Allstate Appliance, Inc.

Review: The primary issue is the improper installation of the dishwasher drain hose on a [redacted] dishwasher we purchased from Allstate Appliances. We purchased the dishwasher and paid installation fee from Allstate Appliances on 30 June 2014 as part of our kitchen remodel. Allstate installers arrived with wrong model dishwasher 12 Sep 2014 and returned it to store the same day. On 17 Sep 2014 Allstate installed the correct dishwasher but without the proper drain hose required by manufacturer instructions and with an improper connection to the sink drain pipe. We contacted Allstate who advised us they would order the correct drain hose and install it at a later date when other appliances we purchased were to be installed (vent and range). The installers showed up no less than three times to do other installation work without the drain hose. Subsequent phone calls to Allstate representatives ([redacted] and [redacted]) have resulted in empty promises to order the hose and get it installed. Many times our calls were not returned. We've been shuffled off to several different Allstate representatives who make promises to make things right and never deliver on those promises and eventually blow us off. Because of Allstate's highly inferior service the dishwasher has been sitting inoperable in our home for two months.Desired Settlement: Properly install the dishwasher manufacturer required drain hose according to manufacturer instructions and ensure the dishwasher functions according to specifications.

Business

Response:

I am not sure why I can not get the email the [redacted] sends to me to work but here it is. I regards to Mr. [redacted] complaint. The ticket clearly shows that the hoses needed to be extended. The install crew did show up with the extended hoses but were told not to do anything. Mr. [redacted] demanded that the hoses be [redacted] Brand. The hoses were ordered by Allstate but are not a common order since [redacted] and [redacted] both sell them. The order did take 2 extra weeks. Mr. [redacted] did also mention that the Dishwasher was the wrong model. He did receive what he paid for but did send Allstate a ticket that had a handwritten model number over the model he actually paid for. Allstate Appliance did honer that even tough the dishwasher was not what he paid for. Mr. [redacted] did show up to Allstate when a call was made that the hose came in. He spoke to the owner of the company and stated that he was in the process of suing [redacted] for work performed. It was at that time Allstate made the decision that we would refund his entire installation not just the dishwasher and give him the [redacted] hose at no cost. Please feel free to call me with any questions. [redacted]Sales ManagerAllstate Appliance###-###-####

Consumer

Response:

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]

Review: Purchased $18k of appliances. There were 2 deliveries. The first delivery was a refrigerator and wall hood/blower. It was not in a box or factory wrapped. There were scratches on it and called to tell salesperson, [redacted]. She said it was a brand new item. The second delivery was the range and dishwasher on 2/24/14. They delivered a used range, which has scratches, left over food crumbs, and fully- filled water in the steam compartment. It is a clearly used item and it was not in a box, factory packaged and there were no owner manuals with it. They claim it is NEW. They delivered the wrong model dishwasher(according to Thermador they stopped producing this dishwasher in 1/12). There were no manuals with the dishwasher either. They have also not delivered the oven duct cover which cost $378. We immediately called the salesperson and owner, [redacted], whom both declare these are new items and [redacted] hung up on the conversation.Desired Settlement: We want a refund on all our items or replace the used items and dishwasher with new items.

Business

Response:

To: Revdex.com

Mr. and Mrs. [redacted]

From: [redacted], President Allstate Appliances

I'd like to take this opportunity to respond to the complaint that was presented to the Revdex.com. I'll address each one of the concerns:

1. There were, indeed two deliveries to the [redacted] residence, as per their request. The hood that was delivered was new from the manufacturer, received into our warehouse on December 19, 2013 and was delivered to the [redacted] home on December 23rd. It was accepted and signed for upon delivery to the home. We were not notified that there was an issue with the hood until several days after the delivery.

2. The Second delivery was of a floor model range which was purchased as a floor model (as indicated on the invoice), and for which the homeowners received a $3,000.00 discount. Mr. [redacted] called to complain about the range and was told that this was, indeed, the range he purchased off the showroom floor, and was told that if he did not want to keep the range, we would take it back with us and give him a full refund. Mr. [redacted] elected to have the range installed, saying that he would pay for the range after it was installed. After the range was installed in the home the installer was forced to leave without payment. Because Mr. [redacted] is in possession of a range for which he did not pay, a police report was filed.

3. At the time the dishwasher was ordered, it was the current model. The homeowners delayed taking the dishwasher for several months, and during that time, a new model was produced. We held onto the dishwasher that was ordered as a courtesy to the homeowners. The dishwasher was new from the manufacturer.

4. The duct cover was ordered on December 4, 2013. It was back-ordered from the manufacturer until April. We have subsequently cancelled the order for the duct cover, in light of the current circumstances.

Allstate Appliances has followed through, in good faith, in every instance during this transaction, even offering to take the appliances back and to refund the money. Additionally, we have gone above and beyond for the [redacted]s by

Ordering merchandise for which we had not been paid in advance

Holding on to merchandise for several weeks until they were ready to receive it, neither which are our standard practices.

Mr. and Mrs. [redacted] are in possession of items for which they have not paid. In our estimation, we have done everything possible to rectify this situation, and expect payment in full for the appliances that have been delivered and installed.

