ComplaintsforAppliance Center of Toledo Inc.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Me and my fiance purchased a mattress and box spring from this facility we had to submit a warranty exchange which was done within the first year of owning it now we are in September of 2024 submitted another warranty change which was approved by your in-house Beautyrest representative because we have a 10-year no money out of pocket warranty instead of your facility doing the exchange you credited us the amount we originally spent instead of doing a exchange for the same bed which you have on the floor because that same bed is 3 to $500 more now manufacturer stated your credit should have reflected the price increase over the years and if you were not going to honor that price increase reflection to do a full exchange of the same bed with no money out of pocket as the warranty States I have dealt with your manager **** ***** I have dealt with your manager *** and I have also dealt with your manager ***** which I was hung up on by him ***** is the only representative that has tried to resolve the situation I have voicemails from her stating your in-house Beautyrest representative would like to work with the manufacturer to get this resolved yet your managers are refusing I would like a credit to reflect the price inflation over the years or a full swap out for the same bed as a manufacturer had stated should have done in the first place considering it is in their warranty paperwork that your facility hands out your facility is supposed to facilitate the exchange or credit that is correct and up to date

  

  Business response

  09/05/2024

  Dear ***** ********,
  Thank you for taking the time to bring your concerns to our attention through the Better Business Bureau. We sincerely apologize for the frustration and inconvenience you have experienced during this process, and we want to clarify the situation while addressing your concerns.
  We understand that you purchased a mattress and box spring from our store and have since submitted multiple warranty claims, including the most recent one in September 2024. Per the terms of your warranty, we processed the claim in conjunction with the manufacturer and our in-house Beautyrest representative.
  In this case, rather than a direct exchange, Beautyrest offered a credit for the original purchase price. We recognize that you feel this credit did not account for the price increase of the same model, and you have referenced the manufacturer’s position regarding the matter. We would like to clarify that the store’s policy is to issue credit based on the original purchase price, in accordance with our standard procedures for warranty claims.
  We also understand that you have had several interactions with different members of our management team regarding your issue. At our company, we value all feedback and strive to ensure that each concern is thoroughly addressed. We believe in providing every customer with consistent and fair resolutions in line with our policies.
  Our records indicate that several managers have reviewed your case and reached the same conclusion, which is in line with our company’s warranty procedures. After careful consideration of the details you’ve provided, we believe the resolution we have offered is fair and reasonable.
  We understand that you believe the manufacturer suggested a full exchange for the same mattress. However, we have no record of this in the Case Number provided by the manufacturer. If you have an alternate Case Number referencing this, we would be more than happy to investigate further on your behalf.
  As discussed during our conversation on 8/31/2024, the manufacturer has agreed to provide store credit for the original purchase amount. You had mentioned returning the next day to continue working toward a resolution, but we understand that you subsequently reached out to other managers for assistance. While we appreciate your efforts to resolve the situation, I would like to ensure that all future discussions are coordinated directly with me to prevent any further confusion and streamline the process.
  Additionally, after reviewing the recent phone interaction between you and our staff, our records show that the conversation escalated, and it became difficult to maintain a productive and respectful dialogue. While we understand your frustration, we must prioritize the well-being and safety of our employees. Our company encourages open and respectful communication; however, if a conversation becomes verbally abusive or hostile, our employees are instructed to disengage to maintain a respectful work environment. This may have contributed to the premature ending of the call.
  We remain committed to revisiting this issue and are more than willing to coordinate with both the manufacturer and our Beautyrest representative to explore any further solutions that align with your understanding of the warranty terms.
  For continuity and efficiency, I have instructed all managers to refer you directly to me for any future resolution attempts. Please feel free to reach out so we can work together toward a solution that meets your needs and adheres to the manufacturer’s guidelines.
  Thank you for your continued patience. We look forward to resolving this matter as quickly as possible.
  Sincerely,
  **** *****
  Assistant General Manager
  Appliance Center
  ************
  

  Customer response

  09/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: as explained by myself and by manufacturer and also by the email that you had sent showing the warranty card credit should reflect current value I have given your manager ***** the information you guys have requested for the manufacturer since he did not give it to you I will give it to you now so that way it is documented now, it is under our phone number ************ there are notes on the account from the manufacturer stating you as the retailer should have credited our account according to the price increase over the years or do a full swap for the same bed which you guys are choosing to not do either also as shown in your warranty card that you sent us as the consumer have laws that protect us against what you are trying to do please contact the manufacturer use the provided phone number and have your beauty rest representative work with the manufacturer to get this credit corrected as your employee left a voicemail stating what happened which I still have
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  [BBB Transcription via Ohio AG]

  The consumer purchased furniture that took 8 months to recieve it. About a year later the cushions
  collapsed and they came to take pictures. Last month the promised to replaced recliner but her cushions
  are still collapsing. They were supposed to call the manufacturer but did not and is giving her the run
  around.
  
