Complaints

This profile includes complaints for Dunnett, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dunnett, Inc.

  63 Washington St Bangor, ME 04401-6518

• 

  Dunnett, Inc.

  PO Box 77 Bangor, ME 04402-0077

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:01/21/2025

  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 purchased a new stove on 1/26/24. It was delivered in April and installed in May of 24. It has Never fully worked. It has been serviced multiple times and is still not in fully functioning order. One of the 6 burners doesnt light/work. It has been replaced including the gas contril unit and it still doesnt light. The built in griddle does not work/ heat up and the temperature guage that has been replaced still doesnt work. I jave had this stove for 9 months and it has never worked. I want it either replaced or return. The business refuses to take it back. It is under warranty.

  Business Response

  Date: 01/27/2025

  Good morning.

  Ms. ****** bought the Italian Bertazzoni range on 04/16/2024

  The first service call for the range was on 06/24/2024.  The tech stated it needed a new cooling fan and a ****** valve.

  The Italian parts came in and we scheduled the return service call 11/19/2024.  The cooling fan was replaced as was the ****** valve.  The tech tested the whole stove the fan was good and all the burners were good. 

  11/19/2024 customer does not like the way the temperature gauge works and would like it replaced.

  01/06/2025 replaced the temperature gauge and customer states the left rear burner is not working.  The tech took the burner plate apart and cleaned all gas flow areas and was going to order another valve, tube and burner head for the left rear burner.

  This is an Italian made 48" dual fuel 6 burner gas range with two electric ovens.  The customer has use of 5 other burners both ovens while we are repairing the left rear burner.  The customer does not want to repair this.  We have explained that we can go through the manufacturer process to see if they will agree or we can repair this single burner.  We have encouraged the cutomer to call on her own behalf and have them call us for any information needed.  Today I received a notice from ***** at ********** warranty claims and have sent him all this same information.  There is a process that must be followed and the customer is frustrated we can not make it happen instantly.  The customer has use of the range except for one back burner and the oven.  We have not ordered any more parts at her request.

  Customer Answer

  Date: 01/27/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be

  The businesses description is not accurate. Once installed the fan and the burner didnt work. It took 5 months for Dunnett to come back to repair. The tech had to take insulation from the back of the unit and tape it to the front to stop the rattling. Within 1 week, the back burner stopped working again and the week they came to do the 1st repair the digital readout on the Thermostat stopped working. It was not that I didnt like the way it worked it stopped working. I have pictures. They came back to replace the thermostat In January and the digital part is working but now the temperature gauge portion doesnt work. Oven is on 370 and the gauge says 425 to 450. The griddle has also stopped working since they fiddled with the unit and  that does not show on the report . From the 1st day we had issues I stated to take it back in June and the business refused. They feel no responsibility for a working unit. 5 burners working is not a working unit when you purchased a 6 burner stove. I now have 5 working burners, an inoperable thermostat and no griddle. This unit was 10k and has never worked. They also lied and said Bertazoni wouldnt take it back but when I called, Bertazoni had no record of the repairs or service calls. 

  I spent 10 thousand dollars and want my money back. This unit doesnt work!

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 01/30/2025

  As answered previously, Bertazzoni has this return claim under review, the representatives name is Niall.    

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  The only reason the Vendor Bertazzoni has it now is because I filed a complaint with them. I am still holding Dunnetts appliance responsible for delivering a non working stove and refusing to take it back. Its been 10 months now, still not working.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:07/08/2024

  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.

  A *********** Range was purchased with a 5 year extended warranty. On the day it was installed, December 18, 2019, I emailed Dunnett *** that the mode button on the oven did not work. For the next 5 years I have waited for the oven to be fixed. On June 18, 2024, we were told by the serviceman that came to fix the oven that the part was no longer made and that my warranty would not cover it. He checked to see if Dunnett would cover it. After reaching out 3 times to see if the oven would be fixed, they are saying July 17th. At this point, if is not fixed, my warranty expires in December and I really won't have an oven or the money I spent on it. **Note- it has never been fixed, so, I do not have faith it will be this time. My issue is that I have been bounced around with every excuse in the book about repairing this oven. I asked for a replacement the first time it broke down, but, it was the first few months of the pandemic and they would not replace. They had no loaners and we waited a year for the part and repair, only for it to break again. I was kind, I was patient, and I was taken advantage of. I would like them to take the stove and give my money back as the oven never worked and they did not think fixing it was a priority.

  Customer Answer

  Date: 07/18/2024

  The business did replace a part on the oven. However, the range was malfunctioning since the day it was delivered as my emails have shown. I should have been offered a replacement as it was a lemon. My extended warranty expires in December. If the oven breaks again. I will not have recourse. 

  Business Response

  Date: 07/19/2024

  05/21/2021 A technician tested the boards and burners.  The tech was told that the oven was being used commercially for long periods of time and the error came the day after using.  It was noted when the oven was being used in a normal capacity it was working fine.  

  08/09/2023 A technician was sent for the oven shutting off during heating.  A new main board and cooling fan was ordered.  The relay and cooling fan came in 06/07/2024 

  06/18/2024 A technician installed the cooling fan and oven relay board. While installing technician noticed the thermometer gauge needed to be replaced  

  07/17/2024 A Technician installed the temperature gauge and tested.  All was working properly, 

  This is an Italian made range and parts take a while to receive.  We have responded, repaired and fixed this range.

  Customer Answer

  Date: 07/22/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 
  

  The oven was used 1-2 hours a day 5 days a week between May and September. That does not constitute excessive or commercial use. The fact of the matter is, this oven was non functional for the majority of time owned. No loaner oven was offered until the most recent repair. A 5 year extended warranty was purchased so that I would never be without an oven. 
  

