When Valerie Hammond's countertop oven burst into flames, causing hundreds of dollars in damage to her kitchen, she figured the cost would be coveredsince the KitchenAidappliance was from a big company she trusted.
Whirlpool, which owns KitchenAid, replaced the oven,as required by the warranty.
But things got complicated when she asked for $600 to cover the smoke and fire damage. Whirlpool refused, telling Hammond she'd have to go after a third-party company she'd never heard of located in China that owns the factory that manufactured the appliance.
"I was absolutely shocked. I said, 'I don't understand it doesn't say Elec-Tech [International] on it, it said KitchenAid You're telling me you can wash your hands of it?'" the Kitchener, Ont., woman told Go Public.
Hammond's problems started in October 2018 when hercompact oven went up in flames while she was cooking a small roast.
"I went upstairs to the linen cupboard to get a couple of tea towels and smelled what wasn't meat. It smelled like metal," she said.
"Seconds later, the smoke alarms went off and I came running downstairs. The kitchen was full of thick, dense smoke and there were flames shooting out of the control panel of the oven."
The 68-year-old called and emailed Whirlpool dozens of times over more than six months but got nowhere on her claim for the damage.
Her oven was "not a Whirlpool product," a company representative told her via email, so Whirlpool wasn't liable for the damage. She was referred toElec-Tech International.
Hammond says she tried contacting the company in China using the phone number Whirlpool provided. Her calls would ring through but no one would ever pick up. Her emails also went unanswered.
"I was so frustrated with Whirlpool and didn't know what else to do This was a David-and-Goliath fight because they weren't going to listen to me," she said.
She says she won't use the replacement after the company wouldn't tell her what caused the fire.
"Basically it's a paperweight," she said.
No recalls have been issued for that oven's make and model.
After hearing from Go Public, Whirlpool apologized, calling Hammond's experience "unacceptable" and saying it would be"appropriately addressed."It eventually paid Hammond $5,000 for the damage and her trouble.
LISTEN | Valerie Hammond tries to find out from Whirlpool what went wrong with her toaster oven:
But consumer advocates say that alot of Canadians are having similar problems left on their own to deal with sometimes unco-operative companies when something goes wrong after finding government agencies set up to protect consumers are often difficult to access or ineffective.
Hammond is one of many frustrated Canadians who don't know where to turn for helpor have little faith in the federal, provincial or privateagencies set up to protect consumers when companies refuse to take responsibility for damage caused by goods, says Ken Whitehurst, executive director of the Consumers Council of Canada, a non-profit organization that advocates for consumer rights.
"It really pays to really consider who you're buying from. Don't just be dazzled by brand names," he said.
There is provincial consumer protection legislation that isintended to protect consumers like Hammond, but most consumer protection agencies don't offer help enforcing those laws in cases where damage was done by appliances, leaving consumers to take on big companies in court on their own if they want compensation, Whitehurst says.
"There are some retailers and some manufacturers who are prepared to play a game with it, to see what they can get away with."
In Hammond's case, the Ontario Ministry of Government and Consumer Servicestold Go Public, the "legal responsibility when a product causes damage to property is not one that the ministry can address.It is suggested that the consumer consider seeking legal advice about this matter."
Many provinces say the same thing. For example, consumer protection agencies under the governmentsin B.C. and Alberta saythey don't deal with compensation for damage done by appliances, and that those kinds of disputes often end upin court.
But Robert Hawkes, a lawyer specializing in commercial litigation, says those who do go to courtneed to know they are protected beyond what's in the warranties that come with appliances. Hesays while consumer laws differ slightly across the country, they all include animplied warranty that goes beyond the one that's issued by the manufacturer or retailer.
"So there is the warranty from the company but then there is how that interacts with the consumer protection acts She's [Hammond] not just limited to getting the new toaster oven. If there was damage to her house that was caused when the toaster oven exploded, then she can claim that against KitchenAid."
A recentsurveyfound about 68 per cent of the 2,000 respondents said it was difficult to find the appropriate government or self-regulatory agency to file complaints about goods and services they felt were misrepresented, unhealthy or unsafe.
The survey conducted by Environics Research for theConsumers Council of Canadaalso found that consumers see government complaint handlers as, "only marginally effective" and have low confidence they can effectively deal with complaints.
What's needed, Whitehurst says, is a better way to protect consumers:a single, national organization that goes to bat for people fighting big companies, and wouldtrack recurring problems so they can be identified and addressed like the "super-complaints" system established in the U.K. in 2002.
