ComplaintsforUniversal Appliance and Kitchen Center

• Initial Complaint

  04/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Changed the oven multiple times on the invoice and final delivery was not even the steam oven I had ordered.SO2450TE/S/T is 3969 SO24TE/S/TH is 3100 but I have been charged 3969 for this model.i do not want either of these models I ordered Model: CSO24TE/S/TH Price: $3489.00 They kept changing it on invoice and finally delivered the older model and charge me price of newer model Resolution 1 : take back the unused oven installed on March 1 and refund my money i.e. $3996 price I paid plus $280 delivery install and parts plus tax on all Resolution 2 : take back this oven give me the steam oven I ordered and refund the difference ( steam oven is cheaper ) I have already paid for delivery and install of the wrongly delivered model Thanks

  Business response

  04/15/2024

  We were able to take care of the issue for the customer.

• Initial Complaint

  10/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased several new appliances at UA. These appliances delivered to our new home September 8th I believe. Issues with the Thermador induction range began from the date of delivery, the oven unresponsive, (their delivery guys never turned it on, they just dumped it and left), UA notified it didnt work, and we waited weeks till they sent someone/tech to service this NEW range. Evidently then we come to find out that UA sent their tech and not a Thermador tech , their tech called Thermador at the time of visit and was told it needed a whole new circuit system. Basically defective. Then UA says oooos lets deny *********************** weeks later Thermador tech comes and says we dont have correct wiring for this 4 wire to operate range. Not ONCE was this tested on delivery, told to us when purchasing etc or wed never have purchased something that couldnt work in our home. To run another wire would cost us several thousands. Then several calls to and from manager , we kept getting push back, awkward responses and zero resolutions. We told them we can still purchase from them but for another range suited for our home (which most homes dont accommodate these new ranges btw). Never were we told ONCE that this range could only work on 4 wire, and it was clear when we let the Studio City manager know all this about the special requirements , that she had ZERO idea what we were talking about, clearly she missed the Thermador inservices educating their distributors representing them. We are not being treating fairly or properly, this isnt our problem or mistake and so far, I havent had an oven to cook in coming up on a month now and I cook for seniors who cant get out so they too are suffering. Exactly what are our rights at this point? We have been patient and respectful but anyones guess is as good as ours as to when we might get a call from UA, when and what the resolution is, we spent thousands on the range. We need another range, most work on three prong electrical like we have, we even suggested a ****** electric exchange and got met with silence and then vague excuses, and Ill call you back, then ZIP.

  Business response

  10/10/2023

  We made arrangements with Thermador and customer's range will be replaced. We would like to apologize for the inconvenience.

  Customer response

  10/12/2023

   
  Complaint: 20687295
  
  I am rejecting this response because:
  The manner in which this was taken care of , which still hasnt been resolved as yet ( again have not had a working range for over ONE month) was unprofessional. I was the one who had to follow up with calls twice weekly at least, to see if the company employees? were even doing anything, not my salesperson but the management, who sometimes never called us back after 3 left messages.  I , as the customer spending over 16k to UA was made to feel like  the lemon appliance sold to us was somehow our fault, then using condescending tones on phone  saying perhaps our electrical was reason for malfunction etc. which indeed it wasnt . No one appeared to even care we havent been able to cook for almost 6 weeks.  No one had any knowledge of the new line of thermadore at the time of my purchase obviously . NO apologies offered till I complained here on this neutral website. No discount or zip even offered for our time,  trouble,  and trauma. Just an all and all bad experience, I hope this company will treat other customers who get lemons,  better from this learning experience and management is better trained in communication skills and knowledge of what is sold. 
  Sincerely,
  
  ***************************

  Business response

  10/16/2023

  Hi ****,

  I would certainly like to apologize for the inconvenience and definitely understand your frustration. This faulty ********* range had to be replaced by the manufacturer, which usually takes time. Please note, we are not the manufacturer, we are the retail store selling the product, manufacturer by someone else. In this case, we had to follow *********'s protocol regarding the faulty range. And believe me, we spent a lot of time between different *********** of ********* and finally were able to convince them to replace the range.

