We have reviewed the letter forwarded from Ms. [redacted]. Please find our responses below to her concerns and statement. Ms. [redacted] stated that no one had contacted her from our office. Our records show, representative Michelle spoke with you on 02/24/16. Michelle...
answered several of your questions related to the terms and conditions of your agreement. Ms. [redacted] was also provided information how to access the terms and conditions of her agreement through the Product Protection Plus website, productprotectionplus.net. The terms and conditions of the agreement, “Replacement Plans,” state “this Replacement Plan will replace your original product with a product of equal or similar features and functionality, though not necessarily the same brand. Replacement products may be new or rebuilt products. A replacement product may be new or refurbished.” In addition, the agreement states “does not cover trip, labor or shipping charges.” Ms. [redacted] was provided three replacement options, 2 were considered upgrades, Kitchenaid side by side models, these units were counterdepth. The 3rd option was an Electrolux side by side the same size as her current unit. She chose the counterdepth Kitchenaid unit after reviewing with her husband. The agreement does provide for food loss. Our records indicate that Ms. [redacted] was emailed the food loss claim form with instructions on how to complete on 2/26/16. As of this response we have not received the completed claim from the consumer. Once the claim is received it will be processed within the guidelines of the agreement. Ms. [redacted] has received a replacement unit. The replacement unit has a 1 year manufacturer’s initial warranty. She has up to 1 year to purchase a new extended warranty from our company. She has received the food loss claim form with instructions. Product Protection Plus has fulfilled it’s obligations per the terms and conditions of the agreement. We apologize for any confusion Ms. [redacted] may have incurred during the replacement process. We continue to identify and correct issues that are brought to our attention.
Initial Business Response /* (1000, 6, 2015/09/18) */
Appliance Factory would like to apologize that the [redacted] Oven did not meet your expectations. Unfortunately, this unit was selected by you and installed on 4/30/15 and is a used product. We understand you are unhappy with the...
features for the wall oven you selected. We provided you both model numbers and specifications for all [redacted] micro/wall oven combo units for your consideration. You chose the non convection version. Unlike the special order 36" gas cooktop selection you changed your mind on that we exchanged without the applicable 25% restock fee and was still in the box, this unit has been in use by you for 4 1/2 months. [redacted] will not take back a used product for customer satisfaction or buyers remorse. Unit selected is functioning properly. Appliance Factory cannot take back a used product without approval from the manufacturer. Again, we apologize for not meeting your expectations. Appliance Factory considers this issue resolved and are at an impasse with Mr. [redacted].
Appliance Factory apologizes for not meeting [redacted]. [redacted]'s expectations.It is our sincere hope to make every customer a raving fan. [redacted]. [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. 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. Their visits became confrontational, abusive and threatening. At one point, after refusing to leave our store, manager was instructed to call police. 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. She is refusing to allow us to refund her money. Again, Appliance Factory apologizes for not meeting [redacted]'s expectations.
December 29, 2015
Denver/Bou*der Revdex.com
[redacted]
Denver, CO 80204
Attn: [redacted]
RE: [redacted] Case# [redacted]
Ms. [redacted],
Thank you for forwarding the *etter to us from Mr. [redacted]. The *etter stated that his unit was not repaired...
and he wants an additiona* amount paid to him in the amount of $300 stating unit was damaged beyond repair.
I have investigated the issues and reviewed the service.
We received a request for service on a *G refrigerator, purchased 04/11/2011, the unit was not coo*ing.
The technician arrived on site on 7/31/15, he diagnosed a fau*ty compressor, informed consumer *abor charge wou*d be $450.00, parts were covered by *G *imited Warranty. Ms. [redacted] dec*ined repair and paid $55.00 for trip and diagnosis.
Mr. [redacted] ca**ed in 08/07/15, stated wanted to go forward with repair and requested we order parts. Contacted *G and ordered parts. On 08/12/15, I spoke with Mr. [redacted] informed him we had received parts and schedu*ed service for 08/14/15.
Mr. [redacted] ca**ed in 08/14/15 in the AM and requested we *ower our *abor charge, informed him we wou*d not, he requested the owner's name, provided, he chose to continue service. Technician insta**ed parts sent by *G. Consumer was charged $395.00, The $55.00 trip and diagnosis was app*ied from previous, for a tota* of $450.00. Unit began to coo*.
Mr. [redacted] ca**ed in 08/18/15 stated unit was not coo*ing. Schedu*ed service for 08/19/15. Technician contacted *G tech support from home, diagnosed *G had supp*ied the wrong compressor. *G informed they wou*d send correct compressor. Unit was repairab*e, not damaged beyond repair.
