Appliance Factory & Mattress Kingdom

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]

Tell us why here...To whom it may concern:Investigating this situation with KitchenAid, has revealed that the dishwasher has only had one service call on it.  The authorized servicer, Columbine Appliance, was out on 3/14/2018 for a service call on the spray arms not having spray pressure. ...

Notes from the servicer to KitchenAid state that they replaced motor and pump and that the unit tested properly.  As the unit is still within the 1 year, manufacturer's warranty, KitchenAid is the holder of the warranty and their terms and conditions are what Appliance Factory is contractually bound to for service related issues.  KitchenAid requires a 3 completed services before they will investigate and determine if they will issue a return authorization.  Purchase of Appliance Factory's extended service plan would have no impact on this situation, as the issue the customer is reported to have is one that is covered by KitchenAid within their standard manufacturer's warranty.  This is not a scenario in which Appliance Factory has any standing on the exchange process for the dishwasher.  The unit was purchased from Appliance Factory on 9/28/2017 for $699.75 as an Out of Box unit and carries the full 1 year manufacturer's warranty through KitchenAid that a sealed in box unit would.  If the customer is having ongoing issues following the service call from Columbine Appliance, KitchenAid will set up an additional service appointment(s) and resolve the situation.  It is only at the discretion of KitchenAid that this unit can be deemed non repairable.  The information provided to Appliance Factory is that the dishwasher was serviced and repaired, to full working order, during the service call by Columbine Appliance.  Appliance Factory can help facilitate the scheduling of a new service call or the customer can schedule directly on line with KitchenAid at www.kitchenaid.com.

This customer purchased by cash so the refund was done through our check request process.It was approved and awaiting completion. Customer has been informed that the refund will take some time to arrive to his home.As of today, Thursday 4/28/16, the $35 delivery refund request has been...

processed and the check will be cut and signed on Friday, it should be in the mail by Monday afternoon May 2, 2016.

We are sorry that we have not met Mr. [redacted] delivery expectations due to the snowstorm. We have no other option at this time than to deliver the product next Tuesday, 4/11. We have offered to refund the delivery fees to Mr. [redacted] and deliver on Tuesday, but he does not deem this as an...

acceptable resolution. It seems we are not able to fulfill Mr. [redacted] expectations at this time.

Initial Business Response /* (1000, 9, 2015/09/25) */
Came to a positive resolution with the customer. Customer was satisfied with the concession for having an item that had a cosmetic blemish on it as per our open box pieces and policy. The customer is satisfied with out resolution.

Initial Business Response /* (1000, 5, 2015/05/28) */
I want to begin by apologizing for not meeting the expectations of [redacted]. Upon hearing of the issue on Wednesday early evening we began to attempt to correct the issue. After failing to get someone to her house on Thursday or Friday one...

of my sales associattes drove to the customers home and switched out the hose for the customer. At that time I spoke with [redacted] and she seemed content with everything. I attempted to contact the customer today as I had not been previously made aware of the issue with the flooring. I would like to discuss this matter with the customer and come to a resolution that will work for her. We value all of our customers and will make this right.

Initial Business Response /* (1000, 6, 2015/11/19) */
I apologize that Appliance Factory and Mattress Kingdom has not met your expectations in this transaction. I appreciate you getting back to me with the serial number for the washer. In your complaint you stated that you had a qc form with an F...

