Julius Sewing and Appliance

I am rejecting this response because: Julius delivered and picked up the refrigerator as it was on the purchase agreement because the refrigerator is wider than my door I don't have the knowledge to bring the fridge inside the house, they delivered and picked up the fridge and were supposed to deliver the fridge as in the contract.I have phone receipts that shows the times I called to check for the fridge and that always tell me it would be ready next a day and they never deliver the fridge they always asked more more time to fix it.On July 17 I called and they hanged up on me while I was at their store parking lot and noticed a sign that they have moved, I took a picture and it shows the date and the phone invoice shows the calls I made, I went to the new location and when I asked about the fridge again they were very rude and they told me they would deliver the fridge in one week but they never did.I stopped several times after and they always told me to check next week, and sometimes they would tell me to wait and then no one would help me and would turn rude and manager Dan would leave the store or wake away.The last times I stopped at the store spoke to Fabian and told me the fridge would be delivered next day but then nothing ever happen, went to the store and then he would say next week.I also have proof that other people had and are having problems them.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Hi Revdex.com staff ,Julius Sewing and Appliance, is always committed with costumer satisfaction.We want to let you know that we reach a satisfactory  agreement with Mr [redacted], and we are currently working on take this agreement in place, so we will keep you up.and I m sure Mr [redacted] will do as...

well on any changes or discrepancies that might occur during this process.:Thank you Best regards[redacted]

Review: I purchased a [redacted] Elite microwave oven combo on 5-22-16. The item was delivered on 5-25-16. The item has a previously opened or an open box item but still new. upon delivery, I noticed that something did not look correct, but thought once it is installed that it would look fine. After instillation, the installer noticed that the trim piece between the microwave and the oven was not the correct one. It did not fit this unit. After a closer look, it did not look like it belonged to this unit. I contacted the owner of Julius Sewing & Appliance [redacted] and told him about the issue. He was not a all helpful on the phone. He did not want to acknowledge that such a thing could happen. I agreed on the phone to take pictures and send it to [redacted] for his review. I emailed him the pictures on 5-31-16 and did not hear back from him. I called and talked with his assistant and she said that she would need to talk to [redacted] about what to do and she said that she would call me back. I did not receive any calls so I emailed them again on 6/5/16 asking for a resolution. I did not get any response. On 6-6-16 I emailed [redacted] again with the schematics of the oven pointing out the wrong piece to make sure he understood what piece I was talking about. To this day 6-13-16 I have not heard back from [redacted] and every time I call the store, he is not available and the girl there is not able to help.Desired Settlement: I wish to resolve this as soon as possible. I simply want the correct trim piece that goes with the unit I purchased. If he cannot deliver on this, I would like a full refund of the purchase price of the unit and a refund for the modification needed to be made to my cabinet to install this unit.

Business

Response:

Tell us why hereRevdex.comatt; [redacted] Hello mr [redacted], Julius sewing and appliance we are happy to let you know that on the effort to provide the best costumer service, the service call scheduled by june 14 as agree, to replace the right trimming grid was satisfactory made (see attachment) on time and manner, check for $150 was issued and delivered to mr anayate ,(see attachment)to split the installation fee. this was a courtesy refund because we value costumers time and feedbacks, we assure your observations and unsatisfaction will be use to improve our costumer service on a great manner...WITH THIS. WE FULFILL AND HONOR OUR COMPROMISE WITH MR [redacted]...TO PROVIDE BEST COSTUMER SERVICECOSTUMER SIGNED SERVICE SLIPT SATISFACTORY ( see attachment)BEST REGARDS [redacted]JULIUS SEWING AND APPLAINCE[redacted]

Consumer

Response:

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

Review: I Put a deposit on some appliances and told the sales person I was in the process of purchasing a new home and these were to be used for that home. I also stated that in the event the sale didn't close what is there policy, the sales person only stated they would take care of me. two weeks after I told them the sale didn't take place. since that time I have got a run around. after 2 months of trying to resolve they have told me now they are not refunding anything. this was not what I was told or what it says on there receipt .Desired Settlement: Refund of deposit,

Consumer

Response:

I spoke with [redacted] it appears his employees misinformed me, they will give me a refund or store credit, they want to make every effort to make sure of customer satisfaction.Please close my case with a positive outcome ,[redacted]

Review: When we purchased our home last year, it came with appliances recently purchased from this store. Each one of them has issues!

Dishwasher: When I called about the dishwasher, someone came and worked on it and said it was fixed. It wasn't, to the point where it only ran a quarter of a cycle before it would stop working. Further calls for service weren't returned so we gave up. We had it replaced today and the installer said that the old dishwasher was not installed properly nor serviced correctly.

Refrigerator: The icemaker immediately stopped working shortly after buying the home. When the service man came out and repaired it we later learned that he put a completely different door on the freezer side of the refrigerator. We now have one side that is stainless steel and the other is not. Oh and the ice maker works intermittently.

