Complaints

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:06/28/2025

  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 June 27, 2025, I received a delivery of a washing machine purchased from AJ Madison order #********* purchased online from AJ Madison for a total amount of $1708.09, order date June 12, 2025. Because AJ Madison does not offer a phsycial showroom, I relied entirely on the online description to meet my familuy's needs. Upon delivery, it was immediately clear that the units interior capacity is too small for our household use. We contacted AJ Madison within minutes of delivery to explain that the product is not what we expected based on their online representation, and to request and exchange. I spoke to ******* and she said there is nothing they could do as it was already plugged in and considered used. They would not accomodate any form of exchange. We feel this is extremely unfair to consumers, especially when purchasing large appliances sight unseen. AJ Madison's business model, which offers no showroom or try before you buy option, places all the risk on the buyer. For an item of this cost and size, that's unacceptable.We are now stuck with a $1700+ appliance that does not suit our needs and makes our life much more difficult. AJ Madison has not offered any resolution or even attempted to work with us. I am seeking a full refund, or at minimum an exchange for a model that meets our needs. Consumers deserve protection from policies that penalize them for trusting an online retailer's representation of a major household appliance.

  Business Response

  Date: 07/03/2025

  Dear ****** *********,
  
  Thank you for reaching out to the Better Business Bureau to share your concerns regarding your recent washing machine purchase (Order #*********). We understand your frustration and regret that the unit you received did not meet your family's capacity expectations. Your satisfaction is very important to us, and we are truly sorry to hear that you are unhappy with your appliance.
  
  We want to clarify the information provided to customers when making online selections, especially for major appliances like washing machines. While we do offer showrooms in ***********, ******* **, *************, and ********, we apologize that there was not a showroom closer to your location for you to visit. We strive to provide comprehensive and accessible product details online to ensure our customers can make informed decisions.
  
  The capacity of the Speed Queen 26 Inch Top Load Washer, 3.2 cu. ft., was clearly detailed in multiple locations during your purchase process:
  Main Product Description: The primary description of the item on our website explicitly states "26 Inch Top Load Washer with 3.2 cu. **. Capacity..."
  Your Invoice: This exact description, including the "3.2 cu. **. Capacity," was also clearly detailed on your invoice.
  Order Confirmation Email: The full product description, including capacity, is also provided in the order confirmation email you received upon purchase.
  Product Page *************** On the product page itself, the capacity is reiterated under "Quick Specs" as "Capacity: 3.2 Cu. Ft.," within the "Listed Dimensions" as "Capacity: 3.2 Cu. Ft.," and also under the "Features" section.
  Helpful Documents: For your convenience, we also provide readily accessible documents directly on the product page, such as the Energy Guide, Spec Sheet, and Brochure, all of which contain detailed specifications, including capacity. We have attached these documents for your reference.
  Website Filters: Our website also offers robust filter options, allowing customers to refine their search by various criteria, including capacity, with ranges from less than 1 cu. ft. up to 8+ cu. ft., enabling precise selection based on household needs.
  
  In addition to these comprehensive online tools, AJ Madison also offers a team of knowledgeable appliance experts who are available to assist customers in selecting products and answering any questions they may have about specifications, features, or suitability for their needs. We regret that you did not have the opportunity to utilize these resources when making your online purchase.
  
  Regarding your request for a return or exchange, our published policies, which are accessible on our website and reiterated in both your Order Confirmation Email and Shipping Confirmation Email, clearly state that a product that has been installed (plugged in or connected) cannot be returned. This policy is in line with industry standards for hygiene and safety, and also reflects manufacturer return requirements. As an authorized dealer, we are required to adhere to manufacturer policies and procedures, which typically do not permit returns of units that have been used or installed.
  
  While we understand your disappointment with the unit's capacity for your household, our company provides numerous ways to assist our customers in making informed selections. We regret that the unit does not suit your needs; however, based on the clearly provided product specifications and our established return policy for installed appliances, we are unable to approve a full refund or exchange at this time.
  

• Initial Complaint

  Date:05/12/2025

  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.

