San Diego Appliance Warehouse

To whom it may concern,We want to resolve this issue as she is a loyal customerShe originally bought the stove and made us aware of the issueI gave her several options, get a loaner stove until I get the same one and I would exchange, she said she wanted to wait for the same one because the loaner was white not stainlessI told her that I would replace once I get it, I am still waiting for one exactly or comparable to itI will return for money back as long as the stove is in the same condition and not damagedI will need to pick up from garage not the second floor, same place as deliveredWe hope this issue will be resolved and the customer will be satisfied with the solution Thank you,***

To Whom It May Concern,The author of this complaint did not physically visit our store or select the washer and dryer set therefore this person's knowledge of the transaction is extremely limited.The male customer who purchased the washer/dryer set was informed it was a NAME mismatch set Unfortunately, the person writing this complaint is ignorant to the appliance business and does not understand that Kenmore outsources its manufacturing process to many companies to include Frigidaire The set fits together and the set being mismatched is completely irrelevant Furthermore, it's a used washer/dryer ($total) set so we can mismatch washers and dryer if we choose to do so The author says, "I found it strange a retailer would mix and match." What does this have to do with the purchase? It has nothing to do the with purchase and the author is writing a weak narrative to attempt to discredit our business In fact, we have many customers who thoroughly enjoy mismatching washers and dryers Like we stated, the washer and dryer fit together stacked or unstacked and were in working condition when they departed our storeThe customer made it clear he could not afford a new set and the dimensions of his laundry room are difficult to fit any other washer/dryer then the one he CHOSE to purchasedThe author goes on to state, "Apparently, the retailer who sold us the washer is negligent and ignorant when it comes to liability and water damage." This was another cheap shot taken by the author which adds no value or merit to their claim The washer was pickand delivered (upstairs) by the customer himself which makes it highly possible the washer could have been damaged during this process The author of this complaint is ignorant to basic washing machine knowledge because they would know water is not in the drum during the spin cycleWe never "blew off" the customer The washer the customer purchased is an older model with particular dimensions It's amazing we were able to get the same washer within a week of his complaint We were in contact with the customer multiple times prior to the chargeback and did not receive notification of the chargeback until Tuesday, December 23rd The customer was called multiple times prior to the 23rd informing him we had another comparable washer for him He arrived at our shop on Saturday, December 20th and informed us he would "think about it" and let us know the following week The author of this complaint had already processed the chargeback on December 19th, We bring up the chargeback dates because it shows the deception from the customer They planned the chargeback the entire time and never returned our washer So, the customer kept our washer, processed a chargeback for $and is requesting an unaccounted-for $We ask the customer to provide proof of this $"core fee" as no such thing exists The male customer asked us to recycle his old washer as it was in non-working and unrepairable condition We recycled their washer/dryer for FREE which costs us money so if anything the customer should owe us money Finally, the author of this complaint references her conversation with her credit card representative This was a partisan conversation with no relevant information being providedWe did not "stick" the customer with a bad unit We received another washer and offered to deliver the unit and replace the "non-working" washer It's comical the author says we tried to give them an even older washer as it was not And there is no way of the author to know this as she NEVER came to the store and looked at the washer We are still curious why the author is writing this complaint as fact when she had no presence in this transaction We find this entire complaint to be highly unreliable and untruthful since it is coming from a person who had zero interaction with our businessFinally, for the author to allege we sold them a broken washer and claim we had knowledge it was broken is ridiculous and unprovable We will not meet the requests of the author as we are missing a washer and lost $

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** ***
The business sold us a washer that was not in working orderWe notified them immediately that the door was opening during the spin cycle We asked them to return the unit and get credit for a new one which they refused We called them numerous times in the weeks following for them take back there washer or get another one They only called us back and came up with an even older washer after we filed a complaint with my credit card company I am not a mechanic- I don't understand the mechanisms of the washer But I know the door flew open during the spin cycle The chargeback was a result of weeks of calling-begging for a credit or even to fix the washer I find it alarming that the only action they took was after we charged back to the credit card company We tried to give them back the washer the following week and the clerk refused to take it or fix it or do anything Appliance Warehouse knows the washer was broken and sold it intentionally We are housing the broken unit in a garage since they refuse to take it back or take responsibility for there wrong doing Also on there receipt they say the parts and the item has a warranty- Why is it that they never offered to fix it or pick it up if you have a warranty?

