DrB*** states that she emphasized that she wanted a top loading SET. Indeed, that is what she asked for. The unfortunate part is that the top loading set, as is the industry standard, is that of a top loading washing machine and a front loading dryer. This is the standard across all brands currently sold in the USThe *** * *** company has not produced a top loading dryer for the last yearsConsequently, Scott would have had no idea that DrB*** wanted a top loading DRYER since none exist. We completely understand the frustration here. Unfortunately, we could not have anticipated what DrB*** had in mind when she requested the top loading set. The fact remains that DrB*** ordered a *** * *** top loading set and that is exactly what was delivered to her. As a special order item, it requires a restocking fee in order for us to accept the return
THE CUSTOMER HAS BEEN TOLD NUMEROUS TIMES THAT AS SOON AS THE PRODUCT COMES IN WE WILL DELIVER THEM. THE TV IS A 60 INCH LG. WE EXPECT THE PRODUCT IN NEXT WEEK AND THAT IS WHAT THE CUSTOMER HAS BEEN TOLD. IF ANYTHING CHANGES WE WILL INFORM HER. RON G[redacted]
[redacted] purchased a [redacted] range from Allstate Appliances on May 11, 2015. The range she purchased was one of two 30 inch professional ranges we had on our showroom floor, one electric and one induction. Because induction ranges do not move quickly in our market, we obtained permission...
from our [redacted] Regional Manager, [redacted], to sell the induction range as a closeout item, as indicated on the sales invoice, #[redacted]. [redacted] had the unit delivered and set in the garage of her residence on May 15, 2015 and was accepted in good condition and signed for by [redacted] (see attachment). As [redacted] performs their own installations, the range was scheduled to be installed by them at a later date. [redacted] spoke with both [redacted], his salesperson, and myself and told each of us that at some point after the range was delivered by Allstate Appliances and before it was installed by [redacted], his granite contractor tried to lift the 400 pound range by the handle, shattering the door. While we certainly empathize with [redacted] and [redacted], Allstate Appliances bears no responsibility to replace the door. It was delivered in good condition to the [redacted] garage and signed for by the homeowner. Any damage that occurred after the range was signed for is the responsibility of the party that caused the damage. Concerning the accusation that the range was used, that is totally false. The range was a new, unused floor model. A [redacted] representative has verified that not only has the range never been used, but it has never been plugged in (see the copy of the email sent by [redacted] Territory Manager, [redacted], to [redacted] and [redacted] on Friday, August 7, 2015).As far as Allstate Appliances is concerned, we delivered the range that was purchased in good condition, completely fulfilling the responsibility of Allstate Appliances.Please contact me if I may be of further assistance.
The dishwasher Mr. [redacted] purchased was a current model at that time and under full manufacturer’s warranty. The Bosch company did make an error in stating that it was not under warranty, and has since called Mr. [redacted] to assure him that his dishwasher would be taken care...
of. I have spoken to the Bosch representative again today (see attached). The issue is being dealt with by Bosch and the service company, Tiger Mechanical. It’s unfortunate that Mr. [redacted] received a faulty dishwasher. Allstate Appliances has contacted the manufacturer who is working directly with the customer to solve the problem. The dishwasher will either be repaired or replaced, depending upon what Bosch and the service company determine is the proper course of action. As is the industry standard, this decision is not in our hands, but is handled from the point of sale forward directly between the customer and the manufacturer. If it is determined that Mr. [redacted] should receive a new dishwasher, we will be happy to provide one as soon as we get the authorization from Bosch.
Mr. [redacted] purchased a refrigerator on October 5, 2016. The Square receipt (see attached) clearly states "Be sure to inspect said items upon delivery for any damage during shipment before accepting. If the shipment happens to show signs of damage, be sure to refuse it!! It will be...
returned back to us and we will send you another one or credit back your account." The delivery was made on November 9, 2016. Both the delivery receipt and the bill of lading were signed by Mr. [redacted] indicating the items were received in good condition (attached). Mr. [redacted] waited until December 14, 2016 to contact us to indicate any problems. Mr. [redacted] was told, in writing, to inspect the item prior to accepting it. All paperwork indicates it was accepted in good condition. Then, a month later, we were contacted regarding damage. We cannot be held responsible for the damage to the refrigerator as it was signed for and accepted. We will, however, be happy to provide new drawers if Mr. [redacted] would like them.
It’s always desirable for a job to go smoothly and without problems, but unfortunately, this is not always the case. When problems do arise, Allstate Appliances does try to rectify each one, as we did in this case:•Appliances were ordered and brought in to accommodate an install date that was...
delayed by the builder, [redacted] Homes. These issues included incorrect counter tops, incorrect dishwasher opening, and incorrectly sized beverage center panels. Since the installation needed to be delayed by several months, Allstate Appliances agreed to store the appliances in our warehouse until these issues could be resolved and the appliances could be installed.•The dishwasher arrived damaged. Allstate Appliances replaced the dishwasher.•The oven had the incorrect door swing. Allstate Appliances left the oven in the residence for her to use and ordered a new replacement oven with the correct door swing.Allstate Appliances also tried to rectify the issue of the broken shelves in the wine refrigerator. Although the wine refrigerator was new, from the manufacturer, the shelves had been broken. New shelves were ordered. The day we went to the residence to replace the shelves, our installers were turned away by the homeowner’s mother, Mrs. [redacted]. They were told that they were not to fix the unit but to order a new one (see attached). A new unit was ordered. Due to manufacturer backorder, the unit did take several weeks to arrive. When our installers brought the new unit to the residence, it was refused because Mrs. [redacted] said they replaced the shelves themselves and did not need the new unit. This unit was brought in for the customer at the customer’s request. Since it was refused, a restocking fee was deducted from the discount provided to the homeowner. This is industry standard, and is noted on each invoice (see attached). This transaction was performed under [redacted] Homes and was discussed with Nate S[redacted], General Contractor with [redacted] Homes.
