Complaints

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a frigidair refrigerator on 2/28/2023 from the Appliance Wizard. In June it stopped working I called them they sent someone out to look at it and told me the Compressor was bad and they do not have the equipment to fix it so they would have to turn it over to their warranty department ************************** Consumer **************** called me said they was having where having issue finding someone to service my refrigerator and told me I was approved $100 Service call so I could get an estimate to send to them so they could pay to have it fixed. I have called the Appliance Wizard many times and they keep telling me that it is on the warranty department and there is nothing they can do. I have called Consumer **************** and they will not return my calls or emails. I have been without a refrigerator for a month now. This place should not be allowed to sell Appliance they can not work on.

  Business response

  08/01/2024

  Customer purchased a refrigerator on February 28th, 2023 with a one year manufactures warranty. Customer purchased an extended warranty on the unit which goes into affect after the first year warranty ends. As stated by the customer, ********************** has done everything on our behalf to get this customer taken care of through their extended warranty. As the customer has uploaded, them and CPS have been in direct contact and they have dispatched this service call to another service center; closing out Appliance Wizard's ticket in the matter. We did upload in the customers favor that we could not do the repair and we do not reccomend the repair. The extended warranty company has opted for a second opinion, thus leaving the matter between the consumer and their extended Warranty. 

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a refrigerator from this company and have been having issues with the ice maker. The refrigerator makes ice but does not distribute it. We have had technicians come out and they are unable to fix the issues. I have asked for a replacement and they refused.

  Business response

  05/17/2024

  We have Spoke with this Customer regarding the complaint with the unit multiple times. We have contacted whirlpool numerous times throughout the process of the repairs and service that we have been out on. They have verified the unit to be working as prescribed by whirlpools engineers. Whirlpool has stated that it can take up to 3 days to fill an ice bin without ice being used throughout the filling process. The unit purchased comes with a full manufacture warranty and is not returnable to the retailer. A return would need to be done through the manufacture, whirlpool corporation. When we inquire to whirlpool about the functionality of the unit, it is working as designed by the engineers. We would be happy to work with the consumer on an exchange to a unit with dual ice makers to help ensure they get the amount of ice that they are in need of. 

  Customer response

  05/20/2024

  Complaint: 21682728
  
  I am rejecting this response because:
  
  Its making the ice but is not distributing it. It is not putting the ice in the tray and holds it for 4-5 hours.  Once it makes the ice, its suppose to recycle and put the ice in the tray. It is taking a huge amount of time to recycle the ice cubes. I was quoted that it should recycle by about ***** mins at a time according to ****** and *********** I was told that 3-4 days it should fill up, but it does not. I am willing to do an exchange or refund of about half the amount I paid.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Original order was delivered February 29. Purchase new with negotiating a price match from *********** When I went in to make purchase the brand and appliance was discusses as to how well of a product it was. Upon delivery both washer and dryer doors were damaged they told me they would get new ones asap and replace them both. Replacements came in after 45 days they came out to replace while I was at work as they couldnt work with my availability. I got a call saying they fixed the dryer door but the new washer door was damaged again. Upon arriving home I took the plastic off the dryer door and pulled it open the front of the new drier door fell off. I went to the store to let them know we had an issue the sales man said nothing I can do at 5pm on a Friday night. Ill deal with it on Monday. After further conversation he stated what do I expect buying ge and price matching it which should have no barring on the product being c*** as I have asked to be able to swap brands since Ive had two issues now and was there since day one. He was helping another custom when also helping me. Told me to just duck tape it and they would figure something out. For a product I paid ******* have had issues since day one. The business response Friday evening was as if I was the issue. Not satisfied with the response or quality and for the price point Im just **** with this item and this business subpar customer service.

  Customer response

  04/24/2024

  No successful resolution as I was only given the option to let them service it or to let ge service! Thats no option, Joke of a place that I will never buy from again nor recommend and let others know the poor customer service. Locally owned is no better than big box store! 

