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:12/21/2024

  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 purchased a sofa and it was damaged when it arrived. It took two months for them to get back to me with resolution options. I Opted to receive a refund of only 10% to make up for the damage. We are now at 3 months and I have still now received a credit for the damage. They told me to come in to the store with the card I used to purchase but I used their financing. Since I let them know I used the financing I have not heard back from them. 3 months to receive a refund is ridiculous. Communication is slow and it takes weeks for them to respond to emails.

  

  Business Response

  Date: 12/21/2024

  Hello,

  The customer's ******************** was damaged and was promised a 10% discount.  The discount should have been given much sooner.  We will have our Finance Manager adjust the financing with a 15%discount for his troubles.  This will happen on Monday 12/23/24.  I have spoken with the customer and apologized for this oversight.  He is happy that this situation will be resolved.  I will email the customer the adjustment to his financing on Monday.  Thank you.

  Customer Answer

  Date: 12/23/2024

   
  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:12/02/2024

  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.

  We purchased a 30 Wolf Range from CHF in early November 2024. We paid half down ($3,167.14), and were told that the Range would be here by the end of that week or for sure by the following week. We were also told that we would have to hire an electrician to change the outlet from a 240 to a 120. We were already plumbed for gas. We were not told about any other specifications about how high that the outlet needed to be. The cost to change the outlet by the electrician was $320. When the installers came on December 2, 2024 to install our new Wolf Range, the installers told us that the outlet needed to be lower than 13 1/2 inches and ours was 15 1/2 inches. We had to call the electrician back to move the outlet lower, because the width of the plug made our new Wolf Range stick out from the back wall. The Wolf Range has an indentation across the lower part of range that is 13 1/2 high. We called CHF and told them about the problem and that the electrician needed to charge us another $320 to move the outlet. CHF did not take responsibility to pay the electrician for the 2nd outlet change. We had to pay it over again, totaling $640 for both changes! If we had been given the specs about where the outlet needed to be, we could have had it done right the first time. All CHF told us was to change the outlet. They refused to pay the $320 for the second outlet change! Obviously, all of this could have been prevented if the salesperson, **** ****, would have given us the information we needed for how high the outlet needed to be! Because of **** Glens incompetence, we had to pay for his mistake! We even talked to his ************ refused to pay for the second outlet change!**** **** also told us that we needed to pay the second half of the price of the Wolf Range ($3,167.00) before they could deliver it. We wanted to pay the second half once the Wolf Range was installed, but they insisted! Overall, we had to pay an extra $320 for the sales persons incompetence!

  

  Business Response

  Date: 12/06/2024

  On the date of 111/10/24 ********** purchased a 30 inch Wolf gas range from Chf. 

  
  At the time of the transaction our Sales Associate **** ***** informed the customer their electrical outlet would need to be modified from a 220volt to a 110volt in order to render the range operable. 

  The customer employed an electrician of their choosing to change the outlet to a 110volt. This change was the only necessary change for the range to be operable. 

  Esthetically, the customer was unhappy with the range sticking out further because of the change in the outlet. The customer then employed an electrician to move the outlet to a different location. 

  All homes have different locations of gas and electrical locations. Chf cannot be made liable to cover the cost of retrofitting the electrical outlets or gas hook-*** to accommodate the customers esthetic requests. 

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22629882
  
  I am rejecting this response because:

  Yes, CHF told us to change the outlook from a voltage standpoint. They gave the name of an electrician who has worked for them. I called a couple of times & left a voicemail, but never received a response back. I called our salesman, **** ***** & told him this. He said that he made a mistake & that CHF actually didnt have an electrician for me to call & that I would have to find my own. 
  

  I googled the name for some local electricians and ended up getting ***************** to do the job. Again, I was never given any specifications on how high the outlet would need to be in order for the new Wolf Range to lay flush against the wall. From CHFs response, they make it out as an aesthetic decision! Obviously, they dont know their products, otherwise they would have told me that the outlet should be a certain height so the gap in the back of the range would cover the outlet. Why would any customer want their new Range to be pushed out from the wall because of the electrical plug?! 
  

