ComplaintsforAitoro Appliance & Electronics

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered new washer and dryer. When delivered, installer said he couldn’t vent dryer to side rather than rear. Didn’t want to just install washer. Wanted to do both at same time. After they left, contacted ****** and learned that problem was easily correctable. Messaged Aitoro to cancel order and got message reply “OK”. Spoke with saleswoman to cancel order and was told it would take 3-5 days to see credit. It has now been 8 days with no credit. Called saleswoman again today and said that no credit was posted and after again giving her credit card information, would told it would take another 3-5 days. Over many years, I have purchased many appliances from them. When ordering, my credit card is instantly charged. Their policy of issuing credit is very bad!

  Business response

  06/28/2024

  We are refunding today. Sorry about that.

  thank you,

  Eric

• Initial Complaint

  12/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  As per Aitoro Bill for Install # ****** dated 05/10/23 (copy attached) I paid Aitoro Appliances $319.05 for labor to "completely install" my ****** * ****** (2) Drawer Dishwasher & custom trim panels. Aitoro billed my **** card $319.05 and scheduled the install for 05/25/23. Installer arrived on 05/25/23. Before he left I mentioned D/W drawer was not closing properly (i.e.,drawer was hitting the side of the adjacent cabinet.) Installer refused to make adjustments, resorting instead to physically pushing the open D/W drawer laterally using the force of his body weight, (which may have caused unforeseen damage to the D/W). Furthermore, as Aitoro’s installer did not have proper tools on hand to cut and fit the toe kick onto D/W, installation was not completed. Furthermore, installer coerced me to sign-off on the installation before completion by assuring me he would return & complete D/W install. Installer never returned to complete the install. On 07/13/23 & again on 07/24/23 I notified Aitoro by phone & email that D/W was hitting the side of the cabinet and, as installer failed to install toe kick, installation was neither "complete" or "proper". Aitoro did not respond to any of my telephone calls or emails. On 07/25/23 I called/emailed Mfr. (****** * ******* informing them of their dealer Aitoro's incomplete / improper install, who then contacted Aitoro on my behalf. Aitoro scheduled a remedial installation for 08/15/22 @ 11AM. No one arrived at the scheduled time. Day of install I called Aitoro and they confirmed I was on their schedule. I waited all day for installer to arrive. No one did. Nor did Aitoro advise me of change of schedule. I have not heard from Aitoro since! To the extent Aitoro was paid in full $319.05 in advance to "completely install" my D/W, and Aitoro failed to completely or properly install my D/W, I request my **** account be credited in full in the amount of $319.05 without further delay.

  Business response

  12/22/2023

  Hi,
  We completed the installation the customer was not happy with the final look of the install. We setup service and had the installer go back to adjust. The installation is completed, the issue with the final look is due to the cabinet panels. Unfortunately there is not any more adjustments that can be made on our end of the installation, it is a cabinet panel issue.
  

  Thank you

  Customer response

  12/22/2023

  
  Complaint: ********
  
  I am rejecting this response because:  Aitoro's response is completely and factually incorrect.  On May 10, 2023 customer paid Aitoro in full $319.05 in advance of the scheduled May 25, 2023 installation date.  On May 25, 2023 Aitoro's installer failed to install the Fisher Paykel (2) drawer dishwasher so that the dish drawer would close properly, and also failed to complete the installation; i.e., installing the toe kick (as installer said did not have the tools necessary).  Installer promised customer he would return to complete the install.  At the manufacturer's insistence, Aitoro scheduled another installation date of August 15, 2023 to complete the install.  On the August 15, 2023 scheduled installation date  Aitoro's installer failed to appear.to complete the installation.    

  Aitoro Appliance Warehouse, the entire Aitoro family & staff (including mgr.AJ Aitoro & salesperson Jason P*****) are serial liars; they are totally untrustworthy, unscrupulous, disreputable, greedy and incompetent. Under no circumstances should customers purchase product from Aitoro Appliances. Customers would be best served by any of the big-box stores, i.e., ** ******** *******, etc.

  ***** *******

  Business response

  12/27/2023

  Unfortunately the installer has tired a number of times and the install issue is with the cabinet panel. There is nothing more we can do. 

  Thank you,

  Customer response

  12/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  1) Aitoro Bill for Install dated 05/10/23 AND PAID IN FULL BY CUSTOMER IN ADVANCE OF SERVICE CALL Aitoro states:"JDH COMPLETE INSTALL" and "INSTALLER TO COMPLETE JOB"

  2)Aitoro response states: "Unfortunately the installer has tired a number of times and the install issue is with the cabinet panel. There is nothing more we can do."  

  AITORO WAS CONTRACTED TO PROVIDE A "COMPLETE INSTALL"  Aitoro's installer was unable to complete the installation as they were contracted & paid in full to perform. As customer contracted for a complete installation and received only a partial installation, there IS something Aitoro can do:  REFUND the cost of installation TO THE CUSTOMER that AITORO was unable to complete!

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

  Business response

  12/27/2023

  We installed the dishwasher per the spec's there is nothing more our installation team can do about the cabinet panel. We went out multiple times and cannot refund the install fee. 

