ComplaintsforAirport Home Appliance

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Original purchase was made on 8/1/24. Payment was done through "Affirm"Delivery was made on 8/15/24. Washer wasn't installed because there was a problem with the plumbing. Item was left in the garage. We got plumbing fixed and they came back to install on 8/17/24. On 8/18/24 I decided I didn't like this set so requested a return and purchased a different set. The new set was delivered on 8/24/24 and original set was picked up. As of Oct. 1, I have not been properly credited and still having to pay on the original loan amount which is significantly more. I've contacted Airport Appliance on numerous occasions and they keep telling me they will get back to me by noon, or by friday, or end of week labor day. It is at the point of beyond ridiculous.

  Business response

  10/03/2024

  Thank you for your patience. I'm writing to confirm that a refund of $846.63 has been processed for your original purchase. Your confirmation number is B4RUDUY266DN38VU.
  
  We sincerely apologize for the delays youve experienced 
  

  Customer response

  10/04/2024

  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. It is unfortunate that it took me filing a complaint to get this resolved.
  
  Sincerely,
  
  *** ********

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 20, *************************************************************************************************** *********. On July 1, 2024 I emailed Airport Home Appliance that I was not happy with the appliances due to poor quality of wash/dry, not drying completely, wrinkled and ruined clothing, leaking detergent and excessive vibration with the washer resulting in the appliance traveling over 1 foot from the wall. I was told by Airport that there is only a 48 hours return period. My only solution was to have another retailer come out for a service call. The other retailer told me they only service their own products. I was then told to contact the manufacturer, Speed Queen. They could not locate a service provider and told me to look for one on my won, hire them and pay for it. Neither Airport nor Speed Queen will service their own products, nor provide a replacement. Each encounter is verified by email documentation.

  Business response

  08/22/2024

  Thank you for sharing your feedback with us. We apologize for the issues you've experienced with your Speed Queen ****** and Dryer sets. To help us assist you further, please email us at ******************************************** with the serial numbers of the units that are not working properly. We will work with the manufacturer to resolve these issues as quickly as possible. Your satisfaction is our priority, and we appreciate your patience as we work towards a solution.

  Customer response

  08/26/2024

   
  Complaint: 22165748
  
  I am rejecting this response because:

  To document my direct responses to ********************************************

  Serial Numbers as requested:
  Product Code: ********
  Serial Number: **********
  Product code: ********
  Serial Number: **********
  Product Code: ********
  Serial Number: **********
  Product Code: ********
  Serial Number: *********

  Are all units experiencing the same issue?  Yes, please refer to extensive documentation with ****. 

   

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

  Business response

  08/28/2024

  Thank you for providing the information requested. We have sent this over to the manufacturer and will update you once we hear back from them.

  Customer response

  09/03/2024

   
  Complaint: 22165748
  
  I am rejecting this response because:

  I have already been in direct communication with the manufacturer, see attached.  Their final answer was that there is no service provider in my area to inspect the units and that I should find for and pay for my own service technician.  This latest communication is a repeat of what has already been done.

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

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 17th 2024 I called Airport application because my washing machine wasnt working. The tech came out July 24th and said he would order a new washing machine. The next week I called airport appliance and they said they would research it and call me back they never did I called again and the same response. I finally talked with someone who got the same tech out (8/3) (I had no idea he was coming and after several calls I found out he was coming and now he said I needed a new part. Now 8/7 I called to get an update and the service center is unavailable and has no agents to talk to I usually buy my appliances from them but have seriously considered and will never be ordering from them again and I will be telling friends and family the same thing. There is no follow up after you are promised a call. I asked to speak to a supervisor and was told one would contact me in 24 hours which is ridiculous. I just want a new washer at this point because I dont trust them to fix it

