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:09/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 new appliances several years ago, and purchased the **** extended warranty for an oven and refrigerator.A piece of the fridge broke, so I filed a claim on ********** website. I received an email stating "This email confirms your recent online transaction as listed below. You will be contacted by a service representative within 24 hours with further instructions on getting your item repaired."After 11 days, I tried again getting the same email *************** has now been more that 24 DAYS, and I still got no response.Several years ago, I filed a claim about my oven as well. They eventually responded, though not satisfactorily. Because, they couldn't help me out properly then, they offered to refund what I paid them prorated. Even if they refunded the whole amount, that would not be fair, because I can't just get a new warranty after a few years.

  Business Response

  Date: 10/03/2024

  Customer open a claim #32173 on 7/23/2021. Since customer is located in Chicago, IL and we do not have any centers we provided them with a few. We never received an estimate from them.

  This was written to them, we also a offered a pro-rated refund
  

   

  Aug 16, 2021 10:11 am

  Good Morning,
  
  We
  have been in the process of locating a center in your area. 
   Unfortunately, there are no other centers in your area willing to work
  with us as 3rd party and will only work with customer directly.
  
  As
  per management, it will now be the customers responsibility to locate a
  center in your area for service and submit an estimate to us.  Once you
  have an appointment scheduled please let me know the day and time. 
  
  All
  estimates must be approved by MACK first, which means once service
  center gives you an estimate, you must email it to me for review. We ask
  that you do not pay for any repairs before we authorize approval. 
  Estimates consist of parts and labor cost. You will be reimbursed for
  service call fee within a 25 mile radius of your home.
  
  Below I
  have provided you with 3 centers to contact directly should you decide
  to use them.  You are also welcome to contact a center of your choice as
  well.  If you have any questions or concerns please feel free to
  contact me.
  
  1. Thermador Appliance Repair Expert - 312-756-7072
  2. Super Appliance Man - 312-282-4042
  3. Tec Appliance Repair - 312-813-

   

  Customer Answer

  Date: 10/05/2024

  
  
  Complaint: 22322576
  
  
  
  I am rejecting this response because:
  

  As I wrote clearly in my complaint, there was another claim which I filed a few years ago, which they responded to, although not satisfactorily. That is the one from 2021 which they are talking about. 

  I submitted an unrelated claim on August 11, 2024, then again on August 26. That is the one that I am waiting on.
  
  
  Regards,
  
  
  
  A L

  Business Response

  Date: 10/21/2024

  Customer set up a claim on our web site for units to be sent into our facility not for local service. Once we received the BBB we emailed the customer the proper instructions. we responded to his claim the same day that the issue wasn't covered under warranty:

  Oct 07 1:28 pm
  Hello, 
   
  This is not covered under warranty, this is considered damage. The warranty covers manufacturers defects, 
   
  
  
  

  
  

  Customer Answer

  Date: 10/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  

  It seems that complaining through BBB is the only way to get through to this company. After submitting my claim twice and emailing the rep directly, there was still no response. After submitting my complaint through BBB, she told me that they had ignored my claim, because it was submitted incorrectly...
  
   
  Thanks BBB,
  
  
  
  A L

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  sept 2022 this company offered me a $1650 settlement for my fridge that broke within their warranty period. It's been almost two years and they have refused to make the payment .
  
  They defrauded me by selling me a $300 warranty and then not paying me back $1950 they owe me

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a washing machine from an appliance store and a warranty form Mack Worldwide Warranty. The machine broke while still under warranty and Mack promised to pay $ 1300 to resolve the issue. They have never paid and hang up or redirect my calls when I try to contact them.

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Hi, Good morning. I have filed a warranty claim, a week ago. When I contacted them for status, after telling me that they have not received paper work and then i advised them that it was uploaded to the portal, they were very rude on the phone and would not tell me when it will be addressed. its my second claim with them and its same run around as in the past.
  
