Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Since august 10,2023 the extended warranty we took out on our washer we now needed to use due to the washer needed urgent repair Ill make this brief here it is October 6, 2023 and after five visits our washer is still not useable. ********** patient however I have a disabled daughter who needs items washed every other day I have made sacrifices over the past two months with continual visits to a Laundry mat, which return leaves her without supervision. According to the stipulations in the warranty terms after 3 visits of unsuccessful repairs a request to replace the washer can be requested, and without a washer our disabled daughter is in need daily of clean items. They leave me no choice but to seek resolution quickly and fairly. Please express on our behalf not only our patience but our pleas to replace the washer if apparently is not repairable We would deeply appreciate a prompt Resolution

  Business Response

  Date: 10/18/2023

  Hi BBB Team,

   

  Thank you for bringing this to our attention. This will be reviewed. 

   

  Thank you.

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20705323
  
  I am rejecting this response because:
  It is still unresolved and we are still without washer its been 2months which is a generous amount of time for this to be resolved or replaced.  Very disappointed is an understatement-like Ive states with a disabled daughter that which requires daily usage of our washer for two months a ****** mat has been our only resolve
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/18/2023

  Just called the company(  honestly  I believe they should be calling me to update me ) to check the status on the washer repair or replacement. After a brief conversation which was extremely unpleasant and her expressing that our usage of contacting BBB WAS NOT WHAT BBB is there for ( which explains the * rating they currently have ) at which point my husband disagreed with her assessment regarding BBB at which the response was: LETS SEE HOW YOUR CLAIM GOES NOW. Can be considered a bit threatening to say the least. To clarify this has been over two months of waiting, I consider that very patient, considering our home situation regarding our daughters needs.  We dont appreciate now because we CONTACTED  BBB and our disagree with her take on contacting BBB now being told lets see how your claim goes now as if you will our punishment for contacting BBB -  I will also contact the district attorneys office at this point  and file a report with them as well just to get this issue finally resolved 

  Customer Answer

  Date: 10/18/2023

  Actually I find the threat of her stating: lets see how your claim goes now extremely disturbing and extremely  unprofessional.  I had my phone on speaker as my wife was present during this phone after I was hung up on, we both stood in disbelief with the statement lets see how your claim goes now.  
  what exactly does that mean? Are we punished for contacting BBB which is our right as a dissatisfied consumer? Does the mean NOW  the claim will be tossed aside with no resolution??  
  

  extremely unprofessional and considered a bit threatening as well. Now we will also include contacting the district attorneys office as well. This could of been all avoided if they simply would of handled our case in a professional manner with positive results 

  Customer Answer

  Date: 10/27/2023

  Still without a washer repair or replacement now entering in on three months. They refuse to make this right according to the stipulations of the warranty a repair or replacement must be honored 

   

  ***********************;

  Business Response

  Date: 10/30/2023

  Hi BBB Team,

   

  We apologize for the delay. This case was re-escalated and is under review. 

   

  Thank you. 

  Customer Answer

  Date: 11/07/2023

  Still have a washer which isnt repaired or replaced the company has not provided a fully repaired functional washer or a replacement its been. Over three months now without a washer waiting for either a repair or a replacement 

• Initial Complaint

  Date:08/28/2023

  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.

  Joke of a company, will do everything possible to not take care of the issue. Its been over 3 months now and my refrigerator still isnt working. The lady has argued with me about the fact that its running or not running. Tried to say my electric in my house is bad. Literally done everything they can not to take care of the issue. Still without a refrigerator after 3 months and now I cant get anyone to call or email me back.. SCAM!

  Business Response

  Date: 08/29/2023

  Hi BBB Team,

   

  Thank you for bringing this to our attention.

  We are currently reviewing this complaint. 