Sincerely,

President, Allstate Appliances

Consumer

Response:

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

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,

Business

Response:

To: Revdex.com

Mr. and Mrs. [redacted]

From: [redacted], President Allstate Appliances

Again, I will reiterate our position regarding the [redacted] transaction:

1. The hood you received was NEW. Complaints about the scratches were made after your installer installed the hood. If you noticed damage to the hood prior to installation, you should have contacted us immediately and should not have installed a damaged hood.

2. You were delivered the range for which you paid, a floor model range that was significantly discounted. We offered to take the range back, but you chose to have it installed in your home, and then refused to pay the balance of your charges.

In order to resolve this issue, we are willing to take back all the appliances and give you a full refund.

Additionally, we believe that Mr. and Mrs. [redacted] have committed a criminal act by keeping items for which they have not paid in full, and we are considering a lawsuit unless the [redacted]s either pay for the balance of their order or return the products.

Customer satisfaction is extremely important to Allstate Appliances, but the [redacted]'s complaints are outrageous and completely unfounded. Allstate Appliances has offered to take the appliances back and refund the [redacted]s their money. In our estimation, this is all we can do to resolve this matter. It is our expectation that the Revdex.com will find this matter closed.

Sincerely,

President, Allstate Appliances

Consumer

Response:

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,

Consumer

Response:

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.

To: Revdex.com

[redacted]: Allstate Appliance

1) The complaint was made to the installer regarding the hood and he said we had to make a complaint to the store as I mentioned in the first letter. It was noticed that there were scratches, we are not saying it is damaged, we are saying it was a USED or a floor-model item. We paid for a new hood not a floor model. It was not in a factory box or factory packaged. [redacted] was contacted immediately, on the same day and told her it looked used with scratches.

2) In reply to your response, #2, we have said, we did not purchase a floor model range and you need to stop lying about this. We did not refuse to pay the balance, we said we would pay the balance when you delivered our new range, not a floor model, and deliver the correct dishwasher model. The emails I sent proves you are lying and did not order our appliances even after we gave you the check.

Now that you have accused us of committing a criminal act, when in fact you are the one committing consumer fraud, A.R.S. § 44-1522, by lying and deceiving us. Our original request was to get a full refund, but after your insulting remark about us committing a criminal act, we will not return the products until the Attorney General and ROC complete their investigation. What are you referencing when you state “pay for the balance of their order”? Our remaining balance was $2834 for the duct cover (that was never delivered), a different model dishwasher that was ordered and a new steam range, not a missing duct cover, a discontinued dishwasher model and a used range. We had a check ready that day upon delivery, but when you hung up on us, refusing to let us voice our concern, we decided to hold onto the check until the order was corrected. You are the one that says the range is new, not a model, when you rudely hung the phone up in the middle of our concerns and complaints. Where is the duct cover you charged and where is our J model dishwasher? Just those two obvious issues are consumer fraud. Both parties know the range is supposed to be new, although on your invoice, it says “Close Out Model”, because [redacted] says she had to key it in like that to get the discount for a new item. You may try to make us look like criminals, but I’m sure the deputy sheriff that wrote the report will testify that he was told the range was brand new that was delivered. All we asked was to deliver what we ordered or give us a call to discuss what was delivered. We were willing to forgive your mistake and let you adjust the price to a discontinued dishwasher model, a missing duct cover and a used range and hood, but instead you insult us by insinuating that we have committed a criminal act. There were 2 people who were witness to our conversation about the new steam range that was brand new in a box. I don’t think you would want the embarrassment if your own employee had to testify against you. If you want to continue with justifying your actions by your accusations and misinformation, we are willing to confront you in the legal system, otherwise if you or an appointed liaison want to contact us with mutual respect, we can resolve this matter and put an end to this before it will cost both parties time and money.

The [redacted]’s

Review: Nature of complaint includes the above with additional problems listed below.

a sales presentation that did not disclose key conditions of the purchase

a sale presentation that had verbal representation not consistent with the written agreement

a sale representation with unethical sales practices

an improper and inferior service

the service provided resulted in damage to propertyDesired Settlement: Refund of purchase

Refund of damage repair

An immediate stop to unethical sales representations by Allstate Appliance so other consumers are protected against their misrepresentations and unethical business practices

Business

Response:

