ComplaintsforNational Platinum Service

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a ** washer from Lowe's on ******* that was delivered & set up on ******. Everything was fine till the last week of December, so just shy of 5 months usage before breaking down. ** is supposed to cover all repairs & ******* for one year from purchase. We contacted the ** warranty number & was referred to ******** ******** ******* at the first of 2023 & finally got a date & time scheduled for the ******* call, with the closest ******* office being ******** ** about 70 miles away. Upon inspection the ******* guy says parts would need to be ordered that should take 3-5 days to come in. Next contact says parts would be in *** ****. Next contact says they are back ordered. Next contact says they might **t shipped Jan ****. We keep **tting the run around. My wife & I are handicapped seniors that have difficulty **tting out to **t groceries let alone trying to take clothes to a laundry mat to wash. The washer's model * ** ************ & the serial # ** *********. ** warranty # is ###-###-#### & the ******* ******** number is ###-###-#### & area code ***** directs number then. A confirmation # I was initially given was *********. Please can someone help us **t a definitive answer on **tting this repaired, because going a month without our washer is unacceptable. Thank you.

  Business response

  01/19/2023

  Dear Mr. *****, 
  
  
  We are very sorry to hear about the unfortunate situation regarding your washer repair. Upon checking the work order and the notations, it looks like we sent a technician out to diagnose the unit 3 days earlier than what the warranty had originally set you up for. The technician found the user interface and mode shifter defective on the unit. We ordered both parts. Our parts do usually take three to five business days to arrive. However, one of your parts was in back order (mode shifter). Unfortunately, as our representative tried to explain, we do not have control over backordered parts. These come from the manufacturer. However, upon checking the status, the reason why the ETA is Monday, it looks like the part shipped out today ********. When the parts ship, they're usually here within 2-3 business days. Monday is the last day that the part should be in our hands. We will definitely keep in touch with you regarding the arrival so we can set up an appointment for the same day if possible, if not the next day. We are more than happy to fix your washer as fast as possible. We just need to be prepared with both parts to make this happen. Thank you so much for your understanding and we look forward to speaking with you, as soon as the part arrives. Kind regards.
  
  
  Thank you

  Customer response

  01/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought washer at ***** with extended warranty. The extended warranty expires **********. I contacted them ****************. Does not show up when they are scheduled to. Will not call me back.

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/02/03) */ Hello Mr. *****, We do apologize about any miscommunication or inconvenience encountered. I did see notes where we were playing phone tag. We do our best to answer and return all calls as quickly as possible. Further looking into the dispatch it seems like there has been some delay to your repair due to the availability of the part. We do have part in stock at the moment. After confirming with our representative it seems they have got you scheduled for ******** for repair on your washer. Once again we do apologize about any inconvenience caused on our end. Consumer Response /* (2000, 8, 2022/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Business Response /* (1000, 9, 2022/02/08) */ Correction on the response. We received a special note from your extended warranty company that they gave you a buyout option on **********. And informed us that we have to stop all repair-related services and if we do not follow their direction, it can be a claim fraudulent repair since the repair of your unit was resolved by a buyout. Therefore, no further service can be provided, according to your extended warranty company policy. We hope enjoy your new unit.

*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. ↩