Appliance Recycling & Wholesale, Inc.

In october [redacted] came into our shop and said there freezer stopped working.  This was the first time we had heard from him concerning their freezer or we would have told them to bring it so we could fix it. We told them we would look at it for them with no charge. There was no...

complaint about it being in warranty since the warranty was 60 days and they were beyond that time. The complaint says they contacted us less than a month into their warranty but we never heard anything from them and there is no one here who took any phone call.  The warranty is in shop and no one brought in the said appliance in the warranty time.  Subsequently we found that the cold control had stuck and had been running continuously so we changed the cold control for them at no charge, which we were under no obligation to do, tested it and it worked.  We called them  and they took it home and it apparently failed .  We told them we would try to find them a different freezer but we were unable to find them one.  When a product is brought in on a complaint the first thing we do and always have done is look up there purchase and check to see if it is in warranty and they were not. This was never at issue until now this is the first we have heard of it.  We were trying to help the couple even though they were out of warranty.  Also at no time did they mention getting their money back because they were out of warranty.  This is an unhappy circumstance but the freezer needed a thermometer to monitor it and they had told us it didn't.  The freezer was used and was 175.00 dollars and should be treated as such again we are sorry this happened.

[A default letter is provided here which indicates your acceptance of the business' 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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
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.The response from the store indicated that we had contacted them within one month of purchasing the freezer.  We purchased the freezer on July 23.  It came with a 60 day warranty.  Neither my wife nor I ever contacted the store prior to September 23rd when we were instructed to return the freezer.  The freezer was returned to the store on September 23rd.  Technically, the freezer was most likely out of warranty; but in a phone conversation with one of the store employees indicated the freezer was still under their warranty.  The store did in fact replace the freezer control as indicated; but the freezer never ran again.   So I do not agree with the stores response or the fact that it took almost two months for their response.  The bottom line, even though I do not agree with the business's response, representation of the facts or ability to conduct their business ethically, I have learned my lesson.  I will never shop there again.Thank you for your time and trouble.
Regards,
[redacted]

Review: I work here at the Westminster Apartments in Spokane, WA., and we have 75 units here, and are always purchasing appliances. We started getting them from Appliance Recycling & Wholesale, about two months ago. Our first order was 3 stoves 1 refrigerator, and a washing machine. When they delivered these items, the only thing that was working was the washing machine. The stoves were missing cords, knobs, and drip pans, and the refrigerator was missing pieces and did not work. We contacted the supplier at that time and they gave us what we needed to fix those issues. On Saturday July, 19th 2014 we ordered a refrigerator from them. We received our appliance at 12:30 pm Tuesday afternoon. They took it off the truck, put it in our parking lot and drove off. I saw them leaving as I was coming down with the dolly. I then took the refrigerator inside the building and put in a secure unit, which only myself and the other maintenance guy have keys. It stayed there until 5:30 , when the tenant got home. At this time I tried installing the fridge , and noticed it didn't have a cord, and that the refrigerant lines had been cut. It looked as if it was prepped for scrapping. I tried calling Appliance Recycling and left a message at 5:37pm explaining our situation. I called again at 9:30a, today July 23rd. Someone answered the phone , and I told him what happened. He immediately got defensive and said there was no way they would send it to us like that, and hung up on me. So I got in my truck and drove there. As soon as I mentioned why I was there , the gentleman started to get angry and aggressive. He told me that it was my fault, and that I was lying about it, and that he wont do anything to help resolve the situation. Before I could even say a word , I was surrounded by every employee in the building. I told them I wasn't going to leave until we could resolve this and come to a conclusion. The guy who was aggressive from the beginning , then stuck his finger in my chest and started pushing me out the door. That is when I stood up for myself and told him it would get ugly if he touched me again. After I said that they backed up enough for me to get outside and leave. I drove back to work and am now filing my complaint. This has gone to far . They use intimidation to keep from honoring their service, and that's bad business. I have been reading reports and complaints on [redacted], and Facebook, and unfortunately this isn't the first time they have had run ins with unsatisfied customers, which they poorly handled in similar manner.Desired Settlement: We want a working refrigerator, or our money back. They can come and pick up the defective item after one of the two outcomes are met. I also want them to know that they can not put there hands on customers no matter how bad of a day they are having. This incident could have easily gotten out of control , which in turn could result in serious and or life threatening injuries. Never have I felt so molested in my life.

