Complaints

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:02/17/2025

  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 dryer there 2/13 were told we could pick it up 2/14 after 11am; went up there 2-3 times from 1pm to their closing time of 5pm and no one was there ALL DAY, called 15+ times and left VM's and never got a call back. Ended up going and buying another dryer from somewhere else over the weekend, as we needed one desperately. Went up there 2/17 to ask for a refund since we never received our dryer and now they're refusing our refund for something that was out of our control as NO ONE showed up for work, including owner, on 2/14.

  

  Business Response

  Date: 02/17/2025

  Unfortunately due to staffing issues and a family emergency we were not able to staff this location that day. That being said when the customer purchased the appliance it is explained at that time that all sales are final and that we do not issue refund.  We will not be issuing a refund on the dryer but can give the customer a store credit to be used at a later date and that is all. Thank you 

• Initial Complaint

  Date:07/19/2024

  Type:Delivery 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.

  I purchased a washer, dryer and oven from Reconditioned Appliances North. I also paid for delivery.They were originally supposed to be delivered on 7/17, but they rescheduled for 7/19.When I made the purchase, I asked them to call to give me a heads up before the delivery because it was to a rental house and I would have to meet them there. I told the office this multiple times. They said they would give me a heads up.On the day of delivery, phone records show I received a call from the driver at 11:32a saying he was at the house. This is not a heads up. I told him I needed 20min to get there and headed straight there. At 1150a, as I was pulling up to the house, the delivery truck drove past me. I tried to get their attention, but it didnt work. I waited at the house hoping hed come back. He then called me at 12p saying he had left, which I already knew, and wasnt coming back. If he had waited 10 more seconds like I told him, the delivery would have been completed. Instead he was rude and disrespectful.I called the office at 1209p. Reconditioned Appliances North now wants to charge me a rescheduling fee for a new delivery or I can pick up the appliances myself, which I cannot do. They will not let me cancel the order saying all sales are final.Apparently its okay for them to reschedule, but they want to charge me for it, even though it was THE DRIVERS FAULT. He did not give me a heads up like I asked. He did not wait for me to get to the house like he said he would. He also lied about the details on his report to their office. My phone records can prove otherwise.These are terrible business practices. Theres no excuse for this behavior. I will not pay for the drivers s**** up and I shouldnt have to. Theyre now holding the appliances I paid for hostage. Thy need to honor the agreement and deliver my property as intended.

  

  Business Response

  Date: 07/20/2024

  The customers delivery time was scheduled between 10 am and 1 pm on the 17th. At 11:17 am the delivery crew notified the customer via text as well as a phone call informing the customer they were on the way. At that time the customer told the delivery crew he was 7 minutes away and would meet them there. They arrived at 11:32 and no one was there. We then made another phone call to the customer And he stated he was in route. The delivery crew waited another 30 minutes with still no one showing up to receive the order. Our delivery crew is contracted out and are not employees of our company but they did however wait ample time for the customer to arrive. If the customer wants the ******************** redelivered they will have to pay another delivery fee as they were already there once during the scheduled time frame. Thank you 

  Customer Answer

  Date: 07/25/2024

  Complaint: 22016272
   
  

  Thank you for your response. Unfortunately there are several discrepancies I would like to address with the aid of text and phone records as proof.
  
  The customers delivery time was scheduled between 10 am and 1 pm on the 17th.
  
  The first delivery was scheduled for the 17th between 9a-11a. Then your company rescheduled the delivery for the 19th between 9a-11a. There was never any 10a-1p delivery window according to the texts you sent.
  
  At 11:17 am the delivery crew notified the customer via text as well as a phone call informing the customer they were on the way.
  
  I did not receive any text at 1117a. I was sent a text at 1132a saying the driver was en route, but I also received a phone call from the driver at 1132a saying HE HAD ALREADY ARRIVED, which is not en route. I requested multiple times to receive a phone call giving me enough time to get to the residence and was told I would get one.
  
  At that time the customer told the delivery crew he was minutes away and would meet them there.
  
  I live in ***********. The delivery address is in ********, which is 15-20min away. Before I left, the driver called back at 1133a to ask how long I would be. To be safe, I said I would be there in 20min, but I actually made it in 17min.
  
