Complaints

This profile includes complaints for Guinco Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Guinco Service

  7231 Baker Blvd Richland Hills, TX 76118-5804

  
• 

  Guinco Service

  3848 E Roeser Rd Phoenix, AZ 85040

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:05/08/2025

  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.

  To Whom It May Concern,I am submitting this complaint regarding the ongoing issues with my Whirlpool refrigerator and the handling of the inspection report by GUINCO and **********************I purchased my Whirlpool refrigerator in September 2024 and have faced persistent problems since then. ********* has been cooperative in sending technicians to inspect the unit. However, despite multiple service visits, the issue remains unresolved.Timeline of Events:I do not have enough space here for the full complaint. So, I have attached it " COMPLAINT BLESSING SEFOFO WONYAKU" and it has some of the invoices, the serial number and detail for the Whirlpool fridge.

  

  Business Response

  Date: 05/29/2025

  We apologize for the confusion and the delay in providing the information you requested regarding Job Record ****** for the Whirlpool unit (Serial Number: ********** that was in warranty. We have now emailed that information to you.Upon reviewing our communication with you, it appears our representative may have misunderstood your request and believed you were inquiring about the history of the KitchenAid unit we had just inspected the week before. 
  Please note that the KitchenAid unit was out of warranty and there remains an outstanding balance that you still owe for that service since you refused to pay when our technician worked on the unit. This balance must be paid before we can proceed with any further work on units at your residence, regardless of their warranty status.
  Thank you for your understanding. Please let us know if you have any questions.

  Customer Answer

  Date: 05/29/2025

  Complaint: 23304966
  
  I am rejecting this response because: I did not contract you for inspecting my KitchenAid, Whirlpool did. It is their duty to clarify I would owe if the damaged found are out of warranty. I have already spent $80 to check the fridge before reaching out to them. If I knew all the above, I won't authorize the inspection. Please pursue your client. 
  
  Regards,
  
  Blessing Wonyaku

  

  Business Response

  Date: 06/12/2025

  We have a recording of our Guinco representative telling someone in the household that answered the phone number on file that the unit is out of warranty and that you would owe money. This phone call took place on 5/1, before we ever came to your home on 5/2 for service. Our stance has not changed in any way in response to the rejection to what we stated last time.

  Customer Answer

  Date: 06/12/2025

  Complaint: 23304966
  
  I never called you for service; therefore, I owe you a *****. This is the last time you are communicating with me on this matter. Prior to your inspection on behalf of the manufacturer, I had the fridge inspected and I paid $80 OOP.  With all your disrespectful behaviors regarding the Whirlpool fridge, you only came later and apologized. Still, you want to collect from me something that I did not call you for. If apologies are enough, then, I am also sorry for the inconvenience the manufacturer has caused you. 

  BBB, go ahead and close this case with my permission. 

  
  Regards,
  
  Blessing Wonyaku

• Initial Complaint

  Date:01/14/2025

  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.

  I have been waiting 14 days for a part to repair my washer. They cannot give me an estimated date when it was when it willbe shipped to me so that the repair person can come out and fix this issue. Ive asked for supervisors to call me no one has called me. am at my wits end. I dont know what else to do, but to file this report this complaint.

  

  Business Response

  Date: 01/23/2025

  Guinco has spoken to the customer over the phone about a needed part that is on Backorder through the Manufacturer. The customer initiated these calls,which started prior to the scheduled return date. Unfortunately, we do not currently have an eta, which is common when a part is on Backorder. Guinco reached back out to the customer on 1/21. We will continue to monitor communication from ********* about the part and will update the customer with any updates that we receive.

  Customer Answer

  Date: 01/23/2025

  Complaint: 22810422
  
  I am rejecting this response because:

  I have been the one always to reach out to this company. The only person that responded to me was ******. She had the respect to call me back.1/22 no one else has ever reached out to me. Ive been the one always reaching out to this company. Its unacceptable and untruthful about what theyre saying that they have contacted me never have they contacted me.
  
