Mary R Cyv
map-marker Daingerfield, Texas

Poor service no tech available for repair

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New dryer quit heating, parts are in and waiting, no tech available to come over and repair!
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Anonymous
map-marker Naples, Florida

The absolute worst customer service

Purchased a refrigerator from this company almost a year ago. The ice maker is in need of service. I tried three times to schedule a service call. You are on hold forever. Once someone did answer, I was told they would try to fit me in at my requested time but would need to ask her supervisor and then call me back. I'm still waiting for that call.
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Tom G Hhi
map-marker Bonita Springs, Florida

Extended warranty cheaper from the manufacturer than Bill Sm

I was surprised to see the price difference. Why wouldn’t the salesman know that.
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Alecia C Xve
map-marker Fort Myers, Florida

Don't buy anything from Bill Smith Appliances.

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My dishwasher that is under Bill Smith's warranty has not worked since April 16th; it is now May 23rd and the third service call is scheduled for June 1st. I will never purchase from this store again nor will I recommend them!
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Reason of review:
Order processing issue
1 comment
Guest

i agree. their customer service is unacceptable.

they charged me $100 for a (literal) 3 minute diagnostic visit. I thought for sure that money would be used for the actual service. not happening. appliance is high end - bosch dishwasher.

still not fixed but the part has been in for a number of days. I purchased all of my new kitchen appliances from them. will NEVER buy anything for them again.

be very cautious when you deal with them. rude, very negligent in call back.

Anonymous
map-marker Bonita Springs, Florida

Terrible Customer Service

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Bill Smith has terrible customer service! We repeatedly went round and round and round with them after we bought a brand new TV that did not work. They wanted to blame our Internet service and every other possible person and take no responsibility. They were very difficult we called multiple times and are still stuck with a bad TV after paying more than $700 for it. I would not recommend this appliance company to anyone. Go to Amazon or Walmart their return services and or customer service is 10 times better and much easier.
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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous
map-marker Port Charlotte, Florida

Heartbroken with purchase at Bill Smith Appliances Port Charlotte FL

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Two months ago, my husband and I purchased over $3400 worth of appliances from this company, we were long-time customers having purchased Samsung TVs, Whirlpool Duet washer dryer, and GE appliances in the past. This time we bought 4 major Samsung kitchen appliances was awful.

(That was the only appliance on "clearance" for the price of $549.00 After using our appliances, we quickly realized the dishwasher is real junk. It's design is poor, there are many things wrong with it. The top rack sticks to the inside back wall, and you have to yank hard to pull them out to empty of fill with dishes. It's enough of a jolt to break the glasses, for sure.

The detergent dispenser won't close most of the time. The spike supports that should hold the dishes are various sizes, but most are very, very short and the dishes don't stand up. The whole design is poor. We got black stainless.

That and the fact that the dishwasher is very quiet are the only good things I can say about it. The worst part of all is that no matter what settngs I use (Heavy, Sanitized, Power Boost,) the dishes will NOT come out clean, even though we always rinse and scrape our dishes. My 14 year old GE dishwasher, that we gave away, worked much better, i paid a $549.00 "Clearance" price. the warranty was another 39.99, the sales tax, the delivery, and installation of $70.00, and the dishwasher hook- up kit.

for about $30.00. When I contacted Bill Smith they said they would take it back and I could choose a different one. However, I would have to pay the difference in price PLUS a "restocking fee" of $54.00, a $10.00 increase for the warranty, the sales tax, and a $110 for delivery and installation. The one I chose was a GE....even though it wasn't a matching SAMSUNG....that's how unhappy I am.

It was on sale for $699, but as the paperwork was being typed up the news got worse and worse, until I just walked out with tears in my eyes. I was nickled and dimed to death the longer I sat in that chair. "Oh, I forgot to tell you, the black stainless will be a little more money. It's $776.00.

The sign read $699 (regular $799) and the color choices were listed. I wish I could turn back the clock. I'd like to just sell it and go to JC Penny or Best Buy and buy another dishwasher and pay the price all customers pay. (The only thing is I would never dump this piece of garbage equipment on another person and make them suffer, like I have.) I have actually been in tears over this.

I don't know what I'm going to do.

Thanks for reading. SAD Susan

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Loss:
$650
Pros:
  • Appliances looked good
Cons:
  • Poor quality merchandise and lack of fairness to customer
Reason of review:
Bad quality

Preferred solution: I already tried a solution and they were trying to cheat me again, so I left

1 comment
Guest

Well unfortunately I’ve come to the realization that the extended warranty that bill smith tries to sell with every single piece of appliance has turned into more about the salesperson making a commission on the sale of warranty rather than actual warranty coverage itself.

Anonymous
map-marker Fort Myers, Florida

Horrible customer service

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Bought $6000 samsung kitchen appliances. Frig fan now apparently bad.

Take two weeks to get parts. Asked what about my food, mgr said get a cooler. Did not care that without one at all.

