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Business Profile

Household Appliances

WDC Kitchen & Bath

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for WDC Kitchen & Bath's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 17 total complaints in the last 3 years.
    • 4 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 type

    • Initial Complaint

      Date:03/25/2025

      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.
      We purchased a dishwasher from WDC which stopped working during the warranty period. We worked with the appliance maker (Thermador) who were unable to resolve the issue and repair the unit, so they authorized us to get a replacement through WDC. WDC told us we could only replace with the same unit, which we were okay with, and even agreed to pay more for. Then they kept telling us the replacement unit was on backorder. After three months we went ahead and purchased a dishwasher elsewhere (it had been six months since the dishwasher broke down, without a dishwasher). After we purchased the new dishwasher, Thermador contacted us and said we should have been able to purchase ANY dishwasher with the refund amount, and should not have had to wait for the same unit (which was not on backorder from other retailers). Thermador also said WDC should issue us a check for the refund amount. After several more conversations with WDC, they finally agreed to issue a check. I asked them if they would take the old dishwasher, which we had been storing in our garage. WDC said they would charge us $189 to take away the old dishwasher, I said never mind we will dispose of it then, and they did not reply. I just contacted WDC again (two weeks have passed) about the refund check. They told me they won't issue a refund until we return the broken dishwasher, which we just had hauled to the dump.

      Business Response

      Date: 03/26/2025

      Good day,

      I do not disagree with this complaint as it was a internal miscommunication after reviewing the information I have issued a full refund in the amount of $500.00 due to the error committed by my sales team Robert my store manager is reaching out to client today to verify.  The refund check will be sent out by end of the day 03/28/2025 in the amount of $500.00 to Address on file, and I do apologize for any frustration & inconvenience this issue has caused.  I wish you all the best and would like the opportunity to make it up to you on any future needs you may have, please keep my name in case you need anything further.

       

      Much appreciated

      C*** *******

      Projects Officer

      WDC Kitchen & Bath Center

      Customer Answer

      Date: 03/26/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID 23115651, and find that this resolution is satisfactory to me.

      Regards,

      E******** *******




















    • Initial Complaint

      Date:11/18/2024

      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.
      On 1/05/2022 I bought a $6,599 Thermador double oven from WDC Kitchen and Bath Center at *** ******* ****, Oxnard, Ca 93036. ###-###-####. I had also bought an extended warranty. Dates running from 5/17/2024- 5/17/2028. The oven stopped working in mid August 2022. I contacted the store for assistance. Unfortunately I was not informed about the warranty or referred to Customer Service, which led to significant delays in addressing the issue. Since then, the experience has been nothing short of frustrating. After numerous delays and rescheduling from the warranty provider, Active Appliance, and them refusing to work on the oven, they denied me the coverage, a technician from Thermador who finally visited, could not resolve the issue. The parts were installed but the technician could not identify the problem. Despite having a warranty and waiting for months, my oven remains nonfunctional. I have left numerous messages on Customer Service texts, emails to their Customer Care and Marketing Dept with no response. I’ve been asking WDC to take immediate action to resolve this complaint, but to no avail. I made a Yelp review and the response was to contact Customer Service.

      Business Response

      Date: 12/04/2024

      Good day,

      Please see attached invoice signed by this client as to our terms and condition which state:  To the extent that any merchandise or product is covered by warranty issued by a manufacturer. Warehouse Discount Center has no responsibility and assumes no responsibility for the terms and conditions of the warranty.  Any and all such warranty issues should be and must be directed to the particular manufacturer. 

