ComplaintsforGuinco Service

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family is having oven issues. It's a gas oven and will not light. Guinco has been out to the house 3 times now and they are coming out for believe it or not a 4th time because they can NOT fix this oven and REFUSE to tell Whirlpool that it is a LEMOM. They continue to waste my family and I time. The first time they came out, they did not disclose to me that there was a gas leak, potentially putting the risk of my family and I life. But they don't care and can't fix the issue. I wonder how many more times they will try to come out. I AM DEMANDING that they tell Whirlpool that they can't fix it because clearly they can't. I am seeking legal counsel because they put my family at risk.

  

  Business response

  04/15/2024

  **************,
  
  Thank you for reaching out. To clarify, there has been one documented repair attempt reported to the manufacturer. We acknowledge your second repair request has been created and scheduled for 4/15/24. 
  
  As previously communicated, Guinco Service does not possess the authority to declare a product un-repairable or label it as a Lemon; this determination rests solely with the manufacturer. It hinges upon the repair documentation provided by **************, input from the manufacturer's technical assistance line, and engineering notes pertaining to your specific case.
  
  We urge you to be cautious about the accusations you're publicly airing regarding the repair where the regulator was replaced, ************** identified a leak in your old gas line during the process. This was duly documented, and you were provided with a copy of the documentation via email. Additionally, the technician demonstrated to you the leak point using a bubble test, prioritized your safety by shutting off the gas supply, and promptly ordered a replacement gas line. We expedited the part order and scheduled a return visit within 48 hours, accommodating your request for after 3 PM. It's important to note that you were fully informed of all the findings from each visit.
  
  While we understand your request and demands, it's beyond our capacity to fulfill as it ultimately lies within the manufacturer's jurisdiction.

  Customer response

  04/15/2024

  Complaint: 21561013
  
  I am rejecting this response because:

  I have the invoices! So far there have been 3 visits. I have attached all of them to remind you of this long and horrible process. On invoice 3/27/24 (Yes this process has been going on for this long) you can clearly see that there is NO mention of a gas leak. It does mention spark module replacement. It then says in the report of ordering control and valve, NO mention of a gas leak, risking my family's life.

  Now let's go to the 4/3/24 invoice, and NOW we have a gas leak mentioned. The write up also states replaced a "refrigerator" I hope that the Guinco tech did not touch the refrigerator because nothing was wrong with that. Regardless he is unable to light the oven. 

  Now let's go to 4/5/24 and again the tech is unable to light the oven. It takes multiple phone calls to his superior and is able to get it to light. He tries again and unable to do it. Another phone call ensues and now he is able to light it 6 times in a row. The tech leaves and 30 minutes later i go to light the oven AND IT IS CLICKING AGAIN. NOT working and it is a LEMON.

  I called and left a message and on that following Monday they told me i had to wait A WEEK for another rep to come out. This will now be the 4th time they are coming out and who can trust service providers like this?

  The invoices read clear as day and again, your team failed to inform my family of a gas leak on the first service call of 3/27/24. That COULD HAVE killed my family as the tech said that we could still use the stove top in the time being as we waited for more parts.

  
  Regards,
  
  *************************

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 27 2023, Guinco came to inspect our oven. The technician arrived with a rolling device to assist with the weight of the oven. However, our double oven was too low to use the rolling device.Despite this, the technician proceeded with the service and completed a brief assessment. To my surprise, I was then presented with a bill totaling $145 for the service. I believe it is unfair to charge for a service that did not address the issue at hand, especially considering the technician's acknowledgment that the rolling device was not suitable for my oven.I contacted Guinco's customer ********************** to address the matter and requested a refund of the $145, as the service did not provide a resolution to my oven problem. Unfortunately, I was met with resistance, and the company has refused to refund the charges.

  

  Business response

  01/08/2024

  Our company has a trip and diagnosis fee, which was clearly communicated to you when you initially reached out to us. A technician was dispatched to your home to assess your oven. During the diagnosis, it was observed that when the oven elements activated, the lights flickered, indicating a potential electrical issue with the power supplied to the oven.
  
  The technician, equipped with an oven dolly to assist in most installation variations, attempted to uninstall the oven for further checks. However, due to the oven's installation just above floor level, the equipment was not sufficient. Uninstalling the oven would require the assistance of a second technician, incurring an additional uninstallation charge.
  
