Complaints

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/30/24 I went in and paid for a dryer, washer , refrigerator and stove. Paid $700.00 and picked up the appliances on 8/31/2024. These items were located in their warehouse. We brought these items home and the very next day we had cockroaches in our home. Our home never had cockroaches before. Upon calling out DOCs Pest Control ************** and learning that the refrigerator was infested with cockroaches. The worst kind to have, German cockroaches. I went to the location and explained the situation hoping they would offer to pay for the exterminator and was told they would call me today 9/6/24. No call was placed to me so I called around 3:58pm. I was then told sorry the owner wasnt going to do anythingI am beyond livid and hoping you can rectify this situation. They can come pick up their appliances and refund the $700 plus the costs of extermination in the amount of $165 back to me at this point. If no progress is made this way I will have my legal team move forward with a court suit. Cockroaches carry many types of diseases and are very harmful to children aged 7 & 9 years old.

  Business response

  09/26/2024

  I apologize for the delay in responding.  I will be reaching out to everyone concerning this matter. 

  Customer response

  09/27/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** ********

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  "On May 16, 2023, I purchased a supposedly brand new refrigerator from which was offered at a discounted price due to a dent and missing shelves. Additionally, I opted for delivery, installation, and removal services for both the new and old refrigerators. However, my experience with has been nothing short of disappointing. Shortly after the purchase, on April 18, 2024, my refrigerator started beeping, indicating a malfunction. When I contact them to report the issue they informed me that I would be charged $75 for a technician to examine the refrigerator, excluding any repair costs. Frustrated by this additional charge, I decided to seek a second opinion. I contacted ***** and had one of their technicians inspect the refrigerator. To my dismay, they discovered tape residue on the shelves and foam remnants inside, indicating that the refrigerator was not new as advertised. Furthermore, upon closer inspection, the technician found tape on the motor and water line at the back of the refrigerator, confirming that it had been refurbished. When I raised these concerns when I spoke with both ***** and ****** on May 16. However, instead of addressing my valid complaints, they were dismissive and unhelpful. Despite being within my one-year warranty period, they showed no concern for the defective product they had sold me.cI paid a total of $1050 for what I believed to be a new refrigerator, but it turns out I was misled and sold a refurbished unit. I am requesting a refund of $900 from [Company Name] to compensate for their deceptive practices and the inconvenience caused. Shockingly, when I made this request to ******, he callously responded, "You do what you have to do," before abruptly hanging up on me. This level of disregard for customer satisfaction is unacceptable. I urge them take responsibility for their actions and provide the refund I am rightfully owed. Failure to do so will force me to pursue further action to rectify this situation."

  Business response

  06/08/2024

  "On May 16, 2023, the customer states she purchased a supposedly brand new refrigerator???? I will reach out to the customer and get more details about the refrigerator, model number etc.   Yes the customer was given a discounted price due to a dent and missing shelves.

  Additionally, I opted for delivery, installation, and removal services for both the new and old refrigerators. However, my experience with has been nothing short of disappointing. The only issue I am aware of on the delivery and installation was that the water line was not connected.  When the technician arrived to install the ice and water line he notified the store that the home has a ***** infestation and he could not do the work.  We are not judging here, this happens, but we cannot bring in tool bags and risk carrying to other customers homes. We also advised the customer of the damage that an infestation can do to an appliance.  Due to not being able to perfom the ice and water line intall, we refunded the customer ****** on 5/**/2023.

  The customer stated that shortly after the purchase, on April 18, 2024, my refrigerator started beeping, indicating a malfunction????  This is not shortly after.  The warranty is for 6 months and is therefore out of warranty.  All customer receipts/signed tickets have options of 30 days, 60 days, 90 days and 6 months.  

  The customer stated that when they contacted us to report the issue they informed me that I would be charged $75 for a technician to examine the refrigerator, excluding any repair costs. Yes, the customer is OUT of Warranty and there would be a service call charge of ***** to access the appliance and then we would let the customer know what the cost to ********************** would be and it is the customers decision to continue with *********************** or not. 

  Customer stated that they were frustrated by this additional charge, I decided to seek a second opinion.  Again, out of warranty. 

  Customer then contacted Midea and had one of their technicians inspect the refrigerator. WE WARRANTY all of our appliances and or do not offer manufacture warranty.  This is also posted in the store and given to the customer at the time of purchase and or is in her warranty paperwork.   

