Complaints

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

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  Speed Queen

  221 Shepard St Ripon, WI 54971-1390

• 

  Speed Queen

  341 Vermont St Ripon, WI 54971

• 

  Speed Queen

  PO Box 990 Ripon, WI 54971-0990

• 

  Speed Queen

  318 Vermont St Ripon, WI 54971

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:01/15/2024

  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 purchased the Speed Queen DR 5 washer and dryer set for close to $4000 less than a year ago and my clothes are being scorched and burned even on the delicates setting and this company, knowing full well this is happening, has done nothing to make it better. I have about $800 worth of ruined clothing and blankets which I seek to be reimbursed for and I would like them to send me a replacement grate that does not melt. I should be able to use my dryer on any setting and not have this happen. What if a fire occurs. I hope speed queen is open to settling it like this or a law suit is next. Your matching is putting our household in danger of a fire along with ruining my clothing even at the lowest heat setting. I am finished being patient.

  Business Response

  Date: 01/15/2024

  Thank you for the feedback - I have shared your complaint with the Senior Manager of the Customer Support and Escalation team.  She or one of her reps will be in touch with you directly this week.  If you do not hear from them by the end of the week, please respond here.

  Thank you.

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 this washer, serial #**********, Model # AFNE9BSP117TW13 for well over $2000 from ************************ in **********, **. The price was over twice that of similar models from other brands.It was installed on June 22, 2023. Within 6 months of light use, it broke mid-cycle, displaying "Er"/"Do", an error saying the door was open, when it was closed. Opening and shutting the door did not fix the issue, unplugging it and waiting 5 minutes did not. The washer became unusable and we needed to use a sponge to drain it.On Tuesday, Jan 2nd, I called Speed Queen's warranty department. I was told that the machine was under warranty, and they would put in a service request and a local company would contact me within 48 hours. Over 72 hours passed and no one reached out.I then called Speed Queen again, and this time the hold time to talk to a rep was 1 hour 6 minutes. I pressed to request a callback, and the company did not call me back until after 1 hour 50 minutes.When I talked to a rep the person was not able to do anything other than to change the dispatched company. They have now put in for a new company but they said they were not able to expedite the call or provide any compensation. I am still waiting.SpeedQueen markets itself as a premium product. Their website says "Rated Most Reliable" and they have a tagline "Built to Last". I am upset that it broke at all so early, but I understand mistakes happen. What upsets me the most is that this company has repeatedly over-promised and under-delivered on its service. Over 1 hour hold times are unacceptable. A service contractor not contacting me in the promised window is unacceptable. This would be understandable if I bought a cheap machine.The company also did not take my second call seriously. ******* talked to me as if this were just a normal occurence, and said she had no authority to offer a better resolution.I feel cheated. I want my call expedited or I want a partial refund of my price paid.

  Business Response

  Date: 01/08/2024

  Thank you for your feedback.  Your complaint has been escalated to the Senior Manager of Customer Support and Escalations.  Someone from that team will be in touch with you.  If you do not hear from someone this week, please respond here.

  Thank you

  Customer Answer

  Date: 01/11/2024

  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.
  
  I have not received any contact from Speed Queen, no explanation as to why my initial experience was so bad or what the company has done to address it.
  
  The new service contractor assigned to the ticket, ***************, came out today and said he needs to order a part. He said it usually takes **** days for the part to arrive.

  I am also unsatisfied because the original issues I complained about were not resolved, but also, this whole incident is continuing to drag on. This washer has been broken for nearly two weeks and now I am having to wait for **** more days.

  The failure of the first contractor to contact us set this process back at least 3 days. However, I also am unsatisfied with the overall process. The person who showed up today did not do anything that I could not have done over the phone. If I had been able to diagnose the problem over the phone during my initial call on Tuesday, January 2nd, the part could have been ordered already and might have already arrived by now, and my washer might already be fixed. Furthermore, if this call had been expedited, perhaps Speed Queen could have paid to overnight deliver or at least do an expedited 1-2 day delivery of the part, enabling the repair to be completed faster. It may be too late to do this because it does not seem you review any written communication in a timely fashion.

