Dishonest Company swindles customer who has fallen on hard times.
After being unemployed for 2 years, when our freezer broke we didnt have the money
to buy a new one. We turned to looking at a Used Appliance Store. Since I
work out of town now, my poor wife who is disabled due to severe nerve damage
has had to deal with a never ending dilemma.
We purchased a used upright freezer from Appliance Exchange of Utah on Saturday August 25, 2012. Prior to picking it up, they said that they would plug it in over the weekend so that I could see that it worked properly. When I went to pick up the freezer on Monday the freezer was not plugged in. The manager over the freezers/ refrigerators(Neil)guaranteed to me that the freezer worked great and that he personally checked this unit out himself. Being naive, I paid for the freezer & made arrangements for it to be delivered which cost me another $50. As soon as it arrived, I plugged it in. The motor turned on but even after being on all night, nothing froze & the temp only went to 22 degrees. I called Appliance Exchange of Utah,they said I would have to return the unit for them to look at it. So I had to pay someone to take it back costing me another $50. It has now been over 2 weeks now and they still do not have the freezer working correctly. They have my money and I have already spent $100 in delivery costs. Plus I will still have to pay to have someone deliver it once they finally fix it(if that ever happens). Through it all, I could have bought a brand new freezer (scratch-n-dent)model for less than what this used 8 yr+old model is costing me. I told that to Neil and he said that I should have bought a new one.
I filed a complaint with the BBB, and Toni from Appliance Exchange responded with: I did not
know there was a problem with this customer; Sally was in the store on Thursday September 13th, to purchase a fridge and a stackable washer/dryer. The freezer she purchased is ready and per her husband they said make sure it is in perfect working condition before they pick it up. It is in proper working condition. They have not yet picked it up. I spoke with the employee about his
action and he has been taken care of. We do not deliver or pick up appliances and never have. It is the customers who needs to arrange this. I have discounted several items to this customer and
will continue to do so. If you have any further questions, please feel free to contact me.
Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.)
When I was in there on that Thursday, it was to check on the freezer and to see if it was finally fixed. At that time I noticed a refrigerator, and inquired about it from Toni. At that time I examined the freezer inside and there were white shelves. This is an important fact that will come out later in this story. At that time, Toni said that they were still checking the freezer and that they were going to have another guy look at it other than Neil, someone who had more experience just to make sure everything was good.
I understand that the company doesn't deliver however the freezer never worked from the very start. As far as the discounting many items, I do not know what that is in reference to. We paid full
asking price for the freezer and stove that we purchased from them. I in turn gave them
another freezer and a 3yr old dryer when we originally picked up the purchase of their
freezer/stove. For giving them our existing freezer & dryer, they agreed to give us the extended warranty on the freezer which was $50. We purchased the extended warranty on the stove but not at any discounted price. We want to continue to do business with them and hope to purchase a refrigerator and a washer/dryer combo. If they are making reference to those items being
discounted, they never have made this known to us.
We feel that because the freezer never worked from the very start, that they should cover the cost at least one way of delivery. It would have been another story if the freezer worked from the beginning and then later broke down while still under the warranty. We understand that it would be our responsibility to get the appliance to them then. I have been working with Toni and she has been very accommodating and helpful so I would really like to get this resolved. I do not think that
they intentionally sold a freezer that was not working but they should stand behind it from the start, at least.
The exhaustive final straw to this excruciating ordeal was today when my husband went to pick up the upright freezer and refrigerator that we purchased; they gave my husband the wrong
freezer. I was not with my husband and he got into an argument with the owner because we had filed a complaint with the BBB. My husband did not realize that they had switched the freezer from the one we originally bought because he was in a heated discussion with Russ (the owner). The employees went ahead and loaded the appliances onto the trailer. I only realized that it was not the right freezer when I went to put something in it after we let it sit for a few hours. I opened the door and saw silver shelves. The one we had picked out and bought had white shelves and it also had a temperature alarm at the bottom. This unit does not have this. I also know this to be true because my neighbor saw the freezer when it would not work right when it was originally delivered the first time. He said it is exactly the same one that he has at home! Now the final freezer that they gave my husband is NOT the same model. They gave us a 2003 Frigidaire Commercial Freezer. The one we bought was a 2007 Frigidaire (I had looked at the dates when I originally bought it) but it was not a Commercial model. The one we originally purchased had white shelves and 2 white baskets in it, all matched and fitted. It had a light in it. It had a temperature alarm at the bottom of it. It was dated 2007. The Commercial unit they gave us has silver metal shelves and one white basket that does not fit, no light, no alarm, dated 2003, marked commercial on front of unit.
