The Appliance Depot

you were a customer referral, that means a prior customer purchased from us and was happy with our appliances and our service, therefore he told you of our company and you decided to come to our storeour reviews online do not reflect our complete view of our company as there are a lot of satisfied customers that don't have access or time to express their satisfaction onlineAlthough we aim to satisfy every single customer, its impossible that everyone will recommend us to otherswe feel that our company does a good overall job, and there are far more happy customers with our company than unhappywhen you purchased your washer you signed and agreed that for days we will service your washer if at any point it breaks down, and we have lived up to our end of the agreementwe apologize if you feel otherwiseour agreement wasn't to refund you the washer and dryer if the washer broke downour agreement was to repair it or replace itand customer is refusing to let us repair or exchange washercustomers demand to refund the full purchase of washer and dryer is not our obligation under our agreementlike we've stated before we as a company want to make all our customers happy, and we fill we've always done our best to do so under our sale agreementwe feel that sometimes we have not reach our goal only when customers demand us to do something out of our policy in which both parties agree to before any purchaseand thats the case in this matter, we are trying to set up an appointment with customer to repair or exchange washer, but she is not accepting thatand we apologize once again that we cannot break our signed agreement of the purchased appliances

11/10/ Id: [redacted] (***, [redacted] & [redacted] The Appliance Depot W Edinger Ave # B Santa Ana CA Tel: 714-540- July 10, [redacted] & [redacted] purchased a refrigerator washer & dryer; we delivered and installed all their appliances on July 14, On October 7, we received a call from [redacted] [redacted] stating that her washer was leakingShe was advised that our policy clearly says that we need a credit card on hold before we go out to service as stated on our warranty policy terms and conditions, she agreed and gladly gave us a credit cardWhen the technician arrived with [redacted] present he inspected the washer and notified [redacted] that the cold water hose was leakingShe was advice that since the water hose connection was not purchased from The Appliance Depot she will be charged $for the technician to fix the leaking water hoseShe understood The Appliance Depot policy terms and conditions for warranty as they were signed and initialed on the day of purchaseShe agreed the technician fixed the leaking water hose, and she provided her credit card to the technician on site and he charged her and she signed and was emailed a receipt [redacted] thanked the technician and was happy with our service Approximately min later [redacted] called upset and angry and rudely demand a refund of $because he did not agree we should charge to drive approxmiles and fix a leaking water hose that was not purchased from The Appliance DepotWe tried to explain to him that it was under our policy terms and conditions which he agreed to and signed for on the day he purchased the appliances from The Appliance DepotHe was angry and stated that it was our fault that we didn’t installed the connections correct, Although on the day of install on 7/14/we inspected the connections and tested the washer by putting it on a cycle and there were no leaks, and customer was present and signed after all their appliances were installed and left in good working conditionApproximately months later when hose was leaking and the customer called to notify us, The Appliance Depot offered service to go and inspect the washer because it was our duty to make sure our customer was happy with our serviceThe [redacted] ’s were charged $for our service which is very reasonableAlthough Mr [redacted] feels that it is a staggering charge, because it was fixed very quickly and it wasn’t time consumingAt no point did The Appliance Depot refuse service or mistreat the customer, even though the customer was quite rude on his demands to refund $for our service, we maintained a high level of customer service Sincerely, The Appliance Depot

Revdex.com: 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, ***, [redacted] , & [redacted] First I would like to thank Appliance Depot for responding to my complaint about the washer hose connectionSecondly, I would like to remind everyone that there are two sides to every story It is unprofessional for this business to accuse a paying customer of being rude or disrespectful over the phone Actually it was more like disbelief Was it even unreasonable? No While it is true the washer was inspected after it's installation, it sat unused for approxdays until the occupants moved into the houseOnly after a few wash cycles was it discovered to be leaking at the connection The perfect example of the type of games Appliance Deopot plays are having the customer provide their own hoses so they can say it is not their responsibility...but the connection of that hose is absolutely their responsibility, otherwise for $why didn't they replace the hose? Because we all know it only took a simple second crimp to cinch the hose on tightly! The ten mile radius is what they purport to service, we are within the ten mile surrounding area, therefore that should not be an issue From our perspective, Appliance Depot could have been more reasonable with regard to a simple fix, for example, we would have greatly appreciated an offer to split the cost 50/50; instead we are left feeling taken advantage of and very unhappy with the level of customer service we received After everything we've been through, in an honest attempt to do business with Appliance Depot it is unfortunate that the company is unwilling to work with usWhy do they state "We guarantee any purchase" "All our appliances are in excellent condition" "We back up our work with up to a one year guarantee..." "We install our appliances to ensure proper connection" When they don't? Or at least they didn't with us I hope that Appliance Depot will reconsider the outrageous $service charge and that they will stand by the terms of their own warranty; in addition to all of the above claims they makeOne must wonder what the California State Board of Equalization would think about this business

