Dear Mr [redacted] , I would like to apologize for not meeting your expectations during your purchasing process at our Warehouse saleAppliance Factory prides ourselves on customer service and know we did not live up to that expectationAfter speaking with you on the phone, we have come to a resolution to delivery and install your products on 10/15/for no additional chargeYou have my name and number so you can follow up after install to ensure me everything was done to your satisfactionIf you need anything else please feel free to give me a callAgain, I sincerely apologize for not meeting all of your expectations and will follow through to make sure all goes well [redacted] ***Regional ManagerAppliance Factory
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 [redacted] said they could not service us until Friday May 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 [redacted] if any food would be replaced This was not disclosed to us until we constantly called and actually pressured them to respondThey obviously don’t back their products.This is the worst customer service I have ever experienced Sincerely, [redacted]
Initial Business Response / [redacted] (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.
This matter has been resolved with Mr [redacted] and the District ManagerWe apologize to Mr [redacted] for any inconvenience and appreciate his business!
To whom it may concern,After looking into this Appliance Factory is not responsible for the malfunctioning of the [redacted] LDF5545ST dishwasherAfter looking into the details the customer the unit delivered on 11/17/and my system does not show one of our certified techs installing the unitAdditionally Ms*** did not purchase an extended performance plan from either us nor **This unit comes with a year limited manufacturers warranty which we are well past that so the manufacturer is not responsible after that timeI have taken the liberty of reaching out to ** direct to see if they can be of any assistance to Ms*** and resolving the issue.Thank you,Lonnie H [redacted] Store ManagerAppliance Factory & Mattress KingdomGarden of the GodsColorado Springs, CO 80907719-593-
Customer has agreed to keep the range, understands our policies, and has paid for a trim kit to go on the sides of the range as an accessory as of our last discussion
Dear [redacted] ***, We have been made aware that [redacted] has spoken with you to address all remaining issuesThe refrigerator and your washer are all set and per the conversation you had with [redacted] the $will be taken care of, in addition the and year major components have been addedWe hope this resolves all remaining issues and/or concerns you hadIf you require anything or have any questions please feel free to contact usThank you
Mrs [redacted] having her microwave installed today, Her wall oven comes into the warehouse today and she is set for install on that this Monday, We have agreed to wave the $trip charge for each visit and have also given her a new in box oven at the same price she paid for the out of box unit she originally boughtAfter talking to MrsLewis today, she is happy and all her issues have been addressed and taken care of for her
Appliance Factory apologizes for not meeting Mrs [redacted] expectationsWe have worked hard to resolve her issueWe often have issues with customers old plumbing and in this instance the irregular length of water line we needed to send a more specialized teamWe are happy to hear the customer has resolved their issueA refund for the amount of $has processed on their account which is more then what was paid for parts and servicesAgain, we sincerely apologize for not meeting expectationsAt this point, Appliance Factory considers this issue resolved
The microwave and range are being swapped out on 05/02/We have gotten the part they wanted for the dishwasher, that does not normally come with that model, and we have set up a service call for the dishwasherThis has been hard for the customer but we have taken care of this issue and we will refund all of the install fees as wellRespectfully, Steve P [redacted] Store Manager
I Spoke to *** on He has received his refrigerator and everything was installed correctlyHe does not have any current issues as I asked if the refrigeartor was working correctly and if he has any concerns he wanted to address with me regarding his sale as a store managerHe
said everything is fine and no issuesI mentioned that if he has any concerns he is more than welcome to reach out to me at the store and I'd be happy to help.*** ***Store Manager
We will be refunding Ms*** $for the original partBrand Source will be reaching out to Ms*** to continue with the refund. *** ***Customer Service ManagerAppliance Factory & Mattress Kingdom
The information provided in the first week of August was put under the information given to us (your wife’s phone number)When she had received the call the night before she then decided to cancel the appointment via the robo-call, since it was cancelled the technician did not go outI do see that
we got a technician out to you in a very timely manner after we were able to contact you; and it looks that the technician was able to fix the dryer on the first visit As for the concerns you have with *** at the store unfortunately, we are separate companies so I cannot speak on their behalfThank you and have a wonderful day
Where can I upload all the the pictures that clearly state my caseI have sent them to AF and they have not responded.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, assuming that my refund goes throughI visited *** on Sunday, returned the part, and he apparently refunded my cardAs of 8/30/at 9:am, that refund had still not shown up on my bank account, but I understand that these transactions can take a couple business daysI will keep you posted
Sincerely,
*** ***
Ms*** ***, Thank you for forwarding the rebuttal letter to us from Ms*** ***. The letter stated she did not accept our response and the work she was originally charged was never completed I spoke with Ms***, informed her we reviewed the service provided and acknowledge the callback work she was charged was covered by the initial service performed. The $charge was removed and she has a zero balance. She was agreeable to this resolution I apologized to Ms*** and informed her if there are any additional issues to contact me directly. Sincerely, *** *** Brand Source Services
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. The technician arrived within the time frame stated and was corrected and repaired in aprox minutes.
