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:09/11/2022

  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 the washer in June of 2017. We purchased the higher end washer because it came with the 5 year warranty. After about 3 years it stopped working. We contacted customer service of ********************** so many times and each were on the phone more than 60 minutes. As you can see from the attached, to date, even after communicating with them for a year we still do not have a resolution. There are 2 contractors from the list they provided and all stated that the washer needs major repairs. We contacted other washer repair services in our area and they do not service speed queen washers. At first we were requesting a new washer but obviously we have had to purchase a new one and thus are now seeking a refund. We have 3 kids in middle and high school (at the time - now high school and college) and we both have full time jobs. We could not spend hours and hours on the phone with customer service. Hence the gaps in communication.

  Business Response

  Date: 09/12/2022

  Please provide the model and serial number of the machine in question.

   

  Thank you.

• Initial Complaint

  Date:08/29/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a speed queen washer and dryer 3 years ago because the reviews said they were very dependable and offered an incredible warranty. Our washer has worked great, but the dryer has been a nightmare. Just since May we have had the repair company out 7 times. They have replaced the heating element twice since May as well as the drum, and the bulk head assembly twice. Since May we have been without a dryer for over 35 days. That counts repairman scheduling time and part order time. This is inexcusable. Ive sent several messages to their customer service team and all they say is to have the repairman call a number to help fix it. I spoke with a terrible customer service person who says they do not replace or refund money for the products. So I guess their motto is to let the customer deal with their c*** product instead of doing the right thing and replacing it.

  Business Response

  Date: 08/31/2022

  Our team responded to the email inquiry sent in by the ******* to our contact center on Monday - this will continue to be worked via ticket 1133140.  Awaiting a response to our email to the ******* as of today.

   

  Thank you!

• Initial Complaint

  Date:08/26/2022

  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.

  The laundry machines are not working since 2weeks

  Business Response

  Date: 08/29/2022

  Our ************************* has responded with the following instruction:

  Customer is recommended to consult the local Speed Queen distributor, Laundry ******************** of *******, to arrange a mutually agreeable service appointment to have one of their technicians come out and service the Change Point reader.

   

  Thank you

• Initial Complaint

  Date:08/25/2022

  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.

  SPEED QUEEN, not the quality product or exceptional business practices its reputation implies. With a 5 yr. warranty, I thought the consumer was covered. Received 8/5/22 Brand new, **** ***********************************, carton sealed, Gas Dryer. Looked over, seemed satisfactory. Used first and only time 8/12/22, clasp inserting into dryer door not making proper contact, the bottom of dryer door warped outward, my mechanic saw spacing off at hinges, actually the right side panel attaching door to unit loose, therefore spacing off. Seems its missing screws or clips. Not plumb/square. Called ****, *********************, 8/16/22, easy one, manuf. defect. They need to resolve.8/16 spoke with *****, SQ, She had trouble finding tech to come out. I suggested one, they said okay. I asked SQ, since recent purchase under 30 days, implied warranty, can I get refund. She said Vendor needs to do that. Repairman a commodity, closest within a 200 mile range came out. 8/24/22, repairman reviewed issues. Clasp, sees it as normal, will improve. Warped, bowed door not flush with rest of door closure, normal, above area is HOLLOW. Loose panel with gap, acceptable unless gap is due to clip failure, no recall on that. It appears, screws, clips missing. No resolution or repairs to this unit. This is all normal, and seen worse. Falling on deaf ears, Brand New Item, $1500.00 cash, all acceptable to SQ, But highly unacceptable product to me and my pocketbook! RUDE AWAKENING to me, Shabby manufacturing, and defective merchandise is not part of this 5 yr. warranty or "IMPLIED WARRANTY" less than 30 days ago. I want a REFUND, not another acceptable replacement to SQ. This is a substandard product, and nothing but finger pointing is the solution.

  Business Response

  Date: 08/29/2022

  We have found your initial inquiry with ***** at our contact center.  We will reach out directly through ticket ******* to get this resolved.

  
  Thank you.

  Customer Answer

  Date: 09/06/2022

  [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:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to

   

  Happy to hear vendor has assigned a ticket #*******. But as of today 9/6/22, have not heard back from them to resolve this issue.

  It needs to be repaired screws or clips appear to be missing on

  Right top panel, it is loose and there is give there.  Also door is warped at bottom and does not close flush with unit.  There is give there.

  Need it repaired, door replaced, as unit is brand new. If not possible

  To correct, need new unit without an issue, or a full refund and take

  This one away.

   

   

  me. 
  
  Regards,
  
  *************************

  
  

  Customer Answer

  Date: 09/08/2022

  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 re Open this case #********, for as of 9/6/22,

  As i stated in my response on 9/6/22.

  
  

  I am Happy to hear vendor established a

  Ticket # *******, but as of 9/6/22 i have not heard back

  From vendor on how they intend to resolve 

  This issue.  It needs to be repaired, screws or

  Clips appear to be missing on right top panel.

