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:12/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ******* washer and dryer in November of 2022. The machines were in need of repair in September of 2023. We contacted ******* and the appliances were under warranty. ******* approved Cone Appliance Repair to repair the washer and dryer. They first came out in September of 2023 to assess the repairs and order parts. Once the parts were in they came back in mid-October 2023 to perform the repairs. Shortly thereafter we noticed the washer and dryer were not functionng properly. The washer is making loud noises and seems to be unsafe. The dryer is not drying. We have small children and are concerned. We contacted Cone Appliance several times. After we explained that they needed to resolve their own repair issues, they told us to call *******. We tried that and ******* told us to call Cone. **** was EXTREMELY rude and hung up on both me and my wife even after we told them this was a saftey issue. They simply did not care and were completely dismissive of the seriousness of the problem.

• Initial Complaint

  Date:11/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 dishwasher from ******* 1.5 years ago. The pump went out on it which is stated on their website to be covered for 5 years. I have spent the passes 3 months on the phone with them scheduling Cone appliance to come make the repair. Every appointment was cancelled until I threaten legal action which got me my repair. Cone made the repair and the machine is still not working. I have attempted to call and text **** back out to get assistance but they put me on hold for long amounts of time then end the call.

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Builder Purchased DVE50R5200W dryer for new home in November 2022.Installed by Builder in August 2023. Dryer failed 10/19/23 and reported to ******** ******* Used Cone Appliance for Warranty Repair. 1st service scheduling took 10 days and unable to fix problem. ************** will not work. Ordered New Computer board.2nd scheduled service took another 10 days Installed New computer board and still unable to repair and correct problem. ************** will not work.Technician lied on paperwork and Notes to ******* saying ***** was working after second visit. ***** has not worked for almost a month. ******* will not replace dryer without accurate and true statement from Appliance Repair. Cone Appliance phone rings and rings will not take calls, or picks up with no response and immediately places you on hold.

• Initial Complaint

  Date:11/03/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  ********* is the most rude and unprofessional person around. Cone Appliance sent me a text message setting up a repair window from 12pm to 4pm. My wife and I were here all day and they did not show up. We called several times and they refused to answer the phone. I got a call at 518 pm from the technician who stated that he was on his way and at that point we had left already to run errands we had put on hold. My warranty expired on the 31st of October and now ********* says it was our fault and decided to cancel out tickets which ruins our chances of the repair being done since we are now out of warranty.

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 was sent to this company by ******* for a repair of my television. First I had to leave 3-4 messages to get anyone to call me. Then they lied and stated they had to wait a week to schedule a part before even asking what was wrong with the *** How could they possibly know what part to order before they knew what the problem was. Then when the guy was there he clearly had not ordered anything. He finally ended up rooting round in his truck and finding a circuit board needed and attempted to install it and stated the board was faulty. I was told the television would likely be replaced at that point. The woman on the phone then lied and stated that that board was ordered specifically for my tv even when I explained that the tech was literally searching his truck saying he may possibly have a board that fit my *** She claimed "he's new and doesn't know what he is doing." After several more calls they told me the manager approved a new TV and to "call ******* to get a new ticket number and they would take care of the rest" After 4 additional phone calls to get my new TV as promised by them, I finally got in touch with someone who stated a new TV would have to come from *******, they lied again claiming that ******* had canceled the ticket and given it to a new service center and they had absolutely no idea why, and then out me on an endless hold without picking up. I got in touch with ******* and they stated that the company Cone Appliance Repair specifically requested them to cancel the ticket with me 9in other words, they lied to me about ******* canceling it after promising me a new ***

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  ******* created a ticket on 9/12/23 regards to ice and water not dispensing from my refrigerator door. They assigned me to Cone Appliance. They sent ***** to my home on 9/20/23 and he said that ******* put the wrong information on my ticket (he lied) and he left. Didnt attempt to repair anything. So I contacted ******* and they created a new ticket stating THEY ARE COVERING PARTS & LABOR. Received a text from come appliance on 9/21/23 that someone will call to schedule an appointment within ***** hours. On 9/25/23 I called Cone Appliance 12 times and left a voicemail NO ANSWER OR RETURN BACK. Called again 9/26/23 still no answer or return callback. Finally got ***** on the phone on 9/27/23 she said she would call me back before the end of the day OR for me to get ******* on the phone and call her back. I called ******* immediately after hanging up with her and we called Cone Appliance on a conference call 9 times within 30 mins of me talking to her and no one answered the phone and SHE DIDNT call me back by the end of the day like she said she would. On 9/28/23, today, I called the office 25 times before someone answered the phone. My luck I got ***** AGAIN. I told her ******* updated the ticket stating parts and labor is covered and that they tried to call their office with me on a conference call and no one answered. She put me on hold more than 3 times without notice she and then she hung up without saying anything. I immediately called ******* and they tried to call their office but the same issues occurred, hold then hang up. Finally ******* said lets look into another service center. After 3 weeks of wasted time my refrigerator still isnt repaired and Cone appliance still has not reached out or responded to the ticket. If ******* assign or suggest to assign your ticket to Cone Appliance, TELL THEM NO REASSIGN IT TO ANOTHER SERVICE CENTER WITH BETTER CUSTOMER SERVICE AND WHO WILL ACTUALLY COME OUT TO DO THE WORK.

