Complaints
This profile includes complaints for CE Restaurants's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/21/2025
Type: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 have signed the contract with CE restaurant in May of 2024 for purchase of commercial pizza oven, pizza hood installation, fire suppression, walk in cooler and other equipment. WE paid them approximately *****K for all purchases. They asked for all money upfront which we paid them before installation or delivery of equipment. They took long time to get permit to install oven because of lack of follow up, installed hood with wrong exhaust fan twice, not taking ownership and sorting out logistic for the hood *************** this point, we have a wrong exhaust fan, not working oven and not able to pass mechanical inspection for the ************ has been very poor with communication, assigning work to unskilled subcontractors who installed wrong exhaust fan twice, not answering our phone calls and living our project in ******** this point we have been losing money every month since last 8-12 months and we still don't know when the project is going to be completed.I hope no one else has to go to same torture as we went through and this project has become nightmare to us due to unprofessional company who took all our money and not fulfilling their obligation.Sincerely,DJ **********
Business Response
Date: 03/11/2025
Dear ******* *******,
We appreciate you reaching out and sharing your concerns regarding your experience with CE Restaurant Concepts. Our company is committed to delivering high-quality equipment, installation, and service, and we regret that your experience has not met your expectations.
We want to address the issues youve mentioned and clarify the situation to find a resolution:
Project Timeline & Permits:
The permitting process for commercial kitchen installations, especially when it involves fire suppression and mechanical systems, is largely dependent on municipal regulations and approval timelines. While we acknowledge there may have been delays, we have consistently worked within the guidelines required by local authorities.
Scope of Work & Contractor Assistance:
As we advised before, some of the work involved in the installation was outside our scope. We attempted to assist your other contractors, but it became evident that they lacked the necessary experience for the job. We also made multiple attempts to source a qualified local contractor for you, but unfortunately, we did not have a trusted recommendation available. While this aspect was not our responsibility, we still put in significant effort to help resolve the situation.
Exhaust Fan & Installation Issues:
We understand the frustration regarding the installation process. Our records indicate that adjustments were made to ensure compliance, and we have worked to resolve any issues with subcontracted labor. However, we acknowledge your dissatisfaction and are willing to reassess the situation to determine the best path forward.
Communication & Customer Support:
Throughout this project, we have been in constant communication with multiple parties, including the contractor, both owners, and the franchise director. We have repeatedly explained the situation to all four individuals involved, with some understanding the challenges and others not.
There have been times when we were unable to engage in text communication throughout the entire day due to other business obligations, but we have made every effort to provide timely updates and responses.
Additionally, we have attached communication records between our contractor and your team, demonstrating that there has been ongoing dialogue throughout the project.
Resolution Path:We were advised that inspection will take place Once that it's past our work is completed.
We remain committed to working with you toward a resolution and ensuring that your equipment is fully operational.
At CE Restaurant Concepts, we take our commitments seriously, and we truly regret any inconvenience youve experienced. We are prepared to work collaboratively to reach a fair resolution and ensure your restaurant is fully functional.
Please reach out to our office at [your contact information] to coordinate the next steps. We look forward to resolving this matter promptly.
Best regards,
******* **********
CE Restaurant Concepts
Customer Answer
Date: 03/28/2025
Complaint: 22975492see attachments
We more proof of conversation we can provide which proves lack of communication and no reply of our messages for days by CE restaurant representative which delays the installation process costs us so much time and money.
Sincerely,
******* *******Business Response
Date: 03/28/2025
We understand the frustration and inconvenience this experience has caused and sincerely apologize for any delays and miscommunication that occurred during the course of this project.
We want to assure you that we have since reached out to the customer directly and worked diligently to resolve the outstanding issues. As of now, the matter has been addressed to the clients satisfaction, and the necessary corrections have been made to move the project forward.
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