Complaints

This profile includes complaints for Curtis International Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Curtis International Ltd

  15 - 7045 Beckett Dr Mississauga, ON L5S 2A3

• 

  Curtis International Ltd

  181 Cooper Avenue, Unit 104 Tonawanda, NY 14150

• 

  Curtis International Ltd

  1399 Perry Road Plainfield, IN 46168

• 

  Curtis International LTD

  1399 Perry Road Plainfield, IN 46168

• 

  Curtis International Ltd

  181 Cooper Ave Ste 104 Tonawanda, NY 14150-6645

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:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 bought a mini fridge from them in March 2024 and the fridge worked fine up until last Friday when it just died. I contacted them and they asked for all the information and pictures to which I provided. It is a manufactured defect. The fan no longer spins which would make the fridge cool. They have since responded with it’s a 180 day warranty only but it’s not in the manual stating this when I asked why it’s not in the manual there was no response.

  Business Response

  Date: 03/04/2025

  Please accept our apologies for lack of response to the consumer question regarding the warranty. All of our warranties are printed in the manuals, the warranty for all mini coolers is 180 days as noted in the attached manual.

  Customer Answer

  Date: 03/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:25/03/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  RCA Portable Washing Machine ****** was purchased in December 2024 from *******.
  ******* delivered incorrect product model ****** was received.
  the machine malfunctioned and would not hold water so a return was initated but ******* does not accept electronics past 7 days so had to go thru Curtis international and case ************** was opened in early January. after months of back and forth there is still not satisfactory resolution. we are now in march 3 months after starting this and all i want is a refund of the purchase price. we could not wait nor be expected to wait 3 months for a replacement washing machine. People have clothes to wash and laundry to do - not wait 3 months for excuse after excuse to refund a faulty product. the companies answer now after 3 months of run arounds and hoops to jump thru after hoop, we need this info, that info, etc. they are now wanting to replace under warranty their faulty product with another product. we do not need another washing machine. we just want a simple refund of the purchase price and be done with this company. that is such an easy fix and will make me go away. i have escalated the issue over and over and their response is always the same... this canned response repeated on every single email. this response below - which they are not adhering to either in their promise to understand and resolve
  again - i dont need a replacement after 3 months that is not hard to understand after 3 months.
  
  Hi,
  Good day.
  We understand how important this issue is to you, and we want to assure you that Curtis is committed to resolving it promptly.
  Please note that Curtis reserves the right to either replace or refund the unit under warranty, depending on the situation. However, replacement is subject to stock availability.
  If a replacement unit is not available, Curtis may issue a refund as an alternative solution.
  Again we have warranty claim process policies to be followed.
  We appreciate your understanding on this matter.
  Thank you

  Business Response

  Date: 25/03/2025

  We have reviewed the details of the claim (see below). We understand the consumer's disappointed with the resolution, per the warranty the resolution is first that we will replace the unit with one of equal or greater value, a refund will be sent in the event one is not available. Consumer's have expressed disappointment when we provided a refund and some when we provide a replacement, unfortunately we will not always be able satisfy everyone. The replacement was shipped on March 21, 2025 and will be delivered on March 27th. We stand by our decision.

