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]
April 22, 2016 Denver/Boulder Revdex.com 1020 Cherokee Street Denver, CO 80204 Attn: Stephanie Sudduth RE: [redacted] Case# [redacted] Ms. Stephanie 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 04/13/16. The service call was scheduled for 04/15/16 and consumer was informed we charge $64.95 for the trip and diagnosis. On 04/15/16 the technician diagnosed a defective panel. The consumer was provided a repair cost of $353.83. Consumer accepted the quote for parts and labor and provided a required down payment. She paid $150.00 on her credit card. Ms. [redacted] called in on 04/19/16 at 7:42am to check the ETA of the part, we informed her that our parts vendor provided an ETA of 04/25/16. Consumer stated would call us back. Ms. [redacted] called in on 04/19/16 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, $41.67. On 04/19/16 at 12:44pm we received the part and called the consumer to see if she wanted to continue service, she denied. Mr. [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 04/22/16. Ms. [redacted] was informed of our service policies at time of diagnosis, this was acknowledged and evidenced by the down payment of $150.00 for parts and service. Ms. [redacted] was provided a $43.38 refund to her credit card. 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, Merlyn Ballou Brand Source Services
The technician is the expert in the field. He has no incentive or agenda to not repair an appliance. His pictures clearly show a non-conventional installation. The leveling leg is completely extended and it should not be. If the unit is on a level floor, the leveling leg would only barely be extended to create a level machine. The technician also has no reason to charge a customer for issues that are covered under the warranty. He is however a steward for all of the warranty companies and does report his findings accordingly.
At the time of purchase I explained to Mrs. [redacted] that the microwave she had selected is the only size that [redacted] currently offers. When a customer orders an over the range microwave from our company we explain that our install charge is $99 Denver Metro area for standard...
delivery/install/haul away, and if there is any extra work needed to install that would be quoted at the home the day of install. There is no way to guarantee that a built in product will be an exact swap around with an old unit. I have been selling appliances for over 10 years, and I have never guaranteed that a install is going to go flawlessly upon replacement. Mrs. [redacted] did not use our company to install the unit. So we have no idea if the company/service that she used did the install properly. I have offered Mrs. [redacted] a full refund if she wants to return the unit.
We apologize for not meeting you expectations in regards to the delivery of the appliances to you house. We strive to satisfy every customer and in that light we have come to a solution that was offered to you and agreed upon to compensate you for the issues that you had to deal with....
Hopefully this has fully rectified the situation and that if you are in need of further service please contact me directly.[redacted]###-###-####
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 lawsuit. As 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]
[redacted] * [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]
We are very sorry that the [redacted] experience with us has been unsatisfactory. We have spoken with Mrs. Bandt to let her know when the last part is expected in and when we can potentially schedule her for service. From what we understand, Mrs. Bandt is understanding of the timeframe at this point....
We will do our best to make the rest of the [redacted] experience with us as smooth as possible. Please feel free to reach out to me personally should you have any other concerns. [redacted]Customer Service [email protected]
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. I did speak with [redacted] via email and am still waiting an update on when I can expect the settlement, once I receive that information, I will look at removing my complaint.
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.
Sincerely,
[redacted]
We are sorry that we did not meet Mrs [redacted] expectations for the delivery of her cook top as of 9/12/16 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 8:12 am on 9/13/16 that call has not been...
returned. We look forward to closing out this matter.[redacted]Store Manager Appliance Factory and Mattress Kingdom Parker, CO
The manager of the Appliance Factory in [redacted], is working to resolve these issues with the customer. He has also been partnering with the delivery team to make sure everything is delivered smoothly. The customer's refrigerator is on order and the store will be replacing...
