Appliance Factory & Mattress Kingdom

I am sorry that the customer's Samsung refrigerator had so many service issue and was not cooling for her. With the unit being over 1 year old, the unit falls under the extended warranty with Product Protection Plus.  The warranty company authorized us, Appliance Factory, to only replace the...

unit with the GE model GFE28HGHBB. Once she refused this unit on delivery I personally talked to the warranty company about authorizing the same unit she origianlly purchased.  Our purchasing department found one we had in stock that was an A- quality.  The Return Authorization department called her on 2-9-16 to inform her that we now have  the exact same model to replace her old unit with. And for her to call back to set up for delivery. She was called again today, 2-23-16 and is now set up for delivery this coming Monday 2-29-16.

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]

April 27, 2016 Denver/Boulder Revdex.com 1020 Cherokee Street Denver, CO 80204 Attn: Stephanie Sudduth RE: [redacted]  Case# [redacted] Ms. Stephanie Sudduth, Thank you for forwarding the rebuttal  letter to us from Ms. [redacted].  She stated she agreed to a repair on her dishwasher by 04/19/16 for the stated price.   The technicians are only able to provide an ETA of parts.  Brand Source Service nor it’s technicians can control the vendor where parts are ordered, the shipping companies used, the manufacturing of the part or the availability of the part.   When we order a part we request an ETA, the ETA may change during the course of the order based on the availability, the location of the part, the shipping of the part and the manufacturing of the part. The repair can only be completed with the correct parts.   Once the parts are received we contact the consumer to schedule the repair. As noted on previous letter the part was received on 04/19/16 at 12:44pm.  We  called the consumer to see if she wanted to continue service and  she denied. We had the part available to complete the repair on 04/19/16.   Ms. [redacted] canceled the service, Ms. [redacted] was informed earlier on 04/19/16 that she would be charged the trip, diagnosis and a restocking fee. At this time we consider this a closed issue.  Ms. [redacted] was informed on 04/19/16 we had the part and could schedule, she denied.  Ms. [redacted] was charged for the trip and diagnosis, and a restocking fee for the part. Sincerely, Merlyn Ballou Brand Source Services

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]

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]

Mrs. [redacted] having her microwave installed today, 3.2.16. Her wall oven comes into the warehouse today and she is set for install on that this Monday, 3.7.16 We have agreed to wave the $75 trip charge for each visit and have also given her a new in box oven at the same price she paid for the out...

of box unit she originally bought. After talking to Mrs. Lewis today, she is happy and all her issues have been addressed and taken care of for her.

April 22, 2016 Denver/Boulder Revdex.com 1020 Cherokee Street Denver, CO 80204 Attn: Stephanie Sudduth RE: [redacted]  Case# [redacted] Ms. Stephanie Sudduth, Thank you for forwarding the letter to us from Ms. [redacted].  The letter stated she did not...

complete the repair and was charged a restocking fee.   I have investigated the issues and reviewed the service.   We received a request for service on a Maytag dishwasher stating the unit was unresponsive on 04/13/16.   The service call was scheduled for 04/15/16 and consumer was informed we charge $64.95 for the trip and diagnosis. On 04/15/16 the technician diagnosed a defective panel.  The consumer was provided a repair cost of $353.83.  Consumer accepted the quote for parts and labor and provided a required down payment.  She paid $150.00 on her credit card.   Ms. [redacted] called in on 04/19/16 at 7:42am  to check the ETA of the part, we informed her that our parts vendor provided an ETA of 04/25/16.  Consumer stated would call us back. Ms. [redacted] called in on 04/19/16 at 8:49am and requested the service be canceled.  Ms. [redacted] was informed the charge would be the trip and diagnosis, $64.95, plus a 25% restocking fee for the part, $41.67.   On 04/19/16 at 12:44pm we received the part and called the consumer to see if she wanted to continue service, she denied. Mr. [redacted] called in on 04/20/16, we reviewed our service policies and the fees associated with service request.  He requested a receipt.  Receipt was mailed to him on 04/22/16. Ms. [redacted] was informed of our service policies at time of diagnosis, this was acknowledged and evidenced by the down payment of $150.00 for parts and service.   Ms. [redacted] was provided a $43.38 refund to her credit card. 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, Merlyn Ballou Brand Source Services

We are sorry that your microwave is not working. Within the first year of purchase the unit is under the Manufacture warranty. I have been in contact with LG about replacing your unit . It is currently in the review process and I was told they will get back with me about this issue within 3 days. As...

soon as we hear from back from LG, we will call you to start the Return Authorization.

