We are sorry that your microwave is not workingWithin the first year of purchase the unit is under the Manufacture warrantyI have been in contact with LG about replacing your unit It is currently in the review process and I was told they will get back with me about this issue within daysAs soon as we hear from back from LG, we will call you to start the Return Authorization
(The consumer indicated he/she DID NOT accept the [redacted] from the business.) There are certain parts of the above story that are inconsistent and not true 8/14/15- The technician (an untrained contractor) replaced the compressor and told me to wait for a few hours before I could tell if the fridge was workingWe never agreed that the "unit was cooling" 8/15/15- We were angry since the unit didn't work after we paid $and I escalated so that I could talk to a manager but was ignoredNo one returned my call I finally got them to have someone come and take a look at why the fridge wasn't workingThere experienced technician told me that the wrong part was installed with damage, I have pictures to proveI also have a letter from the technician to prove that wrong part was installedHow can the unit cool if the wrong part was installed? At this point, they screwed up my fridge and didn't return my original compressor (that had gone bad according to them) that they swapped with a supposedly good one (wrong part)How can they blame [redacted] for sending the wrong part? Aren't they responsible for actually putting the wrong part in my fridge? At this point, I had lost trust with themI called [redacted] and asked if they can helpThey told me that they will send someone to look at my fridgeThe [redacted] technician came and pretty much told my that my fridge cannot be fixed [redacted] did provide me a partial credit for the fridge [redacted] did refund the repair dollars but I had to purchase a new fridge and the difference between what [redacted] paid me and the new fridge is $and I am requesting [redacted] to pick up that tab because of the wrong compressor installation Honestly, the attitude that [redacted] had towards all this was unbelievableInstead of apologizing for their mistake they are still blaming [redacted] for sending the wrong partObviously they don't care about customer satisfaction and doing the right thing [redacted]
Complaint: [redacted] I am rejecting this response because:When I called to schedule a third visit for the same issue (dishwasher not draining properly) I was told by different people that they would order a hose and I specifically asked if there would be any charges and they both told me the only fee I would be responsible for, would be $for the cost of the hose That is what I told my landlord A few days later they called, telling me the hose was in, and I scheduled a visit On the visit on 8/11/16, I did not clean out the dishwasher of any of the the water sitting at the bottom, because frankly I was sick of doing it Each of the two other visits, they did not have to clean out any water, because there was none, I did it prior to their visits (mostly because I didn't want the water to stink up my house-I have pics on my phone of the water, if that is needed) This time they actually had to get a vacuum and suck it out, which I believe is the way they finally found the problem with the dishwasher after months of "mis-diagnosis" I am positive of this because he found olive seeds, which I have not had olives literally in months!!!!! The repair man NEVER told me that they would charge $for that visit, before, during or at any time, until at the end when he was being quite rude and typing furiously he said the charge would be $ As he was walking out my door he made a rude re-mark and I said I am reporting him to his manager He started yelling "I don't care, call him" as he crossed the street Oh and the hose was never replaced.On a side note.The repairman, was rude and made me uncomfortable, I was glad I had a friend with me as I am a single woman Sincerely, [redacted] ***
I have looked into your situation and found that my technician diagnosed your unit as non repairableUnfortunately, our company is only able to repair and reportOnce we report our diagnosis to the warranty they tell us how to proceedAs for your concerns regarding the options presented to you for replacement, you can refer to the terms and conditions on the Product Protection Plus website [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/08/28) */ August 28, Denver/Boulder Revdex.com Cherokee Street Denver, CO XXXXX Attn: [redacted] RE: [redacted] Case# XXXXXXXX Ms [redacted] , Thank you for forwarding the letter to us from Mr [redacted] ***The letter stated that he was not satisfied with technician's diagnosis and requested $refund I have investigated the issues and reviewed the serviceMr [redacted] requested service on August 3rd, stating his lower oven would not broil or bake Technician arrived on site on August 6th, 2015, observed the unit had been partially dismantledHe reassembled and performed his diagnosis, stating that EOC and relay were at faultConsumer was provided an estimate for repairConsumer denied repair, the unit was reassembled and consumer was charged $for trip and diagnosis I spoke with Mr [redacted] on August 26th, 2015, he requested a refund at that time and stated the technician caused damaged to his unitI informed him we are unable to guarantee our diagnosis without completing the repairWe do provide a day parts and labor warranty for all work completed on the unitAn initial diagnosis does not always reveal the complete issue, it may change as the technician begins the repair Per my conversation with Mr [redacted] ***, he stated there is no way to verify if the technician caused any damageAs noted, the unit was partially disassembled when the technician arrived and the consumer disassembled the unit to remove the boards We provided a diagnosis as requested by the consumerWe [redacted] not be providing a refund I apologize for any inconvenience this has caused Mr [redacted] ***Brand Source Services continues to refine and update it's policies and procedures to provide the customer with above satisfactory service Sincerely, [redacted] Brand Source Services Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is clearly stated in your repair notes I've uploaded that problems occurred AFTER he reassembledI also can prove that his diagnoses was incorrect because I have notes from another repair company that state there was nothing wrong with the EOC and relay unit
Complaint [redacted] I am rejecting this response because: I don't believe they will do what they said I have had their statement that I would be paid $for about a month and a half They are now saying it takes time to write a check That's laughableI have written two letters to the founder, spoken with the salesman and his manager, emailed the president's hot line and written to the Revdex.com That's all I'm doing, my time is too valuable to worry any further about $ I do appreciate the Revdex.com's interference in this matter Sincerely, Harold Dellinger