Public funding for that organization, he says, would also mean consumers could get support in resolving complaints.
In their most recent campaign platform, the Liberals admitted the current consumer protection systems are "confusing" and have "disjointed rules, making it difficult to resolve" problems.
The party promised to put a consumer advocate in place:an independent, single point of contact for consumers with complaintsrelated to banking, telecomor transportation but not appliances.
Innovation, Science and Economic Development Canada is the department in charge of making that happen. In a statement, the department said it's working with the federal departments for those three areas to figure out the "mandate and scope of responsibilities" for the advocate.
Asked if the advocate's scopewill be expanded to cover other areas, the department said it recognizes the "opportunity exists."
Hammond says she contacted Go Public out of frustration with the appliance company and with the government agencies set up to protect consumers.
After hearing from Go Public, Whirlpool Canadanegotiated compensation with Hammond. In the end, it paid her $5,000, more than eight times what she asked before going public.
She says she played hardball with them, because she wanted to make a point thatthe company would have had to pay less if it had taken her concerns seriously in the first place.
"If they had been nicer, it would only have been $600."
The company says it paid that amount because itwanted to "do the right thing" after not meeting Hammond's expectations.
In itsstatementto Go Public, the companysaid customersafety is a top priority and its "appliances, like this countertop oven, are designed and tested to leading industry standards."
The company wouldn't say what caused the fire but says, after an initial investigation, it believes it was an isolated event, and hasreported the incident to Health Canada as required by law.
Hammondsays she's happy with the company's response and the compensation it offered, adding that shedonated $1,000 of Whirlpool's money to the Hospital for Sick Childrenin Toronto.
See the original post here:
After her toaster oven caught fire, Ontario woman was told by Whirlpool to take it up with a company in China - CBC.ca
- These silicone covers keep that pesky gap between your stove and countertops clean they're under $15 on Amazon - Yahoo Canada Shine On - November 29th, 2024 [November 29th, 2024]
- The deadly problem with quartz kitchen worktops and what you should choose instead - Yahoo Life - November 29th, 2024 [November 29th, 2024]
- A Crowded and Dark 1990s Kitchen Gets a Cheery $1,500 Makeover - Apartment Therapy - November 21st, 2024 [November 21st, 2024]
- The Home Features Zillow Expects to See More of in 2025 Listings - Domino - November 21st, 2024 [November 21st, 2024]
- This TikTok-Famous Ice Maker Aced Our Tests and It Makes Nugget Ice in 30 Minutes Flat - Food & Wine - November 21st, 2024 [November 21st, 2024]
- Expansive, Expressive Surfaces - Kitchen and Bath Design News - November 21st, 2024 [November 21st, 2024]
- I love this cult $15 disinfectant it's the do-it-all product that makes every room in my home smell like fresh linen - Homes & Gardens - November 21st, 2024 [November 21st, 2024]
- Experts Warn Against Leaving These Everyday Items on Your Bathroom Countertop Number 5 Might Surprise You! - LivingEtc - November 12th, 2024 [November 12th, 2024]
- - Experts want an end to this type of countertop - Workers in the kitchen countertop industry have been diagnosed with crystalline silicosis - El... - November 12th, 2024 [November 12th, 2024]
- Worker sues employers over fatal lung disease from years of cutting kitchen countertops - The Express Tribune - November 12th, 2024 [November 12th, 2024]
- The "Perfect" Stackable Organizing Gem That Declutters Cabinets and Countertops - Yahoo Life - November 4th, 2024 [November 4th, 2024]
- Cleveland Musician Sammy Haig Collaborates with National Acts from his Kitchen Countertop - Cleveland Scene - November 4th, 2024 [November 4th, 2024]
- 9 Butcher Block Countertop Ideas That Making Working in the Kitchen Easy (and are Easy on the Eye) - LivingEtc - November 4th, 2024 [November 4th, 2024]
- Cases of silicosis are on the rise in Spain: artificial stone countertops are suspected - MSN - November 4th, 2024 [November 4th, 2024]
