I spoke with guest [redacted] today and we have agreed that we will order the new handle and have brand source go out and install at no charge. Anthony store 10
Dear Mr. [redacted], I would like to apologize for not meeting your expectations during your purchasing process at our Warehouse sale. Appliance Factory prides ourselves on customer service and know we did not live up to that expectation. After speaking with you on the phone, we have come to...
a resolution to delivery and install your products on 10/15/16 for no additional charge. You have my name and number so you can follow up after install to ensure me everything was done to your satisfaction. If you need anything else please feel free to give me a call. Again, I sincerely apologize for not meeting all of your expectations and will follow through to make sure all goes well. [redacted]Regional ManagerAppliance Factory
This is the same exchanges that we have had with Mr. [redacted] via email and in visits to his home prior to him choosing this forum to continue this alleged issue . We thoroughly investigated his allegations and communicated to him what our findings were.
We have had multiple communications with Mr. [redacted] in regards to this alleged incident. Our technicians do not perform the function he alleges that caused the damage as they all use a specific tool to do so. We never suggested that Mr. [redacted] was dishonest rather we explained why we...
Initial Business Response /* (1000, 6, 2015/11/18) */
I am sorry, and have apologized to this customer, that we did not meet his expectations on our first try. Providing the best customer service possible is our top priority. The customer expressed concern about other company's inabilities to...
deliver to his mountain home, so we sent a small, 24ft truck to make his delivery but could not navigate his driveway, even with the smaller truck. We returned as soon as we could with a van we had to specially equip and successfully completed his delivery. Upon installation however, the installer had trouble with the customer's gas line and out of safety concerns recommended the customer speak with a certified plumber. Safety is also a top priority. To be sure it was not an issue we could not fix considering this customer's experience thus far, we returned to the customer's home with a supervisor and completed the installation. As it turned out, the customer's gas flow was just unusually slow. Because the customer's experience did not represent the service experience we strive to provide and inconvenienced him, we not only refunded the $275 delivery charge on 11/18/15, we increased his refund to $350 to express our sincerity. The customer is not paying for any of the services he was dissatisfied with. The customer has confirmed that all of his appliances now work great! Unfortunately, we are still at an impasse.
Complaint: [redacted]
I am rejecting this response because: I am glad you are going to look at how you train your employees, but I was told by district manager [redacted] that they would return the $100 restocking fee plus the $60.14 over charge which they could not explain how it happened. After [redacted] and I hung up the phone I continued with my Revdex.com and [redacted] review. I received a call from [redacted] after he saw my review saying "I thought everything was cool since I returned the $160.14 to you($60.14 was 100% mine anyway) But I guess not" So I still have not seen the $160.14 returned to my account so my best guess would be he canceled the return since I gave them a bad review. So now I believe we have and additional issue. I will look forward to your reply
Sincerely,
[redacted]
Hi [redacted], I'm sorry for the inconvenience this situation has cause you and for the delay in issuing the refund. I believe that Todd, the manager has reached out to you as well and issued the refund. If there is anything else we can help you with, please let us know. Again, we apologize for the...
delay and hope that this resolution is satisfactory. Thank you![redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because:First of all the original response after numerous calls from my wife and me were being ignored. They would not return our calls. When they did, the only thing they said was they were sorry and there was nothing they could do. Eventually they advised us to call **. That is when ** said they could not service us until Friday May 18. We constantly asked about all the food that we were loosing and at first they said they were sorry. Eventually they told us that would be up to ** if any food would be replaced. This was not disclosed to us until we constantly called and actually pressured them to respond. They obviously don’t back their products.This is the worst customer service I have ever experienced.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. [redacted] worked with me to make an exchange happen for another brand as I didn't feel comfortable with the same one. I appreciate his efforts in getting this resolved in a timely manner and getting the exchange done quickly also, which will be this Wednesday 6/7/17.
Sincerely,
[redacted]
July 5, 2016 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 $64.95 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 ** refrigerator out of warranty stating the unit had an unattached button on 05/16/16. The service call was scheduled for 05/18/16 and consumer was informed we charge $64.95 for the trip and diagnosis. On 05/18/16 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 $64.95 was sent to [redacted]. Ms. [redacted] called in on 06/09/16 requesting to continue service and waive the $64.95. Ms. [redacted] was called back, a message was left stating we would not proceed with any additional service until any open balances had been cleared. If she continued with the repair, the $64.95 when paid would be applied toward the final billing. Ms. [redacted] called in on 06/16/16 and paid $64.95 with her credit card. The part was ordered and service is scheduled for 07/08/16. At this time, this is an active open service call, once parts are received the service will be scheduled and completed. The $64.95 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
Tell us why Dear Revdex.com:The customer [redacted] accurately states in her complaint that she has, "now contacted an attorney and will be pursuing them for every potential cent of damages." Accordingly, we (Appliance Factory) have no choice but to handle this as a legal matter we look forward to...
