BBB Accredited Business since

AJ Madison

Phone: (718) 532-1800 Fax: (718) 633-0796 View Additional Phone Numbers 3605 13th Avenue, Brooklyn, NY 11218 http://www.ajmadison.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that AJ Madison meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

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

Factors that raised the rating for AJ Madison 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 | 42 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 27
Billing/Collection Issues 3
Delivery Issues 31
Guarantee/Warranty Issues 2
Problems with Product/Service 88
Total Closed Complaints 151

Customer Reviews Summary Read customer reviews

6 Customer Reviews on AJ Madison
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 6
Total Customer Reviews 6

Additional Information

BBB file opened: April 15, 2003 Business started: 10/01/1998 in NY Business incorporated 01/01/1998 in NY
Type of Entity

Corporation

Business Management
Mr. Isaac Gross, President Mr. Michael Gross, Vice President
Contact Information
Principal: Mr. Isaac Gross, President
Principal: Mr. Michael Gross, Vice President
Business Category

APPLIANCES-MAJOR-DEALERS

Licensing

License Number - 06-582801


Customer Review Rating plus BBB Rating Summary

AJ Madison has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

X

BBB Customer Review Rating plus BBB Rating Overview


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

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

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

BBB Letter Grade Scale

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

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

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

Complaint Detail(s)

3/28/2016 Problems with Product/Service
3/17/2016 Problems with Product/Service
2/17/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I made my order on **/*/2015 (order #********). I was charged on 1/**/2016. I still have not received my order and it is now 2/**/2016. I tried to contact many times to get my item delivered but they keep blaming the delivery company rather than contacting them to have it shipped already. I have not been able to cook while my item is sitting in a warehouse or lost somewhere. They are not concerned I guess because they already received payment nearly a month ago for something I have still not had delivered.

Desired Settlement: I want my item delivered so I can cook again. I also want half the price refunded to compensate for me waiting over 2 months since I made the order and almost 1 month since being charged. I have had to spend money to eat out every meal while cooktop is in a warehouse or lost somewhere.

Business Response:

Thank you for your email.

Your order will be delivered Wednesday this week.

This information has been sent over to you today ****.

We are sorry for the delay. We will have management review your order to see if anything can be offered. (ie warranty ect)

However, we would not be able to provide a 50% discount on the order or any units.

Please keep an eye out for their email in the next 24-48 hrs.

 

Have a pleasant day

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 and the matter has been resolved.
They have offered me a $100 credit on my order as a courtesy for the delay, which I accepted. 

Sincerely,

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


 


2/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a GE cafe at the Columbus Day sale. It was shipped to Trinidad with the knowledge of the sales person Mr John Pereira. However I received this unit the week before Christmas order number********. It is not working. Not cooling not freezing at all. I contacted your company which gave or offered no form of compensation or Help to resolve this issue. I have this unit packed like a monument in my kitchen and all the can say is sorry once it leaves the states they are not responsible. This is disgusting and if this is the way you all deal with customers it's horrible. I paid my hard earned money for this item and you all treat it lightly. I hope I can get some answers that would be of use a a not some crap for some pen pusher. Just sale and that's all

Desired Settlement: I need some justice in this matter. I had to convert TT to US then to ship then clear the item. I think something needs to be done to compensate this

Business Response:

Good Afternoon ****** *** *******,

As discussed with *******, I am sorry to hear you are experiencing issues with your refrigerator.

Unfortunately, once a unit is transported out of the United States the manufacturer’s warranty is voided, and we can no longer request service for you.

Please call GE at ###-###-#### for troubleshooting.

In addition we have attached the return policy and delivery policy that clearly states the following:

"Once the unit is brought out of the continental United States, the manufacturer warranty is voided. "

I apologize for the inconvenience.

Have a pleasant day

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint *** ********, and have determined that my complaint has NOT been resolved because: 

The refrigerator was shipped and had no gas. I had to pay a company TT$1380.00  to do the necessary work  

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response:

Good Afternoon ****** *** *******,

As stated, we am sorry to hear you are experiencing issues with your refrigerator.

Unfortunately, once a unit is transported out of the United States the manufacturer’s warranty is voided, and we can no longer request service for you.

In addition we have attached the return policy and delivery policy previously that clearly states the following:

"Once the unit is brought out of the continental United States, the manufacturer warranty is voided. "

I apologize for the inconvenience.

Have a pleasant day

2/10/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: on July of last year 2015, had delivered a Samsung refrigerator to my house and the delivery guys dent the wood floor with the dolly. I filed the complaint the same day of the accident and up to today the situation has not be solved, I had sent all the information that they requested and I have to constantly have to send emails and phone calls to find out the status. Just a note this is a brand new house that was empty with nothing inside

Desired Settlement: I am open for them to go to the house and take a look at the floor. All I want is for them to replace the wood floor. Just a note the wood floor is all join together, if one strip is pilled off the whole floor will come off. I just want for this to be resolve as soon as possible

Business Response:

Thank you for your email.

We have contacted the delivery company that delivered your order.

They have been in contact with you.

Please direct all issues with delivery to them and their insurance.

Please note the trucking company is a separate entity and we have no info on this claim.

Have a pleasant day.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, I have not hear back from the company. AJ Madison was the one that hire the AM trucking to do the delivery, so it's there responsibility to solve this problem. I have try to communicate with the AM trucking and have not heard from either. Here is the information for the Trucking

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

AM Home Delivery & Trucking Inc

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

Please help as soon as possible

 

Sincerely,

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


 


2/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased several new washers & dryers. They were shipped on 10/**/2015. They were stored in a heated indoor environment. They were installed in December. Upon trying to run the appliances through an initial test, 1 of the washers & the set of dryers both shut off after a few minutes. Called the manufacturers & performed all trouble shooting. Checked the breakers & outlets as well. Called AJ Madison on 1/5 & was told that we only purchased the residential warranties & needed to purchase the additional commercial warranties. Purchased on ***. Called warranty company & they scheduled repairs & then cancelled & said that they do not cover the appliances since they never worked upon delivery & that it was AJ Madison's responsibility. I have spent weeks & multiple hours on the phone wit AJ Madison trying to get a resolution. They refused to ship replacement appliances bc they said they won't refund once the appliance is installed. Well, how do you know if an appliance is faulty if it's not installed? You wouldn't know that it didn't work properly unless it was installed. They also refuse to repair it. These are brand new appliances. I should not be having this issue. I've emailed them today with no response and can't get through on their ***** number either. It's had a busy signal for over an hour.

Desired Settlement: These appliances are brand new and have not worked for one complete cycle. I expect them to be replaced. We have spent over $1,000 on warranties and haven't even been able to get a repairman to look at them in a month!

Business Response:

Hello ****,

We are instructing AM Home Delivery to pick up the two DOA units, GE washer, model #************* and Whirlpool dryer, model #***********. Once the pickup is completed, we will issue you a full refund for both units. 

We sorry that there was so much trouble with the units, and that we weren’t able to get them working for you.

Have a pleasant day.

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 and the matter has been resolved.  I am still waiting for AM Delivery to schedule the pickup.  So far it's been 49 days spent trying to get this claim resolved. I'm hoping that it's not very many more, and I would revamp the customer service and claims departments for more efficient service in the future.

Sincerely,

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



 

1/28/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered an oven on December ***, 2015, with one to two week delivery. On December **** they offered one delivery option for December ****, which was not possible for me. This is already 18 days from order. I offered two other delivery options for this week, none of which were accepted. Due to me being unavailable the entire week of January * through ***, I requested delivery on the ****. At that point in the conversation I was told they could not give me any idea of when my deliver would be. Period. At that point, since they could not tell me when I could expect delivery, and they had already broken their delivery schedule, that I wanted a full refund without the restocking fee. I was also told that "Deborah" was the only employee, with no supervisor, and no identifying information that I would be able to speak with. I told them that was unacceptable and hung up. I have since been issued a refund minus the 30% restocking fee which I did not authorize.

Desired Settlement: I want a full refund and contact with someone above the customer service department.

Business Response:

Thank you for your email.

We do see your order was placed on December ***, at which point we did inform you of the backorder on that unit.

The order shipped out on the December **** and is promised in 10 business days from shipping date. Due to the holiday season this would have your unit delivered on or before January ***.

As you have stated, the trucking company for your area did set up for the **** of December. As this date was not acceptable for you they did agree to hold the order until you are available after the ***.

The problem arose when you wanted a guarantee of delivery after 5pm on the **** of January.

As trucking company routes and time frames are not guaranteed as per our terms and conditions we could not agree to these terms. The routes are in process and movable until 5pm local time the day before delivery. As this was not agreeable to you, you chose to cancel your order.

Please note that before you check out on an on-line order you agreed to the policy's, which state after an order is shipped the order is subject to the 30% restocking fee if canceled or refused.

This is also sent in the order confirmation email when you placed the order and then again in the shipping confirmation email the day before the order is shipped.

If you would like to reinstate your order, please contact the customer service department and they may be able to reship the order with no fees.

Have a pleasant day.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 They have stated they informed us of the backorder.  We have every piece of correspondence from them and have reviewed it multiple times.  No mention of backorder was ever made.  In addition, no mention of backorder was made on the phone any of the numerous times we have been in contact with them.  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 I will look forward to hearing from your legal department.  Please include confirmation of when I was notified of the back-order.  Also, I received delivery of the oven.  Please respond ASAP in regards to the oven.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response:

Thank you for your email.

 

We have included the back order notice on a previous BBB complaint in this this tread.

To review:

- you were refunded for your order minus fees 12/**

- then you charged back your order in full 1/*

- then you accepted delivery of your order and have the unit in your home 1/**

 

Thank you

 

 

 

1/21/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Shipping, for 2.5 weeks I was told i would have my order by the end of the week. I called today and they tell me 2-3 days, and I can call the trucking company if i would like. I called the trucking company and they told me THEY would have it in 2-3 days, then another 2-3 days to get it to me. Called AJ Madison to cancel my order because sears has it for similar price, and they told me there will be a 30% restocking fee because it had shipped!!

Desired Settlement: Tell the Truth, and loose the NY attitude with your customers over the phone!

Business Response:

Thank you for your email.

Your order was shipped out on Dec **** from New York to South Carolina. This route is no more then 10 business days.

Today is 1/*/15 the 4th business day. The trucking company has given an ETA of delivery at the end of this week.

We do apologize for any possible delay due to the holiday season, which increased the amount of the non business days.

Please note the below quote from the policies that are agreed to before complaining an online order and emailed to each customer:

"You are able to make any changes to your order prior to shipment. In event of a return of refusal, shipping and handling charges to and from our warehouse are not refundable. Free shipping, rebates and all promotions are voided upon return/ refusal of merchandise."

" All returns/refusals are subject to a 30 percent restocking fee."

 

We apologize for any inconvenience that you have incurred

 

Have a pleasant day

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

A return or refusal is not a cancellation, i never recieved the items when i wanted to cancel. your 30% fee is excessive. and the problem i have with the shipping is less about the time it took to get here but the fact that your employees had no idea when that would be, and were rude about it.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *******




 

Business Response:

Thank you for you email.

We are happy to hear your delivery was completed on 1/*/2016.

If you have any other questions or concerns please contact our customer service department and they would be happy to assist you.

Have a pleasant day

1/19/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We placed an order for a range and refrigerator thru AJ Madison on the *** of Dec 2015, with the absolute understanding that it was to be delivered on the **** of Dec 2015 or the first Monday following the holiday (**** of Dec 2015). I was very clear with Elli the sales rep and he stated yes it would be there. It did not. The result is Christmas dinner was take out from the corner store. We bit that bullet. Both of us are Army ( been there done that). The order was to be sent to our Georgia farm house where we spent out holiday with our three children ( and one on the way). We have both spent many holidays away from family and wanted to get one in for all the kids to have a good memory in our new home. AJ Madison assured us we would have the order. I purchased the 5 yr warranty on the items and all hook ups as well as white glove delivery. The customer service (outsourced barely ******* speaking individual) was sympathetic and tried her best to no avail to have the delivery service do their job. They did not. After the new year came and went I called and emailed customer service and cancelled my order. We left the home and returned to S.A.F.B. (640 miles away) as the holiday was over and work carried on. AJ Madison did not contact us one time, we initiated all contact. I was told they would review the phone records and make a determination on Monday the *** of Jan 2016. That did not happen. I called again on Wednesday Jan *** and was told they would review the phone records at 5 P.M. that evening and contact me on if I would incur a restock fee. AJ Madison has a 10 day delivery window, they failed that as well. $5400 dollars plus is still not in my account. it will be 30 days in 2 days since the order was placed. I received a call from AM shipping on the *** of Jan 2016 saying they were 45 minutes from delivery. I explained that the order was cancelled, that they were outside the 10 day window and we were not even in the state anymore. All of this known by AJ Madison, yet they did not contact the shipper nor us. The business practice or taking funds for restocking when they failed on their side to provide the service paid for is despicable. We have spent our lives crossing t's and dotting i's paying attention to details. We have no place for poor business practices or shoddy fund siphoning. We work extremely hard for our money, and we meticulously monitor our spending.

Desired Settlement: We would like to have that holiday back, give our children a great memory of Christmas in our new home all together for the first time in 13 years. However, that is impossible. Refund our funds directly to our financial organization, just like it was delivered to AJ Madison. Not a check or store credit or anything of the sort. Refund in full and clean up their bad business activities as well as do what they are paid to do in a timely manner. I would never recommend AJ Madison to anyone for any reason. Life is to short to have to deal with incompetent and greedy businesses who prey on hard working people.

Business Response:

Thank you for your email.

Your sales call has been reviewed.

You placed your order on the phone on December ***.

The sales rep informed  you in the call that the order would not ship out UNTIL the following Friday the **** and from there it would take 3-10 business days  to delivery.

The sales rep did state "if not the week of Christmas it would be the week of New Years."

You went on to say that this would be fine as you were not arriving to the location until the 17th and planed on being there till after the holiday.

As the 10th business day would have fallen on the first week of January the above sales rep statement would be incorrect about the week of New Years.

For this miscalculation on the sales reps part we have agreed to waive all restocking fees. Your account has been sent to credits and you received an email stating the time frame for the credit.

We are sorry for the inconvenience this may have caused you.

Have a pleasant day.

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

Complaint: Upon delivery of a ****** gas dryer (AJ Madison inv #64109765, 01-02-2015), I signed the delivery as in apparent good condition. The appliance was delivered by STI. The next day I noticed denting from underneath which was not visible upon initial observation, and that is why STI delivery invoice indicated no damages. Upon filing a damage claim with STI, STI reimbursed me 1/2 the cost of the estimated replacement for the dented dryer panels, including front, side and base panels. STI stated the other 1/2 of the cost of $336.25 should be borne by YRC which initially freighted the appliance from New York to Denver, CO, by reason that the cause of the damage could not be proven due to two freight companies having shipped the appliance. I therefore filed a 2nd damage claim with YRC, which then responded that due to an agreement with AJ Madison, the customer must file the claim directly with AJ Madison if the delivery was signed off as no damages; this policy is in direct opposition to AJ Madison advertised policy. AJ Madison specifies that if the customer signs off the delivery with no damages noted, then the customer must file directly with the "shipping" company. I did do this as specified by AJ Madison, understanding that YRC was the appropriate "shipper." But YRC insists this is not the correct protocol. YRC also included a copy of the letter of understanding upon which they are relying on: This agreement is signed by Amy Moreno of AJ Madison, dated 09-15-2011. Documentation is available upon request. Brent Daughtery of YRC responded to my claim with the agreement which disputes AJ Madison damage policy. One thing seems to have contributed to my confusion: The term, "SHIPPER," which I thought referred to the freight company and not the vendor (AJ Madison). I note that YRC says AJ Madison is the "shipper." How is the customer to understand these terms?

Desired Settlement: I would like this issue to be expedited. I have already replaced 3 dented dryer panels. The appliance has been operating perfectly since delivery, save for the dent which caused the dryer door to drag a bit on its hinges. I hope AJ Madison can reimburse me the remainder of the $336.25, of which STI paid the other $336.25 in good faith. Additionally, AJ Madison should make its damage policy more clear, specifying who the "shipper" is and the name of the freight company. It is also not possible for the customer to perform a thorough inspection upon delivery while the freight haulers are standing by. It is likely that customers will often need to file claims after they have already signed delivery without apparent damages, thus leading to the confusion I have been experiencing.

Business Response:

Thank you for your email.

We have looking into your account and see we have never been contacted by anyone about damage to the order stated.

Please note that all damage claims must ALSO be notified to AJ Madison with in 24 hrs after delivery.

Your order was delivered in January 2015. Only through this BBB notice in November 2015 are we being notified of damage.

Return Policy

For damaged shipments, defective merchandise, or the product does not meet your needs please review our full Return Policy.

-Damaged items should not be accepted upon delivery.
-After signing for and accepting your item, you are responsible for all damage claims.
-You must contact us within 24 hours of receiving your item if your product is damaged or does not meet your needs.

We are sorry but we would not be able so file a damage claim on your behalf 10 months after the unit is in your home.

If you need service on the unit, all of our appliance come with a one year manufacture warranty (unless otherwise noted). If you would like to contact our customer service department to set up a service call they will be happy to assist you. The manufacture can also be contacted to set up a service call if you prefer.

Have a pleasant day

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:


AJ Madison states I did not file damage claim in a timely manner.  Indeed filed a few days after delivery of the dryer, after noting the dryer was in "apparent good condition" per freight carrier, STI, delivery invoice.  After working with the BBB, STI agreed to reimburse 1/2 damage repair cost.  The dented dryer panel was not noticeable upon initial inspection due to the dent located underneath front panel and appearing to be the design of the panel.  See attachment showing how the dryer appeared when first delivered, with a slight V-shape to the bottom of the front panel.  ****** technician inspected the dryer by removal about 10 days after delivery.  After STI reimbursed 1/2 the cost, it advised to seek reimbursement from the other freight carrier, YRC.  YRC in turn claims they are not allowed to accept claims, even though AJ Madison policy states customer must file claim with the freight carrier if customer did not note any damages to the cargo.  This is the reason why it has taken 10 months to resolve this issue, with all parties claiming no responsibility for the damage which one of the two freight carriers caused.  AJ Madison claims I did not file damage claim in a timely manner.  That is not true.  Per AJ Madison website Help Center instructions, I filed a damage claim with the freight carrier, STI (CRST), within a week after ascertaining there was damage due to freighting.  Of note, at no time was damage to the operation of the appliance ever noted - it has been operating perfectly all 10 months since delivery.  The dented panels had caused a drag on the dryer door, which in turn had been scraping against the dented front panel.  All 3 panels were replaced recently.  If AJ Madison refuses to accept its responsibility, either reimbursing the remaining $336.25 owed me in repairs, or notifying YRC that it must handle this claim, then I intend to complain to ****** about reconsidering AJ Madison as one of their vendors.  Because of these mishandled damaged panels, the repair cost equaled 1/2 the cost of the appliance.  It is outrageous that AJ Madison is attempting to wiggle out of its responsibility with its contradictory, confusing Return Policy.  (Timeline of Damage Claim actions since delivery below.)

A J Madison replied to me, "...note that all damage claims must ALSO be notified to AJ Madison with in 24 hrs after delivery."

A J Madison replied to me, "For damaged shipments, defective merchandise, or the product does not meet your needs please review our full Return Policy."

A J Madison replied to me, "After signing for and accepting your item, you are responsible for all damage claims."

A J Madison replied to me, "You must contact us within 24 hours of receiving your item if your product is damaged or does not meet your needs."  Contradicts stated return policy.

A J Madison return policy from website Help Center:  "If damage issues arise after signing for the merchandise, you are responsible for filing all claims with the shipper."  Contradicts A J Madison's reply to me.

A J Madison White Glove policy from website:  "White Glove Delivery: This delivery includes delivery to the room of your choice. Please inspect your item at the time of delivery if you notice any problem please contact our customer service department at ###-###-####."  I paid for White Glove delivery.  I did not immediately notice any problem with the dryer upon delivery.

09/**/2011 Letter of Understanding between A J Madison and YRC Inc.
01/**/2015 Order for dryer placed.  AJ Madison took 4 weeks before able to delivery dryer about 01/**/2015.
02/**/2015 STI front panel damage claim filed.
02/**/2015 ****** authorized service inspected appliance, noting 3 panels damaged.
03/**/2015 STI (CRST) reimbursed 1/2 damage and referred me to YRC for remainder.  STI (CRST) "Delivery Acknowledgement:  All listed services were rendered and the property described has been received in apparent good condition except as noted on other shipping documents."  Dryer did appear to be in "apparent good condition" upon delivery. 
03***/2015 BBB Northern Indiana, #********, and BBB Iowa, #********.  CRST notifies me that it freighted dryer to Denver, and that YRC freighted from New York to Denver.  Advised that YRC pay 1/2 damage.
05/**/2015 YRC declines damage claim due to agreement with AJ Madison.  Implies YRC will forward claim to AJ Madison.  While I await response from AJ Madison, misunderstanding YRC and believing it would forward claim to AJ Madison, I conclude no action is being taken.
09/**/2015 BBB Kansas, #********, YRC provided copy of AJ Madison agreement.  BBB compels YRC to submit copy of its letter of understanding with AJ Madison.  How would the customer know of this agreement when it is not stated on AJ Madison's website?
11/**/2015 BBB New York, #********, 1/2 cost of damage $336.25 (STI reimbursed 1/2).  And currently AJ Madison is claiming no liability.

 

 


Business Response:

Thank you for you response.

 

We are attempting to obtain a resolution for you with YRC.

 

Once we have a response from there claims department we will follow up with your account.

 

Have a pleasant day

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this action is satisfactory to me.  I have strongly felt that YRC was responsible for settling the claim and that YRC's defaulting back to AJ Madison was inappropriate.  I will await resolution from YRC, but continue to expect the case to remain open until I receive compensation from YRC.  I cannot as yet consider the case resolved.

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



 

1/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a new upright freezer and stand alone refrigerator from AJ Madison. When I originally contacted the company, I stated that I had not heard of them and had always shopped for appliances with another well known company locally, but that they did not have the particular model that I wanted. The salesman spoke highly of the company and guaranteed my complete satisfaction during and after the sale. I received a delivery confirmation for the date of delivery giving me a 4 hour window for delivery. I contacted the company to try and narrow that window to better plan my day and make arrangements, but that was not possible. The day of the delivery, the deliverer arrived in an ********** rental truck packed and stacked with appliances, TV's, and other items. I met the delivery man in my driveway and confirmed everything. I requested that he position the truck differently to better offload the units on a slab rather than my gravel driveway. He refused to do so, and I could tell at this moment he was going to do things "his way" rather than what would be pleasing to me, the paying customer. The man leaned the boxed appliances over and literally dragged them to the back of the truck and "threw" them back upright. Once the appliances were off, he removed the boxes and began to insert the dolly under the first appliance. I began looking the appliance over and pointed out the dependencies. He stated that he would make a note of these and report back to the company and they would contact me the following day and that "it happens all the time" and they are good about handling it. It was now after 4 pm locally and I would have at this time contacted the company about the issues but they were closed being an hour ahead in New York. The freezer handle has to be installed on studs that are on the door facing and one of these studs was bent and almost out of the door. The man said it was no big issue and that he has fixed them before. He used a drill and removed the stud and ran it back into the door straight. At this point I also pointed out a good size dent in the rear and side corner. We got the freezer into the house and went back out for the refrigerator. This time the man placed the dolly under the refrigerator on the opposite side from the compressor, which is the recommended lifting point for an appliance like this. I stated that it would prob be better to lift from the correct side, but he again went ahead and did it his way. Once we got everything inside the deliverer loaded his dolly and left. I began looking over everything again and found a dent in the side of the refrigerator where the dolly was used to lift the unit (where I recommended not to lift). I also found a part missing in the freezer and a shelf broken in the freezer. I contacted the delivery man (I had his cell number where he called me when he was close to arrival) and asked him to note these things He said he would and that they would contact me the following day. Three days passed and I heard nothing from AJ Madison. I contacted them and made my way through the automated system, and stayed on hold for a good ten minutes or longer. The representative I spoke with first said that she could send me the missing piece and credit me a 10% discount on each appliance, that this was the highest amount they could discount. I called back and waited again, and spoke to someone else and requested 20% on the sale and explained everything that I had experienced, and that I was offered and received this amount in the past from the well known company that I have always used in the past for the exact same damages on a freezer. The lady gave me her email and said that I would have to send pictures of the damages, the unit labels with model and serial number information, and a picture of the original boxes. I explained that the boxes had been outside for the three days and were not in the same condition. I also explained that I had the units in place but would try and get them moved out to take the pictures. I called back a third time and asked to speak to the manager or supervisor. The lady that came to the phone after another lengthy wait, said that she was the manager. She had clearly reviewed everything while I was waiting on the phone for her to take the call. She immediately without asking anything said that she does not know why I was even offered the 10% without pictures and that I needed to send the pictures for review before moving any further. I explained my reasoning again for the 20% and she let me know that they were not this company that I had dealt with in the past and should not be compared to them. I let her know that up front with the salesman that they were compared and I was told that they were a better company and that I would not be disappointed. I explained to her that these are rather large appliances and that I have no one to help me with moving anything and that I did not want to risk hurting myself or damaging my floor. I also explained that my wife had just had a baby and she could not help. She said that they would not be responsible for either. I asked was the delivery man's note of these things not enough. She then told me that the delivery company was one of the several third party delivery companies that they contract throughout the country and that no one from there had contacted them and probably wouldn't. I finally stated that I was not satisfied and very disappointed with her company and would rather send everything back for a refund, and do business elsewhere. She told me that they should have been contacted up front, to which I explained that they were closed by the time of the delivery. She told me that they would not take back or refund anything that had been installed. I explained that our refrigerator had gone out and that I had borrowed another and had to get it returned as soon as possible. We went back and forth for several minutes and the lady slammed the phone down and hung up on me. I have made all of the requested pictures. I made detailed notes on each and emailed to them as requested. As stated to the representative originally, I could "live with" the damages on the units. What bothers me is the attitude and the "after the sale" service that I have received. I have never heard of a manager of a company slamming the phone down on someone regardless of the situation. They clearly have a lack of training and do not care to please the customer after the sale.

Desired Settlement: I want to return the units and receive a full refund, to purchase the appliances elsewhere.

Business Response:

Thank you for your email.

We have reviewed your file and all calls.

We see we have tried to meet your request for the amount of the discount you asked for. We have sent you an email that we have not received a response to.

 

Please note the policies listed:

- Damaged items should not be accepted upon delivery.

-You must contact us within 24 hours of receiving your item if your product is damaged or does not meet your needs.

-AJ Madison does not accept returns for any item that has been installed, used or plugged in. All items must be like-new, in original packaging.

 

Customer service looks forward to receiving a response to the email sent you with there offer.

Have a pleasant day.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I received an email from the company offering a 15% discount if I would keep the units as is. (Email screenshot attached)

Again this company has lied in saying that they offered to meet my request of the 20%.

I am tired of the hassle and run-around.

Please refund me the originally requested 20% so I can close this case.  I have much going on and do not need the stress any longer.

Refrigerator - $820.00

Freezer - $620.00

Total - $1,440.00

Refund of $288.00 Please.

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*** ****




 

Business Response:

Thank you for your response.

As you can see from the last post it was stated

"We see we have tried to meet your request for the amount of the discount you asked for. We have sent you an email that we have not received a response to."

Meaning that we tried to meet your request, but did not offer the full amount you have requested.

However, after review, management has agreed to the 20% discount on the 2 units you received out of customer satisfaction.

Your account will be credited the 20% once the email is responded to that you will receive later today.

Once you respond to the email your account will be credited in 7-10 business days.

 

Have a pleasant day

1/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recieved a whirlpool electric stove that was damaged. The stove has been dropped or hit in the bottom corner making the stove not straight nothing lines up correct on the stove. The bottom draw won't shut right and the top of the stove is not in alignment. I contact AJ madison twice and the want to send a service man to try to fix the stove. I have ha99d nothing but problems with AJ Madison, the first order i made they sent the wrong stove, so i called and told them it was the wrong stove so they stopped ship and charged me restocking fees then i ordered the right stove and they sent me this damaged stove and they won't take it back. They also are trying to charge me for $99 for shipping when the website says free shipping I am not asking for alot. I just want the stove picked up and returned and i dont feel i should be paying anything for the stove. I just want it gone and I will take my business else where and move on with no hard feelings. The stove has not been used or anything like that. Please help us in this matter, thanks and have a nice day. ***** ******

Desired Settlement: I Just want the stove picked up and taken back to AJ Madison with no charge to me I will go some where else and buy a stove. I feel I have done nothing wrong and they shipped us a damaged appliance.

Business Response:

Good Morning *****, 

We have contacted AM TRUCKING and they will be calling you to schedule the pick up of this unit.

Please let me know when the unit is picked up so we can credit you accordingly.

Have a pleasant day.

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 and the matter has been resolved.
as long as I am refunded all my money and not charged any fees i am ok with everything 
Sincerely,

***** ******



 

1/6/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: ordered a washer dryer december *, 2015. delivery company called to set up a day and time. they never showed. after numerous attempts finally reached aj madison customer service. they said they would get the problem resolved and get back to me. have never heard from them.

Desired Settlement: deliver the product

Business Response:

Thank you for your email.

We contacted the trucking copamy and they have provided proof that they did attempt to deliver your order on Dec **** in time frame.

They have also stated that you have requested they set up a new date for after Christmas as you will not be home to accept delivery.

Have a pleasant day

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[i have a problem with being called a liar.  am home delivery called at 9:15 pm on december ** for a delivery that was suppose to be made on december ** between the hours of 3pm and 7pm.  attached is a screen shot of their phone call made at 9:15 pm.  it is the ###-###-#### number.  Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


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




 

Business Response:

Thank you for your email.

We are sorry that we can not view any attached files you have provided to BBB.

If you would like to forward them over to the customer service team they can review.

As stated before that you have requested they set up a new date for after Christmas with the trucking company and this has been done for you.

Have a pleasant day

Email sent to the business from the BBB regarding view of the attached files: Sent on 12.**.15

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

Response from business to email above: 

Thank you for the email.

This would not change the response as customer requested a new date and has been set up according to the customer’s request.

Have a pleasant day 

1/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On September **, we informed AJ Madison ("AJM") that the Viking gas cooktop (VGC5305BSS) we ordered was damaged and that we would like to exchange it. After receiving no response, we followed-up with AJM on September **. On September **, AJM requested that we provide photographs and a description of the damage. We supplied the requested information on September **. Despite the fact that we followed-up with AJM on September ** and **, and October * and *, to date, AJM has not confirmed whether it will exchange the damaged cooktop. On October *, AJM claimed that it had contacted Viking and that "Viking will be scheduling a service to come out and check the unit." However, no one from Viking has ever contacted us.

Desired Settlement: We would like to return the cooktop to AJM and receive a full refund.

Business Response:

Thank you for your email

The manufacture has stated the part was delivered to service company.

*** ******************.

Service was done to replace the part and resolved on  11/**/15

 Have a pleasant day

 

12/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered my Samsung fridge from AJ Madison in November; I used ****** Credit and my account was charged $2,339 on November **, 2015. The fridge was delivered on November **, 2015. During unpacking, both delivery personnel and I noticed a dent in top right door. This was noted by delivery personnel on my bill of lading. As the fridge was unpacked, delivery guys were unwilling to take the fridge back. I was advised by them to contact AJMadison as soon as possible. I sent email (including a few photos of the dent) to AJMadison the same date the refrigerator was delivered. On Monday, November **, I received email from AJ Madison acknowledging the issue (attached). The same day AJ Madison requested from me to provide serial number of the fridge; which I did (attached). After providing the serial number, I received another email from AJ Madison that a replacement door was ordered for me and I should receive the door within 10-14 days. However, as of now I have not received the door. After multiple emails, AJ Madison is waiting for Samsung to provide ETA of replacement arrival which, in my opinion is surprising, considering this part is easily available at both Samsungparts.com as well as Searspartsdirect.com. As of now, AJ Madison does not respond to my emails.

Desired Settlement: Refund of $258 which is the cost of obtaining a new door from ****************

Business Response:
Good Afternoon,


 The tracking number is ****************** .

Again, I apologize for the inconvenience.


Have a pleasant day.

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 and the matter has been resolved.

Sincerely,

****** *****



 

12/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid for a refrigerator and warranty and it was supposed to be delivered with the other appliances over a week ago. I had a friend stay home to let the delivery men in. They said that they were not able to get the fridge in the house so they took it with them on the truck. The salesmen said nothing about the refrigerator being too large to fit through a standard door when I called to ask for help regarding dimensions prior to making the purchase. I have tried contacting AJ madison multiple times over the past week and they have not returned my emails or phone calls. They also have not reimbursed me for my purchase that I never received. I also left a message to see if I could purchase a smaller refrigerator instead and have not received a response.

Desired Settlement: Please reimburse us for the product as well as the warranty that we never received as well as respond to our emails and phone calls.

Business Response: Hi **** ,

Thank you for placing your order with AJ Madison

Previously your conversation between you and the sales rep was sent to you,

We have issuing a credit for the fridge less 30% restocking fee.

From the conversation when you called in with question on the dishwasher specification which the sales rep answered.
You then you asked if you can get a contractor discount since you husband is a contractor and he said that he can give you something, you also told him that you have other units in your cart and give him all the model # , at no time did you ask about the specification for the fridge or range .

These where unit you were going to purchase over the web and picked out on your own, the order was placed with the sales rep because you asked for the contractor discount. In addition, your husband being a contractor the door entrance and the demission of the fridge should have been measured as they were disclosed on the wed site when you had picked them out and placed them in your cart.

The following disclaimer is also sent to the each customer before the order ships:

General Purchasing Tips

1)Measure the area where the product will be located and ensure there is enough clearance on all sides height, width and depth.
2)Measure all doorways to insure the product you ordered will be able to fit inside your home.

We apologize for the inconvenience,

Again, AJ Madison has issued the credit for the fridge less the 30% restocking fee.

 Have a pleasant day


?

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I still have not been reimbursed for the refrigerator and warranty that I purchased albeit never received.  She has also not received a phone call back from the company.   I refuse to pay a restocking fee because it is excessive and the 30% fee or $600 does not correlate to the amount its costs AJ madison to restock this item.  Adam specifically said on the phone that once he ships one item, it does not cost him much more to ship additional items at the same time.  Moreover, AJ Madison failed to adequately disclose or clearly post this restocking fees before the consumer sale.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


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




 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

This invoice is inaccurate and does not include the 259.00 warranty we paid for the refrigerator that we never received.  The refund should be 1889.00 for the refrigerator plus the 259.00 warranty minus $190.00 (to include the proportion of the refrigerator that encompassed the $500 discount).  That would total  1958 for the discount.   I have confirmed with the bank that the refund was incomplete and they have reimbursed that discount.   Please re-read my prior response, as you did not answer my questions or address the discrepancies in the delivery dates on the invoice as well as your failure to clearly advise consumers prior to purchase of restocking fees or have it conspicuously displayed as also required by law (New York General Business Law § 349).

During this process AJ Madison has been side stepping  the issue at hand.  I was not clearly advised of restocking fees prior (before) the purchase.  The customer service has been poor, the incomplete credit was significantly delayed, and attempts to resolve this over the phone with a customer service agent (and then manager) were dismissed.  I have made every good faith effort to resolve this amicably, and only resorted to a BBB complaint as a last resort due to AJ Madison's lack of response or genuine effort towards a resolution. Deceptive business practices are not acceptable.

Please provide an accurate refund.   I appreciate your time and attention, as we are all busy.

Sincerely,

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




 

Business Response:

Thank you for your email.
We are sorry you feel that your complains/ issues  have not been addressed.
Below we have noted all your issues that you have noted you would like addressed in this last email
Please note all issues have been responded to in previous responses. Dates and comments have been provided.

We hope this closes the case with any questions you feel were not answered and resolves your BBB complaint.

Have a pleasant day  


CC= customer complaint
****= response from AJ Madison

1)CC- I have confirmed with the bank that the refund was incomplete and they have reimbursed that discount.  (in regards to warranty refund)

**** Please see the 10/***/2015 response “As there is a charge back on the order at the moment we cannot adjust your account for the warranty but will notify your credit card company that the $259.00, the cost of the warranty is owed to you.” This was done and your account crtied as you have stated in our statement. In addition you have recognized that your units have already been refunded minis the fees.

2)CC- The discrepancies in the delivery dates on the invoice

**** please see response on 11/*/2015 providing the call that was made by you where you were you requested to push off the ship date and giving the option to keep the ship date and the price you were quoted or cancel and purchase at the new price if you wanted to receive the deliver later. We only quote ship dates not delivery dates on our invoices.

3)CC- Failure to clearly advise consumers prior to purchase of restocking fees or have it conspicuously displayed as also required by law

****Please see the response we have submitted on 10/**/2015 giving in-depth detail on how we inform all consumers to the letter of the law and above and beyond to inform them of all terms and conditions and return policies including fees, in hopes to assist the customer in there purchase to avoid them having to pay a restocking fee.

4)CC- I was not clearly advised of restocking fees prior (before) the purchase.  

****Please see the above statement provided.

5)CC- The customer service has been poor, the incomplete credit was significantly delayed, and attempts to resolve this over the phone.

**** We are sorry you have not had a pleasant experience with AJ Madison, we always try to assist the customers in all matters to the best of our ability within the companies parameters.

6)CC- Please provide an accurate refund

**** please see response to CC #1


12/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Site advertises free shipping on orders over $399.00 No sales tax excludes NY and NJ Applies to orders that are $399 or more before tax and delivery charges are added. Additional select items may be excluded from the offer and will not reflect in the shopping cart during check out. We are not required to collect sales tax on deliveries in most states throughout the US. Our business is located in New York State and the state law requires that ll transactions, regardless of origin, will be charged tax if shipping to an address in the State of New York or the State of New Jersey.

Desired Settlement: Free Deliver on orders over 399. My order was over $399 but it was to be delivered to two different addresses. I specified this in my order and their billing department called me to confirm. They confirmed with me over the phone and then I got another phone call back and they said they will have to charge me $99 for each delivery. On their web-site it does not say this. Order details below: Shipping Method: Standard Delivery QTY Brand SKU Description Unit Price 1 Amana AGR4230BAW 30" Freestanding Gas Range with 4 Sealed Burners, 5.1 cu. ft. Manual Clean Oven, SpillSaver Upswept Cooktop, Broiler Drawer and LP Gas Conversion Kit Included: White 369.00 * Protection Plan Declined. 1 Whirlpool WDF520PADM Full Console Dishwasher with 4 Wash Cycles, Vinyl Racks, AccuSense Soil Sensor, AnyWare Plus Silverware Basket, Triple Filtration System and Silence Rating of 55 dB: Stainless Steel 319.00 * Protection Plan Declined. Subtotal: 688.00 Shipping: 0.00 Sales Tax: 0.00 Order Total: 688.00 You may check your order status here, and for additional information about installation and deliveries please visit our help center. If you have any questions about your order please email us or call ###-###-#### FREE, please have your order number ready. Please note that all orders are subject to credit card verification. Get matched to pre-screened appliance installers. Protection Plans *Not all of your items are covered by an AJ Madison Protection Plan. For a limited time after the purchase, you can still add extended protection. To learn more, please call us at ###-###-#### FREE and one of our experts will be happy to assist you. Rebates If your order is eligible for rebates please download the forms from our website as soon as possible. We are not responsible for rebates not submitted on time. Please make sure to submit the rebates by the expiration date on the rebate form. We recommend keeping a copy of the rebate submission for your records. General Purchasing Tips Measure the area where the product will be located and ensure there is enough clearance on all sides height, width and depth. Measure all doorways to insure the product you ordered will be able to fit inside your home. Prior to purchase please determine if the Dryer / Range requires gas and/or electricity. You can determine this by checking the outlet. Please make sure the voltage/ amps of the item you have ordered matches the outlet at the delivery location (110v/220v) For more purchasing tips please refer to the website link below. ************************************************************* You are able to make any changes to your order prior to shipment. In event of a return or refusal, shipping and handling charges to and from our warehouse are not refundable. Free shipping, rebates and all promotions are voided upon return/refusal of merchandise. All returns must be shipped back to our warehouse prepaid, using the original method of shipment. If your item was shipped by a freight carrier, you must return it with a freight carrier to ensure its safe return) For a list of approved carriers, please contact customer service. All returns/refusals are subject to a 30 percent restocking fee. Returns new in box only accepted within 30 days of delivery. We do not accept any returns on air conditioners, special order merchandise and accessories. Thanks for shopping at AJ Madison AJ Madison Order Confirmation Footer This message was mailed to ***************** because you recently placed an order with AJ Madison. For account specific inquiries, kindly call ###-###-#### FREE or visit *****************. AJMadison.com | Privacy Policy | Help Center | © 2015, ** ******* **** **** **** ******* ** ***** It was a waste of time. Their web-site does not detail this and now I have to order these appliances elsewhere... false advertising!

