Appliance World of Huntington Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

First, I will address the response to Revdex.com from [redacted]
[redacted] at Appliance World.  At the timeof purchase, I should have been informed that this was already a 4-5 year oldmodel oven unit and was manufactured in 2007. Since this unit was manufactured in 2007, there is no way of knowing ifthis unit had been handled improperly in the warehouse over the years causing thedamage.   In addition, the warranty should have beenbetter communicated to both verbally and in writing.  Being an informed consumer could havepossibly changed my decision on which item I was purchasing.[redacted] continues to address the issue with the oven unitas “cosmetic”.   The porcelain coating onthe inside of the oven chipped and rusted. As soon as I noticed this issue, I did not use the oven for fear of therust continuing and not knowing if there were any health hazards whencooking.  Over the last three years, I dothe majority of my cooking on the cook top and microwave.  I have used my oven unit approximately fivetimes – up until I notice the damage -  and have not had a need to use the selfcleaning option.  Therefore, I take issuewith [redacted]’s statement that this is normal wear and tear or the unit wasnot cleaned properly.I have been corresponding with the [redacted] Representative, [redacted]
[redacted].  She has been helpful and istrying to work out whatever details she can to rectify this situation.  I have been able to negotiate with [redacted]and [redacted] for a replacement unit, however, I am incurring additional cost.  [redacted] is trying to  do the best they can, especially since itappears, as stated by [redacted], that this warranty issue should have beentaken care of by the dealer and not [redacted].In conclusion, I have purchased a new unit through[redacted].  Based on all that has happened, Ibelieve that Appliance World is still responsible for the additional cost forthe replacement unit.
Sincerely,
[redacted]

This unit, model # SO302US may have been manufactured in mass quantities in 2007, however Appliance World purchased this unit from [redacted]’s distributing warehouse in early 2011. The manufactures warranty on the unit begins the day the customer receives the unit, not the day it’s manufactured....

As the client stated, after purchasing this unit, she had in total, a three year warranty. However warranties only cover electrical and mechanical issues, it does not cover cosmetic issues. What the client is experiencing is considered a cosmetic issue and is usually caused by normal wear and tear, or, it could be caused if the unit is not cleaned properly. When [redacted] notified us that she was having an issue with the unit that has been in her home for close to three years, she was unhappy that our hands were tied after contacting [redacted], (being that cosmetic issues are not covered under warranty), so her case was forwarded directly to the manufacturer, being that certain circumstances the consumer can hold more weight than the dealer. Appliance World is very pleased to find out that [redacted] had success with [redacted] in having an option to replace her unit at a prorated cost, (which, according to [redacted] at [redacted] has been reduced to $923.31 after tax), especially since other than a cosmetic issue, there was nothing wrong with her unit. As previously stated, Appliance World had contacted the manufacturer regarding this issue; but we were told that there was nothing that [redacted] could do. In this circumstance, [redacted] was somehow able to work out a deal on her own with the manufacturer to have her current unit replaced with an upgraded model (model # SO30TE/STH). We have been informed that this exchange will be happening on December **, 2014. If there was an electrical or mechanical issue with the unit, Appliance World would certainly stand behind our consumer and if need be, pay the prorated cost on our own. However, as stated, warranties do not cover cosmetic issues so any agreement she made with [redacted] in purchasing a new unit at a discounted price was her decision, and thus her responsibility to pay the difference. In summary, all issues (including the client’s microwave) have or will be resolved shortly after the new unit is exchanged on December **, 2014. Should you have any other questions, please feel free to contact me. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Review: I purchased a GE microwave from the company on 9/**/2013. Despite them telling me two days prior that the item would be delivered the same day, I was told to call back on 9/**. I called back on 9/** and was told to call back on Saturday 9/**. I paid 123.00 cash for the microwave. In spite of me telljng [redacted] that I had to be at work a certain time, he only showed up in the 30mins before I was due at work. This left me no time to examine it until after I got off. Later that same day, I took the microwave out only to discover it was faulty. The store has complaints online. I called the store and was told that it's between me and the manufacturer. When I stated that they sold me faulty equipment knowingly, in order to profit, I was told my refund would be processed 9/** and be delivered to me. I requested payment returned the way I paid, cash. [redacted] did not call me back and today I called again. Now I am told the accounting dept cut a check for five to seven business days delivery. When I recalled what he said, he laughed at me and said life's not fair, then hungup. I want a FULL REFUND plus apology from this store. I want a cash refund immediately bc I paid them in that manner. I work during bank hours and my branch is not in Oyster Bay. The store is willfully drawing out the refund process and has the defective microwave and my cash in its possession. The store has a reputation for frauding people this way.Desired Settlement: Full cash refund immediately of 123.00 and an apology