Complaint: [redacted] I am rejecting this response because: OverviewReading Appliance Factory’s response to the complaint illustrates how they use hood to cover up their actionsKnowing what I know now, just reading the response would be enough for me to know that I never ever want to do business with this company again, and I encourage all others to not do business with themI am going to address each pointBut first, I just discovered something after speaking with [redacted] Used refrigerator sold as new I just discovered that the [redacted] refrigerator sold to me as a new unitis a used appliance according to [redacted] The warranty is not validA previous customer called [redacted] in August of regarding the same technical is***s we have experienced since the day it was delivered regarding not cooling [redacted] said the unit is not under warranty and may have been serviced by a non- [redacted] technicianAt no time were either me or my daughter advised that this was anything other than a new unit (scratch and dent)When I complained to [redacted] that we had lost $worth of food, she told me that [redacted] would cover part of that in their warrantyIn fact they won’t because there is no valid warranty on this non-working applianceI assert that the term for this is fraudulent sale of a used appliance represented as newThe unit was returned to the store by the previous customer with known is***s And yet it was back on the floor when it was sold to me several months laterIt was around this known defective unit that I built my kitchenThis is very significant to me because my desire is to have a kitchen in which all appliances matchAppliance Factory Response Appliance Factory: apologizes for not meeting *** [redacted] 's expectations.It is our sincere hope to make every customer a raving fan *** [redacted] purchased a one of a kind unit from our store but unfortunately the unit did not function properly [redacted] is a savy shopper and found an incredible deal on this one of a kind unitOne of a kind unit is not true and will be discussed laterUnit Review, Availability, Authorization to Deliver Appliance Factory: As stated unit was an F classWe found similar F class unit at another store and asked [redacted] to go inspect itDuring the re-selection process, [redacted] told store she would refuse the unit if deliveredSo we refused to deliver it and not waste everyone's timeThere were multiple visits by [redacted] and her daughter demanding a new fridge at the $paidUnit being a one of kind, there was only the option availableSummary:Three units were offered for replacement (it was not one of a kind)I approved all units offered for inspectionI did not reject any units.I never demanded a new fridge for $because at the time the business was offering to replace the unit and supplied three options which were all approved.Below is a quick summary of the multiple visits I made to review and authorize the units 1.Payment to purchase4/25Appliances delivered (refrigerator, microwave, range)Dishwasher on back order to be delivered later (and now needs to be refunded) – no delivery ever taken on this unitStore provided two serial numbers to inspect and approve Inspected and approved the new unit (since we were buying a new unit)We gave approval to Saleswoman Elka who relayed approval via telephone with Scott and/or TimElka tagged the unit with our name for deliveryManagement switched the pre-approved unit from #above to a different unit without informing us of the switchI went back out to store and discovered the switchI told the manager I believed this constituted bait and switch since we weren’t communicated withI expressed displeasure with them not communicating with me [redacted] inspects and gives approval to unit switched out by management [redacted] , the manager, told me to come down and sign a receipt approving delivery [redacted] signed approval receipt for delivery.Attached to this complaint) [redacted] noticed number of unit to be delivered on authorization receipt was different than the serial number [redacted] called the store to get clarification [redacted] (store manager) got angry and said she didn’t want to do business with us, and she was going to cancel delivery(receipt had model number but not serial number for specific unit)Cancelled for asking questions? And it seemed like every time I tried to ensure serial number for specific unit I was rebuffedNever once did we go in demanding a new unit because we thought we were getting oneThis was the last interaction [redacted] had with [redacted] the managerI never did have an argument with herAlthough I did tell her strongly that I did not appreciate the switched out unit without communicating with me We have been without a refrigerator for a month now Visits to the Store Factory Outlet: Their visits became confrontational, abusive and threateningAt one point, after refusing to leave our store, manager was instructed to call policeThis is simply not true My daughter has a great way with people and manages to get allies wherever she isI put this comment in the same untrue basket the store is using aboveSo totally untruePlus, I never had any altercation with the managerI never demanded the replacement as asserted above, but I did however just expect itMy daughter expressed growing frustration trying to work with [redacted] (the manager)She has affixed her version of eventsDecline of Business Factory Outlet: Based on this report, we decided not to continue to due business with [redacted] and asked to refund her entire sales so she could purchase somewhere elseFactory Outlet did not ask to refund my entire saleIf they had, this dispute would be overBut they only offered to refund for the refrigerator, not the full kitchen appliance suiteRefund the entire sale and I will be quietThe sale had already been processed through the buyer’s credit card companyAppliances had been deliveredFactory Outlet requested my credit card so they could process a refund on the refrigerator itself, not to refund the entire sale which I am asking forI continue to ask for refund of the entire saleThis will settle the disputeHaving a kitchen with the same brand appliances is extremely important to meThis is an important part of the settlementHow can you hold someone to a fraudulent sale? Factory outlet owes me a credit not only for the refrigerator but for the dishwasher that was not deliveredIn addition, I believe they owe me a credit for the entire kitchen suite including the microwave and the range as the purchase of those appliances was based on a fraudulent sale by that company representing the refrigerator as new when it was usedI do not plan to buy [redacted] now at all but I still want a brand cohesive kitchen in face of known is***sIn short I believe I am entitled to a credit for the entire saleI was cooperative through the process but Factory Outlet would like to paint me and my daughter as a difficult customersThis is absolutely not trueI am rejecting this as I have all alongThey only want to refund refrigerator not the appliances bought along with the fraudulent saleI have rejected this offer from the beginningI should not be held accountable for upholding the other terms of a fraudulent saleThey should be refunding the entire amount.Sincerely, [redacted] Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 9, 2015/08/19) */ I am very sorry for the confusion with your purchaseOriginally the discover dispute was filed and no payment was refundedAfter checking our records your discover dispute was never awardedWe are refunding you the complete purchase price as of 8/19/Once again I am very sorry for the mix up Initial Consumer Rebuttal / [redacted] (3000, 