Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started dealing with ******* ****** ***** on ******** MarketPlace on ********. I was looking for a *************** After *********** agreed on a Price I had my daughter send him $5.38 Via Zelle to confirm we had the correct information. I ALWAYS send a small unknown amount to make sure the money is going to the right person. Well, ******* confirmed the amount. We agreed on the delivery and then he changed the ************** BEFORE IT IS INSTALLED AND TESTED. Due to these changes I could no longer TRUST HIM and cancelled. I demanded my $5.38 be refunded. He has failed to answer my messages. I should have come here ( BBB ) FIRST but I didnt. I really dont expect a refund as it appears here that this guy ( ******* ) cant be trusted. For EVERYONE ELSE, Consider this a Warning and take YOUR MONEY ELSEWHERE.

  Customer Answer

  Date: 01/28/2025

  I received the $5.38 back today. It is the PRINCIPAL OF THE MATTER TO ME.

  Thank You
  
  ****

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They refuse to honor the 60-day warranty being the refrigerator broke down 4 days after it was purchased. It cooked all my food and water went all over my floors. After playing phone text with her all day ******** I went up there for her to call the police on me because she continues to lie. Her husband stated to me it's not his fault that my food went bad because the refrigerator went out. Being I don't supposed to expect that the refrigerator that was purchased from his place should keep my food cold. They are tag team that are ripping people off in staying true to all the bad reviews that I read upon them. In the videos that I have sent you you will see from the minute I walked in the store to the minute I walked out. You also hear her lying to the police saying I cursed and all other kind of stuff you will also hear the second 911 call because once she said she was calling the police I did what we supposed to do you do not leave. The police never came either time. They told my landlord they would be here at 9:00 today which is Saturday they have did a no-call and no show with the landlord and I have text them again. They are very bad people who do not want to honor warranties and as her husband stated to me he can have two weeks of me going without a refrigerator before he respond being ********** does that he stated and I know that to be untrue of **********. Me losing my insulin due to their refrigerator not working and my food is not even a mercy or grace for them. They have a refrigerator at home and I don't do to purchasing from such horrible people. The husband also made the statement of being understaffed.

  Customer Answer

  Date: 12/16/2024

  They did come out and bring another refrigerator that actually work but no word about all my food that I lost due to their negligence. 

   

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a refrigerator from WOW Appliance on 8/7/24 with a two month warranty. The refrigerator stopped cooling on 10/5/24 but just thought it was going through a defrost cycle. I contacted WOW on 10/19/24 when I noticed the freezer was thawed. They stated it was out of warranty but after much conversation and since they issue started before the warranty had lapsed they agreed to fix it if I brought it to them. I brought it to them on 10/22/24. On 10/29/25 I called WOW for an updated and to let them know I was leaving town for 10 days next week. They didnt have an update and they didnt call me back. I left town 10/31/24 and received a call from WOW that afternoon stating the refrigerator was would be ready for pickup at the end of the day. I was 330 miles away and explained I could not pick it up till I got back in ten days. They agreed to keep it there. I asked if they could deliver and I would pay the delivery. They said they would call me back. They did not call back. On Thursday afternoon, 11/7/24 I received a text from WOW stating that they would DISPOSE of my refrigerator if I didnt pick it up soon. I called them and asked again, if they could deliver it and I would pay an extra $100 or if they could keep it at their store till Monday 11/1124, I would pick it up soon as they opened. They told me they would check with their boss and call me back. They did not call back. I went to WOW on Monday 11/11/24 at 09:30 a.m to pick up my refrigerator and was told that they had DISPOSED of it on Saturday afternoon. Nevada law requires them to wait 30 days after there is no more communications before they can legally take possession or dispose of an item.I have video of me purchasing, and returning the refrigerator for repair. I have video of them telling me the refrigerator was disposed.

  Business Response

  Date: 11/13/2024

  Hello, let us start by stating that this is not a dispute about warranty as stated in the 'compliant type".
  The refrigerator was purchased and picked up August 7th with a 2 month warranty. First communication we ever received from the customer was made October 19th by text message to report the cooling issue. His warranty would have expired October 6th but his claim was not made with us until the 19th, which is obviously past the 2 month original warranty term. Thus, we didn't have any warranty claim from him during the warranty period. Any one can say a malfunction happened whenever they say but any business that has a warranty policy will require a warranty claim be made during the warranty period in order to be valid.

