ComplaintsforBig Sandy Superstore

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I got a washer through big sandy but used ***** leasing to purchase it . We got the washer but had to wait for pedestal to come in before we could hook it up . Once we got everything and started the first load the washer leaked all over my floor and then took 8 hours to dry 4 towels and a pair of jeans . I called big sandy and asked about returning it and getting something different since this clearly had a issue and they told me it was to late ( 3 days after I got everything ) . Their website stated 30 days was return policy but of course they kept stating it was 3 days . They told me to return it I had to have it serviced first . Why would I need something serviced that I clearly want to return . Anyways now it's been about two weeks and big sandy and ***** both keep giving me a run around and threatened to pull money out of my bank account even after I told them to turn autopay off . It seems like they are trying to push doing anything so I go past my 30 day return

  Business response

  09/18/2024

  Dear Mediator,
  
  We apologize that the customer is having issues with the washer, but a Work Order was opened, and the Service Department has parts ordered for the washer repair.

  As for the return policy, please see the attached documents from the Big Sandy Superstore website and from the sales invoice that indicate the 3 day policy. 

  Business response

  09/19/2024

  Dear Mediator,

  The customer picked up both the washer and pedestal and was responsible for the installation of both.

  Business response

  09/19/2024

  Dear Mediator,

  The washer was picked up on 8/22/24 (see previous attachment for *************, and the pedestal was picked up on 8/27/24 (see previous attachment for ***********).

   

   

  Business response

  09/19/2024

  Dear Mediator,

  The washer on ************ was picked up on 8/22/24.

  The pedestal on *********** was picked up on 8/27/24.
  

  The 3 day return was effective on the date the customer took possession of each piece.

  Business response

  09/20/2024

  After review of the pictures, Service Management have deemed that the customer had to lay the washer on it's back to attach the pedestal and in doing so, potentially damaged the unit.

  
  

  We will allow a return, but in doing so, will charge a 20% restocking fee in the amount of $349.80.  Not only will we have to repair this, but we will have to sell this for a discounted price due to its condition.

  Customer response

  10/14/2024

  This is still a ongoing issue , even the service guy said it's a manufacturer issue that we didn't do anything to cause the damage.  So I should not have to pay anything to return something.  Also if the store is saying it was put on its back then they need to pull the video from when we picked it up and THEIR EMPLOYEES  laid it down when loading , not us

  Business response

  10/15/2024

  Dear Mediator,
  
  The Service Department will allow a return without a restocking fee. However, the return is contingent on there not being any additional damage from being loaded and taken to the store.  
  When the customer arrives, the store will inspect for any additional damage based upon what the unit looks like in the work order pictures.
  
  If the customer wants to pay for delivery to pick up in lieu of the customer loading and taking back, then that would be an option. The delivery fee would be $149.

  Once the customer advises on how they will return, the store will be advised of the return approval
  
  
  

  Customer response

  10/16/2024

  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. 
  We will return the product to the store . Is there someone I need to ask for when I get there with the product ? 
  Regards,
  
  ****** ******
  

  Customer response

  10/31/2024

  I have been trying to return this all in one washer dryer that big sandy said they would return . ***** which is the leasing company even called them yesterday for me and they keep saying I can not return it to the store . This is becoming a huge hassle and I am tired of fighting to return this thing.  The last time I spoke with you they agreed to return it and if I took it to them it would be no charge which is what I've been trying to do .  I'm not sure what to do at this point .                          ****** ******  ********** is my cell 

  Business response

  11/13/2024

  Dear Mediator,

  This has been resolved.
  
  Per an ***** Representative, the washer dryer combo was returned to ***** on 11/12/24.

  Customer response

  11/14/2024

  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. They finally picked it up and told me I would not owe anything and they would send a email to us showing that it was returned and that we owe a zero balance to them .  
  Regards,
  
  ****** ******
  

• Initial Complaint

  09/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband, ***** ** ********* and I bought a refrigerator, stove, dishwasher, and microwave package on August 24, 2024 at the store in ********** **. The store did not have a model of a refrigerator I wanted on their display floor. I had an ** that quit working and did not want another one for that reason. I did want a refrigerator that was the same size though. The salesman looked up models online and finally found one I agreed to buy but only after being assured at least three times that it was the same size as the LG in the store. The appliances were delivered on August 29th I arrived home just as the delivery truck was leaving. When I entered my kitchen, I was shocked to find a refrigerator that was much smaller than the LG. I immediately called the store to report that the wrong appliance had been delivered. I was told someone would call me back right away, After 3 hours of waiting, I called the store again. I was transferred to someone in customer service who assured me that she would either call me back that evening or the next day. I told her I would be in a meeting on Friday all day so she said she would leave me a message. No one has called! I called the store on Saturday and was told that the person I had talked to in customer service worked from home and was unreachable at that time. When I asked for a manager, I was told that they did not work weekends. I have been without a refrigerator for 3 weeks now. All of my food spoiled and I had to store insulin and other medical injections for myself and my husband elsewhere which is very inconvenient and could compromise our health . We were also told about a rebate we were eligible for and that the delivery men would have the paperwork necessary to apply. They left nothing with my husband. Big Sandy is not dealing with us in good faith. To me, no response means NO satisfactory solution will be offered and we are stuck to deal with this dilemma on our own.

