Appliance Warehouse

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 9931554, and find that this resolution is satisfactory to me Will the Revdex.com be following up with the owner on the response, or should I contact the business owner and let him know we would like to arrange to return the machine to his business for the refund? I will contact the Revdex.com if there are any issues with the return Regards, [redacted] ***

I requested that my rental washer and on dryer to be picked up on March 7th, Every other day I'm being advised that they can't pick it up I called March 4th (account number XXXXXX)and was advised my washer and dryer would be picked up on March 9thI later received phone call on March 9th at 10:34am stating that they are having warehouse issues and will be rescheduled for March 11thOn March 10th I received another phone call advising the driver called off that day and Friday so they can't deliver on Monday March I advised that I have to attend a surgery on Tuesday and will need this picked up I was advised ok and an email was sent to the manager of the warehouseToday is March 14th I called to verify and was advised it would be picked up on Wednesday March 16thI requested to speak to a supervisor and I was transferred to [redacted] who is in Dallas, Tx and she advised she sent an email requesting to squeeze me in for the dayThis is horrible customer service and a big inc

I requested that my rental washer and on dryer to be picked up on March 7th, Every other day I'm being advised that they can't pick it up
I called March 4th (account number XXXXXX)and was advised my washer and dryer would be picked up on March 9thI later received phone call on March 9th at 10:34am stating that they are having warehouse issues and will be rescheduled for March 11thOn March 10th I received another phone call advising the driver called off that day and Friday so they can't deliver on Monday March I advised that I have to attend a surgery on Tuesday and will need this picked up I was advised ok and an email was sent to the manager of the warehouseToday is March 14th I called to verify and was advised it would be picked up on Wednesday March 16thI requested to speak to a supervisor and I was transferred to *** who is in Dallas, Tx and she advised she sent an email requesting to squeeze me in for the dayThis is horrible customer service and a big inc

$27.14 was credited...

back to her card on 9/29, $26.72 was credited back on 10/25

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 9931554, and find that this resolution is satisfactory to me.  Will the Revdex.com be following up with the owner on the response, or should I contact the business owner and let him...

know we would like to arrange to return the machine to his business for the refund?  
 
I will contact the Revdex.com if there are any issues with the return.
Regards,
[redacted]

[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 would be satisfactory to me.

Review: I needed a cheap washer, dryer and fridge. Bought all 3 at Appliance Warehouse. All of the fridges I looked at had small dents and dings, which is to be expected. There was one fridge with no dents that was a little pricier, but well worth it since it looked brand new. I purchased this fridge for $1,100, as well as a washer/dryer set.

They delivered all three items on 4/27/16. After the fridge was installed I immediately noticed multiple dents on the freezer door, including an extremely large dent. I called the manager & she was rude & unprofessional. I explained that the dents were NOT present when I purchased the fridge and that I wanted the delivery man to take it back to the store. The manager refused, was flippant and condescending. I asked for the name of the owner and she refused to provide it. I peaked in on the washer/dryer and they were both running so I figured they were okay and did not investigate further.

Later that day after the delivery man was gone, the manager called back and left a message, stating I could return it but would be charged. The manager said they would pick it up the next day (4/28). I took that day off from work and waited all day - no one came or called. When I called them they said they were booked and that they would come out 4/29. I took another day off from work but again rec'd no call. When I called them at nearly noon, they said they had scheduled the pick up between 5-7. No one told me this & I missed a second day of work. Then they charged me several hundred dollars to return the fridge. I later realized the delivery man had installed the washer & dryer backwards & had to pay a fix-it man $75 to rectify that situation. The washer/dryer smell so strongly of cigarettes I have to keep the door closed @ all times.Desired Settlement: I want a full refund for the fridge. I paid $1,100 for it and I expect the same amount to be returned as the product was damaged upon delivery. I will also be taking the business to Small Claims Court for my days of missed work and $75 fee I had to pay to have washer/dryer installed correctly.

