Hello,
This is my story:
I purchased a new home with Toll Brothers and moved in April of this year. I have the brand new appliances that came with the house, which included a 48 inch GE Monogram Range top (another word for a cooktop).
The week of May 17th, there was a major explosion in the GE Range top. My mother was injured in her leg when a flying grate hit her. She was steps away when this happened and she was shaken by the impact (and she still is afraid to approach any gas appliance).
There was property damage; the wooden cabinet under the range top was shattered, the hood was damaged etc.
GE attributed this to a internal gas leak after a brief visit.
Here is the issue:
GE's normal procedure is to replace the unit and analyze the old unit and report back with the issue. I asked for the old unit to be picked up and analyzed and the actual issue reported to me (not just a cursory look), with an explanation of why it would not happen again and then the new unit delivered.
The reason why I am asking is because my family is not ready for another unit of the same kind as they are still afraid of the explosion (and my mother is still afraid of going close to gas appliances). I explained this to all case agents I have spoken to and every agent empathizes when I speak to them about this.
GE keeps promising that they would get back to me on the date when the equipment will be picked up but never does. This went on for 5 weeks since June 23rd (the first day that I asked for the unit to be analyzed before I received anothe r unit). In all it has been 11+ weeks since the explosion happened.
They seem to be going through a restructure and the following agents I spoke to are no longer with the team
Shille (X5030), Holly (x5021) Kaylee, Lydia (x5123), Patty (x5522)
Patty is still with the company but does not answer my calls and even when I requested several times, the Supervisor (Brian) did not call me even once till date.
(Every time the case agent is no longer with the team, I would start over explaining the issue to a new agent).
I need help with this, my patience ran out several weeks ago and we are fully frustrated with this experience, leave alone the mental and physical damage the explosion caused, all due to a faulty product.
Thank you in advance
Srikanth Yanamandra
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