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)

  125 Precision Way Titusville, FL 32780-8137

  
• 

  Appliance Direct, Inc. (All Store Locations)

  1153 Malabar Rd NE Unit 8-10 Palm Bay, FL 32907-3264

  
• 

  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

  

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:12/29/2022

  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.

  On 07/31/22 I purchased a washer from appliance direct located at ******************************************************************- Whirpool model MTW5105HW white 4.7 cu. During the purchased my sales representative ********************* offered the extended guarantee of 60 months at the cost of $******, well I have been trying to get service done since the end of November all i have been getting is the run around, the guaranteed service company has done nothing but being rude, hanging up on my wife, transferrin to the store claiming the guarantee was not there. we are caregivers for my mom, and we need a fully functional machine. I am disgusted with the service on both ends and fee they robbed us of ****** and now all we get is excuses from both ends, I decided not to pursue any more calls and report them, a brand-new machine is not working properly, and I can't stop using it because of my mom so i do what I can to avoid living a pesty home. We work just like anyone else for our money and it's not like we have ****** laying around to replaced them machine as a matter of fact we are still paying it . Attached the invoice where it shows we paid the Extended warranty service good for 60 months.

  Business Response

  Date: 01/19/2023

  This has been sent to the warranty company and they will send service to the customer. Thank You!
  

• Initial Complaint

  Date:12/23/2022

  Type:Customer Service 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 Nov. 1, 2022 a Whirlpool refrigerator, color black, model number, WRT311F2DB was delivered to my home at **********************************************************************. However, neither my ice maker kit, model number, W11517113 or the ice maker hose line, model number RO3232 was included with the delivery of my refrigerator. I have been told several times by the Salesman *************************** and *************, Store Manager, as recently as today (Dec. 23, 2022) that I will have to wait until Appliance Direct receives the ice maker. I mention to both of them that ********** has the ice makers in stock for $99.00 and that they should simply go to **********, pick up the ice maker and install it so that they have a happy customer. I also, I spoke with a gentleman by the name of ****, located at the *********, ** location and while I was thanking him for his time and assistance, he hung up the telephone. My bottom line is that I want an Ice maker installed immediately.Respectfully,Ms. *********************

  Business Response

  Date: 01/05/2023

  The only fix for this is time.
  We have spoken to *************** on several occasions. We have let her know that as soon as we receive the item from the manufacturer that we will have it delivered and installed. She does not want to wait and has asked us to go to another retailer and purchase the item and install it.
  Unfortunately we would not be able to that. We would not be able to warranty an item from another retailer.
  We have offered *************** a refund for the items and explained to her that she can then go to the other retailer and purchase said items and have them installed.
  *************** has declined this option as well.
  When *************** purchased the refrigerator ,ice maker and water line, the items were not in stock and she was told that they were on back order. She needed the refrigerator immediately and said she could wait for the Icemaker.
  

  Customer Answer

  Date: 01/06/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  When I placed my order on 10/31/22 my original invoice clearly stated that I had ordered, refrigerator, Ice maker kit with ice maker hose to be delivered on 11/1/22. It was only after I called Appliance Direct to inquire about my missing icemaker kit and ice maker hose, I was then informed that my ice maker kit and ice maker hose was backordered, and a second receipt was created by Appliance Direct, stating that I should receive my ice maker kit and ice make hose no later than 11/23/22. At that point I let the Salesman (**************) know I was unhappy, and his solution was not acceptable. Also, I contact the local ********** and Whirlpool and both ********** and Whirlpool have the appropriate Whirlpool ice maker kit and ice maker hose available, and I suggested that Appliance Direct order the appropriate ice maker kit and ice maker hose from either ********** or Whirlpool.
  See Attachment/File: 2022-10-31_ljames 3

