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:02/07/2025

  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.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***** ******

  h failed to identify. Additionally, during the diagnosis, he damaged by scratching the lower front compartment. Said he would order part along with 2 parts needed for leak. Would take a few days to get parts. Several days later, received text msg parts would not be in for 21 days. I called back questioning why. Was rescheduled for today 2/7/2025 between 8a-5p. I called this morning to find out time tech would be here for install. Lady said a tech was scheduled 3p-5p for diagnosis. I told her a diagnosis was not needed as it had been done on 12/30 & 1/17 and I had been advised by the tech and by text msg parts had been ordered. She told me it showed parts were cancelled & she would check with the tech and call me back. I never heard back from her. No one ever showed up.

  Business Response

  Date: 03/04/2025

  We were originally called out to customer ***** ******** home on 12/30/24 for a compliant that the customer's washer was leaking water.  ************ was sent to us from the customer's extended service contract through Domestic & General and was dispatched by ********************* (Dsptch# SWPSC4497262-1).  On 12/30/24 our technician found that water was leaking from the front left of the washing machine and he observed that the drain motor and filter were clogged, and water was seeping out of the filter housing and pooling in the bottom drawer.  He was able to clear the blockage on the filter, and after running the machine again he found that there was still water leaking from the drain pump housing when the unit was draining.  He ordered a dispenser assembly (*********), pump and motor (W11458345), and hose (W11314666). We quoted the customer 2-4 business days and on 1/2/25 the customer called and said that the unit would not start.  We had the customer scheduled for 1/6/25, but on that date we had inclement weather and due to road conditions and for safety reasons, our technicians did not run service that day, so the customer was rescheduled for 1/10/25.  On 1/10/25, our technician went out to install the parts ordered and he found an additional issue with the bellow (W11314666 - the part the customer identified as being needed for the rim area), so we ordered that part and quoted the customer 3-5 business days.  During that time, the bellow we ordered went on factory backorder and the new *** for us to receive the part was ***** business days.  The customer requested that she wanted the unit reassembled so she could use it during that time, and that technician let the customer know that he did not recommend using the unit, but the customer waived liability because she stated the leak was small.  Here are the technician notes from that visit: "Customer wants unit completely back together since bellow is on 3 week backorder and customer wants to use unit since leak was small. **** told customer that it is best to NOT use the unit since it is leaking. Customer stated she is aware of leak and wants to use it with leak since it was small. **** told customer that we have done work to unit and by moving parts, leak could get worse. Told customer in order for her to use unit she needs to waive liability in case leak would damage property. Customer WAIVED liability. **** assembled unit and secured all connections. Cycled unit in rinse and spin."  During that time the contract company closed out their old dispatch and we were sent a new dispatch on 1/29/25 (Dsptch# SWPT14564994-1) for 2/7/25 so that was where some of the confusion about cancelled parts came into play because we did have to cancel the parts on the original dispatch to move them to the new dispatch that was sent from the extended service contract company.  Spoke to the customer on 2/7/25 at ******* and she wanted to make sure we had the parts for service before we came back out, and at that time we indicated that we had not received the parts yet.  She was ok with cancelling that appointment until the parts to complete her repair came in.  The customer called back later that day on 2/7/25 at 4:57pm and spoke to ******. She wanted to speak to a manager at that time and let us know that she could make a complaint to management and also the BBB.  On 2/10/25 ********************* called on behalf of the customer's extended service contact and we updated them on all of the notes and parts needed.  On 2/12/25 we received tracking on the backordered part that we were waiting on and contacted her to set an appointment. The customer scheduled service for 2/26/25 and all parts were installed.  The technician cycled the unit to test and the unit checked good.  The job was completed and the information was sent to the customer's extended service contract company for their records.