ComplaintsforFred's Appliances, Inc.

• Initial Complaint

  01/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1/6/2023 I bought a Bosch dishwasher from Freds Appliance ********************** Paid ****** ****** cash ****** on my debit card this company uses J&J plumbing and heating they installed on 1/12/ 2023 for ****** the plumber threw a dishwasher soap in the dishwasher and pressed a button and left - without waiting to hear dishwasher turn on - eventjough I asked him to stay and make sure everything was working properly- he did not and ran out the door I have a witness who was with me that can testily to this. The expensive Bosch is supposed to be very quiet however I kept hearing a semi loud grinding noise noise , but I did not know if this was how it supposed to sound it was muffled I loaded up the dishwasher pressed the button I was instructed to press by Freds salesman and plumber but the dishwasher never turned on or work so I immediately informed the salesmen ************************* he told me to call J&J and he would report it to Freds service who cannot come out until Feb 10 Meanwhile J&J sent out a different plumber who checked everything out and in less then 5 minutes said yes it was a defective dishwasher the motor was broken also I thought no water was getting to the unit . He also told me the other plumber who had installed was talked to the owner for NOT staying and making sure the unit worked I have. 3 witnesses who heard this . The plumber told me that a new unit would be installed and J&J would do it to no cost to me as nothing is my fault . Now I am getting yelled at by the salesmen of Freds appliance who told me there was a process and I was just going to have to wait and do what he says that the plumber should of stayed and listen and Freds appliance hes trying to put blame on J&J I have lost faith in Freds appliance and do not trust them I want a full refund - Also **** tried to act like the plumber didnt call and tell him this in front of my face then he admitted he had been told , hes scamming me I have witnesses that were in my house

  Business response

  01/23/2023

  We be picking up the dishwasher tomorrow as long as the consumer will allow J&J too. There will be a full refund made back to the consumer once it's uninstalled and put on a truck back to us. 

  Thanks  

  Customer response

  01/26/2023

   
  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,
  
  ***************************

  i want to thank the BBB for protecting customer rights without this process I would of not gotten a immediate response and refund from Freds Appliance the store manager banned me from Freds appliance store he refused to do business with me even after a very nice and different salesperson  had worked out just replacing the dishwasher . The store manager **** retaliated against me for reporting to BBB even thought I had spent about ******* as a previous customer. Thank you ******************** for protecting consumers rights and mediating this process. 

   

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for a Cafe Appliances top of the line refrigerator a year and a half ago. It finally arrived and was installed last night. It is a french door fridge. Unfortunately the right door sticks out a little more than the left on the face. The very top sticks out worse, maybe half a centimeter. ****'s said this should settle over time and fix itself, so I let them install the fridge, partly because they said it would be a year to get another fridge and did I want to wait a year. I had considered sending it back at that point. They had already hauled my old fridge out to their van and were removing all the plastic. I pointed out a 5 inch scratch on the inside right counter area (this one you can feel and see), and another 2 in. scratch on the left wall. I also showed them multiple scratches on the freezer right side bottom area. When I signed the delivery receipt I circled "received in good condition" and changed it to received in bad condition, pointing out two of the scratches and the doors not flush on the face. If I had seen the scratches before they had taken my old fridge out to the van I would have refused delivery. After the delivery guys left I saw more scratches, some on the beautiful water spout area, along with a 2 in. gash on the beautiful backlight area, along with others. I paid more for this top of the line fridge for the beauty of it and the quality and name. I didn't pay for scratches. I live alone and will take care of it and not scratch it. I want to have it for many years. I am shocked it was delivered with so many scratches, plus the door issue. It looks used honestly. ****'s is not willing to help. I have called GE to ask them to help, but I don't know what they will do, if they will do anything. My old fridge is gone and has been taken to the dump. I am asking for a new exact same replacement fridge to be delivered immediately and the one I have now taken away. I should not be charged any extra money if the price went up.

  Business response

  12/19/2022

  from the research I have done, the refrigerator was reorder for the customer. 

   

  thanks

  Customer response

  12/20/2022

   
  Complaint: 18600728
  
  I am rejecting this response because:

  ****'s Appliance gave an unclear response.  Can they please respond with a more definite answer (something like "a new fridge, of the exact same model, will be delivered to *****************************, and there will be no extra charges.  We will deliver and set up the new fridge, and take away the other fridge that has all the scratches and damage."

