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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

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    1045 Zuni St.

    Denver, CO 80204

  • THIS LOCATION IS NOT BBB ACCREDITED

    1401 Ken Pratt Blvd

    Longmont, CO 80501 (303) 651-9270

  • THIS LOCATION IS NOT BBB ACCREDITED

    19185 E. Lincoln Ave

    Parker, CO 80138 (720) 851-8855

  • THIS LOCATION IS NOT BBB ACCREDITED

    2816 N. Colorado Blvd

    Denver, CO 80207 (303) 388-0823

  • THIS LOCATION IS NOT BBB ACCREDITED

    2875 S Santa Fe Dr

    Englewood, CO 80110 (303) 806-6222 (303) 331-3473

  • THIS LOCATION IS NOT BBB ACCREDITED

    445 W 53rd Pl

    Denver, CO 80216 (303) 781-4595

  • THIS LOCATION IS NOT BBB ACCREDITED

    5880 W 88th Ave

    Westminster, CO 80031 (303) 657-0199

  • THIS LOCATION IS NOT BBB ACCREDITED

    5995 E Evans Ave

    Denver, CO 80222

  • THIS LOCATION IS NOT BBB ACCREDITED

    6005 E Evans Ave

    Denver, CO 80222 (303) 782-9000 (303) 759-5555 (303) 449-4440

  • THIS LOCATION IS NOT BBB ACCREDITED

    8086 W Bowles Ave

    Littleton, CO 80123 (720) 354-4433

  • THIS LOCATION IS NOT BBB ACCREDITED

    8262 S University Blvd

    Centennial, CO 80122 (720) 763-3313

  • THIS LOCATION IS NOT BBB ACCREDITED

    880 E 104th Ave

    Thornton, CO 80229 (303) 255-2085

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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.

Complaint Detail(s)

2/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 10/8/15, I went to Appliance Factor in Parker, CO and spent $6,016 on brand new appliances, including a dishwasher. I had to pay to have it delivered/installed and the installer said I would have to pay for a custom install due to the height of my floor in the kitchen. I used the vendor they recommended, and paid $200 EXTRA on 10/13/15 for them to install. Unfortunately, **** (or whatever his name is contact # ************) did not tighten the pipe resulting in a leak. On 12/4/15 at 9:00 p.m. I discovered the leak and contacted Appliance Factory on 12/5/15 to report the water damage. They sent a guy named **** out immediately (contact ************) and he inspected my damages, admitted that it was their fault as their custom installer did not tighten the pipes and assured me they would fix it ASAP and make it right. He sent out 2 contractors for an estimate and told me he would let me now when it was approved. On 12/18 **** sent me a text saying he submitted the estimates for approval and will let me know. For 3 weeks I heard nothing. I contacted him on 1/6/16 to find out the status and he said he was waiting on his boss to approve. No updates. On 1/11/16 I had to contact him again for the status and I asked for his supervisors name, *** ****, so I called him on 1/12/16 and left him a detailed voicemail and so far today, 1/14/16 I still have not heard from him, nobody has fixed my water damage and now I have respiratory issues from the mold in my house. I have mold under my sink, that area is completely damaged by water, my entire livingroom, hall hard wood floors are damaged, bowed and must be replaced. Probably mold under them too. The water leaked into my crawl space and in the ceiling and walls of my brand new finished basement and all of that must be replaced. This is a substantial water leak with mold and it has been 6 weeks since I found the leak and reported it and NOBODY has come forward to schedule a time to repair this damage. I am tired of getting the run around.

Desired Settlement: I want my hardwood floors completely replaced that were damaged, under the sink replaced (it has mold and is water damaged), mold removed from the entire house (in areas from this water leak), ceiling and walls in my back room finished basement repaired/replaced and any other hidden damages. I also want to be reimbursed the $200 that I had to pay on top of the original install/delivery fee since the guy did not tighten my pipe resulting in SUBSTANTIAL water and mold damage.

Business Response: I spoke with ****** earlier today and have begun the process of evaluating the situation and bringing it to resolution.  ****** will receive a follow up call this afternoon with a more specific plan to rectify this moving forward.

Business Response: I have emailed ****** asking for more accurate information with the hopes of making progress toward a resolution.

Consumer Response:
Complaint: ********

I am rejecting this response because:   I want to keep this complaint open until the damage is completely repaired in my house. They have an appointment this coming Monday to come out to inspect the damage but I have no idea how long it's gonna take for them to actually fix it and I don't know if it will be to my satisfaction.   At this time they are at least finally communicating with me but again I want to keep this complaint open until my house is repaired and the mold is gone 

Sincerely,

****** ******

1/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I took my dryer thermal fuse and they checked it for me then said it was broken. Then, I bought a new one from them. Before opening the new one I figured out that the old fuse was not broken. I went back to them and tell them I wanted to return the new one because the old one is good. They refuse to return it even it has not been installed or even oped from its bag. I feel that is not fair especially because they did not test the old fuse correctly.

Desired Settlement: Refund the whole price

Business Response:

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
*** ******
Manager Fort Collins Parts

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,
****** *******

 

1/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: During the installation of newly purchased appliances, the Brand Source employee damaged newly installed vinyl flooring in the kitchen and a microwave This is a summary of the issue I sent over to Brand Source: October 5, 2015- The installation of the Refrigerator and Stove went off without any issues. My husband advised the 2 installers that we just had new flooring installed in the entire condo (carpet and linoleum) and asked that they be careful. According to my husband, they were very professional and respectful, and did what they needed to ensure that the flooring was not damaged. Unfortunately, that was the last amount of quality service we received by your company. When the next installer came later in the day to install the Dishwasher and Microwave things were complete opposite. The installer, **** ******, was all by himself. My husband told him the ***e thing about the floors but this time there was a complete disregard; not just with the floors but with the entire installation. My husband complained that **** smelled like an ashtray. I don't care if he smokes or not but know he is the face of your company and this is how he is representing your business. Unfortunately for you, this was the least of the problems that day... During the installation of the dishwasher, **** caused a huge gash on our NEW floors! The one thing that we cautioned him about he did it anyway! When it came to the microwave, he put it in the box the new one came in and slid it along the carpet, which didn't have any plastic on to ensure the floors didn't get dirty. Since he was all by himself, my husband offered assistance getting the old microwave downstairs which **** declined. Shortly after, my husband heard a crash at the bot*** of the stairs. **** said everything was ok but when my husband called him out it turned out that the microwave was completely damaged. Please note, we were keeping all of old appliances for potential resale so when this damaged occurred that changed our ability to resell the microwave. I am still in shock that rather than take ownership for his mistake, **** was going to try to sweep it under the rug. I love the accountability your employees possess...again he is the face of your company! Shortly after the installation was complete, I made a call into the office where I spoke with *** to start the damage claim process. He was able to put me in contact with **** *****, who I made an appointment with so he could come out to the condo to assess the damage. The appointment was scheduled for Oct. 21, 2015 and is the start of my next headache with your company... October 21, 2015- I met **** at my condo that afternoon and explained the entire story of what happened during the installation. He took pictures of the floor and also noticed that the dishwasher was installed without spacers, which he made note of. I then took him out to the garage to show him the microwave. Again, he took pictures, and then told me that from what he saw the microwave was not salvageable and would need to be completely replaced. Before **** left, we discussed timelines and he ensured me he would get the ball rolling on this and should have an update within a week's time. He looked me in the eye and shook my hand therefore I put my trust in him which come to find out was a huge mistake on my part. I never heard anything back from **** so I started my long line of calls into your company. I have been dealing with this issue now for 2 months and have been doing my due diligence to get this resolved. I have been chasing down your employees which as a cus***er I shouldn't have to do. I am in the business of Cus***er Service myself and I am disgusted with the lack of action and ownership that I have witnessed by your company. As of 12/31/2015 I was told that no compensation will be given for the floors and no further action would be taken.

Desired Settlement: At this time, we are looking for compensation for the damaged floors and a new microwave.

Business Response: We have resolved this matter with ****** *** ***.  She has communicated to us that once she receives her settlement documents from us in the mail that she will then remove this  complaint.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I did speak with *** **** 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,
****** *****

1/16/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: BUYER BEWARE!!My wife and I went into this store and worked with a salesman to select a refrigerator for our home. We selected a particular refrigerator and the salesman placed the order. We paid the total price. The product was delivered 4 days later. The installers left with all insides taped for us to unload all the shelves, etc. As we were doing so, we discovered that we did not got the refrigerator we thought we bought. We immediately called the salesman and told him. He said we would find out our options and call us back. 10 days later I called him back to find that he had not gotten any answers for us. We spent the next two days trying to get answers to what we could do. We either wanted to get the fridge we had decided on or get a fair price (lower) for the one that was delivered. The one delivered was smaller and did not have the 2nd ice maker. The salesman properly admitted that he had made a mistake and did not catch it. Then he said his manager offered a couple of nice PILLOWS to solve the problem!!! After another day with no resolution I asked for a meeting with the store manager. That was today. My wife and I had the meeting and did not get a fair resolution. They WOULD NOT GIVE US THE FRIDGE WE WANTED BECAUSE NOW THE ONE WE HAD WAS USED. This was after they did not respond for 10 days, and then I had to call them. They also would not give us a fair price for the one we now had. SO WE ARE STUCK! Product_Or_Service: GE Refrigerator Order_Number: **********

Desired Settlement: DesiredSettlementID: Billing Adjustment We wanted the refrigerator we thought we bought and the price we paid OR a fair price for the one we ended up with.

Business Response: We are truly sorry that our associate made a mistake in the ordering process of this fridge. Because of the mistake we have refund $400 back to ** ****** which is what he was asking for to keep his current fridge. We also offered to return the wrong fridge and deliver the one he wanted while paying the market price for it. We have worked very hard as you can see to rectify this with this customer.

Business Response: We are truly sorry that our associate made a mistake in the ordering process of this fridge. Because of the mistake we have refund $400 back to ** ****** which is what he was asking for to keep his current fridge. We also offered to return the wrong fridge and deliver the one he wanted while paying the market price for it. We have worked very hard as you can see to rectify this with this customer.

1/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Wrong compressor was installed in my refrigerator that completely damaged it beyond repair. My fridge was not cooling. I called ** and they recommended that I talk to their partner ***** ****** in Colorado to fix the issue. *********** sent a person to fix (who was not trained) and ended up putting the wrong compressor in the fridge that damaged other parts of the fridge (for obvious reasons). As the fridge didn't work with the wrong compressor (I complaint again to them) and they sent another experienced repair man who was quite horrified with the work that was done. I have a letter from ***** ****** acknowledging that a wrong part was put it. At this point I had already paid them $400 for the repair that they failed to provide. I invited **'s own technician to check out the fridge and they mentioned that it was beyond repair and eventually gave me some credit towards a purchase of a new unit. ** did what they could. I was fairly shocked at the attitude and indifference of ***** ******. They were never apologetic towards the incident, the time money and effort I wasted with them. They finally agreed to refund after lot of persuasion. I can provide all dates (if required) in this case. I don't think ***** ****** will do anything here.

Desired Settlement: An apology letter from the owner of the business so that he is aware of the situation. I would really like them to give me the difference between the cost of my replacement and what ** credited me with. It would be approx. $300. I bought the ** for about $1400 and ** credited me $1100 (they depreciated, rightfully). But I didn't have to go through all this if ***** ****** had fixed the fridge in the first place.

Business Response: December 29, 2015

Denver/Bou*der Better Business Bureau
**** ******** ******
Denver, CO 80204
Attn: **** ********

RE: ****** ****** Case# ********

Ms. **** ********,

Thank you for forwarding the *etter to us from Mr. ****** ******. 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. ****** dec*ined repair and paid $55.00 for trip and diagnosis.

Mr. ****** 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. ****** informed him we had received parts and schedu*ed service for 08/14/15.

Mr. ****** 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. ****** 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. ****** on 08/20/15, he requested a fu** refund, informed I wou*d review and ca** him back. I ca**ed Mr. ****** on 08/21/15, informed him we wou*d provide a fu** refund. Mr. ****** requested a fu** refund and we comp*ete the service, informed him we wou*d provide the refund or the repair.

I ca**ed Mr. ****** on 08/28/15, he stated he had decided on the refund.

On 09/01/15, I responded to a comp*aint Mr. ****** had registered with *G, informed *G that consumer had requested the repair at no cost and a fu** refund. We had provided a fu** refund per his decision.

Mr. ****** requested a fu** refund, a fu** refund was provided. The unit was repairab*e. *G chose to provide Mr. ****** a credit for his unit. We consider this to be a c*osed case.

I apo*ogize for any inconvenience this has caused Mr. ****** ******. ***** ****** ******** continues to refine and update it's po*icies and procedures to provide the customer with above satisfactory service.

Sincere*y,

****** ******
***** ****** ********

Consumer Response: (The consumer indicated he/she DID NOT accept the ******** from the business.)
There are certain parts of the above story that are inconsistent and not true.
8/14/15- The technician (an untrained contractor) replaced the compressor and told me to wait for a few hours before I could tell if the fridge was working. We never agreed that the "unit was cooling".
8/15/15- We were angry since the unit didn't work after we paid $450 and I escalated so that I could talk to a manager but was ignored. No one returned my call.

I finally got them to have someone come and take a look at why the fridge wasn't working. There experienced technician told me that the wrong part was installed with damage, I have pictures to prove. I also have a letter from the technician to prove that wrong part was installed. How can the unit cool if the wrong part was installed?

At this point, they screwed up my fridge and didn't return my original compressor (that had gone bad according to them) that they swapped with a supposedly good one (wrong part). How can they blame ** for sending the wrong part? Aren't they responsible for actually putting the wrong part in my fridge?

At this point, I had lost trust with them. I called ** and asked if they can help. They told me that they will send someone to look at my fridge. The ** technician came and pretty much told my that my fridge cannot be fixed. ** did provide me a partial credit for the fridge.

*********** did refund the repair dollars but I had to purchase a new fridge and the difference between what ** paid me and the new fridge is $300 and I am requesting *********** to pick up that tab because of the wrong compressor installation.

Honestly, the attitude that *********** had towards all this was unbelievable. Instead of apologizing for their mistake they are still blaming ** for sending the wrong part. Obviously they don't care about customer satisfaction and doing the right thing.

********* ******** **** ****** ******** **** **** *********

1/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: See scanned complaint

Business Response: Initial Business Response /* (1000, 5, 2015/11/22) */ We did everything we could to accommodate to *** ******* happiness. The wall oven model number GE ********** is a $900 unit. He was unhappy with a few things so we ended up giving him the unit for $550. He came in a few days later and we then gave him a $75 credit bringing the total down to $475. We were then informed about a scratch on the handle so we ordered him a new handle free of charge and gave him a 10YR major component warranty since he had to wait for it to come in. Initial Consumer Rebuttal /* (3000, 7, 2015/11/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Appliance Factory 'response' seems to indicate that we were NOT happy at the time of purchase. We had NOT seen the unit at the time of purchase as it was in California & they had it shipped up to their operations in Colorado and delivered to us 7 days Later. This was the 1st time we had seen the item. They seem to indicate that we were aware of the 'issues' on this unit - That simply in NOT TRUE. WE feel that they misrepresented this unit at the time of the Sale & continue to misrepresent the Issues & mislead about the manner in which the issues have been addressed. The overall pattern is that they have made up 'stories' all along & this is the source of our Complaint. The $75.00 credit was to replace the damaged electric cord, NOT to assuage our discontent. We have NEVER received the added 10 year warranty from them as Promised (& now indicate that they gave to us) I talked to General Electric about this unit & this is a Lowest end of Wall Ovens they manufacture. There is NO switch for turning on the Oven Light, which can be a problem baking a Souffle, as the only way to turn on the light is to open the oven. My son, the recipient of this oven, is a chef & is always trying new recipes at home. We would have NEVER bought this had we known that it was so Bottom End. Also, the $900 price is MSRP and I'm sure they picked this unit up for about $200. They have NOT 'done everything they could to accommodate' my happiness. All we have received , other than the $75.00 for the cord replacement, is USED Car Sales Talk & replacement Trims that were the wrong color (rec'd Stainless Steel for a Black Oven) which did NOT cost them anything as they were sent from the Factory Representative. The overall pattern from Appliance Factory is entirely Dubious information & filled with Specious Chatter in an attempt to Close this Case with NO further expense to them. Final Business Response /* (4000, 12, 2015/12/03) */ We reached out once again to the customer and offered a final amicable solution equaling or exceeding his original compensatory request and **** reissue the 10yr major component warranty information once again. This issue should be resolved.

1/5/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They offered 6-month no interest financing through 'Brandsource' (a **** backed company). When we completed our purchase they had us fill out an application, ran it through the system, and got us approved. We financed the purchase on the credit card, and paid in full in 5 months. Each month we were charged interest on the credit card. I figured they did this for 6-months then when the balance was paid-in-full they reversed (if paid within the 6 months). When I didn't see the accumulated interest reverse after the principal balance was paid, I called Brandsource. They told me that the store did not check off the promotion and therefore the 0 interest was never applied to our account. They informed me I would have to contact the store and have them file the necessary paperwork to get it reversed. I contacted them via email on 2 separate occasions. They told me they'd take care of it, I gave them a 2 months, and I still have interest accumulating. I called last week, gave an employee my information, my account #, and have heard nothing back from them and the interest is still accumulating in my account.

Desired Settlement: DesiredSettlementID: Billing Adjustment Complete the paperwork and submit to Brandsource (****) financing. Have accumulated and current interest charges reversed.

Business Response: Initial Business Response /* (1000, 8, 2015/07/23) */ This is ***** *******. 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?

12/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Washer delivered has more damaged than described during sales. We offered for an exchanged but we were told of no return policy. On October 17, 2015, after 10 years we came back, to purchase a new washer and dryer as the appliances we purchase 10 years ago were old and no longer operational. ****** the sales rep showed us a couple of options and we selected the following appliances: LG Washer WM3170WC $550.06 (open box/tax not included) LG Dryer DLE3170W $647.10 (tax not included) These were paid with our BA credit card with a total of $1,402.03 including tax, delivery and hauling. ****** told us to save money, we can pick one open box (but brand new with the same warranty) with a lesser price. The price for the washer was somewhere $650. He showed us an open box with a rating of Category # F - meaning visible crashes and dents. He convinced us that the one in the warehouse is Category A- and with small scratches not visible to the normal eyes and he showed us a sample for a different appliance. So we agreed to purchase a brand new closed box dryer and one open box category A- washer. The appliances were delivered on October 20, 2015. They were supposed to call me before the deliver so I could come home but they delivered before the agreed time range. My wife happily signed the delivery after they installed. We later discovered that there were more very visible scratches on the washer. We have the copy of the appliance form indicating the location of the scratches. The form indicates category F. The washer would also leak but not everytime. On October 21, 2015 I went back to the store to complain that the appliance delivered was not Category A- but a Category F as indicated in the form. I offered to return it and exchange for a brand new unopened box and pay the $100 difference. They did not agree. Instead they scheduled an LG technician to inspect the leak. The technician was scheduled to visit on October 29 and couldn't replicate the leaking issue. On that same day I immediately called ****** but he was not in for the day and I lef the message. I called the next day and he told him that the technician couldn't replicate the leak problem. I repeated my plea that I would rather pay the difference of $100 for an unopened box than have the Category F open box. I was told that there is no return policy. He said that they have a meeting with his boss on Saturday morning on October 31 and discussed the problem and he would call me on that same day Saturday October 31, 2015. Up to now, I haven't received a call from ******. I believe the sale practice was fraudulent and they delivered a Category F LG washer instead of a Category A-. My offer for an exchange and pay the $100 difference was also rejected and I haven't received any calls from them. Thank you. ****** ***** XXX-XXX-XXXX

Desired Settlement: Refund my payment for the LG washer. I **** never go back do business with them again although I was returning customer from 10 years ago and I was planning to buy a refrigerator after this purchase.

Business Response: 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 *****@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 (*****@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 BBB 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 **** consumer. We **** 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: ****** ***** Sent: Monday, December 14, 2015 6:46 PM To: ** mgr; **** ******** 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 BBB to remove my complain as agreed. ******

12/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Items not delivered or installed properly when scheduled. Took two more visits to complete. I purchased 4 appliances for my kitchen from Appliance Factory on Sept 24th (salesman *** *** for $6291.94. That price included delivery and installation on a date to be scheduled later. I told *** at that point that we live on a mountain road and that the items would need to be delivered in a smaller truck. On approximately Oct 26th, I called *** and we agreed to the delivery and install of all four items on November 6th. At the end of this conversation, I again mentioned the need for a small truck for delivery. On Nov 6th, two of the items were delivered and installed without incident. The refrigerator/freezer and range/oven is where we ran into problems. The driver arrived late morning on foot. He said that he was in a 40' truck and would be unable to complete the delivery. I called *** in an effort to fix things. He was unable to re-schedule the delivery before Nov 13th. On that day, ******* ***** and ***** arrived. They installed the refrigerator (but refused to remove packaging). ******* was obviously uncomfortable with the oven installation. He initially said that a propane conversion was needed and he would need to take the unit back to the warehouse. I then pointed out that I was on natural gas. He called ***** on the phone and spoke outside. At the end of the conversation, he continued with the installation. Once he was done, the burners would not light on the oven despite a good electric hook-up (ignitors clicking). He said that the problem must be the house gas line. I called my contractor and troubleshot the line myself. I found no problems and asked that ******* disconnect the oven gas line so I could check for gas at the output of the house line. ******* refused because of "safety" concerns. He did slightly loosen the connection and said "see, if there was gas in the line, we would hear and smell it at this point." He got in a big hurry to leave and did not want to give me any time to further troubleshoot on my own. I am no plumber, so I took him at his word and assumed the problem was something that I would have to address with my contractor. After I reluctantly signed the paperwork, he and ***** left in a hurry. I disconnected the oven gas line myself and there was actually good gas flow from the house line. I immediately started making calls. *** was not working that day and his manager **** was also off. I eventually started working with **** ****** who made an honest effort to try and help me. Eventually, we concluded that there was no way to get qualified installers to my house until Nov 16th. On Nov 16th, ****** ********* and *** arrived. They correctly installed the same oven that ******* and ***** had left behind. ******* had not waited long enough for the gas to make it through the oven's gas lines. ***** and *** also helped me fix a problem with the refrigerator which was discovered after I removed the packaging. As of 10:30am Monday Nov 16th, I had four working appliances in my house, ten days after I had scheduled and paid for.

Desired Settlement: First I should be refunded the $275.00 which was charged by ******* ***** and ***** for the botched delivery/install attempt on Nov. 13th. ******* was not properly trained or qualified to install the oven and could have put me and my family at risk with his fumbling attempt to perform a job he knew to be beyond his abilities. He dishonestly tried to place the blame on my contractor to cover up his inadequacies. Appliance Factory will continue to employ Mr. ***** at their own peril. Second, I was without the use of a refrigerator/freezer for seven days beyond the agreed upon date. I was without a range/oven for ten days. During that time, my family was forced to continue eating out, unable to prepare meals at home. I called **** A ****** to ask the cost of a short term rental for a refrigerator/freezer and range/oven. One month is their shortest rental. Refrigerator/freezer costs $120 and a range/oven $115. Thirdly, and most importantly, instead of missing one day of work (Nov 6), I had to miss three (also Nov 13 & 16). I am a Captain for ********* ********* I am paid $187.74 per "trip". By contract, I am paid a MINIMUM of 6.5 trips per day. $187.74 x 6.5 = a MINIMUM of $1220.31 which I was not able to make on Nov 13th or 16th, total $2440.62. 275.00 +120.00 +115.00 +2440.62 ___________ =2950.62 If this was a lawsuit, I would also be asking for something for "mental anguish". I can't begin to describe my level of frustration when I realized that my trusting nature had been taken advantage of by ******* ****** To say that I would recommend others against doing business with Appliance Factory is an enormous understatement.

Business Response: Initial Business Response /* (1000, 6, 2015/11/18) */ I am sorry, and have apologized to this customer, that we did not meet his expectations on our first try. Providing the best customer service possible is our top priority. The customer expressed concern about other company's inabilities to deliver to his mountain home, so we sent a small, 24ft truck to make his delivery but could not navigate his driveway, even with the smaller truck. We returned as soon as we could with a van we had to specially equip and successfully completed his delivery. Upon installation however, the installer had trouble with the customer's gas line and out of safety concerns recommended the customer speak with a certified plumber. Safety is also a top priority. To be sure it was not an issue we could not fix considering this customer's experience thus far, we returned to the customer's home with a supervisor and completed the installation. As it turned out, the customer's gas flow was just unusually slow. Because the customer's experience did not represent the service experience we strive to provide and inconvenienced him, we not only refunded the $275 delivery charge on 11/18/15, we increased his refund to $350 to express our sincerity. The customer is not paying for any of the services he was dissatisfied with. The customer has confirmed that all of his appliances now work great! Unfortunately, we are still at an impasse.

11/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Non-English speaking customer came to the store with a community service volunteer, *************, who assisted with the purchase of a new in box refrigerator and paid cash. Store would not sell floor model wanted and customer was willing to wait for new in box refrigerator to arrive in 2 weeks. They had 3-4 year old working refrigerator and were willing to wait for a new one. Purchase date 9/3/15. No further communication received until 9/19 when delivery person called telling **********( the phone contact specified on the order) that delivery would be that day early afternoon. No other phone number was ever given in writing or in person to the store.Customer waited 4 hours. Refrigerator that was delivered was same model ordered but dented and scratched, visually apparent after it was placed in the home. No one from the store contacted the contact number indicating they were delivering a damaged unit. No one at the home when delivery was made spoke English.Monday store was contacted about the damaged refrigerator. The store indicated they would contact ****, the sales person about the problem. No return phone call. Store contacted Wednesday and again Thursday. No return phone call. Following Monday we went in person again to store. They told us **** would be gone for a week. When **** did return call, 2 weeks later, he told us they would not take back a used refrigerator and customer had agreed to that delivery. At no time did the customer agree to accept anything other than a new in box refrigerator. They do not speak English and Ken or Conner,the contact persons who assisted with the sale was never called about this. Company refused to deliver a new in box refrigerator as contracted and told customer to call President Hotline. Hotline was called and has never returned phone call. Product_Or_Service: Frigidaire refrigerator/09/03/2015 Order_Number: XXXXXXXXXX Account_Number: customer #XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) We want Appliance Factory to come and pick up the damaged refrigerator that was delivered to our home. We want a refund for the amount of the refrigerator, tax and 1/2 of the delivery charge. (We are not asking for the total delivery charge because a stove was delivered at the same time.) We have been fair and patient since September 19 when the refrigerator was brought to our home and we want no further contact with this company.

Business Response: Initial Business Response /* (1000, 6, 2015/10/30) */ As the store manager here in *******, I am deeply sorry for the problem described. We strive to have excellent service and customer care at Appliance Factory / Mattress Kingdom, unfortunately there **** 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 ****, 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 ****, from the *********** location. He was in the newly opened ******* 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 *** Wacker. The contact number was given to ****, by the buyer, at the time of sale, and **** entered the phone information on the computerized **** of sale and invoice. No other contact number was given to the store at any time. The buyer indicated *** as the only contact person. The first contact received by **** 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 *** 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 *** 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 *** 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. *** 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. *** went to the ******* store that morning and talked with one of the managers about the damaged unit .That manager assured him that **** would be contacted about the situation and would be responding to the buyer's concern right away. The ******* 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" . *** 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 *** went to the ******* store for some resolution to the complaint and was told they had not heard from ***********. On the following Monday, when *** returned to the ******* store, he was told **** 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 **** returned ***'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 *** at the time he went to the ******* 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 *** Wacker, on his cell phone indicating the Appliance Factory Outlet's response to the buyer's complaint, as given by one of the ******* managers. Additional reimbursement request: 4 year warranty (listed as WAR0WRXXXXXX) second item on **** $179.00 Final Business Response /* (4000, 10, 2015/11/18) */ Appliance Factory apologizes for not meeting *** ***'s expectations. It is our sincere hope to create a raving fan experience for every customer. We appreciate Mrs. ****** community service helping *** 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. *** 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 *** ***. Unit is fully functional. Based on this information, we cannot return a used product without manufacturer approval and are at an impasse **** customer. Again, Appliance Factory sincerely apologizes for not meeting *** ***'s expectations.

11/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Whirlpool Washer not working properly. The product is less than 2 weeks old. We purchase our washer on 9/29/2015, the product was delivered on 10/2/15. The 3rd day we used the product the washer began to spin and while spinning the washer was moving out of it's location. The spinning didn't completely drain all the water. when we called for a complaint we were told after 24 hours in our home, we had to go through the service repair. We did that, the service repair came on 10/20/2015 could see there was a sensor error code and once reset , the service tech told me it was operator error. We could utilize the washer the way it was advertised. We purchased a large drum, cannot us that, had to load our cloths in a certain way, the water sensor doesn't work the way the sales rep told us it did. Appliance factory doesn't respond to our request for an exchange in product, doesn't provide an escalation method for complaints. Only provide an 800 number that goes into voice mail with no call backs on our issue. Appliance Factory not accountable for terrible products. We are also waiting on a 10 year warranty promised by the store manager ***.

Desired Settlement: Refund or exchange for another washer.

Business Response: Initial Business Response /* (1000, 6, 2015/10/25) */ As the customer stated she was having an error code appear on the washer. The manufacture requires under their warranty that appliance need to be serviced and they the manufacture have the sole authority to return an appliance that has been used in a home. A high efficiency machine needs to be loaded differently than a traditional wash machine. This has been explained to the customer and if used properly the machine does not have any serviceable issues. We do have a presidents hotline for a customer to escalate an issue. In most cases you **** have to leave a message and **** be contacted within 24-48 hours depending on if the call falls on a weekend. We would like to help the customer in anyway we can including having her come in so we can demonstrate how to load the machine so he **** be happier with the operation. The 10 year major component warranty has been mailed twice to the customer and I have even offered to email a copy to them. Initial Consumer Rebuttal /* (3000, 8, 2015/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) the washer has been loaded according to the procedure. We called twice to have it service, the 1st time the company stated it was customer error, it was not. The 2nd time we called, the company stated to confirm the washer is being loaded properly. It has been and the washer continues to move during the washing, spinning cycles and still doesn't drain the water entirely. The manager *** has NOT to this date mailed the warranty and has never offered to email it. We are still having issues. We shouldn't have to be concerned about a product with issues less than 1 week old. We want a new washer or a refund. Final Business Response /* (4000, 11, 2015/10/29) */ I would be more that happy to send a photo of the receipt to Mrs ****** on her email as I had previously offered. To this date the service calls that have gone out have not identified any issues with the washer. The service tech has shown the customer how to load the machine to avoid the movement she is experiencing. The manufacture would have to authorize an exchange and they are claiming that the unit is working as designed.

10/29/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I received a dented refrigerator, and not working washer and damage to my vehicle. On 05/28/15 I purchased a stove and refrigerator from Appliance Factory & Mattress kingdom, 680 W Garden of the Gods,CO XXXXX and upon delivery, the refrigerator had many dents.Delivery company took photos of it and told me they **** contact Mr ******* from the store about it.He did not contact me until Jume 8th, 2015 which I have recorded since I was out of town. I called him back and admitted it was dented and he **** give a good deal on a compact washing machine if I decide to keep the dented one. He seemed honest, so on june 26th, 2015, I purchased a Maytag washing machine from them. When I went to pick them up, I was told to back up my car to the hydraulic lift and stopped couple of feet away from it. He told me to backup some more , he was guiding me behind the suv (2013 Hyundai, Tuscon) and he let me hit the lift before he tell me to stop.It did damage to my back bumper. To make the matter worse, upon reaching home I founf out the washing machine does not work flashing A10 code. I called him back and he told me to call the warranty company. I called and informed the warranty company. After seven or eight days they called me and told they could not get anyone to come up here from Colorado springs.At this point I was frusturated and I called ******* from Appliance factory and told him, I wanted my car fixed also. He said he talked to the boss and for me to get an estimate and send them to him. I did that and never heard back again. I called about a month later. ******* said he would call his boss and call me back and he never did. To top it off the maytag washing machine is still broken displaying another code ****.

Desired Settlement: I would like to have a brand new washing machine and my car repaired.I send them the estimate if they are still good. 412.00 and 485.70

Business Response: Initial Business Response /* (1000, 6, 2015/09/23) */ Appliance Factory & Mattress Kingdom apologizes for not meeting ******* *****'s expectations. It is always our sincere hope to provide excellent customer service. We are looking into why you are having a hard time getting Maytag to find a service provider in your area. We **** follow up on this immediately to ensure you get service or replace unit. Unfortunately, Appliance Factory **** not take responsibility for the damaged caused to your vehicle while backing into our loading dock. The operator of a motor vehicle is solely responsible. We **** be in contact with you by end of day 9/23/15 with a resolution to your Maytag error code issue. Again, we sincerely apologize for not meeting all of your expectations. Initial Consumer Rebuttal /* (3000, 8, 2015/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Number 1, the washing machine never worked from day 1 and secondly, I had my SUV parked where it should have been and Brandon insisted I back it up and was waving me back. He let me hit it before he said stop. He stated he spoke with his boss and for me to send estimates which I did. He knows it was his fault. Third, you sold me a dented product and then a supposed washing machine that did not work and still doesn't work. Your website stated that you test all of your merchandise. If that is true, I would not be going through this. So now, I have a dented refrigerator, a washing machine that doesn't work and a damaged vehicle and the company that caused this **** not return phone calls including calls to the presidents desk Final Business Response /* (4000, 13, 2015/10/28) */ Appliance Factory apologizing for not meeting your expectations. Our records show your washer issue has been corrected. We hope it has been resolved to your satisfaction. As far as backing your vehicle into our loading dock, unfortunately the operator of any motor vehicle is solely responsible for damage resulting from operation. We **** reach out to you to ensure your washer matter has been completely resolved to your satisfaction. Appliance Factory considers this matter resolved.

10/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought a GE washer with warranty. Washer has not worked since the end of July. The warranty is thru Brand Source. We are waiting for a part. HELP We bought a GE washer with warranty in April 2013. Washer has not worked since the end of July 2015. The warranty is thru Brand Source. We are waiting for a part. They tell me that even though we have a lemon clause it is not covered and we **** haft to wait until the part comes in I have been told Aug 15, Sept 24, Oct 10 and one parts person said in December. I paid $1100 for the washer and now haft to pay $25 dollars a week to do our wash. I thought that a lemon warranty was for this kind of problem. They said that even thru the warranty says (if they cant fix it they **** replace) it don't count because the part is on back order

Desired Settlement: We bought a GE washer with warranty. I would like it replaced with a loner washer or a new washer with the remainder of the warranty that the other one has

Business Response: Initial Business Response /* (1000, 6, 2015/10/15) */ October 15, 2015 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO XXXXX Attn: **** ******** RE: ****** ****** Case# XXXXXXXX Ms. **** ********* Thank you for forwarding the letter to us from Mr. ****** ******. The letter stated that he has had difficulty getting his unit repaired. I have investigated the issues and reviewed the service. I am only able to respond with regards to the technician and service supplied by Brand Source Service. I do not have influence or control regarding Appliance Factory Outlet or Product Protection Plus, the consumer would want to contact them directly. We received a request for service on a GE Washer on 08/08/15 stating unit will not start unless the main power is reset. We contacted the consumer's warranty and received authorization for the service call. The technician arrived on site on 8/13/15, diagnosed the start button actuator broken loose from it's mount, this is part of the unit's backsplash. Per GE, the part is currently on backorder and has a projected ETA of ? ******* ********** **** owns the contract and controls how the unit is resolved. ******* ********** **** is the company to contact regarding the consumer's request for replacement I apologize for any inconvenience this has caused Mr. ****** ******. Brand Source Services continues to refine and update it's policies and procedures to provide the customer with above satisfactory service. Sincerely, ****** ****** Brand Source Services

10/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sold DW that did not have heated dry, nor new. Salesperson dishonest. I went in on Sunday, Oct. 4. I told the salesman that I needed a new dishwasher to replace the one I had, a JENN AIR, which died, but I didn't want to spend $1300 for a new JENN AIR. I told him that I wanted something in the $500 price range. He showed me a few stainless steel finished DWs, then showed me an older model Bosch. That Bosch was priced higher ($599)than the newer model, so the other salesman said they could discount the price to $499, since the newer model sold for $539. They said it was a great dishwasher so I purchased it, thinking it was a good deal. When I got it home, my husband installed it on Wednesday. I ran the dishwasher that evening. When I opened it up the next morning to put away dishes, the dishes were wet. I thought maybe I forgot to push a particular button for drying. I looked at it when I ran the next load and thought I pushed all the right buttons. Come to find out, they were wet again! I found out through my sister that Bosch doesn't have heated drying cycles in their dishwashers! Not once did either salesman mention that this dishwasher did not have heated dry, like my JENN AIR did, or pretty much any other DW out there does. I went looking at other brand new dishwashers at ****** and **********, told them of my dilema, and salesmen at both places told me that Bosch does not have heated dry, and that Appliance Factory does not sell NEW appliances!! That was the first I had heard of this. I was very angry because neither salesman mentioned that this was NOT a new DW! Especially for the price! I went back on Sunday, Oct. 11 to complain. I told the salesman that I hated this DW and wanted to exchange it for a more expensive JENN AIR ($800). He called his manager on the phone, and I was told that they could not give a refund or do an exchange because the ticket was closed! I would have to purchase a new one and they would take the other one back of course without giving me anything for it! I called their corporate office and left a message, during their so-called business hours, yesterday after I left the store and of course have not heard anything back, and most likely won't. If they do not sell new products, they need to mention that to their customers. When I went looking at new DWs at ****** and ********** again today, there are NEW DWs from $300 on up WITH heated dry. I was sold one W/O heated dry and a refurbished/used one! I am not happy. I want a refund. I went to ****** and purchased a REALLY nice DW with heated dry and quiet for $429! These guys are ripoff artists.

Desired Settlement: I want my money refunded in full.

Business Response: Initial Business Response /* (1000, 6, 2015/10/15) */ I apologize for the inconvenience. Did you ever mention to *** that you specifically wanted a unit with heated dry? There are MANY Dishwashers out there without heated dry. They are safer and more energy efficient. If you had specifically mentioned that you wanted heated dry, we would have shown you a unit with heated dry. Every appliance we sell IS NEW. we do not sell any used or refurbished appliances. The unit you purchased was simply a close-out model, but is brand new, never used, full warranty. Unfortunately, once an appliance has been installed and used, there are no returns. Unless the item is damaged or malfunctioning. The Bosch will dry the dishes, simply leave the door shut after the cycle to allow the water to condensate off of the dishes on to the stainless interior, this is how a Bosch dries. Same as an LG, or a Samsung. We could have gotten you a Jennair for $699. I you have any further questions, please call me at the store to discuss. thank you, have a great day. Initial Consumer Rebuttal /* (3000, 8, 2015/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I specifically told the salesman that I wanted to REPLACE the dishwasher I had with another. That implies SAME. My unit was a JENN AIR with heated dry, so that right there tells him I want heated dry. I am NOT familiar with any dishwashers whatsoever without heated dry. Now I know that Bosch doesn't have heated dry. I've looked at multiple dishwashers at ******* and **** ****** including Appliance Factory outlet and all of them have heated dry.....except the Bosch, which I found out after the fact. Do not put this on the customer. It is the salesman's job to identify which features the dishwashers have in order for me to make an INFORMED decision, INCLUDING if it is different from the JENN AIR I was replacing....seeing at it had heated dry and this one doesn't. Do not make assumptions in what customers know about appliances. That is YOUR job to know all the appliances and TELL the customer. Also, this dishwasher is NOT new. My husband was told to his face this was a new dishwasher. There are gouges on the feet and a broken one (we do not fully install a DW until we've run it a couple of times to make sure it's going to work so there's NO WAY those gouges weren't there BEFORE we brought it home). It was also missing a screw and this dishwasher had the 90 degree angle piece for the drain hose already on it. New dishwashers require you to purchase the kit that has that specific piece in it! ******* told me when they delivered my dishwasher this week to run it for a few days to make sure it works to my satisfaction, and either to return it if it doesn't or then send in the warranty card. Appliance stores DO take back appliances that customers are NOT happy with, except for you. PLUS I wanted to purchase the JENN AIR from the Appliance Factory instead, yet they wouldn't even give me $$ for an exchange. I was going to spend an additional $400 in that store, but NO, they don't want it back or exchange it because it's NOT new! Good stores make customers happy; bad stores do things like this. Final Business Response /* (4000, 11, 2015/10/26) */ Again, I sincerely apologize for the inconvenience. While I understand that other places may accept returns, I simply do not have the provisions to do this. We do NOT sell any used appliances, all of our appliances are new. however, when you purchase a discounted floor display it may have some minor cosmetic blemishes, which is why the price had been marked down. Just an FYI, there are several other top brands which do not have a heated dry, LG & Samsung. I hope that you enjoy the dishwasher that you purchased from ****** and hope that it serves you well for many years to come. have a great day, we appreciate your feedback.

10/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A repair man told us that we could continue to use our washing machine. So we did, and it flooded our house. This cost us $1,000 for a deductible. Our first service was in July of 2015 as part of an extended warranty for a ******* Washing Machine (Model #:******************) purchased in *** of 2013 from Appliance Factory Outlet in Ft. Collins, CO. In July 2015, we had noticed that small bits of plastic were ending up in our wash, it would also during the rinse cycle sometimes make a loud clanking noise. We would check for a balance issue and find none, so we made the service call. At the time of service, *** Thrift technician, came to our house and said that he thought a piece of clothing must have gotten stuck between the door and the barrel and this is what caused the problem. I told him that we don't fill the washer that full and he said if a piece of jean or something just got flipped up, that could cause the issue. He did not take anything apart to make this decision. He left and we continued to have the issue despite careful attention to our load size and where clothes sit. We called him back for a second request of the same issue also in July of 2015. He looked on the inside, said it was worse and that he needed to order a new part that would take a week to arrive. Before leaving, my husband *****, specifically asked him, "Can we safely use this machine while we wait?". *** Thrift told him yes. We used the machine August 2, 2015 and noticed a flood coming from the machine. The water damaged one room, a hallway, a closet and leaked into our basement. We had to make a claim to our home owners' insurance company that has a $1,000 deductible, we also expect our premiums to rise, were terribly inconvenienced and stressed. When *** came back to do the repairs after the flood, he realized that he needed yet another part that would take at least another week to get into stock. We are now at 2 months without a washer and continued issues with Brand Source. They are difficult to set up and appointment with, won't let you know until the night before your service a 2 hour window, and you get no choice in that window time slot. Very difficult for two working parents. When we made the appointment for our last repair, I switched my work schedule to be available on Oct 2, 2015 so that another tech who was not *** Thrift could come out. I at this point don't trust his judgment. The Denver tech was not available on Mondays, my only day off. So, after making changes to my work and day care schedule, I waited for the new tech, but sure enough they sent *** Thrift to my house after promising me if I could make Friday work, they would not send him. I can't risk another flood, so he left the parts and I sent him away. I called Brand Source and they assured me that they **** send their most senior technician to our house on Monday Oct 5th, 2015. I don't have my hopes up, and I feel that the damage has already been done. *** 20, 2013 we paid $544.99 for our washer and we paid $199.00 for a four year extended service warranty. We paid by credit card in full at the time of purchase. Our Sales Rep was ***********. We have been mostly dealing with the Denver based HQ of Brand Source and ****** is our contact's name.

Desired Settlement: I feel that Brand Source owes us our deductible. That **** only partially cover the cost this saga has cost us. We **** likely have a rise in our insurance premiums, and we have had to pay for extra daycare time and loss work time for this issue. So, if we can at least get our deductible paid for, we **** feel less put-out, but we know that we aren't fully reimbursed.

Business Response: Initial Business Response /* (1000, 6, 2015/10/07) */ October 7, 2015 Denver/Boulder Better Business Bureau **** ******** ****** Denver, CO XXXXX Attn: ************* RE: **** ****** Case# XXXXXXXX Ms. *************, Thank you for forwarding the letter to us from Ms. **** ******. 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. **** ******. Brand Source Services continues to refine and update it's policies and procedures to provide the customer with above satisfactory service. Sincerely, ****** ****** Brand Source Services Initial Consumer Rebuttal /* (3000, 8, 2015/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear ******, 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 Better Business Bureau **** ******** ****** Denver, CO XXXXX Attn: **** ******** RE: **** ****** Case# XXXXXXXX Ms. **** ********* Thank you for forwarding the rebuttal letter to us from Ms. **** ******. 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, ****** ****** 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.

10/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: App. Factory Outlet delivered damaged goods when I was not home. No notice to the damage was told to me at time of sale and they refuse the return. I purchased a SamSung 7.5CF Gas Dryer, ************ and 4.2 CF Washer ************ for 1465.84 with matching pedestal bases for $513.03 from ****, Salesperson at the **** ** ***** location where I had previously bought multiple appliances. I was told that they had a great deal on a good condition unit and a rarely found matching gas dryer that were out of box and in great condition. I was further told that the dryer was in exceptional condition and I'd receive discounts for them being out of box. On the date of delivery I was not at home to inspect the goods. When I saw them installed I called the next day as the damage to the washer was a severe scratch and dent at the front of the unit. The dryer was in good condition. I tried multiple times over a two week period to talk to ****. The other sales representatives left messages for him and I left multiple messages on the general managers hotline. No calls or messages were returned. When I called and reached **** he said the goods had been delivered and accepted and they could not exchange the goods for undamaged because the sale had expired. I requested a $100 reduction in price to accept the damaged goods not communicated to me. He offered $75 and no manager would speak with me. When I explained I would defer to a credit card dispute, **** informed me that I may not like the result as it has not worked out well for previous customers that have gone that route. Since the goods were delivered I could not return them. There was no record on the sales agreement that the goods were damaged or a note of damaged goods that was signed and accepted by me. When I explained that I am a **** time customer and that we are $25 apart on a satisfactory resolution, he placed me on hold and spoke with a manager who did not come to the phone, but informed **** that $75 was the best they could do. Later the same washer and dryer went on sale for similar price on labor day sale, but there was no offer to extend the sale to me or replace the units now that the sale price had returned from the manufacturer. I left the transaction and conversation feeling strong armed by the seller that they felt they had done their part by delivering goods, whether damaged or not and that I must accept them with no offer to replace the item or provide a satisfactory discount. I'm appalled that this would happen to a **** term customer that left multiple messages, got no response from the GM hotline or was ever offered to speak with a manager.

Desired Settlement: I would like to have the washer and dryer replaced with a non damaged unit. Or the company can return my money in full and take their damaged washer/dryer. I will take my business elsewhere. Another resolution is to offer 10% off the purchase price to accept damaged goods.

Business Response: Initial Business Response /* (1000, 9, 2015/09/25) */ Came to a positive resolution with the customer. Customer was satisfied with the concession for having an item that had a cosmetic blemish on it as per our open box pieces and policy. The customer is satisfied with out resolution.

10/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sales reps involved told me the microwave part of my wall combination unit could be used as a convection oven too. It could not. Customer ID # ********** INVOICE NUMBER - ********** Date of Purchase 4-13-15 Date of Delivery *** or June. Model number *********** Serial Number ******** Original Sales Rep *********** Secondary Sales Rep ************** Store Manager ************ I have been in the process of remodeling my kitchen. As far as the oven configuration the only thing we were certain about was that we wanted and extra oven for the overload times of holidays and family get togethers. After much searching we decided to go with all **** *** appliances except the fridge which we already had. In initial discussions with **** and secondary discussions with *****, we decided on the unit sold to us as having an oven, and a microwave that would also combo as a convection oven. Thereby saving some space but having the extra oven when we needed it. When finalizing the sale, ***** assured me it was a combo unit with the ability to use the microwave as a convection oven. The unit was delivered and installed. As we were trying to get acquainted with the new unit, we could not figure out the convection oven and realized we had the wrong unit. When I went back to the store and asked **** about it he said there must be a mistake as all **** *** wall unit models have a microwave - with convection ovens capabilities. To his surprise, the model they had sold me was a microwave only. The upgraded model would have been another $600. I asked him to order the correct model and I would gladly pay the extra $600 for the right one. **** said he would try, but the corporate decision was that they do not deal in used appliances. How was I to learn it was the wrong unit without trying to use it? I trusted the sales team, the management team, and this company to teach and train their reps to be knowledgeable and informed. **** said if it was his decision, he would trade it out. When ***** was confronted with the situation he lied and said he had informed me of the differences. The only difference he pointed out was the difference in the preheat time of the regular oven. The owner or management team is standing with that decision. They **** not give me the name of anyone above the store manager to discuss this with, so I am stuck with a $4000 oven that is not what I had hoped to buy. ************** is uneducated and incompetent. I would have gladly paid another $600 to have the unit we thought we were getting. I am guessing their cost in a unit like this to be $1500 - $2000. How easy would it be to trade mine out and sell the other one as scratch and dent and do the right thing. All I am asking for is the unit we thought we were getting. **** is honest, hard working and tried to do the right thing. ***** delivers poor customer follow up and service, is a liar and has no ethics. **** is a pawn and yes man for the company. He would never stand up for the customer. I would be happy to pay the extra $600. If you would like to ask me about my experience please call me.

Desired Settlement: I would like to return my unit for a unit equipped the way it was sold to us. I am happy to pay the difference.

Business Response: Initial Business Response /* (1000, 6, 2015/09/18) */ Appliance Factory would like to apologize that the **** *** ********** 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 **** *** 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. **** *** 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. ********.

9/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Repairman broke touch panel when removing. Mis- diagnosed problem. Cost me 454.95 for his fee and replacement of touch panel. 8/6/15 Repair # XXXXXX **** (repairman) checked my Thermador oven, bottom oven not heating. Took off the touch panel, check all elements. Put back on the touch panel and an F7 touch panel error started. He diagnosed that both the control board and lower oven board were damaged. Sent the boards to be repaired but both boards were fine. Had to buy a new touch panel and then all was good. Problem was a sail switch that the repairman never checked.

Desired Settlement: I would like the company to at least refund the amount paid to them. $54.95.

