Barlow Company, Inc.

On January 24, [redacted] and [redacted] delivered our dryer from the [redacted]. They had to remove our old dryer and take our new drier upstairs. They were very pleasant and efficient. They gave us a card and we expected a survey, but we did not get a phone survey. So, we wanted to let you know that we had a very positive experience. Pam

I had a waher and dryer delivered to my home on June 20, 2014 by Rodney and Tracy

and want to acknowledge the courtesy, professionalism and manners of which I received the utmost respect from these to Gentlemen. They went over the prodcuct with me and where vary carful on the installation. I would recomment these to for the job they did. They were on Truck 104 and delivered the products around 3:00pm.

Review: This company should be out of business for their poor customer service. I ordered all new kitchen appliances from Home Depot and had a delivery window of noon to 4 on a Saturday. At 3:30p I had not heard from the delivery driver so I called their dispatch office. I was told they are running several hours late and the woman on the phone had no idea what time they would be there. All I was offered was an opportunity to reschedule if an early evening delivery was unacceptable. I called GE customer service and they were able to intervene to get the delivery made around 5:30pm but by the time they were done with delivery and install it was almost 7:30pm. Two weeks later my refrigerator was to be delivered with a delivery window of 7am to 10am. Same instructions as two weeks earlier to call me 15 minutes out so I can open the gate and loading dock for them before they arrive. I received 4 automated calls between 6:30-6:44am all telling me the delivery is 30 minutes away. I wait for the driver and don't get a call. While I'm in the elevator to go downstairs and wait their office calls and says the driver is there and will wait until 7:17 before leaving. I call right back and let the office know the driver isn't there like she just said in her message and she tries to call him (allegedly). Surprisingly the driver doesn't answer his phone which means I go without a refrigerator until Wednesday. Again I call GE to see if they can help and Barlow's won't do anything. I call Home Depot and the manager calls Barlows, but Barlows does nothing. I have a 6-month old baby so for obvious reasons we need a refrigerator. Barlows knows this and even though I offered to stay home all day for them to come back, they said they can't because I'm too far away. We live in downtown Phoenix with access to every freeway 5 minutes away. I don't get it.Desired Settlement: I want to be reimbursed the $79.99 I had to pay to rent a refrigerator until they could make the delivery.

Business

Response:

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

Why was I not surprised to find nothing but other 1 star ratings here? Yesterday a Barlows driver delivering a refrigerator from Home Depot arrived at my tenant's place, took a quick measurement of the space for it and told her it would not fit. We had carefully measured the old refrigerator. It was 28 inches wide. We ordered a new unit that was 28 inches wide. The driver told her the unit he had was 3 inches too wide to fit. He left and drove away, not even unboxing the new unit. I contacted Home Depot's delivery arm, which is GE Delivery, within an hour and they worked through [redacted] in the Barlow's office to speak with the driver who now said that the new unit was 29.5 inches wide. That was actually the depth and the driver was apparently reading that off the box and mistaking it for the width. No amount of conversation could convince the driver that he had made an error and to return and deliver the refrigerator.

Subsequent contact with Home Depot produced from GE Delivery a statement that they realized an error had been made and that they would redeliver. The Home Depot rep gave me Barlow's number to contact with any questions about the delivery. When I called them this morning, they managed to drop my call 3 times. I spoke with [redacted], then a manager named [redacted].

[redacted] at first told me that the delivery notes stated the driver said the new refrigerator was 33 inches wide (!) and so would not fit. Then [redacted] changed this story to 29.5 inches wide. Then they told me that my tenant had refused the delivery. This is totally false! The driver refused to complete the delivery because of his bogus measurements. Notice their constantly changing account of the measurements.

I then spoke with manager [redacted], who simply maintained that they had made no mistakes, that our tenant had refused the delivery, and that the refrigerator was being returned to the manufacturer. No one admitted any knowledge of GE Delivery's promise of a redelivery.

Home Depot and GE Delivery definitely need to dump these losers and find a new delivery service. They are incompetent liars. Stay away from Home Depot delivery in Arizona until Barlows is no longer involved.

This company has unacceptable and inconsistent business practices.

First interaction: They asked what day I wanted my delivery. I said Tuesday afternoon. Barlow rep agrees. Monday night, I had a message from Barlow saying they will deliver on Tuesday morning. I WAS WORKING! In fact, took the afternoon off work to accept a delivery that apparently took place 2 hours earlier. I called and left a message that no one would be home to accept delivery. They still attempted delivery and blamed ME for their error.

Second interaction: In a follow up phone call they said they would never schedule an afternoon delivery and that I must give them FULL day to schedule delivery. (Now I'm supposed to lose a full day's wages?!?) I ask if they deliver on Saturdays. Yes, but not to my area. I am unable to schedule at that time.