  However, after many threats from the customer, it was agreed it would be easier to diagnose and potentially repair the refrigerator at no additional cost. The refrigerator was dropped off at the shop October 22nd. We are a business and there is a schedule and an order to which things are tended to so we were unable to work with the refrigerator right away. There were other business activities that needed to be completed before our technician got to the refrigerator in question.

  The customer called for an update October 29 and was told our technician probably hadnt had time to finish with it but we would ask for an update. He did NOT mention he was going out of town. Only two days on October 31st at 12:20pm, we called him back to let him know the refrigerator was ready and it would be back at the shop shortly so it could be picked up. We were clear that we couldnt keep it because we are a business and merchandise is always coming and going and we need all available floor space. He asked for us to keep it at least until Wednesday Nov 6th and promised he would be here first thing once he was back in town that Wednesday.
  We decided to keep it until then despite the inconvenience of having to continuously shuffle it around the showroom to accommodate incoming and outgoing appliances.
  Wednesday Nov 6th came and nobody showed up or called. The following day(Nov 7th), we followed up asking if he would be able to make it that day as accorded. Now he said that he had another emergency and wouldnt be able to come for the refrigerator until the following Monday (Nov 11th). He asked if we could deliver and he would pay us for the delivery but we couldn't accomodate this request. We were clear that we could no longer keep having the refrigerator here and if it was not picked up ASAP we would have to dispose of it.
  We also suggested another solution - send the family member that was confirmed to still be in town, with the truck and we would load up the refrigerator for him. 

  In conclusion, we never had a valid warranty claim but honored the warranty service regardless. This is a dispute about us stating we could no longer have the refrigerator taking up valuable floor space in the store but accepting to keep it here until November 6th. He did not have the courtesy to show up or at least call us that day. We reiterated we could not keep it here but still kept it for a few more days until we had no choice but to dispose of it. As an appliance business, every square foot of floor space is valuable - we did our best to accommodate him.

• Initial Complaint

  Date:05/21/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 28 of 2024 I purchased a washer and dryer from this company. On May 18, 2024 my washer completely stopped working. My warranty with this company had expired. I still attempted to reach out to this company to get some sort of a solution. The company did not return any of my calls. On May 21, 2024 I contacted a local appliance technician who came out. The technician said the washing springs were bad and the circuit board that controls the whole machine was also bad. The cost of the repairs were more than the value of the machine brand new. My complaint is this company knowingly sold me a defective washer. The reason for this statement is the company says they test all of the machines sold to customers to ensure they are in working order. If this machine was tested these issues would have been known to any trained appliance technician. I argue my around three months of normal usage with only two people in my household could not have caused these catastrophic issues. Closing I have attached my original receipt from this company as well as the service invoice from the appliance technician.

• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  K**** have come off of stove. I have called for help repeatedly only to be told that it will be fixed. I have to turn the stove off with pliers. I never know if the gas is off fully. Please HELP!

  Business Response

  Date: 02/21/2023

  We already went to install the new k**** on her stove. We are not aware of any continuing issues. We had ordered the k**** and they took about a week to come in, we apologize about the shipping delay but it was out of our control.
  The k**** were in our store for two days but we were scheduling two days ahead and didnt have availability so we did tell her she could pick them up same-day in store or we could come out and install them but it might be a bit longer. 
  Knobs were replaced Saturday 2/18 in the morning. We didnt even know there was a BBB complaint until just know 2/21.

  We hope there are no other issues that arose and we arent aware of. If so, please let us know. Thank you.

• Initial Complaint

  Date:02/10/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a refrigerator from wow appliances in July 2022. For $704.47. Within a few weeks, I realized the icemaker would not stop making ice and it was getting so full. I was having to pull the refrigerator out and pull the tray out and empty the ice. I called and texted the store and after several attempts to get people out under the two month warranty A technician came out, but did not speak English so I could not communicate with him, but he replaced some thing in the icemaker. I believe it was a motor. within a few more weeks the ice maker continued to make ice without stopping when full and The freezer started making a very loud noise when it would switch on - so I had to pull the tray out and turn the switch off , so it would stop making ice but the noise continued so I contacted the store sent them a video of the freezer while it was making the noise. The supervisor said that they were low on technicians, but that they would get back to me and give me a date and a cost for the technician to come out. That was in November. I have yet to receive a response After leaving voice messages so today I communicated with them through text which is how we were communicating before and have not received a response. The freezer still making the noise every time it comes on and I cant leave the icemaker on. I just want it fixed properly- the horrendous noise it makes started after they replaced a part- that never fixed the ice maker in the first place.