  Transaction date: April 6th 2025 for $3,286.94.Paid for a new Liebherr fridge, was sent a broken open box unit with no protective film on the outside and the unit triggered a power failure when turning *********** exchanged the unit and sent me what appears to be a new fridge, however it too does not work and they refuse to exchange it or compensate me for the fact it was broken out of box. I have been without refrigeration for 20 days after they took my working fridge.The fix is scheduled for 5/13 but I am not willing to pay full price for a refrigerator that never worked. **************** has repeatedly told me they will have a fix and then do nothing. I scheduled the repair myself, so even that they did not do.I originally was open to compensation or an exchange but now want nothing to do with the business as they have constantly dog walked the issue.

  Business Response

  Date: 05/26/2025

  Dear ****,
  We are truly sorry to hear about the incredibly frustrating experience you've had with your Liebherr 24 Inch Freestanding Bottom Freezer Refrigerator. It's completely unacceptable to receive not one, but two non-functional units, and we deeply regret the significant inconvenience and lack of refrigeration you've endured. We understand your frustration, especially after your original working fridge was taken.
  You're right, as an authorized dealer, we follow the manufacturer's policies and procedures for installed units with functionality issues. However, our role is also to advocate for you, and we sincerely apologize for the initial difficulties and the feeling that your concerns weren't being addressed.
  We're very happy to confirm that through our continued support and communication with the manufacturer on your behalf, your full refund in the amount of $3,286.94 was processed on May 23, 2025.
  We apologize for any delays you experienced in reaching this resolution. Please reach out to us at ************************************** if you need any further assistance.

  Customer Answer

  Date: 05/27/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** ********
  
  
  
   
  
  

• Initial Complaint

  Date:04/25/2025

  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.

  The unit was delivered and does not work properly. I notified the vendor in less than 24 hours and they wanted to send a service person. I do not want a serviced unit, I paid a lot of money for a new unit which I expect it to work from the start. If in the future something happens I can accept service but not within the first 24 hours of receiving the unit.The unit needs to be replaced with a brand new unit that works

  Business Response

  Date: 05/06/2025

  *******, thank you very much for taking the time to bring your concerns to our attention. We genuinely appreciate your valuable feedback and are truly sorry to learn that your recent experience did not meet your expectations. It is our primary goal to consistently provide exceptional service to all of our valued customers, and we regret that we fell short in this *********** an authorized dealer for the manufacturer, AJ Madison is obligated to adhere to their policies and procedures regarding any functionality issues that may arise with installed units. We completely understand your frustration regarding the problems you are currently experiencing with your unit, particularly given that these issues have surfaced so soon after installed. Please rest assured that we are dedicated to assisting you to the best of our ability in resolving this ********* light of the situation you are facing, we have taken the initiative to communicate the specific issues you have encountered directly to the manufacturer. According to their policy, it is required that a service appointment be scheduled in order to properly diagnose the problem before they can issue a return authorization. Unfortunately, we have been informed by the manufacturer that you have declined their attempts to schedule this necessary technician appointment, which is crucial for moving ********** help facilitate a resolution to this matter and ensure that your concerns are addressed, we kindly ask that you reach out to us at *************************************** Our dedicated team is here to assist you in rescheduling the required service appointment, so that we can work together towards a satisfactory resolution for you. We appreciate your understanding and cooperation during this process, and we look forward to hearing from you.

  Customer Answer

  Date: 05/21/2025

  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:
  

  
  

  Good afternoon ********,

   

  Please note that the vendor (AJ Madison) has not resolved the issue.  A repair technician inspected the wine cooler and determined that it had to be replaced.  I have not been contacted about the replacement, nor has the unit been replaced.

   

  I place a dispute with my credit card which AJ Madison disputed.  Attached is the correspondence of the dispute including the 2 reason for disputing the charge back and the response documentation of their reasons.

   

  Please continue with this case.

