ComplaintsforGE Appliances

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is two different situations that are the same. On July 19th, GE Appliances delivered a dishwasher and a microwave. They were unable to install the appliances due to me not having them before, so the delivery person told me they will be refunding me the amount of $318. I also called and also got an email confirmation about me receiving the refund, but up to this date I have not received the refund. I also have been trying to get a refund of the dishwasher by returning it due to conflicts with space in our kitchen, we decided not to keep the dishwasher. I have called multiple times but keep getting transferred to other people that did not know what to do and then got transferred to a number that only give me options for service repair for appliances, and not for any form of customer help related to my situation. I want to return the dishwasher and have a complete refund but GE Appliance making this difficult due to their inability to provide a customer service that can handle many situations under one number but having to keep changing numbers. the amount of the installation is $318 but the dishwasher is around $600, but not completely sure. I placed the order but the total was $1588, that was including the microwave and installation cost. Im only looking for a resolution to the return and refund of the dishwasher and the refund of the installation that never took place for both appliances.

  

  Business response

  08/02/2024

  Thank you for the opportunity to review Complaint ID# ******** 8/1/24.
  
  A member from our DTC team will reach out to the consumer as soon as possible to arrange the return and reimbursement of the consumer’s dishwasher.                     
  
  GE Consumer Relations

  Customer response

  08/02/2024

  
  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,
  
  ******* *******

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a washer and dryer from ****** home improvement in July 4 2024 it was delivered in July 5 2024 the washer wouldn’t drain, spin, and lid wouldn’t lock on July 13th I reached out to GE they scheduled me a service appointment with a company named ********* told me to give that company 48 hours to contact me gave them 48 hours and I didn’t hear from that company called GE back they send * *** * ******* company out they came out next day said I needed three parts 2 of the parts shipped next day and the other part was in back order waited a week never got a shipping email on the part that was on back order I called GE back on July 29th spoke with consumer relation they found part and shipped it overnight to me and I received it on Wednesday was told by GE to call one part got delivered and they would get someone to come out and fix washer called GE on July 31st they told me it would be August 21st before someone could come out and put parts in washer so I bought a brand new washer in July 4th and couldn’t use it and still can’t use it they offered me a one time $75 well I have been to laundry mat a total of three times so far and have spent $40-$50 each time plus I live in rural area so I have to drive about 20 miles to get to one then they offered me an additional year warranty in washer I’m thankful for all of that but I paid $1755 for a washer and dryer and I can’t use the washer that’s a problem I called back on July 31 spoke with another supervisor explained it all to her well she was trying to get me an exchange but she says because of the area I live in they don’t have any servicers that could bring me a new washer I said well just pay me out of this washer and let me go get another one she said they couldn’t do that so here I am stuck with a washer that I can’t use can’t get a replacement because of the area I live in and they want pay me out of the washer so I have paid for something I can’t use got a warranty plus and additional extended warranty

  

  Business response

  08/02/2024

  Thank you for the opportunity to review complaint ID: ********

  I'm sorry to hear of the trouble this consumer has had with her washer as well as getting service completed in a timely manner. 

  I tried reaching out to her to discuss this further, but I had to leave a voicemail. 

  We will continue to reach out until we have reached a satisfactory resolution to her complaint. 

  Customer response

  08/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: I called the consumer back no answer I left an voicemail and have not received a call back as of yet
  
  Sincerely,
  
  ****** *******

  

  Business response

  08/05/2024

  Thank you for the response regarding complaint ID: ********

  We spoke with the consumer on Friday, August 2nd and offered to refund her purchase price for the washer.  She is going to mail in her original serial sticker and has agreed to dispose of the appliance.  

  We will mail the check as soon as the serial sticker has been received. 

   

  Customer response

  08/05/2024

  
  Complaint: 

  I would like for the case to remain open until I receive the refund. I mailed the sticker that they requested on Saturday and sent them a copy of the tracking number. The sticker is suppose to arrive to GE today.