      It is unfortunate to see that they claim they were unaware of the warranty procedure as it was fully explained, and they signed and initialed the terms and condition (see attached) to that effect in addition to purchasing additional coverage. After researching this through the warranty claim it suggests this client had called a 3rd party service provider to assist them when they first encountered a problem without 1st contacting the manufacturer to process the warranty claim which is why the manufacturer rejected the warranty claim as product had been tampered with by a 3rd party service provider, why the manufacturer originally denied the coverage.  When we tried to explain this to the client, they became upset, and we were told by this client not to contact her again unless it was to replace her item and that she would be suing us which is when we ended all communication with this Client.  Per our terms and conditions Warehouse Discount Center acted within our contract terms and are still more than willing to try and assist this client with their claim through the warranty provider but client insists that this is some fault by Warehouse Discount Center which it is not.  We are still willing to assist as there may be a way to attempt to resolve this matter through the warranty provider, but client has only been open to having Warehouse Discount Center to replace the product which is not an option as we have no responsibility to do so.

       

      Thank You

      C*** *******

      Project Officer

      Customer Answer

      Date: 12/05/2024



      Complaint: 22567858

      I am rejecting this response because:

      Thank you C*** ******* for showing me the “terms & conditions” of our warranty. 
      ‘Again, I called WDC to ask about help in finding out about getting our $6000 double oven fixed. It was the SALESPERSON who could/should have asked “did you purchase it here, when did you purchase it, it may still be under warranty, who sold it to you, let’s check it out, we actually have a customer service that may be able to help you, did you purchase an extended warranty? None of that. (Buy the way, customer service is a voice mail)

      AGAIN, yes you can show me all the stuff Donald signed. But honestly we spent $14,000 on a whole lot of appliances which was overwhelming but the sales person was super happy.

      Frank &Sons was suggested by WDC salesperson. A person came out and did not “tamper” but diagnosed. Nothing was removed, nothing was worked on, nothing was replaced nothing was done. I had the guy just leave it out, as I had thought it would be easier for the next person would find it easier to work on . 

      Now it seems ACTIVE APPLIANCES is now calling themselves WAREHOUSE DISCOUNT CENTER. A new name! . I’ve come to find out that WDC does not use  ACTIVE APPLIANCES now WAREHOSE DISCOUNT CENTER and now uses Allstate for their Extended Warranty Services. 

      I do have Thermador customer service, who I now trust only to help me with this debacle. It’s a huge disappointment that WDC, could not do  better with the  customer service dept  or their salespersons. But thanks for showing me all the fine print, C*** *******. Great customer service. Take no responsibility for anything. Blame this on the customer. 



      Regards,

      B**** ******





























    • Initial Complaint

      Date:10/22/2024

      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 bought the stove on 6/30/22 I paid 2,089.99, I have called more than 7 times and they haven't fix it they told me i had to call the Gas company because it had a leak so I called the gas company and they came and said it was leaking to much gas,Every time they come they make it worse.We haven't had a stove since June 2024 to now 10/22/24.

      Business Response

      Date: 10/31/2024

      Good day,

      I have attached the original invoice signed by this customer as original purchase date is 1/18/2021 not 2022 as stated.  With this invoice it includes the signature and the initials of said customer as to our terms and conditions. See bullet point Manufacturers warranties as WDC Kitchen and Bath center has no responsibility as all merchandise comes with a 1 year warranty through the manufacturer and this customer purchased an additional warranty as all actions would be the responsibility of that warranty company.  All product issues, repairs, or replacement is at the discretion of the Manufacturer or the extended warranty company which we have directed this customer to those facts several times.  We are more than willing to help them navigate that avenue of resolve, but WDC Kitchen and Bath Center has no responsibility or ability to make decisions to the actions of responsible parties.  If you need more information or if they wish to reach back out to us, we are more than willing to assist them in navigating the options they have with the manufacturer or warranty company.

       

      C*** *******

      Projects Officer

      WDC Kitchen and Bath Center

      805-222-1380

      [email protected]

       

      Business Response

      Date: 10/31/2024

      I have attached the original invoice signed by this customer as original purchase date is 1/18/2021 not 2022 as stated.  With this invoice it includes the signature and the initials of said customer as to our terms and conditions. See bullet point Manufacturers warranties as WDC Kitchen and Bath center has no responsibility as all merchandise comes with a 1 year warranty through the manufacturer and this customer purchased an additional warranty as all actions would be the responsibility of that warranty company.  All product issues, repairs, or replacement is at the discretion of the Manufacturer or the extended warranty company which we have directed this customer to those facts several times.  We are more than willing to help them navigate that avenue of resolve, but WDC Kitchen and Bath Center has no responsibility or ability to make decisions to the actions of responsible parties.  If you need more information or if they wish to reach back out to us, we are more than willing to assist them in navigating the options they have with the manufacturer or warranty company.

