Complaints

This profile includes complaints for Whirlpool Canada LP's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Whirlpool Canada LP

  200 - 6750 Century Ave Mississauga, ON L5N 0B7

• 

  Whirlpool Canada LP

  11653 163 St Edmonton, AB T5M 3W6

• 

  Whirlpool Canada LP

  - Nepean, ON K2G 0E9

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:04/01/2024

  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 purchased a JennAir 36” induction cooktop in Aug of 2021 when we were building our home. This cooktop has now failed and we have reached out to Whirlpool to get it repaired as part of the manufacturer’s warranty. Whirlpool has informed us that the cooktop model we have has been discontinued with no spare parts available and has therefore approved a product replacement. Unfortunately, the replacement model has different dimensions and ventilation requirements and will not fit within our existing kitchen cabinet. The changes are such that a simple countertop modification will not be sufficient and a cabinet rebuild will be necessary. As such we are forced into having to look at other brands that supply cooktops that fit our kitchen. Whirlpool has offered to refund us $3600, which is the original cost of the cooktop that we paid more than two years ago. However, to replace the cooktop with an equivalent product that fits with minor countertop modifications, we are looking at an installed cost of roughly $5900. This leaves us ina position where we are out of pocket by potentially upwards of $2000 at no fault of ours other than having chosen to buy a JennAir product that failed in just over 2 years.

  Business Response

  Date: 29/01/2024

  Good Morning.  We have reached out to the customer and provided a resolution which the customer has accepted.  Thank you.  

• Initial Complaint

  Date:15/12/2023

  Type:Product 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.

  WHIRLPOOL FILE NUMBER: **********
  We purchased a 33-in 21.3 cu ft stainless steel Whirlpool fridge (model #WRT541SZDM01, serial #**********) in Jun 2023. It was delivered to us on Jun 8, 2023. This fridge broke down on Nov 21, 2023 after 5 months!
  We are having a lot of problems to get the fridge repaired. ***** *** ***** ** ******** ** ** ***** * ***** ******** ** *** ******** **** *** ****** ** **** ** ******* *********** *** ************* ** ** **** ** ***** ** ***** *** ***** ********* ** ****** *** ** ** *** **** *** ** **** ********* ** ******* * ******* 
  Here is the detailed information:
  Nov 21, 2023 - Whirlpool customer care told us the technician could only come on Nov 23, 2023.
  Nov 23, 2023 -Technician diagnosed that the compressor is faulty. 12 PARTS were ordered for the repair! WE BOUGHT A NEW FRIDGE, NOT A REFURBISHED FRIDGE!
  Nov 24, 2023 - Supervisor at Whirlpool called the technician to verify the order of the parts, he offered to try expediate the delivery hoping that the fridge could be repaired the following week.
  Nov 27, 2023 - After nothing was heard from the technician, we called Whirlpool again but there was still no delivery information of the parts.
  Nov 29, 2023 - Called Whirlpool again and was told the technician would be calling us not later than Nov 30, 2023 to confirm an appointment.
  Nov 30, 2023 - We had to call the service company to check for the appointment schedule. Was told the technician could only come on Dec 6, 2023.
  Dec 6, 2023 - Technicians finally came! However, they had to reorder the connector as it was not compatible. Spoke to Supervisor Ronald but he could not help.
  Dec 7, 2023 - Called Whirlpool and was told the connector will only be delivered in 5 days!
  Dec 11, 2023 - WE ARE STILL WAITING FOR WHIRLPOOL TO UPDATE US
  ** * ********* ** ****** **** *** ****** ** ******* *** * *** ****** ** ***** ** ** ********* **** ******* **** **** *** ** ******* ***** ****** *** ****** ** ** **** ******** **** ** **** ******

  Business Response

  Date: 19/12/2023

  This is a written response to Complaint ID ******** in which the consumer is requesting a replacement. We will be reaching out to the consumer directly in order to bring this to a resolution. Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 21/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: We are not able to reach the person who contacted us. We missed her call and have tried to call her back for 2 days without success.  We left 2 contact numbers (###-###-#### or ###-###-####) for a return call.  Hence, we were not able to discuss the matter at all.
  

