Complaints

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased appliances on 3/7/22 They are illegally removing the manufacture model and serial number from the ******************** they are selling.They are selling them as new scratch and dent, and according to the manufacturer can only sell used or refurbished appliances without the serial numbers and the manufacturers warranty. They give you a 1 year third party warranty, which seems like it's over and above the manufacturer, and even have a sign on the counter stating that some parts may not be covered under the original manufacturers warranty. I spent over $2700 on appliances 18 months ago. The compressor went on the refrigerator, and would have been covered for 10 years under the factory warranty, but since they removed the numbers there is no manufactures warranty, and no one can service it. It cost e over **** dollars to replace it with a similar model from Lowes. I wnt a refund of the replacement $****

  Business response

  01/18/2024

  To whom it may concern,

  The above details presented against our company is not only false but also egregious. We are a formidable organization that currently carries over 140+ stores nation wide with an average 4.5+ star rating on ****** and other available platforms. Around the store is posted that we are a scratch and dent store and we do not offer a manufacturers warranty. That information was not hindered or hidden from the customer at any point. It is also present in every invoice, for every customer to see. In regards to the warranty; we offer a third party warranty that is used by big box brands such as ******. As an organization, we pride ourselves in customer service and customer outreach. The customer was offered different avenues to resolve this issue and none were deemed appropriate. Such avenues included; another refrigerator or a tech to come out and try to repair the issue. We also would invite you and the customer to go to our website where all of our disclosures are readily available and present. ****************

  A lawsuit has been presented at this time by the customer and we will allow our legal team to take it from here.

  Customer response

  01/23/2024

   
  Complaint: 21086462
  
  I am rejecting this response because: if you look at the federal, consumer protection act it clearly states that they can only remove the serial numbers and model numbers if they are selling it as secondhand or refurbished. Not new, scratch and dent. What theyre doing is illegal and there is no written information anywhere that it does not come with a manufactures warranty, in fact, they have a sign posted at the front desk which clearly implies the opposite. 
  
  Sincerely,
  
  *************************

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