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:09/29/2023

  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.

  ******* created a ticket on 9/12/23 regards to ice and water not dispensing from my refrigerator door. They assigned me to Cone Appliance. They sent ***** to my home on 9/20/23 and he said that ******* put the wrong information on my ticket (he lied) and he left. Didnt attempt to repair anything. So I contacted ******* and they created a new ticket stating THEY ARE COVERING PARTS & LABOR. Received a text from come appliance on 9/21/23 that someone will call to schedule an appointment within ***** hours. On 9/25/23 I called Cone Appliance 12 times and left a voicemail NO ANSWER OR RETURN BACK. Called again 9/26/23 still no answer or return callback. Finally got ***** on the phone on 9/27/23 she said she would call me back before the end of the day OR for me to get ******* on the phone and call her back. I called ******* immediately after hanging up with her and we called Cone Appliance on a conference call 9 times within 30 mins of me talking to her and no one answered the phone and SHE DIDNT call me back by the end of the day like she said she would. On 9/28/23, today, I called the office 25 times before someone answered the phone. My luck I got ***** AGAIN. I told her ******* updated the ticket stating parts and labor is covered and that they tried to call their office with me on a conference call and no one answered. She put me on hold more than 3 times without notice she and then she hung up without saying anything. I immediately called ******* and they tried to call their office but the same issues occurred, hold then hang up. Finally ******* said lets look into another service center. After 3 weeks of wasted time my refrigerator still isnt repaired and Cone appliance still has not reached out or responded to the ticket. If ******* assign or suggest to assign your ticket to Cone Appliance, TELL THEM NO REASSIGN IT TO ANOTHER SERVICE CENTER WITH BETTER CUSTOMER SERVICE AND WHO WILL ACTUALLY COME OUT TO DO THE WORK.

  Business Response

  Date: 10/12/2023

  YOUR TICKET NEVER CAME OVER WITH A PARTS AND LABOR.  THE TICKET ONLY CAME OVER WITH ICE MAKER WARRANTY AND YOUR BROKE PADDLE IS NOT COVERED.  YES PLEASE FIND ANOTHER *************** THAT WILL REPLACE THAT WITH AN ICE MAKER ONLY WARRANTY.    BEFORE YOU COMPLAIN   NO YOUR FACTS!!!!!!!!!!!!!!!!!

   

  Customer Answer

  Date: 10/13/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/19/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  ******* has directed the repair to cone appliance and they keep canceling the appointment and not getting the unit repaired. The unit needs repaired or replaced and I need the issue resolved!

• Initial Complaint

  Date:09/15/2023

  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 purchased a ******* washing machine from ***************************** on September 23 2018 and purchased the 5 year protection plan. This past July the machine broke down we called ********** and they referred us to Cone Appliace repair located in *******. We get a date for making the repair but on the date they are to come we get No show No call . This has happened several times and when we call Cone appliance they are not answering the phone nor returning my calls. If you can help with this problem

  Business Response

  Date: 09/15/2023

  Currently we are not doing any out of warranty or rebuilding units after 5 years.  Thank you for you question.  We will decline the work 

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20609972
  
  I am rejecting this response because: the warranty is in effect until 9/23/2023 , I am sending pictures of the invoice 5 years protection plan 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 new stove the third week of June and by the second week of July the oven was not working. I called ******* and they sent out Cone Appliance who replaced the upper circuit board. Two weeks later the stove started acting up again with the same issue I called ******* and they assigned Cone Appliance who sent me out a notice that they would get with me in 24 to 48 hours to schedule the repair that was two weeks ago and I cannot get a callback from Cone Appliance and they will not call back ******* they have not responded to the ******* emails. They have hung up on ******* and they have refused to answer any of my phone calls or returned any of my 30 requests for a callback. My thousand dollar range is sitting here in my kitchen as nothing more than a paperweight and I am stuck for two weeks with the inability to cook food or use my brand new appliance. I have reached out in text. I have called them. I have done everything. ******* emailed them. They called them repeatedly they will not respond. I have no way to get this fixed because this is the only company that ******* has in my area.

