Complaints

This profile includes complaints for BSH Home Appliances Corp's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  BSH Home Appliances Corp

  1901 Main St #600 Irvine, CA 92614

• 

  BSH Home Appliances Corp

  PO Box 391 Norwalk, CT 06852-0391

• 

  BSH Home Appliances Corp

  400 Princeland Ct Ste 1 Corona, CA 92879-1341

• 

  BSH Home Appliances Corp

  1901 Main St STE 600 Irvine, CA 92614-0521

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:11/21/2022

  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 have a Bosch extended warranty for the next 2 years. My dishwasher needs repair and Bosch refuses to repair or set up an appointment for me to have it repaired. Remember, I have an extended warranty! I have been given the runaround for over 2 hours. This is what I've encountered:1. Called ************ 2. Was told to call ************ (TWG/Assurant) and all the recording did was talk about a car purchase 3. Was told to go to repairpals.com (again more about cars)4. Was transferred to ************ which is supposed to be Bosch service. More recordings, nothing about dishwasher repair 5. Was told to call ************* since I purchased from Lowes ************ 6. Was told to call 888-77Lowes 7. Finally called Bosch again, ended up with an operator named ******, he was the second Bosch employee to tell me Bosch had no supervisors on site for me to speak with (must be a great job being a Bosch supervisor you NEVER have to show up for work). Then ********************* up on me.8. So I'll have to call a local repair service and pay out-of-pocket for something I've already got an extended warranty for. Guess Bosch is running a scam with some contractors.

  Business Response

  Date: 11/29/2022

  We have contacted the customer and are waiting for him to return the call

• Initial Complaint

  Date:11/19/2022

  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.

  Bosch dishwasher purchased on 12/27/19 from Aztec Appliance, including 5 yr. **************** Contract. In April 2022, dishwasher stopped working. E07 code came on 17 minutes into wash cycle. BSH came out on 5.10.22 and diagnosed broken zeolite fan. Part was on back order for almost 4 months. BSH tech returned 9.1.22 and replaced the fan. Ten days later, the E07 code came on again. Same problem: dishwasher stopped 17 minutes into cycle. BSH tech could not come back until 10.3.22. This time a broken tube was found in the washer. On 10.13.22, the tube and power module were replaced. BSH tech said unit was working. Same night, the E07 code came on 17 minutes into the wash cycle; the unit was not, in fact, repaired. On 11.3.22, BSH tech came out again and told me that Bosch would not replace the washer until one more repair was made (replacing the actual zeolite). BSH tech left me a voice mail later that day letting me know the part was on back order with no ETA. I then called ************************** to request a replacement dishwasher since BSH cannot give me any indication of when the dishwasher will be fixed. New Leaf said no claim can be made until BSH says the unit is "unrepairable." I have now had a broken dishwasher for 7 months and BSH is refusing to accept responsibility for their defective product or inability to repair it. I am requesting an immediate replacement of the unit or a refund of the purchase price which was $899.10 plus tax.

  Business Response

  Date: 11/22/2022

  The customers warranty company contracted BSH to service the unit. The unit is repairable however the part needed is on back order with no ETA.   We would not get involved; this is something the customer will have to work out with their warranty company.

  Customer Answer

  Date: 11/23/2022

  I disagree with the *** response. A dishwasher is not "repairable" if the part does not exist. No ETA means there is no part to repair the dishwasher, so it is unrepairable.

  Business Response

  Date: 11/29/2022

  While we sympathize with your situation, the dishwasher is not permanently nonrepairable, the part will become available however at this time there is not a clear ETA.   

  Customer Answer

  Date: 12/02/2022

  I simply do not believe there is no other way for Bosch to handle this situation. Without the extended warranty I purchased, I would have no recourse at this point. Bosch is consistently rated highly on Consumer Reports for their dishwashers, but they only provide a 1 yr. warranty. That tells me they do not actually stand behind their product long term. I understand that Bosch is not going to do anything else, but I will not accept this response. Their company needs to do better.