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

  Business response

  01/11/2023

  new refrigerator was delivered on Jan 9th 2023.

  Customer response

  01/20/2023

  Complaint: 18600728
  
  I am rejecting this response because:

  The fridge delivered on January 9 was also damaged.  ****'s is sending a partial refund, and I will be keeping the fridge.  Once the check is received, we can close the matter with the BBB.
  
  Sincerely,
  
  *****************************

  Customer response

  01/25/2023

  Please close this case:  18600728
  I received a check from Freds appliance for $1000 as a refund. 
  

  
  

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2017 I purchased an Asko dishwasher from ****'s appliance and was sold a service policy. The machine worked well until March of 2022. From March of 2022 ****'s has sent a service tech out to fix our machine 5 going on 6 times now without any success. When I purchased the service warranty I was told that after 4 unsuccessful visits the machine would be replaced. That has not happened. The service tech told my husband that ****'s will send a tech out every 2 weeks to look at the machine, but will do anything to avoid honoring their service warranty. When I call and ask for a manager, I get told they just stepped out or have gone home for the day. I am unable to connect with anyone of authority who can help me with this issue.

  Business response

  01/06/2023

  I have no customer info to look up the issue. An exchange will happen only if the product is deemed unrepairable by the tech. I need customer name address and phone number. 

  Customer response

  01/06/2023

   
  Complaint: 18511377
  
  I am rejecting this response because: We have had service techs to our home to fix this issue several times now. 3/24, 8/16, 10/4, 11/8, 12/1, 12,5, an now scheduled for 1/10/23. The machine has issues. The drain either runs non stop or does not drain completely. The machine has been inspected and the tech's have called the Asko helpline. This issue has not been resolved on any of the visits. The extended product warranty I was sold, was done so with the understanding that if the machine did not function the way it should it would be fixed or replaced. This has gone on for months. The machines physical warranty through the manufacturer is over and the extended warranty I was sold should be in effect until ****. 9 going on 10 months should be ample time to have fixed this issue, Freds has not. I am very disappointed. 
  
  Sincerely,
  
  ***************************

  Business response

  01/17/2023

  The item that was purchased was a one only closeout item, so it was a one-of-a-kind item. We will be giving the customer a full refund on the original purchase price of the product that was purchased. 

   

  Thank you.

   

   

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/14/2022: I purchased a new Maytag Dishwasher from ****'s Appliance on Division. They told me that they no longer do the installation, and that the installation would be done by J and J Appliance for $200. When the item arrived in *******, J and J Appliance called me to say that the dishwasher had arrived; and, that they would install it on Monday, November 21 at 6:30 a.m. The installers showed up at noon, and I was shocked when they gave me the bill for $288.59. I called ****'s Appliance to complain and was told that they didn't know the rates had gone up again. This is unacceptable!

  Business response

  11/29/2022

  We are sorry for any confusion but $200 is for a basic install and that is a starting price. We will make a call to the company that installed it and see if they can assist with some type of refund. 

   

  thank you

   

   

• Initial Complaint

  09/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had a fridge delivered, dented. Reordered new doors, took 6 months, arrived dented. Asked for a discount rather than a replacement, denied. Waited another few months, they delivered the wrong door. Again asked for another discount, instead of replacement, denied. Waited a few more months, delivered the wrong color door. Another door was ordered and is on "back order" with no ETA. Anytime I called the store I was always told there was no manager to talk to, and the employees didnt know anything. Called corporate store, left message for manager, waited a month, NO return call. Called again, left message, waited 2 weeks, NO return call.

  Business response

  09/09/2022

  We offered a credit to them and they approved it. 

  Customer response

  09/09/2022

   
  Complaint: 17936821
  
  I am rejecting this response because: I sold my condo with the fridge and there is no way they can get me replacements before closing on 9/30/22. I had no choice but to accept their offer, they gave no other options.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I purchased a brand new refrigerator from Freds Appliances. A week after it was delivered we noticed the freezer wasnt sealing, destroying all of the food inside. The fridge doors have to be slammed shut. The water was never hooked up so the ice doesnt work either. I contacted the company and they scheduled us a month out for someone to come fix our fridge. The day they were supposed to be there, they called and said the parts were on back order and they would not be coming out. It has now been 3 months. We cant even get the company to call us back to get our fridge fixed. We essentially paid almost $3000 for a mini fridge..

