Complaints

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Re: Complaint, Gateway Appliance, ****************: I requested repair of a washing machine by Gateway appliance. I have used them for many years. Their repair crew came but said my washing machine could not be repaired, so I asked if I could order a new washing machine the SAME SIZE. They said yes, took the measurements, called their office and their front desk person said she could get a washer the same size. A washing machine was then delivered.when I was not home. It was industrial-size like in a laundromat, it was not what I ordered. I asked Gateway to pick up the washer. They confirmed they would pick it up. They never came. My husband has passed away and the washing machine is for one person only. The one Gateway delivered to me is huge. Note Gateway crew gave exact dimensions of my prior washing machine to their front desk staff person, and we all were told by Gateway office that they cold provide, order and deliver a new washer the same exact size. I.called Gateway to pick up the washing machine, and they said they would. They never came. their front desk person is abusive. She said the machine is an Amana so I should want to keep it. That tells me that she sent me an very large Amana machine which she knew was not the right one but she thought I would keep it due to the brand, even though it was not the size I ordered nor the size that she agreed to provide as witnessed by her crew. Gateway staff can confirm they provided her with the correct dimensions to which she agreed. If she had called back to say she could not get what I ordered I would have cancelled the order. I have never used the Amana machine nor will I. It needs to be picked up, which Gateway initially agreed to do, but then never came. Currently I have to take my clothes to a laundromat where they wash the clothes for me. I am 79. I have never used the Amana washer, nor will I. It needs to be picked up. Thank you. ***** ********.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called them to repair our Bosch dishwasher. The dishwasher was 14 months old. They diagnosed the issue to be a latch. We paid 200 for the part and labor for the tech. The dishwasher still didn't work. They came back out to diagnose the same problem (the latch). Ordered a new latch...they installed a new latch (still doesn't work). Our dishwasher doesn't work and they want us to pay for another service call to come back out. I am not paying more money for someone to come back out (when they don't know what they are doing). Seems like a simple fix they have turned into 2 months of nothing. I gave them the opportunity to come back out and I asked for the owner to reach out to me (they have not). They canceled my return appointment because I would not pay them more money. OUR DISHWASHER STILL DOES NOT WORK!!!!! I am calling Bosch to ask them to deal with them (since this is one of their 3 recommended repair people in my area). If they stand by their work and take care of this issue i will remove my negative reviews.

  Business response

  04/14/2022

  Original diagnosis was a faulty door latch. Ordered replacement latch, installed ran fine. Customer called and said the controls were blinking again. Contacted Bosch Master Tech Line and was directed to replace the faulty latch. Replaced latch a second time, worked fine at time of install. Customer refuses to pay anymore on this unit!

  Customer response

  04/14/2022

   
  Complaint: 16921313
  
  I am rejecting this response because:
  Complaint: 16921313
  
  I am rejecting this response because:
  See attachments. I can also provide call times based off of their service appointments. I called them both **** mins from when they left our home. The company is lying.. we did everything they asked us to do. We paid twice for the same thing..and it still doesnt work. It does the same thing as before and never works.it starts and then in a few mins starts blinking again. No response other than they want more money to come back out...and probably do the exact same thing for the 3rd time. We either want it fixed or a refund. We are not paying this incompetent company more money to come back out. They need to do the right thing and refund our money, or fix our dishwasher. The second request seems out of their scope of skills. So please refund our money so we can hire someone else. 
  
  Sincerely,
  
  *************************
  Sincerely,
  
  *************************

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