Barlow Company, Inc.

Filthy, aggressive, exconvicts that look to take advantage of ppl in anyway possible.

While I waited for them being over an hour late, I was house sitting and not going to be liable for whatever other ruckus they invoke. They pulled up over an hr late, nonchalantly remarking the reason was a dog, one that kept changing breeds throughout their story had bitten one of them. No one could show me any bight wounds.. so I called the business, spoke to a manager who said she didnt care, hahahaha, great service sleezy scammers.. where are the negative numbers, these guys don't deserve a zero

Dear Revdex.com,

This email is in response to the complaint filed on 12/07/2013.  Barlow is a delivery agent for [redacted] and The [redacted].  On 12/04/2013 Barlow was scheduled to deliver and install a refrigerator to [redacted]. She was not able to be home at...

the time and had a friend, [redacted] accept the delivery on her behalf.  The installer Ricardo asked [redacted] to please walk the path of the delivery and asked [redacted] to please remove some items from the path as not to damage anything.  Some items were removed, not all.  An object that was not removed and not in the installers line of view while carrying in the appliance was bumped and damaged. Ms [redacted] called Barlow to ask how to report a damage and was told to note it on the paperwork for the delivery and take a photo, which was done. Barlow was in the process of discussing the damage with the delivery staff and notifying The [redacted] store when Ms [redacted] called back the next day angrily screaming and yelling at personel that was trying to help her.  [redacted] - the customer service representative asked Ms [redacted] specifically what she would like to have happen and her angry response was " it's your business, you have 48 hours to figure it out" [redacted] could not get any indication from the customer of how she wanted the damage to be handled. [redacted] then proceeded to advise [redacted] at The [redacted] store of the situation and sen a photo of the damaged article. On 12/06 the customer called [redacted] at The [redacted] back and left a message stating that she was not longer willing to speak with anyone about the incident and was filing a Revdex.com complaint.  The customer also stated the appliance was not installed.  The installer measured the appliance and found it to be about 3/8 of an inch too big for the space it was to go into.  Both the installer and [redacted] agreed that if they attempted to push it into a hole too small it would damage the appliance.  [redacted] indicated he would contact the property owner to make the necessary adjustments to the counter so the appliance would then fit properly.  The water line was attached and the appliance  leveled  and left in front of the opening.  This information was relayed to the dispatch and noted.  Every effort was made to delivery and install Ms [redacted]' product in a respectful and professional manner.

We are attempting to contact [redacted]o work out a settlement.  I will follow up with the resolution we agree on.

Barlow Company is a well established delivery company that does a very high volume of deliveries.  We make every effort to give each customer the very best delivery experience possible.  However, on occasion a delivery does not go the way any of us would like it.  This is the case for...

Mr. & Mrs. [redacted].  The time frame was too tight, the customer felt pressured to accept the delivery hurriedly due to another scheduled commitment.   Our Customer Relations manager has contacted the customer directly and offered an apology and gift certificate.  The employee has been followed up with as well and will receive additional soft skill training.

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Customer ordered dryer from [redacted]. First delivery was attempted on 03/23/16.  Product was refused as defective would not power on.  New product was reordered.  Product was refused again would not power up.  Customer was asked to have electrician check out power source....

 Customer's powers source was bad.  Repair has been made.  Next delivery now scheduled for 04/13/16.  Barlow is bringing extra dryer vent to assure installation is completed.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.  

Additionally, I would like to note that I would prefer the repair option that includes painting my item as I believe that will most closely restore it to its original state.  I will need instruction from Barlow as to how to get the item to the repair vendor, etc.   I would prefer for said instructions to be provided to me via email at [redacted].com as I am not willing to engage in any further voice conversations with anyone from Barlow.   Once the repair occurs as it states above, I will consider this a satisfactory resolution to this complaint.

