Mrs. [redacted] having her microwave installed today, 3.2.16. Her wall oven comes into the warehouse today and she is set for install on that this Monday, 3.7.16 We have agreed to wave the $75 trip charge for each visit and have also given her a new in box oven at the same price she paid for the out...
of box unit she originally bought. After talking to Mrs. Lewis today, she is happy and all her issues have been addressed and taken care of for her.
Tell us why here...To whom it may concern:Investigating this situation with KitchenAid, has revealed that the dishwasher has only had one service call on it. The authorized servicer, Columbine Appliance, was out on 3/14/2018 for a service call on the spray arms not having spray pressure. ...
Notes from the servicer to KitchenAid state that they replaced motor and pump and that the unit tested properly. As the unit is still within the 1 year, manufacturer's warranty, KitchenAid is the holder of the warranty and their terms and conditions are what Appliance Factory is contractually bound to for service related issues. KitchenAid requires a 3 completed services before they will investigate and determine if they will issue a return authorization. Purchase of Appliance Factory's extended service plan would have no impact on this situation, as the issue the customer is reported to have is one that is covered by KitchenAid within their standard manufacturer's warranty. This is not a scenario in which Appliance Factory has any standing on the exchange process for the dishwasher. The unit was purchased from Appliance Factory on 9/28/2017 for $699.75 as an Out of Box unit and carries the full 1 year manufacturer's warranty through KitchenAid that a sealed in box unit would. If the customer is having ongoing issues following the service call from Columbine Appliance, KitchenAid will set up an additional service appointment(s) and resolve the situation. It is only at the discretion of KitchenAid that this unit can be deemed non repairable. The information provided to Appliance Factory is that the dishwasher was serviced and repaired, to full working order, during the service call by Columbine Appliance. Appliance Factory can help facilitate the scheduling of a new service call or the customer can schedule directly on line with KitchenAid at www.kitchenaid.com.
I verified the customer received their product via delivery on 7/23/16.I called customer on 8/30/16 and they are out of town till September second. Left message to have customer contact the store once they are back in town so we can find a resolution that works for both parties. [redacted]Appliance Factory Mattress Kingdom
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Natasha, I want to thank you for your assistance with this matter. As soon as the company received your communication,...
they contacted me and the matter is getting resolved. Please feel free to close your file. Again, thank you for your assistance in getting this moving/resolved. Enjoy your day! [redacted]
Complaint: [redacted]
I am rejecting this response because: The electrician that repaired the loose wire connection listed in his invoice of $125.00 "Further found broken staples & clamp on the power line to the oven unit pulled out to far by repair tec. without disconnecting the oven wire harness from existing junction box behind the unit". The bottom line, the last tec. (a bigger person) that worked on the oven unit on August 15th, pulled the oven out too far PERIOD. The previous tech. did not cause the problem, since we had power to the oven (almost 2 year). No matter how you cut it, Brand Appliance Repair caused the problem and they are too cheap, and don't care about the customer, to pay the $125.00 cost to repair the oven unit. I also suspect that the tec. took the photos after he did the damage to the wiring and then blamed it on the original installation.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
It looks like your appointment was moved up to 8/16. The technicians are the experts and proceed according to directions from the manufacturer. Hopefully this visit will rectify the issue.
[redacted]I do apologize greatly for the inconvenience that this situation has caused you. I understand that the store manager has communicated with you to let you know that another unit has been ordered and delivery is scheduled for this week. I will follow up with you directly to confirm the...
delivery. As always, we truly appreciate your feedback and are working to ensure this issue is fully resolved. Best Regards,[redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because:Good day,The salesman that sold us the freezer made numerous claims that our food would be covered. Not just a mere $5.00 per cubic foot as promised. We did attempt to make a claim as directed by the business and we have been unable to make any headway as of yet. We havn't even received a response from the "claim company". We did receive a "new"used unit that is currently working and we are thankful for that, but during the install of the unit one of the install people walked on and over our counter top / bench and broke it from the wall. When asked about that he just shrugged it off. We are also unsure of the status of the warranty that we had and purchased. We have been unable to get any straight answers from the company in regards to almost anything. To summarize the situation up. We have a "new"used unit in and it's working. We have a broken counter top / bench now. We are unsure of the warranty status of the unit. Some very basic answers and communication would be nice. It has taken them almost 30 days to respond to just this request and we have yet to receive and direction from them in regards to our concerns directly.
