ComplaintsforMike's Appliances, LLC

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction was April 6th, 2023 Amount of trasnaction was $1400 I was sold a defective washer and refrigerator. Both were problematic within 30 days after purchase. The refrigerator's freezer portion immediately started to form ice in the bottom of the freezer. The washer broke down within 60 days after purchase, and it has broken down twice since. I called ****'s Appliances to seek a resolution. Instead I was the manager was nasty and condesending.

  Business response

  12/17/2023

  On 4-6-23 ********************************** purchased a unitized washer/ dryer set and a Refrigerator. Mrs.  ******** signed the receipt and the Agreement to terms (warranty information). The warranty information was explained to ******************** and she was given a copy of the receipt and agreement to terms. The Warranty ********************* had for her purchase was a 30 day parts and labor warranty. ********************* had the opportunity to purchase a longer warranty but declined to.
  

  ******************** items were delivered and installed on 4-12-23. After the items were installed and tested by the delivery personnel she was advised that if she needed anything pertaining to the items to call the office.
  
  On 4-15-23 ********************* had called the store for a service request. She had stated the dryer vent had came off the unit. A service call was scheduled promptly for our next availability which was 4-28-23.  On 4-18-23 the technician called 30 minutes prior to arrival as a courtesy notice. Once the technician arrived they were able to re attach the dryer vent. At no time did ********************* mention anything about any issues with the refrigerator or any other issues with unitized washer/ dryer. The ********************* thanked the technician for fixing the dryer vent. The technician advised ********************* that if she had any other issues to contact the office and we would get a service call scheduled.
  

  No personnel from our company heard from ********************* again until 12-4-23. On 12-4-23 ********************* called and stated she was not satisfied with her items. She stated that after a short time of having the refrigerator the bottom compartment starting getting some ice.********************* stated she called a outside service repair company to come look at the refrigerator.  ********************* did not mention anything about having to purchase another refrigerator or that there was any other issue with refrigerator. From the description of the issue she had stated it seemed to be a clogged drain from the evaporator which can happen during cleaning of the items. It is the presumption that refrigerator works fine with no issues as there was no further mention of the refrigerator. Our staff asked ********************* why she didnt contact our store for a service request as previously explained to her and has she had previously done. She had stated she didnt know she could of called us. ********************* also stated she had an issue with washer not draining. Again our staff asked ********************* why she didnt call the store for a service call and again she stated she didnt know she could.
                  Our staff explained to ********************* that she had purchased her items on 4-12-23 and purchased the 30 day warranty which expired on 5-12-23. They also explained to her that she was 7 months out of warranty. It is this companys practice that if an item is slightly out of warranty ( 2 to 3 weeks) that the company will either repair the item or offer a an exchange. With being 7 months out of warranty it was explained to ********************* that unfortunately she was to far out of warranty. It was also explained to ********************* that we do offer a $40 credit for her washer towards another purchase. ********************* became very upset and belligerent with our staff. She demanded that we pay her expense for her calling an outside repair service company and the cost of the items. It was again explained to ********************* that she had a 30 day warranty on her items and that she needed to call our office while the items were under warranty to set up a service call. We advised ******************** that we would not be covering her expense for calling an outside repair service company and that her items were very far out of warranty now.  Again it was explained to her that we do offer a $40 credit towards another purchase. 
  

  Attached our copies of the receipt and terms of agreement signed by *********************

  Customer response

  12/17/2023

   
  Complaint: 21012782
  
  I am rejecting this response because:

  First let me make a correction; my title is NOT *********************. My title is ********************

  My response for rejecting the business' response: My daughter, C. *****************************-***** and myself, *********************************, did complete a purchase on the date indicated, most of the details explained and provided by the representative for ****'s Appliances is correct, again MOST of the details but NOT all of the details are TRUE/FACTUAL and correct. My daughter is the person that initially placed the purchase for both appliances on her credit card. During the transaction, she (********/******) both heard the "manager" at the time, say, "There is a 30 day warranty for both appliances." At NO TIME were WE told that WE could purchase an extended warranty, at NO TIME. That statement is not factual and not true. 

  The two times I did call about the problems I was experiencing with the washer/dryer and refrigerator, both "managers" did not take the time to hear all my facts. Both employees immediately began to raise their voice to me, were disrespectful and condescending. They never offered a $40 credit, which again in UNTRUE and NOT FACTUAL.

