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:12/19/2022

  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.

  Purchased a washer 12/2021 from an authorized speed queen retailer. I never claimed to be a business or commercial property. I verified the warranty was good and thats the only reason I actually went with speed queen. 10/2022 washer broke. I contacted support and they were nothing but rude and argumentative. They told me they cant cover it because its commercial and they would see what they could do and that they would try to get an approval to have the parts sent right to me so I can pay to have someone put them on. I got an email from a speed queen parts distributor/technician asking what parts I needed and I told him. I never got a call or email after that. Its been two months and I have a broken speed queen that gave out at 10 months old. Why allow that washer to be sold to me a consumer without it being a commercial property I never was informed I had to be a business. Why claim youre going to help me and even have someone contact me asking for the part number for the part I need just to ignore me for months. The original person I spoke to was ***** that was nothing short of rude and he did say he would contact someone(*****)to have her approval so I can get the parts I need paid for by speed queen. and today the man that answered the phone argued with me about my use of words and was more concerned with being right than helping me and listening to me as he did nothing but prove he didnt not hear me when I gave my side. After arguing with me all morning he told me well I cant help anyway because I work on the residential side. So why did you argue with me all morning why not immediately reach out to commercial to help me. I have given them two months to get/ send parts for a ten month old **** dollar washer that I still have to pay someone to work on and they didnt. They take no responsibility for their product and wont stand behind it. YOU AUTHORIZED APPLIANCE CONNECTION TO SELL THAT WASHER TO ME WITH THE WARRANTY!!

  Business Response

  Date: 12/20/2022

  This is a commercial machine - if there is a discrepancy regarding the application of this machine the customer should go back to the retailer that sold this machine to them.  Our retailers sell both residential and commercial machines.  

  
  Thank you

  Customer Answer

  Date: 12/20/2022

  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,
  
  *****************************************

  This is a retailer speed queen has authorized to sell their machines. It is your responsibility to ensure that your retailers follow proper protocol not mine. I bought it from them because they were an authorized retailer and was told by the company that you allow to sell your products that it comes with a  speed queen warranty. I was also told  from speed queen that I was simply waiting on approval for speed queen to have someone send me the parts I need as the washer comes with a parts warranty so regardless if the machine comes with a one year parts warranty I should be sent the parts from whoever would send them to a business or reimbursed the same way. The customer service lacks tremendously with this company as you can see from their response to me and others.  this washer that they made breaking ten months in and denying supplying, paying for or reimbursing me for any parts is unacceptable. I called in October and after your customer service reps were nothing but rude told me they would be getting an approval to get me the parts and never reached back out and thats acceptable? Shouldnt I have been given the courtesy of a call or email. I was instead contacted by a company asking me what parts were needed and when I let them know they also never reached back out to tell me anything. If you produce a product that fails you should back it no matter what especially if you give  another company permission to sell said product its not the customers responsibility to make sure they are following your protocol as to not sell a general consumer/residence a product with claim of a warranty coming with the washer a commercial only unit. It should be made clear by speed queen and their authorized retailers that the warranty is void if a commercial washer is placed in a residence. I was never told that and the screenshot I have from when I bought it says nothing about that. If a washer is made by you and breaks ten months in any reputable company would certainly back their product up and provide a part to the customer so they can fix their washer. No attempt to resolve this has been made.

  Business Response

  Date: 12/23/2022

  Customer has a couple of options here:

  1. Follow the commercial warranty and let MCH repair the machine with the parts they ordered.  Parts would be covered under warranty, but labor would not be.

  2. Reach out to the retailer they purchased from and seek resolution through them for selling a commercial machine to a residential setting.

   

  Thank you

• Initial Complaint

  Date:12/16/2022

  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.

