Complaints

This profile includes complaints for St. Augustine Appliance & Refrigerator Repair Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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St. Augustine Appliance & Refrigerator Repair Service has 2 locations, listed below.

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  St. Augustine Appliance & Refrigerator Repair Service

  175 Osprey Marsh Lane Saint Augustine, FL 32086

• 

  St. Augustine Appliance & Refrigerator Repair Service

  2181 Unit B Dobbs Rd Saint Augustine, FL 32086

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:05/22/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  5 December 2022 Hurricane Nicole flooded our utility room and took out the control panel of our stand up freezer. ****** **, the employee for boss ***** said they could order the part. it cost $261.00, well the part never came in. ***** and ****** refuse to pay me back. All I want is my money back.

  Business Response

  Date: 07/31/2023

  I was unaware of there being an issue with the part availability, or lack thereof and will issue the refund.

  Customer Answer

  Date: 08/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting his response because:  the man, ******, representing St Augustine Appliance said they had to order the electronic board - that died due to water damage.  Then St Augustine Repair said they couldn't find said electronic board.  BUT REFUSED TO RETURN MY PAYMENT FOR $261.00.  I still have the text exchange saying he would send a check to my address, which never happened.  He knew I paid for the board and he knows he refused to repay me.

  Regards,

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

• Initial Complaint

  Date:01/17/2023

  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.

  On february 22,2022, I requested service from St.Augustine Appliance Repair, ***** ****** for a broken ** frid**. They gave me an estimate of over $500. He said he had a NEW ******* , french door model, that he could sell me for $1,299.00 . I paid cash for it, they installed it at **** ****** *** ****** *****.. When I tried to register the Frid** for warranty purpose, I found out/I was told by *******, that what I got from him was a 2020 Refurbished *******, and the Warranty already expired. I then reported same to the ******, ***** ****** , and he said: "Regardless I will warranty the unit for 1 year" When it broke,, on January 12th, 2023, and called ** ****** for service, he started yelling, and he refused to service the frid**, which was still under HIS one year Warranty. ***** ****** has defrauded me, and I request that he takes his old refurbished frid** back and reimburse me $1,299.00

  Business Response

  Date: 01/17/2023

  All of the items in my inventory are purchased from "**** *** ****** ******* ** ***** *** Sold to me as ***** **** ********** ** ******* * **** ****** which **** *** gives a 14 day return item policy, which also offers an extended warranty if purchased. Beyond that the manufacturers standard warranty covers everything excluding rubber, glass, or plastic items for a period of 1 year, also most manufacturers have an additional 5 year warranty on the sealed system (compressor, condenser, evaporator, & filter dryer). I do recall our conversation regarding your concerns over the warranty February in of 2022 in which I stated that I would stand behind the unit for the 1 year, but have no knowled** of any correspondence with you since then. If you have issues with the refri**rator that I installed at the rental property or the assisted living location where it was delivered, please contact me at

  Regards ***** ******

• Initial Complaint

  Date:09/14/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 GE front load washer from this business on 5/04/2022 under the pretense that the machine was brand new with a full warranty just having couple of cosmetic dings from which the "discounted" price. When the owner ***** showed up to deliver the machine it had more dents than had been reported and he apologized stating he knock off and extra $100 for $599 total rather than $699.( see attached) Fast forward to August after struggling to figure out why the washer wouldn't drain and was noisy . I attempted to clean the filter thinking something was clogging it. The entire filter drain housing was completely tucked underneath the dryer and had to be pulled to the front of the washer with pliers. I called st augustine appliance and ***** requested I contact GE directly for repair. I did so and the GE online portal showed that the machine was no longer warrantied. (see attached) I then called GE direct and spoke with a representative that said it was in fact a used machine and had been registered in November 2020. I went ahead with the scheduled service. The service person **** showed up on 8/30/2022 and verified that the machine was in fact used (registered Nov. 2020) damaged and needs a new drain as it was completely separated from the machine and was no longer under warranty. **** said headquarters was willing to accommodate this one repair but that would be it. I called and spoke with the owner ***** on numerous occasions and on 9/3/2022 ***** said he'd give me a full refund for the machine and to put it out to the curb for the trash to haul off he would not be coming to get it. On 9/13/2022 I called and asked ***** where my refund was he said he wouldn't give me a refund he just said that to get me off the phone. I then informed him that I'd be filing this complaint as well as any other for of warning to other buyers of his fraudulent business practices

  Business Response

  Date: 10/03/2022

  I inform all of my new appliance sales customers the place of origin is **** *** ****** ****** out of ***** **. These products are purchased by me as "New" clearance, open box, & scratch and dent items. I am unable to dispute the hearsay as being registered in 2020.  I don't perform any type of manufacturer's warranty being the manufacturers don't compensate me in any way for said service. If a product was purchased from me and there was an issue in less than 30 days I would either repair or replace the product. After 4 months of use and it being a manufacturer's warranty issue I am unable to issue a full refund as was demanded by Ms. ********.  

  Customer Answer

  Date: 10/03/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  This man literally sold me an appliance stating it was brand new with a few dings.  see attached receipt.  I had no reason to believe otherwise until I reached out to the manufacturer as per his request for repair and was told that the appliance in question is in fact used see attached repair order refusal. The item in question is $798  brand new at home depot and I paid him 599 thinking it was new with some cosmetic dings see attached home depot upc.   As a supposed reputable and BBB accredited business he should be held accountable for false representation of merchandise.  He told me on 9/3/2022 that he would give me a full cash refund and when I called him a week later he stated,  " I just told you that to get you off the phone."   I just want my money back he can have his piece of ****, used, broken machine!!
  

  Regards,

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

  Business Response

  Date: 11/21/2022

  In response to  Complaint: ********, 

   

  I inform all of my potential customers, items in our inventory are purchased from a **** *** ****** ****** in ******* *******, They are sold to us as "Open Box, Scratch & Dent, or Clearance Items". If there is a problem with an item that was purchased from St Augustine Appliance within 30 days the product would be repaired or replaced at our expense. This goes beyond the 14 Day period that **** *** offers unless an extended warranty is purchased. Beyond that we would refer to the manufacturer.

   In regards to  Ms.******** ******** demand for a full refund after 4 months, and coincidentally finding a similar item on sale for approximately an additional $200 would not justify St Augustine Appliance absorbing the entire cost of said unit. 

   

  Regards,

  ***** ******

  Customer Answer

  Date: 11/21/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  First of all,  neither Mr. ****** nor his son who sold me the machine ever informed me of their company dealings with **** ***.  I was told that the unit was new with minor cosmetic defect.  As it turns out via proof from the repair by GE the machine was actually broken and still continues have problems ( see attachments).  The fact that I was sold a used and broken machine under the pretense of it being new is FRAUD and should be resolved by providing me with a new machine or a full refund.  I did not purchase the machine from **** *** and can not hold them accountable due to that fact.   I purchased the machine from St Augustine Appliance who delivered and installed the machine in my home, they should be held accountable for selling me a used and broken machine.

  Please assist me attaining resolution,

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

  Regards,

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

  Customer Answer

  Date: 11/23/2022

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  Sincerely,

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