Airport Home Appliance - Hayward

Chris Valez lost a customer for Airport Home Appliance with his rude behavior after being faced with his own mistake. He canceled an order and took a new one, but after a week when I called to follow up another coworker checked and said I was not refunded. Chris then got on the line and insisted it was a lie. The coworker also mentioned he charged the install kit twice and did not setup haul away. Chris insisted it was the same price and did not matter. The coworker said my delivery had been canceled and Chris said it was my fault somehow for “jumping the gun” by calling to ask about it. I canceled that order too and still don’t have a refund. He insists I cannot get a receipt for either refund. But the worker said I would get one. Chris then proceeded to email me two rude emails. One goes so far as to imply I owed him some sort of loyalty and the other coworker had only spoken with me for 5 minutes (not true) so I should not have believed him. Never ever again will I recommend or use this business.

I bought a washer and dryer from them about 4.5 months ago. The dryer came damaged. I was told that they were suppose to call me and inform me ahead of time and give me a choice. But I got no call. I then waited on hold for over an hour to negotiate and discuss my options. They offered me 10% off OR a different brand dryer and weeks delay as they didnt have mine anymore. This was frustrating but not even what necessitated me coming on yelp (and every other review site) to give a one star. 2 weeks ago I smelled gas. I called PGE and they told me that the dryer was installed incorrectly and not safely done. I then had no choice but to get the gas shut off. My kids and I went without heat and hot water for 2 days until I got someone to come and fix the problem at a premium cost. That contractor also confirmed that the dryer was installed incorrectly. I called Airport appliance for over a week almost every day to find out my options. They showed no remorse or sadness. They sent a note to their installation people as its out sourced. They finally called me - Chris from Apogee I believe. He said he would not entertain any claim this far out. I told him I understood it was over 4 months later but I had 2 professionals inform me this was an installation issue and I would be happy to get statements from both for them to consider and reimburse even just a portion of the cost it took to fix the problem. He right there on the spot denied my claim. I asked about appealing this and mediating it. He said no. I then asked for an address and name of the business for possible small claims if I ended up having the energy for that. He would NOT give me an address. Only his first name, and the number he called me from. I insisted on this information because it had been hard enough to reach them as is. He said no, he called me annoying, and said he was going to hang up on me. That call was incredibly upsetting and hurtful and not how a customer should be treated or talked to. I used the dryer maybe once a week for 4.5 months. There was a gas leak that could have ended up being catastrophic. I have 2 neutral 3rd party professionals both separately telling me it's the installers fault. This seems reasonable for me to ask them to pay for part of the costs I had to pay to fix their mistake. And Airport Appliance and the folks they contract with all have avoided any accountability or responsibility by pointing the finger at anyone else. They've found ways to shield themselves of owning their mistakes and its not ok. This is not how you should do business. And as a lawyer and a customer who believes in justice, this is unjust.

[We shopped at the Dublin and Concord locations]. Airport were fantastic! After shopping around other stores without much progress, the sales team at Airport were a breath of fresh air. Knowledgeable, friendly and efficient, they hooked us up with a replacement cooktop after ours broke. We got a discount model (current year!) and saved 30% compared to all the other stores. Our installer called a day later than expected, but Airport called us in the meantime to give us regular status updates. We had the whole thing purchased and installed (and the old one hauled away) in less than a week, and they called us pretty much every day to make sure we knew exactly what was going on. Fantastic - and will use them for all our appliances from now on!

unknown

No high pressure sales. More than unusually helpful in getting facts in writing. Competitive price. Fast and efficient delivery. Product--so far, so good.

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Since purchasing the appliance, I have had to call Airport Appliance 8 times for them to complete the measurements and schedule the installation. The installation group finally returned my call and stated someone would call me back to schedule the measure and installation. No one called. I left several messages for the General Manager and Sales Person, who sold me the appliance, to call me. Neither has returned any of my calls. Finally a staff person from the installation group returned my call one again promising I would get a follow-up to schedule a date. That follow-up has not occured to date. Nearly 3 Weeks has passed since I placed my order with no status on the appliance order or the measurements. I obviously will cancel my non-order at this stage. Would love to hear from the General Manager on why I am getting a run around on what should be an easy transaction.

They are fabulous. Their prices are really low.

It was not a great experience. We had taken everything out and they got here at the very end of the day. We had waited all day for them. They were supposed to pick up our sub-zero. They said they couldn't take it because it was too big and heavy. We had told them that we had the sub-zero. We had to contract with somebody else to take it away. We had it timed for the other people to come to take away the old one and then they would come to put the new one in. When they came back they couldn't get up our hill. It is a really steep hill but they had been up it the day before. By the time they actually installed the refrigerator we ended up losing all of the food that was in the old refrigerator. It cost about $400 more than was our understanding when we struck the deal with them so we didn't consider it a great experience. They should have known it was a sub-zero because we had talked about it. They should have been more on top of it. The price of the refrigerator was good but it didn't end up being good. We had researched it online but we found somebody local because we needed the old refrigerator taken away.

We've had two experiences with them over the years. They have a clearance center which was horrible and that was about 3 years ago. The actual store is incredible. We had one salesman who met us and said he would give us as much time as we needed. He spent the next 3 hours with us. He was good and it was nice. He answered every question and he was knowledgeable. He was great.

