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Business Profile

Major Appliance Dealers

Whirlpool Canada LP

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Major Appliance Dealers.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

This profile includes complaints for Whirlpool Canada LP's headquarters and its corporate-owned locations. To view all corporate locations, see

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Whirlpool Canada LP has 3 locations, listed below.

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    Customer Complaints Summary

    • 384 total complaints in the last 3 years.
    • 142 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:18/12/2024

      Type:Product Issues
      Status:
      Resolved
      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 ****** washer and dryer in May. It broke down around Nov 13th. I have been trying to work with Whirlpool. They say their warranties are for 'repair' only. So far I've had 6 technicians come here, with other dates when they were supposed to come and they didn't. *** ** ***** **** *** ** **** **** *** **** ***. They came yesterday, the guy fixed it, and when I did a load, once again it died mid-cycle with the water and my clothes in there and locked, so I can't even retrieve my clothes. I called back yesterday and they said the last report that they had said the machine was fixed and they can't take my word for it that it's broken. They have to send another technician, possibly tomorrow to take a look (******* **** ***** *** ** ** * ********* **** ***** *** **** ****). *** *** ***** ******* ***** ** ** ******* *** ******* *** ******** ** **** ***** ** **** **** *** **** ******* **** ***** **** ******** ** ********* *** **** ***** ** ******** ****** ***** ** *** *** **** **** **** *** * ******* **** *** **** *** ** ******* *** **** * ****** *** *** ******** ** ** ***** ***** ** *** ******* **** * *** **** ****** **** ** ****** ** ********* ******** ** * **** ** ***** ******* ****** **** *** **** *** *** ***** **** *** **** *** *** *** ************ ** ******** ** ***** ***** ** **** ****** * ******* **** ** ******* * ******

      Business Response

      Date: 18/12/2024

      The Executive office has reached out to the consumer. 

      Customer Answer

      Date: 18/12/2024


      Better Business Bureau:

      I have received a call from Whirlpool.  I told them the technician was here today and so far it seems to be working.  The contact at Whirlpool gave me her direct number to reach out to her if I have any further difficulties with the machine.  


      Sincerely,

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

    • Initial Complaint

      Date:04/12/2024

      Type:Product Issues
      Status:
      Answered
      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 KitchenAid refrigerator that I've been having repeated issues - same problem - no cool. I had technician came in 2 times to fix before, and this time (3rd time), technician has confirmed the problem is within the seal system and it CANNOT be repaired. He reported this back to KitchenAid, and when I called KitchenAid to discuss the next steps, they are offering me ****** 20% of new fridge. **** ***** ** ********** ** **** **** *** ********** *** ********** ********** *** ** *** **** **** ***** *** **** ********* ********** **** ******** *** **** *** ** ***** ******* **** **********. KitchenAid must standby their product quality since this is a repeated issue multiple times, *** *** **** *** *** ***** ********* *** ********** ***** ********

      Business Response

      Date: 04/12/2024

      A Member of the Whirlpool Canada Executive Office has reached out to the customer and provided a resolution.  The customer will contact them back once they make a decision.  Thank you. 

    • Initial Complaint

      Date:12/11/2024

      Type:Product Issues
      Status:
      Resolved
      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 new Whirlpool refrigerator in June 2024, was defective from the get go...they had an appliance tech visit seven times over three months, only to determine that it was defective. I finally got two back-to-back days in November for delivery of the new fridge, then for one of their service technicians to come to uninstall old unit, and install new unit the next day (doors had to be removed to fit into my kitchen so I needed a tech). I had a call the night of the day the new fridge was delivered, from said service tech, to say he would not be able to come the next day as he doesn't do uninstall and install...yet this was booked through Whirlpool for that very reason! After many back and forth conversations with Whirlpool the next day, I was told to try and find a service tech myself and they would reimburse me up to a portion. I managed to find someone to come last minute on day two. When he installed the new fridge, he noticed that the doors were defective and had been mounted improperly at the factory, so one did not fit into the track. ** *** *** **** ** ***** *** it leaves a* ********* gap and looks wonky. I now had one defective fridge in my kitchen and another in my front hall. Took three more days for Whirlpool to come and get the first one and I now have to wait until a service tech can come to look at the new one to determine that it, too, is faulty. Whirlpool is refusing to give me a refund, or discount, or anything else. When I asked to escalate, they told me to MAIL a letter to their office in Mississauga as no one else could help me.

      Business Response

      Date: 13/11/2024

      This is a written response to Complaint ID ******** in which the consumer is requesting a refund. We will be reaching out to the consumer directly in order to bring this to a resolution. Thank you for bringing this matter to our attention.