In her complaint, Mrs. R[redacted] states that this has been a
lengthy ordeal. We completely
agree! Allstate Appliances has been to
the R[redacted] residence no less than 15 times in an effort to complete the
installation of her appliances. Each
trip has resulted in frustration for both the...
homeowner and Allstate Appliances. We have documented each trip to the residence
and what was completed, and what had to be left for another time due to the
lack of preparation for the installation on the part of her builder, [redacted]. The documentation
has been provided here. On this one
project alone, we have dealt with four different superintendents. Consequently, there has been a lack of
communication that has proved an additional burden in the completion of this
job.ALL of the appliances Mrs. R[redacted] purchased were delivered to
her. Some of the appliances were
delivered to her previous address in 2012 and sat in her garage waiting for the
new construction to be finished. When
the builder was finally ready, the [redacted] superintendent brought the
appliances over to the new site. Attached is a document that shows all of the appliances that were at the
home when Allstate Appliances sales manager Mike S[redacted] walked the site with
the [redacted] superintendent. Noted were the
products that were brought to the home from Mrs. R[redacted]’s garage, as well as
product that was delivered to the new home by Allstate Appliances. On the list of appliances that was noted as
present at the jobsite was the warming drawer. This document was created as Mike S[redacted] and the [redacted] superintendent
walked the site and was signed by the superintendent. What happened to the appliances after that is
unknown, but it certainly is not the responsibility of Allstate
Appliances. The builder is responsible
for the safeguarding of the items that were delivered by us. The
installations were incomplete due to the lack of the necessary preparations on
the part of the builder. For example,
the dual fuel range could not be installed because the builder failed to
provide the 220v electrical that is required. We have sent our field supervisor to the home on numerous
occasions to inspect the installation of the appliances. The appliances were installed appropriately
given the parameters we had to work with. Appliances are standard sizes that fill the
existing spaces built by the builder. They have specific electrical requirements. It is our job to deliver the appliances and
install them in the spaces provided and to the electrical provided. It is the responsibility of the builder to
make sure that those spaces are what the homeowner requested. We have done all the installations we can do
at this point and they have been done correctly according to manufacturers’
guidelines.Considering the amount of man hours already wasted in an
effort to complete this job due to the incompetence of the builder, we too wish
to resolve these issues as soon as possible. Our sales manager, Mike S[redacted], has
repeatedly walked the jobsite with the various superintendents to clearly
define what has been done, what needs to be done, and what the requirements are
necessary to complete the installations. We are certainly willing to go to the
residence one last time to install the remaining appliances as long as the
necessary preparations have been made by the builder, including the correct structural
and electrical requirements. At that
time, our field supervisor will re-check the installation of the appliances to
make sure they are done properly. If
there are any service issues that need to be addressed, we would be happy, once
again, to assist in providing the contact information for the appropriate
service agents.
EVEN HERE THEY DARE TO LIE!!!! I have signed paperwork from the delivery person that this is a open box with no registration paperwork, if needed I can provide it for you here. When you purchase an item for $5000 you want the item to be in box when delivered with all ORIGINAL paperwork included so that we can register the product online, and not be asked to download the manual online if needed. I would never have purchased from Allstate if I knew this would happen. If Allstate had ordered all my appliance at time of purchase this would never occur, Garon (sales person) told us at time of purchase EVERYTHING will be delivered on time cause we paid 30 days in advance. No WORRIES he told us. Again Allstate are lying to cover them self about me going to their office when they had a closed door meeting. Mike S[redacted] sad in his office when I arrived and he had the WORST attitude when he saw me, cause he was out of answers and had no idea when stuff would deliver. And if Allstate think that a new home owner that just moved in with 2 toddlers in their new home with no appliance who calls the retail office to get answers on ETA when the appliance will arrive, and there is absolutely NO answer or idea from Allstate, if they think that is a harassment and not a worried customer who need to be taken care of, and not be kicked out of the office, I really feel sorry for this business.Unfortunately Allstate appliance is lying again, and is trying to cover them self. SHAME ON YOU!!!!!
Scott got 50% of my order correct. I did ask for a [redacted] washer and dryer but emphasized that I wanted a TOP loading set during our first conversation. At no point did he make me aware that they no longer made that type of dryer, or I would have never placed the order to begin with. He sent me an email with the model number and name but no specific specifications were included, nor was a link to view the item or a picture. I have included the email he sent me for review, which is dated 11/30. It is ridiculous that it is almost mid March and this situation has not been taken care of.Despite my calling at least three times, he never offered any options or solutions. In fact, he brushed me off each time stating he had to talk to the owner (who he should see in about an hour) and he would call me back. He never did. There has been absolutely zero communication which I reinforces his mistake in placing the initial order. This is the first I have even heard about getting a refund but since it was their error, I do not feel that a 25% restocking fee is justified. I do not want the dryer, I just want my money back.
The response from Allstate greatly understated the number of issues and the lack of responsibility Allstate assumed for those issues. Each time Mike but the blame on our builder. The problems were not due to the builder. The problems were due to Allstate sending the appliances in defective condition. I do not believe any of the original appliances came in boxes. The refrigerator was missing parts, the seals were dirty and old looking. The dishwasher was damaged and actually rusted!! When it was replaced & the installers seemed unable to install properly Allstate blamed the contractor. The gas cook top-Allstate claimed the contractor spec'd in wrong parts for the cook top and as such, it could not be installed. After getting nowhere with Allstate, the contractor then got qualified installers who installed the cook top without issue. The warming drawers that were ordered - seem to have not actually been ordered by Allstate after we placed our order with them. (our guess - no proof to back this statement) Later, we were told we could not get the ones we ordered. Instead we had to go with a different type. When those came in - they were not the panel ready ones we requested. We were constantly told things were happening when they were not. The final straw mentioned above - the wine fridge. Yes we requested a new one - this unit - as well as many of the others - appeared to have been "B" grade models - the "scratched & dented" ones you can buy at deep discounts. We paid FULL price for new models which we do not believe we received. Yes we asked for a replacement. We needed it quickly as the house was going on the market and photos were being taken for the real estate listing. Allstate could not give us an ETA. More than a month went by and all we heard from Mike was that the wine fridge was "on a train". After more than one month I told him to forget it - we had fixed the shelves and just wanted to be done dealing with them.