  Here is detailed account of events I'm sending to speed queen.Good afternoon, Im writing to explain my frustration with a ONE MONTH OLD washing machine. The details:1. Installed on November 11, 2022. I ordered this washer dryer combo item over 6 months ago, to be installed in my home on November 11. The ones I originally ordered were not available, so I settled for the white ones in place of stainless steel. I ordered my items from *********************** ************ in ******* **. My sales person was ******. I ordered so long ago due to the lead times of everything. However your return policy is flawed due to your lead times and specifications on timelines. 2. Started using the washer on November 14, 2022 on move-in day for my new custom home. First time use, the washer expelled water all over my floor. Thinking this may be a poor connection, I searched and ensured it was not connected incorrectly, and finally figured out the water was coming from the soap dispenser. D 3. November 16, ****** ************ the repair man came out and replaced a part for water pressure into the unit itself. These seemed to fix the problem. 4. December 8, the error code presented on the washer, could not get the loud alarm/noise from the washer to stop (which was full of water) so we turned the breaker off and let the machine reset, all seemed to work fine.5. December 9, flooding from the soap area again all over the floor and had to shut down the unit again, so It didnt flood the laundry room further. Restarted unit again, no flooding this time. And yes made sure the soap area was closed securely. 6. December 12, repeat of December 9.7. December 16, repeat of December 9 and 12, and now an error code ER ** that will not stop with breaker reset and unplugging for over an hour. Now, remember I have had this unit in my home for just barely 30 days. VERY DISAPPOINTED. I am requesting a refund to Supplier so I may choose a different unit.

  Business Response

  Date: 12/20/2022

  Our escalation representative will be reaching out to customer directly via their correspondence with our support team in ticket #*******.  

• Initial Complaint

  Date:12/07/2022

  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 set of Speed Queen washer and dryer the end of October 2022 from **************** in ********* ** after hurricane *** killed our dryer. We purchased the units with the understanding that a 10 year manufacturer warranty was available. This was the first problem as Speed Queen then told us that 7 years is all they provide the warranty for. Within 5-6 weeks the washer stopped working. We then contacted Speed queen via their web page to file a claim. After 3 days with no answer we called Speed queen where we were waited for over an hour for someone to answer. The lady told us a ticket was created and that the first available technician would contact us within ***** hrs. The was Monday afternoon. It is Wednesday evening. No call. I did receive an email from Speed queen that I could contact a service provider and a list was provided. These same providers referred us back to Speed queen with the option to pay $150 service call fee. We spent over $2700 on a brand new set of appliances and were told these have both parts and labor warranties for the duration. Why are we being ignored? With 4 kids the laundry is stacking up and using a laundry mat is extremely inconvenient. I want this repaired asap.

  Business Response

  Date: 12/12/2022

  This case is being handled with one of our reps at the Consumer Support Contact Center.  Ticket number 1216552.  This rep has been alerted and been given instruction to respond to this customer as quickly as possible to assist in getting the machine/s service.  Customer can expect a response from the ticket in the next 24 hours.

   

  Thank you

• Initial Complaint

  Date:11/30/2022

  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 and dryer in 2018. Since then, each machine has had at least 3 repairs. The machines have a 7 year warranty. On November 3rd, 2022, our washing machine broke and the authorized repair company suggested a new machine because the repair is too costly. After having to call Speed Queen many times, they approved the replacement. Since then, they said the distributor is our contact but Speed Queen has not given us the distributor's information. We email and call Speed Queen for updates and they are ignored. They will not give us a timeline of when we will be receiving the replacement. We are left to spend money and precious time to wash our clothes at a laundromat. The lack of communication, respect and care has been surprising as well as the amount of times both our expensive machines have broken. If they honor their warranty, this process should not take this long considering it's not a luxury item. Also, ignoring our emails and leaving us on hold for over 10 minutes shows that they lack respect and decency when dealing with the public, especially since it's their products causing the problems. Not only do we expect communication, we would like a working washing machine.

  Business Response

  Date: 12/02/2022

  Speed Queen has authorized the exchange of this machine.  However, the retailer that the machine was purchased from is no longer in business so we have asked that another retailer step in and help resolve this case.  Due to the fact that they did not sell the machine originally, this can sometimes take a bit longer.  Keep in mind that our warranty is a parts and labor - repair warranty, not replacement.  So this process is not something our retailers are familiar with, so the logistics of this transaction do tend to take a bit longer.  