• Initial Complaint

  01/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Universal Appliance and Kitchen Center *************************** *********************************************************** Invoice of purchase #****** Invoice of repair # ****** I am writing this letter to bring your kind attention that the product I had bought had been defective. On 01/12/2020, my husband and I bought a stainless steel fridge KitchenAid KRFC704FSS at **************************************************************. Unfortunately, the fridge KitchenAid has not been performing well because it has already been repaired approximately 10 times in the past 3 years. I have been disappointed since the very first day, when I plugged it in and it already wasn't working at all. First, we called the store service company since we had the warranty for a year. Their technician came and replaced the seal system (please see the invoice). Few months later, the fridge started leaking, the ice machine stopped working, the freezer did not freeze properly, and, most importantly, the fridge started making unbearable noises like a drilling tool. We already used three different service agencies that sent us their technicians. They determined that new parts were needed due to ice buildup behind the freezer. Therefore, they have already replaced the fan twice, the computer, the motherboard, and the sensors, accordingly. Despite constant replacements, a few weeks after each intervention, the fridge started showing exactly the same symptoms as described above. I called the Whirlpool trade center at ************ and I was told that the universal appliance repair is NOT authorized to replace the seal system which is composed of condenser, suction tube and compressor in the first place.I would like to know the procedure to process the return and refund of the product. I already spoke to the store managers and my problem has not been solved.

  Business response

  03/13/2023

  Since KitchenAid refrigerator is over 3 years old customer shall direct all the complains and request for a refund to the KitchenAid directly. Universal Appliance and Kitchen Center is not responsible for the refrigerator after it's been delivered to the customer. All service related issues or complaints shall be directed to the manufacturer.

• Initial Complaint

  04/02/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I bought and paid in full for full line of appliances 12.28.2019 for renovation. 2020 Covid hit and I Universal called for refund but was denied. My renovation was completely shut down because of Covid and I had to wait to start over. Throughout Covid I kept in touch with Universal manager ***** 3-4 times indicating to her that I haven't started renovations because of Covid and was told each time my appliances were in a warehouse and ready to be delivered anytime. Finally, end of 2021, I scheduled delivery for Jan 2022. ***** scheduled it then called in December and said she that the manufacturer cancelled my order because it was so old and a new order would need to be placed.. ***** could not get my original order placed because prices have gone up and tried to get me to pay another ** for my order, but I had 24hrs to decide OR she offered me twice a full refund during these conversations. I opted for the refund as she stated it was out of her hand the manufacturer cancelled the order. Therefore, there were no appliances being stored in warehouse to deliver. Not until several emails and phone call requests she finally in February 2022 refunded all but 20% stating it was cancellation fees. I have asked and emailed multiple times for this fraudulent false fee to be refunded that Universal is charging me . I get no response or returned calls . I also spoke to manufacturer and distributor, neither company states that its their policy to charge such fees. I have also spoken to the owner **** and he's not familiar with the details of what ***** offered me but looks at the issue that I cancelled the order and states that its the store policy to charge such fees. I also offered to purchase another appliance to make it a win-win but was offered a small credit towards this offer. I was also Never asked to pick up my order during this entire time. Its now April 2022.

  Business response

  05/17/2022

  Business Response /* (1000, 5, 2022/04/22) */ This particular order was Special Order - No Cancellation. Therefore, we made an exception to cancel the order, but charged the re-stocking fee. Re-stocking fee can't be waived. Consumer Response /* (3000, 7, 2022/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. UA description of transactions are not factual and continues to change their stories from Cancellation Fees to Restocking Fees. 2. Manufacturer (**********) cancelled the order - I did not. 3. ***** had to" start over" and place a new order costing me more monies on 12.27.21 which I did not approve. 4. There were no appliances to "restock" which was why she had to place a new order. Spoke to both manufacturer and distributor and they do not charge cancellation or restocking fees. 5. ***** offer me twice a full refund and eventually refunding me months later less this 20% fictitious "restocking/cancellation fee". 6. Still willing to put this full credit toward a new appliance I am in need of.

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