ComplaintsforJacob's Supply, LLC

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am an apartment owner of 24 units looking to connect with another local business for our appliance purchases. On 2/16/2024, my first time using this company, I bought 3 stainless steel appliances for $1,621.77. I was told that they were all working appliances and that they tested them and they were ready to be picked up. Once I got them back into one of our vacant apartments, I plugged the stove in and it tripped our breakers. I had to wait 2 weeks to get an electrician out to the property to diagnosis the problem. On 2/29/2024, The electrician (invoice provided) changed out the plug and checked the breakers and said they were all working but deemed the appliance faulty. I contacted Jacobs and asked for a replacement. They did not have a similar model for the same price but did have a different stove for $100 more. They required us to pay the additional $100. I explained that as a first-time customer hoping to do much business with them in the future as my company may need to buy appliances for 24 apartment units down the street, could they work with us? They refused to replace it with the more expensive model and required us to pay an additional fee. After I explained that I had to pay an electrician $190 to tell me that they sold me a faulty appliance when they stated that they in fact tested it, they still refused. We contacted the manager and told Ray that We were very disappointed in the fact they couldn't replace it and now have a bad taste in our mouth after the first time we used their company. I requested to speak to the owner who we are familiar with but were refused contact. We are out a $699.99 stove, out $190 electrician bill plus the cost of maintenance hauling the appliance back and forth which cost money all the while have a tenant waiting to move in and cannot because we do not have a working stove. Unfortunately, we had to rush out and buy another stove at a different location to make this work.

  Business response

  03/26/2024

  In response to the compliant that was submitted on 3/18/2024 from a guest who purchased a Frigidaire stainless steel range:
  
  The customer purchased 3 appliances from Jacob’s Supply on 2/16/2024 which include a Frigidaire refrigerator, dishwasher, and range.  All 3 of these appliances included a 1 year warranty and were backed with a money back guarantee from Jacob’s Supply for the first 30 days after purchase.  These units are not individually tested prior to sale since we buy new units that are fully warrantied.  The vendor we purchase from claims all units are tested prior to our purchase.
  
  The customer called in and spoke with the store manager stating the Frigidaire range was not working and that she had called an electrician to trouble shoot and identify that unit was faulty.  The store manager offered to return her product for a full refund or use the credit towards purchasing another unit.  The store was not able to offer the same unit for exchange (out of stock) and the closest option cost $100 more than her faulty unit.  The customer stated she paid for an electrician, had to return the product, and would like the store to exchange her a more expensive unit to compensate the customer for her added expense of the electrician and travel.
  The customer purchased a 1 year fully warrantied product with a 30 day money back guarantee which would not require the customer to hire an electrician to diagnose if the appliance was faulty.  In the event the appliance does not work, the customer could have returned the product for a full refund or used her warranty which would have covered the diagnosis for the appliance not functioning.  The responsibility of Jacob’s Supply was to refund her in full for her purchase of the faulty unit, which was completed on 03/02/2024 for the full amount of $741.99 ($699.99 plus tax).  The store manager also offered the customer $50 towards the upgraded appliance which was denied by the customer.  The customer also stated that if we did not upgrade her to the more expensive range for free that she would take her business elsewhere. 
  Jacob’s Supply followed through with its longstanding policy and promise to refund the customer fully within 30 days and also offered additional credit towards a more expensive purchase.  We feel as though our refund policy and warranty offered for our products are fair and reasonable compared to the market.  While it’s unfortunate the customer suffered greater costs than necessary to diagnose this issue, she took those steps of her own accord without first contacting Jacob’s Supply for resolution to the issue.
  One final point, the customer filed the complaint for the entire purchase amount, rather than the 1 faulty range described in detail. The dollar value of the complaint should likely be updated to reflect $741.99 rather than $1,621.77, as the customer has not made any indication to Jacob’s Supply that there have been any issues with those units. 

  Customer response

  04/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  There is no resolution. It is just their explanation. The point is customer service which they did not provide. This business sold me a faulty stove. It was a danger to my son who plugged it in and it shorted the fuses. I was told by the store associate that all of the appliances were tested before I picked them up.  I am requesting the $190 electrician bill. A warranty does me no good in the situation.I bought all the appliances from them for an apartment that I was renting. I had a tenant waiting to move-in. I could not rent it without a stove. They refused to replace the stove since they did not have

  the similar one. And refused to give me the only one they had in stock which was $100 more. The manager called me back after the fact to offer the $50. If they could offer $50 they could’ve offered $100. 
  I will not be doing business with Jacob’s again and as a Bedford Business owner, I will not be recommending this business to anyone in our community.

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

  Business response

  04/16/2024

  In response to the customer’s previous message:
  Jacob’s Supply feels as though we’ve offered sufficient remedy for the customer’s appliance issue. The
  specific request from the customer is for Jacob’s Supply to pay for her electrical bill and also for her
  inconvenience. We feel as though we are not responsible for this expense as our policy and offer to
  each customer is a 30-day money back guarantee to every appliance sold. The customer could have
  called us if the appliance was faulty, and we do not require her to hire an electrician to trouble shoot the
  issue. The decision to hire an electrician was the customer’s choice and the cost of that service is not
  the responsibility of our company.
  We do not offer a delivery service, so the appliance was self-delivered and self-installed. There is no
  way of knowing if the appliance was transported with sufficient care or installed properly which could
  have had an impact on the appliance’s functionality at installation. The appliances we buy are new from
  the factory, and the number of issues we suffer are very few. Still we offer our guarantee to return
  within 30 days for full refund. This is industry standard.
  Regarding the exchange of the appliance, we could not offer the customer the same appliance
  purchased as we did not have any of the same model in stock. We were informed by the customer that
  if we didn’t upgrade for free that she would not continue to shop with us and would take her business
  elsewhere. To help bridge the gap from her lower cost appliance to a more expensive model, we
  offered her a $50 credit.
  In conclusion, Jacob’s Supply stood behind it’s 30 day money back guarantee, returned the appliance for
  full refund, and offered an additional $50 towards a more expensive unit if she chose to do so. This was
  our attempt to remedy the situation and compensate the customer for the hassle, but was rejected. The
  customer should not have hired an electrician to diagnose an appliance without first contacting Jacob’s
  Supply.

  Customer response

  04/18/2024

  
  Complaint: ********
  
  I am rejecting this response.
  
  Sincerely,
  
  ****** ********

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