  I had sent two emails days ago and my first email, which I sent to you the day the washer broke, has yet to receive a reply. This is absolutely unacceptable given I paid around 3 times the price for this washer as for similar models, and given that your marketing material emphasizes the quality of your products and the service guarantees you supposedly offer.

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

  Business Response

  Date: 01/18/2024

  The Customer Support Leaders have confirmed that they have been in communication via email and phone addressing concerns.  It does appear that service has been dispatched as per the warranty obligation.  If you have further questions around the logistics of the repairs, etc please work with the Customer Support Team.  All warranty policies and obligations are being followed.

  Thank you

  Customer Answer

  Date: 01/22/2024

  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.
  
  The company claims that "they have been in communication via email and phone addressing concerns." but this is a blatant lie. I have not received a single email from Speed Queen other than the two automated replies generated each of the two times I filled the form out on their website. I have not received a single call from Speed Queen other than the callbacks from when I called in and placed myself in the queue for a callback. My attempts to contact Speed Queen on social media also have been unanswered.
  
  A servicer (*************** and Home Repair) WAS dispatched, this is the only correct thing about the response. However, the servicer was here on Thursday, January 11th. He said he needed to order a part, and that the part would probably arrive within **** days. It is now the 11th day and I have not heard from him. I left a message with him earlier in the day.

  I also, for some reason, received a contact on Jan. 17th from a different servicer, ******** Repair. This servicer told me that he was given the ticket by Speed Queen on Jan. 10th, which doesn't make much sense to me because I did not contact Speed Queen on Jan. 10th, at that point I had last contacted them on Jan. 5th, so why they would assign him anything on January 10th is puzzling unless the company is taking days to process these requests. Furthermore, if he was assigned the ticket on the 10th, why did he only reach out on the 17th? And why was he assigned the ticket to begin with, given that another service had already scheduled an appointment to come out on the 11th (and DID come out.)
  
  Basically...it seems to me that Speed Queen is entirely disorganized and chaotic.

  Again, this is not what I expect from a brand that I paid $2200 for a washer from.

  I am entirely dissatisfied. I want someone to reach out to me, a supervisor with the authority to take charge of my case and resolve this repair in a timely manner. I want whomever I talk to to set realistic expectations that the company can actually follow through on, including a specific timeline that will actually be fulfilled. We have now needed to do 3 loads of wash since this machine broke and it is stressful and causing us to incur additional costs. The worst thing about the situation is the uncertainty and lack of communication:

  Every timetable that Speed Queen gives has consistently failed to be met. Every time I call, the callback takes longer than the estimated time. The first servicer did not contact us in 48 hours as ******* said they would. The part does not seem to have arrived in the **** day window I was told. And once the part arrives, I still have no idea when I will be able to get scheduled in for service, nor do I know whether or not.

  I also am very frustrated that the company seems to show a complete lack of regard for my experience as a customer. I bought ********************** for a great premium of price, because of the testimony from other customers, thinking it was a quality brand and I would receive high-quality of service and this has been the worst customer service experience I have had in my entire life.

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

  Business Response

  Date: 01/25/2024

  Thank you for your response.  We are here ensuring that company policies and procedures are being followed.  The team that is working to help you get your machine repaired is doing everything they can to get parts to the servicer, etc.  It looks like you spoke to one of our reps on 1/23/2024 and the part was received by your servicer and they just needed a new dispatch to get you taken care of, which was sent.  If you need further assistance with this repair please continue to work with the Customer Support Team at ************.  

   

  Thank you

• Initial Complaint

  Date:01/02/2024

  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 10/10/2023, I purchased my washer and dryer because Speed Queen advertised on their website that consumers qualify for a rebate of $150 on a pair of washers and dryers. The instruction was to purchase from on of their retailer on the website. I bought from *************** in ************, **, listed on their website as a qualified retailer. They confirmed and promised that I would be eligible for the rebate. Appliance World(AW) and the Speed Queen Rep-***** confirmed the rebate qualification. After the purchase, everyone went radio silent unless I followed up on the issue. Since I received little support from AW and *******, I emailed Speed Queen directly for support. The response was we can't assist you and the rebate is a third party vendor. The company is making false advertisements on its website and refusing to support its customers after purchase.

