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Resale House, The

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Resale House, The Reviews (1)

Review: My husband and I purchased a used, side by side freezer/refrigerator from Appliance Resale (2205 Nord Ave Chico Ca) on May 28, 2014. On June 14, 2014, the fridge portion of the unit stopped working. Our food began to spoil and I called the same location in which we made the purchase (###-###-####). Being that it was a Saturday, the gentleman I spoke to said that there was no one available to come take a look. After walking me through a few checks (checking thermostat as well as pulling the unit away from the way and checking the ventilation) he said the issue sounded like low Freon. He said that he would have his office lady call me Monday morning to schedule someone to come out and help with the issue. At approx. 10:30 am on Monday, the office lady called my phone and VERY RUDELY told me that because we live out of town (about 20 miles from the store)we would have to being the unit back for it to be repaired. When I asked her why I was told there would be someone sent out, she said if I have an issue with her policy then my husband, who was the purchaser, could call and speak to her boss. So my husband called and after the lady called me a liar and said I never made the call, she gave him the number to the owner of the company, [redacted]. My husband was at work and asked me to handle the situation so I called and tried to explain to [redacted] what the issue was. She told me that if I wanted them to come pick the unit up I would have to pay them. I told her that I would be contacting the Revdex.com in regards to them not upholding their word to customers. After reading the reviews on Yelp, I see that we are not the only people this has happened to. So now not only do I not have a place to keep my food,(which I have had to keep in coolers for almost 3 days now) but I have to find a way to have someone come fix it.Desired Settlement: I would like a refund of our money or a replacement with a warranty. I m apprehensive about purchasing another expensive appliance from them. I do not want to have to deal with this again.

Business

Response:

The customer bought a refrigerator and took it out of town! We have poster on our wall saying if you take it out of town you must bring back for repair! It is also on there invoice! They called in on a Saturday and my employee took the call and said to call back Monday and set up a appointment! They didn't tell him they were out of town! So Monday they call and then we found out they were out of town and told them our policy! They were up set! I told them if they couldn't bring it back for repair they could pay for the service call and we would fix it! So they agreed and we went and fixed it! Thank you [redacted] Appliance Resale ###-###-####

Consumer

Response:

I am rejecting this response because: I explicitly remember explaining to the staff member I spoke to during our first call that we live twenty miles from the store. He then told me that it would not be an issue that they would send a technician out by the middle of the week to fox it. He told me that I would have a definitive date on Monday. The customer service, or lack thereof, was appalling. Yes, they FINALLY sent someone to fix it TWICE and it STILL does not function properly. At this point we are forced to either purchase a new refrigerator or pay to have an outside company repair it right.

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Description: Appliances - Major - Dealers

Address: 810 W. 8th Ave., Chico, California, United States, 95926-3121

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