  Business response

  09/05/2024

  Dear Mediator,

  We apologize for any delay, but the store has been in contact with the customer to advise that the customer can exchange the refrigerator.

  After the customer reselects, the store will schedule delivery for the soonest available delivery date.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In the beginning of 2023 I bought a couch, with matching recliner, and another recliner from big sandy. We were told about the warrenty in store and they said it covered anything and everything and they would even cover if the dog ate it once. Back in December of 2023 I called the warranty service because the couch was ripping at the seam. They replaced the cushion that was ripped. The man who came out to fix it told us that because we had dogs(the issue was not due to dogs it just ripped from being used as a couch), that we'd have trouble with the warrenty after this. In July of 2024 I called to have the same cushion fixed again, a hole in an arm piece(due to my dog), and a broken spring in the middle cushion. After a while they came back and said they will not fix the cushion unless I paid for it because they had just fixed it. But they'd cover everything else. I asked to speak to a supervisor about the issue. She called me back a few days later and said that was the decision of the warrenty people and wouldn't let me talk to anyone from there. She said they have no customer contact. I told her I wanted the money back for My warrenty because I can't use it when I need to. After repeatedly telling me theyd say no, she got off the phone. Shecame back and said that they'd do that but would take the price of the delivery fee out of it. I told her no. I said no they aren't taking that out because they refuse to fix an issue that has nothing to do with pets and they just refuse to fix it. It's been over a week and I've not heard anything. I would have never got the warrenty had I known I couldn't use it. They explain in the store it's for anything. Pet issues only get fixed once. Which is understandable. This is a seam issue and they refuse to fix it. All because they already fixed it.

  Business response

  09/02/2024

  Dear Mediator,

  The customer is being refunded the full amount she paid for the extended warranty. 

  The customer has been in contact with a store representative and is aware that a check will be mailed to her for $470.79.
  

• Initial Complaint

  08/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Good Afternoon, I ordered a living room sectional towards the end of June. I was told it would be in on the 29th of July. I called multiple times towards the end of July and no one had an answer for me on when it would be in. I also was told that the general manager would contact me for more information and that never happened. My dad went to the actual store to talk to the general manager and after waiting 20 mins, she never came down from her office to speak to him, so he left. It took me 3 times to call Big Sandy to only be told it was on backordered and wouldn’t be in until August 18th. I was told I would get some type of compensation and yet again, nothing happened and no one higher up would call me back to get a resolution. I paid about $2400 for my sectional and I would like a reasonable compensation for it being on backordered 3 weeks after the original due date and because no one ever called me back to give me any information.

  Business response

  09/02/2024

  Dear Mediator, 
  The store contacted the customer, and the customer has been delivered her sectional.

  Customer response

  09/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. I didn’t get any type of compensated for the lack of communication and not receiving my product until weeks later. 
  
  Regards,
  
  ******* ********
  

  Business response

  09/18/2024

  Dear Mediator,

  Our standard procedure is to defer compensation until the customer has received their order and no other issues arise.

  As this has been achieved, we are in the process of mailing a gift card to the customer. 

  Customer response

  09/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Seller did not inform me what kind of gift card will be sent to me and how much was on the gift card. I cannot accept a resolution without that information. 

  
  Regards,
  
  ******* ********
  

  Business response

  09/20/2024

  Dear Mediator,

  The gift card is a $200 gift card to the store.

  Customer response

  09/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I don’t want a store credit as I had issues with getting my product from the store. I don’t want to be made to buy something else in the future. I also spent like $2400 on the living room set that was a month late and I had to call many times to find out when I would get it. The store did not contact me. 

  
  Regards,
  
  ******* ********
  

  Customer response

  09/25/2024

  Yes the communication was not there at all. I had to call multiple times to find out where my couch was. Although, I know things get delayed, it was delayed for several weeks and was not communicated to me. This is not appropriate communication at all. Being compensated by an in-store credit is not sufficient because it’s making me come back and buy something and spend more money that I don’t need to.

