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:10/02/2023

  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 new Speed Queen dryer which has a 5 year warranty on it & had it installed February 2020. On April 7, 2022 the dryer was not heating properly & the timer k*** was not working. Called the repairman came out & determined it needed a heating & a new dial k*** I had to wait for the dial k*** to come in & I honestly do not remember exactly how long it took to come in but I do remember they told me it would be it was at least 2 weeks. It got fixed, then on October 12, 2022 I had to call repairman again this time was not heating properly again. It was determined a heating element had to replaced & it was repaired, Then on May 7, 2023 I had to call the repairman for the third as the timer k*** was not working again but part was on back ************ were not sure when it would come, The part still has not come ****** have called numerous times & no one can explain to me why after 7 months of waiting for my dryer to be fixed that I do not have a working dryer that has a 5 year warranty. On September 12, 2023 I called them & told them I will no longer will wait for it to be fixed but since they can not fulfill warrant agreement I am requesting a new dryer. They were suppose to get back with within 48 hours but never so I called them again September 22, 2023, asked why no one returned my call & they had no explanation. I again repeated that I am requesting a new dryer as I have been without a working one for 7 ************* have not fulfilled their warranty agreement. They again told they would get back to me within 48 hours & as of this date October2, 2023 no one has yet. I am reaching out for help with replacing my dryer with a brand new one. I can not except it getting fixed any longer because this dryer has needed to be repaired three times within 3 ********* can not ever be compensated for this past 7 months of not having a working except by getting a new dryer. Thank you for your time & hope to hear from you soon.***************************

  Business Response

  Date: 10/02/2023

  Thank you for reaching out - I have escalated your case to a team leader on the Customer Support Team.  Please allow them time to review and gather the necessary information.  You can expect communication from them in the next couple of days.  If you don't hear anything by end of business day on Wednesday 10/4 please respond to me here.

  
  Thank you

• Initial Complaint

  Date:09/22/2023

  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 July 10, 2023, I purchased a TR5003WN speed queen washing machine DR5003WE dryer for $2198 + sales tax $185. They were delivered a few days after purchase. By July 19, it was evident that the washing machine did not clean clothing. I contacted both the seller (************************** *************************************) and Alliance Laundry Systems and reported the issue. The seller sent a tech to run diagnostics on the washer. He said it functioned "as designed " and advised me to pre clean and pre treat any dirty areas on my laundry, use hot water and purchase more expensive soap. The reply from ALS acknowledged that they're aware certain cycles simply don't clean and describe the washing action as a "concept", which I discovered, unfortunately, doesn't work. Neither was willing to allow me to pay for an upgrade to a machine that had the potential to actually clean clothes, nor offer any other remedies to the inadequate performance aside from suggesting I jump through unreasonable hoops, including, but not limited to, handwashing prior to putting laundry into the machine. I tried the advised remedies, in spite of the fact that a $1099 appliance should clean without these efforts. Still my laundry was coming our with the same things it went in with. I beseached both the manufacturer and seller a second time to rectify the situation. This time the seller ignored me and ALS reiterated the "concept" behind the "wash action" and advised me to sell it if I wanted a washer to suit my needs (that is, to clean clothes). Thanking ALS for their reply, I noted it was not satisfactory, as the advertisement for this machine made many claims that were contrary to my experience with it and their own claims in their responses to me, breaching both the implied warranties of merchantability, and of fitness for a particular purpose. They did not reply to the third email. Claims include highly effective, premium wash, a better clean, keep items looking good. The dryer quit too.

  Business Response

  Date: 09/22/2023

  Thank you for reaching out - your case has been escalated within the Customer Support Team in your ticket *******.  The reps will confirm all company policies are being followed.  Expect communication and final solution to come from the Customer Support Team.  

   

  Thank you

  Customer Answer

  Date: 09/22/2023

  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.
  
  I am grateful that you have elected to escalate my claim and hope for a fair outcome. However,  me simply accepting your promise to pursue my complaint further would close the case with BBB. Since there is no hint of potential resolutions given, I have chosen the option to not accept the promise of consideration, rather, I will wait until your determination is made before I accept and close the arbitration. 

  Thank you for your attention to the matter. I look forward to hearing from you again soon. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 09/25/2023

  I completely understand what you're saying - and it does look like the Customer Support Escalation Rep has engaged in communications with you.  Please continue your communications in ticket 1458914.