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 2024 my dryer was not heating , had G.E. at the house for a repair through an extended warranty I paid for . ( 500.00) took them 1 month with parts , when the installer got here for repair he damaged the mother board and now the dryer is broken again , they do t know when this new part will come in , I’m a 76 year old women that now has been going to the laundry mat to do my clothes and I’m still getting a run around from this company , can you please help , if they don’t know when this part is coming in I expect them to replace this dryer for me at no cost to me .

  

  Business response

  08/05/2024

  Thank you for the opportunity to review complaint id#******** dated 7/31/2024

  Please be advised that I tried to reach the consumer on 8/5/24 but unfortunately, I was unable to do so and had to leave a voice message. Consumer is welcome to return my call to the number left on their voice mail and I am happy to discuss further.
  
  Please contact me if you have any additional questions regarding this matter.

  Customer response

  08/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a GE washer from ****** on February 19, 2024 for around 700 dollars with hook up parts and delivery fees. The washer quit working/broke on June 3, 2024. I contacted GE repair. They sent out a service man. However, none are in my area so couldn’t come til June 13th. Came assessed the problem. Came back to change part about a week later didn’t fix the problem. Told me to call GE and ****** to see if I could get a different washer/help with getting one that’s working. Called GE they set up for a different repairman the next week. When they contacted me it was a totally different company and GE obviously didn’t communicate with them. Cause he came to assess the problem and didn’t even know another company had been at my house the week before ordered a gear box. Waited a week for parts. Came changed gear box and speed sensor. Needed a shifter had to order. Came on July 30th replaced shifter. Still not working. Sent in an order for a motor. I realize when all is said and done I will basically have a new washer. But it’s ridiculous to be without one for over 2 months before it’s fixed simply because GE doesn’t want to send a new one. They could have taken it repaired in the shop and resold I’m sure. Why should I be without a washing machine that I paid way to much for that long. And all they can offer me is $50 for laundry fees, which by the way for a family of 4 one trip to the laundromat is around $40. I just want them to replace my washing machine. This is ridiculous.

  

  Business response

  07/31/2024

  Thank you for the opportunity to review Complaint ID# ******** 7/30/24.
  
  I spoke with the consumer on 7/31/24 and agreed to replace her washer with a brand-new unit at no charge.                     
  
  GE Consumer Relations

  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,
  
  ****** ****** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought Haier 15.0 cu. ft. Counter Depth Bottom Freezer Refrigerator in Stainless Steel, Internet # ********* ***** * ********** ***** *** * ********** ***** ** *** *********** from **** ****** and was delivered Nov 11, 2023, HD ORDER ************ Within first week, frig would rattle when compressor comes on. GE sent repair crew who finished tightening compressor bolts since they were left lose during production. Fast forward to a month ago, pulling out the veg drawer, the drawer roller popped out on right hand side. Looking at the tiny screw holding the roller, you could see screw threads were full of plastic from the plastic side wall it had been screwed into. e.g. it stripped out the plastic where it can not be screwed back in. I filed a warranty claim, and received a schedule repair date. That day, came and went, an no one showed up. I call GE to be told that was because my frig was out of warranty. I had to prove to them, it was still in warranty. I then received text message from repair asking for pictures. Once I sent pictures, they deemed frig not-repairable. Told me I had to contact customer relations it get it replaced. I did contact, and got case number 072374143, they said repair had to come and look at. Said they open another repair ticket. Later that day I got text from repair saying they had no one with skills to look at and repair. Hearing nothing from CR, I reached out again. They told me they had 48 hours to find new repair people. That was last week, well past 48 hours. I have wasted enormous amount of time trying to get GE to honor the warranty. I do not see a way to fix. It's a bad design. Little screw into plastic wall is not going to support much weight. Sad, I had bought a lager version of same model in 2016, and it's better built. Guess they get cheaper at making products as years go on. Either replace, or refund the money.

  

  Business response

  07/31/2024

  Thank you for the opportunity to review Complaint ID# ******** 7/30/24.
  
  I spoke with the consumer on 7/31/24 and agreed to replace his refrigerator at no charge.  The refrigerator is on backorder for about 2 weeks.                     
  
