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:05/14/2024

  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.

  I have a speed queen washing machine, and purchased the seven year warranty. I have now had every part of the machine repaired over the last few months and Im waiting for the replacement. It has been three weeks and speed queen queen has said that they have escalated the issue, but I cannot get in touch with any supervisors and cant get a response on having the machine replaced.

  Business Response

  Date: 05/15/2024

  Thank you for your feedback.  Our leadership team from the Consumer Support Team will look into your situation and someone will be in touch with you directly in the next 5-7 business days.  If you do not hear from someone in that timeframe, please respond to us here.

  Thank you

• Initial Complaint

  Date:04/25/2024

  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 washing machine May of 2023 from ********************************* in *****, **. Machine began making a grinding noise about four months later. Noise got progressively worse, then a knocking noise commenced. Called for service near the end of December 2023. Described noise and sent videos. First repair visit, tech discovered that prescribed solution was incorrect. Second visit produced the same results. WS then ordered a new drum. Third visit, tech discovered by chance that some bolts on counterweights were loose and probably were never properly tightened in the manufacturing process. Tightened those and a bracket. Seemed to solve the problem. About 10 days and 6 loads of laundry later, my wife came to check on laundry, and discovered water pouring from the bottom of the machine. Water had flooded the laundry area and seeped into walls, ceiling and floor below. We immediately stopped the machine and cleaned up the water, so fortunately there was minimal damage. ******* sent a repair tech the next day, and he was unable to determine an obvious reason for the leak. He guessed that *** be the springs on the barrel were faulty, and suggested replacing them. (There are 6 springs. The machine is less than one year old. This is highly unlikely.) I then contacted Speed Queen (SQ) customer service. They suggested having another repair service look at the machine, so at the behest of SQ, I contacted Omega Force. This was now the fifth repair call. OF sent out two techs, who were able to determine that, yes, the machine did leak, but could NOT determine from where or why. Information was submitted to SQ, case ******* was sent to "escalation." All along, I had said I was sold a lemon and requested a replacement machine. Yesterday, I called SQ and was informed that they would not replace the machine because there have only been "2 incidents." How can this machine be repaired if nobody knows the problem? I do not want another flood. We are now 5 weeks without a washer.

  Business Response

  Date: 04/26/2024

  Thank you for reaching out to us here.  I have sent your complaint on to our Management Team from our Consumer Support group.  They will pull the details of this situation and reach out to you directly with solution.  If you don't hear from someone in the next 3-5 business days please respond here.

  Thank you

• Initial Complaint

  Date:04/19/2024

  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 washer and dryer in 2022. Dryer is now showing an error code. Have been in contact with Alliance since march 18th. Parts were ordered and warranty service approved. Parts are shown as in stock yet haven't shipped. No response for weeks. Multiple emails to the same representative. Also when the repairman spoke to them about parts he was treated very rude and hung up on. I want my dryer fixed NOW or a replacement immediately. This is absolutely ridiculous. referencing Ticket #*******.

  Business Response

  Date: 04/22/2024

  Thank you for reaching out in regards to your situation.  I have shared your concerns with our management team for our Consumer Support group.  They will look into the details and get back to you with a solution.  If you don't hear from someone in the next 3-5 business days please respond here.

  Thank you

• Initial Complaint

  Date:04/19/2024

  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 dryer in December of 2021 that had a 5 year warranty. The dryer broke in March of 2024, only 25 months into owning it. I had an authorized dealer come out to do the repair. The heating element was broken and a wire harness was fried. They ordered the part but the part could not be located. I began calling and emailing Speed Queen multiple times per week. About 10 days ago I was told that they would be sending out a new dryer. There has been no progress with that, either. Now, its been over 40 days since my dryer quit working and we still have made no progress. Yesterday, I emailed them and suggested they just send me a check for the prorated amount of the dryer warranty (about $600) and we call it good, but I didnt receive a response. I need a new dryer or to be compensated for the ************* that I didnt get out of the old one.

