Allstate Appliance, Inc.

Allstate is flat out lying.  The wine cooler specifications are correct but they sent a wine older that was left hinged.  The refrigerator did not have a crease, it had a large gash in the right...

back seam.  It was sold to us as a close out item, never mentioned it was damaged.  Allstate did nothing at their expense.  It has been a nightmare.  We were required to pay up for the new refrigerator,  they lie.  But, as our only recourse through this process, we are disputing the charge through American Express.  Allstate also forgot to mention the ice maker specifications and model number do not match the model that was sent to us.  This company is the worst experience we have ever encountered.  This matter is not settled.  I am personally taking the time to get the parts we need.  In fact, I tracked down the connection kit through Milestone and picked it up yesterday.  I worked with Jerry at the National Distributor company and he has found the missing panel kit.  It was shipped yesterday.  Allstate has done nothing to assist is.  I am working with Diandra M[redacted] at [redacted] to receive our missing parts.  She is waiting for approval to have them shipped.  Allstate has made no attempt to correct the [redacted] ice maker.  I reject their response due to the inaccuracy of the facts.

These assertions made by Mr. A[redacted] are ludicrous.  There was absolutely NO deception on our part.  We have absolutely gone above and beyond to accommodate this customer.  Back orders are an issue over which we have no control.  It is understandable to be frustrated by this, we are frustrated, as well.  However, Allstate Appliances does not manufacture product; we can only deliver the product as we get it from the manufacturer.  We took the trouble to locate the sole remaining cooktop in the country, hired a driver especially for the purpose of driving to Las Vegas to pick it up and deliver it directly to Mr. A[redacted].  It did have to be removed from the box in order to fit in the driver’s car.  It is possible that the manual was left in the box.  If Mr. A[redacted] had a problem with this when it arrived, he should have refused the cooktop at the time of delivery.  Instead, he accepted the cooktop and had it installed in his home.  To come back after the fact, call us liars, and try to extort money from us is egregious.  Even after the harassment we have endured with this customer, we offered to take the cooktop back and give him a full refund, which he refused.  We are still willing to take the cooktop back and provide a full refund if it is still in like-new condition.  What more can a company do??  Allstate Appliances takes customer service very seriously.  We would not have survived in business for 46 years without doing so.  Once in a while, we run into a customer whose agenda is not to be reasonable or fair-minded, but to try to take advantage of a situation wherever he can.  Mr. A[redacted] is one of these customers.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I reject Allstate Appliances’ response to my complaint. I will not accept responsibility for their unprofessional conduct and the blatant accusations leveled by them upon us in their answer. This whole situation is their fault. They need to take responsibility for the shoddy management and technical practices and remove all responsibility from us.My Goodness, what a total and shameful fabrication of distorted facts! Mr. [redacted] is not telling the truth concerning the Dishwasher (DW) installation and I have Allstate Appliance (AA) documents that prove it. Here are the facts: ---Background: In March 2014 our original dishwasher drain line broke due to an improper contractor installation causing extensive water damage to our kitchen cabinets. In June 2014 we decided to replace the cabinets and decided also to replace some of our appliances. We bought all of the appliances from AA because they were recommended as a high quality business. I have the original receipts with model numbers dated 06/30/14. AA scheduled those appliances to be installed on 9/12/14. ---We paid $335 for installation of all purchased appliances. I mention this only because Mr. [redacted] says he refunded all our installation fees which is also false; they refunded only $80 for the DW installation. ---On 9/12/14 AA arrived at our home with all the appliances ([redacted] DW Model [redacted] which is the wrong model, [redacted] Range, [redacted] Microwave, VENTAHOOD Wall Chimney and VENTAHOOD Duct Cover). The DW was the wrong model and the VENTAHOOD Wall Chimney was damaged so both items were returned to AA. Before leaving our residence the AA installers left an annotated sales order reflecting which appliances were installed and which were returned (along with the wrong dishwasher a damaged VENTAHOOD Wall Chimney was also returned). Mr. [redacted] statement accusing me of fabricating a receipt for a different model number is an outright lie and slanderous. I have a copy of the sales order with a scheduled date of 9/12/14 on which the Dishwasher Model # was overwritten by someone to reflect the model they intended to install (Model #[redacted] vs. the [redacted] model we ordered and paid for). So how could I have written over the model number if the AA crew arrived at my home with it and the crew compared their over-written document with my original receipt to verify they had delivered the wrong model? Additionally, my original 6/30/14 Allstate Appliance receipt indicating sales order #[redacted] shows we purchased several appliances including the subject dishwasher. Item #2 on the receipt reflects the following: D Model:[redacted] Brand:[redacted] Mr. [redacted] statement that AA "did honer that even tough the dishwasher was not what he paid for" (his spelling and grammar) is ridiculously self serving and totally untrue. AA didn’t do me any honor or favors…they eventually installed the DW model we paid for and is reflected on our original receipt…Period! ---On 9/17/14 the AA Installation crew arrived at our residence with the correct [redacted] DW Model [redacted]. ---Mrs. Smith was present at our residence during the DW installation. I, MR. Smith, was NOT present during the DW installation. ---The AA installation crew completely installed the DW including all hoses as documented on AA Sales Order (AASO) [redacted]. This fact debunks Mr. [redacted] assertion that we told them not to do anything...If we told them not to do anything, how is it the DW was completely installed and so stated by the AA crew on the AASO? ---The AA installer documented on the AASO "advised homeowner to change out inlet at drain hook-up". He advised this because the drain hose extension he used was too small a diameter to properly fit the under-sink drain tailpiece. He told Mrs. Smith he had to force the hose to fit the tailpiece and he tightened the clamp extra tight to prevent any leaks until we replaced the under-sink drain that would include