  Regards,
  
  ****** ********

  

  Business Response

  Date: 02/11/2025

  While our phone records and call recordings do not line up with what you have stated, regardless of that we still do not have the part needed for the repair. We understand this is very frustrating, but you are complaining about Guinco regarding something they have zero control over. We do not manufacture parts and are dependent on ********* to build and provide the parts for repair. As part of our contract with ********* we are required to only use their parts, so the idea of using a part built by someone else is out of the question because it would be a breach of our agreement. Your BBB complaints should be directed at Whirlpool based on what you are complaining about, and regarding the desired result of "completing the repair". I promise you we will finish this repair as soon as we have what is necessary to do so, and will reach out to you the moment your part arrives. 

• Initial Complaint

  Date:01/08/2025

  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.

  5/22 bought new washer 9/22 broke 10/2 made appt 10/4 actuator /cam replaced 11/24 made appt 11/29 control replaced 12/6 made appt 12/10 control replaced 12/12 cam /actuator replaced 12/14 made appt 12/16 appt - part ordered 12/23 wash plate replaced / ordered parts 12/30 had appt / wires needed fixed, parts ordered 12/30 harness ordered (will arrive on the 7th will be out as soon as the harness is in hand)1/7 made contact with office harness arrived this morning and was told earliest scheduled repair would be 1/15 waited on hold and was then given a time for 1/8 1pm-4pm.Above you will see the time line of the claim to the unresolved issue at hand. We have been out of our washing machine for almost 3 months now with multiple trips to the laundry mat where weve spent $80-$100 each time. The services provided have been about ***** minutes without a thorough inspection of whether the machine will work or not. Technician says it will work gentleman leaves and within 30 minutes the machine is broken again and were having to wait another week before getting the technician out again for the process to repeat.

  

  Business Response

  Date: 01/13/2025

  Hello *** *******,

  Looking through the job history on your washer, I do see the frustration towards the experience you had. I can see a particular visit where the technician may have been able to test for the secondary part while he was there and may have failed to do so, but as hard as it may be to believe the rest of the trips appeared to have been necessary through a set of unfortunate circumstances between new parts failing, parts being delayed beyond expected delivery dates, the wash plate needing to be destroyed in order to replace the gearcase, at least 2 different and unrelated issues occurring consecutively, and the nature of certain elements of a washer being a scenario where you must first replace one part to then know that other parts have malfunctioned (for example, you must replace a control board when it will not enter diagnostics mode, but because of that it is not storing error codes that would then indicate what other issues may be present). It looks like we finished the wash plate and gear case repairs on the afternoon of 1/8 and have not heard anything since, so it seems the unit may be working as designed at this point.

  We are not Whirlpool, and are a family owned business that only does repairs. We have access to parts, but not replacement appliances. This is something you would have to request from either ********* or the retailer you purchased the unit, since we are not able to offer a replacement unit.

  Since this is in warranty and you have not paid us any money, I can not offer any refund, but I will offer a $45 discount off the diagnosis fee the next time you use us on a non-warranty appliance that we service. 

  Thank you,

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 top of the line extra capacity Whirlpool 8620 washing machine in August of 2024. it has never worked properly. I have been forced to deal with ********* and their warranty program. they subcontracted this company guinco to repair it. on dec 12 a repairman came out and determined that I needed an inner and outer tub, 4 upper shocks, lower shocks, a computer board and cement stabilizers. there were a myriad of problems including shaking that knocked things off my walls and it drained while it was being filled. I put down weight mats and particle board and placed a yoga block in between to no avail....I was told guinco needed to order all the parts and that the soonest two people could get out here would be January 6th. on December 15th a box approximately 40 by 60 inches, was left at the base of my stairway at my front door. I couldn't imagine what it was. guinco had sent the drum to the washing machine to my house! I was never notified. I am 61 years old and in relatively good shape. on the box it says team required to handle. I loaded it up on a dolly and took it to a back patio. the box was too large to go through a door. I called the company and they told me that larger parts are sent to the customer. nobody told me that! meanwhile while you're on hold for 45 minutes waiting to talk to somebody they brag about how good their company is and what separates them from the competition- like salt in a wound!they came out today December 19th, they were here from 7:00 in the morning until 1:00 in the afternoon. they were supposed to remove the mats and particle board. they were supposed to level it and observe the washing machine. they did none of that. they left in a hurry. they damaged my floor. to top it off when I went to go do a load of wash it shakes more violently than it did prior. recycle is messed up now water just flows in it all the time. it is a disaster. meanwhile they act like they're doing me a favor. the worst company ever.