Allstate is flat out lying. The wine cooler specifications are correct but they sent a wine older that was left hinged. The refrigerator did not have a crease, it had a large gash in the right back...
seam. It was sold to us as a close out item, never mentioned it was damaged. Allstate did nothing at their expense. It has been a nightmare. We were required to pay up for the new refrigerator, they lie. But, as our only recourse through this process, we are disputing the charge through American Express. Allstate also forgot to mention the ice maker specifications and model number do not match the model that was sent to us. This company is the worst experience we have ever encountered. This matter is not settled. I am personally taking the time to get the parts we need. In fact, I tracked down the connection kit through Milestone and picked it up yesterday. I worked with Jerry at the National Distributor company and he has found the missing panel kit. It was shipped yesterday. Allstate has done nothing to assist is. I am working with Diandra M[redacted] at [redacted] to receive our missing parts. She is waiting for approval to have them shipped. Allstate has made no attempt to correct the [redacted] ice maker. I reject their response due to the inaccuracy of the facts.
Mr. and Mrs. [redacted] did purchase a Frigidaire refrigerator
and Summit refrigerator drawers from Allstate Appliances. Unfortunately, the refrigerator is on
backorder from the manufacturer. We
cannot deliver the refrigerator until we receive it from the manufacturer. The refrigerator...
drawers
were delivered to the G[redacted] residence as a drop delivery, placed inside their
garage unopened. The customer accepted
and signed for the item (see attached). It is strongly suggested that all items be opened and inspected upon
delivery by the purchaser so that any damage can be noted and taken care
of. Once
the items are signed for, as clearly stated at the bottom of the delivery
sheet, the sale is final. The reason
for this policy is that there is always the possibility of damage occurring to the
box and the item during the time it is being stored by the homeowner. Allstate
Appliances cannot not be held responsible for the damage that occurs after we
deliver the appliance and it is accepted and signed for by the purchaser. We are happy to refund the money for the backordered
refrigerator. In fact, we have tried
several times to communicate this to Mr. [redacted], however Mr. [redacted] belligerent
manner and foul language has made communication with him impossible, and the
physical threats he has made to our sales person are unacceptable. If Mr. [redacted] will
provide his credit card information, we will happily credit his account for the
backordered refrigerator. As for the
refrigerator drawers, because Mrs. [redacted] signed for them, there is no way to
determine if the drawers were damaged before or after they were delivered, and we received no communication from the [redacted] regarding any damage until we received this complaint. Consequently, Allstate Appliances should not
be held responsible for the condition of the drawers.
ALLSTATE APPLIANCE DELIVERED THE HOOD THAT WAS ORDERED BY THE DESIGNER. THE CONTRACTOR AND DESIGNER INSTALLED THE HOOD AND SILLICONED THE HOOD TO THE TILE BACKSPLASH. WE HAVE NO PROBLEMS CHANGING THE HOOD FOR THEM HOWEVER THEY NOW WANT US TO BE RESPONSIBLE FOR THE TILE BACKSPLASH. INSTALLING THE...
HOOD THE WAY THEY DID ALSO CANCELS THE WARRANTY BECAUSE THE HOOD CAN NEVER BE TAKEN DOWN FOR SERVICE. WE HAVE NO PROBLEM EXCHANGING THE HOOD, EVEN THOUGH THE GOT THE EXACT MODEL THEY ORDERED, WE JUST DON'T UNDERSTAND WHY WE SHOULD BE RESPONSIBLE FOR AN INSTALL WE DIDN'T DO . ESPECIALLY SINCE IT WAS DONE IMPROPERLY. THANK YOU RON G[redacted]
Mr. C[redacted] purchased a clearance oven from us on March 14, 2017. Despite the fact that it clearly states on the invoice (attached) that we require a minimum 25% restocking charge for any approved return, despite the fact that we offered to have a cabinet company modify his cabinets at no...
charge to him, despite the fact that the oven is brand new, never used, fully warranted by the manufacturer, and despite the fact that it is commonplace for products to have come off the assembly line well before the purchase date, we will refund Mr. C[redacted] the money for the oven. There was absolutely no "bait and switch" and we went above and beyond to try to accommodate Mr. C[redacted].
