US Appliance — Local services in Auburn Hills

My father and I used this company for one of our investment properties a little over a year ago and were very pleased with the service and product we received aside from a little bit of damage to the dishwasher that did not show, so we decided to go with them again for a new apartment we are building for me. I am very unhappy and frustrated (to say the least) with this experience.

It took a month to get the appliances, which was okay at the time as the building was not finished yet. However, they said delivery would be 1-3 weeks and we ordered on July 22nd and received them on August 23rd. We inspected the appliances by cutting off the sides of the boxes and checking for damage. The men who delivered them were behind schedule and were rushing us to finish, but I inspected every side for scratches and dents by cutting the cardboard off the sides with a box cutter. Everything seemed okay at the time, and we signed the delivery papers and the men left.

As we were moving the appliances into the garage, we picked up the oven and noticed the leg was completely bent. (Not noticeable upon first inspection. We set it down and upon further inspection, noticed that the hinge was also bent and the oven does not close at the bottom. This damage was not noticeable until it was picked up off the ground and looked at from the bottom.

I sent two emails to US Appliance (with photos), asking for a resolution to the problem, and both of them were completely ignored. I called and spoke to a woman in customer service who was very rude and they are unwilling to do anything for us. She kept saying that we "failed to adhere to their 24 hour damage policy." I can't report damage I don't know is there. This damage is more than cosmetic and can not be seen until you physically pick up the oven and look underneath. I expected them to be a little more helpful than they were. She told me to call Frigidaire.

I called Frigidaire and they arranged to send one of their authorized technicians to come out and look at the stove. I was told that fixing it may not be covered and I would have to pay out of pocket to fix the stove so it could be used. ( a brand new range, still with it's protective covering.) The technician came out and after looking at the range, told me it was not able to be repaired. He said that because the box was not damaged, this is most likely something that happened in the warehouse and that it was completely structurally damaged and could not be used. It had most likely fallen off a stack in the warehouse. He said it has what is called "concealed damage." He reported it to Frigidaire, who then says that they will NOT be replacing it, to contact the company I bought it from. I called US Appliance again and explained the situation, and they basically told me I am SOL, and they will NOT be replacing it because I do not have the original box it came it. (The one we were told to rip off to inspect the appliances.

I am now without a range oven (even though I paid for one) and having to deal with the credit card company to dispute the charges and possibly have to take it to small claims court.

This company is doing nothing but scamming their customers. They take your money and don't care about what happens after that. Go anywhere but here. I wish I had checked out their Yelp reviews before buying. Many people have the exact same story as I do. I would never have done business with them if...

We had a very bad experience dealing with US Appliance where we have had to engage the help of our credit card company and attorney. Here is a quick recap: We purchased a brand new Marvel Ice Maker from US Appliance with an extended warranty that was on top of the 2 year manufacturer warranty that came with the unit.

Prior to getting the Ice Maker hooked-up and running, we paid to have a carpenter, plumber and electrician to get the area ready for the install of the ice maker under our kitchen cabinets We were told that the Ice Machine would arrive in 7-10 days and they said it would probably be sooner and it took almost 3 weeks. We connected and first powered on the unit on 3/21/24 After 5 straight days of ice production from the unit w/o removing any ice from it, the bin was just at about ½ full and nowhere even close to the 25lbs that is supposed to generated ever 24 hours We then called US Appliance and spoke with their service tech about the issues we were having and he had us check a few things and then remove the ice and to continue to watch production since it was new We then monitored the ice production for an additional 4 days and then weighed it and the total amount of ice produced was only at 9lbs which then triggered us to call US Appliance back and they then told us that we had to contact the manufacturer directly and this was the first time we found out that they did not make the unit which they represented that they did After working with Marvel, they had their local repair tech come out to our home on 4/2/24. He then confirmed that the unit was hooked-up correctly and that it was holding the correct temp to produce ice and that the other internal knob was at the right setting but said that there must be an internal issues with the unit that would require him to order replacement parts. With this being a brand new unit that has never worked correctly, we called US Appliance to request a return on 4/3/24 and they told me to recap everything in writing so that they could discuss this situation with Marvel. They emailed us back on 4/4/24 and said that we can not return the unit but that they confirmed that replacement parts were ordered and that a tech would address the issue and that it could take up to 2 weeks to process the claim as well as another 10 days for shipping the parts and then whatever time the tech needed to come out to our place. We emailed US Appliance back and told them that we did not want someone to install replacement parts into our ice-maker as that would be similar to someone buying a new car and finding out that the cars transmission was faulty but that they would install a new one in it!!!! US Appliance and Marvel are not good companies to work with as they do not stand by their products and for US Appliance who is a company that markets products on-line, how in the world can you not provide help and support to make a return on a faulty appliance that never worked. I would recommend that you never work with them as they do not stand by...

The appliances were great and the website was easy to navigate BUT that’s where the good reviews end……..I had multiple issues with my order… Website said 1-3 weeks for delivery my order took almost 6 weeks to receive. And I paid extra money for the white glove delivery. Talked to Martha about the delay in shipping and she said it was because I paid extra for the white glove delivery and that adds 1-3 weeks to the delivery. No where on their website do they explain that, and I told her that. She said if I would have called them they would have told me but why if I’m ordering online would I call them??? She made it out like it was my fault!! US Appliance contracts with Valley logistics to deliver their appliances. Valley picked my appliances up and it was almost 3 weeks before they were delivered. They picked up the Appliances in Michigan and took them to Kansas before they delivered them to me in OHIO. When talking to Martha she acted like it their had no responsibility on how Valley delivers your appliances even though THEY are the ones who contracted with Valley. Finally on the delivery date Valley actually contracted with an independent contractor for my delivery. This contractor actually was a furniture delivery company and had no idea what the white glove delivery was which I paid extra money to receive. While at my home delivering my application their truck had a HYDRAULIC FLUID LEAK on my asphalt driveway….they made NO ATTEMPT to put down a absorbent to dry the fluid up…once they repaired their truck so it was drive able they left without telling what I had to do to have someone come out to clean up the leak. After talking to the delivery company they sent someone out to my house the next day…the gentleman they sent couldn’t speak English and they sent him out with a degreaser, dawn dish soap and a 5 gallon jug of water obviously this didn’t clean it up!! Next day they sent 2 gentleman out who also DIDNT SPEAK ENGLISH to power wash the drive which didn’t work. It has now been over a week since I spoke with anyone on what they are going to do to remedy this issue. I spoke with US APPLIANCE and they say speak to Valley. So I talk to Valley amd they say speak to the contractor problem is the contractor will not return my call. SO NOW I HAVE A LARGE STAIN IN THE MIDDLE OF MY DRIVEWAY AND NO ONE WANTS TO TAKE ACCOUNTABILITY!!!!!

SO BE CAREFUL ORDERING FROM THIS COMPANY BECAUSE ONCE IT SHIPS THEY ACT LIKE THEY HAVE NO ACCOUNTABILITY AND THEN THEIR SHIPPING COMPANY CONTRACTS WITH INDEPENDENT DELIVERY...