ComplaintsforW Appliance Company LLC
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Complaint Details
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Initial Complaint
10/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My story seems to be similar to the other complains filed against this business. I purchased a Black and ****** dehumidifier and it stopped working properly a few months later. I called and returned it to them as the instructed me to do. They confirmed receiving it. After many weeks went by I stared calling regularly and was always told the same information. I was told that the case would be escalated to management and that I would get a call back in 48 hours - none of that happened. Now it has been well over 3 months since they got the broken dehumidifier back and I have no replacement, no refund, and no indication of when I will have a replacement. The company is not honoring their warranty and this warranty service seems to be a scam. My ticket # is ****.Customer response
10/14/2022
Regarding the date I became aware of the issue and the dates I contacted them, please note the following.
The unit had been operating improperly for several months, but I made due with it as-is. In late May it completely stopped working.
I contacted the company on June 1 about the issue and provided them with the requested information. Subsequent to that I was supposed to receive a return shipping label, but I did not receive and had to call them in order to get it.
The unit was shipped back to them in late June and they received it. I have *** tracking information confirming this. They say it can take several weeks to receive the replacement.
Called end of July, was told would the replacement be sent out within a week.
Called 9/7/22 - Was told that the replacement unit should be in by Friday, call next week to see if went out. I had not been told that he replacement unit was not available on my previous call.
Called 9/21/22 - They said since I have been waiting so long they will escalate the case to management. Supposed to get tracking before Friday (9/23) or give them a call. I never received tracking or a call.
Called 10/5/22 3:20PM - Spoke to lady, she saw that the case was escalated but management has not responded to escalation yet. Said will escalate again and I will get a call within 48 hours. I never received a call.
Called 10/12/22 4:05PM - Gentleman told me that as of now there is no update. Asked for manager or supervisor, said there is no way for them to transfer to supervisor. Sees that the case was escalated and manager was asked to call, but nothing has been done yet. He had no information on if or when the replacement would be sent and said all I can do is wait. I told him to please let a note for the management that we will be contacting BBB and *** attorney general.It was at this point that I contacted BBB.
Note for BBB, this appliance is a Black and ****** product. It seems that Black and ****** uses this company to manage their warranty returns for these appliances, but the warranty is from Black and ****** and we should contact them as well.
Customer response
11/29/2022
Better Business Bureau:
At this time, my complaint, ID ******** regarding W Appliance Company LLC has been resolved, after taking an excessively long period of time for the company to resolve it. I believe that if a consumer does not continually call this company, they will not fulfill their warranty replacement.Sincerely,
*********************Initial Complaint
10/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought an air conditioner from them on 5/21/21, I paid a total of 386.50$ to the company. When the unit started leaking water uncontrollably, I contacted the company for their promised warranty service and went through a week of hassle to finally get them to send me a label to send my unit to them for warranty. It took a few months for the label to be sent. It has been a year or so since Ive sent in the unit and they have also not replied to any further emails I have sent to them. I want my money or product back.Customer response
10/28/2022
Better Business Bureau:
At this time, I have not been contacted by W Appliance Company LLC regarding complaint ID ********.
Sincerely,
*****************Initial Complaint
09/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a New Black +****** portable air conditioner model number BPACT14WT on March 14, 2022 from Amazon. Unit was delivered in perfect condition and seemed to be working. A few months later went to use the unit and it would not get cold. Did all the troubleshooting with no change and called customer service for the first time on July 7th. I was told that it would be a warranty exchange, to email them the proof of purchase and they would send the shipping label. I did, and then had to call a week later to follow up because I had not received the shipping label. Shipped the unit on July 24, 2022, and had tracking info that it was delivered on Aug 1st. I called on Aug 8th after not hearing anything and customer service tried to tell me they did not have it. I told them I was looking at the tracking and that it arrived at 10:29am on 8/1 and was signed for by ******. They found the unit in there system at that point. I was then told that it would take ***** business days for them to process and send a new one. I called back on 8/16 to follow up and was told they were behind and that it would be shipping "soon". I called again on 9/14 to follow up and was told they did not have any new info in the system and that they would have to forward this to a supervisor to figure out what was happening, and I would get an email update. I felt this was unacceptable given the time that has passed and asked to speak to the supervisor but was told that was not possible, and I could request a call back that would happen within 48 hours. I did not receive the call as promised, and called again only to be told the same thing, and that it would be passed to a manager. I was also told that I just have to keep waiting.Customer response
10/12/2022
Better Business Bureau:
At this time, I have not been contacted by W Appliance Company LLC regarding complaint ID ********.