I spoke with Mr. [redacted] on 08/20/15, he requested a f* refund, informed I wou*d review and ca** him back. I ca**ed Mr. [redacted] on 08/21/15, informed him we wou*d provide a f* refund. Mr. [redacted] requested a f* refund and we comp*ete the service, informed him we wou*d provide the refund or the repair.
I ca**ed Mr. [redacted] on 08/28/15, he stated he had decided on the refund.
On 09/01/15, I responded to a comp*aint Mr. [redacted] had registered with *G, informed *G that consumer had requested the repair at no cost and a f* refund. We had provided a f* refund per his decision.
Mr. [redacted] requested a f* refund, a f* refund was provided. The unit was repairab*e. *G chose to provide Mr. [redacted] a credit for his unit. We consider this to be a c*osed case.
I apo*ogize for any inconvenience this has caused Mr. [redacted]. [redacted] continues to refine and update it's po*icies and procedures to provide the customer with above satisfactory service.
Sincere*y,
[redacted]
[redacted]
We are sorry that we have not met Mr. [redacted] delivery expectations due to the snowstorm. We have no other option at this time than to deliver the product next Tuesday, 4/11. We have offered to refund the delivery fees to Mr. [redacted] and deliver on Tuesday, but he does not deem this as an...
acceptable resolution. It seems we are not able to fulfill Mr. [redacted] expectations at this time.
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]
The microwave and range are being swapped out on 05/02/18. 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 dishwasher. This has been hard for the customer but we have taken care of this issue and we will...
refund all of the install fees as well. Respectfully, Steve P[redacted]Store Manager
This matter has been resolved with Mr. [redacted] and the District Manager. We apologize to Mr. [redacted] for any inconvenience and appreciate his business!
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.
We will be replacing Mr. and Mrs. [redacted] refrigerator. The process has already been initiated. Customer Service Manager will be following the process thru completion to ensure a smooth, successful delivery.
Initial Business Response /* (1000, 6, 2015/11/19) */
I apologize that Appliance Factory and Mattress Kingdom has not met your expectations in this transaction. I appreciate you getting back to me with the serial number for the washer. In your complaint you stated that you had a qc form with an F...
rating. I was hoping that you could email me a copy of the form so that I can work to resolve this issue for you. The email address is [redacted]@appliancefactory.com
Initial Consumer Rebuttal /* (3000, 8, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have sent the copy of the QC form that came with the appliance to the email address indicated above ([redacted]@appliancefactory.com).
I am also including the QC form here.
Final Business Response /* (4000, 12, 2015/12/02) */
Appliance Factory & Mattress Kingdom sincerely apologizes we have not meeting your expectations! We make every attempt to set proper expectations with our customers and have processes set up ensure satisfaction. For example, all customers have final right of refusal upon inspection of any Out of Box products prior to taking ownership and acknowledge acceptance by signing off they have fully inspected unit and are satisfied with product and installation of product. In this case, an agent set by the consumer signed and accepted the product. Washer is still in use by consumer.The condition of product was clearly communicated to consumer and quality control form consumer has provided to the Revdex.com clearly shows its considered an A- condition with Front Very Minor Scratches/ Top Very Minor Scratches/ Right Dent & Scratch/ Left Dent & Scratch. At this point, Appliance Factory is at an impasse [redacted] consumer. We [redacted] continue to help consumer and Manufacturer address any performance issues with unit, now and in the future, to ensure is functioning as designed. Consumer has full Manufacturer's limited warranty. Again, we sincerely apologize for not meeting your expectations.
Final Consumer Response /* (2000, 20, 2015/12/23) */
From: [redacted]
Sent: Monday, December 14, 2015 6:46 PM
To: ** mgr; [redacted]
Subject: Re: Washer Replacement
The washer was delivered today and it was in unopened box. I inspected it myself and there was no scratches or dents.
It was installed and operational when the delivery left.
I would assume that you have already charged the $100 difference on the credit card I provided you.
I will request the Revdex.com to remove my complain as agreed.
