ComplaintsforFred's Appliances, Inc.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered a ****** French Door refrigerator from **** at ****'s Appliance in March. **** was going on vacation so he was going to have another rep call us to schedule the install while he was out. We didn't hear anything from the them until **** came back from vacation in April. Install was then scheduled for 4/9. Upon install, the water lines were not working and the door alarm would not stop beeping. Installers said that they could not do anything else and we had to call **** for service. Spoke to **** and he scheduled Service member to call us to schedule an appointment. Spoke to Service on 4/10 who then scheduled a Tech to arrive on 4/11. Tech arrived late afternoon on 4/11 only to tell us that the control board on the fridge was not working and he would have to order this and also order a new Air Filter cover as this was broken during install. Tech told us to call **** as we purchased the ****'s Appliance Warranty which should cover a replacement as this New Fridge arrived broken. Asked the Tech what they would do if they replace this unit with a new unit and he told us that they would take it back, fix it, and sell it as a refurbished model. Spoke to **** about options only to be told that we have to wait for them to get the parts in a few weeks and then they would call to schedule another tech to come and try to fix it. So now we sit with a Brand new Fridge that does not work, has to be refurbished, with a warranty that does not do what was promised by the sales representative.

  Business response

  04/15/2024

  We are more than happy to get you a new refrigerator. This should have happened after the tech arrived and we had to order a control board. 

  Customer response

  04/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  First of all i buy all my appliances from Freds and have never had an issue tell recently. My fridge we purchased from Freds quit working and we called them to get it fixed and see if we had the warranty still. I talked w the gal she said yes its cover tell 2025 so they sent a service man diagnosed it had to order parts to fix it. A few days later someone called and said we didnt have a warranty and we would have to pay $223 for the service call they sent up because We was told it was under warranty. There was no communication about not having a warranty. Had we of known that we would have just bought a new fridge. This was a mistake on there part and did t realize it tell days later. I feel I should not have to pay the service charge for there mistake. No one ever said anything about having to pay this bill until they discovered it wasnt under warranty. I will not pay for there error and mistake. They keep saying a manager will call and nobodys called or even tried to make it right. I didnt make the mistake they shouldnt have sent someone to fix it w out a warranty as they thought it was warrantied to, then want me to pay for it is not right.

  Business response

  03/12/2024

  We have corrected the bill to zero. 

   

  Thanks

  Customer response

  03/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased a very expensive Miele induction range stove top to go with our new re-modeled kitchen and unfortunately the range top has never worked. We have filed complaints with ***** and ****'s Applicance and even though they agreed to fix it and a tech came out to replace parts on the range top on two separate times, it still does not work. At one point we spoke to a manager at ****'s Applicance to bring up the point we received a faulty product and the manger informed us we are out of luck as he would not eat the cost. We are currently in the process of selling our home and on a fixed budget, if the range top does not work, it will probably kill the sale of the home. We just want this problem to go away. I don't think its too much to ask for a stove top that works.

  Business response

  03/07/2024

  Customer called in on 1/4/22 saying that they are having issues with the two middle burners not lighting and throwing an error FE48 and FE47. We sent a tech out on 3/3/22 and he diagnosed the unit with a bad board and control. Parts came in and we sent him back out on 4/5/22 to install them and then the unit worked. Customer called back in on 3/8/23, at this point we where booking a few months out so we did not get back out till 6/1/23. Tech diagnosed the unit with having a bad cooling fan. The part arrived and we got out on 8/31/23 to replace it and the unit worked. We do not have any other open service tickets for the customer since 8/31/23, to our knowledge the unit was fixed and no other problems exist. 

  Customer response

  03/07/2024

   
  Complaint: 21379639
  
  I am rejecting this response because: We are tired of dealing with this problem. This has been ongoing for 3 years. We are tired of dealing with this stove top. We feel the lack of professional customer service at ****'s Appliance during the beginning of this process could have avoided all these issues. At this point we want a stove top replacement w/o the induction option or a refund.  
  
  Sincerely,
  
  ***************************

  Business response

  03/14/2024

  We are the servicer for Miele and have been trying to repair the product under the manufactures warranty. If you are looking for a replacement or a refund, you would need to contact the manufacture for that. The customer service number for Miele is ************ and they my offer you a full replacement with the ongoing issue you have been having. 

  Thank you

  Customer response

  03/22/2024

  ****'s Applicance refused to refund or exchange Miele range top and referred me to Miele.  I have currently contacted ***** and opened a complaint has been filed/escalated.  I would strongly not recommend ****'s Applicance to anyone.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Been waiting for bearings to get our washer fixed for three months

  Business response

  02/29/2024

  We had a tech out 02-28-24 and the job is complete.

