Appliance Factory & Mattress Kingdom

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.

Initial Business Response /* (1000, 8, 2015/07/23) */
This is [redacted]. I cannot locate this customer in our database with the information supplied. I did leave a message on the number provided and sent an email. Waiting on additional information from the customer in order to proceed. ...


Final Business Response /* (1000, 35, 2015/09/29) */
The issue still hasn't been resolved. What was there response?

(The consumer indicated he/she DID NOT accept the [redacted] from the business.)
There are certain parts of the above story that are inconsistent and not true.
8/14/15- The technician (an untrained contractor) replaced the compressor and told me to wait for a few hours before I could tell if the fridge was working. We never agreed that the "unit was cooling".
8/15/15- We were angry since the unit didn't work after we paid $450 and I escalated so that I could talk to a manager but was ignored. No one returned my call.
I finally got them to have someone come and take a look at why the fridge wasn't working. There experienced technician told me that the wrong part was installed with damage, I have pictures to prove. I also have a letter from the technician to prove that wrong part was installed. How can the unit cool if the wrong part was installed?
At this point, they screwed up my fridge and didn't return my original compressor (that had gone bad according to them) that they swapped with a supposedly good one (wrong part). How can they blame ** for sending the wrong part? Aren't they responsible for actually putting the wrong part in my fridge?
At this point, I had lost trust with them. I called ** and asked if they can help. They told me that they will send someone to look at my fridge. The ** technician came and pretty much told my that my fridge cannot be fixed. ** did provide me a partial credit for the fridge.
[redacted] did refund the repair dollars but I had to purchase a new fridge and the difference between what ** paid me and the new fridge is $300 and I am requesting [redacted] to pick up that tab because of the wrong compressor installation.
Honestly, the attitude that [redacted] had towards all this was unbelievable. Instead of apologizing for their mistake they are still blaming ** for sending the wrong part. Obviously they don't care about customer satisfaction and doing the right thing.
[redacted]

Initial Business Response /* (1000, 6, 2015/11/18) */
I am sorry, and have apologized to this customer, that we did not meet his expectations on our first try. Providing the best customer service possible is our top priority. The customer expressed concern about other company's inabilities to...

deliver to his mountain home, so we sent a small, 24ft truck to make his delivery but could not navigate his driveway, even with the smaller truck. We returned as soon as we could with a van we had to specially equip and successfully completed his delivery. Upon installation however, the installer had trouble with the customer's gas line and out of safety concerns recommended the customer speak with a certified plumber. Safety is also a top priority. To be sure it was not an issue we could not fix considering this customer's experience thus far, we returned to the customer's home with a supervisor and completed the installation. As it turned out, the customer's gas flow was just unusually slow. Because the customer's experience did not represent the service experience we strive to provide and inconvenienced him, we not only refunded the $275 delivery charge on 11/18/15, we increased his refund to $350 to express our sincerity. The customer is not paying for any of the services he was dissatisfied with. The customer has confirmed that all of his appliances now work great! Unfortunately, we are still at an impasse.

Initial Business Response /* (1000, 6, 2015/10/07) */
October 7, 2015
Denver/Boulder Revdex.com
[redacted]
Denver, CO XXXXX
Attn: [redacted]
RE: [redacted] Case# XXXXXXXX
Ms. [redacted],
Thank you for forwarding the letter to us from Ms. [redacted]. ...

