ComplaintsforCharlotte Furniture and Appliances
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Complaint Details
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Initial Complaint
04/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought a stove two years ago and paid for extra warranty coverage for an Induction Stove. The glass top cracked and the warranty company (**********) will not cover the top. The crack is from Thermal heat and when I reported to Charlotte Appliance that their warranty company would not cover the top, they said that it is cosmetic and not covered? It is very disceiving to sell coverage and not cover the productBusiness response
04/23/2024
In regards to the complaint from consumer regarding his cook top – The warranty he purchased covers mechanical and electrical failure. The consumer claims the crack is from Thermal heat. Here is the explanation from the technical team at the warranty company indicating that it is a scratch not a thermal crack from heat. “This is the additional information they have sent regarding this claim as to why they are able to tell whether it is a thermal break or a scratch.Thermal breaks originate in or near the center of a burner. This is a scratch off to the side through the center not touching any of the burners. Thermal breaks spiderweb when they break. Sending cracks off in different direction from the origin point. Also, with a lot of breaks you can see a level change in the glass itself. This appears to be just a scratch. See below customers picture and under it a picture of a typical thermal break. “Picture of customer’s range top 2nd picture of customer range top Picture of a thermal crack below We have also made attempts here at Charlotte to contact the customer so that we could stop at his house to view the issue with no return phone calls – therefore forcing us to just reply to this notice – Unfortunately the warranty he purchased does not cover cosmetic issues which a scratch is considered. Thank you Mary B***** ControllerCharlotte Appliance
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.