Appreciate the offer for new drawers...I'd rather have a door that isn't cracked...so I'll reject your offer. First of all it took a MONTH for you to send the refrigerator to me. I paid Oct 5, 2016. You didn't ship it to me until Nov 9, 2016. Joe C[redacted] text to me on Oct 15, 2016 says "I just found out that they were sending out your fridge but they found a problem with one of the hinges and instead of sending you that one they're going to send you a brand-new one this week"..."brand new in the box never been used/displayed"... another 2 weeks goes by...and after 5 or so more texts I finally get a [redacted] freight tracking number. So...after all this...and with your [redacted] status being suspended...Why on earth would I think that it wouldn't be past you to send me a damaged fridge and just claim that it must have been damaged in shipping (in a box that had one small hole)... with regards to me not reporting the damage until December, that is completely false. I have phone records to prove that I called Joe C[redacted] several times and left several voice mails before he finally called me back...My first time in contacting Mike S[redacted] (sales mgr) might have been December, but that was after I had spoken to Joe and gotten absolutely nowhere. I also have several email trails with Mike S[redacted]. With regards to my conversations with Joe C[redacted], he instructed me to call [redacted] and tell them that they caused the damage-damage that I couldn't see until the fridge was in my house and out of the box. After he and I agreed that I would more than likely not get anywhere with them, he suggested that I call [redacted] and file a claim. "They have great customer service and I'm sure they'll be able to help-they want to keep their customers happy". He also told me how to tell my story so that I would be sure to get help from them. I then called [redacted] and told them exactly what happened. They responded rather quickly and told me in no way could they be responsible for the damages that occurred. The specialist at [redacted] wanted more information because they had similar complaints against Allstate. I sent him several pictures of the damages, purchase information etc. ( I can produce these emails as well). Once I told Mike S[redacted] that [redacted] had reached out to Allstates' regional supplier he responded to me immediately. [redacted] suggested that their regional supplier said that they shouldn't be shipping refrigerators across the country. After a rather friendly and helpful first call with Mike S[redacted]..my latter calls, emails and texts fell on deaf ears. In short...I think they sold me a damaged refrigerator. I don't know how I could ever prove that, but that is how I feel. I would like a new UNDAMAGED refrigerator. I guess my next step is to get legal representation. Thanks, Revdex.com for trying to help. Sam Kennedy
This is blatant misuse of the truth in regards to Allstate Appliance and their staff. It is unfortunate that I had to take this issue to this extreme, but they left me with no other options! This is the 2nd full set of appliances that I have purchased from them in the last 4 months and you would think they would have wanted to make a repeat customer happy knowing we have another home to purchase a whole set of appliances for in 2 weeks. I always like to do business with local companies when possible and find it terribly unfortunate how this issue was handled. I have attached the invoice from when the driver dropped the (2) Summit refrigerator drawers. I have highlighted the drivers signature on the bottom of the invoice as wells as his notes saying there was a noted dent in the door of one of the units. Second set of drawers were delivered undamaged and no problem there. Allstate Appliances has never called me in regards to my refund,nor did I ever made any physical threats to anyone, especially not to our six foot three, 250 pound salesman! Very disappointing they would fabricate such a outlandish statement! They have our credit card info and told me they would not refund!!!! After looking on line at many other bad reviews and no calls back I contacted my credit card company for resolution.
Several items that Mr. A[redacted] ordered were, unfortunately, on back-order by the manufacturer. We delivered the items we were able to get, and assured Mr. A[redacted] that as soon as we received the back-ordered items from the manufacturer, we would get them to him as soon as possible. Neither...
Allstate Appliances, nor any other appliance company, for that matter, has any control over back-ordered items. We are all at the mercy of the manufacturer. We repeatedly tried to explain this to Mr. A[redacted], but this made no difference. There was only one available cooktop of the kind he ordered in the entire country, located in Las Vegas, NV. Allstate Appliances, at our own expense, paid one of our drivers to make a special trip to Las Vegas to pick up that cooktop, bring it back to Phoenix, and deliver it to Mr. A[redacted]. This cooktop would normally sell at $5,500.00, but as a gesture of good will, we discounted the price to $4,900.00. The cooktop was brand new, never used, and never installed. It had to be removed from the box in order to fit into the driver's car. He did wrap the cooktop in Nutribon protective wrapping so that no damage would occur while in transit to Mr. A[redacted]'s residence. It is possible that the manual may have been left in the box. If that's the case, a manual can be downloaded directly from the manufacturer's website. As for the other items remaining on Mr. A[redacted]'s order, there was nothing left for us to do but wait to receive them. During this process, Mr. A[redacted] continued to call multiple times a day to harass us about the back-ordered items. At one point, he event barged into a closed door conference call meeting to harass our general manager, Michael S[redacted]. He happened to be on a conference call with BSH, the manufacturer of the back-ordered items in question. It was learned that the reason for the back-order was a fire in the factory that produced the glass for the cooktops. Mr. A[redacted] was belligerent and refused to leave the office. It became clear that none of the efforts we had made so far or any we could make in the future would satisfy Mr. A[redacted], and we are no longer willing to contend with Mr. A[redacted]'s behavior. We have refunded the money for the remaining items. Our BSH rep, Ric C[redacted], can provide a letter attesting to the fact that the cooktop we delivered to Mr. A[redacted] was brand new, in the box, and that the other items were, indeed, back-ordered.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted] was told that two (2) induction ranges were shipped by [redacted] to Allstate in error. Allstate offered to discount a new one to us and never mentioned that we would be getting a floor model or demo unit. The sales invoice said "Closeout" but never reflected a used or demo status. We never knew the range was being delivered until 30 minutes before it arrived. It had no carton, was wrapped in plastic, had the toe kick missing and food on the handle. The delivery men were certainly not gentle and we were immediately able to see scratches on the sides of the range that were exposed. Contrary to [redacted] statement that [redacted] was our sales person, it was [redacted]. In fact we called [redacted] 3 times over 3 days and none of our calls were returned so I went to the showroom and it was then that I first met [redacted] and [redacted]. They were cordial, apologetic for [redacted]'s failure to return our phone calls and I thought they were helpful. When the range was delivered, I signed a receipt for one item delivered but it made no mention of the item's condition as you can see for yourself on the receipt.The big lie being spoken by [redacted] is that I told [redacted] and [redacted] that our granite contractor tried to lift the range by the handle. Where and when did I say that? No where and at no time. Shame on [redacted] for lying. How do they account for the food on the handle, scratches on the sides of the range, the top and the handle? Why was the toe kick missing. Where was the carton? Why wasn't the glass oven door removed before delivery. [redacted] states that the glass oven door is to be removed prior to delivery. Why wasn't this done? Allstate is a disreputable organization with untruthful employees. Even if we cannot resolve our complaint, we need to let other people know of their deceit. We bought and paid for new range but received a floor model in poor condition. Simply give us a new range and this will satisfy us.