  
  
  Sincerely,
  
  
  
  ***** ***

  Business Response

  Date: 22/12/2023

  This is a written response to Complaint ID ******** in which the consumer is rejecting the claim. We will be reaching out to the consumer again directly in order to bring this to a resolution. Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 22/12/2023

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

  Although the fridge is working now, the motor of the fridge is very loud and sounds like 'a dishwasher being turned on all day'.  Our questions to Whirlpool are:

  1) We would like to know why did they sell their customer a faulty fridge in the first place?

  2) We bought a NEW fridge for $1,700. After 5 months, it is now like a refurbished fridge since the compressor and 12 other parts have to be replaced so should they not consider replacing it with a new fridge even though they kept saying it is not part the warranty?  ***** ** ****** ** ********* *** ***** ***** ***** ******* *** ***** **********  

  3) The repair of the fridge took 27 days even with us calling Whirlpool Customer service center daily!  ****** ******* *** **** ***** **** **** ******* ** ** **** ** ********** ***** ********** ******* ************ ********* ****** *** ************* **** ****** ** *** *** ******** *** ****** ** ***** **** **** ** ***** ** ** **** ** *** **** *** *********** *****  ********* ****** *** ********** ** ***** ********** ******

  If Whirlpool is unable to replace the fridge, we would like a full refund.

  Thank you.

  
  Sincerely,
  
  
  
  ***** ***

  Business Response

  Date: 22/05/2024

  Hello, we have now repaired the refrigerator and it is in working condition. I do apologize that we had to repair the unit. Anytime we do replace parts they are brand new parts. This would not make the refrigerator a refurbished unit. Again, I do apologize that you did have to go through the experience of a repair but we have since repaired the unit and issued $200 for the inconvenience. 

• Initial Complaint

  Date:12/12/2023

  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 purchased a Maytag stove from **** *****. We purchased an extended warranty as prior to this we had recently purchased another stove (Fridigidaire) there the oven stopped working just after the regular warranty ran out. In the past 2 years out new Maytag stove has also had the oven stop working. In Jan/Feb 2022 the oven stopped. We were without an oven for several months waiting on repair. Now again, in October of this year (2023) our oven stopped working again. Each time it has taken long time to get an initial revisit it of a repair person. Once the repair person comes he request to order parts. In 2022 it took another extended time for parts to arrive. Then they were not the correct parts and we had to wait a second time parts to be ordered, sent and for the repair person to come back. To be fair to the repair person, he prioritized our second visit as he knew how long we we had been without an oven. This time, in 2023, we had to wait about a month for the initial repair person visit. He told us the parts he needed to order. Then we did not hear anything for weeks. I’ve tried to call the repair person but did not hear back. Last week I called the warranty service and had to call multiple times over 3-4 days to try to find out what was happening. I was finally told they could get the parts….why it has taken almost a month just to determine that I cannot understand. They then proceeded to tell me that they cannot tell me how long it will take for the parts to to be shipped to the repair person, or when the repair person can have an opening to install the parts once he receives them. I expressed my upset at the long delays and this being the 2nd time the oven has stopped working. I asked at what point they would replace the stove. They did not indicate any willingness to discuss how to recitify this situation. We are a family of 4 who have been unable to use our oven for about 6 months in the past 2 years. I feel this warranty service is inadequate and unacceptable. * ***** ******** **** **** *** **** ******* ** ********** ** ** ***** ** *** ******* ** **** ***** *** ************* ****** ** ****** ** ******* ***** ********** ** ************ **** ******* ** * **** ** **** ****** *****. I feel they need to be accountable for making products that do not last.

  Business Response

  Date: 19/12/2023

  The customer has been contacted. Thank you for bringing this situation to our attention.
  
  

• Initial Complaint

  Date:06/12/2023

  Type:Product 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.

