Complaints

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• Initial Complaint

  Date:03/05/2025

  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.

  On 10/1/2024 ** ****** came to my home to perform repairs on my vintage Wedgewood stove. The repairs were completed. Upon leaving ** ****** took the cast iron cooktop with him for the purpose of sending it to **************** to have it porcelain coated. I paid him ******* for his services and ****** for the porcelain work for a total of ******* that day. When I received the cast iron top back I noticed that it had been broken in several places and welded together. It was badly damaged. I contacted him and was told that the porcelain company must have broken it and not told him. He told me that he would contact them. On 12/9/2024 I contacted Independence Porcelain and spoke to the owner ****. He remembered receiving my cooktop which had been sent with very poor packing and it was broken in many places. **** contacted ** ****** and told him of the damage as well as sent pictures. ** ****** told **** to repair it as well as he was able. There were several e mails and photos sent. **** has given me this documentation. ** ****** has been deceitful multiple times throughout this process blaming the porcelain company more than once changing his story a few times. ** ****** has promised to replace the damaged stovetop but has now stopped responding to calls and emails.

  

  Business Response

  Date: 03/07/2025

  Correction: There is one part only (a 4 burner cooktop) that was broken in the process and repaired out of 9 pieces that make up the whole cooktop for her 1930s cooktop. The cost for this porcelain service is $ ******. All the other parts are in excellent shape and are not damaged or in question as to their condition being fit. Ms. ******* ********, is aware that she has now in her position a very good OEM replacement cooktop that I gave her (free of charge). I advised her to send the replacement cooktop to the porcelain plant for refinishing for no cost to her. It would replace and be a perfect factory part for her stove. She has refused to accept it and asked to me look for a more her duty cooktop, but there is no such better cooktop than the one I gave to her. She can either accept the cooktop and sent it in for refinishing, which would make her cooktop well and good, or I can give her a refund for the service of $ ****** and she can send it for refinishing as I instructed her to. There is not $ ******** danged for the one part. The $ ******** are for several repairs, in home services I performed that have nothing to do with just the cooktop alone. 

  Customer Answer

  Date: 03/11/2025

  I am rejecting this response because:I Agree that the 4 burner top is the damaged part and the other pieces are satisfactory  

  I disagree that the top CM left in my possession is a replacement. In his own words CM describes it as a loaner. It is an inferior top and I was promised by CM a comparable top  Mine was in beautiful condition  I have his statement in writing that he will secure a top of equal quality. 

  I can prove that CM knew my top was damaged and approved repairs without my knowledge and blamed the vendor.

  In December I asked my daughter ******* to take over communication with CM. I was experiencing anxiety and not able to effectively communicate due to the constant lies CM told. I trusted this man to be in my home and I felt like he violated my trust 

  My daughter ******* who is a police officer initiated communication with CM on my behalf. He initially told her the lies he had been telling me. (Blaming damage on the vendor and denying any knowledge of the damage) until she told him that we had spoken to the vendor.  The vendor told us that the top arrived severely damaged due to a lack of packing material and CM was immediately notified and was sent photos.
    In the conversation with ******* ** agreed to find a replacement of comparable quality and that he had his feelers out

  In January CM said he had hope of obtaining a very good top but it was in use and the house was for sale. He would keep us updated. Since then Whitneys attempts at communication have gone unanswered.

  I have in my possession all communication between the parties involved. I can prove that what I have said is true. I have in writing the promises made by CM. I can also prove that CM has lied throughout this process. 

   

   

  
  

  

  Business Response

  Date: 03/25/2025

  The $ ******** is a combined comprehensive total refurbishing service, for much more than just a cooktop porcelain service.  It was for a gas, mechanical, valve, gas line, thermostat, k*** repalment, thermostat rebuilding service and more. 

  
  

  As I mentioned, the only part that was damaged was the, "large C Cooktop" for $ ****** refinishing cost, She has a loaner that is in excellent condition, and for it to be the same in very good shape, all that is needed is that she sends this to my vendor, IPE in ** for a new refinishing service (free of charge, I will pay the cost), that's it! 

  
  

  If she chooses to not do this, nothing more can be done, This was a damaged accident by ***** ground! Plain and simple.

  Please see attached cost for refinishing the 4 burner, large "cook-top" for $ ****** in the line item.