Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We purchased a new refrigerator with an ice maker in May. It has not worked from day one. They have sent service techs out three times and my husband has lost wages 3 times because of this. It has not been fixed and now its September. They will no longer return our calls. The manufacturer will not listen as well. I dont know where to turnInitial Complaint
03/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchase a GE Refridgerator in November 2022 from Agren Appliance in ************** *****. Every since then I have been trying to get them to fix the terrible squealing noise that it makes. They have had 3 service techs to my house since I purchased it but none of them knew how to fix the problem so now they are telling me I have to contact the manufacturer. I have been trying to get them to swap it out since November, for the one I originally ordered, an *** but they told me that was back ordered and they have this great GE fridge that will work great for me. I've hated it ever since because there is something wrong with it. It's so bad that I have to turn the breaker off to get it to stop making the awful noise that is taking over my LIFE. They have been making excuses, and placating me, then telling me they can't help me. I paid over $3,000 for this thing, including $250 for a 5-year warranty! And they won't honor that warranty. I need some kind of resolution to this. I called the manufacturer, GE and was told that their system was down but when it's back up they will send a tech out. Another technician to tell me that it's normal. I have many recordings of the noise this thing makes. My husband has even said it's starting to annoy him and he's not easily annoyed. Please help me! I can't afford to get another fridge and I can't live with this one. My recordings are too large to upload. I can email them, maybe or text them to a cell phone...
Business response
03/02/2023
Hello this is ************************* with Agren appliance. ********************* did have a GE refrigerator delivered by Agren on 11/11/2022. We did go on multiple trips to listen to the sound of the refrigerator. One of the trips we did change out the evaporator fan motor just to see if anything would change. We did contact GE tech line as well and they also stated this is normal operating sound where the fan is a variable speed and will cause pitch changes. This is normal operation. We did mention to ***** she is more than welcome to have GE send one of there techs also to get another opinion as we found nothing wrong but she hung up on our CSR scheduler before we could even give her the phone number for GE.
If ***** had a defective fridge we would 100% take care of the situation. Everything is working as it should and this is normal operation. I feel very confident if she has someone from GE give a second opinion they will agree with Agren's technicians findings.
Thank you
*************************
Agren Appliance
Initial Complaint
01/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We ordered all of our kitchen appliances (sub zero refrigerator, Bertazzoni professional range, Bosch dishwasher, sharp micro, range hood and *** fridge) from Agren in April 2021. We received some appliances in November 2021, the refrigerator early December 2021 and are still awaiting the *** Our complaint is with the Bertazzoni range. It functions beautifully but our problem is that the oven is very loud due to cooling fans, 63 decibels, and the cooling fans are always on anytime the oven is above 225 degrees which would be anytime you are using it plus for a period of time after you turn the oven off. The range is a dual fuel range so it needed to be connected by our local propane gas servicer. This happened the 2nd week Dec. 2021. We used the oven and were immediately dismayed by the noise of the oven and called Bertazzoni directly as well as Agren Appliance where we purchased it. Bertazzoni was not very helpful and suggested we talk with Agren about having a repair performed since it shouldnt be loud they said. So we spoke with Agren and they agreed it didnt sound right so they would schedule us a service call...the earliest they could come would be 1/10/2022. When we expressed concern about using the oven because, what if this was deemed normal when they came and checked the oven in January? We said we would not want to keep it because is far too loud for us to comfortably use in our open concept home, plus my husband has had 3 ear surgeries & is sensitive to excessive noise, especially a high pitched fan. We told Agren that we would not want to keep it if they could not fix the noise. Their response was that we will cross that bridge when we come to it. Well now we are here. They replaced the fan on 1/10/22. It remains 63 dbs and now when Agren called Bertazzoni to ask what their db Level is for the oven they said it is 60, so 63 is normal. there is no mfg db labeling and no in store info re oven noise. Its our noisiest appliance by far.HelpBusiness response
01/29/2022
*******************,
I understand the frustration with the noise of your cooling fans.
Over the past decade, the commercial look has become wildly popular. Consumer demand for metal knobs, metal control panels, doors, and the like is now the majority of the market in the appliance business.
In order to meet Federal guidelines, these ranges have to have these fans, and in reading your comments you are aware of that.
All ranges of this style, regardless of brand, have cooling fans that come on to keep the touch points of the range below a certain temperature. For larger ranges (36 and 48), that usually consists of two fans.
Manufacturers do not provide fan noise data to us, so we have no idea what the dB level would be. To be honest, I am surprised that Bertazonni provided a dB level for the fan, thats the first I have heard that from any of the brands we carry.
I will follow up with my service manager to make sure we have done the proper repairs.
We will be in touch next week.
