Albo Appliance

Complaint: [redacted] I am rejecting this response because: "trying to move up[ the date" from july is nonresponsive to the exigency of the issue our house is torn apart because this unit sits in the dining room and all the contents of the cabinet are scatterred around the houseperhaps I wasn't clear please see the following [redacted] review : [redacted] friends reviews Share review Edit review 5/27/the purpose of a brick and mortar company is to provide a level of service not available on the internet.in the past albo appliance (audubon, nj branch) has performed admirably in that role we bought a [redacted] stove whose burners were so easily dislodged that they were a danger (unstable platform to pots and pans)[redacted] battled mightily but our albo rep, ginny, held ground ultimately replacing it with a [redacted] stove.since then we bought from albo a [redacted] microwave and a [redacted] refrigerator and a garbage disposer.that was then, this is now.we decided to not repair our microwave (blower died) and bought from albo a lower level [redacted] microwave , [redacted] , that had the features we want.we installed it under a typical cabinet using filler blocks, as recommended, to match the cabinet overhangthe microwave rests on a rear bracket and is then raised and secured with two machine screws that screw into two anchors on the top of the microwave(the directions call for three, but only two are available)the day after it was installed it had sagged away from the cabinet 3/8" or morewe were able to see the two anchoring spots and they had deformed the top of the cabinet by that 3/8".we dropped the front of the cabinet and reassured ourselves that the anchors were totally dependent on sheet metal for strength!!!! apparently, in **'s attempt to compete at the low level they sacrificed structural integrity(i realize we could remove the filler blocks and crank away on the fasteners but the fasteners would go deeper into the unit than designed contacting who knows what.no consumer could possibly see this defect in any reviews.and what does this brick and mortar company do to serve a function? "we're just salesmen" and "we don't have technical people".they referred us to a [redacted] phone number (not even facilitating the process by calling their [redacted] rep) [redacted] jumped right on it and said we could get a technician july (six weeks hence)all we wanted is to return a structurally deficient product that is impossible for a consumer to see easy peasy not so in the new albo world.we've filed a Revdex.com complaint and stopped payment with the credit card company.what a horrible way to do business ginny, wherever you are, you're missed!!! [redacted] **

This is a response to the complaint by our customer [redacted] (ID#: [redacted] ) Mr [redacted] had service issues with his washer and dryer under the manufacturer's warranty (lasting one year from date of purchase) Under the manufacturer's warranty, Albo is permitted to replace appliances only once we are authorized to do so by the manufacturer In this case, [redacted] gave us the okay to replace the washer and so we did back on 4/13/16.Regarding the dryer, since [redacted] 's protocol is to repair an appliance before replacing it, Mr [redacted] was given a service appointment It is then up to [redacted] to determine whether or not the unit should be replaced while under their warranty Until Albo is notified that [redacted] authorizes a dryer exchange, Mr[redacted] has to have further service (if still necessary) or call [redacted] to discuss his options with them Albo will not issue Mr [redacted] a refund since one of his units was already replaced and the other was repaired per the manufacturer's suggestion.Please contact me at your convenience with any further questions.Thank you,Tom BAlbo ApplianceGeneral Manager [redacted] (p) [redacted] (f)

Under the terms of the sales agreement this product is covered under the ** WarrantyThey are the ones that determine the fitness/defect of a product once it is installedWe will contact **, on the customers behalf, to try and
get the date moved up

Business Response to a Complaint
cellpadding="0">
Complaint ID#:
***
Company Name:
Albo Appliance
Company Contact:
*** ***
Company Phone:
***
Company Email:
***
Person Who Sent the Complaint:
*** ***
Staff Member:
*** ***
Response:
We did not and do not warranty the productThe Electrolux appliance come with a manufacturer's warrantyThe product was not serviced by us but by the Electrolux factory authorized service technicianThe unit was exchange by the manufacturer and under their warranty and/or consumer guidelinesWe do not have the authorization from Electrolux to process exchanges and/or returns of their product without their approvalAlthough we have sold the product it is unreasonable to assume that we would know how an individual product will perform within a particular consumers householdIf the consumer wishes to proceed, the best course is through the company that developed and manufactured itWe have tried to assist by intervening on the customers behalf to get this resolved but have been unable to get the resolution the consumer desiresThank You, *** ***
Sent on: 2/19/2:40:PM

Complaint: ***
I am rejecting this response because:
Tom B took it upon himself to replace the washer with a different style washer of less value than the original and not refund me any moneyI do not necessarily mind being the washer he provided works better than the originalHowever, he assured me that the dryer would also be replaced so I did not spend $2,on a brand new mismatched setSaying the washer dryer set cannot be refunded unless *** approves it is nonsenseHe can very easily pick up the dryer and replace it with the matchTelling me to call him if I have any further issues is also nonsense being I have called him almost every day since he robbed me and he simply does not answer the phoneI do not accept his responseI should not have *** out to service a washer and dryer that is days oldThe dryer should not have to be completely disassembled in order to repair it after daysI should not be fed lies from Tom B and be expected to live with itI should not have to spend $2,on a piece of equipment that does not perform properly.
*** ***