a smaller diameter tailpiece to fit the hose he installed. ---The diameter of the installed extended drain hose, which was not the [redacted] extended hose illustrated in the installation instructions, was too small to properly fit over the inlet drain hook-up (under-sink drain tailpiece) placing additional stress on the hose and tailpiece and adding risk to joint failure and damage to our property. ---I arrived home and saw the improper hose installation and paperwork annotation requiring us to replace the under sink drain plumbing to correct the improper AA installation. I reviewed the installation instructions and called AA to advise them there was a [redacted] extended drain hose kit specifically designed for our situational configuration and I wanted it used since it would fit the currently installed under-sink drain tailpiece and negate adding the heavier rubber hose extension set up that caused my last drain line to break and leak and damage our cabinets. I talked to someone named Gordon who said he would take care of it. I later received a call from AA Mr. [redacted] who said he would order the hose and get it installed. Thereafter, on several occasions, Mr. [redacted] advised the hose extension was received and the AA installation crew would install them on subsequent trips to our home to install other appliances...this never happened. Subsequent phone calls to AA [redacted] and others were answered with excuses that the part is somewhere in the ware house or needed to be reordered, etc). ---10/7/14: After prior calls with AA’s Mr. [redacted] during which he stated the extended drain hose was received and would be installed when his crew showed up today to install other items, the crew showed up without the hose and had no knowledge of its whereabouts. ---10/14/14: Called [redacted] to arrange hose installation and installation of other appliances. He said he would call me back in an hour. He never called back. ---10/15/14: Again I called [redacted] to arrange hose installation and installation of other appliances. He said he would call me back in an hour. He never called back. ---10/16/14: Called [redacted] to arrange hose installation and installation of other appliances. I left a message which was never returned. I was contacted by Stone Creek Furniture, our cabinet installers who recommended AA for our appliance purchases, and advised they along with AA would be at our home 10/27/14 to complete installation of the rest of the appliances. AA was supposed to bring the DW extended drain hose. ---10/27/14: AA installation crew along with [redacted] arrived at our home to finish VENTAHOOD installation and install DW extended drain hose. They did again did NOT have the drain hose. Mr. [redacted] said he would go back to the warehouse and get it and ensured me he would return. He never returned nor did he call me to advise his intentions; and the hose was not installed. The Project Manager for Stone Creek Furniture who installed our cabinets also arrived at our home to finish some work and to help with the installation of the VENTAHOOD. ---10/31/14: Went to the AA [redacted] store to talk to a manager or owner since I wasn’t getting any results. Instead of a manger or owner I was introduced to [redacted] who said the hose was on order and would be in soon. He gave me a copy of an AA Order #[redacted]A with his signature on it. While there I explained to [redacted] I wanted the drain hose installed IAW the [redacted] installation instructions so I could avoid another incident of the water damage, cost and hassle caused by the improper installation of my previous DW; and to avoid having to deal with the insurance company’s lawyers who were suing [redacted] for that faulty installation. I wasn’t suing anybody…my insurance company was. So Mr. [redacted] statements that I met with the owner and that I stated I was suing anybody are completely false. Additionally, his self-serving statement that AA "would refund his entire installation not just the dishwasher and give him the [redacted] hose at no cost" is also false. AA refunded only the $80 DW fee…that’s it! And the [redacted] hose was the wrong hose. ---11/06/14: Received call from AA [redacted] advising me the extended drain hose was received and might be installed this week. He sent a picture of the hose to me via text. I responded that I couldn’t see a part number so I couldn’t be certain it was the correct hose. ---11/08/14: Since I hadn’t heard anything back yet again, I filed a Revdex.com complaint. ---11/10/14: I called [redacted] to see when the hose he received would be installed. He advised me that his boss, [redacted], said AA would not be doing business with me anymore and they would send the DW extended drain hose to me and refund my installation costs. [redacted] said that decision had to do with some complaint being filed. I can only assume it was because of this Revdex.com complaint filed on 11/8/14. ---11/11/14 or 11/12/14: The drain hose arrived at my home AND IT WAS THE WRONG HOSE!!! It was the regular drain hose that comes with the new dishwasher and is completely useless to me. Additionally it took more than 7 weeks, as opposed to the "two extra weeks" Mr. [redacted] asserts, before the extended drain hose AA ordered for it to arrive at my home (9/17/14 to 11/12/14). ---We were not able to use the DW as installed by AA for fear of the drain hose breaking and leaking for seven plus weeks after the AA installation. ---I finally ordered and paid for the proper hose myself and had it installed by another contractor. It’s too bad this project has come to this. The sales representative, [redacted], we purchased the appliances from was highly professional as were the receptionist and others at the [redacted] store. Things went bad with the delivery and installation processes. Those processes were the most unprofessional I have encountered in quite a while. The people were nice enough but when it came to doing the job it all came apart. Wrong items delivered, damaged items delivered twice, improper installation of DW, range and VENTAHOOD installation instructions disregarded, and promises strained or not kept. We understand that problems occur but there were just too many of them causing us much frustration and disappointment. And then the AA response to my complaint totally disregarded the facts and tried to make us look like the problem. To accuse us of doctoring documents, causing lawsuits, and directing installers not to install anything is just plain wrong! It is also wrong to expect us to sit by and accept a faulty DW installation that left us unable to use it for 7 plus weeks, direction to change out at our cost the under-sink plumbing because AA didn’t use the correct hose, and failed promises to install the correct drain hose on several different dates while wasting our valuable time. I’d like to believe Allstate Appliances is better than this. Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

