FBS Appliance

"Factory Builder Stores (“FBS”) used to be a reputable one-stop “high-end” appliance store for purchase, delivery, and installation. Today, I’m not sure who they are. Please find another store, rather than wasting your time and money and getting frustrated. Our JennAir downdraft range was purchased from and installed by FBS. So, when we needed a replacement, we went back to FBS to receive their professional guidance, as downdraft is a unique design. They recommended another JennAir downdraft range, and advised of 3-week delivery. A few days later, FBS performed a pre-installation inspection to identify any possible issues. Since no issues were identified, we proceeded with the order. Ultimately, it became crystal clear that FBS’s pre-installation inspection was a total failure, making us question about the authenticity of the FBS inspection. In fact, all connections (i.e., electric, gas, and floor ductwork) needed to be relocated, as well as trim-cutting the granite countertop for the new range. If these issues were identified at the inspection, I could cancel the order. So, they took away that option. If the FBS sales associates/inspectors were properly trained and familiar with the appliance they sell, they should be aware of the design change of JennAir blower, and replacement issues that people are noticing. Moreover, if they took a few minutes to pull and compare the information of the old and new range, they would realize these changes and potential issues. Instead, FBS associates are instructed to find ways to avoid taking responsibility. Without properly assessing and grasping the whole picture, they were sending me reactive and piecemeal instructions. Because of that, I needed to call, first, an electrician, then a plumber, and various other contractors, staying home to accommodate their visits, and coordinating and dealing with piecemeal work activities. It was havoc. After waiting 3.5 weeks for delivery, it took another 4 weeks to have the new range installed, and we still have a few repairs to deal with from this mess. As we enjoy cooking and hosting gatherings with friends, it was truly a frustrating situation for my wife and I. Once again, FBS is not the organization that some of us remember. Their understanding of the appliance seems so shallow and limited, making us question about their training programs. More importantly, their approach to resolve issues and their own mistakes is so ingenuine and unprofessional, perhaps reflecting current management attitude. Looking at recent reviews posted below, my experience is not unique. Please stay away from FBS."

"1 star because zero star is not an option!! Absolute nightmare!!!! Do not waste your time and money and please go find another store who would provide good service. We bought our Thermador appliances from this company. It is almost a year since they installed them and they have not been able to fix the issues with the appliances and damages from bad installation yet! The installers broke the door for the oven in front of our eyes, hit it to the ground so the handles were damaged and the door would not close correctly. I contacted them several times, had several visits from "appliance genius". Every time they would say something different and my favorite one, this is normal. So apparently it is normal for the oven door to be crooked and sit half an inch outside where it has to be!!! The microwave would not consistently work. It took them 3-4 visits to fix it. Every time I had to take a day off, stay home for these people to come in... So please please please value your time and money and go find a store where they actually know how to do their job!"

"In 2019, purchased a whole kitchen full of appliances. Fisher & Paykel. Salesman is no longer there, so don't ask. On the DAY 1, the ice maker in the refrigerator started making the most god awful moaning, groaning, popping noise. Can be heard outside the house! Spent most of 2020, and 2021 attempting to locate a service tech (willing to PAY all the cost to get them to come out and inspect the unit, and repair/resolve this extreme noise issue.); and yet, even after calling FBS locations all over the state... it never happened! Reached out to Fisher & Paykel directly, and that was another 9 months of wasted effort... they never would or could set up, nor refer a service tech or company, that would be willing to inspect and service this Unit. And folks, this was BEFORE covid and supply chain issues (democrats) created todays issues. I suggest NOT purchasing Fisher & Paykel appliances, and never purchase anything from Factory Builder Stores... those in Houston anyway. Here it is three years later, we finally found a service comp in our area, that is willing to look at the unit... yet when he called Fisher & Paykel, they claim they have no Technical Manuals, and could only offer the User manual that came in box... The quality for the Price is NOT worth it, the refrigerator makes 1 bucket of ice every 10 days, so we use our 10 years old LG in the garage for good ice... it makes 1 bucket every 6 hours. The Cook Top is flimsy, knobs squeak, flat top grill has never really worked well. The trim cover for the microwave, had no real fastening systems, I had to mill one from wood, and use SS screws to hide the fastening. the Dual Drawer Dishwasher does not clean, on anything other than the HIGHEST cycle. The double over temps are not accurate, and requires constant monitoring to prevent burning baked goods. And SERVICE, simply does not exist. Stay Away!"

"Terrible experience. It has been 8 months and we have not gotten all our appliances. I completely understand the pandemic and supply chain issues. But FBS customer service is so deficient. We never get updates. They never reply to our emails or return our calls. So disappointed. If you have other distributor options avoid the headache with FBS Adding an update: it has been more than a year and we still have no ETA for our ovens. FBS never send us updates, only if we send emails and it is usually a screenshot with a date that states “not confirmed”. I even called to ask them for more information to follow up directly with the manufacturer to get more visibility. I was denied that information. 1 year, no visibility, no good customer service, unacceptable."

"Devin Caron is the best. Ordering an entire household of Harvey-stolen appliances took about 30 minutes, tops. These people know what they are doing and advise accordingly. The prices were way better than I had researched. I cannot say enough good things about Factory Builder Stores and Devin. PS: The staff is totally attentive and totally tuned in -- meaning you don't have to start with "once upon a time" every time you call in. Oh, and we had to add one appliance and subtract another -- updated invoice in my inbox before I got back to my desk. Amazing."