ComplaintsforAppliance Solutions

• Initial Complaint

  02/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I went to appliance solutions to purchase an electric dryer to match the washer I had previously purchased from this company. The sales woman, Ms. Victoria stated they did not have the dryer in stock, but did have an updated version available. I told Ms. Victoria that I wanted the one that goes with it. She replied that if I purchased the dryer that it would be a few weeks out, but not later than January 22, 2022. I agreed. I asked her to put $1,000 of the cost on my capital one credit card, and I payed $320.00 in cash. On January 22nd I didn't receive a call about delivery. It was Saturday, so I waited until Monday and called. The salesperson I talked to said it wasn't in. I told her that I had been waiting a little over a month and wanted to cancel it. She replied she would cancel it but would I like to continue with the transaction if I was offered a better dryer, worth $200 more. I was hesitant, but decided to not cause a hassle. She stated they could have the dryer delivered and installed by Friday. The delivery guy arrived on time but discovered that the dryer was not the right one. The dryer sent was a gas and I needed an electric. When I called to get some assistance, several people gave me different information. The lady that I had spoken with that promised the updated version for the wait, wasn't around. I had to talk to the delivery guy. I explained him everything that had taken place, and that I was coming to get my money back. I was told I would be charged 20% of the total. In the contact it states, Customers will be charged 20% for special order items if returned. This was not a special order, this was a continuation of a contract that was breeched when the dryer did not come on time. The sales woman deceived me by telling me she would give me an updated version for the wait. The dryer that they brought was actually the dryer that I ordered on December 22, 2021. They only gave me $1075.00 back and I wasn't aware of that until a few days later.

  Business response

  03/08/2022

  Business Response /* (1000, 5, 2022/02/21) */ Thank you for bringing this issue to our attention as we thought this was resolved. When the issue arose at the time of delivery, I had talked with Ms. **** on the phone when it was discovered that she had ordered a gas dryer, and her laundry room was only setup for electric. There is currently a hefty rebate in the amount of $450-$550 offered up from the local gas company. In this particular case, Ms. **** would have saved close to $500 by purchasing the gas dryer over the electric. We often present rebate information to customers in hopes to educate and look for ways to save them money. We however, cannot help if the customer does not have the ability of using a gas dryer and strongly urge them to check prior to purchasing to not prolong delivery or their buying process. If Ms. **** would have verified prior to purchasing this problem would not have taken place. Obviously, When our installer told Ms. **** of the issue, she was not happy about having to wait further when she found out the special ordered gas dryer would not work for her home. When items are special ordered, especially during this time of shipping/manufacturing delays, we are given an expected arrival date. In most (90%) cases, the manufacturer will move that date out further. As an appliance retail company solely reliant on manufacturers delivering product to us to then sell and deliver to our customers, we have learned that the dates given are not always accurate and will pass that information along to the customers. At the bottom of each sales receipt states "No returns on special orders. A 20% restocking fee will be added to any special order item if cancelled." Ms. **** purchased a special order item. Appliance Solutions was entitled to not take the item back nor issue a refund. However, I had told Ms. **** on the phone that we could take it back, but we would have to charge her a 20% restock fee, unless we could help her reselect to an electric dryer. I then gave her the information of the electric comparable dryer that would match and that was actually less than what she had spent. She declined and said she would be at the store for her refund. I also had the privilege to talk with Ms. **** in store when the refund was given. I tried again to instead charge her the restock, offer her the matching electric dryer for less money. She declined and proceeded to slander me and the store. I'm finding a bit of untruth in Ms. ****'s statement, as everything was discussed multiple times during the phone conversation as well as in the store. We wish Ms. **** the very best in the future, and appreciated the opportunity to possibly help with her appliance needs.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/19/2021 I purchased an Amana refrigerator for $1644.65 (including warranty). Model number: ********** Serial#: ***XX XXXXX The refrigerator is defective and Appliance solutions is refusing to replace the refrigerator even with a warranty. The warranty is good for 5 years and covers replacement if the fridge is not fixable. The wall of the freezer has a gap and was sold to me already defective. This causes ice on the door of the freezer, and now the fridge is not working well because it is freezing the produce on the fridge side as well. Their only solution to "fix" the item is only to caulk it. The manager Matt, at 10324 E 71 ST Tulsa OK 74133, does not want to replace the refrigerator and said I needed to talk to whirlpool. Whirlpool says they only service their appliances, they dont replace them. Whirlpool says the store should be the one replacing the item. Matt refuses to replace the fridge and has stopped returning my calls. I first notified them on 07/26/2021, only a week after I purchased the item, that the fridge was not working properly. They did not return my calls for three weeks. By the time they returned my call, after constant calling, and sent a service person out it had already been past the 30 days. I only had the 30 days to get a complete return. The service person did not come out till the week of 08/16/2021.

