Fred's Appliance — Local services in Kennewick

Buyers Beware!!! I recently purchased a new fridge from Fred's Appliance. I already knew the make and model I wanted and waited until it went on sale in the area. I started with Fred's because of their reputation. Went to the store and the salesman was very friendly and helpful. He matched the sales price from other stores and even offered to store it until my kitchen remodel was completed. So far...so good. Delivery day. Although I think that delivery and installation should be included with such a large purchase, I went ahead and paid the fee. Two delivery/installers arrived on time and were courteous. After a bit, it was clear they were having trouble just placing the freezer shelf/ice tray inside and I offered some suggestions. He stopped, looked at me with a scowl and said "we know what we're doing, we've done this many times". Clearly not!!! Anyway, after visual inspection and what I thought was correct installation, I signed off on the paperwork. After a couple weeks, remod was done, allowed for settling, but the fridge just didn't seem right. Doors wouldn't shut right, unstable and clearly not level. I called Fred's and asked to have technicians come out and install properly. Answer: "Sorry, can't (or won't) help you. You signed off as completed and only had 14 days for any subsequent adjustments. Call the manufacturer and maybe they can help". Really? Called the manufacturer and they walked me through the leveling, stabilizing and adjustments process. I even sent them a picture of the freezer shelf/ice tray and they said incorrect installation and helped me do that too. Anyway, not am I only supposed to visually inspect for damages, but apparently I must also know how to install and recognize a correct installation as well. The only thing I "recognize" at this point is the incompetence of their "professional" installers and the serious failure and negligence of customer support/satisfaction. Never again Fred's Appliance!!!!

Edit#1: After further inspection, I noticed the bottom hinge on one of the doors is actually bent downwards, which would explain the difficulties adjusting the door (which I had to do myself...see above). Not really Fred's fault, but should have been recognized during installation. I have their " professional" technicians coming on the 28th to resolve the door issue and diagnose the faulty seals on the freezer door. Should be covered under extended warranty, but we'll see. I sure hope they don't ask me to sign off on their work. Cuz as is their policy not to back the products they sell or to correct their incompetent installation after signature (which apparently I should have known), MY policy is to never sign off on anything this rip-off company provides (which they should know). More to follow...

f I could give separate reviews for the technician and Fred Appliance Office … The tech would get a 5 out of 5 and the people who send the bills would get 1 star out of 5… for the following reasons:

The tech told me I would receive a bill in the mail for the “trip charge and labor”. He said to ignore that bill and wait till the work was completed then pay that bill.

Jan 25, 2016 The tech arrived on time with all the parts. After replacing the dispenser assembly the existing auger motor was now working and did not need the new auger motor. After the Evap cover was replaced the tech collected his tools and garbage and gave me his cell number to call if there was and problems. He also gave me the invoice for the ordered parts and explained that I would not be charged for the auger motor. He also said there would be only one trip charge and 1 hour labor.

When Fred Appliance office sent me the bill they charged me for two trip charges and two hours labor and the auger motor that was sent back with the technician. And the invoice was only 2 line items so the extra charges and the auger motor were buried in one line. Fortunately the tech had given me his cell number so I called him and he contacted the office and had them send me a new bill with a line item for each part and separate lines for labor and trip charges.

And I subtracted one star for: two out of three letters they sent me … the invoice in the letter was glued to the envelope which required me to actually tear the invoice in order to get it out of the envelope!! The first time I called the office and let them know.. Which they responded with something like “ It must have been an accident!”. If I was a office manager there the first time I would have thrown out the glue and given them a scotch tape dispenser.

The parts were guaranteed for 90 days but the labor was only good for 30 days. Which suggests Fred Appliance management doesn't care about the customer at all. Remove one star for that! Ive read a lot of Yelp reviews for Fred Appliance and thats the general impression given from other customers,...

It's very clear these people care very little about customer satisfaction based off the ignored reviews on both google and facebook. But on to my first (and last) visit.

I originally went in to view Bosch dishwashers as well as schedule a service for my washer and dryer. I was quickly told they have no Bosch dishwashers available for me to look at (Don't their commercials state "If we advertise it, we have it!")? Apparently not. I am then told even ordering a Bosch dishwasher is incredible difficult but they can sell me one with their $300 service contract. They also don't do any installations, they outsource to a third party and cant provide any details about availability or price for the service.

I then asked again about scheduling service because it seemed to be ignored after they realized I would not be purchasing anything on the spot. I explained I worked Mon-Fri 9-5 and asked how late they come out and if they are available weekends. He stated they "really want to be done before 3pm" and don't work weekends, but he explained I could just take a day off work if I wanted service. He added they are 3+ months out, so I said go ahead and set up and appointment as my work schedule might change by then. He then states their service is separate and he can't help me, but they can call me to set it up.

The third day is approaching and I have still not receiving any communication about setting up an appointment. It is very clear they have no interest in providing any type of customer service and if you don't make a purchase on the spot they prefer you don't even deal with them. I also suggest you look up their penalties for illegally selling service contracts. Horrid business practice and I would recommend ANY appliance store before them. Oh, and Best Buy has all Bosch dishwashers on display, a feat seemingly incredible...