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:03/25/2024

  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.

  Purchased washer 11/22. Machine from beginning has had operating issues. Not filling to the right water level, water solenoid going out, and 2 computers replaced. Machine has WIFI capability. We do not have phone WIFI. We are on limited income. When calling this morning and asking what was going to be done with washer that won't work on certain cycles, was told we would have to hook up WIFI to machine before they will do anymore. Repair man said he could do nothing else. And could not make WIFI work on his phone. Our phones do NOT have a WIFI plan. This machine has an extended warranty plan until November of 2024.

  

  Business Response

  Date: 04/09/2024

  See attached response from the business.

• Initial Complaint

  Date:03/08/2024

  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.

  We bought a 5 years extended warranty on 2 built in kitchen aid refrigerators with AIG.
  
  AIG mixed up the model numbers and serial numbers of the 2 refrigerators on our valid contract (expiration 2/15/2025)
  That means that right fridge model number with left fridge serial number.
  Left fridge model number with right fridge serial number.
  
  We’ve had issues with the freezer all the time. Especially the left freezer.
  We always got service calls, but the problem always kept happening.
  
  A fee times we were left with no freezer for a FEW MONTHS AT A TIME waiting for parts and not given a time estimate for when the parts are coming.
  
  Recently I was advised that the numbers are mixed up on the warranty and needed to be fixed up.
  The difference is between the R for “right” fridge and L for “left” fridge by the model numbers. That’s it. Easy mistake. Easy fix. Was done by AIG. I sent the refrigerators stickers as well.
  
  I reached out to try to change it.
  The representative (****) asked for original proof of purchase which I provided, and dragged me a few weeks before telling me that my contract is canceled for no reason. They’ll refund back the one year left on my warranty MINUS ANY SERVICE CALLS THEY PROVIDED-
  Buying a new warranty would cost much more now and I won’t be refunded any money because of the service calls that were needed.
  
  My warranty is still valid.
  My fridge is broken now (again!) and needs service. We have 7 kids - one is a newborn and the fridges are very needed.
  
  I don’t want to loose my warranty.

  

  Business Response

  Date: 03/26/2024

  Please accept this response to the above referenced complaint that was filed by the
  Complainant with the Better Business Bureau, Inc.
  We have completed our investigation of the concerns that were expressed by
  the Complainant in the complaint, and our response was sent directly to
  the Complainant on February 26, 2024, via email.
  Thank you for the opportunity to respond to the complaint. Please contact me with any
  additional questions regarding the above.

  Customer Answer

  Date: 03/26/2024

  
  
  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,
  
  
  
  **** *******
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:03/08/2024

  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 a brand new ********* washer and 5yr. warranty in 2022. it's never worked Properly, not the washing and/ or spinning process. The company has sent their services to my house 8 times from ***** Appliances and *** service. Within these 8 times of them coming out, they've put several parts on it and did "repairs" but my washer has never worked properly. I'm assuming it's a manufacturing error that's inside the machine that they cannot fix and I would like a new washer and if not a refund.

  

  Business Response

  Date: 03/20/2024

  Please accept this response to the above referenced complaint that was filed by the
  Complainant with the Better Business Bureau, Inc.
  We have completed our investigation of the concerns that were expressed by
  the Complainant in the complaint, and our response was sent directly to
  the Complainant on March 20, 2024, *** email.
  Thank you for the opportunity to respond to the complaint. Please contact me with any
  additional questions regarding the above.

  Customer Answer

  Date: 03/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have gone through enough trouble with this washer. Your company is not standing by the warranty contract and if need be I will take legal action.
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:02/26/2024

  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.

  I cancelled my contract on January 16, 2024 and requested a refund for the 2 remaining years because I had to get a new refrigerator. I was told I’m not due a refund even though you can see from the attached that I have 2 years remaining.