Regarding our
conversation about Mr***, we are waiting for Mr*** refrigerator that is on a national back order with Whirlpool, which is why we have been given multiple estimated dates of arrival by the manufacturer. At Albo, it is never our intention to mislead the customer on the estimated time of delivery from the manufacturer. We have several customers waiting for this model but he will receive the first one we get in stock when it becomes available. Customer information below. Please contact us with any further questionsThank you very much

Our invoice does state on back that 'All sales are Final' but we deliver to multiple statesOur invoice on the front stated 'The merchandise...special order, noncancelable or returnableProduct
covered under the manufacturer's warranty only' The manufacturer's rep from *** mattress contacted them directlyThe husband stated that the mattress was fineThe manufacturer's return policy on that bed can only be claimed between and daysThey would not take back the mattress prior to daysThis return process is through and by the *** manufacturerThe product she purchased is one of the very few the manufacturer issues a comfort guarantee but you still need to abide by their terms
Sent on: 3/13/10:41:AM

Complaint: ***
I am rejecting this response because:
*** ***/Albo: Our invoice does state on back that 'All sales are Final' but
we deliver to multiple states.
*** *** NJ Office of theAttorney General, Division of Consumer Consumer Affairs consumer brief states: "...if the the item is NOT marked "as is" the seller
1. *** ***/ALBO:
may not use words like "nonrefundar invoice does state on back that 'All sales are Final' but we deliver to multiple states
" "all sales final," "no cancellations" or "all mattress sales final" on the sales ticket or the contract." I do not understand why Mr *** makes the statement that 'we deliver to multiple states'. The law in New Jersey prevails in New Jersey regardless of any other state's laws regarding furniture sales
*** ***/Albo: Our invoice on the front stated 'The merchandise...special order, noncancelable or returnableProduct
covered under the manufacturer's warranty only'
RESPONSE
*** *** This was NOT a special order. We purchased a mattress right there on display in the store. There was no special order. We tried out the mattress displayed. We did not order a 'special' order
*** ***/Albo: The manufacturer's rep from *** mattress contacted them directlyThe husband stated that the mattress was fineThe manufacturer's return policy on that bed can only be claimed between and daysThey would not take back the mattress prior to daysThis return process is through and by the
*** manufacturerThe product she purchased is one of the very few the manufacturer issues a comfort guarantee but you still need to abide by their terms
*** *** Yes, my husband said the mattress was fine for him but of us must sleep on it. It may be a wonderful mattress--but not for me. My husband is part of this complaint as he witnesses that this particular mattress aggravates back pain for me when slept on for a hour night Also, please refer to *** *** #above. It is illegal in NJ to state that your 'furniture' product including mattresses in nonreturnable and nonrefundable. We paid our money to ALBO. We did not pay any money to *** representative, *** ***, to whom *** *** referred
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I did not make a "special order" I ordered a mattress as shown on the salesroom floor It is 'the' standard *** Hybrid model No special request; no requested alterations I purchased the showroom model as presented This was not a special order My receipt is clearly marked, "ALL SALES ARE FINAL" Please review the Office of the Attorney General, NJ Consumer Affairs Buying Furniture Consumer Brief which states, "...If an item in the store is sold 'as is', then the seller is within the law if the store refuses to issue any refund or allow the return of the item However, remember that if the item is NOT marked 'as is' the seller may not use words like "nonrefundable", "all sales final," "no cancellations" or "all mattress sales final" on the sales ticket or the contract."
Clearly, ALBO Appliances and Mattresses and *** Mattress Corporation are not complying with NJ Law as regulated and enforced by the Office of the Attorney General of NJ
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:  "trying to move up[ the date"  from july 1 is nonresponsive to the exigency of the issue.  our house is torn apart because this unit sits in the dining room and all the contents of the cabinet are scatterred around the house. perhaps I wasn't clear.  please see the following [redacted] review : [redacted] 0 friends 2 reviews Share review Edit review 5/27/2015 the purpose of a brick and mortar company is to provide a level of service not available on the internet.in the past albo appliance (audubon, nj branch) has performed admirably in that role.  we bought a ** stove whose burners were so easily dislodged that they were a danger (unstable platform to pots and pans).** battled mightily but our albo rep, ginny, held ground ultimately replacing it with a [redacted] stove.since then we bought from albo a ** microwave and a ** refrigerator and a garbage disposer.that was then, this is now.we decided to not repair our microwave (blower died) and bought from albo a lower level ** microwave , [redacted], that had the features we want.we installed it under a typical cabinet using filler blocks, as recommended,  to match the cabinet overhang. the microwave rests on a rear bracket and is then raised and secured with two machine screws that screw into two anchors on the top of the microwave. (the directions call for three, but only two are available)the day after it was installed it had sagged away from the cabinet 3/8" or more. we were able to see the two anchoring spots and they had deformed the top of the cabinet by that 3/8".we dropped the front of the cabinet and reassured ourselves that the anchors were totally dependent on sheet metal for strength!!!!  apparently, in **'s attempt to compete at the low level they sacrificed structural integrity. (i realize we could remove the filler blocks and crank away on the fasteners but the fasteners would go deeper into the unit than designed contacting who knows what.no consumer could possibly see this defect in any reviews.and what does this brick and mortar company do to serve a function?  "we're just salesmen" and "we don't have technical people".they referred us to a ** phone number (not even facilitating the process by calling their ** rep).  ** jumped right on it and said we could get a technician july 1 (six weeks hence)all we wanted is to return a structurally deficient product that is impossible for a consumer to see.  easy peasy.  not so in the new albo world.we've filed a Revdex.com complaint and stopped payment with the credit card company.what a horrible way to do business.  ginny, wherever you are, you're missed!!! [redacted]

