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Business Profile

Major Appliance Services

Sutton & Son Appliances
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:24/10/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    We brought our dishwasher in to be fixed. They kept it 3 weeks. Said they had to order a part. Upon completion we asked if it was running properly. They said “ Oh, we’re sure we got the right part. It breaks down all the time on these models “
    We took the machine home without incident in our van with help from a neighbour. No bangs , drops or damage occurred en route. We filled it and plugged it in. It started running. We were thrilled. After a few minutes, a burning rubber smell started. We thought maybe it was just the smell of the new part working in. Then after a few mor minutes there was a loud bang and an explosion ?? under the machine and then smoke. We pulled the machine back and it and the floor was on fire. My husband took a quick video of the fire snd put it out. We called Sutton and Son and they now claim they ran it “ 6 or 7 times” before returning it to us and it was fine. Turns out it was the TIMER that was broken and was causing the PART to overheat abs catch on fire , but they never checked the timer , the just changed the PART. They refused to fix it again. Charged us $150 for the PART that burned out again because the TIMER was never fixed. So they said it was our fault ( WE must have damaged it somehow on the way home )
    Now we have a burnt floor ( ***** **** **** * ****** **** ***** )) no dishwasher , we’re out $150 and they won’t make amends in any way.
    ***** *** ********* **** ******* *****

    Business Response

    Date: 21/12/2022

    Hello ** *****,

    We truly are sorry about your experience with your dishwasher. 

    We did explain as expressed in you complaint that we did run your machine and had no additional issues other than the solenoid which was replaced and tested with the timer advancing through the cycle as designed.

    If we had been concerned about other issues with the product we would have quoted you accordingly.

    We have had to store your machine at our shop since you returned it and you have lashed out at us on social media with false accusations. We are an honest professional service company with a long track record to back us. 

    However , we do feel bad that you had to spend money and end up with further problems so as a  good faith gesture we will refund you on 2 conditions.

    1) You will come pick up your dishwasher that you have left here for months with no communication on how we are to proceed.

    2) You will agree to no longer post online  any negativity regarding myself or Sutton & Son Appliances LTD.

Sutton & Son Appliances is BBB Accredited.

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