DBA Reconditioned Appliances

Initial Business Response /* (1000, 5, 2016/03/01) */
We will contact the customer in the morning and schedule a replacement delivery in a reasonable time frame
Initial Consumer Rebuttal /* (2000, 7, 2016/03/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

All invoice/books are pre-stamped With "“Day Warranty” and stamped the document, “ALL PICKUPS MUST BE BROUGHT IN FOR REPAIRS.” “ALL SERVICE SALES FIN,” and “AS IS NO REFUNDS.” The only thing handwritten is the amount obviously as all transaction amounts are different as well as there are
different warranty periods which are written on the ticket..could be days months or year. The reason we have “ALL PICKUPS MUST BE BROUGHT IN FOR REPAIRS.” is that often customer that take items with them or opt to pick them up and drop them off the back of the truck on down a flight of stairs...is no fault of ours and we charge in some cases at our discretion a service fee. As far as the customer being unaware of the policy or the stamps, ....We have HUGE signs throughout the entire store and at the desk where transactions take place and at any point before running his card or after or accepting delivery, we would have reversed the transaction. As for the delivery, this was an outside delivery company and yes..you pay them directly cash or check. As for using the customers existing cord ...it is possible the one they had was a prong and he needed a three prong or vice versa..that has nothing to do with the appliance function, so I do not really understand his statement about it NOT being refurbished and or in working conditionAs for the dryer vent ..the customer is contacted by them prior to delivery and he can contact them regarding the install. I do agree, they should have hooked that up. The customer then states he immediately ran a test. This was delivered a few hours after purchase and we advised that it is freezing temps outside and to not run a cycle until the appliance is at room temp..for a few hours. Per the customer he ran a test load immediatley...The customer then called to advise that the front door was leaking? The seal was replaced to our knowledge prior to delivery..however we have about of these identical sets and it is possible the delivery team grabbed the wrong one. We scheduled a tech to be there SAME day between 3-but the customer was not available and or had class so we set it up for first thing in morning. We arrived next morning and replaced the inner seal and the doorWe replaced the door and the seal at no charge per his warranty. The customer has two properly working appliances and we have honored our warranty

Complaint: ***
I am rejecting this response because: I would like a refund. This stuff does not work and never has. Refrigerator and washer/dryer are in the garage because they're all broke.
Sincerely,
*** ***

We apologize for the inconvenience.  Customers sometimes purchase without the correct measurements.  A 36 inch refrigerator was purchased and delivered.  The customer needed a 32 inch refrigerator.    The customer agreed to leave the refrigerator there ...until 32 inch came...

in, so they would at least have a refrigerator available to use..  When things come in we do notify the customer to come and approve it before delivery.  The customer did come in and view another item but it was not to their satisfaction, which is fine, we want them to be happy.  We understand how frustrating this is, however, during the inclement weather we have had both incoming merchandise and outgoing delivery delays.  I will reach out to the customer and see what is available in our inventory and if there is nothing available that the customer finds satisfactory or they just no longer want to wait , we can schedule a pick up the merchandise and give them a full refund.

We apologize if we confused the 90 warranty with an extended 1 year warranty.  I will contact the customer to arrange to pick up the item and issue a refund.

The customer came into the store to advise us that his washer wasn't working.  We asked him when he would be available that day for a service call and he said he had a lot going on and errands to run that day and did not know when he would be home.  The customer said that he would call us...

and let us know what day would be good for him and schedule a service call.  We did not hear back from the customer until now..via Revdex.com.  We apologize for any inconvenience and we will be happy to set up a service call as his appliance is still under warranty, or the customer can bring the washer in and his receipt and we will issue a refund for the 135.00.