  They arrived at 11:32 and no one was there
  
  This is the only true thing you said and Im glad you admit when the delivery driver arrived at the house, which is the same time I got the text and phone call. This makes your driver 32min late, outside of the delivery window.
  
  We then made another phone call to the customer And he stated he was in route.
  
  The last phone call (3 in total) was at 12p, which was 10min AFTER the driver left the house and refused to come back. I arrived to the house at 1150a and watched the delivery truck DRIVE AWAY, refusing to come back.
  
  The delivery crew waited another 30 minutes with still no one showing up to receive the order.
  
  There was no another 30min. The driver waited a total of 18min, from 1132a-1150a. He didnt even wait the full 20min that I told him it would take me to get there and he agreed to wait.
  
  So, to recap: there was no text or phone call giving me a heads up. The driver arrived to the house AFTER the delivery window. He said he would wait, but then he left before I got there.

  Also, according to your unwritten policy, since you rescheduled on me the first time and then missed the delivery time window the second time, I would appreciate you refunding me my delivery fee. Consider it a rescheduling fee.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/26/2024

  If the customer wishes to have the ******************** delivered to his home he is welcome to pay the redelivery fee. Until that is taken care of we will not be returning to the residence. Thank you 

  Customer Answer

  Date: 07/26/2024

  Unfortunately there are several discrepancies I would like to address with the aid of text and phone records as proof.
  
  The customers delivery time was scheduled between 10 am and 1 pm on the 17th.
  
  The first delivery was scheduled for the 17th between 9a-11a. Then your company rescheduled the delivery for the 19th between 9a-11a. There was never any 10a-1p delivery window according to the texts you sent.
  
  At 11:17 am the delivery crew notified the customer via text as well as a phone call informing the customer they were on the way.
  
  I did not receive any text at 1117a. I was sent a text at 1132a saying the driver was en route, but I also received a phone call from the driver at 1132a saying HE HAD ALREADY ARRIVED, which is not en route.
  
  
  I requested multiple times to receive a phone call giving me enough time to get to the residence and was told I would get one.
  
  At that time the customer told the delivery crew he was minutes away and would meet them there.
  
  I live in ******** IL. The delivery address is in ********, which is 15-20min away. Before I left, the driver called back at 1133a to ask how long I would be. To be safe, I said I would be there in 20min, but I actually made it in 17min.
  
  They arrived at 11:32 and no one was there
  
  This is the only true thing you said and Im glad you admit when the delivery driver arrived at the house, which is the same time I got the text and phone call. This makes your driver 32min late, outside of the delivery window.
  
  We then made another phone call to the customer And he stated he was in route.
  
  The last phone call (3 in total) was at 12p, which was 10min AFTER the driver left the house and refused to come back. I arrived to the house at 1150a and watched the delivery truck DRIVE AWAY, refusing to come back.
  
  The delivery crew waited another 30 minutes with still no one showing up to receive the order.
  
  There was no another 30min. The driver waited a total of 18min, from 1132a-1150a. He didnt even wait the full 20min that I told him it would take me to get there and he agreed to wait.
  
  So, to recap: there was no text or phone call giving me a heads up. The driver arrived to the house AFTER the delivery window. He said he would wait, but then he left before I got there.

   

  There was no good faith effort to deliver my property.

  Customer Answer

  Date: 07/29/2024

  I feel like my complaint was closed with no resolution. I feel as though, I should not have to pay a redelivery fee, because I paid a delivery fee previously but did not receive my paid appliances that the business still has possession of.

  Customer Answer

  Date: 07/29/2024

  I would also like to request a refund of my original delivery fee, since this has taken so much of my time.

