Big Jons Used Appliances

"We apologize for any confusion regarding our written 90 day warranty. According to our records, you purchased a washer, had a problem with it, we sent a technician within 48 hours, our technician diagnosed your washer, you decided to reverse the purchase with your credit card company, received your money back, and have never returned the washer to us. You called a few months later for repair on the washer. I couldn't in good conscience offer to fix the washer under our 90 day written warranty because you have yet to pay for the washer. I have double checked with my credit card provider and have confirmed your money was refunded. Our 90 day warranty states there are no refunds and it is at the discretion of the company to repair or exchange (a copy of this warranty is on the receipt you signed and our website) and in your case, I did send a technician to fix your appliance very promptly, but you had already reversed the credit card charge. Please give me a call directly if you would like to discuss this further. Thank you. David"

"[Member Name Removed], I am sorry that you are dissatisfied with your Big Jon's purchase. We value every customer and are taking your comments very seriously. I have had meetings with my staff regarding your experience and would like to clarify a few issues. When you purchased the dryer it came with our customary promise that the dryer had been properly tested and cleaned, and if anything were to break in the first ninety days we would fix it at no charge. When a customer reports that a dryer is taking two cycles to dry, the industry standard is to check the vent line. Due to the fact that a clogged vent is most often the cause of a dryer taking two cycles, we ask customers to check their vent line when they call in to avoid an unnecessary service call. This solves the problem the majority of the time. When you called to report your problem, I honored my warranty and sent my service tech, who has twenty years' experience, to look at your dryer. He found the dryer to be operating correctly, mentioned the vent line and then shared the fact that apartment complexes with vertical vent lines are notorious for being partially clogged, even after maintenance has tried to clear it. On his second trip, he determined the dryer was still functioning properly but, to appease you, offered to exchange it for a different dryer. We exchanged your dryer and then you told us the dryer was doing the same thing. Although it was past the original ninety day warranty period, my showroom manager offered to send a tech out for free to repair a mechanical problem. However, you were upset and hung up when she said that there would be a fee if it was found to be the vent again and not a mechanical error in the dryer. In your review you imply that we were "blaming" the vent line in an attempt to stall for time and somehow cheat you, which is simply not true. I have sent a technician out twice and my delivery crew twice to help resolve the situation. If we were avoiding the warranty I would not have done anything. Regarding the ninety day "extension" warranty: our warranty, just like any warranty offered on a new appliance, is from the day of purchase. Starting a new warranty period from the date of exchange is something we just do not do. Apparently there was a miscommunication or misunderstanding regarding this matter, and if you were under the impression my dispatcher told you this, then I will honor it. In the spirit of great service, I will extend your warranty for ninety days from the time of your exchange. I hope this restores your trust in us. As always, we appreciate your business and hope to hear from you soon."