  

  Business Response

  Date: 12/23/2024

  Hello Mr. ***************** currently show that we have parts on order to complete this repair. As soon as they arrive we will expedite service for you to ensure we get this resolved. While it is company policy to ship larger parts directly to the customer due to limited capacity in our ********************** vehicles, it is disappointing that no one explained this ahead of time. We will be reviewing and coaching the communication with our consumers so this sort of misunderstanding does not occur again. Thank you for bringing this to our attention, and we apologize for the inconvenience. We also have notes or the returning tech to take pictures of any floor damage and will have a representative contact you to provide a solution. This repair is also flagged with both our supervisor teams and quality control to investigate what exactly occurred internally. As far as the 45 minute hold times, that should not be possible- in addition to currently having an average hold time of 2 minutes, our phone system is supposed to only be capable of keeping a consumer on hold for 10 minutes before offering a callback option and to leave a message. I will investigate this as well to make sure there is not a system glitch occurring.

  Thank you.

  Customer Answer

  Date: 12/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would, however like to address my flooring. I'm not really sure what can be done per se aside from some sort of compensation. 

  It was not intentional. 

  I'm still dissatisfied with the service. **** is very nice but they seemed rushed and they did not do the things that I asked. They did not leave after having ran clothes in it to see if it worked which really perturbs me because I stayed home from 7:00 a.m. to 1:00 p.m. while they installed it and left without even checking their work! The amount of time I wasted just with your company was inconsiderate.

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

• Initial Complaint

  Date:10/23/2024

  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.

  On July 27, 2022, we a KitchenAid refrigerator from Starpower at a price of $11,852.29 was delivered to our home. We have had Guinco service the refrigerator for a faulty left door hinge on 3/30/2023, 8/28/2023, 4/1/2024 and 6/18/2024. The hinge, inside the door pops and you can feel it is not smooth. The repair technicians have tried to straighten the hinge, have replaced parts and have glued the hinge, but it continuously returns. Over time, the hinge will wear down and the door will have to be replaced. Guinco has spoken with Starpower and with Whirlpool/KitchenAid Service. Whirlpool/********** told the technician to tell us to not slam the door. We do not slam the door. The door and hinge are faulty. We would like this repaired permanently and believe this means either replacing the door and hinge, OR replacing the refrigerator completely. The technician has documented that we are unhappy and no one from Guinco has reached out to us. If we call them, the representative(s) just want to create yet another service ticket.

  

  Business Response

  Date: 10/30/2024

  Hello, I am with Guinco Service. We understand your frustration with the situation and empathize with you. We are the service company that serviced your refrigerator, and are a separate business from the manufacturer, *********************, and the retailer you originally purchased it from, *********. It seems like the request for a replacement refrigerator was intended to be directed to one of those entities. We do not have the capability of replacing appliances, and have not stock of appliances. We only work in repairs, and have parts available to service malfunctioned appliances.

  Thank you!

  Customer Answer

  Date: 11/01/2024

  Complaint: 22463840
  
  I am rejecting this response because:  Guinco is an authorized Whirlpool Repair Service Company and is responsible for repairing the refrigerator.  Guinco and has not properly repaired the refrigerator and it is Guinco who should be reporting this to Whirlpool.  The repair work is between Guinco and Whilrpool who should determine the extent of what is needed to repair this matter.  Is this a New Door?  Is this a New Refrigerator?  
  