Business Response: Initial Business Response /* (1000, 6, 2015/08/28) */ August 28, 2015 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO XXXXX Attn: ************* RE: **** **** Case# XXXXXXXX Ms. *************, Thank you for forwarding the letter to us from Mr. **** ****. The letter stated that he was not satisfied with technician's diagnosis and requested $54.95 refund.. I have investigated the issues and reviewed the service. Mr. **** **** requested service on August 3rd, 2015 stating his lower oven would not broil or bake. Technician arrived on site on August 6th, 2015, observed the unit had been partially dismantled. He reassembled and performed his diagnosis, stating that EOC and relay were at fault. Consumer was provided an estimate for repair. Consumer denied repair, the unit was reassembled and consumer was charged $54.95 for trip and diagnosis. I spoke with Mr. **** **** on August 26th, 2015, he requested a refund at that time and stated the technician caused damaged to his unit. I informed him we are unable to guarantee our diagnosis without completing the repair. We do provide a 90 day parts and labor warranty for all work completed on the unit. An initial diagnosis does not always reveal the complete issue, it may change as the technician begins the repair. Per my conversation with Mr. **** ****, he stated there is no way to verify if the technician caused any damage. As noted, the unit was partially disassembled when the technician arrived and the consumer disassembled the unit to remove the boards. We provided a diagnosis as requested by the consumer. We **** not be providing a refund. I apologize for any inconvenience this has caused Mr. **** ****. Brand Source Services continues to refine and update it's policies and procedures to provide the customer with above satisfactory service. Sincerely, ****** ****** Brand Source Services Initial Consumer Rebuttal /* (3000, 8, 2015/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is clearly stated in your repair notes I've uploaded that problems occurred AFTER he reassembled. I also can prove that his diagnoses was incorrect because I have notes from another repair company that state there was nothing wrong with the EOC and relay unit.

9/29/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Frigidaire refrigerator on 8/25/15 a week and a half later the freezer stopped working properly. When we Purchased the refrigerator on 8/25/15, ******** **** our sales rep told us that the fridge is brand new but has a "tiny dent on the side" and we would never see it and would be stupid of us to buy one without the dent since its such a big difference in the price. So we went ahead and purchased the fridge and took his word. When we received the fridge on 8/29/15 you could immediately see that there was much more damage then what was disclosed. There was not only a small dent on the side of the fridge but also in front on the freezer door and the entire back of the fridge is caved in. We then noticed on 9/10/15 that our food in the freezer was defrosted. At this point we were beyond upset and called the location where we purchased the fridge on 9/10/15. *** ****** The store manager answered the phone and immediately started giving me rebuttals and refused to take the fridge back and give us a new one as requested. He told us that there is a 25% restocking fee regardless of how long we've had it. We then told him its been less then 2 weeks and hes needs to at least give our money back so we can buy a new one. We told him about the extra damage that wasn't disclosed prior to the purchase at this time he told us we can have a tech come out and fix the fridge. We told him its a brand new fridge we do not want a tech to fix it we want a different one since the one we purchased is obviously defective and not what was sold to us. We called the corporate office the same day on 9/10/15 around 11:15am and I spoke with a woman named ******** who told me the district manager will be in touch with me within 24 hours. The next day rolls by and its 3 o'clock in the afternoon and we still did not get a call from the district manager. I then called the corporate office again and the same woman answered the phone. I told her it is Friday afternoon and our food is going to be ruined if we have to wait through the weekend. We expected a call from the district manager so we can resolve the issue. She told me she will call him and have him reach out to us before end of business. We never got a call that day. It is now Monday and we have no resolution. The technician came out this morning and said the compressor is bad and needs to be replaced. We called the corporate office again and told them we need someone to call us to resolve this and also the store where we purchased the product.I also called Corporate office again and was told the same thing, we will get a call back.

Desired Settlement: At this time we do not want a defective product that should have been brand new. We would like to get our money back as well as the delivery fee which is a total of 664.78.

Business Response: Initial Business Response /* (1000, 6, 2015/09/17) */ The customer purchased a brand new refrigerator and with that unit comes a 1 year manufacture waranty. Just like with a brand new car once it is driven off the lot the manufacture requires the product to be serviced. I reached out to the manufacture to see if we could get an exception made. The manufacture refused and is requiring the product to be serviced. As to the damage on the fridge our customer have and oportunity to refuse products at the time of the delivery no mention of extra damage was made until the call about the unit not working. Service was out on Monday and the part was available the following day. At this point we are able to have the refrigerator serviced and if that repair does not work we can look into the next steps.

9/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The refrgerator was not accepted as it had more damage The refregerator was not accepted as it had more damage than seen in showroom. the sales man assured (*****)he will refund money. we were out of country for 2 months. There is dispute correspondance is in works with DISCOVER (case # **********), all documents and receipts are sent to them.It is a pure case of fraud by the salesman. We went in person in July, the store manager assured it will be resolved in 2 days, till now no results.

Desired Settlement: we need our money back from discover, and the proper agency to fine the business for fraud, and bullying the customer

Business Response: Initial Business Response /* (1000, 9, 2015/08/19) */ I am very sorry for the confusion with your purchase. Originally the discover dispute was filed and no payment was refunded. After checking our records your discover dispute was never awarded. We are refunding you the complete purchase price as of 8/19/15. Once again I am very sorry for the mix up. Initial Consumer Rebuttal /* (3000, 15, 2015/08/31) */ From: ****** ***** Sent: Friday, August 28, 2015 1:56 PM To: **** ******** Subject: Case no XXXXXXXX for appliance factory Dear **** AS of now we have not received our money back from the appliance factory or credit on our discover card. I just spoke to discover customer manager and he is reviewing further. We have not accepted the delievery of refrigerator as it had more damages than shown in show room. The freege never entered my house. Pl. help me in getting my money back. Thanks ****** ***** Final Consumer Response /* (2000, 18, 2015/09/29) */ From: ************ Sent: Monday, September 28, 2015 8:25 PM To: ************* Subject: Re: Case no ******** for appliance factory **** after i wrote letter about legeal action, i got my money back. pl. close the case Thanks ************

9/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought a new KitchenAid refrigerator, dishwasher, range hood, and gas range from Appliance Factory in Boulder, CO. Spent about $7000 at the Boulder store. The entire experience with Appliance Factory in Boulder has been a nightmare...inconsistent delivery dates for each appliance, terrible communication with the customer, no coordination with Brand Source (their sister company hired for some kitchen modifications), and delivery of damaged goods. We paid for installation and setup of the range and they left boxes and parts inside the oven. They replaced our dishwasher and just loaded the old dishwasher on their truck to haul away (to probably re-sell) without asking us. The gas range was severely damaged by someone on the truck or at the warehouse. The grill plates would no longer fit flush and the knobs were bent and there's a big crease in the back of the unit. After calling Appliance Factory the very same day it was delivered, they said it was no longer their problem and we would have to go to the manufacturer (KitchenAid) to remedy the situation. After spending hours on the phone with KitchenAid and Appliance Factory, they agreed to send another range. It arrived today and was also damaged. It's now taken about 3 months dealing with this company and they still have not delivered.

Desired Settlement: DesiredSettlementID: Store Credit The amount of work we have had to go through just to get what we paid for is ridiculous. For Appliance Factory to wash their hands of their terrible service and tell us to take it up with the manufacturer (who is completely blameless in all of this) is simply terrible business practice. I would never do businees with Appliance Factory or Brand Source (same company apparently) ever again. KitchenAid should not tarnish their good name by supplying their great products to this company.

Business Response: Initial Business Response /* (1000, 6, 2015/09/10) */ **** and ***** I'm so sorry that this was handled so poorly. I'm glad that we finally got the product in your home and done right. I would like to say thanks for letting me personally come out to your home and make sure that we did things correctly. This was a hard thing for you to go through. I hope that you **** accept our apologizes. Thanks, ******* *****

8/31/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have an extended warranty. I have been waiting over six weeks for them to resolve the problem. For six weeks I have not had a stove On 3/29/2009 I purchased an Electrolux cook top from Appliance Factory Outlet, which also does business as Brand Source Service. At that time I also purchased an extended warranty from Appliance Factory Outlet. The warranty company is ********** Corporation Address: **** *** *** ***** Bedford, TX XXXXX Phone:(XXX) XXX-XXXX. Since that time I have paid a substantial amount of money to extend the warranty so the warranty is still current. I was assured when I bought the extended warranty their service was impeccable, the company responsive and would be a good "investment" to protect my purchase. I have not found that to be the case. And I assume Appliance Factory Outlet was acting as a sales agent for ********** and was paid for doing so. On or about July 5th 2015 the cook top stopped working, displaying an error code of E4. I called ********** and filed a claim. I was contacted by Brand Source Service on Monday July 6th I gave them the same information I had given ********** including the fact that the cook top was displaying an error code 4. At that time I was told the only time a technician was available was Wed July 8th at between 8:00 am and 10:00am, or Wednesday morning the following week. So I had to change a Dr. appointment as I needed to get it fixed. The Tech came out, looked at the error code 4 and said he would have to go research the error code to diagnose the problem (I guess they could not take my word for the error code and do the research before coming out. That was the start of a process that has already taken 6 weeks. During that time I have called Brand Source Services repeatedly. Everyone I spoke with in the office was rude and acted like they could not care less if the cook top ever got fixed finally calling their "presidents line" and talking to someone named Merlin who seemed to have the same "could not care less" attitude as almost everyone else at Brand Source. The only one who acted like the cared at all was the technician. During this month **** process he was calling other technicians, calling the tech service line at Electrolux, meanwhile the office insisting that since the part arrived on Wednesday, the soonest they could come out was the following Wednesday, then it turned out they had the wrong part any-way. I also made several calls to *********** speaking with both the front line people, and calling their "presidents line" and speaking to *****, Who told me there was nothing he could do to get Brand Source to actually get anything done, and that they had no other servicers they could use. Finally on Aug 11 The Technician that had been trying to repair the unit called and informed me "The engineer at Electrolux had said the unit was not repairable". Since then I have made a number of attempts to contact Warrantech, left messages for ***** at their presidents line to find out what they intend to do. I have had no success in getting anyone to return my calls. Summary; It has been over six weeks since my stove top broke, I have called Brandsource and ********* repeatedly, tried to impressed on them the need to get it resolved. They have sent someone out several times I have been horribly inconvenienced, and have been without a stove for six weeks and still do not even know what they intend to do about a replacement.

Desired Settlement: I feel this matter needs to be resolved immediately. Since they seem unable to repair the unit, They should replace the unit. In addition I have had to purchase a hot plate to cook something I have also had the added cost of eating out, and purchasing prepared food since I could not cook at home. I feel in addition to replacing the unit I should be reimbursed for the added expenses associated with the **** delay in resolving this matter.

Business Response: Initial Business Response /* (1000, 6, 2015/08/19) */ August 19, 2015 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO XXXXX Attn: ************* RE: ***** ***** Case# XXXXXXXX Ms. *************, Thank you for forwarding the letter to us from Mr. ***** *****. The letter stated that he has had difficulty receiving service and his unit is not repairable. I have investigated the issues and reviewed the service. I am only able to respond with regards to the technician and service supplied by Brand Source Service. I do not have influence or control regarding Appliance Factory Outlet or **********, the consumer would want to contact them directly. We received a request for service on an Electrolux cooktop on 07/03/15 stating unit was giving an E4 error code. The technician arrived on site on 7/8/15, diagnosed the E4 error code, unit did not have it's tech sheet, contacted Electrolux tech support for assistance and was informed by Electrolux that they would be researching the error. Electrolux informed technician that two control boards were inoperative and needed to be replaced. Parts are manufactured and inventoried by Electrolux, they did not have the parts readily available. Received parts and scheduled service on 8/5/15. Installed control boards this did not resolve the issue. Electrolux declared the unit as non-repairable and provided case number XXXXXXXX. The case number with the non-repairable diagnosis was forwarded to **********. ********** is the warranty company, they contracted with us, Brand Source Service, to perform service. As a service company we are able to repair and report. We were unable to complete the repair on the unit and reported it to ********** with the information stated above. ********** owns the contract and controls how the unit is resolved. ********** is the company to contact regarding the consumer's request for replacement I apologize for any inconvenience this has caused Mr. ***** *****. Brand Source Services continues to refine and update it's policies and procedures to provide the customer with above satisfactory service. Sincerely, ****** ****** Brand Source Services

8/18/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Purchased Frigidaire air conditioner that was supposed to be in new condition but was defective at delivery. No resolution in over a month This purchase was made the Aurora store 1096 S Sable Blvd, Aurora, CO XXXXX which is not one of the locations on your list. The sales rep was ******* Weaver and I have also been in contact with the store manager on this issue. This the a copy of the complaint sent to the Customer Service Dept. on July 7, 2015: On 06/23/2015 I purchased what was represented to be a new Frigidaire thru-wall air conditioner that was simply out of the box & a discontinued model. After expressing my concerns about it being out of the box I was assured that it was a new unit & that it had all of the warranties of newer units. I was even convinced to purchase your 2-year extended warranty so that everything not covered by the manufacturer would be covered by it. From the instant the unit was delivered in a makeshift cardboard box with no documentation proving it was in fact a new unit no a remote control for the unit & "installed" by your service department (Brand Source) the unit malfunctioned. I was assured again by the store & the installer that they would schedule a service call to determine the what was wrong with the unit. It has now been almost two (2) weeks since I purchased this unit and not one of the multiple service companies promised have set foot in my condo because none of them service this type of air conditioner and Your Service Department refuses to do anything because they say it is the manufacturer who is responsible even though the unit hasn't worked properly from the first moment let alone the first day. I have been referred to at least a half dozen service companies with no results & an unreasonable amount of frustration. I shouldn't the one running around trying to get this done. The whole purpose for choosing your company was to have one place where I could buy & have the unit serviced when needed. Instead, I now have a unit that was defective on delivery & you have no one who **** even repair it. The store manager has promised and failed to communicate with me and when I called the store I found out that they knew that there wasn't going to be a service company but didn't call & let me know. They continually use the excuse that they have never sold an air conditioner & don't know anything about them. Sounds like they either need proper training or your company shouldn't be selling them. Either way it is Your problem not mine & neither I nor another customer should have to put with this level of incompetence & frustration. At this point my preference is to just undo the deal and move on to a company that sell me what I need & provide service when it is required. Unfortunately, your store manager & employees tell me that I don't have that option so we continue on this never ending folly of chasing "service" ghosts that don't seem to exist. If this issue isn't resolved by the end of this week I **** pursue all legal means I have available to me to resolve the issue. I have waited **** enough to have your company live up to your promises. It has now been over one month since my purchase & after five separate promises to have this unit repaired & five failures of anyone to show up or even call to tell me they weren't coming from either the repair company or the sales rep. This shouldn't even be a repair issue because I was never provided a properly functioning unit & at the very least should have been offered a new replacement. Now I look on their website & interestingly I find they no longer sell air conditioners. I think I was the sucker the were looking for to get rid of the defective unit they had in their warehouse & never intended to sell me a new one.

Desired Settlement: Because I have been refused the opportunity to simply return the unit & have a refund of the purchase price, the extended warranty & a portion of the installation charges for a total of $780.05 on July 15, 2015 because again the promised & scheduled repair call never happened. When I called the repair number given to me I was told it would be another month before they can reschedule to service call. I talked with the sales rep on July 16, 2015 & asked for a resolution that didn't include the repair of this unit. After talking to his manager I reluctantly agreed to have the unit replaced with a new current model with the service warranty credited toward the additional cost of the new unit but, here we are over a week later & I haven't heard one word from the rep or the company regarding that option. I am tired of the stall tactics & not receiving any communication from the rep, the manager or the company. At this point I would ask your help in getting my money refunded on the cost of the unit & extended warranty in the amount of &740.05 as well as $40.00 of the $140.00 paid for partial installation the defective uni

Business Response: Final Consumer Response /* (2000, 10, 2015/08/18) */ Appliance Factory Outlet agreed to refund the full amount of the purchase price of the air conditioner, the service agreement & also $40.00 of the installation charge as requested. According to the store manager he was out of the loop & this should have been taken care of immediately. He has been more than helpful since the day the company was contacted by you so I **** accept that it was an oversight on the part of the sales staff in the store & not the company itself. Thank you for your help because that seems to be what jolted everyone into action.

8/4/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I was quoted a price and the tech got angry and could not resolve the issue and re-quoted because he was not capable of doing his job. I am embarrassed to have a worked with a company known nationwide. The customer service was ill mannered and is a disgrace to the company. I called the company for a issues with my washer and had a tech sent out and quoted us a price up front for the service. The 1st tech *** took apart the washer and could not resolve the issue or provide a diagnostics on the issue and re-quoted us because he got angry and frustrated at the customer. Called and talked to the ******* the manager and he too was unprofessional. Had to have a second tech come out and they never resolved any issue he came and left without any reason. Talked to a person named ****** and he was beyond unprofessional and discourteous to customer needs. They provided false service and quotes. The first tech never put the washer back together correctly and left an unfinished job.

Desired Settlement: Send another tech and service the job. Replacing the washer that the tech did not correctly put back together.

Business Response: Initial Business Response /* (1000, 7, 2015/07/22) */ July 22, 2015 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO XXXXX RE: *** *** Case# XXXXXXXX Ms. *************, Thank you for forwarding the letter to us from Ms. *** ***. The letter stated was quoted and re-quoted a price, work was not performed. I have investigated the issues and reviewed the service. Ms. *** *** called in and requested service for her Frigidaire washer on 05/27/15, stating the unit was "not draining." The tech arrived on 05/28/15 and diagnosed an error code E-52, drum won't spin. Diagnosed debris between inner and outer tubs. Quoted $350.00 to remove debris, once diagnosis was completed informed consumer that inner tub could not be removed from pulley and estimate for the repair would increase to $800.00, additional cost was related to additional parts and labor. Rear pulley is seized. Consumer assessed a trip and diagnosis charge of $54.95. Second technician was dispatched on 05/29/15, agreed with first technician debris between tubs. Tubs would need to be removed and separated to remove debris. Quoted $300.00 to remove tub. Informed consumer we could not take unit apart and leave apart for liability reasons. Consumer declined repair. Ms. *** *** declined the repair quoted by the second technician, we informed her we would provide her a refund for the trip and diagnosis. Consumer was provided a refund in the amount of $55.00, trip and diagnosis was provided at no cost to consumer. We have provided a valid diagnosis, the unit was assembled prior to technician(s) departing. At this time we considered this to be a closed issue. I apologize for any inconvenience this has caused Ms. *** ***. Brand Source Services continues to refine and update it's policies and procedures to provide the customer with above satisfactory service. Sincerely, ****** ****** Brand Source Services

7/27/2015 Problems with Product/Service | Read Complaint Details
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Complaint: 5/23/XXXX X/24/2015 ************************ DENVER CO REFERENCE ID: XXXXXXXX********* On 23 MAY I bought a GE dishwasher from ************************ DENVER CO REFERENCE ID: XXXXXXXX*********. Charge posted 24 May. Delivery for 1 JUNE. Failed to Deliver, I was told dishwasher was "lost." Spoke to manager "*******" (XXX XXXXXXX), 2 JUNE. Told another would be delivered 8 JUNE. Failed to deliver. Called "*******" and told he did not know what happen, unable to find paperwork. I asked for refund, ******* said it was best, but gave push back stating he had legal right to wait 4-5 days. Today is 12 JUNE and no refund. Product_Or_Service: GE dishwasher Order_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund Refund: ****************** failed to deliver twice. Manager ******* agreed refund was best, but then failed to give refund and gave push back regarding it. Credit card dispute has been started.

Business Response: Initial Business Response /* (1000, 8, 2015/07/23) */ I have called the client today on July 23rd 2015 and left message regarding the refund. I asked that ******* call me directly to get resolution on this ticket. I have contacted our accounting department to check that the refund we completed in our system and was return to the credit card on the ticket. Initial Consumer Rebuttal /* (2000, 10, 2015/07/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: It is a reasonable expectation that a brand new refrigerator dispenses "cold" water and if it does not, it should be fixed or replaced! We purchased a refrigerator on X-X-XXXX from the Fort Collins Appliance Factory store partly because the salesman repeatedly told us how he loved his refrigerator (which he said was a French Door Frigidaire Gallery ********************** He told us all about how his kids no longer have to put pitchers of water in the refrigerator because the water dispenser was so convenient for getting cold water. Clearly he lied because this model does not have the capacity to dispense "cold" water. It dispenses warm water because there is no reservoir or chiller for the water at all in this model. Since we do not like using ice all the time we called for service. The solution that the service rep provided was to turn down the temperature in the fridge to a point that freezes the contents of the refrigerator. We talked to the store employees and were told that they would not let us trade the fridge for a comparably priced one that has a water chiller or reservoir because it is against their policy. Apparently not telling the truth is not against their policy!

Desired Settlement: Please allow us to come in and select a comparable refrigerator that has the capacity to dispense "cold" water. We **** pay any difference in price if the one we select costs more than the one we bought (or you can refund us a difference in price if we select a lesser priced one that is similar). We **** not pay any re-stocking charge since the salesman lied. We expect that the current refrigerator would be removed and the new one installed without any charges.

Business Response: Initial Business Response /* ****** ** *********** */ I apologize that you are not satisfied that Appliance Factory Outlet cannot take your product back for an exchange. Company policy states that once an appliance has been install it is "used" at that point. We cannot take back used appliances. Initial Consumer Rebuttal /* ****** *** *********** */ (The consumer indicated he/she DID NOT accept the response from the business.) The salesman blatantly lied about the product and it does not perform as should. Saying that they won't exchange the product shows that they support and encourage a lack of ethics in their sales force. Final Business Response /* ****** *** *********** */ Appliance Factory apologizes for not meeting ******* *****'s expectations. Refrigerators do not have a dedicated cooling mechanisms for water dispensers. Water temperature is completely dependent on water temperature from the home which is aided by the refrigerator as water passes ******* the line. Unfortunately, Appliance Factory cannot take back a used unit that is functional based on customer satisfaction. Frigidaire states the unit is functioning properly. Again, there is not a brand available that provides dedicated cooling to water dispenser. Appliance Factory has sold 1000's on these models without exception. Under these circumstances, Appliance Factory apologizes, but is at an impasse **** our customer.

7/11/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Store is not honoring one day moving sale for free washer and dryer drawer pedestals. Buyer Beware! Be extremely careful buying from these people. We bought a new washer and dryer set from them. They said we came on a great day because there was a one day moving sale going on. We looked at a less expensive set but they kept nudging us towards an expensive set. The salesman told us that during the one day sale, if we bought the more expensive set, we would get 2 pedestals for free. We finally decided to splurge on the basis of his assurances that this was an excellent deal. When they delivered the set, the pedestals were not brought. The washer was defective as well. They took the washer back and we called about the pedestals. We were told that IF we were supposed to get them, they would be with the replacement washer when it was delivered. Needless to say, they were not. After a series of phone calls, we were told that they couldn't find confirmation that a sale for free pedestals was offered that day. We've been given the runaround repeatedly. They were going to talk to a supervisor and call us back. We've heard nothing, and they promised to get back to us over a week ago. It should be noted that our paid invoice lists 2 free items that we did not receive in any form. We **** be reporting their bad business practices to the BBB and **** never shop their again.

Desired Settlement: We want what was promised to us, 2 free washer and dryer pedestals, the paid invoice states 2 free items that they are not honoring.

Business Response: Initial Business Response /* ****** ** *********** */ I have called the clients to discuss the issue at hand. I did apologize to the client that we did run different ad's but we have not offered free pedestal's We did offer the buy one get one free pedestal's not free pedestal's. I have offered the client to purchase the one and receive one free and we would go back out to the home free of charge and install the pedestal's. I **** reach back out to the client and see what else we might be able to do. Initial Consumer Rebuttal /* ****** *** *********** */ (The consumer indicated he/she DID NOT accept the response from the business.) We only received one phone call weeks ago with a promise to call us again in a couple of days...they did not call. The 2 free items are listed on our invoice which they still **** not honor. This is for both pedestals as a store closing/moving sale that was for a 24 hour sale. We bought the package and took delivery a couple of weeks later. We simply want what was promised, if the store doesn't like the deal they should not have offered it, these pedestals were the deciding factor in buying this set. Final Business Response /* ****** *** *********** */ We reviewed our promo & we were offering buy one get one free on the Pedestals at the time, we can go ahead & honor that promo for you since that's what we were offering at the time. Final Consumer Response /* ****** *** *********** */ (The consumer indicated he/she DID NOT accept the response from the business.) It does no good to continue to tell us that the promotion at the time was buy one get one free. Our complaint is that we were never shown that ad and we feel that the company should honor what the salespeople TOLD us. We purchased the more expensive set primarily based on his urging. This is a shady and dishonest tactic. You should check with your salespeople ***** and ***** on this matter. We tire of this company's refusal to honor its promise, we counter propose we receive 100% refund and you come and get your appliances.

6/30/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Defective merchandise and no customer service I bought a refrigerator on 3/15 it was delivered on 3/25 and was defective. I contacted the boulder colorado store and they were unproductive in their response. They said they couldn't help me .I finally spoke to someone that could help help me and a new fridge was delivered which had the same issue. ..a bent hinge on the fridge side so the bushing was collapsing into the hinge hole thereby not letting the fridge open or close properly. So now I spoke to the new manager at the boulder store and he referred me to the distributor. Of course they have no idea what I need or what I was talking about . ..the store in Boulder is removing themselves from the whole transaction. I just want a refund and for them to take the fridge so I can go some place else to buy one.

Desired Settlement: I want a refund so I can purchase the same fridge from lowes

Business Response: Initial Business Response /* ****** ** *********** */ I am the new manager here. I have talked to ***** and there is an exchange set up in the system for it to be swapped out on 4.21.15 We are replacing here Fridge and she was very understanding. Initial Consumer Rebuttal /* ****** ** *********** */ (The consumer indicated he/she DID NOT accept the response from the business.) A new fridge was attempted to be delivered today but they had left their straps at the previous delivery so they attempted to being it in with a dolly. Upon entering the house they got caught up on the door because it was going in at a weird angle and ended up putting a big scratch on the front fridge side of the door. Final Consumer Response /* ****** *** *********** */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no resolution to this problem as of today, 5/16. I have provided the manager with pictures via email and am still waiting to hear back. Final Business Response /* ****** *** *********** */ The unit was replaced and we came to a agreement on all issues to my understanding if there is still issues going on she can call me and i **** see what i can do about them for her.

6/30/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Sold a unit that would not work as described, and refused the return despite it being unused per company web site policy, and receipt return indicatio Sold a unit that would not work as indicated. When opening the unit to install the lack of functionality was discovered. Repackaged the unit unused uninstalled, na dundammaged. When I contact the store on on X-X-XXXX they told me would have to looking to it. After no response I took the unit to the store on X-X-XXXX they accepted the unit but told me they would call me back with next step. X-XX-XXXX told me they would not accept the return, because the supplier would not take it back. Told me to sell it on craigslist. The website policy states a return is accepted due to description error unused. That is what it is. The receipt mentions a restocking fee for returns and cancellation. although the restock fee is egregious it is a second acknowledgment of return policy neither of which are honors.

Desired Settlement: I want a full refund of purchase price. The unit was sold with lock of understanding of the demension, although reviewed by the sales person in the product catalog. I should not be penalized for the restocking fee due to this issue. At the very least the return needs to be honor per the printed reciept.

Business Response: Final Consumer Response /* (2000, 6, 2015/06/30) */ After unsuccessfully being able to speak to a manager I sent an email to the companies' legal counsel, and received a return call from the district manager. He informed me that they would accept the return, and subtracted a 25% restocking fee. ~$250

6/17/2015 Delivery Issues | Read Complaint Details
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Complaint: If you have a problem with Appliance Factory Outlet you are on your own they NEVER return your calls ?? I bought a microwave,range,refrigerator, dishwasher after delivery I noticed the range display was caved in and the refrigerator was not going to fit. After calling Appliance Factory Outlet immediately after it was delivered I was told they would look into it and call me back more times then I can count. After finally calling and pin pointing someone down it took a week for them to bring another range and then refused to pick up the refrigerator. I had to call and tell them that was the original plan they finally agreed to take it. I went back in to the store to find a refrigerator that would fit the space which they did not have in stock. So I a agreed to get a GE that Appliance Factory Outlet assured me had everthing the original refrigerator had but was just smaller and the price of this one would be the same as the origial refrigerator I had purchased. I agreed to pick it up from a near by Ge Warehouse instead of waiting the 2 weeks to have it redeliver. After getting it home I realized it did not have many of the features that the origianl refrigerator had. I called Appliance Factory Outlet and was told they would call me back. Never got a call back. I called the presidents line to file a complaint and finally I received a call back from the store I made my purchase from. He reassured me that he would refund some of the money from the original refrigerator purchase being that it had all the bells and whistles that my new refrigerator did not have and the fact that I had paid a delivery fee to have it delivered but chose to picked it up myself. He again was going to call me back never did. I called the presidents line again and NOTHING ?? they got their money from me and don't really care what they sold me

Desired Settlement: Credit for the great refrigerator I purchased with all the bells and whistles and the standard refrigerator I really don't like at all but am stuck with. My delivery fee that I paid for and picked up myself ??

Business Response: Initial Business Response /* (1000, 6, 2015/05/21) */ When ***** purchased the unit we gave her the measurements of the unit to make sure it would fit. Once we found out the unit would not fit we gave the client the option to pick out another unit which she did with my sales rep. The thing was the timing her item was out of stock at my warehouse so I gave two options of let us deliver when it was back in stock at our location or she could do pick up at Vendor to expedite the time frame. She chose to pick up so I gave concessions for the time and travel. I will follow up with the client.

6/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Terrible customer service. Appliance installers did not install my washer correctly. Sales experience with **** on my Samsung washer and dryer went well last Sunday. My units were delivered Wednesday by ******* and ****. My laundry room flooring was ripped AND the new hoses I PAID for that connect to the back of the washer have been leaking since they were installed. I have repeatedly called the store since Wednesday afternoon and ever day it's a different excuse and promise to have someone out to fix it. NOT once dud someone return any if my 16 calls, not once. This is NOT what I paid for!!! ***** the manager is a pompous, disrespectful, sorry excuse for a man without any customer service skills. DO NOT EVER buy anything from these stores!!! The warranties are worthless since I can't even get someone out to fix what started out as a simple fix.

Desired Settlement: IMMEDIATE refund of service not received.

Business Response: Initial Business Response /* (1000, 5, 2015/05/28) */ I want to begin by apologizing for not meeting the expectations of *** *******. Upon hearing of the issue on Wednesday early evening we began to attempt to correct the issue. After failing to get someone to her house on Thursday or Friday one of my sales associattes drove to the customers home and switched out the hose for the customer. At that time I spoke with *** ******* and she seemed content with everything. I attempted to contact the customer today as I had not been previously made aware of the issue with the flooring. I would like to discuss this matter with the customer and come to a resolution that will work for her. We value all of our customers and will make this right.

6/8/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: They sold me a broken fridge. The actual address for the business is ****** ** *** **** in ******** ******** they sold me an LG fridge in November, I paid more than $700 for it. So far three different service calls have had to be made on this piece of junk. I have lost two freezer full of food as the fridge has broken and destroyed my food on two occasions. Now I have no fridge as it has broken again. My family is visiting from ******* and I have no fridge. Even the repair tech mentioned that this is a dud unit. I called appliance factory outlet and they told me basically that I am screwed as it is no longer under the 30 day warranty and I am just out the money for the fridge and tough luck about the lost food and massive inconvenience. This is very bad business. I contacted LG directly and even they were appalled that this company is doing this.

Desired Settlement: I want my money back and I want compensation for all of my ruined food.

Business Response: Initial Business Response /* (1000, 5, 2015/05/22) */ I can fully understand *** ******* frustration in dealing with an appliance that has given her problems. This was however purchased from another business. The refrigerator was purchase from ********** **** ********** which is in the same building as us but is a seperate company. I have asked the manager from that company to call *** ******. If I can be of any further assistance please let me know as I would like to help in resolving this situation. Thanks, *** ******

6/1/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Sold faulty stove.run-around, stove not working, not repairing, exchanging or money back. seriously a waste of time, joke company Product_Or_Service: Elextrolux Order_Number: My receipt Account_Number: ******* ****

Desired Settlement: DesiredSettlementID: Refund give money back.

Business Response: Initial Business Response /* (1000, 6, 2015/04/17) */ I have been helping since the first issue. I have logged the two service calls from brand source appliance with Electrolux customer service center. Electrolux stated that they only show the two service calls. Client has stated that he called Electrolux and set up service on his own three times already. I have asked for the documentation from the last three calls to forward to Electrolux so I can further help our client. I called and left another message with Mr **** today to ask for the documentation again. I will wait for Mr **** to call back or provide the documentation needed to further help this matter. Initial Consumer Rebuttal /* (3000, 8, 2015/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) They still don't care. So still does not work. Two visits from Bran Source Service for visits from Colson appliance repair. Multiple calls to a larger locks and appliance factory warehouse. Even offered them to keep 20% of the money and just give me the rest back in come get their junk that they sold me so I can purchase a new stove somewhere else. No response don't care still don't have a stove Final Consumer Response /* (4200, 12, 2015/05/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This joke of a company just sent me the same exact stove on 5/8/2015. Item came new inbox from the delivery company took it out of the box delivery company to get up to the kitchen, plugged it in, immediately shorted out giving a code F 68 again absolutely ridiculous. Item came new inbox from the delivery company took it out of the box delivery company to get up to the kitchen, plugged it in, immediately shorted out giving a code F 68 again absolutely ridiculous . Since I am away because what is the point of replacing a crappy nonworking stove with the new crappy nonworking stove. Electrolux staff on phone could have cared less. Two months . Since I am away because what is the point of replacing a crappy nonworking stove with the new crappy nonworking stove. Electrolux staff on phone could have cared less. two months without a stove what a great thousand dollar investment. Horrible service horrible company fantastic value for my money. Total sarcasm Final Business Response /* (4000, 14, 2015/05/18) */ I understand your frustration with this matter. I have been working with electrolux to find a solution to the problem. I will continue to work with electrolux escalation department to ensure that the customer is kept in the loop about the progress of his repair and or return. I will contact client when we have resolution for this matter.

5/22/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: MY NEW FRIDGE WAS DAMAGED BEFORE/AT/WITH DELIVERY & GUYS KNOW IT,SAID SOMEONE WOULD CALL ME TO WORK IT OUT WITH ME. UPON WASHING I FOUND ANOTHER DING. I BOUGHT A GE FRIDGE FROM THEM AND A WARRANTY. THE FRIDGE STARTED WITH PROBLEMS IN SAME YEAR,THE ********** *** DIDNOT WANT TO FIX ANY LONGER,SO THEY SAID TO GO THERE AND GET ANOTHER ONE. WE BOUGHT A FRIDGIDAIRE GALLERY DGUS2645LF, INVOICE XXXXXXXX ON 3/12/2015.PROBLEMS BEGIN, NO CALL,NO DELIVERY.I CALL ON 3/17/15 THEY SAY,PAY BALANCE,PAY DELIVERY AND THEY WILL DELIVER 3/24/15.NO CALL,NO DELIVERY AND SAY 03/26/15. THEY SAY I HAVE TO RETURN OLD UNIT,WHICH NOONE TOLD US SO I SAID I WILL CALL ********** *** CO.SAYS THEY DONOT WANT FRIDGE AND AFTER MANY CALLS AND RUDENESS FROM APPLIANCE. I CALL ON 3/30/15 AND CANCEL DELIVERY CHARGE SAYING WE WILL PICK IT UP OURSELVES,SAVING MONEY AND TIME. ON 4/1/15 WE DRIVE FROM MONTROSE TO GRAND JUNCTION AND THEY REFUSE TO GIVE US FRIDGE. *** WAS RUDE,CALLED ME MANY NAMES,LIKE LOON,CRAZY,ETC.AS I EXPLAINED I NEVER REFUSED TO GIVE OLD FRIDGE AND I WOULD SIGN A PAPER,BUT LET US TAKE IT NOW AND YOU CAN PICK UP OLD ONE LATER.*** REFUSED,I SAID THEN YOU CAN PICKUP OLD ONE AND BRING US NEW ONE,BUT ITS NOT RIGHT FOR US TO PAY $165.00 DELIVERY.*** REFUSED AND SAID ****** OFFERED TO SPLIT ***.COST DAYS AGO(LIE)AS I ASKED LAST WEEK AND SHE WAS RUDE,SAID 4/2/15 DELIVERY OR CANCEL ORDER,PUT ME ON HOLD FOR 27MIN.TO ASK BOSS AND THEN HUNG UP ON ME.THEN *** SAYS *** CALLED ME 3/30/15 FOR DELIVERY DAY AND SPLIT THE COST OF DELVERY(LIE AGAIN)HE CONTINUED CALLING ME NAMES AND SAID NOW, YOU DONT GET ANY DELIVERY CREDIT AND WE CALLED POLICE.POLICE CAME,TALKED,*** OFFERED TO SPLIT ***.COST AND DELIVER TO US ON 4/7/15 OR WE BRING HIM OUR OLD FRIDGE,TO GET NEW ONE,WHICH WAS RUDE AND UNCARING TO US ELDERLY.WE ACCEPTED AND LEFT. FINALLY ON 4/7/15 DELIVERY GUYS WERE RUDE,WANTED TO TAKE OLD FRIDGE OUT FIRST,FULL OF FOOD, WOULD NOT TAKE OUT OF TRUCK,WOULD NOT LET US INSPECT,THEN FINALLY DID AS WE SAID THIS IS WRONG AND ANY BUYER WOULD/SHOULD INSPECT. THEY WOULD NOT BRING NEW FRIDGE INTO KITCHEN FOR US TO TRANSFER FOOD DIRECTLY FROM OLD INTO NEW ONE,THEY MADE US EMPTY FOOD INTO BOXES,COUNTERS ETC. NOT CARING ABOUT ALL OF OUR FOOD.WHILE THE NEW FRIDGE STAYED OUTSIDE ON DRIVEWAY IT ROLLED INTO THEIR TRUCK CAUSING A DENT.UPON LOOKING AT FRIDGE WE DISCOVERED 2 GAUGES/SCUFFED OFF PAINT ON BOTTOM SIDE.AFTER INSIDE THEY REMOVED PLASTIC/TAPE AND I SAW SCUFFS WITH BLACK ON TOP OF DOOR.THEY SAID THEY DONOT HAVE ANY IN STOCK AND IT WOULD HAVE TO BE ORDERED,SO WERE NOT HAPPY BUT AS WE WENT THRU SO MUCH TIME AND PROBLEMS WITH EVERYTHING ALREADY, I ASKED FOR SOME MONEY CREDIT FOR THESE DAMAGES AS I COULD OF BOUGHT ONE OF THERE DINGED/DENTED ONES THERENBACK LAST MONTH AND TOOK IT HOME THAT DAY AND SAVED US MANY PROBLEMS. HE WROTE THE SCUFF ONE AND THE DENT ONE ON THE DELIVERY ORDER I SIGNED AND SAID HE WOULD GIVE TO *** AND SOMEONE WOULD CALL US TO WORK IT OUT. NO CALL FROM ANYONE.THAT NIGHT AS WE PUT IN THE FOOD THAT DIDNOT GO BAD, I WASHED THE FRIDGE FRONT AND SEE A DING IN THE FREEZER SIDE DOOR,WHICH SOMEHOW I MISSED WHILE WE WERE SIDETRACKED WITH SEEING PLASTIC ON THE DOORS,SHELFS,RACKS,ETC. AND THE GUY WAS FIXING THE DOORS AS THEY WERE NOT LEVEL TOGETHER. BEING UPSET ABOUT THE WAY WE WERE TREATED,TALKED TOO,SET IN AND THIS IS WRONG. WE DID NOT CAUSE THIS PROBLEM AND THEY ARE CROOKS.

Desired Settlement: WE WANT A CREDIT FOR THE 5 DAMAGES THEY DID TO THE NEW FRIDGE. WE WANT A CREDIT FOR ALL THE PROBLEMS THEY PUT ON US WITH THEIR LIES AND THE STRESS TO US ELDERLY BY MAKING THIS A BAD BUY. WE DIDNOT CAUSE OLD FRIDGE PROBLEMS AND JUST BECAUSE IT WAS A WARRANTY WITH WARRENTECH CONSUMERS CO. PAYING TO THEM THEIR PORTION DOESNOT MEAN THAT WE DO NOT EXPECT TO BE TREATED LIKE ANY OTHER BUYER OF ANYTHING FROM ANYONE OR ANY COMPANY. I DIDNOT WANT OLD FRIDGE,AS I WOULD DONATE IT LATER,BUT THEIR WAY OF GETTING OLD FRIDGE WAS RUDE TO US,UNNESSARY AND THEY COULD OF BEEN NICE AND WORKABLE TO US AS A PERSON AND BUYER. THEY CAN EVEN ORDER A NEW FRIDGE AND BRING TO US WITH NO DAMAGES AND NO RUDENESS AND PICK UP THIS OTHER ONE AS ANOTHER OPTION AS I PAID THE DIFFERENCE OF $464.00 FOR A NEW ONE AND EXPECT IT TO BE NEW AND NOT DINGED/DAMAGED LIKE OTHER ONES THEY SELL IN THEIR STORE.

Business Response: Initial Business Response /* (1000, 8, 2015/04/30) */ We apologize for the inconvenience. We executed a warranty exchange for her fridge, unfortunately, customer was under the assumption that she could keep both units. Under the standard guidelines of any exchange, the defective unit is exchanged with a new unit, the defective unit goes back to the factory for credit, customer keeps new unit. We are crediting the customer for the minor damage done to her new fridge. Initial Consumer Rebuttal /* (3000, 10, 2015/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) WE DONOT ACCEPT APPLIANCE FACTORY OUTLET RESPONSE AS THE NEW FRIDGE WE BOUGHT SHOULD HAVE NO DAMAGES. THEIR RESPONSE TO BBB SAYS THEY ARE CREDITING>THEY SAID THAT ON 04-07-2015 DELIVERY AND THEY NOW SAY DAMAGE, WHEN ITS MANY AND THEY SAW 4 DAMAGES THEY DID AT DELIVERY. IT DOESNOT SAY ON THIS RESPONSE ANY PERSONS NAME, THAT WILL CREDIT US AND NO $ AMOUNT OF CREDIT IS STATED, WHICH MAKES THIS UNLIKELY AGAIN SINCE THEY HAVE HAD ALL OF APRIL TO DO SOMETHING WITH US. AS OF THIS DATE WE HAVE NO LETTER FROM THEM, NO CALL FROM THEM AND NO DAMAGES CREDIT BACK TO US, EVEN THOUGH MY CREDIT CARD COMPANY HAS CONTACTED THEM, THE SAME AS BBB. I ALSO FOUND ANOTHER DING ON FRONT DOOR WHICH I TOLD THEM AND WROTE IN MY CREDIT CARD COMPLAINT AND WROTE BBB IN MY COMPLAINT, THAT THEY ALSO READ. I ALSO FOUND ANOTHER SCRAPE/PAINT OFF SPOT ON RIGHT SIDE WHICH MAKES 6 DAMAGES TO NEW FRIDGE, WHICH THEY CAN COME SEE AND COUNT. WE COULD OF BOUGHT A DAMAGED FRIDGE FROM THEM FOR THE $750.00 CREDIT THEY RECEIVED FROM WARRANTECH CO. WHICH WAS THE EXTENDED WARRANTY WE BOUGHT WITH THE GE FRIDGE IN 2010 YEAR BUY FROM THEM. AS FAR AS THE EXCHANGE THEY ARE SAYING, ITS NOT TRUE AS I ONLY SAID TO THE DELIVERY GUY CALLING, ABOUT TAKING OLD FRIDGE,THAT HE COULD PUT IN OUR GARAGE AND THAT NO ONE TOLD ME ABOUT TAKING IT AT ANY TIME, SO I WILL CALL ********** ******** I DID AND THEY SAID THEY DIDNOT WANT THE OLD GE FRIDGE BACK. APPLIANCE FACTORY PEOPLE OVER-REACTED AND EVEN WHEN WE WENT TO PICK UP NEW FRIDGE, I SAID WE WOULD SIGN A PAPER SAYING WE WOULD LET THEM TAKE OLD FRIDGE AND THEY REFUSED,PLUS TREATED US LIKE WE WERE CRIMINALS THAT DAY AND DELIVERY DAY. THEY YELLED AT US,*** CALLED ME ALL KINDS OF NAMES,LOON,CRAZY,ETC.ETC. THEY LIED AND TOTALLY RUDE. WHICH IS WHY THE "CUSTOMER SERVICE" WAS WRONG TO US SENIOR BUYERS AND WE ALSO EXPECT TO BE CREDITED SOME MONEY TO US FOR ALL THE UNNESSARY STRESS,LIES, WAITING SO LONG FOR DELIVERY,OUR WASTED GAS AND TIME CAUSED TO US,PLUS RUINED OUR BUYING EXPERIANCE AND HAPPY BUY. THE NEW FRIDGE WAS NOT AN EXCHANGE, IT WAS PAID BY WARRANTECH CO. AND WE PAID THE $464.00 BALANCE MAKES IT OURS AND WE SHOULD OF BEEN ABLE TO PICK UP SAVING US THE DELIVERY CHARGES THEY MADE US PAY. DEVINA CALLED ME BACK AND SAID THEY WOULD DELIVER TO DOOR BUT PAY ANOTHER $35.00 AND WE WILL BRING INSIDE YOUR KITCHEN AND NEVER SAID AGAIN ABOUT TAKING OLD FRIDGE,WHICH I DIDNOT CARE ABOUT ANYWAY AND TOLD THEM. THEY RECEIVED FULL PAYMENT AND THIS FRIDGE WOULD BE LIKE ANYONE BUYING ANYTHING FROM THEM, WHICH MEANS THEY SHOULD TREAT PEOPLE RIGHT AND ESPECIALLY NOT BE MEAN AND RUDE TO SENIOR CITIZENS. SO, WE ARE SAYING AGAIN TO THEM WE DESERVE AND WANT MONEY CREDIT FOR BAD, UNNESSARY RUDE CUSTOMER SERVICE AND THE 6,SIX, DAMAGES TO THE NEW FRIDGIDAIRE GALLERY WE BOUGHT AND PAID FOR NEW. GOD BLESS. Final Consumer Response /* (4200, 14, 2015/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) THIS SENTENCE/ANSWER IS TOTALLY UNTRUE AND THEY ALL KNOW IT. ******** AND ***,SAW DAMAGES ON DELIVERY AND WE TOLD THEM IT WAS NEW IN BOX AND THEY HAD TO UNWRAP THE NEW FRIDGE FOR US, THEN TOLD US UPON DAMAGES,THEY DIDNOT HAVE IN STOCK AND WOULD HAVE TO ORDER AGAIN AND ASKED US WHAT TO DO,THEN SAID THAT WE WOULD GET CREDIT MONEY, UPON A CALL FROM THEIR BOSS. STILL AFTER ALL THIS TIME AND WRITINGS,NO CALL,NO LETTER AND NO MONEY CHECK FROM ANYONE FROM APPLIANCE FACTORY. WE LOOKED AT THIS FRIGIDAIRE GALLERY #DGUS2645LF IN G.J.CO. STORE AND IT WAS "NEW IN BOX" AND WAS ON SALE WITH INSTANT REBATE,PLUS *** TOLD US THIS THAT DAY, WHICH IS WHY THEY HAD TO ORDER IT, MAKING US WAIT TO RECEIVE. WE COULD OF BOUGHT ANY FRIDGE IN STORE WITH OUR $750.00 CREDIT WE RECEIVED FROM THE WARRANTECH CO. CREDIT THEY GAVE TO APPLIANCE FACTORY, AS THE STORE HAD MANY BLEMISHED,DINGED,DAMAGED,OUT OF BOX,DIFFERENT FRIDGES, DIFFERENT PRICES, WE SAW THAT DAY IN STORE, THAT THEY MARK DOWN IN PRICES FOR PEOPLE TO SEE IN STORES. THE G.E. FRIDGE WE BOUGHT IN 2010 WAS CONSIDERED A BLEMISHED FRIDGE/OUT OF BOX IN 2010,BUT WE WERE TOLD WAS NEW AND BOUGHT EXTENDED WARRANTY,LUCKILY. SINCE WE HAD THINGS GO OUT ON THE G.E. FRIDGE IN 2010 SAME YEAR AND SO MANY TIMES THAT THE WARRANTECH CO. DIDNOT WANT TO FIX ANY MORE,WE SAID WE DIDNOT WANT TO BUY ANY OF THOSE DINGED FRIDGES OR ANY G.E. FRIDGE AND TAKE ANOTHER CHANCE TO HAVE PROBLEMS AGAIN. EVEN *** ON THE PHONE AT THE GRAND JUNCTION,CO. STORE WITH ME SAID THIS FRIGIDAIRE GALLERY IS NEW AND A GOOD SALE RIGHT NOW, WHICH IS A BETTER DEAL/PRICE THEN HIS OUT OF BOX MARK DOWNS, SO WE AGREED TO ORDER NEW AND PAY THE $464.00 PRICE DIFFERENCE. THEIR ANSWER ALSO DOES NOT MAKE ANY SINCE IF THEY READ MY OTHER ANSWERS I WROTE TO YOU,PLUS THEIR ANSWER BEFORE THIS ONE TO YOU SAID THEY WOULD CREDIT FOR DAMAGES, WITH NO DATE, NO NAME AS WHOM SAID AND NO AMOUNT SAID,WHICH IS WHAT SOMEONE WOULD REALLY DO IF THEY MEANT IT. THEY ALSO SAID THAT ON THE 04-07-2015 DELIVERY TO US THAT THE 2 DELIVERY GUYS SAW AND WROTE ON MY DELIVERY SLIP, EXCEPT THE 2 BLACK ONES/MARKS THEY FORGOT TO WRITE AS THEY SAID IT WAS FROM THEIR DOLLY AND THEN SAID DENT WAS FROM THE MANUFACTURE,WHICH MADE 5 DAMAGES,BUT THEY WOULD TELL THEIR BOSS AND SOMEONE WOULD CALL US TO CREDIT MONEY,BUT NO CREDIT/NO CALLS. THEY MADE US FEEL LIKE CRIMINALS,CALLED ME SO MANY NAMES, I CRIED ALL THE WAY HOME AND THEY LIED AT EVERY CONVERSATION AND STILL ARE TO YOU AND NONE DESERVES TO BE TREATED THIS WAY, CAUSING THIS TO BE A BAD BUY, WITH UNNESSARY STRESS TO US SENIOR CITIZENS. WHICH IS WHY I ASKED THEM, WROTE ASKING/EXPECTING FOR CREDIT FOR TOTALLY BAD CUSTOMER SERVICE MONEY CHECK, PLUS THE 6 DAMAGES MONEY CHECK, BECAUSE WE NOW HAVE ON OUR NEW,IN BOX, FRIDGE WE PAID IN FULL TO RECEIVE, MAKING THEIR ANSWER ANOTHER LIE LIKE THEY DID ON THIS WHOLE FRIDGE BUY. Final Business Response /* (4000, 16, 2015/05/22) */ We sincerely apologize for the inconvenience. A charge back was credited to the customer's charge card for the damages. Customer signed off on the fridge upon delivery stating that it was delivered in good condition, has now had the fridge for several months. hard to insist on money back for a fridge that has been in the home now for almost 3 months every time customer feels that she sees another dent or scuff. We consider this matter closed.