  Customer response

  10/06/2024

  Hello,

  I am responding back to the complaint of my furniture being almost a month late and not having any form of communication from the store, unless I reached out. In a settlement, I’m asking 15% refunded of my $2200 product that I bought which is $330. I’m asking this to be refunded to my credit card, which was my form of payment that I used. That is 5% every week it was late and not communicated with me about where my product was. 

• Initial Complaint

  08/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Recently purchased a ******** electric dryer from here. Within about 5 weeks of purchase it stopped running. The tech came out 4 weeks after contacting the service dept and miraculously said it was fixed. Fast forward 2 months, same problem. Except this time I had to contact a repairman outside of the company to come out due to the repair dept never returning my call. The repair guy found a wire inside that had melted into. Said it was very dangerous and changed the wire for us. Fast forward again 3 months later and same issue. Dryer won’t heat or run and no service repair help. I’ve asked for replacement or a different product in place of this fire hazard that they sold us. The store manager hung up on while speaking with him after the second issue. I want my dryer wither replaced or my money back.

  Business response

  08/20/2024

  Dear Mediator,
  
  During the first repair attempt, opened 4/22/24, the technician noted that the issue was with power incoming to the unit and until it was corrected nothing more could be done for the dryer..  Another WO was opened 6/16/24 and parts are available for repair, but the customer won't respond to the Service Department attempts to schedule for the technician to go back out.
  
  The warranty is a repair warranty and with parts being in, Big Sandy Service will need to continue with repair.

  Customer response

  08/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. This is incorrect. They said their was a power issue on our behalf. We paid an electrician to completely require an entire new setup. Once that was completed the same issue remained. This last time that we reached out which they are referring to us not responding is a lie. The manager hung up on me while on the phone and the service dept has never returned my call. I’m still currently awaiting someone to come back out for the third time to assess this issue. I had to reach out to ge myself the last time and have someone come out that I was partly responsible for paying for. Their was a wire completely burnt into that the repair tech found and said this is very common with these types of dryers and that I should be eligible for replacement of something else or a refund before it caused my home to burn down. 
  
  Regards,
  
  ******* *******
  

  Business response

  09/17/2024

  Dear Mediator,

   We have not been to the home since May 2024. We have been trying to schedule an inspection to see what the unit requires to repair.

  Until we can diagnose the issue we are not able to determine the next step.

   

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First off I was having an issue with a chase lounge that I bought off them. In the coushin where you set they are like a whole. The fabric is not rip it is not hurt or anything. So I called big Sandy and i talk to one of their customer service people told them what was going on and sent them pictures. The customer service agent said well it has a three year warranty and they will send a guy out to look at it. Well they sent one of their workers here. He did everything he was suppose to do. Then today August 15 2024. They sent a text saying about an estimate to have it fixed. They said 165 plus tax plus if they bring it. 69.99 plus taxes. I am like no it should still be covered. Here are the pictures of warranty and the issue

  Business response

  08/20/2024

  Dear Mediator,

  Big Sandy Service has advised the customer that the Manufacturer will be covering the replacement of the cushion. The customer would only be responsible for the cost of the labor for the technician to go back to finish the repair.

  Customer response

  08/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  First off here is the thing that is great that the mfg is covering something  under the warranty that i paid for. Secondly why should i have to drive 63 miles one way to pick up something that he mfg is shipping to the store. I look at like this if the mfg can ship to a store then they can ship the item to my physical address and the more i think about it pay a tech labor of fee of 69.99 plus tax  jus to bring a coushin and slide it in . Come on  isnt that a little stupid. i mean it don't take a genius to slide a couch coushin in. the way i look at it if i pay for warranty then all of this should be covered. i don't expect to come out of pocket nothing. also i mean if they want 69.99 plus taxes. then i tell you what i will come and pick it up myself and big sandy can pay 69.99 plus tax for my time. i mean that is just how i look at it

  
  
  Regards,
  
  ****** ******
  

  Business response

  09/02/2024

  Dear Mediator,

  This customer purchased on 5/25/22 and did not purchase an extended warranty. Since the Manufacturer warranty only covers labor costs during the first year, the customer was provided a quote on what the cost of a technician would be. From that point, it was up to the customer as to whether or not the issue warranted a need for a technician.
  