Microwave: From day one we can't run the exhaust fan and run the microwave at the same time as it will stop working. It requires us to reset the circuit breaker in order to get it working again. They have yet to be able to fix it.

To date, none of the items that were supposed to be taken care of during the "warranty" period have been fixed. Now the products are out of that time period and are still not working as they should be!Desired Settlement: Fix issues with microwave or replace with a different unit. Replace refrigerator door and ice maker with a working unit and a door from the same manufacturer

Business

Response:

Hi Revdex.com staff ,

Review: Delivered a fridge but never work, they took it back and promised to fix it in 3 days, then they said 21 days because the part was on back order but it's been more than four months and when I stop by the store to ask about it they refuse to show me the fridge they only say that it will be delivered next day.Desired Settlement: Return my money.

Business

Response:

Message: Julius Sewing and Appliance is always committed with customer satisfaction. On May 5th 2015 customer [redacted] purchased a Kenmore Elite refrigerator it was delivered on May 14 2015. Mr. [redacted] called to report a problem on his refrigerator it was not making ice or dispensing ice, in our policy clearly states if there is a problem with the product purchased we will repair it in-store warranty at no cost. Mr. [redacted] dropped off the refrigerator at the shop for repair on May 25th 2015, once the unit needed a part to be replaced, As a courtesy we lend a provisional refrigerator on May 26 2015 to customer for the time his refrigerator was being repaired. When the appliance was ready for pick up we called customer to pick up and return the refrigerator we had lent him, but did not get a response. We attempted to reach him multiple times to inform him his refrigerator was ready for pick and to drop off the provisional refrigerator we lent him. We will be more than glad to help the customer with an exchange or pick up the unit he had purchased ... And as always julius sewing and appliance appreciate Revdex.com mediation on this matters

Review: During the End of the year 2014, I purchased two refrigerators from this company. One for myself and then a few days later one for my mother in law. When I purchased mine, I saw a ad online for new "scratch and dented" appliances with 3 month unlimited warranty and lifetime labor. Upon purchasing mine the salesman told me it was brand new. During the free delivery and installation the installer broke a waterline, subsequently the manager repaired. After ten months this fridge internal waterlines burst. When I contacted business, they made evident at the last minute of sale, they amended the paperwork by handwriting different warranty terms. I was forced to fix on my own.Approximately 2 weeks later the other refrigerator stopped freezing. When I called business about having refrigerator repaired under warranty, the sales women avoided returning my call for several days. Ultimately, I forced her to address the situation. She stated this appliance only has a three month warranty, however I have the original ad stating lifetime warranty and this ad is still on their facebook and craigslist advertisements.Now being forced to call a different appliance repair company, they asked me for model and serial number of broken refrigerator. This lead me to find the serial number has been scratched off of the refrigerator.After further investigating, the two appliances that were sold as new appear to be scraps of different appliances combined to make one.Desired Settlement: I request I be compensated for the two repairs I had to make out of pocket.I would like a investigation into whether I bought a stolen appliance or if it is legitimate to sell without serial numbers.If investigation reveals appliances are stolen, illegitimate or pieces of random scraps assembled and disguised as a new unit, it seems false and maliciously misleading I paid for complete new unit.

Business

Response:

Julius Sewing and Appliance is always committed with costumer satisfaction. Unfortunately customer couldn't provide proof of receipt purchase copy, which makes the statement impossible to compare with our records when it comes about warranty and policy terms, issues or discrepancy. But we understand, case some costumers may loose their recipe so we have to go base on our copy. since we are committed with the best costumer service and the unit when out of warranty, as a courtesy we offer an exchange for unit on equal value. The warranty has expired,policy clearly states policy terms item had only 6 months warranty. As a courtesy of Julius appliance we had offer to exchange the unit for an equal value. At this time We are and be in touch with the costumer

Review: Selling appliances with vin numbers cut out and model numbers that have missing digits. Our Refrigerator broke after 20 days time so we had a private appliance company come service our fridge and he said it had parts from other makes a models in it that aren't supposed to be there. He also called the manufacturer of the refrigerator, and they said that when the vin number is cut out it means one of two things. It was either stolen or scheduled to become scrap metal. After getting the run around from the owner over and over again I told him I was going to complain. He then threatened if I do that I would get in trouble for slander and defamation of character. He then said we could bring it back for a full refund, witch is something they don't do but if it was damaged in anyway (it's broken already!) they will charge us for the damages! It's obvious what is happening at this place is a scam!!! Upon purchase of the product they said they can drop the tax off the items if we paid in cash. (not sure if that's illegal in itself or not)Desired Settlement: Full refund of the purchased item.

Consumer

Response:

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

Business

Response:

Company states: We came to an agreement with the consumer and gave her a full refund.

