Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
25/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The issue is that one of 4 ranges would shut off intermittently in regular mode... a function in the XLO mode for cooking very delicate items. In XLO mode the burners turn off for a period of time which is a feature of this appliance. I contacted Dr. Appliance after a referral from a parts store which I did hoping for a better quote from the previous $1K+ from another source. Upon contacting Dr. Appliance, they clearly stated that a certified technician would provide an examination and a quote for the work to make any repairs required to fix the stove. The cost of $100 for the visit would be credited for work afterwards. Waiting to hear back before posting to social media. After arrival, I summarized my thoughts on the problem. I demonstrated the stove flame cutting out after a random period while the others remained on (not on the XLO setting). I also showed him that the XLO function where the gas is cut off for very low simmer control. My feedback was that the two components between the gas output and the control are the simmer control module and the potentiometer behind the knob. He never touched the stove! He insisted that the unit doesn't have a simmer control module and that the problem lies with the main control board which is very expensive. I asked him to start getting quotes for the job. He came back with 6 months for delivery costing ~$200 for the part and then phoned again and had no delivery. He told me that the parts are likely no longer manufactured. He also questioned the faulty operation of the backburner turning off in XLO mode when the issue was with the front burner turning off in full mode. He explained to me the physics of gas orifices and his 12yrs experience. I showed him the Op. manual and he shrugged. He left after charging me $113 and no follow up. I ordered the components from the same store he inquired and received them <48hrs later. I changed the parts myself in < 45min. Issue is fixed but I'm out $113 for no reason.
Business response
26/01/2023
Hi *******,
Thank you for taking the time to talk on the phone.
We are happy we were able to resolve your concern.
Please let us know if you ever have any other appliance issues.Customer response
26/01/2023
****** ******** *******
I have reviewed the response made by the business in reference to complaint ID 18900096, and find that this resolution is satisfactory to me.
Sincerely,
******** ******
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.