Customer Policies
Our complete customer policies covering purchasing, delivery, installation, service, damage reporting, financing, and more. Est. 1983.
Purchasing and Pricing
Quotes and Pricing
Seven-day quotes: Unless a different expiration date is stated on the quote, written quotes are valid for seven calendar days.
- Quotes remain subject to product availability, manufacturer price changes, rebate changes, financing terms, typographical errors, and correction of obvious pricing mistakes.
- Verbal pricing should be confirmed before an order is placed.
General Pricing
- All prices are subject to change based on current manufacturer and distributor costs.
- Manufacturer rebates are offered when available. Rebate eligibility, terms, and submission are the customer's responsibility. Dan's Appliance will provide rebate forms when available.
- Customers are responsible for confirming model number, color, finish, fuel type, and dimensions before placing an order.
Cash and Check Discount
2% cash or check discount: A 2% discount may be applied when the eligible balance is paid by cash or check. The discount does not apply to credit-card, debit-card, financing, or other electronic-payment transactions unless Dan's Appliance states otherwise in writing.
- The discount is calculated before sales tax unless otherwise stated.
- The discount does not apply to credit-card payments, financed purchases, PayPal, Venmo, or other electronic-payment methods unless specifically stated in writing.
- The discount may not be combined with certain promotions, rebates, financing offers, service-contract promotions, or other discounts.
- Eligibility should be confirmed before payment.
Returns, Cancellations and Restocking Fees
20% restocking fee: Approved cancellations or returns may be subject to a 20% restocking fee, transportation charges, installation charges, removal charges, special-order charges, and other expenses already incurred by Dan's Appliance.
- Appliance sales are final unless a specific written manufacturer or dealer program provides otherwise.
- Special-order deposits are ordinarily nonrefundable after the order has been submitted to the manufacturer or distributor. Exceptions may apply when required by law, when the manufacturer or distributor cannot fulfill the order, or when Dan's Appliance agrees otherwise in writing. The written invoice, sales order, and applicable law control.
- Delivery, installation, service, disposal, and other completed labor charges are nonrefundable.
- Qualifying products purchased under an advertised Buy & Try program are governed by the separate written terms, deadlines, and eligibility requirements of that program.
- Dan's Appliance reserves the right to deny a return or cancellation when the product was special ordered, installed, used, damaged after delivery, altered, or otherwise made unsuitable for resale.
Payment and Financing
Accepted Payment Methods
- Dan's Appliance accepts cash, check, and major credit cards.
- PayPal and Venmo invoice payments are available. Contact Dan's Appliance for details.
- Full payment is due before delivery unless other arrangements have been made in writing.
Third-Party Financing
- Third-party financing may be available on qualifying purchases.
- Approval, interest rates, promotional periods, minimum purchase requirements, credit limits, fees, and payment obligations are determined solely by the financing provider.
- Dan's Appliance is not the lender and cannot guarantee approval or alter the lender's terms.
- Cash discounts do not apply to financed purchases unless specifically stated in writing.
- Financing providers and available programs may change.
Extended Service Contracts
- Extended service contracts may be available through a third-party administrator, including CPS or another provider offered at the time of purchase.
- An extended service contract is separate from the manufacturer's original warranty.
- Coverage, exclusions, deductibles, claim procedures, repair authorization, replacement decisions, and contract duration are controlled by the written service-contract terms.
- Customers should retain their receipt and service-contract documents.
Delivery Responsibilities
Delivery Scheduling and Arrival Windows
- Delivery dates and arrival windows are estimates and are not guaranteed exact appointment times.
- Delivery schedules may be affected by weather, road conditions, prior deliveries, staffing, product condition, manufacturer delays, distributor delays, vehicle issues, unsafe access, and other circumstances outside Dan's Appliance's reasonable control.
- Customers must provide a working telephone number and respond to delivery-confirmation calls, texts, or emails.
- An adult authorized to accept the appliance must be present unless other arrangements have been approved in advance.
Customer Responsibilities Before Delivery Day
- Measure the appliance space: width, height, and depth.
- Measure doorways, hallways, stairs, turns, and entry points.
- Clear the delivery path before arrival.
- Remove rugs, furniture, decorations, snow, ice, and any other hazards.
- Make sure an adult 18 or older is present.
- Secure pets and children.
- Empty and disconnect the old appliance when required.