Review: Purchased used fridge November 2014. Found that the fridge was leaking all over the floor in the back, created mold on my wall 2 months later (Feb 2015). Spoke with [redacted] and it took over 6 months and 3 service calls to have the company come out to try and fix. Each time the problem would occur again.I requested that I get my money back (Mid Summer 2015). [redacted] said that they would exchange the fridge. And if it happened again that they would then give me my money back.[redacted] kept saying that he was waiting for a similar fridge to arrive and it never happened. He never exchanged my fridge and stopped calling back.On Oct 17th 2015 I decided to show up at the store. I spoke with [redacted] (general manager) and he said that he wanted to fix the problem. He said he would take my doors and put and a new body. He explained everything to me and it made sense. I agreed. He said it would be done in 1.5 weeks which was Oct 28th. And that he would call me that Monday Oct 26th to confirm everything was going well.I never received a call and when I called the store they kept saying he was not in the office.[redacted] finally called me back the 1st week of November. He said he was still working on the fridge and wanted to make sure it was working properly.I called to check on the fridge again the 2nd week of November. [redacted] once again said he was "working on the fridge". And could not give me a time of when it would be delivered.I showed up at the store on Monday November 16th and spoke with [redacted] face to face.He all of a sudden said that he wanted to give a nicer new fridge from Kenmore. He still would not tell me what he has been doing the last 3 weeks.I looked over the fridge and believed him that it was new. I agreed and he gave be an even exchange with a 1yr warranty.Fridge was delivered the next day Tues Nov 17th.Saturday Nov 22nd realized the ice maker door dispenser was not working.I called [redacted] on Monday Nov 23rd asking for my money back.He refused.Desired Settlement: I would like them to give me a full refund in addition to the last delivery charge of $85

Business

Response:

First and foremost, we want to apologize for our late response to your email. We have not responded because we came to an agreement with our customer [redacted] and we thought she had gave you an update on what we had agreed on. Our company is waiting to receive the part we had ordered for her refrigerator, as soon as we receive the part we will call and schedule to install it. Once again we apologize

Review: [redacted] told me that with their warranty I'd have the 3mos parts & lifetime labor AND they would come to my home for the repairs as well. Also she said that they thoroughly inspect, test, & clean all appliances so they should be in complete working order prior to sale/deliver. On 1/15/14 I came to purchase 3 appliances (fridge, washer, and dryer) from the company. Prior to signing the contract I noticed something on a paper on their office wall that mentioned a charge for service calls I asked [redacted] about it and she confirmed once more that there would be no charge for coming to my house since my home was within an approved radius to their shop so I completed the purchase that day.Once I inspected the appliances in my home, I notified [redacted] of a shelf missing from the fridge and the dryer light not working. She assured me they would cover those, but this still has not happened almost 8mos later.When I had a recent issue with the function of the fridge & requested service on 7/22/14 I was told by someone (not [redacted]) that there would be a $35 charge. Later I talked to [redacted] again & asked about it & she confirmed that there should have been no charge. Then during the process of dealing with the fridge issues (not fixed by tech & had a lot of trouble getting it addressed) I talked with the owner [redacted] on 7/29/14 who told me that the free labor was only when brought into the store. On 8/5/14 I tried to address with [redacted] again, she said something to the effect that in-home service would be free for me due to proximity to the store if we have someone in your area (which doesnt really make sense since their shop is already in my area). In between these conversations, I spoke with someone else on the phone (female, not [redacted]) who told me that she thinks their policy changed in the last couple months, which would explain why I was being told something different from when I purchased the appliances, but when I tried to confirm this information later I could not get anyone to speak to this.Desired Settlement: At this point I am requesting that the company uphold the service agreement that was promised to me at the time of purchase, which is 3mos parts&labor, & then lifetime labor/service *in my home at no charge* as long as I remain within the same neighborhood/proximity to their shop. I would also like the dryer light & fridge door shelf to be replaced asap, as it has been over 6mos since I initially made these requests & they were brought up well within the 3mos parts/labor timeframe.

Business

Response:

[redacted] purchased a refrigerator on January 15th 2014. We offer a 90 day warranty on parts and labor. When she reported the problem the warranty was expired. We went beyond our limitations to help her. The refrigerator was failing due to the freezer door being left open. Understand that as a business to get a technician out to a customer’s home generated a cost. In this case it was an unnecessary expense since the problem was caused due to negligence to close the door properly. It was extremely difficult to work on the appliance in her home so my technician advised that the refrigerator be picked and taken into the shop for repair. When the refrigerator was taken out of the house for further observation. We were unable even open the garage due to her concern her children would be woken up. In addition, we have tried many times to work with Soni, but she was limited on time and wanted scheduling done at her disposition. We are willing to work with her but she has to realize we have a warranty and she is wanting us to cover first of all damage that was done by them and to be covered after the warranty. Her petition unreasonable and out of the question.

