AJ Madison

Review: I purchased a range online from AJ Madison.com and they delivered it to my house. I attempted to install the steel legs on the bottom of the range, but I noticed that the whole bottom steel plate had been crushed in. The legs couldn't be installed, and would have been bent at a sharp angle if they were forced in. I also opened the bottom draw of the range and saw that the inside area had been crushed in as well. In addition, there are approximately 8 support screws on the bottom of the range that have been permanently torn/ripped from their housing/holes. The range still sits in the exact spot the where delivery men put it. The only thing i've done to the range, per the exact instructions in the manual, was to gently put it on it's back (on top of Styrofoam), when I attempted to install the steel legs. Since then, I put the range back upright. I never installed or otherwise moved the range.

After documenting the damage, I called AJ Madison and talked to my kitchen contractor and told her what happened. She called AJ Madison and they sent an email to me. I responded to their email and sent photos of the damage. Since then, both my contractor and I have sent numerous emails and have made many calls to AJ Madison, and they have continually ignored our requests. They have done everything possible to pretend this issue doesn't exist.Desired Settlement: I would like AJ Madison to pick up their damaged range and give me a refund. I can not use this broken range and I would like my money back.

Thank you Revdex.com.

Business

Response:

Thank you for shopping at AJ Madison.

We are sorry to hear of the issues you are having with your unit. We have looked into your file and do see multiple emails that have been sent to your email address [redacted] that we have on file. If this not the correct email please contact us at [redacted] and provide your order number and correct email address so we can contact you.

Please also be aware that we have been closed for the holiday but are now back open.

We look forward to resolving your issue.

Have a pleasant day.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

AJ Madison has still done nothing to resolve this issue - It's now been over 3 weeks. No one has called me and I sent them another email with my correct email.

Please help Revdex.com -

thanks

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for shopping at AJ Madison.

We see our customer service team has sent you an email asking if you would like a refund or a replacement.

We have sent a copy of this letter to you again. Please check your spam folder as sometime the emails do get filtered.

Once you respond we can move forward with your order.

We are sorry for inconvenient of missed email.

We look forward to hearing from you soon

Have pleasant day

Review: Order #[redacted], purchased on May *, 2010, of a pro-style gas range with a 5 year warranty. In multiple calls to AJ Madison customer service, we have been told (1) They did not have our warranty on file, (2) This is a residential stove located on a commercial property, and thus the warranty cannot be serviced, and (3) - as of today, they'll "get back to us in 5-7 business days." The invoice proves that the company was fully aware that it sold the stove and warranty to a commercial entity, and the 5 year warranty has not expired. We have been attempting for 3 weeks to have the stove repaired, however, we are receiving the "runaround" from AJ Madison, and they have yet to honor the $150 warranty that was purchased on the product. We are left with the impression that AJ Madison has no intent of honoring the warranty.Desired Settlement: We want the stove repaired according to the stipulations of the warranty, or we want the warranty cost refunded to us.

Business

Response:

This is in reference to our mutual customer [redacted].

The customer did purchase a 5yr. warranty through a third party warranty company in 2010.

Unfortunately the warranty the customer purchased was for a residential unit and would have needed to be combined with a commercial setting warranty.

In addition we have parted ways with the third party warranty company as of 2 yrs. ago.

As we here at AJ Madison can no longer legally sell a warranty to the customer for a product more then 3yrs old, we are making every effert to assit the customer in this matter.

Although the warranty sold was $150.00, we have informed the customer we will go above and beyond to assist them in having a working unit and have informed them that once the unit is fixed send AJ Madison the bill and we will pay the bill.

Please see the email below:

E-mail - AJ Madison order [redacted]

Good Afternoon [redacted],

Thank you for placing your order with AJ Madison.

We sincerely apologize for any inconveniences you have incurred with the extended warranty you purchased.

Please feel free to have service on the unit and forward the invoice over to us so we can reimburse you for the cost of the repair.

If you have any further questions or concerns, please feel free to contact us at ###-###-####.

Have a great day!

Thank you,

Customer Support/[redacted]

AJ Madison

We here at AJ Madison put great effort to make sure we provide and maintain a very high level of customer satisfaction.

Thank you

Business

Response:

We have resent the email you have requested with your new email address you have provided.

If you have any issues please contact us.

Thank you for placing your order with AJ Madison.

Good Afternoon [redacted],

Thank you for placing your order with AJ Madison.

We sincerely apologize for any inconveniences you have incurred with the extended warranty you purchased.

Please feel free to have service on the unit and forward the invoice over to us so we can reimburse you for the cost of the repair.

If you have any further questions or concerns, please feel free to contact us at ###-###-####.

Have a great day!

Thank you,

Customer Support/[redacted]

AJ

Madison

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Order was made in July for a refrigerator. I was told by the sales representative [redacted] that installation would not be needed it would plug in the same way as my existing viking refrigerator, the order was processed accordingly. He said it would take 5 weeks for the order but would try to expedite it because I would be out of the country for the month of September. I immediately placed the order with [redacted] so it would be ready before my departure. The order had not been finalized, there were delays by AJ Madison in processing my order and the refrigerator would not be available before I left the country. I informed Aj Madison that delivery and installation would have to wait until my return in October. While away I received an email informing me the refrigerator was ready and I replied that delivery/installation could not be made at that time. The delivery company tried to force the woman house sitting my home to receive delivery by telling her I would be charged storage fees if they had to hold the refrigerator- she rightly refused and contacted Aj Madison. When delivery was finally arranged on Monday October *, 2013 with [redacted] for wednesday october *, 2013 she informed that it could be installed and delivered - installation would cost $175 and a check could be paid to the person installing and delivering. [redacted] also stated she would call back if there was a problem with delivery/installation on Wednesday because she could not reach the delivery company. [redacted] never called and delivery was not made on Wednesday. I contacted AJ Madison on Wednesday to confirm delivery/installation but learned it was never actually scheduled. At that point I called AJ madison and spoke with [redacted] and scheduled delivery/installation for Thursday October **, 2013. Delivery men brought the refrigerator today but informed me it would not be installed - I refused delivery and immediately contacted AJ Madison. [redacted], an AJ Madison employee called me when the delivery company contacted AJ Madison that I was refusing delivery. The delivery men brought the refrigerator into my home without protective packaging, whenIi refused delivery the put the refrigerator back on the truck. After the delivery men left I discovered the protective packaging for the refrigerator was left by the garage of my home - which was a completely separate entrance than the one used to bring the refrigerator into my home. [redacted] informed me that she was trying to get an installer to my home but no guarantee that she could have someone arrive in the next 48 hours. After informing [redacted] of my previous conversation with [redacted] and asking for her supervisor she transferred my call to [redacted]. I would not accept delivery of a $10,000 refrigerator with the hope that all pieces are there and operational and bear the risk of accepting delivery. [redacted] then told me that the installation costs would be indeterminate and that I would have to pay that additional amount. While on the phone with [redacted] my daughter called AJ Madison and inquired with a representative named [redacted] about purchasing a refrigerator with the exact same specifications. [redacted] informed my daughter that delivery and installation is available and would cost $175.00. I then informed [redacted] of this conversation. Both [redacted] and [redacted] (more [redacted] than [redacted]) tried to intimidate me into accepting delivery, and told me that by not accepting delivery I am taking the risk the refrigerator may be damaged and pay additional shipping/holding costs. All of these conversations were recorded by AJ Madison, because [redacted] informed me she reviewed previous conversations that I have had with AJ Madison representatives. I have photos of the packaging that was left at my outside my home as well.Desired Settlement: Simultaneous delivery and installation, AJ Madison paying the cost of storage and re-delivery and any excess/additional cost. I am willing to pay the originally stated $175.00 installation fee.