  

  Business Response

  Date: 03/07/2024

  We submit this letter in response to the complaint that was filed by ****
  *********** with the Better Business Bureau regarding a ********* ******* ****.
  We have completed our investigation of the concerns that were expressed by Ms.
  *********** and our response was sent directly to her on March 7, 2024 via email.
  Should you have any questions or require additional information, please contact
  me directly and reference our file number, *********** 

• Initial Complaint

  Date:02/05/2024

  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.

  see attachment
  *****************************************************************************
  *****************************************************

  

  Business Response

  Date: 02/26/2024

  Please accept this response to the above referenced complaint that was filed by the Complainant with the Better Business Bureau, Inc.

   

  We have completed our investigation of the concerns that were expressed by the Complainant in the complaint, and our response was sent directly to the Complainant on February 26, 2024, via email.

   

  Thank you for the opportunity to respond to the complaint. Please contact me with any additional questions regarding the above.
  

• Initial Complaint

  Date:01/09/2024

  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 purchased a ******* *** ******* Plan for all our appliances. I renewed the dishwasher/cooktop plan on 3/13/2023 for three years until 3/12/2025 in the amount of $810.80. I called about a problem with the soap dispenser in December and never heard back from them. I called again today 1/8/23 and was told they no longer service my area but they would give me $197.00 to purchase a new dishwasher.
  1) the dishwasher runs fine the only problem is the soap dispenser get stuck.
  2) my contract is good until 2025 so why would I buy a new dishwasher.
  I told them I was not satisfied and that if they were not going to fix it I wanted a full refund of my premium since I was never informed that they no longer covered my area. If I had not called with a claim I would have paid for the entire term without any coverage.
  3) In addition to the dishwasher, I have a plan on my microwave/oven combo which was renewed on 9/12/22 through 9/12/25 in the amount of $402.69.

  

  Business Response

  Date: 01/31/2024

  Attached is the response which was sent via fax and email on 1/29. I apologize for any confusion.

  Customer Answer

  Date: 01/31/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I received a telephone call from AIG stating that I would receive full credit for all my applliance premiums on the credit card that was used to pay the premiums.  I have not seen that credit issued as of yet so I do not want to accept and close the complaint yet.

  As soon I see the credit on my credit card I will then move forward.

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

• Initial Complaint

  Date:10/11/2023

  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.

  Complaint is against Kitchenaid & Whirlpool Warranty Dividions.
  We have an extended service warranty contract (********** good until Oct ‘25.
  We have placed 3 service calls: 9/28/23, 10/4/23, 10/6/23. Sharper Services is assigned each time. Confirmation sent for all dates but no one comes. Each time we call we are transferred many times even to a person who tries to convince us to purchase a home warranty policy even though we have 2 more years left on the extended warranty purchased thru Kitchenaid. My dishwasher needs service.
  Can we get a refund for the $248.70 we paid for the add’l 2 yr coverage
  Since are service calls are denied. We have proof that we paid for the extended warranty. Sharper Services ***************) says are servuce needs to be set by Whirlpool.
  Work order case #: ************** given by a rep at **************.
  We are continuing to get a runaround with several transfers from one division of AIG to another and then a website. Very frustrating. Now Sharper Service says they are not allowed to service Dishwashers out of
  The original manufacturer warranty. Ok thrn why are we always set up with them. They have rejected our service tickets and sent back to Whirlpool. Whirlpool has not contacted us to direct us to another that can repair our dishwasher. We need a refund from Whirlpool/Kitchenaid so we can buy sn extended warranty from another company so we can get our dishwasher serviced when needed. No one answers the phone! *************** The website ************* is confusing too! It’s nuts.

  

  Business Response

  Date: 10/30/2023

  We submit this letter in response to the complaint that was filed by ***** *** ****
  ********* with the Better Business Bureau, Inc.
  We have completed our investigation of the concerns that were expressed by ***
  *** **** ********* and our response was sent directly to them on October 27,
  2023, via email.
  Should you have any questions or require additional information, please contact the
  undersigned.

  Customer Answer

  Date: 10/31/2023

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** * **** *********

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:08/07/2023

  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.

