ComplaintsforAJ Madison

• Initial Complaint

  09/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 9/6/24 I searched AJMadison's available washing machines for a machine to fit in our constrained space - a 28"x28" floor pan with a drain in a 2nd floor laundry area. I had already had issues with a washing machine from ****** that hadn't fit, so I was paying very close attention to machine dimensions when I place my order for a 27" Speed Queen washing machine, which was the only one with listed dimensions that fit: 26 7/8" wide, 27 3/4" depth. I was replacing a ** machine that was 27.5" square. When the AJMadison delivery team showed up, they insisted that the machine would not fit in our space. The actual depth dimension of the Speed Queen machine is over 30" deep. This measurement is not evident AT ALL on AJMadison's website, and they wanted a 35% restocking fee ($770) to take the washing machine back. They 'generously' offered to reduce the restocking fee to 25% ($550). I decided to have them re-deliver the machine instead of paying this restocking fee, but I believe it is deceptive to consumers to have the ability to SEARCH by the ***** DIMENSION to try to fit a constrained space, and then to have the true depth of the machine be multiple inches bigger than that listed depth.I have requested a refund of my installation fee, because they did not install the washer. I would not recommend anyone use this business, because I feel they are deceiving customers so that they can make money on restocking fees. I am furious to not have the ability to return a VERY EXPENSIVE washing machine without paying the cost of a reasonably-priced washing machine in a 'restocking fee'. Their website is deceiving, and buyer beware.

  Business response

  09/18/2024

  Dear *******,

  We sincerely apologize for your order and delivery experience.

  The refund for the installation was processed on 09/11/2024 and the unit was successfully redelivered on 9/13/2024 as requested. If you require further assistance, please do not hesitate to contact us at ****************************************************************.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ******* washer from AJMadison 9/11/2019. I purchased a 5 year extended warranty through them at a additional cost of $249. It is my understanding that if the extended warranty was not used within the 5 years time I would receive a 50% refund of the extended warranty back to me. I have spent numerous hours with AJMadison and the New Leaf warranty company with each company stating the other is responsible for the refund. I have been told by both parties that a refund certificate was sent to me at the time of purchase, which is needed to receive this refund. I never received a certificate! I am being pushed off by AJMadison continually to New Leaf warranty service for this certificate. Not only have I wasted hours of my time trying to get what is owed to me, I am being lied to repeatedly! I just want my $124.50 refunded to me. I have purchased numerous appliances and extended warranties from AJMadison. I am truly disappointed with their customer service.

  Business response

  09/11/2024

  I apologize for the inconvenience you experienced with your extended warranty. We have contacted New Leaf directly and have reissued all necessary information for you to submit your request for a 50% refund for the unused warranty. To redeem this refund, please ensure that you send in a copy of your product and service plan sales invoice, the Original 50% Back certificate, and your ServicePro card (if applicable) within 30 days of your service plan's expiration.For any further assistance, please feel free to contact us at *************************************.

  Customer response

  09/18/2024

  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:

  
  The resolution that AJ Madison sent is denied by me as the original issue is I never received a 50% certificate. AJ Madison either needs to get me the 50% certificate or honor the refund without it. 

   

   

   

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

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

  Business response

  09/18/2024

  Hi ******,

  
  The certificate was sent via email on September 11, 2024. Kindly check all of your spam folders for its receipt. We have also resent the email today. 

  Should you require further assistance, please do not hesitate to reach out to us directly at **************************************.

  Customer response

  09/19/2024

  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

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 19, 2024, I spoke to a sales *** from AJ Madison, *********************. At which time I inquired about the Ilve Nostalgie II Collection 60 Inch Freestanding Dual Fuel Range Model no. ************I received a quote and the next week, we ordered it. The model number reflects natural gas. Not only did ****** mis***resent the timeline (he said 7-10 bus. days but it was not delivered until May 1st) but he also has lied about me not ordering a natural gas stove. The box that it was delivered in clearly states natural gas. Upon opening the box and setting it up for installation, we noticed that the stove was actually converted to Liquid Propane from ************ We immediately called AJ madison and spoke to ****** from CS. We sent her serial number, model number and she also confirmed on the phone that it should have been natural gas. We went back and forth with ****** for a bit and the only thing we has accomplished was getting the conversion parts shipped. We were then handed off to ******** from the Service Dpt. During our discussions with ****** and ********, we requested/ demanded that AJ Madison should be responsible for the conversion, whether it be reimburse or have their technicians do it. We were then told that they would not because ****** said *********** was never discussed. However, I did indeed order a natural gas stove with a model number a serial to prove it. We were then told that AJ Madison does not do installation and that they only supply drivers. However, you can add on a installation service- according to their website. My dad and also the builder of my home, *****************************, spoke to ****** from CS on August 13 and I also emailed ******** the same day stating that at this point, we have to hire our own techs., who are scheduled to come install on August 23rd unless we hear that AJ Madison will be sending techs out. We were told someone would get back to us within 24 hrs but, we never did. The install costs us $989.00 and we expect a full reimbursement.