  Thank you

  Customer Answer

  Date: 09/29/2023

  Better Business Bureau:
  

  Alliance Laundry Systems,  manufacturers of Speed Queen laundry appliances,  has agreed to refund the full purchase price of the ineffective washer and the dryer and retrieve the appliances from my home. While I am delighted to be rid of them without loss of our hard earned money, I am disappointed to know that the false advertising will continue,  and the *** has no interest in customer satisfaction.

  I desire for others to know the truth about this particular product design and not waste their time and money on it. Outside of involving BBB in arbitration,  I would have just been shut down by the company. It's disappointing to trust a long standing leader in commercial laundry products only to be ripped off and let down in the residential arena. 

  Thank you so much for pulling with consumers and helping us get the resolutions we deserve when companies fail to provide what they claim to. 

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

  
  

• Initial Complaint

  Date:09/15/2023

  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 a Speedqueen washer and dryer set.The dryer has had issues since nearly the beginning with multiple service calls, reaccuring problems and increasing problems. Repairs have either not lasted or remain uncompleted.As a result it has ruined a large amount of clothes by metal in the dryer. And corrosion from unprepared issues.I have contacted the manufacturer several times and have an open ticket. ******* I'm told that no service is available or the service does not respond. I have continually asked for an exchange based on this continued issues and failure to honor the warranty.

  Business Response

  Date: 09/18/2023

  Thank you for reaching out to us regarding your situation.  I have updated your ticket and assigned it to the team leader of the Customer Support Team - they will review the case and make sure all company policies are being followed and the warranty obligation is being fulfilled.  They will then reach back out to you to confirm solution.  You will want to continue to work with them via that ticket towards resolution.  You can expect to hear from the team leader this week.

  
  Thank you

  Customer Answer

  Date: 09/18/2023

  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 has been ongoing and has not been resolved in almost 2 years.

  Contacts seeking a resolution still have not been addressed.  And no follow-*** to even have any more warranty service performed.  No response from either company or technicians.

  This unit needs to be exchanged at this point.  No one has arranged that.
  [Please type your response here.]
  
  Regards,
  
  ***************************

  Business Response

  Date: 09/18/2023

  As previously stated, we have escalated this to the team leader, please allow the team lead 2-3 days to review the ticket and get back to you.  No further action will be taken here - you will want to work with the Customer Support Team Lead.  

  Thank you

  Customer Answer

  Date: 09/19/2023

  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 still have not been contacted by Speedqueen or a service technician to exchange this lemon of a machine.  Or even complete the repairs started in March.
  
  Regards,
  
  ***************************

  Business Response

  Date: 09/20/2023

  Sent updated second request to Team Leader handling this case in ticket 1456545.

   

  Thank you

  Customer Answer

  Date: 09/25/2023

  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.
  
  Speedqueen continues to not address the issues.  Or respond to the complaints.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/13/2023

  Type:Billing 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.

  A service man, ******, from ARES LLC came out to our home on August 15th, to repair my washing machine, his assessment was that we needed a part that was to be ordered. I do not have a written assessment and no communication from either ARES LLC or Speed Queen to let me know what is the status. I informed ****** that we were going out of town and would return after the 28th of August. How do I get my washing machine repaired? I purchased my washer and dryer last year June 2022 with the hope and belief that I was getting a great product and that my service would be excellent. I have not been able to wash clothes going on two months. Is this part of the warranty? What are the next steps? How can I have confidence in Speed Queen service. I have spoken with reps from Alliance Laundry Service to no avail. I went back to **************** here in *****, ** and reported the issue to them. And have not heard anything from them either. I want to return this washer/dryer back to someone because it does me no good. This is so disappointing and unbelievable. Both my washer and dryer were over $3K. I am so upset with Speed Queen and this process and selling such an inferior product.

  Business Response

  Date: 09/13/2023

  This case has been escalated to the team lead of the customer support team.  They will evaluate and make sure all company policies are being followed and the obligations of the warranty bond are being fulfilled.  Please continue to correspond via the ticket that was originally created - 1454284.  

   

  Thank you

  Customer Answer

  Date: 09/13/2023

  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 below.
  
  [t Your standard response is unacceptable at this point. You have not provided me any information on what I have said was my issue.  No name, no new repair person. Nothing.  This is far from being acceptable or closed. I will have to go to the laundry mat in the morning after two month of no Speed Queen washing machine.  How are you going to resolve that inconvenience, you can not. I do not trust this company. I am extremely distraught with this happening to us.  
  
   Disappointed ,

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

  Business Response

  Date: 09/15/2023

  As mentioned before, I have forwarded your concern to our Customer Support Team Lead. Rest assured, I will ensure this is being looked into and they will be your point of communication moving forward. Your case has been logged as ticket number *******. All future correspondences regarding this matter should refer to this number. Thank you for your understanding.