  
  

   

  
  

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

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

  Business Response

  Date: 06/06/2025

  AJ Madison has received and thoroughly reviewed the complaint filed by ******* ******* regarding their wine cooler. We sincerely apologize for any frustration and inconvenience experienced during the resolution process.
  We understand that a repair technician determined a replacement for the unit was necessary. We regret any delays or lack of direct communication the customer may have encountered concerning this exchange.
  We are pleased to confirm that the manufacturer has authorized the exchange of the wine cooler. The replacement product has also been successfully delivered to the authorized service provider, who is prepared to schedule the exchange.
  To facilitate this, we kindly request that the customer continue to communicate directly with the service provider to arrange a convenient appointment for the exchange of their wine cooler.
  With the exchange authorized and the replacement unit delivered to the service provider, we are confident the path to resolution is clear. AJ Madison remains fully committed to ensuring this matter is resolved.
  Should there be any further inquiries or if additional assistance is needed, the customer is encouraged to reach out to us directly at *************************.

• Initial Complaint

  Date:04/22/2025

  Type:Delivery 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.

  **** range was ordered and paid in full on 12/1/2024 with estimated 4-6 weeks before order would be shipped from *****. Currently 4/21/2025 and range has still not been shipped or delivered.AJ Madison **** basically yell at me everytime I call and tell me it's a special order. AJ Madison lied about the 4-6 week delivery time as we're currently nearing 20 weeks with no resolution in sight.

  Business Response

  Date: 04/23/2025

  Thank you for your feedback. We sincerely apologize for the delay in the delivery of your ILVE range and understand the frustration this situation has caused, particularly regarding your interactions with our customer support team.We acknowledge that your original order was placed on December 1, 2024, and that you requested a modification to a new model on December 13, 2024. At that time, we provided an estimated lead time of approximately 90 days, based on information from the manufacturer. Please note that "Special Orders" require additional confirmation which details you may experience production delays, which can impact the expected delivery timeframe.We are pleased to inform you that your range was shipped on April 23, 2025. We strive to keep our customers informed of any changes to the estimated delivery schedule and apologize for not communicating effectively in your case.Should you require any further assistance, please do not hesitate to contact us at ****************************************************************.
  

• Initial Complaint

  Date:04/15/2025

  Type:Product 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.

  On 4/4/25 I placed an order online for a Whirlpool WRF560SEHZ refrigerator for $1,978.00 on the AJ Madison website. I received the refrigerator on 4/9/25. On 4/10/25 at 1:00 pm, I called customer service and spoke with *******. I explained that I made an error in purchasing this refrigerator and asked if I could exchange it for the ** WRF560SEHZ refrigerator, which is larger in size and $715.10 more in price. ******* instructed me to take pictures of the refrigerator to show the condition and attach them to the email that she would be sending me. ******* explained that she would have to talk to management since the refrigerator was installed and I did not have the box. I asked her if she would respond to me directly with an answer and she confirmed that she would. ********* email to me did not reference our conversation at all (it appeared to be a standard formatted email), but I sent the pictures as she had instructed me to do during our phone conversation along with the information on the refrigerator we wanted in exchange. In my email, asked if the 35% restocking fee could be waived since the new refigerator is at a much higher price point. I also asked if they would still honor our military discount. ******* never responded on 4/10/25. On 4/11/25 I sent a follow up email to confirm that we were on the same page. I also forwarded images of the refigerator in my driveway without a box. If there was a box, it was not unboxed in the driveway. ******* still did not respond. I decided to wait over the weekend to see if I would receive a response from *******, which was to no avail. ******* has either dropped the ball or has chosen to ignore my email requests. I am not sure if she even presented my request to management, but she definitely did not take the time to follow up with me.

  Customer Answer

  Date: 04/16/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:03/28/2025

  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.

  I purchased a Smeg dishwasher from AJ Madison (Invoice #*********) on February 13, 2024. 4 days later, smoke started to come out of the dishwasher. When the manufacturers repair team finally inspected it (more than 2 weeks later), they found the base of the unit was cracked and confirmed the power cord and noise filter were burnt.Regardless of the burning issue, the cracked base alone proves I was sold a damaged product. *** requested a replacement, but AJ Madison has failed to provide a new unit. I am not willing to accept repairs or a refurbished appliance. I simply want a brand-new dishwasher, as I originally paid for.