Complaint: [redacted]
I am rejecting this response because: OverviewReading Appliance Factory’s response to the complaint illustrates how they use false hood to cover up their actions. Knowing what I know now, just reading the response would be enough for me to know that I never ever want to do business with this company again, and I encourage all others to not do business with them. I am going to address each point. But first, I just discovered something after speaking with [redacted].  Used refrigerator sold as new I just discovered that the [redacted] refrigerator sold to me as a new unitis a used appliance according to [redacted]. The warranty is not valid. A previous customer called [redacted] in August of 2015 regarding the same technical is[redacted]s we have experienced since the day it was delivered regarding not cooling. [redacted] said the unit is not under warranty and may have been serviced by a non-[redacted] technician. At no time were either me or my daughter advised that this was anything other than a new unit (scratch and dent). When I complained to [redacted] that we had lost $600 worth of food, she told me that [redacted] would cover part of that in their warranty. In fact they won’t because there is no valid warranty on this non-working appliance. I assert that the term for this is fraudulent sale of a used appliance represented as new. The unit was returned to the store by the previous customer with known is[redacted]s.  And yet it was back on the floor when it was sold to me several months later. It was around this known defective unit that I built my kitchen. This is very significant to me because my desire is to have a kitchen in which all appliances match. Appliance Factory Response 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. One of a kind unit is not true and will be discussed later. Unit Review, Availability, Authorization to Deliver Appliance Factory:  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. Summary:Three units were offered for replacement (it was not one of a kind)I approved all units offered for inspection. I did not reject any units.I never demanded a new fridge for $600 because at the time the business was offering to replace the unit and supplied three options which were all approved.Below is a quick summary of the multiple visits I made to review and authorize the units.  1.Payment to purchase4/25Appliances delivered (refrigerator, microwave, range). Dishwasher on back order to be delivered later (and now needs to be refunded) – no delivery ever taken on this unit.2. Store provided two serial numbers to inspect and approve Inspected and approved the new unit (since we were buying a new unit). We gave approval to Saleswoman Elka who relayed approval via telephone with Scott and/or Tim. Elka tagged the unit with our name for delivery.3. Management switched the pre-approved unit from #2 above to a different unit without informing us of the switch.. I went back out to store and discovered the switch. I told the manager I believed this constituted bait and switch since we weren’t communicated with. I expressed displeasure with them not communicating with me.4. [redacted] inspects and gives approval to unit switched out by management. [redacted], the manager, told me to come down and sign a receipt approving delivery. [redacted] signed approval receipt for delivery.Attached to this complaint)5. [redacted] noticed number of unit to be delivered on authorization receipt was different than the serial number. [redacted] called the store to get clarification. [redacted] (store manager) got angry and said she didn’t want to do business with us, and she was going to cancel delivery. (receipt had model number but not serial number for specific unit). Cancelled for asking questions? And it seemed like every time I tried to ensure serial number for specific unit I was rebuffed.6. Never once did we go in demanding a new unit because we thought we were getting one. This was the last interaction [redacted] had with [redacted] the manager. I never did have an argument with her. Although I did tell her strongly that I did not appreciate the switched out unit without communicating with me.  We have been without a refrigerator for a month now.  Visits to the Store Factory Outlet:  Their visits became confrontational, abusive and threatening. At one point, after refusing to leave our store, manager was instructed to call police. This is simply not true  My daughter has a great way with people and manages to get allies wherever she is. I put this comment in the same untrue basket the store is using above. So totally untrue. Plus, I never had any altercation with the manager. I never demanded the replacement as asserted above, but I did however just expect it. My daughter expressed growing frustration trying to work with [redacted] (the manager). She has affixed her version of events. Decline of Business Factory Outlet:  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. Factory Outlet did not ask to refund my entire sale. If they had, this dispute would be over. But they only offered to refund for the refrigerator, not the full kitchen appliance suite. Refund the entire sale and I will be quiet. The sale had already been processed through the buyer’s credit card company. Appliances had been delivered. Factory Outlet requested my credit card so they could process a refund on the refrigerator itself, not to refund the entire sale which I am asking for. I continue to ask for refund of the entire sale. This will settle the dispute. Having a kitchen with the same brand appliances is extremely important to me. This is an important part of the settlement. How can you hold someone to a fraudulent sale? Factory outlet owes me a credit not only for the refrigerator but for the dishwasher that was not delivered. In addition, I believe they owe me a credit for the entire kitchen suite including the microwave and the range as the purchase of those appliances was based on a fraudulent sale by that company representing the refrigerator as new when it was used. I do not plan to buy [redacted] now at all but I still want a brand cohesive kitchen in face of known is[redacted]s. In short I believe I am entitled to a credit for the entire sale. I was cooperative through the process but Factory Outlet would like to paint me and my daughter as a difficult customers. This is absolutely not true. I am rejecting this as I have all along. They only want to refund refrigerator not the appliances bought along with the fraudulent sale. I have rejected this offer from the beginning. I should not be held accountable for upholding the other terms of a fraudulent sale. They should be refunding the entire amount.Sincerely, [redacted] 
Sincerely,
[redacted]

