ComplaintsforFred's Appliances, Inc.

• 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.  

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I financed a GE washer from Freds appliance in March 2023. Last week (10/29) my washer stopped working in the middle of a cycle, full of *************** It would not turn on, yet there was power to the electrical outlet. The lid is locked & cannot be drained or opened. I immediately contacted Freds & was told no one could help me until Monday. I called again & was told they couldnt send a tech out, instead to contact the manufacturer GE. I contacted ********* had a tech come out on 11/1. The tech said the motherboard was fried & they could order a new one, but it would be **** business days. When I questioned about what to do with the full locked washer, the tech told me he could not open it to remove the towels or let the water out of it without a new motherboard. I called Freds Appliance back to see what other options I had & was told I had to call GE to see if I could get a new washer. I called ********* told me that only Freds could get me a new washer. GE only replaces the parts, but GE would put notes in the system for me so that Freds could see I called. I called back to Freds appliance & asked for a manager. They were gone for the day & left at 3:00pm as that is their schedule. So no one could help resolve my issue. So they would call me back tomorrow. I called into the service center & was told there was nothing they could do. The only option was to ship me the motherboard & have someone come out on 11/14 to fix it. So I am stuck with a washer FULL of ************** that are starting to grow mold. I have to wait 13 more days to fix it. I cannot open it myself without voiding the warranty. Meanwhile I choose to finance this ********** am paying for a broken washer monthly with on time payments. Freds REFUSES to exchange this washer OR take this one back OR to fix it any faster. However, I can overnight the parts to my house today?! Also keep in mind, I have family that is severely asthmatic & sensitive to ************ Any help would be appreciated.

  Business response

  11/02/2023

  We are really sorry about your frustration with the washer and the delay to get you service. This is a GE factory warranty and it is up to the manufacture for an exchange, not the dealer. They should have never said it's up to ****'s Appliance for an exchange, when it's GE's warranty. We will do are best to try and get the repair done as soon as possible. If there is another servicer involved doing the repair, you will need to complete the call with that service company. I will have our service department reach out to see if there is anything more we can do. 
  
  Thank You, 

  Customer response

  11/05/2023

   
  Complaint: 20813669
  
  I am rejecting this response because:

  I am paying Freds monthly for this washer & it is paid on time every month. I am not paying GE for the washer. I have called GE multiple times & they have said the same thing. Its up to Freds every time. Ultimately I bought the washer from Freds & you have the capability to exchange the washer, but refuse. Freds has done NOTHING to help. They have not even tried to call GE jointly or on my behalf. They have done nothing to expedite the repair with Lloyds repair. The washer was sold to me & now that it is broken, no one cares or is willing to go the extra mile to help. Additionally, what company says well it up to the manufacturer? Most stores stand by their products & will exchange/return the item & deal with the manufacturer themselves, but instead you leave it up to the consumer & put them in the crossfire when 2 companies cant agree on a proper process? By far THE WORST  CUSTOMER SERVICE by ANY company EVER!!! I need a resolution because saying you will do something & doing something are 2 different things. Otherwise this will escalate to a lawsuit.

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

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Freds came out to fix my dishwasher that had no power. I paid repair cost for them to come out $150.00 and the part that was another $150.00. The technician got it working when he left. I then left from my vacation home. I just arrived back 8 weeks later to find out it doesn't work again with no power.. I called to have them come out and fix it again but only warranty their work for 30 days and won't give me a credit towards a new product or come back out to fix it.

  Business response

  10/31/2023

  We went out to diagnosis this unit on 2/9/23. The tech found that the dishwasher needed a new main board. Part arrived on 2/21/23 but from the notes stated it's a vacation home so the the resident is not always there. We where able to schedule them for 8/3/23 the tech went out and replace the part. The unit was tested and running fine before he left the home. We do have 30 days on recalls at no charge if there is an issue. 

   

  Thank you

  Customer response

  10/31/2023

  Yes that is all correct facts. Their workenmanship should be covered for longer than 30 days. Most companies will cover their repairs for 6 months. I left on the day it was running and I wasn't there to report the problem. If everything was running correctly it should have been working when I came back. 

