Appliance Factory & Mattress Kingdom

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.

(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, 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?

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.

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 [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.

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.

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

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]

Dear Mr. [redacted], We have set up delivery of your wall oven for today, January 12th 2018. If you need anything else, please feel free to contact us at Appliance Factory and Mattress Kingdom. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

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