Complaints

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• Initial Complaint

  Date:07/11/2024

  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.

  In Nov 2023, we visited Strafford Appliance to replace our Electrolux Induction Range with Convection Oven. Strafford Appliance stated that the Electrolux was no longer available since the firm was acquired by Frigidaire. They showed us Model FCF1308AS. It clearly states that it has a convection oven on the Manual. The Manual states that it has a blower that operates at all times in Convection mode. It does not. When the range was delivered the cooktop did not work. Strafford technician working with *********** after some hours made it work. We later discovered that the convection oven did not work. First Strafford tried to fix 3 times and then Frigidaire sent Anything Appliance four times through April 2024. In April we were told by the Anything technician that despite replacing all of the electronics, the fan will not work because *********** disabled the oven fan control. Thus is is NOT a convection oven. Strafford Appliance has refused to replace with a REAL convection range or refund our money. Frigidaire stated they would contact Starfford Appliances for information but we can get no information now despite repeated telephone calls. Selling an appliance as a convection oven when it is not is fraud.Its worse than this. The self clean feature cannot be used because it cooks the electronic controls. The repair technicians from both companies warned us about the **** CLEAN DEATH SWITCH. They said they replace numerous controls around Thanksgiving when people use the self clean feature. (its a standing joke) We have worked with Fridgidaire Anything Appliance and Strafford Appliance for 8 months and none of them will support their replacement or refund warranty.

  Customer Answer

  Date: 07/12/2024

  It is important to note that three qualified service technicians were dispatched by Strafford Appliance and Frigidiaire through Anything Appliance of Hooksett and all tried to fix the blower until one was told it "is not a convection oven because the blower doesn't operate all the time." Frigidaire engineers received complaints that the oven burned food in convection mode and disabled the blower. Selling this range as a convection oven is fraudulent by Frigidaire. We have sent photos to all parties showing the blower off when the oven is in convection oven mode.

   

  Business Response

  Date: 07/23/2024

  Owner *************************** Strafford Appliance

  I am responding to **************** complaint.

  The basic complaint is that the fan turns on and off during convection and bake setting. We sent our technician out, while he was at the home called the Electrolux/Frigidaire company technical assistants call center. The Technical advisor stated the range was operating as designed. We than had another service company Anything Appliance also went out to check the product. Complaint from customer Convection fan not working properly. Anything Appliance replaced the controller that controls the convection fan. The completion not on the work order states the unit works as designed. As second service call from Anything Appliance responding to the customer complaint oven not working. Service company customer instructed the range is working as designed by **********. They also verified with the Frigidaire technical assistance center stated the fan cycles on and off to maintain even temperature appliance is working as designed. I don't understand the "self-clean death switch" comment or the "standing joke comment". We have tried to get Frigidaire to replace the range for ****************, but they stand by the range is working as designed. We have requested **************** to call ********** directly to follow up on his request. **************** did point out a discrepancy in the manual that the fan will run intermittently during regular bake and continuously during convention bake. Attached are copies of 5 service work orders and communication with Frigidaire between our service company. 

   

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21974602
  
  I do not accept the business's response as a resolution to my complaint because: This is a simple issue: Strafford Appliance and Frigidaire are seliing a convection oven range which they admit is NOT a convection oven range. This is fraud on the part of Strafford Appliance and Frigidaire. We have worked to have it repaired but it cannot be repaired because it is not a convection oven. I want my money back, they can have the range or replace with a real convection oven. This is the worst kind of fraud upon the American consumer: collusion between retailers and maufacturers. 

  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/16/2024

  Strafford Appliance and Frigidare continue to defraud NH customers by selling products that do not meet advertised features. Apparently BBB considers this accpetable, pathetic.

   

  This case is not settled and should not be considered by BBB. It is fraud.