Business

Response:

I have personally talked to the manager of the Westminster apartments. The manager knew nothing about the complaint. She already knows this maintenance mans complaint is unfounded and that he has completely lied.

Review: We bought a washer from this place, and it came with a 3 month warranty in writing. The washer worked great for 2 months and then failed-it wouldn't agitate. I called the owner and asked if they would repair it and he said to bring it by. We loaded it on the truck and I had my son take it to their shop. My son then called and said that they wouldn't fix it since we damaged the switch. I called and spoke with [redacted] the technician who told me that it was obvious that we damaged the switch and they would not be repairing it under warranty. I asked to speak with a manager and he refused, saying there was no need since the damage was so obvious, and that their decision was final. He was very rude and condescending and would not explain how they think we damaged the switch. Did he think we pressed it too many times? The call went nowhere. Later, my wife called and spoke with [redacted] the manager, who apologized for [redacted]'s behavior and said that they would at least take a look at it if we loaded it back in the truck and brought it back across town. He further stated that if we didn't immediately bring it back, the warranty would be void and they would no longer be obligated fix it. They said it wasn't their policy to come get it. We didn't feel this was reasonable to load it back into the truck just for a chance that they might fix it, and stated that we wanted to have them pick it up since we tried in good faith to have it serviced. I then called a few days later and asked [redacted] to speak with the owner, who he said wasn't available and refused to pass on a message to the owner until I gave him the full story of our problem. He kept re-iterating that they always do whatever it takes to keep the customer happy. I said "if that is the case, then come pick it up and fix it." and he said they don't do that, and continued to reiterate their commitment to doing whatever it takes to make the customer happy. Clearly this wasn't the case, so he took my info and promised to have the owner call me. The owner never did.Desired Settlement: We are now seeking a full refund of $433.71 since we do not believe that this is a reputable shop and do not trust that they will not act in good faith to fix it, given their statements and behavior. We acted in good faith and fulfilled our obligation under the contract, and they violated the written contract by refusing warranty service with a flimsy pretext of accusing of of damaging the unit and then playing games with us after the fact. We have no desire for any outcome other than a refund.

Business

Response:

Hello my name is [redacted] I am the manager at Appliance Recycling and Wholesale Inc..

You called me today in regards to the [redacted] complaint that was filed against our company I did not receive the email. The situation that occurred is as follows: We tested the appliance, found that the appliance was in working order other than it had some superficial dents on the head of the appliance I believe three of them. His wife I believe came into the shop and purchased the appliance with the knowledge of the dents then they picked up the appliance and used the appliance for as he said for 30 days or more. Then they called us to tell us the appliance was now at 30 days into the warranty not working and we said ok bring it back he was upset about that and demanded his money back but the warranty clearly states that it is an in shop warranty and it is repair or replace. After that he sends his son in with the appliance on the back of his truck. His son then comes into the shop and gets me I go outside. I take one look at the appliance and realize that someone has jammed the computerized start switch into the control panel past the face of the control panel which obviously was done after the appliance left the shop. After that I said the warranty does not cover misuse. I showed his son exactly what I was seeing so I told the son that the button being jammed could easily have damaged nearby computerized components from just the force it would take to do such a thing to a button. Then his son called him and he demanded that we give his money back, that he makes a 6 figure income, and he has pictures that are on facebook which he took and are dated from the day he purchased the appliance showing that the button was already jammed in. I said ok send me the pictures and I will be more than happy to take care of it and he refused so I said then we are at a point where I can not help. He then yelled at me and threatened to plaster stuff on the internet about how bad we are as a shop and I said I am sorry but the appliance has obviously been misused and therefore is not going to be covered under the warranty. Later his wife called and was really nice and another employee talked to her and then talked to the owner and the owner said that if they bring it back we would diagnose the problem but once again he refused so he posted bad stuff about us on the internet and has now complained to the Revdex.com.

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.