  

  

  Business response

  08/22/2024

  Thank you for bringing this matter to our attention. We strive to provide quality products and exceptional service to all our customers, and we sincerely apologize for any delays and inconvenience you have experienced. We understand your frustration with the timeline and the issues related to the cushions on your furniture.
  Upon reviewing your purchase, we noted that your furniture was ordered during a period when many manufacturers were operating with reduced staff due to Covid-19 requirements. Additionally, the loss of a manufacturing plant for foam due to an ice storm in ***** significantly impacted production timelines across various industries, including automotive, mattress, and furniture production. We fully understand the widespread frustration caused by these delays.
  Our records indicate that after you reported the issue, our team promptly visited to document the affected items as part of our process to address the problem. Concerning the issue with the cushions, we have been working closely with the manufacturer to resolve this matter as swiftly as possible.
  The manufacturer of your furniture provides a 1-year warranty on cushions. Unfortunately, your first request for service came 10 days shy of the second year. Despite this, Appliance Center has assisted in obtaining replacement cushions for you at no cost. However, the manufacturer will not cover the service call or the labor involved in replacing these items. Once a warranty expires, any repairs needed must be paid for by the customer.
  We have reached out to you multiple times to explain the situation. Unfortunately, we are unable to service items that are no longer covered by the manufacturers warranty without receiving payment for our services and labor.
  We sincerely apologize for the inconvenience and appreciate your understanding. We highly value your business and are committed to resolving this issue. However, we cannot proceed further if payment for services outside the manufacturers warranty is refused.
  Thank you for your understanding and please contact us if we can further assist you.
  *************************
  Assistant General Manager
  ************
  
  
  
  

  
  
  

   

  
  

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a leaking dishwasher. We have had 8 or more visits to repair with 3 different service techs. We have paid for parts, we have paid for the service call and we have been available for each appointment but the company has failed to repair the issue. There have been 2 no call/ no shows for their scheduled appointments and I have personally called the company and asked to speak to a manager with no returned calls to date. After researching the companies complaints, this seems to be standard practice. I am not satisfied until the dishwasher is replaced due to it being a faulty product.

  

  Business response

  08/03/2024

  We understand that the repeated service calls and lack of resolution have been deeply frustrating. This situation does not reflect the level of service we aim to provide. We would like to address each of your concerns:
  1. Service Visits: We regret that despite multiple visits, the issue with your dishwasher remains unresolved. We understand how troubling this must be and I have reviewed the service records to better understand what has gone wrong. 
  2. Missed Appointments: The no-call/no-show incidents you mentioned are unacceptable, and I have investigated this and as discussed with you on the phone, we keep call logs of all inbound calls. There was no record of any calls to the store stating we did not show up for an appointment or requesting to speak to a manager regarding this but there was a single record that we had one appointment canceled by Jennifer. Store managers can only respond to issues if they are brought to our attention. Our policy is to ensure all scheduled appointments are honored, and we apologize if this was not your experience. 
  3. Communication: It is concerning to hear that your calls to speak with the Service Manager have not been returned. This does not align with our commitment to customer service, and we will ensure this matter is addressed internally.
  4. Resolution: Your request for a replacement of the dishwasher has been expedited and our internal review finds replacement is warranted. Since your dishwasher was only a few months past the warranty period we have contacted the manufacturer to assist and they have agreed to replace this unfix-able unit and delivery is all set for Monday.
  We value your business and are committed to resolving this issue to your satisfaction. Please accept our sincerest apologies for the inconvenience caused, and thank you for your patience as we worked towards a resolution.
  Sincerely,
  **** *****
  Assistant General Manager
  Appliance Center
  ************

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a top of the line washer and dryer set (over $3,000) from Appliance Center and have had trouble with the washer destroying clothes and sheets from the first week. I immediately notified my salesperson. He tried to help initially but dealing with their service department has been painful. The replacement part that was supposed to be in within a week wasn't and after calling the mfg direct they told me the part Appliance Ctr said they ordered was not even for my mashine. The customer ********************** manager wouldn't return phone calls. My salesperson suggested requesting a replacement machine but the service manager and company was unwilling. They also have no response on the loss of damaged sheets and clothes but to contact the mfg who also has no policy for that. Extremely disappointing after investing this much money in a "quality" washer and dryer that apparently no one will stand behind.