       

      C*** *******

      Projects Officer

      WDC Kitchen and Bath Center

      805-222-1380

      [email protected]

    • Initial Complaint

      Date:04/09/2024

      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.
      WDC oxnard, Ca. sold me a refrigerator which is a lemon. WDC will not take responsibility. I've been in contact with them and their customer service dept. and no deal.

      Business Response

      Date: 04/17/2024

      Good day, see attached sales invoice and delivery receipt as per our terms and conditions signed and initialed by this customer. All product related issues are the sole responsibility of the manufacturer as they offer a 1 year warranty with the option to purchase a 4-year extended warranty that was offered at time of purchase but was declined by this customer. Again, all issues related to the product are the manufacturers responsibility and customer should be directing any issues directly with them.  WDC Kitchen and Bath is a retailer/dealer only and has no involvement in the assembly or quality control of product as why the product comes with a 1 year manufacturer warranty offered Soley through the manufacturer which we clearly state in our terms and conditions.  If you need anything further, please do not hesitate to reach out to me.

       

      Thank you, 

      C*** *******

      SPO

      Customer Answer

      Date: 04/17/2024



      Complaint: 21551995

      I am rejecting this response because: the refrigerator came damaged. The damaged was repaired, but the technician who came to repair it damaged the rails on the freezer door. WDC does not want take responsibility. 

      Regards,

      R****** ********





























      Business Response

      Date: 04/18/2024



      We delivered and installed the refrigerator with no damage whatsoever. You agreed the product was in good condition, no damage and working to your expectation when our team left per the delivery document you signed. We also provided images of the completed installation showing no damage. The damage accidental or not, undoubtably happened after our team left the property. We are happy to assist you with coordinating service with Samsung, however, you will need to arrange for payment with them directly.

      Sincerely,
      The WDC Management Team

    • Initial Complaint

      Date:01/22/2024

      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.
      We purchased a GE Cafe 48 inch built in refrigerator 3/11/2020. We paid $9141.38 for refrigerator, 5-year extended warranty, & installation. The refrigerator stopped working (it is not cooling) in September 2023. Over the last 5 months they have sent out a repairman three different times. The business name is WDC (warehouse discount center) appliances located in Oxnard. I have spoken customer care & the store manager in Moorpark (the main store. this is who they sent me to). I do have the names but saw your request not to provide personal information. Now when I call the receptionist asks who she is speaking with, places me on hold, & then comes back and says they are not available and sends me to their voicemail. Neither employee is returning my calls. I have left at least 3 voicemails. The number associated with the account is (SAP) 507288.

      Business Response

      Date: 01/22/2024

      To Whom it may concern,

      While we sympathize with Sandra Payne, her issue is with the Manufacturer and the extended warranty company per our sales contract please see attached invoice where Sandra Payne signed our terms and conditions of the contract.  WDC Kitchen & Bath has no responsibility in terms of the manufactures warranty, or a 3rd party extended warranty as WDC Kitchen & Bath is a retailer only as per our terms and conditions that Sandra Payne signed at time of sale, unless unit is defective at time of delivery WDC Kitchen and Bath has no authority to replace or repair as per or contract terms all issues regarding product warranties are that of the manufacturer or the warranty provider. 