  They didn't offer any other solutions towards the repair to send another tech out on their dime or a credit towards replacing the dishwasher. 

  I am now out the cost of the repair and the parts and now have to buy a new dishwasher. 

   

  *******

  Business response

  11/16/2023

  We are very sorry for the issue you have had with the product and the manufactures limited warranty. If you do need to get a new product please reach out to ********************* at the Monroe location and he will get you a new one at our cost. 

   

  Thank You

  Customer response

  11/27/2023

  Great - thank you for the resolution - I don't know what you mean by ****** location for ****'s Appliances. Please send me their phone number and address so that I may contact them.

   

  *******

  Business response

  12/13/2023

  ************ ***************************

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been trying to get our freezer repaired for over a year now. And its the same run around and change of answers every few months. First we are waiting for service tech, then service tech comes and says it needs to be replaced, then waiting to hear from manufacturer, then waiting to hear from service manager, then it starts all over again. Never receive calls back, so my husband has began calling them every other day and still no answers. They literally change their story every single time he calls. And the elusive service managerdoesnt seem to exist. We have never revived a call from him even though for the last month they have told us each time that the service manager will call us back. We spent over $10,000 in appliances from them and an additional $1000 for the 5 year service contract. What a complete waste of money. I have never in my life experienced such a poorly ran business and incompetent customer service. After reading all the other reviews, seems like a pattern of behavior to me.

  Business response

  10/06/2023

  Customer called in saying that the unit sounded loud and wanted us to send a technician out to look at the unit. On 10/26/22 we sent a technician out to look at this unit and his report back stats that eh condenser fan and compressor are sounding normal. Customer called in right after that service call to complain about the noise again. We sent a different technician out on 11/11/22. Manufacture tech line told him to replace the main board so that is what we did on 1/6/23. This did not fix the unit so we sent the tech back out on 2/10/23 to force unit into diagnostic mode to make the unit make the noise the customer is talking about. Tech called tech line again to walk through the testing and they could not duplicate the noise. On 2/14/23 we sent out a different tech, this tech reported back that the fridge and freezer are running normally. Tech line was called again and they stated that the knocking of the compressor was normal when first turning on. Customer was still calling in saying that the noise only happens in the morning when it's quiet in the house. We sent another tech out a couple days later on 2/17/23 and he could not find anything wrong as well. Tech line stated to our tech that it is not the compressor so if you do a sealed system job that they would not pay for it. We sent a third-party servicer out to look at this unit on 4/7/23 and they came back saying it needed a compressor even though we have the manufacturer telling us it's not the problem and the unit is running normal. We went ahead and completed the sealed system job on 7/6/23 since the third-party servicer stated it needed one even though the manufacturer was saying not to do it because the unit was operating just as designed. Customer called in saying it was louder and so we send the tech back out on 8/7/23. He could not find anything wrong. We have sent almost every technician out to this customer's house to address the noise but no tech can hear the noise other than the unit operating like it should. We have reached out to our Rep with the manufacturer for guidance in this matter. 

  Customer response

  10/06/2023

   
  Complaint: 20703054
  
  I am rejecting this response because:

  multiple Techs including the last one on Aug 7 said that the freezer needs to be replaced. The sound is happening every couple of hours now and is louder than previously  we have numerous recording of the sound, but the techs wouldnt stay longer than 10 minutes to hear the sound or observe the unit. Service manager refused to return calls or answer the phone. When we called in again this morning as we had already heard the noises 3 times, they said they had no active service orders for us. But then after pressuring Then they said oh, we are actually waiting to hear from the manufacturer. This was told to us numerous callas ago. The last time my husband called, on Monday, October 2 he was told that they heard back from the manufacturer and he needed to talk to the service manager. The story is constantly changing and it takes multiple calls and months of playing phone tag before they appease us by sending out a rep for a mere 5 minute visit. Whats the point of spending $1,000 on a service agreement if the other party never follows through with the service.  We have used Freds appliance for over 20 years  we never plan on working with them again after seeing all the reviews and poor service through BBB. I feel bad for the salespeople as they do such an excellent job with no support from the service side of the business.  