Regards,
[redacted]
DrB*** states that she emphasized that she wanted a top loading SET. Indeed, that is what she asked for. The unfortunate part is that the top loading set, as is the industry standard, is that of a top loading washing machine and a front loading dryer. This is the standard across all brands currently sold in the USThe *** * *** company has not produced a top loading dryer for the last yearsConsequently, Scott would have had no idea that DrB*** wanted a top loading DRYER since none exist. We completely understand the frustration here. Unfortunately, we could not have anticipated what DrB*** had in mind when she requested the top loading set. The fact remains that DrB*** ordered a *** * *** top loading set and that is exactly what was delivered to her. As a special order item, it requires a restocking fee in order for us to accept the return
THE CUSTOMER HAS BEEN TOLD NUMEROUS TIMES THAT AS SOON AS THE PRODUCT COMES IN WE WILL DELIVER THEM. THE TV IS A 60 INCH LG. WE EXPECT THE PRODUCT IN NEXT WEEK AND THAT IS WHAT THE CUSTOMER HAS BEEN TOLD. IF ANYTHING CHANGES WE WILL INFORM HER. RON G[redacted]
The trim piece for Dr. [redacted]s refrigerator has been replaced. We do apologize for the delay in getting this matter resolved.
[redacted] purchased a [redacted] range from Allstate Appliances on May 11, 2015. The range she purchased was one of two 30 inch professional ranges we had on our showroom floor, one electric and one induction. Because induction ranges do not move quickly in our market, we obtained permission...
from our [redacted] Regional Manager, [redacted], to sell the induction range as a closeout item, as indicated on the sales invoice, #[redacted]. [redacted] had the unit delivered and set in the garage of her residence on May 15, 2015 and was accepted in good condition and signed for by [redacted] (see attachment). As [redacted] performs their own installations, the range was scheduled to be installed by them at a later date. [redacted] spoke with both [redacted], his salesperson, and myself and told each of us that at some point after the range was delivered by Allstate Appliances and before it was installed by [redacted], his granite contractor tried to lift the 400 pound range by the handle, shattering the door. While we certainly empathize with [redacted] and [redacted], Allstate Appliances bears no responsibility to replace the door. It was delivered in good condition to the [redacted] garage and signed for by the homeowner. Any damage that occurred after the range was signed for is the responsibility of the party that caused the damage. Concerning the accusation that the range was used, that is totally false. The range was a new, unused floor model. A [redacted] representative has verified that not only has the range never been used, but it has never been plugged in (see the copy of the email sent by [redacted] Territory Manager, [redacted], to [redacted] and [redacted] on Friday, August 7, 2015).As far as Allstate Appliances is concerned, we delivered the range that was purchased in good condition, completely fulfilling the responsibility of Allstate Appliances.Please contact me if I may be of further assistance.
The dishwasher Mr. [redacted] purchased was a current model at that time and under full manufacturer’s warranty. The Bosch company did make an error in stating that it was not under warranty, and has since called Mr. [redacted] to assure him that his dishwasher would be taken care...
of. I have spoken to the Bosch representative again today (see attached). The issue is being dealt with by Bosch and the service company, Tiger Mechanical. It’s unfortunate that Mr. [redacted] received a faulty dishwasher. Allstate Appliances has contacted the manufacturer who is working directly with the customer to solve the problem. The dishwasher will either be repaired or replaced, depending upon what Bosch and the service company determine is the proper course of action. As is the industry standard, this decision is not in our hands, but is handled from the point of sale forward directly between the customer and the manufacturer. If it is determined that Mr. [redacted] should receive a new dishwasher, we will be happy to provide one as soon as we get the authorization from Bosch.
Attached, please find the second response from Allstate Appliances regarding the [redacted] complaint.
Mr. [redacted] purchased a refrigerator on October 5, 2016. The Square receipt (see attached) clearly states "Be sure to inspect said items upon delivery for any damage during shipment before accepting. If the shipment happens to show signs of damage, be sure to refuse it!! It will be...
returned back to us and we will send you another one or credit back your account." The delivery was made on November 9, 2016. Both the delivery receipt and the bill of lading were signed by Mr. [redacted] indicating the items were received in good condition (attached). Mr. [redacted] waited until December 14, 2016 to contact us to indicate any problems. Mr. [redacted] was told, in writing, to inspect the item prior to accepting it. All paperwork indicates it was accepted in good condition. Then, a month later, we were contacted regarding damage. We cannot be held responsible for the damage to the refrigerator as it was signed for and accepted. We will, however, be happy to provide new drawers if Mr. [redacted] would like them.
It’s always desirable for a job to go smoothly and without problems, but unfortunately, this is not always the case. When problems do arise, Allstate Appliances does try to rectify each one, as we did in this case:•Appliances were ordered and brought in to accommodate an install date that was...
delayed by the builder, [redacted] Homes. These issues included incorrect counter tops, incorrect dishwasher opening, and incorrectly sized beverage center panels. Since the installation needed to be delayed by several months, Allstate Appliances agreed to store the appliances in our warehouse until these issues could be resolved and the appliances could be installed.•The dishwasher arrived damaged. Allstate Appliances replaced the dishwasher.•The oven had the incorrect door swing. Allstate Appliances left the oven in the residence for her to use and ordered a new replacement oven with the correct door swing.Allstate Appliances also tried to rectify the issue of the broken shelves in the wine refrigerator. Although the wine refrigerator was new, from the manufacturer, the shelves had been broken. New shelves were ordered. The day we went to the residence to replace the shelves, our installers were turned away by the homeowner’s mother, Mrs. [redacted]. They were told that they were not to fix the unit but to order a new one (see attached). A new unit was ordered. Due to manufacturer backorder, the unit did take several weeks to arrive. When our installers brought the new unit to the residence, it was refused because Mrs. [redacted] said they replaced the shelves themselves and did not need the new unit. This unit was brought in for the customer at the customer’s request. Since it was refused, a restocking fee was deducted from the discount provided to the homeowner. This is industry standard, and is noted on each invoice (see attached). This transaction was performed under [redacted] Homes and was discussed with Nate S[redacted], General Contractor with [redacted] Homes.
