Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When my washer was installed by their employees, they put used hoses on the washer. one of the hoses leaked and caused water damage to my guest hallway( 2 bedrooms, laundry room). their tech came out the next morning and said the hoses to washer were leaking and then said I had a plumbing problem. there was no water in my bathroom where he said I had a leak and no water coming out of the area he said I had a backup(there was no humidity around the area) I had it checked. I went to talk to the owner to see if they would help pay for at least 1/2 of my bill for the clean up. I asked if we could speak privately so that his other customers couldn't hear our conversation because I didn't want any existing or potential customer to think bad of the company. Well Mr. ********************** started screaming at me( which drew ********* to our conversation) and told me the conversation was over. He just yelled no,no,and no! and told me where the door was. He wouldn't let me talk and said it was my fault because I had already owned the washer for 21 days. He didn't have to treat me like that and I deserved to be heard. I want an apology and half of the cost for clean up which would be ****** from him. I'm all about supporting small businesses, and most of them support their customers after sale.

  Business Response

  Date: 07/01/2024

  **************** had the appliance 21 days before a leak occurred.  That is almost an entire month of using the washer and hoses.  Neither the washer or our hoses were the source of the leak.  We had our tech spend 2.5 hours at the customer's house, pointing out leaks in their plumbing - one at a toilet water valve, one at her water heater, and a substantial one needing a drain clean out.  This is not his or our job, as we are appliance installers, but we paid out tech to spend this time with her telling her how to fix these problems.  In addition, he at NO TIME told her this was due to the washer hoses, and was quite annoyed when we told him she said this.  I have attached a photo showing the wall behind the washer completely dry.  I have also attached photos of the water heater leak and the drain needing a clean out.  Water is going to come back out of a drain, if it can not flow through it.

  Our entire sales floor is filmed and recorded.  I did not yell at ****************, and I can submit videos to prove that she was in fact the one yelling and threatening if required.  After a while of this I did in fact tell her to leave, only to then have to defend my small business on NextDoor, where several plumbing and appliance professionals also told her washer hoses would not cause this.

  **************** has also refused a refund and to let us pick up the washer.  She only wants a small business to pay for her personal plumbing issue.  We have also requested her home insurance be called to take this matter over, and she also refuses to do this regular practice.  

• Initial Complaint

  Date:01/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $155.15 to have them come out and look at my washing machine. They came out said they fixed a part on it. It was broken as soon as they left and then he came back out and said that he would contact me about getting another part put on Never heard anything so I went and bought a new washing machine and I want my money back

  Business Response

  Date: 01/23/2024

  Customer purchased a used washer and dryer set in October of 2022 with a 90-Day warranty.
  
  December 6, 2023 Customer contacted us due to a malfunctioning appliance.  Including a noise, shaking, and water splashing out. – we agreed to discount our normal diagnostic service rates to $60
  
  Customer paid diagnostic fee on December 8th but her ****** assistant rejected out call when we went to schedule for December 11, 2023
  Customer began repeatedly calling December 10 – customer was informed we set service for December 11, 2023 but that did not work for her so she moved service to December 14, 2023.
  Rob ****** diagnosed the machine as having clearly bad suspension which is usually caused by overloading the machine.  Bad suspension can cause all of the issues complained about.
  
  Customer was showed that her suspension was bad and agreed that it was bad.
  Customer was sent the second request for payment to order the parts and cover an additional $20 in discounted labor to install the parts.
  Customer paid the payment request on December 15, 2023 and the part was immediately ordered.
  
  Part arrived on December 18, 2023 and customer was contacted requesting December 20, 2023
  Parts installation was done on December 20,2023.
  
  Customer responded that she was satisfied.  Image filed1 attached,
  December 27, 2023 Customer messaged indicating problem has resumed.
  
  Wagner Appliance agreed to return and assess the issue for no additional fee.
  Customer stated in message -
  “Okay I know the part that they fixed was broken because he showed me but it still doing the exact same thing it was doing before Leaking Water making loud noises, so I don't think the root problem was ever found” -Image 2 attached.
  Wagner Appliance agreed to return and assess the issue for no additional fee.
  
  Service was scheduled for 12/30/2023
  Rob ****** performed diagnostic visited and found an that there was another non-suspension related noise  - Service tech additional found that the noise was likely a bad capacitor which also was causing the clothes to keep getting wrapped around the agitator and may have contributed to the suspension going bad.  This was discovered at the end of the second call .... “When I asked why she didn't say anything about it doing that she said she didn't think of it”
  
  Rob also indicated he wanted to confirm with a different tech but would come out and just put on a used capacitor for free once he had confirmed diagnosis and located a spare capacitor.
  
  Service tech returned to work from the Holidays on December 3, 2023 and confirmed diagnosis with another tech and made a note to located a used capacitor.

