ComplaintsforWholesale Appliance Center, LLC

• Initial Complaint

  10/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a refrigerator from this "business". 10 days after installation, the freezer handle fell off, the installer said his partner had not attached it properly. It fell off a second time a few days later. Approximately, 15 days after the installation we noticed our floor boards buckling under the refrigerator and migrating to our dining room, The saleswoman now became abrupt during the phone call relating to the damaged floors. A handyman determined that it was not the refrigerator, but valve that had not been secured that was causing the problem. A licensed plumber confirmed this. The owner Tim C****** continually distanced himself and could not have cared less. Currently, our floors (kitchen and dining room) have had to be pulled up at an extensive cost. All this could have been avoided had we had a competent installer and a business owner that took an interest beyond the initial sales. We are now involved with our homeowners to cover the extensive cost of floor and cabinet removal- in addition to the horrendous effect on our lives.

  Business response

  10/07/2022

  Business Response /* (1000, 5, 2022/10/03) */ The customer contacted us to replace her refrigerator that was leaking. We were asked not to connect the refrigerator to her valve as she was getting her floors replaced due to the leak from her previous refrigerator and wanted the people that were replacing her floors to be able to pull the refrigerator out. Any water damage that was done to the customer's floors was either previously there or done from her faulty valve located in her wall and had nothing to do with the refrigerator that was purchased from us or any installation issues as we did nothing pertaining to her water. Consumer Response /* (3000, 7, 2022/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The oid refrigerator was not leaking- it had a broken icemaker which we had turned off for a number of years. We chose not to have an icemaker hooked up with the new one. We asked the installer 3 times if everything was secure, he assured us that it was. We assumed that it was the new refrigerator that was leaking and requested a new replacement. After it was determined by a licensed plumber, that it was the valve, and not the refrigerator, we contacted the owner. The valve was not replaced, a cap was attached. We had no plans to replace our floors, our only plan was to replace the refrigerator. At this point, we do not expect anything from this business/owner. We should not have to tolerate what we are as the result of a faulty installation. Business Response /* (4000, 9, 2022/10/04) */ Both insurance companies have been included to resolve the issue. The salesperson involved has all recorded information as to what we were told by the customer as far as leaking and replacement of the floors.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a GE refrigerator on 15JAN2022 from Wholesale Appliance Center on Ashely River Road. My husband and I visited the store a few days before to brose the inventory. Tim, our salesman told us this specific fridge was a customer return but would be available to purchase immediately. We were weary about purchasing a used fridge, so he offered to plug the fridge in over night and place a water bottle in the freezer to prove it worked. The next day, I returned, the water bottle was frozen and we chose to move forward with the purchase. I asked about a warranty on the fridge, considering it was used and was told there would be a 90 day warranty. On 9MAR2022, I began hearing a revving noise coming from our fridge. I called the store and spoke with a different male associate who recommended I call GE customer service and pay the $100 service fee to have it fixed. I told him that the fridge was used and I wasn't sure if the fridge was still within the one year factory warranty period. He told me that Wholesale Appliance Center does not sell used appliances and that I "probably" bought my fridge from a different store down the road. I read the address from my invoice to him and confirmed I purchased from the store I was calling, I also told him that Tim gave us a 90 day warranty upon purchase. The salesman stated "the invoice states floor model.. I'm not sure what Tim is doing" and sent me to his voicemail. I left a voicemail with Tim on 9MAR2022, never heard back. I called back on 10MAR2022 at 12:57PM, Tim was not in the office, I received a call back at 3:57 from Tim, he stated that he did provide a 90 day warranty on our fridge. He ended the phone call by saying "We'll get out there, just not sure when. I'll give you a call when we can come to look at it." It is now 21MAR2022, I have not received a call to schedule an appointment. I called today at 11:12AM and was told Tim is out of office and to call back in a few hours.

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/03/21) */ The customer has contacted the store and spoken with Tim. When asked what it was doing, he was told it was still working fine, just making a noise. Since it was not an emergency service call, Ms. ******** was told that we would have a service rep to her home within the week to take care of it under the 90-day warranty. At this time, the service call has been set up for Tuesday, March 22nd and the customer will be called before we head out to the house to take care of the issue. Consumer Response /* (2000, 7, 2022/03/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept this response from Wholesale Appliance Center, simply because I need my refrigerator fixed. I do want to reiterate, for future or potential customers, that the original call to Wholesale Appliance Center took place March 9, 2022. I finally got a hold of Tim and had a response on March 10, 2022, where his exact words were "We'll get someone to look at it, we just don't know when. I will follow up with a date at a later time." Knowing the company and the lack of communication on their end while trying to have my fridge delivered, I took it upon myself to make follow up calls, as Tim's response was open ended on a time frame for repair. The response from the company states I was told I would have a service rep to my home within the week. It is now March 22, 2022; nearly two weeks after the initial call. I would also like to notated that Tim made it apparent to me that Wholesale Appliance Center does not have service reps, but that they would find someone to look at it. Lastly, I would like to also state that I never received notification of an appointment for today. I just found out about this appointment when reading the company's response to my initial complaint. Regardless, I truly hope that they do hold to their word and repair my fridge as necessary today. Although, having a 24 hour notice would have been appreciated as to allow me the time to properly notify my employer. Regardless of the outcome, I have learned my lesson with this company and in the future will purchase, brand new, elsewhere.

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