Reconditioned Appliances North

The customer came into the store on 1-27-to purchase a washer and dryer Our manager showed her multiple set but ultimately decided on a dryer on our back sales floor because the top was in better condition Immediately following the purchase of the washer and dryer our manager tagged both appliances with the invoice number that the customer had decided on which is our policy The appliances that were delivered are the exact appliances the customer picked out at the time of purchase Whether or not the scratches on the front were seen at the time of purchase we are not sure that is why we offered to replace the front panel for the customer at no charge We will be more than happy to replace the front panel on the dryer but will not replace the dryer that was picked out by the customer Thank You Management

Initial Business Response / [redacted] (1000, 9, 2015/06/18) */ We apologize for the late response but we did not receive the first notice of this complaintAt this time we are having an issue of locating the original purchase orderIf the customer would kindly provide the original purchase date and invoice number so we may look up the appliance and all history of warranty work performedUntil we receive that information we will not be able to respond to the complaint filed accurately Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/06/19) */ The original purchase date was February 3, and the invoice number again is XXXXXX

Initial Business Response / [redacted] (1000, 5, 2015/07/22) */ Contact Name and Title: [redacted] President Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com The customer came in and purchased a refrigerator on 6-18-At the time of purchase the customer was informed of the day repair or replace warranty and that all sales were finalAt the time of purchase the customer asked the approximate age of the appliance and was told to the best of our knowledge that the appliance was about years of age but that we could not be positive of the ageWe delivered the appliance on 7-1-to the customers residence as requested by Mr [redacted] Two days later the customer called stating the ice and water was not operating at which time we set up a service appointment for the following Saturday which was 7-11-between the hours of am and 12pm and we explained to the customer that we had to receive an answer before a technician could come to the homeThe technician tried to reach the customer with no answer so the technician proceeded on to his next callsAn hour and a half later the customer returned our call stating that someone was at the residenceBy that time the technician was already on his other calls and we explained that if our technician finished in time we could still get him out there that day.In the event that he did not get done early enough we asked what day he would like to reschedule the appointmentThe customer then became irate stating that we should have assumed someone was home and came out with out an answerWe eventually came to an understanding and rescheduled the service call for the following Saturday 7-18-between the same hours since the customer could not be available until late in the evening during the weekAgain on the scheduled day after several attempts of trying to contact the customer we received no answer or return phone callThe customer has not given our technician the chance to even correct any issues that he may be having with the appliance purchasedOur company still stands behind the repair or replace policy and no refunds will be issued

Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ When the customer purchased the refrigerator she was informed that we would be closed on Saturday August 22ndThe owner of the store was the one working on the 21st of August and he had a family emergency and had to close early to attend to his sonWhile we understand that this is not the consumer's issue we are still a small family owned business that was short staffed on the days in questionWe will have to wait to see the dispute charges paperwork from our credit processing company before we can address this issue any further

Initial Business Response /* (1000, 5, 2015/10/05) */
Contact Name and Title: *** *** President
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
The customer brought in a front load washer on the 18th of August for a diagnosisWe contacted the customer at the number
provided by her which was XXX-XXX-XXXXWe informed the customer on the 19th of August that the control board and water valve needed to be replaced and the cost would be $and some changeThe customer then informed us that she would contact us by the end of the day to let us know whether or not she would like to fix the machineA week went by and we had not heard from the customer so our manager attempted to contact her to find out if she was planning on repairing the machineThe customer did not answer so we left a messageA few more days went by and the customer had not returned our call so we attempted to contact them again with no answerWe left another message with no return phone callBy the second week of storing the customer's appliance we tried contacting her again as we were running out of room to store the appliance in our work areaAgain the customer did not answer the phone or return our phone callAt this time we informed the customer via voicemail that we no longer had the space to hold their machine and that if they were not planning to repair the appliance that it needed to be picked up immediately and failure to acknowledge the message we would just dispose of the applianceWe continued to leave a message after message asking the appliance be picked up or that we would dispose of the appliance with still no return phone call for an additional two weeksWe made one final attempt to contact the customer with no avail so we deemed the appliance abandoned and processed the appliance for the scrap yard.The customer came into the store the week of September stating that she was there to pickup her washer that she had dropped off for serviceWe explained to her at that time we had tried contacting her and left messages at least a dozen times with no return phone call and that we had disposed of the broken applianceWe no longer have her washing machine and we will not pay the customer for the machine that was left at our store for five weeksIf you have any questions regarding this matter feel free to contact us at anytimeThank You

The customer came in and purchased the appliance on 10-5-and we delivered the appliance on 10-10-17 into the customers homeThe customer called a few minutes after the delivery crew left stating the freezer door was not installed properly so we sent them straight back to the residence to
inspect the door. Upon inspection our delivery team could not find any issues with the operation or install of the door and showed the customer that all bolts were in place and that it opened and closed properly. On 10-11-the customer called in stating the freezer rack was incorrect or that they could not figure out how to reinstall the shelf correctly so our manager attempted to walk them through the process over the phone and also set her up with appointment to go out and install the rack for to am on the day of the 18th. Then on 10-13-the customer called stating that there was condensation forming in the refrigerator but that the refrigerator was freezing and cooling properly so we left the call up for the 18th as previously stated. On 10-18-we attempted to contact the customer at 9:am at which time we received no answer so we left a message. At 9:am we attempted to reach them again with no answer. At 9:the customer returned our phone calls stating she was minutes from her house and we agreed to send the tech her way and stated he would be around minutes for arrival. At the time of arrival the tech could not get an answer at the door so he contacted the customer at which time she stated again she was only minutes away. Our technician then waited minutes longer and no one had yet shown up to the home so we had to pull him from that call so we could move on in our schedule. There will be a $service fee for the attempted repair even though it is under warranty because of the missed appointment. Had the customer cancelled or rescheduled the appointment we would not have charged them for that but they had our tech come all the way to the home and no one was there. We will honor the warranty and repair or replace whatever issues there are if any but not until the $service fee is rendered