[redacted]
Dear [redacted], As you know we are currently working on repairing your microwave and you are scheduled for 4/25/18. Brand Source Service and Repair is just a service company and does not hold any warranties. Your current warranty company is PPP. Their phone number...
is 303-372-6760. PPP has only approved repair for your unit not replacement. Your extended warranty expired on 2/01/2018. PPP is aware that your issue is still existing and is honoring their warranty by repairing the unit. As far as Brand Source goes our techs are highly trained and will complete repairs depending on the parts availability. We will schedule promptly depending on the parts arrival times. We do not replace units or issue credits on any appliances. Thank you,Ashley H[redacted] Brand Source Service & Repair303-758-5808
Our company has a no refund policy on Electrical parts and it is stated on every sales invoice.An exception was made and this customer was issued a full refund on Friday 1/22/16.The customer said at that time he was going to remove his complaint.Thanks[redacted]Manager Fort Collins Parts
April 27, 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 rebuttal letter to us from Ms. [redacted]. She stated she agreed to a repair on her dishwasher by 04/19/16 for the stated price. The technicians are only able to provide an ETA of parts. Brand Source Service nor it’s technicians can control the vendor where parts are ordered, the shipping companies used, the manufacturing of the part or the availability of the part. When we order a part we request an ETA, the ETA may change during the course of the order based on the availability, the location of the part, the shipping of the part and the manufacturing of the part. The repair can only be completed with the correct parts. Once the parts are received we contact the consumer to schedule the repair. As noted on previous letter the part was received on 04/19/16 at 12:44pm. We called the consumer to see if she wanted to continue service and she denied. We had the part available to complete the repair on 04/19/16. Ms. [redacted] canceled the service, Ms. [redacted] was informed earlier on 04/19/16 that she would be charged the trip, diagnosis and a restocking fee. At this time we consider this a closed issue. Ms. [redacted] was informed on 04/19/16 we had the part and could schedule, she denied. Ms. [redacted] was charged for the trip and diagnosis, and a restocking fee for the part. Sincerely, Merlyn Ballou Brand Source Services
To whom it may concern,After looking into this Appliance Factory is not responsible for the malfunctioning of the ** LDF5545ST dishwasher. After looking into the details the customer the unit delivered on 11/17/2016 and my system does not show one of our certified techs installing the...
unit. Additionally Ms. [redacted] did not purchase an extended performance plan from either us nor **. This unit comes with a 1 year limited manufacturers warranty which we are well past that so the manufacturer is not responsible after that time. I have taken the liberty of reaching out to ** direct to see if they can be of any assistance to Ms. [redacted] and resolving the issue.Thank you,Lonnie H[redacted]Store ManagerAppliance Factory & Mattress Kingdom680 Garden of the GodsColorado Springs, CO 80907719-593-1617
May 27, 2016 [redacted]/Boulder Revdex.com [redacted], CO [redacted] Attn: [redacted] RE: [redacted] & [redacted] Ms. [redacted], Thank you for forwarding the letter to us from Mr. [redacted]. The letter stated that he wants his warranty to...
provide another resolution that does not include the manufacturer required repair. On 4/26/16 I spoke with Ms. [redacted] and informed her that her unit was part of a [redacted] service bulletin that required a gasket to be put on the back of her unit. This is a known issue with [redacted] and the repair is the required fix. Ms. [redacted] was informed that her warranty company Product Protection Plus will not proceed with replacement review until service kit that is on recall with [redacted] is completed. Ms. [redacted] informed us she does not want to do it because it will not fit in her home. Ms. [redacted] was informed that is a manufacturer issue and something that we cannot fix. Ms. [redacted] was provided the website for the terms and conditions of her warranty. 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.
Initial Business Response /* (1000, 6, 2015/10/30) */
As the store manager here in [redacted], I am deeply sorry for the problem described. We strive to have excellent service and customer care at Appliance Factory / Mattress Kingdom, unfortunately there [redacted] be problems that arise when dealing with...
the general public. We have numerous precautions and procedures in place to prevent these kind of problems and we can all learn something from this experience. Having a person on the job site that speaks English and knows how the delivery process works is imperative to a smooth delivery and installation. Refusal of products is always acceptable at the time of delivery with no charge to the customer. In the future we hope to resolve these problems before the arise.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please respond with documentation to explain the reason a damaged refrigerator was delivered by Appliance Factory Outlet to the buyer in place of the ordered new refrigerator.
The itemized sales receipt attachment clearly states the refrigerator was purchased at full price, and "New In Box ", listed as NIB on the second line of the itemization on the invoice. Buyer was willing to wait the estimated two week delay in delivery for the NIB item, she told [redacted], the salesman, because the refrigerator in the home was in good working condition and did not need immediate replacement. The NIB listed was entered, printed and signed by Appliance Factory salesman [redacted], from the [redacted] location. He was in the newly opened [redacted] store training employees and sold the refrigerator to the buyer.
The contact phone number listed on both the sale invoice and delivery invoice of the purchase was XXX-XXX-XXXX, the cell phone of [redacted] Wacker. The contact number was given to [redacted], by the buyer, at the time of sale, and [redacted] entered the phone information on the computerized [redacted] of sale and invoice. No other contact number was given to the store at any time. The buyer indicated [redacted] as the only contact person.
