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:03/22/2024

  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.

  I purchased a washing machine from sanatoga Corp back in 9/23. At the time my wife was 3 mon. pregnant with our 3rd child and our current washing machine was broken. We went with a scratch and dent speed queen **** The salesman we were working with insisted it would be able to handle anything and we made sure to let him know we needed a heavy duty machine as we were washing cloth diapers, again he insisted it would work without an issue. They delivered and hooked it up and we started using it. After a few washes we noticed the clothes were not getting clean. Especially the cloth diapers. We tried multiple cycles to see if it was user error but noticed multiple issues with performance (water not filling up, agitator not really agitating) we called Sanatoga and they replaced the machine with a new one due to a parts shortage. Grateful with the new TR5 installed we started washing again only to find the same issues. We contacted Sanatoga again and a repair company was brought into the works. After multiple calls with no response a tech came out and looked at the machine (during this time we tried 4 detergents as well as cleaned the machine but clothes still dirty) the tech replaced a few things and said the machine was in working order but was a light duty machine, not a heavy duty like the salesman insisted it was. We called Sanatoga again but were told Im not taking the machine back I already helped you once I cant keep losing money on machines. then he tried to sell me another machine but said we had to keep the TR5? We contacted Speed Queen who reiterated that Sanatoga should have sold us a different model. We emailed Sanatoga laying out everything they had said but no response.We had our child on Monday and are still unable to get clean clothes.. We want to exchange the washer and are willing to pay the difference in price for the heavy duty machine. SQ is saying Sanatoga should help us since the salesman told us the TR5 could handle anything.

  Business Response

  Date: 03/28/2024

  Weve spoken to ************** on numerous occasions. As he accurately explained we did exchange his initial washer with a brand new, boxed ******************* He did report a service call which went to Speed Queens factory authorized service. The notes in the service record show after the second trip to the customers house the unit was in good working order. 
  Speed Queen ******* are commercially rated *******, they are equipped to wash work clothes or other garments. We feel any odor issues are caused by ************** refusing to use a santization agent through the machine periodically. It is not needed in every wash but, since he is washing diapers it would be needed to kill germs. Even a small amount of bleach run on an empty cycle with hot water should remove oder issues.

  It is important to let everyone know in these ******* the normal/eco setting is a cold water only and a spray rinse. Speed Queen does this because of government regulations for energy consumption. They should be using the heavy duty cycle which allows a hot water wash, a deep rinse, and a longer agitation time. Speed Queen is considered a commercial quality/heavy duty machine. Included in the washer is a five year parts and labor washer warranty. It is a repair warranty not a replacement warranty. If ************** is not happy with the washer or if there is a service issue his problem is with Speed Queen not Sanatoga Corp. *** mentioned in one of his complaints that the washer was not removing stains. Stains in any washer need to be removed with a product like Shout and need to be washed on a warm wash not normal/eco which is cold water and a spray rinse. If anyone from the BBB would like to speak to me I am available after April 1st. I am happy to speak with a representative or someone from BBB if they would like to speak further in the phone. Unfortunately we cannot make anymore exchanges for his washer but, it has a 5 year warranty by Speed Queen. 

  Customer Answer

  Date: 03/30/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

   
   Complaint: 21472630
  
  I am rejecting this response because: 
  We have use Speed Queens recommended cleaning/sanitizing agents. They told us to not use bleach in the machine in this way. But ***** keeps telling us we have to. We dont want to void the warranty as speed queen told us would happen using bleach this frequently. It seems ****** goal is to take advantage of us rather than stand behind his products. This just shows he and his company dont know the products they sell and shouldnt be selling the machines. How many people are they misleading? We have done everything Speed Queen has said to do. This is why they said the machine that Sanatoga sold us should not have been one suggested. Sanatogas salesman told us multiple times the machine could handle anything. My wife was very clear with the salesman the type of stains we would be cleaning. Grass stains, mud, grease, blood and yes, cloth diapers. But it is obvious ***** doesnt understand the process. Diapers are scrubbed and treated before throwing into the washing machine. There is never ***** matter left on the diapers. As we have seen with 2 machines now it cannot handle these stains. We have to wash the same load of laundry 3 times on heavy duty in order for it to get semi clean. We have tried ALL settings including the heavy duty/soil. We trusted Sanatoga to provide the best machine for our needs. Instead they are putting us into more of a hole. We do not have time to play around with our laundry We have 2 young kids and a brand new baby. ****** way of making it right is just ridiculous. We do not want to pay him even more money to keep the machine we have and purchase a ******* machine that *** not even work. We purchased a set for a reason. He needs to exchange the machine since his salesman made the mistake of offloading the scratch and dent onto us. Either that or we want our money back. 
  As for the stains we pretreat all stains with Oxy-Clean and or shout. We use afresh to sanitize and clean the machine 1-2x a month which is recommended from speed queen. This washing machine cannot wash the clothes in the same way the suggested model (TC5) from Speed Queen can. During our hour long phone call with a Speed queen associate as well as a manager,  they said once the machine is purchased by Sanatoga it is no longer something SQ can help us with when dealing with matters like this. ***** - Speed Queen is saying YOU need to make this right. Exchange or return our money. The fact that you have too many scratch and dent machines in your inventory and will go bankrupt taking machines back (your words) is not our problem. 
  ***** is stating that the machine is past his return policy. We were never told of this policy NOR is it posted anywhere online or on the receipt we were given. You have to call to find out the policy. So essentially it could be changed at any time. Regardless of the policy, we have not had an accurately working machine from the time of delivery beginning of October 2023. Again, we were sold a damaged scratch and dent. Then the REPLACEMENT was damaged. After several calls to *** from Sanatoga and never receiving a call from a repair person, 3 weeks later, ***************************** came to check the machine. It was determined that one was not working properly and he replaced 2 boards the following week. That being said, once we finally had a properly working machine we notified ***** immediately that this machine wasnt working up to the standards we were told. This is not a warranty issue but a business issue. 
  We have several pictures and videos showing the machine not churning clothes and getting things clean. 
  
  
  Regards,
  
  *****************