Complaints

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:05/13/2025

  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.

  Last fall we bought a Speed Queen washer and dryer paying over $2,000.00. All worked well until the dryer started making grinding noises. It was still under warranty. B&B Appliance service member came to the house, checked it, said it was a faulty dryer drum from the manufacturer and they would order a new drum. That was 3/27/25. They also stated we could use the dryer only a couple more times. The dryer was worse and we stopped using it. I have talked with the service manager several times about the order. He states its coming soon, still being shipped. We have been given numerous arrival dates with nothing happening. I called corporate and they said they had plenty of dryer drums available. They called B&B. Nothing has happened. The service manager has not contacted us on any progress or arrival dates. They have not offered a loaner dryer. I have never seen an order document. We prefer repair, but would accept another new dryer or refund of dryer to our credit card.

  

  Business Response

  Date: 05/13/2025

  When a customer has an issue with any **********************, we have to go through the correct guidelines and protocols.  Any brand of product's replacement parts have to be ordered through a distributor to be covered under warranty.  Unfortunately,  in this case, the distributor that we use had no drums in stock.  After advising the customer that our distributors didn't have any in stock and they would backorder, we suggested that they contact Speed Queen directly to voice their concern as the warranty is backed by Speed Queen.  Speed Queen reached out to our distributor and said they would ship some drums to them so they could in turn ship one to us to get the customer taken care of.  Speed Queen reached out again today to inform us that they were going to ship a drum directly to the consumer.  I called the customer today at ****** to inform her what Speed Queen relayed to us.  She informed me that Speed Queen had also called her as well to inform her of the same thing.  I advised that she call us ASAP when she sees the drum arrive so we can get her on the schedule to send a tech back out to install the new drum.  We do not like when things break or do not work as they should either, but unfortunately to stay an authorized servicer with the brands we service, we have follow the correct protocols.  

  Customer Answer

  Date: 05/15/2025

  from: jyperu <*****************************> via ******************************** 
  to: Better Business Bureau <*************************************************************************>
  date: May 15, 2025, 9:04 AM
  subject: Re: You have a New Message from BBB Regarding Complaint #********

  When a customer has an issue with any **********************, we have to go through the correct guidelines and protocols.  Any brand of product's replacement parts have to be ordered through a distributor to be covered under warranty.  Unfortunately,  in this case, the distributor that we use had no drums in stock.  After advising the customer that our distributors didn't have any in stock and they would backorder, we suggested that they contact Speed Queen directly to voice their concern as the warranty is backed by Speed Queen.  Speed Queen reached out to our distributor and said they would ship some drums to them so they could in turn ship one to us to get the customer taken care of.  Speed Queen reached out again today to inform us that they were going to ship a drum directly to the consumer.  I called the customer today at ****** to inform her what Speed Queen relayed to us.  She informed me that Speed Queen had also called her as well to inform her of the same thing.  I advised that she call us ASAP when she sees the drum arrive so we can get her on the schedule to send a tech back out to install the new drum.  We do not like when things break or do not work as they should either, but unfortunately to stay an authorized servicer with the brands we service, we have follow the correct protocols. 
  

  This is a blatant lie.  We were not told that their distributor had drums on back order. On my first call to Speed Queen corporate was to get help speeding up delivery.  They contacted B&B to let them know they had plenty of drums in stock and make sure they ordered the right part.  My second call to corporate was after I submitted the complaint to you.  Speed Queen upon hearing the continuing delay said they would bypass B&B distributor and mail the drum directly to us and we could call B&B service to put it in.  B&B never called Speed Queen corporate.  Speed Queen called them after talking to me.  I can't believe B&B would lie to you to try and make themselves look good.  B&B is not to be trusted.  We will never use them again.  I will also inform others of there poor service and customer care.

  

  Business Response

  Date: 05/15/2025

  If you refer back to our statement, we did not claim to call Speed Queen corporate. I stated Speed Queen reached out to us to give more explanation on the issue. As I previously explained, we do not deal directly with Speed Queen under any circumstance. I do not buy Speed Queens product to sell directly from Speed Queen, I HAVE to buy it from a distributor. I do not buy ***lacement parts directly from Speed Queen, I HAVE to buy it from a distributor. I have no *** or point of contact with Speed Queen on our end. B&B Appliance has no control on how the distributor and the manufacture ship parts for distribution. The issue lies between those two parties. The only information I have to give is what the update shows from our distributor. These dates are tentative and not set in stone. I have attached our order from our distributor showing the order was in fact placed on 3/27/25, the same date the Perusheks referenced in their original complaint as the date our tech was out to take a look at the issue. I have also attached a copy of their original invoice showing that the units were installed 8/23/24. The units were used for 6 months before the issue occurred. As a dealer of exclusively new product, I can not under good faith, swap those units out and resell this unit once the drum arrived to us. We do not sell used product, I do not have a ton of overflow stock to rob parts off of as new product is backordering too, nor do I have room to stock loaner units.
  