Business

Response:

On 4/26/2016 the customer in question [redacted] came in and purchased a refrigerator and washer dryer set .on 4/27/16 the items were delivered. After installation of the refrigerator [redacted] called and told us that the refrigerator was dented and scratched and she had not bought it like that.We asked her to email photos to us so we could compare it to the photos I had sent my boss for pricing on 4/23 , which confirmed that the dents were there before it was sold . I called her and told her that the dents were there when she purchased the refrigerator ,she then accused me of taking the photos just before delivery , I explained during this conversation that I had taken photos of it to show my boss to get a price on it and the photo was time stamped. At which time she told me to F-off and hung up the phone. THIS WAS ALL WHILE OUR DRIVER WAS STILL AT THE HOUSE.After talking with [redacted] the girl that sold it to her ,she ( [redacted]) said that the customer was not in our shop for very long so maybe she didn't notice the dents.I called my boss and she said that we could take the frig back with us right then and there however I could not get ahold of the customer. I called her at least 10 times in a row.... So after not being able to get ahold of her my boss said we will be charginging her the 20 % cancellation fee which is stated on our receipt .She would not call me back nor did she respond to the email I sent showing the text with the date stamp of the refrigerator with the dents already there 3 days prior to her coming in and purchasing the refrigerator. When she finally did call us back my boss actually said we would go ahead and just charge her only 10% cancellation.On 4/30 we refunded 910.89 ( total of refund was a package deal so 10 % off set was removed and deducted from refund.If she would have returned the refrigerator at the time of delivery we would not have charged her the cancellation fee, Since it took us multiple times to get ahold of her the cancellation charge went into effect.We showed her the proof of the photos and she is not accepting that fact. She has posted bad reviews on every website possible which are all making her failure to check out what she was buying our fault.We have been in business for 24 years A+ rated with the Revdex.com. The breakdown of the purchase and refund amount is as follows.[redacted] refrigerator. $1100.00Lg front load set $650.00Total before package deal $1750.00 -10% discount. - $ 175.00 ------------------------- $1575.00 Free delivery because of 126 tax 1701.00 total. Paid on debit cardThe 10% discount was for purchasing a “package deal” washer+dryer+refrigerator.So because we are refunding the refrigerator the 10% will not be given. Also the delivery will be a charge of $22.00 .The total of the set with a 5 % discount plus tax and delivery is 688.90So the breakdown of the refund is,1701-688.901012.10Less 10% is 910.89 So not only did we NOT charge her the 20% but we gave her a discount on the set. Thank you,[redacted] Manager of Appliance WarehouseOur father had been in the hospital for the last month then passed on the 15th of May with all the funeral arrangements I did not see this online complaint but we did not receive anything in the mail. I guess the Revdex.com does not send anything by mail anymore .We will be taking action in court as well for slander and employee time for court.She also has different amounts she is claiming for loss???[redacted]Owner of Appliance Warehouse ATTN: PLEASE SEND PHYSICAL MAIL AND OR COMPLAINTS TO OUR BUSINESS [redacted]

Review: I hired them to service my washer because that is where I bought it . When the repair man came he was moving the refrigerator and banged it into my refrigerator witch is brand new and stainless steel putting 2 large dents in it. My fiancee was present in the kitchen when this occurred. When I called to address the issue I was told to send pictures to Dana [redacted] so I did with no response for a week I called Dana back and she told me that she has not seen or bumped into the repair guy that was strange to me because they work together. She told me she would talk to him and call me back that is the same thing she told me a week ago I feel they are not addressing the problem and avoiding it.Desired Settlement: I would like the refrigerator repaired It is brand new

Business

Response:

Complaint [redacted] is resolved with the customer. The customeraccepted extended appliance warranties for one year and is satisfied,Sincerely,Regis A[redacted]Appliance Warehouse, Inc.President

