Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a W3 warranty I purchased with my dishwasher. The dishwasher was purchased at Coast appliance. Since my purchase in 2022 I have had 3 service calls out for my dishwasher. Each "contracted repair company" was sent by W3. Each tech gave us different contradictory advice and we have been given no solution to the issue that our dishwasher is not washing correctly. We are using it correctly. The issue escalated when *********** came out and claimed to fix issue. I believe he damaged my washer more and left. Upon requesting W3 send a different company out as I dont want previous back to try and fix what the broke. This new company also didn't do much - lectured me about the use and out right said i will not open this after I insisted I wanted him to check as I am certain previous tec damaged. He swore it would now work after his minimal efforts. I ran dishwasher and water did not drain and is still pooling. Long story short the dishes are comin gout dirtyier and the issue is worse then when i first filed a claim.

  Business Response

  Date: 12/07/2024

  Hello,
  
  Thank you for reaching out.
  
  As per the terms and conditions of your extended warranty, the are two instances where we would replace an appliance:
  
  1. If the technician deems the appliance not repairable (i.e., electrical issue)
  2. If the *same part* has been replaced three (3) times and now requires a fourth (4th).
  
  Without having any of these situations occur (which is the case at this time), we cannot authorize a replacement however as you are reporting that you are having an issue with your appliance, we will send another service technician out for you.
  
  Please look out for an e-mail coming later today with appointment details.

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 21968075
  
  I am rejecting this response because:
  
  

  June: one of the techs sent made the issue worse.

   

  July: second one (different company) refused to open it up .

  Send a tech! 
  

  however have them come and fully inspect. And I will cc my water bill as this issue has been going on for a month. Ive had to wash dishes by hand. Compensate me in your tardy nature of business which is costing me time and money. Nevermind distress to having to email your adjudicators- to no response. NO ONE on your team has reached out to several emails. 

  Id also like to remind you that you take responsibility of the quality of technicians when you contract them. One of them damaged my dishwasher further. I dont care if you make them pay for it. This is why businesses also have insurance- some one needs to own up to this and fix the situation asap. My next step is consultation with a lawyer for a small claims action. As you the contractors are all being negligent in your contracted service. 

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/07/2024

  Good afternoon,

  Thank you for your response.

  A new dispatch has been created and a technician will reach out to confirm your next appointment. You should receive an e-mail confirmation shortly.

  Kind regards.

  Customer Answer

  Date: 15/07/2024

   
  Complaint: 21968075
  
  I am rejecting this response because:

   

  I do not want this closed yet as a technician coming and doing a assessment is not the closing of this case. They need to provide clear and adequate steps forward beyond just having a technician come and look at the faulty device. Never mind the fact that no one has addressed the damage at the previous company did.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 16/07/2024

  Good afternoon,

  Your file has not been closed on our side - your next dispatch has been scheduled and we await the report from this visit.

  Due to the nature of our business we rely on third parties to handle repairs; we always work with manufacturer authorized repair depots when possible as a measure of quality control.

  If there are concerns with a previous visit, the new technician would be able to diagnose previous damage. If there is evidence that damage has been done by a technician, we would investigate and contact the assigned technician.

  We appreciate your continued communication and hope to resolve this matter soon - hopefully with getting your appliance up and running.

  Kind regards.

  Customer Answer

  Date: 16/07/2024

   
  Complaint: 21968075
  
  I am rejecting this response because:

   