   

  Thank you

  Customer response

  12/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: To keep a customer's payment for services which customer has prepaid  Aitoro for in full, not once but TWICE, and Aitoro has not completed the work in full is THEFT.  Shame on the entire Aitoro family and staff.  You are dispicable,greedy, dishonest, untrustworthy, unprofessional THIEVES.  You should be OUT OF BUSINESS.  And I will do everything in my power going forward and not stop until Aitoro is out of business.

  
  ***** *******

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a package of appliances from Aitoro on June 21, 2022 for approximately 21,701 USD. One component of this package was a *********e chimney style hood. The hood was delivered in May 2023. Aitoro installer James came to install the hood in the beginning of June 2023. He stated the hood was not compatible with our kitchen due to windows along top of wall over stove and said that we needed the other model of *********e hood that vents out rear. We tried to return original chimney style hood but Aitoro told us that since hood was part of a rebate they were not able to be resold with warranty and they would not take return. We then purchased the other ********** hood that vents out the rear for 2000 USD on June 11, 2023. The hood was delivered on June 19, 2023. Aitoro's carpenter came to our house on June 25, 2023 and informed us that the second hood does not vent out the rear as we were told by Aitoro but vents out the top like the chimney hood. We attempted to return this second hood as it was not what we were told we were purchasing. Further, it was not part of any rebate plan and no waiver was signed. To date Aitoro has refused our request for refund. We last attempted to resolve this issue in person on July 10, 2023. When asked why we couldn't return the hood the only response Mr. Aitoro (junior family member) responded was "Because!". We asked for senior Aitoro family member to call us and were assured he would be to date there has been no contact. We deserve a full refund for the 2000USD because the product we received was not what we were told we were purchasing (i.e. we were told we were purchasing a second ********* hood that vented out the rear). Our interaction with Aitoro has been extremely poor and we hope you can help us resolve this.

  Business response

  08/04/2023

  We would like to address these issues.
  
  First when you purchase a suite of ********* Appliances the consumer gets a rebate of a free no charge hood. In turn there is not any money or credit that can be given for the hood. We also have a hood policy that all hoods as special order items and not returnable.
  
  Second on the purchase of the second hood, we offered the hood at our cost as a courtesy and the second hood was being installed by the Sutton’s contractor. I have checked and confirmed in *********’s install instructions that the hood can be rear vented. Since hoods are special order not returnable items this hood also can not be refunded. The second hood was opened and attempted to be installed by the contractor there is not way for us to take back opened/used hood. 

  Customer response

  08/07/2023

  
  Complaint: ********
  
  I am rejecting this response because they are incorrect in stating the following:

  It was not our contractor that opened the hood but rather the person Aitoro sent to our house to instal the hood who opened it and told us it does not vent out the rear.

  We want a refund for the second hood because Aitoro’s team sold us something incorrectly and they opened the box. Finally, Aitoro provided no documentation stating the hood could not be returned.

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

  Business response

  08/08/2023

  The Hood at the customer's house does in fact Vent out the Rear. The customer needs to hire a contractor and a HVAC company to install the hood. There needs to be hole cut through the house and a custom duct piece needs to be made. Our installer advised all of this after the first hood did not fit. If all this work is done by the contractor and the HVAC company, we can install or finish the installation.

   

  Thank you,

  Eric 

   

   

   

  Customer response

  08/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The business is being dishonest. They did not advise any of this. Perhaps the hood can be adapted to vent out the rear but it does not vent out the rear as sold to us. Again, this was Aitoro's team that came to the house and told us that the hood doesn't vent out the rear. This is not a custom hood and we want to be reimbursed for being sold something under false pretenses. There was never any discussion about adapting the hood- we would have never purchased a hood that we would have to adapt and hire a contractor and HVAC company to make functional. Our experience with this company has been extremely disappointing and if we cannot resolve this on BBB I will dispute this with my credit card company as their response confirms the hood doesn't vent out the rear when sold as is.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From: **** **** Sent: Wednesday, November 2, 2022 2:52 PM To: ****************' Subject: FW: re Aitoro / **** range issues Mr. Aitoro My name is **** **** *** we previously purchased several appliances from Aitoro over a decade ago *** actually Anthony D***** was the contractor, everything was smooth w Aitoro. So we decided to be return customers. Now to 2022…In June we purchased a **** stove top *** Best back draft. Our sales person was Joe L***. Installation was done on July 22. In early August we noticed a black tar like substance surrounding the stovetop *** leaking onto the stone counter installation. As such Dave Pelliccio came to our home August 12.. Dave cleaned off the substance *** suggested to call Aitoro customer service if the problem re occurred. Unfortunately it reoccurred *** continues to remain a problem.. On September 13 , **** specialists Clark took the stove top apart *** discovered the substance in the stovetop. On October 20 Anna Chejin claims to have scheduled Joe to come to our home *** fix the issue. Joe did not call or show up. On November 11 Anna claims to have scheduled Joe again. Joe did not call or show up. NOV 1 The issue remains not fixed by your company *** I’m sure you underst*** our frustration *** disappointment w Aitoro.I anticipate a timely response from you as it seems your team has failed to address the issue. I have attached Relevant emails *** photos for you to reference. Sincerely **** * ****

  Business response

  12/10/2022

  We are going to send our installer out to the house to peel off the gasket that come with the **** cooktop *** clean the countertop. Aitoro Appliance just installed the cooktop per **** instructions with their install supplies.

   

  Thank you,

  Eric 

*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. ↩