ComplaintsforFred's Appliances, Inc.

• 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. 

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Get a technician out here in the next two days. Your tech took the day off instead of fixing our dryer. After waiting over a month to get a tech out here, your dispatch office left us voice mail telling us the tech took the day off so they are bumping us out another 3 weeks, so your dispatcher simply moved us back to the bottom of the stack. This is ridiculous. The part has been at your office since the first week. It's not due to parts. It's due to lazy complacent behavior by corporate management. When I tried to call corporate offices directly. I got misdirected, stonewalled, and hung up on. Shame on your greedy corporate officers. The dispatcher grudgingly moved the repair day to 9 days out. that is not good enough. This is taking over a month and a half to get our dryer repaired when the part has been at your center since the first week. This is lazy arrogant treatment. We have been loyal customers and spent thousands at your store.

  Business response

  06/10/2022

  I just got done listening to the phone call recording. The customer stats that the tech called in sick but **** tells him multiple times through out the ten minute call that he was miss-scheduled on the wrong day. He originally got pushed back to 6/29 when we first made contact with the customer about the problem. When he got transferred to ****, she was able to get him moved up to 6/17. Customer did not get hung up on as I listened to the whole conversation and they both hung up at the end.Parts did arrive on 5/18 but we are booking out a month in that area and we only go to ********* once a week for service. We do have all the parts and the customer is on the schedule. I have already spoke to the technician to make sure this call gets ran and not rescheduled. Notes have also been made in the schedule as well.

  Customer response

  06/11/2022

   
  Complaint: 17339475
  
  I am rejecting the company's' response due to the material misstatements in the email.  Whoever wrote the response should not call me a liar. Secondly the respondent skipped right over key details.  Shame on him or her.  I've included my complaint against ****** and the attempts to call me a liar.  It shows how arrogant this company is. Please note the key misstatements.  

   

   

  The response is trying to label me as a peevish pointy headed customer, totally skipping over ****** arrogant, bullying behavior, which is what sparked my  phone call to begin with!
  

  1. It was **** told me that during the call that the repairman took the day off for crying out loud! She said it was in the notes. I did not say he called in sick.  How could I possibly know why the repairman didn't come to work? That is a lazy smear.

  2.  I told **** during the call I was going to call corporate headquarters directly and ask for a executive escalation.  That means I called corporate HQ separately. During that phone call I got misdirected and hung up on. The respondent again is trying to make me out a liar. Another lazy smear.
  

  3. The respondent totally skipped over the fact that the company's first told me via an voice mail that they had moved my appointment out 3 weeks.  It seems clear to me they simply dropped me to the back of the queue, instead of rolling me to the next day or so.  That is arrogant behavior. When I called, ****** first response was nothing could be done.  Finally, then after I escalated it to ****, she improved the date to a week out.  Thank you **** for that.    

   

  Below is my complaint and the response.  Draw your own conclusions.

   

  My complaint:
  

  Get a technician out here in the next two days. Your tech took the day off instead of fixing our dryer. After waiting over a month to get a tech out here, your dispatch office left us voice mail telling us the tech took the day off so they are bumping us out another 3 weeks, so your dispatcher simply moved us back to the bottom of the stack. This is ridiculous. The part has been at your office since the first week. It's not due to parts. It's due to lazy complacent behavior by corporate management. When I tried to call corporate offices directly. I got misdirected, stonewalled, and hung up on.Shame on your greedy corporate officers. The dispatcher grudgingly moved the repair day to 9 days out. that is not good enough. This is taking over a month and a half to get our dryer repaired when the part has been at your center since the first week. This is lazy arrogant treatment. We have been loyal customers and spent thousands at your store.

   

  ****** response:
  
  I just got done listening to the phone call recording. The customer stats that the tech called in sick but **** tells him multiple times through out the ten minute call that he was miss-scheduled on the wrong day. He originally got pushed back to 6/29 when we first made contact with the customer about the problem. When he got transferred to ****, she was able to get him moved up to 6/17. Customer did not get hung up on as I listened to the whole conversation and they both hung up at the end. Parts did arrive on 5/18 but we are booking out a month in that area and we only go to ********* once a week for service. We do have all the parts and the customer is on the schedule. I have already spoke to the technician to make sure this call gets ran and not rescheduled. Notes have also been made in the schedule as well.