  As far as the shipment of the part, all furniture parts are sent from the Manufacturer to the Service Department and from there all furniture parts are sent to the stores on the shuttle that delivers their sales products.
  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a fairly expensive sectional with 3 power recliners and about a month after getting the couch one of the recliners stopped working. Called the customer service number they sent someone out to look at it. This was on June 10. Said it was a bad switch and someone would call me in a 2-3 days to have it scheduled to be installed. Never heard anything for about 2 weeks so i called and they said no eta in the part yet to call back at a different time. Called back about a week later and still no eta. Called back the first of August and still don't have an eta. Called and requested a manager. Said part is 1-3 weeks out and was basically no help at all. Didnt seem like she even cared. So now when we get the part to call and have someone come out. Mind you this is 2 month of waiting around for nothing. And now we have to wait another almost month to get the part then still have to call to schedule someone to come out. I am paying on a very big purchase thar doesn't even work.

  Business response

  08/16/2024

  Dear Mediator,

  Please be advised that the part has arrived, and the repair is scheduled for 8/27/24.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Frigidaire Gallery bundle (refrigerator, gas range and dishwasher), along with a new washer, dryer and mattress on June 27, 2023. Within that time, my dishwasher has been serviced more than six times, three of which have been by the same repair man. The last complaint for a service work order was right before the warranty expired. The parts had to be ordered. The repairman called Big Sandy to ask if he could potentially work something out so that we could move forward with a replacement. Long story short, I’m now in my extended warranty and have a brand new dishwasher that doesn’t operate correctly … and a company that has not followed through with customer service. I spent a lot of money with Big Sandy. I would like an apology, a full return for the money paid or a working dishwasher with a new warranty. I would also like to be compensated for the 14 months that the dishwasher has not worked!

  Business response

  08/16/2024

  Dear Mediator,

  This customer has an appointment with the Service technician on 8/19/24.

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a speedqueen washer and dryer that was delivered at the end of 2023. I spent over 3,000 for the set. On June 3, I put request in because washer was throwing a NF code. They diagnosed over phone, ordered parts, came to fix it a week or so later. Then had wrong part, so ordered next part then another mechanic comes in June 26, and fixed it. Said the screen had sediment in it. And that was all was wrong. The very next day (June 27) after washing one load we put in dryer and the dryer wasn’t heating. So I once again messaged Big Sandy. They once again diagnose over phone we waited a few weeks and they sent a service man out, wrong part said it was control board not the heating element part they brought. So again they left and had to order next part. Fast forward again a few weeks they come back, and it’s a different person and well that control board didn’t work something about 1 prong or 2 prong. By now it’s been a month. That guy leaves to order correct part and last Thursday the guy comes and it’s actually now supposed to be the heating element that they supposedly brought the first time. So we are a family of ten, who has been without a washer then dryer since June 3rd. I am paying payments on this set. It is costing us 50 or more a week at laundry mat that is 20 minutes away. We have called 4 times to get a supervisor or someone call us regarding this issue. We want either a replacement or a loaner. It’s ridiculous how the service is. One customer service person got absolutely rude as can be. But said a supervisor would call us. Still hasn’t happened. I am attaching all texts that shows how many times they have been here. Please someone call us back or fix this!!! I have 8 kids at home. I need my dryer fixed.

  Business response

  08/16/2024

  Dear Mediator,

  We apologize for the delay. As soon as all of the parts become available, we will contact the customer to schedule the repair.

  Customer response

  08/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  As of Friday August 16, 2024, we still have not heard from a manager and have asked numerous times. On Thursday August 9, they once again brought the wrong part for the 4th time and they said they would have to order the part, yet it’s the same part they supposedly brought the very first time. So why would it have to be ordered again. On Monday August 12, they text saying part would be in in 2-3 business days and as you can see from text it still hasn’t came in or as the person who was texting said it may be there. But we still do not have a fix date. At this time I want a new Dryer delivered. I need a dryer. I am paying monthly payments over 100 dollars just for this set that I haven’t got to use since June. I am also having to spend over 200 more a month just on going to laundry mat. 
  If we could give both back and get the money we paid for entire set so far back, we would do it and take our business elsewhere. This is absolutely ridiculous. Why won’t they call us back? We have asked for a loaner(but they need manager approval) who won’t call us back! 
  Regards,
  
  ****** *** ******* *******
  

  Business response

  09/02/2024

  Dear Mediator,

  The customer's repair was completed on 8/22/24, and the work order has been closed.

  Customer response

  09/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  yes they did finally fix it on 8/22/24. But offered nothing for making us wait so long. With so many texts and not answering or calling with repeated requests. I think our complaint should be posted with the rest. I have never had such horrible customer service. It was like they did not even care that we were struggling. They never offered a loaner dryer, or money off since we went without for over 2 months and had to go to laundry mat spending hundreds of dollars on laundry. 
  Nothing! 
  