  In light of the situation, the technician provided an estimate for a potential control board replacement if the electrical supply to the oven was confirmed to be satisfactory. Our understanding was that you would arrange for an electrician to inspect what would be the more likely cause for the concern of the breaker, power connections from the breaker box to the oven, and contact us if any further concerns arose, prompting a rescheduled visit with a second technician.
  
  Despite our willingness to address the issues and continue the diagnostic process, you declined a return visit and instead requested a full refund. It's important to note that we had already provided the agreed-upon services up to the point of incurring additional charges due to the unique circumstances.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/19/2023 guinco repaired our 9 month old dishwasher through a warranty claim with whirlpool. On 9/23/2023 we used the dishwasher for the first time and started smelling a strong chemical odor and noticed smoke coming from the unit. We opened the dishwasher to find the spray arm was sitting on the drying coil and had been melted in half and the drying coil itself was melting away. Thank goodness we were home to catch this. Our house was full of chemical smell and now my dishes are ruined that were in the dishwasher and we are left with a toxic smelling dishwasher sitting in our house. When I spoke with Guinco about the issue, they stated they are not responsible in handling or replacing anything. Whirlpool has agreed to reimburse me for my dishwasher so i can get a new one but neither Guinco or whirlpool agree to install or cover the cost to install a new dishwasher. All Im asking is for Guinco to be held accountable and cover the cost of installing a new unit as this issue was caused by a mistake on their end.

  

  Business response

  11/14/2023

  We are aware that the situation has been handled by Whirlpool Legal due to its escalation. We maintain our stance that ************** did not cause any damage to the dishwasher's spray arm. If the resolution involves obtaining a replacement, it is not within our company's purview as our expertise lies in appliance repairs. Whirlpool Legal ultimately determines the course of action in terms of installation or replacement.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about 7/26/23, I called and scheduled a service call with Guinco, regarding my Dryer which had just stopped working.The Guinco serviceman came to our home on 07/28/2023. The problem with the dryer was explained as follows:The Dryer was working and when it finished a load of clothes, after opening the Dryer door to unload the clothes, I noticed that it was extremely hot. When I loaded the next set to dry the Dryer did not work at all.After inspecting the Dryer, the So called Guinco Technician informed me that the problem is a simple burned-out fuse, and it would cost $367.40 to have it repaired. I specifically asked, why did it get so hot to burn the fuse to begin with?He said it may have had some lint blocking the vent. (But there were no lint blocking the vent)Again, I expressly asked, so by spending this $367.40, the problem will be solved, and I do not have anything to worry about? Because I do not want to spend good money and later you tell me that it did not fix it and there is more to be repaired. In that case I would just go and purchase a new Dryer. The Technician assured me that this fuse replacement is guaranteed to take care of the problem.Right after the technician left our home, I did a load of laundry. The Dryer worked, but again at the end of the cycle, it was extremely hot, and not only did it destroy the load of clothes inside, due to the extreme heat, but again it would no longer work. This was the same exact problem that Guinco was called to have repaired and promised that it was done right. It only worked for one load, in approximately 30 minutes after the technician left my house, and not only the same problem was still there and the Dryer over heated and stopped working, but now a whole load of clothes was ruined due to excessive heat. I called Guinco immediately, and they told me exactly what I did not want to hear:1)There may be other problems with the Dryer, and it would cost more to fix. And2)We can arrange for a technician to come back in ten days. So I would be with a non-working Dryer for a long period of time, and would certainly have to spend more money to TRY to have this Dryer repaired, which was my concern initially and I expressly told the Technician, that If I have to spent any more money to have this problem fixed, it does not make sense, because I could simply go and buy a new Dryer that works and is under warranty, but he assured me that by spending $367.40 the problem would be resolved. Well, not only was it not resolved but it ruined a load of clothes as well.I ask you, what did I gain by Guincos so called service and repair??I respectfully ask for a full refund of this charge and protect the consumer against such horrible and useless service which Guinco charged. If you have any questions or clarifications, please do not hesitate to contact me.Sincerely.Foad ***************************

  

  Business response

  09/11/2023

  We apologize that the repair did not meet your expectations. Upon reviewing the situation, we identified some inconsistencies and information based on the technician's notes and the recorded post-repair phone call.
  