15, 2015/08/31) */ From: [redacted] Sent: Friday, August 28, 1:PM To: [redacted] Subject: Case no XXXXXXXX for appliance factory Dear [redacted] AS of now we have not received our money back from the appliance factory or credit on our discover cardI just spoke to discover customer manager and he is reviewing furtherWe have not accepted the delievery of refrigerator as it had more damages than shown in show roomThe freege never entered my housePlhelp me in getting my money back Thanks [redacted] Final Consumer Response / [redacted] (2000, 18, 2015/09/29) */ From: [redacted] Sent: Monday, September 28, 8:PM To: [redacted] Subject: Re: Case no [redacted] for appliance factory [redacted] after I wrote letter about legeal action, I got my money backplclose the case Thanks [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 6, 2015/11/19) */ I apologize that Appliance Factory and Mattress Kingdom has not met your expectations in this transactionI appreciate you getting back to me with the serial number for the washerIn your complaint you stated that you had a qc form with an F ratingI was hoping that you could email me a copy of the form so that I can work to resolve this issue for youThe email address is ***@appliancefactory.com Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have sent the copy of the QC form that came with the appliance to the email address indicated above (***@appliancefactory.com) I am also including the QC form here Final Business Response / [redacted] (4000, 12, 2015/12/02) */ Appliance Factory & Mattress Kingdom sincerely apologizes we have not meeting your expectations! We make every attempt to set proper expectations with our customers and have processes set up ensure satisfactionFor example, all customers have final right of refusal upon inspection of any Out of Box products prior to taking ownership and acknowledge acceptance by signing off they have fully inspected unit and are satisfied with product and installation of productIn this case, an agent set by the consumer signed and accepted the productWasher is still in use by consumer.The condition of product was clearly communicated to consumer and quality control form consumer has provided to the Revdex.com clearly shows its considered an A- condition with Front Very Minor Scratches/ Top Very Minor Scratches/ Right Dent & Scratch/ Left Dent & ScratchAt this point, Appliance Factory is at an impasse [redacted] consumerWe [redacted] continue to help consumer and Manufacturer address any performance issues with unit, now and in the future, to ensure is functioning as designedConsumer has full Manufacturer's limited warrantyAgain, we sincerely apologize for not meeting your expectations Final Consumer Response / [redacted] (2000, 20, 2015/12/23) */ From: [redacted] Sent: Monday, December 14, 6:PM To: [redacted] mgr; [redacted] Subject: Re: Washer Replacement The washer was delivered today and it was in unopened boxI inspected it myself and there was no scratches or dents It was installed and operational when the delivery left I would assume that you have already charged the $difference on the credit card I provided you I will request the Revdex.com to remove my complain as agreed [redacted]
April 22, Denver/Boulder Revdex.com Cherokee Street Denver, CO Attn: Stephanie Sudduth RE: [redacted] Case# [redacted] MsStephanie Sudduth, Thank you for forwarding the letter to us from Ms [redacted] The letter stated she did not complete the repair and was charged a restocking fee I have investigated the issues and reviewed the service We received a request for service on a Maytag dishwasher stating the unit was unresponsive on 04/13/ The service call was scheduled for 04/15/and consumer was informed we charge $for the trip and diagnosisOn 04/15/the technician diagnosed a defective panel The consumer was provided a repair cost of $ Consumer accepted the quote for parts and labor and provided a required down payment She paid $on her credit card Ms [redacted] called in on 04/19/at 7:42am to check the ETA of the part, we informed her that our parts vendor provided an ETA of 04/25/ Consumer stated would call us backMs [redacted] called in on 04/19/at 8:49am and requested the service be canceled Ms [redacted] was informed the charge would be the trip and diagnosis, $64.95, plus a 25% restocking fee for the part, $ On 04/19/at 12:44pm we received the part and called the consumer to see if she wanted to continue service, she deniedMr [redacted] called in on 04/20/16, we reviewed our service policies and the fees associated with service request He requested a receipt Receipt was mailed to him on 04/22/Ms [redacted] was informed of our service policies at time of diagnosis, this was acknowledged and evidenced by the down payment of $for parts and service Ms [redacted] was provided a $refund to her credit cardI apologize for any inconvenience this has caused Ms [redacted] Brand Source Services continues to refine and update it’s policies and procedures to provide the customer with above satisfactory service Sincerely, Merlyn Ballou Brand Source Services
We are sorry that we did not meet Mrs [redacted] expectations for the delivery of her cook top as of 9/12/we have agreed to refund in full A call was placed to Mrs [redacted] yesterday seeking her credit card number so that we can proceed and as of 8:am on 9/13/that call has not been returned We look forward to closing out this matter[redacted] Store Manager Appliance Factory and Mattress Kingdom Parker, CO
Tell us why here...To whom it may concern:Investigating this situation with KitchenAid, has revealed that the dishwasher has only had one service call on it The authorized servicer, Columbine Appliance, was out on 3/14/for a service call on the spray arms not having spray pressure Notes from the servicer to KitchenAid state that they replaced motor and pump and that the unit tested properly As the unit is still within the year, manufacturer's warranty, KitchenAid is the holder of the warranty and their terms and conditions are what Appliance Factory is contractually bound to for service related issues KitchenAid requires a completed services before they will investigate and determine if they will issue a return authorization Purchase of Appliance Factory's extended service plan would have no impact on this situation, as the issue the customer is reported to have is one that is covered by KitchenAid within their standard manufacturer's warranty This is not a scenario in which Appliance Factory has any standing on the exchange process for the dishwasher The unit was purchased from Appliance Factory on 9/28/for $as an Out of Box unit and carries the full year manufacturer's warranty through KitchenAid that a sealed in box unit would If the customer is having ongoing issues following the service call from Columbine Appliance, KitchenAid will set up an additional service appointment(s) and resolve the situation It is only at the discretion of KitchenAid that this unit can be deemed non repairable The information provided to Appliance Factory is that the dishwasher was serviced and repaired, to full working order, during the service call by Columbine Appliance Appliance Factory can help facilitate the scheduling of a new service call or the customer can schedule directly on line with KitchenAid at www.kitchenaid.com