• Initial Complaint

  Date:08/07/2023

  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.

  Order of events:1.My ******* Dishwasher is not draining correctly. 2.Cone Appliance Service sent out a technician. He started to pull out the dishwasher and suddenly changed his mind. He stated he didnt want to scratch the floor. I asked him to simply put a cloth or plastic down. He said no.3.He abruptly pushed the dishwasher back in and left it crooked and without most of the screws and the rubber seal pinched. He left a mess. I asked him why the company would send out a man that didnt know how to pull out a dishwasher. He got his feelings hurt by this question which is silly to me. It was just a question. Perhaps I said it with a tone of frustration. It was not meant to hurt anyones feelings. I just needed an answer. 4.I called the owner. The owner, ***, was extremely rude. He had me in tears. I told him I doubted ******* would sell a warranty that required me to pay a plumber to pull out the dishwasher before his service repair company could fix it. That would be a useless warranty. The appliance company should know how to pull out a dishwasher. He yelled some more.5.I tried again the following day to communicate as politely as I could. I really wanted to resolve this peacefully. I just wanted to know why he could not pull out a dishwasher. It is completely assessable not in some unique place or special size or anything. He ignored me.6.I contacted *******. I said that their warranty is useless if I have to hire a plumber to come and pull out the dishwasher for the appliance company to fix a kinked hose. They said that is not how it works. They told me that the company should have enough experienced service techs to know how to pull out a dishwasher. ******* rescheduled the appointment. Cone canceled it. I am so baffled by this. 7.Also, I am wondering why ******* would use a company with a 1.5-star rating on Yelp and the BBB? This company also somehow disabled ******d reviews. There is nowhere to write or find a ****** review.

  Business Response

  Date: 08/07/2023

  This customer has emailed ** non-stop and we have explained ours and ********* policy.  She has threatened with ******* and obviously she got no where with them.  The unit was difficult to pull out and due to the chance of damage to her floors the technician stopped pulling the unit out.  The tech, our office, and ******* explained the unit has to be accessible for the technician.  The customer does not like that answer and continues to pursue something that will not happen which is that our tech will remove her unit and de-install it.  For the last time - the customer will need to have the unit accessible for the technician to work on it 

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20426816
  
  I am rejecting this response because:
  

  ******* has agreed with me and has sent me verification that they expect the dishwasher to be fixed by Cone without me having to do anything more. ******* has been very helpful and professional. Again, an appliance repair company should know how to pull out a dishwasher. I did not threaten anyone. I am not that person at all. ****'s response is not the truth - not even close. I have inquired about ******* sending another company in fear that Cone will not do the ethical thing and fix the dishwasher. The owner could have just come out to see the job. The owner could have talked to me politely - he did neither. 

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

• Initial Complaint

  Date:07/19/2023

  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.

  On 5/6/2023 a Cone Appliance repairman came to the house - We used Cone after ******* referred us there and they were the only company to service ******* refrigerators in our area. The handle to our freezer door was broken on one side. The repairman said that the part needed was no longer being made (our refrigerator is not that old) but he said he would call around town to see if he could locate the part AND if he could not find the part he would come back and fix the handle a different way. The doorhandle had a 'bit of a give' normally when you would use it. The Cone repairman said he would just afix the handle solidly to our freezer door - sounded perfect. Payment was requested which was surprising since the work was not done - there IS a trip charge BUT that amount is put towards repair as long as you repair with Cone which we planned to do. Unfortunately, I did make the payment of $102.95 which appears on our credit card as 'WeFix Appliance'. Following payment we received notice of this payment via email. After a week I did not hear from Cone so I contacted the company and the next day I received a text from the repairman that only said, "I could not find the part, sorry." After a few days of not hearing from him or Cone I called the *********** to set up the follow-up appointment to repair the handle as the repairman had discussed with me. The individual on the phone really struggled to understand that this was a follow-up appointment request and kept asking if I wanted an appointment. It came across as if she had a script to follow and had difficulty if the request veered from that. We have not heard anything since. What we would like is a follow up appointment to secure the handle to the door - after a $102.95 charge there should be no further payment required. If Cone can NOT do the work than we would expect a full refund of the amount we paid. Thank you.

