ComplaintsforSummit Appliance

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a summit electric stove for my rental property a few years back . The stove stop element (the biggest one) stopped working. I replaced the burner **nnection which normally is the problem they do burn out. The replacement wouldnt work. Contacted the ** and they told me that the a few years back the wire **nnection had been changed that the burner no longer would get red hot because of a federal law passed. I then order from them a new element which they said would work with this older model. IT DIDNT work at all. Spent over 100 dollars in their own c*** that they dont seem to understand themselves. Told them the issue was the **nnector which I asked the to send me for the older models they have still in service. The girl I spoke to had no clue on what I was telling her like she stated to me that they did not have **nnectors. I ended up getting the universal **nnectors but the electric element does not heat hardly cant use it to **ok because it will take 3 hours to **ok something that would take 20m . Summit stoves are a waste of money MAKE SURE NOT TO BUY this brand!!!

  Business response

  02/22/2024

  Hi ********,

  The *********** of **** Appliance Manufacturers (AHAM) and the **** have changed the coil burners for electric ranges. The reason for them doing this is to prevent house fires in homes as most of these fires are caused by unattended cooking. As a result, the wattage on electric ranges coil elements have changed  to a lower wattage. This means that boiling and cooking does take a bit longer. What we recommend is using medium-weight flat bottomed pans that match the size of the elements and are made of a metal that conducts heat well. Use lids when cooking. The lid on a pan tra[s steam and uses it to speed up the cooking process. Use as little water as necessary in the cooking utensil to reduce cooking time.

   

   

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Summit *********** Range in 2022. On August 16, 2023 I smelled gas when I turned on the oven. In a short time I got a violent headache. I called the local fire department who after seeing me called the Paramedics and eventually had an ambulance respond. The house was unsafe to enter because it had a CO2 leak and I was experiencing symptoms of CO2 exposure. I was given two tanks of oxygen. The gas company inspected and confirmed a gas leak.I called Summit and they took no responsibility for the appliance. They didnt ask for serial or model numbers to prove my purchase and said it wasnt under warranty. They gave me two repair companies neither of which is taking any new customers. I am not only out over $900 for the appliance but have no one to fix it. I have no use of an oven.I am a 71 year old senior with limited resources. I had to buy a compact appliance because that is all that fit in my home. I could have died from CO2 poisoning or my home could have blown up and their unsympathetic customer service person was of no help.

  Business response

  08/18/2023

  Hi, sorry to hear this. The last communication we had advised that though your unit is out of the manufacturer warranty we were still going to cover the repairs. All you need to do is send us a copy of your purchase receipt and you need to find a local service company for the repair of the unit. After you get the service bill, you also need to forward to us so we could reimburse you. Pls continue this conversation with our customer experience Directory *************** that is handling your case, He can be reached by emailing *******************************

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a cooktop from Appliance Connection and when the professional installer installed the cooktop; it has a design flaw and the top will not close properly. Our professional installer stated the top is off an 1/8 inch. I reached out to Summit Appliance and filed a warranty claim. This is their response Unfortunately we can not have the unit serviced. According to management and tech support the gap seen in the pictures is part of the manufacturing design. It can not go any flatter than what it already has. If you are unsatisfied with the unit as is you may take it back to the dealer that it was purchased from. They state they manufactured a cooktop that sits flush on the counter at the back but does not sit flush on the front counter. This is crazy. There is obviously a manufacturer defect but they are trying to get out of honoring their warranty.

  Business response

  07/13/2023

  Hi, it looks like the frame on the unit you received is damaged as the top should sit flat on top of your counter. We will replace your unit.

  Customer response

  07/19/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** And ***********************
  
  
  
   
  
  

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had ticket number with the business :************* Address of where the unit is located: **************************************************** (BETWEEN **** *** ****)Model Number: ******* Serial Number: ***** Date of purchase: 2022/7/23 ************ the unit was purchased from Economy Appliance (******************************************************** *****)I scheduled an appointment on Sep 30. The gasket has broken again after the technician replaced the gasket. I reply the email chain, and no responds. Please help me schedule an repair appointment or send me a new gasket. i will hire someone to fix it. It's funny the washer only used for 3 times for $800.Thank you.

