Business Profile

Household Appliances

Speed Queen

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

178 total complaints in the last 3 years.
54 complaints closed in the last 12 months.

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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:11/19/2023
Type:Sales and Advertising 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.
Hi. My name is ***********************. I purchased a speed queen washing machine in good faith on April 7,2021. I was able to get quite a few cheaper options at that point; yet I chose speed queen. I contacted my local appliance store a mere month or 2 after my grand purchase. To my utter disbelief, the washing machine was producing terribly shabby, linty and not very clean laundry. In simple language, I fell in with a "lemon" of a machine. Since it was still within the 2 year warranty, the appliance store sent down 1 repair company and then another. Over the past 2 years, or so, I've had a total of 4 appliance repair companies coming down to inspect my machine(3 from my appliance store and the last one was sent by speed queen.) It was a lot frustrating since the guy inspecting my machine saw a machine that "officially" washed, rinsed and spinned. it was hard to diagnose a machine like that. I showed them pictures. I showed them my laundry, which looks horrible. My appliance store's troubleshooting team gave me some tips and believe me, I've tried it all. I still had the same sorry results. Something was obviously very off with my machine. I've been corresponding with Speed Queen via email and then over the phone. The bottom line that they claimed is that their hands are tied since they can't help me with an issue like this. The machine needs to be obviously broken in order for them to repair it. Anyway I'm asking for a refund of this stupid machine since I've lost my faith in Speed Queen.I'm wondering if it would be helpful if I email to you the correspondence I've had with Speed Queen over the last few months. Thank you
Business Response
Date: 11/21/2023
Thank you for your feedback. I have sent your concerns to the Senior Manager of the Customer Support/Escalation Team. They will do their due diligence and look into the history of the machine and so on. You should expect to hear from someone from that team in the next couple of days to discuss further. In the case that you don't hear from anyone, please reach back out to us here.
Thank you
Customer Answer
Date: 11/22/2023
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.

[Hi. Thanks for your response. I'm not quite sure what it means that when I click on "accept business response" that I'm am "closing out the case". I guess the case will be closed when I receive my $1000 refund(or more for all my ruined expensive{very washable} clothing.) Otherwise, I do appreciate your efforts and am waiting for a quick response since I am quite exhausted from this ongoing issue. Be well.

