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:01/20/2024

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  

  They did not complete the repair process, as documented in my original correspondence.  I called, emailed and wrote a letter, to try to rectify, as attached in my original complaint.  They ignored me and did not return to repair my washer - it still does not drain properly.  AFTER I paid the initial service fee.  So, not only do I not owe them any money, they should return the service fee I paid to them, as per my original complaint.  
  
  
  
  
  
  
  
  Regards,
  
  
  
  **** *******

  

  Business Response

  Date: 01/23/2024

  Good Morning ,
  Thank you for your inquiry. After reviewing all phone recordings with date and time stamps, your claim is unsubstantiated and you still have an outstanding balance.
  Please call into our office to remit payment. If you have any questions or concerns, please feel free to reach out to me directly.
  Dave G
  V.P. of Service
  Dan Marc Appliance
  
  

  

  Business Response

  Date: 02/06/2024

  Good Morning ,

  Moving forward, Dan Marc has decided to give a concession on parts and labor already installed for this call.

  We will be absorbing the costs of the outstanding bill and there will be no further charges to Ms. ******.

  Thank you 

  Dave G

  Customer Answer

  Date: 02/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:11/03/2023

  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: 20820342
  
  I am rejecting this response because:
  I have reached out numerous time to the company. And they continue to refuse to fix the refrigerator.
  
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 11/03/2023

  Good afternoon,

  If the client is still having issues, they should report to their extended warranty provider.  Dan Marc Appliance was sent by the contract company and did not collect any money to repair the unit from ***************. If they are still having issues, they should ask their contract company for alternative options to see how they and ************** would like to proceed..

• Initial Complaint

  Date:07/12/2023

  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: 20309836
  
  I am rejecting this response because:
  
  
  Incorrect both times.
  

  The first time it was deemed unrepairable, sir. ** your technician at Dan Marc. I have the voucher emailed!  This is how I have been send this a new refrigerator.

  This current New refrigerator has also been deemed unrepairable. It currently clanks upon opening. Your technician was not able to repair this brand new three week old Whirlpool.  Therefore, because it is under warrant,Whirlpool is going to replace it . 

  Please review your facts and train your technicians to write clear notes, in full sentences.  Thats what the issue is.

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

  

  Business Response

  Date: 07/12/2023

  We sent a tech out two different times, as well as had them contact Whirlpool tech support while at the home.  Both techs, as well as Whirlpool's team of support agreed that the unit was operating as it is designed.  If you are not happy with the product itself, that is something to be taken up with *******.  We are just the servicer and verify any complaints that we can not find any issues with and have that information documented with their tech support team. 

  

  Business Response

  Date: 07/21/2023

  Thank you very much for your input, as we strive to improve to give our clients the best service possible.

• Initial Complaint

  Date:03/31/2023

  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.

  Dan Marc is the appliance repair company for whirlpool products in my area( by the way will never buy another whirlpool appliance ever again) my complaint about the company is the time I have waited for them to come back not once not twice, but 3 times to try and fix my 8 month old whirlpool refrigerator. Although their technicians were good I'm frustrated by the lack of concern. My first encounter with Dan Marc was on March 6th tech sent to look at appliance , has to order parts, they have since been to my home 2 more times to try and repair the appliance each time needing another part because it is still to fixed . Each time I am waiting a week to 10 days for them to return to try and repair the appliance still is not fixed and now I am waiting for them to return again, they were last here on March 27th , and today I was informed that they cannot get back to me until April 10 with no guarantee that this will fix the issue. Whirlpool is just awful at trying to rectify the situation , if ******** knows this particular model from whirlpool has this issue all the time ( compressor, evaporator, etc) why not bring all necessary parts right from the start just in case especially since they know this is what happens to these units, come prepared for the worst and hope for the best. So twice freezer food had to be thrown out , can't use fridge or freezer and this is the one in my kitchen and its been since February 23 rd that this all started . feel like my repair should be on the top of the list as soon as a part arrives.

