map-marker Calabasas, California

Terrible customer service

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DO NOT BUY FROM UNIVERSAL APPLIANCE CENTER IF YOU EXPECT CUSTOMER SERVICE On 8/9/2020 my wife and I went to Universal appliance and kitchen center at 26767 Agoura Road, Calabasas CA. 91302 we were in the market for a cooktop. Our salesman Tim was helpful and provided us with information on different units. My wife decided on the Thermador. At same time we decided to upgrade our refrigerator to a built-in costing $10,239. Because the units needed specific space and electric Tim said he would send their installation specialist to measure both appliances to confirm they would fit. As it turned out the refrigerator would not fit. Next their installation specialist inspected our cooktop. Universals installation specialist measured our cooktop granite cutout for measurements, he removed drawer under cooktop to measure existing cutout to accept new cooktop. The specialist took out drawer under cooktop in order to get installation correct. Installation specialist said the cooktop would fit without ANY cutting. The cooktop was delivered by 2 installation experts who took out old cooktop, at that time the 2 installation experts looked at location, and size of cutout in granite and informed us the new unit would not fit in space and needed to be cut to accept new cooktop. The two installation experts took the new one back and installed our cooktop. I phoned Tim at universal to ask why! he informed me it had to be cut and would be a cost of $200 I said ok return this unit and find another one, Tims reply there would charge 25% restocking fee. I felt customer service was terrible at this point but felt I had no choice and agreed to the cut for$200. The two installation experts came back to our home to install the new cooktop and performed the cut in granite. Upon completion I was handed a paper to sign accepting new cooktop. One hour later I went into kitchen to look at cooktop and noticed a slight crack in granite, now is where my complaint begins. Universal sent out an installation expert to measure cooktop, and two installers to install the new cooktop, the installers came to our home 2 times. The installation expert and 2installers did not make any mention of a crack in granite, which should be their training to check if they see any damage before they do their work. They are trained to do this in order to eliminate the problem we are dealing with here, which is he said, she said. Neither the installation expert nor the 2 installers made any mention of a crack in granite while they inspected cooktop from top to bottom Which is their job Result is there was NO damage to granite prior to installers cutting granite. Customer service goes to *** here when I phoned Tim to advise of the problem, I left 3 messages without him returning my call, it took me phoning not leaving any more messages finally got Tim, when I complained there is a crack in granite he said he would report it, than I waited 3 weeks before I received phone call from a person who claimed to be general manager, he did not give me his name, who was the biggest *** with NO customer service experience stating the paperwork was signed and that was the end of it he hung up on me!!. Norman Dix
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  • Customer service

Preferred solution: Let the company propose a solution

User's recommendation: Do not purchase if you need any customer service

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