our day in court.[redacted], who also uses the alias [redacted], has contacted many different parts of our company, including our claims department. Our claims department reviewed [redacted] [redacted] claim. Her claim shows she initially submitted her water damage claim to her own homeowners insurance, not us. Her own insurance denied her claim finding that her son caused the leak by attempting to alter plumbing in the house. Given that information, our claims department asked [redacted] for photographic or other documentary evidence showing we, not her son, caused the water damage. [redacted] provided no such evidence. As such, we denied her claim.Since we have denied her claim, she has used alternating aliases to pepper social media and consumer organizations like the Revdex.com with negative reviews and unfounded statements. We are not sure why [redacted] would do this pending litigation, but we believe this is because she has no evidence we caused the water damage and is trying to extort payment from us. She has also stated she has reported us to the [redacted] Attorneys General's office; the Attorneys General's office has taken no action.As [redacted] states, she has retained counsel. As such, we consider this to be a legal matter; a matter that as explained above, we have tried to resolve without litigation. We have done all we can and now we look forward to our day in court.here...
Initial Business Response /[redacted]/
I apologize that you are not satisfied that Appliance Factory Outlet cannot take your product back for an exchange. Company policy states that once an appliance has been install it is "used" at that point. We cannot take back used appliances. ...
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
The salesman blatantly lied about the product and it does not perform as should. Saying that they won't exchange the product shows that they support and encourage a lack of ethics in their sales force.
Final Business Response /[redacted]/
Appliance Factory apologizes for not meeting [redacted]'s expectations. Refrigerators do not have a dedicated cooling mechanisms for water dispensers. Water temperature is completely dependent on water temperature from the home which is aided by the refrigerator as water passes [redacted] the line. Unfortunately, Appliance Factory cannot take back a used unit that is functional based on customer satisfaction. Frigidaire states the unit is functioning properly. Again, there is not a brand available that provides dedicated cooling to water dispenser. Appliance Factory has sold 1000's on these models without exception. Under these circumstances, Appliance Factory apologizes, but is at an impasse [redacted] our customer.
Dear Veronica, The store manager at the location you purchased from has contacted you to let you know we have set up for a new dryer to be delivered/exchanged this Friday. Please contact the store if you need anything else. Thank you.
[redacted], I would like to thank you for shopping with Appliance Factory and I apologize that your experience with us did not meet your expectations. I have talked to our delivery dept and they let me know that the cord for your refrigerator is on order. As soon as we get the...
cord in, they will be out to install it, as well as level the refrigerator. Again I am sorry for any inconvenience this may have cost you and we look forward to taking care of this issue.[redacted]Store Manager
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]
Appliance Factory apologizes for not meeting [redacted]'s expectations. We strive to provide excellent customer service to every customer. It is unfortunate [redacted] denied our request for a return authorization. We will continue to fight with [redacted] management to take care of this unit. In the...
meantime, we have processed a return of the unit and will be out to collect/refund your purchase. Again, Appliance Factory sincerely apologizes for the inconvenience.
My name is [redacted], District manager for A Affordable used appliances. The complaint was registered against Appliance factory Outlet/Mattress Kingdom. They do not sell the used appliances. My dept, A affordable used appliances sold this fridge to this customer. We sell...
reconditioned used appliances. The warranty is as follows. 30 day replacement warranty. Which means if the appliance has any issues within the 30 days from the purchase date, we swap it for another. We also offer an 11 month replacement warranty for $50. All of this Info is given to the customer before the purchase is made. We have our damage claim representative looking into this matter. We are in contact with the customer now and will resolve any issues moving forward. Our customers are our primary concern.
Appliance Factory apologizes for not meeting Mrs [redacted] expectations. We have worked hard to resolve her issue. We often have issues with customers old plumbing and in this instance the irregular length of water line we needed to send a more specialized team. We are happy to hear the customer has...
resolved their issue. A refund for the amount of $250 has processed on their account which is more then what was paid for parts and services. Again, we sincerely apologize for not meeting expectations. At this point, Appliance Factory considers this issue resolved.
Initial Business Response /* (1000, 6, 2015/09/17) */
The customer purchased a brand new refrigerator and with that unit comes a 1 year manufacture waranty. Just like with a brand new car once it is driven off the lot the manufacture requires the product to be serviced. I reached out to the...
manufacture to see if we could get an exception made. The manufacture refused and is requiring the product to be serviced. As to the damage on the fridge our customer have and oportunity to refuse products at the time of the delivery no mention of extra damage was made until the call about the unit not working. Service was out on Monday and the part was available the following day. At this point we are able to have the refrigerator serviced and if that repair does not work we can look into the next steps.
