Business Profile

Major Appliance Dealers

Airport Home Appliance

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Airport Home Appliance came to BBB’s attention in March 1984 A review of complaints was done in September 2024. Complaints on file concern warranty replacement issues.

BBB recommends consumers to review Appliance Extended Warranties: A Deep Dive into Post-Purchase Protection at Airport Appliance and Warranty Support.

For additional support, please visit Airport Home Appliance's Contact Us.

Complaints

This profile includes complaints for Airport Home Appliance's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

94 total complaints in the last 3 years.
31 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:11/14/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 10/29/2924 I spoke with Airport Home Appliances sales person ***** ****** on the phone and placed an order for Haier refrigerator. I paid by credit card $1176.30 for the refrigerator, delivery and set up. ***** stated that the refrigerator will be delivered within 2to3 weeks. He agreed that I can cancel the order within a week if I changed my mind. On 10/25/2024 ***** called and started that he was ready to deliver that day. He asked me to have a plumber come and cap off the water line. I was not informed about the need for plumber. I asked to cancel the order as I did not want added expenses of plumbing. ***** stated that I will have to pay restocking fee of $250. The refrigerator was never delivered and I was within a week of cancelation period. I was charged $250 nevertheless.
Business Response
Date: 11/19/2024
Thank you for bringing this matter to our attention. Upon reviewing your account, our records show that you paid $1,176.30 for the Haier refrigerator and related services. A refund of $1,176.30 was processed, and I have attached your refund receipt for your convenience.
If you have any further concerns or require additional assistance, please don't hesitate to reach out.
Initial Complaint
Date:11/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an ** refrigerator at airport Apliance. It is currently under warranty and I have attempted to have an icemaker repaired in the refrigerator since August 22, 2024. Airport ******** contracted out there warranty to accompany called centricity. I call airport Apliance, which I have done five or six times to get an appointment. They then call centricity and centricity schedules an appointment without any consultation with me.. When I do agree to an appointment, they have centricity call me and set up the appointment. I have done this on three occasions and centricity does not show up nor do they provide me with any excuse for not being here. I then call airport Apliance again, they call centricity, centricity calls me sets up an appointment and then fails to show up. The latest time this occurred was today. My wife ***** ***** waited from nine till 12 and no one contacted her. She then called Apliance and was told that they are waiting on a part that should be delivered on Friday. No Apology was given for the lack of a repair man showing up today as promised. If my wife had not called airport Apliance, she would not have been told that there would be a part that has been ordered. I doubt very much that any part has been ordered and that they will come up with another excuse for not showing up or for even making an appointment once the part has arrived. I am 81 years old and I have never experienced a level of incompetence and an inability to provide service that is guaranteed under a warranty like the experience I have had with this company. I truly believe this is a runaround that is specifically designed so that they do not have to provide warranty service.
Business Response
Date: 11/06/2024
Thank you for reaching out and sharing your experience. We apologize for the repeated challenges you've faced with the repair process. We received an update from ****, and they advised that their customer service team would be reaching out to you directly to assist in rescheduling your service appointment. You can also contact them at ************** for quicker assistance.

In the meantime, we will follow up with EPIC to emphasize the importance of a prompt and reliable resolution in light of your experience. We sincerely appreciate your patience as we work to address this.
Customer Answer
Date: 11/06/2024

Complaint: 22519041

I am rejecting this response because:
while I sincerely hope that airport Apliance is able to resolve this matter with EPIC, I have received three messages like this from airport Apliance and centricity/EPIC. What has routinely happened Is that epic does not show up for the appointment As promised. In the last two cases, we have waited seven hours for contact from epic to show up as promised. They failed to do so. I do not understand why this current promise would lead to a different result, although I certainly hope it does. I should also indicate that I was lied to by epic, saying that I received a phone call and the repair person could not make contact with me. In both cases recently, I kept the phone right by my side with the volume fully up and never received a call. In the last call we received, we were told that a part was on order and that the part should arrive by Friday. We were never told about any part being ordered and would never have known unless we called epic wondering why they had not shown up.

Sincerely,

**** *******
Business Response
Date: 11/11/2024
We apologize for the repeated challenges you've faced with the repair process. You can also contact EPIC at ************** for quicker assistance.
Initial Complaint
Date:10/19/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Airport Appliance short-changed me by $74 I bought a dishwasher and an extended warranty. After two years, the dishwasher stopped working. It was determined by the warranty company, ********** (formerly ****), that the repair cost was too high so they would give me credit for $839. I called Centricity three times to verify the amount. Since I purchased it at Airport Appliance, I would have to deal with the store. I opted to not buy the dishwasher at Airport Appliance since they wanted to charge me haul away and installation. I requested that they send me the check.After a few weeks, they sent the check, but the amount was $762. I called multiple times and even requested to talk to the manager. I was told either accounting or the manager were going to get back to me. To this day, I have not heard from them.
Business Response
Date: 10/21/2024
Thank you for your patience regarding the discrepancy with your refund. A check in the amount of $75 was mailed to the address we have on file on 10/18/2024. You should receive it within 10 days.