  Your initial complaint was about your dryer not turning on, and we promptly scheduled a service for the following business day. The technician confirmed the issue upon arrival and conducted thorough tests. The investigation revealed a failed thermal fuse, an airflow "fail" reading was showing the initial cause on the testing meter. The technician provided a quote for both the part replacement and labor. Additionally, it was highlighted that the home venting system needed attention to prevent future failures of this kind. With your approval, we proceeded with the repair.
  
  However, a call was received 58 minutes after the technician's departure, reporting that the dryer had failed again. During this call, our representative inquired about the venting issue. It was stated that the venting had been checked and no problems were found. We expressed our commitment to resolving the issue and informed you that we would revisit the problem under our parts and labor warranty, without any charges, extending a prompt return of 3 business days due to the need to to acquire the part again becaseuse of the one that was on the technician's truck was used on your service.
  
  You requested a return visit the same day or the next day for an immediate repair, threatening a credit card dispute if not fulfilled. Regrettably, due to scheduling constraints for part reordering, we were unable to accommodate this request. This situation understandably led to frustration, and you informed us that you had purchased a new dryer, planned to dispute the charges with your credit card company, and terminated the call.
  
  We have since received notice of the credit card dispute and are actively working to substantiate the charges. Despite this, we are unable to consider potential refunds at this time. We believe that we acted in good faith and that the subsequent failure *** have been related to an underlying issue of the airflow, that *** have caused additional failures as well.
  
  We regret any inconvenience caused and are committed to resolving the matter fairly, but are limited at this time due to the active dispute process.

  Customer response

  09/11/2023

  Complaint: 20537054
  
  I am rejecting this response because:

  When the technician arrived, I specifically told him that the Dryer was extremely hot during the last load, after which it stopped working completely. The technician said that the fuse is burnet and by replacing it at a cost of $367, everything will be fine. Again, I asked him: There must be a problem which would cause the fuse to burn out in the first place, and I do not want to spend any more money to repair this problem., because it does not make sense. I can go and buy a new Dryer instead. He said there might have been a lent problem (There was absolutely no Lent problem, and the vent was perfectly clear). 

  So, when the fuse ***** out AGAIN by doing a single load, and there is still the same problem that the Dryer is overheating and extremely hot, after just one load. and the Dryer stops working again with the same problem, after just one load, this tells any logical person that the problem is not just the fuse replacement, and if the fuse is replaced again, all it would do is one load and totally destroy the clothes and burn out the fuse again. So, by you coming back and only replacing the fuse, that alone will not fix the problem and obviously more money has to be spent on this old Dryer to fix the actual problem, which your technician did not diagnose. This is exactly what I wanted to avoid and was promised by your technician that will not happen, and by spending $367 my Dryer will be working just fine. 

  This is ridicules, your company came out and got paid $367 to fix a problem. The repair lasted for one load, during which all the clothes were ruined, because the original problem was not diagnosed and repaired. Therefore, the Dryer continued to be extremely hot and burnt out the Fuse again. Tell me, except for a load of damaged clothes, what did I gain by your so-called service and repair of this Dryer that I should pay you $367???
  
  Regards,
  
  ***************************

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/2 the technician came out to inspect our ice dispenser due to our freezer not dispensing ice. Here is the technician's notes: Found ice maker bucket to be full and ice frozen together, removed bucket and saved some ice. Cleared out bucket and put some ice back in and tested dispenser. Unit now dispenses ice and is working as intended. Advised customer to clear out ice bucket every 2 weeks to prevent issue from returning. Collected $210.00 This did not resolve our issue & the ice was still not dispensing despite the technicians notes to the issue being resolved.On 6/13, the technician came out again. Invoice notes: ice doesnt dispense and ice maker drops bricks. Checked over ice maker and found ice maker mold heater not working properly. Replaced ice maker and advised customer to give ***** hours for ice production to resume. Collected $269.48, all checks out. [F12] -This did not resolve our issue & the ice was still not dispensing despite the technicians notes to the issue being resolved. In addition, the issue was not with our fridge making ice, but rather it not dispensing it. On 6/24 the technician came out again. Invoice notes: unit makes ice properly now but doesnt dispense. Ice bin shaft is stripped & wont move under load with ice in bucket. Explained to customer that ice maker was original issue but due to ice clumping from old ice maker, ice bucket shaft got stripped out causing dispense issues. Customer declined repair at this time.- We declined the repair due to the multiple attempts of the technician stating the issue was resolved. We feel as though we paid for a part on 6/13, that we did not need & a thorough inspection was never done on the initial appointment on 6/2 AND 6/13. This has been an ongoing ************ requested for a supervisor to reach out to me twice now, with my latest request being on 6/18 & have yet to hear back. All we ask is for this to be resolved. I refuse to pay for a part that I am uncertain will resolve my issue.

