Fred's Appliance, Inc.

I am not aware of any damaged item. I would be more than happy to take care of any damage for you.   This complaint was about an install fee done by a third party company, NOT Fred's Appliance.  As your receipt stats, it's a delivery fee, not an installation fee. Again please feel free to contact me 509--328-3824 EX [redacted] and I would like to get the damaged item addressed asap Thank you Steve

Fred's Appliance had been in contact with this customer to have any performance issues with the new laundry set checked out by an authorized GE service company. Johnson's Appliance Service (406.363.3592) had scheduled to service the appliance, but has now rescheduled for 6/21/2016. As...

a reseller, the manufacturer's warranty limits what we are allowed to do when something doesn't work perfectly out of the box. In most cases, they require that an item be serviced at no expense to the customer, which is the case with the GE washer and dryer. This is why the Return Policy on our orders "Due to manufacturers policies, Freds Appliance does not allow returns. All defects will be fixed per manufacturers specifications". If we don't follow the GE policy, they won't pay for us to have these units repaired, nor will they offer any warranty for us to resell the unit. If for some reason the units can not be repaired, we will work with GE to replace them or issue a refund. But the first step is to have the authorized service company assess the units. Please allow the diagnostic service from Johnson's Appliance Service to start this process. We can then work with GE to come up with a plan of action to make sure that the units work properly.

Complaint: [redacted]I am rejecting this response because:
Sincerely,[redacted]
I did call [redacted]  they told me warranty   Registration and warranty 10 ears label  come with Refrigerator, they couldn't send me a Nother Parkedge . They say Fred appliances have to give it to me . Steve told me over the phone  he going to order it from factory a new Parkedge for me .

Complaint: [redacted]I am rejecting this response because:
I have received the repaired washer and it seems to be working properly and according to specifications. However, for the record, I would like to clarify certain claims in the response from Fred's Appliance. (1) I have attached the diagnostic report I created and attached to the washer when it was picked up for repair. NOTE: a single set of sheets and pillow cases (queen size) does not constitute "overloading" a high capacity washer. (2) [redacted] provided the washer pan that I am required to have in my condo complex as I am on the second floor. [redacted] lived up to their "part of the contract" , by giving me my money back. (3) The washer exhibited balance problems from the very first use (refer to attached). And it is likely that failure resulted from a combination if washer defects and installation errors.
Sincerely,[redacted]

Fred’s Appliance does not manufacture appliances or does any
other dealer. Any dispute on a machine after they have been installed and used
is between the manufacture and the consumer, not Fred’s Appliance. I personally
talked to the [redacted] months back and offer them any washer and dryer...

at my
cost. I also offered to deliver them at no charge, which is a 150 miles round
trip to our closest location. These machines are 2 years outside of the manufactures
warranty. At this time I would
recommend them to contact the manufacture and file a complaint with them.
 Thank you, [redacted]

Fred's appliance did not hand out personal info to another customer. The customer that came into our store already had all of Mrs.. [redacted] info, Phone number, address Ect. I have already contacted the customer regarding the issue and Mr. [redacted] understood the entire situation.  Thank...

you Steve E[redacted]

We will be ordering another door to get Mr. [redacted] taken care of as soon as possible. If Mr. [redacted] is looking for a replacement he will need to contact his builder. The microwave was delivered in a box and left on site. If the microwave was damaged, Fred's Appliance...

should have been contacted so we could have made an exchange right away. In this case, the microwave was installed damaged or was damaged during the installation. Fred's appliance was contacted 40 days after installation to order a new door, which we have done multiple times. I don't understand why the last door was denied considering it was inspected by our parts employee and our warehouse manager. We even used this door on another job. That customer couldn't find anything wrong with it either.  
 
Thank you,
 
Steve E[redacted]

This issue was very odd. My delivery staffed delivered and unpacked the refrigerator in a very professional manor. They removed a sticker that show it has a 10 year compressor warranty. This sticker is on the front of the stainless steel finish, which we always remove. The customer came into our...

Valley location and was very over bearing in the store. My store manager did ask him to leave do to his aggressive verbal actions. We did get our rep to send a sticker to the customers home to resolve this issue.
 
Thank you,
 
[redacted]

I have printed the previous
repair and looked it over. I will have the technician go back out and see if he
can determine what the rattling sound is from when the element was installed.
This will be of no charge to the customer.
The difference in the price was
tax.
Thank you,[redacted]...

