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:03/17/2023

  Type:Billing 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 bought a speedqueen washer/dryer stack unit July 1, 2020. I have had problems with it from day one. I have had several repair people out & nothing is any better. Now it is walking across the floor plus pulling the dryer vent off. It is 7' tall & 400 lbs. I can't move ******* husband drives truck & is gone all week. So now I can't even use it all week. So last week I talked to ***** a supervisor, she said oh you have been through enough we need one more guy to come out & call our tech support while he is at your house & if there is nothing wrong we will give you a buy out for $2,400.00 so I said ok. So the repair guy called the tech guy & did what he said. Everything was OK. Then he wanted him to pull the unit out from the ********** it back & lean it on the wall & look at the bottom. The repair guy can't do that alone. Then I said no that will damage the drywall & could scratch my tile floor. So now she emailed me & said they won't give me the buy out now.I paid $3,251.00 for ******* has a 5 year *************** junk.

  Business Response

  Date: 03/21/2023

  This complaint is being handled by our escalation team leader according to policy in ticket 1300384.  Please continue to work with ***** on this matter.

  Thank you

  Customer Answer

  Date: 03/24/2023

  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.
  
  I would like to continue with this complaint.  I would like ***** to stand behind her telling me she would give me a $ ******** buy out. We have dealt with this problem for 3 years & continues to get worse.
  
  Regards,
  
  *******************

  
  

  Business Response

  Date: 03/24/2023

  As previously stated, this is being handled by our escalation team member (*****) in ticket 1300384.  ***** will be sent a reminder to check in on this case.

• Initial Complaint

  Date:02/24/2023

  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.

  A Speed Queen washer / dryer combination was purchased 3 years ago with a 5 year warranty for all parts and service. The dryer quit working too months ago, and field service evaluated the dryer at the residence, and determined a that an internal part had malfunctioned, a timer. Alliance / Speed Queen has promised a repair part date multiple times, and after the commit date is passed, they make a new commit date. The latest commit date is 3/10/23, and the first commit date was 2/2/23. Their customer Service line committed to have manager review this serial number history on 2/22/23, and have a manager call within ***** hours. We are past 48 hours, and there has been no manager call. This is borderline fraud for promising warranty repair, and then not being willing to repair or replace the unit. The washer has been serviced three times so far also.

  Business Response

  Date: 02/27/2023

  A member of the consumer support escalation team has corresponded appropriately on ticket ******* and 1290813.  Please continue to work through this with the escalation rep.

• Initial Complaint

  Date:02/22/2023

  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.

  I purchased a Speed Queen washer, model#AWN43RSN116TW01 in January, 2021. Have had repeated service calls: End of January lid locked and we could not get it open. End of February the machine would not start. In May, lid locked up again and we could not get it open. In June, the softener dispenser did not work correctly and left softner all over the clothes. In December, the machine did not start. February, 2022 machine would not spin. In June machine filled up with water, but the clothes did not wash and the machine did not spin. Current problem is the hose to the utility tub is leaking and flooded the utility room. Called for service and explained the problem. ********** arrived 5 days later and told me he did not have a hose - would have to order it and it would take 5 days even though I explained the problem on the phone. I have the hose completely duct-taped so I can use the washer and am still getting water all over the floor - I has been 5 days and I have heard nothing. The hose does not look like something I could replace by going to my local hardware store. I called Speed Queen customer service and told them after all these constant repairs, it seems the best solution is to replace the unit. I was told they do not do that and just need to keep calling for service.

  Business Response

  Date: 02/23/2023

  The information received from the Customer Support team was correct.  Our warranty is not a replacement, but a parts and labor for manufactured defects.  I have attached a copy of the warranty bond to this response so you can see what is and is not covered by the warranty.

   

  Thank you

   

• Initial Complaint

  Date:02/18/2023

  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.

  Found an authorized retailer on SpeedQueens website: "Buying Together - *********"**** *****************, 11B ****************************** ************** But they told me to go to this location to purchase it "***********************" ******************************************************************************** Model speed queen I was looking for Model #: TR7003WN Advertised as one of their highest end models. The machine has not been able to fully clean clothes AT ALL.My home is on a whole house water filter so I'm not concerned with the quality of the water going into the machine. The agitator of the machine is plagued with mold and mildew on a weekly basis. No matter how much we clean it mold continues to reappear over and over in the machine. This went unknown for quite some time until I accidentally removed the cap to the agitator while searching for a musty, filthy smell coming from the TR7 Washer. Only LIQUID detergent has been added to our wash since day 1.6 months into owning the washer it began to give an E:Ub error code we thought we might have loaded too much clothes so we removed some of the load, unplugged the machine to reset the error code and began to wash again. It seems every other load of dirty clothes we attempt to wash now no matter if its a few clothes or a fully laundry basket we continue to receive that unbalanced error code. It can be just a few tshirts and nothing else the machine will claim its unbalanced.I've contacted speed queen via the HomeOwner customer support number **************** the representative that answered the call was EXTREMELY RUDE and just dismissive of any problems and/or issues I tried to explain. For a company that boasts so much about standing behind their product they sure don't want to hear any negative feedback.If I have to unplug a machine to reset almost every other wash from a company that prides themselves on quality. This is not the purchase to make. A washer that can't wash clothes. Please take your machine back.

