Complaints

This profile includes complaints for Appliance Direct, Inc. (All Store Locations)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Appliance Direct, Inc. (All Store Locations) has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Appliance Direct, Inc. (All Store Locations)

  397 N Babcock St Melbourne, FL 32935-6718

  
• 

  Appliance Direct, Inc. (All Store Locations)

  125 Precision Way Titusville, FL 32780-8137

  
• 

  Appliance Direct, Inc. (All Store Locations)

  1153 Malabar Rd NE Unit 8-10 Palm Bay, FL 32907-3264

  
• 

  Appliance Direct, Inc. (All Store Locations)

  120 Simpson Rd, Suite B Kissimmee, FL 34744

  
• 

  Appliance Direct, Inc. (All Store Locations)

  3345 US Highway 441/27 Fruitland Park, FL 34731-4478

  

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:02/21/2024

  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.

  I purchased a home like a month ago and I bought a washer and dryer, they got delivered but I wasnt home for the delivery. I saw the products 3 days after delivery (I dont live in that house yet)When I saw them I noticed that they were too big for the laundry room and call appliance direct asking them to exchanged them.They refused to exchanged them, because they were delivered already. This companys exchange/return policy states that exchanges and returns can be done within ************************************************************************** their original package. Those machines meets all of their requirements, because they still havent been use. Im still in the process of moving.This company is misleading consumers into buying stuff that they can not be return or exchange even if it meets all of their Requirements . They are taking advantage of consumers by cheating and misleading them into buying expensive stuff that are not returnable

  Business Response

  Date: 02/23/2024

  F**** ********* picked out a washer and dryer on the floor, open box as stated in her complaint but they were never previously installed. Once the units are installed, they are no longer in the same condition they were purchased in. F**** insisted the units did not fit in the laundry room. She sent me a picture of the laundry room that made the units appear the door would not close as stated in her text messages to me but upon looking at the pictures our delivery team took they *******. After asking for additional pictures that might be able to show me what she was talking about she said she would send me those pictures but never did. It appears for some reason or another she has buyer's remorse or maybe she is taking her old units from her previous house to her new one. I am not sure what the case is, but I can assure anyone reading this it is not because they don't fit. Please see the pictures for all proof needed. There were multiple ways this could have been avoid but none were taken. 
  
  
  1. Measure before buying.
  2. Measure after buying (she had the model numbers at this point.)
  3. Not sign for the appliances upon delivery or at least note something on the satisfaction form. (Neither were done)

• Initial Complaint

  Date:02/16/2024

  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.

  I purchased a fridge from the ********* ******* store for one of my rental units when it arrived it was damaged and the tenant then text me it was damaged and sent pictures. I immediately called ***** the store manager and he said they would pick it up and within a couple of days. This was January 5 2023 on about the 8 th they pick the unit up and ***** said they would issue credit for ****** but as of today February 16, 2023 no adjustments have been made . I contact discover card and they said they couldnt force them to issue a credit. I feel that they a defrauding their customer and as soon as I pay the ****** my attorney will be ready to go to file suit against appliance . I was told by *** there it was my problem and I had to keep the fridge . This company promotes scratch and dents . I bought a new fridge not scratch and dent .they have sold that ****** and my tenant took a picture of the model and serial number and sent it to me so my attorney will have to this information. I just want my credit of ****** to my discover card by march 10 or I will be forced to take legal action

  Customer Answer

  Date: 02/23/2024

  I called their ********* store and was going to purchase from **** a fridge a stove and a microwave but  as I told him I dont do business with companies that are dishonest. The ********* store failed to issue me a credit since Jan 9 **** when they picked up that fridge that was damaged. Apparently Someone called them and **** told me to go to ********* store with that credit card and they would issue credit  for ****** and I did and they issued credit  now we will see if it gets credited to my discover card   Sad it took till feb 22 to get my credit  they will not get anymore of my business.thank you BBB for there every bit helps  ************************* ************  very disappointed in appliance direct   
  *************************************************;

  Business Response

  Date: 02/26/2024

  I answered the charge back as a challenged response on 2/9.
  ***** emailed me on 2/6 telling me to accept the chargeback, and I sent in all the information for the file. 
  It came in today 2/22 as a pre-arbitration and I accepted the case so the customer will be refunded. 

  We apologize for how long it took the credit card company to get back to us.