Regards,

***********************
Business Response
Date: 11/29/2023
From this point, we will need you to finish this transaction with the Customer Support team. It's my understanding that they have reached out to you directly.
Let me know if you have further questions.
Thank you
Initial Complaint
Date:11/17/2023
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 Commercial Heavy Duty washer, model AWN632SP116TW02, for our family use. Less than 30 days later the washer broke. When I initially called the 800 Speed Queen phone number for warranty service the wait time was cited as 32 minutes. However, the phone system booted me off in under ******************************************************************************************************* A company called Alliance Laundry called back over seven hours later that day but when I answered they seemed to not be able to hear me and hung up. This was their one and only attempt to contact me. After their failed callback it took me two more business days to finally make first contact and this only resulted in the representative taking my information and the promise that they would call some service providers and if (yes, if!) one accepted the job that company would call me. Four additional business days later and I have heard from nobody - nobody from Speed Queen, nobody from Alliance Laundry, and no service providers, should they choose to accept the work. The brand new washer has now been broken over a week and Speed Queen and Alliance Laundry have provided us with no resolution whatsoever.
Business Response
Date: 11/21/2023
Thank you for your feedback. I have escalated your request to the Senior Manager of the Customer Support/Escalation Team. I have asked that they assist you in getting a servicer secured to diagnose/repair your machine. If you don't hear from someone in the next couple of days please respond back to us here.
Thank you
Initial Complaint
Date:11/17/2023
Type:Sales and Advertising 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.
Purchase a speed queen top-loading wash machine (2020) because they are supposed to last for years. less than 3 years after purchase (2022), the control board stopped working and had to be replaced. This was covered under warranty and the process was smooth.The same part broke again in 2023 and because it is now more than 3 years past the purchase date (by 2.5 months) and past the 3-year warranty time frame from purchase, Speed Queen will not cover the cost of the replacement part. I was not able to speak to a manager nor was I able to speak to the warranty department; my phone call was hung up on. I am now forced to spend out of pocket the cost of the part as well as the labor to have the same part fixed. So very upset with Speed Queen. They are not standing behind their products and they are not supporting the customer.
Business Response
Date: 11/21/2023
Thank you for your feedback. Your concern has been sent to the Senior Manager of the Customer Support/Escalation Team. If you don't hear back from someone from that team in the next couple of days to discuss your concerns, please respond to us here.
Thank you
Initial Complaint
Date:11/12/2023
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 Speed Queen washer/dryer set for $3184.18 on 9/8/23 from *********************** World. It was delivered and installed on 9/23/23. I used the dryer for 6 days before it started with a noise and then proceeded to shred and leave grease marks on my clothing. Clothing was caught between the housing and the drum on the dryer. I then reached out to the service department of the retailer several times and was told parts were on order. I called Speed Queen headquarters on 10/16/23 to report the issue and was given the name of another full service repair business to come take a look at the dryer. He came the very next day and was thorough with his examination. He then ordered parts but informed me that it could take 4-5 weeks before parts are sent in order to complete the repair. This is of no fault of the repair man however its completely unacceptable on Speed Queens behalf. If you are continuing to manufacture brand new dryers then why are parts to repair said dryers delayed and why are dryers that were only used for 6 days malfunctioning and becoming unusable? Im asking that the parts to repair my dryer either be expedited to my repair man or that Speed Queen replace the unusable dryer with a new one, same cost and model. Model # ADE4BRGS177TW01 Product # DV5003WE Serial # **********
Business Response
Date: 11/14/2023
Thank you for the feedback. I have sent your complaint to the Manager of the Consumer Support and Escalation Team. They will be reaching out to you directly to resolve. If you do not hear from them in the next 2-3 days, please reach back out here.
Thank you
Customer Answer
Date: 11/19/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*************************
Initial Complaint
Date:10/27/2023
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.
The new speed queen front loader washer is staining everything. Ive been playing phone tag and emailing for months now and getting no where. Its black stains, and clearly oil. Only mechanics soap and industrial degreasers get it out sometimes. Weve ruined over $700 worth of sheets at our spa right now, and all that I keep being told is to contact a repair person: but the repair person wants to charge just to come out. But I just want a new one! This started on day 1, it is NOT soap gunk like they keep telling me, and it is really bothering me that its not considered a priority. I would like the machine replaced completely and compensated for the $700 in ruined sheets that the industrial degreaders/ limomene products cant even get the black oil out of.
Business Response
Date: 10/31/2023
Thank you for the feedback. This case has been escalated to the Manager of the Customer Support and Escalation Team. If you don't hear something in the next 2-3 days, please reach back out here.
Thank you
Customer Answer
Date: 11/01/2023
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 purchased a washer for almost $2400, and it arrived defective such that it smears dark gray and black streaks all over my laundry. It began the first week we got it, so it cant be anything we did to it, it obviously arrived that way. I was under the spell of the speed queen reputation however and kept making up excuses why we must have done our laundry incorrectly or dropped or spilled or whatever, but the fact is, it was defective from the beginning and there is just nothing that explains this other than motor oil grease is either leaking or is inside the drum, behind the little holes. The only thing that sometimes gets the stains out is soaking them in **** and oxiclean with boiling water and then using limomene industrial strength degreaser and scrubbing for ****************************************************************************** just thinning the fabric, as all our laundry is now stained and thin and ruined. So far its ruined $1000 worth of white sheets, and I have the receipts to prove it. I was told by speed queen that I need to have it looked at by a servicer, but that person told me it would be $180 just to come look at it. The person Ive been corresponding with via email said the warranty will only cover the parts, not the person visiting, but that they required the person visiting to determine whats wrong. To be clear, I AM ABSOLUTELY NOT paying a dime more on this machine that is already costing me tons of time and money. ******************* Appliance where I bought it is sending someone to look at it but were shocked your customer support team were being so dismissive about this major issue. Doing some online searching shows theres a known issue with this model arriving filled eoth grease and staining laundry. This is not soap scum, it arrived this way and is very obviously motor grease. Its black and dark gray and doesnt wash out unless industrial mechanics degreasers are used and boiling water and a lot of scrubbing. Ive been told from your team its soap but it cant be with all of those things still not working. A perfect solution would be a complete replacement or reimbursement and removal of it, plus credited for some of the ruined sheets that I cant return to white where the black streaks are. Ill post more info after the person from NW Appliance looks at it tomorrow. This situation has gone on way too long and I cant remain patient, it needs resolved immediately. And this machine needs to go. Hopefully youll do the right thing and come pick it up and bring a working one, or reimburse at least.