  Business Response

  Date: 02/10/2023

  Hello!

  I understand her frustration; however, we did repair the refrigerator under warranty after the initial complaint. She claims after we changed the part it started making loud noise but we were not made aware of this at the time or in the following days. We didnt hear from her again until Nov 29 but her warranty had expired Sept 29. If the claim about the noise or ice problem had been made during the warranty period we would have taken care of it promptly. 
  
  However, its normal for any company (small or macro) to refuse warranty service if the item is no longer under warranty. Someone is always going to be unhappy with the length of their warranty period. We made no promises about sending a tech because like she mentioned we are understaffed of appliance technicians and are currently not accepting non-warranty repairs. We didnt even discuss the service call fee (which is $50) with her.

  She would have had to pay for the service call and/or applicable repair costs. Thats true for any appliance repair company so at this point she could use any other service. 

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 19375045
  
  I am rejecting this response because:

  this is the response I received from her- and never heard from them again- I understood I would pay for the service outside of warranty- even though the part they replaced IN warranty was faulty and ice continued to make without stopping- then subsequently started marking the horrific noise- 

  we are short staffed and arent really taking service calls but we will ask technicians if they could check it out and what the service call would be. We will let you know as soon as we hear back from the tech

  clearly they offered a tech to check it out but  I never heard anything- I contacted them again this month but nothing again-

  All texts  and videos were sent to BBB- for verification. 
  at the very least the original problem under warranty should have been fixed properly.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a refrigerator from this business on May 28, 2022 for $1,079.61 including taxes and delivery fee. At the time of sale, the associate assured me that all products were quality tested and working. Upon delivery, the refrigerator water dispenser button was not working, the turbo cool function was not operating, and the ice maker was not working either. We requested the product be taken back as it was not functioning at time of delivery. While on the phone with the associate who completed the transaction, the delivery driver left our property before the issue was resolved. We paid for delivery, installation, and haul off of our old refrigerator but this was not completed. After leaving, we discovered the fridge was not cooling below 55 degrees Fahrenheit (see photo) which is unsafe for food storage. These issues were subsequently brought to the associate's attention and we requested to speak with a manager but we have not been contacted in the week since. The company has insisted this is a warranty issue and they are using this as an excuse for delivering a non-functioning product. We did not sign for delivery as we did not accept the product at time of delivery after discovering the numerous malfunctions. We are seeking a refund for this purchase and ask that the business take back this broken product.