    • Initial Complaint

      Date:12/18/2023

      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.
      On October 8th I purchased a washer and dryer from WDC in Moorpark. The washer and dryer were delivered on October 17th. After only a few days of using the washing machine it started to malfunction. There was a dE2 error message on the front panel and the washer would not start. After turning it off and waiting a few days it started again. This happened multiple times. In addition on two occasions the clothes were still soaking wet after the cycle ended. I called WDC and tried to speak with someone about the situation multiple times but no one returned my calls. I had to go into the store and speak to someone. They finally sent someone out to fix the problem. He said it was a defective door panel board and he replaced it. The washer worked fine for a few weeks but now the same error message comes up and the washer does not work properly. I was sold a defective washing machine and nobody at WDC is willing to take responsibility. I paid $2,293.74 for a working washer and dryer set free from any defects. The problems started at the very begining. I have called multiple times and have only been able to speak to Kyle once who told me there is nothing he can do. It took the Manager John a week to return one of my calls. The customer service is non-exsistant. I have asked multiple times to return both the washer and dryer since they are a set. I do not want a defective washing machine. I also do not want to ever deal with this company again.

      Business Response

      Date: 01/05/2024



      WDC is a retailer for many manufactures, and as such we sell and install their products; however, we do not have any involvement in the manufacturing of, service or the warranty process.  The products you purchased are covered under full manufacturer warranty. If you are unhappy with the performance of the machines or service provided by the manufacturer, your complaint should be directed to the manufacturer directly. Again, WDC does not have any involvement in the manufacturing or warranty process.  If you would like us to assist you and escalate your dissatisfaction with the manufacturer, we are happy to help.


      WDC Management

    • Initial Complaint

      Date:10/17/2023

      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 purchased a Samsung microwave and extended warranty from WDC Moorpark in 2021. The microwave stopped working about 7 weeks ago. Three trips by repair technicians and new parts have failed to get it working with the exception of 4 days after the parts were installed, after which it failed again. The last repair technician visit was one week ago. There appears to be no communication between the extended warranty company and the repair company hired by them. Besides being without the appliance for 6 weeks plus, waiting for the technicians to show up three times within their scheduled 3 or 4 hour window has been a major inconvenience. WDC is unwilling to do what I feel is the right thing - refund the purchase price as specified in the contract for a non-repairable item so we can move on. I will purchase a new microwave elsewhere as I no longer want to deal in any way with a company that shows so little disregard for its customers. We have purchased 5 appliances from them in the past few years - 4 major - and they do not appear to care about our dissatisfaction.

      Business Response

      Date: 10/20/2023

      Hello, 

      We are sorry to hear that you are having a problem with the Samsung microwave you purchased two years ago.   As the retailer WDC sells products from many manufacturers; however, we do not have any involvement in the manufacturing of, service or the warranty process.  We are more than happy to work with Samsung (the Manufacturer) and the extended warranty provider on your behalf if you’d like.  Please contact us at 888-487-2298 or by email at [email protected] and we will have a senior care specialist dedicated to assist you. Thank you for choosing WDC; we wish you a wonderful day.

      Customer Answer

      Date: 10/20/2023



      I am rejecting this response because:

      The demands on me and my time and the inconvenience of losing a daily use appliance for seven weeks plus are excessive and unreasonable.

      I gave the repair company three opportunities to repair the unit. They failed. I have no confidence that a fourth attempt would result in a permanent fix.

      Each visit by a repair technician requires that I block out an entire morning or afternoon to wait for them. The first time they called me two hours before the appointment window even opened, which was the result of an error on their end. The second appointment they showed up at the end of the window. On the third appointment the arrival was 30 minutes after the end of the appointment window. So each visit takes up perhaps 30 or 60 minutes of the repair company's time but 4 or 5 hours of my time.

      In each case I got the soonest possible appointment. The first appointment took place more than a week after the unit stopped working. The second appointment took place three weeks later because they had to order parts. When that failed to keep the oven functioning beyond four more days, the next appointment took another week plus. The technician could not get the microwave to work. I called a week later and no one knew anything.

      The salesperson strongly suggested that I get the service contract. He was paid and WDC was paid to sell it to me. They should take ownership of an extended warranty that imposes a clearly unreasonable burden on the customer.


