Complaints

• Initial Complaint

  18/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  purchased a stove sept 9/22, problems couldn't adjust height of stove and glass on oven was bowed in and off clip called home hardware they said bring it back or call GE, called GE they called a repair man, never heard from them, so i called them, nov before they could come, called home hardware back to tell them i would bring it back told me no. called GE they found a repair man(**** Appliance), the repair men came and they told me that it had been dropped and twisted and the stove would not be the same even if they fixed it, they emailed GE about the stove. I called GE (Mr.*******) and he told me that the stove would be fixed and I asked why because **** appliance just said that it was a write off, I asked him how long would i have to wait for the parts and he didn't know, I called David Leland manager of Home hardware and he just pasted it back on to GE and Mr. ******* from GE will not return my calls, and when i had talked to him I told him many times I could not hear what he was saying the connection was terrible, I called ****** Appliance today and they have not heard from GE or even ordered the parts. I want my money back I paid $1091.35 for a brand new stove that i cannot use! I am so fed up having both of these companies passing the problem on to each other. I need help!! I had file #'s and ticket #'s but they kept telling me that they don't use them any more, one ticket # was 9411768049 now i have miss placed the file #.

  Business response

  25/10/2022

  We were made aware this customer's issue had not been resolved through the GE warranty procedures on Saturday, October 23 when the customer visited our store to inform us they were becoming  frustrated with the warranty claim process.  We informed the customer we would make further inquiries and phone calls and have a response for her no later than the morning of October 27 (Wednesday).  On Monday we discussed the issue with our management team and started reaching out to GE in order to resolve this issue for the customer.  By Tuesday afternoon we had responses to our messages and calls and were able to reach out to the customer and let them know we would be able to offer them a full refund and send our delivery team out at no charge to remove the defective appliance.  As of today's date we are processing the refund and putting the request for appliance pickup out to the delivery team.

  
  

  We wish to make you aware as a retailer we are not the ones who provide the warranty coverage.  This is the manufacturer's responsibility and we provide the manufacturer contact information on every invoice/receipt.  Most warranty claims are made and resolved without us ever being involved or informed there has been an issue.  In this case we felt there were extenuating circumstances which led us to reach out to the manufacturer in order to expedite a decision.

  
  

  We hope the customer feels we have addressed their concerns.

  
  

  ****** ****

  Owner

  Sussex Home Hardware Building Centre. 

  
  

  Customer response

  26/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18234034, and find that this resolution is satisfactory to me.

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