Initial Business Response /* (1000, 9, 2015/06/18) */
We apologize for the late response but we did not receive the first notice of this complaint. At this time we are having an issue of locating the original purchase order. If the customer would kindly provide the original purchase date and...

invoice number so we may look up the appliance and all history of warranty work performed. Until we receive that information we will not be able to respond to the complaint filed accurately.
Initial Consumer Rebuttal /* (3000, 14, 2015/06/19) */
The original purchase date was February 3, 2015 and the invoice number again is XXXXXX.

The customer came into the store on 1-27-17 to purchase a washer and dryer.  Our manager showed her multiple set but ultimately decided on a dryer on our back sales floor because the top was in better condition.  Immediately following the purchase of the washer and dryer our manager tagged...

both appliances with the invoice number that the customer had decided on which is our normal policy.  The appliances that were delivered are the exact appliances the customer picked out at the time of purchase.  Whether or not the scratches on the front were seen at the time of purchase we are not sure that is why we offered to replace the front panel for the customer at no charge.  We will be more than happy to replace the front panel on the dryer but will not replace the dryer that was picked out by the customer.  Thank You Management

Initial Business Response /* (1000, 5, 2015/08/28) */
When the customer purchased the refrigerator she was informed that we would be closed on Saturday August 22nd. The owner of the store was the one working on the 21st of August and he had a family emergency and had to close early to attend to...

his son. While we understand that this is not the consumer's issue we are still a small family owned business that was short staffed on the days in question. We will have to wait to see the dispute charges paperwork from our credit processing company before we can address this issue any further.

Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: [redacted] President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
The customer purchased a refrigerator on 5-8-15 with a 90 day repair or replace warranty. After several issues with the...

refrigerator and several repair attempts we replaced the refrigerator with an appliance of the same value comparable to their original purchase. If the customer is not satisfied with the replacement we can schedule to pick up the appliance and issue them a refund.

To Whom It May Concern,The customer came into our location to purchase a stainless gas range on 8-4-16. The customer at that time explained to the manager that she had 30.5 inches wide space at which time she was informed that the range would fit in her space as it only measured at 29 and 3/4 inches...

wide.  The customer then decided to purchase the range in the amount of $300 with a $40 delivery charge plus tax bring the total to $360.55  We then scheduled the appointment for delivery.  When our delivery team arrived at the home to install the stove in the location measured by the customer they realized that she had not taken into account the base board at the bottom of the wall or the fact that the granite counter tops hung over the side of the cabinetry a quarter inch.  Our delivery team at that point explained to the customer she would have to remove the base board in order for the range to fit and that they could run the gas line from the stove to the gas supply but leave it out so someone could remove the baseboard at a later time.  The customer was in agreement.  Once our delivery team had the line connected to the house supply they discovered the gas shut off valve on the home was faulty and explained to the customer that they would not be able to turn the gas on to the stove and the customer informed them she would have someone correct that issue as well.  Had we been able to turn the gas on to the range we could have corrected any leak issues at that time if there were any.  Our delivery team then left the house at which time the stove door was in one piece and in working order the same way she had purchased the range.  Several days later our manager received a call from the customer stating the door had fallen apart and at which time we set up an appointment to have it looked at.  Upon arriving at the home our employees had discover that someone had forced the range with excess force into the location causing the handle to snap in half which we have pictures of.  We then informed the customer that we could not cover the parts for the damage as the stove was not delivered in that condition but we would be willing to take care of the labor for her.  The customer was not satisfied with this resolution. In short the stove was not purchased or delivered in the condition that it is currently in and any damage to the stove itself was caused by the customer forcing the range into the space designated for it.  Also had we been able to turn the gas on to the appliance at the time of delivery we would have corrected any gas leak issues at that time which is standard procedure when installing a gas appliance.  We will not issue any refund on this appliance but we still be willing to cover the labor for the repair if the customer would cover the cost of parts. Thank You

Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: [redacted] President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
The customer came in and purchased a refrigerator on 6-18-15. At the time of purchase the customer was informed of the 90...

day repair or replace warranty and that all sales were final. At the time of purchase the customer asked the approximate age of the appliance and was told to the best of our knowledge that the appliance was about 7 years of age but that we could not be positive of the age. We delivered the appliance on 7-1-15 to the customers residence as requested by Mr. [redacted]. Two days later the customer called stating the ice and water was not operating at which time we set up a service appointment for the following Saturday which was 7-11-15 between the hours of 10 am and 12pm and we explained to the customer that we had to receive an answer before a technician could come to the home. The technician tried to reach the customer with no answer so the technician proceeded on to his next calls. An hour and a half later the customer returned our call stating that someone was at the residence. By that time the technician was already on his other calls and we explained that if our technician finished in time we could still get him out there that day.In the event that he did not get done early enough we asked what day he would like to reschedule the appointment. The customer then became irate stating that we should have assumed someone was home and came out with out an answer. We eventually came to an understanding and rescheduled the service call for the following Saturday 7-18-15 between the same hours since the customer could not be available until late in the evening during the week. Again on the scheduled day after several attempts of trying to contact the customer we received no answer or return phone call. The customer has not given our technician the chance to even correct any issues that he may be having with the appliance purchased. Our company still stands behind the repair or replace policy and no refunds will be issued.