Regards,

*********************
Business Response
Date: 11/01/2023
Please communicate with us what the servicer finds - we are unable to move forward towards any solution or options until we have a diagnosis.

Thank you
Initial Complaint
Date:10/27/2023
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 have been having trouble with my speed queen washer the last 4 months. The machine is still under warranty. The past 4 months speed queens techs have requested a 3rd party company put the same 3 parts in. Its fixes the problem for awhile and then again it breaks down. At one point the washer was a safety issue and would start a spin cycle on its own, and or the washer would just randomly start on its own. The 3rd party tech even saw this happen. I decided for safety reason the machine should be powered down. As of now we are at a stand still and Im waiting to hear back from speed queen on what the next steps are. After keeping in contact with speed queen and the 3rd party provider that speed queen now has a policy to have a 2nd opinion even though its their own techs that have the final say on what parts to change. Honestly I feel they are just waiting for the warranty to run out so they dont have to deal with me anymore and its my problem. Ive been sold in my opinion a lemon of a machine that was bound for failure. My electric bill went up 70 dollars for months because the machine would spin for hours when we were at work. Not to mention the hundreds of dollars spent going to the laundry mat because my washer either didnt work or it was a safety hazard. Im tired of trying to resolve this issue with the company. They refuse to do what is right and they turn a blind eye to safety. If I had the choice Id take my money and never glance at this company again. Im stuck waiting on their next move and my family suffers because they have all the power and you have to sit and wait for them to make a decision.
Business Response
Date: 10/31/2023
Thank you for your feedback. This case has been shared with our Customer Support Manager and her Escalation Team. Respond back to us here if you don't hear from one of those team members in the next 2-3 days.
Thank you
Customer Answer
Date: 10/31/2023
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 spoke with someone Thursday 10-26-23 and the response This case has been shared with our Customer Support Manager and her Escalation Team. Today is 10-31-23 and I still havent received a response. My ticket number is 1497350. So are you adding another 72 hours to respond. This is the exact reason I had to file a complaint in the first place. This Thursday will be 7 days. How long am I supposed to wait? How much money am I supposed to spend at the laundry mat?

Regards,

*************************
Business Response
Date: 11/06/2023
I have followed up with the Escalation Team again on this case. They are in the process of authorizing an exchange of this machine. Keep in mind that this is outside of our warranty policy/obligations. It will take a bit of time to get this taken care of. Please expect next steps and the conclusion of this situation to be handled by that team.

Thank you
Initial Complaint
Date:10/25/2023
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.
Laundry machines manufactured and maintained by Alliance are in my apartment building: **************************************************************************** machines were installed new earlier this year. The coin chutes continually eat quarters (i.e. taking the coin and not giving credit towards the balance owed). It's been an ongoing problem and a tech has been out at least once to address. Pretty much every time I do laundry (twice weekly), I have to pay between a $1.00 and $2.00 more per machine (washer and dryer) than the advertised price. Building management is unresponsive and defers the issue to Alliance. Over the course of this year, I've personally lost more than at least $40 as I usually keep track when the machine eats my coins. I know others in the building have had similar experiences. I want my money refunded (I'll settle for $40 I can account for, and keep track for future settlements in the event the issue isn't fixed) and the issue fixed properly once and for all.
Business Response
Date: 10/26/2023
Thank you for the feedback. We will need the serial number of the machines in order to direct to the appropriate parties.

