Complaints

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

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  Aztec Appliance

  4070 Kearny Mesa Rd San Diego, CA 92111-3730

  
• 

  Aztec Appliance

  665 16th St San Diego, CA 92101

  

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:01/27/2025

  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 am writing to express my extreme dissatisfaction with the handling of my order. For the past three weeks, I have been given repeated assurances and timelines for delivery, all of which have turned out to be incorrect. Now, to my utter disbelief, I am being informed that the order cannot be fulfilled at all.This unacceptable level of mismanagement has put my entire home remodeling project in jeopardy, causing major delays and logistical chaos. Your lack of transparency and poor communication has not only wasted valuable time but has also significantly impacted other aspects of this project.I expect immediate clarification and a solution to this issue. Your companys handling of this situation has been nothing short of unprofessional, and I urge you to take accountability and offer a resolution.

  

  Business Response

  Date: 01/28/2025

  These products are on backordered from the manufacturer. They were ordered the next morning, after the customer's sale, directly from *****. They initially estimated a sooner in date, but they changed it. After we reached out to them again yesterday,  they moved the in date back again, they "estimate" a February in date now, which then was told to the customer. They ship them to us as soon as they are in stock and we send the product out to the customer immediately after we receive it from *****. We have to estimate delivery off their provided information which unfortunately they change. We will continue to follow up with the manufacturer and let ***** know. Thank you.

  Customer Answer

  Date: 01/28/2025

  This does not change the fact that I have been following up and asking the appliance specialist to do a follow up, but everytime they refused to do that and wrongfully mentioned the appliances are in transit! No tracking number no references provided despite my numerous attempt, the answer was simply was the truck shows up when it shows up no further update.
  

  I even called last week given the importance of this and asked if there is any slight chance the order could not be fulfilled and I was assured the appliance is in transit and not even a tiny chance. 
  

  This horrible way of communication and follow up while they have already charged me for almost 13k must stop. All I asked is transparency and they could have picked up the phone and call their manufacturing suppliers and figure that out 3 weeks ago, but theyd rather not do that and wait for the very last minute. I really dont trust this company saying they placed an order the next day, where is the reference of that order, why all this time no tracking number was provided despite over 10 follow **** They blame their lack of communication and transparency on the manufacturer and taking no blame for their failure! 
  

  I need them to fulfill this order by Thursday COB, otherwise they need to cut a check for me in the amount of my full payment (I am not going to wait 7-10 days for my money to be back to my card) + assess a damage fee for wrongful business practice which is now going to cause me major delays and hundreds of dollars. 
  

  Also despite my numerous requests to speak to a manager they are having an office secretary call and pretend she is the manager! Theseguys think customers are stupid! 

• Initial Complaint

  Date:04/24/2024

  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 wife and I purchased a new ** refrigerator and a new washer dryer set about two weeks ago. For all three items, delivery and haul away was agreed upon in the purchase price. When the refrigerator was delivered, the delivery crew refused to remove our old refrigerator unless we paid an additional $350. They insisted that it - being a built-in refrigerator - was too big for them to haul. It was a big refrigerator, but we had made it clear to ****** - our salesperson - at the time of our purchase that we were replacing a built-in 48" refrigerator. We were not apprised nor did we realize that a built-in could not be removed. The delivery guys called the warehouse supervisor for guidance and got a "too bad, so sad" response from their supervisor. ****** sunsequenty provided the contact information for a couple of hauling services for us to call to arrange hauling. I later followed up telling ****** that it cost me $200 for a hauler, and the help of two friends to get the old refrigerator gone. Crickets. I want at least the hauling charge refunded. There were no issues with the washer dryer delivery or installation - in large part because there was no haul away.

  

  Business Response

  Date: 05/02/2024

  Hello BBB,

  I have researched this circumstance and discovered we provided poor communication.  Our "haul a way" policy assumes the product is like kind and size.   A built in refrigerator is significantly larger in size and weight than a standard free standing unit and does not qualify for a free haul a way.  However, we did not clearly communicate this to the consumer at the time of purchase and will refund the additional cost ($200) to the consumer.  I will have our customer service department reach out to the consumer to process a refund.  I'm sorry for the poor communication and inconvenience to the consumer.  Thank you,

  *********************
  General Manager
  Aztec Appliance

   

• Initial Complaint

  Date:10/19/2023

  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.

