Complaints

This profile includes complaints for Whipple Service Champions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Whipple Service Champions

  963 W Folsom Ave Salt Lake City, UT 84104-1130

  
• 

  Whipple Service Champions

  1152 W 2400 S West Valley City, UT 84119

  
• 

  Whipple Service Champions

  511 E Saint George Blvd Ste G Saint George, UT 84770-3096

  
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  Whipple Service Champions

  1805 W 2900 S Unit 1 Ogden, UT 84401-3264

  
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  Whipple Service Champions

  754 S 400 E Ste 206 Orem, UT 84097-6342

  

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:07/03/2024

  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.

  In February 2023, we needed some assistance with an electrical outlet that was having issues. We called Whipple and they came out and they were able to assist with getting this fixed for us which was great. But that's where my good experience ends. For the rest of 2023 and the first half of 2024, they have been charging me $21+ monthly. When I finally noticed, I reached out and asked what this charge was for. They said I had signed up for the "Monthly Maintenance Plan". Needless to say, I do not remember doing this nor did I use their service. Multiple times I've emailed, called, and sent texts trying to get them to call me back about a refund. I have not received a response except for a text saying "It's been sent to our *************************** but nothing else. They charged me again in June 2024 after I specifically told them to cancel my account in May 2024. I would like a refund of my money as again, I never used this Maintenance Service nor do I recall signing up for it.

  

  Business Response

  Date: 07/29/2024

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

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience and frustration this situation has caused you.

  Upon reviewing your account, we have confirmed that a Whipple Club Membership was indeed active, resulting in the monthly charges you mentioned. We understand that this membership was not utilized and that you do not recall signing up for it. We take such concerns very seriously and want to assure you that we have taken the necessary steps to resolve this issue promptly.

  We have processed a full refund for all charges related to the Whipple Club Membership. Additionally, we have canceled your membership to ensure that no further charges will be applied to your account.

  We processed the refund on July 10, 2024, and you should have that back in your account by now. If you have any questions or need further assistance, please do not hesitate to reach out to me directly at ************.
  Once again, we apologize for the inconvenience and appreciate your patience and understanding. Thank you for giving us the opportunity to address this matter and improve our services.

  Sincerely,

  *********************
  Whipple Service Champions 
  Client Relations Coordinator

• Initial Complaint

  Date:03/06/2024

  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 bought a furnace from Whipple with a 10 year warranty for parts, labor and if needed a total replacement for the furnace. That was in 2017. At the time of the installation Whipple told us that had been a mix up on the furnace brand, but that the furnace they brought was guaranteed for 10 years including labor, parts and replacement if necessary. We have had the furnace routinely serviced every year, but still it has broken down 2 to 3 times every cold season and had to be repaired and parts replaced. So far this year ,( Jan. Feb.), the furnace has already broken down 2 times and parts replaced. On February 25 , 2024 the Whipple technician that came to repair the furnace took it all apart and showed us all the defects and many worn parts, stating that furnace had so many broken and worn parts that it would not last out the season and needed to be replaced as per warranty. He told me he notified the service manager, who would call me the next day, As of the 26 of February we have not heard a sound from Whipple. I have contacted their customer ********************** ***** daily since then, but the manager has not called, texted or emailed me. All get are assurances that the messages were given to the manager. I have all of the paperwork on the contract and warranty as well as the frequent break downs. As well as the info on the furnace they were supposed to install.

  

  Business Response

  Date: 04/11/2024

  We have been in constant communication with ****** regarding the furnace issue. We have presented them with two options that would resolve the complaint. ****** is still discussing options with his spouse and is going to get back to us with their decision. We are waiting to hear back from ****** on this issue.

• Initial Complaint

  Date:11/02/2023

  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 24 Oct 2023 Whipple Services came to my home to asses a Generac generator that was not functioning. They performed a 30-min assessment, after which they told us they could fix the issue for $400 but would not tell us the exact problems they would be fixing. When I asked more questions, I was informed that it would actually be $482 but the Whipple technician promised that he would get the generator running again despite still refusing to tell me all the issues. I agreed to the $482 for Whipple to do the repairs and get the generator working. However, 30 min later, I was told they in fact could not fix the generator but still expected full payment and requested I sign a form to indicate I was satisfied with their work. I refused to sign the paperwork and indicated I wanted to dispute the charges. I have since attempted to contact management six times to discuss the issue but have not been able to get in touch with them. I received one call in return, which I was unavailable to take, but no message was left and my attempts since then to return the call have gone unanswered. I would like help resolving the issue because I'm being charged for services they did not perform.

