ComplaintsforValley Oak Appliance Center

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Maytag for a warranty service call for a new washer purchased from *********** This company was assigned. The techs found that the dent and noise were not a symptom of manufacturer flaws or install damage. They proceeded to tell me after scheduling this that it wasn't covered under warranty because there was nothing to fix. Called ********** and they said it I shouldn't have been charged and to call Maytag. Did a conference call with both the repair company and Maytag and they can't refund the charge.

  Business response

  09/21/2023

  THE COMPLAINT ON THE WASHER WAS NOT COVERED BY WARRANTY.  IT IS OUR POLICY TO CHARGE THE SERVICE CALL FOR THE TECHNICIAN'S TIME AND SERVICE IN DIAGNOSIS.  AS A ONE TIME COURTESY FOR THIS CUSTOMER, I HAVE ALREADY REFUNDED THE $154.

  ***********************

  Customer response

  09/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

  Note the unit is still making a loud noise when running a cycle (different than the same model in the other side of our duplex). The tech did not run a full (quick) cycle so it didn't make the same noise.

  Still pretty disappointed with Maytag. Oak Valley did the right thing in this case by refunding the fee as they did not properly diagnose (or fix) the problem and we appreciate it.  

  
  

• Initial Complaint

  03/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  09/26/2022 $6202 PICKED UP APPLIANCE. WE WERE SUPPOSE TO EXCHANGE CHECK FOR THE APPLIANCE. THEY PICKED UP APPLIANCE AND STATED THAT THE ***** WERE BEING TRANSFERRED BACK INTO MY ACCOUNT. NEVER HAPPENED. THEY EVEN WANTED ME TO ACCEPT THE REFUND WITHOUT THE ***** TAX INCLUDED. THEY ALSO STATED THAT THEY PAID FOR THE APPLIANCE UP FRONT FOR ME. NOT TRUE! THEY CHARGED MY CARD AND THIS IS HOW THE APPLIANCE WAS PAID FOR. I'VE COPIED AND PASTED THE ***** SENT TO ME BY TRUE APPLIANCE: You're all set! Your True product is now registered. Please see your registration details below. Name: ********************************* Serial Number: ******** Place of Purchase: ********************** ******** Appliance Center Registered products shipped after 2/1/17 are granted an extended 12-year sealed system parts warranty*.Thanks again, and enjoy your True!- The True Residential Team *For display and blemished models, please consult factory for warranty policy, which will vary depending on factors such as year of production and amount of time product was on display.*Clear Ice Machine is excluded from the extended 12-year sealed-system warranty.SPOKE TO **** THE ***** 3 TIMES OUT OF 25 CALLS AND MESSAGES LEFT FOR HER.

  Business response

  03/25/2023

  We have already been in contact with the customer.  When the refund was first applied customer gave us information on an expired credit card.  I did not find out about the expired card until today.  Customer said she had called in that information; however, I was out for a week and evidentally did not get that message.  I told customer today that I am checking with the credit card company on Monday, 3/27, and will call her to process the refund.  

  Customer response

  03/26/2023

  I am rejecting this response because: I called her to let her know, again, she was supposed to hand over a check. I never gave her my credit card number she just decided on her own to supposedly put the funds back on my card. I told her employee, accountant, 4 weeks ago that the card has not received the funds on the card and the card was expiring this month. **** , the owner, has kit paid me back going on 2 months since she picked up the true under counter fridge. She went back on her word and did not have the check dropped off to me when her delivery person picked up the fridge. All she has to do is write a check. She knows that money was not deposited into my account.  What is so hard about giving back my money. 
  

  Business response

  03/28/2023

  Consumer originally purchased appliance by credit card.  We initially refunded the payment on the credit card the consumer gave use.  We have refunded the consumer by check.  When consumer came in to pick up check we did show her the refund on our credit card report.  Evidentally the refund was not posted to consumer due to expired card.  Consumer has been refunded in full.

  Customer response

  03/29/2023

  I am rejecting this response because: I have been fully refunded after 2 months. She went back on her word stating she was giving me a check when item was picked up. She changed her mind. She showed me a piece of paper with numbers, didn't show anything with my account info on it. **** is trying to make it as if we are to blame. Not gonna happen. **** we can go back and forth all you want but you will not succeed. You are in the wrong so admit to your faults. 
  

