ComplaintsforManny's Appliances

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased an LG refrigerator in 2021 with an extended warranty. It stopped working. Contacted Manny's for repair on October 12. They have since been out to attempt to repair it twice unsuccessfully. Now they are telling me that parts will not arrive until at least November 13 and they will schedule another appointment to attempt to repair it again. We have been without a refrigerator for going on 5 weeks now and we won't know anything further until at least November 18. This is unacceptable. They should replace the fridge if they could not fix it in a timely manner. I have requested to speak to a manager 3 times. Each time I was told that a manager is not available and they will call back but never do.

  Business response

  11/12/2024

  I apologize for the longer than usual repair time. In your case, the compressor stalled. Because it stalled, the main board was damaged. The first service call found the damaged board. There was no way to know at that point the compressor needed replacing. We found that out when the board was replaced. We see a lot of this with electrical spikes. I checked & your service call is set up for November 18th. I would offer a loaner fridge if you need one. The service manager is Mike P. I am the general manager, Jim B... If there is an issue on November 18th, after the service call is completed, please call me@ ************

  Customer response

  11/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am still extremenely disappointed that it took almost 6 weeks to repair my fridge.

  Thank you for your assistance with this matter.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called service several times and just got an answering machine---left messages and there was no return call. Following week went to ********* store spoke to person about service his reply was "Why not ******* it and fix it yourself" this was after he tried calling service several times Needless to say I left Week later got a call saying an appointment has been scheduled for service-this was after an email was sent to the company Service showed up--took washer apart--of course didn't have parts--charged $150 for the call--no receipt/no estimate for repair cost--left washer apart and left. Called service again got an answer they said they would email receipt and estimate--still have not received anything This is a prime example of a business that can't handle so many stores

  Business response

  10/24/2024

  First... I researched to find your service invoice... I can't find a service ticket under your name, email address, phone# or town. 2nd.. when you scheduled service, you were told about the $150 diagnostic fee upfront. If parts are needed, we would come back for a $35 fee and install the parts..I'm sure you agreed to this before you paid the $150. Sometimes our service goes out & the parts cost more then a new one. We still charge $150 diagnostic fee. And again, you were told this upfront when you scheduled service. Do you realize how many brands & model numbers are out there. How many parts there are. There is no way we can carry all the parts needed for every appliance ever made. When our service department orders parts, we use the customers last name for a PO#. When that part comes in we know exactly who it belongs to & who to call. I apologize about not being able to get through to talk with someone in our service department.. If you left a message, you should have received a call back. Answering a service call, answering the customers questions, writing the service ticket all takes time. Our employees who answer the phones do the best job possible. They are hard workers. We are adding service techs & office personal all the time.

  Jim B 

     

  Customer response

  10/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was never able to talk to service they left a message saying when they were coming out-a days notice--I did not schedule it---They (service) did Not leave any details on pricing---I realize they can not carry all parts but it would be nice if some idea of time line would be given and cost of repair--Since your service people don't carry any receipts for payments I was told by service, after many attempts to reach them, that they would send an email with amount paid and cost of the repair that afternoon-- but days have passed and I still have not gotten anything. 

  I will give Manny's all our information again so maybe you will be able to find the work ticket:  ***** and **** ********

                                                                                                                                                      **********************************

                                                                                                                                                      ************

  
  Sincerely,
  
  ***** ********

  Business response

  10/25/2024

  We will agree to disagree.... I don't want to get any customer of Manny's upset. Telling a customer by phone message & then showing up is not a good business habit. That's something we just don't do. Show up at a customers house without confirmation that customer will be there. Did your part come in? are you waiting on a part still? I could wave the part installation fee.   

  Jim B

  Customer response

  10/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If install fee is waived and if the part has been ordered--which I don't know if it has been or not---I haven't received any information about the repair that would be fine.  I do want more then a days notice for date of service.  It is a very disappointing turn of events that I had to file this---we have bought several items from Manny's but to be told to look it up on ******* and do it yourself was the topper.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Walked into Mannys Appliances, ******, ** on Sept 16, 2024 in search of washer and dryer. Through October 2024, I found what I wanted and at the listed sale price for ****Energy Saver front load washer $674 and front load electric dryer vented $269. Both are white appliances with dark transparent doors. They were stacked on top of each other but they were not attached. There is a separate kit for that. When I approached the manager at the front desk, he told me the prices were incorrect. As he searched area pricing, he gave me a verbal quote of $780 washer and $785 dryer, free delivery. I took a photo of the product and wrote down his verbal quote for reference. He refused to sell me both washer and dryer at listed sale price.

