ComplaintsforMolina's Used Appliances

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a stackable washing machine from Molina's Used Appliances on 11/01. The item wasn't new as I was informed and didn't work properly from the first time used. It shook and banged abnormally during the spin cycle, but I thought might be from the feet being uneven. It then started to shake and bang so loudly that the whole house shook from it and often times the clothes were still soaking wet after the cycle ended and I had to remove clothing and ring them out an item at a time. It now shakes so horribly that the entire stack of both washer and dryer move across the floor. This is extremely problematic because the washer is not the same size as the dryer( as I was told it was) and therefore unable to be attached safely to the dryer. I informed the men who delivered and installed the item that it was a big problem about the difference in sizes and the inability to be secured and to please inform the owners and that I would be contacting them. I contacted them and made them aware that the item was not new and was not operating properly from the first day and asked for a full refund. I now know that these need to be purchased as a set to be secured together properly and I didn't feel comfortable spending another $400-$500 or more to purchase a set from them. I feel that maybe this was the intention all along, to force me to spend more money with them knowing that these can't be stacked properly without the match. I was refused a refund from the owner and was treated extremely poorly by him. Another employee spoke to the owner in hopes of persuading him to allow the refund, but it was again refused. I was told it says right on the receipt that there are no refunds, but prior to purchasing when I inquired I was told that the warranty was 90 days. It was not specifically pointed out that there were no refunds. Regardless of their policy the item was not working. Their policy should be that the items work and that information told during a purchase is correct.

  Business response

  03/08/2022

  Molinas used appliances is a company thats been in business  for over 15 years , we try our best to make our costumer happy and help them with any complains. 

  ****** reach out to us with the complain of the washer machine that she purchased from our store, she was very upset with the fact that the washer machine was not working and thats very understanding, she reach out to us and was asking for us to refund her for the machine, we try to explain to her that the First step was to send our tecnithian so he can fixed the problem. Because the policy of the store doesnt allowed me to give her a refund once is out of the store, the second option is to give our costumers a credit for the amount of the purchase, for as long as they need it. 

  Fast toward she talk to the owner and he said that he offer to send another washer machine, but she was refusing to keep making business with our company, our intention was never make her buy the set from our place, but to try and solve this problem and move foward. 

  The 90 days warranty we offer is to fix any problem with the machine that has been purchased during those 90 days or even exchange it with something that Ill work for her necessities. 

  
  

