ComplaintsforMidland Appliance Ltd.

• Initial Complaint

  12/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a brand side by side commercial sized fridge and freezer in October 2023. Since purchasing it the freezer has never worked. After much wasted frozen produce we contacted Midland advising of the problem. After a couple of months of complaining a repairman was sent to look at the problem. We were told parts were on order and that someone will come to fit when received. So in around December 2023 it so called repaired. Then in June 2024 a loud noise omitting and a burning smell coming from the freezer we called Midland once again. The repairman came after another week to check the situation. He said the motor had gone and that there may be a leak in the mechanical motor. With our only child getting married next week and many over seas family members arriving we asked to have the new appliance replaced rather than repaired. Especially if it is a continuous issue and we expect a new appliance to operate and not be repaired so quickly. The sales agent said that was not possible after she spoke to the company ****** and ******. I was advised to get it repaired once again and purchase extended warranty??? I have a faulty appliance which had never worked and it needs to be replaced.

  Business response

  24/07/2024

  
  Hello,

  Midland Appliance took steps to support this customer. Our salesperson was in contact with the client, even on his days off, to provide updates. The service was set up on his first phone call. It had been escalated because the part was on back order from the manufacturer. Our service team did their best to source the part from other places as well, and even tried to get a brand new replacement from ****** & Paykel but they would not accommodate. 

  Our service manager contacted the manufacturer to ask them to exchange the fridge because the client has waited 3 weeks for the parts but they refused. We have since received the parts and attempted to book service with the customer, but he has declined service/ requested to hold off because he is dealing with BBB.

   

  
  

  Customer response

  02/08/2024

   
  Complaint: 21978535
  
  I am rejecting this response because:

  as per our last conversation with Midland, we do not feel comfortable receiving new parts on this machine. The reason for this stems from two main causes, firstly the freezer has broken down twice in the first 6 months of use, each time requiring us to wait for someone to come repair the unit and each time resulting is financial and material losses of all our produce in the freezer. The repair is never swift and easy, rather it takes weeks to schedule and usually multiple repairmen. The first repairmen to arrive has both times left due to the issue being to complex for them to repair. 
  

  Secondly, based on our last phone call with Midland, they have pushed for us to purchase further warranty for this brand new freezer unit as they are saying themselves it is vary hard for them to guarantee it will continue to operate without another breakdown or repair. This came straight from Midlands office, they have also complained that it is hard for them to continue to help us, as well mentioning if we are so worried we need to keep buying warranty. 
  

  This is not the correct way for a sales company to sell any product. They should not have sold us a product they do not back and support themselves. Midland has instead thrown much of the blame to ****** & ******. We as the customers do not deserve to be given this stress and left feeling stranded. When we bought this appliance Midland gave us every reassurance that all our warranties will be honored. We bought this appliance from Midland, on the word on Midland, as the situation stands now, we find Midland trying to remove themselves from this problem and leave us to deal with ****** & Paykel. At the time of purchase we can all recall Midlands salesman, I will not mention yet, as stating if the unit does not work, do not worry you are u dear warranty, ****** & ****** will replace it under warranty, they are a great company. As a family we are very concerned and upset. We do not want this faulty unit and we respectfully ask that Midland keep to its word and provide a new unit for us. 
  
  Sincerely,
  
  ********** And *******************

  Business response

  08/08/2024

  Hello

  After connecting with our sales management team, I have been advised that the product was purchased with warranty with the understanding that the appliance came with a 1-year manufacturer warranty, not a replacement warranty.

  Midland has taken actionable steps to rectify the situation for our valued customer but are limited in what can be offered to satisfy the requests of the client.

  We sold the appliance as a brand new unit. There may have been a misunderstanding when extended warranty was discussed as our salespeople are not permitted to state that a manufacturer would replace the appliance if there was an issue with the product during the warranty period; the statement in quotations is not accurate or true fact. Our salesperson has also been in touch with the customer and has explained all the details to the customer.

  Parts are available and the manufacturer has attempted to schedule service but the customer has declined. See below from our service department regarding this customers pending service call.

  From ****** & ************** manager:
  "Totem has the parts and is ready to go but he wouldnt confirm an appointment, first he told them to hold off as he was trying to get a replacement. Now hes told them to hold off as his son is getting married. ***** currently has the call booked for the 12th."

  Please let me know if you'd like to coordinate a phone call or other communication with our sales management and service department, either with BBB and/or BBB + customer.

• Initial Complaint

  12/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I HAVE ORDERED A LIST OF APPLIANCES FROM MIDLAND APPLIANCE RICHMOND SHOP IN 2023. THEY PROMISED TO DELIVER THE PRODUCTS IN DEC 2023, HOWEVER, DELIVERY WAS DELAYED. AND NOW IS ALREADY MARCH 2024, I STILL HAVEN'T RECEIVED ANY APPLIANCES, WHEN I CALL THEM FOR A REFUND, THEY DO NOT ACCEPT MY REQUEST. THEY JUST SENT ME AN INVOICE ASKING ME TO PAY FOR THE REST OF THE **** AMOUNT, HOWEVER, THERE IS NEVER A BREAK DOWN OF EACH APPLIANCE PRICE, THE INVOICE ONLY SHOWS A TOTAL PRICE OF MY 12 APPLIANCE *****. I WANTED TO KNOW EVERY SINGLE PRICE OF THE ***** BUT THEY SEEMED COULD NOT PROVIDE THAT. I THINK THIS IS NOT APPROPRIATE AND UNREASONABLE. I WOULD LIKE TO GET HELP ON MAKING A REFUND REQUEST IN THIS CASE.

  Business response

  01/04/2024

  Hello. Please see below message from our Richmond Showroom Manager that was sent on march 30th, 2024: 

  We have rectified the problem with the client and she's agreed to stick with the same package and will finalize the deal with us in the coming days. She is no longer seeking a refund.  

*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. ↩