Revdex.com: 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 belowThe machine I purchased initially began to rust after the first useThis has nothing to do with where in location the washer was placed, inside or outsideAdditionally, I was never advised the machine had rust on it that was painted over to cover it up nor was I advised where the machine should be placedRegardless of this fact, within minutes of the machine being dropped off, it began to rust Second, although the company does state no refunds or returns, they are also selling products under the pretense that although refurbished, they are in good working condition Third, we have been unable to set up our dryer, which is why there has been no discussion of the machineI have no way of knowing if the machine works at this timeFourth, after looking through numerous online reviews (which I wish I had done prior to purchasing from the Appliance Depot), I have learned I am not the first nor even the 20th person to run into these same issuesReview after Review online state the same pretenses about the condition that machines are inPainting over rust, rebuilding (far beyond refurbished) machines is not what I was told in regards to my purchaseAnd unfortunately, because I paid cash, I can't even go though my credit card company to cancel the payment Lastly, a company cannot refuse refunds when they are selling goods under the guise of good working condition when the items do not in fact workUnder these circumstances, a customer can demand a refund, which they are refusing to offerIn fact, they told us we can take them to court because they refuse to comply Regards, [redacted]

customer came to our store to purchase a second hand used refurbished appliance, she walked through our showroom and picked the washer and dryer she likedBefore any purchase we print out a receipt and warranty terms and conditions and policies of our store, we hand out a copy to any and all of our potential buying customers it clearly states in our policy that all sales are final and no refunds, we verbally explain the conditions and advise to read the full terms before agreeing to purchase any appliance from our storeWe do not hide anything from our customers they sign an agreement that they read before proceeding to pay for their appliances Yes our appliances are used rebuilt(refurbished) , every appliance we sell comes with a full day warranty, and we are not able to determine how long our appliances will last, we have been in business for years and we've always strive for excellent customer service and do the best to our ability to make sure all our appliances are completely refurbished so they will last as long as possibleIf at any point any of our appliances break down and stop working the customer is entitled to give our store a call and we will gladly send a tech to their home to address the issueAs the case with this customer, she called our store stating that her washer was too rusty, and was upset, to begin the customer has the washer installed outdoors were it is exposed to inclement weather, and the washer is more exposed to rusting with the weather then it would be if it were indoorSince the washing machine was outdoor and due to the exposure of inclement weather the washer also stopped working, we decided to replace the washer and advised the customer that the washing machine shouldn't be outside unprotected from the weatherthe customer purchased a washer and dryer and never had an issue with her dryer, just the washer which we gladly replaced for her under our agreed warranty terms and conditionsapproximately a week later she called our store very rude and insulting our sales rep, saying the replaced washer would only work intermittently and that she wanted her money back, and we explained to her that we couldn't just refund her money back, that we needed to send a tech to inspect the washer and verify if it was indeed not working properlyshe didn't understand that and started insulting our sale rep and started calling her personal cell number throughout the week, even though our sales rep asked her to only call our store during regular business hours to deal with the situation, and she kept calling and text messaging our sales repin conclusion we've told customer we will gladly go back to her house to inspect the washer and determine the issue if there is any, and she has clearly denied us the chance to give her the best customer service we can, we like to try to always work with our customers to find a solution without any 3rd party involvementour customer was clearly explained and was issued a signed copy of our sales and warranty terms and conditions before her purchase, and refuses to abide by our agreement, and we would gladly repair her washer or replace it if needed because she is under warranty

The Appliance Depots number one priority is customer satisfaction. We are a store that sells both new and refurbished appliances, we always advice our customers to buy with an open mind when purchasing used/refurbished appliancesMost customers turn to the appliance depot because the big
retail stores have outrageous prices on their new appliances, as an alternative to lower prices and excellent customer service we offer reconditioned appliances with and up to year warrantyThe customer is given the option of how much warranty they want, as it pretty much comes down to their budgetAs courtesy the minimum warranty we offer is day warranty, our customers are aware that when they purchased used appliances sometimes more times than others they can break down at any given time, that's why we offer a full warranty for piece of mindUsed appliances just like new appliances can break down in one week, month, years, or never at allSo when ***'s appliances broke down within days of her delivery and install she called and complain that her washer wasn't workingWe advised her not to worry about anything she was under warranty and a tech will be out there right away to amend the issueOur tech was out there and determined that the washer needed to be replaced since the timer had gone out and to order the part it would be several weeksCustomer agreed that was the best alternative for her and her washer was replaced same dayA couple days later unfortunately her dryer stop working, she contacted our store very angry and rude over the phone and saying bad things I cannot write on hereWe apologized to her, we understand its very frustrating for her appliances to break down very suddenly and unexpectedly but there is a procedure that we have to follow when such things happen, we told her that once again we would gladly sent our tech to her home to service the dryerand for the inconvenience we would extend her warranty on her appliancesShe very rude called us names and said that we were a scam and that she wanted her money backWe don't understand why she would go to that extent, all we did was provide excellent customer service since she walked into our store all through out this very unfortunate situation for both sidesWe tried getting in contact with her to find the best solution to no avail, she wasn't able to contact us back after we left several messagesAfter careful consideration management determined to refund her the full purchase of her appliances and to go back to her house to pick up the appliancesWe arrive at her house to refund her money and pick up our appliances, eventhough when she purchased her appliances and signed on the receipt that all sales are final no refunds or exchanges and that a 45% restocking fee may apply if , it was determined for customer satisfaction to refund the full amount with no restocking fee.The Appliance Depot refunded full amount of $on 12/23/2014.
Sincerely,
The Appliance Depot