  Business Response

  Date: 01/04/2024

  Thank you for the feedback - your concern/request has been sent to the Senior Manager of Consumer Support and Escalations.  Someone from that team will be in touch with you soon.  If you don't hear from anyone in the next few business days please feel free to respond back here.  We are committed to helping you get this resolved.

• Initial Complaint

  Date:12/28/2023

  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.

  12/13/23 my speed queen dryer full of a powdery grey dust in the ********** screen smelled burning. Looked on internet for causes stated clogged vent or control panel bad. I called sq on hold forever they called back many hrs later and gave me incorrect speed queen warranty repair people in my area. Went online info also incorrect. Made over 30 phone calls and any hours trying to find a sq warranty repair person. I called place of purchase they emailed their sales rep he set up a ticket#******* which had all wrong information. Solution electronics called me to set up appointmt on 12/22/23 **** advised if vent blocked I will have to pay $245 for serv call claim# *****. My fianc, nephew and I all checked the vent it was NOT blocked. Their tech ****, found mouse in the bottom of the dryer not blocking anything and lint in the bottom back of the dryer was burnt he said that was normal but he would call speed queen and get back to me but never did. He was in a hurry I asked if I will have to pay for service since burnt lint is normal he said NO. 12/27/23 **** from solutions electronics called said her supvisor said I have to pay for the service call because mice are not covered. I said the mouse not the problem I have a picture to prove it. I asked to talk to her supvisor she said not there asked for supvisor name would not give it to me, asked for the phone number and person at speed queen who denied the claim would not give it to me, asked why didnt I receive a copy of the paper I signed for repair she said I should have read it before I singed it. She told me contact the person that scheduled repair and hung up on me. Tried calling speed queen today several times long hold time they didnt call be back. I should not have to pay for the serv call and will I be compensated for the long hours and so many phone calls? My father is 100 years old when I smell the dryer burning that is nothing to ignore. Even repair man said all high efficiency appliances are all junk!

  Business Response

  Date: 01/02/2024

  Thank you for your feedback.  Your message has been forwarded to the Senior Manager of the Customer Support and Escalation Team.  Someone from that team will be in touch directly to discuss the situation.  If you don't hear from someone this week please respond here.

  Thank you

  Customer Answer

  Date: 01/02/2024

  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.

  Please be advised that Speed Queen has done nothing to resolve the issue with the lint burning in the back of the dryer. The mouse that was found was at the bottom front of the dryer was not interfering with the function of the dryer because I continued to use the dryer the entire time the mouse was in the bottom of it. According to **** from Electronics Solutions if the vent was blocked the dryer would not work. I received a bill today from ************************** for $293.21 advising that the mouse was blocking the vent which is not true and they stated in the letter along with the bill the following "Given the nature of this issue, there is an associated cost for the rodent removal service. This charge is necessary to cover the extra labor and safety measures we had to undertake to resolve this unique and hazardous situation". Please see the attached pictures and my emailed response to Speed Queen. The service person arrived on my property at 4:47 pm on 12/22/23. He exited the property at 5:06 pm which is *********************************************************************************** it. When the mouse was found he told me he is not allowed to touch it or remove it that I would have to do it which I did! He did voluntarily take a picture of the mouse in the dryer and opened the bag to take a picture of it which I thought was odd but now I know why. So I should be charging them! I used my vacuum cleaner to **** it out. I am the one who put it in my bag and I am the one who carried it out and threw it in my trash. He had no contact with the mouse what so ever! See the attached picture of me carrying out the bag with the mouse in it. He was in a hurry as you can see in the picture he was not even looking at me when I was talking to him. He also would not give me a copy of the paper I signed and even when I contacted Electronics Solutions they will not give me a copy of the signed paper. **** told me I should have read it before I signed it. This proves they are not an honest business what are they hiding? Why wont they give me a copy of the paper I signed? Maybe you can advise how I can get a copy of this paper with my signature on it because who knows what they will do with my signature and I am afraid they might put it on another document. This has never happened to me before. A few days prior to Electronics Solutions coming out **** advised if the vent is clogged I would be charged a $245 service fee. My fianc, nephew and myself all checked the dryer prior to the service call and the vents were all clear. The burnt lint was in the very back of the dryer and the mouse was in the very front bottom of the dryer. They are lying about everything and the pictures prove it. They even increased the fee from $245 to $293.21 and advised it must be paid in full by 1/15/24 to avoid late fees. Since when is a mouse hazardous?  This is consumer fraud and extortion. Speed Queens customer service is so bad that Manieros the place where I purchased the dryer had to contact their Speed Queen sales rep via email only and the sales rep is the one who got Electronic Solutions to come out because the service provider information given to me via phone and their website is incorrect and no one I called would come out. On 8/9/22 ******************** came out to replace a bad door catch and strike. They were very professional and gave me a paper signed by the technician, that listed what he found and replaced and I didnt have to sign it. Which means something is very shady with Solutions Electronics and I am very surprised that Speed Queen hires them to do warranty work when they lie about everything and cannot be trusted. If I would have known this I would have videotaped him from the minute he walked in the door! I will never recommend or purchase another Speed Queen again despite their 5 year warranty. I sincerely hope you can resolve this deceitful issue. Thank you!
  