Third interaction: I try to set up delivery. I am told the next available delivery is SATURDAY. I am surprised but simply agree to a Saturday delivery.

Fourth interaction: Message on my machine. Barlow says there must be a typo because I'm scheduled for a Saturday delivery and they don't work on Saturday. I'm supposed to call them back and reschedule.

The inconsistencies regarding Barlow's scheduling and delivery practices have been astounding. Still have not received my delivery.

The Barlow's delivery to my home was just completed and I am thrilled with the customer service. [redacted] was one of the nicest people I've ever met. He took the time to assist me in emptying the broken appliance and explained every detail of the new one. He was very pleasant and acted with genuine concern when I informed him that I had MS. He is a gem of an employee. I'm very pleased with my new refrigerator. I rate this experience A++++++!!! Thank you!

Excellent delivery service and installation from [redacted] and [redacted], who delivered new appliances ordered through [redacted] to our home on February 25, 2015. They were careful, cleaned up everything, and also polite and friendly.
Highly recommend this company if all their employees are this good.

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

This complaint is a bit unusual, in the fact that the damage that occured should not have because there should have been a steel plate over any lines behind the wall, especially in or around the stove area. The purpose if the steel plate is to prevent any kind of mishap with unseen items behind the walls. This is a standard safety practice that should have been put in at the time the home was built. We install a high volume of microwaves and a template is provided with each product showing exactly where the screws are to be placed. In this case the protective plate that is placed there to prevent this type of situation from happening was not in place. The installer was following the instructions set forth in the template and no way of knowing there was any kind of line the wall. Had the protective steel plate been in place the installer would have stopped drilling and known there was something behind the wall. Barlow is in the process of doing additional research to find out what course of action may be taken in an instance such as this where a claim has arisen from a potential oversight by another trade.

Consumer

Response:

I do not understand why Barlows is not taking responsibility for a faulty install their installer made, and instead blaming it on [redacted] Homes, my home builder. It seems irresponsible, dangerous, and negligent on their part. To suggest that the builder does not follow standard safety practices is shameful and slanderous on Barlows' part and only shows they are trying to shift responsibility for their actions of a faulty installation on to a third party. A steel barrier behind all walls will offer all kinds of protection for accidents. However there is no code violation by [redacted] Homes.I have spoken to a representative from [redacted] Homes and also with HVAC licensed professional Chris S[redacted] from [redacted] and they both tell me there is no such code regarding AC coolant lines and metal plates. They further state that had the installer checked for where the studs were in the wall this would not have occurred. The installer missed the stud and hit the coolant line. It was clearly his mistake. In addition to his mistake, he neglected to notify me that he drilled into the copper coolant pipe and not a stud. I would assume a true professional would have stopped the installation and rectified the situation immediately before further damage, instead of covering it up and not informing me of the damage he had already caused.This was a replacement microwave not a new installation, no reconfiguring of the space needed to be done just replacement. I have also talked to my homeowner's insurance company asking if this could be a claim. They have denied my request due to improper installation of the microwave by Barlows. I am not asking Barlows for anything but to fix the mistake their installer made. It is their responsibility and their obligation to do so and I would think Barlows would be concerned about the integrity of their business and do what is right, fix the mistake they made at installation.

Business

Response:

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

It was horrible first my appliance came in damage and the when they came to install it they had several reasons why they couldn't. They refused to leave the appliance and refused to leave my home when told to do so. They refused to leave until I stated I was calling the police.

Barlow's came to my home to deliver 3 kitchen appliances I purchased from [redacted]. They began by telling me they didn't have a water line long enough to hook up the water dispenser in the new refrigerator - they only had a 6-foot line. They wanted to hook it up using the 20 year-old line from the old fridge. Fortunately, my wife arrived at home and offered to go purchase a longer line so they could hook up the fridge, which the Barlow's guys agreed to. However, when she got back with the line and they attempted to hook it up, they managed to break the handle off the water shut-off valve under the sink, causing us to have to shut off all water to the house. They left with our fridge not hooked up and our water turned off at 6pm. We went and purchased a new shut-off valve and installed that ourselves, so we could turn our water to our home back on. I contacted ** to request they send someone back to finish the fridge installation since we had repaired the damage they caused (not even asking for any restitution for that), and they said they wouldn't because their policy states the installers should never have touched the line we provided in the first place, nor were they obliged to have the right equipment with them when they showed up - it was [redacted]'s responsibility to provide them with all the right info. ** also said they would not exceed the length of water line recommended by the manufacturer, which was why the installers didn't have a long enough line with them. Their line was only 6 feet long! For extra fun, we had to call the Barlow's guys back immediately after they left our house, because we opened the dishwasher and the bottom panel fell off. Will be calling ** Customer Relations to recommend they stop doing business with this rinky-dink company!

