ComplaintsforColortyme

• Initial Complaint

  01/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had to be the worst experience I've had with any store. My wife ******** went into contract for a dryer and washer. All seemed well when they had the employees come to deliver the washer and dryer. When the men began working on removing the old dryer and washer, they never shut off the power to the washroom. This led to the worker almost blowing himself up from working on a live line. 220 volts mind you. After they blew the fuse with no way to replace it on a saturday, they leave their unchecked equipment (washer and dryer) at my house. Who knows if this stuff even works? Its not like they checked to make sure, they couldn't. To top this fiasco off, I never received a call from management on monday, not even the owner, apparently no one told their bosses that they destroyed my home, leaving us without power or hot water for our 2 babies or the 4 tenants in the building. An entire three days later my wife gets a phone call from the store manager *****, but not about the blown fuse,... only about the bad review my wife gave. After some heated arguments, mainly the store manager trying to push responsibility off as to not get in trouble or have to repair the mistake made, she had the owner of the store contact my wife, to inform her that they will in no way help us with the damaged that they caused to my home. Avoid this business and its shady business practices. If enough bad reviews keep hitting them, they will have to close their doors allowing for a better ran business to grab the reins.

  Business response

  01/31/2024

  On Saturday, January 27, 2024, I received a call from ******** ****** inquiring about a washer and dryer.  We spoke multiple times and she then decided on a brand-new ****** washer and dryer.  She was offered our $24 promotion and was scheduled for delivery.  Mrs. ****** handled everything over the phone and did not come into the store.  The merchandise was delivered on the same day by our full-time delivery driver as well as an account manager.  Prior to delivery, ******** never mentioned any old merchandise which would need to be moved out of the way.  Our company does not remove old merchandise from a customer's home but sometimes as a courtesy will move around items while placing the newly purchased merchandise in the home.  As a courtesy to ********, our delivery driver began removing the old units out of the way to make room for the new units, while doing so an electrical shock happened and a loud pop noise was heard.  According to the driver after the incident, ******** stated "that had happened before" to which our delivery driver, explained to her she needed to get with her landlord in reference to the wiring/electricity running in the home.  Our delivery driver also stated that her husband, who was not in the area when the electric pop initially happened came into the room to check to make sure everything was ok.  The delivery driver and his help left the merchandise in the home and left the residence.  Upon coming into work on Tuesday, I noticed we had received a bad ****** review from Mrs. ****** but we had not received any calls or concerns placed directly at the store.  I had been off on Monday, so I asked all employees had there been a call received and they stated there had not been one.  Upon reviewing the review and responding, I then reached out to Mrs. ****** from the store, as well as through a text sent through our company's program.  Shortly after, Mrs. ****** called back and stated that she was returning my call and I told her I'd like to discuss what was going on as I had been off on Monday, and there had been no calls made in reference to the issue.  While speaking with Mrs. ******, she repeated to me, which she had said to our delivery driver, "this has happened before".  I discussed with her how if that had happened before then there must be an issue within the home and ColorTyme would not be responsible for a known prior issue.  Soon after stating this, her husband grabbed the phone and verbally disagreed with my stance.  I stated to him that we would not fix the issue as ******** had not once but twice told both my delivery driver and me that this has happened before.  He stated to me that his landlord stated they were not fixing the issue and stated that we would be responsible.  I continued to dispute him on this to which he became very angry.  The call got disconnected and he called back.  During the conversation with myself and Mr. & Mrs. ******, I also had my delivery driver present, to which he heard the call and placed his input in when asked questions.  Mr. ****** stated if we weren't going to fix the issue to please remove the merchandise from his home and threatened legal action if we did not fix the issue.  I asked him when he would like us to come out and asked if we could come today.  We scheduled a time.  He asked for my name and also the person's name who delivered the merchandise and I provided him with that information.  I reminded him that his name was not on the account and that he was speaking on behalf of ********, and we would rather speak to her (due to his tone and aggressiveness in the conversation).He asked for our cooperate number and information to which I explained to him we are a franchise but that I could speak with the owner and get back to ******** He apologized for how he spoke to me and then we ended the call.After speaking with the owner, who had already talked to the person who delivered the merchandise, I reached back out to ******** to let her know we would not be responsible for any repairs for fixes in the home.  She then told me she was going to let her husband know and call back.  She called back shortly after and requested pickup.  We scheduled her for picked and she called back and rescheduled because she stated she would not be home.  We take pride in our company's values and morals.  While mistakes do happen, we cannot take blame for a prior issue within the home or on the merchandise to which we were replacing.  We are in our customer's homes on a daily, delivering new merchandise, picking up merchandise and also servicing merchandise and we have not, in my 3-year time with this company, destroyed or caused the need for repair in a customer's home due to anything of this sort.  

  Customer response

  01/31/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Leaving my home with a problem that your workers caused does not in any way resolve the issue. Your workers took out old equipment, and upon doing so they blew out the electricity to the back of my home. With that, they took out the water heater. They continued to install your equipment without having anyway to know if it works or not. Your company did nothing but take money for a service that was never provided. You owe my family a refund, and you owe us the damages that are piling up. Regards, ****** ****** 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My frig stopped working.I contacted colorthyme in ******** Va.They said they would get back with me that day.two weeks later i heard from them they left a text.So i just wanted them to pick it up.I have made arrangement several times and they dont show up are they are late.we cannot wait around til they decide they want to come.I have been a good customer.But know that you no longer doing business with them there attitude changes.I have text with times set up and porch cameras showing they did not show are was late.This morning 09/25 they was to be here by 10:45 I went to work late.My camera shows they did not come til after 11 am.I could not wait on them. So know corporate can contact me by email to discuss the matter.

