ComplaintsforMetro Appliances & More

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 700 washing machine from Metro Appliances on *******************************************************. Within 3 weeks it would not drain. It was under warranty. Called a repair person to fix and he told me . He said that drain pump went out and that it happened a lot. He told me to that Speed Queen was the best model. I went back to Metro Appliances and told him I wanted to return. I wanted to buy a Speed Queen. The wanted to ****** to put the repaired one back in stock.

  

  Business response

  05/24/2024

  ***************** purchased a Whirlpool washer 04/10/2024.  She reported a draining issue with the washer on 05/08/2024.  A ******** Service provider was dispatched to the home and the issue was resolved within a few days.  ***************** called the store today, 05/24/2024, and spoke with a sales representative.  She told the representative that she did not like the Whirlpool washer because the water levels were too low, and she would prefer a Speed Queen.  ****************** confirmed that her Whirlpool washer was working,she just didnt like it. The Sales representative spoke with a manager and the manager explained that we would require a restocking fee to take the Whirlpool washer back, as we are unable to return it to the manufacturer.  Our only option is to steeply discount the unit and sell it as a used model.  This was relayed to ******************, and an exchange quote was prepared for her.  ****************** then called back and spoke with another manager, requesting that the restocking fee be waived. It was explained to her again, that due to the nature of her exchange request, that her current washer was working, she just doesnt like it, we were not able to waive the restocking fee.
  While we wish to appease ****************** and offer her the best possible customer service, the machine has been used for 6 weeks, is working as it should, and we have no grounds to take the machine back at our loss so she can try a different brand of washer.
  
  Please also note that our invoices clearly state See store for return policy.Restocking fees may apply.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I worked for metro appliances as a receptionist and I really loved my job. I started in may ***** and I feel I was forced to quit on January the 25th do rather being mistreated. ******************* who is my boss has been making things difficult for me for the past few months

  

  Business response

  02/05/2024

  To begin with, ************ started working for us in May of 2023, not 2022 as she stated and ******************* was her direct supervisor.  ************** did have repeated conversations with her regarding her excessive absences (over two weeks during her nine months of work) and her excessive complaining about her work schedule (which was told to her and acceptable by her on the date she was hired) just to name a few of the many issues the company had with ************.   ****************** most recent discussion with her happened with a customer complained that when she went to ************ to make her payment, ************ was reading a book and would not take her payment. 

  ************** was not 'trying to make things difficult' for ************.  She in fact was doing everything she could to help ************ succeed in her position and be able to remain employed with the company even though there were constant issues that had to be addressed. 

  We aren't sure what ************ thinks is owed to her in the form of a 'refund' as she listed on her complaint.  

  

  Business response

  02/05/2024

  Regarding our response, we would like to edit our statement about her reading a book and not helping a customer.  Upon reviewing our security footage, we did confirm that she was not reading a book as the customer had complained. However, of course, we did ask her about the situation at the time of the customer's complaint which upset ************.  

  Thank you. 

• Initial Complaint

  01/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bought $2,000 refrigerator on August 30. Paid in full. Was told it would be delivered Oct. 19. After no call or delivery, I called and was told the refrigerator would be delivered December 19. Still no communication on that date. I called again Dec. 20. Was told it would be delivered in Dec. 27 and they would call 30 minutes prior to delivery. No call, no communication. I wrote a review on their ******** page with these details. They replied that they called numerous times that day and left messages. That was not true. I got no call from them. I called December 28 and was told it would not be delivered until January 11. This is the worse customer service I’ve ever seen. They don’t communicate and tell untruths about trying to communicate. You may not think this is serious enough, but at least let people know that this business is dishonest and uncommunicative. Thanks for your time.

  

  Business response

  01/03/2023

  We are trying to deliver this refrigerator but cannot get Ms. ***** to return our calls. 

  I've uploaded a report showing the calls made to her through last weekend which she denies receiving. With each call we were trying to set a delivery for her.  These are computer generated calls so we can't possibly be lying about making them. 

  I called yesterday, myself, as well as today and it always goes straight to voicemail.  We will gladly delivery her refrigerator if she would call us back.     

   

  Sincerely,

  ******* ********

  Manager

  Customer response

  01/05/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  11/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a coffee maker from this company, first one was open box which was not disclosed and malfunctioning. We had to take it back and then we had to order a higher priced one, which still is not functioning and we have called multiple times to be refunded or at least replaced. This coffee maker is now exceeding 5 grand in cost and yet we are stuck with this. We bought about 16 thousand dollars appliances last year from this store. It is unfortunate how this major dissatisfaction is coming from a company who could handle this issue easier than customers like me begging to take the product back or yet replace with a functional one. I even asked them to run the machine in store to make sure it works before we drive an hour to pick it up. Then they have an open box issue. This is totally wrong. It has been very stressful for us.

  

  Business response

  11/29/2022

  This customer purchased a coffee machine that originally did not fit, it was not an open box item.  We did allow him to exchange the item for a model that we had in stock.  This second item did not work at all, and we exchanged it for an item he selected.  After the third item that was delivered, the customer complained it was not working properly.  We sent a Manufacturer Authorized service tech to research the issue. During this service visit, the tech was able to contact the Manufacturer tech line to go through all check points. They were unable to identify any malfunction.  The customer called again and reported an issue with the machine. He also called the manufacturer to report the machine's performance. The manufacturer initially did not approve a new service call.  We intervened and were able to initiate a new service ticket for the customer with a different service company in hopes of resolving the issue.  The customer was contacted and alerted that this call had been initiated and we requested he report back to us any issue with that service call.  We are awaiting the results of that call before moving forward.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought an oven 4/13/22 for 4k. 1st service call was 4/27/22. Today is 8/29/22 & our oven still doesn’t work. Metro recommended a 3rd party installer that cost 600.00. They refuse to refund that since it’s 3rd party (which I get, but it was their recommendation) Today they tell me to call the manufacturer for refund / exchange & see if the manufacturer will refund instal!! Manufacturer will also have record of service calls. Manufacturer has no record of service calls at all, and of course won’t refund install. It’s been 4 months & all metro has done so far is pass the buck!

  

  Business response

  09/26/2022

  Mr. **** purchased a Jenn Air downdraft range from us which is now not working properly. 

  Because we do not offer installation on those specialty models ourselves, we tried to be helpful and recommended someone to do the installation for them.  The range was installed perfectly and Mr. **** paid them directly.  The fact that Mr. Cupp's range is not working properly now, is in no way related to the installation.  Therefore, there are absolutely no grounds for Metro Appliances & More, or the company that installed it, to refund the $600 installation fee to him.

  
  I have been in touch with Mr. **** several times.  An exact replacement of the ******* range he purchased is not readily available so our ******* representative offered to give him a KitchenAid model in its place.  I also offered to facilitate the change out to uninstall the old one and pay for the installation of the new one so he would not incur a second installation fee. 

  
  As of our last conversation, he and his partner were trying to decide what they wanted to do regarding the exchange.   

*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. ↩