  Business Response

  Date: 07/24/2023

  Unfortunately we have never serviced this customer and that receipt is not ours.  We charge $120 for a service fee and its not 102.95.  We would never tell someone we couldn't tighten down a door handle.  Not sure who serviced you but that is not us.  Please call your credit card company and see who charged you.  All of our receipts come up as CONE APPLIANCE REPAIR  which is the name of our company 

  Customer Answer

  Date: 07/24/2023

   
  Better Business Bureau:
  
  I apologize!! My intention was to schedule repair with this company since ******* customer service referred me to Cone ********************** but I grabbed the wrong phone number from ******* I am truly embarrassed...I never had an appointment with Cone originally. 

  I would like to delete the entire complaint if possible so that there is zero negative reflection on Cone Appliance.
  Again - truly sorry for the mistake!

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

• Initial Complaint

  Date:05/15/2023

  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'm not sure where to begin because this has been a debacle since the middle of March. I initially contacted ************ on March 18th. They scheduled for Cone appliance and repair to come and service my washer and fix it. I told ******* the initial problem was it was not draining. I was pretty sure it was something to do with the drain pump but the first time cone appliance repair came out they replaced a circuit board in the washer and told me that I had an electrical issue at my home. After having an electrical checked and finding out there was no issues I contacted ******* once again because cone appliance would not text me back after I let them know that I didn't have a problem with electrical. I had to contact ******* again to get a new service ticket number finally on May 6th Cone appliance and repair come out to look at my washer once again. Almost a month later. The technician that came was not the original one that showed up this technician said it was my drain pump. Like I thought all along. I then received a text from Cone appliance and repair saying they had a ETA on the part and that they would be here on 5/12 to replace it. I got home from work this afternoon the part was sitting outside my front door but no one had called me and let me know that they were at my home and we're there to fix my washer. I work 5 minutes from my house I easily could have came while they were here dropping that part off. Instead they leave it outside my front door and I have not heard anything from them. I did call them and leave a message and ask if I should replace the part myself because I am completely frustrated with the fact that my washing machine is still not fixed after 2 months. The lack of communication from this company is mind-boggling.

  Business Response

  Date: 05/15/2023

  Customer was called on 5/12/23 and never answered call from work.  Tech and office called customer on 5/12/23 with no response until later in the afternoon when tech was gone.  Tech completed the service Saturday morning 5/13/23

  Customer Answer

  Date: 05/16/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/31/2023

  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.

  See full Summary Attached and from a Lowes Complaint: temporary complaint ID is ****** (add photos to the ****** Complaint). This is cone's liability: ***** (Technician 3/27): On Monday at approximately 11:30, I had not heard from the Appliance repair center, so I begin to call, because I had another appointment at 1 p.m. No one answered after I left several messages, so I called ******* and spoke to a technician that our window of time was almost up, and I needed to get someone out there as soon as possible. ******* was also unable to reach anyone at the repair. At approximately 12:30, I left for my 1 oclock appointment. At 2:02 p.m., the repair technician called to inform me that he would be arriving in the next 15 minutes. I informed him that I had another appointment, and my 85-year-old grandmother was there, and it would take her a while to get to the door, but he should wait, because she was there. I immediately informed my grandmother that the repair technician would be there in approximately 15 minutes and to lookout for him. When I returned home, I asked my grandmother what the repair technician say about the stove, and she told me that he told her that there was a shortage in the stove, and it was unrepairable. ****** (Technician 3/29): Technician was on the phone with ******* and ******* made the call that due to infestation this could not be repaired. The repair technician called ******* on video, and they said they will not honor the paid in full warranty due to pest infestation. The definition of infestation is: the presence of an unusually large number of insects or animals in a place, typically so as to cause damage or disease. I dont think that two or three roaches qualify as infestation especially if they are deceased due to having a current and active account with Terminix. ******* refuses to repair a stove a that less that 5 months old with the manufactured warranty and the Extended warranty.

