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:03/17/2025

  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.

  *********************************************** sent a technician to repair scratches on my new DCS series 9 built-in grill. Upon opening the unit, the technician discovered rat f**** and urine inside. The technician stated this was not a repairable issue and that Best Buy was responsible. However, Best Buy refuses to replace or refund the unit. Since ***********************************************'s technician confirmed the contamination issue, I am requesting that the company assist in resolving this health and safety matter.

  

  Business Response

  Date: 03/19/2025

  Dear BBB, We have forwarded the customer's information to our customer service manager at our corporate office for handling. Thank you, FISHER & PAYKEL ***

  Customer Answer

  Date: 03/19/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ****
  
   
  

• Initial Complaint

  Date:03/06/2025

  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.

  This case involves a defective range (Fisher and Paykel range RIV3-365) that we bought through ****ersal Appliances for our remodeled home. A few months of using the range, a service call had to be made1st of 4-5 repairs in less than a yr of use. In July 24, I expressed my disappointment to Cust Serv in **, & asked that a case be opened to return the defective unit. It would then be up to me to decide whether Id opt for an even exchange or go w/ a different brand. To accept their offer of a like-for-like exchange would be foolish on my end. The technicians *************** admitted a software issue in the range that they could not resolve. Last month, after a series of emails between a person named ****** from cust serv, a return was initiated. They contacted ********* & issued a credit for the amount that we paid for the range, plus ONLY the fee to uninstall the old unit. **** helped us pick a different range from different brand. Its a **** brand that costs around $11,500 plus tax, install and delivery fee associated with the exchange. Here is where I dont think Fisher and Paykel is doing right by their customers. We wouldnt be here today had they delivered a fully functioning range in the first place. I am not asking to get reimbursed for the price difference between their product and the new range (around $2200). That would not be right. All I was asking is for them to cover ALL fees associated the exchange, We paid those fees already when we unknowingly purchased a defective F&P range. And now that were here, the response from ****** was..If you decide to move forward with a new *********************************************** RIV3-365, there is no additional fee for the complete exchange. So only if we let them keep the sale and risk going through years of inconvenience with their defective product, then they would cover all costs?? Is it too much to ask to at least cover fees for the exchange that we HAD to make? We are owed $498 by F&P, I shouldnt cover their cost of doing bus

  

  Business Response

  Date: 03/11/2025

  Dear BBB, 
  
  Our records show Ms. ***** is upgrading to a significantly more expensive unit, as mentioned in her complaint. Fisher & Paykel can only cover the fees associated with a product of similar value. Had she selected a unit of similar value, the fees we are paying would have covered the entire cost of the exchange. The additional charges are being imposed by the dealer due to the higher cost of the unit Ms. ***** selected.
  If she does not wish to incur additional costs, she has the option of purchasing the same model, or choosing a different brand at the original price point.   
  
  Thank you,

  FISHER & PAYKEL USA

• Initial Complaint

  Date:02/20/2025

  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.

  On 2/11/25, I contacted *********************************************** for assistance on two appliance malfunctions. Following review, they recommended that I book a service call for a tech to properly diagnose & ***air. On 2/13, per email, I was quoted $175+tax for the initial appliance review and an extra $100 for a secondary appliance. I agreed to the price & proceeded to make an appt. (Case Ref: 07740240)On 2/18, a *********************************************** tech came & did a proper assessment with estimate on ***airs to be done. I was satisfied with the service. However when it came time to payment, I was charged $199 for the initial appliance as opposed to the agreed $175. This is reflected in the work summary receipt I received following payment (Appt #: SA-**********). When asked, I was told the increase occurred that very same day - 2/18/25. While he couldn't override fee difference, I was assured customer service should be able to reimburse the overcharge. That same day, I took note to confirm on their website that the service fee for my area was indeed $175 - saved for my records.After calling in, a *** reached out via email following "investigation" (Case ref: *******). The $175 fee was confirmed, so I requested a refund for the $24 overcharge. The *** then backtracked, claiming the fee was actually $199, I was rightfully charged & it increased early February but perhaps website didn't update on time. I informed him I was not made aware & that I shouldn't be penalized by company errors & making me pay after service rendered increased fee without prior consent becomes an issue of fraud. I also requested to talk to a supervisor, since after numerous emails back & forth no progress was made. Perhaps to avoid escalating, he claimed to request refund. However after all of this, I am not confident I will receive ***** be honest, it's not about the $24 but the lack of ****************************** is deeply concerning - particularly for a "luxury" brand. I hope my experience can serve as a buyer beware.

  

  Business Response

  Date: 02/21/2025

  Dear BBB, Our customer service manager has been notified and will reach out to the customer for a resolution. Thank you, ********************** & ******************** ***

• Initial Complaint

  Date:02/17/2025

  Type:Delivery 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.