Sincerely,
*** ***-***
Initial Business Response /* (1000, 6, 2015/10/15) */
I apologize for the inconvenienceDid you ever mention to *** that you specifically wanted a unit with heated dry? There are MANY Dishwashers out there without heated dryThey are safer and more energy efficientIf you had specifically
mentioned that you wanted heated dry, we would have shown you a unit with heated dry
Every appliance we sell IS NEWwe do not sell any used or refurbished appliancesThe unit you purchased was simply a close-out model, but is brand new, never used, full warranty
Unfortunately, once an appliance has been installed and used, there are no returnsUnless the item is damaged or malfunctioning
The Bosch will dry the dishes, simply leave the door shut after the cycle to allow the water to condensate off of the dishes on to the stainless interior, this is how a Bosch driesSame as an LG, or a SamsungWe could have gotten you a Jennair for $
I you have any further questions, please call me at the store to discuss
thank you, have a great day
Initial Consumer Rebuttal /* (3000, 8, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I specifically told the salesman that I wanted to REPLACE the dishwasher I had with anotherThat implies SAMEMy unit was a JENN AIR with heated dry, so that right there tells him I want heated dryI am NOT familiar with any dishwashers whatsoever without heated dryNow I know that Bosch doesn't have heated dryI've looked at multiple dishwashers at *** and *** *** including Appliance Factory outlet and all of them have heated dry.....except the Bosch, which I found out after the factDo not put this on the customerIt is the salesman's job to identify which features the dishwashers have in order for me to make an INFORMED decision, INCLUDING if it is different from the JENN AIR I was replacing....seeing at it had heated dry and this one doesn'tDo not make assumptions in what customers know about appliancesThat is YOUR job to know all the appliances and TELL the customer
Also, this dishwasher is NOT newMy husband was told to his face this was a new dishwasherThere are gouges on the feet and a broken one (we do not fully install a DW until we've run it a couple of times to make sure it's going to work so there's NO WAY those gouges weren't there BEFORE we brought it home)It was also missing a screw and this dishwasher had the degree angle piece for the drain hose already on itNew dishwashers require you to purchase the kit that has that specific piece in it!
