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:06/11/2024

  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 bought a downdraft electric stove from Hunter Appliance for $3687.93 on December 8, 2023. We knew when we bought the stove there would be a wait as the item was out of stock. We were told most likely it would arrive in January 2024. We also knew we might have to have an additional kit installed to accommodate a 1/2 inch gap as we have a shorter than normal countertop. The stove was installed on February 21, 2024. The wait was longer than expected but we did not complain. Once the stove was installed, I did want to try the adjustment kit to see if it would help with the look of the stove. The countertop needed to be re-glued after the stove installation but the tech wanted to do that after the kit was installed. Again, there was a back order as the item was not in stock. When the kit came in on May, 29 I was charged $115.81. Since that date, I have been in touch with the salesman Michael G, who we dealt with from the beginning, about arranging an installation date. We have set up multiple dates and times for the tech person to come to our house. I work outside my home so there is some planning involved. At least 4 times we were told he was coming, arrangements were made, never to hear from anyone. When I would call to arrange a new time, Michael would be very apologetic. I feel we have been very patient about this purchase but the inability to arrange for the installation of the kit and regluing of the countertop has put me over the edge. It seems that we are not important enough for Hunter Appliance to give us the common courtesy of a phone call to let us know the appointment was canceled.

  Business Response

  Date: 07/09/2024

  The consumer's timeline is accurate.  She purchased the range on November 6th, 2023.  The contractor quoted an estimate for installation on November 17th, 2023.  The range was backordered until the end of December.  The installation then had to be scheduled with the contractor.  He's normally scheduled 4-8 weeks out, depending on his schedule and the complexity of the job.  The installation of the range was completed on February 21st, 2024.  After the installation, the consumer decided to purchase the trim/adjustment kit on February 24th.  This item was also backordered.  The installation of the trim/adjustment kit needed to be scheduled with the contractor as well. When the trim/adjustment kit arrived, on May 29th, the consumer was charged for the product.  The sales person then contacted the contractor to schedule installation of the trim/adjustment kit and to re-glue the countertop.  The salesperson, who is no longer with the company, tried to coordinate with the contractor and consumer for a convenient time.  Due to scheduling conflicts, it has taken longer than expected.  We apologize for the miscommunications and inconvenience with scheduling the contractor to return.   

  Our Sales Manager has spoken with the consumer after this complaint was filed.  He is working closely with the contractor and consumer to resolve this matter.  The contractor is currently on vacation.  Upon his return, this will be scheduled immediately.