The first contact received by [redacted] after the purchase, as verified by his cell phone records, was by a delivery person midday, Saturday, September 19, indicating delivery would be made around 1:30p.m. Two more calls were made to [redacted] that afternoon indicating delivery would be delayed.
No mention was made by the delivery person that the refrigerator being delivered was a "scratch and dent" refrigerator. No one from either store made any contact with the buyer or [redacted] relating to that delivery date or any change in the original terms or condition of the refrigerator being delivered.
He removed the refrigerator found in the kitchen and placed the new refrigerator in the same location. He did not plug in the appliance.
Buyer contacted [redacted] Wacker Monday morning, September 20, to request he come to the home and check the appliance to see if it was in working order. They did not know that the new refrigerator was damaged until after the deliveryman left. [redacted] saw that the refrigerator had not been plugged in by the delivery person and no food had been placed inside. As he moved the appliance to plug it in and check it, he, too, observed the noticeable deep crease and indentation on the refrigerator side and took a photo to document the damage. [redacted] went to the [redacted] store that morning and talked with one of the managers about the damaged unit .That manager assured him that [redacted] would be contacted about the situation and would be responding to the buyer's concern right away. The [redacted] manager checked both the sales invoice and the delivery ticket on his computer and confirmed that the invoice said "New in Box", NIB, but the delivery ticket stated "Dent and Scratch" .
[redacted] went back to the home and plugged in the appliance so that the family would not be without a refrigerator while they awaited a reply from the company. No phone call was received Monday or Tuesday. On Wednesday and again on Thursday [redacted] went to the [redacted] store for some resolution to the complaint and was told they had not heard from [redacted]. On the following Monday, when [redacted] returned to the [redacted] store, he was told [redacted] was going to be on vacation for the next week and would not be available. He gave no response to the question about why the buyer's concern had not been addressed for a week.
When [redacted] returned [redacted]'s call, he was told the refrigerator could not be returned because "it was company policy" that if it (the refrigerator) had been plugged in and had food in it, it was considered used and not eligible for return. But he would offer to give the buyer $200.00 if they kept the unit. This was the first time anyone had mentioned anything about company policy relating to food in the refrigerator or not plugging in the appliance.
If that policy had been clearly stated to [redacted] at the time he went to the [redacted] store the Monday, after the unit was delivered, the buyer and the seller would have had no problem delivering the " New in Box" refrigerator, at a later date, because the unit had still not been plugged in and no food had been placed inside.
We are forwarding for your review an attachment of a telephone call made to [redacted] Wacker, on his cell phone indicating the Appliance Factory Outlet's response to the buyer's complaint, as given by one of the [redacted] managers.
Additional reimbursement request:
4 year warranty (listed as WAR0WRXXXXXX) second item on [redacted] $179.00
Final Business Response /* (4000, 10, 2015/11/18) */
Appliance Factory apologizes for not meeting [redacted]'s expectations. It is our sincere hope to create a raving fan experience for every customer. We appreciate Mrs. [redacted] community service helping [redacted] in her decision making process being a non-english speaker. Unfortunately, the selection was a new out of box unit. It has the same manufacturer's warranty as New in box product. [redacted] received an additional discount from the price indicated for a new in box unit. Knowing a new in box unit would take 2 weeks to deliver, the customer was clearly communicated they were receiving a minor blemished unit for a discounted rate that was available. Unit was delivered within the week. Damage was disclosed. On delivery unit was signed off by customer they had fully inspected unit and were satisfied with installation and product. Customer had every right to refuse it on delivery prior to use. Once a unit is installed and begins to be put to use with food in it, it is considered a used product and cannot be resold by Appliance Factory. The damage is minor and may be why it was missed on customer inspection. Appliance Factory has made every attempt to complete our contract with [redacted]. Unit is fully functional. Based on this information, we cannot return a used product without manufacturer approval and are at an impasse [redacted] customer. Again, Appliance Factory sincerely apologizes for not meeting [redacted]'s expectations.
Dear Mr. [redacted], We have set up delivery of your wall oven for today, January 12th 2018. If you need anything else, please feel free to contact us at Appliance Factory and Mattress Kingdom. Thank you.
Initial Business Response /* (1000, 8, 2015/07/23) */
This is [redacted]. I cannot locate this customer in our database with the information supplied. I did leave a message on the number provided and sent an email. Waiting on additional information from the customer in order to proceed. ...
Final Business Response /* (1000, 35, 2015/09/29) */
The issue still hasn't been resolved. What was there response?