Business Response:

Thank you for your email.

Each order has to have its own shipping address.

This is required by law, the trucking companies ect

Two different shipping addresses means two separate orders.

Neither of the units on your order met the free delivery requirements on there own.

The fulfillment department did offer to lower the shipping but you requested to cancel the order.

The order was canceled and no change to your account was made.

We are sorry we were not able to assist you further.

Have a pleasant day

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 The website does not state this and it is deceptive marketing to imply that if you spend a certain amount you will get free shipping  nowhere does it state the need to enter two different orders for different shipping addresses  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
****** **




 

Business Response:

We are sorry we were not able to assist you.

We do not provide an area on the website to ship to 2 different address in the same order.

Only one address box is provided and the only option available.

Have a pleasant day

 

 

12/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a gas wall oven and paid for installation by AJ Madison with 5yr warranty. Product was delivered and upon installation was found to be manufacturer defective product. The door of the unit is warped and will not close and side of unit is not connected properly, causing heat to escape and allow main display panel with oven controls and metal facing to become scorching hot even on test run of 250F. AJMadison sent installer back but there is no fix they can do. Could not re-install my previous oven which worked fine I just wanted to change kitchen color, because they destroyed connections. Has refused to replace with different oven and sent serviceman out charged to my warranty which should not have. Second Authorized service man said door is warped but nothing about side frame, ordered new door but may not work. AJMadison refuses to replace oven under their charge and refuses to replace even under warranty. After several phone calls to Reps and waiting for over 2 weeks, I have no oven. I have made numerous phone calls but now they are "always closed".

Desired Settlement: I want a new oven that works properly, with no charge to my warranty since it is clearly a manufacturer's defective product and it was not sold or advertised as such. If I had known they sold factory seconds, I would not have purchased it. A gas oven is not something to play with. If they will not replace the oven with a new working model, then I want my money back for the oven, warranty and at least half the installation since they knowingly put in a defective product, and they can take this hazardous piece out of my house.

Business Response:
 Your refund will be issued within the next 7-10 business days. You will receive an email confirmation once the refund is posted back into your account.

Have a great day!

Thank you,
Customer Support
AJ Madison
*****************************Tell us why here...

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 and the matter has been resolved. They have mailed a check since they could not refund my original form of payment, which has been received on 12/**/2015.

Sincerely,

**** *****


 

12/7/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Viking electric cooktop and the extended warranty via the AJ Madison website on **OCT2015 for the total purchase price of $1398.00. The order was shipped on October 22 via freight shipping through the company AM Home Delivery. I was contacted on by AM Home Delivery on **Nov2015 and provided a delivery appointment for Thursday Nov * between the hours of 11:00am and 3:00pm, via voicemail left by the company. My husband returned the phone call and confirmed the delivery appointment date and time. He also provided an updated contact phone number of ************ because he was going to be the person available to accept the delivery. He also told them that the original telephone number provided for myself (************) was not a good number to use due to my poor cellular reception at work, and my unavailability that morning due to a previously scheduled meeting. My husband made arrangements to leave work at 11:00am, and my 18 year old daughter made herself available at the house that morning, in the event the delivery driver came before my husband got home. On the delivery date, at 9:46am a voicemail was left on my phone stating the delivery driver was 40 minutes out from our residence. I did not receive this voicemail, as I stated previously I do not have cellular reception in my office. There was also am email sent by AM Home Delivery sent at 9:47am stating the AM delivery driver was trying to contact us to let us know they were 40 minutes away from our location. This email was not received at the time due to me being in a meeting at work. My daughter was at the house getting ready for school on the second floor and made sure that she was ready and downstairs at 11:00am in the event the delivery driver arrived. My husband left work at 11:00am and arrived at the house at 11:30am to find a missed delivery notification from the delivery driver with the date and time of November ***, 2015 at 11:28am. He then contacted AJ Madison’s customer service number to attempt to catch the driver before he left the area. Customer service got in contact with the driver and my husband was told the delivery driver was miles away from the Memphis metro area and the delivery would need to be rescheduled once the item was returned back to the store. In the chaos of the moment we did not put certain information together, but after finally looking at the email from the delivery company and the times of the phone calls, we came to the conclusion that the delivery driver had shown up to our residence a hour prior to the scheduled delivery time, and that he did not take into account the change in time zones from the point of origin to the point of delivery. The point of origin was New York, which is Eastern Standard time and the delivery city of Lakeland TN, is Central Standard time, which put the driver at our residence at 10:28am; an half hour prior to the scheduled delivery window. My daughter had happened to be upstairs in the shower at that time and did not hear anyone at the door. After several telephone calls to AJ Madison’s customer service, we have still not come to a resolution of this matter. We have no scheduled re-delivery date, and no idea when we will receive our purchase. When my husband asked for the item to be refunded, he was told that nothing could be done until the item was returned back to the store, and that if we did insist on a refund we would be charged for the freight cost of the item going back and a re-stocking fee. When I looked at the AJ Madison website regarding their refund policy it states that the shipping cost and a re-stocking fee would be applied for a delivery refusal. However this is not the case, because the delivery driver arrived and left a half hour BEFORE the scheduled delivery appointment time. My husband was told on Thursday November *** that a manager would call before the end of the business day. We did not receive any phone call. He called again on the morning of Friday Nov *** and he was again told that a manager was working on our issue and they would call us back before the end of the business day. We did not receive a telephone call. We received an email from customer service on November *** at 3:05pm stating they were still looking into the issue and we would be contacted in 24-48 hours with further information. It is now Tuesday November **** and we have not received any further contact from AJ Madison. We have no scheduled delivery date, no refund, and no other resolutions to this matter. I am very upset and feel like I am being blown off by AJ Madison, especially because WE are not the ones that messed up the times for the delivery.

Desired Settlement: My husband had to take time off of work in order to be present for the original delivery. He is now going to have to take off work AGAIN to be home for the delivery. My desired outcome would be the delivery of my purchased item within the next 7 business days AND that AJ Madison should compensate us for our time and inconvenience in resolving this matter. This should either be in the form of a refund for part of the purchase price of the item (at LEAST $200.00), AJ Madison to provide the New Leaf 5 year warranty free of charge (which would be a refund of the cost of the New Leaf warranty WE purchased), and for AJ Madison to arrange and pay for a third party contractor to install the item. If none of these resolutions are acceptable to AJ Madison, then I request that a Full Refund of the entire purchase be issued immediately.

Business Response:

Thank you for your email.

We see your account has been refunded.

Have a pleasant day.

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

Complaint: LG washing machine was damaged on delivery in June 2015. Perfect packaging with no evidence of damage, so it appears damage occurred at LG factory. AJ Madison assured timely repair would be made. To date, no repair has been made. AJ Madison/LG claims parts are not readily available, yet they will neither cannibalize part from another washer nor replace my defective washer.

Desired Settlement: As part is not readily available, I would like to have my washer exchanged.

Business Response:

Thank you for your email.

We see from the notes in your order AJ Madison has confirmed a replacement unit for you . 

LG has authorized a replacement for you. We will process the pickup of your current unit on the new order. We will be sending you the new invoice shortly.

Please let us know if we may be of further assistance.

Have a wonderful day.

11/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a refrigerator on 10/**/15. Order number ********. I cancelled the order on the same day as soon as I learned the the refrigerator would not fit in my kitchen. AJ Madison refunded my payment except for $106 shipping. I now believe that the refrigerator was never shipped and never left the warehouse because it was ordered on a holiday. AJ Madison should not be payed $106 if the item was never actually shipped.

Desired Settlement: Refund of $106 in shipping charges.

Business Response:

Thank you for your email.

The order was placed and proceeds on 10/**/2015.

As the unit was a quick ship item the order was processed and sent over to the trucking company at the close of business on 10/**/15.

We do see the request via email after the close of the business day to cancel the order.

As the unit was already picked up and shipping for the following day (as with local quick ship items) the order would be subject to fees.

Usually the order would incur the 30% restocking fee that we list but out of customer satisfaction only the delivery fee (99.00 plus tax) was deducted from the refund.

We see in your account this was discussed with a customer service agent and you confirmed to this fee.

Thank you

Have a pleasant day

 

 

11/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In June 2014 I purchased an Electrolux front load washer that was repersented as new. In october 2015 I had a service issue with the washer and was told it was out of warranty by two months. I conacted a local service company who diagnosed the problem as a rebuilt unit that had been repaired. The current defect was in the judgement of the service provider a direct result of the rebuild. I have correspondence to include pictures to document this conclusion. I then attempted to contact AJ Madison on several occassions and have been stonewalled. They will not reply to my emails or phone calls. They will not provide me with a name of an uppper level manager for me to contact. To me it appears they missrepesented the unit as new and charged me accordingly and sent me a rebuilt used unit that they will not stand behind. There are many online complaiants about the business ethics and service provided by this firm.

Desired Settlement: The washer has been sold and replaced by me. I woudl like a cash refund to reflect the difference in cost of new verses used.

Business Response:

Thank you for your email.

We are sorry to hear of the issues you have had with your unit.

As all units AJ Madison sells come directly from the manufacture all units are sold new.

We have reviewed your account and find no notes as to when you called in or emailed us on this order.

We do see you placed and then canceld an order in October for a new LG set but nothing on the Electrolux washer.

If you would like to contact us so we can see if there can be anything done for the washer that is out of the manufacturer warranty.

Our phone number is ###-###-#### in addition your order number is ********.

 

Have a pleasant day.

 

10/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a Frigidaire Induction range on 7/**/15. Appliance did not arrive until 8/**/15. AJ Madison advises their customers to examine items upon arrival and assess whether it is in working order and advise them if it is not. In order to do that the item must be plugged in and turned on.. The item did not work properly. I advised immediately that I wanted to return it. I was told I could not because the item was considered installed when it was plugged in. They advised me that it was now up to the manufacturer as to what would happen with this product. I did not accept that answer and wanted the product returned. AJ Madison has refused and contacted the manufacturer who has sent two different servicers, who still have not corrected the issue. I have video and sound clips of the issue - a loud vibration that is constant. I have confirmed that this is not normal operation, with several other appliance retailers, such as **** *****, *****, **** ***. AJ Madison has stopped responding to my requests to return this item. And the manufacturer is telling me that they will send one more servicer out "as a courtesy" and see what happens.

Desired Settlement: I would like AJ Madison to take this product back and credit my AJ Madison credit card.

Business Response:

Thank you for your email.

We see from the notes in your order that your unit is now in perfect working order.

We are glad to hear this issue has been resolved.

Have a pleasant day

10/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Aga Legacy stove door is broken and I cannot get an answer from the company on how to get a warranty repair. The company sent me a phone number but it goes to ADT, the alarm company. I have sent 5 emails, have called 5 times but you can't leave a message. All I want is my stove fixed.

Desired Settlement: A fixed stove.

Business Response: Thank you for your email.

Manufactures info  *****************************
Along with there phone number as ###-###-####
 
Please note your unit was sold in 2009 and it may be cheaper to get service local as you are out of warranty for almost 5yrs now.

Have a pleasant day

9/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On the morning of September ***, I ordered two appliances via ajmadison.com. The site indicated that the appliances would be delivered in 1-2 weeks. Both appliances have mail-in rebates associated with them, totaling $140. Each rebatesrequires a serial number to be recorded off the appliance itself, and is required to be postmarked by 10/*/2015. On the afternoon of September ***, (Labor Day) I received an email from AJ Madison's customer service which indicated that 1) one of the two appliances is on back order, and will not be shipped until after October *** and that 2) neither appliance would be shipped until both of them are available. I have three grievances: 1. I will not be eligible for the mail-in rebates that I have described above, since I will not have either of the products in my possession until after the offer has expired. Obviously, these rebates informed my decision to purchase from AJ Madison, and the cost to me has now increased by $140. Although the product page for the back ordered item now indicates that the item is not available until after October ***, it did NOT contain this disclaimer at the time. Also, please note that ajmadison.com continues to advertise the $40 rebate for this product, despite the fact that it is not possible for the consumer to receive the product in time to be eligible. (Please see ***********************************************************) 2. As I mentioned above, this shipping delay was not communicated to me at the time of purchase, which means that AJ Madison agreed to sell me a product which they did not possess. Further, I was not informed until more than two days later, which means I am required to spend my holiday scrambling for a replacement range (if I wish to take advantage of many retailer's Labor Day sales promotions) rather than with my family. I am in the middle of a kitchen remodel, and the builders will be ready to install the range and refrigerator by the last week of September. If I had known that AJ Madison would have been unable to deliver until mid October, I would have attempted to purchase at a different retailer, which may not be possible now because local stores may be sold out of this item. 3. AJ Madison suggested that I contact customer support via phone, which I attempted to do immediately upon receipt of their email. Customer support, however, is closed today (9/*/15) which means I can't get any further information about this issue in time for me to make an alternate purchase, either from AJ Madison or a competitor, during the Labor Day weekend sales.

Desired Settlement: I would like AJ Madison to: 1) Ship the other (in stock) appliance (a refrigerator) immediately, so that I am still able to receive the $100 rebate that expires 10/*/2015 2) Find a way to get me the range I purchased in the time frame I was promised, at the price I was promised. I would be willing to accept an alternative product (of equal or greater value), or an order from a competing retailer, for which AJ Madison compensates me for any difference in purchase price.

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 and the matter has been resolved.

Sincerely,

*** *****



 

9/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1. They ordered me the wrong size refrigerator door panel, wanting me to pay for the return shipping fee. I requested the correct size, but NO ANSWER! 2. They ordered me (2 sets) of freezer draw panel which I only needed (1 set) they refused to take back the other set. 3. The dish washer came damaged they said they would ordered a new door but we never received it. 3. The microwave came damaged with a dent on the side. Customer service Joanna is NOT helpful

Business Response:
The dishwasher door damage- delivered on 2/**/2015 and called in on 4/*/2015 in regards to a damage claim. The manufacture will not accept a unit in return once it has been installed or called in pass 30 business days.We do not know were the unit had been damaged over such a long time period. However, out of customer satisfaction we have ordered a replacement door for your unit. We do not have control of the manufactures production date. Please note once the door is available it will ship directly to you.The part is on backorder until
the week of May **** 2015.

Freezer draw panel- Customer service has been trying to reach you to confirm you have the original packaging so we can send a return label. Once the customer confirms they still have the packing we can take this accessory back with no fees.

84" Height Stainless Steel Refrigerator Door Panel that was confirmed on the sales order- this accessory has been accepted back and the customer will be refunded the full price of $100.00 out of customer satisfaction.

The customer did not mention any microwave damage at the time of the initial call in damage claim. The customer service rep has requested photos of the damaged microwave so we may further assist you.

Thank you and have a pleasant day





Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

This was NEVER resolved they have NOT gave me credit back to credit card and we still have (2) damaged item that have not been replaced, and they did not refund $308.75 for “shipping” return the wrong items they shipped to me.

They are not on top of this issues and we have been going around since 4/*/2015.  


Sincerely,

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




 

Consumer Response: Here are copies as per your request.

Business Response: Thank you for your information.

We have attempted to refund your account for the below brake down but the order has being brought into pre- arbitration and there for sent over to our legal team.

We did inform them of the money owed on your account.


Customer is due for a refund for model's below:

990033100-$100.00
990032300-qty 1 209.00 plus shipping she spent $88.75. (sales reps mistake so shipping will be covered)

total refund 397.75.

As the account was requested to be brought to legal action this will be resolved through your credit card legal team and ours.

Thank you for providing the tracking numbers so we can assist you in this matter and resolving this issue.


Have a pleasant day.


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

We would like AJ MADISON to refund us what is owe to us. these issues have been going on for 8 months. We will Never buy any items fro this company and also refer them to anyone. VERY POOR CUSTOMER SERVICE..

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Thank you for your email. 

As you have chosen to charge back your account with your credit card and they have brought legal action on your account, we no longer have access to the order.

Your legal team is working with AJ Mansion's legal team to come to a resolution.

We are sorry we could not resolved this before this escalation.  

Have a pleasant day.

9/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Had bought a GE washer from them first one came in damaged after sending a email with pictures they contacted me days late saying they would give me $50 off to keep the damage machine. I spoke to CS again and so I just wanted a replacement which they did and sent within a couple of day. When I run the replacement machine for the first time it was making a loud sound while running call them back saying the machine was not working and they told me they needed to get GE to come look at it since it was already hooked up. My appointment for for Aug **** between 12-5 at 4:30 the service man call me and said I would have to be willing to give his $130.00 or he was going to have to cancel the appointment called them back said it was not right the serviceman called me back and said he wasn't coming out called them back by this time it was after 5pm and they could reach GE would call me the next day and would let me know. Not hearing back I called again they called GE again said they were going to send another service company out. GE call me a couple of days later saying that that company didn't service my area and I could call someone and they would reimburse me, told them I would call AJ Madison again late said they would call GE and call me the next day (this was Thurday the ****), didn't hear back from them so I called back again on Mon the **** said Tue. I had already taken off work 3 times for this and told them I just wanted a refund because this is going on to long I (3 weeks now). Said they couldn't not refund!

Business Response: Thank you for your email.

We do see that you called in to inform us of the charge that the ** company was trying to charge you.

We immediately changed service companies for you as there should be no charges for a residential unit in the first year of the manufactures warranty.

We also see you did not want the appointment that was set and asked for a Saturday appointment.

As this was not possible we did inform you and send you the following update email with the new service appointment and companies phone number if you wanted to change the date or time.


Good morning,

Thank you for placing your order with AJ Madison.

We have reached out to *** ******* service in regards to the upcoming service for your washer.

They do not have any close availability for a weekend appointment and have reschedule you for 8/**/15 between 8am-12pm.

Should you need to reschedule this again please reach out to *** directly at ###-###-####.

Have a great day!


As is the manufacturers policy the unit will have to be serviced before the consideration of a replacement is made once a unit is installed as stated in out policies.

Once service is received you can update us if the manufacture is authorizing a replacement or parts.

Have a pleasant day


?

8/25/2015 Problems with Product/Service
8/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July * 2014 we purchased a ********* refrigerator, was deliver with a damaged door, and was offered 1-refuse delivery and will get a replacement whitin a week (Because of July *** holiday) 2- a $100.00 credit and a new door delivered over next 6-8 weeks. which we accepted since we could not wait (our old fridge has stopped working) . so we get the new door it was damaged as well, we then call AJ and a 3rd door is being ordered. All the while the fridge kept on freezing the food, and if we lowered the temp. the freezer would not freeze the food. of course we call AJ and they will send down a technician and they did, Now! we have been having thech guys coming in and out of our house for the last year or so...... we decided to request for a refund and ask AJ to pick up this damaged unit and we want to buy a new unit, WE ARE BEING STONEWALLED BY AJ MADISON and by ******** ********* ****** *** as they will not release any information to me dating back to the date of purchase Ie. call logs, emails, etc. After all, all phone conversations are recorded first the damaged doors were to blame, then it was something else , now we need a new part..... after a full year they figured out that we need a part....... can we believe them??? a lot of food has been spoiled over the last twelve months, as the fridge still freezes the food. Then AJ transferred the blame to ********* as the manufacturer, and I am trying to deal with them, and we are not making any progress yet

Desired Settlement: We want AJ Madison to come pick up the damaged fridge, and refund us all the money we paid $1919.48

Business Response: Thank you for your email.

We have looked into your order.

We do see our customer service department has sent you the information you have requested that we have accesses to (emails) 

Our units are covered by a 1yr manufactures warranty.

Our calls are kept for 6 months. 

Unfortunately your last call was more then 7 months ago so they can not be provided, as we no longer have them.

Please see the email that our customer service department has sent to you: 


 Good Afternoon ******,

I understand.

Unfortuantly are call logs do not go past 6 months. There has not been any calls from you since December, which was 7 months ago.

I apologize.


We are sorry we could not be more of an assistance to you.

8/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new freezer which will not cool. I have asked that the company AJ Madison take back the freezer. They want the original manufactuerer to warrant the appliance. ********* sent out a technician who recommended that I return the unit. The repair required was extensive and it is a brand new unit. I am stuck in the middle with no working freezer with a family of 5 to feed and clothe. I want a working freezer. It's been two weeks since the order.

Desired Settlement: **** ****** ******* **** ***** ********* ******* **
Tell us why here...  I want a replacement. The one they sent is not functional. It has a sealed system leak according to the repairman.

Business Response:

Thank you for your email.

Please see the information that was provided to you to assist you in your order by our customer service department:

Hello ****,


Thank you for shopping at AJ Madison. I'm sorry for the problem you've been having with the freezer. AJ Madison is an authorized dealer for the manufacturer. The manufacturer's policy states that an authorized manufacturer's service technician attempts to fix the unit, before it is replaced.


I spoke with *********, who reported that the return request was not approved. They also said that they have spoken with you, and arranged another service appointment with Appliance Service of Central Florida.

We apologize for the inconvenience and appreciate your patience.

Thank you,
Customer Support
AJ Madison
*****************************

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 and the matter has been resolved.

Sincerely,
**** ***



 

7/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our landlord purchased a new ********* washer and dryer for our *** apartment from you. We were told that once the machines were installed we would not be able to return them. After our sheets ripped and water leaked in our cabinets and possibly into our neighbors apartment, we had a ********* person come to inform us that your technicians had improperly installed the machines - having not included a second water pipe and even more importantly having not installed a shut-off valve. After nearly a month of requests to return the machines, we are still going back and forth with your customer service person, Molly, and are going to have our lawyer contact you to seek damages if this is not resolved asap. We're busy people and have zero desire to do anything but have our landlord reimbursed for the machines she purchased. Please just pickup the machines and credit her and avoid this incredibly frustrating lawsuit that is headed your way. We have sent photos of the damage and are prepared to send you the bills for the thousands of dollars of damage you've done to our clothing, apartment, and sheets if you don't just resolve the situation. We have purchased new machines that will be installed on Tuesday. We'll gladly leave your machines on the street for you or someone else to collect. Thanks

Desired Settlement: Schedule a person to pick up the machines and refund our landlord.

Business Response: Thank you for your email. 

Please have the purchaser contact us, as we can only communicate with the purchaser to make any decisions on there account. 

Have a pleasant day 

7/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a hood on 6/**/15. I tracked my order online on 7/*/15 expecting to see that it would arrive any day. I found that the order was still "processing" so I called AJ Madison customer service. I was told that the "July *** holiday messed things up" and that my hood would arrive at AJ Madison from the manufacturer on 7/*/15. They assured me I would have it on 7/** or 7/**. On 7/*/15 i checked the status again and found it to still be "processing". I called at that time but found it was after 5:00 EDT and they were closed. I called back on the morning of 7/**/15 and was told the hood still had not arrived and that they would get me some answers and call me back. I waited until a few minutes before 5:00 EDT and called back after not receiving a return call and was sent to voicemail saying that I reached AJ Madison after hours. I left a message. I then went online and sent a message through AJ Madison's site. On 7/**/15 at noon EDT I still had heard nothing back so I called again. I was now told a different story that the hood was initially shipped from the manufacturer but that the carrier never delivered it to AJ Madison and that AJ Madison "lost track" of my order and didn't realize they hadn't fulfilled it. They told me the hood would arrive at AJ Madison on 7/**/15 and they would "expedite" shipment to me in 4-5 business days for my trouble. This was what they had already told me the shipping time would be from the first phone call. I called them out on this and asked if they were willing to do anything to compensate me for over 2 weeks of delay on an item that gave no indication that it was not in stock. They offered me a 3 year warranty on the hood. I explained that this did nothing for me as I would expect the hood to last much longer than that without any failures at $610! I was eventually passed on to a "*******" named ****** who also stated that they could do nothing further for me except to cancel my order if I wanted. At this point I explained for the *** time that I have a custom cabinet that was built to accommodate exactly this model hood. At this point I would have to re-order from another company which would take at least as long to get the same product. I explained that I am a repeat customer to AJ Madison but would no longer shop with them if they were unable to show me that they could service a customer any better than they had thus far on this transaction. She said she would look into this further and assured me she would call me back "within the hour". Our call ended at around 12:15 EDT. I waited until 4:00 EDT and never heard back from ******. I then called back and asked for her. I was told she was not at her desk and that she would be asked to call me back immediately when she returned. I waited until 4:55 EDT and never heard back from ****** again so I called back. I was able to get ****** on the phone then. She told me that she had been unable to reach the manufacturer of the hood to see if they could do anything for me and that was the reason she had never called me back. I explained to her that I did not purchase this from the manufacturer and did not feel that they owed me anything at this point. I explained that I was her customer and that I expected AJ Madison to take care of me. If the manufacturer did not take care of their customer (AJ Madison) then they could work that out. I asked her again if she could offer to do anything for me to keep me as a customer and she said she could only offer me the free 3-year warranty. I accepted that and told her I would never shop from AJ Madison again and would start spreading the word about how poor their customer service is. I asked her if that was the result she wanted and she responded "no'. I asked her if she was willing to satisfy her customer so that didn't have to happen and she said she couldn't do anything for me. I am shocked that a customer service ******* could find no better solution than to offer a warranty, that essentially will have no value, to try and satisfy a customer that has given them repeat business over a 4 year period. I am even more shocked at how I was given different stories on different occasions as to why they were failing to fulfill my order satisfactorily to begin with. I can't believe they wouldn't realize the lies would fall apart when the situation did not play out along the story line they made up. It was clear that their goal was to simply get me off the phone so they did not have to do anything more. No one was interested in looking into what the root of the problem was and resolving it.

Desired Settlement: As I explained numerous times, the delay in this shipment is costing me both money and time. Both are very valuable to me. I have a contract and have paid for my cabinet installer to manufacture a hood enclosure and install it with the hood when installing our kitchen in our house currently being built. the cabinets and installer have traveled from 800 miles away. He has completed the rest of the job and is now returning so I will now have to pay for someone else to install the hood. Essentially I am forced to pay for the same service twice now due to the delay in shipment of my order. AJ Madison should help compensate me for the added costs their delay has caused especially since they made zero attempts to contact me and let me know that an unforeseen delay had occurred. Had that happened in time I might have been able to adjust the installation accordingly and saved myself this expense.

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 and the matter has been resolved.

Sincerely,

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



 

7/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a Frigidaire FGHN2866PF 27.7 Refrigerator that was delivered on 4/**/15, which did NOT COOL AT ALL (fridge or freezer). When we called AJ Madison as soon as they were open the next morning, we started getting a whole slew of ridiculous reasons why they wont replace the fridge. First Customer Service tried claiming that since it was plugged in, it is no longer their responsibility, and it has to go thru the manufacturer for warranty repairs. This of course is absurd. Duh, the only way to tell if it works is by plugging it in, and according to this nonsense they can absolve themselves from selling any defective appliance,(which based on a check of the large volume of complaints against them on the internet, indeed appears to be their tactic). I think people would be shocked to hear that when they plugged in their radio or appliance, they actually made an "installation", with permanent and irreversible ramifications. Not only is it ridiculous, it is also meaningless, as it has no bearing on the fact that a totally defective product was delivered, which is not was purchased. It really doesn't get any simpler than this; there is no valid sale because a totally non working unit was sold.Then Customer Service tried claiming we HAVE to call Frigidaire first to make sure it is defective before AJ Madison can replace it. Then they tried claiming we CANT call Frigidaire first, for AJ Madison to replace it.Then Customer Service tried claiming it is not DOA if the lights in the fridge go on. Hello, its a fridge not a chandelier. If it doesnt cool at all, it isnt a refrigerator; its a 350 lb. box.Bottom line, Customer Service said they would not take back the fridge and deliver a new one. (Including some more ridiculous assertions, like putting in a new compressor will make the fridge better than a brand new one). This even though we repeatedly made clear we bought a new fridge, and didnt purchase or want a refurbished or repaired fridge.

Desired Settlement: Full refund or brand new working item as purchased, and compensation.

Business Response:

All-

The manufacturer agreed to either replace or refund this customer.  At this point AJ Madison has refunded the customer in full.  We hope that the customer is fully satisfied.


AJ Madison


6/30/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I originally made a purchase of a gas stove on 12/**/2014 on invoice number ******** in the amount of $1,128.00 and had been advised that a Trim Kit was available from ******* for this model stove. I called ******* to order the Trim Kit and was told that they did not sell parts directly to customers and that I would have to purchase it from a ******* parts dealer. After calls to few parts dealers I was told I needed to get the part number for the Trim kit from *******. I reached back out to ******* and was told that a product specialist would contact me with the information I needed. After a few days ******* contacted me to inform me that a Trim Kit was not available for that model stove. A Trim Kit was the only way the stove would go between counter tops and have a professional look. As soon as I was made aware of this I called AJ Madison on Dec, ** 2014 to cancel that order as it would not install properly for me. I was told that the unit had just shipped and there was nothing they could do. They informed me that a $240.00 shipping charge would be charged, and a 30% restocking fee would also be charged for a stove that I never even received, but if I ordered another stove within 7 days the restocking fee would only be 15%. Please understand that I never received the stove that was ordered on Invoice number ********, also the price of the stove was $989.00, 15% of that amount would be $148.35 and the shipping charge was $240.00 per AJ Madison. If you add the two amounts together they come to $388.35, the amount I agreed to when I was told I would receive the new stove by mid to late December. I had already started receiving invoices from ****** Credit even though I had not received any stove, I called ****** and file a dispute with them after looking into it they removed all fees and charges from my account. AJ madison put the charges back on in the amount of $527.35 not even the amount that we had agreed on. I feel AJ Madison was holding me hostage with their shipping and restocking fees. I have been on the phone with them for hours and I do mean hours, I have been told numerous times that someone would call me back, they never do. They have told me the amount has been cleared up with ****** but when I ask *** *** what is the amount, its never been what I had agreed to based on the purchase of another model stove that I would receive by the end of December. After being without a stove for nearly 2 1/2 months now, AJ Madison should compensate me for my time and untold aggravation in what should have been a simple purchase. A side note to all that went on with this purchase is that I had to have a gas line run because our old stove was electric, the plumber wants to charge additional monies for coming back again to hook the gas line up due to the long timeframe between his trips to my home. I understand if a item is on backorder you have to wait, but when you just keep pushing the date out something is wrong. I wonder if the problem is the price they offered for the stove was the old bait and switch technique . They have offered me other models that they can ship out in 2 days ( of which I don't want). After being without a stove for nearly 3 months, AJ Madison should compensate me for my time and untold aggravation in what should have been a simple purchase.

Desired Settlement: Due to AJ Madison not keeping the promise to deliver the stove by late December 2014, they should wave all fees for exceptional aggravation time wasted on the phone and letters to ****** trying to resolve this matter.

Business Response: On December ***, 2014 the customer confirmed and placed and order with AJ Madsion.com for 1 major appliance and one warranty.  

Once the order was confirmed, a confirmation email was sent to the customer with the shipping and restocking fees disclaimer and the whole order with prices. 

The order shipped out December ***, 2014 with ** **** ********. A shipping confirmation email was sent out prior to shipping with return policies as well.


We received a call from the customer on December ****, 2014, stating the customer no longer wanted the order. We explained to the customer that the unit was shipped out 2 days prior. If they would like to refuse the order the disclosed fees would apply.

The customer responded to the email agreeing to the restocking and shipping fees.


As the customer wanted to place a new order, as promised AJ Madison only deducted 15% restocking from the unit the customer ordered plus
the $240.00 shipping fee. All agreed to by the customer.

Amount paid- 989.00                                                                
                                                                                                                                                                                                                      15%- $148.35                                                                                                                                                      
shipping-$240.00                                                                                                                                        
customer refund owed- $600.65

The customer was refunded when the refused unit was returned to AJ Madison on 1/**/15.

The customer does have a warranty on the order  capable of moving over to the unit order. However if they would like to cancel it the refund would be in the full amount of $139.00. The request for the cancelation of the warranty does need to be made in writing and has never been requested.

As for the new order that was delivered, the customer was informed the unit was on a nationwide backorder. All updates were provided to customer along with alternitive options. The customer choice was to wait for the backordered unit. The unit was deliveryed in March.







Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]The 15% restocking fee comes to $148.35, the shipping fee comes to $240.00 making the total $388.35. If they would take the time to look at their own invoice they will see I did not take a service contract on the last stove i purchased. ****** credit is invoicing me for $552.35 dollars instead of $388.35. I should not have to give them anything in writing because I did not purchase a service contract on the last stove.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response:

Response 6/**:

We have contacted ****** about your account. 

We have requested the warranty amount of 139.00 be posted back to your account. 

The following response was received in the resolution of your issue: 


The chargeback requested below has been processed to the customer’s account and should post by tomorrow. The customer is welcome to contact Customer Service (###-###-####) for assistance and confirmation.


Best Regards,

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

If you need any further help please let our customer service know so they can assist you. 

Have a pleasant day 

Updated Response 6/**:

 

AJ Madison has confirmed with Bill Me Later that the amount *** ****** owes to AJ Madison is $388.35 only. Any other charges he owes are not from AJ Madison, as this is a problem that he needs to bring up with Bill Me Later.

 

Sincerely,

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

AJ Madison

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

When contacting ****** today, I was advised that the total amount owed was $413.35. That is $25.00 more then the $388.35 that AJ Madison said I owed.
It was explained to me the $25.00 was a late fee, and they would waived that amount if I paid them over the phone today. I told them all my bills are paid by electronic check from my bank, and I would be glad to pay the entire amount if they could give me a invoice in the correct amount. This they could not do before the next billing cycle and I would incur another late fee. All I want is a invoice that states the total amount owed is $388.35, I don't see why this is such a big problem, there should never been any late charges until the correct amount was invoiced to me.[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

6/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We ordered a brand new washing machine. It was delivered to us and dropped on the way in. There was a minor dent that we were ok with having replaced. When we installed the machine, it was broken. I communicated this many times with AJ Madison (the business who sold us the machine) and they continue to tell us that they will not replace the broken machine because it has already been installed. If it was not installed, we wouldn't have known it was broken! We ordered a new washing machine so that things would be easier. I am at the end of my pregnancy and dealing with repair men coming in and out and not being able to determine exactly what the problem is. AJ Madison said it is ********s responsibility and ******* tells us it is AJ Madison's responsibility. We ordered a NEW washing machine from AJ Madison, so our expectations are that AJ MADISON delivers us the new product for which we have already paid.

Desired Settlement: AJ Madison deliver a new, working washing machine that we ordered and take the broken one back.

Business Response:

Our customer service team sent you the below listed email and await your response so they can move forward.

They look forward to hearing from you.

Have a pleasant day.




Thank you for your email.

We did escalate your case to the manufacture and explained that issues you have been having.

They have issued a return authorization for your washer.

Please let us know if you would like a refund or a replacement of the unit.

Once you let us know how you would like to proceed and we will forward the pick up request to the trucking company.

We look forward to hearing from you

Thank you,
******** ******** ** ** ******* *****************************

6/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a Summit SWC1224 Wine Cellar (order number #********). I found that the top of the cellar was damaged at the hinge. The door does not close. I contacted the sales person the next day and received the following response: "I am sorry to hear the unit arrived damaged. Kindly forward the email with the photos to ***************************** and a representative will assist you shortly." I sent four emails to customer service over a period of one week and received no response.

Desired Settlement: I desire a full refund for the damaged goods I received.

Business Response: Thank you for your email.

We see no communication attached to your order number.

Please call customer service so they can assist you.

They are open:

9am-5pm Monday- Thursday
9am- 3pm Friday

There phone number is ###-###-####

They look forward to assisting you in this matter.

Have a pleasant day

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I received a positive reply from AJ Madison. The Customer Service Representative indicated the following:

1) We can process a 20% refund to keep the unit as is. That is a great saving for you. 

2) We can send you a brand new unit.

I selected option 2. I have not yet received a follow-up email from AJ Madison.

I cannot accept closure of this case until I have received the replacement unit.



 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *****




 

Business Response:

Thank you for your email.

Please note your new order number is ********.

A copy of the invoice has been sent to you.

Please have your damaged unit in its original box ready for pick up.

Thank you

6/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a ********* front loader washer with pedestal. the washer and pedestal arrived damaged I have tried working with AJ Madison and the replacement that they have sent were damaged as well. they are refusing to come and pick up damaged items and give me back a full refund as they state in there policy. the washer and pedestal have never been used. I have washer replacement parts sitting in a box in my home for over a week. I will never order from them again and need help getting a refund. This washer and pedestal cost me$ 1537.00 which I can not afford to lose over damaged equipment... Please help me. the washer and pedestal delivered on 5/**/2015

Desired Settlement: I would like them to pick up the washer and the parts that they sent and get a full refund for washer, pedestal, and 5 year warranty. Thank you for your help.

Business Response: Dear Valued Customer,

Your refund will be issued within the next 7-10 business days.
You will receive an email confirmation once the refund is posted back into your account.

Have a great day!

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 and the matter has been resolved.

Sincerely,

****** ****



 

6/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: AJ MADISON SOLD ME DEFECTIVE MACHINE AND REFUSE TO EXCHANGE OR REFUND.

Desired Settlement: EXCHANGE/REFUND

Business Response: Thank you for your email.

We have looked into your order and see you have been informed of the pick up of your unit.

Please have the unit in its original packaging sealed, and ready for pickup immediately.

Have a pleasant day.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here] No pick is scheduled as of today and no refund issued as of 05/**/2015.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Thank you for your email.

We see your unit had been picked up and a refund check has been mailed to you on 6/*/15 check # ***** for $1119.63.

Have a pleasant day

6/12/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a sink from this vendor. The sink arrived in a crushed box, opened and re-taped at both ends, bent sink flange, that has been "kicking around their warehouse since 2013, and missing mounting screws/clamps. I informed the customer service department and they keep asking for more photos and will not refund my money. I believe this company knowingly sent a damaged unusable product with missing pieces and the customer service representative is trying to run out the clock.

Desired Settlement: Refund of all of the money I paid and a prepaid return label.

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 and the matter has been resolved.

Sincerely,

***** ******



 

6/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a washer (4/**) from AJ Madison to be delivered 5/* and paid in full($768.00) with a Visa Gift Card and my Visa Credit Card. I was emailed on 5/* that the machine was out of stock and not to arrive until end of following week. I emailed the salesman and picked a different washer ($120 less, he was supposed to credit back but did not). The machine was delivered 5/* and did not work correctly that evening (took 3 hours for quick load and did not drain all the way). I called AJ Madison 5/*am and they set me up with a service call. Serviceman came out 5/* and said it" was in the transmission and the tub is out of round". Service company reports to ********* and ********* states what they will do. Their only solution was to fix it as it was considered a fixable problem. AJ Madison told me they need to go by what ********* says and I can't return it as it was installed. How are you supposed to see if the NEW item you purchases works correctly, unless you plug it in? This is ridiculous to ask someone to accept a broken item but pay for a new one. Really?.....Pay for new, wait another week for parts for my NEW machine.....that's not right. I tried speaking to several people with ********* and also with AJ Madison with no luck. I had wanted a replacement(which they would not give me) but now I want nothing to do with either company.

Desired Settlement: I want to have AJ Madison send their delivery service back to pick up the broken machine and issue me a full refund of $768.00 to my Visa credit card.

Business Response:

There was no credit of $120.00 since the card was charged after the price adjustment was made. Your original invoice amount was $120.00 more then what was actually charged on 5/*/15.

We apologize for any confusion.

