Complaints

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2022 Kitchen Aid refrigerator from ******'s ********************************** on January 26, 2024 for $5,523.89. Within 4 weeks the unit started leaking inside the refrigerator. ******'s service team came out and attempted to resolve the issue. Within 2 weeks, the unit was leaking again. The service team came back to troubleshot the issue with a different approach. The technician could tell in that visit that he was not going to be successful. He also broke the front touch screen panel inside the refrigerator that controls the temperature of the fridge when he was removing the part to inspect the water leak. They have not replaced the touch screen and keep telling me the part is on back order. We called Mardeys for a 3rd time and they referred us to a local Kitchen Aid repair company, Flamingo Apliance Repair. When that service tech came out, he could not find a serial number to the unit. He said that ********** condemned this unit, or "took it out of circulation," and therefore it is unable to be serviced or repaired. He explained the scam that places like ******'s is pulling. They purchase second hand appliances, that are condemned and resell them, knowing they have major issues, and will never be able to be repaired. We called ******'s directly this morning to inquire about a refund or an exchange and were told that we did not purchase the warranty through them so there is nothing they can do for us. They should absolutely be put out of business. I can only imagine how much unlawful ****** they have acquired using this scam.

  Business response

  05/02/2024

  Dear BBB and ************,
  
  We regret to hear about your dissatisfaction with the KitchenAid refrigerator purchased from Mardey's Appliance & Repair. We aim to provide our customers with quality products and service, and we apologize for any inconvenience this situation may have caused.
  
  Regarding your purchase, it is important to clarify a few key points:
  
  Product Condition and Disclosure: The refrigerator in question was sold as an "as-is" clearance item from a secondary market, typically used for liquidated products no longer warranted by manufacturers. As part of our transparency, this status was clearly communicated both verbally and in writing at the time of purchase, highlighting the appliance as a zero-warranty product due to its liquidation nature.
  Pricing and Warranty Options: The appliance was offered at a significant discount of over 50% off the manufacturer's suggested retail price. We also presented an option to purchase a full warranty and protection plan, which would have covered the type of issues now encountered. Unfortunately, this additional coverage was declined.
  Acknowledgement of Terms: At the point of sale, all conditions of the purchase, including the potential risks associated with buying an open-box item without warranty, were acknowledged in writing. Copies of the signed receipts and waivers are available and were included in our documentation to you.
  Attempts to Resolve: Upon noticing the issue, our team responded promptly and made several attempts to troubleshoot and fix the problem. Despite the challenges faced, we sought to provide solutions within our capacity.
  Referral to Specialist: Recognizing the unique difficulties with this unit, we referred you to Flamingo Appliance Repair, specialists in KitchenAid appliances, to ensure a higher level of expertise could be applied to your case.
  We understand and truly regret that your experience did not meet your expectations. Although the sale conditions and your decisions at the time of purchase limit the remedies we can offer, we are committed to understanding and addressing your concerns as best as we can within those constraints.

  We understand and truly regret that your experience did not meet your expectations. It is crucial to emphasize that the appliance was purchased under clear "as-is" terms, reflecting its deeply discounted price. The decision to decline additional protection, unfortunately, placed the inherent risks of such a purchase upon yourself.
  

  We have included all of our documentation. 

   

  Thank you

  Business response

  05/02/2024

  MORE DOCUMENTS

  Customer response

  05/02/2024

   
  Complaint: 21545464
  
  I am rejecting this response because: I do not see a response form the seller. I only see receipts. The Fridge that they sold me had the serial number removed by Kitchen Aid and should have been taken out of circulation as it defective and is unable to be repaired. They knew this and admitted to it after the fact, but did not disclose it to me as the buyer. It is a deceptive business and know I have a Fridge that cost mover $5,000.00 that is useless. If I plug in the fridge it leaks water from the coils from the inside of the fridge onto my wood floors. I want my money back and/or an operable fridge that is the same age and same size. Thank you for your assistance BBB.
  
  Sincerely,
  
  **********************

  Business response

  05/13/2024

  ************,
  
  We have provided documented and binding proof that your purchase was made with full awareness and understanding of the risks associated with purchasing an open-box appliance. You were presented with various options and chose to proceed with your decision.
  