Sincerely,
[redacted]
Dear [redacted], We have been made aware that [redacted] has spoken with you to address all remaining issues. The refrigerator and your washer are all set and per the conversation you had with [redacted] the $35.00 will be taken care of, in addition the 5 and 10 year major components have been added. We hope this resolves all remaining issues and/or concerns you had. If you require anything or have any questions please feel free to contact us. Thank you.
Initial Business Response /* (1000, 9, 2015/09/25) */
Came to a positive resolution with the customer. Customer was satisfied with the concession for having an item that had a cosmetic blemish on it as per our open box pieces and policy. The customer is satisfied with out resolution.
Complaint: [redacted]
I am rejecting this response because:the store contacted me and promised to call back no later than Monday...
2/29 to confirm the handle had been ordered. They did not call back and my call to them was not returned. This pathetic and unprofessional communication has been the problem for 5 months: - promising to order the part but never confirming the order or initiating contact with me. the time has passed to replace the handle and is now like the unit replaced
Sincerely,
[redacted]
February 1, 2016 Denver/Boulder Revdex.com 1020 Cherokee Street Denver, CO 80204 Attn: Stephanie Sudduth RE: [redacted] Ms. Stephanie Sudduth, Thank you for forwarding the letter to us from Mr. [redacted]. The letter stated he has...
difficulty getting his repair completed, a manager would not call him back and he wants a Saturday call. I have investigated the issues and reviewed the service. We received a request for service on an Samsung range stating the right rear burner will not heat on 12/02/15. The element was prescreened and ordered. Part was received on 12/07/15, we called and left message with the consumer to schedule on 12/07/15, 12/08/15, 12/09,15, 12/10/15, 12/11,15, 12/12,15 and 12/14/15. The message left on 12/14/15 informed the consumer we were going to cancel service request. We scheduled with consumer on 12/15/15 for 12/21/15. On 12/21/15 we installed the new element, this did not resolve the issue, technician diagnosed unit needed a new switch. Part was ordered. Part was received on 12/29/15, we called and left message with consumer to schedule on 12/29/15, 12/30/15, and 12/31/15. We scheduled with consumer on 01/04/16 for 01/11/16. Consumer called in and added a 2nd appliance, rescheduled for 01/15/16. We replaced the switch, this did not resolve issue. Technician identified an issue with the wiring harness. The wiring harness could not have been diagnosed until the previous repairs were finished. Part was ordered. Part received on 01/21/16, we called and scheduled on 01/22/16 for 02/01/16. Consumer was informed would receive a call on Saturday between 1:00 and 2:00pm with a time frame for 02/01/16. The scheduled time frame was between 3:00 and 5:00pm. On 02/01/16 the consumer called in and stated could not make the time frame, had a house closing. I offered an AM appointment on 02/04/16, consumer declined. She then requested we keep the 3:00 to 5:00pm time frame and to schedule as close to end of day as possible. I acknowledged. I received a phone call from the technician stating he had a medical issue and would not be able to keep his route. I called the consumer and left a message we would not be completing and to call us to reschedule. At this time the consumer does not have a scheduled appointment. With reference to our website providing Saturday hours, those hours are in reference to the office open not technician availability. I apologize for any inconvenience this has caused Mr. [redacted]. Brand Source Services continues to refine and update it’s policies and procedures to provide the customer with above satisfactory service. Sincerely, Merlyn Ballou Brand Source Services
I am sorry that the customer's Samsung refrigerator had so many service issue and was not cooling for her. With the unit being over 1 year old, the unit falls under the extended warranty with Product Protection Plus. The warranty company authorized us, Appliance Factory, to only replace the...
unit with the GE model GFE28HGHBB. Once she refused this unit on delivery I personally talked to the warranty company about authorizing the same unit she origianlly purchased. Our purchasing department found one we had in stock that was an A- quality. The Return Authorization department called her on 2-9-16 to inform her that we now have the exact same model to replace her old unit with. And for her to call back to set up for delivery. She was called again today, 2-23-16 and is now set up for delivery this coming Monday 2-29-16.
