ComplaintsforCity Wide Appliances

• Initial Complaint

  07/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I paid $250 cash for a used fridge on June 28 and extra $50 For delivery by July 1 for my tenant. The owner Stacey at ************ did call me Friday morning to explain that they paid their delivery driver ahead of time and he was a no show, so she needed me to have someone there to help her carry the fridge up a few steps. I have tried to get her out there 3-4 occasions and as of today, July 11, still have not received the refrigerator. The phone number is non working to the business ************ so you have to physically go to the business to talk to them. I was promised in person on Friday that I would have it delivered the morning of July 10, but still no fridge and no return call from the owner who I have left dozens of messages for.

  Business response

  07/20/2022

  Thank you for allowing me to respond to this claim. To begin, I would like to explain that my business phone line has been giving us ongoing problems, and we are working with our phone provider to resolve them. Still, my cell phone is available, and Ms. ****** did have this number (as mentioned in her claim).

  Ms. ****** purchased the refrigerator on June 28^th and wanted it delivered in three days. I told her that there were only two of us in the shop and I would need to make sure that I had someone to help me deliver the refrigerator, as it is something that I cannot deliver by myself. Ms. ****** told me we would need to communicate with her handyman as he has the house keys, and she gave me his number. I told her I would confirm delivery as soon as I knew I had help. I would also like to mention that I asked Ms. ****** how far away the house was and if there were any steps. She told me it was about 10 minutes away, and there were only three or so steps. Distance and number of steps are essential information, as I charge a fuel charge for distance, and navigating steps with a refrigerator is not easy.

  I did not hear from the handyman, and I called him several times and left messages. Finally, I gave him my cell number, asking him to let me know when we could deliver the refrigerator. I contacted Ms. ****** to let her know I could not get in touch with the handyman. She stated that she had been having problems as well. I told her I could deliver the refrigerator if someone could help me. She said the tenant said he would help but does not get home until after 7:00 PM, which is after our regular business hours. We arranged delivery with the tenant.

  In closing, I would like to mention a couple of things. First, the house was a 22-minute drive from our shop, not 10 minutes, and there were at least eight steps to the house. Second, Ms. ****** selected a larger refrigerator than the previous unit. When purchasing a fridge, it is essential to measure all doorways and openings correctly and choose an appliance that will pass through doors without issue. It took over an hour to install this refrigerator as we had to remove the handles and move carefully through the spaces so as not to cause any damage. Fortunately, we could do this with the tenant’s help.

  Stacey ** ****

  Customer response

  07/20/2022

  
  Complaint: ********
  I am rejecting this response because:
  I never dealt with the owner directly until the day of delivery. When I purchased the refrigerator, and bought the size that my contractor told me would fit, the employee at her company assured me if I paid $50 extra they could have it delivered to the address I provided by Friday (3 days after date of purchase). The owner called me Friday morning to say that employee had paid the $50 in advance to the man helping her deliver and that he was a no show. At that point, I was now obligated to assist her with this delivery that I had already paid for. That is the reason I told her to contact my handyman because he was going to be in the area that day. She responded the next day saying she was never able to reach him and just wanted to let me know. My handyman said she never reached out. But I tried reaching her multiple times over the next week and half with no response back whatsoever. That’s why I had to make 2 physical trips to her store and talked to the same employee who sold me the fridge both times with assurance that they would get it delivered. Once the owner finally called me, her explanation was it would be 3 more days because that day was her birthday and she was done for the day, the following day was a school award program for a grandkid, and so I would have to wait until the day after that for delivery. 
  Sincerely,
  ****** ******

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