Fred's Appliance, Inc.

Review: I purchased a DCS gas range from Fred's Appliance in 3/2015. The range was delivered on 6/24/15. We used the stove top regularly, but did not use the oven more than 3 times until Aug. In Aug we attempted to use the Broiler and it would not turn on. This began an almost 4 month ordeal where Fred's sent multiple repairmen to our house to assess, repair, re-assess & repair the oven. Unfortunately they have not been able to successfully repair the oven & reportedly have ordered a replacement. Visit 1(Friday:the repair guy determined parts were needed for the broiler and that the gas needed to be adjusted. He said he would arrange for someone to adjust the gas on the following Tuesday. Tuesday arrived and nobody showed up. I called Fred's service number and they did not have the appointment on their books. They put us on the schedule for the next Friday. The next Friday arrived and nobody from Fred's showed up. When I called they said they did not have an appointment on their books and set up a schedule for the following Wednesday. Visit 2: The following Wednesday the repair guy did not fix anything, just triaged the issue and ordered more parts. Visit 3(September) the repair called & said he had parts and wanted to fix the oven. he installed the parts and the oven still did not work. Visit 4: Two weeks after visit three the repair man installed more parts & it still did not work. DCS recommended another thermostat be installed because they had a batch of faulty thermostats. I called to check the status of the new thermostat and it had come in, but the tech returned it because he had already installed one so they had to re-order it. Visit 5: the repair man from Visit two came back & installed what was to be the right part. this did not fix the issue & he had to order another part. Visit 6 on 10/23: the repair man from Visits 2&5 came back & took the whole thing apart again & found the wrong part was ordered.They said they ordered a replacement range, but can't tell me when it will arrive.it's 11/5Desired Settlement: I would like a replacement range with a comparable feature set and approved by me installed in my home no later than 11/13. I've already waited two weeks from when I was told a replacement was ordered and when I called the manager yesterday he said he would get back to me last night with more information, but he did not call.

Business

Response:

The issue has been resolved with a new range. Thanks

Review: We cancelled an order for a refrigerator before we received it. Because we paid in cash they said we had to wait almost a week before they would write us a check for our refund. On 4/18 they supposedly mailed a check. We have never received it. They claim it may have been sent to a prior address they had on file, but we had the mail forwarding at that time. We also checked with the current occupants of the prior address who said they never saw it. Now it is 5/12 and they are telling us that we need to pay the $30 for a fee to cancel the check (that for all we know was never even sent), or wait until 5/23 for a new check to be sent out! This is over a month later! This is unacceptable! I feel as though this is a discriminatory practice against people who pay with cash.Desired Settlement: Just give us our money back!

Business

Response:

I have spoken with Mr. [redacted], and this issue has been resolved. He will be picking up his refund Today May 13th.

Thank you,

Consumer

Response:

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 am still disappointed in the fact that it played out this way.

Regards,

Review: I bought my Viking refer in 08/07 not sure on dates. When it came it was on its side I said will that hurt it? There reply no. So anyways it sat almost a year till we got the home built within that second year it stopped working. I called Fred's with the reply we don't come that far to work on our appliances. Funny you drove this far to deliver it. I had no refer for five months. I finally got a lawyer and Viking themselves decided it was under warranty and came fixed it. It has stopped working again I have called Viking and they say call where you bought it. I said would you come fix it again, they said no..I call Fred's they say no. I have a five grand refer and it doesn't work. What happened to customer service. Its out of warranty I know this. I'll pay to have it fixed. They don't care. I told the secretary so I have a five thousand dollar white elephant and no one cares. Her reply I'm sorry. Please help. thank you [redacted]Desired Settlement: Just fix it..

Business

Response:

We do not service the Tonaskit area, since it's a 7 hour round trip for a tech. We are going to make an exception to do one service call, but we will not be able to do anymore calls, do to the very long drive. The customer has okayed us to try and help her out and is scheduled for a service repair.

Thank you,

Review: In January 2013 I purchased as [redacted], model [redacted], from Fred's Appliance for $3,122.00, which included a 5 yr protection plan plus. During the past 6 months the refrigerator has needed repairs on 3 separate occasions for what appeared to be 2 different manufacturing defects. The last break down occurred 3 weeks ago and I was told by the repairman from Fred's that it was the compressor and evaporator units which had gone bad causing freon to leak out of the unit. Parts were ordered to repair the issue, however, a week and a half later, the repairman was unable to fix the unit because the part the he received was damaged in transit. Again I waited another week and a half for a part to fix the unit and all the while I have been out of a working refrigerator inside my home. The unit was scheduled to be repaired today, but when the repairman showed up he said that Fred's had learned that the [redacted] unit I purchased has a known manufacturing defect in the heating and cooling unit. The repairman did not fix the unit today because he reasoned there would be no point in fixing it because it will only break again as has been the case with prior repairs involving other customers. We were told to contact the manufacturer and work with them on getting the unit fixed. Why did I purchase an extended warranty on this product from Fred's when they are not repairing the unit? Fred's has refused to replace my refrigerator because they say the unit has not had the same problems 3 times. All 3 problems have now been definitively linked to the heating and cooling unit contained in the refrigerator. At this point, I have no confidence in Fred's Appliance staff or the products they sell. They have proven themselves to be a non-reputable business that refuses to stand behind the products they sell and supposedly service. While I find their repairmen to be knowledgeable and cordial, I find their customer service to be less than honest and their warranty program to be a sham.Desired Settlement: I wish to receive a full refund for the products and services that I purchased from this company. The refrigerator I purchased is defective. I would like the company to follow through on their promise of customer service and refund my money.