Complaint: [redacted]
I am rejecting this response because:
It cost me $ 400.00 each day I have to take off to get this range repaired. It has been 4 times already and will require a fifth day off which will cost me $ 2,000.00 total. I tried to call the presidents hot line, I got a recording. I asked for a manager and was told they were in a meeting, never got a call back from the manager. I have scheduled an appointment for February 24th and asked for a morning appointment. I was told the system is automated and they cannot guarantee an AM appointment, even when I have scheduled it out fifteen days in advance. I feel the customers time is far less important than time for the tech, the manager, the operator or the president.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: OverviewReading Appliance Factory’s response to the complaint illustrates how they use false hood to cover up their actions. Knowing 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 them. I am going to address each point. But 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 valid. A previous customer called [redacted] in August of 2015 regarding the same technical is[redacted]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] technician. At 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 $600 worth of food, she told me that [redacted] would cover part of that in their warranty. In fact they won’t because there is no valid warranty on this non-working appliance. I assert that the term for this is fraudulent sale of a used appliance represented as new. The unit was returned to the store by the previous customer with known is[redacted]s. And yet it was back on the floor when it was sold to me several months later. It was around this known defective unit that I built my kitchen. This is very significant to me because my desire is to have a kitchen in which all appliances match. Appliance 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 unit. One of a kind unit is not true and will be discussed later. Unit Review, Availability, Authorization to Deliver Appliance Factory: As stated unit was an F class. We found 1 similar F class unit at another store and asked [redacted] to go inspect it. During the re-selection process, [redacted] told store she would refuse the unit if delivered. So we refused to deliver it and not waste everyone's time. There were multiple visits by [redacted] and her daughter demanding a new fridge at the $600 paid. Unit being a one of kind, there was only the option available. Summary:Three units were offered for replacement (it was not one of a kind)I approved all units offered for inspection. I did not reject any units.I never demanded a new fridge for $600 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 unit.2. Store 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 Tim. Elka tagged the unit with our name for delivery.3. Management switched the pre-approved unit from #2 above to a different unit without informing us of the switch.. I went back out to store and discovered the switch. I told the manager I believed this constituted bait and switch since we weren’t communicated with. I expressed displeasure with them not communicating with me.4. [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)5. [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 rebuffed.6. Never once did we go in demanding a new unit because we thought we were getting one. This was the last interaction [redacted] had with [redacted] the manager. I never did have an argument with her. Although 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 threatening. At one point, after refusing to leave our store, manager was instructed to call police. This is simply not true My daughter has a great way with people and manages to get allies wherever she is. I put this comment in the same untrue basket the store is using above. So totally untrue. Plus, I never had any altercation with the manager. I never demanded the replacement as asserted above, but I did however just expect it. My daughter expressed growing frustration trying to work with [redacted] (the manager). She has affixed her version of events. Decline 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 else. Factory Outlet did not ask to refund my entire sale. If they had, this dispute would be over. But they only offered to refund for the refrigerator, not the full kitchen appliance suite. Refund the entire sale and I will be quiet. The sale had already been processed through the buyer’s credit card company. Appliances had been delivered. Factory 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 for. I continue to ask for refund of the entire sale. This will settle the dispute. Having a kitchen with the same brand appliances is extremely important to me. This is an important part of the settlement. How 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 delivered. In 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 used. I do not plan to buy [redacted] now at all but I still want a brand cohesive kitchen in face of known is[redacted]s. In short I believe I am entitled to a credit for the entire sale. I was cooperative through the process but Factory Outlet would like to paint me and my daughter as a difficult customers. This is absolutely not true. I am rejecting this as I have all along. They only want to refund refrigerator not the appliances bought along with the fraudulent sale. I have rejected this offer from the beginning. I should not be held accountable for upholding the other terms of a fraudulent sale. They should be refunding the entire amount.Sincerely, [redacted]
Sincerely,
[redacted]
We do apologize for our lack of communication with Ms. [redacted]. The store manager will be working with her to pick up and refund the money. We truly apologize for any inconvenience that Ms. [redacted] has experienced with us, as we strive to provide the best customer service. We are sorry that it was...
not able to work out and we thank Ms. [redacted] for her patience.
