Complaints

This profile includes complaints for Airport Home Appliance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Airport Home Appliance

  3525 Arden Rd STE 100 Hayward, CA 94545-3909

• 

  Airport Home Appliance

  20286 Hesperian Blvd Hayward, CA 94541-4732

• 

  Airport Home Appliance

  2424 El Camino Real Redwood City, CA 94063

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  Airport Home Appliance

  1505 Willow Pass Rd Concord, CA 94520-5224

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  Airport Home Appliance

  966 S Bascom Ave San Jose, CA 95128-3501

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a washer dryer stackable unit 8 months ago. I am under warranty. They have given me the runaround for a week now. First I was hung up on when I tried to report that the machine was broken and I was under warranty and needed help with a repair. Not wanting to deal with it I hired my own repair technician who came out and told me that it was all beyond repair, and thatI needed to fight for my warranty, and even suggested that they might have fraudulently sold me a refurbished unit and not a new unit Like I had paid for. (obviously I am unsure of this, but figured Its worth mentioning) I contacted airport appliance who fist told me theyd swap out my unit for a new one then told me theyd swap couldnt, then said theyd put in a request for a refund, then they wouldnt. Now they are just washing their hands of it and want me to work on the backend direct with the manufacturer.

  Business Response

  Date: 05/20/2025

  We're sorry to hear about your experience and understand your frustration. Our records show that the manufacturer has scheduled a service visit for 5/22/2025 to evaluate your unit. If they determine the unit is non-repairable, well be happy to assist with an exchange. As our return window has passed, any resolutionincluding exchange or repairmust go through the manufacturer warranty. 

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a ***** Range along with an extended warranty of $199 through Airport Appliance in April 2021. The range experienced issue and the oven function stopped working end of March thus we initiated the warranty service in end of March. However, the technician came 2 weeks after our first call and said they will update us 1 week. No only no one ever calls us back, it has been a month and our range is still out of service, and yet, there is no update on the a service date.

  Business Response

  Date: 04/25/2025

  Thank you for reaching out. We're sorry to hear about the trouble you're experiencing. Since your extended warranty is serviced through **********/****, we recommend contacting them directly for further assistance and updates. You can reach them at ************. Theyll be able to provide more detailed information regarding your service status.

  Customer Answer

  Date: 04/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In sum, I paid for in full and own the kitchen appliances from Airport Appliance ordered, per the original sales invoice dated 1/31/2022 Sales Order #********. Airport Home Appliance (Airport) chose to sell my products to another customer(s) without my consent, without notice and without any contractual/ownership right. The mere fact that Airport had my products in their possession did not give Airport the right to sell my property. At no time did Airport inform me that they could sell my property. It wasnt until October 2024 after selling my property, I was informed for the first time that Airport would not deliver my products and would not provide a refund. I was told that some of the products I bought and owned, have been discontinued. Plainly speaking, Airport sold my property with no legal right, they could not replace it, and they insisted I would have to pay more money to receive updated models. I was told I would have to pay thousands of dollars more to replace my own products. In good faith, on April 11, 2025 I attempted to resolve the matter and actually paid an additional amount of approximately $2,637.01 for the newer models, and still Airport informed me I would have to pay more for a blower, approximately $1,038.42. That is nearly $3,675.43 more than the original products I purchased. This is not acceptable and demonstrates unprofessional and unethical business practices; it is a clear breach of contract and good will.I am willing to resolve this if Airport refunds all amounts paid by me to date of the original Sales Order in addition to the extra I paid for the new sales order totaling $22,582.14. Their response today in email by the store manager of the Dublin CA store is telling me that they will not release any of my property or money unless I pay a 25% restocking fee. I never received delivery since the purchase and no where on their invoice or contracts show this type of charge for my situation.

  Business Response

  Date: 04/18/2025

  Thank you for your message: 
  Our records show that you have already been refunded for all items on Sales Order #********, with the exception of the microwave drawer. If you believe there is a discrepancy, please provide a copy of your payment records so we can further review.
  