   

  All authorizations and permission to exchange this machine have been sent to the appropriate people.

   

  Thank you

  Customer Answer

  Date: 12/04/2022

  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.]  I am typing this as I am about to go to the Laundromat for the third time this week.  Your warranty covers parts and labor, however, your authorized repair company suggested that a replacement is warranted because parts and labor would be too expensive, so a replacement is in your best interest.  When you say this "takes a bit longer" what does that mean?  What is your expectation for a reasonable timeline for a large family to wait without a washing machine?  If the machine is in stock, then what is taking "a bit longer"?  The machine broke 11/3, Washer Serviced 11/8, Replacement Authorized 11/11.  It is now December and we still don't have a machine and you have completely stopped communicating with us.  We have no information on a timeline and we are spending over $100/week and hours of our time to do our laundry .   
  
  Regards,
  
  *****************

  Business Response

  Date: 12/05/2022

  Speed Queen has sent all authorizations to the distributor.  We cannot push this any faster.  If the customer wants to reach out to the retailer, they can work with them on a timeline.  Or the customer can continue to reach out to our customer support team for updates via ticket 1192146.

   

  Thank you

  Customer Answer

  Date: 12/06/2022

  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.]

  Through no fault of our own, our original retailer, ********************* (********************************************* **  *****) went out of business.  We are relying on Speed Queen to provide us a new point of contact so we can check the status of our new washing machine and that our warranty can be honored.  Please give us the name, number and point of contact of the Distributor and the name, number and point of contact of a local retailer so that we track the progress.  To your second point, we have emailed asking for updates on 11/18/22, 11/21/22, 11/28/22, 11/29/22 and 11/30/22 in which we received no response to our requests.  We have also called multiple times at which we were given either no information or put on hold for over 10 minutes.  We just need a working washing machine.  We have been inconvenienced wasting our time and our money  - for weeks - because you won't honor your warranty and replace our broken machine in a fair and reasonable time and without excessive delays.
  Regards,
  
  *****************

• Initial Complaint

  Date:11/22/2022

  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.

  Purchased a new speed queen dryer in July of 2020. ***** had worked fine but had a weird squeaking sound when it would start up for the first time each day. Sound goes away once dryer is warm. Had a serviceman come out. He replaced all the rollers. Squeak persists. Life is busy, and we assumed the squeak wasnt problematic. Then in October 2022 the belt snaps and the dryer is unusable. Repairman comes out, fixes dryer. Squeak persists. This time we realize the squeak is in fact problematic as a belt should not snap after only 2 years of normal use. Repairman comes out 2 more times and is unable to pinpoint what is causing the squeaking. All the time I am in contact with ****** at Alliance (speed queen). Shes telling me that once I have the repairman come out for the 3rd time, she then can escalate the issue to see about having the machine replaced. After the 3rd visit from the serviceman, he stated in his paperwork that he is unable to pinpoint the squeak but that is in fact still squeaking when the machine stars up before its warm. ****** responds to this by saying that the repairman didnt find any squeak at all and that I can get a second opinion if I want. I am so incredibly frustrated with having to have a repairman in my house 4 times for a speed queen dryer! My prior cheap dryer ran flawlessly for 18 years. Now ****** at speed queen is trying to pretend that my dryer doesnt have an issue even though I have the paperwork from the repairman. Clearly my dryer is not working properly and because its not able to be fixed, according to speed queen, it should be replaced. Yet here I am being given the run around. Speed queen should understand that keeping a current customer happy is far more valuable than the cost to replace a faulty dryer. I have met at the requirements for a replacement.

  Business Response

  Date: 11/28/2022

  This case is being handled in ticket number ******* by our Consumer Support Team.  They are handling according to the warranty bond.  As recent as Wednesday there was a diagnosis of a broken belt - the warranty will cover that repair.  If that does not remedy the noise being heard, we will need that servicer to call in and speak to our technical support team.  We would recommend them doing a techvue session (similar to facetime) to actually see what the servicer is looking at in real time.  

   

  Please continue to communicate via ticket *******.

