ComplaintsforFilco Super Store

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a fan from Filco and it was delivered and the installer appeared. Impaired with strong odor of marijuana. Installation started to click and the fan appeared out of balance, once it was used on one of dual fans We have called the company and they sent a repair person which repaired the clicking sound, and stated it was put together improperly and he said he would fix it. He was able to get the fan to work but once the light was turned on and off a visible click would be made at pressure on off switch, but the light would not turn off and has been on 24 hours a day. Both the repair people listed here, and Filco are now avoiding us, and not returning any calls after three attempts by both my wife and I I would like to repair or replacement of this fan in a meaningful time, or if necessary removal, and replacement with a equivalent different model if they cannot properly fix this equipment.

  Business response

  04/09/2024

  Hello,
  
  I am sorry been in an out due to surgeries. 
  
  Filco, *** has no installers. We give them names of people/companies that do installations. We are in no way affiliated with the installers except by other customers that let us know. There is a list of local installers at the cashier station for people to choose or find their own installer. 
  
  As for the issues with their appliances, these are Special Ordered Products and the customer is aware that there is not return or refund on these products. If there is an issue with the product the customer is advised to contact the manufacturer. The appliance carries at least a 1-year (through the Manufacture not Filco) warranty. If the product is deemed not fixable, the manufacturer reaches out to us and then we can go about ordering a replacement appliance for the customer. 
  
  The only resolution to this is for the customer to reach out to the Manufacture (which they have been told to do).
  
  Thank you,
  
  *******************************

• Initial Complaint

  12/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased appliances on the 19th of November and have received nothing. The salesperson ***************** stated they were having problems getting some of the items but had said they would have them in the time I needed them. I have spoken with **** numerous times and have said I don't want to have to chase him down to find out status, but he does not return phone calls. When I call the store, I just get a vm that says "operator" can't answer. I left a vm to request a refund. Filco's phone # is ************. ********************* phone # is ************ and it says he is a manager/ owner. I can provide the invoice and cancelled check if needed. I am tired of this. My phone # is ************ if you have any questions.Sincerely, ***********************

  Business response

  01/31/2022

  Almost all manufacturers are delaying production deliveries due to not receiving all the parts to manufacture the products. So, delivery dates are not reliable. His single wall oven 27" which is not manufactured as often since the beginning of COVID. We at Filco have not control over the manufacture's delivery dates, as we are just a retailer of several different manufacturers.
  All items have been delivered and signed off as everything being delivered in prefect shape.
  If you have any questions, please feel free to contact me.
  
  Thank you,
  
  *******************************

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a Bosch dishwasher (Model # SHEM63W55N/13 FD000800750) on 08/19/2020, Customer #********, Order No. ********* was installed on 09/05/2020. It was purchased from a salesman named ******************* **************) with a 4 year extended ************** Plan for $149.00.Background:The silverware rack (on top) and the lower rack do not work properly (constantly gets off the tracks) for a long time, so I called ******************* (the salesperson). He told me to call *********************************** *************) to make sure I am in the ************** Plan. I called ********* and she told me that they no longer have an NSI protection plan and that ******************* should have told me this and was to refund my money over a year ago. ******************* never told me that (even when I spoke with him this recent Monday) and never refunded me the money. I told ********* that the Warranty cannot simply go away and that it is a binding contract between Filco and me, the purchaser. NSI also told me that if Filco no longer deals with NSI, they (Filco) must continue to abide by the Warranty contract until it expires (4 years). *********************************** then told me to purchase a Home Warranty Plan. I did not want to do that. After being on hold for a while, ********* then said on Monday (11/29/2021) that a Bosch technician will show up between 8AM and 5PM on Wednesday, December 1, 2021 and there will be no charge. I said OK.Current Status as of 12/01/2021:I called *********************************** (twice) and ******************* (twice) in the AM (12/1/2021) to find out when this Bosch technician will show up at my house. No one at Filco has returned my call and the Bosch technician never called and did not show up.Request:I would like the Better Business Bureau to contact Filco to make sure my Bosch dishwasher is fully repaired and that they live up to the purchased extended warranty for the full 4 years.Please call *********************** at ************ if you should have any questions.

  Customer response

  12/02/2021

  Please find under line item (attachments)

  2. WSA-**** $149.99

  The "only" reason that I purchased this particular Bosch dishwasher was that Filco offered an extended 4 year warranty. 

  I want them to abide by the 4 year extended warranty and not give me my money back after a year, telling me the warranty is no longer valid because Filco no longer carries the *** Warranty plan. Filco must be obligated to abide by the agreement and not tell me I am now on my own.

  Sincerely,

   

  ***********************

  ************

  Business response

  05/03/2022

  Hello,

  
  

  I did give a response. I stated that the customer was 100% taken care of and received all his merchandise. If that was not expectable then I am not sure what else, I can say.

  
  

  Thank you,

  
  

  *******************************

  
  

  Filco, Inc.

  1415 *******************

  ************** 95825

  ************** - Store

  Customer response

  05/05/2022

  I am 100% rejecting this response because:

  As mentioned in my initial complaint and again on the phone with you just recently...

  I bought the dishwasher from Filco ONLY because of the warranty plan. A plan that was $110.00 for 5 years. They subsequently returned my $110.00 and said the repairs are on your dime now. They did not offer another plan.  Bosch then sent me a new 5 year plan for 4x the money and I am asking Filco to pay the difference. I can provide you proof of payments.