[redacted]

The customer needs to go online to [redacted] and register the appliance. They only send one copy with the refrigerator and I cannot duplicate it. This is very simple thing to do and it's the responsibility of the customer to register their appliance.

We will be order a new door and contacting the customer today. This is a cosmetic defect that can be fixed by replacement of the door.
 
Thank you,
 
Steve E[redacted]

To all concerned,
 
I did receive a letter from [redacted] at the end of September and thought that this was resolved after I sent the letter and pictures to the Manager who oversees deliveries and handles damage claims.
 
Unfortunately, this didn’t get handled in a timely...

manner. I contacted the customer via email today, November 4th, 2016 and offered to credit the delivery charge back to the customer as well as get some touch-up paint to her per her request.
 
The customer has our sincere apologies, and we will make sure this is fully resolved.
 
Sincerely,
 
[redacted]
Manager, Fred’s Appliance CDA

Freds argues that they INFORMED me there would be additional charges from their vendor for installation -- NOT TRUE.  Furthermore, Freds knows perfectly well that this vendor makes the EXACT charge to their competitors, YET my invoice (provided to Freds) shows the TOTAL cost of appliances INCLUDING installation.  Freds was supposed to give a competitive bid & knew they were competing with this competitor.  In fact, Freds shoiuld have explained (in my response to the salesmaan) that Freds bid/estimate was NOT $100 (as I stated/supposed), but was, in fact $400 higher (due to the vendors installation fee ON TOP).  Freds know this business well/or shoiuld!  As a consumer, I do not.  I relied upon the salesmans representation that they would meet or beat ANY competitors price.  Fredis still has not been able to replace a damaged appliance (after 1 attempt to deliver another damaged product).  Freds offer to return the merchandise for a refund, REQUIRES I deliver the products or pay them to pick them up!!!

We purchased a high end Thermador range from Fred's Appliance in August 2015. The unit arrived with a defective front left igniter switch. We were told, "It happens." Fred's own service techs were overbooked, so Fred's called ABC Appliance to come in its stead. They did. The technician accurately diagnosed the problem and ordered replacement parts which he put on rush. (The parts arrived in just shy of a week). In the meantime, Fred's tech came out for a call. He knew nothing of the original problem and left when we informed him that ABC had already been here. This now amounts to three lost days because the service people work within a time range. They say, for example, that they will make the call between 12-3 on a certain day. Today's visit was the third (and hopefully final--the range works now). My negative feeling is based on the communication not only between me and Fred's, but also between Fred's and its own techs. It seems that Fred's is content to take our money, but leaves customer satisfaction up in the air. I expected the salesman to make a follow up call. Instead, he and his company passed my issue to an independent who gets its money directly from the Thermador factory. The bottom line is that I'll not deal with Fred's again. It's my own naiveté that made me think I was buying a modicum of service when I dealt with this company. I now know that's not the case with Fred's Appliance.

Review: Purchased refrigerator Oct 2014, including 5 yr ext warranty. Nov 2015 it stops working. Very difficult to speak to a manager or anyone in the service/repair dept. I have called many times, usually phone rings endlessly with no answering machine so that I can leave a msg. Repair person told us not to contact him, but Freds directly. I have no confidence in this company or ever getting my refrigerator repaired. I paid $2325.89, would prefer refund so that I can go elsewhere to purchase a refrigerator that works. The worst customer service I have ever experienced.Desired Settlement: Refund

Business

Response:

We were contacted on 11/24 for

service as, following the wind storm and power loss, the refrigerator was not

working. This was two days before Thanksgiving and we were backlogged in

service calls due to the holiday and appliance failures due to the storm and

could not immediately respond.

Our earliest opportunity to

schedule was Monday, Dec. 7th. We ran the call then and

diagnosed a failed control board. The part was ordered.

The part was received and we

scheduled the follow up service call for 12/15. When we went to run the

call we found that the new control board we received was broken, requiring us

to reorder the part. The customer was advised.

The replacement part arrived and

we attempted to squeeze it in on Christmas Eve but could not.

The Monday following Christmas,

the 28th, the customer left a voice message for me. I returned

her call at 10:05 AM and received her voice mail. I verified that the

technician had the new control board and we would try to work her into the

schedule this day but needed her to call us back and let us know if someone

would be around for us to complete the call. We did not receive a call

back so the call was not run on the 28th.

Technician is schedule to go out

today, 12/30 to replace the failed control board.

