Appliance Factory & Mattress Kingdom

At the time of purchase I explained to Mrs. [redacted] that the microwave she had selected is the only size that [redacted] currently offers.  When a customer orders an over the range microwave from our company we explain that our install charge is $99 Denver Metro area for standard...

delivery/install/haul away, and if there is any extra work needed to install that would be quoted at the home the day of install.  There is no way to guarantee that a built in product will be an exact swap around with an old unit.  I have been selling appliances for over 10 years, and I have never guaranteed that a install is going to go flawlessly upon replacement.  Mrs. [redacted] did not use our company to install the unit.  So we have no idea if the company/service that she used did the install properly.  I have offered Mrs. [redacted] a full refund if she wants to return the unit.

Complaint: [redacted]
I am rejecting this response because:The business had my old microwave, and they were unable to return it to me to be fixed.  The installers, which are hard to find in Estes, were already at my house and were charging me accordingly.  If I returned the new microwave, I still would have been charged by the installers and would have a big hole between my kitchen cabinets.  Returning the new microwave was not an option.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Good day,The salesman that sold us the freezer made numerous claims that our food would be covered. Not just a mere $5.00 per cubic foot as promised. We did attempt to make a claim as directed by the business and we have been unable to make any headway as of yet. We havn't even received a response from the "claim company". We did receive a "new"used unit that is currently working and we are thankful for that, but during the install of the unit one of the install people walked on and over our counter top / bench and broke it from the wall. When asked about that he just shrugged it off. We are also unsure of the status of the warranty that we had and purchased. We have been unable to get any straight answers from the company in regards to almost anything. To summarize the situation up. We have a "new"used unit in and it's working. We have a broken counter top / bench now. We are unsure of the warranty status of the unit. Some very basic answers and communication would be nice. It has taken them almost 30 days to respond to just this request and we have yet to receive and direction from them in regards to our concerns directly. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/07/23) */
I have called the client today on July 23rd 2015 and left message regarding the refund. I asked that [redacted] call me directly to get resolution on this ticket. I have contacted our accounting department to check that the refund we completed in...

our system and was return to the credit card on the ticket.
Initial Consumer Rebuttal /* (2000, 10, 2015/07/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We are very sorry that the [redacted] experience with us has been unsatisfactory. We have spoken with Mrs. Bandt to let her know when the last part is expected in and when we can potentially schedule her for service. From what we understand, Mrs. Bandt is understanding of the timeframe at this point....

We will do our best to make the rest of the [redacted] experience with us as smooth as possible. Please feel free to reach out to me personally should you have any other concerns. [redacted]Customer Service [email protected]

We are sorry that we did not meet Mrs [redacted] expectations for the delivery of her cook top as of 9/12/16 we have agreed to refund in full.  A call was placed to Mrs [redacted] yesterday seeking her credit card number so that we can proceed and as of 8:12 am on 9/13/16 that call has not been...

returned.  We look forward to closing out this matter.[redacted]Store Manager Appliance Factory and Mattress Kingdom Parker, CO

[redacted]
 
[redacted]
 
[redacted] Ms. [redacted], Thank you for forwarding us the letter from Mr [redacted], he is requesting a refund of the part purchased on 8/23/16 for the amount...

of $201.91 As of 8/26/16 we have refunded the purchase provided Mr [redacted] returns the part. We apologize for any inconvenience this has caused Mr [redacted].  Affordable Used Appliances and Parts continues to refine and update its policies and procedures to provide the customer with above satisfactory service.     Sincerely, [redacted]Operations Manager

December 29, 2015
Denver/Bou*der Revdex.com
[redacted]
Denver, CO 80204
Attn: [redacted]
RE: [redacted] Case# [redacted]
Ms. [redacted],
Thank you for forwarding the *etter to us from Mr. [redacted]. The *etter stated that his unit was not repaired...