  Company sold me a $14,000 refrigerator and upon delivery refused to install without charging me additional money. They then refused to give me my product without charging me $250 and wouldn't move the refrigerator into my kitchen so I could install without paying them additional monies, so I ended up with a refrigerator in my lawn and had to pay them to do it or I wouldn't get my $14,000 refrigerator which I paid for

  

  Business Response

  Date: 10/23/2023

  Hello,

  We have reached out to our customer and addressed his dissatisfaction with a third party installer.  Thank you,

• Initial Complaint

  Date:07/24/2023

  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.

  New Dishwasher was delivered to the house. When delivery person left I saw that :1. White paper material was sticking out of the sides of dishwasher. I was very concern that is an extreme fire hazard. When I pull on it more of the paper freely came out. 2. Dishwasher was completely wet inside. The dish drying function did not work. I try to run 2 cycles and still dishwasher was wet inside. 3. Buttons very, very hard to push. Overall it was a problem with dishwasher. I called, explain situation and my concerns for fire hazard. I asked multiple times to talk to manager but he never called me. I received a letter from property manager of rental house that company Demanding $100 to return to fix multiple problems on new dishwasher purchased 2 days ago, and under warranty. The way I was treated is appalling. Predatory behaviour, dismissive and disrespectful. The manager stating that I pull out the insulation!!!! It is simply absurd. Why would I do this for what gain. Please assist. I only desire for my new dishwasher to simply work and be safe.

  

  Business Response

  Date: 08/03/2023

  Sent response via email to **************************************** on 8/1/23

   

  Here is an outline of the sale/installation/re-install for the dishwasher ************* has submitted a complaint about.

   

  On 7/18/23 the property management company, *************** contacted Aztec and requested a dishwasher be delivered and installed at **********************

  On 7/21/23 the dishwasher was delivered and installed.  Upon delivery and/or installation we take images of the unit.  I have attached (dw pic.jpg) showing the installed dishwasher.

  On 7/24/23 we received a 1 star Yelp review from **** claiming we left her dishwasher in the condition shown in the attached images.  We discovered our images contradicts her claims and reached out to ******************.

  On 7/24/23 we contacted ************** and provided images to prove how we left the product.

   

  ****************** requested that we come back out and correct the insulation that was pulled out.  The property management company agreed to pay $100 to re install the dishwasher.  The property management company is apparently going to charge the tenant for our charge which has upset the customer.

   

  The customer makes a claim about how we left the dishwasher with White paper material was sticking out of the sides of dishwasher. I was very concern that is an extreme fire hazard. When I pull on it more of the paper freely came out.  The white paper is actually the installation that surrounds the dishwasher to dampen the noise.  In no way is it a fire hazard.  In our image the insulation is not visible. 
  
  

  Im not sure if her The way I was treated is appalling. Predatory behavior, dismissive and disrespectful. The manager stating that I pull out the insulation!!!! It is simply absurd comment was intended for her property management company or Aztec Appliance. 

   

  We went out on 7/27/23 and corrected the insulation issue.  Our delivery crew took another image of the installed dishwasher and noted on the invoice the was very rude and refused to sign the invoice. 

   

  As a struggling small business we cant afford to have poor ************ or BBB reviews.  In this case we were slammed on all three and dont have a viable way to respond without getting into a he said she said ***** discussion.  Thank you,

   

   

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

  General Manager

  
  

  Customer Answer

  Date: 08/03/2023

  I did not see any message text content from business offering explanation. In addition Aztec Manager called ************* manager and told him that wrapping/insulation was not removed by company workers at the return visit. This is completely untrue. My father who is a lead engineer for 30 yers was present at the time and ready to testify under oath.  Worker completely removed all wrapping/ insulation stating that it is not needed. So now I do not have insulation necessary, leaving dishwasher diminished. The workers conduct was loud and aggressive. Demanding that I need to sign documents with untrue statement, demanding $ 100 for their return visit, which happen due to their subpar performance.  Manager to this day never called me - actual consumer, and try to understand what happening instead of saying complete untruth. I asked workers to leave 3 times my home, before they actually left. My father already start calling police. We were afraid.  Situation was escalating. Terrible experience. 

• Initial Complaint

  Date:10/21/2022

  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.

