Business Profile

Major Appliance Services

Appliance Factory & Mattress Kingdom

Headquarters

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Complaints

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

Customer Complaints Summary

119 total complaints in the last 3 years.
35 complaints closed in the last 12 months.

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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:02/20/2025
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 Monday the 10th of Feb. 2025 a dishwasher was delivered to my home and installed. When the installers tried to turn the dishwasher on it gave an error code. They filled out a ticket and stated that a tech would be setting up time to address the issue. I had a tech come out 3 times to try to fix the issue. At this time the dishwasher does not work and no one is returning my calls or texts. The store delivered a broken appliance and is now refusing to address the issue. The Dishwasher did not work from day one. I have lost time from work due to this issue.
Business Response
Date: 02/28/2025
Hello ****,
Thank you for working with us to resolve your complaint. Customer satisfaction is our top priority.
I understand you have selected a replacement unit. We hope you love your new appliance.
Please feel free to reach out with any outstanding issues.
Thank you,
Customer ********************** Manager
Initial Complaint
Date:02/18/2025
Type:Product 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 February 1st, 2025, I purchased a new oven at the ********, CO store. The oven delivered on February 4th had a "blemish" on the control screen. I reported the issue to the store on February 5th and was told that a service request would be issued. On February 10th, One Stop Appliance Repair replaced the oven's control panel, but the induction portion of the stove stopped working. Another technician came back on February 12th and replaced the control panel again; however, now the oven will not power on at all and is completely useless. The ******** store manager informed me that a return is being processed, but there is no timeline for when/if the approval will happen. I spent almost $1700 on a non-functional oven and have subsequently filed disputes with my credit card company and the Colorado Attorney General's ********* one at the Longmont store is willing to help rectify this issue, only saying they cannot issue a refund without approval. I have left voicemails and sent emails to the corporate office and all have gone unanswered. The lack of communication from this company and its unwillingness to rectify this is disgraceful.
Business Response
Date: 02/27/2025
Hello *****,
Thank you for working with us to come to a resolution. Customer satisfaction is very important to us.
I understand that your appliance was returned and you were issued a refund. I hope this action has resolved your complaint.
Thank you again,
Customer ********************** Manager
Customer Answer
Date: 03/03/2025

Complaint: 22958590

I am rejecting this response because: I have yet to receive the refund and claiming that customer satisfaction is important to your company is offensive.

Sincerely,

***** ******
Business Response
Date: 03/17/2025
Hello *****,
Your original payment of $1,788.74 was processed on 2/1/25.
Your refund of $1,589.54 was processed on 2/27/25 back to your original payment method. Card ending in 9579.
You submitted a charge back on 3/5/25 in the amount of $1,788.74. Please see the attached documentation.
You have now received $3,378.28 in credits and now have a balance owed to Appliance Factory of $1,788.74 to repay the charge back.
Thank you for your prompt attention to this matter.
Customer ********************** Manager
Initial Complaint
Date:02/12/2025
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 11/14/2024 we purchased a ******* range from the Appliance Factory. We were informed that the Oven was on backorder. The Oven was delivered on 12/30/25. When we unboxed the oven it was apparent the oven had massive damage to the door. The damage was to the outside and inside of the door, rendering it unusable. The trim on both of the handles was bent out of shape. The ceramic interior of the door was cracked and broken. There was damage to the top left corner, where the large door and the small door meet. Damage to the small door top right corner, where the small door and large door meet. Damage to the large door top right hand corner, where the small door and the large door meet. We immediately reboxed the unit and contacted the store. We spoke with **** who asked us to send pictures of the damage. On 12/31/2024 we spoke to **** who told us to contact *******. We contacted ******* immediately, and were told that because the unit had been delivered to the store warehouse, and not from ******* directly, there was nothing ******* could do. We emailed **** informing him that ******* said that the store was responsible. We called and emailed for updates and got a response on 01/07/2025 saying they were trying to get a tech out to replace the oven door. We let **** know that we purchased a new oven, not a refurbished oven, and we would like arrangements made for a new oven or a refund. We also requested the damaged oven be picked up. We then called a few times throughout the next week with **** saying they were working on it and would "make it right". An Email was sent saying they needed a photo of the serial # from the unit. We informed him that the unit was boxed up, and the serial # was on our receipt. We again said that we wanted the unit picked up and a refund. They asked us for our address on 1/16/2025. Again information they had in their computer. We again left a few messages but got no return calls. The last email we sent was on 1/22/2025 with no solution.
Business Response
Date: 02/27/2025
Hello ********,
Thank you for working with us to resolve your complaint. Customer satisfaction is very important to us.
Our team is working working with the manufacturer to get your return authorized and a refund back to you.
We are sorry you are having this experience and hope to have a resolution as quickly as possible.
Someone from our management staff will be contacting you to complete the resolution.
Please feel free to reach out with any questions or concerns.
Thank you,
Customer ********************** Manager
Customer Answer
Date: 03/10/2025

