National Appliance Warehouse, Inc.

To Whom It May Concern,We at NAW feel very bad about this situation, and in fact have terminated our installer as of 11/28/due to other issues related to this type of situationWe will be contacting the customer today in order to set up the installation at ta time that's convenient for
themThank you for bringing this to our attention!Happy Holiday's,*** *** *** ***

The manager was very prompt in answering my request for price quote. Also broke down prices according to what I needed to install appliances. Very professional.

Review: My first problem with National Appliance began when the sales associate stated and rechecked and confirmed that a refridgerator was a size that would fit my needs since. When it was delivered, it was to tall to fit the space. It was returned. I had to go to the store to get service with regard to the misrepresentation. I was first informed that it was my problem since the refridgerator had a display that mentioned the size. I was treated with disrespect and an errogance as if I was lucky to be in their store let a lone being assisted by them. After my daughter and I waiting an hour to speak with the owner, who was just having a non customer related conversation, I finally was assisted with purchasing a product I didn't really want. I wanted to return the product and purchase somewhere else. I was unhappy with the treatment I had received and the length of time waiting for the owner to handle the situation he was well aware of. They refused to return the product and were addimant that I was going to pay a restocking fee. So, I was stuck with purchasing another product from them. The refrigerator that I had settled for was delivered with missing parts. I contact National Appliance for assistance. I was told I would here from Mr. Appliance and they would handle the issue for me. They called me and told me to call the manufactuer. The manufacturer told me that Mr. Appliance would need to get an approval from them for any work that was done. I called Mr. Appliance and they would not come out without the payment security from the manufacturer. I eventually order the parts myself and installed what I could myself. It was getting very complicated and the service I was told I was going to receive never happened. In fact, I didn't even hear from them again as they had promised. I now have a refridgerator with a ice maker that has stopped working as of 10/12. The purchase date was 7/27/13. When I emailed with my issue and unhappiness with the lack of service with regard to my first issue, I finally received a reply almost a week later. I chose not to speak with them directly as they behave arrigantly and give promises they do not keep. I thought it would be a good idea to have written documentation of the issues. I first received a message on my cell phone stating they were going to come out and pick up the refridgerator at my convenience next week and that they did not want me as a customer. I did not reply because I am not sure how I am going to handle this. I wanted a refund from the start and to have the ability to go somewhere else but was told I would pay a restocking fee for a product that was misrepresented by a salesperson. So I purchase another product that I didn't necessarily want but didn't have choice. Now after having it delivered with missing parts, a dent in the side and me having to call and get replacement parts, I am being told they are going to pick it up Thursday or Friday of this week. I have received a cell phone message in this regard. I was also emailed after the cell phone message and I have received another email as I type this to email or call to resolve the issue. Well, the issue is not to give service to a customer that has purchased a product and then deside you don't want them for a customer so you tell the customer you will pick up the product and refund them. Meanwhile, I would have to have a replacement refridgerator that I would have to order before I even got a reimbursement and it would have to be delivered on our before the time they tell me they are going to pick it up. I really don't understand the problem with supplying the service they applaud themselves with. I never heard back with regard to my first issue and when an upset customer contacts them for another issue they respond with "we don't want you for a customer". Well, I didn't want to be their customer after the first problem but I couldn't get out of it then. Now they want to return and refund and this is supposed to be an my convenience? There hasn't be anything convenient about this purchase.Desired Settlement: Ultimately after this whole debacle, I would like to insure that I will either get the service that is needed for the product I purchased or the Revdex.com to oversee the return and refund of the product and extended warranty. They seem to have no problem contacting me now that they don't want me for a customer but could not do this before. I was told I was threating. The only person that has be threatened, was me the customer. I can not handle these people without some kind on mediation.

Business

Response:

Your attachment will not open up, however this issue has been resolved. At first the customer was combative, so we offered to just return the unit.

When she indicated that she wanted service, we ensured that the service tech. went out and serviced the unit to the customer's satisfaction.

Review: I purchased a hot point gas dryer almost a year ago from this company.I called the company to schedule the gas line hook up. The service represenative gave me the contractor's number to call and I was told they would re-schedule a time to connect the dryer. I called the contractor and was was scheduled. However, no one came to the house. I called several times after the fact and left voice messages and no one returned the call.After many attempts,I was unable to continue the constant follow up due to my parent's illness and health issues which we had to address.2 weeks ago, I went to the store November 15th, 2014 and spoke with the manager [redacted]. They appologized and told me just pay the $49.00 and they will have a contractor ([redacted]) hook up the dryer next week.The contractor ([redacted]) called and stated he could do it the following Tuesday from 11-1. However, I informed him no one is at home during that time. He stated he was very busy and would come November 19th, 2014 between the hours of 4-6 to accomodate our schedule. We agreed and again no one came to the house or was I provided a courtesy callto advise me of any changes.I called the store the following day and spoke to [redacted]. He appologized and stated he would have [redacted] to come the following evening after 5 p.m. Again, no one showed. [redacted] called and left a message stating [redacted] had a big job and he had to assist him. Therefore, they would come out November 23, 2014. Again, no one showed up or called to advise me of any changes. I called the store to follow up with [redacted]. I asked to speak with [redacted] and Al (Salesman) informed me he was on the phone. However, the appointment was in the books for November 23, 2014. As of today, I have not received a refund or my gas line hooked up. I have not received any calls. I will also be speaking with the Attorney General's office at my employment today in to have this matter resolved. As at this time, I have two relatives in ICU and cannot play thier games any longer.Desired Settlement: I have paid for the service and would like it completed

Business

Response:

To Whom It May Concern,We at NAW feel very bad about this situation, and in fact have terminated our installer as of 11/28/2014 due to other issues related to this type of situation. We will be contacting the customer today in order to set up the installation at ta time that's convenient for them. Thank you for bringing this to our attention!Happy Holiday's,[redacted]