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

  Business response

  10/17/2023

  This was approved for an exchange on 10-12-23 The salesperson should have reached out on Oct 13th to schedule the exchange. I will have the salesperson call today. 

   

  Thank you

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****'s Appliance was hired to repair a refrigerator on our park model Retreat 39ft loft 9-1-22, the refrigerator was under warranty. They sent repair person out and assessed a part needed to be ordered. After a month the part came in and repair person came out on 10-6-22. They installed the fan and said it would take 24 hr to cool. The next day it was still not working. On ***** they sent same repair person and determined the damper control was not working and he should have caught the first time. The part did not come in until **** at which time they sent the same repair person out. He put the part in and I asked him to wait to make sure it was working and he said he could not but to wait 24 hrs. I told him and the service department we were leaving for the winter in the am and I needed to make sure it worked. The next day we checked and it was not working, I called the service department and was told at this point we would have to wait until spring as we were leaving and home had to be winterized. I was assured there was no problem because the warranty was still valid through 5-17-23 Upon our return I called and was told they cannot work on park models and they were never suppose to come in the first place after 5 previous unsuccessful visits. I have 27 calls documented to ****'s Appliance with 5 return calls. I left 7 messages for warranty manger **************** all went unreturned. I then sent a certified letter to **************** and he returned my call which I was at work. I returned is call immediately to solve the issue. Again no return call from him. I left 2 ************ him know if I did not hear from him I would pursue other options. As of today8-15 I have heard nothing, Now the refrigerator is out of warranty. I called GE directly they said if Freds followed through the warranty would continue but I cannot open a new warranty. We are filing a suit in small claims for damages and the price of a new refrigerator. I'm writing a review to warn people of the ** rating

  Business response

  08/16/2023

  Good Morning, 

  This product was never purchased from ****'s Appliance and we ended up doing servicing work under GE's warranty. We do not service product that is purchased from another retailer. We did make a mistake and serviced the product under GE's warranty, when our policy is not to service product not purchased from ****'s Appliance. The other issue is, this is in an RV and we do not do any service work in any RV. Again, bad on us for excepting to do the service work. This is a very straight forward issue between the consumer and GE. They will need to call ************** to resolve the ongoing issue at this point in time. 

   

  Thank You

  Customer response

  08/16/2023

   
  Complaint: 20473775
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  08/16/2023

  We do not accept the response. ****'s Appliance took on the job to repair the appliance. It is not our fault that they made a "mistake" in the beginning by taking the job. We were never told that. We have spoke directly to GE and they said ****'s Appliance must be the company to fix the appliance under warranty as they opened the warranty process, and they have 2 invoices with GE in regards to this. Freds cannot just choose to decide they no longer will work on an open order. I made it clear it was not purchased from them. In their response their word are "we made a mistake" that says it all. I have the email from GE stating ****'s has to follow through. I think ****'s reply is implicating themselves that they did not finish the job and once the warranty ran out they do not stand behind their work. As a reminder they came 5 times and did 2 repairs both did not work. In their own words they made the mistake and therefore we expect it to be fixed or we need compensation from them or through the small claims court filing.

  Customer response

  08/24/2023

  ****'s Appliance needs to repair the refrigerator in the next couple weeks under the warranty process they started, 

  Customer response

  08/25/2023

  I will not settle for this / So why have the BBB if the business can just decide they don't want to do what is right, The business should have a negative rating but I don't think you can get any lower than a D-.