   

  Thank you

  Customer Answer

  Date: 09/06/2023

  Still not yet resolved

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******* Fridge from Appliance Factory in 2021. I also purchased an extended warranty for 4 years on this fridge. Well 2 years and 7 months later I am trying to replace the water Filter as showed on multiple videos and no matter if I "burp" it, turn off the water to the fridge, or use different named brand water filters, the compartment leaks. I have contacted the store and they advised me about their new company they use for claims on the extended warranty. I sent the information in and they gave me a call back about 2-3 business days later. The lady who called rudely explained that they do not cover water filters which I do understand. She also explained that the water compartment would not leak after I told her that it might be a problem wirht he water filter compartment. She said that they do not cover the water filter compartment so if I would like to have someone come out and take a look at it it would be anywhere from 100 to **************************************************************************** my opinion, this is ridiculous when I have only been changing rhe water filter as showed in the video to change the water filter. I would like it to be repaired or replaced as stated it would when I originally purchased the protection plan/extended warranty. I also see ither people having the same problem with this problem for the same issue. At the very least they are consistent. Attached is the invoice for the purchased of BOTH the fridge and the extended warranty.

  Business Response

  Date: 08/16/2023

  Hi BBB Team,

   

  We appreciate you raising this issue with us. We will address this and will take this feedback seriously.

   

  Thank you.

  Customer Answer

  Date: 08/21/2023

  The business has reached out. I would still like to keep this case open until an agreement is made if possible. The business talent acquisition representative called me and said she cannot promise me anything, but would try to get a desired outcome. 

• Initial Complaint

  Date:08/04/2023

  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 been back and forth with PPP since January 2023 about getting my refrigerator repaired. I spoke with **** today on the phone after exchanging emails. She answered the phone completely rude and snarky accusing us of neglecting our refrigerator since it's been 5 months. The phone call was so bad, that her and my wife were yelling at eachother.They scheduled a service call for us months ago, but no one ever showed up. We called them back and were told they'll get another company out, and we never heard anything back. This is just another warranty company that will do anything to get out of servicing a warranty claim. **** must of been having a bad day to be that crappy with someone. She needs to be reprimanded by her employer.

  Business Response

  Date: 08/08/2023

  Hi BBB Team,

   

  Thank you for bringing this to our attention. This complaint is already in review.

  In addition to this, a service call has been set up for the customer with Whirlpool. 

   

  Thank you.

  Customer Answer

  Date: 08/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, but would like to reserve the right to reopen the case/complaint. Whirlpool has sent a technician to diagnose the issue, but has deferred the payment back to the Products protection plus because the issue was supposed to be covered under PPP's warranty specifications because the refrigerator compressor was not the issue. It was determined to be the Fresh Food evaporator fan, which they should cover. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 the refrigerator and protection plan on 9/24/2021. The protection plan went into effect on 9/24/2022. (After 1 yr factory warranty)Noticed water leaking from the filter area on June 1, 2023. Contacted the product protection plus # *************. Sent appliance information and repair request via e mail on June 7 2023. Frigidaire repair man came on June 13 2023 - could not fix. Came back on June 16 - still could not repair. He stated that he will send report to Product protection plus to start next steps. (replacement of appliance). I began calling company twice daily customer service did not answer. Left messages on June 20th through July 1 2023. Went to appliance store and was told to call the "presidents hotline" to escalate repairs. No response for 2 weeks. ***** calling again today but decided I need help.

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This has been an ongoing situation for at least 4 months of my washer not working correctly. They sent out a repair service that was here 4 times to fix the problem and they cannot fix it the issue. I was able to contact the last Thursday June 8th and they told me they would call back the next day. I haven't received a call yet. My husband has been trying and no one answers the phone. I have paid for the extended warranty and they need to honor it. One very unhappy person.

