Don't have enough bad things to say about this company. Would give 0 stars if I could. See below my…read moreexperience.
Scheduled a move out for my washer and dryer the week before my move out date, and the pickup guy never showed up. Didn't think anything of it at the time, but I went ahead and rescheduled the appointment to a date conveniently 3 weeks in the future (the "earliest" they could do and not ideal because at this point I had already moved to an entirely new city). The next move out date comes and goes, and I have no idea if the appliances got picked up or not. No email, call, text, or anything. Fast forward a week or two, and I finally get an email essentially saying "thank you for this month's payment." I was obviously a bit upset and confused, but figured I could resolve the issue through a simple phone call to customer service.
The next day I called Appliance Warehouse, and unsurprisingly I sat on hold for almost an hour (just par for the course with this company). I get on the phone, respectfully explain my situation, and they essentially tell me that it's my problem that the equipment hasn't been moved yet and that they won't even think about refunding me until the equipment has been picked up. At this point I had no idea what was going on, so I just scheduled another move out date. I then called my apartment complex, explained the situation, and they didn't know what was going on either.
The last paragraph happened two more times. A frustrating loop: get an email that my pickup has been cancelled, call Appliance Warehouse, sit on hold for usually around 20-30 minutes, reexplain my situation, have them tell me that they can't refund till the equipment has been moved / reschedule and call my apartment. Rinse and repeat. Mind you: a couple of these customer service "agents" were shocking disrespectful. One agent was practically yelling at me telling me I couldn't get a refund when I asked. Another agent I interacted with barely spoke English. Like are you serious? Absolute jokers on the other end of the line, and even more of a joke of a company. The only silver lining to this is that my credit card got taken off the account at this point.
Slowly, I realize what is happening which I probably should have realized earlier on. The next tenant of my old apartment had been purposely locking / not answering their door so that they can use the washer and dryer for free. To be honest, I don't entirely blame them. A stranger showing up to my apartment door? No notice from the apartment managers of any sort of move out happening?
Remember when I said my credit card had gotten taken off the account? Thank goodness I did that because by the second month (absolutely WILD to think that I'd been dealing with this for TWO months), I got an email saying that if I didn't pay off my outstanding account balance in x amount of days my account balance would be placed with an outside collection agency and my credit score would be impacted.
At this point I angrily called Appliance Warehouse, rescheduled my at this point final move, notified my old apartment manager to notify the tenant what was happening, and hope to God the washer and dryer got moved out. Finally, the move out happened. I called Appliance Warehouse, requested a refund for my last two months of payments, and they explained that this was impossible (obviously) because it was "my responsibility" under their terms and conditions (like I remember reading those a year ago).
It was my responsibility that your service agent never showed up to the original appointment? My responsibility that someone else is blatantly leeching off of your incompetence to simply complete a pick up? All the pick up person had to do (which I told them) was walk into the leasing office and request access to my old room.
Thankfully, I got one month of payment voided (I still had to pay for the first month... which at this point $50 was worth it just to end this madness), but at what cost? I probably spent hours on the phone with these people, only to get ripped off and scammed. I genuinely think they do this to everyone. The first pick up gets cancelled for some mysterious reason, the next move out gets conveniently pushed out to when the tenant doesn't live there anymore, and you get scammed when the next tenant doesn't answer the door (maybe the pick up guy doesn't even show up who knows?).
Moral of the story: NEVER EVER use Appliance Warehouse. This company is a complete scam, and I'm surprised they are still in business in 2024. If I had to do it all over again, I would either find an apartment that provided a washer and dryer or buy my own and sell it a year later. I will never use a service like Appliance Warehouse ever again in my life, and I will be sure to tell anyone I interact with not to either.