  Business response

  09/24/2024

  Manny's is an eleven store chain. All 11 of our store have electronic tags. Pricing is automatically updated & changes 5-6 times a day. Manny's does not do the updating. It's through a company in ********, **. Occasionally that company has a clitch in their system. On that particular day, ALL GE PRICING was wrong. There are about 100-150 appliance stores in *********** that uses this same PRICE TAG company. All of the stores had the same problem on that day.  As soon as the ********* store discovered the issue, we posted a disclaimer in our front door. I'm sure ****** did something similiar as soon as they encountered the problem. I apologize for this issue but it was totally out of our hands. I attached a pic of today's pricing. Feel free to reach out to me. *** ******* ************       

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When I purchased my kitchen appliances there was a rebate. For which I was given the name of the company The rebate companies name is ****. **** sent me an email stated they received my claim and said it could take 16 weeks to process. So I am just now trying to figure out why I never received my 300.00. Mannys is saying to talk to **** and they are saying to talk to mannys They say I need the promotional flyer which I did not receive. I told mannys how would I have known to contact **** if they didn't say to submit my rebate. I want to make sure that other people are not getting scammed like this

  Business response

  07/21/2024

  First thing.... I apologize, I have been on vacation.. I attached the rebate form to this response.... is this the rebate the customer submitted for? There was a time when a salesman could submit customers rebates. The rebate companies put a stop to that by sending a code to the customers cell phone to continue.   Saying that we could certainly help research it.  I tell customers to check their spam folder for an email from the rebate company.  Stephanie or I would be happy to help. When a rebate is submitted, a claim reference# is given. Without that # there's nothing I can do....  My cell# is ************  my name is James B.

   

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a brand new ****** Washer in April of 2024 and when the delivery guys opened the box, it was clear that the door to the frig had two dents I was told the door would be replaced in 10 days After numerous calls to Manny's I still do not have the door replaced And was told that it was not their problem but ****** When I said I purchased from them, I was rudely told that it takes 6-8 weeks due to a problem at ****** I would like to either have the door replaced or get my money back

  Business response

  06/21/2024

  **************** purchased and was delivered on Aril 19th a Maytag stainless steel refrigerator from Manny's. It arrived with damaged to one of the doors. We offer our customers a damaged allowance or new doors. *************** chose new doors. We ordered the door and it came in damaged. The 2nd door also arrived damaged. We are waiting on the 3rd door from **********.(********** owns ******) *************** was told that the first 2 doors arrived damaged. I could not find the employee that spoke rude to him, I do apologize for that. That's not who we are.  We did not forget about him...we are not ignoring him... we just did not get a perfect door for him yet. It is true, Manny's has no control of when ********** will ship the next door. I am told the 3rd door was ordered on Jun 4th or 6th. ETA could be as soon as a week. I will do my best to get the "perfect" door installed ASAP. Hopefully the 3rd door would be perfect. If not, I will have to take a different direction to correct this issue. Please call me @ ************ if the 3rd door is damaged. .*********************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new washing machine (approx $1000) about 7 months ago, its still under the original warranty. I have had to call and get service on it about 7 times since I got it and have had to reset it myself more than 10x. Mannys has been unresponsive with solving this issue other than sending repair techs out to fix it. I have asked for a replacement washer or to have the underlying issue resolved and I get the run around. I have left multiple voice mail messages with both the service **** and the store in *****, ** where I bought it, without any resolution. I havent been able to unlock the lid of the washer since yesterday and my wet clothes will sit in there until they come out on Friday. Im sure theyll be ruined. I just want a new washer that actually functions.

  Business response

  05/21/2024

  ****** is absolutely correct. Seven service calls is way to many. I will reach out to her today & have her reselect a new washer.  *********************

• Initial Complaint

  02/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Over charge erroneous fee on credit card . Mannys not giving an adequate reason for the charge

  Business response

  02/15/2024

  It looks like to me... **** purchased a ** front loading washer & ext warranty on it was delivered Jan 3rd.... She had problems with that washer & switched to a ****************** that was delivered on Jan 12th. The ****************** cost more than the ** washer & the 5 year warranty. $172.64 more. That's the charge **** must be disputing. Both invoices are attached to this responce.   Jim B***********