  I signed a binding contract with Filco for the warranty and they breached that contract.

  ***********************

  ************

  
  

  Business response

  05/06/2022

  The customer has gotten all his products and refunded the *** warranty monies as we have not been a representative for them in over 2 years. We as a retail store only handle warranty per contract with the Manufactures for up to 90 days. The customer was told that he must call the customer service with the manufacture to get service. He refusses to contact the manufacturer and my rep has stated to have the customer call customer service so they can put a ticket into get the unit repaired. We as retail sales stores can't contact the manufacture for the customer as we are not the ones who know what is truly going on with a product. This is the responsability of the customer so a true case number can be logged for that customer and his/her unit.

  So Filco has done what is in our power to do. We understand customers rights, but Filco staff also have the same rights not to deal with unmanagable customers.

  Customer response

  05/16/2022

  I am rejecting this response because:

  Here is more detailed information.
  
  On September 5, 2020, my new Bosch was installed (SHEM63W55N/13). I paid $149.00 for a 4 year extension of my warranty.
  ******************* was my salesperson. 
  
  When I needed a repair, I called and they said my warranty was abruptly canceled but I was never told that. They did one repair at no charge and mailed me back my $149.00. When I asked ******************* who has taken over my 5 year warranty, he said "you are now on your own." 
  
  I told him we signed a 5 year contact and the main reason I bought the Filco Superstore dishwasher was for the warranty. He said there's nothing I can do.
  
  On 12/11/2021 I purchased a different 5 year warranty directly from Bosch for $314.00. Effective date was 01/10/2021 with an expiration date of 12/10/2025.
  
  $314.00 - $145.00 = $200.00
  
  I am asking for the difference of $200.00 because they chose to breach the contract and never even sent a letter or called me.
  
  Sincerely,
  
  ***********************
  ************
  

  
  

  
  

  Business response

  05/17/2022

  As stated, we have not been able to have warrenties since early 2020. Filco didn't renew our contract with the warranty company due to numorus customers calling and complaining that warranty company was not taking care of thier issues. We started refund refunds in June of 2019. Our sales team was not suppose to sell them as we do not have a contract with the company anylonger.

  I am sorry that we missed this refund as I was the only one going through the thousands of invoices and issuing the refunds. We have refunded the monies and the payment for the refund has been received. Filco does not do any service of any type and have outside installers to install.

  
  As for a warranty "going away" there was never a warranty to go away. The customer was told that the warranty was with an outside company not with Filco. As the customer knows that ********************'s warranties were with NSI, then he also knew that the warranty was not with Filco. The customer that he needed to purchase his own warranty and a home warranty was one of the options given to the customer. As for Bosch going out to his house, that would have been scheduled with Bosch who would have set an appointment up with the customer. Bosch gives a window of 8 am to Noon and 1 pm to 5 pm not a full day to be waiting for them. Also, if they are going to be late they would have called the customer to advise him of the situation. 

  
  As for not returning the customers calls, I was away the month of November having Open Heart/PTE Surgery in *********. I did not get back to work until the New Year. I appologize if the sales person didn't return the call. The sales person didn't find a message on his cell or his office phone from the customer.

  ******************** is a retail seller that is all. The monies were returned and we appologiezed for the charge of the warranty and told the customer to call the manufacturer to get the help he wanted. 

  Customer response

  05/17/2022

  I am rejecting this response because FILCO and no one else broke the cotract.

  Hello ****,
  
  
  Just about every company outsources their warranties. I am keenly aware of that. However, it was Filco that sold me the warranty and NOT the outsourced company. I never knew they dropped the warranty until I called FILCO. As stated no letters and no phone calls. When I had a repair problem, I called ******************* and it was the store manager, *******************, who told me that they dropped the warranty, I also spoke with Filco's *********************************** at Filco. They already apologized and I accept your apology. But that does NOT solve the issue that you broke our signed contract from September 4, 2020. And by the way, if you look at order #******* the line item does not state anythin g more about the warranty than WGA-1000. 
  
  
  As stated in my previous reply, 
  
  
  On 12/11/2021, I purchased a different 5 year warranty directly from Bosch for $314.00. Again, my main reason for buying the Bosch from Filco was the extended warranty.
  
  
  $314.00 - $145.00 = $200.00
  
  
  
  I am asking for the difference of $200.00 because they chose to breach the contract and never even sent a letter or called me. 
  
  
  There's a huge reason as to why Filco's YELP reviews are 2.5 out of 5. I will not write a bad review. I don't do that. 
  
  
  Just pay me the $200.00 and we can stop this back and forth foolishness.
  
  
  It was FILCO that broke the contract. End of story.
  
  
  ***********************
  
  

  
   
  
  
  
  

  
  

  Business response

  05/18/2022

  Filco has refunded the monies that were paid. As I said we do not have a contract with a warranty company. We are sorry for your inconvience.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 6th, I purchased a dishwasher from this store. The sales rep stated he "walked out to the warehouse" to confirm the item was in stock and available for purchase and my cc was charged $3122.60. A week later (10/13) I had not heard from the rep and I called the store, was told he was out so I left a message for someone to reach out to me and provide an update. A week later (10/19) I had still not heard back from anyone so I called and spoke to the original sales rep. ** that point, he informed me the dishwasher had been sold by the store owner and was no longer available - yet they had collected my money over 2 weeks prior, had not communicated this to me nor had provided a refund. I immediately requested a refund and was told it would be processed in mins but a day later it is has not been processed.

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