Mr.[redacted] has already been told that we can either repair the unit at no cost under the warranty policy or he can exchange the entire unit which is what the store policy and warranty consists of is a full repair or replace policy I would greatly appreciate it if he would let us know which one he...

wants to do thank you

We...

spoke to [redacted] on 06-09-17 and found she moved to a new address.  I explained that during the 2016 and 2017 I have been out considerably with critically ill family and this was sent to wrong address by the Revdex.com.  She was very happy to hear from me.  We apologized for not answering this and although we do not cover food loss we will give her a $200 refund.

Complaint: [redacted]
I am rejecting this response because: Obviously "[redacted]" has the facts misconstrued, his recollection is vastly differant from what happened. As I stated, I was run around when I called and left two messages on two consecutive days (Jan 30th & 31st) at the store, only got one message on my home phone during the time before I physically when to the business to address the faulty repair and only as of Monday 2/13 had a message from [redacted] at the store and a message from [redacted] the repair tech on my home phone only. I also stated and stand by my statement of [redacted]'s explosive behavior and cursing at me and indicating that [redacted] was not there for any refund. I will not set foot on his property because feeling threatened by this. They can mail me the refund in the form of a cashiers check and I will mail back to them defective/used thermostat that did not work .
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The flame was not the only problem with stove. Aside from the flame on the biggest burner being lower than normal, the oven heating element needed to be replace and the convection motor did not wok. The website, the owner, and the receptionist stated that all items are tested before resell. This is obviously not the case since nothing on this stove worked properly. I gave the owner the opportunity to exchange the item. He told me that 2 new stoves would be delivered at 10 AM the next day and they would call me to come test the stove and they would deliver it this time. It has been 11 days and they still have not called me. I have called multiple times and every time I am told the stoves havent arrived yet and they would call me back. At this point I cant rely on getting a working product or rely on them to even call me with valid information, and I've been without a working stove since 1/28/17. A full refund of $250 is still requested to correct this dispute.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

We scheduled and sent a service tech the next day after we received the request.  I apologize, I do not know what the service tech's findings were.  We have a repair or replace policy.  We do use an outside delivery service and we are not sure why the replacement was not delivered....

 Could not say with 100% certainty what exactly the issue is with fuses blowing.  Refrigerators and freezers need to be on their own individual circuit.  Possibly not sufficient electric circuits available to run the freezer.  However, since the appliance did not work from initial install, we will be glad to refund the cost of the appliance and pick up the merchandise or the customer still has the option of a replacement.

Complaint: [redacted]
I am rejecting this response because: When I purchased the refrigerator I had bought a 1 Year warranty which provided me 1 Year and 90 days (90 day warranty which came with the purchase). I continued to have problems with the refrigerator even when they said it was repaired but days afterwards I continued to have a problems with it.  I continued to speak with [redacted] who continuously told me someone would be out and they don't show half the time until I tell them I would be making contact with Revdex.com and the Attorney General.  Yes [redacted] said they will extend my warranty of the 90 days. I paid $100.00 for a one year extended warranty.  So when they say they haven't charged me extra for the times of repairing THEY NEVER REPAIRED THE REFRIGERATOR I AM GIVEN ANOTHER ONE AND DAYS LATER THE SAME PROBLEM OCCURS AGAIN.  It is not my fault this company provided me with a refrigerator that do not work days after it's replaced since I have been dealing with them for over a year.  If they do not know how to repair their products maybe they need to find someone who know how to RECONDITION APPLIANCES HAD I KNOWN I WAS GOING TO HAVE THESE PROBLEMS I WOULD HAVE SPENT MY MONEY ELSEWHERE. I am sure I am not the only one complaining. This company is terrible. [redacted] told me he would refund me my money because I was frustrated with the company, days later he changed it and said he couldn't because he conversed with his boss. What kind of business are they operating.  
Sincerely,
Giavannie Williams

The delivery was set for Saturday 12-2.  The customer is always given a 4 hour window, so not sure why this was 12-2.  The 4 hour window allows for the delivery service to have more time in the event they run into an issue.  For example, customers do not always have accurate...

