Complaint Category: None of the Above - Customer Service Complaint Issue
Complaint: Dryer broke within the month of purchase. Was charged to get it picked up and when returned it broke within the same day.
Bought dryer (***********************) on 05/08/2013, the dryer stopped working on 5/19/2013. Called and left a message on 5/19/2013 for a repair man to come fix it. Had to call back on 5/22/2013 to get someone to come out and look at dryer since it was under a 30 day warranty. Was called back by office manager saying that I would have to get the repairman on post because he left his I.D. at home (which is illegal for me to do) so I said no and she proceeded to tell me that someone will come pick it up within the hour. Two hours later two men come and get the dryer, one mentioning he was the owner and to look at the paperwork that was given during the time of purchase when my husband asked for paperwork from him saying he picked up our dryer. After two days and no phone calls I again called S&T Appliances and spoke to the same woman asking about my dryer. She said that it is ready and will be delivered on 05/24/13 but we would be the last delivery. Again was called by same woman an hour later saying my dryer was on the way and that there will be a $35.00 fee because they had to pick it up. The only reason that the dryer had to be picked up is because I refused to get someone on a military post illegally. But I went ahead and paid it anyway just to get my dryer back because this time it had been broken for almost a week at this point. The dryer was delivered but nothing was explained to me because I was too busy voicing my concerns asking why I was getting charged if under warranty but I was handed an envelope containing paperwork so I thought the explanation would be inside of what was broken and what they replaced. I was wrong, the paperwork was only a copy of the washer and dryer purchases and a return work order that states it was ran on a diagnostic machine and the idler arm pulley to the dryer locked up and they replaced the idler arm pulley. After running the dryer once it stopped spinning and only running hot air which was the initial complaint so instead of calling them back (since it was around 8 pm) my husband took it apart and discovered that the belt was bad and the idler arm pulley had a huge chunk missing from the side, and it wasn't tightened to keep the slack on the belt. We looked on Amazon to find replacement parts because we were not going to bother with S&T Appliances anymore and saw that the replacement parts only total around 6.00 plus shipping and handling and taxes. So all together the replacement parts equal to $11.00. I want to make sure that no one else has this problem with them again. When purchased the office manager told me same day or next day delivery and neither happened. I had to sit around all day to wait for her call.
Business' Initial Response
June 3, 2013
RE: ****** ***** v/s S & T Appliance and Repair
We, S & T Appliance and Repair, are responding to a complaint that was filed by the above party in reference to our business.
We want to clarify about our "same day delivery" policy. We definitely guarantee same day delivery for our customers if the appliance(s) are purchased by 3:30 PM on the day of purchase (depending on the location of the delivery); as our business closes at 5:00 PM each day we are opened for business. If the appliance(s) are purchased after 3:30 PM, we will deliver on the next business day in which we are opened. Mrs. ***** requested her dryer to be fixed via a voicemail message she had left on our business line. On May 22, 2013, upon receiving the voicemail message, we had given her a call to arrange to get the dryer repaired. Our hours of operation are Wednesday through Friday, 10-5; and on Saturday, 9-5. The reason she had to wait is because our business was not opened on the original day she called. Nonetheless, as stated, when we returned her phone call on Wednesday, May 22, 2013, we had arranged to have the appliance picked up that next day (May 23, 2013), and it was returned on May 24, 2013. So, technically, it took one (1) day for her to get her dryer back.
Mrs. ***** also mentioned that on the day she purchased the dryer she had to "sit around all day and wait on our phone call" as far as delivery of her appliance. We have a business where we are helping other customers', not just Mrs. *****; and it is obviously arguably very important that we give all of our customers a fair amount of attention when they come into our store; just as we did her when she came in both times (on two separate occasions) to purchase an appliance from us.
Having stated that, we do our best in handling all deliveries according to the purchase times as well as distance. We do not make it a habit to specify a specific time in which we will deliver an appliance(s), but we definitely state which day. We tell customers to provide us with their mobile numbers as well; and the reason being is because if they need to run errands, etc. we can call them to let them know that we are on our way, and between both parties, we can estimate the arrival time from our store to the location of delivery.