  Customer Answer

  Date: 01/07/2023

  ***Document Attached***
  
  See Attachment/File: 2022-10-31_ljames 4.pdf

  Business Response

  Date: 01/18/2023

  Please standby of previous statement. Wait for it to come in or come get a refund so you can buy it at *********** Thanks

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18803891
  
  I am rejecting this response because: I ordered and paid for a Whirlpool refrigerator with an icemaker on Oct. 31, 2022 to be delivered on Nov. 1, 2022. Appliance Direct, did not deliver on Nov. 01, 2022 what I paid for and created (changed) an invoice without my knowledge or approval on Nov. 2, 2023 with a comment that the icemaker would be delivered by Nov. 23, 2022 and as of today Jan. 20, 2023, I still don't have a refrigerator with an icemaker. Therefore, a satisfactory resolution will be for Appliance Direct to locate an icemaker kit and required hose attachment (from either ********** or Whirlpool) and install the icemaker or Appliance Direct can refund my payment in the amount of $930.89 and pick up the Whirlpool refrigerator without an icemaker they delivered on Nov. 1, 2022.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/10/2022

  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.

  On 12/03/2022 I purchased a washing machine from appliance direct in ********. I brought the unit home and installed it. I then proceeded to wash a load of clothes. The washing machine made a terrible buzzing noise throughout the entire cycle. from beginning to end. I called appliance direct and spoke to the sales person ( ************ ) and he stated that the unit should only produce the buzzing noise during the fill cycle as it was sensing the load and then stop. I proceeded to have him listen to the to the buzzing noise. He set up a warranty claim. The tech arrived to fix the unit and was informed by him that this unit will produce this noise as it turns off and on while washing. This is very loud and can be heard throughout the house and is very annoying. I called appliance direct back and was told that I can not return the unit as it was used. I have and tried to upload video but the site will not accept. Total of sale was $ ******

  Business Response

  Date: 12/22/2022

  Good morning,
  
  I have called ******************** 2 times and left messages for him to call me back. When he calls back, I will swap the washer.
  
  Thanks
  *****************

• Initial Complaint

  Date:12/01/2022

  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.

  PURCHASED A ************** ON 11/21/22. NEXT DAY DELIVERY WAS PROMISED. WHEN THEY ARRIVED THE NEXT DAY, THEY TOOK OUT MY OLD **************. THEY COULD NOT INSTALL A WASHER DUE TO THE **** THAT THE *** DID NOT CLOSE RIGHT. THEY BROUGHT IN THE ***** AND IT WAS SECOND HAND/USED ***** AND MADE NOISE. THEY TOOK THAT OUT AND MADE DELIVERY OF A NEW ************** THE NEXT DAY. APPARENTLY THAT NIGHT (BEFORE THE NEW ************** WAS INSTALLED)THE COLD WATER FOR THE WASHER WAS NOT TURNED COMPLETELY OFF AND I GOT A FLOOD AND THE PANELING HAS BEEN WARPED. I HAVE CALLED SEVERAL TIMES AND HAVE WAITED SEVERAL DAYS FOR *************************** OF AIM HIGH TO CALL ME ABOUT THIS. TO DATE I HAVE NOT HEARD FROM HIM AND I HAVE NOT BEEN ABLE TO GET THRU TO THE STORE TO TALK TO **** THE **************** THE **** BEHIND THE WASHER NEEDS TO BE REPLACED AND I NEVER HAD A LEAK THERE BEFORE THEY REMOVED THE OLD WASHER AND NO LEAK AFTER THE NEW WASHER WAS CONNECTED. I STAYED HOME FOR SEVERAL DAYS AND DID NOT HEAR BACK FROM ANYONE. I HOPE I DO NOT GET TERMITES OR MOLD. I AM NOT ABLE TO UPLOAD ANY FORMS