Review: I had Fred's Appliance come check my dryer because it was throwing an error code and not drying. They came and checked it and said it needed a new dryer coil and it would cost $249 installed so I agreed and they ordered a coil. On Oct 8, 2015 they came and replaced the heater coil and the bill was $252.76 payed by personal check.

Now the dryer is making a noise like like one of the screws inside came loose and vibrates really bad. I just called Fred's Appliance to let them know the dryer was making this noise and it sounds like a screw is loose or something.

The lady who answered the phone at [redacted] said that I would have to pay them again. I questioned this since they just put the new coil in two weeks ago and she asked her supervisor who said too bad you should have told us sooner!Desired Settlement: Fix the darn thing !

Business

Response:

I have printed the previous

repair and looked it over. I will have the technician go back out and see if he

can determine what the rattling sound is from when the element was installed.

This will be of no charge to the customer.

Review: We purchases a Kitchenaid fridge in October and also purchased the extended warranty. In May or June the freezer quit working and Fred sent out a service man. He concluded there is a refrigerant leak and put dye in to try and find the leak. When the freezer quit we lost all the food that was inside and the ice maker melted all over our floor and inside the fridge and damaged the electronic component in the drawer inside the fridge. The serviceman came back a few weeks later to fix the drawer and again looked for the leak and couldn't find it. In July it quit working again and all the food was lost and the ice melted all over my laminate floors. He came out and fixed a solder joint and again couldn't find a leak. Two weeks ago the ice began being wet again and the freezer is not as cold. This means it needs charged again due to the leak. We called and said enough is enough, it has a leak that can't be seen we need this thing replaced. They said we had to call Kitchenaid and gave us a phone number. They also said the Sales Manager would call us. Guess what, two weeks later and no call. They sold us a fridge they advertise as having industry longest warranty and an extended warranty but won't replace this dud. I want it replaced. We cannot keep losing food and soaking our laminate floors. The serviceman was always very nice but if he knows there is a leak but can't find it, time to replace the lemon they sold. I know it is not their fault. UT they sold it to us, they warranty it so it's time to stand by their products and sales statements and accept this fridge is broken.Desired Settlement: I want my fridge replaced or I want my money back including the extended warranty they sold me so I can buy from a more reputable company.

Business

Response:

We did try to contact the [redacted]'s last week to resolve the issue with the refrigerator. At this time, I have had no responce from them. I would love to get to the bottom of the issue, but I don need to hear back from them to resolve it.

Consumer

Response:

That remark is hilarious considering we waited since June 27 to get a call from the sales manager. My husband will call them or they can try him at 699-0501. We have kids and jobs so forgive us for not calling back as promptly as they do.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

They had us go in and pick a new refrigerator and we haven't received it yet. The matter of the extended warranty we bought on the other one has not been addressed. Once our new fridge is actually here and I know if I'm being refunded the money on the extended warranty or if it will be transferred to this new fridge I will be satisfied.

Business

Response:

You have an option for us to refund the warranty or we will transfer it to the new unit. I would highly recommend to transfer the warranty, but that option is yours.

Review: Purchased all our kitchen appliances from Fred's for our new construction home. Have had issues with stove from day one. It's a gas range and the burners are not functioning properly - not adjusting through hi, med, low and has orange in the flame. Orange in the flame means carbon monoxide is being released and the gas isn't combusting properly.4 documented service calls, none of them solving the problem. Fred's kept sending out the same technician - [redacted] - who didn't have the proper tools (would ask me for a tiny screwdriver) and had to call someone to be walked through the repair attempt. He then tried to explain to me that how the stove operated was as good as he could get it. I called our builder's warranty department (our home came with a 1-year warranty) and explained the troubles with Fred's and that I was going to wait until the home's 1-year and have them address it then. Due to this home warranty, I was under the impression that I had to get service through their contracted vendor so as to not void my home warranty.We are now going through our 1-year home warranty, but since the appliances were delivered to the house in March, the manufacturer's warranty is expired.[redacted] the builder account manager at Fred's is no longer returning my calls. [redacted], Fred's Appliance manager in Spokane, promised the stove would be repaired or replaced. He never returned my calls regarding the stove still not functioning properly.I filed a complaint with the manufacturer against Fred's, but that doesn't resolve my ongoing burner issues.I do have documentation of calls and service visits.Desired Settlement: I would like to have the stove serviced by a technician, other than [redacted], who is capable of properly adjusting the burners. My request is simple. I need high, medium, and low on all my burners - and no orange flames. If Fred's isn't capable of this, they need to subcontract the work out to someone who is capable and is Frigidaire certified.If this is not possible, the stove needs to be replaced.