5/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The washer/dryer purchased is off gassing noxious chemicals. We asked to return it within 72 hours of delivery. They are refusing to accept a return On purchasing the Electrolux washer (model #EWFLS70JSS) & dryer (model #EWMED70JSS), we made it very clear that my wife is very sensitive to chemicals and smells. We were under the impression that if the items did bother her, that we could return it. On delivery (4/4/15), a test run was made, the washer and dryer worked fine, but within an hour started to off gas some noxious chemical smell. We spoke with our sales person and were instructed to run a cleaning product to hopefully get rid of the smell. It did not work. On 4/6/15 @ 10:13 PM (<60 hours after delivery) we sent an email to "**************@appliancefactory.com" asking for a refund/return. This was the email contact supplied on their business card. Apparently this email does not exist. We called the next day (4/7/15) asking to return the products. No manager was available, but they did have a repair person come out on 4/8/15. The repair person indeed noted the smell and spoke to my wife specifically about it, but stated there was nothing to do about it except wait. We went to the store that evening. No manager was available. My wife called again today. The manager has refused to accept a return. Meanwhile the continued off gassing is causing my wife to have increasing respiratory problems (persistent cough, shortness of breath and wheezing) and headaches. This is occurring even with keeping the laundry room door shut with a towel blocking any draft from below the door. As instructed by the store, we have not washed any dirty clothes in the machines, but have run the machine to try to accelerate the off gassing, without any detectable improvement. We had chosen within 72 hours, (note they were closed on Easter Sunday) that we no longer wanted these products due to health concerns. The manager states that the machine works fine and "technically" there is nothing wrong with it and refuses to accept a return.

Desired Settlement: For the health of my wife, we want a full refund and removal of the washer and dryer immediately.

Business Response: Initial Business Response /* (1000, 5, 2015/04/14) */ I have spoken to **** and ***** multiple times trying to resolve this issue and communicated that their warranty for this issue is through the manufacturer. I scheduled service for them and the service company found nothing wrong. There are no harmful chemicals being emitted from the machine and the smell is coming from a rubber gasket located at the front of the machine so it doesn't leak. After that service call I suggested they get a second service opinion through Electrolux since they didn't get the desired result which was a Return Authorization. They currently have a service scheduled for today for the second opinion. I also have communicated with Electrolux several times requesting a Return Authorization but have been unsuccessful since nothing was found wrong with the unit. I will continue to work with our customers to get this issue resolved for them. Initial Consumer Rebuttal /* (2000, 7, 2015/04/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I agree with what they have said. They did send out a person, who was fairly rude to my wife. As it turns out, he was also the person sent out by Electrolux. So much for a second opinion. He was even more rude and dismissive the second time. I also agree that the smell does come from the rubber gasket. That is about the only thing we truly agree upon. I disagree with: 1) There has been no testing to determine if there are "harmful gases" being emitted from the rubber gasket, so there is no way they can say that it does not emit a noxious chemical. Once they have done the testing, then I will be convinced. I can say that whatever VOC is off-gassing from that gasket is exacerbating my wife's asthma, and to that there is no debate. The machine (model) has been tested by UL and NSF and has passed their testing. Unfortunately, it does not seem that VOC testing is not part of either the UL or the NSF testing regimens. 2) They say they have asked Electrolux for a return authorization. Who did they ask? Was it someone who really has authority? 3) If they were going to work with us, and they won't take the machine back, why have they not considered other options to deal with the gasket? It appears to be removable and replaceable. Is it feasible to get one that was made months ago and is just sitting around in the factory and has already emitted all of is gases? 4) They did not comment on the complaint in which I stated that we asked to return this within 72 hours of delivery. 5) Their return policy is not available on their website. The site does state that there is an arbitration procedure to settle disputes, but they have not offered to go down that route. If we do go to arbitration, who determines the arbiter? And how soon could this happen? Final Consumer Response /* (3000, 14, 2015/04/28) */ I agree with what they have said. They did send out a person, who was fairly rude to my wife. As it turns out, he was also the person sent out by Electrolux. So much for a second opinion. He was even more rude and dismissive the second time. I think I might have hit the "yes" button on the response page. I would like to be clear, that I am NOT satisfied by the response we received from Appliance Factory Outlet regarding complaint #XXXXXXXX. Thank you, **** ****** Final Business Response /* (4000, 16, 2015/05/05) */ Unfortunately Appliance Factory and Mattress Kingdom requires a return authorization from Electrolux because nothing was found wrong from the two service requests that were completed for the customer. Appliance Factory and Mattress Kingdom is committed to great customer service and has tried multiple times to satisfy this customer.

5/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Wrong, inferior, and possibly used item delivered. April 13: I ordered a 16 cubic foot Frigidaire refrigerator from ***** after discussing space limitations, etc. I subsequently received an invoice for the items I ordered, including the expedited delivery, after paying for these items with my credit card. Invoice was correct. April 14: The scheduled delivery date came and went, and after staying home all day waiting, no delivery. April 15: The delivery truck arrived and they installed a refrigerator different from the one I had ordered. An "Accounting Copy" invoice given then an inferior, and appearing used, refrigerator, I did not want. I refused ice maker install because of wrong item. I called immediately and expressed my objection. The drivers who delivered the wrong item heard all my objections. Since I had emptied my old, dead refrig, I had to place the food in the new one or have all my food spoil. They said they would "get back" with how to handle. April 17: I called and left a message for sales man. No call back, I called again and discussed my situation with someone who said a manager would call me later to resolve the issue. I never received any such call. Numerous calls and emails failed to resolve issue. Promised cc credit never happened and I refused to give them the refrig until the credit appeared.

Desired Settlement: Return of wrong item delivered and credit of amount to my credit card or via certified check, in effect, reversal of the entire transaction.

Business Response: Initial Business Response /* (1000, 6, 2015/05/06) */ Mr. ******'s daughter called on his behalf regarding a very size restricted refrigerator to replace his recently broken unit. The order was created for a hotpoint refrigerator and an additional ice maker kit to be installed. Mr. ****** was to call in after the call with his daughter to give his credit card for the unit. When he called, Mr. ****** spoke with another salesperson and made no mention of his daughter or the unit or the order and ordered another entirely different Frigidaire unit. At the time of delivery, Mr. ****** called the store to say that the drivers were trying to deliver the wrong unit. I explained that the unit was the one his daughter ordered and he said he didn't want that one, he wanted the one he called about. I immediately advised Mr. ****** to refuse the unit and that I would do everything I can to get the other unit to him. Mr. ****** explained that he had nothing right now and he needed refrigeration and was not willing to wait so he wanted this one to use until the other one arrived. I explained that we could not loan him a new unit to use since we would not be able to return it and sell it again as a new since it will have been used. I explained that he had two options: 1. refuse the unit immediately and we would deliver a different one to him 2. Sign for and accept the unit and then he would accept ownership of it. I did not hear back after that call and according to the delivery receipt Mr. ****** signed for and accepted the hotpoint unit that day. Initial Consumer Rebuttal /* (3000, 8, 2015/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. Mr. ****** is 94 years old, but still independent. Wanting to help, his daughter called on his behalf TO GATHER INFORMATION ONLY, which she told **** at AF she was doing and would relay the info back to her father and HE would make up his mind and place his own order. 2. On APRIL 13, Mr. ****** talked to *****, salesman at AF, and ordered and paid for with his credit card (charge slip attached) the refrigerator he wanted, to include NEXT DAY delivery and ice maker. He was issued an invoice, dated APRIL 14 (the day AFTER the charge went through), for the unit he ordered; copy previously submitted. 3. He called immediately when the wrong unit was delivered, A DAY LATE. Since he had a significant amount of food out of his old refrigerator since the ORIGINAL SCHEDULED DELIVERY DATE, April 14, he could not refuse the wrong unit as he needed refrigeration for this food, but told them the wrong unit was delivered and he didn't want it, and refused to have the ice maker installed since it would be returned. The delivery people, who heard the call, indicated they would do what they could to make the situation right the next day (never happened). 4. After emails and bad online reviews, *** from AF, called on April 29, and said "they have agreed to issue you a credit" and he would arrange for the wrong item to be picked up. They came to pick up the wrong item which had been moved April 17th to Mr. ******'s garage after he purchased the refrigerator he wanted from another vendor, but at that point, he was leery of their honesty, and wanted his credit or refund before letting them have the refrigerator. They left and the refrigerator remains in his garage. The rest of the issue was explained in the original complaint. Final Business Response /* (4000, 11, 2015/05/14) */ Mr. ****** called at the time of delivery of the unit selected by his daughter and was given two clear and concise options. If he wanted a different unit, he must refuse the unit being delivered and an alternate would be sent. If he accepted, signed for and used the refrigerator delivered, it would not be able to be returned as the unit would no longer be new and could not be resold as such. Mr. ****** made the decision to sign for, keep and use the unit. At this point it is not a returnable item since it has been used.

5/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Promised $300 refund if waited an extra 3 weeks for order after alot of time wasted and numerous attempts only got $150 back - When order was placed(And they charged the credit card in full) we were told Appliances were in stock and could be picked up next day -Oops not on the truck for some reason but for sure we could get them the next week -oops not on truck again then told 3 weeks later - Tried to cancel order at that point but promised by Pam credit of $300 to wait for Feb 26th delivery date. Finally got the balance of the order on March 10th +- and started asking where the refund was Pam said don't worry your going to get it - Then Store Manager quit and waited another 2 weeks until they got a new manager Pam said she was still confident That I would get back the $300. New manager said Pam didn't remember anything about the promise and the best they could do was $150 refund and I should feel lucky to get that -

Desired Settlement: Give me full refund promised

Business Response: Initial Business Response /* (1000, 5, 2015/04/14) */ First, I am sorry the customer feels this way. The customer states that we told them the appliances we ordered were in stock. They were not in stock and I do have an email to this customer on the day of purchase which states that. The email states that we thank the customer for their order and when our purchasing department gets us an ETA on the units we would let them know when they would be coming in. There was a management change but there was never a consession of $300 offered to this customer. The customer told me that he had an email which showed we indeed said we would give him $300 which he could not provide. I did give a consession because of any inconvinience the customer had because of a misunderstanding with the availability of the product. The customer has both of the units he purchased and they are in good working order. I am sorry the customer feels like we should provide more money back and is not satisfied with the resolution. I have spoken with this customer many times and thought we had come to a resonable accomidation to satisfy both parties involved. As always the customer can contact me at any time if he still feels unsatisfied. Initial Consumer Rebuttal /* (3000, 7, 2015/04/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company is very good at lying to customers and they know how to play the game so they don't get caught in their lies. When I got the price it was higher than other stores but they told me it was in stock and that's what sealed the deal.When I got the email thanking me for the order and they get an ETA on the units I called to ask what that was all about and Pam told me don't worry it will only be a few hours before they let her know I could come pick them up. In response to the promised refund I spoke many times to our Sales person Pam and she assured me that I would be getting back the $300 - I sent an email stating that I had not received back the $300.00 as promised and no-one disputed the email. I tried on numerous occasions to get Pam to put in writing the promised $300.00 refund but she kept coming up with excuses why she couldn't right then but assured me she would when her computer was working again or when she got back to the office or when she found out when I could pick up or... so on and so on - There WAS a concession of $300 made to me but what the response above failed to mention was it was not given in writing so they don't have to adhere to any verbal commitments- no matter how many times it was stated.... I am sorry I was a customer of Appliance Factory and I would like to talk to the owner about these practices.... Final Business Response /* (4000, 9, 2015/04/30) */ I am sorry the customer feels as they do however I have in writing that we had to order the units for the customers from the manufacturer. This was sent to the customer in the form of an email on the same day the customer made the purchase. The fact that the customer states we said he could pick up his units in a few hours is not a possibility. We only place our orders on Monday and it takes a minimum of 10 days and up to 8 weeks to receive an order from the manufacturer. We offered concessions to the customer which were more then we would usually give but the customer continued to want more then was reasonable. I am sorry we could not come to an arrangement that made both parties happy but feel as though we did go above and beyond normal practices to satisfy this customer.

5/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had my newer samsung wash machine repaired on 4/8 for some warranty work.I have 2 issues that need a response back on. 1) The basket on the inside of the washer separated and caused damage. I called the Appliance factor whom sold me the washer, and they would send a tech out. They tech said only part of it is under warranty, the separation of the basket, not the other stuff. How can this be? I ended up paying 275 for stuff that should have been covered under the warranty. 2) The tech that left very quickly and upon leaving, I was unable to inspect his work until after he was gone. He had left before I had notice the numerous starches that were made when he repaired the machine incorrectly. After several unreturned phones calls, I finally was in touch with a very rude and inconsiderate person. He called me a liar because his truck dont carry any touch up paint The paint does not even match. He did everything in his power to get me off the phone. I need this situation remedy immediately. ***** ************ Product_Or_Service: Washing Machine Order_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Refund Refund of my repair fee's after finding out the part that failed was under warrenty, resulting in aonther part being broken. Also, I am willing to forget the damage to the outside the tech made, scratches and dings, ect

Business Response: Initial Business Response /* (1000, 6, 2015/04/24) */ April 23, 2015 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO XXXXX RE: ***** M. ******** Case# XXXXXXXX BBB Representative, Thank you for forwarding the letter to us from Mr. ***** ********* The letter stated that his unit obtained scratches from the repair and was charged for repairs that should have been covered under warranty. I have investigated the issues and reviewed the service. Mr. ***** ******** called in and requested service for his Samsung washer on 03/31/15, stating the unit was "making a thundering noise and the tub was chewed up." The tech arrived on 04/01/15 and diagnosed the basket separating. Per Samsung's warranty (attached), there is a 3 year warranty on the stainless tub part. Consumer was provided the information and given a cost for the labor and additional parts (Cover, washer and nut) to complete the repair, $275.47. Consumer agreed to the cost. Parts were replaced on 04/08/15, unit was tested and works as designed. I spoke with Ms. ******** on 04/13/15, she stated that tech had caused scratches and then painted over them with an off colour white paint, scratches were on front and top of unit. Appliance Factory Outlet delivery supplied a copy of the "QC" sheet (attached) from delivery, showing the consumer accepted the unit with several scratches and dents in the places stated by Ms. Armburst. I reviewed with technician and verified the technician does not carry touch up paint and did not create or alter any scratches on the unit. I spoke with Ms. ******** on 04/14/15, informed her the scratches were original from delivery. I requested she send me pictures for review of the scratches and dents, she denied. She requested full refund for the service rendered on her unit, I informed her that the request was denied and reiterated the damage was original to the unit. I again informed her I would review any pictures she chose to send, she again denied. I have reviewed the information regarding the scratches and dents, per the information provided at time of delivery, the scratches are original from date of delivery. Samsung has provided payment for the part as stated in their warranty. The consumer has no additional warranty and is responsible for all additional costs for the repair of the unit, consumer agreed to cost of repair. I apologize for any inconvenience this has caused Mr. and Ms. ********* Brand Source Services continues to refine and update it's policies and procedures to provide the customer with above satisfactory service. Sincerely, ****** ****** Brand Source Services

4/20/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased a new JennAir Stove. When purchased was told it had 2 burners on right side and grill on left. When delivered came with no burners and a grill only on left side. Couldnt even boil water. Called the store when the installer was there and was told it didnt come with burners. I asked what good is this to me without burners. The store told me they would order one right away and i would have to go get it in Boulder. Went to get it in Boulder in a week and was told i had another one coming for the left side it would be a couple of weeks. When i installed the burner back burner switch didnt work. Called the store they told me to call the repair #. When i called the repair # they told me the stove had been registered to someone else and my warranty was out. I again called the store and they told me they would fax a copy of the receipt to the company and i would have to give it 24 hours before i could call repair. I gave i 24 hours and they told me they did not service my area and gave me another #. Called other # and they only come on wednesday. Came in 2 weeks had to order parts and come back. Came back today and finally fixed the right side. I calle3d the store today to find out where the other burner was. They told me i would have to buy another one because the one they supplied me so i could use my stove i had to pay for. When i purchased this stove i was told it came with 2 burners and a grill. The salesman lied. He then took my $ for the one that should have come with the stove and refuse to give me the other burners i paid for. On one occasion they told me they had no part in my problem as soon as they got the $ there part was done. They have horrible customer service and lie. Im disgusted Product_Or_Service: Jenn Air Modular Electric stove

Desired Settlement: DesiredSettlementID: Replacement They should supply me with a left burner no charge. I should not have had to pay for the right burner as the salesman **** told me the stove came with the right burner and i have already paid for the left one.

Business Response: Initial Business Response /* (1000, 5, 2015/04/03) */ The complaint is being made by the tenant while our customer and the purchase of the appliance in question was with the landlord. The appliance came with all of the parts specified in the manual. Due to what the tenant believes was a miscommunication and to help resolve issues between her, the landlord, and us - we offered her a 25% discount on the accessory pieces she wanted. These were purchased and delivered to her prior to this complaint being filed. We of course are very sorry that she is unhappy and we have worked diligently to resolve her issues fairly and swiftly which we believe we have done in this case.

4/10/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: "New" GE washer has never worked. I was assured that if I had any problems the first week, just call him (salesperson), now ..."it's between me & GE" PURCHASED 3/15/2015, GE Washer model GTWN4250D1WS. Picked up couple days ago. I did not try to use till today, but yesterday the washer started running on it's own, twice. Very creepy. I asked the sales person before I purchased what if the washer did not work when I hooked it up. He "****** *********** told me if it's within 7 days to just call him. I did, and he told me it is between me and GE. He lied about helping me the first week if there was a problem. Today I tried to use for the first time, when filling with water, the tub tries to spin slowly, but makes a load scraping noise. I called the salesperson again, and was again told it was between me and GE. When I asked why he told me to call him if any problem the first week, he answered "I gave you GE's service phone number." GE's website will not let me register the washer's serial number. Nor will the GE site let me request a warranty repair appointment.

Desired Settlement: A replacement GE washer (same model) that is actually new and working condition. Delivered.

Business Response: Initial Business Response /* (1000, 6, 2015/03/27) */ ***, I would 1st like to apologize for the issues you are having with your GE GTWN4250. We never want customers to have issues using the product sold through our company and will always take care of the customer. The reason we have you call us is so we are aware of the issue and we can direct you to the proper service department. With GE we are not authorized to do the initial service call so it must go through the manufacturer. If the technician deems the unit not repairable we are given a credit and get a new unit out. As far as the unit not being new that is not how we operate. We only sell new appliances to our consumers. I would like the opportunity to get this worked out for you at your earliest convenience. Thanks. Initial Consumer Rebuttal /* (3000, 8, 2015/03/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) After 3 days of trying to get my "new" washer to work, I realized I needed to repair myself. When opening the washer and watching the washer starting a cycle, I saw that the large pulley attached to the base of the wash tub was scraping badly against the base of the washer. This is because the base (floor) of the washer was badly bent upward into the washer where the pulley was hitting. I cancelled the GE repair appointment because it was physical damage to the washer causing the problem, which is NOT a covered warranty repair. I signed an inspection sheet with the list of dents and scratches on the washer when picking it up, but there wasn't any reason or way to look at the bottom of the washer. But I did sign it. So I purchased a BIG hammer and pounded out the dent as best I could. Now at least I can use the washer. And now I know GE doesn't have a repair center in Denver, the company they were going to send is not even a GE authorized repair center. I guess maybe there is no longer such a thing. I need to accept the fact I did not do my research before my purchase or I would have seen the "F" rating on Denver's BBB site for Appliance Factory and the 1 of 5 star rating 50% of people gave for the GE model I purchased.

4/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: New washer and dryer are ruining our clothes and not working properly. My husband bought me brand new top of the line washers and dryers from this store. Immediately we had issues with them. The technicians hooked up our water lines wrong so every wash is hot water. Several items of clothes bled into each other. Clothes came out wrinkled as if the were balled up. Wash takes forever and the steam options on the dryer leaves your clothes soaking wet. Took us 2 weeks to get a tech out and the only thing he said was we were using the wrong detergent. So we bought the correct detergent and now the dryer is snagging our clothes. My husband has 4 shirts ruined I have 2 shirts ruined. Their customer service is terrible and ******* (the manger) is the most disrespectful person I have ever met. They all keep pointing fingers and no one will take responsibility for fixing the problem. We would be happy if they would just switch them out. But no... we have to have someone come out 3 times to fix them before they will do anything. So in the meantime we continue to lose clothes or we go someplace else to do our laundry. We are in a lose/lose situation.

Desired Settlement: All we want is a washer and dryer that work properly. At this point we would prefer a different brand. We want something to be done instead of everyone treating us like we are the ones that have done something wrong. An offer to replace the clothes that have been ruined by their product would probably be a nice touch as well.

Business Response: Initial Business Response /* (1000, 15, 2015/04/06) */ Appliance Factory sincerely apologizes for not meeting the ******* expectations. ******* has serviced both units and stated they are functioning properly. We are asking ******* to take responsibility for their product and help resolve these issues. Appliance Factory will contact consumer by 3/27/15 with *******'s response to our demands. Sincerely, ********* District Manager Appliance Factory *************

3/23/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I was sold a dual fuel range with a convection oven. The convection oven cooks slower than the conventional oven. I'm told it is working correctly. My husband and I bought an out of box GE dual fuel range on 12/20/14. We were told our satisfaction was guaranteed. We inspected it when it arrived and accepted it based on a visual review. We paid a total of $2,425.67 for the range and extended warranty (invoice XXXXXXXXXX). Payment was made on a credit card. We had it delivered and installed on February 3, 2015. The delivery employees said it was the first time he ever installed one of these. He did not install the Corner Installation Kit because he didn't see it until he already installed the unit. He said it wasn't important. I used the stove top, which worked fine. I used the convection oven which did not work as expected. I baked cookies that should have taken @20 minutes and after 1 hour on convection, they were no where near done. I owned a dual fuel range with a convection oven right before getting this one so I have quite a bit of experience with convection oven cooking, and particularly with the recipe I selected to test the new oven. I also baked two potatoes on convection and after one hour, they were hard as a rock. I finished them in the conventional oven, which worked fine. I called GE for service and had a rep come out on February 9. He said the oven worked fine. It heated to the required temp and that's all he could do to confirm it's operation. He didn't know why it took so long to bake anything. I went to Appliance Factory Outlet to get advise about this, e.g. if this is the convection oven, then something isn't right. The manager, *** ******** discounted my complaint, told me there are certain things I shouldn't cook in a convection oven and said it wasn't his problem. I believe he sold me a product that doesn't work as he said it would. It's common knowledge that convection ovens cook more quickly than conventional ovens. *** sold me a product that he says is convection, but it doesn't work like a convection at all. He misrepresented the product.

Desired Settlement: I would like to be refunded $500 for the lack of a convection oven in the unit I was sold. I know *** won't replace my range because he repeatedly told me he wouldn't replace it when he repeatedly told me it wasn't his problem. I got the message loud and clear. I'm asking for a refund for the portion of the product that doesn't work, e.g. I now own a range that doesn't have a convection oven so I'd like to be compensated for that.

Business Response: Initial Business Response /* (1000, 5, 2015/02/21) */ Appliance Factory apologizes for not meeting *** *********'s expectations! It is our sincere desire to make everyone a raving fan. We will do everything in our power to work with the Manufacturer to resolve this issue. GE is responsible for all of their products and must give a return authorization to return any used GE product. GE's service tech has concluded after inspecting and testing unit that it is fuctioning properly. Unit is new and was provided by GE Appliance. We will help Mrs. ********* with her fight with GE to return her unit but GE must approve all returns. Appliance Factory nor GE have a satisfaction guarantee. If an appliance is not functioning proper the manufacturer insists it be service. If it cannot be fixed, the Manufacturer issues a return authorization to retailer. In this case GE is saying the Unit performs at designed. Again, we apologize for not meeting your expecations. Sincerely, **** **** District Manager Appliance Factory Initial Consumer Rebuttal /* (3000, 7, 2015/02/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I appreciate the apology and offer to help, its arrival is about 3 weeks late. Store manager, *** ******** should have done this when I went to the store for assistance. Instead, he told me I shouldn't cook certain things (e.g. potatoes/cookies) in a convection oven. He referred to the range as "GE's problem" indicating the range was not right. I have been working with GE Customer Relations over the past few weeks. The reps told me that the dealer is responsible for customer satisfaction and if the unit I was sold does not satisfy me,(in other words, if the features that were sold are not satisfactory), the dealer has 30 days from the date of delivery to replace it with a satisfactory unit. My range was delivered on Feb. 3, 2015. I dispute the statement that Appliance Factory does not have a satisfaction guaranteed policy. They might not have one in writing but store manager, *** ******** made a verbal commitment when he said he was working hard to satisfy the customer, doing everything he could. He said this was an effort to overcome the bad reputation the previous store had regarding unethical, or possibly illegal, business practices. I would like a replacement unit per the statement from GE that the dealer is responsible for replacing a unit that doesn't perform to the customer's satisfaction or as described. The alternative is to return $500 of my money to make up for selling me a unit that does not have an acceptable convection oven. I just used the convection oven again. I made two batches of muffins. The batch cooked in the conventional oven cook more quickly than the batch cooked in the convection oven. Here is a description commonly found regarding convection oven: In the cooking industry, there is a rule dealing with convection ovens called the "rule of 25s". When using a convection oven in place of a radiant one, the cooking temperature can be reduced by 25 degrees with the same end result. This in itself means a substantial savings in heat energy over time. Many foods cook 25% faster in a convection oven, which also means less overall time is needed to prepare dishes. I expect something close to this type of performance with the GE convection oven that Appliance Factory Outlet sold to me. Regards, *** ********* Final Business Response /* (4000, 12, 2015/03/20) */ Currently we are at an impass in regards to Mrs *********'s desired resolution. We are strongly requesting GE take responsibility for their product. GE states unit performs as designed and has been unwilling to help resolve this issue. Refunding $500 is not the proper resolution. Appliance Factory will contact Mrs ********* with GE's final stance on this matter. Again, we apologize GE's range has not met Mrs *********'s expectations.

3/19/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: "Out-of-Box" condition described as minor dents and scratches. Received washer that was non-functional and dryer with sever damage. On February, X XXXX, I went to Appliance Factory Outlet looking for a washer/dryer set at the store. **********, the salesman asked for my price range and what I was looking for. He went to his computer and said he had something for me in my price range. He did not tell me they were "out-of-box" until I was waiting for over 10 min for him to complete the order. I agreed because "Out-of-Box" was described to me as minor dents and scratches. I purchased a basic GE washer & dryer set - ******** & ******** using the Brand Source credit option with no interest for 6 months. The white washer/dryer set was delivered on February 11, 2015. We tried the washer immediately after it was installed. It was non-functional. The agitator did not work and the unit made loud grinding noises. I called the store to immediately and was told that that was handled by their service center. The service center told me to call GE. GE said they would service it but if it was a delivery issue, I would be charged. I called the service center again to see if they could check if it was a delivery issue. After being given the run-around, I called ********** the salesman at the store. He said he would get it replaced. The malfunctioning washer had been dented severely underneath that all the mechanics had been damaged rendering the unit useless. The replacement washer was delivered on 2/16/15. However, the washer was replaced with model ************ and the color was bisque. I now had a bisque washer and a white dryer. We were finally able to try out the dryer. There was a constant knocking noise during the dry cycle with or without clothes in it. To save time I contacted GE first about the noises. They said they were not normal and the machine needed servicing. The dryer was supposed to be brand new so it should not need servicing. I called ********** again to get a replacement sent. He informed me they would not replace the unit until it was looked at by a service representative. A service appointment was made through GE and a service representative came out to our house on February 26, 2015. The service representative said the sides of the unit have been bowed severely. The knocking sound was from the sides of the unit hitting the rotating drum. The unit was supposed to be new with "minor dents/scratches." I immediately called Appliance Factory Outlet and was informed that ********** was out of the office. I worked with a representative by the name of ***** to see about getting the unit replaced. I was informed that they could replace it with an up-graded unit that was white, but if I wanted a matching set, I would have to pay the difference of $90 between "out-of-box" and "in-box" plus the unit would have to be ordered. I did not want to pay the difference and asked to return the unit without a restocking fee. I called back later that day to speak to the manager to see if I could return the washer as well without a restocking fee because I didn't want to pay more for a matching set and I was given a matching set that was defective in the first place. Link, the manager, also informed me that I would have to pay more to get a matching set and he would not take the washing machine back because that issue was already resolved. The dryer return is currently scheduled for March 4, 2015 and my account should be credited when it is returned back to the warehouse.

Desired Settlement: Since the store is not willing to provide a replacement dryer - at no additional cost - that matches the replacement washer I was given, I would like a full refund for the washer, dryer and all the new connections I had to buy along with the units. The store did not fulfill the order as far as I am concerned. I should not be charged any restocking fees because of all the hassle and the severely damaged units I received in the first place.

Business Response: Final Consumer Response /* (2000, 10, 2015/03/19) */

3/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On 3/8/2014 I purchased two appliances, a Frigidaire Electric Range and a Bosch Dishwasher, both with extended warranties underwritten by Brand Source Service & Repair. At the time of purchase I specifically asked and he verified in my presence with management that the products we purchased would be repaired or replaced and that service to our residence was covered. I relayed to our service specialist ***** ********* that we live in Dumont, Colorado and that I've had issues in the past getting service and repair with warranties in our area. I was assured thru our service specialist and his manager that we would not have this issue. In December on or around the 4th. I contacted Appliance Factory, Westminster location to report the problem that I was having with the range. They directed me to BrandSource Service and repair that held the warranty. Brandsource told me they only service products that have exceeded the manufactures warranty which fell to Frigidaire being responsible for providing service and repair to a product within the first 12 months. Frigidaire originally told me there was no one in my service area, when I requested a return authorization they found Avalanche Appliance who I then contacted and was told by ***** that he does not service the Dumont area. I then contacted Frigidaire requesting a return authorization, again. Avalanche Appliance agreed to service the product then and we had a date set for the 2nd Thur. in Dec. I was leaving the state for the holidays and provided for a house sitter. The service provider never showed. The following Friday there were 2 messages requesting a call back while I was still unavailable. Prior to leaving I purchased a new range, expecting the Frigidaire Electric Range to be repaired. Through troubleshooting the F1 error code it was determined to be the computer board and replacement membrane. I contacted Frigidaire today requesting they find a service provider or provide return authorization. I want to return the product and a full refund. Product_Or_Service: Frigidare Electric Range Order_Number: XXXXXX Account_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund Full refund for the product ITEM ID (EA ************ *** ******** MF 30" E(LECTRIC RANGE UNIT PRICE $789.99 )WARRANTY (EA WAR0DWXXXXXX XXESP 4YR RANGE $600-$749.99) AT $179.00 INCLUDING TAX OF $34.00 FOR A TOTAL OF $1002.99. Returning product to Appliance Factory Outlet 5880 W. 88th Ave. Westminster, CO XXXXX attention: Store mgr. **** ****** and Store CEO ***** ******

Business Response: Final Consumer Response /* (2000, 9, 2015/03/10) */

2/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased Samsung Dishwasher end of November 2014 from **** at store and was told it was new. Turns out is a used lemon that is very unsafe. I purchased a Samsung dishwasher model # DW80F600UTS on 11/26/14 from ******* ***** I was told it was a scratch and dent dishwasher but that it was brand new. I was also told to purchase Affresh dishwasher cleaner because there would be water in the line. Dishwasher was installed on 12/5/14. 5 weeks later in January of 2015 dishwasher just starts running on it's own and motor starts going while door is open. There is no way to turn appliance off it's just malfunctioning like crazy. I don't feel safe at all as it's a very faulty product. I called Shane at the store and told him our situation which he says he's never heard of before. My husband has taken plenty of video of this. After having gone to two other major appliance stores we've learned that there should be no water in the line when you buy a brand new product. Come to find out that I've bought a 'used' defective product and was completely lied to. It was used and it's dangerous. Shane just wants us to try and get it fixed. I'm not comfortable with that at all being that it's a used product and I was lied to. It's 100% not safe and I want a refund. With everything that I've found out about this dishwasher and how I was lied to and sold a used very defective product I just want it removed from my house and my money back. I've called the presidents line of XXX-XXX-XXXX with no response. This is a very dangerous product and I want it taken care of asap.

Desired Settlement: I want Appliance Factory Outlet to come and pick up this product and refund me for $427.33 being that they lied and sold me a used product as new when in fact it was not.

Business Response: Initial Business Response /* (1000, 9, 2015/02/06) */ Appliance Factory apologizes for not meeting the customers expectations. Manufacturer service has gone out and rectified the issue. We have been trying to contact the customer to make sure everything is functioning properly but have not received a call back. Also, we want to clarify we do not sell used appliances. The customers dishwasher is not a lemon or a used appliance. All manufacturers water test every dishwasher and washer at the factory for water integrity prior to boxing and shipping out to retailers. Dishwasher will in most cases still have this water inside. Again, we are sorry we could not meet the customers expectations and are willing to work out a resolution with the her.

2/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Bad customer service. Two missed deliveries. No return phone calls concerning deliveries or refund. Took multiple calls from me to complete order. Originally purchased a washer/dryer set from Home Depot which was on back order. Visited this store to see what they had to offer. Salesperson (******* ****** informed me that the set from HD would most likely not get delivered to me on time and that they could get me equipment faster, so I went to HD, cancelled my order and purchased the Samsung set from this store on 12/20. Delivery date was strangely set up for 12/24 which I initially thought was odd, but I went with it. Got a call later on from another person who stated that the computer incorrectly set up delivery on a holiday and wanted to move the delivery date to the following Saturday (27th) which I agreed to. Saturday came and nothing happened, no call, no delivery. I called the store and somehow my delivery wasn't even in the system anymore. So they set up a new delivery for 1/3 which I wasn't happy about, but there was no other reasonable option as I wouldn't get equipment from any other store faster and I've been without a washer/dryer since moving into the house on 12/9. I requested a reasonable refund for the mess up and the salesperson agreed but stated that no manager was on duty and my original salesperson wasn't there either so somebody would call me back, no call received. I called back on 1/2, right before the rescheduled delivery, to talk with manager *** who was now supposed to be on duty. Now apparently the computer system was down and he couldn't read the details of my order so that a proper refund could take place. I told *** to call back when the system was back up and running and we could discuss the refund details then. Equipment got delivered on 1/4 and the very edge of the delivery window. It is now 1/5. Have never received a return call from this store with an explanation or apology for the mess up or with any details of a reasonable refund for the hassle. The only call I received was to bump my delivery which then got deleted. This order went 14 days before I received anything, based on equipment that was in stock. I called back on 1/9 about the refund. *** the manager apologized and acknowledged that he forgot about my issue. He said he would process the refund which amounted to the delivery charge ($70) plus something extra, I forget the exact amount but was tired of negotiating with this company. On 1/20, still no refund. I called back yet again and *** said he had processed the refund, but strangely it never got deposited to me. So he arranged another refund and sent me a picture of the receipt. If he actually did refund my money previously then he wouldn't have been so fast to do another refund. Very shady in my opinion. Start to finish, this transaction took one full month for equipment that was in stock.

Desired Settlement: Refunded delivery charges ($70) doesn't match the hassle I went through for a washer/dryer but I merely want the complaint filed for others to see and convince them not to do business with this company.

Business Response: Initial Business Response /* (1000, 6, 2015/01/26) */ As a company we are truly sorry that we did not meet this customers expectations. We value our customers and did not reach our normal level of customer service in this case. I did follow up with the customer today to resolve the issues presented and offered the customer 10 year major component warranties on both of his piece. Hopefully we can meet your expectations in the future if given another opportunity.

1/28/2015 Problems with Product/Service | Read Complaint Details
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Complaint: WE bought a fridge here on 25 oct they did not deliver until nov3 was to deliver on oct 29. We had to call several times to get delivery. We bought the fridge cause we have to special diet children. We have 6 total 4 living at home. So we bought it on 25 of October at in late afternoon. We were told it would be delivered on 29 of oct. That day came no delivery. We called several times told we would get on 30,31,1. I hung on manager twice cause I told him no later then sat the 1st. Well on the 2nd they called us to get credit card info over phone cause they was going to refund, cause I had gave them bad reviews. We went to the store demanded a cash refund cause we used debit card a a debit. Te store could not do that we told them to call manager. They did, after some talking I told them to deliver on Mon and hung up on him. They had promised a tablet worth $240 for my troubles and withdrew that offer cause of the bad reviews which I don't agree with, even their survey girl called and asked about the delivery said oh no when we told about the times, The delivery people were great. The store manger and sales folks were horrible. The district manager was at fault for the take back. I submitted reviews to warn others of their mistakes. I wont give a good review for monetary values, that's blackmail .Now we are having trouble with ice maker not working have to call on that yet.

Desired Settlement: The tablet that was offered. Some other things to make it right service warranty we bought 2 year so a 4 year would be nice. I know I have been in sales before they dropped the ball. When talking with them on thurs I think I said upgrade the fridge or do a longer service agreement that's when they came up with tablet So for the going back on their word cause of reviews I would expect more now, We drove drove there on sun and 1 more trip to find out no tablet so we spent gas we have big suburban and our time which is valuable.

Business Response: Initial Business Response /* (1000, 9, 2014/12/02) */ Appliance Factory apologizes for the inconvenience and will be reaching out to the customer to resolve. Initial Consumer Rebuttal /* (3000, 16, 2014/12/17) */ There has been no contact from appliance factory outlet. They have not tried to reach out to me in any form,email calls or what ever. Final Consumer Response /* (4200, 25, 2015/01/09) */ I called chasen Cheek after several calls over several days finally talked to him. He could not do anything cause of his district supervisor. So case is still unresolved, and their services and products still fail normal standards. I also noticed the military line I could have got help as I am retired military. I am totally dissatisfied with Appliance factory outlet and what services the BBB had to offer Final Business Response /* (4000, 27, 2015/01/14) */ I will contact the customer again to discuss other possible resolutions. Chansen Cheek

1/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased a Seally Posturepedic mattress set that qualified for the advertised gift card. Sales rep. offered a warranty on mattresses in addition. Week after product delivery sales rep. says he made a mistake he could not givesale warranty and gift card. Now conficting resolution being offered. Salesman also beimg rude although his mistake.

Desired Settlement: Requesting original gift card and other compensation for sales person's attitude and conflicting information given.

Business Response: Initial Business Response /* (1000, 5, 2014/12/31) */ Appliance Factory Outlet apologize's for the inconvenience this has had on Ms ******. Appliance factory has taken the necessary steps to resolve the issue.

1/16/2015 Guarantee/Warranty Issues
1/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Appliance Factory Outlet did not honor their return guarantee. I purchased an LG WT1001CW 3.6 washing machine at Appliance Factory Outlet in Colorado Springs, Colorado on May 6, 2014 for $539.99. I also purchased an $89.00 extended warranty since I had never purchased a new appliance and this one had some bad reviews. I applied for their CITI 6 mo same as cash credit and was approved. I had done some research online before buying and noted the bad reviews. The salesman, Blane, assured me that they took returns. I went ahead and made the purchase based on his recommendations. On May 30th, 2014, I called the store and told Blane I was having problems with my machine and asked if anyone else was, he assured me that the machines were a best seller. They mentioned calling the warranty company, Brand Source Services, and to ask for service, he gave me a few pointers, so I tested the machine for a few more weeks. On June 17, 2014, I called and spoke with *** at Brand Source Services and asked to return the poorly working machine, he told me to call Appliance Factory Outlet. When I called Appliance Factory Outlet and spoke with Shane and asked for permission to make a return because the machine was leaving lint, soap residue, debris and pet hair all over the clothes, he said I couldn't return it. That they had fired Blane for telling customers that they could return products when that was not their policy. The only way I could return it was to get a return authorization from LG. They said to call for servicing. I called Brand Source Services again and talked with **** who scheduled servicing for June 26, 2014. The service tech came out, hooked up the machine to his computer and said that it was working to factory specs and that if we called again with another false alarm, that he would charge a trip charge. I waited a few days and then on July 1, 2014 again called Appliance Factory Outlet, I asked for the store manager, ******, he was not in, but I was assured of a return call. He did not call. On July 9, 2014, I called for the store manager again and left another message. He did not call. On July 14, 2014, I called again and left another message, this time he called me back that same day and assured me that I could not return the machine without LG's approval. He said he would talk to the LG rep on my behalf and I never heard back from him. That same day, I made my first call to LG begging for help. They asked if I had done all of the trouble shooting mentioned on their web site and by other reviewers. I told them that I had. They agreed to send out another servicing tech. The new tech from The Appliance Guy came out on July 16th and we had a repeat of the first servicing reps. apt. Although this one was nice enough to not threaten a trip charge should he need to return. Still having the same issues with the machine, I called LG again on July 25, 2014. I got Sherry, she assured me that I could not return the machine without a defect and that they would not authorize a return on a machine that was not broken. I then asked her if I could speak with a supervisor. She transferred me to Ashley. Ashley again assured me that they do not have a customer satisfaction guarantee and that the only way to return the washer was to get an LG authorization that they were not willing to give since the machine was not broken.

Desired Settlement: I would like to return the machine for a full refund. I will in turn revise my online reviews to reflect this companies willingness to honor their money back guarantee.

Business Response: Initial Business Response /* (1000, 5, 2014/11/18) */ Appliance Factory & Mattress Kingdom apologizes for this problem with there LG washer. We are partnering with the manufacturer to assist in resolving the issue for Ms. ****** and will be reaching out to her directly. Initial Consumer Rebuttal /* (3000, 12, 2015/01/02) */ I never received any correspondence from BBB regarding this claim after 11/18/14. Neither Appliance Factory Outlet not LG have made any effort to contact me directly. Final Business Response /* (4000, 14, 2015/01/05) */ If the machine is defective LG will repair it for you free of charge. You also have a 2yr ESP that you purchased that will extend the coverage for 2 years. Both Appliance Factory Outlet and LG do not have a money back guarantee for us to honor.

12/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Never mentioned a trip fee, then charged $90 to press a button. Called Brand Source to repair an oven. Had previously used them and thought it was the same issue. The phone operator looked up our history and said he would have a tech "come look at it." No mention of trip fee/service fee etc. Ended up being a tripped circuit from a self cleaning. Charged us $90 to press a button after no mention of a trip fee. Also, this is a rental unit, and phone operator was given instructions to call me before preforming work. They hit the reset button, and called a few hours later to collect payment. Have not paid as of yet, due to the unfair business practices and ridiculous charge. Not only was I not notified of trip fee, but received no call about the diagnosis or asking if I want the work preformed. Want this bill voided for bad business practices.

Desired Settlement: Brand Source offered to settle for $55 which is still unacceptable under the circumstances. No where on their website does it say there is a trip fee, and customer service on the phone makes no mention of it either. Bill has not been paid - and want it written off as bad business practices.

Business Response: Initial Business Response /* (1000, 5, 2014/12/01) */ December 1, 2014 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO XXXXX Attn : Ms. **** ******** RE: **** ***** Case# XXXXXXXX Ms. **** ********* Thank you for forwarding the letter to us from Ms. **** *****. The letter stated she was not made aware there was a trip fee and was charged $90 to press a button. I have reviewed the history of the service. Consumer requested service on her GE Walloven. Service call was scheduled for 10/29/14. The technician arrived completed his diagnosis and identified the issue as a tripped circuit in the lower oven. The circuit was reset and the unit is working to standards. Ms. **** ***** had previous service history on this unit from 11/27/2013, at which time it was discovered the broil elements were not connected, this issue was resolved , the high limit was reset and unit worked to standards. Ms. **** ***** paid $204.95 with a credit card at time of service. Service Manager spoke with Ms. **** ***** on 10/29/14, informed her we would accept a settlement of $54.95 and advise consumer **** have same issues unless her cabinetry is modified. Ms. **** ***** declined offer. I spoke with Ms. **** ***** on 11/12/14, I offered settlement amount of $54.95, she requested I call back, I was able to leave message on voicemail, consumer did not return call. I spoke with Ms. **** ***** on 12/01/14, informed her she had received service she requested, we charge for our service, the amount due is $84.95, this is the last day we would accept the settlement amount of $54.95. Ms. **** ***** declined and offered $35.00, informed her we are unable to accept that amount. We have provided the requested service for the unit. The standard charge for trip and diagnostic for all appliances in $54.95. Consumer received service in addition to the diagnostic. The unit is working to standards. At this time there is an open balance of $84.95 I apologize for any inconvenience this has caused Ms. **** *****. Brand Source Services continues to refine and update it's policies and procedures to provide the customer with above satisfactory service. Sincerely, ****** ****** Brand Source Services

12/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Store told us to bring in the appliance to exchange.Disconnected and cleaned unit - like new but store would not accept return. Purchased a Kitchen Aide dishwasher on Tuesday, Oct. 28, 2014. Told unit would be delivered Wednesday, Oct. 29. Unit was not delivered. Unit was not delivered Oct. 30. Unit was not delivered Oct. 31. Promised unit would be delivered Nov. 1. Unit was not delivered. We were leaving Nov. 1 for an extended trip and needed a dishwasher before leaving. Babysitter + kids needed dishwasher. Offered Bosch unit which we accepted. Upon return, contacted store to return Bosch dishwasher. Was not what we wanted, size was too small. Sales rep would check on return. Told us to clean out the unit and return to store. Sales rep would call on Monday to confirm. Received no phone call. Called two more times. Would not return calls. We disconnected, cleaned out and returned dishwasher to the store. Told they would not accept the return. We didn't get the unit we originally purchased. Didn't like the unit we were given. Ask to return, only to be told store would absolutely not return the unit. We want to return the dishwasher.

Desired Settlement: Price paid for unit $610.92

Business Response: Initial Business Response /* (1000, 5, 2014/12/02) */ In regards to your complaint I understand your frustration. I would like to make it clear that Mr & Mrs ******** were given the option to get the dishwasher they originally ordered. Due to I mix up in the our warehouse the original didn't make the original delivery date. A sales rep was in constant contact with Mr ******** about resolving the issue. The rep made the proper arrangements to have the dishwasher delivered ASAP at which time it was noted by Mr. ******** they were going out of town and needed a dishwasher before they left. They were offered a Bosch dishwasher at a much discounted price in order to resolve the issue. Mr. ******** accepted the offer and took delivery of the unit. At no time was there any discussion about it not being sufficient enough for their needs. After installing and using the dishwasher and returning from their trip Mr. ******** came into the store and asked about a return. He was told that we would see if there was any way to return the item, but in no way was he told a return would be done for sure. It was explained the unit was now used and there were no promises. He returned with the machine at which time he was informed that a return could not be done because they had installed and used the machine. This decision was enforced after inquiring about the issue with the district manager.

12/15/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: received damaged refrigerator, stove and dishwasher. Appliance factory will not do anything about it or return my calls On July 2, we purchased a refrigerator, stove, microwave oven and dishwasher.They were delivered on July 9. The delivery guys told us to not unwrap the items due to the heat for about 10-20 min after it was in our house. They had us sign a form.My husband asked "We are not signing that we have looked over these items as you are not allowing us to do so" and they responded "Oh, no, not at all, just that they were delivered.When we took off the plastic wrap, we found the LG Refrigerator # LFXXXXXXST had a dent, the ice maker will only fill about 1/3 of the way, the drawer inside gets off track and there were many marks and discoloration on the front of the fridge. The stove # LGE LDE3037ST was smashed underneath it so much that we cannot lower the legs to have it even with our countertop and the glass is discolored on the top part of the stove. The dishwasher had marks on the front panel that we could not clean to get rid of them. They were circular which looked like the suction cups that they use to hold paper work on them. We called Appliance factory immediately to report all these items. I was told by ****, our sales rep that they would take care of it and send someone out right away. We did not hear from anyone for a day or 2 and called them. Talked to the manager, ********, she was going to get it resolved. This went on for a month or so. She transferred to a new store. ******* took over this store. I called about once or twice every week. All I kept hearing was LG had to take care of this and not them. I called LG also at the beginning. They sent someone out and said yes these needed to be replaced, but Appl. Factory has to do it. In the mail, one day, I received a new front panel for the dishwasher, so I guess that meant we were to take care of it. After a month, my husband put it on and took the damaged one off. I kept calling and calling. No answers, I sent pictures and called, no answers. I have now been calling the headquarters. I have left about 10 messages for them. I talked to one gal, Tenisha, who was trying to get the messages to people to call me. Then last week, she told me that I was not allowed to call that number any more and to only call the hotline. I have called the hotline 3-5 times in the past week and a half and no calls. I purchased these items on an appliance factory credit card, but paid it off in full when I received the **** for it. I paid about $6000 for all the items. The stove and refrigerator were about $3400. I am asking for my money to be returned, they can have these items and let me go purchase from a company that **** have much better customer service. My invoice # is XXXXXXXXXX.

Desired Settlement: We would like the money refunded for us to be allowed to go make these purchases from another company that has a much better customer service and stand by what they say and sell. We are done with this company. We want the total refund, delivery charges included. This has been an awful experience.

Business Response: Initial Business Response /* (1000, 5, 2014/11/18) */ Appliance Factory apologizes for not meeting Mrs. *********'s expectations. LG service has not followed through with their concealed damage policies in some cases. Appliances were delivered back on July 9th 2014. We installed all appliances in the home. At time of delivery, customer signed off on our document stating everthing was delivered and installed successfully and to their expecations. We are working with LG to see if there are any resoltions that can be made. We will follow up with Mrs. ********* by the end of the week. Initial Consumer Rebuttal /* (3000, 7, 2014/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Appliance Factory - first off, did not deliver back on July 9th. They delivered them on the 9th of July. They made it sound like this was a 2nd time bringing the appliances, which is not the case. They delivered them, brought them into the entrance of our home, left all the wrapping on and asked us to not take it off for 10-20 min to let it set due to the heat outside. They left with the appliances sitting in our entrance and NEVER DID INSTALL ANY OF THE 4 APPLIANCES PURCHASED. They asked us to sign the form that shows they delivered them, but when we told them we are not signing that we have inspected them since they asked us to not take the wrapping and tape off. They replied "oh, no, this is just to confirm we delivered them. So, only at that time, did my husband agree to sign the sheet of paper. After we waited a bit, we took the wrapping off and tape and that is when we found the issues. I called Appliance Factory immediately to let them know. The sales rep, Tony, said oh, that is not good, we **** get new ones sent out to you tomorrow. That today was too late to get someone to come out. We said that was fine. We never saw anyone nor did we get a call. After a day, I called again to ask where were our replacement appliances. That is when I started hearing about getting LG involved. I have only heard from them once. They came out to look at the dishwasher and stove, but would not look at the refrigerator since it was not on their order. I had to call LG again. They scheduled someone to come out 3 weeks from the date I called them. And then they did not show up. I feel Appliance Factory should stand by their product and their company and take these items back. Not sure why I had to continue to call LG. Each time I did, they said it was Appliance Factory's job to deal with this and not me. I just want my money I spent on them and they can deal with these appliances that are not what I paid for. I received a call out of the blue a few days ago from the store we purchased them from and said the same thing they always do - " we are working on this" It has been 4/12 months of them doing this with no results. I am Done and tired of my awful looking appliances that were supposed to be brand new. It has been a terrible stressful time trying to get this resolved. Final Consumer Response /* (4200, 12, 2014/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I first have to ask if Appliance Factory has been reading my responses as they seem to keep ignoring what is really wrong and making up things as they go. Someone from LG looked at the stove and said that we definitely needed a new one that it is banged up under the stove and the feet cannot be adjusted. We have tried that already. It is totally damaged and the glass on the stove is discolored. So, the stove needs to be replaced. We are asking for our money back and you can have these appliances that you think are brand new as that is what I paid for. As far as the refrigerator, It is very much damaged. There is a dent on the side of the fridge, the ice maker has never worked properly, the drawer comes off the rollers and you have to force it shut and the marks on the fridge are not from the sunlight. It is imperfections and there are many of them. I also am asking for you to take this item back and reimburse us. I am disgusted by the remark that you made about the due to the lack of communication between LG and myself. I am the only one that has been communicating. I do not have LGs phone #, applicance factory should be making these calls and assuring something gets done and not me. When I had their number in the beginning, they told me it was your responsibility to take care of these items and not mine. I am also the only one that has to and had to keep making calls as no one from your department falls thru on anything they have said as far as calling me back and getting this taken care of. The whole process is such a mess that I am not sure how you stay in business with your lousy customer service. I ask that that you reread all my complaints to know exactly what is wrong with these appliances. I am not excepting them. You sold me defective appliances and are not honoring that. You basically have stolen from me. I have spent many hours making calls to Appl Factory with no results and no one seeming to care that you did not honor your product or makes things right with me. Once again, I want my money back, you take these appliances and I go some place else to purchase them. I do not want you to be involved as I totally do not trust this company. You are the worst. I am having family come here for the holidays and am very embarrassed with my kitchen due to these 2 appliances. I can come by the 104th location to get my check and you can send someone here to get these appliances. Then you will see what I am talking about. Please do not make up any more lies. I had contacted Appliance Factory the day they were delivered to come get these as they were damaged and your company has taken these 4 1/2 months to do nothing and not me. You need to make this right. Final Business Response /* (4000, 17, 2014/12/15) */ Appliance Factory has order a New Range from LG and will replace entire unit as soon as it arrives. We ask Ms. ********* to fully inspect the new unit before signing off everything is order and installed properly to make sure we do not have another issue. Once unit is installed to Ms. *********'s liking, Appliance Factory will consider this issues resolved.