Complaint: 22930233

I am rejecting this response because: we have not received a refund as of this morning.

Sincerely,

******** ******
Business Response
Date: 03/26/2025
Hello ********,
Sorry for the delayed response. Your return has been approved and is being processed.
Our management team will be in touch to coordinate the return and credit.
Please feel free to reach out with any further questions or concerns.
Thank you,
Customer ********************** Manager
Initial Complaint
Date:01/29/2025
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.
Unit was purchased over the phone with Salesman ***** on 12/15/24. ***** and his store manager have been very professional during this entire debacle. During the sale, I asked multiple times as to the quietness of the unit. I shared with ***** the existing ** Dishwasher part number and we compared the noise levels between the units. When assured this new unit would be comparable to my previous dishwasher, I approved the purchase. Unit was delivered to me on 12/19/24. Once Installed I immediately, 12/19 called ***** and shared my dissatisfaction as to the noise level of the new dishwasher. After some discussion, ***** mentioned that we would need to get an ** tech out to check the unit, The Technician arrived on 12/26 and his report is attached. Unit measured above the spec's listed and shared when the unit was purchased. I have been in regular contact with ***** and his supervisor **** to get the unit replaced with a more expensive ** unit. I have called the Presidents hotline on multiple occasions, in the beginning would get a call back from ***** but when I called and asked for the ** or DM to call, no return contact was ever provided.All I am asking for is to upgrade the unit for a more expensive unit and willing to pay the difference of approx. $300 as quoted by *****. Executive management is not permitting this. I have had over 15+ calls to ***** and his store manager. With no action from executives at Appliance Factory, I am being forced to reach out thru the BBB. The unit provided by Appliance Factory did not meet the stated specifications, as demonstrated by the ** **** I do not believe that my request is out of line considering the noise of the unit was an key factor in selecting the unit to start. There was no way for me prior to the unit being installed for me to determine if the statements to it's noise level could be determined.
Business Response
Date: 02/10/2025
****,
Thank you for bringing this issue to our attention. Customer satisfaction is very important to us. I understand you have chosen to keep the unit. We appreciate you working with us to resolve your complaint. Have a great day

Customer ********************** Manager
Initial Complaint
Date:01/19/2025
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.
This company sold me a brand new refrigerator. It arrived damaged. I called and asked them to make it right, and they gave me a hotline number and the hotline automatically rejects me. This is blatantly taking advantage of customers.
Business Response
Date: 01/31/2025
Hello *******,
Thank you for working with us to resolve your complaint. Customer satisfaction is very important to us. We are currently working with the manufacturer to resolve this issue. The appliance business can be complicated at times but I assure you it is our top priority to have a favorable outcome for our customers. We will continue to update you with the status of your resolution as we get more information from the manufacturer. Thank you for your patience.

