ComplaintsforLondon Major Appliances

• Initial Complaint

  13/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 30th we purchased a washer and dryer from London Major Appliances. Both appliances were delivered and installed on October 18th. During delivery our vinyl floor was damaged in at least 3 places. ( we can not see behind the washer/dryer unit ) with one place being in the hallway outside our main bathroom and guest bedroom. Photographs of the damage were taken and were forwarded to the sales manager so that he could arrange for the floor to be repaired at LMA cost. We went to the store on October 19th to discus how to proceed with the repair and were told that we needed to speak with the sales manager but he was away. On Friday October 20th. the sales manager phoned us and said that it would be patched!! He also said that we should get a quote from a flooring person and they would give us a check. Our flooring person came around that evening and said that he could patch the hall floor since we have some leftover flooring that he can use. However we do not have any flooring for the laundry room so he suggested we go to his employer in Ingersoll to provide a quote. We drove to Ingersoll on the Saturday October 21st and received a quote to patch the hall floor and supply and install sufficient vinyl flooring for the laundry room. We tried to discus this quote with the sales manager both in person and by phone but were told he was too busy. On Friday October 27th the quote was scanned and sent to the sales manager together with an explanatory cover letter. The sales manager called us on Saturday October 28th and said that he needed to talk to the owner. On Monday November 6th we received an email from the sales manager asking for a new quote using vinyl tile. This was sent at **** p.m. that day. We are still waiting for a reply and we can not understand why a company that has been in business for so long can treat its customers with such contempt!! We are also asking for a 30 dollar refund for the old dryer which was not recycled.

  

  Business response

  20/11/2023

  Morning,

  I have spoken with this customer over the phone and by email about this.  LMA from the beginning of this communication has always said we would fix the floor.  There needed to be quotes and conversations about the totals on the paperwork to which has been rectified and the approval has already been sent to both the contractor and the customers.

  As for the recycling of the old dryer, this is the first I have heard of this and will gladly refund the $30 plus tax.  We won't refund if we moved them to another location in or out of the home.

  The repair of the flooring has been resolved.  I'll called the customer today and left a VM to call me back.

  I consider this matter to be fulfilled as we promised.

  Customer response

  20/11/2023

   
  Complaint: 20864719
  
  I am rejecting this response because: the floor has still not been repaired. There now seems to be an issue between the contractor and London Major Appliances regarding payment for work and materials. It has been almost 5 weeks since we took delivery of the appliances and our floor was damaged!! I wonder how long it would take if it was the sales managers floor that was damaged? There certainly does not seem to be any desire on the part of London Major Appliances to resolve this issue in a timely manner.

  
  
  Sincerely,
  
  *********************

  

  Business response

  21/11/2023

  I am really confused with this response.

  I called and spoke with you ***** on Nov 20th around 3pm and we discussed the flooring company had the go ahead to do the work.  You were attached on the email communication from me to them.

  I also let you know that I called the flooring company to confirm the total and to contact you.

  I see this matter being looked after as we discussed and consider this complaint closed.

  Please follow up with the flooring company.

  

  Business response

  27/11/2023

  This matter is considered complete to the satisfaction of the customer.

  Please close this file.

• Initial Complaint

  25/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Please refer to the attached document.

  

  Business response

  04/10/2023

  Good morning,

  I have spoken and rectified the situation with this customer.

  The customer is all setup with their machines working as intended and the other old appliances have been removed.

  Customer is happy with the outcome.

  Customer response

  12/10/2023

   
  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.
  
  Sincerely,
  
  ****** & *********************************

• Initial Complaint

  24/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our new washing machine was installed not level and with the water hoses twisted. We asked the store twice to fix this problem before we bought a second appliance from them. They informed us that crooked and twisted its OK and that they would not do anything

  

  Business response

  25/09/2023

  Morning,

  I have spoken 2x with this customer about front load washers.  The washer is suspended on springs and dampers inside the cavity which allows it to spin at high speeds and not hurt the washer.  I asked the customer if the machine is operating normally and they agreed it was working as it should.

  The hoses come in a bag in a tight circle (see image).  It's impossible to have the hoses perfectly straight.  We do our best to ensure the water will flow freely to the machine for optimal performance.  I asked the customer is there were kinks in the hose and they said there was not.  Now seeing the images of the hoses they are installed as best as they can be.