   

  The only positive that helps us is the information they provided in writing to this response works in our favor for the small claims court.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 17, 2023 I ordered a 30" gas range. My old one is obsolete and can't get parts for it. They said it could take three weeks or more to get ....July 21, 2023 my old oven quit. I make part of my living baking cookies and I have a large function coming up the 2nd of Aug. I need a stove NOW. So I go on line and find another one, they say it will be here next week. So I call ****'s Appliance up to cancel my order and the salesman says. I have one here in the store (same model I ordered) tagged for a different person but they don't need it until next week. So you can have theirs. I said I'll be there in an hour. So I picked up my new stove still in the box and the next day my brother came over and very carefully converted it over to LP. We checked for leaks and everything worked. The next day my husband has a batch of cookies in the oven and it turns off and won't come back on. The pilot lite won't stay on it won't even lite with a match.My brother says its the thermo coupling he has seen this before even in brand new stoves. So I call ****'s and they said we'll tell the repair department Monday. So all day long today (July 24,) we have called and called. At first it was we'll see if we can fit it in to finally not bothering to answer us at all. I need my stove NOW I can't wait until they "get around to it" I feel hurt and discouraged with no where to go. Paying for a stove I can't even use and nobody gives a s*** I just want them to fix it! I've only had it since Friday night. Now what do I do..?.

  Business response

  08/09/2023

  These customers called the day they were having issues with the range. They demanded we get service out to ****** the same da, unfortunately that extremely hard for anyone to pull off. We did let them know we could not get out there the same day but we would get someone out as soon as possible. They brought the range in to the store the next day for us to repair. They did not tell us they were doing that. Luckily, I had a tech between calls in the store and he was able to look at it and order a couple parts. Normally I would get them a loaner to use as this was an issue shortly after the purchase but, it is a battery-operated gas range converted to LP so I did not have anything for them to use. 

  Thank you

  Customer response

  08/13/2023

   
  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

  07/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an ** top loading washing machine from Freds Appliance in January of 2021. In June of 2023 it stopped working. I had purchased the 5 year warranty on the machine. I called Freds and their service man came out on July 13th of 2023. He explained that the washing machine needed a new electrical panel. I called Freds Appliance where I bought the washer and they said that the part was on back order and that it could be another 3 weeks before the part arrives. And that they would not make a repair appointment until the part arrives. When the part arrives I will be put on the scheduling list in order, that means at the end of the list again. The service agent said that it could be the end of August or sometime in September before they get back to me unless they can squeeze me in. My complaint is the extremely poor customer service and the wait time customers experience. I have heard all of the I am sorry and I understand comments from the service agents at Fredd. They could care less. I will never buy anything from Freds Appliance again and I will spread the word to my family and friends.

  Business response

  07/18/2023

  Service tech was out 7/13 on ticket ******. Tech found power going to the control but there was no function at the control. Part has been ordered with an expected ETA of 7/30. Once part is in we can look at getting the customer back in the schedule to be taken care of. We do not like to pre-schedule when parts are being factory ordered as they can go on backorder at any moment and we would have to reschedule the customer.
  
  Thank you 

  Customer response

  07/19/2023

   
  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

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I originally purchased my dishwasher 8/12/18. I also purchased a 5 year protection plan. On 2/14/23 my dishwasher quit working.I contacted ******* on 2/15, she set me up an appointment for 2/21 for someone to come look at it. So I took 2/21 off for them to come check it. The service tech said I needed a new mother board and a safety switch (?). On 3/8/23 I was told the part would be in on 3/14. On 4/3 I was told the part was out of stock and my service appointment was canceled. On 4/11 I called again and ***** (?) told me the part should be in on 4/28 but it wasn't confirmed. She was going to call me back with confirmation and set me up on another appointment. I asked to speak to a manager so she forwarded me to the managers voice mail. I asked for a call back. **************** told me the part is discontinued so she was going to email a manager about getting me another dishwasher. 4/18 *****(?) was looking into my account. The part was there and set an appointment for my dishwasher to be fixed.I was set up for an appointment for today. The service tech pulled up to my house at 10:30, he called me at 10:32 to tell me he had the wrong part and would be back in 20 minutes. At noon, I called the store asking what was going on. They have the wrong part, either the parts person ordered the wrong part or the wrong one shipped. I told the guy I want to talk to the manager. *** (?)from the main office called me, I was not happy! I requested a new dishwasher, I have had to take 2 days off (not paid). He wanted to order the part and he could get it fixed in a week or so. I was already told it's discontinued earlier. It has been 3 months! I let him know I was contacting BBB, he said so you don't want me to order the part, I said you do what you have to do but I was still contacting BBB.

