Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a washer from **************** that broke down at 2 years of use. This was a $1500 machine that should have lasted for years. When I called to get it serviced, they did not send anyone and said it would be over a month out to get service there. I can't go a month without doing laundry. The machine is under warranty, I took the machine back to the store and they refused to help me or make it right.

  Business response

  01/14/2025

  We are sorry for the issue you are having with the Speed Queen clothes washer. The washer has a 5 year manufactures warranty. If you are looking for an exchange this will have to be done with the manufacture not ****** Appliance. The washer was picked up from us on 06-12-2022 and the warranty is good through 06-12-2027. The repair is being done through another service company not us, so at this time ****** Appliance will not be able to intervene with the repair. 

   

  Thank you

  Customer response

  01/14/2025

   
  Complaint: 22807258
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

  Fred's Appliance is not only a dealer for Speed Queen, but also listed as a service provider for ***********. When I brought my broken machine back to your store where I bought it. You not only refused to take the machine back for an exchange, you also refused to even schedule a service appointment.

  Take ownership of the products you sell and services you should be providing. 

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought new appliances in November of 2023. We have had constant issues with our GE washing machine. In the 12 months we have had it, it has been broken on 4 different occasions with long wait times to get it fixed. We have only used it less than 8 months out of the past 12 months. It takes 6 weeks to even get a repairman from Freds to look at it and then we dont hear back from them for another month. The service department in ******* has had terrible customer service, they have been rude and unresponsive. **** and ****** at the Kennewick store have tried to help a lot, but the company refuses to replace the washer, even though its been under the manufactures warranty all 4 times it has needed service. Its now been over 2 weeks since the last serviceman was here to access the washer and we have yet to hear back. We got a lemon with this washer. A GE washer shouldnt have to be repaired as much as it has. I want it replaced.

  Business response

  01/06/2025

  ** has authorized the exchange. 

  Customer response

  01/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  11/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ***** dishwasher from Freds on February 12, 2024. In September of 2024 my new dishwasher malfunctioned with several error codes. The dishwasher does not clean the dishes. I purchased an extended warranty through Freds. I called them in early October. They initially set up a service appointment but suggested I contact ***** directly to see if I could get an earlier appointment. I called Bosch and they referred me to ABC appliance. It took them a month to come out and look. The technician said the computer was bad. After another month the tech installed the new computer which was not the problem. He said the dishwasher needed 2 other parts and told me he doubted that would fix it. It is now November and the Appliance repair has told me that the parts are on back order and they have no idea when they will get them. I want ***** to replace my new dishwasher. After 3 calls to ***** they refuse to replace dishwasher stating they need a diagnosis. I advised them that the repair company doesnt have one. This is totally unacceptable and I feel that Freds must now step in to get this dishwasher replaced. No one should have to go months without a resolution.

  Business response

  12/06/2024

  The manufacture has approved an exchange. We will be in contact with the customer. 

  Thank you

  Customer response

  12/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I find the resolution to be acceptable as long as the replacement does not include any installation fees and that it will not negatively affect my 5 year extended warranty with the original dishwasher.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a high-end appliance from ****** appliance. After installation, it quit working 2 months later. I contacted ******, they sent out a tech to get the "code" (which apparently identifies the problem and the parts needed). Never heard a word from them. Called them and they said "oh yea, we have your part in". Sent a tech out again. Wrong parts! Ordered different parts. Did not hear back from them. Called them again and they said "oh yea, we have your parts. Tech came out again, appliance still doesn't work!!! Called AGAIN, they are "trying to figure out what to do". ******** customer service. My appliance has not been working for 4 months now and I am still waiting on a resolution.

  Business response

  10/18/2024

  I would like to find a solution to the issue but the first and last name or phone number does not come up in our system. If I could get an address would really help us.

   

  thanks

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ****** is a dishonest business and needs training in customer service skills. After 9 months of dealing with a $3,928 icemaker that didn't function properly, they FINALLY agreed to pick it up and refund my $3,928. The machine was ready for pickup on 8/28 (see email) but wasn't picked up until 9/5 (see email). ****** said it would take 7-10 days for the refund. Today is day 25 and they will not respond to emails sent on 9/7, 9/13 and 9/20 (see attachments) inquiring about the overdue refund. Can you help get them to step up their uncooperative customer service skills and issue our tardy refund?

  Business response

  09/30/2024

  The refund check was mailed on 9/20/24. 

  Customer response

  09/30/2024

   
  Complaint: 22358028
  
  I am rejecting this response because if the check was actually mailed on 9/20, it wouldve already arrived. Freds and its representatives never tell the truth so Ill believe them when the check actually arrives. Dont you think they could have just replied to my emails asking for status instead of asking ignoring our emails?  Terrible business practices with low customer service abilities. ********************** never ever just does the right thing - they are unscrupulous!
  
  Sincerely,
  
  ****** *******

  Customer response

  10/07/2024

  I finally received the refund check from Freds. As expected, they did not mail it on September 20 as indicated. Instead, it was mailed September 23 to the wrong address, causing it to take extra time to make it to my mailbox.  Never trust Freds or their representatives. Unscrupulous business practices!
  
  See attached photo confirming the check was mailed 9/23 to the wrong address.
  