rating. I was hoping that you could email me a copy of the form so that I can work to resolve this issue for you. The email address is [redacted]@appliancefactory.com
Initial Consumer Rebuttal /* (3000, 8, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have sent the copy of the QC form that came with the appliance to the email address indicated above ([redacted]@appliancefactory.com).
I am also including the QC form here.
Final Business Response /* (4000, 12, 2015/12/02) */
Appliance Factory & Mattress Kingdom sincerely apologizes we have not meeting your expectations! We make every attempt to set proper expectations with our customers and have processes set up ensure satisfaction. For example, all customers have final right of refusal upon inspection of any Out of Box products prior to taking ownership and acknowledge acceptance by signing off they have fully inspected unit and are satisfied with product and installation of product. In this case, an agent set by the consumer signed and accepted the product. Washer is still in use by consumer.The condition of product was clearly communicated to consumer and quality control form consumer has provided to the Revdex.com clearly shows its considered an A- condition with Front Very Minor Scratches/ Top Very Minor Scratches/ Right Dent & Scratch/ Left Dent & Scratch. At this point, Appliance Factory is at an impasse [redacted] consumer. We [redacted] continue to help consumer and Manufacturer address any performance issues with unit, now and in the future, to ensure is functioning as designed. Consumer has full Manufacturer's limited warranty. Again, we sincerely apologize for not meeting your expectations.
Final Consumer Response /* (2000, 20, 2015/12/23) */
From: [redacted]
Sent: Monday, December 14, 2015 6:46 PM
To: ** mgr; [redacted]
Subject: Re: Washer Replacement
The washer was delivered today and it was in unopened box. I inspected it myself and there was no scratches or dents.
It was installed and operational when the delivery left.
I would assume that you have already charged the $100 difference on the credit card I provided you.
I will request the Revdex.com to remove my complain as agreed.
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am glad you are going to look at how you train your employees, but I was told by district manager [redacted] that they would return the $100 restocking fee plus the $60.14 over charge which they could not explain how it happened.  After [redacted] and I hung up the phone I continued with my Revdex.com and [redacted] review.   I received a call from [redacted] after he saw my review saying "I thought everything was cool since I returned the $160.14 to you($60.14 was 100% mine anyway) But I guess not"   So I still have not seen the $160.14 returned to my account so my best guess would be he canceled the return since I gave them a bad review.  So now I believe we have and additional issue. I will look forward to your reply
Sincerely,
[redacted]

To whom it may concern,After looking into this Appliance Factory is not responsible for the malfunctioning of the ** LDF5545ST dishwasher. After looking into the details the customer the unit delivered on 11/17/2016 and my system does not show one of our certified techs installing the...

unit. Additionally Ms. [redacted] did not purchase an extended performance plan from either us nor **. This unit comes with a 1 year limited manufacturers warranty which we are well past that so the manufacturer is not responsible after that time. I have taken the liberty of reaching out to ** direct to see if they can be of any assistance to Ms. [redacted] and resolving the issue.Thank you,Lonnie H[redacted]Store ManagerAppliance Factory & Mattress Kingdom680 Garden of the GodsColorado Springs, CO 80907719-593-1617

Initial Business Response /* (1000, 6, 2015/08/28) */
August 28, 2015
Denver/Boulder Revdex.com
1020 Cherokee Street
Denver, CO XXXXX
Attn: [redacted]
RE: [redacted] Case# XXXXXXXX
Ms. [redacted],
Thank you for forwarding the letter to us from Mr. [redacted]. The...

letter stated that he was not satisfied with technician's diagnosis and requested $54.95 refund..
I have investigated the issues and reviewed the service. Mr. [redacted] requested service on August 3rd, 2015 stating his lower oven would not broil or bake.
Technician arrived on site on August 6th, 2015, observed the unit had been partially dismantled. He reassembled and performed his diagnosis, stating that EOC and relay were at fault. Consumer was provided an estimate for repair. Consumer denied repair, the unit was reassembled and consumer was charged $54.95 for trip and diagnosis.
I spoke with Mr. [redacted] on August 26th, 2015, he requested a refund at that time and stated the technician caused damaged to his unit. I informed him we are unable to guarantee our diagnosis without completing the repair. We do provide a 90 day parts and labor warranty for all work completed on the unit. An initial diagnosis does not always reveal the complete issue, it may change as the technician begins the repair.
Per my conversation with Mr. [redacted], he stated there is no way to verify if the technician caused any damage. As noted, the unit was partially disassembled when the technician arrived and the consumer disassembled the unit to remove the boards.
We provided a diagnosis as requested by the consumer. We [redacted] not be providing a refund.
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,
[redacted]
Brand Source Services
Initial Consumer Rebuttal /* (3000, 8, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is clearly stated in your repair notes I've uploaded that problems occurred AFTER he reassembled. I also can prove that his diagnoses was incorrect because I have notes from another repair company that state there was nothing wrong with the EOC and relay unit.