  Business Response

  Date: 07/22/2022

  Business Response /* (1000, 5, 2022/06/15) */ Hello, I am supervisor and administrator of WoW Appliances. It is correct that this customer purchased a refrigerator from us on the 6/28 which was delivered same-day 2:30-4:30pm. He made the purchase with my assistant/sales person in-store. Yes all appliances are tested prior to being sold. However, on rare occasions there are problems that come up after purchase, which is why all our appliances are sold with 2 months warranty. Any mechanical problems that come up, we usually take care off in the next business day or sooner. Warranty covers all mechanical malfunctions - repaired or exchanged. Also, on our door and on Sales receipt it clearly states that Sales Are Final. Obviously, any malfunction is to be resolved by warranty service. When the refrigerator was delivered and installed that day, delivery person noticed an issue with the dispenser and notified my right away. This problem did not affect operation of the refrigerator, it would affect only water and ice dispensing. He was not speaking with the sales person at the time of delivery. I personally spoke with the customer, and I identified myself as supervisor when speaking with him. It's actually sexist that because I am a woman he assumed I am the sales person perhaps he just forgot I identified myself as supervisor. I explained the situation and that we had a couple of options. We could leave the refrigerator connected and order the part necessary for the dispenser to work. OR Exchange for a like-model. The customer was not hearing any of this though, just being confrontational on the phone. We went back and forth for some time and I explained again that sales are final and that we would resolve this either by repairing or replacing it, per protocol. We did not come to an agreement and he stated he was going to have his bank charge back the payment. I said I understood he was upset but I would still order the part for the dispenser and would call back at a later time to schedule repair. At this time I called back the delivery person. My delivery person cannot stand around being yelled as he had other appointments to get to. Anyways, he doesn't have authority to make decisions, so the issue had to be resolved with me. Delivery person is also not allowed to take back a refrigerator that now clearly belonged to the customer. About the haul-away issue, the haul away service is complimentary and we reserve the right to fulfill or refuse service if customer is being rude or confrontational. We do not charge for this service and offer it only to customers having an appliance delivered. Because the customer was so angry and accusing us of many things (ie. scammers, etc) I decided it was best to refuse haul-away for several reasons: First and foremost, he could accuse us of stealing his refrigerator since we did not have a written request to take it away. Secondly, he could use it as a backup. Going back to refrigerator complaint. I ordered the part that same day (Saturday) and planned on picking up Monday but were unable to pick it up until Tuesday 5/31. I had my assistant call him on Wednesday 6/1 to ask him for an appointment so we could repair the dispenser on the refrigerator and if he still wanted haul-away, we could do so at that same trip. However, he became confrontational again and refused service. It was at this time that he informed us that apparently the refrigerator was not cooling despite setting it at a low temperature and demanded to speak to a manager because he wanted a refund. I was unable to call him at the time but he wanted an urgent reply so I sent a text to be forwarded to him. I don't know if I can attach these on here but I will try, if not I'll send at a later date. In this text, I wrote the following "Good afternoon ***, this is wow appliances We regret that we have been unable to come to an agreement. Let us know when you will be home so we can arrange for a technician to come out and formally inspect the refrigerator. If the malfunction is a major issue we can replace this refrigerator for another one. We don't want to have you be without a refrigerator for a prolonged time, the quicker we can come to an agreement the better. We wish to honor our warranty but we need you to work with us. Thank you." to which he replied, "We are still waiting for a call from your manager to make this right. As we discussed, when we purchased the fridge we were told it was fully inspected and in good working condition, it arrived and your technician noted that neither the water or ice dispenser are working. Since then, we've noted that the turbo cooling feature is not functioning, and the refrigerator is not cooling below 54 degree F (despite being set to 34 for more than 4 days) We paid for delivery and haul away but the haul away was not completed. This is not a warranty issue but a false advertising and goods not being delivered issue and this why we have requested a refund. We await a call from your manager as we work with our bank and the better business bureau to rectify this. Thank you." Customer was unwilling to allow us to inspect the refrigerator or replace it and unfortunately we don't accept a customer's words alone as a fact especially if they do not allows us to inspect the appliance in question. In our experience customers that do this, often exaggerate the issue in order to elicit the desired response from us. I did not call him again because I had indeed already spoken to him about this. Although now I realize that he believed he was speaking simply to a salesperson. We are still willing to repair or replace it per warranty term but we will not be issuing a refund. If desired I can provide proof of the part being purchased on 5/28. Signed sales receipt where it is specified Sales are Final and where it can be seen that we did charge him for delivery but haul away is not specified or charged. Thank you for your time. Consumer Response /* (3000, 8, 2022/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response provided the company has made no further attempt to contact me following the text message exchange detailed in their explanation. As to the points raised in the response, the sales representative on the phone did not identify themself as a manager, claimed they had no power to offer a refund (without permission) and made these statements to my wife at both times. The idea they would accuse me of being sexist is not only a shallow attempt to detract from the issue of delivering a broken appliance but is a moot statement. It is important to note that I did not sign the refrigerator at time of delivery as I did not accept receipt of the appliance without it being in working condition. Also, the delivery driver was never yelled at and was given ample space and time to attempt to fix the refrigerator. He left without notice and based on the response of the business - at their direction. As a result of delivering a broken appliance, I have also incurred the loss of more than $100 in food that could not be stored at a safe temperature for consumption. Following the text message exchange, and noted in the response from the business, I have not received any further communication to resolve this issue. To my knowledge, I have not spoken with anyone at the company who identified as a manager or supervisor. If the company is willing to bring the refrigerator to working order I will accept the following as a resolution. In order to resolve this, I am willing to accept repair of ALL three issues identified with the refrigerator and communicated to the business as listed below: 1. Functioning water and ice maker (currently neither works) 2. Functioning turbo cool function (button does not work) 3. Refrigerator cools to programmed temperature (will not cool below 55 degrees Fahrenheit) The company should agree that the two month warranty will begin AFTER the appliance is in working order given the issue with the company delivering a broken product as a measure of good faith. Business Response /* (4000, 10, 2022/06/27) */ We have contacted customer this morning. We will be exchanging the refrigerator today for a different refrigerator - same model at approx 12-1pm. Thank you for your assistance.