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Complaint Details
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Initial Complaint
04/05/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Bought a Whirlpool stove from Mannys in August 2020. Stove was delivered February 2021. In June 2021 we had a problem with a burner that blew the breaker when turned on. Called Mannys and a service date was set. Tech came and said we needed a new burner coil and switch and would let us know when the part was in and we could schedule an appointment. This all takes weeks as the parts are not readily available and until you call to check on parts you don't get a phone call to schedule the appointment. As an aside they are very difficult to get in touch with. You have to leave several messages before they return your calls. When he returned it was the wrong part. Three more service visits still not repaired. Now another burner and oven not working. About a month ago a tech came and decided we needed a whole electrical harness and switches. Had to order. Explained to supervisor I would like a new stove and was concerned about warranty . She said it was all a process and said if nothing else she might be able to extend warranty. Now I've called four days in a row, left a message and gotten no response. The warranty is up after a year. I still cannot use the entire stove. Bought and paid $899 in 8/2020.Business response
04/13/2022
Business Response /* (1000, 5, 2022/04/05) */ Contact Name and Title: Monte N*****,Operations Contact Phone: XXXXXXXXXX Contact Email: *****@mannystv.com ********, My name is Monte. I'm the Operations Manager, and I would like to help you. We are terribly sorry that you are going through this with your new range. We would like to get this taken care of for you. I left you a message just a few minutes ago. After I speak with service tomorrow we will be in touch with a path towards a resolution for you. Consumer Response /* (3000, 7, 2022/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke with Monte today. He indicates there is still a wait for the parts and before we can go any further they have to be installed. They still will not be here until mid April, maybe longer. We have gone this route before and all have been failures. Apparently the only way the stove will be replaced is if Whirlpool decides to do it. They don't seem willing to help with that. They keep saying the ongoing problem will be fixed under warranty, but what about other issues that may come up. And they seem to dismiss the problem with the oven as " they ain't what they used to be". Business Response /* (4000, 9, 2022/04/08) */ Update: April 8th, 2022. We offered a (new) display model range as an exchange for ********. This range will carry a full 1 year warranty from Whirlpool. Whirlpool would not take care of this other than repair, but since the parts needed have no reliable ETA, and have already taken an unacceptable amount of time, Manny's will deal with Whirlpool at another level on our own time. We wanted to take care of our customer. ******** has agreed, and the new range will be delivered on the 15th. We are truly sorry for any frustration and inconvenience this has caused. I hope that we were able to earn your trust back and prove to you just why "We have to be better." Sincerely, Monte J. N***** Manager Of Operations Consumer Response /* (2000, 11, 2022/04/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was contacted by Monte from Mannys Appliance and he has offered to replace our range with a floor model the same model we have with a one year warranty. I appreciate that they did step up when apparently Whirlpool would not. I understand that the fault was not all theirs in this climate of shortages and shoddy production. They went over and above to help us resolve the problems with what appeared to be a real lemon from Whirlpool.Initial Complaint
10/12/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
We purchased a washer machine late April 2021 (4/29) and it was delivered May 1, 2021. In July 2021 we noticed that the agitator was not working and asked for service. We received extensive questioning about the amount of clothes we were using, soap type, etc even though we had picture and video documentation of the agitator not working. In addition, the auto sensing feature was not working and only filling to the top line. When service was sent out months later, we asked the service person to check to see if it was working and were dismissed saying he did not have time. The problem was not fixed and a new part was ordered, only to repeat the process again of the technician again, telling us we were wrong even though Maytag had confirmed that auto sensing should differentiate water levels and the agitator move during the wash cycle. This has taken an extensive amount of time, over four months. At each point Manny's takes a couple days to get back to us, only after persistent calling.Business response
11/16/2021
Business Response /* (1000, 6, 2021/10/26) */ Our customer purchased a washer which was delivered on May 1st 2021. On Aug 11th we received a service call from the customer stating that the machine was having agitator / filling issues. On August 23rd we sent out a technician who found a part was needed to be replaced. When calling our parts distributor we found the part to be on back order. We had the customer call the manufacture directly to voice their displeasure and to see if they could ship the part directly to the customer. This did happen and once the customer received the part from Whirlpool we went out and fix the machine. The product that was purchased carries a 1yr parts and labor warranty. So there was no charge to the customer for repair. Due to the huge part shortages happening in all industries currently the repair time to get products fixed has increased dramatically. We are very sorry for any delays ! We took every step to make this warranty repair as quick as possible. If we did not have the customer call the manufacture directly we would still be waiting for the part. To our knowledge the machine is fixed to factory specs and is washing clothes.
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Customer Complaints Summary
14 total complaints in the last 3 years.
7 complaints closed in the last 12 months.