Complaints

This profile includes complaints for Appliance Direct, Inc. (All Store Locations)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Appliance Direct, Inc. (All Store Locations) has 10 locations, listed below.

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  Appliance Direct, Inc. (All Store Locations)

  397 N Babcock St Melbourne, FL 32935-6718

  
• 

  Appliance Direct, Inc. (All Store Locations)

  17438 E Colonial Dr., Suite 112 Orlando, FL 32820

  
• 

  Appliance Direct, Inc. (All Store Locations)

  1532 S. Nova Rd. Daytona Beach, FL 32114

  
• 

  Appliance Direct, Inc. (All Store Locations)

  924 W State Road 436 Suite 1800 Altamonte Springs, FL 32714-2935

  
• 

  Appliance Direct, Inc. (All Store Locations)

  7777 N Wickham Rd Ste 1B Melbourne, FL 32940-7978

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date 05/10/2025 paid $2628.40 for Kitchenaid refrigerator the ice maker did not work they sent out a repair man to fix it, he was unable because it needed a new control panel which would take 1-2 weeks to get I called to get an exchange but they refused it has now been 5 weeks and they still refuse to exchange the product and they dont know when they can get the part to fix it I have asked for my money back but they have refused I have filed a complaint with Whirlpool who own ********** to no avail

  Business Response

  Date: 06/18/2025

  Appliance Direct sincerely apologizes for the inconvenience Ms. ******** experienced with her KitchenAid refrigerator purchase. After learning that Whirlpool and their authorized servicer were unable to obtain the necessary control panel to complete the repair in a timely manner, Appliance Direct intervened to assist the customer *************************
  To resolve the issue, we offered a replacement unit to Ms. ********* We are currently working to recover the associated cost from Whirlpool.
  We understand the frustration this situation caused and regret any inconvenience it may have brought to Ms. *********

  
  Thank you,
  ***

  Customer Answer

  Date: 06/19/2025

   
  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.

  Consumer

  Most Recent Message

  Date Sent: 6/18/2025 7:08:26 PM
  

  I appreciate the response from Appliance Direct.  The problem should be resolved tomorrow upon delivery and swap out of said refrigerator.

  I wish it hadnt taken so long as Id registered my complaint within 48 hours of receipt and its taken 6 weeks to resolve. I can imagine that by BBB getting involved its helped with resolve. Thank you. 

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

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction Date: April 26, 2025 Amount Paid: $1,689.97 On April 26, 2025, I purchased a KitchenAid refrigerator from Appliance Direct in ********, *******. Upon installation at home that same day, the refrigerator failed to cool properly despite being plugged in for hours. The unit also began leaking water due to condensation issues and had visible scratches on the plastic door panels, indicating this supposedly "new" appliance has been used before purchasing.I immediately contacted the store on April 26 to report these issues. A store employee scheduled a warranty repair for May 1, 2025. After further consideration, I called on April 30 to cancel the repair and request a return/refund instead, well within what should be a standard 30-day return period for a defective appliance.The store employee denied my refund request, claiming that because they had already contacted Whirlpool warranty service, I could no longer return the item. When I escalated my concerns, the owner was adamant that he would not provide a refund, despite:1) The repair had not yet occurred 2) The refrigerator was non-functional from delivery 3) There was no written policy provided stating returns are prohibited after warranty service is scheduled.

  Business Response

  Date: 05/15/2025

  Refund was completed on 5/10/2025.

  Customer Answer

  Date: 05/16/2025

   
  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.

  I also want to express my sincere appreciation for Appliance Direct in ********, *******. Despite initial issues with a ********** refrigerator I purchased on April 26, 2025, their customer ********************** team handled my concerns with professionalism and respect. When I reported problems with the unit, they were responsive, accommodating, and ultimately provided a full refund. Their willingness to make things right demonstrates their commitment to customer satisfaction. The staff was courteous throughout the entire process, and the matter was resolved smoothly. I appreciate how they valued me as a customer and would recommend ********************************************* to others based on how they handled this situation. Thank you for your excellent customer **********************.
  