  Business response

  08/15/2024

  Thank you for bringing this to our attention. We've reached out to EPIC, your extended warranty provider, to get an update on your service request. In the meantime, you can also contact EPIC directly at ************** for further assistance. We apologize for the inconvenience and appreciate your patience as we work to resolve this issue.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6/29/2024 I purchased an electric range, clothes washer and dryer from Airport Home Appliance in ********* ********** from salesperson *********. I was asked whether the power outlet for the range and dryer was 3-pin or *****. I did not know so the salesperson charged me for one of each for both the range and dryer. He stated that I would receive a refund for the unused power cords. Each power cord was $29.95. The appliances were delivered on 7/5/2024. Not hearing back from Airport Appliance I've left 2 voice mails for the salesperson which have gone unanswered. I also called customer service on 7/27/2024 in which that person stated they would send a message to the store and I would get a call back from them. This is now 8/1/2024 and I have not received any return calls or refund. The resolution I am expecting is the refund for the 2 unused power cords for a total of $63.97 with tax.

  Business response

  08/10/2024

  Hello, 

  After investigating the situation, we regret the amount of time it has taken to fulfill your request for the refund. We have confirmed that you were charged for 2 cords for the dryer and 2 cords for the range that were installed on 07/05/2024. We have successfully processed a refund for the 2 unused cords valued individually at $30.16(including tax) and $32.27(including tax). The credit should be posted to your account within 3-5 business days. We have raised this issue to our ******************** team to ensure communication is always maintained between customers and the store/management in the future.

  Customer response

  08/13/2024

  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.

  I have confirmed that the refunds were received for both the extra cords that I was charged.

  It was disappointing to me that this had to escalate to this level to get a response from Airport Home Appliance regarding this matter.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought a washer machine which was delivered on 7/26/24 after just 3 washes and four days is not working. We contacted Airport appliance and they sent out a repair tech. They said they will not replace the defected washing machine because of a policy saying they are not responsible for any product that is in the possession of the customer over 48 hour. The ** tech says that the pump is broken. So how is it that they are allowed to sale a defective product and not reimbursed the customer which is me.

  Business response

  08/01/2024

  We apologize about the inconvenience the defective washer has caused you. Our delivery records show that the washer was delivered on 07/23/2024
  and the issue reported on 07/29/2024. As stated in our return policy, anything reported after 48HRs must be handled by the manufacturer's warranty, if the manufacturers deem the unit not repairable, we will be happy to exchange or return the unit. 
  
  We will reach out to the manufacturer on your behalf to help you set up service and diagnose the unit, if the manufacturer deems the unit to be not repairable, we will be happy to issue a full refund or exchange. Please expect a call from our service department within 48 hours.

  Thank you in advance for your understanding.

  Customer response

  08/01/2024

   
  Complaint: 22075513
  
  I am rejecting this response because: despite there policy we should not have a washer that is defective. We have been without a washer for 7 days as of today. Who is going to pay for my clothes to be washed and the gas that it is going to take to drive there and back home. This is unacceptable and their policy should be changed. 
  
  Sincerely,
  
  ***********************

  Business response

  08/07/2024

  We acknowledge your dissatisfaction and are committed to facilitating the process for you. The manufacturer is capable of rectifying the issue with the appliance or providing a replacement in the event that the appliance is irreparable or meets specific criteria. However, it is imperative that they are afforded the opportunity to initiate the aforementioned course of action. According to our records, on 07/31/24, the manufacturer proposed ordering the necessary parts and conducting repairs on the appliance, which you declined. Subsequently, your last communication with us has impeded our ability to arrange a follow-up service. In the absence of your authorization to proceed, Airport Home Appliance is unable to advance efforts towards resolving the matter. 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a pair of Miele washer/dryer worth over $6K from the ************ store. First, the installation team DAMAGED the washer during installation so we had to wait for an exchange unit. Then, after the exchange unit was finally installed, the washer started shaking badly causing a horrible noise because they failed to install the spacer between the washer and the pedestal, something clearly stated in the installation manual. We called Miele directly and was told that this is not covered under warranty because it is an installation issue. I called/texted the store many many times and spoke to different personnel in sales, customer service, installation team, and the retail operations manager. I even went to the store physically to speak to someone. EVERYONE I spoke to promised me a follow up call and NO ONE kept the promise. Because we have not been able to get a response from the store on whether they will fix the issue, we will have ************* the machine directly, and we would like to have the cost reimbursed by the company.