  Business Response

  Date: 04/10/2025

  Dear *****,
  
  Thank you very much for taking the time to bring your concerns to our attention through the Better Business Bureau. We sincerely apologize for the difficulties you have encountered with your Smeg dishwasher. We completely understand your frustration and disappointment regarding the issues you have experienced with a malfunctioning product, and we want to assure you that we take such matters very seriously. We truly appreciate you providing your valuable feedback, as it is important to us in our ongoing effort to improve our services and ensure customer satisfaction.
  
  As an authorized dealer of Smeg products, AJ Madison is bound by the manufacturer's policies and procedures when it comes to addressing product defects and resolving any issues that may arise. We want you to know that we have been diligently communicating with Smeg to ensure that you received a satisfactory resolution to your concerns.We are pleased to inform you that Smeg's logistics team has confirmed the successful removal of your dishwasher, and we are happy to let you know that a refund in the amount of $1577.77 was issued to you on April 3, 2025. If you have any further questions or require additional assistance, please do not hesitate to reach out to us at ***************************************

  Customer Answer

  Date: 04/17/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** **** *******
  
  
  
   
  
  

• Initial Complaint

  Date:03/21/2025

  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.

  I ordered a new washer and dryer from AJ Madison which was delivered and installed by AM Trucking on February 18, 2025. To install them with the doors in the proper configuration, they placed them one foot from the wall with electric wires, water hoses, gas lines and vent all twisted and criss-crossing (one giant mess). Part of the problem was the install kit that they use is the wrong type for my house and they don't take any of that into consideration. It seems like they would bring several lengths of hoses, etc., to ensure that the installation is proper. I doubt it is even to code for my area. I complained to AJ Madison who asked that AM Trucking return and rectify the *************** Trucking returned on February 25, 2025 to reverse the washer and dryer. The installation was still a hot mess with all connections ****-crossing in every direction including water lines on top of electric cords.Beyond the hot mess, when I returned to my laundry room right after they left there was a big hole in my flooring where they had pushed the washer or dryer without lifting it. I immediately sent the pictures to AJ Madison to file a claim and they said I had to file the claim with AM ************************** *************************************** ****** NJ *****). I've sent them the required photos, estimates, NOTARIZED complaint statement a week ago and have not heard one word as to whether the documents are complete. They don't reply. They don't return calls. I accept that their process takes 30 days, but I need to know that all is in order before the estimates are no longer valid because of sale prices on flooring.This purchase has been one giant nightmare. AJ Madison says I should have know that the washer door was not reversible and that their install package was not right for my hookups.

  Business Response

  Date: 04/03/2025

  Dear *******,
  Thank you for bringing your concerns to our attention and providing your feedback. We sincerely apologize for the difficulties you experienced with our third-party delivery carrier and the delay in reaching a resolution. We understand your frustration, and we want to address each of your points clearly.
  
  Regarding Installation:
  As detailed in the installation descriptions for your items, the service included:
  "AJ Madison Washer Install (Connection to Existing Water Line Only; No modifications)"
  "AJ Madison Dryer Install (Connection to Existing Dryer Line Only; No modifications)"
  This specification means that modifications to the new units are not included.
  
  The request to reconfigure the appliance doors could not be accommodated because:
  The washer model (WM4000HBA) does not have a reversible door, as stated on the product page on our website and in the owner's manual (also available on the product page).
  
  Regarding Installation Parts:
  Appliances do not typically include installation parts from the manufacturer.
  AJ Madison offers standard installation kits to cover general installation needs.
  If your installation space requires non-standard parts (beyond what's included in our kits), it is the customer's responsibility to purchase those additional parts.
  In your case, the connection between the water and the unit required a non-standard hose length.
  
  Regarding In-Home Damage:
  We sincerely regret that your home sustained damage during the revisit for the install check.
  The in-home damage was reported to us on February 25, 2025.
  On February 28, 2025, we emailed you instructions on how to submit a damage claim, including a request to copy ********************************* on all email correspondence so we could monitor the progress and assist further.
  We apologize for our lack of follow-up. We did not receive further email communication from you regarding this issue, which prevented us from providing monitoring assistance.
  
  Current Status:
  As of today, April 3, 2025, the carrier has informed us that they have emailed you an agreement for review and response, which should lead to a prompt resolution.
  
  Please do not hesitate to contact us at ************************************** if you require any further assistance.