In her complaint, Mrs. R[redacted] states that this has been a
lengthy ordeal. We completely
agree! Allstate Appliances has been to
the R[redacted] residence no less than 15 times in an effort to complete the
installation of her appliances. Each
trip has resulted in frustration for both the...
homeowner and Allstate Appliances. We have documented each trip to the residence
and what was completed, and what had to be left for another time due to the
lack of preparation for the installation on the part of her builder, [redacted]. The documentation
has been provided here. On this one
project alone, we have dealt with four different superintendents. Consequently, there has been a lack of
communication that has proved an additional burden in the completion of this
job.ALL of the appliances Mrs. R[redacted] purchased were delivered to
her. Some of the appliances were
delivered to her previous address in 2012 and sat in her garage waiting for the
new construction to be finished. When
the builder was finally ready, the [redacted] superintendent brought the
appliances over to the new site. Attached is a document that shows all of the appliances that were at the
home when Allstate Appliances sales manager Mike S[redacted] walked the site with
the [redacted] superintendent. Noted were the
products that were brought to the home from Mrs. R[redacted]’s garage, as well as
product that was delivered to the new home by Allstate Appliances. On the list of appliances that was noted as
present at the jobsite was the warming drawer. This document was created as Mike S[redacted] and the [redacted] superintendent
walked the site and was signed by the superintendent. What happened to the appliances after that is
unknown, but it certainly is not the responsibility of Allstate
Appliances. The builder is responsible
for the safeguarding of the items that were delivered by us. The
installations were incomplete due to the lack of the necessary preparations on
the part of the builder. For example,
the dual fuel range could not be installed because the builder failed to
provide the 220v electrical that is required. We have sent our field supervisor to the home on numerous
occasions to inspect the installation of the appliances. The appliances were installed appropriately
given the parameters we had to work with. Appliances are standard sizes that fill the
existing spaces built by the builder. They have specific electrical requirements. It is our job to deliver the appliances and
install them in the spaces provided and to the electrical provided. It is the responsibility of the builder to
make sure that those spaces are what the homeowner requested. We have done all the installations we can do
at this point and they have been done correctly according to manufacturers’
guidelines.Considering the amount of man hours already wasted in an
effort to complete this job due to the incompetence of the builder, we too wish
to resolve these issues as soon as possible. Our sales manager, Mike S[redacted], has
repeatedly walked the jobsite with the various superintendents to clearly
define what has been done, what needs to be done, and what the requirements are
necessary to complete the installations. We are certainly willing to go to the
residence one last time to install the remaining appliances as long as the
necessary preparations have been made by the builder, including the correct structural
and electrical requirements. At that
time, our field supervisor will re-check the installation of the appliances to
make sure they are done properly. If
there are any service issues that need to be addressed, we would be happy, once
again, to assist in providing the contact information for the appropriate
service agents.
EVEN HERE THEY DARE TO LIE!!!! I have signed paperwork from the delivery person that this is a open box with no registration paperwork, if needed I can provide it for you here. When you purchase an item for $5000 you want the item to be in box when delivered with all ORIGINAL paperwork included so that we can register the product online, and not be asked to download the manual online if needed. I would never have purchased from Allstate if I knew this would happen. If Allstate had ordered all my appliance at time of purchase this would never occur, Garon (sales person) told us at time of purchase EVERYTHING will be delivered on time cause we paid 30 days in advance. No WORRIES he told us. Again Allstate are lying to cover them self about me going to their office when they had a closed door meeting. Mike S[redacted] sad in his office when I arrived and he had the WORST attitude when he saw me, cause he was out of answers and had no idea when stuff would deliver. And if Allstate think that a new home owner that just moved in with 2 toddlers in their new home with no appliance who calls the retail office to get answers on ETA when the appliance will arrive, and there is absolutely NO answer or idea from Allstate, if they think that is a harassment and not a worried customer who need to be taken care of, and not be kicked out of the office, I really feel sorry for this business.Unfortunately Allstate appliance is lying again, and is trying to cover them self. SHAME ON YOU!!!!!
Scott got 50% of my order correct. I did ask for a [redacted] washer and dryer but emphasized that I wanted a TOP loading set during our first conversation. At no point did he make me aware that they no longer made that type of dryer, or I would have never placed the order to begin with. He sent me an email with the model number and name but no specific specifications were included, nor was a link to view the item or a picture. I have included the email he sent me for review, which is dated 11/30. It is ridiculous that it is almost mid March and this situation has not been taken care of.Despite my calling at least three times, he never offered any options or solutions. In fact, he brushed me off each time stating he had to talk to the owner (who he should see in about an hour) and he would call me back. He never did. There has been absolutely zero communication which I reinforces his mistake in placing the initial order. This is the first I have even heard about getting a refund but since it was their error, I do not feel that a 25% restocking fee is justified. I do not want the dryer, I just want my money back.
The response from Allstate greatly understated the number of issues and the lack of responsibility Allstate assumed for those issues. Each time Mike but the blame on our builder. The problems were not due to the builder. The problems were due to Allstate sending the appliances in defective condition. I do not believe any of the original appliances came in boxes. The refrigerator was missing parts, the seals were dirty and old looking. The dishwasher was damaged and actually rusted!! When it was replaced & the installers seemed unable to install properly Allstate blamed the contractor. The gas cook top-Allstate claimed the contractor spec'd in wrong parts for the cook top and as such, it could not be installed. After getting nowhere with Allstate, the contractor then got qualified installers who installed the cook top without issue. The warming drawers that were ordered - seem to have not actually been ordered by Allstate after we placed our order with them. (our guess - no proof to back this statement) Later, we were told we could not get the ones we ordered. Instead we had to go with a different type. When those came in - they were not the panel ready ones we requested. We were constantly told things were happening when they were not. The final straw mentioned above - the wine fridge. Yes we requested a new one - this unit - as well as many of the others - appeared to have been "B" grade models - the "scratched & dented" ones you can buy at deep discounts. We paid FULL price for new models which we do not believe we received. Yes we asked for a replacement. We needed it quickly as the house was going on the market and photos were being taken for the real estate listing. Allstate could not give us an ETA. More than a month went by and all we heard from Mike was that the wine fridge was "on a train". After more than one month I told him to forget it - we had fixed the shelves and just wanted to be done dealing with them.