AJ Madison is a dealer for the manufacture. Once a unit is installed the unit does fall under the manufactures warranty. The manufacture will cover all parts and labor for the first year. If there is an on going issue with the unit AJ Madison can contact the manufacture on your behalf to request assistance.

We are sorry for the issues you are having with the unit. Once the first service call is completed we are sure the unit will be in perfect working order. If there are still issues please let us know and we can assist you.

Have a pleasant day.
?

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

First of all, I paid the extra $100 on a Visa Gift Card, so that is the portion that need be refunded in the least.

AJ Madison is still stating that I must accept and fix a washer that was purchased as brand new and came broken on delivery.  They content that is was "installed" and once it is, it must then go on warranty.  The machine needed to be installed to see if it worked........how else are you supposed to see if it does.  To ask a customer to accept a broken item and fix it from day one is ridiculous.  In any other business that I have done, if an item comes broken, it gets returned for a new, non broken item.   I refuse to pay for a broken washer.  I also do not want to deal with either ********* and more so AJ Madison for ripping me off.  I will continue until this is solved to my satisfaction......which is to have the washer picked up and returned to AJ Madison for a full refund of $748.00

,

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *******




 

Business Response: We are sorry to hear that there is a problem with the unit you received.

Your product comes with a 1 year manufacturer warranty. When a service technician comes to your home, they will repair the unit for free.

We require service to be set up since the issue may be something due to incorrect or incomplete installation.

In addition, the manufacturer will not authorize a replacement unit until one of their service technicians deems the unit " unrepairable".

We have reached out to the manufacture with your issue and they will be in contact with you. Feel free to reach out to them directly as well at ###-###-####.Tell us why here...

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I still have a broken machine that can not be used. AGAIN, no one should have to live with a repair to a brand new item.  AJ Madison should have done the right thing for the customer.  They know they will not have to take the item back as it must be installed to see if it works.  Once installed,per their policy, it can not be returned. Hmmmmm, heads they win, tails I lose?

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *******




 

5/22/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: purchased kitchen hood on April *, 2015 and shipping company did not deliver product. i was forced to drive 30 miles to pick up item myself. i signed a ticket that stated the packaging was in good condition; however, the there was nothing with regards to contents. after getting to my job site, i immediately called AJ Madison and spoke to ******* *****. i sent pictures of damaged unit and requested a new unit asap. they never called me back. i had to initiate every point of communication. they finally told me they could do nothing since i picked up package and signed for it. i notified my bank and am in the process of filing a claim against them. they have no business ethics. dont not purchase from this company. if you do, make sure to fully inspect item....make the driver wait before signing any ticket. if possible connect unit to verify it is working......

Desired Settlement: the item has not been removed from packaging.....wish to have new unit.

Business Response: Thank you for your email.

We see customer service has already sent the following information to you:

The replacement has been authorized.

Please mail the actual serial tags from your hood, model ********, to the address customer service has provided in the replacement email.

If you have any questions please let out customer service department know.

Have a pleasant day.

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 and the matter has been resolved.

Sincerely,

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



 

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

Additional Notes

Complaint: we got a fridge on march ** 2015 one week later the fridge is (not) stopped working April * 2015 i called aj madsion they were closed so i emailed them for help they told me to call the manufacturer i did they send a repair person and he told me he needs to order a board (computer for the fridge) i emailed the sales person from the store she told me she will take back the fridge that's not working and will deliver a new one she charged me for the new fridge and she is going to rush deliver the new one... now there telling me they are not picking up the old fridge and i will have to pay for 2 fridges the new one and the broken one please help

Business Response: Thank you for your communication.

We have reviewed your orders and do show that you ordered a unit and after install and use the unit required service.  Manufactures service was provided under the one year warranty, the part was ordered and at the moment you are being scheduled for install of the part.

The order you placed for the 2nd fridge has been canceled and has been refunded in full. This credit will show back to your account in the next 7-10 business days.

Have a pleasant day.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 offered me a new fridge and payed for it on 4/ **/15 # ******** and AJ Madison took away the broken pallet on 4/**/15 WAS NOT GIVEN YET A REFUND for the broken fridge 

 now we payed for 2 fridges 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

* ******




 

Business Response: Thank you for your email here is the brake down and notes from all of your account orders.

All issues seem to have been resolved.

Have a pleasant day.




********- ISSUED CUSTOMER REFUND FOR $1544.94 IN FULL 04/**/15 4:42 PM - model FFHN2740PS

********- ISSUED CUSTOMER REFUND FOR $1777.93 IN FULL 04/**/15 11:07 AM- model- GNE29GSHSS

********- customer has delivered unit.

?

4/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Online purchase of an LG WM1377HW washing machine (with built in heater element!) plus third party extended warranty on December**, 2014 for U$ 1,090.00. Original item arrived transport damaged on 12/**/2014. Case opened with AJ Madison. Replacement delivery 01/**/2015. Replacement item still not working as advertised. According to LG customer service (phone recored available) this particular model has no built in heating element. The item was ordered specifically for the internal heating element. The item does not as advertised and/or described "boost the hot water temperature for Extra Hot, Hot and Warm settings". The water temperature remains tab cold. The item did not work from the beginning, in other words the items was DOA (dead on arrival). The customer requested an immediate exchange for an out-of-the-box- working item. AJ Madison refused the customer's request and tried to force the customer into a Warranty repair.The customer is legally entitled to receive a brand new working item. The customer does not need to accept a repaired item in lieu of a brand new working item, particularly since the item did not work properly out of the box. Furthermore AJ Madison did not provide proper refunds for the original transport damaged item. The customer was billed and has paid in full on December **, 2014 and as of February **, 2015 has still not received a working item, proper refunds and/or third party warranty contracts for the replacement item. Additionally the customer had incurred expenses due to the non working item and the customer's urgent need for a substitution. The customer at this point also claims any and all related expenses, including but to limited to temporary substitutions and/or other relieve.

Desired Settlement: • Replacement item for a brand new out-of -the-box working as advertised and/or described item • Proper refunds and re-billing of the 2nd replacement item at the date of re-delivery of such replacement item, • Issuance of a new third party extended warranty contract for 5 years for the 2nd replacement item as a courtesy for the inconvenience, • Refunds for any and all expenses incurred due to this situation. • Written personal reply from the ***, *** ***** ***** as well as *** **** ********* • All these demands are contingent upon a brand new out-of -the-box working as advertised and/or described replacement item • The customer reserves the right to his/her personal and/or data privacy and any such information may under no circumstances be publicly (or elsewhere) displayed, published, stored and/or distributed, etc. what so ever.

Business Response: Thank you for your communication.


Good Afternoon,

AJ Madison is a large corporation.

The *** does not respond to these inquiries and **** ********* does not work at AJ Madison.

Customer service handles these issues and very happy to help you.

We are sorry you are unhappy with the unit and want you to be able to purchase and have a unit that fits your needs.  

We can pick up the unit and issue a full refund, or we can arrange warranty service.

Please let us know which you prefer. We do not have another unit to send you as this unit is out of stock.

Our customer service team has made this offer to you but you have refused. Please understand these are the only two options available.

Our customer service team is awaiting your response.

Have a pleasant day.






Consumer Response: Better Business Bureau:

We have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:


The size of a corporation is irrelevant if communication is personally addressed to specific person(s) and/or officers of such a corporation. It only shows how a company elects to do business and/or handle sensitive and potentially legal customer care issues.

We are dealing with corporations much larger than AJ Madison on a daily basis and never had or have any issues and/or plain refusals of communication with corporate management, officers, including but not limited to ***’s, ***’s etc.
As we now have numerous times and explicitly explained the customer's demands, and since a BBB dispute is pending, we have to inform you that the customer insist in the appropriate exchange for a brand new out-of-the-box working item. The customer is legally entitled to receive such an exchange and is prepared to protect his legal rights.

Your argument: "We do not have another unit to send you.”   is unacceptable since by your own admission AJ Madison is a large corporation, thusly the proper exchange as demanded by the customer can and shall not be the issue. A “large corporation”, such as AJ Madison should have no problems what so ever obtaining items from the respective manufacturer in a short amount of time.

The customer’s complaint stands! 

In addition we refer to our extensive prior correspondence.

The customer also reserves the right to file additional claims, including but not limited to legal actions with the Department of Consumer Affairs and Protection, due to AJ Madison’s plain unwillingness to provide the customer with remedies to which he is legally entitled.

The customer continues his dispute until such time as a customer acceptable agreement can be reached. 

At he same time the customer herby demands to receive any and all corporate information including but not limited to direct contact information (phone number, mailing address, email, etc.) for the corporate officers for AJ Madison, Inc.

Furthermore, AJ Madison’s most recent statement that, “We do not have another unit to send you as this unit is out of stock” is not corroborated by AJ Madison’s online order option (order form dated March ***, 2015), where no mention is made that the unit might be out of stock and an additional order will go through just fine. Also our research indicates that there is no shortage of the items in question from the manufacturer.
 
Additionally, a recent phone inquiry to AJ Madison’s order line ***** *** **** further proofs that the requested item is definitely in stock since AJ Madison’s sales personnel confirmed availability/in stock and was ready to ship the item in question and followed up with the appropriate “sales quote” dated March ****, 2015.
Thus, and contrary to their statement(s), AJ Madison could easily order and/or ship/provide another unit from their warehouse and/or the manufacturer, since the item is clearly in stock and certainly not  discontinued. This leaves the impression, that the company simply does not wish to provide the customer with proper customer service.

Clearly “the only two options” that AJ Madison wants (!) the customer to agree to are not the only options! 

The customer would be willing to wait for the replacement item for a reasonable amount of time, with the proper interim credit, if availability were a legitimate concern.
However, the customer will only accept a brand new, un-repaired, non-refurbished, factory sealed, working out-of-the box replacement item.

The customer has already suffered additional hardship and expenses due to this ongoing situation!

The customer also will proactively insist in yet another replacement unit, should the respective exchanged item again not work properly out-of-the-box!


The customer’s complaint stands as described!


 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ****




 

Business Response: Thank you for your response.

Sir, the claim that the unit is not installed but DOA is a contradiction.

All items are able to be added to the cart and even check out but as we do not charge until an item ships a back order email will be sent. This allows customer to hold a price and receive allocation.

If you will allow AJ Madison to pick up the unit and refund you we will be happy to due so. 

We have overridden many AJ Madison policy's to resolve your order.

As there is no proof that the unit is in fact DOA as you have refused service. This is the only option AJ Madison is willing to provide you as.

Furthermore, as the unit was moved from the delivery location to an unknown address the unit will need to be returned to the location or the address provided to our trucking company for approval.

Please confirm you will allow is to pick up the unit and refund you in full. If this is not agreed to there is nothing more AJ Madison can do for you.

Please confirm and we can set up a pick up with our trucking company.

Have a pleasant day.





?

Consumer Response: Better Business Bureau:

We have reviewed the response made by the business in reference to complaint ID# ********, and have determined that the complaint has NOT been resolved because:

MESSAGE FROM BUSINESS:

Thank you for your response. 
Sir, the claim that the unit is not installed but DOA is a contradiction.
 
All items are able to be added to the cart and even check out but as we do not charge until an item ships a back order email will be sent. This allows customer to hold a price and receive allocation. 

If you will allow AJ Madison to pick up the unit and refund you we will be happy to due so. 

We have overridden many AJ Madison policy's to resolve your order. 

As there is no proof that the unit is in fact DOA as you have refused service. This is the only option AJ Madison is willing to provide you as. 

Furthermore, as the unit was moved from the delivery location to an unknown address the unit will need to be returned to the location or the address provided to our trucking company for approval. 

Please confirm you will allow is to pick up the unit and refund you in full. If this is not agreed to there is nothing more AJ Madison can do for you. 

Please confirm and we can set up a pick up with our trucking company. 

Have a pleasant day. 




CUSTOMER REPLY:

Please direct this email to AJ Madison’s CEO, *** ***** *****, personally:
We herby request reply correspondence from the addressee!


With reference to all of the customer’s extensive prior correspondence (which, for consideration, will not be repeated here at this point), the customer continues to disagree with AJ Madison and/or their unwillingness to clearly confirm and agree to the customer’s very reasonable solution efforts and/or proposals.

Additionally the customer vehemently rejects any innuendos, allegations, slander, and/or accusation such as:
 “the claim that the unit is not installed but DOA is a contradiction.”


• Upon initial delivery naturally and logically the unit had to be briefly hooked up to verify proper functionality. Upon initial testing the unit immediately appeared to not function correctly (DOA). AJ Madison was informed about this immediately. The unit was hooked up only for a very brief period of time which was necessary to verify proper functionality. The unit has not been "installed" since. Therefor it is no contradiction at all that the item was at one point hooked up, but due to the lack of functionality no longer is!
Clearly an item needs to be first “installed” (hooked up) in order to verify it’s proper and full functionality. This cannot be construed as the item being installed permanently and/or otherwise. The customer also and vehemently rejects any such notion. Clearly the item’s functionality cannot be verified while the item is still in it’s original packaging. 
AJ Madison continues and tires again and again to discredit the customer with  (ever new) statements (i.e."there is no packaging”, “We do not have another unit to send you as this unit is out of stock.”, etc) which all have been disproven at this point. This is a highly questionable, unethical and dishonest business practice. 


• In regard to proof of availability of the item, AJ Madison clearly admits to false advertising and misleading customers through their website, if they claim that “All items are able to be added to the cart and even check out but … a back order email will be sent”.
Any reputable online business will alert the customer prior to ordering (and information input!) that the item is “out-of-stock”, “back ordered”, etc. and NOT have the customer spend considerable and valuable time to input sensitive information, when the customer meanwhile could have ordered elsewhere without spending useless time, effort and providing sensitive and personal information to AJ Madison, only to receive an email of unavailability, but with AJ Madison now in possession of sensitive and/or personal information.
Other customers have reported (also to the BBB) similar practices by AJ Madison and even called those “phishing” and/or “bait-and-switch”. Clearly a practice that would call for more investigation.
Independent of any on-line ordering on AJ Madison's website and/or AJ Madison's statements thereto, AJ Madison’s phone representatives, clearly advised that the item (LG Washer WM1377HW), at the time of inquiry, was in fact in stock and was able to ship immediately!(records available)
Any claims of AJ Madison’s to the contrary have therefor extensively been proven to be inaccurate at best.


• Whether or not the item was moved from the original delivery location is totally irrelevant in this case and has nothing to do with the lack of functionality and/or the resolution of this case. This is yet another failed effort of distraction and/or misleading by AJ Madison.


• Although AJ Madison claims that they have “overridden many AJ Madison policy's to resolve [the] order”, the customer strongly disagrees with this statement, as AJ Madison, until today has not agreed to, considered, discussed, confirmed, etc  any of the customer’s very reasonable requests and/or resolution proposals. Additionally AJ Madison seems to ignore that the/any customer is protected by a variety of consumer protection laws, independent from any vendor’s business policies and/or practices.


• AJ Madison has also numerous times reaffirmed their unwillingness to resolve this case in a reasonable manner and with any consideration to the customer’s 
numerous resolution proposals.
As a matter of fact, AJ Madison tries to strong arm the customer by insisting that, “there is nothing more AJ Madison can do”, "This is the only option AJ Madison is willing to provide", etc.

The customer would not engage in complaints, disputes and/or other time and/or money consuming efforts and would further not offer easy, reasonable and acceptable dispute solutions, if the unit was working satisfactory and as advertised and/or described. The unit did not work out of the box and is in essence DOA. Due to the fact that this complaint is now stretching over 4 months, the customer suffered sever hardship, financial and otherwise. AJ Madison again clearly indicates that they are not interested in any of the customer proposed solutions, which would quickly, easily, reasonably and with NO disadvantage to either party settle this case.

Please also note: the customer does not have to accept service, as provided by law, if an item is dead on arrival (DOA) and/or otherwise not operational out-of-the-box. This would put the customer at a serious disadvantage and the customer would receive a repaired/refurbished item instead of a brand new working-out-of-the-box item.
Therefor the customer cannot agree to something which would put the customer at a considerable and serious disadvantage.

• Also, AJ Madison has as of today not complied with the customer’s demand, including but not limited to the customer’s final demand, to receive any and all corporate information, including but not limited to direct contact information (phone number, mailing address, email, etc.) for the corporate officers for AJ Madison, Inc. 


The customer’s dispute and/or complaint stands as described in the current and extensive prior correspondence, including but not limited to the BBB complaint and pending case  ID #********  (among others) and will be forward to the proper departments and authorities for further action.The customer continues his dispute until such time as a customer acceptable agreement can be reached. 


Since the customer is and was forced to spend considerable amounts of time on this case (due to AJ Madison's unwillingness and/or business practice),  time the customer is usually and regularly finically compensated for, the customer now reserves the right to charge for representation and/or his/her time spent to resolve this case retroactively for the past, the present and the future at his professional rate per hour.


**** **

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ****




 

4/7/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a gas dryer from AJ Madison over the phone. They sent me an electrical dryer. We did not find out the difference for a few weeks (we are building an entire house and living offsite) and began trying to exchange the machine shortly thereafter. We were told that, because we didn't call them within 24 hours of receiving the product, we could not exchange it. Also, when the dryer was delivered, their delivery crew removed the boxes to bring them into the house. They than said that another reason we could not return the merchandise was because we took the boxes off, even though, we never removed them.

Desired Settlement: I would like to be able to exchange our dryer. However, we need to do this quickly. If we cannot exchange it in the next week, we will have to buy a new one, and then I would just like a refund.

Business Response:

Thank you for your communication.

Please see the following email that was provided:

Hi *******,

On your order # ********

We are sorry to hear that you would like to return the dryer which you purchased.

If you get your merchandise, and it does not meet your needs please call our customer service department at ###-###-#### within 48 hours of receipt".

We listen to the voice conversation and ** did ask you if you need electric and you said yes. And the email to the link you sent is electric.

I spoke to our manager about the dryer and out of customer satisfaction she authorize the return of the dryer

And we will charge you a straight $350.00, as discuss.

Please email us back confirm that you agree to pay the $350.00 and we can schedule the pickup of the dryer at the same time of deliver for the Gas dryer 

 
This email has been agreed to and this issue is resolved.

 

4/7/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently placed on order for a suite of ** ******* *ppliances with AJ Madison (order ********). When placing the order, I worked with ***** ****, an AJ Madison sales rep. When ordering, I told ***** that I wanted the GE Profile dishwasher that had a third rack for cutlery, and she told me that the appropriate model was *********** and gave me a price quote for the entire suite that included that dishwasher model. When I looked up the item online before finalizing the order, I noticed that the picture did not have a third rack so I called ***** up to inquire. She assured me multiple times that this dishwasher did, indeed, have a third rack and that the picture was likely just an incorrect stock picture. She then pointed out to that the website for that product page indicated in the description for that item included the third rack and promised me, yet again, that the dishwasher model was the right one with the third rack. I relied on her representation and on the product information on the website that the dishwasher did have a third rack, and proceeded to place the order. I finally took delivery of the appliances on March **, 2015. Upon inspection of the dishwasher, I noticed that the dishwasher did not, in fact, have a third rack. I therefore contacted AJ Madison to figure out why I received a dishwasher without a third rack. They said that they would reach out to GE and would get back to me later that day. While I was waiting, I did some research on my own and discovered that this particular dishwasher model DOES NOT come with a third rack despite the representations made by the sales rep and on the AJ Madison website. As a result, I called up AJ Madison to explain that the model they told me to order did not contain the third rack even though that was what they represented. They acknowledged that it was their mistake but the only resolution they would offer me is the pay for a different GE Profile dishwasher that does come with a third rack (and is, of course, more expensive) if I wanted to get a dishwasher with a third rack or that they would take back the item and graciously waive the restocking fee. In the meantime, I would have to take another day off of work in order to deal with this problem which ultimately was a result of their mistake.

Desired Settlement: I want the dishwasher that I was promised which is a GE Profile dishwasher with a third rack at no additional cost to me except for the hassle of taking off another day off of work.

Business Response:

Please note the following email was sent to the customer and the customer agreed to the discounted price of a new unit.


Thank you for shopping at AJ Madison.

Please understand customer service is our top priority. We strive in customer satisfaction. We value every customer and appreciate their business.

We apologize you received the dishwasher and it’s not the unit you expected. From our conversation yesterday you wanted the dishwasher with the third rack (Cutlery Tray).

We apologize for our sites content error. AJ Madison is able to offer you the following options to resolve this issue.

1. We can pick up the dishwasher model # *********** and issue you a full refund and you can purchase the unit you need model # *********** at our cost price $1069.00, a $424.00 discount.

2. If you would like to keep the unit you have model # ***********, we can offer you a discount off $100.00 of the unit and the credit will go back onto your credit card.

3. If you would only like to return the unit and purchase the unit you are looking for else where we can provide this option as well.

Please email us back confirming which option you would like.

We do understand you have requested to receive ***********, the more expensive unit, at the price point of the *********** unit that you have in your home. Unfortunately this request cannot be meet, due to our cost of the unit. We have lowered the price of the unit to AJ Madison’s cost.

We are looking forward to hearing from you.

Have a pleasant day.


?

3/24/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We ordered the products on 11/**/14 and we are still waiting for our order over 2 months later. Communication is very poor from AJ Madison. I have emailed them countless times and keep getting the runaround. This amount of delay is unacceptable. I was also supposed to get a 1.5% cash back by placing this order through the affiliate marketer *************. AJ Madison told ************* that the order didn't go through properly and didn't honor the click though. This would have been an approximate $40 cash back for me, and I was sure that I followed the instructions properly for the fatwallet "click-through". I never have issues with any fatwallet cash back sites. I initially called to speak to a customer service rep and inquired about the delivery delay and the cash back issue in December. The person I spoke to was rude to me and hung up on me. The rebates which required the serial number are also in jeopardy of not being valid since they are time limited. This delay is impacting our daily life. It is unacceptable for a AJ Madison to make a sale and hold the customer hostage. I could have purchased from another company and would have if they were honest with their availability and ship date. I want to escalate this issue to AJ Madison management. I expect free delivery to my kitchen and an additional 10% discount to make this right.

Desired Settlement: I expect delivery very soon! I expect free delivery to my kitchen and an additional 10% discount to make this right. I expect an explanation email from someone who is in charge.

Business Response: Thank you for your email.

Please note your account has not been charged.

We will only charge your account once the order ships.

You have the ability can cancel the order before it ships with no fees at anytime.

If you would like to cancel the order please simply let our customer service know either by calling us or email us.

We are sorry that the manufacture has had such a large backorder.

No additional discount will be applied to your order.

We apologize for the wait.

Have a pleasant day

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

My concerns have not been addressed/answered in the company's response: 

 1) When we placed our order, the online advertisement indicated that it would be ready to ship on 12/**/14.  Why advertise this if it is not true.  I have received multiple promises on new dates which have come and gone.  Now, I don't even get a response when I request status.  This is unacceptable.  When should I expect my order to be shipped? 

2) If this is only an issue for the ******* stove, then please ship the dishwasher.  Summarize what is on back order and what is not.  Ship any items not on backorder.  We need our appliances and we also need the serial numbers for the rebates.  

3) We need the serial numbers for our rebates!  Getting the serial numbers to the rebate company is time limited.  What will happen if I don't receive my appliances in time to qualify for the advertised rebates???  Will I be reimbursed? 

4)  When I asked to speak to your affiliate marketing department to discuss my ************* click through issue, the representative on the phone hung up on me.  Please contact me to discuss why my ************* click thru was not properly applied.  Please review who spoke to me about my order because they hung up on me when I asked to speak to a *******.   

Thanks 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response:

Thank you for your email.

We have looked into your order and see you were emailed in regards to your inquiry about the rebate submission.

The following email was sent to you from customer service:

Thank you for placing your order with AJ Madison.
Unfortunately, we can't give you discount 10% as it is below our cost, all the dates we provided we received from ******* directly. Your rebates will be honored, please submit the rebate forms by postmarked date without the serial numbers, once you took the delivery please call us back with the serial numbers and the rebates will be honored. I apologize for any inconvenience.


If you would please provide our customer service team with a rejection letter(s) from the rebate companies, for the rebates that were in effect when you placed the order in November 2014 and needed to be post marked by Dec, **,2014,  we can help you resolve this issue.

We look forward to hearing from you.

Have a pleasant day.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Okay.  I appreciate that AJ Madison has finally agreed to resolve any rebates rejections due to late serial number submission from their late delivery.  

Unfortunately, I now have a much bigger issue.  The range and dishwasher were delivered when I was away on business.  This weekend we just unboxed the dishwasher and paid $100 to our contractor to have it installed.  After installation, we realized that the dishwasher doesn't have a third utensil rack as it should.  

We were sent the wrong model dishwasher!  

We paid for KDTE334DSS, but we were sent KDTE304DSS which is an inferior model. 

This is ridiculous!  We ONLY purchased from AJ Madison because there were one of the few companies that carried the KDTE334DSS. 
We received serial number ********* (KDTE304DSS).   

We are totally disappointed by our experience with AJ Madison.  I can't believe that we keep having issue after issue with them.  How can they maintain an A+ rating with the BBB? 

I would hope and expect that a ******* from AJ Madison will call me to resolve this latest issue.  How does this happen when the Bill of Lading that came with the delivery says the correct model number KDTE334DSS?








 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

3/21/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a range from AJ Madison approximately 8 weeks ago. I selected to have it shipped to my home in OK. When I ordered it, it didn't say the item was on back order. We got no status updates for almost two weeks and I reached out and was told it was on back order and the manufacturer was making one for us. We were told that it would arrive at our house the following week or the week after at the latest. We were offered nothing for our hassle and no explanation as to why we were not told otherwise. As a result of this delay, we were not able to get our Certificate of Occupancy for our new home because the city we live in requires the range to get the CO. We have emailed the customer service people at least three times and no one will respond to us. Finally we got notice two weeks ago that the item had shipped through ** ******** or something similar. We were given a deliver by date of February **** which was far longer than we were originally told it would take once it had shipped. However I called today and the shipping company said it will Not be delivered on or before tomorrow but instead will likely be sometime next week. We have to get another temporary Certificate of Occupancy and pay a few hundred dollars now because we are still waiting on the range. We are growing tired of this nonsense. My wife and I are both attorneys in OK and will file a lawsuit against AJ Madison if we don't get our range immediately or a huge discount off of our purchase as they have breached numerous agreements with us.

Desired Settlement: Immediate delivery of our range or another better model or a 25% discount off the range that we purchased for our time.

Business Response: Thank you for your communication.

We do see your account was offered a discount and the credit was accepted.

If you have any other issues please let out customer service department know and they would be happy to assist you.

Have a pleasant day.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

After you promised that the range would be delivered on Monday which was my biggest reason for agreeing to the credit, it didn't show up until Friday.  As has become customary I sent your customer services department an email on Tuesday to see where it was and no one ever responded to me.  In addition, when I got the range, one of the legs was badly dented, which I have included a picture of here.  Worse however is that the pallet inside the box had a nail that was not hammered in all the way and when the delivery drivers dropped the range off, they set the box down and pushed it on the wood floor and scratched a huge section of my wood floor that will have to be replaced.  This has been far and away the worst buying experience I have ever had with a retail store.  I demand another $500 off for a damaged product and replacement of my floors.  Otherwise, you guys can deliver me and install me a new one and come get the old one.  Up to you.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Thank you for your email.

We see your account has been contacted and a resolution has been reached.

If there is any other issues please let your customer service representative  know.

Have a pleasant day.

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 and the matter has been resolved.

Sincerely,

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



 

3/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was told my order would be delivered on 3/*/15 between the hours of * and * ***. I was contacted on 3/*/15 at **** by the 3rd party delivery company to ask if delivery could be made in 1 to 1 1/2 hours. I asked my contractor to confirm he would be there. He told me a member of his crew would wait. I didn't hear back from the driver until after ***. He indicated he would be at the property in 1/2 hour. I told him to forget it since no one was there any longer. I then called AJ Madison and spoke to ***** **** to complain about what had transpired. I was told the deliver would be made at *** the next morning. By **** I still had not received a call from anyone and the delivery was not made. I called AJ Madison again and was told that they contacted the delivery company and they told them that they spoke to my contractor and he said he would not be at the property until *** so they rerouted the truck and said they would be there at ***. The delivery company was never given my contractor's name or phone # so they totally LIED. I was then told I would hear back in "2 minutes" with an exact delivery time. I did not hear back. I then called a ******* to the status department and spoke to "*****", she said the delivery company spoke to my contractor at **** yesterday and he said he would not be there. Again, another LIE. Now I was told I would hear back in 15 minutes with an exact time. I also asked that the delivery company give me a name and phone number for my contractor since they should know this since they claim they spoke to him. If that were the case, they would be able to furnish that information. They CAN'T because they LIED and they don't have it. I am still waiting to hear back from anyone and it is almost ****.

Desired Settlement: Full refund

Business Response: Thank you for your email.

We see you canceled your order and have been refunded in full.

We are sorry for your issues with the trucking company. They will be addressed.

Have a pleasant day

3/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Seller advertised Samsung *********** stove to be "in stock". Then I was given various stories that is would ship 'next week,, 'end of February' and now their claim that is scheduled to be released by the end of March' and it's currently back-order with Samsung. They also say this particular model has been delayed in production, and they have no control over it. When in fact it is advertised to be in stock all over the internet including major retailers like ****** ******* **** ******* etc. I believe they offered a low price of 1,669.00 and refuse to honor it in attempt to sell me something else. IE bait and switch. Other retailers are selling the stove for about $100 higher. **** *** is currently advertising it for $1,799.

Desired Settlement: I am without a stove/oven for over a month now. Deliver the stove in a week or sooner. Another option would be to reimburse me the cost difference if I'm forced to purchase from another retailer.

Business Response: Thank you for your communication.

We have looking into your order and see your order has already shipped.

Your tracking number with ** ******** is ********.

You should have received a shipped email with this information as well.

If there is anything else we can help you with please contact out customer service department and they would be happy to assist you

Have a pleasant day.

3/4/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am very displeased with this company. The first dishwasher they delivered had a huge dent in it. I called immediately the next morning to tell them. They did replace it, but the delivery person was surly like it was my fault the the first one was dented and he had to come again! When we went to install the appliance, we found out that the door was only 28" high while most base cabinet doors are 30" high. After writing ***** to find out what was going on, they informed me that this model was an ADA compliant model! I went back to the original order and it was not advertised that this was an ADA compliant model and, therefore, a different size. I felt that this should have been advertised on the product page to avoid confusion. I contacted the company to express my displeasure and they have not responded. This is a $900 dishwasher so I am going to have to figure out a way to make it work anyway, but I will not use this company ever again!

Desired Settlement: I would like this dishwasher replaced with the non-ADA model.

Business Response: Thank you for your communication.

We do see your order for model SPX5ES55UC that was delivered damaged was replaced as requested immediately.

Your new unit was delivered in January 2015. 

We see you placed your order on line and picked out the unit.

Please note listed on the left hand of ever product lists the product details; where it does list that the unit you picked out is in fact ADA compliment.


Technical Details

Star-K Certified : No
Energy Star Rated : Yes
CEE Rating : Tier I
ADA Compliant : Yes
Approved for Outdoor Use : No
Amps : 15
Voltage : 120 Volts

If you ever had any questions about a unit our sales team would be happy to assist in picking out a product with you.
All of our units also have the manufacture spec sheets posted for install assistance.

Have a pleasant day

3/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased what was advertised as a new DCS range (model# RGU486GLN) from AJ Madison in February of 2013 (Order # *******). The product was deliver without incident and maintained in a climate controlled secure area of my home until installed in November of 2013. The product had limited usage while under the 1 year manufacturer warranty. After the range started getting regular usage we faced numerous issues with stove top and oven cooking. We placed a service call and have had 4 visits so far with no resolution to the issues with the range. During each visit the different service technicians found issues with the range that showed evidence of the device having been previously installed and/or converted from propane to natural gas. This product has absolutely not performed as designed! Knowingly or unknowingly AJ Madison shipped a used defective product. We have made several attempts to track the origin of this unit with AJ Madison and ****** ****** with no success. We made a significant cash outlay for this kitchen appliance and had high expectations that it would provide years of service. Unfortunately that has not been the case and we need some support from the manufacturer and their authorized agent to get this situation resolved.

Desired Settlement: We want what we paid for...a new functioning as designed DCS range.

Business Response: Thank you for shopping at AJ Madison.

We have looked over your account.

We see the unit was purchased in 3/**. The only call we have received was in 4/** requested a proof of purchase for bank program the customer was associated with.

It is now 1/**, unfortunately the unit does only come with a year manufacture warranty and no extended warranty was purchased with AJ Madison.

The manufacture may offer an extended warranty on major components for your unit.

If you have any other questions please contact either the manufacture or AJ Madison customer service for assistance.

Have a pleasant day.


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 


This response is unacceptable. Is AJ
Madison suggesting they would take a different position if an extended
warranty were purchase through their organization? If AJ Madison would check
their records more carefully they would know that an extended warranty for
this product was purchased through AJ Madison, which covers this, and two
other major appliances purchased through their company. Unfortunately AJ
Madison's response is typical of their lack of professionalism and limited
concern for client satisfaction.  The larger issue here is AJ Madison's unwillingness
to research the history of this unit, which is most, certainly is a lemon or
was not a new unit (maybe floor or display model) when sold. They appear to be
unwilling to acknowledge that a query was made regarding the history of the
unit.  This goes beyond a warranty issue, as it appears to shed a light
on what has potential to be a case of unethical business practices.  It
is a sad state of affairs when neither the distributor nor the manufacturer takes
these accusations seriously enough to investigate.  They both have their
money and customer satisfaction does not appear to be a priority at all.




 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


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




 

Business Response: Thank you for your communication.

We are happy that the warranty company has contacted you and are resolving your issues.

We are sorry that we can not provide paper work as to your request.

As all of our delivered are picked up directly from the manufacture via paid trucking company this is all internal.

This is how all of our ordered are proceeds minus drop ship units  (units that are shipped with the manufactures trucking company directly)

Again we are happy to hear your unit is being repaired via the extended warranty.

Have a pleasant  day

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The request was not for "paper work" and i don't have a working unit yet.  Please understand we have a trust issue hear after I been dealing with a $7k headache that is directly related to an issue with this unit having been used and /or modified.  If I ran a business claiming to be the number one internet based appliance sales company who supports their clients after the sale , I would be very concerned about this situation.  I would want to understand how this could possibly happen.  Therefore I come to the conclusion that you dont get it or you simply don't care.  I strongly recommend you make an effort to work with DCS to provide a communication validating your position.




The request was not for "paper work" and i don't have a working unit yet.  Please understand we have a trust issuehear after I been dealing with a $7k headache that is directly related to an issue with this unit having been used and /or modified.  If I ran abusiness claiming to be the number one internet based appliance sales companywho supports their clients after the sale , I would be very concerned aboutthis situation.  I would want to understand how this could possibly happen.  Therefore I’ve  come to the
conclusion that you don’t’ get it or you simply don't care.  I strongly recommend you embrace a path to closure and work with DCS to provide a communication validating your position.






 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


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




 

3/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered and received a refrigerator from AJ Madison. It was delivered defective. The delivery person plugged it in and a wire shorted. The delivery person told me to refuse the delivery so I did. AJ Madison then gave me the option of repairing or replacing. I said I would be okay with the repair because I didn't want to wait 10 days for a new one so they discounted the refrigerator. It was to be redelivered on Friday, Feb. ** but the delivery truck broke down. I was told I would have to wait until Monday, Feb. **. The refrigerator was delivered on Feb. ** and then I had to call AJ Madison to set up repair. The repairman came out today, Feb. **. He fixed the wires although he seemed to have trouble putting panel back on which worried me. When he went to plug it in the prongs on the plug were missing. Somewhere between original delivery and new delivery they were broken off. I called AJ Madison and told them I just wanted to return the refrigerator. I can not wait another 10 days to get part and a repair person. I am missing work to get this done. They are refusing saying I agreed to repair. I did agree to original repair but not the plug problem. The plug was clearly okay when it was first delivered as the the delivery person plugged fridge in which is when a wire in door shorted. I can not worry about all of these repairs. I agreed to ****

Desired Settlement: i would like refrigerator picked up and returned for my money back.

Business Response: Thank you for your information.

We do see that your account has been credited as agreed upon to accept your delivery.

We do have notice that all work has been completed.

If you have any other issues please let us know so we may assist you.

Have a pleasant day  

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 and the matter has been resolved.

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



 

2/24/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Order # ********, placed Novemeber **.2014. We ordered a refrigerator, stove and microwave on Black Friday. We expected a month delivery at the most. Our kitchen has been demoed and with out appliances since January *. We have inquired numerous times about delivery and we are told int he next two week due to a backorder at Samsung. One email suggested we order something different (at full price) which is Bait & Switch. AjMadison says we are waiting on the stove ( which when we ordered there was no indication of back order). Ajmaddsion sells the next level up and has it in stock for 300.00 more than the one we ordered. I have suggested that they replace our order with that unit so we can get our kitchen back. They denied the request, even when I offered to pay the additional 300.00. AJmadison has sold items under the pretense of having them in stock and making customers wait 6 weeks is unacceptable. They now claim it will be into Feb when we receive the products. Ajmaddsion had a rebate which we expected to receive but it expires on Feb *. RESOLUTION: We demand that AJMaddison send our appliances immediately. IF unit NX58H9500WS is not available , we request them to replace it with NXH58H9950WS AT THEIR EXPENSE. I have numerous emails stating that we should receive the order in mid December and then adding two weeks after each inquiry. I emailed them last week telling them of the possible BBB complaint and gave them the opportunity to fix the situation prior to making the complaint. Their email offering us to purchase another unit can be construed as bait & switch in the state of NC. IF AJ Madison does not comply with our demand, we will submit a complaint to the NC Atty. Generals office who does not look favorably on this type of E commerce. **

Desired Settlement: RESOLUTION: We demand that AJMaddison send our appliances immediately. IF unit NX58H9500WS is not available , we request them to replace it with NXH58H9950WS AT THEIR EXPENSE. WE HAVE BEEN VERY PATIENT>

Business Response: Thank you for your email.

As you have stated there is a very heavy backorder with the manufacture for the stove you have ordered.

AJ Madison is a authorized dealer for the manufacture. All of our units are shipped directly from the manufacture to the customer via trucking company.

All ship dates and stock dates come directly from the manufacture themselves.

As we do not charge customers until an order ships you can keep or change a unit at any time before the card is charged.

If you would like to ship your other 2 units without the stove  AJ Madison customer service can assist you in this.

Please let customer service know if you would like to process with your order so we can asset you.

Have a pleasant day.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

There is no proposed delivery date . They did not offer to splt ship at their expense, they emailed me separately and asked for another 79.00. WHEN WILL THE STOVE BY AVAILABLE. IF NOT WHY CAN WE NOT UPGRADE ?

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


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




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 This is not true, while they have issued a bill of goods but they have not shipped it. 
Buyer beware, this is the best they can do... this order was placed at the end of November and today is Feb **. 

 

 ********

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ******




 

Business Response: Good Afternoon ****,

Thank you for contacting AJ Madison. We value you as a customer and appreciate your patronage.

Your order has been shipped via ** **** ******** and the tracking number is ********.

Please note that it can take up to 24-48 hours for the tracking information to be updated.

You can track your order online by clicking on the link below:

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


The freight company will contact you as the shipment gets closer to your destination, and will set up an appointment to deliver at your convenience.

Have a great day!

2/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered an appliance kit on November **, 2014. Received appliances and the stove was damaged. Called AJ Madison and they agreed to send a new appliance on Dec. **, 2014. On Jan. **, 2015 I still had not received replacement. They said there aren't any available and agreed to upgrade to similar model on the **** of Jan. As of Feb. *, 2015, I still have not received the unit and the company nor their delivery company have made any effort to call me with a delivery date. It has been almost 12 weeks since the original order and I still don't have my complete order.

Desired Settlement: replacement plus compensation for lost time and aggravation.

Business Response: Thank you for your email.

We see you were scheduled for delivery on 2/**/15

If there are any outstanding or new issues please contact our customer service so we may address them.

Have a pleasant day.