  

  Business Response

  Date: 07/29/2024

  We will not be issuing a refund of any kind. Whenever the customer pays the redelivery fee we will bring his order back out to the house. The customer missed his appointment time and we would now have to bring the appliances back a second time. We are no longer interested in going back and fourth over this matter as we have already explained the situation and provided our policies. Thank you

  

  Business Response

  Date: 07/29/2024

  We will not be issuing a refund of any kind. Whenever the customer pays the redelivery fee we will bring his order back out to the house. The customer missed his appointment time and we would now have to bring the appliances back a second time. We are no longer interested in going back and fourth over this matter as we have already explained the situation and provided our policies. Thank you

  

  Business Response

  Date: 07/29/2024

  We will not be issuing a refund of any kind. Whenever the customer pays the redelivery fee we will bring his order back out to the house. The customer missed his appointment time and we would now have to bring the appliances back a second time. We are no longer interested in going back and fourth over this matter as we have already explained the situation and provided our policies. Thank you

  Customer Answer

  Date: 07/30/2024

  Complaint: 22016272
  
  I have reviewed the business' response and am rejecting it because:
  
  Ive proven, with evidence, that I did not miss the delivery time and all of the information they provided is false. The company was late with the delivery, outside of their scheduled delivery time, they did not call ahead of time and did not wait for my arrival to the location like they said they would.

  Im willing to compromise, forget the refund and just accept the appliances I paid for, but I will not pay another scheduling fee when they failed to make the delivery Ive already paid for.

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

  Customer Answer

  Date: 08/15/2024

  This matter has been resolved. 

• Initial Complaint

  Date:07/18/2024

  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 purchase a used refrigerator and Stove in June 2024. I charge a total of $711.00 for both items and a delivery fee of $100.00. I tried the water dispenser and I notice it was leaking water in the refrigerator. They offer to come and repair the leak. I wanted them to take it back. I Spoke with a manager by the name of **** and he told me no refund or return and if I delivered the refrigerator to the store. He would immediate return it back t o me.

  

  Business Response

  Date: 07/18/2024

  We already have an appointment scheduled to look at the refrigerator as outlined in our warranty policy. We will not be picking up the refrigerator until we have examined it and repaired it. In the even we can not repair it as long as it is not to do with ice and water as we do not warranty those items also explained in the warranty we will replace it. Thank you

• Initial Complaint

  Date:07/06/2023

  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.

  On 5/10/23 I purchased a GE refrigerator for $584.25. They brought it to our home on 6/11/23, and within 24 hours the refrigerator never got cold. We took it back the next day. We dropped the refrigerator off at the store and picked up a Samsung refrigerator. It worked for about one week. On 6/14/23 they came out to fix it because it was making a noise and the temperature would not get cold. It worked for 3 days and they had to come out again to fix it. They brought out a 3rd refrigerator on 6/29/23 and it wet out on 7/3/23. I spoke to someone form the store and I was told to come out to the store 7/5/23 to speak with the manager named ****. On 7/5/23 I went to the store to try to get further assistance. He said he was tired of hearing about me and they have never had an issue with other customers. He said they are not replacing the refrigerator but will send another repair man out. I told them I didn't want a repair man to come out but to receive my money back. He was so rude and didn't want to help us. I'm diabetic and have insulin that needs to stay cold. I 've also had food spoil due to the refrigerator not working.

  

  Business Response

  Date: 07/20/2023

  We never received the initial complaint via email is the reason for the late response.  As of 7-17-23 we have picked up the appliance for the customer and issued them a full refund. Please let us know if anything further is needed. 

• Initial Complaint

  Date:09/13/2022

  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 had a horrible interaction with this company. I don't usually write reviews but I had to make an exception. We had someone come out to look at our dishwasher approximately two weeks ago. Tech said to run milk through it and if that didn't work, he would come back to fix it. Sounds great. Only costs $65. Did that repeatedly as instructed and did not solve the problem. Called back to set up another appointment fully understanding it would cost more money - no answer, left a message during business hours. No call back over the next couple days. Finally called back again four days later and asked for someone to come back out. They explained if the milk didn't fix then I have to buy a brand new dishwasher (ours is brand new 1 year ago). I stated I don't follow how it could already be broken. He stated that "new dishwashers just aren't built like they used to be." He then proceeded to say he didn't know that much about them and I asked to talk to somebody who might know more to which he replied "we haven't sold dishwashers here for years" and that "he was the manager." I took this comment to mean he knew the most about dishwashers there (but I could be wrong). So said goodbye and I hung up, upset. I then called ** (the brand of our dishwasher) and they were dumbfounded to hear someone had told us that we needed a new dishwasher and gave us the number for another repair company that they recommend. I say this to highlight the inaccurate response the manager at Reconditioned gave me. Today I called to get my money back. I explained my case; he said "if someone goes out there, they have to charge them". I responded that the tech did not follow through on a second visit. He stated sharply "I'm telling you right now, you're not getting your money back." At this point, he's starting to raise his voice. I tried to explain but he hung up on me. I just want my $65 back and for people to be aware of them.

