Complaints

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of 2022 we purchased a Thermador freezer and refrigerator columns from Appliance Oasis in San Luis Obispo, CA. We paid for half up front, and the remainder upon delivery in October 2022. When we purchased these items Vern, the owner of the company told us that these were just "open box" appliances, they were not used at any point. We were told that a person had ordered them for a build down south but decided to go in a different direction and purchased different items. When we recieved the freezer and refigerator it was very obvious they had been used. There was actual dried food in one of the drawers. We did purchase these at a discount but would never have purhcased used appliances. When our contractor installed the freezer it would not stop beeping so he unplugged everything and started over, this time it did not beep. We had it running in our home when we moved in December to March/April when it started beeping again. I contacted appliance oasis without getting a return call, I ended up calling Thermador directly. They sent out a repair person who determined that the freezer needed to be replaced as there was a leak in the sealed system. We were under the impression we had a one year warranty still even though they were out of box but Thermador said the company who sold us the appliance is not an actual accredited Thermador Dealer that makes our warranty void. Not only that, they looked up the serial numbers on our appliances and told us that the freezer had been installed in someone's home, a thermador repair person was called out to fix it and it was then returned to Best Buy because it was defective. Somehow Appliance Oasis then purchased it and sold it to us as a new out of box product. I have called and emailed them with no repsonse. We not only lost hundreds of dollars in food when the freezer went out, we had to purchase a new one at $8,000.00 because our cabinets were built around that specific model. We are asking for a full refund at this point.

  

  Business response

  10/18/2023

  We have supplied the customer with a refund and picked up the unit on Tuesday, October 17.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In July, 2022, I purchased a new Fisher & Paykel electric wall oven for a rental property from this business for $1,846.92, which included an installation fee of $169.95. One year later, my tenant reported that the oven latch was broken, making the oven inoperable. The oven was within the 1-year warranty period. Appliance Oasis told me they had the latch kit needed. They did not. In researching the issue, I found that although I purchased the oven in 2022, it was manufactured in 2013. No one, including the manufacturer, had the part and I was told the oven was so old, the part was no longer available anywhere. Appliance Oasis kept telling me they had the needed part and would take care of the problem. When I asked Vernon, the owner, for the name of the vendor where he supposedly ordered the part, he refused to tell me. The last service date was scheduled for Tues., Sept. 5, 2023. No one showed up. When I called, the Appliance Oasis employee told me that me my file said, "The oven issue has been resolved." Appliance Oasis tried to charge me a an additional $275 service charge, even though I had already paid $169.95 for installation. I subtracted the original installation charge from the new service charge, leaving a balance of $105.05. I told Vernon I would pay the difference if he was, in fact, able to secure and install the needed latch kit. That didn't happen. Now, I'm stuck with a year old oven that is not functioning and there is no part available to make the needed repair. Vernon, of Appliance Oasis, never admitted that he didn't have the necessary part. He kept telling me he had it and would "take care of the problem," until last week when I was told that the issue had been resolved.

  

  Business response

  09/19/2023

  We categorically deny the allegations made. Our service technicians visited the customer's property on a service call and promptly resolved the issue. The customer has an outstanding balance for the various services we provided for her property.

  Customer response

  12/07/2023

  
  
  Complaint: 20612802
  
  I am rejecting this response because:

  The response I received from the business is not true. The issue has not been resolved. The latch on the wall oven has not been replaced, therefore making the oven inoperable. I can provide a photo, if requested.

  
  

  I purchased the oven (new) in July, 2022. As you will see on the attached invoice, the payment included a pre-paid installation charge of $169.95. There were some difficulties with the installation, for which I was charged another $275 for another service call. Because I had already paid $169.95 for installation, I deducted that from the second service call, leaving a balance of $105.05, which is what the owner is referring to when he says I have an outstanding balance. I offered to pay the balance once the latch was fixed and the oven operable. I haven’t paid anything more because the broken latch has not been replace and the oven doesn’t work.

  
  

  I’d be happy to provide addition information if requested.

  
  
  Regards,
  
  B**** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  03/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 8th we purchased Samsung washer and a dryer from appliance oasis out of Santa Maria, the cost was $2290.29 They were delivered on the 9th of march, It was pointed out on delivery that the front glass of both units were marred. I addressed the issue to the delivery guy and he assured me the marks would come off after I wiped the glass with goo gone. I did they did not come off. i called the store they said try alcohol I tried that no luck. Then a few days later the dryer stopped working. I called back and said to come pick up units and refund our money. They agreed and said refund would be less installation cost. So our refund should of been $2080.39, now they are refunding us 1890.44 stating restock fee for faulty defective dryer, washer, fee for having to pick up to return. I feel this is unjust and unfair and bad business. So we are out $399.85 for defective equipment we have had for 2 weeks and couldn't use the dryer after the first week as it would not heat. I feel they should be contacted and counselled in how to do ethical business. If you can get the rest of our money back that would be greatly appreciated

  

  Business response

  03/24/2022

  We have looked over the matter. Our staff accidentally charged a service call fee which they should have not and we have already sent out your check for the difference for refund and you should be receiving the difference in the mailbox any day now. You could have called us and talked with us about the matter and  we would have updated you. We  have also called multiple times to let you know a check is on the way for $189.95 for the service call accidentally added in but no one has answered. We usually have a 25% restocking fee on all returns that is stated on receipt that you signed which would of been $478.25 but we waived the restocking fee for your convenience but we cannot return installation charges as parts and labor were used to properly install. A check of $189.95 should be in your mailbox any day now.

   

  We apologize for any inconvenience
  

  Customer response

  03/27/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 16930191, and find that this resolution is satisfactory to me.
  
  Regards,
  
  J*** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

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