  Business Response

  Date: 04/22/2024

  Thank you for reaching out regarding the status of your machine.  I have shared your concerns with the management team from our ********************** here at Alliance Laundry Systems.  They will be able to look into the details and reach out to you with a solution.  If you don't hear from someone in the next 3-5 business days please respond here.

  Thank you

  Customer Answer

  Date: 04/22/2024

  Thank you for your help with my complaint regarding Speed Queen.  On Friday evening, April 19, they finally sent the docusign for a $600 settlement for my issues.  As far as Im concerned, my issue with them is finally resolved.

   

  Thank you

   

  ***

  
  

• Initial Complaint

  Date:04/17/2024

  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.

  Purchased a Speed Queen washer and dryer in June 2023. The washer hasnt worked properly since it was delivered. Only one cycle setting works: heavy duty, warm/warm water temperature, large load, heavy soil. If we change any of these settings it will not drain or spin properly; produces an error code, lid locks and wont open necessitating resetting by unplugging from power, sometimes several times. I have attempted to resolve this with the distributor representative who said he was communicating with the manufacturer for a replacement machine starting in February 2024 and as of 4/17/24 nothing has happened. We have not heard from anyone. We live in a small community, 25 miles from the closest retailer for this product. Service providers are sparse, however, we paid top dollar for a washer that barely performs. I dont want to be forced to settle this in court. I prefer that the manufacturer keep their warranty promises and resolve this problem.

  Business Response

  Date: 04/22/2024

  Thank you for reaching out regarding your situation.  I have shared your complaint with the management team from our Consumer Support group.  They will be able to look into the details of your situation and reach out to help you resolve.  If you don't hear from anyone in the next 3-5 business days please reach back out here.

  Thank you

  Customer Answer

  Date: 04/30/2024

  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.
  
  [Please type your response here.]
  I have not heard from Speed Queen as promised in 3-5 days from 4/22/24. It has been 8 days. This is exactly the kind of response I have received from every level of this company since February 3023. 
  Regards,
  
  *****************************

  Business Response

  Date: 05/07/2024

  Thank you for reaching back out.  I did just speak to the Senior Manager of the Customer Support Team - One of her representatives will be reaching out to you with a solution.

  Thank you

  Customer Answer

  Date: 05/10/2024

  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.
  
  [Please type your response here.]
  Regarding #******** is once again rejected because it is for the wrong appliance. The form requiring my signature sited the dryer. It should be for the washer which is my original complaint submission. 
  Regards,
  
  *****************************

  Business Response

  Date: 05/13/2024

  As previously stated, you will need to continue to communicate with the Consumer Support Team.  They are working to resolve this with you directly.

  Customer Answer

  Date: 05/19/2024

  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.
  
  There is no contact information from Speed Queen. I simply requested they send (through Docusign) the correct release form that sites the defective washer, NOT the dryer. 
  Regards,
  
  *****************************

  Business Response

  Date: 05/20/2024

  Please reach out to the individual that you are working with to resolve the machine discrepancy.  Thank you.

  Customer Answer

  Date: 05/28/2024

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

  Customer Answer

  Date: 05/28/2024

  Better Business Bureau:
  
  Ive made several attempts to communicate with the point person at Allied/Speed Queen. *** requested corrected release forms and also told her that I have been very patient about my situation. After reviewing the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  No corrected forms have ever been sent so I cannot release the warranty on either machine. For your reference, details of the offer I reviewed appear below. Therefore I must reject their offer. Had the releases been sent this issue would have been resolved. 
  
  [Please type your response here.]
  
  Regards,
  
  *****************************

  Business Response

  Date: 05/29/2024

  I can assure you the team is working on your case.  I have asked the representative to reach out to you today to clear up any of your questions.  