We did not misuse the washer. Please see attached image of our supposed misuse, which was really just pressing the button when we washed our clothes. Again, all we did to the button was press it. They are just using that as an excuse to get out of honoring the warranty, which from what I can tell reading reviews and complaints on the Internet, isn't the first time they have pulled this. Also, I didn't ask for our money back until after the manager told us they were not going to honor the warranty, so I am disputing the company's version of the time line. We didn't start demanding our money back until it was clear that we were getting the run around, which hasn't changed. So, I dispute their response on multiple points.

Review: On July 23, 2015 my wife and I purchased a used up right freezer from the business. We were told the freezer was checked and found to be saleable. We transported the freezer home and it did run for approximately 60-days. I contacted the seller and was told to bring the freezer into the there store, and make sure that it was maintained in an up right position, which was done. They had the freezer for several days. They called and told me the freezer was ready. I went into the store and picked up the freezer and was assured that the freezer was working. Upon getting the freezer home, unloading and plugging the freezer in it never got cold. I loaded the freezer back up and took it back to the store. At that point I was told that the freezer was not repairable and the store would go to their warehouse and find another freezer of comparable value. I have called and stopped at the store and have been told they will check their inventory; as of October 16, 2015 there has been no communication from the store or an offer to refund my money. Can you please help with this. Thank you [redacted]Desired Settlement: $190.23

Business

Response:

In october [redacted] came into our shop and said there freezer stopped working. This was the first time we had heard from him concerning their freezer or we would have told them to bring it so we could fix it. We told them we would look at it for them with no charge. There was no complaint about it being in warranty since the warranty was 60 days and they were beyond that time. The complaint says they contacted us less than a month into their warranty but we never heard anything from them and there is no one here who took any phone call. The warranty is in shop and no one brought in the said appliance in the warranty time. Subsequently we found that the cold control had stuck and had been running continuously so we changed the cold control for them at no charge, which we were under no obligation to do, tested it and it worked. We called them and they took it home and it apparently failed . We told them we would try to find them a different freezer but we were unable to find them one. When a product is brought in on a complaint the first thing we do and always have done is look up there purchase and check to see if it is in warranty and they were not. This was never at issue until now this is the first we have heard of it. We were trying to help the couple even though they were out of warranty. Also at no time did they mention getting their money back because they were out of warranty. This is an unhappy circumstance but the freezer needed a thermometer to monitor it and they had told us it didn't. The freezer was used and was 175.00 dollars and should be treated as such again we are sorry this happened.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

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.The response from the store indicated that we had contacted them within one month of purchasing the freezer. We purchased the freezer on July 23. It came with a 60 day warranty. Neither my wife nor I ever contacted the store prior to September 23rd when we were instructed to return the freezer. The freezer was returned to the store on September 23rd. Technically, the freezer was most likely out of warranty; but in a phone conversation with one of the store employees indicated the freezer was still under their warranty. The store did in fact replace the freezer control as indicated; but the freezer never ran again. So I do not agree with the stores response or the fact that it took almost two months for their response. The bottom line, even though I do not agree with the business's response, representation of the facts or ability to conduct their business ethically, I have learned my lesson. I will never shop there again.Thank you for your time and trouble.

Regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' 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,

Review: We went into Appliance Recycling Store to purchase a washing machine and dryer. When the purchase was made there were a couple issues we were told would be covered under warranty. Come to find out we were blamed as we had supposedly abused the washing machine. We were told we had over stuffed the machine. This would cause the warranty to be void. We did not overstuff the washing machine or as we were told had been done. Also we were told that the only way it could have the damage is by mistreatment or abuse.

When we tried to go in a day ahead of time to get the problem resolved the business was closed. Posted that they should have been open. Frustrating that we are being blamed for the issues. I understand a crack in the tub and pinch in the rubber around the door.Desired Settlement: We would like an exchange washing machine that we do not have to pay for as the warranty states service repair or replacement within 90 days. This is all within 90 days.

For the warranty to be honored as it is stated in the contract written by the business owner.