Business

Response:

This is in reference to our mutual customer, [redacted]i.

The customer placed an order with AJ Madison on September [redacted], 2013 for 1 major appliance.

Please be advised that all pending issues have been resolved between the customer and AJ Madison.

The customer agreed to take delivery without installation on October [redacted] 2013. The fridge is a special ordered item, and we cannot install it. The customer agreed to have her contractor meet us at the time of delivery to make sure the process is smooth.

The customer confirmed delivery with AJ Madison and the delivery company.

This is the letter our service rep emailed her:

Dear [redacted],

As per the conversation earlier,

Please confirm delivery for October **, 2013.

Looking forward to hearing from you,

Thank you,

Customer Support

AJ Madison

[redacted]Please contact me if you need any additional information.

T[redacted]

Review: on July of last year 2015, had delivered a Samsung refrigerator to my house and the delivery guys dent the wood floor with the dolly. I filed the complaint the same day of the accident and up to today the situation has not be solved, I had sent all the information that they requested and I have to constantly have to send emails and phone calls to find out the status. Just a note this is a brand new house that was empty with nothing insideDesired Settlement: I am open for them to go to the house and take a look at the floor. All I want is for them to replace the wood floor. Just a note the wood floor is all join together, if one strip is pilled off the whole floor will come off. I just want for this to be resolve as soon as possible

Business

Response:

Thank you for your email. We have contacted the delivery company that delivered your order. They have been in contact with you. Please direct all issues with delivery to them and their insurance. Please note the trucking company is a separate entity and we have no info on this claim. Have a pleasant day.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], I have not hear back from the company. AJ Madison was the one that hire the AM trucking to do the delivery, so it's there responsibility to solve this problem. I have try to communicate with the AM trucking and have not heard from either. Here is the information for the Trucking[redacted]AM Home Delivery & Trucking Inc[redacted]Please help as soon as possible Sincerely,

Review: I purchased a GE cafe at the Columbus Day sale. It was shipped to Trinidad with the knowledge of the sales person Mr John Pereira. However I received this unit the week before Christmas order number[redacted]. It is not working. Not cooling not freezing at all. I contacted your company which gave or offered no form of compensation or Help to resolve this issue. I have this unit packed like a monument in my kitchen and all the can say is sorry once it leaves the states they are not responsible. This is disgusting and if this is the way you all deal with customers it's horrible. I paid my hard earned money for this item and you all treat it lightly. I hope I can get some answers that would be of use a a not some crap for some pen pusher. Just sale and that's allDesired Settlement: I need some justice in this matter. I had to convert TT to US then to ship then clear the item. I think something needs to be done to compensate this

Business

Response:

Good Afternoon [redacted], As discussed with [redacted], I am sorry to hear you are experiencing issues with your refrigerator. Unfortunately, once a unit is transported out of the United States the manufacturer’s warranty is voided, and we can no longer request service for you. Please call GE at ###-###-#### for troubleshooting.In addition we have attached the return policy and delivery policy that clearly states the following: "Once the unit is brought out of the continental United States, the manufacturer warranty is voided. " I apologize for the inconvenience. Have a pleasant day

Consumer

Response:

I have reviewed the response made by the business in reference to complaint [redacted], and have determined that my complaint has NOT been resolved because:

The refrigerator was shipped and had no gas. I had to pay a company TT$1380.00 to do the necessary work

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Good Afternoon [redacted], As stated, we am sorry to hear you are experiencing issues with your refrigerator. Unfortunately, once a unit is transported out of the United States the manufacturer’s warranty is voided, and we can no longer request service for you.In addition we have attached the return policy and delivery policy previously that clearly states the following: "Once the unit is brought out of the continental United States, the manufacturer warranty is voided. " I apologize for the inconvenience. Have a pleasant day

Review: I ordered an oven on December [redacted], 2015, with one to two week delivery. On December [redacted] they offered one delivery option for December [redacted], which was not possible for me. This is already 18 days from order. I offered two other delivery options for this week, none of which were accepted. Due to me being unavailable the entire week of January * through [redacted], I requested delivery on the [redacted]. At that point in the conversation I was told they could not give me any idea of when my deliver would be. Period. At that point, since they could not tell me when I could expect delivery, and they had already broken their delivery schedule, that I wanted a full refund without the restocking fee. I was also told that "Deborah" was the only employee, with no supervisor, and no identifying information that I would be able to speak with. I told them that was unacceptable and hung up. I have since been issued a refund minus the 30% restocking fee which I did not authorize.Desired Settlement: I want a full refund and contact with someone above the customer service department.