We have not received [redacted] 's court filed complaint; however, she has clearly indicated to us (as she has to the Revdex.com) that she has counsel and is filing the lawsuitAs such, our counsel [redacted] *** ( [redacted] ), has instructed us to have no further communications with the customer This, as the Revdex.com is aware, is standard precautionary measure that our company is taking to not expose the company to liability As we explained in our response, we have communicated with [redacted] to attempt to resolve the matter without litigation, but now she has clearly indicated she is filing suit through her counsel Please feel free to contact Mr [redacted] with any further questions[redacted] *** * [redacted] * * ** [redacted] [redacted] ** [redacted] * [redacted]
Complaint: [redacted] I am rejecting this response because:the store contacted me and promised to call back no later than Monday 2/to confirm the handle had been ordered They did not call back and my call to them was not returnedThis pathetic and unprofessional communication has been the problem for months: - promising to order the part but never confirming the order or initiating contact with methe time has passed to replace the handle and is now like the unit replaced Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Good day,The salesman that sold us the freezer made numerous claims that our food would be coveredNot just a mere $per cubic foot as promisedWe did attempt to make a claim as directed by the business and we have been unable to make any headway as of yetWe havn't even received a response from the "claim company"We did receive a "new"used unit that is currently working and we are thankful for that, but during the install of the unit one of the install people walked on and over our counter top / bench and broke it from the wallWhen asked about that he just shrugged it offWe are also unsure of the status of the warranty that we had and purchasedWe have been unable to get any straight answers from the company in regards to almost anythingTo summarize the situation upWe have a "new"used unit in and it's workingWe have a broken counter top / bench nowWe are unsure of the warranty status of the unitSome very basic answers and communication would be niceIt has taken them almost days to respond to just this request and we have yet to receive and direction from them in regards to our concerns directly Sincerely, [redacted] ***
We are sorry that we have not met Mr [redacted] delivery expectations due to the snowstormWe have no other option at this time than to deliver the product next Tuesday, 4/We have offered to refund the delivery fees to Mr [redacted] and deliver on Tuesday, but he does not deem this as an acceptable resolutionIt seems we are not able to fulfill Mr [redacted] expectations at this time
July 5, Denver/Boulder Revdex.com [redacted] Denver, [redacted] Attn: [redacted] RE: [redacted] Ms [redacted] , Thank you for forwarding the letter to us from Ms [redacted] *** The letter stated she is requesting service be completed and the $she has paid be credited toward the final amount I have investigated the issues and reviewed the service We received a request for service on a [redacted] refrigerator out of warranty stating the unit had an unattached button on 05/16/ The service call was scheduled for 05/18/and consumer was informed we charge $for the trip and diagnosis On 05/18/the technician diagnosed a defective dispenser assembly Ms [redacted] informed the technician she was expecting him to bring the part and she would not pay because he did not have the part with him She requested the technician have the office send a bill Billing letter in the amount of $was sent to [redacted] *** Ms [redacted] called in on 06/09/requesting to continue service and waive the $ Ms [redacted] was called back, a message was left stating we would not proceed with any additional service until any open balances had been clearedIf she continued with the repair, the $when paid would be applied toward the final billing Ms [redacted] called in on 06/16/and paid $with her credit card The part was ordered and service is scheduled for 07/08/ At this time, this is an active open service call, once parts are received the service will be scheduled and completed The $will be applied toward the final balance I apologize for any inconvenience this has caused Ms [redacted] *** Brand Source Services continues to refine and update it’s policies and procedures to provide the customer with above satisfactory service Sincerely, [redacted] Brand Source Services
December 29, Denver/Bou*der Revdex.com [redacted] Denver, CO Attn: [redacted] RE: [redacted] Case# [redacted] Ms [redacted] , Thank you for forwarding the *etter to us from Mr [redacted] The *etter stated that his unit was not repaired and he wants an additiona [redacted] amount paid to him in the amount of $stating unit was damaged beyond repair I have investigated the issues and reviewed the service We received a request for service on a *G refrigerator, purchased 04/11/2011, the unit was not coo*ing The technician arrived on site on 7/31/15, he diagnosed a fau*ty compressor, informed consumer *abor charge wou*d be $450.00, parts were covered by *G *imited WarrantyMs [redacted] dec*ined repair and paid $for trip and diagnosis Mr [redacted] ca**ed in 08/07/15, stated wanted to go forward with repair and requested we order partsContacted *G and ordered partsOn 08/12/15, I spoke with Mr [redacted] informed him we had received parts and schedu*ed service for 08/14/ Mr [redacted] ca**ed in 08/14/in the AM and requested we *ower our *abor charge, informed him we wou*d not, he requested the owner's name, provided, he chose to continue serviceTechnician insta**ed parts sent by *GConsumer was charged $395.00, The $trip and diagnosis was app*ied from previous, for a tota [redacted] of $Unit began to coo* Mr [redacted] ca**ed in 08/18/stated unit was not coo*ingSchedu*ed service for 08/19/Technician contacted *G tech support from home, diagnosed *G had supp*ied the wrong compressor*G informed they wou*d send correct compressorUnit was repairab*e, not damaged beyond repair I spoke with Mr [redacted] on 08/20/15, he requested a fu [redacted] refund, informed I wou*d review and ca [redacted] him backI ca**ed Mr [redacted] on 08/21/15, informed him we wou*d provide a fu [redacted] refundMr [redacted] requested a fu [redacted] refund and we comp*ete the service, informed him we wou*d provide the refund or the repair I ca**ed Mr [redacted] on 08/28/15, he stated he had decided on the refund On 09/01/15, I responded to a comp*aint Mr [redacted] had registered with *G, informed *G that consumer had requested the repair at no cost and a fu [redacted] refundWe had provided a fu [redacted] refund per his decision Mr [redacted] requested a fu [redacted] refund, a fu [redacted] refund was providedThe unit was repairab*e*G chose to provide Mr [redacted] a credit for his unitWe consider this to be a c*osed case I apo*ogize for any inconvenience this has caused Mr [redacted] [redacted] continues to refine and update it's po*icies and procedures to provide the customer with above satisfactory service Sincere*y, [redacted]
We are sorry to hear about this situation and apologize for the delay in responding back to Ms [redacted] on this complaintWe have been trying to reach Ms [redacted] via phone to resolve the matter and will update once we have reached a resolution
