Appliance Exchange of Utah Mr R Thornton, owner Barbarous Swindler or Incompetent Company gives customer the wrong freezer. Orem, Utah

Dishonest Company swindles customer who has fallen on hard times.

After being unemployed for 2 years, when our freezer broke we didnt have the money to buy a new one. We turned to looking at a Used Appliance Store.  Since I work out of town now, my poor wife who is disabled due to severe nerve damage
has had to deal with a never ending dilemma.

We purchased a used upright freezer from Appliance Exchange of Utah on Saturday August 25, 2012. Prior to picking it up, they said that they would plug it in over the weekend so that I could see that it worked properly. When I went to pick up the freezer on Monday the freezer was not plugged in. The manager over the freezers/ refrigerators(Neil)guaranteed to me that the freezer worked great and that he personally checked this unit out himself. Being naive, I paid for the freezer & made arrangements for it to be delivered which cost me another $50. As soon as it arrived, I plugged it in. The motor turned on but even after being on all night, nothing froze & the temp only went to 22 degrees. I called Appliance Exchange of Utah,they said I would have to return the unit for them to look at it. So I had to pay someone to take it back costing me another $50. It has now been over 2 weeks now and they still do not have the freezer working correctly. They have my money and I have already spent $100 in delivery costs. Plus I will still have to pay to have someone deliver it once they finally fix it(if that ever happens). Through it all, I could have bought a brand new freezer (scratch-n-dent)model for less than what this used 8 yr+old model is costing me. I told that to Neil and he said that I should have bought a new one.  

I filed a complaint with the BBB, and Toni from Appliance Exchange responded with: I did not  know there was a problem with this customer; Sally was in the store on Thursday September 13th, to purchase a fridge and a stackable washer/dryer. The freezer she purchased is ready and per her husband they said make sure it is in perfect working condition before they pick it up. It is in proper working condition. They have not yet picked it up. I spoke with the employee about his  action and he has been taken care of.  We do not deliver or pick up appliances and never have. It is the customers who needs to arrange this. I have discounted several items to this customer and will continue to do so. If you have any further questions, please feel free to contact me.

Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.) 

When I was in there on that Thursday, it was to check on the freezer and to see if it was finally fixed. At that time I noticed a refrigerator, and inquired about it from Toni. At that time I examined the freezer inside and there were white shelves. This is an important fact that will come out later in this story. At that time, Toni said that they were still checking the freezer and that they were going to have another guy look at it other than Neil, someone who had more experience just to make sure everything was good. 

I understand that the company doesn't deliver however the freezer never worked from the very start. As far as the discounting many items, I do not know what that is in reference to. We paid full asking price for the freezer and stove that we purchased from them. I in turn gave them another freezer and a 3yr old dryer when we originally picked up the purchase of their  freezer/stove. For giving them our existing freezer & dryer, they agreed to give us the extended warranty on the freezer which was $50. We purchased the extended warranty on the stove but not at any discounted price. We want to continue to do business with them and hope to purchase a refrigerator and a washer/dryer combo. If they are making reference to those items being  discounted, they never have made this known to us. 

We feel that because the freezer never worked from the very start, that they should cover the cost at least one way of delivery. It would have been another story if the freezer worked from the beginning and then later broke down while still under the warranty. We understand that it would be our responsibility to get the appliance to them then. I have been working with Toni and she has been very accommodating and helpful so I would really like to get this resolved. I do not think that
they intentionally sold a freezer that was not working but they should stand behind it from the start, at least. 

The exhaustive final straw to this excruciating ordeal was today when my husband went to pick up the upright freezer and refrigerator that we purchased; they gave my husband the wrong freezer. I was not with my husband and he got into an argument with the owner because we had filed a complaint with the BBB.  My husband did not realize that they had switched the freezer from the one we originally bought because he was in a heated discussion with Russ (the owner). The employees went ahead and loaded the appliances onto the trailer.  I only realized that it was not the right freezer when I went to put something in it after we let it sit for a few hours. I opened the door and saw silver shelves. The one we had picked out and bought had white shelves and it also had a temperature alarm at the bottom. This unit does not have this. I also know this to be true because my neighbor saw the freezer when it would not work right when it was originally delivered the first time. He said it is exactly the same one that he has at home! Now the final freezer that they gave my husband is NOT the same model. They gave us a 2003 Frigidaire Commercial Freezer. The one we bought was a 2007 Frigidaire (I had looked at the dates when I originally bought it) but it was not a Commercial model. The one we originally purchased had white shelves and 2 white baskets in it, all matched and fitted. It had a light in it. It had a temperature alarm at the bottom of it. It was dated 2007. The Commercial unit they gave us has silver metal shelves and one white basket that does not fit, no light, no alarm, dated 2003, marked commercial on front of unit. 

This was not or could not be just a minor mistake since they put your name on a piece of tape and put that on the front door for the unit that you are buying from them. This was blatant  dishonesty to the fullest extent. 

In all we have purchased the Upright freezer, a refrigerator, and stove from them.  Three appliances too many.  

August 25 We Purchased a 2007 Frigidaire Freezer from Appliance Exchange of Utah, leaving a deposit of $10.00
August 27th, Sally paid ($200) remaining balance of freezer, and made arrangements to have it delivered with independent deliverer, referred by Appliance Exchange of Utah.
August 28th Freezer was delivered.
August 29th Plugged in freezer and put ice cream in it. Made sure temp was set at 0 degrees.
August 30th Temp was only 22-26 degrees and ice cream was soft. Since Mike was out of town, I called my neighbor to see if he could look at it where he made comment that he has the exact same freezer.
August 31st Called Appliance Exchange of Utah about Freezer not working 
Sept 7th Mike calls and spoke with Russ, the owner, who said that it was our problem to get it to them and they would not offer any reimbursement in delivery fees incurred even though the unit never worked to start with
Sept 8th Mike returned freezer to store for repairs
Sept 10th Sally Called and spoke with Toni to find out how long repairs would take.
Sept 12th Sally Called and spoke with Toni to find out progress of freezer repairs.
Sept 13th Sally Went into store to see what kind of progress was being done on freezer, spoke with Toni and she said that they would have a more experienced Technician look it over the following Monday before releasing it.
At this time, I (Sally) noticed a small refrigerator and inquired about it. I also asked about a washer/dryer combo unit?  Toni said they would check out the refrigerator thoroughly before we bought it so to avoid the same thing happening as with the freezer.  
Sept 20th Sally went into store and talked with Toni about the refrigerator to see if it all checked out. I was told that it was running and good to go. 
Sept 22 Mike picks up Freezer and Refrigerator 
Sept 22 We realized they SCREWED us over.