ComplaintsforAJ Madison

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a new refrigerator after purchasing a new washer and dryer from AJ Madison , and in both purchases, I felt good about the advice I was getting even when I questioned the need to purchase the install kits for each of the 3 units. After being told by their sales reps that the installers wouldn't use the old hoses and power cords, and I paid AJ Madison an extra $190, the installers used all of the old hookups and I am left to throw away perfectly good, brand new hoses and power cords! You can understand why this leaves me with a bad impression of AJ Madison and I would advise friends to be more cautious if they want to shop at AJ Madison

  Business response

  08/05/2024

  Dear *****,
  
  Thank you for choosing AJ Madison. We have received your complaint and are very sorry to hear about your frustration. A member of management has reached out and attached is a return label for your washer and dryer kit (******). also advising to keep the hose(**********) as extras, and I will process a refund for them immediately.
  
  Once we receive the returned items, we will process a full refund.
  
  Thank you for your understanding.

  Customer response

  08/06/2024

  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

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased item from AJ Madison. On website did not state any compatability issues. On wbsite had 2 options for purchase. Open box purchase stated not returnable. Regular purchase item did not state any restrictions to return. Item received was not compatable. No way for electric to be installed and wasn't. Notified AJ Madison, to issue and return, but they make excuses of manufacturer neededing to give return authorization. Item was purchased via AJ Madison, with no restrictions stated on their website, so they are solely responsible, and not a 3rd party. They refuse to give return authorization, and refund item. I will also seek Consumer Fraud if matter not resolved. Attached is copy of order, copy of webpage with item, and copy of item on wbpage showing difference in open box and standard, showing no return restriction for regular item, only with open box item.

  Business response

  08/01/2024

  *********, 

  We apologize for the frustrations. On our website on the product page you selected shows this as a special order item (see attached screenshot) when you click on that "special order" it advises "Special Order items cannot be cancelled - all sales are final and non-refundable. Please note that you will be charged at the time the order is placed. For more information please contact a sales specialist at ************." 

  As well in your order confirmation we note "- We are unable to accept any returns on air conditioners, special order merchandise and accessories" We did reach out to the manufacturer requesting an exception but was not given one.

  Your satisfaction is our top priority, please if there is anything further we may assist with do not hesitate to reach out. 

  Customer response

  08/05/2024

  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:

  [Your Answer Here]

   Merchant response is a lie and fraudulant.  See again my attachments and my response.

   

  This is fraudulant on your part.  And I knew you would do this, that is why I took multiple screenshots (pdf's) of your webpages.  ONLY the open box item stated not returnable.  This was not the case, on regular priced item, which is what I purchased.  On top of that, your webpage did not state any compatability issues.  Based on info on YOUR webpages, I demand a refund.

   

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

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

  Business response

  08/05/2024

  Hi *********,
  
  Thank you for choosing AJ Madison. A member of our leadership has reached out and they are making a one-time exception to accept the return of a special item as well as an accessory. I have attached a prepaid return label for your convenience.
  
  Once we receive the items, confirmed as new and unused in their original packaging, we will issue a refund minus the 35% restocking fee applicable to all returns.
  

  Please if you have any other questions or concerns, do not hesitate to reach out at anytime. 

  
  

• Initial Complaint

  07/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a Maytag 30 inch ************ Range, order #********* from AJ Madison on January 22nd, 2024 and I received it on January 26th.This item was received damaged, AJ Madison accepted responsibility for the damage, and five months later, AJ Madison has not resolved the issue despite saying they would.When I received it, the oven door was damaged. I reported the damage to a customer service representative, Terdra ********************************** on February 16th, 2024. I was sent what was meant to be a replacement part for my stove but it was a small piece of glass meant for an entirely different appliance. I reported this issue, was assured I would get the right part soon, but was again sent the same, incorrect piece of glass.After reporting the multiple issues to the same customer service representative, ********************** made arrangements to have a technician, from *** **** Factory, come on site, 4/17/24, to to a full inventory of the broken parts and place an order for them. After assessing and placing the order, I waited weeks and weeks for the replacement parts that the technician needed and they never came. One June 26, ****** offered that the best way forward would be to replace the unit entirely. It is now July 23rd and I have neither received the replacement stove nor been made aware of any specific date to expect delivery.It is entirely unacceptable to have a central part of the kitchen unusable for over 5 months

  Business response

  08/01/2024

  Dear ******,
  
  I hope this message finds you well. I sincerely apologize for any frustration and inconvenience caused by the damage to your unit and the subsequent delay in obtaining the necessary parts from the manufacturer. We understand how important it is to have your equipment functioning correctly and promptly.
  
