Brown's TV & Appliance, Inc.

I am questioning the ethics of the above business. On September 17th, I brought my CD player to the shop to double check the circuit board I feared was fried. At the time, [redacted] showed me a few machines in a booklet however, was promised he would have more choices for me to select from and the $50.00 would be put towards a new purchase.On September 27 my husband [redacted] returned to the store and sure enough the circuit board was fried and useless. [redacted] did not follow through, there were no units he had for us to look at. BUT he would call us when he received the info. Here it is October 10 and I have not heard from [redacted]. There was no repair, no effort to find a replacement CD.Desired SettlementAt this point, in all fairness I would like to have my $50.00 returned so I can do my own shopping for a CD player since [redacted] has not followed through as promised.Business Response Ms. [redacted] was contacted on Tuesday, 11/19/13.A message was left on her answering machine to contact Brown's TV. We also told her we were unaware and sorry to hear of her dissatisfaction. We would gladly refund her $50 and assist her in finding a replacement. Her current item is non repairable and no longer manufactured.We would love to assist her!Final Business Response Good morning Ms. [redacted]We had a check for $50.00 sitting here over two weeks, she never came and picked up. Now, she wants us to mail it to her.I'm mailing the check today today.[redacted]

LG [redacted] defective from Day 1. Brown's will not take washer back unless I pay a 20% restocking fee and wouldn't admit any problem.This washer was delivered August 14. That evening, I washed clothes came out smelling sour and sopping wet. I called Brown's and was told to "read the manual" that I had read and followed. Tried another load and again, outcome unsatisfactory. Called Brown's requesting a service call & sent out All-Lines Appliances who were not familiar with this LG washer, called LG but interrupted. I was told that I needed to insert at least 3 lbs per load, that LG stated that warm water is 74 and hot water is 80 degrees Fahrenheit as this is an energy saver washer. Yet if I choose warm water, I have received hot water and as little as 2 inches up and even filled to the top of the tub. I again called Browns's requesting a refund and told that there would be a 20% restocking fee. I then called LG requesting a return having been told only LG could authorize a return and refund. I called LG on two separate occasions hoping to find another tech to allow a return. I was then told that All-Lines Appliance was not authorized to service LG, thus I needed an authorized service man for service. An appointment was made by LG for [redacted] Repair Service who came out. Upon entry to my home, I was requested to sign an agreement that I would pay for "Consumer Education" should this be the case as this was not "My Mother's Washing Machine". I did not sign and consequently there was not service received. I was also that I needed to load the washer with at least 6-8 pounds of dirty laundry, that I was using too much soap, (not true)and that sheets need to be washed in "Bulky Cycle" and pointed out that the manual said differently, and that weight of laundry did not matter. There were several other discussions that followed, none making any sense.Eventually, he left but unhappy that I did not sign the agreement and received a bill for $138 which was given to Brown's. Brown's then reassured me that All-Lines Appliance was indeed authorized to service LG and again we agreed for additional service. On October 7, 2014, All-Lines did a thorough diagnostic test and confirmed that this washer was indeed defective as it had "completely blown out of the water as so many unbelievable errors had been discovered. I was then told that new software would be ordered and a 5-7 day period was necessary to replace the software. On October 17, I learned that there was a backorder for this software and software would be received asap. On Monday, October 20, Brown's called to inform me and left a voice mail that they would receive software on Wednesday and service would be available either Thursday or Friday. To date, I have not responded as I want a refund.As an "energy rated" washer, I have pictures of water reaching the very top of the tub, proof that I was not using too much soap on at least 4 different days.In closing, I do not want this washer and want my money back. American Express, the credit card that I used to purchase this washer has put a charge of $604 in arbitration and informed me that I do not have to pay that amount of money.I thank you for your assistance in resolving this difficult problem.[redacted]Desired SettlementI want this washer to be removed, my money refunded and since this washer has used so much water and sewer rates in Shrewsbury are quite high, there should be an allowance for the overuse of water.Business Response We have left messages for this customer to call us.She has not returned our calls. Our service department is trying to schedule a time to install the part that has arrived for her LG [redacted] We have a 20% re-stocking fee on all returns as indicated on the invoice she received when she bought the machine.Consumer Response Hi [redacted],This email is being sent to advise you that I find it impossible to accept the position that Brown's TV and Appliance has decided upon. Brown's is adamant in offering either a repair of that recently purchased washing machine to which they have admitted that a repair is necessary. Otherwise, a 20% restocking fee of the purchase price will be required to resolve this defective washer from Day 1. Brown's cites that this is their policy.Therefore, I can not accept those terms. In addition, how can I be sure that this washer will not present additional problems in the future. My only recourse seems to be to accept a full refund of the purchase price.Thank you for your kind assistance. [redacted]