ComplaintsforBill's Home Furnishings, Inc.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Maytag washer and dryer from this company on 04/15/2023 invoice number ******. The total invoice is $1541.52. I put a down payment of $400.00 leaving a balance of $1141.52, and have made one payment of $75.00 that lowers the balance. At the time of the sale, they did not disclose that they, too, have had issues with ******. I have contacted the manager several times via phone, and even had their technician come out for a service call. The manger has said they would work with me for a resolution but always ends up pointing the finger at me or Maytag. She also indicated if I had the service call and there was nothing found, but the technician agreed there was an issue she was certain she could facilitate and exchange, which the technician did confirm the washer is not functioning properly. I also paid $45.00 toward the service call with a balance of $45.74 put on my revolving account. Now I'm being told, after putting $400 dollars down, if I make a total of six payments, (I made one) they would do an exchange. I have been told if I had not registered the washer and dryer, they would be able to help me. I have been told several different things, that they couldn't take it back because it's now used - or they can take it back and send it back to Maytag. Essentially it is a different answer every time. I have been told by the manager and the service technician on more than one occasion they would call me back. They end up not doing that and I have to continue to call, I want them to pick up the washer and dryer and give me back all monies I have paid to date.

  Business response

  06/21/2023

  I have been working with ******* to get this resolved. She called our store and stated that her washer was not working. The washer was not throwing any codes and was working properly. *******'s complaint was that her clothes did not smell like detergent and that they had an odor. The model of washer that she purchased was one without an agitator. I really do believe that played some role in her thinking that is was not functioning properly. We had ************** go to her residence for a service call. He ran the washer on many different settings and determined the washer was working properly, had no codes, filled water properly, agitated like it was supposed to and drained all in a full cycle. He claimed that it had a "new washer" smell and no smells out of the ordinary. He advised ******* to try different settings, deep fill and possibly to add the detergent during the wash cycle so she could "smell" her detergent. 

  With the washer working properly Maytag would not return the merchandise, so I went through the proper channels to get authorization to return the washer whereas ******* had already registered the product. I wasn't sure if the warranty could be issued to another customer. On June 13th I spoke with ******* and advised her that I had spoke to Whirlpool/Maytag and that I could take the washer back for an exchange with a washer that has an agitator but there would be a restocking fee because there was no visible manufacturer defects and now I would have a "used" washer. 

  Since swapping out ******* I have already resold the exchange and have has no complaints from the new customer.

   

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