  Whirlpool fridge ********** purchased on January 25th 2023.
  1. Frost and ice had been accumulating in the freezer. On September 30th noticed water in the bottom of the freezer and contacted Whirlpool. October 2nd technician cleared ice but found no issue with the operation at that time.
  2. October 3rd fridge stopped working. Emptied fridge and freezer and booked another service appointment. October 5th technician arrived, did not know what was wrong, said he had never seen this problem before and ordered a bunch of parts. Oct. 5th ice maker stopped working.
  3. October 7th freezer stopped working. Empty fridge and freezer for the second time.
  4. Oct 17 contacted whirlpool head office. Asked that a master tech reach out to repair guy as he has no idea what’s wrong. I was told by whirlpool rep sometimes it takes a number of visits, trying different things. Refused to have master tech initiate call even though I was adamant repair person is baffled. Whirlpool CS person all but hung up on me.
  5. Oct 18 repairman returned to replace parts. Technician visit #3. Replaced wiring harness, fan and motor
  6. Oct 19 freezer stopped working. Failure #4 empty fridge and freezer for the 3rd time.
  7. Oct 20. Placed a review of Whirlpool customer service on ******. Was contacted by ****** ****** ****. Oct 20 ****** ****** **** booked another service call for Oct 23 (was changed to Oct 25 to accommodate schedule of refrigeration specialist)
  8. Oct 22 freezer started working on its own. Now 0 degrees celsius
  9. Oct 25 new repair person. Technician visit #4. This one a senior tech “refrigeration specialist”. Assessed need for freezer door seal, flapper, right door fridge seal and control board
  10. Oct 28 parts installed except control board. Technician visit #5. Whirlpool declined replacing control board. Freezer was so full of ice/frost had to empty entire unit and leave unplugged until Oct 29 to defrost. Empty fridge and freezer for the 4th time.
  11. Oct 30. Freezer stopped working. AGAIN! Failure #5. Emptied it. Got up to at least 12. Sometime overnight started working again. Contacted ****** ****** ****. They booked service appt. Emptied fridge and freezer for the 5th time.
  12. Oct 31 repair to change motherboard. Technician visit #6. Technician was to call whirlpool tech line while here. He did. Motherboard was the agreed upon repair
  13. Nov 2 freezer failed again. Failure #6. At noon was 5 degrees. Up to 8 at 10 PM
  14. Morning of Nov 3 up to 14. Up and down temps all day. Left naan in the freezer. Thawed then refroze. Fridge and/ or freezer empty #6
  15. Nov 3 contacted ****** ****** ****. Have heard nothing other than “we have asked technician for update after he called into service line.” I immediately told them that tech line told him to replace control board, which he did. Have heard nothing
  16. Nov 4 at 6:00 am back to 0 degrees. Naan bread frozen. 9:30 am 4 degrees, 3:00 pm 6 degrees. Naan bread thawing. 9:30 pm 7. Never got back to zero all day. Failure #7. No longer using freezer. Cannot trust anything in there to not freeze/thaw as cannot track 24/7 if it is working
  17. Nov 5 at 6:00 am zero degrees
  18. Nov 6 finally ****** ****** **** gets back to me after noon. One person tells me they are trying to get someone to call me. right after someone tells me to call customer service. I said no. Nov 6 they tell me repair company is going to call me. I said why? I asked they take this unit to fix and give me a loaner. They said no. They are insisting on repair
  19. Nov 8 service. Technician visit #7. No solution. Determined service is no longer effective
  20. Nov 13 4:00 pm freezer 4 degrees. 4:45 5 degrees. 5:30 6 degrees. 9:00 7 degrees. Failure #8. Back wall of freezer covered in condensation - o Failures Oct 3, Oct 7, Oct 19, Oct 30, Nov 2, Nov 4, Nov 13, Dec1 (9 times)
  21. Nov 14 Called Whirlpool. Told I am to find someone who has a data logger tool that the two repair companies they license in my area don’t have, get them to come and do diagnosis, and I am to pay. They will reimburse me somehow!!! I asked if they were kidding. After 7 repair visits, countless parts, 7 times that I have tracked my freezer well over 0 degrees for hours on end, now I am supposed to find someone to diagnose??? I said no! I was told no further repairs. They are saying different. I told them they can find someone. Now they are having some regional person find someone. They said if I have not heard anything back in 24 - 48 hours I am to call whirlpool back to follow up. I said no. I have spent enough time trying to get the fridge fixed. They can follow up. They, reluctantly said OK
