Appliance Factory & Mattress Kingdom

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]

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.

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.

[redacted]I do apologize greatly for the inconvenience that this situation has caused you.  I understand that the store manager has communicated with you to let you know that another unit has been ordered and delivery is scheduled for this week. I will follow up with you directly to confirm the...

delivery.  As always, we truly appreciate your feedback and are working to ensure this issue is fully resolved.  Best Regards,[redacted]

Initial Business Response /* (1000, 6, 2015/10/25) */
As the customer stated she was having an error code appear on the washer. The manufacture requires under their warranty that appliance need to be serviced and they the manufacture have the sole authority to return an appliance that has been...

used in a home. A high efficiency machine needs to be loaded differently than a traditional wash machine. This has been explained to the customer and if used properly the machine does not have any serviceable issues. We do have a presidents hotline for a customer to escalate an issue. In most cases you [redacted] have to leave a message and [redacted] be contacted within 24-48 hours depending on if the call falls on a weekend. We would like to help the customer in anyway we can including having her come in so we can demonstrate how to load the machine so he [redacted] be happier with the operation. The 10 year major component warranty has been mailed twice to the customer and I have even offered to email a copy to them.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the washer has been loaded according to the procedure. We called twice to have it service, the 1st time the company stated it was customer error, it was not. The 2nd time we called, the company stated to confirm the washer is being loaded properly. It has been and the washer continues to move during the washing, spinning cycles and still doesn't drain the water entirely. The manager [redacted] has NOT to this date mailed the warranty and has never offered to email it. We are still having issues. We shouldn't have to be concerned about a product with issues less than 1 week old. We want a new washer or a refund.
Final Business Response /* (4000, 11, 2015/10/29) */
I would be more that happy to send a photo of the receipt to Mrs [redacted] on her email as I had previously offered. To this date the service calls that have gone out have not identified any issues with the washer. The service tech has shown the customer how to load the machine to avoid the movement she is experiencing. The manufacture would have to authorize an exchange and they are claiming that the unit is working as designed.

Initial Business Response /* (1000, 9, 2015/08/19) */
I am very sorry for the confusion with your purchase. Originally the discover dispute was filed and no payment was refunded. After checking our records your discover dispute was never awarded. We are refunding you the complete purchase price...

as of 8/19/15. Once again I am very sorry for the mix up.
Initial Consumer Rebuttal /* (3000, 15, 2015/08/31) */
From: [redacted]
Sent: Friday, August 28, 2015 1:56 PM
To: [redacted]
Subject: Case no XXXXXXXX for appliance factory
Dear [redacted]
AS of now we have not received our money back from the appliance factory or credit on our discover card. I just spoke to discover customer manager and he is reviewing further. We have not accepted the delievery of refrigerator as it had more damages than shown in show room. The freege never entered my house. Pl. help me in getting my money back.
Thanks
[redacted]
Final Consumer Response /* (2000, 18, 2015/09/29) */
From: [redacted]
Sent: Monday, September 28, 2015 8:25 PM
To: [redacted]
Subject: Re: Case no [redacted] for appliance factory
[redacted]
after I wrote letter about legeal action, I got my money back. pl. close the case
Thanks
[redacted]

The technician is the expert in the field. He has no incentive or agenda to not repair an appliance. His pictures clearly show a non-conventional installation. The leveling leg is completely extended and it should not be. If the unit is on a level floor, the leveling leg would only barely be extended to create a level machine. The technician also has no reason to charge a customer for issues that are covered under the warranty. He is however a steward for all of the warranty companies and does report his findings accordingly.

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.
Natasha, I want to thank you for your assistance with this matter.  As soon as the company received your communication,...

they contacted me and the matter is getting resolved.  Please feel free to close your file. Again, thank you for your assistance in getting this moving/resolved. Enjoy your day! [redacted]

July 5, 2016   Denver/Boulder Revdex.com [redacted] Denver, [redacted] Attn: [redacted]   RE: [redacted]   Ms. [redacted],   Thank you for forwarding the letter to us from Ms. [redacted].  The letter stated she is requesting service be completed and the $64.95 she has paid be credited toward the final amount..     I have investigated the issues and reviewed the service.   We received a request for service on a ** refrigerator out of warranty stating the unit had an unattached button on 05/16/16.   The service call was scheduled for 05/18/16 and consumer was informed we charge $64.95 for the trip and diagnosis.   On 05/18/16 the technician diagnosed a defective dispenser assembly.   Ms. [redacted] informed the technician she was expecting him to bring the part and she would not pay because he did not have the part with him.  She requested the technician have the office send a bill.   Billing letter in the amount of $64.95 was sent to [redacted].   Ms. [redacted] called in on 06/09/16 requesting to continue service and waive the $64.95.  Ms. [redacted] was called back, a message was left stating we would not proceed with any additional service until any open balances had been cleared. If she continued with the repair, the $64.95 when paid would be applied toward the final billing.   Ms. [redacted] called in on 06/16/16 and paid $64.95 with her credit card.  The part was ordered and service is scheduled for 07/08/16.   At this time, this is an active open service call,  once parts are received the service will be scheduled and completed.   The $64.95 will be applied toward the final balance.   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