  

  Business response

  07/02/2024

  As we all know that following the warranty process for any brand can be somewhat taxing and is not an instantaneous process. However it is required regardless where the product is purchased.  The Appliance Center was the initial servicer on the washer and did request several parts to attempt to assist with the complaints the consumer had regarding the washability of specific articles of clothing in her washer.  The customer did let us know she was not happy with the wait on parts and stated damage to some articles of clothing as well.   If there is actual damage from a faulty manufactured product, any compensation would go through that manufacturer. This was relayed to the customer and the customer was advised to contact the manufacturer directly to review these concerns. 

  
  From our understanding upon a phone call between the manufacturer and the consumer the consumer let the Speed Queen know they were not happy with our service and the call was turned over to another servicer in the area.  Once turned over we have no control of the claim nor the results of the repairs performed by another company.  This specific brand does have warranty procedures that must be followed to have a product condemned before a replacement is approved.  Again, per the consumer's request another servicer was assigned to the warranty claim, Appliance Center has no information on the status of the repair(s) or any approval of compensation, our service team was removed from this process by the consumer. 

  
  Contact was made several times regarding the concerns with the washer.  ********** when contact was attempted, voicemails had to be left, by myself and the sales manager as well.  
  The warranty claim information will be what the consumer needs for the unit to be replaced under the manufacturers warranty bond.  The washer will be exchanged with Speed Queens approval.  We will be more than happy to assist with this process should this be approved.  

  
  We appreciate the opportunity to review the consumers concerns.  BBB please advise if any additional documentation is needed.  At this time no refund will be issued or product exchanged without the consent of the manufacturer.
  

  
  

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a couch from Appliance Center on 8/15/2023 and I still have no refund and my 2nd defective couch (replacement for 1st defective couch) was picked up on 11/21. The store mgr, ***, told me this a.m. that he won't provide a full refund as he had told me (almost a month ago) he would do, if I chose that over an exchange or repair, because pillow stuff is missing from the 2nd defective couch returned AND he's also now going to charge me for pick up of the 2nd defective couch. The latter fee was the first time that has ever been mentioned. He doesn't care that NONE of the problems in this mess have been attributable to my actions, that I've had delivery people in and out of my house 4 times and I have no couch now or for the holidays, and stated during phone call this morning (11/28) that Appliance Center's costs now incurred will be passed along to ME, despite Appliance Center's ABYSMAL SERVICE AND PRODUCT.

  

  Business response

  11/28/2023

  
  We appreciate the opportunity to share this information with the BBB.  The customer has spoken to several members of the management team, and was offered several options on the product she was not satisfied with.  Upon Appliance Center picking up the unit, at the customer’s request, the delivery team found that the customer had consciously made the choice to open up the pillows, remove all of the stuffing from each of them, and keep the stuffing for personal gain.  
  The customer chose to violate the terms and conditions set forth by Appliance Center and those terms can be reviewed at *************************************************  The customer did not return the product in the original condition and made the choice not to do so.  The customer is only being charged the delivery fee and the cost to re-stuff/replace the pillows that she defaced, the balance of the purchase is being returned.  
  Should the BBB need any pictures or additional information Appliance Center would be happy to provide the BBB with this information.  Due to the choices the consumer made there will be no additional amount refunded. 

