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:09/24/2022

  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.

  **Telephone call from Johnny's Used Appliances and they had no record of my 9/23/2022 appointment (I was speaking with the same person who scheduled the 9/23/2022 repair appointment)and now they advised me that I would have to pay a $65.00 service call fee which I refused.** Strike 3.**Update 9/24/2022: Called Johnny's Used Appliances and they agreed to send a repair technician Friday 9/23/2022. We were home all day and repair technician never showed up and never called.***strike two ******'s.***I purchased a washer, dryer, that upright freezer in February 2022. The washer leaked water the first week, a technician came out and determined that the drain hose had a hole in it and it took 3 weeks for the hose to be replaced. About a week or two afterwards the washer stopped working. Technician came out and determined that the main board was faulty and they would replace the washer. Several weeks later a replacement washer was delivered. The replaced washer was not leveled properly by the person that delivered the replacement. I leveled the washer which correct the problem for several weeks. Now the washer does not cycle properly. The washer fills up with water and stops. Then I have to leave the too open until the washer drains and restart the cycle. I usually have to do this 3 or 4 times before the washer will complete a washing cycle. Because the warranty has lapsed I have a $400 washer that's a constant problem. The upright freezer stopped working a few weeks after the warranty because there was a leak in the filter attached to the compressor and all the refrigerant leaked out. The cost to repair the freezer is more than the cost I paid for the freezer. So after spending a total of $725.00 for the freezer and washer, bother stopped working properly within a couple of weeks after the warranty lapsed. So I'm out $725.00 plus finance charges and have to buy a new washer and upright freezer. Last time I ever purchase used appliances.

  Business Response

  Date: 02/13/2023

  Johnny's Appliances, LLC offers a 60-day warranty on the majority of appliances sold. Some come with a 90-day and some come with a 30-day. This is discussed with the customer prior to purchase. The customer also signs the receipt where the warranty information is disclosed. The warranty includes Johnny's Appliances, LLC sending out a technician to determine what is going wrong with your appliance. At that time, we will determine if this is a repair or replacement job. If you purchased your appliance in February and then called with an issue in September, you were out of warranty. Following policy, a $65 service fee is paid by the customer prior to a technician coming out for a diagnostic visit. If you did not pay the $65 on your initial call, the sales rep or person that answered the phone when you called, would not have put your on our service schedule. According to your complaint, ******'s Appliances agreed to send a technician out without you paying the $65 service fee. ************** always calls the customer PRIOR to driving to your home for service. If he did not get an answer, he is instructed to not go to the home. If you received replacement appliances, service to your appliances (parts ordered), then we did as we promised we would according to our warranty policy. If you still were not satisfied, asking for management would've been ideal. There are items store level employees cannot approve or handle. There isn't a customer that we don't go above and beyond for to make sure they are happy and satisfied - even if it means we take a loss.