Sincerely,
Customer ********************** Manager
Initial Complaint
Date:01/15/2025
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.
January 14, 2025 three men came to my home around 1:54pm around 2:15pm I was informed that the lead installer broke the water valve on my washer water box. The lead installer admitted and apologized for breaking the piece offered to fix it but it was too involved. The installer called his manager and the manager stated they would not be fixing it as it was the builders fault. My washer and dryer were completely fine before they arrived and I have proof as I closed on my home on December 6, ********************************************************************* and prior to the installers showing up. I called Appliance Factory and spoke with ***** allegedly she is the store manager but how can she be the store manager if she's in Online Sales? I requested the contact information for both the store manager, regional manager, district manager and ***** refused to provide this information. I let her know regardless her installer broke a piece from my water shut off valve and it is only fair that they replace it due to their negligence. I received a quote from my plumber to fix it and was quoted $1320. I also requested the installers take back their merchandise and give me a refund and ***** has not issued a refund or cancelled the sell. She offered to split the cost of the plumbing bill but started if it were over $500 she would not be paying this. The installation manager also was of no help. I spoke with the actual store manager ****** yesterday (1/14/25 at 4:25pm MST) was told she would investigate but due to how late in the day it was tomorrow morning would be when I would be notified. I don't feel confident this issue will be resolved as to the back and forth with **** and ***** and the lack of accountability. The installer admitted he broke the piece the right thing to do would be to fix it. ***** and the installer are blaming the builder as it is a new build. The builder is blaming the installer but no one wants to fix the issue. I have no functional W&D!!
Business Response
Date: 01/24/2025
Hello,
Customer satisfaction is very important to us.
I understand that you have been in contact with our attorney. As he informed you, your damage claim has not been approved.
Please reference the attached correspondence for the detailed explanation he provided.
Your full refund was processed on January 15th, 2025. The receipts for the return and credit to your card are also attached.
We want to thank you for working with us to resolve this complaint.
Customer ********************** Manager

Customer Answer
Date: 01/27/2025

Complaint: 22813642

I am rejecting this response because:
As a homeowner I was left without a functional washer and dryer with children during the winter time. I received no apology, Appliance factory was rude and frankly dismissive of the entire issue their installers snapped a part of my water box and caused water damage and they're saying it's the builders fault and denying a claim? I didn't have the chance to speak with someone about replacing what was broken. I never even asked for compensation but to make my home whole again. I was vilified and made out to be unreasonable which was not true. It is only fair that I receive a refund because I never took possession of the appliances after their installer broke my washer box. It took nearly two weeks to get a refund! While I emailed counsel he never followed up with solution other than speak with the builder. My home was completely fine before they came into my home. The right thing to do would be to take responsibility, fix the issue, issue an apology and make it right instead of deflecting and putting the blame back on the homeowner to get the issue resolved. A refund simply is not enough harm was bestowed upon me and counsel is a coward for not issuing an apology and making it right.

Disappointed,

*. ******
Initial Complaint
Date:01/15/2025
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.
We bought a new washer hooked it up and would not start. Call factory appliance told them it does not work they said they called manager and that it was out of their hands and that a repair man will come to look at it The repair person has been here 3 times and can not fix it said he was putting it as none repairable we bought this washer on 11/25/2024 it is now 1/15/2025 and still waiting on a answer please help
Customer Answer
Date: 01/16/2025
Appliance factory has contacted us regarding washer has concented to giving us a refund thanks for helping
Initial Complaint
Date:01/14/2025
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.
Purchased refrigerator 11/2024. Delivered 11/30 at 11am and there was a lot of damage on the side of the refrigerator that we werent made aware of upon purchasing. We contacted the store at 11:10am to let them know we wanted to reject this purchase and either exchange or get our old refrigerator and money back. ** immediately refused to handle anything and said DM would reach out Monday. He did not so i contacted president line Tuesday. **** calls back, tells me he will locate a replacement for us immediately. A few days go by and **** finds a replacement that is not what we were looking for. So we said no and he continued looking. Located another that we agreed on and he said it would be shipped to ** from ** so it would be a couple days. We wait a week and start reaching out and have several unanswered calls and texts before **** texts us to tell us refrigerator is delayed due to weather. Then we hear nothing for another week. We continue reaching out and **** finally messages us at 11pm being extremely unprofessional and accusatory saying were basically trying to scam them. So i ask him to have someone else reach out. ***** contacts my husband, apologizes and issues a credit and says go pick out a fridge. We do and it gets delivered 1/9 at 8pm. The refrigerator did not work, had no power or anything. Told us a tech would be out next day. Tech comes out to replace mother board on new refrigerator. Lights work so we assume its good. Put groceries in it that night and overnight our entire fridge stops cooling and ruins all our food. We contact ***** and are told theyll find a replacement. Today 1/14/25 we still have not gotten a call from anyone, no one will answer our calls or can helps us and were out $1000 for a refrigerator, $200 in groceries, our original refrigerator and a non working refrigerator in our home and no one will call us back!
Business Response
Date: 01/24/2025
Hello,
Thank you for making us aware of this issue. Customer satisfaction is very important to us and we are sorry you had this experience.
It is my understanding that your defective unit was replaced last week. I hope that this satisfactorily resolved your complaint.
Thank you for working with us to resolve this issue.
Have a great day!
Customer ********************** Manager
Customer Answer
Date: 01/27/2025

