ComplaintsforEdith Appliance, LLC

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a washer and dryer from Edith Appliance in December/2021, they gave us a warranty of 110 days, now the dryer is not working properly. When we set it to dry for 40 minutes, for example, it will run for 2 minutes than jump to 1 minute then stop. I contacted Edith Appliance and of course I was upset, they want us to take it to Albuquerque from Santa Fe NM considering we have warranty ok, or they'll charge us $100 to check it to come to our home. I think they need to check it at no charge because we have warranty for almost 4 months. Who knows how many people they have done this to. When I got upset with her and told her that it was fraud she told me to calm down or she wasn't going to help me, I told her I didn't have to calm down, she hung up on me and when I called back lots of times they just ignored my call. Please help us with this fraudulent company that seem they are scamming people to get more money out of them. Thank You. ******* *******.

  Business response

  02/14/2022

  Customer called and was very upset because according to her. Her dryer wasn’t working, she was very upset and  as my employee is trying to communicate our process about how we go about our warranty work. She started to insult my employee and call her names that are unacceptable. Words that are degrading and unprofessional to even type in this response. My employees are told to not engage because no one should be insulted or degraded for doing their job. While we allowed time for the customer to calm down. My employee then reached out via text and explained what resolution could be made. Customer stated she was not going to apologize and my employee responded professionally and stated that we could send out a delivery driver same day and swap her dryer. My delivery driver completed the delivery swapping her dryer for a new one. While customer called driver 30 min later stating her dryer wouldn’t turn on. My driver explained that her breaker might of tripped and to check it. Since that is a common issue when any new appliance is plugged in. Customer flipped her breaker and issue was resolved. When driver returned with her original purchased dryer the technician checked the dryer and nothing was wrong with the dryer. Letting us know that most likely there is either an electrical issue or venting issue in her home. Proper venting is very important while if vent ducts are clogged this could lead to a fire hazard. All which was explained to customer and sent a link of a video on how to clean her vent ducts. She was explained that dryers have a temperature sensor that allows for the dryer to read the temperature of the dryer, if the dryer gets too hot the dryer will automatically shut off. Especially the make and model of the Samsung dryer she purchased. Therefore although customer was very rude and degrading to my employee. Her issue was resolved immediately and professionally. 

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