Complaints

This profile includes complaints for Appliance Factory & Mattress Kingdom's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Appliance Factory & Mattress Kingdom

  321 W 84th Ave Unit A Thornton, CO 80260-4824

• 

  Appliance Factory & Mattress Kingdom

  1096 S Sable Blvd Aurora, CO 80012-3796

• 

  Appliance Factory & Mattress Kingdom

  1661 28th St Boulder, CO 80301-1001

• 

  Appliance Factory & Mattress Kingdom

  1045 Zuni St Denver, CO 80204-3337

• 

  Appliance Factory Mattress Kingdom

  490 Ohio Pike Suite 1 Cincinnati, OH 45255

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an entire kitchen appliance set (oven, microwave, refrigerator, dishwasher) for a rental in May 2020 from Appliance Factory in Colorado Springs. I also purchased the extended warranty for everything except the microwave.The tenants called in January 2023 to let us know the refrigerator was making strange noises. We gave them the number for Brand Source (the company that performs warranty repairs for Appliance Factory) and asked them to schedule repair directly. Brand Source attempted to contact us and left a message. I returned the call and left multiple messages... they never answered or called me back at the number I left on their recording. Finally, they reached my wife and said they required a credit card (strange for a warranty issue), which my wife provided. This took so long to resolve that the tenants were forced to purchase a separate refrigerator unit and store in the garage..After receiving a credit card number, Brand Source finally scheduled an appointment with the tenants to complete the repair. They missed the appointment and now the tenants are rightfully upset. I have left multiple messages and even called the President's ******** I still have not received a response. This is unacceptable service and has cost our tenants money. It may also cost me money in the future if our tenants become unhappy. Had I known Brand Source was this unreachable, unreasonable, and unresponsive, I would have never purchased the extended warranties. I also would have called any other repair representative to complete the repair on behalf of our tenants.At a minimum, I would like Brand Source to finish the job and complete the repair. I would also like an assurance, in writing, guaranteeing timely service for all future warranty claim. If they cannot provide this guarantee, I would like a full refund of all warranties purchased... not just a prorated amount.I am currently at work, but can provide supporting documents from home.

  Business Response

  Date: 06/07/2024

  We deliver over ******* appliances annually from 30 locations, and while we strive for excellence, occasional missteps are inevitable. When such instances occur, we are committed to resolving the issue promptly and ensuring customer satisfaction. Our track record reflects approximately seven negative reviews for every ******* appliances delivered. Although our goal is to achieve zero negative interactions, we regard this record as a significant success.

  Thank you for working with us. We are pleased to have addressed your concerns and to hear that your appliances are functioning well. Your satisfaction is very important to us. We are dedicated to resolving any issues promptly and ensuring your complete satisfaction.

  Thank you,

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

  CEO Founder

  Appliance Factory

  Customer Answer

  Date: 06/08/2024

   
  Complaint: 19348957
  
  I am rejecting this response because:  Responding 16 months following a complaint that was written solely to identify the unresponsiveness of a business does not bring satisfactory resolution. We paid for an extended warranty from this business and could not reach them for service during the hours of operation and they did not return messages.  As a last resort, I reached out to BBB hoping it would spur this company to respond.  It did not.
  

  Furthermore, merely providing statistics does nothing to address the stress experienced by our tenants as they faced the realization that their food would spoil if they did not purchase a new refrigerator. Nor does it provide any assurance of acceptable service in the future. 
  

  During the 18 months we lived in Colorado Springs, we purchased 6 appliances from this business. Five required service before the warranty expired. The kitchen appliances remained with the house but we took the washer and dryer with us. The washer and dryer failed after we moved. Perhaps our family was unlucky enough to receive 5 of the 7 out of the ******* problems the *** mentioned a bad day for us.
  

  The response provided by the founder and *** did not address any aspect of this complaint. In fact, it is just as unresponsive, arrogant, and disrespectful as the service we have received from the company for our warranty needs. Just like the reason for issuing the initial complaint, this response avoids approaching anywhere near responsibility or accountability.

  Your customers deserve better.  Our citizens deserve better.  Hard earned money was used to purchase the service you promised, but failed to deliver. Sorry, but your response did not resolve this issue. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/08/2024

   
  Complaint: 19348957
  
  I am rejecting this response because:  Responding 16 months following a complaint that was written solely to identify the unresponsiveness of a business does not bring satisfactory resolution. We paid for an extended warranty from this business and could not reach them for service during the hours of operation and they did not return messages.  As a last resort, I reached out to BBB hoping it would spur this company to respond.  It did not.
  