  Since we had to pay for the electrician to come out twice because of CHFs ignorance of their product, it is not good business to have an expensive Wolf  Range stick out from the wall! They should know this & should have to pay for this second outlet instillation!
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:08/09/2023

  Type:Product 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 ordered a Frigidaire dishwasher model number FFCD2418US on June 23, I wanted one made in *****************, salesman said it was in stock in the warehouse I believe in ******* it would be about two weeks. I called July 12 left a message for *****, the salesman I called again July 13. He will check with Frigidaire and ******* tomorrow which wouldve been July 14. Called me back July 15 evidently that model was not in stock so theyre going to upgrade to another model which is FDPC4314AS supposedly was shipped July 17 will arrive in one week is higher end model was supposed to be worth $699. I called again on July 26 salesman said he has been on it. His managers been on it. It is evidently not in transit as he originally told me it was in transit on July 14 so they are willing to give me one thats in the store, a Beko, made in ******* very well built. It sells for $799. They will give it to me for their cost $442 plus tax which will be another $66.78 so I paid a total of $469.57 supposed to be getting a dishwasher worth $799 made in *******. I agreed to accept this new model DUT2501X, the delivery people will call me for delivery. Once I received the dishwasher & was installing, I looked at the side of it, turns out its made in ****** not ******* and on CHS website I believe you can buy this Beko at their store right now for $579. So I got nothing but lies from commercial home furnishings. I tried to download their app so I can leave a review or get a phone to send an email to the owner but I cant seem to do that so Im writing a review here. I would like them to at least refund me the difference of original price of $403 vs $470 which is my final bill. This has been an ordeal I dont want to go thru again, 3 different models & over a month to get, not to mention they claim they returned my calls & left messages which I never received so asked them to start using their cell phone & not business line. Thank you

  

  Business Response

  Date: 08/25/2023

  We are agreeing to give the customer requested refund amount as requested. We would like to get this rectified as soon as possible. We have made multiple attempts to contact the customer and left voicemails. We have not been contacted back to get this completed.

  Customer Answer

  Date: 08/26/2023

   
  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:12/09/2022

  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.

  In August 2021, I Purchased a new floor model duel fuel range (electric oven and gas stove top) from CHF *****. This was the only dual fuel range that they had in stock. I have had issues with the range not working properly ever since I purchased it. I have had to power off the range at the breaker in order to get the oven to work several times a month. This problem just got progressively worse until the oven stopped working at all in November 2021. On 12/8/2022, a Capital Refrigeration tech came to our home to repair the range. I asked him how old the range was and was shocked to learn that it had been sitting at CHF since 2015! The range CHF sold me as new was 6 years old when I purchased it! I would have never purchased this range if I knew it was 6 years old. This is fraud. CHF knowingly sold me arrange that was 6 years old as new. They never informed me of this before or after my purchase. I had to sneak out this information on my own. I called the CHF ***** on 12/8/2022 and asked to speak to the Store Manage. I was told her name was ************************* and I left a detailed message with a colleague including my order number and requested a call back. I did not receive a call. I emailed ******************* yesterday detailing my complaint and proposed resolution. I did not receive a reply. I need The BBBs help to resolve this issue. Please.

  Customer Answer

  Date: 12/13/2022

  Hello.  So, CHF's Store Manager and Appliance Manager have contacted me.  They have offered to order me a new duel fuel GE range that retails for $3,000, deliver and install the new range and remove the 2015 range they sold me in 2021 free of charge.  They offered to add on a 5 year additional warranty to the new range.  I accepted this offer today 12/13/2022 via email.  However the completion of this agreement may take 8+ weeks, as they are ordering the new GE range.    
  
  However, I am wary about closing my  BBB complaint until I have actually received the new range.  Is it possible to put my complaint on hold-- signifying that I do not currently need BBB mediation services to resolve the complaint?  However, I only want to officially close the complaint once CHF has honored its agreement.   
  
  If I cannot place the complaint on hold, and choose to close it, as we have tentatively reached an agreement, would I be able to make a new complaint in the future, if CHF does not honor its agreement?  
  
  Please advise.  Thank you for your help!  
  
  *****************************
  ***************************
  ************
  

  
  

  

  Business Response

  Date: 12/20/2022

  My name is ***********************. I am employed by *********************** as the General Manager of Chf Home Furnishings.  I have and will continue to be the person responding to any BBB inquiry as well as contacting the respective customer/customers involved in any future disputes.

  I placed a call to the customer (Miss *****************************),  to address her concerns in detail. Shortly after the phone conversation I sent an email with a proposed solution. ****** accepted my offer the next day via email. 

  In this same email, ****** stated that she is in process of retracting her complaint with the BBB.

   

   With this understanding, I was not aware any further action or correspondence was required on my end. 

   

  Chf Management will see this through to the end until the new product is delivered and installed. If anything further is required on my end, please let me know. 

   

  Thank you. 

  ***********************

   

   

   

  Customer Answer

  Date: 12/23/2022

   
  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,
  
  *****************************