  January 28, 2025: The customer created the ticket through the web form and explained that the unit won't stop filling with water. ************** was created and an initial email was sent. 
  January 28: The customer sent information and informed us that there was a model number mismatch with the receipt and the sticker. 
  Lacking Info: Entire Front, Entire Back, Model#, Video of the Issue
  January 29: On the next day, we referred the customer back to the store as the unit was newly purchased.
  February 3: 5 days later, the customer responded that the store did not accept the return as it was already after 7 days.
  February 5: 2 days later, we asked the customer for the lacking info
  On the same day: The customer provided the front, back, and model number. But there was no video of the issue so we asked again on the next day.
  February 6: The customer responded but did not send a video, stating that the issue was already explained and that the unit is already ready for return and was loaded in the car.
  February 10: 2 business days later, as part of the process, we explained to the customer that we need the video of the issue to verify the issue of the unit. However, the customer responded again not accepting our response.
  On the same day: we explained again to the customer that we require all the necessary information for validation, and are unable to proceed unless the requested information is received. 
  February 17: 7 days later, the customer responded stating that we will send a video
  February 22: 17 days since we asked for the lacking info, the customer was able to send the video of the unit
  February 25: We informed the customer that there was a mismatch in the model number, so we escalated the ticket to you on February 26.
  GAP: This should have been escalated right away when the customer has already mentioned the issue and sent the receipt.
  March 4: We asked for a follow up on the escalation, then it was approved.
  On the same day: We sent the field destroy instructions, this is 7 business days since the customer sent the complete information.
  March 10: 7 days later, the customer completed the destroy photos and on the same day we forwarded the ticket to Replacement. However, the customer responded that they wanted a cheque, not replacement. We informed the customer that it depends on the availability of the stock and we could issue a refund if there is no unit available, and that we reserve the right to issue refund or replacement. But the customer did not accept this.
  March 24: 2 weeks since it was moved to replacement, we informed the customer that the replacement has been shipped out. This is within the timeframe we have provided (2-3 weeks)
  
  

  Customer Answer

  Date: 25/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  what am I supposed to do with a washing machine I do not need? Was I supoosed to wait for 3 months while they decided to replace it from January to march? This is not my fault the to had to have a washing machine and not wait for them to decide what to do next every 2-3 weeks  

  the exact same canned response for every email does not work  they can simply provide a refund and be done with me  or they can continue to try to send a replacement that I don’t want or need  

  as a consumer business  make it right for the customer  I’m not asking for the world  just a simple refund of the purchase price  

  I simply ask you one question- If you were asked as a consumer to wait for 3 months for your washing machine to be replaced  what would you do?

  common sense 

  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 26/03/2025

  As we previously stated, the length of time to process the claim was partially a result of our waiting for information from the consumer. As soon as we had received and validated the information a replacement was sent out within a week. The consumer is free to sell the unit upon receipt.

   

   

  Customer Answer

  Date: 26/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  is that really a satisfactory answer? i am free to sell the unit if i dont want it..

  or how about you just issue a refund as was requested in the first place. that answer is beyond acceptable - why put the work on your customer? customer service is our top priority i was told. This is far from any type of acceptable customer service.

  as stated we will be refusing the shipment when it arrives from the carrier - it should be in no way the customers responsibility to "sell the unit" we dont want or need. Why is it so hard to issue a refund and be done with this repetition over and over?
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 27/03/2025

  We respect your right to reject the decision, however as previously stated we honoured the warranty by replacing the unit. 

• Initial Complaint

  Date:08/01/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  We bought a ice maker from **** ***** and that one caught fire so we got a new from curtis as exchange and today the new has caught fire they need to recall these and refund my money at this point two ice maker same make and model should not be on fire these are going to burn someone house down

  Business Response

  Date: 10/01/2025

  We have investigated by the consumer for both ice makers, the photos do not show evidence of smoke or fire damage. We did notice that both machines showed evidence of a design flaw that caused ice to jam at the top of the machine and crack/pop up the plastic at the top of the machine. We are not aware of any reported issues of this maker catching fire. Curtis constantly works to improve the quality of our products and we have reached out to the consumer and as a gesture of good will we will refund the purchase price.

  Business Response

  Date: 24/01/2025

  Update - after receiving the ice maker and inspecting it we could not find any evidence of fire, smell of smoke, scorch marks or melted plastic. As we previously stated, the ice maker did show evidence of the known flaw that caused the ice to jam and the top to crack and pop open. We were able to plug in the unit and make ice. ****** *********

• Initial Complaint

  Date:06/01/2025

  Type:Product 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 returned a countertop icemaker to this company while it was still under warranty because it would no longer function properly. It was delivered to them via *** on 10/30/24. They wouldn’t even acknowledge receipt without my tracking number even though they signed for it. They keep regurgitating that their turnaround is 2-3 weeks, and it’s now been over 7 weeks. They keep replying with canned responses like, “we know how important this is to you”. Why is it not important to them?! In reading the other complaints, looks like this is their modus operandi. Absolutely disgusting behavior. ** ** ********* *** **** **** **** **** ******** ******* *** ****** ******* **** ****** ******* ******* **** ** ******** *** *** ********* **** *** **** ** *** ***** ** *** ****!