  Business response

  12/30/2022

  Hi- An appointment has been scheduled for next Wed 1/4. 

  Customer response

  01/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here] Sorry, they came to check but not problem not resolved till now.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* **
  
  
  
  
   
  

  Business response

  01/11/2023

  Hi, the reason why the gasket is breaking is because you all our overloading the machine putting stress on the bearings and it is causing the gasket to crumple. In addition, you all are using this machine outdoors which it is not recommended for outdoor use. We have scheduled a courtesy call for Thu 1/12 to repair the gasket. 

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My compressor on my refrigerator is unrepairable.I was told they would send me a new refrigerator. Now they are saying that I have to pay for it and they can send me a compressor but they do not install.Their story has totally changed. ******************************* is the one who told me I have to pay and they do not install compressors. So what is the point of the compressor warranty. This is not what I was told . **** who works there told me otherwise- also the service providers who came out to inspect the refrigerator.

  Business response

  11/14/2022

  Hi Mrs *********, we apologize for the misunderstanding and confusion. Compressors carry a five year warranty but it does not include installation. We would have no problem honoring a compressor but unfortunately the installation is not covered. If you're not able to find a licensed service provider that would be able to install the compressor is the reason why you were offered a new unit at a discounted price. If you're interested in a new unit at a discounted price please reach out to our customer experience manager ***. ********************************************************* 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  There was no transparency on the cost of the shipping of goods. I was informed it would be $20 or less but once the item shipped it turned out to be $43 for shipping. If that was the case I wouldn't have ordered it and I asked the associate that was assisting me but she couldn't give me any answer besides less than $20 clearly that is not the case. I am seeking a $20 refund at which point I would still be paying more than I was informed for shipping but I find this to be a reasonable resolution.

  Business response

  08/31/2022

  Sorry for the confusion. Yes, the associate should have mentioned a clear freight and handling fee on the call with you. If this did not happened, we will gladly refund $20.00

  Customer response

  09/02/2022

  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 and the matter has been resolved. I am still awaiting refund as of 9/2 but once completed the resolution would become satisfactory.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased an outdoor refrigerator, model number *********** in June of 2022. Upon receiving the outdoor fridge, we realized that the door, which was supposed to be interchangeable so that it could either open on the left side or the right side, did not have the proper holes in the fridge to change the door swing. We called ****************************** sent someone out to look at the fridge. Their initial solution was to create holes in the fridge while it was still in our backyard. I told them that for the amount I paid, I don't want them "making holes" in a brand new fridge. They then said that they would replace the fridge because it was a manufacturer defect. We receive the new fridge a few weeks later only to realize that the wrong door is on the ************** is no hinge to change out the door swing again, & on top of that, the door that they have on doesn't even touch the sensor that activates the cooling system to turn on when the door is closed. The company then sent a new door, which also did not reach the sensor. We called Summit again & then said they would send a new fridge. Again, they sent the new fridge and the door was improperly installed again & the door did not reach the sensor again. Called Summit said they would send a new one. The send a new one & there is damage on the top and again door is incorrect and sensor can not be activated. Again, company was called and they set up delivery of new fridge. The day that they said they were coming, they were a no show. They said they were coming another day and we told them that delivery had to be after 2 PM because I work, & have already taken so many days off for the delivery of this fridge. They called day of delivery at 10 AM & said they would be to my house in 15 mins. I explained that I am working & I confirmed with warehouse that delivery had to be after 2 PM. Now I can't get a hold of anyone to see where my fridge is. I have said I want my money back, to cancel fridge and they said that's not possible.

  Business response

  08/25/2022

  ***************, first and foremost let me apologize for the inconvenience. We would never deny a cancellation of an order if you're not satisfy with our product, so this could have been a misunderstanding and for that we apologize . As we have it understood, a new fridge was delivered yesterday Wed 8/23  as you signed for delivery and accepted the unit . Please let us know if this is not the case. 