Business

Response:

Customer [redacted] came into our store on Tuesday, 9/**/2013, looking to buy a microwave. The reason the client had to wait to receive the item was for two reasons.

1) The microwave had to be transferred from our warehouse to the store

2) The client didn't have money to pay for the unit on Tuesday, she had to wait until she got paid, which was on Thursday, 9/**/13.

When the client walked into the store on Thursday to pay for the unit, customer [redacted] told our sales associate that she had no way to get the microwave from the store to her residence. She also mentioned that she didn't want to pay any additional money for delivery. Appliance World tried to demonstrate our excellent customer service, so our sales associate [redacted] offered to bring the unit to her residence in his personal car, free of charge. [redacted] didn't get off from work until 6 pm Friday and that wouldn't work for [redacted] informed the client he could drop off the unit to her home after a meeting he previously had scheduled on Saturday morning, 9/**/2013. Again, he was doing this free of charge, in his personal vehicle to accommodate customer [redacted]. Saturday morning, [redacted] called the Oyster Bay store informing Appliance World that she had to be work at a certain time, and that she needed delivery by then. [redacted] said he would do everything he could to make it to her residence before she had to leave for work, and as [redacted] already stated, [redacted] arrived 30 minutes prior to her work starting.

Customer [redacted] simply did not like this unit. She claimed it was faulty; so as per our agreement with the manufacturer, we offered to set up service. She didn't want service, or a new unit. She just wanted her money back.

After **. [redacted] caused a scene, we simply gave up and offered to refund her money. We informed customer [redacted] that if she came back to the store with the unit, we would refund her the money. **. [redacted] demanded that since Appliance World delivered the unit to her (free of charge in a sales associate’s personal car), that we should do the same and pick it up. After customer [redacted] caused yet another scene, we accommodated her request to avoid any further issues. Our sales associate picked the microwave up from her home on Saturday night, after the store closed.

The store was closed all day Sunday. As we promised the client, a refund check was cut first thing Monday morning (9/**/2013) and mailed the same day. There was absolutely no intentional delay in the refund process.

As per [redacted]’s complaint about receiving a check instead of cash, it is our store policy to issue refunds by check only, as there is no guarantee of the customer receiving the cash via the mail.

Furthermore, at no point during this ordeal did anyone from our staff make any harsh statements or hang up on the client.

Should you have any further questions, please feel free to contact me.

Respectfully yours,

Appliance World

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] appliace world is lying. When I went to the store on Tursday 9/** and asked about the unit they OFFERED to drop it off at no charge because I live down the street. I did not beg saying I had no money for delivery! I did not cancel the dropoff on the date I paid for it. They told me to call back on 9/**, then 9/**! I do not even work after six and can prove this! I did not return the item due to not liking it. The microwave has a power level button function that DID NOT WORK OUT OF THE BOX! I received no apology from the store. They are lying on me and I do not appreciate fraudulent behavior! The microwave came from their Hubtington STORE, as they told me the day I first asked about it!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I'd bought [redacted] wall oven and microwave oven from Appliance world on December 2011. that time we got 2 year manufactures + 1year store total 3years warranty. Manufacturing warranty was over on 12/**/13, now I'm under store warranty. this August I'd noticed there was a rust on my microwave door. I'd sent pictures to appliance world and they agreed to replace that door(I'm still waiting for the right parts - twice service showed up with wrong parts). On 9/*/14 when service man came for my microwave oven door, I'd showed him my [redacted] wall oven inside the cavity rust. he made a note. Week later appliance world([redacted]) called me for rusted area's picture. after looking those pictures they decided I've to deal with [redacted] told me there warranty was over on 12/**/13, this is 2007 model, they don't have the parts and I've to replace this oven with new one and the prorated cost 1,043.13 which includes tax, delivery and install. when I bought this store didn't tell me that this one 2007 model. the sales person([redacted]) told us newer model came out and the for older models they are given rebate + 1year extra warranty top off manufacturing warranty. I'd requested to the store to pay that prorated cost but they denied.Desired Settlement: Replacement