  Business response

  07/30/2024

  **** you for bringing this issue to our attention. We deeply apologize for the inconvenience you have experienced with your Miele washer and dryer purchase from our San **** store.
  

  We understand your frustration with the installation issues and the subsequent difficulties in getting the matter resolved. Please be assured that we take this matter very seriously. We will reimburse you for the amount paid to fix the units.
  Our store manager will be reaching out to you shortly to provide details on when you can expect the refund. We appreciate your patience and understanding as we work to make this right.
  

  Sincerely,
  Airport Home Appliance

  Customer response

  07/30/2024

  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,
  
  Mengci Shao

• Initial Complaint

  07/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 6, 2024, I ordered a fridge from Airport Appliance, scheduled for delivery on June 10, 2024. I communicated extensively with salesperson ******, providing pictures of the space and a link to our current fridge to confirm the new fridge would fit. Tai La assured me the fridge would fit and recommended it. Meanwhile, our downstairs neighbors, with the same apartment configuration, ordered the same fridge from Lowes, and their installation went smoothly. We chose Airport Appliance to support a local business, having purchased many appliances from them in the past.Delivery Attempt #1: The delivery crew claimed the space was too small without measuring and stated a three-person crew was needed to bring the fridge upstairs.I contacted ******, requesting a small truck with three installers for the next delivery a month later. I also increased the space for the fridge, despite being assured it would fit.Delivery Attempt #2: ******** arrived with only two people. They made us remove everything from our current fridge, confirmed everything looked good, but then scratched our walls and said it was not possible to bring the fridge upstairs. They noted we should have requested a three-person team, which we had.*** La stopped responding to emails, so I contacted store manager ***********************. He was initially helpful and scheduled a three-person team but required two follow-up calls, each time saying he was just about to call back.Delivery Attempt #3: A three-person team showed up but claimed our shut-off valve was too far for installation, contradicting the previous crews assessment.I reached out to *********************** again. He expressed surprise and asked for more photos to confirm the situation. I sent the photos, and he promised to get back the same day. It has now been over four days with no response.I chose Airport Appliance for their local presence and past positive experiences, but this situation has been highly disappointing.

  Business response

  07/24/2024

  Thank you for sharing your experience. Based on our records, your order is scheduled for 7/27/2024. We were also informed that the Store Manager has reached out to you regarding this case. We apologize for the inconvenience and appreciate your patience.
  

  Best regards,
  Airport Home Appliance

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Airport Appliance Outlet (AA),Hayward, ** (Sales rep1256 ***********************) #SOOUT60 Date of Purchase:10/20/23 Price pd:$6749 Date of Delivery*:11/15/23 DateDelivery to home & attempted installation:5/24/24 Issues concerning delivery & install of Thermadorbuilt-in fridge, model T36BT925NS, Magnitude of damages & missing parts, undisclosed at point of sale, makes it unusable for intended purpose as built-in fridge/freezer for residential use.Misrepresented condition of unit sold to me. During transaction 10/20/23, sales rep * colleague obscured vital info regarding unit's state. Steered me to this unit, most expensive among available, assuring me of its condition;failed to disclose following critical defects:1.absence of back left leg &wheel, crucial components for proper install, led to damage during attempted installation.2. Misaligned freezer door, incapable of closing properly, internal drawers fail to function3 Damage to door hinge divider cover, impedes proper sealing of French doors 4 Significant dents/malfunctions within internal cavity5.Missing freezer trim cover &kickplate, essential to function.These either concealed or obscured from view at time of purchase;a breach of trust and violation of implied warranties.Appliance does not meet standards expected for ordinary use within a residential setting. I relied upon specs provided by ********* via AA to make the cabinetry arrangements. Failure of unit to meet basic expectations speaks to issue of negligence in upholding implied warranty of merchantability. Legitimate cause to question whether unit I agreed to purchase @AA is same unit delivered. Lack of transparency re serial #or any form of verification. On6/7/24 I waited at home, as ***************** cust svc referred issue to Thermadorwarranty. My contractor &I on standby expecting service tech to arrive as scheduled. AA provided them with Public Storage address instead of home address;financial loss for me (missed work*paid contractor).