  

  Business Response

  Date: 11/08/2023

  We want to apologize for the inconvenience and stress our client experienced during the time he was unable to reach and speak to our Service Manager. They have now had a chance to have a conversation and resolve the situation. They came to the resolution that there would be NO  charge for the diagnostic visit since the problem with the generator was unable to be resolved. 

• Initial Complaint

  Date:10/27/2023

  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 have used whipple service technicians. Our first experience was great. Since then it seems we have technicians who are inexperienced. We have had our new A/C break after whipple service came for maintenance, Our 2-year-old dishwasher, and our Water heater makes a loud singing noise. We have had other professionals look at the items. When they last serviced our water heater in September they turned the valve to very hot. The singing noise started shortly after, and then the heat pump on the water heater went out. Both were attributed by another plumber as probable cause being when they came that the water heater was turned to high by the Whipple service technician. I called Whipple to have a service tech come out. They came on 10/10. He did some service however the water heater is not fixed. We have since replaced the dishwasher as well. I asked the tech to have the manager call me and have not heard back, I called Whipple on 10/25 and asked fo the manager to call, I then called on 10/27 and asked for a manager. I still have not talked to a manager to discuss the issues. The last time I called Whipple was disappointing and unprofessional, I was also told it will take several more days for a manager to call back?

  

  Business Response

  Date: 11/07/2023

  Our Plumbing supervisor has been in contact with our client. He will be going to their home to work out issues. We will reply back with an update once the problem is solved. 
  .

• Initial Complaint

  Date:09/14/2023

  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 have no idea how whipple had my review erased. I am totally unsatisfied with the services provided by this company! My first encounter with them was when I first bought my home. I signed up for the champion subscription and made an appointment to have my ac unit serviced. The service man showed up and un-plugged the ac unit and said he would come back later that day to finish the job. He didnt come back, he didnt call to reschedule and when i called the office they told me he was still coming and nobody ever showed, they just left us without ac for the weekend in 115 degree heat! Now keep in mind that I now have to pay for the entire year because they will not let you cancel the subscription... A rep from the office calls me to offer an appointment for a water heater flush to make sure our heater is in top shape, because its included with my plan i say yes. Two days later i have to replace my heater.

  

  Business Response

  Date: 09/21/2023

  In regards to the issue with a/c during the summer, we did provide service at no charge and made sure customer was happy with end results.  As far as the water heater leak, we scheduled to perform a free water heater flush, which our customers get with our membership program. When we began to flush the unit we noticed there was water holding in the safety drip pan. We showed the issue to the customer and explained there might be a leak on the unit and that the unit is under manufacturer warranty and that a simple water heater flush, which is required/ recommended to preserve the life of the unit, should not cause a leak. We made contact with manufacture and verified the unit is under warranty. Unfortunately the labor warranty is up and they would not reimburse for labor to us or customer. We left the customer estimates for repairs and replacement. Did not hear back from customer and made several attempts to contact and resolve issue. We did eventually make contact and ask customer which route he would like to take and if we could help in any way, Anthony's reply was "I already replaced the water myself". When asked if there was anything else we could do, he asked to please discontinue membership. Whipple Service Champions has stop membership and is reimbursing the money he already paid toward membership. 

  Customer Answer

  Date: 09/21/2023

   
  
  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. when will my money be refunded?
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:07/26/2023

  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.

