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:02/15/2023

  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 a GE appliance and called the warranty **** regarding warranty work on the appliance, they fielded the work to Cone appliance repair, The date was set for the repair, which was Feb 14th between **** pm. I had not heard from anyone so I called and was told that they no longer service GE. I advised that I stayed home all day waiting and missed work for this and no one even bothered to call me. When I asked for a supervisor, they hung up on me and when I called back, they picked up and hung up several times which I can document on my cellphone records. This is not acceptable business practice and the fact that they decided to stop servicing GE appliances and didn't tell me even though I had an appointment is ridiculous.

  Business Response

  Date: 02/15/2023

  We apologize for the lack of communication and service on our end. This was a decision that was communicated by the management of the ** Account. Our staff had no authorization at the time to service ** units. Once again, we apologize for the lack of communication. Please contact ** for further service with another company. 

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19404556
  
  I am rejecting this response because in my discussions with GE,. they advised that they have received several complaints regarding Cone Appliance and the rep from GE advised that when GE reached out to Cone Appliance, they said they had no idea what I was talking about and that they DO service GE appliances. So perhaps Cone Appliance needs to document in a trackable manner that they have advised GE in writing they are NOT accepting their repair business any longer. 

  And Cone Appliance's decision NOT to service GE appliances is between Cone and GE however, Cone appliance made the decision NOT call me and advise me that they were no longer doing that service and cancel my appointment. It is so unprofessional to just ignore appointments and leave customers sitting around all day, missing work and other obligations waiting for an appointment they had no intention of keeping. In addition, their decision NOT to service GE appliances also does NOT explain why their m o is to pick up the phone and always say " please hold" and never get back on the line OR even worse, pick up and hang up each time I tried to call to speak to a supervisor. It is not acceptable and large appliance companies need to know how they do business. 

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

• Initial Complaint

  Date:01/16/2023

  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 need to cancel an appointment but it is not possible. There is no way to cancel online and neither Whirlpool nor the service provider answers the phone. I have left phone messages but there is no reply.

  Business Response

  Date: 01/30/2023

  GEEZ.  The appointment was cancelled.  Seriously we need a complaint because we didn't confirm a cancellation.  This is ridiculous.

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18814020
  
  I am rejecting this response because:  Yes, you need to answer the phone or if you take a message requesting a reply, you need to reply.  I waited around all day in case you showed up, not knowing if you would or not.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/14/2022

  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 /contacted Maytag to get my dryer repaired. They selected Cone Appliance Repair. I contacted Cone Appliance and scheduled a repair for today, 13 December 2022, between 12pm and 4pm. ****'s website said this was scheduled and accepted. But nobody ever showed up, so I sat around at home all afternoon for nothing. Furthermore, I tried calling ****'s phone number several times to see if they could give me any update or even apologize and say they couldn't actually get to me today. But no. Nobody ever answered the phone and the voicemail inbox was full so I couldn't even leave a message. So I emailed them about 4:25pm about this, and they said their service hours were until 5pm, although that reply didn't arrive until way later. And, as stated, nobody ever showed up at all.

  Business Response

  Date: 12/14/2022

  As stated in the multiple emails our schedule is not on any website and whirlpool does not know our schedule.  After receiving messages that were not kind we clearly told this customer to find another servicer.    

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18571003
  
  I am rejecting this response because Cone's reply, quoted below, simply untrue.
  

  "As stated in the multiple emails our schedule is not on any website and whirlpool does not know our schedule.  After receiving messages that were not kind we clearly told this customer to find another servicer."    

  The course of events was as follows:

  1.  Wanting an authorized ************** for my broken dryer, I did a service request through Maytag.  I received the email (see attached pic) from Maytag stating the service appointment was with Cone Appliance, which I'd never heard of before, and would be Tuesday, 13 Dec 22, between noon and 4pm.  It also had a link "Manage my service" which, when clicked, too me to a website whose URL was coneappliance.com and there I saw my appointment listed and that this had been accepted.  I thus had every reason to believe my appointment was scheduled and visible on Cone's website.

  2.  On Friday, 9 December, I received a text from Cone Appliance (see other attached pic) asking for the serial number of my dryer, which I sent them.  I had not previously contacted Cone--they contacted me because Maytag had told them of this job.  I did not hear from Cone again until Monday, 12 Dec 22, at which point I received another text (shown in the same pic) Instructing me to call to confirm my appointment.

  3.  I called the ************ number provided.  Nobody answered so I left a message clearly identifying myself, my contact info, and that yes, I really did need service on the 14th between 12 and 4pm.  I also left instructions on how to find my rural house and asked if they could at some point provide a more precise ETA.