  We have processed a replacement unit for you and have sent a copy of the new invoice for your records. Please rest assured that the replacement unit is scheduled for delivery at your earliest convenience. Upon delivery, the courier will collect the original order to facilitate a smooth exchange process.
  
  We are committed to providing you with the highest level of service, and your satisfaction is our top priority. Should you have any further questions, concerns, or need additional assistance, please do not hesitate to reach out to us. We are here to help and ensure that your experience with our company remains positive.
  
  Thank you for your understanding and patience in this matter.

  Customer response

  08/01/2024

  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

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought and fully paid more than $2000 for a refrigerator. I paid extra for white glove delivery and to have my current refrigerator removed. I was given consistent updates as to the shipping and I was told that I would be contacted regarding making an appointment for the in-home delivery. What I received was an assignment of a specific day and three hour time window with zero flexibility, I could not be home at that time, which was truly the only three hour window during the week that I could not be home, as a single homeowner. They said that they would have to contact me again to "reschedule." I cannot get an answer, I cannot get any sort of a date and timeframe, the people are extremely abrupt and rude and , at this point, I want to return the refrigerator and I want my money back. I have dealt with many different home related purchases and deliveries, and this is the most complicated, nonsensical, inconvenient, and baffling delivery process ever. Horrible.

  Business response

  07/11/2024

  ******,

  We sincerely apologize for the inconvenience and frustration caused by the delivery of your refrigerator. We understand your concerns and are committed to resolving this matter promptly.
  
  Our routing team is actively working to reschedule your delivery for early next week. Once the updated ETA is confirmed, we will promptly reach out to you to finalize the appointment time.
  
  Regarding your request for a refund and return of the refrigerator, we understand your frustration given the circumstances. Please note that according to our policy, if you wish to cancel after the unit has shipped, you are subject to a 35% restocking fee. However, rest assured we are doing everything possible to expedite delivery. Please anticipate a confirmation from our shipping partner by late this week or early next week regarding your delivery.
  
  Thank you for your patience and understanding as we work to resolve this issue for you.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we were in need of a refrigerator and after we had decided on this specific model for our family, we researched who had the best available price at the time. When we found AJ Madison with the Bespoke Color panels on it, I fell in love. I just thought I would ask if the colors could either be switched from top to bottom (so the darker color was on bottom), or if we could choose our own colors. The representative on the phone told me there was no way to customize the order and that the fridge was to be sold as advertised in the pictures. ALL of the pictures had the same colors in them, just sometimes altered back and forth, hence my question. Nowhere during the phone call did the representative tell me that panels would not be included, he only told me I would need to purchase additional panels if I wanted to change the colors. When the fridge was delivered, it came with absolutely NO panels! The fridge has absolutely no front panels on any of the doors at all! I ordered a complete fridge, and even verified with a representative on the phone that it came as pictured, but it did not. When I contacted AJ Madison **************** about my issue, they rudely told me they would listen to the phone call and hung up the phone on me, then emailed me telling me only snippets of the phone call that was recorded. I'm sure that I SPECIFICALLY ASKED if we HAD to have the fridge the way it was pictured and he said yes. The company has since changed their description of the product to BOLDLY state that panels do not come with the fridge, but when I purchased it, there was not that warning on there. I would like the panels delivered that were promised with the fridge, just like in the picture advertised.

  Business response

  07/08/2024

  Dear *******,
  I apologize for any inconvenience caused regarding the panels for your custom fridge. Upon reviewing the calls, I see that you contacted us on May 3rd at approximately 3:55 PM. During the call, you briefly spoke with one of our sales representatives who explained how to add panels. They advised you to scroll down under the product and select the panels you preferred, and you also inquired about our military discount before concluding the call.

