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Complaint Details
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Initial Complaint
08/23/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
The owner has denied our return of a fridge that never worked.I probably received the worse service from any company that I have ever dealt with. I will never shop here again and I will never recommend anybody shops here.I went in to Dewhit appliance and purchased an Electrolux refrigeration in March of this year for a delivery date of June. 3 months of them holding my money. They said to call 6 weeks before to confirm the delivery date. I did and they confirmed everything was good. I called again a week before delivery and they confirmed everything was good. I called the day before and they confirmed everything was good. I called the day of and they said they didnt have it. At that point we had moved into a new house with 4 kids and had no fridge. We asked them if they could sell us a garage fridge so that we at least had something as they assured us the Electrolux would come in soon. We took the delivery of the garage fridge and waited for the house Electrolux fridge. We were told by our salesman (****) that we wouldnt have to pay delivery on the garage fridge. When the delivery company showed up they demanded $170 in cash or check(luckily later returned). In the weeks following our salesman kept telling us it was coming soon and acting like we were annoying him that we kept checking on a fridge we had purchased 4 months earlier. While dealing with all of this the garage fridge that we purchased isnt working. We have melted ice cream and spoiled food. Tired of dealing with Dewhitt we decided to cancel our original fridge order and ask about returning the garage fridge that doesnt work. They told us we needed to get it serviced. Service is 1 month out. We now have had a non working fridge for over a month and have to wait another month for a repair. They wont take the return though.
Business response
08/24/2022
This customer received a written warranty with their purchase. And nowhere in the written warranty does it state you get a refund if the appliance malfunctions. The warranty states it will be repaired.
I have been in extensive communication with this customer and it's very curious as to why they want a refund and not an exchange?
We scheduled service for them and they could not make the appointment. They refuse to have manufacturer service check out the appliance they purchased.
In the rare event an appliance does not work when it's delivered, we will promptly provide an exchange. That means another same model which is new-in-the-box.
Otherwise, there is a manufacturer's warranty for 1 year. This customer refuses to work with the written warranty and schedule service. If there was truly a malfunction with the refrigerator they purchased and it could not be repaired, then it would be promptly replaced by DeWhitt and the manufacturer.
This customer continues to badger us by leaving multiple reviews on-line and sending me multiple emails while at the same time refusing service on their refrigerator.
Customer response
08/24/2022
When purchasing a new item from a vendor I expect that product to come working and for that company to stand behind the product they sell. When that product comes defect from the vendor I do not expect them to hide behind the manufactures warranty.
Under ************ law ORS ******* there is an implied warranty that the product will be working when received and for a reasonable amount of time.
Service was scheduled on this product. The next available service date was 1 month out. I do not find this reasonable or acceptable.
Complaint: 17758585
I am rejecting this response because:
Sincerely,
***********************Initial Complaint
03/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a washer and dryer from Dewhitt Appliances. The dryer never worked correctly in the first place. It takes 3-5 times for my clothing, towels to dry. I went back to Dewhitt, and they said to pull the dryer, from the wall and vacuum out the vent, and I did that, and nothing changed. I waited awhile because of the pandemic and went back to Dewhitt they gave me a number to call since I did not purchase a warranty for my washer and dryer set. I called the number and it was the number to GE and all they said was we have not had any problems with that model. I go back to Dewhitt, and pretty much they said I am on my own and call a repair company. If I am a frequent flyer and always purchase my appliances from Dewhitt, have not had a problem until now I think they should send someone out my house and have it serviced. This is very disturbing to me, and me and ***** the owner been communicating and he has a bad attitude, and pretty much called me stupid. He is not customer friendly. I hope that this gets out to people to be **** of purchasing products from Dewhitt Appliances. It is sad to have to end my relationship that I built with this company but all good things must come to an end!!. I hope there will be some type of resolution so we can both be happy.Business response
03/07/2022
This customer purchased a washer and dryer almost 2 years ago and is well out of the manufacturer's warranty. They declined to purchase an extended warranty. But now they want it repaired like they DID purchase a warranty. Huh??
We offered assistance by trouble shooting possible house electrical and/or venting issues and then offering to recommend a service technician that could fix it. The problem she's having with the dryer is indicative of house wiring and/or house venting problems.
This customer is not being reasonable by insisting we repair the dryer after almost a year beyond expiration of manufacturer's warranty. After not getting her way with us this customer threatened us by leaving Nast reviews.
We recommend this customer contacts a local independent appliance service tech. Or have her electricity and venting checked by a qualified contractor.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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