      Customer Answer

      Date: 20/11/2024


      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

      Date:31/10/2024

      Type:Product Issues
      Status:
      Resolved
      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 new refrigerator one month ago and the compressor is already broken. * **** *** ** ******* ** **** ********** *** ****** ***** *** ** ********* ** ***** ****** ***** *** **** **** ** ********* *****. **** ********** *** **** *********** ** * ******** * *** ********* ** **** ********. I am requesting prompt assistance to address this issue through a replacement fridge as soon as possible. I have spent countless hours on the phone with customer service agents with the most recent supervisor advising me that my only remaining option would be to MAIL a physical letter to the Whirlpool Canada corporate office in Mississauga while refusing to providing me with a name or department to address the letter to. This is obviously not an effective or feasible solution to connect with someone at Whirlpool to have my issue resolved. In today’s digital age, it’s unreasonable to require a physical letter for escalation—there should be a readily accessible phone number or email for efficient support.

      Business Response

      Date: 05/11/2024

      The consumer has been contacted and provided a resolution that was accepted. Thank you 

      Customer Answer

      Date: 21/11/2024

      I received the cheque today and would like to mark this complaint as resolved. Thank you!

    • Initial Complaint

      Date:28/10/2024

      Type:Product Issues
      Status:
      Answered
      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 Whirlpool washing machine (** ********* ***** **********) **** **** ***** ** **** *** ****. It had a 1 year warranty from Whirlpool *** * ** **** ****** ****** **** **** *****. The washer leaves grey clumps of lint on the fabrics and it requires scrubbing by hand to get the marks off, even when the clothes are still damp from the washing cycle. I complained to Whirlpool (###-###-####) who sent a technician. He said it was operating properly and explained that the model doesn’t have a lint filter. He suggested keeping the drum clean between washings but it is spotless and still leaves the marks on fabrics. Whirlpool told me they couldn’t return or exchange the washer because it’s operating properly. My opinion is that a new washer under warranty should be able to clean a typical load of clothing without leaving marks and my expectation is that Whirlpool should either provide me another washer of similar size that does clean the clothes or return my money.

      Business Response

      Date: 29/10/2024

      This is a written response to Complaint ID ******** in which the consumer is requesting a refund. We will be reaching out to the consumer directly in order to bring this to a resolution. Thank you for bringing this matter to our attention.

    • Initial Complaint

      Date:07/08/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 took possession of our house July 1st, 2022. The house came with a Whirlpool fridge. Beginning of June of 2024, the fridge stopped working. My husband called and was told to buy an extended service plan to cover the costs of labor and parts for the fridge. We purchased the plan and had the fridge repaired. The repair only lasted a week, and the fridge broke down again. We have been waiting since middle June with no updates and have been told there are no parts available. We were offered the money back for the extended service plan and 20% a new fridge. It has been two months without a fridge. The fridge is still being manufactured and I don't understand why we have to wait for so long for parts. Two months is a long time without a fridge.

      Business Response

      Date: 08/08/2024

      Hello a member of the Whirlpool Canada Executive has reched out and left a message for the customer with their direct contact information for the customer to call back and discuss her situation.  

    • Initial Complaint

      Date:07/08/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 Maytag washing machine, which is under warranty and out of service since June 20, 2024. Despite multiple attempts to resolve the issue, including two service visits, and probably over 10 phone calls the problem remains unresolved due to a part that is allegedly on back order. Each time I contact Maytag customer service, I receive the same unhelpful responses: either a rush order has been placed on the part, or I am told that the part will arrive in 3-4 days. However, almost 2 months have gone by and there has been no progress. The machine has now developed a foul odor and is full of mold, posing a health hazard to my household. **** ********* ** ******** ************. ** **** **** ****** ** ****** ** ***** * ********** ***** ***** *** *** ******* ****** ********* ********** ******** *** *********** *************. ** **** ** * ***** **** *** **** * ******* ***** *** *** **** ******* *** ****** ** ******* ** ** ****** ** **** ** **** **** ** **** ** ******* ** ***** **** ******* ** **** ***** ** ** ***** **** ****** 

      Business Response

      Date: 07/08/2024

      Hello the Whirlpool Canada Executive Office has contacted the customer and left a message on their voicemail with the direct contact information for the agent handling their file to call them back.  

    • Initial Complaint

      Date:01/08/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Whirlpool sent a technician to my ******* house to fix their dryer. He said he was unable to fix the dryer because a thermostat was broken. Then he tried to sell them another unit for $300 that Whirlpool has admitted over. The phone would not work because they can't find the thermostat for it. When I called Whirlpool to ask for the money back or that they fix the dryer, they said they can't fix the dryer because they don't make the part anymore. I ask for the $150 back ******* **** *** *******. **** ********* ***. The $150 was for a diagnostic report. I told him I do not have a diagnostic report. * **** ************ **** ** ****** ******** *** ****** ** ***** ** the thermostat isn't available. In an attempt to source a used thermostat, I found out the machine has four thermostats, so I called Whirlpool and requested the model number of the broken part. Part. They told me they didn't know it but they would contact the technician. Nobody got back to me in 2 days. Days I called back again and are the same line from the supervisor who never got back to me in 6 days. Spent 20 minutes on hold only to have somebody hang up on me. **** ******* ** **** ** *** **** ** *** ******* **** **** **** ** *** *** *****. They are not giving me the diagnostic report. ** ******* *** ******* *** ******** *** **** ****** ****** ** *** * *** ****** **** ** * ***** ******** ** ***** All I want is $150 back or at the very least the model number of the part that needs replacing. **** *** ******** *****

      Business Response

      Date: 01/08/2024

      The technician has been notified to provide the part number needed to the customer. The out of warranty diagnosis fee cannot be refunded.