Business

Response:

Thank you for your email. We do see your order was placed on December [redacted], at which point we did inform you of the backorder on that unit. The order shipped out on the December [redacted] and is promised in 10 business days from shipping date. Due to the holiday season this would have your unit delivered on or before January [redacted]. As you have stated, the trucking company for your area did set up for the [redacted] of December. As this date was not acceptable for you they did agree to hold the order until you are available after the [redacted].The problem arose when you wanted a guarantee of delivery after 5pm on the [redacted] of January. As trucking company routes and time frames are not guaranteed as per our terms and conditions we could not agree to these terms. The routes are in process and movable until 5pm local time the day before delivery. As this was not agreeable to you, you chose to cancel your order. Please note that before you check out on an on-line order you agreed to the policy's, which state after an order is shipped the order is subject to the 30% restocking fee if canceled or refused. This is also sent in the order confirmation email when you placed the order and then again in the shipping confirmation email the day before the order is shipped. If you would like to reinstate your order, please contact the customer service department and they may be able to reship the order with no fees. Have a pleasant day.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

They have stated they informed us of the backorder. We have every piece of correspondence from them and have reviewed it multiple times. No mention of backorder was ever made. In addition, no mention of backorder was made on the phone any of the numerous times we have been in contact with them.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I will look forward to hearing from your legal department. Please include confirmation of when I was notified of the back-order. Also, I received delivery of the oven. Please respond ASAP in regards to the oven.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for your email. We have included the back order notice on a previous Revdex.com complaint in this this tread. To review: - you were refunded for your order minus fees 12/**- then you charged back your order in full 1/*- then you accepted delivery of your order and have the unit in your home 1/** Thank you

Review: We purchased a Frigidaire FGHN2866PF 27.7 Refrigerator that was delivered on 4/**/15, which did NOT COOL AT ALL (fridge or freezer). When we called AJ Madison as soon as they were open the next morning, we started getting a whole slew of ridiculous reasons why they wont replace the fridge. First Customer Service tried claiming that since it was plugged in, it is no longer their responsibility, and it has to go thru the manufacturer for warranty repairs. This of course is absurd. Duh, the only way to tell if it works is by plugging it in, and according to this nonsense they can absolve themselves from selling any defective appliance,(which based on a check of the large volume of complaints against them on the internet, indeed appears to be their tactic). I think people would be shocked to hear that when they plugged in their radio or appliance, they actually made an "installation", with permanent and irreversible ramifications. Not only is it ridiculous, it is also meaningless, as it has no bearing on the fact that a totally defective product was delivered, which is not was purchased. It really doesn't get any simpler than this; there is no valid sale because a totally non working unit was sold.Then Customer Service tried claiming we HAVE to call Frigidaire first to make sure it is defective before AJ Madison can replace it. Then they tried claiming we CANT call Frigidaire first, for AJ Madison to replace it.Then Customer Service tried claiming it is not DOA if the lights in the fridge go on. Hello, its a fridge not a chandelier. If it doesnt cool at all, it isnt a refrigerator; its a 350 lb. box.Bottom line, Customer Service said they would not take back the fridge and deliver a new one. (Including some more ridiculous assertions, like putting in a new compressor will make the fridge better than a brand new one). This even though we repeatedly made clear we bought a new fridge, and didnt purchase or want a refurbished or repaired fridge.Desired Settlement: Full refund or brand new working item as purchased, and compensation.

Business

Response:

All-The manufacturer agreed to either replace or refund this customer. At this point AJ Madison has refunded the customer in full. We hope that the customer is fully satisfied.AJ Madison

Review: I ordered a Summit SWC1224 Wine Cellar (order number #[redacted]). I found that the top of the cellar was damaged at the hinge. The door does not close. I contacted the sales person the next day and received the following response:

"I am sorry to hear the unit arrived damaged. Kindly forward the email with the photos to [redacted] and a representative will assist you shortly."

I sent four emails to customer service over a period of one week and received no response.Desired Settlement: I desire a full refund for the damaged goods I received.

Business

Response:

Thank you for your email. We see no communication attached to your order number. Please call customer service so they can assist you. They are open: 9am-5pm Monday- Thursday 9am- 3pm Friday There phone number is ###-###-####They look forward to assisting you in this matter. Have a pleasant day

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I received a positive reply from AJ Madison. The Customer Service Representative indicated the following:1) We can process a 20% refund to keep the unit as is. That is a great saving for you. 2) We can send you a brand new unit.I selected option 2. I have not yet received a follow-up email from AJ Madison.I cannot accept closure of this case until I have received the replacement unit.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for your email. Please note your new order number is [redacted]. A copy of the invoice has been sent to you. Please have your damaged unit in its original box ready for pick up. Thank you

Review: I ordered a dishwasher, additional warranty for it and a sink faucet for a total of $1082.60 on AJ Madison's online store August *, 2013. When the dishwasher arrived, it was damaged. Initial contact with AJ Madison was unsatisfactory. I wanted a complete replacement not a repair or % off for my inconvenience. At first this wasn't an option to them, but finally I got them to agree to take the unit back and replace it with a new one however communication with this company, anytime I have ever called, is difficult. Long wait times, no return calls or return emails - not business like at all. I never really received a confirmation in writing that they would send a new unit. Again communication issues. Anytime I have called and asked to speak for a supervisor, I have waited for long periods of time - over 1/2 hr. and never had the opportunity to speak to one or have a resolution.

Finally I decided after not getting a new dishwasher, I decided I no longer wanted to deal with this company any longer and wanted a refund. Again, after a reasonable period of time, no refund appeared on my card. Originally, I paid with my Discover card via [redacted]. Based on their inept customer service by not answering calls, providing me with empty promises or answers, I decided to file a chargeback and a dispute with [redacted] to get their attention. The amount I dispute is $723.60. I returned the dishwasher, but after a month had no refund or a new dishwasher!!! AJ Madison told me they would not process the refund unless I canceled the chargeback and cancel the dispute. I filed the chargeback and dispute Aug. [redacted]. I called the following week and discussed this situation with a rep. She assured me that if I canceled both the charge back and dispute, they could issue the refund. So I canceled the chargeback with notification from Discover that if I did this I had no other recourse. I also canceled the [redacted] dispute. After some time had passed and I saw proof of both closures, I forwarded it to AJ Madison. They claim they needed confirmation from both Discover and [redacted] even though I provided proof.

As time has passed and I would inquire about this situation to Discover and [redacted] I learned that the charge did indeed go through and AJ Madison was paid and the payment was NOT held by either Discover or [redacted]. A temporary reversal of the charges did appear on my statement, but since I canceled the chargeback so soon after filing it, the charge wasn't held back. [redacted], as the intermediary, wasn't notified by Discover that the chargeback was canceled. I faxed proof to them as well.

As of last week I spoke with a rep at [redacted] who did a 3 way conversation with Discover to learn that the chargeback was canceled and that the payment did indeed go through. [redacted] doesn't have anything else to do with the case. In conclusion AJ Madison still has my dishwasher AND my money even though they claim they don't. I have proof that the charge went through. They ignored that. They refuse to do anything else despite the proof I have sent. They have yet to initiate contact with me on the case. I have had to pursue them to no avail. There is nothing more Discover or [redacted] can do on my behalf. AJ Madison is refusing to cooperate with me, Discover and [redacted] by stringing this whole situation along.