12/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Refrigerator door was damaged on delivery. Replacement door was approved at the time of damage and was to be ordered. Door has not been received yet. On July 8, 2012 I purchased an LG 31 cubic foot French door refrigerator Model # LFX31925ST at the Appliance Factory Outlet store in Colorado Springs from Jordan Foster. It was an "out of box" model so I knew it was going to have some sort of damage on it but when it was delivered there was much more damage than I believe had been explained to me. I refused the refrigerator upon delivery as was my right as explained to me by the salesman. I then ordered a "new in box" refrigerator of the same model. When it was delivered on July 24, 2012 the right side door was damaged by the delivery personnel, Miguel and Eduardo. Miguel immediately called in the damage to the warehouse to approve the door change. It was approved on that day to order a replacement door. This is where the customer service issues began. Appliance Factory Outlet said it may take awhile to get the door from LG. They didn't specify what "awhile" meant so I gave them ample time before I called to check on it the first time in November 2012. Again they reiterated that it would take "awhile". I waited two more months. This time however I was told they couldn't find the paperwork. I provided them with a copy of the work order showing the door was approved to be reordered. Again Appliance Factory Outlet started "working" on ordering the replacement door. I waited another couple of months which is now April 2013. Once again they said they hadn't heard anything yet and would call me back after they checked on it. I just want to note that there were several times in between that I would call and leave a message for the salesman and/or manager at Appliance Factory Outlet and would not receive a return call. They chose to ignore me. Out of the blue in July 2013 I received a phone call from the warehouse stating they had my door and were coming to install it on July 13, 2013. At last, I would get my refrigerator door they promised from a year earlier!! When they arrived to install the new door, they discovered the wrong door had been ordered!!!!! So we're back to square one. Delivery called in once again stating what happened. They were supposed to have re-ordered the correct door in July 2013. Again over the last year I have been calling asking about it. I either would not receive a return call or if I did they would say that this takes time to get the door from LG. I contacted the "Presidents Hotline" to try to get some resolution. Obviously that hasn't done much either as another year as gone by and still no door. However I did receive a call from Tony after I called the Presidents Hotline but he also has been dragging his feet. I basically had to start over with him and my story. **** did call me on August 12, 2014 and said they had the door and he needed to set up a time to get it installed. I gave him the times that would be convenient for me to get that done. He said he would call me when he was able to get the delivery time nailed down and as of today August 24, 2014 I have not heard from him. I called and left a message for him on August 20, 2014 and he has not returned my call.

Desired Settlement: I would like to have the cost of the replacement door refunded to me and for 2 years of aggravation I also want the door replaced. I have been more than patient in this whole process and believe this would be an equitable settlement.

Business Response: Initial Business Response /* (1000, 8, 2014/09/15) */ We apologize for the inconvenience this has caused. I have followed up with the delivery teams and the door is available. AFO will be refunding your delivery fees along with replacing the door at no cost to you. A representative from AFO will be contacting you this week to arrange a time that best suits your schedule. Initial Consumer Rebuttal /* (3000, 10, 2014/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) AFO did finally call me to arrange for installation of my refrigerator door only after I filed my complaint to the BBB. I should not have had to go to this extent to get something that was a very straight forward taken care of. Their customer service is abominable. Two years to get this resolved is absurd. AFO's response to my complaint is a joke. They have not offered me any resolution other than what should have happened two years ago! They said they were refunding my delivery fee. What delivery fee would that be??? Surely they weren't expecting me to pay for a delivery charge to come replace the refrigerator door they damaged in the first place. Second, that said they were going to replace the door at no cost to me!! Are you kidding me!! There wasn't going to be a cost anyway because once again THEY DAMAGED THE DOOR!! Their response is a joke and a slap in the face. I will not only never shop there again but I will also spread the word to everyone I know the experience I had there. Final Business Response /* (4000, 16, 2014/11/04) */ I have called out to Mrs. ******** today and reached voicemail. I will continue to attempt to contact her to try and better understand how to come to an agreeable resolution. I can be contacted via email as well @ ************@appliancefactory.com. Final Consumer Response /* (2000, 25, 2014/12/04) */ Appliance Factory Outlet has provided me with 3 water filters for my refrigerator which will satisfy my complaint.

11/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9/18/14, I purchased a refrigerator from AFO. I was told it would be delivered in 2 to 4 weeks. It has been 9 weeks & I have no refrigerator. On September 18, 2014, I purchased a Samsung RF220NCTASR refrigerator, which included delivery, for $1592.01, from ***** Langland, the online sales manager. I received a receipt showing paid in full on that same day. I was told the refrigerator was a special order item and that it would be 2 to 4 weeks before I received it. The invoice, however, shows a delivery date of September 26, 2014. After purchasing a microwave, stove and dishwasher in the Westminster store and scheduling delivery, it was brought to my attention by two in-store representatives that my refrigerator was not on the back order report and in fact there was no purchase order for it. I followed up with ***** via email and phone, on this and he told me it would be 4 to 6 weeks (even though I was previously told 2 to 4 (which he disputed))for the refrigerator to come in and that his report showed it would be in the last week of October. I asked ***** when the refrigerator was ordered and he said September 18th. ***** also proposed two Maytag models that were smaller than my Samsung on October 2nd since it was taking so long for the Samsung. I decided to wait for the refrigerator I purchased because I was already limited on the size and wanted as much space as possible. I again followed up with ***** via email on October 23rd and he again told me it was scheduled for the last week of October. On October 28th, I called ***** to request the status as it was the last week of October and I hadn't heard anything. ***** got back with me and told me it was now 6 to 8 weeks and that it was scheduled for November 10-14th. ***** proposed an LG refrigerator instead. However, this refrigerator was too big for the opening I have in my kitchen. On November 8, 2014, I called the president's hotline at (XXX) XXX-XXXX and lodged a complaint. To date, I have not heard back from them. In addition, I called again today asking for a call back regarding my voice mail of November 8th. As of the writing of this Complaint, I have heard nothing.

Desired Settlement: Home Depot online has the very same refrigerator for sale and it can be delivered on November 24th. However, it is significantly more expensive. The price with delivery and taxes is $1881.35. Obviously, Home Depot has it in stock. I want AFO to either purchase that refrigerator for me including delivery and taxes and have it delivered ASAP or in the alternative refund my entire purchase including interest at 8% per Colorado Revised Statute 5-12-102 (2014), and give me the additional money so I can purchase the refrigerator from Home Depot directly.

Business Response: Initial Business Response /* (1000, 5, 2014/11/19) */ This customer purchased a Samsung fridge from our company on 9/18/2014. The day of the purchase I explained non stocked Samsung items will usually take anywhere from 4-8 weeks to arrive to our warehouse. Samsung has not been able to provide our company a confirmed arrival date. On October 2nd I offered the customer 2 replacement options from another brand and an option for a full refund. The customer decided to wait. On October 28th I still had no update from Samsung on the arrival so I offered the customer another model we had in stock or immediate delivery or a full refund. The customer elected to wait once again. On November 18th Samsung was still unable to provide an arrival date so I offered the customer a full refund as all of the replacement options I have recommended to speed up the delivery have been denied. Unfortunately we have no control over the manufacture to provide an accurate arrival date. Since this had been delayed so long I have offered the customer multiple replacement options to speed up the delivery time, and a full refund several times. Initial Consumer Rebuttal /* (3000, 8, 2014/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) It has now been 9 1/2 weeks since I've ordered the refrigerator I was originally told would be 2 to 4 weeks. This company has been holding $1600 of my money which could have been sitting in my savings account earning interest. At this time, I would like my money refunded with statutory interest of 8%. In addition, to address the alternative refrigerators that were offered. I have a very small kitchen and opening for a fridge. I ordered this particular refrigerator because it give me the maximum capacity for the small space I have. The first two alternatives offered were significantly smaller in capacity and the last alternative is too wide for my space. Final Business Response /* (4000, 10, 2014/11/25) */ Unfortunately we cannot refund back more than the amount paid by the customer. I have left a message with the customer to collect the credit card number so we can issue a full refund back on the purchase.

10/17/2014 Problems with Product/Service
10/13/2014 Problems with Product/Service
10/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They deceptively sold us a product. On Saturday, August 16, 2014, my husband and I went to Appliance Factory Outlet. Our sales person was named ****. After an hour or so of discussing the pros and cons about appliance brands, my husband and I made the decision to purchase a stove, over the range microwave and refrigerator from Appliance Factory Outlet. First Lie: Later that day we were told by the manager on duty that if we brought several items a bundle discount would be applied; however, the manager knowingly omitted telling us the items would be out-of-box pieces. (Several days later when I went to pay for and pick up the items I encountered several misleading moments.) Second Lie: When I asked about their return policy I was told they didn't have one. The salesperson made it clear that once I brought the items they were mine. So I asked, "What if I get the refrigerator home and discover it doesn't work?" The saleswoman assured me that Appliance Factory Outlet would send an appliance technician a.s.a.p. to repair the item(s). Third Lie: My husband and I were guaranteed on Saturday a new stove that was an out-of-box for $399. We were told that the item was in new condition (without blemishes). NOT the case! Again, when I went to pick up the appliance's I was told something different. According to a different salesperson and the manager on duty I would need to pay the sticker price of $423 to ensure I got a stove without blemishes. Fourth Lie: After I got the refrigerator and over the range microwave home, I discovered the toe-kick was missing from the refrigerator. So I returned to Appliance Factory Outlet with my husband. We asked to see the document that listed all of the damages on the out-of-box Samsung unit we brought. OMG! Our question was met with hostility! The diversion of anger kept the salesmen from getting us what we asked for and should have been given by law. Instead, we were told that Samsung refrigerators DO NOT come with toe-kicks. And if we wanted a toe-kick we needed to purchase it from their parts department the following morning. I asked why that wasn't noted on the disclosure. The salesman quickly said something like the following, "You should have notice it. It's not our job to point out missing parts." But what he failed to realize as a public retailer it is Appliance Factory Outlet's employee's job to tell the consumer about the product they are selling for their employer; as why they have a document of disclosure that should be given to me, the customer, at the time of purchase. The salesman that told us that Samsung refrigerators 'DO NOT come with toe-kicks' lied! I went to ***** and asked the necessary questions and I was told by a more reliable retail store that Samsung refrigerators DO COME with toe-kicks. Appliance Factory Outlet guarantees the consumer that they have the lowest prices. But unbeknown to the customer: APPLIANCE FACTORY OUTLET IS MAKING UP FOR THE DIFFERNCE BY REMOVING PARTS FROM UNITS AND LATER SELLING THEM BACK TO THE CONSUMER! What happened to me and my husband is an old game used by swindlers. It is unlawful to "bait and switch." And in my case of having to purchase a part that comes with/on the unit from the factory is indeed a Ponzi scheme; especially since my husband and I were told that the part is sold separately.

Desired Settlement: Conclusion: My husband and I were deceived by those that work at Appliance Factory Outlet (Thornton). There is so much wrong with the unit than what was listed on the disclosure. One of the spots they listed as a scratch appears to be a small hole that was filled with some type of filler. Something we could not detect because of the low lighting. The plate on the back of the unit was badly crushed and pushed inward. Because the unit was up against the wall we were not able to see the crush plate. And it was only when it was place on my truck bed that I detected the damage. When I made mention of the crushed plate to one of Appliance Factory Outlet employee's I was assured, again, the unit was in excellent condition and that the damage was only cosmetic. And I noticed the refrigerator did not have a toe-kick when I arrived home. I want Appliance Factory Outlet to come and retrieve the item that their employee's deceptively sold to me and my husband at their expense without delay. Afterwards, I want them to promptly give me and my husband a full refund. NOTE: The unit has not been plug in; therefore, it is not in use. It sits in my living room with all of its blemishes and parts. I want the staff that was involved in this rip-off to issue an apology to me and my husband; especially the salesman name Rodney. He publicly humiliated me and my husband for trying to resolve the issues listed above. I'm forwarding this complaint to the following companies and agencies: Samsung, Federal Trade Commission, Better Business Bureau, Colorado Attorney General, Sears, Whirlpool and Frigidaire. I think it is only right for manufactures to be informed when retail chains are deceptively selling their products. I think it's only fair for consumers to be informed that Appliance Factory Outlet is unlawful and unethical in business practice.

Business Response: Initial Business Response /* (1000, 5, 2014/08/28) */ Appliance Factory Outlet apologizes for the problems that Mr & Mrs ***** has encountered and will be reaching out to them and take the correct measures to resolve. Initial Consumer Rebuttal /* (3000, 7, 2014/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear BBB: I sincerely wished I could have selected "Yes" when it came to accepting Appliance Factory Outlet response. But their response is a generic solution that is a blanket statement that does not state when they will be "reaching out" to me and my husband. From the statement for ALL we know they could 'reach out' to us next year, and still make the claim that they tried to resolve this matter. I'm sorry! But my husband and I need a concrete date when they plan on contacting us to resolve this matter. Sincerely, ***** ***** Final Consumer Response /* (4200, 13, 2014/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They still have not contacted us concerning this matter. Because they removable parts and later tried to fraudulent sell them to us after we purchased the appliance, we would like for them to give us the items that were removed from the refrigerator or come and pick the appliance up at their expenses, and give us a full refund. Final Business Response /* (4000, 15, 2014/09/23) */ Several call attempts have been made by the store manager to the two phone numbers listed by customer throughout different times of the day. Is there possibly a different phone number to reach the ***** family?

9/29/2014 Problems with Product/Service | Read Complaint Details
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Complaint: A purchased washer that was supposed to be replaced by the manufacturer "Samsung" through the store. Over two months ago. Still no washer. Model # *** *********** Steam 3.9 F/L WASH Purchased 01/13/14. Sale Rep ****** ******* Persons spoken to at Appliance Factory Outlet,******, ****** *****, At Samsung ****** ********** *********, ******, *** and *******. All promising an exchange which I can not get. First call and transaction #XXXXXXXXXX last call and transaction # XXXXXXXXXX. The last person a ******* insisted that the warehouse was closed even though it is only 3:40 in Denver on a Thursday. hard to believe.

Desired Settlement: Just want the washer repaired or replaced supposedly there is an exchange order in place, but no washer First contact was June 27, 2014. You would think I could have a replacement by now.

Business Response: Initial Business Response /* (1000, 8, 2014/09/17) */ Customer purchased a steam washer and picked it up from the warehouse in January. It was deemed unrepairable by Samsung and customer was granted a new unit. Since the unit was originally picked up at the warehouse and we do not deliver to Gypsum where the customer resides, we told him we would be happy to replace his unit upon its return to the warehouse. We exchanged the unit for him on 9.10.14.

9/12/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: bought a fridge for $2000.00 when they delivered the fridge they did not hook up the ice maker water line. said it did not fit. still not done we bought a fridge for $2000.00 they were supposed to deliver and install it. they delivered fridge and said water line was a different size, it was not. we tried to hook it up but we are not plumbers and it leaks. they said they would send someone out to hook it up and they ended up sending the same guy that delivered it that did not want to hook it up at delivery time. he again brought no tools or supplies to run the new flex line that needs to be installed. two weeks later our ice maker is still not functioning. i have taken time off work to meet them and sometimes they don't even show up. this company is terrible. they do not have quality people delivering and installing appliances. i recommend you shop elsewhere if you actually want your new appliances to work and be installed properly. Now we will be forced to hire a plumber ourselves and have to pay for that too. OUTRAGEOUS!!

Desired Settlement: i want them to come and hook up our refrigerator as they agreed to do in the first place. Get it to where i can get ice out of the ice maker instead of having to buy bags of ice. they need to come fix what they said they would fix!

Business Response: Initial Business Response /* (1000, 5, 2014/09/10) */ We are sorry to hear that your delivery experience was less than satisfactory. We have made effort to accommodate you as a valued customer. The original purchase was made 8-29-14, repairs and issues were completed in full as of 9-9-2014. We have refunded your $70.00 delivery charges for the inconvenience. You should receive your receipt in the mail shortly. We will be using your experience as a training tool to ensure that our delivery teams are professional and courteous with our customers. Please let us know if there is anything else that we could do to better serve you. Initial Consumer Rebuttal /* (2000, 7, 2014/09/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Appliance factory outlet has infact fixed everything. they have come and hooked up the fridge and it is now working beautifully! it took some time, but the problems are all resolved. i will again consider shopping there for my appliance and mattress needs. thanks appliance factory outlet.

9/10/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Purchased a used ****** with 1 year warranty and it doesn't work. On 8/23/2014, I purchased a used ************ with a 1 year warranty. I asked multiple times if the ****** works and it gets a warranty. I was told I had to purchase the warranty and yes it works. He also stated that if in 9 months I had a problem with the ****** that I could bring back in and get instore credit for another one. That was all I was told about the warranty. I went thru the hassle of getting the ****** home took apart several things to get in my home due to the size had to take off my front door and reduce the size of my cabinet so it would fit. Did all this and plugged in and 24 hours still not cold. I called in on 8/25/14 around 10:30 and was told I had to bring the ****** back and they would find me something else. I requested that they just send someone out to fix the one I purchased and they said I couldn't do that I had to pay for someone else to come out. I called back in again and requested that this go higher to someone else that I would prefer not to have to return the ****** it was a huge hassle and we like the one we purchased we just want it to work as of now at 2:30 on 8/25/14 have not received a response. Also I told the rep that how could I trust bringing this one back to get another one back to my house and not have it work. I also left a message on their President's Line. Which I don't expect to get a response. Also, after reviewing the invoice on the back their is a Pre-owned appliance waiver. (which is not signed by me) on the front of the invoice it says I have a 30 day full warranty and I purchased 11 months extended warranty to give me the full 12 months apparently this warranty is only an instore credit warranty if I bring back the ****** per the sales rep when I called in.

Desired Settlement: I just want the ****** repaired. I would expect that when I got it home that the ****** would at least work. I have lights and water working just no cooling.

Business Response: Initial Business Response /* (1000, 5, 2014/08/28) */ August 28, 2014 Better Business Bureau Attn : ***************** RE:**************** Case #********* *******, Thank you for forwarding us the letter from Ms****************, she requesting we come to her home and repair a refrigerator that is under warranty. As of 8/28/14 Based on the terms of the used appliance warranty we are in the process of exchanging the refrigerator. We apologize for any inconvenience this has caused Ms****************. Affordable Used Appliances continues to refine and update its policies and procedures to provide the customer with above satisfactory service. Sincerely, *********** Operations Manager

9/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Company was supposed to call, but tech showed up and came in my home without my knowledge or authorization (trespass),was rude to me and my daughter. We purchased our dishwasher from Appliance Factory Outlet in June 2013 in Parker. We have a large family and use one a lot. We were told we'd need an extended warranty and that they would make sure our dishwasher met our satisfaction or would make it right. We bought the extended warranty and within 3 months had a problem - the unit was not cleaning our dishes. We called for service, GE came out and told us the unit was missing an upper spray arm and that was the problem. They were going to order one, but we never got the arm and the problem was never resolved. The dishwasher then started leaking and we called for service on Monday, 8/18. They told me we'd receive a call on 8/19 to set up a time, the call never came. I had meetings downtown and my wife was away from the home on 8/20 when my oldest daughter, who was watching my other six children, all minors, called me to say "the dishwasher repair guy is here and he's in our kitchen." Since I didn't not hear from them, I planned on following up today, 8/21 when I was home (I normally work from home) to see why they hadn't called, and now this individual, that I do not know and did not have my permission, is in my kitchen. My daughter took all of the children out of the house as this individual (****** ********* immediately said "Where are your parents?" to which my daughter replied, they are not home at the moment. He then asked "How old are you?" and she replied "I'm 18" and indicated that he rolled his eyes and said "I'm here to work on the dishwasher" to which she replied "Oh, OK" and he came in the house. Since I hadn't received a call before, I didn't mention to my daughter that the repair request was called in because I had no knowledge that he was coming when he did. Therefore, this was an inappropriate line of questioning and subsequent entry into my home. She did the right thing in getting the children out of the house with this stranger in there, and then indicated that ****** demanded payment from here before he started any work. I arrived home about 15 minutes later and confronted him, and he was very condescending and snarky towards me, indicating that none of the problems were covered under my extended warranty, that it was all wear and tear and maintenance and that I needed to pay him for the diagnostic and trip charge now. I paid him and asked him to leave, and informed him I had called his superiors to report this incident. I called the "President's hotline" and left a message, and got a call back this morning from a ******* who proceeded to become very sarcastic towards my questioning of who I could speak to higher up in the organization, by refusing to give me the president's contact information. He told me he'd have his Service Manager, ****** ****** call me. I got a call from ****** and again discussed all of the experience above. He asked what he could do and I told him I just wanted a dishwasher that worked, and what I had never was whole and that he work with Appliance Factory Outlet to get me a replacement, because this one is clearly defective. He told me he could not do that and when I asked him about his employee's trespass and attitude in my home, he said, "I'm sorry, but I can't do any more for you." So here I sit, insulted, incensed and without a working dishwasher because a technician feels that I didn't do maintenance on a substandard dishwasher that never worked right in the first place and my children were unnecessarily exposed to a potential risk that is every parent's worst fear. I only want to be treated fairly, and I don't think this company has their priorities in the right place. I have plans to go back to the store tomorrow to discuss this with the salesman and his manager, as we bought a promise that they have not delivered on. With 7 kids, life is hectic enough than to have to worry about whether my appliances have their vent holes scrubbed properly (a ridiculous expectation, but that's what I was told!)

Desired Settlement: I think the organization (Appliance Factory Outlet/Brands Source) should replace the unit I have with one that works since we have had this problem before and never received a "whole" unit to begin with. This was the promise that was made to my wife, and this is what they should deliver, regardless of any exclusionary language in a guarantee/warrantee policy, since the problem was never fixed right to begin with. I also would like to be assured that they will institute a more stringent policy to ensure their field technicians NEVER enter a premises unless they have spoken to the person who called in the service request and have a confirmed appointment, because this individual made my children very uncomfortable and that should NEVER happen in their own home. Not to mention, this is not a good representative for this company.

Business Response: Initial Business Response /* (1000, 5, 2014/08/27) */ I did speak with Mr. ***** and listened to his comments regarding this service call. We received a call to set up service and sent a technician. The inference that our technician trespassed is disconcerting. After my discussion with Mr. ***** I accessed our auto-dialing database and did confirm that the software shows that a call was placed the evening before and that the call did connect with the phone number on the service ticket. The issues identified by the technician during the diagnosis are not covered by the warranty as they are deemed to be parts that are consumable, specifically gaskets and general maintenance. I cannot speak to the events with his initial GE service call and the missing washer spray arm. I think that Mr. ***** should probably contact GE directly regarding that issue and potentially requesting some sort of concession from them for the other issues he is having. I did finish my conversation with Mr. ***** stating that I could evaluate the $200 repair quote to see if we could do any better but he stated that he was going to proceed through different channels.

9/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Downdraft blower broke within warranty period. *** refuses to fix it. The downdraft broke within 6 months of purchase. I contacted the sales rep and told him about the problem but they didn't do anything for almost 6 months. Finally after repeatedly badgering them they informed me that the unit was now out of warranty and they refused to fix the problem even though I had contacted them within the warranty period. Phone calls and emails were not returned

Desired Settlement: I have contracted another company to fix the issue since they have refused. If they contact me by ********* they still have the opportunity to fix the problem themselves. After that I **** expect a full refund of the purchase price of the unit.

Business Response: Initial Business Response /* (1000, 5, 2014/07/11) */ We sold said unit on 5/21/2013 it has a full 1yr warranty from **********. The consumer may at any time call them and set up a service call. Saying they tried for 6 months and could not get any help would be hard to believe. We would have told them to call ********** or any other service provider under the first year, The end user can call and still ask for a parts and labor concession from **********. *************** It is the consumer that refuses to contact them. We do provide service to all major brands that are under warranty and would be glad to fix said unit if the manufacture **** pay for the repair. The consumer should be directing there complaint back to the manufacture. We are only the retailer and do not provide any manufacture warranty. We do offer an extended warranty that the consumer refused at time of purchase. If the end user would like help contacting ********** please have them contact us. Initial Consumer Rebuttal /* (3000, 8, 2014/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) We did not say that we have tried to contact ********** for 6 months, we have never tried to contact ********** as we did not purchase these items from **********, we purchased them from ************************* As they indicated we purchased the appliances from *************************on *** 21, 2013 with a 1 year warranty. On May 10th, 2014 we contacted *************************indicating there was a problem with two of the units (see attached e-mail). An *************************rep responded to my e-mail and told us to contact "their" service department to get the repair done (see attached e-mail). We contacted their service department as requested and they sent out someone to service the units. He fixed one of the units (***********) but did not fix the blower and to this day the blower is still not operating properly. Since we purchased the items from *************************with a 1 year warranty and since we contacted them within the warranty period it is their responsibility (not *********** or ours) to get the repair completed as promised. Final Business Response /* (4000, 10, 2014/08/04) */ Originally the customer stated they had tried to contact us for 6 months and we did not respond. the manufacture wants us to fix the unit we would. We are not going to service a unit without getting paid. Since the consumer is not willing to contact the manufacture there is nothing our company can do for them. If you read your warranty card it states you need to contact them for service not where you bought it. Please have the person you sold the unit to contact ********** so they can get their unit fixed. Until then there is nothing we can do. Final Consumer Response /* (4200, 12, 2014/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again: We purchased the item from *************************on May 23, 2014 with a 1 year warranty from ************************* We have provided documentation showing that we contacted *************************regarding the issue with the blower and *********** on May 10th, 2014. I have also provided an e-mail showing that a representative of *************************received that e-mail and gave us a number for their service department. *************************s "service" department came out to fix *********** and claimed the blower wasn't on their paperwork. That is clearly an internal matter for them as we have documented numerous times that *************************was contacted about both units within the warranty period and so it is their issue to deal with. If they wish to contact the manufacturer they are welcome to do that however we did exactly what we were supposed to do and contacted the company we purchased the items from within their stated warranty period: ************************* Additionally *********** which they were supposed to have fixed is now doing the exact same thing it was before their service call and **** also need to be addressed again. I have been contacted by the manager of the store (finally) indicating that he is going to get everything taken care of but have not heard anything more from him. At this point both *********** and blower are not operating and the next step is************* in which case we **** seek a full refund of both units as well as all remedies allowed by law. I sincerely hope ***************************** stop trying to make up silly contradictory responses (why did they send someone out to take care of *********** if its not their problem? Let's be honest here, we all realize that this is a big paperwork mistake, either the representative I sent the information to failed to properly convey it to the service department or someone in the service department dropped the ball. Now rather then own up to their error they are simply trying to walk away from their responsiblities. Plain and simply the facts of this case are: 1. We purchased a cooktop and blower from ************************* 2. That cooktop and blower are not operating properly, 3. *************************warranties its sales for 1 year, 4. We contacted *************************within the one year period indicating both units were not working and the issue still has not been resolved. It is their problem and this situation is not simply going to go away because they try to push off responsibility to someone else. We purchased the items from *************************and they are faulty, they were notified of the faulty items and have yet to take care of it. End of story.

8/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Installer incorrectly installed valve for washer and flooded basement. Company refused to take responsibility for their faulty workmanship. My wife and I purchased a washer in Oct 2013 from Discount Appliance in Longmont. We purchased the installation option that we were offer by the salesman as part of the sale. During Christmas week of 2013, our house guest noticed that the basement carpet was completely soaked through. We called a plumber and he root-caused the damage to a cut rubber gasket in a three-way value connected to the washer. He said this was caused by the installer over-tightening the connected and cutting the gasket. During the Jan-Mar timeline Discount Appliance continued to ignore our visits and fell-through on promised phone calls and follow-up. In my opinion, it became obvious that they were trying to ignore the situation. Finally, after three months of continued complaints, Discount Appliance finally sent out an inspector to survey the damage. He promised a response in 2-days. I finally visited the store again in person after 4-weeks of no response. A couple days after my visit a salesman from the store (not the inspector or anyone authorized to resolve the situation) called and said that our claim was denied and that we could "talk with their lawyers if we had any further questions."

Desired Settlement: Replacement of damaged carpet.

Business Response: Initial Business Response /* (1000, 5, 2014/06/10) */ Appliance Factory Outlet ("AFO") pays for all damages it causes to its customer's property. In this case, there is no evidence AFO caused the alleged water damage to customer's house. AFO looked through its records. On October 18, 2013, the consumer purchased a Samsung washer from AFO; AFO delivered and installed the washer later in October 2013. Immediately after installation, the customer and AFO tested the washer for leaks or other water issues by turning on the water and running a cycle. The customer verified, in writing, that the installation was correct and there were no water leaks. As the customer states in his complaint, he did not discover any leaks until two months later, in December 2013, "During Christmas week of 2013" when a "guest noticed that the basement carpet was completely soaked through." AFO denied the customer's water damage claim because of three reasons: (1) the alleged damage is inconsistent with an installation; (2) two months passed from installation to discovery of alleged water damage, during the two months customer used the washer with no issues and without any water leaks; and (3) there is no evidence AFO caused the alleged water damage. Water leaks of any kind will either be catastrophic, meaning water bursts that is sudden and substantial, i.e., gallons of water flooding the house, or they will be slow leaks, meaning small drips of water over time. The customer does not allege a catastrophic leak. So, the focus is on a slow drip. If a slow drip did occur at the customer's house, no matter the cause, the customer carpet would gradually become wet. In the two months between AFO's installation in late October and the customer's discovery of the "soaked carpet" in late December, the customer would have discovered this slow leak, particularly because the customer was using the washer and would have walked through the basement to discover the carpet was becoming increasingly wet. For these reasons, the owner's claimed discovery of the "soaked carpet" two months after installation is impossible. Rather the damage customer claims is more consistent with a catastrophic burst that could have been caused by a frozen water pipe in customer's house, two months after AFO's install of the washer. Additionally, despite customer's claims that a repair person found the cause of the alleged leak, AFO has not does not have any such evidence and do not know the name of the alleged repair person who made this conclusion nor the repair person's company. In other words, AFO does not have any evidence that it caused the water damage customer allegedly suffered, according, AFO denied the customer's claim. Initial Consumer Rebuttal /* (3000, 7, 2014/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) AFO is incorrect and misinformed on many aspects of this complaint. 1. The name and contact information of the repair person was provided to AFO at the time of inspection. AFOs response above is incorrect. 2. The washer is located in the basement. The water damage is located in the room next to the washer room where we infrequently travel due to the size of our house. The leak could have happened much prior to the time of notification, even to the point of immediately after installation. In addition, the saturation was not visually obvious due to the white colored carpet. Only when guests were present in the basement guest room was the damage noticed. This leak was probably present for many weeks prior to notification as the carpet saturation was substantial. AFO's response above shows their lack of attention during inspection and understanding of the events as explained during their visit. This was an issue of a torn gasket that was due to negligence during installation as AFO's installers were the only ones to touch the connector. It is a reasonable expectation, when purchasing an installation, that the work be done correctly and the equipment provided will function properly. Neither expectation was met in this instance.

8/29/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: We bought a new gas range from the Aplliance Factory Outlet(AFO) store in Longmont on 11/17/2013, and also bought their delivery and installation services. Then they had the gas range delivered and installed on 11/21/2013. We haven't thought about that there was always natural gas leakage with the gas range until today(03/29/2014) because we are busy dealing with my underweight baby who is only 4 months old now. We called Xel Energy to do an inspection for gas leakage, and it turned out "there is a 100% gas found at both the inlet and outlet connectors and at both sides of the shut off valve." The inspector said it was over tighten and the guy who installed the gas range didn't check his work, otherwise, he would have seen the gas was leaking. Additionally, the installation has damage our dry wall due to the over tightening. After we got the inspection report, we called the AFO Longmont store to fix the issue immediatelly because the whole house's gas supply has been shut off due to the leakage, but their feed back is that they can't do anything until Monday! That means we have to live in an house totally without gas supply in the winter in Colorado for two days!! And we even have a 4 months old baby!!!Besides, if we haven't notice that we maybe have a gas leak, we still would exposed to the dangerous gas leak even longer which can cause an explosion later! Further more, our baby was born normally and weight 7lbs and 3ozs, but she has more and more severe reflux since the first day she got home, she is always fatigue and refuse to eat. Now her weight drop to 3% which means she is underweight and develop very slowly. We have been through several visits to Ped and Children's Hospital, tried different medicines and fomulas, but nothing improved because we all didn't know there was a natural gas poisoning in our house!!! Order_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) 1, We want the leakage fixed immediately!2, We want the higher level of AFO apologize for their poor service and the defective procedure of the installation.3, We reserve our rights to sue the AFO for the health problems develop with our families caused by the exposure to this gas leakage for more than 4 months unless the AFO would make an sincere negotiation with us about compensation. Putting our family through the miserable 4 months and also in this kind of danger is totally not acceptable!

Business Response: Initial Business Response /* (1000, 12, 2014/04/04) */ Appliance Factory Outlet has left a message for this customer as we had this fixed for them on 4/1/14 and we will speak to him and verify he is satisfied Initial Consumer Rebuttal /* (3000, 14, 2014/04/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's been 6 days and no phone call was received and the dry wall is still broken. Final Consumer Response /* (4200, 18, 2014/04/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. Appliance Factory Outlet is either denying or ignoring the fact that my dry wall behind the gas line was broken during the first installation. And they should have known that from either the installation survey sheet or this complaint. And dry wall is still broken and I demanded it to be fixed by them but I got no response from them. 2. Applicance Factory Outlet didn't do what they promised in the reply on 04/04/2014 which is to contact me and make sure I'm satisfied. 3. No compensation is given for the damage caused by this issue. Final Business Response /* (4000, 20, 2014/05/09) */ On 3/29/14 was notified by the customer they had a gas leak. On 4/1/14 apologized that the customer went through the experience detailed in his BBB complaint. On 4/1/14 we also went out to inspect and remedy the situation. Appliance Factory Outlet was unable to determine the source of the alleged gas leak but Appliance Factory Outlet was happy that the situation was corrected.

8/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Denial of rebate On 3/31/2014, we purchased a freezer from the Longmont AFO. The freezer was for our garage to be utilized for extra food storage. We were told it qualified for the $35 delivery rebate by the store manager, ***** ** who even completed the paperwork for us. The correct paperwork was mailed in and denied, stating we didn't pay for installation? It was a freezer that was dropped in the garage and plugged in? If a separate charge was required to trigger the rebate, why did the store manager tell us our purchase not only qualified, but he completed the form?

Desired Settlement: I called the store for resolution and was told a manager would call me back...this has not happened. Please send a check for the $35 rebate as agreed upon with store manager, **.

Business Response: Initial Business Response /* (1000, 5, 2014/08/22) */ AFO has a resolution to this problem and is awaiting the customer to return our call to resolve this matter in full. Initial Consumer Rebuttal /* (2000, 7, 2014/08/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Manager called to resolve problem, I just need to return his call. Thanks

8/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Appliances delivery reschuled by store and/or salesman while not contacting customer to advise of change. And,warranty paperwork not sent to customers Purhased all kitchen appliances from store. Half delivered and the remainder has been rescheduled a few times. Last time rescheduled salesman ***** ******* did not contact customers to advise of delivery change. Customer took day off from work to receive appliances, while appliances were a no show. Also purchased warranty on all appliances, still have not received any of the warranty paperwork via mail as stated by salesman - need warranty as one of the appliances delivered is already defective. This has been a very disruptive service, would not recommend purchasing from store or salesman. Store manager on his day off, no other employee in charge during manager's day off. Terrible customer service - better off purchasing from stores with high quality customer service.

Desired Settlement: Customers have taken time off from work either to attend to no show items or brand new appliance repair, not to mention the time spent on the phone trying to resolve all of these issues. We want appliances delivered and installed, better customer service. Salesman not deserving of purchase.

Business Response: Initial Business Response /* (1000, 5, 2014/07/10) */ With regard to the delivery and the communication of the delivery dates: After investigation it was noted that the Sales Associate contacted the client twice on two different occasions and left voice mails stating that the deliveries would be moved out. This was disputed my Mr *******. However it was still addressed with the Sales associate as unacceptable and that more effort should have been made to contact the clients. This **** result in loss of commission. With regard to the Microwave this **** be delivered and installed on the 07/11/14.The only outstanding appliance is dishwasher, we are waiting on the manufacturers delivery which was moved out. This has been placed on an ETA of 8/04/2014. This is out of the retailers control as we rely on the importer. It has been noted that Appliance Factory Outlet is trying to expedite the delivery of these units.A concession has been offered to try and make good on wasted time. Initial Consumer Rebuttal /* (3000, 7, 2014/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sales associate did not inform customers of the last appliance delivery date change. Finally resolved this delivery issue once manager was involved and BBB complaint was filed. However, one major outstanding issue persists - brand new refrigerator purchased at the store still not functioning at safe temperatures -3rd party service has attempted to repair multiple times, going on 3rd try at this point. Advised sales manager of refrigerator issue his reply basically was to contact service. This is unacceptable for a brand new refrigerator to be repaired 3 times and store sales manager to ignore the issue. Store should be replacing this refrigerator as it was notified of the issue within a few days post delivery. Final Business Response /* (4000, 10, 2014/08/07) */ It is unacceptable for the brand new fridge to not work properly. The responsibility to fix it lies with the manufacturer as we do not actually make the units. If the customer would like to contact me at the store I would be more then happy to contact the manufacturer and lobby on her behalf. If the manufacturer can not fix the unit then they can approve a return and we can get the customer into a new unit on that approval. Again, if the customer would like to contact me at the store I would really like the opportunity to solve this issue.

8/20/2014 Problems with Product/Service | Read Complaint Details
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Complaint: On April 12, 2014, we were sold the floor model*************************************** Motion Perfect adjustable base. The purchase of the floor model was entirely based upon the statements made by the sales person,*************, as to the 25-year warranty also applying to the floor model. At the time of purchase, we received no warranty on the mattress or adjustable base. Only when the second (replacement) base was delivered on the 18th did I receive any warranty information and it was for a completely different base model, not the one purchased or delivered. When pursuing a warranty claim with the manufacturer on May 12, 2014, I was informed floor models only have a very limited one-year warranty. I promptly called the store and through a series of calls back and forth, I explained to both the salesperson and the store manager that I would have never bought the bed set without the full warranty. I told them I want them to pick up the bed and dryer, which we also bought the same day, and we want a full refund. The final response received was from the salesperson,******* replying that someone named***** would be looking into the warranty. I explained that is not what I wanted done. ***** promised a follow-up call as soon as he knew what was happening. No response. On May 15, I went to the store for a response. Neither **** nor ***** were there. I did take video of the promotional sale for the clearance on all floor models. On many of the beds are signs for the clearance on the floor models, several beds have another sign on them advertising a 20-year and 25-year warranty. There is an advertisement providing for a 120-day satisfaction guarantee. After leaving the store, I left a voicemail for******** the store's regional manager, as I dealt with him for other issues involving replacing the first base that was delivered and then trying to get a remote control since it was not packed with the base (the one I finally got was dirty and broken). Still no response. Product_Or_Service:******************** Account_Number: ********************

Desired Settlement: DesiredSettlementID: Refund I want ***************** to pick up their products (the mattress, adjustable base, and dryer) and issue a refund.

Business Response: Initial Business Response /* (1000, 5, 2014/05/22) */ ************************ responded to ********* within 24 hours of her compliant. The company then tried to work with ********** and gave her options within our policy to correct the issues in hand. Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal /* (3000, 7, 2014/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company's response is a************. Although the salesperson and store manager promised to follow up after I notified them that the 25-year warranty we were assured applied did not in-fact apply to the floor model we were induced to buy based upon such assurances, the business has not responded in any way after the initial phone calls to the store manager, salesperson, and regional store manager contacted through the " president's" hotline. Also there is no return policy or procedure on the receipt nor was there any return information provided by the salesperson or store manager. Final Consumer Response /* (4200, 14, 2014/07/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not nor have I been out of the country. Instead, I have been waiting for a response from the company ever since I posted my last reply to the BBB website. In fact, I contacted the BBB caseworker on June 26th, to find out what happens next since the company failed to timely reply to my response. Only then did the company reach out to me. I returned the company's call and reached a resolution whereby the company agreed to pick up all of their products and issue a refund. However, the company has not followed up to pick up their products or issue a refund. ************ said their delivery company would call me on July 1st, but I have heard nothing from either the delivery company nor the store. I have called the store and neither were working today, July 2nd. I am irritated that the company continues to not follow through with their agreements and has provided yet another false assertion. Complaint Response Date bumped because: Holiday Final Business Response /* (4000, 16, 2014/08/05) */ On 5/22/14 ************************ repsonded to ********** and provided options within policy to rectify the issue in hand.************************* has attempted to call ********** but has been unsuccsessful in getting in contact with the consumer.

8/11/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Was sold broken washing machine. Store refused to accept return. Machine purchased 6/19/14 Problem noticed on 6/20/14 Model number MVWX550XW Invoice number XXXXXXXXXX Salesperson ******* Payment Sears credit card Was sold broken Maytag washing machine. Delivery men did not hook up machine to assure it was functioning correctly. The next day when I tried use the machine I realized it turned on but could not do anything else. Called the store back and they said it was not their problem and to call the repair company Brand source. Upon further inspection of the machine it appears the serial number sticker was switched with the serial number sticker from another machine. The serial sticker is scraped around edges and peeling up. Not normal for a machine that is supposed to be new. The repair guy came out and told me the lid latch was broken and the circuit board was completely fried. Also there was smoke damage around the circuit board. The machine is filthy and has pieces of broken glass and plastic on the inside. The store refuses to take the faulty machine back and give a refund. The machine is unacceptable. I don't want a partially fixed machine.

Desired Settlement: I want a full refund for the cost of the washing machine. They also need to come pick up the faulty machine from my house.

Business Response: Initial Business Response /* (1000, 6, 2014/07/28) */ It was that determined that this unit was broken upon deleivery. A new unit is being deleiverd to the Ms ***** this Friday.

8/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Jenn Air gas cooktop was installed for natural gas instead of propane. We purchased a Jenn Air gas cooktop, model #JGC1430ADS gas cooktop on 9/11/2013 and were assured that this was propane adaptable, no problem. I think ***** was the sales person and the order # is XXXXXXXXXX and it was paid for by credit card.. Brand Source installed the cooktop in March for natural gas, even though the builder told them that we have only propane, they parked next to the propane tank, etc. The cooktop didn't work well, but it took us awhile to realize that since we haven't ever had propane before. When I called the store about 3 weeks ago, they said it wasn't their responsibility and to call Jenn Air. I did and they couldn't believe this story - they immediately looked us up on Google Earth and knew that we couldn't have had natural gas. They investigated further and were told that Brand Source wasn't even licensed to install for propane. So, Appliance Factory Outlet mis-represented this product to us and now we have an unsafe installation. Jenn Air sent us the propane conversion kit and gave us the name of an installer in Ft Collins that can switch our cooktop from natural gas to propane, but the estimate is $300-400. We have already paid $120 for the installation to Brand Source. I have called the Mgr, **** twice, and he told me he would call our builder and figure this situation out, but I haven't heard back from him, nor has he called our builder.

Desired Settlement: I am requesting not only the $120 we paid the installer for Appliance Factory Outlet, Brand Source, but also the $400 it will now cost us to get it properly and safely converted. If they had told us when we were purchasing our appliances for our new home, we probably would have purchased an electric cooktop.

Business Response: Initial Business Response /* (1000, 5, 2014/07/29) */ I did spoked with her last thursday and at the same time trying to call her builder but the phone kept ring no resopnded fro the builder to verify this issue ? we will keep attemp to contact him fro more information about this issue so we can agree on the price?

8/2/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Worst customer service I have ever experienced. Nobody cares, nobody knows what's going on, and it's nobody's fault. I bought a refrigerator on a Wednesday, they couldn't deliver it so I rented a truck from home depot, went and picked it up, installed it and the next day it still wasn't cooling. I called the salesman and told him. Several hours passed with no call back so I called him and he said he's looking into it. When I asked him how in the world this happens, he replied with "these things happen". Several more hours passed before he called back at which time he said I'm all set to go. Come to find out the fridge wasn't going to be delivered that day bit the next and he wanted to charge me for the delivery. He then said someone would call me with a delivery window for the next day. 10am rolls around the next day, no call. I Call THE Salesman 3 times, No Return Call So 8 Call THE Store And Ask For A Manager. I explain the situation and he says "it's okay, I'm used to dealing with people like you". Says he will call me back. 2 hours pass, no call so I call him and he tells me they forgot to put my fridge on the truck. No sorry, no we will pay for the delivery, nothing. Again says he will call me back. A couple more hours pass, I have to call back and talk to another manager who finally says we will get it taken care of. Delivery guy calls me, says we will be there in 30 minutes so I leave my son's baseball game to meet them. 1 hour layer, nobody there. I call the delivery guy and he says his driver isn't there and he has no idea when he will be back. I'm still waiting for my fridge while I make this complaint.

Desired Settlement: Some kind of discount for my troubles

Business Response: Initial Business Response /* (1000, 5, 2014/06/17) */ June 17, 2014 Better Business Bureau Attn : Ms ******* ****** RE: ***** ******, Case #XXXXXXXX Ms. ******* Thank you for forwarding us the letter from Mr. ***** ******, he is requesting a discount for the trouble he had with his delivery of a used appliance. As of 6/17/14 Mr ****** has received his appliances (which was delivered on 6/14/14). We've mailed Mr. ****** a gift card for his troubles. We apologize for any inconvenience this has caused Mr. ******. Appliance Factory Outlet continues to refine and update its policies and procedures to provide the customer with above satisfactory service. Sincerely, **** ****** Operations Manager Initial Consumer Rebuttal /* (3000, 7, 2014/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I might accept this response but I need to know what and how much the gift card is for? Final Business Response /* (4000, 9, 2014/06/26) */ We apologize again for the inconvenience this has caused Mr. ******. We've issued a $50 dollar Appliance Factory Gift Card. We look forward to doing business with Mr. ****** again and the opportunity to show the great server we're capable of providing. **** ****** Operations ManagerFinal Consumer Response /* (4200, 11, 2014/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Though $50 doesn't even come close to covering the inconvenience I experienced, I will accept this once the gift card shows up. Just like the fridge, I doubt it will. Complaint Response Date bumped because: Holiday

8/1/2014 Problems with Product/Service | Read Complaint Details
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Complaint: We had the refigerator repair person come to our home to look at our freezer because I told them that the ice maker was not working nor was our dispenser in our door. The repair man came out at 3pm on 7/28 and cleaned our freezer and told us it would cost 300.00 to repair the door dispenser we choose not to have him do this work. We paid for the service call and the work he did with a credit card. We woke up on 7/29 to find our freezer not working at all. We called Brand Source back and they informed us that they would not send anyone out until two days later because they do not think they have to do that work. This came directly from a manager he told me I broke my freezer not his repair person and I would have to wait because it was problem. Product_Or_Service: Repair

Desired Settlement: DesiredSettlementID: Refund I would like my money back as they did not comply the with the satisfaction guarentee they have and want a mark on the BBB website for this matter so that others do not get treated the same way as me.

Business Response: Initial Business Response /* (1000, 5, 2014/07/30) */ July 30, 2014 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO XXXXX Attn : Ms. Heather Vicars RE: ******** Case# ********* Ms. *************** Thank you for forwarding the letter to us from Ms. **** ***. The letter stated she has received service, the unit stopped working and requested and refund in the amount of $54.95. I have reviewed the history of the service. Consumer requested service on her GE Refrigerator. Service call was scheduled for 07/28/14. The technician arrived completed his diagnosis and identified two issues. The first issue involved dirty coils, coils were covered with pet hair and debris. Ms. ***'s husband was present with the technician, informed the technician he would clean the coils himself and began to use a vacuum to clean the coils. The technician informed Ms. ***'s husband that it would require more cleaning than what the vacuum was accomplishing at which point Ms. ***'s husband informed the technician he had a compressor in the garage he could use. The second issue involved a non-performing PCB board. The technician provided an estimate of $350.00 to complete the repairs. The consumer denied service. Unit was operating when technician had departed. I spoke with Ms.**** on 07/29/14, I informed her that I did not have availability on 07/29/14 and provided the next available service date for her. We are unable to verify the work done on the unit by Ms. ***'s husband. We have provided a diagnostic for the unit. The standard charge for trip and diagnostic for all appliances in $54.95. We **** not be providing a refund, the consumer was provided the requested service. I apologize for any inconvenience this has caused Ms. **** ***. Brand Source Services continues to refine and update it's policies and procedures to provide the customer with above satisfactory service. Sincerely, ****** ****** Brand Source Services Initial Consumer Rebuttal /* (3000, 7, 2014/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not stand behind the guarantee. Service person asked my husband to help, so my husband does and therefore you get away with no work. You are a fraud.