  Business Response

  Date: 12/19/2022

  ************* did purchase a new, in the box, Maytag washer and dryer on 11/21/22. Aim High Transfer delivered the unit on 11/22/22. Upon delivery the crew noticed that the washer lid switch was not activating, and that the dryer was making a louder than normal sound. It was decided to bring the units back and re-deliver another set the next day. ************** contacted me on 11/23 and advised me that there was water on her floor from the washer hoses. Even though the valve was in the off position, the faulty valve was allowing water to seep out. ************* advised that she put towels down and the problem should be OK. I apologized for her incident and explained that if was a faulty valve that no one would have known. The 2nd set of units were delivered later that day 11/23 and there was no mention of the problem to the delivery team as well and the customer signed off on the delivery. We use a digital phone service (8X8) in the showroom that tracks all calls into the store. We ran a report for all calls from ************** and the last phone call from ************** was on 11/23 ( the morning of her delivery @ 10:13AM) which was the conversation listed above.
  I have also attached a copy of our delivery form that states we are not responsible for existing home plumbing issues. With the customer not contacting the showroom, the staff, or myself (as they have stated ), not advising the delivery contractor when they arrived, not providing any proof of damage, I find this not to be a viable complaint.
  
  Thank You,
  *************************
  See Attachment/File: *****.pdf

  Customer Answer

  Date: 12/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  1. THE FIRST DELIVERY OF MERCHANDISE WAS NO WASHER DUE TO A LID PROBLEM. THE WASHER WAS NOT EVEN BROUGHT INTO THE HOUSE. THE ***** WAS NOT NEW IT WAS USED. I SUSPECT THAT THE WASHER THEY WERE TRYING TO DELIVER WAS NOT NEW EITHER. THE SECOND DELIVERY WAS A NEW WASHER AND *****. 2. WHEN THE SECOND DELIVERY CAME WITH A NEW WASHER AND ***** I HAD THE DELIVERY PERSON, AS WELL AS A NEIGHBOR, TAKE PHONE PICTURES OF THE DAMAGE TO MY **** SO IT WOULD BE DOCUMENTED. ACCORDING TO **** IT WAS THE WASHER HOSE THAT WAS LEAKING BUT THERE WAS NO HOSE ATTACHED ON MY END. 3. I HAVE TRIED TO CALL THE STORE A HALF DOZEN TIMES BUT COULD NOT GET THRU. TO DATE, NO ONE HAS COME OUT TO EVEN LOOK AT THE DAMAGE TO MY ****. I NEVER TOLD **** THAT I THOUGHT THE PROBLEM WAS MINE BUT ASKED **** TO HAVE SOMEONE COME OUT AND CHECK THE ***** IF IT WAS DETERMINED TO BE HIS PROBLEM TO FIX IT AND IF IT WAS DETERMINED IT WAS MY PROBLEM I WOULD TAKE CARE OF IT BUT I ASKED TO HAVE SOMEONE AT LEAST COME OUT AND TAKE A LOOK TO DETERMINE THE ****** I NEVER TOLD **** THAT PUTTING TOWELS DOWN WOULD TAKE CARE OF THE PROBLEM BUT HAD PUT TOWELS DOWN SO THE DAMAGE WOULD NOT GET WORSE. I NEVER HAD ANY LEAK BEFORE THIS. I FEEL WHEN THE DELIVERY PERSON TOOK MY OLD WASHER OUT THAT HE DID NOT TURN THE **** CONNECTION ALL THE WAY OFF. HE USED PLIERS TO LOOSEN THE CONNECTION SO HE COULD TAKE THE WASHER AND HOSE CONNECTION OFF BUT DID NOT USE PLIERS TO TURN THE **** CONNECTION COMPLETELY OFF.

