ComplaintsforBowman Appliance Center

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a washing machine at ******** Warehouse April 18, 2020. Immediately after purchase, the machine was making a terrible metal on metal sound. I filed a report with the manufacturer, Whirlpool, and schedule with one of their approved appliance repair companies, Bowman Appliance and repair, *****, **. Over the course of a two year period Bowman's worked on the washer, replacing parts and communicating with the company. Over the two years, we were assured multiple times even though the washer was beyond the 1-year warranty period, the machine would be covered by the original warranty since repairs began within the warranty period. On Monday, April 11, 2022, we stopped by Bowman's repair. They informed us the washer was still not fixed and they would be pursuing replacement. The secretary informed me they had talked with the tech line and it would help with the replacement if I called Whirlpool directly. I called, provided the women I talked with the reference number given to me by Bowman's. She rudely told me they do not honor anything outside of the 1-year warranty period. I demanded to be transferred to a supervisor and she told me there was no one higher and the best they could offer was a 40% loyalty discount. She e-mailed me the discount code. I had no intention on utilizing the code since Bowman Appliance had assured me it would be fully replaced and assumed they would honor this since they work with Whirlpool directly. On Friday, April 22, 2022 I was informed the ***************** would not honor replacement since I had accepted the loyalty discount. This is bad business in general and now I am being informed I again have to call Whirlpool for resolution. Over the course of this 2 year period, I have been lied to by Bowman Appliance representatives, am without an fully operating washer ($899 purchase cost), and have had to purchase a new washer or would have been without all together. I can provide correspondence if requested.

  Business response

  05/11/2022

  We are writing to you in regards to a complaint letter we received from BBB.

  The complaint is about the warranty on said customer Tiona Juarezs wash machine and the fact that it couldnt be repaired nor replaced. We have spent endless hours trying to repair this machine and have called the whirlpool tech line and trade support multiple times. She thinks its our fault that the machine is unrepairable, but we are just the repair people. We dont build or sell the appliances, we just fix them. She purchased the unit and the unit had an awful screech noise when running. We did everything we could to help her, we nearly rebuilt the whole washer trying to resolve the noise issue, it took us months to do this and we were only paid once in the amount of  95.00 for hours of work. We deemed the unit unrepairable and spent hours on the phone to help her receive a reimbursement or product exchange, but the decision to exchange the unit and the warranty isnt up to us, its up to whirlpool to make the final decision. Thats how every warranty on anything goes. Its always up to the manufacturer whether they swap it or give a discount on a new product which is exactly what Whirlpool did for ***********************. They gave her a 40% loyalty coupon on a new washer that she accepted from them on April 12^th, 2022. You guys can call whirlpool at ************** if needed, everything on our end has been documented, we have updated her every time we spoke with whirlpool and gave her a reference claim number each time.  

  Customer response

  05/12/2022

   
  Complaint: 17134736
  
  I am rejecting this response because:

  I have been mislead for a period of two years by Bowman appliance that the machine would be covered under the original warranty if it was unrepairable. At the end of this two year repair period, I am told the warranty will not be honored by Whirlpool. Bowman's has told us multiple times they have worked on the same machine with the same outcome with the end result being replacement by the *******. Bowman's is a recommended repair ******* of Whirlpool's and I believed what we were being told. In addition, now it appears the machine is inoperable. The entire time the machine did make a skreeching noise but was fully operable. Now, my machine is inoperable and I am not getting a replacement. I can also provide documentation of how many times over this two + year period I have had to reach out to them for next steps.

  The bottom line is this has been the exact same issue for a period of two years +. We have been told multiple times by Bowman Appliance Whirlpool would honor the warranty since repairs started prior to the warranty period expiring. I am not accepting their response for this reason. I am still out a machine that they have been working on for a period of two + years and the fact is they provided inaccurate information regarding a machine that was $899 original cost.
  
  Sincerely,
  
  ***********************

  Business response

  05/20/2022

  Whirlpool decides what happens. We just make the repairs and the machine is operable still but with noise. Consumer accepted Offer from Whirlpool. Can provide proof that machine operates and Offer from whirlpool. Thank you

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