• Initial Complaint

  Date:04/16/2024

  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 purchased DR7003WG dryer on 3/29/24. I paid $1429.00 plus tax and delivery and installation fees. The dryer was delivered and installed on 4/5/2024 by Specialty Appliance. I used the dryer on 4/5/24. The time for the regular dry cycle on medium heat and near dry was 3 (three) minutes. This cycle ran for 3 minutes and did not dry clothes. On 4/5/24, the heavy duty cycle on high heat and full dry did not dry a medium load of towels. On Saturday, 4/6/24, I called Speciality Appliance and spoke with ****. He arranged for installers to come back on 4/10/24. ****** from Specialty Appliance came out and said the installation was correct and the dryer vent had great air flow. He took photos. I requested a new dryer. ****** called his Speed Queen contact, but it was too late on the **********, so he could not talk to anyone. I called Speed Queen on 4/11/24 and requested a replacement for the dryer. I spoke with *****. She scheduled a service check. She sent an email request for a copy of my receipt of purchase. I emailed that information on 4/12/24. On 4/16/24, ******* from ***** Appliance inspected the dryer. He said the vent had good air flow, but circuit board(s) were defective. He explained there are 2 circuit boards, but he did not know which one was bad. He had to call Speed Queen to talk to their technical support. ******* called me in the afternoon of 4/16/24 and said the technician from Speed Queen wants the vent rechecked and he would order the circuit boards. I told ******* that I want the machine replaced. ******* said Speed Queen will not replace the machine until there are more than 6 repair visits. I spoke with ****, *******'s manager. **** said that Speed Queen changed out circuit boards about 6 months ago. The serial number on my dryer indicates it is from April of 2023, SR#**********, already a year old. I was sold a defective unit that is already a year old. I request a new replacement that was released in 2024.

  Business Response

  Date: 04/22/2024

  Thank you for reaching out and providing feedback.  Speed Queen's warranty is a repair warranty covering parts and labor for any manufactured defect.  We have sent your complaint to the management team from our ********************** so they can assist you with a solution.  If you don't hear from someone from that team in the next 3-5 business days please feel free to respond here.

  Thank you

  Customer Answer

  Date: 04/22/2024

  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 do not accept the solution from Speed Queen to have the unit repaired.  The unit was brand new an did not
  work upon installation.  There dryer vent has been checked 4 times and is not the issue.  ***** Appliance
  said the circuit board(s) need to be replaced, however, they are on order.  I request an exchange of the dryer for
  a dryer that is not defective.  Speed Queen should not be selling defective appliances without first informing
  the customer that they are defective.  Customers have a right to expect a full working appliance when paying full
  price.  I request an exchange of the appliance for one that is not defective.  I will also except a full refund if
  Speed Queen does not exchange the dryer.

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

  Business Response

  Date: 04/26/2024

  Our Customer Support Team is working on your case.  Please continue to work directly with them and the servicer.

   

  Thank you

  Customer Answer

  Date: 05/02/2024

  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.
  
  Upon purchasing a new appliance, it is the expectation of the consumer that the appliance will work.  To clarify this,
  it means all aspects of the appliance work fully and accurately.  When a new appliance does not work fully and accurately upon day 1 of receiving the appliance, the manufacturer has the responsibility to exchange the item for a fully functional item.  Simply having multiple visits to troubleshoot a new appliance is not acceptable.  Speed Queen is 
  supposed to be a reliable brand, so customers count on their appliances to be fully functional.  Speed Queen can do
  better to ensure each appliance is fully functional before leaving the manufacturer.  This would save Speed Queen
  time and money as well as provide acceptable service for the consumer.  A defective appliance upon purchase needs to be replaced with a fully functional new appliance.  No customer purchases a new appliance with the goal to have
  it repaired upon purchase.  Would you buy an appliance and expect it to not be fully functional?

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

  Business Response

  Date: 05/03/2024

  Thank you for your feedback.  Alliance Laundry Systems does in fact test each machine in the factory.  Should you still require assistance with your machine please work directly with our Customer Support Team.  

  Thank you

  Customer Answer

  Date: 05/08/2024

  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.
  
  Thank you for your response.  I am waiting for a replacement for the dryer.  I have not heard from your Customer Support Team.  Do you have a name and phone number of someone that you can include?
  
  Regards,
  
  *****************************

  Business Response

  Date: 05/13/2024

  The toll-free number to reach the Consumer Support Team is ************.  Please make sure you have your serial number handy when you call.

  
  Thank you!

• Initial Complaint

  Date:04/12/2024

  Type:Customer Service 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.