To whom it may concern,
We want to resolve this issue as she is a loyal customerShe originally bought the stove and made us aware of the issueI gave her several options, get a loaner stove until I get the same one and I would exchange, she said she wanted to wait for the
same one because the loaner was white not stainlessI told her that I would replace once I get it, I am still waiting for one exactly or comparable to itI will return for money back as long as the stove is in the same condition and not damagedI will need to pick up from garage not the second floor, same place as deliveredWe hope this issue will be resolved and the customer will be satisfied with the solution.
Thank you,
***

To whom it may concern,We want to resolve this issue as she is a loyal customer. She originally bought the stove and made us aware of the issue. I gave her several options, get a loaner stove  until I get the same one and I would exchange, she said she wanted to wait for the same one because...

the loaner was white not stainless. I told her that I would replace once I get it, I am still waiting for one exactly or comparable to it. I will return for money back as long as the stove is in the same condition and not damaged. I will need to pick up from garage not the second floor, same place as delivered. We hope this issue will be resolved and the customer will be satisfied with the solution.  Thank you,[redacted]

To Whom It May Concern,The author of this complaint did not physically visit our store or select the washer and dryer set therefore this person's knowledge of the transaction is extremely limited.The male customer who purchased the washer/dryer set was informed it was a NAME mismatch...

set.  Unfortunately, the person writing this complaint is ignorant to the appliance business and does not understand that Kenmore outsources its manufacturing process to many companies to include Frigidaire.  The set fits together and the set being mismatched is completely irrelevant.  Furthermore, it's a used washer/dryer ($375 total) set so we can mismatch washers and dryer if we choose to do so.  The author says, "I found it strange a retailer would mix and match."  What does this have to do with the purchase?  It has nothing to do the with purchase and the author is writing a weak narrative to attempt to discredit our business.  In fact,  we have many customers who thoroughly enjoy mismatching washers and dryers.  Like we stated, the washer and dryer fit together stacked or unstacked and were in working condition when they departed our store. The customer made it clear he could not afford a new set and the dimensions of his laundry room are difficult to fit any other washer/dryer then the one he CHOSE to purchased. The author goes on to state, "Apparently, the retailer who sold us the washer is negligent and ignorant when it comes to liability and water damage."  This was another cheap shot taken by the author which adds no value or merit to their claim.  The washer was picked-up and delivered (upstairs) by the customer himself which makes it highly possible the washer could have been damaged during this process.  The author of this complaint is ignorant to basic washing machine knowledge because they would know water is not in the drum during the spin cycle. We never "blew off" the customer.  The washer the customer purchased is an older model with particular dimensions.  It's amazing we were able to get the same washer within a week of his complaint.  We were in contact with the customer multiple times prior to the chargeback and did not receive notification of the chargeback until Tuesday, December 23rd.  The customer was called multiple times prior to the 23rd informing him we had another comparable washer for him.  He arrived at our shop on Saturday, December 20th and informed us he would "think about it" and let us know the following week.  The author of this complaint had already processed the chargeback on December 19th, 2014.   We bring up the chargeback dates because it shows the deception from the customer.  They planned the chargeback the entire time and never returned our washer.  So, the customer kept our washer, processed a chargeback for $205 and is requesting an unaccounted-for $70. We ask the customer to provide proof of this $20 "core fee" as no such thing exists.  The male customer asked us to recycle his old washer as it was in non-working and unrepairable condition.  We recycled their washer/dryer for FREE which costs us money so if anything the customer should owe us money.   Finally, the author of this complaint references her conversation with her credit card representative.  This was a partisan conversation with no relevant information being provided. We did not "stick" the customer with a bad unit.  We received another washer and offered to deliver the unit and replace the "non-working" washer.  It's comical the author says we tried to give them an even older washer as it was not.  And there is no way of the author to know this as she NEVER came to the store and looked at the washer.  We are still curious why the author is writing this complaint as fact when she had no presence in this transaction.  We find this entire complaint to be highly unreliable and untruthful since it is coming from a person who had zero interaction with our business. Finally, for the author to allege we sold them a broken washer and claim we had knowledge it was broken is ridiculous and unprovable.   We will not meet the requests of the author as we are missing a washer and lost $205.

Review: We bought a washer/dryer combo set from this business.After getting the set home we realized the set was mismatched. The dryer beingKenmore brand and the washer Frididaire. I found it strange that a retailer would mixand match but my husband said he had agreed to the set. I put a load of clothes in andthe door locked immediately and the machine started washing. Once it reached the spin cycle the door flung upon and and remaining water and clothed flew out of the washer. This happened on 12/01/14 in the evening. My husband tried another load and watched the entire cycle. It did it again. He immediately unplugged the unit.We reside in an upstairs condominium. Our fear was the door would fling open and flood the downstairs unit causing thousands of dollars in water damage. Apparently, the retailer who sold us the washer is negligent and ignorant when it comes to liability and water damage. My husband called on the 2nd and they came out to look at the washer. He said the washer wasfine and balanced it out on 2 tiles that we had in our closet from a recent remodel. He took our old washer and did not give us the $20 dollar core fee that was promised and he left. Myhusband ran a load and the door flew open again. He called the retailer immediately and the older man he had been dealing with again insisted it was fine. We asked for store credit for $205 dollars toward a brand new model theyrefused. He said he would find another one. My husband consistently called every 2 days after the 2nd and he kept blowing us off. We never used the washer after the 2nd and made continual trips to the local laundry mat.We spent 50 dollars in the 2 weeks without a washer.Finally, I called my credit card company to file a dispute. The agent at the credit card company could not understand why the retailer stuck us with the unit and did not try to make it right. They immediately credited back my credit card. After we got the credit back we received a call from the Appliance store.Desired Settlement: After the Appliance store realized that we filed a dispute they tried to get us to take another washer an even older one and they refused to take there washer back. We request this matter to be resolve by the Appliance store sending us $70. $20 for my old washer/dryer combo and $50 for the laundermat expense that we occurred due to there negligence.We believe they knew when they sold us the unit that the drum was damaged beyond repair and sold in anyways.

