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

  PO Box 990 Ripon, WI 54971-0990

• 

  Speed Queen

  318 Vermont St Ripon, WI 54971

• 

  Speed Queen

  341 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:07/24/2024

  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 new TR7 And DR7 on Saturday by Monday evening the dryer broke and won't power on. They won't replace it but have you wait 10 days before a repair company can even come look at it. Worst customer service ever.

  Business Response

  Date: 07/25/2024

  Thank you for your feedback.  The Leadership Team from the ********************** will thoroughly review your case and get in touch with you directly.  If you don't hear from someone in the next 3-5 business days, please respond here.

  Thank you

• Initial Complaint

  Date:07/17/2024

  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 brand new Speed Queen washer and dryer 6 months ago. About a week after it was installed we got a B5 error. The company that sold us the washer replaced the board. Now it has happened again all within 6 months. The washer is not useable with this error. I contacted Speed Queen who said they would send a servicer out. Two days later I get an e-mail from them saying that the servicer will not come out and they give me the names of two other servicers over a hour away to try. Neither of those will come out. Now I have to hire a company to come out access the issue, then I have to order the part from Speed Queen, have it delivered (they do not deliver over night), pay the company to come back out and install the part. I will be without the washer for a least 3 weeks. This washer has a 7 year warranty that is absolutely no good if I can't get anyone to service it. I am extremely disappointed in the customer service. They are just rude on the phone.

  Business Response

  Date: 07/23/2024

  Thank you for your feedback.  The Customer Support Leadership Team will thoroughly review your case and respond to you directly.  Please respond here if you do not hear from someone within 3-5 business days.

   

  Thank you

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a VERY frustrating time dealing with Speed Queen ***************** My washing machine leaked on 6/20/24 due to faulty parts (important to note that laundry room is on second floor so this caused leak through my ceiling). After speaking to customer service and determining my machine was still under warranty, they sent out a technician over a week later on 7/1/24. The technician determined that the machine required many parts that were faulty/not working and that Speed Queen would be in touch, likely to discuss replacement. I did not hear anything for yet another week. On 7/8/24, I had a very frustrating conversation with a representative at SQ who was very rude. I asked to speak to a supervisor and was told that their company DOES NOT ALLOW customers to speak to supervisors. This is absolutely absurd. Later that day, I received an email asking for proof of purchase to move forward. I provided proof of purchase on 7/9/24 and asked when I would receive reimbursement. They emailed saying I would not be reimbursed but would receive an exchange so please confirm I still wanted one. We are a family of 5 without a washing machine for two weeks at this point. I confirmed I do. They stated on 7/15 that they will only exchange the machine with a new one that will carry the remainder of my machine's warranty OR reimburse me $300 bc that is the prorated amount of the warranty. They also stated that they don't know how long it will be before an exchange is delivered and to not contact asking. At this point, I have spent FAR MORE than that amount paying to do laundry elsewhere. I would expect for a company that boasts an amazingly reliable machine and warranty that they would stand by their product and AT LEAST reimburse me for the amount I spent on the machine so I can buy a new one. They have been impossible to deal with, contact to get questions answered, and have been incredibly rude over the phone. I was a loyal SQ customer and do not feel this way anymore.

  Business Response

  Date: 07/16/2024

  Thank you for your feedback.  The leadership team from the ********************** will thoroughly review this case and reach out to you directly.  IF you do not hear from someone in the next 3-5 business days please respond here.

  Thank you

• Initial Complaint

  Date:07/03/2024

  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.

  "Buy it for life". Not even close. I purchased a brand new TC5 washer and the dryer of the same series. Within 2 months the washer started making a grinding noise. We reached out to support and they sent out a repair guy who replaced the water pump with a used pump. He was there 6 hours and needed my help to take out a bolt. They sent out another tech who replaced a belt. It took him less time, but I still had to take time off work to be there. That didn't work. Then they sent out a different vendor to diagnose. He came and left, and a week later told me they decided to continue to fix the washer. They ordered the transmission and a bunch of other parts for this "major repair". It'll be another week at least before we get this brand new "buy it for life" model repaired. We had better luck with our ** models and at this point we're disappointed we bought this lemon. Serial **********. I have been in contact with support, but they are unwilling to replace this unit. Buyer beware.

  Business Response

  Date: 07/05/2024

  Thank you for your feedback.  The leadership team from the ********************** will thoroughly investigate your situation and respond to you directly.  If you do not hear from anyone in the next 3-5 business days please respond here.

  Thank you

  Customer Answer

  Date: 07/15/2024

  [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.   While no one ever reached out to me from Alliance, I did get a call from Southeast Steel and a replacement unit was just installed.   Thank you.  
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:07/02/2024

  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.