  GE Consumer Relations

  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.

  I do hope GE can resolve the issues I have listed where no future customer has to waste as much time as I did to resolve a warranty claim.

  e.g.

  * No one showing up for scheduled appointment, nor anyone notifying customer. (customer should never be left believing someone is coming to fix when there is not)
  

  * Repair deeming product out of warranty when it was not. (Again, no followup with customer from GE or 3rd party repair)
  

  * Customer advocates being diligent in communicating with 3rd party repair, rather than making customer be the go between.

  e.g. GE and whoever they higher to do warranty work need to talk with each other, and not make customer do all the freaking work. Then someone needs to communicate to customer.

  * Customer advocates need to be just that, and be advocates, rather than treating customer as a bother.

  * Customer advocates should be willing to discuss process and procedures with customers
  

  * Should be some way customers can escalate warranty issues without having to open a BBB complaint.
  

  If any additional issues arise, I will reopen this complaint.
  
  Sincerely,
  
  ******** ****** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Technician ******** ***** has unsuccessfully repaired my washing machine (5 attempts and currently will be the 6th attempt in August 2024). I have had this washing machine less than 1 year and repairs were required in less than 6 months of owning this unit. I am requesting this unit to be replaced with a new one. This technician is not experienced enough to resolve repairs on the first attempt, causing me to take off work, causing me a finanical hardship, and the likeihood of being fired from my employer. Also, I am starting a new job on August 1st and requested this company to provide repair services on a Saturday, but they refused. I need them to repair services on a Saturday or pay for another company to repair my washing machine due to them sending out an inexperienced technician, causing me to take of work 6th times because the repair was incomplete, and to replace washer with a new one.

  

  Business response

  07/31/2024

  Thank you for the opportunity to review complaint id********* dated 07/30/2024. 
  Consumer’s replacement model has been processed. The delivery company will contact them once they have the unit. 
  
  Please contact me if you have any additional questions regarding this matter.
  
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  GE Appliances Bought dryer on or about 2/2/23 Dryer broke down on or about 12/20/23 For 8 months I have been calling GE APPLIANCES to try to get my dryer repaired under my manufacturer's warranty. I have had technicians visit my house at least five times maybe more. They are still wanting to come to my house and try to fix the dryer 8 months later. The technicians come in and look at my dryer for about 5-30 minutes. Sometimes they say the parts they ordered arrived damaged, some visits they say the dryer needs more parts. I have 3 unopened heater and blowers, two unopened heating elements for my dryer, an opened heating element, three replacement timers. They also scuffed up the dryer body through the multiple visits and audits of my dryer over the last almost 8 months. I've asked multiple times for a replacement dryer due to the unreasonable repair time and have denied despite the long time and technicians' inability to fix my dryer in a timely manner. Instead, they have given me a letter of commitment for repair for another year. It's been almost 5 months and they still cannot repair my dryer in a timely manner. My case number is Case # ********. Today i finally got ******, a representative to tell me on a recorded call as allowed by the state of ga that repairs that last longer than 21 days is unreasonable. ******, the representative, after reviewing my file again let me know that something is wrong and it shouldn't of lasted this long and finally escalated my case to exemptions for replacement dryer but she wasn't sure how that would go. I do not know when i am going to get a resolution. I have a baby coming in 10 days and i need a dryer now. I've spent hundreds of dollars at the laundry matte and cannot leave my house once the baby is born because my wife is undergoing a c section. I have the rest of the emails of our conversation if you'd like me to email the rest.

  

  Business response

  07/30/2024

  Thank you for the opportunity to review complaint ID: ********

  I'm sorry to hear of the trouble this consumer has had with their dryer. 

  We've informed them that we are going to exchange the unit for another similar model at no additional cost to them.  This will be a brand new unit with a brand new warranty.  The original unit will be hauled away at the time the new unit is delivered. 

  They have accepted this as a fair resolution to their complaint. 