      Regards,

      D***** *******





























    • Initial Complaint

      Date:10/09/2023

      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 an appliance from the business that is the subject of the complaint. The appliance is a GE wall mounted double oven identified as GE #JK******NSS. The date of sale was March 4, 2023. SAP customer ID LUI********* and SAP no: 605822. The total cost of the appliance including tax, warranty, and surcharges was $3151.01 The first issue occurred within the first month which was the lower oven slide racks were binding on the sidewalls and not moving freely even though this was a new appliance. A service tech was dispatched and evaluated the problem and noted the issue. He believed the problem was the racks were defective and order new racks. Rack problem continues. Then on Wednesday October 4th, as my wife opened the lower oven door after preheating to use the oven, she heard a crack sound and looked down and saw that the inner glass had cracked in several places inexplicably. I looked at the door and the only thing I could think of was the glass was defective and not of a heat resistant quality to withstand heating and possibly temperature differential of being exposed to room temperature upon opening. That's just personal observation. Whatever the reason, this appears to be a defective product and I no longer have trust in the product and believe any repair solution might yield the same result at a later time. I expressed my concerns to the business reps at WDC Kitchen and Bath center. They seemed unwilling or unable to offer any solution other than to contact GE to send a replacement glass piece to install in the oven. This is not a problem that should have occurred in an essentially brand new appliance. I owned a GE single oven before that was put in by the builder of our home during new home construction and that oven lasted 24 years without issue, which was mainly why I chose the GE brand to purchase new this year. I would either like to return product for a full refund or use the purchase funds towards another brand if refund is not possible.

      Business Response

      Date: 10/20/2023

      Hello, 

       

      We are sorry to hear that you are unhappy with the GE wall oven you purchased from us.  WDC displays and sells products from many manufacturers; however, we do not have any involvement in the manufacturing of, service or the warranty process.  The oven you purchased is under a full factory warranty backed by GE (the manufacturer).  You also have a protection plan on this appliance backed by Allstate, you should be in good hands.  We are more than happy to work with GE (the Manufacturer) and the extended warranty provider (Allstate) on your behalf if you’d like.  Please contact us at 888-487-2298 or by email at [email protected] and we will have a specialist dedicated to assist you.

      Customer Answer

      Date: 10/20/2023


      Complaint: 20705605

      I am rejecting this response because:

      I am not objecting to the response given by the business as they are correct about the warranty and sales matters. What I am objecting to is the approach they took before now to address my concerns. They did not offer to work with GE on my behalf, not offer a dedicated special assistant to resolve the issues. This was a new appliance that had a factory/manufacturing defect where it was beyond repair. This business left it up to me to address the problems with GE directly. They had a complete hands off approach even though I paid them(WDC) the $3100 for the defective appliance. So it was that business practice that concerned me because it involves a complete replacement or alternative appliance offer to resolve the matter. In my own work with the GE tech, they have identified and determined that the issue is beyond repair. The tech has passed on that determination to their engineering division. From this point, if they can just acknowledge my concerns and continue with their offer to assist, I would accept that as a resolution. Thank you. 
      Regards,

      L*** ********




























      Business Response

      Date: 11/16/2023

      Hello, 

      Mr. E*******’s rejection is unjustified, and deceitful.  His rejection states WDC did not offer to work with GE on his behalf, yet his original complaint states: “I expressed my concerns to the business reps at WDC Kitchen and Bath center. They seemed unwilling or unable to offer any solution other than to contact GE to send a replacement glass piece to install in the oven.”  WDC’s representative did in fact offer to assist Mr. E*******, however, Mr. E******* only wanted to hear one solution, and that was that the oven would be replaced.  When Mr. E******* did not receive the only solution he wanted, he became loud and obnoxious with one of our female customer service representatives threatening to file the complaint if she did not exchange the product.  We are sorry Mr. E******* experienced these issues with the GE wall oven he purchased.  However, WDC is not the manufacturer, nor do we have any involvement in the warranty process, we only assist in facilitating the process on behalf of our customers.  It is probably in the best interest of all parties for Mr. E******* to shop elsewhere in the future.

