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:05/02/2024

  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.

  Dear BBB. I purchased an ice maker machine, which has defective basket. Per the warranty, I sent receipt, pictures of defective basket along with pictures of model number & serial number as requested by Curtis. Curtis (Ava D.) informed me that they do not have part and I should go to store and buy one myself. Not that I should do this, but she could not even tell me where to get one.
  All that I want is replacement basket . If no basket is available, I told them that they can send me new unit and I will return old one (after I receive new one and return postage for old unit).
  
  Now she is, no longer responding to my request and all contacts that I could find on Curtis has same email ( .
  
  Thank you.
  
  

  Business Response

  Date: 05/02/2024

  We sincerely apologize for the inconvenience caused, the ice maker in question takes a specific of basket. We have now received stock and we will be sending out to the consumer today. We have already reached out to the consumer directly.

   

  Customer Answer

  Date: 05/02/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Dear Heather,  I want to thank you for your help.  Based on your action, Curtis International called me and said they would send me the replacement part.

  Thank you.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:12/01/2024

  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.

  Fwd: WARRANTY CLAIM #**************
  Attempted a warranty claim in November; but lost my receipt.
  Contacted **** ******** several times, and finally after pulling teeth was able to get a duplicate receipt of the summary of the product. The product I bought was a cream-colored ********** Ice Maker. However, the duplicate receipt says blue because they had the SKU numbers incorrect on their shelf. Curtis asked for pictures, I gave them; they asked for pictures again because they couldn't see the whole back of the unit, so they got extra pictures. They asked for a summary; I told them after I cleaned it, the machine stopped working. After responding to every request I finally sent them the email with correspondence to **** ******** in PDF and the receipt again with the summary they again asked for yesterday. The email explains the reason the product was not listed right; but still a purchase on my part. The argument right now is not over color, but knowing Curtis, it will be.........Yesterday; I got fed up and told them they were **** and disrespectful after I had given them everything they had asked for. They sent an email telling me they know how important it is to resolve this. The warranty on the $400.00 ice maker is not yet being covered even though the product was manufactured in March of 2023. If needing any correspondence I can and will provide it. Thank you.
  Here is a copy of the duplicate receipt, just copied and pasted below.
  ******** ******** **** ******** *********** ** ******* ****** **** ******* ***** * ***** ***** ** ****** **** ***** ********* ** ******************** ******* ***** ** ***** **** ***** ******** ***** *** **** *** *** ****** ********* ******* ***** ********** ****** ** **** *** *** ****** ********* ***** ****** ******** *** *** ****** ***** * **** *** *** ****** ***** ****** ****** *** ***** * ********** ***** ******* **** ****** *** ***** **** ******** ******** ******** ******** ******** ***** * ****** * ***** * ****** * ******* *

  Business Response

  Date: 15/01/2024

  After carefully reviewing the information provided by the consumer we have decided to move forward with the claim. We apologize for the inconvenience, the consumer has been contacted.

  Customer Answer

  Date: 29/01/2024

  
  
  Better Business Bureau:
  
  
  
  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:03/01/2024

  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 started a warrenty claim on 12/11/2023 for a faulty microwave. I sent all required information and pictures as directed and was asked to submit more and I submitted more pictures and videos as directed. They said it would take a few days for processing. Over 3 weeks later it finally was accepted that the warrenty would be approved. I was required to take the microwave off of the wall and destroy the microwave so it could not be used anymore. They demanded this, and only game me 3 days to comply with there demands after they took weeks. After filling their directions of destroying the microwave and sending all the appropriate pictures to document that it was done, I was sent an email saying it would take up to 3 weeks for a replacement or 6 weeks for a refund. I'm now without a microwave because they had me destroy it. They won't tell me if it will be replaced or refunded. If I buy one, and they replace it, then im stuck with 2 microwaves. They demand things submitted quickly and then take their time on their end. Trying to get ahold of someone there is also extremely hard.
  