- Make sure water, electric, gas, and vent connections are existing, accessible, safe, and working.
- Make sure the appliance being purchased will fit the home and the opening.
- Customers are responsible for confirming that the appliance will fit through all doors, hallways, stairways, entrances, and installation openings.
Assistance for Older Customers and Customers with Disabilities
Dan's Appliance does not expect an older customer or a customer with a disability to move a couch, chair, table, or other household object that they cannot safely move.
Please tell us before delivery if you need assistance preparing or clearing the delivery path. When it is safe and reasonable to do so, our employees will gladly help move ordinary household items that are blocking access to the appliance location.
Customer safety comes first. Please do not risk injury by attempting to lift or move something beyond your ability. Our team will assess the area upon arrival and provide reasonable assistance whenever possible.
For safety and liability reasons, our employees may be unable to move exceptionally heavy, fragile, valuable, permanently installed, or unsafe items. We also cannot perform furniture disassembly, construction, structural alterations, or extensive household moving. If additional preparation is required, we will explain what must be completed before delivery can proceed.
Uncompleted Delivery or Installation
- If delivery or installation cannot be completed because the appliance does not fit, the delivery path is unsafe, required connections are unavailable, the home is not prepared, or another condition prevents completion, a $200 return fee may apply.
- Additional delivery, installation, storage, pickup, or rescheduling charges may also apply before another trip is scheduled.
Top Reasons We Cannot Complete a Delivery
- 1Appliance won't fit — space too small, doorway or stairway too tight, or turns too sharp.
- 2Path isn't clear or safe — clutter, loose pets, slippery steps, unsafe stairs, or unsafe railings.
- 3No working shut-off valve for water appliances — seized, leaking, corroded, or inaccessible.
- 4No proper electrical power — missing outlet, wrong outlet, or new circuit required.
- 5Gas hookup not ready — no accessible shut-off valve or unsafe piping.
- 6No proper venting — dryer vent missing, unsafe, crushed, or clogged.
- 7Drain problems — dishwasher or washer drain clogged or no drain connection.
- 8Old appliance not ready for removal — not emptied, blocked in, still hardwired, or still connected.
- 9Area needs home modifications — cabinet, counter, flooring, plumbing, electrical, or venting changes required.
- 10Missing required parts or accessories — correct cord, gas connector, vent kit, stacking kit, installation kit, or other required item.
Installation Requirements and Existing Connections
Standard installation is limited to connecting an appliance to existing, compatible, accessible, and serviceable household connections.
Dan's Appliance employees do not perform major plumbing, electrical, gas-line, cabinet, countertop, flooring, structural, or construction alterations unless specifically agreed to in writing.
Installation may be refused or stopped when employees encounter:
- Leaking, corroded, damaged, inaccessible, or seized water valves
- Unsafe or incompatible electrical connections
- Unsafe, damaged, or prohibited gas connectors
- Missing shutoff valves
- Improperly sized openings
- Inadequate ventilation
- Damaged flooring or cabinetry
- Pest infestation
- Unsanitary conditions
- Any condition that could create a risk of injury or property damage
The customer is responsible for arranging any required plumbing, electrical, gas, carpentry, flooring, countertop, or structural work with a qualified professional.
Appliance Removal and Haul-Away
- Appliances being removed must be emptied before the delivery crew arrives.
- Customers must remove food, clothing, water, personal belongings, documents, money, medication, and all other contents.
- Dan's Appliance is not responsible for personal property left inside an appliance being removed.
- Appliances must be reasonably accessible and safe to move.
- Dan's Appliance may refuse to remove appliances that are contaminated, pest-infested, excessively dirty, structurally unsafe, filled with spoiled food, unusually heavy, permanently installed, or otherwise unsafe to handle.
- Haul-away does not include demolition, cabinet removal, countertop alteration, structural work, extensive disassembly, or removal of unrelated household items.
Damage and Warranty Reporting
Visible Delivery Damage
48-hour reporting: Visible or cosmetic delivery damage should be reported to Dan's Appliance within 48 hours so available manufacturer, distributor, carrier, or insurance remedies can be preserved.
- Customers should inspect the appliance as soon as reasonably possible.
- Customers should provide clear photographs, the model and serial number, the delivery date, and a description of the issue.
Manufacturer Defects and Warranty Service
- Operational problems and manufacturer defects are governed by the applicable manufacturer warranty.