Review: I called appliance warehouse the week of 05-19-14 for a service call. I was informed that my warranty has expired . I was never notified. Spoke to [redacted] and he stated that it is not their responsibility to informed their customers that their warranties were expired. They dont have the staff for that. He also stated that I will have to pay for of the service call. He did know how much it was going to be so I should pay was what every I could and we will figure it out after the service call. [redacted] will have to check the dryer too to make sure it is working. [redacted] came on 05-24-14 . Fixed the washer and checked the dryer and everything was ok. 2 hours after [redacted] left, the washer stopped working. Another service call was placed for 05-27-14. I ended up speaking to [redacted] again on 05-24-14 and we were able to fix it over the phone. He talked me thru some instructions. The hose was clamped shut. I called [redacted] back to cancel the service call scheduled for 05-27-14 and left a message for [redacted] regarding the price of the service call and the warranties. I never received a call back. On 06-02-14, I left another message for [redacted]. I called again on 06-10-14 Spoke to [redacted] and stated that he will have to pull the service invoice and see what the price was. He said for me to call him back on Thursday (06-12-14). Called [redacted] back on 06-12-14, he will call me back on Friday. No returned call received from [redacted] on 06-13-14.Left another message for [redacted] on 07-17-14, [redacted] called me back and said now he has to pull the service invoice from [redacted] and will call me back tomorrow (07-18-14). 07-21-14 Called [redacted] again - Spoke to [redacted], he stated that [redacted] was not in but he will give him the message . I explained the situation to [redacted] and he stated that service calls are usually about 59.00 so it should only be about 25.0007-22-14 [redacted] called me back. He stated that he is still waiting for [redacted] to locate the service invoice. I told him that I had a copy of it. He said to call him back on Thursday (07-24) with my invoice copy. 07-24-14 [redacted] called me back stating that his invoice is only saying that I pay 75.00 case. There is no amount on his invoice. My invoice is stating that the service call was for 107.00. and half of that was is 53.50. He then informed me that we were back to square one with the warranties because its been too long since [redacted] checked the. Per the service manager. I informed him that it was not my fault. He was the one not calling me back or locating the invoice in sufficient time. He told me it was out of his hands now and I will have to speak with [redacted] Service Manager. [redacted] stated that he will have him call me tomorrow. 07-25-14 Called Appliance warehouse and spoke to [redacted]. He was aware of my situation and asked me to email him a copy of my documentation regarding my contact with [redacted]. Email to him at [redacted]@appliancewarehouse.com Just received a call from [redacted] and asked me to fax a copy of the invoice to her at ###-###-####. Copy of documentation and invoice faxed to [redacted]. On 07-28-14, I left a message for the service manager [redacted]s. He did call b back and stated that he was going into a meeting with the owner and he will call me back. A few hours later he called me back to tell me that they were going to let me have my warranties back on my washer and dryer, no one had to come to the house to check them. I started to ask him about the service call and he stated that it should have been 175.00 instead of just 107.00. I have a copy of the invoice which is 107.00. He didnt understand why [redacted] only charged me that amount. Now. I paid $64.15 for the warranty for my washer and the other 64.15 will be paid for the dryer on 08-01-14. They agreed to wait until Friday for the dryer payment. Dealing with them for over 2 months regarding warranties is ridiculous.Desired Settlement: I want them to make it right. I was charged 107.00 for my service call and half of that is 53.50. I paid 75.00 cash at the time of service and [redacted] was supposed to work it out with me. A year warranty is 64.15 all paid up front. Which in the past (last year when I purchased my last warranty) you were able to break down the yearly payment into 3 monthly payments was not available to me anymore. So I want my refund of 53.50 refunded to me from half of the service call.

Consumer

Response:

I will accept the offer of the refund in the amount of $53.50 from Appliance Warehouse. However, I would suggest anyone who deals with them, to make sure they keep strict records of dates, people and prices. I have been a good customer with Appliance Warehouse for years (over 10) and I never had a problem until now. I just am so surprised on how badly they handles this situation.

