ComplaintsforDomestic & General USA

• Initial Complaint

  07/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Have put in two repair requests and both where cancel and no one can tell me why. Now I had to place another repair request and now will be without my oven for over a month. This is ridiculous I pay for a warranty every month and when I try to use it my appointments keep getting canceled. I had a repair set up for today 7/29/24 and was told no such appointment existed when I have screenshots form their website showing I did and when I was on the phone with domestic and general they status of todays appointment just all of a sudden changed to canceled.

  Business response

  08/01/2024

  Dear **************************************,
  
  We would like to formally apologize for the inconvenience and poor experience you have had with the repair process thus far. We have reviewed your file, and we do show that there was one cancelled service appointment, reference ID *************. We did reach out to the service provider, who states the repair ticket was closed on the servicer side without a listed reason, to which we do apologize that we cannot provide further detail into why the order was cancelled.
  
  We have confirmed that the second repair ticket issued (reference 7670-10781825) which is scheduled for 8/5/2024 between 8AM and 5pm. The servicer will contact you if a sooner date or repair does become available.
  
  Sincerely,
  Domestic & General Customer Support Team

  Customer response

  08/01/2024

   
  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

  07/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On May 7, 2024, I called Maytag for a clothes washer repair. I was told that I had a options to sign up for Maytags Repair and Protect plan. I signed up with 12 months at $31.99 monthly - Plan Number DG000004212930 (Exhibit 1). On 05/13/2024, a technician came out and diagnosed the problem, which required part W11135391 (Console) and W11429620 (Cntrl brd) (Exhibit 2). We were told they were on back order, 3 to 6 weeks.On July 3, I received a voicemail (phone transcription attached-Exhibit 3), stating the parts were no longer available, even after searching nationwide, so the contract would have to be cancelled. I then received an email dated July 3rd, confirming the cancellation, (Exhibit 4). It should not have taken almost two months to come to that conclusion. I have searched the internet for both parts and find that they are readily available (Exhibit 5 & 6). I can only conclude that the price of these two parts are more than the annual premium ($383.88), before the labor and service call.In my opinion, this is a very deceptive and unethical business practice.

  Business response

  07/25/2024

  Dear *********************,
  
  We would like to formally apologize for the inconvenience and poor experience you have had with the repair process. While we do understand that you have been able to locate the needed parts for your repair, we are unable to allow for consumers to source their own parts as they required to be OEM certified and obtained from a manufacturer approved source. Per our partnership with Whirlpool, we must allow for either the servicer, or Whirlpool (as the manufacture) to obtain all parts for repair to ensure they are OEM certified.
  
  The parts needed for your repair were unable to be located by your servicer, and a request for part assistance (commonly referred to "expart") was submitted to the manufacturer per standard process. On June 10, 2024, Whirlpool determined that the console needed (W11135391) was not available from any source they utilize, and no ETA could be provided for a possible restocking. Due to this outcome result on the expart search, your appliance was determined to be non-repairable on the first service attempt for the reason of parts cannot be sourced.
  
  Per the terms and conditions of the Repair and Protect plan that you had purchased, if the appliance is determined to be non-repairable on the first service ticket, the plan will be cancelled and refunded back to the date of purchase. We sincerely apologize for your experience with Domestic & General. 
  
  Sincerely,
  Domestic & General Customer Support Team

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Kitchen Aid refrigerator Model # KRMF706EBS05 from Kitchen Aid and took out an extended warranty 11 months later with Domestic and General. The icemaker does not work and hasn't worked since the first 11 months. I have called for service techs a minimum of 12 times. So many times that I have lost count. When they come in they ask if I know what has been replaced or repaired because they say they have no records to go by. They have been out replacing different things during those 12 to 15 visits and still here I am ***************************************** replacement. I have asked how long must this continue until you finally decided to replace my fridge and the warranty company says the tech has to declare it unable to repair, but the tech tells me the warranty company must declare it unable to repair I have missed numerous hours of work to run home for the tech with the window for showing up being a 4hr timeframe. When these techs arrive. they have also pulled out my refrigerator and scratching my LVP flooring that was put in my new home the same year that I purchased my refrigerator. It has become a circus with a whole group of clowns. Please help, there has already been enough money spent on the tech trips (how he stays in business) my lost wages that another entire refrigerator could have been bought. Not including what it is going to cost me to repair my floor

  Business response

  07/25/2024

  Dear *************************,
  We would like to formally apologize for the inconvenience and poor experience you have had with the repair process. Due to multiple failed services, we have authorized you to seek your own estimate from a reliable servicer of your choice. We have additionally made contact with Whirlpool to seek assistance with opening a damage claim to address your floors accordingly.
  We strive to provide you with a better experience with your current repair, and any future repair needs that *** occur. We again sincerely apologize for your experience with Domestic & General thus far. 
  
