Appliance Factory — Attraction in Centennial

I purchased a GE refrigerator, induction cooktop, wall oven, and dishwasher from Appliance Factory & Mattress Kingdom on University Avenue in the summer of 2013. At the time a 10 year major components extended warranty was included for all four appliances. For reasons only the sales person knows I was written up on two separate invoices and I received two separate receipts; both receipts have a line item on them for the 10 year major components extended warranty. The receipt said nothing about only one component being under warranty and I was told all components were covered.

Fast forward 4 1/2 years and the left two burners on the GE induction cooktop stopped working. I called BrandSource, the company Appliance Factory makes me use for repairs, to service the cooktop and told them I had a 10 year major component warranty for the cooktop. They sent a service technician out to repair the cooktop and said nothing about the warranty. When the service technician arrived he looked at the cooktop and said we didn't have a warranty and he charged us $65 and didn't even touch the cooktop. He also said even if we had a warranty that we wouldn't be covered because the main generator module that needs to be replaced isn't considered a major component. What? If the main generator module isn't a major component then what is?

Fast forward a week and I went to the Appliance Factory & Mattress store that sold me the kitchen appliances and explained the situation. The store manager told me it looked like we should have a warranty, he didn't know why BrandSource wouldn't do the warranty work, and he was there to make sure I was taken care of properly. He gave me a phone number and told me to call their warranty department on Monday when they were open.

On Monday I called the phone number and got a recording; six times. I then called Tuesday and got a recording twice so I finally left a message explaining the situation asking for them to call me back. Over a week later and they still haven't called me back.

I then called the President's direct number listed on the Appliance Factory & Mattress Outlet web site and got a recording stating the mailbox was full. I called back the next day and again got a recording. This time the mail box wasn't full and I was able to leave a message.

Three days later I received a call from BrandSource and the person said I was under warranty for the refrigerator but not the cooktop. He also said that BrandSource the company had no affiliation with Appliance Factory & Mattress Outlet and that I'd have to talk to Appliance Factory & Mattress Outlet to get the warranty resolved.

So, in summary, I purchased four appliances and was told I had a warranty on all four appliances. When one of them went out I was told the appliance that was faulty was not under warranty and the repairman charged me $65 for that information and he didn't even touch the cooktop. I was then told by the store manager to call a number that nobody answers. I was then told by BrandSource that it's not their problem and I should go back and talk to the store manager.

Appliance Factory & Mattress Outlet is not running an honest business. They say one thing but do another and then send you on a wild goose chase trying to get answers from phone numbers that nobody answers. Shame on you Appliance Factory & Mattress Outlet. My money for future kitchen appliances, laundry appliances, and mattresses will be spent elsewhere.

Responding to the owner... Your 10 year extended warranty for a cooktop apparently only covers the glass. It doesn't cover the fan, the right generator module, the left generator module, or the main generator module. The main generator module is by far the most expensive part to replace. If that's not one of the "major components" then the warranty isn't worth the paper it's printed on.

Your store is using bogus warranties to complete the sale and the sales people are mis-representing the value of the warranty. I clearly won't be spending another nickle...

