• Report: #364349

Complaint Review: Briens' Appliance Inc

  • Submitted: Mon, August 18, 2008
  • Updated: Tue, October 23, 2012

  • Reported By:Parkville Missouri
Briens' Appliance Inc
13400 S US Highway 71 Grandview, Missouri U.S.A.

Briens' Appliance Inc Misleading claims on website Grandview Missouri

*Author of original report: Rebuttal to Joy, Employee, and What's the Problem?

*Author of original report: Response to Employee, Joy and What's the Problem

*Consumer Comment: Experienced from the past

* : What's the problem?

*Consumer Comment: Brien's Appliance Offers Excellent Service and is the Victim of an Internet She-Stalker

*Consumer Comment: It's well known that Briens' rips people off.

*UPDATE Employee: The Truth...

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The business website claims that all used appliances have a 3 year guarantee. The website states: "Brien's Appliance, Inc. is the first, only and original dealer to offer a 3 Year Guarantee at no additional cost for rebuilt washers and dryers stating at only $98.00. The website further states: "We offer in-home service or in-shop service."

I was impressed with their statements and after speaking to the sales rep on the telephone, I bought a used Kitchen Aid Washer from their website on April 18, 2008. I have been very happy with the machine. Told all my friends and neighbors about Brien's.

On Sunday, August 17, 2008, four months after I bought the washer, the machine stopped working after the rinse cycle, leaving a half a tub of water.

When I contacted Brien's Appliance on Monday, the general manager told me that the guarantee would not be honored unless I brought the washing machine to the store to be fixed. I explained that I lived 25 miles away and offered to pay his company to make a house call to repair the machine. He told me no, I had to bring the machine to the store for repair.

I mentioned the website guarantee and he told me to look at the bill of sale, which I did not have a chance to examine the day I bought the washer by telephone order, and at the bottom of the receipt it says, "We will only service items brought to the shop by purchaser at purchaser's expense." It goes on to say, "No warranties are expressed or implied. No exeptions."

He told me it was too bad that I couldn't get the machine to the store, and no, I could not talk to Brien, the owner.

After work I decided to drive to the store and and to try to talk to him face to face to try to resolve the problem. When I arrived, the general manager, Wally, would not cooperate and kept yelling at me. I asked to speak to the owner, whom I had seen at the back of the store (his picture is on the website).

Wally went to the back office and as the door was closing, I saw him throw up his hands and shake his head as he was talking to the owner. It was apparent he was agitated.

The owner, Brian Pippen, came bounding out of the room and started yelling. He called me a stupid a*****e and said he would not, in any way, honor what the website says. He wouldn't let me pay them to come to my apartment, he wouldn't let me pay them to pick the machine up, he would not honor the guarantee unless I personally brought it into the store. He told me to "rent a van and go find a man, which shouldn't be too hard with the economy the way it is, and bring the washer to his store and he would fix the d**n thing."

After another tirade, he told me to leave his store or he would have me arrested. I refused to leave and asked him to calm down so that we could discuss it in a civil fashion. He then called the police. I didn't leave the store, I waited on the officers to arrive. All the while he kept telling me what a stupid a*****e I was.

I told him that I was going to inform others as to what sort of business man he was and he told me that he hoped I would because he didn't want my business or any of my stupid friends' business either.

I told him I wanted satisfaction and I might take him to court. He told me to do it because he had more money than I did and we both know who would win--the man with the most money.

When the police came (they were very polite) I showed them the receipt and a copy of the website page regarding the guarantee. The officer looked it over and told me that the website did appear to be misleading. He told me it was a civil matter and if I wanted to take further action, to do so.

Here is the website where the guarantee is discussed: http://www.ckappliance.com/services.html. Because I purchased by telephone, I was not able to read the bill of sale and the salesperson did not explain to me what was entailed in the guarantee. There is a difference between what is stated on the website and what is stated on the receipt. I do believe this is fraudulent conduct by the company.

Anonymous
Parkville, Missouri
U.S.A.

This report was posted on Ripoff Report on 08/18/2008 09:10 PM and is a permanent record located here: http://www.ripoffreport.com/r/Briens-Appliance-Inc/Grandview-Missouri-64030/Briens-Appliance-Inc-Misleading-claims-on-website-Grandview-Missouri-364349. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 5Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Rebuttal to Joy, Employee, and What's the Problem?

AUTHOR: Anonymous - ()

Employee and Joy:  Your snarky responses and disrespect are a testimonial to the customer service a person can expect to receive from Brien's Appliances.  "A victim of an internet shestalker?"  And "Don't do drugs?"  My, what witty responses.  And promoting Brian's religion is the last stand of a deceiver.  I am certain your husband, Brian, must be so proud of you.  And who wouldn't be? 

What's the Problem?:  How can a person read the fine print when they are placing an order by credit card on the telephone and the employee taking the order neglects to point out the fine print?  When the washing machine was delivered, I was advised by one of the delivery guys not to sign off on the form and he pointed out the deception.  I followed his very good advice. According to the attorney I worked for at the time there is little, if any, difference between a warranty and a guarantee.  Perhaps Brian should consult with an attorney before he gets into legal trouble. 