  Thank you

  Customer Answer

  Date: 12/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I have not been contacted by speed queen. I have in fact had my dryer looked at by the serviceman who also spoke with speed queen support on the phone. He was unable to pinpoint what is causing the squeaking belt noise, as noted in his paperwork. At this point speed queen is simply avoiding taking care of my dryer. 
  
  [Please type your response here.]
  
  Regards,
  
  ***********************

  Business Response

  Date: 12/07/2022

  If your machine is not operating as designed, then a technician needs to come out to the machine and call in to our technical support team while in front of the machine.   We would recommend them doing a techvue session (similar to facetime) to actually see what the servicer is looking at in real time.  Servicer listings can be found here: https://speedqueen.com/support/find-service/  and the number to reach the tech support team is ************.

   

  Thank you.

  Customer Answer

  Date: 12/09/2022

  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 not sure how many different ways I can say this. I have already had a technician come out THREE times for this issue. He HAS called the support line and been on the phone with them while looking at my machine, every single time. They told him to use a stethoscope to figure out where the squeak was coming from. He went a got a stethoscope and he was unable to find what is causing the squeaking. All of this is documented yet you keep asking me to have a technician come out. Ive done exactly what you have asked. Please do the honorable thing and replace my machine that is unable to be repaired.
  
  Regards,
  
  ***********************

  Business Response

  Date: 12/15/2022

  This situation is being handled in ticket number *******.  All correspondence should go there.  The ticket has recently been sent to our internal experts with the video attached for review.  Recommendation and response will come in ticket *******

  Customer Answer

  Date: 12/19/2022

  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.
  
  Once again, speed queen is continuing to ignore the fact that i have had my machine repaired multiple times and the problem still exists. They are trying to send out ANOTHER repairman to replace the rollers that have already been replaced. I see now that they are simply wasting my time until my machine is outside of the warranty period and then I wont be able to have anything taken care of. Speed queen does not deserve the reputation they have. Im so upset I didnt read BBB complaints before buying a speed queen. They are dishonest and do not honor their own warranty. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 12/20/2022

  Our warranty is a service contract.  There is no provision for exchange or refund.  There may be extenuating circumstances that push situations outside of what the warranty bond states, in very rare cases.  However, in those cases we also have very strict policies we must follow.  This case (ticket *******) is being handled in accordance to our company policies.  

  Thank you

  Customer Answer

  Date: 12/21/2022

  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.
  
  What happens when my machine is not properly repaired, because it clearly cant be, and the belt breaks again but this time Im outside of my warranty? Will speed queen cover the repair since its from an existing issue that couldnt be fixed? Or will I be left with a faulty machine and no warranty? 
  
  Regards,
  
  ***********************

  Business Response

  Date: 12/23/2022

  If you need a copy of the warranty bond for the machine please reach out to the Consumer Support Team.  ******** has sent the facts around our warranty policy via ticket number 1181773.  Should you have further questions, please respond to her there.

  Customer Answer

  Date: 12/28/2022

  [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:
  
  Speed queen is giving me no option other than to continue to have my machine repaired despite it already being repaired multiple times. The problem is not resolved. I have no other choice but to continue jumping through their hoops until my warranty runs out and Im left with a faulty machine. Buyers beware! Speed queen will run you thru the ringer. 
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:11/18/2022

  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.

  This company entered into an agreement with my wife and I and we are still waiting for the replacement to take place. I also would like to say if you cannot service the appliances under warranty in the area in which the appliances are being sold then; you should stop the vendors in my area from selling the products. This has been going on since 8/1/2022. We have been inconvenienced enough. First the company tried to negotiate the warranty on a manufacturer defect of the machine by offering us half of what it will cost to replace the wash machine.They could not get anyone to come out to repair the machine. Finally, they agree to replace the machine and cover all the expenses to do so, and we are still waiting. DO NOT PURCHASE A SPEED QUEEN PRODUCT. This is only half of the emails back and forth I can provide you with the other half if you wish.The company warranty does not mean much if they do not want to pay or get someone to repair the item.