Please see the attached letter for our detailed response to the C[redacted] complaint.

[redacted] purchased a [redacted] range from Allstate Appliances on May 11, 2015.  The range she purchased was one of two 30 inch professional ranges we had on our showroom floor, one electric and one induction.  Because induction ranges do not move quickly in our market, we obtained permission...

from our [redacted] Regional Manager, [redacted], to sell the induction range as a closeout item, as indicated on the sales invoice, #[redacted].  [redacted] had the unit delivered and set in the garage of her residence on May 15, 2015 and was accepted in good condition and signed for by [redacted] (see attachment).  As [redacted] performs their own installations, the range was scheduled to be installed by them at a later date.  [redacted] spoke with both [redacted], his salesperson, and myself and told each of us that at some point after the range was delivered by Allstate Appliances and before it was installed by [redacted], his granite contractor tried to lift the 400 pound range by the handle, shattering the door.  While we certainly empathize with [redacted] and [redacted], Allstate Appliances bears no responsibility to replace the door.  It was delivered in good condition to the [redacted] garage and signed for by the homeowner.  Any damage that occurred after the range was signed for is the responsibility of the party that caused the damage.  Concerning the accusation that the range was used, that is totally false.  The range was a new, unused floor model.  A [redacted] representative has verified that not only has the range never been used, but it has never been plugged in (see the copy of the email sent by [redacted] Territory Manager, [redacted], to [redacted] and [redacted] on Friday, August 7, 2015).As far as Allstate Appliances is concerned, we delivered the range that was purchased in good condition, completely fulfilling the responsibility of Allstate Appliances.Please contact me if I may be of further assistance.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[redacted] was told that two (2) induction ranges were shipped by [redacted] to Allstate in error. Allstate offered to discount a new one to us and never mentioned that we would be getting a floor model or demo unit.  The sales invoice said "Closeout" but never reflected a used or demo status.  We never knew the range was being delivered until 30 minutes before it arrived.  It had no carton, was wrapped in plastic, had the toe kick missing and food on the handle.  The delivery men were certainly not gentle and we were immediately able to see scratches on the sides of the range that were exposed.  Contrary to [redacted] statement that [redacted] was our sales person, it was [redacted].  In fact we called [redacted] 3 times over 3 days and none of our calls were returned so I went to the showroom and it was then that I first met [redacted] and [redacted].  They were cordial, apologetic for [redacted]'s failure to return our phone calls and I thought they were helpful.  When the range was delivered, I signed a receipt for one item delivered but it made no mention of the item's condition as you can see for yourself on the receipt.The big lie being spoken by [redacted] is that I told [redacted] and [redacted] that our granite contractor tried to lift the range by the handle.  Where and when did I say that?  No where and at no time.  Shame on [redacted] for lying.  How do they account for the food on the handle, scratches on the sides of the range, the top and the handle?  Why was the toe kick missing.  Where was the carton?  Why wasn't the glass oven door removed before delivery.  [redacted] states that the glass oven door is to be removed prior to delivery.  Why wasn't this done?  Allstate is a disreputable organization with untruthful employees.  Even if we cannot resolve our complaint, we need to let other people know of their deceit.  We bought and paid for new range but received a floor model in poor condition.  Simply give us a new range and this will satisfy us.