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.The machine I purchased initially began to rust after the first useThis has nothing to do with where in location the washer was placed, inside or outsideAdditionally, I was never advised the machine had rust on it that was painted over to cover it up nor was I advised where the machine should be placedRegardless of this fact, within minutes of the machine being dropped off, it began to rustSecond, although the company does state no refunds or returns, they are also selling products under the pretense that although refurbished, they are in good working condition. Third, we have been unable to set up our dryer, which is why there has been no discussion of the machineI have no way of knowing if the machine works at this time.Fourth, after looking through numerous online reviews (which I wish I had done prior to purchasing from the Appliance Depot), I have learned I am not the first nor even the 20th person to run into these same issuesReview after Review online state the same pretenses about the condition that machines are inPainting over rust, rebuilding (far beyond refurbished) machines is not what I was told in regards to my purchaseAnd unfortunately, because I paid cash, I can't even go though my credit card company to cancel the payment. Lastly, a company cannot refuse refunds when they are selling goods under the guise of good working condition when the items do not in fact workUnder these circumstances, a customer can demand a refund, which they are refusing to offerIn fact, they told us we can take them to court because they refuse to comply
Regards,
*** ***

November 20,
Id: ***
Yes, there are always two sides to every story, here’s oursTo say that the customer was kind and respectful and not demanding over the phone for a complete refund of $would be a lieEvery customer is offered to purchase a “connection kit” for an extra cost it includes all the bells and whistles for their appliance installationMrand Mrs** *** refused to pay for the kit because they had a budget to purchase a refrigerator a washer and dryerWe offer free installation and free hook up as long as the connections are available, in this occasion they decided to not purchase the kit and use their own connections that the customer had not purchased from The Appliance DepotMrand Mrs** *** have a copy of the terms and conditions of our warranty which they read and signed and it clearly states that we are not responsible for connections not purchased from The Appliance Depot,and the customer signs and agrees to those termsIf the washer was unused for day or days it is beyond our control when a connection will start leaking*** ** *** was not present the day the technician went to inspect the washer machine, *** ** *** was there and was shown the problem, you did witness a “simple crimp to cinch the hose on tightly”The rubber seal inside the hose was worn out, and replaced. Our perspective is this The Appliance Depot technician advised *** ** *** of the issue and the resolution, she did not state if The Appliance Depot was taken advantage or disagree at any point with our service charge of $80, she provided her credit card and politely thank the technician for taking care of the issueWhy does the customer call a couple minutes later angry and unhappy and rude demanding to refund $80? He never asked can we split the cost or anything he simply demanded and $refundCustomer claims we are not willing to work with them, we’ve been working and accommodating every customer’s demands, and quite frankly it’s reached a limit that we are not just going to refund money to the customer just because they feel like we should. Since the first day the La Mansey became customers of The Appliance Depot we worked with them we offered them exceptional customer service, they purchased a white side x side refrigerator, for whatever circumstances the fridge was dented on deliveryWe apologized for our delivery teams’ miscue, they refused the delivery of the fridge we worked with them on getting them another fridge we even gave them an upgrade, they paid for a white fridge and for the inconvenience we gave them a stainless steel fridge of much higher value for no charge, we re-delivered at no chargeFor the customer to claim that we are not working with them and that we have not given them good customer service is very inaccurateWe guarantee every purchase yes we do, he did not purchase washer hose from us therefore we don’t guarantee something not purchased from usYes all of our appliances are in excellent condition, he never claim to have an issue with any of the appliances he purchased from usYes we back up all of our appliances with an up to one year warranty, something that the customer once again refuse to upgrade toWe have different customers there customers that come to our store and have different budgets and we work with all of them, we have appliances to meet all customers needs, some want to buy appliances with year warranty, others want to buy appliances with month warranty, others want to buy with no warranty “as is” He came in with a budget we offered the customer a package deal on all appliances for and affordable price and month warranty free delivery and free installationAt every point we’ve exceeded our customer service with this customerWe are just not going to oblige to this particular customer demand, because we have done so more than what they claimTo finalize $service charge is not outrageous as the customer claims, our service is our service whether it would have taken us hours or minutes to take care of the issue, the service charge would have been $It’s just something that La Mansey does not understand, and we would hope they do. In our appliance world and “service world”, the way we work is there is always a “service charge” or “trip charge” to go into a customers home to inspect troubleshoot their appliance plus parts and labor. The customer is advised of that service charge when they call and schedule the appointmentLa Mansey was aware of an $trip charge by phone when he called to set up appointment, and that is written on his warranty paperworkKnowing that he still scheduled appointment, we don’t understand why is it that after agreeing that there would be an $trip charge, and then paying the $trip charge, the customer is reaching out to the Revdex.com because he feels taken advantage of The Appliance Depot??? It’s not like we force them to pay! They requested service and we gave them service, and they paid for serviceCustomer agreed and paid for the $service charge, then they rudely demanded a full refund of our service charge? They reach out to Revdex.com and now they are willing to split it? From our perspective it doesn’t work that way
Sincerely,
The Appliance Depot

