BBB Business Review

Text Sizesmall medium large

BBB Business Reviews may not be reproduced for sales or promotional purposes.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Appliance Factory & Mattress Kingdom include:

  • Business has failed to resolve underlying cause(s) of a pattern of complaints

Factors that raised the rating for Appliance Factory & Mattress Kingdom include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 151 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

151 complaints closed with BBB in last 3 years | 45 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 7
Billing/Collection Issues 17
Delivery Issues 2
Guarantee/Warranty Issues 32
Problems with Product/Service 93
Total Closed Complaints 151

Additional Complaint Information

BBB has identified a possible pattern of customer complaints. Specifically, consumers allege Product Issues that they will purchase a new appliance such as a washer, dryer, refrigerator ect. and once the product is delivered, it either doesn't work or needs multiple repairs done. Further, consumers state that the company will not refund or replace their product, even if the company cannot repair it. Consumers also allege Customer Service Issues stating that the company does not call consumers back, or follow up on their requests for dispute resolution. Consumers also state that the company does not follow through on their promises to assist with issues relating to their purchases.

BBB met with the company on October 14, 2014 to address the allegations. The company's response to the potential pattern of complaints included the company's 24 hour policy for responding to BBB complaints, upper management being tasked with addressing escalated customer disputes and that the company requires its consumers to sign off on their appliances condition once it is delivered.

In regards to the product issues, the company stated that it is the only appliance retail provider that inspects and tests all appliances to make sure that they are in fact new and not used - BBB conducted research into the industry to determine the validity of this response given the high volume of consumers who are alleging product issues. BBB spoke with other business owners in the same industry who consistently stated that they have never had a need for quality control checks on incoming appliances as they are all new, and if there are any issues which are rare, the manufacturer will replace the appliance quickly, and in good faith.

BBB met with the business again on May 19, 2015 in order to gain further clarification on the product allegations, and to allow the business an opportunity to discuss certain internal changes that have been made. The business stated that they sell "Out of Box Products" which are products that have been inspected by the business and have been determined to be new, like new, functionally new, as new condition and may have cosmetic imperfections. The business stated that all sales representatives review this policy with each customer prior to purchase and further, that this policy is displayed at all stores. Lastly, the business stated that there is a specific ratings system used to classify "Out of Box Products" appliances in terms of its potential cosmetic damage. BBB will continue to monitor incoming customer complaints for any potential patterns of concern.

Appliance Factory Outlet, encourages consumers to contact their designated customer relations contact Ms. Jamie Steward at 303-654-2804, prior to filing a complaint through our office.

Customer Reviews Summary Read customer reviews

15 Customer Reviews on Appliance Factory & Mattress Kingdom
Customer Experience Total Customer Reviews
Positive Experience 11
Neutral Experience 0
Negative Experience 4
Total Customer Reviews 15

Additional Information

BBB file opened: August 23, 1989 Business started: 02/05/1988 Business started locally: 02/05/1988 Business incorporated 02/05/1988 in CO
Type of Entity

Corporation

Business Management
Mr. Charles Ewing, CEO/President Mr. Merlyn Ballou, Service Operations Manager Mr. Jason Duong, Marketing Manager Mr. Chuck Ewing, Owner Mr. Seth Mattock, Manager Ms. Jamie Steward, CEO Scheduler Ms. Kimberley Stubbs, Quality Assurance Manager
Contact Information
Principal: Mr. Charles Ewing, CEO/President
Customer Contact: Ms. Kimberley Stubbs, Quality Assurance Manager
Business Category

Appliances - Major - Dealers Appliances - Major - Service & Repair Handyman Services

Alternate Business Names
A AABCO Quality Appliance, INC A Affordable Pre-owned Appliances A and A Quality Appliance A-A Aquala Appliance, Inc. AA Appliance Repair Inc. AA Emergency Service Company AA Quality Water Heater, Inc. AA Water Heater, Inc. Aaberson & Aberson Quality Appliance, Inc. ABC SignZ Affordable Used Appliances Appliance Factory Outlet Appliance Factory Outlet & Mattresses Appliance Factory Outlet & Mattresses Appliance Factory Outlet - Colorado Springs Appliance Factory Outlet - Sales/Service/Parts Appliance Factory Outlet: Distribution Center Appliance Factory Parts Appliance Factory Repair Appliance Factory Sales Appliance Factory Service Boulder Valley Appliance Brand Source Handyman and Remodeling Contractors Brand Source Service Brand Source Service: Appliance Factory Service BrandSource Service & Repair Brandsource Waterheater Service Builders Appliance Headquarters C & H Appliance Factory Outlet Contract Appliance Contractors Appliance Headquarters Discount Sign and Banner Emergency Service Company Interstate Appliance Lefty Appliance Lefty Appliance Design Center Lefty Martin Appliance Mattress Factory Mattress Factory Outlet Mattress Kingdom Mattress Outlet The Appliance Factory Repair The Appliance Factory Sales The Appliance Factory Service
X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.