Allstate is flat out lying. The wine cooler specifications are correct but they sent a wine older that was left hinged. The refrigerator did not have a crease, it had a large gash in the right back...
seam. It was sold to us as a close out item, never mentioned it was damaged. Allstate did nothing at their expense. It has been a nightmare. We were required to pay up for the new refrigerator, they lie. But, as our only recourse through this process, we are disputing the charge through American Express. Allstate also forgot to mention the ice maker specifications and model number do not match the model that was sent to us. This company is the worst experience we have ever encountered. This matter is not settled. I am personally taking the time to get the parts we need. In fact, I tracked down the connection kit through Milestone and picked it up yesterday. I worked with Jerry at the National Distributor company and he has found the missing panel kit. It was shipped yesterday. Allstate has done nothing to assist is. I am working with Diandra M[redacted] at [redacted] to receive our missing parts. She is waiting for approval to have them shipped. Allstate has made no attempt to correct the [redacted] ice maker. I reject their response due to the inaccuracy of the facts.
Mr. and Mrs. [redacted] did purchase a Frigidaire refrigerator
and Summit refrigerator drawers from Allstate Appliances. Unfortunately, the refrigerator is on
backorder from the manufacturer. We
cannot deliver the refrigerator until we receive it from the manufacturer. The refrigerator...
drawers
were delivered to the G[redacted] residence as a drop delivery, placed inside their
garage unopened. The customer accepted
and signed for the item (see attached). It is strongly suggested that all items be opened and inspected upon
delivery by the purchaser so that any damage can be noted and taken care
of. Once
the items are signed for, as clearly stated at the bottom of the delivery
sheet, the sale is final. The reason
for this policy is that there is always the possibility of damage occurring to the
box and the item during the time it is being stored by the homeowner. Allstate
Appliances cannot not be held responsible for the damage that occurs after we
deliver the appliance and it is accepted and signed for by the purchaser. We are happy to refund the money for the backordered
refrigerator. In fact, we have tried
several times to communicate this to Mr. [redacted], however Mr. [redacted] belligerent
manner and foul language has made communication with him impossible, and the
physical threats he has made to our sales person are unacceptable. If Mr. [redacted] will
provide his credit card information, we will happily credit his account for the
backordered refrigerator. As for the
refrigerator drawers, because Mrs. [redacted] signed for them, there is no way to
determine if the drawers were damaged before or after they were delivered, and we received no communication from the [redacted] regarding any damage until we received this complaint. Consequently, Allstate Appliances should not
be held responsible for the condition of the drawers.
ALLSTATE APPLIANCE DELIVERED THE HOOD THAT WAS ORDERED BY THE DESIGNER. THE CONTRACTOR AND DESIGNER INSTALLED THE HOOD AND SILLICONED THE HOOD TO THE TILE BACKSPLASH. WE HAVE NO PROBLEMS CHANGING THE HOOD FOR THEM HOWEVER THEY NOW WANT US TO BE RESPONSIBLE FOR THE TILE BACKSPLASH. INSTALLING THE...
HOOD THE WAY THEY DID ALSO CANCELS THE WARRANTY BECAUSE THE HOOD CAN NEVER BE TAKEN DOWN FOR SERVICE. WE HAVE NO PROBLEM EXCHANGING THE HOOD, EVEN THOUGH THE GOT THE EXACT MODEL THEY ORDERED, WE JUST DON'T UNDERSTAND WHY WE SHOULD BE RESPONSIBLE FOR AN INSTALL WE DIDN'T DO . ESPECIALLY SINCE IT WAS DONE IMPROPERLY. THANK YOU RON G[redacted]
Mr. C[redacted] purchased a clearance oven from us on March 14, 2017. Despite the fact that it clearly states on the invoice (attached) that we require a minimum 25% restocking charge for any approved return, despite the fact that we offered to have a cabinet company modify his cabinets at no...
charge to him, despite the fact that the oven is brand new, never used, fully warranted by the manufacturer, and despite the fact that it is commonplace for products to have come off the assembly line well before the purchase date, we will refund Mr. C[redacted] the money for the oven. There was absolutely no "bait and switch" and we went above and beyond to try to accommodate Mr. C[redacted].
