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:01/03/2025

  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.

  1. Order Timeline:? 10/15/24: Order placed for a washer/dryer set with an expected delivery in about a week.? 10/23/24: Payment of $5,602.52 processed.2. Backorder and Communication Issues:? Dryer was on backorder while the washing machine was available.? Requested to have the washer delivered first, but no follow-up communication was received despite multiple calls over several weeks.3. Repeated Promises and Delays:? After several weeks of calls, the units were still not shipped, and updates were not provided as promised.4. Installation Issues:? 12/13/24: Delivery occurred, but the washer had a broken latch, resulting in only the dryer being installed.? 12/17/24: A technician arrived with the wrong ***lacement part, leading to further delays.5. Faulty Washer:? 12/20/24: After the correct part was installed, the washer malfunctioned horribly, prompting Dubuque Appliance to take the new washer back and label it as a "lemon."6. Ongoing Follow-Up:? I call asking for an estimated delivery date once a week, and the manager tells me he asked his *** for a date, but his *** failed to respond. The manager admitted he doesn't follow up with his *** until I call for an update. ? It's been 2 1/2 months of problems, the company took my money, and I still don't have a working washer. ? I've asked Dubuque Appliance to look into a goodwill rebate as restitution for the problems. The manager told me he brought the issue up with his ***, but his *** hasn't responded. .

  Business Response

  Date: 01/14/2025

  We have thoroughly reviewed the details of your complaint and would like to provide the following clarifications:

  1.We acknowledge the delay in receiving the washer and dryer. As a policy, we do not provide exact delivery dates for special orders, as we do not receive this information from our suppliers. Initially, we estimated a 1-2 week delivery time. Unfortunately, due to production and shipping delays at Speed Queen, this timeline was not met. Please note that we do require payment upfront for special order items that are not in stock. There was a refund available at the time if units have not been received

  2. Communication Regarding Shipping and Delivery:
  Upon contacting Speed Queen, we were informed that there was a possibility of receiving one unit before the other. We communicated this to you and assured you that if one unit arrived first, we would prioritize delivering it. However, Speed Queen ultimately shipped both units together, and as soon as they arrived at our location, we promptly delivered them to you.
  

  3 . Ongoing Communication About the Delay:
  We made every effort to keep you updated on the situation. Unfortunately, the units were on backorder, and Speed Queen could not provide us with a specific shipping date. As soon as the units arrived, they were delivered.
  

  4. Washer Issue and Resolution:
  Upon delivery, the washer was found to have a broken latch. We immediately ordered the necessary part to replace it. However, it became apparent that there were additional issues with the unit. As Speed Queens policy typically calls for repairs rather than full replacements, we initially offered to fix the washer. However, you preferred a replacement, so we took the faulty unit back and placed an order for a new one. In the meantime, we reinstalled your original washer, which is currently functioning.
  

  5.Updated ETA Information: Most recently, we were informed by Speed Queen that they had no units available at local warehouses, but production was underway with an estimated shipping date of three weeks. This update was shared with you promptly.

  6. Reimbursement Efforts:
  We understand your frustration with the delay and reached out to Speed Queen to request reimbursement for the inconvenience. Unfortunately, Speed Queen declined this request. However, we have offered $400 refund as a gesture of goodwill for the delay.
  We genuinely value your business and regret that the delivery and product issues caused you inconvenience. Please know that we have made every effort to resolve the situation to the best of our ability, and we appreciate your understanding.
  

  Sincerely,
  

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

   

  
  

  Customer Answer

  Date: 01/14/2025

   
  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:12/05/2022

  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 purchased a Whirlpool washing machine on 11-26-22. I also paid $75 at the purchase time for installation.Installers came today and hooked up the washer. As they "tested" it, the installer mentioned to me that they did not replace the hose from the hot water to the machine due to corrosion on or near the valve. After they left, I ran a small load of laundry. Water ended up on the floor, and the machine ran for over an hour before I turned it off. I called the store to state what happened. The person I spoke to said he was sorry but there is nothing they could do. He recommended that I call a plumber. I told him I purchased installation, and expected a successful installation, not one that will only successfully use the machine if the installers don't have problems. Did I have the option to have my old machine returned and hooked up, along with a full refund? No, I was told. I now own a new $600+ machine machine that is not usable. If they think a plumber is needed to successfully complete the installation, they should arrange for this and at no cost to me. I was not told at purchase time (or even when the installers arrived) that they could not successfully complete the installation, or I would not have had them even start the process.

  Business Response

  Date: 01/06/2023

  Hello, 

   

  I'm responding to a claim submitted on 12/2/2022 with an ID on ********

   

  This is in regard to customer ******************* complaint about water leaking and needing a plumber. 

   

  Our delivery and installation include removing and hauling away an old unit and hooking a new unit up to the existing plumbing at the customer's home. It does not include redoing plumbing in a customer's home, if the connection points for the washer are not working properly that is the customer's responsibility. Our delivery and installation drivers told the customer at the time of installation that the valves would need to be replaced by a certified plumber as they were corroded and leaking. The fee is for bringing the old unit out of the home, disposing of it, and bringing the new unit into the home. It does not include redoing faulty plumbing connections in a customer's home.  

   

   

   

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

  Dubuque Appliance Center

  190 ******************************************

  Dubuque ** 52002

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

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18516351
  
  I am rejecting this response because: explanation of issues did not occur until after they were done, and left me no choice as to accept or reject their services before anything was done. Installation was not "clarified" at the time of the sale. 
  
  Sincerely,
  
  *******************