Complaint: [redacted]
I am rejecting this response because: 1) The salesman never indicated that [redacted] only made one over-the-range microwave. I had to discover that when I contacted [redacted] AFTER the installation. 2) I asked the salesman at least twice if the two microwaves were the same size. He indicated that they were the same size. If he had bothered to check with [redacted] to find out that the new one was larger, and he had indicated such to me, I would have had the old one fixed for a lot less cost. 3) I live at least 55 miles from Denver. A trip charge to where I live is much more than is mentioned in the Appliance Factory's response. In fact, the installation instructions for both microwaves state that two people are required for the installation because the new microwave is so large. That would be double the charge quoted. 4) My builder installed the first over-the-range microwave I had. In fact, he has installed literally hundreds of them. There is NO WAY I would trust someone I don't know to cut the granite and shave the cabinets and trim other than someone who, I know, is qualified. And, that is whom I hired to do the work! I live in a very expensive home, and sloppy work is unacceptable.
Sincerely,
[redacted]
Good Afternoon [redacted], I do apologize for all the concerns and stress this has caused. I'm happy we got to discuss and resolve the is[redacted] by being able to offer an exchange on your fridge. I look forward to seeing you on Saturday and please reach out to me if you have any questions or concerns before...
then and I look forward to this complaint being removed after we get your exchange completed. Have a great week! Thank you, [redacted]
June 10, 2016 Denver/Boulder Revdex.com [redacted] Attn: [redacted] RE: [redacted] Case# [redacted] Ms. [redacted], Thank you for forwarding the letter to us from Ms. [redacted]. The letter stated she...
paid $305, part is covered by warranty and wants a refund. I have investigated the issues and reviewed the service. We received a request for service on a [redacted] Dryer out of warranty stating the unit was not heating on 03/14/16. The service call was scheduled for 03/24/16 and consumer was informed we charge $64.95 for the trip and diagnosis. On 03/24/16 the technician diagnosed a defective control board. The consumer was provided a repair cost of $290.00. Consumer accepted the quote for parts and labor and provided a required down payment. She paid $145.00 on her credit card. Part was received and consumer was scheduled for 04/05/16. On 04/05/16 consumer canceled the service call and rescheduled for 04/15/16. On 04/15/16 installed the new control board, unit tested as designed and remainder $145.00 was collected by credit card. Ms. [redacted] called on 04/25/16 and stated her dryer will not start, only makes a buzzing noise, service call was scheduled for 04/26/16. On 04/26/16 the technician diagnosed a faulty control board, the board installed on 04/15/16. A new board was ordered from [redacted]. Part was received and consumer was scheduled for 05/10/16. The consumer was not home on 05/10/16 and call was rescheduled for 05/24/16. The new board was installed and tested, with [redacted] technical support they diagnosed the new control board as faulty. A new board was ordered from [redacted]. On 05/26/16 Ms. [redacted] sent a picture of her warranty from her unit stating the part being replaced is covered under her warranty and requesting a refund. We informed Ms. [redacted] we were not aware of any warranty during the service period and we are unable to provide a refund. She was informed to contact [redacted] directly for a reimbursement. Received the new part and contacted consumer, she declined service. Ms. [redacted] was provided the requested service, charged a total of $290.00 and provided additional parts and service under our 90 day parts and labor warranty. She has chosen not to allow us to complete the service. At this time we will not be providing any refund. We are able to continue service with Ms. [redacted]’s approval. 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
We apologize for the lack of communication with Ms. [redacted]. We strive to provide excellent customer service and have failed to do so in this instance. Our delivery manager is in contact with Ms. [redacted] and they are working together on a resolution.
Initial Business Response /* (1000, 6, 2015/10/07) */
October 7, 2015
Denver/Boulder Revdex.com
[redacted]
Denver, CO XXXXX
Attn: [redacted]
RE: [redacted] Case# XXXXXXXX
Ms. [redacted],
Thank you for forwarding the letter to us from Ms. [redacted]. ...