  

  Business response

  07/24/2023

  Dear *************************,
  

  Thank you for your detailed explanation and genuine concern regarding the issues with your refrigerator's ice dispenser. We have thoroughly reviewed your history with us and are aware that a technician has already visited your location and ordered the necessary ice bucket. Additionally, there are notes indicating that during the return visit, the technician will consult with a supervisor to discuss the repair costs, aiming to assist you in resolving the problem.
  We completely understand that some customers may underestimate the complexities involved in seemingly simple tasks, such as dispensing ice from a refrigerator. It's important to highlight the various components and processes that play a role in this seemingly straightforward action.
  

  Firstly, there is a paddle that the ice presses to activate a switch, followed by a control mechanism that opens a motor to operate the ice dispenser flap. This flap is equipped with an air seal, next action to activate a motor responsible for turning a coupling. This coupling, in conjunction with the ice bucket, rotates an auger blade, which ideally should separate the ice into small, individual pieces that can smoothly flow through the ice chute without any blockages.
  

  However, several factors can impact this process. The quality of the ice itself plays a crucial rolewhether the ice is in small, broken-apart pieces or if it's frozen together, forming clumps that might jam up the dispenser. Additionally, unusual occurrences like a "****** bar" clump can further complicate the situation.
  

  Our technicians are highly trained to carefully inspect all these aspects, but sometimes, even minor and seemingly unrelated issues can lead to more significant problems during the troubleshooting process. In your case, we identified a minor issue that eventually led to a more obvious problem, causing another part to fail.

  
  Despite the unexpected challenges encountered, we remain committed to resolving your situation satisfactorily. Our aim is to provide a fair evaluation of the expenses incurred and the necessary measures to rectify the issue at hand.

  
  Rest assured, we will continue to work diligently to find the best solution for you and ensure that your refrigerator's ice dispenser functions flawlessly once again. Your satisfaction is our top priority, and we appreciate your understanding throughout this process.

  
  Thank you for your patience and cooperation. If you have any further concerns or questions, please don't hesitate to reach out to us.

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Dec 2022 Guinco came out to our home (at the request of kitchen aid) to repair our refrigerator ice maker and water dispenser. He tested the water and determined it was a faulty filter and ordered a new ice maker. The next day we put in a new filter and the water worked fine. The day after that we noticed water on the floor by the fridge. I called guinco that day and they said they would try and send they guy over after his other appointments. It started getting late (after 6) and we figured out it was from the water dispenser so we told them it was ok if he didnt come and we just wouldnt use the water. He was coming the following week to install the ice maker and we asked if it could be managed then. When he came he realized he had forgotten to put a cap back on in the back and thats what caused the leak. After that I noticed there was water damage in the cabinet around the fridge. I called and told them and they asked for a photo which I sent (attached). The ice maker they installed was installed wrong and wouldnt stop making ice. When I opened my freezer ice spilled everywhere. They had to come out again and do it again. I again pointed out damage. Finally in early January they got it fixed and I followed up about the damage. They told me they were denying my claim because I told them not to come when it was leaking. Thats not what happened and I have the texts to prove it. After several back and forths, they simply blocked my phone and e-mail and refused to communicate. Fast forward to this week. The ice maker isnt working again. Despite their 90 day parts and labor guarantee they are refusing to service it. I want my ice maker to work and my cabinet to be repaired and they wont do anything. Please help!

  

  Business response

  03/29/2023

  We have offered to have the minor damage to your cabinet repaired, to which you chose not to move forward. At the first instance you found water on your floor, we scheduled a technician to come back out to assess the issue, to which you had responded prior to his arrival that you no longer needed him back out. At this time, you have harassed our administrative employees enough and precautions had to be taken to protect them. Asking for a full cabinet replacement and money for your time is not in line with the minor damage that we had offered to repair as a courtesy.

