Appliance Mart

Revdex.com received the following email response from the business on 4/07/17 From: Kelly TDate: Fri, Apr 7, at 3:PMSubject: Response to dispute with *** * ***To: Good day,The initial problem customer told us about was that her washer was not spinning outBased on her information we
fixed that problem with a new motor and drive belt. Customer called back and stated belt came loose and machine is not spinning againWe promptly went back and corrected the issueAt this point our technician asked customer to fill machine with a load of laundryThis is when we noticed another issue with the rear bearingWe did not take notice to this initially based on her initial description of the problemShe never stated in the first place that the machine was making a loud noise, just that it would not spin out...which we fixed. The noise it started making with a full load in it will only happen when there is a full loadIf customer would have stated this with her initial description of the issue, then we would not be going through this processIt is very important for customers to let us know everything when giving us a verbal description of the problem so we know what to look for when we are servicing their appliancesWe understand her frustration in this matter and as appliances can be frustrating when they start breaking downIn the end we ended up refunding all money for parts installed ($241)We did not, though,refund service call fee ($69) as that would have been required as payment for service call whether she approved repairs or not.As far as customer stating we did not return calls...that is untrueI made a few calls to her and did directly speak with her on these mattersWe have made it right with the customer and feel we were not in the wrongWe have been in business almost years for a reason and do provide excellent customer serviceI do hope this helps settle this matterPlease contact us if any other information is needed.Thank youMichael Y

Don't go to Appliance Mart I purchased a dryer November 29th, I had the dryer delivered that Saturday No phone call at all was made so I stayed at my home for the entire day, just waiting The dryer went thru one cycle before it broke Bill, the owner said he would take care of it He had to wait for the part Not that he ever asked what was wrong with it but this was his first excuse The week went by with no contact We called again and the dryer would be delivered that weekend Nothing, again We called him back and his answer was "it was supposed to be delivered"Nothing again, just silenced I called back again and amazingly, Bill gave the same surprised answer "It was suppose to be delivered" Purchased on 11/and now it is 12/ I gave up and called a repair person which then cost me over $because just about everything was broken

Initial Business Response /* (1000, 5, 2016/09/08) */
We will issue him a refund when he brings in the broken igniterPlease let us know when you are coming in so we can have refund ready

I can't recommend doing business with Appliance Mart located at S Babcock StMelbourne, FL based on my experience with them
A little background: we had to get our Frigidaire microwave repaired because it made a loud pop and stopped heatingBut thankfully It was covered under a service contract with ***We contacted *** for an authorized service agent and they referred us to Appliance Mart that was one hour away from our homeI called them and spoke with General Manager William L***, aka BillAn appointment was made for the next day on July 20th, Technician William R*** showed up as scheduled and removed the microwave to be taken back to the shop to be repaired
8/1/(12:49pm) My wife calls, speaks to Bill and is told he is waiting on a truck to send out the microwave todayWe don't hear anything so at 4:21pm my wife calls back and is told by Bill it would be delivered tomorrow
8/3/(4:42pm) The microwave hasn't came yet with no courtesy call letting us know it won't be coming or the statusSo I call and Bill and now he states he is waiting on ordered parts to arrive and that they should be in by tomorrow morningHe further adds he'll have it delivered tomorrowHowever the microwave wasn't delivered with no courtesy call letting us know it won't be coming
8/9/(12:46pm) After a week goes by we haven't received any calls or messages from Bill, so I call back to inquire the status of the microwaveHe states the microwave was repaired but the fuses on his store's electric panel blew and he's without power and unable to test the unit to see if it's working from the repairsHe adds he expects to have the situation resolved and be able to deliver the microwave tomorrow
8/10/ The microwave never arrives with no courtesy call letting us know it won't be coming so I called at 1:49pm and 3:38pm and Bill doesn't pick up or return my left voicemails
8/12/(9:30am) I reach Bill on the phone and states he had a delivery truck totaled in an accident, but it'll be delivered todayI call back 11:59am to try and get a window for the delivery time with no answerThe microwave never came again with no courtesy call letting us know it won't be coming
8/16/(9:31am) I call Bill and he states the microwave will be delivered todayI call back at 11:59am to see if it's on the way with no answerThe microwave never came again and of course with no courtesy call letting us know it won't be coming
This goes on till September 9/2/I always call, get an excuse and Bill says it will be delivered, and than it NEVER arrives, and he NEVERS calls to let us know it won't be coming Well we had enough so we decided to drive the hour up to Appliance Mart that same dayWe get there at 12:pm and walk in the store to find him working on our partially disassembled microwave on top of a washer machine in the middle of the store! My wife spoke out "Hey, that's our Microwave!" and Bill looked shocked and realized who wereBill states he couldn't believe the microwave was sitting on his shelf weeks and that he thought it had been delivered (which seemed unbelievable to us considering how tiny the store was.) He blamed his technicians for saying they completed jobs that weren'tHe says he's new at this and realized he just can't take his technicians' word that they completed a job and he has to check things for himselfAnyway after listening to his excuses we noticed the vent grill missing and he says it's on a truck returning from OrlandoHe told us we could take the microwave home without it and he'll have the tech deliver the missing piece in the afternoonMy wife said emphatically "No I want the whole microwave together so we'll wait, call your tech and make sure he's on his way." He reaches the technician and confirms a minute time frameHe next suggests we get lunch and return to the shopWe assume he didn't want us to stay there because he was still repairing the microwave that he claimed was fixed multiples already
So we get lunch in downtown Melbourne and when we return to the shop he shows us a damage part that he calls "the microwave generator," and said that was the issueWe found it odd he had the damage part there especially since again he claimed the microwave was already fixed weeks agoRegardless, we take the micowave home and installed it ourselvesOh and he did such a poor job putting the cabinet/shell/frame on the unit that we had to remove it and properly clip it in and screw it in so the unit looked flushes on all cornersAnd at times, the microwave makes a loud buzzing noise that wasn't there before the microwave was repairedI fully expect it to break down again soon, and I really hope *** does not try and get us to use the same servicer!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
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,
[redacted]r