  Business Response

  Date: 06/01/2025

  We were experiencing delays in shipping due to volume from Black Friday. Our records indicate that a replacement unit was shipped to the consumer on December 20 and we notified the consumer the tracking information on December 23, 2024. We have attached a copy of the email, per ***** the ice maker was delivered on December 27, 2024.

  We sincerely apologize for any inconvenience.

  Customer Answer

  Date: 10/01/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. I got my replacement but not before i spent hours and hours and hours of my own time trying to fight for myself and my hard-earned money. It’s super ***** that all complaints on this site are identical to the problems i experienced, that people are given multiple different directions to try and make warranty claims ranging from free to very expensive on our own dime, and no resolution occurs until we escalate it to this level. I’ll be making sure any appliance i buy from now on is not affiliated with this company. You don’t call more than double the turnaround time a delay (over 7 weeks - was told it would be 2 weeks). AND if you knew about this “delay”, but your email responders kept telling your customers 2 weeks, it sounds like there are multiple layers of failure in this company. ******* **** ****!!!
  

• Initial Complaint

  Date:02/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Purchased ********** in April of 2024. Unit stopped working about 1-2 weeks ago. Contacted customer service, sent pictures videos screen shots of receipt and stated problem. Made me resend receipt and pictures for a second time then asked me where I kept the item. I stated my garage. Next email states since it was garage kept it voids warranty goodbye. My response to them how can no questions be asked about the state of my garage? My garage is attached to my home is insulated and is heated. I have other units that have been in my garage for years with no problems. After sending such emails they want me to send pictures of my garage showing it’s insulated and heated which is completely absurd to me that I need to go to such lengths to prove to them about my home. Upon other reviews of this type of unit from other customers it seems they deny any replacement or refund of the item. Now I was hoping they would just honor the replacement due to it being no fault to me the motor of the unit just stopped working and everything in the unit had to be thrown away. Groceries not being cheap nowadays. But at this point I don’t want a replacement due to their ignorance and the likelihood of the next unit doing the same thing. I would like a refund of money or part of my money, with the acknowledgment of them knowing I had to throw food items away which was even more money.

  Business Response

  Date: 03/01/2025

  We have reviewed the claim and there was some confusion regarding the location of the refrigerator. This particular model must be kept in a temperature controlled environment, as the unit was located in a garage we initially denied the claim. The consumer did clarify that their garage is insulated and heated we should have moved forward with the claim. This has now been addressed and we have reached out to the consumer with next steps,

• Initial Complaint

  Date:13/11/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 purchased a protection plan for a freezer unit. The freezer never worked straight out of the package, filed a claim, they refused to replace the unit and chose to reimburse me the sale price I purchased the freezer for. A price I can no longer replace the freezer with. They also refuse to take the product, nor cover the disposal cost. Additionally they continually reference policy that is causing them to refuse the replacement, but ignore any requests of mine to see said policy.
  They claim the item is unable to be replaced as the item is not available. Yet the exact item is still being sold, just at full price.

  Business Response

  Date: 13/11/2024

  As the manufacturer Curtis International we provide warranty service in the event the item proves to be defective. We commit to replacing or if the unit is unavailable we will refund the purchase price. Unfortunately we do not keep large quantities of inventory, product is manufactured overseas and in most cases shipped directly to the retailer. We do not have stock of your freezer or a similar model in equal or greater value. Inventory in stores does not belong to Curtis International, it is owned by the retail. We have issued a refund of the purchase price, the warranty is not the same as an insurance where a consumer may be reimbursed the replacement value. Disposal of the unit is not covered under warranty,

  We apologize for the inconvenience.