  Business Response

  Date: 11/21/2022

  This case is being handled by our Escalation Rep as well as our Manager of Consumer Experience in ticket 1112561.  It has been explained to ******************* that due to the fact this machine was purchase online and there is not a local retialer that this could take some time.  We will continue to follow this through and our Escalation Rep is handling according to protocol.

  
  Thank you.

  Customer Answer

  Date: 11/21/2022

  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.
  There are at least 4 retailers in my living area. I also suggested to speed queen that I can get a complete delivered set up, and haul away quote from a retailer and speed queen [ Alliance Laundry Systems] can reimburse me with a wire transfer to my account leaving them out of the position for replacement but, never received an This is what I received from Alliance Laundry Systems, first they agree to replace the machine and they only want to offer half for the machine. If they offered half and agreed to replace the machine, they should be able to write a check for the full replacement. They are stalling me since I made the claim in 8/2/2022. The warranty does not specify a partial payment.I can provide you with a copy of the warranty if you wish. 

  
  

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

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

  . 
  
  Un
  Regards,
  
  *************************

  Business Response

  Date: 11/21/2022

  The offer that the escalation rep made was an exchange OR a prorated refund - there is no offer for a full monetary refund.  Please continue to work through this directly with the representative as it is being handled per protocol.  

  There are certain stipulations we must follow - in order to stay in compliance with our retailers.  We cannot ask a different retailer to handle the exchange of a machine purchased from a completely different retailer.  

  Customer Answer

  Date: 11/22/2022

  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.
  
  sorry to send this separately to you but, I could not agree and respond to the company statement. We have been without a fully functional machine since 8/2/2022.

  If you glance at the offer in the settlement, there is no stipulated date that this company will move or complete the process of replacement. It is quite vague in the

  statement of settlement. We agree to the replacement but when will this occur is our concern. That is why I offered to be fully reimbursed and we would deal 

  directly with a vendor for replacement. The statement made Alliance has to be careful not to include the original party of purchase would be eliminated if Alliance

  would reimburse us in full. We need something clear as to when we can receive this replacement so, we may move forward with the replacement. We do not feel

  this is asking too much seeing it has been almost 3 months. 

  
  

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

  Business Response

  Date: 11/28/2022

  As per the communication from our Consumer Support Rep - there will not be an amendment to his offer.  If you are unwilling to accept this offer, we will close this case. (1112561)  The release form will not be amended as this outlines the issue as well as the solution.  Please continue to work this case with our consumer support team directly on ticket 1112561.

   

  Thank you

  Customer Answer

  Date: 11/29/2022

  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 appreciate the offer which we can accept but, there is not a time specified when all this may take place. Please clarify a reasonable time for we have been waiting 3 months with a down machine.

  Thank you

  ****

   

  I may be having surgery coming up soon. I do not know when and may be limted to responding.

  
  

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

  Business Response

  Date: 11/29/2022

  I have updated ***** from our escalation team here and he is going to try to work with our sales team as well as your online retailer to see how quickly they can react.  Unfortunately we cannot control the logistics of this transaction.  But I would advise continuing your conversations with ***** through your ticket/email so that he can continue to work the case.

  Thank you

• Initial Complaint

  Date:11/18/2022

  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 new SpeedQueen washer/dryer. Professionally installed and serviced. Three fires in dryer and now finding out that our venting system for dryer is inadequate. Reached out to speedqueen, after 3 plus weeks of waiting, they respond with "venting system inadequate". Not once in the last 5 years of owning these have we been told to change venting system. We feel that the authorized dealer, authorized servicer and the manufacturer are partially to blame. We the purchaser are willing to accept part and only ask to have dryer repaired or to be reimbursed for part of cost so we can replace our dryer.

  Business Response

  Date: 11/21/2022

  This case was handled by our Director of After Sales and Quality as well as our **************** Manager in ticket number ******* where they clearly stated that Proper venting of a dryer is critical for safety and efficiency.  Our Installation/Use and Care manuals explain in detail what is required for proper venting, operation and usage.  The property owner, servicer and installer should all be made aware of this important information before, during and after any further repair or usage attempts.  Alliance Laundry Systems requires adherence to our manuals, and it is the duty and responsibility of the installation team, servicer and property owner to ensure the product is properly vented in accordance with our manuals.  