  Business Response

  Date: 10/12/2023

  YOUR TICKET NEVER CAME OVER WITH A PARTS AND LABOR.  THE TICKET ONLY CAME OVER WITH ICE MAKER WARRANTY AND YOUR BROKE PADDLE IS NOT COVERED.  YES PLEASE FIND ANOTHER *************** THAT WILL REPLACE THAT WITH AN ICE MAKER ONLY WARRANTY.    BEFORE YOU COMPLAIN   NO YOUR FACTS!!!!!!!!!!!!!!!!!

   

  Customer Answer

  Date: 10/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/19/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  ******* has directed the repair to cone appliance and they keep canceling the appointment and not getting the unit repaired. The unit needs repaired or replaced and I need the issue resolved!

• Initial Complaint

  Date:09/15/2023

  Type:Product 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 ******* washing machine from ***************************** on September 23 2018 and purchased the 5 year protection plan. This past July the machine broke down we called ********** and they referred us to Cone Appliace repair located in *******. We get a date for making the repair but on the date they are to come we get No show No call . This has happened several times and when we call Cone appliance they are not answering the phone nor returning my calls. If you can help with this problem

  Business Response

  Date: 09/15/2023

  Currently we are not doing any out of warranty or rebuilding units after 5 years.  Thank you for you question.  We will decline the work 

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20609972
  
  I am rejecting this response because: the warranty is in effect until 9/23/2023 , I am sending pictures of the invoice 5 years protection plan 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a new stove the third week of June and by the second week of July the oven was not working. I called ******* and they sent out Cone Appliance who replaced the upper circuit board. Two weeks later the stove started acting up again with the same issue I called ******* and they assigned Cone Appliance who sent me out a notice that they would get with me in 24 to 48 hours to schedule the repair that was two weeks ago and I cannot get a callback from Cone Appliance and they will not call back ******* they have not responded to the ******* emails. They have hung up on ******* and they have refused to answer any of my phone calls or returned any of my 30 requests for a callback. My thousand dollar range is sitting here in my kitchen as nothing more than a paperweight and I am stuck for two weeks with the inability to cook food or use my brand new appliance. I have reached out in text. I have called them. I have done everything. ******* emailed them. They called them repeatedly they will not respond. I have no way to get this fixed because this is the only company that ******* has in my area.

• Initial Complaint

  Date:08/07/2023

  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.

  Order of events:1.My ******* Dishwasher is not draining correctly. 2.Cone Appliance Service sent out a technician. He started to pull out the dishwasher and suddenly changed his mind. He stated he didnt want to scratch the floor. I asked him to simply put a cloth or plastic down. He said no.3.He abruptly pushed the dishwasher back in and left it crooked and without most of the screws and the rubber seal pinched. He left a mess. I asked him why the company would send out a man that didnt know how to pull out a dishwasher. He got his feelings hurt by this question which is silly to me. It was just a question. Perhaps I said it with a tone of frustration. It was not meant to hurt anyones feelings. I just needed an answer. 4.I called the owner. The owner, ***, was extremely rude. He had me in tears. I told him I doubted ******* would sell a warranty that required me to pay a plumber to pull out the dishwasher before his service repair company could fix it. That would be a useless warranty. The appliance company should know how to pull out a dishwasher. He yelled some more.5.I tried again the following day to communicate as politely as I could. I really wanted to resolve this peacefully. I just wanted to know why he could not pull out a dishwasher. It is completely assessable not in some unique place or special size or anything. He ignored me.6.I contacted *******. I said that their warranty is useless if I have to hire a plumber to come and pull out the dishwasher for the appliance company to fix a kinked hose. They said that is not how it works. They told me that the company should have enough experienced service techs to know how to pull out a dishwasher. ******* rescheduled the appointment. Cone canceled it. I am so baffled by this. 7.Also, I am wondering why ******* would use a company with a 1.5-star rating on Yelp and the BBB? This company also somehow disabled ******d reviews. There is nowhere to write or find a ****** review.

  Business Response

  Date: 08/07/2023

  This customer has emailed ** non-stop and we have explained ours and ********* policy.  She has threatened with ******* and obviously she got no where with them.  The unit was difficult to pull out and due to the chance of damage to her floors the technician stopped pulling the unit out.  The tech, our office, and ******* explained the unit has to be accessible for the technician.  The customer does not like that answer and continues to pursue something that will not happen which is that our tech will remove her unit and de-install it.  For the last time - the customer will need to have the unit accessible for the technician to work on it 

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20426816
  
  I am rejecting this response because:
  

  ******* has agreed with me and has sent me verification that they expect the dishwasher to be fixed by Cone without me having to do anything more. ******* has been very helpful and professional. Again, an appliance repair company should know how to pull out a dishwasher. I did not threaten anyone. I am not that person at all. ****'s response is not the truth - not even close. I have inquired about ******* sending another company in fear that Cone will not do the ethical thing and fix the dishwasher. The owner could have just come out to see the job. The owner could have talked to me politely - he did neither. 

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