Thank you

2/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered a wine cooler (SWC1840ADA)from AJ Madison on 12/*/2014. Once delivered (1/**/2015) you were required to attach the door handle with the bolts provided. The supplied screws were not long enough. The instructions indicated to call the manufacture, with problems, which I did on 1/**/2005. The manufacture instructed me to go to **** ***** or a local hardware store to get longer bolts. I was able to find bolts but the head of the bolt was too wide to fit into the door. I was told this is a specialty bolt so as of now I can not use the wine cooler. I have been calling AJ Madison daily and each time they indicate they have emailed the manufacture and every day I was told I would get a call by the end of the day. I have heard nothing from AJ Madison. I asked if I could return the unit and they said NO. I have been dealing with this issue daily and no one will assist. I paid $900 for this wine cooler. PLEASE HELP!!!

Desired Settlement: Apply a full refund to my credit card.

Business Response: Hello,

Our customer service department has sent you emails requesting a confirmation from you so they can assist you in you order:

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

Please confirm the email below ASAP ,so summit can schedule the pick up

thanks

Please respond to customer service so they can assist you with your pick up.

Thank you

Have a pleasant day

2/6/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a Broan Range Hood from AJ Madison last week (order # ********). The pruduct is consisted of two parts: the chimney hood (model # 619004EX) and the exterior blower (model#335). My complaint is about the exterior blower. Before I made the order, I did read all related product information on AJMadison wetsite. The Spec only lists "Rough-in duct: 10 inch round". However, when I received the blower, it is way too big than 10 inch round. Instead, there is a huge metal plate around the duct which is 28inch x29inch rectangle! This is totally out of my expectation! So, I called the vendor and said I want to return the product. The customer service told me 30% restocking fee will be charged plus two-way delivery which will be more than 500$. I cannot agree with this for two reasons: 1. The vendor does not provide enough information (i.e. overall product dimension) for customers to make correct judgement. 2. None of AJmadison website, my order confirmation, or my invoice specifically stated this particular product is subject to 30% restrocking fee.

Desired Settlement: Since the vendor does not provide enough information about the product, customer shall only bear reasonal cost for returning which is the delivery fee.

Business Response: Thank you for shopping at AJ Madison.

We have looked over your order.

On the product page under "Info & Guides"

The Model 335 does state under DUCT- 10inch round- with a picture provided.

The duct is the tube, canal or pipe the air will flow through. (the hole size in the external blower)

The size of the blower is also listed on the same diagram- with height of 29 1/2 inches and with of 25inches.  (see attached)

We are sorry for this inconvenience.

2/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I will try to keep it as condense as possible. Ordered the product ** nov. , took two emails to get a response by email several days later. They love and provide a tracking number that never worked. Emailed two later and asked where the washer is. Three days later they send a poorly written email again referring to tracking nbr that doesn't work and approximated the delivery date that was not remotely correct. Machine delivered * dec. the nerve weeks later and only heard from the delivery company the day before, advising us it was basically a inconvenience to,deliver early because there was a rush on it. What? A rush. Never heard from aj Madison ever. Nearly a month later , Of course the machine is defective does not spin leaving completely soaked clothes. Informed them by email the next day with of course no response by email still. Called on Monday , dec. *, waited on the line for over 30 minutes to speak to representative that advised nothing they can do but and a poorly worded email to have whirlpool call. Two days later still no call. We are without a washing machine and had to wring out our clothes on our own. Finally today some poorly worded message again comes from whirlpool assigning a time for service which isn't till ** dec. at a time that will not work. We are fed up with this rip off of a company ,, where they offered No resolution for our ot having a washing machine and basically say too bad so,sad. Sent email again this morning before appointment assigned complaining again and advising we will tolerate no further repulsive disgraceful service from aj Madison and advised they will need to come and get the defective machine as we need a washer now. Most next week or when aj. Madison holds up to the service they claim to offer. We want nothing to do with this pathetic vendor who will only fail,, dissapointed, lie and steal our money and expect us to sit back and just wait till they feel we deserve to be taken care of. NEVER DALT WITH SUCH A HORRIFIC COMPANY MUCH LESS A FRUSTRATING TIME CONSUMING ORDEAL. WE WILL NOT WORK WITH THEM, AND INCURR ANY FURTHER EXPENSE. THIS IS RIDICULOUS AND UNACCEPTABLE.

Desired Settlement: We have removed the machine and are purchasing another machine as advised,to them, by email and phone which of course is yet to be addressed. It will be on the garage where they can arrange a truck to come and get it, and hopefully they will not sell it another customer and put them through the pathetic customer service they provide. We are not paying one dime of a machine that after a month doesn't work and will,most definitely not deal with this company. We will not accept store credit, replacement or any feeble apology. Just cancel our credit card we applied for when buying, thank god, or they would rip us off and keep our money. We are not going to schedule a repair, of what on a new machine. I think not, only will lead to more frustration and more time without a washing machine. We have gone long enough without a washer, Tolerated enough disgusting service, to ever trust any representative of this company. I am the customer, not them. And the nerve to think we will tolerate such a debacle and ever trust they will take care of ANYTHING. This is repulsive at best and have spent far too much time on just getting a washing machine.

Business Response: We are sorry to hear that there is a problem with the unit you received.

Your product comes with a 1 year manufacturer warranty.
When a service technician comes to your home, they will repair the unit for free.

In addition, the manufacturer will not authorize a replacement unit unless one of their service technicians deems the unit not fixable.

The below notes are from the service company the manufacture sent to you free of charge.

A Best Service representative spoke to *** ********* on 12/**/2014 ,and the technician arrived to service his appliance on 12/**/2014. No one was home, and
multiple calls have not been returned. Furthermore, a note was left on the consumer's door.
Best Service has not closed the service ticket yet, and will attempt to contact the consumer once more.

If you need to have AJ Madison set us service again so service can come out to look at the unit to confirm your issues please let us know at ******************************

Once they come out and are allowed to confirm then claims AJ Madison can then speak to the manufacture on your behalf.

We look forward to hearing from you.

Have a pleasant day.


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

As I have stated in original email and your non response to my phone call advising you within 24 hours this machine does not work.  Again  and I am not going to repeat it,  WE DO NOT WANT THIS MACHINE.   As you say , not true, the service you rudely set up on a machine we said we will not accept, and ignored.   Who do you think you are.  To take nearly three weeks to deliver, what did you think we would do with all our laundry only to find out you sent a defective machine .  We ARE NOT going to take a machine that needs fixed right out of the box.  As we have advised we need a laundry machine now , not two months later.  Your repair people called and assigned a time that will not work.  When contacting them, their pathetic service was to call the night before with a time. Never called.  They are lying, they showed up when we were not here.  Again , who do you think you are to inconvenience your customers so poorly.  Sent you emails that you never responded to.  As with any reputable vendor, if you sell a defective piece of junk, you take it back.  Not expect your customers to wait weeks for a response , much less not answer emails at all. it is now since ** nove, when we ordered, and now jan * with nothing to use.  Are you on a another planet?   AGAIN,  you need to send a truck and come and get this machine out of our space.  We will NEVER do business with such a horrible company that would have the nerve to expect us to wait weeks on end to get a working machine.  It is completely unacceptable to even take so long to respond to this bbb complaint.  What a joke.  We are not going to pay one dime, for your inability to treat your customers with such disrespect.  It's obtuse at best.  We have had to resort to using out old machine and are not going to wait till you disrespectfully decide whether it's fixable or not.   We want NOTHING further to do with your pathetic company.  What company blames the manufacturer for selling a broken machine.  Any run of the mill company would stand by the customer , take it back, and hope you've not lost a customer.  Well you have and we are filing every known complaint, and trying to reach as many people as possible to not go through what we've had to endure. Save your apologies,  they mean absolutely nothing to us.  
y three weeks to deliver ,  

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: The customer received delivery on December *** (please see attached signed proof of delivery)

Stated on the signed Proof of Delivery is the return policy as well, which states 

“You must contact us within 48 hours of receiving your item if the product is damaged or does not meet your needs” 

The customer emailed AJ Madison at 8PM (after business hours on 12/**) the email is not recoded or seen until 12/*, one week after delivery.
(please see time stamp on customer email)

 

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

Inquiry: Could it get any worse, it took you two,and half weeks to
deliver this machine, came without rebate promised of 75.00 when Purchased sent
email yesterday of course no reply and now the machine sounds

Like it is going to fall apart. Does not spin correctly leaving the laundry
soaking wet. This is disgusting. You need to refund my money come and get this
piece of garbage. This is all too unreal. How,dare you sell defective
merchandise. Unbelievably irate . Someone better take care of this immediately. This is just sickening.

 

AJ Madison immediately set up service for the customer with the manufacture to receive confirmation that there is in fact something wrong with the machine.

In accordance with the manufactures policy, as stating in our policy.

The customer to this day refuses to accept service, free of charge under the manufacture warranty, to allow them to confirm the customers complaints.

Once the customer accepts the manufactures service the order can move forward.

Please have the customer contact our customer service department and we would be happy to assist the customer.

Have a pleasant day.


 

At this point in time there is no proof of an issue with the
installed units as the customer refuses to allow service to inspect/ confirm
any issues.

Tell us why here...

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

It's really pathetic , their answer.  Time stamped .  How can ny state allow such fraud.  Attempts were made by calling this pathetic company the day after arrival when we discovered it did not work.  They are complete frauds and liars.  All over the internet on just about every known consumer outlet the story is the same.  They claim they do not recieve messages in time.  Would not ny state find this to be completely a fraud and a rip off. How many times are we going. To go back and forth with the same redundant answers.  As we have said on numerous occasions we are no longer dealing with this fraud of a company.  They were contacted by phone which would not record a complaint the next day, hung up constantly due to the fact they were never available to answer the phone.  And to stand on 5 minutes and 2 seconds is a crime and fraudulent.  Because this is made public, we will ONCE AGAIN make our response.  We are NOT dealing with this fraud company , they need to send a truck and pick up this piece of garbage and be done with it.  We have filed several complaints with various agencies along with the credit card company to stop this fraud from happening to any other customers.  AGAIN it is all over the internet as to the fraudulent pathetic company this is.  Our only mistake as not doing enough research on the continued multitude of complaints and disgusting horrible rip off customer service they claim to offer.  AGAIN we are not going to accept anything other than their picking it up on the truck they,left it off.  Everybody is a vendor for,the manufacture , to have the nerve to pawn it off on their customers and if maytag cared enough about there reputation they would never put a customer through this.  There are numerous customers complaining about the same thing , and the bbb ny state doesn't seem to take it serious.   Any vendor known to man would simply take the machine back due to,it not working or not what it should,be.  Previous correspondences never mentioned the clause about 48 hours all of a sudden when they are called on it suddenly there is a time stamp. Huh, what a joke.  An excuse they are using to fraudulently rip off customers.  AGAIN, they need to do the work, not there.  AGAIN, WHAT DO YOU THINK WE HAVE BEEN USing FOR LAUNDRY ALL THIS TIME.  A ROCK.   Who in their right mind would accept a expensive unit that doesn't work right out of the box.  And they are liars, they did not set up service immediately , that wold have been the day after we recieved it.   The pathetic company they use, called several days later assigning a time, when they knew in fact that we had sent a email and made several attempts to contact them before that date.  If this Fuad company thinks we are going to wait a week along with the nearly three weeks it took them to get here before we do our laundry , their dreaming.  They knew right away it did not work and did not wring out clothes laving us with sopping wet clothes and are fraudulently ripping off their customers under a pathetic excuse of a warranty.  Any vendor offers the same manufacturer warranty, however a reputable and non fraud company would take it back immediately and refund their customers  money.   AGAIN this is the m.o. This company operates under thinking that all their customers will tolerate such fraud.  AGAIN , the only resolution is to come and get this machine out of our garage.  We will have nothing to do,with this fraud, and will do everything to stop others from going the ought the same thing.  If they care a put their customers so much, why have we not heard one word from them since December ***.  Not one word, not one response by email, not one phone call.  E reason why there may be 5 minute and 2 second lapse for a weekend what a fraud and a joke, is because they are impossible to contact in a timely fashion.  Of journey all purposeful ,Nothing but fraudulent liars.  And the bbb of ny state must stop them.   What is it going to take.  Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

1/29/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Hi, On July **, I ordered a new Verona 36" double-oven range from A.J. Madison, and paid an extra $150 for a sliding rack (VEGLIDE36D). Early on, I exchanged the oven (the first was gas only -- and the second is dual-fuel) and paid an exorbitant restocking fee, but the problem I'm writing about today is that I never received VEGLIDE36D. They sent me sliding rack VEGLIDE36, which would fit a 36" single oven, but doesn't come close to fitting either of my much smaller ovens -- and anyway it's not what I ordered, which is clearly on my July ** order form. I have been asking A.J. Madison, via email, since early November to send me the right rack, the rack indicated on my order form. On Nov. **, their customer service rep ******** ******** said that the rack was on back order, and when it became available the manufacturer would send me the right rack with a return label to return the wrong rack. On Dec. **, I checked in with them again, asking about the status of the rack's delivery -- and adding that perhaps it would be best just to cancel our order of the rack and refund me the $150. No response. On Dec. **, I sent another email, saying the same. On Dec. **, ******** responded and said that the problem is mine because I exchanged the oven and the rack would have fit the first oven. I told her the same day that this is wrong. Both ovens that I bought from A.J. Madison are the exact same size, the only difference is the first was fueled by gas and its replacement is dual fuel. The rack that I received would not, and did not, fit either oven -- and it's not the one I ordered. I ordered VEGLIDE36D, and they sent me VEGLIDE36. On Dec. **, ******** wrote again and asked me to send the wrong rack to them at my own cost. This is not a satisfactory resolution. They sent me the wrong rack and I'm not willing to pay any more money to accommodate their error. But when I asked for a return label in emails on Jan. ** and Jan. **, she did not respond

Desired Settlement: I want them to send me the rack that I paid for -- VEGLIDE36D -- at no further cost to me. I will send them back the wrong rack, if they will provide a return label as their customer service rep promised in November. It is still in its original packaging. Or, if that is impossible, just refund my $150. Thanks for your help!

Business Response: Thank you for contacting AJ Madison.

We have looked into your order.

We see that your rack was delivered August *, 2014.

The request to return your rack was on November **, 2014

A total of 95 days had past from the date of the delivery.

Please see this quote from our website and the delivery receipt that all of our customer sign

"We are not responsible for any missing, incorrect or damaged products delivered more than 30 days after receipt"

In addition "All returns must be shipped back to our warehouse prepaid.."

Out of customer satisfaction AJ Madison has authorized the exchange for your rack but as it is past time to return the unit would have to be shipped back by the customer.

Once the unit is shipped back as the email that was sent to you on December **, 2014 has instructed we can move forward with your order.

Please also note that email had the statement "Please note- the item must be sent back prepaid, via a freight carrier, (**** is not an acceptable freight carrier) within 7 business days of this email."

Although that time has past as well we will still be able to assist you.

We look forward to helping you.

Have a pleasant day



1/28/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a refrigerator on Dec ***, 2014, order #******** . It is now Jan *, 2015 and I still do not have the refrigerator. When I ordered the refrigerator, I was told that it was in stock in New York and it should take one or two weeks for delivery. The website showed that the refrigerator was in stock. AM Home Delivery is the shipping company, tracking # ********. After some research, I found a number to the trucking company. They told me it would be delivered Monday, Jan *** between 5-9pm. I am having this delivered to my weekend home which is a one hour drive for me. I made the trip there and around 7pm they told me the delivery was rescheduled for the next day between 5-9pm. So I called ahead this time and they said the truck was making one more stp and they were about an hour away, so I drove the hour drive again. At about 6pm, they called again and said the delivery was rescheduled again for this morning. I still don't have the refrigerator. I sent several emails to the salesman, ******** ****, no response at all after I purchased the item. My credit card was billed Dec ****. I sent several emails to the shipping company asking them to deliver to my primary residence since they have now cancelled 3 times. No responce yet. i will never purchase from this comapny again.

Desired Settlement: I want my refrigerator delivered to my ****** ** home today between 5-9pm. If it can not be delivered today, it will need to be delivered to my *********** ** residence on Friday the *** between 5-9pm. I prefer shipping method if it can be guaranteed to be delivered on Friday. If not, I would like to have y money refunded.

Business Response: Thank you for your order.

We see your order was delivered on 1/**/2014 according the shipping company.

If there are any outstanding issues please contact our customer service department at ###-###-#### or by email at *****************************

Have a pleasant day

1/19/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Order placed Nov. ** and promised delivery in 2 weeks. After many calls and hours on hold, company said shipping company could not deliver because of weather, but there had been no snow or ice at this location, so that could not be true. After many calls and hours on hold and being cut off again and again, AJMadison connected me to shipping company and shipping company promised to deliver Dec. **. They did, at 10 p.m., but did not have the fridge ice maker, a separate item, on board. Said it would be delivered in a few days. After 2 weeks, still not delivered. Shipping company puts me on hold and cuts me off. Yesterday aJ Madison said contact shipping company., but their message machine said its full. Now I am on phone with AJ Madison and on hold for hours. A rep came on, I told her the problem, and now I am on hold again.

Desired Settlement: Delivery of order and AJMadison provides compensation for their service and for my time spend on hold.

Business Response: Thank you for shopping at AJ Madison.

We have looking into your order and see the ice maker was shipped and delivered via ***.
Tracking: **** *** ****

If you have any other issues please let our customer service know and they will be happy to help you.

Have a pleasant day.

1/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered two undercounter built-in units, one is a freezer and the other is a refrigerator. They are advertised as built-in but the are not. Also, when my contractor went to install them, the front adjustable legs were stripped, thus the unit cannot be adjusted and sits at it lowest height. I reached out to AJ Madison and they told me that there is nothing they can do since I purchased them in Aug and it's after their warranty period - even though they were not installed until Oct. I also called the manufact. which is AJMadison suggested and they told me sorry as well. there are two issues: (1) customer service on both parties and (2) advertsing - these are not built in units. Model number below: Summit *********** Summit ***********

Business Response: Thank you for shopping with AJ Madison.

The unit you have purchased can in fact be used are built in or freestanding units. Please see the manufactures description page:

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


We have notes in your order that brackets were in fact sent to you.

If there is anther service issue please contact customer service for assistance.

Thank you and have a pleasant day.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

the issue of the legs on both the refrigerator and freezer are stipped and cannot be adjusted - i received the tiems like this.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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



 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I called AJ MAd when both units were being installed - I explained the situation - you informed me that you didn't cover it and Asked me to call Summit - I called Sumit and they refered me back to you.  When i called you for the second time, you told me that there was nothing you could do.  This is getting to be a bit old - the units are now sitting on the floor about 3" beloew the countertop due to the fact that the leveling legs arrived to my house stripped.  Also, I am not the only on who is complaining - you own website has a complaint of this very issue!!!  you don't seem to want to stand by your products - I know it says "built-in" but the are not true built-ins - they are under counter untis - real built ins can be adjusted and there is a grill in front - if i could adjust these, i would be able to see all the way under the units - this are junk - stop asking me to order parts!!!!  it's not the legs it's the inside the units that are stripped.

I hate these untis - they are not what i thought i was buying from your website - they way you advertise is faulse - same on you - and same on me, i should have heeded the feedback on your sight that these are no good -

Like i said (1) you can have them back and issue me a store credit and I can buy something else - or (2) credit my account for the full amount.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Thank you for shopping at AJ Madison.

The unit is covered by a year manufactures warranty.

The unit was delivered in August of 2014, after looking over the notes there is no mention of issues with leveling legs.

There was a call in about brackets in September that was sent to you but nothing about stripped leveling legs. 

The first time this issues was mentions was on this form and not with customer service.

As this issue is more then 30 days past devilry the unit would need to receive service to fix any issues

For parts or service please contact our customer service department. You  can email them at: ***************************** or call them at : ###-###-####

The respondents of this forum can not assist in parts or requests for parts.

A request has been sent to the manufacture on your behalf and they will contact you shortly to assist you with your issues.

When you contact AJ Madison please have your order number on hand so we can locate your order.

We look forward to hearing from you.

Have a pleasant day

1/13/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: missing parts on refridge delivery-legs. refer is 2" out of level without leveling legs and is not stable. it rolls in and out dinging my wall with the door. I asked for the missing parts 2 months ago. I email weekly asking for parts. i received only one response asking for the order number and model no, whick was in the first email. Its been 2 months and still no response, I email weekly and now daily with no response. I need my parts. i need response. Ive tried calling but only on hold for 30min or more each time.

Desired Settlement: I want my parts. If i cant get parts, I want them to pick up and give me my money back so i can buy a one that is complete.

Business Response: Thank you for your email.

We have reviewed your order and see that the rep working on your case has confirmed with you that the parts have been ordered from the manufacture and should arrive to you in 3-5 days.

If you have any other questions please contact our customer service team and they will be happy to help you.

Have a pleasant day

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 and the matter has been resolved.

Sincerely,

***** *****



 

12/29/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a Frigidaire FFTR2021QS Refrigerator from AJ Madison on 11/**/2014. There was no indication on the website that the product was not available for shipping. I checked the status next day using a button on their site, and I recived an email saying they will ship the product in 2 weeks. I called them today 12/*/2015 I was told by ***** that it is still back-ordered and they have an estimate of next week sometime. I checked their website and now it shows coming in on 12/**/2014. My primary complaint is broken promises by the AJ Madison. First, during the purchase: not advising that product is out of stock, then setting an incorrect expectation of two weeks, then giving conflicting delivery/in-stock time verbally compared to date posted on the website. Below is the email from AJ Madison/***** dated 11/**/2014. Good Morning *****, Thank you for shopping at AJ Madison. We value you as a customer and appreciate your patronage. Regarding your inquiry about your order, Your order is scheduled to be shipped within the next two weeks. The FFTR2021QS which you ordered is on a slight manufacturer backorder. Please understand that you are on the top of our allocation list. Once the item becomes available, your entire order will be released immediately for shipment. We sincerely apologize for any inconvenience this situation may cause you. You will receive an e-mail notification when your order ships. Please feel free to give us a call at ###-###-#### option 3 and then option 1 with any questions relating to this matter. Have a great day! Thank you, ***** Customer Support AJ Madison

Desired Settlement: AJ Madison needs to ship a product that is the same or better immediately.

Business Response: Thank you for shopping at AJ Madison.

We are sorry to hear the that were was a manufactures shipment delay on this order.

As we are a dealer for the manufacture, all products are ordered from them directly, which allows us to provide the low prices we do.

As the manufacture has updated us of a backorder we have provided that information to you as it comes.

Your account has not been charged. We only change the account when the unit ships to the customer.

If you would like to cancel your order please contact ***************************** with your order number.

We are sorry for any inconvenience this may have caused.


Have a pleasant day.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Blaming the manufacturer now for delays is not acceptable. If the product was not in stock, it should have been clear on the website.

This item was at a discount available from several providers at the time. As a resolution AJ Madison is asking to cancel the order when the price has gone back up, this is not a fair solution and rather a loss for me.

I have not had issues with AJ Madison in the past however, I want my supplier to be reliable. Can I count on AJ Madison's word to provide products at the advertised prices in the time they promise? Using BBB is the only forum/choice I have to try to compel AJ Madison to keep their promise.

Despite the issues with their supply/chain and relationships with the Vendor for which they are responsible, I feel they still need to keep their promises to the customer.

How AJ Madison handles this will be a lesson to others as well as for me in the future when thinking of doing business with AJ Madison, especially during the holidays.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Thank you for shopping at AJ Madison.

We are sorry to hear the that were was a manufactures shipment delay on this order.

We do see your order shipped out on 12/** and was delivered to you on 12/**.

If you have any other questions please contact *****************************

We are sorry for any inconvenience this may have caused.


Have a pleasant day.

12/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: AJ Madison has been giving me the run around about two appliances that I bought. Brand new out of the box microwave did not heat water and dishwasher had a damaged tub that leaked water on the kitchen floor. 9/*/14 I ordered and purchased online from AJ Madison, Inc, a ****** microwave Model MMV1174DH, serial #TR41911443, for $209.00 and a ****** dishwasher, Model MDB7949SDH, serial #F42501590, for $569.00. Free shipping. 9/**/14 appliances were delivered by *** *******, ***** *** **** ******** ****, *** **********. Appliances looked fine from first checking. They were piled on top of each other. 9/**/14. Appliances were installed. Microwave would NOT heat water in 4 min. Tried many times to see if the water would get hot. And dishwasher had a leak on the bottom, water was all over my kitchen floor. 9/**/14. Called customer service at AJ Madison to report to them the problem. Talked to ******* ****. She said to call ****** at ###-###-####. ****** customer service contacted *** **** at ###-###-#### to make a service call and check the appliances. *** **** reported to them that microwave was DOA and the dishwasher had a dent in the tub on the bottom. Looked like motor had been pushed hard into the tub bottom that made a dent and made a huge leak. He faxed his findings to AJ Madison. There were many times I contacted Customer service to see what they would do about it. ******* **** told me she no longer was in customer service, but failed to tell me or anyone in customer service. She didn't forward my problem to anyone. I have called and emailed customer service many times. 11/**/14. Been trying to get this problem resolved. AJMadison will not give me shipping info so I can return the appliances. It has been 2 months already.

Desired Settlement: I want to send them both back and get a REFUND. They are not working appliances. They claim they are under warranty. I purchased NEW appliances. They should come to my home working. They shouldn't have to be worked on. They were brand new out of the BOX. Has been a very disappointing experience.

Business Response: Thank you for contacting AJ Madison.

We will proceed with the agreement we spoke about over the phone, AJ Madison will be picking up your unit and refunding your account out of customer satisfaction.

We are sorry the manufacture has was not able to get a service company to your home to adjust your unit.

Please wait for the trucking company to contact you about the pick up of your dishwasher/

Thank you

Have a pleasant day

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 and the matter has been resolved.

Sincerely,

***** ***



 

12/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On December *, 2014, I placed an order to AJ Madison for the gas stove model NXR#DRGB3001 (order number ********) I Received an email saying that my order is received. Since that time, I am waiting for the confirmation about either the shipping of my order or any information about the status of my order.. I am calling the AJ Madison daily for any information about the ordered gas stove (which I need ASAP). Nobody is answering the company's phone. I emailed AJ Madison to the email address provided on the website. No response received It looks to me like the firm does not exist or is making money not by providing services to the customers, but rather by charging their customers for cancelling the placed orders. Please help the customers to get true information about the function of AJ Madison in regards to their ability to provide the services they are claiming to provide .

Desired Settlement: I want to cancel my order to AJ Madison as I need my order processed in a timely manner. The reason - the company is unable or does not have an ability to communicate with their customers via phone or emails in regards to the orders . I can not wait forever. I need the ordered stove. I need an information about what is going on with my order.

Consumer Response: Better Business Bureau:

I have received the purchased item in timely manner and am completely satisfied by AJ Madison service.



Sincerely,

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



 

12/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a Bosch double oven from AjMadison HBL8651UC / 940700024 on July **, 2004. I was told by ** ***** that they would be delivered and installed that same day. I went over & over with him about the price. Being as I live on SSI I kept asking about the delivery and to make sure they would be installed. The day they arrived Aug. *, 2014 , the person who brought the ovens in (they were in one Package) said he only delivers , he does not install. He also said that this company lies all the time. That delivery person said I should not open the box , I think because he knew they had dropped it.That delivery co. It was ** ******** .I tried to get in touch with the company AJMadison many times. Finally the ******* ***** *. said they would install the unit for free. When FLX Delivery came and opened the box they found it to be damaged. They said the damage was so bad it could not be installed or used. His name was ****** (**** goes by this name). I now received a email saying from another personel that they need to think it over, I should have called within 2 days. I kept going over with ** ***** about installation, here in Florida in the 13 years I have a diffcult time finding people to do the work, and when it is done , it is wrong. I come from NY and this has never happened to me before. It took me a long time to save up for the oven, like 3 years. I did not break the oven. I am so upset. I do not know what to do . Please this is urgent.

Desired Settlement: At this time I am not sure if I want new double ovens, or a refund. I am very upset at this point. I wish I had not found this company on ******** *******.

Business Response: Thank you for shopping with AJ Madison.

We sincerely apologize for all the inconvenience you incurred with delivery of your order.

Please note that we are one of the largest authorized dealers of appliances in the country.

We strive to have a pristine customer service department and strive to insure that you have a very pleasant shopping experience.

We want you to be a satisfied customer.

The item was delivered on, August ***. The request to make the return was made on October ****.

Although it is past time to report damages, out of customer satisfaction we have arranged for our trucking company to pick up the unit. Once they do, we will issue you a refund for the oven.

Please check your email as this information has been sent to you and updates will also be done this way.

Have a pleasant day

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 and the matter has been resolved.

Sincerely,

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



 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have not received the check for the Bosch electric double ovens, the amount of the check should Be $2,616.00. If it was sent out on the *** of Nov. it would have reached me, It is now Nov. **.2014
I am very angry, I want my money. They tried to tell me they could not cancel the check, I have done it. I even called my bank. I told AjMadison to send it priorty mail, I would pay for it. This is not how you
run a business. This will not be the end of this situation. I will get in touch with other government agencies. I want interest for keeping the money for the month  and causing all this grievance.***

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Thank you for shopping at AJ Madison.

After looking into your file we do see your credit card we refunded for $999.00 but was prevented from refunding the balance that a check was sent out for.

As you still have not received the check and we will be issuing a new check today and sending it ****

We are sorry there was a delay and that the original check was lost in the mail.

We will provided the tracking number to you via email once *** picks up the envelope.

Have a pleasant day

12/8/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a kitchenette and was billed immediately. Unfortunately, more than a month later (and three weeks after I was told the kitchenette had shipped), I have not received the merchandise. I've requested a refund and have not heard back from the company.

Desired Settlement: I would like a full refund of $3,572.27 for merchandise not received.

Business Response: Good Afternoon *********,

Thank you for placing your order with AJ
Madison.

We have contacted ** **** ********. They have informed me your
delivery is scheduled for tomorrow November****. The delivery company will
contact you today to confirm the delivery with a time frame for
tomorrow.

Thank you,

Customer Support
AJ Madison
*****************************

12/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In quotes below is a letter my wife sent to ****** *********'s customer service. Not surprisingly, it went unanswered. The letter details our debacle when purchasing the ****** gas cooktop from AJ Madison. When we had the second issue with the cooktop, AJ Madison proved to be so unhelpful - not returning phone calls, long wait times on hold when calling, and just generally doing nothing to remedy the situation - we were forced to work directly with ******. We will be filing the same complaint against ******. The letter leaves off with the shattered cooktop. The conclusion of the story is that ****** once again sent a replacement. And although *** from ****** said that the unit would be connected and tested before sending - shipping the unit with the connections intact - when we opened the cooktop, there were no connections connected, so it was clear that it was not tested. Thankfully this cooktop is not defective. It is by far the worst experience I've ever had buying anything. As a professional, I'm shocked at the extraordinarily poor customer service and operations of these companies. 5 months to get a cooktop? We had new granite counter tops installed and cut to the dimensions of this unit so we were forced to try to make it work. Please see the following letter for the history of our issue. I will add to the story that when the first cooktop was returned on 6/*, another was not delivered until 7/* - a full month later. This unfortunately was only the beginning of our issues. "I purchased a ****** cooktop through AJ Madison at the end of May 2014. I have just received my fourth replacement cooktop today. When I opened the box, the glass cooktop is completely shattered. The first cooktop I received at the start of June was cracked. The second and third cooktop I received were defective and leaked gas. I spoke to *** in customer service yesterday and he indicated that the cooktop would be tested and the connections left intact before he shipped out the new unit. Today we received the unit and before I opened it, I contacted him to inquire if it indeed was tested since I just spoke with him yesterday. He told me that when he had checked on the status it had already shipped. So the connections were not left intact and I have no idea if it was tested. Of course, that is a mute point, since the glass cooktop is shattered. I am extremely upset with the situation. I have not had a cooktop since May and every time I contact ****** customer service, I am on hold for at least 10 - 15 minutes. I would like someone to contact me tomorrow at (phone number). I would like a person from ****** to drive a new cooktop to my house in (state) and install it. I feel that this is the only solution to ensure that I will receive a working cooktop. I have never received such poor service in my life. Not once did anyone apologize for our inconvenience, instead I was made to feel stupid because I was calling too much on the status of my cooktop."

Desired Settlement: We asked several times for ****** and AJ Madison to send someone to install the cooktop. AJ Madison said ****** would do that. *** from ****** said that they don't send people for this cooktop. Considering the awful customer service, the amount of time we had to wait to get a functioning cooktop (5 months) we would like to be refunded half the purchase price of the unit. AJ Madison has done nothing to make this situation right. They don't return phone calls and have excessively long wait times when you call. Until this situation was righted, we will aggressively work to prevent friends, family, coworkers, and community members to avoid doing business with the company.

Business Response: Thank you for shopping with AJ Madison.

We sincerely apologize for all the inconvenience you incurred with delivery of your order.

Please note that we are one of the largest authorized dealers of appliances in the country.

We strive to have a pristine customer service department and strive to insure that you have a very pleasant shopping experience.

We want you to be a satisfied customer.

We see in your email that you write "Thankfully this cooktop is not defective".

We can only assume that you have a working unit in your home now that ****** (a different company then AJ Madison) has exchanged and replaced for you.

We are sorry to hear of all the difficulties you are having.

If you have any issues with you order please contact us at ******************************

Have a pleasant day

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

AJ Madison has done nothing to address my issue. All you have done is respond to the last part of the story, that yes, the cooktop now works - 5 Months after it was ordered! You did nothing to address the time, effort, expense, and frustration of installing , uninstalling, repackaging, returning, unpackaging, installing cycle that we experienced. We are well aware of the fact that ****** is a separate company. It was your choice to market and distribute their product. We want half the purchase price refunded. We've dealt with AJ Madison's customer service already with zero success.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

We are just going in circles here. Everything has been said and re-said. We could not return the unit for a refund because we had the granite counter top cut to those dimensions. The dimensions were non-standard, so we were stuck. Trust me, no reasonable person would have continued to go through the return process that we did unless they had no other choice I will not accept a solution that does not include a partial refund. I hope other consumers will read AJ Madison's responses that effectively say, "Sorry, we know we sold you a low quality unit. We know you had a terrible customer experience. BUT, we can't help you because it's our suppliers fault - a supplier who's appliances we still actively sell."

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response:

Thank you for shopping with AJ Madison.

We are sorry to hear you have had issues with ******.

The option was presented as either a replacement or a refund.

There was no option presented to you for a refund plus replacement.

As you have chosen to make the replacement with the manufacture there is nothing financial we can assist you with.

There will be no monetary compensation given as the unit was replaced. A new unit was delivered and is now in  perfect working order.

We are sorry for this inconvenience.

Have a pleasant day

12/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order for kitchen appliances and when I recieved them they were all damaged. Especially the dishwasher whose door cannot even open. I called up the company and they refuse to replace, refund, or send a tech out to check the damage. I paid a lot of money for these appliances they are all new and I cannot use them. I did some research on the company and found out through reading the reviews that other people who purchased from this company also have similar complaints including broken appliances, delivery problems, and bad unprofessional service. They have a corrupt policy that doesn't service anything after the consumer signs the delivery slip. I even paid for the extra warranty and I found out that its pretty much a scam. I would appreciate some help with this and investigating this company. I don't understand why so many people complain about receiving broken/damaged units and not getting proper service. thank you.

Desired Settlement: I want a full refund and I would like to see AJ Madison change their policies to better satisfy their customers.

Business Response: Hello ****,

We are sorry you are having trouble with your dishwasher.
Since the pictures you sent us shows the unit is installed, we have scheduled a
service appointment for you. They will come to your home and adjust the unit for
you so that it is in perfect condition.

The appointment is with *** ****
******* ******* for December*, between ****. The confirmation number is
************. Their number is ###-###-####.

Please have a copy of your
invoice with you at the time of your appointment.


If you need to
reschedule that appointment, please call ****** at ###-###-####.

Thank
you/**
Customer Support
AJ Madison
*****************************

12/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a refrigerator on September *** from AJ Madison, and it was delivered about 3 weeks later. The refrigerator that was shipped was the wrong product. I contacted AJ Madison customer service rep ***** ****** on 10/*, 10/*, 10/*, and 10/** because to obtain instructions for returning the refrigerator free of charge. *** ****** responded after my 10/* email and on 10/** and both times she said she was looking into the issue. I have not heard from her since 10/** and the refrigerator is still in my house.

Desired Settlement: I want AJ Madison to (1) confirm that they have refunded all charges for the refrigerator, including delivery, and (2) promptly provide me with instructions for returning the refrigerator for free.

Business Response: Thank you for contacting AJ Madison.

We have looking into your order and see we have informed you that the trucking company will be picking up this unit.

The pick up is set for 11/*/2014.

If you have an other question please let our customer service assist you.

Have a pleasant day.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here] The dispute involved both (i) a refrigerator and (ii) a warranty for the refrigerators.  While the merchant refunded my credit card for the amount of the warranty (spelled out in my complaint), they have not yet credited my credit card for the amount of the actual refrigerator purchase.  They finally scheduled pickup of the refrigerator for today, but they have not yet refunded me for the cost of that item.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Thank you for shopping at AJ Madison.

As you had placed a charge back on the account through your credit card company, they have already refunded you for your order.

Have a pleasant day

11/6/2014 Problems with Product/Service | Complaint Details Unavailable
11/5/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On 10/*/14 I placed an online order with AJ Madison for a Summit Wall Oven. On the same day 10/*/14 my credit card showed a pending payment for the full amount of the oven. The website indicates that deliveries within the metro area are satisfied between 2 and 4 days. I requested a status update via the AJ madison website and my order is listed as processing. I sent an email to customer service and received a form letter reply indicating that I will receive additional information. I have made numerous calls to the customer service department and have received conflicting information. On 10/**/14 at 9:30am I called customer service and was told that my item would be delivered on 10/**/14. On 10/**/14 I received an email stating that I would receive additional information. On 10/**/14 I called customer service and was told that no delivery would be made on 10/**/14 but that I would receive delivery on 10/**/14. I called customer service on 10/**/14 at 10:00am and was told they could not locate my order and would receive an email or call in a little while. I called again on 10/**/14 at 2:30pm and was told that the order would ship out from warehouse in one or two weeks. I informed the customer rep that my credit card was already charged the full amount of order. The rep said that the amount would "appear and disappear" from my charges because it was just holding that amount. I informed her that I already checked with ******** ******* and the charge was posted to my account and is due to be paid. I inquired as to why the charge was made if the website indicates that charges will be made when orders ship but according to her the order has not shipped? The rep said she did not know why, only that was not what normally happens. So as it stands today, I have to pay the full amount for an oven that the store I ordered from cannot even locate, their only guess is that I will receive delivery sometime in the next one to two weeks. Had I known that the company was unable or unwilling to complete the order I would have never ordered from them in the first place. I can see from BBB records other consumers have had the same negative experience as me.

Desired Settlement: I want the oven to be delivered on the day promised...2-4 days after ordering 10/**/14, 10/**/14, 10/**/14, or the next date promised 10/**/14, or the next date promised 10/**/14. I want the company to stand by their billing practices and charge me when the order ships. Since I have been charged can I interpret that as my order has shipped? Or should I believe customer service and expect delivery on 10/**/14 or the other customer service rep who says it should ship in one to two weeks and if that is the case...why is my credit card charged for an order if it didn't ship?

Business Response: Thank you for shopping at AJ Madison.

Please note AJ Madison and our shipping companies are closed for the Jewish Holidays, and do not deliver on weekends.

We were closed ******** and *********.

As you have been notified when we opened again the unit you ordered was on back order. We contacted Summit directly and they will be shipping and delivering direct to get you your order as fast as possible.

Your order is considered shipped as your order is now with a shipper.

We apologize for this confusion.

