ComplaintsforGenuine Appliance & Mattress
Major Appliance Dealers
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Complaint Details
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Initial Complaint
07/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a freezer, and it was dropped, during delivery or shipping the compressor was damaged, and I was not told. After a year it no longer worked. I lost food, I had a repair man look at and was informed the compressor was busted. When I reached out to the business, I was informed that I was 2 weeks past the warranty and nothing could be done. I was then told to contact another repairman, and had to pay $125 for the service call. I never got the freezer repaired. I then reached back out to the Manager of the business, but she has not responded.Business response
07/23/2024
Customer ******************* purchased a scratch and dent freezer on 3/3/2023 from our store. The ** in the model number on the invoice states it is a scratch and dent. We purchase scratch and dent loads directly from ********************* with a full manufacturers warranty. Unfortunately the freezer is outside the 1 year warranty. If the compressor was damgaged when purchased, it would not have worked for over 15 months. I suggest the customer call Whirlpool directly and state their concerns, since the freezer was sold to Genuine Appliance with the damage he is claims caused the freezer to fail. They can reach customer service @ **************Initial Complaint
10/03/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I went out there August 24 and purchased a kitchen stove. I wanted a white one. It was $100 more for the white. The $1191.85 was the total price. They told me to call later to see when it would be delivered. I called on September 22. I asked for Tuesday, Sept, 27 for delivery. They showed up. I disconnected the old stove; they were going to pick the old one up. They delivered not only the wrong color but the wrong model that I didn't even order. I showed them my paperwork. I went to the store they couldn't or didn't offer any explanation. So i left. I was not able to reconnect the old stove. I have no stove and I paid for a stove that I don't have.Business response
10/26/2022
Unfortunately the wrong color was ordered for the customer and did not realize our mistake until we were at the customers house. the stove was taken back to the store and the correct color was ordered. We received the new range a few days later and delivered it to the customer. The range was hooked up and tested upon delivery and everything was in working order.Initial Complaint
07/27/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a refrigerator from the Festus location in October 2021. By Christmas the ice maker was not working. I called them about it and they sent someone out. The tech said he would have to order parts. He did not get any parts until February. I had to call them to check the status each time. In late March they came out and finally fixed it. About 3 weeks later the ice maker did the same thing and now the refrigerator part of it is not working. They sent out a smaller fridge to use for now with no ice maker. They have yet to resolve any of this. I keep calling and they either say they are handling it or no one is available to speak to. I even offered to pay a little more to get a different refrigerator.Business response
07/30/2022
When we were informed that the customers refrigerator had failed after the repair we offered a loaner refrigerator and explained that we need to contact the manufacturer and see about replacement. We are now delivering her a replacement refrigerator and service request has been resolved.Initial Complaint
06/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Less than a year ago we purchased a Whirlpool dishwasher from this business. In April of 2022 the dishwasher stopped washing dishes. After calling Genuine Appliance to have someone come look at the dishwasher, (dishwasher is under warranty) their repair man scheduled a time to come to our home & diagnose the issue. I took off work to be home for this, but the repair man called canceling this diagnosis the day off: he said he would order two parts that he THINKS the dishwasher has wrong with it, & that was in April. We have never received a call back. I have called Genuine Appliance on 5 different occasions now to receive updates on these two parts that supposedly are on back order. Now almost three months without a dishwasher, I called again to have the repair man come fix the one part that is in, & wait for the other part to come in to even see if we needed the part we have been waiting for; since again, he canceled the appointment to come actually look at the dishwasher in person in the first place. He was suppose to be at our house on June 9th, 2022, I took off work AGAIN, & he never called nor had shown up to fix anything. When I had to call again today: June 20th, 2022, to receive an update of where he was or where the parts are, whomever I spoke to now is saying there is no ETA on the parts & no one is coming to look at the dishwasher until both parts are in. She was extremely rude on the phone & getting angry at me for wasting her time, when I have children & cannot continue without a dishwasher or even an update on parts/help on what to do. The repairman refuses to come diagnose the dishwasher in person, & again, no help has been given to us on what else to do. Just that we have to wait.Business response
06/21/2022
The customer DID NOT purchase the dishwasher from us, rather **** ****** We are a Whirlpool servicer but since the goods issue date is 2/20/2022 and is outside of warranty, it is not covered. I called Whirlpool personally this morning and they have no ETA on the part that is required. I spoke with the customer today and suggested they call the store they purchased it form (**** *****) or the manufacturer to see if they can get some help. He then hung up on me. It is frustrating as a small business owner to get negative reviews over things that ONE are not purchased from us and TWO part availability which is completely out of our control!Initial Complaint
01/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a ********* microwave/oven combo from another company and it had a part that went out. in April 2021, ********* referred me to Genuine Appliance in Festus, MO for service. They came out and serviced the unit. During that service call, the repair person bent the side panel on the top control section. The company tells me they cannot get the part in to replace what they damaged. I try to call them monthly to check on the status. I contacted ********* directly because the part they serviced went out again and Genuine Appliance kept saying that part was also on backorder. I did not believe them and contacted ********* myself. ********* was able to send me the electrical part directly in less than 2 weeks. I called them to schedule service. I told them ********* sent me the part to be replaced and they were supposed to provide the bent side panel. Service was scheduled for 12/27/21. On that date, the repairman who bent the original piece called me and said all the parts he received were damaged and they did not know how long it would be to get them in. I asked him to come out and install the part ********* had sent me and he refused. A supervisor was supposed to call me, no one ever did. On 1/27/22, I called again and was told they could not do anything for me. No one returns my calls. I've been waiting for months to have the part they damaged repaired. Their excuse is that parts are backordered, yet ********* sent it directly to me in 10 days! They will not come out and repair what they broke. They are lying and avoiding me. At this point, I just want the part they damaged sent to me, directly from Whirlpool, so I can have it replaced myself. I do not want them in my home! But, they won't even return my call to tell me what part it is. I've attached 2 photos. One of the bent side panel and the other of the way it it supposed to look.Initial Complaint
11/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I called this company to come out and look at and repair my washing machine. I made an appointment, waited four days, and a technician came out. I am handicapped so I didn't go down stairs to watch him work. He worked on the appliance and came back up. He said it would be $79. He said they would invoice me, but I didn't want that. I wanted to pay him then. I paid him $80 and told him to keep the $1. He gave me a receipt but it didn't have "paid" marked on it. Two and half weeks later, I get a bill for $79.00. I called the office and the person I spoke with said they checked with the technician and the tech said that he wasn't paid.Business response
11/29/2021
We will check on that and get back to the customer. Thank you
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Customer Complaints Summary
6 total complaints in the last 3 years.
1 complaints closed in the last 12 months.