  Customer Answer

  Date: 09/20/2023

  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 have had to call a second repair from Mr. ********** per Alliances was last week and that appointment was made for today.  **********/Mr. ********** arrived and upon assessing the issues now with both the washer and dryer, ** told something different than what the first repair person from ARES, llc initially stated. And still no response from Speed Queen other than through BBB.  The repair person has to come back to complete the repair!!  This matter will not be resolved until and when my appliances are replaced with working machines which is what I purchased.  I am not satisfied with the response that my complaint has been handed over to somewhere and still no one is contacting me. This is utterly unacceptable from Speed Queen.  How could you? I thought I was  getting a reputable appliance company, I can not with all confidence say that with how my situation has been handled. A repair person comes to assess and then had to leave and now has to come back when Ive already been waiting for two months due to no fault of my own. Unbelievable. ]
  
  Still waiting,
  
  **************************************

  Business Response

  Date: 09/22/2023

  There was an email from one of the team leads sent to you via ticket ******* on Wednesday 9/19 - ***** and ******** are both trying to touch base with you to get your situation resolved.  Please respond to them there.

   

  Thank you

• Initial Complaint

  Date:09/01/2023

  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.

  03/12/16Purch* Rec'd COMM SQ ATEE9AGP173TW01 W/D 10/30/16Dryer issue 01/24/17Tech replaced all parts-subboard, main board, control board, Parts ***************** 11/26/19Tech replaced output board * changed boards 02/23/21Dryer issue-Tech cleaned buildup 08/23/23ED44-overcurrent shunt. Drive board to be replaced Part 807175P IPM Control Assy. Cost $938.00 w/install/tax-$1283.66.Research on W/D in 15/16. Based on reviews, purch this very expensive SQ b/c would last 25 yrs. Understand components break down but based on major issue w/i 7 mos of purch, again 2 yrs later * now again is unacceptable. B/c outside 5-yr warr, must pay $1283.66. Contacted SQ (Alliance) Thur08/24/23-spoke w/Sherikia * explained issue--she stated price of part on site showed $500 * offered 20% discount. W/20% disc * to get W/D running, I agreed. She immediately sent me an email w/link to site w/30% disc (was wonderful). Immed went to link-part showed $927.67-not $500. Less than 2 hrs later, sent ******** email * explained part d/n show as $500 but $927.67. Didn't hear back so Fri08/25 at 10:06 am sent an email for followup. Rec/d email on TUE08/28 stating prices change due to stock or demand for ********** showed part $927.67. Called SQ again right after receiving email fr ******** * spoke w/****** * explained above. She sent email to Sherikia * stated she was not available but in office * would have her call me. Never heard from Sherikia. Next day, Wed08/30 called * finally, after over hr on hold, got through * ******** answered. She again told me prices change, even though I stated that immed I went to site after her orig email * showed $927.67. Told her not something I could accept. She sd she would speak w/lead (Cheyenne) * get back to me. Asked if could speak ************ sd would have her contact me * would be ***** hrs before would receive call. Communication with this company is horrendous. Apparently, SQ mach are no longer quality ************ cust serv leaves much to be desired.

  Business Response

  Date: 09/01/2023

  This case is being handled according to company policy - It has been escalated to the team lead noting your timeline and complaint.  Please continue to work towards resolution with ******** in ticket number 1448192.

   

  Thank you

  Customer Answer

  Date: 09/01/2023

  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 requested a call back from the lead (********) and yesterday, 08/31/2023, received a response via email from ******** (see attached) parroting the same information and discount previously provided by *********  My concerns were not addressed.
  
  Regards,
  
  ***********************

  Business Response

  Date: 09/05/2023

  As previously stated, Friday this case was escalated to the team again.  Please work with ******** in ticket 1448192.  

  Customer Answer

  Date: 09/06/2023

  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 previously stated, I was informed that I would receive a phone call from the lead ********** and instead she sent me an email reiterating EXACTLY what ******** had stated.  That parrotting of the information by ******** does not show good faith nor compromise.  If you are wanting me to address this with ********* then have HER CALL ME to discuss since there is not a phone number shown on her email to contact her by phone, and that is how I wish to communicate regarding this matter.
  
  Regards,
  
  ***********************

  Business Response

  Date: 09/12/2023

  I have once again reached out to ******** in ticket ******* - you will need to continue to work towards resolution with her on that ticket.  