  Like previously mentioned, products having issues is not great for us either. That is why products come with a warranty that is backed by the manufacture. We have to follow certain protocols to get things covered under warranty and in this instance I HAVE to work under a distributor. If the distributor doesnt have the part to ship to us, and the distributor is having issues getting the product from the manufacture, that is a problem we have absolutely zero control over. The warranty paperwork states that SPEED QUEEN backs that warranty, we are purely just a servicer in this instance. When I spoke to Mrs. ******** on the phone on the afternoon of the 13th to make sure she was in the loop, I stressed to her that she let us know when the drum arrived to her so we could get a tech out to her to make sure she got taken care of sooner rather than later. At this point we are at the mercy of Speed Queen getting a drum to the customer and as soon as the customer receives the drum, we will get it installed.  

• Initial Complaint

  Date:05/30/2023

  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 called to have my dishwasher 2/10/22 fixed and gave them an estimated date of purchase of early March and was told it will be under warranty. Actually found my receipt for proof of purchase date of 3/16/22 and again was told would be under warranty. They came mid March to fix the dishwasher and again I showed them my receipt and was told it should be under warranty. I get a bill later saying its not under warranty and confused I called and was told the date of purchase is not correct despite having a receipt. I've tried calling B&B and whirlpool so many times to get this figured out with no luck. I have told them what whirlpool has told me and that they "should be fixed" but still getting statements from B&B without communication that I have requested to resolve this. I have sent multiple emails requesting if this has been resolved and have called again asking for a resolution with no return calls. I'm not sure what else to do at this point if they can somehow clear the confusion with whirlpool since they deal with claims more than I do.

• Initial Complaint

  Date:01/27/2023

  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.

  Called for service on my GE Cafe refrigerator on Dec.19, 2022. Told them it was making a clicking noise and freezer would warm up considerably. Could not come out until Jan. 9th 2023. Tech came out and said fans and compressor seemed ok and since it wasn't making the noise at that time he thought it was probably the control panel. He said they would get back in a day or two with a price. After hearing nothing for 1 week I called them on Monday Jan. 16th and said we were waiting to hear from them. Would follow up and get back to me. In the mean time I took a photo of the back of the fridge and highlighted the area the clicking was coming from. I emailed this to the business. I also made a recording of the sounds it was making. I drove to their business around noontime on the 16th and let them listen to the recording and asked the service manager Terry if he saw my photo. Said he hadn't. Both Terry and the tech who was out to our home were there. Terry said they had a control panel and could come out on Friday the 20th to replace it. The intermittent problem of clicking and warming started again on Jan. 24th. The clicking and warming was never on a set schedule, so originally I thought the control panel fixed the problem but it did nothing at all. Called Terry back on the 25th and said was still having problems. Told him it was still clicking and described the area the clicking was coming from. Said it sounds like it may be the inverter board. If he had looked at the photo I sent him that may have been an option originally instead of replacing a part that was fine. He said he would have to look back into the service and get back to us. No return calls at all. My wife called on the afternoon of Jan.25th asking to get the original control panel back since it was fine. Would have to check and would call back that day or the next. No call. Talked to owner Bruce and was hung up on. Bought 10K worth of appliances from them in 2019 but. Have more to add but no space.

  

  Business Response

  Date: 02/14/2023

  Our technicians do the best they can do in the home to try to replicate the issues reported, but no different than a car mechanic, it makes it incredibly hard to correctly diagnose the issue when the issue is intermittent and will not replicate in the home for the technician.  Based on information given at the time of the service calls our technicians try to do what they can when an issue will not replicate and try to make the best educated judgement on what actions should be taken.  When the unit is not covered under manufacturer warranty, we try really hard to not just be "part replacers", because in the end that benefits nobody.  When we do replace parts, we order new parts directly from an authorized parts distributor or manufacturer, and install the brand new parts in whatever unit we are servicing.  Our technicians would have no reason to hang on to old parts because we don't EVER install used or old parts in other service scenarios.  The part that was installed was a BRAND NEW manufacturer authorized part.  After my last conversation with the customer, we reversed the service charge completely and gave the control and labor charged to install the part to the customer at no charge.  The customer owes us nothing and has a brand new board installed in his fridge.  I have attached the credit memo showing we credited everything back on the 26th of January as well as the service invoice where it shows the customer owes us nothing. 

  One attachment

  Customer Answer

  Date: 02/14/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me, however I would like to reiterate that this was also about more than the money. It was about their lack of communication and the attitude that they had no intention of servicing my appliance after the initial inspection. A homeowner should not have to call them exactly one week later and ask what was going on and then be blown off . I was told I would have a call the next day with an estimate 
  

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