   

  Thank you.

  Customer Answer

  Date: 11/21/2022

  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: 11/22/2022

  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 do not agree with the response from the business. The authorized dealer and authorized service provider are acting on behalf of Alliance/SpeedQueen. Is there no training or supervision given to companies that do business under the name speedqueen? 

  
  

  We had the washer  and dryer Professionally installed, and through out the warranty time we had it professionally serviced. At no point did anyone representing Alliance/SpeedQueen mention the venting system even after the previous two fires! Less than three weeks AFTER warranty expires, we have another fire. Now being told about venting system.That is shady on many levels and poor customer service. The dealer said nothing about venting when they took our $2000 for washer and dryer. The service company said nothing when they made multiple service calls during the warranty time. 

  Now the manufacturer wants to say that they have done everything correctly? We did not ask for full replacement only for some help in repairing or replacing dryer. I do not believe that the fault of the dryer fires falls on the consumer 100%. 

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

  Business Response

  Date: 11/28/2022

  This case has been reviewed by our Manager of Consumer ******** **************** Manager, as well as the Director of After Sales and Quality:

  Proper venting of a dryer is critical for safety and efficiency.  Our Installation/Use and Care manuals explain in detail what is required for proper venting, operation and usage.  The property owner, servicer and installer should all be made aware of this important information before, during and after any further repair or usage attempts.  Alliance Laundry Systems requires adherence to our manuals, and it is the duty and responsibility of the installation team, servicer and property owner to ensure the product is properly vented in accordance with our manuals.  
  

  Thank you

  Customer Answer

  Date: 11/28/2022

  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: 12/02/2022

  Speed Queen will not be taking further action on this case - 

  Proper venting of a dryer is critical for safety and efficiency.  Our Installation/Use and Care manuals explain in detail what is required for proper venting, operation and usage.  The property owner, servicer and installer should all be made aware of this important information before, during and after any further repair or usage attempts.  Alliance Laundry Systems requires adherence to our manuals, and it is the duty and responsibility of the installation team, servicer and property owner to ensure the product is properly vented in accordance with our manuals.  

• Initial Complaint

  Date:11/07/2022

  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 8-31-19 My wife and I went to ****************** Located at ****************************************************************** ************** in search of a new washer and dryer. We had done some pretty extensive research both online and word of mouth from friends and family. We knew that Speed Queen had some issues in the past but had learned they had revised their equipment to reflect older more reliable configurations. We also were informed by ************ salesman that they are standing behind their product with a new 10-year warranty.I liked the idea of not having to worry about our Washer and Dryer for the next 10 years.So, we purchased a brand-new Speed Queen Washer Model Number AWN632SP116TW01 Product Code TC5000WN Serial Number ********************************* Dryer Model Number ADE4BRGS176TW01 Product Code DC5000WE Serial Number ********** For a Grand total of $1963.45 with a Delivery Date of 9-3-19. They came and was installed as Promised. I know there are several visits that ******** had to come to our house and work on both appliances and I contacted *** to get exact records, but he said, and I Quote "*****, about a year ago Speed Queen updated their system, so the only other service we have showing on our end is from 4-22-22. The most resent service is where things happened to prompt this complaint.On 9-5-22 I called Wisemans as our washing machine was acting up the wash rinse button was blinking 2 blinks. This had been an intermediated problem for about 2 weeks and had progressively gotten worse. Wisemans showed up and replaced the controls vale and pressure switch for the water overflow error. The repair with labor cost $504.90.Which Speed Queen is denying that I have a 10-year warranty. They are saying I only have a 3-year warranty because I did not Put a Code on my registration card as required. All the documentation I received says registration is encourage not required. I bought appliances with a 10-year warranty, and I would not leave Wisemans with anything required to get it.

  Business Response

  Date: 11/10/2022

  Below is the criteria at the time of the 10 year warranty promotion from 3 years ago.  