  Furthermore, merely providing statistics does nothing to address the stress experienced by our tenants as they faced the realization that their food would spoil if they did not purchase a new refrigerator. Nor does it provide any assurance of acceptable service in the future. 
  

  During the 18 months we lived in Colorado Springs, we purchased 6 appliances from this business. Five required service before the warranty expired. The kitchen appliances remained with the house but we took the washer and dryer with us. The washer and dryer failed after we moved. Perhaps our family was unlucky enough to receive 5 of the 7 out of the ******* problems the *** mentioned a bad day for us.
  

  The response provided by the founder and *** did not address any aspect of this complaint. In fact, it is just as unresponsive, arrogant, and disrespectful as the service we have received from the company for our warranty needs. Just like the reason for issuing the initial complaint, this response avoids approaching anywhere near responsibility or accountability.

  Your customers deserve better.  Our citizens deserve better.  Hard earned money was used to purchase the service you promised, but failed to deliver. Sorry, but your response did not resolve this issue. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/08/2024

   
  Complaint: 19348957
  
  I am rejecting this response because:  Responding 16 months following a complaint that was written solely to identify the unresponsiveness of a business does not bring satisfactory resolution. We paid for an extended warranty from this business and could not reach them for service during the hours of operation and they did not return messages.  As a last resort, I reached out to BBB hoping it would spur this company to respond.  It did not.
  

  Furthermore, merely providing statistics does nothing to address the stress experienced by our tenants as they faced the realization that their food would spoil if they did not purchase a new refrigerator. Nor does it provide any assurance of acceptable service in the future. 
  

  During the 18 months we lived in Colorado Springs, we purchased 6 appliances from this business. Five required service before the warranty expired. The kitchen appliances remained with the house but we took the washer and dryer with us. The washer and dryer failed after we moved. Perhaps our family was unlucky enough to receive 5 of the 7 out of the ******* problems the *** mentioned a bad day for us.
  

  The response provided by the founder and *** did not address any aspect of this complaint. In fact, it is just as unresponsive, arrogant, and disrespectful as the service we have received from the company for our warranty needs. Just like the reason for issuing the initial complaint, this response avoids approaching anywhere near responsibility or accountability.

  Your customers deserve better.  Our citizens deserve better.  Hard earned money was used to purchase the service you promised, but failed to deliver. Sorry, but your response did not resolve this issue. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/14/2024

  Hello ******,

  we are sorry you had this experience. We value our customers and we are striving to serve them better each day.

  We have made a lot of changes recently. We have improved our training programs on all levels to prevent this type of communication breakdown from happening in the future. 

  We understand that we have made mistakes in the past, but we have done everything in our power to correct the issues that let to those mistakes.

  Again, apologies for the poor communication and we hope this matter can be quickly resolved. 

  Please let us know how we can be of further assistance in resolving this matter. 

  Thank you,

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

  Corporate Operations Manager

  Customer Answer

  Date: 06/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I hope the effort you have put into addressing the issues that could affect many businesses bring the lasting change you are pursuing. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ******* refrigerator from Appliance Factory on 8/2/22. I also bought an extended 4 year warranty. My total price paid was $2436.76.On 1/4/23 the ice and water dispenser stopped working. I have called several times a week and even gone to the store in person to try to get a repairman to come out and service it. Every time I call they say they are behind in their service calls and some one will call me in the next 24 hours. It has been over a month and no one has contacted me. And now my produce often has ice forming on it. I am beyond frustrated with Appliance Factory. They dont seem to care about their customers once they have your money.

  Business Response

  Date: 05/23/2024

  Hello ******,

  Thank you for sharing your experience. Customer satisfaction is very important to us. 

  Our management team has reached out and been unable to make contact.

  Please let me know how I can further be of service in resolving this matter.

  Thank you,

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

  Corporate Operations Manager

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/28/2020 we purchased a GE Profile series slide in induction range. In less than a year the elements on the stove top stopped working. We had purchased a four year warranty on the stove and it has been repaired on three different occasions for the same reason each time. The stove has not worked more than it has. It now, for the fourth time, is not working. When I spoke with a salesperson ******* last year August 2022 she told me very clearly that after the third time if it quit working again, Appliance Factory would contact GE and call it a lemon and see if they would give a replacement or a refund. I talked with the same person today, 01/26/2023, and now she is telling me that since the year warranty is up from GE, there is nothing that can be done. We were sold a lemon and never offered our money back or a replacement. I have made multiple phone calls to Appliance Factory over the last two years and many times my calls are totally ignored, or I am promised a call back that doesn't happen, or they don't respond to my voicemails. We spent nearly $3,000 for the stove and warranty, and have only gotten horrible service from Appliance Factory and a stove that doesn't work most of the time.