  
  

• Initial Complaint

  08/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a Beko dishwasher from Freds Appliance 8/5/2022. It had a 3 year warranty. The dishwasher stopped working properly so I called for a service call to repair it. The service man came 7/02/2024 and had to order parts for it a pump and mother board. I made calls every week waiting for parts the pump came in but the motherboard was back ordered with no time frame of when theyd recieve the part in. I waited a month for the part. I went into the store and still couldnt find an answer when theyd be able to repair it. I ended up purchasing a new ****** from ********** which was delivered and installed today 8/13/2024. Freds never offered to replace the unit during this whole ordeal. Being that the warranty is still valid I would like Freds to give me a refund to offset the cost of replacing the appliance. I spent $641.31 for the dishwasher and an additional $331.54 for its installation.

  Business response

  08/20/2024

  We are very sorry for your frustration. We hope you understand this is a manufacture issue under there warranty. The manufacture would need to provide you a replacement unit or a refund if they can't supply the part for the repair. This would all need to be handled between the customer and Beko.  ****'s Appliance cannot refund you on the difference since it's a manufacture warranty, not a ****** Appliance warranty. 

   

  Thank you

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a set of new Viking Appliances and upon install the door on the refrigerator didnt close properly. Freds has been to my house 8 times and the door is still not closing and sealing properly. The ice machine has never worked. I called Viking and they sent a tech to inspect and he believes the unit was dropped. Freds delivered the refrigerator. Freds has not been able to adequately repair the unit after nearly 2 years of trying and is not offering any solutions.

  Business response

  08/12/2024

  The issue has been resolved with the manufacture. They will be exchanging the unit. The customer will be contacted with the details. 

  Thank you

  Customer response

  08/13/2024

   
  Complaint: 22116283
  
  I am rejecting this response because I have not yet been contacted by the manufacturer or the dealer.  If they follow up and replace the broken refrigerator then I will happy accept the response.  Thank you for your help. 
  
  Sincerely,
  
  *****************************

  Business response

  08/21/2024

  The exchange is approved by the manufacture. The situation is being resolved. 

  Thank you

  Customer response

  08/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased our washer 9/1/2022. The washer was delivered in either December of 2022 or January of 2023. The washer immediately was shaking to the point of the appliance walking across the floor. They came out, twice to adjust, no resolution. We called a different appliance store and they came out and fixed the problem as the washer was still under the 1 year warranty. We paid $1,769.59 for the washer, part needed for installation and the 5 year protection. Our washer started violently shaking in April 2024. The service techs have been out 4 or 5 times without resolution. A senior tech was supposed to be come to our house today and he did not show. I called the service department and they did not show an appointment on there books. One tech ordered suspension rods but they were not installed because we were told our washer was too new to need the rods. *** called the service department numerous times and asked for a manager to call. No calls has ever been received. I would like the business to have a senior tech come out to my home or a new washer that should be covered under the 5 year protection plan since they dont seem to be able to fix the problem.

  Business response

  07/25/2024

  We will be reaching out to the customer for a replacement washer. It will need to be ordered and we will making the exchange as soon as it arrives. 

   

  Thank you

  Customer response

  07/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered a ****** French Door refrigerator from **** at ****'s Appliance in March. **** was going on vacation so he was going to have another rep call us to schedule the install while he was out. We didn't hear anything from the them until **** came back from vacation in April. Install was then scheduled for 4/9. Upon install, the water lines were not working and the door alarm would not stop beeping. Installers said that they could not do anything else and we had to call **** for service. Spoke to **** and he scheduled Service member to call us to schedule an appointment. Spoke to Service on 4/10 who then scheduled a Tech to arrive on 4/11. Tech arrived late afternoon on 4/11 only to tell us that the control board on the fridge was not working and he would have to order this and also order a new Air Filter cover as this was broken during install. Tech told us to call **** as we purchased the ****'s Appliance Warranty which should cover a replacement as this New Fridge arrived broken. Asked the Tech what they would do if they replace this unit with a new unit and he told us that they would take it back, fix it, and sell it as a refurbished model. Spoke to **** about options only to be told that we have to wait for them to get the parts in a few weeks and then they would call to schedule another tech to come and try to fix it. So now we sit with a Brand new Fridge that does not work, has to be refurbished, with a warranty that does not do what was promised by the sales representative.

  Business response

  04/15/2024

  We are more than happy to get you a new refrigerator. This should have happened after the tech arrived and we had to order a control board. 

  Customer response

  04/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  First of all i buy all my appliances from Freds and have never had an issue tell recently. My fridge we purchased from Freds quit working and we called them to get it fixed and see if we had the warranty still. I talked w the gal she said yes its cover tell 2025 so they sent a service man diagnosed it had to order parts to fix it. A few days later someone called and said we didnt have a warranty and we would have to pay $223 for the service call they sent up because We was told it was under warranty. There was no communication about not having a warranty. Had we of known that we would have just bought a new fridge. This was a mistake on there part and did t realize it tell days later. I feel I should not have to pay the service charge for there mistake. No one ever said anything about having to pay this bill until they discovered it wasnt under warranty. I will not pay for there error and mistake. They keep saying a manager will call and nobodys called or even tried to make it right. I didnt make the mistake they shouldnt have sent someone to fix it w out a warranty as they thought it was warrantied to, then want me to pay for it is not right.

  Business response

  03/12/2024

  We have corrected the bill to zero. 

   

  Thanks

  Customer response

  03/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