ComplaintsforMako Appliance And Mattress

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  -Bought refrigerator on march 11 2024 -Scheduled for delivery on march 12th -March 12 showed up to wrong address - Rescheduled Thursday march 14th they didn’t show up until 7pm that night -wanted to take the fridge apart to make it was on them moving it up the stairs. -didn’t have the correct tools, so I loaned them my tools to do their job. -go the fridge where it was supposed to go they couldn’t figure out how to put it back. So they said a tech would be out to fix everything. They left my house at about 9:30pm - waited a week for a call back, nothing so I called and asked, they had the tech come out to my house. - he tried to put the doors , said they work. I looked at it, and said nope you’re going to run the bottom drawer and besides the bracket that holds the door was bent because he installed t wrong. - so he said he would come back with a different door and different bracket for my sliding drawer. A week goes by he gets a different door and was able to put that one on correctly. But the brackets he brought for the bottom was wrong so he had to order a new ones. -finally after calling them was able to get the tech back out and put the sliding door on. Got all the doors working correctly -after a couple days noticed the top ice maker wasn’t working. So I make a call, talk to ***** he calls warranty -***** says the tech will be here this day he never even shows or calls -call ***** he makes another appointment says they would be there at 430 he didn’t call me until 630 I was not home. Had to leave. Said we would schedule a new appointment -get new appointment scheduled, tech works on ice maker, says he put new part in, waited 2 days still not working. -call ***** on 5/8 or 5/9 says he will contact warranty and have them call me never got a call -call ***** today may 14th and he says the need to come pick it back up and work on it. - I want a refund been over 2 months now and refrigerator hasn’t worked correctly since buying it.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a, "refurbished" stainless steel Whirlpool Elite refrigerator from the Lexington store on 3/21/2014 which was delivered on 3/25/2024. The price was $799 plus $129 for delivery. This appliance was not refurbished (brought back to like new condition). It may have been wiped or vacuumed out, but the exterior was grimy which required several cleanings to remove most of the grime. Any professional appliance mechanic would make sure the unit was cleaned and freezer rails were oiled which supports the fact that this refrigerator was indeed NOT refurbished in any way. The rails on the freezer baskets were rusty (which I pointed out to the salesman, ***** when I looked at it) and the ice catching basket and kickplate were missing. I was led to believe that these items would be supplied by Mako Appliances. I was also told that the delivery personnel would install the fridge and hook it up to water upon delivery. None of this has been done in over a month. I have messaged ***** several times via Facebook, and was told that the water supply line had been ordered, but not yet received. He no longer mentions the ice basket or kick plate, but the delivery men assured me that there were many of these items in the store and company warehouse. I feel I am being stalled in hopes I will let these issues go, and feel Mako will not make good on their promises. Another factor is the payment. When I paid ***** at the store, I paid by debit card. I was told there would be a fee for using a card, but I have never been charged more than 2 or 3 dollars for a fee like this. I was charged $30 for using the card. Within an hour of the purchase, I changed my mind due to the apparent shadiness of the business, and requested a refund. They refused even though the transaction had not even gone through. I am tired of dealing with these people, and would like them to install the water supply and provide the ice basket and kickplate immediately, or give me a full refund. This situation is causing significant distress on my part, and I would like to no longer have ANY dealings with this company. Can you help?

• Initial Complaint

  12/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am seeking a refund for the $4299 purchase that I amass with Mako appliances. I own an apartment complex and ordered 10 pieces of appliances from Mako. I ordered 5 stoves and 5 refrigerators. They tried to deliver me broken equipment and one of their employees ***** told me they don’t have the correct refrigerators that I needed to be switched out and no one answers the phone and I have not received a refund. They have basically stolen over $4000 from me! They were supposed to take away old appliances and I have video evidence in my building showing that nothing was taken out. They have been unresponsive and I am in fear that they are not going to give me a refund even though they don’t have the correct appliances. The customer service is the worst I’ve ever seen in my life. Please do not get scammed into buying from here. They do not know how to do business!

  Business response

  01/20/2023

  Good-morning,

  Hope you are well! 

  We notate and keep documentation of every customer experience, good or bad. 

  Here is all the notes/ documents in regard to ******** ******* dispute.  The (240) phone number is his property manager, her name is ****** *****  If you any questions , please let me know.  All messages should be listed in chronological order from bottom to the top of the page. 