Regards,
**** Agren
Customer response
02/03/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
****,
I believe you may have misunderstood our frustrations to be centered on the service repair performed on the Bertazzoni range on 1/10/22 but that is not the case, your serviceman was professional and seemed thorough. We were upset that we were initially led to believe that the repair would result in a quieter oven; in early December when we used the oven for the very first time and discovered how noisy the oven portion of the range unit is we made several calls to Bertazzoni and Agren. We were immediately concerned because we would not want this range in our home if the noise was normal for this unit. Both Bertazzoni and Agren service said that the noise did not sound normal. When we spoke of the need to return this item your service department responded we will cross that bridge when we come to it. The first time we turned the oven on in early December we were surprised to find that the oven made a noise at all, a fan (63 decibels) kicked on once the oven heated to 225 degrees and ran continuously until the oven again returned to 225 degrees; for a 15 minute run at 500 degrees to initiate the oven, the fan ran for the 15 minutes it was on plus another one hour and 25 minutes after being turned off until it cooled to 225 degrees internally. Nearly two hours total of having a 63 decibel fan in the main living area of our home, for a 15 minute oven run time.
In April 2021 we spent significant time with ************************* in the ************** store choosing all of the appliances for a kitchen renovation, we spoke of our desire for high performing, reliable, aesthetically pleasing, quiet appliances. We specifically discussed quiet functionality with regard to the range hood, dishwasher and refrigerator. We have never had a loud oven, so the potential for a loud oven was unfamiliar. We have had a loud range hood that automatically came on and could not be shut off manually, as a result, we spoke at length about this with ***** about avoiding this problem and accordingly purchased a Bertazzoni hood vent from Agren that has only a manual on/off. The dishwasher we purchased is a Bosch and should be quiet given the stated decibel level ( we havent yet received the DW). The refrigerator we purchased is a sub zero, a leader in the industry and very quiet. We were very clear about our need for quiet appliances. My husband has had 3 ear surgeries and our home is an open concept home, minimizing noise level from the kitchen is important to us.
Last week I spoke with ************************* with regard to this oven and requested his help to find a quiet 36 range, he planned to do some research and get back to me last Friday but I have not heard anything yet. Additionally he said that the Agren solution for taking back the Bertazzoni range is to sell it on consignment at a discounted amount if you are able to, and then give us 90% of the discounted amount, keeping 10%. So we would be out of pocket for the original Bertazzoni range, as well as a new range, which I assume you will also make a commission on since not stated otherwise. The best we could hope is to potentially recoup a small percentage of the original Bertazzoni $5800; this does not seem fair or just.
In your recent response to me you mentioned that the commercial look has become wildly popularin the appliance business resulting in the need for cooling fans that come on to keep the touch points of the range below a certain temperature. It sounds to me that though the decibels are not published that you are well aware of these fans and of the noise that they make. The salesman that we worked with at your business did not seem to have any awareness of this nor does he now make any differentiation between these wildly popular commercial ranges and non metal ranges. Am I understanding you correctly that the stainless steel commercial type slide in ranges are the noisier ranges with up to two cooling fans (as is our case), and that a slide in range that has non metal front controls may function quietly? I would have expected that your sales staff be as well voiced on appliances as you are given that they are the people working with consumers, additionally if they are not I would expect you to stand behind your sales rather than pass the problem entirely to your consumer. We do not expect you to take the range back at 100% of the purchase price at this point in time, but we do expect a reasonable mediation of 85%.
Your help to resolve this would be greatly appreciated.
Regards,
***********************Business response
02/03/2022
*******************,
We are trying to research ranges that could possibly be better noise wise, however its pretty difficult since manufacturers do not publish dB information on these fans.
We will do our best to try to come to a satisfactory resolution.
Customer response
02/11/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
I am not satisfied with the response because it doesn't provide any actual plan for a path to a solution, simply that they hope to reach a satisfactory solution. We also hope to reach a satisfactory solution and in my response to **** Agren I provided a solution that is satisfactory to us for the return of this range. Additionally I have since viewed a few ranges that are not the wildly popular commercial style that he referred to and they are quiet and should be a great solution for us. The salesman who said he would research options and respond a couple of weeks ago has never gotten back to me. Nor has anyone reached out as a result of this BBB action. It is very frustrating and feels like there is little choice but to respond with a rejection. If we can work something out I would happily amend this response.
Regards,****
Business response
02/15/2022
From what I understand we are taking the range back and providing you with one that will work for you.
Customer response
02/16/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I cannot accept your BBB response as it appears intentionally vague.
The agreement that was expressed to us via the salesman *************************, per conversations with upper management, is that the business has agreed to take the range unit back for an 85% refund of the original paid price, or conversely a 15% restocking fee.
Regards,
***********************Business response
02/16/2022
Since there is nothing wrong with the range, and it is operating exactly as it is intended to, our restocking fee, which is specifically called out on the invoice you received, applies.
We will take back the range with the fee and provide another range of your choosing.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.