Thank you
Initial Complaint
Date:10/20/2023
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 washing machine from Appliance Connection on December 15, 2020, in the amount of $1,121.39 including installation. The machine stopped operating in the middle of a wash cycle on October 15, 2023. To be clear, Appliance Connection is only the seller and not the entity that I have a problem with. The washing machine is still under Speed Queens 3 year Warranty, but Speed Queen cannot find anyone to repair or replace the machine. They have a long list of service providers that, will not service my area (although several of them are no more than ***** minutes away) or the business does not exist at all. As per an independent repairman that I hired for $60, the drum and floor of the inside of the machine is rusted and leaking water on the capacitor, mother board and motor. He has concluded that all of the electrical parts are dead and were more than likely short circuited due to the leak. I saw the leak as well as, the rust on the inside of the machine. The repairman said that because the machine is still under warranty, Speed Queen should take responsibility, because the cost to repair will be the cost of buying a new machine. I am now entering day four of endless phone calls that include, hour long hold times to both Speed Queen and their list of Service Providers. How can a company sell a product, offer a warranty and have no way of honoring its promise to its customers. I am asking for your help in this matter, as it appears I'm only getting excuses, and condescending customer service scripted replies... i.e. "I'm sorry to hear that," "I know how you must feel," and "Our Supervisors and Managers do not have phones, so I can't switch you to anyone higher up." There has been no action to rectify the problem from Speed Queen. Please help me. Thank you.
Business Response
Date: 10/23/2023
Thank you for the information. This has been escalated to the Manager of the Customer Support team and her escalation team. They will reach out directly to work towards a satisfactory solution. Please allow them time to pull together the communication, history, etc. If you don't hear from them by the end of the week, please reach back out to us here through the Better Business Bureau.

Thank you
Customer Answer
Date: 10/24/2023
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.

This is the response that I expected from Speed Queen. Its simply kicking the can down the road. This is just an example of one of the responses that I received last week in regards to this matter. The response that I received today from Speed Queen is simply a standard boilerplate/template email answer,designed for any customer complaint, from ****** of ******************************************* which says
****** (Alliance Laundry Systems) <********************************************>
To:***********************
Hello,
Thank you for contacting Speed Queen. Your inquiry has been received and ticket number ******* has been created for your reference. One of our specialists will respond within 3-5 business days.
For a quicker resolution, dont hesitate to visit speedqueen.com/support where you can
Register Your Machines
Locate Service
Download Manuals and Videos
Find Replacement Parts
Lastly, our customer support team is also available by phone at **************, Monday Friday,8:30am-4:00pm **************** Time.

This will be the second ticket number created by Speed Queen (Previous Ticket# *******) in regards to my issue. Theyve had a full week to take care of this, and as per their response received today, they have arbitrarily given themselves and additional week, as though this is ok. There is no urgency on their part, nor do they seem to care that I have been ignored and inconvenienced for over a week.In the meantime, I still have a machine filled with water, a full load of laundry, a slow leak and rust forming around the drum as well as the floor of the machine. If this machine is rusting before the warranty is up, it means that the machine is defective, hence why its now inoperable. Its more than likely that the machine needs to be replaced as opposed to repaired. The cost to repair is the same as the cost of a new machine.
Speed Queens response is not acceptable at all.
I expect Speed Queen to be prepared to always honor their warranty and to do so in a timely manner. I also expect Speed Queen to take pride in the products that they produce and sell make sure that their customers will return for any or their laundry needsand highly recommend the brand to others. However, this experience has severely soured my opinion of Speed Queen and its products. Unless this matter can be rectified in a timely manner,I will find myself not purchasing, nor recommending Speed Queen or any of its products. As I am still under warranty,it shouldnt be this difficult.

Regards,

***********************
Business Response
Date: 10/25/2023
The service call for this machine was dispatched to ************* they were advised to reach out to this customer directly to schedule the repair. This is in accordance to the manufacturer's warranty bond.
Customer Answer
Date: 10/25/2023
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 expected this response from Speed Queen, as they seem to believe that kicking the can down the road it the best approach for them.
Speed Queen said last week on October 18, 2023, that I had an appointment scheduled with *********** for today October 25, 2023, but they couldnt/wouldnt give me a time, or even a window of time that they would be arriving to my home. No one called from *********** or Speed Queen, nor did anyone from *********** show up to my home today as stated. Last week I tried reaching ***********, only to be on hold for an hour and a half. They never picked up my call. I then conducted a simple ****** search of *********** and it returned a slew of atrocious reviews from unsatisfied customers. Most of which stated that they never show up for appointments, so them not showing up for me was expected.
I do not accept this response and I am prepared to take this as far as I need to, in order to be made whole in this debacle.