Business

Response:

Hello,My name is [redacted]. I am the manager at Appliance Recycling and Wholesale Inc. I am responding to the complaint filed by [redacted]. The first part of their complaint says that the machine had issues at the time of purchase that would be covered under the warranty. That would be an incorrect statement because we only allow our employees to offer two ways to deal with any issue that is found before or during the purchase and they are as follows: 1. give a discount on the machine and sell it as it is or 2. explain to the customer that we would love to sell them the machine but we will have to ensure that the appliance is in good working condition before it leaves the premises. It would make no good business sense to sell a machine and let the customer take it home with a known problem and then still say it is covered under a warranty verbally agreed on. The machine was clearly abused with several highly experienced technicians examining the machine the evidence is overwhelming, the machine was out of balance for such a long time that the shocks were destroyed, the concrete counter weight was ripped away from the outer tub The inside of the machine was clearly bashed with tremendous force which could only happen with an extremely large load of clothes and prolonged use. The door boot was destroyed because of the overloading of the washer. I as a technician myself could understand if something broke and then they called and then we could fix the problem.Clearly, this is not the case here they overloaded the machine and not only that but this kind of damage does not occur by one load of being used this was an obvious regular occurrence to cause such damage. With all of that said we still took care of these customers in more than an amicable way. We even though it was clearly abused still gave them 50% off of another machine and they were clearly happy with this. Please see the attached photos as we really do try to make sure everything we do is done in a professional manner. Thanks for reading and we hope you have a great day.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' 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,

Review: I purchased a 20 inch apartment range for my basement. My son picked it up later that day and put in my basement with the help of my grandson. As I wasent feeling well I didn't check it out until a few days later only to find it was a full sized range. I called the company but they refused to to take it back. I said I didn't really want a refund but wanted a 20 inch range.Desired Settlement: I will returen the range, and wait for a 20 inch which I will have my son deliver

Review: They are knowingly selling refurbished appliances that last only months at a time. Buyers are out hundreds of dollars and they refused to work with anyone who has not either bought an extended warranty (which can cost more than the appliance itself) or are within a paltry 30 days of purchase. If by chance you do fall within that 30 days then they offer the replace the machine with another used one of EXTREME lesser value. The sales staff vehemently speaks of the reliability of their merchandise and tell their customers than can expect decades of use. I myself have been through 3 washing machines bought from them. The first lasted less than a year before the transmission stopped working, upon returning to their store the only option was to buy a new machine from them. Going out on a limb, I did, that machine leaked upon bringing it home. Then taking that machine back to the store I was offered to replace it with one that was being sold at nearly $100 less and was 10 years older than the one I currently had. Within 4 months that washing machine started leaking and now I'm writing this Revdex.com report.Desired Settlement: Honestly I would just like the $150 I payed for the machine back. I understand this is the risk in buying used or refurbished merchandise, but that is no excuse for selling appliances under the pretense that they will work for years when in reality their lifespan is months.

Business

Response:

DEAR [redacted],Hello, this is [redacted] the manager at Appliance recycling and Wholesale Inc. and I am responding to the complaint filed by Mr. [redacted]. In his complaint he states that we knowingly sell refurbished appliances that only last months at a time, which is completely false. We have certified technicians that have decades of experience. His next supporting statement he makes is that we refuse to work with anyone who has not bought an extended warranty or returned within 30 days which is another false accusation. We warranty almost all of our appliances for free for 90 days and the only ones we warranty for any less than that are refrigerators if you spend less than $200 on then we give you a free 60 day warranty otherwise they get a 90 day warranty also. In addition to our warranty, out of the very few customers that have problems with our machines many of them bring them back and are cordial and therefore we either help them free of charge or we give them a break on the repair costs no matter how long they have been out of the warranty period. The other part of that statement is that the extended warranty costs as much as a machine. It does not our extended warranty right now is only $99.95 for a year warranty instead of the 90 day one. his next statement says that we exchange our machines with ones that are extreme lesser value which if that were true then I think in the last 15 + years he would not be the only one to have claimed this. to respond to his next statement where he claims that we told him his only option was to buy another machine is mostly false. The reason it is mostly false is we probably told him it was not worth repairing but that we would give him an extremely great deal on another one. The final thing he states is that the machine we were willing to replace the supposedly leaking one with was $100 less than it, which if you look at the price he paid for it makes this statement clearly is false because he said that he paid $150 if the replacement was a $100 less that means the machine could have only been $50 this is false because we do not sell machines for less than $125. So clearly his arguments are unfounded and not based on what really happened. Regardless of all of these false statements he has made I called him and asked and attempted to resolve this situation reasonably but he disagreed with me and said he would call back and has never called back.