Consumer

Response:

Julius complaint #1 - Revdex.com (fridge)

1/15/14 purchased fridge. Notified co of cooling issue on 7/22/14, tech came 7/24 w cause that didn’t make sense, did not look in back, removed some ice from freezer which seemed to initially allow cooling again. Started to get warm again & faster, notified co again, said no appts,wd talk to owner to see what cd do, next day worse, lost a lot of food, told they didn't have tech & other appts were priorities.

Mon 7/28 owner calls, agreed give loaner, take my fridge for eval by more experienced tech, replace if couldn't fix. Also to make written agreemt of this, including new wnty once I got my fridge back, replacemt, & keep loaner until I had working fridge again, wd talk to office immediately re: contract so we could sign prior to return.

Next day only one mover came, removed fridge doors to move properly.

No written agreemt for days, more calls, planned 8/4 to sign contract, assured would be finalized by then & could look at fridge before plan to return to me, however on 8/4 no agreemt & fridge was unplugged so could not see it was working properly.

I’d also requested to talk to tech to help find a cause that made sense this time, was told I cd but never got to.

8/5 wrote my own agreemt to expedite process & get fridge back, reviewed & given reassurances that all fine based on prior discussions.

Was told tech said prob was freezer dr left open, did not make sense if that was fixed in my home BEFORE the cooling went out completely, asked again to talk to tech, never arranged.

More phone calls, delayed deliv appt daily. On 8/8 rec’d owner’s version of “agreemt", not what was discussed repeatedly over prior 10 days, tho included 90 day P&L. More deliv delays, at that pt I just wanted fridge.

Finally 8/13 my fridge moved in from backyard again, this time doors not removed (2 movers), seemed to be working before nanny had to leave w kids.

Got home that evening to find ice disp flap wd not close, condensation blding up & water disp had pts broken off! Also scuff mks on all protruding edges INSIDE freezer door & other odd mks & stains in/on fridge & my walls. Notified co as now needed further repair to be usable.

Was assured working on “solution” daily, finding pts & deciding how to repair. 8/21 late PM got msg which denied any damage happened in their possession & I wd have to pay for repairing myself.

I want repair done asap at no cost or to cover cost of more competent company to bring my fridge back to fully functioning condition.

Julius complaint #1 (fridge)

On 1/15/14 I purchased 3 appliances from the company, one of which a Whirlpool side-by-side refrigerator, under the understanding that 1. It was a floor model which had never been used by a private owner, 2. It had been thoroughly checked for any defects, cleaned, and checked for any routine maintenance issues, and 3. I would have a 3mos parts&labor warranty and lifetime labor warranty, and since I lived nearby I would not need to bring appliance to the store for repair. The issue regarding their upholding of the agreement of the initial purchase will actually be a separate complaint, since the more urgent concern is their service, skill, and professionalism regarding servicing these appliances in the first place.

Starting in June of the same year we started noticing food seeming to go bad faster than usual and needing to turn up the setting to make the fridge cool better. This seemed to continue to get worse in July, and despite being in a climate-controlled home, the food in the fridge was noticeably warmer than usual and going bad faster. I am a single mom and sole parent to 4yo boy/girl twins and having a full fridge of safe foods while I'm working is essential for our household to function, so I started tracking with a fridge thermometer. Once it became clear the fridge was definitely not cooling, regardless of location and timing of opening fridge door, I notified the company in writing on 7/22/14 AM. At that point the freezer still seemed fine regardless of use, was making ice at the same rate, etc, which I thought was significant since in the past when I've had side-by-side fridges fail the difference was noticeable in both compartments.

My request was acknowledged, but they kept me playing phone tag for 2 days, kept saying they would see if someone could come and get back to me, and then when I called back say there was no one available. In the meantime we had to throw away a bunch of food and live out of a cooler while it was 100+deg outside and I was juggling my kids feeding schedule (since did not have much food at home to give them) and my work schedule while needing someone at home to be available whenever they managed to come. Finally Thurs 7/24 they planned to have someone to come, but I had to keep calling back to find out if and when and who. The plan was also to finally have the light in the dryer fixed since it was >6mos since purchase and was not working since we got it. I called again to confirm and Brenda said she planned to leave with someone in 30min, told me they would call before leaving, and would be bringing the light for the dryer with plans to fix it first (it was difficult to time things since my twins were going to be going for nap right at the time they finally said they were coming) and then the fridge. They did not call, someone else came without her, and he had no idea of all the discussions we'd had about the fridge, nor anything about the dryer of course (another separate complaint).

I should mention one other odd thing that had been going on with the fridge at the same time was the filter sensor light, which is usually supposed to be green, then yellow, then red, then when you change filter and reset go back to green. Mine went to yellow and red, then back to green without anyone resetting it, then off. I called Whirlpool and all they could suggest was changing filter and resetting, and if still issue meant an electric/electronic issue to be evaluated by tech. I ordered and replaced filter and tried to reset but light never turned green. I notified company of this issue too when I brought up the more immediate cooling issue.

