So angry at my appliance store - must vent

13 years ago

I am so PO'd right now and must vent!

About 4 weeks ago I took delivery on all my kitchen appliances (Capital 48, Miele DW, KA Architect fridge and micro, and Best 1200 cfm blower - so you have some idea of the price of this order). The appliance store sent an "installer" who was a subcontractor of thiers, who I paid direcly to install the fridge and the range ($300). That day, I was bouncing between supervising him in the kitchen and the guys on the truck who were moving items.

At the time, my husband was not impressed with the install, as he said the range was not centered or level, the doors were crooked on the fridge that that was not level either (in any direction) and the interior water line had not been secured so it rattled everytime we got a drink until he pulled it out and secured the piping.

Fast forward to this weekend, we are tiling the backsplash behind the range. My husband and brother in law are wrestling the range out from the wall so mastic and grout wouldn't drip on it. I'm hopping around saying "be careful, there's an anti-tip device installed back there - you probably have to release it!" Finally my husband says, "there's nothing back there, now stop bothering us!"

Er, what??!! Capital's installation instructions specifally reference the included anti-tip device as part of the install. We look around. It's not installed, nor is it in with the pile of extra stuff that has been accumulating as things get finished. That bleeping-bleep-bleep installer never put it in, and must have taken it with him so we wouldn't even notice it was not in place (because after all, what were the chances of us moving the range to discover it wasn't there)!

I am ripped. I call the appliance store. They take the story and say the owner will call me back. Later, the owner's secretary calls me to say their records reflect a "customer install" on my whole order. Nope, I say, I am holding the receipt from XXXXXX, the name of your installer. Oh, she says, I will call you back. A day and a half and no one calls me. I call them. A salesman answers the phone. I ask for the owner, and when I say my name, it is clear the salesman knows all about me. I explain my concerns - anti-tip device is part of approved install and I am worried I will void my warranty, I am worried it won't pass inspection, I am worried that if there is ever an incident, my insurance won't pay, and last but not least, I paid that guy almost 300$ to basically plug in my range and I feel defrauded.

The salesman tells me, in quite a nasty tone, that just because Capital recommends a safety device that doesn't really mean the item needs it, and he installed appliances for years and he never put one in, and I could sit on the door of my range and that wouldn't make it tip over, and what the heck did I want them to do about it anyway??

I was flabbergasted. I told him all I wanted was for them to contact Capital Range, free of charge or at their expense, to get me the d%&$ piece and I would have it installed myself. I also told him I (clearly wrongly) thought they might want to know one of their installers was behaving this way in order to make sure their own reputation stayed intact. He said "we'll mail the piece to your house" and he hung up on me!

Wow - our experience with this company had been so good before this that we were contemplating getting a washer/dryer and new grill from them in the next few months. Has the economy bounced back to the point where a good customer can be treated this way?

Tired (really, really tired now!)

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Comments (9)

monkeymo
13 years ago
last modified: 9 years ago
Oh gosh...sorry. Regardless of whether it would tip over or not, many localities require the anti-tip device to be installed. I asked the guy if he was concerned that he was leaving their company open for a lawsuit considering the device is to be installed and their installer did not do that.

What happened to great customer service where the company apologizes and says they will take care of it right away?
palimpsest
13 years ago
last modified: 9 years ago
Unfortunately some kitchen and appliances dealers bank on the fact that kitchen remodels often happen once in a homeowner's lifetime, so they are nice until they get your check and then treat you like 5#1+ afterward. There is one major kitchen dealer in our area notorious for this.
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steff_1
13 years ago
last modified: 9 years ago
Can you contact Capital directly? Let them know they have a dealer problem. Also if you search on appliance dealers in your city you might find a local review site and you can post your comments there. These comments pop up all the time when I am searching for things.

Also put your concerns in writing to the dealer and request a partial refund for contracted services not performed by their subcontractor. If you can copy to Capital, then outline all the issues you had with the personnel at this dealer. You probably won't see the money, but the request should at least be made.
beth4
13 years ago
last modified: 9 years ago
I would send a letter to Capital, with a copy sent to the appliance store, in which you outline what you experienced: bought a Capital range which specified instructions for install, paid $300 to XYZ employed by the appliance store (attach copy of cashed check or credit card statement as proof of your assertion), discovered after-the-fact that the required work had not been completed, and describe un-responsive service from appliance dealer when you contacted store to ask them to correct the install. Include dates, names of people you spoke with, etc. Be very specific.

That ".cc" that goes to the appliance store will put them on notice that you've elevated it to Capital....AND it will let Capital know that they have a dealer who is not delivering on their products.

Be very specific in this letter what you want as a remedy. That way there is no mistake or misinterpretation.

Good luck. I think you'll see everything rectified fairly quickly.
chicagoans
13 years ago
last modified: 9 years ago
I agree with steff and beth to contact Capital and KA about the shoddy install and copy the dealer. Also make sure you have all your warranty information on every single appliance and get those warranty forms submitted. This dealer sounds like they might not help if you have a problem down the road.
gsciencechick
13 years ago
last modified: 9 years ago
You definitely should get better treatment than this! I agree on contacting Capitol

I had to sign on our range install receipt that the anti-tip bracket was installed as it is required. We also had problems with levelling of the range, and they came back two more times to get it right, eventually switching out the one leg that wouldn't turn down.
michellemarie
13 years ago
last modified: 9 years ago
I am in agreement with the posters that recommend you contact Capital directly. Ask for the name of the rep for your area and either get his/her name and number and if they won't give it to you(some manufacturers will not) then leave your name and number. I would also get the reps email address and immediately email your complaint. If this is a reputable company the rep should have some success in getting your dealer to remedy the problem. I would be very surprised if you don't get recourse going this route. Good Luck.
warmfridge
13 years ago
last modified: 9 years ago
Agree with contacting Capital. Also contact the BBB and file a complaint for fraud against the installer...you were charged for work not done.
boxerpups
13 years ago
last modified: 9 years ago
I am furious just thinking about the conversation you had.
You are not being unreasonable. You simply want the
anti-tip device. Are they fools. What if a child had been
killed by the range? They could be sued.

It makes me so angry that this creep took your money.
Poor quality customer service and for $300 they should fix
this. ASAP!!!!!

( Okay, Deep BReaths boxerpups)...
Clearly you can see I have been in a similar situation so
have now taken on your anger as my own.

It appears Appliance bossman knew they made a mistake.
They hired the wrong sub-contractor probably his cousin.
And no one want to take responsibility. I am so glad you
posted this so that other can see how terrible they are being to you.

If you have the energy and time post this on Yelp and
Yahoo and any other public domain. Warn others so that
the company understands that every time they hang up or
try to avoid taking care of their mistake they will have
to be accountable. Specifically the Appliance store and
the Sub-Contractor's names on Yelp and Yahoo so others can
be warned about your personal experience.

What happened to good customer service????
It would have been so simple for them to own up to the
mistake offer to come out right away and fix it or give
you your $300 back for installation.

YELP
http://www.yelp.com/search?find_desc=&ns=1&find_loc=Boston%2C+MA

Yahoo
http://local.yahoo.com/?p=&csz=Boston%2C+MA&toggle=1&cop=mss&ei=UTF-8&fr=yfp-t-701

(They both say boston you would have to put in your city)

Thinking of you and wishing these creeps would fix
their customer service for future Kitchen customers.
And thank heavens you discovered the bracket was not put
in. Safer for all.
~boxer

So angry at my appliance store - must vent

Comments (9)

monkeymo

palimpsest

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