and he wants an additiona* amount paid to him in the amount of $300 stating unit was damaged beyond repair.
I have investigated the issues and reviewed the service.
We received a request for service on a *G refrigerator, purchased 04/11/2011, the unit was not coo*ing.
The technician arrived on site on 7/31/15, he diagnosed a fau*ty compressor, informed consumer *abor charge wou*d be $450.00, parts were covered by *G *imited Warranty. Ms. [redacted] dec*ined repair and paid $55.00 for trip and diagnosis.
Mr. [redacted] ca**ed in 08/07/15, stated wanted to go forward with repair and requested we order parts. Contacted *G and ordered parts. On 08/12/15, I spoke with Mr. [redacted] informed him we had received parts and schedu*ed service for 08/14/15.
Mr. [redacted] ca**ed in 08/14/15 in the AM and requested we *ower our *abor charge, informed him we wou*d not, he requested the owner's name, provided, he chose to continue service. Technician insta**ed parts sent by *G. Consumer was charged $395.00, The $55.00 trip and diagnosis was app*ied from previous, for a tota* of $450.00. Unit began to coo*.
Mr. [redacted] ca**ed in 08/18/15 stated unit was not coo*ing. Schedu*ed service for 08/19/15. Technician contacted *G tech support from home, diagnosed *G had supp*ied the wrong compressor. *G informed they wou*d send correct compressor. Unit was repairab*e, not damaged beyond repair.
I spoke with Mr. [redacted] on 08/20/15, he requested a f* refund, informed I wou*d review and ca** him back. I ca**ed Mr. [redacted] on 08/21/15, informed him we wou*d provide a f* refund. Mr. [redacted] requested a f* refund and we comp*ete the service, informed him we wou*d provide the refund or the repair.
I ca**ed Mr. [redacted] on 08/28/15, he stated he had decided on the refund.
On 09/01/15, I responded to a comp*aint Mr. [redacted] had registered with *G, informed *G that consumer had requested the repair at no cost and a f* refund. We had provided a f* refund per his decision.
Mr. [redacted] requested a f* refund, a f* refund was provided. The unit was repairab*e. *G chose to provide Mr. [redacted] a credit for his unit. We consider this to be a c*osed case.
I apo*ogize for any inconvenience this has caused Mr. [redacted]. [redacted] continues to refine and update it's po*icies and procedures to provide the customer with above satisfactory service.
Sincere*y,
[redacted]
[redacted]

Our company has a no refund policy on Electrical parts and it is stated on every sales invoice.An exception was made and this customer was issued a full refund on Friday 1/22/16.The customer said at that time he was going to remove his complaint.Thanks[redacted]Manager Fort Collins Parts

Mr. [redacted],We have read your compaint, and would like to start by apologizing for not providing you the service you expected from us. We at Appliance Factory take our customers and their happiness very seriously. After speaking with you today, and also parties within our company, we will be contacting...

you to arrange for the pick up and refund of the purchase you made through us as it's the right thing to do. Please feel free to contact me with any future concerns so we can address them.  [redacted] ###-###-####

We apologize for not meeting you expectations in regards to the delivery of the appliances to you house.  We strive to satisfy every customer and in that light we have come to a solution that was offered to you and agreed upon to compensate you for the issues that you had to deal with....

 Hopefully this has fully rectified the situation and that if you are in need of further service please contact me directly.[redacted]###-###-####

The manager of the Appliance Factory in [redacted],  is  working to resolve these issues with the customer. He has also been partnering with the delivery team to make sure everything is delivered smoothly. The customer's refrigerator is on order and the store will be replacing...

her washer.

Complaint: [redacted]
I am rejecting this response because:
It cost me $ 400.00 each day I have to take off to get this range repaired.  It has been 4 times already and will require a fifth day off which will cost me $ 2,000.00 total.  I tried to call the presidents hot line, I got a recording.  I asked for a manager and was told they were in a meeting, never got a call back from the manager.  I have scheduled an appointment for February 24th and asked for a morning appointment.  I was told the system is automated and they cannot guarantee an AM appointment, even when I have scheduled it out fifteen days in advance. I feel the customers time is far less important than time for the tech, the manager, the operator or the president.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:the store contacted me and promised to call back no later than Monday...