  Customer response

  03/29/2023

  Complaint: 19868918
  
  I am rejecting this response because:The response is patently untrue. There was no offer to repair the cabinet, I would have accepted that. They told me they would not be repairing it. At no time did I ever ask them to replace the entire cabinet. I called to follow up on it and was repeatedly promised calls back which never came so I called again. I did not harass the staff, I asked to speak t someone with decision making power and was never afforded that opportunity. They refused to discuss it and blocked my email and phone. Now, the repair has failed again within their 90 day time frame and they are refusing to service it, regardless of their stated guarantee of 90 parts and labor on repairs. This was not addressed in the response. I called (using *67 so my call would go through) and they connected me with a supervisor about the new issue. At one point the gentleman said they could give me back what I paid for the repair. As I started to tell him that wouldn't work because ********** paid for the repair, I didn't even get out the whole sentence before the supervisor hung up on me. 

  To sum it up, Guinco was negligent in their work which caused damage to my home and they have refused to repair it. There is zero communication saying otherwise, they never made an offer. Guinco also did poor work that didn't even last 3 months and are refusing to fix it, despite their guarantee. 

  I would prefer to settle this through the BBB and save everyone the hassle and expense of attorneys, but what Guinco has done is unacceptable.
  
  Regards,
  
  *************************

  

  Business response

  04/11/2023

  *******,
  
  
  We offered to hire a handyman and send out to repair the minor damage to your cabinet. That was not sufficient for you and you demanded that we instead hire a cabinet specialist and we informed you that we could do so, per our phone recordings. You insisted that we pay you compensation for pain and suffering so that you could take time off to be available during the repair. You have been extremely rude to our staff calling us worms and filthy, among many other terms. There is a process for how escalations are handled that we follow for all of our customers should an escalation arise. Just because you demand to speak to the owner, does not mean we are going to change our process for handling these claims because you're yelling at and bullying our staff. 
  
  You have been charged absolutely nothing. The repair fell outside of our 90-parts labor warranty and therefore would be subject to a trip and diagnosis fee along with any parts and labor required to complete the repair. And just to reiterate when you initially called a couple of months ago, we came to your home and completed the repair. After you called the following day about water being present, we rearranged a technician's route to come look into the issue. The appointment was canceled at your request as you no longer thought it was an issue.
  
  
  Again, we tried to rectify this issue with you but because you cannot have a conversation without raising your voice or being rude to our staff, we will not tolerate further communication. Tell us why here...

  Customer response

  04/17/2023

  Complaint: 19868918
  
  I am rejecting this response because: this is not an accurate representation of what happened. The time line in garbled and there are severe exaggerations.

  Guinco came to my home to repair the water dispenser and and ice maker. The tech came out tested both. He told me for the water to work all I need to do was replace the filter and we needed the ice maker to be replaced. This was on Thursday December 8. I got the new filter on the 9th, installed it and proceeded to use the water dispenser. Afternoon on the 9th I noticed there was water coming out of the bottom of the fridge. I cleaned it up and contacted Guinco. Guinco told me they could send out a tech between 3-6 that day. I told the, it wasn't leaking any more (we figured out it was the dispenser and stopped using it) and told them we had dinner company coming at 530 that night. At 4:48 on Friday the 9th they let me know the tech was behind and he had another stop before our appt. She asked me if I wanted to cancel and asked if I had more water. When I told her no she said the tech told her everything tested and it wasn't taking when he was at my home and asked if I wanted till wait till Monday. At NO POINT was it suggested if I took them up on that option, it would invalidate my claim for the damage it caused. I said ok. When he did come out, he immediately noticed he had forgotten to put a cap back on in the back and that is what caused the leak. He apologized and told me the company would stand behind it.

  When I noticed the damage to the wood cabinetry I called Guinco immediately. They asked me to send a photo of the damage. I sent one on December 27 as seen in the attachment.

  When he installed the ice maker, he installed it in a way the on off bar would not stay up when the ice was full. It would not stop making ice and when I opened the freezer door about 50 ice cubes would fall on the floor. I had to empty the full thing of ice out daily so that wouldn't happen. When they sent me a text on the Dec 30th to remind me of the appt to install an ice maker again I asked about the cabinet. I was told it had been sent to the escalation team.

  On January 12 I reached out to follow up on the cabinet repair. She told me they were still looking at it and that sounded odd to me as they had the info for quite some time. They connected me to a supervisor named *******************. He talked to me about sending out someone to look at it and they could figure it out from there. At that point I was incredibly frustrated as nothing had moved forward. I mentioned the amount of time it had cost me as they had already been out four times and how I couldn't make any business appointments for those days as I didn't know what time they were coming till that morning. I was frustrated and angry. While I was talking to ************ he asked inquired internally about the repair to my cabinet and was able to find out they were not honoring my claim because the tech didn't come out on Dec 9. 