  Sincerely,
  ******** ******

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a whirlpool range last February. After about 8 months the oven stopped maintaining the temperature as well as the clock was not keeping time. Appliance direct sent out technicians three times they could not find anything wrong however the oven was still not maintaining temperature for long periods of time and I could not use it for baking. Because appliance direct took so long in responding to me and helping to resolve this the range is now out of warranty. Appliance direct is now telling me there's nothing more they can do and I have to call Whirlpool directly however Whirlpool is not going to do anything because it's out of warranty now. I believe that this should be included in the lemon Law because they tried three times and they said there was nothing wrong with it but yet it's still not maintaining temperature and they won't help me to resolve this issue

  Business Response

  Date: 04/04/2025

  The consumers concerns appear to be with their warranty service provider, not with Appliance Direct. As a courtesy, we have made multiple efforts to assist by coordinating with the service provider, including arranging four separate service visits. In each instance, the technician reported that the stove is functioning as designed.
  If the consumer continues to believe the appliance is not operating properly, the next step would be for Whirlpool to evaluate and confirm any potential issue. Further action would require their determination and authorization. Thank You

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23099450
  
  I am rejecting this response because:

  Appliance Direct response is not accurate. *****, the store manager, assured me that if the oven was not working after 3 attempts at service that he would give me a credit. I had many conversations with him about this as well as everything was taking so long and I knew that by the time anything was resolved the warranty would have been out of compliance. Now the warranty has expired and Whirlpool is not going to deal with me. So this goes back to appliance Direct keeping with their word and making this right
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/15/2025

  The customer was informed that ********* would provide one final service visit at no charge. Prior to this, Whirlpool had already conducted four service visits and, in each instance, found no defect with the stove.
  During the most recent visit, the technician again determined that the appliance is functioning as designed. Based on Whirlpools assessment and confirmation that the unit is operating properly, a replacement is not warranted.
  We understand the customers concerns, but as the manufacturer has verified the product is performing within specifications, no further action will be taken at this time.

   

  Thanks,
  ***

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23099450
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 4/17/2025 11:22:11 AM
  Appliance Direct did not change their response. ********* will not honor the warranty because it is now out of warranty because appliance Direct did not take care of things in a timely fashion. I previously mentioned in my original complaint that ***** the manager verbally informed me that if the oven was not fixed he would give me a store credit or replace the oven. Now he's saying that they did everything they could and they're no longer going to be involved. This is unacceptable

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

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Maytag washing machine on 1/31/2025 from ************************************************************** and has never worked since delivery. ****** ********* is the sales person; ****** from RR Appliance Services came to my home this morning and performed an inspection of the unit; he found many error codes and confirmed the machine is inoperable due to hardware failure. My family and I have not been able to wash any clothes and this has been an inconvenience.Maytag Model #:MVW7230HW White - Smart Capable Top Load Washer with *********** Button - 5.2 cu ft. Total Price Paid:$685.77 I formally request the immediate retrieval of this machine and a full refund, as the unit has been inoperable since its delivery. Your return policy operates under the presumption that a functioning unit is provided at the time of delivery; however, this was not the case. The washing machine was defective upon arrival, exhibiting a hardware failure that rendered it unusable.

  Business Response

  Date: 02/27/2025

  We were able to work with Mr. ********* on a replacement machine that has resolved the issue.
  
  
  Thanks,
  ***

• Initial Complaint

  Date:02/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan. 1, 2025, I ordered online a Whirlpool 21 cu. ft. refrigerator to be delivered, installed, and haul away the old refrigerator plus a four-year service contract. It was delivered shortly thereafter. I don't remember the exact day. Shortly after the servicemen left, I noticed the doors weren't closing properly. The hinges weren't tightened enough and the doors slipped cracking the plastic trim. I called the store immediately and the clerk/manager(?) said that he'd send them back. I called the following Monday plus a subsequent day. Each time whoever answered said that they would send someone out to fix it. It's now Feb. 8 and no one has come. My refrigerator is still broken because of their incompetence.

  Business Response

  Date: 02/21/2025

  We have tried several times by telephone and email provided by Mr. ******* in his complaint to reach him and have received no responses or replies.  We are happy to try and work through Mr. ********* issues to find a satisfactory solution and are hoping he will communicate back to us so we can resolve this.

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 18, 2025 ***** and I purchased a supposedly 'new' Maytag top load washer from *** ******* ********* of Appliance Direct, **************, **. We arrived with it at home and set up to use right away and discovered that it's defective and not working. We called and spoke to *******; he said there's nothing he can do and to arrange with warranty repair Flamingo Appliance. We did so even though we just wanted to return it but he wouldn't accept that. Today 1/29/25 Flamingo is a no show with NO notice. ******* again is totally NO help says all is out of his hands. He promised to escalate as well as register for warranty but obviously failed at both. We tried to contact Flamingo to no avail as the phone message says to text only and no calls accepted. Our many texts were not responded to. But after much time consumed ***** did a 'reverse phone check' and discovered another phone number and was finally able to speak to Flamingo *** who claims to set another date for repair of 2/6/25 because repair tech was unavailable today. Promised to contact us beforehand which did not happen previously as promised. At this frustrated time, we would appreciate a total refund and avoid further stress from this all. Appreciate all you can do to help us in this very stressful situation please. Thank you, **** ******** and ***** ******

