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:11/18/2022

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 called Whirlpool to complain about a refrigerator I purchased from them in 2019. I explained the refrigerator is out of warrantee but my lights were out in the refrigerator cabinet and was told by a serviceman there was a design problem that couldn't be repaired. Upon speaking to a **************** Rep I explained it should not cost $600+ a year to maintain a refrigerator. She refused to give me a Warrantee but said I should purchase one from them for over $500. a year. Told me I could pay approx for $48/mo and I was not obligated to keep paying. I could quit at anytime with no penalty. She tried taking my credit card number but was unable to and transferred me to another Rep who told me what the other Rep said wasn't true and I would pay penalties if I discontinued the Warrantee prior to a year. I told her I did not want the Warrantee but thought I should be compensated to cover the design problem. I wanted them to Warrantee the product for one or two more years to cover my losses. They refused until I mentioned that a light was out in the freezer portion of the refrigerator. The Rep then said "if the lights out in the freezer we have to fix it". I asked if they were going to send someone out to make repairs. She said yes. I repeated again I did not want to pay for service. Several days latter a Serviceman came to my house and told me the same reason he couldn't fix the problem was because of a design problem but he could replace the LED lights that were out. That day he replaced the light in the freezer and then used that same LED to repair another burned out light in the cabinet. Told me he had to come back to repair one more light which he did about a week later. In my discussions with the Serviceman, he was of the impression Whirlpool was paying for the service. Several weeks later I received a bill for $709.34 for changing two LED lightbulbs. On 11/17/22 I called Dan Mark Appliances. Spoke to *** the billing manager. I told him about the bill. Told him that ********* told me they were paying for it. He said yes I know they denied payment. He also said he was not showing a bill for $709.34, that he was only showing a bill for a little over $300. I asked him then why am I holding an invoice for $709.34. He could not answer. I explained to him I thought this was a switch and bait to get me to purchase a Warrantee. He did not respond. I told him I will not pay anything because ********* told me they would take care of it and asked him how can he even ask me for money without issuing me a proper invoice. I then called ********* who denied ever saying they would handle the service call. Due to the circumstances of first lying to me to try to get me to purchase a Warranty, then lying to me about picking up the cost of the service. I believe I was intentionally manipulated by Whirlpool. Then ******* coming out to do the service, telling me Whirlpool is paying for it and then getting double billed by ******* upon the refusal of Whirlpool to pay is highly suspicious. It appears they are working together to manipulate sales of their Warrantee at any cost to the Consumer. The next day after speaking to ***, Billing Mgr, ******* started making harassment collection calls without so much as sending. me a corrected bill. I have invoices, notes, dates and times of our discussions if you wish to see them. These companies are working together in a fraudulent manner to boost their Warrantee sales. They told me they had to fix it and then charged me for service. This appears to be a switch and bait type of situation scam to boost their Warrantee sales.