  Customer response

  11/28/2023

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

  The Appliance Center Maumee Manager knows those pillows were returned without stuffing because Appliance Center employee *** told me on 11/20 (the day before the couch was picked up and because I HAD CALLED APPLIANCE CENTER TO ASK ABOUT THIS TOPIC SPECIFICALLY), that there would be "no problem to return the pillows WITHOUT stuffing because they have a person there that can re-stuff the unused pillowcases and that he makes repairs like that all the time for us." When speaking with me on 11/28, the store manager acknowledged that entire dialogue with *** and even noted that the information provided to me was WRONG. I replied that I should not incur any expenses for mistakes made by Appliance Center and that if he proceeded with making me pay for THEIR mistakes, that the action would be despicable. In a previous telephone conversations with both *** (11/22) and **** (11/27), I had been asked by each if I had the stuffing that they decided they DO want me to return. I did not respond to them because I was still waiting to hear from ***, the store manager who had said he'd provide a full refund if that is what I requested. On 11/28, the manager *** told me that returning the stuffing is NOT an option, that I will not only be charged for PILLOW STUFFING, but also (and it was the first instance this had been mentioned by ANYONE), I would also be charged for the 11/21, pick up/return of the couch. None of that is reflects what employee *** advised on 11/20 what *** had told me on 11/9, regarding my options for a couch purchased on 8/15 that was defective upon deliver:  *** said he would provide a similar product exchange, or a repair of the 2nd defective couch or a full refund. I told *** that he hasn't kept his word and that neither has *** and I shouldn't incur the expense that resulted. 

  Sincerely,
  
  **** ********

  

  Business response

  11/28/2023

  Terms and conditions for any return are available to review on our website. Regardless of the consumer's opinion on what was reviewed by members of the management team, the consumer decided to deface and keep part of a product that was to be returned for full credit.  Full credit will not be issued, the difference of the cost to repair/replace what they defaced, the cost associated with that incomplete return and delivery fee is the difference in the refund.  Additional fees were not charged, all returns must meet the requirements listed under our Return and Exchange policy outlined on our website.

  Customer response

  11/29/2023

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

  This pathetic, nearly canned response looks like a convenient for the retailer, frequently catch-all response used as a perceived, blanket response for any instance in which they choose to be dishonest in their actions, and/or not honor the word and actions of their employees. Before I even bought my sofa, I'd been warned of this behavior by Appliance Center--which is the reason I have much of my dealings with them, documented. I hoped for the best from them and the mfgrer and chose to buy local AND from an American company (vs. Chinese), despite the fact that it was more expensive AND A NIGHTMARE to do so (I'm a longtime, happy Costco member and see furniture there ALL the time that I like just as much as what I regretfully purchased from Appliance Center) and it was clearly a complete waste of my time. NOW, I and many others like me that already do most of their shopping online/NOT local, will do so even more in the future, due to cost and horrible experiences locally, like this mess I've dealt with for months now, due to Appliance Center's abysmal behavior, to date. 

  When the Appliance Center Manager, ***, told me I'd receive a full refund, there were no caveats mentioned, nor were caveats mentioned when ***, the other employee advised I could absolutely return the pillow cases empty. No one mentioned transport fees at any point. I know the pillowcases would've never been accepted by the pick up staff either, if that hadn't already been pre-approved by Appliance Center. This issue is due to mistakes made by and lack of communication within Appliance Center and their representatives specifically have not referred to what they know was said to me prior to sofa pick up because they know that what I've described is factual, and acknowledging that will further indicate just how dishonestly this blunder is being handled. They clearly have no regard for my expectation that they honor their word to me by not one, but two employees or how many dissatisfied customers they leave in the path of their poor handling of this matter and clearly, others. All at Appliance Center who can correct the situation in a way that would help renew their integrity as a local retailer should choose to provide me with a full refund, based on all that they know I was told, by their personnel. 

  Sincerely,
  
  **** ********

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 brand new speed queens from appliance center. A washer and a dryer. I was told they are the most reliable washer and dryer and that they are the best of the best. The first washer they brought out did not work at all. They exchanged it and brought a different one. In the first year of owning it I have had to have someone come out for a service call 4 times. Of those 4 times every single call was scheduled out a week later and I was left unable to do laundry. This most recent time I am told they are short handed and cannot come out until oct. 9, 2023. It is currently sept. 30th. The washer is not draining and stagnant water is left in it making my entire household unbearable and smelly. The service person said there is nothing they can do I just have to wait. I explained at this point I would like to return it due to all of the issues and he said I have to reach out to speed queen that he cannot help me. The washer was very expensive and is the worst washer I have ever owned. Noone should have this many problems in 1 year of buying the most expensive washer they have. The customer service has been terrible and nobody cares to resolve the issue.