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  bought a fridge and they have fix it apparently but is not working and they have been to the house more than six times by the time they finish guessing what is wrong the warranty will expire,they have changed so many parts that is ridiculous ,Iwill like for them to give me another fridge Kitchen Aid but a different model

  Business response

  02/02/2024

  I apologize,  I do not remember seeing this complaint... I am on the road today. I asked service for all the records on this refrigerator. Once they send it over to me I will send over a respons.  Sorry again,   Jim B********

  Business response

  02/03/2024

  I did see on 11/29/22 we replaced a KitchenAid refrig with the KitchenAid refrig. I do see 3 service calls for "no ice" which could mean going out as many as 6 times.  We have a control board on order. Let's revisit this after the control board is installed. You can contact me direct. ************  or **************************************** . Thank you   Jim B**********

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered all new appliances from Manny's in to our new house. There was a significant delay, but we received all of our stuff. The double oven will not keep time. We've had a technician come out 5 different times. Once they actually replaced the control board, but it didn't fix the problem. The tech has been out multiple times since the board replacement, yet we haven't been made aware of any resolution to the problem and it has been months. Manny's claims to be working on it, but it has been months. The refrigerator ice machine has now broken twice. They attempted to charge us for that fix, but corrected that before it became a larger issue. The microwave has also been problematic. I don't blame Manny's for the faulty equipment, but I do blame them for not fixing it or getting it fixed the right way. Most of all, I blame them for not responding to us in a timely manner. We bought all the service plans, spent a bunch of money to have everything installed, and it's kind of junk.

  Customer response

  01/18/2024

  Thanks for messaging me.

  I would like the clock to be fixed once and for all. I would like them to fix the microwave too. Apologies for the refrigerator, it should be ok soon, just waiting on the part.

  Business response

  01/18/2024

  I checked with our service manager Jay, before writing this response. I'll start with the double wall oven....After speaking with Marti this morning, Jay contacted our ***** Appliance sales rep asking for him to replace the wall oven. We should have an answer in a day or so. If I have all the ducks in a row. The wall oven works perfectly. It just doesn't keep the time of day correctly on the clock... Refrigerator....We had to adjust the slides in the freezer to allow the door to close properly. the last service ticket was canceled. Customer called up & said the ice maker was turned off. I'm guessing it's working fine now. We ordered an "ice Box" this morning ... Microwave... the first time we heard about it having a problem was when Jay was on the phone with Marti this morning. It makes a sound when turns on. He said that could be normal... he's willing to send a tech out to listen. We apologize for the delay in repairing the appliances. Sometimes it's the time it takes to receive in parts. Other times it's fitting a service call on the schedule.  Jim B***********;   

  Customer response

  01/18/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  The response is not factual. The double wall oven has been on their radar since the summer of last year. They fixed it once, it didn't work, they've been out multiple times since then without any communication regarding a fix to the problem.

  The refrigerator has had ice machine issues twice now, the tray that they ordered this morning...THIS MORNING.. is a second incident with the same issue. The drawer problem was also addressed twice. Once when the first ice maker problem came up, and then again a few weeks ago. 

  The microwave was reported by my wife in a phone call with them at the beginning of this year. I followed up with a message to the store that we purchased it from. The message was sent on January 11th, in an attempt to get some sort of response from the company which we did not get until today, after I filed this complaint. 

  I have a bigger problem with the communication from Manny's than I have with the appliances. Good communication makes all the difference in the world, and in this aspect Mannys's has failed. I find it unfortunate that they chose to ignore our call and complaints until this was filed. 

  I will be more than happy to withdraw my complaint once everything is settled, but it is not settled and we do not have functioning equipment. The statement "The wall oven works perfectly" is not an accurate statement, if it work perfectly I would not be asking for it to be fixed. A $5 kids watch keeps better time than the $4000 oven I purchased. 

  
  Sincerely,
  
  *******************************

  Business response

  01/27/2024

  I'm sorry if I worded my response incorrectly about the problem with the wall oven. I know the problem was keeping time of day... not with cooking functions... I don't believe I mentioned the length of time the clock did not work properly. HERE'S our service managers response......  

  We have logged 3 separate service calls trying to address the issue of the clock on the oven.  We have also replaced 3 parts including the control panel, blue display and the display board per ****** recommendations. We have also done a factory reset hoping that would work as well. None of the above has worked with the clock advancing in time. During this time all other functions of the oven are working perfectly and they had no complaints of cookability with the oven. We have been in contact with ***** with regards of trying to get the clock issue resolved. ***** has requested a picture of the Model and serial tag and we have been waiting for the customer to send them.  
  