  As previously mentioned and detailed in our documentation, attempts to rectify this matter were made. We regret that you remain dissatisfied; however, we have supplied all necessary and substantiating documentation. Additionally, the merchant has reviewed the case and concurs with our company, not validating your dispute efforts.
  
  Thank you

  Customer response

  05/15/2024

   
  Complaint: 21545464
  
  I am rejecting this response because:

  I was not made aware that this unit was "condemned" by Kitchen Aid prior to you receiving and then selling me the appliance. I would never purchase an appliance that has been "taken out of circulation" by the manufacturer. Kitchen Aid has made it clear that you should not have had or been able to sell this refrigerator that you knowingly purchased without serial numbers. You did not disclose to me that the serial numbers were removed. We were told that this unit was a used 2022 floor model. This refrigerator is not repairable according to Kitchen Aid and should have been "taken out of circulation" and destroyed. I do not know how you obtained this refrigerator, but you told me after you couldn't repair it that you knew it did not have serial numbers when you sold it to me, and you did not disclose that to me in the purchasing process. I want a refund or a replacement for the defective and unusable refrigerator that I paid you over $5.000.00 for.
  
  Sincerely,
  
  **********************

  Business response

  05/28/2024

  ************,
  
  We understand how frustrating this situation has been for you, and we want to clarify a few things to ensure theres no misunderstanding.
  
  When you purchased the unit, we made sure to explain that it was an open-box item. Open-box appliances can be a fantastic way to save money, which is why many of our customers, including yourself, choose them. However, they do come with some risks, and we made sure to discuss these with you at the time of sale. We also offered you options for additional coverage to mitigate these risks, but you decided to decline those offers to save on costs.
  
  We have carefully reviewed your recent claims that the unit was "condemned" or otherwise compromised. These assertions are new to us and seem to be based on assumptions. Were not sure where this information is coming from, but it wasnt part of our understanding when we sold the unit to you. We provided you with all the relevant information about its status at the time of sale.
  
  Weve looked into your case thoroughly and have provided all the necessary documentation to support our position. The issue with the unit not being repairable is unfortunate, but it is a known risk with open-box items, something we discussed with you from the start.
  
  We realize you are unhappy with your purchase, but we have fulfilled our obligations by giving you all the necessary information and options before you made your decision. Given these circumstances, we must stand by our original decision and cannot offer a refund or replacement.
  
  This is yet another attempt to address your concerns, and our stance remains the same. We appreciate your understanding in this matter.

  Customer response

  05/30/2024

   
  Complaint: 21545464
  
  I am rejecting this response because:

  I was not told that this unit did not have serial #'s on it. I was told that it was an open box or floor model, which is very different than buying a unit that intentionally had it's serial #s removed by the manufacturer because it was found to be defective. After your service team came to my house and tried to fix the unfixable fridge, you told me that you knew that the serial #'s were missing prior to selling my the unit. I told you that I would not have bought it had I known that. It was not disclosed to me. I am asking the BBB to hold you responsible for your shady and misleading business practice of selling "condemned" appliances. This is over a $5,000 item. This is not *****. In your response you write as if you are making the final decision. I am not asking you to tell me if you will help me. You have made it clear that you will not. BBB please take the time to consider the issue and make decision that protects this consumer and future consumers. Thank you for your assistance,

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

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

  Business response

  06/11/2024

  As communicated in our previous correspondences, all terms and conditions of the sale were clearly outlined and agreed upon prior to your purchase.

  Additionally, you made multiple in-person visits to inspect the unit before finalizing your decision.

  We show that these agreements and inspections were conducted in full transparency.

  Given the thorough review of this issue, we must reiterate that our position remains unchanged.

  We have fulfilled our obligations as per the agreed terms, and therefore, we will not be engaging further in this matter.

  I'd like to reiterate that your Merchant also agreed with our terms and decisions which is why they have refused your disputed claim as well.

