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Home Towne Appliance LLC

Phone: (970) 635-9711 Please Call or Email for Service, Loveland, CO 80538 http://www.hometowneappliance.com

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Description

This business services and repairs all brand appliances.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Home Towne Appliance LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Home Towne Appliance LLC include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

1 Customer Review on Home Towne Appliance LLC
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 1

Additional Information

top
BBB file opened: September 25, 2008 Business started: 01/01/1999 Business incorporated: 03/12/2005 in CO
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Bob Antell, Owner
Contact Information
Principal: Mr. Bob Antell, Owner
Business Category

Major Appliance Repair Stores Appliances - Installation Small Appliance Repair Shops Dishwasher Repair Services Microwave Repair Shops Washer and Dryer Repair Stores Washer and Dryer Part Suppliers Electric Heating Element Suppliers Ice Machine Repair Refrigeration Equipment Part Suppliers Appliances - Used Major Appliance Part Suppliers Dishwasher Part Suppliers Oven Repair Services Refrigerator and Freezer Repair Stores Refrigerator and Freezer Part Suppliers Vacuum Cleaner Repair Stores

Method(s) of Payment
Cash, credit card, checks
Service Area
Counties of Larimer, Weld, Laramie
Alternate Business Names
Home Towne Appliance
Products & Services

Whirlpool, Maytag, Roper, Kitchen Aid, Frigidaire, LG, Samsung, GE, HotPoint, JennAir, appliance repair


Additional Locations

  • Please Call or Email for Service

    Loveland, CO 80538

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Complaint Detail(s)

12/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: *** replaced switches to repair an issue. It did not fi the issue but he said he would do more research. He still charged for the switched and labor, however. He did however repair a gas line issue. But when putting the stove back together he dropped the oven door and one of the inner glass panels shattered. As I cleaned up the mess, he made calls to find a part to repair it. He was having difficulty finding the part and asked me for the number to a local glass place where he could get the glass. I gave him the local number. He bought the glass and installed it. I checked the oven before he left and disxcovered that I could now not see through the window of my oven when I turned on the light. *** said that was the best he could do and left quickly. He left with a check for $189 (covering the parts and labor for the switches) that did not fix the problem and now I have a stove that is of less quality (and now actually useless) than when he began.In talking with ******* today I am told I cannot use my oven as the glass may be tempered but is most likely not heat resistant. There is now an imminent fire danger if I use the oven as it was designed for cooking, convection and self-cleaning. By dropping the door and not replacing it with the correct part, or replacing the whole door, ******* tells me I now have a unit that is worthless because they do not make the replacement part and needs to be replaced. These units run $3000.00. I would be fine if I dropped the door, but he did it, and Im out the entire $3000 replacement cost.Prior to this complaint we called *** and discussed these concerns with him. He communicates that he is satisfied with his work, has actually done us a favor by discounting the labor costs, and feels no need to do anything to correct these problems.Home Towne Appliance has cost my family $189, an oven to cook in and a $3000 replacement range.

Desired Settlement: At the bare minimum, a replacement of the glass with a ******** product (used is okay) or if a certified J*** *** heat -resistant tempered glass is not available, replacement of the entire unit with a comparable unit.

Business Response: I received a call the next day after I left the customers house not from the customer I was working with but another woman who claimed to be the partner. She was not present during the repair nor had I meet her before. The customer that was there twice during the repair understood the situation with the range and when she wrote the check understood that there should have been more labor charged and was fully aware that once electricial parts where installed to try to correct the second problem other that the gas problem that she was willing to take that risk and that to her the amount of money was worth trying those parts to see if that would correct the very strange way that the left two burners were acting , meaning that there was a problem with the ignitors not working . She also was willing now that I solved the gas problem on that side to continue using that side by lighting with matches if the spark problem couldn't be fixed . As far as the oven door glass yes putting the door back on one of the hinges were not working right so the door did drop and one glass did break . The glass was no longer available through **** *** so I found and replaced it with comparable glass but it is darker . Had she said the glass is not acceptable than I would have tryed to find glass thats more the color of the factory glass and I am still willing to do that.     Sincerely *** / Home towne appliance.

Consumer Response: Complaint: *******

I am rejecting this response because:
There is a significant fire danger if a ******* approved part is not used. We require a ******* approved door replacement, or ******* approved window glass at no cost to us. Again, this is the solution recommended by the manufacturer and ******* has information regarding finding these approved parts, in spite of the fact that they no longer make them, at very reasonable costs.