The letter stated that she has had difficulty receiving service and she incurred property damage.
I have investigated the issues and reviewed the service.
We received a request for service on a Samsung washer on 07/06/15 stating unit was loud and shaking.
The technician arrived on site on 7/13/15, the technician removed the tub cover, did not find any foreign objects, replaced the tub cover and tested the unit in high spin.
Consumer called back on 7/25/15 requesting service, stating found plastic pieces in tub and unit shakes. The technician arrived on site on 7/27/15 diagnosed the unit had a catastrophic failure that would require several parts including the inner and outer tub. Technician did not state unit was safe to use. The unit required significant repairs and was not in proper or safe working conditions. No repair was completed or attempted at this time, due to the unit needing parts, consumer was aware of the degradation as evidenced by the plastic pieces found in the unit.
Brand Source Service is not accountable for the property damage caused by using a malfunctioning washer.
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
Initial Consumer Rebuttal /* (3000, 8, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
This is a lie, and a we feel that you know it is based off of our numerous conversations regarding this issue.
First off, our first service request did indeed mention the plastic pieces in the wash and the noises. Your tech did not remove any parts, we watched because our three year old loves to watch this stuff. He only did a rinse cycle during which no noise was made and told us that the plastic pieces were likely from a piece of clothing getting caught between the door and the barrel resulting in pieces of plastic in our wash. He left.
We called back with the same issue, he came back and still did not dismantle any parts, but said that things looked worse and he needed to order a part. Prior to leaving, my husband asked specifically about the safety of the unit and was assured that it was okay to use.
When the tech came back after the unit caused water damage to our house, to repair the one part that finally came in, that is when he finally took things apart and stated that he needed another piece to be ordered to fix the unit.
Here are our problems with your version of the truth. First, if he had taken things apart and did a proper diagnostic, then why did we need him to come back not once but twice with parts?
Your company does not record any customer service calls to back your or the customers' claims.
Your techs do not provide a carbon copy like many companies who provide house calls of the services performed, the issues with the machine, and instructions for follow-up. If this were the case, like we have had many companies do, then both parties would have signed it and there would be a reliable paper trail.
As it stands now, it seems that your company has no interest in accountability. There are no records other than the one your people write after they leave, we do not sign any paperwork while they are here. We are not left with any written instructions. You have all of the documents and ability to change your documents however you wish.
My husband is a teacher, I am a nurse. We are very hard working professionals who are very familiar with proper documenting. We have a lot of integrity and have never been so irritated or taken such drastic measures in our lives. We have two witnesses to these events as opposed to your one. Had we known the lack of integrity your company possesses, we would have never of purchased from you in the first place, and we would have provided our own real time documentation of these events.
This issue is not resolved. It is now further inflamed because of your lies. We feel that you owe us our $1,000.00 deductible due to your technician's negligence. We are not asking for any of the other expenses this event has cost us. We feel this is a very fair request. We are very upset and frustrated by the lies you presented in your response.
Final Business Response /* (4000, 10, 2015/10/14) */
October 14, 2015
Denver/Boulder Revdex.com
[redacted]
Denver, CO XXXXX
Attn: [redacted]
RE: [redacted] Case# XXXXXXXX
Ms. [redacted]
Thank you for forwarding the rebuttal letter to us from Ms. [redacted].
Our previous response outlines our position. The consumer chose to use a known malfunctioning washer.
Brand Source Service is not accountable for the property damage.
The consumer chose to have the repair completed, the unit is working as designed.
At this time, we consider this a closed situation.
Sincerely,
[redacted]
Brand Source Services
Final Consumer Response /* (4200, 12, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company does not acknowledge their lies or their lack of accountability or reliability to their clients. We maintain our position that this business has poor practices and is responsible for our $1,000.00 deductible.