  The refrigerator began to show problems soon after the purchase. Being that I am not a professional appliance repair technician, I dismissed the issue with the refrigerator ************ condensation into the freezer until it became abundantly apparent that it was an issue that required repair. The repair to the refrigerator, done by ********************** Repair also included a $69 trip charge. The repair was basically rerouting the condenser hose, cost me close to $400! I fully aware of the 30 day warranty, so why would I call ****'s Appliances to make them aware of the issues I was experiencing with the refrigerator?

  In the meantime, my washer/dryer broke down in late June, again, outside of the 30 day warranty. I called ****** Whirlpool Repair and they sent a man to complete the repair, which again included a $69 trip charge. The repair person discovered the wiring under the washer was initially wired as a temporary fix. The repairman from ****** Whirlpool spent over two hours re-wiring the washer connections. The washer has broken down two more times. The same man from ****** Whirlpool came and completed the second repair and informed me that their is a connector that had come loose and he reattached it. 

  Both repairmen told me the issues with the refrigerator and washer//dryer should have been fixed before they were put on the floor to be sold at ****'s Appliances. In other words, the appliances were faulty to began with and should not have been sold until the appliances had been fully inspected and fixed.

  The entire last paragraph of the response from ****'s Appliances is NOT TRUE and NOT FACTUAL. Again, both managers immediately began to ****** at me and forced me to hang up because both "managers" were not willilng to listen to any information I intended to express. Had either of the "managers" taken the time to listen to the facts I wanted to communicate, the issue may have not arrived at this point. In fact the second "manager" I spoke with initiated the conversation by saying, "The other manager was not dealing with the customers very well and that's why he isn't a manager here anymore." He also never allowed me to express the details of everything that had transpired with the appliances. If the "manager" offered anything during our recent "confrontation" I would not have heard because he was not rational, he wasn't engaging in a rational conversation and presenting himself in a professional manner. He also made statements to me in an attempt to intimidate me.

  I want a full refund for the purchase of the appliances. I want full reimbursement for the charges I have paid to have the appliances repaired, and I want a replacement for the washer/dryer.

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

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/30/2022 I purchased a used 2x2 kenmore refrigerator and installation from mikes appliances via telephone. I was assured the unit was fully functional that everything was working. The refrigerater was delivered on or about Janurary 3 or 4. One week to ten days later the unit stoped working completely. Items in the freezer were melted and the frige section was warm. I took steps by adjusting the temperature waiting over night to access the problem. Nothing worked. I reported the problem to Mikes and a technician was scheduled to inspect. The tech. determined what the problem was and stated the part needed was not in stock, I would have to wait for the part to come in. Several days later the part was in and the tech would come out and install it. It appeared the unit was finally working up to standards. At this time I scheduled for installation of the water line to be connected. ****'s does not do water lines and I was not able to confirm at the time of installation. A service person connected the water line on 1/23/2023. I waited a couple of days for the ice machine and water dispenser to work but they did not. I was advised the lines were connected correctly and that there was a malfunction elsewhere in the refrigerator. I reported the problem back to Mikes's But was told my 30-day warranty had expired, there was nothing they could do.

  Business response

  01/31/2023

  ******************** purchased the refrigerator on 12-30-22. As stated in the signed receipt and Terms of service agreement The water line/ ice maker/ water control or anything else do with the water line for refrigerators is not covered under the free 30 day warranty. Every customer is also told this before every sale. ******************** was told this as well and again was on every document he has received. ******************** had the refrigerator delivered on 1-3-23. on or about 1-18-23 ******************* had called and stated the refrigerator was not keeping cold. A service call was scheduled for 1-20-23. The technician came out and assessed the refrigerator needed a new cold control unit, which was not in stock at the moment. Also to mention the cold control unit has nothing to do with water line/ ice maker function. It only controls turning on and off the compressor and temperature settings. It was explained to ******************** the unit was ordered and would be in stock on Monday 1-23-23 and that the technician would come back to install it. The technician had the refrigerator working and cooling before he left on 1-20-23. The technician also explained to ******************** what was wrong with the cold control and that if the refrigerator stopped working again before Monday to tap on the cold control with the palm of his hand and the refrigerator would start working again. The technician demonstrated how to do it and ******************** had stated "okay that's easy."   On 1-23-23 The technician responded back to ************************** residence and replaced the cold control. ******************** stated "I only had to tap the unit once." The refrigerator was cooling properly. At no time during any of the contacts with ********************** did he ever mention anything about a water line. At this point ******************** had already had the refrigerator for about three weeks. 