Regards,

The second 2 men that brought the second dryer obviously didn't know their work.  The first 2 men that came took the dryer back as  defective, but I had them plug in my old dryer, which worked immediately.Then the second two men came, put the dryer in and took my old one out.  Then they fooled around and said I needed to call an electrician and left.  I had an electrician come and he found that they had moved the two wires and placed them in the opposite positions.  All he had to do is replace them as they were before.  Besides that they left the original old tubing and the unit could not be pushed back.  When your third man came he knew what we was doing and quickly did a good job of taking out the old tubing and attaching the new vent tubing.  He also found part of a new tube that  the 2nd group had left behind the dryer that had been cut and bent.  After the electrician came I could use the dryer for some of my washing, but could not dry anything that would put out lint, as the tube was not attached.  The whole process was a great disappointment to me when at first I thought my laundry problems were over.  Thank you for your help in taking care of the problem.  [redacted]' [redacted]

After reviewing the details of this situation the following has been agreed upon: Barlow had no way of knowing the gas pipe was behind the wall.  The cooktop in the kitchen was electric and there was no mention or indication of possible gas.  Barlow has inspected the situation....

 A plumber has been contacted as well as the R.O.C. The plumber ([redacted] at [redacted]) is scheduling and inspection to obtain a permit with the City of Chandler. The City of Chandler must inspect to complete the permit.  Barlow and Mr. [redacted] have agreed to split the cost.

Good Morning.  We are in the process of researching the details of this delivery and will respond again once all the information been collected.

Dear Revdex.com and Ms [redacted],

I apologize that you are of the opinion that we are offering no resolution.  We were under the impression left by [redacted] at  The [redacted] that you were no longer willing to try to resolve the issue.  I have contacted a China and Crystal repair shop and sent the photo of the piece that you sent to us.  I have included in the attachment the 2 estimates for the repair.  Barlow will gladly accept either bid that you choose or if you have another repair shop you would prefer we will gladly look at that estimate.  I was also given the name of [redacted] as another possibility for repair.  Also, I would like to offer  a gift card of $50.00 for your time involved in the issue.  Again, Barlow apologizes for the damage of your article and would like to help to get it repaired.

Thank You,

Customer was contacted today 04/22/16.  Customer is telling us third time was a charm.  All is fixed and she either has or will respond to Revdex.com to confirm  services were preformed to her satisfaction.  We will send a gift card to compensate for her inconvenience.

This response is unacceptable as it is not a factual account of events

nor does it offer any resolution.   At no point was [redacted] instructed to do a

pre-install walk through to remove items from the walls.    Also,

I did not call Barlow on the day of installation.  Rather a very rude manger named [redacted]

reach out to me based on my request for a manager to call me after my conversation

with the installer.   What occurred next

was notated in my original compliant.   Phone records supporting this event can be

provided upon request.   [redacted] accused me

of screaming at her shortly after stating it was my fault so I terminated our conversation

since she refused to answer my question on how to file a claim.    The

following day I simply asked to have a manager take a look at the events and

get back to me.   I did ask for a call back with 48 hours from

management which did not occur.   This company still does not accept

responsibility for the damage incurred.  There is no apology, no empathy

just continual blame on me as the customer.  

This is horrible service.

The information presented in the response comes directly from the notes in the ** delivers system.  All conversations with Barlow, The [redacted] and ** are documented and were referenced from that information only.  There are decencies in the details of the conversation between the customer and the delivery team.Barlow felt it was in the best interest of the customer to let The [redacted] continue the delivery as she was and is still so unhappy. The customer now has the washer and the other appliances are to follow.  What is it that the customer would like from Barlow at this time?