  Customer Answer

  Date: 04/07/2025

  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 did not ask for the doors to be reversed. I wanted the installation to be corrected to one that would pass a code inspection. I wanted a resolution to my damaged floor. AM Trucking is offering me half of estimates from 2 reputable floor companies. Rather that replacement value, they are saying it can be repaired, even though both floor companies said it cannot be repaired. Below is an email I just sent to AJ Madison cc'd to AM Trucking regarding the response to my BBB complaint as well as my response to settlement for ruining my flooring.

  I want you to be aware of how your delivery and installation company, AM Trucking, is representing AJ Madison. They hire untrained installers who twice did an obviously incompetent installation. I've been told by AJ Madison that it's my fault because I (the customer) should have known that the installation kit was wrong for my set up. In all my life, I've never heard anyone complain about the installation of their washer and dryer. I'm assuming that's because other companies bring various types of parts to suit the installation. When I show pictures of the installation to anyone, they literally gasp at what they see. With electric wires wrapped up in gas lines and water hoses, I fear for the safety of the installation and will need to hire a plumber to come and do a proper installation. I guess if I were wiser customer I would have known to hire a plumber in the first place. Your response to my BBB complaint that "the connection between the water and the unit required a non-standard hose length" does not account for the gigantic mess of water and gas hoses on top of electrical wires nor the damaged dryer vent (part of the installation kit). Further, in the response: "The request to reconfigure the appliance doors could not be accommodated". I didn't ask to reverse the doors! I asked for an installation that was to code and not a big mess.
  
  
  Further, the second time they came they TORE A HOLE IN MY FLOOR and instead of AJ Madison making good on the damage caused by the PEOPLE THAT *** CONTRACTS WITH, I've had to deal with yet another company with little regard for the customer. Phone calls are always sent to full voicemail boxes because the person is "in a meeting".
  
  
  As required by AM Trucking, I submitted 2 bids from reputable flooring companies ($1800 and $2000), photos, a detailed floor plan and a NOTARIZED complaint statement. Their response was to say they will only give me $1000, citing "depreciation" and that I can just repair the hole in the MIDDLE of my floor. By the way, both floor companies told me that it could not be repaired. All of this nonsense is meant to wear down the customer so they will give up and go away. Just so you know, the first crew buckled another area of my floor and also nicked a small chunk out of my wall. The second crew scraped the hoses across the brand new appliances several times - luckily not scratching the surfaces. I didn't complain about any of this.
  
  
  AM Trucking also brags about their "white glove" service. Wow! I guess I received the peon service! I was charged over $400 for installation, parts and taking my old appliances away. What does the "white glove" cost? But not the box! It's obvious that much of their email is a canned response with a few comments to "personalize" it for the likely hundreds and hundreds of complaints that they get. Nowhere did they apologize for ruining my floor. Nowhere did they comment on the horrible installation. Just a lot of legalize about my "purported" damage as if I made it all up.
  
  
  This is an absolute insult. AM Trucking (and by extension AJ Madison) have no respect or regard for a person's home. No respect or regard for customer's experience. ********************** should take responsibility for having ruined my floor and the very poor installation job.[Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 04/18/2025

  Thank you for reaching out to us. We want to take this opportunity to acknowledge your ongoing dissatisfaction related to the installation of your washer and dryer, as well as the damage that has occurred to your flooring as a result of this situation. We fully understand the frustration and inconvenience you have experienced with AM Trucking, the third-party delivery carrier.Please be assured that we have conducted a thorough review of all the details pertaining to this matter, including the specific issues you encountered during the installation process, the damage that has been inflicted on your flooring, and the communication that has taken place with AM Trucking. We recognize and regret that the installation process did not adhere to the professional standards that we strive to uphold, and we sincerely apologize for the damage that has occurred to your ******* regard to the damage to your flooring, we understand that AM Trucking has proposed a settlement that you find to be unacceptable. We certainly empathize with your desire to receive full replacement value for the damage that has occurred. However, it is important to note that AM Trucking, as the party that is directly responsible for the damage, is the one that manages the claims process. We want to assure you that we have urged them to expedite a resolution that is fair and *************** this point in time, we have taken all reasonable steps within our power to address your concerns regarding the installation process and to facilitate effective communication regarding the claim for the damage to your flooring. Please do not hesitate to reach out at ************************************** if you have any further questions or need additional assistance.