Regards,

Dr. B[redacted] states that she emphasized that she wanted a top loading SET.  Indeed, that is what she asked for.  The unfortunate part is that the top loading set, as is the industry standard, is that of a top loading washing machine and a front loading dryer.  This is the standard across all brands currently sold in the US. The [redacted] company has not produced a top loading dryer for the last 5 years. Consequently, Scott would have had no idea that Dr. B[redacted] wanted a top loading DRYER since none exist.  We completely understand the frustration here.  Unfortunately, we could not have anticipated what Dr. B[redacted] had in mind when she requested the top loading set.  The fact remains that Dr. B[redacted] ordered a [redacted] top loading set and that is exactly what was delivered to her.  As a special order item, it requires a restocking fee in order for us to accept the return.

Scott got 50% of my order correct.  I did ask for a [redacted] washer and dryer but emphasized that I wanted a TOP loading set during our first conversation.  At no point did he make me aware that they no longer made that type of dryer, or I would have never placed the order to begin with.  He sent me an email with the model number and name but no specific specifications were included, nor was a link to view the item or a picture.  I have included the email he sent me for review, which is dated 11/30.  It is ridiculous that it is almost mid March and this situation has not been taken care of.
Despite my calling at least three times, he never offered any options or solutions.  In fact, he brushed me off each time stating he had to talk to the owner (who he should see in about an hour) and he would call me back.  He never did.  There has been absolutely zero communication which I reinforces his mistake in placing the initial order.  This is the first I have even heard about getting a refund but since it was their error, I do not feel that a 25% restocking fee is justified.  I do not want the dryer, I just want my money back.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The responses from [redacted] are incorrect and we have evidence that supports this. [redacted] is the salesperson involved in this transaction and hopefully she won’t be coerced into misinforming anyone.

1.When the hood was delivered, my husband noticed right away that it was not factory wrapped or in a box like most new items bought from an appliance store. We still have not moved to our new house and the hood has not been touched, but it is obvious it is a used item. The installer installed it and scratches were noticed on the front and the heat lamp and a dark shadow around it, like it had been heated up. After my husband questioned the installer about the hood, he said all concerns have to be directed to the store because he is only a delivery person. [redacted] was called that same day and was asked about it being new and she said she has to double check and get back with us. As far as signing the delivery invoice, the installer said that by signing the delivery invoice, you just confirm that you received the items, not validating if it is new or used. Please note that even though everything was paid in full for this invoice, we did not get the duct cover or the blower motor that goes inside the hood. Only the fascia of the hood was installed.  

 

2. [redacted] is misinforming you about the purchase being a floor model. We originally were going to purchase another range, but when we went in to arrange for the second delivery that included the range and dishwasher, he said he had a better deal for us. The deal was on a brand new steam range that the manufacturer accidentally sent him two of them and he could sell us one of them. There was a floor model at the showroom that he said was the exact same thing, but brand new in a box. When [redacted] gave us the invoice, it did state “close out model, Scottsdale showroom”. We asked why this was on the invoice and she said they have to put this on the invoice to get the discount, and it was not a $3000 discount as [redacted] says, but a $1400 discount. My husband did not call the store, but I called [redacted] and told her this range does not look new and it is not wrapped or in a box. She said this is a new

 range and they had to take it out of the box to install the LP gas converter. After I talked to [redacted], I handed the phone to my spouse to complain and she said to talk to [redacted] got on the phone and says this is a NEW range and why are you questioning my integrity. He proceeded to hang up the phone while my husband was still talking to him. No one told us they would take back all the appliance, but only the range and no one has told us they would give us a full refund. After installation, my husband asked the delivery people to note on the invoice that the range is used with scratches and the dishwasher was the wrong model, the duct cover was not delivered. The delivery people refused to do so and they said that if we don’t want the range, they could only take back the range and as far as a refund, it has to be processed and can take some time. My husband told them that this deal was on 4 items and they are welcome to all 4 items if and only they take all back for a full refund. They refused to do so and they said if they don’t take the range back, they have been instructed to call the sheriff dept. which my husband told them to do so. When the sheriff arrived, my husband stated to the sheriff that they could take all 4 items for a full refund. [redacted] is incorrect with saying we did not pay for the range. The beginning balance was 18K and everything was paid except $2834.05 which included the cost of the duct cover that was not delivered. The sheriff deputy that came out talked to someone at Allstate Appliance on the phone and they said this was a new item in a box and that they had to take it out of the box to install the converter, but when further asking questions, they changed their story and said it was a floor model.

