Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:28/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've hesitated on filing a complaint against Elmira Stove Works but truly feel it's appropriate. I ordered a frostfree fridge in 6/22, after a long wait (which I was fully aware of) it was delivered in 2/23. It did not operate properly from the start- freezer compartment iced up, frozen drips/chunks of ice lining the interior & coating food items. The fridge temp wavers from 28-40, no matter how I set it. I did alert Elmira & a service tech. was sent out after another long wait- the tech couldn't find anything "wrong" with the unit, & thought it was a design flaw. Icing & poor food quality continued, Elmira kept insisting it was the door gaskets- both the tech & myself told them repeatedly that the seal was good. But I was willing to try anything- Elmira sent me new gaskets & left it to me to arrange the service tech. to replace them. Abruptly I get an email stating that their manufacturer alerted them to problems with certain units, mine being one- finally! I felt vindicated, thinking I would get a replacement. Not exactly. They offered to replace ONLY the fridge body, & wanted me to arrange for the service tech. to swap out the doors. I have so many issues with this- removing/replacing the doors nearly guarantees they won't fit as they should. The color may/may not match up. What do I do with the contents while the doors are being switched out? How to get rid of the old fridge? They offered to reimburse me for disposing the old unit- it's big, bulky, hard to move- cost isn't the issue. Elmira's insistence that I call the servicer, I explain the issue, I "do it" sits wrong with me. The fridge cost nearly $5000- I expect better customer svce. The VP compared it to an auto- if the transmission is faulty, they replace only that. A small appliance is very different than a large auto. And if it's your car the dealer handles it for you- they don't tell you to do it yourself. The fridge is purchased as 1 unit- the right thing to do is replace the entire unit as a whole.

  Business Response

  Date: 28/08/2023

  We paid for the first service call. The servicer couldn't find anything wrong with the fridge, so we sent replacement door gaskets in case they were letting moist air in.

  Regarding sending only the fridge body and not the whole fridge: There is nothing wrong with the doors. Switching the body out requires removing and replacing five screws. Doors on larger fridges are often removed to get the fridge into the house. It's a routine operation. The removal and replacement of five screws is all that's required. The food can remain in the old fridge while the doors are being switched, then transferred into the new fridge. It's a ten-minute operation.

  As for the color match, we've been painting the same Buttercup Yellow for 23 years. An appliance painted in 2023 will be a dead match for one painted in 2000.

  If we were to send a complete fridge, it would take longer to produce, and then she would have to dispense with a heavier complete fridge rather than just the lighter fridge body. We have offered to pay for the service as well as for having the servicer remove the old fridge body.

  We have the customer contact the servicer directly so that she can schedule the service call at a time that's convenient for her. We don't know her complete schedule. She does already have an appointment with the service technician.

  For clarification, the manufacturer did NOT alert us to problems with other units. We had one other unit in the past year with a similar issue. We are also replacing the fridge body for that customer. They are fine with that.

  Customer Answer

  Date: 28/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: for clarification I am not rejecting the response, but do object to the overall handling of the issue. Of course I will "take" a new fridge body- the brand new unit has never worked correctly, & it is under warranty. Which also explains why Elmira Stove Works "paid" for the service call- per the warranty they have to continue to pay for service calls thru February 2024. I have yet to receive any time frame on the fridge body, & do not know if it will arrive prior to the scheduled svce. appt. So until then, & until the doors are correctly fitted & the unit is properly operating I cannot in good faith accept the response. Re. time frame for a new body vs. unit- if there are issues with already sold appliances one would expect the company to put replacements/repairs as a priority over new sales. I appreciate the company working with me- it's a big investment. I did expect a better overall quality- will update once the new unit is in place & working. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 28/08/2023

  This is at the top of our manufacturing schedule. It does take time to prep, sand, paint, cure and assemble the parts. This is also a home delivery, which takes longer than delivery to a loading dock. We are aware of the appointment for the servicer and are doing our best to accommodate that. The warranty will be a full year from the date of delivery of the new body.

  Customer Answer

  Date: 29/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have faith that the new appliance will be satisfactory and functional, but will wait to accept the response from Elmira stove works until the replacement is delivered and operating. With minimal disruption for myself! I still do not know if the replacement will be delivered prior to the service appointment, and also don't know if the one tech they recommend is going to be able to do the job. Hoping for a good outcome. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 13/11/2023

  The fridge has been replaced and the customer is satisfied.

  Customer Answer

  Date: 13/11/2023

  
  
  Better Business Bureau:
  
  
  For clarification- the fridge as a whole unit was not replaced, but the body of the unit was- I had a service tech swap out the doors. It is working much better, & I am having no icing issues. Some of the chrome trim along the top of the unit did come loose but I was able to push it back into place. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:27/07/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 21, 2021 I placed an order for an electric stove/range, order number #*****. I paid $8445 dollars. I was told I would receive my stove in 12 to 16 weeks. In a March 24, 2022 email I was told my stove would ship at the end of April. Since that time the company hasn't responded to my emails. I was able to contact Amanda F. in sales by phone on April 27, 2022. She told me it would be another 4-6 weeks. On June 1, 2022 I called and talked with Tony, the CEO. He told me it would ship in 1 to 2 weeks. On June 22, 2022 I talked with a receptionist who took a message for Tony. I also left phone messages for Amanda and Tony asking for them to please be honest with me about the situation and to email me with an actual delivery time frame. On June 24, 2022 Tony called me and told me the stove would ship the next week. I asked him to email me when it did, and he said he would. I haven't received any communication since then. I sent an email and left a phone message this week. They haven't responded.
  If the company would give me honest answers and respond to my emails and phone calls I wouldn't be worried, but they have lied every time I have been able to get a hold of them. Also, where they refuse to communicate by email I am very concerned they don't want anything written and traceable. I would appreciate help in this matter. I first and foremost want to receive the stove I ordered, but if that isn't possible I would like the $8445.00 returned.

  Business Response

  Date: 02/09/2022

  Our records show this shipped on August 11.
  
  
  
  We will check our records.

  Customer Answer

  Date: 14/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I haven’t received the range yet. I have reached out to the shipping company to find out where my range is and when it will be delivered, but I haven’t received a response from them yet. Until I receive the range this complaint isn’t resolved.
  
  
  
  Sincerely,
  
  
  
  ******** *********

  Customer Answer

  Date: 07/10/2022

  This message is concerning complaint number ******** My stove has been delivered and I am satisfied with the delivery. My complaint has been resolved. Thank you for your help in this matter.