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:03/14/2025

  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 February 25th of 2025, I purchased a whirlpool refrigerator at becks appliances in **********, **. The price was ******** after all fees. I paid them 129 to deliver my refrigerator. They delivered it broken, the hinge was broken, I was told by the delivery driver to superglue it. I called the owner of the business, he told me to try the superglue. I tried the superglue, the next day I called back because my fridge did not close properly or seal. The superglue was only temporary. They told me they would find a fridge door or refund my money. The owner came to my home to look at the damage his delivery driver did. He asked me if I would accept a dented fridge door because they were having a hard time finding a new door for the fridge. I said no, I purchased this fridge in their new section, my receipt says new fridge, the original door had no dents so I was not accepting a dented door because that is not what I bought or what was advertised. They finally found it a door, the owner brought it to my home, they scraped the old whirlpool logo off and superglued it onto the new door, they used a hairdryer and a heat gun to seal the door is what they told me, once they left I realized the top of the fridge is dented and was painted to hide the dent, it also does not seal properly and the doors do not line up together. I called the owner, he told me they didnt have time to come look at it and they would not be fixing or refunding me. I called the factory warranty and they told me the business was responsible for the first 30 days. The manufacturer warranty doesnt take effect until 30 days. They did not tell me that. I would like a refund. They gave me a used door that is dented and painted and they tried to hide the dent, the door does not properly seal and they will not refund me. They false advertised, they told me this fridge was new and on the phone when I was complaining, the owner said they dont sell new fridges but they advertise as selling new appliances.

  Business Response

  Date: 03/28/2025

  Concerning ******* ****** statements regarding her refrigerator. She is stating that she was told by our delivery team that it would be ok to glue the plastic insert where the hinge pin connects. This is an incorrect statement, as they did not speak to ******* personally, they spoke to the man of house and he told our delivery team don't worry about it, he would be the one to super glue the plastic insert. Next incorrect statement: I, as the owner, never advised her to glue the plastic insert. Next Incorrect statement: We do not sell new appliances we sell New scratch and dent appliances, key words new scratch and dent, and yes regardless of her claim the refrigerators did have some dings in the bottom of refrigerator and the man of the house was aware of the plastic insert having minor crack in the-insert-when-they-purchase the refrigerator at our store and he was the one that recommended the glueing procedure not us. So I received a phone call-from-******* ****** the week of March 9 2025 claiming that our delivery team damaged the door of her refrigerator. An appointment was scheduled and I went to inspect the refrigerator and found that the hinge Insert was glued and not holding the hinge correctly. So out of consideration toward customer I told the customer that I would look for another door or replace the refrigerator and I found a new door and we scheduled another appointment to install the door and yes we have to heat the door seal to seal to cabinet and yes we remove the emblem for the original door and place it on the new door which is common practice. After we replaced the door, the customer was instructed to not open the door for two or three hours, which oblivious the customer did not follow the Instructions that was given to her as the customer was calling our business within the next hour demanding full refund claiming defective door. Yes I did tell the customer this is the best we can do for her. Because the customer has no right to repair the refrigerator unless the customer has permission to do so or they risk voiding the warranty and the customer was not given permission to repair the hinge insert. When we left the customer home there was no issue with the door function properly. We do not guarantee the appearance of the appliances, we guarantee the functionality of appliances only. This is why customers are instructed to check the condition of the appliance before purchase. Please see attached business policy and the customer signed copy. Let me bring your attention to the section titled What is not covered under our guarantee number 9 and 17. Next Section: Items that are not covered which the customer decided to perform when they glue the plastic Insert. We at ****** and I believe went beyond what is stated in our business policy but it seems it was not enough for this customer. 
  

  
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