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I, will consider this complaint resolvedI would make special note that I do NOT agree with their said accounting of the resolutionAs I have unfortunately became painfully aware that this "business" is an untrustworthy company with bad business practicesI implore you to visit said appliance depot as you will see for yourself they do not have any new productsThey have junk all over their property sitting out in the rain, sun, and other elements that they piece together for the next prey. their letter to you misrepresenting the events not mentioning that it took me to get an attorney for them to even send a tech out the first time is in par with the "products" the swindle
Regards,
*** ***

you were a customer referral, that means a prior customer purchased from us and was happy with our appliances and our service, therefore he told you of our company and you decided to come to our store. our reviews online do not reflect our complete view of our company as there are a lot of satisfied customers that don't have access or time to express their satisfaction online. Although we aim to satisfy every single customer, its impossible that everyone will recommend us to others. we feel that our company does a good overall job, and there are far more happy customers with our company than unhappy. when you purchased your washer you signed and agreed that for 90 days we will service your washer  if at any point it breaks down, and we have lived up to our end of the agreement. we apologize if you feel otherwise. our agreement wasn't to refund you the washer and dryer if the washer broke down. our agreement was to repair it or replace it. and customer is refusing to let us repair or exchange washer. customers demand to refund the full purchase of washer and dryer is not our obligation under our agreement. like we've stated before we as a company want to make all our customers happy, and we fill we've always done our best to do so under our sale agreement. we feel that sometimes we have not reach our goal only when customers demand us to do something out of our policy in which both parties agree to before any purchase. and thats the case in this matter, we are trying to set up an appointment with customer to repair or exchange washer, but she is not accepting that. and we apologize once again that we cannot break our signed agreement of the purchased appliances.

The Appliance Depot
W Edinger Ave#B
Santa Ana CA
"text-align: justify;">Claim ID#:[redacted]
Date: 7/01/
The Appliance Depot‘s customer satisfaction is our number one priorityWe go beyond our expectations to ensure customer satisfactionHowever, there are certain things that a committed reputable business will not allow
In response to customer [redacted]The Appliance Depot tried resolving this in a friendly and professional mannerFrom the Date of purchase customer was treated with great customer serviceAt the date of purchase she was given additional discounts and she was made well aware of the store policy and warranty terms(Days Warranty on Parts and Labor) We are thankful that she purchased from us on 12/10/2013.However, she called the company one week after purchasing stating that her refrigerator was not working properly and she had tenantsThe Appliance Depot immediately made an appointment to service the unit on 12/23/2014.When our technician arrived he determined that there was nothing wrong with the unitThe customers tenant needed to adjust the temperature settings to a colder setting so her fridge would get cold enoughThe customer was aware that a trip charge may apply if there was nothing wrong with the unit as stated on the warranty termsAs a courtesy, for customer satisfaction The Appliance Depot decided to waive trip charge knowing that we drove more than miles to customers house and our loss of time
On or around May she called stating her ice maker was not working properlyWe explained to her that her refrigerator was unfortunately out of warranty for monthsWe gladly offered to go and service her fridge, we offered to go but since she was out of warranty we have a $service trip charge to cover our time and gas to drive to herShe was upset and demanded we go for free, we apologized to her but we could not waive our trip charge service fee, since we had already done that once beforeMrsO'[redacted] rudely hung up the phoneApproximately 2-weeks later she called us again stating that she had called another company to have her fridge serviced by themThey were charging her around $to fix her fridge ad she wanted us to tell her over the phone how much we would chargeOnce again we apologized to her and told her we could not quote without looking at the appliance first and in order for us to look at her fridge we would have to charge $trip charge to go and see what the problem with her ice maker isShe was really upset and started yelling at our staff, and demanded that we go service her fridge for free or give her money back after she purchased the fridge months agoWe advised her again our purchase and warranty agreement(All Sales are Final No Refunds or Exchanges Day Warranty.) We tried our best to make sure our customer was satisfied with her purchase and we offered to service her appliance after her warranty was over, but her demands and rudeness towards our friendly staff was not tolerated and we can no longer offer her service
The Appliance Depot decided not to offer service for the following reasons
She refused to pay our service trip charge of $She was very rude and uncooperative with our staff
She called another company and had her refrigerator servicedTherefore violating our warranty and service agreement. (We do not know if her fridge has been tampered with by other company that serviced itFor liability issues we cannot service her fridge)
To conclude The Appliance Depot will not be able to service Mrs[redacted] O'[redacted]s refrigerator
Thank You,
The Appliance Depot

customer came to our store to purchase a second hand used refurbished appliance, she walked through our showroom and picked the washer and dryer she liked. Before any purchase we print out a receipt and warranty terms and conditions and policies of our store, we hand out a copy to any and all of our...