  Regards,
  
  ****** And ***** *****

  

  Business Response

  Date: 01/23/2025

  We have been out four more times since the initial BBB posting. Each time out, the Guinco technician has called in to Whirlpool's Technical Assist Line and reported their findings on the issue with the refrigerator. From there, the technician followed Whirlpool's instructions on what parts to replace or adjust. Whirlpool has been updated this way throughout the repair process. We hope that the most recent repair has taken care of the issue for good, but please do not hesitate to reach out to Whirlpool if the issue occurs again. Guinco cannot guarantee any type of extended warranty for the same issue; only the manufacturer can do that. Guinco must follow what Whirlpool advises.

  Customer Answer

  Date: 01/24/2025

  Complaint: 22463840
  
  I am rejecting this response because: The reason Guinco has been out four times is because the repair work done each time 'broke' within the Guinco 90-day guarantee.  The last date Guinco was at our residence to work on the refrigerator was January 17, 2025.  We simply would like for the 90-day guarantee to expire before we can say that work has been 'resolved.'  We also would like to thank Guinco for their positive attitude toward us.   Everything ****** stated is correct and we understand that Guinco is being directed by Whirlpool.  We know Guinco wants the refrigerator to be fixed as much as we do.  
  
  Regards,
  
  ****** And ***** *****

• Initial Complaint

  Date:04/11/2024

  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.

  My family is having oven issues. It's a gas oven and will not light. Guinco has been out to the house 3 times now and they are coming out for believe it or not a 4th time because they can NOT fix this oven and REFUSE to tell Whirlpool that it is a LEMOM. They continue to waste my family and I time. The first time they came out, they did not disclose to me that there was a gas leak, potentially putting the risk of my family and I life. But they don't care and can't fix the issue. I wonder how many more times they will try to come out. I AM DEMANDING that they tell Whirlpool that they can't fix it because clearly they can't. I am seeking legal counsel because they put my family at risk.

  

  Business Response

  Date: 04/15/2024

  **************,
  
  Thank you for reaching out. To clarify, there has been one documented repair attempt reported to the manufacturer. We acknowledge your second repair request has been created and scheduled for 4/15/24. 
  
  As previously communicated, Guinco Service does not possess the authority to declare a product un-repairable or label it as a Lemon; this determination rests solely with the manufacturer. It hinges upon the repair documentation provided by **************, input from the manufacturer's technical assistance line, and engineering notes pertaining to your specific case.
  
  We urge you to be cautious about the accusations you're publicly airing regarding the repair where the regulator was replaced, ************** identified a leak in your old gas line during the process. This was duly documented, and you were provided with a copy of the documentation via email. Additionally, the technician demonstrated to you the leak point using a bubble test, prioritized your safety by shutting off the gas supply, and promptly ordered a replacement gas line. We expedited the part order and scheduled a return visit within 48 hours, accommodating your request for after 3 PM. It's important to note that you were fully informed of all the findings from each visit.
  
  While we understand your request and demands, it's beyond our capacity to fulfill as it ultimately lies within the manufacturer's jurisdiction.

  Customer Answer

  Date: 04/15/2024

  Complaint: 21561013
  
  I am rejecting this response because:

  I have the invoices! So far there have been 3 visits. I have attached all of them to remind you of this long and horrible process. On invoice 3/27/24 (Yes this process has been going on for this long) you can clearly see that there is NO mention of a gas leak. It does mention spark module replacement. It then says in the report of ordering control and valve, NO mention of a gas leak, risking my family's life.

  Now let's go to the 4/3/24 invoice, and NOW we have a gas leak mentioned. The write up also states replaced a "refrigerator" I hope that the Guinco tech did not touch the refrigerator because nothing was wrong with that. Regardless he is unable to light the oven. 

  Now let's go to 4/5/24 and again the tech is unable to light the oven. It takes multiple phone calls to his superior and is able to get it to light. He tries again and unable to do it. Another phone call ensues and now he is able to light it 6 times in a row. The tech leaves and 30 minutes later i go to light the oven AND IT IS CLICKING AGAIN. NOT working and it is a LEMON.

  I called and left a message and on that following Monday they told me i had to wait A WEEK for another rep to come out. This will now be the 4th time they are coming out and who can trust service providers like this?

