ComplaintsforElite Appliance

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my profound dissatisfaction with the recent purchase I made from Elite Appliance, comprising a new oven range, vent, and warming drawer, all manufactured by Capital Cooking. Shortly after the installation, I encountered an issue where the light on the vent ceased to function. Believing it to be a routine matter covered by the warranty, I promptly contacted Elite Appliance, who redirected me to liaise directly with the manufacturer.Upon engaging in discussions with the manufacturer, it became evident that despite the units being brand new, they fall outside the scope of the factory warranty due to their manufacturing date. Despite my efforts to resolve this matter by conversing with a representative and persistently following up, Elite Appliance has consistently refused to respond to any of my calls or initiate the necessary repairs.This situation is deeply distressing, as I was never apprised of the fact that the purchased units were beyond the coverage of the factory warranty. The lack of communication and unresponsiveness from Elite Appliance suggests a disconcerting lack of customer service and raises concerns about the integrity of this transaction. Furthermore, attempts to connect with the store manager have proven futile, exacerbating my frustration and exacerbating the perception that this may be indicative of deceptive business practices.

  

  Business response

  01/23/2024

  We have reached out to the customer on numerous occasions and we heard back from him today acknowledging that he had missed our calls. We returned his call and left a message that we have been in the process of resolving his issue with his hood. We have ordered the parts and expect them to arrive in the next 2 weeks. We will follow up with more information once we have spoken with the customer and the parts are in.

  Customer response

  01/24/2024

  I did miss their voicemails but did speak with the tech and gave him the part numbers for him to order. Not sure why it is taking so long to order as 3rd party OEM parts ship within in 2-3 days. Regardless, The broader issue has not been resolved other than, Ops, we sold you some old stuff. 

  Customer response

  02/02/2024

  I am rejecting this response because:   

  I did miss their voicemails but did speak with the tech and gave him the part numbers for him to order. Not sure why it is taking so long to order as 3rd party OEM parts ship within in 2-3 days. Regardless, The broader issue has not been resolved other than, Ops, we sold you some old stuff. 

  Customer response

  03/13/2024

  Elite had finally sent someone out to repair the range. There was nothing done in regards to selling me appliances new even though they are no longer under factory warranty. I have purchased thousand dollars worth of appliances that are not under factory warranty. 

• Initial Complaint

  11/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ********************* of Elite Appliance made an unauthorized purchase with my credit card in the amount of $5560.00 on Sept. 26, 2023 without my knowledge! I contacted him about purchasing a stove for a house I built, but they didn't have the one for Propane Fuel and said it was possible they could get a "conversion kit". He asked for my credit card and I hesitated and told him not to run my card unless they had the appliance in stock with this part. ****** promised that it wasn't their policy to do that and they would not run my card without my consent. Several weeks went by without word so I made some phone calls to the manufacturer and parts companies and discovered there was no "conversion kit". I called my credit card department and canceled my card on Oct. 20th b/c I didn't trust these people. Then I discovered that he lied and had actually ran my card on the day I called! I immediately called ****** to get the transaction cancelled and reverse the charge on my credit card and he said it would have to get "approved"!!!! Imagine my outrage... approved? I did not even approve to charge my credit card in the first place!!!! Since then I've made repeated calls to Elite Appliance, to their management, accounting department, etc. all to no avail. I have filed a fraud report with my bank and billing dispute with my credit card company. The company may be owned by a man from *************** named ***************************** or this ********************* person. I am outraged. As a web developer, I fully intend to go all out online to report these scammers unless and until they return my $5560.00. That's an exorbitant sum of money and a clear fraud case. Please help.

  

  Business response

  11/22/2023

  Good afternoon, it is unfortunate to hear that the customer had a bad experience with our company. This matter has been resolved with the customer and our team has been in communication on numerous occasions via email and phone throughout the process of the order. The customer expressed concern over the delay of her product and we explained on several occasions that we were waiting on the conversion kit from the manufacturer. The customer later called and said they had spoken with the manufacturer and a parts supplier and that the needed conversion kid did not exist and that they would like to cancel the order, which we have done.

  In the matter of their credit card being charged, it is our standard practice to take payment, at the time of order, for special orders. Since this unit needed to be converted from NG to LP, and a conversion kit would need to be ordered, payment was collected at the time of purchase. We apologize for any miscommunication on this part and we have refunded the customer in full after the order was canceled. 

  As to the issue with the conversion of the BluStar range top from natural gas to liquid propane. Yes, the conversion kit exists and the model number from BluStar was noted on the invoice (CSK1000145) provided by the customer. We have received the now-unneeded conversion kit from the manufacturer. Here is a link to the part from an online parts company as well. ***********************************************************

  Elite Appliance has been in business since 2008 and is and has been locally owned by the same family since founded. I'm not sure why the customer refers to our company being owned by someone from *************** or what that has to do with their issue here.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Elite Appliance sales order #******* was created on 5/5/2023 (attached) for $3,980.50 by Jeff *****. This stove was purchase to replace the original stove from 1995. The agreement was to deliver, install and haul the old stove away. The oven was delivered on 5-26-2023 and was unable to be installed due to the ventilation system not being compatible. The installer made a comment about the vent systems being changed about 7 years earlier. I believe Jeff should have been aware of this as installing it correctly would require major modifications to the concrete floor (this is an island stove). This information is crucial and I should have been made aware of this problem before the sale. The installer notified Jeff of the issue. I called Jeff three (3) times that afternoon/evening (5/26), and another call the next morning (5/27). On 5/31 I was able to get through to Jeff and after some discussion I decided to return the stove, but Jeff informed me there would be a 20% return fee. The S/O is attached and it states "We accept returns for 14 days for "Never been used" items which are in "New condition" without any damage, and include all original packaging, manuals, and installation components". Please see attached pic that shows how it was left by the installer (I've never touched it). Per the terms and conditions, I believe I was well within my rights to request a full refund with no further expenses. Any help in resolving this issue is greatly appreciated.

  Customer response

  06/25/2023

  I talked to a man from Elite appliance on 6/13/2023. He said he would like to resolve the issue. the is going to try and find someone who does that type. of install work and get him in touch with me.

  It's been about 10 days and I haven"t heard back from them yet. I"ll try to contact again soon.

  thanks 

  **** *******

*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. ↩