  Customer response

  03/08/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I was misled by this business multiple times and I don't want to be forced into continued business with them considering how I had been misled, misinformed, lied to, and sold an item that had been so misrepresented to me. I especially dont want to be forced to spend more money there on a matching dryer.
   One of the first things I asked was if there was a warranty and I was told yes that I had 90 days. Nothing was said about no refunds. I told the woman that was helping me that I needed to look up the make and model of my dryer to find the size and she told me that I didn't need to because they all came the same size. When the delivery men came with it I was extremely upset that not only the size difference, but also the inability to attach the washer to the dryer because each brand has different brackets that are used to secure them together safely. The men told me that they didn't know why she told me that they were all the same size, because they arent. I asked them repeatedly why they would sell me a washer that was a different size and couldn't be attached and they had no answer for me. But they asked why he didnt look in the warehouse for a washer that matched my dryer. I explained to them that I trusted the sales person to know what she was talking about, as well as the owner, and how I was very clear on what I was shopping for and asked many questions. All which were apparently answered incorrectly and untruthfully. I asked the men to tell the owner how upset I was about the size difference and the inability to safely attach the set together and that I would be contacting them. I later realized that when the men pulled the set away from the wall to remove the dryer from on top of the washer, they ripped the dryer exhaust vent from the wall instead of removing it from the dryer. The whole piece that was attached to the wall that the vent goes through to the outside was ripped from the wall as well as plaster and paint around it.
  When I was deciding whether to purchase the washer the owner came over to me and offered to lower the price from I believe either $600 or $500 to $400. I explained to him what I was looking for, and that I still had the dryer to my old set. Nothing was said that it would be a problem nor was it mentioned that you cant attach a washer and dryer from different sets because they have completely different brackets. I had asked if the washer was new because it still had stickers on it and appeared to have not been used. I was told by him that the washer was new, never used and that the only reason that they had it was because something had happened to the dryer to it or something to that effect. He assured me that it was new, a great deal, and a great washer.  I was told by him that it would also be delivered the next day and that delivery was $150. I expressed that I was looking for a different color and he told me to call him around 3 because he believed he had what I was looking for in the warehouse. I decided to purchase the washer and asked them to hold it for me while I left to go to an ATM because they only accepted cash or Zelle. I purchased the washer and was told it would be delivered the next day. I called **************** later that day as he instructed me to, and he did not answer nor did he respond to my text messages.  I called the main number and was told that they didnt have the color I was looking for. The next day I was called and told that it was raining and that they wouldn't be able to deliver it that day and it would be delivered the next day. I was called the next day and told it would be delivered in the afternoon, then called again and told they couldn't deliver it until the next day because now it was too late and traffic would be too heavy. One of the reasons I purchased it from them was because they said it would be delivered the next day. I had family coming to stay with us because we were getting ready to have a baby and they were staying in the room that the washer and dryer are located in, which is a bedroom upstairs. This is also why it took so long to get back to them about the problem because we were unable to have the washer removed until the family left. The washer was delivered the night before they were coming and I had a room full of laundry that had to be taken care of and a whole room had to be set up for the company that was comingnone of which could be done until the washer was delivered.
  That night as I ran the first load of laundry it was clear that there was a problem with the machine. When the spin cycle started the whole set shook because the washer shook and banged so much. Also when I opened the compartment to add the detergent there was water and mildew inside. It was at this point that I realized that the washer was not new. I used it a few more times before the entire set shook and banged so badly the whole upstairs floor shook and you could hear it though out the whole house. It shakes so bad that the entire set moves across the floor. There were even times that the items didnt drain properly and I had to remove them soaking wet and ring them out in the tub before putting in the dryer so that they did not ruin my dryer from being so soaked with water. Also the detergent compartment always seems to have either water or detergent left in it . I called Molinas on November 28th when our family had left hoping to return the washer so that we could purchase a full set and have it all taken care of before the baby came as well as family again. I spoke to someone at the business and explained all of my problems. They told me that they dont issue refunds. I explained that I had not been told that when I asked and it was told to me that it says it on the receipt. A receipt in which they highlighted the 90 days but not the part about no returns. I explained that while no refunds may be there policy that I would think that to honor that policy the product that was purchased should be as described. All of the information about this machine had been incorrect and I was misled and the item was misrepresented. The only way to safely and correctly attach a washer and dryer is to have them be a set. This means that I would now need to purchase another machine from Molinas on top of the $550 that I had already spent on a broken washer. The woman I spoke with told me that I would need to speak to **************** to be issued a refund. I then called **************** and was treated extremely disrespectfully and rudely. During the call he became irate and told me to call the next day to speak to another woman and then yelled more and then hung up on me. I called the next day and spoke to the woman and explained everything all over again. I explained again that I was not trying to be difficult but that I no longer felt comfortable receiving any items from them in exchange or spending more money on a dryer as well, which is what would need to be done at this point. The woman said she understood my concerns and would speak to him again for me to see if I could be issued a refund. I received a text the next day from the woman stating that he said he doesnt do refunds, but he can send a technician or find a washer that can match the measurements of my dryer. I dont think that I should have to keep a washer that was sold to me broken, and finding a washer that fit my dryer still wont be able to be attached properly. She apologized that she couldnt help more but that was his decision.
  As stated above, I dont think that I should be forced into continued business with them considering how I had been misled, lied to and that the item had been misrepresented to me. Important information was withheld from me when asked about, I was either lied to or misinformed concerning the necessity of having a matching set, I was sold an item that was supposedly new but was instead broken, was told they had the color I was looking for but never responded when inquired back about, and the washer was delivered 3 days later than was supposed to be.  If none of those things happened the treatment alone from the owner is enough for me to not want to do any business with him again. I would like to have the washer picked up and my money refunded so that I could purchase a new set. I have no desire to be involved with purchasing such expensive and important items other than from a known and reputable business that stands by their products, respects their customers and has no problem refunding money for defective items. Considering everything stated above, I don't think that this should be a problem. I was very surprised that this has become such a problem. When I originally contacted them, not only did I not think it would be such a problem, but I was going to see if they wanted to purchase my dryer for a small amount since they already had my washer which they most likely repaired with the intention to resell. Thank you for your time and I apologize for the lengthiness, but I was unable to fully explain in my original complaint due to the limited amount of letters allowed. I thought that i was going to be contacted by someone to collect more information, but I only just received an email, even though I filed this a while ago. 

  I can provide video of the washer and its problems if needed. 
  
  
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

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