potential buying customers it clearly states in our policy that all sales are final and no refunds,  we verbally explain the conditions and advise to read the full terms before agreeing to purchase any appliance from our store. We do not hide anything from our customers they sign an agreement that they read before proceeding to pay for their appliances  Yes our appliances are used rebuilt(refurbished) , every appliance we sell comes with a full 90 day warranty, and we are not able to determine how long our appliances will last, we have been in business for 5 years and we've always strive for excellent customer service and do the best to our ability to make sure all our appliances are completely refurbished so they will last as long as possible. If at any point any of our appliances break down and stop working the customer is entitled to give our store a call and we will gladly send a tech to their home to address the issue. As the case with this customer, she called our store stating that her washer was too rusty, and was upset, to begin the customer has the washer installed outdoors were it is exposed to inclement weather, and the washer is more exposed to rusting with the weather then it would be if it were indoor. Since the washing machine was outdoor and due to the exposure of inclement weather the washer also stopped working, we decided to replace the washer and advised the customer that the washing machine shouldn't be outside unprotected from the weather. the customer purchased a washer and dryer and never had an issue with her dryer, just the washer which we gladly replaced for her under our agreed warranty terms and conditions. approximately a week later she called our store very rude and insulting our sales rep, saying the replaced washer would only work intermittently and that she wanted her money back, and we explained to her that we couldn't just refund her money back, that we needed to send a tech to inspect the washer and verify if it was indeed not working properly. she didn't understand  that and started insulting our sale rep and started calling her personal cell number throughout the week, even though our sales rep asked her to only call our store during regular business hours to deal with the situation, and she kept calling and text messaging our sales rep. in conclusion we've told customer we will gladly go back to her house to inspect the washer and determine the issue if there is any, and she has clearly denied us the chance to give her the best customer service we can, we like to try to always work with our customers to find a solution without any 3rd party involvement. our customer was clearly explained and was issued a signed copy of our sales and warranty terms and conditions before her purchase, and refuses to abide by our agreement, and we would gladly repair her washer or replace it if needed because she is under warranty.

11/10/2014
Id: [redacted] ([redacted], [redacted] & [redacted]
The Appliance Depot
2406 W Edinger Ave # B
Santa Ana CA...

92704
Tel: 714-540-4444.
 
July 10, 2014 [redacted] & [redacted] purchased a refrigerator washer & dryer; we delivered and installed all their appliances on July 14, 2014.  On October 7, 2014 we received a call from [redacted]  [redacted] stating that her washer was leaking. She was advised that our policy clearly says that we need a credit card on hold before we go out to service as stated on our warranty policy terms and conditions, she agreed and gladly gave us a credit card. When the technician arrived with [redacted] present he inspected the washer and notified [redacted] that the cold water hose was leaking. She was advice that since the water hose connection was not purchased from The Appliance Depot she will be charged $80 for the technician to fix the leaking water hose. She understood The Appliance Depot policy terms and conditions for warranty as they were signed and initialed on the day of purchase. She agreed the technician fixed the leaking water hose, and she provided her credit card to the technician on site and he charged her and she signed and was emailed a receipt. [redacted] thanked the technician and was happy with our service.  Approximately 30 min later [redacted] called upset and angry and rudely demand a refund of $80 because he did not agree we should charge to drive approx. 10 miles and fix a leaking water hose that was not purchased from The Appliance Depot. We tried to explain to him that it was under our policy terms and conditions which he agreed to and signed for on the day he purchased the appliances from The Appliance Depot. He was angry and stated that it was our fault that we didn’t installed the connections correct, Although on the day of install on 7/14/14 we inspected the connections and tested the washer by putting it on a cycle and there were no leaks, and customer was present and signed after all their appliances were installed and left in good working condition. Approximately 2 months later when 1 hose was leaking and the customer called to notify us, The Appliance Depot offered service to go and inspect the washer because it was our duty to make sure our customer was happy with our service. The [redacted]’s were charged $80 for our service which is very reasonable. Although Mr. [redacted] feels that it is a staggering charge, because it was fixed very quickly and it wasn’t time consuming. At no point did The Appliance Depot refuse service or mistreat the customer, even though the customer was quite rude on his demands to refund $80 for our service, we maintained a high level of customer service.
Sincerely,
The Appliance Depot

Revdex.com:
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,
[redacted],[redacted], & [redacted]
First I would like to thank Appliance Depot for responding to my complaint about the washer hose connection.
Secondly, I would like to remind everyone that there are two sides to every story.  It is unprofessional for this business to accuse a paying customer of being rude or disrespectful over the phone.  Actually it was more like disbelief.  Was it even unreasonable?  No.
While it is true the washer was inspected after it's installation, it sat unused for approx. 45 days until the occupants moved into the house. Only after a few wash cycles was it discovered to be leaking at the connection.  The perfect example of the type of games Appliance Deopot plays are having the customer provide their own hoses so they can say it is not their responsibility...but the connection of that hose is absolutely their responsibility, otherwise for $80.00 why didn't they replace the hose? Because we all know it only took a simple 15 second crimp to cinch the hose on tightly!  The ten mile radius is what they purport to service, we are within the ten mile surrounding area, therefore that should not be an issue.
From our perspective, Appliance Depot could have been more reasonable with regard to a simple fix, for example, we would have greatly appreciated an offer to split the cost 50/50; instead we are left feeling taken advantage of and very unhappy with the level of customer service we received.  After everything we've been through, in an honest attempt to do business with Appliance Depot it is unfortunate that the company is unwilling to work with us. Why do they state "We guarantee any purchase" "All our appliances are in excellent condition" "We back up our work with up to a one year guarantee..." "We install our appliances to ensure proper connection" When they don't?  Or at least they didn't with us.
I hope that Appliance Depot will reconsider the outrageous $80.00 service charge and that they will stand by the terms of their own warranty; in addition to all of the above claims they make. One must wonder what the California State Board of Equalization would think about this business.