Have a pleasant day

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I was never informed by AJ Madison that the item was on back order.  The first term that was stated was in the company response to my complaint on BBB.  Here is a chronological description of my interaction with this company:
10/*/14:  Item ordered online.  AJ Madison files pending transaction with ******** ******* for full amount.
10/**/14: I requested a status update from website tracking option - no response from AJ Madison
10/**/14: I emailed customer service for a status update.
10/**/14: My ******** ******* charged full amount of order.  According to AJ Madison's policy - customers are not charged until order ships - I now believe the order has shipped.
10/**/14:  I call customer service and am told that the order will be delivered on 10/**/14
10/**/14:  I receive an email from AJ Madison customer service stating my order will ship in one to two weeks and I will receive an email with more information.
10/**/14:  I call AJ Madison to clarify conflicting information...stated delivery on 10/**/14 by rep, email stating delivery in 1-2 weeks, posted transaction to credit card indicating item has shipped.  I am informed during this call that delivery will not take place on 10/**/14 but will be delivered on 10/**/14.
10/**/14:  I call AJ Madison at 10am to verify delivery on the next day - i am informed that my order cannot be located and that I will receive a call back or an email shortly.  I call AJ Madison again at 2:30pm and am informed that no delivery will take place and that the item will ship in 1-2 weeks.  I explained that I have received conflicting information regarding delivery and that my credit card was fully charged on 10/**/14.  The customer service rep replied that the charge was pending - and would appear and disappear.  I replied that it was a posted transaction on 10/**/14 as per ******** *******.
10/**/14: I filed a complaint with BBB.  I have received numerous promises of delivery from AJ Madison - none have been completed.  I have been charged for the item ordered - which according to AJ Madison customer is billed when order ships.
10/22/14: AJ Madison responds to complaint via BBB with an untruthful response.  I am still without the item I ordered but have been fully charged for and still have no clear delivery date.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *******




 

Business Response: Thank you for shopping at AJ Madison.

We have refunded your account on 10/** in the amount of $924.35.

If you wish to place a new order for a unit immediately available we invite you to call one of our sales representatives at ###-###-####.

Have a pleasant day

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

AJ Madison indicates that customers will not be charged until order ships.  My order was placed on 10/*/14, my credit card was charged on 10/**/14, the order never shipped, a refund was posted on 10/**/14.  I should have never been charged in the first place.  AJ Madison needs to inform customers prior to purchase that they will be charged whether or not the order ships and that information should appear in AJ Madison's billing practices.  I can see in other BBB complaints that AJ MAdison states that customers are never charged until order ships, my experience proves that statement is not true.   BBB should re-evaluate AJ Madison's rating.  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *******




 

11/3/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We were sold a GE dryer for my Hair Salon and Spa business. I was told by the salesperson ***** that she had a dryer for me that would meet my needs but that it had a coin operated feature but that the coin op feature did not have to be used. She said the machine worked either way with or without the coin option. When I received the machine it did not work. They told me to call an authorized GE repairman which I did and he said ABSOLUTELY THIS MACHINE WOULD NOT WORK WITHOUT COINS! I called AJ and told them and they said it will adapt to no coin. I called GE DISPUTE Center and they said absolutely not. The machine will only work with coins. I have asked them to come and get the machine and they have refused. I gave them 48 hours to call us and resolve this and they have not. I have stopped payment with my charge card and I am wrapping the machine up and putting it in a locked alley adjacent to my business. I need the space for a new machine. I have a business to run. Have you seen the reviews? This business is a nightmare to their customers!

Desired Settlement: Pick this up immediately.

Business Response: We are very sorry to hear of the issues you are having. 

We have attempted to look up your order but we can not locate an order with the name, address, phone, email or account number you have provided. 

Please provide your order number so we may assist you.

We seem to have not told this unit in the time frame you have stated.

We await your response.  

Have a pleasant day. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved beca 

 

 
This business is not only disreputable but they don't keep proper records? The order # is ******** dated 9/**/14. Billed and shipped to : **** **** * *** ***  *** ******* **** *** ****** ********* It says on the invoice, "..OPTIONAL coin mechanism sold separately" According to the manufacturer and certified repair person, this unit absolutely cannot be used any other way than coin operated. It is not OPTIONAL. The salesperson should be properly trained regarding the appliances they sell. This disreputable business has had more bad reviews than any other business I have ever seen. How can they have a good rating from the BBB? I hope after what they have done to us their rating reflects this situation. It is bad enough to have sold us a misrepresented appliance that did not perform the task requested but the stalling, lying and despicable behavior on the phone afterwards is inexcusable. *** *********




?

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response:

Thank you for shopping with AJ Madison.

We sincerely apologize for all the inconvenience you incurred with delivery of your order.


Please note that we are one of the largest authorized dealers of appliances in the country.

We strive to have a pristine customer service department and strive to insure that you have a very pleasant shopping experience.

We want you to be a satisfied customer.

We have sent you the following email:

Hi ***,

Thank you for placing your order with AJ Madison.

We spoke to some one in you office on Friday **** October and they said that you where out of the office .

Can you please have the unit ready for pick up and we can schedule the pick up on Thursday or Friday of this week.

Once the unit is picked up we will issue you a credit in full .

Please confirm which date you prefer for the unit to be picked up .

Have a great day

Thank you,
******** ********** ** ******* *****************************

If you have any other questions please let us know.

Have a pleasant day.

10/31/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: There was no indication online that the product was not available or on BackOrder. I received an email confirmation at the time of order placement that did not state the order would be delayed. I am now nearly 3 weeks out and still have no indication of when my product will ship. I have called customer service twice and emailed once. Everyone keeps stating in the next 2-3 business days my order will ship - still nothing. Order #********

Desired Settlement: I would like to have this delivered immediately. It is unacceptable to be waiting this long for an item of this cost and it not claiming it was not available upfront. I do not plan to buy from AJ Madison again.

Business Response: Thank you for shopping at AJ Madison.

We see ion our recorded that your order has shipped out on 10/**.

If you have any other questions please contact customer service at ###-###-####

Have a pleasant day

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 and the matter has been resolved.

Sincerely,

*** *****



 

10/30/2014 Delivery Issues | Complaint Details Unavailable
10/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a Whirlpool coin-operated washing machine (model#CAE2743BQ0) from AJ Madison in January 2014, took delivery in February 2014. On June **** 2014 it stopped working, all indicator lights on and unable to reset it. Whirlpool-authorized technician incorrectly diagnosed the problem, so 4 months later it still does not work. Whirlpool has no other technician it can send, and is unable to replace the unit. AJ Madison would take no action other than continually refer me to Whirlpool.

Desired Settlement: I would desire a refund so I can purchase a different machine from either them or someone else. This model is garbage (just need to look at online reviews). At a minimum I'd like a qualified technician to come out, but Whirlpool doesn't have anyone. It's time for AJ Madison to step up and deal with a bad sale.

Business Response: Thank you for shopping at AJ Madison.

We are sorry to hear you have trouble with your appliance.

All the units we sell come with a manufacturer warranty, the manufacture will be able to assist directly with any issues you may have.

AJ Madison is an authorized dealer from the manufacturer. We cannot issue a warranty replacement/credit as this comes from the manufacture. If the unit
needs to be replaced the manufacture will replace directly.

 
We are sorry for this inconvenience.

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 and the matter has been resolved.  They have punted the issue to the manufacturer and its warranty, which I will continue to pursue as I have for the past 4 months.  Frankly, I was looking for AJ Madison to step up and take a stand for a lousy product they sold.  However, I accept that they have the right to direct me to the manufacturer.

Sincerely,

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



 

10/28/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered a refrigerator but haven't gotten it. Company does not respond to repeated requests for resolution.

Desired Settlement: Deliver or refund.

Business Response: Thank you for shopping with AJ Madison.

We sincerely apologize for all the inconvenience you incurred with delivery of your order.

Please note that we are one of the largest authorized dealers of appliances in the country.

We strive to have a pristine customer service department and strive to insure that you have a very pleasant shopping experience.

We want you to be a satisfied customer.

We see we have spoken to you about this order this week.
As explained at that time due to the remote area you are in it can take 2-3 weeks to reach you.

It has been one week since the order was placed over a holiday week.

Once the order is in your area, the trucking company will contact you to set up delivery.

You can also track the order with the tracking number provided.

Thank you and have a pleasant day

10/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a ****** dryer from AJ Madison. The dryer did not work properly, so I called ****** and they sent a repairman to look at it. The repairman asked me to look at the dryer because the tumbler had numerous scrapes and scratches. He said it looked like it had been used, and noted that on his repair order. He said he couldn't guarantee that other parts had been tampered with as well. I contacted ******, and they said it was a problem between me and AJ Madison. ****** then stated that they (******) were denying my claim to receive a replacement dryer because they don't put used parts in a new dryer, basically calling the repairman a liar. I took pictures of the used tumbler and sent them to both ****** and AJ Madison. Neither ****** nor AJ Madison are taking responsibility for the dryer problem. Their offer to repair the dryer is not acceptable to me, as I don't know what else may have been tampered with on this dryer. I am filing a complaint against ****** as well, since neither company is taking my complaint seriously.

Desired Settlement: A new replacement dryer to be delivered and the defective dryer to be picked up and returned.

Business Response: Thank you for placing your order with AJ Madison.

We have been in touch with the ********* escalation team about your problem.

As the unit has been installed and in use they are only authorizing service at this time, but did suggest you contact ********* at ###-###-#### to discuss any concerns. Sometimes direct contact from a customer can be effective.

As AJ Madison is an authorized dealer, we cannot issue a warranty replacement/credit without first obtaining information from the manufacturer that the unit is defective. Once the unit is serviced and if it is confirmed it is unrepairable, ****** will authorize a replacement.


I'm sorry for the inconvenience.

Have a pleasant day

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: The unit was delivered and upon first use it did not work properly.  The repairman noted, and I took pictures of the tumbler, which showed previous use.  As the repairman said to me, he cannot be sure that other parts of this dryer have not been tampered with.  That is the reason that a replacement is warranted.  Fraud is involved here.  I have asked that a rep from ******/********* come and inspect the used tumbler, I took pictures and sent them to both AJ Madison and *********, and that has been completely ignored by both AJ Madison and *********.  Replacement of the tumbler may or may not fix that particular problem, but someone somewhere tampered with this dryer, and AJ Madison is the company I purchased this unit from, and they should be providing me with a replacement dryer.  There is obviously something seriously wrong with the order, purchase and delivery systems of ****** (*********), and AJ Madison, when the dryer was tampered with before or during the delivery process.  I ordered a new dryer, I received a dryer with used parts, and asking for a replacement dryer is the only resolution that will satisfy me, and is a reasonable request for a product that I paid over $1,000 for.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ******




 

Business Response: Thank you for placing your order with AJ Madison.

We have been in touch with the ********* escalation team about your problem.

All of our products come directly from the manufacture, the manufacture only ships and sells new products.

As the unit has been installed and in use they are only authorizing service at this time, but did suggest you contact ********* at ###-###-#### to discuss any concerns. Sometimes direct contact from a customer can be effective.

As AJ Madison is an authorized dealer, we cannot issue a warranty replacement/credit without first obtaining information from the manufacturer that the unit is defective. Once the unit is serviced and if it is confirmed it is unrepairable, ****** will authorize a replacement.


I'm sorry for the inconvenience.

Have a pleasant day

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 and the matter has been resolved.  ********* is sending me a replacement dryer after filing a complaint against them with the BBC in Michigan.

Sincerely,

**** ******



 

10/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a refrigerator on 9/**/14 through this company and was told it was in stock and would be delivered in7-10 days. By the **** I still had not been sent a email regarding shipping so I called company and they said it still needed to be sent from GE and it was 3-5 days from GE and then the 7-10 days from AJ To my home. So I called back in the **** to see if they had received it from GE and now I was told it could take up to a week from GE... I asked who the persons ********** of their customer service is and I was told they cannot give me names. They forwarded me to a girl who put me on hold for over fifteen minutes and she still could not give me an answer other than it may be in by the ****.. When I asked her *********** name she told me she could not give it to me but would look into and call back. Today is the ****.. No shipping notice. I called back and the customer service lady was rude again. I told her I wanted her ********** and again said she wasn't there but would call me back. I called sales and spoke to a nice guy who told me it would be two more weeks until the fridge even arrived there.. He was going to transfer me to my sales person.. I waited on hold 15 min.. I cancelled my order because of there horrible customer service.

Desired Settlement: I really liked there prices.. There customer service however was horrible. They came very highly recommended but at this point I feel like something needs to be done to save a customer

Business Response: Thank you for shopping at AJ Madison.

We are sorry to hear that you are unhappy with the service you received. 

We do see you placed an order on 9/** after the shipping request cut off. 
This means it will process the next business day, 9/**. 
The 3- 5 business days from 9/** would be 9/**. 
We ship to your area on Wednesday or Friday as we are located in New York.

Due to the holiday the following week the routs were more busy then normal.
We due apologize for this.
We are also sorry we could not offer a discount you requested on 9/**. 

We do see that the representative you spoke to did provide a ******** name and transferred you to her on 9/**. 

We hope you will give us another opportunity in the future to serve you. 

Have a pleasant day. 

 

10/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought a large appliance package from AJ Madison for our new home in July and the applainces were delivered in August. Everything was received as ordered except a microwave/oven combination unit. We ordered a stainless steel finish unit through our builder, **** ********** in ********* **, but the prodcut delivered had a white finish. There is still a discrepancy about who made the mistake. AJ Madison claims we agreed to the order for a white unit, but our builder has the notes which clearly said stainless teel. We discussed the issue several times with AJ Madison and we even initially agreed to pay an additional fee just to get the right prodcut so we can close on our new home. But in the past 8-10 days, I have left numerous messages for the AJ Madison representative we worked with, ******** ****, and even tried contacting their Customer Service department for resolution, but they only send me an email asking I agree to THEIR terms for swapping out the models without further discussion on additional cost. They promised me on ** September that the unit would be shipped "the next day"--which would have been ** Sep. When I discovered on Thursday, ** Sep, that it had not shipped, I again called and emailed with no response. The disagreement over additional cost is irritating, but their total disregard to contact me to discuss is totally unsatisfactory! I appreciate any help you can offer.

Desired Settlement: We want the stainless steel finish microwave/oven combination unit we ordered through our builder shipped to us immediately--at NO additional cost to us

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 and the matter has been resolved.

Sincerely,

*** *******



 

10/10/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Placed order over the phone for LG washer model WT1001CW. Salesman **** ******** on 9/**/2014 said I will get the unit in a week. I called LG Eletronic and the unit is available to be ship to authorized dealer. However, AJ Madison send me an email they will to get the unit from a local distributor by the end of September. AJ Madison are giving me the run around and offering a different washer machine. I want the one I had order.

Desired Settlement: I will like to get the unit on time. If I do not place the complaint, I never get the unit.

Business Response: Thank you for shopping at AJ Madison. 

LG does serves worldwide. Our local distributor  will not have this unit at their facility until the date provided to you on 9/**.
If the order comes in sooner, we can ship sooner. 

We are sorry for the delay.

If you would like to cancel your order before it ships please let us know. 
A customers card is never charged before an order ships. 

Have a pleasant day. 

9/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: AJ Madison come to our showroom to install an AC that we prepaid for, they came late and did not come with the correct tools to install the AC. Due to this they said they would need to come back with the correct tools. They were not able to come back until 3 days later (it was 90 degrees outside, we had no AC and cannot run a business without AC) When they did come back and finished installing the new AC as they were leaving to told us the AC plug would not fit into our outlet and we would be unable to use our NEW AC unless we had an electrician come to install a new outlet. We explained everything we had and needed to AJ Madison before we purchased our unit. We were never told any of these issues. Now almost a week later we still have no AC. The customer service is impossible to work with, they just keep putting you on hold and you receive no answers. They tell you they will call you back and never do, they are not helpful at all and rude on top of that.

Desired Settlement: We want a full refund

Business Response:

Thank you for shopping at AJ Madison.


We have received your correspondence as submitted from you.


I sincerely apologize for any inconvenience this has caused you.

According to the notes your issue has been resolved.

If there are any other issues please let us know.

Have a pleasant day

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 and the matter has been resolved.

Sincerely,

***** ******



 

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

Complaint: June **, 2014 I ordered a refrigerator which after a month had not been delivered and shipping company said they did not have it. I cancelled the order an requested a full refund of $708. Since that time I have talked with employees of the company numerous times trying to find why the delay. Today September *, 2014 I still have not received the rebate. I have been promised so many time that the check is being processed that I know believe they do not know how to tell the truth. . August ** I received e-mail requesting conformation of mailing address and they would mail check immediately . That has not happen. September * ,2014 I again was promised the check would be in the mail that night and I would receive a e-mail confirmation of same with the check number. Also that has not happen. As you can see this has gone on for almost good 2 months. In my mind there is no valid reason that it should take this long to resolve. Business ethics are certainly questionable. I have American Express looking into the problem and have contacted ****** to do the same.

Desired Settlement: Mail the refund with no further business dealings

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 and the matter has been resolved.

Sincerely,

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



 

8/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a built-in refrigerator on July **, 2014 which was delivered on August *, 2014. The product was defective upon installation as it would not call. I called AJ Madison they told me that they would set up a service call and get back to me with a date and time. They never did and I called Kitchenaid directly to set up an appointment directly. They came for the call on August **, 2014 and said that all he freon leaked out of the refrigerator and was not able to be fixed. I called and asked AJ Madison to replace the product immediately. They keep advising me that they are waiting on authorization from the manufacturer. I called the manufacturer and they advise that AJ Madison never requested an authorization. I have a 16 month baby at the house and don't have a refrigerator. AJ Madison nor Kitchen Aid cares. They don't want to provide their obligations under the consumer laws and UCC. I want a full refund on the purchase and do not want to deal with AJ Madison.

Desired Settlement: I am seeking a full refund of my transaction plus my damages resulting from the defective product.

Business Response: Thank you for shopping with AJ Madison.


We sincerely apologize for all the inconvenience you incurred with delivery of your order.

Please note that we are one of the largest authorized dealers of appliances in the country.

We strive to have a pristine customer service department and strive to insure that you have a very pleasant shopping experience.

We do show the customer said kitchen aid is replacing direct and delivering this Wednesday

If you have any issues with you order please contact us at *****************************.


Have a pleasant day.

8/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a $1500 refrigerator, at the time of delivery the delivery company brought it into my kitchen and plugged it in and left. After a few hours we noticed it wasn't working, after reading the users manual we called AJ madison who said because the appliance was "installed" (plugged in) we cannot return it and need to call the manufacturer to open a warrantee claim and cannot deal with them anymore. The refrigerator is still broken and I have called AJ madison multiple times to attempt to get it fixed or replaced.

Desired Settlement: exchange my refrigerator that was defective upon delivery for one that works.

Business Response: Thank you for shopping at AJ Madison.

We sincerely apologize for all the inconvenience you incurred with your order.

Please note that we are one of the largest authorized dealers of appliances in the country.

We strive to have a pristine customer service department and strive to insure that you have a very pleasant shopping experience.

We want you to be a satisfied customer.

We see from our records that your order was delivered on 7/**/14 and service was requested on 7/**/14.

We requested service for the unit and we see service should have taken place 7/**/14.

If you are having further issues please contact us and we will continue to assist you.

Have a pleasant day.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 AJ Madison's response was accurate of there actions however nobody has contacted me to repair or exchange the refrigerator. Since the fridge was installed by AJ madison and never worked  I would like the refrigerator exchanged with a new working model, i would not like a repair made by the factory warrantee department. It is still broken, i would not be going through this trouble if it was working. The average hold time when contacting AJ madison customer service is >20 minutes for the 3 times I called. 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Thank you for shopping at AJ Madison. 

We are sorry to hear that there is a problem with the Summit unit you received.

AJ Madison is an authorized dealer for the manufacturer. The manufacturer's policy states that an authorized manufacturer's service technician attempts to fix the unit, before replacement is authorized. 

We have followed up with Summit to see what the issue was with your unit, but have been informed you refused the service call. 
 As the unit has still not been examined the manufacturer will not authorize a replacement. All units when ordered come directly form the manufacturer to be shipped direct. 

If you are still having issues with your unit please contact Summit to set up an appointment to diagnose the unit. 


Have a pleasant day.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

It took 28 days for AJ madison to get Summit to come my house from the day it was delivered and installed by AJ madison non-functioning.

AJ Madison refused to exchange the refrigerator for a working model and could not get a Summit tech to my house that time. My family was without a refrigerator for almost a month so I had the refrigerator repaired by a local, licensed service company on 8/**/2014.

I would like AJ Madison to pay for the $322.00 repair bill needed since the refrigerator was delivered non functioning and service or exchange was not provided in a timely fashion. 


 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

8/12/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Washer ordered 7/**, delivery attempted 7/** with no prior phone call the day before or prior to coming only a call from shipping informing me that an attempt to deliver was made. We scheduled a delivery date for 7/**, I took the day off from work to accept delivery, at noon called and was told "oh no delivery today, we did not have enough deliveries in that part of the state so we will need to reschedule! I rescheduled for 7/** and was assured it will be delivered in the AM. Late in the day just before closing a message was left on my husbands phone that delivery cannot be made until 7/**. I then called AJ Madison and spoke with ***** who insured me that delivery will be made 7/** and that we will receive a phone call to let me know the exact time. Again no call, no delivery! I came on this site to file a complaint and read other complaints of the very same nature or worse, one would think the problem would be fixed, I don't understand how you stay in business. Customer service should be number one. It baffles my mind how you can have an A+ unless it's a purchased accreditation. The person from shipping is extremely rude and uncooperative. I paid for this washer in full, the washer is sitting in a warehouse in **. less than an hour away!

Desired Settlement: In a perfect world, my washer but I am not interested in playing their delivery games. A refund issued immediately not in several days, the payment was taken on 7/**, for that matter they owe me interest!

Business Response:

Thank you for shopping with AJ Madison.



We sincerely apologize for all the inconvenience you incurred with delivery of
your order.



Please note that we are one of the largest authorized dealers of appliances in
the country.

We strive to have a pristine customer service department and strive to
insure that you have a very pleasant shopping experience.

We want you to be a satisfied customer.



We do show the shipment was completed and accepted.



If you have any issues with you order please contact us at
*****************************.



Have a pleasant day.

7/8/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a downdraft vent from the above mentioned vendor. I ordered it with the understanding that it was "Quick shipped" as advertised on their website. After completing the purchase, a couple of hours later I received an email stating that the item would be shipped in one to two weeks and I would receive an email when it shsipped. I was upset with the new terms. After a week with no notice I called to cancel the order. The woman that answered the phone said she would look into it and call me right back. I received an email the next day stating it would be the following week before it shipped. I contacted the company today to cancel and this time they would allow me to cancel by charging me $250. They said the item shipped on the ****. An email was sent on the **** which was two days after I originally called and told the woman I wanted to cancel and she said he would call me back.

Desired Settlement: In looking at the BBB complaints it is apparent that many of their customers have the same issue of buying and then waiting for shipment. I wonder how they maintain an A+ rating. I want a full refund for something that I have not received and not be charged a delivery fee which is not stated in their website for an item that had free shipping.

Business Response: Thank you for shopping at AJ Madison.

We have received your correspondence as submitted from you.

I sincerely apologize for any inconvenience this has caused you.

According to the notes and recoded called being reviewed the order went as follows:

6/*/14- order was placed, less than an hour later an email was sent to you that the unit will take 1-2 weeks as of short stock and
your remote area location.

6/**- (one week later) customer inquired to ship date. Same day the update was give that within the next week the order will ship

6/**- the order ships, shipped email was sent to customer to notify of shipping.

6/**- customer calls in and requests to cancel as they cannot use the unit behind an oven.     
The websites product page does state “These units are not for installations behind ovens."

As the order was shipped and the order has been refused due to customer error all shipping and restocking fees will apply as stated in the return policy and terms and conditions that were agreed to before placing the order. (see attached)

In addition this information is also sent with the order confirmation that is emailed to each customer at time of placing
there order as well as the shipping confirmation that each customer gets and can be located at any time on the AJ Madison website under the help center.

Unfortunately we are unable to honor your request for a refund for the shipping and restocking fees.

We hope you will not judge us by this unfortunate experience and you choose AJ Madison for future appliance needs.


Thank you

 

6/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order online for a duct conversion kit for a range hood. The kit ordered from this company took over THREE WEEKS to arrive - terrible time in this day and age. After it arrived, it was the wrong part for our hood. Oops. I called their 800 number to attempt to obtain an RMA for return. I understand I would have to pay shipping and shipping is not returned. I even would understand their ridiculous restocking rates. But they "don't accept returns on accessories". WHAT?! I was not warned of this when placing my order, and it's in small print buried in a bunch of stuff. If they have such a policy, it should be better known! I believe that mistakes happen, especially when ordering online and this is not made clear on the order form, on the website while shopping and it's not readily apparent when reading the "Return Policy" page either. This is archaic practice and should be spelled out in bold letters, because it is NOT NORMAL.

Desired Settlement: I would love to return the item, unused in the original box for a refund. I am entitled to at least that much consideration.

Business Response:

Thank you for shopping at AJ Madison.

Although it is policy for AJ Madison to not take returns on accessory out of customer satisfaction we can assist you in this matter.

We have provided you with a return email. Please respond back to this email and we can move forward the return of your accessory.

We look forward to hearing from you.

Have a pleasant day.

6/20/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased multiple appliances and requested a refrigerator with an ice maker. The unit that arrived did not have an icemaker and the installers damaged my customer kitchen cabinetry. I requested a full refund but was deducted $500 for the refrigerator. I would like those monies returned.

Desired Settlement: I purchased multiple appliances and requested a refrigerator with an ice maker. The unit that arrived did not have an icemaker and the installers damaged my customer kitchen cabinetry. I requested a full refund but was deducted $500 for the refrigerator. I would like those monies returned.

Business Response: Thank you for shopping at AJ Madison. 

We apologize you were unhappy with the ice maker you picked out with our sales team.

We reviewed all phone calls that you had with the salesman. In these conversations you had looked at a few refrigerators and none of them had icemakers.
Furthermore, an ice maker was never mentioned in these conversations.

Therefore, it was impossible for the salesman to know you wanted a unit with an icemaker.

We have refunded you the 15% restocking fee, but unfortunately the shipping charges remain.
The recorded conversations were sent to you on March **** to review.

We again apologize for any inconvenience.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint <st***g>ID# *******</st***g>, and have determined that <st***g>my complaint has NOT been resolved because:</st***g>

<st***g>The 15% restocking fee has not been returned nor has the fee which was paid for the warranty on the returned refrigerator. Additionally the fact remains that I did request an ice maker, it was my only requirement besides the dimensions I supplied and that the fridge be stainless steel. The salesperson made several mistakes in suggesting appliances, including providing one that was the w***g size. This was just one mistake that I did not catch for him. The botched up install where my custom cabinets were damaged was blamed on the vendor that they sent to my home for the install. These guys are like teflon, nothing sticks and it is never their fault.

That's what the salesperson, ****** ***** did - he wanted me to buy the most expensive item he could sell, which is why he missed out on details that were important, like the size of the appliance and requiring an ice maker; he was too busy upselling to sweat the details. He just didn't care and thought his customer was a sucker. Too bad he can't figure out a way to make an honest living while making customers satisfied at the same time.</st***g>

<st***g></st***g> 

<st***g></st***g> 

<st***g></st***g> 

<st***g></st***g> 

<st***g>In order for the BBB to appropriately process your response, you MUST answer the question above.</st***g>


Sincerely,

*** *****




 

Business Response: Thank you for shopping at AJ Madison.

We apologize for any confusion with our responses.


No shipping discount was applied to your order in any way.

If you have property damage please contact the shippers as no damage was mentioned on your signed proof of delivery.

Furthermore all conversations were sent to you- please see the following email that held the attachments-

If you would like that sent again please contact AJ Madison customer service

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

Good morning ***,

I reviewed all phone calls that you had with the salesman. You looked at a few
refrigerators and none of them had icemakers. Furthermore, an ice maker was
never mentioned in these conversations.

 
In addition please see the confirmation email that is sent to all of our customer which states that the customer is responsible for the shipping to and from for refused orders. As well as our return policy which is listed on the website that you have located us.

Please see the return policy at our web site which you ordered from:


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

Where it is quoted:


In event of a return or refusal, shipping and handling charges to and from our warehouse are not refundable. Free shipping, rebates and all promotions are voided upon return/refusal of merchandise. All returns must be shipped back to our warehouse prepaid, using the original method of shipment. If your item was shipped by a freight carrier, you must return it with a freight carrier to ensure its safe return) For a list of approved carriers, please contact customer service.

We are sorry we would not be able to assist you any further in this matter.


Have a pleasant day

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

As the shippers have not charged you for the return of the refrigerator there are no shipping charges, therefore you need to return the full amount paid. Additionally the refrigerator that ****** *****, the salesperson, chose did not meet my requirements. He also made a similar mistake with the dishwasher, but luckily I caught his mistake before shipment.

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*** *****




 

6/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered out appliances from AJ Madison. While ordering the salesman was prompt and personal making us feel comfortable and responsive immediately. They delivered my appliances over a month ago and the refrigerator was mis cut. I was told that they would order a new door and come out as soon as it arrives to install the door. The first door was sent and damaged, the second door was sent and was not a complete door rather just a panal which the technician could not install. I have now missed 3 days of work which I will not be paid for and they are refusing to take back the unit because I already accepted and signed for it. This is disgusting and should not be allowed. In addition the unit started leaking on our new floors because they never leveled it when they installed it.

Desired Settlement: I would like the unit returned so that I can purchase a replacement from a Company that does not take over a month to resolve a customer service issue. If there are damages to my new floor I would like to be compensated.

Business Response: Thank you for shopping with AJ Madison.

We sincerely apologize for all the inconvenience you incurred with delivery of your order.

Please note that we are one of the largest authorized dealers of appliances in the country.

We strive to have a pristine customer service department and strive to insure that you have a very pleasant shopping experience.

We want you to be a satisfied customer.

We do show a replacement order was possessed on May **** 2014 and will be delivered to you on May ****.


If you have any other issues with your order please contact us at
*****************************.

Have a pleasant day


Have a pleasant day.

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 and the matter has been resolved.

Sincerely,

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



 

5/29/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Never received any AJ Madison product. A fraudulent transaction was made through my paypal account. ********** stated that if I would have called within the 30 days refund would have been given. I did call within the 30 days and excuses are being made to avoid a refund.

Desired Settlement: Refund to my paypal account.

Business Response: Thank you for shopping at AJ Madison.

We have located your order by the phone number on the account.

When an order is placed through PayPal we can only ship to the billing address. Both parties (the seller and buyer) agree to go by rules set forth and decisions in dispute before working with PayPal.  

As this order was placed by the customer at the billing address and shipped to the billing address the order was sent.

The order was placed in December of 2013. The customer first contacted us in March 2014 stating there relative has used there PayPal account. The order was placed under review with PayPal, the conclusion from PayPal ruled in favor of AJ Madison.

We are sorry for any issues you are dealing with but as the unit was shipped and delivered to your confirmed PayPal address and it is now 5 months since this unit was delivered and signed for we can not issue a refund.



Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

A dispute was never made with Paypal. It was closed before it was even processed. I think you are just using that as an excuse to take no further action. I even have proof that the dispute was closed not because they favored your company but because the dispute was made under false terms. I ask you in the most kind manner if a refund could be made since I did not receive the item. I hope you stay true to your reputation and can provide me with the resolution I seek. Thank you 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Unfortunately, the enforcement of our policies does not permit us to issue any reimbursement as our account department has previously mentioned.


If you would like to place a future order with us, please contact one of our sales representatives and they will be happy to assist you with reduced pricing.

Please understand, a unit was purchased and shipped and delivered.
We are sellers for the manufacture. If a return needed to be made with in 30 days of the purchase  date there would still be shipping and restocking fees. As the manufacture charges these fees.

The only thing that we can offer is a discount on a future order.

We sincerely apologize again for all of the issues you have been having.

Have a pleasant day

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Could you make an exception to your policy? I at least want a refund for the shipping cost. Since I didn't receive the item it is only logical to not have to pay for that. Thank you and by the way am I speaking to corporate at the moment? 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

5/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: May **, 2014 To whom it may concerns, My name is ****** **** and I recently purchased a piece of appliance from AJ Madison located in ********* *** ****. The sales agent, *** ******** **** conducted the sale and the unit was delivered. Due to my pleasant experience I decided to purchase more appliances by contacting *** **** once again as I specified details and specification for the electric range from Bosch. *** **** was enthusiastic and responsive and he assured me that he will contact me shortly so that we can proceed with the new sales. Yet, few weeks passed and *** **** never contacted me. Therefore, I tried to contact him many times as I left numerous massages in his voice box and expressed the urgency for the appliances. *** **** simply ignored all massages and furthermore he refused to speak to me by hanging up the phone on me. *** **** became completely unresponsive, inconsiderate and simply rude. Considering the fact that I was a returning customer and I was planning to spent more money at AJ Madison, *** **** treated me with out most insincerity in the most childish conduct I have ever experienced. And what puzzled me the most is that he would treat a returning customer in this manner when in fact he should be catering and accommodating a returning customer and admire their loyalty and business. *** ******** **** could have simply returned the massages in an adequate professional and adult manner and politely suggested that he would prefer if another agent could proceed with my new purchases in which at that point I would have made the choice to continue with my new purchases or simply choose another retail store. I am quite disappointed in my experience with *** ******** **** who represents AJ Madison and I would hope that the management would address the issue if in fact if this establishment cares about customer care and services in which are the blood line to the AJ Madison's existence. Thank you* ** ****

Desired Settlement: I would like BBB to notify AJ MADISON of such unprofessional conduct. As well as an explanation regarding such childish behavior.

Business Response: Thank you for contacting AJ Madison.

 

Thank you for taking the time to correspond about your recent experience.

We would first like to apologize for any inconvenience you have experienced.

 

We have pulled all calls and related emails to your information.

We see that when you called you had spoken to 3 different sales reps other than the one you previously worked with.  As we are a large business and very heavily internet and phone sales, when starting a new order it can be a little difficult to get the same rep on the phone.

Please rest assured all of our sales reps are highly trained and can all give you the information you need. 
 
We also see when you sent an email to a ******** ******* he responded back same day addressing your concerns and giving you the direct contact information and offered the opportunity to deal directly with a member of the showroom management team.

If there is anything more that we can do to assist you in your appliance needs please contact us directly as we can assist you. 

Thank you and have a pleasant day

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I accept the fact that AJ Madison is a big establishment and there are so many sales are coming through every day. Yet, I contacted *** ******** **** at his extension more than 10 times and he never returned any of my calls for the duration of three weeks. Considering the fact that I was planning to purchase three more pieces of appliances, I would imagine that any sales person would return the calls; yet he did not!
Furthermore, when I had him on the phone twice when he answered the phone he simply hung up the phone as soon as he recognized my voice!!

Any how, I appreciate the fact that AJ Madison responded, yet I still find *** ****'s conduct curious, childish and unprofessional.
Thank you.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ****




 

5/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a range online from AJ Madison.com and they delivered it to my house. I attempted to install the steel legs on the bottom of the range, but i noticed that the whole bottom steel plate had been crushed in. The legs couldn't be installed, and would have been bent at a sharp angle if they were forced in. I also opened the bottom draw of the range and saw that the inside area had been crushed in as well. In addition, there are approximately 8 support screws on the bottom of the range that have been permanently torn/ripped from their housing/holes. The range still sits in the exact spot the where delivery men put it. The only thing i've done to the range, per the exact instructions in the manual, was to gently put it on it's back (on top of Styrofoam), when i attempted to install the steel legs. Since then, I put the range back upright. I never installed or otherwise moved the range. After documenting the damage, I called AJ Madison and talked to my kitchen contractor and told her what happened. She called AJ Madison and they sent an email to me. I responded to their email and sent photos of the damage. Since then, both my contractor and I have sent numerous emails and have made many calls to AJ Madison, and they have continually ignored our requests. They have done everything possible to pretend this issue doesn't exist.

Desired Settlement: I would like AJ Madison to pick up their damaged range and give me a refund. I can not use this broken range and I would like my money back. Thank you BBB.

Business Response:

Thank you for shopping at AJ Madison.

We are sorry to hear of the issues you are having with your unit. We have looked into your file and do see multiple emails that have been sent to your email address ******************** that we have on file. If this not the correct email please contact us at ***************************** and provide your order number and correct email address so we can contact you.

Please also be aware that we have been closed for the holiday but are now back open.

We look forward to resolving your issue.

Have a pleasant day.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 AJ Madison has still done nothing to resolve this issue - It's now been over 3 weeks.  No one has called me and I sent them another email with my correct email.

Please help BBB -

thanks
**** 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Thank you for shopping at AJ Madison. 

We see our customer service team has sent you an email asking if you would like a refund or a replacement.

We have sent a copy of this letter to you again. Please check your spam folder as sometime the emails do get filtered.

Once you respond we can move forward with your order.

We are sorry for inconvenient of missed email.

We look forward to hearing from you soon

Have pleasant day

4/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered many cabinets from AJ Madison We had ordered many different appliances for our new kitchen from AJ Madison appliances. Among them was a 48" Subzero refrigerator that had 3 delivery men struggling to get into our home. Bringing the refrigerator up our steps they rested the refrigerator on the edges of the steps, thus breaking 3 steps. It was notated on the delivery receipt. We were told that if we submitted an estimate they would pay for it. They didnt accept the estimate nor would they do the repair themselves. All we want is the steps to be in the same condition as before the damage. I sent many requests since July 2013 and have hardly heard from them. I havent heard from them in a few months now.

Desired Settlement: All we want is the steps to be in the same condition as before the damage.

Business Response: Thank you for shopping at AJ Madison.

We have contacted the trucking company that delivered your appliances to you and have made an inquiry about an update to your steps for you.

This was there response back:

***************
Good
Morning,
 

Yes we will be taking care of/fixing it.
I had advised customer as such.
We had been advised it is not recommended to fix during this weather.
snow/rain etc... if he is insisting we do it now we will but it is inadvisable.


If you would like the steps fixed now they will do so. If you would like to wait for better weather as advised please contact the trucking company directly.

Thank you

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

 

 

Hi ****,

Thank you for taking the time to talk to me this morning. Please be aware that I haven't been contacted by AJ Madison for many months to solve the problem. They had asked me to get a local contractor for an estimate, and when I did they claimed that he was overpriced. 

Though they said they would look into it, I haven't heard from them in countless months regarding fixing my steps.

The claim that they wrote that they said that they would fix it in the warmer months is untrue as I have all their emails. I was never told anything by them regarding them fixing the steps. I challenge them to show us such an email.

The main problem with them tis that I send them a follow up email mail every few weeks, and they just ignore the emails. 

Thank you for your help in this matter.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


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



 

Business Response: Thank you for shopping at AJ Madison.
We have been in contact with AM Trucking and they have confirmed they have been working with you in this matter.
If there is anything more that is needed please contact our customer service department at *******************
Have pleasant day



 Thanks

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 and the matter has been resolved.

Sincerely,

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



 

4/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a refrigerator from this company. It was delivered and the first time I plugged it in, the refrigerator did not work. The correct thing to do would be to give me a new refrigerator. They did not do this and said a repair person had to come as the first step. The repair person cancelled. I had to take a day off work for his reschedule. The compressor was blown. He said he would order a part. LG the manufacturer of the refrigerator has discontinued sales of this refrigerator. The part is backordered with an unknown delivery time. AJ Madison closed for many days for holidays and has difficult to reach customer service. After many hours on hold, no one person would help to resolve this issue. I have now requested that they pick up the bad refrigerator and refund my card. On the telephone they said they would work on arranging this, but will not guarantee a time to retrieve the bad appliance. They refuse to refund me until they pick up the product. They said they would email me proof of the product retrieval and agreement that they cancelled the order. They have not done this. They sold me a bad product and are hiding behind phone trees and policies and are not making amends for selling me a bad product.

Desired Settlement: I would like to be treated like a person that spent hard earned money for a product that did not work the very first time I tried to use it. I would like to have email confirmation that they will retrieve my bad product and refund me financially. I would like to file a public complaint so others will know what a terrible company this is and it is best to avoid doing business with them.

Business Response: Thank you for shopping at AJ Madison.

We see the pick up of the defective unit has been set for Monday April ****as requested.

If there are any other issues please contact is at **********************.

Have a pleasant day.

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 if AJ Madison follows through.
They have not contacted me and followed through on anything so far.