This company was supposed to deliver and install a dishwasher purchased from [redacted]. They delivered it but said they couldn't install it because of a plumbing issue. Said they would be back the next day. I called the next to check delivery time and found out I wasn't on the schedule and that we had to wait a week before they could install it!! Cancelled order. I guess [redacted] used to use this company, cancelled contract because of poor service and recently renew contract. People on the phone were rude and very unhelpful. Delivery guy was just plain lazy as a hired plumber doing our sink said he could have installed it .. no problem. I would suggest NOT buying from [redacted] and definitely not using this company for installation.

Review: I bought a new refrigerator from [redacted] and paid to have it installed with the ice maker hooked up. They hired Barlow to install the new unit. Barlow came out and disconnected my reverse osmosis line from the old refrigerator, coiled it up and set it aside. They installed the new refrigerator and hooked up the ice maker to an old hard water line in the wall. The old valve leaked and ruined our laminate flooring on the other side of the wall so I called them a few days after the installation to let them know what had happened. Their response was, "we don't install reverse osmosis lines, it is our policy". The installer never asked us which line to hook up, we were not informed of their "policy" until after our floor was ruined. What kind of "professional" installation company removes an active water source from an existing unit, hooks a new refrigerator up to an old, unused valve,(hard water no less when there is an existing RO line right there!) and then says it isn't their problem? Barlow has not responded to us and [redacted] tells us that Barlow is not responding to them either. Very bad customer service and very unprofessional installation.Desired Settlement: Stand by your installation guarantee. I have about 100 sf of laminate flooring and some damaged drywall. I can't believe that this company would not pay a few hundred dollars to get this resolved for us. Very Weak!

Business

Response:

Barlow's is in the process of working with this customer. Our senior CSR [redacted] has been in contact with the customer and we are sending a field supervisor on Saturday to examine the issue and see what can be done to correct. Our contracts with [redacted] are very specific about what we can and cannot do for a customer. There appears to be an issue with customer's shut off valve not functioning correctly. Barlow will make every effort to help to resolve this situation.

Review: Barlow Company delivered a refrigerator purchased from [redacted] on the afternoon of December 4th, 2013. In the process of moving the product into my kitchen, they damaged and ruined a one of a kind piece of art on the wall. There was no reason the wall should have been touched let alone for the product to slam into my piece of art with such force as to shatter it into two pieces. Initially, the repair men tried to ignore what had occurred and when comforted with the is[redacted] they completely shirked any responsibility by stating it was a tight space, when it fact it was not. I asked for a manager to contact me to file a claim for the loss. The manager, [redacted], called me and had the audacity to state “You knew they were coming so it is your fault.” The company refused to take responsibility despite notating “damage to customer’s personal property. Contacted [redacted] and sent pictures” on their Installation and Services Exceptions Form. A follow up phone call to management on the next day resulted in yet another lack of empathy or clarification on how to file a claim. The company has yet to take responsibility for the damage incurred and again is taking the position that I am responsible for their negligence. This is unacceptable, hence the complaint to the Revdex.com.

Additionally, they failed to install the refrigerator claiming it was too big for the space. This must have been sheer laziness on their part as I easily slid it on its wheels into place in my kitchen without any effort or strain on my part. This is[redacted] is obviously insignificant compared to the damage incurred but is noteworthy nonetheless. I would never allow this company to deliver another product again. I am not sure I will ever do business with [redacted] again either if this is the type of vendor they use for deliveries.Desired Settlement: I would like to be restored to whole. Ideally, the item should be replaced to restore my property to whole as it was prior to them recklessly destroying it. It was a one of a kind piece of art with sentimental value that far exceeds any monetary value. I would like this complaint to be on record as I find their A+ rating is preposterous given the lack of service and professionalism this company has displayed. I also intend to file a complaint with the Arizona Registrar of Contractors under their license number [redacted] for refusing to claim responsibility for damaging my personal property.

Business

Response:

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.

Consumer

Response:

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.

Business

Response:

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,

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.

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,

Barlow delivered the gas range I bought from Home Depot and left it in its box in the dining room because my new kitchen floors and cabinets were not ready yet. They said to just call them back when I was ready to have someone install it. Two weeks later, floors and cabinets are now done so I slid the box into the kitchen to sort of get it ready for them and I called and asked to schedule the appointment for someone to come out. She asked me if it was moved from its original location and I said yea, it's five feet away from the dining room, now in the kitchen. She refused to send someone to install it because of 'liability' -- it had to stay in the initial spot or they wouldn't come do it. NO ONE told me that I had to keep the box in the same spot. The guy who dropped it off two weeks ago just said 'call us back and we'll hook it up' then he left. The paper he left me also did NOT state anywhere on it that I was to leave the item in the same location.

Now I have to find someone and PAY them to do it, since I have no clue what I am doing and the instructions say that a qualified person needs to install gas ranges.