  Thank You

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21303326
  
  I am rejecting this response because:
  You intentionally took your time after several calls and no action on your part I will never buy from appliance direct again  your ********* store needs better management 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/15/2024

  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.

  I went to the ********************* appliance direct, specified I wanted a ********** electric stove with air fryer/no preheat combo. With a flat top. And matching fridge, dish washer and microwave whirlpool. I was told by ********************* in sales that he had all the appliances I wanted and for less then *********** The appliance were in fact 184$ more then ********** I didnt check my bad. Being a women and a disabled vet w adhd and sever anxiety from military. I believed **** and made the purchase. He in fact made me believe that he was several hundred dollars cheaper than *********** When in fact he was selling me a stove w no air fryer / no preheat damaged. And did not disclose that information. The drivers told me they needed an additional 30$ for door removal on the fridge and 10$ for second floor delivery. So I paid it this was a lie. They pushed the stove against the well and I looked at all the fronts of the appliances for dents as this is normally where damage would happen. When I had someone come to hook up everything he noticed a big dent in the back of the stove. I called appliance direct after I messaged them to explain the 1. Damage 2. The incorrect stove 3. The money demanded by the drivers 4. The lie about being cheaper then *********** I was told the money asked for was he said she said my problem. that the damage was my problem i signed. How was I suppose to pull the stove out Im a women and alone. Then he tried to talk circles around me about the price. I told them I wanted to send the stove back due to damage and not the correct stove. They said 60$ pick up fee + 20% restocking fee. There mistake and damage stuff becomes my problem along w dishonest delivery people. All in all this cost me an 184$ more damaged and not what I ordered and a lot of stress. And having to pay for the appliance being connected and disconnected 100$ the other stove is 450 more. i want to rerun this damaged one free of any charge and my 40$ back fraud. 324$ refunded to me.

  Business Response

  Date: 02/20/2024

  Good afternoon,
  
  
  ******** ordered a suite of appliance for her kitchen on the 10th of February 2024. She was provided a line item and pricing and her receipt. ******** is exercising that the Frigidaire Range that she purchased was not what she was sold "Air fryer and no pre heat" unfortunately, the model we carry isn't an induction slide-in range with Air fry. *************** is also expressing fraud due to the $30 additional door removal which is on the delivery she signed at time of purchase. ******** states that her Range was damaged at the time of delivery. She did sign for the delivery agreement which states" By my signature below, I verify that delivery of my Appliances agreed that there was no damage." *************** called a day later for appliance direct to come pick up her appliances. We agreed and told her there will be a $60 delivery charge and a 20% restocking fee. Due to the appliances now being use and they have lost value. APPLIANCE DIRECT does have pictures as well as all signed documents.
  
  
  Best Regards,
  Matt

• Initial Complaint

  Date:02/05/2024

  Type:Product 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.

  Please See Attachment

  Business Response

  Date: 02/05/2024

  This fridge was swapped out last month.

  Thank You!

  Customer Answer

  Date: 02/05/2024

   
  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,
  
  *******************************

• Initial Complaint

  Date:12/11/2023

  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.

  Customer: *********************** ************* GE model #JGBS66REKSS-6 GAS RANGE $535.00 ORDER #****** ******* range was purchased on 9/2/2023 and was defective. A service tech was sent out 9/23/2023 through the business warranty and was unable to repair and suggested the range be returned. The range was then returned 9/25/2023 to the same store, never having been used once, and the store stated that a return would be issued via check in the mail for the full $535.00. We have a receipt with the order for a refund and even made sure to ask for the associate to sign it as proof that a refund was issued. It is now 12/11/2023 and we have received no refund. As a show of patience and understanding we waited to call until 12/11/2023 at 11:48am and ask about the refund check we have yet to receive. We spoke to ****, the manager, and he informed that the refund had not been started/refund had not been processed yet. Instead he said the invoiced had been closed. He said he was gonna start it and that it would take 60 days for the refund to be received. We were originally told the refund was processed 9/25/2023 and if we hadnt paid attention and called to ask about a missing $535.00 the refund would never have been processed.

  Business Response

  Date: 12/15/2023

  We apologize for the delay.
  It was an error in the paperwork.
  We sent the refund check out on Tuesday the 12th.

  Thank You!