I would like to leave the complaint open until the bad appliance is collected and my credit card is refunded.


Sincerely,

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



 

4/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered and paid for an Electrolux washer and dryer plus 2 matching pedestals as well as installation. When the company delivered my items they realized that one of the two pedestals was missing a necessary part-latch and screws which should have been included(the other pedestal did have it inside) so the 2 delivery guys said sorry we need those pieces. Call the company to send it. So I reached someone in customer service who told me they will call the company the next morning(it was Thursday after 5) and expedite the part to me. Well the next morning I was told that it's shipping out via ups ground. Say what?! I need to wait another week now? That's unacceptable! For many reasons. 1-the appliances-which means a washer,dryer,2 pedestals,and boxes-as of right now are standing around my living/dining room-which is partially blocking my children's playroom. That means that my children are in danger of hurting themselves which I consider a health/safety hazard! 2-I have no way to wash laundry for the next few days bring that my currant machine was already taken away (I paid for removal). And with 2 young children it's a huge problem. 3-I have no place for me or my kids to move around in this house. 4-if anything does happen to these machines until installed,I will be blamed. Even though it's the companies fault for doing this to me. So basically I have a big problem now. If the company would have told me originally that I can't have it within a week I would've refused the shipment. However I was lied to and told that it will be expedited. I asked if a new pedestal can be sent to me but the representative said they already booked that day and it would take until 2 days later to have it. I am angry and I worried about my children's safety.

Desired Settlement: I want my appliances installed right away. Tomorow. Like promised

Business Response: Thank you for shopping at AJ Madison.

We see the manufacture has sent the missing kit and our delivery company has been scheduled to come and install your units.

If you have any other questions or concerns please contact us at **********************

Thank you and have a pleasant day.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:


first i would like to state that when i originally placed the order, i asked the ******** why i should buy from him.he proudly answered that his company gives the BEST service before and after the purchase.well-

AJ Madison did NOT resolve this matter in a timely fashion at all.

the order that they placed for me still did NOT arrive yet as of today-thursday.it was the order that I myself placed with the manufacturer via 2nd day air which arrived tuesday-and AJ Madison ended up installing.so basically,if i hadn't made the phone call myself to Electrolux,i would still be waiting....

now that this matter has finally been resolved,i would like to be compensated for the stress and major inconvenience this has caused me and my family.
Sincerely,

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




 

Consumer Response: I have been waiting for a phone call or email apologizing for the situation i went through due to a problem from THEIR end.there is one thing i know-a customer should never suffer in any way for a company's error.

this company has given me terrible service throughout this ordeal. i will NOT be buying from them anymore

4/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called the company in April of 2013 to order a AC unit which they said they had in stock. They called me back about 5:30pm that same day and told me the item was in backorder and won't come in for 2 months. When I heard that I told them I didn't want the item anymore and to please cancelled my order. They confirmed that order was cancelled but in June of 2013 the item arrived at my mom's house but I turn it away because we did not order it from AJ Madison and we have already purchased the item from another store a day after I cancelled the order with AJ Madison. AJ Madison refunded us the money but charge us a restocking fee of $408.55. They said it's in their policy that once the items is carry out the facility we are responsible for the re-stocking fee. I placed the order because they told me it was a stock item and it'll take 3 days to delivery but once they told me it was back order and is going to take over 2 months to get I told them to cancelled the order.

Desired Settlement: Refund us the charges for restocking fee

Business Response: Thank you for shopping at AJ Madison.

We have received your continued correspondence as submitted from you.

I sincerely apologize for any inconvenience this has caused you.
 
Unfortunately, we had pulled all the calls from that day and any associated with your phone number. We could not locate one from you stating you would like to cancel. We did however locate the call where the sales representative contacted you stating the unit was on backorder at which time she offered you a different model. You then declined the model and said you would think about it.   

When an order is canceled a confirmation email is sent out confirming the cancelation of there order.

We have no further contact from you until after your order shipped. 

 With that being said, we are unable to honor your request for a refund for the shipping and restocking fees that are listed on our website and emailed to each customer before the there order ships.


 We hope you will not judge us by this unfortunate experience and you choose AJ Madison for future appliance needs.

Thank you

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

**** never offer any other model to replace the unit we originally want to order.  Our original unit is a Sanyo and the only replacement for this unit is the Panasonic **********.  Sanyo the company was brought out by Panasonic.  There is no other unit that will fit. 

When she told me the unit was in back order for 2 months and never mention anything about any other unit to replace the Panasonic,  I clearly told her to cancelled this order and she clearly said the order has been cancelled. 

If they said they have the phone conversation of **** offering another model please provide.

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ****




 

Business Response: Thank you for shopping at AJ Madison. 

The email address that you have provided to us and have written to us from is ********************

This is also listed on your invoice that cannot be edited once the order was shipped. 

As explained there is no longer anything we can do in regards to fees as stated in our policies.

Your account was credited on 6/**/13. Todays date is 4/**/14.

We again apologize for any inconvenience.

We hope you will choose AJ Madison for future appliance needs.

Thank you

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

the reason why this took over a year because my cc company have been in contact with u for almost a year. This was my last result to resolve this issue.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ****




 

4/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a Danby French Door Beverage Center from AJ Madison for approximately $1,200. I opened the box, plugged the appliance in and immediately noticed that it did not work (i.e. the refrigerator did not cool at all). I called AJ Madison asking to have them deliver a new appliance and pick up the old one. I was told that they would not do so since their policy was that if customer attempts to install a product it cannot be returned. This policy is ridiculous and, in my view, contrary to applicable law. How is a consumer supposed to confirm that an electrical appliance is in working order without plugging it in? I did not try to install the refrigerator into the cabinetry I merely plugged it in, determined it did not work at all, immediately called AJ Madison and their only solution was to have an authorized repair company come to my home to fix the brand new refrigerator. While I was not satisfied with this I allowed AJ Madison to schedule repair service for 4/**/14 and the repair service did not show up as scheduled. I did not spend $1,200 to get stuck with a defective product that never worked. Given that the product needs repair right out of the box, I am not confident that this appliance will last and at the end of the 2 year warranty I will be stuck with a defective product which I will either have to replace or spend money to fix. I have no confidence in this brand and would like to exchange the product for a machine that works. I don't think that is too much to ask as a consumer.

Desired Settlement: I would like to have a new product delivered and would like AJ Madison to pick up the heavy defective item and take it out of my home.

Business Response: Thank you for shopping at AJ Madison.

We see a replacement order was processed today.

If you have any further questions  please email us at ***************
Thank you and have a pleasant day.

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 and the matter has been resolved.

Sincerely,

***********



 

4/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On the Feb ****, 2014, I placed an online order with AJ Madison Inc. I order an electric cooktop and the order number was ********. I received the merchandise on 3//**/14. After my handyman opened the box and exam the merchdise on 3/**/14 and he advised me to return the merchandise because it required 240 votes. After my handyman left, I called AJ Madison ******** ******* and asked whether they carry a electric cooktop that only uses 120 votes. The ***** told me that they did not carry any cooktop that uses 120 votes. I told her that the electric line that is already in place is 120 votes and the handyman does not want to run another line because i have a finished basement. He does not want to cut into the finished walls. The ***** told that I can return the merchandise if I wanted to. I said OK I would like to return the merchandise. She said she would sent me an instruction how to return the merchandise. When I received the e-mail from her, it indicated that my credit card would be credit minus 15% restocking fee if the the box has not been open. However, if the box has been open the restocking fee would be 30%. These returning policy never clearly stated when I placed the order. The box is sealed with a clear packing tape and it does not take any time or afford to place another clear packing tape on the box. I felt that the company is taking an vantage of ******** by no clearly show the returning policy on its website. When I asked the ***** that I did not see the returning policy on the website, she replied that we asked that you agree to the terms and conditions. While I was on the phone with her, I asked her to show me where on the website the clearly state this term. She further told me that if I do not agree to the return condition, she would not be able to accept the return or tell me where to send the merchandise to. I felt that AJ Madison have acted in unethical manner. If I would have know and saw the company return policy I would not order the product from them. I have not sent the merchandise back to company because 30% restocking fee out of 238 dollars would come to 71.40 dollars. Please tell that AJ Madison's return policy practice is fare because I do not think it isn't fair that an internet company should be allowed to do this to any ******** who have not seen or touch the merchandise the they ordered online.

Desired Settlement: I would like to be able to return the merchandise and get a credit back for the charge to my credit card. I should not have to pay any restocking fee at all.

Business Response: Thank you for shopping with AJ Madison.

We are sorry to hear of the issues you have been having with your cooktop.

Unfortunately we will not be able to honor your request to waive the restocking fee.

Please see the following disclaimer from our website
 \" All returns are subject to a 15% - 30% restocking fee\".

In addition to, \"Returned products must be in brand new condition with all packaging, product literature, and blank warranty cards enclosed in the EXACT condition in which you received them.\"

Since the unit is not factory sealed, there will be a 30% restocking fee.

The policy is can be found on our website under the help center under return policy and terms and conditions.

****************
We see from your notes on file that you have since agreed to the restocking fees and will be shipping back the unit.

Once the unit is received in the warehouse your account will be credited.

Thank you

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 The reason that I had to agree to the term for the restocking fee because your ******** ******* ***** refused to provide the return address.   Your returning policy is not easily find on your website.  While I was spoken with your ******** ******* *****, I searched for the return policy and condition, I still unable to find. I felt strongly that your company is prcticing un-ethical business behavior especially in your returning policy.  ******** should not have to hunt for the terms and conditions of your business practice. The cooktop has not even been removed from the original box.  I have to open the box to find out what electrical requirement and when my installer told that the electrical line that is already exist is 110 vote rather than 220 vote.  He advised me to exchange the cooktop that why I called the ******** ******* and ask whether your company carries any cooktop that uses 110 vote.  The ******** ******* person told me that the company does not carry any cooktop that uses 110 vote.  She also was the one who suggested that I can return the cooktop.  She further stated that she would sent me the instruction how to sent the cooktop back.  When I received the e-mail that when I found out about he restocking fee.  I wrote back and said that I disagreed but still wanted to return the cooktop.  I called the ******** ******* and asked about the restocking fee on the email.  She said since you are not agreed to out term we would not able to accept the return.  Basically She refused to provide the return address; therefore, forced me to agreed and accept the term of your return policy. I felt ripped off because from shipping fee both ways that I have to pay and your 30% restocking fee.  I felt that your business practice is not fair to your ********.  I have never dealt with any web base businesses that refused to accept their merchandise and charges restocking fee.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: We have received your correspondence as submitted to the
Better Business Bureau. We appreciate the opportunity to address your concerns.

I'm very sorry to hear that the unit you have picked out
did not meet your needs and needed to be returned. We fear that waiving the shipping
and restocking fee is not an option we can offer.

Please understand when the package comes back for credit
or exchange, the manufacturer charges a restocking fee. We are sorry but we do
not have control over that.

Please see the following links listed on our website,
where you placed your order:

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

We see you have responded and agreed to the restocking
and shipping fees.

We apologize for any inconvenience that this situation
may have caused you.

For additional information or assistance, you may contact
our ******** ********* ********** by email us at: ************

We hope we get the chance to work with you again

Sincerely,

***********

***********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# **************, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 In spite continuing to register my displeasure with how the business was conducted and did not get any satisfaction in resolving the issue with this company.  One thing that I wished that I did was to read the 140+ complaints that were posted on the BBB website before placing my order.  It appeared that I was not the only one who was not happy how the company conducted itself.  I place my order because of the claims that the company has A+with the BBB.  I do not wish to continue if no resolution could be found.  I will never do another business with this company ever again.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

4/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a dishwasher from them. It doesn't work. It won't even turn on. AJ Madison's position is that once it was removed from the box and plugged in it is "installed" and is the manufacturer's problem. I responded that such a policy would make no sense. How could a person ever determine if the product didn't work if they couldn't take it out of the box and plug it in. This seems to me to be a clear violation of the NY State Lemon laws.

Desired Settlement: Rather than have to wait weeks and weeks for a service person to come out from the manufacturer to see if they can determine why it won't turn on, AJ madison should simply replace it.

Business Response: Thank you for shopping at AJ Madison.

We do have a 48hr policy to report any damage or defect to your unit.

The order was delivered on December **2013.
The issue was reported on March **, 2014.

As the unit has been in the home for such an extended time frame, service would have to go out to see if there is in fact an issue requiring replacement.

Service is readily available in your area almost every day including this week.
Please contact customerservice.com and we can assist you will making sure your unit is working according to the manufactures specifications.

We look forward to hearing from you.

Have a pleasant day.

2/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This business delivered a broken refrigerator to our company on 1/**/14. About a week later they sent over a repair man to fix this brand new appliance. A part had to be ordered. The repair man came back on 2/**/14 with the part and deemed the unit irreparable due to an internal leak. Now we are waiting for the manufacturer to call us with a disposition. We understand all decisions are up to the manufacturer however, we did NOT purchase from the manufacturer, we purchased thru a third party supplier and paid a commission (AJ Madison) and they have done absolutely nothing to help the situation. If I wanted to do allt he leg work myself I would of purchased from the manufacturer!

Desired Settlement: Come pick up the broken appliance.

Business Response: Thank you for shopping at AJ Madison.

We see from your file that the manufacture has replaced the unit directly with you.

If there are any other issues please contact us at *****************.

We would be happy to assist you in any way.

Have a pleasant day.

2/25/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: 've had some bad customer service in my day, but nothing like what I've received from AJ Madison. I placed the order on 1/**. All the items were in stock and quick ship, which according to their own site, ships within 2 business days. This wasn't the case. I received an email on 1/**, stating the items had shipped, and was provided a link with tracking information. As of 1/** the tracking information was still not showing it had been picked up. I called. The representative *** trying to find a paper trail. After 20 minutes on hold, she told me it was picked up 1/**. A full 7 days after the order had been placed. Fast forward one week. I check the tracking again, and it still hasn't shown that its been picked up. I call again. They don't have any information. They will call me back...supposedly. When reading over these reviews, seems to be an all too common occurrence, that they stay they will call back, but never do. Later that day, I check the tracking again. This time, it finally shows it was picked up 1/** at 11:50am. 2 weeks after it the order was placed...A far cry from the "ships in 2 business days" They give me a schedule delivery date of 2/*. 11 days away. And more than 3 weeks from when I originally place the order. Fine...I begrudingly accept this date. Now, its only going from NY to Vermont. We border the state. It doesn't take that long to get here from there. on 2/*, the final destination delivery company calls, and it has arrived at their terminal. Now, one would think they would be apprised of what shipments are coming their way, and they would plan ahead for them. 2/* the delivery company calls me to "schedule" a delivery. Hadn't I already done that 10 days ago. I had, or so I thought. They tell me they can come on 2/**, a week after I've already scheduled the delivery, and more than a month after I've placed the order for a "quick ship" item. The delivery company is in NH, for some odd reason, they skipped over an entire state to get it to me. They have to backtrack. Now, again, they should have known this shipment was on the way, and that it was scheduled for 2/* and made plans in their calendar. I mean, it has been quite some time. There was a snowstorm on Wednesday. Ok, that leaves 2 full days to clear snow..I mean, this in New England, we know how to clear it away. And you've been expecting this delivery, so 48 hours after a snowstorm isn't an excuse. Not too mention, if this order has shipped within 2 days as promised, Then the storm wouldn't be an issue, because it didn't snow in the time frame it should have been received. It is unacceptable to me that it takes over a month for 4 appliances to ship from NY to VT, a mere 4 hours away, especially when they should have shipped within 2 days. I tell them I no longer want the order, and I am told there is a restocking fee because I am going to refuse delivery. I find it unacceptable as they have not upheld their end of the shipment details. Again, the snow should play no part in this, because if it was shipped when it was supposed to, it would not have been an issue. Their customer service is severely lacking, and they have no desires to stand behind their own shipment timeframes. I will be disputing the charge with my credit card bank, and I have the phone recordings of conversations with customer service, as well as emails and tracking information showing the complete disregard for realizing they are in the wrong.

Desired Settlement: The delivery will be refused, if it ever actually arrives. The transaction will also be disputed with the bank; emails, and tracking information will show my side of the story to be factual. The company can end their loss of credibility and avoid the hassle of a dispute by accepting the cancellation without a restocking fee.

Business Response: Thank you for shopping with AJ Madison.

We sincerely apologize for all the inconvenience you incurred with delivery of your order.

Please note that we are one of the largest authorized dealers of appliances in the country.
We strive to have a pristine customer service department and strive to insure that you have a very pleasant shopping experience.
We want you to be a satisfied customer.

We do show the shipment was completed and accepted.

If you have any issues with you order please contact us at customerservice@ajmadison.com

Have a pleasant day.

2/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The sales and customer service staff at AJ Madison refused to transfer me to a supervisor when I called following a completely unsatisfactory delivery of a refrigerator, which I will address in the following paragraph. I did not receive a call back that afternoon, nor the next day as I had been told by the agent I spoke with immediately following the delivery. In addition to the disrespect and flippancy of this representative during the initial phone call, I got the impression that she did not even record my name, account number, or phone number. After having no luck with the customer service staff, I left several voicemails with the ********, ******** ****, who sold me the refrigerator over the phone. ******** assured me that there would be no issue with the delivery company and that AJ Madison would be available if there were any problems with the new appliance. With his assurance, and the A+ Better Business Bureau rating, I was confident in doing business with AJ Madison. After my experience with the delivery agents, which began this entire debacle, I would vehemently advise anyone against purchasing appliances through this company. The two men from the delivery company that AJ Madison contracted, AM Home Delivery, were completely unprofessional and incompetent. After being unavailable by phone the day the delivery was initially scheduled, they contacted me at 10PM (three hours after the end of the delivery window), and told me that they would not be able to come until the next day. When they finally arrived, both agents initially refused to bring the refrigerator up the flight of stairs, although it was included on the invoice that there was no charge for bringing the refrigerator up the first flight. They claimed that they were concerned about scratching the wood floors, which I appreciated. When I offered that they could use the small elevator to bring the refrigerator up to the kitchen (if the refrigerator would fit), they removed the handles and the freezer drawers in order to get it in and bring it up into the kitchen. On the literature that accompanied the appliance, installers were specifically instructed not to remove the doors or handles. After the refrigerator was finally in place, both men refused to even remove the packing materials or peel the plastic from the doors so that I could inspect it for any possible damage during delivery. Exasperated, I signed for the appliance, asked both men to leave, and noticed that my wood floors had been scratched in several places after all. Throughout the entire experience, both men were rude, clumsy, and barely spoke English. By their aggressive demeanor while they were in my house, I felt threatened as a small woman home alone to receive the appliance.

Desired Settlement: I request an explanation for this inferior service from a company representative, as well as compensation for the hours I spent attempting to contact AJ Madison regarding this issue, the time I spent drafting this complaint through the Better Business Bureau, the emotional stress I experienced as a result of the threatening and rude delivery men, and the damage sustained by my wood floors that will have to be repaired. I understand that AM Home Delivery is an agent contracted by AJ Madison, but the low quality of this delivery service is a direct reflection on AJ Madison itself. Furthermore, the complete disregard shown for the customer through ignoring complaints and screening calls demonstrates that AJ Madison is not a company that will stand by their product-- in this case the product is the appliance itself, and the delivery to your home, as AJ Madison includes the shipping fee at the time of purchase.

Business Response: Thank you for shopping at AJ Madison. 

We sincerely apologize for all the inconvenience you incurred with delivery of your order.
 
As you know a trucking company is used to make AJ Madison deliveries as we ship nationwide.

All our trucking companies are insured and can help you with making a claim to any damage your home might have suffered.

Please contact AM Trucking at ###-###-####.

Out of customer satisfaction we can refund half of your extended warranty on your order. ($100)

Please confirm you would like us to proceed with this offer.

Once again, we do sincerely apologize for the inconvenience you incurred and we hope to see you shopping with us in the future.

Please contact us at ###-###-#### or email us at customerservice@ajmadison.com

Thank you and we look forward to hearing from you.

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 and the matter has been resolved.

 
Thank you for your assistance in resolving this matter. I truly appreciate the service that you provide for consumers.

Sincerely,

**** ****



 

2/10/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a range with Ajmadison on 12/**/13. The salesman ******, said it would be ship on 12/**/13 and delivered no later than 12/**/13. It was shipped on 12/**/13, but as of today 1/*/14, I still do not have my range. According to Ajmadison the delivery company has had the range since 12/**/13. I keep calling Ajmadison and I keep getting the run around that the shipping company only has a truck in my area on Thursdays, well each time a Thursday comes around, I don't get the delivery. I even paid for shipping on this product. Ajmadison has lost my business on any future purchases.

Desired Settlement: I have asked for a refund, but have not gotten it. I would like the range delivered before 1/*/2014 and my $99 in shipping refunded to me or a FULL refund of $540.00 and the shipping company can send the range back to Ajmadison.

Business Response:

Thank you for shopping at AJ Madison.


We have attempted to deliver your unit by your requested day 1/*.

We had attempted to contact you via phone and email to get a verbal or written confirmation to allow your delivery be left at your home without a signature to accommodate your request.  .

As signed paper work the trucking company  requested for an absentee delivery was not found the trucking company had no option other to leave with out delivery as you were not home and no paper work was left for them. We are unable to leave such a large and expensive unit outside your home without your signed authorization. 

We have sent you a follow up email and are awaiting your response.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The promised delivery date by AJMadison was DEC **** 2013, BEFORE Christmas!! We have since purchased the exact same stove minus all the shipping charges and had asked for a FULL refund. The Stove was sitting at the shippers address in NH on the **** of December and they refused to deliver it. Stating they only travel here once a week...2 hrs away.  Bottom line is we have spent 10 hours total on the phone with THREE companies and more representatives than anyone should EVER have to deal with, none knowing what the other was doing.  This was a Complete debacle and and waste of our time and efforts, We feel as if we should have been getting paid by AJMadison instead of us paying them.  We will NEVER do business with this company or their shipper and shipping warehouse.

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely, ****** *******  

Business Response: Thank you for shopping at AJ Madison. 

 We had attempted to contact you via phone and email to get a verbal or written confirmation to allow your delivery be left at your home without a signature to accommodate your request.  .

As signed paper work the trucking company  requested for an absentee delivery was not found the trucking company had no option other to leave with out delivery as you were not home and no paper work was left for them. We are unable to leave such a large and expensive unit outside your home without your signed authorization. 

As an option we had given you the option of another attempt with the requested paper work or a refund.
You have opted for the refund. Your account was credited in full on January ****.

Thank you

2/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: purchased this stove back in April 2013 within a month parts started getting rusty called for service replacements where sent to me .no sooner that was done I had to call for service again. I almost got burned when I went to turn on the front burner. had some one come in from AJ Madison and was told that this stove had been scraped in may of 2013 and should had never been delivered to me .I'am a senior citizen and very scared to use it I don't think that within 6 months of purchase I should have had so many repairs and replacements.

Desired Settlement: I'am asking for replacement or an upgrade on my stove willing to pay the difference I want a stove that's safe for me to use.

Business Response: We do apologize for the issues you are having with your unit.

There must have been a miscommunication with the manufacture in regards the information you were given. 

As we contacted the manufacture and the following email was sent to us:

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

********** : ********* – we have
no record of this unit ever being scrapped.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

To whom it may concern,

 

The issue I am still having has not been resolved nor have I been contacted by anyone from ** *******. The problem has still continued, I am having service once again on 1-**-14. Thinking of taking this issue to small claims court for lake of assistance and help with the ongoing problems.

 

 

Respectfully Yours,

****** *****

 

 


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




 

Business Response: Dear ******,

We tried reaching you by phone in regards to the serial tag for **********. We received confirmation from Frigidaire that you have received it and left you a voicemail since you were not available.

Please contact us at your earliest convenience at ************.

Our normal business hours are Monday through Friday 9am to 5 pm Eastern Standard Time.

If you still require service please let us know we can set an appointment up for you. If an appointment has already been made or one not needed.

Thank you for shopping at AJ Madison for all your appliance needs.

1/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have outlined below the sequence of events leading to my dispute of the above referenced issue: Date Action 8/*/13 Ordered 3 appliances from AJ Madison (“ADM) 8/*/13 Notified by AJM via email that order will be shipping in one to two weeks 8/*/13 Notified by *** that order has been shipped via **** ****** 8/**/13 **** ****** delivered the 3 appliances to house 8/**/13 My general contract called and advised that the dishwasher (1 of 3 appliances) panel is damaged. 8/**/13 I called AJM to advise that the cover panel was damaged during shipment. *** requested that I email photos and serial # of the unit and they will review and send a replacement cover panel. I sent and email attached photos per their request. 8/**/13 I emailed AJM twice asking when the cover panel for the dishwasher will be shipped. 9/*/13 AJM responded to my 8/** emails stating that the replacement panel will be shipped within 7-10 “Business Days” 9/*/13 Cover Panel still not received. General contractor installed the dishwasher and planned to replace cover panel once it arrives. General contractor advised that he installed the dishwasher and said via a text message . . . “dishwasher is no good the base is leaking. Call them and have them send u a new one” 9/*/13 Sent email to AJM from me dated 9/*/13 advising that the Dishwasher is leaking and that I want it replaced. Further I notified them that I put a stop payment on the credit card. 9/**/13 AJM finally responds to my 9/*/13 email stating that “since the unit is installed we need to schedule service for the unit to see why its leaking mabe the unit wasn’t installed properly. If service deems un-repairable, AJM will replace the unit. This response from AJM is the crux of this issue for me: I did not want to accept a brand new dishwasher with problems from the beginning. AJM sent the service technician anyway several days later: I spoke with the service tech the day he arrived and told him that I did not want the unit repaired. I did not have a problem that he wanted to check it. The service technician told me “I do not blame you, I would not accept it either if I were you”. 9/**/13 I called AJM on 9/** or 9/** (I cannot recall the exact date) and asked to speak with a supervisor in Customer Service. The Customer Service representative tried to transfer me but the supervisor would not take my call. According to the Customer Service representative, the supervisor was on the phone to a Whirlpool representative explaining the situation to him. I explained to the Customer Service representative that I have been delayed beyond belief due to problems with *** and the ********* appliance and that I need to get the work completed so that I can get the house listed for sale. Their delays and poor customer service costs me a lot of money --- missed opportunity in the market. I told her that I had to get it resolved immediately. I never heard from AJM again. They never returned my calls or emails in an effort to rectify this to my/our mutual satisfaction. In one of my many calls (on 9/** and after), I explained that I was unaware that the dishwasher was leaking. I became aware that it leaked only after it was installed and hooked up: How else can it be determined that the unit is leaking until it is installed and hooked up? Moreover, as stated in my email message, it is obvious that the damage to the cover panel was likely caused by a forklift dropping the appliance which is why it leaked once installed. My general contractor did not have a forklift on the site; the damage to the cover panel was discovered after the box was opened. This damage was known prior to it being shipped! It is not unreasonable that I would not accept a brand new damaged and inoperable dishwasher. I kindly request that AJ Madison stand by their customer service promise that they stand by their customers throughout the process. I would have preferred that the dishwasher be delivered in operating / new condition as was the case with the other two appliances that were delivered. My objective was to get them installed for immediate use. Instead I have spent hours trying to resolve this issue with virtually no help from AJ Madison customer service.

Desired Settlement: An immediate refund and removal of the damaged appliance from my property.

Business Response: We are sorry to hear that there is a problem with the Dishwasher you received.
AJ Madison is an authorized dealer for the manufacturer. The manufacturer's policy states that an authorized manufacturer's service technician attempts to fix an installed unit, before it is replaced.

As you have refused service the manufacture is refusing to replace at this time. Once the unit is serviced we can move forward with your case.

Thank you for your cooperation in this matter. As one of our valued customers, your satisfaction is one of our primary concerns. Please accept our most sincere apologies.

Business Response: Thank you for shopping at AJ Madison.

If you have any other issues please let us know.

Have a pleasant day.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution per the attached email is satisfactory to me and the matter has been resolved.

Sincerely,
**** *****
 

1/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Delivered a fridge that did not make ice...was broken on the bottom.Charged us $250 for a door reversal, sent 3 different teams of guys, none of whom knew how to do it.I was placed on hold 5 separate times for over 25 minutes each time, no one would talk to me.

Desired Settlement: What I was charged for...and someone to actually pick up the phone and stop hiding.

Business Response:

Thank you for shopping at AJ Madison.

We do apologize for issues that took place with the door reversal.

We do see you were refunded for this service as it had to be completed by the manufacture.

Your refund was processed on 1/**/2014.

Thank you and have a pleasant day.

1/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear BBB I am writing to you in regards to a SMEG Range that I bought from AJ Madison on **/**/13. The oven was delivered to us with a broken oven. We contacted ******* ** ******** ******* *********** ***** ******* *** ********* * *** **** ** ***** ***** ** **** ******** **** ** ******* doesn't replace appliances once they have been installed, and they could no longer take it back. Needless to say: it is difficult to know whether the stove is broken unless it gets installed. At this point AJ Madison made this issue the manufacturers responsibility and the manufacturer sent out a repairman. The repairman came to our house on December **** (one day before Christmas) and stayed for approximately 2.5 hrs, at which he concluded that he needed to order a special part from the manufacturer. The part was ordered and the repairman returned on the ***and spent another 3 hours trying to repair our stove with the new part. The new part did not work and the repairman concluded that the stove needed another part altogether. Today is January ***. And we have just received a call from the repairman saying that the part "might" be in tomorrow, which will mean that a repair appointment will be scheduled for next week at the earliest. This will mean that it has gone a whole month since our broken stove arrived until it is fixed. We are most unhappy with this situation and would like to have a new stove.

Desired Settlement: We would like to have a full refund our a replacement stove as we think it unfair to spend $2049 on a broken product and not get a replacement.

Business Response: Thank you for shopping at AJ Madison. 

AJ Madison is an authorized dealer for the manufacturer. The manufacturer's policy states that an authorized manufacturer's service technician attempts to fix an installed unit, before it is replaced. 

The part they ordered dad to come in from Italy, and is being shipped to you right away. 

We understand your frustration. **** is working to get your problem taken care of as quickly as they can. AJ Madison and **** strive for the highest customer satisfaction, and we are working together to ensure the is resolved.

Thank you for your cooperation in this matter. As one of our valued customers, your satisfaction is one of our primary concerns. Please accept our most sincere apologies.

1/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a washer and dryer from AJ Madison on November **, 2013 as a Christmas gift for my wife. Today is January **, 2014 and I still have yet to receive my appliances. I have talked with customer service many times and seem to get nowhere. First they told me the dryer was lost, then they changed it to the wash machine now they say this product is back ordered for another month. I have had to call this company every time except once. They promised a call back several times and never followed through. I am to the point now that I am sick of dealing with them and believe that if I do any more I will say thing that I will regret. This is why I am filing a complaint. Only once was I supposedly talking to a manager. It seems as though this company trains their customer service to make the customer angry so they hang up before a manager gets on the phone. I was going to cancel my order but I thought I would try this before I did. So basically I paid a lot of money for a product that I do not even have a month and a half later and customer service seems to just try to push me so I hang up the phone before anything gets resolved.I would also like AJ Madison to know that this could have all been avoided if their customer service would have handled this in a more professional manner or simply put a manager on the phone. I also think it is a joke that there is not way to speak to anyone that is higher up in the company that can actually make things happen.

Desired Settlement: I would like to receive my appliances with some sort of compensation for going through this debacle with AJ Madison or I would like to receive the next upgraded appliances that are offered by this company. With either solution I believe AJ Madison should have to pay for some sort of overnight or express shipping so I will actually receive these products.

Business Response: Hello,

We do apologize for the delay in your order. As we see from the notes you were informed by the outside trucking company that was used that they did lose your dryer. They performed a dock search and could not locate your order. 

As the trucking company is an outside company we contacted them when we were informed of the misplacement. A new order was placed immediately.
As you have picked units that was on a nationwide sale, you were informed the day we were informed of the backorder.

We did ask if you wanted to keep the order and you did agree.

Unfortunately we are waiting on the manufacture to deliver the new shipment to start filling orders. 
 
We do understand that this is a frustrating situation. We do guarantee that once the shipment is in your order will be filled and shipped out. 

 
Thank you

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ******, and have determined that my complaint has NOT been resolved because:

This response does nothing to make up for that fact that I have been waiting a month and a half already and for the lack of professional customer service. I was notified that something in my order was "lost" only after I called this 3rd party.  I was told they had 72 hours to find this merchandise. After 72 hours I called back and was given no answer as to what was going on. This is when I called AJ Madison and I had to make multiple calls before I made any progress and finally by some miracle someone from AJ Madison actually called me back instead of me having to call them. They told me they put in a new order for a washing machine. Now the response to my initial complain says dryer?? I get a feeling they don't even know what is missing! I feel like I am just being jerked around! I have just about had enough from this company and if this is how they conduct their business I feel sorry for future customers. I still think I should receive some compensation for this disaster. At least I deserve a truthful explanation of what is really going on! 
 
Sincerely,
*********
Very dissatisfied customer!



 

Business Response: Thank you for shopping at AJ Madison.


As there was such a heavy discount on this order (almost $600), There is a lack of financial room on the order to proved a further discount that you are asking for.

However out of customer satisfaction we can offer you a 3 year extended warranty for both your washer and dryer. The retail value is $199.99.

If you would like to accept this offer please contact our corporate office at ###-###-#### option 3 and then option 1 or email as at ********

Thank you and have a pleasant day.

1/16/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Order #*******, purchased on May *, 2010, of a pro-style gas range with a 5 year warranty. In multiple calls to AJ Madison customer service, we have been told (1) They did not have our warranty on file, (2) This is a residential stove located on a commercial property, and thus the warranty cannot be serviced, and (3) - as of today, they'll "get back to us in 5-7 business days." The invoice proves that the company was fully aware that it sold the stove and warranty to a commercial entity, and the 5 year warranty has not expired. We have been attempting for 3 weeks to have the stove repaired, however, we are receiving the "runaround" from AJ Madison, and they have yet to honor the $150 warranty that was purchased on the product. We are left with the impression that AJ Madison has no intent of honoring the warranty.

Desired Settlement: We want the stove repaired according to the stipulations of the warranty, or we want the warranty cost refunded to us.

Business Response: This is in reference to our mutual customer **** **********.

The customer did purchase a 5yr. warranty through a third party warranty company in 2010.
Unfortunately the warranty the customer purchased was for a residential unit and would have needed to be combined with a commercial setting warranty.

In addition we have parted ways with the third party warranty company as of 2 yrs. ago.
As we here at AJ Madison can no longer legally sell a warranty to the customer for a product more then 3yrs old, we are making every effert to assit the customer in this matter. 
Although the warranty sold was $150.00, we have informed the customer we will go above and beyond to assist them in having a working unit and have informed them that once the unit is fixed send AJ Madison the bill and we will pay the bill.

Please see the email below:

E-mail - AJ Madison order *******

Good Afternoon ****,

Thank you for placing your order with AJ Madison.

We sincerely apologize for any inconveniences you have incurred with the extended warranty you purchased.

Please feel free to have service on the unit and forward the invoice over to us so we can reimburse you for the cost of the repair.

If you have any further questions or concerns, please feel free to contact us at ###-###-####.

Have a great day!

Thank you,
Customer Support/******
AJ Madison
*****************************

We here at AJ Madison put great effort to make sure we provide and maintain a very high level of customer satisfaction.

Thank you

Business Response:

We have resent the email you have requested with your new email address you have provided.

If you have any issues please contact us.
***** ******* ******* *** **** **** ** *** ******************* ******** ** ******* ***** ******* *

Thank you for placing your order with AJ Madison.

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

Good Afternoon ****,

Thank you for placing your order with AJ Madison.

We sincerely apologize for any inconveniences you have incurred with the extended warranty you purchased.

Please feel free to have service on the unit and forward the invoice over to us so we can reimburse you for the cost of the repair.

If you have any further questions or concerns, please feel free to contact us at ###-###-####.

Have a great day!

Thank you,
Customer Support/******
AJ
Madison
*****************************

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 and the matter has been resolved.

Sincerely,
**** ******  

1/14/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: AJ Madison contracts with third party delivery service in order to fulfill shipment of their products. The company they are choosing to use said they would only deliver on thursdays before 2 p.m. ish. As I work every thursday till later in the afternoon I cannpt be there at this exact time. The company has shown NO flexibility in delivery because "They only come that direction once a week." The simple fact is that this is unrealistic, and now my delivery has been delayed 3 addition weeks by the local delivery hub. I ordered the range almost a month ago, and AJ Madison shipped it almost 3 weeks ago. After several phone calls AJ Madison said they would try to get a dedicated delivery truck to bring the item out to me on my time frame. Aj Madison has suggested that I "Have someone over the age of 18 other than myself receive the package." Firstly, I do not have anyone available to me to do so, and now that I know the range has gone on and off of a truck several times, I want to be there to phically inspect for damage.

Desired Settlement: I would like AJ Madison to return the product from their distributor, and give me a full refund for my purchase which totaled. 2499.00. Thier company policy dictates a "Restocking fee" which I should not be paying as I never received an item, and a return shipping fee, which I should also not be paying for, as I have not received the item. I want 2499.00 refunded to me, and I will buy from a different distributor.

Business Response: Dear ******,
Thank you for placing your order with AJ Madison.

We have received a confirmation from the trucking company that you have received your unit and accepted delivery. 

If you have any further questions you can either respond to this email or call us at *************
Thank you for your cooperation.

1/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We ordered a new microwave. When we received the packaging was in good order so we accepted delivery. As soon as we opened the box and got out the front door had severe damage and the lower left front had serious damage. The door does not close and the unit does not work. We contacted the seller 5x to no avail/no return call. On the *** we spoke with their customer service and were told to take pics and send along with serial # which we did. We received a reply from them that we're stuck with the unit because we opened the package and set the unit on the counter and we should have refused delivery if it was damaged. After much research on the internet regarding this company we've come to find this is a common practice for them. They sell damaged goods as new and then refuse to exchange/refund because the buyer opens the box that shows no sign of damage. A simple exchange for a truly new unit is all we asked. They said no ** **** ** *** ** **** *** ** *** ** ** ***** **** ***** *** *** **** ***** **** ** ** ***** ** **** *********** *** ****** ** ********** ****** ******** ** *****

Desired Settlement: *** *** ** ** ********** **** **** ** ***** ****** *** **** **** *** *** *** ** ** * ****** ** **** Pay to play is fine in 1990 NYC but know that the consumer is armed with information and the internet you all should address your pay to play model and give fair, realistic ratings based on the companies merit. AJ Madison has so many complaints about their business on BBB and on other sites all over the internet that it ***** * ******* ** **** ** ****** ** *** *** ********* **** ** ** *** *********

Business Response:

Customer received a replacement unit as the unit the customer had in there home had been discontinued.

please see email between the customer and AJ Madison. 


On Nov **, 2013, at 10:37 AM, "*****************************" wrote:

> Thank you for placing your order with AJ Madison.
>
> This email is to confirm that we are replacing the microwave you currently have with a newer model due to defect in the original one shipped to you.
>
> The new model number is *********.
>
> As you have stated that you no longer have the box for the unit you currently have and the manufacture will not take the original unit back with out the same model box, you can dispose of the unit you currently have as you see fit.
>
> The new order is being processed now and you will receive a email once the new unit ships.
>
> Thank you for your understanding and patience in this matter.
>
> Have a pleasant day.
>
> Thank you,
> Customer Support
> AJ Madison
> **** *
> *****************************

The customer responded:

Re: AJ Madison order *******

Thank you ****! We'll donate it to ******* *** *********
**** ******** ******** ***** ****

The customer is now satisfied.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 They sent us another broken one!  The actual microwave works but it was a damaged unit on the outside.  One of the legs is broken off so we have to stick a support under it to keep it level. 

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,
***** ****  

Business Response: The customer received the unit on 11/**/13.

The customer has to this date( 1/*/13) never contacted us stating there was another issue with the new order.

If there is an issue after 30 days the unit can be serviced and is covered under the 1yr manufactures warranty.

