Complaints

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• Initial Complaint

  Date:03/26/2025

  Type:Sales and Advertising 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 December 31, 2024 I bought two gas stoves for $1300 each from **** *****, sales person, at Roswell Appliance Outlet, 600 South Main St., Roswell, NM. I was to pick up the stoves on January 3, 2025 wait past their 48 hour return policy which they never object to. When I was to pick them up, I noticed one stove was badly dented on the top left corner by the burner and told **** I did not want that stove. He said he could fix that and left and returned with a large hammer and a steel bar. He said he could fix it and started banging on the stove. I told him I did not want that stove as he may have damaged igniters, or the display screen by his hammering. He said, well, you can have this one and suggest that I take another stove as it was the only other gas stove they had. I agreed and they loaded it up on to my truck and I took them home to **** ** ******** **** ** ***** *** 201 miles from Roswell. I did not noticed that the stove required 240 volts. If I had, I would not have accepted it.
  On January 6 I advised **** that one of the stoves did not have an electrical power cord. He told me to get one at **** ***** and he would reimburse me next time  I was in Roswell. I advised him that a stove required 240 Volts.  He said it was impossible as the stove was a gas stove. I sent him a picture of the sticker on the back of the stove showing the stove required 240 Volts
  He instructed me to return the stove to the store and when I did, he said they would not refund me any money as I had not complied with their policy of 48 hour return policy.
  I emailed Roswell Appliance on March 3, 2025 as I  had not heard anything from them. I requested a receipt for returning the 240 volt stove as they had never provided one. I also requested the amount of store credit they were giving me but never got a response.
  On March 3rd I called and talked to ******, office assistant/owner, and she failed to respond.  
  On march 4th, ******* ******, long time friend who was with me when I bought the stove and resident of Roswell, went to Roswell Appliance and requested a receipt of when the stove was return.  They claimed they had nothing but, when ******* showed them a copy of product received documentation invoice which we had, they found a receipt.  They provided a copy showing stove was returned on 1/16/2025 with the name of ******* ****** *** *** ******.  The next day she went back for ****** to correct the name.  She scratched out ****** and wrote *****.  The receipt showed repairs to the stove in the amount of $249.53 and $45.89.  They never provided the amount of store credit I had.  
  On march 7tth I called and talked to a ******, whom I think is the owner.  He was very rude and said he would not help with anything as I was only hoping to get money back from the credit card I had paid with.  He kept on talking in a loud voice an said I had cost him a lot of money by selling the stove to me.  I interrupted him and asked for the amount of store credit I had. He said I had $1008.00 and hung up.
  Store credit will not help me any as they never responded to me and I had to install another stove.  It is hard to for me use store credit when they provided me with an electric stove instead of the gas stoves. 

  Business Response

  Date: 03/26/2025

  Mr. ***** has been disingenuous with his claims in this complaint.  I have tried to be as understanding and accommodating as possible. We are a scratch and dent warehouse that sells new appliances at 40-60% of retail to offset the damage.  The units are all tested and come with warranty from the manufacturer and from us.  We do have a 48 hour return policy. Which is part of the sales contract *** ***** signed. He stated he was never given a receipt, that is nonsense.  Not only did we give him one at the time of sale, he signed the warranty and service contract. Since then, we have given them another copy, and their credit card company, I even gave his wife a hand receipt for the drop off of the stove when they returned the stove.  In regards to the 48 hour return policy we have, I do not count the 48 hours from purchase until the unit is picked up, as long as it is picked up within a reasonable amount of time.  Which it was, he picked them up himself.  Several points to make about this transaction at this point.  He was given a package deal, for the purchase of two stoves, both of which he inspected at the time of purchase and when he paid for them.  The other point is *** ***** negotiated a price based on purchase with cash, and then returned the next day to pay and paid with a credit card, which cost us $208 in credit card fees and taxes.  At the time of pickup, *** ***** changed his mind about the condition of the one stove.  So he was offered for us to remove the dent, which, once installed cant be seen any way, and the dent IS THE REASON for the low price to begin with.  He didn't want the stove, so he was offered a swap out to a more expensive gas stove, a DUAL FUEL range, which requires 240 volts for the oven and the range portion runs on gas.  I was not present for that portion of the exchange, so I am not disputing that he was or was not told it was a dual fuel set up.  Regardless, *** ***** accepted it and took it to his location out of town.  And for the fairness of all parties involved and to give the benefit of the doubt where it is due, it is several hours away from our location.  *** ***** or his proxy, an electrician, attempted to hook the stove up to 110 volt power, even though it requires 240.  He called at some point to ask how to hook up the stove, and was told if it didn't have a 120 power cord attached, then it required 240 volts.  I think initially our sales associate was confused about what *** ***** was asking him.  But he was told that it required 240.  *** ***** told me in our initial conversation about this problem that he or his proxy, had tried to hook it up to 110 voltage.  I am unclear on who if not himself he said did it. The result of that act, was an electrical short to the main control board for the stove. Making repair necessary. I'm unclear if *** ***** made an attempt to wire it up before or after he called us.   Regardless, his actions caused the damage to the control board, which cost $230 plus labor costs, to repair. *** ***** was told he could bring the stove back for exchange, and 10 days later he brings it back, broken.  When *** ***** said he would like to return the stove, he was told to bring it in for repair or exchange.  *** ***** brought me back a malfunctioning stove, and demanded a refund.  He proceeded to call ****, the sales associate "a liar" **** responded, "I'm not a liar, Sir, I'm a Christian!"  to which ** ***** screamed "you are a shitty Christian then!"  I witnessed the exchange.  I then got involved, and after being explained what the situation was, I told *** ***** that I couldn't offer him a full refund because he damaged my product, So I offered to repair or replace the stove. *** ***** told me that he didn't want that, he had already bought another stove.  I responded by telling him, well that's unfortunate, because you also purchased THIS stove and then damaged it. So repair or exchange was all I could offer.  I told *** ***** I would call when I had the stove he purchased repaired.  Several days later, *** ***** attempted to cancel charges to his credit card for the purchase.  I cooperated fully with the investigation, and they ruled on our side.  Hence, why we are here with this complaint.  To point out that I have spoken to *** *** **** ***** several times, and even provided them with documents in their attempt to fight us on the credit card charges!  We gave *** ***** a hand receipt when he asked that clearly stated that the appliance was being returned for repair or exchange, not returned to inventory.  I spoke to *** ***** on the phone and told him exactly what his options were.  REPAIR OR STORE CREDIT less the cost of the repair to the product he damaged, and the cost of the $208 in credit card fees and taxes he cost us in the initial transaction.  He has been cooperated with, apologized to, offered a settlement, yet he proceeds to slander and misrepresent our business dealings and how he was treated.  I truly apologize for the entire circumstance in any regard that could be the fault of our company or our employees. I have offered a completely honest and straightforward solution from the beginning.  I have sympathy for *** ******* situation, and would like to see him compensated for any loss.  I say that with the full understanding that we didn't mistreat, mislead, or manipulate *** *****. We offered reasonable solutions right from the beginning.  We incurred loss in value to our product, through actions of the customer, and I have every right to demand I am compensated for that loss, in any solution that squares any deal with *** ******  His Stove is in my store.  He can pick it up once its repaired.