  From speaking with him, his concern was it doesn't look good and would like us to come back out.  

  The good news is the product is working and there are no water leaks.

  Thanks again.

  Customer response

  25/09/2023

   
  Complaint: 20648640
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my Maytag top load washer 2 years ago at London Major Appliance. The first new washing machine I have ever had.. Before the one-year warranty expired, I had to have a new control panel put in as the machine would not move through the cycles. This was done by London Major Appliance. One year later, before the machine turned 2, it started to make a loud steel on steel screeching noise. I called London Major appliance repair department back and they sent a technician out. His assessment was based on looking up the noise on a website. He did not run a full diagnostic on the machine or look under the machine. He said he could not re-create the sound but if he had done a full electronic diagnostic, he would have been able to recreate the sound. His assessment was that it was a control panel. Whirlpool was kind enough to give us a control panel. A different technician came to install it and said it was fixed but the next load of wash I did the screeching sound was still there. (Apparently he did not re-calibrate the control panel as well as reported on by my second opinion-). I called both the company (London Major) and the last technician who installed the control panel and no one is calling me back. I had another repair company do an assessment and she ran a full diagnostic which I watched her do it was nothing like the first technician did to ***** the screeching noise. She was easily able to re-create that sound when she did the electronic diagnostic test (without putting a load in the machine). It was detailed and thorough. She even looked under the machine. She was confident that the issue was the gear case and that the initial diagnosis was incorrect. I have paid over **************************************************************** my machine. My wash is not clean too. I would like my money back I paid to London Major Appliance for the improper service. I also would like the working control panel back that was in my machine.

  

  Business response

  07/06/2023

  GOOD AFTERNOON,

  CUSTOMER PURCHASED ON APRIL ******* AND DELIVERED ON APRIL 24 2021 - CUSTOMER DECLINED EXTENDED WARRANTY

  SERVICE INVOICE CREATED ON MARCH 28 2023 - OUT OF MANUFACTURER WARRANTY
  

  WHIRLPOOL AUTHORIZED TO COVER CONTROL AS COURTESY AS PER THEIR RECOMMENDATION AND OUR ABILITY TO SOURCE THAT FOR THE CUSTOMER AS A GOOD WILL GESTURE. GOING ABOVE AND BEYOND FOR OUR CUSTOMERS.

  APRIL ******* - INSTALLED NEW MAIN CONTROL AS PER MANUFACTURER INSTRUCTIONS.  CHECKED THE ***** ALL GOOD, BELT - IS GOOD, MOTOR - IS GOOD, TOWER - IS GOOD. RA TEST WITH LOAD AGITATES WELL, SPINS WELL.
  

  ADVISED TO CLIENT THAT SINCE ALL DRIVE PARTS ARE GOOD THAT IF STILL PERSISTS WITH A ***** THEN ONLY PART WOULD BE **** CASE.  CUSTOMER ADVISED DOESN'T WANT TO REPAIR IT.

  -----

  AS YOU CAN SEE FROM THE DOCUMENTS AND NOTES ABOVE LONDON MAJOR APPLIANCES HAS DONE WHAT WAS REQUIRED THRU TESTING, MANUFACTURER DIRECITON AND LETTING THE CUSTOMER KNOW WHAT THE ***** COULD BE COMING FROM THE **** CASE TO WHICH THE CUSTOMER DOES NOT WANT TO PROCEED.

  ON THE INVOICE YOU CAN SEE THAT THE CUSTOMER WAS ONLY CHARGED $203.34.  THIS WAS FOR 2 SEPERATE SERVICE TECHS, TRIP CHARGE AND FOR THE FREE PART TO BE INSTALLED.  WE WENT ABOVE AND BEYOND FOR THIS CUSTOMER BY REACHING OUT TO WHIRLPOOL FOR HER AND GETTING PARTS FOR $0 AND ALSO NOT CHARGING EXTRA TRIP CHARGE FOR THE 2ND VISIT.  AS THESE APPLIANCES BECOME MORE ADVANCED AND DIGITAL THEY ARE HARDER AND HARDER TO DIAGNOISE AND FIX IN ONE VISIT.  IT'S HARD TO REPLICATE A CUSTOMERS SITUATION WHEN WE ARRIVE TO DO THE WORK.