  Business Response

  Date: 12/30/2022

  To whom it may concern,
  As stated before, no one called or contacted the showroom regarding this issue until this compliant had come in. The 1st units that were delivered did have an issue with the washer lid and the dryer was making a noise that didn't seem correct. We felt that since we had to exchange the washer due to the lid that we might as well exchange the dryer as well. The units we use are brand new, in the box units, not scratch and dent, and not used, as we only sell new product and are not licensed to sell used.
  With that said, I reached out to ************** and have scheduled an appointment to meet her along with *************************** ( owner of Aim High Transfer LLc / delivery company) on 01/02/23 to inspect the lines and valves to see what caused the leakage of water. ************** advised on the phone that she is not sure either and just wants someone to come out and look at it. Again, we have not been provided with any calls or photos of the damage and the customer signed off that the delivery was completed without issue.

  Customer Answer

  Date: 01/02/2023

  **** AND A SERVICE PERSON FROM HIS COMPANY FINALLY CAME OUT AND LOOKED AT THE SITUATION. THIS COMPLAINT HAS BEEN RESOLVED TO MY SATISFACTION. PLEASE CLOSE OUT THIS COMPLAINT.

• Initial Complaint

  Date:11/27/2022

  Type:Product 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.

  (Bought from Merritt Island Store)
  Purchased a ******* refrigerator 11/25/22. was told by sales person my refrigerator would be delivered the next day and should receive a call from delivery person the next morning on drop off time.
  
  11/26/22 Received call from delivery person at 9am telling me my refrigerator would be delivered around 6pm-8pm that night. At 6pm I received another call from delivery driver that my refrigerator was not only not going to be delivered on time but would have to wait until the next Monday around 10am-11am.
  
  I tried calling the store but got no answer, wrote email to email on sales receipt. Got a call back at 630pm from someone at the main office in Orlando who got my email stating they were forwarding my email to the Merritt Island store manager. Did not receive phone call back from Merritt Island representative.
  
  I now have to take half the day off of work (if the delivery driver is on time) on Monday 11/28/22 losing valuable pay. Not only have I paid for a delivery that wasn't delivered on time, but now have to lose pay on top of it during one of the most important times of the year, the holiday season.
  
  I feel I should be able to recuperate some of my pay loss due to the miss management of my refrigerator delivery by being refunded for the delivery fee I paid for. Deliver fee was $100.00
  

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 5, 2022/12/06) */
  We apologize for our delivery company and will send you out a check for $100.
  
  Thank You!
  
  
  Consumer Response /* (2000, 7, 2022/12/13) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Received refund of delivery fee in mail.

• Initial Complaint

  Date:11/08/2022

  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.

  Commercials run non-stop claiming same day deliver and FREE pick-up of old unit. Fact is, delivery was two days later, which was annoying but not worth complaining. Problem was I was charger $55 dollars for delivery and FREE Pickup. Upon deliver they seemed to assess the fact they could not sell the pickup, so they refused to pick it up and left. Called store for refund of my free $55 delivery/pickup and was told I would have to waste more time and come down there to discuss. They have my info, I want my money back and extra for the time I am taking away from work.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/11/21) */
  Hello ***********,
  
  Thank you for shopping with us and letting us earn your business. We were unable to do a same day as your purchase was made on a Sunday and that is the only day we do not do deliveries, both scheduled and same day deliveries. Our policy on haul off has nothing to do with the functionality or cosmetics of an old appliance just that it is in one piece. Your old washer could not haul off was held together with duct tape and fell apart before they could get it on the truck. Like we talked about the day of delivery it creates a liability for damages that can be caused to other appliances, the truck, and most importantly the delivery team. If you can secure the washer to the original condition so it can be taken away safely, we will be more than happy to finish the job. Please see the picture below for reference.
  
  Thank You
  
  
  Consumer Response /* (3000, 7, 2022/11/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They make no stipulatins in their endless string of commercials saying except Sunday.. they make no stipulations on their claim of free haul away as to what condition the appliance needs to be in..it's also pretty 100% standard to tie down appliances that are being moved because even a new appliance will fly around and cause damage ..bottom line is they knew they couldn't sell my piece of junk so refused to pick it up...I want a refund in the mail.. snake oil salesmen are destroying America and need to be held accountable.I will provide no other additional items to the BBB,a DVR will be provided to the State Attorneys office if they require further evidence of the double talk.
  