We are sorry that your microwave is not workingWithin the first year of purchase the unit is under the Manufacture warrantyI have been in contact with LG about replacing your unit It is currently in the review process and I was told they will get back with me about this issue within daysAs soon as we hear from back from LG, we will call you to start the Return Authorization
(The consumer indicated he/she DID NOT accept the [redacted] from the business.) There are certain parts of the above story that are inconsistent and not true 8/14/15- The technician (an untrained contractor) replaced the compressor and told me to wait for a few hours before I could tell if the fridge was workingWe never agreed that the "unit was cooling" 8/15/15- We were angry since the unit didn't work after we paid $and I escalated so that I could talk to a manager but was ignoredNo one returned my call I finally got them to have someone come and take a look at why the fridge wasn't workingThere experienced technician told me that the wrong part was installed with damage, I have pictures to proveI also have a letter from the technician to prove that wrong part was installedHow can the unit cool if the wrong part was installed? At this point, they screwed up my fridge and didn't return my original compressor (that had gone bad according to them) that they swapped with a supposedly good one (wrong part)How can they blame [redacted] for sending the wrong part? Aren't they responsible for actually putting the wrong part in my fridge? At this point, I had lost trust with themI called [redacted] and asked if they can helpThey told me that they will send someone to look at my fridgeThe [redacted] technician came and pretty much told my that my fridge cannot be fixed [redacted] did provide me a partial credit for the fridge [redacted] did refund the repair dollars but I had to purchase a new fridge and the difference between what [redacted] paid me and the new fridge is $and I am requesting [redacted] to pick up that tab because of the wrong compressor installation Honestly, the attitude that [redacted] had towards all this was unbelievableInstead of apologizing for their mistake they are still blaming [redacted] for sending the wrong partObviously they don't care about customer satisfaction and doing the right thing [redacted]
Complaint: [redacted] I am rejecting this response because:When I called to schedule a third visit for the same issue (dishwasher not draining properly) I was told by different people that they would order a hose and I specifically asked if there would be any charges and they both told me the only fee I would be responsible for, would be $for the cost of the hose That is what I told my landlord A few days later they called, telling me the hose was in, and I scheduled a visit On the visit on 8/11/16, I did not clean out the dishwasher of any of the the water sitting at the bottom, because frankly I was sick of doing it Each of the two other visits, they did not have to clean out any water, because there was none, I did it prior to their visits (mostly because I didn't want the water to stink up my house-I have pics on my phone of the water, if that is needed) This time they actually had to get a vacuum and suck it out, which I believe is the way they finally found the problem with the dishwasher after months of "mis-diagnosis" I am positive of this because he found olive seeds, which I have not had olives literally in months!!!!! The repair man NEVER told me that they would charge $for that visit, before, during or at any time, until at the end when he was being quite rude and typing furiously he said the charge would be $ As he was walking out my door he made a rude re-mark and I said I am reporting him to his manager He started yelling "I don't care, call him" as he crossed the street Oh and the hose was never replaced.On a side note.The repairman, was rude and made me uncomfortable, I was glad I had a friend with me as I am a single woman Sincerely, [redacted] ***
I have looked into your situation and found that my technician diagnosed your unit as non repairableUnfortunately, our company is only able to repair and reportOnce we report our diagnosis to the warranty they tell us how to proceedAs for your concerns regarding the options presented to you for replacement, you can refer to the terms and conditions on the Product Protection Plus website [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/08/28) */ August 28, Denver/Boulder Revdex.com Cherokee Street Denver, CO XXXXX Attn: [redacted] RE: [redacted] Case# XXXXXXXX Ms [redacted] , Thank you for forwarding the letter to us from Mr [redacted] ***The letter stated that he was not satisfied with technician's diagnosis and requested $refund I have investigated the issues and reviewed the serviceMr [redacted] requested service on August 3rd, stating his lower oven would not broil or bake Technician arrived on site on August 6th, 2015, observed the unit had been partially dismantledHe reassembled and performed his diagnosis, stating that EOC and relay were at faultConsumer was provided an estimate for repairConsumer denied repair, the unit was reassembled and consumer was charged $for trip and diagnosis I spoke with Mr [redacted] on August 26th, 2015, he requested a refund at that time and stated the technician caused damaged to his unitI informed him we are unable to guarantee our diagnosis without completing the repairWe do provide a day parts and labor warranty for all work completed on the unitAn initial diagnosis does not always reveal the complete issue, it may change as the technician begins the repair Per my conversation with Mr [redacted] ***, he stated there is no way to verify if the technician caused any damageAs noted, the unit was partially disassembled when the technician arrived and the consumer disassembled the unit to remove the boards We provided a diagnosis as requested by the consumerWe [redacted] not be providing a refund I apologize for any inconvenience this has caused Mr [redacted] ***Brand Source Services continues to refine and update it's policies and procedures to provide the customer with above satisfactory service Sincerely, [redacted] Brand Source Services Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is clearly stated in your repair notes I've uploaded that problems occurred AFTER he reassembledI also can prove that his diagnoses was incorrect because I have notes from another repair company that state there was nothing wrong with the EOC and relay unit
Complaint [redacted] I am rejecting this response because: I don't believe they will do what they said I have had their statement that I would be paid $for about a month and a half They are now saying it takes time to write a check That's laughableI have written two letters to the founder, spoken with the salesman and his manager, emailed the president's hot line and written to the Revdex.com That's all I'm doing, my time is too valuable to worry any further about $ I do appreciate the Revdex.com's interference in this matter Sincerely, Harold Dellinger