      Customer Answer

      Date: 13/08/2024


      Complaint: ********

      I am rejecting this response because:

      I am satisfied with the response, however I do not have faith in Whirlpool for following through. Have given me the exact same response every time I have spoken with them. And yet a month later, we still do not have the part number. * **** ***** ** *** ****** ******** ******* ******** * ** *** **** ***** ** ********** ******* **** ********* ** **** **** ****** *** ***** * ***** *** *** ** ******* ******* *** ********* ******* * ******

      Sincerely,

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

      Business Response

      Date: 13/08/2024

      The technician listed the part number as W10625430.

      Customer Answer

      Date: 13/08/2024


      Complaint: ********

      I am rejecting this response because:

      Not rejecting it, but could you please confirm that this is the only part we need. The technician mentioned another part as well. An entire unit of something. Thank you. Thank you.

      Sincerely,

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

      Business Response

      Date: 13/08/2024

      That is the only part the technician listed that is needed. The part number provided shows it is a thermostat.

      Customer Answer

      Date: 13/08/2024


      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

      Date:25/07/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 am writing to file a formal complaint regarding the unsatisfactory options provided by Whirlpool for the replacement of my refrigerator, which has been experiencing severe issues. The refrigerator was purchased on November 10, 2022, and delivered on November 22, 2022. Despite being relatively new, it has significant problems with frost and ice build-up and water leakage from melted ice. This issue has been persistent and is worsening over time, posing a risk of damage to my floor due to the daily water leakage I have to manage with a container. Upon reporting the issue, Whirlpool offered me two options: Replace the refrigerator with the same model for free. However, I am concerned about the quality and potential recurring issues with this model. Additionally, the replacement would take over a month to arrive, during which time the leakage will continue to threaten my flooring. Upgrade to a different model by paying the difference between the MRSP prices. The model I prefer would cost me an additional $1000 based on the MRSP, which is significantly higher than the current retail prices. This pricing seems unfair and unreasonable, given the retail market prices. Given these circumstances, I find neither option acceptable. The prolonged wait time for the same model exacerbates the risk of damage to my property, and the inflated cost for an upgrade is not justifiable. I request your assistance in resolving this matter fairly. My desired resolution is either a more timely replacement with a different model at a reasonable cost or compensation for the excessive inconvenience and potential damage caused by the faulty refrigerator. Thank you for your attention to this matter. I look forward to your prompt assistance.

      Business Response

      Date: 31/07/2024

      Good afternoon,

      The situation has been resolved. 

      The customer agreed to pay the $500.00 upgrade fee and receive a new unit. 

      Please continue to work with ***** to resolve the issue. 

    • Initial Complaint

      Date:25/07/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On June 19th, 2024, I called Whirlpool because my new refrigerator completely stopped working. They said that the warranty period had expired. Nevertheless, the specific model of fridge I bought was reported as having serious problems. In other words, the fridge was defective from the beginning. Whirlpool said that they would send a repairman on June 24th. * **** **** **** **** **** *** * **** **** ** ** ******* * ******* *** * ******. When the repairman came on June 24th, he informed me that he did not bring the necessary parts and would need to order them. He returned on June 27th (eight days after my original call). After three hours of work on the 27th, the repairman declared that the fridge was repaired. ******** * *** ***** ***** ** ***** * ******** ** *** **** ** **. The fridge still had no cooling capacity. I called Whirlpool back. They scheduled yet another repairman for July 10th. They told me that if this repairman did not fix the fridge, I would very likely get a new fridge. The new repairman came on July 10th, but he also failed to repair the fridge. * **** **** ******* * ****** *** ***** ******. I called Whirlpool to complain. *** ***** ******* **** *** **** * ****** ** ****. She said that she would give me a 30% discount on a new Whirlpool fridge to compensate me for my trouble. ***** ******* ** ******* **** *** ***** ****** **** ****** ******* *** *** **** **** *** ******* ** ***** ** * *** ******* ********* ** * ******** ******* **** **** *** **** ***** *** ********** ******** ********* ******** ******* *** ******** ******** ******** * ** ********* ************* ****** * ****** *** *** ********* ******** * ******* ** * ****** ** **** *********** **** *** ***** ***** ******** **** ***** ******** ****** * ******* ***** **** ***** *** **** ***** ** ******* *** *** ** *** ** **** **** ********* ** ***** **** ********** **** ********** 

      Business Response

      Date: 26/07/2024

      This is a written response to Complaint ID ******** in which the consumer is requesting an exchange. We will be reaching out to the consumer directly in order to bring this to a resolution. Thank you for bringing this matter to our attention.

    Whirlpool Canada LP is NOT a BBB Accredited Business.

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