  To my dismay, they discovered tape residue on the shelves and foam remnants inside, indicating that the refrigerator was not new as advertised. Furthermore, upon closer inspection, the technician found tape on the motor and water line at the back of the refrigerator, confirming that it had been refurbished. Tape residue and foam reminants do NOT indicate it was refurbished ...it acutally indicates the removal of NEW Packagaing which is done prior to delivery! 

  Customer stated that when they raised these concerns when I spoke with both ***** and ****** on May 16. However, instead of addressing my valid complaints, they were dismissive and unhelpful. We pulled the ticket and it is clearly marked 6 month warranty.  We can only explain the policy and apologize they are having an issue so many times and try to set up a service call before we finally just have to hang up. 

  Despite being within my one-year warranty period, they showed no concern for the defective product they had sold me.  The customer has had this ********************** for over a year, so not sure why it would be considered defective? 

  cI paid a total of $1050 for what I believed to be a new refrigerator, but it turns out I was misled and sold a refurbished unit.  I will reach out to the customer to see if there is paperwork available regarding the Medea technician visit. 

   I am requesting a refund of $900 from [Company Name] to compensate for their deceptive practices and the inconvenience caused. Shockingly, when I made this request to ******, he callously responded, "You do what you have to do," before abruptly hanging up on me.  Yes, when a customers do not like the policy or are not satisfied with the answeres they are given and or  wants to pursue legal remeidies and it is certainly within everyones right to do so.  However, it then becomes a civil matter and there is no further conversation to be had.  Of course we want to help our customers and I fully intend to reach out to this customer.  However, had this been under warranty there would be zero charge to repair or to replace it.  

  This level of disregard for customer satisfaction is unacceptable. I urge them take responsibility for their actions and provide the refund I am rightfully owed. Failure to do so will force me to pursue further action to rectify this situation."

  All Sales are Final - No Refunds - Repair or Replace
  

  Customer response

  06/11/2024

  Complaint: 21721256
  
  I am rejecting this response because: I received a response from Recondition Appliance alleging that they did not complete the water hook-up for my refrigerator because my house is supposedly *****-infested. This accusation is not only untrue but also a blatant attempt to deflect responsibility. The real reason for their failure to complete the water hook-up was revealed when I spoke with the contractor they had subcontracted. He clarified that additional fees would be incurred if he had to drill a hole, indicating that Recondition Appliance prioritizes profit over customer satisfaction.
  
  It is evident to me that Recondition Appliance cares more about extracting money from customers than delivering quality **********************. This became apparent when they initially demanded a $75 fee just to assess the refrigerator issue, with no assurance that the fee would be deducted from any subsequent repair costs. This exploitative approach to customer ********************** is unacceptable.
  
  The discovery that the refrigerator I purchased as new is actually refurbished is deeply concerning. I paid for a new product, and the evidence, including photographic proof, confirms that what I received falls short of that promise. I insist on being refunded for the overcharge on this refrigerator.
  
  Recondition Appliance attempted to justify their rude behavior, including hanging up on me, by claiming they had already provided an explanation once. However, their repeated promises to call me back without specifying the reason or outcome of the call only adds to the frustration and sense of being misled.
  
  I have been deceived and swindled out of my hard-earned money by Recondition Appliance's false product claims. Therefore, I demand a full refund. Furthermore, I believe their warranty is null and void due to the fraudulent nature of the product they provided.
  
  
  
  Sincerely,
  
  *********************

  Customer response

  06/11/2024

  I'm trying to attach of my receipt. Its not letting me.

  Business response

  06/11/2024

  I see the receipts.  They did attach.  Per the ticket there are 30 day, 60 day, 90 days, and 6 mohtns.  This indicates that the appliance is out of warranty.  I do see the pics of certain items on the refirgerator.  I would like to get the information from the company and or tech that looked at the appliance and stated it was not new.  I can reach out to the customer for this information as well.  Bear in mind that if an appliance is out of warranty, we do charge a service fee of 75.00...which is what started this ball rolling as the customer did not want to pay the ********************** fee.  Also, was the issue corrected by the other company?  Again, I can reach out regarding these questions

  Customer response

  06/11/2024

  Complaint: 21721256
  
  I am rejecting this response because: I have reviewed your recent response and would like to address several points for clarity.
  
  Warranty Periods: While their records indicate warranty periods of 30 days, 60 days, 90 days, and 6 months, none of these options were selected at the time of purchase. My understanding was that the refrigerator came with a standard one-year warranty for new appliances, which should cover the current issues.
  
  Condition of the Refrigerator: The photographs I provided clearly show signs that the refrigerator is refurbished, not new, as indicated by the tape on the water hoses and compressor. I spoke with *****, who informed me today that their technician was unavailable to explain the presence of the tape. The pictures I submitted are sufficient evidence that the refrigerator was not in new condition when sold to me.
  