Complaint: [redacted] I am rejecting this response because: OverviewReading Appliance Factory’s response to the complaint illustrates how they use hood to cover up their actionsKnowing what I know now, just reading the response would be enough for me to know that I never ever want to do business with this company again, and I encourage all others to not do business with themI am going to address each pointBut first, I just discovered something after speaking with [redacted] Used refrigerator sold as new I just discovered that the [redacted] refrigerator sold to me as a new unitis a used appliance according to [redacted] The warranty is not validA previous customer called [redacted] in August of regarding the same technical is***s we have experienced since the day it was delivered regarding not cooling [redacted] said the unit is not under warranty and may have been serviced by a non- [redacted] technicianAt no time were either me or my daughter advised that this was anything other than a new unit (scratch and dent)When I complained to [redacted] that we had lost $worth of food, she told me that [redacted] would cover part of that in their warrantyIn fact they won’t because there is no valid warranty on this non-working applianceI assert that the term for this is fraudulent sale of a used appliance represented as newThe unit was returned to the store by the previous customer with known is***s And yet it was back on the floor when it was sold to me several months laterIt was around this known defective unit that I built my kitchenThis is very significant to me because my desire is to have a kitchen in which all appliances matchAppliance Factory Response Appliance Factory: apologizes for not meeting *** [redacted] 's expectations.It is our sincere hope to make every customer a raving fan *** [redacted] purchased a one of a kind unit from our store but unfortunately the unit did not function properly [redacted] is a savy shopper and found an incredible deal on this one of a kind unitOne of a kind unit is not true and will be discussed laterUnit Review, Availability, Authorization to Deliver Appliance Factory: As stated unit was an F classWe found similar F class unit at another store and asked [redacted] to go inspect itDuring the re-selection process, [redacted] told store she would refuse the unit if deliveredSo we refused to deliver it and not waste everyone's timeThere were multiple visits by [redacted] and her daughter demanding a new fridge at the $paidUnit being a one of kind, there was only the option availableSummary:Three units were offered for replacement (it was not one of a kind)I approved all units offered for inspectionI did not reject any units.I never demanded a new fridge for $because at the time the business was offering to replace the unit and supplied three options which were all approved.Below is a quick summary of the multiple visits I made to review and authorize the units 1.Payment to purchase4/25Appliances delivered (refrigerator, microwave, range)Dishwasher on back order to be delivered later (and now needs to be refunded) – no delivery ever taken on this unitStore provided two serial numbers to inspect and approve Inspected and approved the new unit (since we were buying a new unit)We gave approval to Saleswoman Elka who relayed approval via telephone with Scott and/or TimElka tagged the unit with our name for deliveryManagement switched the pre-approved unit from #above to a different unit without informing us of the switchI went back out to store and discovered the switchI told the manager I believed this constituted bait and switch since we weren’t communicated withI expressed displeasure with them not communicating with me [redacted] inspects and gives approval to unit switched out by management [redacted] , the manager, told me to come down and sign a receipt approving delivery [redacted] signed approval receipt for delivery.Attached to this complaint) [redacted] noticed number of unit to be delivered on authorization receipt was different than the serial number [redacted] called the store to get clarification [redacted] (store manager) got angry and said she didn’t want to do business with us, and she was going to cancel delivery(receipt had model number but not serial number for specific unit)Cancelled for asking questions? And it seemed like every time I tried to ensure serial number for specific unit I was rebuffedNever once did we go in demanding a new unit because we thought we were getting oneThis was the last interaction [redacted] had with [redacted] the managerI never did have an argument with herAlthough I did tell her strongly that I did not appreciate the switched out unit without communicating with me We have been without a refrigerator for a month now Visits to the Store Factory Outlet: Their visits became confrontational, abusive and threateningAt one point, after refusing to leave our store, manager was instructed to call policeThis is simply not true My daughter has a great way with people and manages to get allies wherever she isI put this comment in the same untrue basket the store is using aboveSo totally untruePlus, I never had any altercation with the managerI never demanded the replacement as asserted above, but I did however just expect itMy daughter expressed growing frustration trying to work with [redacted] (the manager)She has affixed her version of eventsDecline of Business Factory Outlet: Based on this report, we decided not to continue to due business with [redacted] and asked to refund her entire sales so she could purchase somewhere elseFactory Outlet did not ask to refund my entire saleIf they had, this dispute would be overBut they only offered to refund for the refrigerator, not the full kitchen appliance suiteRefund the entire sale and I will be quietThe sale had already been processed through the buyer’s credit card companyAppliances had been deliveredFactory Outlet requested my credit card so they could process a refund on the refrigerator itself, not to refund the entire sale which I am asking forI continue to ask for refund of the entire saleThis will settle the disputeHaving a kitchen with the same brand appliances is extremely important to meThis is an important part of the settlementHow can you hold someone to a fraudulent sale? Factory outlet owes me a credit not only for the refrigerator but for the dishwasher that was not deliveredIn addition, I believe they owe me a credit for the entire kitchen suite including the microwave and the range as the purchase of those appliances was based on a fraudulent sale by that company representing the refrigerator as new when it was usedI do not plan to buy [redacted] now at all but I still want a brand cohesive kitchen in face of known is***sIn short I believe I am entitled to a credit for the entire saleI was cooperative through the process but Factory Outlet would like to paint me and my daughter as a difficult customersThis is absolutely not trueI am rejecting this as I have all alongThey only want to refund refrigerator not the appliances bought along with the fraudulent saleI have rejected this offer from the beginningI should not be held accountable for upholding the other terms of a fraudulent saleThey should be refunding the entire amount.Sincerely, [redacted] Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 9, 2015/08/19) */ I am very sorry for the confusion with your purchaseOriginally the discover dispute was filed and no payment was refundedAfter checking our records your discover dispute was never awardedWe are refunding you the complete purchase price as of 8/19/Once again I am very sorry for the mix up Initial Consumer Rebuttal / [redacted] (3000, 