Home » Report Abuse

Report Abuse

Flag a comment for removal

Please use the form below to report a comment to us. We do our best to monitor user comments and we have zero tolerance for profanity, personal attacks and other malicious posts.

Thank you for taking the time to bring this comment to our attention.

Report Abuse

Original Comment Date of Purchase: March 22, 2017 Date of Incident: Sept 23, 2017 at 6:30 PM Date I started writing this report: Oct 2, 2017 Today's Date: Oct 9, 2017 To tell you I am upset is an understatement. History: After my son returned from Afghanistan with injuries suffered when his vehicle was blown off the road by an IED. I moved him, his wife, and his two children into my other home located at 37 Boulder Rock, Palm Coast, FL 32137. He was given an 80% disability which was then upgraded to 100%. He also has PTSD because this happened 3 times. Please understand my son is a combat Marine who "knows" the difference between a spark and what he described as an AK-47 rifle shot. Incident: On Sept. 23rd my son was cooking spaghetti on a Frigidaire range 6 months old, which I purchased on March 22, 2017 from Lowes in Palm Coast. He was boiling approx 1 gal of water and was walking back and forth from the kitchen when there was an explosion. (not a spark or pop as I was told the service record indicated) My son dropped to the floor. The pan along with the water was blown off the stove and hot water went everywhere. The kettle was found 2 feet from the stove on the floor. He shut off the circuit breaker to the stove and called me. His 5 month old baby was 15 feet away with his wife. His 4 year old was playing in the living room 10 feet away. There is no wall between the kitchen stove and the living room. It is an open floor-space home with only a counter between kitchen and living room. This could have been a disaster but fortunately no one was injured, because no one was in front of the stove. I called Lowes service dept and told them what happened. They told me they couldn't do anything until a serviceman came out. They gave me G & M Appliance Repairs number and helped scheduled a serviceman to come out Wednesday between 9-5, because they said they were quite busy after the hurricane Irma. A nice serviceman came out named William and after looking at the damage and examining the stove he said he wouldn't use it again and that a Safety Report needed to be filed. The element exploded from inside outward. A large amount of white soapy cream covered the bottom steel cone as well as the stove top. The serviceman said he would let his boss know. After a couple days I called Lowes to see why nothing happened and was told by Lowes that they haven't heard from the service company yet. I called G & M and spoke to Janice, who told me they were waiting on Lowes. When I called Lowes I was told it was turned over to G&M and they needed to do the paper work. After 2 more days of pleading to get something done I finally was told by G&M that Lowes said it was repairable and that Lowes would not give authorization to replace the stove because it "sparked". . Which was not cause to have the stove replaced. I was told to contact Lowes again, if i felt it needed replaced..which I did, and was told by Alyssa to contact Frigidaire because of the discrepancy in the way it was worded because Frigidaire will NOT allow the word explosion used in the report. The report was changed and now said the stoves top element "sparked" and so it was considered repairable. I asked her who told her it sparked and she replied G&M. So I called them and spoke to Janice again who read me the report which said it exploded and caught fire. I then called back lowes who now agreed that the report said it exploded and caught fire, but, could not use that wording in their report to Frigidaire. Both Lowes AND the service company agreed that the report from the service tech wrote 'exploded' but I was being told that since the word exploded caouldn't be used it was changed to 'sparked'. Frigidaire said they could not replace the unit all because a burner sparked ! Then I called Lowes back and spoke first to Roxanne explaining the incident, and was then connected to her supervisor Laurette 888-775-6937 who I again explained what happened. She told me that they were not allowed to write the word explosion or fire and that a spark did not justify replacement. I then called Frigidaire again at 800 374-4432 and after waiting 43 minutes was connected to Amanda ext.7756. All this person would say was the service report said 'sparked' so it was company policy that if it was repairable that nothing further could be done. She listened to what happened but said its repairable unless the field serviceman says it is not. I told her what the serviceman said and her reply was that since it wasn't written down that way, there was nothing she could do. After running in circles for a week I told them to repair it ASAP and that I would write a safety report and ASKED to whom I should mail it. She said she didnt know and that I should contact the seller. Back n forth passing the blame while since the day it blew up my sons family are still using hot plates. What ever happened to good service? I called lowes back Monday Oct 2, 2017 again speaking with Janice at G&M and was told she was waiting for my call to confirm I wanted it repaired.. I told her that since I was being told it could not be replaced, only repaired, and cooking on portable stove tops for another month was out of the question. That of course I wanted it repaired. Janice said she would order the parts and have it repaired. That was a week ago and the stove is still sitting there not being used until the serviceman says its OK. This has been the worst (by far) service I have ever received. To have the person at G&M tell me that she was waiting to see if I wanted to keep the stove was demeaning. It was her serviceman that told us not to use it and that he recommends replacement. Lowes telling me that words like explosion and fire could not be written down was outrageous. I spent several hundred dollars on a stove that exploded. I asked about the liability of having further incidents on a repaired stove and was told that they are not liable for safety issues... What? Being bounced back and forth between Lowes and G&M while each blams the other is ridiculous. G&M saying they were waiting to see if Lowes would replace it and Lowes saying a spark or pop didnt justify replacing and that its G&M fault for not repairing it needs to be resolved. The stove needs to be either replaced or fixed and if fixed a written service work order that specifies that its now safe to use. I would like this done ASAP. G&M said I should file a Safety Report, but no one gave me any further information.. Loews said I should contact Frigidaire, which I did and after 3 different people was connected to Amanda, a supervisor.. ext 7756. Everyone just kept passing the buck.! NO ONE told me how to file a report or to whom I could send it ! Here it is Monday Oct 9 and G&M says there is nothing they can do, they are still waiting on parts. Why did I purchase a 2 year service contact ? Never again. If a Lowes representative didnt lie by telling me it wasnt them who changed the wording, this would not have occurred. By the time Frigidaire got the service report the words were changed on purpose so Lowes could wash their hands. TERRIBLE..PEOPLE your employees. Polite but hard as nails and my guess is it came down from corperate. Signed, Craig Stevenson Alison Ballentine I have a service agreement that I paid $139 for ..... why? I checked these model numbers against recalls but could not find this exact model But this doesnt mean enough physical damage ws done to issue a recall, well here is my complaint. Fire hazard forces recall of certain Frigidaire, Kenmore electric ranges Hazard: Depending on the model, the surface heating elements can: 1) turn on spontaneously without being switched on; 2) fail to turn off after being switched off; or, 3) heat to different temperatures than selected. This poses a fire and burn hazard to consumers. While my exact model was not mentioned, I want this report to go to the proper authorities.

Feedback

Your Name

Your Email

Verification

Headquarters Map

Check out this cool map plotting the corporate office headquarters for major companies.