  

  Business response

  10/02/2023

  I show a purchase in June of 2022, one repair on a lid lock in December of 2022 on this washer, and a recent call to Appliance Center where service was requested on 9-30-2023 and the first available time and date was on 10-9-2023.  If the consumer had additional work performed on this unit, from an alternate service provider that is not listed, then they can call the manufacturer to review their concerns and create a case request for an exchange or replacement.  Appliance Center can only follow the manufacturer’s warranty protocols, and with the current history we must attempt a repair on the washer. 
  
  It is unfortunate that it is the “busy season” in the appliance repair industry and the consumer feels the lead time through the Appliance Center is too long.  We do check in with other service companies frequently and most are a minimum of 7-10 days out as well on scheduling service calls.  
  
  If there are other service providers with a shorter lead time available, calling Speed Queen would allow them to dispatch to an alternate servicer that may be able to provide service at an earlier date.  
  
  

  Customer response

  10/02/2023

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

  Noone has worked on this unit except appliance center. There have been multiple repairs to the unit and they are refusing to acknowledge it. The first machine they dropped off did not even work and they had to replace it. To leave someone without being able to wash their clothes and with standing water in their unit for almost 2 weeks is unacceptable and a health hazard. If they are short of repair men, they need to hire more to serve the customers they charge outrageous amounts of money. I do not believe it is the industry standard to take this long. There have been multiple complaints from customers about the same thing and that is why their rating is so bad on every site on the internet(including BBB). I want my money back for this broken washer I paid almost 1500 dollars for. 
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PURCHASED FRIDGE 6/25/2023. DELIVERED 6/27/2023. APPLIANCE CENTER EMPLOYEES INSTALLED FRIDGE AND KINKED COPPER LINE FOR ICE MAKER. APPLIANCE CENTER SCHEDULED ACTION SEWER CLEANING AND PLUMBING LLC TO DO REPAIRS. ********** FROM ACTION CAME ON 7/3 TO QUOTE ***. WIFE AND I BOTH PRESENT WHEN ************ QUOTED ***. WHILE QUOTING *** WAS ASKED IF REPLACING COPPER WITH COPPER. REPLY WAS NO. I ASKED HIM " YOU'RE TELLING ME YOU CAN'T REPLACE COPPER WITH COPPER" AND RESPONSE WAS NO DUE TO COST AND CODE. I MADE A STATEMENT THAT I COULD BUY INSTALLATION KIT FOR $25 FROM ********** BUT HE HAD NO REPONSE. FINISHED QUOTE AND LEFT. I BELIEVE HE WAS TRUTHFUL ABOUT CODE WHICH I LATER FOUND OUT WAS A LIE. THEY QUOTED THE *** WHICH APPLIANCE CENTER PAID $170 AND WE PAID $120 FOR UPGRADE TO EXISTING WATER LINE. INSTALL WAS COMPLETED ON 7/7.AFTER A COUPLE WEEKS WATER IN ICE MAKER BEGAN TO TASTE FUNNY AND HAD ODOR WHEN ICE MAKER STOPPED CONTINUOUSLY MAKING ICE AND SET FOR APP. 16 HOURS OR MORE BEFORE MAKING ICE. THE 2ND AND 3RD CYCLE HAD THE BAD TASTING ICE. CALLED APPLIANCE CENTER AND ACTION TO SEE WHAT THE PROBLEM WAS. BOTH STATED SEDIMENT IN WATER LINES. AFTER MANY CONVERSATIONS AND A VISIT WITH ******************* (STORE MANAGER ) AND ************** THEY STILL SAY SEDIMENT THE PROBLEM.. I STILL TOLD THEM THAT ACTION EMPLOYEE LIED ON INITIAL QUOTE.SOMETIME DURING THESE CONVERSATIONS ACTION SAID THEY WOULD REPLACE LINES WITH COPPER FOR $175. I FOUND THIS ODD IF THEIR TECH ************ SAID ***** COULDN'T PUT COPPER BACK IN BECAUSE OF CODE.ON SATURDAY 9/2 TALKED TO ******************* AND TOLD HIM OUR RESOLUTION WAS TO REPLACE PEX LINE WITH COPPER WITH NO COST TO US. HE WAS GOING TO TALK TO ************ AND I ASSUME ACTION TO SEE IF THEY WILL RESOLVE ISSUE. NO RESPONSE AS OF 9/12 AFTER ALL, IF ACTION EMPLOYEE HAD NOT LIED INITIALLY I WOULD HAVE A COPPER LINE IN ICE MAKER LINE ALREADY AT NO COST TO US.DON'T KNOW IF TASTE AND ODOR COULD CAUSE ANY HEALTH ISSUES IN FUTURE.