3. The dishwasher that was ordered is on the invoice, dated 10/23/13. It specifically says [redacted], not [redacted]. We paid an extra $400 for this dishwasher, as we upgraded from the Thermador promo, we did not pay for the GFP model. I confirmed with the Thermador Company that this dishwasher was not produced after 1/2012 and this date is way before our order date. As far as keeping anything in storage for us, we were told from the beginning that all orders are done after payment is received. Our assumption is the only thing they were holding on for us was the range that was supposed to be brand new in a box.

4. Who is your manufacturer for the duct cover? I thought you ordered from Thermador Company. I called Thermador and they have them in stock, so how could it be backordered. This item was ordered on the first invoice and paid for in full. They had more than sufficient time to get this item. Please refer to the date on the invoice and verify with the manufacturer.

 

 

 

5.     They did not ever hold any of the items for us except for the range. In fact, we gave them a deposit and they never ordered the items! Here is the email below. I can forward these emails to Revdex.com if needed.

 

On Mon, Dec 23, 2013 at 12:50 PM, [redacted] <[redacted]> wrote:

[redacted],

We were supposed to have had the refrigerator ordered when we brought you the first check. It will almost be 8 weeks. You told us it would take 2 weeks to come in and you haven't called us. We had to call the store to follow up on this and was told it was never ordered. I think you owe us an apology. Please have the owner follow up with our order.

On Monday, December 23, 2013 1:24 PM, [redacted] <[email protected]> wrote:

Hi [redacted],

I apologize that this issue was not taken care of.  I was under the impression that our purchasing department order these appliances.  We have been waiting for your duct extension for the last month because it has been on back ordered from BSH (Thermador. They are now telling us it should be in the first week of January

We can install the rest of your appliances this Thursday, December 26, 2013.  Are you available to take delivery and install?  My installer said he can install the hood so you can pass inspections for the bank.  Then when the duct cover comes in he can properly mount the duct cover to the hood.

Please let me know how you would like to proceed. 

Allstate Appliances

**   [redacted]

**   [redacted]

 

As you can see by [redacted]’s responses and the evidence of the pictures, the invoice and the emails that he is not providing truthful information about everything. Is it coincidence that he did this to the other consumer at approximately the same time we ordered our appliances?

Mr. [redacted]’s reply in his last paragraph that we have items in our possession are not paid, is incorrect and if you read the invoice a small percentage of the full balance is left.  He has not called us back to rectify anything and we expect new appliances that we paid for and ordered per model number on invoice or a full refund for all appliances purchased.

 

The [redacted]’s

 

 ards,

Robin W[redacted] was extremely knowledgeable and helpful throughout my buying process. She brought up things about fridges that I wouldn't even think about. This really helped me make a decision on the right fridge for my family. I would highly recommend Robin for all your appliance needs.

Review: Allstate offered a discount on a [redacted] induction range by stating that [redacted] mistakenly shipped two ranges to them in error. They stated that the ranges were brand new. We purchased the range ($5,829.30) and it was delivered to our garage to await installation by a [redacted] technician. The range was delivered without a carton nor on a pallet. It was wrapped in plastic wrap. We noticed food on the handle and scratches on the side of the unit. When our contractor came to move the range into the kitchen to measure for plumbing, granite work, etc., the glass door shattered unexplainably. We noticed scratches on the stainless steel top of the unit besides the side scratches. We contacted Allstate but they have failed to help and were basically unresponsive. We called [redacted] in [redacted] and they informed us that no ranges were shipped to Allstate in error. Allstate ordered and owned both ranges. [redacted] informed us that we bought a floor model from Allstate. Now we have spent $1,000 plus labor to repair the glass oven door and have a used range. The fact is that Allstate told us they were discounting the range because of the shipping error rather than because it was a damaged demo unit. Now we are being ignored.Desired Settlement: Repair scratches, replace handle, reimbursement for glass oven door and labor.