  On 1-27-23 ******************** called and stated the water line/ ice maker seems to not be working. It was explained to ******************** again that the water line/ ice maker/ or anything to do with the water control/ water was not covered under the warranty for the refrigerator and again pointed out the paper work that ******************** had received. It was also explained to ******************** that at this point he had the refrigerator for almost 30 days and not mentioned anything previously at any point during any of the interactions about the water line not working. We value our customers and has always we explain the warranty as well as give the customer a copy of the warranty information before any sale. Specifically for refrigerators we explain to the customer that if they would like we can always hook up the water line at the shop and see if the water line / ice maker does work, BUT that it is still not covered under warranty should it not work at a later time. The customer is aware that when they purchase a refrigerator with the water line operational that the warranty does not cover it should it stop working a day or two later. The customer is made aware of the risk in regards to water lines. However we do we stand behind our product and customer service. Should a customer buy a refrigerator  with the knowledge that the water line has been tested by a service person and expects that the water line should work even though they assume the risk that it might not work at a later time and fully knows it is not covered under the warranty. In that case it has been this companies practice that  if the customer calls within the first week of owning the refrigerator and states the water line/ ice maker/ or anything to do with those parts is not working/ leaking we would offer an exchange or a refund even though it is not covered under warranty.  1 week of owning a refrigerator is ample time to notify us of a problem with water line/ ice maker.  After 1 week of owning the refrigerator if we are not made aware of any issues with the water line/ ice maker or any of the parts associated with that, the we again explain to the customer that it is not covered under the warranty.  In this case ******************** has never reached out to us and mentioned anything about the water line/ ice maker until 1-28-23. And at that time it was again explained to ******************** that had he have called us within the first week of owning the refrigerator in regards to to the water line issue we could have exchanged it for him. However after owning the refrigerator for 29 days and then calling to state the water line does not work, left at us point where we were unable to service his request. A refund was offered to ******************** for the refrigerator to resolve the situation even though again, the issue is not covered under warranty. ******************** refused the refund and stated he would have to appeal the decision. ******************** was offered a full refund for the refrigerator. ******************** had also purchased an install of the refrigerator originally.  ******************** was told he would be refunded for the refrigerator but that the service of the install of the refrigerator was already completed and that would not be refunded able as the service was already completed. 

  Please see attached warranty information as well as on our website/ and any listing involving a refrigerator we post. 

  Customer response

  01/31/2023

   
  Complaint: 18954867
  
  I am rejecting this response because: the refrigerator was delivered without a water filter and I was unable to ascertain if the water line was working. Than the refrigerator stopped working and again I could not determine if the line was working. Also, I had to order the water filter on line and had to wait for the delivery. Once I got the filter delivered I had a service appointment scheduled. The technician hooked up the water line and the filter. This was unsuccessful. I immediately notified ****'s appliances. I was told they would contact a service person and get back to me. They did not get back to me. I reached out again spoke to **** who stated he would contact his boss and get back to me. **** did get back to me but he had negative information for me. I will accept a refund or a repair as a remedy.  Thank you. 
  
  Sincerely,
  
  ***************************

  Business response

  02/03/2023

  ******************** was given the all paper work as shown stating the water line, water filter, ice maker, and any other component that deals with the water is not covered under warranty. ******************** stated because the fridge stopped working after a couple weeks he was not able to test the water line. Again the cold control unit that failed 2 weeks after delivery has nothing to do with any type of control for the water line. It only controls the compressor and temperature which also was repaired within 3 days of the being reported to the company.  ******************** stated on 1-23-23 that he had a service technician install water line for him. ******************** stated that he had immediately contacted the company to report the issue with the water line. However ******************** did not contact the company until 1-28-23 to report any issue with water line. ******************** stated he thought it might take a couple of days for the water line to work. If water line was installed by a private technician, not sure why the technician would not of tested the water line immediately after installing and why ******************** would wait 5 days before contacting the company. As previously stated before ******************** was offered a refund for the refrigerator even though the paper work given and as explained to him clearly states the water line or any components dealing with the water are not covered under the warranty. We feel we have gone above and behind trying to assist ******************** with offering a refund for ******************** even though the refund is completely out of scope from the warranty paper work. We will again offer a refund to ******************** one last time in effort of trying to show our appreciation for our customers. The refund would be for the price of the refrigerator. It will not include the installation fee paid as the installation service was already completed.   

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