I am disgusted with the way that I as a customer have had to do the work of their customer service dept. should do. I've provided proof by everyone in this matter TO everyone in this matter. What business can keep both the product and the money with no repercussion?Desired Settlement: I simply want my refund issued immediately. I have paid interest on the money they haven't refunded yet either! They have had my money since August *, 2013.

Business

Response:

Dear [redacted]

Thank you for shopping with AJ Madison.

We value you as a customer and appreciate your patronage.

Your refund was issued in the form of a check after you confirmed your address with our customer service manager via email.

Please feel free to contact us if we can be of any further assistance.

Review: I received a microwave from AJ Madison by freight and found the box and the outside of the microwave to be in good condition. On 9/**/2013 I had my contractor come to install the microwave. Once installed he noticed that the interior light would not shut off. I contacted [redacted] at customer service to tell her about the situation. She asked me to forward photos of the interior. I provided 7 photos of the microwave. I called on 9/** to make sure she had received all of the photos of the broken microwave, she told me she had not. I resent everything to her. I called today on October **, 2013 to find out the status of the microwave in question. I was told that [redacted] had sent an email, which I hadn't received and asked them to resend it. I received the requested resent email today and was told that I could not get a refund or even exchange on the microwave because it had been installed. I could understand this logic if I would have been able to tell upon initial inspection if the microwave was damaged, but because only the interior was damaged, there was no way for me to know that it was damaged.Desired Settlement: I would either like this microwave refunded to my credit card or for an even exchange.

Business

Response:

This is in reference to our mutual customer, [redacted].

The customer placed an order with AJ Madison for 1 major appliances.

The customer contacted us on stating the microwave was installed and damaged.

Please be advised that AJ Madison is an authorized dealer for the manufacturer.

When a customer makes a return, we return the product back to the manufacturer.

Unfortunately, the manufacturer does not accept back a unit once it has been installed.

Therefore, it is made clear on our website that we cannot accept back a return on a used/installed product.

One of the reasons for this is if the unit is installed the damage could have taken place due to the installation.

The unit once installed is coved under the manufactures warranty and can be serviced.

The customer refused service.

We at this point made a one time exception for the customer and have replaced the microwave.

Please be advised that all pending issues have been resolved between the customer and AJ Madison.

The customer is now completely satisfied.

We here at AJ Madison put forth great effort to make sure we provide and maintain a very high level of customer satisfaction.

Thank you

Review: Irreparable damages occurred to my kitchen floor during delivery of the kitchen appliances. [redacted] from AJ Madison referred me to [redacted] from AM Trucking. The only way to contact them was through emails which never had any continuity or real contact. There was NO ONE to speak to. I spent countless hours emailing AM Trucking and speaking to [redacted] the head of customer service and I told her that I wasn't getting anywhere with the trucking company. She told me that the delivery company had insurance for damages that occurred during delivery and that I should continue to be in contact with [redacted]. I told her that he was not responding. This delivery took place in mid April of 2013. AJ Madison has not helped me to resolve the problem of the damages.Desired Settlement: That AJ Madison pay the cost to replace my kitchen floor.

Business

Response:

This is in reference to our mutual customer [redacted].

The customer placed an order with AJ Madison on February [redacted], 2013, for 3 major appliances. The customer received delivery on April [redacted].

The customer first contacted us on April [redacted], stating that she had damage done to her home when the delivery company delivered her order. We told the customer she needs to email the delivery company, AM Home Delivery, directly since they are insured and they are not owned by us. We told [redacted] from AM Home Delivery on April [redacted] that this customer was trying to reach him.

On April [redacted] emailed the customer that he needs her to send her pictures, description of the damage and an estimate to repair the damage.

On May [redacted] receives an email from the customer with pictures Only.

On June [redacted], the customer sent [redacted] a picture of an old receipt.

Here is the email [redacted] sent to the customer on June [redacted]:

To whom it may concern,

I've checked for a status update for you and I'm being

informed that you have still yet to send in the requested

estimate for the claim to enable it to be able to get finalized.

Please send that in at your most earliest convenience.

Sincerely,

_________________________________________________________________________

To this date the customer has not sent the required information that [redacted] from AM Home Delivery requested. Once he receives the information he requested he can further assist the customer.

We put in a lot of effort to make sure we provide and maintain a high level of customer satisfaction.

Thank you for your cooperation and patience in this matter.

Please let me know if you need any additional information.

Thank you,

AJ Madison ext. [redacted]

Review: May **, 2014

To whom it may concerns,

My name is [redacted] and I recently purchased a piece of appliance from AJ Madison located in [redacted]. The sales agent, [redacted] conducted the sale and the unit was delivered. Due to my pleasant experience I decided to purchase more appliances by contacting [redacted] once again as I specified details and specification for the electric range from Bosch. [redacted] was enthusiastic and responsive and he assured me that he will contact me shortly so that we can proceed with the new sales.

Yet, few weeks passed and [redacted] never contacted me. Therefore, I tried to contact him many times as I left numerous massages in his voice box and expressed the urgency for the appliances. [redacted] simply ignored all massages and furthermore he refused to speak to me by hanging up the phone on me. [redacted] became completely unresponsive, inconsiderate and simply rude. Considering the fact that I was a returning customer and I was planning to spent more money at AJ Madison, [redacted] treated me with out most insincerity in the most childish conduct I have ever experienced. And what puzzled me the most is that he would treat a returning customer in this manner when in fact he should be catering and accommodating a returning customer and admire their loyalty and business.

[redacted] could have simply returned the massages in an adequate professional and adult manner and politely suggested that he would prefer if another agent could proceed with my new purchases in which at that point I would have made the choice to continue with my new purchases or simply choose another retail store.

I am quite disappointed in my experience with [redacted] who represents AJ Madison and I would hope that the management would address the issue if in fact if this establishment cares about customer care and services in which are the blood line to the AJ Madison's existence.

Thank you[redacted]Desired Settlement: I would like Revdex.com to notify AJ MADISON of such unprofessional conduct. As well as an explanation regarding such childish behavior.

Business

Response:

Thank you for contacting AJ Madison.

Thank you for taking the time to correspond about your recent experience.

We would first like to apologize for any inconvenience you have experienced.

We have pulled all calls and related emails to your information.

We see that when you called you had spoken to 3 different sales reps other than the one you previously worked with. As we are a large business and very heavily internet and phone sales, when starting a new order it can be a little difficult to get the same rep on the phone.

Please rest assured all of our sales reps are highly trained and can all give you the information you need.