 
We would accept resolution of this complaint at the time that Home Towne Appliance provides us with either of the parts described above.  We will arrange installation.
Regards,

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

Business Response: I found the factory part on line . If ordered soon would be here mid september. Home towne appliance

Consumer Response: Complaint: *******

I am rejecting this response because: He hasn't said he is ordering the part and paying for it himself.  When there is confirmation/documentation of both of those I will accept the response.

Regards,

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

Business Response: If the customer can wait till mid september the part can be ordered and yes I don t expect the customer to pay for the part , I have indicated that from the beginning. H.T.A.

Consumer Response: Complaint: *******

I am rejecting this response because: I have not yet received the product. Mid-September is fine. I will accept resolution when I have received the ******* approved part for replacement.

Regards,

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

Business Response: Because this is a factory order and the delay in response the estimated arrival time for the part to me is oct 1 - 3 . The part was ordered today. I will notify the b.b.b. and the customer for pick up as per customers request to install the part themselves.

Consumer Response: Complaint: *******

I am rejecting this response because:
I will accept resolution when I have received the ******* approved part.

Regards,

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

Business Response: ***** ****** ****** ********************* *** ******************** ***** **** *** *** **** ** **** ** ******** *** *****************
Order Cancellation Confirmation

forwarded from home towne appliance. Order cancelled possibly due to appliance age.

*** ** **** ******* **************** ********************************** ****** * ***** **************** ********************************** * ******** ***************** ***** ************ ************ * *** ******* ******* ********************* * ***** ******* ********* ** ***** **** **
>
*      ************ **** * ********************* ****** ********** * ************************************** ** * ***************************** ** * ***************************** *** *********************** * ********************* * *********************************************** * ********************** * * ***********************************
>
> NOTICE: Please do not reply to this email.
> Because this is an automated email response from our
> Customer Care Team, we are unable
> to receive any replies to it.
>
>
> A message from
* *****************
>
>    Order Number: **************
>    This message confirms that your order has been
> successfully cancelled, because the part is no longer
> available from the manufacturer.
>    Your credit card will not be charged for this
> order.
>    If you placed your order using a debit card, please note
> the following: When you authorized payment using your debit
> card, your bank may have allocated the order amount from
> your account right away. It may take up to one week
> following this cancellation for your bank to return the
> total order amount to your account.
>    If you have any questions about your order or need help
> finding a part, we’re here for you at 8*********** between
> 7 a.m. and midnight (Eastern Time), seven days per
> week.
>    Thank you for ordering from ****************. We hope
> your appliance and/or outdoor power equipment repair is fast
> and successful.
>    Sincerely,
>    The Customer Care Team
>    www.repairclinic.com

Consumer Response:

Complaint: *******

I am rejecting this response because: based on the business response enclosed I am neither receiving an acceptable part nor am I receiving a refund from Home Towne Appliance and I now have a useless ******* stove.  *** admitted he broke the door, fixed the door with sub-standard part and is now refusing to make this right and I have no stove.  Because I called Home Towne Appliance for my repairs I am out of  way to cook food for my family and now have the need to purchase a new stove as well as having paid him for repair calls that caused this.

Regards,

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

Consumer Response: ********** ********* ******* ********** ***** ******** *********** ******************************* ***** **** *** *** **** ** **** ** ******** ********* ** ******* *** ****************** **** ***** ******
I received your letter regarding the (DRC) Dispute Review Committee step for my complaint.  I would like to submit the following for the committee's review. 
 
Below is the transcript of the conversation with ******* regarding the safety and use of my range after Home Towne Appliance damaged and then repaired with sub-standard materials. 
 
I would request that the committee consider this in the resolution of this complaint.  As per my previous messages, I ask that Home Towne Appliance replace the oven door with one approved by ******* and if that is something that cannot be done, then I ask that Home Towne Appliance replace my range unit with one of the same brand, quality and type.
 
My partner made this phone call and saved this information in case we needed it.  You can confirm the call and/or the information within by contacting *******.
 
We appreciate your assistance in this matter.
 