Business

Response:

[redacted] purchased a [redacted] range from Allstate Appliances on May 11, 2015. The range she purchased was one of two 30 inch professional ranges we had on our showroom floor, one electric and one induction. Because induction ranges do not move quickly in our market, we obtained permission from our [redacted] Regional Manager, [redacted], to sell the induction range as a closeout item, as indicated on the sales invoice, #[redacted] had the unit delivered and set in the garage of her residence on May 15, 2015 and was accepted in good condition and signed for by [redacted] (see attachment). As [redacted] performs their own installations, the range was scheduled to be installed by them at a later date. [redacted] spoke with both [redacted], his salesperson, and myself and told each of us that at some point after the range was delivered by Allstate Appliances and before it was installed by [redacted], his granite contractor tried to lift the 400 pound range by the handle, shattering the door. While we certainly empathize with [redacted] and [redacted], Allstate Appliances bears no responsibility to replace the door. It was delivered in good condition to the [redacted] garage and signed for by the homeowner. Any damage that occurred after the range was signed for is the responsibility of the party that caused the damage. Concerning the accusation that the range was used, that is totally false. The range was a new, unused floor model. A [redacted] representative has verified that not only has the range never been used, but it has never been plugged in (see the copy of the email sent by [redacted] Territory Manager, [redacted], to [redacted] and [redacted] on Friday, August 7, 2015).As far as Allstate Appliances is concerned, we delivered the range that was purchased in good condition, completely fulfilling the responsibility of Allstate Appliances.Please contact me if I may be of further assistance.

Review: Ordered appliances from Allstate, never received the refrigerator and the drawer cooler was damaged!Desired Settlement: I would like a refund for merchandise not received ! I would like the install fee returned and the cooler drawer fixed!

Business

Response:

Mr. and Mrs. [redacted] did purchase a Frigidaire refrigerator

and Summit refrigerator drawers from Allstate Appliances. Unfortunately, the refrigerator is on

backorder from the manufacturer. We

cannot deliver the refrigerator until we receive it from the manufacturer. The refrigerator drawers

were delivered to the G[redacted] residence as a drop delivery, placed inside their

garage unopened. The customer accepted

and signed for the item (see attached). It is strongly suggested that all items be opened and inspected upon

delivery by the purchaser so that any damage can be noted and taken care

of. Once

the items are signed for, as clearly stated at the bottom of the delivery

sheet, the sale is final. The reason

for this policy is that there is always the possibility of damage occurring to the

box and the item during the time it is being stored by the homeowner. Allstate

Appliances cannot not be held responsible for the damage that occurs after we

deliver the appliance and it is accepted and signed for by the purchaser. We are happy to refund the money for the backordered

refrigerator. In fact, we have tried

several times to communicate this to Mr. [redacted], however Mr. [redacted] belligerent

manner and foul language has made communication with him impossible, and the

physical threats he has made to our sales person are unacceptable. If Mr. [redacted] will

provide his credit card information, we will happily credit his account for the

backordered refrigerator. As for the

refrigerator drawers, because Mrs. [redacted] signed for them, there is no way to

determine if the drawers were damaged before or after they were delivered, and we received no communication from the [redacted] regarding any damage until we received this complaint. Consequently, Allstate Appliances should not

be held responsible for the condition of the drawers.

Consumer

Response:

This is blatant misuse of the truth in regards to Allstate Appliance and their staff. It is unfortunate that I had to take this issue to this extreme, but they left me with no other options! This is the 2nd full set of appliances that I have purchased from them in the last 4 months and you would think they would have wanted to make a repeat customer happy knowing we have another home to purchase a whole set of appliances for in 2 weeks. I always like to do business with local companies when possible and find it terribly unfortunate how this issue was handled. I have attached the invoice from when the driver dropped the (2) Summit refrigerator drawers. I have highlighted the drivers signature on the bottom of the invoice as wells as his notes saying there was a noted dent in the door of one of the units. Second set of drawers were delivered undamaged and no problem there. Allstate Appliances has never called me in regards to my refund,nor did I ever made any physical threats to anyone, especially not to our six foot three, 250 pound salesman! Very disappointing they would fabricate such a outlandish statement! They have our credit card info and told me they would not refund!!!! After looking on line at many other bad reviews and no calls back I contacted my credit card company for resolution.

Business

Response:

As previously stated, we will refund the money for the back ordered refrigerator. Additionally, after reviewing the file, it was discovered that there was a note made on the delivery ticket regarding the dent on the refrigerator drawer door. This was an oversight on our part for which we apologize. We have contacted the Summit Appliance Company and are sending documentation to Summit so that we can get the new part. We will contact Mrs. [redacted] as soon as it arrives, and will send a technician to her home to install it. We sincerely apologize for the oversight and hope this will completely resolve the issue.