[redacted],   I would like to thank you for shopping with Appliance Factory and I apologize that your experience with us did not meet your expectations.  I have talked to our delivery dept and they let me know that the cord for your refrigerator is on order.  As soon as we get the...

cord in, they will be out to install it, as well as level the refrigerator.  Again I am sorry for any inconvenience this may have cost you and we look forward to taking care of this issue.[redacted]Store Manager

[redacted],I apologize for your difficulties with your washer, and Appliance Factory will do everything within our power to take care of your situation. Please contact us at the store so we may discuss a resolution that is to your satisfaction.Thank you,[redacted]

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]

Dear Mr. [redacted],  I would like to apologize for not meeting your expectations during your purchasing process at our Warehouse sale. Appliance Factory prides ourselves on customer service and know we did not live up to that expectation. After speaking with you on the phone, we have come to...

a resolution to delivery and install your products on 10/15/16 for no additional charge. You have my name and number so you can follow up after install to ensure me everything was done to your satisfaction. If you need anything else please feel free to give me a call. Again, I sincerely apologize for not meeting all of your expectations and will follow through to make sure all goes well. [redacted]Regional ManagerAppliance Factory

Customer has agreed to keep the range, understands our policies, and has paid for a trim kit to go on the sides of the range as an accessory as of our last discussion.

I spoke with guest [redacted] today and we have agreed that we will order the new handle and have brand source go out and install at no charge.  Anthony store 10

Initial Business Response /* (1000, 6, 2015/09/18) */
Appliance Factory would like to apologize that the [redacted] Oven did not meet your expectations. Unfortunately, this unit was selected by you and installed on 4/30/15 and is a used product. We understand you are unhappy with the...

features for the wall oven you selected. We provided you both model numbers and specifications for all [redacted] micro/wall oven combo units for your consideration. You chose the non convection version. Unlike the special order 36" gas cooktop selection you changed your mind on that we exchanged without the applicable 25% restock fee and was still in the box, this unit has been in use by you for 4 1/2 months. [redacted] will not take back a used product for customer satisfaction or buyers remorse. Unit selected is functioning properly. Appliance Factory cannot take back a used product without approval from the manufacturer. Again, we apologize for not meeting your expectations. Appliance Factory considers this issue resolved and are at an impasse with Mr. [redacted].