  After I spoke with ***********, I called the office and asked to speak with ***********************. That call as at 2:30 on January 12. I was told he would call me back within an hour. I called back at 4 and they apologized and told me he would call back in an hour. Needless to say, I did not hear back from him. I tried to escalate it further, I asked to speak to *******************, the owner assuming he didn't know what was going on and would want to make it right. He did not call back.  I called again and they told me they didn't know when I would hear back from him. I told them I would would continue to call back until I could speak to someone who had the authority to make it right. I tried calling back later in the day on the 13th and the calls wouldn't go through. I tried to email *********** and it bounced back. Guinco had blocked my phone number and email from being able to contact them. I wrote a review of Guinco on ******** and they blocked me there too.They damaged my home and then refused to discuss repairing it. Reputable businesses do not behave in this fashion.

  Fast forward to March, the ice maker broke again. Guinco has on their website that their work is guaranteed, parts and labor, for 90 days. Blocking my phone number, so it would go through, I called. They had a responsibility to repair the ice maker yet again. They told me they will not service me. When I asked to speak to a supervisor to plead my case, they said someone would call and to no-one's surprise, they did not call.

  At this point, I have just broken down and purchased a new refrigerator. I want Guinco to either find a reputable person to repair the damage to my cabinet, or alternatively, let me find someone with the understanding they will pay for it. I really don't want to go to small claims court, but if this can't be settled here I will have no other choice. 

  
  Regards,
  
  *************************

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 28, 2022, a service tech came to the house to perform a diagnosis on our Whirlpool refrigerator because the ice makers had stopped working and while trying to see what the problem was, I knocked off a cover on the lower ice and it jammed the drawer open. The tech removed the plastic cover piece and closed the freezer drawer and told my wife we needed new freezer drawer slides for around $600 to fix the ice makers. She told him to please call with cost so she could speak with me once I got home. When I learned about the drawer slide "fix" I was baffled that someone would even suggest that would fix an ice maker. Just because I called an appliance repair place, doesn't mean I don't know anything about appliances or have common sense. I called the company and explained the situation. The lady was pleasant and said someone would get back with me. I do not believe I was ever called back and I continue to receive bill notices. They want $145 for nothing. There was no diagnosis of any kind. No temperature was taken, no check to see if the water was working, not check to see if the electronics were working...NOTHING. I had hoped they would understand the issue and drop the bill but they're insistent on getting money. Fast forward to August, I purchased a new ice maker and will replace it as soon as my knee replacement allows. I will never trust this company. I want the bill dropped and for the company to never contact me again.

  

  Business response

  09/12/2022

  The customer made first contact with our company and left a message on 3/13/22 for service related to the refrigerator not cooling and a freezer door that would not close. It was mentioned that the door was duct taped in efforts to hold it in position.  Our office contacted the customer to confirm that these details were accurate on 3/14/22; the freezer door would not close, ***** was building up from it, the door was duct taped and that the fresh food section was no longer cooling. The ice maker was not the concern.  Our office confirmed with the customer (verified by recordings) that we have a $145 trip and diagnosis fee and the technician will provide an estimate for the repair, and if they chose to not move forward with the repair they would only be responsible for the $145 trip and diagnosis fee.
  
  
  Our technician arrived on 3/15/22 for the appointment, found the freezer door heavily taped shut.  The technician was able to verify the concern that the fresh food section was not cooling, the fans were functioning, the compressor was running, the freezer door would not shut and binded when trying to open it, there was heavy frost and ice inside the freezer area.  The customer advised that the unit was functioning fine prior to the freezer door issue.  After working the drawer system to allow access into the freezer, it was found a cover was blocking the drawer.  This was removed and placed back to the correct location.  The technician then attempted to loosen the rails to allow the freezer drawer to glide open and close, but continued to have binding along with a self closer spring would not function.  The tech recommended having these replaced and advised that if the unit was functioning prior to this that after the recovery stage for the freezer temperatures, the fresh food temperatures should return to normal and all other functions should begin to operate as it did prior.  This repair estimate was presented and approved, so the technician ordered the parts to ensure a proper repair.
  