*** told me when they delivered my dishwasher this week to run it for a few days to make sure it works to my satisfaction, and either to return it if it doesn't or then send in the warranty cardAppliance stores DO take back appliances that customers are NOT happy with, except for youPLUS I wanted to purchase the JENN AIR from the Appliance Factory instead, yet they wouldn't even give me $$ for an exchangeI was going to spend an additional $in that store, but NO, they don't want it back or exchange it because it's NOT new! Good stores make customers happy; bad stores do things like this
Final Business Response /* (4000, 11, 2015/10/26) */
Again, I sincerely apologize for the inconvenienceWhile I understand that other places may accept returns, I simply do not have the provisions to do thisWe do NOT sell any used appliances, all of our appliances are newhowever, when you purchase a discounted floor display it may have some minor cosmetic blemishes, which is why the price had been marked downJust an FYI, there are several other top brands which do not have a heated dry, LG & Samsung
I hope that you enjoy the dishwasher that you purchased from *** and hope that it serves you well for many years to come
have a great day, we appreciate your feedback
Appliance Factory sincerely apologizes for not meeting your expectationsIt is our desire all of our customers are happy with their buying decisionAnthony Martin, store manager of Evans location has recently been in contact you and is making arrangements to correct this issueWe appreciate your patience in the matterWe will have this resolved to your satisfaction as soon as possibleAgain, we sincerely apologize for not meeting all of your expectations
Complaint: ***
I am rejecting this response because:Brand Source continues to deny any responsibility for the misinformation they gave me, which caused me to take the actions I didOn 4/I agreed to the service because the technician told me the part would be delivered on 4/and installed on 4/On 4/I canceled the service because the customer service rep told me the part would not be delivered until 4/25, a full week later than the technician told meOn neither occasion did the Brand Source employee inform me that there was ANY uncertainty about the timeframe in which the part would arriveThey both stated, unequivocally, that the part would be delivered at the time they told meI would NOT have canceled the service if I had known that the part might be delivered on that same day, which it wasDo not insinuate that I canceled the service once the part was deliveredI canceled only hours before the part was delivered, because of misinformation from Brand Source, for which Brand Source takes zero responsibilityMy dishwasher was fixed by another company in the three hours between my first phone call on 4/19, in which I was told my part would not be delivered until 4/25, and the second phone call on 4/19, in which I was told that my part was in fact already deliveredYes, it took another company three hours (from phone call to working dishwasher) to do what Brand Source couldn't accomplish in a weekBrand Source, if you don't have any idea when your parts will be delivered, tell your customers thatDon't feed them misinformation on multiple occasions until they become frustrated to the point of canceling the service, then misrepresent them as fickle while you abscond with their money.You consider the issue closed because you have my money, and that is all you care aboutYou have no concern for honest transactions and customer satisfactionThe many online reviews of your company corroborate my own experienceFor example, Yelp reviewers give you an average of of stars, though many reviewers lament that they cannot give you zero starsI only wish I had known that your integrity and competence was so deplorable before I let your technician in my door
*** ***
Dear Mr [redacted] , I would like to apologize for not meeting your expectations during your purchasing process at our Warehouse saleAppliance Factory prides ourselves on customer service and know we did not live up to that expectationAfter speaking with you on the phone, we have come to a resolution to delivery and install your products on 10/15/for no additional chargeYou have my name and number so you can follow up after install to ensure me everything was done to your satisfactionIf you need anything else please feel free to give me a callAgain, I sincerely apologize for not meeting all of your expectations and will follow through to make sure all goes well [redacted] ***Regional ManagerAppliance Factory
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 [redacted] said they could not service us until Friday May 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 [redacted] if any food would be replaced This was not disclosed to us until we constantly called and actually pressured them to respondThey obviously don’t back their products.This is the worst customer service I have ever experienced Sincerely, [redacted]
Initial Business Response / [redacted] (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.
This matter has been resolved with Mr [redacted] and the District ManagerWe apologize to Mr [redacted] for any inconvenience and appreciate his business!
