ComplaintsforElite Appliance Inc

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought washing machine from Lowes and with guarantee. I called Lowes and they told me to have Elite Appliance to have them come and work on my machine to fix it. Having to pay $189.00. Repair man said appliance needs to be leveled or it may not work. I am unable to do this as a senior. He kept saying he was trying to help me. He said everything is OK. Only would run on hot water. Right now it only runs on Quick Wash setting.

  Business response

  08/22/2023

  I would like to first point out that if there is a guarantee, it is from ****** and not from Elite Appliance. ************* also states she was charged $189, which is not true. She was charged $183.25 because her service call was not covered under warranty. Her issue was that the washing machine was only running on hot water. When my technician got to the residence, the cold water was turned off to the machine. Also, the machine was on a slope so it could not be leveled just by extending the feet. It was too steep of a slope. My technician let ************* know that the machine would have to be leveled for it to properly work which ************* states in her letter. He did not tell her she had to do it, but that for it to properly work it had to be leveled. Elite Appliance is a warranty repair company and if the issue is caused by user error or an installation issue, we have to charge for our diagnosis which is what happened in this situation. Our initial visit to any customer is never to repair, we have to diagnose the issue first which is exactly what happened here. ************* signed off on the diagnosis and we explained to her that it would not be covered under warranty because the cold water was turned off and the washing machine was not level. If ************* has an issue with the Whirlpool warranty coverage, she will have to contact Whirlpool directly, but their warranty coverage is spelled out to customers online and in their appliance paperwork.

  This is from the Whirlpool website, ************* falls under category 4. She even states in the letter that we need to show her how to use her machine, this is 100% not covered under any warranty company's coverage.

  What is not covered under a Whirlpool appliance warranty?
  The Whirlpool appliance warranty only covers labor and factory-specified replacement parts. It does NOT cover the following:
  Appliances used in commercial, non-residential, or multiple-family settings
  In-home installation or instruction on how to install and use your product 
  Service to appliances damaged by improper installation or appliances installed not in accordance with electrical or plumbing codes 
  Service damage caused by using parts that arent Whirlpool brand 
  Any damage caused by accident, misuse, abuse or natural disasters 
  Cosmetic damage
  Repairs caused by unauthorized modification of the appliance 
  Discoloration, rust or oxidation caused by corrosive environments 
  Pick-up or delivery 
  Conversion of gas products 
  Removal or replacement of built-in fixtures that interfere with servicing the appliance

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