The letter stated that she has had difficulty receiving service and she incurred property damage.
I have investigated the issues and reviewed the service.
We received a request for service on a Samsung washer on 07/06/15 stating unit was loud and shaking.
The technician arrived on site on 7/13/15, the technician removed the tub cover, did not find any foreign objects, replaced the tub cover and tested the unit in high spin.
Consumer called back on 7/25/15 requesting service, stating found plastic pieces in tub and unit shakes. The technician arrived on site on 7/27/15 diagnosed the unit had a catastrophic failure that would require several parts including the inner and outer tub. Technician did not state unit was safe to use. The unit required significant repairs and was not in proper or safe working conditions. No repair was completed or attempted at this time, due to the unit needing parts, consumer was aware of the degradation as evidenced by the plastic pieces found in the unit.
Brand Source Service is not accountable for the property damage caused by using a malfunctioning washer.
I apologize for any inconvenience this has caused Ms. [redacted]. Brand Source Services continues to refine and update it's policies and procedures to provide the customer with above satisfactory service.
Sincerely,
[redacted]
Brand Source Services
Initial Consumer Rebuttal /* (3000, 8, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
This is a lie, and a we feel that you know it is based off of our numerous conversations regarding this issue.
First off, our first service request did indeed mention the plastic pieces in the wash and the noises. Your tech did not remove any parts, we watched because our three year old loves to watch this stuff. He only did a rinse cycle during which no noise was made and told us that the plastic pieces were likely from a piece of clothing getting caught between the door and the barrel resulting in pieces of plastic in our wash. He left.
We called back with the same issue, he came back and still did not dismantle any parts, but said that things looked worse and he needed to order a part. Prior to leaving, my husband asked specifically about the safety of the unit and was assured that it was okay to use.
When the tech came back after the unit caused water damage to our house, to repair the one part that finally came in, that is when he finally took things apart and stated that he needed another piece to be ordered to fix the unit.
Here are our problems with your version of the truth. First, if he had taken things apart and did a proper diagnostic, then why did we need him to come back not once but twice with parts?
Your company does not record any customer service calls to back your or the customers' claims.
Your techs do not provide a carbon copy like many companies who provide house calls of the services performed, the issues with the machine, and instructions for follow-up. If this were the case, like we have had many companies do, then both parties would have signed it and there would be a reliable paper trail.
As it stands now, it seems that your company has no interest in accountability. There are no records other than the one your people write after they leave, we do not sign any paperwork while they are here. We are not left with any written instructions. You have all of the documents and ability to change your documents however you wish.
My husband is a teacher, I am a nurse. We are very hard working professionals who are very familiar with proper documenting. We have a lot of integrity and have never been so irritated or taken such drastic measures in our lives. We have two witnesses to these events as opposed to your one. Had we known the lack of integrity your company possesses, we would have never of purchased from you in the first place, and we would have provided our own real time documentation of these events.
This issue is not resolved. It is now further inflamed because of your lies. We feel that you owe us our $1,000.00 deductible due to your technician's negligence. We are not asking for any of the other expenses this event has cost us. We feel this is a very fair request. We are very upset and frustrated by the lies you presented in your response.
Final Business Response /* (4000, 10, 2015/10/14) */
October 14, 2015
Denver/Boulder Revdex.com
[redacted]
Denver, CO XXXXX
Attn: [redacted]
RE: [redacted] Case# XXXXXXXX
Ms. [redacted]
Thank you for forwarding the rebuttal letter to us from Ms. [redacted].
Our previous response outlines our position. The consumer chose to use a known malfunctioning washer.
Brand Source Service is not accountable for the property damage.
The consumer chose to have the repair completed, the unit is working as designed.
At this time, we consider this a closed situation.
Sincerely,
[redacted]
Brand Source Services
Final Consumer Response /* (4200, 12, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company does not acknowledge their lies or their lack of accountability or reliability to their clients. We maintain our position that this business has poor practices and is responsible for our $1,000.00 deductible.

Dear [redacted], We have been made aware that [redacted] has spoken with you to address all remaining issues. The refrigerator and your washer are all set and per the conversation you had with [redacted] the $35.00 will be taken care of, in addition the 5 and 10 year major components have been added. We hope this resolves all remaining issues and/or concerns you had. If you require anything or have any questions please feel free to contact us. Thank you.

Initial Business Response /* (1000, 6, 2015/05/21) */
When [redacted] purchased the unit we gave her the measurements of the unit to make sure it would fit. Once we found out the unit would not fit we gave the client the option to pick out another unit which she did with my sales rep. The thing was...

the timing her item was out of stock at my warehouse so I gave two options of let us deliver when it was back in stock at our location or she could do pick up at Vendor to expedite the time frame. She chose to pick up so I gave concessions for the time and travel. I will follow up with the client.

Dear Mr. [redacted], ** has left a message today on your cell phone to schedule an appointment with you. We will be servicing the unit. We cannot provide an exchange without the unit being deemed as irreparable. We will be taking care of you and expedite the service and have the door repaired immediately. Please contact the ** representative back so we can get this taken care of. Thank you,Lindsey

We do apologize for our lack of communication with Ms. [redacted]. The store manager will be working with her to pick up and refund the money. We truly apologize for any inconvenience that Ms. [redacted] has experienced with us, as we strive to provide the best customer service. We are sorry that it was...

not able to work out and we thank Ms. [redacted] for her patience.