  The invoices read clear as day and again, your team failed to inform my family of a gas leak on the first service call of 3/27/24. That COULD HAVE killed my family as the tech said that we could still use the stove top in the time being as we waited for more parts.

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

• Initial Complaint

  Date:03/18/2024

  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.

  We requested service from Guinco. They came out and we were assured by the repair person that our issues would be resolved with the suggested (expensive) repairs. He said easy fix and it would be worth it. However, the issues quickly returned. He returned for another visit and suggested we were doing stuff wrong and/or more repairs that would cost more. I called CS and had zero luck. We would have bought a new machine if not for the assurance of technician that the repair would resolve all issues . So disappointed. Its also not the first time they came out for same issues, but the last time it was under warranty of Maytag.

  

  Business Response

  Date: 04/16/2024

  Hello *****************.
  
  
  Our records indicate that you contacted our company for the first time on January 4th, 2024, with a service provided on January 8th, 2024, addressing multiple error codes displaying and an issue where the unit's agitator turned three times before the washer turned off. Our technician identified three failed parts, provided an estimate, which you approved, and completed the service, with payment made in full.
  
  Your subsequent contact on January 19th, 2024, reported random out-of-balance issues during loads, mentioning previous service during "snowmageddon," though we have no record of any prior service with Guinco. On January 24th, 2024, our technician addressed an out-of-balance error, rebalanced the washer, conducted a calibration cycle, and verified the operation.
  
  Since then, we have thoroughly searched our system for any further contact or concerns but have found none. Each invoice you received includes our warranty terms, offering a one-year warranty on replaced parts and labor for the incident. Despite this, we have not received any communication from you to initiate further service or address additional concerns.
  
  We always encourage customers to reach out if they encounter any further issues or concerns, as we are committed to resolving them and ensuring customer satisfaction. Additionally, please note that you are still covered under warranty for both the parts and labor performed.

  Customer Answer

  Date: 04/16/2024

  Complaint: 21444271
  
  I am rejecting this response because I did in fact reach out to your company after his last visit.  I spoke with him at the second visit myself about how he promised the expensive repairs would solve the issue, yet its all still occurring.  He said all was well, it isnt and is anything but balanced. 
  

  When I called your company after, the lady told me something can always break after a technician repairs it, basically saying something else broke since his repairs, but thats not true, it still continues with errors and bouncing around.

  We paid in full, because thats the only option.  
  

  He also said at the last visit that he could repair the drum bc it measured a little off, possibly since it was manufactured, but that we would have to pay for the service.  He didnt mention this at the first visit.  

  The washer wasnt fixed - your company promised a repair and did anything but.

  

  Business Response

  Date: 07/16/2024

  We regret to hear that you have declined our previous response. We understand your concerns and would like to offer another complimentary visit, in line with our warranty, to reassess the appliance. This visit will not come at an extra cost to you.

  Customer Answer

  Date: 07/16/2024

  Complaint: 21444271
  
  I am rejecting this response because the response has taken too long and is no longer applicable.  We had the trash company take the machine and purchased a new one bc we had no other choice and could not wait any longer.  We would have loved a repair, as we paid for it, but we did not get it from the company in due time. 
  

  If they do not want to reimburse for the money we spent for the bogus repair, our complaint stands.  

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

• Initial Complaint

  Date:01/05/2024

  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.

  On December 27 2023, Guinco came to inspect our oven. The technician arrived with a rolling device to assist with the weight of the oven. However, our double oven was too low to use the rolling device.Despite this, the technician proceeded with the service and completed a brief assessment. To my surprise, I was then presented with a bill totaling $145 for the service. I believe it is unfair to charge for a service that did not address the issue at hand, especially considering the technician's acknowledgment that the rolling device was not suitable for my oven.I contacted Guinco's customer ********************** to address the matter and requested a refund of the $145, as the service did not provide a resolution to my oven problem. Unfortunately, I was met with resistance, and the company has refused to refund the charges.

