Appliance Recycling Centers of America Inc

With GE unable to arrange service of the appliance under the warranty, ApplianceSmart exchanged it for the customer and delivered a different unit on 3/2/

Good afternoon, I personally have tried contacting *** on two different occasionsShe has yet to return our callsAlso when calling I have left messages to call or stop into the store for a full refundI will contact her again tomorrow when I get into the office

I have been trying to contact Mr*** since receiving this complaintI have called both the phone number listed on the complaint as the best contact number and the number given on the invoice at the time of purchaseI have also emailed Mr*** at the email address listed on the complaintI
would like to make sure we are able to come to a satisfactory result.I will continue to try to contact Mr*** or he can call me at my personal cell phone ###-###-####.Dave ***Store Manager

Initial Business Response /* (1000, 5, 2015/10/26) */
We have offered the customer choices of repair under warranty, replacement with a step up model or refundThe customer chose to return the appliances and get a refundWe have processed a full refund to the customers Master Card
account
Initial Consumer Rebuttal /* (2000, 6, 2015/10/26) */

This unit was delivered and installed by a licensed installation contractorCustomer had it in their home with no issues for over a monthOnly after moving the dryer did they have a problem with itMoving a dryer while still plugged in can put stress on the plug and potentially damage the
terminal blockIt is a very quick minor repair to replace the terminal block, which we offered to do at no charge for the customer despite the fact that he may have damaged itHe hung up on us when offered; however the offer still stands

I am rejecting this response because:
The only way another Appliance smart employee will be allowed on my property will be to pick up the defective dryerAppliance did not provide a copy of the installer's license and insurance information when asked to do soThe problem is more than the terminal since their low quality installation caused a short circuit, the dryer does not even power on and the issue is more than a simple fix of the terminalIf their worthless installer would have brought the problem to my attention, it would have a been a simple fixI've already purchased a replacement dryer from a quality store and I am prepared to file suit in small claims court due to their lying about the installer being an employee of the store in the first place

Initial Business Response /* (1000, 5, 2015/07/22) */
This unit was manufactured by the Whirlpool Corporation, not ApplianceSmart. The Refrigerator carries a one year factory warranty. The warranty is written and administered by Whirlpool not ApplianceSmart. Under the warranty guidelines any...

functional failure is to be repaired. The part in question that failed has been replaced, again under the factory warranty. Damage claims are to be directed to the manufacture, in this case Whirlpool. The customer did purchase an extended warranty and food loss is covered under the extended warranty. The extended warranty is written and administered by New Leaf, not ApplianceSmart . I advised the customer to contact New Leaf regarding any food loss claim. Replacements for faulty items are the sole discretion of the manufacturer or the Extended warranty provider.

Initial Business Response /* (1000, 5, 2016/03/23) */
Mr. [redacted] contacted me on 3/21 in regards to the delivery time that didn't work for him. I was able to reschedule it to later in the day 3/22 and the refrigerator was delivered as scheduled.
Initial Consumer Rebuttal /* (2000, 6,...

2016/03/23) */

We got the new regulator, had it put on and now the stove works perfect.   If they would have changed it like I mentioned to them  before everything would have been fine.  I’ve got someone from a Bible Camp in South Dakota who may be interested in it but I know I could never get what I ended up paying for it after the 2 refunds Appliance Smart gave me.  (Say if I could sell it for $800 I would expect Appliance Smart to pay me the difference of $622 for all the hassle I’ve been going through since last July). Thank you

Initial Business Response /* (1000, 8, 2015/11/13) */
I have spoken to Mr. [redacted] and explained that the rebate is through the manufacturer, not through ApplianceSmart. Neither ApplianceSmart nor the sales associate is able to change the conditions of the rebate. The rebate form did state that the...

rebate was in the form of a MasterCard card that could be used anywhere MasterCard Debit cards are accepted, that it had no cash access and that it expired 6 months after issuance.
I have offered a store credit for the full $230 as a good will customer satisfaction adjustment.
Initial Consumer Rebuttal /* (3000, 10, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The purpose of the complaint is that their salesperson falsely represented the rebate to me. His response did not address the complaint at all. Rather he tried to focus not on the complaint.
Instead of addressing my complaint, he acted as if it wasn't true. He also said along the lines of "we haven't had any other complaints, so why would your situation be true" (take note they have an F rating in Revdex.com). He used condescending statements such as "Well, I don't know why you wouldn't have spent it right away anyways". The thing is the salesperson sold me on the fact I could use in a year, so there was no rush to use it right away. And also "it works just like a credit card".
Then he apologized for not coming to an agreement, rather than apologize for his salesperson misrepresenting the rebate.
He could at least say he was going to take the feedback and train their sales people to not misrepresent their rebates. He acted as if they never have and never would misrepresent a rebate.
I do not want a store credit. I just want a check for $230. Which is what would happen if you had a $230 credit on a credit card and the account closed. If it works just like a credit card (like their saleperson said), I should receive a check, just like you would from a credit card company.
The owner of the company should be embarrassed. I do not accept that as resolution.
Final Business Response /* (4000, 12, 2015/11/27) */
The rebate in question was offered and processed by the manufacturer, not ApplianceSmart. We have referred Mr. [redacted] to the manufacturer to try to resolve the issue.
We post the rebate forms on the appliances which clearly state the terms of the rebate. Neither ApplianceSmart or the sales associate are able to change the terms of the rebate.