If you do not receive the check by then, please dont hesitate to give us a call at ************** option 2, and we will be happy to assist further.

We apologize for any inconvenience and appreciate your understanding.
Customer Answer
Date: 10/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ****
Initial Complaint
Date:10/17/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 5, 2024, I purchased 7 products from Airport Home Appliance in ************, **. 6 were major appliances (refrigerator, oven, microwave, waher, dryer and diswasher I was promised a rebate of $500 for my purchase. I have contacted Airport Home Appliance and ** numerous times; ** says I am not qualified (even though I am), and the manager, *** ******* has stopped returning my calls. I would appreciate receiving the rebate that was promised to me at the time of purchase.
Business Response
Date: 10/21/2024
Thank you for reaching out regarding your rebate issue. We apologize for the frustration this situation has caused.

We wanted to let you know that the Redwood City Store Manager has contacted ** on your behalf to assist with the rebate. Weve asked them to reach out to you as soon as possible. We will also send a follow-up request to ensure they contact you promptly.
Customer Answer
Date: 10/21/2024

Complaint: 22437733

I am rejecting this response because: I have contacted the current store manager *** ******* numerous times. We spoke and she said she would be in contact with **, but then nothing is resolved.

Sincerely,

****** ******
Business Response
Date: 10/24/2024
We have followed up with ** regarding your rebate and are awaiting their response. For faster assistance, you may also contact ** directly and reference your rebate number. Since this is a manufacturer-provided rebate, they may be able to offer quicker resolution.
Customer Answer
Date: 10/25/2024

Complaint: 22437733

I am rejecting this response because: I will accept the response once I receive my rebate. ** has rejected it numerous times saying I do not qualify for the rebate, when in fact I do.

Sincerely,

****** ******
Initial Complaint
Date:10/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The team at the center drops boxes of appliances but still deliver them. If the customer doesn't open their box within 48 hours and the product is damaged the company doesn't take it back. The customer has to go through a third party warranty company called **** that services the warranty. Thats what I was told
Business Response
Date: 10/18/2024
Thank you for sharing your feedback. Were sorry to hear about your experience and appreciate the opportunity to clarify our policy. For your reference, our policy is clearly printed on the order invoice, displayed in our stores, and available on our website: "If you decide not to inspect the unit and accept it, you will assume all liability for the damage." We encourage all customers to inspect their items upon delivery to ensure they are in satisfactory condition.
Initial Complaint
Date:10/01/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Original purchase was made on 8/1/24. Payment was done through "Affirm"Delivery was made on 8/15/24. Washer wasn't installed because there was a problem with the plumbing. Item was left in the garage. We got plumbing fixed and they came back to install on 8/17/24. On 8/18/24 I decided I didn't like this set so requested a return and purchased a different set. The new set was delivered on 8/24/24 and original set was picked up. As of Oct. 1, I have not been properly credited and still having to pay on the original loan amount which is significantly more. I've contacted Airport Appliance on numerous occasions and they keep telling me they will get back to me by noon, or by friday, or end of week labor day. It is at the point of beyond ridiculous.
Business Response
Date: 10/03/2024
Thank you for your patience. I'm writing to confirm that a refund of $846.63 has been processed for your original purchase. Your confirmation number is B4RUDUY266DN38VU.

We sincerely apologize for the delays youve experienced
Customer Answer
Date: 10/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It is unfortunate that it took me filing a complaint to get this resolved.

Sincerely,

*** ********
Initial Complaint
Date:08/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 20, *************************************************************************************************** *********. On July 1, 2024 I emailed Airport Home Appliance that I was not happy with the appliances due to poor quality of wash/dry, not drying completely, wrinkled and ruined clothing, leaking detergent and excessive vibration with the washer resulting in the appliance traveling over 1 foot from the wall. I was told by Airport that there is only a 48 hours return period. My only solution was to have another retailer come out for a service call. The other retailer told me they only service their own products. I was then told to contact the manufacturer, Speed Queen. They could not locate a service provider and told me to look for one on my won, hire them and pay for it. Neither Airport nor Speed Queen will service their own products, nor provide a replacement. Each encounter is verified by email documentation.
Business Response
Date: 08/22/2024
Thank you for sharing your feedback with us. We apologize for the issues you've experienced with your Speed Queen ****** and Dryer sets. To help us assist you further, please email us at ******************************************** with the serial numbers of the units that are not working properly. We will work with the manufacturer to resolve these issues as quickly as possible. Your satisfaction is our priority, and we appreciate your patience as we work towards a solution.
Customer Answer
Date: 08/26/2024

Complaint: 22165748

I am rejecting this response because:
To document my direct responses to ********************************************
Serial Numbers as requested:
Product Code: ********
Serial Number: **********
Product code: ********
Serial Number: **********
Product Code: ********
Serial Number: **********
Product Code: ********
Serial Number: *********
Are all units experiencing the same issue? Yes, please refer to extensive documentation with ****.