• Initial Complaint

  Date:11/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a Thermador micro drawer and it was installed January 18, 2022. We paid $1699.00. It was not working at first which has a 2 yr warranty. The first preferred repairer serviced the microwave Jan to March three times. In August, it again stopped working. We had another preferred technician repair it and the technician documented that it was working when he left but in fact it was not heating food. I requested a replacement instead of another repair person. Since the last technician wrote on his report that it was working- Thermador said that they need someone to confirm it is not working before replacing it. We asked Mr. ********* to return to verify it was not working-they did. I sent their report to Thermador and they declined the replacement saying that the item needs to be repaired 3 times before replacement. Our item has been repaired more than that. Every time I send the documents they say they did not receive them. Overall, technicians came to visit this microwave 8 times whether it be for diagnosing, fixing, or returning to verify they did not fix. I do not know if the issue is the preferred technicians or the product itself. But the warranty states after repair attempts, a replacement will be provided- this has not happened.At this time, we have a case number: **********. Typically, a rep will call to provide a message from the warranty office. When I ask to talk directly to them, they say it is not their policy. It has been a complete struggle communicating to anyone. As a matter of fact, last week I received a message to call back to hear their decision. I called back immediately and waited 1 hr and 20 minutes on hold to reach someone and only to have them tell me that a replacement was declined since the product was repaired once. I had to explain again that I sent all technician reports from Jan 2022 to Oct 2022 that show 8 visits to our house. The representative asked that I send them again-I did and still have no decision.

  Business Response

  Date: 11/23/2022

  Customer has been approved for a dealer credit; she will be able to reach out to her dealer to purchase a replacement.  Details will be worked out between the dealer and the customer.

  Customer Answer

  Date: 11/23/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:11/18/2022

  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 had to replace three control bards in the last three years. This time its been out ( both upstairs and downstairs units) in July. We are now in November and we have multiple companies trying to help us fine parts. They found one but by the time it got here it was already friend. Were hearing from others it could be as long as April. This is absolutely not acceptable and Bosch is doing NOTHING to help.

  Business Response

  Date: 11/21/2022

  Please provide receipt of purchase and service history. 

  Customer Answer

  Date: 11/21/2022

  I do not have a receipt, but units were purchased in 2019.  They have required new control boards in 2020, 2021 and now 2022.  We have been without ac or heat since July.  There are three children in the house and three pets.  it is very unsafe to have the space heaters going all the time.  This needs resolution yesterday.  ******** Heating & Air, Mr. ***** ********** and ********** Pro have all been looking for these parts on our behalf.   If you cannot provide these parts in a timely manner, these units should be replaced with no cost to us.  

   

  Both units are ****-36HDN1-M18M
  
  Serials numbers are: 
  399A-854-000318-7739832068
  399A-854-000347-7739832068

  Business Response

  Date: 11/21/2022

  BSH Home Appliances doesn't manufacture heating and ac units.

• Initial Complaint

  Date:11/18/2022

  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 a Bosch microwave that is 4 years old. We were cooking popcorn in it and it caught on fire. Bosch sent out a technician for a safety check. I was told all service and parts would be covered. The technician said it was due to a manufacture defect and the microwave would need to be replaced. Bosch tried sending them just to fix it rather than replace it. The service company said, this is an issue that can not be fixed, it needs to be completely replaced. Bosch than called and said they would give me a discount on the microwave (to be replaced, but i would need to cover install), but would not cover it completely since it is 4 years old. They said even though the parts failed, there is not a recall on it, so they would not cover it fully. It is a manufacture defect and a safety hazard. Bosch needs to replace it and cover the labor. This microwave would have burned my home down, had I not been right there. This is to be taken care of fully, by Bosch.

  Business Response

  Date: 11/21/2022

  The customer was offered a replacement for $579.60; we will lower the prorate to $362.25 plus tax, customer is still responsible for the install.

  Customer Answer

  Date: 11/21/2022

  Bosch's microwave almost burned our house to the ground due to manufacturer defects, clearly called out by Bosch's appointed technician.  Bosch pushed for a repair over replacement, which we were extremely concerned with, but kindly obliged.  The technician informed us, as well as Bosch, this is something that cannot be repaired and is an extreme liability if not replaced.  Bosch should be grateful we were in the room at the time of the incident and were able to extinguish the fire.  Not only should Bosch cover the unit and install costs in full, they should evaluate our unit to determine if other's are at risk.  All parties are extremely fortunate additional property damages were not incurred, and no loss of life.  This was a scary ordeal to say the least.  Please and kindly replace the failed unit with a microwave safe for use, and again, evaluate the failed unit to head off future incidents like this.  We would love to be able to report Bosch adequately took care of the hazard and proactively looked out for their customers.  Please allow us this opportunity vs. sharing this scary/negative experience to a broader audience.