- The 48-hour delivery-damage reporting period does not replace or eliminate a valid manufacturer warranty.
- Customers should contact Dan's Appliance promptly when assistance is needed. Some warranty claims may require the customer to communicate directly with the manufacturer or warranty administrator.
Property Damage or Bodily Injury Claims
- Alleged property damage or bodily injury arising from delivery, installation, removal, or service work must be reported promptly.
- Dan's Appliance may require the customer to complete a written claim form and provide photographs, videos, repair estimates, receipts, professional reports, witness information, and other relevant documentation.
- Submission or acceptance of a claim form is not an admission of fault, liability, or insurance coverage.
- Customers should preserve the allegedly damaged property and related materials for inspection unless emergency conditions require immediate action.
Warranty and Claim Assistance
- When permitted by the manufacturer, distributor, insurer, or warranty administrator, Dan's Appliance will assist with or submit a claim on the customer's behalf.
- Some claims require the customer to speak directly with the manufacturer, insurer, financing company, or warranty administrator.
- Dan's Appliance will provide reasonable assistance but cannot control another company's approval decision, scheduling, parts availability, processing time, or final resolution.
Repair Service Policy
Dan's Appliance provides in-home appliance repair service for supported brands in the Alle-Kiski Valley and surrounding areas.
Service Calls and Diagnostic Charges
$175 service-call charge: The standard service-call charge is $175 and covers the diagnostic visit. Parts and any additional repair labor are separate unless Dan's Appliance states otherwise in writing.
- The service-call charge is due for the technician's diagnosis and professional evaluation even when the appliance is not repaired, the customer declines the repair, parts are unavailable, or replacement is recommended.
Additional Service Information
- Dan's Appliance does not service LG, Samsung, Beko, Hisense, Bosch, or Kenmore refrigeration.
- Service is available Monday through Friday.
- Customers are responsible for providing accurate appliance information including brand, model number, serial number, and a description of the problem.
- Dan's Appliance will provide a parts estimate before ordering. Parts must be paid for before ordering.
- If a repair is not feasible or cost-effective, Dan's Appliance will advise the customer before proceeding.
Used Appliances, Floor Models and Closeout Merchandise
- Used appliances, floor models, scratch-and-dent products, discontinued products, and closeout merchandise may have cosmetic wear, dents, scratches, missing packaging, discontinued features, or other disclosed conditions.
- Customers should inspect these products before purchase whenever possible.
- Known cosmetic or physical conditions should be documented on the invoice or sales order.
- Cosmetic conditions disclosed before purchase are not considered delivery damage or a later warranty claim.
- Used appliances include the Dan's Appliance warranty stated on the sales document, which is generally 30 days unless otherwise stated in writing.
- Manufacturer warranty coverage on floor models, discontinued products, and closeout merchandise may vary.
Appliance Parts Orders
- Customers are responsible for providing the complete and correct appliance model number when ordering a part.
- Parts identified without the complete model number may not fit or operate correctly.
- Special-order parts may require prepayment and may be nonreturnable.
- Installed, used, damaged, opened, electrical, electronic, gas-control, water-control, and special-order parts may not be eligible for return.
- Approved parts returns may be subject to manufacturer or distributor restocking charges and shipping charges.
- Any eligible return must include the original packaging and must be in new, unused, resalable condition.
Customer Concern and Management Review
Dan's Appliance wants a reasonable opportunity to investigate and address customer concerns.
When submitting a concern, please provide:
- Customer name and contact information
- Invoice or sales-order number
- Appliance brand, model, and serial number
- Photographs or videos when relevant
- Copies of relevant communications or documents
- A clear description of the concern
- The specific resolution being requested
If the initial response does not resolve the concern, the customer may request a written management review. Dan's Appliance will review the available records and provide a response when appropriate.
Ready to submit a formal complaint?
Use our written complaint form to document a concern for management review.
These website policies provide general information. The customer's written invoice, sales order, delivery agreement, promotional terms, financing agreement, extended service contract, and applicable manufacturer warranty control when they contain more specific terms.
Dan's Appliance may revise these policies when necessary. The version in effect on the applicable purchase or service date will apply unless otherwise required by law.
Questions About Our Policies?
Email or call Dan's Appliance. We're here Monday through Friday 9–5 and Saturday 9–12.
Have questions about our policies? Browse our Frequently Asked Questions →