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:12/16/2024

  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.

  Service call to check my dryer Dec 12 2024 the technician looked at the dryer and determined that the wires were chewed by some rodent and I needed a new dryer. He never provided pictures of the damaged wires just took a pic of some lint and debris. I took his recommendation and bought a new dryer that same day. The new dryer got delivered and I started the new dryer and then, it was doing the same thing as my old dryer. It ended up being the circuit breaker in the electrical box. The old dryer was still good. The tech never took a meter to the old dryer to determine if it even had power issues.
  I had the circuit breaker replaced and the dryer is appears to be working ok.
  I visited central appliances store this morning the 16th spoke with the owner and asked to have the service charge refunded and the cost of my old dryer since it has been scrapped and I cannot get it back. He said he would not do any of that. I told him he would hear from my lawyer, as I was leaving he said well that is going to be at least a $2500 retaining fee and merry Xmas.

  

  Business Response

  Date: 01/06/2025

  We acknowledge the Better Business Bureau's role in ensuring customer satisfaction and we aim to provide the highest level of clarity regarding the recent complaint received from a customer.

  
  **Chronology of Events and Our Involvement:**

  
  1.  Service Request and Diagnosis:   The customer reported a malfunctioning dryer. A technician assessed the appliance and determined that chewed wires, a consequence of rodent damage, had caused the dysfunction. This is a recognized cause of electrical issues in household appliances which can also lead to safety hazards, such as tripped circuit breakers.
  2.  Customer Informed Decision:  After thorough diagnosis and consideration of the extensive damage and repair costs involved, the customer concurred with our professional recommendation to replace the appliance rather than incur the greater expense of repairing it.
  3. New Appliance Installation and Observation:   After a mutual decision to replace the old unit, we delivered and dropped off the new dryer (as requested) for the customer.  (Appliance was not installed by Central Appliance, simply dropped off at customers residence.)   When the customer subsequently faced an issue with the new dryer not operating, we learned that the circuit breaker had tripped. Closer investigation attributed this issue to the old dryer's faulty wiring setup causing a residual effect on the home's electrical circuit—not a fault in our normal procedure.
  4. Proactive Response and Customer Support:  Upon discovering the additional electrical challenges, we reset the circuit breaker to restore full functionality to the new dryer, taking extra measures to ensure that all electrical connections were thoroughly inspected and secure, despite this complication falling outside the usual boundaries of a standard appliance delivery.
  5.  Customer Dispute and Service Center Interactions:  Despite resolving both the original and ensuing issues, the customer disputed the original cause of the failure. We have extensively reviewed our service actions and remain confident that the cause was indeed the rodent damage and not a service oversight. Additional discussions in our showroom did not conclude with agreement, as the customer’s expectations did not align with the technical facts and sequence of events.
  

  **Conclusion:**

  
  In closing, we assert that at every stage, our technicians acted with diligence and integrity. The problems both the original and new dryers experienced were directly linked to the unforeseen and unfortunate rodent damage, which our service team swiftly and appropriately addressed.
  While we empathize with the customer's situation, we respectfully maintain that our diagnosis was correct, our actions were timely, and our responses to both the initial and secondary issues were appropriate and followed industry best practices.
  We remain committed to a policy of transparency and customer service excellence, and are willing to engage in further dialogue to provide any additional necessary support to the customer within reasonable and factual parameters.
  
  

  
  

  Customer Answer

  Date: 01/13/2025

  
   

   Complaint: ********

  
  
  

  I am rejecting this response because: 

  I want the service fee of $133.00 refunded 

  for misdiagnosis of my dryer … there is no picture of evidence of chewed wires   For  the new  dryer acted just like the old dryer indicating that this was a misdiagnosis from the technician. I had a new circuit breaker installed there is no more tripping 
  and the cost of my  4 year old dryer  a value of $200  which was still operational   
  please refund   

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 01/14/2025

  Dear ****** ********,
  Thank you for your feedback regarding the service on your dryer. We understand your concerns and have thoroughly reviewed the details of your case. At Central Appliance, we take pride in the expertise and dedication of our service team, who are committed to delivering high-quality solutions to our customers.
  It's important to note that while our technicians conduct thorough diagnostics based on a wealth of experience and knowledge, we are not required to provide photographic evidence of our findings or the repairs carried out. Our assessments are made with the utmost consideration for the most likely cause of the issue based on the symptoms presented. The decision-making process involves a deep understanding of appliance functionality and common issues encountered, guiding us to recommend the best course of action for our customers.
  Regarding the issue with the circuit breaker that occurred after you installed the new dryer, it appears that the breaker's tripping was initially caused by the malfunction of your old dryer. However, the circuit breaker needed to be reset following the installation of your new dryer.   (Installation completed by Customer not Central Appliance)
  We recognize your position on seeking a refund for the service fee and the value you believe was lost with your old dryer. However, based on the information and outcomes, we maintain confidence in our technician's diagnosis and the services provided. As a result, we will not be issuing a refund.
  We value every opportunity to serve our customers and hope to continue to do so in the future. If there are any other ways we might assist or if you have further concerns, please feel free to reach out directly.
  Best,
  ****** ********
  Central Appliance
  
  

  Customer Answer

  Date: 01/14/2025

  
   

   Complaint: ********

  
  
  

  I am rejecting this response because:

  I so  so very disappointed in your decision of no refund it’s a shame that you are running this business where as your family started and they had such a good reputation as for you … you are taking this business downhill … word of mouth of your business will be well known throughout the area  you may I have lost my business …many more customers will also follow, knowing  of your shenanigans   

   

  
  
  

  Regards,

  
  

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