Sincerely,
*********************Initial Complaint
09/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I returned an air conditioner for warranty replacement on or around July 5th it was received by them a week later and a replacement should have been shipped by the first of August. Now after many attempts of contact it is September and here i am no a/c and missing 441$Customer response
10/02/2022
Better Business Bureau:
At this time, I have not been contacted by W Appliance Company LLC regarding complaint ID ********.
Sincerely,
*******************Initial Complaint
09/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We purchased a ************** air conditioner had it for less than a year and it quit working. We called the warranty place and returned the unit verified it was received on June 3 byHerman @ 10:39am tra cking#******************* Now they have our purchase of ****** on purchase date of 7/18/2021 and the machine. We have been calling every week on case # **** asking when it will be here and we are told by **** he will send for review but nothing happens. When I ask for a supervisor they tell me one will call me but they can not do more than that. Still have not received email of tracking number for delivery of unit which was supposed to be a 6-8 week time frame.Initial Complaint
07/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I returned a dehumidifier to them more than six weeks ago. It is a warranty claim. The dehumidifier was to be replaced. They neither replaced the dehumidifier nor responded to my many emails.Customer response
08/14/2022
Better Business Bureau:
At this time, I have not been contacted by W Appliance Company LLC regarding complaint ID ********.
Sincerely,
*********************Initial Complaint
07/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In June of 2020, a ************** ********** Portable Air Conditioner was purchased from Amazon.com for my use. I reported a failure of the unit a year later, just within warranty, and was directed to ship it to their warranty provider, ************** I was e-mailed a shipping label for **** took the defective unit to one of their stores, and shipped it off. I have received no communication from either W Appliances nor ************* about my warranty replacement unit; I have called them almost once a month since return of the unit and was given excuses, evasions and once a Jewish holiday. Last contact was July 6, 2022 and I was told someone would get back to me in one week. It has been two weeks, and I have still had no contact. I would like either a replacement unit or *************' legal contact so I can go to Small Claims court.Initial Complaint
02/11/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On May 16, 2021, I purchased a Black+****** BPACT12WT Portable Air Conditioner new from Amazon.com for $399.99 (Amazon Order #***-***************, invoice attached). This air conditioner comes with a 1 year warranty, as specified in the user's manual (attached). In December 2021, I reached out to the number specified *************) to explain that the unit's thermostat was not functioning correctly. I was told to provide proof of purchase (which I did), and that I would receive a return shipping label to send back the unit and have it replaced. The ticket number for my issue is ****.I never received the return label. I have called back numerous times, and they always tell me that they'll look into the problem and get back to me within a couple days, but I never hear back. I've repeatedly confirmed my contact information with the company at this point, and I continually monitor my email inbox and spam folders, but I haven't received any label or other communication.Customer response
03/27/2022
Better Business Bureau:
At this time, I have not been contacted by W Appliance Company LLC regarding complaint ID ********.
Sincerely,
*************************Initial Complaint
11/05/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I bought a portable dehumidifier with a pump from black and ****** In July of 2020. I paid $325 for the unit, brand new.A plug adaptor broke and I made contact with b/d august of 2021, who advised me that W Appliance handled parts inquiries for these units, and gave me a phone number to call. I called and left message after message for ***** ***********, and received no response. I went back to B/D who also tried to make email contact with no luck. I found a different number to call and got through to the parts team at W, who in late August ordered the necessary part. 3 weeks passed and I did not receive the part, to which I called back To learn that the part was not available due to it "sitting in port", but they'll have it within the week. I asked to be emailed once the part was shipped to me. Three days later I get a call from ***** *********** telling me she got a message to call me. I explain the situation, to which she responds "oh, I have one sitting here in my office, I'll send it to you." I did receive a part, but it isn't the right one. Now, again, trying to contact them and just spending upwards of 25 minutes on hold before being kicked over to a voicemail system. No callbacks have been made to me.Initial Complaint
10/28/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
The wiring in my Black and ****** unit was defective. The company told me to send it back and I would receive a new on in 2-3 weeks. I sent it back in June. I was told it would take 2 - 3 weeks to receive a replacement. It is now November and I am still waiting. I also have requested to talk to a supervisor. The rep keeps saying they have no access to their supervisor and I would hear from them in 24 hours. Is this a real company? Or are they just trying to steal from me? I spent a lot of money on this unit and I just want to get it back. This is one of the worst customer service experiences I have ever had.Customer response
12/12/2021
Better Business Bureau:
At this time, my complaint, ID ******** regarding W Appliance Company LLC has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
***********************
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Customer Complaints Summary
36 total complaints in the last 3 years.
13 complaints closed in the last 12 months.