  

  Business Response

  Date: 01/08/2024

  Our company has a trip and diagnosis fee, which was clearly communicated to you when you initially reached out to us. A technician was dispatched to your home to assess your oven. During the diagnosis, it was observed that when the oven elements activated, the lights flickered, indicating a potential electrical issue with the power supplied to the oven.
  
  The technician, equipped with an oven dolly to assist in most installation variations, attempted to uninstall the oven for further checks. However, due to the oven's installation just above floor level, the equipment was not sufficient. Uninstalling the oven would require the assistance of a second technician, incurring an additional uninstallation charge.
  
  In light of the situation, the technician provided an estimate for a potential control board replacement if the electrical supply to the oven was confirmed to be satisfactory. Our understanding was that you would arrange for an electrician to inspect what would be the more likely cause for the concern of the breaker, power connections from the breaker box to the oven, and contact us if any further concerns arose, prompting a rescheduled visit with a second technician.
  
  Despite our willingness to address the issues and continue the diagnostic process, you declined a return visit and instead requested a full refund. It's important to note that we had already provided the agreed-upon services up to the point of incurring additional charges due to the unique circumstances.

• Initial Complaint

  Date:09/29/2023

  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.

  On 9/19/2023 guinco repaired our 9 month old dishwasher through a warranty claim with whirlpool. On 9/23/2023 we used the dishwasher for the first time and started smelling a strong chemical odor and noticed smoke coming from the unit. We opened the dishwasher to find the spray arm was sitting on the drying coil and had been melted in half and the drying coil itself was melting away. Thank goodness we were home to catch this. Our house was full of chemical smell and now my dishes are ruined that were in the dishwasher and we are left with a toxic smelling dishwasher sitting in our house. When I spoke with Guinco about the issue, they stated they are not responsible in handling or replacing anything. Whirlpool has agreed to reimburse me for my dishwasher so i can get a new one but neither Guinco or whirlpool agree to install or cover the cost to install a new dishwasher. All Im asking is for Guinco to be held accountable and cover the cost of installing a new unit as this issue was caused by a mistake on their end.

  

  Business Response

  Date: 11/14/2023

  We are aware that the situation has been handled by Whirlpool Legal due to its escalation. We maintain our stance that ************** did not cause any damage to the dishwasher's spray arm. If the resolution involves obtaining a replacement, it is not within our company's purview as our expertise lies in appliance repairs. Whirlpool Legal ultimately determines the course of action in terms of installation or replacement.

• Initial Complaint

  Date:08/29/2023

  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.

  On or about 7/26/23, I called and scheduled a service call with Guinco, regarding my Dryer which had just stopped working.The Guinco serviceman came to our home on 07/28/2023. The problem with the dryer was explained as follows:The Dryer was working and when it finished a load of clothes, after opening the Dryer door to unload the clothes, I noticed that it was extremely hot. When I loaded the next set to dry the Dryer did not work at all.After inspecting the Dryer, the So called Guinco Technician informed me that the problem is a simple burned-out fuse, and it would cost $367.40 to have it repaired. I specifically asked, why did it get so hot to burn the fuse to begin with?He said it may have had some lint blocking the vent. (But there were no lint blocking the vent)Again, I expressly asked, so by spending this $367.40, the problem will be solved, and I do not have anything to worry about? Because I do not want to spend good money and later you tell me that it did not fix it and there is more to be repaired. In that case I would just go and purchase a new Dryer. The Technician assured me that this fuse replacement is guaranteed to take care of the problem.Right after the technician left our home, I did a load of laundry. The Dryer worked, but again at the end of the cycle, it was extremely hot, and not only did it destroy the load of clothes inside, due to the extreme heat, but again it would no longer work. This was the same exact problem that Guinco was called to have repaired and promised that it was done right. It only worked for one load, in approximately 30 minutes after the technician left my house, and not only the same problem was still there and the Dryer over heated and stopped working, but now a whole load of clothes was ruined due to excessive heat. I called Guinco immediately, and they told me exactly what I did not want to hear:1)There may be other problems with the Dryer, and it would cost more to fix. And2)We can arrange for a technician to come back in ten days. So I would be with a non-working Dryer for a long period of time, and would certainly have to spend more money to TRY to have this Dryer repaired, which was my concern initially and I expressly told the Technician, that If I have to spent any more money to have this problem fixed, it does not make sense, because I could simply go and buy a new Dryer that works and is under warranty, but he assured me that by spending $367.40 the problem would be resolved. Well, not only was it not resolved but it ruined a load of clothes as well.I ask you, what did I gain by Guincos so called service and repair??I respectfully ask for a full refund of this charge and protect the consumer against such horrible and useless service which Guinco charged. If you have any questions or clarifications, please do not hesitate to contact me.Sincerely.Foad ***************************

