ComplaintsforUndervalue Appliances.ca

• Initial Complaint

  21/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called undervalue appliance, hoping to of purchase a scratch and dent or a refurbished, washer and dryer. I spoke to ****** who I believe is the owner of the company. I was inquiring about a ****** set that was listed in the website I was asking how old it was and he said he wasn’t sure. I asked was it a few years old and he said yes probably. He said if I paid for the unit online, he would go to the warehouse and give me the serial numbers and so forth, so I can check for sure. Foolishly I paid and when I got the serial numbers back, the unit was about 13 years old. I then called that same day, very concerned, that the unit was that old. I was wanting to get my money back and he got quite upset and said he does not give out refunds. I was then feeling very stuck, stressed and upset. He said he might be able to find some thing a little bit younger. He called me back later saying he had an LG unit that just came into the warehouse and he believed it was a 2022 unit for the same price. I said great if it’s 2022 that would be fine. He proceeded to tell me that I had to pay for that unit before he would refund me the money from the other unit. I found it a little bit unusual and it sent up a red flag to me. Both units were exactly the same price and he had already received the money for the first unit I bought, but have not received. I said can’t you just exchange them. He said it doesn’t work like that. He deals with a few different people. I asked if I could go and look at that unit but he said no. He wanted me to pay a second time for this other unit when he already had the money from the first unit. Then he would refund me the money from the first unit. I did not want to do that as I already paid once for merchandise that I have not seen, nor am I allowed to go look at or have received. When I receive the serial numbers for this unit that he claims is 2022 it said that it could be 2012 or 2022. Looking at the pictures in the photographs that he sent it is definitely not a 2022 unit. The metal logo on the front of the washing machine is all worn and that would not have happened over the course of one year. Therefore the unit was a 2012 unit Again I am dealing with an 11-year-old Apliances. Ultimately, I would like to have a refund although he claims he does not give refunds , I have a lot of red flags that are leaving me quite concerned about this transaction. Please could you assist me in resolving this and ultimately receiving a refund, considering I have not received any merchandise as of yet. I have added pics of the conversation in text messaging as well as we have spoke on the phone. A receipt is also enclosed. Stressed Out! Thank you, ******* ***

  

  Business response

  21/04/2023

  Have spoken to buyer over the phone everything is resolved. Buyer was confused how our business operates, which has been explained to buyer. We do not offer refunds and are making an exception for the buyer (*******), however, this process takes time.

  Customer response

  24/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: what was said by this company in  his response was totally untrue and incorrect. I have not had any contact with this business since I have sent this complaint in originally. Nothing has been misunderstood as he is stating. I have emails  stating my claims.  My friend,  also was listening into a couple of conversations over the phone that I had with this company  

  This company showed up on Sunday to deliver the appliances that I originally purchased. Those appliances were canceled a while ago as I have a receipt to prove this   I did not receive my money back for these units, as he said he does not do refunds   ****** said he would look into finding something that was a little bit younger for me. He did find another set that was 2022 and said that I would have to pay for that set even though it was the same price as the original set before he would return my money for the original set . I was getting a little concerned because he already had my money from the first set, and the next set was the same price. I did not want to pay an online business for merchandise that I have not seen, nor received a second time. Who’s to say if he would’ve returned the money that I originally gave him. I then  discovered that the unit is not 2022 like he claimed it was,  it was actually a 2010 as you can see in the pictures and by the serial number.  I feel like I was lied to again.  He is not only asking me to pay twice for a machine that I have not received, but also lied to me again about the age of the machine. At this point I contacted you the Better Business Bureau as well as my ****** plan and I have since made a report to the police station.  
  
  On Sunday, they arrived at my house without an appointment, or a time to deliver.  They showed up with the original appliances in which I have a cancelled receipt for.  I will also forward this to you  

  The last conversation was left with no appliances decided upon as he said, I had to pay for the second set of equipment before he would give me a refund for the first set. I was told that he could not deliver them until a second set was purchased,   There was no way I was going to pay twice for appliances that were exactly the same price. When I had nothing in my possession   I was feeling that I was getting scammed, being asked to pay twice for one set of appliances I have not received and we’re exactly the same price. He refused to just do an exchange  Please read above and original complaint, and you will have a full understanding of what happened.  He already had my money from the first set that was cancelled and the other set was the same price. 