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]
April 22, 2016 Denver/Boulder Revdex.com 1020 Cherokee Street Denver, CO 80204 Attn: Stephanie Sudduth RE: [redacted] Case# [redacted] Ms. Stephanie 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 04/13/16. The service call was scheduled for 04/15/16 and consumer was informed we charge $64.95 for the trip and diagnosis. On 04/15/16 the technician diagnosed a defective panel. The consumer was provided a repair cost of $353.83. Consumer accepted the quote for parts and labor and provided a required down payment. She paid $150.00 on her credit card. Ms. [redacted] called in on 04/19/16 at 7:42am to check the ETA of the part, we informed her that our parts vendor provided an ETA of 04/25/16. Consumer stated would call us back. Ms. [redacted] called in on 04/19/16 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, $41.67. On 04/19/16 at 12:44pm we received the part and called the consumer to see if she wanted to continue service, she denied. Mr. [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 04/22/16. Ms. [redacted] was informed of our service policies at time of diagnosis, this was acknowledged and evidenced by the down payment of $150.00 for parts and service. Ms. [redacted] was provided a $43.38 refund to her credit card. 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, Merlyn Ballou Brand Source Services
The technician is the expert in the field. He has no incentive or agenda to not repair an appliance. His pictures clearly show a non-conventional installation. The leveling leg is completely extended and it should not be. If the unit is on a level floor, the leveling leg would only barely be extended to create a level machine. The technician also has no reason to charge a customer for issues that are covered under the warranty. He is however a steward for all of the warranty companies and does report his findings accordingly.
At the time of purchase I explained to Mrs. [redacted] that the microwave she had selected is the only size that [redacted] currently offers. When a customer orders an over the range microwave from our company we explain that our install charge is $99 Denver Metro area for standard...
delivery/install/haul away, and if there is any extra work needed to install that would be quoted at the home the day of install. There is no way to guarantee that a built in product will be an exact swap around with an old unit. I have been selling appliances for over 10 years, and I have never guaranteed that a install is going to go flawlessly upon replacement. Mrs. [redacted] did not use our company to install the unit. So we have no idea if the company/service that she used did the install properly. I have offered Mrs. [redacted] a full refund if she wants to return the unit.
We apologize for not meeting you expectations in regards to the delivery of the appliances to you house. We strive to satisfy every customer and in that light we have come to a solution that was offered to you and agreed upon to compensate you for the issues that you had to deal with....
Hopefully this has fully rectified the situation and that if you are in need of further service please contact me directly.[redacted]###-###-####
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 lawsuit. As 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]
[redacted] * [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]
We are very sorry that the [redacted] experience with us has been unsatisfactory. We have spoken with Mrs. Bandt to let her know when the last part is expected in and when we can potentially schedule her for service. From what we understand, Mrs. Bandt is understanding of the timeframe at this point....
We will do our best to make the rest of the [redacted] experience with us as smooth as possible. Please feel free to reach out to me personally should you have any other concerns. [redacted]Customer Service [email protected]
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. I did speak with [redacted] via email and am still waiting an update on when I can expect the settlement, once I receive that information, I will look at removing my complaint.
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.
Sincerely,
[redacted]
We are sorry that we did not meet Mrs [redacted] expectations for the delivery of her cook top as of 9/12/16 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 8:12 am on 9/13/16 that call has not been...
returned. We look forward to closing out this matter.[redacted]Store Manager Appliance Factory and Mattress Kingdom Parker, CO
The manager of the Appliance Factory in [redacted], is working to resolve these issues with the customer. He has also been partnering with the delivery team to make sure everything is delivered smoothly. The customer's refrigerator is on order and the store will be replacing...
her washer.