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business sold us an expensive downdraft for a cooktop we also purchased from them at the same time. . Needed to send someone out to measure to see if any additional charge. Installer came out and said unit should just slip in to where old unit was and no problem. When unit had arrived from ****. & was ready to be installed I was then told that it would cost $750 to install it. I protested that I had never been informed of this excessive cost. Salesman who sold the unit worked out a deal that if I were to pay $300 they would refund $200 of that once it was installed (have that in writing). It was installed and they are now refusing to pay me the $200 and won't even respond when I have written to the owner of the company. In addition the salesman assured me at the time of purchase that there would be a 15% mfgr rebate. Mfgr says we don;t qualify. I guess we're just out of luck on that. All we want is the $200 they promised.

  Business Response

  Date: 04/17/2025

  Thank you for reaching out. So we can look into this matter further, please forward us the email or text message where the $200 refund was promised. You can send the information to: ******************************************** well be happy to review it and follow up accordingly.

  Customer Answer

  Date: 04/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  They FINALLY refunded my $200, THANKS TO YOU !!!

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

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ** front load washer, and from the first wash the inside drum smells like mold really strong. I have ran the clean cycle five times using bleach, baking soda, and three machine wash clean tabs. The mold smell is super strong. Mold can make you sick.I have been getting nothing but the run around from airport appliance. They can't help me because their manager is out. I've also made several attempts to ** which also says they cannot help me.Very poor customer service on both ends. I've never had a problem with mold from a washing machine.

  Business Response

  Date: 04/03/2025

  We understand your frustration and apologize for the inconvenience. We see that a service appointment was scheduled for 3/31/2025, and we are currently awaiting a response from ** regarding your case. As soon as we receive an update, we will reach out to you.
  Thank you for your patience.

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a new washing machine on 1/17/25. It was delivered and installed on 1/22/25. A few days later, I noticed that the entire floor of the room where the machine had been installed was flooded with water, which caused irreparable damage to some cabinets and carpeting. I promptly pulled the machine out to investigate and saw a dripping leak where cold water hose was attached to the machine. The installers had failed to tighten the connection fully, and didn't open the cold water valve until after the machine was pushed into place underneath a cabinet, making it impossible to check for leaks. I went ahead and tightened the connection myself so I could continue to use the machine, then called Airport home appliance. I called them immediately, and they sent out a technician to assess the damage the next day. The technicians who came the next day took photos of the damage and pulled the machine out, noting there was no active leak (because I had fixed it). When they tried to run the machine to confirm everything was working, it threw an error code and would not start because the bottom pan had filled with water from the leak. I had to tilt the machine to pour out the water to get it to start again.Subsequent follow-ups with Airport Appliance to recoup the installation fee and compensation for the damage to my house caused by the faulty installation have been fruitless. It's been over two months since the incident and despite following up multiple times with a manager (Sultan) who keeps claiming that he's escalating this internally, I'm no closer to getting this resolved. When I last spoke to him yesterday (3/14) morning, he told me he'd have a resolution by 1pm that day. That didn't happen.

  Business Response

  Date: 03/14/2025

  Thank you for reaching out. We are currently reviewing your claim and will follow up with you within 72 hours.

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a new whirlpool refrigerator and 1st delivery the door wasnt close evenly. Returned and 2nd delivery with same problem. Contact store and they said we can exchange for new refrigerator. We waited 1 week later to find out we cant return and they will send out someone to fix door hinge and leveling problem. 2 weeks later still waiting for service. In the meantime they promise they will let us exchange for a different refrigerator brand since the one we ordered already has too many problems but later said no we cant. Now we have to deal with repair person who hasnt contacted us.

  Business Response

  Date: 02/20/2025

  Thank you for reaching out. Our records indicate that service from the delivery team was initially declined. However, we have since contacted them, and they will be reaching out to inspect and level the doors. If they are unable to resolve the issue, we can assist in scheduling service with the manufacturer for further adjustments. Please expect a call from our delivery partner soon.