  When the delivery guy showed up, my son came in to tell me that they were here with the appliances. In disbelief, I went out and sure enough there were two guys unloading the equipment onto my driveway. I explain to them that I was not excepting them as they were the ones that were too old and were canceled. I even have a cancelled notice from the company for those units. I went back into the house.  My son came home that the appliances were sitting in my grass at the side of my house in the rain. 
  so now I have two appliances sitting on my front lawn in the rain with no way to move them. I am 60 years old, and do not have the strength to even budge them. There’s not only became a concern for me, but for my neighbors.

  They not only have my money, but they have money for installation set up and stacking of the units. There is no way I could even have them stack them without having a stacking kit purchased until I know which units I would be able to purchase.
  

  Due to the fact that they wanted me to pay a second time for the second units, and I refused to do that, as well as they lied to me again about the age of the units I decided to contact the Better Business Bureau.

  Please, can you assist me in this matter as it is become an extremely stressful situation.

  I am totally upset that he has lied once again, saying that he spoke to me when he didn’t, and that the problem was resolved as well as the fact that I misunderstood. I misunderstood nothing, we have not spoken, and nothing has been resolved. Things have gotten worse as he has dropped off the old units that were cancelled on my front lawn without my permission with no appointment or time made  

  The police have also instructed me not to contact him in any way  I also have a case number that the police gave me if you require it.

  I never want anybody to experience what I’ve experienced with this company again.

  
  Please help!!!!

  
  Sincerely,
  
  ******* ***

  

  Business response

  27/04/2023

  We are sorry you feel this way. We respect your feelings, however, we are not the cause for those feelings.

  No one from Undervalue Appliances.ca claimed the set was from 2022. No one from Undervalue Appliances.cas lied to you. We explained over the phone the set that you ordered was from 2014. The delivery company delivered exactly what you ordered, the same way they do everyone's orders, for the past 8 years we have been in business. Had you allowed the delivery company inside (as everyone does who orders appliances with hookup service) the set would not be outside).

  You will be receiving a refund for hookup and stacking services you did not allow to be completed. However, you cannot receive that refund until you cooperate with ****** so that ****** can unlock the funds and unlock our entire ****** account.

  This is not a matter for police, ******, the ***, or a matter at all. The only wrongdoing here is that you are defaming our business. ******, the ***, and the police cannot stop you from making final sale purchases, and then expecting a refund. We have a very clear no product refunds policy you agreed to at checkout, in place to stop financial losses we would incur for going to Toronto to get the set you requested. Only services can be refunded, if not completed.

  Expecting a refund when you cause the laundry set to be left outside and rained on, due to not allowing delivery company in your home, to complete the service you ordered, seems unreasonable to say the least.

  We have had many calls and emails discussing your purchase with you, to help you make a good decision. We would help if there was anything we could do, there is no issue here to help with. Please stop unnecessarily escalating a non-issue. 

• Initial Complaint

  06/12/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  **************************** I purchased 3 appliances (washer, dryer and fridge) which it DID NOT specify that these were used appliances. The washer was apparently cleaned but had water in the drum causing a nasty odor. The fridge was also apparently cleaned and had 2 used ***** wipes left in it. Aside from the fridge also being used, it has a crack on the inside. Lastly, the dryer being used as well, looks like it had a blue blanket in that had melted. Again, my intention was to purchase NEW scratch and dent appliances but, nowhere does it say these are used. There are other units on the web page that say they have been refurbished except for the major appliances. Had these units been advertised with FULL DISCLOSURE AND THE FACTS, I would not have purchased them. In addition, I have reached out to UVA about the issue and asked to have the appliances picked up by the end of the week. The initial response I got was, "There will be no further refunding. Please see screenshot attached of terms and conditions you agreed to when purchasing. I circled the "no refunds" part for you. You can find a copy of these terms on our website footer. We were able to make an exception for you and refund the washer, as it had some stinky water in the inner drum from sitting for a couple weeks, after testing. Running it for one cycle would have resolved that. The water was not noticed by the cleaners, as the inner drum is not viable unless the machine is taken apart. The water splashed up during transport, and was then visible inside the porcelain drum." The 2nd response I got after mentioning my plan of recourse was "We will not be bullied into refunding any money!" so, here we are. If you want to deal with a company that ************* gives you all the information, ***************************************** ***************************************************************** ***************************************************************** ***********************************

