Business Profile

Wholesale Major Appliances

BSH Home Appliances Corp

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Pattern of Complaints

Complaints

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

Customer Complaints Summary

516 total complaints in the last 3 years.
178 complaints closed in the last 12 months.

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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:11/09/2022
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 Bosch refrigerator at our local ********** for $3000 in March 2021, including 3 year protection plan for $195 (attached receipt). It stopped working a few months later and a Bosch technician came out September 10, 2021. A replacement fridge was approved and delivered about a month after. No receipt or documentation was given to us by Bosch for the replacement. In April 2022, the replaced refrigerator ice maker and door water dispenser stopped working and a Bosch technician came out on April 9th, 2022. He told us it needed to replace a few parts. Finally, 4 months later, on September 24th, 2022 all the parts came in and a Bosch technician came out to repair the fridge but was unable to. He said it could not be fixed and told me to ask for a replacement. I sent into Bosch a request for a replacement, but when I called Bosch customer service October 4, 2022 I was told the replacement request was denied, and that it just needed to be fixed. I explained the tech could not fix it, but customer service could not help in explaining what I was to do. The rep said a supervisor ******, would call me. She never did and the repair was never made. I did not know what to do. On October, 26, 2022 the fridge stopped cooling just as the fist one. A Bosch technician (*********) came out on November 4th, 2022 and tried to repair it, but - just as with the first refrigerator, he was unable to repair it. He called Bosch and explained the situation and told them it needed to be replaced. The next day, I received an invoice that detailed the attempt to repair, and the conclusion that it needed to be replaced (see invoice attached). Also that day, an email came in saying a new Appliance Replacement Request ticket was created (case number ********** - see attached). I sent in all the documentation I have to Bosch customer support.I called ********************** yesterday, November 8 2022, and the rep told me it was denied, and she couldn't help any further.
Business Response
Date: 11/11/2022
Customers appliance is being refunded and picked up.
Initial Complaint
Date:11/08/2022
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.
Our problem is that we purchased a Thermador Range on 8/17/20 that that never worked properly. The delivery was delayed due to the Pandemic and supply chain problems. It was installed in 01/21. The oven often ignited only after a gas burner was turned on. A Thermador certified technician came to our home 7-8 times during the next year and several months to try to repair the range, as per Thermador diagnostic tests. The technician said there was nothing else he could do, and we put in an Appliance Replacement Request # ********** on 7/27/22. The replacement was delivered and installed on 10/13/22. The range tripped our gfi outlet in our kitchen, dining room and living room when it was plugged in. We were told by All *** in ************, to have an electrician evaluate the gfi. Electrician came on 10/18/22 and determined that our gfi and connection to the back of the stove look good and works properly. We contacted Thermador Customer Support to start a BUY BACK CASE #********** on 10/19/22. We are waiting to hear from Thermador for a decision. Our problem is that we have been without a working range for almost 2 years. We want a resolution and were told by a Thermador customer support representative that our request has to go through management and other steps before a final decision can be made. *******. Appliances - PRG305WH Thermador 30 Pro *************** Range: $5499.00 and tax ******** ********* ***** Diagnostic on gfi - $276.00; Service/Travel fee: $79.00 Supporting Documents: Receipt from all ***. and receipt from ******** Electric
Business Response
Date: 11/10/2022
Customer has been approved for a buy back.
Customer Answer
Date: 11/10/2022

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:11/08/2022
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 would like my case number ******* to be reopened. The resolution was that they would repair the microwave/oven and I would pay for labor and not parts. The technician came , changed the part, I paid for the labor and it STILL does not work. They have attempted to fix this 2 times and they cannot repair it. I would like it to be repaired or REPLACED.
Business Response
Date: 11/09/2022
The appliance is 4 years out of warranty, we will not replace the unit free of charge, the customer has been offered a discount into a new unit but declined. We will refund the service visit.
Customer Answer
Date: 11/09/2022
I would like the unit to be fixed
Business Response
Date: 11/10/2022
The charges for service have been refunded and the customer has been emailed a list of servicers to repair the unit.
Customer Answer
Date: 11/14/2022
Bosch has made 2 attempts at a repair and they should be the ones to complete the repair. The list that has been emailed to me is not updated . There is only one company on that list
that repairs the combo Bosch microwave/oven. I am concerned that if Bosch cannot repair their products then it will be very difficult to find someone who can. It is unfair to ask me to get another repairmen because they cannot fix their product.
All I am asking is that they repair their product. Thank you
Initial Complaint
Date:11/05/2022
Type:Delivery 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 purchased appliances on 6/24/21. We were quoted 16 weeks for delivery by this company. Its been 18 months and they will not provide a delivery date. We had custom cabinets ************ these appliances so we cannot simply buy something else. When I or my agent at the appliance shop reaches out to them, they give a generic reply that they give to everyone. Nobody will review my order. Its been 18 months and I dont even have a date they plan to deliver. Its terrifying. The total bill was about $16k. Invoice number NS00046867. Please help if you can.
Business Response
Date: 11/10/2022
Order has been released.
Customer Answer
Date: 11/11/2022