Regards,

***********************
Business Response
Date: 10/26/2023
Thank you for the update. *********** companies are not owned or operated by Speed Queen, they are 3rd party companies that are authorized to file warranty claims with Speed Queen on Speed Queen machines. I have again shared this information with the escalation team and the manager of the customer support team. They will reach out to ************ but you are also welcome to call them to confirm their intentions - please let us know if you need their contact information.

Thank you
Customer Answer
Date: 10/26/2023
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.

These are the responses received from Speed Queen today 10/26/2023
This is ****** with the Residential Consumer Support team. I have an update regarding your case (*******) as noted below.Reply to this email with any questions or concerns. If there is anything else I can help you with, feel free to reach out.
Leanna (Alliance Laundry Systems)
Oct 26, 2023, 11:30?AM CDT

"Good afternoon,
We are following up to our email on Monday since we did not receive a response.

I just reached out to *********** this morning and they confirmed you had been set up for service yesterday 10/25. Their protocol is to call the morning of the appointment to give you a time, so they tried calling you yesterday but said they were not able to reach you. I asked if they can reschedule and they said yes. They asked you to call them directly at ************ so they can reschedule.

Regards,

******
Consumer Support Representative
Alliance Laundry Systems LLC"

From the Business on Thursday, October 26, 2023
"Thank you for the update. *********** companies are not owned or operated by Speed Queen, they are 3rd party companies that are authorized to file warranty claims with Speed Queen on Speed Queen machines. I have again shared this information with the escalation team and the manager of the customer support team. They will reach out to ***********, but you are also welcome to call them to confirm their intentions - please let us know if you need their contact information.

Thank you"

Please note,.
****** states that she didnt receive a response on Monday 10/23/2023, but I have responded to every message she has sent. *************** through the BBB website. They are the mediators in this case and all of my responses will be addressed on their website for transparency and accuracy. I suggest she do the same.
These responses from Speed Queen are just so predictable, its sad. I said to myself, *********** will claim to have called me and that they didnt get a response from me. My phone is always with me and I was working from home all day yesterday. My call log shows no missed or declined calls from any phone numbers. Im sure they will say they dialed the wrong number, but they couldve called Speed Queen to check the number or because I have a strong online presence, goggling my name would brought up my address and phone number as the first search item. Once again Speed Queen is kicking the can down the road, but this time they have passed the fault onto the 3rd ************ that THEY HAVE AUTHORIZED and are trying to put the responsibility on me to fix the mistake of the unconfirmed, no show,so called October 25, 2023 appointment.
In regards to the statement,
*********** companies are not owned or operated by Speed Queen, they are 3rd party companies that are authorized to file warranty claims with Speed Queen on Speed Queen machines.
If this is Speed Queens stance, it shows how little they care about their customers and the warranty that they offer. An upstanding company would care about their reputation and would never allow a 3rd party company to sully it. They would take action if this were the case. Also, due to the BBB complaint, why wouldnt Speed Queen reach out to *********** at the start of the day to make sure that this problem is taken care of and that the appointment has been confirmed and scheduled. Its this lack of foresight that has customers such as myself scratching our heads.
I want Speed Queen to schedule this appointment with ***********, because for some strange reason, they do not answer their phones when I call (2+ hour hold times).It seems as though Speed Queen is the only call they ever answer.
Perhaps, past customers grew weary and gave up on what they were legally *********** and this is what Speed Queen counts on, however I will not be that customer.
I do not accept this response and I am prepared to take this as far as I need to, in order to be made whole in this debacle.