Complaint: [redacted]You have received no letter in regards with intent to litigate and you will not so this claim that we are currently under legal action is false (but this is not surprising given how many other falsehoods you have expressed; my personal favorite is that my one-year-old son is now a PLUMBER!! He is VERY TALENTED). While we had a letter drafted, life is too short to fight with you in court.We have contacted our insurance (as of 9/22, not immediately following the flood as you implied in your previous message). Frankly, I don't have time or energy to deal with this further and I have no interest in interacting with your company further. You make the world a worse place. And that is sad.I will continue posting videos/images to social media and dissuading the community from interacting with your business. I have also submitted all video and photographic images, correspondence, and interaction with investigative journalists in the state and all news entities.I have a large community of friends and family here; I am a native. You lost the business of each and every one of them.Sincerely,
[redacted]
We are truly sorry that our associate made a mistake in the ordering process of this fridge. Because of the mistake we have refund $400 back to [redacted] which is what he was asking for to keep his current fridge. We also offered to return the wrong fridge and deliver the one he wanted while paying the market price for it. We have worked very hard as you can see to rectify this with this customer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
We are sorry to hear about this situation and apologize for the delay in responding back to Ms. [redacted] on this complaint. We have been trying to reach Ms. [redacted] via phone to resolve the matter and will update once we have reached a resolution.
Dear Mr. [redacted], In response to your complaint we have contacted the manager of our delivery department to move things around to get your delivery out as soon as possible. The delivery is now complete and we have addressed/resolved all concerns listed in your complaint. Thank you. [redacted]...
Mrs. [redacted] having her microwave installed today, 3.2.16. Her wall oven comes into the warehouse today and she is set for install on that this Monday, 3.7.16 We have agreed to wave the $75 trip charge for each visit and have also given her a new in box oven at the same price she paid for the out...
of box unit she originally bought. After talking to Mrs. Lewis today, she is happy and all her issues have been addressed and taken care of for her.
Tell us why here...To whom it may concern:Investigating this situation with KitchenAid, has revealed that the dishwasher has only had one service call on it. The authorized servicer, Columbine Appliance, was out on 3/14/2018 for a service call on the spray arms not having spray pressure. ...
Notes from the servicer to KitchenAid state that they replaced motor and pump and that the unit tested properly. As the unit is still within the 1 year, manufacturer's warranty, KitchenAid is the holder of the warranty and their terms and conditions are what Appliance Factory is contractually bound to for service related issues. KitchenAid requires a 3 completed services before they will investigate and determine if they will issue a return authorization. Purchase of Appliance Factory's extended service plan would have no impact on this situation, as the issue the customer is reported to have is one that is covered by KitchenAid within their standard manufacturer's warranty. This is not a scenario in which Appliance Factory has any standing on the exchange process for the dishwasher. The unit was purchased from Appliance Factory on 9/28/2017 for $699.75 as an Out of Box unit and carries the full 1 year manufacturer's warranty through KitchenAid that a sealed in box unit would. If the customer is having ongoing issues following the service call from Columbine Appliance, KitchenAid will set up an additional service appointment(s) and resolve the situation. It is only at the discretion of KitchenAid that this unit can be deemed non repairable. The information provided to Appliance Factory is that the dishwasher was serviced and repaired, to full working order, during the service call by Columbine Appliance. Appliance Factory can help facilitate the scheduling of a new service call or the customer can schedule directly on line with KitchenAid at www.kitchenaid.com.