  Business Response

  Date: 11/22/2022

  We covered the diagnosis costs and offer a discount on replacement on a unit that is three years out of warranty, prorate offer of $362.25 plus tax excluding installation stands. 

  Customer Answer

  Date: 12/05/2022

  This is not a warranty issue, if it was I could understand where Bosch was coming from.  This is a manufacturing defect that could have burned our home down.  This needs to be covered in full.  Installation and all.  

• Initial Complaint

  Date:11/16/2022

  Type:Customer Service 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 experienced an error *************** message on September 25, 2022. We do not have use of the oven and four of six burners are working. Thermador customer service *************) was contacted and but was not able to identify the error message. Thermador customer service advised us a technician would be scheduled to come to our home on October 3, 2022. The technician advised us he was not able to complete the repair because he did not have the necessary parts. He scheduled an appointment for October 12, 2022, to complete the repair. The technician was a no-show on October 12th. We contacted Thermador customer service October 13, 2022, to find out why the technician was a no-show. We spoke with two Thermador customer service representatives who informed us there was no record of scheduled appointments for October 3rd or October 12th. We were advised to schedule an appointment at the time of the call, but no one could provide information about who came to our home. We were provided an appointment date of October 25, 2022 for which technician did not show. We contacted the retailer - ******************** who facilitated a conference call with Thermador customer service to obtain information about the repair delay. Thermador informed us, they are waiting for a "part" in order to complete the repair. They were not able to provide any additional information about when the "part" would become available. We called customer service last week but was on hold for approximately thirty minutes with no answer to the call. Stove information: THERMADOR Gas Professional Range 36'' Pro **************** Depth Stainless Steel Model No: PRG366WH/03 FD Number0108 Serial *********** Purchase Date11/06/2021 **************** information: ******************** www.***********.com ******************************************************** **************

  Business Response

  Date: 11/21/2022

  Parts have been sent to the customer to complete the repair.

  Customer Answer

  Date: 11/21/2022

  *********************** advised us on Friday 11/18/2022 the necessary parts were expedited to our home.  The information provided by ************ is contrary to the information provided by the technician that was in our home. As of Monday 11/21/2022, We have not received any such shipment. The information for ************ is indicated below.

  
  
  BSH Home Appliances Corporation
  Customer Support
  Representative, Customer Liaison (**/SM-CSC)
  
  ********************************************************* 28562
  Tel.: ************
  *************************
  www.bsh-group.com/**/
  
  Transforming Consumer Experiences 

  Business Response

  Date: 11/21/2022

  Fed Ex tracking ************ shows part out for delivery today. 

• Initial Complaint

  Date:11/14/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Bosch Dishwasher SHS843AF5N (Lowes Order *********) on 10/31/22 Picked up Salem, OR, by my Contractor on 11/5/22 in the evening Installed 11/6/22 in *******, ** occupied rental unit. power, but no light or functionality Spoke with Bosch and told a service call was needed, earliest three weeks out ***** said 48 hour return and now will not refund without a Bosch RMA Bosch wont issue an RMA without a visit.So, no working dishwasher for my single, elderly, female tenant No refund No replacement Service call is 3 weeks out and neither Bosch or Lowes will do anything. Lowes Case Number #******** Bosch Case Numbers #*********************5

  Business Response

  Date: 11/15/2022

  Customer will need to provide a copy of his receipt of purchase. 

  Customer Answer

  Date: 11/15/2022

  These receipts were submitted to Bosch last week via email as requested during one of my numerous call.    I do not want a refund.  I want a working dishwasher for my tenant.  Should Bosch refund,  I will need to remove the dishwasher, return it to Lowes in Salem which is 1 1/2 hours away, procure a new dishwasher, all on my time and expense. 

  Business Response

  Date: 11/21/2022

  At this time the dishwasher was reported by the tenant as working. 

