ComplaintsforAppliance Outlet of The Virginias, Inc.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 8/17/23 I purchased a dishwasher & agreed to pay $175.00 additional for them to install. I was told it would be in within a week. I followed up on 8/28 & was told it should be in 9/1. We set up an install date of 9/6 between 12PM-2PM. I took the day off from work to be there. At 2:30PM I called the office that no one had called or shown up. I was put on hold & hung up on. I called back & was told they had other customers in front of them & for me to call driver for "you guys to work it out". I called & texted driver with no response until 5:30PM. He said the road was blocked so they left. I said you could've called or just gone around the block instead you left me hanging. They hurried through the install. The next morning when using the dishwasher for 1st time there were left over parts in the tub, the kickplate was only attached at 1 end so it caught the door in the down position & made a loud noise when the tension released. I removed kickplate to not cause any further damage. The door is not centered so it blocks a cabinet drawer. I went in person 9/11 to talk to owner Steve Genger about my experience. He said he would call on 9/13 before they came back to the house between 12PM-2PM. I received no phone call & they did not show up for our appointment. I had my phone on me all day & had taken another day off to finalize this re-install. At 7:07PM on 9/13 I sent Steve an email that said I expect to receive a refund for the $175.00 for the install that was done improperly & not showing up for our appointment to reinstall. I submitted a review on ****** where he responded he called & left message. This is a lie that he repeated throughout our conversations from the beginning. I watched him write my number down twice at the top of my invoice so he had right #. He is gaslighting me even though I can provide my phone records that clearly proves no calls were made to me. All I want is my $175.00 refund for the service I paid for but was not provided.

  

  Business response

  09/14/2023

  We are sorry that there was street paving in front of your home yesterday- we were unaware of the construction on the day of delivery.  We told you it would be between 11 and 3.  You did notify us of the construction on the day of the delivery, but it was after our delivery drivers left to come back later in the day when the street was clear.  You told us that a construction worker notified you that our truck tried to make the delivery, and we tried to accommodate you by delivering later in the day.  You were not satisfied and said our delivery drivers should have either gone a different direction or parked their vehicles where the construction was happening and walk three homes down the street to talk to you.  Neither option was a safe one for our drivers as the construction was taking place.  Our crew returned in the afternoon and installed it.  Our repair person **** called your number ###-###-#### at 11 am yesterday and left a message to call us back if you wanted him to re-attach the kickplate and move the dishwasher 1/8 of an inch to the left so the drawer to the left of the dishwasher would not touch the dishwasher.  We received no call back from you yesterday.  You have a functioning dishwasher and we would be happy to come back to put the two screws back on the kickplate and move the dishwasher a little to the left.

  Customer response

  09/28/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Good morning, I wanted to follow up on my compliant that I submitted.  The business owner responded, but the majority of what he said is not true which he knows and I have phone records to prove he is lying.  I wasn’t able to respond to his statement on the website except to select “I do not accept the response offer made by the business to resolve this complaint”. There were no phone calls made to me as he claims. The times he mentions are made up because he can’t keep straight what lies he has told.  The install was late and done incorrectly then they did not call or show up for our second appointment.  I will not make another appointment with this company as I cannot trust a word they say. Even if I did, I would be the fool waiting around for them to call or show up.  I already took 2 days off from work for this and I still don’t have a dishwasher that is installed properly.  They have no intentions of making this right now that they have my money. I just want the $175.00 back for the service I was charged but did not receive. Thank you for your consideration!****** ****** 

  

  Business response

  10/12/2023

  I just want the $175.00 back for the service I was charged but did not receive. YOU PAID FOR INSTALLATION AND THE DISHWASHER WAS INSTALLED CORRECTLY.  THE KICKPLATE ATTACHED BELOW THE DISHWASHER CAME OFF AND NEEDS RE-ATTACHED WHICH WE ARE HAPPY TO DO.  A DRAWER NEXT TO THE DISHWASHER RUBS IT WHEN IT OPENS, SO WE CAN LOOSEN THE TWO SCREWS WHICH ATTACH THE DISHWASHER TO THE COUNTERTOP AND SHIFT THE DISHWASHER OVER SLIGHTLY AND RETIGHTEN THE SCREWS.They have no intentions of making this right now that they have my money. WE OFFERED TO MAKE IT RIGHT BY FIXING THE TWO ISSUES.

  Customer response

  10/13/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.In your latest response you quote in all caps "you paid for installation and the dishwasher was installed correctly", however you go on to explain all the things that were done wrong and still need to be fixed.  That is the definition of an install that was done incorrectly.  The kick plate was screwed in one side but not the other.  The one side that was not fastened actually had a screw of a different size and shape put in BEHIND the kick plate leaving it hanging out so it caught on the lip of the door when in a down position and made a loud popping sound when I lifted the door up back in place as the tension released forcefully. I had to take the kick plate off completely as to not cause further damage. The dishwasher was not put into place straight so it rubs on the drawer beside it blocking that drawer from opening.  I actually have to lift the door up and slide it to the left to lock the door in place for the dishwasher to function.  I feel I have been more than accommodating considering I spent a large amount of money, gone to your business to talk to you in person to show you pictures and discuss a solution, took two days off from work for an improper install and when you didn't show up for our 2nd appointment nor called even after our in person conversation. I waited ALL day with my phone by my side for you to show up and nothing.  You know you didn't show up or call because it wasn't worth your efforts at that point as you already had my money. As stated previously I have the phone records I can present anytime that proves that fact which you know is true.  Instead of taking the high road and possibly saving a customer relationship who by the way is in the market for other appliances that I will NOT be buying from you, you chose to try and cover up the fact you didn't fulfill your commitments and made up excuses that you were constantly changing because you couldn't keep straight all the lies you've told.  Instead you belittle your customer and blame them for you not doing your job to provide a positive experience to ensure future business from me, my family, friends and business associates.  I will never accept any offer from your business to fix these ongoing issues at this point because you have shown multiple times you cannot be trusted and you will not call or show up for your appointments. I refuse to take anymore time off from work to deal with your empty excuses.  Based on these facts that you admit to and I have proven again and again, I am due a refund of the install charges - no more, no less.  Regards, ****** ****** 

• Initial Complaint

  05/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a microwave and dishwasher in 10/20. Due to covid, I understood about the delay with everything. They were delivered in January. My kitchen remodeling had been completed in November and they returned to install. The dishwasher was damaged and I contacted AO. I was told by ***** to go ahead and install and they would be replace the front cover. Well the dishwasher wouldn't lock as well. So I had to call and tell them and they got a repair CO to come out. They had to order a new latch. So a couple weeks later that was installed and could finally use the dishwasher. I contacted them over and over for months and was told it will be there next week or would check on what's going on. About a week or so ago, I got a response, giving me numbers to LG and for me to check on status. Well last week I was contacted by the repair Co and they said they would order the faceplate??? I thought this thing had been ordered and ordered since January. Somehow they got it in the same week now.

  

  Business response

  05/07/2021

  *** ********* ****** has the panel and is scheduled to install it with you on Monday.  It was on backorder, then cancelled after the service was scheduled and completed on the door latch.  Sorry for the trouble, we will send you a 3-year extended warranty at no charge for a full 4-year warranty covering all parts an labor.  Please allow 3-4 weeks for the warranty contract to arrive in the mail.Appliance Outlet

  Customer response

  05/07/2021

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** *****

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