ComplaintsforConnecticut Appliance and Fireplace Distributors LLC

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased brand new ********** model ********** range from CAFD that didn’t work from the beginning. The oven does not reach the temperature it is set it at and can vary by over 100° at times! There is no option to calibrate it. They sent a tech to replace a part and it didn’t fix it. I was told, sorry, there are no other repairs possible. They’ve been giving me a runaround for months and I haven’t been able to use the oven at all. It’s brand new and under warranty but they won’t replace it or take it back.

  Business response

  05/15/2024

  Dear *****, we’re sorry to hear you’re still not pleased with the service provided. We scheduled the first service immediately with the manufacturer upon you reaching out to us 8 months following the purchase date. The tech replaced the control board and temp regulator, and the unit tested under a 30-degree variance, which meets their specs. After we heard you didn’t agree with their report we coordinated with another service provider on your behalf, and their report indicated the unit tested within a 13.5-degree variance, again well within their specs. Again, we’re very sorry to hear you’re unhappy with our service, but we’ve done everything we can to determine if the unit is faulty as you indicate, but it tested just fine by two different service providers. Please feel free to reach out to us if you’d like for us to try and set up a 3rd service inspection on your range.

  Customer response

  05/15/2024

  
  Complaint: ********
  
  I am rejecting this response because you have not been truthful in what the technician reported.
  

  Attached is the invoice that was given to us after the part was replaced. It did not fix the problem. It states, " Replaced parts, cycling the same. Reported to Electrolux. No other repairs possible"

  Why would the tech report to ********** if the problem was fixed? He told us that it is unfixable.
  

  It was acknowledged by ********** that there was a problem, that's why a part was ordered. It did not repair the problem.

  It is cycling up to 100 degrees over or under where it is set.

  This range does not go to or stay at any temperature it is set and is completely unusable.

  This is not fair and I want a refund,
  

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

  Business response

  05/16/2024

  Dear *****,

  We are sorry you remain unsatisfied with our answer.  A service technician has been out to your home twice and neither one was able to replicate your claim that the oven was not holding it's temperature by 100 degrees.  Please refer to the attached notes we have from the most recent service visit on 4/24.  Based on the findings of this report, ********** will not honor a warranty exchange. We stand by our offer to send a technician out to your home one more time to verify your claim, but we will not be offering a refund at this time.  Please contact us if you would like us to schedule this appointment. 

  Regards,

  CAFD

  Customer response

  05/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I accept their offer to have a technician come to my house and take measurements of the temperature.

  I would  like to video the readings and have that as the official document as opposed to a a verbal exchange between the technician and company.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  01/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Good afternoon, I would like to make a complaint on behalf of myself and other new home owners on my street. We were provided Gas Fireplaces through your company. It was one of the first things installed in New Build house. We had to go into your store to pick out appliances and was given the option of the Fireplace upgrades. I purchased the upgrades and was given a receipt of what I thought I owned and was being installed in my new house. This is also what happened with my new neighbors. So when I moved in I was told the Fireplace was not hooked up and I need to call to have CAFD install and fire my gas Fireplace. So when I called and left a message it was not returned in a timely manner then I was given a date 4 weeks later of 1/4/22 to have it installed "If they did not allocate my parts to another person on their list." Their words not mine! I asked why they would give a product i paid for to another purchase and was told " That is just what we do!" Their words. Never the less they thought they could get me in on 12/24/21 and I was happy until I got A NO CALL NO SHOW! so I called again and they said " We do not have your parts they were Allocated to someone else." Again! So they gave me the date of 12/30/21 and again NO SHOW when I called once again nothing. My neighbor did get someone there on 12/30/21 but the guy did not have the parts he paid for and was given a date of 01/12/22 for another install. which does not sound promising for me on the 01/06/22. I really think you need to be held accountable for your customer service and the way you handle peoples property they have paid for. On a good note our Sales person Katrina was very pleasant and knowledgeable. I hope their is something that can be done for a Customer that is just trying to get the services and products that they pay for and also for my New Neighbors. Hopefully they are doing the same thing I am to get some Help on this.

  Business response

  01/07/2022

  I will address our customer's complaint but I will not be responding to his neighbor's issue at this time.  I would ask them to please reach out to us directly if they are experiencing an issue.  We went out to the customer's home yesterday 1/6 and completed installing the accessories for his fireplace.  We apologize for the delay and we believe that we have completed the installation to the customer's satisfaction.

   

  Customer response

  01/07/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for finally installing our equipment I do have questions the Blower is extremely loud and the medal in the front is bent I will look at it myself hopefully there is a fix. The installers were very nice and showed me the remote and gave me pointers. Thank you. 

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

*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. ↩