  

  Business response

  09/19/2023

  We understand the customer being frustrated with the situation, the experience the customer is complaining about is regarding an independent company they hired, not Appliance Center. The customer had an independent contractor out, agreed to have specific work done to the plumbing in the home, and is not not satisfied with the outcome.  We have spoken to the company ******************** hired and the set up in the home that was used is one they use in homes every day.  There was an option for a copper line to be used. ******************** chose the "most cost effective and up to code solution" that the plumber recommended at the time.  ******************** also did tell Appliance Center he knew there were other options but did not want to wait for any reason and asked the company he hired to have the work done immediately. 

  
  Appliance Center did sell the consumer a refrigerator as described and did the waterline hook up for the consumer.  After the visit, the consumer found a bend in the supply line that they stated was not there prior to our visit to the home.  In good faith Appliance Center offered to pay for the supply line to be replaced, and the consumer is not happy with the choice they made.  The additional money the consumer paid was for other plumbing work that was needed in the home.  
  We thank the BBB for the opportunity to review the consumers concerns and do request the complaint be removed.  The consumers complaint is regarding the service they approved to be performed in their home, independent of their purchase and services provided from Appliance Center.  It is unfortunate that they are not satisfied with the services provided by that independent company and we recommend attempting a resolution directly with the company they contracted with. 
  

  
  

  Customer response

  09/25/2023

   
  Complaint: 20591929
  
  I am rejecting this response because:

  APPLIANCE CENTER DELIVERY TEAM KINKED MY COPPER LINE FOR ICE MAKER. IN TALKING WITH **************(SERVICE MANAGER) HE STATED APPLIANCE CENTER WOULD ASSUME RESPONSIBILITY FOR KINKING THE COPPER LINE AND REPLACE THE COPPER LINE.APPLIANCE CENTER THEN CONTACTED ACTION SEWER CLEANING AND PLUMBING TO DO THIS REPAIR.APPLIANCE CENTER HAS USED THIS COMPANY FOR THESE TYPES OF ***S FOR APP. 20 YEARS ACCORDING TO ************** STATING SUCH IN A MEETING MY WIFE AND I HAD WITH BOTH ************** AND *******************(STORE MANAGER)  AT THE ****** STORE.AT NO TIME DID I CONTACT ACTION TO SET UP THE REPAIRS.. INSINUATING I CALLED THEM IS JUST A LIE.

  APPLIANCE CENTER SHOULD HAVE INSTRUCTED ACTION TO ONLY REPLACE THE COPPER LINE WITH A NEW COPPER LINE AND NOTHING ELSE AS WAS AGREED UPON. WHEN ************CAME AND WAS LOOKING AT THE *** TO QUOTE HE LIED TO US ABOUT NOT BEING ABLE TO REPLACE THE COPPER LINE OF OURS WITH COPPER DUE TO COST AND CODE. EVIDENTLY A.C. DID NOT CARE HE WAS GOING TO DO SOMETHING BEYOND THE ***** OF WHAT WAS ALREADY AGREED UPON WHICH WAS TO REPLACE MY COPPER LINE WITH A NEW COPPER LINE.

  SOMETIME LATER I CALLED BEDFORD TOWNSHIP PLUMBING CODE ENFORCEMENT OFFICER AND WAS TOLD COPPER ICE MAKER LINE COULD BE REPLACED WITH A NEW COPPER LINE THUS REVEALING THE LIE WE WERE TOLD BY ************ 

  APPLAINCE NEEDS TO HONOR THE ORIGINAL AGREEMENT TO REPLACE THE *** I HAVE NOW WITH NEW COPPEWR LINE TO MY ICE MAKER AT NO COST TO US. THEY ARE THE **** WHO HIRED ACTION AND TOOK NO ACTIONS WHEN THEY FOUND OUT ACTION TECH LIED TO US. THEY MUST NOT WANT TO RUFFLE ANY FEATHERS WITH ACTION BECAUSE OF THEIR LONG TERM RELATIONSHIP WITH THEM.