  Business Response

  Date: 01/31/2025

  In light of the failures of the warranty servicer, Appliance Direct will provide the consumer with an exchange so that they get a properly functioning machine in a timely manner.
  Thanks,
  ***

  Customer Answer

  Date: 01/31/2025

   
  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

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new ******* bespoke refrigerator with warranty. I paid ******* plus washer and dryer from appliance direct in *********. The refrigerator was fine until 5 months later it broke. We put in a claim with the warranty company and they sent out a service company. They said they had to order a part they would be back. I was told after two weeks the part was delayed. A month later appliance direct called and said we needed to get a new refrigerator as the one I have cannot be fixed. My went in right away and was told there was only 1100 and anything more I would need to pay. The manager said take it up with the warranty company. He talked me into the smaller refrigerator not even comparable to what I have. It was delivered and when it arrived it was not the one I picked out. I called the manager immediately and was told he was out for the weekend. They never called me back. We wanted to send it back right away. No one reached out. This refrigerator does not work. Doors are not sealed, doors were obviously altered with rubber and silicone. This is a scam. They were paid 2200. They reported to warranty company we only paid 1300 which is false. On top of that appliance direct received ******* for our replacement for a refrigerator worth no more than 400. We have been with a working refrigerator - freezer for months.

  Business Response

  Date: 01/07/2025

  We have worked with Mr. ***** and have agreed to provide a full refund for the original refrigerator he purchased. He will return the replacement refrigerator in order to receive the refund for his original purchase. Thank You!

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 4 of 2024 I purchased several appliances from this business . The order # is ****** . I paid for them that day and have the detailed invoice . The salespersons name was ***** ***** and the business phone # is321 ******** . One of the items was a dishwasher and I have the invoice . I was charged for installation of the dishwasher $135.00 and also a connector kit $32.11 . Both of those amounts are on the bill as well .The salespersons name was personal set up install and delivery for all appliances for Sept 11 . The dishwasher sprung a huge leak and I had to have plumbing repairs done Nov 20 because my kitchen flooded . The repair cost $527.68 . Which I paid to *********** and plumbing . The plumber wrote the job up and states on the bill that the problem was caused because the dishwasher pipe was completely shredded due to over tightening of the pipes by the dishwasher installer . When I call the store the man there says they have nothing to do with the installers and cannot help me . Ive called there 3 times and he just yells at me and now doesnt answer the phone. He gave e a # to call to reach their contractor hotline I have called it repeatedly and no one calls me back . The contractor # they gave me is ************ . Im trying to recover the $527.68 that I had to pay the plumbing company to repair what their contractor did.

  Business Response

  Date: 12/13/2024

  This delivery/installation was executed by a third-party contractor and not Appliance Direct.  We communicated with that company, ********************* and spoke to its owner ******* ******.  Mr. ****** indicated that he is personally working with the ******** to resolve this issue.  Appliance Direct will continue to follow up with Aim High to ensure this customer is satisfied. Thank You
  

• Initial Complaint

  Date:10/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Product never has worked

  Business Response

  Date: 10/30/2024

  Solution: We replaced the customers fridge with a brand new unit.

  Thank You,
  Appliance Direct

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 3 appliance package at Appliance direct Kissimmee on 6/25 and scheduled delivery for 6/29. I was called 6/28 and told my range wasn't on the truck from the warehouse. We rescheduled delivery for 7/4. I was called 7/1 and told range still was unavailable. Manager (****************) was not helpful and didn't offer any options. I asked for a different range that was in stock and kept my appointment for 7/4 delivery and installation. I received a phone call from the delivery company at 830 am. Upon arrival I inspected the appliances and there was a small dent on the refrigerator door. The installers explained that they showed ***** the damage and were told to bring the refrigerator with damage. I called ***** immediately and was meet with anger and aggression. He told me that he can take all the appliances back and refund my purchase. I explained that is not an option since my appliances were on the delivery truck and my food is in coolers. I gave options such as fix it repair replace it and ***** was not helpful. He then offered to get a new door and I would have to come pick it up and install it. I agreed and he was to order a new door, it was supposed to be available 7/8. ***** called me 7/6 that he has a door and his installers can come out today. I agreed. He called at 3pm to let me know his installers are on the way. My niece met the installer and was shown a door that had a larger dent than the first. The installer again brought the damage to ******* attention before he left the store. I called ***** again and was met with more anger and aggression. He told me that my only options are the 2 doors. Then I asked if these phone conversations were being recorded and he laughed and informed me no they are not. He then said I signed and excepted the appliances so he will not give any refunds or exchanges and I am harassing him, he will not accept any more calls and hung up. I have tried to contact AD corporate number with no response. PLEASE HELP

  Business Response

  Date: 07/09/2024

  We were able to contact ****************** and will be exchanging his appliance free of charge. Thank You!