To whom it may concern,After looking into this Appliance Factory is not responsible for the malfunctioning of the [redacted] LDF5545ST dishwasherAfter looking into the details the customer the unit delivered on 11/17/and my system does not show one of our certified techs installing the unitAdditionally Ms*** did not purchase an extended performance plan from either us nor **This unit comes with a year limited manufacturers warranty which we are well past that so the manufacturer is not responsible after that timeI have taken the liberty of reaching out to ** direct to see if they can be of any assistance to Ms*** and resolving the issue.Thank you,Lonnie H [redacted] Store ManagerAppliance Factory & Mattress KingdomGarden of the GodsColorado Springs, CO 80907719-593-
Customer has agreed to keep the range, understands our policies, and has paid for a trim kit to go on the sides of the range as an accessory as of our last discussion
Dear [redacted] ***, We have been made aware that [redacted] has spoken with you to address all remaining issuesThe refrigerator and your washer are all set and per the conversation you had with [redacted] the $will be taken care of, in addition the and year major components have been addedWe hope this resolves all remaining issues and/or concerns you hadIf you require anything or have any questions please feel free to contact usThank you
Mrs [redacted] having her microwave installed today, Her wall oven comes into the warehouse today and she is set for install on that this Monday, We have agreed to wave the $trip charge for each visit and have also given her a new in box oven at the same price she paid for the out of box unit she originally boughtAfter talking to MrsLewis today, she is happy and all her issues have been addressed and taken care of for her
Appliance Factory apologizes for not meeting Mrs [redacted] expectationsWe have worked hard to resolve her issueWe often have issues with customers old plumbing and in this instance the irregular length of water line we needed to send a more specialized teamWe are happy to hear the customer has resolved their issueA refund for the amount of $has processed on their account which is more then what was paid for parts and servicesAgain, we sincerely apologize for not meeting expectationsAt this point, Appliance Factory considers this issue resolved
The microwave and range are being swapped out on 05/02/We have gotten the part they wanted for the dishwasher, that does not normally come with that model, and we have set up a service call for the dishwasherThis has been hard for the customer but we have taken care of this issue and we will refund all of the install fees as wellRespectfully, Steve P [redacted] Store Manager
I Spoke to *** on He has received his refrigerator and everything was installed correctlyHe does not have any current issues as I asked if the refrigeartor was working correctly and if he has any concerns he wanted to address with me regarding his sale as a store managerHe
said everything is fine and no issuesI mentioned that if he has any concerns he is more than welcome to reach out to me at the store and I'd be happy to help.*** ***Store Manager
We will be refunding Ms*** $for the original partBrand Source will be reaching out to Ms*** to continue with the refund. *** ***Customer Service ManagerAppliance Factory & Mattress Kingdom
The information provided in the first week of August was put under the information given to us (your wife’s phone number)When she had received the call the night before she then decided to cancel the appointment via the robo-call, since it was cancelled the technician did not go outI do see that
we got a technician out to you in a very timely manner after we were able to contact you; and it looks that the technician was able to fix the dryer on the first visit As for the concerns you have with *** at the store unfortunately, we are separate companies so I cannot speak on their behalfThank you and have a wonderful day
Where can I upload all the the pictures that clearly state my caseI have sent them to AF and they have not responded.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, assuming that my refund goes throughI visited *** on Sunday, returned the part, and he apparently refunded my cardAs of 8/30/at 9:am, that refund had still not shown up on my bank account, but I understand that these transactions can take a couple business daysI will keep you posted
Sincerely,
*** ***
Ms*** ***, Thank you for forwarding the rebuttal letter to us from Ms*** ***. The letter stated she did not accept our response and the work she was originally charged was never completed I spoke with Ms***, informed her we reviewed the service provided and acknowledge the callback work she was charged was covered by the initial service performed. The $charge was removed and she has a zero balance. She was agreeable to this resolution I apologized to Ms*** and informed her if there are any additional issues to contact me directly. Sincerely, *** *** Brand Source Services
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. The technician arrived within the time frame stated and was corrected and repaired in aprox minutes.
Sincerely,
*** ***-***
Initial Business Response /* (1000, 6, 2015/10/15) */
I apologize for the inconvenienceDid you ever mention to *** that you specifically wanted a unit with heated dry? There are MANY Dishwashers out there without heated dryThey are safer and more energy efficientIf you had specifically
mentioned that you wanted heated dry, we would have shown you a unit with heated dry
Every appliance we sell IS NEWwe do not sell any used or refurbished appliancesThe unit you purchased was simply a close-out model, but is brand new, never used, full warranty
Unfortunately, once an appliance has been installed and used, there are no returnsUnless the item is damaged or malfunctioning
The Bosch will dry the dishes, simply leave the door shut after the cycle to allow the water to condensate off of the dishes on to the stainless interior, this is how a Bosch driesSame as an LG, or a SamsungWe could have gotten you a Jennair for $
I you have any further questions, please call me at the store to discuss
thank you, have a great day
Initial Consumer Rebuttal /* (3000, 8, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I specifically told the salesman that I wanted to REPLACE the dishwasher I had with anotherThat implies SAMEMy unit was a JENN AIR with heated dry, so that right there tells him I want heated dryI am NOT familiar with any dishwashers whatsoever without heated dryNow I know that Bosch doesn't have heated dryI've looked at multiple dishwashers at *** and *** *** including Appliance Factory outlet and all of them have heated dry.....except the Bosch, which I found out after the factDo not put this on the customerIt is the salesman's job to identify which features the dishwashers have in order for me to make an INFORMED decision, INCLUDING if it is different from the JENN AIR I was replacing....seeing at it had heated dry and this one doesn'tDo not make assumptions in what customers know about appliancesThat is YOUR job to know all the appliances and TELL the customer
Also, this dishwasher is NOT newMy husband was told to his face this was a new dishwasherThere are gouges on the feet and a broken one (we do not fully install a DW until we've run it a couple of times to make sure it's going to work so there's NO WAY those gouges weren't there BEFORE we brought it home)It was also missing a screw and this dishwasher had the degree angle piece for the drain hose already on itNew dishwashers require you to purchase the kit that has that specific piece in it!