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dishwasher had not worked for a month already. I have asked to speak with the corpotate office about gettting this problem resolved. No call back from anybody once they get thr money they dont care if you get the service or not. Dishwasher was leaking all over my floor.

  Business Response

  Date: 02/20/2025

  We apologize for any frustration this situation has caused. Our team followed up with you via text regarding your concerns but did not receive a response. Your dishwasher is covered under a one-year manufacturers warranty, and we recommend reaching out to Frigidaires support team at ************** for assistance with repairs.

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After 20 years of happily doing business together, my last transaction has forced me to take my business elsewhere. I purchased two high end ovens, they delivered one working and one broken, after several weeks they delivered a replacement oven which was also broken. They then told me they could not deliver on the second oven as it was no longer being manufactured. They said I could order the new model, but it would not look the same. I said that was not an option given the ovens are side by side. After dozens of calls and emails, most met with no response or a simple answer that they would not allow me to return the oven and credit me towards the purchase of two new ovens. As a result, I purchased two newer model ovens from my new retailer and have the one new working oven purchased from Airport Appliance in a box.

  Business Response

  Date: 02/14/2025

  Thank you for reaching out and for your long-standing business with us. We understand your concerns regarding the recent issues with your ovens. Please note that once our units are installed and confirmed to be in working condition, they become non-returnable. However, if a unit is found to be faulty, we are happy to coordinate a return or exchange.
  

  We are currently reviewing the specifics of your case and will be in touch with you shortly.
  

  Thank you for your patience and understanding.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22932848
  
  I am rejecting this response because:

  Airport Home Appliance's response was that they will review the case and get back to me.  Which they will not ever get back to me or they will respond with the same answer that once the oven was installed, they will not allow me to return it.

  The oven was never used, just slid into the wall opening, as it was the first of two Airport Home Appliance matching ovens to be installed that day. Once it was determined that the second oven was damaged, both ovens were put back into the boxes.  They took back the damaged oven, a few weeks later they delivered its replacement which was also determined to be damaged, so they took that oven back and left me with one working undamaged oven.

  Because they could not deliver me a new replacement for their damaged oven, thus I could have two matching ovens, they need to credit me and take their oven back.

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

  Business Response

  Date: 02/20/2025

  As stated in our return policy and on your invoice, once a unit has been installed, it becomes non-returnable. Unfortunately, we are unable to accept a return for the second unit.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22932848
  
  I am rejecting this response because:

  They are falling back on their return policy, when in fact it is not a return but rather a failure to deliver my order, leaving me with half an order.

  The unit was never used it was slid into the cabinet for 20 minutes, then removed when the second unit was found broken.

  Can we speak live.

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

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** sold us a dishwasher that was *** compliant and never told us. The one he showed us in store was not *** but full size (bait and switch). When they installed the dishwasher our dishes would not fit because trays were too small. When we went to talk to store, they said other customers had the same complaints but refused to do anything to resolve the complaint. We were willing to pay more to buy a different one but you only have 48 hours to return and must be defective. By the time we realized it was not standard size it was too late. Terrible customer service. Will never buy from them again. Had to buy another one from someone else because the unit would not fit our dishes. Also the installer did a terrible job installing. When we went into store to complain about install with pictures. They agreed it was substandard. They said they would have someone come out to fix and we never heard from again. Again terrible customer service. Buyer beware!

  Business Response

  Date: 02/20/2025

  Were sorry to hear about your experience. Please note that our return policy requires any issues to be reported within 48 hours, and after that periodand if the unit is not defectivethe dishwasher becomes non-returnable. Since your concern was raised three months after purchase, were unable to offer a return.
  
  However, your unit is covered by a one-year manufacturer warranty, and we encourage you to contact the manufacturer to address any performance issues. We appreciate your feedback as we continually strive to improve our service.
  
  Thank you for your understanding.