  Purchases this dryer 10/22/23 less than a year ago. I have had this dryer service 3 times and 5 parts replaced and dryer is still not working properly. Major issue is the dryer will not shut off, went to bed and woke 8 hours later and the dryer is still on extremally hot and smells of something burning. This problem alone is dangerous and life threatening, problem 2 the dryer grinds with just a normal load, problem 3 the dryer eats clothing it gets stuck between the drum and the dryer by the door, problem 4 there is now a permeant discoloration in the drum from it overheating and drying clothes all night. I have called customer service and it takes 2 hours to get anyone to answer the phone and all they want to do is just request more service on this dryer and then someone will contact me back in 48 hours. If the dryer catches the house on fire then maybe they will listen.

  Business Response

  Date: 07/03/2024

  Thank you for your feedback.  The leadership team from the ********************** will thoroughly review your complaint and respond to you directly.  Please respond here if you do not hear from someone in the next 3-5 business days.

  Thank you

• Initial Complaint

  Date:07/02/2024

  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 set in 2020. They come with a 5 year warranty. It is set to be serviced for a 3rd time. It was serviced for a timer repair in 2020 and again serviced in February of 2024 for a heat kit repair. It is currently broken again and schedule for a heat kit repair whenever they get the supplies in (1-2 week estimate.) The repairs each take an average of 1-3 weeks. Since the same part is breaking multiple times, just a few months apart, I called to request a new unit. They have had to come out 3 times to service it in less than 4 years. We called customer service and spoke with ****. He said he would not be willing to escalate the claim and there was a 0% chance of us getting a replacement unit. I asked him how many times a unit had to be serviced in order to qualify for escalation, and he said there was no magic number and it was a case by case basis. However, he was unwilling to escalate ours. He state the reason for not escalating was because the parts had been ordered 30 minutes earlier and there was nothing we could do about it. We were offered no solution except to accept the 3rd repair and if the machine were to fail a 4th time, we could call back again and ask if they would consider a replacement. However, there is no magic number and it is a case by case basis, so it wasn't guaranteed that they would replace it even after a 4th servicing. When asked to speak to another representative for the company, **** stated that there wasn't a supervisor and there was absolutely nobody else on staff that we could speak with. He was unable to help us come to any type of agreement and we both left the phone call frustrated. I would like a replacement dryer as this one has proven to be a lemon.

  Business Response

  Date: 07/03/2024

  Thank you for your feedback.  The leadership team from the ********************** will thoroughly look into your case and reach out to you directly.  Please respond here if you do not hear from someone in the next 3-5 business days.

  Thank you

• Initial Complaint

  Date:06/28/2024

  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.

  My Speed Queen broke exactly 2 years after purchase **** 2020-2024). It is still under warranty; however, the local technician was unable to determine the root cause of why the drum did not move in either direction which ultimately caused the belt to break. Several calls to Alliance resulted in run around (he was told replacing the drum wont resolve it but Alliance unable to offer another resolution). On June 28, *********************************************** on hold for 25 minutes then after getting a live person I have now been placed on hold for 2 hours to speak with someone else. The local tech is unable to order appropriate parts and fix the issue needed and it has been one month. I need this machine replaced since no one knows how to fix the problem.

  Business Response

  Date: 07/01/2024

  Thank you for your feedback.  Our leadership team from the ********************** will thoroughly review your case and respond to you directly.  If you do not hear from anyone in the next 3-5 business days please respond here.

  Thank you

• Initial Complaint

  Date:06/26/2024

  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.

  Entered by BBB staff DC. Consumer states on April 11, 2024 she had a 3rd visit to repair her appliance as the dryer is overheating. They replaced a module and heater vent twice There is a steam feature that keeps falling off. She had a warranty for 1-2 years and she was within the timeframe. The business is telling her she needs a different type of venting on her dryer. She is being inconvenienced and has been extremely patient. Now they are telling her she needs a receipt although they have been out 3 times. The has been an issue with the dryer since the very beginning. The dryer is still not working properly.

  Business Response

  Date: 06/27/2024

  Thank you for this feedback.  We will share this with our leadership team for our Customer Support Group.  They will reach out directly to assist.