• Initial Complaint

  Date:11/08/2023

  Type:Product 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 82 year old my 90 year old husband and I purchased a new refrigerator from Appliances Direct on October 27, 2023 for almost $2000.00 the fridge was delivered on 10/28/2023. On 10/31/2023 @ 11:50 am our **** driver called Appliances Direct and reported the freezer handle at the lower section of the fridge came off in my hand. I had called him to take me back to the store. (**** driver is our regular driver and felt we did not need to visit the store, a call should do) The person he spoke with said they would send a repair person out by 3:00 pm that afternoon. No one came out. When I called them back that afternoon they said the repair person left for the day. No one came out, no one called me back. My daughter took me back to the store for a resolution on 11/06/2023. The man at the counter tried to instruct her how to attache the handle back on the freezer, she refused and told him this is not a job for her. He then called over a man name Guy who claimed to be the store owner. He took my paper work looked it over, throw it back at me and said " I will call you." My daughter was not happy he threw the receipt to me and then walked away to go eat his food in full site, so she walked over to him and said she was not pleased with his behavior towards me. He literally shouted at her and me to get the " HELL OUT" he said " You came over here to bother me after I am trying to help you". "GET OUT". In essence we are trying to help him regain his reputation and honor. We are the customers. Anyway a service repair person came by that afternoon and said the handle cannot be repaired we need a new fridge. I cannot understand how a brand new fridge, freezer handle could be broken two days after I received the fridge, to the point its not repairable. The fridge I received was not package, no packaging came with this fridge. They claimed it's a brand new fridge that was taken from the store floor. A fridge on the store floor was handled by customers and are generally called floor samples. It's not new. My husband and I are being taken advantage of, because of our age and color by Appliance Direct. Now they're asking me to go through the warranty company, if I don't want to be charged for repair or a new fridge. I purchase this fridge less than 14 days ago. Within their returned policy time frame. Please Help

  Business Response

  Date: 11/20/2023

  Mrs. ******
  
  
  To address Mrs. ***** alleging, we sold open box/scratch and dent both without transparency. 
  The fridge purchased from Appliance Direct on 10-27-23 was with full knowledge being an open box unit; also known as scratch and dent or floor model. The customer acknowledged it before purchase as all damages were pointed out and the customer. Her response was awesome, that is how to save money. You also purchased a dishwasher 3 days later which was also open box, age has nothing to do with this. It was clearly communicated, acknowledged, and posted on the price tag of the unit.
  
  
  To address the situation with Guy 
  There was a lot of disrespect and words exchanged between your daughter and employees before it came to what was written above in your post. It is difficult to help someone when personalities clash. Guy took all the notes needed to fix the situation and walked away to desolate the situation. To follow him behind the counter and continue a conversation does escalate things. Appliance Direct was attempting to resolve the service issue that day which was not fixable with a new handle. (See images and 2nd to last paragraph for additional details.) 
  
  
  To address Mrs. ***** we have done nothing to help fix her handle. (It is not a broken internally, broken hinges inside the door which we will get to later)
  We have been in constant communication with both Mrs. *****, her daughter, and grandson. We spoke with her grandson in detail on how to install the handle with an allen wrench before Mrs. ***** took the phone from him and said it is not his job it is your fix it. We did speak to your Uber drive who said we had to be there within 2 hours, or we will have to schedule for a different day. After determining we could not be there within 2 hours I called Mrs. ***** and we rescheduled for another day.
  
  
  I talked to Mrs. ***** on 11-2-23 to reschedule and she told me to not worry about it, it is fixed for the time being and if she needed me, I instructed her to call back. After this point only her daughter would communicate with me. 
  
  
  I spoke to Mrs. ***** on her cell phone. Not her daughters listed in the email at the following times.
  
  
  10-27-23
  6:54pm
  6:52pm
  11-6-23
  5:01pm
  
  
  Starting from 11-2-23 I was only communicating with her daughter. 
  
  
  11-6-23 ~ 11-9-23
  
  
  To summarize our conversation, I personally went out there to put the handle back on because it is a very simple fix and does not require a technician. Upon arrival I noted the door is broken internally where the hinge is and there is nothing wrong with the handle. This explained why no one was willing to try to fix this and every attempt that was made to help them was responded with this is not my job. Mrs. ***** and her family were not accurate with their description of what needed to be done. I took multiple pictures and set up a service provider to fix the door (not handle) knowing a new door might be needed. There was nothing said about getting a new fridge, not sure where the customer got this from. I set the service call up for the customer as a curtesy to help resolve this. The customer insisted on getting a new fridge based on a return policy we do not have, and it not listed anywhere in the building or our website.
  