you were a customer referral, that means a prior customer purchased from us and was happy with our appliances and our service, therefore he told you of our company and you decided to come to our store. our reviews online do not reflect our complete view of our company as there are a lot of satisfied customers that don't have access or time to express their satisfaction online. Although we aim to satisfy every single customer, its impossible that everyone will recommend us to others. we feel that our company does a good overall job, and there are far more happy customers with our company than unhappy.
 
when you purchased your washer you signed and agreed that for 90 days we will service your washer  if at any point it breaks down, and we have lived up to our end of the agreement. we apologize if you feel otherwise. our agreement wasn't to refund you the washer and dryer if the washer broke down. our agreement was to repair it or replace it. and customer is refusing to let us repair or exchange washer. customers demand to refund the full purchase of washer and dryer is not our obligation under our agreement. like we've stated before we as a company want to make all our customers happy, and we fill we've always done our best to do so under our sale agreement. we feel that sometimes we have not reach our goal only when customers demand us to do something out of our policy in which both parties agree to before any purchase. and thats the case in this matter, we are trying to set up an appointment with customer to repair or exchange washer, but she is not accepting that. and we apologize once again that we cannot break our signed agreement of the purchased appliances.

Revdex.com:
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.
The machine I purchased initially began to rust after the first use. This has nothing to do with where in location the washer was placed, inside or outside. Additionally, I was never advised the machine had rust on it that was painted over to cover it up nor was I advised where the machine should be placed. Regardless of this fact, within 10 minutes of the machine being dropped off, it began to rust.
Second, although the company does state no refunds or returns, they are also selling products under the pretense that although refurbished, they are in good working condition. 
Third, we have been unable to set up our dryer, which is why there has been no discussion of the machine. I have no way of knowing if the machine works at this time.
Fourth, after looking through numerous online reviews (which I wish I had done prior to purchasing from the Appliance Depot), I have learned I am not the first nor even the 20th person to run into these same issues. Review after Review online state the same false pretenses about the condition that machines are in. Painting over rust, rebuilding (far beyond refurbished) machines is not what I was told in regards to my purchase. And unfortunately, because I paid cash, I can't even go though my credit card company to cancel the payment. 
Lastly, a company cannot refuse refunds when they are selling goods under the guise of good working condition when the items do not in fact work. Under these circumstances, a customer can demand a refund, which they are refusing to offer. In fact, they told us we can take them to court because they refuse to comply.
Regards,
[redacted]

customer came to our store to purchase a second hand used refurbished appliance, she walked through our showroom and picked the washer and dryer she liked. Before any purchase we print out a receipt and warranty terms and conditions and policies of our store, we hand out a copy to any and all of...

our potential buying customers it clearly states in our policy that all sales are final and no refunds,  we verbally explain the conditions and advise to read the full terms before agreeing to purchase any appliance from our store. We do not hide anything from our customers they sign an agreement that they read before proceeding to pay for their appliances  Yes our appliances are used rebuilt(refurbished) , every appliance we sell comes with a full 90 day warranty, and we are not able to determine how long our appliances will last, we have been in business for 5 years and we've always strive for excellent customer service and do the best to our ability to make sure all our appliances are completely refurbished so they will last as long as possible. If at any point any of our appliances break down and stop working the customer is entitled to give our store a call and we will gladly send a tech to their home to address the issue. As the case with this customer, she called our store stating that her washer was too rusty, and was upset, to begin the customer has the washer installed outdoors were it is exposed to inclement weather, and the washer is more exposed to rusting with the weather then it would be if it were indoor. Since the washing machine was outdoor and due to the exposure of inclement weather the washer also stopped working, we decided to replace the washer and advised the customer that the washing machine shouldn't be outside unprotected from the weather. the customer purchased a washer and dryer and never had an issue with her dryer, just the washer which we gladly replaced for her under our agreed warranty terms and conditions. approximately a week later she called our store very rude and insulting our sales rep, saying the replaced washer would only work intermittently and that she wanted her money back, and we explained to her that we couldn't just refund her money back, that we needed to send a tech to inspect the washer and verify if it was indeed not working properly. she didn't understand  that and started insulting our sale rep and started calling her personal cell number throughout the week, even though our sales rep asked her to only call our store during regular business hours to deal with the situation, and she kept calling and text messaging our sales rep. in conclusion we've told customer we will gladly go back to her house to inspect the washer and determine the issue if there is any, and she has clearly denied us the chance to give her the best customer service we can, we like to try to always work with our customers to find a solution without any 3rd party involvement. our customer was clearly explained and was issued a signed copy of our sales and warranty terms and conditions before her purchase, and refuses to abide by our agreement, and we would gladly repair her washer or replace it if needed because she is under warranty.

Review: Purchased a Kenmore Washer Super Capacity on July 12, 2014. Paid cash for the washer (dryer and refrigerator).

Included a 90 Days Warranty on Mechanical Parts and Labor.

The washer began to leak due to a poor hose connection.

A service repair was scheduled on Oct. 6, 2014 about a week before the warranty was to expire.

The hose had been provided brand new, it was opened and installed July 14, 2014 by Surgio, who delivered and set up the washer and dryer. On Oct. 7, 2014 the repair man simply tightened the connection, (took 5-10 minutes). The hose was not defective in any way, nor was the hose replaced, it was just tightened.