  I understand that you work with third-party other contractors. But my issue has been going on since June. And I am in the middle of July. I will be attaching my water bill as there seems to be no sense of urgency on having this matter resolved. I have a technician coming next Friday to assess, then, however, long it takes to correspond with you guys and to fix. Like I said this has been an ongoing issue for months. Please advise where I should send my water bill to be compensated for the time that is being wasted as of now. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought fridge 05/25/19 On Feb 6/2024 my left freezer door bracket jammed an wouldn't close. I contacted teppermans they directed me to extended warranty..i called and put in a claim. week an half later they sent a tech to fix, i could hear the compressor working hard to keep freezer cold with the door jammed open. They tighten a s**** on the bracket an said that was the problem . Apr 1/24 i called extended warranty again for the same issue. Apr 10/24 They sent a different technician from ****'s Appliances who took the front door off adjusted the bracket arms put it back together an it worked. This time only for a week and a half, an then jammed again. This whole time the compressor keep running I could hear it dripping water an sizzling and it kept landed on something hot. I inform them that the compressor was now sounding weird an not running right. Apr 18/24 the freezer door jammed again and wouldn't close. I called teppermans to make a complaint about the warranty company an there service technicians because they weren't fixing it properly and I was worried about my compressor because it was now making a weird noise trying to keep everything cold while the freezer door is open. They told me they would reach out to warranty company on my behalf. ***** Appliances finally ordered the left bracket. I continuely reached out to them to check on my service an when they could come. While waiting for them to come now On May 12/24 my compressor died an my fridge went hot. I lost everything so I called warranty company again to make another claim. So now they order a new compressor an left bracket. On May 21/24 a technician from ****'s Appliances installed a new compressor an bracket. I bought $720 new food an products to refill my fridge. The compressor worked all day Tues an died next day May 12/24. I called again to inform them an warranty company now tells me they won't move forward without the original receipt. May 27 I emailed receipt and haven't heard nothing since

  Business Response

  Date: 05/06/2024

  Hello,

  Thank you for submitting your complaint. We are sorry that your appliance is still not working as intended.

  A new claim was created to get a technician to come out to diagnose and repair your fridge.

  When they have an appointment readily available you will receive a call from them.

  Kind regards.

• Initial Complaint

  Date:03/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have an extended warranty for our appliances with IA Service Plan. On February 20th, 2024, we filed a claim on their web site for our KitchenAid range. We have two issues with our range: the back middle burner doesn't come on and a rubber pad under one of the front grates has come off and is damaged. On February 26, 2024, a Whirlpool technician was supposed to come by our house to look at the range. We stayed home all day but no one showed up. Then, we were told that a Whirlpool technician would phone us on February 29th, 2024 but no one called us. We are still waiting from with Whirlpool or IA to contact us about fixing both issues we are having with our range.

  Business Response

  Date: 07/05/2024

  Good afternoon,

  Thank you for submitting your complaint.

  We do apologize on behalf of the service depot that were not communicating in regard to their visit.

  I see that our Adjudicator reassigned service and we are waiting to hear a confirmed date for service.

  We have requested that the Adjudicator call them and provide you an update within the next 1-2 business days.

  For the quickest response, please reply to the e-mail thread with the most recent correspondence.

  Kind regards,

  Customer Answer

  Date: 15/05/2024

   
  Complaint: 21662863
  
  I am rejecting this response because I still don't have an appointment to have my gas range fixed. IA Service Plan sent me an email on May 3rd, 2024 saying: "We have requested Whirlpool to re-assign the job to another service provider as soon as possible." Since then, I haven't heard anything from IA or another service provider.
  

  Business Response

  Date: 17/05/2024

  Good afternoon,

  I apologize but we have not received an update from the service depot. We have sent a follow up to the scheduling service. We're not showing any other Gas techs that are currently available in the area so the process is taking longer than usual.

  As soon as the adjudicator has an update you will be made aware and given the appointment details. Please respond to the adjudicator e-mail for the quickest turnaround for updates.

  Thank you.

• Initial Complaint

  Date:15/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a warranty from w3 Ai service plan, for a kitchen aid dishwasher. I contacted them November 2023 to signal my broken dishwasher . It took about a month for them to come. When they finally did come they changed the drain pump. This obviously was not the problem it still did not drain after 2 runs . The repair man came 4 times in the last 5 months , to finally tell me he does not know what the problem is. Ai service plan position we are waiting for parts, what parts ?. maybe they intend to change all the parts because the problem has yet to be found .March 20th they sent a letter that went to my spam offering a 909$ cheque plus tax . I called them last week to let them know I just saw the letter . their response now sorry offer is no longer available. I have no problem but at least fix the dishwasher. Almost 6 months to fix a dishwasher is ridiculous ! How can a company sell a service and not follow thru ? I am asking that my dishwasher gets repaired asap Or a replacement I am also requesting an extension of my warranty , I have lost 6 months on the warranty ., and not sure how much longer Hope this gets resolved asap .

  Business Response

  Date: 19/04/2024

  Hello,

  Thank you for submitting your complaint.

  As of April 16th we have requested that Whirlpool reach out to you to book service.

  We will continue to work closely with our service partner to ensure the repairs are completed as quickly as possible.
  