  Business response

  11/04/2021

  Business Response /* (1000, 5, 2021/11/04) */ Good Afternoon, My apologies for any inconvenience this has been Mrs. **********. My sole intention here is to explain our policy as well as the manufacturer's policy that we must honor. This will show why we as a small business cannot replace Mrs. **********'s refrigerator, but will of course work alongside and assist however much Whirlpool will allow. Per our Service Manager, Suzie: "The refrigerator was purchased on 7/23. The customer called to report an issue on 9/8. Sales emailed me a message and transferred her to Service. The customer was demanding an exchange due to it not sealing and frost building up. I explained that she was past her 30-day return/exchange policy and would need to contact the Manufacturer to request an exchange. I set her up for service through the Manufacturer on this day through Factory Appliance Service. They were not able to accommodate her and was then scheduled with *************************. The customer called our Service Department on speaker while ************************* was there. The Technician said there wasn't a way to fix it other than silicone and that he was calling it in putting it on his paperwork." If ************************* did not call in to Whrilpool's Tech Line to have Whirlpool deem this refrigerator unrepairable, Whirlpool will still want to repair the unit. The manufacturer is responsible for this repair and/or replacement. My recommendation to Mrs. ********** would be to call ************************* and ask them to report their findings to Whirlpool. Then to follow up with Whirlpool to see what needs to be done to get her refrigerator exchanged. Again, my apologies. We have reached out to Whirlpool on behalf of Mrs. ********** and they state that they have not been able to attempt solve the issue as Mrs. ********** has not contacted them. We hope this can help resolve any issue. Consumer Response /* (3000, 12, 2021/12/09) */ ***Document Attached*** Business Response /* (4000, 14, 2021/12/15) */ Good Evening, We received confirmation that this complaint was assumed resolved by the BBB on November 19th, nearly a month ago, due to no response from the customer. As stated in the previous response, we've offered our assistance to come along side Mrs. ********** and provide any necessary information to help resolve this issue with the manufacturer. It's obvious Mrs. ********** is not willing to help resolve this issue, as all she would need to do is contact Whirlpool Customer Service and give them an opportunity either fix the issue or replace it if they so deem the item unrepairable. Again, Appliance Solutions has contacted the manufacturer on her behalf and notated the issue. Mrs. ********** now just needs to reach out to the manufacturer to see how they can resolve this issue. The contact information has been provided prior, but in case she needs it again: Whirlpool Customer Service X-XXX-XXX-XXXX. We wish Mrs. ********** the best, and hopefully she can reach out to the manufacturer to solve her issue quickly. Best, Matt **** Appliance Solutions Consumer Response /* (3000, 21, 2021/12/30) */ This case has NOT been resolved by any means. The store manager, Matt, throws out a lot of words about "store policy". Which store policy? He seems to conveniently ignore his 30-day policy return. How about that policy? What about the call I made 4 days after the refrigerator was delivered? And, again, I did already talk to Whirlpool. They said the store handles the returns. Funny, when a person buys a pair of shoes and there is a defect, do they return the shoes to Nike? When you buy a computer and there is a defect, do you return the computer to Samsung? When you buy a car, do you return the car to Ford Motor Company? NO, you take it back to the store or dealership where you bought it to make it right! For goodness sake, One of the main jobs of a store manager is to make things right with the customer. I am not asking for something unreasonable. A brand-new refrigerator with a defective lining should be exchanged for a new one that will not build up ice on the walls of the freezer and does not freeze the produce in the refrigerator. To me, there is no doubt that, Matt, of Appliance Solutions, is NOT operating in good faith. He is clearly, openly, and blatantly, passing the buck. Hiding behind "the store policy". But only the one most convenient for him! Showing he does not consider himself accountable for all of his store's policies nor the assurance of quality of the products he sells at Appliance Solutions! Business Response /* (4000, 23, 2022/01/05) */ Good Evening, As stated in the previous responses, we've offered our assistance to come along side Mrs. ********** and provide any necessary information to help resolve this issue with the manufacturer. It's obvious Mrs. ********** is not willing to help resolve this issue, as all she would need to do is contact Whirlpool Customer Service and give them an opportunity either fix the issue or replace it if they so deem the item unrepairable. Whirlpool offers a manufacturer warranty, as they built the product. Any defect would be warranted for repair or replacement under their 1 year manufacturer warranty. Again, Appliance Solutions has contacted the manufacturer on her behalf and notated the issue. Mrs. ********** now just needs to reach out to the manufacturer to see how they can resolve this issue. The contact information has been provided prior, but in case she needs it again: Whirlpool Customer Service X-XXX-XXX-XXXX. We wish Mrs. ********** the best, and hopefully she can reach out to the manufacturer to solve her issue sooner than later. The manufacturer's warranty will be expiring mid-July. Best, Matt **** Appliance Solutions

*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. ↩