  Had a RS2484VR2K1-24 wine cooler that was delivered 11/15/2024, it was ordered as a left-side hinge but delivered as a right-hinge model, when I enquired I was told that it just requires a hinge conversion kit (****** I think). The retailer (***********************) ordered the ** to LH conversion kit. When that delivered it was the incorrect kit (LH to ** conversion) Fisher Paykel told the retailer that the correct kit was not available. Since then I have been attempting to get the correct parts both through email and phone calls to F-P as well as through NFM, after four additional kits ordered and delivered, I am still missing one bracket that Fisher Paykel themselves can't identify. I am asking for F-P to pick up the wrong wine cooler and replace with the correct left hinge model. Or, fully refund my money so I can order a different brand with better customer support.

  

  Business Response

  Date: 02/18/2025

  Dear BBB, We have forwarded the customer's information to our **************** Manager for handling. Thank you, FISHER & PAYKEL ***

  Customer Answer

  Date: 02/18/2025

  I spoke with ******* at F-P, she is sending another bracket. If it is the correct one and installed without issue I will then update the complaint to 'resolved'. 

• Initial Complaint

  Date:01/24/2025

  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.

  Dear BBB We purchased our Fisher-Paykel refrigerator model RF203QDUVX1 / BALCB0119, for nearly $4,0000 from DeGroods Appliance, *******************************************. Shortly after purchasing we called them several times over the first year or so with concerns about the VERY strange noises that it would make that seemed to be coming from the ice maker. They continually assured us that it was normal and there was no need for a service call. Ultimately the ice maker stopped working, has been replaced once or twice, new valves have been installed and the ice maker no longer functions. After the last service call in November 2024, it cycled 1 tray of ice and stopped working completely. Our understanding is that ******** service rep **** has been in contact with Fisher-Paykel and that Fisher-Paykel indicated that it could be a manufacturing problem with the way the waterlines shifted during manufacturing and the way insulation may have shifted them to be too close to refrigeration lines causing the line to freeze rather than allow proper water flow. **** shared at the time that there is no in the field fix for this other than to replace the refrigerator. While this is useful information, Fisher Paykel nor ******** have stepped forward to correct the issue and provide a resolution. So the customer is just left with a unit that does not fully function and nobody stepping forward!! So frustrating - please help

  

  Business Response

  Date: 01/27/2025

  Dear BBB, Late Friday the 24th of January, the Manager at **************** submitted their report to our service support team for review. They have reviewed the case, and have approved the product to be replaced. The case has been transferred to our returns department for handling. Mr. ****** should hear something within the next ***** hours on next steps. Thank you, Fisher & Paykel USA 

  Customer Answer

  Date: 01/27/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of replacing the unit would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:12/17/2024

  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.

  Warranty issue with Fisher and Paykel. Because of a parts backorder they decided to replace my machine. They bait and switched me and just sent a credit to ** ******* who originally sold the machine to me who delivered it, looked at original dishwasher and said that they weren't qualified to install it, took it with them and has yet to redeliver. This issue was opened on October 28th and is no closer to being resolved. Fisher and Paykel is now claiming zero responsibility for the issue despite it being a warranty parts replacement and has put me through customer service h*** with pointed fingers between F&P, ** ******* and AM Delivery their contracted delivery source. I just want my dishwasher repaired and the hours of my life back I have spent trying to resolve this issue.

  

  Business Response

  Date: 12/18/2024

  Dear BBB, ************ Service Manager is looking into this. She has reached out to ** ******* and waiting for return contact. Once she has an answer, she will advise the customer. Thank you, ********************** & ********************** ***

• Initial Complaint

  Date:11/25/2024

  Type:Customer Service 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.

  *********************************************** freezer Hello, I purchased a brand new freezer from ***********************************************. on September 26 a technician arrived and ordered a part which took over 3 weeks to arrive. He came back replaced a part and it took 3 more weeks for another part to arrive as that did not fix the issue. He came back again after their appointments take forever to schedule on November 19, my freezer is still not working. now they are taking a week to bring him back to see that problem again and I will wait forever for a part again. The company has no escalation help, no management that can push things faster they ignore your requests. I don't know how to proceed as a home without a freezer for 3 months thus far is unacceptable and especially when it is new.

  

  Business Response

  Date: 12/12/2024

  Dear BBB, We are sorry to hear the customer has had a poor experience. We have forwarded the information to the national service manager in ****** for assistance. She should be hearing back from them soon. 

  Thank you, Fisher & Paykel ***

  Customer Answer

  Date: 12/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********* Topos
  
   
  

• Initial Complaint

  Date:11/06/2024

  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.

  ********** is under a 5 year warranty. I called for service covered under the warranty in September. A technician came on October 11. He diagnosed the problem and, he said ordered the necessary part to be delivered to my home "in about a week and a half". No part has arrived. I called the service line twice, most recently on Nov. 1st. I was promised they'd get back to me. They have not. I have been without a functioning dishwasher for almost 2 months. No visit is scheduled. I want this dishwasher fixed or replaced within 2 weeks.