  Thank you for your understanding.

  Customer Answer

  Date: 20/04/2024

   
  Complaint: 21570713
  
  I am rejecting this response because:as has been their history in the last 6 months  they make promises without any results : Email from service plan on April 16 : whirlpool service repair will contact you today . April 20th and still no news . 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 26/04/2024

  Hello,

  I see that Whirlpool was able to contact you and noted your request for an appointment on May 2nd.

  We will continue to work closely with our service partner to ensure the repairs are completed as quickly as possible.
  
  Thank you.

  Customer Answer

  Date: 28/04/2024

   
  Complaint: 21570713
  
  I am rejecting this response because: I have been given many promises. I have been patiently waiting since November 2023 to have the matter resolved. I will wait to see how it is resolved . I lost 6 mos of my warranty plan. Will that be resolved ? 
  Sincerely,
  
  *******************

  Business Response

  Date: 29/04/2024

  Good afternoon,

  Each claim made for this appliance have been paid for through our coverage - the main purpose of the Extended Warranty is to to protect you against the burden of costly repairs.

  Due to the nature of our business we must rely on third parties to handle repairs; we always work with manufacturer authorized repair depots when possible as a measure of quality control. As we do not control scheduling, or the manufacturers ability to provide parts we are not in a position to provide compensation due to delays in either area.

  Thank you.

   

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21570713
  
  I am rejecting this response because

  I purchased a full coverage plan , I should not be penalized. After 6 months almost 7 months deducted on my warranty does not make sense. 
  The wait is not due for missing parts but because nobody  knows what is wrong with the dishwasher. Today May 3rd the repair service is coming after 7 mos of waiting to change 2 other components. I am not a technician but I hope it will work today .In any case 7 mos of not having a working dishwasher with no compensation for time lost is not a good customer **********************. 

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the ** Cafe Fridge from CAS in 2022, and purchased a 2 year extended warranty provided by iA Service Plan (then W3 Solution) with the sales associate's recommendation. The fridge was delivered in July 2022 and it broke December 2023.I filed the claim December 3rd and up to date (after four months), I still do not have a functional fridge nor any response from iA. The last email I received from iA was dated March 18 indicating that "they decided that they cannot replace your fridge as the damage caused by the previous company rendered it non repairable."I responded on March 19 to indicate that the previous company hired in December 2023 was authorized by iA. iA also continued to send technicians on January 4, January 11, and February 13 to repair the fridge. It is very odd that on March 18 they indicated that the fridge is now non repairable. The detailed timeline and descriptions are in the attached PDF file for reference.My March 19 e-mail was still not responded to by iA despite I have tried to follow up on March 25, April 2, and April 3, and with phone calls on March 27, April 2, and April 4.In addition to the technical and communication issues I have mentioned above, I would like to point out the technician (by iA / TransGlobal) who attended my place on January 11 and February 13 is extremely rude. The first thing that he asked when he arrived was my nationality. He then proceeded to ask me "if I rent or own the place", "do I live alone", "how much did I pay for this place". Those were very inappropriate questions.

  Business Response

  Date: 09/04/2024

  Hi *****,

  Thank you for submitting your complaint.

  We have passed this information on to our escalation team and they will be in contact shortly. You can expect an e-mail within the business day.

  Kind regards.

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 21543727
  
  I am rejecting this response because: as stated in my response, none of the questions were addressed. See attached.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 15/04/2024

  Hi *****,

  Thank you for your response.

  Your request for timeline clarification is in progress. You should hear back from our adjudicator's within the next 1-3 business days.

  Kind regards.

  Customer Answer

  Date: 19/04/2024

   
  Complaint: 21543727
  
  I am rejecting this response because:
  

  1. I have been in contact with ****** since April 9 to request to confirm:

  a. Confirm the accuracy of the time line I have provided since March 19 was accurate.

  b. Answer the questions I have for the decision made.

  After eight email exchanges, I can't get the two items I have requested above and it has gotten extremely frustrating.

  2. ****** started a new timeline with quite a bit of false statements. It is quite concerning regarding the company's record tracking and the ability to provide accurate information.

  I have attached the last email exchange for the record.

  Sincerely,
  
  *****************

  Business Response

  Date: 19/04/2024

  Hello,

  As advised in the e-mail sent by our adjudicator, we understand that you may disagree with the outline provided. We are not at this time able to respond to the specifics in the format you are requesting.