  Business response

  05/10/2023

  I spoke to ***************************** 5/9/23. Customer was rather upset because the tech had called her and let her know that he had the wrong parts and was not going to be able to fix the dishwasher. ********* was demanding that we give her a new Dishwasher and that we get it to her on 5/9/23. I let the customer know that now that her ticket is on my desk I will see to it that she gets taken care of in a timely manner. I called the tech as well and figured out what part number he needed and I have already ordered it. The part is in stock and we are paying for faster shipping in order to get it by Monday 5/15. I let the customer know that I could get her taken care of next week as long as the part is in stock at our distributor. I will be contacting the customer today with a couple dates next week that they can choose from and I can make her the first stop so she does not have to miss a full day of work again. 

   

  Thank you.

  *****

  Customer response

  05/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business. 

  I have a couple questions-

  If this part was so easy to find why wasn't it ordered correctly in the 1st place instead of have ** wait 3 months to have our dishwasher fixed.?

  Why didn't the manager respond when I left a voice message previously?

  I will let them fix it but I was told there is still a missing part. There was 2 parts needed. Will that be replaced at the same time? I have already taken 2 days off work for this unpaid!  I cannot afford to keep taking time off! If the dishwasher is not fixed correctly and completely I want a new dishwasher. This is not right for the customer to have to keep taking time off when the dishwasher isn't being fixed.

  What warranty will come with this fix?

  This repair should have been handle totally differently. I will not buy from them again and will not suggest friends to go there.

   

  
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Sansung refrigerator and ****'s 5 year service contract. Refrigerator stopped working they can't schedule a repairman for 4 weeks to come and they cancelled that appointment and now can't re-schedule for another 5 weeks. I purchased the extended warranty through ****;s for $500 but it is pointless if they can't schedule for more than 2 months. After 3 weeks of no refrigerator they did bring me a small refrigerator as a loaner, but it is very small an not comparable to what we had in the house.

  Business response

  04/12/2023

  We are very sorry for the frustration. Unfortunately, there is a national shortage of service technicians. If you can find another authorized servicer in your area, we will be more than happy to pay them for the repair needed. I'm glad you do have a loaner, provided by us and we are very sorry for the delay in service. I will reach out to service to see if there is any more, we can do to help you out. 

   

  Thank you

  Customer response

  04/17/2023

   
  Complaint: 19924383
  
  I am rejecting this response because: I refuse to pay out of pocket and expect to be reimbursed for the charges.  I have been contacted by the service manager and am expecting a call today about the repairs.  I dont believe I would be reimbursed for any money spent on my own for this repair.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My brand new washer and dryer set out of the box was delivered dirty and covered in rain they didnt even wipe them off. in the process of removing my old washing machine they spilt old stagnant water on my carpeted stairs. the spill is incredible it stinks my house is a mess they really had a lack of professionalism.I need someone to let me know a plan for this being settled asap. thank you. I could go on and on and on they literally cut corners trying not to dump the water after they were asked to and made a incredible mess in my house I have a 5 year old and a 1 year old baby. and I rent this deplex! the stale water is a health hazard and it could ruin the carpet the floors and dry wall.. the company was supposed to come clean our house within 24 hours it's been 3 days........

  Business response

  02/27/2023

  We use a third-party delivery company which is J&J delivery service, and they will be contacting them Monday the 27th. They will be paying a carpet cleaning company to clean the area that was affected. There are about 5 steps that needs to cleaned. Freds Appliance has already refunded them their delivery charge for $99.98 plus tax. Any further questions on cleaning or damage will need to go to J&J delivery services. 

   

  Thank you.

   

*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. ↩