I have been dealing with this seedy business for 6 weeks now and they have had my money $10K for 12 days and still being jacked around. I have had to cancel appointments all week as they have deferred installing/delivering my full order since they received my money. 3 times they have changed the install and full delivery of thousands of $$$ of appliances. They lie and delay. No return phone calls. I think they are thieves and not good business people. They told me of an oven demo that turned out to be something completely different. I know that they are in financial difficulties if they can't deliver and pay for installations of paid for products. The salesman comes to house saying all looks good. Then the installer, without all the goods says that I need more amps for the stove top and that he may have to charge me more to install based on the dimensions that the salesman says will fit ok. These people are not trustworthy. Stay away!!!!!!!!!!!!!!

Review: Purchased $30,000 worth of appliances - deliver wrong refrigerator and wine cooler, bring back correct cooler, but major damaged refrig, said we had to take it or buy a new one, said we got the price because it was damaged- not true, we were told a close out item, delivered wrong ice maker, won't return or exchange, delivered Thermador range missing griddle, propane conversion kit, new refrigerator missing connection brackets, missing parts to put on cabinet panels... This isn't the worst of it, have stopped in four times to get help rectifying issues, they tell you what you want to hear but do nothing. Solve problem. Mike D[redacted], general manager said he was our "point person" to call him directly Oth any issues....have called home 25 times, no return calls, emailed him, Scott C[redacted] (manager) Ron G[redacted] (owner), Brandon and they all say Mike is handling it but Mike won't call us back. This has been going on since February 17. It's like buying a $30,000 car but you do t have the grill, can't use gas, missing parts and they dealership says they'll solve it, but they won't call you or fix it.Desired Settlement: We'd like all the appliances to work and have all the appropriate parts necessary - that we pre suppose to be included. Also would like the black ice maker returned for the white one.

Business

Response:

Please see the attached letter for our detailed response to the C[redacted] complaint.

Consumer

Response:

Allstate is flat out lying. The wine cooler specifications are correct but they sent a wine older that was left hinged. The refrigerator did not have a crease, it had a large gash in the right back seam. It was sold to us as a close out item, never mentioned it was damaged. Allstate did nothing at their expense. It has been a nightmare. We were required to pay up for the new refrigerator, they lie. But, as our only recourse through this process, we are disputing the charge through American Express. Allstate also forgot to mention the ice maker specifications and model number do not match the model that was sent to us. This company is the worst experience we have ever encountered. This matter is not settled. I am personally taking the time to get the parts we need. In fact, I tracked down the connection kit through Milestone and picked it up yesterday. I worked with Jerry at the National Distributor company and he has found the missing panel kit. It was shipped yesterday. Allstate has done nothing to assist is. I am working with Diandra M[redacted] at [redacted] to receive our missing parts. She is waiting for approval to have them shipped. Allstate has made no attempt to correct the [redacted] ice maker. I reject their response due to the inaccuracy of the facts.

I have a Thermador Fridgerator & Freezer that was purchased 2/4/15 installed 2/14/15 but without the panels or handles. We have been left hanging since then with zero follow up and whenever we call there is no definitive information as to when we will receive these. We have cut our hands on the rough edges. No one has called us back to give any update. However when I called as a new customer and inquired on how long it would take to get a fully installed fridge and freezer of the exact same make and model I was assured I would receive this by the end of the week or by Monday. It is interesting that a new customer prior to actually paying new money can get but an existing customer waiting for over a month and has fully paid cannot and has been forgotten it appears.

Absolutely the worst supplier experience that I have had in 10 years of building houses. I order over $20,000 worth of Appliances from this company and they showed up at 5:00 pm on a friday night after their store had closed with only half of my order. All this after they didn't even call me the day of install and I had to call them two times that day just to make sure they were still coming. I ordered my appliances three weeks earlier. Four more weeks and I still don't have everything properly installed. I had to go to the sales manager [redacted] three different times in 3 weeks and was always given false information about when I would be receiving my appliances.

Buyer beware, their sales staff is incompetent and their communication is horrendous. I don't know how they stay in business.