Appliance Factory apologizes for not meeting [redacted]'s expectations. We strive to provide excellent customer service to every customer. It is unfortunate [redacted] denied our request for a return authorization. We will continue to fight with [redacted] management to take care of this unit. In the...

meantime, we have processed a return of the unit and will be out to collect/refund your purchase. Again, Appliance Factory sincerely apologizes for the inconvenience.

Appliance Factory sincerely apologizes for not meeting your expectations. We have worked hard to put pressure on [redacted] to expedite the part needed to fix the issue. We were excited to hear they had one coming in 5 days. Since this post, [redacted]'s service provided informed you part came...

damaged and must reorder. We are going back to [redacted] on your behalf and demanding quicker resolution. We will hopefully have an answer from [redacted] by 8/24/17 whether they will accept our request for exchange or have reorder part. We will follow up with consumer 8/24/17 regardless of decision. Again Appliance Factory sincerely apologizing for this huge inconvenience!

June 10, 2016   Denver/Boulder Revdex.com [redacted] Attn: [redacted]   RE: [redacted]  Case# [redacted]   Ms. [redacted],   Thank you for forwarding the letter to us from Ms. [redacted].  The letter stated she...

paid $305, part is covered by warranty and wants a refund.     I have investigated the issues and reviewed the service.   We received a request for service on a [redacted] Dryer out of warranty stating the unit was not heating on 03/14/16.   The service call was scheduled for 03/24/16 and consumer was informed we charge $64.95 for the trip and diagnosis.   On 03/24/16 the technician diagnosed a defective control board.  The consumer was provided a repair cost of $290.00.  Consumer accepted the quote for parts and labor and provided a required down payment.  She paid $145.00 on her credit card.     Part was received and consumer was scheduled for 04/05/16.  On 04/05/16 consumer canceled the service call and rescheduled for 04/15/16.  On 04/15/16 installed the new control board, unit tested as designed and remainder $145.00 was collected by credit card.   Ms. [redacted] called on 04/25/16 and stated her dryer will not start, only makes a buzzing noise, service call was scheduled for 04/26/16.   On 04/26/16 the technician diagnosed a faulty control board, the board installed on 04/15/16.  A new board was ordered from [redacted].   Part was received and consumer was scheduled for 05/10/16.  The consumer was not home on 05/10/16 and call was rescheduled for 05/24/16.  The new board was installed and tested, with [redacted] technical support they diagnosed the new control board as faulty.   A new board was ordered from [redacted].   On 05/26/16 Ms. [redacted] sent a picture of her warranty from her unit stating the part being replaced is covered under her warranty and requesting a refund.   We informed Ms. [redacted] we were not aware of any warranty during the service period and we are unable to provide a refund.  She was informed to contact [redacted] directly for a reimbursement.    Received the new part and contacted consumer, she declined service.   Ms. [redacted] was provided the requested service, charged a total of $290.00 and provided additional parts and service under our 90 day parts and labor warranty.   She has chosen not to allow us to complete the service.   At this time we will not be providing any refund.   We are able to continue service with Ms. [redacted]’s approval.   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

We have resolved this matter with [redacted].  She has communicated to us that once she receives her settlement documents from us in the mail that she will then remove this  complaint.