  Nature of the Discount: The refrigerator was sold at a discount due to dents and missing shelves, not because it was refurbished. There was no mention of it being refurbished during the sale, which constitutes a misrepresentation of the products condition.
  
  Service Fee: While I understand the $75 service fee for out-of-warranty repairs, this situation is different. The product was misrepresented as new, and the issues stem from its true refurbished nature. Therefore, I should not be responsible for any service fees related to these defects.
  
  Current Status: The refrigerator has not been repaired by anyone. The inspection by another company only confirmed the issues related to its refurbished status and improper installation. No corrective actions have been taken, and I am still dealing with a malfunctioning refrigerator.
  
  To reiterate, my complaint centers on the fact that I was sold a refurbished refrigerator under the false pretense that it was new. The discount was for dents and missing shelves, not for a refurbished appliance. The clear evidence, including photographs, supports my claim.
  
  I request a refund of $900 to reflect the overcharge for the refurbished refrigerator and compensation for the inconvenience caused by this misrepresentation. I also expect Recondition Appliance to address any necessary repairs or replacements without additional costs to me.
  
  
  I look forward to a fair and timely resolution to this matter.
  
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My company decided to buy a H32363633**3132383336H washer, it didn&#**;t work on the first day. It wasn&#**;t wringing out clothes. I called the business and was told to bring it in. I took it back, did everything they recommended, and it still wasn&#**;t working. I was not told about the store policy when I purchased. Because I had words with the store manager, he said my warranty was forfeited and cancelled.

  Business response

  05/06/2024

  We do not offer refunds. We have a repair or replace policy and offered to replace his washer to which he declined.

  Customer response

  05/09/2024

  Complaint: 21578045
  
  I am rejecting this response because: I work for disabled government clients in homes,and washers and dryers are one of  are main priority,I made three trips there and I was told on the second trip that I would get a diffrent washer but after the manager talk to his wife who is his secretary they decided to give back the same washer,I couldn't understand why he would do that when he  had already told me that he would exchange it. I don't trust him anymore. I don't have time for hatred or games business is business.
  
  
  
  Sincerely,
  
  *********************

  Business response

  05/12/2024

  I apologize I am just now seeing this.  Sorry this must have gone to my spam folder,  I am not sure what happened here.  We will reach out

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a reconditioned washer from this place on 2/21/24. The same day it got delivered, which was 2/24/24 there was an issue. I called them right away, they sent someone out to look at it, and the next day they called me saying they will swap the washer out with another one. I didnt get the other washer until today, 2/27/24. As soon as the washer was delivered, I washed a load to make sure there wasnt any issues, and of course there was an issue with this machine also. I called them again right away to inform them how water was gushing out the washer all over my floor, due to the drain hose. I was informed that I had to wait 4 hours before someone would come out to fix it. As a customer I was being talked to very rude, and still havent been able to wash for a week, even though they have had my money for a week now. There is also a 90 day warranty they their basically not trying to honor.

  Business response

  04/15/2024

  I gave the client a new washer on 2/22/2024. This should resolve the issue. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a 6 month warranty on a refrigerator. There have been several problems. Including issues with the door and getting codes. I contacted them to come out for repair. It took them several days. When the maintenance man showed up, he broke the back panel of the refrigerator. This maintenance worker said that they are "supposed" to charge for the visit but he would waive it. I had to call another company to come in to fix this. I had to pay $475 for the fix. I am now finding out that they have voided my warranty on the basis of "refusing" to pay the service fee that the maintenance man told me he wouldn&#**;t charge.

  Customer response

  05/21/2024

  My complaint has been resolved.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I was looking for a stove and went to this location. I sent my brother in law to pay the balance on the stove. I had already put down $200. They were supposed to deliver it after the balance was paid on May 7th. They have given me every excuse possible. I was supposed to have the old stove removed and out of the way. I have done this. So as a result I haven't been able to cook. They keep putting me off. They called me and told me the motherboard went out and this stove hasn't even been in my home. They said they had ordered a part and are waiting for it to come in.

  Business response

  06/13/2022

  We do check items before they go out for delivery and it is possible there was an issue and a part was ordered .  We will reach out to the customer and if we do not have something for them in a reasonable time frame then a refund should be issued

  Customer response

  06/20/2022

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

  - I haven't received a call from them to date.  I purchased the appliance from them in April.
  
  
  
  Sincerely,
  
  ******** ******

*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. ↩