Initial Business Response /* (1000, 6, 2015/08/19) */
August 19,
Denver/Boulder Revdex.com
Cherokee Street
Denver, CO XXXXX
Attn: ***
RE: *** *** Case# XXXXXXXX
Ms***,
Thank you for forwarding the letter to us from Mr*** ***
The letter stated that he has had difficulty receiving service and his unit is not repairable
I have investigated the issues and reviewed the serviceI am only able to respond with regards to the technician and service supplied by Brand Source ServiceI do not have influence or control regarding Appliance Factory Outlet or ***, the consumer would want to contact them directly
We received a request for service on an Electrolux cooktop on 07/03/stating unit was giving an Eerror code
The technician arrived on site on 7/8/15, diagnosed the Eerror code, unit did not have it's tech sheet, contacted Electrolux tech support for assistance and was informed by Electrolux that they would be researching the error
Electrolux informed technician that two control boards were inoperative and needed to be replacedParts are manufactured and inventoried by Electrolux, they did not have the parts readily availableReceived parts and scheduled service on 8/5/Installed control boards this did not resolve the issueElectrolux declared the unit as non-repairable and provided case number XXXXXXXX
The case number with the non-repairable diagnosis was forwarded to ***
*** is the warranty company, they contracted with us, Brand Source Service, to perform serviceAs a service company we are able to repair and reportWe were unable to complete the repair on the unit and reported it to *** with the information stated above
*** owns the contract and controls how the unit is resolved*** is the company to contact regarding the consumer's request for replacement
I apologize for any inconvenience this has caused Mr*** ***Brand Source Services continues to refine and update it's policies and procedures to provide the customer with above satisfactory service
Sincerely,
*** ***
Brand Source Services
Complaint: ***
I am rejecting this response because:I rarely complain about much and usually give people the benefit of the doubt, but in this case, I must respondI stand behind my original complaint and must say that very little of Appliance Factory’s response is true The two salesmen were fully aware that we were looking for a garage refrigeratorThey were the ones that told us about kits available to help refrigerators to work in garages, but this ** didn’t need oneThe only part they offered us was to move it to the basement, which is not possible for usThe only resolution to this issue is to, as stated in my original complaint, let us exchange it for a refrigerator better suited for the garage and we will pay the difference in price
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. We received our refrigerator on July in working order and LG has confirmed that it is under warranty with them. We consider this matter resolved
Sincerely,
*** ***
Revdex.com:
I received a call from the store manager and another promise for a refund on the damaged freezer that I rejected weeks ago. I'll keep watching my credit card statement
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:The business had my old microwave, and they were unable to return it to me to be fixed. The installers, which are hard to find in Estes, were already at my house and were charging me accordingly. If I returned the new microwave, I still would have been charged by the installers and would have a big hole between my kitchen cabinets. Returning the new microwave was not an option
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
Sincerely,
*** ***
This service event was in December of 2016, over months agoThe technicians notes state that the unit is not properly installed due to the nature of the flooring it resides onA picture of the leg on a piece of wood is attachedDue to the non-conforming floor, the warranty company will not pay
for the service callThe washer user manual states specifically that the washer needs to be on a stable floorHere is the exact language from the manual: "Wooden floors may need to be reinforced to minimize vibrations and/or unbalanced loadsCarpeting and soft tile surfaces are contributing factors to vibrations and the tendency for your washer to move slightly during the spin cycleNever install your washer on a platform or poorly supported structure."The warranty that was purchased is owned by Product Protection Plus and it can be cancelled at anytime on a pro-rated basis by emailing that request to ***
Mr***,We have read your compaint, and would like to start by apologizing for not providing you the service you expected from usWe at Appliance Factory take our customers and their happiness very seriouslyAfter speaking with you today, and also parties within our company, we will be contacting
you to arrange for the pick up and refund of the purchase you made through us as it's the right thing to doPlease feel free to contact me with any future concerns so we can address them. *** *** ###-###-####
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
I expect a full refund and for the unit to be removed from my home this week
Sincerely,
*** ***
Mrs*** ***,My name is *** *** and I am the store manager at Appliance Factory and Mattress Kingdom in Parker I want to start by apologizing for not meeting your expectations in regard to the delivery and service after the fact in regards to your appliances The least that could
have been done was a call back and obviously we have failed in that department I can get everything resolved for you today I have left a message for you already and will try calling again later The number I can be reached at is ###-###-#### I look forward to resolving this issue with you today. *** ***Store Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12518193, and find that this resolution is satisfactory to me
Sincerely,
Veronica ***
Complaint: ***
I am rejecting this response because:I run a retail store in Colorado, and the store that accepts the money if they sell a defective product is liable, and I am protected by consumer protection lawThis company insists on passing the buck of responsibility when they sell defective products and it will be be tolerated, hanging up on us is unethical against state law, sorryWe are seeking a refund or replacement, not a transference of blame while they keep all monies and mistreat their customersPlease refer to state tenets of UCC and Consumer Protection Laws:https://www.stopfraudcolorado.gov/sites/default/files/CCPA%20-%202016%20Upd...⇄ />
Sincerely,
Dawn ***
Appliance Factory sincerely apologizes for not meeting your expectationsWe have worked hard to put pressure on *** to expedite the part needed to fix the issueWe were excited to hear they had one coming in daysSince this post, ***'s service provided informed you part came
damaged and must reorderWe are going back to *** on your behalf and demanding quicker resolutionWe will hopefully have an answer from *** by 8/24/17 whether they will accept our request for exchange or have reorder partWe will follow up with consumer 8/24/17 regardless of decisionAgain Appliance Factory sincerely apologizing for this huge inconvenience!