Initial Business Response /* (1000, 7, 2015/07/22) */
July 22, 2015
Denver/Boulder Revdex.com
1020 Cherokee Street
Denver, CO XXXXX
RE: [redacted] Case# XXXXXXXX
Ms. [redacted],
Thank you for forwarding the letter to us from Ms. [redacted]. The letter stated was quoted and...

re-quoted a price, work was not performed.
I have investigated the issues and reviewed the service. Ms. [redacted] called in and requested service for her Frigidaire washer on 05/27/15, stating the unit was "not draining."
The tech arrived on 05/28/15 and diagnosed an error code E-52, drum won't spin. Diagnosed debris between inner and outer tubs. Quoted $350.00 to remove debris, once diagnosis was completed informed consumer that inner tub could not be removed from pulley and estimate for the repair would increase to $800.00, additional cost was related to additional parts and labor. Rear pulley is seized. Consumer assessed a trip and diagnosis charge of $54.95.
Second technician was dispatched on 05/29/15, agreed with first technician debris between tubs. Tubs would need to be removed and separated to remove debris. Quoted $300.00 to remove tub. Informed consumer we could not take unit apart and leave apart for liability reasons. Consumer declined repair. Ms. [redacted] declined the repair quoted by the second technician, we informed her we would provide her a refund for the trip and diagnosis.
Consumer was provided a refund in the amount of $55.00, trip and diagnosis was provided at no cost to consumer. We have provided a valid diagnosis, the unit was assembled prior to technician(s) departing. At this time we considered this to be a closed issue.
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

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]

Initial Business Response /[redacted]/
I apologize that you are not satisfied that Appliance Factory Outlet cannot take your product back for an exchange. Company policy states that once an appliance has been install it is "used" at that point. We cannot take back used appliances. ...


Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
The salesman blatantly lied about the product and it does not perform as should. Saying that they won't exchange the product shows that they support and encourage a lack of ethics in their sales force.
Final Business Response /[redacted]/
Appliance Factory apologizes for not meeting [redacted]'s expectations. Refrigerators do not have a dedicated cooling mechanisms for water dispensers. Water temperature is completely dependent on water temperature from the home which is aided by the refrigerator as water passes [redacted] the line. Unfortunately, Appliance Factory cannot take back a used unit that is functional based on customer satisfaction. Frigidaire states the unit is functioning properly. Again, there is not a brand available that provides dedicated cooling to water dispenser. Appliance Factory has sold 1000's on these models without exception. Under these circumstances, Appliance Factory apologizes, but is at an impasse [redacted] our customer.

Applinace Factory apologizes for not meeting Ms. [redacted] expectations. It is our sincere hope to make every customer a Raving Fan!Ms. [redacted] purchased an Out of Box [redacted] Washing machine.  Ms. [redacted] had a European Outlet installed in home.  Our Delivery crew hooked up the unit to another...

plug and tested the unit.  I walked Ms. [redacted] through usage and how to pause the machine.  The Machine was functioning until Ms. [redacted] had an electrician come and move the outlet behind the machine.  We have images of the European outlet that was originally installed.  This has most likely created the issue. We attempted to have [redacted] service her machine based upon manufactures warranty but the customer refused.  Since the Machine is in her home and tested functioning, it needs to be serviced to find true cause.    The same day the above was happening Ms [redacted] signed for and accepted a GE dryer which she gave confirmation over the course of a week because the compact machine that was requested originally was ventless and Ms [redacted] could not see behind her machine originally to tell whether she had a vented or vent less unit, and Bosch makes both.  We accommodated Ms. [redacted] at no additional charge and upgraded her to a factory sealed GE and redelivered at no extra cost. We absolutely credited back Ms [redacted] for the product she hadn’t received.  It was after the above that Ms [redacted] Charged back the cost of the Machines that had been successfully delivered and tested.  We would love to help Ms [redacted] get service to her machine that ceased to function as per the manufactures warranties. AF believes washer issue is a result of improper electrical in the home. If this is the case, customer is responsible for correcting issue. AF will do everything in our power to help resolve her issue. Again, we sincerely apologize for any inconvenience.

We are sorry to hear about this situation and apologize for the delay in responding back to Ms. [redacted] on this complaint. We have been trying to reach Ms. [redacted] via phone to resolve the matter and will update once we have reached a resolution.