  

  Business Response

  Date: 09/14/2022

  Customer called stating their dishwasher was throwing a code for soap suds in the unit and set up an appointment for our technician to come and diagnose the issue for $65.  Upon inspection of the dishwasher we noticed an extreme build up of calcium or hard water deposit through out the whole inside of the unit and made the customer aware of this issue.  Once we attempted to run the unit it would throw an error for suds or excessive soap and at which time our technician pulled the filter out of the bottom of the dishwasher and discovered it was completely clogged with soap scum and hardened calcium.  Our tech completely cleaned the filter and began research on possible fixes for the dishwasher. The only thing recommended by the manufacturer was to run the dishwasher with 5 to 6 ounces of milk in a bowl on the top shelf on auto cycle to try and eliminate the amount of soap build up due to using improper soap or the use of excessive amounts of soap.  The tech advised the customer at that time if that did not correct the issue they may want to consider replacing the unit. We at no time told the customer we would come back to look at the unit as there was nothing further we could do to remedy the issue as there is no way we could possibly remove and clean all of the build up through out the unit. We did receive the customers message and had not had a chance to return their phone call by the time they were able to speak with our manager at which time he informed them of the report from the tech and that there was nothing more we could do for the dishwasher.  Unfortunately the customer was not satisfied with the fact that there was nothing that could be done and kept trying to talk the manager into sending someone out again and instead of going back and fourth with her he terminated the phone call to avoid an argument.  We are unsure as to why the customer would consider someone telling them over the phone who has never even inspected the unit that it is repairable and base their request for a refund for services that have already been rendered.  Unfortunately we have performed the service the customer has paid us for and will not issue a refund for the service appointment that has been paid.  If they would like to pay someone else for a second opinion then that is solely at their discretion. Thank You 

  Customer Answer

  Date: 09/14/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  the business did state to my wife that they would come back out and never did. They also stated they didn’t know that much about dishwashers and hadn’t sold them for years after the tech had come out so my thought why would you come out to fix it if you don’t know that much about it. **, the company who makes the product, advised me that no matter the cause of the error code, replacing the unit as a whole was not the best choice as it could be fixed.Finally, it was the business who raised their voice at me when I wish to continue a calm conversation.
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:07/20/2022

  Type:Sales and Advertising 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 refrigerator from this business on March 14. It was delivered March 18. Since the delivery, they have been out to work on it two times. Now the mother board and the compressor are out. They can order the parts, but they will not fix it; they say they aren't allowed to. I paid $600 for the refrigerator. They are not willing to honor the warranty because I am two days past the 90 day time. I would like to return the refrigerator and get my money back. I don't think that the appliance should have been sold it those parts went out that quickly.

  

  Business Response

  Date: 07/20/2022

  The customer came in and purchased a Bosch refurbished refrigerator with a 90 day warranty on 3-14-22 and was delivered on 3-18-22 into the customers home.  The customer called a week later stating there was frost built up in the freezer so we sent a technician out to look at it and the door needed to be adjusted from when the delivery techs took them off to get into the house.  The seal just wasn't making contact all the way around causing warm air to come in creating frost.  Since then we have heard nothing from the customer until Friday July 15 2022 at which time the customer stated the refrigerator was not freezing or cooling.  We informed the customer that her warranty had expired on 6-18-22 and informed her we could set up a service appointment for her if she liked and that the cost was $65 to come out and diagnose the issue and that we would work with her as much as we could since she had purchased it from us.  The customer agreed so we went to the customer's home on 7-18-22 to look at the appliance and diagnose it.  At that time the tech determined the motor in the compressor had locked up and was not repairable unfortunately.  When we informed the customer of the issue she became irate and refused to pay the service call fee so we informed our tech to just leave the residence and move on with his calls. While we are sorry the refrigerator has failed we have honored our warranty and the customer is over a month past the expiration of that warranty so we will not issue a refund. The customer was fully aware of our policy and 90 day warranty at time of purchase. Thank you