  Thank you

  Customer Answer

  Date: 09/15/2023

  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.
  
  Cheyenne sent me a follow up email stating that the part was now on sale and that I could still use the 30% promo code--$472.50.  I did in fact purchase the part based on that information.  While I do appreciate ********** email and the fact that she found the part on sale and honored the original 30% discount, I am still unhappy with the customer service provided since I did ask that I receive a phone call to discuss the matter--and not another email.  Due to the numerous repair issues that I have had since purchasing this Speed Queen model, and the numerous complaints that others have posted on various sites, I believe more should have been done to resolve the issue--not only in a more timely manner (without a W/D going on almost four weeks), but at a significantly reduced amount, or no charge at all.
  
  Regards,
  
  ***********************

  Business Response

  Date: 09/15/2023

  I am happy to hear this has been resolved and will certainly pass on your personal feedback to the Customer Support Team.

  Thank you

  Customer Answer

  Date: 09/19/2023

  [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:08/31/2023

  Type:Billing 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: Alliance Laundry Systems dryer, model# DR5000WE, serial# ********** on 1/**/2020. ********************** (SQ) confirmed it is still under warranty. The dryer stopped working the first of June 2023. A repairman has been out three times now and spent over two hours on the phone with SQ technical support during his visits trying to identify the problem. After replacing the entire wiring harness, SQ determined two additional parts were needed. I was assured those parts would be "mailed out the next day", that was ten days ago, and we have yet to receive the parts. I emailed their customer service (the same person who sent out the first part) on 8/28/23 to inquire on the status of these latest two parts and as of 11:00 am today still do not have a response. I was "disconnected" or hung up on, at 10:30 am today by SQ customer service and was not called backed; I have been on hold for 45 minutes now just trying to find out if the parts have shipped. This was an expensive dryer. We opted to pay more because of SQs touted quality and warranty. It appears there have been multiple issues with this model dryer.

  Business Response

  Date: 08/31/2023

  Thank you for your message.  This case has been escalated to the team lead on the Customer Support Team in your open ticket number ******* - requesting the status of the parts for this machine.  Expect a call back by EoB tomorrow 9/1.

   

  Thank you

  Customer Answer

  Date: 09/11/2023

  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.
  
  

  This matter had NOT been resolved. Speed Queen sent one email stating "an exchange will be issued" on August 31. They have since ignored multiple emails from me. I have no idea if an "exchange" means they are sending me a new dryer or more parts. I immediately sent them the requested proof of purchase on August 31 and have heard nothing since. We are now going into month FOUR without a dryer. How can companies get away with this? We purchased a Speed Queen because of the warranty and now they can just ignore us and not honor it? 

  
  

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

• Initial Complaint

  Date:08/24/2023

  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 on August 29, 2021. On June 20th, 2023 I placed a service call with Speed Queen due to my dryer not heating. They sent a service tech from *** Technologies on June 28th, 2023 to diagnose the machine. They determined it was the heating element and placed an order for the part. On July 12th, *** Technologies came back to the house only to determine they ordered the wrong part. A new part was ordered and *** Technologies returned on July 20th. When the correct heating element was installed and the machine was plugged in the outlet and the unit sparked along with tripping the breaker. On July 24th *** Technologies was told to return to my house and place a call with Speed Queen's service department to diagnose the machine. They determined we only needed a new heating element even though *** Technologies advised them the board needed replaced. On August 24th *** Technologies came back with another heating element and installed it. Again when the machine was plugged in the outlet sparked. I told them to call Speed Queen service and determine next steps. On this call Speed Queen decided it was the board that needed replaced also. Something that could have been ordered back on July 20th if they had listed to what the *** service rep that was out the first time when the machine sparked. I have gotten no where in calling Speed Queen. I have spent countless hours at the laundry mat over the past 9 weeks and countless hours on hold with Speed Queen. I want my machine fixed immediately or a new machine.

  Business Response

  Date: 08/28/2023

  Speed Queen's warranty is not a replacement warranty it is a parts and labor repair warranty.  This case has been escalated to the team lead in the ********************** on ticket number *******.  It is being handled according to company policy.  Please continue to work towards resolution with the customer support team in that ticket.

  
  Thank you

• Initial Complaint

  Date:08/23/2023

  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.