"Seven great reasons to buy...from The Appliance Depot. #6. We install our appliances to ensure proper connection".

Yet, Evelyne charged $80.00 for a service that is clearly under warranty.

We spoke with Evelyne about this charge assuming she would honor the warranty, but she refused to be reasonable - she was actually rude and dismissive over the phone. After everything we've been through with The Appliance Depot, this has been such an unpleasant and inconvenient experience!Desired Settlement: I would expect The Appliance Depot to do the right thing: Honor their own warranty, stand by their own words as stated in # 6 above, and refund the $80.00 service charge.

Business

Response:

11/10/2014

Id: [redacted] & [redacted]

The Appliance Depot

2406 W Edinger Ave # B

Santa Ana CA 92704

Tel: 714-540-4444.

July 10, 2014 [redacted] & [redacted] purchased a refrigerator washer & dryer; we delivered and installed all their appliances on July 14, 2014. On October 7, 2014 we received a call from [redacted] stating that her washer was leaking. She was advised that our policy clearly says that we need a credit card on hold before we go out to service as stated on our warranty policy terms and conditions, she agreed and gladly gave us a credit card. When the technician arrived with [redacted] present he inspected the washer and notified [redacted] that the cold water hose was leaking. She was advice that since the water hose connection was not purchased from The Appliance Depot she will be charged $80 for the technician to fix the leaking water hose. She understood The Appliance Depot policy terms and conditions for warranty as they were signed and initialed on the day of purchase. She agreed the technician fixed the leaking water hose, and she provided her credit card to the technician on site and he charged her and she signed and was emailed a receipt. [redacted] thanked the technician and was happy with our service. Approximately 30 min later [redacted] called upset and angry and rudely demand a refund of $80 because he did not agree we should charge to drive approx. 10 miles and fix a leaking water hose that was not purchased from The Appliance Depot. We tried to explain to him that it was under our policy terms and conditions which he agreed to and signed for on the day he purchased the appliances from The Appliance Depot. He was angry and stated that it was our fault that we didn’t installed the connections correct, Although on the day of install on 7/14/14 we inspected the connections and tested the washer by putting it on a cycle and there were no leaks, and customer was present and signed after all their appliances were installed and left in good working condition. Approximately 2 months later when 1 hose was leaking and the customer called to notify us, The Appliance Depot offered service to go and inspect the washer because it was our duty to make sure our customer was happy with our service. The [redacted]’s were charged $80 for our service which is very reasonable. Although Mr. [redacted] feels that it is a staggering charge, because it was fixed very quickly and it wasn’t time consuming. At no point did The Appliance Depot refuse service or mistreat the customer, even though the customer was quite rude on his demands to refund $80 for our service, we maintained a high level of customer service.

Sincerely,

The Appliance Depot

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,

[redacted], & [redacted]

First I would like to thank Appliance Depot for responding to my complaint about the washer hose connection.

Secondly, I would like to remind everyone that there are two sides to every story. It is unprofessional for this business to accuse a paying customer of being rude or disrespectful over the phone. Actually it was more like disbelief. Was it even unreasonable? No.

Review: Hello. I purchased a refurbished fridge dec 2014. the ice maker broke less than 6 months after and they will not service the unit. I offered to pay and they hung up on me twice and said they won't service the machine. Their voice mail is full and I have requested assistance more than 4 times with no help. I said if they won't want to service the machine they can refund my money. they will do neither.[redacted]1Desired Settlement: they can either repair the unit, replace it or refund my money. any of the three options is ok with me.

Business

Response:

The Appliance Depot

2406 W Edinger Ave#B

Santa Ana CA 92704

Claim ID#:[redacted]

Date: 7/01/2014

The Appliance Depot‘s customer satisfaction is our number one priority. We go beyond our expectations to ensure customer satisfaction. However, there are certain things that a committed reputable business will not allow.

In response to customer [redacted]. The Appliance Depot tried resolving this in a friendly and professional manner. From the Date of purchase customer was treated with great customer service. At the date of purchase she was given additional discounts and she was made well aware of the store policy and warranty terms. (90 Days Warranty on Parts and Labor) We are thankful that she purchased from us on 12/10/2013.However, she called the company one week after purchasing stating that her refrigerator was not working properly and she had tenants. The Appliance Depot immediately made an appointment to service the unit on 12/23/2014.When our technician arrived he determined that there was nothing wrong with the unit. The customers tenant needed to adjust the temperature settings to a colder setting so her fridge would get cold enough. The customer was aware that a trip charge may apply if there was nothing wrong with the unit as stated on the warranty terms. As a courtesy, for customer satisfaction The Appliance Depot decided to waive trip charge knowing that we drove more than 10 miles to customers house and our loss of time .