  WE WILL RESOLVE THIS ISSUE IF APPLIANCE CENTER OR ACTION SEWER CLEANING AND PLUMBING REPLACES THE *** WITH NEW COPPER LINE AT NO COST TO US.WE WILL NOT SEEK REFUND OF $120.00 AND THIS MATTER WILL BE RESOLVED WITH NO FURTHER ACTIONS. WE WISH TO BE RID OF THIS AWFUL TASTING AND TERRIBLE SMELLING ICE BEING PRODUCED.  AFTER ALL WE HAD NO PROBLEMS FOR ********************************************************** SMELLING TERRIBLY UNTIL AFTER THE NEW *** WAS INSTALLED NOT ACCORDING TO OUR AGREEMENT.
  
  Sincerely,
  
  *************************

  

  Business response

  09/29/2023

  After reviewing with the BBB team in ***** Appliance Center has been removed from this complaint.

  It is unfortunate the customer is not satisfied with the work they requested to be performed in the home.  Action Plumbing has an outstanding reputation and did the work the customer requested.  We have referred hundreds of customers to them and will continue to do so. 

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/26/22 I purchased a new Frigidaire refrigerator Model FRTD2021AS. Shortly after I noticed it making strange and very irritating sounds, called for service. Tech came out on 1/17/23 heard the sounds and said he would order a kit to stop the sound it was installed on 1/30/23. The noise was still there,, complained and they sent a different Tech, he came and said theirs nothing he could do and to live with the noise. Called Frigidaire they sent a factory Tech out he came and said to live with the noise, nothing he could do. This noise in very irritating when in the kitchen

  

  Business response

  04/11/2023

  Any time we make a major changes in the home any new or different sounds/noises will really stand out as being somewhat different than what they expected.    

  Both technicians that had visited the home agreed that the unit was functioning properly & could find no failure in the unit.  

  They did both add additional components to reduce the sound the refrigerator was making, basically adding in sound dampening pads. 

  This is the first time we have head back from the customer regarding them still having some sound concerns since the last visit in February.  

  As a courtesy we have scheduled an appointment with an alternate factory service provider to review the customer's current concerns. 

  Information provided below is from Frigidaire directly and they have provided a time and date for service. 

  "We have you all set up with a service call on (April 13, 2023, and the time frame is from 8 am - 12 noon EST) with (HOUSEHOLD CENTRALIZED). Here is your dispatch confirmation number (**********). It's always best to reach out to the service company to confirm your appointment to ensure no issues. They can be reached at (**********)."

  Technicians will contact you 30mins-1hour before they arrive, kindly keep your lines open and please make sure there's someone at least 18yrs old and above present at the location to avoid missed appointments."

   

  The consumer will be charged if the technician finds nothing with the machine, any functional need will be addressed under the warranty contract.  

  Let us know if we can be of any further service BBB. 

   

   

   

   

   

  Customer response

  04/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: This date will not work, have other commitments
  
  Sincerely,
  
  ******* ******

  

  Business response

  04/12/2023

  We would recommend the consumer contact the authorized manufacture service provider.    

  The claim number and phone number to contact that company were provided on the previous response.  The date and time were set to try and get the consumer taken care of as soon as possible. 

  If the original date and time do not work I am sure the factory authorized service provider can find a date and time that works into their schedule.  

  Appliance Center has provided an avenue to have the consumers warranty concerns addressed with a factory authorized service provider.  If there are any parts needed, adjustments to the machine to be made, this company will be able to provide that additional service.  

  BBB please let us know if any additional information needs to be provided. 

  Thank you.