  Have an extended warranty on my Maytag washer. Washer has been out of service for almost 3 months. Service company tech showed up in May and indicated that parts are to be ordered. He showed up again in a couple of weeks and discovered that he damaged the drum while taking it out. He ordered that part and indicated that it is on a back order. It is already August and AIG is refusing to replaced the machine and yet my washing machine is still out of order.
  
  Type: Washer
  Maker: Maytag
  Model: ********* *Serial Number: *********

  

  Business Response

  Date: 08/17/2023

  From: ***** **** * ********************
  Date: Thu, Aug 17, 2023 at 12:28 PM
  Subject: COMPLAINT RESPONSE: ***** ***** - BBB FILE NO. ******** - OUR FILE NO. **********
  To: **************************** ******************************* ******************** **********************
  Cc: BBB Louisville KY ********************* *********************** *************************

   

  Good Afternoon:

  
  Attached, please find our response to the subject complaint that was filed by *** ***** ***** with the Better Business Bureau.

   

  Should you have any questions or require additional information, please do not hesitate to contact me.

   

  Sincerely,

   

  **** ****

  Analyst - Consumer Complaints 

  American International Group, Inc. (AIG)

  28 Liberty Street, 22nd Floor

  New York, NY 10005-1445

   Tel. 212 458 7042

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

• Initial Complaint

  Date:08/04/2023

  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.

  AIG is a company that seek to defraud customers of other companies. I have my home appliances through Whirlpool. So, I received an email in June, stating that I would loose coverage on my oven and dishwasher if I didn't renew those services. I decided to renew my services on June 17th. The payment amount of 579.41 was taken out my account on June 20th. It wasn't until July 3, 2023, when Whirlpool emailed me stating that I had purchased coverage for my dishwasher and oven twice. In order for me to receive a refund I had to call the number that was provided to do so. When I called Whirlpool, I was informed that the other account that was associated with the 579.41 balance wasn't through them it was through AIG. I was told that I had to contact them if I wanted to cancel that particular coverage. Before all this I had never heard of AIG. Also, the email I received about renewing my appliances I thought it was through Whirlpool. I had no knowledge of this company or what they were even about. I called this company on July 7, 2023, to initiate a cancellation for those services so I can get my refund. During this time I also left a message related to this issue as well. When I finally got through to a representative they stated that those services were cancelled and I should be receiving a refund within the next week or so. I emailed a representative who have contacted me about my account before to ask where my refund was. She sent me an email that had the date 7/21/23 attached to it and the email read "processed refund amount of $579.41 by credit card". I sent that email on July 30. The dates from the previous email and the current time is not adding up. It will be two weeks since the funds where supposed to be refunded to my account. If the date of 7/21/23 is correct. It doesn't take that long for something to post into my account. I don't believe anything this company says. I just would like what's due back to me. They owe me $579.41. Terrible company.

  

  Business Response

  Date: 08/21/2023

  Please see attached response.

• Initial Complaint

  Date:07/14/2023

  Type:Billing 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 was looking to purchase the extended warranty for my Whirlpool appliances and am very concerned about the deceptive pricing information.
  Everything on the page says getting a 5-year plan is the "Best Value". That is not the case as a 3-year plan costs less per year than the 5-year does.
  In my example:
  5 year plan - $419.83 - $83.97 per year
  3 year plan - $239.90 - $79.97 per year

  

  Business Response

  Date: 08/08/2023

  We submit this letter in response to the complaint that was filed by ******* ******
  with the Better Business Bureau, Inc. regarding his inquiry into an extended
  warranty plan for his Whirlpool appliances.
  We have completed our investigation of the concerns that were expressed by ***
  ****** and our response was sent directly to him on July 24, 2023, via email.
  Should you have any questions or require additional information, please contact the
  undersigned.

  Customer Answer

  Date: 08/15/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: A longer term does not mean it is the "best value" alone. A "best value" would indicate the cost per unit (years in this case) is lower the more you purchase. That is not true in this case.
  
  
  
  Sincerely,
  
  
  
  ******* ******