Complaint: [redacted]
I am rejecting this response because:
It cost me $ 400.00 each day I have to take off to get this range repaired. It has been 4 times already and will require a fifth day off which will cost me $ 2,000.00 total. I tried to call the presidents hot line, I got a recording. I asked for a manager and was told they were in a meeting, never got a call back from the manager. I have scheduled an appointment for February 24th and asked for a morning appointment. I was told the system is automated and they cannot guarantee an AM appointment, even when I have scheduled it out fifteen days in advance. I feel the customers time is far less important than time for the tech, the manager, the operator or the president.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: OverviewReading Appliance Factory’s response to the complaint illustrates how they use false hood to cover up their actions. Knowing 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 them. I am going to address each point. But 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 valid. A previous customer called [redacted] in August of 2015 regarding the same technical is[redacted]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] technician. At 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 $600 worth of food, she told me that [redacted] would cover part of that in their warranty. In fact they won’t because there is no valid warranty on this non-working appliance. I assert that the term for this is fraudulent sale of a used appliance represented as new. The unit was returned to the store by the previous customer with known is[redacted]s. And yet it was back on the floor when it was sold to me several months later. It was around this known defective unit that I built my kitchen. This is very significant to me because my desire is to have a kitchen in which all appliances match. Appliance 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 unit. One of a kind unit is not true and will be discussed later. Unit Review, Availability, Authorization to Deliver Appliance Factory: As stated unit was an F class. We found 1 similar F class unit at another store and asked [redacted] to go inspect it. During the re-selection process, [redacted] told store she would refuse the unit if delivered. So we refused to deliver it and not waste everyone's time. There were multiple visits by [redacted] and her daughter demanding a new fridge at the $600 paid. Unit being a one of kind, there was only the option available. Summary:Three units were offered for replacement (it was not one of a kind)I approved all units offered for inspection. I did not reject any units.I never demanded a new fridge for $600 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 unit.2. Store 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 Tim. Elka tagged the unit with our name for delivery.3. Management switched the pre-approved unit from #2 above to a different unit without informing us of the switch.. I went back out to store and discovered the switch. I told the manager I believed this constituted bait and switch since we weren’t communicated with. I expressed displeasure with them not communicating with me.4. [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)5. [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 rebuffed.6. Never once did we go in demanding a new unit because we thought we were getting one. This was the last interaction [redacted] had with [redacted] the manager. I never did have an argument with her. Although 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 threatening. At one point, after refusing to leave our store, manager was instructed to call police. This is simply not true My daughter has a great way with people and manages to get allies wherever she is. I put this comment in the same untrue basket the store is using above. So totally untrue. Plus, I never had any altercation with the manager. I never demanded the replacement as asserted above, but I did however just expect it. My daughter expressed growing frustration trying to work with [redacted] (the manager). She has affixed her version of events. Decline 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 else. Factory Outlet did not ask to refund my entire sale. If they had, this dispute would be over. But they only offered to refund for the refrigerator, not the full kitchen appliance suite. Refund the entire sale and I will be quiet. The sale had already been processed through the buyer’s credit card company. Appliances had been delivered. Factory 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 for. I continue to ask for refund of the entire sale. This will settle the dispute. Having a kitchen with the same brand appliances is extremely important to me. This is an important part of the settlement. How 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 delivered. In 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 used. I do not plan to buy [redacted] now at all but I still want a brand cohesive kitchen in face of known is[redacted]s. In short I believe I am entitled to a credit for the entire sale. I was cooperative through the process but Factory Outlet would like to paint me and my daughter as a difficult customers. This is absolutely not true. I am rejecting this as I have all along. They only want to refund refrigerator not the appliances bought along with the fraudulent sale. I have rejected this offer from the beginning. I should not be held accountable for upholding the other terms of a fraudulent sale. They should be refunding the entire amount.Sincerely, [redacted]
Sincerely,
[redacted]
We do apologize for our lack of communication with Ms. [redacted]. The store manager will be working with her to pick up and refund the money. We truly apologize for any inconvenience that Ms. [redacted] has experienced with us, as we strive to provide the best customer service. We are sorry that it was...
not able to work out and we thank Ms. [redacted] for her patience.