  22. Nov 14 - sent message via ******** to **** ********, Pres of Whirlpool NA. Heading: If you stand behind your product, please help. Message: Good morning. When you read this, please picture the fridge in your kitchen and tell me if you would stand for this. I purchased a whirlpool refrigerator in January of this year. It is under warranty. I also purchased an extended warranty. I began having problems with it at the end of September and have kept a log so I can provide accurate information to repair people (I am happy to supply that log). Since the beginning of October (6 weeks) the freezer has registered well above 0 degrees C for hours and hours on end at lease 7 times. Nothing in it can be trusted from a food safely standpoint and I no longer use it for meat or prepared food. I have had 7 repair visits by “Whirlpool authorized technicians”, completely emptied the fridge and/or freezer 6 times, and had countless parts, including the control board replaced. After the last repair visit I was given an SR# (**********) and told by the repair person that it was agreed between he and the Whirlpool master tech line that the fridge would have no more servicing. My understanding was that if it went again, it would be replaced. The repair person confirmed to us what we already knew, that our fridge is a lemon. We knew it would fail again as it had failed since the final repair, replacement of the control board. Yesterday we tracked the freezer at over 7 degrees C for 7 hours until we went to bed. I have no idea how high it went, but at some point in the night it went back to 0. This morning I called Whirlpool Customer Service again, finally expecting this to be over and the refrigerator to be replaced. Incredulously instead I was told to find a repair person who has a data logger tool (because apparently the two repair companies Whirlpool licenses in my area don’t), get them to come and do diagnosis, and I am to pay. Whirlpool will apparently somehow reimburse. I asked if they were kidding. After 7 repair visits, countless parts, 7 times that I have tracked my freezer well over 0 degrees for hours on end, 6 times having to completely empty it, now I am supposed to find someone to diagnose it and somehow be reimbursed??? Is this Whirlpool’s idea of warranty! I said no, that I was told no further repairs. Whirlpool is saying different. I told customer service they can find someone to do whatever it is they need done. Reluctantly they are having some regional person find someone. They said if I have not heard anything back in 24 - 48 hours I am to call whirlpool back to follow up. I said no. I have spent enough time trying to get the fridge fixed. They can follow up. I am beyond frustrated. Do you agree that this is absolutely ridiculous? If this was the fridge in your kitchen, would you stand for this??? It is now approaching the holiday season. I am hosting 16 people on Christmas Day. I need a working refrigerator I can rely on. Can you help!
  23. Have never received any message about their regional person finding a service company with a data logger
  24. Nov 27 received call from iCare they are sending repair person Nov 28 at the request of Whirlpool
  25. Nov 28 same repair person shows up for the 8th time, calls tech line, they had nothing for him. Fridge is working at this time.
  26. Dec 1 freezer failed again. Failure #9. Noticed around 7 it was up to 4. Tried to call whirlpool but closed. Kale and fruit thawing. Up to at least 5 and stayed that way until past 10. At some point in the night started cooling again
  27. Dec 1 tried calling Whirlpool but they do not operate their customer service line outside normal Monday-Friday business hours
  28. Dec 4 Monday morning called whirlpool at 9:00. Spoke to supervisor *****. We said we want the fridge replaced. He said he cannot authorize that, that he would send the technician back. We said that is pointless. We asked what happened with getting a company with a data logger. He would not acknowledge we even spoke. simply said he would have our technician return. He hung up on us. We called back and were again put through to *****. Had the exact same call again. He again hung up on us
  29. We have lost all confidence in Whirlpool and this refrigerator. We can not put food in the freezer as we don't know when it will thaw and refreeze. I understand the problem is intermittent but the response from Whirlpool is that the fridge is working at this time and they can't do anything for us. It's been more than two months of us chasing Whirlpool to replace this fridge and they will not. We have timestamped photos and videos when the problem is occurring. The technician can see that it has thawed and formed water droplets that have since frozen.