  WARRANTY CLAIM #**************

  Business Response

  Date: 15/01/2024

  We apologize for the inconvenience, the claim has been approved and a refund of the purchase price will be processed this week. The consumer will receive an email with the cheque details as soon as they are available/

   

   

  Customer Answer

  Date: 15/01/2024

  
  
  Better Business Bureau:
  
  
  
  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:07/06/2023

  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 ice maker in November last year for Christmas. Our ice machine was great until it wasn't. It stopped working. ****** said we had to go through the manufacturer to handle the problem. We called and they said it was under warranty but we had to pay to mail it to California for it to be repaired or us receive anew one. It’s going to cost more to ship from NC to California than what I can but a new one for. This warranty is a joke and so is the ice machine that only lasts 6 months. I am so frustrated! This is unacceptable.

  Business Response

  Date: 08/06/2023

  Hello ****;

  We understand that you are frustrated with the steps required to process your warranty claim, if you review the warranty page it states the return of the unit is required and is at the consumer expense. We understand the cost of sending the unit can be high and we are willing to compromise and find a solution that will allow us to process your claim and fulfil the requirements to proceed with the claim. An agent has reached out to you by email, please follow the instructions provided.

   

• Initial Complaint

  Date:28/04/2023

  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.

  Hi there, my name is ***** *****. I bought an *** tv from *** ***** in January 2022.
  The tv was faulty from the start (glitching, screen flickering or turning multiple colours) As I did not purchase an extended warranty with *** ***** I had to go through the manufacturer Curtis International. Trying to address this issue with the company was nearly impossible as multiple times I was told a manager would call me back and never did. I had sent photos and videos of the tv malfunctioning and again never heard back. As of 2 weeks ago the tv stopped turning on all together. I have been told that since it's been over a year they will not honour the warranty, and that in November they sent me an email with a case number. (I have checked my email and have not come across this email they supposedly sent)
  I feel as the tv never worked correctly in the first place and proof was sent to them prior to the year warranty being up they should be required to honour the warranty. Just wondering if I have a case, or what the next step would be?
  Your time is greatly appreciated

  Business Response

  Date: 05/05/2023

  Hello

  Here are the details of the claim history, * **** **** ******** *** ***** ******* ** *** ****** We did not receive the photos showing the unit destroy as requested. The consumer was told that we could not proceed with the claim until we received the photos and we require the photos sent within 30 days.  We will make an exception this time if the consumer will provided the photos of the destroyed unit as requested.

  October 11, 2022 - the case was opened and the customer responded on the same day.
  
  October 13, 2022 - the previous agent who handled this case asked for missing information. (model number and the receipt)
                               - we received a response the same day from the consumer that  she already provided all the information at that point we were still missing the photo of model number and the receipt.
  
  October 17, 2022 - customer emailed again that she need the unit to be replaced immediately
  
  October 19, 2022 - the agent sent again asked for the missing information, the consumer then sent the picture of the receipt the same day.
  October 20, 2022 - she sent a follow up email asking for a manager to call
  
  October 21, 2022 - the agent replied asking for the picture of the model number sticker
  
  November 3, 2022 - the customer provided the picture of the model number sticker
  
  November 7, 2022 – The agent informed the consumer we had all the information and review the claim and get back with next steps.
  
  November 11, 2022 - Field Destroy Instructions was sent
  
  November 25, 2022 - customer replied complaining about the process but did not provide the pictures of the field destroy.
  
  November 28, 2022 - the agent sent the updated field destroy to the customer where it was stated that the case will be automatically closed within 30 days if there is no response from them (in which the customer did not responded to the last email that was sent to her.
  
  April 21, 2023 - customer sent a direct email using a different email address complaining about the same unit and she mentioned that she had opened a claim in November.
  
  April 25, 2022 - We replied to her email informing her of the case file number that she filed in October to be exact and explaining that her case was already closed because we did not receive a response from her on the last email that we sent on November asking for the destroyed pictures.
  On the same day she responded that she will file a complaint
  
  April 27, 2023 - We replied to her explaining that the unit was already out of warranty by the time she reached back to us. We also explained to her that we have policies and guidelines to follow for warranty claims                                                                                                                                                                     
  
  

  Customer Answer

  Date: 05/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  However, further instruction on the details of "sending photos of the destroyed unit" are required. Would I contact them directly for clarification?