We also see when you sent an email to a [redacted] he responded back same day addressing your concerns and giving you the direct contact information and offered the opportunity to deal directly with a member of the showroom management team.

If there is anything more that we can do to assist you in your appliance needs please contact us directly as we can assist you.

Thank you and have a pleasant day

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I accept the fact that AJ Madison is a big establishment and there are so many sales are coming through every day. Yet, I contacted [redacted] at his extension more than 10 times and he never returned any of my calls for the duration of three weeks. Considering the fact that I was planning to purchase three more pieces of appliances, I would imagine that any sales person would return the calls; yet he did not!

Furthermore, when I had him on the phone twice when he answered the phone he simply hung up the phone as soon as he recognized my voice!!

Any how, I appreciate the fact that AJ Madison responded, yet I still find [redacted]'s conduct curious, childish and unprofessional.

Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased a dishwasher from them. It doesn't work. It won't even turn on. AJ Madison's position is that once it was removed from the box and plugged in it is "installed" and is the manufacturer's problem. I responded that such a policy would make no sense. How could a person ever determine if the product didn't work if they couldn't take it out of the box and plug it in. This seems to me to be a clear violation of the NY State Lemon laws.Desired Settlement: Rather than have to wait weeks and weeks for a service person to come out from the manufacturer to see if they can determine why it won't turn on, AJ madison should simply replace it.

Business

Response:

Thank you for shopping at AJ Madison.

We do have a 48hr policy to report any damage or defect to your unit.

The order was delivered on December **2013.

The issue was reported on March **, 2014.

As the unit has been in the home for such an extended time frame, service would have to go out to see if there is in fact an issue requiring replacement.

Service is readily available in your area almost every day including this week.

Please contact customerservice.com and we can assist you will making sure your unit is working according to the manufactures specifications.

We look forward to hearing from you.

Have a pleasant day.

Review: I received the shipment of two air conditioning units on a pallet August [redacted]. At the time of delivery, I was told by the delivery crew that they could not wait for me to open the packaging and inspect inside, so I can only do some visual inspection from the outside. It was also stated on AJ Madison's own website that "our delivery options do not include unpacking... We do give you an additional 48 hours to unpack the unit, inspect it and report any damages." But at that time, the units were wrapped tight by plastic sheets, so I cannot inspect the packaging clearly. After the delivery crew left, I opened the packaging immediately. Unfortunately, the top of one air conditioning unit was crashed. So, I immediately called AJ Madison, [redacted] took my call and asked me to send in photos of damaged defective unit. I sent in the photos immediately. I kept calling AJ Madison everyday and was told to wait for their distributor's decision. On August [redacted], I received an email from [redacted] as following: "As part of customer satisfaction we can send you the top part off the [redacted] you will keep it as is. That would be a great deal for you! The damages are strictly cosmetic and will not affect the unit function." I was not sure if I understand this solution correctly, so I called AJ Madison again to confirm. They told me they will contact the distributor again for a better solution. But they never contacted me afterwards. My further inquiry through phone calls and emails were all ignored. I paid full price for a brand new, top of line, mini-split air conditioning system from AJ Madison. However, I received a defective unit, then AJ Madison came up with the resolution, in their own words "a great deal for me", which is to send me a replacement part for me and I need to fix it myself. This is ridiculous for the following reasons: First of all, fixing this would involve disassembling, replacing the damaged part and re-assembling. I believe the manufacturer strictly warns not to attempt this. This is a 230V unit. What if something went wrong and someone later got electric shock? Who is responsible? I will never risk my family's safety by having someone other than manufacturer to fix this. Even if we could have the manufacture to fix it onsite, I will not negotiate for a defective one, because again I paid full price for a brand new item, not a defective one.Desired Settlement: First they need to arrange shipping to take away the defective unit. Then either ship a replacement to me or give me full refund.

Business

Response:

This is in reference to our mutual customer, [redacted].

Please be advised that all pending issues have been resolved between AJ Madison and the customer directly on 8/**/2013.

We offered the customer a 10% refund off the product and a replacement part. The customer accepted our offer. Here is the E-mail from the customer confirming he's accepting our offer:

Hi [redacted],

Thank

you for your prompt response.

Yes, I would like to receive the following

two options:

(1) A 10% refund

(2) LG will send the replacement part to a

servicer directly. Once they have received it, they will contact me for an

installation appointment.

_________________________________________________________________

The customer is now completely satisfied with their purchase from AJ Madison.

Please let me know if you need any additional information.

Thank you,

AJ Madison

Review: I purchased a Viking electric cooktop and the extended warranty via the AJ Madison website on **OCT2015 for the total purchase price of $1398.00. The order was shipped on October 22 via freight shipping through the company AM Home Delivery. I was contacted on by AM Home Delivery on **Nov2015 and provided a delivery appointment for Thursday Nov * between the hours of 11:00am and 3:00pm, via voicemail left by the company. My husband returned the phone call and confirmed the delivery appointment date and time. He also provided an updated contact phone number of [redacted] because he was going to be the person available to accept the delivery. He also told them that the original telephone number provided for myself ([redacted]) was not a good number to use due to my poor cellular reception at work, and my unavailability that morning due to a previously scheduled meeting. My husband made arrangements to leave work at 11:00am, and my 18 year old daughter made herself available at the house that morning, in the event the delivery driver came before my husband got home.

On the delivery date, at 9:46am a voicemail was left on my phone stating the delivery driver was 40 minutes out from our residence. I did not receive this voicemail, as I stated previously I do not have cellular reception in my office. There was also am email sent by AM Home Delivery sent at 9:47am stating the AM delivery driver was trying to contact us to let us know they were 40 minutes away from our location. This email was not received at the time due to me being in a meeting at work.

My daughter was at the house getting ready for school on the second floor and made sure that she was ready and downstairs at 11:00am in the event the delivery driver arrived. My husband left work at 11:00am and arrived at the house at 11:30am to find a missed delivery notification from the delivery driver with the date and time of November [redacted], 2015 at 11:28am. He then contacted AJ Madison’s customer service number to attempt to catch the driver before he left the area. Customer service got in contact with the driver and my husband was told the delivery driver was miles away from the Memphis metro area and the delivery would need to be rescheduled once the item was returned back to the store.