Business

Response:

To Whom It May Concern,The author of this complaint did not physically visit our store or select the washer and dryer set therefore this person's knowledge of the transaction is extremely limited.The male customer who purchased the washer/dryer set was informed it was a NAME mismatch set. Unfortunately, the person writing this complaint is ignorant to the appliance business and does not understand that Kenmore outsources its manufacturing process to many companies to include Frigidaire. The set fits together and the set being mismatched is completely irrelevant. Furthermore, it's a used washer/dryer ($375 total) set so we can mismatch washers and dryer if we choose to do so. The author says, "I found it strange a retailer would mix and match." What does this have to do with the purchase? It has nothing to do the with purchase and the author is writing a weak narrative to attempt to discredit our business. In fact, we have many customers who thoroughly enjoy mismatching washers and dryers. Like we stated, the washer and dryer fit together stacked or unstacked and were in working condition when they departed our store. The customer made it clear he could not afford a new set and the dimensions of his laundry room are difficult to fit any other washer/dryer then the one he CHOSE to purchased. The author goes on to state, "Apparently, the retailer who sold us the washer is negligent and ignorant when it comes to liability and water damage." This was another cheap shot taken by the author which adds no value or merit to their claim. The washer was picked-up and delivered (upstairs) by the customer himself which makes it highly possible the washer could have been damaged during this process. The author of this complaint is ignorant to basic washing machine knowledge because they would know water is not in the drum during the spin cycle. We never "blew off" the customer. The washer the customer purchased is an older model with particular dimensions. It's amazing we were able to get the same washer within a week of his complaint. We were in contact with the customer multiple times prior to the chargeback and did not receive notification of the chargeback until Tuesday, December 23rd. The customer was called multiple times prior to the 23rd informing him we had another comparable washer for him. He arrived at our shop on Saturday, December 20th and informed us he would "think about it" and let us know the following week. The author of this complaint had already processed the chargeback on December 19th, 2014. We bring up the chargeback dates because it shows the deception from the customer. They planned the chargeback the entire time and never returned our washer. So, the customer kept our washer, processed a chargeback for $205 and is requesting an unaccounted-for $70. We ask the customer to provide proof of this $20 "core fee" as no such thing exists. The male customer asked us to recycle his old washer as it was in non-working and unrepairable condition. We recycled their washer/dryer for FREE which costs us money so if anything the customer should owe us money. Finally, the author of this complaint references her conversation with her credit card representative. This was a partisan conversation with no relevant information being provided. We did not "stick" the customer with a bad unit. We received another washer and offered to deliver the unit and replace the "non-working" washer. It's comical the author says we tried to give them an even older washer as it was not. And there is no way of the author to know this as she NEVER came to the store and looked at the washer. We are still curious why the author is writing this complaint as fact when she had no presence in this transaction. We find this entire complaint to be highly unreliable and untruthful since it is coming from a person who had zero interaction with our business. Finally, for the author to allege we sold them a broken washer and claim we had knowledge it was broken is ridiculous and unprovable. We will not meet the requests of the author as we are missing a washer and lost $205.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

The business sold us a washer that was not in working order. We notified them immediately that the door was opening during the spin cycle. We asked them to return the unit and get credit for a new one which they refused. We called them numerous times in the 2 weeks following for them take back there washer or get another one. They only called us back and came up with an even older washer after we filed a complaint with my credit card company. I am not a mechanic- I don't understand the mechanisms of the washer. But I know the door flew open during the spin cycle. The chargeback was a result of 2 weeks of calling-begging for a credit or even to fix the washer. I find it alarming that the only action they took was after we charged back to the credit card company. We tried to give them back the washer the following week and the clerk refused to take it or fix it or do anything. Appliance Warehouse knows the washer was broken and sold it intentionally. We are housing the broken unit in a garage since they refuse to take it back or take responsibility for there wrong doing. Also on there receipt they say the parts and the item has a warranty- Why is it that they never offered to fix it or pick it up if you have a warranty?

Review: San Diego Appliance Warehouse refused to take the washer back that was purchased on 12/01/2014.

After we filed a dispute with our credit card company that the washer was inoperable after we purchased it. The credit card company said to try to return it back to the store in a good faith effort to return it. We brought it to the store on Market St on Saturday, December 20,2014 and the Manager refused to take the unit. They charged back our credit card on Feb 05,2015 for $205.20.

The original complaint was closed and the Revdex.com agent felt the merchant did not do enough to resolve

the consumer complaint.Desired Settlement: I would like to see San Diego Appliance Warehouse resolve this issue by accepting the old washer back from a neutral party and dropping there reoccurring dispute with my credit card company.

Should they fail to comply, I will have an Applicance Company come out and diagnose the

washer and get an estimate on repairing the door latch and the issues inside that cause the door to open and the unit to shake. I will be forced to resolve the issue in small claims court and seek damages for the unit, estimates for repairs, and all court fees.