Business

Response:

Freds Appliance will be more than happy to give you a full instore credit towards another purchase. This refrigerator is not under our 5 year warranty at this time, its under the manufactures warrany and is up to them to replace the unit. As Freds Appliance, we will take the refrigerator back and we will deal with [redacted]. This is not protocal for any company to do, since it's still under the manufactures warranty.

Thank you,

Contact ###-###-#### EX [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution while limited in scope will suffice.

Regards,

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

Good Morning,

I will be having our service department contact Mrs. [redacted] this morning. I would like to find out the correct reason why the washer is leaving these marks. I have ran into issues like this in the passed, and 8 out of 10 times it the dryer leaving these marks. Freds Appliance will get this service issue handled and if not, I will exchange the washer for Mrs. [redacted].

Thank you,

Sales Manager

Review: Earlier this year, my wife [redacted] and I purchased a Samsung High Efficiency Washer and Dryer form the CdA Idaho Freds Appliance and had it delivered and setup by their delivery folks. Receipt/Order#: [redacted] Date: 4/10/2014 for a total of $2348.91. The dryer had operated correctly until about a month and a half ago. we called freds service dept and they sent out a tech who told us that the issue was a burned out thermostat (thermal fuse). he ordered the part and it was in the next day, however it was nearly 2 weeks before the service person was back to replace it. the dryer operated for 2 loads and then the same symptoms occurred. my wife called freds again and was told that it would be few days to get a tech out to look at the dryer. A different tech was sent and determined that the thermostat (thermal fuse) was bad and that some other sensors were bad as well. the tech ordered the parts. now nearly another 2 weeks has gone by and the second tech installed the parts today. the dryer ran for only about 20 minutes and is not exhibiting the same symptoms and the dryer does not operate at all again. I have pulled the power and waited 10 minutes ( as I have been told to do both other times the dryer has stopped running), plugged in the power again to no avail.Desired Settlement: It appear we have lemon for a dryer and have not been able to do laundry with our new washer and dryer set for a month and a half. I believe replacing or refunding the dryer would be appropriate considering the circumstances so far as 4 service calls and several parts being replaced has resulted in the dryer not being able to function at all.

Business

Response:

We are very sorry for the issue and we will resolve the issue at hand ASAP. If the customer has any questions please contact me at ###-###-#### EX [redacted]Thank you.[redacted]

Review: bought new dryer in feb with damaged top they ordered 2 new both damaged out of the box , been try to contact them but getting no response this has been going on since 4-10- 2015 purchase order [redacted]Desired Settlement: just would like a new top and no bs

Business

Response:

On

July 2, 2015, our service technician went to a scheduled appointment for the

[redacted]’s to replace a damage panel on their dryer. The new part was

installed and the technician had [redacted] inspect the work performed.

Mr. [redacted] advised that it looked good as new, thanked the technician for the

completed repair and the technician left the home and a pleased customer.

If you puchase an appliance from Freds Appliances and it does work, you cannot return it. They will send out a repair man instead. I helped my 81yr old mom pick out 3 appliances at Freds Appliances She spent over $300 for delivery and installation. She noticed that the exhuast van was not working. The repairman came and ordered a new controller and motor. I called Freds to ask them to bring out a new microwave instead of fixing the one she just purchased. The answer was no. Is this is obviously bad buisness. A consumer paying full price expects to get a working product. Is it even legal to refuse to replace a non working product? So when you shop at Freds Appliances keep this in mind. Next time I need an appliance I will ask for a written guarantee that I can replace it if it does not work.

Review: On August 3, 2013, we a purchased Samsung AquaJet DRT Smart Care Washing Machine and Samsung Moisture Sensor Smart Care NSF from Fred's Appliance on Indiana. From the first use, I noticed it didn't clean my laundry as well as my old agitator machine. I persevered and tried different settings, but to no avail. The laundry just doesn't come clean. On August 19, I called Fred's to see if I could exchange the machine, and after a lot of hassle and stress, was told they do not do exchanges. They wanted to send a repair technician to "fix" the machine, which I did not feel needed to be done. When the tech came out, he did not find anything wrong with it. I showed the "clean" laundry to the tech who agreed the laundry was not clean at all. I feel when you spend this amount of money on a high-end appliance, it should do what it is supposed to do - in this case, clean your laundry. I have called SEVERAL people regarding this matter, both at FRED'S APPLIANCE and with SAMSUNG, and no one wants to offer any satisfaction in this matter.Desired Settlement: I would prefer a replacement machine that actually cleans laundry. If this is not possible, monetary satisfaction would be appreciated so I can go elsewhere to buy a machine that cleans laundry.

Business

Response:

I'm very sorry for your frustration. I would like another service companies opinion on the washer. We do sell hundreds of theses washer and don't have cleaning issues with them. If we do run accross a clean issue with a front loader, it's typically to much soap or a temp issue. I do want to get to the bottom of the issue and if we can't, I will get the washer exchanged. Please contact ABC Appliance Repair for a second look. There number is ###-###-#### and ask for [redacted] to be the service tech on the job.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9688696, and find that this resolution is satisfactory to me.

I would like to add that first of all, I do NOT have a front loader machine. I indicated the make and model of the problem machine in my complaint, and the machine is a top loader without an agitator. Secondly, as also indicated in my complaint, Fred's DID send out a repair technician who found nothing wrong with the machine. I find it interesting that they don't trust their own repair tech and want a second opinion from another company. I am willing to have the second company come take a look at it, but like I said, it seems odd. The bottom line is that I am NOT happy with the washer.

Also, I am not going to have access to email for the next 10 days, so would appreciate it if I could be contacted via telephone at either ###-###-#### or ###-###-####.

Regards,