   

  Thank you

   

  **********; 

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a new washer dryer set in Nov28th 2023, we bought a new mobile home and we didn't get it till Dec. The bleach dispenser does not work, they sent out a service guy, said they couldn't do anything about it, he was here for 5 minutes Sent out another service man a few weeks later, **** the manager was spose to write a ticket on the washer and she didn't, said he didn.t have time to check to see if the second rinse cycle was working! I have ruined brand new sweats, t-shirts towels because of the bleach. The dryer was leaving grease spots on my sheets and my husbands t-shirts, and **** said don't use bounty sheets on them, 54 years of having a dryer, never heard of that the repair guy hadn't either

  Business response

  02/29/2024

  We have had 2 different service techs to the customers home and the the units are working as they should. I reached out to our rep for more clarification and he directed us to the use and care manual. Based on everything in the care manual on the washer, advised customer on all the setting she needed to be using. For the dryer, in the manual it also has grease listed, which gave her all the suggestions including not using dryer sheets. The customer has told both services that she just doesnt like the units and just wants to return them. I had advised the customer the only way we return product is if the vendor issues a return due to being non repairable. 

   

  Thank you

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 24, 2021 I purchased a new KitchenAid dishwasher with a 5 year extended warranty. Around May of 2023 my dishwasher began failing with an error code in the middle of the wash cycle. It was doing so intermittently.It would not drain or start the cycle over. I had to turn the power off, drain it and then attempt to restart it. This occurred about 50% of the time. It is an intermittent problem that cannot be readily reproduced. Since then I had a repairman visit my home 4 times with. 4 different solutions that have not worked. A fan powered vent was replaced and then the computer board was replaced. The latest repairman wants to replace the sump but has no idea why. Each part takes at least a month to be ordered and another month for someone to come and install it. 9 months have now elapsed without a repair. I feel they are simply throwing parts at this dishwasher with no clue what is wrong with it. I have been severely inconvenienced and feel they are avoiding honoring the 5 year warranty. This dishwasher should be replaced or my purchase price refunded.

  Business response

  02/12/2024

  The service tech brought the paper work in Friday to our service manager. We are going to exchange the dishwasher and the customer will be contacted today with all the info. 

  Thank you

  Customer response

  02/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased GE washer in March of 2020 and also purchased the 5 yr warranty. In August of 2023 the washer stopped working mid-cycle and not draining. We called and had to wait a couple week to have a repairman out which occurred on Sept 7th. This repair didn't seem to fix the issue completely. In mid-November the washer stopped working completely and we called then to have them come back out for a repair. They missed one appointment by going to the wrong house and then when we called to ask when they were showing up they acknowledge going to the wrong house and then rescheduled us for a couple weeks further out. They did the repair of what they said was the drain pump and mother board. Said it was fixed and left. Same day during a cycle it stopped working again. We called that day and they said they needed to order a different part. We have been waiting for that part since December 21. Today on Jan 18th we are informed that it is on backorder, the day before they were suppose to come install the new part. I don't think the technicians now how to diagnose what the issue is and just keeping ordering different parts. I feel they sold us a warranty and are not honoring that warranty in a timely manner. Not having a washing machine for close to 3 months is unacceptable.

  Business response

  01/19/2024

  We figured out that the part on backorder is for the dryer but the part we have in is for the washer. Customer was called and explained the situation. We have ****** going out tomorrow to install the part needed for the washer. 
  Once the part is on for the dryer, we will get a technician back out. 
  Thank you 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 18, 2019 I purchased a Bosch built in dishwasher with the 5 year protection plan. On September 20, 2023, I called ****'s Appliance Repair to schedule a repair as my dishwasher quit working. I waited 6 weeks for a repairman. The repairman they sent was unsure what was wrong, told me it was probably a mother board, said the part would be ordered. 2 weeks later after I called to see if the part was in and to schedule a repair, a different repairman came, said "he thought" it just wasn't the mother board but it needed the controls circuit board also but he couldn't verify it because there was no power to the dishwasher, more parts would need to be ordered. 6 weeks later the same repairman came, he again stated he wasn't sure exactly what was wrong because of the lack of power he couldn't verify what the exact problem is. At the present, I am again waiting for a repairman, it has now been almost 5 months. This same repairman called the service manager to see if they would just give me a new dishwasher, as now the repairman states he is going to have to rebuild the entire front door that has all the buttons and controls and once he does that, he isn't sure that the mother board and control/button circuit is the real issue. The service manager refused to accommodate the repairman with his request for a new dishwasher and instructed the repairman to place an order with the parts department to order the parts. The parts department has no experience in the field so therefore doesn't always order all the parts needed. The service department scheduler's have terrible customer service and act like you are putting them out when you call to get a timeline. The service ***** manager doesn't communicate with his repairman or parts people therefore there is a breakdown in getting proper and complete repairs. A person shouldn't have to wait 5 months for a repair, but I'm not even sure when the repairman returns, if he will be able to fix it or know what's wrong.

  Business response

  01/05/2024

  We will be refunding the customer for the cost of the dishwasher since they have a 5 Year warranty. They can use that credit to apply towards any dishwasher of there choice. Our service manager is reaching out to them as well regarding the credit. 

  Thank you

   

  Customer response

  01/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  ****'s appliance contacted me Friday, we made arrangements for us to pick up the new replacement dishwasher.  We picked up the new dishwasher yesterday, January 8, 2024.  

  Thank you for your help in getting this resolved.