      WDC Management.

       

      Customer Answer

      Date: 11/16/2023



      Complaint: 20705605

      I am rejecting this response because:the WDC management has misrepresented my complaint and I have attached copies of the communication between their customer care rep and myself. You'll note that I am expressing respectful and legitimate concerns. What they also failed to mention in their response was that GE (Manufacture) has rendered the appliance I purchased at WDC Appliance store Moorpark as defective beyond repair. It was only through my own efforts that the proper analysis and determination was made. My understanding now is that GE has offered a dealer credit for the appliance to include the cost of the unit for a replacement product of my choosing, and includes all delivery, install, and removal of the defective appliance. If this retailer, WDC Appliance Moorpark, carries out this service, I will promise that I as the customer will no longer give them my business. They do not seem to have any capacity to self examine their customer service and satisfaction efforts. I would also like to receive some compensation for my time and trouble in resolving this issue on my own. I must mention that they have been contacted by the GE manufacturers headquarters executive office and this retailer is now finally trying to offer me support and assistance by Maritza in customer service. That too, I had to initiate myself. Thank you. 

      Regards,

      L*** ********





























    • Initial Complaint

      Date:08/23/2023

      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.
      Hello, In May of 2020 my husband and I purchased a washer and dryer from the WDC location in Oxnard, we also purchased the Extended Warranty to cover any issues the washer or dryer could possibly have. About 5 months into having the washing machine it developed issues (off balance issues etc..) since then I can’t even tell you how many issues have went on with this machine. They have replaced a few things, it still leaks water, stays on one cycle for two hours and does not drain completely. I have made many calls complaining to the business and all they do is send a company out that takes about three weeks to come out and diagnose. In some cases they have to reschedule the appointment not to mention there is alway a language barrier and not everything gets fixed on the machine. All I am requesting is for a replacement so that way I didn’t have to go as far as filing a complaint. Being that I run a business and due to sanitation situations I cannot be without a working washing machine. Please if any questions or concerns feel free to contact me. Regards, D**** ******

      Business Response

      Date: 08/25/2023

      D**** ****** – Service History for Samsung Washer WF4******AV -- 8/25/2023
      To Whom It May Concern,

      Below are the relevant terms and conditions as outlined on every sales invoice which the customer had agreed to at time of sale with signature.

      TERMS & CONDITIONS
      Agreement to Terms and Conditions: Warehouse Discount Center and Purchaser agree to all the terms and conditions set forth in this invoice with respect to any merchandise/product purchased by the purchaser.

      Manufacturer Warranties: To the extent that any merchandise or product is covered by warranty issued by a manufacturer, Warehouse Discount Center has no responsibility and assumes no responsibility for the terms and conditions of the warranty. Any such warranty issues should be and must be directed to the particular manufacturer.

      Purchaser agrees to indemnify Warehouse Discount in full for any damages or liability that it incurs relating to the delivery of any merchandise or product that is caused by any negligence or omission on the part of the purchaser.

      Returns: Returned products must be in brand new condition with all packaging, product literature and blank warranty cards enclosed in the exact condition in which you received them.

      No returns accepted after 30 days from the date of delivery to the purchaser. Product that has been used or installed is non-returnable/non-refundable.

      Attorneys' Fees: In the event Warehouse Discount Center incurs attorneys' fees or court costs to enforce purchaser obligations under this invoice, then Warehouse Discount Center shall be entitled to recover its reasonable attorneys' fees and court costs from purchaser.