  

  Business Response

  Date: 11/07/2024

  Dear BBB, We have forwarded the customers information to our **************** Manager to make contact with the customer for resolution. Sincerely, ********************** & ******************** ***

  Customer Answer

  Date: 11/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ********
  
   
  

• Initial Complaint

  Date:10/18/2024

  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.

  During a kitchen remodel, a fisher and paykel dual drawer dishwasher was installed. Upon first use I noted the sound was loud when using the bottom drawer. A ************* tech came and tried to fix it, it was a bit softer but still loud. I also noted upon use a 60 minute cycle took 2 hours and 10 minutes. A few months later, when running one of the drawers, the empty drawer took on water as a result of running the full drawer (about a cup of water would remain at the bottom of the drawer). This caused mold to grow in the drawer while on vacation. I scheduled a tech to come out and address the long cycles and residual water in unused drawer. After 3 visits for this issue, no resolution was found. The tech did adjust hoses but this did not fix the issue. The unit still runs long and residual water remains in the unused drawer. The technician, at one point, told me the unit should be replaced and that i Should be aggressive when talking to Fisher and Paykel. I asked him to make that recommendation to them and he said, I cant, Ill get in trouble. This is coming from a man who had fixed this brand exclusively for 9 years. An independent source came to review the unit, and upon LISTENING ONLY, he could determine the problem, for both issues, was the main power board that controls the drain pump. Since the pump is not working correctly, the cycles take longer and water remains in the drawer.

  

  Business Response

  Date: 10/18/2024

  Dear BBB, Our customer service manager has reached out to Ms. ****** and is working on a resolution. Sincerely, FISHER & PAYKEL ***

• Initial Complaint

  Date:10/17/2024

  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.

  Since installed September 2021, our drawer dishwasher has had to be serviced 4-5 times for the same electronic issue. We would like replacement drawers if the problem isnt permanently solved this time as we believe the drawers are defective. We told the repairman that but he always insists it is our fault, overloading, wrong detergent, etc.I had FP dishwasher drawers in ******************* for years and we never had an issue so I know how to use them.Permanent fix, replacement drawers or refund.

  

  Business Response

  Date: 10/18/2024

  Dear BBB, our customer service manager has been notified of this complaint and has reached out to the customer. Thank you, ********************** & ******************** ***

  Customer Answer

  Date: 03/12/2025

  -Why you are rejecting the business' response
  THEY HAD IT REPAIRED IN OCTOBER, BUT IT WAS NOT A PERMANENT FIX BECAUSE IT HAPPENED AGAIN TODAY.
  
  WE DESERVE A PERMANENT FIX. WE HAVE NOT HAD A SINGLE YEAR OF RELIABLE SERVICE FROM THIS FAULTY APPLIANCE. IT HAS BEEN SERVICED NO LESS THAN 5 TIMES FOR THE SAME PROBLEM, EACH TIME WE WERE GIVEN A DIFFERENT REASON. 
  
  WE TOLD THE REPAIR PERSON THE ***** WERE DEFECTIVE BECAUSE NO ONE COULD PERMANENTLY REPAIR IT AND NO ONE KNEW THE REASON WHY IT HAPPENED. 
  
  ??THE RINSE DISPENSER ON THE BOTTOM UNIT HAS NOT DISPENSED ANY LIQUID SINCE LAST REPAIR IN OCTOBER LEAVING GLASSES SPOTTED
  
  desired resolution
  PERMANENT FIX, or
  NEW REPLACEMENT ***** INSTALLED, or
  FULL REFUND TO PURCHASE ANOTHER BRAND
  
  .  Letter sent too ******* 3/6/25
  
  Hi *******,
  I am reaching out to express my deep frustration and disappointment regarding the recurring issues with my dishwasher installed in September 2021. Despite previous attempts to resolve the problem, I find myself dealing with the same malfunction yet again.
  
  When I invested in this appliance (cost $2012.75), I expected reliability and quality. Instead, I have been met with repeated breakdowns, service calls, and continued inconvenience. A dishwasher is meant to simplify life, not create ongoing stress and disruption.
  
  *******, seriously If you were in my positionconstantly dealing with a faulty appliance that should function seamlesslyyou would surely understand how exasperating this situation has become. Exactly how many times does Fisher Paykel believe is normal for a new dishwasher to breakdown and not be considered defective and unreliable? Service persons have been dispatched no less than five times, always giving a different reason for the same breakdown.
  
  I am beyond frustrated that I have had to escalate this issue once more. I trust that you will take this matter seriously and ensure a definitive resolution. I would appreciate a prompt response with a clear path forward, as I can no longer accept temporary fixes or repeated service visits for the same issue.
  
  I look forward to your swift attention to this matter.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 03/13/2025

  Dear BBB, we have submitted this information to our customer service manager for response. Thank you, FISHER & PAYKEL ***

  

  Business Response

  Date: 03/17/2025

  Dear BBB, Our manager has been in touch with the customer. She understands her install must be corrected and will hire an installer to assist her. She is to reach out to our customer service manager if she continues to have issues after the install is corrected and they will discuss a solution. Thank you, FISHER & PAYKEL ***