We have reviewed the letter forwarded from Ms. [redacted]. Please find our responses below to her concerns and statement. Ms. [redacted] stated that no one had contacted her from our office. Our records show, representative Michelle spoke with you on 02/24/16. Michelle...
answered several of your questions related to the terms and conditions of your agreement. Ms. [redacted] was also provided information how to access the terms and conditions of her agreement through the Product Protection Plus website, productprotectionplus.net. The terms and conditions of the agreement, “Replacement Plans,” state “this Replacement Plan will replace your original product with a product of equal or similar features and functionality, though not necessarily the same brand. Replacement products may be new or rebuilt products. A replacement product may be new or refurbished.” In addition, the agreement states “does not cover trip, labor or shipping charges.” Ms. [redacted] was provided three replacement options, 2 were considered upgrades, Kitchenaid side by side models, these units were counterdepth. The 3rd option was an Electrolux side by side the same size as her current unit. She chose the counterdepth Kitchenaid unit after reviewing with her husband. The agreement does provide for food loss. Our records indicate that Ms. [redacted] was emailed the food loss claim form with instructions on how to complete on 2/26/16. As of this response we have not received the completed claim from the consumer. Once the claim is received it will be processed within the guidelines of the agreement. Ms. [redacted] has received a replacement unit. The replacement unit has a 1 year manufacturer’s initial warranty. She has up to 1 year to purchase a new extended warranty from our company. She has received the food loss claim form with instructions. Product Protection Plus has fulfilled it’s obligations per the terms and conditions of the agreement. We apologize for any confusion Ms. [redacted] may have incurred during the replacement process. We continue to identify and correct issues that are brought to our attention.
Initial Business Response /* (1000, 6, 2015/09/18) */
Appliance Factory would like to apologize that the [redacted] Oven did not meet your expectations. Unfortunately, this unit was selected by you and installed on 4/30/15 and is a used product. We understand you are unhappy with the...
features for the wall oven you selected. We provided you both model numbers and specifications for all [redacted] micro/wall oven combo units for your consideration. You chose the non convection version. Unlike the special order 36" gas cooktop selection you changed your mind on that we exchanged without the applicable 25% restock fee and was still in the box, this unit has been in use by you for 4 1/2 months. [redacted] will not take back a used product for customer satisfaction or buyers remorse. Unit selected is functioning properly. Appliance Factory cannot take back a used product without approval from the manufacturer. Again, we apologize for not meeting your expectations. Appliance Factory considers this issue resolved and are at an impasse with Mr. [redacted].
Appliance Factory apologizes for not meeting [redacted]. [redacted]'s expectations.It is our sincere hope to make every customer a raving fan. [redacted]. [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. 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. Their visits became confrontational, abusive and threatening. At one point, after refusing to leave our store, manager was instructed to call police. 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. She is refusing to allow us to refund her money. Again, Appliance Factory apologizes for not meeting [redacted]'s expectations.
December 29, 2015
* refund, informed I wou*d review and ca** him back. I ca**ed Mr. [redacted] on 08/21/15, informed him we wou*d provide a f
* refund. Mr. [redacted] requested a f
* refund and we comp*ete the service, informed him we wou*d provide the refund or the repair.
* refund. We had provided a f
* refund per his decision. 
* refund, a f
* refund was provided. The unit was repairab*e. *G chose to provide Mr. [redacted] a credit for his unit. We consider this to be a c*osed case.
Denver/Bou*der Revdex.com
[redacted]
Denver, CO 80204
Attn: [redacted]
RE: [redacted] Case# [redacted]
Ms. [redacted],
Thank you for forwarding the *etter to us from Mr. [redacted]. The *etter stated that his unit was not repaired...
and he wants an additiona* amount paid to him in the amount of $300 stating unit was damaged beyond repair.
I have investigated the issues and reviewed the service.
We received a request for service on a *G refrigerator, purchased 04/11/2011, the unit was not coo*ing.
The technician arrived on site on 7/31/15, he diagnosed a fau*ty compressor, informed consumer *abor charge wou*d be $450.00, parts were covered by *G *imited Warranty. Ms. [redacted] dec*ined repair and paid $55.00 for trip and diagnosis.
Mr. [redacted] ca**ed in 08/07/15, stated wanted to go forward with repair and requested we order parts. Contacted *G and ordered parts. On 08/12/15, I spoke with Mr. [redacted] informed him we had received parts and schedu*ed service for 08/14/15.
Mr. [redacted] ca**ed in 08/14/15 in the AM and requested we *ower our *abor charge, informed him we wou*d not, he requested the owner's name, provided, he chose to continue service. Technician insta**ed parts sent by *G. Consumer was charged $395.00, The $55.00 trip and diagnosis was app*ied from previous, for a tota* of $450.00. Unit began to coo*.