Complaint: [redacted]
I am rejecting this response because: 1) The salesman never indicated that [redacted] only made one over-the-range microwave. I had to discover that when I contacted [redacted] AFTER the installation. 2) I asked the salesman at least twice if the two microwaves were the same size. He indicated that they were the same size. If he had bothered to check with [redacted] to find out that the new one was larger, and he had indicated such to me, I would have had the old one fixed for a lot less cost. 3) I live at least 55 miles from Denver. A trip charge to where I live is much more than is mentioned in the Appliance Factory's response. In fact, the installation instructions for both microwaves state that two people are required for the installation because the new microwave is so large. That would be double the charge quoted. 4) My builder installed the first over-the-range microwave I had. In fact, he has installed literally hundreds of them. There is NO WAY I would trust someone I don't know to cut the granite and shave the cabinets and trim other than someone who, I know, is qualified. And, that is whom I hired to do the work! I live in a very expensive home, and sloppy work is unacceptable.
Sincerely,
[redacted]
Good Afternoon [redacted], I do apologize for all the concerns and stress this has caused. I'm happy we got to discuss and resolve the is[redacted] by being able to offer an exchange on your fridge. I look forward to seeing you on Saturday and please reach out to me if you have any questions or concerns before...
then and I look forward to this complaint being removed after we get your exchange completed. Have a great week! Thank you, [redacted]
June 10, 2016 Denver/Boulder Revdex.com [redacted] Attn: [redacted] RE: [redacted] Case# [redacted] Ms. [redacted], Thank you for forwarding the letter to us from Ms. [redacted]. The letter stated she...
paid $305, part is covered by warranty and wants a refund. I have investigated the issues and reviewed the service. We received a request for service on a [redacted] Dryer out of warranty stating the unit was not heating on 03/14/16. The service call was scheduled for 03/24/16 and consumer was informed we charge $64.95 for the trip and diagnosis. On 03/24/16 the technician diagnosed a defective control board. The consumer was provided a repair cost of $290.00. Consumer accepted the quote for parts and labor and provided a required down payment. She paid $145.00 on her credit card. Part was received and consumer was scheduled for 04/05/16. On 04/05/16 consumer canceled the service call and rescheduled for 04/15/16. On 04/15/16 installed the new control board, unit tested as designed and remainder $145.00 was collected by credit card. Ms. [redacted] called on 04/25/16 and stated her dryer will not start, only makes a buzzing noise, service call was scheduled for 04/26/16. On 04/26/16 the technician diagnosed a faulty control board, the board installed on 04/15/16. A new board was ordered from [redacted]. Part was received and consumer was scheduled for 05/10/16. The consumer was not home on 05/10/16 and call was rescheduled for 05/24/16. The new board was installed and tested, with [redacted] technical support they diagnosed the new control board as faulty. A new board was ordered from [redacted]. On 05/26/16 Ms. [redacted] sent a picture of her warranty from her unit stating the part being replaced is covered under her warranty and requesting a refund. We informed Ms. [redacted] we were not aware of any warranty during the service period and we are unable to provide a refund. She was informed to contact [redacted] directly for a reimbursement. Received the new part and contacted consumer, she declined service. Ms. [redacted] was provided the requested service, charged a total of $290.00 and provided additional parts and service under our 90 day parts and labor warranty. She has chosen not to allow us to complete the service. At this time we will not be providing any refund. We are able to continue service with Ms. [redacted]’s approval. 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
We apologize for the lack of communication with Ms. [redacted]. We strive to provide excellent customer service and have failed to do so in this instance. Our delivery manager is in contact with Ms. [redacted] and they are working together on a resolution.
Initial Business Response /* (1000, 6, 2015/10/07) */
October 7, 2015
Denver/Boulder Revdex.com
[redacted]
Denver, CO XXXXX
Attn: [redacted]
RE: [redacted] Case# XXXXXXXX
Ms. [redacted],
Thank you for forwarding the letter to us from Ms. [redacted]. ...