15, 2015/08/31) */ From: [redacted] Sent: Friday, August 28, 1:PM To: [redacted] Subject: Case no XXXXXXXX for appliance factory Dear [redacted] AS of now we have not received our money back from the appliance factory or credit on our discover cardI just spoke to discover customer manager and he is reviewing furtherWe have not accepted the delievery of refrigerator as it had more damages than shown in show roomThe freege never entered my housePlhelp me in getting my money back Thanks [redacted] Final Consumer Response / [redacted] (2000, 18, 2015/09/29) */ From: [redacted] Sent: Monday, September 28, 8:PM To: [redacted] Subject: Re: Case no [redacted] for appliance factory [redacted] after I wrote letter about legeal action, I got my money backplclose the case Thanks [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 6, 2015/11/19) */ I apologize that Appliance Factory and Mattress Kingdom has not met your expectations in this transactionI appreciate you getting back to me with the serial number for the washerIn your complaint you stated that you had a qc form with an F ratingI was hoping that you could email me a copy of the form so that I can work to resolve this issue for youThe email address is ***@appliancefactory.com Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have sent the copy of the QC form that came with the appliance to the email address indicated above (***@appliancefactory.com) I am also including the QC form here Final Business Response / [redacted] (4000, 12, 2015/12/02) */ Appliance Factory & Mattress Kingdom sincerely apologizes we have not meeting your expectations! We make every attempt to set proper expectations with our customers and have processes set up ensure satisfactionFor example, all customers have final right of refusal upon inspection of any Out of Box products prior to taking ownership and acknowledge acceptance by signing off they have fully inspected unit and are satisfied with product and installation of productIn this case, an agent set by the consumer signed and accepted the productWasher is still in use by consumer.The condition of product was clearly communicated to consumer and quality control form consumer has provided to the Revdex.com clearly shows its considered an A- condition with Front Very Minor Scratches/ Top Very Minor Scratches/ Right Dent & Scratch/ Left Dent & ScratchAt this point, Appliance Factory is at an impasse [redacted] consumerWe [redacted] continue to help consumer and Manufacturer address any performance issues with unit, now and in the future, to ensure is functioning as designedConsumer has full Manufacturer's limited warrantyAgain, we sincerely apologize for not meeting your expectations Final Consumer Response / [redacted] (2000, 20, 2015/12/23) */ From: [redacted] Sent: Monday, December 14, 6:PM To: [redacted] mgr; [redacted] Subject: Re: Washer Replacement The washer was delivered today and it was in unopened boxI inspected it myself and there was no scratches or dents It was installed and operational when the delivery left I would assume that you have already charged the $difference on the credit card I provided you I will request the Revdex.com to remove my complain as agreed [redacted]
April 22, Denver/Boulder Revdex.com Cherokee Street Denver, CO Attn: Stephanie Sudduth RE: [redacted] Case# [redacted] MsStephanie Sudduth, Thank you for forwarding the letter to us from Ms [redacted] The letter stated she did not complete the repair and was charged a restocking fee I have investigated the issues and reviewed the service We received a request for service on a Maytag dishwasher stating the unit was unresponsive on 04/13/ The service call was scheduled for 04/15/and consumer was informed we charge $for the trip and diagnosisOn 04/15/the technician diagnosed a defective panel The consumer was provided a repair cost of $ Consumer accepted the quote for parts and labor and provided a required down payment She paid $on her credit card Ms [redacted] called in on 04/19/at 7:42am to check the ETA of the part, we informed her that our parts vendor provided an ETA of 04/25/ Consumer stated would call us backMs [redacted] called in on 04/19/at 8:49am and requested the service be canceled Ms [redacted] was informed the charge would be the trip and diagnosis, $64.95, plus a 25% restocking fee for the part, $ On 04/19/at 12:44pm we received the part and called the consumer to see if she wanted to continue service, she deniedMr [redacted] called in on 04/20/16, we reviewed our service policies and the fees associated with service request He requested a receipt Receipt was mailed to him on 04/22/Ms [redacted] was informed of our service policies at time of diagnosis, this was acknowledged and evidenced by the down payment of $for parts and service Ms [redacted] was provided a $refund to her credit cardI apologize for any inconvenience this has caused Ms [redacted] Brand Source Services continues to refine and update it’s policies and procedures to provide the customer with above satisfactory service Sincerely, Merlyn Ballou Brand Source Services
We are sorry that we did not meet Mrs [redacted] expectations for the delivery of her cook top as of 9/12/we have agreed to refund in full A call was placed to Mrs [redacted] yesterday seeking her credit card number so that we can proceed and as of 8:am on 9/13/that call has not been returned We look forward to closing out this matter[redacted] Store Manager Appliance Factory and Mattress Kingdom Parker, CO
Tell us why here...To whom it may concern:Investigating this situation with KitchenAid, has revealed that the dishwasher has only had one service call on it The authorized servicer, Columbine Appliance, was out on 3/14/for a service call on the spray arms not having spray pressure Notes from the servicer to KitchenAid state that they replaced motor and pump and that the unit tested properly As the unit is still within the year, manufacturer's warranty, KitchenAid is the holder of the warranty and their terms and conditions are what Appliance Factory is contractually bound to for service related issues KitchenAid requires a completed services before they will investigate and determine if they will issue a return authorization Purchase of Appliance Factory's extended service plan would have no impact on this situation, as the issue the customer is reported to have is one that is covered by KitchenAid within their standard manufacturer's warranty This is not a scenario in which Appliance Factory has any standing on the exchange process for the dishwasher The unit was purchased from Appliance Factory on 9/28/for $as an Out of Box unit and carries the full year manufacturer's warranty through KitchenAid that a sealed in box unit would If the customer is having ongoing issues following the service call from Columbine Appliance, KitchenAid will set up an additional service appointment(s) and resolve the situation It is only at the discretion of KitchenAid that this unit can be deemed non repairable The information provided to Appliance Factory is that the dishwasher was serviced and repaired, to full working order, during the service call by Columbine Appliance Appliance Factory can help facilitate the scheduling of a new service call or the customer can schedule directly on line with KitchenAid at www.kitchenaid.com