  Regards,
  
  ****** *** ******* *******
  

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased washer/dryer 7/26 Delivered 7/31 Water all over the floor from 7/31-8/5 Kept getting run arounds Kept pushing delivery dates for replacement Not yet contacted me about replacement of my flooring ***** loan still active & no longer have washer/dryer after dropping them off MYSELF 8/5 (Can give full story, but this box won’t let me exceed 2000 characters)

  Customer response

  08/08/2024

  So I had purchased a new washer/dryer set from big sandy 7/26. They were unable to deliver until 7/31. The drivers got here, set it up, and then left. 15 min after they leave I started up a small load of a few items to test out. It started gushing water from the bottom of the washer and went all over the floor. I contacted big sandy IMMEDIATELY. They sent emails and texts to the driver and they said it wouldn’t be until the next day (8/1) till they could come back out and fix it. 
  We soaked up all the water we could without moving the washer. The next day came & I called about them coming to fix it & was told it will be the following day, (8/2) Meanwhile it’s still sitting in water. 
  8/2 they came around 12 to look at the washer. In under 5 minutes they had told me it was indeed not the hookups, but the washer. I was told I would get a new washer. 
  The delivery crew left & left the washer in place & told me someone would call. About 3-4 hours later I still didn’t hear anything from big sandy. I called them & they said they knew nothing about me getting a new washer. 
  That is when I decided to go to big sandy myself to figure out what is going on. I went to the store where I purchased the washer/dryer. The sales guy that I had bought it from was currently on the phone trying to figure out a resolution. 
  Once he got off the phone he told me they said they would “maybe” be there tomorrow to replace the washer (8/3). I was confused as to why I had to wait yet another day, and why they didn’t take the washer out when they were at my house. So I asked to speak to the manager. 
  She said she would be with me as soon as she could. After waiting 30+ minutes just to speak to her, watching her with this customer, a lady came in with a tray full of food & the manager stopped what she was doing to look through everything and purchase something from the tray, meanwhile the customer was waiting on her, as well as myself. 
  The customer went to use the restroom & in that time she ignored me completely. The woman had came back and said she found another item she wanted and they were in the process of getting that next item. I decided to just call corporate. When I talked to them they said they didn’t see any notes about what was going on so, I had to explain the situation again. They told me to wait for a brief minute to figure out delivery information. 
  After waiting a couple minutes, she got back on the line and told me that they would be there tomorrow to deliver the new washer and take the old one. 
  When I was done with the phone call, the manager was still talking and gossiping with the customer whom had already purchased her items. I felt like no one cared about my situation AT ALL. 
  After waiting almost an hour to speak to the manager, I had to tell her the WHOLE situation due to her saying she really didn’t even know what was going on. 
  I explained to her that at this point the washer had been sitting for 3 DAYS in water. She gave me an email address to send photos of my damages to my flooring and said they would handle that part and I would be contacted within 72hrs. 
  I had also spoke to ***** during this process and they said they were pushing the first payment till the end of September.
  The next day (8/3) I receive a call from big sandy stating they will not be able to deliver and pick the old washer up until AUGUST 7th. So a week with water sitting in my floor. Moldy towels everywhere because I have no way of washing them, and damages are getting worse. 
  I told her that I would like to just return the washer and dryer and receive a refund for what I have already put down. She then goes to tell me, they still cannot move the washer till after the 7th. WHAT?? 
  I called corporate yet again, and they told me to send pictures of damages yet again to the email they gave me. 
  (8/5) I called big sandy and told them I was gonna get some help loading up the washer and dryer to take back and they informed me I had to take them to the warehouse. I dropped them off and they wanted me to sign a paper. I asked the guy if I would recieve a full refund, and the lease would be taken off if I signed the paper and he said “yes ma’am”. 
  (8/7) After not hearing from ***** or big sandy in regards to my refund and the lease to be taken off I logged into the ***** app & it had said it was active and that I owe money on 8/14, even though I was told I didn’t have to make a payment until late September. 
  I immediately call Acima. 
  Unsure on what all he meant as to why they couldn’t do it  today. (Honestly I don’t even remember the whole conversation because I’m grieving after losing my grandpa (8/6). 
  It has now been 8 days and I haven’t heard about what they are gonna do with the damages to my floor, or anything about the active lease I still have. 
  I’m beyond upset with the whole situation. 

  Business response

  08/20/2024

  Dear Mediator,

  Please be advised that the customer has been contacted and was advised that the Delivery company deemed this a manufacturer defect in product, as opposed to it being the fault of the delivery team who installed this. The customer was advised to contact the manufacturer and was given the phone number to contact them.
  
  As far as the lease, the refund was sent back to ***** and in turn, ***** credited the customer's contract and refunded her for the payments she had already made.

*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. ↩