  This company is deceiving and playing games with me by claiming they have lost the information on 2 inquiries on their official website. They refuse to help answer me. I am not submitting a third inquiry because I am very upset with them.

  Business Response

  Date: 04/16/2024

  Thank you for reaching out about your concerns.  We have had one of our team leaders reach out and discuss the use/operations questions with this machine.

   

  Should there be any additional questions please back out.

  Thank you

• Initial Complaint

  Date:04/05/2024

  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 washer and dryer set in 12/2023. I immediately noticed that after I dried my clothes, the clothes were so hot they would burn my hands. The first time the dryer stopped functioning was within the first month. We called, they sent a technician out and he had to order a part. We were out of a dryer for several weeks. Shortly after in 3/2024 the dryer went out again. The technician came, replaced another part and we were out of a dryer for a week. Less than 2 days later, the dryer went out for a 3rd time. This time I called customer service, extremely displeased with their faulty machine and received the most discourteous service. They have refused to acknowledge that it is a problem with their machine.

  Business Response

  Date: 04/09/2024

  See attachment for response from Alliance Laundry Systems

  Customer Answer

  Date: 04/09/2024

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

  Customer Answer

  Date: 04/09/2024

  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.
  
  [Please type your response here.] The machine is faulty and does not work.  I have called again with the technician on the line.  They refused to give us a claim number.  The machine is malfunctioning again.  They are impossible to deal with and refuse to acknowledge their machines are faulty and do not work.  Their customer service is lacking and utterly disturbing.  Expensive price tags for machines that do not work.  
  
  Regards,
  
  ***************************

  Business Response

  Date: 04/12/2024

  Please continue to work with the Customer Support Team toward resolution.  The assigned rep has reached out to both the service company and the consumer again.  

   

  Thank you

• Initial Complaint

  Date:04/03/2024

  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.

  We purchased a speed queen washing machine 1/31/2024. The washer has leaked since day 1. A repair company has been out 8 times to fix it. It turns out that speed queen has closed our ticket and my washer is in pieces on my floor because the servicer was going to order more parts and then found out they can't. So I have a machine in pieces and customer service has told me they will escalate my call but I have not heard anything from them. So I have a washer in pieces on my laundry room floor, no warranty services, and no replacement washer.

  Business Response

  Date: 04/04/2024

  Thank you for your feedback.  I have forwarded your complaint to the Sr ******* of Consumer Support and Escalations.  She and her team will gather the necessary information around your situation and then reach out to you directly.  If you do not hear from someone in the next 3-5 business days please respond to me here.

  Thank you

  Customer Answer

  Date: 04/15/2024

  Speed queen did exchange my machine the other day. 

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

• Initial Complaint

  Date:04/02/2024

  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.

  Purchased a Speed Queen Washer and Dryer because of the high reviews and 10 year warranty. After four years of use, the dryer's timer stopped working. No problem.....we have a 10 year warranty! After I called the local small business where we purchased the appliances (which I will never go to them again), they did come out to fix but found that the timer was bad which was a known issue by Speed Queen. ** said that the manufacturer who built the timer went out of business and the new manufacturer did not have any time line as to when a new timer would be produced. I have a temporary fix on the dryer but this is TEMPORARY! The small business advised me to call Speed Queen who told me they would buy out my warranty but when the part did come in, I would have to pay for the installation of the part or pay for anything else that happens to the dryer from then on. Obviously that is not a viable solution and they were VERY rude stating that this was all they would offer. STILL NO DATE FOR NEW PART! It's going on six months of back and forth and neither the small business NOR Speed Queen are offering any solutions! I will not buy a speed queen again nor buy from the local business.

  Business Response

  Date: 04/03/2024

  Thank you for your feedback.  I have sent your complaint to the Sr ******* of Consumer Support and Escalations.  She and her team will gather all necessary information around your situation and reach out to you directly.  If you don't hear from someone in the next 3-5 business days please reach back out to me here.

  Thank you!

  Customer Answer

  Date: 04/03/2024

  [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. 
  
  Regards,
  
  *****************************