Sincerely,

*************************
Business Response
Date: 08/28/2024
Thank you for providing the information requested. We have sent this over to the manufacturer and will update you once we hear back from them.
Customer Answer
Date: 09/03/2024

Complaint: 22165748

I am rejecting this response because:
I have already been in direct communication with the manufacturer, see attached. Their final answer was that there is no service provider in my area to inspect the units and that I should find for and pay for my own service technician. This latest communication is a repeat of what has already been done.

Sincerely,

*************************
Initial Complaint
Date:08/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 17th 2024 I called Airport application because my washing machine wasnt working. The tech came out July 24th and said he would order a new washing machine. The next week I called airport appliance and they said they would research it and call me back they never did I called again and the same response. I finally talked with someone who got the same tech out (8/3) (I had no idea he was coming and after several calls I found out he was coming and now he said I needed a new part. Now 8/7 I called to get an update and the service center is unavailable and has no agents to talk to I usually buy my appliances from them but have seriously considered and will never be ordering from them again and I will be telling friends and family the same thing. There is no follow up after you are promised a call. I asked to speak to a supervisor and was told one would contact me in 24 hours which is ridiculous. I just want a new washer at this point because I dont trust them to fix it
Business Response
Date: 08/15/2024
Thank you for bringing this to our attention. We've reached out to EPIC, your extended warranty provider, to get an update on your service request. In the meantime, you can also contact EPIC directly at ************** for further assistance. We apologize for the inconvenience and appreciate your patience as we work to resolve this issue.
Initial Complaint
Date:08/01/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 6/29/2024 I purchased an electric range, clothes washer and dryer from Airport Home Appliance in ********* ********** from salesperson *********. I was asked whether the power outlet for the range and dryer was 3-pin or *****. I did not know so the salesperson charged me for one of each for both the range and dryer. He stated that I would receive a refund for the unused power cords. Each power cord was $29.95. The appliances were delivered on 7/5/2024. Not hearing back from Airport Appliance I've left 2 voice mails for the salesperson which have gone unanswered. I also called customer service on 7/27/2024 in which that person stated they would send a message to the store and I would get a call back from them. This is now 8/1/2024 and I have not received any return calls or refund. The resolution I am expecting is the refund for the 2 unused power cords for a total of $63.97 with tax.
Business Response
Date: 08/10/2024
Hello,
After investigating the situation, we regret the amount of time it has taken to fulfill your request for the refund. We have confirmed that you were charged for 2 cords for the dryer and 2 cords for the range that were installed on 07/05/2024. We have successfully processed a refund for the 2 unused cords valued individually at $30.16(including tax) and $32.27(including tax). The credit should be posted to your account within 3-5 business days. We have raised this issue to our ******************** team to ensure communication is always maintained between customers and the store/management in the future.
Customer Answer
Date: 08/13/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I have confirmed that the refunds were received for both the extra cords that I was charged.
It was disappointing to me that this had to escalate to this level to get a response from Airport Home Appliance regarding this matter.

Sincerely,

*****************************
Initial Complaint
Date:08/01/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We brought a washer machine which was delivered on 7/26/24 after just 3 washes and four days is not working. We contacted Airport appliance and they sent out a repair tech. They said they will not replace the defected washing machine because of a policy saying they are not responsible for any product that is in the possession of the customer over 48 hour. The ** tech says that the pump is broken. So how is it that they are allowed to sale a defective product and not reimbursed the customer which is me.
Business Response
Date: 08/01/2024
We apologize about the inconvenience the defective washer has caused you. Our delivery records show that the washer was delivered on 07/23/2024
and the issue reported on 07/29/2024. As stated in our return policy, anything reported after 48HRs must be handled by the manufacturer's warranty, if the manufacturers deem the unit not repairable, we will be happy to exchange or return the unit.

We will reach out to the manufacturer on your behalf to help you set up service and diagnose the unit, if the manufacturer deems the unit to be not repairable, we will be happy to issue a full refund or exchange. Please expect a call from our service department within 48 hours.
Thank you in advance for your understanding.
Customer Answer
Date: 08/01/2024

Complaint: 22075513

I am rejecting this response because: despite there policy we should not have a washer that is defective. We have been without a washer for 7 days as of today. Who is going to pay for my clothes to be washed and the gas that it is going to take to drive there and back home. This is unacceptable and their policy should be changed.

Sincerely,

***********************
Business Response
Date: 08/07/2024
We acknowledge your dissatisfaction and are committed to facilitating the process for you. The manufacturer is capable of rectifying the issue with the appliance or providing a replacement in the event that the appliance is irreparable or meets specific criteria. However, it is imperative that they are afforded the opportunity to initiate the aforementioned course of action. According to our records, on 07/31/24, the manufacturer proposed ordering the necessary parts and conducting repairs on the appliance, which you declined. Subsequently, your last communication with us has impeded our ability to arrange a follow-up service. In the absence of your authorization to proceed, Airport Home Appliance is unable to advance efforts towards resolving the matter.

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Airport Home Appliance is NOT a BBB Accredited Business.