ComplaintsforBosch Canada

• Initial Complaint

  20/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a Bosch dishwasher on November 4, 2023. When it was delivered, it never worked. Bosch sent a repair person to check the unit and it had to be replaced. Bosch did provide a replacement unit but I was asked to get a contractor to remove and dispose of the old Bosch unit and to install the new dishwasher. I was told to pay the bill of the contractor and submit it to Bosch for reimbursement. I did all that and paid the contractor $960.50. Bosch now says the amount is too much and they will only pay $350. I was not given any limits on the amount of the bill when I was told to arrange this.

  Business response

  22/02/2024

  We have forwarded this complaint to our Executive Escalation dept who will reach out to the customer to come to a resolution.

  Customer response

  05/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have not received any contact from Bosch.
  Sincerely,
  
  ***** ******

  Business response

  06/03/2024

  Customer has been been advised that they have been approved for  reimbursement of their requested amount.

  Customer response

  09/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 19th 2023, I bought a Bosch dishwasher at ******** ********* ******. Took a couple of days to install it and once the dishwasher was installed it did not turn on. I called ******** ********* ****** and they told me they could no help. I should call the manufacture as their after sell warranty would only cover aesthetic damages. Due to the holidays, I was only able to get in touch with Bosch customer service on January 10th. They promptly forwarded the call to Lincoln appliance service. The technician came 3 times and on February 29th he said he could not find where the problem was and for that reason he was no longer trying to fix it. I called Bosch and they said that a report should be send to them from the technician office and in 5 days I was supposed to get an answer. The report was sent on January 30th. I keep calling them since and all I get is to wait because a manager hasn’t look at my file yet. I have waited for 2 months to get a brand new dishwasher to work.

  Business response

  22/02/2024

  We have forwarded the customer's complaint to our Executive Escalation dept who will reach out to the customer in an attempt to come to a mutually satisfactory resolution.

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought Oct 4 2023 Broke down Jan 29 2024 BoschService call Feb 5 2024 Called customer service Feb 9 2024 Told parts won’t be in until Feb 27 The tech wasn’t sure what was wrong with dish washer , but was ordering new boards to try My concern is that waiting a month for parts is unacceptable and they may not fix the problem. The parts should have been in stock !! I would like the dish washer replaced with a new one My ref # is **********. Model #*********

  Business response

  22/02/2024

  We have forwarded this complaint to our Executive Escalation Dept in an attempt to resolve the customers issues.

  Customer response

  26/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  23/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a brand new Bosch oven (**********) and used it for the first -and only- time December 18th. The next morning the oven would not work and had an error code on the panel. We called Bosch and they sent a technician out December 21st. The repair person said a new motherboard was needed, which was three weeks on back order. We spent the entire holidays without a working oven, which was infuriating. We repeatedly called Bosch to no avail over the next couple weeks. Emails go in to a black hole. We then learned by calling Bosch for an update, that the required part had arrived January 8th, but Bosch could not send a technician until two weeks later - January 19th. The technician came on the 19th but couldn't fix the oven - he said likely a new oven would be needed. We have continued to call Bosch over these last two days and were told today that they are going to try again to repair it. However, that will not happen until February 2nd. We have to keep the breaker flipped so can't use the microwave either - other wise the fan in the oven spins loudly non-stop. So to recap: we bought an expensive new wall oven, used it once, it inexplicably broke and five weeks later Bosch has been unable to repair it in a timely manner. This oven is a lemon. I fear we are going to be saddled with an oven continually in need of repairs, and be forced to deal with this brutal unprofessional customer service by Bosch. I want this oven out of our house and a new oven installed.

  Business response

  05/02/2024

  This file has been forwarded to our Executive Escalation department who will contact the customer who will work with the customer to reach a mutually agreeable settlement.

  Customer response

  06/02/2024

  
  Complaint: ********
  
  I am rejecting this response because it does not resolve our issue in a timely or professional manner.