Mr. [redacted] ca**ed in 08/18/15 stated unit was not coo*ing. Schedu*ed service for 08/19/15. Technician contacted *G tech support from home, diagnosed *G had supp*ied the wrong compressor. *G informed they wou*d send correct compressor. Unit was repairab*e, not damaged beyond repair.
I spoke with Mr. [redacted] on 08/20/15, he requested a f
I ca**ed Mr. [redacted] on 08/28/15, he stated he had decided on the refund.
On 09/01/15, I responded to a comp*aint Mr. [redacted] had registered with *G, informed *G that consumer had requested the repair at no cost and a f
Mr. [redacted] requested a f
I apo*ogize for any inconvenience this has caused Mr. [redacted]. [redacted] continues to refine and update it's po*icies and procedures to provide the customer with above satisfactory service.
Sincere*y,
[redacted]
[redacted]
We are sorry that we have not met Mr. [redacted] delivery expectations due to the snowstorm. We have no other option at this time than to deliver the product next Tuesday, 4/11. We have offered to refund the delivery fees to Mr. [redacted] and deliver on Tuesday, but he does not deem this as an...
acceptable resolution. It seems we are not able to fulfill Mr. [redacted] expectations at this time.
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]
The microwave and range are being swapped out on 05/02/18. 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 dishwasher. This has been hard for the customer but we have taken care of this issue and we will...
refund all of the install fees as well. Respectfully, Steve P[redacted]Store Manager
This matter has been resolved with Mr. [redacted] and the District Manager. We apologize to Mr. [redacted] for any inconvenience and appreciate his business!
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.
We will be replacing Mr. and Mrs. [redacted] refrigerator. The process has already been initiated. Customer Service Manager will be following the process thru completion to ensure a smooth, successful delivery.
Initial Business Response /* (1000, 6, 2015/11/19) */
I apologize that Appliance Factory and Mattress Kingdom has not met your expectations in this transaction. I appreciate you getting back to me with the serial number for the washer. In your complaint you stated that you had a qc form with an F...
rating. I was hoping that you could email me a copy of the form so that I can work to resolve this issue for you. The email address is [redacted]@appliancefactory.com
Initial Consumer Rebuttal /* (3000, 8, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have sent the copy of the QC form that came with the appliance to the email address indicated above ([redacted]@appliancefactory.com).
I am also including the QC form here.
Final Business Response /* (4000, 12, 2015/12/02) */
Appliance Factory & Mattress Kingdom sincerely apologizes we have not meeting your expectations! We make every attempt to set proper expectations with our customers and have processes set up ensure satisfaction. For example, all customers have final right of refusal upon inspection of any Out of Box products prior to taking ownership and acknowledge acceptance by signing off they have fully inspected unit and are satisfied with product and installation of product. In this case, an agent set by the consumer signed and accepted the product. Washer is still in use by consumer.The condition of product was clearly communicated to consumer and quality control form consumer has provided to the Revdex.com clearly shows its considered an A- condition with Front Very Minor Scratches/ Top Very Minor Scratches/ Right Dent & Scratch/ Left Dent & Scratch. At this point, Appliance Factory is at an impasse [redacted] consumer. We [redacted] continue to help consumer and Manufacturer address any performance issues with unit, now and in the future, to ensure is functioning as designed. Consumer has full Manufacturer's limited warranty. Again, we sincerely apologize for not meeting your expectations.
Final Consumer Response /* (2000, 20, 2015/12/23) */
From: [redacted]
Sent: Monday, December 14, 2015 6:46 PM
To: ** mgr; [redacted]
Subject: Re: Washer Replacement
The washer was delivered today and it was in unopened box. I inspected it myself and there was no scratches or dents.
It was installed and operational when the delivery left.
I would assume that you have already charged the $100 difference on the credit card I provided you.
I will request the Revdex.com to remove my complain as agreed.
