Homewise Appliance — Attraction in Concord

RUN! This business is extremely unethical and they do not follow there own policies. They will hold you to there policies tooth and nail as well as they will have you chasing your money down. Do not do business here under any circumstances. This has been the worst experience of my life. Unfortunately, we still have money and appliances locked up with them. This catastrophe has taken place since September. We ordered several appliances through Manny, 4K or so worth. I was told it would take until November due to Covid to get some things, I understand there is no control over this. We used our fathers card, as we were purchasing a house and we're not able to make any major purchases. Manny knew we were using his card and he knew he was not in state as he took all of the information down. He neglected to tell us the card must be present when picking up appliances. We were not told until we went to pick up the fridge that the card had to be present. The card was not supposed to be charged, it was charged. We had to give a different card and wait for a refund, it took several WEEKS to receive a refund. After getting our fridge, a huge crack appeared in the freezer. We specifically rented a uhaul for the refrigerator to ensure there were no issues installing it or transporting it. We had to fight with manny and Nelson to have a new one exchanged. We had to repeatedly call to have this completed (it eventually was). We then received a call and email from manny our dryer would be available for pick up 11/6, finally. (He called less than a week before it was supposed to be ready) We went to pick it up and we were told it was delayed(again) and they were shocked we were not called. Again, we had to fight to be reimbursed for gas. After calling to ask about this we were apologized to and told we would be reimbursed for the gas. We didn't receive the refund and we were later told by manny very smugly "we got a pedestal and it wasn't a wasted trip and that I had to buy the dryer with them or I wouldn't get reimbursed for gas." I'm not going to drive 3 hours just for a pedestal , I would have waited. Eventually, we were refunded. We kept getting told "your dryer was delayed and that everywhere is having this issue, if I try anywhere else I'll end up at the bottom of a waiting list. " Out of curiosity we ordered one from Home Depot and got it in less than 2 weeks! I am now chasing THAT money and am arguing with them to get my money back. We are currently waiting on our last pedestal. I wonder if we will get a refund or our pedestal after this review. Based off of how they are conducting business I seriously doubt it, but I don't want to see anyone else go through this. This has truly been a nightmare, I understand Covid has caused complications but there's no need for the lack of ethics this business does. There is a reason they are less expensive, you get what you pay for. Lesson learned I will be spreading the word so no one has to ever go...

EDIT: I am updating my review based on the service I received from Tina and Jane from SPS (Airport's premium installation contractor). Their communication was great, and worked with me for a great resolution to the issue. I'm very happy now!

The sales experience of purchasing the range hood with Curtis F. at this location went well.

The installers came out for a pre-installation measurement. They said they wouldn't do the finishing work such as paint. They said nothing about needing sheetrock/drywall. We said we were OK with finishing the paint ourselves. When scheduling the install, the customer service rep said we were getting the best installers they have who do beautiful work, so I was looking forward to this!

Day of installation, as they're finishing up, the English-speaking installer asked if we had sheetrock so they could patch up the ceiling. We did not have any on hand, and were unable to leave the house to go get any. They did not offer to go out and get any drywall themselves (there was an ACE hardware store 0.9 miles away). The installer said that management tells them not to carry sheetrock/drywall with them because it slows down and makes them late for their other installation jobs. Since they made no offer to finish the work themselves, we said we would look into hiring a handyman to patch it up. He had the nerve to ask for a 5 star rating on his way out the door.

Well I’ve contacted a handyman I've worked with several times in the past and I've been happy with their work, who said it would require removal of the island range hood to patch up and it was out of their scope. Another GC said they can do it without removing the island hood for $320.

So we paid $1k for installation of this range hood with unfinished work. Joe of the Airport installation dispatch team said the installers are willing to come back out for $250 to finish it, which is ridiculous. The claim in their notes is, "Customer agrees to have GC do finishing work." No, we agreed to finish the painting. We did not discuss who would patch up the ceiling.

I would have been happy to pay an additional fee for them to pick up the drywall and patch up the ceiling at time of installation, which they made no offer to do so, so that seemed off the table.

I have called and left a voicemail for Curtis F. the Concord location with no response. Multiple calls to the installation team, including multiple conversations with Joe, have gone nowhere and I keep having to call to follow up. on Thursday 7/24, I was told they'd call me back in several hours--it is now Monday afternoon with no response.

I will never recommend Airport Appliance for installation, ever. Do yourself a favor and go appliance shopping/installation...

Reprehensible experience from the start, still unfinished

2/6/19 7 weeks ago I had a frightening delivery experience with an abusive delivery person. Despite my repeated demands that he leave my home, he delayed his leaving with behavior that was menacing and aggressive. I immediately reached out to Airport Home Appliance via phone and email to report my experience.

Airport Home Appliance, specifically Tom West the eCommerce manager, refuses to take seriously my concerns for safety. HE and his colleague have outright dismissed me and placed the burden on me to police their contracted delivery company. Mr West’s colleague asked me ‘Have you called the delivery company?’ Mr. West told me that ‘the delivery company defended their guy.’ The meta message here is, we don’t believe you and we don’t care about you. It was shocking to hear that from TWO employees.

No customer with an expectation of service and safety in their own home should be expected to manage their own delivery to the point of contacting the delivery company contracted by Airport Home Appliance. It is beyond ridiculous and it is irresponsible.

Instead of dealing directly and appropriately with my concerns for safety in my home, Mr. West has obfuscated the issue of safety at every point of communication, focusing instead on a discount for an item I have yet to receive.

4 weeks ago I left multiple phone calls and an email for Mr. West that went unanswered.

In response to me expressing my concerns regarding Mr. West ignoring my phone calls and emails, he told me that he ‘gets dozens of calls like these’ His comment failed to inspire confidence in me and I doubted that my item would be delivered to me without incident. When I shared my skepticism of his further handling my concerns for safety he threatened me with a refund. All of this knowing that I have waited weeks for an item he promised to order for me on December 19, 2018. His behavior is appalling.

In every communication Mr. West has made empty promises. He and his colleague have dismissed and denied my concerns for safety in my home. All of this and my item that should have been ordered on December 19, 2018 has yet to be delivered.

Airport Home Appliance is not concerned with safety or customer service. The comments of their manager and employee attitudes reflect an environment that perpetuates the acceptance of abuse toward women in our culture. This is...