• Initial Complaint

  Date:11/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a brand new panel ready fridge and freezer for $8,000 each.Since we installed it we have had issues with the freezer not retaining its temperature. We have had service tell us on multiple occasions thats its fixed and it has not been resolved. A few weeks ago thermador offered us a replacement for the freezer and told us the installation for the panels would be included and since then we have not heard back. We have tried to reach out multiple times and can not seem to get this resolved. Our case number is **********

  Business Response

  Date: 11/18/2022

  We are actively working with the customer on a solution. 

• Initial Complaint

  Date:11/11/2022

  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,I have been having problems with my Thermador refrigerator since July 2022. I called Thermador numerous times the past few months in September and October, even went to ************************), trying to get this resolved. I was told in October by "******" and "*****" from Thermador **************** that I would be receiving a free replacement refrigerator with a file #********** but NOBODY wants to follow through with getting this done. We spent about $25,000 on our Thermador and Bosch appliances in the remodel and their lack of response is ridiculous. We've been using ice chests in our newly remodeled kitchen/house for the past 3 months and that is so unacceptable. PLEASE HELP US to replace our defective refrigerator. Thank you for any help you can provide.

  Business Response

  Date: 11/14/2022

  A dealer credit was issued October 18, 2022.  The customer will need to reach out to the dealer for assistance with replacement. 

  Customer Answer

  Date: 11/30/2022

  Hello,

  Im sorry but my issue has not been resolved. Pacific Sales and Thermador have not fixed the problem. They just keep passing me back to each other stating they cant find the ** number to make the exchange. I was told by Thermador to go to the vendor (Pacific Sales) for the exchange. On 11/19/22, ************************) is st stating they dont have the ** code number from ********************** to make the exchange. The manager (*******) at Pacific Sales sent me to ******** to try and find the code. She stated it was Floating somewhere and she couldnt find it. The manager was being very rude and refused to help or provide his supervisors name.

  
  

  I just need a refrigerator. 

  Emails are difficult to explain the frustration but please understand, we want nothing more than our refrigerator replaced.

  Please call me if needed or tell me what other options I have to resolve this issue.

  Business Response

  Date: 12/02/2022

  We have attempted to call, left a message and are awaiting a return call. 

• Initial Complaint

  Date:11/11/2022

  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 BBB team,Summary of Issues: - Since purchasing my unit in December of 2018, I've experienced myriad technical problems with the range, and required at least five service visits spanning from Feb 2019, through Oct 2022. Every time, I've been told by the Thermador technician that the problems have been fixed, but additional problems kept popping up, even with careful proper use. (Please refer to the attached service history documentation for a history of those problems). - I have my unit cleaned every two weeks by a professional, and have taken great care of it since buying it brand new. It has never been moved. - Oct: a technician came by and took apart the unit to repair the latest issues - faulty igniters and a disabled fan. He noticed some (between **** pellets) of mouse droppings in the electrical part of the unit, and told me conclusively that this unit's problems are a result of mouse damage and therefore violate warranty. He said he could not repair anything, and left the house, and the receipt I received from Thermador claimed that I have been "blacklisted" by Thermador for any future repairs (see file 10.12.22.PDF).- Based on the visual evidence (attached), it was more likely to be an inherent fault in the unit based on its past history. The rodents are a coincidence and not the cause of the persistent problems. - Thermador has blacklisted me as a customer and refuses to respond to my calls and follow **** Request:- My unit has been faulty from the start, based on its extensive repair history, and I would like to replace my unit free of charge. - If not, I request that Thermador refunds me at least a partial cost for the unit. - If not, I request that Thermador cover the cost of repairs. - I feel confident that my units' problems have been consistent and provable, and likely would have happened without any rodent interference.

  Business Response

  Date: 11/14/2022

  The appliance is almost two years out of warranty, we would offer further assistance with a rodent issue.

  Customer Answer

  Date: 11/14/2022

  Hello,

   

  I understand that the appliance is two years out of warranty. However, Thermador did not fix the broken unit during five visits when it was covered by its warranty, and the current issues are an extension of the same problems. 

   

  Thank you,

  ****

  Business Response

  Date: 11/15/2022

  Customer has been advised we will not assist with the repair.