I would like to state the facts as to where we are today in regards to this matter. Mr. [redacted] was in Allstate Appliance on Saturday October 18th looking for a microwave at a discount. He spoke with [redacted] a sales associate of mine who in the end sold him an above range microwave (model number [redacted]) for a cost of 249.00. The unit was a close out unit that sells at normal price for 429.00. Due to the unit being a close out unit at a discount an additional warranty of 5 years was purchased for 99.00 as well as an install at 85.00. The total cost to Mr. [redacted] for the merchandise including install was 510.66 which he paid on a credit card 10/18/14.The installation representative went out to the home on Monday 10/21/14 to install the unit. Due to the unit being a closeout model sold at a discount the unit did not have a box. Close out units do not come in boxes as that’s what they are being a close out sold at a discount. Mr. [redacted] was upset that his unit was not in a box but was full wrapped with no damage nor any defects. [redacted] my installation specialist took pictures before the install of a previous removal of the old micro wave (NOT PERFORMED BY ALLSTATE APPLIANCE) and that the wall at the install location had duct tape holding the drywall together that had easily been there for 15 years plus.( SEE PHOTOS ATTACHED). The microwave was installed correctly without any damage caused by Allstate to the property. The existing damage was caused by others presumably Mr. [redacted] when he removed the old unit thus as company policy pictures were ta[redacted] before install by Mr. [redacted] our install specialist.Mr. [redacted] then called our office to yell and swear at our delivery coordinator for the unit not being delivered in a box and that we Allstate damaged his wall which thanks to the pictures we know to be un true. I then spoke to Mr. [redacted] in a calm manor explaining to him that he bought a close out unit and that close out units do not normally come in a box due to them being a close out but that it was wrapped and has no damage. He then started to threaten me physically using heavy profanity saying that he would come down and take care of myself and my owner. I cannot write the words he said as they were not appropriate for anyone in a business situation. He proceeded to tell me that he would have never bought a close out unit not new in a box and that he is not that time of person to do so. I responded with the facts that yes he did thus the discount and that he was well aware of what he bought. He then started again to personally attack me saying that he would be down here at my front door in the morning and to [redacted]. He then hung up.The stance from Allstate Appliance due to the documentation as well as the photos clearly shows that what Mr. [redacted] received was exactly what he bought. The pictures attached also clearly show that ANY damage to Mr. [redacted] property was clearly done long before any representative from Allstate Appliance ever came to his property. Mr. [redacted] has a perfect condition working close out microwave.I would be more than happy at this point to refund Mr. [redacted] his money back if I could get the merchandise back in a Non Destroyed manner. I stand behind our installation and sales team 100% in regards to the matter. I am also proud of the professionalism displayed by my entire team with the abusive and threatening behavior displayed by Mr. [redacted]. Mr. [redacted] requesting 2500.00 back is in my opinion trying to work this system to scare us into paying him money he is not due. Allstate Appliance has been in business for 44 years and has an A+ rating with the Revdex.com. We do what we are supposed to do and work hard to please our customers.To summarize I will be happy to refund Mr. [redacted] money spent in return for the unit in a Non Destroyed manner back to Allstate. I will in no way give him 2500.00 for something that was sold and installed properly.Please feel free to give me a call with any questions or clarifications to resolve this matter.

Consumer

Response:

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 Facts are these:1. I purchased from Allstate Appliance on 10/18/2014 1 new [redacted] over the range microwave oven, 1 - 5 year warranty, 1 delivery fee and 1 installation fee for $510.67(see attached receipt)2. What I received on 10/21/2014 1 damaged wall occurring during the removal of my old unit (see attached pictures)3. What I did on Saturday 10/25/14 repaired my damaged wall (see attached pictures)4. What I did next on Saturday 10/25/14 Purchased 1 new ** over the range microwave oven, 1 - 3 year warranty, 1 delivery and install for $596.89 (see attached receipt)5. What happened next - on 10/29/14 [redacted] installed and took away my old over the range microwave oven (see attached [redacted] docs and pictures of new unit) Actions ta[redacted] to resolve to date:1. filed complaint with Revdex.com on 10/21/142. filed a complaint with [redacted] on 10/21/2014 (see attached) What is to be expected from Allstate Appliance in order to resolve with Revdex.com:1. Apology2. A full refund of my purchase $510.673. A full refund for the damage and repair to my property $250.00 Expected time frame of complete resolution:1. 12/01/2014 What to expect if resolution needs are not met:1. The addition of Theft to the list of accusations I will file against Allstate Appliance (they have knowingly and willingly ta[redacted] my money under the veil of lies without providing purchased items)2. The addition of lawyer fees and any other fees as a result of this issue going to court where each person named in Allstate Appliance response will have the opportunity to respond under oath in the court of law. In my opinion it is clear that management, sales and installation staff coordinate efforts to deceive and lie to the public. Evident and magnified by their public testimony provided to Revdex.com as a result of this complaint. I will pursue the truth of this matter for as long as Allstate Appliance continues down this path they have chosen, now "written in stone" so to say via their testimony to Revdex.com.Regards,[redacted]

Business

Response:

In a 2nd response to complaint id#[redacted] the stance from Allstate Appliance stays as stated previously. Allstate Appliance will gladly refund Mr. [redacted] money in exchange for the product back in a non damaged fashion. Allstate Appliance will not however pay for a wall that was damaged prior to us ever going to the home which is clearly shown from the picture. Cutting the wall was clearly done many years ago and duct taped by others not by Allstate. The simple fact that Mr. [redacted] was requesting 2500.00 and is now requesting far less money in our opinion proves that he received what he paid for no more or less. The apology he is asking for should be to us from him. Allstate never threatened Mr. [redacted] person or well being which is exactly what he did to our representative on the phone.Allstate will again more than gladly refund Mr. [redacted] money with the return of the microwave in working condition but will not be strong armed into paying for something we simply did not do.