1/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered Kitchen Aid Refrigerator, stove , micro wave and dishwasher. Delivery scheduled between 3-7PM arrived at 7:50PM , 2 very small men came to deliver 4 pieces to 2nd floor,stair rails were removed situation was clarified with AJ prior to scheduling. 2 men barely go stove up to kitchen made hole in wallpaper left refrigerator on first floor unwrapped on skiis, I paid to have it taken to the 2nd floor,1+ weeks after their delivery. Upon unwrapping to appliance noticed a water stain on the back lower cardboard grate of the refrigerator. Had certified plumber install. After 3 days NO ICE called AJ Madison said they had to send someone out, tech from Whirlpool comes said need new ice maker ???? AJ Madison refused to return appliance. After numerous days of staying on hold being hung up on 30 minutes at a time. Then refrigerator flooded my NEW KITCHEN (still in the process of completion) The door was weeping water the water and ice-maker dispenser was pouring water out the door of the ref was filled with water inside and out finally got AJ Madison on phone after many tries and hold spoke to **** (Manager) who would not listen kept telling me they can't take it back. Then she ordered service for new ice-maker , I was told that Lemon law required 4 service visits to replace defective app. Service person arrived 4 days later, changed the ice-maker. 3 days later NO ICE and we are extremely anxious about the unit flooding again. Called AJ Madison on hold 2x s 37 and 32 minutes each time, said **** is not in, refused to give me name of owner or superior, refused to listen to me very arrogant and evasive hung up on me. The ref is obviously defective and a 2nd. We have spend a fortune on a NEW kitchen to have it flooded and have AJ Madison refuse responsibility for sending a known defective appliance.

Desired Settlement: We want a NEW functioning refrigerator

Business Response: This is in reference to our mutual customer ***** ********.

The customer received delivery on 7/** for 4 major appliances she purchased from us. The customer first contacted us on 7/**, stating the ice maker inside the refrigerator is not working. We set up a service appointment for 7/** with an authorized certified service technician from Kitchen Aid to see what the issue is and repair the unit. The service technician replaced the ice maker on the refrigerator and before he left he tested it and made sure the unit was working in perfect condition and he completed the call.

On 8/**, the customer contacted us stating the ice maker is not working again. We set up another service appointment with a technician for 8/** to come to the customer's home to see what the issue is on the unit. However, the customer cancelled the service appointment. We tried calling the customer numerous amount of times to assist her but she doesn't return our calls. We sent her an email on 8/** to follow up with her and she hasn't responded to our email as well. Here is the email we sent to the customer:



E-mail - AJ Madison order *******

Dear *****,


Thank you for placing your order with AJ Madison.

This email is in regards to the service sent out on August ****.

According to the service center, service on the refrigerator was refused. Please contact me at ###-###-#### at your earliest convenience to resolve the issues you are having with the refrigerator.

Service must attempt to repair the unit, only if it is deemed unrepairable we are able to issue a replacement.

If you are unable to speak over the telephone, please reply back to this
email.

Thank you,
**** *
Customer Support
AJ Madison
*****************************



AJ Madison is an authorized dealer from the manufacturer. We cannot issue a warranty replacement/credit without first obtaining information from the manufacturer that the unit is defective beyond repair. Once the unit is serviced and confirmed it is unrepairable, Kitchen Aid will authorize a replacement.


The customer is guaranteed for the unit to work in perfect condition by the manufacturer. The manufacturer will only authorize a replacement if the unit is unrepairable.

We are happy to set up another service appointment for the customer so the unit is working perfectly. Once the customer lets us know when she is available and won't refuse service.

Please let me know if you need any additional information.

Thank you,
******** *****
AJ Madison
###-###-####


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

Dear Sirs-

 

Please note that AJ Madison finally agreed to take back the damaged unit as we changed the model, upon delivery of the new unit, there were scratches and damaged noticed by their delivery crew, we refused to accept yet again ANOTHER damaged unit, AJ Madison offered the damaged unit at a discount, we of course refused, they then advised that they cannot send us another unit and will pick up the damaged one  We again advise that this is a 3 man job, they assured us there would be3 men sent to pick up the damaged unit.  Once again they send 2 men to remove it, Upon removal they severely damaged our newly installed wallpaper and ceiling of our stairwell.  AJ  Madison said not to worry just send info to AM Home delivery and place a claim.  We have notified them both to no avail, no return phone calls, emails or claims.  We are still waiting for a response, it is more than 3 months since the incident. They will not answer calls or any form of contact,  We did purchase a new unit from another vendor with out a problem.....

 

We remain with damages that we once again must pay for.  And once again AJ Madison  escapes responsibility.

 

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

 

Business Response: This is in reference to our mutual customer ***** ********.

As an appliance company we do rely on outside freight companies for there service to deliver our units to our consumers.

Regrettably delivery issue do happen and AJ Madison unfortunately has no control over these events.
The trucking company does carry insurance for this reason.
There number is ###-###-#### or you can email *******************

Please accept our most deepest apologies for the inconvenience this may have caused.

Thank you

1/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a dishwasher, additional warranty for it and a sink faucet for a total of $1082.60 on AJ Madison's online store August *, 2013. When the dishwasher arrived, it was damaged. Initial contact with AJ Madison was unsatisfactory. I wanted a complete replacement not a repair or % off for my inconvenience. At first this wasn't an option to them, but finally I got them to agree to take the unit back and replace it with a new one however communication with this company, anytime I have ever called, is difficult. Long wait times, no return calls or return emails - not business like at all. I never really received a confirmation in writing that they would send a new unit. Again communication issues. Anytime I have called and asked to speak for a supervisor, I have waited for long periods of time - over 1/2 hr. and never had the opportunity to speak to one or have a resolution. Finally I decided after not getting a new dishwasher, I decided I no longer wanted to deal with this company any longer and wanted a refund. Again, after a reasonable period of time, no refund appeared on my card. Originally, I paid with my Discover card via ******. Based on their inept customer service by not answering calls, providing me with empty promises or answers, I decided to file a chargeback and a dispute with ****** to get their attention. The amount I dispute is $723.60. I returned the dishwasher, but after a month had no refund or a new dishwasher!!! AJ Madison told me they would not process the refund unless I canceled the chargeback and cancel the dispute. I filed the chargeback and dispute Aug. ****. I called the following week and discussed this situation with a rep. She assured me that if I canceled both the charge back and dispute, they could issue the refund. So I canceled the chargeback with notification from Discover that if I did this I had no other recourse. I also canceled the ****** dispute. After some time had passed and I saw proof of both closures, I forwarded it to AJ Madison. They claim they needed confirmation from both Discover and ****** even though I provided proof. As time has passed and I would inquire about this situation to Discover and ****** I learned that the charge did indeed go through and AJ Madison was paid and the payment was NOT held by either Discover or ******. A temporary reversal of the charges did appear on my statement, but since I canceled the chargeback so soon after filing it, the charge wasn't held back. ******, as the intermediary, wasn't notified by Discover that the chargeback was canceled. I faxed proof to them as well. As of last week I spoke with a rep at ****** who did a 3 way conversation with Discover to learn that the chargeback was canceled and that the payment did indeed go through. ****** doesn't have anything else to do with the case. In conclusion AJ Madison still has my dishwasher AND my money even though they claim they don't. I have proof that the charge went through. They ignored that. They refuse to do anything else despite the proof I have sent. They have yet to initiate contact with me on the case. I have had to pursue them to no avail. There is nothing more Discover or ****** can do on my behalf. AJ Madison is refusing to cooperate with me, Discover and ****** by stringing this whole situation along. I am disgusted with the way that I as a customer have had to do the work of their customer service dept. should do. I've provided proof by everyone in this matter TO everyone in this matter. What business can keep both the product and the money with no repercussion?

Desired Settlement: I simply want my refund issued immediately. I have paid interest on the money they haven't refunded yet either! They have had my money since August *, 2013.

Business Response: Dear *****

Thank you for shopping with AJ Madison.
We value you as a customer and appreciate your patronage.
Your refund was issued in the form of a check after you confirmed your address with our customer service manager via email.

Please feel free to contact us if we can be of any further assistance.

1/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order with AJ Madison on October ****. I was told all items were in stock and should be delivered within 7-10 days. After following up 9 days later the product had not yet been shipped and confirmed via email. Numerous calls and emails to my sales person were not responded to. After following up again an additional 3 days later was told by another associate that a portion of my order was on back order until mid to late December and that there was nothing that could be done as the delay was caused by the manufacturer. I asked for a credit as I have already been charged for the items that will not arrive for another month or more and was told that could not be provided since a portion of the order had already been shipped.

Desired Settlement: If the product can not be delivered within the promised time frame, that information should be communicated at the time of purchase. We now have custom cabinetry built for these pieces and their exact specifications so we had no choice to look for an alternate vendor.

Business Response: Dear *******,
Thank you for shopping with AJ Madison. We value you as a customer and appreciate your patronage.
We apologize your some of your items being on backorder. I do see we have refunded you for the items you wished to cancel. We hope you are enjoying the rest of your order that you received from us.
Please feel free to contact us if we can be of any further assistance.

Business Response: Dear *******,
Thank you for shopping with AJ Madison. We value you as a customer and appreciate your patronage.
We apologize your some of your items being on backorder. I do see we have refunded you for the items you wished to cancel. We hope you are enjoying the rest of your order that you received from us.
Please feel free to contact us if we can be of any further assistance.

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 and the matter has been resolved.

Sincerely,
******* *******  

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 and the matter has been resolved.

Sincerely,
******* *******  

1/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a refrigerator for 700.00 and after 3 days it stopped working. I lost 200.00 in food and I keep getting the "run a round. I have not even owned the brand new fridge for 2 weeks, and it does not work

Desired Settlement: I want a replacement today and 200.00 to replace the food I lost. I would also like 300.00 in undue stress I have had to endure and countless phone calls with no call backs.

Business Response: This is in reference to our mutual customer, ****** ********


The customer received delivery on October ****.
On October **** the customer contacted us stating there was a cooling issue with her fridge.

We attempted to replace immediately, unfortunately this can take a day or two. Two business days later the customers replacement order was processed. 
The customer was also given a free 3 yr extended warranty that retails for $90.00 and $50.00 visa gift card from the manufacture for the food loss. 

Please be advised that all pending issues have been resolved between the customer and AJ Madison.

The customer is now completely satisfied.


We here at AJ Madison put forth every effort to make sure we provide and maintain a very high level of customer satisfaction.

Thank you.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

this company is lying,   they did not try to replace immediately!!!!  they tried to only send service which was two weeks out.  it was only when I contacted the *** that they authorized replacement.  the *** gave me a 50.00 gift card.  I lost over 200.00 in food and my family literally went hungry for 15 days while ajmadison gave me the run around.  they need to replace my food at 200.00!  they put me thru ****, sleepless nights, countless calls and waiting for call backs that never happened.  again, they are lying and really need to be looked into as a fraud company scamming the public.  i need that 200.00 immediately so my family can eat.  i am including a log of all the phone calls and the reciepts for food i purchased and then had to throw away, and some of the take out food receipts, i did not have them all, but i assure you, this has cost me a lot of money, so much that because we had to buy take out for every meal, i could not pay my phone bill and our cell phones got shut off and are still shut off.  although we managed to buy some take out food, we did indeed go hungry ALLOT during the 15 days without a working fridge, that was "brand new".   had to make and all the time.  they did not care and blew me off allot.  please do not believe them, again, they are lying and put me thru so much stress ;-(

sincery,

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

In order for the BBB to appropriately process your response, you MUST answer the question above.

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

Business Response: We are sorry to hear about the issues you have been having.

 

We here at AJ Madison strive to provide the best customer service
possible.

 

As we have replaced the unit,  offered a warranty that you have accepted and assisted
in securing the gift card the manufacture provided we have excused our finical resource
that this order will allow.

 

Again we do apologize for any inconvenience.

1/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a clothes dryer online from the business. When it was delivered, both I and their delivery crew noticed a small dent in the lower rear corner of the unit. Because the damage seemed very minor and cosmetic, and no other damage was apparent, the delivery crew advised me to accept the unit and that they would contact the business for a small discount on the item. This seemed reasonable and satisfactory. I installed the unit that evening, and discovered far more significant damage upon operating it. First, the plastic casing on the door scraped the metal housing slightly when opened. When the unit was turned on, I could near a louder-than-expected buzzing and grinding. Additionally, some clothing items became stuck in a gap between the lint trap and the metal housing inside the unit, damaging the clothes beyond repair. Upon closer inspection, I could see that the metal housing inside the unit was dented and damaged so the lint trap could not sit flush with the metal. This damage also caused the door to scrape the metal housing. I contacted the business several times over the next few weeks via email and phone. In the first response, they asked for pictures of the damage. After sending them photos, they said they would send out parts and a repairman to fix the problems, but that they needed clearer pictures to see what parts they needed to send. I explained to them several times that parts would not fix the problem - that the issue was with the dents inside the unit that a repair person would not be able to address. Many times I got a busy signal when I tried to call, and email responses were delayed each time by several days - in one case it took them a week to respond. In each response from the company, I was asked to send more pictures and describe the damage more fully because it wasn't clear from the photos what the problems were. I explained that the metal housing damage is difficult to see with the eye in person, let alone in photos, however the pictures of the damage near the lint trap are obvious. I repeatedly asked them to send a replacement because I paid for a new, working unit, and this one could not be repaired. They finally told me that they would not replace it because the unit was installed. I explained to them that I would not have known how severe the damage was until I installed it. They still refuse to replace it.

Desired Settlement: I want them to replace the unit or refund my money in full.

Business Response: Good Afternoon,

This is in reference to our mutual customer ***** *******.


The customer placed an order with AJ Madison on July ****, 2013.


The customer received delivery on August ***, via ** ********. The customer first contacted us on August ***, after the unit was installed, stating the unit is damaged and is not working properly. We also confirmed with the customer that he does not have the original box.


Attached, is a copy of what the customer signed at the time of delivery. The delivery receipt clearly says the following:


"There is a dent on the side. Customer to call to store since it was 8pm and store was closed."

The customer signed this paper which clearly states this information. There is nowhere that it says the delivery company will contact us about the damage on the dryer.

The customer decided to install the appliance without confirming with us first as to how he should proceed. If the customer would have contacted us before installing it we would have replaced the unit for the customer without a problem. The customer decided to take matters into his own hands and install the unit. By the customer deciding to install the unit on his own he is accepting that he’s keeping the unit as is.

Unfortunately, once the unit is installed and there is no original box we can’t accept a return on the unit. Out of customer satisfaction, we offered the customer to set up an authorized service technician to repair the unit. In addition, we offered the customer a free extended warranty. 

We explained this to the customer over the phone and then sent the customer a follow up E-mail:

 

Good Morning *****,

We are sorry to hear that you would like to return the unit which you purchased.

Please be advised that AJ Madison is an authorized dealer for the manufacturer.

When a customer makes a return, we return the product back to the manufacturer.

Unfortunately, the manufacturer does not accept back a unit once it has been used/installed. Therefore, it is made clear on our website that we cannot accept back a return on a used/installed product.

Please see the following disclaimer from our website in our Return Policy section:

'Any product that has been installed or has attempted to be installed cannot be returned'

AJ Madison wants all of our customers to be fully satisfied with the units they are purchasing from us. We provide pre-purchasing tips on our website which strongly urges you to measure your space before deciding on the model that you will buy. AJ Madison strives for customer satisfaction, however we cannot accept back an installed appliance. We do sincerely apologize for any inconvenience but unfortunately, we cannot honor your request to return the unit.

However, we can order new parts and have an authorized Whirlpool technician come out and service your ********* dryer to bring it to top working condition.

Please instruct us to which parts you would like us to order for you:

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


Additionally, out of customer satisfaction we would like to offer you an extended warranty on your unit *********. You will be covered for parts and labor for one additional year after the manufacturer's warranty expires.

Please provide us with the serial number from your unit so we can proceed with setting up service and send you the extended warranty.

We apologize for any inconvenience this may have caused you.

Have a nice day!

Thank you,
******
Customer Support
AJ Madison
*****************************
_____________________________________________________ 

AJ Madison strives to provide service at its best. We put in a lot of effort to make sure we provide and maintain a high level of customer satisfaction. Unfortunately, once a unit is installed/used we can’t accept it back.

Please let me know if you need any additional information.

 
Thank you,
******** ***** AJ Madison

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

The company continues to insist that I "took matters into my own hands" by installing the unit and disposed of the packaging.  I did not do this.  The company's delivery crew advised me to accept the unit because the damage appeared very minor and cosmetic on initial inspection, told me I would receive a discount for the item, and they disposed of the packaging.  I have repeatedly told them that I would not have accepted the item had I known that the damage was more significant, had I not been advised to accept the unit by the delivery team, and had their policy regarding returns of the item been made clear to me before the unit was installed.  The issue is still not resolved. 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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

Business Response: We are sorry to hear about the issues you have been having. 

We here at AJ Madison strive to provide the best customer service
possible. 

 
As stated on the web site you have ordered from we cannot accept
units without the original packaging. This was also listed on the BOL that you
have singed.

I do see you have accepted service for this unit to adjust
the unit the manufacture specifications.

If there is anything more we can do in regards to service please
let us know. We would be happy to assist.

Again we do apologize for any inconvenience.

12/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Do not buy from AJ Madison. They sent me a used and damaged appliance and refused to accept a return or refund the purchase price.

Desired Settlement: Do not buy from AJ Madison. They sent me a used and damaged appliance and refused to accept a return or refund the purchase price.

Business Response: This is in reference to our mutual customer, *** *********.

The customer received delivery on July ****, 2013.
The customer first contacted us about any damages to the unit on September ****, 2013

When a customer has an appliance in his/her possession for such a long period of time there is no way for us to know if the unit was damaged in transit or after he received delivery. This is why we email the customers when we ship the orders to inspect the appliances at the time of delivery and if they see any damage to refuse the item. In this case the customer contacted us over 30 days after they received it. Every unit that we sell and ship to all our customers comes directly from the manufacturer in brand new sealed condition. We do not sell any appliances that have been used.

However, out of customer satisfaction, we offered the customer a discount off the unit or a discount off a new unit.

12/30/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered all appliance for new him on 11/**/2013. Promised 7 - 10 business days for delivery. It is now December **** I have no appliances. I have called and e-mail aj madison and am told it's not their problem. The local shipping company received my appliances on December *** but refused to delivery them because it is not convenient. I implored aj madison to ask their shipping to honor their commitment but they have refused to do so. Being unable to move into my home has cost me time and money. I do not understand how you can give them such a high rating. I urge you to go to Yelp.com and you will see so many reviews. They may offer a good product for the New York area, however, they are an internet business with promised delivery yet repeatedly fail to honor that promise.

Desired Settlement: This company has cost me money and I deserve a reduction in my cost, however, I know this will never happen. I simply need my appliances delivered and I want the BBB to reconsider there rating of this company. The A+ rating for a company with so many negative complaints makes me question your system

Business Response:
Thank you for placing your order with ** *******.

Your order was shipped on 12/*. Once an order ships out, delivery takes about 7-10 BUSINESS days. As the order was delivery was set for 12/**/2013 we were still in that time frame. The trucking company has confirmed that you have received delivery.

If there are any other questions or issues please feel free to contact us so we can assist you.

12/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a ** microwave and trim kit, order number *******, in good faith based on 2 conversations with salesman ******** ****. I made every effort to confirm with *** ****, prior to purchase, that the microwave had a "Oven Rack". I purchased the products based on *** ****'s confirmation of "an Oven Rack" and my receipt states "Removable Oven Rack". When I received the microwave I found it does not have and is not designed for a "Removable Oven Rack". In a conversation with customer service I discovered that a "Removable Oven Rack" and a "Removable Turntable Rack" come in the ** over -the-range models which indicates AJ Madison is aware of the difference and the sales misrepresentation. I have attempted to return the products but customer service will not provide me with the required return authorization or shipping address unless I agree to their terms, in writing, which require a 30% restock fee and shipping at a cost $51 higher than what I paid to have the products shipped to me originally.

Desired Settlement: I am agreeable with returning the products in unused condition, packed as I received them, paying the same $99 shipping fee as I previously paid, for the same return service and same delivery company. However, I feel under the circumstances of the sale misrepresentation the restocking fee should be waved.

Business Response: This is in reference to our mutual customer ***** *****.

The customer's appliance was accepted as a return and AJ Madsion waived the restocking fees.

The appliance was picked up and once the unit is received in our warehouse the order will be refunded minus the agreed upon shipping fees.

Please see the email below.

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

I agree with the waived restocking fee and the $150. return fee. Please issue an RA and make arrangements to have the items picked up.
***** *****


Please be advised that all pending issues have been resolved between the customer and AJ Madison.

The customer is now completely satisfied.

Thank you

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because.AJ Madison has failed to fulfill the aggreed arrangements for return and refund of the products. They have not been picked up. I have contacted them regarding this and nothing has been done. 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.

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

Business Response: The customer was refunded on 12/**/13.

please see email that was sent to the customer:

E-mail - Your AJ Madison Order *******

Dear *****,

Thank you for shopping with AJ Madison. We value you as a customer and appreciate your patronage.

Your refund was issued today, in the amount of $588.00.

Please note that depending on your credit card company, it may take an additional 2-5 business days after your credit is applied for it to post to your account.

Please feel free to contact us if we can be of any further assistance.

Have a great day!

Thank you,
Customer Support
AJ Madison
*****************************

11/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Advertized price included rebates and the Manufacturer declined two of the three rebates.

Desired Settlement: Refund the $100.00 in rebates quoted and not received.

Business Response: This is reference to our mutual customer ***** *******.

The customer placed and order with our company and received there order with no problems.

At the time of sale the customer purchased appliances that qualified for a manufactures rebate.

As the rebate is not with AJ Madison, we have no access to why the manufacture rejected the rebate.

The customer has been advised to talk to the manufacture as they are the ones that can assist in this matter.

We here at AJ Madison put forth every effort to make sure we provide and maintain a very high level of customer satisfaction.

If we can assist in any other matter please let us know.

Thank you

11/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a microwave from AJ Madison by freight and found the box and the outside of the microwave to be in good condition. On 9/**/2013 I had my contractor come to install the microwave. Once installed he noticed that the interior light would not shut off. I contacted ******** at customer service to tell her about the situation. She asked me to forward photos of the interior. I provided 7 photos of the microwave. I called on 9/** to make sure she had received all of the photos of the broken microwave, she told me she had not. I resent everything to her. I called today on October **, 2013 to find out the status of the microwave in question. I was told that ********* had sent an email, which I hadn't received and asked them to resend it. I received the requested resent email today and was told that I could not get a refund or even exchange on the microwave because it had been installed. I could understand this logic if I would have been able to tell upon initial inspection if the microwave was damaged, but because only the interior was damaged, there was no way for me to know that it was damaged.

Desired Settlement: I would either like this microwave refunded to my credit card or for an even exchange.

Business Response: This is in reference to our mutual customer, ****** ****.

The customer placed an order with AJ Madison for 1 major appliances.

The customer contacted us on stating the microwave was installed and damaged.

Please be advised that AJ Madison is an authorized dealer for the manufacturer.
When a customer makes a return, we return the product back to the manufacturer.
Unfortunately, the manufacturer does not accept back a unit once it has been installed.
Therefore, it is made clear on our website that we cannot accept back a return on a used/installed product.

One of the reasons for this is if the unit is installed the damage could have taken place due to the installation.

The unit once installed is coved under the manufactures warranty and can be serviced.
The customer refused service.

We at this point made a one time exception for the customer and have replaced the microwave.

Please be advised that all pending issues have been resolved between the customer and AJ Madison.

The customer is now completely satisfied.

We here at AJ Madison put forth great effort to make sure we provide and maintain a very high level of customer satisfaction.

Thank you

11/22/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a kitchen hood and blower (order #*******). When reviewing my order, nothing was said about special delivery days. I travel every week for work, so delivery schedules are extremely sensitive to me. On the Friday (11/*) after I place my order, AJ Madison called me to say they could deliver on a Monday or Tuesday. This is completely contrary to what is on their website (****************************************). When I told them this wouldn't work for my schedule, they said that the only option would be to ship back to AJ Madison for a $200 shipping fee and a 15% restocking fee, which would have been close to $150. Obviously, this was not a situation that I wanted to deal with. I was able to work with my client and rescheduled my Monday flight for Monday evening this week. AJ Madison again called me on Friday 11/* to tell me they would deliver the order between 6am and 10am Monday 11/**. I waited around the house all morning. Finally, at 1:30pm, the shipping company (AM Madison, hmm oddly close names...) called me to tell me they had made a mistake and couldn't deliver the order. I told the shipper that I wasn't going to be around and that I would have to reschedule the contractors who were supposed to come and install the hood. Their response was to have the contractors wait around for the delivery. I'm not sure what contractors they've worked with who sit around for free just waiting on deliveries, but contractors where I'm from charge you for every hour they are on site, busy or not. I called AJ Madison to let them know that this just would not work for me and requested a return and a full refund. I have already made plenty of adjustments to an extremely busy schedule. While they did offer to wave the restocking fee, they still said I would get charged $200 for return shipping. If AJ Madison knows the issue was with the shipping company, then they should be charging the shipping company for screwing up their deliveries.

Desired Settlement: Due to the inaccuracy in AJ Madison's website and the incompetence of their delivery company, I would like a refund of my full invoice amount without charging shipping or restocking fees.

Business Response: This is in reference to our mutual customer 

As an appliance company we do rely on outside freight companies for there service to deliver our units to our consumers.

Regrettably there was a delivery issue and AJ Madison had unfortunately no control over the events that took place that prevented the customer receiving there order as promised.

We have waived all fees and shipping and will be refunding the customer once the unit is back in AJ Madison warehouse.

Please see email that was sent to the customer below:


E-mail - Your AJ Madison Order *******

Good Afternoon *******,

Thank you for contacting AJ Madison.

Please be advised, as a part of customer satisfaction, we have waived the 15% restocking fee and the $200.00 return shipping fee.

Your full refund will be issued within the next 7-10 business days. You will receive an email confirmation once the refund is posted back into your account.

Have a great day!

Thank you,
Customer Support/******
AJ Madison
*****************************


Please accept our most deepest apologies for the inconvenience this may have caused.

Thank you

11/1/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Order was made in July for a refrigerator. I was told by the sales representative ******** **** that installation would not be needed it would plug in the same way as my existing viking refrigerator, the order was processed accordingly. He said it would take 5 weeks for the order but would try to expedite it because I would be out of the country for the month of September. I immediately placed the order with ******** so it would be ready before my departure. The order had not been finalized, there were delays by AJ Madison in processing my order and the refrigerator would not be available before I left the country. I informed Aj Madison that delivery and installation would have to wait until my return in October. While away I received an email informing me the refrigerator was ready and I replied that delivery/installation could not be made at that time. The delivery company tried to force the woman house sitting my home to receive delivery by telling her I would be charged storage fees if they had to hold the refrigerator- she rightly refused and contacted Aj Madison. When delivery was finally arranged on Monday October *, 2013 with ***** for wednesday october *, 2013 she informed that it could be installed and delivered - installation would cost $175 and a check could be paid to the person installing and delivering. ***** also stated she would call back if there was a problem with delivery/installation on Wednesday because she could not reach the delivery company. ***** never called and delivery was not made on Wednesday. I contacted AJ Madison on Wednesday to confirm delivery/installation but learned it was never actually scheduled. At that point I called AJ madison and spoke with **** and scheduled delivery/installation for Thursday October **, 2013. Delivery men brought the refrigerator today but informed me it would not be installed - I refused delivery and immediately contacted AJ Madison. ****, an AJ Madison employee called me when the delivery company contacted AJ Madison that I was refusing delivery. The delivery men brought the refrigerator into my home without protective packaging, whenIi refused delivery the put the refrigerator back on the truck. After the delivery men left I discovered the protective packaging for the refrigerator was left by the garage of my home - which was a completely separate entrance than the one used to bring the refrigerator into my home. **** informed me that she was trying to get an installer to my home but no guarantee that she could have someone arrive in the next 48 hours. After informing **** of my previous conversation with ***** and asking for her supervisor she transferred my call to *****. I would not accept delivery of a $10,000 refrigerator with the hope that all pieces are there and operational and bear the risk of accepting delivery. ***** then told me that the installation costs would be indeterminate and that I would have to pay that additional amount. While on the phone with ***** my daughter called AJ Madison and inquired with a representative named ***** about purchasing a refrigerator with the exact same specifications. ***** informed my daughter that delivery and installation is available and would cost $175.00. I then informed ***** of this conversation. Both **** and ***** (more **** than *****) tried to intimidate me into accepting delivery, and told me that by not accepting delivery I am taking the risk the refrigerator may be damaged and pay additional shipping/holding costs. All of these conversations were recorded by AJ Madison, because **** informed me she reviewed previous conversations that I have had with AJ Madison representatives. I have photos of the packaging that was left at my outside my home as well.

Desired Settlement: Simultaneous delivery and installation, AJ Madison paying the cost of storage and re-delivery and any excess/additional cost. I am willing to pay the originally stated $175.00 installation fee.

Business Response:
This is in reference to our mutual customer, ****** ***i.
The customer placed an order with AJ Madison on September ****, 2013 for 1 major appliance.
Please be advised that all pending issues have been resolved between the customer and AJ Madison.
The customer agreed to take delivery without installation on October **** 2013.  The fridge is a special ordered item, and we cannot install it.  The customer agreed to have her contractor meet us at the time of delivery to make sure the process is smooth.
The customer confirmed delivery with AJ Madison and the delivery company.

This is the letter our service rep emailed her:

Dear ******,

As per the conversation earlier,

Please confirm delivery for October **, 2013.

Looking forward to hearing from you,

Thank you,
***** *
Customer Support
AJ Madison
*****************************Please contact me if you need any additional information. 

T*** ** *** ************ ** ******** **** *** ********* *** ** ******* ***** ******* **** ** *** ********* *** ******** ** ******* *** ***** ****** **** **** ** *** ************ *** ******** ******* ********* ***** ****** **** ***************************** ***** ********** ******* *** **** **** ** *** ****** ****** ******** *** ********** *** *********** ***** *** *** *********** ** *** ********* *** * ******** *** ******* *** ***** ******** ***** ** ** **** ******* ***** ****** ******* ***** ****** ****   **** ** *** ******** *** ********* ***** ****** ****** ****************************** ***** ********** ******* *** **** **** ** *** ******* ***** *** ***** **** ******** *** ********** *** *********** * **** *** ** **** ** ******* *** **** ***** ***** *** *** ******* ****** **** * **** **** ******* **** *** *** *** ****** *** *** *** **** **** **** ** **** ** ******* ****** ***** *** ****** ****** ** **** ******** * ******** ****** ************ **** *** **** ************ ****************** *** ** ******** ************ ** *********** * ********** **** *** *** ******** *** ********** *** *** ******** ** *** *******   ***** **********    ***** ****** ****** ************* *** ****    

10/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Irreparable damages occurred to my kitchen floor during delivery of the kitchen appliances. **** **** from AJ Madison referred me to **** from AM Trucking. The only way to contact them was through emails which never had any continuity or real contact. There was NO ONE to speak to. I spent countless hours emailing AM Trucking and speaking to **** **** the head of customer service and I told her that I wasn't getting anywhere with the trucking company. She told me that the delivery company had insurance for damages that occurred during delivery and that I should continue to be in contact with ****. I told her that he was not responding. This delivery took place in mid April of 2013. AJ Madison has not helped me to resolve the problem of the damages.

Desired Settlement: That AJ Madison pay the cost to replace my kitchen floor.

Business Response: This is in reference to our mutual customer **** *** *******.

The customer placed an order with AJ Madison on February ****, 2013, for 3 major appliances. The customer received delivery on April ****.

The customer first contacted us on April ****, stating that she had damage done to her home when the delivery company delivered her order. We told the customer she needs to email the delivery company, AM Home Delivery, directly since they are insured and they are not owned by us. We told **** from AM Home Delivery on April **** that this customer was trying to reach him.

On April ****, **** emailed the customer that he needs her to send her pictures, description of the damage and an estimate to repair the damage.

On May ****, **** receives an email from the customer with pictures Only.

On June ****, the customer sent **** a picture of an old receipt.

Here is the email **** sent to the customer on June ****:

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

To whom it may concern,

I've checked for a status update for you and I'm being
informed that you have still yet to send in the requested
estimate for the claim to enable it to be able to get finalized.

Please send that in at your most earliest convenience.

Sincerely,
****
_________________________________________________________________________

To this date the customer has not sent the required information that **** from AM Home Delivery requested. Once he receives the information he requested he can further assist the customer.

We put in a lot of effort to make sure we provide and maintain a high level of customer satisfaction.

Thank you for your cooperation and patience in this matter.

Please let me know if you need any additional information.

Thank you,
******** *****
AJ Madison ext. ****

9/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Bought a mini split air conditioner, sales person asked the dimensions of rooms gave her information for the right btu's to cool these rooms. she came up with two units of 18,000 btu's and 9,000 btu's. I told her I had wall units that were 24'000 btu's and 10,000 btu's. She insisted I only needed the 18,000 and the 9,000. the units were delivered February *** 2013. Had to wait for contractor to install unit which was May of 2013. After units were installed I noticed it wasn't cooling house, had the contractor out 2 times they changed the Freon in the unit, was then told the units were not big enough to cool down the house. I tried to deal with it had a barbeque on August **** 2013 had people in my house had the ac on did nothing to cool the house, had to turn on my wall units that I kept for this purpose. On Monday the **** I called AJ Madison to see what they could do, I was told that I had a 48 hour window from the day I bought it to file a complaint for a return, had no idea. How do you get a unit like this installed and tested in 48 hours. The contractor had to be sitting at my house the day of delivery to install, ( never happen.) AJ Madison would do nothing to help me but give me a discount on another unit, I'm retired on full disability, I did this to make my house easy to use and spent over $4,000 for something that doesn't work properly. The sales person made a mistake with her calculations of btu's and it shouldn't be my problem. AJ Madison sent me an email telling me they are not responsible after 48 hours????

Desired Settlement: I would like a new unit with the right BTU'S i'll pay the difference, I would still lose out $$$ I have to get a contractor to install. A 48 hour return is ridiculous.

Business Response: Good Afternoon,

This is in reference to our mutual customer ****** ******.

The customer placed an order with AJ Madison on February ****, 2013, with one of our AC specialist, ***** ****.

The customer first contacted us on August ****, stating the Air conditioner he received from us is not cooling his house. *****, who has been working in our Air Conditioner Sales Department for over 5 years. She always asks every customer the dimensions of the room(s) they will be installing the Air Conditioner so she can guide them to the right units for their space.

Based on the measurements the customer gave to ***** she explained to the customer what was needed. Back in February, the customer ordered and received a 9,000 BTU unit and a 12,000 BTU unit with an outdoor compressor of 18,000 BTU's. A 9,000 BTU unit will work properly if it's installed in a space up to 400 square feet and a 12,000 BTU unit will work properly if it's installed in a space between 400-600 square feet. These will only cool down the 2 rooms specifically not an entire house. If the customer wants it to cool down his whole house which is what he explained to the customer service representative on August ****, then the units will not function properly. If the unit is defective and unrepairable then LG will authorize a replacement. Unfortunately, we can't authorize a return on any items that have been installed/used. Warranties on mini split air conditioners only include parts and do not include labor. The licensed HVAC Technician who installed the customer's air conditioner should always provide the customer with a labor warranty (preferably for a full year to compliment the manufacturers' parts warranty).

Unfortunately, at this time we can't authorize a return on these items. We recommend the customer should only be using it in the 2 rooms that he ordered them for and the units will work properly. In addition, if the customer would like to purchase new units we will give him a special discount on his new purchase.

Please let me know if you need any additional information.

Thank you,
******** *****
AJ Madison




9/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I Placed order for a Samsung Refridgerator RF4287HARS for the price of $1219.00USD. The order was confirmed paid and confirmed shipped by AJ Madison. 5 hours after the confirmation order was emailed, AJ Madison cancelled the order. When I spoke to the manager she said that the order was cancelled because AJ Madison posted an incorrect price. First she said the actual price is $3199.00, then she said it was $1899.00. Once I explained the situation to her, I asked for AJ to honor the price it was sold to me for. I was calm, matter of fact and civil about the whole situation. The manager, on the other hand, raised her voice, cut me off, quoted her constitutional rights to change the price, and had some mysterious/confusing contract with Samsung that she couldn't explain to me. Classic bait and switch.

Desired Settlement: I would like AJ Madison to honor the posted/ checkout price of $1219.00 USD for the Samsung RF4287HARS Stainless steel Refridgerator I ordered.

Business Response: This is in reference to our mutual customer ***** *****.

The customer placed an order with AJ Madison on August ****, 2013, for a major appliance, a Samsung refrigerator.

Due to a glitch in our system there was a pricing error on our site. We, therefore, canceled the customer's order the same day the order was placed.

The following is a quote from our website which is located by the terms and conditions on our help center section on our site:

"Errors on Our Site
 
Pricing and availability of products and services are subject to change without notice. In the event a product is listed incorrectly due to typographical, description and/or errors in pricing, AJMadison.com reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions including after an order has been submitted and whether or not the order has been confirmed and your credit card charged. If you are not fully satisfied with your purchase you can return it in accordance with AJ Madison’s Return Policy."

We put in a lot of effort to make sure  we provide and maintain a very high level of customer satisfaction.

Unfortunately, we can't honor the customer's request by shipping out this order. Out of customer satisfaction, if the customer would like to place a new order for the same refrigerator we can offer the customer the following: The original price for this item is $3,199.00, and we can offer the unit at a great one-time discount with free shipping in the amount of $1,789.00. This offer is only valid until 9/**/2013.

Once again, we sincerely apologize for any inconvenience this may have caused.

Please let me know if you need any additional information.

Thank you,
******** *****
Customer Support

9/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received the shipment of two air conditioning units on a pallet August ****. At the time of delivery, I was told by the delivery crew that they could not wait for me to open the packaging and inspect inside, so I can only do some visual inspection from the outside. It was also stated on AJ Madison's own website that "our delivery options do not include unpacking... We do give you an additional 48 hours to unpack the unit, inspect it and report any damages." But at that time, the units were wrapped tight by plastic sheets, so I cannot inspect the packaging clearly. After the delivery crew left, I opened the packaging immediately. Unfortunately, the top of one air conditioning unit was crashed. So, I immediately called AJ Madison, ****** took my call and asked me to send in photos of damaged defective unit. I sent in the photos immediately. I kept calling AJ Madison everyday and was told to wait for their distributor's decision. On August ****, I received an email from ****** as following: "As part of customer satisfaction we can send you the top part off the ******** you will keep it as is. That would be a great deal for you! The damages are strictly cosmetic and will not affect the unit function." I was not sure if I understand this solution correctly, so I called AJ Madison again to confirm. They told me they will contact the distributor again for a better solution. But they never contacted me afterwards. My further inquiry through phone calls and emails were all ignored. I paid full price for a brand new, top of line, mini-split air conditioning system from AJ Madison. However, I received a defective unit, then AJ Madison came up with the resolution, in their own words "a great deal for me", which is to send me a replacement part for me and I need to fix it myself. This is ridiculous for the following reasons: First of all, fixing this would involve disassembling, replacing the damaged part and re-assembling. I believe the manufacturer strictly warns not to attempt this. This is a 230V unit. What if something went wrong and someone later got electric shock? Who is responsible? I will never risk my family's safety by having someone other than manufacturer to fix this. Even if we could have the manufacture to fix it onsite, I will not negotiate for a defective one, because again I paid full price for a brand new item, not a defective one.

Desired Settlement: First they need to arrange shipping to take away the defective unit. Then either ship a replacement to me or give me full refund.

Business Response: This is in reference to our mutual customer, *** ***.

Please be advised that all pending issues have been resolved between AJ Madison and the customer directly on 8/**/2013.

We offered the customer a 10% refund off the product and a replacement part. The customer accepted our offer. Here is the E-mail from the customer confirming he's accepting our offer:


Hi ******,

Thank
you for your prompt response.

Yes, I would like to receive the following
two options:
(1) A 10% refund
(2) LG will send the replacement part to a
servicer directly. Once they have received it, they will contact me for an
installation appointment.