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. ***
Complaint: ***
I am rejecting this response because: While we appreciate the attempt by Appliance Factory to reach out to the manufacturer to request replacement of the unit, we believe that it is unlikely the manufacturer will replace the unit. During our conversations with employees at the store we were told that the manager would attempt this route of resolution. We never received a response from the manager so we are assuming that the manager never actually attempted to reach out to the manufacturer or the request was denied. Unless replacement is agreed to, we will not accept the response.The response from Applicance Factory still did not address the primary complaint against Appliance Factory, which is deceptive sales practices. We were assured by the sales person that the warranty covered replacement when there are fixes needed on the fridge. We have been very patient to this point, allowing it to get up to repairs and service trips before pushing for replacement. At this point it is clear that the extendend warranty will not cover replacement as promised by the sales associate. If Appliance Factory can persuade the manufacturer to replace the unit we will be satisfied (providing it is similar in terms of color, features, size, etc.). If the manufacturer will not replace, then we believe Appliance Factory should honor the promises made by their sales associate and replace the unit
Sincerely,
*** ***
(The consumer indicated he/she DID NOT accept the *** 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 ** 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 ** and asked if they can helpThey told me that they will send someone to look at my fridgeThe ** technician came and pretty much told my that my fridge cannot be fixed** did provide me a partial credit for the fridge
*** did refund the repair dollars but I had to purchase a new fridge and the difference between what ** paid me and the new fridge is $and I am requesting *** to pick up that tab because of the wrong compressor installation
Honestly, the attitude that *** had towards all this was unbelievableInstead of apologizing for their mistake they are still blaming ** for sending the wrong partObviously they don't care about customer satisfaction and doing the right thing
*** *** *** *** *** *** *** ***
We have resolved this matter with *** *** *** She has communicated to us that once she receives her settlement documents from us in the mail that she will then remove this complaint
Initial Business Response /* (1000, 6, 2015/08/19) */
August 19,
Denver/Boulder Revdex.com
Cherokee Street
Denver, CO XXXXX
Attn: ***
RE: *** *** Case# XXXXXXXX
Ms***,
Thank you for forwarding the letter to us from Mr*** ***
The letter stated that he has had difficulty receiving service and his unit is not repairable
I have investigated the issues and reviewed the serviceI am only able to respond with regards to the technician and service supplied by Brand Source ServiceI do not have influence or control regarding Appliance Factory Outlet or ***, the consumer would want to contact them directly
We received a request for service on an Electrolux cooktop on 07/03/stating unit was giving an Eerror code
The technician arrived on site on 7/8/15, diagnosed the Eerror code, unit did not have it's tech sheet, contacted Electrolux tech support for assistance and was informed by Electrolux that they would be researching the error
Electrolux informed technician that two control boards were inoperative and needed to be replacedParts are manufactured and inventoried by Electrolux, they did not have the parts readily availableReceived parts and scheduled service on 8/5/Installed control boards this did not resolve the issueElectrolux declared the unit as non-repairable and provided case number XXXXXXXX
The case number with the non-repairable diagnosis was forwarded to ***
*** is the warranty company, they contracted with us, Brand Source Service, to perform serviceAs a service company we are able to repair and reportWe were unable to complete the repair on the unit and reported it to *** with the information stated above
*** owns the contract and controls how the unit is resolved*** is the company to contact regarding the consumer's request for replacement
I apologize for any inconvenience this has caused Mr*** ***Brand Source Services continues to refine and update it's policies and procedures to provide the customer with above satisfactory service
Sincerely,
*** ***
Brand Source Services
Complaint: ***
I am rejecting this response because:I rarely complain about much and usually give people the benefit of the doubt, but in this case, I must respondI stand behind my original complaint and must say that very little of Appliance Factory’s response is true The two salesmen were fully aware that we were looking for a garage refrigeratorThey were the ones that told us about kits available to help refrigerators to work in garages, but this ** didn’t need oneThe only part they offered us was to move it to the basement, which is not possible for usThe only resolution to this issue is to, as stated in my original complaint, let us exchange it for a refrigerator better suited for the garage and we will pay the difference in price
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. We received our refrigerator on July in working order and LG has confirmed that it is under warranty with them. We consider this matter resolved
Sincerely,
*** ***
Revdex.com:
I received a call from the store manager and another promise for a refund on the damaged freezer that I rejected weeks ago. I'll keep watching my credit card statement
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:The business had my old microwave, and they were unable to return it to me to be fixed. The installers, which are hard to find in Estes, were already at my house and were charging me accordingly. If I returned the new microwave, I still would have been charged by the installers and would have a big hole between my kitchen cabinets. Returning the new microwave was not an option
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
Sincerely,
*** ***
This service event was in December of 2016, over months agoThe technicians notes state that the unit is not properly installed due to the nature of the flooring it resides onA picture of the leg on a piece of wood is attachedDue to the non-conforming floor, the warranty company will not pay