******** *********** and ******* ********
 
 
 
******* *.: Thank you for contacting ********! My name is ******* *.. I will be with you momentarily.
******* *.: Hello Mrs. ********. 
******* ********: Hi. ******* is fine. I had a question about our stove. A technician (certified) came out and didn't resolve the issue.
******* *.: I apologize for the situation. 
******* ********: Thanks. Wasn't you. He dropped the door, broke the glass, replaced the glass with a really dark window he bought at the hardware store. Too dark. Then there is another problem...but we can do this one first
******* ********: He states that ******** does not make a transparent window. True?
******* ********: We can't see through the door even with the oven light on.
******* *.: The windows will be tinted but when using the light on the inside of the oven, you may be able to see through it some. The tinting is to insulate the heat so you do not loose heat through the window pane.
******* ********: It's totally dark and my concern it that it is not a **** *** window...it came from the glass shop. Is that okay?
******* *.: We would definitely not recommend any glass be installed into the oven door frame as it may not be heat tempered for the oven, especially if you were to self clean. 
******* ********: He said it was tempered...but, should we be concerned about the auto clean cycle? Why wouldn't he order a part from you guys?
******* *.: I am not sure. Tempered only means that if it breaks, it will break into tiny pieces, not that it is oven heat safe.
******* *.: Let me check to see if the glass is available from us. Can you confirm the model number?
******* ********: Sure. **********. We also might get disconnected. Web access is pretty limited. My phone is ************ if that happens. Okay?
******* *.: Thank you, I believe the second letter should be a * not a *. If so, you have 3 panes of glass, do you know which one he replaced? outer (closest to the outside of the oven) or inner (towards the oven cavity)?
******* ********: The outer most one...clear in the middle, tinting along edges. side closest to outside of stove
******* *.: The other glass is part number ******** which is no longer manufactured. That may be why he used this other glass. However, we never recommend replacing the glass with anything but the glass from us. If the glass is no longer available, then the unit would be non repairable. 
******* ********: So, what can we do?
******* *.: Unfortunately, there would not be a repairable situation. The only thing to do would be to replace the range. If you choose to use the oven with this replacement glass, it would be at your discretion and any personal or property damage resulting from a failure related to the replacement glass would not be ********'s responsibility.
******* ********: Since the repairman dropped it...I'm going to be out thousand of dollars? Do you sell whole replacement doors?
******* *.: Unfortunately doors are not ordered as complete assemblies. Each part is broken down into individual parts.  

Consumer Response:

Better Business Bureau:

I would like my complaint ID *******, to be handled through an Arbitration hearing with BBB.

Regards,

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

Business Response:

Better Business Bureau:

I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID *******,. I understand that because I have decided to not pursue arbitration that BBB must close my complaint. I have decide to pursue legally or via other avenues. 

Regards,

*** ******

Business Response: ***** ****** ****** ********************* *** ******************** ***** **** *** *** **** ** **** ** ******** *** **** ** ******** **** ******

I have more information on available glass for the **** *** Range/door glass. I have found tempored glass through a glass company in loveland that can order glass that is as strong and as heat resistant as the factory glass. This is the same glass they use in gas fireplaces. I will give a written warranty with the glass . I would need the door for a couple of days.
Sincerely *** w/Home towne appliance

Consumer Response: Complaint: *******

I am rejecting this response because: As I have stated before, only a true ******** part will be acceptable to repair the door that Home Towne Appliance broke.  For the business owners information, using the following search terms in google provides results that include ******** parts to fully repair the door: "********** **** ****"
I would expect the part and/or an entirely new door for my unit shipped to my home.  I will arrange installation myself.  Short of this, I expect an entirely new unit of the model number listed above.

I am even more dissatisfied with this business response than I was before as I now go into the holiday season without an oven.  Home Towne, this should have been resolved correctly the first time.  Shame on you.

Regards,

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

Business Response:  The door complete is not offered by the manufacture as well as other parts because it is an old range and or they had problems with this unit . The glass that I replaced is safe and useable but I have offered to replace this glass with new glass again and give you a written warranty that would be equal to or better than the manufactures glass . Tempered glass is heat treated glass and is the same as the manufactured glass . The glass could be fixed before the holidays but it seems that your only wanting for me to replace a old range that parts are no longer available with a new one . H.T.A.

Consumer Response: Complaint: *******

I am rejecting this response because: If I am able to find the parts on the Internet, as a simple consumer, it would seem to me this business would be able to find it as well.  If Home Towne Appliance is unwilling to do that, they may replace the entire unit at their cost.  They ruined my range.  They have to fix it. I have been reasonable and generous in this process and am now losing my patience with the delay, lack of customer service attitude of the business owner.
Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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