Review: On 3/21 I called off of work and appliance warehouse service rep [redacted] came to my home to fix my washer. he replaced a belt. I paid a total of $107. After [redacted] left maybe 2 hours later I tried to use my washer. My washer began smoking and shaking very hard and loud. The warehouse was now closed. I called back the very next day 3/22 and was told someone will come out and look at it. [redacted] called me back and said that it was the transmission and that I can get $75 in store credit or refund. The following saturday 3/29 I went to look at their invatory of washers. I didnt see any that I liked and purchased one from a different store that same day. I called and asked how will they refund me, cash or check. I was told they knew nothing about my refund. I then went back to store and spoke with manager [redacted]. He adv that service rep who told me was on vacation and wouldnt be back until 4/2, andhe would have store owner [redacted] return my call on Monday. Well monday came and went and so did 4/2 with no returned phone call. I then called on saturday 4/5 and spoke with [redacted] again who adv that he did give [redacted] my message and spoke with [redacted] who said that he told me $75 credit or $50 refund. Which is not what he told me. He told me $75 credit or refund. [redacted] said that he would still need to speak with [redacted] and he will call me on monday 4/7. It is now 2:48pm 4/7 and still no call. I called again and spoke with manager [redacted] who adv will have [redacted] return my call. I would just like my $75 refund.Desired Settlement: I would like $75 refund

Business

Response:

To Whom It May Concern:

Review: First of all Appliance Warehouse is baiting and switching potential customers of appliances using Revdex.com leader ads. I went to the store on the morning of 8/6 looking for a top and bottom refrigerator because they ran a ad that said they were blowing out refrigerators and prices started at $135 and up all week. So I got $200 in cash and went to Appliance Warehouse because my family is moving and needs a cheap new refrigerator figuring I could get one "no problem" for that amount.I arrived at Appliance Warehouse and the first thing that struck me was how hot the inside of the store was and you also have to navigate a unsafe set of wooden rickety stairs to get to the outside "showroom" which was not anywhere close to the advertised prices on Craigslist that they had listed. They had one refrigerator listed for $165 that was a 1970's or 80's Roper model that when I opened it was filthy and smelled like old rotting meat, like I want to put my families food in that piece of trash, I think not. They had no other refrigerators for under $200 for top and bottom models. They were also advertising side by sides for $200 and up and they did not have one for under $275 this is classic bait and switch and they are using the Revdex.com name to lure honest people like myself who only deal with business's that are registered with the Revdex.com.Furthermore when I tried to ask about the Craiglist Ads they acted like they did not know what I was talking about price wise and said it was just a general ad they had placed on the site. I said no it was a very specific ad that you can see here [redacted] that they are not honoring and have no intention of honoring at Appliance Warehouse. I feel Appliance Warehouse is a very shady business who are using the Revdex.com name to make a profit off unsuspecting consumers who are in need of appliances quickly. Appliance warehouse are misrepresenting themselves online at Craigslist with bait & switch ads and what they are doing is wrong and illegal.Desired Settlement: I want a apology and my gas money re-imbursed that I used to go down to Appliance Warehouse.

Business

Response:

Dear [redacted],

I'm sorry you feel this way we definitely do not try and misrepresent our merchandise or our prices. We have been in business for over 20 years and have made a reputation that our children would be proud of and I am very proud that we have been members with an A+ rating for so long. In the used appliance business that is very rare!

Our inventory literally changes from hour to hour as we fix all kinds of our appliances all day long. We are used and what you may consider junk others do not. We try our best to clean and keep our items free from smells but staying closed up all day long sometimes yes they do get musty and sometimes flat out need to be rewashed !

As for our showroom and rickety stairs , which we had our contactor re do about a year ago , I assure you they are safe.

We again are used and this showroom is a huge step up from the chicken coop my husband and I started at 24 years ago.

As you are upset with our store I am upset with all of the illegal home businesses and small shops that pay no workers comp, no sales tax, no Federal or State taxes for their employees, let alone no paid vacation and no sick leave.

These are the people that we are in competition with on [redacted]....or they are flat out lying to people pretending they are private individuals when they are dealers in disguise!

We sell our cheap top/bottoms @ $135.00 as soon as we get them out on some days then other days they sit. But if we do not advertise our lowest prices how will our new customers know what they start at? In the last 3 days with the heat we have sold lots under the $200.00 price range but we restock everyday.

We also go over to our wash pad and check for new inventory for our customers all the time and you did not want to speak to a manager you just wanted to turn us in to the Revdex.com. I don't understand why people can't just talk anymore?

Why couldn't you just say hey what can you do for me? Can you see what's coming out?

And by the way, "you have a stinky frig back there...it needs to be rewashed!