In the chaos of the moment we did not put certain information together, but after finally looking at the email from the delivery company and the times of the phone calls, we came to the conclusion that the delivery driver had shown up to our residence a hour prior to the scheduled delivery time, and that he did not take into account the change in time zones from the point of origin to the point of delivery. The point of origin was New York, which is Eastern Standard time and the delivery city of Lakeland TN, is Central Standard time, which put the driver at our residence at 10:28am; an half hour prior to the scheduled delivery window. My daughter had happened to be upstairs in the shower at that time and did not hear anyone at the door.

After several telephone calls to AJ Madison’s customer service, we have still not come to a resolution of this matter. We have no scheduled re-delivery date, and no idea when we will receive our purchase. When my husband asked for the item to be refunded, he was told that nothing could be done until the item was returned back to the store, and that if we did insist on a refund we would be charged for the freight cost of the item going back and a re-stocking fee. When I looked at the AJ Madison website regarding their refund policy it states that the shipping cost and a re-stocking fee would be applied for a delivery refusal. However this is not the case, because the delivery driver arrived and left a half hour BEFORE the scheduled delivery appointment time. My husband was told on Thursday November [redacted] that a manager would call before the end of the business day. We did not receive any phone call. He called again on the morning of Friday Nov [redacted] and he was again told that a manager was working on our issue and they would call us back before the end of the business day. We did not receive a telephone call. We received an email from customer service on November [redacted] at 3:05pm stating they were still looking into the issue and we would be contacted in 24-48 hours with further information. It is now Tuesday November [redacted] and we have not received any further contact from AJ Madison. We have no scheduled delivery date, no refund, and no other resolutions to this matter. I am very upset and feel like I am being blown off by AJ Madison, especially because WE are not the ones that messed up the times for the delivery.Desired Settlement: My husband had to take time off of work in order to be present for the original delivery. He is now going to have to take off work AGAIN to be home for the delivery.

My desired outcome would be the delivery of my purchased item within the next 7 business days AND that AJ Madison should compensate us for our time and inconvenience in resolving this matter. This should either be in the form of a refund for part of the purchase price of the item (at LEAST $200.00), AJ Madison to provide the New Leaf 5 year warranty free of charge (which would be a refund of the cost of the New Leaf warranty WE purchased), and for AJ Madison to arrange and pay for a third party contractor to install the item.

If none of these resolutions are acceptable to AJ Madison, then I request that a Full Refund of the entire purchase be issued immediately.

Business

Response:

Thank you for your email. We see your account has been refunded. Have a pleasant day.

Review: I originally made a purchase of a gas stove on 12/**/2014 on invoice number [redacted] in the amount of $1,128.00

and had been advised that a Trim Kit was available from [redacted] for this model stove. I called [redacted] to order the Trim Kit and was told that they did not sell parts directly to customers and that I would have to purchase it from a [redacted] parts dealer.

After calls to few parts dealers I was told I needed to get the part number for the Trim kit from [redacted]. I reached back out to [redacted] and was told that a product specialist would contact me with the information I needed. After a few days [redacted] contacted me to inform me that a Trim Kit was not available for that model stove. A Trim Kit was the only way the stove would go between counter tops and have a professional look.

As soon as I was made aware of this I called AJ Madison on Dec, ** 2014 to cancel that order as it would not install properly for me. I was told that the unit had just shipped and there was nothing they could do. They informed me that a $240.00 shipping charge would be charged, and a 30% restocking fee would also be charged for a stove that I never even received, but if I ordered another stove within 7 days the restocking fee would only be 15%.

Please understand that I never received the stove that was ordered on Invoice number [redacted], also the price of the stove was $989.00, 15% of that amount would be $148.35 and the shipping charge was $240.00 per AJ Madison. If you add the two amounts together they come to $388.35, the amount I agreed to when I was told I would receive the new stove by mid to late December.

I had already started receiving invoices from [redacted] Credit even though I had not received any stove, I called [redacted] and file a dispute with them after looking into it they removed all fees and charges from my account. AJ madison put the charges back on in the amount of $527.35 not even the amount that we had agreed on.

I feel AJ Madison was holding me hostage with their shipping and restocking fees. I have been on the phone with them for hours and I do mean hours, I have been told numerous times that someone would call me back, they never do. They have told me the amount has been cleared up with [redacted] but when I ask [redacted] what is the amount, its never been what I had agreed to based on the purchase of another model stove that I would receive by the end of December.

After being without a stove for nearly 2 1/2 months now, AJ Madison should compensate me for my time and untold aggravation in what should have been a simple purchase.

A side note to all that went on with this purchase is that I had to have a gas line run because our old stove was electric, the plumber wants to charge additional monies for coming back again to hook the gas line up due to the long timeframe between his trips to my home.

I understand if a item is on backorder you have to wait, but when you just keep pushing the date out something is wrong. I wonder if the problem is the price they offered for the stove was the old bait and switch technique . They have offered me other models that they can ship out in 2 days ( of which I don't want). After being without a stove for nearly 3 months, AJ Madison should compensate me for my time and untold aggravation in what should have been a simple purchase.Desired Settlement: Due to AJ Madison not keeping the promise to deliver the stove by late December 2014, they should wave all fees for exceptional aggravation time wasted on the phone and letters to [redacted] trying to resolve this matter.

Business

Response:

On December [redacted], 2014 the customer confirmed and placed and order with AJ Madsion.com for 1 major appliance and one warranty. Once the order was confirmed, a confirmation email was sent to the customer with the shipping and restocking fees disclaimer and the whole order with prices. The order shipped out December [redacted], 2014 with [redacted]. A shipping confirmation email was sent out prior to shipping with return policies as well.We received a call from the customer on December [redacted], 2014, stating the customer no longer wanted the order. We explained to the customer that the unit was shipped out 2 days prior. If they would like to refuse the order the disclosed fees would apply. The customer responded to the email agreeing to the restocking and shipping fees. As the customer wanted to place a new order, as promised AJ Madison only deducted 15% restocking from the unit the customer ordered plusthe $240.00 shipping fee. All agreed to by the customer. Amount paid- 989.00 15%- $148.35 shipping-$240.00 customer refund owed- $600.65The customer was refunded when the refused unit was returned to AJ Madison on 1/**/15. The customer does have a warranty on the order capable of moving over to the unit order. However if they would like to cancel it the refund would be in the full amount of $139.00. The request for the cancelation of the warranty does need to be made in writing and has never been requested. As for the new order that was delivered, the customer was informed the unit was on a nationwide backorder. All updates were provided to customer along with alternitive options. The customer choice was to wait for the backordered unit. The unit was deliveryed in March.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]The 15% restocking fee comes to $148.35, the shipping fee comes to $240.00 making the total $388.35. If they would take the time to look at their own invoice they will see I did not take a service contract on the last stove I purchased. [redacted] credit is invoicing me for $552.35 dollars instead of $388.35. I should not have to give them anything in writing because I did not purchase a service contract on the last stove.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Response 6/**: We have contacted [redacted] about your account. We have requested the warranty amount of 139.00 be posted back to your account. The following response was received in the resolution of your issue: The chargeback requested below has been processed to the customer’s account and should post by tomorrow. The customer is welcome to contact Customer Service (###-###-####) for assistance and confirmation. Best Regards, [redacted]If you need any further help please let our customer service know so they can assist you. Have a pleasant day Updated Response 6/**: AJ Madison has confirmed with Bill Me Later that the amount [redacted] owes to AJ Madison is $388.35 only. Any other charges he owes are not from AJ Madison, as this is a problem that he needs to bring up with Bill Me Later. Sincerely,[redacted]AJ Madison