  
  Business Response /* (4000, 9, 2022/12/01) */
  We stand by our previous statement. Thank You

• Initial Complaint

  Date:10/19/2022

  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 April 30, 2020 went in and purchased a washer and dryer set. We were asked to add the 4 year service contract which of course we want to add that because it is new and we don't want problems later on. So far we have had no problems with the machines. Fast forward to October 16, 2022 the lid lock on our washing machine is broken and the machine won't run while it can't be locked. I'm like no problem I'll call the service provider because we paid for the service plan. They couldn't find the washing machine and had me email a copy of the receipt over to them. They set the appointment and called to confirm the time. After speaking to the woman on the phone she asked what was wrong with the unit and I explained and she told me that the information they sent over was for the dryer and that she would hold my appointment until I got in touch with them. I called them back and now they say I don't have a plan for my washing machine to call the appliance store and handle it with them. I call and speak to them and they say there is nothing they can do and I didn't purchase a service plan for the washing machine. I let him know that when the set was purchased we were asked did we want the 4 year plan and we said yes so why would it only be attached to the dryer? He said it may have been a mistake but there was nothing he could do to fix it. Why would I spend almost 1200 dollars and only add a service plan to my dryer? It make zero sense and now I am stuck paying out of pocket to have the machine fixed. Not to mention we are a house of 12 people so there is the added cost of a laundry mat while waiting on my washer to be fixed. Please Help!!!
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/10/24) */
  The customer purchased the washer model*********** that model comes with a 5 year manufacturer warranty. That's why there is no extended warranty on the washer. The customer can reach out to Maytag/Whirlpool for service on their washer. Thank You

• Initial Complaint

  Date:10/16/2022

  Type:Delivery 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.

  August 2022
  A low profile kitchen aid over stove microwave was purchased but the turntable support ring was missing. The manager, Don, said it would be supplied within the week. Every week I went to the store and was told supply chain issues, etc. were causing a delay. This went on for 8 weeks. After the hurricane I went to the store and was told Don no longer worked there, but the manager would get in touch with me. To date I have not heard from him
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/10/24) */
  Hello,
  
  I just spoke to Ms.******* and informed her I just ordered the part she needed and it will be in by October 28th and she was okay with that.
  
  Thank You!
  
  
  Consumer Response /* (2000, 7, 2022/10/27) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/14/2022

  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.

  Per the appliance direct website the refund and return policy is within 14 days of purchasing. I called and spoke with a manager named Fritz and he said he would have to charge me at 20% restocking fee even though my items that were delivered are still in the box and did not get unboxed or used at all. I explained to him what the website says and he told me he didn't care what the website says and would charge me 20% fee to take the items back plus I would have to pay to deliver the items back. Again the website states the complete opposite. So they were no longer helpful so I'm reaching out to make a malpractice complaint against appliance direct of **********************. I want a full refund. The items are a fridge, stove, dishwasher and microwave. Totaling 3,100 total dollars
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 6, 2022/09/26) */
  There is nothing on the Website that refer to Refund and return policy.
  There is a poster on the desk that does say that the item can be return in the original package but there is a restocking fee up to 25%.
  All package that are delivered to a customer home is unpackaged and installed.
  The item can be returned with the 25% restocking fee and a delivery charge (for picking up the item) if the items have not been used.
  The manager was correct and giving the customer a break at only charging a 20% restocking Fee.
  There was no wrong doing activity by the manager or Appliance Direct.
  
  Thank You.
  
  
  Consumer Response /* (3000, 8, 2022/09/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is false, Rich who was our salesperson told me the opposite plus the website says something different. They are just mad because I want to return the items. There was no sign in the store that said anything about a restocking fee. The manager Frits claimed to me on the phone that this was "because we have to the reset the warranty on the items" so again it's lies after lies with this place.
  