Regards,

***********************
Business Response
Date: 11/02/2023
I understand that you are responding to us here through the BBB, however we really need you to work with ****** as well. We are all working together and she is the one contacting *********** and can help this process move forward. Her last email was to you as well as ***********. We need you to communicate to *********** as well as ******. She has secured a service appointment, but you need to work with all of them to confirm and follow through. Please let me know if you have any questions. Thank you!
******'s email below needs to be answered.
Good afternoon Sarnya,
Have you had a chance to ******** Service and reschedule an appointment? I have them cc'd on this email.

*********** - can you confirm if you have received a call from Sarnya to reschedule an appointment?

Regards,

******
Customer Answer
Date: 11/10/2023
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.

As I have stated previously, *********** does not answer the phone, no matter what day or time that I call.
I have had the machine repaired by ************************** and Appliances who were prompt, courteous and did an excellent job. They repaired the machine and the invoice is attached to this response. The breakdown of the cost to repair is as follows $75 Diagnostics, $260 ********* Kit, $200 Labor.
As my machine is still under Warranty and Speed Queen cannot provide the service that they promised, I am requesting that Speed Queen reimburse me for the $535 that I paid in full to repair my washing machine, in order to settle this matter. If this is not acceptable to Speed Queen, I am prepared to take this matter further, in order to make myself whole.

Regards,

***********************
Business Response
Date: 11/10/2023
I am happy to hear the machine has been repaired - I understand you also sent this invoice to ******. She will handle the warranty invoice.
Thank you
Initial Complaint
Date:10/17/2023
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 speed queen washer spending over $1400. The washer is not even 2 years old has a 7 year warranty and the mother board has been replaced twice. Now it is broke again and speed queen can find no one in my area to repair it. This is not fair. I think I purchased a damaged machine and I thought there was a lemon law if the same issue happened 3 times it would be replaced. They said that is not valid. So what do I do now. I have a over $1400 washer that is not even 2 years old and I cannot get it fixed. I need your help please!
Business Response
Date: 10/18/2023
Thank you for reaching out to us - your complaint has been escalated to the Senior Manager of Customer Support. That team will reach out to you directly to discuss your situation and discuss options. If you don't hear from them in 3-5 business days please reach back out to us here.
Thank you
Customer Answer
Date: 10/22/2023
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: 10/24/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*****************************
Initial Complaint
Date:10/06/2023
Type:Customer Service 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 2018. In 2020, just outside of Warranty, a timer failed. I spent $470 to replace it. Now, in 2023, the timer has failed again, and will cost $200 for the part and $300 to install it. Speed queen markets itself as durable and commercial level, and needing $1000 in just 5 years is not acceptable and in opposition to the implied warranty of their marketing. When I called and spoke to a rep, they offered me 30% off the part, $60. $60 credit on a machine that has needed $1000 in repairs over 5 years is unacceptable. This machine is a dud, and should be remedied.
Business Response
Date: 10/10/2023
Our Escalation Team has conducted a comprehensive review of the circumstances. The machine in question has no active warranty claims and its three-year manufacturer's warranty has lapsed. The customer sought assistance from our Customer ************ post-warranty, leading us to offer a 30% discount on the necessary repair parts. Regrettably, we are unable to provide any further provisions.
Thank you
Customer Answer
Date: 10/10/2023
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.

The product is marketed as being industrial quality and lasting for 25 years or more. The same part has failed twice in 5 years, which is clearly a defect. *********** should stand by their product and replace the part. Instead, they sell a faulty product and profit off the repair of it. It is a shameful practice, and instead of sending me a new timer, they've lost a customer for life. I paid for the ************, but will not pay for the second. If this was a car, lemon laws would apply, instead shady companies can do what they want.

Regards,

*******************
Business Response
Date: 10/10/2023
This machine's warranty period expired 2+ years ago. The goodwill offer was to give a 30% discount on the part needed for repair. There is no further provision.
Customer Answer
Date: 10/11/2023
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.

a product that fails multiple times in 5 years, at the same spot is a major defect and should be covered under good will of the company (and good business). Clearly, this company would rather lose a customer than send a $190 replacement part. No need to go back and forth, as they dont seem to budge. Ill be writing a blog post sharing this experience and warning others about the defect issues with speed queen and unwillingness to stand by their product.

Regards ,

*******************

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Speed Queen is NOT a BBB Accredited Business.