  
  The customer reached out to our offices on 3/27, canceled the repair without an explanation for why and was billed accordingly for the agreement of our trip and diagnosis fee. The bill is still outstanding.  We would recommend that the customer use our bill pay link to satisfy this debt.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  May 23 Contract Whirlpool support as our refrigerator stopped working. Whirlpool said they would pay for the parts (since we have had several issues) if we paid for the labor, we agreed. Whirlpool told us to contact Guinco and they will work with them to fix our issue.May 25- Guinco Appliance Specialist (***********************) came to our house and after looking at our refrigerator, said we need a new "mother board"/"processor" as ours is bad. He told us he knew that Whirlpool approved to pay for the parts, and we approved paying the labor only. He charged us for $140 for the visit which we paid, and he told us he would order the part(s), which would take 21 days. ****** mentioned he would add a place holder to check in with us in a month. June 20- 7:00AM CST still have not heard from Guinco, we contacted Whirlpool, who told us to speak to Guinco 8:00 AM CST - We contacted Guinco, and their representative said they found NO parts have been ordered because we declined ordering the parts (per ****** Whites notes). We told the representative that is NOT TRUE as we have been waiting for over a month without a refrigerator. (Why would we decline something we are not paying for????)Guinco representative also stated that she could not find anything from Whirlpool confirming they would pay for the parts. After staying on the phone with her for over 30 minutes, she ACTUALLY DID find the memo from Whirlpool stating they would pay for the parts. We asked to talk to a supervisor - we were informed they were not available (none of them were because they were in a meeting) and that someone would call back in 2 hours June 20- 12:30PM CST - no one called us back - we called, waited for 15 min for the first rep to answer, she put us on hold another 10 min and ***** picked up (Guinco representative - assume ***** is a supervisor?) We explained the issue and she didnt see in her notes that we called that morning. We're beyond frustrated. She told us again there was nothing

  

  Business response

  06/24/2022

  It appears there have been a series of miscommunications, we apologize for how this has set you back in getting your refrigerator repaired as quickly as possible. We had not received any indication from the manufacturer, or you, to move forward with repairs until you had reached out to us on June 20th. Our notes and phone records suggest that you might have contacted Whirlpool after the service request about your issue with parts being back-ordered and had been offered for these parts to be expedited to you with an arrival time of 21 days. While we had received approval to expedite your back-ordered parts in addition to a parts authorization, our last notes to go off of indicate that the repair had been declined due to the parts being on back order. To verify these notes we also found in our files a declined estimate that was signed and a copy was provided by the email address on file. 
  We are declining your settlement option to provide you with a replacement unit. We can however move forward with repairs and go ahead and order the parts needed for the repair.  We would like to notify you that should you move forward with repairs, there will be a remaining balance due for additional labor charges to complete repairs.  Or, as a gesture of goodwill, we could offer to refund the $145 trip fee if you do not want to move forward with the repair or choose to seek another servicer.
  
  

  Customer response

  06/27/2022

  Complaint: 17451217
  
  I am rejecting this response because: I am sorry your notes are incorrect. Again* we never decline the parts/ service.  Secondly* no one every called us back to cure the issues. The last time we spoke with your rep * we asked that the parts be order* but from what we can gather* they still have not happened. Next* attached is a sign invoice that neither my wife or I signed. We are asking for our money returned plus an addition $500 for our time being wasted. 
  
  Regards*
  
  *******************************

  

  Business response

  07/06/2022

  We can offer to refund you the $145 trip and diagnosis fee as a goodwill gesture. As we mentioned before, there was no indication to move forward with repairs until June 20th. Parts cannot be ordered to complete repairs until it is confirmed that you would move forward with the understanding that there is a remaining balance due for additional labor charges to complete repairs.

  Customer response

  07/07/2022

  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.
  
  Regards,
  
  *******************************

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company was recommended by Maytag to service a washing machine purchased in 9/2020 from Best Buy. In May of 2021, service was performed for an issue with a squealing belt, but the issue corrected for only 1-2 months. Called them again for service in April of 2022, and first service call nothing was done, the technician said he needed to order parts. Came out again this week to perform repair and then told my wife that the motor was faulty and there was a water and grease leak, and needed to be replaced at $500. He said that after looking at the problem for less than 10 minutes. We decided to get another opinion, and Best Buy sent out their technician who spent 90 minutes looking at the machine and diagnosing the problem. He found that the motor was fine, not the problem, and the repair will be covered by warranty. I feel that the technician was dishonest, and I have tried to call the business several times. I have yet to receive a call back from a supervisor. They are also attempting to charge me $145 for a service fee for diagnostics, which he did not do. I will not pay this ****.

