Public Mediation

Electrolux Major Appliances-Dispute-#2015816

C. M. vs. Electrolux Major Appliances
10200 David Taylor Dr, Charlotte, North Carolina, 28262-2373, United States
Amount Involved: $5,345.00
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Statement of Claim
Complaints Involved (3) - View
Claimant says:
"On May 23, 2011, I purchased a new refrigerator on sale from Lowes. I purchased an extra warantee..5 years. The refrigerator is an electrolux french door type with bottom freezer. It has an icemaker which is the main feature I wanted due to my wifes condition.

It was delivered and it did NOT work correctly. It would not make Ice. I called the number on my warantee and they said it was still within the manufactures time so I had to deal with them.. I called electrolux and they sent out Mikes appliance to repair it.. They came out six times before the Owner , Mike came out and said He was going to condem my electrolux refrigerator because it could not be fixed... Time passed.. I called electrolux for a solution.. they said they would get back with Me.. and never did.. Shortly thereafter, my wife fell and broke her arm and was hospitalized for a long time with complications and it was almost a year before I finally got back with electrolux to get this refrigerator fixed or replaced or refunded... they first told Me that they would do nothing for Me because it has been too long.. then after I informed them of the dates, that the last service man came to repair it.. they then changed their decision but said they would not replace the unit, (they called it an open box unit) but they would pay for the service man and all parts to get it fixed.. A new service company came out... after 3 visits, they left after installing some new parts and the ice maker has not worked since.. I contacted electrolux again and informed them and they said they would either send out another repairman.. (This would be the 9th time a repairman has come to My house to fix this thing) or.. they would give Me back 60 percent of what I paid originally for the unit, If I purchased another one of "their" refrigerators, an electrolux or fridgidaire. She said, I had to purchase them outright and send a copy of the reciept to electrolux... and then they would only send Me back the 60 percent of what I paid on my original one.. When I purchased the new refrigerator at first, it was on sale and I was told it was returned (I can now see why it was returned)due to the ice maker water lines break. They said it was fixed and it has been setting for almost a year in their inventory.

Now after countless phone conversations with the different repairmen (at least 6 different people)... and trying to arrange appointments each time to be here for another visit by the repairmen... I still have a fridge which does not function properly.

I told electrolux I wanted a complete refund of My purchase price.. they refused. I told them I wanted a replacement of the refrigerator with one of like size and type, They refused.

They said the only thing they would do is pay the service men to come repair it... as a courtesy to me... to "make Me happy" or they would give Me in store credit at a rate of 60 percent off a new model.

I explained that I purchased this unit (in good faith) thinking it would work.. and within the first three days, I realized it was not working and called the store I purchased it at for it to be fixed. They informed me that it was still under manufacturers warrantee and I was to contact them.

After a lot of time trying to get someone to help Me at Electrolux, I was informed that they would send out a service man to fix the problem. After missing the first appointment the serviceman finally showed up the next day and said the circuit board was Outdated and needed to be replaced. Two weeks of waiting... before the board was finally sent out. Once installed we thought all was well.. but soon found out it was not and another call was made to the same service company for continued repairs. This went on for 6 visits with a new person coming out each time.. Finally the owner of the company came out and serviced it.. He said it should be producing a lot of ice... but was not and He was going to turn it in to electrolux as a non fixible unit....He said it would be considered CONDEMED. The refrigerator seemed to work but the ice maker still did not work right.. and it has not still, to this day... Dec 21, 2012.

Theresa Jones from electrolux was assigned to my case. After countless calles to her and another service company which she sent out to repair this "Condemed, refrigerator" she has now given Me a thirty day time frame in which I must purchase this new refrigerator. Have another repairman come again or loose the option of being given anything back....

This has been a lemon since I purchased it.. still a lemon..I am not happy with it and have not been satisfied by the service men or by electrolux. I have been getting put off and put off.. time and time again.The repair men have been rude, hung up on Me and tried to talk over Me when I was explaining that it is not My responsibility to fix this refrigerator, it is theirs... Still I am having to purchase Ice at the store for (medical reasons) for My wife.. when I have purchased this expensive machine to do it for Me... What a poor quality unit.....

Thresa Jones the person whom I have been in contact with at electrolux has now giving Me an ultimatum that if I do not purchase another refrigerator from them within 30 days, at My own expense...I will loose this offer from the company.

Thus... My wife still in need of the ice, suffers while we get to look at a NON Functioning New refrigerator with an ICE MAKER which produces NO ICE...

I have also lost several days from work, due to having to wait on these service men who do not like to come out into the country to repair my refrigerator. I have also lost 8 gallons of milk now, due to spoilage, due to this refrigerator.

Where does the responsibility lye?? Me as the purchaser of a new electrolux refrigerator, or the Electrolux company in this problem??? I purchased it in good faith, thinking it will give Me many years of good service...so far, the only service I have gotten seems to be that the service man who came out last, from Old guys Service appliance, says he has the exact model of refrigerator in his home and it has the very same problem... wow.. that was encouraging.. since when he left last.. My ice maker has not produced a single cube of ice."
...
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What Claimant Wants Hide
1. Compensation: 8 days of missed work@40.00/hr Jan 06, 2013 $2,560.00
2. Damages: repair of wooden floor beneath the tiles due to the water saturating the floor. Jan 06, 2013 $500.00
3. Recovery of Losses: Loss of Milk products due to in appropriate temperatures. Jan 06, 2013 $24.00
4. Refund: Total Purchase price Jan 06, 2013 $1,621.00
5. Pay me for my time: 16 hours @ $40.00/hour Jan 06, 2013 $640.00
6. Other – Copy claim to regulators Jan 06, 2013 $14.99
7. Other – Pay for claim posting cost Jan 06, 2013 $7.99
Just make me happy!
Claimant invites Electrolux Major Appliances to make a fair offer to resolve this complaint.
Cash total : $5,367.98
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Respondent's Counteroffer

There has been no response to this claim from Electrolux Major Appliances. This claim will remain posted until resolved
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  • Comment: by Jennifer Sheehy — Online mediator
    • On: 01-05-2013
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  • While I can understand your frustration in this situation, unfortunately you may need to compromise and work with their offer that was made as a resolution (purchasing a new appliance at a discount). Because of the amount of time that passed between when you first followed up with issue with the refrigerator, and then followed up again (by your claim, almost a year), the offer to purchase a new one at a discount may be the best offer you may get. You may not want to purchase a similar appliance from them based on the history, but perhaps it was just an issue with that particular refrigerator, and not with the line in general.
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