HORRIBLE CUSTOMER SERVICE, he even laughed at us. DONT BUY from Bill Smith!!!!

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Reason of review:
Damaged or defective
2 comments
Guest

I was going to buy a new front loading washer and dryer and pedestals from Bill Smith but after reading the reviews on how they run their business and customer service I will probably go back to Lowe's or Home Depot., I am also in the process of remodeling my kitchen and I am going to buy a new microwave a new range in a new refrigerator but I will not consider Bill Smith because of the bad reviews I have read .

Guest
reply icon Replying to comment of Guest-1487762

Hey Jack, I waited to post my review until my issue was resolved. I had damage to my purchases during installation.

The staff replaced the items, fixed my door & made sure I was satisfied. And I'm really demanding & rarely happy when things go wrong.

Got to give them credit. They were bending over backwards to fix the problem.Now if I could only find a decent handyman in fl....

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Anonymous
map-marker Bonita Springs, Florida

Hideous!!!!

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Waited for 25 minutes for the technician to come out and fix the REFRIGERATOR...WAIT TIME IS SOOOOO LONG BECAUSE THEY TOOK OFF 3 DAYS -weekend and a Holiday on Monday!!!! WHERE THE *** IS YOUR " CUSTOMER SERVICE" that you constantly rave about?? A complete Joke... I wish you treated your CUSTOMERS AS GOOD AS YOU YOUR HELP!!! Hire more HELP!!! Give us a break!!! Did all the service *** go on break AT THE SAME TIME???! The Wait time is filled with PUTRID, HOWLING MUSIC--NOISE...WE WOULD Rather have silence!!! DISCUSTED PREVIOUS CUSTOMER...NO MORE!!!!.....LAST TIME I SOIL MY SANITY BY EVEN ENTERING YOUR PLACE... Bett Mc Gruder Bette Mcgrudee
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Reason of review:
Poor customer service
Sheridan Ynf
map-marker Naples, Florida

Terrible

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I purchased a $10,000 GE refrigerator in 2013 from BS. Once I paid for the refrigerator the sales person would have nothing to do with me.

They did not put the base plate on refrigerator, so they had to order. I was then told I could easily install it myself, which I declined. In Jan. 2017 refrigerator stopped cooling.

I paid repair bill over $400 to have fixed. Once again in October 2017 refrigerator stopped cooling. Because "I had another smaller refrigerator in my home, they couldn't come out to fix for 5 days"!!!!

AND there would be a $100 diagnostic fee--even before fixing. I would NEVER buy anything from this company again--and DON'T believe their advertising!!!!

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Loss:
$500
Reason of review:
Poor customer service
1 comment
Guest

The unit is out of the manufactures warranty! When does BS responsibility end?

Remember they don't make the the unit, they just sell it. Your dissatisfaction should be with GE not BS.

Anonymous

Delivery at 7:00 PM?

I recently purchased a washing machine at BS. Delivery price was good, and they take away the old one.

Bonus. That is until I found out that I was the last delivery of the day. I opened my schedule up so that I had all day covered, no matter when they came, not thinking they would come after 5:00 PM. I was told by the store manager BS schedules based on what is the best route for them.

Well, I come from a customer centric background where we asked the customer for their preferences.

I guess I learned my lesson. Not sure I would buy from a non customer centric company again.

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Reason of review:
Problem with delivery
1 comment
Guest

I WOULD HIRE SOME PEOPLE EAGER FOR WORK AND HAVE THEM PICKET THE STORE. EASIER THAN A BIG STORE SINCE BS IS SMALLER AND MORE EXPOSED. YOU CAN BE SURE BS WOULD LOSE THOUSANDS AND RESPOND.

Anonymous

ARROGANT/UNCOOPERATIVE BONITA SPRINGS, FL. STORE MANAGER NOE DIAZ

We recently purchased a small TV and installation from your Bonita Springs store as your Naples facility was flooded out. The sale was less that $300 (chump change) for you; and purchased under my wife's maiden name: Martha Iazett. At the time of delivery, I was obtaining a physical and Martha was alone. Sean, the young technician was extremely kind and efficient and left prior to my arrrival home. Then neither of us could get the TV to work. We tried to phone Sean but were unable reach him. We called the Bonita store and Office Manager Noe Diaz got on the phone and with the most appalling arrogant condescending manner tried to tell us things like: " PUSH THIS BUTTON----PUSH THAT BUTTON---AND SUCH"....ad nausem. We're a couple of seniors and couldn't understand what he was saying. He kept bragging over and over that he was: "THE OFFICE MANAGER". I KEPT ASKING HIM TO SEND THE TECH. BACK. When on the phone, I DID raise my voice because Mr. Diaz was completely devoid of customer service. In no uncertain terms I stated I resented his attitude, tone of voice etc. At one time he threatened to hang up on me. Finally he agreed to send Sean back. He returned and was most helpful......solved the problem etc. Sean is a credit to your organization. I've done some business with you in the past.....Francesco P. Morsilli.....60" TVs etc. I was told I'm still in your computer. I WILL NEVER DO BUSINESS WITH BILL SMITH AGAIN IF I HAVE TO DEAL WITH NOE DIAZ.
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Reason of review:
Poor customer service
Resolved
Khole Syr

Resolved: Very poor service for a new range actually NO SERVICE

Updated by user Jul 28, 2017

I called GE to have a repairman come out. They did, he repaired the range,I paid the bill,and now am waiting to see if I can recoup the money that I had to payout.