  

  Business response

  26/01/2022

  Business Response /* (1000, 8, 2021/12/30) */ "Good day, We are sorry you still feel this way. We have apologized and provided a partial refund for the part of your complaint that is true, even though we were under no obligation to do so. Your issue with the washer was that it had dirty water splashed up from the inner drum to the outer drum and had a bad smell from sitting for a couple weeks after testing. While one rinse cycle would have resolved this uncommon issue, we instead bent our "no refunds" policy (which you agreed to when purchasing) and proactively granted you a refund to show we care and provide above and beyond buyer satisfaction. For the remaining separate issues with the refrigerator and dryer, it was a number of days after delivery before you had any complaint. As far as we understand, your complaints about the refrigerator and washer are based on cosmetic issues and not the function of the appliances. Please note that the products were not advertised as new and had photographs that clearly showed they were previously used. You had contacted us multiple times and had plenty of opportunities to clarify the status of the products. The price point, the fact we sell second hand, and the pictures showing stains and wear demonstrate we provided disclosure and that you were provided full disclosure as all our clients are. Also, you claimed that there were used ***** wipes in your comments. This is simply false. All of our appliances thoroughly cleaned and sanitized before we deliver them, and what you mistook for ***** wipes are the BIO-DOR odour control/fresh scent pads, which were intentionally placed for your benefit, as they act as air freshener pads and kill organic odours. We are sorry that you were unhappy with the products. However, please stop posting comments accusing us of misleading consumers and refusing to cooperate with your complaints. We are very transparent about the state of our products and take pride in the quality of our customer service. Also, we do not appreciate being called "scammers". We are highly professional business with high standards of ethics and values, excellent reviews, and extensive relationships throughout the community, especially when it comes to charity. You ordered and received cleaned, sanitized, working, and warrantied appliances, with multiple points of disclosure regarding what you were buying. We are sorry you feel negatively about your experience. We always strive for the best and have shown that by refunding you for the washer, despite our no refunds agreement with you. Happy holidays and all the best from Undervalue Appliances.ca." Consumer Response /* (3000, 10, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, I have reviewed the response and think it is a complete joke! If they are so dedicated to customer service, this matter would have been dealt with. There has been no effort on UA APPIANCES to rectify the problem whatsoever! Again, "Scratch and Dent" implies it is a new unit otherwise it is "Used". When it's used, I expect it to have scatches and dents but, nowhere does it say these units were used. Secondly, the very diplomatic response (on the last day - similar to another complaint) is about as UNDERVALUE AS IT GETS. I am still not happy and would like this matter taken care of. ******************** Business Response /* (4000, 14, 2022/01/17) */ "Good day, We are sorry you still feel this way. We have apologized and provided a partial refund for the part of your complaint that is true, even though we were under no obligation to do so. Please note that the products were not advertised as new, nor advertised as scratch and dent, and had photographs that clearly showed they were previously used. You had contacted us multiple times and had plenty of opportunities to clarify the status of the products. The price point, the fact we sell second hand, and the pictures showing stains and wear demonstrate we provided disclosure, and that it was very obvious the products were used. Factually speaking, we have gone above and beyond the agreed upon terms and conditions in efforts to try and make you happy. You ordered and received cleaned, sanitized, working, and warrantied appliances, with multiple points of disclosure regarding what you were buying.

*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. ↩