  Business Response

  Date: 02/20/2023

  Please respond here with the model and serial number (from the serial plate on the under side of the lid).  We will need this in order to look into our CRM system to investigate.

  Thank you.

  Customer Answer

  Date: 02/21/2023

  [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 ********. No resolution has been found yet. Responding to the businesses request to provide more information: "Please respond here with the model and serial number (from the serial plate on the under side of the lid).  We will need this in order to look into our CRM system to investigate."

  Model No: AWNE9RSN116TW01

  Product Code: TR7003WN

  Serial Number: **********

  Business Response

  Date: 02/22/2023

  Thank you for the information.  The only calls to our Customer Support Team was regarding finding service and making sure the machine was registered.  If there was any other interactions, please let me know what phone number was used to call in.  With that being said, we do not have any warranty claims for this machine either.  I would advise calling in to our customer support team ************ and ask for best practices for cleaning detergent residue from under or around the agitator.  

   

  Customer Answer

  Date: 02/23/2023

  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 cleaned the "residue" (mold/mildew) multiple times since owning the machine. The machine is constantly getting an unbalanced error. The machine does not perform within the advertised ability, clothes regardless of the load amount are NOT fully cleaned ever. I could have purchased a $300 washing machine that performs better than this "top of the line" speed queen.

  Researching more online shows that I am not alone with these issues which I solely blame myself for not doing more throughly on my part before making the mistake of purchasing this washer. Other users are complaining of the exact issues I've made in this post: Videos are online depicting the mold issue within the agitator, riddled with error messages, and various complaints of clothes not coming out clean regardless of the setting.

  If I put a small load of laundry in for almost an hour and clothes still come out dirty what is the purpose of this washer? To waste electricity and water? 

  This Speed Queen TR7 is a complete LEMON. The only recourse of action I see going forward if Speed Queen stands by this product is to take it back and issue a full refund. I will never purchase another speed queen branded machine again.

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

  Business Response

  Date: 02/27/2023

  Our warranty bond is a parts and labor repair warranty for factory defects.  Please reach out to our customer support team ************ to have them assist in dispatching a servicer or you can find a listing of our authorized servicers by zip code at the website: ********************************************************

   

  Thank you

  Customer Answer

  Date: 02/27/2023

  [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 NOT satisfactory to me.

  I will contact customer service to file a warranty claim to have the washer serviced as instructed by Speed Queen but it does not change any of what I initially stated about the washer. The TR7 Speed Queen washer is horrible and riddled with issues that no customer should personally deal with within the first year of ownership. I asked for a refund for a lemon and was instructed to have it serviced instead. Speed queen would rather waste even more time than do what is right by a VERY unhappy customer.

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

  
  

  Business Response

  Date: 02/28/2023

  Speed Queen's warranty is a parts and labor warranty for any manufactured defects.  Speed Queen does not replace machines.  Attached again is the warranty bond.  

• Initial Complaint

  Date:02/12/2023

  Type:Order 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 set of speed queen washers end of January 2022. The washer recently broke with a 5 year warranty. I put in a ticket with speed queen but received no support. In the time that they did not respond the dryer actually nearly caught fire in my shed. The vent tube was fine, no lint build up, and no electrical issues with my socket or the wiring of the dryer - which has been used in the same fashion and cleaned regularly in the past 11 months of use.

  Business Response

  Date: 02/13/2023

  We have received your inquiry - however we do have a backlog of emailed tickets and have not gotten to yours that was sent in on Thursday.  I have assigned the ticket ******* to one of our representatives to work this week.  Please continue to correspond via that ticket.  Or feel free to call in to our contact center at ************ - keep in mind that Mondays have a larger call volume and longer wait time.  

   

  Thank you

  Customer Answer

  Date: 02/16/2023

  [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:02/06/2023

  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 10/20. I had it professionally installed as per specs by manufacturer. It came with a 7 year warranty. In addition, I get it professionally cleaned every year. Recently it has stopped working efficiently, meaning I have to run it 2 to 3 sixty minute cycles to get clothes dried. I called speed queen customer service and they directed me to have one of their approved vendors come out and analyze issue. Technician came out two week ago, checked sensors, air flow, and set up and found them all to be good. While here he called speed queen service line and talked through issue with them. They suggested changing motherboard. He ordered it and came back to replace it. After that, I was having the same issues. I called speed queen back and they refuse to put a manager on the line. **** notes last Wednesday and said I would get a call back in one to two days to discuss a replacement which they never did. Now they want the same vendor to come out and do more anaylsis , as the motherboard that was just replaced may be defective. And they noted that the 7 year warranty is for service only, and do not have an answer for what is done if it cannot be fixed with service nor can they answer what is the next step after the technician comes out again (if there is nothing else to be fixed). Feel like I am getting total run around while I have a dryer that does not work, and I still have 5 years left in a warranty that apparently means nothing. In addition, their attached response details the potential for improper venting which was checking by professional technician who they chose and he found it all to be good. Please help! My name is *********************** and I can be reached at ************. Thank you !

