ComplaintsforThompson Appliance Service

• Initial Complaint

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company was recommended by the store that I bought my range from. The work needed included cutting the existing granite counter top to fit, installing the electrical (old range being replaced was hard-wired, needed an outlet for new one) and attaching the updraft duct and blower. In summary, they did a good job with the counter, looks great. They botched the installation of the electrical outlet and never completed connecting the updraft. I had to pay for the electrical issue to be diagnosed (Thompson did someone after to actually fix this). The completion of the install was done by the service tech sent by the manufacturer. To date, I have not been billed for that, but would not be surprised if I am. I would like to be refunded $129.00, the amount I spent to determine that the electrical was not done correctly. I have attached the Appliance Hospital (sent by manufacturer) that shows the issue found and the amount I paid.

  Business response

  03/17/2023

  The issue was not installation related. When we sent our tech out the 2nd time, he took a picture of a s**** that was going through the unit from the manufacturer, it was not one from installation and we sent that to Jennair and they had appliance hospital out to fix it.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  Thompson appliance performed damaging work to drywall and cabinetry without authorization, automatically billed a credit card for work not completed, demanded an extra trip charge to complete that work, failed to notify us of problems with the cabinet until all work was complete rather than before installing the appliances in question. All of these actions seemed to be designed to collect extra trip charges.

  Business response

  11/22/2022

  Hello, 

   

  We have reviewed multiple time with this customer about this kitchen not being up to the manufacturer specifications. For all 3 times we have been onsite, his mother (the homeowner) has been onsite and we have reviewed all modifications with her that were necessary to get the installation completed to which she approved. For any invoices that were charged, they have all been sent to ************************* and he has called in three separate times with different card numbers. Nothing has been charged against his knowledge as we have gotten approval after sending the invoice to him after every trip. Initially when we set up the job, I did let him know because of his area that there would be a trip charge for EACH trip we make out there. Off the bat, his wall oven was backordered so that was already going to be another trip charge that he was informed about multiple times. I have also submitted attachments from an email chain that he was notified of all of this information. 

  Customer response

  11/22/2022

   
  Complaint: 18446304
  
  I am rejecting this response because:

  - The merchant charged the card/attempted to charge the card multiple times prior to seeking invoicing approval.  I have email documenting this, including "Invoice Email 1" and "Invoice Email 2" where I had to ask for invoices to be sent, or the merchant states the card was decline then sends the invoice.

   

  - The merchant collected fees for the refrigerator install and failed to inform me the job was incomplete.  When pressed on this, they stated "you were going to have us back to install the oven, anyway, so what does it matter".  Collecting fees and failing to inform me the job was incomplete constitutes fraud.

   

  - The merchant demanded an extra trip to test the range, stating "Extra Trip 1" they couldn't test the range.  While there was only a junction box and no plug, the merchant is certified to do electrical work and could have used an extension cord to test, yet they wanted to collect an extra trip charge.

   

  - The merchant waited until late October (10/24) to inform me of the issues with the cabinets not being to manufacture specifications (Late Notice of MFG specs 1), despite doing the install on 9/15 (I am unable to attach that invoice due to the four file maximum).  The invoice for the install on 9/15 was sent on 9/27 demonstrating this merchant's lack of interest in invoicing before billing.  I didn't get an explanation of the issues until I pressured the merchant for an explanation.

   

  - The merchant states modifications on the last visit were approved by the homeowner.  I greeted the installers on 10/20 when they arrived then went to run errands.  My mom was out at a doctors appointment and didn't return until they were wrapping up.  At no point did they attempt to contact myself or my mother to approve their modifications to drywall or electrical.  We have phone call logs which will prove this.  Our ********* who was onsite can also confirm neither me nor my mom was onsite. 

   

  - The merchant continues to refer to the "homeowner" - my 81 year old mother.  I am a joint owner of the property.  The merchant's contract was with me.  I paid the merchant each time using my credit card.  The merchant had my contact info and made no effort to inform me of the issues with the cabinets or the need to make unapproved and unwanted modifications to drywall or electrical.

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

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We recently purchased a new oven. The sellers recommended this company for oven installation. The Thompson Appliance employees required that we give them card payment information for them to keep on file and that it would be charged when services are complete. They came to our home and started the installation process but left without completing the job. We were told that they would call us back to finish the job. After weeks of not hearing back from them, we found that they had charged card for services. We did not authorize this charge, we never received a quote or an invoice and the service was not completed. We called them back to get a status update and told them since they charged our card they need to come back and finish the job. They then told us that it was our fault the services were not completed. The installers stated we did not have the installation manual and we didn't have mounting hardware. This is not true. We have two manuals that we showed the installers but they merely glanced at them and didn't follow the instructions, leaving the oven sticking out of the wall. We even called and emailed both the oven company and the sellers to verify we had the correct manuals and and hardware (just two screws). We had to call Thompson place daily for a week and email them copies of the manuals before they agreed to come out and finish the job. In an email they stated there would be no additional charges. However, a few days after they finished the installation they charged our card again. We have called to dispute this charge with no resolution. They have not once ever called us back to discuss any of our concerns. Every time we call we get a voicemail or a person who says they will ask the owner and call us back. We have never seen an invoice, signed off on any of the work they did or approved of any charges. We've done everything we can think of to resolve the issue with diplomacy but are getting no cooperation from the company.

  Business response

  03/16/2022

  Hello, 

   

  This is still under review as we were just contacted on Monday about this. Right now, I am the only one working in our office so things like this are taking a little bit longer to be processed, but I will be in contact with the customer by the end of the day today. 

  Customer response

  03/17/2022

   
  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. The owner did as he said and contacted us directly. It was the most communication we've had with anyone at this company since we started working with them over a month ago. We were able to share our concerns as well as hear the owner's perspective. Thank you for facilitating communication between us and helping us to resolve this matter. 
  
  Sincerely,
  
  ***********************************

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