7/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company has not issued credit to credit card company. Cancelled order placed on internet within on hour of placing order on 5/26/2014. Received e-mail with credit momo number. Credit never issued to credit card company. I have sent multiple e-mails to company and made to phone calls to customer service and was told I would be contacted to resolve credit issue. I never received a phone call.

Desired Settlement: Credit to credit card in amount of $899.99. In meantime I will dispute charge with my credit card provider.

Business Response: Initial Business Response /* (1000, 8, 2014/06/30) */ Brand Source and Appliance Factory Outlet apologizes for all of the issues Mr.******** has been having. We tried to contact Mr.******** on 6-13 when his complaint first came in so we could get more information to help him out. We have not received a return phone call. Please contact me and we can see what we can do to rectify the situation. Thank you! **************** ************

6/30/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: The washer dryer combination has not worked right since it was installed, and has been broken for over 6 weeks. This time the problem just multiplied. The appliance a ** stackable washer dryer ITEM # ************, was purchased 11/15/12, and it has been a lemon from the start. The washer will just stop several times during a wash load, and you have to manually go restart the washer. Then in January 2014 a tension spring that keeps the tub on track when it is spinning broke, and we had to wait for parts. It was fixed and it still stops every so often on its own accord, and you have to go restart the machine, or it will just sit still and do nothing until you push the button. Then on March 21, 2014 it broke again the repair man came on March 29th but he could not fix the washer he would have to order parts a lid switch, a lid lock, tension springs and a tub. I have called them once a week or more and still it is April 29th and the washer is still not fixed. The last time I called 4/28, I was told after several phone calls to the company and the Presidents hot line, and **. that a tub had to be made and it was not done yet! How long does it take to make a washer tub, when have of the machine is plastic? The connections for the tension springs are plastic. I have 3 teenage grandchildren and we do at least 15 loads of wash a week, do you know how much that is at the laundry mat?

Desired Settlement: I want a new stackable washer, dryer, and reimbursement for the weeks that I have had to use the laundry mat to do my laundry. $ **** at least.

Business Response: Initial Business Response /* (1000, 11, 2014/06/13) */ June 13, 2014 Denver/Boulder Better Business Bureau ******************** **************** Attn : Ms. *************** RE: *************** Case# ******** Ms. **************, Thank you for forwardin* the letter to us from Ms. ***************. The letter stated she has received service but the unit remained unrepaired. Ms. ***************'s unit required several parts, she was provided a loaner until her unit was able to be repaired. Her unit has been repaired and is presently workin*. We continue to improve our procedures and process' to help ensure our customers received the best service available. Sincerely, ****** ****** Brand Source Services Initial Consumer Rebuttal /* (3000, 13, 2014/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Brand source, took my unit to the warehouse to repair it. So I waited from March 29th to June 7th to *et my washer fixed. They brou*ht me a loaner around the 23 of May. But the dryer on that unit quit workin* after the 2nd load of clothes. So I would not recommend Appliance Outlet or Brand Source to anyone that I know. Final Business Response /* (4000, 15, 2014/06/27) */ June 27, 2014 Denver/Boulder Better Business Bureau ******************** **************** Attn : Ms.************** RE: *************** Case# ******** Ms.***** *******, Thank you for forwardin* the rebuttal letter to us from Ms. ***************. Your reference stated she did not accept our response. Ms. ***************'s unit was repaired, returned, delivered and installed in her home. We have not had any communication from Ms. ******** indicatin* the unit is not workin*. If the unit is not workin* she can contact her warranty company at ************. We apolo*ized for issue. Sincerely, ****** ****** Brand Source Services

6/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Poor repair resulted in damage. On the first visit the repairman diagnosed the problem as the water valve, and charged $*** and ordered the water valve. The only problem with the refrigerator at that point was the water dispenser. No other problems, no leaks, and the ice maker and ice dispenser worked great. Second visit the repairman decided the water valve was not the problem and replaced tubing in the freezer door that was clogged with a pea size ice cube. He said I would be reimbursed $** for the water valve part that was not needed. Initially the repair worked. Unknown to me a couple days later the newly installed tubing slipped back into the encased dispenser/freezer door. When I used the water dispenser, water spilled out of all areas around the square dispenser. Concerned I locked the water dispenser and called the company, who said they would send the same repairman. I was auto-called with a Tuesday appointment that conflicted with a doctor's visit. Later that evening the ice maker would not stop spitting ice out and the lock light started blinking, I turned off the ice maker inside the freezer and removed all ice. The motherboard controlling the dispenser was acting fried, probably because water from the improperly installed tube leaked all over it. I would like BrandSource to make this right and schedule me for an appointment that I am able to be home for. I have left a message for them at their Presidents line.

Desired Settlement: I would like BrandSource to repair the dispenser and any damage to the refrigerator caused from the water that flowed from the improperly installed tubing at no additional cost. I would like to reimbursed for the $** for the water valve not used. I would like an appointment made that can work with my schedule. First thing in the morning (8-9) would be great June 11-13 and/or June 16-20. I imagine repairing it will involve two visits due to ordering parts. Thank you.

Business Response: Initial Business Response /* (1000, 8, 2014/06/13) */ June 13, 2014 Denver/Boulder Better Business Bureau ******************** **************** Attn : Ms. *************** RE: *****************, Case# ******** Ms. **************, Thank you for forwarding the letter to us from Ms. *****************. The letter stated she has received service but the unit remained unrepaired and she was due a refund in the amount of $*****. I have reviewed Ms. *******'s service history, at present her unit has not been repaired. We have scheduled a service technician that is convenient for her time schedule. The request for the refund is currently being processed for $*****. We continue to improve our procedures and process' to help ensure our customers received the best service available. At this time the repair has not been resolved and we are working with the consumer to complete. Sincerely, ************* Brand Source Services

6/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Company is refusing to refund our money for an oven that is emitting high levels of carbon monoxide. My wife and I purchased a new set of kitchen appliances. Ever since the oven was delivered, we believed something was wrong with it as it had a very strong odor when the oven was used. Brand Source sent out their technician who did nothing. He didn't even pull the oven out. He stated it was working properly and the smell was normal. We were then directed to contact LG who sent a tech out. He actually did look at a couple of things but also determined there were no issues. Xcel Energy was kind enough to send someone out to check for gas leaks. While there he checked the oven for carbon monoxide and found it to be 2000 ppm. Way above a safe limit. His gauge only went to 2000 so it's possible the actual level was even higher. He immediately tagged the oven and shut off the gas to it. At this point we contacted LG again who proceeded to tell us that those levels were normal. The Xcel Energy guy got on the phone with them to correct them and they tried to get him to check various components of the oven. Yeah right, not his job, sorry. LG ended the call by saying they would send out another technician to look at it. He never showed. Instead we got an automated message trying to confirm an appointment for the next day. This is when we contacted Appliance Factory Outlet to request a refund. We have been given the usual run around and they are not wanting to refund our money. I'm sorry but we're not comfortable having an appliance in our house that's poisoning our whole family. Carbon monoxide is not something to be taken lightly. Purchase Date: 4/12/14 Delivery Date: 5/5/14 Invoice Number: 7000147080 Manufacturer: LG Model Number: LDG3036ST/01 Sales Rep: Mary Purchase Amt: 1599.99 + taxes, etc Payment Method: Visa

Desired Settlement: We will settle for nothing less than a full refund at this point.

Business Response: Initial Business Response /* (1000, 8, 2014/06/10) */ Upon Mr. ****** contacting AFO's corp office, AFO and Mr. ****** resolved this problem. Once he explained his situation the company refunded his money in full and picked up the broken unit.

6/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A Brand Source installer left my dish washer water supply line open and leaking. The leaking water caused damage. I was billed by my HOA for $******. I purchased a dishwasher and other appliances from Appliance Factory which uses Brand Source for delivery and installation. The purchases were made on March 3, 2014 and delivery and installation was set for March 12, 2014. The Brand Source technician delivered and installed the appliances but was unable to install the dishwasher due to a missing strip of wood to secure the top of the dishwasher. The Brand Source technician left the hot water dishwasher supply line unattached and leaking. The water caused damage to the car port ceiling below the kitchen of my unit. The HOA was forced to call in help to mitigate the problem. I was billed $****** which I had to pay to avoid the sale of my unit being stopped. Since the incident Brand Source representatives have told me repeatedly that they were at fault and that they would make restitution. Since then, I have called at least twice a week to ask for a status update and have not received one call back.

Desired Settlement: $251.60

Business Response: Initial Business Response /* (1000, 5, 2014/06/13) */ I aplologize on for the inconvience and frustration this has caused you. In this situtation the vavle was turned off and the vavle failed. The was part of the home owners plumbing and was not installed by brand source. Brand Source does not take responsibilty for the homeowners plumbing. We are qualified to replace vavles and or fix plumbing when it is needed. To replace shut off vavles we charge $*****. And we would have replace the valve if we were called to do so. In this situaion we were not notified about the problem in tell after the valave had been replace by another company. This company charge $****** service call and $****** in parts and labor to replace the valve. Since the valve was part of the home owners plumbing and Brand source doe not take responsiibly for homeowner plubing we are not liable for the repirs the home owner had done. In an effort to create a win win for the customer and brand source we are willing to split the differnce and offer to pay the the emergency service call of $******. Initial Consumer Rebuttal /* (3000, 7, 2014/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The valve was fine, it was left exposed and not shut off by the Brand Source technician. If the technician had reattached the dishwasher line that he disconnected, this problem would not have happened. If the Brand Source technician had not left the line dripping the problem would not have happened. I am at a loss to figure out as to why Brand Source would think this was my fault. The valve is still in use and works fine. If Brand Source thinks the technician acted responsibly and is not to blame,I do not know how to respond. Leaving a dripping water line unattached is very irresponsible and it resulted in damage to the property. A brand source technician caused the problem. Brand Source's refusal to take responsibility for the technician's actions is disappointing and will result in a lawsuit. I will also be in contact with Appliance Factory Outlet to discuss with them their relationship with Brand Source. Final Business Response /* (4000, 13, 2014/06/20) */ Brandsource stands by its earlier response; Brandsource did not cause the water damage, the customer's broken water valve caused the damage -- this is shown by the customer's own HOA repair invoice which states the plumber fixed a "broken valve." Final Consumer Response /* (4200, 11, 2014/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would ask Brand Source if it is their policy to leave a dishwasher water line disconnected when leaving a job. Leaving a water line to a dishwasher disconnected is irresponsible. Leaving a dripping water line disconnected is worse. That is the bottom line.The Brand Source technician left an exposed water line that dripped and caused damage. I am at a loss as to why Brand Source is denying culpability. How could Brand Source have a conversation with me? They never returned my phone calls. The valve was never replaced. The valve is still in use and does not leak. Even if the valve were faulty, the Brand Source technician left an exposed water line. That is irresponsible. The Brand Source technician informed me that he could not install the dishwasher because the wood strip on the granite that would hold the dishwasher in place was not there. I told the Brand Source technician that my tenant would need to use the old dishwasher. I had no idea that the Brand Source technician disconnected the water line and did not turn the valve all the way to the closed position. If he had informed me of his decision to leave the water line disconnected, I would have reconnected it myself. I would never leave a water line disconnected, that would be irresponsible. Again, if the Brand Source technician had reconnected the water line, there would have been no leak. The valve is irrelevant and the valve itself did not and still does not leak. The leak happened because the Brand Source technician left a dripping water line exposed and disconnected. Reconnecting the water line would have meant no leak and this would have never happened. It was irresponsible of the Brand Source technician to leave a water line exposed. I am not sure how it is my fault the Brand Source technician left a dripping water line disconnected. If the technician knew the valve was faulty, why did he leave the line disconnected? That seems to be irresponsible. This leak happened because the Brand Source technician did not reconnect a water line that he disconnected. Offering me half of the bill when Brand Source is at fault is not acceptable at all. If we can not resolve this here, it will be resolved in small claims court.

6/16/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Latent defect in a new ** Washer that was purchased on April 3, 2014, installed on April 9, 2014, and has never properly worked. ******, that the manager of Appliance Factory Outlet on Garden of the Gods in ******** Springs, has attempted to obtain resolution through **, no one appears to have the authority or desire to resolve this situation. This situation started in early April 2014 and has yet to be resolved. This high-end ** washing machine has not worked since it was delivered. We have had six (6) service calls on this machine and have yet to have correct operational performance. There are parts that have been sitting here for almost two weeks that the technician had delivered, but no one has ever shown up to install. I was told by the last repair person that he had broken something else on top of the original problem and that it should be replaced due to all the problems that they couldn't seem to fix. He originally told me that this machine had a latent defect that was corrected on the assembly line and he wasn't sure how I got one that hadn't been fixed. I have been trying to get my ** Customer Relations representative to call us back and give us the Return Authorization (RA) number that the regional ** Customer Service representative confirmed had been issued. However, when I talked with the ** Customer Representative on Tuesday, June 3rd, she said that she was only willing to replace the washer, but could not guarantee that the replacement washer would not have the same latent defect. My wife told her that her solution is not acceptable and that we did not want another ** washer, but instead, we wanted the washer/dryer pair returned. However, the ** SR said that they wouldn't authorize that. The ** SR has not returned our calls since. Appliance Factory Outlet has stated that they never received the RA number and that there is nothing he can do for us until he receives the ** RA. He also informed me that he too could not guarantee that a replacement washer would not have the same latent defect. My wife spoke with a representative of Brand Source (the parent company of Appliance Factory Outlet) last Thursday, June 5th, who informed us that he and his supervisor were issuing an authorization to have the units picked up and returned, as well as they would turn that authorization over to the ** Dispute Department who would be contacting us last Friday, June 6, 2014, to make the arrangements. We never received a phone call, but today, June 9th, we received a letter telling us that they could not proceed without our "Return Credit Receipt". When we called Brand Source back today, June 9, 2014, my wife spoke with a representative in the Brand Source Dispute Department, who stated a credit authorization had been sent to them, but that they (Brand Source) didn't have authorization to pick the units up. Brand Source said they can only help me if Appliance Factory Outlet picks up the set and issues a Return Credit Receipt. We are obviously in a cycle where we can't seem to get any resolution because no one wants to take responsibility for resolution on this ** Washer problem. We have been without a properly working washer for over two months now, and this is ridiculous.

Desired Settlement: We are completely dissatisfied with the ** washer, as well as the ** corporate attitude to have this matter resolved. We want the ** washer and dryer combination returned, we want to be fully refunded, and we will never buy another ** product again. We were talked into buying the ** washer/dryer combination instead of what we were originally looking to buy. We completely regret the ** purchase.

Business Response: Initial Business Response /* (1000, 5, 2014/06/11) */ AFO is working with the manufacture (GE) and the customer to get a resolution for this consumer. We will be insuring that an acceptable resolution takes place in respect to this incident. Initial Consumer Rebuttal /* (2000, 7, 2014/06/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) However, as the matter has not yet been resolved, the incident compliant should remain open. My wife spoke with the GM of AFO on June 11, 2014, and the GM stated that he is actively working on having both the washer and dryer returned to GE, as well as call my wife back on Thursday, June 12, 2014, which he did not. We have not yet been contacted with any confirmation or return action by AFO or GE. In addition, no credit to our AFO account has been made as of today, June 13, 2014. Therefore, this incident remains in a "Pending Final Closure" status. We are still without an operating washer; however, we have the Maytag washer and dryer units in the garage, which were replaced by the GE washer and dryer. We need to have the Maytag units re-installed in the Laundry Room so that we can at least wash our clothes while this situation of returning the GE washer and dryer units is being resolved. I cannot physically move the units as I am **, and a 100% service-connected disabled Vietnam Veteran. It is imperative that we have expedited progress in this matter of the GE washer and dryer return, as well as the re-installation of the Maytag washer and dryer from our garage. The re-installation of the Maytag units will at least provide us a short-term solution for washing our clothes.

5/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Delivery of services discussed never happened. No follow up when issue was brought to managers attention I purchased a complete set of new kitchen appliances on March 1,2014. I had requested that my overhead mounted microwave be vented to the outside. When the tech arrived from One Brand Source, he had no information regarding this install. When he contacted his manager ********, he proceeded to blame the Parker store/salesperson for not delivering the information. Upon follow up with ******* at the Parker store, who assured me the request for a vent was given to One Brand Source, ******** discovered he had the information but had skipped over it. His solution was to have the company come and install the vent on March 17, sight unseen and with no quote. But without a quote, I had no idea how much it would cost me to see if it fit within my budget. He also informed the tech I would be charged a removal/re-install fee for the microwave; which I just paid to have done on March 14. I declined. A follow up phone call came to see how the install went from One Brand Source. I explained the situation to the woman. She apologized and said this was serious and she would have ******** call me the next day. A week went by and ********* never reached out to me. I called ****, the manager at the Parker store, and explained the situation to him. He never apologized and said he was "going to give ********* a piece of his mind". **** has yet to follow up with me explaining what might have gone wrong or to maybe offer a resolution or compromise. Also, the tech who installed my dishwasher from One Brand Source, informed me upon completion that the diswasher was not going to be flush with the lower cabinets due to the construction of the home. Having very little knowledge of this, I believed him and signed off on the work. Last week, I was reading my dishwasher manuel about installation, went over to the dishwasher and gently pushed it in further. I heard two "clicks" and now the diswasher is flush with the lower cabinets and works/looks great. I also got charged for that install, which apparently was never completed properly. In my opinion, I felt that once the Parker location captured my thousands of dollars, they could care less that I was unhappy or that services to be provided were never followed through with. Having reached out to both One Brand Source and the Parker store multiple times, there has been no closure.

Desired Settlement: I feel that I should be reimbursed some or all of the install fees One Brand Source charged me. Being a professional chef, it was extremely important for me to have a vent to the outside to keep grease and debris from building up on my cabinets. I was very much looking forward to having this feature. I feel that One Brand Source should offer installation of said vent either free of charge or, at the very least, at a discounted rate.

Business Response: Initial Business Response /* (1000, 5, 2014/04/22) */ Appliance Factory Outlet and Brand Source apologize for any miscommunications between Mr. ******* and us. The original install was set up for a simple microwave install where microwave would be set to vent out of the home. The confusion was Mr. ******* needed a custom hole cut out in a wall to create outside ventilation. On delivery standard install realized the needs of Mr. ******* and that a custom install team must be sent out to quote and install a vent system through a wall. Brand Source is offering to give a free quote ($50 value) and not charge an additional $100 (Normal fee for standard microwave install) for the reinstall of the microwave already installed in the home. The custom work must be quoted and will cost additionally from a standard microwave install. The cost involved cannot be known without a professional evaluation. Mr. ******* cancelled his original request for a quote not wanting to incur addition expenses. We are happy to hear the dishwasher is installed and working to customers expectations. Brand Source will always stand behind all installations and rectify any issues until their customers are 100% satisfied. If Mr. ******* would like Brand Source to quote the custom work needed please contact **** **** at ***-***-**** or ******** ******** at ***-***-**** Again, we apologize to ***** and would like to resolve his situation so it is a win win for everyone. Initial Consumer Rebuttal /* (3000, 7, 2014/05/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Appliance Factory Outlet needs to gather ALL the facts before they make statements. In my opinion, there was no confusion. I had two different sales people working with me; ******* and ****. I specifically told **** I wanted the microwave to be vented to the outside. I told him that they would need to cut a hole through the wall to the outside and asked if this would be a problem as there is an electrical outlet where I wanted the venting tube. He told me that when they come out they will determine if the outlet needs to be moved or not before they cut the hole. This implied to me that **** knew it would not be a simple microwave install, but a custom job. If that is how **** set it up, it would seem he would need some re-training. I would also suggest that customers should work with only one salesperson, not multiple, as one might not know where the other one left off. There was never any confusion on my part based on the specific and direct conversation I was having with **** about the vent. Offering a free quote is ridiculous as most contractors forgive the price of a quote if you do the work with them. How is that in my favor much less customer service oriented? Waiving the re-install fee of the microwave is also ridiculous because if **** had listened to me and set up the install with a custom vent, there never would have been a re-install fee in the first place. I am so very happy that Appliance Factory is thrilled to hear the dishwasher finally meets my expectations. Why shouldn't they be? They only had to install it 80% of the way but received 100% installation fee. People are not perfect and I understand that; things happen. But sometimes one needs to go a little above the norm to completely satisfy the customer and make things right. I chose to support a local Colorado business instead of a "big box" chain because I want my money to stay in Colorado. Now I realize that it really doesn't matter and I should just do business with companies that might be a little more flexible in making situations correct. At this point in time, I would not recommend doing business with Appliance Factory Outlet to any of my family and friends.

5/5/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: We have been sold two defective washing machines in a row. Company refuses to refund money and bring old machine back. On 3/20/2014 a used washing machine we purchased a week earlier was delivered to our house. We paid $382.10 including warranty, tax, and delivery. I paid for it using my Chase debit card. The machine never worked. It leaked water and didn't fill up among other problems. I contacted the company and asked if we could have the washing machine that they took from us back and they could come get this one. We were told "no" so we agreed to trade in the used one for a new model for an additional charge. The new machine was delivered on 3/25/2014 while I was out of town. My husband accepted the machine but never tried to use it. We paid an additional $114 using our Chase debit card over the phone. After I returned from my trip and I attempted to use the machine I discovered that it was defective. The water drained out before the clothes went into the wash cycle. I called the 'President's Line' number of customer service today 4/2/14 and requested that we be able to return the defective machine and get a refund. We no longer feel comfortable doing business with this company. I got a call from ***** at the Parker location where we bought the machines. He told me that we could not return the machine because they couldn't sell it as new any more. I explained that I did not feel this was my problem as I had recieved the machine defective. I was told our only option was to call for a repair by the warranty company. I explained I wasn't comfortable keeping a machine that was defective right out of the gate because I felt there would be problems repeatedly and we have already been inconvenienced enough. ***** said that our only option was to accept the repair service. I called the 'president's line' and left another message and asked that corporate customer service verify this was our only option. I did not receive a call back as of yet. Original washer purchased was Top Load Midline item number ************. Sales No **********. The new washer was model number *********. Invoice number ***********.

Desired Settlement: After receiving two defective washing machines in a row we no longer wish to do business with a company we find unreputable. We wish to receive a complete refund and either the machine that they took from us back or a refund in the fair market value of that machine which was aproximately $150.

Business Response: Initial Business Response /* (1000, 5, 2014/04/05) */ April 5, 2014 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 Attn: Ms. ************ RE: Mrs. *********** # ******** Ms. ************,, Thank you for forwarding us the letter from Mrs. ***********, she is requesting a refund for a new Amana Washer purchase because not functioning correctly. We reached out to Mrs. ****** and are assisting her with her manufacturer warranty claim. The Manufacturer will send out an authorized Whirlpool technician to service and repair the washer in her home. We apologize for any inconvenience this has caused Mrs. ******. Affordable Used Appliances continues to refine and update its policies and procedures to provide the customer with above satisfactory service. Sincerely, *********** Affordable Used Appliances Initial Consumer Rebuttal /* (3000, 7, 2014/04/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for responding to our complaint. Let me start by saying we had a working washing machine until we did business with the Appliance Factory Outlet. It was old and occasionally got stuck on rinse and had to be manually moved to spin, but at least it cleaned the clothes - something I have not been able to do at home since I purchased my first washing machine from this business. We have never heard from the corporate office as we requested three times via the President's hotline. We did hear from a local store manager that said our only option is to call a 1-800 number for repair on the machine. We do not feel we can accept this offer for several reasons. 1st of all, this is the second washer in a row that has been delivered to our house that NEVER worked. Second, we do not believe the machine was really new as the company described it " out of the box" because it definitely was not in a box when it arrived at our house and should have at least worked once. Third, we feel that the company should stand behind the products they sell. If this is fact a manufacturer defect the company should address it with their vendor. If we had been able to use the thing even once it would be a different story, however, we believe the company has tried to unload a broken machine on us. Finally, the company has offered no assistance to cover the massive inconvenience on our family. We haven't had a working washing machine since they came and picked ours up. We have had to do our laundry by hand and with the laundry backing up we are now going to have to go to a laundromat at our own time and expense. I don't even know if our town has one (because I have never seen one) so I will most likely have to go to another city. Because I have a child with special needs this places a tremendous burden on me and my family. We feel this business must provide the satisfactory customer service they claim. We have certainly done nothing wrong and simply wish to choose not to do business with this company. No customer should be treated this way or end up in a worse situation than they started after making a purchase. Frankly, I am surprised that Affordable Appliance Outlet finds their offer acceptable. I can't imagine that they would want the community to know this is the way they do business. After receiving 2 LEMONS from this business in a row the only acceptable remedy is simply to pick up the second defective machine, refund our money, and pay us for the washing machine they took from us (and probably made a minor repair to before reselling) or bring our machine back so that we can use it until we have time to buy a new machine from another business. However, in the name of compromise my husband and I agree to accept only a full refund with the removal of the broken machine without any compensation for our old washer. Sincerely, ************ ****** Complaint Response Date bumped because: Holiday Final Business Response /* (4000, 9, 2014/04/22) */ April 22, 2014 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 Attn: Ms. ************ RE: Mrs. *********** # ******** Ms. ************,, Thank you for forwarding us the letter from Mrs. ***********. After reviewing Mrs. ******s case Affordable Used Appliances has refunded the purchase. The appliances where picked up on 4/14/14 and refund was issued on 4/16/14. We apologize for any inconvenience this has caused Mrs. ******. Affordable Used Appliances continues to refine and update its policies and procedures to provide the customer with above satisfactory service. Sincerely, *********** Affordable Used Appliances

5/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased an LG Washer, Dryer, and 2 pedestals on 2/14/14. I found a cheaper price and my sales rep agreed to honor the stores price match policy. I received an email with a delivery date of 2/28/14. I stayed home to accept delivery. The items were not delivered. The washer and dryer were delivered on 3/5/14. I was told the pedestals were still on backorder. I have called my sales rep, ********, and he will not return my calls. I have asked to speak to a supervisor and am told "He just left for the day". I received an email on 3/19/14 stating delivery would be on 3/21/14. The pedestals were not delivered.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want the pedestals delivered and installed.

Business Response: Initial Business Response /* (1000, 10, 2014/03/26) */ The customers product has not arrived from the manufacture and they hav given us a DOC date of 4/15/14 and we will call the customer once they come in and schedule delivery and install for the customer. Initial Consumer Rebuttal /* (3000, 12, 2014/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Today is 4/12/14. I have not been contacted by anyone from the business regarding my pedestals. Final Business Response /* (4000, 14, 2014/04/17) */ The pedestals have finally arrived from the manufacturer and I have discussed with the customer a suitable install time and date free of charge.

4/15/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: My Husband and I bought a washer and dryer from Affordable Used Appliances in July of this year. When we bought it we also bought a stacking kit along with it. We were told that the washer and dryer would be delivered with in the week and someone from their delivery department would call us to schedule a time to have it delivered. A week went by and we hadn't heard from anyone so I called the store and spoke with the manager *****. He apologized and said he would contact them to get it delivered. We still received no call, but the delivery guys showed up with no notice or appointment. My husband and I were both at work, luckily my mom had stopped by to grab something when they showed up so she could let them in. They delivered the washer and dryer but did not have the stacking kit. They said they had no record of a stacking kit being purchased. My husband and I left several messaged with multiple sales associates at the store and no one ever returned out calls. Finally we were able to get a hold of ***** and he said yes it was ordered and he would have delivered to us as soon as possible. A couple weeks passed and we were now into August and still no stacking kit was delivered. We call ***** again and he assured us it would be delivered within a week. Another couple weeks past and we still hadn't received the kit. We called ***** again and he said he would look into and get back to us. He never got back to us. We called the presidents hotline and never received a call from them. Around the middle of September the delivery guys called us and said they had the stacking kit and would like to make an appt. to come set it up. They came and the kit was broken. Two weeks later the washer and dryer broke. We have been trying to get it replaced since the middle of October. No one returns our calls, we did call the presidents hotline and they were very rude. Finally we resulted with them wanting to get a refund for the product but haven't heard from anyone in a weeks time to set this up. Product_Or_Service: Maytag Frontload washer and dryer

Desired Settlement: DesiredSettlementID: Replacement We want a stackable washer and dryer that works and or our money back. We have been dealing with this company long enough and no one seems to want to fix the problem or try and resolve it. We are very upset and disappointed.

Business Response: Business Response /* (1000, 17, 2014/04/02) */ April 2, 2014 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 Attn: **************** RE: Mrs. *******, Case# ******** Ms. ************,, Thank you for forwarding us the letter from Mrs. ****** *******, she is requesting an exchange of appliances or a refund. We have reached out to Mrs. ******* to get the issue resolved and are willing to exchange her washer and dryer or refund if necessary. We are confident this can be resolve in a timely manner. We apologize for any inconvenience this has caused Mrs. ****** *******. Affordable Used Appliances continues to refine and update its policies and procedures to provide the customer with above satisfactory service. Sincerely, *********** Affordable Used Appliances

4/15/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Dryer purchased, when received was dented On Feb 25, 2014. I made an offer on Ebay item (************) to purchase a dryer( model #DV330AE from Appliance a Factory Outlet. My offer of $699 was accepted. I purchased the dyer thru my paypal account.On March 4, 2014 . When we received the dryer it was damaged. There was no physical damage to the box so my husband signed for the dryer. Upon opening the sealed and grated box, we discovered the dryer had a dent running all across the top. Within 30 minutes we had contacted the shipping company and Appliance Factory Outlet, I have been in contact with *********** on a daily basis trying to resolve this matter, All I want is the company to order me a replacement top for this new dryer. *** informed me it would be a "bad business model" to lose money on a transaction. I can get no one to commit to ordering me a replacement top, I do not think this company is showing a GOOD FAITH EFFORT to resolve this. Thankyou for your time and attention

Desired Settlement: I am seeking a replacement top that sales for $ 123.00

Business Response: Initial Business Response /* (1000, 5, 2014/03/17) */ Good Afternoon, The customer has giving you part of the story. Cusotmer purchased a brand new unit. I sent the customer a brand new undamaged unit. Customer was sent tracking number and instructions to inspect the item upon delivery for any damaged sustained during shipping. Customer inspected the item to their satisfaction and signed the BOL contract that they received a good condition unit. If they would of contact ***** right away camplaining about damage ***** could of come back and pick up the piece. With the delay and the fact that they signed for it in good condition ***** would not come back and pick up the unit free of charge. I am still trying to help the customer out Even though I delivered and have a signed document that they received a undamaged piece. I have beeen trying to get a free replacement piece for the Samsung dryer, but have been unsucsseful thus far of getting one from Samsung. At this time to resolve this issue am willing to have the customer return the piece and I will wave the restocking fee and give them a full refund. I have attached the signed BOL stating they recieved a good condition piece for your inspection as well. Initial Consumer Rebuttal /* (3000, 7, 2014/03/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want the business to order me a replacement part. I purchased a "new dryer " and received a damaged one. It was evident with the condition of the box that the dryer was damaged before it was packaged. I have been in contact with this business for weeks and they will not commit to customer service. I do not want to send it back. that would incur shipping charges. I will return it if the seller will send me a new replacement dryer like the one I ordered. Final Business Response /* (4000, 9, 2014/03/21) */ Hello, The customer signed a contract stateting that she received a undamaged piece. I have no way of knowing when the piece was actually damaged. Since I do want to give her good customer service I am trying to get the replacement part for the customer from Samsung free of charge. She is stating it must of been damaged before it was package. So the consumer should try to get it from Samsung as well since she is saying it is their fault. It is under full warranty. I do have another one of these units and would be happy to send her another unit if she sends back her unit. I have documentation of the signed contract and email of the direction to inspect the product upon delivery before signing if BBB would like Thank you for your help, *********** Interstate Appliance Final Consumer Response /* (4200, 11, 2014/03/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all , It is NOT a CONSUMER responsibility to fix or repair a part on a product that the CONSUMER bought in good faith as being NEW, It is this business's responsibility to stand behind the products they sale. All i want is this business to order me a part. It will cost me a $ 100 dollars to ship the dryer back. The part cost $ 123. It will cost this company to ship me a replacement dryer, Why not just order me the part? I do not understand why this company is so reluctant to stand behind the products they sale, I do not understand why this company doesnt want to do the right thing.

4/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Delayed warranty repair work. No urgency involved in the repair. I purchased an expensive washer/dryer plus extended warranty from Appliance Factory Outlet. the washer started making noises on the spin cycle. I called for repair and set up date/time. The svc person called in sick and I was forced to reschedule. The next wk the repair person came out and noted the repairs needed. I was given no updates until I called a week later. I was told the person handling my issue was off and to cal again later. I called and was told my issue was being worked on. The next week I was told a machine was in but had technical problems and it also needed repair. We are now into week 4 of this issue. Updates are slim to non existent. There is no sense of urgency with my repair nor any compensation/reimbursement or alternate offered. I have had to spend additional time to go to a laundromat and create extra expenses to have my laundry done which should be a convenience at my own home. I don't understand why no one sees this as a problem. I paid for this expensive warranty to avoid issues like this only to have to wait until someone feels it may be important enough to resolve. I have called and left several messages on the 'Presidential Hotline' and have had no return phone calls. When does this end?

Desired Settlement: I would like a replacement washer of the same brand or at least a loaner washer until the repair can be completed. This should have been offered from the onset of this issue.

Business Response: Initial Business Response /* (1000, 5, 2014/04/10) */ April 10, 2014 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 Attn : Ms: ************* RE: ******** ****** Case# 75218315 Ms. *************, Thank you for forwarding us the letter from ******** ******, she is stating that she is receiving service through her extended warranty and she has been without a working unit for 4 weeks; she has requested the repair be completed and supplied a loaner washer until the repair is completed. I spoke directly with Ms. ******** ****** and apologize for the issues she has experienced. We have scheduled the delivery of a loaner unit to be delivered on 04/10/14. I informed her we are tracking the parts needed to complete the repair on her unit and we will be testing once the repair is completed. Once the unit has passed all of the tests and working to manufacturer standards we will contact her to schedule the swap of units for her. We apologize for any inconvenience this has caused Ms. ******** ******. Brand Source Service will use the information to develop and improve it's procedures as they relate to repairs through this extended warranty company. Sincerely, ****** ****** Brand Source Appliance Service & Repair Initial Consumer Rebuttal /* (3000, 7, 2014/04/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, I did receive an apology for the delay, however I feel that it has gone way beyond ridiculousness. I purchased two expensive units along with a warranty so that I would not be inconvenienced if something ever happened to it. There has been no sense of urgency or compensation to make this right. I was told that I would recv another front loader washer as a loaner until my own could be repaired. When the truck arrived at my home I recv'd an old top loader which was dented and dirty. I called the store to inform them and I recv'd another apology. At this point my options are few. I am at the mercy of the vender and the warranty company. NO ONE should have to go through this type of discriminatory behavior. A replacement of a new unit should have been the only option at this point. We are now going into week 5 and I am waiting for parts for repair while using a sub-standard machine that is not the quality of what I purchased nor am I prepared to accept. Why does this establishment feel that it is acceptable?

4/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Products ordered and paid for were not delivered in their entirety. No support, no follow up. 2 or the 4 appliances that were purchased and paid for were delivered without all items that should have been included. Refrigerator missing shelves, microwave missing accessories, etc. Numerous calls to the store tell me to call the manufacturer. I purchased these items from Appliance Factory Outlet and it's their responsibility to deliver what was paid for, not mine to pursue the manufacturer. Calls to the manufacturer have not gotten our missing parts and calls to Appliance Factory Outlet Corporate Office result in either the store level calling back or nothing at all. The appliances as they were displayed in the store and purchased are not what was delivered. ALL phone calls after delivery have resulted in no assistance from them and merely telling me to deal with the manufacturer.

Desired Settlement: I need the missing shelves from the refrigerator and missing accessories from the microwave that should have been included, were paid for and not delivered. This needs to be pursued by Appliance Factory Outlet at their time and expense; not mine.

Business Response: Initial Business Response /* (1000, 5, 2014/04/01) */ Appliance Factory Outlet has spoke with the customer and he is on vacation at this time. Once he returns he will notify us of the model and serial number of his appliance and we will expedite getting the missing parts for this customer.

4/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: refused to cancel a waranty contract that was purchased on 10/4/12. Refriderator was disposed of after the flood refrigerator with the warranty policy was purchased on 10/4/12. During the flood on Sept. 12,12, & 13th it sat in 23" of flood water. It had to be discarded. Ask for a partial refund of the 12ESP 4YR extended warranty. Was told that they could not do that and we could transfer it to a new refrigerator. We don't even know if we will replace it. This place of business never returns call, even during the intial delivery process, but definately now. I had to call several times. At the same day, I cancelled a service police on a blower vac from Sears. I was immediately issued a credit.

Desired Settlement: If the total price was $179 for the 12ESP 4YR, the coverage would cos $44.75 per year. I am seeking a three year cancellation amount of $134.25

Business Response: Initial Business Response /* (1000, 5, 2014/04/01) */ I would like the opportunity to resolve this issue. My name is **** and I am the new store manager as of 4/1/14 and would like the opportunity to speak with you directly regarding this matter. Please contact me at the store (************). Initial Consumer Rebuttal /* (2000, 7, 2014/04/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I offered to fix a faulty used appliance myself by purchasing the parts under the statement from them that I would be reimbursed. I have not been. I purchased the dishwasher on 3/6/14 from the***********************************************., ***********, CO ***** from the rep ************. I paid $250 plus tax for a total of $270.88 for the dishwasher and upon getting it to the house, I realized it was missing parts and functionality was not up to par. I sent **** my concerns and he apologized and offered to refund me the $70 or so that I had figured out it might cost to do the repairs myself instead of involving technicians, returns, etc. This is the copy of correspondence with the response on top and original on the bottom. "*********** March 15, 2014 at 12:50 PM I'd be happy to refund $70. Let's see if everything else works on it by test running it for leaks and general functionality before parts are ordered or refund I'd issued. At this point, I am embarrassed on behalf of the technicians. I apologize for the condition that came in. Please keep me informed. Sent via the Samsung Galaxy S� III, an AT&T 4G LTE smartphone -------- Original message -------- From: ************** Date:03/15/2014 11:51 AM (GMT-07:00) To: *********** Subject: Bosch dishwasher **** I'm finally hooking up the Bosch dishwasher and I realized a few things. 1- the soap dispenser doesn't latch 2- the top sprayer is missing 3- the toe kick cover plate is gone 2 of the 3 inhibit functionality. Obviously not good. I looked up parts and it's about $70+ or so (looking on a small phone) to hopefully fix. How should we handle this? Can you guys fix this? I'd be okay with fixing it myself but don't feel it's fair to be out the $70 or so. Can you refund me that amount and make things easier than switching it out and everyone having to deal with a return? That's assuming it does turn on and display and work. A quick response is appreciated. Thanks **************" I then received this: "*********** March 17, 2014 at 12:25 PM I will get the parts covered, just need a receipt. Sent via the Samsung Galaxy S� III, an AT&T 4G LTE smartphone" I have since been trying to get resolve after the promised money back and sending receipts and it's been hard to get a response and now they don't want to deal with it. I saved any labor involved/technician dispatch/etc by offering to do the repair myself and with the acknowledgment of him offering to refund for the parts, I took that as a compromise for everyone. Ultimately, their lack of response, their horrible customer service as it relates to this topic, and the headache I've gone through on this has been extremely frustrating.

Desired Settlement: I just want this resolved with the promised money back for parts that I need to have the dishwasher working properly. The total I had to incur was $74.81.

Business Response: Initial Business Response /* (1000, 5, 2014/04/03) */ April 3, 2014 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 Attn: Ms. ************ RE: Mr. ************** # ******* Ms. ************,, Thank you for forwarding us the letter from Mr. **************, he is requesting to be reimbursed for appliance parts used to repair a dishwasher. We would be willing to honor our exchange warranty as we do not repair appliances in the field. Given the situation and Mr. *******'s troubles we've issued a $70 customer statasfaction check to cover the cost of parts Mr ******* purchased. We apologize for any inconvenience this has caused Mr **************. ************************** continues to refine and update its policies and procedures to provide the customer with above satisfactory service. Sincerely, *********** ************************** Initial Consumer Rebuttal /* (2000, 7, 2014/04/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) $70 is close enough and I don't want to deal with it anymore.

4/4/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Dryer and range cable not hooked up properly. Flammable packing left in range. Refrigerator had broken dispenser. Dishwasher had more damage. These appliances were purchased in Colorado Springs store. The first thing the english speaking delivery man said he would not hook the water up to the refrigerator. Upon inspection, I found that it had a broken dispenser. I sent this item back. I went a week without a fridge. The dishwasher arrived with gouges on the control panel that were not there when purchased. The dryer and the range cable did not have a cable clamp were the cable enters the appliance. I founnd later that the range was still full of cardboard and plastic. Good thing that I did not try to use it that way. The fridge was also full of packing.

Desired Settlement: No military discount was given on the given on the range or fridge. I would like 15%. I would like the dish washer control panel bezel to be replaced or the dishwasher replaced. I would like a $70 refund on the delivery. I would like an written apology from the company management. I had a stroke 2 years ago and this paperwork is very hard and painful to complete.

Business Response: Initial Business Response /* (1000, 5, 2013/11/27) */ Dear Sir, First of all, thank you for your input regarding Appliance Factory Outlet. We take these complaints very serious. I want to assure you that we will work with you to a satisfactory conclusion regarding your complaint. First of all, we offer a 5% military discount to all of our serving and retired veterans. I do not know why this was not given to you at the time of purchase. However, I will credit you 5% of your purchase via check which you should receive within the next 2 weeks. In regards to your delivery fee, based on the issues that you had, we are reimbursing you the $70 delivery fee which will also be sent via check. I want to thank you for your business. I apologize for the confusion with your delivery and the military discount. If you have any further issues, please contact the store manager directly. Initial Consumer Rebuttal /* (3000, 7, 2013/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept the response as written because it lacks detail. I Would like all my delivery, installation charges refunded ($140) because they did not perform acceptably. I would want to Know the amount of the Discount and a written apology from a principal at the company. If their response is acceptable, I will then accept it. Final Business Response /* (4000, 12, 2014/03/20) */ Appliance Factory Outlet has rectified all of the customer issue... All was completed on 12/16/13. Customer has been satisfied and resolved.

4/3/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Waiting for a stove top purchased 12/10/2013 We paid in full for a stove top Jenn-Air we were promised first week of January its March 24th and still no stove top First sales guy took our money and then was fired, no one called us to tell us I had to call. Then the second guy came out to measure and start over and he ordered the wrong stove top and then came to find out only after calling the store that he was fired. Then the third manager was working on our stove top and corporate just told him this morning to refund us and move on. What a bunch of loosers. e waited all this time thinking they were working on it and they werent they held on to our money since before Christmas.

Desired Settlement: Refund

Business Response: Initial Business Response /* (1000, 5, 2014/03/26) */ Appliance Factory Outlet apologizes for this unfortunate situation that has happen to Mrs. ******** and we have taken full responsibility for this situation by refunding all of her money including her full installation. The product that was needed for her specific opening we do not carry and the Store Manager (Working Independently to install this for her)did not qualify this correctly and thus caused this situation to escalate. We have contacted a local dealer who can supply her with the product she needs and again apologize for not being able to satisfy this customer. Initial Consumer Rebuttal /* (3000, 7, 2014/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) You refunded all my money that you held onto since December 10th 2013. The local dealer was in fact not a local dealer he did not sell Dacor products so you guys lied again. The closest dealer is from Glenwood Springs if you took the time to actually do your research. The installation charges you say you rembursed me were in fact suppose to be reimbursed thru Jenn-Air because we bought a Double oven ice maker frig/freezer and beverage center. You stupid people never filed the rebate form like you said you were going to do we were suppose to be refunded 1200,00 So we never received any compensation from you bunch of liars

3/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a Dryer model# WED94HEXW ON 11/04/2013 and it was delivered and returned. I rec horrible customer service and no full refund as of yet. I went into Appliance Factory to see about purchasing a steam dryer. I purchased a damaged Whirlpool Dryer model# WED94HEXW 7.4 Elec on 11/04/2013. I worked with ************* to get this purchase completed. I paid a total of $1,003.39 for the Dryer. Appliance Factory Outlet drivers delivered the dryer on 11/09/2013. Delivery drivers hooked it up and tested the dryer. I tested the dryer out and I wasn't satisfied with the steam quality from the Dryer. So I called ************* on Nov.14,2013 and left a message. **** called me back and I stated to him that I wanted to return the dryer. He started yelling really loud at me, stating that they don't do returns on used products. Not happy with his answer. On Friday 15th me and my mother went up to Appliance Factory Outlet to talk to a manager. We were referred to *************** about returning the dryer. I explained my issue with the steam option on my recently purchased dryer and my dissatisfaction with ************* customer service. From our conversation we came to an agreement, that they would refund me a total of $770.00 to my credit card. But he would have to get approval from GM. So we waited at the store for about 2hrs to receive this okay from the GM. Once I received the approval from the GM,he stated that he didn't know when they would be able to pickup the Dryer from my home. That he would call me on Nov 19,2013 and let me know when someone to pickup the dryer. But on Nov/18/2013 at 8:49AM,I received a call from the Appliance Factory Outlet driver ******, that he was scheduled to pickup up the dryer. So at the last min. I had to call to see if my girlfriend was home to let him in to pickup the dryer. She was there and ****** was able to pick up the dryer. So on Nov 19,2013 I received a call from ***************, stating that his drivers would be out to pickup the dryer on Nov 20,2013. Not knowing that they picked up the dryer on Nov 18th,2013. So on Nov 19,2013 I called him back and left him a message to call me back about getting my refund. I did not receive a call back from *****. I called back several times and finally one of the product specialist explained to me that he was out of town on vacation. So I left another message, for ***** to call me back once he comes back from vacation. Sometime in Dec. he called me back and left me a message. I called him back and once again I did not get in touch with him. So Dec. 14,2013 I took a survey and I emailed Appliance outlet corporate office,with my complaint about my horrible customer service experience and no refund. So after I left the email message, I received a call back from ***** and other product specialist. I called ***** back and I was told that he was with a customer. So I left a message for him to call me back. Once again I did not receive a call back from him. But I did receive a call from *****,leaving me a message to call him back about getting a refund. But I really did not want to talk with ****, due to the poor customer service that I received. So called and left a message with ***** and I did not receive a call back. At this point I was so upset with Appliance Factory Outlet and I wanted all of my money back. So I called on Jan 14,2014 and asked for *************** to get my full refund. I was told from ************* that he was working with another customer. So I decided to see if ****'s customer service, would be any better then the last time I talk to him. I explained to him how upset and disappointed with the poor customer service that have received and that I just wanted all of my $1,003.39 refunded back to me. An at this point the only thing that can satisfy me, is to receive all of money back. Also considering that I returned the dryer back to them last year and I still haven't received my money back. So I hope Appliance does the right thing and just return all of my money back.

Desired Settlement: I want to receive a full refund of $1,003.39.

Business Response: Initial Business Response /* (1000, 5, 2014/01/28) */ We apologize for any inconvenience this has caused the customer. Appliance Factory Outlet allowed this customer to bring back a used dryer at a loss to the company if he would pay the restocking fee. Our store manager has called this customer numerous times, asking for a return phone call to get the original credit card number used at time of purchase. So that we can refund $774.69 less the restocking and delivery fee's. We request that customer please return or calls or stop by the store for his refund. Initial Consumer Rebuttal /* (3000, 7, 2014/01/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm truly saddened and offended by this response that was left by appliance factory Outlet. After reading this reply, leads me to feel like they just don't get it. By offering me just the $774.69 and not the full refund or any other type of compensation for the horrible customer service that I received and everything that I went through Just to return the damaged dryer. Instead appliance factory outlet chooses to worry more about their $228.70 loss, then their customer service. This is exactly why I chose to go to the Better Business Bureau and report them for this horrible experience that Ive received. It makes me feel as if they condone this type of behavior by their representative at appliance factory outlet. An the apology that was given is really not sincere at all, it is just something to say to make them look good. I truly hope that appliance factory outlet reviews this message that I've left and do better in your response. By taking care of a very upset customer, to make sure that I'm satisfied to the fullest. According to your satisfaction guarantee sign in your store. Final Business Response /* (4000, 9, 2014/02/11) */ Again, siness Response We apologize for any inconvenience this has caused the customer. Appliance Factory Outlet allowed this customer to bring back a used dryer at a loss to the company if he would pay the restocking fee. Our store manager has called this customer numerous times, asking for a return phone call to get the original credit card number used at time of purchase. So that we can refund $774.69 less the restocking and delivery fee's. We request that customer please return or calls or stop by the store for his refund. Final Consumer Response /* (4200, 11, 2014/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I definitely do not accept their non-proposed resolution. Once again the Appliance Factory Outlet representative, just doesn't get it. I'm very disappointed in the fact that, you still think less about customer sevice and more about your money losses. An after looking at more Appliance Factory Outlet BBB complaints, you seem to have a history of treating your customers terrible and believing that's a great way to run a business. I really hope that you reconsider your awful decision, to not compensate your customers for bad customer service or even change your horrible customer service ways. You can do better and I'll be waiting for that type of response. An please remember that actions speak louder then words. Also can someone at Appliance Factory Outlet, please tell me what is the actual losses, for a purchased out of box damaged dryer? An does a restocking fee mean the damaged dryer goes back on the shelf for resale? Thank you and I hope to hear from you soon.

3/14/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Installers crushed flex hose of gas dryer. This caused a backup of wet lint, which resulted in broken dryer and clogged venting of the dryer stack. The user manual of the GE gas dryer suggests using a rigid metal vent during installation. Our sales person never mentioned this to us (if he had mentioned it was suggested, we surely would have purchased the correct venting). The installation techs used a flex hose instead of a rigid metal hose (since it's cheaper). The installation techs pushed the dryer so far back against the wall that the flex hose was crushed. The dryer slowly stopped working correctly over several months. The dryer was installed on August 21st, 2013. On Feb 6th 2014, GE repair came to our house to look at the dryer. By that point, average clothing load would take 4 cycles to dry. Also, the dryer is supposed to detect moisture in the clothing and dry based on moisture, this setting quickly stopped working correctly for us. We were only able to use the "timed dry" setting. GE repair said that the issue was the crushed flex hose (which caused lack of venting). GE repair said that we also had the wrong venting installed. GE repair said we should have a rigid metal vent, not a flex hose, since it's a gas dryer. Lint can easily catch fire with a flex hose, since some lint gets caught up in the flex venting. GE tech made a repair to the dryer (which was caused by the crushed flex hose). GE repair pulled out several handfuls of wet lint from the flex hose (which was crushed by Appliance Factory Outlet installers). Also, GE repair strongly suggested that we have our outside vent stack cleaned, since the bent flex hose (lack of proper ventilation) caused our outside venting stack to become filled with lint debris. According to GE repair tech, using the flex hose on a gas dryer is a fire hazard. Our house was purchased in Aug 2013 (same month we purchased the dryer). Upon purchase of our house we had all vents (including dryer vent stack) cleaned by a vent cleaning company. We should not have to clean this vent again 5 months later. The cost of cleaning the outside venting stack is $150. I called the Appliance Factory Outlet presidents hotline and left a vm. About a week later my call was returned. Appliance Factory Outlet made it clear they **** do nothing. Appliance Factory Outlet **** not change the venting from flex to rigid, and they **** also not help us with cleaning of our outside vent stack (a direct result of their installers crushing our flex vent). I called GE to see if they can support me by calling Appliance Factory Outlet directly to explain the issue. They told me they would, but I have not gotten any follow up from either Appliance Factory Outlet or GE since. I made a second attempt to speak with a Appliance factory outlet rep (presidents hotline), and still no response. At this point, I do not want Appliance Factory Outlet technicians to do any repair (ie, change our venting) I **** change to the proper rigid venting myself. However, I do want my outside vent stack cleaned. Appliance Factory Outlet told me that they do business with a vent cleaning company. Appliance Factory Outlet is unwilling to assume the charge of sending that company to my house to clean my vent. I'm seeking $150 from Appliance Factory Outlet for my vent company to do the cleaning.