  LMA HAS ALWAYS PRIDED ITSELF ON LOOKING AFTER CUSTOMERS EVEN WHEN THEY ARE OUT OF WARRANTY.

  I HAVE ATTACHED ALL THE DOCUMENTS TO SHOW THE DETAILS.

  LET ME KNOW WHAT ELSE YOU WILL NEED FROM ME.

  THANKS.

  Customer response

  08/06/2023

   
  Complaint: 20022108
  
  I am rejecting this response because:

  The company's  response has many falsehoods which further consolidates my belief in the lack of integrity of this company

  their response - APRIL 24 2023 - INSTALLED NEW MAIN CONTROL AS PER MANUFACTURER INSTRUCTIONS.  CHECKED THE ***** ALL GOOD, BELT - IS GOOD, MOTOR - IS GOOD, TOWER - IS GOOD. RA TEST WITH LOAD AGITATES WELL, SPINS WELL.
  
  ADVISED TO CLIENT THAT SINCE ALL DRIVE PARTS ARE GOOD THAT IF STILL PERSISTS WITH A SOUND THEN ONLY PART WOULD BE GEAR CASE.  CUSTOMER ADVISED DOESN'T WANT TO REPAIR IT.

  My response:  The machine could not have tested well after installing the control panel because the next load I did - the severe grinding returned and continues to this day. Clothes are not getting clean, machine is not spinning well.   I NEVER  said I did not want to repair this machine. i don't believe in returning a 2 year old machine to the landfill. Before making this complaint, I called the last service person back and the main company line asking for them to come repair the machine and no one called me back - another reason I made this Better Business Bureau complaint. 

  The company claims to have called Whirlpool Canada for me - they simply provided me the number and I made all the calls.  In fact, whirlpool has since sent me a new gear case free of charge to have installed in the machine.  I can call Whirlpool ****** to prove this if need be. I do have emails related to them sending me the gear case. 

  When I arranged for the service people to come they said only the first call would include the service/trip charge and after that it would be repair costs until the machine was fixed.  They did charge me repair costs for installing the control panel 

  I am very disappointed in this response full of falsehoods and expect my money back.  

   

  Sincerely,

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

   

   

   

   

   

   

   

  
  
  

  

  Business response

  31/07/2023

  Our company only billed this customer a portion of a full service call and diagnostics for 2 separate techs.  We sourced out the board for this customer at no charge and did work on the machine as requested by the customer and the manufacture.  

  The customer is not a trained technician so unfortunately she would not know what steps should or shouldn't be taken.  Our techs take their direction from the manufactures direction on solving issues.  If the manufacture said to do steps 1, 2, 3 then we follow.

  It's unfair to ask for all of this work done by our company free.  We followed the manufactures direction in doing our best to resolve the issue.

  The customer was informed of the gear case at this time as well.

  LMA has been forthcoming and accommodating thru this entire process.

  We respectfully wish to close this file.

  Customer response

  03/08/2023

   
  Complaint: 20022108
  
  I am rejecting this response because:
  

  The company did not source the control panel  as stated (a falsehood)- they gave me the number and I called Whirlpool and they sent the control panel to the company. London major did install the control panel but it was an unnecessary repair as their diagnosis was incorrect.  

  I am not a technician but I did consult another reputable and fair technician who gave me a correct diagnosis and repaired my machine.  It ended up being a Cam clutch.  A 50 dollar part.  Please train your technicians properly as this could have easily been avoided.

  It looks like this company is not going to honor their poor diagnosis and unnecessary repair.  I would like this information published so others can avoid this company.  I certainly will not be back. 