First he found a small piece of paper towel that was up against one of the vents into the fridge (from freezer) and said this was the problem. I was doubtful (since we move things around and clear out the fridge all the time and cooling had been decreasing for ~2mos by then) but he was insistent. Then when he looked in freezer he saw some ice in the bottom in the back and said it was because the freezer door had been left open so ice build-up caused blocking of cooling to the compartments. First I was pretty certain the freezer had never been left open since I got the fridge (I would know since things in the freezer door and ice would melt quickly and I'm the only adult responsible for these things in the house), and also it didn't explain why freezer temp (and ice making) remained intact while fridge temp was decreasing...but again, he was insistent. Then first he said would need to "just move everything into another fridge"(?) and unplug fridge for 3hrs to let it all melt and then clean out. I said this would be difficult since I didn't have another fridge and would need to find a time where we could do this (i.e. kids occupied and kitchen available). We tried to work something out when finally he said to just give him hot water and he would try to do it more quickly now since was not a lot of ice. I boiled water, removed everything from freezer, and after just a little bit of hot water and about 5min total all the ice was cleared out and it appeared cool air was coming into the fridge again. I put everything back and put thermometers in, fridge became cooler than it had been in weeks. He also looked at the wiring where filter light and other settings are set up and said they were fine, did not offer any other reason why light was malfunctioning. Also never looked in back of fridge (as every fridge tech I have ever seen usually does) to check parts back there for malfunction or need for maintenance.

But, within 24hrs started to get warm again, and this time much faster. I notified the company again and they said they would talk to the owner. Called again the next day, as by then the fridge temp was in the 70s and we had lost a lot of food, plus my daughter had fallen quite sick and with 106 temp and temps were 100+ outside still. Then we noticed freezer was also getting worse. Kept calling and being told messages were being left with owner to try to address this. I begged to please send another tech to help, or something so we could have cold food/ice in our home during this time (we were rationing ice brought in by my dad to try to keep my daughter hydrated and temp down overnight). I was kept being told that they didn't have a tech available and their other customers were considered priorities since they already had appts -- even though we had called in several days prior and our fridge was still not repaired. But those who man the office (Sindy and Brenda) do not apparently have schedules to look at to even see who can be available when, and do not have any way to reach their boss to assist for days on end -- they are only able to tell me that they've left messages and we just have to wait to see what they say. And every time they tell me they will call back by the end of the day, they do not. I learned later that this situation is not unusual for them -- dozens of phone calls back and forth without anything accomplished (including my father physically driving to the shop to ask them to return my call after a couple days), and then promise of a certain resolution, and while you are put on hold for days/weeks for that it ends up morphing into something else.

Anyway in this case Mon 7/28 6:45pm I finally get a call from Fabian who is somehow both defensive and aggressive on the phone while continually saying "I'm trying to help you, do you want my help or not?". I managed through his phone call and agreed that he would provide a loaner fridge while taking my fridge into the shop to be looked at more closely and for a longer time by a more experienced/specialized tech, someone in particular he had in mind, and then to watch the fridge for some time to see how it behaves, and then if they still couldn't fix would replace with similar model. I asked if I could find out what similar models he already had on the floor so that we wouldn't have to change fridges 3 times if the latter occurred, he said he would get back to me in 2-3hrs when he was back in warehouse. Never got a call. More messages left with the company.

The next morning (7/29) Fabian called me, he said I would just get a regular apt fridge as he did not anticipate I would need a replacement once his tech looked at mine. I asked that we have a written agreement of how this would work, since he had offered to re-start my initial warranty once I got my fridge back (in case broke down again) and also re: replacement, as well as keeping loaner fridge until was clear that I had a working fridge again. He agreed, stated he would talk to Sindy immediately re: contract and she would send over so we could sign while my fridge is being looked at.

The plan was for a mover to arrive 12-2 the next day (7/30). I was at work and my kids were home with the nanny. Last minute they tell her that they will just leave the loaner fridge in the garage because could not get experienced mover for fridge and would have to take back my fridge (larger) later to ensure it's moved properly. No one called me about this, I only found out because I was calling the office all day from work and Sindy informed me of this last minute. I told them that would not work for me, I did not want a loaner fridge in my garage, I wanted everything done at once so would have to reschedule if they could not do it that day. They decided to still have the mover and Brenda come over to check things out and see what they could safely do depending on the layout of the house. In the end they decided they could move my fridge out from the backyard safely if they removed the doors of the fridge (easier than through the front of the house) and from what was witnessed in my house this seemed to go well, despite it requiring a lot of moving of furniture and other things to get everything in place (including loaner fridge into kitchen).