  Business Response

  Date: 12/12/2023

  A message has been left for consumer to contact if needs to discuss further the resolution provided. Thanked 

• Initial Complaint

  Date:29/11/2023

  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.

  Purchased Amana Wash machine March 8th. Mid-August had it fixed which required all mechanics to be replaced. Mid-October had it fixed which required a new drum. Mid-Nov waiting to be fixed again as all the electronics need to be replaced. In 8 months this brand new machine has been fixed 3X and every piece, aside from the shell, has been replaced. This is no longer a new machine, which I paid $786 for, it is now a refurbished machine which I did not pay for. Waiting for service and repairs through Amana takes weeks, each time, requiring me to pay to do my laundry for many weeks. We called Amana to replace rather than fix but they refuse blaming it on the 3rd party service company's recommendation (********* *****) to fix. When speaking with ********* ***** they recommend a new machine but Amana refuses and claims that a fix is possible. Our current work order # ************. In addition ********* ***** will not provide us with a copy of their report. I do not want this machine to be fixed. I want my money back as I did not pay for a refurbished wash machine. I do not want a replacement machine because they clearly are not good machines and I will not do business with a business who treats their customers this way.

  Business Response

  Date: 29/11/2023

  We have contacted the customer regarding the issue and have agreed to proceed with a refund per their request.

  Customer Answer

  Date: 29/11/2023

  
  
  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 as they are willing to provide a full refund.
  
  
  
  Sincerely,
  
  
  
  **** **********

• Initial Complaint

  Date:24/11/2023

  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 Whirlpool washer (Model **********) and dryer in April 2022, and on October 27th, 2023, my washing machine broke down. Finally on Monday Nov. 6th, 2023 a repairman came and determined that the engine and motherboard were broken, and they both needed to be replaced! I was utterly shocked that a machine, which is a year and a half old and used regularly but not excessively, had 2 main equipment faults (an engine and motherboard). When I attempted to contact Whirlpool Canada on November 9th, I delusionally thought I would get more information, some restitution (a loaner washing machine) and even compensation regarding my situation, however I was met with the same “hands-off / it’s not our fault, so we cannot do anything” attitude, as I did the warranty company. Whirlpool simply pushed the problem back to the warranty company and ended the conversation.
  Clearly, Whirlpool does not care about their customers. **** ** *** **** ** ******** **** ** ***** ** **** *** ******* ***** ********* ** *** ********** ** ** ***** ******** **** ** *** **** **** *** ****** **** **** ***** *********** ******** ******** *** **** **** ******** ******** ************* ********* **** **** *** **** *** ******** ********* ** ***** ******* *** **** ******* **** **** ** *** *** ***** **** **** *** *********** ****** **** *** *******  If they did care about customer care (and the quality of their products), then they would work diligently and expediantly to solve the problem. Whirlpool did not offer a loaner machine as a means of bridging the time while the replacement parts were on order; Whirlpool did not offer compensation for expenses incurred for using a laundromat; Whirlpool did not offer a brand new (comparable) machine since my original machine was 1.5 years old and 2 major components (engine and motherboard) are broken.
  
  Today, Thursday November 23rd, 2023 (28 days into this process), I am still without washing machine access except at the local laundromat where I have been doing my family's soiled clothes at my own expense. Dejected and demoralized, I am left at the mercy of Whirlpool’s unreliable parts department and have resolved myself to believe that my machine may or may not be repaired within the next 3 months. In a world where customer service and customer satisfaction are on the forefront, this behaviour is uphauling. I have nothing good to say about the Whirlpool company, their customer service, or their products. ***** **** ** ******* **** ***** ************* ******* *** ******

  Business Response

  Date: 28/11/2023

  The manufacturer's warranty is for 1 year. The failure occurred after the 1 year manufacturer's warranty and is now covered under the 3rd party extended warranty that the customer purchased. The technician has parts on order. The notes indicate 1 part came in damaged, so the technician is reordering it. For any assistance with the delay of the repair, the customer would have to contact their extended warranty as the warranty is no longer under Whirlpool.