   

   

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

• Initial Complaint

  06/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a washer and dryer from ****** on ******* in Oct 2021. We had to call them back out 3 times to get it installed correctly. The initial install did not even push them into place, nor did they change the dryer door to open in the same direction as the washer. The 2nd time they came out, they "fixed" the door, but still didn't push the units into place. in January, we called for service because the dryer door wasn't sealing properly and it wasn't dryer the clothes. The technician that came out didn't do anything because he didn't have help to move the stacked units. We were rescheduled for 6 weeks later. When they came out for that visit, they determined they had to order a part, however, they did nothing to fix the door. They were suppose to call when the part was in, however, after 4 weeks, we had to call them - and then it was another 4 weeks before they could come and install the part. Again, we asked about the door not sealing and was told by the technician it was fine and there was nothing they could do. And, as with all of the previous visits, the ************** were left out in the room rather than being pushed into place. After this service (at this point, the 6th visit since they were ordered), the dryer still isn't drying and now the room it's in fills with condensation during each use. We called for service again - and were told they could come on the Friday going into Memorial Day, however, we weren't available so they were going to call back with a different time. They never did. Instead, the technician showed up on that Friday. When **** called me to say he was here, he said he'd have them call to reschedule. 10 days later, again, we haven't heard from anyone. We bought the washer and dryer 7 months ago and the dryer still doesn't work. I've called no less than 10 times. Every time I call, I'm told they don't have the man power. I'm tired of the excuses. I want a dryer that works and I'm tired of waiting.

  Business response

  06/06/2022

  we are sorry for the issue but the set can not be pushed back any further. When doing this, it crushes the dryer venting which will throw an error code to the dryer. The only way to resolve this is to have a private contractor adjust the dryer discharge to the correct height to vent straight out. This is a service that has to be done by a private contractor. 

  thank you

  Customer response

  06/06/2022

   
  Complaint: 17320704
  
  I am rejecting this response because: We specifically told the three separate installers that it vented directly out and did not use a hose to which the installer replied "we can only do what was there before" - which was not using a hose. Instead of telling us that there was a space difference between the height of the vent on the dryer and the height of the vent in the wall, the installers used a hose which was apparently crushed when they finally did push it back where it was suppose to be. Further, the technician that came out 4 times between Jan and May because our clothes weren't drying never told us there was a hose or that it was crushed. In fact, I had to go after him when he was done to ask him to finish pushing it in and he stilled didn't tell me there was problem. Had any one of the multiple people that came to install or service it, bothered to tell us there was a gap problem (today is the first we've heard that), we would not have been in this position 8 months later. Due to the hose being crushed by the original installer(s), we have had significant issues including condensation build-up which caused an electrical fire in the lighting in the room. We never would have kept this washer and dryer combo had we been told about the gap. We hired installers specifically to install it correctly. That didn't happen and that's on ******* Now I am having to hire a contractor to fix the gap so it's installed correctly AND, I've had to pay for an electrician and dry ****** to repair the damage from the electrical fire. None of that even includes the limited addition wall decor that was knocked down and broken by the first technician. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My partner, ***************, purchased a refrigerator for our home from ****** (salesman *****************) on 5/11/22. It was delivered on 5/17/22. After it was installed and the delivery guys were preparing to leave, *** opened the fridge door and it fell off! The guys said it's missing a "pin" and they'll report it to the service folks and because it's a new appliance and a new purchase it will jump to the top of the list.5/17 sent a text per the link on the ****** web site as no one has come to fix the fridge. Turns out that number is ******* We sent many texts back and forth and got nowhere fast. I threatened then to call the whole sale off and I wish now I had done it then.5/18 at **** *** in Service said they can't come until 5/23. Me: Unacceptable 5/18 I spoke with a woman who said service calls are booked out 2 months and delivery should fix it. Delivery had already said they don't carry spare parts and therefore cannot fix it. **** told me at **** a warehouse guy would be out within the hour. At **** **** said the warehouse guy won't be coming, but he will set aside a crew to come tomorrow. 5/18 at **** my ex-husband, *****************, went to ****** and was given the "pin" so he could come get the fridge functional. Turns out the door doesn't seal and when *** looked under the fridge he could see structural damage.5/19 at **** ******* came. Reached out to ****. He doesn't know why they didn't come. I'm finished. Told **** to get this fridge out and refund my money.5/20 at **** **** said pick up will happen on 5/24 and once they're in possession they will refund payment.5/24 called to see when they're coming. **** said 5/27.We have purchased a different fridge due to be delivered by *********** on 5/26 but ****** fridge is still here AND they're holding our money hostage until they get around to fetching it.Please help us. I have all the text messages showing the false promises and run around if you need to see them, but I am attaching the content as well.

  Business response

  05/25/2022

  We are very sorry for the issue this had created for the customer. We picked up the product on may *********. A cash payment of $500 was made on the 11th of May and we will send a check for this amount out right away. The balance was done by a credit card and that will be refunded today back on to that same card. 