   

  1. Consumer must purchase a Speed Queen washer, dryer and/or stack washer/dryer from July 15 through December 31, 2019. New units only and must be purchased from an authorized Speed Queen dealer (***)
  2. Consumer must take delivery no later than December 31, 2019
  3. Consumer MUST register the unit(s) for warranty within 60 days of purchase at SpeedQueen.com. Late submissions will only receive the standard warranty of 3, 5 or 7 years
  4. When registering, consumer MUST include the special promotion code sq10years (one word)

   

  We did offer to help this customer with the last service that they were billed for, but we haven't received any documentation (paid invoice) from the customer.  If they still wish for us to look at this and consider any support with the invoice they can email our support team at *********************************** and reference ticket number 1154565.

   

  Thank you

  Customer Answer

  Date: 11/10/2022

  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.
  
  Today Is the 1st time I have ever seen the requirements of securing the 10 year Warranty.

  as stated below

  Below is the criteria at the time of the 10 year warranty promotion from 3 years ago.  
  
  1. Consumer must purchase a Speed Queen washer, dryer and/or stack washer/dryer from July 15 through December 31, 2019. New units only and must be purchased from an authorized Speed Queen dealer (***)
  2. Consumer must take delivery no later than December 31, 2019

  Completion of Item #1 and #2 were satisfied in the manner in which the criteria dictates. 

  The next two Items #3 and Item #4 were never mentioned in conversation as a requirement. The Items were not posted in the store.  I never received any documentation disclosing any requirements of the like.

  There was never any mention of the requirements to me until after the most resent service.

  
  3. Consumer MUST register the unit(s) for warranty within 60 days of purchase at SpeedQueen.com. Late submissions will only receive the standard warranty of 3, 5 or 7 years
  4. When registering, consumer MUST include the special promotion code sq10years (one word)
  

   I am looking for the answer of yes we will honor your 10 year warranty.
  
  Regards,
  
  ***********************

  Business Response

  Date: 11/14/2022

  Speed Queen does not sell product direct.  The instructions were provided to the retailer - who would be responsible for informing their customer.  Our team's offer to consider the repair invoice for at least partial reimbursement is still being offered.  Ticket ******* Our rep ***** emailed on November 8th requesting a copy of the receipt.

  
  Thank you.

  Customer Answer

  Date: 11/25/2022

  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 included and I have more documentation most of which was downloaded and documented as such on speed queens web site. Every saved document download that was saved on manufacturer website everthing available was downloaded. Which was downloaded on 09-03-2019 and none of the documentation references anything about required registration. I am being told by both the manufacturer and the seller that each should have notified me of the 10 year warranty that I paid for and that both the warrantor and the seller both acknowledge was going on at the time of purchase.  If anything was required like registering or using a special code or anything of the like it should have been clearly disclosed in this documentation. This is a requirement per the Federal Trade Commotion I would include this as part of the complaint but at this point I may have to seek a higher authority to fully show the frustration that I am getting to at this point. It was my understanding at the time of purchase that speed queen was to stand behind there product and to do the right thing for the right reasons.  

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

  Business Response

  Date: 11/28/2022

  Attached was the messaging to the retailers - we cannot make any changes to the warranty.

   

  Thank you

  Customer Answer

  Date: 11/30/2022

  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.
  
  

  According to the ************************ the warrant-or  is responsible for disclosing t he terms and conditions.
  

  Not the seller. They have some responsibility but ultimately it falls on speed queen it should  have been disclosed in more than one location and enclosed in my electronic documentation

  which it was not.

  I will not stop until there is a resolution that meets my expectations.

   

  Speed queen needs to own up to there mistake as they are the one that offered the warranty. I have attached your companies code of conduct with this to remind you of the companies stance on integrity and ethics.
  

   
  

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

  Business Response

  Date: 12/02/2022

  Speed Queen will not be taking further action here.  The terms were not met at the time of purchase.

  Customer Answer

  Date: 12/12/2022

  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 Terms were not Disclosed before , at the time of purchase or the delivery of Purchased Items.

  They were only Disclosed after the registration period had elapsed.

  That is the whole basis of this complaint. 

