1/5 -- Absolutely unacceptable customer service…read more
I cannot believe a company operates like this.
We did not even choose AJ Madison. We purchased a home where the refrigerator and freezer had originally been supplied and installed through them. The freezer was defective, and what should have been a simple replacement has turned into a TWO MONTH nightmare because AJ Madison takes virtually ZERO ownership of the process.
They would not provide someone to remove the defective freezer. They would not provide an installer for the replacement. They did not properly coordinate haul away. Their communication has been horrible. Nothing seems to happen unless I call, email, follow up, send documentation, explain everything again, and basically roll up my sleeves and do their job for them.
We were forced to hire our own professionals and have now incurred approximately $1,200 in expenses dealing with THEIR defective freezer.
It gets worse.
The installer WE had to find discovered that the required pairing kit between the refrigerator and freezer was missing and commented on how terribly the original setup had been put together. So not only are we dealing with a defective freezer, we discovered problems with how the appliances had originally been installed. We then had to purchase the missing components ourselves and pay professionals to put everything together properly.
Meanwhile, the old freezer ended up sitting in our garage because, once again, WE had to figure out removal and haul away.
After two months of this nonsense and approximately $1,200 out of our pocket, AJ Madison finally offers $400.
Insulting enough considering our actual expenses, but somehow they even managed to make THAT difficult.
They refuse to issue the check to ME, the homeowner who actually paid the expenses and has been handling this entire mess. Instead, because the original account was apparently under the builder's name, their outdated accounting process supposedly requires them to mail the check to the builder.
So now I have to wait weeks for AJ Madison to mail MY reimbursement to someone else, then wait for that person to receive it, and then have them write ANOTHER check to me.
ARE YOU SERIOUS?
I own the house. I paid the expenses. I hired the contractors. I provided the receipts. I dealt with AJ Madison. I dealt with the defective freezer.
Why exactly are you sending reimbursement for MY expenses to somebody else?
This perfectly summarizes AJ Madison.
Defective freezer? Customer's problem.
Need removal? Customer's problem.
Need an installer? Customer's problem.
Need haul away? Customer's problem.
Missing pairing kit? Customer's problem.
Warranty coordination? Customer's problem.
Spend $1,200 fixing the situation? Here is $400, but apparently we cannot even make the check payable to you.
The complete lack of communication and accountability is unbelievable.
Appliances can fail. That happens. What matters is how a company responds when something goes wrong, and that is exactly where AJ Madison has completely failed us.
Two months of chasing them, approximately $1,200 out of pocket, outside contractors, a missing pairing kit, terrible communication, an old freezer sitting in our garage, and endless unnecessary complications.
We inherited AJ Madison when we purchased this house.
After this experience, I would NEVER voluntarily choose them.
If something goes wrong with your appliance, be prepared to become the customer, project manager, warranty coordinator, installer coordinator, removal coordinator and reimbursement department all at the same time.
Absolutely ridiculous.
