Appliance Exchange of Utah - Orem — Attraction in Orem

I don't often write about poor service. I often try to believe that maybe these employees were just having a bad day and I try to give people the benefit of the doubt. I have found with Appliance Exchange of Utah - Orem location that the staff seems completely ambivalent to customers having an issue. I purchased a 2 year warranty on my refrigerator, not even 1 year ago. A couple of weeks ago, my refrigerator started having some problems keeping the food cold. I live in Salt lake City but the Orem location of this company is very close to my workplace in Orem so I stopped by to ask them about warranty service on my fridge. With a total lack of customer service, I was told that I would need to deliver the fridge to them as they did not provide any technicians in the field. This was frustrating but I have a truck and I loaded up my truck today with my fridge. I laid the fridge gently on it's side to transport it more safely in my truck from Salt Lake to Orem. I waited for 20 minutes in front of their Orem location waiting for the store to open. I then went inside as the 2 smug employees saw me outside but just stayed behind their desk. The male employee told me that because I laid the fridge on its side that it voids the warranty. Now, I am becoming very frustrated with the general attitude and lack any customer service. I unloaded the fridge and asked them to at least look at the fridge to see if it can be repaired. I have waited all day for someone to call me and let me know what is happening. When no one called, I phoned them and was snidely told that they would not look at the fridge until tomorrow, guess because of the compressor. If they would have simply explained to me at the time of drop off that they would need to let the unit sit for 24 hours because of the compressor, I would have been totally fine with that. I would not recommend Appliance Exchange of Utah - Orem. Their customer care is NON-EXISTENT. There are a lot of great people out there looking for jobs that could do a far better job than the staff at this location is doing. Come on Appliance Exchange of Utah - Do better!

So - As a follow up on this terrible experience with this "so-called" company. Their employees just called me (20 minutes after posting my original review). They were very angry that I had posted this review. They told me to come pick up my broken down refrigerator and that they would not fix it or honor the additional money that I paid for in getting 2 years of warranty. Keep in mind that this fridge is not even 1 year old and it clearly shows the lack professionalism in this company and their employees. This is a complete failure for them as any kind of a trusted and reputable service provider. Appliance Exchange of Utah - Orem had a chance to get a great review from me if they could have offered a small amount of courtesy and customer service. I will now happily pay for a very nice expensive new fridge and take my business to a reputable company and stands behind...

Not a great experience...go elsewhere. We got a fridge from them, and transported it according to instructions. It never cooled after plugging it in. We gave it several days to see if it would somehow start before contacting them. They were nice and offered to exchange it. Since the only fridge that would fit in the space cost more than the first one, they were really kind and didn't charge us the difference. That fridge worked for about a week, and then had the same problem....stopped cooling and wouldn't get cool again. When I contacted them again, they said to bring it back and they would do the same thing for us that they had previously done, or they would refund the money. When we got there, they told us a completely different story...they wouldn't refund us, and they were going to charge us more for the replacement fridge. They said that it was because the temperature dials on the first fridge had been adjusted, and that is what made it not work. I explained that we had waited for several days before adjusting them, and I only adjusted them to see if it would make a difference (and if they shouldn't be touched, why are they there). I asked her if the original fridge was working now, and she said she didn't know. After talking to them for a long time, they agreed to exchange the second fridge for a third one without a price change (they changed their minds about giving me a refund, like they had said they would over the phone), but they would only do it without the 30 day warranty. I didn't know what else to do without being stuck with a bad fridge and out the money. So we did it. The third fridge worked for several months, and now it's draining lots of water onto the floor. The guy we had transport and install all of them has done it many times, so it wasn't a problem with transporting that caused any issues. We were just sold defective appliances -- two of which were nothing but warm food chests. And now we're still out a fridge.

With all the cost of lost food and paying the guy to transport it, we would have been money ahead if we had just bought a new fridge.

They seemed like nice people until the second fridge didn't work. Then they were not sympathetic at all -- she even said I was lying about what she had told me on the phone about giving me a refund. She had given me her name on the phone and everything, and then just denied it all and called me a liar. Extremely unprofessional. I would have understood if she had said that she discussed it with her boss and he wouldn't agree to it, but she just wanted to cover herself or something.

Anyways....we could have given them a lot of business. I work with a lot of places that frequently need appliances replaced, but after them being so shady and rude, I won't go back, and can't recommend them to anyone.

I'm not trying to get back at them by posting this. I just don't want anyone else to find themselves in a...

I recently purchased a washer and dryer from Appliance Exchange of Utah. I was told that they refurbish machines to sell at a discount cost. The salesman, Russ, was friendly and gave a great sales pitch about the machines all working and promised that they had a warranty which would take care of any problems. I trusted him and bought the machines. They did not let me read the warranty or explain it to me, they just handed it to me as I left the building.

The company does not deliver or install their machines. They gave me a name of someone who could deliver my machines for a cost as I had no way to transport them. They were delivered the next day to my garage. I had to pay more for someone else to remove my broken machines and bring the “new” ones in the garage to my basement. I am a senior citizen and could not move the machines.

The next day, I tried to run my first load of wash but the washing machine was not spinning the water out. I went back to the store to tell them of the problem. The independent repairman the company uses to fix machines in the field was there and said he could come to my home right then and fix it, which he did. He said the clutch was defective. He said that he would bill the company since I was under warranty.

The next day I used the dryer, but the machine would stop early before it reached OFF position. I called the store and talked to the salesman’s wife. When I told her about the problem, she said that I had to bring the machine back to the store for them to fix it. Again, I advised her that this was impossible for me with no truck or help and asked if yesterday’s repairman couldn’t come to my house like before since I was still under warranty. She said, “Well, look at the warranty paper and you will see we require YOU bring it back for repairs.” They had never told me about that provision. She said that the repairman had charged them $250.00 to fix my washer and that they refused to send him out again and pay more money. She told me that I could bring both machines back and they would give me a refund me but refused to do anything else to help. Today, the second time using the dryer, the dryer setting dial will not move at all.

I DO NOT RECOMMEND APPLIANCE EXCHANGE OF UTAH. It appears that their products are not fully checked out and refurbished but just cleaned up and resold. They said they had a warranty but DID NOT explain the conditions of the warranty. This continues to be a...