  Due to improper service caused by the service technician that was brought in by the customer, we cannot offer further repairs or replacement as incidental damage was done to the unit that disqualifies it from coverage.

  Your case has been further escalated internally and will be addressed via separate avenue(s).

  Thank you for your time.

  Customer Answer

  Date: 19/04/2024

   
  Complaint: 21543727
  
  I am rejecting this response because:
  

  The business still avoiding questions and refusing to provide confirmation of the timeline and facts. The business also didn't provide any acknowledgement of the issue of the case. No solid resolution nor time frame was provided at this point.

  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:18/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ****************** Range Stove Oven machine and also purchased a 4-year Extended Warranty Protection Plan with iA Dealer Services. The Range broke during normal use.They sent a technician to repair the Range and the same problem occurred twice afterward. In Feb 2024 they sent a technician again to repair and the problem occurred again. I opened a claim again on Mar 1 2024 and they promised to inform us about repaying us back the full amount of the range within 3 business days. Until today Mar 17, 2024, we never heard back from them.According to their warranty, they are obligated to pay me back the above-mentioned sum in case they made three attempts to repair and they were unsuccessful.I contacted iA Dealer Services several times over the last three months and their representatives are refusing to fulfill my request with various excuses and ********. I hereby request them to pay me the sum of $2,300 ASAP.

  Business Response

  Date: 20/03/2024

  Hello,

  Thank you for submitting your complaint.

  We have reviewed your claim history and must advise that it does not fit into the Lemon Policy.

  As per the terms and conditions of your extended warranty, the are two instances where we would replace an *******************************************************************************************************************************************************************************************************. If the technician deems the appliance not repairable (i.e., electrical issue)
  2. If the same part has been replaced three (3) times and now requires a fourth (4th).

  You are currently on your second active claim.

  We have sent you a follow up e-mail and followed up with the service depot at Whirlpool. We hope to be able to provide an update to you shortly.

  Kind regards,

  Customer Answer

  Date: 25/03/2024

   
  Complaint: 21446902
  
  I am rejecting this response because: 
  

  This Electric Range Oven has gone through major issues since I purchased it on April 03, 2022. On April 01, 2023, before the first 12 months finished, the technician came for a repair. In Jun 2023 and in Jul 2023 a technician came again for repairs. In Feb 2024 for the third time, and after having been repaired the problem came back again, and as of today, the Electric Range Stove Oven does not work at all.
  

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 25/03/2024

  Hello,

  Thank you for reaching out to us.

  Any repairs done during the original Manufacturer warranty do not count towards the Lemon Policy, which is exclusively within the Extended warranty program.

  We have dispatched another claim at your request (sent separately via e-mail).

  Thank you.

• Initial Complaint

  Date:05/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my dissatisfaction with the way iA has handled my claim numbered #********. Despite my repeated attempts to contact them by phone and email, they have not responded directly to my request for a replacement refrigerator under their "lemon aid" policy. They have contradicted their own policy by insisting that they can only offer a replacement if repairs are not possible or the unit is beyond economical repair. However, their policy clearly states that three failures of the same mode will incur a replacement. My refrigerator has experienced three separate failures of the same mode, not an extension of the second one as they claim. The first failure occurred in November last year, the second and third failures both happened on February 28th this year. This is unacceptable and I demand that they honor their policy and replace my refrigerator as soon as possible.They also have multiple subsidiaries of the same company. so it's confusing on who to even attempt to contact directly.

  Business Response

  Date: 06/03/2024

  Hello,

  Thank you for submitting your complaint.

  I see that you have two (2) claims for the ice maker of your refrigerator, with the second claim ongoing.

  Parts for the repair have been invoiced and were approved. You should hear from one of our adjudicator's within the business day, and expect a call from the technician shortly after that to schedule the repair appointment.

  Due to the nature of our business we must rely on third parties to handle repairs; we always work with manufacturer authorized repair depots when possible as a measure of quality control. As we do not control scheduling, or the manufacturers ability to provide parts we are not in a position to provide compensation due to delays in either area.
  
  While we do appreciate the inconvenience of this situation, the extended warranty is in place to protect you against the burden of costly repairs. It is always repair first warranty so a replacement can only be offered if repairs are not possible or the unit is beyond economical repair.