  During the spring of 2022, we purchased a speed queen commercial heavy duty dryer, serial number ********** for $1,249.00 from a local dealer in *********** ****. We owned the unit 2 weeks before I noticed it was taking longer and longer to dry clothes until the dryer would not heat up at all. We had purchased a 7 year parts and labor waranty, the service person came and repaired/ replaced the heating element or thermostat on the dryer, suggested we vaused the problem but acknowledged the venting was completely adequate after checking it himself and stated this was the best top of the line dryer and this does not happen. Here we are, one year later with the same problem, to no fault of our own. We were told by the dealer to contact the company directly. The woman said under no circumstances would they replace the unit. They said the dealer service person would have to call them to troubleshoot and also indicated that there was something we were doing wrong. Dryers are pretty straight forward to operate and the unit has just stopped heating up at all. The woman from alliance customer service said that their products are top of the line are never sold damaged or as "lemons". Then she said to have a nice day. Meanwhile I have 3 children returning to school and sports and no dryer.

  Business Response

  Date: 08/24/2023

  This complaint has been escalated to the proper team to assure all warranty and company policies are being followed.  Speed Queen's warranty does not give provision for machine replacement, it is a parts and labor repair warranty.  Ticket number ******* is the ticket number that has been escalated to the Customer Support Team.  Someone should be reaching out directly from that team - via email.  

  
  Thank you

• Initial Complaint

  Date:08/09/2023

  Type:Billing 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 date: 5/17/22 Price Paid: $1673.99 What was to be provided: Speed Queen dryers feature multiple technologies designed to save energy and money. Our cutting-edge Eco Cycle uses an advanced heating algorithm to conserve energy while achieving an optimal dryness level. Moisture Sensing starts cooling the clothes when the load reaches the dryness level you select reducing unnecessary drying lowering utility costs and protecting your clothes exactly what you'd expect out of one of the industry's most efficient dryers. Speed Queen dryers deliver a superior dry every time by achieving the ideal balance between drying temperature airflow pattern and mechanical action. With commercial-grade components like a heavy-duty fan system and an advanced airflow pattern that ensures every bit of warm air enters the cylinder and dries the clothes Speed Queen dryers deliver the perfect dry every time. Many washers and dryers have touch panel controls.Dispute: The dryer melts our laundry even on medium heat. We would like to return the dryer and be reimbursed by Speed Queen.Business Resolution: The first time I submitted the issue, the retailer sent a service technician and he replaced some parts. This time, the service tech was told by the manufacturer that the heat levels are acceptable and we need to sort out laundry by all kinds of different categories and use no heat on things that could melt. Prior to this, I didn't know laundry could melt in the clothes dryer. This is very different than the "perfect dry every time" that is promised.Order Info: Big *************************** order ID ************ Advertising related: Yes, they are using false advertisement to lure you in to buy this dryer then it ruins your laundry and the consumer has no recourse. I believe we should be able to return this product to Speed Queen and be refunded $1,673.99.

  Business Response

  Date: 08/10/2023

  This has been handled according to company policy and our warranty bond.  ************** the *** sent documentation around venting as well as sorting laundry appropriately - all items we share in the rare instances we see this symptom happening.  I have escalated this case again - I would expect someone to reach out to discuss venting as well as best practices of using the dryer.  The ticket number is 1438505.

   

  Thank you

  Customer Answer

  Date: 08/10/2023

  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.
  
  [Please type your response here.]

  The retailer made the ventilation changes & swapped out some parts in April.  The dryer is set up as directed ny manufacturer.  Per yesterdays tech visit, the ranges in heat for all settings are very wide & even low heat gets as hot as 165.  He also alerted me that the internet is full of posts & videos regarding this same laundry melting in Speed Queen dryer issue.  This shouldnt be a widescreen issue & not being able to hold the manufacturer responsible for damages.

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

  Business Response

  Date: 08/10/2023

  Again, I have passed along your feedback to the ticket referenced earlier.  Please continue communication and correspondence towards resolution with the Customer Support Team.  If you don't hear from someone in the next couple of business days, please respond here.

  Thank you

  Customer Answer

  Date: 08/29/2023

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

• Initial Complaint

  Date:08/03/2023

  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.

  Model # AWN632SP116TW01 Serial #********** Requested a warranty repair during the warranty. Their authorized repairer didnt know what he was doing and barely looked at the machine and claimed nothing wrong Now the problem got worse and the machine wont drain at all and shuts off in the middle of the cycle ************ doesnt honor their warranty

  Business Response

  Date: 08/07/2023

  Customer also sent a ticket to the customer support team (ticket number ******** - that is where the solution will need to come from.  I have alerted the escalation team to this ticket and shared the notes from this complaint.  They will likely respond in the next couple of day with any options they are able to offer according to company policy.

   

  Thank you