[redacted]
Dear [redacted], As you know we are currently working on repairing your microwave and you are scheduled for 4/25/18. Brand Source Service and Repair is just a service company and does not hold any warranties. Your current warranty company is PPP. Their phone number...
is 303-372-6760. PPP has only approved repair for your unit not replacement. Your extended warranty expired on 2/01/2018. PPP is aware that your issue is still existing and is honoring their warranty by repairing the unit. As far as Brand Source goes our techs are highly trained and will complete repairs depending on the parts availability. We will schedule promptly depending on the parts arrival times. We do not replace units or issue credits on any appliances. Thank you,Ashley H[redacted] Brand Source Service & Repair303-758-5808
Our company has a no refund policy on Electrical parts and it is stated on every sales invoice.An exception was made and this customer was issued a full refund on Friday 1/22/16.The customer said at that time he was going to remove his complaint.Thanks[redacted]Manager Fort Collins Parts
April 27, 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 rebuttal letter to us from Ms. [redacted]. She stated she agreed to a repair on her dishwasher by 04/19/16 for the stated price. The technicians are only able to provide an ETA of parts. Brand Source Service nor it’s technicians can control the vendor where parts are ordered, the shipping companies used, the manufacturing of the part or the availability of the part. When we order a part we request an ETA, the ETA may change during the course of the order based on the availability, the location of the part, the shipping of the part and the manufacturing of the part. The repair can only be completed with the correct parts. Once the parts are received we contact the consumer to schedule the repair. As noted on previous letter the part was received on 04/19/16 at 12:44pm. We called the consumer to see if she wanted to continue service and she denied. We had the part available to complete the repair on 04/19/16. Ms. [redacted] canceled the service, Ms. [redacted] was informed earlier on 04/19/16 that she would be charged the trip, diagnosis and a restocking fee. At this time we consider this a closed issue. Ms. [redacted] was informed on 04/19/16 we had the part and could schedule, she denied. Ms. [redacted] was charged for the trip and diagnosis, and a restocking fee for the part. Sincerely, Merlyn Ballou Brand Source Services
We have contacted customer and have come to an amicable solution for both parties.
To whom it may concern,After looking into this Appliance Factory is not responsible for the malfunctioning of the ** LDF5545ST dishwasher. After looking into the details the customer the unit delivered on 11/17/2016 and my system does not show one of our certified techs installing the...
unit. Additionally Ms. [redacted] did not purchase an extended performance plan from either us nor **. This unit comes with a 1 year limited manufacturers warranty which we are well past that so the manufacturer is not responsible after that time. I have taken the liberty of reaching out to ** direct to see if they can be of any assistance to Ms. [redacted] and resolving the issue.Thank you,Lonnie H[redacted]Store ManagerAppliance Factory & Mattress Kingdom680 Garden of the GodsColorado Springs, CO 80907719-593-1617
May 27, 2016 [redacted]/Boulder Revdex.com [redacted], CO [redacted] Attn: [redacted] RE: [redacted] & [redacted] Ms. [redacted], Thank you for forwarding the letter to us from Mr. [redacted]. The letter stated that he wants his warranty to...
provide another resolution that does not include the manufacturer required repair. On 4/26/16 I spoke with Ms. [redacted] and informed her that her unit was part of a [redacted] service bulletin that required a gasket to be put on the back of her unit. This is a known issue with [redacted] and the repair is the required fix. Ms. [redacted] was informed that her warranty company Product Protection Plus will not proceed with replacement review until service kit that is on recall with [redacted] is completed. Ms. [redacted] informed us she does not want to do it because it will not fit in her home. Ms. [redacted] was informed that is a manufacturer issue and something that we cannot fix. Ms. [redacted] was provided the website for the terms and conditions of her warranty. 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.
Initial Business Response /* (1000, 6, 2015/10/30) */
As the store manager here in [redacted], I am deeply sorry for the problem described. We strive to have excellent service and customer care at Appliance Factory / Mattress Kingdom, unfortunately there [redacted] be problems that arise when dealing with...
the general public. We have numerous precautions and procedures in place to prevent these kind of problems and we can all learn something from this experience. Having a person on the job site that speaks English and knows how the delivery process works is imperative to a smooth delivery and installation. Refusal of products is always acceptable at the time of delivery with no charge to the customer. In the future we hope to resolve these problems before the arise.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please respond with documentation to explain the reason a damaged refrigerator was delivered by Appliance Factory Outlet to the buyer in place of the ordered new refrigerator.
The itemized sales receipt attachment clearly states the refrigerator was purchased at full price, and "New In Box ", listed as NIB on the second line of the itemization on the invoice. Buyer was willing to wait the estimated two week delay in delivery for the NIB item, she told [redacted], the salesman, because the refrigerator in the home was in good working condition and did not need immediate replacement. The NIB listed was entered, printed and signed by Appliance Factory salesman [redacted], from the [redacted] location. He was in the newly opened [redacted] store training employees and sold the refrigerator to the buyer.
The contact phone number listed on both the sale invoice and delivery invoice of the purchase was XXX-XXX-XXXX, the cell phone of [redacted] Wacker. The contact number was given to [redacted], by the buyer, at the time of sale, and [redacted] entered the phone information on the computerized [redacted] of sale and invoice. No other contact number was given to the store at any time. The buyer indicated [redacted] as the only contact person.