  Business Response

  Date: 05/08/2024

  Hello ******,
  

  Sorry for the lengthy delay in response time. I have recently stepped into this role and am currently going through all outstanding BBB complaints.

  I have researched your complaint and it appears there were 2 service appointments on 5/09/23 and 5/31/23. Those invoices indicate that your control panel was replaced on your range. Did this service repair resolve your complaint?
  

  Please let me know how I can further be of assistance in resolving this matter. 
  

  Thank you,
  ********************************************
  Corporate Operations Manager

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 6 appliances from them back on 11/19/2022, washer, dryer, wall oven, dishwasher, refrigerator, and microwave. I paid a total of $4,012.06 out of pocket between 11/19-11/20. I was set for the additional $3,800 to be financed through ***** Fargo, which this financing was charged and then refunded. I've had numerous conversations with the salesperson, ****, and store manager, ****. I've also talked to the Public Relations Manager, ********************* and another manager named **** with no resolution. I purchased all new appliances and was delivered a beat up dryer that had a rubbing drum. Then on a second occasion I was supposed to be receiving my fridge and washer. The fridge delivered is the wrong one, so it's sitting in the middle on my kitchen because it does not fit where it's supposed to. I've been lied to by all involved and it's now been 8 weeks and the only thing I do have is the washer at this point. The dryer was supposed to be delivered tomorrow and I'm now being told it's not going to be.

  Business Response

  Date: 05/08/2024

  Hello *******,

  Sorry for the lengthy delay in response time. I have recently stepped into this role and am currently going through all outstanding BBB complaints.

  I have researched your complaint and it appears you were issued a refund check of $1,112.99  in February of 2023. Did this refund resolve your complaint?

  Please let me know how I can further be of assistance in resolving this matter. 

  Thank you,

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

  Corporate Operations Manager

   

   

   

   

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a washing machine for a rental unit on February 24th 2022 at appliance factory located in ********* at ******************* mall (invoice # S00339316). The unit was later installed sometime in late March 2022 and Renters moved in the unit in April. In May ***************************** saying the washing machine, a ******* washer (model: WF45R6100AW; SN: 01FY57AR712123), was not working correctly. They described the following. the only cycle that worked was the delicate cycle. when they used any other cycle the machine made a loud noise, moved around, and was not washing the clothing well. over the month they noticed plastic shavings coming from inside the unit on the ground near the washer and inside. they contacted me and I reported it to the appliance factory sales men I purchased from. he forwarded me to the warrant service, Brand Source. Brand Source came out multiple times and in July they stated to the tenant the unit needs to be replaced but the warranty service won't let that happen until they replace additional parts. as of December the washer is still not working and I a told the parts needed, that *** not even fix the washer, are on back order. I learned on July 5 th I was told the parts on back order and again on November 1st. I called and spoke to someone and said this was unreasonable and asked for a unit replacement or refund. I never got an answer and was told the complaint was filed. I got the last text from Brand Source on December 5th stated parts are still on back order. this is now beyond affecting the Tenant but is now affecting my income with keeping this tenant and causing me to lose this great tenant. I now either need to buy a new unit at a loss which I can't afford, and the cost with coming with paying for a vacant property and cost of finding a new tenant. I would like to avoid this. I am not a rich landlord, this is new to me and is a future investment for a retirement plan. I only have this 1 property. any help would be great.

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased the oven in 12/2020 and also purchased extended warranty at the time of purchase. The last week in October 2022 our oven quit working. 11/4 I called to arrange service. I never received a call back. After 3 days with no return call to schedule I called again. A service appt was arranged for the next day. My wife took off work to be home and no one showed. I called again and they set another spot for 3 days later. I took off work. The tech arrived and told me that the unit needs a mother board and that with supply issues that we would likely receive a new unit. I was told I would receive a call with an answer as to replace mother board or entire unit. After 3 days with no call I called again. Was told they are replacing motherboard and set another appt. I took off work again and tech arrived to replace mother board. It was not a successful repair. I was then told that they would replace the unit and I would be contacted for the appt. Another 3 days goes by and nothing. I called again 3 days in a row with the promise that someone would contact me. I never received a call. I called and asked for corporate number. I called corporate hotline 12-21-22. **** in leadership keeps promising hes working on it yet no answers. He promised daily communication either by text or call. He is not returning text or calls at this time. I called hotline again no call back since 1-3. Weve missed 3 holidays without an oven. We just want it fixed and we are receiving poor care.

