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:03/03/2025

  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.

  
  Complaint: 23012338
  
  I am rejecting this response because: my washing machine is still leaking. This company only offers business day appointments and I cannot take off work yet again to resolve this issue. 
  
  
  
  Regards,
  
  *** ******

  

  Business Response

  Date: 03/13/2025

  Job was completed today

   

  

  Business Response

  Date: 04/01/2025

  Good afternoon,
  
  
  Regarding your request for a diagnosis, please note that we do not provide a second ********** for this service, nor do we require our employees to work evenings or weekends.
  
  
  I recommend contacting your contract company to inquire whether they have a provider who can meet your specific needs. According to our records, your service request was successfully completed on March 13 with no reported issues with your washer.
  
  
  Sincerely,
  ****

• Initial Complaint

  Date:12/23/2024

  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.

  My washing machine isn't working since December 5th. Dan Marc appliance repair got notified on December 6th with the problem. They called me on December 9th to schedule a technician to come down and check it on the 12th. He came down, heard what the problem is, and by testing the machine, he saw no error code come up. So based on what I told him didn't work, he decided to order 2 parts. The company called me on December 18th to schedule the technician to come down on Monday the 23rd. He came down, changed the parts, tested the machine, and no error code came up again, and he left. As soon as he left, I started to use the machine, and realized the problem was not fixed. I right away called him back, and he said he cannot come back. And that I would have to reschedule a new service call. I did, and Dan Marc appliance repair said I will have to wait till next week Monday, on December 30th. It's gonna be 4 weeks that I don't have a working washing machine. Testing the problem of the appliance is not a guessing game! This is taking way too long!

  

  Business Response

  Date: 12/26/2024

  Good morning, 
  I see we did check your unit on 12/12/24 and found no error codes nor could replicate the problem. Our technician had ordered parts based on what you told him. I also see we are coming back out  on for 12/30/24. Our recommendation is to take a video of the sounds that you are hearing and email them to ******************************** to better help resolve the issue with your washer. Should you still have concerns, feel free to call our office at ************ and ask for the Vice President of Service. As far as scheduling delays, we are running shorter scheduled days during the holidays and refrigeration and cooking is taking precedence. Thank you for your valued service and we will assist in resolving the issue with your washer as soon as possible. 
  Again, if you can email a video of your issue, that will help expedited the service.
  Thank you 
  **** ********
  V.P. Of Service
  T: ************ ext 2009
  web: **************************

• Initial Complaint

  Date:09/13/2024

  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.

  
  Complaint: 22283007
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *********************

  

  Business Response

  Date: 09/15/2024

  Good Morning,

  An additional part was ordered from your manufacturer and once in we will make sure that all your concerns are corrected. Should you need anything or have any questions, please email our vice president of service at ************************************** We apologize for any added inconvenience this may have caused.

• Initial Complaint

  Date:08/08/2024

  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.

  Danmark Factory sent a technician that was guessing what our washer machine could have. Change a piece that was nothing wrong with., when my husband told him it is nothing wrong with that. The machine was not fix and we have to paid $151.50 for a visit that didn't fix neither let us know what the problem was. That is so wrong. We ask for a refund and they said they don't do refunds.Is ok to pay if at least we will know what is wrong, but pay for someone to came here and guessed, change something that doesn't have to be change and keep guessing with something else, that is not right.

  

  Business Response

  Date: 08/08/2024

  We were dispatched a call on 8/7, for a washer making a clicking noise.  On 8/8, today, the tech went to the home and he determined that the noise seemed to be coming from the transmission (gearcase), which is not something you can open up and repair.  The only option would be to replace it.  We quoted them the cost to repair it and they declined.  *********** fee, which is $137.95, plus tax.  When they contact Whirlpool to request the service, they are explained the fees for the company they are dispatching the service request to.  That fee covers us going out to the home and diagnosing the product, which is exactly what we did, offering them an estimate to complete the service.  

