Complaints

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:03/04/2025

  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.

  In 2018 Metro appliances sold me a washer and dryer. They also sold me a warranty which they said I could redeem at full price provided I did not use any of the warranty for five years. I also bought an oven stove top and microwave with the same warranty guarantee. I went into the store to purchase another appliance, but was informed that the window for redemption of the warranty money had closed. There was mention of a time frame to get the money yet they claimed there was a six month window from the time of the five-year expiration. There was no notice of the five years passing nor was there a notice when I purchased the warranty that there was a six month after the five years to redeem the warranty money. This is an unfair business practice. It should not be allowed and consumers are a victim ofa near fraud practice.

  Business Response

  Date: 03/20/2025

  My name is Cory Weaver and I am the sales manager for Metro Appliances and More.  I was sent this complaint from Bryan Casey who was our former General Manager for the store.

  After reviewing this complaint, I have come to conclusion that it is unfounded.  During the time of this promotion to refund cost of warranty after 5 years, our sales team it trained to inform the customer that there is a 6 month window in which the customer has to redeem.  In addition, the promotion is only valid if the customer does not use the the warranty during the 5 years.  Since the customer would deal directly with Safeware, the warranty proivider, and Safeware would facilitate the service calls and repairs, Metro would have no way of knowing if the warranty was unused and still valid for refund.  This is why we inform the customer at time of sale that Metro will not contact them at the end of their warranty coverage.  It is the responsibility of the customer to monitor the time of warranty and contact Metro within the 6 month window to redeem. 

  We discontinued that promotion 4 years ago and no longer offer a warranty refund if unused after 5 years.  

  Regards,

  Cory Weaver

  Customer Answer

  Date: 03/25/2025

  I am rejecting this response because:   I found a letter to be very well written and contained numerous errors.
  

  First the statement that I was told that the redemption for the warranty after five years was only for six months was false. I was not so informed. 
  

  Second, there is an obvious admission That the company had no intention of paying the refund. They stay quite blatantly they had no way of knowing whether the warranty had been used or not so how are they going to validate it?

  third, the claim that the sales people did anything other than pressure us to buy this warranty that we would get our money back for is just not true. We were assured over and over that we would be able to redeem it and even talked about purchasing other items from them when we were able to do so.In fact, we came back and made another purchase so that we could take advantage of that same offer. At no time were we informed of the difficulty in retrieving that refund.

  To me, this is simply a case of a rapacious company making false statements to engage a customer into purchasing warranty under the pretext of a total refund with no intention of ever giving that money back to the customer. I am unwilling to accept their response. I believe in the golden rule, and I do not think this company is being fair open or otherwise with their customers. There must be many many customers who have complained about this unfair, unwarranted, avarice, practice committed by this company.

  Keith Davidson

   

   

  Customer Answer

  Date: 07/03/2025

  How can you close this case! They obviously did commit fraud as they had no intention of honoring their admitted refund of warranty if not used. This is agreivous and they should be called out. Why don’t you censor them at least. So disappointed. What good are you if a blatant theft can go unpunished and you claim they answered in good faith!