Business

Response:

This unit, model # SO302US may have been manufactured in mass quantities in 2007, however Appliance World purchased this unit from [redacted]’s distributing warehouse in early 2011. The manufactures warranty on the unit begins the day the customer receives the unit, not the day it’s manufactured. As the client stated, after purchasing this unit, she had in total, a three year warranty. However warranties only cover electrical and mechanical issues, it does not cover cosmetic issues. What the client is experiencing is considered a cosmetic issue and is usually caused by normal wear and tear, or, it could be caused if the unit is not cleaned properly. When [redacted] notified us that she was having an issue with the unit that has been in her home for close to three years, she was unhappy that our hands were tied after contacting [redacted], (being that cosmetic issues are not covered under warranty), so her case was forwarded directly to the manufacturer, being that certain circumstances the consumer can hold more weight than the dealer. Appliance World is very pleased to find out that [redacted] had success with [redacted] in having an option to replace her unit at a prorated cost, (which, according to [redacted] at [redacted] has been reduced to $923.31 after tax), especially since other than a cosmetic issue, there was nothing wrong with her unit. As previously stated, Appliance World had contacted the manufacturer regarding this issue; but we were told that there was nothing that [redacted] could do. In this circumstance, [redacted] was somehow able to work out a deal on her own with the manufacturer to have her current unit replaced with an upgraded model (model # SO30TE/STH). We have been informed that this exchange will be happening on December **, 2014. If there was an electrical or mechanical issue with the unit, Appliance World would certainly stand behind our consumer and if need be, pay the prorated cost on our own. However, as stated, warranties do not cover cosmetic issues so any agreement she made with [redacted] in purchasing a new unit at a discounted price was her decision, and thus her responsibility to pay the difference. In summary, all issues (including the client’s microwave) have or will be resolved shortly after the new unit is exchanged on December **, 2014. Should you have any other questions, please feel free to contact me. Sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

First, I will address the response to Revdex.com from [redacted] at Appliance World. At the timeof purchase, I should have been informed that this was already a 4-5 year oldmodel oven unit and was manufactured in 2007. Since this unit was manufactured in 2007, there is no way of knowing ifthis unit had been handled improperly in the warehouse over the years causing thedamage. In addition, the warranty should have beenbetter communicated to both verbally and in writing. Being an informed consumer could havepossibly changed my decision on which item I was purchasing.[redacted] continues to address the issue with the oven unitas “cosmetic”. The porcelain coating onthe inside of the oven chipped and rusted. As soon as I noticed this issue, I did not use the oven for fear of therust continuing and not knowing if there were any health hazards whencooking. Over the last three years, I dothe majority of my cooking on the cook top and microwave. I have used my oven unit approximately fivetimes – up until I notice the damage - and have not had a need to use the selfcleaning option. Therefore, I take issuewith [redacted]’s statement that this is normal wear and tear or the unit wasnot cleaned properly.I have been corresponding with the [redacted] Representative, [redacted]. She has been helpful and istrying to work out whatever details she can to rectify this situation. I have been able to negotiate with [redacted]and [redacted] for a replacement unit, however, I am incurring additional cost. [redacted] is trying to do the best they can, especially since itappears, as stated by [redacted], that this warranty issue should have beentaken care of by the dealer and not [redacted].In conclusion, I have purchased a new unit through[redacted]. Based on all that has happened, Ibelieve that Appliance World is still responsible for the additional cost forthe replacement unit.

Sincerely,