  

  Business response

  04/26/2022

  We are sorry to hear that you are disappointed with the service you have received. It doesnt appear that we were contacted within that 1-2 month period of time that you were having issues with your washer after initial repairs. Any work done under the manufacturers warranty has a 90-day guarantee - we would have been happy to take care of you under that warranty. Unfortunately, since we were not notified of issues until almost a year later, your appliance did not fall under that 90-day warranty or the manufacturers standard 1-year warranty from the stated date of purchase. Due to the length of time, this was considered a new issue that requires a diagnosis - a service that we charge for and make sure to confirm with our customers before arriving. Based on our records, it appears that you confirmed to move forward with a service appointment after we had notified you of the $145 trip and diagnosis fee. This is always charged even if a customer declines repairs. 
  Our records do not show that you would be able to have warranty coverage on any of the repairs we diagnosed through the manufacturer. As a Whirlpool-certified company, we only work with warranties through the manufacturer. We are curious if the warranty coverage you are referring to is an extended warranty provided by Best Buy. We, unfortunately, do not do work with Best Buy warranties, so this is not warranty coverage we could have had access to or even been aware of.  
  We do not find our technicians diagnosis of a slow leaking gearcase to be inaccurate or dishonest. He was attempting to fix what has been determined to be the underlying issue and to save you any additional charges should he have proceeded with the initial diagnosis of a belt replacement. Though we are still due $145 for services rendered, we will waive this fee. Please note that should you contact us for any future service, our charges will need to be collected upfront to continue for a service event.
  
  

  Customer response

  04/27/2022

  Complaint: 17100645
  
  I am rejecting this response because:

  The company has totally missed the point. I know that the service they initially provided would not be covered 10 months later. Merely pointing out that the problem was not truly fixed the first time. In regards to the service fee of $145, I expect service and diagnosis to be performed. The technician looked at the machine for 5 minutes! What diagnosis was performed in 5 minutes? I am glad the fee has been waived, will not need the services of this company in the future.

  
  Regards,
  
  *************************

  

  Business response

  05/05/2022

  Thank you for accepting our offer to waive the $145 trip and diagnosis fee. We understand your decision to not receive services from us in the future due to our disagreement on the underlying issue of your appliance and to the misunderstanding of what our trip and diagnosis fee covers.

  Customer response

  05/09/2022

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2/25/22 contacted Guinco to repair Maytag washer purchased 10/05/17. Stops in wash cycle w/clothes wet & sudsy. 3/9 technician **** arrives and is personable. Says motherboard needs replaced. Total $625.73 including $145 initial visit. We said we only paid $699 new. He said new washer is over $1k & cheaper than replacing. Assured this would fix it we agreed & part ordered. Charged us $145. Said receipt to be emailed. No receipt to date. 3/14 he replaced part & assured us problem was fixed with 1 year parts & 90 day labor warranty. Paid balance $480.73. Told receipt via email-not received. Did laundry. Same problem-not fixed. Called Guinco w/in 1 hour of **** leaving & said problem not fixed. Guinco said theyd contact ********** contact us. Didnt hear from him so we emailed. He called & said it must be something else. Said hed bring motherboard back when he came out again. Thought problem might be $60 part hed order. 3/15 called Guinco to see when **** would be back & if part ordered. Said no indication about a part ordered. Rep said shed check with **** on plan & get back to us. 3/16 we emailed Guinco asking for update. Did not hear so emailed **** with spreadsheet outlining issues with the washer. 3/23 he arrived, thanked us for creating spreadsheet. He rediagnosed & said thought it was interface or something with the keypad. It would be expensive to replace. Said hed called the technical **** to confer & hoped this might resolve the issue. We asked if he had our original motherboard & get refunded the money under the ***************************** warranty. Said he didnt have motherboard. Did we have it? Huh? Reminded him he said on previous visit hed bring it back but now said its been too long and was probably gone? We are very frustrated. We called Guinco requested full refund of the charges as our washer is not repaired. Told our refund request would have to go through a review board. We want our refund. We have lost confidence in Guinco. Enough is enough.

  Customer response

  03/30/2022

  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.
  
  Regards,
  
  ***********************

*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. ↩