  

  Business Response

  Date: 04/01/2023

  We are doing our best to resolve the issue with your appliance.  The initial trip, the refrigerator was unplugged.  In most cases, as is in this one, it's difficult to properly diagnose a refrigerator, when it has not been running, as testing and checking symptoms becomes much more of an educated guess than a definitive conclusion.  We do our best in that case to cover all bases, but sometimes it can take additional attempts to lock down the cause of the failure and correct it.  As for the time lapse for the parts to arrive and reschedule, we do not have any control over that.  We contact you when the parts arrive and offer the next available appointment, based on the schedule, time needed for the job, etc.  Trust me, we do not want to make additional trips either as we only get paid one time by the manufacturer.  So, that's not good for business either, but unfortunately, some repairs are more difficult than others and this has been the case here.

• Initial Complaint

  Date:02/10/2023

  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.

  On February 15,2023, had my dishwasher serviced by Dan Marc Appliance. The tech did not resolve the issue and I told him so before he left. He had no problem collecting the service call fee. The next day, we tried to use the dishwasher and had the same problem. Called the company immediately and was told it would be another week before someone could return. I feel that this call back should take some sort of priority, since I have already waited a week and have paid them. They are the authorized ************** in my area. I contacted ******, but they said they were unable or unwilling to help with the situation. I am very displeased with both of these companies. Dan Marc appliance:************

  

  Business Response

  Date: 02/11/2023

  Technician came to the home, found some debris in the drain pump and tried the unit.  He only charged the service fee, as is customary.  When the customer called back, we spoke with the tech, who said we will need to bring to pump for the return visit. we've ordered the pump and want to have it on hand, should the debris, which is not a product defect but a customer use scenario.  There will be a part and labor charge on the return visit, if the pump is, in fact needed. The service fee is good for 30 days

• Initial Complaint

  Date:02/03/2023

  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: 19330510
  
  I am rejecting this response because:
  
  They claim they offered to fix the appliance after the 2nd service call and it was clear that the service performed was erroneous and unnecessary.  They avoided returning my calls for 5 days.  In that time, I had to repair the unit on my own.  It was a typical issue with the appliance and any experienced technician would have been able spot it and fix it (broken damper door).  For this reason, the service provided (replacing sensors) was bogus and I would require the $$ back for that service.  ************ doesn't stand by their work, doesn't return calls and performs bogus work.  These are the hallmarks of a poorly run business.  I sincerely hope that Dan Marc changes their tack and works to improve their communication and technical skills.  An expert service technician doesn't perform bogus work, and certainly shouldn't charge for it.  

  Regards,
  
  **** *****

  ost of their erroneous and unnecessary service $279.63. The service and parts were due to incompetence and a good business should not charge for incompetent work.

  

  Business Response

  Date: 02/04/2023

  The tech being on the phone is protocol.  It's called tech support, which EVERY mfg has, allowing technicians to call in for just that, tech support.  As for moving the refrig out, these are service techs, not moving men.  There are many times where, due to the manner in which the product is installed, and not having been there to see, it takes an extra set of hands to get the product out, to gain access to the rear of the unit.  In addition, the customer had called in to complain about the fact that they felt the unit was not functional.  The tech manager offered to come back out at no charge to rectify the issue, should there be one, at no charge.  The customer refused.  The warranty assures the product will be fixed, and we will do so, within the 90 days, during that period.  It is not, nor would any warranty be to just give someone their money back and move on.  We have to be given the opportunity to rectify the issue, which we were not.  They also put in a dispute to their credit card company, after that, again, without the opportunity to rectify the issue.  

• Initial Complaint

  Date:01/06/2023

  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: 18695554
  
  I am rejecting this response because: the business excuse is weak. Stay far away from a company who treated customers this way. 
  
  
  
  Regards,
  
  *********************

  

  Business Response

  Date: 01/06/2023

  We have been faced with a labor shortage, due to Covid and flu issues.  We, at no point refused to make a return visit, just have backlog, due to the unexpected staff calling out sick