Complaints

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I can not get them to answer a phone. They want to email. I purchased a stove a year ago. The warenty is through them. I have been with out a stove now for four weeks. They had a company to look at it. They came today put on the part. That was not the problem. So they think it is this other part. Which will take two week for them to get. i have sent production protection emails no reply. I call just get the answering machine. Have not returned my calls. I want my stove replaced. What can I do?

  Business response

  02/03/2023

  We are following up with the service provider and seeing what else was needed or ordered to give an update to the customer. 

  Customer response

  02/03/2023

   
  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

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I have a warranty for my appliance with this company. I have attempted to email (3 times) and I have left 4 voicemails. I have not received any response. The store where I bought my appliance says I have coverage and I must seek help through this company. They do not answer the phone and do not respond to massages.

  Business response

  02/03/2023

  We will be reaching out to the customer today. It looks like the processes to find a service provider has begun. 

  Customer response

  02/03/2023

   
  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,
  
  *****************************

  Customer response

  02/24/2023

   
  Complaint: 18884903
  
  I am rejecting this response because:  I have tried to have my warranty honored by this company, its been over 30 days, I have left 10 voicemails, on 2 different numbers and I have never received a call back- My refrigerator is broken and under warranty and this company is refusing to honor the contract I verified I have with the seller where I purchased the appliance
  
  Sincerely,
  
  *****************************

  Business response

  02/24/2023

  The customers have been updated on the status from the Service Provider. The unit was diagnosed and parts were ordered. We received a follow up for the *************** and the customer is scheduled to complete the repair. We have to wait to get the follwing information for the *************** before informing the customer. 

  Customer response

  02/24/2023

   
  Complaint: ********
  
  I am rejecting this response because: I was lied to about the service. I was told by this warranty company the part i need to fix my fridge was in stock and available, (see attachment)  I was also told ********************* had scheduled a time to come repair my appliance, but when i spoke to ********************* today I was told the part is on back order and this appliance is highly defective hence the back order of the part. The time frame given was 6 to 12 weeks minimum. I been trying to get my warranty service since 1/25 ( see case ********) I have lost hundreds of dollars in food, I have been with out a fridge for weeks, none of my emails to your company are addressed until I filed with BBB, I was lied to in text from your company I have attached screenshot- I am looking to take legal action if I can not get a replace unit because your company can not fulfill the warranty I purchased in a reasonable amount of time. I am also prepared to fill all my social media outlets with screenshots and emails documenting this experience. I am requesting a replace refrigerator as the warranty can not be fulfilled in a reasonable time. I can not wait 12 weeks for a working appliance when I have paid for a warranty. I am requesting a response from owner. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 8/12/20 we purchased a GE washer from Appliance Factory in *********** *******. They sold ** and extended warranty which was to start when the manufacturer warranty ended. It was stated that it would repair it and if they couldn't repair it they would replace it. Our manufacturer warranty expired on 8/03/21. On Dec 18 2022 our washer quit. After several weeks they finally got a service guy out and figured out the problem. They service company submitted the paperwork to them and and they said that it was more then they paid for repairs. After another week they sent me an email and said the my unit looses value every day it is in my home and with the deprecation my washer was only worth $480.00. The unit we bought was $989.99. They said at this time there was nothing at any of the Appliance Factory stores that was in the price range so they would be issuing me a store credit. I spoke with the store and they have never heard of that policy before and agreed it did not sound right. They did tell me they thought they changed warranty companies. They suggested that I have a long conversation with them. I have tried reaching back out to them but they have not answered my calls or emails. They sold me an extended warranty that they had no intentions of ever honoring and are probably still selling. I priced the parts that the repairman thought was the problem. I could buy them for $136.42. Not sure what the service call would have been.

  Business response

  01/31/2023

  Buy outs information is stated in the terms & conditions on Product Protections Plus website ********************************************* a buy is given when repairs exceed the value of the unit is calculated on a basis on how long the customer has had it in there possession on a yearly basis when a policy is active. All retail stores who sell the policy are educated on this. Material is given out through the retail stores as well.