  Business Response

  Date: 04/25/2024

  Hello ****,
  
  Sorry for the lengthy delay in response time. I have recently stepped into this role and am currently going through all outstanding BBB complaints.
  
  I have researched your complaint and it appears that you received a replacement range on 8/27/23 at no cost to you. Did this replacement appliance resolve your complaint?
  
  Please let me know how I can further be of service to resolve this matter. 
  
  Thank you,
  ********************************************
  Corporate Operations Manager

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Sharp Drawer Microwave in November 2019, it was installed in February 2020. We also purchased the 2-yr extended warranty offered by AFO (Appliance Factory Outlet, ******). In February of 2022, the microwave stopped heating. We called 'Brand Source' to hopefully get some service on the microwave. They told us "our warranty had expired and there was nothing they could do". We told them we had purchased the 2-yr extended service plan, they then told us that the 2 years started when we purchased the microwave. However, when we purchased the '2-yr ESP', they said (and gave us paperwork that I still have) it was an extension of the manufacture 1-yr warranty plan. I've called and talked with the following:March 2022: ****** from Brand Source who told me "we don't service Sharp microwaves", ****** from Sharp Warranty who provided a case number. A1 Factory Service Center (does not work on Sharp Microwaves).Early April 2022: **** from AFO-********************** (I believe the manager), offered no solution and absolutely no help at all, said there was nothing they could do for us, we're just out the $1000.04/11: left a message on the "Presidents Hotline", they passed the call on to Brand Source, ***** called and explained how the warranty works (that's nice to know 2 years after we purchased and wasn't what we thought we purchased), she also said they "don't work on Sharp microwaves "unless they are in warranty", what? In the meantime, I had a local service agent look at the microwave, the megatron was bad, he said they don't make them any longer, can find no one to repair the $1000 microwave. I physically took the microwave back to AFO on 12/16/22 (11am'ish), talked with ****** (sales), the ** had left for the day. He said he would check into it and get back with me. No word, I called on 12/27, he said due to the holidays, there was no one to make a decision. Now 01/04/2023, I still have not heard from anyone. I have absolutely zero resolution from them, unbelievable!

  Business Response

  Date: 06/07/2024

  We deliver over ******* appliances annually from 30 locations, and while we strive for excellence, occasional missteps are inevitable. When such instances occur, we are committed to resolving the issue promptly and ensuring customer satisfaction. Our track record reflects approximately seven negative reviews for every ******* appliances delivered. Although our goal is to achieve zero negative interactions, we regard this record as a significant success.

  
  Thank you for working with us. We are pleased to have addressed your concerns and to hear that your appliances are functioning well. Your satisfaction is very important to us. We are dedicated to resolving any issues promptly and ensuring your complete satisfaction.

  
  Thank you,
  *********************
  CEO Founder
  Appliance Factory

  Customer Answer

  Date: 06/20/2024

  I never received any communication from them, the issue remains unresolved. I received an email message from them 2 weeks. I answered the email with my phone number (which they asked for), and they have never responded.

   

  Again, NO ONE from Appliance Factory EVER attempted to reach out to me. They are cowards who stand behind an AI drafted form response rather than pick up the phone and resolve issues. 

   

  I will file another complaint if that is what is needed. 

   

  ****

  Business Response

  Date: 07/11/2024

  Hello *****,

  Thank you  for working with us to get your complaint resolved.

  We are looking forward to getting you the replacement unit. 

  Customer satisfaction is very important to us and we hope this resolution leaves you with a positive impression. 

  Please let us know how we can be of further assistance in resolving this matter.

  Thank you,

  Customer ********************** Manager

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a ******* Washer and Dryer in March 2022 with additional warranty. In June 2022 washing machine began making horrible noise, called and tech was sent out. Tech found that the weights above and below the drum had busted off and were banging around inside. Tech suggested a replacement machine. Almost 2 months later my machine was finally repaired. Fast forward 2 months, washer broke again, same problem and again Tech suggested replacement. Tech suggested I call the Appliance Factory "Presidents Line" to talk about replacement, this is a line that is apparently never answered by a live person you just leave a message and no one ever calls you back. I am over a month waiting on repair for the second time. I have called 4 times now and have heard nothing back

  Business Response

  Date: 12/20/2022

  Parts were on back order for customer. We are currently trying to get the manufacturer to replace the unit for customer since the parts are on back order. And have a backup plan with another service call from our team to try and repair the unit. 