The letter stated that she has had difficulty receiving service and she incurred property damage.
I have investigated the issues and reviewed the service.
We received a request for service on a Samsung washer on 07/06/15 stating unit was loud and shaking.
The technician arrived on site on 7/13/15, the technician removed the tub cover, did not find any foreign objects, replaced the tub cover and tested the unit in high spin.
Consumer called back on 7/25/15 requesting service, stating found plastic pieces in tub and unit shakes. The technician arrived on site on 7/27/15 diagnosed the unit had a catastrophic failure that would require several parts including the inner and outer tub. Technician did not state unit was safe to use. The unit required significant repairs and was not in proper or safe working conditions. No repair was completed or attempted at this time, due to the unit needing parts, consumer was aware of the degradation as evidenced by the plastic pieces found in the unit.
Brand Source Service is not accountable for the property damage caused by using a malfunctioning washer.
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
Initial Consumer Rebuttal /* (3000, 8, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
This is a lie, and a we feel that you know it is based off of our numerous conversations regarding this issue.
First off, our first service request did indeed mention the plastic pieces in the wash and the noises. Your tech did not remove any parts, we watched because our three year old loves to watch this stuff. He only did a rinse cycle during which no noise was made and told us that the plastic pieces were likely from a piece of clothing getting caught between the door and the barrel resulting in pieces of plastic in our wash. He left.
We called back with the same issue, he came back and still did not dismantle any parts, but said that things looked worse and he needed to order a part. Prior to leaving, my husband asked specifically about the safety of the unit and was assured that it was okay to use.
When the tech came back after the unit caused water damage to our house, to repair the one part that finally came in, that is when he finally took things apart and stated that he needed another piece to be ordered to fix the unit.
Here are our problems with your version of the truth. First, if he had taken things apart and did a proper diagnostic, then why did we need him to come back not once but twice with parts?
Your company does not record any customer service calls to back your or the customers' claims.
Your techs do not provide a carbon copy like many companies who provide house calls of the services performed, the issues with the machine, and instructions for follow-up. If this were the case, like we have had many companies do, then both parties would have signed it and there would be a reliable paper trail.
As it stands now, it seems that your company has no interest in accountability. There are no records other than the one your people write after they leave, we do not sign any paperwork while they are here. We are not left with any written instructions. You have all of the documents and ability to change your documents however you wish.
My husband is a teacher, I am a nurse. We are very hard working professionals who are very familiar with proper documenting. We have a lot of integrity and have never been so irritated or taken such drastic measures in our lives. We have two witnesses to these events as opposed to your one. Had we known the lack of integrity your company possesses, we would have never of purchased from you in the first place, and we would have provided our own real time documentation of these events.
This issue is not resolved. It is now further inflamed because of your lies. We feel that you owe us our $1,000.00 deductible due to your technician's negligence. We are not asking for any of the other expenses this event has cost us. We feel this is a very fair request. We are very upset and frustrated by the lies you presented in your response.
Final Business Response /* (4000, 10, 2015/10/14) */
October 14, 2015
Denver/Boulder Revdex.com
[redacted]
Denver, CO XXXXX
Attn: [redacted]
RE: [redacted] Case# XXXXXXXX
Ms. [redacted]
Thank you for forwarding the rebuttal letter to us from Ms. [redacted].
Our previous response outlines our position. The consumer chose to use a known malfunctioning washer.
Brand Source Service is not accountable for the property damage.
The consumer chose to have the repair completed, the unit is working as designed.
At this time, we consider this a closed situation.
Sincerely,
[redacted]
Brand Source Services
Final Consumer Response /* (4200, 12, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company does not acknowledge their lies or their lack of accountability or reliability to their clients. We maintain our position that this business has poor practices and is responsible for our $1,000.00 deductible.