  Sincerely,
  
  ***************************

• Initial Complaint

  13/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a General Electric Washer and Dryer in October 2022. The crew that delivered and set up my appliances were very shoddy, rude and didn’t have the knowledge to set my dryer up properly. ** ****** ********* * *** ****** *** ***** *** ** ******** ****. At this time I told our sales rep, **** ****** that I wasn’t happy with the delivery and setup with my dryer. I noticed that I had to keep resetting my dryer, but figured I just wasn’t familiar with the new setup and dials etc. I went away for the month of January and noticed on my return my dryer seemed even worse. I had my furnace checked out and serviced. The company employee noticed all the extra footage of venting that the delivery men had installed. ( See photos) He shortened the run in my basement and my dryer slightly improved. My sister went outside to check my vent. When she reached in she found the instructions jammed in the pipe and stopping any airflow from inside the house. Once the paper was removed I pulled out all kinds of lint . I continued removing the lint as far as I could reach , but could still feel some left in the vent leading to my basement. (See photos). A fireman friend informed me that I was lucky that a fire hadn’t happened. Finally on March 25, I sent an email to **** ******* my salesman about my dilemma. (See copy) He told me he would forward it to the correct department. (See Copy). I requested London Appliance send out someone to clear venting and I expected some monetary settlement. I have heard nothing from the company.

  Customer response

  19/06/2023

  * ** ********* *** ** ********* ******* ****** ***** ********** ******* ****** ** *** ***** *********** My dryer has been serviced and they have sent me money for repair and small compensation, but I have not signed off yet. I am waiting a couple of weeks to ensure the problem is remedied. I also was not satisfied with ****** ******** lack of professionalism. He blamed me for the machine not working right. The repair man said it wasn’t installed properly and a fire could have occurred. I expect an apology and assurance that their installers will be trained properly. *** ***** ** ********** ** ****** *** *** ***** ** ********* ** ***** ********* *****

• Initial Complaint

  07/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  London Major Appliances delivered a broken and dented fridge, then they left us with no fridge at all!!! We have no idea how long we’ll be without a fridge now. Unable to contact manager because they had already left for the day. They should be on call for emergencies like this. We spent thousands on a large order and this is how we’re being treated. London Major Appliances left my senior mother without a fridge on a Friday night with 0 help at all. Ridiculous.

  

  Business response

  22/11/2022

  HI,

  It is our understanding that after a conversation with our sales manager this issue was resolved.

  Thank you

   

  Customer response

  22/11/2022

  
  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.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  28/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a refrigerator in 2017 and also bought the extended warranty. A technician came to our house to diagnose a problem about 3 months ago. He said he would look into the repair and get back to us. No-one called us back. I called them about 2 months ago for an update. I was told it needed a part that was on back-order. I understand these things happen. I called 2 weeks ago for an update. They have had had the human decency or common courtesy to respond to my request. We have spent over $5000 at London Major Appliances over the years; I would think that would earn us some consideration and appreciation.

  

  Business response

  22/06/2022

  Business Response /* (1000, 5, 2022/03/28) */ ***************************************************************** ************************************************ Good Morning, Guy- could you please email me directly to advise of the invoice details so I am able to look into this specific case as nothing comes up in our system for Guy ****** outside of a GE gas range purchased in 2018. **************************** Thank you Consumer Response /* (3000, 12, 2022/04/08) */ The GM contacted me 6 days ago and said he would reolve issue. I have heard nothing from them. Business Response /* (1000, 18, 2022/05/10) */ Hi, Service was scheduled but the customer cancelled the service call. We have contacted the customer again and they are not available for us to service the product currently. We await their availability. Thank you

• Initial Complaint

  18/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a fridge (and 5 or 6 other appliances) from LMA. A year or two after the purchase, we started having issues with the fridge ($4500-$5000 ******* ****) frosting up to the point we could no longer close the crisper drawers. London Major attempted to fix the fridge several times over the next 2 years (takes a while to test and see if frost returns). Cost of the trial and error repairs that did not work were $1600+. At that point, LMA told me to just buy a new fridge and to call ********* to see if there was anything they could offer. Even though LMA was the beneficiary of the original purchase of all appliances, $1600 of repairs that didn't correct the problem they refused to work with me on the purchase of a new $5000-$6000 fridge. I am not / was not asking for a new fridge, but expected the organization I purchased the fridge from and the face of *********, to help make the situation right. Again, I was told to just buy a new fridge and to call *********... 'Not My Problem'..... The above is the major issue however, there were others related to the fridge that compounded this whole situation.

  

  Business response

  04/02/2022

  Consumer Response /* (2000, 9, 2022/02/03) */ The vendor has been in contact with me and we have come to a resolution agreement in principle. At this point, we can close the file. Thanks!

*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. ↩