ComplaintsforZilges Appliance Center

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and i purchased our first fridge, a GE GT519, from Zilges sometime in January 2022. I can not find the exact receipt but i know with the extended warranty it was over $1000. In april of 2022 the compressor stopped working, then restarted working again. When it restarted working, it was running very loud and vibrating the appliance. We did incur some food loss from this happening. I called Zilge's appliance in ********** ** about the issue and spoke to ***** Zilge, the gentleman i originally purchased it from in January, almost 3 months prior. I explained the problem clearly to him and his service tech. I also told them both that if this happened after only three month's i would rather upgrade to a more trustworthy model that won't break down than go through this again with same model. ***** said i could upgrade but he would only give 85% credit on the broken unit, even though it was under warranty. My wife and i picked out a GE side by side and payed an additional $1266.88 over the credit received for the 3 month old unit. I also payed an additional $70 for the extended warranty. This was on 4-22-22. On 6-12-22, less than 60 days after delivery/install, i was getting milk out of the fridge and the door fell off. All three screws that hold on the bottom hinge pulled out of the metal. I contacted Zilge's on 6-13-22. They came on 6-15-22 to my house, found they could not repair it, so they loaded it up and took it with them. This is 2 fridges in less than 6 months. Both times i had to bring my garage fridge back into my house to use. I spoke to ***** Zilge and he wants to replace the fridge for me. I told him i really do not want another appliance with all these problems. The door falling off could have seriously injured my wife and family had i not been there. I am afraid of what the replacement fridge will have wrong with it. At this point i just want to have a refund and be done with the whole situation. (content shortened for space)

  Business response

  07/01/2022

               GOOD DAY *****************************

      ******************** PURCHASED A NEW 19FT. TOP FREEZER, REFRIG FEB.12-22. WE DELIVERED FEB 16.

  HE CALLED SOME TIME EARLY APRIL.  WASN'T HAPPY WITH THE NEW REFRIG, TO NOISY. BUT HE DID NOT WANT US TO COME AND LOOK AT THE **** HE ASKED IF HE COULD EXCHANGE FOR SOMETHING DIFFERENT. THIS IS A COMMON APPROACH WE HEAR WHEN PEOPLE DON'T LIKE THEIR 1ST CHOICE.  I TOLD HIM YES WE WOULD EXCHANGE. HIS COST TO EXCHANGE WOULD BE $135. FOR A 2ND DELIVERY, HE LIVES ABOUT 50 MILES AWAY, & A LITTLE DEPRECIATION. THE BALANCE WOULD BE CREDITED TOWARD THE ***** OF THE NEW UNIT. WE ALSO TRANSFERRED THE EXTENDED WARRANTY HE PUR. HE THOUGHT THAT WAS OK.

       THE 2ND **** HE PICKED OUT WAS A 25FT. SIDE X SIDE REFRIG, QUITE A DIFFERENCE. HE ALSO CHANGED FROM WHITE TO A STAINLESS STEAL COLOR. WE DELIVERED THIS REFRIG. ON 4-27-22. ALL SEEMED TO BE OK. ON **** HE CALLED AND SAID THE REFRIG DOOR FELL OFF ! A DOOR ***** BROKE OFF. THIS WAS AFTER WE HAD REMOVED THE DOORS TO GET **** INTO THE HOUSE AND PUT DOORS BACK ON, HAVING NO PROBLEM TAKING ***** OFF AND PUTTING BACK ON ?

  BUT ON **** WE WENT OUT TO LOOK AT THE REFRIG.  WE FOUND ALL 3 S**** HOLES THAT HOLD THE ***** ON WERE STRIPPED. THIS IS SO UNUSUAL THAT THE **** DOESN'T HAVE A REPAIR FOR IT! I TOLD ******************* THAT WE WOULD EXCHANGE THE REFRIG AGAIN. THIS TIME THERE WOULD BE NO CHARGE BECAUSE IT MUST BE A **** PROBLEM ? WHEN I CALLED THE *** MY REP. QUESTIONED THE LEGITIMACY OF THE PROBLEM AND SAID ALL HE COULD AUTHORIZE WOULD BE TO REIMBURSE US FOR IMPROVISING A REPAIR.

       IN THE MEAN TIME ******************* SENT THE DAMAGED REFRIG BACK TO OUR STORE. HE SAID HE HAS HAD 2 LEMONS AND WASN'T GOING TO GET ANOTHER REFRIG FROM US.  I CALLED ******************* LATER, AFTER I SPOKE WITH OUR DELIVERYMEN. I TOLD HIM THAT WE WOULD ONLY EXCHANGE.  HE WASN'T HAPPY ABOUT IT BUT HE AGREED. THEN HE GOT ON LINE WRITING SOME NASTY NOTES AND WROTE TO YOU.  WE HAVE NOT EXCHANGED YET BECAUSE THE REFRIG WAS ON BACK ORDER. I EXPECT IT THIS WEEK.

       THIS IS WHERE WE ARE TODAY, WAITING.

  THANK YOU FOR YOUR EAR.

  Customer response

  07/07/2022

   
  Complaint: 17439020
  
  I am rejecting this response because:

  First off, i did not exchange the first refrigerator because of size or color like he thinks.  It was like i said, the compressor quit and then proceeded to get very noisy and vibrating the unit and my floor.  His guy who came and removed it even said it shouldn't sound like it did.  Regardless, i did change to a more expensive model in hopes that it would not have the same fate of failing like the first did.  Except it did, and here we are.  I believe i have made myself clear in the fact that i do not want any more of ***** Zilge's appliances in my home.  Both his appliance's failed in less than 6 months total time and i have never had problems with appliances before this from other places.  I do not blame him for these occurrences but i do expect him to understand the hassle of moving my garage fridge into my house every time his fail and that i do not want to do it again.  I informed him that i do not want a replacement and that he can keep it.  He does not accept this, i do not know why.  As far as i am concerned i am finished.  I just want other customers to know what they are getting into if they buy an appliance from him.  No nasty notes like he thinks, just the truth.   ***** is unapologetic, has poor customer service, and a bad attitude.  His delivery and service people have been top notch, I just do not want to deal with fixing every refrigerator i get from him until the warranty runs out.  So bottom line, I do not expect anything more and I appreciate the help with mediation.  
  
  Sincerely,
  
  *****************************

  Business response

  08/04/2022

  I JUST READ ******************* REPLY.  THERE IS NOTHING ELSE I CAN SAY WITH OUT JUST ARGUING. WE DON'T AGREE AND THAT IS IT. I APPRECIATE THAT HE SAYS
  `I DO NOT EXPECT ANYTHING ELSE'.  HOW EVER, I WILL SEND HIM A REFUND CHECK FOR $900. WITH THIS, WE WILL BOTH BE OUT APPROXIMATELY THE SAME AMOUNT OF $$

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