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:11/04/2022
Type:Delivery 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 placed an order for a Bosch stove via Don's ********* in **********, **. The ENTIRE reason I selected Bosch was because the representative stated that the particular model stove I was ordering could be delivered "no later than the last week of August-possibly sooner, but by the last week of August:. Needless to say, not only has Bosch NOT MANUFACTURED my stove, but they consistently lie regarding the timing - first they said September, then stated it would be shipped by the end of OCTOBER, now, Bosch is notifying Don's ********* that it will be produced by the end of NOVEMBER. Guess what, then they will invoke the diesel fuel issue as a reason they can't fulfill the order!. My entire kitchen remodel was based around this stove, so buying some stock item is not an option - plus they have tied up thousands of dollars of my money since January, it an obvious bait & switch where they lied to convince me to place the order, knowing full well they could not deliver the requested item. I request the following:1). delivery of the ordered stove ASAP - On October 4 , 2022 I was told my order was 13th in line - obviously they are poorly managed and inefficient if they can't manufacture 13 appliances in a month's time 2). reimbursement of interest that I would have been able to earn on my cash instead of tying it up for almost a year now when they knew they couldn't fulfill the order in the timeframe.3) A loaner electric stove to use to feed my family & pursue my holiday baking business 4). An apology for their representatives unethical behavior in lying regarding the ability to provide the requested stove just to secure an order. It's appalling that they see fit to run ads on tv regarding their appliances, when they can't fulfill the orders they have been sitting on for almost a year.I have been a Bosch customer for years - never again
Business Response
Date: 11/08/2022
Model ordered has been discontinued, dealer notified and customer informed.
Customer Answer
Date: 11/12/2022
The entire customer service debacle regarding my order is directly the result of Bosch's lack of communication, laziness, and failure to communicate. Despite the model being discontinued a month after my order was placed, ABSOLUTELY NO ONE, in Bosch - not the representative , who was asked multiple, multiple times to check on the order lied to the distributor regarding the progress of the order. The supervisor at the plant the range was to be manufactured at failed to follow through. The entire line of Bosch customer service/pr to consumer businesses failed to notify the distributor at every possible juncture that the model number was required to be resubmitted. Now, Bosch wants to pacify me by saying " it wasn't malicious, people were just lazy "> REALLY!
Bosch needs to expedite the order ASAP. They also need to COMMUNICATE that this is what is being done, instead of offering me platitudes and then not answering either the distributors emails or mine requesting production information and updates.
Reading Bosch's response, they make it sound like a minor oversight - this issue went on for MONTHS and NO ONE at Bosch ever did their job! Consumers need to know!
Business Response
Date: 11/16/2022
The customer's unit has shipped to the dealer.
Initial Complaint
Date:11/01/2022
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.
As I described in several conversations with Thermador representatives, after we purchased the fridge, the freezer continued to have issues. It stopped working several times a week (i.e. in side temperature went up, and the freezer made noise, then after several hours it worked again; and it repeated). This caused food melting and spoilage, that we have strong health concerns. We also have strong safety concerns as the freezer makes noise, and whether this may cause other hazardous incidents. Thermador has sent technicians to fix the issue 3 times already in the past four months, but the situation didnt get better. After talking to the representative on 9/16/22, we believe replacing the item would be the best solution as technicians onsite repair didnt work. As requested by Thermadors agent, we sent *** the purchase proof as well as the model info in order to get our case reviewed and resolved. Instead of helping us to resolve the issue, they continued to delay without any productive solutions. On 10/26/22, we contacted the *** team lead, *******************************, to seek for help. She promised to provide an update and a solution and call me in the very next day, which never happened.
Business Response
Date: 11/07/2022
We are exchanging the appliance.
Initial Complaint
Date:10/31/2022
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.
Microwave Oven: HMC80251UC/01, FD NO. **** ******. Panel Dimming/failure - My appliance control panel started dimming a few months ago and finally completely failed. - ****************** in ******************* confirmed this is a known problem with this parts and confirmed it with **** at Bosch ***********). - When I asked Bosch to pay for replacing this panel on the basis of a known problem, they refused and said that this appliance is not part of the known issues with panel dimming - they changed the story.- Apparently, according to ***'s, there is a component in the control panel that tends to fail prematurely and it is a design issue that has been flagged many times, and sometimes Bosch has taken ownership and paid for the repair by reinstating the warranty.
Business Response
Date: 11/02/2022
We will cover parts and labor once the customer provides receipt of purchase and diagnosis
Customer Answer
Date: 11/15/2022
the conclusion is that I am dissatisfied. Actually, I was satisfied with ***s response, but it appears there is a conflict, their authorized service center refuses to do the work saying the *** is not authorizing the correct amount and they are escalating with ***. I was just waiting to make sure that their authorized service center could finish the repair before I responded that I was satisfied.