for the service callThe washer user manual states specifically that the washer needs to be on a stable floorHere is the exact language from the manual: "Wooden floors may need to be reinforced to minimize vibrations and/or unbalanced loadsCarpeting and soft tile surfaces are contributing factors to vibrations and the tendency for your washer to move slightly during the spin cycleNever install your washer on a platform or poorly supported structure."The warranty that was purchased is owned by Product Protection Plus and it can be cancelled at anytime on a pro-rated basis by emailing that request to ***
Mr***,We have read your compaint, and would like to start by apologizing for not providing you the service you expected from usWe at Appliance Factory take our customers and their happiness very seriouslyAfter speaking with you today, and also parties within our company, we will be contacting
you to arrange for the pick up and refund of the purchase you made through us as it's the right thing to doPlease feel free to contact me with any future concerns so we can address them. *** *** ###-###-####
I apologize you feel that wayHowever, it is not an opinion, my technicians have pictures showing that it was never mounted properlyThank you
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
I expect a full refund and for the unit to be removed from my home this week
Sincerely,
*** ***
Mrs*** ***,My name is *** *** and I am the store manager at Appliance Factory and Mattress Kingdom in Parker I want to start by apologizing for not meeting your expectations in regard to the delivery and service after the fact in regards to your appliances The least that could
have been done was a call back and obviously we have failed in that department I can get everything resolved for you today I have left a message for you already and will try calling again later The number I can be reached at is ###-###-#### I look forward to resolving this issue with you today. *** ***Store Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12518193, and find that this resolution is satisfactory to me
Sincerely,
Veronica ***
The check was mailed to the customer on Monday, May He should be receiving it in a few days
Complaint: ***
I am rejecting this response because:I run a retail store in Colorado, and the store that accepts the money if they sell a defective product is liable, and I am protected by consumer protection lawThis company insists on passing the buck of responsibility when they sell defective products and it will be be tolerated, hanging up on us is unethical against state law, sorryWe are seeking a refund or replacement, not a transference of blame while they keep all monies and mistreat their customersPlease refer to state tenets of UCC and Consumer Protection Laws:https://www.stopfraudcolorado.gov/sites/default/files/CCPA%20-%202016%20Upd...⇄ /> Sincerely,
Dawn ***
Mrs*** could have returned the unit back to us ahead of the install if it didn't fit She can still return the unit for a full refund back on her order
Appliance Factory sincerely apologizes for not meeting your expectationsWe have worked hard to put pressure on *** to expedite the part needed to fix the issueWe were excited to hear they had one coming in daysSince this post, ***'s service provided informed you part came
damaged and must reorderWe are going back to *** on your behalf and demanding quicker resolutionWe will hopefully have an answer from *** by 8/24/17 whether they will accept our request for exchange or have reorder partWe will follow up with consumer 8/24/17 regardless of decisionAgain Appliance Factory sincerely apologizing for this huge inconvenience!
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. ***
Complaint: ***
I am rejecting this response because: While we appreciate the attempt by Appliance Factory to reach out to the manufacturer to request replacement of the unit, we believe that it is unlikely the manufacturer will replace the unit. During our conversations with employees at the store we were told that the manager would attempt this route of resolution. We never received a response from the manager so we are assuming that the manager never actually attempted to reach out to the manufacturer or the request was denied. Unless replacement is agreed to, we will not accept the response.The response from Applicance Factory still did not address the primary complaint against Appliance Factory, which is deceptive sales practices. We were assured by the sales person that the warranty covered replacement when there are fixes needed on the fridge. We have been very patient to this point, allowing it to get up to repairs and service trips before pushing for replacement. At this point it is clear that the extendend warranty will not cover replacement as promised by the sales associate. If Appliance Factory can persuade the manufacturer to replace the unit we will be satisfied (providing it is similar in terms of color, features, size, etc.). If the manufacturer will not replace, then we believe Appliance Factory should honor the promises made by their sales associate and replace the unit
Sincerely,
*** ***
(The consumer indicated he/she DID NOT accept the *** 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 ** 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 ** and asked if they can helpThey told me that they will send someone to look at my fridgeThe ** technician came and pretty much told my that my fridge cannot be fixed** did provide me a partial credit for the fridge
*** did refund the repair dollars but I had to purchase a new fridge and the difference between what ** paid me and the new fridge is $and I am requesting *** to pick up that tab because of the wrong compressor installation
Honestly, the attitude that *** had towards all this was unbelievableInstead of apologizing for their mistake they are still blaming ** for sending the wrong partObviously they don't care about customer satisfaction and doing the right thing
*** *** *** *** *** *** *** ***
We have resolved this matter with *** *** *** She has communicated to us that once she receives her settlement documents from us in the mail that she will then remove this complaint