dimensions or consider doorways or rooms the delivery team needs to get through during a delivery and this will cause delays.  If the delivery service is running behind, it is their responsibility to inform the customer.  More often than not, they have to remove the appliance doors and or the the doors from a doorway of exterior or interior of a home they need go through or to place an item in.  Sometimes there are stairs involved that we were not aware of or informed of prior to delivery.  Again, this can cause delays and therefore a 4 hour window is given.  As for the no refunds policy, paperwork is given to the customer at the time of sale and or at the time of delivery if it is purchased site unseen.  The customer can also inspect the product prior to it being placed in the home.  The customer is informed of the policy "all sales final" and "no refund" and the warranty information of repair or replace.  It is not very clear in the complaint as to when the customer decided not to purchase, and or before or after delivery.  Again, the item can be inspected before it is placed in the home. As for the issue of a partial refund, I do not see any reason for us to not compensate the customer in some way for missing or broken drawers.  We are not opposed to a reasonable partial refund and I apologize if you were misinformed.   I am not sure why *** is talking to the customer regarding the drawers, we have a customer service rep and she handles these type of issues and we want the customer to be satisfied.  Please contact *** at *** and she will take care of this and work out an agreeable partial refund amount.  We apologize for any inconvenience this may have caused.

Complaint: [redacted]
I am rejecting this response because: I received a call from this company after the company had been contacted by the IL Attorney General Office. The company (Recondition Appliances) called and  told me to come and get a refund. He said nothing about a return. When I arrived he then started talking about a return. I would not have wasted my time going to the company if he had. If he told me to bring the refrigerator back for a refund, why would I show up without a refrigerator knowing I no longer had it. He sold me the 1st refrigerator with a bad condenser that made a noise so loud that my tenant could not sleep. Their repair guy said that he could not get rid of the noise but would lessen the noise. The company promised me that they would pick me out a nice refrigerator but instead sent junk. As I stated in my original complaint part of the shelving was missing. After frustrating my tenant numerous times with appointments they did not honor, and promises broken I had to go ahead and get my tenant a decent refrigerator. I could not allow my tenant to continue to deal with the games this company playing. The response given by this company is laced with half truths. I choose not to continue to fight this company allowing this matter to continue to upset me. Eventually this company will get what it deserves. The Revdex.com has a warning about this company and I failed to do my homework. If I had obviously I would not have done business with them. I do want my complaint to go on record with the Revdex.com.
Sincerely,
[redacted]

Please return the items and we will issue a full refund.

A service tech was dispatched to repair the refrigerator.  It needed the thermostat replaced.  The customer did not want to have the repair done and wanted to pick out something else.  The customer came in and picked out a different refrigerator and it was delivered on July 30th....

 The customer purchased two twin mattresses and a queen mattresses and box spring.  The queen came with a box spring, the twins did not.  However, we agreed to get her two twin box springs as soon as they came in.  We apologized if there was any miscommunication and we will contact the customer as soon as the twin box springs are available to set up a delivery at not charge.

Please contact [redacted] at the store.  We will be happy to figure this out for you.  We apologize for any issues.

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.
Sincerely,
[redacted] TO the b b b  service ,  I will contact you tomorrow ,when I here from them I am supposed to get a call from the business on 1/18/2018 letting me know when they are coming out,to pick up and refund me, when that is done I'll be able to give you  information definitely, Thank you.

We offered this customer a full refund several weeks
ago..way before she filed the complaint.  She came to the store to set
up refund and schedule us to pick up the merchandise..  She advised us
that she no longer had the refrigerator.  I cannot refund for
merchandise...

she no longer can return.  Also, we did do necessary repairs
to try to alleviate some of the noise..older model compressors are not
quite like newer models.  We also did find all the shelving except one
small bar.  Often some parts are no longer made and therefore we cannot
get them through regular channels.  We advised the customer of this when
she purchased the refrigerator that we would find the final missing bar
but could not guarantee her a time frame...hence 125.00 price point.