• Initial Complaint

  12/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Damaged ** Wash Tower received -Unit was bought "New"Transaction was made on 11/04/2022 Delivered on 11/30/2022 Description:Unit was a late delivery. I called ~roughly 2-3 weeks after the transaction and was told that they forgot to put the order in; I was then offered the 2 following options:-Buy the floor model with a discounted price (different color from what was purchased)-Wait 4 more additional days and receive free delivery I chose to wait additional days for the color that I originally wanted.Unit was delivered in original packaging. The unit was finally unboxed on 12/03/2022 and there was visible damage on the bottom front side of the unit. I proceed to call Valley Oak Appliance Center on 12/05/2022 to discuss the issues. I was instructed to text the number, and they proceeded to text my number for convenience **************). I sent them pictures and awaited for response. I never got a call back.12/06/2022: I made another call, and the receptionist told me they would leave a note for their GM to call. Never got a call 12/07/2022: Similar instance, made a call, receptionist left a note for someone to call 12/08/2022: Receptionist told me they never received my pictures from my text and instructed to me to email *********************************** and I emailed all the photos. No response.12/10/2022: I call the establishment and they're either hanging up the phone or ignoring my calls.

  Business response

  12/21/2022

  We have been in contact with the customer.  The damaged part has been ordered.  Part is on backorder.  As soon as it comes in, we will schedule service for the customer.

• Initial Complaint

  12/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It was sold to me as "New" condition, but received a damaged unit. Transaction date took place on 11/04/2022. The amount paid was via Snap finance. The unit was greatly delayed to delivery due to not having the order put in and did not arrive until 11/30/2022. Because of the delay I was offered 2 options; either wait and receive free delivery, or buy the demo unit and pick it up on my own behalf. The unit was was finally unboxed on 12/03/2022 in the evening, and unfortunately the business was closed. On Monday 12/05/2022 I made a call to discuss the damages. I was instructed to text message the number ************, and proceed to do so 4 pictures of the damages. I did not get a call back, so I called the following day (12/6) for a follow up and was told that I was going to get a callback. I called again the following day (12/7), yet was told that they would leave a message with their GM. Again I did not get a call back so I called on 12/8, and was told that they never received the text so they provided me an email to send the pictures which is ********************************* So I sent the email.Until this day I have yet to receive any information on how to go about the damage unit that was delivered.

  Business response

  12/17/2022

  Hello

   

  We have been in communication with the customer.  We have provided two options.  First option is a partial refund for the panel damage.  The second option is to replace the panel.  However, the panel is on a factory backorder so that is why we have offered a damage.

   

  Thank you

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 9, 2021, ***************************** from Valley Oak Appliance came out to service the ice machine in our refrigerator. Our unit was leaking and then freezing in the dispenser. ****************** told us that we needed a new part and he would have to order it. At this time, we paid a deposit of $154, with $378.46 to be due upon completion of the service. ****************** said the part would be available in about a week. Throughout the next three months, Valley Oak Appliance never contacted us to tell us there was a delay. It took months of us calling them to find out what was happening and why they weren't returning. We asked them to refund our money so we could go to another company to fix this problem. They would not. ****************** finally returned and repaired our ice maker on November 5, 2021 (nearly three months later!). On this date, we paid them the balance of $378.46 for a total of $532.46. On June 17, 2022, we woke up to the same problem in our ice maker. We called Valley Oak and spent 14 minutes on the phone with them. They refused to come out and look at the ice maker without charging us a fee. I asked to speak with a manager since their company had "fixed" this same problem less than a year ago. When Valley Oak called me back, they would not put a manager on the phone. After another 11 minutes on the phone with them, nothing was resolved. All of this is terrible customer **********************. We are at a standstill with this company. We believe they should come out and check out the ice maker without charging us because it has been less than a year since they repaired it.

  Business response

  07/12/2022

  First, I am sorry your icemaker is not working again.  To clarify our procedures:  
  
  1.  Your part from last August was on backorder.  As you probably are aware, alot of product and components were (and continue to be) on manufacturer backorder due to the delays from COVID, availability of components, shipping, etc. 
  2.  We cover parts for one year.  So if the part or parts installed in November failed the parts are completely covered under warranty.  However, if there is another issue, there may be a charge for parts.
  3.  Our labor is covered for 90 days.  That is why the dispatcher indicated there would be a service call.  But, due to the delay you experienced last year, I will waive the $154 service call.  Again, if there is something else going on with the refrigerator, the technican can let you know the charges (but no service call).  
  
  Right now, ******* has one opeing Thursday afternoon.  His next opening is 7/22 in the afternoon.
  
  Please let me know which time works for you.
  
  Thank you,
  
  ***********************

  Customer response

  07/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