Business Profile

Major Appliance Services

Appliance Factory & Mattress Kingdom

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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

122 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:11/19/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Back in May I but a used washer/dryer set and got the extended warranty. Almost instantly the washer failed. They replaced it with another used washer that failed immediately they replaced it and improperly installed it and flooded my laundry room. It also was filthy and smelled horrible. They then offered me a new floor model. It never worked! I was told its Maytags problem now. I need them to stand by their products and fix this.
Business Response
Date: 11/20/2023
BBB Team,

Thank you for bringing this to our attention.
Rest assured that this will be reviewed.

Thank you.
Customer Answer
Date: 11/21/2023
At this point the problem has been resolved.
Initial Complaint
Date:10/30/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a washer and dryer in September . The dryer didnt work out of the box . Contacted the company I purchased it from and they told me I had to contact the manufacturer. It took about a week to get a service tech out to repair the new dryer . He was unable to repair it at which point I called appliance factory back to get it replaced and they said the return policy is only active for a week and that theres nothing they could do about it . They have been continuously rude and not helpful in any way . I have had to have a technician out to work on the dryer 3 times with no resolution. They have now informed me that they have to come out again and replace the same parts that have already been replaced. This will not fix the issue . Havent been able to use the dryer even 1 time with our issue and they continue to say they have nothing to do with it being broken .
Business Response
Date: 11/03/2023
BBB Team,

We appreciate you bringing this complaint to our attention.
Rest assured that this will be reviewed.

Thank you.
Initial Complaint
Date:10/25/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a brand new washer and dryer. The washer had to be ordered. The dryer was delivered on Saturday, October 21.
The dryer has malfunctioned and no heat is generated to dry my clothes. I have went to the appliance factory twice and I am getting the runaround on getting it fixed replaced or my money back. It is still under warranty and I’m not sure what my next options are now.
Business Response
Date: 10/30/2023
Ms. ****** was advised at the point of purchase and again as soon as she called that the product was covered by the manufacturer ***) for the first year after purchase. We received a call from Ms. ****** about the dryer on a Sunday and we advised her that she would need to contact **. She came to the store on Monday wanting to know why she had not heard from **. We explained that if she called them it was generally 48 to 72 hours before ** would respond. She called again on Tuesday and the Asst. Manager contacted ** and requested a service contact from ** with Ms. ******. Ms. ****** received a confirmation number from ** regarding the service call. It is our understanding that ** was to contact Ms. ****** to do troubleshooting and/or schedule a service call to inspect the dryer.
Customer Answer
Date: 11/05/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 20777965, and find that this resolution is satisfactory to me.

Sincerely,

Cheryl ******
Initial Complaint
Date:10/16/2023
Type:Delivery 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 a dented "out of the box" fridge on Aug 15. It supposedly had all parts but when finally delivered, it was missing shelves in freezer. I have initiated 11 inquiries about the missing shelf since August 24 delivery. Manager, *******************************, was the sales person. Each time I've called I get a different story and finger pointing at another employee. Last "line" was fridge manufacturer was shipping shelf to me direct. Never happened. Always excuses and promises to phone back updates but never have received any calls from them re the shelf. I would like the part provided that's missing and a refund of the delivery hand carry fee since it was delivered to my garage from their truck parked in my driveway. ******** lead didn't ask me to sign anything - paperwork was still in fridge! I would like a 10% refund on total price of fridge for the inconvenience and the misleading and lack of expected customer **********************. I see other complaints seem the same about lack of follow up. I also phoned the President's ******* on Oct 9 and advised the issue and said I'd file BBB report if didn't get response by Oct 13. Of course, no response. Paid $500.53 for fridge (small size Whirlpool) and $108.98 in delivery and carry in fees. They were told fridge was not delivered inside and old fridge was picked up in garage as well- took delivery less than 6 minutes total.
Business Response
Date: 10/17/2023
Hi BBB Team,

Thank you for bringing this to our attention.
Rest assured that this will be reviewed.

Thank you.
Customer Answer
Date: 10/20/2023

Complaint: 20739305

I am rejecting this response because: it has not defined a solution other than it will be addressed. NO ONE has reached back to me after 10 initiated phone calls from late August to October. That's not acceptable. It's the same push off they always give. ********** has over 150 complaints with much the same problem. There is never follow up. Even the President's ******* never phoned back.

