Complaints

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• Initial Complaint

  Date:08/07/2022

  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.

  I purchased a Big Chill refrigerator from Metropolitan Appliance in 2019. The cost was approximately $6000. It is located in a recreational property so very light usage aside from running. Was never moved. Very little door opening even. It failed with a compressor failure. So essentially end of life. I contacted Metropolitan appliance and they refused to do anything as it is 'out of warranty' . I would have understood the argument if some nominal repair was required . However, I think any reasonable person would expect a $6000 refrigerator to have a lifespan over 3 years. As they are the only ********************* for this appliance brand I'm sure they could have some clout with the manufacturer but they chose to do nothing and not stand behind appliances they sell. I am not sure if there are any applicable laws for refrigerator "lemons" but it seems to me any reputable business would offer some reasonable assistance with an appliance in this price range with this level of end of life failure in such a short timeframe.

  Customer Answer

  Date: 08/31/2022

  The compressor failure was diagnosed on July 25th. I contacted Metropolitan Appliance the following day. I spoke to a customer ********************** represenative on 2 occasions in that following week. They initially indicated the compressor would be covered but then called me back a few days later to say that it would not.

  Business Response

  Date: 09/19/2022

  To whom it may concern,
  
  
  The invoice date for the fridge in question is 03/01/2019. The customer contacted ******************** on 07/27/2022 to let us know about the condition of her fridge and request our assistance in regards to service and warranty. 
  
  
  Metropolitan Appliance is not a manufacturer, warranty provider or warranty servicer. We advise our customers of their warranty, how and who to contact and also offer to aid them in their warranty and/or service requests by presenting them to the responsible party. We reached out to the fridge warranty provider, Big Chill, in order to best inform the customer as to her options moving forward. We were told that Big Chill offers a 1 year warranty, as expressed in their manual, and thus the customer was outside the manufacturer's warranty by a timeframe of almost one and a half years. Wanting to make sure we tried our best, our customer ********************** manager also called Big Chill to see if there was anything else they were able to offer for resolution and was referred back to their manufacturer warranty. Metropolitan Appliance then updated the customer of their warranty status and she stated her dissatisfaction. Metropolitan Appliance did have our CEO contact Big Chill for a third attempt at going beyond for the customer, but with the customer being so far outside of the warranty period, nothing was able to be done. 
  
  
  Once more, Metropolitan Appliance is not a manufacturer or warranty provider and as such can only do as instructed and does not have the ability to go beyond these terms. The customer should contact Big Chill, the responsible party, for anything more warranty related. Please see the previously referred to link for Big Chill's contact information. 
  
  
  Thank you,
  Metropolitan Appliance

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 17685039
  
  I am rejecting this response because: this response implies that the business is somehow not involved. That they have no role and everything is between the consumer and manufacturer. However, I purchased this refrigerator from Metropolitan appliance. Not big chill. The check went to Metropolitan. They make money being a distributor for this brand. To claim that if that brand is not a quality product, it has nothing to do with them is absurd. If they choose to be a distributor, and they make money off of the sale, then they have a responsibility in the transaction and to the consumer. If they dont stand behind products they sell , disavow any responsibility when convenient, then potential consumers should be aware that they provide no value and you should purchase appliances elsewhere.
  
  Sincerely,
  
  *********************