  I purchased an Asko dishwasher and professional installation from Aztec Appliance in September 2022. It is now the end of October and the dishwasher is clearly defective. It has consistently been broken, it gives me an error message and will not run. Aztec Appliance had refused to do anything about this. They will not offer a refund or replacement, instead referring me to 3rd party repair shops where the waitlist for a technician is weeks long. I purchased a brand new dishwasher from Aztec, and less than 2 months later am stuck with a broken down lemon with no options for a refund or replacement.

  

  Business Response

  Date: 10/24/2022

  Hello,

  The dishwasher manufacturer, ASKO, has a one year repair warranty.  They do have a replacement option but only at their discretion.  They generally require 3 service calls on the SAME issue before they will consider a replacement.  I understand the frustration of the consumer regarding a product that fails within the first 30 days of operation.  We are reaching out to the authorized servicer in hopes to expedite a potential replacement.  However, at this point the manufacturer has not authorized an exchange.  We will reach out to the consumer once we hear back from the authorized servicer.   Tell us why here...

  Customer Answer

  Date: 10/26/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:09/07/2022

  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.

  I PURCHASED A REFRIGERATOR FOR A RENTAL PROPERTY I OWN. DATE OF PURCHASE 5/5/2021. THE FREEZER STOPPED COOLING 7/6/2021. I CONTACTED ***** AT AZTEC APPLIANCE AND SHE ARRANGED THE REPAIR. IT WAS DETERMINED TO BE A SEALED SYSTEM DEFECT AND PARTS NEEDED TO BE ORDERED (COMPRESSOR WAS REPLACED). DUE TO COVID AND A DELAY IN GETTING PARTS THE REFRIGERATOR WAS MOVED TO AZTEC WAREHOUSE FOR REPAIR AND AZTEC DID PROVIDE A LOANER FOR THE TENANT. THE REFRIGERATOR REMAINED AT AZTEC FOR ALMOST ONE MONTH BEFORE IT WAS REPAIRED AND RETURNED TO THE PROPERTY. THE FREEZER AGAIN STOPPED WORKING ON 9/7/2021. ***** FROM AZTEC ARRANGED FOR REPAIR AGAIN. THE REFRIGERATOR WAS DEEMED TO BE LOW ON REFRIGERANT AND LOADED WITH REFRIGERANT BY THE REPAIRMAN SHE SENT. LAST WEEK 8/2022 THE FREEZER AGAIN STOPPED WORKING AND TODAY A REPAIRMAN SENT BY FRIGIDAIRE AGAIN DETERMINED THAT IT HAS A SEALED SYSTEM LEAK BUT NOW OUT OF WARRANTY AND REPAIR ESTIMATED AT $798.75. (THE PREVIOUS REPAIRS WERE DONE BY FRIGIDAIRE CERTIFIED REPAIRMEN AS WELL). I FEEL THAT THE INITIAL REPAIR AND SUBSEQUENT LOADING WITH REFRIGERANT DID NOT SOLVE THE ISSUE AND LOADING IT WITH REFRIGERANT ONLY KEPT IT WORKING LONG ENOUGH TO RUN OUT OF WARRANTY. IN ADDITION THE REFRIGERATOR WHEN DELIVERED HAD A **** IN THE ***** DOOR PANEL I REPORTED THE **** IMMEDIATELY TO AZTEC AND HAVE A COPY OF THE **** EXCHANGE BETWEEN MYSELF AND AZTEC REGARDING THIS. THEY ASSURED ME THAT A NEW PANEL WAS ORDERED BUT DUE TO SUPPLY CHAIN ISSUES WOULD TAKE "4 MONTHS TO ARRIVE". ***** SUBSEQUENTLY INFORMED ME THAT MODEL WAS DISCONTINUED AND I COULD NOT GET A NEW DOOR. THIS REFRIGERATOR HAS BEEN A COSTLY NIGHTMARE, I HAD TO REPLACE TENANTS GROCERIES TWICE, I BOUGHT A NEW REFRIGERATOR AFTER THE SECOND BREAKDOWN DUE TO LACK OF TRUST IN THE PRODUCT AND THE REFRIGERATOR HAS BEEN SITTING IN MY GARAGE WASTING POWER FOR THE PAST 11 MONTHS.

  

  Business Response

  Date: 08/22/2023

  BBB,

  ************************* has been contacted and Aztec Appliance will be picking up the refrigerator in question on Wednesday 8/30/23.  A credit of $720 will be issued once the refrigerator is received.  Sorry for the lack of response in this matter.

  Customer Answer

  Date: 08/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************