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a stackable washer and dryer along with an extended warranty through Product Protection Plus. They have sent repair agents to my home multiple times and I keep having issues with the machine. The washer has now FLOODED my home. The washer isn't draining properly, water is coming out of the bottom of the machine. It has leaked all the way from my upstairs into my downstairs. It has ruined carpet, leaked through the frame of my home and all the way downstairs to the ceiling... destroying my paint, crown molding, and I'm sure there's mold festering between the floors due to the water intrusion. This machine is covered by a warranty, PPP works with Agent for the repair portion, but I've been told by Agent the repairs to my home need to be addressed with PPP. Except, their phone line is never answered. It's a pre-recording giving 2 options, option 1 is to be transferred to Agent for repairs. Option 2 says it will transfer me to the "presidents ************ does not actually go anywhere. There's no option to leave a voicemail, or speak to a human being. It has a prerecording that says they'll call me back, but how... if I didn't leave a message? I am so disappointed this company has failed their customers this badly. I have called Appliance Factory Outlet corporate directly, as they're the ones who sold me this machine, and I have yet to hear back from them either. After doing some digging, it turns out Appliance Factory Outlet OWNS Product Protection Plus. Very disappointing. I need someone to contact me and get the repairs done to my home, as well as the faulty machine.

• Initial Complaint

  Date:04/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 KitchenAid dishwasher and extended warrantly from the ************************* in 2021, dishwasher began having issues in October of 2022. Called the warranty company, they sent someone out 2 weeks later. This did not fix the issue, they have been out 4 times now since and the dishwasher still does not work! After over 5 months of issues and 4 people coming out I am done taking time off of work to meet someone at the house who doesn't fix my dishwasher. I have called both the warranty office and the number they give you to escalate an issue, left numerous messages and have not heard anything back. My dishwasher starts randomly even with the door open, other times it doesn't start at all. It is ridiculous that we have not had a replacement dishwasher installed. Do not purchase anything from this location or a warranty from Protection Plus!!!

• Initial Complaint

  Date:03/09/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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, A 2 year extended warranty was purchased for our oven in April of 2021. The warranty will expire April 13th, 2023. My partner and I were cooking last week when out of nowhere a sound/pop occurred and the glass shattered on our oven. Nobody touched anything, the glass suddenly broke. Upon reaching out to the warranty company, Product Protection Plus, the informed us that it was impossible that this occurred without tampering and they will not cover the damage. Something like this is explicitly covered in their terms and conditions and they are not going to ************* the glass on the oven. What happened was a s**** became loose and a a side panel popped up, causing the glass to break (I have photos to show this). This screams SCAM from this company.

  Business Response

  Date: 03/20/2023

  Hi, 

  We have contacted the **************** and discussed the instances that are not covered under Product Protection Plus and initial warranty: Instances includes;

  
  Normal Product Maintenance and Cleaning
  Customer Education
  Grease or other material buildups due to improper cleaning maintenance
  Accidental or intentional damage
  Connection to an improper Gas, Water, or Power Supply or Installation

   

  We would like to relay our apology for all the inconvenience. 

   

  Sincerely,

   

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19562078
  
  I am rejecting this response because:

  Hello and thank you for the response. Of the reasons you listed that are not covered, none pertain to my situation. This is clearly a manufacturer defect. I have looked into this further and have found that the left s**** holding the glass in place fell out and caused the glass to shatter. No intervention on my end was done before this happened. This is why a warranty was purchased. To help alleviate costs in case of a manufacturer defect and now your company will not replace this. The warranty is covered through early April. 

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

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 4 year warranty on a washer and dryer from Appliance Factory in 2020. On 02/03/23 my washer quit working. Reached out to Protection Plus but because of the weekend I didn't get a response until the following week which is understandable. They sent a technician out and I was told that they were unable to locate the part needed for my washer. I was told they would get back with me once they figured out if they were going to be getting a new washer for me or if I would just be credited and I get it myself. Yesterday 2/16/23 I called and was told they found the part and she would get back with me that evening to let me know more. No call back and now I'm calling only to get no answer. Not even a voice-mail. I reviewed the warranty pamphlet and it clearly states "If your appliance can not be repaired it will be replaced." After reading other complaints I'm wondering if this company is just forcing you to buy a new appliance and give up on this so called warranty you purchased. Is it really that hard to answer a phone call and keep your customers in the loop?