I spoke with guest [redacted] today and we have agreed that we will order the new handle and have brand source go out and install at no charge. Anthony store 10
Dear Mr. [redacted], I would like to apologize for not meeting your expectations during your purchasing process at our Warehouse sale. Appliance Factory prides ourselves on customer service and know we did not live up to that expectation. After speaking with you on the phone, we have come to...
a resolution to delivery and install your products on 10/15/16 for no additional charge. You have my name and number so you can follow up after install to ensure me everything was done to your satisfaction. If you need anything else please feel free to give me a call. Again, I sincerely apologize for not meeting all of your expectations and will follow through to make sure all goes well. [redacted]Regional ManagerAppliance Factory
This is the same exchanges that we have had with Mr. [redacted] via email and in visits to his home prior to him choosing this forum to continue this alleged issue . We thoroughly investigated his allegations and communicated to him what our findings were.
We have had multiple communications with Mr. [redacted] in regards to this alleged incident. Our technicians do not perform the function he alleges that caused the damage as they all use a specific tool to do so. We never suggested that Mr. [redacted] was dishonest rather we explained why we...
couldn't have caused this issue.
Initial Business Response /* (1000, 6, 2015/11/18) */
I am sorry, and have apologized to this customer, that we did not meet his expectations on our first try. Providing the best customer service possible is our top priority. The customer expressed concern about other company's inabilities to...
deliver to his mountain home, so we sent a small, 24ft truck to make his delivery but could not navigate his driveway, even with the smaller truck. We returned as soon as we could with a van we had to specially equip and successfully completed his delivery. Upon installation however, the installer had trouble with the customer's gas line and out of safety concerns recommended the customer speak with a certified plumber. Safety is also a top priority. To be sure it was not an issue we could not fix considering this customer's experience thus far, we returned to the customer's home with a supervisor and completed the installation. As it turned out, the customer's gas flow was just unusually slow. Because the customer's experience did not represent the service experience we strive to provide and inconvenienced him, we not only refunded the $275 delivery charge on 11/18/15, we increased his refund to $350 to express our sincerity. The customer is not paying for any of the services he was dissatisfied with. The customer has confirmed that all of his appliances now work great! Unfortunately, we are still at an impasse.
Complaint: [redacted]
I am rejecting this response because: I am glad you are going to look at how you train your employees, but I was told by district manager [redacted] that they would return the $100 restocking fee plus the $60.14 over charge which they could not explain how it happened. After [redacted] and I hung up the phone I continued with my Revdex.com and [redacted] review. I received a call from [redacted] after he saw my review saying "I thought everything was cool since I returned the $160.14 to you($60.14 was 100% mine anyway) But I guess not" So I still have not seen the $160.14 returned to my account so my best guess would be he canceled the return since I gave them a bad review. So now I believe we have and additional issue. I will look forward to your reply
Sincerely,
[redacted]
Hi [redacted], I'm sorry for the inconvenience this situation has cause you and for the delay in issuing the refund. I believe that Todd, the manager has reached out to you as well and issued the refund. If there is anything else we can help you with, please let us know. Again, we apologize for the...
delay and hope that this resolution is satisfactory. Thank you![redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because:First of all the original response after numerous calls from my wife and me were being ignored. They would not return our calls. When they did, the only thing they said was they were sorry and there was nothing they could do. Eventually they advised us to call **. That is when ** said they could not service us until Friday May 18. We constantly asked about all the food that we were loosing and at first they said they were sorry. Eventually they told us that would be up to ** if any food would be replaced. This was not disclosed to us until we constantly called and actually pressured them to respond. They obviously don’t back their products.This is the worst customer service I have ever experienced.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. [redacted] worked with me to make an exchange happen for another brand as I didn't feel comfortable with the same one. I appreciate his efforts in getting this resolved in a timely manner and getting the exchange done quickly also, which will be this Wednesday 6/7/17.
Sincerely,
[redacted]
July 5, 2016 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 $64.95 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 ** refrigerator out of warranty stating the unit had an unattached button on 05/16/16. The service call was scheduled for 05/18/16 and consumer was informed we charge $64.95 for the trip and diagnosis. On 05/18/16 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 $64.95 was sent to [redacted]. Ms. [redacted] called in on 06/09/16 requesting to continue service and waive the $64.95. Ms. [redacted] was called back, a message was left stating we would not proceed with any additional service until any open balances had been cleared. If she continued with the repair, the $64.95 when paid would be applied toward the final billing. Ms. [redacted] called in on 06/16/16 and paid $64.95 with her credit card. The part was ordered and service is scheduled for 07/08/16. At this time, this is an active open service call, once parts are received the service will be scheduled and completed. The $64.95 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
Tell us why Dear Revdex.com:The customer [redacted] accurately states in her complaint that she has, "now contacted an attorney and will be pursuing them for every potential cent of damages." Accordingly, we (Appliance Factory) have no choice but to handle this as a legal matter we look forward to...
