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:07/25/2022

  Type:Product 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 GE Profile OPAL Ice maker. The unit never was exceptional as, it constantly needed to be restarted and cleaned. The customer service department is horrible and the warranty work should be fulfilled locally but rather, they expect you, the customer to perform the troubleshooting tasks. I have waited an hour or more on several occasions to be left feeling the problem was all mine. I reached out in April and my perception of them was rude, uncaring and to avoid doing anything. It is now into June and July. It was determined that the unit be replaced, and the trade off a refurbished unit? I requested GE product support locally to have mine repaired, throughout all this wasted time. The age and condition of a refurbished unit is of concern and that the replacement is only warranted based on purchase. A $300.00 dollar credit hold was required as, their requirements became immediate, and mine secondary. This process was early July, and thus far had not received the replacement. I received the replacement July 21. So, after fighting polymer plastic film that will not come out of the creases, but as thought the ice maker much older than mine was damaged. It was dirty coils damaged, dents, smudges, corroded hardware, scratched and the cord has a cut near the plug. Overall the condition is unacceptable. My purchased ice maker pristine, and looks new to date. Also, it came with this entire checklist of the do's and don't' s, and to clean before use, as if troubleshooting all over again? Of course no one was available to take my call, the usual long wait times, but will be making arrangements for this unit to be picked up and I will demand a new unit or a local repair. I have waited since April for resolution what's a few months more. Sadly they will benefit as time passes because the warranty will exhaust itself. Very disappointing business practices and agree with the other customers, this unit is not worth the monies spent and the warranty service is even worse.

  

  Business Response

  Date: 08/09/2022

  We are very sorry for Ms. ****** experience. We have reviewed her case and provided a new unit on Claim Order # *******-1 . The *** ** tracking for this unit is ************ and it is scheduled to be delivered on Thursday 8/11/2022 if there are no shipping delays.

  Customer Answer

  Date: 08/10/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  After months of fighting with this company, I stand reserved about their so called "REPLACEMENT" as, it will be another used unit. Last time speaking with company it was stated that it will be escalated to get approval to send a NEW replacement unit and not a warranted unit, that may be similar to the previously received. I do not have much faith in the replacement units, therefore, do not accept their used unit being sent. I contacted GE, also with absolutely no response! Sad for a major company as they are to hire a less than acceptable warranty company. I have filed a complaint with them as well, and no response. 

  
  
  Regards,
  
  
  
  ****** ****