Mesa woman has warranty but can't get company to fix fridge

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By Jim Carr By Jim Carr

MESA -- A Mesa woman says after purchasing a refrigerator for her new home, it stopped working. And even though she had a warranty, she couldn't get the company to fix it. So, she called 3 On Your Side for help.

Shanna Sullivan recently purchased a piece of the American Dream.

 "We want a home so that we can start a family, have kind of a permanent residence and stop living in apartments and start building some equity and start building a life together," Sullivan said.

But one thing Sullivan’s home didn't have was a refrigerator, so she started looking for one.

"We looked on Craigslist and there are lots of private sellers selling their refrigerators," she said.

But Sullivan came across a used appliance store on Craigslist, a place called Love's Appliances, and she says the appliances came with a warranty.

"We bought a Whirlpool side-by-side fridge with the water and ice on the door for about $600," she said.

Sullivan brought her new fridge home, but her excitement quickly faded.

"The guys loaded it in our truck and we brought it home and by the time we got there, the fridge no longer latched shut," she said.

And that wasn't all.

"About two days later the fridge stopped working altogether," Sullivan said. "Inside it was about a hundred degrees when it was plugged in."

Lucky for Sullivan she had that warranty, but every time she called Love's Appliances about her broken fridge, she says no one would call her back. So, she returned it back to the store anyway where it was fixed.

"My dad and I brought it home, plugged it in, and it worked for a couple of days and then it turned off and reheated back up to 100 degrees," she said.

Frustrated, Sullivan called out a manufacturer's technician who discovered the thermostat was broken. Wanting to use her extended warranty, Sullivan called Love's Appliances once again. Like before, Sullivan says no one called her back.

After 3 On Your Side got involved, Sullivan says Love's Appliances was a little more cooperative and provided her with the new part to fix that 100-degree refrigerator.

Sullivan says she's glad it's all done but says that simple fix sure has been frustrating.

"I am more stressed about this whole fridge experience than I am about closing on the house and that shouldn't be the case," Sullivan said. "This should be a happy time."

We contacted Love's Appliances. They did not want to appear on camera but did send us a written statement saying they were working on the problem all along.