Business

Response:

The product was delivered on May 16, 2012 and that is when the warranty time began. As stated in Ms. [redacted]’s statement we were first contacted about a problem with this range on 06/21/2013. The problem at this time was that the two rear burners would not ignite. We returned on 06/25/2012 with the necessary parts, installed them, and tested the range with everything checking out good at that time. This completed the first service call. The customer called again on 08/22/2012 and complained of a similar problem with the right front burner. We adjusted the burner during that visit and again tested the burner with everything checking out ok. This completed the second service call. The next time we heard from this customer was on 07/01/2013 with the current complaint of “not adjusting through hi, med, low and has orange in the flame.” At this time the customer requested her previous service records but did not schedule service. By our records I show two service calls with a total of 3 visits to her home, none of which are documenting the current complaint. The warranty period for this range is one year and that expired on 05/16/2013. It is standard operating procedure for the service technician to contact the manufactures tech support when doing any repair on a customer’s product. By doing this we know we are being given the best advise how to go about repairing the problem by the engineers who produce the products and understand best how they should work and perform. In doing this it also creates a database for the manufacturer, customer, and dealer to quickly reference if there happens to be ongoing problems.

Review: where do I begin?? short version..appliance arrived later than expected (with phone calls and getting quit the run around).they arrived on a saturday and that is when we noticed the dent in the range.they sent me the FLOOR MODEL!!!!!!!!! this is not what I ordered and not what I paid for! after more phone calls both to my salesman and management with no resolve all of a sudden a new range was to be delivered. "new" range arrives and it is in worse shape than the one I already had! I refused it and they left that one on the truck AND took the one out of my kitchen leaving me without a range at all! I got a hold of a manager and he stated he would refund the price of the stove,the delivery fee and the protection plan. this was 10/22/13 and I am checking my credit card many times a day awaiting the refund! I WILL NEVER DO BUSINESS WITH FREDS AGAIN AND I URGE OTHERS TO STAY AWAY AS WELL!!!!!!!!! AND...all I had to do was use the model #,google it and right there it said it was no longer available!!!!Desired Settlement: awaiting on it right now and it had better be the right amount!!!!!!!!!!!

Business

Response:

Good afternoon,

I'm very sorry for all the issues we have caused. These type of things don't happen very often, but unfortunatly it happend to you. We are refunding a total of $1971.71 which is the range, range cord, delivery and the 5 year warranty.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I purchased a DCS gas range from Fred's Appliance in 3/2015. The range was delivered on 6/24/15. We used the stove top regularly, but did not use the oven more than 3 times until Aug. In Aug we attempted to use the Broiler and it would not turn on. This began an almost 4 month ordeal where Fred's sent multiple repairmen to our house to assess, repair, re-assess & repair the oven. Unfortunately they have not been able to successfully repair the oven & reportedly have ordered a replacement. Visit 1(Friday:the repair guy determined parts were needed for the broiler and that the gas needed to be adjusted. He said he would arrange for someone to adjust the gas on the following Tuesday. Tuesday arrived and nobody showed up. I called Fred's service number and they did not have the appointment on their books. They put us on the schedule for the next Friday. The next Friday arrived and nobody from Fred's showed up. When I called they said they did not have an appointment on their books and set up a schedule for the following Wednesday. Visit 2: The following Wednesday the repair guy did not fix anything, just triaged the issue and ordered more parts. Visit 3(September) the repair called & said he had parts and wanted to fix the oven. he installed the parts and the oven still did not work. Visit 4: Two weeks after visit three the repair man installed more parts & it still did not work. DCS recommended another thermostat be installed because they had a batch of faulty thermostats. I called to check the status of the new thermostat and it had come in, but the tech returned it because he had already installed one so they had to re-order it. Visit 5: the repair man from Visit two came back & installed what was to be the right part. this did not fix the issue & he had to order another part. Visit 6 on 10/23: the repair man from Visits 2&5 came back & took the whole thing apart again & found the wrong part was ordered.They said they ordered a replacement range, but can't tell me when it will arrive.it's 11/5Desired Settlement: I would like a replacement range with a comparable feature set and approved by me installed in my home no later than 11/13. I've already waited two weeks from when I was told a replacement was ordered and when I called the manager yesterday he said he would get back to me last night with more information, but he did not call.

Business

Response:

The issue has been resolved with a new range. Thanks