• Initial Complaint

  Date:03/18/2025

  Type:Billing 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 called on-line to purchase a refridgerator. The man accepted my payment but did not give his name NOR send the receipt that he said he would email. I have notified my bank to stop payment on the purchase.He did not send an account number - placed ****** pm Monday 3/17/2025.

  Business Response

  Date: 03/18/2025

  Dear *****,Thank you for bringing your concerns to our attention. We apologize for the inconvenience caused; however, the lack of email confirmation you received was due to a typographical error in the email address. We appreciate you providing the corrected email address, which has been updated in our system. A copy of your Order Confirmation has now been emailed to you.Should you require any further assistance, please do not hesitate to reach out to us at *************************************** Order Number: *********

• Initial Complaint

  Date:03/05/2025

  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.

  AJ Madison (***********************)On Sep 10, 2020, I bought a new ******-Paykal dishwasher from AJ Madison (***********************) with an extended warranty to 3 years. The ******-Paykal dishwasher comes with a ****** manufacturer warranty. I was therefore buying an extension to 3 yearsfor a total of 5 years. The contract title with ******** proposed on the AJ Madison web site is titled: "EXTENDED SERVICEAGREEMENT." However, ******** issaying that the contract starts on the date of purchase and has expired. This is obviously a scam. Never in my life does an extended warranty starts on the day of purchase. They take advantage of people with a long unreadable contract that cannot be edited. I need a refund.AJ Madison should cancel all partnership with ********. I will not buy again from AJ Madison if they don't sever their relatioship with New Leaf.

  Business Response

  Date: 03/18/2025

  *******, thank you for bringing your concerns to our attention. We would like to inform you that your New Leaf Protection Plan runs concurrently with the manufacturer's warranty. The 3 Year Protection Plan expires 3 years from the date of delivery. Please review the terms and conditions provided along with the details of your protection plan for further information. 

• Initial Complaint

  Date:03/03/2025

  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.

  purchased 2/13/25 partially delivered 2/25/25 total amount $5912.54 invoice # ********* When i ordered, the promise was that everything was going to be delivered by 21st. Only the washer and dryer were delivered on the 25th. However, the wash is broken. I was told that Ajmadison would send a technician and they never did. So I had to hire my own. My technician came out and cannot fix the washer and suggested I return my washer to the place i purchased it from because it's unfixable. I cannot get ahold of anyone at ajmadison and am now out $6000. No working washer, no pedestals.

  Business Response

  Date: 03/14/2025

  ******* thank you so much for reaching out to us and sharing your concerns regarding your recent order. We truly appreciate your feedback and the opportunity to address your situation. Below, I have provided a friendly and thorough overview of your order, along with the related **************** begin, I would like to inform you that your washer and dryer were shipped out on February 18 and successfully arrived at your location on February 25. Additionally, the remaining items from your order were shipped out on February 25 and were delivered to you on March 13.Shortly after the delivery of your washer and dryer, we became aware of an issue concerning the latch on the washer. In response to this, on February 26, we reached out to you with a friendly request for photos of the damage and the serial tag sticker. This information was intended to assist us in processing your service request; however, we did not receive a response from you at that time. On March 3, we were informed that you had purchased your own technician appointment to examine the washer. You had advised us that the technician discovered that the motherboard of the washer was broken. In order to gain a better understanding of the situation and to facilitate a resolution, we promptly requested the technician's report on March 4. Unfortunately, we have yet to receive that report.Additionally, on March 13, we were contacted by the carrier regarding another concern: there was a dent noted on one of the pedestals associated with your order. You expressed your agreement to continue with the service process, and I want to assure you that we have taken steps to process the following refunds for your convenience: a full refund for the washer installation fee, a 20% refund for the damaged washer, and a full refund for the dented pedestal that, unfortunately, cannot be repaired.Once again, thank you for your understanding and patience as we navigate these matters together. Please do not hesitate to reach out if you have any further questions or concerns. We are here to help at ****************************************************************.