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Business Profile

Household Appliances

W Appliance Company LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Household Appliances.

Complaints

Customer Complaints Summary

  • 31 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/14/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 story seems to be similar to the other complains filed against this business. I purchased a Black and ****** dehumidifier and it stopped working properly a few months later. I called and returned it to them as the instructed me to do. They confirmed receiving it. After many weeks went by I stared calling regularly and was always told the same information. I was told that the case would be escalated to management and that I would get a call back in 48 hours - none of that happened. Now it has been well over 3 months since they got the broken dehumidifier back and I have no replacement, no refund, and no indication of when I will have a replacement. The company is not honoring their warranty and this warranty service seems to be a scam. My ticket # is ****.

    Customer Answer

    Date: 10/14/2022

    Regarding the date I became aware of the issue and the dates I contacted them, please note the following.  

    The unit had been operating improperly for several months, but I made due with it as-is.  In late May it completely stopped working.  

    I contacted the company on June 1 about the issue and provided them with the requested information.  Subsequent to that I was supposed to receive a return shipping label, but I did not receive and had to call them in order to get it.

    The unit was shipped back to them in late June and they received it.  I have *** tracking information confirming this.  They say it can take several weeks to receive the replacement. 

    Called end of July, was told would the replacement be sent out within a week.

    Called 9/7/22 - Was told that the replacement unit should be in by Friday, call next week to see if went out.  I had not been told that he replacement unit was not available on my previous call.

    Called 9/21/22 - They said since I have been waiting so long they will escalate the case to management.  Supposed to get tracking before Friday (9/23) or give them a call.  I never received tracking or a call.

    Called 10/5/22 3:20PM - Spoke to lady, she saw that the case was escalated but management has not responded to escalation yet.  Said will escalate again and I will get a call within 48 hours. I never received a call.

    Called 10/12/22 4:05PM - Gentleman told me that as of now there is no update.  Asked for manager or supervisor, said there is no way for them to transfer to supervisor.  Sees that the case was escalated and manager was asked to call, but nothing has been done yet.  He had no information on if or when the replacement would be sent and said all I can do is wait.  I told him to please let a note for the management that we will be contacting BBB and *** attorney general.

    It was at this point that I contacted BBB.

    Note for BBB, this appliance is a Black and ****** product.  It seems that Black and ****** uses this company to manage their warranty returns for these appliances, but the warranty is from Black and ****** and we should contact them as well. 

     

    Customer Answer

    Date: 11/29/2022

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding W Appliance Company LLC has been resolved, after taking an excessively long period of time for the company to resolve it.  I believe that if a consumer does not continually call this company, they will not fulfill their warranty replacement.      

    Sincerely,

    *********************

  • Initial Complaint

    Date:10/03/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 bought an air conditioner from them on 5/21/21, I paid a total of 386.50$ to the company. When the unit started leaking water uncontrollably, I contacted the company for their promised warranty service and went through a week of hassle to finally get them to send me a label to send my unit to them for warranty. It took a few months for the label to be sent. It has been a year or so since Ive sent in the unit and they have also not replied to any further emails I have sent to them. I want my money or product back.

    Customer Answer

    Date: 10/28/2022

    Better Business Bureau:

    At this time, I have not been contacted by W Appliance Company LLC regarding complaint ID ********.

    Sincerely,

    *****************

  • Initial Complaint

    Date:09/16/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 purchased a New Black +****** portable air conditioner model number BPACT14WT on March 14, 2022 from Amazon. Unit was delivered in perfect condition and seemed to be working. A few months later went to use the unit and it would not get cold. Did all the troubleshooting with no change and called customer service for the first time on July 7th. I was told that it would be a warranty exchange, to email them the proof of purchase and they would send the shipping label. I did, and then had to call a week later to follow up because I had not received the shipping label. Shipped the unit on July 24, 2022, and had tracking info that it was delivered on Aug 1st. I called on Aug 8th after not hearing anything and customer service tried to tell me they did not have it. I told them I was looking at the tracking and that it arrived at 10:29am on 8/1 and was signed for by ******. They found the unit in there system at that point. I was then told that it would take ***** business days for them to process and send a new one. I called back on 8/16 to follow up and was told they were behind and that it would be shipping "soon". I called again on 9/14 to follow up and was told they did not have any new info in the system and that they would have to forward this to a supervisor to figure out what was happening, and I would get an email update. I felt this was unacceptable given the time that has passed and asked to speak to the supervisor but was told that was not possible, and I could request a call back that would happen within 48 hours. I did not receive the call as promised, and called again only to be told the same thing, and that it would be passed to a manager. I was also told that I just have to keep waiting.

    Customer Answer

    Date: 10/12/2022

    Better Business Bureau:

    At this time, I have not been contacted by W Appliance Company LLC regarding complaint ID ********.

    Sincerely,

    *********************

  • Initial Complaint

    Date:09/08/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 returned an air conditioner for warranty replacement on or around July 5th it was received by them a week later and a replacement should have been shipped by the first of August. Now after many attempts of contact it is September and here i am no a/c and missing 441$

    Customer Answer

    Date: 10/02/2022

    Better Business Bureau:

    At this time, I have not been contacted by W Appliance Company LLC regarding complaint ID ********.

    Sincerely,

    *******************

  • Initial Complaint

    Date:09/06/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    We purchased a ************** air conditioner had it for less than a year and it quit working. We called the warranty place and returned the unit verified it was received on June 3 byHerman @ 10:39am tra cking#******************* Now they have our purchase of ****** on purchase date of 7/18/2021 and the machine. We have been calling every week on case # **** asking when it will be here and we are told by **** he will send for review but nothing happens. When I ask for a supervisor they tell me one will call me but they can not do more than that. Still have not received email of tracking number for delivery of unit which was supposed to be a 6-8 week time frame.

W Appliance Company LLC is NOT a BBB Accredited Business.

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