  Sincerely,
  Domestic & General Customer Support Team

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an extended warranty through this company since April 23rd,2024. To be exact for the past 86 days. I got this warranty because my washer was not working properly and I was advised that if I were to get the warranty then I could have my washer fix or replaced. Since the start of the warranty I had 1 repaired made, but it did not fix the issue. Therefore the technician who came out to service my washer advised me that another part had to be ordered to be able to fix the other problem that I was having with the washer. That part has now been ordered THREE times. The first 2 times the technician came with the part and the item came damaged so he was not able to do his job. He has now ordered this part for the third time (July 3rd). There is no tracking information or estimated time of delivery for this item. I have been more than patient and have had to go to the laundry mat since APRIL because this company has not fixed my washer. I have not been given any other alternative for this problem that is clearly not mine. I would like to cancel this warranty and also be given the money I have put into it already without any penalty or be given another washer as a replacement. How much longer am I to wait to have a washer that works? I am constantly doing laundry due to having a newborn. Again I would like to state that this has been an ongoing problem since April 23rd without any resolution. Terrible customer service and no compassion for their customer. I need an alternative. I need a washer machine that works since this is why I got this warranty to begin with.

  Business response

  07/18/2024

  Hello ******,

  Domestic & General has received the notice of your filed complaint to the BBB and has reviewed the details of your case. To satisfy your requested resolution, we are approving your product for replacement. The replacement will be a new appliance of the same or similar make, value and technical specification as your covered product. Our customer support team will reach out with any required next steps in the next ***** hours. Domestic & General strives to provide a great customer experience and we sincerely apologize that we fell short during your repair journey. 
  Sincerely,
  Domestic & General Customer Support Team

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I would like to file a formal complaint against *********************************************** (D&G; phone # ************), which is a Repair and Protect Plan provided by Whirlpool for my side-by-side refrigerator. I signed up for the plan (#******) on 6/6/24 when refrigerator broke 6 months past warranty. Heres what happens next:6/7/24 A technician through Total Appliance Solutions came to do diagnostics and found out that a fan was broken, causing the refrigerator to stop cooling. He needed to order the part and come back to replace the broken fan. We informed the technician that we would be out of town for the next two weeks, and he told us to schedule the installation as time gets closer. 6/26/24 I called D&G to schedule a follow-up appointment for 7/3 to replace the broken fan.7/3/24 On the day of appointment, Total Appliance Solutions called to cancelled the appointment because the technicians car was broke and rescheduled it to a week later on 7/9.7/9/24 On the day of the rescheduled appointment, the technician came but did not have the part (a new fan) with him. He apologized and said he needed to order the fan and informed me that it would typically take a week. After the part arrives, I may schedule yet another appointment for the installation. I have been in contact with D&G throughout this process and asked to cancel the service plan so that I could hire someone else to repair the refrigerator. D&G consistently denied the request, repeating that this is a one-year commitment. With early termination, the settlement fee will equal the unpaid monthly installments ($38.15 per month). In other words, no early cancellation allowed. I have been charged two months for D&Gs service plan that fixes nothing, and I am not allowed to cancel the plan because of the minimum "one-year commitment". When there's no service provided, I do not see how this is fair to me as a consumer. Please investigate D&Gs malicious policies to their customers. Thank you!

  Business response

  07/19/2024

  Dear ********,

  We would like to formally apologize for the inconvenience and poor experience you have had with the repair process. Upon updated communication, service has been successfully rendered on the appliance on July 17th, 2024. We do apologize for the delay in resolution and restoration of your appliance to a working order. We strive to provide you a better experience in the future, should your appliance require additional repairs.
  
  Sincerely,
  Domestic & General **************** Team

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My name is ***************************. I am requesting help on April 17, 2024 I purchased a warranty through *********************************************** for a Maytag washer Model C465HW2 Series C938-31397 for the price of $383.88 for a 12 month period. This would include repair parts and labor. The insurance includes monthly payments of $31.99 plan number DG000391395. When I was sold the warranty I was told by the sales person and in the contract that if the machine washer was not repairable it would be replaced. On April 19,2024 a service technician examined the washer and said he needed to order a part and would come back another day to fix it. He returned and fixed the part and the washer continued with the same problems. Since April 19, 2024 two different technicians have come to service the washer at least 10 times. Today July 2, 2024 a technician came out and said that many parts on the machine have been changed and to let the warranty company know. When I called the warranty company today they told me the technician needed to make that decision. As you may understand I would like assistance in having my machine washer replaced or having the warranty contract canceled as they are attempting to charge me for a whole year but are not fixing the washer. I am forced to go to a laundromat to wash for over two months and pay for this service that is not honoring their contract.

  Business response

  07/10/2024

  Dear ***************************,
  Domestic & General has received the notice of your filed complaint to the BBB and has reviewed the details of your case. To satisfy your requested resolution, we are approving your product for replacement. The replacement will be a new appliance of the same or similar make, value and technical specification as your covered product. Our customer support team e-mailed you with the next required steps on Friday, July 5th. Domestic & General strives to provide a great customer experience and we sincerely apologize that we fell short during your repair journey. 
  Sincerely,
  Domestic & General Customer Support Team

  Customer response

  07/14/2024

   
  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. I am waiting for them to bring me a washing machine replacement.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a claim under the warranty. they sent out a technician who claimed to order the part. An extended period of time has gone by with no response from the technician or the warranty company. Every time i speak to them they claim they are trying to reach the technician.