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

When contacting [redacted] today, I was advised that the total amount owed was $413.35. That is $25.00 more then the $388.35 that AJ Madison said I owed. It was explained to me the $25.00 was a late fee, and they would waived that amount if I paid them over the phone today. I told them all my bills are paid by electronic check from my bank, and I would be glad to pay the entire amount if they could give me a invoice in the correct amount. This they could not do before the next billing cycle and I would incur another late fee. All I want is a invoice that states the total amount owed is $388.35, I don't see why this is such a big problem, there should never been any late charges until the correct amount was invoiced to me.[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered a gas dryer from AJ Madison over the phone. They sent me an electrical dryer. We did not find out the difference for a few weeks (we are building an entire house and living offsite) and began trying to exchange the machine shortly thereafter. We were told that, because we didn't call them within 24 hours of receiving the product, we could not exchange it. Also, when the dryer was delivered, their delivery crew removed the boxes to bring them into the house. They than said that another reason we could not return the merchandise was because we took the boxes off, even though, we never removed them.Desired Settlement: I would like to be able to exchange our dryer. However, we need to do this quickly. If we cannot exchange it in the next week, we will have to buy a new one, and then I would just like a refund.

Business

Response:

Thank you for your communication. Please see the following email that was provided:Hi [redacted], On your order # [redacted] We are sorry to hear that you would like to return the dryer which you purchased. If you get your merchandise, and it does not meet your needs please call our customer service department at ###-###-#### within 48 hours of receipt". We listen to the voice conversation and ** did ask you if you need electric and you said yes. And the email to the link you sent is electric. I spoke to our manager about the dryer and out of customer satisfaction she authorize the return of the dryer And we will charge you a straight $350.00, as discuss. Please email us back confirm that you agree to pay the $350.00 and we can schedule the pickup of the dryer at the same time of deliver for the Gas dryer This email has been agreed to and this issue is resolved.

Review: I called the company in April of 2013 to order a AC unit which they said they had in stock. They called me back about 5:30pm that same day and told me the item was in backorder and won't come in for 2 months. When I heard that I told them I didn't want the item anymore and to please cancelled my order. They confirmed that order was cancelled but in June of 2013 the item arrived at my mom's house but I turn it away because we did not order it from AJ Madison and we have already purchased the item from another store a day after I cancelled the order with AJ Madison. AJ Madison refunded us the money but charge us a restocking fee of $408.55. They said it's in their policy that once the items is carry out the facility we are responsible for the re-stocking fee. I placed the order because they told me it was a stock item and it'll take 3 days to delivery but once they told me it was back order and is going to take over 2 months to get I told them to cancelled the order.Desired Settlement: Refund us the charges for restocking fee

Business

Response:

Thank you for shopping at AJ Madison.

We have received your continued correspondence as submitted from you.

I sincerely apologize for any inconvenience this has caused you.

Unfortunately, we had pulled all the calls from that day and any associated with your phone number. We could not locate one from you stating you would like to cancel. We did however locate the call where the sales representative contacted you stating the unit was on backorder at which time she offered you a different model. You then declined the model and said you would think about it.

When an order is canceled a confirmation email is sent out confirming the cancelation of there order.

We have no further contact from you until after your order shipped.

With that being said, we are unable to honor your request for a refund for the shipping and restocking fees that are listed on our website and emailed to each customer before the there order ships.

We hope you will not judge us by this unfortunate experience and you choose AJ Madison for future appliance needs.

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[redacted] never offer any other model to replace the unit we originally want to order. Our original unit is a Sanyo and the only replacement for this unit is the Panasonic [redacted]. Sanyo the company was brought out by Panasonic. There is no other unit that will fit.

When she told me the unit was in back order for 2 months and never mention anything about any other unit to replace the Panasonic, I clearly told her to cancelled this order and she clearly said the order has been cancelled.

If they said they have the phone conversation of [redacted] offering another model please provide.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for shopping at AJ Madison.

The email address that you have provided to us and have written to us from is [redacted]

This is also listed on your invoice that cannot be edited once the order was shipped.

As explained there is no longer anything we can do in regards to fees as stated in our policies.

Your account was credited on 6/**/13. Todays date is 4/**/14.

We again apologize for any inconvenience.

We hope you will choose AJ Madison for future appliance needs.

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

the reason why this took over a year because my cc company have been in contact with u for almost a year. This was my last result to resolve this issue.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: We ordered the products on 11/**/14 and we are still waiting for our order over 2 months later. Communication is very poor from AJ Madison. I have emailed them countless times and keep getting the runaround. This amount of delay is unacceptable.

I was also supposed to get a 1.5% cash back by placing this order through the affiliate marketer [redacted]. AJ Madison told [redacted] that the order didn't go through properly and didn't honor the click though. This would have been an approximate $40 cash back for me, and I was sure that I followed the instructions properly for the fatwallet "click-through". I never have issues with any fatwallet cash back sites. I initially called to speak to a customer service rep and inquired about the delivery delay and the cash back issue in December. The person I spoke to was rude to me and hung up on me.

The rebates which required the serial number are also in jeopardy of not being valid since they are time limited.

This delay is impacting our daily life. It is unacceptable for a AJ Madison to make a sale and hold the customer hostage. I could have purchased from another company and would have if they were honest with their availability and ship date. I want to escalate this issue to AJ Madison management. I expect free delivery to my kitchen and an additional 10% discount to make this right.Desired Settlement: I expect delivery very soon!

I expect free delivery to my kitchen and an additional 10% discount to make this right.

I expect an explanation email from someone who is in charge.

