ComplaintsforArrow Associated Stores

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a new fridge (GE Fridge: GFE28HSKFSS Model: DL524315) on 9/26/20 via Arrow Associated Stores (AAS) also purchased a 5-year extended warranty through Epic Extended Warranty invoice #: ****** and paid via check #: ****. On delivery October 2, 2020, we notice there was a large dent and contacted the store. They instructed us to contact **************** (GE) and GE informed us that it was out-of-warranty because it was registered with Arrow Associates since 2018. Our fridge started making horrible noises and not keeping temperature. August (8/24/2023) and **** (AAS manager) told me to contact Epic Extended Warranty (EEW) directly. Epic then notified me that they did not have record of AAS purchasing an extended warranty. *** has tried repairing our fridge five times without resolving the issue. The warranty that we would have bought via EEW has a three time lemon policy. Both **** and owner, ***************, have not offered anything to come to a resolution of our fridge. They are not returning calls, they are avoiding talking to us, we bought a extended warranty to which they didn't apply and pocketed the money. The fridge was $2,699.99 and the extended warranty was $199.99 delivery and install was $150 for a total of $3,049.99. We are without a functioning fridge. They can come and get it and repair to resell we want a refund. They took our money for warranty, didn't purchase the warranty, and not making it right with us or fixing fridge... the fridge is not keeping temp. It has set to 34 but only cools to 46 degrees. We have very expensive medication that needs refrigerated and do not have the capacity to replace it it spoils. Currently, we are using coolers to maintain a stable temp for medication. I suspect they are pocketing warranty money and didn't think there would be an issue. Back in 2020 we called because it was delivered dented and GE said it was out of warranty, but they replaced door and we didn't investigate further.

  Customer response

  12/19/2023

  Owner name is actually **************************   Our Fridge started making noises about one year ago in 2022.  I called in Spring of 2023 (March) did not get a response from *********  Wanted to get a copy of the invoice.  Once it was making loud jarring noises everyday I called him again in the summer of 2023 (June) and it was August until we got a repairman (***) to our house.  It always took a number of calls to get any traction and currently why are not returning calls when promised. December 19th, 2023 our fridge is still not functioning holding temp at 46 degrees (that is not cold enough to hold temp for food).  *** said that it was up to Arrow to decide how they want to fix it. **** said it was up to *** to decide it is unrepairable. Because we under the impression we purchased the fridge with a warranty this should have already been resolved. It is not our fault they kept our money and didn't apply it to an extended warranty sold through Arrow Appliances.

  Customer response

  01/04/2024

  Update: Owner contacted us directly after receiving the BBB inquiry. He has delivered a replacement fridge and we have bought a new warranty for the replacement fridge.  We bought the new Epic Extended Warranty with check # ****.  Owner refunded money and applied it towards the replacement fridge *** LFXS26973S SN 306KRXDLA338.  They delivered replacement fridge on 1/04/24.  I would like to update the status to reflect that the original issue has been resolved.  I think it has was the push from BBB that helped facilitate closure of the matter. 

*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. ↩