When a customer replaces an appliance: a responsible pickup referral guide

Use this guide when repair or replacement creates an old-appliance question

A service technician may determine that a repair is not cost-effective; a customer may buy a new refrigerator while the old unit still cools; or a landlord may be replacing several machines. The customer needs a truthful answer about whether an older appliance could be reused, removed or recycled.

Free Reliable Appliance Pickup is a request-and-review network for qualifying major household appliances. Requests are screened for condition, location, access and available local pickup capacity. Submitting a form does not book a pickup. There is no promise that every item or city qualifies.

Six questions to ask before sending a customer

1. What item is being replaced? Note the category and quantity: washer, dryer, refrigerator, freezer, range, stove or oven.
2. Does it actually work? A washer that will not spin or a refrigerator that no longer cools must not be described as fully working. Explain faults honestly.
3. Is it a single appliance or a mixed load? Working/reusable units receive priority. Minor-repair units may be reviewed. A load that is roughly 80% working may sometimes qualify; one nonworking unit is not automatically eligible.
4. Where is the appliance? City and ZIP code are needed to check whether a local pickup route is available.
5. How difficult is removal? State if it is in a driveway, garage, first floor, upstairs or basement; mention stairs, narrow doors and gates.
6. Can the customer supply photos? Images of the appliance, visible damage and model label can help the team assess it before considering a route.

Important special cases: Microwaves are not accepted by themselves. Dishwashers are reviewed only with at least two other major working appliances. Never promise those items alone qualify.

Wording a repair shop or store can share with a customer

This short note may be adapted for invoices, written repair recommendations or a customer-resource page; describe it as an independent third-party option, not an official partnership unless one exists.

For customers with only a broken appliance: If free pickup is not suitable, consider your municipal bulky-item program, a manufacturer's or retailer's delivery haul-away, or a licensed local recycler. Follow appropriate handling requirements for refrigerators and freezers.

What happens after the request?

1. The customer submits their appliance condition and access details directly through the public request form.
2. Our team evaluates the item, local reuse demand and available routes. We may request more photos or measurements.
3. The customer receives an explicit answer or is contacted about the next step. Only a direct confirmation establishes a scheduled pickup.

Businesses referring customers should not collect sensitive customer details unnecessarily or forward private information without permission. Direct the customer to submit their own request.

Resources to share based on the question

Is it likely to qualify? Free pickup qualification guide explains the working-condition and mixed-load rules.

How does scheduling work? How pickup works describes the request, review and confirmation process.

What if free pickup is not available? Appliance reuse and recycling options explains alternatives, including specialized handling for cooling appliances.

Would your business like to operate pickups? See the separate pickup partner application and verification standards. Applying is optional and approval is not automatic.