Review: My wife and I bought a refrigerator from our local [redacted] store and paid to have it delivered. A few days past when I was contacted by a "[redacted]" with Barlow Company, Inc. She told me the delivery of our refrigerator would be on Wednesday July 1, 2015, between the hours of 9:00 am and 12:00 Noon. I was also told by [redacted], the driver would give me a curtsey call when he was 1/2 hour from delivering the refrigerator to our home. July 1st came and around 10:45 am I called Barlow Company, Inc. too confirm delivery would be on time, as my wife had an appointment at 1:00pm that she simple cannot miss. I was told the driver would be on time and the driver would be giving me a courtesy call 1/2 before delivery. At around 12:25 pm my wife called me to advise the driver had not arrived yet and she was beginning to panic as she now was going to be late for her appointment and she wanted time to inspected the refrigerator for damage and did not want to be rushed. My wife has had bad experiences with the rush delivery of appliances and missing obvious damages. I called Barlow Company, Inc. and asked them to explain to me why the driver was late. The male representative to me "Well its shows the driver is on site" with a snug voice as if I was mistaken!!. I explained to him, my wife had just called and told me she was looking outside and there was no driver. The male representative told me to "Please Hold". When he got back on the line he told me the driver was running late and would be there in 20-30 min. This now put the driver at my house at 1:00pm, 1-hour past the three hour window with no call advising he would be late, which would have helped us make arraignments to accommodate the driver and my wife's appointment. Obviously, I was upset with this complete disregard of others. The male representative handed me off to "[redacted]" who told me she was sorry the driver was late and that the driver did not call to advise he would be late. At that moment the driver was calling me, I told "[redacted]" the driver was calling and that I would call her back. The driver, [redacted] told me he would be at our home in about 20-min. When I began to vent to [redacted] about his tardiness he stated "Its hot and if I hears anymore from you, I wont delivery the fridge" I said "Ok, looks like you have me in a tough spot, please deliver the refrigerator". He said "OK". I contacted "[redacted]" and explained the phone call I had with driver [redacted]. I told her its completely disturbing that a company who has already failed in what they do can now threaten a customer to hold their paid for product as hostage. [redacted], told me she was very sorry for the drivers behavior and was going to call him right then. I stopped her and asked her not to do that until he had delivered and was completely clear of my home, where my wife and two kids were home and alone. I did not trust this driver and feared he may harm my family if aggravated by his company. [redacted] told me she understood and would honor my request. At around 1:20 pm the driver called and told me the refrigerator was delivered. It my position that when you pay for a service you had better get the service. In this case the service paid for was the appliance be delivered under the company's terms which was a three hour window. It did not happen and I'm sure I did not pay for a drivers disrespect and unprofessionalism. It should be known we have no issues with [redacted]. She was very respectful and understanding and was willing to try and resolve the issue. Her hands were tied. Please refund the delivery cost.Desired Settlement: Refund whatever the delivery cost were.

Business

Response:

Barlow Company is a well established delivery company that does a very high volume of deliveries. We make every effort to give each customer the very best delivery experience possible. However, on occasion a delivery does not go the way any of us would like it. This is the case for Mr. & Mrs. [redacted]. The time frame was too tight, the customer felt pressured to accept the delivery hurriedly due to another scheduled commitment. Our Customer Relations manager has contacted the customer directly and offered an apology and gift certificate. The employee has been followed up with as well and will receive additional soft skill training.

Review: I purchased 4 major appliances from [redacted] of which Barlow was contracted to deliver and set up all these items in my home. I specifically requested a late delivery time range and, since I was purchasing these items 5 days in advance, a specific delivery date. I cannot emphasize the late delivery time and date enough due to scheduling issues to ensure someone would be at the home when the items arrive. The representative from [redacted] said Barlow will call to finalize the delivery time the day before the actual delivery date and that he notated my late delivery request in the notes section of my order. I received a call from Barlow the day before delivery and was informed that the delivery date was what I asked for, but the delivery time would be in the EARLY MORNING. This delivery time was what I was trying desperately to avoid. When I asked the Barlow customer service representative if I can have the delivery time changed to a later time, she said that no, the schedule for that day was already made out and that my order was the first delivery for that day.Desired Settlement: Have my delivery time changed to one later on in the day, preferably the last delivery or a delivery after 12 noon.

Business

Response:

[redacted], the Customer Service Manager called and spoke with [redacted] and explained the routing procedure as well as the limitations in requesting a timed delivery. Our contracts with ** and The [redacted] are clear in that we may not be able to ever guarantee a specific time. A [redacted] associate may list a preferred time at the time of the sale to the customer but the associate is also responsible for making sure the customer understands that these requests are given but may not be honored due to volume of deliveries in specific areas. [redacted] seemed satisfied with our explanations and mentioned he intends to withdraw his complaint. Barlow will be sending him a gift certificate for a dinner for his inconvenience.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

My delivery team arrived early. They worked quickly and were respectful of my property while moving my new washer and dryer into my small laundry area. They showed me how to use the appliances and the installer took extra time to make sure the dryer vent was perfectly configured to the small space behind the dryer. They cleaned and polished everything upon completion, asked if I had any questions, and even moved the old appliances outside for me. They did a great job and I would have them back any time.