_________________________________________________________________


The customer is now completely satisfied with their purchase from AJ Madison.

Please let me know if you need any additional information.

Thank you,
******** *****
AJ Madison

8/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought this new coin laundry machine, when we received it it looked fine but after the delivery man had left, we went on and hire someone to connect it and after he had connected it it started to leak we call the person we had hire to connect the machine and told him to check it and he found out there was a broken piece inside that cause the leak

Desired Settlement: To fix it or exchange it.

Business Response: This is in reference to our mutual customer ***** *****.

Please be advised that we are working directly with the customer to resolve the issue. 

We set up a service appointment for the Whirlpool washer with an authorized certified service technician. The service appointment was originally set up for this morning, 8/** between 8am-12pm but the customer was not able to be there today so she re-schedule the appointment for Monday, 8/** between 1pm-5pm. They will make sure that the unit is working the way it’s designed and working in perfect condition. The customer is guaranteed for the unit to work in perfect condition by the manufacturer. The manufacturer will only authorize a replacement if the unit is unrepairable. We explained this all to the customer and the following is the email we sent to the customer assuring her that we will make sure this is taken care of properly:




From: ******** *****

Sent: Tuesday, August **, 2013 4:38 PM

To: ***** ******

Subject: RE: Order #*******

 

Hi *****,

 

It was a pleasure speaking to you earlier.

 

This is to confirm our conversation we had.

 

I set up a service appointment with A&E Factory Service for
8/** between 8am-12pm.

 

They will come to your home to see what the problem is and fix
it. If they are not able to fix the unit and they deem it as unrepairable then
we will authorize a replacement. However, because you purchased a commercial
unit the warranty only covers parts but not labor. Out of customer
satisfaction, we will pay for the labor for this appointment. Unfortunately,
they don’t accept credit cards over the phone so whatever they charge you
please forward me a copy of the invoice and we will reimburse you in full for
the labor.

 

Please let me know if you have any questions.

 

Thank you for your patience in resolving this issue.

 

********





________________________________________________________________



Please let me know if you need any additional information.


Thank you,
******** *****
AJ Madison
###-###-####

8/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August *** I ordered 3 appliances from AJ Madison. I made two phone calls that day and spoke both times to ****** **** ext ****. This salesperson advised me on different products and later that day I called back in to place the order. Per ******, after I received my products, I would have 2 days to examine and call back in with any issues. I received my products on August ****. On August **** (within the 2 day window) I called back to AJ Madison and spoke with ****** **** at ext **** explaining that the over-the-range microwave wouldn't work. I indicated to him that based on his explanation of the product, I purchased that particular item. Come to find out, he was wrong when indicating the correct product knowledge. I explained to him that I would need the other item. He very rudely indicated that I would need customer service for that and abruptly transferred me. Matters quickly went downhill from this point on. I was able to speak with a customer service rep that explained to me all calls are recorded and that a manager would review our call (****** ****) and see what was said. Customer service indicated that I would have a call back before business end that day, August ****. To this point, I've called in 5-6 times and still have not have a call back. On Friday, August **** I called 3 times. The customer service indicated and promised that I would have a call back, never happened. Today is August **** and still no resolve. As I indicated before, please listen to any and all calls I've made into the business. You will clearly see that the Salesperson gave me misinformation which lead to this issue. All I've asked for is AJ Madison to send out the model that will actually work for me, pick up this incorrect item, and refund the difference in the two prices. Thank you.

Desired Settlement: As I indicated before, as resolve would be to send out the correct product needed, take back the incorrect product, and refund the difference of the two.

Business Response: This is in reference to our mutual customer, ****** *******.

Please be advised that all pending issues have been resolved with the customer directly on 8/**/2013.

We placed a new order for the customer for the correct product the customer needed and scheduled a pick up for the incorrect item the customer received. We told the customer once the incorrect item is picked up and returned we will issue the customer a full refund for the returned item.

The customer is now completely satisfied with their purchase from AJ Madison.

Please let me know if you need any additional information.

Thank you,
******** *****
AJ Madison



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 and the matter has been resolved.

Sincerely,

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



 

8/28/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: AJ Madison advertised a promotional deal on ****** ******. I purchased the deal as advertised, for $250.00 then bought a new refrigerator on AJ Madison's website. My order was processed and my credit card was charged. AJ Madison cancelled my order as well as over 1100 other orders without contacting me to tell me why. I called and was told that they were "backing out of the deal" even though I had already paid and had my refrigerator order processed and verified. AJ Madison's customer service representative was upset and obviously stressed out. I was told that the phone calls with complaints are coming in fast and furious and they can't handle all of the orders. It is false advertising. I want AJ Madison to be held accountable and they need to honor my purchase!

Desired Settlement: I want my refrigerator for the price that was promised/guaranteed: Order Summary Order #: ******* Shipping Method: Standard Delivery QTY Brand SKU Description Unit Price * ** ********* 10 cu. ft. Cabinet Depth Bottom Freezer Refrigerator with 2 Tempered Glass Shelves, 2 Vegetable Crispers, Quick Freezing Drawer and Digital Temperature Controls: White 625.50 Subtotal: 625.50 Shipping: 99.00 Cert Discount: -500.00 Sales Tax: 0.00 Order Total: 224.50 You may check your order status here, and for additional information about installation and deliveries please visit our help center. If you have any questions about your order please email us or call ###-###-####, please have your order number ready. Please note that all orders are subject to credit card verification. Get matched to pre-screened appliance installers. If your order is eligible for rebates please download the forms from our website as soon as possible. We are not responsible for rebates not submitted on time. Please make sure to submit the rebates by the expiration date on the rebate form. We recommend keeping a copy of the rebate submission for your records. General Purchasing Tips Measure the area where the product will be located and ensure there is enough clearance on all sides height, width and depth. Measure all doorways to insure the product you ordered will be able to fit inside your home. Prior to purchase please determine if the Dryer / Range requires gas and/or electricity. You can determine this by checking the outlet. Please make sure the voltage/ amps of the item you have ordered matches the outlet at the delivery location (110v/220v) For more purchasing tips please refer to the website link below. ************************************************************* You are able to make any changes to your order prior to shipment. In event of a return or refusal, shipping and handling charges to and from our warehouse are not refundable. Free shipping, rebates and all promotions are voided upon return/refusal of merchandise. All returns must be shipped back to our warehouse prepaid, using the original method of shipment. If your item was shipped by a freight carrier, you must return it with a freight carrier to ensure its safe return) For a list of approved carriers, please contact customer service. All returns/refusals are subject to a restocking fee. We do not accept any returns on air conditioners, special order merchandise and accessories. Thanks for shopping at AJ Madison This message was mailed to *********************** because you recently placed an order with AJ Madison. For account specific inquiries, kindly call ###-###-#### ** ***** ****************** ************* * ******* ****** * **** ****** * ** ***** ** ******* **** **** **** ******* ** *****

Business Response: The following was taken directly from correspondence from *** ********:

"
*Remote delivery areas may take longer than the delivery time frames listed above. AJ Madison deserves the right to determine what is considered a remote area."

We are now approaching a month.

If you can have the items delivered no later than Wednesday the **** by end of business, I will accept the discount and delivery. Please advise in writing."


We attempted to get the delivery agent to deliver the package on 4/**/13; however, *** ******** lives in a remote area that the Freight company **** ****** does not frequent. We were provided a delivery date of 4/**/13- two days later. We offered compensation for said delay and it was refused.

At this time the freight fees are applicable. The fees for refusing delivery are listed on our website in multiple locations:

“In event of a return or refusal, shipping and handling charges to and from our warehouse are not refundable. Free shipping, rebates and all promotions are voided upon return/refusal of merchandise”

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

First, I am a female.  Please do not refer to me as "Mr.", thank you.  I have called and left messages....no one has returned my call.  After I type this, I will call again.  

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: We have spoken with *** ********* and resolved the issue.

She is welcome to contact me directly should she choose to place the order with us.


*** *********:
I sincerely apologize for calling you a Mr. - it was not my intention to insult you in any way.


Best Wishes,

**** *

8/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered our washing machine in December and it wasn't delivered until January. Then, we had issues with the machine right away. We are currently on our *** or *** visit from the repair men-all because the product doesn't work properly. I have contacted AJ Madison numerous times, but have never had any luck talking to someone that could help. They say they will call back and never do. We have only had the product for a little over 6 months and have had issues with it the whole time.

Desired Settlement: I would like them to ship me a new washing machine and take back the old one, or to give us our money back for the machine so that we can order one from somewhere else.

Business Response: After advocating for *** ******** through Maytag,  we received authorization to replace *** ********'s washer for her.

The new unit shipped on 8/*/13 with Home Direct, tracking : ******

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

The issue has been resolved.


8/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a GE Advatium Wall oven from the AjMadison.com website around *** of July using their special sale. After 4 weeks of waiting we finally contacted AjMadison to inquire about the oven. We were told that GE is having a model change and that AJMadsion cannot deliver our product. Talking to GE customer service, I found out, that the new model will be available in October and that the MSRP will stay the same as the previous model. We talked to AjMadison customer support that we would be willing to wait till October to get the new model. However, AjMadsion refuses to honor the price of the oven. Here our complaint: AjMadsion advertised and offered us a product that they did not deliver! They refuse to honor the sales contract even after they will be able to fulfill the order in October. The damage caused to us by AjMadison: we lost over 4 weeks of time and several hundred dollars in damage since we cannot use *** of July prices any more and cannot get the oven for that price right now. We could have ordered it on a different website on July *** if AjMadison would have told us that they did not have the unit.

Desired Settlement: We would like our order to be honored either by delivering the current model now or the newer model in October for the price we already agreed to pay when we placed the order. Alternatively, we would accept a refund of the full MSRP price of the oven of $2499, so we do not suffer any financial damages ordering it from a different store.

Business Response: This is in reference to our mutual customer ***** *****.

The customer placed an order with AJ Madison on July *** for a GE 30" Speed Wall Oven and an Extended warranty. The customer's order shipped on July ****. The delivery company contacted us on July ****, stating the Wall Oven is badly damaged. We made a replacement order for the customer. However, we had no more left in stock so we ordered more from the manufacturer GE. Unfortunately, we were notified by our representative at GE the unit is discontinued. We offered the customer a comparable model but in the end she decided she didn't want the replacement we offered. She wanted a brand new model that was coming out with GE in October for the same price as her original order. However, we didn't have pricing yet from GE on the brand new model she wanted so we told her we will refund her now for the original order and when it gets close to October to call us and we will do the best we can to give it to her for the same price. I looked into the situation personally so we can resolve this issue with the customer today. AJ Madison decided to offer the customer what she requested and we offered her the brand new model for the same price.

Here is the email we sent to the customer earlier today but haven't heard back from the customer yet:



 

Dear *****,

 

I sincerely apologize for all the inconvenience you have incurred with your order.

 

AJ Madison strives to provide 100% customer satisfaction and will do everything possible to rectify any situation.

 
I see that on July ***, 2013, you placed your order for a GE 30” Speed Wall Oven. Unfortunately, the unit we shipped to you was damaged and when we replaced the unit for you we received notification from GE that the unit is discontinued.


You wanted to replace it with a brand new model, Model #PSB9240DFWW, for the same price. Because this was a brand new model that was coming out with GE, the manager who you were dealing with, ****, wasn’t sure if we were able to give it to you for the same price that you purchased the original unit for.

 
Out of customer satisfaction, AJ Madison is willing to give you the new unit you would like for the same price you paid on July *** in the amount of $1,959.00.

 
Please let me know if you would like to go along with this great offer so I can place the new order for you.

 
Once again, my most sincere apology for the delay and any inconvenience this may have caused.

 
Looking forward to your reply.

 

********

General Manager

AJ Madison

___________________________________________________________


The customer was refunded in full for the original order on 8/**/2013. If the customer would like to go along with our great offer I will be more than happy to place a new order for the same price for the customer.


Please let me know if you need any additional information.


Thank you,
******** *****
AJ Madison
###-###-####

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 and the matter has been resolved.

Sincerely,

***** *****



 

8/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted AJ Madison to replace a Bosch Microwave HMV5051U that I ordered online. The oven was missing part on the back of the oven—a nut for mounting the unit to the wall. Instead of responding to my request to replace the unit AJ Madison instead redirected me to a Bosch representative. The Bosch representative sent me a PDF and asked that I identify the missing part from a schematic drawing. I sent an email to Bosch with the part number. Nothing happened. I contacted AJ Madison again demanding that they replace the unit. They said Bosch was sending the part and it would arrive today, Monday. Still no part. They also said they would send a service rep out tomorrow to install the non-existent part. I never received a time or a confirmation for the service reps arrival. I plan to call AJ Madison tomorrow once again, but am not holding my breath. I am frustrated and tired by what should have been a simple process.

Desired Settlement: Pick-up the faulty Bosch Microwave and replace with a new unit.

Business Response: This is in reference to our mutual customer **** ******.

Please be advised that all pending issues have been resolved directly with the cusstomer.

The customer received the part they were missing and installed the appliance they purchased from us. Out of customer satisfaction and for all the inconvenience we offered the customer a $50.00 customer sastisfaction credit. The customer responded today to our E-mail accepting our offer. The customer was issued the refund today, 8/**/2013. Here is the email between the customer and AJ Madison and the customer confirming he's satisfied:



From: ******** *****

Sent: Tuesday, August**, 2013 11:14 AM

To: **************************

Subject: Order #*******
 

Dear ****,

 

It was a pleasure speaking to your earlier.

 

I sincerely apologize for all the inconvenience you experienced with your order.

 

I am glad to hear the issue with the Bosch Over-the-range microwave was resolved.
You received the correct part you needed to be able to install the unit and it
is now working properly.

 

Out of customer satisfaction and for all the inconvenience we would like to offer
you a $50.00 refund back to your account for the delay in resolving this
matter.

 

Please respond to this email confirming you are accepting the discount.

 

Please accept my most sincere apologies.

 

Looking forward to hearing from you.

 

********

Relationships
Manager

_________________________________________________


On Thu, Aug **, 2013 at 1:04 PM, ******** ***** <**********************>
wrote:

Hi ****,

 

I was just following up with you on my email I sent you
on August ****.

 

Please respond, so I can issue the refund.

 

Thank you,

********
____________________________________________________



From: **** ****** [mailto:************************]

Sent: Thursday, August **, 2013 1:48 PM

To: ******** *****

Subject: Re: Order #*******

 

********,



Please refund the $50.00.

Thanks,

****

___________________________________________

Please let me know if you need any additional information.

Thank you,
******** *****
AJ Madison
************

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 and the matter has been resolved.

Sincerely,

**** ******



 

8/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a Weber Summit S670 grill from AJMadison.com on 5/**/13 for a price of $2499.00. The order was posted to our credit card on 6/*/13. I received a confirmation email from their appointed delivery company (Tru Air) on June **** that the grill would be delivered between 12pm-4pm on June ****. We never received the grill. After several attempts contacting the shipper they declared that their driver was "hopelessly lost" and we would not receive delivery of the item that day. For the next 2 days we had to constantly dog the delivery company to nail down a new delivery date. They never responded. Early on Friday the **** I contacted AJ Madison customer service who guaranteed me that they would resolve the situation and contact me before close of business on Fri. AJ Madison never responded either. Friday evening I sent AJ Madison an email requesting they cancel the order of the grill I never received and to refund all monies associated with the purchase. I received no response from AJ Madison via phone or email by Monday July ***, so I contacted them again by phone. I was on the phone with them from over 30 mins (mostly on hold) and the customer service rep said that if we wanted to cancel the grill we never received we would have to pay shipping and restocking charges. I asked to speak to a manager. They took my information but I have not heard from them since. So at this point we have no grill (which we do not want anymore) and have been charged $2499.00.

Desired Settlement: We would like an immediate refund of all monies associated with the purchase of the grill without incurring any shipping or restocking fees.

Business Response: We sincerely apologize for what happened with the delivery company. Home Direct stated that during the first attempt to deliver his order they were unable to locate his home or reach him via telephone. They were not able to schedule the re-delivery until after the *** of July, at that time it was too late for he had already purchased one locally. 
We are having the unit returned and *** ****** will be refunded in full for the Weber Grill

Business Response: *** ******,  please reconfirm with your credit card company... we definitely refunded you in full for the grill.


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 and the matter has been resolved.

Sincerely,

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



 

8/12/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a set of washer and dryer for my tenants in St. Louis. I went with AJ Maidson because the sales rep **** ****** informed me that the Washer and Dryer will be shipped free of charge. But he did not disclose verbally nor in the original quotation that regular shipping only deliver to street level, i.e. no stairs. This was written in only in the final invoice and I found out only when my tenants complained to me. The refused to carry the items upstair. After much negotiation, I have no choice but to pay an extra $99 for shipping. I have no choice because money has already taken out of my bank account. It will cost me more if I returned the items. When I complained to **** ******, he accused me for not letting him know the item was to be delivered to an 4th floor apartment, in spite of the address clearly has a suite number to it.

Desired Settlement: In order to get the business, *** ****** misrepresented the service that AJ Madison would provide. AJ Madison should honor the original sales contract (according both verbal and original quotation). The $99 extra charge should be refunded.

Business Response:

We sincerely apologize that *** ***** was not notified about any fees associated with the delivery of his washer and dryer. *** ****** usually asks if there are steps and or flights of stairs that the merchandise needs to go up. Due to his neglect to ask that question, we are able to offer an extension of the warranty on the each unit for one additional year. 

Again we apologize for the inconvenience this has caused *** *****.

We have left him messages regarding the warranty offer and to relay our sincerest apologizes and are awaiting a call back.

If he would like the warranty’s we are offering, free of charge, all he needs to do is call in to our customer service department and we would be happy to put in the order.


AJ Madison

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT resolved because:


I just got the an email from my tenants:

Hi ****** sorry I didn't respond to your last email. I was post-call during the instillation and needed to sleep, so I could not supervise the whole time. I was disappointed because the units were not fully installed. The are meant to be positioned on a concert slab 2 ft off the floor in the closet. They position the washer and dryer on the carpet outside of the closet and had only attached the water lines. Also they did not attach the dryer vent, electrical plugs and the water lines were leaking after their install.
I have previous experience working in the house remodeling field and have installed at least 10 washer/dryers before. So when I had the time and found the tools I finished the install myself. I was disappointed in the company, but the washer and dryer now work perfectly.

Thanks, 
****


****** ******** ****
Internal Medicine Resident
Barnes-Jewish Hospital 
Washington University School of Medicine

 

 

The W/D have not been properly installed!!!!!  I have copied this complaint to Diagon Logistic who did the work locally for AJ Madison.  Part of the installation fee should be refunded.

 

****** *****




 

8/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: AJ Madison appliances contracted A&M Home delivery to deliver products I purchased from AJ Madison. Damage was incurred in my house because of said delivery. AJ Madison Customer Service passed me on to A&M Home, saying that A&M Home is responsible and that they have insurance for that. Now I had paid AJ Madison, and didn't even know the name of the delivery company, until later. But, I contacted A&M Home, as directed. But now several months later, A&M Home is still not responding to my claim. When I asked for help from AJ Madison each consecutive month, I am simply being ignored.

Desired Settlement: I want to be reimbursed for damages; AJ Madison should assist with my complaint of damage to my house directly.

Business Response: We sincerely apologize for all of the trouble that you have gone through regarding the delivery of your order.

AJ Madison is not ignoring you. We contracted the delivery agent AM Trucking to deliver your order, we are not AM Trucking. We have been in contact with them regarding the damages to your property and have attempted to assist you in getting the issue resolved. Any damages that occurred on your property are the responsibility of AM Trucking. They are insured for situations such as these.
The following is proof we are attempting to mediate the situation with ****, the claims representative at AM Trucking, who has confirmed he already initiated a claim with the insurance company after receiving the photographs you sent him.

-**** *******, Customer Service Manager

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID#*******, and have determined that my complaint has NOT been resolved because:

 

I have not received said check.  And they are not responding to my emails either.  Perhaps a phone call from A&M Home Delivery is in order?

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Good Afternoon *****,
 
We spoke to the customer and the customer confirmed that everything was resolved. The customer is now completely satisfied.
 
Attached, please find a copy of the check. The customer received it and cashed it on 7/**/2013.
 
We would like to let you know that our goal is to satisfy every customer, and we make sure that he/she gets full satisfaction.
 
Please let me know if have any further questions or need any additional information.
 
Thank you,
********

7/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We received a broken dishwasher from AJ Madison and they are claiming that it is not their responsibility. We disagree. The shipping comfirmation email sent by AJ Madison, "Please inspect your shipment before you accept and sign for the delivery. Do not assume your product is not damaged if the box and/or packaging are intact. It is important that you open the package and check for concealed damage. Signing for the delivery means you are completely satisfied with the product. If the product is damaged, refuse shipment and call our customer service ###-###-#### immediately and somebody will assist you." We never signed for this delivery. We were not notified in advance of the delivery window, and we were on travelling when is it was delivered. Upon our return, we discovered the dishwasher in the street in front of our house; the delivery agent didn't even make the effort to bring it to our front door. Our neighbors stated that it had already been there for roughly a week. As we never signed for the delivery and the package appeared to be in good condition, we didn't open it up to inspect the dishwasher until we went to install it yesterday. At that point we realized that the bottom plastic piece of the dishwasher was shattered, which makes the dishwasher unusable. When I called AJ Madison that told me that they were not responsible as more than 48 hours had passed since delivery. While they may have this policy, it does not apply under these circumstances for two reasons: 1. We never signed for this item. 2. We didn't even realize the item had been delivered until we arrived home several days after the 48 hour period had expired. At this point, we have an $894.60 dishwasher that has never been installed nor used and yet is totally unusable. We are requesting that AJ Madison either send someone to repair the unit or that they send us a replacement dishwasher and pick this one up. As there might be other internal damage that is not clearly visible we would prefer the latter. Thanks, **** *****

Desired Settlement: We would like them to repair or replace the defective dishwasher.

Business Response: An attempt to contact *** ***** has been made. We would like photographs of the damage so that we may asses and attempt to replace or repair the unit.
 
Attached is the proof of delivery. Signed for with no indication of damage.
 
The  unit was delivered 03/**/2013 and he contacted us on 5/**/13… the time in which it took to report the damage was way beyond our return period let alone the allotted time to initiate a damage claim with the freight carrier. 
 
 

Business Response: Your order was placed online…you had enough resources on our website to be able to read the return policy and or call in to our customer service department to inquire about our policies. 
The unit was delivered 03/**/2013 and you contacted us on 5/**/13… the time in which it took to report the damage was way beyond our return period (30days), let alone the allotted time to initiate a damage claim with the freight carrier. 
At this time we are not able to provide a refund.  Emails and phone calls by YRC and AJ Madison were sent to notify you of the order’s shipment. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:


AJ Madison's delivery agent left a broken dishwasher in the street (not even on our property) while we were travelling.  In contrast to AJ Madison's statements, we did not sign for nor accept this delivery.  Instead, the signature line is blank, and the printed name is "Contractor A-Hole". 
 
As we have since purchased a replacement dishwasher, the only acceptable resolution at this point is for AJ Madison to schedule a pick up this damaged item and credit us in full.  We do not have room to continue storing a damaged dishwasher, so we would like this to take place soon.
Sincerely,

**** *****




 

7/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a NXR gas range with an internal leak in the range. I have attempted to contact AJ Madison several time via email to return the faulty product but they have not responded.

Desired Settlement: I want a NXR gas range that does not leak gas.

Business Response: According to the service technician who came out to inspect the unit, the problem was with the instillation job. AJ Madison did not install this for *** ******.

this is an excerpt from the email sent from the manufacturer regarding the service:

"servicer called back and said that the unit is now repaired, the problem was that the range was not installed right to the gas supply line coming from the home."


If this is incorrect please contact us at your earliest convenience.

7/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Saturday 5/**, I bought a LivingSocial deal for $250 worth $500 to spend on Kitchen and Grill in AJ Madison Store. Following is the fine print from the deal Fine Print: Entire value must be used in a single transaction • Limit 1 per customer • Limit 1 per transaction • Shipping not included • Orders cannot be shipped to P.O., A.P.O. and F.P.O. boxes, Canada, Puerto Rico, Alaska, Hawaii, and the U.S. Virgin Islands I then placed an order For Weber Grill with AJ Madison based on LivingSocial voucher. Order number for the same is *******. I called AJ Madison customer service on 5/** and checked about a price match on the order. I was told they would not do the price match, since I had used LivingSocial deal. Also, the unit is in stock and would be shipped out in current week. Based on this information, I disposed off my current grill to prepare for getting the new one. Yesterday, I received an email from LivingSocial that AJ Madison will no longer honor the voucher and they will return the buying price of the voucher and would provide $5 deal bucks. I then contacted AJ Madison today to check on the order, which I was told has been cancelled due to issues with LivingSocial and all they can give me is 5% discount. This is unacceptable practice, and the original deal should be honored by AJ Madison. There was no wrong doing on my part. If I had done the same thing, not paying up after receiving the merchandise, or for that matter receiving and then returning the merchandise, it would have been reported to credit agencies. It is very sad to see same rules don't apply to these companies.

Desired Settlement: They should honor the deal and send me the merchandise based on voucher or provide me similar discount directly ( $250 off )

Business Response:

AJ Madison strives for perfect customer service. A majority of our business is from repeat customers, so we try to accommodate each individual to the best of our ability.

When placing your order, you took advantage of a Living Social Promotion. Unfortunately Living Social published the promotion on their website without the entire list of restrictions, exclusions, terms and conditions that were included. As such, customers were able to apply the voucher to brands that were price protect, or restricted in other ways.

We sincerely apologize for the inconvenience and truly appreciate your business, so for a limited time our Sales Team has been given authorization to offer you a special discount if you wish to reorder. We thank you for your understanding and once again apologize for this unfortunate situation.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

 The promotion details were between AJ Madison and Livingsocial. If Livingsocial failed to mention the exclusion, it should have validated before publishing the deal, even if it was incorrect, AJ Madison should not have allowed voucher applied to exclusion items.

Neither there was any exclusion listed, also the voucher given was allowed to go against purchase by AJ Madison and not Living Social. Also, I validated the order with AJ Madison on following Monday, I was told the order is good and would be shipped within the week.

In any case, I'm at a loss of $250 due to cancellation of order as to get the product from any other store I have to spend $250 more.

Response from Living Social is enclosed.

I would expect either AJ Madison to honor the voucher and provide the product at the deal price.

 

Thanks

 

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

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *****




 

Business Response:

We have come to an agreed upon resolution with *** *****.




7/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a professional house flipper and I was attracted to AJ Madison's prices as they are very low. So I gave them a shot and ordered a full set of higher end GE Profile kitchen appliances. I was impressed with how quickly they got from NY to CA. We did our typical delivery inspection of the packaging, and there was zero damage to the boxes. A quick peek inside each box revealed the packing all in place and everything looked good. Since we weren't quite ready to install the appliances, we placed them in our staging area in the garage just as we do with all of our houses. Well low and behold when it was time to install the appliances, the INSIDE of the dishwasher door was smashed badly like someone tried to close the door with a wrench or something in the way. The door was so damaged that it would no longer shut! I called AJ Madison expecting they would take care of it and in so many words they told me to pound sand. They offered a small discount on the dishwasher. However the dishwasher is no good and completely unusable. So now I have a completely useless dishwasher and I'm out $608. I'm kicking myself over and over for not checking out the **** reviews before I ordered. They have countless 1 star ratings on ****.

Desired Settlement: I just want an undamaged dishwasher, or this one repaired at no cost to me. To expect me to have to spend ANY money to replace/repair this brand new unit is completely unreasonable.

Business Response: We have spoken to *** ******** and agreed to send him the necessary parts to repair the Dishwasher.
Once he receives the parts we will contact the manufacturer and send out a service technician to repair the unit.

6/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a Living Social deal to be redeemed at AJ Madison for an appliance ($250 for $500). Redeemed the voucher for a gas range, order was confirmed and set up for delivery with confirmation email from AJ Madison, which included receipt of bill and order number. Less than 24 hours before delivery, Living Social sent an email saying that AJ Madison would no longer honor the deal. Never heard from AJ Madison until I contacted them and they informed me my order was cancelled. Therefore, they failed to fulfill the order I already paid for and had a set delivery date for the next day. My order was confirmed and paid for, three days before AJ Madison decided to cancel the deal. I was told my order was cancelled only because it had not shipped, but the deal was honored for numerous other orders that were already shipped.

Desired Settlement: Fulfill original agreement with AJ Madison, with an additional $250 provided by me, per the Living Social deal that was cancelled and deliver gas range with order #*******.

Business Response: AJ Madison strives for perfect customer service. A majority of our business is from repeat customers, so we try to accommodate each individual to the best of our ability.

When placing your order, you took advantage of a Living Social Promotion. Unfortunately Living Social published the promotion on their website without the entire list of restrictions, exclusions, terms and conditions that were included. As such, customers were able to apply the voucher to brands that were price protect, or restricted in other ways.

We sincerely apologize for the inconvenience and truly appreciate your business, so for a limited time our Sales Team has been given authorization to offer you a special discount if you wish to reorder. We thank you for your understanding and once again apologize for this unfortunate situation.

6/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May *,2013 AJ madison had a refrigerator and electric range delivered to my home.After the refrigerator was set-up I wired the range and plugged it into the electric, I then tried to open the storage drawer, it would not open. I called Aj Madison and they set up a manufacture repair service call, when examined. the repairman said the front side of the frame is damaged to a degree where it can not be fixed or replaced. He said it looks like it fell off a truck. Prior to the repair visit, when my wife tried the oven for the fist time on May ****, we heard a loud pop and the electric went off , the breaker tripped. I reset the breaker and it tripped again, we did not try the range again. I notified AJ Madison, they set up another service call. They have not responded to my many calls for a replacement.

Desired Settlement: Since they would not respond I called Whirlpool customer service, they said there was nothing they could do, but I could cancel the sale if was within thirty days. On May **** I called and told them I was canceling the sale, I also sent a certified letter to that effect the next day. As of this date I have not heard from them.

Business Response: Good news! The refund for has been authorized, and will be coming from us.

Please mail the actual serial tag from your ********** to the address below so that we may issue the refund.

We must have the actual serial tag ( AND POWER CORD ) from the unit itself. It is a white or silver sticker with all the manufacturers information (model #, serial #, production date ect.) The numbers from the tag or a copy of the sticker will not suffice. If you are having difficulty removing the sticker you can try putting a piece of clear packing tape over it and removing the tape along with the sticker. Or you can run a hair dryer over the sticker. The heat will soften the glue making it easier to peel off.

Please reference your order number ******* on the envelope and on a blank piece of paper that you attach the serial tag to.

** ******* **** **** * **** **** ****** ********* ** *****
We recommended you send it via certified mail since the tag is required for your refund. If the tag is lost in transit we will not be able to process the refund for you.

Thank you for your cooperation!

( The serial tag must be sent within the next 7 business days so we can process a refund)

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 not satisfactory to me and the matter has not been  resolved.

            The range in question was collected by HH Gregg company when a new range was delivered.  There is no tag,and the range that AjMadison  delivered did not come with a electric cord.

sincerely,          ****** ******



 

6/21/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 5/**/2013, **************** had a offer with AJ Madison where if you paid $250, you would get a voucher for $500 that would be good to use on AJ Madison's site. I then placed an order for a Weber Spirit E320 grill and other accessories using the voucher and the order was placed and I received a confirmation of the order. However, on 5/**/2013, I received an email from livingsocial that this deal could not be fulfilled due to a "disagreement" between livingsocial and AJ madison. From my research, it seems that some orders for Weber grill were filled by AJ Madison but mine was cancelled.

Desired Settlement: I would like AJ Madison to fulfill this order and send the items ordered.

Business Response: AJ Madison strives for perfect customer service. A majority of our business is from repeat customers, so we try to accommodate each individual to the best of our ability.

When placing your order, you took advantage of a Living Social Promotion. Unfortunately Living Social published the promotion on their website without the entire list of restrictions, exclusions, terms and conditions that were included. As such, customers were able to apply the voucher to brands that were price protect, or restricted in other ways.

We sincerely apologize for the inconvenience and truly appreciate your business, so for a limited time our Sales Team has been given authorization to offer you a special discount if you wish to reorder. We thank you for your understanding and once again apologize for this unfortunate situation.

6/21/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 5/**/2013 I purchased a voucher good for $500 in murchandise from AJ Madison, from LivingSocial. That same day I ordered murchandise (order #*******), the order was confirmed, and I received communications from AJ Madison that my item would be shipped in 1-2 weeks. I have received no further communications from AJ Madison, but today (5/**) I received a communications from LivingSocial that AJ Madison is "no longer able to honor vouchers". Since my order was accepted by AJ Madison on 5/** my complaint is that my order precluded the 5/** notice, AJ Madison did not inform of the reason my order was cancelled. Since I complied with all of the terms of the offer, as described, I feel that the order should not have been cancelled.

Desired Settlement: I would like to receive the item that I ordered, as accepted and confirmed by AJ Madison on 5/**/13.

Business Response: AJ Madison strives for perfect customer service. A majority of our business is from repeat customers, so we try to accommodate each individual to the best of our ability.

When placing your order, you took advantage of a Living Social Promotion. Unfortunately Living Social published the promotion on their website without the entire list of restrictions, exclusions, terms and conditions that were included. As such, customers were able to apply the voucher to brands that were price protect, or restricted in other ways.

We sincerely apologize for the inconvenience and truly appreciate your business, so for a limited time our Sales Team has been given authorization to offer you a special discount if you wish to reorder. We thank you for your understanding and once again apologize for this unfortunate situation.

6/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I in good faith bought the living social deal. I purchased the item and was informed off the shipping date. Now you are not honoring the deal. Cancelling my order is unacceptable. We had a contract in which you offered and I accepted. You can not cancel amd I find what you have done unacceptable.

Desired Settlement: Please honor the price

Business Response: AJ Madison strives for perfect customer service. A majority of our business is from repeat customers, so we try to accommodate each individual to the best of our ability.

When placing your order, you took advantage of a Living Social Promotion. Unfortunately Living Social published the promotion on their website without the entire list of restrictions, exclusions, terms and conditions that were included. As such, customers were able to apply the voucher to brands that were price protect, or restricted in other ways.

We sincerely apologize for the inconvenience and truly appreciate your business, so for a limited time our Sales Team has been given authorization to offer you a special discount if you wish to reorder. We thank you for your understanding and once again apologize for this unfortunate situation.

6/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1. I had to call to find out the unit that I order is in backorder (even hat it's show available on AJ Madison website this caused a week delay ) 2. The unit that came is defective and have visible damage in the back and the front, and the unit is not turning the fan on, basically the unit is DOA. 3. When I called to AJ Madison customer support to arrange replacement for the unit they requested pictures of the damage area, I had to pay $100 to install it and I don't have anyone that can take the unit out from the box and take pictures and if I will call the person that came before they will charge me again.

Desired Settlement: Full Refund ( I have filed Dispute with my credit card company also)

Business Response: The customer did not ask AJ Madison for a refund.

We have already sent out a replacement and arraigned for the defective unit to be picked up.

The new order number is: ******* , it was shipped on 6/*/13 and delivered on 6/*/13. The customer was not charged for the replacement.

6/7/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Retailer sold me a product (refrigerator), made me confirm the sale was non-cancelable via email (I can provide proof if need be), and then tried to bait a switch me my suggesting the product was no longer available and I should buy something else. When I refused, they cancelled the order and broke the written agreement that I had confirmed with them. They then cancelled my order, in direct violation of the agreement I had made.

Desired Settlement: AJ Madison agreed to a non-cancelable order and broke that contract after bait and switch tactics failed. I want the refrigerator I purchased or the same manufacturer's equivalent. Bait and switch is a crime in the state of New York and I will file charges with the NYPD if this outcome is not achieved.

Business Response:  We provided the customer with a new model… order ******* was shipped on 5/**/13. 

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 and the matter has been resolved.

Sincerely,

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



 

6/6/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Company uses AM home delivery and refers all order issues to them via website order tracking. Please do an internet search on AJ Madison and AM home delivery. Numerous complaints against both companies. We will file a complaint with TXDOT and Texas railroad commission. Phone call not returned, emails ignored.

Desired Settlement: BBB needs to flag this business, again just read complaints/comments on the internet. Had I seen those comments I never would have done business with this company. Also, try to talk to a real person at AM home delivery or get them to call you back.

Business Response: We are unable to locate a phone call made to us from *** *****, we have confirmed the unit was delivered. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

The unit was delivered however the response of "we can't locate a record of *** *****'s phone call" is incorrect. No one answers phones or returned any calls. The automated phone system doesn't allow you  to talk to a person. Again, just search on the internet for AJ Madison and AM home delivery and you will see how many people have had problems. Had someone returned my calls or answered the phone, this could have been avoided. Feel free to close this complaint but encourage them to return calls. Thanks for your help!

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *****




 

6/3/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Hello I was supposed to have a dishwasher delivered to my home today. I was told i would have to pay an additional $225 to have the dishwasher installed with parts. However, the gentleman that delivered the dishwasher informed me that the newer dishwashers do not come with all parts only a hose. He said the cord was too short and that i would have to use the cord/parts from my old dishwasher. I advised him that the old dishwasher was not working and i did not feel comfortable mixing old parts with the new one especially if i did not know why the old one did not work. He contacted his supervisor (*******) and was told by ******* to leave the dishwasher at my home and to advise me to purchase a kit and they would come back another time to install.After that i spoke to ******* by calling him at ###-###-####. He was very rude and abrupt and told me it was not his problem that i did not have all the parts that i needed to install the dishwasher. I advised him that i stayed at home today waiting for them to come and was only told i needed to pay $225 for the install. I asked to speak with his supervisor and he told me he is the manager and that there is no boss above him. I asked if he was the owner of the company he said yes before he hung up in my face. I suggested they take the dishwasher back with them; they were leaving it in my kitchen and it took up a lot of space.My son won almost $8,000 in Kitchen Appliances on the TV show Let's Make A Deal and the dishwasher was one of the things being delivered.

Desired Settlement: I would like to have my dishwasher re-delivered and i should not have to pay any additional money than what i was quoted over the phone to have it installed.

Business Response: We have contacted the freight company, AM Trucking, who delivered and installed the dishwasher to inquire as to what happened with *** *********’s order. We have not yet been contacted regarding the above complaint by the customer. 
After speaking with *******, he explained that the customer contacted him when the delivery agent told her the dishwasher needed additional parts in order to be installed. All of the information regarding the dishwasher she purchased is available on our website. We provide a link to the installation guide as well. The installation guide shows images of the parts supplied and the parts that the customer must purchase. 
See the link below, page 3:
************************************************************************************** 

******* explained that the drivers went to the local hardware store and picked up the items needed to complete the install, even though they were not required to. It appears the issue has been resolved. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

 The gentleman were not able to install the dishwasher, however they advised me to call a plumber. The plumber installed my new dishwasher is less than 45 minutes and the parts that were purchased were not even needed. 

Yes the situation is now resolved. I went through Roto Roter to do the installation.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

6/2/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a Living Social "deal" for $250 worth $500 of appliances, and that evening (Friday) went to AJ Madison's website and purchased a refrigerator. I received email confirmation, and the following day an email invoice that the product had been paid in full. The following day I received an email stating "thank you for shopping with us...your order has been cancelled". When I called and spoke with their Customer Service department they informed me that they were not granting the use of the Living Social deal, unless the product was shipped that weekend (my order was placed on Friday). They gave me no other options, so I contacted Living Social and requested a refund, and followed up via email with AJ Madison requesting a refund as soon as possible. I have not received a response from AJ Madison, nor a refund to my account, which is needed ASAP as we will be required to buy another refrigerator locally and have a family to support.

Desired Settlement: I would like a full refund from AJ Madison. They indicated that they would have gone out of business given the "deal", and quite honestly I hope they do so, they have horrible customer service.

Consumer Response: Better Business Bureau:

I have received a refund from AJ Madison.  Thank you for your help in resolving this matter.

Sincerely,

******* ****



 


Customer Review(s)

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Customer Reviews Summary

6 Customer Reviews on AJ Madison
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