- What not to put on bathroom worktops according to professional organisers - Ideal Home - November 4th, 2024 [November 4th, 2024]
- Nate Berkus Swears By This Timeless Kitchen Trend (It's a Classic for a Reason!) - Apartment Therapy - October 28th, 2024 [October 28th, 2024]
- New countertop options emerge amid concerns over silicosis and worker deaths - Medical Xpress - October 28th, 2024 [October 28th, 2024]
- Elevate holiday hosting: there's still time to remodel your kitchen or bath - KSL.com - October 28th, 2024 [October 28th, 2024]
- Anne Hathaway's inviting kitchen countertop material is replacing white surfaces experts swear by the durable and welcoming stone - Homes &... - October 28th, 2024 [October 28th, 2024]
- Anne Hathaway's inviting kitchen countertop material is replacing white surfaces experts swear by the durable and welcoming stone - MSN - October 28th, 2024 [October 28th, 2024]
- The Space-Saving Wolf Countertop Oven Is Trending - Is It Worth It? - House Digest - October 28th, 2024 [October 28th, 2024]
- My quartz countertops are stained. How should I clean them? - The Washington Post - August 25th, 2024 [August 25th, 2024]
- From passbooks and lollipops to banking on countertops - Stars and Stripes - August 25th, 2024 [August 25th, 2024]
- The Difference Between Quartz And Quartzite, According To The Pros - Southern Living - August 25th, 2024 [August 25th, 2024]
- Counter Culture: Formica Corporation Reveals Unexpected American Countertop Behaviors - Yahoo Finance - August 17th, 2024 [August 17th, 2024]
- Do Countertop Compost Machines Really Work? - University of California, Merced - August 17th, 2024 [August 17th, 2024]
- Porcelain Vs Quartz: Our Stone Countertop Expert Reveals Which Is The Better Option - House Digest - July 6th, 2024 [July 6th, 2024]
- The Number One Thing Everyone Overlooks When Buying New Kitchen Countertops - House Digest - February 7th, 2024 [February 7th, 2024]
- 47 Kitchen Organization Ideas That Declutter Cabinets, Countertops, and More - Architectural Digest - February 7th, 2024 [February 7th, 2024]
- Grab This Laundry Staple To Give Your Kitchen Counters The Cleaning Of A Lifetime - House Digest - February 7th, 2024 [February 7th, 2024]
- Joanna Gaines' controversial kitchen countertops come with these pros and cons | - Homes & Gardens - February 7th, 2024 [February 7th, 2024]
- Common Mistakes To Avoid If You Have Marble Countertops - House Digest - February 7th, 2024 [February 7th, 2024]
- The Popular Countertop Trend The Property Brothers Want You To Avoid At All Costs - House Digest - February 7th, 2024 [February 7th, 2024]
- Erin Napier Shares An Essential Feature Every Waterfall Countertop Should Have - House Digest - February 7th, 2024 [February 7th, 2024]
- Experience Ice-Making Effortlessly with Frigidaire Countertop Ice Maker, 45% Off - The Inventory - February 7th, 2024 [February 7th, 2024]
- Our Real Estate Expert Tells Us The Best Type Of Countertop Material For A Large Kitchen - House Digest - February 7th, 2024 [February 7th, 2024]
- Our Shopping Writer Loves This $25 Trivet from Joanna Gaines' Brand - Food & Wine - February 7th, 2024 [February 7th, 2024]
- Black Countertops Are Making a ComebackHere's How to Get the Look - Better Homes & Gardens - January 22nd, 2024 [January 22nd, 2024]
- Using This Popular Cleaner On Granite Countertops Is A Big Mistake - House Digest - January 22nd, 2024 [January 22nd, 2024]
- Buying New Countertops Online: Good Idea Or Renovation Mistake? - House Digest - January 22nd, 2024 [January 22nd, 2024]
- HGTV's Jasmine Roth Introduces A Countertop Trend That's Bound To Take Over In 2024 - House Digest - January 22nd, 2024 [January 22nd, 2024]
- 5 Timeless Kitchen Cabinet and Countertop Combinations These Color Pairings Will Always Work - LivingEtc - January 22nd, 2024 [January 22nd, 2024]
- How Do You Best Light Kitchen Countertops? 4 Tricks That Will Help You Get it Just Right - LivingEtc - January 22nd, 2024 [January 22nd, 2024]
- How to Tell When Your Granite Countertop Needs to Be Resealed - Lifehacker - December 28th, 2023 [December 28th, 2023]
- You Can Use Your Countertop To Open Bottles, But Be Careful - Daily Meal - December 28th, 2023 [December 28th, 2023]
- I'm obsessed with this new kitchen countertop trend - LivingEtc - December 28th, 2023 [December 28th, 2023]