Ill send you another email when the work is done.

Regards,

Asad
Business Response
Date: 11/17/2022
We have confirmed with the technician that the repair has been completed. November 14th.
Customer Answer
Date: 11/17/2022

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. I found that their response was quick, it just took a bit of time to figure out the details.
Thank you for your stewardship and help.

Regards,

*****************
Initial Complaint
Date:10/27/2022
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.
Opened a Bosch service request with Bosch Home Appliances in July 26th, 2022 for a refrigerator under warranty. The issue was that the water and ice had stopped working. The 1st service visit was scheduled for August 8th and the repair technician didn't have the parts available. So they ordered a part and rescheduled for August 18th. The repair tech on August 18th swamped the valve and the issue was not resolved. He said he would order the same part and another housing part, but if that didn't work, they would replace the entire fridge under warranty since the issue was reported while under warranty. Bosch then rescheduled a service visit for October 3rd to try again.October 3rd arrises and the repair tech arrives - looks at the fridge and the repair notes and said that wouldn't fix it. He appologized and then left without any conclusive or follow-up resolutions. I called the *** customer service - they reached out directly to a service manager and said they would replace the refridgerator following that conversation. They opened a case number ***********) and told me I would need to submit the serial number and proof of purchase via email. I received an email and followed up with all the required documentation. I even had to go through Lowes corporate to get a digital copy of the orginal purchase transaction.After submitting everything on October 17th, they sent a canned email asking for the same information again plus mortgage/home ownership - which wasn't required for my case. I sent everything to them again on October 19th. On October 24th, then sent me a strange email telling me to call them. When I called, I was informed they don't know what the issue is and want to send another service tech out on December 5th - they said they scheduled that and would escalate it. They haven't scheduled it and are not replying to my emails for honoring their product warranty. I am buying $100+ worth of ice and water per month while waiting for this...
Business Response
Date: 11/01/2022
We are working with the customer on a replacement.
Initial Complaint
Date:10/26/2022
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.
My Bosch case number is *********. I have a Bosch microwave/oven that was purchased 5 years ago.I have had to make numerous calls to repair this oven. The last time around 3 years ago- the tech replaced the mother board. Two months ago it started with an error message again. I waited one month for the tech appointment. He replaced the part and still had the same message. He called his supervisor who told him to just change the mother board AGAIN. This "repair would have cost me $1200". There is no repair just continually changing the mother board which costs over $1000 . I have been trying to speak to a manager about this for over a month and each time I call the representative states I should be getting a call within **** days. This is the worst customer service I have ever experienced. In the meantime I am left without an oven.
Business Response
Date: 10/28/2022
We are covering parts and the call out charge for the repair.
Customer Answer
Date: 10/28/2022

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:10/22/2022
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.
Purchased model # HMC54151UCSO Bosch single wall oven/speed oven for $1,379 on 3/2/2017. This microwave/convection oven was fitted into custom cabinetry in our kitchen. The oven has broken down 3 times as of September 2022. Service work was not done this last time it broke. One service fix was for $173.76 which parts consisting of fuse and terminal wires. The second service repair was for $100.59 consisting of replacements to switches. In September, the unit stopped working, and instead of an immediate repair, Bosch was contacted. Bosch asked for a repair service diagnosis. Compensation of 1/2 the microwave was requested as not wanting to continually request repairs to a microwave of 3 times in 5 years. Bosch customer service indicated they could only provide a pro-rated discount on another model. The call from customer service indicated it "had been decided" that a monetary compensation would not be granted. There is no desire to buy another Bosch product, hence the request of monetary compensation. The monetary compensation we were asking for was $700, about 1/2 the price of the model. I requested to receive a call from Management to discuss on Oct 17th and they have not called me back. The call from customer service indicated it "had been decided" that a monetary compensation would not be granted. An acceptable resolution would be $500-$700 monetary compensation in the form of cash, check, or gift card to say Amazon where we can purchase another microwave not made by Bosch.
Business Response
Date: 10/28/2022
We are working with the customer to offer a partial buy back

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This business has 1 alert

Complaints

Customer Complaints Summary

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BSH Home Appliances Corp is NOT a BBB Accredited Business.