Whatever u do DON'T GET THE DELIVERY!!! I read the reviews they all were the same. DELIVERY HORRIBLE. Believe me yes horrible Never again. Still waiting from 11/19/20 for the rest of our delivery. So horrible the 1 delivery guy should be fired. See something missing no pedestals yet Edit added: again, my review is on the delivery crew(driver), not the Lone Tree store. We picked the best LG Washer Dryer and got the best from the Lone Tree store. Our purchase was around $3300, at purchase we got free delivery. We paid $20 to have the pedestals attached. The pedestals were delayed the 1st time. So we asked if we took delivery of washer dryer only now, would we have a delivery fee for the pedestals. They said no. So only delivery fee refunded was the $20. Plus $50 off the pedestals that were $500. I understand if not available, it's not available. That's not the complaint or 1 star. It's the delivery driver, that never called that he was running late before the truck stopped. He was to show 2p-4p, at 4p no call no show. I called him to see what's up since we took the afternoon off. Complete attitude that the truck stopped on side of hwy, that he's not a mechanic just a driver and while he is on the phone with me he can't get the truck running again, oh and didn't I know it snowed in the morning! I replied with once the truck is running again are u still coming here with our delivery or not? He said he is way behind 4 deliveries before us. I asked why he never called. He stated again he needs to get off the phone. I went back to work. My husband had to also take off his night job too. The driver showed to our neighbors house at 730p, unloaded washer dryer and my husband ran out and told him your at the wrong house. My husband had moved the old set outside in front of the garage. He told driver these are the set that your taking. Driver said no I'm not. My husband insisted yes u are. Driver started calling his boss, telling the boss that my husband was yelling, swearing at him. My husband interrupted him and pointed out the 2 arlo cameras recording the whole thing, driver changed his tune and said he would take the set. Huffing and puffing, being rude as heck, my husband recorded him in our house. My husband asked are u changing the door around, he answered for $30. My husband asked for power cord, he answered for $30. My husband replied forget I'll hook everything once he goes and buys everything. The driver also never gave my husband the drum bolts to keep it in place during at move. He left 1 in drive and who knows where the others are. The delivery ended with the driver screaming at my husband and pointing at a pink paper yelling sign it so I can go. My husband asked sign where for what? Can't u read dude, sign the paper hitting the paper with his finger, the driver. My husband couldn't read his scribble. I was trying to call the store, no answer 6p-7p. I called the next day spoke to the girl there and she said Manager not in, she would relay message he would call back next day. No call back ever. We had to go to the store 2 weeks after the fact and manager had no clue about our situation. The girl said she relayed to Nick and Nate. Again we had to go to store in person 2 weeks later. We got 2 answers, pedestals are on back order 2 more times and we got back $70. No bolts. And a sorry I don't know what drivers problem was. Only until after this did I final put a review on about this whole situation without detail. After reply, I thought I would add details. Btw the delivery driver still works for them. I guess having all these bad delivery reviews, probably about the 1 driver are okay with them. Customers just...

We purchased a Bosch convection oven from Appliance Factory in November. Since then in using the convection format of the oven we have had uneven cooking to the extreme of one side burnt and the other not fully cooked. They send out the same tech who seems limited in his knowledge even after I requested a different tech for the second visit. Contact by Dave the manager of service who tells me that is all he has for the area and the tech report shows the oven working. I asked if they tested the convection operation or the baking operation-- his response was did you ask the tech. Communication with the company is less than stellar and I believe the sale is all they are after. If you need service you are in trouble. I've tried to contact the Presidents hotline with no response which seems common. Emailed corporate and tried to connect with the uppers via LinkedIn. To date no response. Just to mention we spent a good amount of money on this appliance as well as the refrigerator and the washer and dryer. I would suggest spend a few extra dollars and go elsewhere-- what your saving up front will cost you in times of service needs.

UPDATE: Well the new tech came out from Best Appliance and was very knowledgeable about the Bosch stove and has ordered the part needed. Great to hear! Now the next situation. We went back and purchased a front load LG washer and dryer. Requested an early or late day delivery for several reasons to include I run several business's and my wife is a front line nurse serving in Texas thus I would have to schedule for a delivery. Best part is Appliance Factory will text me the night before to let me know the time they will deliver the next day regardless of schedules I may have with clients. Tuesday was booked solid with client meetings and Monday night I get a text telling me they would deliver between 11 am and 1 pm. Called Alan in the warehouse and he said he would contact Nate at the store. I called Nate as well and was told I have two options: be at the house for delivery OR I will refund your money. Well asking for corporate was not an option according to Nate and when I call the Presidents line-- goes right back to the store so this is misleading. I've tried to connect with the president of the company via Linked and he refuses to respond. Customer service is not with this company-- They want the money in the door and the product out the door with no follow up. Nate-- still waiting on my...