It's all about expressing themselves on social media instead.

I am sorry for your experience and I will put on our new ads " while supplies last "

As for your compensation for your gas, it's with a heavy heart that it's come to this but I will send you a check today for $10.00 although I feel it's ridiculous since even if we had 10 refrigerators at $135.00 I highly doubt if they would have suited you.

Sincerely ,

Appliance Warehouse

Consumer

Response:

I am rejecting this response because:

Was greeted by friendly staff and led to the product I was looking for. Given a lot of time to make my choice, with help if I wanted it.

Review: We had a refrigerator delivered by the company on June 1, 2013. The company had to remove our old fridge that was not working properly. In the process of the delivery and removal, the two employees managed to drag dirty water throughout the carpet of my first floor, place 2 holes in my walls and remove paint/drywall from 3 doorways and stairway banister. The following Tuesday (the 4th), I filed a complaint with the company by phone. I was told that it would be discussed with the manager and my call would be returned. Two weeks later, I called them for an update, as I had not heard back. I never received an answer. An angry, but polite, email later, and I received a response from a manager. It took many more emails and phone calls (always me to them) to get someone to come look at the damage (no pictures were taken), and then more emails (me to them) for any attempt at reconciling the problem. I have now dealt with 3 different people. Needless to say, September 1st will mark 3 months and the last I have heard from them is August 16th when they asked for ME to send THEM estimates (including purchase break down for paint/putty/etc) on repair /cleaning.Desired Settlement: I have already offered to fix the walls and paint on their expense. They have a copy of my (almost $500) repair estimate, including having the carpets professionally cleaned and deodorized. I do not have the money to do these things out of pocket, and honestly, would not do so as I do not trust them to reimburse me since it has taken this long to get pretty much nowhere in the complaint. I do have copies of emails sent if they are needed.

Business

Response:

Date: September 6, 2013

To Whom It May Concern:

The Appliance Warehouse will pull all our delivery records for this customer, to see

if any damages are documented 011 delivery log. We will contact the customer to schedule

a date and time to send an associate to review the customer’s damage claim. The

Appliance Warehouse will then immediately work with the customer, to resolve the

damage claim in a timely matter.

Consumer

Response:

As stated in my initial claim, they have already done all of these steps. From what I have been told, by the person who visited my residence to inspect the damage, the damage was not logged, and the two delivery men are no longer employed with the company, by company doing, not their own (ie, they were let go or fired). It took almost 2 months to get someone to come look at the damage. He did not take any pictures. It is now 3 months from my initial complaint. I have dealt with 3 different people on this matter and still nothing has been resolved. I have copies of all emails sent, including one with my estimate for repairs, which blatantly shows they have already done all of these steps. This is the most frustrating company I have dealt with, especially since my 18 month old has been running around on dirty carpets because I don't have the extra money to shell out to have them cleaned myself.

Business

Response:

September 23, 2013

To Whom It May Concern;

The Appliance Warehouse, after reviewing the details and issues concerning [redacted] damage complaint. The Appliance Warehouse has agreed to settle the customer’s damage compliant in the amount of $468.00. This is the amount that was estimated by the customer. The appliance warehouse will contact the customer to make arrangements for the customer to receive a check. The check will cover for the damage repairs. If you have any questions, please contact me at [redacted].

We were highly recommended to Appliance Warehouse by relatives and friends, so

we gave it a try and saw that the store was very clean and fast service and was able

to purchase exactly what we needed. The sales personal was very helpful.

Rodger and Sharon

Review: I purchased a used refrigerator on 4/14/14 from Appliance Warehouse found cockroach on refrigerator then found nest of them under and behind fridge by the motor area I have been in my home for 7 years never had problem like this before I take care of elder woman and have 2 great grandkids in the home age 5 and 8 months old , I called the company asked to speak with manager the person stated that they were not there and told them the problem they told me they don't have roach problem and they would have the owner or manager call me which I did not receive call back so I called again today on 7/1/14 asked for manager she told me no exchange and that she would speak to them again and call me back they did not . They also told me that they lived in my area and moved out because of roach problem which this comment upset me because like I said I have lived here for 7 years and never seen a roach , I am asking for resolution to this issue. please call me asap Thank you [redacted]Desired Settlement: I told them I did not want money back but just to replace refrigerator they seemed like they did not want to talk to me .