  
  Sincerely,
  
  *********************

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approximately 4 years ago my wife and I purchased a complete Viking Kitchen: 64" Range, 64" Hood, 2 microwaves, refrigerator, and freezer. after 3 years our refrigerator began to fail, it could no longer maintain a temperature lower than 50 degrees. I called ****'s appliance who told me that it "was out of "all parts and labor warranty" unless it was a major component, which was guaranteed for 7 years". I then had them come out to make repairs. In the middle of Nov of 2022 a repairman came out after a long wait Jan 11 with our refrigerator not working properly for a month to diagnose and repair refrigerator. That tech said he couldn't repair it because it needed a complete rebuild and he would have to order parts that would take up to 6 weeks to get. After 8 weeks I called and they said they were still waiting on parts but would schedule us as soon as parts were in. it was the middle of February 2023 they said the parts were in but the Viking tech was injured and it would be 6 weeks before they came out. so in March 23, 2023 a different tech came out and said he couldn't fix it because he still needed one more part and we would have to wait for that part I called again in June they said they were still looking for part. My wife got mad and called and told them to send someone out now. 2 weeks later they sent a different tech again, who said that wasn't the problem at all it just needed a thermostat but he could order one it would be 6 weeks to get. When the thermostat came in they made an appointment July 26th 2023 and installed install thermostat, the refrigerator still didn't work properly but it does now cool to 48 degrees on a good day. I called again and they said they are working to resolve my problem and would call me back. When they didn't call me back after weeks, I called again. The person working with me couldn't come to the phone but was told she would call me back.. It is time for them to just pony up and replace the fridge or refund the cost of a new refrigerator. It would appear they are avoiding my calls. refrigerator cost over $7,000.

  Business response

  11/09/2023

  We first went out on 1/11/23 to diagnose the Viking refrigerator. The tech diagnosed it to be a bad sealed system. Tech ordered parts in for the repair and was scheduled to go out on 3/15/23 but the tech ended up getting injured and could not complete the call that day. We cleared the schedule for another tech to go out on 3/23/23 to complete the repair with parts that the first tech said were needed. Tech shows up to the customer's house on 3/23/23 and the customer had tried to remove the built in fridge before we arrived and ended up stripping out all the legs and carriers before we arrived. Since the damage had been done to the fridge my technician was not able to pull the fridge out and was not able to actually locate the leak from the parts, he had access too. Technician reports that the customer will have to remove the fridge and make us access in order to work on it. We sent another tech out to do this job because the current tech was booked out too far. He went out and said that it was not a sealed system issue but a thermistor problem. We ordered a thermistor and sent that tech right back out as soon as the part came in. It turned out that the thermistor was not the problem and we still have a sealed system problem. We have the second technician scheduled to go out and do a complete sealed system repair on this unit 11/30/23. The work will be able to be completed as long as the customer has the unit completely pulled out of the wall for the technician to do the job. 

  Thank You

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an extended warranty for a dishwasher I bought through ****'s Appliance. In August 2023, it began leaking. After contacting ****'s Appliance, their contracted repair service scheduled a repair two weeks later. They diagnosed a faulty pump, which took three weeks to arrive and another week to install. However, the leak persisted, indicated by the same error message. Despite ordering another part, the issue remained unresolved for another month. The repair men were surprised that the initial problem was a leak despite me telling them in person. Miscommunications between the repair service and ****'s Appliance led to delays and unfulfilled promises. After the last visit by the repairmen, I convinced them that the problem was a leak, which they attributed to the newly replaced pump. We are in week three of waiting for yet another pump with no guaranty that it will indeed fix the problem. After three plus months, and despite a history of loyalty to ****'s Appliance, our dishwasher is still not fixed. Neither a replacement nor a warranty refund has been offered. In fairness, ****'s Appliance did authorize and pay for the repair of our dishwasher. However we are extremely frustrated with the lack of resolution and apparent disregard for customer satisfaction.

  Business response

  11/07/2023

  Customer called in on 8/14/23 about their dishwasher throwing an error code. At the time Freds was booked out too far in order to get to the customer in a reasonable amount of time so I approved to pay a third-party servicer (Absolute Appliance) to go out and fix the dishwasher. They went out and diagnosed a bad pump, they are not able to get parts from Miele so Freds appliance got the part and sent Absolute out to repair. Customer called in on 9/22/23 about the unit still not working, by the looks of the new ticket we are awaiting on another pump and Absolute is going back out on their recall. Till this date, Freds Appliance has not been out to look at this dishwasher or to diagnose it. We have sent our head tech out today 11-07-23. He will be working with Miele our service department and the customer. 

   

  Thank you

  
  

  Customer response

  11/15/2023

  The head tech from ****'s came out and determined that the problem had nothing to do with the pump; he determined that the tub was cracked and leaking.   He recommended replacement.  
  

  ****'s promptly ordered a replacement dishwasher, which will be installed November 22.  
  

  we are satisfied with this outcome and we are grateful to the BBB and ****'s for sending out one of their repairmen to properly diagnose the issue.  

*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. ↩