      The following is a summary of notes regarding the above-mentioned claim:


      Service Ticket #1
      Customer received Samsung Washer/Dryer on 5/15/2020, initial care ticket submitted the following day; issue was a kinked water hose and team worked to have our own installers return to fix, which they completed 5/22/2020. The day before, on 5/21, customer informed CC that unit is shaking around, so our team also ensured Shipping Bolts were removed and unit was Leveled.
                  Post-service follow up, customer said unit still shaking and wants to replace unit. Under Manufacturer’s Warranty, service by certified technician must be scheduled to diagnose and attempt-to-repair the unit; Service Quick was assigned to the case by Samsung, and completed work 6/3/2020.
                  Post-service follow up, customer said unit still shaking and wants replacement; per Manufacturer Warranty, service needs to return as tech notes from previous visit “detected no issues”. WDC installers went to customer’s home to verify this is not an installation issue, which they did, and Service Quick was again dispatched to diagnose. Prior to the scheduled date, customer canceled service and demanded a new unit; she reported that she had been told by Samsung that it is up to WDC to exchange, and customer hung up call to CC (on 6/12/2020).
                  Replacement of the unit under Manufacturer’s Warranty is not WDC’s sole responsibility; Samsung must approve to take the unit back, and WDC can facilitate that process. Canceling service to resolve an issue is seen as Refusal of Service by the Manufacturer, and is a sure-fire way to cease progress on an active claim; i.e. they would not approve the exchange of the unit unless a certified Tech were to deem the unit irreparable, and if the proper steps were taken in that direction, which at this time they were not.
                  CC called and left messages for customer from this date until 7/14/2020 when ticket was closed out after verifying notes with Tech from Service Quick that “they completed the repair. Calibrated it and gave customer education at the first service call. On 6/18/2020 no defect was found, documented with tech support.

      Service Ticket #2
      At this point, no further communication with customer until 1/18/2023 when new issues arose and customer began seeking service through Extended Warranty with Assurant. Symptoms for this ticket: Power/Start button, Sometimes unit stuck on cycles and not powering off, Buttons sometimes work and sometimes don’t, Wash cycle not completing properly.
      Active Appliance dispatched for 1/25/2023, Tech said issue was with Motherboard and replacement of this part should fix issues; Tech suggested if these parts don’t fix problem they would seek cash-out. 3/3/2023, service completed. Post-service follow-up was unable to contact customer again after leaving 3 voicemails with no response, ticket closed 3/14/2023.

      Service Ticket #3
      New CC ticket received 6/28/2023; Customer said similar issues as before; washer moves around room, doesn’t stop properly during cycles, leaking, power button not starting. Service scheduled with MGR for 6/30/2023 to diagnose and order parts. Service with parts completed around 7/10/2023,
      CC Notes: s/w Donna - service came out but she is still having issues. when she pushes the start button the washer delays. i advised i can set up another appointment as she is under the EW and they would need the technician to deem the unit not repairable. She said she is tired of having issues with this machine and will be contacting the BBB. I did try and apologize for her frustrations but customer hung up - technicians notes from MGR state "they replaced the control panel"

      CC Manager advised that ticket could be closed as customer was non-responsive at this point on 7/13/2023.

      Ticket #4
      New ticket received 8/18/2023, customer said similar issues, cycle not completing, not turning on from time to time, cycle takes too long, etc. Intro call same-day confirmed the issues and Case Manager called back 20 minutes later to begin scheduling service.
      CC Notes: Called Donna and I did let her know that I would schedule the service for her unit as she was going through the extended warranty. She said she washes everyday as she has 8 kids she needs to was and was getting upset with me as I was not doing my job and she said that we need to get out S*** together and cursed.  
      Case manager had Assurant dispatch to Total Appliance who scheduled service 8/31/2023. Case manager followed up with Total and was able to have them move service up to 8/28/2023.
      CC Notes: Called Donna and I did let her know that there was a cancellation for the 28th as I told her that I took that appt for her as she said that she has to pick up a little girl in Ventura at 12pm so she hopes they can go out there before she leaves, She also did let me know that she made a complaint on the better business bureau so we should be expecting something 

      Customer Care team is currently set to follow-up after service on Monday with customer and Technician to see if issue is resolved, parts being ordered, etc. If issue is not resolvable, we can request escalation with Assurant, and see how they are willing to assist our mutual client, Donna.
      Despite this Residential Appliance being used for Commercial Purposes, incurring presumably heavier usage than is typical in a residential setting, WDC has been active in facilitating service and repairs through the Manufacturer Warranty and Extended Warranty periods.