I verified the customer received their product via delivery on 7/23/16.I called customer on 8/30/16 and they are out of town till September second. Left message to have customer contact the store once they are back in town so we can find a resolution that works for both parties. [redacted]Appliance Factory Mattress Kingdom
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Natasha, I want to thank you for your assistance with this matter. As soon as the company received your communication,...
they contacted me and the matter is getting resolved. Please feel free to close your file. Again, thank you for your assistance in getting this moving/resolved. Enjoy your day! [redacted]
Complaint: [redacted]
I am rejecting this response because: The electrician that repaired the loose wire connection listed in his invoice of $125.00 "Further found broken staples & clamp on the power line to the oven unit pulled out to far by repair tec. without disconnecting the oven wire harness from existing junction box behind the unit". The bottom line, the last tec. (a bigger person) that worked on the oven unit on August 15th, pulled the oven out too far PERIOD. The previous tech. did not cause the problem, since we had power to the oven (almost 2 year). No matter how you cut it, Brand Appliance Repair caused the problem and they are too cheap, and don't care about the customer, to pay the $125.00 cost to repair the oven unit. I also suspect that the tec. took the photos after he did the damage to the wiring and then blamed it on the original installation.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
It looks like your appointment was moved up to 8/16. The technicians are the experts and proceed according to directions from the manufacturer. Hopefully this visit will rectify the issue.
[redacted]I do apologize greatly for the inconvenience that this situation has caused you. I understand that the store manager has communicated with you to let you know that another unit has been ordered and delivery is scheduled for this week. I will follow up with you directly to confirm the...
delivery. As always, we truly appreciate your feedback and are working to ensure this issue is fully resolved. Best Regards,[redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because:Good day,The salesman that sold us the freezer made numerous claims that our food would be covered. Not just a mere $5.00 per cubic foot as promised. We did attempt to make a claim as directed by the business and we have been unable to make any headway as of yet. We havn't even received a response from the "claim company". We did receive a "new"used unit that is currently working and we are thankful for that, but during the install of the unit one of the install people walked on and over our counter top / bench and broke it from the wall. When asked about that he just shrugged it off. We are also unsure of the status of the warranty that we had and purchased. We have been unable to get any straight answers from the company in regards to almost anything. To summarize the situation up. We have a "new"used unit in and it's working. We have a broken counter top / bench now. We are unsure of the warranty status of the unit. Some very basic answers and communication would be nice. It has taken them almost 30 days to respond to just this request and we have yet to receive and direction from them in regards to our concerns directly.
Sincerely,
[redacted]
Dear [redacted], We have been made aware that [redacted] has spoken with you to address all remaining issues. The refrigerator and your washer are all set and per the conversation you had with [redacted] the $35.00 will be taken care of, in addition the 5 and 10 year major components have been added. We hope this resolves all remaining issues and/or concerns you had. If you require anything or have any questions please feel free to contact us. Thank you.
Initial Business Response /* (1000, 9, 2015/09/25) */
Came to a positive resolution with the customer. Customer was satisfied with the concession for having an item that had a cosmetic blemish on it as per our open box pieces and policy. The customer is satisfied with out resolution.
Complaint: [redacted]
I am rejecting this response because:the store contacted me and promised to call back no later than Monday...
2/29 to confirm the handle had been ordered. They did not call back and my call to them was not returned. This pathetic and unprofessional communication has been the problem for 5 months: - promising to order the part but never confirming the order or initiating contact with me. the time has passed to replace the handle and is now like the unit replaced
Sincerely,
[redacted]
February 1, 2016 Denver/Boulder Revdex.com 1020 Cherokee Street Denver, CO 80204 Attn: Stephanie Sudduth RE: [redacted] Ms. Stephanie Sudduth, Thank you for forwarding the letter to us from Mr. [redacted]. The letter stated he has...