  On the product page you have the option to choose the color panels for the top left, top right, middle, and bottom sections under the product. If you haven't selected the color panels you desire, the default option is "no additional Panel Option". We can proceed with ordering whichever panel you would like to purchase for your unit. Please inform us of your choice at your earliest convenience.
  

  If there is anything else you need in the meantime, please feel free to contact us.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a refrigerator, range and dishwasher on 3/5/24. I received the refrigerator and dishwasher promptly but was told I would receive the range once delivered from manufacturer. I called weekly to check status and was told it would be delivered in ****** *** and finally the second week of June. On 6/14/24 I was informed that the range I ordered is not coming. I have paid for my range and still do not have it. I am rebuilding after a house fire and need to get back into my house. This issue will delaying me getting back into my house.

  Business response

  07/01/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience caused by the delay in receiving your range. We understand how critical this is, especially given your situation rebuilding after a house fire.

  Unfortunately, as you mentioned, the manufacturer discontinued the original range you ordered, which resulted in the extended delay. However, we have taken immediate action to find a suitable replacement that fits your requirements and space specifications. We have already secured your approval on an alternative unit that will be delivered to you promptly.

  
  Please rest assured that we are committed to keeping you updated throughout this process as we await further information from the manufacturer. Your satisfaction is our top priority, and we will continue to work diligently to ensure a smooth resolution to this issue.

  
  Once again, we apologize for any inconvenience caused and appreciate your understanding during this challenging time. Should you have any further questions or concerns, please do not hesitate to contact us directly.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a new Bertazzoni fridge through AJ Madison and installed it 8 months ago. For context, we have three kids ages 5, 6 and 9, so having a working fridge is pretty essential.First there was a problem with the water dispenser. It would get stuck and just keep streaming water until you could jiggle it loose. After flooding our floor a few times, we had to stop using it until a replacement part could be sent. Annoying but not a huge deal.Then about a month ago the fridge and freezer just stopped working. All of our food was ruined but that was just the start.It took a week and a bunch of phone calls to get a technician to come out. He made us wait around the house several times and just didn't show. When he finally did, he was an incredible jerk. He told us that the compressor had died, but then just disappeared.We had to get a second tech to come out to re-diagnose the problem and then order a replacement compressor. Apparently a compressor needs to be shipped...from *****...on a boat!?! No air shipping for that.Now we are a month into having no fridge. I've been trying to get in the company to just flag what a poor experience this has been, as you can see below from my messages on LinkedIn and Instagram. No response.This is clearly covered by the warranty and the company does not dispute that. They are just not responding to fix the problem in any reasonable timeframe. This is a refrigerator, not a television -- we need a fridge to function as a family.

  Business response

  06/25/2024

  I'm sorry to hear about the frustrating experience you've had with your Bertazzoni fridge. It sounds incredibly frustrating to deal with multiple issues and delays, especially with three young children relying on a functional fridge.

  Regarding the warranty and repair process, I want to clarify that appliances like your fridge are typically covered under manufacturer warranties. AJ Madison, as the retailer, facilitates this process by connecting customers with the manufacturer's service network. I understand your concerns about responsiveness and the delay in resolving the issue.

  However, I'm pleased to inform you that AJ Madison has taken action to address your situation. We have issued a replacement order for your fridge as of June 17th. This means that you should be receiving a new unit to replace the faulty one soon.

  I apologize for any inconvenience this situation has caused you and your family. Should you have any further questions or need assistance tracking the replacement process, please don't hesitate to reach out. Your satisfaction is important to us, and we appreciate your patience as we work to resolve this matter promptly.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Along with our new fridge delivery, we had purchased installation and removal services to ensure our new fridge was installed, and our older fridge removed.Myorder# was *********. Their delivery company caused visible and significant scratchesalong the wall of our foyer, along with breaking one of our staircase railings.After months of following up with AJ Madison and the trucking company to no avail, I am submitting this request to get reimbursement for the repair of my foyer. In addition to the pdf link description, ********************************************************************** I have also uploaded the Invoice from the painting company we hired. They even moderated my online review to ensure no other customers see how terrible their service was and still no outreach for reimbursement from anyone.

  Business response

  06/25/2024

  We are sorry to hear about the issues you've encountered with the delivery and installation of your new fridge. It's certainly concerning to have your wall scratched and staircase railing broken during the process.

