- Report: #1094470
Report - Rebuttal - Arbitrate
Complaint Review: BlueStar
BlueStar600 Arlington Street Reading, PA 19611 Reading, Pennsylvania USA
BlueStar They sent us a cooktop that burst into flames and almost burnt our brand new kitchen down and won't replace it. Reading Pennsylvania
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We ordered a 36" Bluestar cooktop from a company AJMadison to install into our brand new gourmet kitchen.
The box arrived damaged and we noted the damage on the bill of lading. Later, after inspecting the cooktop, the shroud was scratched and dented and the wok ring was badly dented. AJMadison eventually sent us a replacement for those two things, since they were caused by the delivery carrier. Once the cooktop was installed, they went to test it and the cooktop shot flames out, charred all the wiring and the ignition switches and the underside of the cooktop. Quick action with a fire extinguisher saved the kitchen from going up in flames.
Bluestar said they would send out a technician to evaluate the issue, but they never did. They sent us a few wires based on the pictures we sent and then we heard nothing. Weeks of emails and phone calls from our contractor resulted in nothing. AJMadison and Bluestar were arguing over who was at fault and in the meantime, we had a burnt, non functional cooktop in our brand new house. Months later, our contractor finally had to pay for a technician to come out. After evaluating it, he reported that the manifold on one of the burners was not tightened at the factory and this was the cause of the fire. He said that an entire new ignition system would be required, because the ignitors malfunctioned because they were burned, as was the wiring. After his second call, he repaired what he could, but the ignition system was still problematic and there was "blowback" in every burner when we shut the burner off. This is a small "explosion' that makes a loud poof sound and a burst of flame out of the burner. This occurs in every burner every time we turn the burner off. The technician says it is the residue from the fire extinguisher that was creating the blow back and it was unlikely that it would ever be fixed.
The damage to the box and to the superficial outside of the cooktop complicated this matter, even though the manifold issue was a factory issue, not a result of the damage.
The technician then called Bluestar to say that this cooktop should have been replaced entirely back in June. He said it would "never be right". He told them that they were irresponsible in their lack of action and needed to make this right.
Steve Cramer from Bluestar very callously said no, that they would send some more parts but that was it.
We spent almost $2000 for what we were told was a premium cooktop. What we received was a danger to ourselves and our home. It has been 4 months and we still cannot light the burners without using a lighter and we have the blow back every time, which is a bit scary, to be honest. All we want is a functioning safe cooktop. It is unbelievable that Bluestar won't stand behind their product. If I sent a fire bomb into someone's home, I would go out of my way to make that right as soon as possible. Bluestar has no integrity! Their warranty is completely worthless. I am now being forced to take legal action, which I never wanted to do and shouldn't have to.
This report was posted on Ripoff Report on 10/24/2013 10:48 PM and is a permanent record located here: http://www.ripoffreport.com/r/BlueStar/Reading-Pennsylvania-19611/BlueStar-They-sent-us-a-cooktop-that-burst-into-flames-and-almost-burnt-our-brand-new-kit-1094470. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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