our day in court.[redacted], who also uses the alias [redacted], has contacted many different parts of our company, including our claims department. Our claims department reviewed [redacted] [redacted] claim. Her claim shows she initially submitted her water damage claim to her own homeowners insurance, not us. Her own insurance denied her claim finding that her son caused the leak by attempting to alter plumbing in the house. Given that information, our claims department asked [redacted] for photographic or other documentary evidence showing we, not her son, caused the water damage. [redacted] provided no such evidence. As such, we denied her claim.Since we have denied her claim, she has used alternating aliases to pepper social media and consumer organizations like the Revdex.com with negative reviews and unfounded statements. We are not sure why [redacted] would do this pending litigation, but we believe this is because she has no evidence we caused the water damage and is trying to extort payment from us. She has also stated she has reported us to the [redacted] Attorneys General's office; the Attorneys General's office has taken no action.As [redacted] states, she has retained counsel. As such, we consider this to be a legal matter; a matter that as explained above, we have tried to resolve without litigation. We have done all we can and now we look forward to our day in court.here...
Initial Business Response /[redacted]/
I apologize that you are not satisfied that Appliance Factory Outlet cannot take your product back for an exchange. Company policy states that once an appliance has been install it is "used" at that point. We cannot take back used appliances. ...
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
The salesman blatantly lied about the product and it does not perform as should. Saying that they won't exchange the product shows that they support and encourage a lack of ethics in their sales force.
Final Business Response /[redacted]/
Appliance Factory apologizes for not meeting [redacted]'s expectations. Refrigerators do not have a dedicated cooling mechanisms for water dispensers. Water temperature is completely dependent on water temperature from the home which is aided by the refrigerator as water passes [redacted] the line. Unfortunately, Appliance Factory cannot take back a used unit that is functional based on customer satisfaction. Frigidaire states the unit is functioning properly. Again, there is not a brand available that provides dedicated cooling to water dispenser. Appliance Factory has sold 1000's on these models without exception. Under these circumstances, Appliance Factory apologizes, but is at an impasse [redacted] our customer.
Dear Veronica, The store manager at the location you purchased from has contacted you to let you know we have set up for a new dryer to be delivered/exchanged this Friday. Please contact the store if you need anything else. Thank you.
[redacted], I would like to thank you for shopping with Appliance Factory and I apologize that your experience with us did not meet your expectations. I have talked to our delivery dept and they let me know that the cord for your refrigerator is on order. As soon as we get the...
cord in, they will be out to install it, as well as level the refrigerator. Again I am sorry for any inconvenience this may have cost you and we look forward to taking care of this issue.[redacted]Store Manager
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]
Appliance Factory will provide full refund the DOA refrigerator and delivery charges.
Appliance Factory apologizes for not meeting [redacted]'s expectations. We strive to provide excellent customer service to every customer. It is unfortunate [redacted] denied our request for a return authorization. We will continue to fight with [redacted] management to take care of this unit. In the...
meantime, we have processed a return of the unit and will be out to collect/refund your purchase. Again, Appliance Factory sincerely apologizes for the inconvenience.
My name is [redacted], District manager for A Affordable used appliances. The complaint was registered against Appliance factory Outlet/Mattress Kingdom. They do not sell the used appliances. My dept, A affordable used appliances sold this fridge to this customer. We sell...
reconditioned used appliances. The warranty is as follows. 30 day replacement warranty. Which means if the appliance has any issues within the 30 days from the purchase date, we swap it for another. We also offer an 11 month replacement warranty for $50. All of this Info is given to the customer before the purchase is made. We have our damage claim representative looking into this matter. We are in contact with the customer now and will resolve any issues moving forward. Our customers are our primary concern.
Appliance Factory apologizes for not meeting Mrs [redacted] expectations. We have worked hard to resolve her issue. We often have issues with customers old plumbing and in this instance the irregular length of water line we needed to send a more specialized team. We are happy to hear the customer has...
resolved their issue. A refund for the amount of $250 has processed on their account which is more then what was paid for parts and services. Again, we sincerely apologize for not meeting expectations. At this point, Appliance Factory considers this issue resolved.
Initial Business Response /* (1000, 6, 2015/09/17) */
The customer purchased a brand new refrigerator and with that unit comes a 1 year manufacture waranty. Just like with a brand new car once it is driven off the lot the manufacture requires the product to be serviced. I reached out to the...
manufacture to see if we could get an exception made. The manufacture refused and is requiring the product to be serviced. As to the damage on the fridge our customer have and oportunity to refuse products at the time of the delivery no mention of extra damage was made until the call about the unit not working. Service was out on Monday and the part was available the following day. At this point we are able to have the refrigerator serviced and if that repair does not work we can look into the next steps.