  4.  As the afternoon of Tuesday, 14 Dec 22 rolled on with neither sight of *********** with ****, I tried calling them several times at that same number.  Again, nobody ever answered and now the voicemail inbox was full so I could not even leave a message.

  5.  At about 4:30pm on Tuesday, 14 Dec 22, with my appointment window now over, I sent Cone an email asking what had happened and received the reply attached to the original complaint.

  6.  Since then, **** has pretended ignorance of my appointment when clearly they knew about it since at least last Friday.

  Anyway, **** now refuses to take my business and I certainly no longer want to do business with a company so incompetent at managing appointments and communications, and so utterly lacking in basic politeness in customer relations.  If **** had replied to my initial email with a simple "We're sorry, ****************, things went haywire so when's a good time to reschedule?", we wouldn't be here now.  My complaint is thus a bad review of the company on those grounds.

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

  Business Response

  Date: 12/15/2022

  GOOD LUCK TO YOU  AND MERRY CHRISTMAS.

• Initial Complaint

  Date:12/05/2022

  Type:Customer Service 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 11/29/2022 at approximately 1:37 pm ******************** gave me a ticket # ********** and made an appointment for me with Cone Appliance Service for Friday December 2, 2022 between **** pm at ********************************************. Cone Appliance Was a no show and did not call to notify that they were not coming. I waited all morning and the. Cone customer service **** was very rude and unprofessional saying there was No Appointment No appointment!. That is impossible because I was given an appointment and a ticket number. This is the reason why I called for an appointment . I ask for a supervisor and **** would not let me speak to a supervisor then she hung up in my face. Then I called back and spoke with ****. **** said, that they do this all the so, first they have to order the ice maker, then they come out. He made another appointment instead of today for 12/14/2022 before 12pm. ******* and Cone Appliance Services are both unprofessional and companies.

  Business Response

  Date: 12/05/2022

  The customer never had any previous appt with us and is currently scheduled for Dec 14, 2022 from 12p-5p.  

• Initial Complaint

  Date:11/22/2022

  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 got a Whirlpool refrigerator, April 12th, 2022. Model WRS321SDHZ for $1,529.00 + Taxes. In October, the fridge stopped getting cold. I did all the possible troubleshooting and called Whirlpool and they set up a repair person to come out, Cones Appliance Repair. The day of the repair, this company calls and tells me Whirlpool doesn't have access to their schedules and they were not available that day, pushed my appointment back a week. I don't have a working fridge so I lost everything of course. He showed up, said what the problem was, said its common and covered under warranty and he'd order the part. Nice guy, professional, I liked him. I was told that once the part arrives I was to call this company back, at ************, which I did on 11/15. Mind you I'm 3+ weeks without a working fridge at this point. I left a message advising parts arrived and they could come literally anytime to fix as I work from home. Waited until 11/21, nobody shows. I call them back, they say they don't have an appointment and when I ask to have one, the lady puts me on hold and then they disconnect the line. I call back, get voicemail and leave message and still no response. I tried to call Whirlpool to resolve and they are not helping either. So I have a non-working basically brand new refrigerator stinking up my house with no ice or cold food and I can't so much as get a call back from these people who are the only company Whirlpool offered to do warranty repairs.

• Initial Complaint

  Date:10/27/2022

  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.

  The lady working the phone appointment kept calling hanging up on me and cursing me. I asked for her supervisors number and he continued to tell me they would not be fixing my stove and I just brought it brand new last month. It's still under warranty. They don't know how to talk to their customers. They were steady cursing me for b****** and everything else.

  Business Response

  Date: 11/10/2022

  This customer was verbally abusive to our staff and we will not service her.  She can find another servicer to abuse

• Initial Complaint

  Date:09/13/2022

  Type:Customer Service 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.

  Never showed up to service my dryer. The customer service was so rude. They kept hanging up in me and cursed me out. Extremely unprofessional. Would not recommend.

  Business Response

  Date: 09/13/2022

  The Customer called using profanity and being racist to the office person.  ********** never one time used profanity towards this customer.  The customer is upset because he wanted the appt given by Whirlpool but that date was not available.  His reaction was verbally abusive and we have chosen to not service this customer 

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 18019008
  
  I am rejecting this response because:

  They did use profanity. My boyfriend was upset because the appt was made and the lady was very rude. Not professional at all. He tried to apologize and she was still rude. This company has horrible reviews. I didn't want them coming into my home any way. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/14/2022

  Ok.  Good Luck to you!