Complaint: [redacted]
I am rejecting this response because: the dryer came with 2 error messages and had to be disassembled 90% in order to replace a defective part after only 45 days. The machine is a lemon as the repairman from [redacted] Appliance even stated that he had never seen this before. Further it is equally about the fact that Tom B ASSURED me that he would replace my dryer since he was replacing the washer with a different model and now they do not match. I told Tom that I would only accept a replacement washer (and not a refund) if he replaced the dryer with the matching unit. I refuse to accept this response and will continue to until Albo and Tom B pick up their appliances and provide a full refund or simply replace the defective dryer with the matching dryer to that of the replacement washer. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The attached e-mail that Ed A sent to Tom, his GM, is a lie.  I have e-mails from him spelling out everything I needed well before I knew my measurements.  When I went back, it wasn't to place my...

order, it was to come in with my specific plan set and go over what I had.  I did speak to [redacted] and they gave me a few suggestions to take back to the salesman and compare.  The fact that I was sold BOTH a horizontal discharge kit AND a vent cover is completely contradictory.  I had no clue what either of them were for, which I do recognize should've been my responsibility to learn, but I was trusting Mr. A wouldn't sell me a product I didn't need.  He never questioned [redacted]'s suggestion on the duct cover like he states.  I also find it interesting/convenient that he can quote a conversation we had from before 10/19/15 when the order was placed to 12/9/15 when this e-mail was written.  Even if you were to assume this all happened the way it did, then why would he continue to sell me the horizontal discharge kit?  I also question that, within the dozen or so e-mails I have from him, why wasn't the return policy EVER bought up in those e-mails?  Now we get into the return portion of his e-mail where he claims I called him a week later to return the product but the order was placed on 10/19/15 and the product wasn't returned until 11/25/15.  I find it strange that someone can quote a conversation from over a month prior but can't remember the difference between one a four weeks.  Anyway, I did call Mr. A to ask about returning the item and was surprised to hear about the no-return policy and was more surprised that he had a memory of a conversation where he informed me of this.  He did reach out to the GM and got back to me about the restocking fee.  Normally I understand the reasoning for this fee however, when I'm told I need a certain product then come to find out that I don't and learn that the Seller will be taking a fee to return that product I question the motive a bit.  (Side note: I later find out that [redacted] doesn't charge the restocking fee and that it's to their sales company's discretions)  What Mr. A conveniently leaves out is that, at the time, I was also talking with him about purchasing a built-in microwave. So I asked that he go back to his GM and see if he would wipe out the 20% fee seeing that I was about to purchase another item for approximately $800-$900.  For a person to be in the mindset to "DEMAND" anything, I would believe they'd be pretty upset and or pissed.  I wouldn't think that same person would continue to try and buy additional product from this company.  I was quickly told that he's not interested in making that deal.  He also leaves out the fact that it was Mr. A's SUGGESTION that I speak to his GM myself.  He said he left Tom a number of messages as I did myself at all three locations.  On 11/27/15 I called again for either the second or third day in a row. The gentlemen who answered took my message a few times and informed me that Tom never going to call me back so he gave me what I was told was the GM's cell phone.  When I called him after hours that evening, he claimed it was his home line.  It was on that call, before I was hung up on, that Tom told me to come into the Maple Shade store the next day.  I went in as soon as the store opened and again was informed that Tom was in a meeting and when I told the salesman I would wait he informed me Tom wouldn't see me.  I then informed customers about the situation and one of the salesmen called the police.  I returned the product with the stocking fee intact but told them I'm not satisfied.  ALBO took $90 from me and I will not be satisfied until it's returned.
Regards,
[redacted]

Response:
The invoice states "SPECIAL ORDER, NONCANCELABLE OR RETURNABLE".