In the meantime, I was waiting for communication about the written agreement on how my fridge repair would be handled at that point. Still no word, of course more phone calls back and forth with Sindy for days, and as usual with every call to the office Sindy just said she was waiting for him to work it out and she would send it over, she seemed to understand all the terms we'd discussed, just needed it written on letterhead with his approval. She also told me that my fridge seemed to be working fine now, no actual problem was noted, thought maybe just needed to be unplugged and plugged back in again after resetting the fluids. I said I could only be available Mon 8/4 to sign contract so would need to be finalized by then, she would talk to him Fri 8/1, or at the latest Mon 8/4 AM so would be ready to sign and then I could also look at fridge myself before the plan to return to me.

On Mon 8/4 AM luckily I called before heading over there -- not only was Sindy not there and there was no agreement to sign, but my fridge had been unplugged over the weekend so I could not see if it was working properly. I had also requested that I could talk to the tech who was going to look at it, both before and after (so he knew the history and more likely find something wrong with it that made sense given all that I had seen), at first I was told I could, then that I couldn't but she would relay the history and I could talk to him afterward.

Finally 8/5 I decided I would write my own agreement to expedite the process so she could at least get the terms on paper and then could be created faster and could get my fridge back. She received and reviewed it, again I was given reassurances that all was fine. She tried to back-pedal a little on the original lifetime labor agreement she had told me about on purchase, but I clarified what I was told.

By this point apparently a tech had supposedly looked thoroughly at the fridge and deemed the problem that freezer door was left open -- despite this issue already being cleared up in my home BEFORE the cooling went south for both fridge and freezer. Again, I asked to please talk to the tech to discuss so I understood how this could make sense given the history, was told no guarantee that he could talk to me.

I was offered to have someone deliver the fridge on Friday 8/8. I gave her several available windows for this, then she said Fabian wanted to deliver it himself so offered Saturday which we could not accommodate. Finally on 8/8 we agreed on Mon 8/11, though I had another contractor coming in then during a limited window (also work in the kitchen) but gave her the details which she said would be no problem. Later that day she sent Fabian's version of our "agreement" which had little to no resemblance to what we he and I had discussed by phone on 8/28 and 8/29, nor all that Sindy and I had been hashing out in writing and by phone since then -- he agreed to the the 90 day parts and labor again, but not to the lifetime labor without service charges, and considered the loaner fridge a "courtesy", after leaving us without a fridge for so many weeks. I questioned the change in terms in my response on 8/8. Got a message on Sat 8/9 saying that someone would get back to me about it on Mon 8/11 (date of delivery). Of course the delivery never happened Mon 8/11, I got a message 8/11 saying it would happen 8/13 or 8/14 instead. At that point I wanted my fridge back first and would argue about contract later (I should mention in the end I never even got anything on paper after all the arrangements for this the past several weeks).

On 8/13 of course I was at work so we had a limited window of time that my nanny could accommodate all the fridge/food movement while caring for my little ones. I called all morning to clarify that they would be able to come during the designated window so there would be time to do it all before she had to take my kids -- reassured many times, but of course all happened an hour or so late and my kids' care had to be neglected since my nanny was busy with all the food and furniture rearranging. But she told me that my fridge was moved in from the backyard again, this time doors did not need to be removed (apparently Fabian more experienced mover than previous and/or there were 2 men instead of just one as last time). Plugged in and seemed to be working, then nanny had to pack up kids to take them to try to nap before swim lessons for the afternoon/evening.

I got home 8/13 evening at the same time as nanny and kids and first thing I noticed was that ice dispenser flap would not close (open and condensation building up in freezer). Then I tried the water dispenser and there were parts broken off from the place where the water comes out (was spilling all over the floor). Upon further inspection, noticed scuff marks on all protruding edges of INSIDE of freezer door (could not be caused by routine use), as well as odd black sticker residue and rust-colored stains along fridge door and side. Later we also noticed similar rust-color (looked like dried blood) on the upper part of the doorway from back door into kitchen (not a place where fridge would touch since was wrapped around front).

Of course I immediately notified the company, as it was clear that something happened to my fridge since it left my possession. Sindy and I tried to troubleshoot for days, since it appeared would have had to be significant trauma to result in that kind of breakage to water dispenser (which is relatively protected in door), but the fact that there was also signs of damage to freezer flap and interior of door suggested that something did happen. The marks she explained away by saying they use a red paint to mark their fridges and maybe it was cleaned with a dirty rag (though didn't explain how it ended up inside the walls of the house).