  Additionally, the lemon policy does not apply here. We are only on the 2nd claim - there can be multiple visits during a claim. Only when the repair has been marked as completed and we are billed for the claim is it considered closed.

  Thank you for your patience and understanding.

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/13/20 I purchased a ********* washer through ********** where I I purchased an extended warranty. On 12/13/23 our washer stopped working. The control panel stopped working,locking a load of wet laundry inside. We had a technician come out on 12/18/23 where he showed up late without tools to just push the start button a few times and tell us a part needed to be ordered. We asked about getting the lid unlocked where he said he could break it but it would take longer to order the part. We were heading into Christmas and just wanted the washer fixed quickly. On 12/21/23 we received an email stating the part was approved and if in stock should take 1-2 days and if the part needed to be order 2-10 days. On 01/08/24 we still had not heard anything about a part and reached out just to get an email saying that the parts were on order. Now its a month in and still no part and wet clothes locked in the washer. The smell was disgusting and black spores were showing up on the washer and clothes. on 01/27.24 I reached out to ********** in hopes they could help move this along as this is now becoming a health concern where we were told they would email them but we needed to call them and state the same. I immediately did that to be told they don't cover mold damage and to just scrub the tub once the door became unlocked. On 02/07/24 the tech arrived with the control panel just to tell me that the part ordered was missing a module and he would need to order another part. Now its 2 months without a washer and stinky moldy clothes still locked in the washer. On 02/28/24 tech arrives with the second attempt to fix the control panel where he tells me its working. within minutes of him leaving I'm calling him to come back because the right side of the control panel is NOT working! On 03/04/24 the tech just left telling me that he needs to order another part. Im 3 months w/o a washer 4 unpaid days of work for the tech & load of laundry thats garbage. This is just ridiculous!

  Business Response

  Date: 05/03/2024

  Hello,

  Thank you for taking the time to contact us and share your concerns. Im sorry that your appliance is still not working, and that service has been delayed.

  Due to the nature of our business we must rely on third parties to handle repairs; we always work with manufacturer authorized repair depots when possible as a measure of quality control.

  As we do not control scheduling, or the manufacturers ability to provide parts we are not in a position to provide compensation due to delays in either area.

  I see that you have an appointment scheduled for March 5th, and there are some parts that are on order.

  Please expect a call from the technicians at ********* to confirm your appointment on the day of.

  If you have any additional questions please contact ********* at ************** or send us an e-mail at ****************************************************.

  Kind regards.

   

• Initial Complaint

  Date:26/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fridge has been broken for well over a month. They keep saying they are waiting for parts Not sure how it is expected for anyone to be without an operating fridge for this amount of time

  Business Response

  Date: 28/02/2024

  Hello,

  Thank you for submitting your complaint.

  We are currently waiting for the service depot to respond regarding the delivery of the required parts. The last contact was made February 27th.

  I see that you have an e-mail thread started with one of our adjudicators. As soon as we have an update it will be sent in that thread.

  Thank you for your patience with this situation. We are excited to get this repair resolved ASAP.

  Kind regards.

  Customer Answer

  Date: 07/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  we have been receiving the same message for the last 2 months.  The part is coming in and we will be calling for to coordinate a service fall in the next week.    Got the same message on feb 28th.  I did a follow up last week with no reply.   Our fridge has been broken since Jan 29th. - can u imagine?   They are welcome to give me the funds to replace and have the old one picked up at this point.    Thank you for your assistance 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 13/03/2024

  Hello,

  Thank you for your continued patience.

  We have been made aware by the adjudicator handling your case that the required parts have arrived and the follow up repair has been booked with you.

  If you require any further assistance please respond to the e-mail that the adjudicator sent.

  Kind regards.