2/29 to confirm the handle had been ordered.  They did not call back and my call to them was not returned. This pathetic and unprofessional communication has been the problem for 5 months: - promising to order the part but never confirming the order or initiating contact with me. the time has passed to replace the handle and is now like the unit replaced 
Sincerely,
[redacted]

Appliance Factory apologizes for not meeting [redacted]. [redacted]'s expectations.It is our sincere hope to make every customer a raving fan.  [redacted]. [redacted] purchased a one of a kind unit from our store but unfortunately the unit did not function properly. [redacted] is a savy shopper and found an...

incredible deal on this one of a kind unit. As stated unit was an F class. We found 1 similar F class unit at another store and asked [redacted] to go inspect it. During the re-selection process, [redacted] told store she would refuse the unit if delivered. So we refused to deliver it and not waste everyone's time. There were multiple visits by [redacted] and her daughter demanding a new fridge at the $600 paid. Unit being a one of kind, there was only the option available. Their visits became confrontational, abusive and threatening. At one point, after refusing to leave our store, manager was instructed to call police. Based on this report, we decided not to continue to due business with [redacted] and asked to refund her entire sales so she could purchase somewhere else. She is refusing to allow us to refund her money. Again, Appliance Factory apologizes for not meeting [redacted]'s expectations.

It looks like your appointment was moved up to 8/16. The technicians are the experts and proceed according to directions from the manufacturer. Hopefully this visit will rectify the issue.

This issue has been turned over to our processing department for payment of amount disputed.

This matter has been resolved with Mr. [redacted] and the District Manager. We apologize to Mr. [redacted] for any inconvenience and appreciate his business!

Initial Business Response /* (1000, 6, 2015/10/30) */
As the store manager here in [redacted], I am deeply sorry for the problem described. We strive to have excellent service and customer care at Appliance Factory / Mattress Kingdom, unfortunately there [redacted] be problems that arise when dealing with...