  Thank you, 

  ***** 

  Mako Appliances 

  Customer response

  01/20/2023

   
  Complaint: ********
  
  I am rejecting this response because: We want a full refund. All of their appliances come with a 90 day warranty and they are not honoring that warranty. We never received majority of the appliances and Mako has been unresponsive on issuing our refund.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Wednesday, December 12 my wife and I decided to shop with Mako appliances after our washer broke. We weren't helped or directed in our decision making or purchasing of a said "new" stratch and dent appliance. The only coversation was about how much money we wanted to spend and the means of payment. We were given the guarantee that machine worked before purchasing it only to get it home and find that it has sensor issues that prevent it from switching cycle. We then called immediately, an hour within the time of purchase. We were then accused by the warrenty manager of damaging the machine or not knowing how to operate it. We were then told they would send someone there to show us how to operate it for a fee. We were also given the option to have it assessed by a technician for a fee, which is the complete opposite of their own policy. The customer service is terrible and we were told the only care about negative reviews and complaints. Not about satisfying customers and doing good business. Selena spoke to us as if we were incompetent and made us feel irrelevant as customers and people. The same night of purchase we were told we could receive a refund since the purchase was less then 24 hours. Then were told it couldn't be done without fee. Then told that it was to be determined by the owner on whether he believed the company was liable. We were also told we should have picked a better machine and they assume no responsibilty in our decision. The store they operate out of has no means to hook up and test anything and seem to be very insufficient for their business. This place has developed a history of taking peoples' money for product they guarantee and charging fee after extra to find resolution, if they decide to at all. Every aspect of how they operate is to take advantage of the customer and trap them into submission of their money or pay extra. Something about the way they operate has to be done. If not illegal they are for sure unethical.

  Customer response

  01/30/2023

     Good morning. 

    I am responding to the email I received in regards to the complaint made against Mako appliances.  The company did contact us and eventually made rightnof the situation. It was with reluctance and only we made a complaint to your department but they did take the faulty machine back and refund our payment. 

     The company has a reputation for doing what they did to other customers as well. The owner also stated that they don't tke kindly to bad reviews or people making complaints about them. I do thank you for contacting them for if not, we would still be with an appliance and money.

    

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ok so I bought a used washer and dryer last week from the London KY location and they have signs up everywhere stating everything is looked over by certified mechanic, but I feel that's 100 percent BS because they have not worked from the first time! So I told them to come get them and to bring a set that was no more than $450. Well the owner just called me telling me that yes I was going to keep it!! What kind of business are they running? Telling me I don't have the option of trading it in when I e had it a week and it's never worked one time?? I'm not keeping these items nor am I paying for them

  Customer response

  05/19/2022

  On may 6th this was the message I received
  ***** will be in contact with you on Monday. We have you scheduled to bring the original one back.
  
  However I told them I was not keeping those items and would gladly exchange them. They have ripped me off. I'm a caregiver to my sick mother so I don't have $1027 to pay on something that does not work. Please help me.

• Initial Complaint

  10/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased a fridge from MAKO appliances to be delivered on 10/12 after 3pm. On 10/12 at ~4pm we had yet to hear anything about delivery therefore I called mako who reported a flat tire and unable to deliver this date but could deliver on 10/13 in late afternoon. At ~130p mako delivered the fridge to our driveway without any attempts to contact us with a note that said they would deliver in house later due to broken down van . After multiple phone call attempts they reported they had KU lines on truck and would deliver after. They then showed up at our house at ~445p without contacting us of delivery time. I then talked to regional manager who said we needed someone there ASAP to let them in. We were not available to be home at that time due to prior engagements with no notice from them. He then reported no refunds- they then came back after I was home but did not attempt to notify me of them being there and loaded fridge onto van with no refund and now are not answering our calls

  Business response

  11/02/2021

  Business Response /* (1000, 5, 2021/10/20) */ The customer was not home to deliver the item they was delivered the next morning company was told it was a rental property and they did not live in the house the item was dropped off a hour early for the install team to install. at no point was the item taken from customer but was secured back at the store over night. due to not accepting the item customer has the item in stalled all of our employees put the customer satisfaction at high priority customer is taken care of. Thank you

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