difficulty getting his repair completed, a manager would not call him back and he wants a Saturday call. I have investigated the issues and reviewed the service. We received a request for service on an Samsung range stating the right rear burner will not heat on 12/02/15. The element was prescreened and ordered. Part was received on 12/07/15, we called and left message with the consumer to schedule on 12/07/15, 12/08/15, 12/09,15, 12/10/15, 12/11,15, 12/12,15 and 12/14/15. The message left on 12/14/15 informed the consumer we were going to cancel service request. We scheduled with consumer on 12/15/15 for 12/21/15. On 12/21/15 we installed the new element, this did not resolve the issue, technician diagnosed unit needed a new switch. Part was ordered. Part was received on 12/29/15, we called and left message with consumer to schedule on 12/29/15, 12/30/15, and 12/31/15. We scheduled with consumer on 01/04/16 for 01/11/16. Consumer called in and added a 2nd appliance, rescheduled for 01/15/16. We replaced the switch, this did not resolve issue. Technician identified an issue with the wiring harness. The wiring harness could not have been diagnosed until the previous repairs were finished. Part was ordered. Part received on 01/21/16, we called and scheduled on 01/22/16 for 02/01/16. Consumer was informed would receive a call on Saturday between 1:00 and 2:00pm with a time frame for 02/01/16. The scheduled time frame was between 3:00 and 5:00pm. On 02/01/16 the consumer called in and stated could not make the time frame, had a house closing. I offered an AM appointment on 02/04/16, consumer declined. She then requested we keep the 3:00 to 5:00pm time frame and to schedule as close to end of day as possible. I acknowledged. I received a phone call from the technician stating he had a medical issue and would not be able to keep his route. I called the consumer and left a message we would not be completing and to call us to reschedule. At this time the consumer does not have a scheduled appointment. With reference to our website providing Saturday hours, those hours are in reference to the office open not technician availability. I apologize for any inconvenience this has caused Mr. [redacted]. Brand Source Services continues to refine and update it’s policies and procedures to provide the customer with above satisfactory service. Sincerely, Merlyn Ballou Brand Source Services
I am sorry that the customer's Samsung refrigerator had so many service issue and was not cooling for her. With the unit being over 1 year old, the unit falls under the extended warranty with Product Protection Plus. The warranty company authorized us, Appliance Factory, to only replace the...
unit with the GE model GFE28HGHBB. Once she refused this unit on delivery I personally talked to the warranty company about authorizing the same unit she origianlly purchased. Our purchasing department found one we had in stock that was an A- quality. The Return Authorization department called her on 2-9-16 to inform her that we now have the exact same model to replace her old unit with. And for her to call back to set up for delivery. She was called again today, 2-23-16 and is now set up for delivery this coming Monday 2-29-16.
Complaint: [redacted]You have received no letter in regards with intent to litigate and you will not so this claim that we are currently under legal action is false (but this is not surprising given how many other falsehoods you have expressed; my personal favorite is that my one-year-old son is now a PLUMBER!! He is VERY TALENTED). While we had a letter drafted, life is too short to fight with you in court.We have contacted our insurance (as of 9/22, not immediately following the flood as you implied in your previous message). Frankly, I don't have time or energy to deal with this further and I have no interest in interacting with your company further. You make the world a worse place. And that is sad.I will continue posting videos/images to social media and dissuading the community from interacting with your business. I have also submitted all video and photographic images, correspondence, and interaction with investigative journalists in the state and all news entities.I have a large community of friends and family here; I am a native. You lost the business of each and every one of them.Sincerely,
[redacted]
We are truly sorry that our associate made a mistake in the ordering process of this fridge. Because of the mistake we have refund $400 back to [redacted] which is what he was asking for to keep his current fridge. We also offered to return the wrong fridge and deliver the one he wanted while paying the market price for it. We have worked very hard as you can see to rectify this with this customer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
We are sorry to hear about this situation and apologize for the delay in responding back to Ms. [redacted] on this complaint. We have been trying to reach Ms. [redacted] via phone to resolve the matter and will update once we have reached a resolution.
Dear Mr. [redacted], In response to your complaint we have contacted the manager of our delivery department to move things around to get your delivery out as soon as possible. The delivery is now complete and we have addressed/resolved all concerns listed in your complaint. Thank you. [redacted]...
[redacted]Appliance Factory Customer Service
We apologize for the delayed response and the inconvenience. We have completed the stacking of the washer and dryer. Thank you!