  
  
  Thank you so very much for your help with this, it is greatly appreciated!
  
  
  
  ***** *****

• Initial Complaint

  Date:18/04/2023

  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 paid $296.99 on 01/06/2022. It broke in October of 2022. I tried to fix it but kept happening. I reached out to ******, where I bought it in 12/2022. They said past 30 days so I needed to contact ********** direct. I tried. Neither of the 2 phone options got me to small appliances. I chose one though and was stuck in no answer, no ability to leave a message, etc. hung up and tried again. 7 times I think. Eventually I found a chat option on ********** and they told me for the particular item I need to call a company called Curtis international to resolve. By now it was early February. I emailed Curtis with my receipt, a video of the malfunctioning screeching product and my explanation of problem. They replied over a week later saying I was past the one year warranty. I replied that I understood, but they needed to make an exception since I’d been attempting to reach them since during the one year window. Every email met with a week or so for them to reply and when they do, they just reiterate “you’re past the 12 month date” I replied with a copy of a letter from ****** confirming the date I first told them the item was broken. Clearly in the window for warranty. Curtis would reply and ignore that and say it was past 12 months. How do I send you copies of those emails? The item number on ******, if that helps is ***********. My order number was *******************. Below the system won’t allow me to upload the photos if have of my receipt, the letter from ****** or photos of the item. Not sure why. May I email them to someone along with forwarding them my entire email exchange with Curtis?

  Business Response

  Date: 20/04/2023

  Hello, we have reviewed your claim and while we have no record of calls or email to Curtis prior to February 2023 when your unit was beyond the warranty period (60 days)as a gesture of goodwill we will proceed with your claim. For future reference both warranty page in the user manual and the model number sticker on the back of the ice maker provide our contact information for warranty service. Someone will contact you today to provide next steps, one of which will require you to pack the unit and ship to one of our warehouses at your expense. This is also in the warranty ***** * **** ******** *** **** *********. Once we receive the unit we will provide a replacement, in the event a unit of equal or greater value is not available we will issue a refund of your purchase price.

  Customer Answer

  Date: 25/04/2023

  
  
  Complaint: ********
  
  
  
  * ** ********* **** ******** ********
  *** *** ********* *** ***** *** **** *** ******* ******* * ** *** **** *** ** ******** After all the drama, they immediately agreed to send me a new one once you got involved IF I paid for shipping. Which I’m prepared to do. Their instructions to me say to include the case number on the outside of the box. Their instructions do not indicate what that case number is. Is it the BBB case number? Seems to make more sense it would be a number they assigned my case to internally. But I have looked and looked through all my communications with them over the past few months, and I can find no such number. If my experiences with this company play out the way they have so far, I’m not comfortable just assuming they mean your complaint number. I feel that would give them grounds in their mind to dismiss the whole agreement, if I didn’t identify it correctly. Therefore, I felt I needed to verify with them to have them be more clear about what number they want on the box. I responded to their email, as soon as I got it, which was last week right after I got the resolution offer from you. Also, true to form, they have not responded to me to give me that number yes and it’s been about five days. I think this helps you understand what I’ve been dealing with all along. I’m only reaching out to you because I wanted to make certain there wasn’t some sort of timeframe I needed to except or reject this offer in.  Basically I’m telling you right now that I will except the offer and I will pay the shipping. Assuming they give me clear instructions on how to send the unit to them. If there’s any way to actually communicate with one of y’all instead of going through these forms, I would appreciate it. If someone could let me know they saw this and that it is all on track to wait for them to take their time to send me the number I would appreciate it. My email address directly is *******@*******.net
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 27/04/2023

  Hello *******;

  Your case number has been in the subject line of all emails sent to you, plus our support team responded to you yesterday evening confirming the number, In case you have missed the email here it is **************. There is no timeline on when you send the unit, however you should be aware that a replacement or refund will not be issued until the unit has been received in our warehouse.