Sincerely,

*******************
Customer Answer
Date: 11/13/2023
The company finally did hand deliver the missing shelf for the refrigerator. The recorded telephone message from ****** said a 10% refund would be sent. To date I have not received it. I agreed to remove the complaint when the **** resolution is realized (still missing the rebate and the 10% refund).
Customer Answer
Date: 11/20/2023
This to advise that this complaint has been resolved. The missing shelf was finally delivered and the District Manager authorized a 10% refund for the issues connected with this sale. We can close this complaint as resolved to my satisfaction. Thank you.
Initial Complaint
Date:10/16/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 09/25/23 i purchased a GE refrigerator and GenAire dishwasher from the appliance factory store on ***************************,denve,colorado. i picked out one on the showroom floor and specified the refrigerator was to be white and there would not be an icemaker in the freezer. i was assured that was ok and no problem. when i had gotten through with the transaction the salesman told me the warehouse did not have it in white, only slate. since this was a second fridge going in my basement i said the color was ok. the clerk completed the transaction and said both items would be delivered the following tuesday and the warehouse would contact me monday with a two hour window for delivery. i received the phone monday night and just an hour before delivery the sales rep called and said there was no slate colored fridge and the only one they had was black. i was not happy with the color or timing but needed the fridge so i said as long as it was in excellent shape and did not have an ice maker to go ahead and bring it. I was assured this fridge was an upgrade and did not have an ice maker.delivery men brought the fridge which was heavily taped with industrial strength tape making it difficult to see much. i noticed a small dent in the side bur didnt think much about it. the worker handed me the papers and said sign here which i did because i had been promised this was the same fridge i had purchased only an upgrade. as i removed the tape it was clear the fridge was heavily damaged with a number of dents and one on the door that looked as if it had been hit with an axe. further inspection showed that there was an icemaker even though i had been told an hour earlier there was not one. clearly this is a case of bait and switch and appliance factory saw a chance to unload an old fridge that no one would buy. i immediately called the manager to demand the fridge which i paid for be delivered and the black one be taken back. i was informed company did not permit that since i accepted the machine. Two points: i did not receive the machine i purchased so i should not be responsible for their errors. This seems like a case of fraud if a company does not deliver what a customer has paid for. clearly the machine is worthless as it stands now and i will have to buy another one. I have called the presidents hotline which is supposed to help settle customer complaints but have never received a return call. manager says she is working on it
Business Response
Date: 10/17/2023
Hi BBB Team,

Thank you for bringing this to our attention.
Rest assured that this will be reviewed.

Customer Answer
Date: 10/20/2023

Complaint: 20738873

I am rejecting this response because:I have never been contacted by the business owners. The store manager and salesperson are the only ones I have spoken and they say that they have explained the problem but nothing is done.

Sincerely,

*************************
Business Response
Date: 10/30/2023
Hi BBB Team,

Thank you for raising this rejection message from the customer. This complaint is still under review.

Thank you.
Customer Answer
Date: 11/07/2023
I am awaiting delivery of a replacement refrigerator which I was told would be tomorrow NOVEMBER 8. However it was supposed to be delivered last Friday but wasnt and then was rescheduled for Nov. 6 but did not arrive. If it is delivered tomorrow as promised for third time and is in good shape I will withdraw my complaint but not until then.
Initial Complaint
Date:10/03/2023
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.
We were out looking for a a break freezer I was told about this place appliance factory mattress Kingdom that it was a good place!Once we got home we plugged it in and is recommended by the company don't open the door for about 3 hours let it do its thing We did that Open the door it was warm fan was running but it was warm so I waited a week left the door closed You could cook a turkey inside It was still warm. I told us it was new and was just out of the box It was damaged pics of paint small dents and dings That was okay with us I had to call a repairman out because it wasn't doing like a freezer is supposed to do It would not freeze It would not get cold and the repairman told us it was cleaned up but there's corrosion in there and it was not a new product It was a used product and they did not tell us it was used or on the form does it say it was used It was basically told to us verbally it was new so better business bureau the ball is in your court would like to see a full refund maybe 20% extra for stress and anguish is caused on me My blood pressure They even sold it to me as I'm a veteran and they took advantage of me I'm a senior citizen and a veteran and they took advantage of me and my wife please help us
Business Response
Date: 10/04/2023
Hi BBB Team,

Thank you for bringing this to our attention. Rest assured that this will be reviewed.

