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:08/01/2023

  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.

  Date: July 21, 2023 My washing machine was not properly draining. I would get an error code once the machine got to the drain/spin cycle. I received a Sd code on my Maytag washing machine. This could mean excessive suds. I did things recommended to try if this is the case. Nothing worked. The article then said to check the drain pump and some other components that I was not comfortable doing so I called Appliance Doctor. Applicance Doctor charges a $99.95 service call charge. If you need a repair and they do it, the price of the service call is deducted from the repair cost. The technician came to my home. I explained the issue. He ran the rinse cycle to see what happens and the Sd code came up. He then looked at his phone to see what this means. This is what he was doing when I checked on him. After about 10 minutes, he came back to tell me that it thinks it is the sensor and the cost of a sensor is $179 plus labor. This would cost me around around $271. If that doesn't work then I will need the motherboard replaced which would cost me even more. I told him that I don't know about doing that much as my machine is 8 years old. I would buy a new one because he couldn't say that replacing the sensor would work. I still had to pay for the service call. After he left, I researched some more as I remember reading part of what he told me. When I looke it up, it said that you should check all these other components first like see if there is a block in the drain, etc. He actually did none of that. He went straight to it could be the sensor without looking at anything. I called someone else from another company. The technician removed the bottom part of the drum to find that a piece that cost less than $50 was stripped. He replaced it and now my machine is fine. I called the Applicance Doctor because I wanted my money back. I called the technician to find the problem He did nothing but a ****** search.I attached a picture of the part replaced.

  Business Response

  Date: 08/02/2023

  On 7/21/23, our technician **** went out to this customer's home to diagnose the problem with the washing machine. He determined that a new rotor position sensor needed to be replaced, for a total job of $329.00. ******************** decided not to go ahead with the repair and paid the $99.95 service charge, which is NOT deducted from the total job, it is WAIVED if you have the repair done. ******************** then called the office to explain that she wasn't confident in the technician's diagnosis. In this situation, we send the technician back out, at no charge, to re-evaluate and correct any problems. ******************** was back on the schedule for 7/24/23 for re-evaluation, but she cancelled with the technician when he called her that morning to give her a time frame of when he would be there. She then demanded a refund for the $99.95 service charge, which is not how we work, we needed to re-evaluate the machine first, but she cancelled the appointment.

  Customer Answer

  Date: 08/03/2023

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

  I was going to say waive the fee but said deduct it from the repair cost either way, it is the same money at the end of the day. What the technician said was totally wrong. There was no way to properly diagnose the machine if you don't look at any of it's parts to see what is failing. All he did was look at the error code message of Sd which could be a number of things. All of which, he never looked at. He just made a guess. Had I done the repair he guessed I would have been out of $329 and my machine still wouldn't work because that is not what was wrong with it. 

  I did call and you first wanted to deny he didn't do anything and then you said you would send him back out. Why would I want him to come back. (Also, I did not cancel the appoint. Another lie by your technician. I didn't answer the phone when I saw his phone number on the caller ID) I no longer have any faith in him or your company. He just lied to me as that is not what was wrong with my machine. I had to pay another service person to come out who fixed my machine. The part that needed to be replaced cost less than $50. My washing machine is now working fine. I have already done numerous loads of clothes over the past week. Your technician said I needed a sensor. Mind you, this is a sensor he didn't even look at but he knew it needed to be replaced. I've researched this issues and watched videos. You need to actually look at the sensor to see if it looks rusted or burned out. 

  He clearly just made up a diagnosis and I want my money back. Your company is a total rip off and taking people's money without doing any actual work.

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

  Customer Answer

  Date: 08/03/2023

  This is the part he said I needed. The technician who came told me this was a $179 part. So this company was going to charge me $329 to replace this piece. Whoever is responding is not the technician and he was not at my house. My washing machine is in a hallway closet. You would have to pull it out to look underneath of the washing machine. That is where this piece is located. He didn't do that so how does he know it needed to be replaced. He didn't even look at it. From what I saw online, it could have gotten disconnected. He didn't know that. If he was trying to just diagnose my issue from the error code, it was F71. The error code for a rotor position sensor is F51. When I called someone else, he ran the diagnostics and then removed the bottom piece inside the drum. The plastic piece underneath that holds it on was worn. He showed me the worn piece. That is why my machine would not go to the spin cycle. The other cycle worked fine. If you look up what happens if the sensor is bad, it states the washer usually doesn't function at all. My machine worked. It just didn't go to the spin cycle. Another thing I saw is that this piece can be checked to see if it is bad. Also, another thing he didn't do. The technician came to my house and charged me $100 to ****** the error code. Without checking the part, he told me that is what I needed and it might fix my problem but he is not sure. He did this all based on error code *** when my ****** ***** had error code ***. It needed the hub kit replaced. 

  I've attached screenshots of what both error codes could mean. This is how incompetent the technician was besides not looking at any of the parts, he couldn't even look up the correct error code. The rotor position sensor is error ***. My machine had *** which is the hub and that is what the company I called replaced. 

  Customer Answer

  Date: 08/11/2023

  How is this complaint closed? This business charged me for service they did not provide. I provided all the evidence that this company improperly diagnosed my washing machine without even looking at its components. If I would have proceeded with the $329 repair, my machine still wouldn't be repaired since that wasn't the issue. I was going to buy another washing machine but luckily I did more research and decided to call someone else even though I would have to pay another service call fee. This business is getting away with going to someone's home and giving them false information then taking their money to do so. 

  This is completely unacceptable.