The only reason I did not sue this fine establishment is because I got married and moved 3 hours away.  Besides, Brian's foul mouth and pushy, bullying attitude will drive his customer away in droves, as pointed out by the ripoff report author in Belton.  And Brian will have nobody to thank but himself and his equally unpleasant employees.  

Brian, I was so happy for you when you pointed out what a loser I was and how much money you have.  Although I do have to wonder about your liquid assets.  And if you are correct that the one with the most money wins a lawsuit, you will soon be finding your resources to win lawsuits drying up.  And it could not happen to a more deserving person. 

BTW, I just moved back to the KC area and bought new appliances for my house.  Of course, I did not buy them from you.  Too bad because I am sure you could use the $4600.00. 
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#2 Author of original report

Response to Employee, Joy and What's the Problem

AUTHOR: Anonymous - ()

Employee and Joy:  Your snarky responses and disrespect are a testimonial to the customer service a person can expect to receive from Brien's Appliances.  "A victim of an internet shestalker?"  And "don't do drugs?"  My, what witty responses.  And promoting Brien's religion is the last stand of a swindler.  I am certain the "CPA" school you graduated from must be so proud of you.  And who wouldn't be? 

What's the Problem?:  How can a person read the fine print when they are placing an order by credit card on the telephone and the employee taking the order neglects to point out the fine print?  When the washing machine was delivered, I was advised by one of the delivery guys not to sign off on the form and he pointed out the deception.  I followed his very good advice. According to the attorney I worked for at the time there is little, if any, difference between a warranty and a guarantee.  Perhaps Brian should consult with an attorney before he gets into legal trouble. 

The only reason I did not sue this fine establishment is because I got married and moved 3 hours away.  Besides, Brien's foul mouth and pushy, bullying attitude will drive his customer away in droves.  And he will have nobody to thank but himself and his equally unpleasant employees.  

BTW, Brian, if you are correct and the one with the most money wins a law suit, you will soon be finding your resources to win the law suits drying up.  And it could not happen to a more deserving person. 

BTW, I just moved back to the KC area and bought new appliances for my house.  Of course, I did not buy them from you.  Too bad because I am sure you could use the $4600.00. 
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#3 Consumer Comment

Experienced from the past

AUTHOR: P. Wesley''s - (United States of America)

I purchased an applliance from Brian's store several years ago when it was located on 58 Hwy.  No problems in understanding the terms of the extended guarantee(warantee).  Paid extra for it.  Still no problem with the purchase until the delivery. 

Brian and his helper showed up to deliver our appliance which was great until he opened his mouth.  Brian was loud, obnoxious, rude, beligerent and condecending.  I thought "I don't get it." His staff was nice.  His helper was nice.  He was an SOB that day.  Well, let it go, I said to myself.  Some people don't have people skills.  There selfish in a way.

On or around the end of the first year, our appliance failed.  With guarentee and receipt in hand, we delivered our appliance to the store location (actually, it was a rented storage space used to repair appliances...whatever) and the company honored the guarantee.  Fine.  It's all good.

My only dig on Brian's Appliance was the day he delivered our appliance.  Without going into details, I was left with the feeling that I'll never do business with Brian "personally" again. 
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#4

What's the problem?

AUTHOR: Emmamb - (USA)

I am failing to see what the problem is... If it clearly stated on the reciept that you have to bring your appliance to the store to be fixed, then why exactly do you feel you have a case? My father in law just bought a dryer today from there and after reading your post I had to look at the receipt, and sure enough it is just what he said! The warranty should be clear to consumers. Maybe you should just try reading the fine print next time?
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#5 Consumer Comment

Brien's Appliance Offers Excellent Service and is the Victim of an Internet She-Stalker

AUTHOR: Joy L. Parrish Cpa - (U.S.A.)

Brien's Appliance, Inc.

Brien's Offers Excellent Product and Service, but is a victim of an internet shestalker

It is my guess and opinion that the commentary included in the previous report is a product of a disgruntled former employee who is jealous and could not make a living running a business and is, in my opinion, simply greivously jealous of Brien's success in the marketplace and the fact that he has moved on and no longer has anything to do with her.

Brien is a reputable appliance dealer and has a long history of being a corporate approved factory authorized dealer for major appliance lines nationally. He now operates in 2 states and has a vast list of satisfied return customers. He is also HIGHLY recommended as the service provider of choice for numerous new dealers in the area - call around - even the box stores will tell you of the competency of his staff. This internet service is a disservice to all companies everywhere as they will not "technically" permit me to sign my name, nor do they compel others to do the same. Any disgruntled former employee can say whatever they want, even if it is untrue and a businessperson cannot even defend themselves by punishing their accusor for lies and misstatements. I stand behind Brien 100%.