Lastly, Mrs. ***** is requesting a refund for a total of $46.00 ($35.00 for the trip fee charged by our business, and $11.00 for the cost of the part in which her husband allegedly purchased). We do not agree on this request at all, and the reason is because Mrs. ***** signed the "30 Day Warranty form" that states:
"ALL SALES ARE FINAL. NO REFUNDS. Thank you for your purchase! We will exchange at company's discretion. If a request is needed and we delivered the appliance(s) to your residence, and if available, we will make house calls and repair the purchased appliance(s) at no cost within the 30 Day warranty period for the ************ ** and *** ****** ** areas if it is a fault of S & T Appliance and Repair, only. However, there will be a $35.00 per trip transportation fee applied. If you picked up or took the appliance(s) with you at the time of purchase, then you will need to get the appliance(s) back to our store for repair at no cost. However, if it is a malfunction matter; due to the customer's/homeowner's outlet/circuit breaker, etc. (no fault of S & T Appliance and Repair), there will be an additional inconvenience fee charged, unless the matter is too difficult for us to solve altogether. After the expiration of warranty and a repair request is asked of us and we are available for house calls, there is a $30.00 fee charged (plus parts, labor and transportation fee; if applicable) based on the location for all repairs. If you bring the appliance in yourself, the transportation fee will be waived at that time. VOID warranty if 1) The appliance(s) have been moved from the original delivery premise. 2) The appliance(s) were tampered with, tested or attempted to be repaired by someone other than a representative from S & T Appliance and Repair. No warranty on electronic boards or ice makers. -S & T Appliance and Repair."
We give all of our customers' time to read over all paperwork that is presented to them before any purchase. And as far as the refund for $11.00 because of a part she stated that her husband had to order and purchase, we do not agree to pay that either. If you read the aforementioned in reference to any machine purchased from our business that has been "tampered with", it states that the contract is instantly VOIDED. Mrs. ***** stated in her initial complaint that her husband had to take the machine apart after finding something else wrong with it. We will not argue that something else could have occurred with the dryer, but our rebuttal is that because the machine was still under a 30 day warranty, we would have done all we could to make sure Mrs. ***** was satisfied. If she would have contacted us again, instead of allowing the machine to be "tampered with", we would have asked her to come back to the store and just pick out another comparable model dryer; or if she wanted to choose another dryer higher in cost, we would have applied what she had already paid toward it and she could have paid the difference. As mentioned before, we aim to satisfy all of our customers', and we understand that having a business sometimes does not allow the happiness of everyone. So, having stated such, Mrs. ***** had an opportunity to purchase an appliance brand new from another consumer, but she chose to purchase not one (1), but two (2) appliances from a used appliance store. Although we are grateful for all business we receive and we do not take it for granted, we have recommended some of our customers who, after conversing with them, respectfully have the expectancy use of a new appliance out of a used appliance to other consumers who sell new appliances only. That is good customer service. We would have recommended the same with Mrs. ***** as well, but on May 3, 2013, when she purchased a used washer from our store and again on May 8, 2013, when she purchased a used dryer from our store, she seemed very satisfied in knowing our policy.
-S & T Appliance and Repair
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The work order invoice that was given to me three times states that they replaced the pulley wheel when in fact they did not. The pulley wheel that was on the dryer after they said they fixed it was chipped, had burn marks from the belt, and looked like it had never been replaced. I want a refund for the trip that they made to fix my dryer but did not, and a refund to replace the part that they did not.If they would have replaced the part like they said they would I wouldn't be complaining and I would swallow the trip fee but since all they did was take my dryer to their store and not fix what was broken I want my money back.
Business' Final Response
The pictures presented does not prove that we did not replace the idler arm pulley. As stated in the original response paperwork (sent via postal mail to Mrs. ***** and BBB), after repairing the dryer and returning it to Mrs. *****'s residence, she insisted (and we agreed)that she tested the dryer by turning it on to make sure it worked before we left her residence. Therefore, after thorough review of this case, we, S & T Appliance and Repair, still do not agree to the refund Mrs. ***** is requesting, and we choose not to respond to anything else she submits. We will await a response from BBB.
Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.