We apologize for the lack of communication with Ms. [redacted]. We strive to provide excellent customer service and have failed to do so in this instance. Our delivery manager is in contact with Ms. [redacted] and they are working together on a resolution.

May 27, 2016   [redacted]/Boulder Revdex.com [redacted], CO [redacted] Attn: [redacted]   RE: [redacted] & [redacted] Ms. [redacted], Thank you for forwarding the letter to us from Mr. [redacted].  The letter stated that he wants his warranty to...

provide another resolution that does not include the manufacturer required repair.   On 4/26/16 I spoke with Ms. [redacted] and informed her that her  unit was part of a [redacted] service bulletin that required a gasket to be put on the back of her unit.   This is a known issue with [redacted] and the repair is the required fix.  Ms. [redacted] was informed that her warranty company Product Protection Plus will not proceed with replacement review until service kit that is on recall with [redacted] is completed. Ms. [redacted] informed us she  does not want to do it because it will not fit in her home. Ms. [redacted] was informed that is a manufacturer issue and something that we cannot fix. Ms. [redacted] was provided the website for  the terms and conditions of her warranty. I apologize for any inconvenience this has caused Ms. [redacted].  Brand Source Services continues to refine and update it’s policies and procedures to provide the customer with above satisfactory service.

We have not received [redacted]'s court filed complaint; however, she has clearly indicated to us (as she has to the Revdex.com) that she has counsel and is filing the lawsuit. As such, our counsel [redacted] ([redacted]), has instructed us to have no further communications with the customer.  This, as the Revdex.com is aware, is standard precautionary measure that our company is taking to not expose the company to liability.  As we explained in our response, we have communicated with [redacted] to attempt to resolve the matter without litigation, but now she has clearly indicated she is filing suit through her counsel.  Please feel free to contact Mr. [redacted] with any further questions.[redacted] * [redacted]
[redacted]  * * ** [redacted]  [redacted]
[redacted] * [redacted]..

Tell us why Dear Revdex.com:The customer [redacted] accurately states in her complaint that she has, "now contacted an attorney and will be pursuing them for every potential cent of damages."  Accordingly, we (Appliance Factory) have no choice but to handle this as a legal matter we look forward to...

our day in court.[redacted], who also uses the alias [redacted], has contacted many different parts of our company, including our claims department.  Our claims department reviewed [redacted]  [redacted] claim.  Her claim shows she initially submitted her water damage claim to her own homeowners insurance, not us.  Her own insurance denied her claim finding that her son caused the leak by attempting to alter plumbing in the house.  Given that information, our claims department asked [redacted] for photographic or other documentary evidence showing we, not her son, caused the water damage.  [redacted] provided no such evidence.  As such, we denied her claim.Since we have denied her claim, she has used alternating aliases to pepper social media and consumer organizations like the Revdex.com with negative reviews and unfounded statements.  We are not sure why [redacted] would do this pending litigation, but we believe this is because she has no evidence we caused the water damage and is trying to extort payment from us.     She has also stated she has reported us to the [redacted] Attorneys General's office; the Attorneys General's office has taken no action.As [redacted] states, she has retained counsel.  As such, we consider this to be a legal matter; a matter that as explained above, we have tried to resolve without litigation.  We have done all we can and now we look forward to our day in court.here...

Initial Business Response /* (1000, 6, 2015/09/17) */
The customer purchased a brand new refrigerator and with that unit comes a 1 year manufacture waranty. Just like with a brand new car once it is driven off the lot the manufacture requires the product to be serviced. I reached out to the...

manufacture to see if we could get an exception made. The manufacture refused and is requiring the product to be serviced. As to the damage on the fridge our customer have and oportunity to refuse products at the time of the delivery no mention of extra damage was made until the call about the unit not working. Service was out on Monday and the part was available the following day. At this point we are able to have the refrigerator serviced and if that repair does not work we can look into the next steps.