Business

Response:

Thank you for your email. Please note your account has not been charged.We will only charge your account once the order ships. You have the ability can cancel the order before it ships with no fees at anytime.If you would like to cancel the order please simply let our customer service know either by calling us or email us. We are sorry that the manufacture has had such a large backorder. No additional discount will be applied to your order. We apologize for the wait. Have a pleasant day

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

My concerns have not been addressed/answered in the company's response: 1) When we placed our order, the online advertisement indicated that it would be ready to ship on 12/**/14. Why advertise this if it is not true. I have received multiple promises on new dates which have come and gone. Now, I don't even get a response when I request status. This is unacceptable. When should I expect my order to be shipped? 2) If this is only an issue for the [redacted] stove, then please ship the dishwasher. Summarize what is on back order and what is not. Ship any items not on backorder. We need our appliances and we also need the serial numbers for the rebates. 3) We need the serial numbers for our rebates! Getting the serial numbers to the rebate company is time limited. What will happen if I don't receive my appliances in time to qualify for the advertised rebates??? Will I be reimbursed? 4) When I asked to speak to your affiliate marketing department to discuss my [redacted] click through issue, the representative on the phone hung up on me. Please contact me to discuss why my [redacted] click thru was not properly applied. Please review who spoke to me about my order because they hung up on me when I asked to speak to a [redacted]. Thanks

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for your email.We have looked into your order and see you were emailed in regards to your inquiry about the rebate submission. The following email was sent to you from customer service: Thank you for placing your order with AJ Madison. Unfortunately, we can't give you discount 10% as it is below our cost, all the dates we provided we received from [redacted] directly. Your rebates will be honored, please submit the rebate forms by postmarked date without the serial numbers, once you took the delivery please call us back with the serial numbers and the rebates will be honored. I apologize for any inconvenience.If you would please provide our customer service team with a rejection letter(s) from the rebate companies, for the rebates that were in effect when you placed the order in November 2014 and needed to be post marked by Dec, **,2014, we can help you resolve this issue. We look forward to hearing from you. Have a pleasant day.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Okay. I appreciate that AJ Madison has finally agreed to resolve any rebates rejections due to late serial number submission from their late delivery. Unfortunately, I now have a much bigger issue. The range and dishwasher were delivered when I was away on business. This weekend we just unboxed the dishwasher and paid $100 to our contractor to have it installed. After installation, we realized that the dishwasher doesn't have a third utensil rack as it should. We were sent the wrong model dishwasher! We paid for KDTE334DSS, but we were sent KDTE304DSS which is an inferior model. This is ridiculous! We ONLY purchased from AJ Madison because there were one of the few companies that carried the KDTE334DSS. We received serial number [redacted] (KDTE304DSS). We are totally disappointed by our experience with AJ Madison. I can't believe that we keep having issue after issue with them. How can they maintain an A+ rating with the Revdex.com? I would hope and expect that a [redacted] from AJ Madison will call me to resolve this latest issue. How does this happen when the Bill of Lading that came with the delivery says the correct model number KDTE334DSS?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased what was advertised as a new DCS range (model# RGU486GLN) from AJ Madison in February of 2013 (Order # [redacted]). The product was deliver without incident and maintained in a climate controlled secure area of my home until installed in November of 2013. The product had limited usage while under the 1 year manufacturer warranty. After the range started getting regular usage we faced numerous issues with stove top and oven cooking. We placed a service call and have had 4 visits so far with no resolution to the issues with the range. During each visit the different service technicians found issues with the range that showed evidence of the device having been previously installed and/or converted from propane to natural gas. This product has absolutely not performed as designed! Knowingly or unknowingly AJ Madison shipped a used defective product. We have made several attempts to track the origin of this unit with AJ Madison and [redacted] with no success. We made a significant cash outlay for this kitchen appliance and had high expectations that it would provide years of service. Unfortunately that has not been the case and we need some support from the manufacturer and their authorized agent to get this situation resolved.Desired Settlement: We want what we paid for...a new functioning as designed DCS range.

Business

Response:

Thank you for shopping at AJ Madison. We have looked over your account. We see the unit was purchased in 3/**. The only call we have received was in 4/** requested a proof of purchase for bank program the customer was associated with.It is now 1/**, unfortunately the unit does only come with a year manufacture warranty and no extended warranty was purchased with AJ Madison. The manufacture may offer an extended warranty on major components for your unit. If you have any other questions please contact either the manufacture or AJ Madison customer service for assistance. Have a pleasant day.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This response is unacceptable. Is AJ Madison suggesting they would take a different position if an extended warranty were purchase through their organization? If AJ Madison would check their records more carefully they would know that an extended warranty for this product was purchased through AJ Madison, which covers this, and two other major appliances purchased through their company. Unfortunately AJ Madison's response is typical of their lack of professionalism and limited concern for client satisfaction. The larger issue here is AJ Madison's unwillingness to research the history of this unit, which is most, certainly is a lemon or was not a new unit (maybe floor or display model) when sold. They appear to be unwilling to acknowledge that a query was made regarding the history of the unit. This goes beyond a warranty issue, as it appears to shed a light on what has potential to be a case of unethical business practices. It is a sad state of affairs when neither the distributor nor the manufacturer takes these accusations seriously enough to investigate. They both have their money and customer satisfaction does not appear to be a priority at all.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for your communication. We are happy that the warranty company has contacted you and are resolving your issues. We are sorry that we can not provide paper work as to your request. As all of our delivered are picked up directly from the manufacture via paid trucking company this is all internal. This is how all of our ordered are proceeds minus drop ship units (units that are shipped with the manufactures trucking company directly)Again we are happy to hear your unit is being repaired via the extended warranty. Have a pleasant day

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The request was not for "paper work" and I don't have a working unit yet. Please understand we have a trust issue hear after I been dealing with a $7k headache that is directly related to an issue with this unit having been used and /or modified. If I ran a business claiming to be the number one internet based appliance sales company who supports their clients after the sale , I would be very concerned about this situation. I would want to understand how this could possibly happen. Therefore I come to the conclusion that you dont get it or you simply don't care. I strongly recommend you make an effort to work with DCS to provide a communication validating your position. The request was not for "paper work" and I don't have a working unit yet. Please understand we have a trust issuehear after I been dealing with a $7k headache that is directly related to an issue with this unit having been used and /or modified. If I ran abusiness claiming to be the number one internet based appliance sales companywho supports their clients after the sale , I would be very concerned aboutthis situation. I would want to understand how this could possibly happen. Therefore I’ve come to theconclusion that you don’t’ get it or you simply don't care. I strongly recommend you embrace a path to closure and work with DCS to provide a communication validating your position.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,