  
  Business Response /* (4000, 11, 2022/10/04) */
  Here is the return policy. It is on the counter and on the back of the computer screen. Thank You

• Initial Complaint

  Date:08/19/2022

  Type:Billing 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.

  During the month of March, 2022, we decided to upgrade all of our kitchen appliances, as well as, the washer and dryer. We purchased the entire suite of appliances from their branch on Osceola Pkwy, however, their Corporate Sales Manager Guy is located at the Melbourne office. I have called both locations several times and nobody is ever available, or called me back to assist.
  
  On April 02nd, 2022, our brand new appliances were installed. Total cost: $8437.40. On August 5th, our fridge started to make a strange sound, and stopped cooling that night. We called *********, got automated call, i.e. no human, as it was already night time. Their customer service department only works Mondays-Fridays and no emergency number is available to customers. On Saturday 6th August, we had to dump all the foodstuff we had in the freezer and fridge as both had stopped cooling. Immediately, on the morning of Saturday 6th August, my husband went to the Kissimmee branch and spoke to their Manager Ed. He said there was nothing they could do, except, help us trouble shoot and schedule an appointment with ********* whose Tech would have to come out to diagnose/repair. Note that this brand new fridge conked out after only 4 months! The earliest appointment Ed got was a week away, on Saturday 13th August, 2022.
  
  At this point, we had to purchase a chest freezer, ice, freez paks etc to continue living. On Monday 7th August, I called ********* customer service, having written two complaints to both Appliance Direct and ********* about our plight. We got no response. All customer service told us is that we'd be placed on a cancellation list, which means, if any other customers cancel, the Tech would come out to us earlier. This never happened.
  
  On Saturday 13th, at 5:15 pm, a Tech came and diagnosed that the compressor wasn't working. Bad news was though, his report wouldn't be seen by his parts team until Monday 15th August and it would take 21-30 days.
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/05) */
  I reached out to *********** and the response is that they have sent the part to ******.for repair.
  
  I reached out to ****** and they have all the parts and are reserving the special toll for the job. They will schedule the service with the customer at the earliest possible appointment.
  
  Thank You
  
  
  Consumer Response /* (3000, 7, 2022/09/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Appliance Direct has responded with information that I already have from *********'s Contracted repair Company - ******. ****** has advised me that they have scheduled repair for Friday 23rd September. This is a full two months that we would be without our fridge. At the very least, we were expecting some reimbursement for our inconvenience, and out of pocket money spent of approximately $1500! They have not even apologized or called us back after repeated calls. Neither Appliance Direct nor ********* seem to care. So their response is a cop-out and shows no concern for our plight. Please receive receipts for the fridge and freezer, along with ice bags and ice packs we had to purchase. Thank you for your diligence in following up on our case.
  
  
  Business Response /* (4000, 10, 2022/09/14) */
  We have apologized for the situation that the customer is in.
  We as a retailer of a manufactured product are bound by our contract with
  The manufacturer. We did ask for a swap and or a discount on the customers behalf and We were turned down for both under the products warranty through the manufacturer.
  
  It is unfortunate that this issue has occurred and that the part needed was on back order.
  Any type of compensation should be handled by ********* and their customer care department.
  
  Thank You!
  
  
  Consumer Response /* (4200, 12, 2022/09/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Firstly, we never received an apology from Appliance Direct. Secondly, we would like confirmation that Appliance Direct requested either a replacement or discount/reimbursement for money we had to spend. ********* did not tell us that Appliance Direct reached out to them; and in fact, told us the opposite; that it was the Retailer who has the responsibility to make amends, they ********* was only responsible for the repair and they also extended our no-charge warranty by an additional six months.
  
  Where do we go from here, as it certainly appears that Appliance Direct is refusing to acknowledge our suffering. After spending thousands of dollars with that Company, they should already have reimbursed us with at least $600.00!