This was not or could not be just a minor mistake since they put your name on a piece of tape and put that on the front door for the unit that you are buying from them. This was blatant dishonesty to the fullest extent.
In all we have purchased the Upright freezer, a refrigerator, and stove from them. Three appliances too many.
August 25 We Purchased a 2007 Frigidaire Freezer from Appliance Exchange of Utah, leaving a deposit of $10.00
August 27th, Sally paid ($200) remaining balance of freezer, and made arrangements to have it delivered with independent deliverer, referred by Appliance Exchange of Utah.
August 28th Freezer was delivered.
August 29th Plugged in freezer and put ice cream in it. Made sure temp was set at 0 degrees.
August 30th Temp was only 22-26 degrees and ice cream was soft. Since Mike was out of town, I called my neighbor to see if he could look at it where he made comment that he has the exact same freezer.
August 31st Called Appliance Exchange of Utah about Freezer not working
Sept 7th Mike calls and spoke with Russ, the owner, who said that it was our problem to get it to them and they would not offer any reimbursement in delivery fees incurred even though the unit never worked to start with
Sept 8th Mike returned freezer to store for repairs
Sept 10th Sally Called and spoke with Toni to find out how long repairs would take.
Sept 12th Sally Called and spoke with Toni to find out progress of freezer repairs.
Sept 13th Sally Went into store to see what kind of progress was being done on freezer, spoke with Toni and she said that they would have a more experienced Technician look it over the following Monday before releasing it.
At this time, I (Sally) noticed a small refrigerator and inquired about it. I also asked about a washer/dryer combo unit? Toni said they would check out the refrigerator thoroughly before we bought it so to avoid the same thing happening as with the freezer.
Sept 20th Sally went into store and talked with Toni about the refrigerator to see if it all checked out. I was told that it was running and good to go.
Sept 22 Mike picks up Freezer and Refrigerator
Sept 22 We realized they SCREWED us over.
The customer failed to report that his "long winded" complaint was satisfactorly settled. Please confirm our reputation on the Better Business Bureau of utah. After over 20 years serving the residents of Utah, we are proud to have no un-resolved complaints.
Despite all intentions, you just can't please everybody. It is impossible to defend against blind attacks on the internet, since often, you never know who it is from and how to reach them. i thank he Rip off Report for allowing a brief moment for expplaination from managementg. Many websites do not allow for recognition, acknowlegment and resoloution. therefoe any jelous compator, disgruntled employee can blindly "throw mud" at any body without recourse .
Our warrnty is a full warranty. All appliances warrantees are very inclusive and they cover the full appliance from "bumper to bumper". This even includes customeer damage upon shipment. On checkout, all customers acknowlegde recipt of and understanding of this warranty. iIt isa a simple one page agreement that simply states that they are purchasing the appliance on a cash and carry basis. we do not deliver or provide transportation. Just like any other retailer, if you have a problem, bring the item in for repair or replacement. City business licenses requirements, our corporte charter and our insurnce companies do not allow us to work out of a truck or your home. We are not granted exceptions from these rules an therefore can not offer any to you.
We are always to abitrate any complaints theough the Better Business Bureau of Utah.
I have used this company and had friends buy appliances from this company.
We have not had the same experience. Our appliances performed as expected.
Our interactions with the managers and staff were professional and pleasant.
Bad experiences can happen to the best of them.
Mike and Sally
SARATOGA SPGS, Utah, United States of America
Company makes error right
#4Author of original report
Wed, September 26, 2012
After speaking with Toni, she agreed to deliver the correct freezer to us without the knowledge of the owner because he would not have agreed to delivering it to us. . We now have the correct freezer
Mike and Sally
SARATOGA SPGS, Utah, United States of America
One last chance to make it right
#5Author of original report
Mon, September 24, 2012
This morning I went to Appliance Exchange of Utah and spoke with Toni, the manager. I approached her with the attitude that I was sure it was just a mistake but that the wrong freezer was given to my husband when he was there on Saturday to pick it up. After discussing the matter with her, we went into the back and did in fact find our freezer with tape on the door with our name on it.
So apparently 2 freezers had our name on them. (not sure how that happened since we never did that). Anyways, she agreed to make it right and that she would arrange to have the right freezer delivered to our home and remove the wrong freezer. She is suppose to call me today to let me know when they will be coming. I will follow up on this report, to let you know if in fact the right freezer does get delivered.