  The warranty should be refunded as well as the prorated value of the oven for the time I was without one. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 08/05/2024

  Enclosed please find our response to Mrs. ****** continued complaint.
  
  
  ******
  

  
  

  Customer Answer

  Date: 08/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]  8-05-24

  The oven does not work after it was repaired on July 17th, 2024. An email was sent. No response. 
  A full refund of the extended warranty and a refund for the oven is requested. 
  we have purchased a replacement. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 09/04/2024

  See attached 

  Customer Answer

  Date: 09/10/2024

  The email was forwarded to ****** and Parts as you have not provided one for yourself. 
  

  All of the issues with the oven were documented in detail with corresponding emails. The oven was serviced multiple times. It is not a commercial oven and was only used to bake 1 hour a day for two months. I have my own business with a commercial oven. 
  

  You can rest assured that your poor customer service won. I am not pursuing this. You can bet everyone asking me for a recommendation will be told not to buy from you and sent to my one star review and this public info on BBB. 
  

  Customer service is easy. Listen. Be kind. Do the right thing. Make more money because people trust you. 
  

  Good Luck.

   

   

   

   

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:08/24/2022

  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.

  We purchased a new GE washer on January 3, 2022 for $727.10. It never worked right since I purchased it but I kept it until it totally stopped working. It wouldnt spin out. I called Dunnetts and they sent out a repair man twice as he couldnt fix it the first time. The repair man stated he couldnt fix it and had no idea what was wrong with it. Initially they thought it was the computer. Dunnetts hasnt tried to work with us to get us another washer. After trying to fix it the first time they offered us a loaner washer as long as we transported it. I needed a washer so we did go get it. Thats what we have been using for a few weeks. Dunnetts would not return our calls to resolve the issue (it has been almost 2 weeks since the last repair man left) until today (August 24, 2022). ****** (the lady who spoke to my husband) stated they were not going to replace our machine and that we owed them $160 for a fee they were going to charge us for looking at our stove that one burner had stopped working but they never inspected the stove. I dont feel as though I owe the $160 as they never even touched my stove! The stove was purchased at Dunnetts also in 2019. The washer is still under warranty and they should be trying to resolve this problem. Also, ****** stated that our basement was wet. It was wet because the repair man kept trying the washer, filling it to a point and draining it out on the floor. Weve always had our washer in the basement with no issues.

  Customer Answer

  Date: 09/04/2022

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 09/20/2022

  JULY 14TH 

  160.00 FOR DIAGNOSIS ON RANGE / WASHER UNDER WARRANTY

  On July 14th ordered WB24T10029 BURNER SWITCH $55 & WB30T10145 BURNER $132./ WH03X30517 MODE SHIFTER & CONTROL WH22X32357 UNDER ************* 7/14/22

  Dunnetts covered burner and burner switch he was only responsible for diagnosis of range.

  RPeabody **** I installed the main board and actuator. Everything seemed to be fine except the actuator. It looks as if the actuator cannot find the home position. PLEASE ORDER NEW CONTROL BOARD AND ACTUATOR AGAIN ALONG WITH THE SPEED SENSOR. As for the stove, it was getting late and the customer said to fix the stove when I return. 

  WH03X30517 MODE SHIFTER, WH22X35137 CONTROL, SPEED SENSOR WH03X32158 MH 8/8/22 parts were ordered

  ***** S 8-12-22. I put the washer in Diagnostic mode as soon as I got there. It had a few codes 1 being motor rotor locked something (I'll look and update correctly) it would do everything it's supposed to except spin/agitate. When put in spin the mode shifter just searches for some place to go but never finds it and about a minute in it stops momentarily and the motor does a shimy twice. I had a brand new capacitor and was pretty confident that was it but same thing. I then replaced the control board and tested with old/new capacitor....same result, then replaced mode shifter.....same result, then replaced speed sensor.......same result, I had a brand new matching drive motor so I swapped it out......same result. I checked the pressure sensor hose and blew through it .....clear, I tested voltage good, I put old capacitor in......still got a wandering sensor and motor shimmy. I don't know at this point! It could be a pressure sensor even though the fill test passed, it could be a lid lock still even though it passes diagnostic mode. This basement is gonna kill any new washer that is put down there, it's a nasty wet dungeon! Water comes out of drain pipe that's 4.5 above the washer, it's never gonna spin out clothes the way it should, everything is being run off a spider web of extension cords, the drain water spills out onto new and loaner washer during draining and it's got 8 ft high of back pressure for the drain pump to push.  
  

  8/12/22 customer states doesn't need switch and burner for stove he got rid of it please just return parts still needs to pay diagnosis.

  Customer Answer

  Date: 09/29/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The business did not offer any settlement to this issue. They did however admit the washer was not in working condition when they sold it and proved to be not fixable . That should be all there is to this matter. If they are worried about the $160 on the stove they could deduct it from the refund for the washer. They havent shown any interest in settling this issue. Very bad customer service! We have been a very long time customer of this business and am shocked with their response! If two repair men cant fix it they should admit that it wasnt a good machine no matter what my cellar is like. Ive always had a washer in the cellar with no issues. We have purchased all of our appliances from this store including a grill this year also. Its sad to realize you cant trust businesses to stand behind their word! 

  Business Response

  Date: 10/11/2022

  To whom it may concern, Reference # ********.  I received your response letter.  Pictures attached will show the water pouring onto the washing machine during every use is causing the issues described.  This is not normal wear and tear but customer abuse. 

  Customer Answer

  Date: 10/13/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****