   

• Initial Complaint

  Date:08/08/2024

  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.

  Domestic and General is a new warranty company utilized by Whirlpool. Dan Marc is the tech company dispatched to this area for repair. On Monday August 5th, I called Whirlpool and informed them that a technician had been dispatched from Dan Marc on July 31st to investigate a banging noise coming from a three year old refrigerator. The tech came, cut off an already inoperable water valve to stop the noise, but did not fully inspect the fridge and 5 days later, the entire unit stopped working; spoiling thousands of dollars of medication and food. This had been the second time in less than a year that I have called Whirlpool about a defective product that had caused potential life threatening consequences. Last year, a poorly constructed range went ablaze after a plexiglass front door cover caught fire. When Whirlpool replaced the item, it was sent to Dan Marc and they subsequently dragged their feet delivering the item almost a week later. I called Whirlpool several times since Aug 5th to inform them that their warranty company seemed to have no intention to quickly rectify the problem, offering myself and elderly mother no resolution for the loss. Their customer service employees were both disengaged and disinterested, routing me back to Domestic and General, who showed even worst contempt for having to look at the case the second and third time. Whatever reason that Whirlpool is trusting and jeopardizing their quality name to this deficient company, remains a mystery. Whirlpool is pushing all their older warranty customers to this cavalier and indiscriminate company. I would like my losses assessed and an offer for a new refrigerator immediately. To make the situation worse, the tech company Dan Marc Appliance shows even worse professional comportment in their communication, refusing to see the situation for the human interest concern it is, showing inflexibility and contempt for the consumer. Just lousy customer service all around by people who just dont care.

  

  Business Response

  Date: 08/08/2024

  On 7/31, we were scheduled to go out to repair their refrigerator for a "loud banging noise coming from the fridge".  The tech found the noise was coming from the water valve, when it was calling for water.  He explained that it was a normal function of the refrig.  Subsequently, we were dispatched another service request on 8/6, with a "no cool" complaint, which clearly wasn't an issue last week, since the ice maker would not call for water if the refrig wasn't cold enough, as there is a device built into the ice maker that unless the product is cold enough to freeze (functioning properly), it would not call for water to make ice.  

  We are scheduled to go out to the home tomorrow, so can not say at this point what might be the issue.  But, we are just the servicer.  We don't engineer or design the product.  We simply service the product for Whirlpool, which in turn manages the D&G book of business.  We have ZERO say in food loss complaints or anything more than receive a service request for a specific date and show up to so our job.  As for the range...we were dispatched out on 9/6 on a "safety" call by Whirlpool, the day after returning from the Labor Day long weekend.  We did EXACTLY what was asked.  We were to report our findings to the Whirlpool Techline, along with pictures of the damages.  They, in turn, decided they would replace the product.  Not sure what we have/had done wrong with either circumstance!!

• Initial Complaint

  Date:07/11/2024

  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.

  ******** hired a contractor called Dan Marc Appliances to do a service call for my refrigerator. The technician that showed up at my home was unprofessional and incoherent, so i asked him to leave. Upon leaving he asked me to sign the paperwork and I refused, because no work was preformed, and I was not happy with his presence in my apt. I called Dan Marc immediately to complain and request another technician, but was met with extreme hostility over the phone by a person named *****. I then made it clear I was no longer interested in the appointment, not to make it, and that I would not be paying for the original visit either since I kicked the technician out of my apt. ***** went ahead and booked an appointment for me anyways, and then threatened to charge me if Whirpool warranty doesn't cover it. I refuse to pay for the unprofessional technician whom I kicked out of my apt, and the paperwork that I refused to sign.

  

  Business Response

  Date: 07/22/2024

  Good morning,

  Dan Marc has not billed you and there will be no charge to you for the 7/5/24 visit. Our technicians are bonded, pass all background screenings continually and find refute the statement above.

  We have marked our system per your request, and we will no longer service your appliances in the future.

