Complaints

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 3rd, we purchased a Maytag dishwasher, model # **********. I informed the store that installation would not take place until Christmas due to my seasonal work schedule. Once installed, I ran a cycle to clean/test the unit. I kept getting an error code and never got the unit to function properly. With the holidays, I waited until after the first of the year and the technician informed me that the unit was not only defective, but that there were NO parts available to repair it. When I spoke to the store, I was told they would not replace the unit or refund the $746.18 I had paid for the unit. Their expectation was that I would wait indefinately for Whirlpool/Maytag to find parts to repair a brand new dishwasher. This unit was purchased in anticipation of our grandchildren moving in. I'm very unhappy with doing dishes by hand next to a nearly $750 dishwasher that is defective with no reasonable expectation of repair and absolutely NO interest from Daly's in taking care of their customer.

  Business response

  02/10/2023

  [BBB transcription via phone call]

   

  Business stated the consumer purchased a dishwasher and it was installed and working fine. Several weeks later the consumer started having issues. There is a 1 year manufacturer warranty on the dishwasher. The business reached out to ******** ******* Repair to handle the issue. The service man came out and diagnosed the issue and made an order for the parts. The consumer did not have any updates as the parts are on backorder. The business reached out to the rep as a courtesy for the consumer. The part is on back order and the manufacturer is working to obtain the part and as soon as it is made available the repair would be taken care of by the warranty company. The business explained this to the consumer and the consumer is unhappy and wanted a refund. The business is doing everything they can to help the consumer. The consumer is unable to exchange the dishwasher. The consumer's issue is with the Manufacturer and the warranty. If Whirlpool gives the business authorization for a new dishwasher the business is willing to do so, however the business is unable to do so without authorization at this time. 

  Customer response

  02/15/2023

   I am rejecting this response because:
  
  
  The claim that the dishwasher worked at all is a lie. The product was and is defective.  The dishwasher was installed just before Christmas and on initial test run, failed and threw error codes.  I had to wait until after the holidays to uninstall, recheck and re-install the dishwasher, which again failed on startup and threw error codes. When I reached out to the business, their response was "Not our Problem".  Whirlpool has been unable to procure parts to even attempt a repair and may get around to resolving the issue at an unspecified date.

  The business continues to claim this is a warranty repair issue.  It is in fact a defective merchandise issue and they are simply unwilling to take any action.  Meanwhile, my family has had to wash all our dishes by hand next to a $750 dishwasher that has _never once worked_.  We have been handwashing since the unit was installed just before Christmas.  In approximately one week, four more people will be joining the household.  This was the reason for the purchase of a new dishwasher in the first place.

  My hope was to have this situation resolved by the end of February, preferably with a full refund so that my family can purchase and install a _working_ dishwasher.
  

   

   

   

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