  I want to clarify that the damage was caused by the third-party carrier in your area who facilitated the delivery and installation, as advised. In situations like these, the claims process for reimbursement needs to be submitted and handled directly by the party responsible for the damage.

  If you haven't already done so, please email the proper documentation, including a description of the damage and any relevant photos or videos, to ********************** This will help expedite the review and processing of your claim.

  Additionally, you can reach out to them directly at ************ to inquire about the status of your claim and discuss the reimbursement process.

  Customer response

  06/28/2024

  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:

  [Your Answer Here]

   

  I have purchased directly from this business and in no way have chosen or contracted with their third party. On hearing this originally from the business when I reached out, I also reached out multiple times to their third party and submitted the notarized documentation I attached originally to my BBB filing per all their instructions. Still I have not received any acknowledgment or response from their third party contractor. They are responsible at this point to ensure that their party is accountable for their actions toward the end customer.  

   

   

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

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

  Customer response

  07/13/2024

  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:

  [Your Answer Here]

  This still does not resolve my issue - all they are saying is that they are still not acknowledging responsibility for contracting with an irresponsible delivery courier and they just asked them to call me. This doesnt guarantee me a call back or reimbursement of any sort on the fixes I had to pay for in my house.

  Additionally, I have email threads following up with both companies and a followup specifically to the business telling them I am not having luck on response from the courier. Even when I tried to submit a review on their website, I have documentation to prove that they refused to post my review and just pointed me back to customer service.

  This is clearly a company that is not owning the responsibility of hiring a third party and still is leaving their customers to fend for themselves. This delivery is from back in December, with my multiple outreach over the past 7 months they have had plenty of opportunities to reimburse me themselves or at least ensure accountability on their hired company. This is an unacceptable resolution.

   

   

   

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

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

  Business response

  07/24/2024

  ******,

  Thank you for your message. I understand your frustration and I apologize for the inconvenience you've experienced with the delivery and subsequent issues with the courier.

  Regarding your concerns, we have confirmed that ** ******** has been in contact with you regarding your claim and has sent you a settlement offer. Unfortunately, we do not have control over the review posting process on our website. However, we take your feedback seriously and appreciate you bringing this to our attention.
  
  If there are any outstanding issues that have not been resolved to your satisfaction, please let us know how we can further assist you. Your satisfaction is important to us, and we are here to help resolve this matter as best as we can.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charged a fee to remove the doors before delivering a fridge. Refused to deliver unless I removed all the moulding in a doorway then refused anyway and left to call manager and never returned. 3 1/2 hours on hold with customer service where they just kept putting me off until they finally charged me a 35% restocking fee.

  Business response

  05/28/2024

  Thank you for reaching out and sharing your feedback regarding the recent delivery attempt for your refrigerator. We regret any inconvenience you experienced and appreciate the opportunity to address your concerns.
  
  After thoroughly reviewing your case, we would like to provide some clarification on the events that transpired:
  
  Our delivery team assessed that the refrigerator could not fit through your entryway without removing the molding. This step is essential to ensure the appliance can be delivered without damage to your property or the product. We acknowledge that you made efforts to remove the molding as advised by our delivery team. However, it is crucial to note that for certain larger appliances, removing the door frame may also be necessary to facilitate safe and successful delivery. After the initial attempt, our delivery team had to proceed with their scheduled route. They communicated that they would return once their route was complete, approximately two hours later. Upon further inspection and communication with our delivery experts, it was determined that the door frame also needed to be removed. This requirement was communicated to you to ensure the delivery could be completed without any issues. You expressed that removing the door frame was not feasible for you, which we understand. As a result, you opted to exchange or cancel the order. Our standard terms and conditions include a restocking fee of 35% for returned or canceled orders. As a courtesy and to demonstrate our commitment to customer satisfaction, we reduced this fee to 25%.
  
  We strive to provide clear instructions and support to our customers to ensure a smooth delivery process. In this instance, the delivery could not be completed due to specific structural requirements that were not met. We understand this situation was frustrating, and we apologize for any inconvenience caused.
  
