ComplaintsforAJ Madison

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a refrigerator and dishwasher and paid for delivery, installation and hauling away of the old appliance. The first time they came to deliver the appliances they made several excuses about why they couldn't deliver the appliances and why they could not haul away the old ones. They said the new refrigerator was too big (it was smaller than the old one and was going in the same spot), they were afraid the built in cabinets would fall down if they removed the old refrigerator (it was bracketed to the wall), they said the old dishwasher was built into the kitchen unit (it was not). They threatened to charge me the 35% restocking fee even though I did not want to return the appliances and had clear evidence they would fit. They forced me to reschedule the delivery, and agreed to waive the rescheduling fee. The second time they came they wheeled the old refrigerator out easily and the cabinet did not fall (of course). They installed the new dishwasher and hauled away the old one. However, they refused to haul away my old refrigerator. They said it was too big to fit through the hallway, even though this was the same hallway it was originally brought in through. They said they would take back the new fridge and charge me the 35% restocking fee instead. I refused. They left the old fridge in my living room and said I need to hire someone else to come haul it away, even though I already paid them to do it. I had to hire another company to come haul away the old refrigerator (which they did easily) and paid them $250 to do it. I strongly believe AJ Madison is running a profitable scam by working with a delivery company to refuse to deliver new, purchased appliances and then charging 35% to restock and resell the same items.

  Business response

  11/05/2024

  We apologize for the inconvenience you experienced with your delivery. Our team has been in contact with the delivery team regarding the haul away services. It was determined that the size and weight of the unit required it to be lifted above the ********, which our current team was not equipped to handle without risking damage to your property. As a result, the haul away services have been fully refunded to you. For any further assistance or inquiries, please don't hesitate to contact us at **************************************

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello,We ordered a new refrigerator on October 10, 2024. The same night it was delivered and installed we noticed that the door was not opening right and that it was not sealing properly. We called the AJ Madison the next day 4:53 p.m. to alert them the the fridge was defective or that it was improperly installed. We followed up with emails on Oct 15th and 17th. We were told that we would be receiving service on October 25th but nobody showed up during the allotted timeframe. Additionally, no one is answering the phone at either AJ Madison nor the servicer. We are disappointed that we have been sold a defective product. We are disappointed that we are being ignored. We expect our fridge to work and would like a replacement.

  Business response

  10/31/2024

  We apologize for the inconvenience you are experiencing with your unit not sealing properly and your difficulties in scheduling a service appointment. Our service team has contacted the servicer and confirmed that an appointment has been scheduled for Monday, 11/4/2024. If you require any further assistance, please contact us at ***************************************

  Customer response

  11/07/2024

  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.  I have been a loyal customer to this company for many years and am still shocked at how poor the customer service was on this transaction.  I will never use them again in the future but do appreciate that my brand new fridge was finally fixed.
  
  Sincerely,
  
  *********** *******
  
  
  
   
  
  

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Speed Queen washer and dryer from this business on 9/8/24. I was informed that I would receive the items in 5-7 days.They were not delivered to me until 10/10/24. After numerous calls and speaking to Team Lead ******* she advised that she was contacting the carrier each day to get an update and find out why they weren't delivered. On 10/9, I received a call from the carrier stating that they wanted to deliver the items the next day and they also advised me that they were giving a free installation since they had "dropped the ball" on delivery. The items arrived on 10/10; delivery driver wasn't aware of the installation as promised. After making a phone call, he said no problem and he would install. I was given a paper to sign stating that I had received the item. I signed the paper and they left. upon them leaving, I noticed a large dent on the front of the washer. I emailed ******* with pictures and asked that a new one be delivered as this one was damaged. ******* advised that you are not able to return the item and that you have to take what they send you even if it's damaged. I told her this wasn't acceptable as I didn't purchase a scratch and dent item. She said this is their company policy and it can be found under the **** on the website. I stated that I did not look through the **** and it should be listed on the order page where it is VISIBLE. I asked that a deep discount be given due to the large dent in the ***** of the washer. She said she would check with a supervisor. In the meantime, when attempting to run the washer, water leaked down the wall, trim and floor. The trim in my laundry room was ruined. I contacted Speed Queen who advised that it was not properly installed. I emailed ******* back and asked for reimbursement for the damaged trim and for the standpipe adapter that came with the washer to be sent to me. I cannot get any resolution from this company and need assistance. They have the worst customer service.

  Business response

  10/23/2024

  We sincerely apologize for the inconvenience you experienced with your order and the damaged unit. A refund for 50% off the damaged unit has been processed. Additionally, complimentary extended warranties have been added to your order. We have ordered a replacement part for your unit directly from the manufacturer, and it is expected to arrive on Monday. If you require further assistance, please contact us at ***************************************

• Initial Complaint

  10/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I recently ordered a Whirlpool double wall oven from AJ Madison, advertised as 24 inches wide. Both the pictures and the information on their website clearly stated it was 24 inches. However, when it arrived, it measured only 22 1/2 inches, as shown in the attached pictures. I immediately asked the delivery team not to install the unit and contacted the company to arrange a return, given that the oven was not the correct ******* my shock, I was informed that I would be charged a whopping 35% restocking feeover $1000for returning a product that was inaccurately advertised! Despite explaining that both the website and the salesperson had misrepresented the oven's dimensions, I was told there was "nothing they could do" because it was their *********'s outrageous that I am being held financially responsible for their mistake, facing an unreasonable restocking fee for a product that was never correctly represented to begin with. This isn't just frustratingit's downright unfair.

  Business response

  10/10/2024

  We sincerely apologize for the inconvenience you experienced with your order. After a thorough review, we have determined that the restocking fee was not warranted in this instance, and we have refunded the full amount of the restocking fee. If you require any further assistance, please do not hesitate to contact us at **************************

  Customer response

  10/10/2024

  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

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a dishwasher with installion, removal of old and an extended warranty. The installers had no idea how to disconnect old dw. When they disconnected the water line, water was spilling under my sink. They were not allowed to continue install and ran out leaving my new dw in a box. They never tried to repair o reconnect any lines. This caused my detached water line to my ice maker to leak, a second leak. That dripped through my floor into my wine cellar, causing a third leak. This was over a holiday, so it took three days to get a licensed plumber in to make repairs. $900 additional dollars out of pocket and AJ Madison takes ZERO responsibility , would not take our calls. Nothing

  Business response

  10/01/2024

  We regret to hear about your installation experience. Upon further investigation, our delivery and installation team arrived at your location to install the new dishwasher and haul away the old unit. During the disconnection process, the team observed that the elbow joint was leaking when they disconnected the drainpipe. The team clarified that they did not touch the elbow joint and only disconnected the drain pipe, which is standard procedure. They advised that a plumber would be needed to replace the leaking elbow joint as it was pre-existing.We offered a refund on the install, you agreed and the dishwasher was left with you. You were refunded the amount of $255.27 on 7/3/2024 for the install that could not be completed.

  Please do not hesitate to contact us if you need any additional assistance at ****************************************************************.

  Customer response

  10/02/2024

  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]

   

   They lied.  They disconnected the elbow joint and caused the leak  then the pipe that feeds my ice maker leaked, causing a second leak, which created a third leak in my wine cellar on the floor below  so the install fee does not con per the $900 in plumbing bills I incurred 

   

   

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

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

  Business response

  10/29/2024

  Thank you for submitting the invoices. The refund amount we agreed to via email has been processed on 10/23/2024. If you require further assistance, please do not hesitate to contact us at ***************************************

  Customer response

  10/30/2024

  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

  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 **************************************.

*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. ↩