Complaints

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  May 22,2023- I called Appliance Mart in search for a double wall oven for my business. Store Manager (************) assisted by phone. He was able to sell me an oven he had in stock for roughly $2700. It was a good match for the one I was replacing. It came with a 1 year manufacturer warranty. I was told it could be installed the following day for an additional $150. I agreed and he transferred my call to a lady who took my payment info over the phone. I called again and asked him to confirm a delivery time and he said morning time and that installers would call me. I ask if there was any paperwork I needed to sign, he commented No. The following Day, I called and spoke to Store Manager (**********) again to confirm install and I requested a receipt to be emailed. I also asked if I could purchase an extended warranty and he said I would have to contact the Manufacturer because it would be up to them since I was using in my business but I did have a one year manufacturer warranty. The oven arrived and was installed without an issue. I proceeded to use the oven and within a day I noticed the bottom oven was overcooking and burning my food. I called **** and he gave me the model number, serial number and the number to contact ******************** to fix. He specifically told me to request a specific repair man and to avoid using a particular company. Once I called, the were able to send repair man the following day. Once arrived they would not work on my oven because Im a commercial company. I call Store manager again, He said he told me I would not have a warranty but that is not true. After going back and fourth, he has refused to help me because I requested to speak to the store manager. He is making me wait an additional week to get in contact with her because she is out of town. He refused to give her my name and number to receive a call back and simply told me call on Monday. Bottom line, I purchased a defective oven and now refusing to honor warranty. More to story

  Business response

  06/10/2023

  ********************** called Appliance Mart and stated she needed an oven ASAP. She had cakes to bake for orders to fill and her oven was out. We did all we could to get the oven to her the next day.  There is not another appliance store in town that could get an oven to her that quick. 

  Appliance Mart sells appliances for residential use not commercial use.We have NEVER implied a residential unit could be used in a commercial kitchen. Residential use has a one year warranty. We explained this to the customer before she purchased the unit. We explained that if she did purchase the unit for commercial use, it is up to the manufacturer if the product has warranty.  Customer said she did not want a commercial unit, she said she wanted a unit she is familiar with. She decided to purchase the unit with this knowledge. We were very upfront with her about this. One year warranty. Warranty states this in ALL warranties with residential units. She told me she knew there was a commercial kitchen store in ************** but she wanted a residential unit not a commercial unit. She told me she knew she was buying a unit for residential use not commercial use,

  By the explanation of the problem she has, the unit might be able to be calibrated by the customer. I do not know this for sure because i am not a service technician.

  I'm sorry she is having problems but it was her choice to purchase this particular unit because she did not want a commercial unit she wanted a residential unit. 

   

  Customer response

  06/19/2023

  Complaint: 20123075
  
  I am rejecting this response because: I was not told the one year warranty would not apply. After the purchase was completed, the next day while waiting for the installers to arrive. I contacted **** and ask for a receipt and also ask if an extended warranty could be purchased. He then told me that that would be up to the manufacturer because I was a commercial business but I did have the 1 year. I did make contact with store owner, ****** a week or so ago and talked to her in regards to my issues. She listened to my complaint but only focused on her employees reputation. Stated what I said just didnt make sense because the Manager **** was an outstanding person/father/friend. We did make an arrangement to discuss this issue further adding **** into the conversation that day at 1pm. I was working that day so my time was limited, I did call at 12:49pm and she was not there and I was advised to call back at 1pm. Again, I called at 1:10pm (while at work) and they stated she was on the phone. I was asked if I wanted to call back again or have her call me. I told the man that I could not stop work again so if she could call me back quickly then or I wouldnt be available until after 2-2:30pm that day. I was going to try to wrap up early. ****** never returned my call at all not even the the following days. I dont have a lot of time to be chasing them. At the end of the day, the oven that arrived is not working properly. It may be a simple fix? I dont know but the customer service I received was unacceptable. At no point did ****** address the comments made by ****. She was not concerned about the oven being bought brand new and not working properly. I was not told about the one year warranty being voided until the service repair man arrived. I have no reason to lie about that. Yes, they got me the oven quickly but I could of purchased one anywhere. There were ovens in stock at major chains stores such as Best Buy. I choose to use a local business as am I. Im not sure of the outcome of this issue but it has caused me so much more stress. I was delivered an oven not in working condition bottom line, I was sold a working brand new unit (what I was told.) This is just bad business overall, sell defective items and then team up to cheat them out of their money. That is what it feels like. Again, I was treated unfairly by **** and ****** the owner although spoke to me in a nice manner already had her mind made up before talking to me. She made it clear to me that **** was a stand up guy. People make mistakes, this was a quick transaction that took place over the phone.
  
  Regards,
  
  ***********************************

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