Business ProfileforKWR Appliance

Copies sent to: KWR Appliances and The Greenville SC Better Business Bureau To BBB: On October 22, 2022 **** and ******* ***** purchased a used washing machine, used dryer, and a brand-new refrigerator from KWR Appliances located at ** ***** ***** ******* *********** ** *****. The total amount of the sale was $2,014.00. The cost of the washing machine alone was $250. On October 27, 2022 all appliances were delivered to our home at *** ****** ****** ***** *********** ** by a man named Rashawn and another delivery man. The washing machine was installed. After installation and upon attempting to use the machine, the washing machine was found to not work. A call was made to KWR regarding the broken appliance. KWR sent a repair person right away to fix the machine on Saturday, October 29. The technician, Rashawn, determined that the washing machine could not be repaired and swapped out the washing machine with another machine he had on his truck that same day without even asking us first if he could swap them out. Again, we went to use the newly installed 2nd used washing machine. This time, the machine agitator/impeller did not work. A second call was made to KWR Appliances to report the broken washer. The week of November 1, a technician was sent out (11/1 or 11/2?) once again to assess the broken machine. After about 45 minutes, it was determined that the second machine did not work and could not be repaired. We asked the technician, Rashawn, to have his manager call us after he reported his findings. We did not receive any phone calls for several days. A second visit (on or about the week of 11/7) was made to the store to inquire about a 3rd-hand machine. The store owner/manager told us that no brand new machines were available in the store. We asked to be called when the shipment arrived. By this time we were already almost 2.5 to three weeks from time of original purchase with NO WORKING WASHING MACHINE. We waited for about a week and did not receive any phone calls. We then decided to contact the bank for help to get our refund since the company did not make any attempts to make this purchase right due to their delivery of two faulty machines. Since contacting the bank, we have received multiple calls from KWR and ceased our interaction with them once we got ***** ***** involved. One final attempt was made via phone call on or about December 8 to try once again to reconcile this problem. The phone call was very heated. I asked for a refund. The owner/store manager said no. He wanted us to return to the store a 3rd time and he would "give us a deal on a new machine." KWR refuses to give us a refund and refuses our request to deliver a brand new, working machine and make this right for all of the trouble, hassle and disruption this has caused to our family. We made multiple trips to the laundromat and ultimately purchased a brand new machine from another reputable appliance company in Greenville. We still have the second broken machine sitting in our home. No attempts have been made to pick up the faulty machine. We no longer wish to work with this company because they sold and delivered to our home two machines that were faulty. We want a refund for the full amount of the sale due to the terrible inconvenience this has caused us with multiple trips to the merchant, laundromat, and ultimately mileage accrued to travel to another appliance store to ultimately purchase a working washing machine. Thank you for your consideration to our request. Warmly, **** and ******* ***** ************ *** ****** ****** **** *********** ** *****