  Business response

  06/10/2024

  Thank you for your review and for bringing these concerns to our attention. We regret to hear about the issues you experienced with the delivery and installation of your Thermador built-in fridge, model T36BT925NS.
  
  Please note that the unit was inspected at the time of delivery, as evidenced by the attached picture. Additionally, as per our invoice, this was a final sale and we can only offer service support.
  
  We understand the frustration caused by the miscommunication regarding the delivery address. The unit was sent to the public storage address you originally provided at the time of sale. To resolve these issues, our service team will reach out to you shortly to obtain your new address and arrange for the necessary service.
  
  We apologize for any inconvenience this has caused and appreciate your patience as we work to address and resolve these matters.
  
  
  

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a GE gas stove on 04/20/21 and also purchased a 5 yr Major Appliance Warranty. About 2 weeks ago (May 8, 2024) I noticed that the oven light would not go on when I was baking. Having a functioning light in the over is very important to me, because I am an at home *****. If I am not able to see through the glass door how my baked goods are baking/rising etc. you will not have a successful end product. I did some research online (you tube tutorials) and figured I would purchase an appliance light bulb to replace myself. I purchased the light bulb from Amazon on 5/12/24 and replaced the light bulb over the weekend and it did not fix the problem. I did more online research and everything seemed to indicate that it was probably the light bulb housing that would need to be replaced. I then decided to contact Airport Appliance, since I had the 5 Year Major Appliance Warranty that I should not be touching the electrical part of the repair. It took 2-3 attempts to finally speak w/someone to explain the situation. I waited another 2-3 for a phone call to schedule a repair ****. I never received a call or email, but on Friday, May 17th someone showed up at my house at around 2:30 pm to work on the stove. I let the person know that I never scheduled the ****, that I was at a dr's **** w/my mom. He was not happy. I then called the company again, told them what happend and it took a couple more days to get someone to call me again to schedule an **** for 5/23. The repair person showed up @ 12:30 pm and called me @ 1:07 pm that he had checked out the oven and spoke with Airport Appliance and they would not do the repair because it was considered cosmetic and not essential. Having a functioning light on an oven is not cosmetic, as stated before if I am not able to view what is happening without opening the door is crucial to the end result. I am so upset, the company did not even attempt to contact me and give me any options.

  Business response

  05/24/2024

  Thank you for bringing this matter to our attention. We apologize for the inconvenience and frustration you've experienced with your GE gas stove and the associated warranty service.
  
  We have reached out to EPIC's escalations team to request an update on your claim status. Currently, we do not see any indication that your claim has been denied on our end. EPIC will follow up with you directly to provide further assistance and clarify the next steps.
  
  We appreciate your patience and understanding as we work to resolve this issue promptly.
  
  Sincerely, Airport Home Appliance-Customer Service 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order February 2023. After waiting for so long I finally received an email to email or call Airport Appliance to schedule delivery.I did this immediately, I received responses that they will email me a link to schedule delivery. This has not happened. I am yet again being ignored by this company. I just want to get my fridge and not have any contact with this company again.

  Business response

  05/17/2024

  Thank you for reaching out to us regarding your order placed in February 2023. We sincerely apologize for any inconvenience you've experienced with scheduling your delivery.
  
  We understand your frustration and want to assure you that this is not the level of service we strive to provide. Our management team has been made aware of your situation and will be reaching out to you directly to resolve this matter promptly.
  
  Once again, we apologize for any inconvenience caused and appreciate your patience and understanding.
  
  

  Customer response

  05/24/2024

   
  Complaint: 21724198
  
  I am rejecting this response because: I was told someone would contact me on May 22nd, this once again was a lie. All I want is my refrigerator I paid for!
  
  Sincerely,
  
  ***************************

  Business response

  05/28/2024

  Hello,

   

  Your order appears to be scheduled for 5/29/2024. I have requested the store to reach out to you directly in case you still need assistance,

  Thank you, Airport Home Appliance Customer Service 

*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. ↩