ComplaintsforFactory Direct Appliance

• Initial Complaint

  02/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We bought a ********* Dishwasher with an extended warranty from Ferguson/FDA on 8/15/20. While under warranty, November 1,2021 the dishwasher quit working. When Ferguson came out (Nov 11), they indicated the Sump and Motor Assembly, and the motherboard had gone out. The total cost of parts replacement is $****** and labor is $******. Ferguson agrees this is covered under the warranty. The problem is they cannot get the parts to fix the dishwasher and can't give us an estimate on when they might.I spoke with ********* corporation on Dec 28, and they say because we bought the extended warranty through Ferguson and not *********, there is nothing they can do. When we bought the warranty, we were led to believe it was a ********* warranty, but it was not. ********* has a policy that if parts can't be found in 30 days, they replace the dishwasher. But, I was not given the option to purchase the ********* warranty. Now I have a dishwasher that doesn't work, and an extended warranty that is worthless. I feel I have been patient with Ferguson. I spent the better part of Dec 28 on the phone talking to Ferguson customer service and was told by their rep Kelly that my case had been sent to the "Executive team" who would reach out to me in 24-48 hours. I called back on Dec 29 and was told no one on the executive team was available to talk to me. I was told an email would be sent to the executive team letting them know I would like to speak with them. It is Dec 31 and I have not heard from the executive team, but Customer called saying they were still trying to get parts but had no ETA.I feel Ferguson should replace the dishwasher since it has been 2 months since it broke. And, I feel how they represented the warranty was deceptive and misleading. If I had the ********* warranty, I would have a dishwasher by now. ********* told me Ferguson should have offered me a choice according to their agreement as a supplier of ********* products.Any help would be appreciated.

  Business response

  02/21/2022

  Business Response /* (1000, 5, 2022/02/03) */ One of our branches in **** received this complaint when it was for my branch in **********. Here is our response: Sheri ****** is now taken care of. She has received a replacement dishwasher as of 1/18/22 and she is satisfied with the service we have provided. The extended warranty company that we contract through, ********, has terms and conditions that were being followed. Unfortunately due to the parts shortages that we are experiencing across the country, parts for her dishwasher were unable to be procured currently. She was given two options by ********, either wait for the parts or they would give her the extended warranty money back to her, nothing for the dishwasher itself unfortunately. That is due to ********* terms and conditions. Sheri first got a hold of me when I returned from vacation on 1/3/22. This was the first I had learned of the issues. I immediately started a conversation with ******** and ********* to try to find parts. It took some time for them to come up empty and get the same answer, wait or she can have the extended warranty money back. Eventually I was able to convince ******** to split the cost of a new dishwasher with me and we got her new dishwasher installed on 1/18/22. As for the customer stating they were led to believe the extended warranty was through ********* and not Ferguson, that is very much not the case. No where do we advertise that we offer manufacture extended warranties. We only offer extended warranties through third party companies, i.e. ********. No seller is allowed to sell manufacture extended warranties, those must be purchased directly through the manufacture. All in all, Sheri is happy and taken care of. I apologize for the late response on this, I just received it a couple days ago from the **** branch. Thank you, Dustin ********* Branch Manager Consumer Response /* (2000, 10, 2022/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, Dustin was able to facilitate getting us a replacement dishwasher, and he was wonderful to work with. I am satisfied with the outcome and the dishwasher. Dustin was professional and sincerely seemed to care about resolving the situation. I agree with everything Dustin wrote except for how the extended warranty was presented to us at the time of purchase. Dustin is correct that the salesman did not say this was a ********* warranty. He actually didn't specify one way or the other who the warranty was through. He just asked if we wanted to purchase one. Yes, we naively assumed it was a ********* warranty. We certainly weren't told it wasn't nor that we had the option of going through ********* for the warranty. I feel this needs to be made clearer to customers as it does seem a little deceptive if only through the omission of information. I was not aware of the practice of contracting third party companies for extended warranties and I doubt the general public is either. Thank you for taking the time to look into this matter. Sincerely, Sheri ******

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