  

  Business Response

  Date: 01/08/2024

  Alliance Laundry Systems/Speed Queen is the manufacturer.  Our limited warranty does not cover certain things.  Additionally, the servicers are 3rd party companies, not owned or controlled by ALS/SQ.  This situation seems to be between the service provider and the consumer.  No further action will be taken by ALS/SQ.

   

  Thank you

• Initial Complaint

  Date:12/21/2023

  Type:Order 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 apartment complex switched laundry providers without warning; and I have a remaining balance in my Speed Queen app, that they claim that cannot refund.

  Business Response

  Date: 12/22/2023

  Thank you for reaching out to us - I have forwarded your case to our Software Support Team.  Someone from that team should reach out to you directly.  With the holidays it could be a bit longer than usual.  If someone doesn't reach out next week, please respond to us here.

  Thank you

• Initial Complaint

  Date:12/21/2023

  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.

  I purchased a Speed Queen dryer in March of 2022. The unit stopped drying clothes on 11/6/23. Have attempted to seek resolution through their warranty number. At first was assured the company I contacted would receive a work order, after 3 weeks this was not provided. Another call to the warranty line and was told that they sent a work order to a different service company (without notifying me I would need to contact said repair company myself). The local service tech reported that I needed a heater and fuse and they would return when the parts arrived. After 10 days I called to check the status to be told Speed Queen was not returning calls or emails to agree to ordering the parts or cover the service call. I called warranty number once again today. I was told they had no correspondence from the repair company. Warranty rep called local company, stated they had received no requests and would have to look into it. She came back on the line with me and essentially told me I was out of luck and she really couldnt help me but to call back in several days to see if the service department had some answers. I then called the repair company who stated the parts and service amount to less than $300. Im continuing to get the run around. This is horrible customer service and clear ploy to avoid honoring the warranty. She stated she had no idea what was wrong with my dryer after speaking with the repair company, though they reported to have just given her the part numbers. I will be paying for the job myself but then what is the point of paying for such and expensive appliance with a 7-year warranty.

  Business Response

  Date: 12/22/2023

  Thank you for your feedback - Your case has been escalated to the Senior Manager of Consumer Support and Escalation Team.  We have asked that they contact you directly to work towards resolution.  With the Holidays next week it could take a bit longer for a response.  If you don't hear from someone next week please respond here.

• Initial Complaint

  Date:12/07/2023

  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.

  My husband and I bought a Speed Queen washer and dryer set. Paid **** for the set. The washer has been broke down for 12 months now. 1 year this month. Now they are ignoring my calls and emails to get it fixed. They dont stand behind there products. We are senior citizens struggling to have food on the table and they done this to us. They need to pay use for the washer or give us a new one. I think it was defected from day one of purchase. They wont do anything to fix it. They need to fix it or at least pay us for the washing machine where we can go buy another wash machine. We dont have a washer.