  Business response

  04/25/2024

  Customer Purchased a special order washer and dryer. As the retailer, we ordered the washer and dryer directly from the manufacturer. Upon Delivery, there was cometic damage to the washer and dryer doors (scratches to the outside), unfortunetly we do not manufacture this product. We ordered the Washer and dryer door replacements from the manufactuer the same day of delivery to the customer. Cosmetic parts ***********-8 weeks to recieve from the manufacturer, We have no control over shipping and recieving time frames direct from the manufacturer. When we recieved the doors we scheduled the customer in the earliest timeframe available and repaired the product. The washer door came in damaged from the manufacturer, and since the original door only had cosmetic scratches and was functional, we reordered the door. Since this complaint, we have spoken with the customer and they wish to continue with the repairs. 

  Customer response

  06/06/2024

  Appliance wizard contacted me and offered two resolutions, one being that they take care of the issue two being the manufacture taking care of the issue.. so no real solution. Seeing that this was my only option I agreed to let them fix the doors once again. Here we are today 6/6/24 original order date was 2/16/24 order washer and dryer set, once again arrived damaged told me they would re order them once again as this has been the third set. No other resolution has been offed, as Im being told is was a special order item, seeing they have little inventory in stores almost everything has it be ordered. The second set of doors I had to duck tape together to hold. Thought giving a locally owned place business was a good idea have learned you get the same crappy service as the big box companies. No resolution will not refund or compensate for anything. I have to keep taking off work just for all the issues. When I went in to talk to the sales man he laughed at me basically told me I got what I paid for all while helping another Customer at the same time very unprofessional and very rude. The customer service offered with all these issues has been terrible. Seeing that they wont do anything about these issues besides order new doors reviews will be left with all sites to warn others so they dont get crappy service. Would love to even speak with the owner as each time I ask to speak to someone I get told well Im the manager of this and that. **************** it not top priority 

  Business response

  06/11/2024

  As previously responded, We are the retailer and not the manufacturer of this unit. Customer Special ordered a washer and dryer set after not being satisfied with any of the one hundred plus options we carry at our locations. We have taken all precautions and steps necessary with the manufacturer to get replacement doors. Doors are large items and take six to eight weeks to come directly from the manufactuer. The units are also functioning and only have cosmetic defect which in no case prevents operation of this unit. We previously spoke with this customer and offered her an option of contacting the maufactuer; GE and finding a different servicer, She opted out and chose to keep us as her servicer. We have ordered these doors from the manufacturer under all circumstances, we do not ship the parts nor manufacturer the unit. We can only provide service as it is written in warranty policy from ***************** As the retailer we have accepted the parts and kept in contact with the customer under all cirumstances. We cannot provide satisfactory service or staff to this situation and we have now turned this back to the ************ **************** to hopefully find a satisfactory service team for the consumer. 

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Back in July 2023, this company has worked on my refrigerator several times. They said I needed some parts. On Aug. 10, they came back and fixed some parts on it. Another guy came out on Oct. 2 and he told me that the guy that came out before messed it up. He said I should get money back on it and now they are saying there is nothing they can do for me. My filter is not working right and my ice maker is not working now. All they did was take my money.I would like a refund.

  Business response

  10/23/2023

  This response is utilizing technician notes made on the work orders for this consumer. On July 13, 2023 we sent a technician to the **** residence for a complaint of the ice maker not working. The technician observed a frozen evaporator unit and warped housing associated with the ice maker. On August 10, 2023 the technician went to the **** residence and installed parts associated with the condition. Which included a gasket, an air handler housing and a defrost thermostat. This remedied the problem and the ice maker began producing ice. 

  On Oct 2nd, 2023 we sent a technician to the **** residence for a complaint of water leaking into ice tray and freezing into big chunks. The technician observed that the refrigerators internal blown in insulation has deteriorated and has caused a physical rust hole in the back cabinet of the refrigerator which is in turn causing the unit to condensate on the interior from the warmer ambient air making contact with the cooler interior components. The technician notified the consumer that the can=binet of tghe refrigerator is not a repairable piece. 

  Out of kindness to this customer, the technician did not charge the customer for going out even though the complaint, problem and diagnosis was completely different than the july issue and technically was not covered under our service warranty. 

  The customer has, in her letter to you, asked for a refund for the repairs. 

  The ************ call repaired in August was a vaild repair and the consumer had a working unit. There is no justification for a refund of this repair.

  The *************** call involving a different complaint and an unrepairable part outcome had no fee assessed to it which leaves no justification for a refund since the collected amount was zero dollars.

  thank youj

  Customer response

  10/23/2023

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

*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. ↩