Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 05/26/2025

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

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** ********
  
  
  
   
  
  

• Initial Complaint

  Date:04/22/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/23/2025

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

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/10/2025

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

  Customer Answer

  Date: 04/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** **** *******
  
  
  
   
  
  

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/03/2025

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

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: I did not ask for the doors to be reversed. I wanted the installation to be corrected to one that would pass a code inspection. I wanted a resolution to my damaged floor. AM Trucking is offering me half of estimates from 2 reputable floor companies. Rather that replacement value, they are saying it can be repaired, even though both floor companies said it cannot be repaired. Below is an email I just sent to AJ Madison cc'd to AM Trucking regarding the response to my BBB complaint as well as my response to settlement for ruining my flooring.

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

   

   

   

   

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

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

  Business Response

  Date: 04/18/2025

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

• Initial Complaint

  Date:03/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/18/2025

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

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/18/2025

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

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/14/2025

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

• Initial Complaint

  Date:02/25/2025

  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.

  I am writing to formally lodge a complaint regarding a recent purchase of the **** 48 Inch Cabinet Insert and Liner with 4-Speed 1000 CFM Blower - *** ***********. We purchased over $20,000 worth of various appliances from AJ Madison on August 30, 2024. The delivery was made in September 2024, and the delivery personnel instructed me to view the external packages for damage, but did not mention opening the boxes before they departed. The appliances were not opened until the end of January 2025 when it was time to install them. Upon unboxing the vent hood, it was found to be severely damaged and appeared to have been returned by another customer and repackaged. The contents were not secured by tape or foam and had been tossed about inside. The frame of the hood was severely damaged. We reported the damage to AJ Madison on January 24, 2024, but have been given the runaround by ******** ******** since then. Continuous inquiries about the status of our claim were met with the same request from him to provide information we already provided.The delay in response has caused undue harm to my family, delaying the completion of construction and closing of our house, and costing us an additional month of rent in temporary housing. The last communication with *** ***** was on February 6 with no decision made, and we have not heard from him or the company since. In order to proceed with construction, we have been forced to purchase the same appliance from another retailer at a higher price.Given the circumstances, I am requesting a full refund or credit from AJ Madison to be used towards the other $18,614.67 worth of appliances purchased on credit. I hope this matter can be resolved promptly.Thank you for your attention to this matter. I look forward to your prompt response.

  Business Response

  Date: 03/10/2025

  Thank you for reaching out and contacting us regarding your concerns. We appreciate your communication and understand the importance of addressing any issues you may have experienced. As clearly outlined on our website, it is important to note that any damages must be reported within a timeframe of 24 hours following the delivery. Additionally, please be reminded that returns are only accepted within a period of 15 days, and this is contingent upon the original packaging remaining ********* detailed on the website we highly encourage our customers to conduct a thorough inspection of their appliance prior to accepting the delivery and signing for it, as this can help to identify any potential issues right away. Unfortunately, after reviewing your case, we must inform you that the delivery of your appliance took place on September 16, 2024, while your report regarding the concerns was received on January 24, 2025. This timing falls outside our stated policies regarding damages and returns. However, please be assured that our dedicated service department representative has been actively advocating on your behalf and working diligently to coordinate with the manufacturer in order to find a resolution to your situation. We truly value your satisfaction and invite you to reach out to us directly at ************************************** for continued support. 

  Customer Answer

  Date: 03/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This is in reference to my complaint ID #********. The business response is the same response we received in early February. The business is stalling with no intention of honoring their promise to sell new items with the expectation to consumers that the item be delivered in new and working condition. The item was delivered damaged and unusable and caused significant delays to construction and other costs to us as a result of these delays. We are asking for a refund of the item. We have spent over $18,000 in other appliances purchases with this same company. There are numerous complaints against this company by many consumers on ****, ******, and the BBB similar to ours. 

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

  
  Sincerely,
  
  ***** ****
  
  
  
  
   
  

• Initial Complaint

  Date:02/22/2025

  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.

  I am a property manager responsible for over ***** properties in ******, *****, and I frequently purchase appliances1-2 orders per weekfor various properties. Recently, I ordered a refrigerator from AJ Madison after confirming the compatibility details over the phone with a representative. I was assured that the model provided was a suitable replacement for the previous unit.Upon delivery, we discovered that the refrigerator did not fit the intended space, despite following the company's guidance. When I attempted to return the item, I was informed of a 30% restocking fee, amounting to approximately $900. This fee is excessive, especially considering the mistake stemmed from inaccurate information provided by the companys representative.I requested a review of the recorded call to verify the details of the conversation where I was misinformed. The company claimed they could not locate the call, leaving me with no recourse but to either pay the fee or keep an unusable appliance.Given the nature of my business, I intended to continue purchasing from this company, but due to this experience, I will no longer use or recommend their services. I am filing this complaint to address the unfair restocking fee and the lack of accountability for misinformation provided by their staff.Resolution Sought:I am requesting a full waiver of the restocking fee or, at minimum, a reduction in the fee due to the misinformation provided by the companys representative. I also request a review of their practices regarding customer service accountability and transparent disclosure of fees.

  Business Response

  Date: 03/04/2025

  Dear ******, Thank you very much for taking the time to bring your concerns to our attention and for providing your valuable feedback. We sincerely appreciate the effort you have made in reaching out to us regarding this matter; your communication is important to us. We acknowledge that you believe you spoke with one of our representatives who confirmed that the model ********** meets your needs. However, after a complete review of all calls linked to the phone numbers you provided, we found no record of such a conversation with any AJ Madison representative. Our review indicated that your appliance repair technician suggested you place an order. You mentioned having a photo of the desired item, but no product or model number was discussed. During the call,you expressed a preference for placing your order online. While we acknowledge the potential misinformation you may have received from a source outside of AJ Madison, we want to ensure your satisfaction. To that end, we offered and processed a reduced restocking fee as a gesture of goodwill, lowering the standard 35% restocking fee to 30%. Regarding your concerns about our policies and associated fees, we would like to remind you that this information is clearly outlined on our website, as well as in your Order Confirmation Email and Shipping Confirmation Email. It is important to note that while we often provide complimentary shipping, our company does incur costs associated with shipping and returns, which is reflected in our policies. If you require any further assistance or have additional questions, please do not hesitate to contact us directly at *************************************** We are here to help and are committed to addressing any further inquiries you may have.

  Customer Answer

  Date: 03/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   This is just bad business, others should be warned. I order appliances for a living, and I have never dealt with a similar experience. Your reviews across ******, *********** *** **** show that you are not a reputable company, and it is honestly my fault for not checking the reviews on your company first or I never would have considered doing business with AJ Madison.

  Absolutely unbelievable.

   

   

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

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