The first contact received by [redacted] after the purchase, as verified by his cell phone records, was by a delivery person midday, Saturday, September 19, indicating delivery would be made around 1:30p.m. Two more calls were made to [redacted] that afternoon indicating delivery would be delayed.
No mention was made by the delivery person that the refrigerator being delivered was a "scratch and dent" refrigerator. No one from either store made any contact with the buyer or [redacted] relating to that delivery date or any change in the original terms or condition of the refrigerator being delivered.
He removed the refrigerator found in the kitchen and placed the new refrigerator in the same location. He did not plug in the appliance.
Buyer contacted [redacted] Wacker Monday morning, September 20, to request he come to the home and check the appliance to see if it was in working order. They did not know that the new refrigerator was damaged until after the deliveryman left. [redacted] saw that the refrigerator had not been plugged in by the delivery person and no food had been placed inside. As he moved the appliance to plug it in and check it, he, too, observed the noticeable deep crease and indentation on the refrigerator side and took a photo to document the damage. [redacted] went to the [redacted] store that morning and talked with one of the managers about the damaged unit .That manager assured him that [redacted] would be contacted about the situation and would be responding to the buyer's concern right away. The [redacted] manager checked both the sales invoice and the delivery ticket on his computer and confirmed that the invoice said "New in Box", NIB, but the delivery ticket stated "Dent and Scratch" .
[redacted] went back to the home and plugged in the appliance so that the family would not be without a refrigerator while they awaited a reply from the company. No phone call was received Monday or Tuesday. On Wednesday and again on Thursday [redacted] went to the [redacted] store for some resolution to the complaint and was told they had not heard from [redacted]. On the following Monday, when [redacted] returned to the [redacted] store, he was told [redacted] was going to be on vacation for the next week and would not be available. He gave no response to the question about why the buyer's concern had not been addressed for a week.
When [redacted] returned [redacted]'s call, he was told the refrigerator could not be returned because "it was company policy" that if it (the refrigerator) had been plugged in and had food in it, it was considered used and not eligible for return. But he would offer to give the buyer $200.00 if they kept the unit. This was the first time anyone had mentioned anything about company policy relating to food in the refrigerator or not plugging in the appliance.
If that policy had been clearly stated to [redacted] at the time he went to the [redacted] store the Monday, after the unit was delivered, the buyer and the seller would have had no problem delivering the " New in Box" refrigerator, at a later date, because the unit had still not been plugged in and no food had been placed inside.
We are forwarding for your review an attachment of a telephone call made to [redacted] Wacker, on his cell phone indicating the Appliance Factory Outlet's response to the buyer's complaint, as given by one of the [redacted] managers.
Additional reimbursement request:
4 year warranty (listed as WAR0WRXXXXXX) second item on [redacted] $179.00
Final Business Response /* (4000, 10, 2015/11/18) */
Appliance Factory apologizes for not meeting [redacted]'s expectations. It is our sincere hope to create a raving fan experience for every customer. We appreciate Mrs. [redacted] community service helping [redacted] in her decision making process being a non-english speaker. Unfortunately, the selection was a new out of box unit. It has the same manufacturer's warranty as New in box product. [redacted] received an additional discount from the price indicated for a new in box unit. Knowing a new in box unit would take 2 weeks to deliver, the customer was clearly communicated they were receiving a minor blemished unit for a discounted rate that was available. Unit was delivered within the week. Damage was disclosed. On delivery unit was signed off by customer they had fully inspected unit and were satisfied with installation and product. Customer had every right to refuse it on delivery prior to use. Once a unit is installed and begins to be put to use with food in it, it is considered a used product and cannot be resold by Appliance Factory. The damage is minor and may be why it was missed on customer inspection. Appliance Factory has made every attempt to complete our contract with [redacted]. Unit is fully functional. Based on this information, we cannot return a used product without manufacturer approval and are at an impasse [redacted] customer. Again, Appliance Factory sincerely apologizes for not meeting [redacted]'s expectations.
Dear Mr. [redacted], We have set up delivery of your wall oven for today, January 12th 2018. If you need anything else, please feel free to contact us at Appliance Factory and Mattress Kingdom. Thank you.
Initial Business Response /* (1000, 8, 2015/07/23) */
This is [redacted]. I cannot locate this customer in our database with the information supplied. I did leave a message on the number provided and sent an email. Waiting on additional information from the customer in order to proceed. ...
Final Business Response /* (1000, 35, 2015/09/29) */
The issue still hasn't been resolved. What was there response?