Desired Settlement: I'm seeking $150 from Appliance Factory Outlet for my vent company to do the cleaning of my dryer vent stack. Alternatively, I would accept for Appliance Factory Outlet to (assume the charge and) send their vent cleaning company to my house to clean my dryer vent stack.

Business Response: Initial Business Response /* (1000, 5, 2014/02/22) */ Appliance Factory is escalating this with GE as it was their technitian that made these recommendations to the customer. We are currently waiting on a response and I notified the customer to this last week. As soon as I hear back from GE regarding this cliam we **** forward the information to the customer. Initial Consumer Rebuttal /* (3000, 7, 2014/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I explained on my voicemail to the presidents hotline (Appliance Factory Outlet), GE DID NOT install my dryer and crush the dryer vent. This is what caused our problem. Appliance Factory Outlet is responsible for the installation and the crushing of my dryer vent. Final Business Response /* (4000, 9, 2014/02/26) */ ******** **** contact the customer to facilitate a resolution to the issue.

3/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Technician gave me wrong diagnostic about my fridge n dishwasher and also gave me wrong part numbers and dishwasher wasn't fix completly. I called brand source to fix my fridge n dishwasher and the technician gave me wrong diagnostic, the parts he told me needed to be replace wasn't the right part, it was somethingelse wrong with the fridge and the dishwasher is working but when not running it keeps filling in with water slowly and I had to scoop it out, so call back to brand source and explained to ***** the problem and ask them for credit and he said they couldn't give me any credit because the hasn't done nothing to the fridge at all only had worked on the dishwasher when he actually took appart some part and the light inside the fridge spending about 40 minutes working on the fridge too. I went to the store to buy the part for the fridge and that when I found out I had the wrong part # and that there might be something else wrong with the fridge so I went back home and to see if the damper inside the fridge was working fine, I took it apart and saw that it was stuck open that why food was frozen because too much cold air was coming in. The technician also told that if that part he told me to buy didn't fix the problem then to buy another part called the computer and it would solve the problem so im just wanting to fet credit for what I spent getting this fix and nothing is working fine after the money and time trying to fix them I still have to replace the damper, the guy on the phone wouldn't take any responsibility on their behalf. Their phone # is ********** this happened on january 30th 2014 and I called them back to get credit for my money on February 4th 2014.

Desired Settlement: I'd like to just get my money back and not buy their sevices ever and probably let other people know about their poor service and customer service.

Business Response: Initial Business Response /* (1000, 5, 2014/02/07) */ February 7, 2014 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 Attn : Ms. *************** RE: **************** Case# ******** Ms. **************, Thank you for forwarding the letter to us from Mr. ****************. The letter stated he received service on his GE refrigerator and was provided an incorrect diagnosis. He has requested a refund. We are currently investigating the service regarding the refrigerator, consumer had received service on a dishwasher the same day. I spoke with Mr. **************** and informed him we would contact him next week regarding our findings and a resolution to his complaint, he was agreeable to the time frame. We apologize for the issues regarding this service. At this time we are attempting to resolve the consumer's issues and consider this an open case. We continue to improve our procedures and process' to help ensure our customers received the best service available. Sincerely, ************* Brand Source Services Initial Consumer Rebuttal /* (3000, 8, 2014/02/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've talked to someone from brand source and explained to him my issues but I've not heard back from him about a resolution im wanting ti get my money back in full, I've fix my fridge and dishwasher my self which I find so ridiculous that their doing their job so wrongly and not takin responsibility. Complaint Response Date bumped because: Holiday Final Business Response /* (4000, 10, 2014/02/24) */ February 24, 2014 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 Attn : Ms. *************** RE: **************** Case# ******** Ms. **************, Mr. **************** received service to his plumbing system only regarding the dishwasher. The technician found the plug in the disposal creating an issue with the dishwasher draining correctly. The plug on the disposal was not removed when the disposal was installed, an incorrect installation of the disposal. This installation of the disposal was completed by Mr. **************** prior to our arrival. In addition, the drain line from the dishwasher to the disposal was incorrectly installed. The drain line needed a loop to prevent a backflow issue to the dishwasher. The technician removed the plug from the disposal, reattached the drain line, corrected the installation of the drain line to prevent backflow. There was no other service rendered on any other appliance in the consumer's home by our technician. The technician was asked about a repair on the refrigerator, when provided an estimated quote the consumer denied the diagnosis. No diagnosis or service was rendered on the refrigerator. I have attached the invoice from service on the dishwasher showing $130.00 paid for the service stated above with check ****. We have no invoice or payment information for a refrigerator. Called consumer and left message that we will review any documentation including all invoices and payment information that Mr. **************** has in reference to any service from Brand Source Services. At this time we have no service history or payment for a diagnosis or service to a refrigerator and will not be providing a refund. Sincerely, ************* Brand Source Services

3/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Samsung refrigerator delivered with a dent in the right front door which was not there when purchased. No offer to return and no exchange unit found Invoice # ********** delivered and dent noted. Mr. ****, manager said he would look for replacement and presidents hot line rep Jeff authorized a replacement but nothing in a month. I have found same model for less money and demanded a refund. They are stalling and have not looked at unit or given response to my refund demand.

Desired Settlement: Refund and return of unit. I even offered to pay the $65 charge for delivery to get rid of it.

Business Response: Initial Business Response /* (1000, 5, 2014/03/03) */ March 3, 2014 Better Business Bureau Attn: ************* RE: ************************* Ms. ********, Thank you for forwarding us the letter from Mr. *********, He is requesting a refund and removal of appliances from his home. We are arranging pick up of the appliance and will issue a refund after the appliance is removed from his home. We apologize for any inconvenience this has caused Mr. ****** Appliance Factory Outlet continues to refine and update its policies and procedures to provide the customer with above satisfactory service. Sincerely, *********** Operations Manager Initial Consumer Rebuttal /* (2000, 7, 2014/03/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have refunded my money and will pick up the frig tomorrow. Thank you for getting done what I had tried to do for a month. *********

3/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Stove oven had excessive loud high pitched whine noise while on making it impossible to be in the kitchen while cooking. The Appliance store did not inform me about return policy of installed appliances. They only told me it is returnable only if the Kitchen Aid appliance decided it worked according to the Factory expectations. First stove's legs were bent as if dropped. At that point I had objected to the sound and could have returned the stove for another brand. Instead they installed another stove of the same brand indicating this one's sound wouldn't be as objectionable. How can an appliance customer find out if it is not satisfactory if you can't observe an appliance plugged in and functioning before you purchase it. No one has come out to observe if this appliance is acceptable. Only said the factory has deemed it satisfactory. This stove has a defect with this oven exhaust noise and the store where I bought it should stand behind it's product to the customer's satisfaction, not the factory's decision. The manager, ****************, made an effort only to contact Kitchen aid manager,***********, not to support the customer's case. In fact, Laurel would not take my calls to report Kitchen Aid's decision. She at least should come out to hear the noise I'm complaining about.

Desired Settlement: The stove cost me $1649.99 plus $126.47 installation fee plus tax of $119.78 for a total of $1896.26. This settlement is only for a return of the defective stove with a refund. They could have replaced the stove with another brand but I don't care to do business with this company any more.

Business Response: Initial Business Response /* (1000, 5, 2014/01/15) */ Appliance Factory Outlet store manager has escalated this with the manufacture and we are currently fighting for resolution. The manufacture has deemed the unit working to specification. The customer will need to get a seconds opinion to ensure that something has not been missed. Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal /* (3000, 7, 2014/01/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response tells me nothing. I have not received any statements about the manufacturer deeming the unit is working to specifications. There has been no inspection. Only the installers checking it out. They were going to contact the "techline" about the noise. I have not heard from them. The Appliance Factory Outlet has not communicated with me concerning this matter. They mention second opinions. What does that mean? I think I should be supplied with more details about what they want. This response is typical of the communication received from Appliance Factory Outlet all along: confusing, vague, and non helpful. The don't seem to care to help me in any way. They have my money, it's goodbye customer, no more responsibility help satisfy the customer. This is not good business practice. Who protects the customer when they get a product that is defective. Of course ask the manufacturer is the product of satisfactory, what are they going to say? It's not satisfactory. There should be an unbiased third party to evaluate the product and deem it working satisfactory. Also why don't Appliance Factory Outlet provide a place to observe an appliance in working order, plugged in so one can observe it before buying. I would never have bought this unit if I had heard it before. Buying it out of a catalog, they deliver it, then it is yours. No matter whether it is properly working. This noise is very loud and high pitched which causes a ringing to be painful and creates a ringing sound to persist hours after hearing it while baking food. You can't use an oven and not be in the kitchen cooking. My biggest complaint was I was not told that after it was delivered, they would not take it back. Final Business Response /* (4000, 13, 2014/02/18) */ Appliance Factory apologizes for any inconvenience this has caused the customer. We have consulted with the manufacture rep and they are going to assist the customer with the issue. Final Consumer Response /* (4200, 11, 2014/01/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Factory Appliance Outlet contacted me to send out another service man to check the oven. They have done this three times before, just didn't register this with the company. What good would it do to sent someone else out for the same thing? I told them that Kitchen Aid had contacted me to send out their second tech person to check the oven on Feb. 6, 2014. (They needed two visits from different companies to check it, this would be their second visit. ) I wanted to have this visit done before Appliance Factory Outlet sent someone to check again. FAO has been giving me the runaround since Nov. 14th, 2013 with the same results. I have no confidence in them in resolving this issue of sending out more people just to check the stove.

2/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a refurbished Maytag washer/dryer from Store Manager ********** on 1/15. These appliances were delivered to my home on 1/21. The first load of laundry that was done...the washer expelled ALL the water all over my newly tiled floor. I immediately called ***** to report this. For a solid week they have been telling me that they would remove these appliances. It is 1/28...still waiting. I have contacted their Customer Service dept. several times. They never call back. Today - again...they are supposed to pick them up. I had to negate the charge on my credit card. I even went to the showroom where ***** tried to sell me another set for MORE money. I find this business absolutely rude and awful! Product_Or_Service: Maytag wash/dryer Order_Number: ********** Account_Number: ******* - Conifer, c

Desired Settlement: DesiredSettlementID: Other (requires explanation) I have notified my CC card of this dispute. They have given me a credit to my card. I am assuming after all of this that the Used Appliances would not dispute this claim. I have notified "********" the Customer Service manager that if the appliances are not picked up today that they will be hauled away and I will send them a bill.

Business Response: Initial Business Response /* (1000, 5, 2014/01/30) */ January 30, 2014 Better Business Bureau Attn : Ms Heather Vicars RE: Kelly S Griffin, Case #75213778 Ms. Vicars, Thank you for forwarding us the letter from Ms Kelly S Griffin, she is requesting a refund and removal of appliances from her home. As of 1/30/14 we have refunded the purchase and removed the appliances from her home. We apologize for any inconvenience this has caused Ms Kelly Griffin. Appliance Factory Outlet continues to refine and update its policies and procedures to provide the customer with above satisfactory service. Sincerely, Jeff Harris Operations Manager

2/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a lemon unit from this store. I understand fully that the lemon is not their fault but I do not wish to continue to do business with AFO. In February of 2013 I purchased a new Wall mounted microwave, oven combination unit. Unit installed March 1 2013. The unit was brand new, not a scratch and dent or floor model. Within 12 hours of it being installed, the unit died. It took a month to get unit fixed (service people had to come back 4 times to get it fixed.) Called store to see about getting replaced but they said it would take 3 times of the oven dying to get it replaced. Unit died in again May 2013. AFO sent their service company out to fix. It took another 3 weeks to get unit fixed. Unit died again in August of 2013. Took nearly 6 weeks to get it replaced. I have spent no less than 150 hours away from work making calls to AFO, Electrolux, Brand Source, Frigidaire, and waiting for Service people to fix unit. Each time it dies, it takes a week to schedule the "diagnostic" appointment, another week for them to order parts and schedule another appointment, another week at minimum to get issue resolved. I have contacted Electrolux on my own behalf to get unit condemned from manufacturer then I have had to follow up with the store no less than 12 times in the last 3 months without a return phone call at all from anyone at the store. I am finished trying to chase my refund. I have made 2 calls in the last 60 days to the "president's voicemail box 'hotline.'" This system is a joke. Every time something happens, it's not electrlux's fault according to them, it's not AFO's fault according to them, it's not my fault according to either of them but I am the one who has paid dearly for the unit, my time, and my stress of getting this issue resolved. Unit is still currently under warranty as it's within a year of purchase date. My last contact with AFO Thornton store was today 1/22/14. It was a female who told me **** Long, whom I have been calling for the last 90 days every couple weeks with no return calls, was out of the store today. My last contact with **** was last week on or about 1/13/14. He said I would hear from him no later than 1/16/14. Alas, I didn't hear back from **** prompting my second call to the president's line and finally my complaint here. I have determined I no longer want to go through these nightmares with AFO. I am finished as a customer of theirs. I am asking that they return the full price for the unit I purchased in February of 2013, the cost of additional installation, the cost of the purchase price of the extended 4 year warranty (which has not been used yet due to unit's factory warranty still present.) The estimated refund I am seeking is approaching $4000.00 but I can retrieve an exact number for clarification. AFO has repeatedly not lived up to their promises and as a consumer, I am wishing to sever ties with them completely and financially. However, to do so, I must request ALL of money returned back to me without penalty or fees.

Desired Settlement: I have made every effort to try and get my defective unit replaced through the normal chains. However, I have had to make all efforts to get this done. I have repeatedly been told I will receive a phone call back, never to get a call. I have been told this is an electolux issue, only to try and resolve the issue with electrolux and referred back to the store level. Each piece of information I receive from AFO is that Electrolux has not approved the return of the unit. I do not care much for Electrolux appliances after having a lemon from them. However, My experience with them has been on the whole, pretty positive. They have listened to my concerns, condemned the unit when I asked them too, they over-nighted a package of parts when Brand Source told me they would take a week to arrive, They helped me diagnose my own issues, when Brand Source was too incompetent to do so and much more. My issue revolves around the AFO location that just does not want to issue the return of the unit. I understand they have monthly sales numbers and other goals to meet but in these "rare" lemon unit cases, it would be best if they simply just cut the check. I am not seeking time lost compensation but I believe it would be within my legal right to do so. All-in-all, I have spent at least 150 hours waiting, calling, following-up on false promises made at the store level, being on hold, taking time from work to try and get issues resolved. I feel I have made beyond a good faith effort to resolve these issues and have not received the same from the company I purchased this unit from. As such, I am requesting a full refund and I will take my business elsewhere.

Business Response: Initial Business Response /* (1000, 5, 2014/01/24) */ Appliance Factory Outlet is committed to customer satisfaction and we apologize that Mr. Downs is not getting the support from the manufacture. Our store manager **** Long has left message's for him as we believe we have a solution to this situation but we must hear from him to discuss and look forward to speaking to him regarding this issue.

1/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Company makes many claims and advertisements on their website and posted in store, however fail to honor these advertisements. I purchased a stackable front-load Frigidaire Affinity series washer and dryer set from AFO three years ago for $699 each ($1398+tax). Just recently my washing machine broke down, so I checked online at the AFO website for a price on a new washer where I was greeted with a bold banner "Manufacturers WILL NOT allow us to put our incredibly LOW PRICES online." It further went on to say "GRAND OPENING Black Friday is Back 40% off celebrating at all 14 stores". Expecting that, after three years since my purchase, the prices would have come down a bit, I was encouraged to see "$699.00 (crossed out) To see product price, add this item to your cart. You can always remove it later." along with "CALL OR VISIT US IN STORE FOR A BETTER PRICE" on some of the other available Affinity washers. I added several to my cart, and when the price didn't change, I assumed either website error, or they really CAN'T post their prices online. At this point, I'm calculating that 40% off of $699 is $419.40, and with the price marked out I better run down to the store because it looks like they will reasonably be at around $599, then the 40% off will make them around $360. After driving to the store I noticed signs in the window advertising the Black Friday deal being extended. The newspaper advertisement also showed several models of the Front-Load Frigidaire Affinity washer like the one I am interested in, with the price of $699 on them. I took out my cell phone and calculated thinking, this has to be legitimate because if $699 was the 40% off price that would make the original washer an outrageous $1750 which can't be right. So I rushed right in to get one. The sales rep that I spoke with at the Mississippi & Sable location (who coincidentally sold me the original set at the Colorado Blvd location), Sterling, informed me that there was nothing cheaper than $699 and that if I wanted the original red to match my dryer it would be $849. I joked about the expensive red paint, and asked him to check discount items which boast 30-60% off. Of course there were no units available, but he kindly offered to sell me a $699-$1300 washer, or a cheap stand-alone that wouldn't stack with my dryer. They knew they had me in a tight spot needing something to match my dryer or a completely new set. There was no 40% off Black Friday deal, there was no BETTER price in store. Apparently the website is designed to lure you into the store where sales reps can try and get you to purchase an overpriced machine with none of the stated discounts. Call it what you will, but this is nothing more than False Advertising with a little dash of Bait and Switch thrown in. I have since contacted another appliance dealer who quoted me $299 on the machines, and says that they have come out with at least four different models since my original purchase and the older models aren't worth half what they were. I should have known better than to trust them anyway, as last time they said they didn't have any discount sets until my wife started to go into the back room, and then the rep offered to do an in-depth search on his computer and miraculously found the set we were looking for. I know making money is the name of the game, but don't do it by intentionally misleading people, making false claims, not honoring your advertising, and just generally ripping off the general public. Also "best on the market" doesn't really sound genuine after later admitting that there have been a lot of reported issues with the product. Let's be honest, they should have been recalled long ago. Thanks!

Desired Settlement: Public apology for misleading advertising and dishonest business practices to run along side a business advertisement for something actually available in stores, at a price that will actually be honored. Immediate website change reflecting the REAL prices and offering no other deals unless they are actually legitimate. Cease and desist from any further such activities. Sell me a new working Affinity Front-Load washer (preferably in red) with warranty for 40% off of the crossed out $699 price tag as advertised, with a reasonable reduction in price for the three years since I purchased (coming close to the other dealers quote of "not worth half what they were") with an extended warranty thrown in free of charge for the dishonesty and misleading advertising.

Business Response: Initial Business Response /* (1000, 5, 2013/12/31) */ We apologize for not meeting your expectations during your visit, we strive to offer the best prices and service we can. Our 40% off promotion is on select products listed in the ad and non-advertised items that are in store specials. Just like any other company, it does not include all of our products. The unit in question is discontinued and is no longer made; the current models are more expensive and we do not have any uncrated specials that would fulfill your needs. In your statement, you reference a dealer offering you a unit for $299, that is a great deal and it seems like they have some left over from two years ago. I would suggest purchasing the washer. Final Consumer Response /* (4200, 11, 2014/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I believe that you are correct, and that we are at what you are calling an impasse, but what is actually just your unwillingness to participate in this proceeding. You are once again staying as far away from my actual complaint as you possibly can, having not once even attempted to address anything even remotely to do with it. Let me explain a bit about the BBB procedure to you, as apparently you do not understand. When filing a complaint they ask for background information having to do with the case; dates, times, locations, people, etc. All of the information that you keep focusing on is in my BACKGROUND information, not the complaint itself. Please do not assume that I am an idiot. I only mentioned that I purchased from your store before for the back story, not because I assumed that the price of a new model would be the same as the depreciated price of one I purchased several years ago (although when I asked for a washer replacement I was just given a price and never once told that it was a newer model than the one I had purchased before). I also work in retail and I understand that when things go on sale it is not the ENTIRE store. I never once claimed that was the issue. My issue is that the REGULAR price listed online cannot be the same as the SALE PRICE of 40% that is listed in the advertisement. That is false advertising. The REGULAR price listed online that has been crossed out with a statement to call or stop by for a better price when there is no better price is false advertising. Even if we forget the 40% off sale altogether, if there is a price of $699 listed online, and it is crossed out and has instructions to call or come in for a better price, and I walk into the store and ask for a better price and the sales rep tells me that $699 is the LOWEST price, then that is FALSE ADVERTISING. Even $698.99 would have saved you from that, but unfortunately that was not the case. Complaint Response Date bumped because: Holiday Final Business Response /* (4000, 9, 2014/01/06) */ Once again I apologize for not being able to meet your expectations; the advertisement that states 40% off applies to select appliances in the ad and in-store specials, like most companies, it does not apply to all products. At this point I believe we will not be able to meet your expectations and currently at an impasse.

1/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A five minute service call on washing machine resulted in a rushed and possibly incorrect diagnoses and an unnecessary sliced belt. My washing machine, which is about 3 years, old stopped spinning so I set up a service call with the company whom serviced the machine before the warranty had expired. On 12/23/2013, a service call was performed by ******* *. while I was working and my wife was at home overseeing. Invoice number ****** for Frigidaire Affinity Series front-load washer FAFW3511KR. The washing machine had been pulled out from the wall for ease of access, the back had been removed, and the drain cleaned prior to the service request. Mr. *. walked into the house, sliced the belt and diagnosed locked bearing which could be repaired for $770. I had already informed the company that the motor was free and it was either the bearings or something caught between the two tubs. He made no attempt to adequately determine WHY the tub wasn't spinning but instead quoted the more expensive of possible solutions. He unnecessarily cut the belt which should have been properly removed and now must also be replaced. Purchase of a new belt online costs $34.49. The only thing he did was cut the belt, guess that it was a bearing and not something stuck between the inner and outter tub, and charge $54.95. There was no work done as the machine was already moved and opened. To adequately diagnose the problem he would have to take the tubs apart and check for something stuck in between. Unsatisfactory work, outrageous quote, taking advantage of a woman home alone, and thinking that we are uneducated as to what should and shouldn't be done are only a few of the issues. Had I wanted it repaired at more than the cost for a new one without proper diagnoses it wouldn't have happened as he came unprepared for the job with the proper parts anyway. He just didn't want bothered so close to the holidays. After a maximum of 5 minutes in the home (which is an possible time to properly access the problem) he stated that they "don't do billing" and threatened my wife with immediately sending us to a collection agency to ruin our credit. Obviously if we are invoice number ****** then there were 245339 people ahead of us that got invoices.

Desired Settlement: I request a replacement belt installed on the machine at no further charge, to have the current bill either forgiven or a different repairman come out and actually investigate the issue by checking between the tubs (to rule out that less expensive fix that has the same symptoms) at no additional charge, AND to have any negative/derogatory information removed from my credit report and no further information added.

Business Response: Initial Business Response /* (1000, 5, 2014/01/02) */ January 2, 2014 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 Attn : Ms. ******* ****** RE: ****** **** Case# 75211932 Ms. ******* ******, Thank you for forwarding the letter to us from Mr. ****** ****. The letter stated consumer did not receive a proper diagnosis and that his wife was placed in an uncomfortable position with the technician. I do apologize for the experience that Mr. ****** **** and his family has experienced. We want to make this right. I have called Mr. ****** **** to apologize and arrange a service call to do a complete diagnosis with a different technician. At this time I have only left a message. We apologize for the issues regarding this service. At this time we are attempting to resolve the consumer's issues and consider this to be an open issue. We continue to improve our procedures and process' to help ensure our customers received the best service available. Sincerely, ****** ****** Brand Source Services Final Consumer Response /* (2000, 12, 2014/01/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for making the effort to resolve the issues. Final Business Response /* (4000, 10, 2014/01/15) */ January 15, 2014 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 Attn : Ms. ******* ****** RE: ****** **** Case# 75211932 Ms. ******* ******, Thank you for providing the letter from Mr. ****** ****, per his request we have zeroed the account. I apologize for the service experience that Mr. ****** **** and his family has received. We have used this to improve our service procedures. Sincerely, ****** ****** Brand Source Services Complaint Response Date bumped because: Holiday

1/10/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The dryer that was delivered was broken, and the pedestals didn't match. We bought the most expensive washer and dryer that they sell. We were told that they were "A" quality with just a little scratch on the side. They didn't tell us that the dryer door DOESN'T SHUT because it's broken. We also bought the pedestals, but they gave us the wrong ones. They don't even match the washer and dryer, but the ones that we ordered did.

Desired Settlement: Just give us our money back. If not, replace the items with working ones (and matching ones!)

Business Response: Initial Business Response /* (1000, 5, 2013/12/24) */ I apologize for your experience. I have not been made aware of this situation, and would be happy to resolve this issue for you as quick as possible. I have responded to your online review and left you a message on your voicemail. Please contact me as soon as possible so I can assist you with this issue. I would also like to talk to you about who you have spoken to about this so I can address the lack of communication and action taken. My name is **** ******, I am the Store Manager and my contact info is**************

1/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The sales person misrepresented the product he sold to us, just to make a sale. In August/September we bought a brand new washer and dryer set. We used their ridiculous credit card. Before buying the washing matching I specifically told the manager it needed to perform the same way my old washing machine did; It needed to have a good agitation and I be able to adjust the water. I even told him it was because I cloth diaper. He seemed to understand this, because he was the one who brought up cloth diapers before I got the chance to say anything. HE assured me this agitator was "old school" and it perfect for washing diapers. When I started using it I discovered they were NOT getting my diapers clean. I did not realize until 2 months later that this washing machine DO NOT agitate like an older washing machine. This manger misrepresented the product just to get a sale. He even talked us into getting the over priced warranty. Furthermore, one does not know how well a washing machine truly works until way past the 30 days; It takes several washes of diapers to determine if the washing machine is doing it's job. Furthermore this washing machine does not allow you to look inside while it is washing. Secondly, you do not allow people to see how the actual product runs before sighing on the dotted line. This is a scam. I either want my money back or give me a new washing matching that actually WASHES. Your company makes a ridiculous amount of money off telling people what they want to hear. And then if they don't like it within the 30 days you charge them ANOTHER fee to RESTOCK. I also want to point out we did go back to the store in October and we were blown off. He refused to make things right. One would think your company would try to please your customer who but $1200 worth of overpriced products from your company. I was very specific about what my expectations where. The manager said this was the one that would meed my expectations. It did not.

Desired Settlement: I want a REFUND or replace my washing machine with one that actually works and actually cleans my diapers as I was promised.

Business Response: Initial Business Response /* (1000, 5, 2013/12/24) */ Appliance Factory apologizes for your situation and strive to provide excellent customer service. Due to the holiday our store Manager **** ******** will contact you on 12/26 so that we can address your situation and give it the attention needed so we can find resolution.

1/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called to discuss an issue with the repair on my washer and file a new claim on my dryer. They came out and didn't touch the washer. I had a repair tech out at my house the week of 7/14/13. On 7/21 I emailed brandsource and told them the repair was not done to my satisfaction. On 8/6 I emailed again because I received no response. I never received a response from the 2nd email either. A couple weeks later I called and finally spoke with someone. I was told that I would need to call the warranty company to file a new claim. I wasn't happy with that and asked to speak to a supervisor. He wanted to know why I only sent emails and didn't call sooner. I asked him why the have a contact us by email section on their website if they aren't going to respond? He never answered that, but basically told me he wouldn't send anybody out because they couldn't prove the issues didn't happen over time. Basically calling me a liar without saying it. I hung up with him mad that he wasn't helpful and called back. The next gal I spoke with was extremely pleasant and said she could get a tech out for the washer. I also brought up a concern with the dryer and she said she added that to the ticket as well. When the tech came out (I believe it was on 9/9) he told my wife that only the dryer was on the ticket and that because he didn't have the washer on his ticket he couldn't touch it. I was furious when my wife told me this. The washer was the main reason I called them in the first place. I called them the same or next day and asked to speak with the gal that I found to be so pleasant the last time I spoke with them. I told her I was upset that the tech said he couldn't touch the washer since that was why I called. She looked through the notes and to my surprise said the tech had ordered a new control panel and would be in on 9/13. I was shocked anything was ordered after he told my wife he couldn't touch the washer, but ended the phone call content after she said they would call after it came in. I surprised further because the issue with the washer isn't the control pane, but rather with how it was installed. I have not heard from Brandsource since that last time I called them. I could've called them one more time, but I believe with the phone calls and emails I've already made I shouldn't have to fight this hard for work to be done properly.

Desired Settlement: I want the repair done correctly like it should have been the first time without having to file another claim with the warranty company. It's not the warranty companies fault the control panel was done incorrectly.

Business Response: Initial Business Response /* (1000, 5, 2013/10/08) */ October 8, 2013 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 Attn : Ms. *************** RE: ************** Case# ******** Ms. **************, Thank you for forwarding the letter to us from Mr. **************. The letter stated he received service on his Frigidaire washer, the unit is not repaired and he is having difficulty getting the service completed. He has requested the repair be completed without having to file another claim with his warranty company. I have investigated this issue as follows, Mr. ************** has received 1 completed service call on his Frigidaire washer, there was a 2nd service call schedule but was canceled. I have attempted to contact Mr. ************** by phone, a message has been left to call me back to arrange service. We apologize for the issues regarding this service. At this time we are attempting to resolve the consumer's issues and consider this an open case. We continue to improve our procedures and process' to help ensure our customers received the best service available. Sincerely, ************* Brand Source Services Final Consumer Response /* (2000, 21, 2014/01/06) */ Sorry for the delay in reply. The repair was completed. The tech who was out here was the most knowledgeable and courteous tech that has been here. I just want to make sure the company knows who is giving their business a good name on the service side. Final Business Response /* (4000, 14, 2013/12/19) */ December 19, 2013 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 Attn : Ms. *************** RE: ************** Case# ******** Ms. **************, I apologize for the delay in the repair, the part needed was on back order with Frigidaire until 11/28/13. Part was received on 12/13/13, consumer was called to schedule service on 12/13/13 for 12/18/13. Per service notes, the service has been completed on 12/18/13 with consumer present to validate and approve the repair. Again, I apologize for the inconvenience this has caused the consumer. We will reevaluate our procedures regarding parts procurement and consumer notification to provide better consumer service. Sincerely, ************* Brand Source Services

12/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am disputing the $55 service charge I was billed due to the fact that Brandsource did not service my washer in any way. Frigidaire agreed to pay for the part to fix our 1 1/2 year old washing machine but we would be expected to pay for the service labor. We checked the error code and found we needed a back rear bearing. I called Brandsource and let them know the part and part number we needed and asked for an estimate on the labor to replace it. We were told that it would be approx. $200 and they charge a $55 trip charge but that would be waived upon completion of the work. I agreed to that dependant on the fact the serviceman would bring the part with him. The night before my appointment the service man called me to confirm. I restated what was wrong, there was absolutely no question why the washer wasn't working. The serviceman told me that it would cost upwards of $900 to replace and fix it. At that time, I told him nevermind because the washer only cost $600 brand new. He also seemed confused when I told him Frigidaire would be paying for the part. He insisted he come out and keep the appt. mentioning it might not cost that much, he would have to see. Reluctantly, I kept the appointment. The next morning when he showed up he failed to have the part?!? After poking around at the washer for a half hour, he told me it was in fact the rear bearing that needed to be replaced. I told him that this was not new information, I was the one that originally told him that. I also repeated my disappointment in him not having the part. I was even more upset when he said it could take up to 2 weeks to get it. He wanted to collect $55 and I cannot understand why. I am willing to pay for services rendered but my washer was not serviced. I told him without question what was wrong with the washer. He told me nothing new. He might as well have saved himself a trip out and just billed me. This was the most ridiculous thing I've ever heard of. There is no way this man and the company he represents, can in good faith charge me.

Desired Settlement: I should not be charged $55 for a service or estimate of what was wrong with my washer when I was the one that informed him what was wrong.

Business Response: Initial Business Response /* (1000, 5, 2013/12/06) */ I researched the customer's complaint. For a job of this type we do need to confirm the diagnosis prior to ordering parts as there can be hidden problems. We would never pre-order a tub and bearings based on an error code or a consumers self diagnosis due to the size and costs of the parts, regardless of whether the parts are covered under a warranty. I do agree that the quotation by the technician for labor seems a little high for this job and I have discussed this with him. The office quotation is only an estimate and ultimately the technician prices the job based on the circumstances. I have gone ahead and waived the $54.95 service fee. Final Consumer Response /* (2000, 7, 2013/12/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you. I think that is fair.

12/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Gave us broken fridge. I have been without a fridge for over a month. We purchased a samsung refrigerator and they delivered it to us. After 2 days the temperature started dropping. I called and they referred me to a 3rd party repair service. The repair man came out and said the thermostat was broken and he would order the part and it would be fixed in 7-10 days. He never called back. After 12 days I had to throw away all of my food because it had gone bad in a the broken fridge and freezer. I finally got a hold of the management at the repair service only to be told they are recomending a replacement fridge rather than a repair. Yet noone called me to let me know. I called the store, and they said they would get me one out in 2 days. But they said they would't do anything about the money lost in food because I did not purchase the extended warranty. I was unaware that a month old fridge needed an extended warranty to cover food loss, it should be covered under the 90 day product guarantee!They came to delivery the new fridge which was badly dented and scratched. I called the salesman and told him that did not pay nearly $2000 for a beat up appliance. He suggested I put a magnet over the dent and offered me $100 rebate. I refused the fridge. 4 days later they showed up with a 3rd fridge that was in awful condition. It look like it had been dropped from a forklift. It was scratched, dented, and broken on the bottom feet/guard, and the back metal plates were dented. Again I refused the fridge. I have repeatedly asked them for a loner fridge because I have been without a fridge for 1 month now, and I am pregnant. They said they would look into it and give me a call, but they ignored my request and never called me about a replacement fridge. I brought my husband in to the store that night because the salesman was rude to me over the phone when I told him I didn't want to accept the 3rd fridge. He looked through his inventory and said he found a replacement without all the scratches and dents. He promised to have it to us 2-3 days later. I called to verify that, and he lied again, I will not receive the fridge on time. They have done nothing to make up for the inconvenience of the broken fridge, the 1 month that I have been living without a fridge, the $300-$500 worth food loss, and badly damaged replacement products that they tried to give me. The sales people were rude to me, and treated me as though it was my fault for not accepting a damaged product. The only people that have been accommodating have been the delivery guys who seem to feel sorry for me.

Desired Settlement: I would like money back on the food I had to throw away. I can't put a price on being inconvenienced for 1 month with no fridge, but an apology would be nice. I am asking for $400 refund to replace my lost food.

Business Response: Initial Business Response /* (1000, 11, 2013/11/22) */ ******, I want to personally apologize for not meeting your expectations. Appliance Factory Outlet & Mattress strives to provide excellent customer service. Please contact me at XXX-XXX-XXXX so I can try to make this right for you. I am glad to hear you finally received your Samsung refrigerator you can be happy with. Again, I sincerely apologize for any and all inconveniences! **** **** New Store Manager Parker Location

11/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Washer and Dryer on September 7th, 2013.Very much dissatisfied, want to get refund or exchange. ***** helped us. She sent us to warehouse while she was preparing paperwork. She said warehouse will be open till 5:30pm, it was already 4:40 , so we got 2 Truckes and ran. My husband with another driver got there at 5:10, but warehouse was closed. ***** did not even say "Sorry", besides she lied that she said 5Pm instead of 5:30. She never ever explained me Return Policy,amount of water to be used etc., but I needed washer so badly, so I got these items. I opened them, installed. Washer uses very small ammount of water, washes and rinses very badly. I got allergic reaction because of unrinsed chemicals. I have severe allergy, and get vaccines for already 3 years. I called Store manager, he said these items are not- refundable ones i open it. He said I should have ask before purchasing and i should have knew by myself that HE washers use 8times less water. I should i know if nobody explained me that. That is their responsibility to explain everything in details to all customers. So, I want to return these two items get my money back, and do not want hear about this store anymore. Will never recommend to anybody this very unprofessional Customer Service at **** ***** blvd, ****** CO. Please help me to solve this issue.

Desired Settlement: I very want to get FULL refund and return these items. I want them to send delivery/ carry out person to my house and take these items out of my house.

Business Response: Initial Business Response /* (1000, 6, 2013/09/19) */ Appliance Factory advised the customer to call the manufacture if they are having problems with the unit which they did and GE found that the unit is working to manufactures specs. During their investigation they found that the customer is using too much soap and need to use the manufactures recommended dose to get optimal performance. If the customer still feels that the unit is not working properly they must file a claim with the manufacture (GE) and Appliance Factory will assist and/or escalate this on their behalf. Final Consumer Response /* (4200, 17, 2013/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Main issue once again, that nobody at Appliance Factory told me anything about Return Policy neither verbally nor in written form. Customer was not informed about items he is buying. It suppose to be Energy saving , but it takes customer to wash twice and rinse 3 times, so wasting twice more energy besides. Even Washer and dryer working to manufacture standard, it is not working properly for the customer. Tech came to check , he said the level of water is going to be the same for all loads, which means for large loads it is not enough water to proper wash and rinse, which is against customers medical condition. It takes about 3 gallons to wash and 3 gallons to rinse. At the same time dryer expects large amounts of clothing all the time for the steam dry, otherwise if you put less amount, all clothes come out wet. I am asking to exchange to even more expensive items or return. Also, in 2-3 days after purchase, when I found out that these items not working for me properly, I called Store Manager, I asked to exchange it, and he said these items non-refundable, I asked why nobody told me that before, he lied that he personally told me. I never spoke with manager on the day of purchase. After I called Presidents Hot Line, left massages 3 ties, but no response. Later I addressed this to BBB and again called Presidents line, but they said with sarcasm seek your help from BBB now. It is ridiculous and I wonder how can Appliance Factory management be patient and still be in business. Final Business Response /* (4000, 19, 2013/11/08) */ Appliance Factory Outlet have escalated this with the manufacture on behalf of the customer and GE has agreed to exchange of the product. *** (Store Manager) will be contacting the customer to notify them of this resolution.

11/19/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Lack of communication - honesty Failed delivery/Delayed delivery Incomplete order. Penalty to me due to requested a refund on the item not deliver I purchased a refrigerator, stove, microwave, dishwasher and mattress totaling over 6K. I was not given honest The company did not schedule an installer They did not communicate with me in a timely or honest manner, causing me to miss work. My paint was nicked. What they installed was not installed properly. When I questioned the left over bracket, I was told it would have cost more to install the anti-tip bracket. I would have at least like the option and I would have been more than happy to pay the extra charge. The delivery was delayed because the mattress wasn't in

Desired Settlement: I apologize for the gibberish in the preceding box, but the text entry froze, I was unable to edit or add text. i would like a full refund for the mattress that I never got. I was penalized $300. dollars because they said that I had received a discount of $300.00 dollars on the appliances because I bought a mattress. But obviously, they didn't have a mattress in stock and I had already been sleeping in a makeshift bed for two weeks. Not to mention the other mishaps with the delivery and installation. The entire experience was a huge disappointment. The manager never had the courage or integrity to speak with me personally

Business Response: Initial Business Response /* (1000, 5, 2013/09/20) */ We are looking into this matter as we gather all of the facts and will contact the customer soon. Thank you! Final Consumer Response /* (4200, 15, 2013/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am completely disheartened by this response. First of all the discount was an appliance discount for having purchased a bed in addition to the appliances. I had no choice but to cancel the bed, since Appliance Factory Outlet in fact had no bed to sell. The company's own mediator, reported that I should get the full refund for the bed I paid for and never took delivery of. The cancelled bed order, was due to poor service, poor communication, and poor follow-up in both areas. This is a case of bullying, bad service, and yet worse communication. The store manager is a liability to this company and should be more carefully supervised. Final Business Response /* (4000, 13, 2013/11/07) */ Appliance Factory Outlet & Mattress again apoligizes for Serta's weekly shipment not arriving on their regular schedule day. We stand behind our earlier statement. The $300 was a bed discount and was voided when bed was cancelled. The appliance was sold at our guaranteed lowest price.

11/15/2013 Problems with Product/Service | Read Complaint Details
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Complaint: We got a dishwasher from Affordable Used Appliances.They use Brand Source.We were promised a full refund.None after 4 promises.Moldy dishwasher. Store manager, ***** ******* promised full refund of dishwasher and installation cost. I have it in writing. He signed the promise of refund for dishwasher and installation costs. After two phone calls and unfulfilled refund check for the $134 install cost (spoke to **** at the warehouse, 303-781-4595), I'm filing this complaint with BBB. Both ***** ******* and "****" at Brandsource said I was authorized for a full refund. They both claimed that their company was a good company. However, actions have spoken louder than words. **** promised I would have a refund check no laer than 10/17/13. It's now 10/27/13 and no refund for the install costs of $134. What more can I do than complain to BBB????

Desired Settlement: DO WHAT YOUR STORE MANAGER PROMISED TO DO ON 9/28/13!!!!

Business Response: Initial Business Response /* (1000, 5, 2013/10/29) */ We are sorry for the delay in Mr. ***** refund. This has been approved and submitted for payment. Mr. ***** will see a refund check in the mail early next week. We appreciate Mr. *****'s feed back as we continue to improve our processes to better serve our customers.

11/11/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Kitchen Aide Range that has aqua lift as its self cleaning feature. The design of the system does not work. Purchased in July, two week later tried to clean oven and sides and back of oven still dirty after three consecutive attempts. The door of oven is two panels of glass open at the bottom and vented at the top. Greasy residue is left between panels of glass that is not accesible unless you took the door off and unscrewed the two glass panels. Sides and back of oven remain dirty after many attempts to clean. My wife cut her hand on the heat element trying to "manually" clean the oven. We had three technicians come out and each one said the same thing. Aqua lift doesn't work to effectively clean the range and it is a design flaw, however, they life their job and they are going to say nothing to endanger their position. Kitchen Aide and Appliance Factory Outlet will not stand behind the product. We have asked them to exchange our purchase for another range with standard self cleaning features and they refuse saying that there is nothing "defective" about the range. Consumer complaints are numerous about the aqua lift system and we either want them to give us our money back or exchange the product for one that self cleans.

Desired Settlement: We want to exchange the range for one that has a self cleaning feature that works or give us our money back so we can buy a range. We spent over $7,000 with Appliance Factory Outlet, we bought a new refrigerator, dishwasher, micro wave and range and all we want is a product that works. We got lip service but at the end of the day no one at the store, nor through Whirlpool who owns Kitchen Aide would stand behind the product I even had one Whirlpool representative in Tennesee tell me that if we wanted a clean oven we would have to be willing to take the door a part and clean it and that my wife should be willing to manually scrub the range if she wanted it clean.

Business Response: Initial Business Response /* (1000, 5, 2013/10/21) */ We apoligize for the issue the customer is having with the appliance and we have recieved authorization from the manufacture and will be returning this item for them.

11/8/2013 Problems with Product/Service | Read Complaint Details
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Complaint: needed a morning or early afternoon service on dishwasher on 10/8 and 10/15. was told service tech would be able to, both times service tech was late. needed dishwasher repair. when i called to schedule i told person on phone the exact problem, and that i needed a morning or early afternoon appt. on day of service the tech called less than an hour before the 1-3 time frame i was given to report he couldn't be here until the 3-5 time frame. he showed up at five without the part he needed to make repair, despite the fact i had already reported the EXACT NATURE OF THE PROBLEM a week earlier when i scheduled the appointment. service tech then told me he did not plan to work for company for long and was only working there so he could learn how to fix appliances for his own business plans. next he told me that 5 of his 8 service calls that day were for electrolux and fridgidair

Desired Settlement: called to schedule service for my dishwasher, i told the scheduler the exact nature of repair needed, i also told her i needed a morning or early afternoon appointment. on day of service the tech was scheduled for 1-3 but did not show up until 5, he also showed up without the part needed to fix the dishwasher despite the fact i had already reported THE EXACT NATURE OF RPAIR NEEDED!!! next the tech went on to tell me i may want to consider a new dishwasher considering the fact that 5 of his 8 service calls that day were for Electrolux or Fridgidaire (i have an Electrolux). He also told me that despite the fact that he has only been working for Brand Source for a short time he did not plan to work there long (only long enough to become proficient enough to do it on his own). i requested that he order the part for the repair and he said i had to pay up front or the part could not be ordered, so i paid. the next morning i get a call from the parts department telling me that they have the part and can schedule service. since i doubt the part was overnighted they obviously already had the part, which makes me wonder once again why the part was not with the tech the day before since as i have already reported i explained the exact nature of the repair needed. of course if the real objective is to sell new appliances, which Brand Source also does, it would make sense to leave the part behind to try to push for a sale. next i schedule another service for the repair once again explaining that i need a morning or early afternoon appt. i was told that it would not be a problem and would receive a call the night before to confirm the time frame. i did not receive a call until 9:30 the morning of service to tell me my time frame was 4-6 pm, which of course i had to reschedule because i wont be home at that time which is why i requested a morning or early afternoon appt. in the first place!!! so now despite the fact that i told Brand Source exactly what needed to be fixed two weeks ago i am still waiting for service and may have to reschedule the next time because although i spoke to Jeff the service manager and told him that i am only available in the morning and early afternoon (i work evenings) he still could not guarantee that a service tech could make that time frame.

Business Response: Initial Business Response /* (1000, 5, 2013/10/16) */ October 16, 2013 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 Attn : Ms. Heather Vicars RE: ****************************** Ms. Heather Vicars, Thank you for forwarding the letter to us from Mr. ***************. The letter stated he had requested service on his Electrolux dishwasher, provided an exact nature of the problem, requested a morning or early afternoon time frame. I have investigated this issue as follows, Mr. *************** was scheduled for service on 10/08/13. The unit was diagnosed and parts were requested. We inform our consumers that we will make every attempt to their request for a time frame. We do not guarantee time frames. Mr. *************** is scheduled for service on 10/17/13 with a request for the technician to make this an AM call I have attempted to contact Mr. *************** by phone, a message has been left to call me back to address his concerns. We apologize for the issues regarding this service. At this time we are attempting to resolve the consumer's issues. We continue to improve our procedures and process' to help ensure our customers received the best service available. Sincerely, Merlyn Ballou Brand Source Services

11/6/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: see pdf attachment

Business Response: Initial Business Response /* (1000, 5, 2013/09/23) */ A technician has been scheduled to look at the damage. He is scheduled for 09/23/2013 at 10am. The purpose of this visit is to find out what is need to repair the counter top. I am very sorry about the damages that happened during your installation. I appreciate you following up with us. Without good customers like yourself we would not be able to make our business better. Final Consumer Response /* (2000, 15, 2013/11/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 13, 2013/10/30) */ On 10/21/2013 the counter tops have been repaired. I do apologize for the damages that happened during her install. We appreciate your patients and her business

11/5/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Did not install unit. Scratched and damaged floor trying to install and then did not take old appliances. We ordered a kitchen aid dishwasher and range. Installation was included as well as removal of old appliances. The told us if we had 220 it would work. They arrive with the new appliances, the scratch the wood floor installing then said we needed a different plug. They left without taking the old appliances. They are giving us the runaround on floor repair. Told us we had to talk to someone else to get appliances picked up and finally told us to submit for a rebate for installation even though they did not install. A week later and a dozen phone calls, still not making any progress. They have poor customer service and are not taking responsibility for this. They are just hoping we will get tired and give up and go away.

Desired Settlement: I want the floor repaired, the old appliances removed and a refund for the installation fee.

Business Response: Initial Business Response /* (1000, 5, 2013/10/21) */ We are currently scheduling a damage investigation. Delivery will be contacting to schedule the pickup of the old appliances. Thankyou for your feed back.

11/1/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: The model number they sent was wrong and does not match the picture on the website. They will not respond to request to replace with correct model. I ordered a replacement icemaker from their website showing product ********** Model Can 29. I was sent product ********** Model Can 27. The model 27 has completely different mounting brackets and will not work with my refrigerator. I contacted them about the error and they responded with "We actually only sell those ice makers by the part number and not the "CAN" number." This is ridiculous since different model number are completely different. They have not responded to repeated requests for a RMA to exchange for the correct model.

Desired Settlement: I would have been satisfied to have the correct replacement sent to me at no charge and pre-paid shipper to send the incorrect one back, but at this point I would rather have a total refund of $74.99. If they want the incorrect part back, they must provide a pre-paid shipper.