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an open case ( Case # ******* ) for a warranty on my washer ( serial # *********** . The motor was replaced about two months ago due to it overheating and causing a burning smell in our laundry room. We noticed that during the washing cycle it their is a loud banging noise and during the spin cycle the washer is extremely loud. We called customer support and they sent out a tech to review our washer on 06/12/2024. The tech advised me that they could not find the problem and that they called tech support and the only thing they could do was replace the motor again but their would be no use since the issue would continue. He thinks they should just replace the unit. I called in on 06/12/2024 as instructed to by the tech and spoke with Lake in Customer Support, she asked for videos of the washer making noise during the wash cycle and the spinning cyle and I did. She said she would send to the tech team to review and advise. I emailed on 06/14/2024 to get an update and did not receive one. I called in on 06/18/2024 and spk with ***** in Customer Support, she advised me that she reviewed the videos and in my machine is very loud, she never saw a unit be so loud. She said that she see's some notes from the tech team but no answers. She said that she will send to Tech Manager and hopefully have an answer soon. I asked her what is the usual turn around time she said 2-3 days, I said its been 6 going on 7 and that we have not used our washer since before 06/12/2024 and need an update ASAP. Given the issues that I have had regarding this unit, I have only had it for a little over a year I would like it to be replaced with a new unit. Please advise.

  Business Response

  Date: 06/19/2024

  Thank you for your feedback.  Your complaint is being reviewed thoroughly by the leadership team from Customer Support.  They will reach out to you directly in the next 3-5 business days.

  Thank you

  Customer Answer

  Date: 06/19/2024

  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.
  
  Waiting an additional 3-5 days after I have now been waiting 7 days to resolve my issue is to much of a wait. I was advised by customer support that my issue should have been resolved in 2-3 days and it still has not. I need a resolution ASAP as I am not able to use my washer as I wait for an answer from the company regarding on what they will be doing for me. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 06/26/2024

  Thank you for the feedback - it has been shared with the Customer Support Leadership Team.  We have requested a follow up.

  Thank you

  Customer Answer

  Date: 06/26/2024

  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.
  
  My issue has still not been resolved. Last communication from your customer support team was that they are waiting for 2nd tech's notes. The 2nd tech called into the your tech line and tech line was unable to help them isolate the issues and why are washer is so loud in the washing cycle and the spin cycle.  We have requested a new washer but no one has responded. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 06/27/2024

  This case is being worked on between Customer Support, Technical Support, the Servicer, as well as communicating with the customer.  Please continue to work through this with the appropriate team in ticket #*******.

  Thank you

• Initial Complaint

  Date:06/18/2024

  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 through an authorized dealer on 10/23/23. The bill for purchase was $1,420.82 dollars for this machine. The model number is AWN632SP116TW02. I have the serial number as well if you need. The machine has a warranty of 1 year through the dealer and 5 years through Speed Queen (my washer is registered with them). Since having the machine I have had to have multiple parts repaired. The dealer has replaced a drain pump on the machine and is now ordering more parts because it is still not working. This is with no guarantee it will run once repairs are done. Speed Queen markets itself as the "proven performer in laundry" and consumer reports claim they are the "most reliable," with machines lasting up to 25 years. I have had this machine for about 6 months and nothing but issues. I have called Speed Queen multiple times and asked to speak to management. I was hung up on and no one in management has reached out. They keep deflecting responsibility to the dealer. I have a mounting laundry bill and an unusable machine with no resolution through Speed Queen to rectify the issue. I would like a new washer and the issue taken care of as it is costing me money beyond the cost of the machine which is currently under warranty.

  Business Response

  Date: 06/19/2024

  Thank you for your feedback.  The leadership team from our ********************** will review your case thoroughly and reach out to you directly.  If you don't hear from someone in the next 3-5 business days please respond here.

  Thank you

  Customer Answer

  Date: 06/20/2024

  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 reached out to the business on Tuesday 6/18 and discussed the case with **** who was very polite and tried to be helpful; however, there was not much of a resolution other than what WE (myself and my husband) have already proactively done; which is reach out to a servicer in the area.  Although **** was polite and listened there was no additional resolution given other than just to wait for the service to be done with no guarentee of a working machine on completion of the job.  **** did reach out to the servicer and schedule an apt with us for follow up in a week and half.  So again they are putting it on the service center instead of taking accountability for their product.  This will now be 3 weeks without a working machine with no guarantee of a working machine.  In the meantime; this is costing me money and time with a laundry bill mounting and time out of my busy work schedule.  I requested Monday to speak to management and then again on Tuesday and still no one has reached out to us.  Not only am I now being put in a compromising situation with this company but they are putting their customer service reps in the middle of a dispute and expecting them to do the job of management.  I would like a new machine and a call back from management as I have requested on each and every phone call I have made!  This is unacceptable business practice!
  Regards,
  
  **************************************

  Business Response

  Date: 06/26/2024

  Thank you for your feedback.  Your response has been shared with the leadership team.  The warranty of this machine is a repair warranty, please continue working directly with the Customer Support Team.

  Thank you

  Customer Answer

  Date: 06/27/2024

  [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 pending the machine continues to work. Currently it is repaired; however, if I have further issues I am not satisfied with a repair and will push for replacement. 
  
  Regards,
  
  **************************************