  Thank you

  Customer response

  05/25/2022

   
  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. Yes, ****** did pick up the fridge yesterday 5/24 (see email of 5/25) and this afternoon we went to the store and had the card credited and picked up a check for what we'd paid in cash. It's over and done. We are seriously disappointed with the way ****** handled the situation after sending out a defective fridge. From day one we experienced nothing but false promises and dishonorable conduct. Worst customer service I could ever have imagined except for the two young men who delivered and then picked up the fridge. They were delightful and efficient. I do not want the complaint to go away, but I do consider this resolved.
  
  Sincerely,
  
  *******************

  Customer response

  06/03/2022

  RE: Complaint # ********

   

  Good morning, 

   

  We have a partial resolution. Yesterday, apparently while I was busy filing the complaint with BBB, ****** contacted me by text stating:

   

  "between 3:30 and 5:30 today they will stop by and pick up the fridge. This is *****, manager of the Ding and Dent stores. Sorry for the inconvenience."

   

  Then, in ****** true fashion what happened next isn't what they committed to. The truck arrived at 1:45. No call to change the time or find out if that would work for us. Fortunately, we were here and could make ourselves available. THE FRIDGE IS GONE!

   

  At **** I reached out to ******, who is holding our refund hostage until they are in possession of the fridge, asking when we can come pick up our refund. As of this writing 5/25/22 at **** I have not had a response.

   

  Thank you!

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

  Business response

  06/15/2022

  the product has been picked up and the customer is refunded in full. 

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a brand new refrigerator for a rental property January 26, 2021. Within months the appliance wasn't working properly causing my tenant to lose groceries. When I called in July of 2021 I was eventually told to call the manufacturer, which I did, August 23, 2021. The manufacturer admitted to a part defect and told me how to instruct the service department at ******, which I did. This did not solve/fix the problem. I was told after 3 service calls this appliance would be replaced. I am now on my third service call waiting for parts SINCE THE END OF JANUARY. It's May 17. In the meantime, my renter does not have a properly working refrigerator. When I call the service department I get the run around, told still waiting for parts with NO date of part arrival. I want this unit replaced. I purchased a brand new appliance and I expect a working refrigerator.

  Business response

  05/18/2022

  We are very sorry for the issue on the refrigerator. The ********* store manager will be calling you on May 19th to discuss a new refrigerator. 

  Thank you

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First it took over 8 months to receive my stove and 9 months for the range hood that was ordered at the same time. They never knew where the items were in transit nor when they might show up after the initial delivery date expired (4 months before actual delivery for stove). Stove was not functioning properly when installed, but since the installer never fully checked the unit out we had to deal with it through the manufacture. Currently we are still waiting ( 11 months since order date and over two months since the install started) for the hood installation to be completed. Their installer (******) accepts jobs and never communicates with Freds after that. This guy is subcontracted and can do what he wants when he wants with no oversight from any management. Freds just blames the issue on him and says he will get there when he gets there. We just want Freds to take ownership of the problem and get someone out to finish the hood.

  Business response

  05/18/2022

  ********************** ordered products from Freds Appliance and was informed of the long industry lead times for ordering products. The customer excepted this and placed the order. The customer has received all good from ********************** Appliance. The customer inquired about an installer because his contractor didnt want to handle the installation of the products. The salesperson gave him a name explaining he is a 3rd party contractor that does not work for Freds Appliance. The installer states that the customer wasnt ready for delivery the first time we attempted and lives over an hour from town. The second time we delivered he was able to install everything but the hood because it hadnt arrived yet. The hood arrived and he went to install and discovered the customer had vaulted ceilings that were not originally discussed during purchase. This required a custom venting piece to be cut to fit. Since then the customer has been unhappy that the 3rd party installer will only go to that area when he has other jobs to complete. The customer refused install in at least one occasion because he didnt like the day or time. The completed installation is set up for 5/26/22 as long as the customer will be available which has been an issue.
  