  Should you have need or have any further issues, please email us at ********************************

  Thank you. 

  **********

• Initial Complaint

  Date:06/06/2024

  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.

  
  Complaint: 21810691
  
  I am rejecting this response because: This issue continues. The problem is that the washer worked BEFORE the technician did the work and did not immediately after he left. My complaint is your response to your own error. The technician was back today and found the 2 issues that existed. One is that a hose was cut at his last visit which caused condensation to then enter the electric board. We had NO ISSUES with this prior to his repair.  He then told us to call the dispatch in 20 minutes to schedule a NEW appointment. When we did this, we were told that they would not be able to set up a date until the parts were ordered, BUT the technician looked up the parts while he was at our house and said the parts were readily available. Your response and customer service is terrible. The problem continues and has even gotten worse. 
  
  
  
  Regards,
  
  *************************

  Customer Answer

  Date: 06/16/2024

  
  Complaint: 21810691
  
  I am rejecting this response because: The washer worked, but needed a new suspension. When the technician installed the new suspension a tube was cut which caused the leak and ultimately the additional parts that were required. The leaking hose caused water to get into the electrical panel, which is the additional part. If the technician had come right back, we may have avoided this. The companys customer service has been awful and communication terrible. Unfortunately, we are forced to deal with them because they have the repair contract for ***************** in our area. 
  
  
  
  Regards,
  
  *************************

  

  Business Response

  Date: 06/07/2024

  We apologize that the issue with your washer continues. I do see that you called in and the unit now has an F8E1 error code. I will have a part pre screened, that might help with your issue when we return on 6/12/24. Thank you for contacting Dan Marc Appliance.

  

  Business Response

  Date: 06/13/2024

  Good morning,
  I apologize that we could not rectify your washer issue on 6/12/24.
  Our technician found that it needed additional parts at no charge to you. We have reached out to your manufacturer for parts and once we receive a tracking number, we will call to set you back up.
  Thank you for your understanding.
  *************************
  V.P. **********

  

  Business Response

  Date: 06/18/2024

  While I understand your frustration of your washer being down, Dan Marc is doing our best to procure the necessary parts needed to return. I do see we have set you back up for this Thursday 6/20/24.

  Should we not resolve the issue with the washer or you no longer want service, please feel free to contact me at ext 2009.

• Initial Complaint

  Date:01/31/2024

  Type:Sales and Advertising 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.

  Dan Marc *** was assigned by whirlpool to repair my KitchenAid refrigerator. Whirlpool was notified early January ****, Service tech came January 10th, diagnosed and scheduled parts purchase and return for January 26th. Parts were installed on the date of, and next day the refrigerator stopped working altogether. Prior it was just the freezer and icemaker issue, now the refrigerator part didn't work either. By the time I realized it, the refrigerator started smelling and the food also had an odor. I threw everything out and called for a return service call. Today, January 31 ****, their service tech was here and, again, did nothing but affirm that the appliance wasn't working and it needed repairs. Instead they should had the tech that caused this calamity to happen return to correct it. They are asking for me to further wait for repairs to be done and I find that unreasonable as they already wasted a month and my situation was made worsae by their actions. On top of this they caused financial losses as I ended up throwing away food that was spoiled by them fully breaking my appliance when it was previously a freezer and icemaker issue. My calls to them are rebuffed and deny fault in the breaking of the cooling. My financial losses are not receiving an honest evaluation by Dan Marc ***. and are acting as unaccountable for their actions.

  

  Business Response

  Date: 02/02/2024

  I spoke with the client directly and he was under the assumption that the unit would be repaired at that moment and wasn't.  He was already aware that he had a seal system issue with the unit and poor cooling prior to calling us. Yet, they still decided to use and store food in the unit. The service is still ongoing where we plan to get the initial request resolved. Our suggestion is to wait ***** as recommended by the manufacturer before returning any items to the unit in question.  

  *************************
  V.P. of Service
  Dan Marc Appliance
  *******************