  Hello. This MAY be a health issue as we are still not sure. The issue is that we are smelling mold or something like a mildew smell coming from both our upstairs tubs/showers combos. Whipple came to our dwelling stating that they could resolve the issue. They spent two hours in our home using our water and electricity to power jet the pipes even though we told them they were draining fine. This is where they considered the problem to be coming from and figured their technique would resolve it. It didn't work at all. So they suggested I have a smoke test performed on all the plumbing in the home -- to help identify the source of the "leak," they presumed would be found. They promised to come back the next day - that didn't happen. I had to call them two or three times to get their attention. They finally came back the following Monday - but they never bothered to tell me they'd be delayed. They arrived for the smoke test and needed to borrow my ladder to get on the roof because they didn't bring one. After the smoke testing was complete, they wanted to charge me again -- the exact same amount ($864, which I found odd) for the smoke test as was charged for the jetting. I complained and they agreed to forfeit the double-charge. Oh, but they charged me $288 for climbing on to my roof and using my ladder. Since this time, my wife and I have called them four times to try and get them to update the invoice to reflect the charges for the smoke test INSTEAD of the jetting, because that is the actual work that was pertinent to our need, and there is a chance our homeowners' insurance policy will pay a portion of that. They will not pay anything if the invoice reflects "jetting." Whipple management agreed to update the invoice, but when we finally got it (a week after these 4 attempts), it was the exact same invoice for the jetting. Frustrating and ridiculous 7/3/2023, 7/13/2023, &7/17/2023, Invoice numbers ********* & *********, for $864 and $288, respectively.

  

  Business Response

  Date: 07/27/2023

  BBB and *****,

   

  I am very sorry for *****'s experience. I just talked to ***** and offered a refund on the drain work. We are fixing the invoice as well to help with his insurance claim The Issue of smells can be extremely challenging to diagnose. The exploration is invasive to a home. And ***** has experienced that now. We are planning a future meeting to explore this smell and find out if its a plumbing problem Whipple can solve. We appreciate *****'s patience and are glad he has given us the opportunity earn his business back.

   

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

  Plumbing Department Manager

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20381148
  
  I am rejecting this response only because I haven't received the promised follow-through within the 7 days required for this BBB claim.  Whipple manager ************************* did indeed contact me and I was in agreement with his offer of a refund and a personal obligation to come see me and try to win my business back. Inasmuch as it has been 7 days, I would have expected a call back to schedule a time with me. I also tried to call ***** at the number he gave me as his personal number, but the number went to a receptionist, and they said they would leave a message. I have no way of knowing whether that happened or not. And we haven't received the refund he promised either, so not sure where this leaves us. I feel a little bit betrayed.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/17/2023

  We sincerely apologize  that your concern has not been completed in a timely manner. We are continuing to work on a complete resolution to satisfy your needs.. The promised refund has been credited back to your credit card account. Our ********************** manager will be contacting our client to schedule a time to meet with him and address his other concern.

  Thank you,

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

   

• Initial Complaint

  Date:07/25/2023

  Type:Billing 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've been trying to cancel my club membership for a while now. I'm not sure why no one is allowing me to cancel. I have contacted whipple by phone and by message form. When I called and spoke with someone, I was told that they couldn't cancel it for me and that someone would call me that same day to get it canceled. That never happened. I gave them a few days to call me, still nothing. So then I decided to use their contact form on their website. Still nothing...
  
  I don't understand why no one has contacted me and why no one will let me cancel my club membership. I just want to cancel my membership and be completely done with Whipple. I'm just tired of the unprofessionalism and them only caring about money and not about their customers.

  

  Business Response

  Date: 07/28/2023

  Membership in question was canceled on 7/13/2023 as client requested. This was a Premature cancellation. Memberships have a 12 month minimum and this client originally got their membership in Feb. of 2023. We cancelled the membership without penalty - Texted Client - We also called her today but did not  get an answer. A message was left advising her that membership has been canceled without penalty. 

  Customer Answer

  Date: 07/29/2023

   
  
  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,
  
  ***** ******
  

• Initial Complaint

  Date:05/19/2023

  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.