  Business Response

  Date: 02/07/2023

  This case is being handled by our escalation team and team manager.  We will continue to work towards resolution in ticket 1265576.  

   

  Note-our warranty is a repair/service warranty, not replacement.  We have protocol we must follow.

• Initial Complaint

  Date:02/03/2023

  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.

  Bought new speed queen washer and dryer in 2021. Since new, dryer has put pulls in all athletic wear dried with it, including new items. We alway dry athletic wear on delicate setting, and low heat. Unit has been repaired by an authorized service company more than 8 times, and still damages athletic wear. Clothing was never damaged by previous 10 year old dryer.

  Business Response

  Date: 02/06/2023

  This case is being handled per company policy in ticket ******* with one of our escalation agents.  Please continue to communicate there.

  Thank you.

• Initial Complaint

  Date:02/03/2023

  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.

  We purchased a speed queen washer and dryer under a special promotion for a 10 year warranty. About 6 weeks ago our dryer went out while still under warranty. We called the ************** and after a few weeks came out to tell us the heating element went out. The part is on back order we were told and should be a couple weeks. We now cant get a response from retailer so we called Speed Queen direct. They basically tell us they will let the retailer know with an email and they have to fix it. I cant get either to get me a date or answer on when this can be fixed. last call to speed queen they just hung up on me without answering the question. at what point do they have to honor their warranty? I get parts are back ordered due to supply and demand through covid but if thats the case just replace the whole unit. Ive looked up the part and its available online, ive offered to install it myself. Im out of ideas and frustration is high!

  Business Response

  Date: 02/06/2023

  Please provide model and serial number of the machine in question so we can investigate this situation.

  Thank you.

  Customer Answer

  Date: 02/06/2023

  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.
  
  [model dc5000we serial ***************
  Regards,
  
  *****************************

  Business Response

  Date: 02/06/2023

  Thank you for the response - however those are both part of the model number.  I need the actual serial number - which will be a 10 digit number, all numbers.  

  Thank you.

• Initial Complaint

  Date:01/16/2023

  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.

  Our SQ washer was purchased new over 6 years ago. The door lock has failed for the 4th time and now the machine is out of warranty (the first failure occurred after only 7 months of light use!). There is something inherently wrong with the machine that is causing the door lock to fail and none of the repair people have been able to correctly diagnose the problem. To me this sounds like the definition of a lemon where the item continually fails for the same reason, both in and out of warranty, and is never properly fixed. We have spoken to a number of people at SQ about this problem but, of course, no one ever wants to accept responsibility. Now we have been told that since the machine is out of warranty they can do nothing for us. When you spend this amount of money for a washer you expect quality and support when a recurring problem like this happens. We have received neither. As a side note, SQ always suggests that we must be repeatedly slamming the door shut resulting in the multiple failures. We are a retired couple with no children living at this residence. Since the first failure we have been ****** cautious in shutting the door in the hopes that this would not occur again. No such luck! It keeps happening no matter how gently we close the door. I am not certain why they do not want to admit it is a problem with their machine. No company's quality control is 100% perfect and they know this; the occasional 'lemon' should be expected and the problem rectified.

  Business Response

  Date: 01/18/2023

  This machine is 646 days out of warranty.  Unfortunately we cannot cover the parts or labor for this repair.

• Initial Complaint

  Date:01/05/2023

  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.

  A 2 month old washer from SpeedQueen malfunctioned and flooded my upstairs laundry room on 11/25/2022 (video evidence available of both the machine flooding and the damage to the flooring beneath the tile ). I have incurred MANY expenses as my husband suffers from seizures from mold so I have had to have the tile ripped out, replace the tile, purchase another washer and dryer for the mudroom while the laundry room is being tiled, and pay for someone to move the new washer and dryer upstairs when the project is finished. SpeedQueen told me to file an insurance claim which I can not do as I will be dropped from my insurance carrier of over 30 years as I had to two significant claims (also out of my control) this past year. My contact, ***************, has been completely unresponsive (I have email threads that show he has completely ignored all requests for contact). The only other number I have is the general customer service number and they have been completely unhelpful. Please help me, this is a large corporation shirking their responsibility for a faulty product.

  Business Response

  Date: 01/10/2023

  This case is being handled by multiple people within our organization.  We will make sure to connect them and come back to you with a solution via one of our open tickets with either the customer or the distributor.  Ticket numbers *******, *******, and 1244246.

   

  Please note that the manufacture's warranty does not cover consequential damages.  Find warranty bond attached.

   

  Customer Answer

  Date: 01/10/2023

  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.]
  
  Regards,
  
  ***************************

  Business Response

  Date: 01/18/2023

  Our Director of After Sales has sent the required forms to the folks at TriStates that need to be filled out, supporting documentation and photos, etc will need to be gathered and returned.  Please continue to work this case through your contact at TriStates.  

   

  Thank you