  Business response

  08/22/2022

  the customer has been contacted and set up for the 26th of this month. 

  Customer response

  08/22/2022

   
  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. Thank you for your assistance in getting this issue resolved.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new dishwasher under warranty from this company. Within a few months the dishwasher was not working. I asked them to replace it and they refused and insisted on repairing it. A few months later it was not working again and the same thing happened. I asked for replacement and they insisted on repair. Each time I have to wait for a repair an average of 6 weeks and pay for the cost of parts and service. This has been going on for over two years now with the problems getting more frequent and costly. I have continued to ask for a replacement since it is under warranty and they give me the run around and insist on fixing it. I wait 6 weeks without a dishwasher only for them to tell me they need to order a part, wait another 6-8 weeks then pay for another repair that does not fix anything. I recently paid $450 for a repair and the dishwasher does not function at all. I asked for a refund until they can actually get it fixed and they refuse to call back or remedy this ongoing nightmare. My understanding with a warranty I should be entitled to a new machine given the problematic history of this dishwasher. It doesnt work more than it works and is a money out and nightmare working with Freds. I would like my money back or a new dishwasher before my warranty expires.

  Business response

  08/05/2022

  We are very sorry for the frustration on the repair of you dishwasher. The dishwasher is under a 5 year extended warranty and if the dishwasher is determined non repairable by the tech, we then would exchange your dishwasher. Regarding the $450, that was a COD call for you refrigerator not the dishwasher. The dishwasher has and is under warranty for repair. 

   

  Thank you

• Initial Complaint

  07/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 5/8/2021 we purchased a 28' Gallery French Door refrigerator and a Gallery Induction Range paying full price with our Gesa credit card for $4018.32 with a verbal agreement to leave our items on the floor. I stopped by a few times to let ****** ********* know about the slow progress going on with our kitchen, and they assured us there was no issue with leaving the items in the store. A few months later they called to inform us the items purchased had been moved to the back room and later to the warehouse. On 11-3-2021, we stopped to arrange delivery and were told they thought we had abanded our purchase and they sold the units to other customers. We had to pick out another range and refrigerator, assuring us we would be getting a STAND ALONE range but they delivered an insert range instead, the range messed up our floor leaving a dark stain on the new ****** **** grain flooring. We were told not to use the range as it was not safe and stated a new range had been ordered. It would be a like model but not an inductive--an electric insert, not a stand-alone. The pricing seems odd and needs to be addressed, too. It's hard to deal with ****** sales reps as phone calls and text are not answered.

  Business response

  08/01/2022

  We are very sorry for any confusion on holding on to items for a long periods of time. All floor model items need to be taken in a very short period of time when purchased.  Regarding the range issue, we offered a new range early last week. If this is not acceptable to you, we then can come and pick up the range and give you a full refund. If there is a different style of range you would like to purchase we can help you on that as well.
  
  Thank you
  

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  we bought a stove with extended warranty and was installed in Dec 2018 and had problems with it shorting out. We would play with plug and eventually it would start working for a while. In May 2022 it stopped working so called Freds they could not get repairman out until July 6th. He said there were many loose wires and was amazed we had not been electrocuted and had to order a part. On 25th of July my wife contacted them and they still did not know when the part would be in but their first date to install would be Sept 16 and that is if the part comes in. We will have been without a stove for 5mths not much value in the extended warranty.

  Business response

  07/29/2022

  
  After looking into the service for ********************* I found that parts were ordered for the range. 5 parts in total were ordered. 4/5 are here. Right now the 5th part we are waiting on is expected to be in beginning of August. I can move the parts return service call from 9/16 to 8/16

   

  Thank you

  Customer response

  07/29/2022

   
  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

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a dishwasher Within 2 months it broke I have been calling to get it warranted out and they keep no showing or rescheduling finally stop by told us what was wrong with it and had to reschedule after ordering the part 2 more no shows then they came and they left the part for my husband to put in-and-in and it's a broken part they now will not answer any phone calls it goes to voicemail you leave a message they do not respond I've told them that I will be reporting them to Better Business Bureau and that if I do not get it resolved I will be calling my lawyer And still no contact

  Business response

  07/25/2022

  Refund is completed. 

*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. ↩