  We regret that we could not reach a resolution that meets your expectations. Thank you for your understanding.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good morning My icebreaker with ice inside did no dispenser the ice and the technician from Mardles came on Jan 26,2024 in order to solve the problem and they charged me 485 dollars and told me that for sure the ice maker will be fixed.Did not work out and the technician came 4 times since January and the last one in March 5,2024 and realize that have to replace another part and want to charge me more 500 dollars.They do not honor the warranty.I did not agree and request the refund but they refused.They removed my old ice maker and in order to refund my money they want to remove ALL ice maker leaving my frigi with no ice maker.I did not agree because was not my fault.THEY DID NOT HONOR THE WARRANTY.They did a mistake or do not know to fix the Icemaker..So ,I have ice maker with no dispenser ,the original problem.Thank you *******

  Business response

  03/12/2024

  We deeply value the opportunity to address ********************** concerns regarding his recent engagement with our company's ice maker service.
  
  Upon receipt of ********************** initial service request, our technician promptly visited his residence to assess the reported issue with the ice maker. Following a thorough examination, it was determined that repairs were necessary. Subsequently, ****************** authorized the service at a quoted price of $485.28.
  
  While our primary aim is to achieve resolution during the initial visit, we acknowledge that certain complexities *** require multiple interventions for comprehensive resolution. In ********************** case, our technician made a total of five visits to his property, all at no additional charge, demonstrating our commitment to resolving the matter satisfactorily. Despite these diligent efforts, further diagnosis and parts replacement were deemed necessary, leading to the most recent visit on March 5, 2024.
  
  Regarding ********************** assertion that we failed to honor the warranty, we wish to provide clarification. Our warranty typically covers parts and labor associated with the original repair. However, it does not extend to unrelated issues or new problems that *** arise outside the original repair. The additional part replacement required in ********************** case was determined to be unrelated to the original repair.
  
  We empathize with ********************** frustration and hesitance towards additional repairs. However, it's important to note that the issues pertaining to the ice dispenser were not communicated during the initial diagnostic process. Furthermore, the original issue ****************** contacted us for (leaking icemaker) has been fully resolved. The absence of any mention of ice dispenser concerns in the customer's complaint documentation (Original Proposed / Executed Estimate) suggests that it was not part of the initially defined repair scope.
  
  It's important to clarify that our company has made significant efforts to resolve this situation by going above and beyond. We've provided additional parts totaling $837.62 as a gesture of goodwill. Please refer to the attached documentation for details.
  
  
  In an endeavor to accommodate ********************** concerns, we extended an offer to refund him upon retrieval of our associated parts. Despite the associated costs to our business, we remain steadfast in our commitment to prioritizing customer satisfaction. It's crucial to acknowledge that requesting a refund for a completed job based solely on unrelated additional problems is not feasible, as these are distinct occurrences. Regrettably, the customer has declined our offer and insisted on retaining our parts, in addition to a full refund. Our thorough documentation of the repair process, inclusive of the customer's consent to ********************** and general repair waiver, will be provided accordingly.
  
  We genuinely appreciate the opportunity to address customer feedback and uphold our unwavering standards of service excellence. Should further information or clarification be required, please do not hesitate to contact us directly.
  
  Thank you for your attention to this matter.

  Business response

  03/12/2024

  Supporting Document

  Business response

  03/12/2024

  Supporting Document

  Business response

  03/12/2024

  Supporting Document

  Business response

  03/12/2024

  Supporting Document

  Business response

  03/12/2024

  Supporting Document - PARTS USED

  Business response

  03/12/2024

  EXECUTED AGREEMENT 

  Customer response

  03/14/2024

   
  Complaint: 21397701
  
  I am rejecting this response because:

  Following a thorough examination, it was determined that repairs were necessary. Subsequently, ****************** authorized the service at a quoted price of $485.28.

  THE TECHNICIAN DID NOT SAY SUBSEQUENTLY.HE SAID THE REPAIR WOULD BE FINAL AND TGE ICEMAKER WOULD WORK.
  
  However, it does not extend to unrelated issues or new problems that *** arise outside the original repair. The additional part replacement required in ********************** case was determined to be unrelated to the original repair.

  THE ORIGINAL PROBLEM STILL ,DOES IT MEANS,THE ICE DID NOT CAME OUT AS THE FIRST TIME WE CALLED.