      Thank you!

      Customer Answer

      Date: 08/29/2023



      Complaint: 20507207

      I am rejecting this response because: I feel that every time someone comes out to repair washer it never gets corrected/completed, therefore the issues on the machine continue to gets worse overtime and therefore machine is not usable.. this is not normal that this situation is constantly happening and interfering with daily life routines.. I am not asking for monies in return just a machine that works. I can reassure you that WDC has definitely lost a customer as well as the entire family .. 

      Regards,

      D**** ******





























    • Initial Complaint

      Date:04/27/2023

      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.
      On 12/31/2022 we purchased a LG dishwasher. Since then we have had 3 service repairs and the dishwasher is still not working. Once started it quits operating about a half hour into the process, which means it doesn’t go into the dry cycle and water is at the bottom of the dishwasher stagnant. They sent LG repair person out and he replaced the control panel did not bother to go through an entire cycle and is telling the store that The appliance itself is working as designed. That simply is not the case. WDC is simply not backing up their product and is claiming that LG is responsible. We are requesting that this dishwasher be replaced with another as it is clearly defective. I have been in contact several times with WDC customer service. B****** who is the person I have been in contact with refuses to call me but repeatedly text me with no resolution

      Business Response

      Date: 05/04/2023

      This customer reached out to our Customer Care team originally complaining about the dishwasher door not latching in a closed position.  In our experience we’ve found that this issue is often caused by an obstruction and not a malfunction of the product or craftsmanship.  Our VP of Sales arrived at the customer's house and found that the dishwasher racks had been adjusted in a way that was preventing the door from latching completely.  He adjusted the racks to their proper position which resolved the issue, and the door was able to latch properly and perform as designed.  He did educate the customer on how the racks can be adjusted and how to avoid this issue in the future.   He also sent Protech Installation to the customers home to tighten the installation screws for added stability.  

      When the customer reported that the dishwasher was not drying, a service technician was sent out by LG. This was the first service call for the unit. The technician replaced a part, tested the unit, and reported that it was working as designed. After the customer informed us that this was not the case, we let them know that we would reach out to the manufacturer to schedule a second service call under the manufacturer's warranty, which the customer declined. 

      To be clear, the customer did not have three service calls they only had one.  The “how to use the racks” instruction given by our VP of Sales so they would not obstruct the door, is not a service call.  The Installation company we sent to the customers home to tighten up the installation screws for added stability is also not a service call.

      LG provides a manufactures warranty guaranteeing they will fix or replace this merchandise if they are unable to repair it under their warranty.  They do hold the right to exercise their warranty, however, the customer is refusing to allow this process.

      Customer Answer

      Date: 05/04/2023



      I am rejecting this response because:  we absolutely did not decline for a repair person to come out again. 
      and if the original installation had been done properly, meaning the rack adjusted the way it should have been and the side of the dishwasher to be screwed into the side of the cabinet then perhaps we would not if I had that issue. Communication between LG and DWC and our selves is terrible. We absolutely did not decline service for the dishwasher. That is an outright lie. And if the original installation of the dishwasher had to been done properly, meaning the racks adjusted the way they should have been and the one side of the dishwasher to be screwed into the side of the cabinet that would not have been an issue either. Communication between DWC , LG and ourselves has been horrible

      Regards,

      E***** *******




























      Business Response

      Date: 06/02/2023



      We understand the service process can be frustrating. As the retailer, we can only respond with the information that is provided to us by the LG service technicians. As of now, we have *** from LG assisting with your dishwasher issue. Our main goal is to ensure that you receive top-quality service and products, and we're committed to resolving this issue as soon as possible.

      Sincerely, 
      WDC Management Team

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