DBA Reconditioned Appliances

Complaint: [redacted]
I am rejecting this response because:I have yet to receive my refund. I have returned the appliances back to the store named "Reconditioned Appliances" , located in Swansea Illinois. I returned the appliances, white Kenmore fridge, and white Kenmore washer on 3/14/17 at approximately 12:30 p.m. A gentleman insisted that they did not refund any money at any given time. I explained over and over that I DID NOT want any merchandise from their location and I wanted a full refund. They wanted to exchange the appliances with other appliances in their store. I went back and forth with two or three different employees for an hour or so. The owner finally came out from hiding in the back and told them to give me a refund. The salesman asked me for my debit card that was used for the initial purchase. I handed him my debit card. He also asked for the original receipts and policy that was given to me upon sale. He did not want me keeping anything that was given to me during the initial purchase. After I handed him these things he walked to the back, then came back to me with two receipts. One being a customers copy of a "Refund" and the other being a merchant copy of a refund receipt for me to sign. I signed the receipt for a refund of $250. My bank has yet to see any transactions pending for a reversal transaction in the amount of $250! I still have my copy of the "Refund" receipt and spoke with my banker today. They did not want to give me the money I spent on the delivery fee, which was $40. I have to take the necessary steps in order to get my full refund of the money I spent at Reconditioned Appliances. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: As previously stated, a cashiers check mailed to my address will resolve this. I was ordered off the business property in a threatening manner by [redacted], he nor anyone else is welcome to come to my home. No one at all has attempted to contact me until I opened this complaint once again, this is exactly how my previous experience went before.
Sincerely,
[redacted]

Revdex.com:
I got all of your letters and replies concerning my complaints. Thank You for your assisstence and concern.It seems that the company named has promptly resolved this matter. The Revdex.com Complaint ID is:[redacted]....

([redacted]). Reconditioned Appliances [redacted] ph no. [redacted]. Thank you. Truly,[redacted]

Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@gmail.com
I will contact [redacted] in the am and get the details.

I will review the sales tickets and get in touch with the customer.

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. Can I go to the store today to receive the refund of $250?
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. This issue has been resolved.
Sincerely,
[redacted]

The customer has scheduled a repair technician and we are working it out.

Initial Business Response /* (1000, 15, 2015/09/18) */
We apologize for the mix up of electric vs gas dryer. We cannot guarantee that a truck will arrive at any particular time, as we cannot control logistics. However, and especially due to no communication to the customer, we do not feel the...

customer should of had to pay any additional amount for the dryer. We have new management now and we would like to refund the additional 50.00 to the customer. Please contact [redacted] at XXX-XXX-XXXX and provide her with information to mail a check and or feel free to stop in the store and get the $50.00 refund.

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. I still believe I am owed the $40 delivery fee I paid for two late deliveries, but I just want to be rid of your company and your terrible customer service. Please have someone at my house by 9am on Saturday to pick up your washer or I will have to file another complaint.
Sincerely,
[redacted]

Initial Business Response /* (1000, 15, 2015/09/18) */
The appliances were picked up several weeks ago and a full refund was issued

We told the customer we were waiting for a part..it came in today and they have tech has scheduled the repair for today.  We apologize for delays, sometimes we cannot control shipping times or errors.  I realize this is a very nice three door french door stainless refrigerator and the...

customer wants to keep it.  We will get this taken care of and again, sorry for delays.

Yes, we are a ding and debt and refurbish store, not a retail chain and we cannot pull one off of shelf in a warehouse.  However, we do apologize for the miscommunication and we will be happy to issue a refund.

The customer point blank asked the receptionist "if she was a [redacted] it"?   I am not sure if we were calling the wrong number or at the wrong times or what upset the customer at this point.  The customer did later apologize to her and we have apologized to them for any miscommunication.   The receptionist did call every day and if there is no answer the repair would be scheduled for the following day and another call would and was made each day to assure he was home to complete the repair.    The refrigerator that is located in a garage can often have issues due to ambient temps.  The tech tested and replaced the thermostat.  This did not correct the issue.  We contacted the customer every day to come back out and further research and test the issue..at NO ADDITIONAL CHARGE.  At some point the customer did come to the store and was very upset that we had not been able to reach him and was making a scene and we did ask him to leave.  We certainly understand the frustration of miscommunication and if there was any on our side,...we apologize. The customer has received the CASH refund in full.

The customer did have an issue with the stove and or that the flames were not big enough.  The policy states that if you pick up the item at time of purchase, you are responsible for bringing the item back for repairs unless you set up a service call and pay the 45.00 service fee....

 Although this is not the case here...an example is a customer dropped their washing machine down a flight of stairs and wanted us to replace it and or repair it.  Again not the case here..just an example of why the item picked up must be returned to our location or they can pay the 45.00 for a tech to come out.  NO additional charge for an item under warranty and or no labor or parts.  The customer did return the stove and we adjusted all the burners, contacted the customer and let them come in and see it working.  The customer was still not happy with the size of the big burner flame...once the burner has an orange tip they cannot be calibrated to be any larger.  We advised the customer she did not have to take the item with her and that all newer stoves are rated for a specific BTU, we cannot make the flames any larger.  We will be happy to exchange for another item of her choice and we will notify her when a stainless and black 5 burner stove is available and she is welcome to stop in anytime as well.

The business was contacted regarding this complaint and a full refund has been offered to the customer.  We apologize that the scheduling did not work out and again, we will be happy to refund the customer.  Please stop by for a cash refund.

The customer purchased a refrigerator and washer and they requested the same day delivery as well as had a lengthy conversation about the delivery.  The gentleman with her wanted to pick them up and she insisted on getting it delivered and would pay for the delivery herself.  So the...

customer was aware of the delivery charge.  Yes per the warranty if the customer pays for a delivery charge we do waive the $45.00 service call fee if they have an issue during the warranty time frame.  The items were already loaded on the truck and in route when the customer called back about a half hour later and wanted to know the return policy.  We explained the no refund no return policy ..it it repair or replace.  We asked if there was an issue and if her items were under warranty and we would schedule a service repair.  She said she just wanted her money back.  Again we explained the policy and asked for the ticket number and asked what was the problem was.  After looking up the ticket we realized that she had just purchased about a half hour ago and the appliances were on the delivery truck..and or not RECEIVED the appliances yet.   Not sure what happened after that...except they did accept the delivery and the following day they brought the items back and we issued a full refund.

I apologize for any delays you have had.  I have been out of the office with my daughter and we both have had the flue for the past 9 to 10 days.  I will speak with the tech and find out what I can do and I will be in touch with you soon.  Again, apologize for the delays or issues....

We do not typically warranty ice makers as the water lines are not installed by us.  We do hook the ice maker refrigerator flex line to the existing "all ready in place" water line.   Not sure if there is a different or exception with this customer warranty.  I will contact the...

serviceman and get more details as well as check on the status of the filter ordered for a replacement refrigerator and a delivery date.  We apologize if we were unable to meet the delivery date and the customer was not contacted.

Complaint: [redacted]
I am rejecting this response because:I've purchased new appliances and these are broke and not needed.  Refund is the only solution here.
Sincerely,
[redacted]