  Customer response

  02/06/2023

   
  Complaint: 18870974
  
  I am rejecting this response because: The warranty they sold me starts to deprecating my machine as soon as I buy it. So after my factory warranty expired my machine had already deprecated so they were never going to fix or replace anything. The employees some had been there over three years had never heard of that on this warranty. Appliance Factory contacted me on Jan 24th to offer me the store credit or a refund on the warranty. I chose the refund for the warranty. She told me she would have to check into the process of doing that and would get back to me. Have not heard anything since. I spoke to her about the employees not knowing about the warranty and was told that they would be conducting a training secession to inform them. I have got the repair scheduled and the cost for that was $250.00. They need to follow thru and refund me the warranty like they said they would do.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  06/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a refrigerator from Appliance Factory that was delivered in May of 2021. A few months later it needed mfg. warranty repairs. The repairs were made but a month or two later the unit broke again as a result of the same issue as the first time. Several months passed (by then the mfg. warranty had expired) when I was finally contacted by Appliance Factory to let me know that my refrigerator could not be repaired and I would need to select another one. That model has been discontinued so I am not able to get an even exchange. I have been told that I will not be issued a refund as well as not receive any money back if I were to purchase a less expensive unit. I also purchased an extended warranty for the refrigerator and have been told that money is non refundable and non transferable.

  Business response

  06/14/2022

  This is not Service related.  According to S00125319-EX, this was a manufacturer exchange

  Thank you,
  
  Appliance Factory & Mattress Kingdom
  www.appliancefactory.com
  
  

  Customer response

  06/15/2022

   
  Complaint: 17416304
  
  I am rejecting this response because: Agreed, it  should be an even exchange, but the appliance is no longer being made. I cannot do an even exchange because that model is no longer available.  I purchased an extended warranty which was never able to be utilized because the unit broke before *******. warranty expired .  I would like a full refund for all costs pertaining to the refrigerator including the extended warranty.

  
  

  ****

  Customer response

  06/19/2022

  I was only given an email address of ******************************* for the warranty company.  I sent a request for additional information regarding the warranty but have not heard back yet.

  Below is the info I received from

  S00125319-EX #********* *****
  Good afternoon,

   I asked your extended warranty if they were able to pay you back the money for the extended warranty you purchase for your fridge and they said no, here's their email ******************************* 
  If you would reselect a fridge that is less then the credit you're getting offered and whatever is left getting back to you that would be all up to the store where you purchase it.
  If you have any other questions please let me know.
  Best Regards
  Returns Team
  Authorized Returns Team
  Hours: 8a-4p M-F
  Office:720.974.2778Thank you for your patience; in this process

  Business response

  06/28/2022

  The customer has been spoken to.  The customer understands that he will be receiving full credit for his PPP policy along with the credit that the manufacturer has issued for his replacement. The customer was upset because he states that a store representative stated that if he selected a cheaper unit, he would not receive a refund for the difference in cost.  The customer has been advised of the proper procedure for reselecting and will be going into an AFMK location of his choosing to select a new unit.  He understands if the unit selected is more than the credit, he will need to pay the difference in cost.  
  
  Thank you,
  Trina 
  

  
  

  Customer response

  06/28/2022

   
  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

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased JennAir wall oven/microwave combo 3 years ago, including 4-yr **************** Plan. Stopped working with stuck/shorted key error F2E1 a year ago. Repairman from Brand Source has been in my house 4 times to "repair" unit. First time, it took months to get a replacement part, only to discover it was damaged in shipment. Second time the part was not the right part. Third time, he replaced the suspect control panel board, but later we discovered it was not the right part either - didn't have some major functionality (wouldn't run microwave). The next week he came out for a fourth time to reinstall the original control panel board, which worked OK for a while but has died again with the F2E1 error again. In the past we have sometimes been able to clear the error by cycling power (toggle breaker) but that hasn't worked in months. I called Brand Source a while back to see what was happening - they directed me to ******************************** The "info" said that our unit had only been serviced once in the last year, but it hasn't worked 100% in the last year.. "info" said our unit is repairable (he said 'not unrepairable') - OK , repair it!.. ASAP! we haven't had a working oven or microwave for months during the past year! "info" offered an ETA on the replacement part, but never provided, even after several subsequent requests. Whole situation is unacceptable - waiting a year for repair! Still not repaired! We bought entire kitchen matching JennAir appliances - dishwasher, cooktop, refrigerator, and wall oven/microwave at the same time from Appliance Factory. This thing oven/microwave needs to be repaired immediately or replaced with same model JennAir unit.