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]   [redacted]

Business Response to a Complaint
cellpadding="0">

Complaint ID#:


[redacted]


Company Name:


Albo Appliance


Company Contact:


[redacted]


Company Phone:


[redacted]


Company Email:


[redacted]


Person Who Sent the Complaint:


[redacted]


Staff Member:


[redacted]


Response:
The washer was delivered as said. All washers water tested at the factory. This leaves some water in the system which froze during those excessively cold days. This is not typical because we store the units in a heated warehouse to prevent this but the low temperature caused a rapid freeze in our trucks. The unit if run prior to thawing will cause damage. She did not want the unit so we returned to the store. In the meantime we received a 'Charge Back" from our bank for this purchase from this customer for the full amount. As per the [redacted] Bank Agreement that we are unable to issue a credit once the customer initiated this. We explained this to Mrs. [redacted] and the fact that the charge back already took the funds out of our account too. Thanks, [redacted]
Sent on: 2/17/2014 12:46:34 PM

This is a response to the complaint by our customer [redacted] (ID#:[redacted]). font-size: 12.8px; font-family: arial, sans-serif;"> Mr. [redacted] had service issues with his washer and dryer under the manufacturer's warranty (lasting one year from date of purchase).  Under the manufacturer's warranty, Albo is permitted to replace appliances only once we are authorized to do so by the manufacturer.  In this case, [redacted] gave us the okay to replace the washer and so we did back on 4/13/16.Regarding the dryer, since [redacted]'s protocol is to repair an appliance before replacing it, Mr. [redacted] was given a service appointment.  It is then up to [redacted] to determine whether or not the unit should be replaced while under their warranty.  Until Albo is notified that [redacted] authorizes a dryer exchange, Mr.[redacted] has to have further service (if still necessary) or call [redacted] to discuss his options with them.  Albo will not issue Mr. [redacted] a refund since one of his units was already replaced and the other was repaired per the manufacturer's suggestion.Please contact me at your convenience with any further questions.Thank you,Tom BAlbo ApplianceGeneral Manager[redacted] (p)[redacted] (f)

We have received your copy of the second complaint by [redacted], ID [redacted].  As stated in our previous response, Albo Appliance is not responsible for exchanging Mr. [redacted]'s dryer as we would need authorization from [redacted] to do so.  The dryer is under the manufacturer's warranty and thus under the manufacturer's discretion to replace if they find the unit has issues that cannot be repaired. In order for this to happen, Mr. [redacted] must call into [redacted] ([redacted]) and get further service to determine whether it can be fixed.Thank you,Tom BGeneral ManagerAlbo Appliance[redacted]

Business Response to a Complaint
cellpadding="0">

Complaint ID#:
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
 
 
 
 
 
 
 
 
 
 
 
 
pia


Response:
We are aware of the extended time the customer is waiting for their needed part. The service agency, Mr. [redacted], is the [redacted] Factory Authorized agent for this area. They have been waiting for [redacted] to supply this part. We are told that the part wa not available stateside and are awaiting shipment from overseas. Albo's contract does state that we are not responsible for delays on parts. The factory representative has been made aware of this also and is working on it from his side too.
Sent on: 2/28/2014 12:55:59 PM

1. The mattress was a special order and fabricated for that customer on which they have slept on. Albo does not take back or exchange any mattress. This was stated prior. Any warranty/comfort issues is solely up to the manufacturer's discretion ([redacted] Representative). 2. It is Albo's policy to try and resolve issues our customers have with the manufacturer. In this case the manufacturer has offered to exchange or upgrade the mattress for the customer. This was relayed to [redacted] but we have yet to get a response.

Complaint: [redacted]
I am rejecting this response because:
The attached PDF of the NJ Consumer Protection Law regarding furniture sales, including mattresses, is NOT arbitrary, it is established NJ law. 
ALBO Appliances and Mattress does not have a 'return policy' and all their receipts are marked, "ALL SALES ARE FINAL".  This is against the law.  ALBO has not offered us a refund; the general manager, [redacted],  states that he will take back the mattress and we can buy another one of equal value or pay the additional amount for a costlier mattress.  This is not acceptable according to the NJ Law.  [redacted] also stated that I special ordered this mattress.  THIS WAS NOT A SPECIAL ORDER.  We tried the mattress and ordered the model we tried with NO special requests.  [redacted] has consistently stated that '[redacted]', the manufacturer, will not give our money back.  I did not pay [redacted], I gave my money to the retailer, ALBO.
Regards,
[redacted]