Regardless, I was concerned what had happened to my fridge, and now the ice, water dispenser, and even entire freezer was not functional with these damages. I was also concerned how these things could not have been noticed given that they were in possession (and supposedly closely monitoring and an experienced tech did a "thorough check") for 2 entire wks. After blaming the cooling issue on my freezer door being left open, had they now been running my fridge with a broken ice flap (essentially, an "open door") for 2wks, or did this damage occur right before it got back to my home? I contacted Whirlpool, found out which parts were damaged and how they were supposed to look (it was unclear even what happened with the water dispenser since it seems would have required either a knife, scissors, or significant damage to break that tubing), sent photos and attachments to Sindy who was supposedly "working on a resolution" as she always does, brainstorming with the movers and techs, and trying to "figure out options". Now I had 2 fridges in my home and could still only use half of one and the other was sitting in my living room. And as usual, after talking to Sindy daily about what was going on and what would be done, and her telling me they're working on it and she "just needs to confirm with Fabian", apparently none of that was actually happening because it wasn't until 8/21 late PM that I got a message where Fabian essentially denied that any damage happened in their possession and that I would have to pay for repairing the fridge myself.

I would like them to uphold their first agreement with me (upon purchase 1/15/14), their second verbal agreement with me (by phone July/Aug 2014), and essentially leave me with a fully functional and complete refrigerator, repaired at their own cost and in an expedited and professional manner. I am very concerned that a "new" fridge would have such problems that they could not see, their tech would not notice obvious defects, that they cannot communicate with customers re: issues with the appliances nor provide timely service and support, that they misrepresent almost everything they say they will do, and that a simple thing like moving a fridge and plugging it in would have caused such extensive damage without anyone noticing or taking responsibility for it.

Julius complaint #2 - Revdex.com (warranty)

Sindy told me that with their warranty not only would I have the 3mos parts & lifetime labor, but they would come to my home for the repairs as well. Also she said that they thoroughly inspect, test, & clean all appliances so they should be in complete working order prior to sale/deliver.

On 1/15/14 I came to purchase 3 appliances (fridge, washer, and dryer) from the company. Prior to signing the contract I noticed something on a paper on their office wall that mentioned a charge for service calls – I asked Sindy about it and she confirmed once more that there would be no charge for coming to my house since my home was within an approved radius to their shop – so I completed the purchase that day.

When I had a recent issue with the function of the fridge & requested service on 7/22/14 I was told by someone (not Sindy) that there would be a $35 charge. Later I talked to Sindy again & asked about it & she confirmed that there should have been no charge. Then during the process of dealing with the fridge issues (not fixed by tech & had a lot of trouble getting it addressed) I talked with the owner Fabian on 7/29/14 who told me that the free labor was only when brought into the store. On 8/5/14 I tried to address with Sindy again, she said something to the effect that in-home service would be free for me due to proximity to the store “if we have someone in your area” (which doesn’t really make sense since their shop is already “in my area”). In between these conversations, I spoke with someone else on the phone (female, not Sindy) who told me that she thinks their policy changed in the last couple months, which would explain why I was being told something different from when I purchased the appliances, but when I tried to confirm this information later I could not get anyone to confirm this was the case.

At this point I am requesting that the company uphold the service agreement that was promised to me at the time of purchase, which is 3mos parts&labor, & then lifetime labor/service *in my home at no charge* as long as I remain within the same neighborhood/proximity to their shop.

Julius complaint #2 (warranty)

Fridge complaint #2

I’m a single mom and sole parent of young twins and I needed to move suddenly last winter to a place that did not have household appliances – I was looking for reliable appliances at reduced cost. Prior to my purchase I called around to various companies who sell secondhand appliances at a discount and offer repair warranties on them. Seemed the norm was to offer 3mos parts and lifetime labor, but the other companies required you to bring the appliances in for the service (which would not be an option for me). When I spoke with Sindy at Julius’, she told me that with their warranty not only would I have the 3mos parts and lifetime labor, but they would come to my home for the repairs as well. Also she said that they thoroughly inspect, test, and clean all appliances so they should be in complete working order prior to sale/deliver. Given that these were used appliances with truly unknown prior histories, for me the lifetime service warranty (without in home charge) was significant enough to choose to make my purchase from Julius’.

In early Jan of this year I visited the store and Sindy showed me the types of appliances they had and confirmed for me the warranty information described above. I decided to come back the following week when their new inventory was in to choose some appliances. On 1/15/14 I came to purchase 3 appliances (fridge, washer, and dryer) from the company. Prior to signing the contract I noticed something on a paper on their office wall that mentioned a charge for service calls – I asked Sindy about it and she confirmed once more that there would be no charge for coming to my house since my home was within an approved radius to their shop – so I completed the purchase that day.

We had set up an appt to deliver the appliances on 1/24/14. I was not yet moved into the home so I had to pay someone to be there to accept the appliances while I was busy with work/home obligations. I was notified they had not shown up for the delivery, called the office, and appeared that even Sindy didn’t know what had happened. Later that afternoon she found out that they had had car trouble and needed to find alternate transportation back to the shop so could not make the window that day – why they would not have called to inform us or the office immediately (when they knew they had a delivery scheduled) was unclear. We managed to reschedule for a few days later but by then I had to leave town for a week so again I had to pay someone else to wait at the house to accept the delivery. This was my first concern about the integrity and professionalism of this company.