My name is [redacted], District manager for A Affordable used appliances. The complaint was registered against Appliance factory Outlet/Mattress Kingdom. They do not sell the used appliances. My dept, A affordable used appliances sold this fridge to this customer. We sell...

reconditioned used appliances. The warranty is as follows. 30 day replacement warranty. Which means if the appliance has any issues within the 30 days from the purchase date, we swap it for another. We also offer an 11 month replacement warranty for $50. All of this Info is given to the customer before the purchase is made. We have our damage claim representative looking into this matter. We are in contact with the customer now and will resolve any issues moving forward. Our customers are our primary concern.

We apologize for the delayed response and the inconvenience. We have completed the stacking of the washer and dryer. Thank you!

Dear Veronica, The store manager at the location you purchased from has contacted you to let you know we have set up for a new dryer to be delivered/exchanged this Friday. Please contact the store if you need anything else. Thank you.

Initial Business Response /* (1000, 6, 2015/05/06) */
Mr. [redacted]'s daughter called on his behalf regarding a very size restricted refrigerator to replace his recently broken unit. The order was created for a hotpoint refrigerator and an additional ice maker kit to be installed. Mr. [redacted] was to...

call in after the call with his daughter to give his credit card for the unit. When he called, Mr. [redacted] spoke with another salesperson and made no mention of his daughter or the unit or the order and ordered another entirely different Frigidaire unit. At the time of delivery, Mr. [redacted] called the store to say that the drivers were trying to deliver the wrong unit. I explained that the unit was the one his daughter ordered and he said he didn't want that one, he wanted the one he called about. I immediately advised Mr. [redacted] to refuse the unit and that I would do everything I can to get the other unit to him. Mr. [redacted] explained that he had nothing right now and he needed refrigeration and was not willing to wait so he wanted this one to use until the other one arrived. I explained that we could not loan him a new unit to use since we would not be able to return it and sell it again as a new since it will have been used. I explained that he had two options: 1. refuse the unit immediately and we would deliver a different one to him 2. Sign for and accept the unit and then he would accept ownership of it. I did not hear back after that call and according to the delivery receipt Mr. [redacted] signed for and accepted the hotpoint unit that day.
Initial Consumer Rebuttal /* (3000, 8, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. Mr. [redacted] is 94 years old, but still independent. Wanting to help, his daughter called on his behalf TO GATHER INFORMATION ONLY, which she told [redacted] at AF she was doing and would relay the info back to her father and HE would make up his mind and place his own order. 2. On APRIL 13, Mr. [redacted] talked to [redacted], salesman at AF, and ordered and paid for with his credit card (charge slip attached) the refrigerator he wanted, to include NEXT DAY delivery and ice maker. He was issued an invoice, dated APRIL 14 (the day AFTER the charge went through), for the unit he ordered; copy previously submitted. 3. He called immediately when the wrong unit was delivered, A DAY LATE. Since he had a significant amount of food out of his old refrigerator since the ORIGINAL SCHEDULED DELIVERY DATE, April 14, he could not refuse the wrong unit as he needed refrigeration for this food, but told them the wrong unit was delivered and he didn't want it, and refused to have the ice maker installed since it would be returned. The delivery people, who heard the call, indicated they would do what they could to make the situation right the next day (never happened). 4. After emails and bad online reviews, [redacted] from AF, called on April 29, and said "they have agreed to issue you a credit" and he would arrange for the wrong item to be picked up. They came to pick up the wrong item which had been moved April 17th to Mr. [redacted]'s garage after he purchased the refrigerator he wanted from another vendor, but at that point, he was leery of their honesty, and wanted his credit or refund before letting them have the refrigerator. They left and the refrigerator remains in his garage. The rest of the issue was explained in the original complaint.
Final Business Response /* (4000, 11, 2015/05/14) */
Mr. [redacted] called at the time of delivery of the unit selected by his daughter and was given two clear and concise options. If he wanted a different unit, he must refuse the unit being delivered and an alternate would be sent. If he accepted, signed for and used the refrigerator delivered, it would not be able to be returned as the unit would no longer be new and could not be resold as such. Mr. [redacted] made the decision to sign for, keep and use the unit. At this point it is not a returnable item since it has been used.