  Customer response

  04/20/2023

  [BBB Transcription via Phone]
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  03/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  November 2017 my husband and I bought thousands of dollars worth of appliances from Appliance center in Maumee. We got 5. Stove, fridge, dishwasher, washer and dryer. We were sold an extended warranty with the ploy of “if you don’t have a service on the appliance at the end you get back the money paid on the warranty in store credit” and then the sales man said “your 5 appliances could be bundled on one warranty for $300-ish dollars, but a claim on one appliance in that 5 years negates the whole value of your credit. So if you buy an individual plan for each one at $129/appliance you only lose out on the rebate/credit of that one” plus the “credit/rebate” was good forever once you got it. My husband and I thought the average life of many appliances is 5-10 years and knowing we’ll likely need a new washer or dryer in that time the deal made sense. So 5 years from delivery was February 2023. I waited through the end of February thinking something would come in the mail. It didn’t. So last night I finally sent a customer contact form to appliance center asking about it. When I got my call returned they said “you only had 30 days to complete the rebate. Your deadline to submit paperwork was March 16th.” So after 5 years you only get a 30 day window to contact the store and get your info. This is a predatory sale and shady as hell. They sell you on the piece of mind and if you don’t need it then you get a refund essentially. The fact that you only have a 30 day window to submit it in 5 years wasn’t clearly communicated. This is a predatory practice. We spent $645 on extended warranties, didn’t file a claim in 5 years and they could care less. They said essentially “sorry we can’t do anything it’s the extended warranty company who has ****** rules, not us” well the extended warranty was sold by them, they should bear some burden.

  

  Business response

  03/23/2023

  As with any rebate, there are always deadlines to follow. At the time of sale warranty purchases are given a rebate form including the requirements to qualify for the rebate, one of those requirements being that the form must be mailed to the extended warranty company within 30 days after the plan expiration. 50% of the rebate comes from our extended warranty company and the other 50% comes from Appliance Center directly.

  Unfortunately the customer contacted us after that 30 day window had closed. We greatly apologize for the confusion with the program and have contacted the customer on 3/23 to let her know that we will honor our portion of the rebate with a gift card in the amount of $322.50.
  

  Customer response

  03/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a leather power recliner from Appliance Center in ****** in July of 2021. On August 13th of this year I complained about an issue with the recliner. I was told to contact ****** in customer service. I called and left a message and she called back and left a voicemail stating the chair is out of warranty and to call service at a number she left and that I would have to pay. Very rude message in my opinion. My recliner when you recline pushes the wood frame into the middle of my back and is very painful. I called asking to speak to a manager. A gentleman by the name of *** called me back. I stated my recliner is only 14 days out of warranty and I would like it replaced or give me a full refund and pick up the chair. *** stated the manufacturer would not do that and he would have customer service contact the maufacturer. I spoke to *** on several occasions and he kept stating they were waiting to hear from the manufacturers representative. I received a call from ****** 9/23, I believe, and she stated service would be out 9/27 to look at the chair. She still had not heard back from the maufacturer. Service never showed nor did I receive a call. After a month and a half of calls and no response from the manufacturer and a no show from service my only satisfactory outcome is a full refund and they can have the recliner back. I will accept nothing less because I haven't been able to use the chair since August 13th.

  

  Business response

  10/13/2022

  The first point of contact we have recorded into our system is on or around 09/22/2022.  Both individuals that spoke with the consumer did let him know the product they purchaed was outside of the manufacturers warranty. 

   After some discussions Appliance Center agreed to send out our technician at no charge to review the problem they were having and submit images to the manufacturer on their behalf if needed.  
  

  The technician did go out to the home on the assigned date, and the consumer would not let him in to look at/repair the furniture.  

  The customer's furniture is out of the manufacturer's warranty, our technician was not even permitted into the homein an attempt to assist the cusotmer, there will be no refund issued to the consumer.  

   

   

  Customer response

  10/14/2022

   
  Complaint: ********
  
  I am rejecting this response because: The first contact date was 9/13 to a person in service and he stated he would have someone call me back. I was wrong on the original contact date. I called back on 9/22 because no one called me and I left a message.

  In regards to the date a service person was to come to the house their statement is incorrect. I was told the tech would be at my home on Tuesday by ****** and I made arrangements with my work to go in late because my wife had a morning appointment. I would not have made work arrangements if Tuesday was not the date. 

  When the tech showed up on Wednesday I told him he was supposed to be here the day before. He said not according to the paper work and he proceeded to pull the door open and tried to step in without approval. I was getting ready for work and had to leave soon.

  I am aware that the chair is out of warranty. It was explained that Appliance Center was waiting for the factory rep to contact them. 43 day s out of warranty and the chair is not usable speaks loudly about the quality of the chair.

  It seems to me that the company is more interested in being right than being understanding. I requested a refund because they would not guarantee any repair they would do and they wanted to inspect the chair for abuse.

  I told them I would accept full credit toward a better quality chair before requesting a refund. 
  
  Sincerely,
  
  ***** **********

*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. ↩