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18575865
  
  I am rejecting this response because: I have received a couple phone calls from the Appliance Factory Mattress Kingdom store where I made my purchase. They say they are working on a solution but still not calling me back half the time. Waiting for a call back with a decision on a solution.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/10/2024

  Hello *****,

  Sorry for the lengthy delay in response time. I have recently stepped into this role and am currently going through all outstanding BBB complaints.

  I have researched your complaint and it appears a return/exchange was processed on 1/17/23. Did this return/exchange resolve your complaint?

  Let me know how I can further be of service in resolving this matter.

  Thank you,

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

  Corporate Operations Manager

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a washing machine from Appliance Factory 1 yr ago. I purchased an extended warranty with the washer. On Thanksgiving the washer stopped working. I contacted the local store to begin warranty claim. They told me their service tech would contact me for appointment, which he did. He said it would be the following week before he could fit me in. After a week of not receiving a phone call for service and calling to leave messages I called the service tech. He came out that day, and confirmed that he could not repair and would send claim to warranty. It is now 12/13 and I have yet to receive a call about an appointment for repair. I have called numerous numbers supplied by the ********** store, and left numerous messages. No one has called me back. I feel that I am getting the run around and that the warranty that was sold to me was a scam.

  Business Response

  Date: 04/10/2024

  Hello *****,

  Sorry for the lengthy delay in response time. I have recently stepped into this role and am currently going through all outstanding BBB complaints.

  I have researched your complaint and it appears that service was completed on 12/14/22. Did this service appointment resolve your complaint?

  Please let me know how I can be of further assistance in resolving this matter. 

  Thank you,

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

  Corporate Operations Manager

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 18566322
  
  I am rejecting this response because of the nightmare customer ********************** experience I had. The unprofessional behavior of the staff locally and at the corporate offices was disappointing to say the least.  I was ghosted by a higher level corporate employee, and generally treated horribly. The response to my complaint exemplifies the lack of integrity with this company. The repair was completed in January. It took months for me to get a repair using the extended warranty I paid for at the time of purchase. During this time I was forced to use the laundromat, which totaled $496. It has been almost 18months since this occurred and this is the first this I have heard from them since the other corporate employee ghosted me. So no I do not feel like they reaolved the problem.

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

  Business Response

  Date: 04/18/2024

  Hello *****,

  I'm sorry you had that experience. In your opinion, what would be the optimal resolution for this complaint? 

  We are aware of customer ********************** issues in the past and are working hard to correct them.

  If there is a way to resolve this issue for you and leave you with a better impression, we would love to do that. 

  Please feel free to reach out to me directly.

  Thank you,

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

  Corporate Operations Manager

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

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction was 11/08/2020 We paid $1,169.97 for the dishwasher, installation and 4 year warranty. By October 14, 2022, the dishwashers pump broke and water leaked out of it when it was turned on. I called ******************* who came right out and diagnosed that the pump was broken. We called appliance factory on the week of October 24. They instructed us to call the manufacturer. The manufacturer instructed us to call the company we purchased it from again. We called Appliance Factory again and they said they would send a mechanic out to look at it. The date was set for November 4 to have a mechanic come look at it. No mechanic ever came. On Monday, we called again to let them know no one came. They apologized and said that they were going through abrupt management changes and that a mechanic can come out November 15. The mechanic came out. He left the car running spent 5 minutes looking at our appliance, declared that the pump was indeed broken. We had to call the appliance factory again to confirm that we do get a new dishwasher. They said the first available date for install was December 2 and that the appliance was indeed in stock. December 1st a manager called us in the morning to let us know they dont have the appliance so they will not be installing the next day. We said just upgrade the model and they said theyll call us back to confirm. We didnt receive a call back and when we called the store later, we were told that no manager was working that day. We called on December 2 and were told that there is an upgraded model and well receive it Monday December 5. On Monday, December 5, we were told that the person dealing with this issue is out sick and that theres nothing that can be done. We asked for a refund of our money and they said theyd have to call us back. We have received no call at this point. Our invoice number is MW00015306.

  Business Response

  Date: 04/24/2024

  Hello,

  I apologize for the lengthy delay in response time. I have recently stepped into this role and am currently going through all outstanding BBB complaints.

  I have researched your complaint and it is my understanding that you have been credited for the overage in interest charges for your purchase. Did this refund of the interest charges resolve your complaint?

  Please let me know how I can further be of assistance in resolving this matter.

  Thank you,

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

  Corporate Operations Manager