  We needed a plumber to install a dishwasher that was dropped off to our home. On May 5, someone from Whipple came out the same day to install it. I was completely shocked to hear the price of the install was going to be $1400, more than the appliance was itself. That said, I take full responsibility for agreeing to have him install the dishwasher and pay that amount (for a job that took approximately 90 minutes - that charge in beyond unacceptable). After installing the dishwasher, it was clearly uneven. The technician fixed it by leveling the support legs. After he left, I noticed the door was difficult to open and close on the dishwasher. Upon looking at it further, it was clear that the dishwasher was set in place too high, and the control panel was hitting the screws that the technician put in above the dishwasher every time the door open and closed (the screws were also put in crooked - not flush with surface). Our brand-new dishwasher now has permanent scratches/dents in it from the control panel hitting these screws.Additionally, the connection of the new hose to the disposal was not done properly and there was a small leak when the dishwasher emptied water during the cycles. They did send someone out the next day to fix both issues. That said, I am still left with a damaged dishwasher due to it being improperly installed. For a $1400 installation service, I would have expected superior services, especially for something this simple. I reached out via email and a phone call to discuss these issues and they have yet to respond (more than 2 weeks later). I would appreciate any assistance you could provide.

  

  Business Response

  Date: 05/26/2023

  We appreciate the opportunity we have had to work with our client and correct the issues with her dishwasher install. Our goal is to provide each client with 5 STAR Service and complete satisfaction. To this end  we are providing her a Full refund. 

  Customer Answer

  Date: 05/30/2023

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

• Initial Complaint

  Date:04/19/2023

  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.

  On 4/18/2023 a technician came to our home for a clogged drain. ****************** told us that he could clear the clog, check the furnace, and the ac, and get a camera in the area that is clogged to see what the issue was for $240.00. Sounds like a great deal? He stated that if we just paid to clear the drain it would be $493.00. We did tell him that we tried to clear the line with a 100ft snake and it seemed as though it was not long enough. He proceeded to clear the drain with a 100ft snake, he said there was nothing in the drain. I asked him if it reached the road at the end of the line, and he stated he did not know, He Guessed. I told him how he knew it was clear he said it is not backing up, after flushing one toilet. He then proceeded to say that if he used a hydro jet cleaner it would be $1,900.00. He stated a camera will be placed in the line to check for a clog or other issues. I asked how long was, the camera he stated 100ft. So I asked if he could not reach the end of the line with 100ft how will a camera of 100ft reach the end? He said he did not know. I request a complete refund of $240.00 by phone and email no callback was provided by the company. We had to call another plumber who will be coming out to clear the line and use the hydro jet for $300.00. This was clearly a sales pitch. I was very disappointed with the service.

  

  Business Response

  Date: 04/26/2023

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

  We want to express our apologies for the experience that you had.  It is never our intention for you to be in a high-pressure sales situation.  We are sorry we couldn't correct the drain issue you were having, and it's great to hear you were able to find the solution you needed at a better price.  We have cancelled your membership as well as approved a refund to be processed back to you for the fee you paid for our service.  You should be seeing that within a week or two.  Please let us know if there is anything else you need from us.  

  Whipple Service Champions Team

   

  Customer Answer

  Date: 04/26/2023

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

• Initial Complaint

  Date:03/05/2023

  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 hired a whipper plumber to replace the faucet on my bath redo sink. He charged me $1148. I have ****** found out that the faucet was less than $100. He was in my home for 1 hour. Im 91 years old on a fixed income. I feel like I was taken advantage of because of my age.

  

  Business Response

  Date: 03/07/2023

  Hello Mr. *************** always try to make things right with our clients, when they are not satisfied.  When we were out at your house, you were offered multiple options, all with up-front pricing... and you chose the one that you wanted. So, we were transparent with pricing up front.  Cost of equipment is only one element of many, that is creating the total price.  That being said... we still want you to feel good about the transaction.  So when you spoke to ********, our Client Relations specialist... and supposedly came up with an additional ****** refund, the assumption was that you were satisfied.  Evidently, this is not the case, since we are here.

  We are willing to go even deeper to make sure you feel good about the work that has been performed.  We will give another ******, which would be as follows. That would make the Total 58% off the original price.

  Total 1198.00 minus 50.00 off coupon  $1148.00  agreed to amount signed by client on day of service.

  1148.00 minus the ****** given after the original complaint... price paid total... 898.00

  Today... additional ****** refund offered, from Whipple.  Total out of pocket to client 500.00  OR  less than 42% of retail price/ 58% discount.

   

  I hope this lets you know that we care about our clients satisfaction.

   

  Regards,

   

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

  Chief Value Officer

  Whipple Service Champions

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

  ************ cell