ComplaintsforSierra West Sales Corp.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a supposedly new washer dryer set from Sierra West on 9/15/23. They delivered with two young men who worked in the warehouse. They were not professional installers by their own admission. They also did not have the proper parts to install the machines. *****, the salesmen, drove to my condo with the parts, but he did not speak with me or come to my unit. The parts he delivered were not the correct installation parts. Additionally SW sold me machines that were not new even though I paid for and was told they were new machines. There were also functioning issues and a horrible grinding noise in the dryer that needed to be addressed. I paid $1,701.79. Prior to the install I emailed photographs of the opening to the wall, and we discussed having the appropriate part to install. There was no discussion of an extra cost. I told them the existing connector box (hose to wall) was broken and needed to be replaced. I emailed photos. Again, there was no debate or discussion of cost. I had already paid $75 for installation. The installers admitted that there were parts missing, but they were simply provided with silver aluminum foil duct tape. They taped the end of the duct to the wall. That is not to code or what was discussed. I called the store, and they said I didn't pay for the part and wanted several hundred more dollars for the part and for a repairman to come and reinstall correctly. I have emailed, called, left messages, and filed on their website to no avail. I then called ****** directly. ****** has communicated with the store - again to no avail. The store refused to correctly install or address the grinding noise when operating. Under warranty ****** sent DNS Appliances who determined (1) incorrectly installed and not level (2) machines were NOT NEW evidenced by different sized screws and evidence that the machine was previously opened andworked on. SW has still not replied at all. ****** & their repairman agree that I was taken.

  Customer response

  11/20/2023

  I’m writing to update the case #********.  My issue was resolved through other means.  Sierra West did not respond whatsoever to me despite communicating with them via voicemail, email, FB, and their website for 30 days.  They did not reply to the BBB filing as well.  
  
  I called ******** card and filed a complaint on 10/15.  I provided all written communication and the sales receipt.  They immediately gave me a temporary credit while they tried to communicate with the vendor. This process takes 30 days.  The vendor never replied or responded in any way to ********, so the refund became permanent as of 11/15/23.  
  
  Please see the ******** email and a screen shot of the refund below.  Again, ******** reversed the charge, the vendor has never responded to me or ********.  
  
  Thank you for your assistance in this matter.  
  
  ******** ***** ************

  There is a new development.  After ******** card reversed the charge in my favor after 30 days of no response from Sierra West, the vendor finally emailed me ….. with a threat.  Had they responded to me or you or ******** or ****** over the past two months, this would not have been an issue.  Only after ******** refunded my money are they responding - and threatening.  
  
  A screen shot is attached.  

*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. ↩