ComplaintsforJacksons Appliance Repair and Sales LLC

• Initial Complaint

  09/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a refurbished refrigerator from this company on 9/16/2021. It was delivered with dryer sheets and ice pops in it. After I turned it and it got cold, a horrible smell emitted from it. I bleached it twice, used baking soda, etc. I tried to call the company the next week twice. I finally got through. I attempted to explain to the women on the phone, she immediately got defensive, refused to let me talk or explain, she talked at me foe about five minutes, rudely telling me how she cleaned it, blaming it on me and telling me they don't give refunds, someone could come out on Thursday to look at it. I asked if she was finished talking because I didn't want to be rude. She then cursed me out, called me illiterate and hung up in my face. I called back and asked to speak to a manager, she continued to scream, curse and hang up again. I called a third time and as she did the same. The owner then did the same. I was unable to talk and was told I would not be refunded.

  Business response

  10/21/2021

  Good Afternoon,

  
  

  Ms ******* purchased this refurbished refrigerator in person in our store location. She was made aware of all policies and procedures at the time of purchase. She had the refrigerator for a week prior to calling about an issue. Ms ******* called twice outside of normal business hours never leaving a message. Once she called the office during normal business hours, she was informed that a technician would need to be scheduled to come out. She refused and requested us to pick it up and refund her money.  She was informed our procedure again of having a technician to come out to diagnose the issue, she stated she was having with the refrigerator. Ms ******* became irate refusing to schedule and requested a refund. She was advised again about our refund policy, which is posted on the wall when you checkout and also on our website. She requested to speak with a manager after disconnecting with the office personnel. While speaking with the manager, who reiterated our policies and procedures and offered to schedule the technician visit, Ms ******* disconnected again. The manager left her a voicemail to call back to schedule the tech to come out to diagnose the issue. Ms ******* never called back after being offered several times to have a technician come out which is our procedure before any replacement is done. Ms ******* has refused a technician to come diagnose, repair and/or replace if needed.

  
  

  Thanks 

  Jacksons Appliance 

  Customer response

  11/05/2021

  To whom it may concern,

  
  

  Hello. My response is late due to my sister's recent passing. However, there was no truth in the business's response. 

  I am not a confrontational individual. I called and left multiple messages, with no return call. Once I got in touch with the company,  I agreed immediately to someone coming out, that Thursday. It never happened. I was immediately told they do not give refunds, despite being told otherwise when I purchased the refrigerator. Upon trying to explain, I was cursed, called names and hung up on. When I asked to speak to the owner, the same was done by him. I was asked why I waited 2 weeks later to call, but couldn't even get out that I was at an emergency family matter. Upon not being able to speak and being insulted, I finally hung up.

   Not once, even, when I was called out of my name, did I return the disrespectful disregard for human decency. Not only am I not the type of person to behave in the manner they claimed, but I didn't even have the energy or will to do so at the time. I believe it speaks volumes that I as a customer tried to calm them down.. I believe this company takes advantage of people they think have no voice or other options. I am actually an advocate for minority and women owned businesses. 

  
  

  Thank you, 

  ****** ******* 

  864-******** 

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