  
  Appliance Direct still wants to help this customer even though it has been difficult and are attempting to sour our reputation by leaving out multiple facts and omitting key details. It is also important to note that this fridge is for a rental and has multiple using it (of which none of them have been one of the four people calling the store) It is hard to know how rough the tenants are with the handle. To summarize Appliance Direct has been communicating with four different people to fix this. When four different people are involved in a single conversation there is bound to be confusion. There are a lot of moving parts to this, so it is understandable to see why there has been miscommunication, but it is not from a lack effort. 
  
  
  Appliance Direct stands behind New Leaf, our warranty provider on all ******* appliances for all functional parts. It is unclear at this time if this is going to be listed as abuse or not but will continue to be as accommodating to the customer as possible. Please see pictures of the fridge for evidence of a simple handle is not the cause of the problem. 
  
  
  Thank you,
  Appliance Direct

  Business Response

  Date: 12/09/2023

  The person who originally assisted you with the purchase of the fridge is the person responding to all your concerns. The price tag on the you selected says says OPEN BOX on the top of the price tag. Clearly listed and also has a red boarder around the unit to distinguish it from our yellow tags which are in box (no damage), this is how the entire store it. We also pointed out all damage to Mrs. ***** before purchasing the unit to which the response was that is why we are here to save money as noted in the previous response. We have gone back and forth between Mrs. *****, your tenants, grandson, both of your daughters, and of course your uber driver to complete the list. To say there has been no communication is simply not true. I have listed the days I have called from my person cell phone number, not including the days and times I have called from the store phone as I cannot assess the call history as easily. 
  
  
  We sent out a repair man to look at the freezer handle on Dec. 4th to look at the freezer handle and diagnosed the internal piece is broken inside the door. The handle appears to have been pulled very hard passed the point where the handle is designed to and broke it. It is an unpopular conversation to have but it would appear that one of the tenants pulled the handle too hard and broke it. All our ******* fridge's all have a 1 year warranty on functional parts. As you can still open and close the freezer it is still functional and not covered under warranty. This is also clearly noted in the store just like the price tag that was on the fridge stating it was open box.
  
  
  Thank you for your understanding,
  Appliance Direct Melbourne
  

  Customer Answer

  Date: 12/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Based on your response, it is apparent you did not read my previous reply. So I would like to highlight the key points:
  
  -        The person responding is not the individual we had dealings with
  
  -        I was never informed the fridge I purchased was damaged
  
  -        I NEVER made any statement about saving money. (Perhaps, I am being confused with another person they also had issues with). 
  
  -        The fridge was delivered on a Saturday October 28th, on Tuesday October 31st I called the store to let them know about the freezer handle coming off when I open it. There weren't any tenants in the house at the time. NONE!
  
   
  That said the pictures provided  below by Appliance Direct says brand new-out of box. Then you go on to state these are damaged items. So they are NOT brand new. Further you admit you sold me a product you knew to be damaged in multiple areas. As I stated before, I called you within two business days AFTER the installation to tell you the freezer handle broke/detached when I went to open it. There were NO tenants in the house. I am an 82 year-old woman weight of 142lb . You admitted the fridge was damaged, you stated it was an open box item, indicating it was previously returned or a floor model, and yet the freezer door handle detached 2 days after my  purchased  and it's someone else’s fault. Or it’s an easy fix and I should try to fix the freezer handle, my daughter should try to fix the freezer handle,  or even tried to get my underage grandson to fix the freezer handle. Anyone you can get involve in taking this responsibility, except you, Appliance Direct.
  
   
  I am 82 years old, I have been calling to try to get this fixed since Tuesday ,October 31,  after I had the fridge installed. I have asked my family to try to help me. I have called multiple times, I have gone to the store, and again and again you  have avoided responsibility, instead passing the blame to tenants that didnt exist at the time I informed you of the defective freezer door handle and now stating the defective freezer handle is functional. If the handle is functional, why is it coming apart. Was it manufactured this way? So I should be contented with paying thousands of dollars for a product you were notified two days after purchased, of its defect.
  