  The documentation on the Speed Queen web Site That was downloaded Shortly after Purchase Does not contain anything about the terms that I am being told I did not complete

  And That is what I was told were all the info would be.

  I maintain I still have a 10 Year warranty.

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

  Business Response

  Date: 12/15/2022

  This warranty can not be adjusted - no additional action can be taken by Alliance Laundry Systems.

• Initial Complaint

  Date:11/03/2022

  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 received my Speed Queen (SQ) top load washing machine on Oct 20th, my very first load we got an error "ER UB", which is an error unbalanced load. Model # AWNE9RSN116TW01 Serial # **********. We used smaller loads and would still get the error on every load of laundry. I immediately emailed my retailer and they sent a tech out to repair the machine. The tech called SQ and tried fixing springs. That didn't work, the tech also noted that once he took the front cover off he could see the machine was offset to the right. Once the springs didn't work the tech called SQ back to see the next step. The tech then told me that they didn't have the part, and it would be an extensive 3-4 repair job. The machine has some sort of catastrophic failure or manufacturing defect from the factory. I have been in contact with my dealer, and SQ directly. SQ will not exchange the unit, and I have said that there is a major issue with this machine, I could accept the fact the springs needed replaced or the panel has an error and needs replaced, but I will not accept that a catastrophic failure upon delivery doesn't warrant an exchange. From what SQ has told me, I have exhausted my avenues with them, someone in customer service took it to a director and the director will not approve an exchange.

  Business Response

  Date: 11/04/2022

  This case was handled in ticket number 1185445.  Everything the rep communicated is true and according to policy.  We will need **************** to follow through with the repair suggested by our technical support team.

   

  A copy of our warranty bond is attached.

  Thank you

  Customer Answer

  Date: 11/04/2022

  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 
  
  there is a catastrophic failure of the product. I will not accept a rebuilt machine when this machine is brand new. 
  Regards,
  
  ***********************

  Business Response

  Date: 11/10/2022

  Speed Queen's warranty is a Service Warranty - this machine will need to be repaired as per the warranty bond as previously stated.

  Customer Answer

  Date: 11/14/2022

  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.
  
  Speed Queen refused to correct the problem with me, fortunately my dealer and distributor were able to work it out and are resolving my issue properly.
  Regards,
  
  ***********************

  Business Response

  Date: 11/16/2022

  Warranty and Policy were followed.  No further action.

  Thank you

• Initial Complaint

  Date:09/23/2022

  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 my washer and dryer January 22 2022 my dryer started to rust out ,inside and corrode inside The Lower door above the lint trap and rust on the lint trap and around it I also took pictures of the inside drum ,it looks 10 years old with pings and dents all over ,speed queen would hardly get back to me , I had to keep pushing and are now they are going to repair it , which is going to be a lot of parts, and labor , which I paid over **** dollars for it to last less then 6 months with a five year warranty for parts and labor ,but 6 months old !!!! I have pictures that make the inside look ********************************************************* a new dryer when its clearly not my fault , and acted irritated with my calls

  Business Response

  Date: 09/26/2022

  *** Speed Queen warranty is for parts and labor for any manufactured defects, there is no provision for machine exchanges or refunds.  *** service provider should call in to our technical support team while at the machine for help properly diagnosing and repairing the machine - ************.

   

  Thank you.

  Customer Answer

  Date: 09/26/2022

  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.
  It may not replace the machine but it must have been broke when I received and only noticed  a few moths ago when this all started ,its been very frustrating , and down right bad business ,most people should not put up with this kinda of business , you should want to make your customers happy ,I dont even want this expensive machine , Ive never had a dryer this cheap ,bought it thinking I was going to have it forever,  thinking the brand was going to do well for me since I only do laundry one maybe twice a week and small loads since I live alone , I also and not a young person and have many dryers in my lifetime and this is no exaggeration on how cheap this dryer was made and sold for over **** dollars ,wow ,wow 

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

  Business Response

  Date: 09/27/2022

  Alliance Laundry Systems has certain policies and protocols in place that must be followed.  We will need a servicer to come out to the machine and call in to our technical support team while in front of the machine.  ************.