Initial Business Response /* (1000, 5, 2015/10/28) */
Mr. [redacted]
ApplianceSmart appreciates your business. I have confirmed that the replacement doors have been received. Our service department will contact you today to set up the install of these. Please accept our apologies for the delay....

Initial Business Response /* (1000, 10, 2015/10/07) */
Contact Name and Title: Rachel [redacted], Vice Pres
Contact Phone: [redacted]
Contact Email: [email protected]
The $50 incentive check was mailed to Ms. [redacted] on September 15. We apologize for our administrative error in not issuing the...

check sooner and also for the inconvenience to her.
Initial Consumer Rebuttal /* (2000, 11, 2015/10/08) */

The customers’ appliance is warranted by the manufacturer, LG Appliances. The customer has had several different service companies out to service the appliance, and none have been able to find anything wrong with the operation of the appliance. As a good will customer service, we sent one of our...

techs out, even though it is outside our service area and he found the appliance working properly. We have encouraged the customer to contact LG Appliances if she feels there is still a problem with the appliance as they are the ones that administer the warranty.

Initial Business Response /* (1000, 5, 2015/10/12) */
We have been in contact with the customer and have resolved the issue.
Initial Consumer Rebuttal /* (2000, 6, 2015/10/13) */

ApplianceSmart has contacted the customer and agreed to work with the installer to insure she is reimbursed all costs associated...

with the install of her dishwasher. We apologize for any misunderstanding between ApplianceSmart, the installation provider and the customer. Customer service is our top priority.

The appliance manufacturers administer the warranty on the appliance. Any claims should be directed to GE. This washer was sold as a ding and dent unit at a reduced price. The dents were preexisting from the manufacturer, not as a result of delivery damage.Although, repair or replacement under the...

warranty is normally handled by the manufacturer, ApplianceSmart exchanged the defective washer and delivered a new unit to save the customer time waiting for GE to administer the warranty.Manufacturer warranties are limited, and neither the retailer nor the manufacturer takes on the liability of additional costs entailed.

ApplianceSmart has contacted the customer and agreed to replace her refrigerator at no cost to her. Customer service is our top priority and appreciate the opportunity to correct the issue.

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.

I received an email confirmation that they would pick up my refrigerator today. They did not come today. They will not pick up the fridge until 7/21.I scheduled a refrigerator recycle pickup for today 6/4/16 on Monday 5/31/16 (Confirmation Number XXX-XXXXX). Appliance Recycling Centers of America was supposed to come to my house to recycle my old fridge. They did not call or come today. I called and spoke with [redacted] who told me that they are having issues with their online orders registering. She showed me as being on the list for today, however not on the routing list for pickup. She told me that they will not be able to come to my house today, however they can come on July 21, 2016. I told her that this is unacceptable since this is their mistake. I have a homeowner's association and I am in violation of the bylaws since I have to park in the street because the fridge is in my garage. She called and spoke with a supervisor. They said they could pick the fridge up during the week, however I work Monday- Friday and someone has to be present for the fridge pickup. I asked to speak with a supervisor. She refused to let me speak with the supervisor., even though she just got off of the phone with the supervisor. She then hung up on me. I called back and spoke with [redacted] who was just as rude. She told me that it was my fault that the fridge wasn't picked up today because when I didn't receive the confirmation call yesterday and I didn't call to follow-up. I could not believe that she was actually blaming me for their mistake. When I asked if they could get me on the books sooner for a pickup, she told me that if the trucks are in my area then they will come next Saturday, but if not then they will not be able to come until July 21, 2016. I told her that this is unacceptable since this was their mistake and if they had any customer service at all they would make sure to pick up my fridge next Saturday even if they didn't have a truck in my area. I asked to speak to a supervisor or manager and she too refused to let me speak with a supervisor or manager. I have never dealt with a company with such poor customer service. They don't even stick to their word when they send out a confirmation showing that they will pick up your appliances. What is the point of a confirmation number if they don't intend to be true to their word? The fact that they refuse to let me speak with a supervisor is extremely unprofessional. They don't have any intentions of fixing their mistake.Desired SettlementI would like for Appliance Recycling Centers of America to pick up my fridge on June 11, 2016.