  I am now convinced I was purposely sold a defective product and given your continual behavior of avoidance I now believe you knew it was defective and this is a well orchestrated scam, to con an old woman out of her money. It has been almost 2 months now and all I have asked for is that you replace or repair the broken part of the fridge. If you had been in such communication with me and willing to help, I would not have had to write to the BBB and we would not be where we are presently.
  
   Again,  I  am requesting that you fix this freezer handle or replace this refrigerator.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:10/26/2023

  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.

  In March of 2019 I purchased a ******* refrigerator from Appliance Direct in Melbourne. Unknown to me, both ******* and Appliance Direct had agreed to refer to this unit as refurbished, and both treated it as such. Whether the unit had or had not actually been refurbished is not clear. ******* claims it has, Appliance Direct claims it has not. In any case, no one indicated its condition to me at the time of the sale, and the sales receipt shows no indication of it being anything other than a new ******* refrigerator (copy of sales receipt available on request). In February 2022, ******* announced that they would replace, free of charge to its customers, the ice maker in their French door line of refrigerators as that ice maker had been found to be defective in design. ******* has declined to replace the ice maker in refurbished models. If I had been sold a new model, I’d get my defective ice maker replaced; with my refurbished model, I don’t. Since Appliance Direct sold my refrigerator to me as new, and all that that implies (e.g., safety & other recalls, manufacturer instigated repairs, product notices, etc.), I expect them to replace my ice maker free of charge. They have declined to do so.

  Business Response

  Date: 11/01/2023

  ****** *******
  
  Appliance Direct is sorry to hear your ******* ice maker has gone out. As stated in the store in 3 different locations all ******* appliances are covered by *** **** for 1 year all functional parts and labor. This does not go past 1 year unless you choose to take out an extended warranty for an additional 3 years to get a total of 4 years. There is nothing written or verbal language that is used at the time of sale that would suggest the warranty is through ******* but plenty to say it is through *** ****. This unit is brand new but sold to Appliance Direct with no warranty from ******* which is why have posters and all the people on the floor are trained to explain this if/when asked too. If you call ******* it is listed as a unit with no warranty in their system. It is classified as refurbished or non-warrantied. This is how Appliance Direct is able to sell you a fridge with a MSRP of $3,199 for $1,539. All customers do have an option to renew the warranty at the end of the 4 years if they choose to do so through *** **** directly. To summarize, the fridge is not refurbished as it was not used or repaired, just listed that way in *******'s database to avoid them paying for service calls when they do not hold the warranty. This is why Appliance Direct has poster(s) all around the store for clarity. *** **** warranty is only good for the time listed on the poster (1 year) unless purchasing the extended warranty (4 years). As the fridge is 4 years and 7 months old it is out of warranty and not covered by warranty.
  
  Thank you,
  Trace P**** ************

  Business Response

  Date: 11/17/2023

  After reviewing your BBB complaint, it appears that there may be a misunderstanding on your part. Appliance Direct prominently displays posters and signs strategically placed thru out the stock about the applicability of the OEM warranty. It is true that *** **** carries the functional warranty of our ******* products. But as you stated in your letter this is a factory defect and not a warranty or functional defect covered by the OEM warranty or by Appliance Direct.
  
  The factory defect can only be fixed by the factory
  
  I would like to offer you store credit of $100 on your next purchase of store products.
  
  If you have any questions, feel free to email me.

  Thanks!

  Customer Answer

  Date: 11/20/2023

  
  Complaint* ********
  
  I am rejecting this response.

  We may have reached an impasse. The business is saying, “ Appliance Direct prominently displays posters and signs strategically placed thru out the stock about the applicability of the OEM warranty.” They may well do that now. They didn’t then. I’m not sure another round of them saying they’re off the hook because they now display signs abrogating them of responsibility for what they did in 2019 is going to solve this problem, but I’m willing to listen to what the BBB says, and even Appliance Direct as long as they (A. D.) say something different.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:07/31/2023

  Type:Product 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.