  The additional part replacement required in ********************** case was determined to be unrelated to the original repair.

  BOTTON LINE I STIIL HAVE THE SAME PROBLEM THAI I HAD WHEN I FIRST CALLED THEM.

  The absence of any mention of ice dispenser concerns in the customer's complaint documentation (Original Proposed / Executed Estimate)
  suggests that it was not part of the initially defined repair scope.
  
  ONCE AGAIN I CALLED THE COMPANY BY PHONE AND IVE EXPLAINED THAT I HAVE ICE BUT DID NOT CAME OUT.ALSO WHEN THE TECHNICIAN COME TO MY HOUSE I SHOW THE PROBLEM.

   

  an endeavor to accommodate ********************** concerns, we extended an offer to refund him upon retrieval of our associated parts. 

  I ACCEPTED THE REFUND SINCE THEY INSTALLED THE ORIGINAL PART THAT THEY REMOVED.

   

  WE STILL HAVE  THE ORIGINAL  PROBLEM.THEY SHOULD MADE THE RIGHT DIAGNOSTIC WHEN COME TO MY HOUSE AND THE MANAGER ***** AGREED THAT THE TECHNICIAN MADE A WRONG DIAGNOSTIC.

   

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

  Business response

  03/26/2024

  We've already summitted signatures, invoices and photographs all to support our claim. We also have the original transcript of our very first call where we offered the customer the opportunity to inspect all the components of her 

  appliance which she immediately refused and advised "I only want the icemaker to be fixed", Which in this case we did. 

  This customer has also fraudulently disputed all charges on set repairs and refused to returns parts she did not pay for. 

  We are actually in the process of filing a police report for theft against this customer. 

  Business response

  03/26/2024

  We've already summitted signatures, invoices and photographs all to support our claim. We also have the original transcript of our very first call where we offered the customer the opportunity to inspect all the components of her 
  
  appliance which she immediately refused and advised "I only want the icemaker to be fixed", Which in this case we did. 
  
  This customer has also fraudulently disputed all charges on set repairs and refused to returns parts she did not pay for. 
  
  We are actually in the process of filing a police report for theft against this customer. 

  Customer response

  04/04/2024

   
  Complaint: 21397701
  
  I am rejecting this response because

  The technician made the wrong diagnostic.They attempted three times without success. They changed two parts and did not work out. The ices did not come out,ORIGINAL PROBLEM.

  When I asked for my money back , they advised me that they no longer had my old part.

   

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

  Business response

  05/02/2024

  As we have previously indicated, our company has thoroughly justified all actions taken in this matter. Despite our efforts, it appears that the customer is unwilling to accept that there are no further steps to be taken. To further elaborate on our position, it is important to note that the customer has also disputed their payments with the merchants involved. These merchants have supported our stance and have denied the customer's claims to dispute the charges. Therefore, there is no additional action that our company can take. Unfortunately, this appears to be a case where the customer is not willing to accept accountability.

   

  Per all of our previous documentations. The customer has agreed, signed and authorized all work rendered. 

   

  Thank you. 

  
  

  Customer response

  05/11/2024

   
  Complaint: 21397701
  
  I am rejecting this response because:
  
  Good afternoon,
  
  I do not agree with the result of this dispute.
  They sent simple pictures attempting to explain what happened. This company came to my house 3 different times. They took the pieces from my fridge and discarded it and then were not able to fix it and did not REPLACE the pieces that they removed. They verbally agreed to return my payment for the service if they would not be able to fix this issue.  After the 3rd attempt of fixing the fridge, they REFUSED to return the money even though they did NOT complete the service. They explained that in order to return my money they would have to come remove the parts that they installed, but when I asked to put the old parts of my fridge back, they said they discarded them. This was 1 month of the technicians coming in and out of my house I WILL NOT be responsbile for this service, as they did not COMPLETE the service that they had promised AND they took the piece of the fridge, NEVER returned it, and I had to pay out of pocket for the piece, and then further fix the fridge with a different company for the total amount of $198.73, which fixed the fridge within 1 single day. 
  
  Thank you for your time,
  
  *******************************

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