Original review Jul 19, 2017
Two years ago we purchased a complete kitchen package,including a high price range. We also paid $1200.00 for a 5 year extended warranty,last week our range stopped working, we called, a repairman came out two days later. After about 10 mins looking at it, he stated that he has to order everything electronic in the rear of the range. The next day, a woman named Cindy called to say that the service would not be done by Bill Smith, but by GE. That's the last we've heard from them. We called again today to speak to her, but how funny she couldn't come to the phone, and no one has called back. So here we are without a range. Oh... the light inside work's. :) :)
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Loss:
$2460
Reason of review:
Warranty issue

Preferred solution: Have someone who know's how to fix it, please fix it.

Javontay Wcs

Bill Smith Appliances - Ge Appliances Refrigerator Review

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Bought refrigerator from bill smith in November 2016. Ice maker not functioning.

Call bill smith store where I bought it. Got the run around. Given service number to call. Got the run around and on hold forever.

Can't get an appointment for a month (they repair a lot I guess). Will be charged for repair as they consider it "customer education". I guess everyone has alternative facts nowadays. When I purchased the refrigerator I was told I had a one year guarantee but I guess you have to pay separately for that every time you need a repair even if the refrigerator is less than 6 months old.

. Beware there are many positive reviews but if you need a repair don't count on them.

Really bad customer service and lies on guarantee when you buy something. Just BEWARE!!

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Reason of review:
Damaged or defective
Anonymous

Warranty issues

Four and half years ago I purchased a full kitchen from Bill Smith Naples. At the time I also purchased an extended warranty.

One week ago 04/11/17 the ge profile refrigerator stopped working. I called the service department. After being placed on hold for 15 minutes, I was told that it would be a week before someone could come out. I was told that the service repair man only comes to Naples on Tuesday and Thursday.

I called on a Tuesday and Thursday was booked. I was also told that I could not schedule the repair person at that time. A service person would call on 04/18/17 between 08:00 and 09:00 to schedule the appointment. At 09:10 no one had called.

I called and a person who identified herself as Lisa answered the phone. I explained the situation to her and she explained how busy they were but she would see if she could find out what time someone would arrive. She did not put me on hold but started talking to another person. As she was explaining this to the other person, Lisa was laughing and making fun of me because I had called and was questioning why no had called between 08:00 and 09:00.

When she started talking to me again she stated that some would be out between 04:30 and 06:30. Stand by more to follow after the repair person arrives

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Reason of review:
Poor customer service
Anonymous
map-marker Fort Myers, Florida

*** Samsung Microwave & Bill Smith Doesn't Care

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We purchased this same microwave on 2015 along with an entire kitchen of appliances. This unit was used only 100-150 times when the sensor cooking went out (E-11 error code).

We were only 3 months past the warranty period. No fix for it since service calls started at $100 trip charge + diagnosis, parts and repair costs. New units were $230. We were forced to buy the same unit to match the rest of our appliances.

Bill Smith appliance store and Samsung both were "so sorry but it is out of warranty". I can't believe that Samsung would build an appliance so *** that it would only last 15 months.

You think they would learn something from the phone debacle and refrigerators that catch fire!! I can't believe that Bill Smith Appliance would sell such *** products as Samsung - (initial purchase was $4,500 worth of appliances) and they would not even offer a price break on this replacement.

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Loss:
$250
Cons:
  • Customer service
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

2 comments
Guest

I just bought a whole samsung kitchen. I hate the DISHWASHER....AND I use the term loosely, since it runs for 3 hours and the dishes still don't come clean.

I contacted the company.

Their customer 100% Satisfaction Guaranty is a lie. They would sell me another dishwasher a more expensive one and refund for the first one, but there would be a $54.00 restocking Fee, a $110.00 delivery and installation fee, and because they didn't have a Black Stainless on the floor, that would be another $76.00. The longer you sit in their store, the more they keep taking on. They didn't try to make up for my aggravation or their inferior product.

They were just willing to take more money from me. Go somewhere else, ANYWHERE else. They do not have fair business practices.

I could not be more unhappy. I walked out of the store.

Guest

both of my sons built new houses and had Samsung appliances installed.They bought the top of the lines. Both dishwashers *** out after 14 months. From what they were told Samsung makes great TV'S but stay away from their appliances

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