  Business response

  04/07/2022

  We have reached out to the manufacturer on this issue. We do not have a good ETA to provide the customer. We have reached out a few times about the parts issue and the back order status. Initial part has came in damaged and the sub part had the wrong connections. I have reached out to WHP/JEN again about the parts status. PPP has also been notified about the parts issue. 

  Customer response

  04/11/2022

   
  Complaint: 16955041
  
  I am rejecting this response because:

  The response is essentially the same story Ive been hearing for a YEAR. The situation here is really simple I paid a lot of money,for something I didnt get, a working Jenn-Air microwave/wall oven combo.Keyword here is working, which it hasnt been in a calendar year! I dont know who is liable in this situation, PPP, Brand Source, Appliance Factory, or whoever, but I know Im not. I paid the money and dont have anything to show for it now! I have had a prime rib in the freezer for over a year that I cant ****! This has been a real hardship on my family for months! How many of you could live comfortably without a microwave AND an oven, for months? ..many months! The *** that was sold to me was supposed to ensure that I would have a working microwave/oven for at least 4 years from when I purchased the unit. That has not happened. So, here is what needs to happen for my satisfaction: 1) Repair my unit now I wont wait for another year just to get the wrong part again (by the way, I dont know what part you all are waiting for because the last I heard from Brand Source months ago was that the original control panel part could not be ordered not in the parts inventory, no such number); 2) Replace my unit with a new, working, Jenn-Air microwave/wall oven combo; 3)Refund my full purchase price for the unit, including the *** amount I paid for the non-service I have had 4 times (also, reaching out is not what I call service).Take your pick...

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

  Business response

  04/21/2022

  We have asked for updates on the manufacturer's end on the part needed for the repair. They are aware of the issues and have one on process for us alongside my original order. My original order is still on backorder. I have also requested PPP to review this on their end as well. I do apologize for the issues the manufacturer is causing, This has impacted my business as well in effectively servicing my customers. 

  Customer response

  04/27/2022

   
  Complaint: 16955041
  
  I am rejecting this response because:

  1) Lack of parts is the same as a lack of tools, or a lack of expertise, or some other lack - you shouldn't contract to perform a service that you can't perform.

  2) Lemon laws allow for a reasonable number of repair attempts, but they don't allow an unlimited amount of time for those repairs. I'm sitting here over a year without a working oven/microwave - more than a year!!?? ..be reasonable. I can't live comfortably without the oven and microwave I paid a lot of money for..

  3) I called PPP to request service, as it states in my service contract, but the number for service just plays a recording that instructs you to send email.. not what the contract says. ??

  4) I request repair or replacement.

  5) If repair or replacement is not possible, then I need a full refund for my unit, so I can go buy something that works!! A $5000 boat anchor doesn't do me any good, since I don't have a boat..

  6) Non-satisfaction will initiate my only other option, that of litigation - I am quite comfortable with having to explain this situation from my perspective in a court.

  Come on, people, the first contact I had with you guys was 8 months! after I called for service the first time!! It's been 5 months! since the last time anyone came out!! My patience is wearing thin and my wife's patience is already out the window.. help me out here!

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

  P.S.: I will be looking forward to posting glowing reviews for all parties concerned..
  

  Business response

  05/17/2022

  We have requested PPP to replace this unit. JennAir still has not gotten the part after several requests.
  
  Thank you,
  
  Appliance Factory & Mattress Kingdom

  Customer response

  05/20/2022

   
  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,
  
  *************************

*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. ↩