  It is loose and there is give there.  Also door is

  Warped at bottom and does not close flush with

  Unit .  There is give there too.

  
  

  NEED IT:  REPAIRED, DOOR REPLACED, AS UNIT

  IS BRAND NEW.  IF NOT POSSIBLE TO CORRECT,

  NEED NEW UNIT WITHOUT AN ISSUE, OR A FULL

  REFUND AND TAKE THIS ONE AWAY.

  
  

  THIS IS MY ANSWER ON 9/6/22.  NOTHING

  HAS CHANGED OR BEEN RESOLVED, VENDOR

  HAS NOT CONTACTED ME AT ALL SO FAR ,

  UP TO TODAYS DATE OF 9/7/22.  I was happy,

  That BBB MADE CONTACT WITH ALLIANCE,

  SPEED QUEEN.  NOTHING HAS BEEN ACCOMPLISHED AS OF YET.

  
  

  REOPEN CASE ********, IMMEDIATELY. 

  
  

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

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

  Business Response

  Date: 09/08/2022

  Agent will be reaching out to this customer today.  Thank you for the update and feedback.

• Initial Complaint

  Date:08/25/2022

  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.

  The dryer keeps breaking down. We are on our third heating element (2 in the last 90 days) among other parts being replaced. Over the last 90 days we havent had a working dryer for over a month of it because we are either waiting for a repair man to come or the parts to come. This dryer is a lemon. They have replaced so much on it and it doesnt work. Every time I reach out to customer service they push it off to a service tech. That process doesnt work. I tried calling and after waiting for 30 minutes I got hung up on 2 minutes in. The person I spoke with told me they dont replace or refund money for products. They just repair them. Thats terrible customer service. We bought the ******************** because of the quality product the supposedly sell. Its supposed to have an incredible warranty. Not having a dryer for weeks at a time is a nightmare and cause so much trouble for people. Look at the reviews on the BBB link and you will see I am not the only one with this problem. Its not ok.

  Business Response

  Date: 08/29/2022

  Customer has sent correspondence in to our customer support team and this will be looked into and communication will be made directly with the customer via ticket *******.

   

  Thank you!

• Initial Complaint

  Date:07/20/2022

  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.

  I purchased a Speed Queen washer that has a 7 year warranty. The washer had the mother board replaced with in the 1st year. Recently the motor was replaced it now needs the bearings replaced. The service person in my area does not want to do the job, I have been in contact with speed queen for many months. I believe I have been calling them since February. In May 26th *********************************** said she was working on the case. I sent the original **** of sale to her. June 20th she wrote me a short note and said she was still working on the case. It is now July 20th and I have written them 3 times and I am getting no response. I bought the machine 03/21/2019 the warranty is suppose to be good for 7 years. I asked them to replace the machine if they can not find someone to fix it. I am now getting very frustrated. I have talked to many people about this and no one seems to be fixing the problem. They had given me a list of repair people to call and none of them will come to my area. I would like this resolved soon before the machine breaks down completely. Thank you I hope you can help ******************************************

  Business Response

  Date: 07/21/2022

  The Consumer Support Team will be offering resolution options very soon - due to the difficulty in finding a servicer to do the repairs.  This case will be followed by management and handled through ticket 1040056.  

   

  Thank you.

  Customer Answer

  Date: 07/21/2022

  [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:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will except the response as long as I hear from them in a timely manner and the machine gets fixed or replaced.  I will not be home for a week in August and have a major surgery coming ** in September. I do need a resolution very soon. They have had months to fix this problem I need this resolved before September 23rd. 

  Thank you
  Regards,
  
  ******************************************

  
  

  Business Response

  Date: 07/22/2022

  Settling with customer via ticket *******.  

  Customer Answer

  Date: 07/25/2022

  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 got a message via your site saying speed Queen is settling. I have not heard back from them since last week. I do not think I should take their settlement. They are offering half the amount for the washer and not replacing or fixing it, It still has 3 years on the warranty. Should I reject the offer?

  Thank you

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

  Business Response

  Date: 07/27/2022

  The reason the offer to buy back the machine was made was this machine was put into a geographical area where there is not a servicer to repair the machine.  We have updated the offer to the customer in ticket *******.  Due to future additions to the service network that came about recently we are able to make a new offer.  No further action will be taken here.

  Customer Answer

  Date: 07/28/2022

  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.
  
  

   I got a message saying that Speed Queen updated their offer. I have heard nothing from them. I do not  know how to respond to what they said. They also stated no further action will be taken. This machine was bought in Rock County so they should not sell it there if they have no one that will fix it. I am very confused about what they wrote. May I call you?

   Thank you 

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

  Customer Answer

  Date: 07/29/2022

  I talked with Speed Queen and they are sending a new machine. I went to **** that I accepted the offer and it said I rejected the offer. I did not reject the offer. And I did not **** it that way. I do not know how that happened. I was waiting to hear back from you before I marked it. Then they called and told me what they were doing. So like I said I did not reject it and do not know how it  got marked that way. I accept the offer.

  Thank you