  Two technicians showed up February 2nd to repair the oven (this was the third attempt). It didn't work. We were told someone from Bosch would be in touch. We waited and heard from no one. At the end of the day on February 5th, we called Bosch ourselves. They weren't sure what to do. We are in touch again with Bosch today and continue to get the runaround. Bosch says they have no stock of our particular wall oven in their warehouse and want to issue a credit and will send an email with the credit in the "next week". We would have to arrange delivery and installation. This is almost laughable. The store we bought the oven from has stock (******** ********* *****) but told Bosch they won't take a Bosch credit. 

  I want a new oven installed as soon as possible and I want a REFUND for the cost of the oven. I do not want to be involved in arranging installation, removal of the old oven or dealing with store credits. We are two working professionals with a young family and have spend an incredible amount of time on the phone chasing Bosch, sending emails to Bosch (to no avail) and we have spend waiting hours for Bosch repair people. Looking at today alone, my husband has spend an hour and a half on the phone with Bosch. This process is ludicrous. 

  I want to remind Bosch that we used this oven ONCE and it broke - one week before Christmas. We are now going on nearly two months without a working oven. So to be clear, I want a refund for the oven and a new one installed.

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

  Business response

  29/02/2024

  We are in conversation with the customer and working towards a mutually agreeable resolution

  Customer response

  29/02/2024

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

  We have asked Bosch to refund us for the cost of the oven - a request they have never acknowledged. We requested this refund because of the unprofessional, disrespectful and incredible waste of our time and energy.

  We spent a total of nine weeks without a working oven. It was finally replaced last week - February 23rd. To remind Bosch of the details, here is a timeline of events:

  December 18th, 2023: We used our brand new Bosch oven for the first time. The unit was purchased from the ******** ********* ***** (unit **********) and installed in our brand new kitchen not long before its first use. 
  
  December 19th, 2023: The oven showed an error code. We called Bosch and were told to flip the breaker, which did nothing. Bosch agrees to send a technician.
  
  December 21st, 2023: After waiting all day, a technician arrives at 3:30pm. He tells us the oven needs a new motherboard, but it is on backorder. We call Bosch repeatedly to try to find another solution, but none is offered. We go through the holidays without an oven.
  
  Week of January 1st. We call and email Bosch to find out what is going on, to no avail.
  
  Week of January 8th: We call Bosch repeatedly asking for updates. We learn they have the part to repair the oven, but can't schedule a technician until ten days later - the 18th.
  
  January 18th: The technician tries to repair the oven but it doesn't work. We call Bosch repeatedly, to no avail. We make it clear we would like a new oven. 
  
  February 2nd: Bosch sends two technicians to try to fix the oven. Again, it doesn't work. We call Bosch again to find out next steps and we are told someone will call us Monday, February 5th. In the meantime, we file a complaint with the Better Business Bureau.
  
  February 5th: We waited all day to hear from Bosch. No one called. We call at the end of the day and no one seems to know what to do.
  
  February 6th: Bosch offers to replace the oven. However, we must arrange the installation and disposal of the oven. The agreement states that if any damage occurs to our brand new kitchen, Bosch is not responsible. Over the next two weeks we go back and forth with Bosch repeatedly trying to make arrangments for the oven (there were issues at every turn - with stock, with delivery dates etc)

  February 7th: In frustration, I find the email address of a senior exec at Bosch and email him directly. I lay out our ongoing problems with Bosch and request a reimbursement for the cost of the oven (along with a replacement oven asap). He says he will escalate our complaint.

  February 23rd: The new oven was finally installed. We arranged the installation and are awaiting reimbursement for that cost.
  
  Can you imagine how angry and frustrated we are? I want to reiterate that we used this oven once, and were without an oven for nine weeks - including over the Christmas holidays.
  
  Call logs on our phones show we have called Bosch at least 12 times. Time spent on the phone is at least four hours. Plus we have spent at least 12 hours total waiting for technicians/deliveries to show up (four appointments, each with three hour windows). At minimum  we're looking at a likely total of at least 16 HOURS dealing with or waiting for Bosch employees or associates. 
  