- Historical homes you can own in the Opelika area - Opelika Auburn News - October 16th, 2023 [October 16th, 2023]
- Newly constructed houses you can buy in Dothan - Dothan Eagle - October 16th, 2023 [October 16th, 2023]
- South Jersey homes for big families - Press of Atlantic City - October 16th, 2023 [October 16th, 2023]
- Newly constructed houses you can buy in Greensboro - Greensboro News & Record - October 16th, 2023 [October 16th, 2023]
- Brownstones, single-family houses for 55-plus buyers in Loudoun, Va. - The Washington Post - October 16th, 2023 [October 16th, 2023]
- 14 Kitchen Trends Taking Over the Design Industry in 2024 - Real Simple - October 16th, 2023 [October 16th, 2023]
- Newly constructed houses you can buy in Chippewa Falls - Chippewa Herald - October 16th, 2023 [October 16th, 2023]
- Images: Off Northside Drive, project dubbed The Berkeleys pops up - Urbanize LA - October 16th, 2023 [October 16th, 2023]
- Newly constructed houses you can buy in Orangeburg - The Times and Democrat - October 16th, 2023 [October 16th, 2023]
- Luxury homes on the market in Florence - SCNow - October 16th, 2023 [October 16th, 2023]
- Newly constructed houses you can buy in Waterloo and Cedar Falls - WCF Courier - October 16th, 2023 [October 16th, 2023]
- Newly constructed houses you can buy in Marion - McDowell News - October 16th, 2023 [October 16th, 2023]
- Luxury homes on the market in Bristol - Bristol Herald Courier - October 16th, 2023 [October 16th, 2023]
- Newly constructed houses you can buy in Helena - Independent Record - October 16th, 2023 [October 16th, 2023]
- 16 Best Amazon Prime Day Toaster Oven Deals to Keep It Crispy - Bon Appetit - October 16th, 2023 [October 16th, 2023]
- The best Prime Day kitchen deals include savings on Ninja ... - Mashable - October 16th, 2023 [October 16th, 2023]
- Hot homes: 5 houses for sale in the Twin Cities starting at $325K - Axios - August 20th, 2022 [August 20th, 2022]
- Genesis Expands RV Countertop Presence with Acquisition - RVBusiness - Breaking RV Industry News - RV Business - August 20th, 2022 [August 20th, 2022]
- Helderberg home in Albany a charmer with renovated kitchen, bathrooms - Times Union - August 20th, 2022 [August 20th, 2022]
- Magnetic cable ties are a versatile solution to a mess of cables - The Ledger - August 20th, 2022 [August 20th, 2022]
- Tricks so that your cat does not climb on the kitchen or bathroom countertops - Gearrice - August 20th, 2022 [August 20th, 2022]
- At June Farms, visitors can stay in hobbit houses, air-conditioned teepees, or Airstream trailers, all amongst heritage breeds of cattle, pigs and... - August 20th, 2022 [August 20th, 2022]
- Today's Rental was chosen for the living room rug, roof deck and in unit washer/dryer, obviously - PoPville - August 20th, 2022 [August 20th, 2022]
- Granite Countertop Market to Witness a Pronounce Growth During 2022 to 2028 - NewsOrigins - August 20th, 2022 [August 20th, 2022]
- Construction begins on second phase of Edison Midtown condos in Phoenix - Daily Independent - August 20th, 2022 [August 20th, 2022]
- Affordable Housing Lottery Ends Soon for Trio At 27-19 Thomson Avenue In Long Island City, Queens - New York YIMBY - August 20th, 2022 [August 20th, 2022]
- #1 Granite & Quartz Countertops in Ann Arbor | MKD - December 2nd, 2021 [December 2nd, 2021]
- New apartments in Worcesters Canal District start at $1,295 offering quartz countertops, exposed brick and a - masslive.com - December 2nd, 2021 [December 2nd, 2021]
- SapienStone's highly original surfaces and countertops for the kitchen of 2022 go with everything - Floornature.com - December 2nd, 2021 [December 2nd, 2021]
- M.J. Peterson, Related Cos. begin $60 million Amherst apartment rehab project - WGRZ.com - December 2nd, 2021 [December 2nd, 2021]
- This Home In Bethel Definitely Wont Be On The Market Long - Patch.com - December 2nd, 2021 [December 2nd, 2021]
- Condo sale over the bridge in Savin Hill sets record $1.42m | Dorchester Reporter - Dorchester Reporter - December 2nd, 2021 [December 2nd, 2021]
- JLL arranges the $84.35 million sale and a $60.9 million acquisition loan for the transit-oriented Eliot on Ocean in Revere - Boston Real Estate Times - December 2nd, 2021 [December 2nd, 2021]
- The Glen hosted a Ribbon Cutting Celebration Wednesday for new facility - Shreveport Times - December 2nd, 2021 [December 2nd, 2021]