Better Business Bureau:

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

Sincerely,

***** ****
Initial Complaint
Date:01/12/2025
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.
05/18/2024 and 06/01/2024 $4064.28 and $476.42 When we informed the manager ******* regarding the problem, she told **** that there was nothing that they could do, the warranty we had, we would have to go through the manyfacture. We contacted the Imanufacturer and have not had any luck. We went back into the business and she called a manager in ****** and I submitted all the paperwork they needed. Heard from them and was told they were waiting to hear from *******, they received an email from ******* and said technician was coming out and we have not heard anything at all from the manager after the email. We feel they should try to help us as a consumer,and not feel like they don't need to help because they have the money and they are not responsible.
Business Response
Date: 01/22/2025
Hello ****,
We are sorry to have received your complaint. Customer satisfaction is very important to us.
I understand you have been in touch with our DM, **** ***** and our customer ********************** manager, ****.
The DM and the store have been contacting you to try to get service scheduled. You have denied service and want an exchange on your appliance. An exchange would need to be approved by ********
You have been advised that in order to replace the unit through the manufacturer, you will need to have service out to look at unit. We understand your frustration with this process and we hope to resolve your complaint as quickly as possible. We are happy to continue to help you coordinate with ******* to reach a final resolution on this matter.
Please reach out to **** ***** to get that service appointment scheduled.
Thank you for your patience and understanding as we work through this with you.
Regards,
Customer ********************** Manager
Customer Answer
Date: 01/29/2025

Complaint: 22801440

We have scheduled an appointment for a service guy to come out. He did come out and did a video call with customer **********************. It was said there is nothing wrong with it. The glass top is not flat and this is due to the glass top coming off 14 times.

Business Response
Date: 02/19/2025
Hello ****,
I understand service has been out to your home and has deemed the unit it good working order. We want to resolve your complaint to the best of our ability.
If you still have unresolved issues, please contact **** *****, the district manager involved with your complaint.
Thank you
Customer ********************** Manager
Initial Complaint
Date:11/01/2024
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 washer and dryer on 10/17/24. After they were installed I noticed that the dryer had some dents and scratches. I gave the benefit of the doubt that they occurred during delivery. Upon closer inspection I saw that the damage was already circled prior to delivery (dark blue machine circled in black ink). When trying to use the dryer I keep getting an error that the door is open although it is completely closed. It won't work. We paid for a brand new machine. It was never mentioned that we were getting a dinged/used/out of the box machine. It isn't stated on our sales slip anywhere. In fact we looked in that section and didn't find what we wanted back there so we decided to purchase NEW. Tried calling and had to wait a few days only to be told they'd send a technician out. Not ok. We paid for a new machine and expect a new machine. Anything less is unacceptable and dishonest.
Business Response
Date: 11/08/2024
Thank you for working with us to resolve your complaint. Customer satisfaction is very important to us.
We understand your appliance has been serviced and the problem has been fixed. Our goal is always to arrive at a satisfactory resolution.
Please reach out if you have any further concerns regarding this issue.
Have a great day!
Customer ********************** Manager

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Appliance Factory & Mattress Kingdom is NOT a BBB Accredited Business.