  We are working professionals with a young family. Our time and energy has been squandered by Bosch. While we finally - at long last - have an oven as of February 23rd, I want Bosch to reimburse us the cost of the oven as recognition that they left us without an oven for over two months and have been incredibly disrespectful of our time (at least 16 hours of it) and handled everything in a very slow, plodding manner. I have made this request repeatedly and it has yet to be acknowledged.
  
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  21/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought our Dishwasher in November 2022 received it in December 2022. In October 2023, I contacted Bosch about a problem with my dishwasher, the dishwasher was not finishing it’s cycle and showed E:19 (error:19). The company told me that it was under warranty and a servicer would come fix it. Servicer never came. I called back, told me they would send a different servicer and if he wouldn’t come they would replace my dishwasher since it was still under warranty. Fast forward to now, my dishwasher is still not fixed or replaced, I’ve called the company about 20 times since October and they only give me broken promises that a “servicer” will come. The last time I called last week, I said I wanted to talk to the manager and file a complaint, they told me that the manager would call me at the end of the week. Never got a call, but I got an email from Bosch saying that I shouldn’t call again and they found a servicer and that servicer would call me when they can come. In that email, there’s no name of the servicer on it or even a phone number to call.

  Business response

  02/02/2024

  Customers concerns have been relayed to the customer service manager. They can expect a response next week.

• Initial Complaint

  15/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a dish washer on May 30, 2023. The dishwasher is not operational since December 15,2023. I have called Bosch since Dec 18, 2023 and they have yet to honor the 1 year warranty. They did not even have a technician look at the dishwasher yet. They keep telling me that there is a delay because of the holiday. We are 5 weeks later and every time I call I get a different excuse.

  Business response

  16/01/2024

  After a thorough review of this customers complaint our Executive Escalation department has approved a dealer credit. Customer has been notified.

  Customer response

  17/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  16/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *** *********
  

  I suspect product was damaged during installation. 
  The product was delivered and installed by the same company.

  invoice number : ********* Date: 08/04/2023 not satisfied with their service. Do NOT buy from BOSCH if you expect reasonable customer service Product was damaged during installation Called Bosch customer service. CS told me that i need to contact the delivery company to complain, Bosch is not responsible for damages during installation. But I did not choose the installation company Bosch chose it. I don't have contract with the delivery company CS told me to fix this : I have to pay ~200 to have a technician come look at it Then i will have to pay for parts if it needs to be changed INQUIRED ABOUT RETURN AND REFUND: REP TOLD ME TO WAIT ON THE LINE ITS BEEN ALMOST HALF AN HOUR WITHOUT ANY RESPONSE. NOW BOSCH HANGED UP ON ME

  Business response

  16/08/2023

  WE HAVE REFFERED YOUR COMPLAINT TO OUR EXECUTIVE ESCALATION DEPT. FIRST TO DETERMINE WHAT APPLIANCE YOU ARE REFERRING TO AND SECONDLY TO DETERMINE NEXT STEPS IN REACHING RECONCILLIATION.

• Initial Complaint

  24/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We ordered a new dishwasher on October 24 2022 from **** and it was delivered a week or so later . We installed it and when we tried to use it an error message came on . As per the instructions we contacted Bosch and they said we would need to have a service call before they could consider replacing it . They then gave us two names and we were told when we contacted them that we would have to wait a month before they could come. We wen back to Bosch and suggested another repair shop which they agreed to have come. Then we waited until November 14 for a visit The repairman identified two problems with the dishwasher which he said was common with this model and said we would have to wait two weeks to 2 months for the parts to come in We contacted Bosch saying that wee had done what was necessary and deserved a new dishwasher but they then contacted the repair shop and have now scheduled a visit for November 30 . * ** ********* **** **** **** ****** ** *** ** **** **** ******* ******** *********** **** ** **** *** ** *** *** ********** * ******* ** ****** have it replaced ...Not repaired *** ********* ****** ** *** *** **** ** *****

  Business response

  24/11/2022

  We have contacted customer service escalations to contact the customer to determine next steps.

  Customer response

  24/11/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  

*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. ↩