ComplaintsforScratch & Dent Appliances
Major Appliance Parts
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Complaint Details
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Initial Complaint
06/27/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchase refrigerator and stand up freezer June 20 delivered June21. Called to complaint that refrigerator not working properly Saturday June 22nd. Repair was suppose to happen Saturday but no one showed and nor contact to alert no one was coming. Sunday the upright freezer stop working properly. Contact business early Monday morning.Repair guy shows up and was unable to make repairs to both units. Neded parts . Replaced refrigerator on Tuesday June 25 and it was not working either. Went into business Wednesday June 26 and was promised this would get resolved. Repair show up again without correct parts to repair either unit. All my food have had to be thrown away or given away because of non working units. I have complained but appears no one is listening. My frustration level is at it highest and when I am given a promise and remind business of what was said basically called a lie is not what they said. Staff is friendly however being friendly and the product that getting sold and not working properly is not adding up. I have lost money because I lost food( Food is very costly) plus the time and energy used to constantly contacting business trying get this resolved. Refrigerator that I originally purchase replaced however the replacement needs water filter and delivery guy told me to go buy it( more money).Customer response
06/28/2024
Repairs received 6/27/2024 approximately 4PM on 2nd refrigerator and seems to be working properly at this time. Still missing parts from refrigerator Original refrigerator had all the parts and what I chose ~ this other is smaller and missing parts I did not choose this one. Had to discard food because it all defrosted because of this situation. Upright freezer seems to be working properly after the repairs. Need new receipts so the 90 days warranty is good on the repair date for the other refrigerator which was delivered and not my original date when purchase.Business response
06/28/2024
Manager we are closed on Sundays had to order a part for the freezer and both have been completed under the 90 day fix a replace warranty both appliances are working nowCustomer response
07/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and Yes it is working properly and understanding is that the my 90 day warranty is effective on the date they replaced my original refrigerator purchase. Yes I did lose food and had to buy parts for the replacement refrigerator ( water filter, bulbs, toe kick plate, and ice maker tray) when the original refrigerator I purchased already had these things. That money was not refunded or even given any consideration.
Therefore yes this case can be closed
Sincerely,
*********************Initial Complaint
02/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a refrigerator at this location in Jan &#**;24. They delivered the product the next day but they told me it was too big to fit in my house. They have claimed to want to help me with a replacement model but they have continued to give me the run around. At this point I do not have a refrigerator or a refund.Business response
03/08/2024
The receipt was signed, we don't give refunds. She bought the wrong size refrigerator but I refunded her anyway. I have already given her money back.Customer response
03/08/2024
I am accepting the response, but I am not completely satisfied. I paid $649.99, and he only refunded $550 of it. He called it a restocking fee, but it never came off the flatbed into my house.Initial Complaint
06/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I contacted USA APPLIANCE/Scratch and Dent Appliance on 06/11/2022 looking for a specific refrigerator (black) with the exact measurements. I explained to the person on the phone that my space is very limited. The person who answered stated they do have refrigerator with the measurements. I went into the store looked at the refrigerator and asked if the water and icemaker worked on the fridge and he stated if it didn't work he would fix it without a problem. I then asked if they deliver. The salesman told they do delivery. So I agree to purchase the item. I pulled out my debit card and the salesman then informed me they only accept cash. The item was purchased using cash on 06/11/2022 and set for delivery on 06/13/2022. on 06/13/2022 the delivery guy arrived and the first thing he said was my fridge won't fight through my gate and explain he had to bring it thru the ally gate. the delivery driver goes on to say I can't do this, I'm a one man band and i can't lift the frige by myself. I then contacted the store several time starting at 11am,12:30pm and 3:16pm. Finally a unknown male contacted me a stated he will submit a request for a full refund. On 06/14 I called the store at 10:30am and no one knew what i was talking about. I was told they could deliver it to my porch or the backyard but they could not bring it in the house due to the company no having insurance for those type of deliveries. No one has contacted me about a solution for this problem and they refuse to refund me my money.Business response
06/20/2022
Customer has picked out a washer and dryer, it has been delivered in replacement of the refrigerator.Initial Complaint
01/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Two days ago, I purchased a washer from this company. I paid $250. I thought they were going to deliver it the next day and they didn't. I went back up there and picked up another washer and they were supposed to deliver it today. They haven't shown up. I called them and they told me they would deliver it tomorrow. I told them that wouldn't work and I wanted a refund. He told me they couldn't give a refund.Business response
02/11/2022
We called the consumer to deliver, but he did not answer. We don't deliver if they don't answer. I told him I would refund him if he brought his card up, but he was not willing to do that.Customer response
02/11/2022
Complaint: ********
I am rejecting this response because: It has been 3 weeks and I do not have a washer. I just want a washer delivered to me that I picked out.
Sincerely,
****** ******Business response
02/28/2022
We have given the customer a new washer. Complaint is resolved.Customer response
03/04/2022
Complaint: ********
I am rejecting this response because: I have a washer that I can not use. This complaint has not been resolved. It is off balance and it moves so much that it pulls my hoses from the wall. It is leaking all the time. This washer seems to not be refurbished. I can't do laundry with this thing. It is so loud, it sounds like a freight train. I just want a washer that works properly. I can't use this.
Sincerely,
****** ******Business response
03/18/2022
I have given this customer a washer; I offered a refund and he refused. The washer that I gave him was shaking and I offered to send a tech to repair and he refused the tech to come to his home.Initial Complaint
12/01/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On 11/26/2021, I purchased a washer from this company. It came with a 90 day warranty and all sales were final. The washer didn't work. I called them the next day and they sent a tech out and he fixed some of it but he needed another part. I ran the cycle and it didn't work. I spoke to the owner and he told me to bring the receipt and they would give me my money back. I brought in the receipt and he took a picture of it. He told me it would take a week because they needed to come get the washer. They didn't give me a date when they would pick it up. They took my old washer.Customer response
12/03/2021
The company called and told me to come to the store. I went and he took a picture of the receipt that showed I paid $380. He sent that receipt to his corporate office and I would get a check. Once the BBB complaint was filed, they changed their minds and said they would not provide a refund. My fiancé spoke to someone at the store yesterday and they said they would swap the machine, no one ever reached out to us to do this.Business response
12/10/2021
He has already came in and picked out another appliance and it has already been delivered. I consider this complaint to be resolved.Initial Complaint
10/25/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On October 23rd I put a $200.00 deposit on a stove advertised as a new appliance for the sale price of $650.00, I went to the store and paid the remaining balance of 450.00 , but when they delivered the stove , it was an old used one, not the one I purchased.I told the delivery driver to take that stove back, it was not the one I purchased. The owner is telling me , I got the exact one I purchased. I told them i wanted a refund and was told the refund would have to be processed through the corporate office but refused to give me corporate contact information.Initial Complaint
09/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I called this company to come out and fix my oven. He broke it more. It's worse now than it was before. They don't stand by their work. I've already been without my oven for a week.Customer response
09/23/2021
I received my deposit back and it has been resolved.
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Customer Complaints Summary
7 total complaints in the last 3 years.
2 complaints closed in the last 12 months.