  Business response

  09/05/2024

  We sincerely apologize for the inconvenience you experienced with your order and the challenges encountered with the conversion of your unit to ************ After a comprehensive investigation and consultation with a specialized Servicer in LP conversions, it has been determined that AJ Madison will provide a reimbursement of $500 for the conversion cost. We are currently awaiting confirmation to proceed with issuing the refund. Should you have any questions or concerns, please do not hesitate to contact us at **************************************.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a ** refrigerator from AJ Madison, model LRDCS2603S. Their delivery people said it would not fit through my kitchen door and never took it out of the box. I was given two options, to have it placed outside my kitchen or returned with a restocking fee. I returned it and AJ Madison kept $398.78 as a restocking fee of the total cost of $1,582.04. I talked with AJ Madison's customer service explaining that it was not my decision to return the refrigerator but that their delivery people said it could not be installed. They said that was explained to me at the time and is their policy.I went to ****** and purchased the exact same make and model refrigerator. ****** delivery people had no problem getting the refrigerator into my kitchen and installing it. AJ Madison's delivery people never tried and just said it would not fit. They could have installed it and should not be charging me for a restocking fee when it was their fault. I have left several messages with customer service to refund the full amount, but they do not respond to my messages.I want the full amount AJ Madison has withheld, $398.78 refunded to me on my credit card.

  Business response

  08/29/2024

   We deeply apologize for the inconvenience you experienced with your delivery and the subsequent return of the unit to **. Following a thorough investigation and collaboration with the management team, a refund for the restocking fees has been processed. Please allow a few business days for the refund to reflect in your account. If you require any further assistance, please do not hesitate to contact us at **************************************.

  Customer response

  09/03/2024

  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

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered and paid for installation of two appliances (refrigerator and dishwasher). Both were installed incorrectly and I had to bring in a plumber to do the job correctly. I asked for a refund but have not heard a word from the company.

  Business response

  09/05/2024

  We are sorry to hear about your installation experience. After conducting a thorough investigation, we found no record of a request for an installation check. Had we been notified, we would have taken the necessary steps to schedule an installation check per our policy.As a gesture of goodwill, we have processed a refund for half of the requested installation cost.

  If you need any further assistance, please feel free to reach out to us at **************************************.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchase a Bertazonni Dishwasher online from AJ Madison. Then a Storm ripped through and our Tel,email,internet was done for 7 days and deliverer was pushed back. When the installer came and opened the box, the dishwasher was damaged and defective like it was a discounted 2nd. As that time on 7/2 we called, sent pictures and they agreement that the item was damaged and defective. the parts could not be replaced so *********** said that they would replace it and contact AJ Madison. However AJ Madison has pushed off replacing it. We have asked them in written to replace or refund. Their response has been nothing less than dismissive with the attempt to NOT make this am easy process. Each email from ********************** has been an attempt to NOT refund or replace the defective New dishwasher purchased from them. This has gone on for almost 60 days and they do NOT want to make this right,

  Business response

  08/28/2024

  I would like to extend my sincerest apologies for the inconvenience caused by the damaged dishwasher you received. A refund of $452.19, which includes the cost of the warranty and one installation charge, was processed on 8/28/2024. Additionally, a replacement order has been created and arrangements have been made for the damaged unit to be picked up. The replacement dishwasher model has been shipped. If you have any further questions or concerns, please do not hesitate to contact us **************************************