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 28 Summit Brand refrigerator, model number ************ from ******** Appliances in Brooklyn in January 2019. I also purchased a 5 year *******************************. extended warranty for the refrigerator and several other appliances. During 2019, the refrigerator stopped working two times. Both times, all my food spoiled and had to be disposed of. Each time, I contacted Summit for repairs since it was covered under warranted. Eventually, the refrigerator was repaired by Summit. After my refrigerator failed the second time, I contacted Summit Appliance for some type of compensation for my spoiled food since it was clear that the refrigerator was not properly repaired the first time. After several emails, a manager requested photos of the spoiled food, which I immediately sent. He said he would look into whether he could compensate me for the lost food. I never heard from him again even though I repeatedly followed up. Two weeks ago, my refrigerator stopped working again. All my food was spoiled and had to be disposed of. I contacted ************************** and a repairman deemed the refrigerator unrepairable. Again, I contacted Summit several times to be compensated for the food that spoiled. They refused. During the three years I have owned the Summit refrigerator, it has failed three times. This is completely unacceptable. The refrigerator should have been replaced after the second failure. In addition, each time Summit should have reimbursed me for the spoiled food since the failure were due to no fault of my own. Summit correspondence with me has been short, unprofessional or unresponsive.I have given Summit multiple opportunities to reimburse me for the hundreds of dollars in spoiled food but they continue to refuse. Their product has been defective from the beginning and as a result I suffered financially. I should be compensated.

  Business response

  07/14/2022

  Hi- Since the unit is not covered under the manufacturer warranty, a request for a new unit was passed on to the customer's extended warranty company. According to them, they reached out to the customer and extended an offer to her. 

  Customer response

  07/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I realize my unit is no longer covered under the original warranty. My complaint has always been for food loss. My unit broke down twice under the original warranty (within the first year) and both times I requested to be compensated for food loss. The second time the refrigerator failed, I made another request to be reimbursed. A manager finally requested photos. I sent the photos to him immediately. After sending the photos, the company stopped responding to me. Photos were attached to my original BBB complaint.
  

  Again, I am requesting reimbursement for food loss both times the refrigerator failed.  
  

  Summit continues tries to avoid responsibility by evading the issue, or not responding to the exact request, that is, reimbursement for food loss. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  07/15/2022

  We are sorry for your food loss but we cannot reimburse you for same.

  Our warranty is clear that we are not responsible for consequential damages due to an appliance's malfunction

  Customer response

  07/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Due to the failure of my Summit refrigerator twice, the food in both my refrigerator and freezer was spoiled and disposed of each time. It is the companys responsibility to stand by their product. The refrigerator failing twice within one year clearly shows I received a defective unit that was a lemon. The refrigerator needs to be completely replaced after its third failure. It cannot be repaired.  I must be reimbursed for all food loss based on the defective product I was sold. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Ice maker based on advertised specs. The unit does not function properly nor to advertised specs it is misleading and false advertising.

  Business response

  06/21/2022

  Hi- Customer satisfaction is our number one priority. We will either repair, replace or pick up the unit for a credit. 

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a Summit washer-dryer on January 8, 2022. Three weeks later a broken machine was delivered and installed. It is still here. I was told a working machine would be delivered and installed today. I prepared my apartment for the transfer and was called this morning to be told they are not doing the transfer today, but will be doing it in three separate visits starting this coming Friday. These people are very civil in their interface, but they keep changing the program and lying to me. I am ******************************************************************************************* PLEASE PRESSURE THEM TO DO WHAT THEY AGREE TO DO.THIS NIGHTMARE HAS BEEN GOING ON SINCE JANUARY 8, 2022. THANK YOU.

  Business response

  03/10/2022

  We have spoken with the customer and will do the complete job tomorrow- not in three visitsTell us why here...

  Customer response

  03/17/2022

  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 and the matter has been resolved.
  
  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. ↩