Alleged refrigerator defects lead to chilly response

Alleged refrigerator defects lead to chilly response

COMPLAINT: Harvey Polokoff, Carmel, Ind.

"I have rental homes and I've bought several stoves, dishwashers and refrigerators from The Appliance Outlet in Indianapolis. I've always had them deliver the appliances and I've never been in their store. This time, I purchased a side-by-side refrigerator and found out the icemaker doesn't work.

"They will not stand behind this refrigerator and Scott [Sims], the owner, claims that it's not part of their warranty. I was never told that there is a chance their appliances are defective or I never would have purchased it. This is the last appliance I'll purchase from them."

DESIRED RESOLUTION: "I want them to pay for an appliance repair company's work or refund my money."

RESPONSE: Scott Sims, president, The Appliance Outlet

"I talked to the member and explained to him that our warranty does not cover the icemaker or water dispenser in any refrigerator we sell, as we do not have the facilities to test those parts. The member has purchased several appliances from us, and each time a refrigerator is purchased, whether on the phone or in person, the associate explains our warranty in depth, including the fact that those two aspects of the machine are not covered under our warranty.

"The member is quite aware of our warranty. The member asserted that this was never explained to him, but because we have dealt with this type of situation in the past, I know for a fact it was. That aspect of our warranty is also explained on the back of our receipts in depth. I didn't decline to do the repair, but I did decline to do it under warranty, meaning there would have been a charge. He refused."

STATUS: Stalemate


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