  Mack Worldwide Warranty
  
  From:
  *******@*******.*******.com
  To:
  ********@*****.com
  
  
  
  ## Please do not write below this line ##
  Ticket #*****: ticket #*****
  Your request (#*****) has been received, and is being reviewed by our ******* staff.
  
  To review the status of the request and add additional comments, follow the link below:
  http://*******.*******.com/hc/requests/*****
  
  
  ********@*****.com, Jul 9, 2024, 10:35 AM EDT:
  - Requester
  
  - ********
  
  - Created
  
  - July 02, 2024 15:48
  
  - Last activity
  
  - Yesterday at 10:20
  
  - Assigned to
  
  - Nikole
  
  - Id
  
  - #*****
  
  - Status
  
  - Open
  
  - Name
  
  - ******** ********
  
  - Address
  
  - ** ***** ****** ****** ***** and ***** ******** nj *****
  
  - Phone Number
  
  - **********
  
  - Email Address
  
  - ********@*****.com
  
  - Warranty Type
  
  - ****
  
  - Warranty Number
  
  - *******
  
  - Date of Purchase
  
  - 09-27-2019
  
  - Equipment Make
  
  - ge energy star 27.8 cu ft
  
  - Equipment Model
  
  - gfe28gskkss
  
  - Equipment Serial Number
  
  - ********
  
  - Product Issue
  
  - fridge stopped working it above 50 degrees
  Hi, good morning can you please update me on my repair status. Thanks
  
  This email is a service from Mack Worldwide Warranty.
  [******-*****]

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 stopped cooling on April 28, I called in **** on the 29th, they said it will take "10" business days! just to process my request, we tried explaining that we cannot be without a fridge for that long, especially with a few children in the house, they said this is their policy...after 10 days they scheduled a repairman to check, he came diagnosed, then they said someone has to... recheck... came... said will order parts... fast forward to today "6" weeks later! still nobody came to fix, they don't know the status of the parts that are supposed to come, every time i call nobody knows nothing there, they are so nasty and unsympathetic, each time they can just keep on saying maaaaam... you have to understand....

• Initial Complaint

  Date:02/19/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Sent a camera for repair in August 2022. Received response that camera was unrepairable, and that they would be mailing me a reimbursement for the cost of the camera. I have talked to them on the telephone, and have emailed a couple of times, but to date NOTHING.I am a full time nomad, and don't always have internet when I remember to try following up on this issue. Looking for the check for $349.99 that was promised over a year ago.

• Initial Complaint

  Date:01/29/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 an appliance with a warranty from Mack Warranty. The appliance broke and Mack agreed to pay the warranty amount. They asked me to sign a letter and confirmed I would be receiving a check in the mail. However, they never mailed the check and are refusing to give me a timeframe of when they will mail it.

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 warrenty for my washer and dryer combo and it could not be repaired while still under warranty. I received notificsyion that I would be reimbirsed for $700. After repeated follow up, I have not received it or a phone call from management as to what happened with this. When I call they say that they will look into it.

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a brand new Electrolux dryer 3 years ago. It has never dried well and I had **** come down to fix it multiple times, and they ultimately agreed to compensate for for $525 as they couldnt fix the issue. Its been over a year since that promise and I have contacted them multiple times, and have not received any payment! This is unacceptable!

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Hi,
  
  I had a an extended warranty with Mack on a kitchen aid dishwasher. The machine broke and they sent me down technicians to check it out. They changed parts on the machine but it still dindnt work. They then said that it cannot be fixed and I will be refunded. They emailed me a form to sign which I did so and sent it back (uploaded a copy) they said it takes 120 business days to process. After 120 business days I called to check the status, however the answer was we have no info but we can send an email to management. And this is what they still answer me every time I call since then. Its now 7 months since I was promised a refund for my broken appliance. There is NOBODY in that company that can give me an update of when I will get my check. The only thing they can tell me is that they will email management. Ive been calling, left messages, sent emails. NOBODY is responding and I never got my check.
  
  If you can help me solve this issue with them it would be greatly appreciated.