Complaints

• Initial Complaint

  12/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased an extended warranty with this company for appliances that were purchased at ***. I created a claim in regards to my ******* *** fridge not working properly. A warranty claim had been opened on January 2022, a service technician came that was dispatched by *********** (a service company for ***********). The technician had created a work order to parts to be ordered. After a couple of weeks had gone by, i had contacted the company in which they had said one of the parts (heater) had been back ordered by the manufacture. After multiple weeks had gone by, i had kept contact the two companies in which I had kept being told that the part had been still on backorder. After over two months had gone by, I had contacted the warranty company if any other repair process could be completed (such as replacing the fridge) was possible due to the part being back order with no time to be received. The company refused to do anything and even had told myself if I didn't like this process, that I should be the one contacting the manufacture myself. In March, I had contacted ******* *** and they stated the part was going to be in stock the following week and if needed sooner, one of their suppliers had stock of the part. I had again contacted my warranty party in which they stated they were not allowed to grab the part as it was not from one of their suppliers. After numerous calls arguing back and forth to see if they could finally approve of grabbing the part from this supplier, they had sent an email stating they had authorized picking up the part and that I had to wait another three weeks minimum until they received this part. After over three months and waiting and not hearing back, I had contacted a service company provided by ******* ***, in which they had came, diagnosed the concern, verified that the back order part needed was not necessary for the repair and were able to repair the fridge after a week and a half from the date of diagnosis. claim #********

  Business response

  01/06/2023

  Hi ******,
  
   
  
  We apologize for the extended timeline of response here. We are currently in the process of responding to any BBB complaints that were missed by our team.
  
   
  
  If there are any questions that you may still have regarding your complaint, please feel free to contact ** at ****************************************************.
  
   
  
  Kind regards.
  
   

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the extended 4 year warranty for a ***** dishwasher on April 1, 2017. The unit stopped working and a call for service was placed on Nov 23, 2021. The initial service date was Dec 6, 2021, however was pushed to January 4, 2022. On Jan 4th, when the service tech called, I inquired about "no fault" for a plugged pump, as I was aware this could be an issue. He assured me that a grace would be extended if that was the case. I also requested to know the issue and what the remedy was immediately as I was not on-site. I was not given a report on that visit for more than a month. No report was left on-site. Less than 24 hours after the service technician left the unit the stopped working. When I called to have the tech return to investigate I found that the next appointment wasn't available until Jan 26. The tech visited on Jan 26 and told my tenants that it was "an old unit with a bad electrical connection". There had never been an issue with the electrical connection prior to service on Jan 4th. I called to get more info and was told a new case would be started. On Feb 3, I received a bill for $242.95 for no fault ($141.25) and for $101.70 stating "Technician checked, found dishwasher works fine and advised you to call an electrician". I was never advised at time, despite request. I asked for further information and case was escalated. We were then told that the technician reported “Power not coming to unit. Advise customer to have an electrician check for Power to unit.” On Feb 20, I investigated and proved to W3 that power was coming to the unit. On Mar 3 they replied that "The issue is more than likely, being caused by the amount of power leaving to the appliance and this will not be detected by the stick and would require an assessment from a electrician.". I do not agree that this is an electrical issue and W3 keep changing the terms of the assessment. I have been told an electrician visit will not be reimbursed and it is an "installation issue".

  Business response

  22/03/2022

  Hello, We thank you for reaching out and we've reviewed your file. As discussed based on the report from the third party that we sourced to assess this unit the concern appears to be with the external power supply and not with a covered failure of the appliance. We understand that you have had a second opinion technician visit to re-assess the concern? We would be happy to review their report to see if there is any concern that we can assist you with at this stage. Please reach out to service@serviceplan.ca  attention Chantal with the report from your second opinion at your convenience. Kind Regards.

  Customer response

  25/03/2022

  
  Complaint: ********
  
  

  I have forwarded the company an invoice from a qualified repair technician on March 23, 2022 as well as an updated final invoice on March 24, 2022, as per request. The invoices note that the repair was made due to power cord failure.

  I will await the reply from the company before making a further response to this complaint.

   

  Sincerely,
  

  
  ****** *******

  Business response

  08/04/2022

  Hello, This consumer reached out to us and we assisted them with their concern, if there is any other contact please let us know. Thank you.

  Customer response

  15/04/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The company has eliminated the charges, as well as refunded my the full amount for my third party repair of the unit.

  This resolution is satisfactory to me.

  Thank you for your service and assistance in this matter.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  28/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a warranty with W3 Solutions at the time of purchase of my appliances. The washer we purchased broke within 2 years of purchase. I called W3 to file a claim 4 months ago. They claim that the delay is due to the manufacturer not having the part available. I followed up with the Manufacturer and they claim that is not possible. When gfollowing up with W3 Solutions, they tell me I need to connect a third party technician company hired by then to find a resolution. The technicians should be following with the manufacturers and there is nothing they can do. When I pushed back to say that the warranty service was purchased with them and not the technicians they tell me there is nothing they can do to help me. I asked to have my claim escalated and I keep getting told someone will call me back. When no one calls or emails back, I follow up and get the same result. Its been 4 months since we filed the claim and have not had a single advancement on the file. My last call to W3 Solutions resulted in the adjudicator "Chris" hanging up on me because he wouldn't escalate my call. When I called back and spoke to a service rep I was told that there is no one for me to speak to other than an adjudicator. We spent $650 on our warranty and $800 to date on laundry services and have no resolution in sight and W3 Solutions has been less than helpful in providing us with a response. We are out of solutions and money and are looking for someone to help us. I have many supporting documents that can be sent upon request i.e. emails, receipts, pictures, reports of issue

  Business response

  11/03/2022

  Hello, Thank you for reaching out with your concern we are reviewing your file and will sen you an e-mail when we've gathered the most recent update on parts from the service provider. Kind Regards.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