  Business Response

  Date: 04/13/2023

  Correct the tech did visual support (face time) with ******* directly and ******* determined this was infestation.  Any amount of roaches dead or alive is considered infestation.    Please follow up with *******.  This is between the consumer and *******, not us as the service company.  

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19877254
  
  I am rejecting this response because:  Infestation has a particular meaning and not just what a company says it is.  If you research and write about infestation, you can make it what you want it to be.  Words have a particular meaning for a reason and we can't make up a definition that suits us.  So I do not except this companies response.       
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  Date:02/22/2023

  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.

  My initial claim was made to ******* for my washer on 1/13/2023. They referred my ticket to Cone Appliance Repair, which is out of *********, **. I found that odd considering I lived in MS. **** the repair ****************** got there, I was thrilled because I unable to use my washer for a week. Once he turned my washer on, he noticed it was clogged. Yes, I replied, thats why youre here! According to *****, he was only directed to change something that was recalled. I had to make a new ticket because that was not why he was there. Fast forward to today, 02/21/2023, my third appointment was between 10a-3p. The only tech that is allowed in MS had an emergency and no one else knew how to fix a ******* washer. Im fed up! My washer is still in the warranty time frame. However it seems like theyre letting the time pass along to lessen the availability of my in warranty window. I called 1-800-*******, and the call center is in the ******************! They dont know where ******* nor *********** is. I spoke to one of the Managers at Cone Appliance (*******). I told him that his tech called me at 12:53p to tell me that he was on his way to my house. He never showed. ******* basically called me a liar because his tech was only supposed to be in ********* that day. Not MS. I have the proof in my phone. Something needs to be done about this business. ******* needs to have local certified repair persons in each state. As a consumer, Ive missed work twice to be home for the repair man. NO SHOW! I was sent a remorse text that says theyll come tomorrow, 2/22/2023. I really hope so. I guess Ill stay home again from work, because I need my washer working properly. CAN THE BBB PLEASE HELP ME?? Im speaking for me and all others that have had to deal with this unprofessional business. This behavior can not go on! If any texts are needed for proof, please contact me. I also have screen shots of all conversations. Thank you for your help.

  Business Response

  Date: 02/22/2023

  Your service is scheduled today, 2/22/23. The tech will call 30 mins prior to arrival.

  Customer Answer

  Date: 02/22/2023

   
  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 in the event that services are in fact rendered. If their response is null and void, I will follow up with the BBB.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/17/2023

  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 have been dealing with these peoples for over 5 weeks now. They were scheduled to come on 1/24 between 12 and 5. No one showed or called. The technician came on 1/26 and said I needed 2 parts. The parts came and he returned on 2/15 to install them. When I called to let him know that it still was not cooling, he said "oh it might be your compressor', never returning to check. I called the manufacturer (Whirlpool) who then scheduled another repair time for 2/23/23 from ****. I received a message today to say that it would be 1/24 between 12 and 5. When I called, an employee who was glad to spell her name (******) was rude and condescending. She yelled and told me she did not have time to listen to me because she had other calls coming it and I was only saying the same thing over again. When i told her that as the consumer. her job was to listen, she told me if I wanted the appointment fine, if not hang up. I would not recommend these folks to fix and Easy Bake Oven.

  Business Response

  Date: 02/17/2023

  No, its not our job to listen to people complain and its sad that you feel that way.  Now we will take you off the schedule for 2/24/23 and you can find another company that will listen to you complain.  Whirlpool does not know our schedule and your appt is only tentative that is given to you.   GOOD LUCK

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19424966
  
  I am rejecting this response because: this is the rudest company I have ever dealt with and I would not feel safe using them because I dont think they would do the job properly after receiving a response like this.
  
  **********************************************