Homewise Appliance — Local services in Hayward

Overall, we regret buying our dishwasher from Airport Home Appliance in Hayward. it seems like it was going to be cheaper to buy from them, but in the end the additional fees, rude customer service and cancelled delivery ended up costing us more.

We had never purchased from them before, but the dishwasher we were looking at was a fair bit cheaper than from Home Depot and Lowe’s.

The first red flags came after we had purchased online, and when we got a phone call from them explaining all of the limitations and what-if ‘s that might result in a higher charge or restocking fee, etc. We felt like we’ve already made the purchase and were going to try and see it through. Never have I made a purchase before where it felt like they were setting me up for a little list of ways in which they could charge me money in the future if I didn’t cross all of my t’s and dot all of my i’s according to their policies.

They don’t give you any kind of window until the afternoon before the next day’s delivery. That is already difficult for people who work. Im a schoolteacher and so I have to takeoff a full day of work to be home for a delivery like that. Then, they called during the delivery window, on the day I took off, to let me know that they weren’t going to be delivering after all. This was after phone calls and text messages and emails that I had to confirm availability within one hour or be at risk for them canceling the delivery. Even then, after all of the planning and organization that went into making sure that we weren’t gonna be charged all of these additional fees and stuff that they warned us about, they simply canceled on us.

Even that in itself was not that frustrating. I know that delivery issues happen and sometimes the company just can’t make it happen. No problem. What actually frustrated us was how indifferent the woman that we talk to on the phone was. She could not have cared less. WE had to reschedule for a different weekday - they were not willing to accommodate an afternoon or weekend in spite of them being the ones who canceled the delivery. So, I had to take another day off of work, because even then they wouldn’t be willing to give me any indication of whether it would be a morning delivery or an afternoon delivery so that I could only take a half-day off of work. I understand that they might not have done that as a standard policy but once you’ve already wasted a day of your clients PTO, I would hope that they could at least try to accommodate a little bit more. She was rude and basically just hung up on me when I was trying to explain to her that I already took an entire day off and it would be better if I could take only a halfday.

We had prepaid for the drainage tube that was needed for our brand of dishwasher and we also paid the $50 fee to have them take away our old dishwasher. During installation, they said that they would need an additional extension hose for the drainage. That turned out to be a short, supply hose that you can buy for $8 at Lowe’s (we confirmed this), which they conveniently had in their van. They charged us $70 and we watch the guy hand connect it in less than two minutes. Keep in mind that they charged $50 to haul away our old dishwasher and … $70 to screw in a short hose?! In my opinion, they do this because it’s difficult for you to say no without canceling the entire installation. They’ve got the client over a barrel. They take advantage of you and the fact that they’re already there and they basically charge whatever they want.

Be wary of buying from them also because of their warranty policies. If you do not contact them within 48 hours of installation with any issues, they could care less even if it’s a problem resulting from their installation. It’s basically “good luck to you and dealing with the manufacturer’s warranty” even if the problem was the result of their installation.

All in all, I would say it’s not worth any money that you think you’re saving on the initial price tag if you factor in the up charges and all of the hassles and poor...

I've purchased a couple of dishwashers for our home, our rental, and most recently a subzero refrigerator from Airport Appliance. I wasn't planning on writing a review but was solicited by Airport Appliance to submit one about my latest experience. We initially placed an order for a Subzero refrigerator to replace our older model which was clearly declining - this was in April 2022. The salesperson who sold us the refrigerator told me that the Subzero would arrive around Nov/Dec 2022 due to parts shortage. He emailed my receipt & said he would get back to me with installation cost differences between the subzero installer and independent installer.

5 months later in September 2022 I realized I never heard back from AA & decided to check on the status of the refrigerator. Found out the salesperson no longer worked there and the refrigerator we purchased was no longer being manufactured. My only choice for the built in spot for our fridge was to upgrade to the new model which not only cost more, but would require over a year's wait before delivery (October 2023)!