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 8/7/24 drivers arrived at my home to deliver appliances purchased from AJ MADISON, this was their 3rd party dispatched vendor, not anyone i hired this is purely who AJ MADISON subcontracts work to. these animals proceeded to DAMAGE my home inside and out by literally tossing around massive appliances that i do have video and picture proof of. There is damage to my outside pavers from them dragging a fridge across them because they didnt want to use a dolly you watch the guy crash my brand new fridge in to my gate MULTIPLE times. They shred my laminate flooring and baseboards and walls. they broke my EXISTING dishwasher. They were insanely disrespectful to my mother and my home. Burrowed holes in my walls and cabinets without permission all the while one other tech thought it was ok to Intimidate my mom by being insanely rude to her and the other thought it was ok to give her his phone number!! I have contacted AJ MADISON trying to resolve this and they keep stating they are not liable AM TRUCKING is well that is unacceptable AJ MADISON told these animals to come to my home i did not hire them and then i filed a claim with AM TRUCKING who are the rudest people ever and provided quotes , pictures and video proof of all the TRAUMA that was caused and they stated it is only worth $800 when you cant spot fix laminate floors, the whole floor needs to be replaced. AJ MADISON is liable because AJ MADISON hired them not me. my house was just fine before these monsters came in and ruined and now AJ MADISON and AM TRUCKING refuse to do the right thing which is FIX THE DAMAGES. I am not trying to profit i just want what is right to be done. My home needs to be repaired because of ********************* and AM TRUCKING. I ordered appliances and now my whole downstairs needs to be repaired because of their poor choice in vendors and employees. I just want what is right to be done!

  Business response

  08/27/2024

  Dear ********,

  I would like to extend my sincerest apologies for the unfortunate experience you had with our delivery partner and the resulting damage to your property. As per our property damage policy, any claims must be addressed directly with our logistics partner. Our management team collaborated with AM Home Delivery to escalate the property claim.

  Based on the information provided by the team, they did not observe any major damage to the floor inside your home. The team assured you that any marks on the patio outside could be easily removed with soap, water, and a brush.

  AM Home have submitted a Settlement Release Agreement and your order has been returned and refunded.

  Should you require further assistance or clarification regarding the property claim, please do not hesitate to contact us at the following: **************************************

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/5/2024, I purchased a floor model dishwasher from AJ Madison. The next day I received an email confirming it was paid in full that it would be shipped by AM express. AM express would provide shipping details me within 24 hours. However, several days go by and no communication was received so on 8/9 I called AJ Madison. After 1.5 hours on hold, I was informed that something happened to my dishwasher but the representative couldn't tell me what. The representative assured me that I had nothing to worry about and a unopened box dishwasher would be substituted because of their mistake and I would be contacted by AJ Madison by 8/13 once everything was in place to ship the dishwasher. At 4:45 EST on 8/13, I called AJ Madison because they again failed to contact me. This representative said that I needed to pay the difference between my sales price and the **** for the dishwasher. I told this representative this is not what I was advised on the last call and the purchase contract was consummated by my payment in full. Furthermore, AJ Madison made me agree that the terms of the sale could not be cancelled or refunded; this expectation should be unilateral between both parties. They said that a manager would contact me on 8/14 but this never happened as well. I have been waiting almost two weeks for a product that I was assured was in stock and would be processed and shipped within a couple days.

  Business response

  08/20/2024

  Dear ********,

  I would like to extend my sincere apologies for the challenging experience you encountered regarding your Dishwasher order with AJ Madison. We regret to hear that your request for a callback was also not fulfilled.

  Upon conducting a thorough investigation into the matter, we wish to inform you that a full refund was processed for your order on 08/15/2024, and the order was successfully canceled on 08/16/2024 as per your request. Should you have any further inquiries or concerns, please feel free to contact our team at **************************************.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new Amana downdraft vent but what was delivered was a used and damaged item. AJMadison has a policy that does not allow returns of installed items. However, apparently they did accept a used and installed item and in turn sold a used item to me as if it was new! In my opinion that is a fraudulent business transaction. I am asking that a new downdraft vent be shipped to me asap as a replacement. Or just take your used merchandise back and give me a full refund. I cannot install my new stovetop until the vent is installed! I have no way to cook now!

  Business response

  08/14/2024

  Hello ******,

  We do apologize for any frustrations. While damage does occur we ask it is refused at time of delivery or reported within 24 hours. You received your item on 6/26/2024 and was reported to us months later on 8/2/2024. We have agreed to the return under the understanding you will be returning this on your own with your own carrier. Once returned we will process a full refund. AJ Madison will not be responsible for the return shipping costs occur with the return of the unit. 

  Please if you have any further questions or concerns do not hesitate to reach out. 

• 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,
  
  *********************
  
  
  
   
  
  

*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. ↩