Appreciate the offer for new drawers...I'd rather have a door that isn't cracked...so I'll reject your offer. First of all it took a MONTH for you to send the refrigerator to me. I paid Oct 5, 2016. You didn't ship it to me until Nov 9, 2016. Joe C[redacted] text to me on Oct 15, 2016 says "I just found out that they were sending out your fridge but they found a problem with one of the hinges and instead of sending you that one they're going to send you a brand-new one this week"..."brand new in the box never been used/displayed"... another 2 weeks goes by...and after 5 or so more texts I finally get a [redacted] freight tracking number. So...after all this...and with your [redacted] status being suspended...Why on earth would I think that it wouldn't be past you to send me a damaged fridge and just claim that it must have been damaged in shipping (in a box that had one small hole)... with regards to me not reporting the damage until December, that is completely false. I have phone records to prove that I called Joe C[redacted] several times and left several voice mails before he finally called me back...My first time in contacting Mike S[redacted] (sales mgr) might have been December, but that was after I had spoken to Joe and gotten absolutely nowhere. I also have several email trails with Mike S[redacted]. With regards to my conversations with Joe C[redacted], he instructed me to call [redacted] and tell them that they caused the damage-damage that I couldn't see until the fridge was in my house and out of the box. After he and I agreed that I would more than likely not get anywhere with them, he suggested that I call [redacted] and file a claim. "They have great customer service and I'm sure they'll be able to help-they want to keep their customers happy". He also told me how to tell my story so that I would be sure to get help from them. I then called [redacted] and told them exactly what happened. They responded rather quickly and told me in no way could they be responsible for the damages that occurred. The specialist at [redacted] wanted more information because they had similar complaints against Allstate. I sent him several pictures of the damages, purchase information etc. ( I can produce these emails as well). Once I told Mike S[redacted] that [redacted] had reached out to Allstates' regional supplier he responded to me immediately. [redacted] suggested that their regional supplier said that they shouldn't be shipping refrigerators across the country. After a rather friendly and helpful first call with Mike S[redacted]..my latter calls, emails and texts fell on deaf ears. In short...I think they sold me a damaged refrigerator. I don't know how I could ever prove that, but that is how I feel. I would like a new UNDAMAGED refrigerator. I guess my next step is to get legal representation. Thanks, Revdex.com for trying to help. Sam Kennedy
This is blatant misuse of the truth in regards to Allstate Appliance and their staff. It is unfortunate that I had to take this issue to this extreme, but they left me with no other options! This is the 2nd full set of appliances that I have purchased from them in the last 4 months and you would think they would have wanted to make a repeat customer happy knowing we have another home to purchase a whole set of appliances for in 2 weeks. I always like to do business with local companies when possible and find it terribly unfortunate how this issue was handled. I have attached the invoice from when the driver dropped the (2) Summit refrigerator drawers. I have highlighted the drivers signature on the bottom of the invoice as wells as his notes saying there was a noted dent in the door of one of the units. Second set of drawers were delivered undamaged and no problem there. Allstate Appliances has never called me in regards to my refund,nor did I ever made any physical threats to anyone, especially not to our six foot three, 250 pound salesman! Very disappointing they would fabricate such a outlandish statement! They have our credit card info and told me they would not refund!!!! After looking on line at many other bad reviews and no calls back I contacted my credit card company for resolution.
Several items that Mr. A[redacted] ordered were, unfortunately, on back-order by the manufacturer. We delivered the items we were able to get, and assured Mr. A[redacted] that as soon as we received the back-ordered items from the manufacturer, we would get them to him as soon as possible. Neither...
Allstate Appliances, nor any other appliance company, for that matter, has any control over back-ordered items. We are all at the mercy of the manufacturer. We repeatedly tried to explain this to Mr. A[redacted], but this made no difference. There was only one available cooktop of the kind he ordered in the entire country, located in Las Vegas, NV. Allstate Appliances, at our own expense, paid one of our drivers to make a special trip to Las Vegas to pick up that cooktop, bring it back to Phoenix, and deliver it to Mr. A[redacted]. This cooktop would normally sell at $5,500.00, but as a gesture of good will, we discounted the price to $4,900.00. The cooktop was brand new, never used, and never installed. It had to be removed from the box in order to fit into the driver's car. He did wrap the cooktop in Nutribon protective wrapping so that no damage would occur while in transit to Mr. A[redacted]'s residence. It is possible that the manual may have been left in the box. If that's the case, a manual can be downloaded directly from the manufacturer's website. As for the other items remaining on Mr. A[redacted]'s order, there was nothing left for us to do but wait to receive them. During this process, Mr. A[redacted] continued to call multiple times a day to harass us about the back-ordered items. At one point, he event barged into a closed door conference call meeting to harass our general manager, Michael S[redacted]. He happened to be on a conference call with BSH, the manufacturer of the back-ordered items in question. It was learned that the reason for the back-order was a fire in the factory that produced the glass for the cooktops. Mr. A[redacted] was belligerent and refused to leave the office. It became clear that none of the efforts we had made so far or any we could make in the future would satisfy Mr. A[redacted], and we are no longer willing to contend with Mr. A[redacted]'s behavior. We have refunded the money for the remaining items. Our BSH rep, Ric C[redacted], can provide a letter attesting to the fact that the cooktop we delivered to Mr. A[redacted] was brand new, in the box, and that the other items were, indeed, back-ordered.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted] was told that two (2) induction ranges were shipped by [redacted] to Allstate in error. Allstate offered to discount a new one to us and never mentioned that we would be getting a floor model or demo unit. The sales invoice said "Closeout" but never reflected a used or demo status. We never knew the range was being delivered until 30 minutes before it arrived. It had no carton, was wrapped in plastic, had the toe kick missing and food on the handle. The delivery men were certainly not gentle and we were immediately able to see scratches on the sides of the range that were exposed. Contrary to [redacted] statement that [redacted] was our sales person, it was [redacted]. In fact we called [redacted] 3 times over 3 days and none of our calls were returned so I went to the showroom and it was then that I first met [redacted] and [redacted]. They were cordial, apologetic for [redacted]'s failure to return our phone calls and I thought they were helpful. When the range was delivered, I signed a receipt for one item delivered but it made no mention of the item's condition as you can see for yourself on the receipt.The big lie being spoken by [redacted] is that I told [redacted] and [redacted] that our granite contractor tried to lift the range by the handle. Where and when did I say that? No where and at no time. Shame on [redacted] for lying. How do they account for the food on the handle, scratches on the sides of the range, the top and the handle? Why was the toe kick missing. Where was the carton? Why wasn't the glass oven door removed before delivery. [redacted] states that the glass oven door is to be removed prior to delivery. Why wasn't this done? Allstate is a disreputable organization with untruthful employees. Even if we cannot resolve our complaint, we need to let other people know of their deceit. We bought and paid for new range but received a floor model in poor condition. Simply give us a new range and this will satisfy us.
Regards,
[redacted]