  If you have any further questions or would like additional assistance, please do not hesitate to contact us.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 24, 2020, I bought a five year extended warranty on a range purchased from ajmadison. When I tried to use it in year 4, the bogus extended warranty company told me that I only had a three year warranty, and it was now expired. I have the receipt showing 5 year. Here is that receipt, cut and pasted:AJ Madison ************************************** ************ Fax: ###-###-####InvoiceInvoice Invoice #********* Order DateMay 24th, 2020 Requested Ship DateJune 1st, 2020 Account #******* Bill ** Ship ** *************************** ************************************************************************************* Coastline Freight Attn: *************************** ******************************** Phone:************* **************************** Phone1:************* BrandSKUDescriptionQtyUnit Price**tal ************* ************************** Range 1$592.00$592.00 New LeafRAW5155 Yr Warranty for Single Appliance Under $1,500 - Residential Use1$179.00$179.00 Sub **tal: $771.00 Shipping: $0.00 Pre-Tax: $771.00 Tax: $66.50 **tal: $837.50 Payment: -$837.50 Balance: $0.00 On December 8, 2023,I tried to file a claim with this bogus outfit, and they have me listed as having only purchased a three year warranty. This is false, as we know. I purchased a five year warranty. Here's what they said when I tried to file a claim:Protection Plan Overview HOME |BACK ******* | LOGOUT YOUR ACCOUNT CUSTOMER NAME:*************************** ************/2 maryland walkEMAIL:********************* RETAILER:AJ Madison *********************** ************** PRODUCT - MODEL MANUFACTURER STOREORDER NUMBERCONTRACT REFERENCESERIAL NUMBERRESEND PRODUCT PRICE PROTECTION PLAN DESCRIPTION START DATE END DATE TERM PLAN PRICESTATUS RANGE - ELECTRIC - ********* GEAJ Madison************************ $592.00Appliances <$1,500 -On Site- 3 Years May-24-2020 May-23-***** Years $179.00 Expired Product 1 - 1 of 1 I want ajmadison to repair

  Business response

  05/28/2024

  Hello *******! 

  Our records indicate that we reached out to you on 12/28/2023 and send the below email. We have not heard back from you regarding the tracking information or if you wanted to move forward with this option. Should you wish to proceed, please reach out to us as we have been trying to assist with this matter. 
  

  Email from 12/28/2023 reads as followed: Please mail the actual serial tag from your model *********to the address below so that we may issue the refund.

   
  We must have the actual serial tag from the unit itself. It is a white or silver sticker with all the manufacturers information (model #, serial #, production date ect.) The numbers from the tag or a copy of the sticker will not suffice. If you are having difficulty removing the sticker you can try putting a piece of clear packing tape over it and removing the tape along with the sticker. Or you can run a hair dryer over the sticker. The heat will soften the glue making it easier to peel off. 
   
  Please reference your order number ********* on the envelope and on a blank piece of paper that you attach the serial tag to.
   
  AJ Madison Returns
  ***** ***** ** * ***** *********** **** ********** * ******** ***** 
   
  Please send the tag back to us via FED EX, *** or **** with Tracking to ensure it will be received. This tag is required for your refund. If the tag is lost in transit we will not be able to process the refund for you.
   
  Thank you for your cooperation!
   
  (The serial tag must be sent within the next 7 business days so we can process a refund) 

  Customer response

  05/30/2024

  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:

  [Your Answer Here]

  I do not want a refund of the money I paid for the extended warranty.  I want the protection that I bought.  I want them to send a serviceman out to repair the range.  Alternatively, I want a new range-the same one I bought. n This oven I got is riddled with problems.  The part for only one of the repairs is $300, and that would mean me making the repair myself, which I would attempt after watching a ******* video.  No way!  Come out and fix this thing (I'm within the 5 year period I PAID FOR!!!) or give me a new range.  I will have to *** them in court for a new range if they refuse, plus attorney fees.  Very disappointed. 

   

   

   

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

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

  Business response

  06/07/2024

  Hello *******!

  The item you ordered is discontinued, therefore it can not be replaced. As outlined in the email we provided to you, as soon as we receive the serial number back, we will issue a refund on the range so you may purchase a new unit of your choice. I apologize but since the item is no longer being produced, AJ Madison is not able to issue a replacement. 

  Customer response

  06/07/2024

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

*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. ↩