  Customer Answer

  Date: 30/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The Whirlpool washing machine that I purchased had 2 major components break in the year and a half that I have owned the appliance.  The motherboard and the engine burnt out; without these, there is no machine, just a skeleton.  This product was NOT manufactured properly with parts and equipment that would last a "reasonable" timeframe, or burn out at precisely the exact same time.  Very ironic!   Moreover, when the extended warranty group ordered parts directly from Whirlpool in an attempt to repair the machine, Whirlpool sent them broken/damaged parts.  How can Whirlpool say that they no longer are involved with this issue as they are the ones who manufactured the original appliance and then sent "repair" parts that were damaged.  ********* ** *** ******* **** ** *** **** ** *** ******* ** ************* **** ******** *** ******** *** ****** ********

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

  Sincerely,
  

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

  Business Response

  Date: 01/12/2023

  The warranty is under the 3rd party extended warranty company. The manufacturer would not be able to offer any type of replacement at this point. The customer would have to contact their extended warranty company for resolution options.

  Customer Answer

  Date: 05/12/2023

  
  
  Complaint: ********
  
  
  
  I do not accept their answer.  I consider this poor customer service!
  
  
  
  ***** ********

  Business Response

  Date: 08/12/2023

  Please contact your extended warranty to let them know of your complaint.

• Initial Complaint

  Date:21/11/2023

  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 Feb 2, 2023 I purchased a suite of Whirlpool appliances from *** *****. The gas stove and the dishwasher seems to be working ok. However, the fridge, model WRSA71CIHZ, has not worked properly since it was delivered. There has been a technician to the house several times and he has replaced parts in the fridge. It is still not working properly. There is load, mechanical noise coming from the fridge much of the time.
  
  I have, on a number of occasions, corresponded with Whirlpool on *********. They are very pleasant, and commit to addressing the problem. However, it never seems to happen. My wife and I have spend days at home waiting for a technician that doesn't arrive. Very frustrating.
  
  I would like to have this fridge replaced with a similar model, one that works properly.
  
  Thank you.

  Business Response

  Date: 24/11/2023

  A message has been left requesting consumer contact to discuss a resolution. Thank you 

  Customer Answer

  Date: 24/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this issue remains outstanding.  My fridge is still broken and I don't know when it will be fixed or replaced.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 07/12/2023

  Several voicemails have been left for consumer to contact representative to discuss a resolution. Awaiting customer to contact. Thank you 

  Customer Answer

  Date: 13/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Our fridge is still broken and we have no idea when it will be repaired/replaced.  In fact, in addition to the previous concerns with the broken fan and loud noise, the water filter is now leaking water and we need to place a pan in the fridge to catch the water.

  I have not received any calls or voicemails from Whirlpool.  My phone number is **********.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 18/12/2023

  Several messages has been left for consumer to contact to discuss with no return call as of yet. Thank you

  Customer Answer

  Date: 19/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Whirlpool has not contacted me or left a message for me related to this complaint.  Please allow me to repeat - in spite of their claims - Whirlpool has not contacted me or left a message for me related to this complaint.

  The fridge is still broken!!

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

  Business Response

  Date: 04/04/2024

  We have made contact with consumer and found number on file was incorrect. An offer of resolution has been offered that customer has accepted. Thank you

• Initial Complaint

  Date:15/11/2023

  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 purchased a Whirlpool walloven, model YWOS52ES4MZ, on September 11, 2022. The product failed while trying to initiate a self-clean on the evening of July 14, 2023. Because their customer service line was closed, I was unable to contact Whirlpool until July 17, 2022 to initiate warranty repairs (Whirlpool case number **********).
  
  Over the ensuing four months I have had two repair technician visits (July 21, 2023 and October 19, 2023) interspersed with very long delays, without updates from the company, while, they claim, parts are being sourced. The product remains inoperable, the warranty repairs are incomplete, and additional parts for the repair have not arrived.
  
  At all junctures of this process, Whirlpool's representatives have misrepresented the repair timelines. As of this date I still do not have anything more than a vague estimate on the repair timeline. By Whirlpool's design or inadequate service model, they are de facto not honouring the product warranty.
  
  I demand a firm timeline for the repairs to their defective product, and request an extension of my warranty for an additonal four months for the time I have not been able to use this wall oven. Barring this, I request a full refund of the purchase price such that I might source a new oven from a more reputable firm.