  Customer response

  05/18/2022

   
  Complaint: 17207900
  
  I am rejecting this response because:

  This whole statement is nothing but incorrect facts and utter lies from either *************************** or your installer that  you hired ******. I was given a date in late October 2021 and when that date passed they never knew where my items where at in transit. They kept giving me new dates or no dates at all. They never made any attempts to contact me, as I always had to make contact to get any information. I personally told *************************** and so did my builder about the angled ceiling last summer. As for the hood it was not missing anything when it arrived. ****** said he would get it trimmed and be back the following week to finish, that was over 6 weeks ago. After getting his contact information from *************************** on 28 April 2022, I attempted to contact him through text message with no reply. On 2 May 2022 he sent a text asking if the next day ( less than 24 hours notice) is good for him to finish. I replied that it was not ( due to the fact we were out of town) and asked for the following Thursday, again no reply from him as always. Every time I call Freds I get the runaround and the reply Ill call you back with no call back ever made. This is your contractor that you hired to install my items and you are accountable for his actions or lack of actions, period. This sounds like poor leadership if this is the type of service Freds accepts from its lower management teams. Again just want someone to finish the job and take responsibility for their shortcomings. Hopefully the hood was not damaged during trimming or the last 6+ weeks in the care of the installer. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had an ongoing repair issue with a Kitchen Aid refrigerator - the spring in the door hinge was defective and needed to be repaired. Freds appliance service technicians have attempted to repair this over 6 service visits since June 2021. While they resolved the initial hinge issue, they broke a part that turns the light on inside of the refrigerator while repairing the hinge. In addition to the light no longer turning on, the door rattles and groans - sounds as if other parts are loose inside the hinge mechanism. During their last visit on 4 April 22 to service these issues, the technician admitted to me that they do not know how to repair the continued problems with the door. I was told by the technician, ***** that their service manager, *******************, would be reaching out to Kitchen Aid to determine a resolution and they would contact me for next steps in a week. I never received any such follow-up and have left multiple messages for the service manager, *******************. He has not returned any of my calls. I have spent hundreds of dollars on each of these service visits for problems that their technicians created. They broke it and do not want to deal with it any longer.

  Business response

  06/06/2022

  would love to respond can't see the compliant. Tell us why here...

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a *************************** from ****** on 5/29/2021 for a total of $1,508.20. Included in that was $249.98 for 5 year protection plan. It was delivered 6/9/2021 (order #********). It worked okay until January 2022. It stopped working completely. We called ****** and the soonest they could get a tech out was end of February 2022. The tech came out and communicated that there was an issue with the sensor and they needed to order a part. We should get a call in 4-7 business days to reschedule. 2 weeks go by (we were on vacation so gave them the benefit of the doubt) and no communication. My husband called and they said the part had come in surprisingly that day... when he called. The soonest they could get us in was 5/4/2022 (this was mid March when we called). May 4th finally rolls around and we get a call that the tech is out and they need to reschedule for 5/9/2022. Again, that day comes and we get another call that tech is out and now the soonest they could get us in was 5/18/2022. We are still waiting but I am at my whit's end. We keep getting dates promised and nothing happens. I have two children, one an infant and we have not had a washer in nearly 5 months. I've spent 100s of dollars at the laundromat, had to take PTO from work to make sure we can get to a laundromat during open hours and I'm exhausted. I never expected something to be as emotionally draining as this. I wish I would have known what the the service warranty was like before agreeing to it. If you cannot fulfill services in a reasonable time, why offer it.

  Business response

  05/16/2022

  **** took the part and the ticket in case he runs ahead today to work in sooner. We are very overran with service calls and we are very sorry for the delay. 

   

  Customer response

  05/18/2022

   
  Complaint: 17200329
  
  I am rejecting this response because: They came out and said they ordered the wrong part.... and will be sure to let us know when the part comes in 3-4 days. Then get us back on the schedule. It has been over 2 months since the "part" was ordered. Now we are back to waiting and I hope its not going to be another 2 months. My suggestion to the company would be to prioritize the service jobs that need parts to be ordered, then get them on the schedule as soon as possible.  It took him 10 minutes to realize it was the wrong part. We waited 2 months to find this out. This is ridiculous. I understand that things are busy and understaffed. But we have been waiting since February. Am I suppose to call everyday and ask if they can get us in sooner? I'm not sure what else I could have done. I will not remove my complaint yet. The only way I will accept a response or remove this will be when the washing machine is fixed or we are somehow made whole if that is not achievable. 
  
  Sincerely,
  
  ***************************

  Business response

  05/20/2022

  The repair was completed on May 19th. 

• Initial Complaint

  04/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased a New washer and dryer. We noticed it was leaking and that it had damaged the ceiling in our basement bedroom. We contacted Freds and we had to wait over a month for them to fix the issue. Now we cant get them to repair the ceiling. They are pointing the finger at the installer. I have stopped calling them to resolve the issue. I want to make sure no one else gets burned like we did. Stay away from them!

  Business response

  04/26/2022

  We apologize for the issue and I have reached out to service to get the repair completed. The water damage would need to be addressed with J&J appliance delivery. They did the delivery and installation of the laundry set and the drain line was not installed properly per out tech's report. contact number for J&J appliance delivery is. ************. 

   

*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. ↩