Business Response: Initial Business Response /* (1000, 5, 2013/10/24) */ Hello, I am sorry for this confusion between the part number the customer purchased and what the customer actually needed. We determined which part number that was actually needed. We have already sent the customer the correct part number the customer needed. We sent it free of charge and will not be requiring you to send back the other piece. This all happened before the BBB case was opened. There must of been a cross in timing. Hopefully this satisfies the customer. Cale the salesperson also emailed all this info to the customer yesterday. Final Consumer Response /* (2000, 8, 2013/10/31) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/28/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Brand Source Appliance Repair charged my account twice for the same repair while denying it, and would not e-mail, fax or send any copies of invoices In June 2013, I had a Brand Source Appliance Repair (BSAR) tech come out to my residence to repair a door from a KitchenAid electronic dishwasher. The repair was completed, billed, but no invoice was ever sent/left after multiple requests. Additionally, a service tech came out again for a dishwasher fault code in September 2013, misdiagnosed the problem as needing a new motor for $485 - after discussing with him that he did not even do a proper diagnostic nor look at the machine, he did a full inspection and found the motor was fine but the control panel was faulty. I authorized him to order and replace the electronic control panel for $180 if he provided me a full description of the correct problem and a work invoice -- Brand Source ordered the part, charged me $225 on 09/11 and never provided a proper work order or invoice. After 2 weeks, and multiple calls to BSAR, a tech finally came out with the new part and reinstalled it -- BSAR once again charged me $232.48 on 10/02 and never provided a work order or invoice. After talking with BSAR reps on the phone, they all denied charging me the initial $225, and said they would promptly send me an invoice -- this NEVER happened and my Visa Credit Card statements show both charges were made by Brand Source. Lastly, the technician who came out for the final repair was very rude and demeaning towards me. He continuously stated how awful my appliance was and did not bother to do a full diagnostic once work was complete. I will never use nor recommend BSAR to anyone I know based on their lack of proper and fair customer service. Thank you, ******************

Desired Settlement: I would like a full refund of $232.48 for the second unauthorized charge on 10/02 and invoices from all work June-September sent to: *********************** as well as my deployed military address: **************** **************

Business Response: Initial Business Response /* (1000, 5, 2013/10/15) */ October 15, 2013 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 Attn : Ms. **************** RE: **************************** Ms.***************** Thank you for forwarding the letter to us from Mr. ************. The letter stated he received service on his KitchenAid Dishwasher, was charged twice (2nd amount of $232.48) and has not received any invoices for the work that was done. He has requested refund of the $232.48 and copies of his invoices be sent to him. I have investigated this issue as follows, Mr. ************ has received service to his KitchenAid dishwasher. I spoke with Mr. ************ and informed him that I was able to validate the 1st charge of $225.00. I informed him that I checked our accounting system and with our credit card processing company and was unable to verify the 2nd payment of $232.48. I requested he send us a copy of his statement and dispute the 2nd charge with his credit card. He was agreeable to this request. I emailed the invoices to Mr. ************ at 2 different email address' and put a copy in the mail to his military address as requested. I apologize for the issues regarding this service. At this time we are attempting to resolve the consumer's issues and consider this an open case. We continue to improve our procedures and process' to help ensure our customers received the best service available. Sincerely, ************* Brand Source Services

10/25/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: see pdf

Business Response: Initial Business Response /* (1000, 5, 2013/08/12) */ August 12, 2013 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 Attn ********************* ******************************** Ms.***************** Thank you for forwarding the letter to us from Ms. ***********. The letter stated she received service on her LG refrigerator and it is currently not working. She has requested $600 for cost of her new refrigerator and $600 for food loss and stress. I have attempted to contact Ms. ***********, I was able to leave a message with an individual at phone number ************* Phone number ************ goes to voicemail and then to a direct dead line signal. I have reviewed the service history as follows: 07/11/13 - Received request for service to a non-cooling LG refrigerator, call scheduled for 07/12/13. 07/12/13 - Technician arrived at consumer home, no one was available at the home. 07/17/13 - Consumer was contacted to verify if service was still needed, service was rescheduled for 07/18/13. 07/18/13 - Technician thawed the system, performed diagnostics and replaced the defrost control, unit tested to manufacturer standards. 07/22/13 - Received call from consumer stating unit was not cooling, scheduled service call 07/23/13 07/23/13 - No contact, call was rescheduled for 07/24/13 07/24/13 - No service, call was rescheduled for 07/27/13 07/27/13 - No service, call was rescheduled for 07/29/13 07/29/13 - Consumer informed office she no longer required service she had purchased a new unit. Ms. *********** received service under her warranty, 6 additional service visits were scheduled, but we were unable to obtain access to the unit to diagnose and repair. Should Ms. *********** want warranty service on this unit she will need to request authorization through LG, 1-800-243-0000. We apologize for the issues regarding this service. At this time we are unable to provide any compensation, our records indicate that we have provided service and attempted to provide follow up service. If Ms. *********** has purchased an Extended Warranty it would carry a food loss clause. We continue to improve our procedures and process' to help ensure our customers received the best service available. Sincerely, ************* Brand Source Services Final Consumer Response /* (4200, 19, 2013/09/30) */ see pdf attachment Final Business Response /* (4000, 21, 2013/10/01) */ October 1, 2013 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 Attn : Ms. Heather Vicars RE: *********** Case# ******** Ms.**************** Thank you for forwarding the rebuttal letter to us from Ms. ***********. The attached rebuttal letter stated she did not ask for $600, wants to know what her 1 year warranty covers and explained her physical and medical conditions. Ms. *********** received the service requested. We consider this to be a closed case, her issues are not service related, they are warranty related. Ms. *********** requested $600.00 in her letter dated 07/29/13 on page 3. Per LG she has a 1 year parts and labor warranty and 7 years on her sealed system. Her warranty details are presented in her LG manual or she may contact LG for a detailed listing of what is covered, LG's phone number is 1-800-243-0000. Sincerely, ************* Brand Source Services

10/17/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: My brand new refrigerator did not work and the store did not return my call for 2 days. I purchased new GE refrigerator and a new Samsung washer and dryer from the local Appliance Factory Outlet store in Colorado Springs, CO on Garden of the Gods. They were all delivered on 9-28-2013 at approx. 11:30am, the delivery guys showed me how to use the fridge and other appliances that they brought, and they also removed the old fridge. Later that night I notice the fridge was not cooling, after reading the manual I understood it could take up to 12 hours to cool. The next morning I called the local store to let them know the fridge was still not cooling and all the food in the fridge was spoiled. The salesman (Dave) said there was nothing he could do about it, and he was going on vacation but would leave a message for the manager and someone would get back to me Monday afternoon. A second new fridge was delivered on 10-1-2013 and I was reimbursed the delivery fee for the second fridge. I was not reimbursed the cost of food or for having to take the morning off from work to get the new fridge. The store manager Mark was not very nice and when I asked about the food spoilage he said "we don't handle that!" I was given 800# to GE. After 2 faxes, 7 days and many phone calls to GE's service center in Memphis, TN I was told they would mail me a check for $100.00 in 5 to 7 days. I was also over charged $100.00 at the local store for the Samsung washer/dryer set I purchased. When I asked about it they said the sales rep was new and forgot to tell me that I would not get the special that was advertised in the store because it was no longer available( the sign is still on the display in the store, so that is false advertising). The display reads $1,099.00 for front loader Samsung washer and dryer, I was charged $1,199.00. I called the presidents hotline 3 times and never got a call back.

Desired Settlement: I would like to be reimbursed $350.00 for the food spoilage and $100.00 for the advertised pricing for the washer and dryer. Thank you

Business Response: Initial Business Response /* (1000, 5, 2013/10/15) */ On Tuesday October 15, 2013 I **** ***** talked to ******** and explained the washer and dryer she purchased was sold correctly and the $100 in question was for a water rebate that is facilitated through each city. Unfortunately where ******** lives there is not an eligible rebate for that location and I explained that the rebate availability is outside of our control. I apologized for the way the sales associate in the store handled the situation and that I would address that with the store personnel. I also explained that the product failure on her refrigerator is not something that we can control and we can't cover any additional loss due to the manufacture failure. I explained that going directly to the manufacture is the only option with a situation like this and ******** was able to get a concession for her food loss. I also told ******** that I would see if the manufacture would consider any additional concession in this case and I will contact the customer if that is possible. Final Consumer Response /* (2000, 7, 2013/10/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I really don't understand how a store can sell a product and then not be able to help when the product does not work. I called Home Depot when my fridge did not work because they sell the same model in the local store. I was floored by the customer service and they even called me back to see if I had gotten ahold of the place I did buy the fridge from. I guess saving a few hundred bucks on a product is not worth the headache you have to deal with if you do have an issue with the product. I ended up paying the same price I would have if I had gotten it at Home Depot when my food spoiled, lesson learned. Thank you for your help in this matter

9/30/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered all new kitchen appliances and when we opened the dishwasher it was damaged. I ordered all new kitchen appliances and when we opened the dishwasher it was damaged. I called and spoke with *** ****** and he said that he would get back with me, I have since called him and spoke with him twice and he keeps saying he'll get back with me. I have Called headquarters twice and spoke with a Michael twice and still no one has even attempted to resolve the issue. I also sent a request on what they call the Presidents Hot line 3 weeks ago, and no response. What a joke! It's been almost a month now and a customer that spent almost 5k on appliances should never have to call over and over to try to resolve an issue. As far as I'm concerned they have Horrible Customer service.

Desired Settlement: Replace or repair the damanged unit as quickly as possible.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/07) */ Hello, We have ordered the customer a new door and we will be paying for a service provider to install the new door for him. We do apologize for not meeting 100% of his expectations. It did take time to get the door in stock from the manufacturer. This is a rare occurence that an item gets damaged during shipping and the customer does not notice it until it is installed. This is what caused the delay and any future customers always make sure to look at your product the time of delivery to check for shipping damage. Consumer's Final Response /* (-5, 10, 2013/06/25) */ I still haven't received the new door, so the issue hasn't been resolved. Business' Final Response /* (4000, 9, 2013/06/21) */ I agree with the customer that this has taken some extended time. When a consumer signs for a package undamaged, then calls later saying it has damage, it can trouble the situation. I had to try to get the shipping company to take resposibility for damaging the package, alas they said it was signed for with no damage and would not compensate anybody. I then tried to work with the manufactorer because there was a thought as well that maybe it was concealed damage. Unfortunately like the shipper they did not respond to me in a timely manner which caused delays in response to my consumer, and were not willing to help the situation. I am sorry that he was not 100% satisfied with his purchase. I have purchased the door and it is being delivered to his address and I will be crediting him $125 for the installation. Sometimes as a retailer you must loose your profit to take care of your consumer! Consumer Response /* (-5, 15, 2013/07/16) */ I don't know why the case was closed the issue was never resolved. Over a month latter and I Still have not received the replacement door I was promised or the credit. Consumer Response /* (3000, 18, 2013/07/29) */ The issue isn't resolved I still haven't received the door...or credit. Do I need to file a new complaint or will you reopen this case? I received a damaged dishwasher. The is the 2nd complaint I've filed because the 1st case was closed without resolution. case #XXXXXXXX. It's been over 2 months since I filed my 1st complaint and I reopened the case and copied the original info because they failed to send me the new door and credit me as promised. I ordered all new kitchen appliances and when we opened the dishwasher it was damaged. I ordered all new kitchen appliances and when we opened the dishwasher it was damaged. I called and spoke with *** Keffer and he said that he would get back with me, I have since called him and spoke with him twice and he keeps saying he'll get back with me. I have Called headquarters twice and spoke with a ******* twice and still no one has even attempted to resolve the issue. I also sent a request on what they call the Presidents Hot line 3 weeks ago, and no response. What a joke! It's been almost a month now and a customer that spent almost 5k on appliances should never have to call over and over to try to resolve an issue. As far as I'm concerned they have Horrible Customer service. I'm simply requesting a new door and a credit $125 credit for installation of the new door,to the GE account used to purchase the dishwasher. Business Response /* (4000, 20, 2013/08/05) */ As stated by the customer to solve the problem I was to get him a new door and give him $125 for the installation of this door. The door has been shipped out and received by the customer. I awaiting the bill from the istaller so I that I may pay the $125. We are currently waiting on communication from the buyer for final resolution of this item that was actually damaged during shipping and should of had these items fixed by the shipping company. But because of our customer service I took the loss to satisfy the customer. Consumer Response /* (4200, 22, 2013/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I emailed ****** **** the sales associate I purchased the item with the receipt for $125 and as soon and he advises me that my GE account has been credited I'll be happy to close this case. Thanks Business Response /* (4000, 24, 2013/09/16) */ Good Morning, As of now the customer has received the replacement door free of charge even though he signed for the product in new condition. I also refunded his GE account $125, the cost to have the door installed by a tech. ****** **** does not work for us anymore. Feel free to contact me at ******@appliancefactory.com. I also emailed a copy of the credit to his GE account for the $125 dollars. This case should be closed. Consumer Response /* (2000, 27, 2013/09/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

9/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the warranty the washer did not work they came out and charged me 307.19 I purchased washer and dryer 11/15/2009 from Appliance factory outlet with Brand source repair on the invoice also bought 5yr warranty that has us use Brand source (303)336-1594 6005 E Evans Denver,Co.80222 last week 8/23/2013 the washer stopped working we called the warranty company Expert Protection appliance 1-800-543-8890 they had Brand Source call us they sent out a repair man **** S he said the drain in the washer under the tub was plugged and it needed a new drain pump motor"A normal person can not get to the clean out drain it's under the washing tub and it takes a repairman to take the washer apart"The repairman charged my wife 307.19 I called *************** at Brand Source repair (303)758-5808 and he said he could do nothing. Appliance Factory Uses Brand Source repair and they sold me the warranty that they did not honor. ***********************

Desired Settlement: The 307.19 that the warranty covered.

Business Response: Initial Business Response /* (1000, 5, 2013/09/03) */ September 3, 2013 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 Attn : ********************* RE: ************************ Ms. **************, Thank you for forwarding the letter to us from Mr. *********. The letter stated he received service on his Frigidaire washer and believes the repair should've been covered by his warranty. He has requested a refund in the amount of $307.19, the cost of the repair. I have investigated this issue as follows, the repair completed was done at the request of the Mr. *********** wife to bring the unit to working standards. 8/26/13 - We received a request from the consumer because the unit was clogged and not draining. The consumer's warranty was validated. His contract number with Warrantech is **********. 8/27/13 - Technician identified the issue as a clogged drain pump. Clogs are not covered by the consumer's warranty. The technician informed the consumer. The clog was cleared, the drain pump failed to respond, the technician diagnosed a defective drain pump. Consumer's wife was presented a solution, replacing the drain pump. Consumer's wife agreed and technician performed the requested repair, unit is working to standards. Warrantech, consumer's warranty company, does not cover removal of debris nor will it cover damage to parts caused by the debris. I have attempted to contact Mr. ********* by phone, a message has been left. Mr. ********* can contact Warrantech to dispute the non-covered repair at 1-800-543-8890 and reference contract **********. We apologize for the issues regarding this service. At this time we are unable to provide any compensation. We continue to improve our procedures and process' to help ensure our customers received the best service available. Sincerely, ************* Brand Source Services Final Consumer Response /* (4200, 11, 2013/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to Brand source "*************" and he stated the warranty did not cover the issue I read the paper work four times and it does not state anything about the issue with the washing machine I don't feel that I've been treated fairly by Brand source! It's important to be able to pass this on to other consumers that Brand source did not stand by their warranty and work. BBB please do not close this case! Final Business Response /* (4000, 9, 2013/09/16) */ Response faxed over to 303-577-8101 on 09/16/2013 at 1:20pm, fax verified received by BBB.

9/5/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Not responding to our phone calls from company. Not responding to our phone calls from technician Occurred over 2 wk period. Microwave doesn't heat. Tech came out stated he didn't have experience with microwaves and didn't like the Frigidare product. Thought it was a part in the door, ordered part, came in a week later. He installed it, but microwave still didn't heat. Now he stated it could be two thermostats, have to order part, that came in a week later. Called Wed, Aug 28, 2013 and said part was wrong color, Denver would ship out Wed after 12 p.m. and he would be back to install Thurs Aug 29 at 9:00 a.m. We waited and I called the outlet and ****** said she would call him and when she called me back, said he was on his way at 10:10 a.m. and would call us in a minute. Waited until after 12:00, I called ****** ****** wondering where he was, left message on cell phone, but no reply from him. Called back to ****** she said she tried calling him again and felt now might be the time to call in a manager. She said she was going to lunch and would call me back after 1:30 p.m. I waited until 4:25 called back to store again, was told ****** left, talked to ****** and she couldn't get him on his cell phone, indicated we were on the list to be serviced but she could not give me a time when he'd be here. It was then I felt I had waited long enough to get a proper answer and felt the company just didn't know what to do and if they didn't know what to do, what was I supposed to do? It was then that I told ****** to just cancel the order, as I didn't want to deal with ****** who didn't seem to know or care what was going. I feel this was very inappropriate way to do business and would never recommend them to any one of my friends. So at this time, I have to contact another service person. I feel very strongly that the BBB should be aware of this problem. Thank you for your consideration. *** *******

Desired Settlement: I don't want a settlement, but would like an explanation from the company as to why they'd have a technician working for them, who doesn't like working on microwaves.

Business Response: Business' Initial Response /* (1000, 6, 2013/09/03) */ September 3, 2013 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 Attn : Ms. ******** ****** RE: ******* ******* Case# ******** Ms. **************, Thank you for forwarding the letter to us from Ms. ******* *******. The letter stated she received service on her Frigidaire microwave and it is currently not working. She has stated the service was inconsistent, time frames were not met, and the technician was unable to repair the unit. I spoke with Ms. ******* *******, I apologized for the service she had received and thanked her for informing me of her experience. I informed her that I would use the information she had provided to make necessary improvements within our department. We will work to improve our procedures and process' to help ensure our customers receive improved service. Sincerely, ****** ****** Brand Source Services Consumer's Final Response /* (2000, 8, 2013/09/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

9/4/2013 Problems with Product/Service | Read Complaint Details
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Complaint: On 7/24 AFW vehicle e-brake went out on their truck and crashed through the fence, some trees and rutted the back yard. No response or help. On 7/24 AFW vehicle e-brake went out on their truck and crashed through the fence, some trees and rutted the back yard, when they were delivering an appliance. A tow truck had to remove the delivery from our back yard. I called on 7/26, left message for ******. No response. I called back on 7/31 and left message on the president's hot line and called back and reach ******. He told me he would fix the fence. I mention the trees and he told me no way. He was very condensending. I have left 2 other messages on the President's hot line, no response. I have called Appliance Factory Outlet weekly since then and no response. My husband called last week and left a message on the hotline and the warehouse I had been calling. On Friday another company associated w/Appliance Factory called and wanted to go repair our fence. We told him no, that we want an insurance adjustor not an appliance installed (that is what he said he does for the sister company). This is the last we heard from anyone.

Desired Settlement: An insurance adjuster to come to the house and the appropiate technicians to make the repairs.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/21) */ Spke with Ms. ******* and provided our inurance info as requested. Business' Final Response /* (-10, 6, 2013/08/21) */ Appliance Factory Outlet ("AFO") apologizes for the delay Ms. ******* experienced in AFO's processing of this damage claim. AFO always accepts liability for damage it causes; in this case, AFO is still working with Ms. ******* to process her claim. AFO anticipates Ms. *******'s claim will be processed in a week. 8-21-13 -***** ********-

8/27/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Product arrived in worse condition than at store. Called store and complained. **** the sales rep. Refund requested, refund short $70.00. Product arrived in worse condition than at store. Called store and complained. **** the sales rep. Offered a 50 dollar discount for additional damage. Stating that something must have happened in transit. I refused product cause damage was too severe and requested another refrigerator with less damage. She stated she had to speak with manager and would call back. Upon calling back she stated that they do not have a comparable and I would have to pay 315 more for what they have in stock. Agreed. Upon speaking to husband called back and requested to refund cause amount for the same fridge less dents was too much to spend. Manager got on phone and stated he was new and offered us same amount for non dented as dented. Did not take deal cause of how I had been treated poorly by staff. Finally said he would refund us our money and requested cards, said we had to come in store for refund. Refused and he took information over the phone. Passed us off to associate, who hung up on us after taking cards for refund. Spouse called back stating he hung up and still had questions.when refund was to be expected. (3-5 business days). Refund amount was $70.00 short. Company charged for delivery fee.

Desired Settlement: 70.00 refund

Business Response: Business' Initial Response /* (1000, 5, 2013/07/08) */ AFO is sorry we did not meet this customers expectations. We delivered a C class unit out of the store where the quality control form signed by customer matched at time of delivery. We offered to redeliver a higher model A condition unit for the same price with a 10 yr major component warranty for any inconvenience. Customer decided on a refund. We refunded everything back to their 5 different credit cards except for the $70 delivery service that was rendered, of which customer will receive $35 back in a rebate. Again we apologize that we could not meet your expectations. Consumer's Final Response /* (3000, 7, 2013/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reply is false, and a 10 year warranty was never offered to customer. This another example of how unprofessional and deceitful the littleton AFO is. First and far most NO "10 YEAR" warranty was ever offered to customer. There is no reason to express how a customer paid for merchandise. But since they have divulged my personal information. The reason for multiple cards was because initially the original purchase of 1155 was divided in half by two spouse of 577.73 (card swipe 1) and 577.73(card swipe 2). June 22nd,2013. Upon arrival on tuesday, June 25th, the driver removed and inspected the tubing on the old fridge. They said it was recommended that the tubing be replaced and it would cost an additional $30.00 to replace it (Swipe 2). Seeing that the tubing was leaking upon them touching it, I agreed and payed. (THIS WAS NEVER REFUNDED EITHER and is understandable but again a lie from AFO because everything was not refunded except the $70.00. Have bank statement to prove lie.) It was the drivers whom asked the customer to come out and look over the merchandise to the QC form with a questionable eye. The QC form in fact did not match. For example on the top right of the QC form states 3 scratches when in fact there are 8+ scratches and 12+ grooves (DENTS) on top right of refrigerator as well as BLACK lines that are not mentioned at all on the QC form. I have kept photo evidence which shows the fridge in the front of my house with this damage. I had phoned and spoke to ****, the sales rep. who sold us the fridge and told her of the additional damage. She said she would have to speak to her manager. ( She offered us $50.00 off for additional damage on product.) I asked if there were any other fridges of this model with less damage. She noted that there were only "A" class models and it would cost us more money cause they could not substitute an "A" model for a "C" model even though the additional damage was not the fault of the customers. The original price for the "A" class model **** said she would have to call me back because she had to speak with her manager. I told her a decision would not be made until she called me back. An hour later **** still did not call back and it was actually the drivers who told me to call her back because they were at my hours waiting on a response by **** from the manager. I told **** I could only afford 250 for a "A" model and replied with she could only offer me $300.00 plus tax ($315.00 even) for an a model. So now were at 1456.45. I expressed to **** it was not our fault the customer that the product had more damage that noted and now we had to pay even more money because they did not have a comparable fridge for the same price. The attitude given by **** was take it or leave it. ****As embarrassing as this is for me to say I will explain that I am on disability for a complication for my pregnancy. Money is very tight and I again had split the payment into two more cards because the fridge was desperately needed because the fridge we had temperature was constantly going up and down. Costing my family of 3 and one on the way, a lot of money then the food went bad. *** So, I accepted the offer but had to split the payment $115.00 (swipe 4) and $200.00 (swipe 5). After speaking to spouse, on thursday June 27th, we elected to ask for a refund because it would cheaper with our military discount to take our business elsewhere for the same fridge type (Lowe's) and it would be brand new and we would not have to deal with a company that would sell us a damaged product and give us the HASSLE that AFO had given us for something that was not our FAULT!!!! I called and asked to speak to a manager. The gentleman who took the phone call advised me specifically that he just started on monday June 24th, and that we was unaware of the situation. (Confusing that one tuesday the manager per **** stated the take it or leave it attitude). This was another reason why it seemed very SHADY, and that we did not think AFO DESERVED our business!!! This is where the supposed NEW manager who was unaware of the predicament offered us the "A" class model for the same price of the original "C" class price. Because of the questionable management then how at first they could not offer us that price. My spouse and I decided that regardless of the amount it was the principle and the !!!!SHADINESS!!! of how we were being dealt with that AFO LITTLETON does not deserve out business let alone our hard earned money!!!!!!!!!!!!!!! The manager told us he could not refund our money at first over the phone and we would have to come into the store. My spouse and I refused stating how can they take a payment over the phone and not refund over the phone. After 30 minutes the "NEW" manager agreed to refund us over the phone and handed us off to his associate to take the full card informations. ONLY 4 CARDS were given for these amounts. Card 1 $577.72 Card 2 $577.73 Card 3 $115.00 Card 4 $200.00 After taking the information the associate HUNG UP the phone while I was still speaking. I personally had enough with the way I had been treated by this company. My husband then called back stating they hung up on me while I was still speaking to the associate, and finished the conversation. Asking how long the refund would take. 3-5 business the associate replied . When the refunded posted $70.00 was short from the $115.00 taken. First no one called and explained that they were not going to refund this. ALSO NO where on any for signed does it state that delivery charge is non-refunable even if it was NOT the fault of the customer. AFO Littleton again failed to communicate with customer and didn't even ask where the $70.00 should be subtracted from. My spouse called AFO littleton on July 2 or 3rd. We were told they had no IDEA why it was $70.00 short and that **** was not there that day and they would call us back. TWO!!!!! more days later, no response I called and spoke to ****. She agreed with me and told me that she would talk to her manager. She assured me that if she spoke to him that he would understand and refund us our $70.00 and she would call us back.!!!! Today is July 11th, no reply phone call and this is the response that is received!!! AFO Littleton never expresses that a "refused delivery" could received a $35.00 rebate and never communicated anything further. At this point, all I want is my $70.00 refund to my account and do NOT think after all the hassle that this company has bestowed on my family and EMBARRASSMENT and dishonesty, that we should have to wait 6 weeks for a mail in rebate. This store is in the wrong in so many ways and should refund us to OUR CARD our $70.00. If not this will be taken to an even higher authority, especially how AFO Littleton has divulged my personal family information over a publicly exposed WEBSITE!!!! Thank you AFO Littleton for embarrassing my family!!!! Business' Final Response /* (4000, 12, 2013/08/14) */ On 8/14/13 I called and left a message for **** ********* to inform her that we are going to resolve this issue with the requested refund. The message included my personal cell number so I can coordinate the requested refund of $70 back to ****, due to not being able to fulfill her product needs at time of delivery. Once able to communicate with **** this matter will be resolved.

8/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Installers forced the plug drain into the drain, causing a flood upon initial use and refuse to pay for the damage repair. On 7/5/13, Appliance Factory installed our office washer/dryer unit. Instead of removing the drain plug that was present upon their arrival, they forced the plug down into the drain. Upon first wash cycle, the office flooded and also flooded the suite below us. Our contractors were still in the building working on other suites so they were able to repair the damage immediately to prevent the flood from spreading. We are requesting reimbursement for the $160 plumbing bill-the plumbing had to be torn open to retrieve the plug-and for the upcoming dry wall repair and paint. We faxed signed statements to ****** ******** on 7/9/13. Appliance Factory sent someone out to investigate on 7/10/13-***** *******. Contractor ***** provided photos. We have called several times to follow up and have received no call back.

Desired Settlement: $160 for the plumbing bill plus the upcoming drywall repair and paint job.

Business Response: Business' Initial Response /* (1000, 6, 2013/07/31) */ Appliance Factorie Outlets position on this is that it was an existing issue with the plumbing and we can not assume responsibilty for this issue. Our initial reports from this customer conflicts with subsequent conversations. Witness statements were taken into consideration as was the delivery teams statements. Consumer's Final Response /* (2000, 12, 2013/08/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) The drywall bill is estimated at $150. A refund of the delivery and installation fees will cover that. Business' Final Response /* (4000, 10, 2013/08/08) */ Appliance Factory Outlet and Mattress, maintaines it's position. We cannot accept reponsability for the plumbing at this location. We will however refund the delivery and installation fee's as a gesture of good faith.Our position is based on the first report of the issue by **** **** and the following explanations offered by Ms. ****, not the teams statement.

8/13/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Selling damaged appliances as 'NEW' Selling damaged appliances as NEW... We had been warned about doing business with this place back in February, but we thought that those must have been exceptions rather than the rule and that if you spend $6000 on the top brand in the store you would get superb customer service. That may be true at most place my wife and I have done business with, but not with this company. Although there are several problems with the customer service in general we have experienced, the item I want to share is more serious in nature. It seems that there is a scam of some sort at the store on Garden of the Gods whereby they tell you that you can buy new product, or their 'out of box' specials at a discount that have minor dings which may or may not be visible. However when you specify clearly that want 'brand new' appliances they seem to be putting damaged goods in new boxes. When you attempt to call them on it they give you a run around saying that they are "ordering a new appliance for you" and they will "get back to you when it comes in so that we can deliver it out to you". However for us that was 100 days ago as of today with no contact, no updates.... so we went into the store to complain in person. But the amazing thing is that the new manager ****** tells us that he has no record of all of our calls complaining of the bait and switch and suggested that we dented the appliance ourselves! Because we don't have the name of the employee who worked there 100 days ago he says he cant help us and will have to "start fresh all over again on the issue". Now I have seen several examples of bait and switch in retail, but this one seems to be inherent to the Appliance Factory Outlet system.

Desired Settlement: replacement as they promised 100 days ago

Business Response: Business' Initial Response /* (1000, 5, 2013/07/30) */ First let me start with the facts in this case and that is that the manager for this location **** did in fact arrange for this unit to be replaced the day prior to this BBB notice. **** had no knowledge of this customer's issue that happened over 5 months ago until this past week when the customer brought it to his attention. **** gathered all the information he could about this issue that happened back in February 2013 and after his research agreed to replace the unit in question even though it happened so long ago. As for this customers claim of bait and switch and selling damaged appliances as new that is flat out untrue! Many retailers sell items new in a box that have damage and in every case we have the ability to claim that damage from the vendor so we have no reason not to take care of a customer that this happens to. We offer every customer an option with a new or out of box purchase and have no benefit in doing anything close to what this customer is claiming. This matter will be resolved once the customer has arranged for the exchange with the store.

8/5/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: They sold me units they stated were stack-able, they weren't. They stated all units are tested, they didn't work so clearly they were not tested. They sold me units they stated could be stacked, and they cannot. They stated they would deliver them between 730-930, they showed up at 2pm. They stated all units are tested before being sold, when tested while the delivery guys were their the washing machine leaked water all over my basement, the delivered guy stated the seal was clearly no good. So clearly they were never tested. They stated they would refund my money ASAP as I needed to buy a washer and dryer, I still have not seen my funds. They stated they would call with a confirmation on the refund, they didn't. They stated the sales person would call to apologize, he never has. This is a joke of a company. I need my money back, I need to be able to pay for a washer and dryer, and they didn't have to clean up the mess they left and ruined my tiles I had just laid down because I wasn't expecting water to get everywhere the same day they delivered them. This has cost me valuable time, money, and effort. I WANT this FIXED ASAP.

Desired Settlement: I want my money back, I want them to pay for the time it took me to clean up the mess, I want them to pay for the new tiles I'm going to have to lay back down.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/10) */ We have expressed our appology to Mr. ******** for the multiple complications with the product, delivery schedule and miscommunication on our part. We have also reselected a unit that is stackable, refunded his delivery charge and delivered another product to his liking. As far as I am concerned we have resolved the issues Mr ******** has brought to our attention. Consumer's Final Response /* (3000, 8, 2013/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Update: they did not submit my refund as stated, it took over a week to find out that no one submitted any refund, out of pure frustration and desperation for a washer and dryer I picked a replacement unit at a different location, these units were delivered. The dryer was clearly not tested prior as the temp sensor didn't work and it continued to get so hot it started melting my cloths, no I have a dryer that doesn't work. I requested this changed out for a new one, and to work with me the best they could on price, they were supposed to contact me Monday, as of wed, I still have not heard from them, again this situation is a joke, I've never worked with a more unprofessional company in my life. I still do not have a dryer that works. This needs to be escalated. Business' Final Response /* (4000, 10, 2013/07/22) */ July 11th 2013 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 RE: ********, ******* Case # 75199463 We have investigated this issue with the following results. We where able to make get Mr. ******** into a new washer and Dryer. He was refunded his delivery fee's for the inconvenience. He has requested we stack the unit's and we will schedule this for completion soon as the stacking kit arrives. We apologize for any inconvenience this has caused Mr. ********. We continue to refine and update our policies and procedures to provide the customer with above satisfactory service. Sincerely, *********** Appliance Factory Operations Manager Thank you,

8/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Work on dryer completed on 1/29/2013 failed next day, called back out for failure. Now after 5 months failed again,previous repair lasted 3yrs. On 1/29/2013 called for dryer repair, due to pinching of clothing and leaving grease stains. Had prior repair 3 years prior for same issue and they replaced felt belt and it worked fine. Repair guy replaces belt and charges $220.00 for issue. The next day, I try to dry laundary and it sounds like my dryer explodes so I have the tech come out again. The tech says everything is fine and to go ahead and use dryer. I do; however, after 5 months, the belt is destroyed along with the plastic guides around dryer and they want to charge an addition $275.00 for repairs. Call to complain to Manager and he offers $60.00 difference. Not happy. Ask to speack with owner and I'm told that he is a silent investor and that he has nothing to do with day to day operations and that "Merlin" is the head of the company and he is not willing to negotiate any further. For $495.00 I could have bought a new dryer. This is rediculous especially because the prior repair of the same part lasted 3 years.

Desired Settlement: I want them to pay for the labor and the felt belt replacement that was previously done on 1/29/2013 without charge to me as it obviously was not repaired correctly at that time. I am willing to pay for the additional plastic pieces that now need to be changed in addition to the belt; however, those plastic pieces were probably damaged in addition because of the improper installation of the belt on 1/29/2013. Would be happy with a full repair at no cost to me.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/22) */ July 22, 2013 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 Attn : ******************* RE: ************* A/k/a ****** Case# ******** Ms. **************, Thank you for forwarding the letter to us from Ms. *************. The letter stated her dryer has the same issues from a repair in January of 2013. I have investigated her history, the current repair is consistent with the previous repair. I contacted Ms. Duling and informed her that I could discount the service (parts and labor) to a total of $150.00. She was agreeable to this resolution. I apologized and informed her we would get her scheduled for service on Thursday 07/25/13. We continue to improve our procedures and process' to help ensure our customers received the best service available. We have investigated and we are working with the consumer to resolve this issue. Sincerely, ************* Brand Source Services Consumer's Final Response /* (2000, 7, 2013/08/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/2/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: We purchased a new washer and dryer and had it delivered. The washer has never worked and they are telling me I have to go through GE to get it repair I called GE and they said it would be next week before they could get someone out to look at it. They told me my option was to take it back. I called there "Presidents Hotline" number listed on the invoice because when I went back to the store to talk to the salesmen they said **** our salesmen wasn't working today and that I needed to call GE or wait to talk to him when he gets back. I left a message on AFO hotline number yesterday and a lady called me today and said the District Manager or a Store Manager would call me back by the end of the business today. we purchased this last Friday and it's been a week and I still don't have a working washer or any idea when someones going to contact me. This is 3 days now and nobody's taking me serious. I've only been able to talk to a salesperson who said she couldn't do anything for me and one PR person who called and said she couldn't help me but that I would be getting a call.

Desired Settlement: I want them to bring me out a new one and ASAP (Before the weekend) I have a family of six and they'er all home for the summer the laundry is building and we paid a lot of money to get this taken care of. At this point I would have been better off fixing the old one and saving $1,400.if they can't get me one brought out by the weekend I'm going somewhere else and buying a new set and they can come get theirs and return my money. I know that's short notice but I've been trying to resolve this problem since they brought it out on Tuesday.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/22) */ WE have spoke with this customer and offer him 2 option.1 to waited for service on tue the 23rd and we will add 2 years service warrenty at no cost .2 option is he will call us back and we will do the exchange on thursday for him.. Consumer's Final Response /* (2000, 8, 2013/08/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) The GE serviceman did come on Tuesday and said they would have to order the part and it would be a week so I called AFO and they did bring out a new washer and hooked it up and tested it before they left. This was has worked ever since.

8/1/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I had delivery issues, product failed, no help or an ounce of customer service, Still waiting on refund. I bought a fridge on May 26, 2013 rcpt #2200020280. The 1st delivery set for May 29 was botched due to "lost paperwork." ( meantime all my food was spoiling) 1 fridge worth of food lost..... 2nd delivery attempt is also messed up on May 30.. due to having my phone # wrong, even though on every piece of paper they gave me for the sale, it was right. I had taken off of work for both of the first 2 delivery dates they gave me and lost wages for it, as well as the 3rd date they finally got it to my home on May 31, 2013. 2 weeks later, shut down completely on me. I had just restocked the fridge and after going to the Appliance Factory Outlet for help, I was informed by Daryl they were not able to get me a new one for 4 more days. Even though I had already lost food from the first mistakes, they made absolutely no attempt to take care of the issue to try to help me save $300+ worth of newly replaced food. I was not issued a refund. I was informed they had to pick up the broken fridge before they would issue me a CHECK even though I paid with CASH....! They were not able to pick it up for 4 days. I needed a fridge so I had to spend $600.00 at Sears and they were able to have it delivered the next day to save the new food I had bought. So it has now been a week since they picked up the fridge and still no refund. Even though they have the fridge back, I am still waiting for the money they owe me. Now after yet more wasted hours of my life trying to get help, I am told it will take up to 30 days to get the check after Daryl said I should have it by the next week..

Desired Settlement: I need the refund of 434.34 asap. Not in 3 weeks or 30 days.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/01) */ The customer came into the store on Tues 6-18-13 and choose another refrigerator. The delivery was schedule for her on Thurs 6-20-13, within 48 hours. She then said that was not sufficient and asked for a refund instead. Per company policy a refund cannot be issued until the merchandise is returned. Also per company policy all cash refunds must be issued by form of check out of the corporate office. It is not common place to keep large amounts of cash in the stores. The return of the merchandise was schedule for 6-20-13, again within 48 hours. At which time the paperwork for the refund was submitted to the corporate office and a check is being issued to her. She has been completely informed of this. By 6-20-13 the customer could have had a new refrigerator in her home, however, choose another route to go. Complaint Response Date bumped because: Holiday Consumer's Final Response /* (2000, 25, 2013/07/31) */ I HAVE RECVD THE REST OF THE MONEY OWED FOR THE REFUND OVER A MONTH LATER. I WOULD LIKE TO HAVE THIS COMPLAINT ON RECORD TO SAVE SOMEONE ELSE FROM ALL OF THE PROBLEMS THAT CAN ACCOMPANY DOING BUSINESS WITH THIS COMPANY. Business' Final Response /* (4000, 23, 2013/07/30) */ Our records show that a check was mailed out for the refund on 7-23-13. If Ms. ******** has not received it we ask that she contact us directly.

7/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 5 weeks 3 service visits, three unreturned calls to the Presidents Hotline, lost service orders and long hold times, refrigerator still doesn't wk I have an extended service warranty. Frozen food of refrigerator works, fresh food won't chill lower than 43 degrees. Monday June 10 called for service (6 min hold time). Even though refrigerator was delivered to our new home, they didn have new address in their file. So I had to call Warrantech. I updated the address and placed the repair order. Tuesday June 11 I called Brand Source (4 min hold time), ****** said didn have the work order, she will call when they get it. Wednesday June 13 late in day I called Brand Source. ****** said didn have work order from Warrantech. On Friday June 14, mid afternoon, they called to schedule but said no service on Saturdays so first schedule time "in my area" was Tuesday June 18. I told her I would have to call her back because I had to rearrange my work. On Monday, June 17 I called to schedule (5 minute hold time). I told her Tuesday was alright but that I work an hour from home and requested early or late appt. I was told they would call tonight. Monday June 17 received a text message stating the technician would arrive 11a-1p. I replied to text and called leaving a msg that I cannot do 11a-1p. I also left a message on the Presidents Hot Line. On Tuesday June 18, when no one returned my message, I called the appointment desk (3 minute hold time). They said it was too late to change appointment time so I canceled. They rescheduled me for Saturday June 22. Late afternoon June 18, Merlyn called regarding President Hot Line message assuring me this isn"t how Brand Source does business and apologized. She said the original work order had been misplaced causing the delay. Wednesday, June 19, she called again with information for lost food. Friday June 21, **** repairman called for arrival time on Saturday and on Saturday showed to repair the refrigerator. He replaced a motor. By Monday, June 24, when the refrigerator still wasn't cooling, I called again. I ended up with a Thursday June 27 appointment. I called the President Hot Line again and left message. (No one ever called back). Two technicians came out on Thursday and adjusted the freezer door. We then left town for four days, returning July 2. The refrigerator was still at 40+ degrees when we got back. I called Brand Source who could not schedule third appointment till Monday July 8 because they were booked on Wednesday July 3, and closed for extended weekend. So I called the President Hot Line again. (no one ever called back). Monday July 8, James came out and spotted what was wrong within two minutes. He stated the part was in stock in town and he might be back Tuesday July 9 or Wednesday July 10. When no one called me, I called Brand Source on Wednesday July 10. ****** said they could schedule me for Friday. I told her I was not available Friday. She offered Monday stating they do not perform service on Saturdays. I told her I wanted to talk to her boss because I knew that was a lie. After being on hold for just over 5 minutes, she scheduled me for Saturday July 13. Three messages left with no response on President's Hot Line, two messages left with service desk with no return calls, one appointment scheduled during the only time I asked not to schedule (notified by a text I couldn't respond to), one appointment with no call the night before and one appointment that I had to call to find out what time they were coming. Hold times that are ridiculous, a lost work order, and a refrigerator that still doesn't work. And we are at 33 days. Ironically, I see all these issues in other complaints.

Desired Settlement: I realize Brand Source is under contract with Warrantech, so the money I paid for my service contract went to Warrantech. I have not paid anything for this repair since I am under a service contract. So a refund is not an option. For my lost work, aggravation, being treated rudely, unreturned calls and inconvenience, I think it appropriate for Brand Source to provide me with an additional two year warranty beyond my current contract with Warrantech. This does not cost them anything unless the refrigerator breaks down and it would satisfy me given the way I have been treated this past 4+ weeks.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/16) */ July 16, 2013 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 Attn : Ms. ******** ****** RE: **** ******* Case# ******** Ms. **************, Thank you for forwarding the letter to us from Mr. **** *******. The letter stated his refrigerator repair has been outstanding for 33 days and there has been a lack of communication with regarding the status of the repairs. I informed him that I have reviewed the history of his repair. I agreed that our communication regarding his repair has been poor. I apologized and informed him that we are working to get his repair completed. Mr. **** ******* stated that the technicians working on his unit have been diligent in their attempts to complete the repair. I informed Mr. **** ******* that we are unable to grant his request for a 2 year extension on his warranty, we do not have a product with that feature. I informed Mr. **** ******* that at this time we can move forward with our repair or I could contact his warranty company, Warrantech, and request another service provider to complete the repair. Mr. **** ******* stated that he working with our technician and will continue to have repair completed. We continue to improve our procedures and process' to help ensure our customers received the best service available. We have investigated and we are working with the consumer to resolve this issue. Sincerely, ****** ****** Brand Source Services Consumer's Final Response /* (2000, 11, 2013/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) ******'s response is correct and I have received the major compoonent agreements. And the part was installed on July 23 has repaired the temperature problem in the fresh food compartment. I am awaiting arrival of another repair kit to repair the damage to the fresh food compartment from the light bulb heat. Business' Final Response /* (4000, 9, 2013/07/24) */ July 24, 2013 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 Attn : Ms. ******** ****** RE: **** ******* Case# ******** Ms. **************, Thank you for forwarding the return letter to us from Mr. **** *******. We have been working with Mr. ******* to resolve the issue with his refrigerator, at this time a part is on order to complete the service. I spoke with Mr. ******* and informed him that I cannot extend his current warranty but could provide a 10 year major component warranty on each of his products purchased on 11/05/2011. Mr. ******* was agreeable to this resolution. The major component warranties have been completed and submitted. Please note the repair has not been completed and is ongoing. We will continue to provide service until the unit has been resolved. I apologize for the issues and problems that Mr. ******* has experienced with our company. Sincerely, ****** ****** Brand Source Services

7/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Installation of dishwasher was wrong. I called and left messages, & went in the store with concerns. They threatened me & told it was fine. I purchased a dishwasher 3/20/13 model ************ serial #z******, it was installed a couple of weeks later. The dishwasher did not function correctly from the time they installed. I called the store on Garden of the Gods (COS) several times and never received a call back. I went into the store, and they said that was just how that dishwasher was made, and he threatened me that if I was incorrect and there was no problem that he would charge me extra. They sent out an installation guy to fix it and that did not work. Then I called GE as a last resort, they sent a man named Ira, who completely re-installed the dishwasher correctly. Now it works perfect. I want the initial installation fee of $160 refunded. I never received an apology for the threats they made to me. Their customer service after the sale is awful.

Desired Settlement: Refund of the installation fee of $160. The installation they performed was incorrect. They did not offer to fix the issue. I had to resolve the situaion through the maker of appliance myself without their assistance.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/11) */ I am very sorry you had a bad experince at our colorado springs store. I appreciate you coming to us with this complaint. Without customers like you we wouldn't be able to make our business better. I am very sorry you feel like you were threaten. I would be happy to refund your install if you can provide documentation from GE that it was an install issue. Our working releationship with GE is if they find an install issue they contact us and will ask us to fix it. Usually the only time they fix the appliance is if it is a manufacture issue.

7/11/2013 Problems with Product/Service | Read Complaint Details
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Complaint: After repeated attempts to contact this company in order to reach a resolution we stopped payment on our credit card. We, and the credit card company have received no acknowledgement of this action. After 4 months of no response, we received a threatening letter from ****** ***, General Counsel. This letter is the first communication from the company and is in no way beneficial to the situation nor does it entice me to reverse charges. It has been since March 4, 2013 until June 25, 2013 with no communication from the company and they are demanding action now. Despite my SEVEN attempts to contact them, they seem in no way willing to make my experience any better. This is a deceptive company with very poor customer service and even worse attention to detail and follow-up. I stopped payment with my credit card on March 4 and they continued to not respond to my, or my credit card company's repeated attempts to remedy this situation.

Desired Settlement: At this point, we expect our concerns to be finally resolved and that we receive an appropriate price adjustment based on the length of time this company has failed to respond to our attempts to communicate. I also wish to ensure that after resolution, AFO will no longer contact me regarding this issue and they will in no way report a problem on my credit.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/08) */ We will need time to research this matter further and will respond accordingly based on our findings Consumer's Final Response /* (3000, 10, 2013/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) After speaking again with our credit card company, we have learned this matter had been finalized and no further action will occur on our part. Business' Final Response /* (-10, 8, 2013/07/09) */ (10) Without any notice to AFO, on April 1st Ms. ******** contacted her credit card company and withheld $5,236.03 of her $10,472.06 purchase. (11) On April 3rd, AFO, unaware of Ms. ********** withholding $5,236.03 of payment, delivered the remaining appliance as promised. Ms. ******** accepted. (12) Around April 9th, AFO was notified by Ms. ********** credit card of the $5,236.03 that was withheld. AFO called Ms. ******** to demand payment, but did not reach her. (13) Ms. ******** did not return AFO's call. (14) On June 25th, Ms. ********** invoice was over two months old. As a result, AFO's legal department sent Ms. ******** a legal demand for her to pay AFO $5,236.03 or AFO would have to take the matter to Court unless Ms. ******** paid the $5,236.03, without any interests, fees and costs, by July 15th. (15) On June 29th, Ms. ******** wrote AFO a three-page letter responding to AFO's demand. In it, she does not dispute she received the appliances she ordered. She also stated that she would contact AFO's collection specialist by June 25th to resolve the matter. (16) To date, Ms. ******** has not contacted AFO or paid AFO. As a courtesy, AFO will extend the date for Ms. ******** to pay AFO from July 15th to July 22nd. AFO expects to be paid for the appliance Ms. ******** ordered and paid for. Otherwise, AFO will be forced to take the matter to court as this is a legal matter, not a customer service issue.

7/10/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Improper installation of a Gas Clothes Dryer. Numerous conversations with the store personnel and their service/repair department has resulted in the usual "run-around". Everyone says they will get back to me, but no one does. 1. Installer used flexible foil duct. Manufacturer's requirements prohibit this. Must use rigid aluminum or galvanized steel. 2. The Flexible foil duct that was used is kinked and crushed. Manufacturer's requirements prohibits this. 3. Installer forcibly bent the existing duct they were connecting to. This created a 2" x 1/2" unsealed "fish mouth" gap in the duct-work; exhausting into the laundry room. Manufacturer's requirements state not to do this as this could cause a Fire Hazard from lint expelled by the dryer. Note: The installer turned the dryer on when they left the house. This venting leak caused the house smoke detector to subsequently alarm. 4. I have photographs documenting these conditions.

Desired Settlement: Repair the installation using proper materials in accordance with the Manufacturer's Requirements and applicable Building Codes.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/17) */ A delivery team returned to Mrs. *********** residence and installed the duct work to her demands. We will return her fee for flexible metal venting today 06/17/2013. Per our conversation the dryer is now hooked up to her standards. We are also refunding her insatll fee of $35.00. Consumer's Final Response /* (2000, 11, 2013/07/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) The refund I required was because they charged me for parts that were not used/needed. This was a standard installation. Their initial installation was improper per both the manufacturer's requirements and local building codes. Receipt of the refund was slow in arriving, but did finally show up on my credit card. The driver, his helper, and the office personnel were very surly to deal with. I do not recommend doing business with these people. Nevertheless, the installation is complete and the credit has been received. I'm done with them. Business' Final Response /* (4000, 9, 2013/06/26) */ A credit was issued to Ms. ********** for the agreed amount (18.95+tx) with an additional $35.00 for her installation which was not discussed but we felt it was appropriate due to Ms. *********** dissatisfaction. We refunded her more than agreed upon and reurned and installed the venting to her requirements. We covered the labor and parts for this even though the driver explained initially that she would need additional parts and labor due to her venting on her home and that was not included in a standard installation. I placed multiple calls to the manufacturer concerning this but I have not received any return calls. Complaint Response Date bumped because: Holiday

7/1/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: By a washer and get a dryer for free on selected items. On April 30, 2013 (Problem/Purchase Date), my husband purchased a washer/dryer combination based on the advertisement on their website. This advertisement stated, "Buy a washer, and get a dryer for free on select items." When I saw the invoice, I noticed that we did not get the dryer free. I shopped around on the internet to see if we got the dryer free, only to discover that we did not. I called the store to try to resolve the issue and the store manager informed me that after all the rebates the dryer becomes free. On the receipt, the dryer has a purchased price of $599.99 and we only received $200 in rebates. We emailed corporate with the issue/problem and the district manager (DM) had issues about returning our call. Therefore, I called the presidents hotline and finally my husband talked to the (DM) and he stated the dryer is free, based on the suggested retail price and manufacturers rebate. According to the DM, the suggested retail price is $1799.99 and we paid $1299.98. Per the Sears website, we could have purchased the same washer/dryer combo for only $150 more and still received a rebate for our city. Nowhere on their website did it disclose that the dryer was free, based off the suggested retail price and rebates. The DM tried to resolve the issue by giving us a $50 gift card which my husband accepted not really understanding the entire issue at hand. I still do not feel like the issue has been resolved. We received another call today asking if we feel the issue has been resolved. I called ***** back to discuss the matter further; she said that she would talk to the DM and have him call me. She then called back about an hour later and told me that the DM would do nothing more to resolve the issue because he feels like he resolved the issue with my husband. I work in retail and when a company offers something free, it needs to be given free. I understand that after rebates it can technically be free. We are still missing $400 based on their advertisement. Now we are contacting you with the hopes of resolving this issue. We opened up an account with them, so if they can credit $400 back or write us a check, we will be happy. We were hoping to continue doing business with them, as we are new home owners and in need of other appliances. After today's events (May 14, 2013), we will take our business elsewhere. I will be more than happy to return the washer and dryer, however, there is a 25% restocking fee. The washer's model # is FAFW3921NW ($699.99) the dryer's model # is ********** ($599.99). Invoice # is **********. Customer ID # is **********. Sales Representative is Jay, The store manager is Erik, and DM is Dante. Appliance Factory Outlet should not be offering promotions/pricing that they cannot honor.

Desired Settlement: I would like $400 credit back to the credit card or a $400 check.