  Business response

  07/02/2024

  Mr ******, 

  We would like to formally apologize for the inconvenience and poor experience you have had with the repair process. After discussion and review with our leadership team, we did approve to move to replacement of your appliance on June 27. It was disclosed to by yourself on the outbound call that service had been successfully rendered on the appliance the day prior (6/26) and the need to replace was no longer present. We do apologize for the delay in resolution and restoration of your appliance to a working order. We strive to provide you a better experience in the future, should your appliance require additional repairs. 

  Customer response

  07/02/2024

   
  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

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been having an issue with my Whirlpool refrigerator for the past several months and have contacted domestic and general at least 8 or 9 times. They have sent out 3 different appliance repair companies which have come out at least 12 to 13 times altogether. They have replace the freezer door and many other parts of the refrigerator and it still has not been fixed. I have spoken to a supervisor on 2 or 3 different occasions and they have not been helpful at all. They keep telling me that the technicians need to come out and try to repair the refrigerator and if they are not able to repair it, the will replace it with a new refrigerator. The last technician that came out said they need to replace 3 more parts and that I had to empty and defrost the refrigerator for 72 hours. I called domestic and general and asked them what I was supposed to do wihtout a refrigerator for 3 days and they responded "that is not our problem." I have a 82 years old sick mother living at home with me and she needs medication that needs to be refrigerated. I have been very patient with this company but it seems that they really don't care. I would like some assistance to be able resolve this issue as soon as possible

  Business response

  06/24/2024

  Dear *****,
  Domestic & General has received the notice of your filed complaint to the BBB and has reviewed the details of your case. To satisfy your requested resolution, we are approving your product for replacement. The replacement will be a new appliance of the same or similar make, value and technical specification as your covered product. Our customer support team has sent an e-mail detailing the next required step. We sincerely apologize for your experience with Domestic & General. 
  
  Sincerely,
  Domestic & General Customer Support Team

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing urgently to address the inaccuracies on my credit report resulting from the sharing of my personal information with credit bureaus, which has caused significant financial and emotional distress.Under 15 USC 1681 Section 602, I have the right to financial privacy and expect my information to remain confidential.Additionally, under 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot share account details without my explicit consent, which I have not given.The discrepancies associated with DOMENGYNCG have negatively affected my financial situation and require immediate correction.Furthermore, compliance with 15 USC 1666(b) is essential, as it prohibits creditors from treating credit card payments as late under certain conditions.For your reference, here are my account details:Account Number: *****************I request a thorough review of my account, prompt correction of the credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns promptly may result in legal action. I appreciate your immediate attention to this matter.Sincerely,*********************

  Business response

  06/20/2024

  Thank you for contacting Domestic and General. We have searched our records and cannot find a customer by that name or with that address, phone number, or e-mail. We believe this complaint may have been submitted to the wrong company by mistake. If this was not submitted in error, please reply and provide account details or information to assist us with identifying your account. Thank you.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The gasket on the fresh food section of my refrigerator is coming off. It has been an issue since April. I was told that they needed their repair man to come and look at it before they ordered a part. He hasnt come but I have called him several times. I was told last week the part was on back order. I was told today that the repair man doesnt have to come out and look at it before the part is ordered. I get a different story, it seems, every time I call. The gasket is barely hanging on. The repairman doesnt come to my area except on Thursdays and he will absolutely not come out here any other time. I will probably have to purchase a new refrigerator this week because if it comes completely off , my refrigerator will be useless and I will also lose all my food. I want full payment for a new refrigerator and this one repaired

  Business response

  06/13/2024

  
  Thank you for bringing your concerns to our attention. We apologize for the inconvenience caused.
  
  As we understand, it appears that the gasket was installed but due to the removal of tape before the gasket could shape correctly, an additional appointment is required to complete the repair. The technician has attempted to reach you on several occasions without success. To ensure that your refrigerator is repaired promptly, we kindly request that you contact the service technician at your earliest convenience. We are committed to resolving this matter as quickly as possible and appreciate your cooperation.

  Customer response

  06/13/2024

   
  Complaint: 21827668
  
  I am rejecting this response because:
  What they said is not true.  A lady from Domestic and General called yesterday and claimed the repairman had the parts and would be coming to fix it. I called him and he said that he didnt have any parts and that nobody from Domestic and General had contacted him.
  Sincerely,
  *************************;
  *********************

  Business response

  06/24/2024

  Dear *************************,
  
  We sincerely apologize we haven't been able to locate the gasket needed to repair your refrigerator in a timely fashion. Because of the part delay and repair experience, your appliance has been approved for a replacement. You will receive additional information within ***** hours concerning the next steps in receiving a replacement appliance.

*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. ↩