  Customer response

  08/02/2024

  
  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,
  
  ****** *****

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  To whom it may concern; I placed a call with GE appliance parts under warranty for a defective refrigerator ice maker back on 7/11/24 but ever since I been following up I don't get any answers why the part is sitting in the warehouse and not being shipped out. I've made numerous phone calls I get put on hold then get xnsfer. I spent hours trying to get answers. but to no avail. Thank you for taking my information.

  

  Business response

  07/29/2024

  Thank you for the opportunity to review complaint id#******** dated 7/29/2024

  Consumer has been advised that he should receive the part later today according to the *** tracking #.
  
  Please contact me if you have any additional questions regarding this matter.

• Initial Complaint

  07/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought this GE fridge less than a year ago. We continue to have issues with it working. The compressor has been replaced twice by GE repair. It has just broke down again. GE customer service takes hours to get to a solution, we are tired of this problem. There is obviously a major problem with the appliance. Please help us.

  

  Business response

  07/29/2024

  Thank you for the opportunity to review Complaint ID# ******** 7/28/24.
  
   I spoke with the consumer on 7/29/24 and agreed to a no charge exchange to replace his refrigerator.                 
  
  GE Consumer Relations

• Initial Complaint

  07/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Greetings, my name is ****** *******, and I am reaching out regarding my dissatisfaction with the lack of professionalism, empathy, and understanding displayed by GE customer service. Recently, I contacted them about my malfunctioning dryer. As a long-time customer of GE, I have noticed a decline in their customer service quality in recent years. Upon researching online, I discovered that there are known issues with these specific GE dryers that have not been addressed by the company. It appears that GE benefits financially from these ongoing problems. During my call to customer service, I was advised to consider purchasing a new dryer, implying that this may be the only solution. It is disheartening to realize that replacing the appliance or sticking with GE products that may break down again in a short period seems to be the only path forward. This business model is unfamiliar to me, but the lack of customer support suggests a different direction for GE. I urge GE to take responsibility for their faulty products.

  

  Business response

  07/29/2024

  Thank you for the opportunity to review complaint ID: ********

  I'm sorry to hear of the trouble this consumer has had with their GE dryer. 

  We explained that the warranty on the model number that was provided was a 12-month warranty only. 

  Without an extended warranty, any service trips, parts and labor would be at the consumer's expense. 

  Customer response

  07/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Hello, I am reaching out because I cannot accept the response I received. While I understand that I am at the company's mercy to make things right, I also don't have to agree with their actions. I was essentially advised to invest more money in a company that has proven to lack product reliability and provide poor customer service. It is absurd to think that a company of such scale would knowingly produce faulty products. I was informed that the appliances should last around 10 years, but this machine didn't even come close. The suggestions given were to have a GE technician visit or to purchase another appliance, which I find unreasonable. This situation ultimately reveals the true nature of this company and their values, which seem to prioritize taking advantage of customers and offering subpar customer support. I appreciate your time, but I cannot continue to support a company that lacks integrity.
  
  Sincerely,
  
  ****** *******

  

  Business response

  08/02/2024

  Thank you for sending this consumer's most recent response related to complaint ID: ********

  Page 11 in the use and care booklet states: One year from the date of the original purchase:

  Any part of the dryer which fails due to a defect in materials or workmanship. During this limited one-year warranty, we will also provide, free of charge, all labor and related service to replace the defective part.  

  Because this consumer's appliance is beyond a year old from the date of the original purchase, it is the consumer's responsibility to pay for repairs (service trips to the home, parts and labor). 

  Customer response

  08/05/2024

  
  Complaint: ********
  
  

  Thank you for passing along GE's response. Unfortunately, I must reject the company's reply as the information provided is inaccurate. When I bought the machine, I was assured it came with a five-year warranty from GE. Now that I am facing an issue, GE is denying the warranty, stating it was only for one year. During my conversation with the representative, she mentioned that GE appliances typically last over 10 years. However, this machine is far from reaching that lifespan. This situation is completely absurd and once again highlights the questionable quality and integrity of the products sold by the company.

  
  Sincerely,
  
  ****** *******

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