  Business response

  09/26/2023

  I was made aware by ***** **** that her rented refrigerator  had service issues.  I checked on service to see when an available date would be for a technician through a third party servicer would be available and let her know that I would reach back out to her.  I did, in fact, try to reach out to her as well as her references on numerous occasions to try and solidify a service date between her and our third party servicer.  I was not able to reach her or ****** and opted not to schedule the service until I spoke with her to make sure someone would Be available to be home.  I was not able to reach ***** on any number we had listed on file and also my attempts to reach any reference listed on the account were not successful.  I had ******* account manager field visit the home multiple times to try and get contact in reference to the account and in reference to service.  All of our attempts to reach ***** (speaks on behalf of the account as she is listed as a secondary or co-signer) were unsuccessful.  I had been made aware by ***** on numerous field visits that she did not have good service at her home and sometimes her phone or tablet didn’t work at all.A few weeks later we received an SMS to our system which stated they wanted merchandise picked up at a certain time (8:30 AM on Friday).  I did not know who sent this message originally as our system only lists names for numbers listed to an account.  This number was not listed on account.  I then tried to call the number to no avail.  I could not respond to this SMS message as for the above reason as well.  I then tried to call the number and got no answer.  Soon after, I received notification this message was from ******.  I tried to call ****** to explain to him our store didn’t open until 10 AM week days and that we would have to schedule pickup within our store hours.  I received no call back or response in reference to a better pick up time.  On Friday, at some point I am not sure of the specific time right off hand, my guys went out to try and retrieve the merchandise and there was a notice on the door stating that we did not show up at the time he had scheduled (it was never scheduled because we couldn’t reach him after his initial message requesting pickup).  From my later understanding, I was told that *******, an account manager, stated to ****** he would be there another day at 8:30.  This was discovered through my cell phone texts conversation with *****.  I was able to retrieve her number from the caller ID one evening after store hours when we received a call from her and I was still at the store. ***** stated that ****** had scheduled arrangements with ***** and that on multiple occasions he did not show at times before our store was even open.  I explained to ***** that we don’t open until 10 AM I was unsure why she had been told that.  On another conversation she stated we did not show for another 8:30 AM scheduling and I reiterated to her that our store doesn’t open until 10 AM, that a pickup time would have to be scheduled during that time.  She stated to me she did not receive that message and sent a screenshot.  I also sent a screenshot of me sending that message in reference to store hours.  To initiate a service request for this unit, I began asking probing questions as I always do in reference to appliances.  ***** explained to me what was going on with the unit and what the possible issue was.  Realizing that this was the reason for requesting pickup I explained to ***** that we had tried to reach out to them in reference to service but could never get a response.  I explained to her that we also attempted to reach references but none of the numbers worked.   I stated to her we could retrieve the merchandise but the only day we would be available early before 10 AM would be Saturday any other day would have to be between 10-6.  She stated she needed to get back with me after work.  The next day, I reached out to *****, 10:26 AM.  I stated to her I was following up with her in reference to the pickup.  She stated her boss had just got back to her and that should wait for Monday at 10:45 AM. I confirmed.  Normally our pickups, services and deliveries are given a 2 hour time window as many things can play into effect of arrival time.The pickup team did run late to the pickup.  Arriving at 11:05 AM, they stayed until 11:21 AM and then tagged the door and continued to the next stop. ***** reached out to me in reference to them arriving late.  I stated to her what time they got there and that 11:21 is when they left.  She responded not before 10:45.  I was not able to respond until later and at this time pickup has still not been scheduled.   ***** has stated her next open availability is Friday before 10:45 AM.  During team meetings in the morning, I will verify with 2 team members, one of which was absent today, if they can make arrangements to come into work early to make sure merchandise is retrieved at their desired time and Penny is able to get to work in a timely manner. We do appreciate the business ***** and ****** have given our company throughout the years.  We would never want to cause distaste or  make them feel as though they are ignored.  I believe this was a communication issue moreover.  

  Customer response

  09/26/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. If they don’t pick up at 8:30 am they need to inform there employees.not only have they left this note.one also set a time of 8:30 am on a Monday with us.I am dealing with cancer and am having to work every hour possible at this time.we can not set up a time.and then set around until they decide to show up.I understand things happen.But when you set a time and know someone has to leave for work you make sure you are on time.There are other reviews on the bbb about people having the same problem with the ******** store that we have had.I told them on Monday that they could pick up on 09/29 by 10:45 am .That will not work as I cannot get off of work.They are more than welcome to pick it up on 10/04 before 10:45 am.And no one ever came out to tell us about service.There was no note left about it and we have cameras.I am not going to argue about this.If they want this junk they can be here on 10/04 before 10:45 am. Regards, ****** ********* 

  Business response

  10/24/2023

  We have already picked up the refrigerator.  We had a technician look at the refrigerator and he could not find anything wrong with it.

*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. ↩