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******** dishwasher from ***** ********** in late 2021 which arrived in early 2022 with a 1 year manufacturer warranty plus a 2 year extended warranty. Dishwasher not working. Called to get someone out to repair. We use the dishwasher daily. First call was returned after 3 DAYS saying that the first available time for a technician from ***** ****** to assess the problem was February 20, 2024 - over a month away. Called again to have another service provider come in and assess the situation. **** ********* quickly assessed the problem. I called to find out the progress only to find out that they couldn't locate the part and possibly none available. Then a couple days later to find out that there is a part available and that the insurance people need to approve the cost before ordering the part. Called the insurance people to find out they haven't even received the request for the approval of the part. **** ******** are the repair people who **** ** ** and said they are waiting for approval of the part. Emmy at IA confirmed that the only contact they have with **** ******** was 6 days ago. I am at my wit's end. Called ***** ********** and spoke with the ***** the manager a couple of times who sounded promising and made it sound like he knew the right people to get this moving faster. Now he won't even take calls. I am still without a working dishwasher and have paid for an extended warranty that is not being fullfilled in a timely manner. I feel ******* into buying the extended warranty to find that it may take a couple of months to have a heating element replaced in the dishwasher. If anyone is reading this, please do NOT buy extended warranty that includes this warranty company or buy any products from ***** **********. They may be selling lemons at what they consider to be sale prices, not advising you that the appliance may be discontinued or that parts may be discontinued from the manufacturer. Buyer beware.

  Business Response

  Date: 05/02/2024

  Hi ******,

  Thank you for submitting your complaint.

  In regards to your suggestion that this unit is a lemon, a "lemon" is an appliance that has the same part replaced 3+ times.

  I see that this is the first claim submitted for your Dishwasher, submitted 13 days ago.

  As we do not control scheduling, or the manufacturers ability to provide parts we are not in a position to provide a replacement due to delays in either area.

  Typically, if parts need to be ordered we expect the process to be between 2-10 business days, as after ordering and shipping time, all parts need to be inspected upon arrival. Delivery can be as quick as 2 business days, but if parts need to be put on special order this can take additional time.

  We will continue to work closely with our service partner to ensure the repairs are completed as quickly as possible.

  Please keep an eye on your mailbox and voicemail, as soon as the parts come in you will be contacted with options for the repair appointment.

  Kind regards,

  Customer Answer

  Date: 05/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this is not acceptable. I don't believe that was part of the warranty details when I bought it concurrently with the appliance.  If I am to wait for three strikes before you will consider replacement, please provide me with proof of my acceptance of these terms.  I look forward to your response.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 05/02/2024

  Hi ******,

  I have attached the warranty terms for reference and posted the "Lemon" clause below:

  c. “Lemon Aid” Policy - While covered under this Plan and after the product requires covered service on three (3) separate occasions for the same component and this component requires a fourth repair, as determined by
  our authorized service centre. We will replace the product with a product of comparable performance, the value of which may not exceed the original purchase price. Authorized service repair receipts from three (3)
  separate repair incidents must be sent to Us in order to qualify for replacement. Product failures must be covered by the terms and conditions of this Plan.
  We are not obligated to renew your Plan. The “Lemon Aid” Policy does not apply under renewal coverage terms.

  Please let us know if you have any questions.

  Kind regards.

  Customer Answer

  Date: 05/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It may appear I have suggested the appliance is a lemon, however that would be premature based on the incredible tardiness of the service provider you have chosen to perform the repair. No movement on ordering the part has been done according to them, however, they hope to look into it soon.  It has been 2 weeks since calling on you as the warranty company and the dishwasher remains unusable with absolutely no indication when or if will ever be repaired. This is absolutely unacceptable. Guaranteed if I was paying for this, the dishwasher would be up and running over a week ago. And your anticipated response that you have no control on the service provider is also unacceptable.  It was you who chose them - not me. There are many other appliance repair shops that could complete the job quicker. Why is that?
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 06/02/2024

  Hello,

  I’m sorry that your appliance ran into issues and that the parts required for repair were not immediately in stock.

  We will continue to work closely with our service partner to ensure the repairs are completed as quickly as possible.

  The best way to receive updates is by contacting the servicer as they will be the first to know when parts have shipped, arrived, etc.
  

  When they provide an update to us, or require any authorization, we will respond accordingly. In the meantime, I have asked for a foundational update.

  If you have any further questions please do not hesitate to respond to the e-mails sent to you from **********************.

  Kind regards.
  

  Customer Answer

  Date: 06/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Which doesn't answer any questions. I have contacted them. They hope to order the part soon.  2 weeks with no repair and absolutely no concern by anyone when or if it will be repaired. I just keep receiving fluff emails from all parties however no movement at all to complete the job. Not acceptable.
  
  Sincerely,
  
  
  
  ****** *****