While I understand supply & manufacturing is out of salepersons' control, we had already been in queue for 5 months for an 8-month wait for a new refrigerator. I asked AA to consider this as AA did not follow up with us when they knew our appliance was no longer available nor did anyone step up to take care of our original salesperson's clients! Had I not called when I did, we could still be waiting on AA. Now the wait would be 18 months total.

Because we would be waiting 1.5 years due to AA negligence, I asked whether they would consider our order date as April 2022 rather than September 2022 and bump us up as we were dealing with a fridge that was slowly failing and didn't want to have to buy another refrigerator while we waited for the Subzero. Once the sale was made, return responses from both the new salesperson and her manager was scarce.

Finally received an email a couple of days ago from AA thanking me for my purchase and inviting my review. I laughed because we still don't have our product. Today I received a call that the refrigerator is ready for delivery after we pay $1028 install/haul charge. To compensate for our trouble, they reminded me that they will later refund $280 off the $1028 install/haul away charge for our $15,176 purchase! I asked whether given our circumstances & the cost of our purchase if they would consider including the additional charges which the sales person said she could not do.

On top of the delay & falling through the cracks with AA, I have to deal with my husband groaning that we've paid for the refrigerator upfront & warning me that AA will charge us more until the appliance is actually in the house. The one star review is for lack of follow through, consideration, and customer care. I originally chose AA for our purchase because their appliance was priced around $100 lower, but after this experience, I regret not using a more attentive and personable company.

UPDATE

Updating this review from 1 star to 2 stars as the customer service manager was able to get approval to refund the cost of the incorrectly sized water hose ($27.12) we were told to purchase as well as $450 to compensate for our trouble (total...

Our family has been loyal customers with your company for years as we remodel or buy and rent out properties. We have always appreciated not only the prices and products but also the service we receive .

Our most recent experience was a very upsetting experience and truly unacceptable.

In August we ordered a full set of kitchen appliances with a great representative, Eric Sullivan. We told him we would need the appliances at the end of September, which he confirmed would be fine. At the beginning of October he reached out and told us our order was ready. We asked to postpone for a week to finish up some things at our rental unit.

A week later we reached out and put our name in queue for delivery. We were given our delivery day and told that we will be contacted the day before our delivery for the time window. In the later afternoon the day before our delivery we had not been contacted so we called the location. They told us that this would be a partial delivery, and that the fridge was not available. The representative Paula was extremely rude and could not care less. After we asked to speak to a manager she said there was none available and hung up on us! We called right back and a manager (Andy?) picked up. He explained that they are unsure what happened to our fridge but we could purchase a higher priced model or wait 7-10 days for it to be in stock. We have a renter moving into our unit 2 days after delivery so we could not afford to wait. We were then given to another manager (Luis J.) who told us it was going to be another 5-6 weeks before the next shipment came in!

Given our situation we had to purchase the high proceed model at a slight discount. We were then told us everything but our fridge will be delivered between 7:30-11 and the fridge would shop up between 12-4 and that they could not be combined. I arrived at our unit at 7:30 the following morning and we received a text at 8:15 saying they would be there in approximately 45 min. Two hours later we were still waiting when we received a text with pictures saying our order had been installed with a pictures of someone else's house.

After calling Luis, the truck finally showed up. The team proceeded to break our pipes under our sink (we were using them that morning without issue. So we were unable to test it. They also did not have an oven. We then had to clarify with the manager that it was added to the second shipment. We waited for the second shipment and when they arrived they were very unpleasant. The delivery driver, Ernesto told us we didn’t pay for installation of the fridge, which we had. We showed our invoice and called Luis who explained to the delivery men that it was included. They were unable to connect the fridge to the valve because they were different sizes so we were unable to test the Ice maker.

All in all we spent over 4 hours on the phone, and spent hours dealing with delivery issues. I truly hope no client ever has to experience anything like this again, we would like to continue our relationship with Airport Appliances but at this point we are unsure if we want to risk having anything like this...