On or around May 2014 she called stating her ice maker was not working properly. We explained to her that her refrigerator was unfortunately out of warranty for 3 months. We gladly offered to go and service her fridge, we offered to go but since she was out of warranty we have a $59 service trip charge to cover our time and gas to drive to her. She was upset and demanded we go for free, we apologized to her but we could not waive our trip charge service fee, since we had already done that once before. Mrs. O’[redacted] rudely hung up the phone. Approximately 2-3 weeks later she called us again stating that she had called another company to have her fridge serviced by them. They were charging her around $500 to fix her fridge ad she wanted us to tell her over the phone how much we would charge. Once again we apologized to her and told her we could not quote without looking at the appliance first and in order for us to look at her fridge we would have to charge $59 trip charge to go and see what the problem with her ice maker is. She was really upset and started yelling at our staff, and demanded that we go service her fridge for free or give her money back after she purchased the fridge 6 months ago. We advised her again our purchase and warranty agreement. (All Sales are Final No Refunds or Exchanges 90 Day Warranty.) We tried our best to make sure our customer was satisfied with her purchase and we offered to service her appliance after her warranty was over, but her demands and rudeness towards our friendly staff was not tolerated and we can no longer offer her service.

The Appliance Depot decided not to offer service for the following reasons.

1. She refused to pay our service trip charge of $59. She was very rude and uncooperative with our staff

2. She called another company and had her refrigerator serviced. Therefore violating our warranty and service agreement. (We do not know if her fridge has been tampered with by other company that serviced it. For liability issues we cannot service her fridge)

To conclude The Appliance Depot will not be able to service Mrs. [redacted] O’[redacted]s refrigerator.

Thank You,

The Appliance Depot

Review: On December 15 I purchased in good faith a washer and Dryer. On December 16 they removed my washer and dryer and replaced it with their washer and dryer. That evening the first washer load washed. the second load the washer wouldn't advance and got stuck in the agitation mode. I called them on December 17 and told them of the problem they first hung up on me. I called back and after I pushed them they finally agreed to have a service person come out on December 18 and fix the washer. They couldn't fix the washer so they replaced it with a used washer they had on the truck. December 19 I did laundry again and the new washer made strange noises and didn't fill properly, the dryer worked for 1/2 the cycle and made a grinding noise and stopped. I tried pushing the on button and it would didn't turn on. an hour later it tried to turn on by itself. But it never would turn on again. I called Appliance Depot and the first hung up on me. I called again and they argued with me telling me they had to talk to the manager on Monday and their was nothing they could do. I told them I just want my money back as they do not have a reputable business and products I can relied on. she hung up on me again. She called back 1/2 hour later leaving me a message saying they need to fix the dryer or only give me 45% refund. This is a total scam. They are taking money in good faith and selling fraudulent product to consumers that do not function thus indicating their is no warranty. I am requesting my money back in full. They have my existing washer and dryer and will be fixing that up and turning around and selling that as part of their scam.Desired Settlement: refund my credit card in full, remove their washer and dryer. They can even keep my washer and dryer that they removed from my home. the washer was actually working.

Business

Response:

The Appliance Depots number one priority is customer satisfaction. We are a store that sells both new and refurbished appliances, we always advice our customers to buy with an open mind when purchasing used/refurbished appliances. Most customers turn to the appliance depot because the big retail stores have outrageous prices on their new appliances, as an alternative to lower prices and excellent customer service we offer reconditioned appliances with and up to 1 year warranty. The customer is given the option of how much warranty they want, as it pretty much comes down to their budget. As courtesy the minimum warranty we offer is 90 day warranty, our customers are aware that when they purchased used appliances sometimes more times than others they can break down at any given time, that's why we offer a full warranty for piece of mind. Used appliances just like new appliances can break down in one week, month, years, or never at all. So when [redacted]'s appliances broke down within days of her delivery and install she called and complain that her washer wasn't working. We advised her not to worry about anything she was under warranty and a tech will be out there right away to amend the issue. Our tech was out there and determined that the washer needed to be replaced since the timer had gone out and to order the part it would be several weeks. Customer agreed that was the best alternative for her and her washer was replaced same day. A couple days later unfortunately her dryer stop working, she contacted our store very angry and rude over the phone and saying bad things I cannot write on here. We apologized to her, we understand its very frustrating for her appliances to break down very suddenly and unexpectedly but there is a procedure that we have to follow when such things happen, we told her that once again we would gladly sent our tech to her home to service the dryer. and for the inconvenience we would extend her warranty on her appliances. She very rude called us names and said that we were a scam and that she wanted her money back. We don't understand why she would go to that extent, all we did was provide excellent customer service since she walked into our store all through out this very unfortunate situation for both sides. We tried getting in contact with her to find the best solution to no avail, she wasn't able to contact us back after we left several messages. After careful consideration management determined to refund her the full purchase of her appliances and to go back to her house to pick up the appliances. We arrive at her house to refund her money and pick up our appliances, eventhough when she purchased her appliances and signed on the receipt that all sales are final no refunds or exchanges and that a 45% restocking fee may apply if , it was determined for customer satisfaction to refund the full amount with no restocking fee.The Appliance Depot refunded full amount of $432.00 on 12/23/2014. Sincerely, The Appliance Depot

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I, will consider this complaint resolved. I would make special note that I do NOT agree with their said accounting of the resolution. As I have unfortunately became painfully aware that this "business" is an untrustworthy company with bad business practices. I implore you to visit said appliance depot as you will see for yourself they do not have any new products. They have junk all over their property sitting out in the rain, sun, and other elements that they piece together for the next prey. their letter to you misrepresenting the events not mentioning that it took me to get an attorney for them to even send a tech out the first time is in par with the "products" the swindle.

Regards,