Complaint: [redacted]You have received no letter in regards with intent to litigate and you will not so this claim that we are currently under legal action is false (but this is not surprising given how many other falsehoods you have expressed; my personal favorite is that my one-year-old son is now a PLUMBER!! He is VERY TALENTED). While we had a letter drafted, life is too short to fight with you in court.We have contacted our insurance (as of 9/22, not immediately following the flood as you implied in your previous message). Frankly, I don't have time or energy to deal with this further and I have no interest in interacting with your company further. You make the world a worse place. And that is sad.I will continue posting videos/images to social media and dissuading the community from interacting with your business. I have also submitted all video and photographic images, correspondence, and interaction with investigative journalists in the state and all news entities.I have a large community of friends and family here; I am a native. You lost the business of each and every one of them.Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The electrician that repaired the loose wire connection listed in his invoice of $125.00 "Further found broken staples & clamp on the power line to the oven unit pulled out to far by repair tec. without disconnecting the oven wire harness from existing junction box behind the unit". The bottom line, the last tec. (a bigger person) that worked on the oven unit on August 15th, pulled the oven out too far PERIOD. The previous tech. did not cause the problem, since we had power to the oven (almost 2 year).  No matter how you cut it, Brand Appliance Repair caused the problem and they are too cheap, and don't care about the customer, to pay the $125.00 cost to repair the oven unit. I also suspect that the tec. took the photos after he did the damage to the wiring and then blamed it on the original installation.
Sincerely,
[redacted]

Dear Mr. [redacted], In response to your complaint we have contacted the manager of our delivery department to move things around to get your delivery out as soon as possible. The delivery is now complete and we have addressed/resolved all concerns listed in your complaint. Thank you. [redacted]...

[redacted]Appliance Factory Customer Service

Appliance Factory apologizes for not meeting Mrs [redacted] expectations. We have worked hard to resolve her issue. We often have issues with customers old plumbing and in this instance the irregular length of water line we needed to send a more specialized team. We are happy to hear the customer has...

resolved their issue. A refund for the amount of $250 has processed on their account which is more then what was paid for parts and services. Again, we sincerely apologize for not meeting expectations. At this point, Appliance Factory considers this issue resolved.

We are truly sorry that our associate made a mistake in the ordering process of this fridge. Because of the mistake we have refund $400 back to [redacted] which is what he was asking for to keep his current fridge. We also offered to return the wrong fridge and deliver the one he wanted while paying the market price for it. We have worked very hard as you can see to rectify this with this customer.

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted].  We have been in regular contact with the business and continue to work toward a resolution.  but we still have not reached an acceptable resolution with regards to the washing machine
Sincerely,
[redacted]

I apologize you feel that way. However, it is not an opinion, my technicians have pictures showing that it was never mounted properly. Thank you.

Final Consumer Response /* (2000, 6, 2015/06/30) */
After unsuccessfully being able to speak to a manager I sent an email to the companies' legal counsel, and received a return call from the district manager. He informed me that they would accept the return, and subtracted a 25% restocking fee. ...

~$250

Appliance Factory will provide full refund the DOA refrigerator and delivery charges.

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.  [redacted] worked with me to make an exchange happen for another brand as I didn't feel comfortable with the same one.  I appreciate his efforts in getting this resolved in a timely manner and getting the exchange done quickly also, which will be this Wednesday 6/7/17.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: 1) The salesman never indicated that [redacted] only made one over-the-range microwave.  I had to discover that when I contacted [redacted] AFTER the installation. 2) I asked the salesman at least twice if the two microwaves were the same size.  He indicated that they were the same size.  If he had bothered to check with [redacted] to find out that the new one was larger, and he had indicated such to me, I would have had the old one fixed for a lot less cost. 3) I live at least 55 miles from Denver.  A trip charge to where I live is much more than is mentioned in the Appliance Factory's response.  In fact, the installation instructions for both microwaves state that two people are required for the installation because the new microwave is so large.  That would be double the charge quoted.  4) My builder installed the first over-the-range microwave I had.  In fact, he has installed literally hundreds of them. There is NO WAY I would trust someone I don't know to cut the granite and shave the cabinets and trim other than someone who, I know, is qualified.  And, that is whom I hired to do the work!  I live in a very expensive home, and sloppy work is unacceptable.
Sincerely,
[redacted]