Hi [redacted], I'm sorry for the inconvenience this situation has cause you and for the delay in issuing the refund. I believe that Todd, the manager has reached out to you as well and issued the refund. If there is anything else we can help you with, please let us know. Again, we apologize for the...

delay and hope that this resolution is satisfactory. Thank you![redacted]

February 1, 2016 Denver/Boulder Revdex.com 1020 Cherokee Street Denver, CO 80204 Attn: Stephanie Sudduth RE: [redacted] Ms. Stephanie Sudduth, Thank you for forwarding the letter to us from Mr. [redacted].  The letter stated he has...

 difficulty getting his repair completed, a manager would not call him back and he wants a Saturday call.   I have investigated the issues and reviewed the service.   We received a request for service on an Samsung range stating the right rear burner will not heat on 12/02/15.  The element was prescreened and ordered. Part was received on 12/07/15, we called and left message with the consumer to schedule on 12/07/15, 12/08/15, 12/09,15, 12/10/15, 12/11,15, 12/12,15 and 12/14/15.   The message left on 12/14/15 informed the consumer we were going to cancel service request. We scheduled with consumer on 12/15/15 for 12/21/15.   On 12/21/15 we installed the new element, this did not resolve the issue, technician diagnosed unit needed a new switch.  Part was ordered. Part was received on 12/29/15, we called and left message with consumer to schedule on 12/29/15, 12/30/15, and 12/31/15. We scheduled with consumer on 01/04/16 for 01/11/16.   Consumer called in and added a 2nd appliance, rescheduled for 01/15/16.   We replaced the switch, this did not resolve issue.  Technician identified an issue with the wiring harness.   The wiring harness could not have been diagnosed until the previous repairs were finished.   Part was ordered. Part received on 01/21/16, we called and scheduled on 01/22/16 for 02/01/16.   Consumer was informed would receive a call on Saturday between 1:00 and 2:00pm  with a time frame for 02/01/16.   The scheduled time frame was between 3:00 and 5:00pm. On 02/01/16 the consumer called in and stated could not make the time frame, had a house closing.   I offered an AM appointment on 02/04/16, consumer declined.   She then requested we keep the 3:00 to 5:00pm time frame and to schedule as close to end of day as possible.   I acknowledged. I received a phone call from the technician stating he had a medical issue and would not be able to keep his route.   I called the consumer and left a message we would not be completing and to call us to reschedule. At this time the consumer does not have a scheduled appointment.    With reference to our website providing Saturday hours, those hours are in reference to the office open not technician availability. I apologize for any inconvenience this has caused Mr. [redacted].  Brand Source Services continues to refine and update it’s policies and procedures to provide the customer with above satisfactory service.    Sincerely, Merlyn Ballou Brand Source Services

Initial Business Response /[redacted]/
I have called the clients to discuss the issue at hand. I did apologize to the client that we did run different ad's but we have not offered free pedestal's We did offer the buy one get one free pedestal's not free pedestal's. I have offered...

the client to purchase the one and receive one free and we would go back out to the home free of charge and install the pedestal's. I [redacted] reach back out to the client and see what else we might be able to do.

Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
We only received one phone call weeks ago with a promise to call us again in a couple of days...they did not call.
The 2 free items are listed on our invoice which they still [redacted] not honor. This is for both pedestals as a store closing/moving sale that was for a 24 hour sale. We bought the package and took delivery a couple of weeks later.
We simply want what was promised, if the store doesn't like the deal they should not have offered it, these pedestals were the deciding factor in buying this set.
Final Business Response /[redacted]/
We reviewed our promo & we were offering buy one get one free on the Pedestals at the time, we can go ahead & honor that promo for you since that's what we were offering at the time.
Final Consumer Response /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
It does no good to continue to tell us that the promotion at the time was buy one get one free. Our complaint is that we were never shown that ad and we feel that the company should honor what the salespeople TOLD us. We purchased the more expensive set primarily based on his urging. This is a shady and dishonest tactic.
You should check with your salespeople [redacted] and [redacted] on this matter.
We tire of this company's refusal to honor its promise, we counter propose we receive 100% refund and you come and get your appliances.

I verified the customer received their product via delivery on 7/23/16.I called customer on 8/30/16 and they are out of town till September second. Left message to have customer contact the store once they are back in town so we can find a resolution that works for both parties.  [redacted]Appliance Factory Mattress Kingdom

We apologize that Mr. and Mrs. [redacted] have had an unsatisfactory experience with Appliance Factory. We appreciate the feedback and we do take our customer service very seriously so will be sure to use this as a training opportunity. Should Mr. and Mrs. [redacted] have any further issues, please do not...

hesitate to contact us back. Thank  you,[redacted]Customer Service Manager