  

  Business Response

  Date: 09/11/2023

  We apologize that the repair did not meet your expectations. Upon reviewing the situation, we identified some inconsistencies and information based on the technician's notes and the recorded post-repair phone call.
  
  Your initial complaint was about your dryer not turning on, and we promptly scheduled a service for the following business day. The technician confirmed the issue upon arrival and conducted thorough tests. The investigation revealed a failed thermal fuse, an airflow "fail" reading was showing the initial cause on the testing meter. The technician provided a quote for both the part replacement and labor. Additionally, it was highlighted that the home venting system needed attention to prevent future failures of this kind. With your approval, we proceeded with the repair.
  
  However, a call was received 58 minutes after the technician's departure, reporting that the dryer had failed again. During this call, our representative inquired about the venting issue. It was stated that the venting had been checked and no problems were found. We expressed our commitment to resolving the issue and informed you that we would revisit the problem under our parts and labor warranty, without any charges, extending a prompt return of 3 business days due to the need to to acquire the part again becaseuse of the one that was on the technician's truck was used on your service.
  
  You requested a return visit the same day or the next day for an immediate repair, threatening a credit card dispute if not fulfilled. Regrettably, due to scheduling constraints for part reordering, we were unable to accommodate this request. This situation understandably led to frustration, and you informed us that you had purchased a new dryer, planned to dispute the charges with your credit card company, and terminated the call.
  
  We have since received notice of the credit card dispute and are actively working to substantiate the charges. Despite this, we are unable to consider potential refunds at this time. We believe that we acted in good faith and that the subsequent failure *** have been related to an underlying issue of the airflow, that *** have caused additional failures as well.
  
  We regret any inconvenience caused and are committed to resolving the matter fairly, but are limited at this time due to the active dispute process.

  Customer Answer

  Date: 09/11/2023

  Complaint: 20537054
  
  I am rejecting this response because:

  When the technician arrived, I specifically told him that the Dryer was extremely hot during the last load, after which it stopped working completely. The technician said that the fuse is burnet and by replacing it at a cost of $367, everything will be fine. Again, I asked him: There must be a problem which would cause the fuse to burn out in the first place, and I do not want to spend any more money to repair this problem., because it does not make sense. I can go and buy a new Dryer instead. He said there might have been a lent problem (There was absolutely no Lent problem, and the vent was perfectly clear). 

  So, when the fuse ***** out AGAIN by doing a single load, and there is still the same problem that the Dryer is overheating and extremely hot, after just one load. and the Dryer stops working again with the same problem, after just one load, this tells any logical person that the problem is not just the fuse replacement, and if the fuse is replaced again, all it would do is one load and totally destroy the clothes and burn out the fuse again. So, by you coming back and only replacing the fuse, that alone will not fix the problem and obviously more money has to be spent on this old Dryer to fix the actual problem, which your technician did not diagnose. This is exactly what I wanted to avoid and was promised by your technician that will not happen, and by spending $367 my Dryer will be working just fine. 

  This is ridicules, your company came out and got paid $367 to fix a problem. The repair lasted for one load, during which all the clothes were ruined, because the original problem was not diagnosed and repaired. Therefore, the Dryer continued to be extremely hot and burnt out the Fuse again. Tell me, except for a load of damaged clothes, what did I gain by your so-called service and repair of this Dryer that I should pay you $367???
  
  Regards,
  
  ***************************