  On January 9 Customer called demanding a refund for all service as she had purchased a washer elsewhere and wanted to get the money to apply to that purchase (even though she clearly acknowledges the parts installed were necessary).
  
  
  The capacitor itself would be next to impossible to diagnose in the presence of bad suspension.  Customer herself acknowledges that the suspension was bad (which is $60 + tax = $64.20) of everything charged). The suspension was installed in her washer.. Washer acted appropriately when the service tech was finished with the first visit and the problem returned later. 
  
  After that we went out again, no charge. And agreed to do additional work as a favor as it was a very small additional issue.  The washer was usable but noisy.
  Customer elected on her own to abandon repair and purchase elsewhere.  Had she elected to purchase here she would have received a discount on a purchase as we give a credit for all service customers.
  
  All calls and messages are recorded, full transcripts are available.
  
  Service was performed, defective parts were replaced and customer was made aware of an additional problem that she elected to abandon repair of and replace the machine.  There is not a shop i the work that give refunds for service already performed unreturned parts... this request is absurd.

  Customer Answer

  Date: 01/24/2024

   I am rejecting this response because:
  My problem was never fixed and I was told the last time that Rob came out he would go back to the shop and reach back out immediately to schedule to come back out a full week went by and I did not hear anything. He did not know what was wrong with my washer and was hoping I would forget about it I guess. I have been doing business with Wagner for years and have never had these issues I would like a refund and will not be satisfied till I get one
  
  

• Initial Complaint

  Date:03/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One year later dryer kaput. Ask yourself if you want to buy a used appliance that will last about a year. I want to say that our experience initially was great with purchasing and delivery, and our washing machine is fine. The problem is the dryer. In slightly under a year it started taking 2-3 now four to five times to dry a load. When they delivered the dryer, it was not functional and a repair man had to be sent out. When he opened it, I could see it was filthy had never been cleaned. I wish I had refused delivery. Now my wife and I have to hang dry our clothes. 5x doesn’t do it. I called Wagner and left a message and said I’d like to speak to them before leaving a negative review. I don’t know the jerk that I spoke to, but he was extremely rude. Spoke over me and didn’t let me explain what happened originally with the dryer. Further, he told me to clean the lint out of the vent hose. We tried that did not work. The dryer’s heating element is going bad. Honestly, my wife and I were looking for a range and a basement freezer and now we will take our business elsewhere. The jerk I spoke to tried to tell me that no equipment is warrantied beyond the year, but I would disagree because business law states that a appliance must last a reasonable amount of time and work reasonably well (implied merchant ability; cannot be invalidated by express written warranty). The company stated that it’s not covered over a year, wants to charge us to fix it, but the problem started in less than a year, we just complained about it after a year.

  Business Response

  Date: 04/25/2023

  Mr. S**** purchased a washer and dryer set with a 45-day warranty on 10/23/21 (See "S**** Receipt" attached) with warranty terms expressly laid out.

  The washer and dryer was delivered on 10/30/21 (See S**** Message 1 attached Page 1)

  On 11/09/21 Wagner Appliance received a message indicating that the dryer had stopped tumbling.  A repair was set up and completed, the belt had come off the dryer.  (See S**** Message 1 attached Page 1-2).

  465 days then pass of 1 year, 3 months, 8 days excluding or 15 months, 8 days... however, you want to say it.
  
  On 2/17/2023 - 430 days after the warranty expired (466 days after the minor service call) - we received a message from Lorraine S**** on the same number we had been messaging since day one) indicating that her dryer, that she had purchased more that a year before, had stopped heating. Thereafter, we informed her that even though she was out of warranty we still did discount service on all products purchase from us, sent a discounted diagnostic service fee request, received patymebnt and then set up service. (See S**** Message 1 attached Page 2-3).
  
  On Feb 17th 2023m, Rob, a service tech, reached out to set up service for Tuesday 2/21/23 (See S**** Message 1 attached Page 3).
  
  On Feb 18th, 2023 A refund for service is requested as "we decided to go in a different direction", the refund was made and the service order cancelled.
  
  On March 3, 2023 from a different number we received a message threatening us with a bad review if we did not fix Mr. S****'s Dryer. (See S**** Message 2 attached Page 1).
  
  Mr. S**** is way over a year over a clearly written out 45-day warranty but has somehow decided that he can just rewrite it based on what I can only describe as legal fiction. Having actually graduated law school and practiced for 20 years I can assure you that not a single word of that is accurate.
  
  This isa really frustrating matter as we do strive to keep our customers happy and have done so for half a century... Mr. S**** even has a prior example of how this business operates as we took care of a probem, no questions asked, during warranty period (the belt).  And, we go even further discounting service to customers away out of warranty ... something we offered and we briefly accepted before it was not.
  
  I'm really at a loss on this one.