I am a CPA, have a master's in business and am licensed to practice in Kansas and Missouri. My family has lived in Belton for 5 generations, where Brien's business began 20+ years ago. He has a successful business because he is good at what he does and he helps people. He is a good christian man and advertises in the Shepherd's Guide for those of you interested in his beliefs.

To the previous posting I say, move on and get a life. Don't try to bring others down to your level. And by the way, don't do drugs. God Bless Brien and each of you for not believing lies posted by potheads.

In every business, there is a disgruntled former someone, staff person, ex-wife, ex-girlfriend, ex-friend, someone - each of us has had these people in our lives. For most of us, when a relationship terminates, as they inevitably do, we move on and do productive things to help people and find things in our life that make us happy. For a random few, they can find nothing better to do than to dwell upon the fact that someone else is doing well and they are doing poorly. They use the internet as a tool to hurt people of whom they are jealous.

Call me, I will tell you what I know about Brien's Appliance and their talented staff of professionals, (redacted by ROR). I am not afraid to tell you who I am and I won't hide behind "anonymous" to give my opinions, either. Why be anonymous? If I were aggravated at poor service, I would glady list my real name. Unless I was not a customer at all, just a disgruntled and jealous former someone who really needs to just move on. I don't think you will be finding their name in the Shepherd's Guide.

The more I see from her, the more I feel that she is a disfunctional she-stalker eaten up on the inside from her own petty jealousy with nothing better to do than harass others and be petty and jealous. It just proves my point to see that posting. Don't discount Brien's because of some nut somewhere. It makes him a victim, think of what you can do to make the world better. Let's start with not being hateful and petty. I am placing a link to the Better Business Bureau so you can see - this internet she-stalker could not post her garbage there - the Better Business Bureau actually contacts and verifies their complaints - you will see Brien's stellar reputation there and no anonymous she-stalker. Apparently she has nothing to say to a reputable business review company who holds people accountable. God Bless.

Contact www.BBB.org for the truth about Brien's Appliance, Inc.

Joy ( last name redacted by ROR)
Belton, Missouri
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#6 Consumer Comment

It's well known that Briens' rips people off.

AUTHOR: Concerned Citizen - (U.S.A.)

As far as a former resident of Belton, where Briens' was for several years, it was well known that he rips people off and bullies them. On at least one occasion, he did indeed mace a customer who came in to compain about cheating him. This was when he was open on North Scott in Belton. There was a police report filed at that time, but it wasn't against the customer. It was against Brien.

Also, on his website, from what I've seen, some of his testimonials are from his family members, most notably, his wife, the "CPA".

Possibly he moved out of Belton and into Grandview to do business because he has already burnt as many people as he could in Belton.

So to close, I would recommend NOT going to Briens'.
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#7 UPDATE Employee

The Truth...

AUTHOR: Brien's Appliance, Inc. - (U.S.A.)

Ms. Anonymous (and we know who you are),
Yes, the information you quoted from our website is correct, we do offer a 3 year guarantee and we do offer in-home or in-shop service. The guarantee states that washers have one year parts and labor, second year parts only, and third year transmission only. This guarantee is clearly displayed on the receipt and was provided to you.

This is a guarantee, not a warranty. We cannot legally warrant a manufacturers appliance because we are not the original builder/designer of the appliances. However, all appliances that have a potential to be placed on our showroom floor have been completely gutted, parts replaced, and are thoroughly tested before we offer them for sale. We offer one of the best guarantees in the industry for used/rebuilt appliances.

However, you failed to mention in your complaint about anything from our receipt that clearly states: "We will only service items brought to the shop by purchaser at purchaser's expense" and "keep this receipt for reference, all claims must be accompanied by this receipt". We will honor the repair on your appliance, as we do on all appliances that we proces, per company guarantee as is stated on your receipt. The original receipt is required for proof that it was purchased here and you would need to bring it to our shop for service within normal business hours.

Now that I've explained the guarantee and how we do business, I'd like to address the rest of your comments:

You called twice before arriving in person and both times you were advised that you would need to bring your appliance to the store and we would honor the guarantee. You decided to show up in person and was told the same thing a third time. You asked to speak to the owner Brien, however, Wally is the Office Manager and handles all complaints. Furthermore, Brien is a 23 year veteran service technician and the business relies on him rebuilding appliances and he stays very busy doing so.

Furthermore, you refused to accept our policies after repeated explanations. At no time did we refuse to repair your appliance! We only ask that you bring it to us accompanied with your receipt. To the respect of our employees and other patrons, we cannot allow an individual to become loud and disruptive in our store. The police were called due to you being argumentative and refusing to leave after you were politely asked to leave.

We are in business because machines fail. If the machines didn't fail, we wouldn't be in business and there would be no used/rebuilt appliance stores. We did not make, design, or manufacture the failed component of your appliance. We offer in-home service on appliances that are brand new. We offer in-shop service on rebuilt appliances.

If you would like your appliance repaired, please abide by the receipt and we would be happy to honor our guarantee.

Toni
Webmaster
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