  We bought a refrigerator from Appliance Direct in Melbourne, FL we were told we we were getting one that was in the box instead they gave us the floor model and would not take it back since the refrigerator was already in my house we have had the appliance repair people out several time to fix it and it is still not making ice and the freezer is not working properly. We were told because we had It delivered and plugged into our house that we cannot return the refrigerator. The company refuses to replace the refrigerator and we feel like we have been ripped off by appliance direct, they treated my husband disrespectfully when he went in to try a resolve this issue and they would not help is now we feel like we are stuck with a refrigerator that we paid nearly $4000 for and it doesn’t work and the appliance repair service cannot se to find out what the problem is . If a product doesn’t work they should stand by this product and take it back, horrible company and horrible customer service, and will never ever deal with this company nor will I ever recommend them to anyone I know in fact I am already getting the word out about the unprofessional treatment and the horrible service we received from this company, it felt like it was bordering on criminal!

  Business Response

  Date: 08/02/2023

  The customer new about the floor model. We gave them another $200 dollars off it is in the delivery notes when he came in to get the discount. He was also told in the morning by Guy as well as Anthony D*********** before taking delivery of the fridge but chose to keep it anyway. I was unaware the fridge did not work or that is was not working properly but I will call brandt's and follow up. See notes in the attachment.
  
  
  Here is the invoice form 6-27-23 the day we refunded him. I had him sign the terms and conditions line on the bottom and you can see in line item 6 and up in delivery notes in the top right corner

• Initial Complaint

  Date:05/05/2023

  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.

  The delivery happens today May the 4th. The delivery driver had an attitude from the onset. They left the old refrigerator in the middle of the kitchen which was supposed to be removed. They also did not unpackage the stove and left that not even put in place. I paid for these services and did not receive them.

  Business Response

  Date: 05/18/2023

  The delivery company called the customer 30 minutes to inform him that they were on their way. They ask the customer if there was a clear path to the kitchen and please empty the refrigerator. 
  When they got there, there was furniture in the way and the refrigerator was full of food. They again asked the customer to remove the food from the refrigerator, and the customer refused. They moved the refrigerator and put the new one in place and the customer again refused to move the food from the old unit to the new unit. They explained that they could not take the refrigerator with food in it. They would leave there so the customer could move the food. Once that is completed they will go back and get the refrigerator.

  Thank You!

• Initial Complaint

  Date:05/02/2023

  Type:Product 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 purchased a washer on 11/29/2022. During my purchase I was asked if I wanted to buy an extended warranty. I was also told that the washing machine had a 1 year manufacture warranty. I declined the extended warranty. From the first day the washer shakes my entire house. Not wanting to call and deal with Appliance Direct, since they don’t return calls, my husband did multiple things. Leveled it at least 10 times, put anti vibration pads, reinforced the floor and put an anti vibration mat under the machine. Nothing had worked and the noise it made only got worse and worse. Finally I called the manufacturer on 4/24. I was told they could not help me because my warranty expired on 9/1/2022. How could my warranty expire before I even purchased it? After sending in my receipt to prove my purchase, I was told to contact appliance direct because they may have sold me a used washer and that was illegal. I called and Appliance Direct sent out a repair person at no cost to me. The repair man tells me that the washer is defective and can not be repaired. He tells me that he will call Appliance Direct and and tell them that I needed a replacement. I was told Appliance Direct would call me to set up the next step. In true Appliance Direct style no calls , no followup and no one knows whats going on.

  Business Response

  Date: 05/16/2023

  This is a front load washer and there are shipping bolts in the rear of the washer. The customer picked up the unit and took it home. If all the shipping bolts are not removed the unit will bounce around.
  
  The warranty is thru NEW LEAF and it is posted in the store. The customer has not contacted New Leaf for service. If the customer did not remove the shipping bolts New Leaf will charge them a service fee.
  
  To help the customer we can send one of our delivery companies at no charge. If the shipping bolts were not removed and there is damage to the unit, service will have to be called in.

  Thank You.

  Customer Answer

  Date: 05/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I have called for service.  The person that was sent out said the washer was not repairable and should not have been sold.  This service was on May 1st.  I have still not had a call back after many calls since reporting to the BBB.  Every call I am told it will be escalated to management and yet I never receive a call back still.  Blaming this issue on shipping bolts is silly. New Leaf is owned by Appliance Direct which is why they have the same customer service skills.   
  

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

  Business Response

  Date: 05/22/2023

  We have spoken with the customer; they are working with the warranty company on resolving the matter.  They will follow up with us if any further assistance is needed.