We have not received [redacted] 's court filed complaint; however, she has clearly indicated to us (as she has to the Revdex.com) that she has counsel and is filing the lawsuitAs such, our counsel [redacted] *** ( [redacted] ), has instructed us to have no further communications with the customer This, as the Revdex.com is aware, is standard precautionary measure that our company is taking to not expose the company to liability As we explained in our response, we have communicated with [redacted] to attempt to resolve the matter without litigation, but now she has clearly indicated she is filing suit through her counsel Please feel free to contact Mr [redacted] with any further questions[redacted] *** * [redacted] * * ** [redacted] [redacted] ** [redacted] * [redacted]
Complaint: [redacted] I am rejecting this response because:the store contacted me and promised to call back no later than Monday 2/to confirm the handle had been ordered They did not call back and my call to them was not returnedThis pathetic and unprofessional communication has been the problem for months: - promising to order the part but never confirming the order or initiating contact with methe time has passed to replace the handle and is now like the unit replaced Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Good day,The salesman that sold us the freezer made numerous claims that our food would be coveredNot just a mere $per cubic foot as promisedWe did attempt to make a claim as directed by the business and we have been unable to make any headway as of yetWe havn't even received a response from the "claim company"We did receive a "new"used unit that is currently working and we are thankful for that, but during the install of the unit one of the install people walked on and over our counter top / bench and broke it from the wallWhen asked about that he just shrugged it offWe are also unsure of the status of the warranty that we had and purchasedWe have been unable to get any straight answers from the company in regards to almost anythingTo summarize the situation upWe have a "new"used unit in and it's workingWe have a broken counter top / bench nowWe are unsure of the warranty status of the unitSome very basic answers and communication would be niceIt has taken them almost days to respond to just this request and we have yet to receive and direction from them in regards to our concerns directly Sincerely, [redacted] ***
We are sorry that we have not met Mr [redacted] delivery expectations due to the snowstormWe have no other option at this time than to deliver the product next Tuesday, 4/We have offered to refund the delivery fees to Mr [redacted] and deliver on Tuesday, but he does not deem this as an acceptable resolutionIt seems we are not able to fulfill Mr [redacted] expectations at this time
July 5, Denver/Boulder Revdex.com [redacted] Denver, [redacted] Attn: [redacted] RE: [redacted] Ms [redacted] , Thank you for forwarding the letter to us from Ms [redacted] *** The letter stated she is requesting service be completed and the $she has paid be credited toward the final amount I have investigated the issues and reviewed the service We received a request for service on a [redacted] refrigerator out of warranty stating the unit had an unattached button on 05/16/ The service call was scheduled for 05/18/and consumer was informed we charge $for the trip and diagnosis On 05/18/the technician diagnosed a defective dispenser assembly Ms [redacted] informed the technician she was expecting him to bring the part and she would not pay because he did not have the part with him She requested the technician have the office send a bill Billing letter in the amount of $was sent to [redacted] *** Ms [redacted] called in on 06/09/requesting to continue service and waive the $ Ms [redacted] was called back, a message was left stating we would not proceed with any additional service until any open balances had been clearedIf she continued with the repair, the $when paid would be applied toward the final billing Ms [redacted] called in on 06/16/and paid $with her credit card The part was ordered and service is scheduled for 07/08/ At this time, this is an active open service call, once parts are received the service will be scheduled and completed The $will be applied toward the final balance I apologize for any inconvenience this has caused Ms [redacted] *** Brand Source Services continues to refine and update it’s policies and procedures to provide the customer with above satisfactory service Sincerely, [redacted] Brand Source Services
December 29, Denver/Bou*der Revdex.com [redacted] Denver, CO Attn: [redacted] RE: [redacted] Case# [redacted] Ms [redacted] , Thank you for forwarding the *etter to us from Mr [redacted] The *etter stated that his unit was not repaired and he wants an additiona [redacted] amount paid to him in the amount of $stating unit was damaged beyond repair I have investigated the issues and reviewed the service We received a request for service on a *G refrigerator, purchased 04/11/2011, the unit was not coo*ing The technician arrived on site on 7/31/15, he diagnosed a fau*ty compressor, informed consumer *abor charge wou*d be $450.00, parts were covered by *G *imited WarrantyMs [redacted] dec*ined repair and paid $for trip and diagnosis Mr [redacted] ca**ed in 08/07/15, stated wanted to go forward with repair and requested we order partsContacted *G and ordered partsOn 08/12/15, I spoke with Mr [redacted] informed him we had received parts and schedu*ed service for 08/14/ Mr [redacted] ca**ed in 08/14/in the AM and requested we *ower our *abor charge, informed him we wou*d not, he requested the owner's name, provided, he chose to continue serviceTechnician insta**ed parts sent by *GConsumer was charged $395.00, The $trip and diagnosis was app*ied from previous, for a tota [redacted] of $Unit began to coo* Mr [redacted] ca**ed in 08/18/stated unit was not coo*ingSchedu*ed service for 08/19/Technician contacted *G tech support from home, diagnosed *G had supp*ied the wrong compressor*G informed they wou*d send correct compressorUnit was repairab*e, not damaged beyond repair I spoke with Mr [redacted] on 08/20/15, he requested a fu [redacted] refund, informed I wou*d review and ca [redacted] him backI ca**ed Mr [redacted] on 08/21/15, informed him we wou*d provide a fu [redacted] refundMr [redacted] requested a fu [redacted] refund and we comp*ete the service, informed him we wou*d provide the refund or the repair I ca**ed Mr [redacted] on 08/28/15, he stated he had decided on the refund On 09/01/15, I responded to a comp*aint Mr [redacted] had registered with *G, informed *G that consumer had requested the repair at no cost and a fu [redacted] refundWe had provided a fu [redacted] refund per his decision Mr [redacted] requested a fu [redacted] refund, a fu [redacted] refund was providedThe unit was repairab*e*G chose to provide Mr [redacted] a credit for his unitWe consider this to be a c*osed case I apo*ogize for any inconvenience this has caused Mr [redacted] [redacted] continues to refine and update it's po*icies and procedures to provide the customer with above satisfactory service Sincere*y, [redacted]
We are sorry to hear about this situation and apologize for the delay in responding back to Ms [redacted] on this complaintWe have been trying to reach Ms [redacted] via phone to resolve the matter and will update once we have reached a resolution