Thank you.
Customer Answer
Date: 10/05/2023

Complaint: 20693276

I am rejecting this response because: it's not fair that they sold us a used freezer nothing on our paper work said is was used, the sales rep never said a word it was used.
Please help how many others bought new but they are used? That's just a question?
I'm waiting for my son to send me pictures he took when the service tech had the service panel off.
The company in question should cut a check for the full amount paid and send a truck to pick it up. We will not buy anything from them again!

Sincerely,

******* & *************************
Business Response
Date: 05/23/2024
Hello ******* & ******,
Thank you for sharing your experience. Customer satisfaction is very important to us.
Our management team has been trying to reach you but has been unable to make contact.
Please let me know how I can further be of service in resolving this matter.
Thank you,
********************************************
Corporate Operations Manager
Initial Complaint
Date:10/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i bought vent hood for my kitchen but same day try to install but old one need little fixer go right back but they refuse to give my money back i call bbb i call atterney genral office too
Business Response
Date: 10/03/2023
Hi BBB Team,

Thank you for bringing this to our attention. We will review this feedback.

Thank you
Initial Complaint
Date:09/27/2023
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.
On 9/7/23 I made a purchase of a washer and dryer that was to be delivered on 9/13/23. The delivery never came.I was told it would come the the following Wednesday. THAT never came. Was told they would have to switch the washer dryer set and we scheduled delivery for 09/27/23. THAT delivery never came. Had a call from the delivery company in the morning confirming everything to be delivered between 2 and 4. Quarter to 4 I call the delivery number and they are running late. Then I call the store and am told it has been cancelled, they don't know why.NOBODY is capable of getting anything done...you can't talk to any "managers" except for ****** who can't handle her job and drops F bombs when she thinks she has hung up with the customer.NO ONE will fix the issue and NO ONE is making this a priority.
Business Response
Date: 10/09/2023
Hi BBB Team,

Thank you for bringing this to our attention. Rest assured that this will be reviewed.

Thank you.
Business Response
Date: 10/12/2023
Stefania,

I sincerely apologize for not meeting your expectations. We have clearly communicated your options in resolving this issue.

Unfortunately, your original selection was sold out and cannot be sourced. We offered you an upgraded set which you accepted and received. You received a $1500 set but only paid $999. Later you decided you didn't like that the control boards were different colors and wanted a different set. We asked that you do not use the current set you signed off that you were happy with and accepted. You have used the set you have which would now cause a total loss if returned. We offered you the following solutions.

1. Full refund. We will come pick up the units even though they are fully functional and used.
2. Reselect: Come into our *************** store so you don't have to deal with our ***** location and work directly with our GM *********************** who has contacted you multiple times. You will have a full credit to choose any set you would like and either receive a refund if less or pay the difference.
3. Keep the upgraded set and we would refund you $100 making your purchase price $899 for the $1500 set you currently have.

Please let us know what direction you would like to go. Again, I sincerely apologize we haven't met your expectations.

Sincerely,
*****************
District Manager
Customer Answer
Date: 10/16/2023

Complaint: 20666332

I am rejecting this response because: For almost a month I was without a washer and dryer because of Appliance Factory and their games.
Never at any point was I told I would be buying a non matching set!
I did not see that it was not matching until the delivery guys had finished their install. I most certainly did NOT sign anything saying I was "happy" with what was delivered to me. What a joke.
It was not "later", but immediately after delivery that I called the store and was given attitude and told that I had purchased a "unmatching set" from the beginning. Do you have anything saying that I was buying a mismatched set that I signed....you most certainly do not. All my emails, nothing of the kind was ever said.
I called another store to speak to someone with a little tact and knowledge, maybe even someone who knows something about customer ***************************** "looked into it", called me later the same day. Gave me the option of $100 credit to keep the non matching dryer, pay an additional $400 to get a matching dryer, or just return them all together......great bait and switch tactic. I told him I would think about it.
He then called me about a week later and said it was my last day to decide what I wanted to do....
What a horrible way to do business....this place was not like this years ago when I made several purchases there. One of my co-workers, oddly enough had almost the same experience. When I contacted 7 News, they said they have done a piece about your business in the past...what does that say!
Anything less than a matching dryer is not acceptable.

