Complaints

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a washer and dryer at Best Buy along with an extended warranty as this was a very expensive investment. Shortly after the washer started experiencing issues. When reported to whirlpool, they sent wsh as a third party company to diagnose/fix the machine. They came to look at it and said that it had something to do with the electricity, which was in fact incorrect. Once this issue was reported again to Best Buys corporate department, they were able to send out their own staff to fix the machine and after exhausting different attempts they stated that it was an issue with the actual machine and ended up replacing the machine. Now, WSH Appliance is submitting a small claims as a result of not receiving payment when they never completed the job. Not only was it not completed, their diagnose was false and poor and only showed that they didnt want to deal with it. Now this company wants to go to court for a service they did not provide. The gentleman first attempted to charge me on the phone and, after I explained to him that this was a service included in the extended warranty that I purchased, he threatened to bring me to court, which is exactly what he is doing. He said that he is used to doing this and will keep doing it. It is unfair and very unprofessional for this company to be charging me for a service they arent supposed to be charging for. If that were the case, they should be in contact with whirlpool directly not me as the customer.

  

  Business response

  02/17/2022

  ****************, on 12/13/20 you requested service under the manufacturers warranty on both your washer and dryer.  Our technician arrived to your home the next day (12/14/20) and after diagnosing both machines it was determined that the washer had error codes that the  unit was going off balance.  No functional problems were found with the operation of the unit and the codes were due to user error.  Unfortunately this is not covered under the terms and conditions of the manufacturers warranty.  The dryer was found to be improperly wired when installed, and again this is not covered under the manufacturers warranty.  The warranty is found in the Owners Guide that you received with each machine. The technician attempted to explain this and you refused to pay the service charges for our trip.   I did speak to you on the phone the next day you stated that you would run a cycle in the washer with no clothes and another with towels only. If the unit went off balance you would call me back and I would send the tech back. We did not hear from you so the unit must have been running properly and the issue was customer usage which again is not covered.  you also ignored three letters that were sent in an attempt to collect the outstanding balance.  The next time we spoke was in August (9 months from thee original service call).  You had requested another service call with a completely different problem that before.  We refused to service until the outstanding balance was paid. Unfortunately the small claims process had already started 

  Customer response

  02/17/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

  Thank you for your prompt response. This was not a customer usage problem. The machine indeed had issues which were all covered by the warranty, including manufacturer's warranty and extended warranty coverage. As you guys were adamant about an unfairly charged expense, I contacted Best Buy Corporate team and ******************************* and his team instructed us to not make any payments as this was all covered by the insurance purchased, as you are a vendor for these type of warranties. This may be a policy that your company has for independent customer **********************, but it isn't something that should be done to those of us who pay a lot of extra money to have these things covered. When speaking to Best Buy's Corporate team and Management they were certain that I was being charged incorrectly so. Also, I never received any of the letters that you are mentioning here, I would have reached out to you then. All of the issues were always the same with the machine, I never reached back out to you because  it wasn't going anywhere in terms of getting this situated. I contacted the corporate team and they were able to send out their own crew who diagnosed and tried different things to fix the machine and once all options were exhausted they had to replace the machine as it was indeed a machine issue, certainly not customer usage. I would like for us to come to a solution this very unfortunate matter as you can see, this had nothing to do with the way the machine was being used. 

   

  I hope to hear back from you soon,

  Thank you,

  ****.

  
  Regards,

  ****

   

   

  

  Business response

  02/18/2022

  Tell Our policies are based on the Terms and Conditions of the manufacturer warranty which covers the unit for one year from the date of purchase for defects in materials or workmanship. Best Buy also never contacted us concerning a service agreement that you may have purchased, and we do not service the Best Buy Service Agreement. You ignored our attempts to collect for 8 months and not until we filed in small claims did you address it. Even then you took to review sites and not contacting us.  

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