Appliance Factory & Mattress Kingdom

We have reviewed the letter forwarded from Ms. [redacted].   Please find our responses below to her concerns and statement. Ms. [redacted] stated that no one had contacted her from our office.  Our records show, representative Michelle spoke with you on 02/24/16.   Michelle...

answered several of your questions related to the terms and conditions of your agreement.   Ms. [redacted] was also provided information how to access the terms and conditions of her agreement through the Product Protection Plus website, productprotectionplus.net. The terms and conditions of the agreement, “Replacement Plans,” state “this Replacement Plan will replace your original product with a product of equal or similar features and functionality, though not necessarily the same brand.  Replacement products may be new or rebuilt products.  A replacement product may be new or refurbished.”   In addition, the agreement states “does not cover trip, labor or shipping charges.”  Ms. [redacted] was provided three replacement options, 2 were considered upgrades, Kitchenaid  side by side models, these units were counterdepth.   The 3rd option was an Electrolux side by side the same size as her current unit.   She chose the counterdepth Kitchenaid unit after reviewing with her husband. The agreement does provide for food loss.   Our records indicate that Ms. [redacted] was emailed the food loss claim form with instructions on how to complete on 2/26/16.  As of this response we have not received the completed claim from the consumer.  Once the claim is received it will be processed within the guidelines of the agreement. Ms. [redacted] has received a replacement unit.   The replacement unit has a 1 year manufacturer’s initial warranty.   She has up to 1 year to purchase a new extended warranty from our company.   She has received the food loss claim form with instructions.   Product Protection Plus has fulfilled it’s obligations per the terms and conditions of the agreement. We apologize for any confusion Ms. [redacted] may have incurred during the replacement process.   We continue to identify and correct issues that are brought to our attention.

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]

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.)

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]

[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

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

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] ###-###-####

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

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.

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]###-###-####

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.

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

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.

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]

We will be replacing Mr. and Mrs. [redacted] refrigerator. The process has already been initiated. Customer Service Manager will be following the process thru completion to ensure a smooth, successful delivery.

We have had multiple communications with Mr. [redacted] in regards to this alleged incident.  Our technicians do not perform the function he alleges that caused the damage as they all use a specific tool to do so.  We never suggested that Mr. [redacted] was dishonest rather we explained why we...

couldn't have caused this issue.