ComplaintsforMyers Appliance Service & Sales, Inc.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Whirlpool refrigerator from Myer's on July 8, 2021 & it was delivered July 9th. It broke 1 week later on July 15th and Myer's will do nothing to help. It is now November 18th and I still do not have a working refrigerator in my house because I have had to deal directly with Whirlpool who has tried to fix it twice, tried to delivered 2 refrigerators with dents to replace it & one the wrong model. I wanted to avoid dealing with a huge company like Whirlpool so that's why I bought from a small business, but they did nothing to help us and I would never recommend them to anyone.

  

  Business response

  11/19/2021

  This is the first I am hearing of this issue, so I have not even had the opportunity to help until now.  It is very likely that when the failure occurred, the customer was directed to call the manufacturer to schedule a "Factory Service" repair or replacement.  That is standard practice with any refrigerator, so that the customer may also make claims for food loss directly to the manufacturer.  When we are notified of delays in this process, we generally offer to deliver a loaner refrigerator to the customer until their unit is repaired or replaced.  Again, without knowledge of the situation, we can't make this offer.

  It looks as though Whirlpool has deemed the unit unrepairable and has offered to replace the refrigerator.  As to the three attempts Whirlpool has made to replace the unit, it sounds like a very unfortunate series of events.  I doubt that the series of events has anything to do with dealing direct with the manufacturer.  If I had gotten involved earlier, I would have relied on the manufacturer to ship me the replacement unit.  I would have been delivering the same damaged units.

  I would be happy to contact the manufacturer on the customer's behalf.  Aside from taking responsibility and replacing the unit, I'm not sure what other action the manufacturer can take to solve this issue.  And it looks like they are trying to take care of the customer.  While I'm sure the customer is very upset, it looks like they are being treated very well.  I would assume that Whirlpool would refund the customer's money if they asked.  I'm sure that would make more sense to them as well.

  Customer response

  11/22/2021

   I am rejecting this response because:
  

  It is not my fault that his employees did not relay my phone calls to him in regards to our refrigerator breaking after one week. I was told I had to deal directly with Whirlpool once it was in my house. I did that and when I was told they couldn't even come out for 3 weeks to look at it, I called Myer's back to see if there was anything else they could do to help. They reluctantly said they might be able to give us a loaner fridge in the interim, but they were pretty sure all were out to other customers (also indicating to me that I am not alone in my issues with them). I received a call back about a week later that they did get one back and could bring it to me, but I had already borrowed another refrigerator so I declined and said that they could use it for someone else that needed it. I did ask if I could get a refund and put that money towards a different refrigerator and they said they'd have to ask **** (I think that's the name they gave) and call me back, but they never did.

   

  Although my primary complaint is with Whirlpool, I am also very disappointed in this small business's customer support. After recently posting about my problems on social media to warn others, I found out I am not alone and I have at least 4 local friends currently dealing with similar issues on different appliances all under a year old purchased at Myers Appliance.

   

  As far as his statement supporting Whirlpool in this matter, that infuriates me. The second time the refrigerator broke (it was only 2 months old at the time) and was deemed unrepairable after waiting another 2 1/2 weeks for them to come out and look at it, I have had to wait 2 1/2 months for a refrigerator and still do not have it after 3 attempts with them bringing a dented one, the wrong model & another dented one. If he was the one that did not have a refrigerator in his home for this long, he would not find it fair or acceptable either. 

  

  Business response

  11/22/2021

  It sounds as though the customer just confirmed everything I stated...  Rather than their first statement of "Myers will do nothing to help".  Looks like we offered them a loaner and they refused it because he borrowed from a friend.  While it isn't ideal, I think a loaner refrigerator is more than any of our competitors would have offered.  We can't just magically make a refrigerator start working, I wish it was that easy.  Once again, I would suggest the customer call Whirlpool and express their frustration.  I can't imagine Whirlpool not being willing to offer a refund.  The customer is also more than welcome to come in and select a new model.

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