Business

Response:

On the customers 1st call in she called and asked for a manager or owner which we do screen our calls for solicitor purposes. When she told [redacted] what it was regarding my husband and co owner got right on the phone. He asked her how long she has had this refrigerator and her response was since the date of purchase of 4-14-2014 it was actually delivered on Tuesday 4-15-2014. She stated that she had being seeing roaches for about 2 weeks but could not figure out where they were coming from. He told her that if the refrigerator had cockroaches that she would have seen them immediately. She also stated that she saw them on the back bottom cardboard. I told her we fully inspect all backs of refrigerators because we clean the fans and condensers of dust build up while checking the compressors. I also told her we have had Clark Pest Control coming to our shop for the last 20 years of business to do preventative maintenance. He told her at that point there was no way it's gone this long from the refrigerator and we don't feel the cockroaches came from us. We later talked to our [redacted] that comes weekly and he reconfirmed my husbands belief that they would have seen them within the 1st week.

My husband did tell her he would speak to me if to see if I had a different opinion which I didn't. But as members of the Revdex.com we will offer a full refund even though we truly do not believe that we are the cause and out of our 60 day warranty. The refrigerator may in fact have cockroaches now as they will tend to go to the stove, refrigerator , dishwasher...basically anything where food is and can be brought in from anything.

Thank you for your help in this manner,

Appliance Warehouse

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I have purchased a dryer and washing machine from Appliance Warehouse over the last two years, and have found them to be utterly fabulouse. The delivery guys on both occasions were really helpful, very polite, and respectful of my home, going out of their way to make sure they didn't damage anything. I can't recommend them highly enough. Bpth were delivered within three days of me ordering.

Great prices and a lot of very clean items. I purchased a refrigerator from them for a great price and am very happy with it. I will be returning for a stove, dryer and wall air conditioner. If you need something go here first. The staff was very helpful and did not push just for a sale. The inventory is HUGE.

Review: My partner and I purchased a used washing machine with a 4 mo. warranty from Appliance Warehouse. My partner selected the washing machine based on the recommendation of the salesman at Appliance Warehouse. He brought the machine home and we noticed that some of the buttons did not work. We paid a little over $200 for the used machine that had supposedly been cleaned, tested and parts replaced. We notified AW that the buttons did not work and spoke with the owner and he was doubtful of our claim. He sent out a service technician and the technician found that all of the buttons did not work. The technician did not take the machine back. We had to call the owner and he agreed to let us exchange the machine. My partner had to reload the machine and drive it to AW. We went in and we selected a second machine. It was an older machine, but a model that I was familiar with because I had the exact machine in a previous rental unit. This model was $175 and the salesperson did not offer to pay us the difference and when we asked, he told us to come back another time because he didn't have any cash.We took the machine home and my partner installed it, using a level. He had to purchase new hoses, because the hot water hose was deteriorating. We did a load of laundry and the machine moved a few feet and vibrated heavily. We called AW and the owner claimed my partner had installed it improperly (untrue). We did another load and we had the same problem. We called the owner and he sent out a service tech and the machine shook and moved. My partner asked the service tech to fix the machine or take the machine so that we could exchange it for a functioning one. The service person left without stating anything. We followed up with a call to the owner and he said that we were not loading the machine properly (untrue). The owner also said we should have kept the first machine because it was a good one. The owner will not give us a good machine nor repair it. The owner will not return my calls.Desired Settlement: I would like a refund and I would like Appliance Warehouse to take the machine back. We have had to spend too much time trying to get them to take care of a machine that is under their warranty. The owner of Appliance Warehouse keeps trying to negotiate. We believe that we should get a refund. We no longer want to deal with this business because they have given poor service and have not resolved the issue.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9931554, and find that this resolution is satisfactory to me. Will the Revdex.com be following up with the owner on the response, or should I contact the business owner and let him know we would like to arrange to return the machine to his business for the refund?