Review: Barlow's was installing microwave oven on April 1st and pierced gas line. They turned off gas and left. Nothing has been accomplished since then. We don't have a microwave and don't have any hot water. Lots of talk involving [redacted], BARLOW'S and THE ELECTRIC INSURANCE CO. but no action. This is risky for my ill elderly wife.Desired Settlement: Fixed gas line and restored hot water. Install microwave. Restore wall to previous condition and appearance.

Business

Response:

After reviewing the details of this situation the following has been agreed upon: Barlow had no way of knowing the gas pipe was behind the wall. The cooktop in the kitchen was electric and there was no mention or indication of possible gas. Barlow has inspected the situation. A plumber has been contacted as well as the R.O.C. The plumber ([redacted] at [redacted]) is scheduling and inspection to obtain a permit with the City of Chandler. The City of Chandler must inspect to complete the permit. Barlow and Mr. [redacted] have agreed to split the cost.

It is beyond me how this company can possibly have the rating it does. I bought a fixer upper mobile home (and have recently spent a small fortune on it, replacing outside walls, skirting, porch, rebuilt front window, etc.). I just purchased a gas range from [redacted] and paid to have it delivered and installed, also purchasing the installation kit. Arrangements were made to deliver it on Tues., a week from purchase. Long story short, they wrote the wrong address on the delivery sheet and tried to deliver it to the wrong address. When I called to talk to them and find out why it hadn't been delivered, finding out what had happened, they tried to make it my fault the address was wrong. I pulled up the order, while on the phone with them, to check it, and found that the correct address was on the purchase order from [redacted] The woman then tried to tell me she couldn't change it! She then transferred me to some other woman who did change it. When I asked if they could deliver it the next day, she said no. I ended up having to schedule for another week later. At no time, with either one of these deliveries was I given a time, even though I asked for an approximate time of delivery. As mentioned, I am pretty much rebuilding this mobile home, which has water damage to the floor from the window I just had rebuilt. It is badly warped and is a bit mildewed.. (gutting the house is next on the list and replacing two of the floors.). The delivery man showed up and was asked to go through the back door, as #1) we don't trust the front floor with the weight of the gas range, #2) since I am replacing the floor in the back of the house first, we have a lot of furniture, books, etc. piled up in the front room, and there would be no obstruction of path through the back, #3) the front porch I just had built would make it very difficult to come through the front door. He refused to go through the back door. He asked where the stove was, walked through, spent all of twenty seconds in the kitchen, and said he would not install the new one. When asked why, he said, without measuring anything, mind you, that the door was too small and that the stove was 30 inches. When it was pointed out the house had not been built around the original stove, he said he would not deliver it until the front room had been cleaned. He, apparently, didn't want to walk through all the stuff from the back room we had in there, which was one of the reasons we wanted him to use the back. He then said when we were ready, to call and reschedule. Fortunately, the range was not left at the house, (probably because there is no garage to put it in, and if he had brought it in, there would be no excuse not to install it), and I was able to cancel my order with Home Depot, who were very nice, unlike the people from Barlow who were rather uninterested in their customer service. My card will be credited back, in full, and I will be ordering my gas range elsewhere. I learned not to order anything from Home Depot that needs to be delivered, other than by mail, or installed. This is the sorriest excuse for a delivery company I have ever seen in my life. Until Home Depot realizes what these people are costing them in reputation and loss of sales, and changes them, I will not be making any more large purchases with them. CONSUMERS BEWARE!

It is beyond my comprehension that Home Depot uses this company to deliver their appliances. They have put their own reputation on the line. As long as Home Depot uses them I will not purchase another appliance from them. Be sure to see Barlow's reviews on Yelp Facebook and Google. If I listed all the problems I've had with them you'd be reading a book. I'll just name a few.... Left a large amount of standing water under sink and went ouside. I cleaned it up and when he came back in told me the water wasn't a big deal. Oh sure if you don't mind the bubbled water damaged look. I have video of them dropping my fridge with the dolly instead of setting it down with the dolly. They didn't change the direction of the door swing the first time they came out and when they came out the second time they scratched the door. The list seriously goes on and on. I'm currently trying to decide if I want them to come out fir the 3rd with my replacement fridge or if I want them to pick it up for return. Don't want them anywhere near my house again but I don't have a choice. So frustrating!!!