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:06/13/2023

  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.

  On October 25, 2022 my husband (**** ******r) and I purchased appliances from Laketon Appliance Center. We paid in full that day ($3959.00) and we were told that the appliances (fridge/freezer, stove, dishwasher, and microwave) would be delivered the next week on November 2. The appliances were delivered that day, however the fridge was dented and one of the shelves in the fridge was broken. We notified the delivery men who were still at our house. They then contacted an employee who worked in the Laketon Appliance store/showroom. They were able to switch out the broken shelf with one from a floor model. This was done that day. We were told that Whirlpool would have to come replace the damaged door. We contacted Laketon Appliance multiple times over the course of a few minutes in an attempt to get an update on when we would be hearing from Whirlpool. We even attempted to get a contact number for Whirlpool so that we could contact them ourselves, but were told by an employee at Laketon Appliance that he would be contacting "his rep" from Whirlpool. Eventually in the end of March 2023 a representative from Whirlpool contacted my husband and we set a date for them to come to our house to look at the damaged door. Devin from Whirlpool/Platinum Factory Service came to the house on April 12, 2023. He advised us that in order for the door to be replaced they would have needed to be contacted by Laketon Appliance within 30 days of purchase. He gave us a quote for the repair (including parts, fees, and labor) which totaled $836.61. After hearing this, I contacted Laketon Appliance multiple times to advise them that Whirlpool was unable to replace the door. Every time I spoke with somebody I was told they would look into it and get back to me, but my calls were never returned. Because the refrigerator was delivered to us damaged, I am requesting that Laketon Appliance replace the door or reimburse us the total cost needed to have the door replace ($836.61).

  Business Response

  Date: 06/16/2023

  Unfortunately all the manufactures are backed up on all refrigerator doors and accessories, I did ask if this could be expedited and I just received this back and of course I will stay on top of this.

   

  Hello, Platinum service will order the doortop and schedule the repair with the consumer.
  
  Thank you for your partnership!
  
  Katheryne S******
  Trade Care Team SPOC
  Customer Contact Center Specialist
  
  
  On 6/15/2023 4:02:19 PM

  Customer Answer

  Date: 06/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Laketon Appliance is saying they have contacted the manufacturer who will contact us to set up a replacement for the door.  This was already done and we were told by Whirlpool that it has been well past the 30 days and the door will not be covered under warranty and we would have to pay to have it replaced.
  
  
  
  Regards,
  
  
  
  ******** *****