  Business Response

  Date: 12/12/2023

  Thank you for the feedback.  Your complaint has been brought to the Senior Manager of the Customer Support and Escalation Team.  Expect direct communication from that team this week.  If you don't hear from someone by the end of the week, please respond here.

  Thank you

  Customer Answer

  Date: 12/12/2023

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 12/13/2023

  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 bThey keep putting me off and ignoring my calls and emails. I need a wash machine or they need to replace it. Didnt have it 6 months and it broke down a year now. They dont stand behind there products. It is not rightt to do use this way. Gave **** for the set. Dryer first broke the felt. Had to be fixed few times and dont still run right but the wash machine has been down over a year. You need to stand behind your products and sent us a set or give our money back. It was defected from the get go. Never did run right, Both have marefacting defects.
  
  Regards,
  
  ***********************

  Business Response

  Date: 12/14/2023

  As previously stated, please allow the escalation manager till the end of the week to gather the details and information surrounding your situation.  Someone will be in touch with you by the end of the week.  If they don't, please reach back out here.

  Customer Answer

  Date: 12/14/2023

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 12/15/2023

  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.
  
  [Please type your response here.] You know this wash machine was under warranty when it broke. Didn't have it 6 months before it broke down. You need to repair or replace it per machine warrenty.
  Regards,
  
  ***********************

  Business Response

  Date: 12/19/2023

  There have been multiple attempts to resolve this complaint with the customer, including a prorated refund.  All offers have been denied.  Until the customer can produce a proof of purchase, there is nothing else Alliance Laundry Systems can do to move forward.

  Thank you

• Initial Complaint

  Date:11/30/2023

  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.

  I bought a brand new speed Queen washer and dryer the one for pets and is digital. The washer does not get clothes clean at all. It doesnt agitate the clothes and clothes come out dirty. This washer should be advertised for people with no kids and no pets and for gentle cycles only! This is false advertising. This is the worst washer Ive ever used in terms of cleaning clothes. I see dirt and grime on clothes and have to wash it additional times or hand wash! I didnt buy a 3k$ machine to have to hand wash my clothes before putting in the washer.

  Business Response

  Date: 12/04/2023

  Thank you for your feedback.  Your complaint has been escalated to our Senior Manager of the Customer Support and Escalation Team.  If you don't hear from someone from that team directly this week, please respond to us here.

  Thank you

• Initial Complaint

  Date:11/28/2023

  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.

  We purchased a Speed Queen washer and dryer set from an authorized distributor. They were delivered and installed on 1/5/2022. The dryer failed for the first time on 8/23/2022 and took over a week and several visits by the authorized dealer/repair center to fix. The washer failed on 12/15/2022 and once again took over a week and several visits by the authorized dealer/repair center to fix. The dryer failed again on 4/25/2023 and once again, required several appointments and over a week for the authorized repair center to fix. On 9/12/2023 the dryer broke again. This time I contacted Speed Queen directly as the pattern was becoming ridiculous. No response until 9/17/2023 and repair was eventually done on 10/2/2023 On 10/7/2023 the dryer once again stopped working. I contacted SQ immediately. They stated they would escalate the claim on 10/11/23, but it was not until 10/17 that I received any response. The technician finally came out on 10/24. When I returned home after the repair the dryer vent was disconnected and the dryer was not able to be shut off without unplugging it. I reported to SQ immediately. No response was received from SQ until 10/31 at which time they attempted to blame my venting for the failures. I contacted the repair company directly. The technician returned on 11/8 confirmed there was no venting issue and diagnosed the dryer to have a failed motor control. Which they replaced, but while testing the heating element failed. On 11/15 the tech returned and replaced the heating element. In total this last repair has taken over 64 days and Speed Queen has been unresponsive. In total we have been without use of one or both appliances for over 114 days since they were purchased. I am seeking some response from Speed Queen to return/replace or refund 100% of the original purchase price so I may purchase reliable appliances from a different manufacturer.

  Business Response

  Date: 11/29/2023

  Thank you for your feedback.  Your complaint has been sent to the Senior Manager of the Customer Support and Escalation Team.  You should hear from that team directly in the next couple of days to move towards resolution.  If you don't hear from anyone by the end of this week, please respond to us here.