• Initial Complaint

  Date:08/05/2022

  Type:Billing 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 Samsung refrigerator and an extended warranty last year 2021. In May of this year we noticed that the ice maker isn't producing any ice, we may be able to get a full cup of ice once a day at this point and when we can get a little bit of ice out, there a little pieces of plastic that come out with the ice. I have cracked a tooth from biting down on a piece of plastic while eating ice.
  My husband called in June 3, 2022 to have a service guy come out and fix the issue. The service tech came June 6, 2022 looked at the freezer and stated that we needed a new ice bucket. He supposedly ordered one from his phone. He told us we would have the new ice bucket within a week. We waited a month, still no bucket. So as we notice the ice maker is now not making any ice, my husband calls customer service again. They told us someone would be out Monday July 20, 2022. I stayed home all day from work waiting. No one called or showed up. And still no bucket was delivered, My husband calls back, the said someone would be out last Monday, July 27, 2022. No show, no call AGAIN. (2 days I've missed work waiting at this point). My husband randomly gets a call yesterday Thursday, August 4, 2022 and says that someone will be out this morning ( Friday, August 5, 2022) my husband then request that he be given a call 30 mins before the tech arrives so that he can leave work and meet the tech at the house (since I wasted 2 days at home for a no show.) The tech texted my husband and said he was 30 minutes away, My husband left work and was home in 17 minutes, only to find a box left on the steps with the ice bucket and no tech. My husband calls and text the tech only to be ignored. 30 minutes later the tech calls and tells my husband that he can install the bucket and reset the freezer and hung up. I tried calling Cones Appliance Repair to get answers and no one answers. I will be taking legal action to get my money refunded.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 11, 2022/08/18) */
  All of the updated ice maker parts were installed per Samsung bulletin. The only thing left was the ice bucket. That is a drop off part. The technician tried to call customer 3x after this complaint. Good luck to the customer. We aren't the manufacture!

• Initial Complaint

  Date:07/21/2022

  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 set up to have a service done on my dryer for July, 7th. I was then texted and told that they couldn't come out until July, 19. Well I was texted again to reschedule for July 20, 2022. No one showed up so I called and left and message. I have emailed the company and now have to wait to see what Whirlpool wants to do. My warranty runs out on Aug. 6th. I've had my dryer for almost a year and the enamel is coming off the door and starting to rust. I sent pictures through text to the company. I have set up another time for tomorrow so well see if they show up. I had to use this same company when I bought a Samsung dishwasher. The dishwasher keep telling me it was leaking found the leak and seen it. The tech said it was my problem so we bought a new hose and hooked it up. Still did the same thing so they came back out. He reset the seal on the bottom of the dishwasher. Well the next morning it was still doing the same thing. Samsung ended up giving me a full refund on the dishwasher. I had to go buy a new one. Doesn't seem like this company has it all together.
  

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/21) */
  Serviced the customer on 7/21/22.
  
  
  Consumer Response /* (3000, 7, 2022/08/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They came out there were two techs. I was told they were going to order the whole front panel. Since it's rusting on the inside and the Door is chipping off. NOt even a year old yet. I never heard from anyone letting me know what was going on. I called back on July 29,2022 and was told they coudn't do it. I contacted Whirlpool and they are sending out another company. This company has very poor communication. First appointment never showed up and didn't call to let me know anything. Second they tell me they will fix it then tell me no they can't. I guess since I made a complaint they decided they didn't want to fix my product.
  
  
  Business Response /* (4000, 9, 2022/08/01) */
  Correct!!! You can work with the other company! The first appointment was not given by us it is a preferred day by Whirlpool. The real appointment was when we called and put you on our schedule. Good Luck!!

• Initial Complaint

  Date:07/14/2022

  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.

  Bought a new appliance from a name brand store. Cone's supplied the extended warranty. We used Cone's a few times for problems with the appliance. After the warranty ran out, we started contacting the name brand appliance that we had. They asked us for past times it has been worked on. My wife and I have contacted Cone's several times and they never answer the phone. We have left messages and still no return call. We cannot get the unit fixed without the past records from Cone's.

  Business Response

  Date: 07/28/2022

  Business Response /* (1000, 5, 2022/07/14) */
  This customer is extremely confused. First we don't offer extended warranties and the "ONE SERVICE CALL" We performed for this customer was on 6/17/21 through Samsung and Samsung can provide the work order. We have nothing on our records that Samsung can't provide which is their job not ours. All of the notes and records go directly to Samsung. All other service records are not through us and can be provided by their Extended warranty company, which is NOT us.