We are moving into a new (for us) home that needed replacement kitchen appliances. After researching best prices and brand on the web, we made our product decisions and went to Airport Appliance. Not only did Airport have all the models we wanted available at the time we wanted them, they beat all the best prices we had researched. The installers, Cuco and Eugenio, were prompt and completely professional. They left the appliances installed and tested. They even pointed to a scratch on the new dishwasher, and made sure I noted it on the job completion receipt. Two days later I received a call from Airport's repair contractor, who has ordered a replacement part.

One of the refrigerators I purchased was a Bosch. When they delivered the Bosch refrigerator, it failed to get cold after 24 hours. When I called the next day to advise Airport Appliance that the refrigerator was not working they told me to turn it off, then plug it in again and wait another 24 hours. After 48 hours the refrigerator was still not working. When I called a second time the store said they could not exchange it unless I had the original packaging. I explained that their delivery people unwrapped it, installed it and took away the original packing. Reluctantly, Airport Appliance agreed to pick-up the refrigerator and test it to see if it was actually not working. They came out and picked up the Bosch and did not bring a replacement. Several days later I called the warehouse to confirm that there was problem with the refrigerator. The Manager admitted there was a problem but told me I had to deal directly with the manufacturer and that it was not Airport Appliances' responsibility. After many phone calls to Bosch and to the owners of Airport Appliance (that were not returned), Airport Appliance agreed to provide me with a new Bosch refrigerator but indicated that they would have to order as they had none in stock. We were without a refrigerator for more than 6 weeks, without any offer by Bosch to provide a temporary replacement. This was during the height of summer. When the "new" Bosch arrived the same problem occurred. The refrigerator did not get cold. My husband theorized, that Airport Appliance simply gave us the first refrigerator again. After many discussions with the salesperson that sold us the refrigerator, we were able to obtain a refund on the Bosch refrigerator which I used to purchase a GE profile through a reputable and honest dealership. Airport Appliance refused to refund the delivery fee which amounted to $60.00, which I am presently seeking. Lesson learned: 1. Do not buy any appliance from Airport Appliance 2. Ask any appliance dealer if they stand by the products they sell and determine if they take responsibility for the product if it does not work. 3. When the owners of any store refuses to return your calls and accept responsibility for a product they sell, there is a complete lack of integrity. Do not buy anything from such an organization.

They were very helpful in finding out what we wanted and what our budget was. They delivered what we ordered on time and were very careful of our house while installing the fridge.

We thought there was no problem, paid by check. Two months later, we got a phone call from a collection agency threatening us for non-payment. Turns out when we made the purchase our check would not electronically scan, nothing was said. Turns out after calls to Airport billing person named Ava, she said they are guaranteed purchases by the company that puts in the machine that electronically scans the check. So they don't care if it scans or not (her words)because it is guaranteed! We took care of it and as far as I know there was no marks against our credit. We try to support local family run businesses, but this one is not concerned about the customer, just the money!

The first salesman, Gene, was fine, he was very respectful and informative and gave us our space to discuss. The second salesman, Sammy, was a typical salesman. He promised us the world, he can get us the appliances right away, but then, when checking the computer, realized, it would be 10 days later. Now we've received two calls from an administrator letting us know of the delays with no apologies or offers to fix the inconvenience. We are working to get a refund for the stove we needed for the holidays and we won't have until too late.

The first salesperson who helped me was new and didn't have much knowledge of products. The second salesperson who helped me was very knowledgeable and professional. I bought a w/d set and a floor model dishwasher on his recommendation. W/D was new and delivered promptly with no problems. The dishwasher showed up with a new scratch and missing a bunch of parts. I had a very difficult time getting Ray (the salesperson I dealt with) to respond and get me the missing parts. Two months after sporadic emails and calls that weren't getting the parts to me, I tried again and found out that Ray no longer worked there. The contact for parts, Mo, helped me locate the parts and got back to me very promptly from this point on. Ray's lack of responsiveness may have been an anomaly but clearly the sales rep you get makes a big difference.

Renee allowed me to order all these appliances to lock in the prices she quoted, but the invoice is left open with a 10% deposit. So far, I've already changed an item once and am considering changing the dishwasher to a completely different model. She has been especially helpful with all my concerns and change of mind. I highly recommend for the price and the service! But do your own homework before you go so you'll know the range of changes and prices.

ALL APPLIANCES IN OUR KITCHEN WERE REPLACED. THE EXPERIENCE WASN'T AS GOOD AS EXPECTED, BECAUSE THE MICROWAVE/HOOD COMBO DIDN'T FIT, AND REORDER WAS REQUIRED. WE WERE ALSO CHARGED FOR A MORE EXPENSIVE DOUBLE OVEN, WHICH WE HAD TO GO IN AND REQUEST A REFUND.

THIS COMPANY WAS A VERY BAD EXPERIENCE FOR US. THEY CHARGED TO INSTALL THE THREE APPLIANCES AND ONLY INSTALLED ONE THE . THE OTHER TWO WE HAD TO HIRE SOMEONE ELSE TO DO THE JOB AFTER WAITING A LONG TIME FOR THEM TO COME OUT. WE WOULD NOT USE THIS COMPANY AGAIN EVER.

THEY MISSED THEIR FIRST INSTALLATION DATE, BUT I CALLED THEM AND RESCHEDULED AND THEY WERE PROMPT AFTER THAT. THEY DID A GREAT JOB AND WERE FRIENDLY AND HELPFUL.