the general public. We have numerous precautions and procedures in place to prevent these kind of problems and we can all learn something from this experience. Having a person on the job site that speaks English and knows how the delivery process works is imperative to a smooth delivery and installation. Refusal of products is always acceptable at the time of delivery with no charge to the customer. In the future we hope to resolve these problems before the arise.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please respond with documentation to explain the reason a damaged refrigerator was delivered by Appliance Factory Outlet to the buyer in place of the ordered new refrigerator.
The itemized sales receipt attachment clearly states the refrigerator was purchased at full price, and "New In Box ", listed as NIB on the second line of the itemization on the invoice. Buyer was willing to wait the estimated two week delay in delivery for the NIB item, she told [redacted], the salesman, because the refrigerator in the home was in good working condition and did not need immediate replacement. The NIB listed was entered, printed and signed by Appliance Factory salesman [redacted], from the [redacted] location. He was in the newly opened [redacted] store training employees and sold the refrigerator to the buyer.
The contact phone number listed on both the sale invoice and delivery invoice of the purchase was XXX-XXX-XXXX, the cell phone of [redacted] Wacker. The contact number was given to [redacted], by the buyer, at the time of sale, and [redacted] entered the phone information on the computerized [redacted] of sale and invoice. No other contact number was given to the store at any time. The buyer indicated [redacted] as the only contact person.
The first contact received by [redacted] after the purchase, as verified by his cell phone records, was by a delivery person midday, Saturday, September 19, indicating delivery would be made around 1:30p.m. Two more calls were made to [redacted] that afternoon indicating delivery would be delayed.
No mention was made by the delivery person that the refrigerator being delivered was a "scratch and dent" refrigerator. No one from either store made any contact with the buyer or [redacted] relating to that delivery date or any change in the original terms or condition of the refrigerator being delivered.
He removed the refrigerator found in the kitchen and placed the new refrigerator in the same location. He did not plug in the appliance.
Buyer contacted [redacted] Wacker Monday morning, September 20, to request he come to the home and check the appliance to see if it was in working order. They did not know that the new refrigerator was damaged until after the deliveryman left. [redacted] saw that the refrigerator had not been plugged in by the delivery person and no food had been placed inside. As he moved the appliance to plug it in and check it, he, too, observed the noticeable deep crease and indentation on the refrigerator side and took a photo to document the damage. [redacted] went to the [redacted] store that morning and talked with one of the managers about the damaged unit .That manager assured him that [redacted] would be contacted about the situation and would be responding to the buyer's concern right away. The [redacted] manager checked both the sales invoice and the delivery ticket on his computer and confirmed that the invoice said "New in Box", NIB, but the delivery ticket stated "Dent and Scratch" .
[redacted] went back to the home and plugged in the appliance so that the family would not be without a refrigerator while they awaited a reply from the company. No phone call was received Monday or Tuesday. On Wednesday and again on Thursday [redacted] went to the [redacted] store for some resolution to the complaint and was told they had not heard from [redacted]. On the following Monday, when [redacted] returned to the [redacted] store, he was told [redacted] was going to be on vacation for the next week and would not be available. He gave no response to the question about why the buyer's concern had not been addressed for a week.
When [redacted] returned [redacted]'s call, he was told the refrigerator could not be returned because "it was company policy" that if it (the refrigerator) had been plugged in and had food in it, it was considered used and not eligible for return. But he would offer to give the buyer $200.00 if they kept the unit. This was the first time anyone had mentioned anything about company policy relating to food in the refrigerator or not plugging in the appliance.
If that policy had been clearly stated to [redacted] at the time he went to the [redacted] store the Monday, after the unit was delivered, the buyer and the seller would have had no problem delivering the " New in Box" refrigerator, at a later date, because the unit had still not been plugged in and no food had been placed inside.
We are forwarding for your review an attachment of a telephone call made to [redacted] Wacker, on his cell phone indicating the Appliance Factory Outlet's response to the buyer's complaint, as given by one of the [redacted] managers.
Additional reimbursement request:
4 year warranty (listed as WAR0WRXXXXXX) second item on [redacted] $179.00
Final Business Response /* (4000, 10, 2015/11/18) */
Appliance Factory apologizes for not meeting [redacted]'s expectations. It is our sincere hope to create a raving fan experience for every customer. We appreciate Mrs. [redacted] community service helping [redacted] in her decision making process being a non-english speaker. Unfortunately, the selection was a new out of box unit. It has the same manufacturer's warranty as New in box product. [redacted] received an additional discount from the price indicated for a new in box unit. Knowing a new in box unit would take 2 weeks to deliver, the customer was clearly communicated they were receiving a minor blemished unit for a discounted rate that was available. Unit was delivered within the week. Damage was disclosed. On delivery unit was signed off by customer they had fully inspected unit and were satisfied with installation and product. Customer had every right to refuse it on delivery prior to use. Once a unit is installed and begins to be put to use with food in it, it is considered a used product and cannot be resold by Appliance Factory. The damage is minor and may be why it was missed on customer inspection. Appliance Factory has made every attempt to complete our contract with [redacted]. Unit is fully functional. Based on this information, we cannot return a used product without manufacturer approval and are at an impasse [redacted] customer. Again, Appliance Factory sincerely apologizes for not meeting [redacted]'s expectations.

Complaint: [redacted]
I am rejecting this response because:When I called to schedule a third visit for the same issue (dishwasher not draining properly) I was told by 2 different people that they would order a hose and I specifically asked if there would be any charges and they both told me the only fee I would be responsible for, would be $20 for the cost of the hose.  That is what I told my landlord.  A few days later they called, telling me the hose was in, and I scheduled a visit.  On the visit on 8/11/16, I did not clean out the dishwasher of any of the the water sitting at the bottom, because frankly I was sick of doing it.  Each of the two other visits, they did not have to clean out any water, because there was none, I did it prior to their visits (mostly because I didn't want the water to stink up my house-I have pics on my phone of the water, if that is needed).  This time they actually had to get a vacuum and suck it out, which I believe is the way they finally found the problem with the dishwasher after 2 months of  "mis-diagnosis".  I am positive of this because he found 2 olive seeds, which I have not had olives literally in months!!!!!       The repair man NEVER told me that they would charge $185 for that visit, before, during or at any time, until at the end when he was being quite rude and typing furiously he said the charge would be $185.  As he was walking out my door he made a rude re-mark and I said I am reporting him to his manager.  He started yelling "I don't care, call him" as he crossed the street.  Oh and the hose was never replaced.On a side note.The repairman, was rude and made me uncomfortable, I was glad I had a friend with me as I am a single woman.  
Sincerely,
[redacted]