     I do want to add that logging a compliant with BBB did not make Manny's act any differently.  In my original response I mentioned that our service manager spoke with Marti that very morning trying to resolve all issues. Before we learned about any compliant. We are just waiting on a picture of the wall oven tag so we can continue with the process of exchanges it.

                                                                           Jim B********

        

  Customer response

  01/29/2024

   
  Complaint: ********
  
  I am rejecting this response because: The problem still isn't fixed. The microwave was reported before the 18th, to the ****** store. I wouldn't have placed a complaint with the BBB if the company had communicated with us. They 100% did not, despite us calling numerous times, messaging them numerous times. 
  
  Sincerely,
  
  *******************************

  Business response

  01/29/2024

  We want to correct your issues.     Right now, I believe we are waiting for a picture of the double oven serial tag to proceed with ***** to exchanging it.  My e-mail is *************************************** my cell ************ 

  Please feel free to  contact me directly..... my position with Manny's is General Manager.    Jim B*********

   

   

   

   

                                             

   

  Customer response

  01/29/2024

   
  Complaint: ********

  
  I am rejecting this response because: We will wait until the issues are resolved to our satisfaction. Pictures were sent three days ago and acknowledged by the Service Manager. Communicating through the BBB is not ideal. Manny's has every bit of our contact information.

  These replies feel like an attempt for me to not respond as doing so would result in the complaint being closed by the BBB as "resolved".
  
  Sincerely,
  
  *******************************

  Business response

  01/29/2024

  Thanks for the serial tag.....Have a GREAT day!!!!

  Customer response

  01/29/2024

   
  Complaint: ********
  
  I am rejecting this response because: this is not a solution to the issues raised, it is only an acknowledgement of what we sent to Manny's. 
  
  Sincerely,
  
  *******************************

  Business response

  01/29/2024

  We should keep an open line of communication going here......In case you didn't understand... .We needed the picture of the tag to proceed with getting you a new wall oven...your wife mentioned "life has been hectic" but Jay emailed you for the pic of the tag on the 16th, 18th, 22nd & 26th. (I think you have our attention)...I know you do not believe this... but we want to resolve ALL your issues. Please be patient on this wall oven. We just forwarded the pic into *****.  We are waiting for a response back from them.  Being able to use both ovens at this time is a blessing...Please allow the process to work itself out.

  Customer response

  01/29/2024

  The company keeps messaging me. Your system is designed to close the complaint if I don't respond, but they are using you system to communicate. 

  I don't want to keep responding, I'm not satisfied with their response.

  What should I do? 

   

   

  Customer response

  01/29/2024

   
  Complaint: ********
  
  I am rejecting this response because: not resolved yet. Messages are not indicative of closure or resolve.

  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5-31-2023 I purchased a whirlpool refrigerator from Mannys in ********* **. after delivery I noticed the door to fridge  did not shut right gasket was popping out I put it back in but it keeps coming out also noticed there were parts in a bag that were not put on? I contacted Mannys and they sent someone out who took 2 seconds and popped it in like I do and said have a nice day still keep popping out door dont shut right called Mannys asked for refund or another fridge he said he had to make a couple of calls when he called back he said he has to talk to his manager paid 743.45 for a defected fridge

  Business response

  06/27/2023

  Hello, *************** did purchase a Whirlpool refrigerator from Manny's on May 31st. It was delivered on June 6th. Yesterday our service department went to ******************* home to look at the door gasket that would not stay in place. It's a all to  common problem with Whirlpool refrigerators. There are no parts to a door gasket. The parts *************** might be talking about are related to reversing the doors. My guess is ... he knows that already.. After pushing the door gasket back in, *************** got extremely agitated. with our service tech. Whirlpool's fix for this is to glue the gasket in. When our service tech suggested that, *************** lost his mind. He said " he didn't want a n-------   rig job" where as my tech said to have a nice day & left.  I just wanted to add that I called *************** hours before receiving this complaint from the BBB, trying to resolve this issue. I called again 6:55PM before I left and again this morning. Each time I had to leave a message. I told him that his refrigerator was out of stock. We could order *************** a new door gasket, glue his gasket or we could pick up the refrigerator and issue him a refund. I would like *************** to apologize to my service tech for the "vulgar" language he subjected him to.    *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