*** told me when they delivered my dishwasher this week to run it for a few days to make sure it works to my satisfaction, and either to return it if it doesn't or then send in the warranty cardAppliance stores DO take back appliances that customers are NOT happy with, except for youPLUS I wanted to purchase the JENN AIR from the Appliance Factory instead, yet they wouldn't even give me $$ for an exchangeI was going to spend an additional $in that store, but NO, they don't want it back or exchange it because it's NOT new! Good stores make customers happy; bad stores do things like this
Final Business Response /* (4000, 11, 2015/10/26) */
Again, I sincerely apologize for the inconvenienceWhile I understand that other places may accept returns, I simply do not have the provisions to do thisWe do NOT sell any used appliances, all of our appliances are newhowever, when you purchase a discounted floor display it may have some minor cosmetic blemishes, which is why the price had been marked downJust an FYI, there are several other top brands which do not have a heated dry, LG & Samsung
I hope that you enjoy the dishwasher that you purchased from *** and hope that it serves you well for many years to come
have a great day, we appreciate your feedback
Appliance Factory sincerely apologizes for not meeting your expectationsIt is our desire all of our customers are happy with their buying decisionAnthony Martin, store manager of Evans location has recently been in contact you and is making arrangements to correct this issueWe appreciate your patience in the matterWe will have this resolved to your satisfaction as soon as possibleAgain, we sincerely apologize for not meeting all of your expectations
Complaint: ***
I am rejecting this response because:Brand Source continues to deny any responsibility for the misinformation they gave me, which caused me to take the actions I didOn 4/I agreed to the service because the technician told me the part would be delivered on 4/and installed on 4/On 4/I canceled the service because the customer service rep told me the part would not be delivered until 4/25, a full week later than the technician told meOn neither occasion did the Brand Source employee inform me that there was ANY uncertainty about the timeframe in which the part would arriveThey both stated, unequivocally, that the part would be delivered at the time they told meI would NOT have canceled the service if I had known that the part might be delivered on that same day, which it wasDo not insinuate that I canceled the service once the part was deliveredI canceled only hours before the part was delivered, because of misinformation from Brand Source, for which Brand Source takes zero responsibilityMy dishwasher was fixed by another company in the three hours between my first phone call on 4/19, in which I was told my part would not be delivered until 4/25, and the second phone call on 4/19, in which I was told that my part was in fact already deliveredYes, it took another company three hours (from phone call to working dishwasher) to do what Brand Source couldn't accomplish in a weekBrand Source, if you don't have any idea when your parts will be delivered, tell your customers thatDon't feed them misinformation on multiple occasions until they become frustrated to the point of canceling the service, then misrepresent them as fickle while you abscond with their money.You consider the issue closed because you have my money, and that is all you care aboutYou have no concern for honest transactions and customer satisfactionThe many online reviews of your company corroborate my own experienceFor example, Yelp reviewers give you an average of of stars, though many reviewers lament that they cannot give you zero starsI only wish I had known that your integrity and competence was so deplorable before I let your technician in my door
*** ***