Ted's Appliance LLC — Local services in Kalamazoo

Went to Ted's Appliances in late July to get a replacement washer for a rental unit. As of this writing, August 16th, I might have a working unit. I'm really not sure.

The unit I purchased did not work properly out of the box (it failed completely at the spin cycle). I was understanding - it happens, no big deal, right? Since there was a guarantee, I requested that they take a look at it and figure out what was wrong. Serviceman no-call-no-shows me for the first appointment. They claim they tried to call me. My phone was with me and experiencing no difficulties so far as I could tell. Since they didn't leave a voicemail there's no way to be sure one way or another. At this point I'm still quite willing to give them the benefit of doubt.

Three more days later, I get a guy to look at it. He confirms it's broken and says they need to take it in to service it. So that get scheduled for two days later. Again, no-call-no-show but they insist they called me. I had received phone calls from other companies all day, had my phone with me at all times and even called them earlier that day to confirm that, yes, someone would be there, but they said they won't stop out unless they call right before they show up and get an answer. The man at the office is, furthermore, incredibly rude about this.

Two more days and I get someone out there to pick up the washer. No loaner was offered nor any mention of how long it would take. Two days later, I had to call them to find out they were bringing in a washer from the Battle Creek store as a replacement. The replacement washer (which was a completely different model) is out two days later (so six days from when they said the washer was broken), but it does not work. It does not even start, immediately displaying an error message. My tenant says that the serviceman left as soon as it was hooked up and turned on, with no further testing to confirm it was working. Just "it has power, the lights are on, have a nice day."

I get another tech out to look at (several days later, despite my protest on the timeframe) and, sure enough, it can't be fixed. At least this time they agree to swap it at the same time they pick up the old unit. They again insist they tried to call me to confirm delivery but I didn't answer. This, time, though, I call them before they close and insist that they deliver that day. They do, under protest, bring the unit (another completely different model) they hook it up, my tenant insists that they run a cycle to ensure that it works and, lo and behold, this one doesn't work either.

For those of you keeping score, that is THREE defective washers - THREE broken appliances they have had the audacity of installing in my rental under the pretense of selling me a suitable replacement.

The next time I called, I was assured that the replacement would be brought today. The replacement did, in fact, come today. It was a completely different model for any of the previous (so the fourth model that had been brought) with a missing faceplate (so I don't actually know what make or model it is). My tenant tells me it's run through two full loads of laundry without breaking down, but I don't have high hopes for it and, frankly, Ted's can keep my money if it breaks down, provided it means I never have to deal with them again.

As far as I can tell, they didn't actually break the terms of sale, which allows for replacement by way of substitution, but customer service isn't about what you can get away with without technically breaking your agreement. After the fifth or sixth time talking to them, I came to dread my daily (or multiple times daily) call to Ted's to try to get a washer I had already paid for.

I give them 0 out of 10, 1 star (because it won't let me give them zero), F-minus-minus and will never EVER deal with them again, even if it means the washer breaks down today and I have to replace it out of pocket.

UPDATE: I forgot to update this. The washer worked for 7 days and then broke down. It was used a total of 5 times. Did not work with...

ABSOLUTELY TERRIBLE CUSTOMER SERVICE!!! Technician was over 2 hours late and didn't call to inform me of the delay until he was already over an hour late. Technician offered me no diagnosis for the problem I had with my washing machine. All he offered me was a suggestion that I buy a $375 part from him that, "might fix the problem". However, Ted's personnel in-store wouldn't stand behind his diagnosis and offered me ZERO guarantee that this part would fix my washing machine (I would potentially be out the extra $375 and still not have a working washing machine). Technician said they might have a used part at the store that would work, but even after I visited the store on THREE separate occasions, I never heard back one way or another whether or not they had this part. They seemed to have forgotten (or not cared) about looking into this situation for me.

So after paying Ted's $80 and wasting 4 hours of vacation from work (for the appointment that was 2 hours late) I still have ZERO resolution one way or another to my situation. I even provided the error codes from the diagnostic mode of my machine to see if they could pinpoint the problem but was told that they didn't have any record in their manuals of my model number of washing machine ever existing. Even though 10 seconds of Google investigating can prove that to be incorrect. No one at Ted's was willing to put in any amount of effort or follow up to my situation whatsoever.

I also think it's worth noting that the technician as well as sales personnel I spoke to in-store seemed VERY interested in offering me trade-in value for my (almost brand new) washing machine. I imagine in an attempt to fix my washer themselves and turn it for a nice profit.

Bottom line, Ted's Appliance doesn't appear to care about basic customer service. If you have a broken appliance that needs repair, you better just hope that it's a quick and simple fix. Because if your repair requires ANY amount of critical thinking whatsoever, you're much better off...

The most unprofessional place I have ever seen!!! I was in 2 days prior with a model number and pictures to my dryer that I wanted to sell them. They quoted me 100 to 150. It sells at ABC warehouse for over 500. I understand they need to make money and as long as they were picking it up I agreed to the deal. I also needed to order a boot for my new washer I purchased last year froman abc warehouse. They up charged the part 50 dollars compared to ordering it online but again I agreed to do it since they were buying the dryer. This way buying the 200 dollar part and selling the dryer for 100 to 150 it would be very simple and stress free. Well, I wait 2 days for the part to come in and the extremely rude owner and daughter Rachel inform me that they would now only pay 50 for my dryer and they guy who quoted me is really old and shouldn't of quoted me that price!!!! Are you kidding!!! So I wasted 2 days that I could of ordered the part online and saved 50 dollars. I then asked to speak to the owner again and Rachel stated I'm his daughter and he's not going to change his mind. I again said this is so unprofessional I'm asking to speak to the owner. He acts annoyed and walks back out to again tell me he will do nothing to work with me. So with having a family of 5 and the back up laundry I purchased the part for 200 figuring I'd pay the 50 extra today or get stuck at the laundry mat all day probably spending 50 to get my laundry done. I will be paying someone else who runs a professional business to install my boot and will never deal with teds again. Their place is dirty and ranks like cigarettes. How disgusting! And they really should learn to eduate...