Sincerely,

*************************************
Business Response
Date: 10/23/2023
********,
Again I apologize for not meeting your expectations.
You originally took advantage of one of our special deals purchasing
the set of washer PTW700BPTDG and dryer GTD65EBPLDG for $999. You were to get the last set we had available. On the day of delivery the dryer was damaged so we could not complete the delivery. Your sales team gave you a huge up grade on the dryer to try to make it right. You went from a GTD65EBPLDG a $599 value to a GE profile dryer PTD60EBPRDG value of $749 at no additional cost. We have offered you many solutions.

1. We will come pick up both units and you can either by from somewhere else or use that credit to reselect a set a current market price.
2. Keep the upgraded dryer and receive an additional $100 making your total purchase $899 for current value of $1599 set.
3. We asked you not to use the dryer until we figure out a solution. Now the dryer is functioning properly and being used by you.
4. You have also done a chargeback to your credit card so you currently have paid zero for the set you are currently using.
5. You can pay for the additional $149 for the PTD70EBPTDG. We will eat the total loss of the used dryer.
All of this is contingent on you dropping the chargeback and funds being returned to our account.

Again, I apologize. We worked in good faith to resolve your issue.

Sincerely,
***************** | District Manager
Customer Answer
Date: 10/27/2023

Complaint: 20666332

I am rejecting this response because:
I will agree to paying and additional $149 including tax and delivery. When it has been delivered I will reverse my dispute with my credit card.
I will not be able to take delivery until after November 16th due to my work schedule.

Sincerely,
*************************************
Business Response
Date: 04/10/2024
Hello,
Sorry for the lengthy delay in response time. I have recently stepped into this role and am currently going through all outstanding complaints.
I have researched your complaint and it appears that your money was returned to you in the form of a chargeback on 9/30/23. Did processing this chargeback and refunding your money resolve your complaint?
Please let me know how I can further be of service in resolving this matter.
Thank you,
********************************************
Corporate Operations Manager
Customer Answer
Date: 04/25/2024
My resolution is that I will never do business here again and I will tell everyone I possibly can that they should never buy there either...
Initial Complaint
Date:09/12/2023
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.
Invoice S00365419. I purchase washer and dryer 9/3 at Aurora location for 9/12 delivery. I got a text and email stating delivery would be 1-3 today from *****. Not only was it not delivered, no one from delivery team bothered to call me. At 6:30 I called ******* at Aurora store and he said delivery team went home. So I got to stay home all day for nothing. I want a credit back to my credit card of $500 and I want my washer and dryer delivered first thing 9/13. I no longer can wash any clothes for my son or myself. This is absolutely terrible service and considering getting an attorney. ***** should be fired for dodging my calls. I will never do business at this establishment again!!!!!!!
Business Response
Date: 09/13/2023
Hi BBB Team,

We appreciate you bringing this to our attention. This will be reviewed as soon as possible.

Thank you.
Initial Complaint
Date:08/30/2023
Type:Delivery 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 placed an order for a Dreamcloud Mattress on 8-6 and we were told it should arrive in about 2 weeks and they would contact us when it arrives for us to pick it up. I attempted to call and check on our order on **** around 11 am and no one answered so I called the number on invoice for Ohio/*******. they stated they would sent store a message and someone would call me. **** -I called store again around 3 pm and was told it should arrive **** and they would call me Monday ****. NO CALL so I called **** 255 pm and salesman was checking out a customer and would call me back in 10 minutes or so, NO CALL so i called again at at 345. ******** answered placed me on hold for 5-7 min and when he returned said *************** how can i assist (they got it from caller ID). I explained that 4 diff times they were to call me and did not and I want to know where my mattress is as I have guest arriving in about 3 weeks and NO BED. He couldnt figure out what was going on with the order HE PLACED and said he had to go back and talk to manager and would call back. NO CALLBACK again. I just want my product! I spoke to Dreamcloud and they said they will reach out to store but that retail stores go through a warehouse and they had no way to check my order but stated if I place an order with them directly online I would have my mattress in no more than 14 business days from the day I order and it is typically with 10 business days of order.
Customer Answer
Date: 09/05/2023
we finally got our mattress

Business Response
Date: 09/05/2023
Hi BBB Team,

We appreciate you bringing this to our attention. Rest assured that this will be escalated and reviewed.

Thank you.

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