The fridge I had purchased was supposedly a “floor model” with little to no actual use, per Sindy. There were 2 others of the same model which appeared to have more wear/use. I did notice while she was showing it to me that there was a piece missing in the freezer (the front to a shallow door shelf). When I pointed it out, she simply took the missing piece from another of the same model and put it in the one I was to purchase – this was fine but made me wonder how they would then sell that appliance if it was missing an essential part to one of the shelves.

When I was back in town (Feb 2014) I examined the appliances and noticed a few things: 1. The fridge had a dent in the front door that was not noted in the shop, 2. The fridge door was missing a shelf, and 3. The dryer light didn’t work -- odd, since supposedly all was tested and serviced prior to delivery. I did notify Sindy immediately about the light and shelf issues and was told they would be addressed, but these issues will actually be the focus of a separate complaint.

My bigger concern about dealing with this company is how they have since back-pedaled on the warranty I was told about and repeatedly confirmed prior to purchase. When I had a recent issue with the function of the fridge (details of which are in a separate complaint already submitted a few days earlier) and requested service on 7/22/14, I was then told by someone on the phone (not Sindy) that there would be a $35 charge, but they would reduce for me to $25. Later I talked to Sindy again and asked about it and she confirmed that there should have been no charge. Then during the process of dealing with the fridge issues (basically it was not fixed by the initial service person and had a lot of trouble getting it addressed) I talked with the owner Fabian on 7/29/14 who told me that the free labor was only when brought into the store. On 8/5/14 I tried to address with Sindy again, she said something to the effect that in-home service would be free for me due to proximity to the store “if we have someone in your area” (which doesn’t really make sense since their shop is already “in my area”). In between these conversations, I spoke with someone else on the phone (female, not Sindy) who told me that she thinks their policy changed in the last couple months, which would explain why I was being told something different from when I purchased the appliances, but when I tried to confirm this information later I could not get anyone to confirm this was the case.

So my concerns are the integrity and professionalism of this company, especially with regard to how they both advertise and uphold their service agreements, but also their overall ability to deliver their appliances in the condition they promise – same physical condition as seen in the store and after inspection that have all necessary parts for appropriate functionality. The missing dryer light (hard to miss), the dent in the fridge (was not there when I saw in the store), and missing shelf were some glaring examples of this.

At this point I am requesting that the company uphold the service agreement that was promised to me at the time of purchase, which is 3mos parts&labor, and then lifetime labor/service *in my home at no charge* as long as I remain within the same neighborhood/proximity to their shop.

I would also like the dryer light and fridge door shelf to be replaced asap, as it has been over 6mos since I initially made these requests and they were brought up well within the 3mos parts/labor timeframe.

Julius complaint # 3 (missing parts)

Julius complaint #3 (delay in missing parts under 3mos warranty)

The warranty included on purchase of my appliances (fridge/w/d) on 1/15/14 was to include 3mos parts & lifetime labor. Also she said that they thoroughly inspect, test, & clean all appliances so they should be in complete working order prior to sale/deliver.

Once I inspected the appliances in my home, I notified Sindy of a door shelf missing from the fridge and the dryer light not working. She assured me they would cover those, but would need to wait on getting a similar model which they could take part from. Initially she’d told me she expected to get it within a week or so, but every time I checked she said they didn’t have any yet and so we had to keep waiting. We were putting of repairing the dryer light until they got the fridge shelf so could be done at same trip, did not expect it to take so long.

When we then had another issue with the fridge that required immediate repair (separate complaint), the dryer light was to be taken care of at the same time. Numerous phone calls and discussions with office staff confirmed that this would be done, including 30min before a technician was to be arriving (had spoken to Brenda who had said she would be coming with him and he had the necessary part with him already). Despite all this, the technician arrived late, alone, and without any knowledge of the dryer issue. He advised that they could mail the part and I could install it myself.

I am concerned that their protocol is to get missing parts from other functional appliances, since presumably these appliances would then be sold to others with missing parts. I saw that they did this on the day I went to look at the appliances I was to purchase (I pointed out a missing piece and they pulled it off one of 2 other fridges of the same model) -- perhaps what happened with the missing fridge door on my fridge between the time I made the purchase and the item was delivered (a delay which was also the fault of the company). [Note: dozens of office/delivery/tech team scheduling and communication issues that I experienced with this company were excluded from all 3 of my formal complaints]. I was surprised that they no longer had the 2 other fridges of the same model between the time I made the purchase and notified about the missing door shelf (just a few weeks), which suggests that they were knowingly selling these appliances to others with missing parts.

I would like the dryer light fixed and the missing fridge door shelf to be replaced asap, as it has been over 8mos since I initially made these requests & they were brought up well within the 3mos parts/labor timeframe.

Business

Response:

hello