Review: This company failed to follow through on promises. Its staff are not truthful. They make promises they do not keep. They say one thing and do another. I made a purchase on the phone for a wine cooler that included free delivery and installation. The salesman promised delivery to me by Dec 24. They did not have the wine cooler I wanted in their inventory and he told me they could order it and receive it on Dec 23 and delivery it to me on Dec 24. When I called them on Dec 22 to verify delivery on Dec 24 they began to give me the run around. He said it was in transit but now could not now guarantee delivery by Dec 24. The salesman told me t they had a floor model they had just put on the floor a few days before that was in "brand new" condition and they would sell that to me for $300 discount. I said I would only take it if it was in "brand new" condition. The salesman brought it out in his pickup truck. It was not in "brand new" condition and I refused to accept it. I told him I wanted a new factory fresh unit. I requested a refund. On January 6, the salesman called me to let me know he had processed the credit to my credit card and I would see it in a few days. My credit card company said it did not happen. The store's manager offered to sell me a new unit with a larger discount for my "pain and suffering". I requested he send me a price quote and refund my credit card before I made the decision to purchase another unit from them. He said he would send me a price quote and refund my credit card. He did not process the credit and he did not send me a new price quote. This manager does not return phone calls. I filed a dispute with my credit card company.Desired Settlement: I filed a dispute with my credit card company. They issued a provisional credit and are conducting an investigation. The merchant has not responded to their requests as of this time. I want a refund to my credit card.

Business

Response:

On Friday , 12/19/14 Mr. [redacted] called Allstate Appliance to inquire about model [redacted] , TRUE brand under counter wine refrigerator. He was informed that other than our display floor model we did not have this model in stock and it would need to be ordered. We called True order department to see if they had it in stock. They did have this unit in and could ship out. They also informed us that with normal shipping times it would arrive to us within 2-3 business days, but being the Friday before Christmas it would be cutting it close on receiving it by 12/24/14 which was only 3 business days. It would depend on the shipping company. Mr. [redacted] was told this in detail. He was advised of the normal shipping times , but with the Christmas holiday coming that it might not arrive by 12/24/14. Knowing all of the conditions Mr. [redacted] made the decision to pay for and order the unit. It was never guaranteed that the unit would get to him by 12/24/14 but if it did we would deliver it to him. Mr. [redacted] lives only a couple of miles from me and to save our normal delivery fee of $50 , and install of $60 , saving him $110, I made arrangements to deliver it myself at no charge. On 12/22/14 Mr. [redacted] was informed that we were still waiting on the delivery and it could not be confirmed if we would receive it by 12/24/14 . On 12/24/14 , when the unit had not arrived , he was offered the display floor model at a discount of 10% = $359.90. He agreed to take the display floor model at the discount offered. This unit was inspected and wrapped with shipping plastic wrap. Upon arrival at approximately 4:30pm on Christmas Eve , I arrived at Mr. [redacted]s residence. He inspected unit and refused delivery due to 2 tiny marks on the door seal of unit. At that time Mr. [redacted] was offered a full refund. He decided to wait until the original unit ordered came in. We did not receive the unit until approximately 12/31/14. During that time Mr. [redacted] had requested a refund. Paperwork for the refund was started. In speaking with the sales manager at Allstate he then decided to reorder or take the unit at a discounted price of $300 for the one in a box. We stopped the refund process at that time. Mr. [redacted] vasilated between taking and not taking the unit several times so we did not proceed with any refunds or credits. He then made arrangements to come in on Saturday 01/10/15 to speak with the owner of the company and get his $300 credit and make arrangements to have the unit delivered out. He never came in to do so. At all times Mr. [redacted] was advised and aware of all delivery times and delays due to holiday shipping. He was aware and accepted terms before purchasing unit. At no time was Mr. [redacted] ever denied full refund. He was offered a $300 discount for a brand new in box unit, similar to the display floor model. Allstate Appliance has gone beyond the scope of normal sales process to make Mr. [redacted] a satisfied customer to the extent of personally driving a unit out to his home on Christmas Eve at no charge and offering him every discount we possibly could.

Review: I had ordered several appliances in March 2013 to be delivered in May. Some of the appliances were delivered in May. A major appliance was delivered in August after inmerable phone calls. One piece is still pending a trim kit for microwave. This was delivered to me in July which was damaged and I had informed them about it. They had told me they would deliver another trim kit. I have called dozens of times for this and every time I get an assurance it will be delivered. So far I have not received it.Desired Settlement: I would like this to be delivered in a week or refund me the money.

Business

Response:

My wife and I were shopping for new appliances for our new home and went to Allstate. We purchased over $18,000 worth of new appliances . Our refrigerator was supposed to be a " new"demo for a reasonable price reduction . All of the appliances were great except the refrigerator. It appeared to be used. It was filthy and was dented inside. It also had a piece missing from the freezer.

We reported we were very unhappy with the refrigerator and stated our problems as soon as we were able to see the appliances in our new home. Allstate was nonresponsove and refused to replace the missing part. I confronted the manager/ owner and he was a popous/ [redacted] who treated us like lackeys. We wanted a deal but not to be screwed. I would happily pay more to get a better refrigerator. These people need to be more honest and more responsive to customer needs.