Fred's Appliance — Attraction in Billings

DO NOT BUY THE EXTENDED WARRANTY!!! We are not independently wealthy, but chose to buy a stove, refrigerator and dishwasher package through Fred's Appliance in November of 2019. We were a very easy sale at the time. We had already made up our minds that we wanted to invest hard earned money into appliances we thought would last a long time. We purchased the additional warranty for ~1500+ for all. Our refrigerator has had trouble making ice for the last few months, then quit completely so I called Fred's to use our warranty for repair. Bob told me that Spokane office would call to set up repair time. I was called by the Spokane service department that same day, February 22nd, 2023 and was told the soonest I could have a technician come was March 28th and gave me good name, Sean, telling me he would call me between 0800 and 0900 on the day of. Today is March 28th and I DID NOT receive a call by a service tech during that time period. I watch my grandkids who live a half hour away, so I went and picked them up early to get back home by 0800 for call. When technician didn't call and it was after 0900, I called Fred's in Billings and spoke with Jason who told me that they didn't handle this, they were sales and that I would have to call the Spokane office and gave me number. I was upset because I never received a call at all already and I am pretty certain he could tell. So instead of feeling his empathy for the situation, I felt his lack of, by tone of his voice (probably responding to mine as i was upset, but not rude, that is not my nature)he said there wasn't much he do, though offered to email someone. This was after I had tried the number he gave and couldn't get through. So, I did try again and got Jeb who told me that it would be Randy's and he should be giving me call, but he would look into it and get right back to me. Then Lisa got on the phone from Spokane office and told me the technician no longer worked for Fred's and they were an hour behind us and I was on her list next to call. Again, she was just the messenger and I was upset because I hadn't heard anything until I called and I have a schedule, too. Unless, it happened today that the technician no longer worked for Fred's, which Lisa didn't say, I am upset that I wasn't notified much sooner than the scheduled day! I waited over a month for this, and this really seems like poor business practices. Now, I must wait a week for one to supposedly come again. After reading the other reviews about the extended warranty and service, I am very worried and bummed that we may go through more trouble before gettingany resolution... though it is post pandemic, still no excuse for poor service. Again, I feel I should have been notified much sooner than the day scheduled, UNLESS the technician quit this morning! They only schedule Tuesday's, too I was told....

~$1500+ dollars. Our refrigerator quit...

We decided to come to the Billings Fred’s Appliance store to get our Dryer.. I called and talked to a sales rep.. he sent me an add… and we decided to get the dryer in the add for $549.00 . I called the rep and emailed him we wanted this dryer, when we get to the store.. to pay for the dryer it was more.. and I said why is it more.. on the add it said .. $549. she says.. oh the Sales Rep added the hose and electrical attachment.. and we said we wouldn’t need that .. so she took it off and said that will be $550. I paid it.. she had no explenation for the $1 dollar difference. so when I got home I called the office talked to the Store Rep that sent me the ADD.. and I said.. I know it’s only $1 dollar but there should have been a conversation about the difference.. I told him I would of been happy to Pay it.. and NOT cared at all.. its a dollar… and I said.. I don’t know how embezzlement works.. but if you add a dollar to every cash sale you sell.. thats a pretty good check.. you get paid by commission. .. and the whole time I’m telling him this not once does he say I’m sorry I did that, late eave. Next day some time by, before this Rep sends me an email . that says … I will tell you now I’m the one who wrote up the slip and made it $550. and that the money went straight to Freds Appliance.. I said .. why then did you not have a conversation about it.. I want that dollar returned.. he said .. Ok, a week went by.. and I wrote him another email.. and he said.. I’m so sorry but we don’t send cash in the mail.. I’ll have it here when your in town to pick it up.. so I said.. okay.. Turns out I came to Billings.. a few days Later.. and thought, I’m going to stop and get that cash.. so I stopped about 4:30 in the evening and the REP i had been emailing and had this issue with was gone.. so I said to one of the other reps.. I came in to pick up a dollar.. that the other rep said would be up here with my name, and this Rep says $1.. yep.. $1 dollar I said.. so I told him what happened and why I came in for just a dollar.. BUT it‘s the PRINCIPAL, this guy charged more money then, had I not questioned it yay for him. But I did, The advertise add from the day previous said $549. I expected to pay that or there should have had a conversation. Well I get the $1 dollar walk out and feeling kinda of stupid.. i thought to myself.. I’m going back in.. so I did, and said I feel really stupid.. I‘m sorry.. and the Rep said .. Oh please don’t be, I was just telling my co workers.. you know how (HE) does this sometimes.. and I thought to myself.. I’m so glad I came back in… Folks its ONLY $1 … who others has he done this too.. NOT...

Decided to buy Miele dishwasher from Fred's after first a Samsung then a Kitchenaid bought elsewhere were constant problems. Fred's has a good local reputation and I think deservedly so. I realized I'd have to spend more. But drain light started coming on immediately. After installed, light started coming on, hard to make it run. Different man came back, said either a lemon on installed incorrectly. It worked awhile, then dead in the water, drain light again. Drain pump once replaced. Another visit, once just to remove pipe and drain it backwards then happened again. Dealing with it intermittently for months. Can sometimes turn dishwasher off then on and will work awhile. Can't call for fix then because it is temporarily working. When drain pump was replaced; had a small metal part loose inside. Thought I was done with it. Now drain light on permanently, won't start at all. Miele from Spokane headquarters now calling to schedule fix after I called local store. Says only one drain pump fix by their records so need another try at fixing not replacing. Coming out again 5 days. Pleasant enough people to deal with, especially since I'm less than pleasant now, but I paid up a bit in price for this dishwasher so I wouldn't have to deal with this kind of issue again and again so soon. If pump is out again it's a bigger problem that likely won't be diagnosed, so it should be replaced. In 5 days repair man will likely say "need to order part" and wait another 3 weeks, like last time, without a dishwasher, as usual, nothing working a month. I history is any guide, will happen again and have to deal with it again. Again people are pleasant enough, just a dishwasher not the end of the world, but may not buy there again. Writing this because after buying a Miele from Fred's expected not to deal with this. Thought at this point time to replace the whole unit.

UPDATE 8/1/18: Had to update and admit they were right. Repair man found drainage issue and fixed it. Not a dishwasher problem. Replacing dishwasher would not have worked. I was skeptical but it's worked now perfectly for several months. It was installation issue. Aggravating since it wouldn't stop but it was but not Fred's fault. Miele washer is working now. 5 stars for saving me from getting new unit just to have it...