ComplaintsforWhisperKOOL Corporation

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Had WhisperKool Split System **** stop working. Contacted WhisperKool and they gave me the phone numbers of 2 service companies to contact for diagnostics and repairs.Called the company, technician showed up 4 hours later without any tools said AC FAN Motor is not working and has to be replaced for $1,2000 labor only fee. His service call of 2 minutes was $185. I contacted another number WhisperKool gave me and they said it is going to cost $280 to replace. I contacted WhisperKool to let them know that first technician was overcharging and to ask them to buy the motor from them. They stated they do not have this motor but third party companies sell them and gave me the serial number of the motor. I bought the motor for $150 which had 10 day return policy on it. I after that contacted second technician WhisperKool recommended and he never responded to my calls or texts for few weeks.After a while I just found random HVAC technician in ******* who came in checked the unit stated that it was wiring on the Fan switch, fixed it all in 10 minutes charged me $85 and left.I called WhisperKool to tell them that in the Case they opened for me they gave me terrible technicians and also I am stuck with a motor I can't use and do not need. I asked them to refund me $335 for all the wrong recommendations and parts, not even mentioning weeks of the time I spent on this calling and waiting.Their service rep told me they can't do that since there is a disclaimer that no matter who they recommend it is not their responsibility.I told the rep that I chose them as a company because they claimed they had a great local support. I told her that no one read to me or mentioned any disclaimer that whatever they tell me is irrelevant and does not mean anything. Overall terrible service and misrepresentation to get you to buy their product and later on not take any responsibility.

• Initial Complaint

  05/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Slimline wine cellar cooling unit from WhisperKool on April 20. It was installed in my cellar by a licensed *********. The unit was blowing warm are from day and failing to cool the room. WhisperKool told me to let it run a week. No change. The alarm on the unit woke me twice, indicating it was failing to achieve the desired temperature. A WhisperKool representative explained to me by phone how to silence the alarm--by tricking the unit into thinking it had achieved the desired temperature. I hired a certified HVAC technician to inspect the unit, who confirmed it was defective. WhisperKool still won't take back the unit unless I pay them $2,000 in advance for a "warranty replacement agreement"; if they determine the unit is working, I would lose my $2,000. They should stand by their equipment, send me a replacement, and take back the defective unit for free. I am sensing a fraud.

  Business response

  05/24/2023

  4/21/23: International Wine Accessories ordered a Slimline LS system for their customer *******************. We drop shipped this system from our warehouse to their customer, **************,  address.
  
  5/12/23: A support ticket was created by the end user, *******************, regarding his Slimline-LS (SN#A123395) system that he purchased through International Wine Accessories. He advised that the unit was not cooling. Contact was made by our CS representative, ********, and *** responded, stating the system had been installed for a week and was installed by his *********. *** continued to advise that the system did not seem to be blowing cold air.
  
  5/15/23: *** advised he had a technician come out and open the system (against our warranty policy) and they determined it had no refrigerant. *** then told our customer service representative that he wanted to return the unit for a different kind of unit that would work for his cellar. However, *** purchased this system from IWA (International Wine Accessories), which our customer service representative informed him of. *** would need to go through IWA to initiate a return and purchase of a new system. 
  
  5/16/23: ***** from IWA (International Wine Accessories) called in and stated their customer (*******************) had contacted him and informed him the unit did not cool. ***** wanted to know if the system was still within the warranty period and if they could authorize to have a technician add refrigerant to the unit. We informed them that this system is under warranty and that to initiate a warranty claim, the proper warranty requirements would need to be met. This consisted of being provided photos of the installation of the system to verify it was installed according to our manuals specifications as well as temperature readings from the system to verify the cooling issue. If we can confirm that the system was installed correctly and that there is indeed a cooling issue,the customer would be able to receive a warranty replacement via a deposit.These warranty expectations are listed on our website, our Terms &Conditions, and our Warranty Policy.
  
  5/18/23: ***** from IWA submitted the photos of the installation and the temperature readings we requested on behalf of his customer, *******************. The temperature readings showed that the unit was not cooling; however, the photos showed that the Slimline-LS system was mounted on the low end of the cellar and exhausted under a staircase which did not provide adequate ventilation to the system and voided the warranty due to the incorrect installation and application of the system. We advised ***** from IWA of these issues and, out of courtesy, approved the warranty replacement of the system per our warranty terms which clearly states a deposit is required to be paid. Once the system has been returned, evaluated by our team, and the customers claim verified, the deposit would be refunded.
  
  5/19/23: ***** from IWA requested we advise the customer of these warranty requirements. He also advised that he now thinks the customer (*******************) wants to return the system for a refund instead of a warranty replacement. Our representative then replied, stating that any return request would need to be initiated through IWA since the customer (*******************) purchased the system through them and not our company.
  
  5/22/23: ******************* reached out directly to **, advising that he was upset regarding the required deposit. This complaint was brought to managements attention and ultimately, we were authorized to waive the required deposit and provide a replacement system at no cost.
  
  5/23/23: ******************* responded advising that we destroyed 2 weeks of his life, and he alerted BBB and AMEX regarding this issue. He stated that he was going to dispute the charges and that it would be no problem as she has done it multiple times before. We informed him again that we authorized the no-charge replacement. We also advised that if he wants to return the system for a refund,he will need to initiate that request through the Distributor he purchased the product from (International Wine Accessories). We made ***** at IWA aware of the conversation that was had with his customer (*******************). We have yet to get any response back from ********************
  

  Customer response

  05/24/2023

  I am rejecting this response because:

  The response says on the one hand, that ***** at IWA must initiate the refund request, but on the other hand, that they haven't heard directly from me. Which is it? This appears to be another stall tactic. I have clearly articulated my desire to return the unit, both to WhisperKool on the phone directly and to *****. And I presume ***** has communicated the same message to WhisperKool. At this point, WhisperKool should send me instructions on how to return the defective unit and refund the $3100 charged on my Amex card. Yet they are insisting on more communications.
  

  Hal
  

  Business response

  05/26/2023

  RMA# ***** has been created for this return. A return label has been created and is being emailed to ***** at IWA. It is also attached to this claim. Refund for the system will be initiated by ***. Please reach out for any further questions. 

*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. ↩