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:01/30/2024

  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.

  Tuesday 1/23/24 I went into the business to order an ice maker shut off arm for our Whirlpool freezer. I spoke with the helpful representative at the parts desk, showing her the tag from inside the unit. She ordered the part based on this information since we are the original owner of the unit and havent replaced the icemaker. The part came in on Wednesday, 1/24/2024, and I picked it up to install that night. I found that the wire was round on both ends, with the one end that would go to a round opening too large to fit into that opening in our ice maker. The other opening for the wire to be installed is not round and the round end didnt even come close to fitting. On Thursday, 1/25/2024, I brought the part back and was told that since the packaging was opened, they werent sure that it could be returned, but they would call the vendor and inquire, letting me know later that day what they found out. I left the part there, but I wasnt called back that day. I called in Friday and the person handling this was at lunch but I was reassured she would call me when she returned. At 4:30 I hadnt heard anything so I called again and was told that they still hadnt had a response from the vendor, but to be patient and they would call me back. At the end of day Tuesday, 1/30/2024, 4 business days later, I hadn't heard anything so I sent an email with all this information. They replied saying they hadn't heard back from the vendor to determine if I would get a refund, but the part was the right one for our icemaker and asked if I wanted to hire an installer to install the shut-off arm which is basically inserting the two ends of a wire into corresponding holes in the icemaker. They also said that since it is the correct part that I would need to pay a 20% re-stocking fee.

  Business Response

  Date: 01/31/2024

  To Whom It May ***************** response to *********************** special order part return:

  The Appliance Clinic special ordered per model number a shut of arm for her ice-maker. ****** came to our store to return the part as she could not get it to fit.  Our parts department advised the part was researched per her model number and it was the correct part for her model.  We also let her know we would check with ************** for advice to install the new part.  Our tech. confirmed it was the correct part and it could be difficult to put on for someone not trained for appliance repair.

  We then contacted ****** to update her on the part.  We also offered in-home service if she needed help with installing the part.

  ****** did not want to schedule repair or to keep the part. 

  Per our invoice #**-2217 We inform all customers All Sales final on electrical parts, special order and opened packages. 20% restock fee for all others.

  This part was special ordered in for her and the package was open.  We are unable to return the part to our distributor.  * In good faith we offered to return the part with a re-stocking fee.

  This morning I tried to call ****** to inform her refund has been processed.  I was unable to leave a message as her mailbox is full, an e-mail was sent to her.  We are waiting her response to get her mailing address to send the check or if she would prefer to stop by the store to pick-up.

  Thank you,

  *****

   

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21224177
  
  I am rejecting this response because:  I have no missed calls on my phone and no emails from The Appliance Clinic.  When I tried to respond to their offer to have me hire them to install, the email was rejected by their server twice.  Since I was unable to determine that the wire was too large to fit into the hole without opening the package, I don't feel the 20% restocking fee is reasonable.  This item was ordered in good faith, and I had every intent to use it.  It was not purchased and then determined not needed.  Even though I didn't get to the point of a completed installation, when I attempted to fit the wire into the corresponding hole in my ice maker, it was too big around to fit, halting any further progress in an installation attempt.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/12/2024

  Good Afternoon,

  The part was special ordered per your model number.  The distributor will not authorize a return when the package has been opened.  The part ordered per ************** is correct per your model.  The part can be difficult to put on.  We can offer in hope repair service.  The other option, we have offered to return the part with a re-stock fee in hopes we could possibly sell in the future.  Please see the bottom of your invoice in regards to our return policy. We have made an exception to return with the re-stock fee.  

  Thank you,

  *****

  Customer Answer

  Date: 02/12/2024

  I ordered the part the business advised me was correct.  Only after I opened the package did I discover that the wire was bigger around than the hole that it was to be installed into.  I don't need to pay an installer to come to my home to determine that physically the part cannot fit into the space provided, it is basic physics.  ****** learned, this business will not take into consideration the situation around the return but will impose rules that will put money into their pockets at the expense of the customer.