Terry's Appliance Center

In response to Revdex.com complaint ID# *** We sold *** *** a suite of four Frigidaire Gallery appliances in June of which included a refrigerator, range, dishwasher and microwaveAt time of sale we offered and encouraged customer to have us install the appliances but they did not want to
pay our installation charge and advised they could handle installation themselvesSo we agreed on simply delivering the appliances without installWe provided customer with specs and dimensions on all of the appliances at time of saleCustomer thought refrigerator would fit at first, then thought it wouldn't and then was not sureUltimately the salesman offered to come by their home free of charge on his own time and measure their refrigerator openingUpon arrival he indicated there was indeed not enough space to fit the refrigerator they had already purchasedCustomer said they did not want to go with a smaller unit so they would knock out the wall next to the refrigerator opening to accommodate the new unit they had originally selectedFast forward to mid July 2016; customer calls and advises they are ready for deliveryWe delivered all four appliances to customer on Saturday July 23, At time of delivery our delivery crew realizes the opening for the refrigerator had not been modified like the customer said it wouldAt this point the customer informed us they decided not to knock the wall out and therefore required a smaller refrigeratorAll four appliances were special-ordered in for this customerOur receipts explicitly state "No refunds of deposit or return of any special order item20% restocking on all returns." Although we had no obligation to return the refrigerator we returned it anyway and then special-ordered the customer another smaller model to fit their space, all at no penalty to the customerThe first customer complaint came about the dishwasher not long after deliveryThey stated that they left the dishwasher door open with the lower rack extended on to it and the dishwasher door crashed to the groundBased on the customer's description, we thought the hinges may have broken so we advised customer to call Frigidaire for serviceA servicer came out and advised there was nothing wrong with the dishwasher itself and it was installation error as the unit had not been properly mounted and that the entire unit had tipped forward resulting in the door hitting the floorPlease keep in mind customer would not allow us to install so they installed it and it was an improper installationLater down the road in August of the customer requested service again stating that the dishwasher did not have power and did not want to set up a service call themselvesAlthough contacting the manufacturer for service is the customer's responsibility we set up service for the customer anywayThe service was set up through All Metro Appliance Service out of StLouis, MOWe emailed the customer the service appointment information on August 17, Customer called again in October of stating the same issue arose again and said she needed to get a hold of the servicer that came out before and she did not save any of the information and had no idea who came outSo again we emailed her the servicer's information on October 31, Customer called again in February of this year advising she was having the same problem with the dishwasher again and said she wanted a new unitWe advised we did not have the authority to authorize a manufacturer exchange and she would have to contact FrigidaireThey are the manufacturer and they are whom is responsible for honoring the warrantyWe advised that if Frigidaire did want to exchange the unit that we would be more than happy to assist with the exchange at no expense to the customerCustomer refused to contact Frigidaire so our only recourse was to set up service for the customer once againCustomer did not want it serviced by the previous service company so this time we set up service through East Side Service out of Swansea, ILThey came out and diagnosed the dishwasher as having a faulty control board so they ordered the part for the customerThe service company then advised that the control board was on national backorder so they would just have to wait for the board to become available againWe did verify this information and decided rather than make the customer wait we came up with a solutionWe had a dishwasher in stock that used the same part number control board the customer needed for service so we removed it from our unit, gave it to the servicer to fix the customer's dishwasher then just waited for it to be available from Frigidaire again to put our unit back togetherThe servicer completed this final service call on February 17, That was the last time we heard from the customer and/or any servicerThen after we saw the customer's Revdex.com complaint we called Frigidaire to inquire as to the current status and/or any other subsequent calls we were not aware ofThere was notThe original call was installation error so it was not covered by Frigidaire and is not in their systemThe remaining three service calls were each for the same reason - no power at the control boardEach time the unit was repaired at no charge to the customerNearly a month after the last service call, the customer contacted Frigidaire on March 8, and requested Frigidaire exchange their dishwasher because of the previous issues they hadFrigidaire denied their request since the unit was working properly at that time and would only consider exchanging the unit if the problem arose againTo the best of our knowledge and to the best of Frigidaire's knowledge there is currently no issue with the dishwasher or any of the appliances for that matterSo to recap we returned and exchanged a special-order refrigerator that the customer knew in advance would not fit, we set up service for the customer multiple times since they did not want to, we provided the customer with information that they lost and then we even took parts off a stock unit to help the customer get their unit serviced faster (rendering our stock unit temporarily unsellable)The customer claims she wishes for us to pick up all of the appliances and refund herTo the best of our knowledge all the appliances are functioning perfectly fine with no issues and the only problematic appliance has been the dishwasherTo start off it was improperly installed and throughout the warranty period the customer refused to set up service and/or talk to Frigidaire about itHad the customer allowed us to install the unit the first service call would have been eliminated for sure and possibly subsequent calls as wellIf actual issues arose and persisted that were a result of a manufacturer's defect and the customer had called Frigidaire they would have been able to produce a more desirable resolutionUnfortunately the dealers have no pull with the manufacturer and if we ever try to call the manufacturer and request a resolution other than a standard service call, the manufacturer advises they will only deal with the end-consumer and not the retailerWe feel that we went above and beyond for this customer from start to finish and certainly exceeded the service level they would have gotten from a big box retailer or any other dealer for that matterThank you for allowing us to respond to this complaint Sincerely, *** *** President