Grand Appliance and TV — Local services in Avon

To my surprise, I can only express my sincere disappointment in doing business with this company. The manager at the Avon store and their install manager were mostly a pleasure to work with, which is why I almost left two stars, but there's just too much wrong to not be a 1 star.

I purchased a washer and dryer from Grand Appliance in Avon. I decided since I purchased a new home, I didn't mind having them install. I purchased a unit with a steamer, and when they came out, they forgot the Y piece needed for it. They came back out 3-4 days later to install. When the second crew came out, they grumbled that the previous crew did a poor job of installation (it wasn't level) and were upset the previous crew forgot the Y piece. In both visits, a mess was left, and the unprofessional-ism experienced by the constant banter between employees was just uncalled for.

After working with my washer and dryer side by side for about a week, I realized there was minimal room and decided to stack. I had to return the pedestals because they can't be stacked. Since I was returning the two pedestals, the difference was actually giving me back money, and the person who sold me was very clearly unhappy I was returning (it seemed like it impacted his commission). Anyway, they came out, and apparently the two previous crews didn't leave the feet (they tossed them) so they said they couldn't stack until they had feet. They had to special order feet. They came back out to install. After stacking, they left. At this point, 4 different crews have visited, each one complaining about the crews prior.

A couple weeks go by, and we are trying to troubleshoot why our dryer is squeaking/shaking when the washer is on. I look under my dryer and i see adhesive that isn't adhered to anything (part of the stack kit); the feet on the dryer were on. To keep it short; they improperly installed the stacking unit and should of removed the dryer feet.

I reported my findings and asked for a refund for the installation. I was told they would get me the refund. I asked for a partial on my card; they said via check only (despite my previous refund being via credit). I waited 10 days, asked for an update, and was told the owner needed to sign the check and was away and would be able to sign it soon and mail out. No proactive info coming from GA. A couple weeks later, I was told they would just refund me via credit card (that wasn't an option before). That was last week; I'm still waiting.

Additionally, I decided to take advantage of a good deal at GA and replace my Fridge, Dishwasher, Microwave, and Stove in a separate visit. They had a really good Rebate program, but I had to push GA via their manager to get my rebate approved (They initially denied it) which consumed a bunch of my time. This install crew was nice enough, but told me I had a leak (when I did not). They decided to not install the anti-tip bracket on the stove, which is required by law - so I had to pull it back out and install.Additionally, I learned there were additional holes in my cabinetry; ones that weren't there before. I'm very confident additional, unnecessary holes were made by the technician. The distribution/install manager agreed to send out someone who is 'skilled' in restoring wood. and could fill the holes. He spent 3-4 minutes and did a bad job. After 10 days, my house still smells, and the holes look awful; I was told their was a 'slight' dip in one of them, but all 3 had massive dips and weren't filled properly.He just threw a bunch of liquid wood filler in the hole. No effort to smooth it out, he made an absolute mess surrounding the hole. I sent a picture over to the install manager and simply asked - would you put your name on this work and be proud of it? Essentially the install manager agreed, and said he would refund me the install for the microwave as well; but I'm still waiting on the refunds for poor installation.

In summation - while the company has great reviews, I had a very poor experience with nearly...

I purchased a washer & dryer from Grand in Avon, Indiana. The short story is I have contacted them no less than 7x to correct the issues and have now been totally ignored. Therefore I will publicly share the details to warn the consumer. At the initial install the installers dragged my new appliances through the snow & mud because they were lacking equipment/straps to move the appliances (additional issues not mentioned). This left a huge mess in my home. They did not test the washer & dryer before leaving. Upon cleaning up after them I started the washer which made the hoses shake vigorously and had loud thumping noises. I called my sales person, Tom, who was not in so I emailed him as well with my concerns with the install team and washer. I was later told Tom doesn’t check email-explains why he never returned my call or email. Another associate, Jeff, heard my concerns, asked for the pictures and confirmed the install service was unacceptable. He said he would forward this to Rick the installation manager who would call me on Monday. Rick called and sent a new install team out which was a step in the right direction but not one time did he apologize. New install team came and fixed a few things that were not right from the initial install and agreed that the washer was making a loud noise and told us we needed to call a plumber for arrestors for water hammer. Mind you this noise was not happening with my “old” working machine. I had a plumber come out twice to put on two different sets of arrestors and then a new valve-machine is still making a loud noise. I took video and contacted the store again asking for Patrick the store manager as what the install team said to do did not fix the issue. Initially Patrick was responsive, heard the full story, admitted he had received several complaints about this install team and stated he would help me resolve this. He even suggested that they would be swapping out the units. Patrick said he would be having a meeting with the warehouse on 2/11/25 at 10am to discuss the issue and make sure it was all taken care of. He even confirmed that I did the right thing by calling Grand and not the manufacturer since the problem was from the initial install and the machine was not sounding right and wasn’t tested while they were at my home. Since 2/11 I have emailed Patrick 3x and text him at the number he provided with no response with a status update for a solution. I was trying to be patient since he had been off of work for a few weeks. It has been over 3 weeks since the last time he replied to me. Since delivery I have talked to 3 Grand sales reps and a warehouse manager and had 2 install teams out and this has not been resolved. I have also had a plumber out twice. This machine not working right from the delivery is totally unacceptable. I have never publicly left such a poor review-however it is clearly earned. From the installers smelling like weed, to dragging new machines through mud and snow instead of a clear drive, the machine not sounding the way it should and lack of follow up. I remain in awe of the poor customer service that has led me to leave a negative...

I can only rate my shopping experience for a french door refrigerator at the current moment. It was excellent.

The showroom is well appointed with a wide selection of all the major brands. My interaction with the store's manager was outstanding.

Patrick allowed me to shop and gather my thoughts, as I asked, alone.

He thoroughly answered my questions for the three units I had short-listed. He prepared a detailed quote for each refrigerator before I left the store.

He communicated clearly and professionally. I called just before store closing with more questions. He answered each of them without rushing me and he even took a measurement for me.

I am glad Grand was listed on one manufacturer's website as a preferred retailer. I had seen their storefront visiting Target, but I had no idea who or what they were.

I will update this review after my new appliance has been delivered.

5/25 Update - My fridge was delivered today. The communication regarding the delivery timeline was excellent. The Grand app allowed me to monitor the delivery truck's progress from the time they started their route right up to arrival.

Omar and his teamate performed the delivery in a workman like manner. I would give the delivery 4.5 stars.

They removed my old appliance, placed, leveled, connected my waterline to the new fridge and checked for leaks. One of the reasons I chose Grand is because they provide a one year guarantee against this connection leaking.

They answered my questions before they left. I did not notice that although the box was leveled the two upper doors were about 1/4" out of alignment. The allen wrench and instructions provided by Frigidaire allowed to align the doors in 5" or less.

They would have received 5 stars except for small pieces of protective plastic left in various places around the French doors. I find this is common when delivery people with busy schedules quickly rip the protective plastic from the appliance. It only took me about 10" with an Exacto knife to trim it back properly leaving no plastic peeking out...