Grand Appliance and TV — Attraction in Indianapolis

Do not purchase from Grand if you need them to do installations!! Purchased appliances in Lafayette, Indiana but installation teams are sent from the Indianapolis market so leaving a review here to warn Indianapolis customers.

Completely remodeled our kitchen and purchased a complete suite of Subzero and Wolf appliances. Chose Grand because they were "Certified" to install, which is required in order for the full warranty to be in effect. First installation team had no clue how to install the appliances I purchased, they screwed up the steam oven, dishwasher, wine cooler, cook top and vent hood that required another team to fix. The steam oven had the water line and drain line incorrectly installed plus they did an initial bake off of the factory coating while tape and plastic film were still inside the oven. I asked if they had installed these appliances before and they said that they had on the refrigeration but not anything else. I responded with, "I thought you were certified?" Turns out these two were not fully certified, they had only watch 4 hours of videos on refrigeration. After this the team disappeared, not going over anything or having me sign anything. After multiple emails and phone calls, got their "expert" installation team scheduled, they did know what they were doing and it took them several hours to fix all the issues the previous team had left.

On top of all this, prior to delivery the sales rep told my contractor that the steam oven I was getting required a water line and drain to be installed. I called my rep (Miranda) and told her I had wanted the oven that had a cartridge and not the plumbed model. She confirmed that they were delivering the plumbed model. I paid my contractor to have the water and drain lines installed, the oven showed up as the non-plumbed model. Called Miranda back, she said she'd get me the plumbed in a week. 15 minutes later she calls and says she needs a credit card, it's $700 more! Said it was am error on the website and if I didn't pay it they wouldn't deliver it. Her error cost me over $2,000 with the water and drain line installation. Took 3 months to get everything delivered and fixed plus cost me multiple vacation days since they don't install on weekends...

Sure, they carry some beautiful high-end lines, but based off of my experience, I would caution you that you'll get the Mercedes-Benz product offering with used car lot customer service when issues need resolved.

We purchased a set 3 panel-ready appliances from Grand Appliance back in July of 22' for a custom bar project at our home. One of the appliances, a Perlick wine fridge, took a few months to deliver, but finally did in October. Once I unboxed the unit after it was delivered it became very apparent that something was wrong with the door and it would not shut completely. After of waiting for a couple of weeks for Grand Appliance's repair vendor (Lakeview Appliance Repair) to get to the house to troubleshoot the issue, it was determined that a new door and hinge was needed.

12 weeks after the tech determining we need a new door and hinge, we are still waiting on resolution to the matter. When going through my sales rep, who I do think is a nice guy, I'm pretty much told that his hands are tied and to reach out to their corporate office. I get very little assistance from Grand Appliance corporate, so I am having to personally check in with the manufacturer (Perlick) to get status updates- which I do not feel I should be doing so as the paying customer. The retailer that I purchased my units from (Grand Appliance) should be doing the legwork on that.

I suggested to a representative on the regional/corporate contact at GA that I was able to establish contact with that maybe we need to just reorder a new unit and return the defective unit. I wasn't directly told "no", but he was sure to point out that in the contract it states that no returns are allowed on custom orders.. so I took that as him laying the ground work to deny that suggestion. As the consumer, I've paid for a product that has not been in good working condition since the day it was delivered 12 weeks ago. The unit is not only defective, but completely unusable. The burden should lie on the seller to rectify the situation and make things right, and Grand Appliance has failed to do that since the problem initially surfaced.

I would highly suggest searching elsewhere and NOT going through Grand Appliance for...

We purchased 4 new appliances from Grand at the beginning of February. We paid a bit more than the Big Box stores but were looking for helpful advice and support as we were spending thousands of dollars. We chose GE Profile for similar reasons. We received our fridge, dishwasher & microwave promptly with the double oven slide in range coming a few weeks later. There were installation problems & minor dents on the dishwasher and that was all corrected in a timely fashion. The first time we used the range, the hot surface light never went out after the cooktop was completely cool. Grand sent a repairman twice but the issue wasn’t corrected. During that time we realized the top oven wouldn’t broil and seemed not get up to temperature and one of the cooktop burners brought things to a boil, when turned to low. Another repair was scheduled and another part replaced-still no issues were resolved…. The repairman even said. “I don’t know what other parts to switch out-this unit should be replaced”. After many emails, phone calls, & in person discussions, all instigated by us as there customer service rep never returned our call, Grand says GE denied the exchange & they want to send yet another repairman over ( so we can take more time off work to accommodate the arrival window) to ‘fix’ our brand new range. Crazy! We bought a new, supposed to be in perfect working condition range that hasn’t worked properly from day one. We believe it’s a lemon and should undeniably be replaced with a properly working unit. Easy to blame GE, and I do believe they should stand behind their products, but we did business with Grand-they’re who assured us these were quality products and took our money! They sell truckloads of GE Appliances and they undoubtedly should deal with any replacement issues with the manufacturer. However, we’re Grand’s customer and they should stand behind what they sell and learn what quality service means. Now we have to spend more time trying to get a new, properly working range which is what we thought we purchased in the...