Business Response: Business' Initial Response /* (1000, 5, 2013/05/16) */ To Whom It May Concern: As stated by Mrs. ****, the MSRP of the specific laundry pair that she purchased (FAQE7021LW & FAFW3921) is $1799.98. The price that she paid after a $100 water rebate and a $100 mail-in rebate was $1099.99. As Mrs. **** stated, we base our free dryer promotion price off MSRP of the pair. Here is how the math works: $1799 pair MSRP - $599.99 dryer price $1,199.01 We are selling the pair for $99.02 less than that. I understand that Mrs. **** price shopped us with Sears and discovered that they do not use the suggested MSRP. However, our price is still $150 less than what they are selling the same laundry set for. Mrs. **** has been given an additional $50 gift card because of their Consumer's Final Response /* (4200, 11, 2013/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) You just claimed that the ad read 'We advertised the washer for xdollar amount and you get the dryer for free.' The washer was listed for $999. Therefore we should have gotten both washer and dryer for that price. I understand that the free item may not show $0 on a receipt. I even checked both washer and dryer to see if that is why the receipt didn't show it was free. If the company stands behind their ad we should've gotten the washer for $499.50 and the dryer for the same amount. We ended up getting the washer for $699.99 and the dryer for $599.99. Totalling out to $1299.98. If you include the $200 rebate that means the company owes us $99.98 instead of $400. Business' Final Response /* (4000, 13, 2013/06/17) */ Appliance Factory Outlet follows all advertising regulations and are currently at an impasse with the customer and would like to apologize for not being able to meet this customer's expectations.

6/18/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have made many phone calls about the problems with the dishwasher. I have had two service calls, and the pump has been replaced. Still, there is a loud sound as water discharges. There is scum on the bottom of the machine despite using all the products recommended. Dishes are often not cleaned and filmy. With the first few cycles, there was a thick, black, dirty gunk that oozed out from under the door seal into the washer which has led me to believe that is a rebuilt unit. The door is not sturdy and hangs up on closure. When asking for help to resolve, I was told toquot Put it on Craigaposs List and when sold, I would get a discount on new productquot. Very unprofessional response. I called the company hot line and my call was never returned by corporate.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Refund purchase price and remove the machine.

Business Response: Business' Initial Response /* (1000, 5, 2013/04/25) */ The dishwasher was purchased on 7/23/12 and is still under manufacture's warranty. The customer has had two service calls and the manufacture has stated the unit is functioning to standard. If the customer still feels that the dishwasher is malfunctioning they must call the manufacture, get an additional service call and we will assist with the escalation process through them. Appliance factory is committed to helping this customer get this issue resolved with the manufacture and will provide any assitance the customer needs. Consumer's Final Response /* (4200, 11, 2013/05/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not choose to contact the local store here at this point. I have called the service provider A and E, but they do not call back readily. I waited 5 days last call, and the time given I was unavailable due to work. I called this week, but have not heard from them. I wish to have the service call and depending on their assessment, go from there. I have a box of filthy dishes with caked on food to show the representative. Fresh from the dishwasher and totally unacceptable by any standards. There should be no question that this machine is a lemon. Since the store has not wished to help in the past, I will deal with them only if the service call is unsuccessful in resolving my issues. Just as a point of fact, it will be my 3rd service call, however I have not saved the dirty dishes in the past. They should substantiate my issue. Complaint Response Date bumped because: Holiday Business' Final Response /* (4000, 13, 2013/05/28) */ Appliance Factory Outlet has left a message for ***** to contact our District Manager(******* *****) @ ************ and once the 3rd service call is complete and we get the report we will help ***** in escalating this with the manufacturer.

6/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They called me 4/3 To tell us our warranty was running out 4/15 I told them I had issues. They referenced the following *************. No Follow up They called me to tell me warrenty was expiring, I told them that the rotator arm where the water comes out , kept falling out every time we opened the thing and the rack was rusting. The person told me it sounded like they would have to Replace the Dishwasher and that if they do not have the dishwasher in stock that they would issue a check for $219.00. They told me I would get a call shortly from a technician to schedule an appointment. Then some guy called from an Appliance Repair Service in Greeley! We are Clear on the Other end of Colorado from Greeley, we are closer to Castle rock. Well at this point I think they have dropped the ball. It has been over a month and No one else has called us back. We have called several times and were told to contact ******** ************. I have left several voice mails with No Response. I feel like they just want me to Go Away. I would like the Check for $219.00 so that I can take it Elsewhere and get a new Dishwasher. 4/23 call to svc ctr to set appt. Wrong service ctr located in Greeley. told that I would have to go to store on Santa Feel to get credit. We drove down there and they told us to call ********. 5/17 I spoke to ************* and he said he would talk to ********. Finally they told me that they had to hear from Warren Tech before they could issue the check. And it was then that we gathered it all and realized the Wrong Service Center had called, and they needed to hear from Warren Tech before they could Issue the check. I personally called Warren Tech and let them know what happened and have still heard NOTHING! I SPOKE TO ****** at Warren Tech, ***********. She said shewoud send the info right over.

Desired Settlement: I just want the Check for $219. So I can go to another store and spend it on a dishwasher. I do Not want a Store Credit, I do Notwant to do business with them anymore. I want to have a Dishwasher that Works. I had a Warrenty and they Should Honor it.They Called Me!

Business Response: Business' Initial Response /* (1000, 5, 2013/06/05) */ Appliance factory outlet understands where ***** and *********** are comming from.The hard part is that the warranty company is a 3rd party company so there is only so much we can do. AFo has been trying to get the check from them in the fastest manor we can, But since they are 3rd party we can only do so much. We are so sorry for all he headaces it has caused. We will stay with this unil ***** and ***** are happy. Thank you

6/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: waranty is not being honored in a timely manner dealing with this since October 2012. Fridaire Washer Report problem with washer FAFW3577KA1 #4CXXXXXXXXX in October 2012 Brand Source has sent people out at least 6-7 times never being able to fix problem company had big turn over lost all service people. Now has turned over to Warantec to replace washer since it is not fixable all paper work was sent from Brand source to Warantec with a authorization number#XXXXXXX-XX-WWM Christina with Appliance who sets up the release of the new washer said she has no information on this matter **** not return my calls her # is (XXX) XXX-XXXX I just want my washer replaced I think I have waited **** enough and nothing is being done. I guess my next step finally **** be to get a lawyer and have all companies involved Appliance Factory Outlet, Brand Source, and Warantec be sued plus legal fees. My wananty runs out December 2014 and this matter has gone on for eight months.

Desired Settlement: replace my washer with a new one this obviously is a lemon and cannot be fixed. If this is replaced that it will have the warranty extended for time lost not being fixed. I paid for that extended warranty. I will never purchase any product from them again or refer anybody to purchase any product from them.

Business Response: Business' Initial Response /* (1000, 5, 2013/05/22) */ Yesterday we went and sent ***************** her exchange washer. I was delivered and Installed. It Is working good. We are sorry that this caused so much hurt. Consumer Response /* (-5, 10, 2013/06/15) */ Documents scanned

6/14/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Used refrigerator sold does not work. AFO will not do anything to stand by their work. Refrigerator was bought prior to a house purchase. I did not close on the house on the expected date, so the unit was stored (upright, indoors) until the house was purchased. It now turns on and runs but won't cool anything. I was not able to try it out within 30 days of purchase and have made it clear I don't expect a free replacement; I would like AFO to stand by the fact they apparently tested it ("P60 11/13/12 and ***** 11/14/12" are written on the back of the unit). Since I stored the unit responsibly, I can only assume that the refrigerator would not be working now even if it had when I bought it. After several unsuccessful attempts to contact AFO, I was finally referred to *****, the head of the used appliances department at the Colorado Springs store. He did absolutely nothing to extend anything that could be construed as customer service. I am not looking for a free handout here, I am simply asking that AFO stand by the used appliances they test and sell. As it is now, I have a refrigerator that is unusable that I will now have to spend money to get rid of... This was sold to me as a working appliance.

Desired Settlement: The requested remedy is that AFO show they stand by the appliance they sold to me as a working unit: Take the defective refrigerator back and sell me a like unit at a discounted price (half??). I did not meet the requirements of the 30 day guarantee but I think they should stand by their work either way. This unit was stored responsibly after purchase, and is still in exactly the condition it was when I bought it.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/11) */ AFO would be happy to work with ******** regarding her purchase. ***** ********* and **** ****** have left message's to work out the details. AFO would be willing to take the old unit back and work on selling another used product at a discounted price. Consumer's Final Response /* (2000, 7, 2013/06/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a voice message on my phone today 6 13 2013 from **** ******. This is the only attempt AFO has made to contact me regarding the fridge I bought that does not work. I called ***** ********* and spoke with him on two separate occasions with assurance from him that I would be receiving a call back regarding this manner. I never did. When my fiancé ****** called back a third time about this issue he was told by ***** that they were not going to do anything because I did not purchase an extended warranty. I understand that if a company is going to sell used appliances, issues may result, but as a company that stands by its word (as any and every company should) if the unit is not in proper working condition some sort of compensation should be made. ***** ********* made no attempt to work with me the buyer, ******** ******. I recently purchased a home for my family of five and have no working fridge. This is an issue for me, as I purchased one prior to moving into the new home believing I was successful at providing for my family with basic necessities. I will be planning and will work out bringing the old unit back to AFO and purchasing a new one at a discounted price. Thank you for your response **** ****** as it is the only response I have gotten during this struggle.

6/10/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called Brand Source to come determine why the ice dispenser on my refrigerator did not dispense ice although it made ice and continued to provide water. The technician came and after conducting some tests concluded that the problem was the circuit control board. I suggested to the technician that I thought it to be the motor which operated the auger to dispense ice. He told me could not check the motor and confirmed that the problem was the circuit control board. I paid for the $54.95 service call. I then bought a new circuit control panel and put it in but the dispenser still did not work. I called Brand Source again and explained the problem again. They said that their only recourse was to have the technician return and diagnose the problem again---AT THE COST OF ANOTHER $54.95!! I reluctantly agreed and the technician returned and after some testing concluded that the NEW CIRCUIT BOARD WAS ALSO FAULTY!! I paid another $54.95 for the service call. I then purchased a brand new auger motor and put it in the refrigerator. THE PROBLEM WAS SOLVED!! I then tested each of the 3 control panels with the new motor and they all worked fine! THE MOTOR WAS THE PROBLEM FROM THE BEGINNING!!I called Brand Source Corporate office and spoke with Merlyn Ballow and CEO Chuck Ewing and requested that I be reimbursed for the 2nd service call and also the cost of the circuit control board since their tech had mis-diagnosed the problem causing me to purchase a $112 item which I did not need. Each declined to honor my request. Mr Ballow in his declining the request for re-imbursement based his position primarily on the fact that they "do not guarantee their service." I feel that Brand Source owes me for the cost of the circuit control board and the 2nd service call.

Desired Settlement: DesiredSettlementID: Refund Refund of the 2nd service call and the cost of the circuit control board.

Business Response: Business' Initial Response /* (1000, 5, 2013/05/23) */ Technician did go out and diagnose faulty circuit board. Customer declined repairs and opted to order parts and complete repairs self. However, faulty circuit board might not have been the only defective item but without replacing circuit board, testing for additional faulty components would not be possible. Brand Source do guarantee repairs for 90 days but cannot guarantee diagnostics only as additional repairs might be required and only become obvious once initial repair has been completed. Brand Source can also not be held responsible for parts ordered from an outside vendor or for incorrect installation or repair by unqualified and untested persons. Brand Source can also not be held responsible for any repairs done without technician present as there is no proof or witnesses to these events and this can expose the company to numerous and costly cases of fraud and false claims.

6/10/2013 Problems with Product/Service | Read Complaint Details
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Complaint: ***** ice maker ordered from them has continutally been broken. Advised that they needed to replace. Item had not even been ordered after 3 weeks. My husband and I purchased a ***** Ice Maker (************) on 10/26/2011. The store recommended the product to us after researching the it. When delivered the product did not work. We contacted the servicing department who stated that the control board unit was not working. We had to order it and it did not show up until 12/06/11. The next time we had a problem we were advised that the flow meter was bad. On 4/30/2013 the ice maker again stopped working. The technician from D3/A-OK Appliance Services came out. He left after an hour because it was running warm and not generating ice, the unit had lost refrigerant thru evaporator. The unit had a sealed system leak and is unrepairable per *****. We called ***** directly for the replacement but because we purchased through Appliance Factory Outlet, we were advised we needed to go through them to get the replacement. This process was started on 05/03/13. On 05/04/13 my husband went into the store as directed to get the process under way with them. He was given *********'s phone number at the warehouse who deals with returns. After being referred in a circle, he was advised to reach back out to the store. ******** called the warehouse and began the internal process to exchange the item and have a new one ordered. He said he would get back to my husband the following day to have a resolution. Two days later he was told that it was with the purchaser to have it ordered. On 05/10/13 we had still not heard any additional information on the replacement. I called ******** to get tracking information on the new unit from Appliance Factory Outlet and they advised that they did not start the ordering process yet because they needed an RA number from *****. I advised that I was very disappointed and was shocked that this had not already been taken care of. After talking to ******** multiple times on 05/10/13 I decided to call ***** and have a case openned on their end, Case number *****. I spoke with ********* in Ontario, Canada who was shocked to hear all we had gone through saying that they still didn't have documentation saying that the machine wasn't repairable and would need to be replaced. She called the store and spoke with ********. ******** gave her *********'s number and email at the warehouse. ********* told me she called first and couldn't get through so she emailed ********* on how to get the RA# from *****. By then ******** had called me back and left a message on my phone saying that because we had been through so much that the corporate office would be willing to grant me a refund. We declined this because the company would now have the ability to order a new ice maker for me and I should receive it in 10 days. I called on 05/15/13 to check to make sure that it had been ordered. They advised they still didn't have an RA#. They blamed ***** for this. By this time I had submitted multiple complaints with Appliance Factory through their President's Hotling at ************. I called the store back looking for ******** but got *****. ***** was great. He took ownership and researched my problem. I did tell him I wanted to file a complaint on ******** and the Manager, Nick. He emailed his director of his store, Todd. Before ***** knew that Todd had called me back, ***** had already received approval to refund me the money from Corp. All I had to do is come in or give him my card over the phone. On my way to the store Todd had called me back and told me that I should have the guys look for another item for me. I told him I didn't think I would ever buy anything from them again. When I talked with my husband he said he would rather cut ties with them since they said they had approval to give me my money back. Nick ran the refund on to my debit card for the $1008.41. Later that night I received a voicemail from Tood saying he cancelled it because that wasn't part of the deal and if I wanted a refund I needed to go to *****. Obviously, ***** wouldn't be refunding me the full amount.

Desired Settlement: Since they had already agreed to refund my money to my debit card, I would like the refund. I am happy to bring the Ice Maker back to them, but I do want confirmation that they will not be cancelling my refund. I spoke with two different sales reps that offered this to me and because the director is upset that I escalated to his level and complained about the poor service his company provide, he has refused to provide the refund. Since Danby is in Canada he would expect me to ship it to them to receive wholesale refund from them. I have since ordered another Ice Maker from another company based on the refund that went to my debit card, during the time he had left me a message saying that he cancelled it. This was approved by corporate John O'halleran per the voicemail from Sterling on 05/10/13, which I can provide a copy of if it is necessary.

Business Response: Business' Initial Response /* (1000, 5, 2013/05/23) */ we have refuned her money back on 5/21 per ***** and our company agreement

5/31/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased Washer/Dryer from AFO. 2 weeks later washer was not washing as I expected. I wanted to return the washer but keep getting the run around Purchased ***** top loading washer on 2/28/13 using their financing plan. 2 weeks later, I noticed that I had to keep washing clothes to get them clean. In addition, some items were ruined. ************** had suggested calling Whirlpool to have them service the machine because it should not function that way. I had the service man come out and they said all of the components were working correctly. I called Laura back and told her what the serviceman said and told her I still want to return the washer. From there, I kept getting the run around, I waited a month for Laura to get back to me, just to say contact Whirlpool. I contacted whirlpool and they said to work with AFO. I requested a manager to contact me, but nothing has happened. I want a full refund for the washer/service plan, and delivery. I do not want store credit. On the receipt, the customer ID# **********, invoice # **********, The make/model of the washer is Amana/NTW4750YQ As indicated above, I am willing to speak to the media concerning my complaint

Desired Settlement: I want the full refund of the washer, deliver, and warrantee

Business Response: Business' Initial Response /* (1000, 5, 2013/05/07) */ AFO empathizes with *************** Whirlpool washer performance issue and apologizes for any inconvenience this may cause. AFO is leveraging our position with Whirlpool to help resolve *************** complaint. Whirlpool is responsible for repairing or replacing units under their Limited 1yr manufacturer's warranty. Unfortunately Whirlpool service has deemed the unit to be functioning properly and without defect. We are sorry ************* is unhappy with the performance of his Whirlpool washer. AFO will continue to fight on *************** behalf to get a suitable resolution for all parties. Whirlpool has offered a 20% discount credit toward the purchase of a new washer but refuses to authorize a full refund or credit to ************* or AFO. AFO will communicate any changes in Whirlpool stance on this issue. Consumer Response /* (3000, 12, 2013/05/31) */ AFO solution was unsatisfactory

5/29/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Bought LG washer and dryer. Extremely unhappy with how they work and let them know immediately. I have no return rights according to AFO. Although I do have the specific information, at this time I would just like to know the rules/expectations for buying appliances, being unhappy with them, and returning them. I was told by Appliance Factory Outlet that since my water, clothes and soap were used, they could not do anything. How is a consumer to know if the machine is unacceptable if you cannot try it prior to purchase? The washer is so overly powerful that it wrinkles clothes badly and spins so hard, the dyes bleed on to each other.

Desired Settlement: Since I contacted them within a few days of using the machines, I expected a full refund. Instead, they suggest I sell the set on Craigslist and take the loss. The manufacturer, LG, has not responded to numerous calls and a letter.

Business Response: Business' Initial Response /* (1000, 6, 2013/05/14) */ Appliance Factory Outlet would like to apologize that the customer is not happy with their products and will assist in escalating this with the manufacturer for them. The customer has had 2 scheduled appointments with LG and the units are working to manufacturers specifications. We will certainly help the customer in escalating their claim with LG but cannot take back used product unless the Manufacturer deems it malfunctioning or is not repairable. We have offered to help ***** with other solutions... Even selling her new units at our cost , but we cannot take back used products, as the manufacturer has not found any problems. Appliance Factory has exhausted all of it's resources and we are currently at an impasse with the customer.

5/24/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Lower advertised price, went in store for adjustment, left copies of receipt and credit card, no adjustment made. Called 4/3, left name still no credi Purchased washer and dryer 3/4/2013, was told 30 days if lower price they would refund the difference. Went in store 1 week later with ad, Manager not available to issue credit, left copy of receipt and credit card, received credit card statement, no credit issued. Called 4/3/13 spoke with Erik, Manager not available, said he would make sure I was taken care of, no phone call, no message and no credit. Received credit card statement 5/2/13, still no credit. emailed Appliance Factory Outlet and called President hotline but still have not heard from them

Desired Settlement: I would like my $60.00 refund + compensation for their dishonest practice and failure to properly take care of the situation in the first place

Business Response: Business' Initial Response /* (1000, 5, 2013/05/07) */ Unfortunately, during this time there was a management change and this ad match was not completed. When I became aware of the situation on 5/3/2013 Mr. ****** was immediately refunded. I apologize for the inconvenience this caused the customer and AFO and I stand behind our price guarantee. Consumer's Final Response /* (3000, 7, 2013/05/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I partially accept resolution. After writing the BBB and Appliance Factory Outlet I again contacted the local store, another 45 minute wait while they "investigated" my complaint. Several trips to the store, phone calls and emails they refunded my $60, no compensation for interest on my credit card and my time and frustration to resolve the issue. I pay my credit cards off every month and had to pay interest while waiting for Appliance Factory Outlet to issue the proper credit Complaint Response Date bumped because: Holiday

5/14/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: My LG dryer broke about a month and I've taken three days off to be available for repairs. I need my dryer repaired in a timely manner. Still broken Cannot seem to get reliable service from Brand Source. I am lied to constantly. Voicemails go unreturned. Wrong parts are ordered. Brand Source gets parts in but doesn't bother to call to schedule repairs. I have to constantly contact them but if I leave a voicemail it never gets returned. Even though they understand and apologize for errors, they in no way make any attempt to work more efficiently toward resolving this issue. Now three and a half weeks without a dryer they have Hopefully managed to order the right part. But now I have to wait Another five days for them to get out to my house to repair this dryer. This is in no way a priority for them at all. Perhaps their dryers are working. I despise being lied to and I despise this constant inefficiency. There have Got to be people and companies who are honest and reliable. Brand Source is not one of them and in my experience, neither are the people they hired.

Desired Settlement: I would love for Brand Source to take this seriously and stop putting me off for weeks with a broken dryer. I would love to see less flippancy about this problem and a serious response. Please fix my dryer like you're supposed to. Stop wasting my time. I've taken three days to be fully available for your techs. My time should count for something too.

Business Response: Business' Initial Response /* (1000, 5, 2013/04/29) */ April 29, 2013 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 Attn : ************ - Lead Trade Practices Consultant RE: *************** Case# ******** Ms. ************, Thank you for forwarding us the letter from Ms. ***************, she is stating that her dryer is not repaired and that she has been receiving false information from the office. We have investigated this service call with the following: I verified Ms. *******'s dryer has not been repaired and that the information she has left has not been responded to accurately. I apologized and verified she has been scheduled with a senior service technician for April 30th, 2013 to complete repairs to her LG dryer. We apologize for any inconvenience this has caused Ms. ******* *******. We continue to refine our procedures to provide our customers with dependable and exceptional service. Sincerely, ************* Brand Source Appliance Service & Repair

4/26/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Purchased 4 new appliances for $4,159 (including tax,shipping,warranties). Stove arrived damaged,we notified store & sent pictures. Of 4 new appliances we purchased on 2/15/13 totaling $4,159.59, our new GE stove arrived DAMAGED, as if something heavy was dropped on it, touch control panel pushed backwards; left side of stove frame bent outward, and bent frame (like forklift lifted from behind)-Cost of Stove $799.55 + $179.00 warranty. Store represented we were buying new appliances in box on day of purchase-stove had marked notation on back "out of box 1/28/13" -Call made to store salesman *** ********, who stated, we had "full knowledge we were receiving some out-of-box items which may be damaged." We responded, we had no knowledge, were never told this, we were told they were "NEW APPLIANCES" and in addition sold us (2) 10 year extended warranties to cover appliances. All appliances came boxed, with no damage to boxes on wooden pallets from FEDEX Freight to our home.

Desired Settlement: On 2/21/13 we received via FEDEX Freight shipper four(4) new appliances ordered from this business, purchased on 2/15/13, totaling $4,159.59 (including tax, shipping, warranties). All boxes were UNDAMAGED, wrapped and on wood pallets upon delivery. After unpacking stove -we observed damaged along left side, touch control panel shifted out of place, back frame bent. We took photos, contacted sales rep (*** ********) who asked we email photos,with explanation of each picture. WE DID THIS. After 2 days no response from store or sales rep. We called, they said "sales rep" is off today and we have to wait, called next day 2/26, rep stated his Dist. Rep would be in store on 2/27. No call, we called 3/1 and sales rep stated, "you knew when you bought these appliances, some might be OUT-OF-BOX and damaged, because I told you this, when you bought them." I stated "we in no way would have bought damaged appliances, or purchased 10-yr extended warranties on them; we were told every appliance is new." On day of purchase we asked rep, "should any of these be discovered damaged, what SHOULD we do?" Sales Rep *** ********, stated, "just let me know, & I will take care of it." We have asked that this damaged stove be replaced with the SAME STOVE, WITHOUT DAMAGE. We purchased by influence of store (2) 10 yr extended warranties on our GE Brand and Kitchenaid Brand appliances. The stove with damage will not be covered under warranty for any performance issues as a result of this damage. We were made to believe we were buying new, undamaged appliances, instead we received new DAMAGED products. We request a full replacement of the same stove with an intact 10yr warranty with no additional cost to us, and our existing damaged stove be picked and brought back to store.

Business Response: Business' Initial Response /* (1000, 5, 2013/03/07) */ At AFO we sell all new product with full warranty. We have the option to purchase "as-is" items that are still new with new warranty but have cosmetic blemishes. Our customer in question chose to purchase 4 appliances from us, 3 of which were from our "as-is" selection including the range they are concerned with. The pictures sent showed minor cosmetic damage as expected based on the quality control condition description for the item purchased. In any case, we do not want our customer to be unhappy so we have offered them to replace the unit at it's original value and apply that to a different stove of their choosing. We hope that between clearly communicating the conditions of the sale again and offering this swap if need be should resolve any lingering issues. Consumer's Final Response /* (4200, 15, 2013/04/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) unresolved issue as stated before, in order to receive the same stove in 'undamaged condition' we would be responsible for the difference in price (since this was on sale for President's Day) and shipping $$$ to our address 100+ miles from store... We continue to be greatly disappointed in the business practices with bait & switch tactics of this store. We as return customers should not have to spend any additional monies out of pocket. this complaint will remain UNRESOLVED at this time. Business' Final Response /* (4000, 13, 2013/04/16) */ We would like to again extend the full credit paid for the item in question to our customer for their range that is admitedly being used for its intended purpose without failure or faulty performance. Ultimately we want our customers to be happy with their purchase. They may chose any range of equal value or greater (with payment of the difference) to swap into. We will make sure to reach out to the customer to be sure it is very clear that we are still interested in resolving their concerns as outlined above and previously. The product was delivered by a third party shipping company and the product was signed for as "Good Order: No Exceptions" by the customer so it appeared to us that the product was delivered as expected from the beginning based on that and other information covered throughout this process. We apologize for any inconveniences to the customer and are happy to get this resolved for them.

4/22/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: The ordered the wrong part for my stove. Now they refuse to order the correct part & won't give me my money back. Paid for part on 3/12/13. Called and told them the cook top they ordered was black & I need a white cook top.Wrong part arrived on 3/19/13. At first they wanted to collect a restock fee because I didn't want the part. Now they still won't give my money back so I can buy the part elsewhere.

Desired Settlement: $263.00 USD

Business Response: Business' Initial Response /* (1000, 5, 2013/04/09) */ April 9th 2013 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 RE: ************************** We have investigated this issue with the following results. After investigation Mr. ***** refund has been used on his Credit Card and the remainder paid in cash has been submitted remainder to our corporate office to mail a check. Appliance Factory is always willing to order the correct part or refund if unable to locate the correct parts. We apologize for any inconvenience this has caused Mr. *****. We continue to refine and update our policies and procedures to provide the customer with above satisfactory service. Sincerely, *********** Appliance Factory Operations Manager Thank you, Consumer's Final Response /* (-5, 8, 2013/04/16) */ Today April 16, I got the check they sent dated April 12, a full month after the original purchase. I will not shop with them again.

4/15/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: The fridge I bought was missing parts. It appears like it was used as a parts fridge or it was a used fridge. I bought a fridge just like the sales floor model, but with a scuff and a ding. What I got was a broken fridge with parts missing. We had it installed called and told them it was making a funny noise they told me no one could come out for a week. 2 days later the freezer went out and we lost all our food (organic grass fed beef, and pork along with $200 of frozen organic vegetables, and worst off all my wife's supply of frozen breast milk that see had saved up over 2 weeks so she could go skiing 1 day). What was wrong with the fridge- someone had stollen the freezer gasket and the fan iced up and quit. So they had to order the part 2 more weeks. we are at 3 weeks of no freezer out of 4 weeks of ownership. After all that I looked the fridge over and found loose screws on the hinges and the hinges themselves where bent. So it looks like someone took the freezer gasket and the door hinges of my brand new never used fridge. Yes appliance factory outlet fixed the problems so far. I did ask for a 4 year warranty or a new fridge and to reimberse me for some of the food. Nothing- it took 6 calls to the store and the presidents hotline off the receipt. I never got a callback until I went to the store. Do not take their work or the condition of their appliances unseen. They obviously do not have control to what has happened to them in the past. The best part it is starting to make a funny noise again. We have only owned it for a few weeks.

Desired Settlement: Give me the fridge that I bought. Not one that has parts missing and extensive internal damage. One that is new, never used or installed before. When you hear that parts are missing and the fridge has been tampered with find out what happened and fix your company. I have 8 rental houses and have used you guys for years and have never had a problem like this. What a way to loose a customer.

Business Response: Business' Initial Response /* (1000, 5, 2013/03/29) */ Appliance Factory would like to apologize to Mr. ******* and want him to know that we will assist in any way to get his issue resolved. We have made several attempts to contact him and have left messages on the phone number provided on the invoice. We have options for resolution and would like to present to Mr. ******* and we would be more than happy to discuss those options either in person or over the phone. My cell phone number is ************. Again we are committed to helping Mr. *******, but must speak with him directly to get this resolved.

4/4/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Belter Business Bureau 25 N. Wahsatch Ave Colorado Springs, CO 80903 We would like to bring to your attention a situation we have endured for the past five months. On 10/27/12 we purchased a Frigidaire stove for $1,495.85 from Appliance Factory Outlet(********) on *****************************. The bottom large oven does not work. Repair men from their Brand Source Appliance Repair (********) (********) (same as the aforementioned address) have been here six times to repair the stove. The last technician evaluation deemed it not repairable on 3/20/13. We were told by the technician it should be replaced. After four calls to their president’s hotline (************) and several calls to the Denver headquarters (************) and Colorado Springs operation as of today no action has been taken. The hotline never returned our calls. There is no continuity with their employees. Each time we call we are told the employee we spoke to in the previous call has left the organization. We are both senior citizens and are extremely frustrated. We respectfully request and any suggestions your organization may have to assist us.

Business Response: Business' Initial Response /* (1000, 10, 2013/04/08) */ I have personally contacted the customer and we have replaced his range at no cost to the customer. It has been delivered and I have verified that the customer is satisfied with the range - which he is. Consumer's Final Response /* (2000, 12, 2013/04/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/1/2013 Problems with Product/Service | Read Complaint Details
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Complaint: 1. Installation was not completed upon delivery 2. During second attempt at installation floors were damaged. 3. It's been 16 days and no resolution I purchased a Jenn-Air 48" range, a Jenn-Air dishwasher and a Frigidaire Professional fridge unit and freezer unit in December of 2012. My total for these appliances was in excess of $11,000. I did not need to take possession of these appliances until February of 2013 but I was told I needed to purchase and pay in full in order to secure the merchandise and to ensure that it would be in stock when I was ready to take possession. Below is a list of the issues I've had since making the purchase: 1. Although I paid in full months in advance, when I was ready for my appliances to be delivered the dishwasher that I had already paid for was on back order. The dishwasher I bought was sold to someone else so I had to wait for the next stock shipment. 2. I was charged $300 for delivery/install of the range and the installers just slid the range in and plugged it in. They did not level it nor did they un-tape the instruction manual from the bottom of the unit. The unit rocked back and forth if any pressure was applied. 3. The fridge and freezer units were also not leveled, in addition to that, they slid in and out of their built in wall cutout as the doors were opened and shut. 4. A different set of installers came to correct the mistakes of the first installers, they were very helpful and friendly but they also scratched my new wood floors while sliding the fridge in and out to attempt to level it (12" gouge in front of the fridge). 5. I've contacted both the manager of the store location along with the President's Hotline and have been told on numerous occasions that someone will call me to resolve. It has been 16 days since my first call and there still is no resolution. I've followed up repeatedly and have been passed around and put off. 6. I was told that there would be a $150 rebate on each Jenn-Air appliance and when I was given the rebate form months AFTER I made the purchase, the dishwasher I got did not qualify. 7. The trim kit I purchased is not usable because my fridge and freezer are still not leveled and the trim piece needs to fit precisely down the center.

Desired Settlement: I would like a refund of $300 for the install to compensate for damage to my floors as well as the time off I had to take to sit around the house on two separate occassions to wait for the installers. I would like the $150 installation rebate for each Jenn-Air appliance that I was promised by *****, my sales rep. I would like a refund for the trim kit that I can't use since my fridge and freezer were never leveled.

Business Response: Business' Initial Response /* (1000, 5, 2013/03/05) */ I spoke with Mrs. ******** yesterday 3/4/13 and informed her that I wanted to initiate a claim for her wood floor so it could be repaired to her satisfaction. She responded saying she does not want anyone else from Appliance Factory Outlet in her home. I also explained that we would not trade the install fee for the damage floor, that the claim process was the procedure for resolving the damage floor because we want to fix it. I also informed Mrs. ******** that we desperately would like an opportunity to complete the installation to her satifaction. Again she did not want Appliance Factory employees in her home. Mrs. ******** said "forget about the damage to the floor just refund me for the installation because I don't think $300.00 is worth the service I received and I will hire someone else to complete the installation.". She did also request to return the spacer that would be installed between her fridge and freezer. Finally, I instructed Mrs. ******** to contact her sales person to resolve the installation refund. ***************** Delivery Manager Appliance Factory Outlet Consumer's Final Response /* (2000, 11, 2013/03/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) They came to fix the range install and level the fridge to the best of their ability but they also damaged the drywall around the frame. This is why I just wanted a refund and I did not want them back. The floor specialist has come three times because he didn't have the right color tint. I appreciate Appliance Factory's desire to make this right but it's all been at my loss and my inconvenience. I will not be contacting them about the additional drywall damage, it's not worth my time. I will fix it myself. I will NEVER refer anyone or ever buy anything from Appliance Factory. Business' Final Response /* (4000, 9, 2013/03/22) */ I attempted to call ******* on 3/20/13, but left a message for her to call me back so we could discuss a resolution. ******* visited the Parker store location today 3/22/13 and came to a resolusion with the store manager ****. It was agreed, that Appliance Factory Outlet would refund her $150 for installation or pro delivery issues and that **** would re-submit the rebates for the range and dishwasher. This was all done while ******* was at the store with ****. In addition, Appliance Factory Outlet sent a crew to level the appliances she had issues with, the wedge was installed, tip bracket installed on range and a company is scheduled to repair her wood floor tomorrow. I attempted to call Ms. ******** to confirm, but again left a message.

4/1/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: They posted a craigslist ad for a dishwasher. I called sunday to validate and when I went in they said it was a different dishwasher than pictured. The Appliance Factory Outlet store on 28th and Colorado posted a Craigslist ad (under the for sale by owner section) for a NEW, Fully Stainless Steel Frigedaire dishwasher. There was a picture of the dishwasher, but no model number. Here's the info on the ad as it is still up: Fully Integrated Dishwasher with 14-Place Settings, 4 Cycles, 5 Options, SaniWash, Steam PreWash, Lower Fold-Down Tines, Hard Food Disposer and 52 dBA: Stainless Steel. I cannot post the picture, but the link is: ************************************************ It seemed too good to be true, so I made a phone call Sunday afternoon 2/24 to make sure it was valid. A clerk who I will not name answered the phone and stated that the ad was true. I asked how long it was good and if they had enough in stock for me to wait a few days to come in. He said plenty and the week. Today, 2/27 I drove a half an hour to go see the item. The same person whose name is posted on the ad said that there was no craigslist ad for a dishwasher for that price and began to search for the ad. I waited ten minutes and he could not find the ad. I told him I would not be returning to his company to do business in the future and left. An hour later when I was home, I found the ad on craigslist and called the company to tell them it is still up. I emailed the link to them and have not received a reply. The ad is still up today 2/27 at 1:47 pm. I wouldn't be so horrified, but I am so tired of wasting my time. So many businesses use poor practices to sell their items, and I need to buy from someone who I can trust. They depend on not being held to standards of integrity. I will waste my time to make sure they do.

Desired Settlement: 1) I'd like them to stop using the craigslist for sale by owner section. They are a business. 2) I'd like them to sell me the dishwasher pictured for the price they posted. 3) If neither of these can be achieved, I'd like their BBB rating to lower.

Business Response: Business' Initial Response /* (1000, 6, 2013/03/04) */ I appreciate you bringing this matter to our attention and will need some time to investigate what happened in this matter. Once we have had the opportunity to investigate the matter we will get back with you. I apologize for any inconvenience this may have caused you up to this point. Consumer's Final Response /* (-5, 9, 2013/03/06) */ The person who posted the ad and who I talked with was named ** and he works at the business o *****************. Please make sure the complaint goes to the right business location. Business' Final Response /* (4000, 11, 2013/03/11) */ We are still working on this case. In the meantime, I would like the customer to please contact me to discuss the details of this issue. ****** Store Manager ************

4/1/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Since February 15th, 2013 I have not been able to schedule a technician to come out to repair a washing machine that has been shaking. When I first called I gave the representative the make, model, and serial number of my washing machine as well as the date of purchase. *****, the manager informed me that I was to have Joel, the technician scheduled to come make the repair on a Monday. The technician never called or showed up. When I called to make this oversight known, I was treated poorly, and spoken to with disrespect. The attitude that I receive is one that does not care about customers, or their satisfaction. The entire staff has been terribly unprofessional. Each time I called to provide the company with my purchase date and serial number, the information did not get relayed to the appropriate individual in a timely manner, and was told that they "just didn't have it". They have also been very unaccommodating with my work schedule-not willing to schedule during certain times so that I can make sure someone is at the home. The poor treatment I have received, and the lack of responsiveness is unacceptable, and I recommend that my friends, family, and fellow consumers avoid this establishment at all costs. Product_Or_Service: Frigidaire Affinity

Desired Settlement: DesiredSettlementID: Other (requires explanation) I need the repair complete ASAP-and request that this information be considered for any rating this establishment may have with the BBB.

Business Response: Business' Initial Response /* (1000, 10, 2013/03/18) */ We have spoke with ******** and apologize for this issue not being taken care of in a timely manner. Our new Brand Source manager will be contacting ******** today 3/18/13 to get this issue resolved and she has a direct number for the supervisor if any further issues arise. We are committed to getting this issue resolved for the customer.

3/27/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Washer and Dryer are defective. This is the fifth unit that has not worked from this company in the last two. weeks. Manager is not handling properly. On 2/28 I sent my son ***** to pick out and bring home a used stackable washer and dryer after seeing their add posted to Craigs List. He brought them home that evening and we contacted an electrian and plumber to help with the install as we had to move some wires and pipes. Once the units were in we tried them we found the dryer would not even turn on. On 3/1 we took the dryer back and they exchanged it for another. Upon turning it on, it was so noisy, you could tell the bearing were bad. We again contacted ****, who is the manager at this store and he sent us to the warehouse to pick up another and after two hours they informed us they didn't have one. By now we were frustrated, so we loaded up the washer and dryer and went back to the store. We requested a refund at that time and **** told us it would be 10 days at least, even though we had paid cash. We told him that would be hard because we were going to look for a new one to purchase. He suggested we look at the other side of the store where they had new ones and we could just pay the difference and get a new one. We could not afford the news one so **** checked and he said he had a couple at the warehouse that were scatch and dent and we decided to go that way. Now is when the problems start. The first unit, Fridgidare, Model FFLE2022W, serial number 4E24202377 was picked up on 3/9 and installed. On 3/10 we did two loads and then the washer quit spinning. As it was a new unit we called Brand Source who carried the warranty on the unit and they came out on 3/11 to fix it. I had to take off work to meet them. A very nice young man came in looked at the machine, played with it and said he was sure it was fixed. I tried a load and it wasn't fixed so I called them back. The next day 3/12, I again took off work to meet Brand source, ************. He tried to fix the machine, called and spoke to someone about it and said he thought it was the control board but he wasn't sure. I immediately called **** at Appliance Factory and he said they would like to take care of this and deliver a Brand New washer and dryer out on Saturday. They arrived at 8:30, 3/16 without calling and deliverd a new scratch and dent same kind Frigidare Model FFLE2022MWO, serial #**********. Well this machine did the same thing, it would not go past the wash cycle and would not spin. We called the store on Saturday 3/16. **** was not in, spoke to ***** who said he would try to get the machine picked back up that day and he would have **** call me on Monday. After he didn't call back in an hour, my son tried to reach him and his phone just went to voice mail, so he tried from his cell phone and ***** answered immediately and told my son he couldn't do anything to help. We left three numbers with him for **** to call on Monday. **** did call this morning to my son and said he would not speak with me, said he would not pick the machine up today but would at his convienence and he would not refund the money until he receives the machine back. So here I am out over $1000.00 bucks, and I'm going to have to get a truck and guys to help load up this junk and take it back and then will have to wait for a refund. The stress and money out of my pocket on this purchase is horrible. I'm 60 years old and I feel that the manager at this store has taken advantage of me and my son, but I am even more concerned that they are resaleing units that don't work.

Desired Settlement: I would like this machine picked up and a refund immediately, which I know is not going to happen. So what I really would like is just to get the word out there about t6his company. I have been without a washer and dryer for two weeks while they have my money. I have wasted several work and persoanl hours over all of this and also the extra money for laudrymats, gas and pickup and return. Just wish I would have visited your site first.

Business Response: Business' Initial Response /* (1000, 5, 2013/03/20) */ Dear BBB, We are sincerely sorry for the trouble Mrs. ******* has experienced. We have issued a full refund for the merchandise purchased. A check for the cash portion will be mailed with in the week. We understand her frustration however we stand by our products and manufactures warranties. We offered to repair the units when broken and exchanged the units in good faith when the repairs and parts order would take to long. *********** Operations Manager Consumer's Final Response /* (2000, 7, 2013/03/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I can accept this response, as I am sure they would have been more than willing to keep wasting my time trying to fix the defective product. But honestly after five times and extra dollars spent to pay people to help pick up, return, exchange and install units 4 times I could not go through anyomore. I missed a days work due to their products. I hope to receive my refund sometime soon so I can pay back the money I had to borrow to purchase a working unit from another source. I really felt like the manager could have at least accepted some of the responsibility for selling so many defective products. I beleive they should check out the units before they leave the warehouse.

3/25/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Damaged floor during install and will not fix it. Brand Source installed a dishwasher for us in Sept of 2012. In the process, they left an 18 inch gouge in my wood floor. After I called them, they sent out a rep to take pictures. After that, no one contacted us for weeks. I finally called and have battled with them ever since. Some one would promise to call us back and then not. I would call again but same story. I finally talked to a guy who asked me to submit 2 estimates to fix the damage. I did and again, no reponse. I called again this past Friday and talked to another guy. He said he would look into it and get back with my that day. Again, nothing. They are avoiding us and I'm not going to go away until the pay to fix our floor that they damaged. This has been going on 5+ months.

Desired Settlement: Payment to fix out floor

Business Response: Business' Initial Response /* (1000, 5, 2013/03/11) */ March 11, 2013 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 Thank you for forwarding us the letter from Ms. ******* *****, she is requesting a settlement for damages that accidentally occurred during installation of her dishwasher. We did issue a check for the agreed upon amount and it was sent with the wrong address zip code on it and was returned to sender. We voided that check and are processing another check to send to Ms. ***** ASAP. We are sorry to hear about the issues Ms. ***** has had with our company. We have reached out to Ms. ***** today and expressed our apologies about the length of time it has taken for her to receive the settlement, as well as the accidental damage to her floor. We apologize for any inconvenience this has caused Ms. *****. Brand Source continues to refine and update it's policies and procedures to provide the customer with above satisfactory service. Sincerely, Brand Source Consumer's Final Response /* (2000, 9, 2013/03/25) */ We received a check today and for the desired amount.

3/5/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Over 4 weeks, we have been unable to get warranty service performed. We ordered service on our dryer on 1/28/13. Since then there have been two no shows and numerous phone calls resulting in no service and a lot of excuses with no change on the horizon. They sold us a product (the warranty) that they have been unwilling to support.

Desired Settlement: We either want our appliance repaired immediately or replaced immediately.

Business Response: Business' Initial Response /* (1000, 5, 2013/02/26) */ February 26, 2013 Denver/Boulder Better Business Bureau 1020 Cherokee Street Denver, CO 80204 Attn : Ms. ************* RE: ****************, Case# ******** Ms. ************, Thank you for forwarding us the letter from Ms. ****************. She has stated there has been issues getting service scheduled and wants her appliance repaired. I have researched the history for the consumer. Brand Source Service has not provided any service on this unit for the consumer. On February 22nd, 2013, I spoke directly to Ms. ******. I informed her that she has a extended service contract with Expert Protection (Warrantech) and she needed to speak with them to schedule service. I verified with Expert Protection that Ms. ****** has an active contract. As a courtesy to Ms. ******, I contacted Expert Protection and was informed that they have been working with Mr. and Ms. ****** to schedule service. Ms. ****** was informed that our company does not service the Pine area in Colorado for service. Ms. ****** needs to contact Expert Protection at ************** to schedule service. We have not provided any service to Ms. ****** and we have informed her that we do not service the area where she lives. She has an active contract with Expert Protection and needs to work through them to obtain service. Sincerely, ************* Brand Source Services Consumer's Final Response /* (3000, 8, 2013/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) While our dryer was repaired, the above response in no way reflects the dozens of phone calls to a number of entities all of whom claimed that the problem was someone else's responsibility much like Mr. ******'s note above. When we purchased the extended the warranty from Appliance Factory, there was no indication that this contract would be transferred to someone else (Warrantech). The original paperwork also failed to mention this. We believed that were dealing with AFO. We are their customer. They are Warrantech's customer Warrantech who presumably get many thousands of $ worth of business from APO would respond to a request from AFO but they were unwilling to help us. Only after complaining to you, letting them know I was going to picket their store and demanding to be transferred to escalations did we manage to schedule at which a repair man showed up - unlike the first 2 appts. where no one came or called. Our position is that AFO should not sell a product (extended warranty) that they are unwilling to support. The repairman himself was very professional and did a good job. Thanks for listening. ****************

3/4/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Incorrect part received after an online purchase based on an incorrect schematic diagram on website. Company would not refund unless I paid shipping. I ordered 4 caster for a shop vac model ***** on 28 Jan 13 based on the company website and schematic. I promptly received that item 31 Jan and found that they where the wrong size part, and would not even remotely fit my model Shop Vac. I called Appliance Factory Parts and spoke to ***** on 2 February about the issue. He acknowledged that those should be the correct parts based on the schematic at the time. He asked me to take some pictures of the old correct parts I was replacing and email them to him at ******************************* to which I did. ***** also told me he would speak to his boss and get back to me Monday. ***** did not get back to me and I had to call again on 9 February. This time I spoke to ********, she reviewed my order number and said nothing had been done on this so she was going to research it and get back to me on Monday. She also did not get back to me so I again called on 15 Feb, this time she tells me she is waiting on an email she sent to Shop Vac to be returned to her so they can figure out what the resolution to the problem is and she would get back to me soon. ******** called me and left a message for me on 19 Feb to which I returned when she was not in on 20 Feb. Today 22 Feb I called, ******** now informs me that she and her boss did some research after hearing from back from Shop Vac that this part is the new replacement part which needed a caster retainer to make it fit into my castor foot but the caster retainer in "no longer available" for sale. So she advised I could take a bunch of" silicon or glue" and shove it in the hole that was triple the size of the castor shaft or I could return them at my expense for a refund of the part only of $8.99, minus the original $8.99 shipping charge. I replied this is the wrong part and I purchased the correct part based on their incorrect diagram. She now tells me that the diagram online on their website indicates the unavailable missing caster retainer that I should have bought so this was my failure. I also brought up the website diagram to look and sure enough it now indicated a castor retainer which must also be purchased to make this fit but also indicated that this part was "no longer available". This is what happened, they updated there website with a totally new schematic diagram that looks nothing like the one I ordered from on 28 Jan 13. The new update now shows the correct parts to fix the incorrect castor which but the parts needed are "no longer available". So I ask to speak with ********'s boss today 22 Feb 13, to which she said it will do no good as this is how he wanted her to handle this matter. I stated it was unfair for me to wait this long for them to resolve this problem, and now be penalized for their incorrect schematic and error. They simply updated the website after the fact making it look like and appear that I did not buy all the correct parts which are "no longer available" anyway. They now want me to pay to ship the part back to them for a partial refund of $8.99, losing the $8.99 shipping they already charged me to send it to me. They know this will cost more than the part is worth. Also ******** was also very matter a fact and rude with me making this whole issue worse. If this company wants to make this right with me they should call me with an apology and a full refund.

Desired Settlement: I would like a full refund of the part and shipping cost to me of $17.98. I would be happy to return the original parts to them at their shipping expense if they desire.

Business Response: Business' Initial Response /* (1000, 5, 2013/02/26) */ I guess communication was unclear. We were under the impression that Mr. ******* ordered the caster but needed a different part. Therefore it is the customers responsibility to return the part. If the part didn't fit because of a change to the part then we should have call tagged the part back at our expense. Mr. ******* has been credited in full and does not need to return the part. We have been in contact with customer to resolve. Consumer's Final Response /* (2000, 7, 2013/03/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept to dispose of this matter only, not because I am satisfied. My guess is I am either going to get nothing or next going to get some BS response about not being able to satisfying everyone. I got my money back after a BBB complaint and a dispute to Master Card not because this company cares or tried to do the right thing. I got nothing to compensate me for my time such as a gift certificate or coupon, not even a personal on the phone or public apology on this forum, for this bogus stuff this company is practicing. I got my money back after much hassle, poor customer service, and two customer service representatives not getting back to me at all when promised or even making an attempt to look into my issue in a timely matter. This no doubt in hopes I would go away. I got my money back after a recommendation by an obvious amateur novice advising me to put a bunch of silicone on some caster feet to make a part fit, in an attempt to keep from making a refund. After being treated rudely by your costumer service because I would not accept that I would be paying return shipping after receiving the wrong part, and now with this bogus response about "confusion" by someone that has looked to provide you the reader with and excuse of "confusion" rather than taking the time to look into the real customer service problem in this company and make honest amends with me. Get bad service in the business world and legitimate companies fix the problem, while providing the customer a complimentary compensation to make amends for the bad customer service. There was no "confusion"; these people knew exactly what they were doing. "Confusion" is now this company's response, excuse and reason as to why Samantha was rude and why Frank never bothered to even resolve this form me, he just hung up the phone and forgot about me. FOLKS THAT READ THIS: this company's history of all 147 complaints closed with BBB in last 3 years 65 closed in last 12 months, shows this as common practice and the norm. It is supported by the Industry Comparison Chart that makes this the only major appliance dealer or dealer of any size with over 100 complaints to the BBB. It also makes this the only dealer of any size with over 26-99 complaints to the BBB. A company representative named **** called me, she stated she was a manager in another department, refunded my money but made no attempt to gather information to look into or correct an obvious systemic problem within this company. MANAGEMENT and COMPANY CEO this is free advice but I would be happy to be paid for it if you would like-YOU HAVE A HUGE COSTUMER SERVICE PROBLEM IN EVERY ASPECT, WAKE UP. If you don't deal with this you will lose you costumers, and be forced to shut your doors. Your rude, ill trained, carless, inattentive, and void of expertise employees will speed your business failure for you, while you sit back and do nothing to help yourself. The longer you ignore and disregard the feedback you are getting and fail to take corrective action, the faster you will move to the end of your business. Next time have your employees choose The Harder Right over The Easier Wrong and actually help your customers to the end, until full satisfaction! You might even choose to fix a problem even if you are in the right, it tends to come back tenfold in long term pay off. It might turn your business around.