  Business Response

  Date: 28/11/2023

  Hello ******!
  We appreciate you contacting us about your device...! We received the technician's report indicating that the repair was completed successfully. Thank you for your collaboration!
  ****** ****

  Customer Answer

  Date: 28/11/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is barely satisfactory to me.
  Only after filing a complaint with the BBB, did Whirlpool finally effect the warrenty repair. They did not however, offer any additional measures or compensation for the four months in which I did not have use of the oven (I requested an extension of my product warranty). I accept closure of this complaint only on the basis that I want to minimize my interactions with this company.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:10/11/2023

  Type:Product 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.

  March 21, 2023, purchased at ******** ********** ********* **, Purchased all in one Washer/Dryer total $3, 493.67
  Repair man was home 9 times in 3 months - after much arguing with Whirlpool - It was agreed that the machine would be picked up and I would be reimbursed - pick up was Sept 11, my file number with Whirlpool - ********** - Spoke and e-mail exchanges with Mr. ****** **** many times - I have e-mail proof that Mr. **** told me that reimbursement would be sent via ****** **** - I have e-mail exchanges on October 12 - asking him to check with Finance Dept - he assured me check was sent Sept 15 - another exchange from me Oct 13 - he replied wait until October 27 - Today I called ******** ********* requesting them to contact - Whirlpool regarding this situation - I was informed that the cheque had been issued and that ********* had attempted to contact me, I did not answer my calls.... TODAY I recieved a copy of Trackings - the tracking dated October 6 - Prior to my exchange with Mr. **** telling me to wait at least 6 weeks. Now I am told that I must wait - until this cheque is cancelled and a new one will be issued.... I have been waiting over 2 months (since pickup).... I do not know what to do, I need my money and no one wants to help...
  E-mail exchanges can be provided.

  Business Response

  Date: 16/11/2023

  Hello everyone!
  We thank you for contacting us regarding Ms. ***** ********** file. We worked hard to resolve the problem, but despite everything we had problems with the delivery of the check. After all resolution attempts, we can say that the check was returned and subsequently received by the customer. We appreciate her patience and dedication in working with us to find a collective solution. 
  
  Sincerely,
  
  ****** ****
  Executive Office of Whirlpool Canada, LP

  Customer Answer

  Date: 17/11/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *********  Thank you for your help, I wish to advise you that I received the chèque from Whirlpool, via *********, on Wednesday (November 15).
  
  
  
  Sincerely,
  
  
  
  ***** ******** **********

• Initial Complaint

  Date:23/10/2023

  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 new built-in fridge Jenn Air was delivered to me in June 2023. It was on September 9, 2023, when it first stopped freezing and in a couple of days it also stopped cooling. I requested a service appointment on September 14, and it was scheduled for September 19. The technician came and after trying to ****** the issue for about 45 minutes left without discovering the problem. Another technician arrived after one week, he stated that the compressor got broken and it looked like this problem was caused during the production process by the factory. He was supposed to order a new compressor and to replace the broken one. However, the new compressor was not available in the warehouse and it was a back order. We were notified that the waiting time for delivering the new compressor would be 14 calendar days which has never happened until today, October 21, 2023. During these more than 5 weeks of living without fridge *** ****** * ******** ** ****** *** in my household I contacted Whirpool Canada countless times seeking help which they refused to give. I asked my fridge to be replaced, I asked for a financial compensation, I asked for a temporary fridge to be provided for the period of waiting of the new compressor, I asked to be provided with at least a small size fridge to be able to store essential food like milk, eggs and butter - I got refused. Their supervisor ***** offered me $250 CAD to buy a small size fridge, and when I said that was not enough, she said: 250 is the max! **** ** * *** * ****** ****** **** ************ ****. Having paid $15K for the fridge and hoping to get a reliable service from a reputable company I have been feeling disrespected, humiliated, neglected and simply desperate. A ridiculous amount of food was thrown to the garbage at the time of crazy prices. To the present moment I don’t know when Whirlpool Canada repairs my fridge and if they repair this at all.

  Business Response

  Date: 26/10/2023

  We have spoken to Ms. ******* ************ and we are in the process of working on a resolution.