ComplaintsforCenwood Kitchens
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Complaint Details
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Initial Complaint
12/31/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
******* I also will not use them again. I have purchased 2 ranges from this retailer. The first cost about $8000 which lasted 14 years and the latest cost $11,000+. I signed a contract for the cost, it took 3 weeks to arrive to their showroom, and I got a call that they had misquoted the installation cost from $175 to $375 dollars. I could not get the stove unless I agreed to pay the additional $200 (pretty poor customer service on a $11,000 purchase). My only other choice was to get a refund (after having no stove for over a month - actually longer since I took time to find the one I wanted). Never again.Business response
01/03/2024
After review of this claim by management, it was determined there was an error made in quoting the installation price that should have been corrected prior to finalizing this order. Since that was not corrected and agreed upon, Cenwood is responsible for our original quote of $175 for installation of a professional range. Though the correct price is $375, we did not communicate that prior to finalizing this order. Therefor we have refunded the customer $200 that was charged after the fact. This action was corrected with the sale associate and an apology to the customer on 1/2/24.Customer response
01/03/2024
I have been contacted by Cenwood and they apologized and made the compaint right. I wish to withdraw my complaint at this time.Business response
01/05/2024
After review of this claim by management, it was determined there was an error made in quoting the installation price that should have been corrected prior to finalizing this order. Since that was not corrected and agreed upon, Cenwood is responsible for our original quote of $175 for installation of a professional range. Though the correct price is $375, we did not communicate that prior to finalizing this order. Therefor we have refunded the customer $200 that was charged after the fact. This action was corrected with the sale associate and an apology to the customer on 1/2/24.Initial Complaint
06/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We just built a new house and used Cenwood for our appliances. The range top is faulty and needs to be serviced or replaced. I have talked to ***** the manager several times in regards to this issue. Service was scheduled for 5/22/23. We were told that the technician would arrive between 8am-5pm. we took off work and stayed at the house all day only to have them not show up. when we went to the text from the service department it showed that the issue had been resolved. It has not been resolved, they never showed up. We once again contacted ***** the manager at Cenwood. Cenwood rescheduled out appointment for 6/12/2023 and again anytime between 8 am and 5pm. on 06/12/2023 at approximately 12:30 pm, I received a text stating we once again have been rescheduled for 6/14/2023. This is unacceptable and ridiculous !!! we have been trying to get this issue resolved for over a month without any cooperation or results from Cenwood Appliance. They need to either fix the issue, or replace the item ASAP !!!Business response
07/24/2023
The issues with service on this rangetop were warranty related. The manufacturer/service company is who has been causing these issues. We were to give the servicer at least one chance to complete a call. After the second failed attempt, we ordered a replacement unit and are currently awaiting its arrival. We will then exchange the product at no charge to the owner. The manufacturer will also not pay for this exchange as they require a completed call. This additional cost will fall solely on Cenwood.
Rangetop is slated to arrive this week to then be exchanged for the customer.
Customer response
07/25/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
******************************************, ** 38642
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Contact Information
Business hours
Today,10:00 AM - 2:00 PM
MMonday | 8:00 AM - 5:00 PM |
---|---|
TTuesday | 8:00 AM - 5:00 PM |
WWednesday | 8:00 AM - 5:00 PM |
ThThursday | 8:00 AM - 5:00 PM |
FFriday | 8:00 AM - 5:00 PM |
SaSaturday | 10:00 AM - 2:00 PM |
Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.