  Thank you

  Customer Answer

  Date: 11/29/2023

  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.
  
  For the majority of the time I have been in contact with representatives with Speed Queen I have been requesting an escalation as ******* I was dealing with was regularly unresponsive, promising responses in a timeframe of hours, yet not responding for days. Until I actually receive contact from someone in a position of authority who can make me whole for the massive amount of time wasted and inconvenience of being without my laundry equipment for over 2 months I will not consider any response acceptable. I have repeatedly provided a contact phone number and email with no acknowlegement of escalation or even an attempt to make a connection with anyone that has the ability to assist. 
  
  Regards,
  
  ***** *******************

  Business Response

  Date: 12/01/2023

  I have confirmed that our Senior Manager of the Customer Support team has been in contact and is working directly with you on resolution.  Please continue to work through this with her and her team.  If the communication stops or you need anything else, please reach out to us here.

  
  Thank you

  Customer Answer

  Date: 12/03/2023

  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.
  

  I did receive contact from an escalations manager, however we have not fully resolved the issue yet. I have emailed her with a few questions pertaining to the proposed resolution and I am awaiting confirmation/response prior to accepting the resolution. 
  
  Regards,
  
  ***** *******************

  Business Response

  Date: 12/04/2023

  Thank you for the update - if she does not respond to you this week, please let us know here.

  Thank you

• Initial Complaint

  Date:11/26/2023

  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.

  We purchased a Speed Queen washing machine on 9/22/2020 from ************* in *********, **. We purchased with Speed Queen b/c of their long warranty. We had it installed in our new construction home in on 10/26/20. In the winter of 2022, I noticed a moaning noise at the end of the cycle. I called Speed Queen. The repairman they sent (EJs appliance) didnt seem to want to fix it. The noise worsened and I began calling Speed Queen in late August 2023. In September 2023, EJs appliance came out and determined that they would need to remove the machine from our home, take it completely apart, repair, and then reassemble. EJs had the washer for one week + 1 day. When they returned the washer, the noise was much worse ((jet ******** **** was now leaking. Called Speed Queen. They sent Mr. ********* who said there were numerous problems with our washer. The parts that they have ordered Speed Queen says are in stock (******, *****, 203603P, & ******). Mr. ********* says they are on back-order with no estimated shipping date. Mr. ********* tells me to call Speed Queen, which I have done repeatedly. I have asked to speak to a supervisor repeatedly. I have emailed repeatedly. After 1.5 hour on the phone a week ago, I was told my situation would be escalated by Speed Queen ***************** I have called our dealer. Our dealer reached out to our local Speed Queen representative who said that he would escalate the situation. Yet, here I am8 weeks after EJs initial repair with a washer worse than what I started with. I just want my washer repaired in a timely fashion. The length of warranty does me no good if the customer service is so lack-luster that nothing ever gets accomplished. Speed Queens hold times are quite lengthy and no one ever seems to know when I can expect my washer to be repaired. My serial number is **********. The product code is TR5003WN. The model # is AWN63RSN116TW01.

  Business Response

  Date: 11/29/2023

  Thank you for your feedback - I have sent your request to the Senior Manager of the Customer Support and Escalation Team.  You should hear from someone from that team directly in the next couple of days.  If you don't hear back by the end of the week, please reach back out to us here.

  Thank you

  Customer Answer

  Date: 11/29/2023

  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:: 

  I am still waiting for a phone call from Speed Queen. I will wait until the end of the week (as requested in their response) in hopes of actually hearing from Speed Queen and getting a clear, quick timeline for having my washer repaired. 

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

  Business Response

  Date: 12/04/2023

  Thank you for your feedback - I have asked that someone reach out to you today to discuss.  Please let me know if you do not hear anything.  I apologize for the delay.

   

  Customer Answer

  Date: 12/04/2023

  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.
  
  I received an email from ******** (Speed Queen ***************** on 11/29/23 stating that the needed parts to repair my washer would be sent directly to me. Currently, I have not received the parts (12/4/23).  So, my washer still has not been repaired. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 12/07/2023

  I will have the Sr. ******* of the Consumer Support Team look into this for you and have ******** respond.

  Thank you