• Initial Complaint

  Date:13/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  BUYER BEWARE! Began 8-25-24. I purchased a Fridigaire counter top ice maker with a 1 year warranty via ****** 8-23-23. Lost freon first year. Contacted Curtis Industries about my warranty. Good news it was covered under warranty. They put up roadblock after roadblock asking for one piece of info at a time. Each time delaying their response by 7 to 10 days. They wanted pics of every side of the machine, pics of the serial number, pics of the model. Then pics again several times because the ones I sent were not adequate . I had to send them my invoice from ******. The first and second ones I sent were not adequate. Eventually I got an email that my machine was covered under warranty and to send the unit back to California at my expense of 108.00. I did this and included the cf number, cf************* they gave me on everyside of the box, inside the box and inside the ice maker. My next delay was they wanted my tracking number from ***. They could not verify receiving it without it. What kind of warranty receiving dept does not have a tracking system for incoming products. I gave it to them anyway. Bear in mind each response takes 7 to 10 days. I was told that I would have a check or a new ice maker on 11-9-24. Nothing has arrived. My case as they call it has been escalated several times, by the phone rep, but nothing has happened except a standard email that they are working on it. I had one phone rep hang up on me because I repetedly asked for her to escalate the call to a supervisor. For three weeks now I have been told they are waiting on a response from the warranty repair dept. When I ask to speak to them I am told they are unavailable for the rest of the day. I asked what the response they needed entailed. Response: waiting on warranty repair dept to respond over and over. When I request to speak to a supervisor am told one will contact me within 3 days. All I get I’m sorry email that they value customer service and are working on it.

  Business Response

  Date: 20/11/2024

  We are happy to say that a replacement unit was sent to the consumer on November 19, 2024. An email was sent to the consumer with the tracking information today. (*** ********).

  We apologize for the inconvenience.

• Initial Complaint

  Date:13/11/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 purchased an RCA microwave on October 22, 2024 from *******.ca. It arrived the next day.
  I didn’t have a chance to unpack it until the 25th. When I opened the microwave I discovered that the roller ring was broken. It’s a very flimsy ring and the only protection was a price of cardboard which appeared creased.
  I contacted Curtis International on an October 25th as directed by the warranty information to see about getting a replacement. I provided the photos the website said I needed to. I received an email back on November 1st. They again asked for photos. I provided them. I received another email asking me to direct my email to their parts department email account and send them the photos. They said they would also forward my email to their parts department. I forwarded that email as instructed and attached the photos. I received a reply which said “our units have undergone quality check before it was distributed to our authorized retailers. We made sure that all the units are all in good condition.” They then advised that I contact the retailer.
  
  I contacted the company in good faith thinking if a company had a parts department they’d obviously have a replacement for the part that arrived broken and it would be better to contact them rather than the retailer that wouldn’t have the part I need.
  My microwave has a 1 year warranty and the roller ring part arrived broken.
  Perhaps simply wrapping cardboard around a glass tray and a flimsy plastic ring and sticking them loose inside a metal box for its journey to retailers isn’t enough protection.

  Business Response

  Date: 20/11/2024

  We are happy to say that the replacement part was sent to the consumer on November 19, 2024. We apologize for the inconvenience.

   

• Initial Complaint

  Date:08/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 started a manufacturers warranty request on October 7. Finally on October 16, I was told they were going to either send me a new icemaker or refund my money and it would take 2 to 3 weeks. It is now been three weeks and I still have not received any resolution to this issue.

  Business Response

  Date: 19/11/2024

  We are sorry for the inconvenience. Our warehouse in California is preparing the replacement unit for shipping. We will email the ***** tracking number later this week to the consumer.

   

• Initial Complaint

  Date:07/11/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 filed a claim under warranty for my refrigerator and was told on 10/14/2024 to allow 7-10 business days for my refund check. Today is now 11/6/2024 and I am still being told that my refund is pending with the “internal team”. There is no option to speak with anyone to escalate the matter and this entire ordeal is rather frustrating considering I’m without a refrigerator that costs hundreds of dollars.

  Business Response

  Date: 07/11/2024

  Hello, we are happy to say that a cheque was issued today for the consumer and we have already sent an email notification to the consumer. We sincerely apologize for the inconvenience.

  Customer Answer

  Date: 07/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response until I actually receive my payment. I am now beyond 1 month without resolution to this entire ordeal. 
  
  
  
  Sincerely,
  
  
  
  *** ****

  Business Response

  Date: 14/11/2024

  Unfortunately there is no way that Curtis can validate the consumer has received the refund until the cheque has been cashed and cleared our bank. We are not able to respond.