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:03/28/2025

  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.

  Dishwasher is under manufacture warranty and I also purchased an extended warranty. Lead tech was unprofessional bc I could hear him on my Camera in the basement talking to the other tech. He verbally acknowledged that he would request replacement due to the rust. The screw was the dam replacement screw he installed. This has caused damages to my floor, Sonos system. Now that Whites Appliance was dishonest about the report, they need to replace my floor and Sonos system.

  

  Business Response

  Date: 03/28/2025

  NOTE This is the 2nd response to this Complaint to the BBB.
  
  1.  Only one visit to this customer's home was documented!  The dishwasher is under warranty, and a request was submitted to the manufacturer for dishwasher replacement due to rust this is not being denied. The reason for the dishwasher replacement is merely surface rust that didn't penetrate the tub or door liner. (photos attached)
  
  2. As for the floor issue! This is Clear evidence of a Scam...Obviously trying, to scam a business or manufacturer to repair his flooring!  This accusation is dishonest on the consumers' behalf.  The initial call was for a dishwasher leaking and rust inside the dishwasher.  The Floor had previous water damage before the tech arrived, even in areas non-related to the dishwasher.  Pictures support this with the photos the tech took during his visit. AS WE STATED this was a result from the incorrect installation from the installer (SCREWS TOO LARGE KEEPING THE DOOR FROM FULLY CLOSING) in this case, whoever ***** provided him, or did they install it themselves?  This is not a result of the warranty technician's visit.
  
  3. The responsibility solely relies on the party who installed the dishwasher for any water leaks from the dishwasher, not the servicer who was there to find and correct any issues.
  It is our opinion that the water damage may not have just come from the improper dishwasher installation, but the customer wanted it stated in the report that it came from the dishwasher. This would have been a dishonest claim back to the manufacturer.  We are professionals, and this is something we just don't do. 
  
  4. Please be advised: We regret the following action, however.  We will soon be preparing documents to file a Fraud and/or Slander Lawsuit against this Scammer!
  Owner 
  
  

  

  Business Response

  Date: 04/09/2025

      The leak is not denied, evidence of water was indicated by the photos.  The source of the leak was discovered by the door not closing properly.  The cause of the door not shutting was the TOO LARGE screws not letting the door completely shut. 

  Smaller screws allowed the door to shut properly.  No other leaks were discovered on the dishwasher.  Thus, the service notes stated the leak was from an improper install (too large screws)   

  As for the rust, this issue is a factory issue and requires replacement of the dishwasher, because rust can-not be repaired.  Clear indication of rust but did not penetrate the tub or reflect a leak. 

  Whomever the installer is from ***** should be contacted in regard to improper installation screws.  Installation Warranty is with the installer.   Not the service agent. 

  This was not an improper diagnosis, but merely a truthful and honest observation.  

  Regards 

   

  Customer Answer

  Date: 04/10/2025

  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. 
  
  
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]

   

  The email that was sent to ***** does not clearly state that the  recommendation was replace due to rust. What I am asking is that White's Appliance send a detailed email that took place during their visit. Ok, if they are saying the screw or screws were too large, which in the response to ***** and the BBB, they are not clear on screw or screws. The Supervisor tech only removed 1 screw and replaced it, however my dishwasher is still leaking. To be threatened in the email wasn't professional at all. The entire visit and recording when the tech arrived from the time he went to my basement is on camera and audio. 

   

  Just send the correct detailed explanation from the visit to ****** 
  
  
  
  Regards,
  
  
  
  ******** *****