Complaints

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• Initial Complaint

  Date:02/09/2023

  Type:Delivery 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.

  Date of Transaction : 1-21-2023 $100.00 on the deposit for the order placed #S101135 on my credit card. 2-1-2023 $1597.06 pd by check at the time of delivery The product is a Whirlpool 36" wide Side-by-Side Refrigerator - 25cu Model # WRS555IHZ (NEW)Nature of Dispute: The products poor performance - Low Ice Production - Noisy, it has a vibration noise that is most ************* carries throughout the areas at the kitchen level. The noise affects the living room, computer room, dinning *********** Season porch area & is annoying especially when I just want to read & be in a quiet environment. Our old Refrigerator never produced anything like this & in fact you never really knew it was even there. I expected something similar with this product that is 24 years newer than my old one.- The water dispenser is not positioned over the catch tray so virtually every time you dispense a cup of water it allows a drip or two to hit the floor.- There Resolution was to refund me 50% of the purchase price. The contact I had with them was ****************** would settle for 90% of the purchase price. There return policy needs to be displayed & verbally expressed to the customer because the loss of this depreciation is considerably significant. I never saw any visual display or was I verbally told of this policy if it even is a policy.If uploading of materials is needed I will need to seek help on trying to do it. I am not very computer literate.

  

  Business Response

  Date: 03/02/2023

  Here is our response:

   

  All appliances are under the manufacturer's warranty. If the customer believes the product is malfunctioning, he should set up a service call with the manufacturer. I offered to set up the service call; however, the customer declined my offer. Manufacturer warranties are made available to you via the web, in all appliance manuals, and every product listing on our website. Before purchase, I explained to the customer that *********************** are made very differently from years ago and that the life spans are much shorter than once before. The consumer is responsible to read the product warranty information before purchase. The consumer is also responsible for researching product information and reviews before purchase. The customer explained that he read product reviews online after his purchase and was made aware of possible issues other consumers have with the appliance. We do not manufacture the appliances'; however, we back the appliances' with the manufacturer warranty, in addition with an option to purchase an extended warranty, which the customer declined. (see attachment with his signature for extended warranty highlighted in pink). If the customer is unhappy with his purchase,  I would be happy to help him reach out to the manufacturer.

   

  Thank you,

   *******