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:11/27/2023

  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 was to relegated to this company by the Whirlpool Corp. in regards to the warranty on a new dryer purchased on 6/25/2023. The dryer was under a manufacturer's warranty for parts and labor. Svc request from Whirlpool site that generated an email which gave and 8 hour time frame on the date of svc. When I called to ask the approximate time the svc tech would arrive, I was told that it WAS NOT in their system. I was then directed back to Whirlpool customer svc who passed the buck back to A to Z. This went on for most of the morning until I was able to convince Whirlpool to actually call and speak directly to A to Z. When the tech arrived later that day, he was only on site for < half hr. Pulled the back of the dryer off and stated that the unit would need to be totally rewired and that he did not have the parts to make the repair. (Even though the model # and issue was given up front). Tech stated that parts would have to be ordered and that it would take a week; he would return on 11/27. I contacted WP with my concerns and they stated that it was merely a wire harness replacement that was documented and not a total rewire. Also, note when initially discussing with tech about potential problems, he stated that he had none of those parts on his svc truck either. BBB complaint has been file against Whirlpool as well. Someone is being less than honest about the issue and what it will take to repair it.

  

  Business Response

  Date: 11/27/2023

  We received the customer information from Whirlpool on Nov 20th and arrived at the customers home the same day.  The problem description of "Dryer turns on and runs but does not heat up or dry" generally points to a motor or element or cutoff, all of which our techs carry on the trucks.  Sometimes a wire harness can be repaired instead of replaced, but we do NOT carry wire harnesses on our trucks as part of our truck stock.  There are too many models and not enough failures of wire harnesses to even prescreen one for the job.  The failure of a wire harness can be very easy to see and sometimes beyond repair, once the unit is being diagnosed. 

  How long it takes us to receive a part from a parts warehouse, is the main factor in when we reschedule a job.  Service companies get better reviews the quicker they get the customer up and running.  Ideally this is done on the first visit.  When it can't, we try to get the part as quickly as possible so the customer can have a working appliance as soon as possible.  Sometimes it takes longer than we want to get a part, due to manufacturer supply, especially a wire harness.  It looks like our tech has gotten the dryer repaired and operating properly at this time, on Nov 27th.

• Initial Complaint

  Date:09/11/2023

  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 purchased a whirlpool refrigerator from Lowe’s and the ice maker did not work. I contacted whirlpool and they contacted A to Z to repair the problem, the first thing they did was replace the freezer door, this did not fix the problem so they came back out and replaced the ice maker. It worked for a short time period and then broke again. A to Z warranty is one year so they came out 4 more times to replace the ice maker. One year and one week or so the ice maker broke again. They would not cover it because it was now out of warranty and whirlpool would not cover it either. So I agreed to pay for the repair at the price of $358.77 on 8-1-23. Approximately 10 days later the ice maker literally fell out of freezer door and broke. I immediately called A to Z and was told that I really should contact whirlpool for an exchange, because they had repaired my refrigerator 7 times, but they would reimburse me $232.03 for the part. I agreoand called whirlpool and yes they did finally replace my fridge. The woman that works in the office ******** is absolutely horrible and unprofessional. When I called back to find out about my refund she told me that there was not any notes in my account information and she would take care of it. So I waited a week and called back she told me the same thing, said she would forward information over to billing, and she would call me back but didn’t. I called today 9-11-23 to be informed that they would not be reimbursing me because it worked when the technician left, and if I wanted them to come back to fix it they would! When I called to cancel the service call because whirlpool was replacing my refrigerator they didn’t say they needed the broken part back. This unprofessional ******** said she sent a message to her manager and that he would be contacting me when got back from lunch. I asked what his name was and she said it could be *****. So she obviously didn’t send a message to anyone. I want my money back

  

  Business Response

  Date: 09/15/2023

  We tried to call the customer to get more info regarding the icemaker "Falling out of the door".  We don't know why the manufacturer would not cover an ongoing repair, but the customer would need to work that out with the manufacturer.  In regards to the icemaker "falling out of the door", we do need more details so that we make sure that is properly taken care of.  We have not seen an icemaker "fall out of a door". 

  We did leave a message when we called the customer since they did not answer the phone.

  Thanks

• Initial Complaint

  Date:08/17/2023

  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.

  I had a A-Z repairman come to my home for the second time for a warranty repair on Friday, June 23rd at 6:00 PM. Since it was a Friday night, the repairman was unable to authorize the warranty repair, and I was asked to prepay the repair. I was told that I would be reimbursed by A-Z, as soon as they received the authorization from Whirlpool. On Monday, I contacted Whirlpool directly, as was given a authorization number, and was told by Whirlpool that they would contact A-Z. Two days later, I contacted A-Z directly, and was told that they could not reimburse me until they received the information from Whirlpool. A week later I reached out to A-Z, and was told they still had not received the authorization from Whirlpool. I provided the authoirzation number to A-Z, but was told they had to contact Whirlpool to confirm. Three days later, I contacted A-Z, and was told yes I had the correct authorization number, but that they could not reimburse me until they received reimbursement from Whirlpool. I called a week later, and was then told that their A/P person was on vacation, and she would be back the following Monday. On July 10th, I called in and was told that their A/P person, was on maternity leave, and her back-up was handling matters. But, that they still had not received the reimbursement from Whirlpool. On July 31st I was getting angry, so I contacted Whirlpool directly. Whirlpool stated that A-Z had been paid already. A joint conference call was set up with Whilpool and A-Z was stated, and I was told by the Whirlpool rep that it would take A-Z 14 days to process the check. I waited the 14 days, and 3 more days for mail delivery, and still no check. I contacted A-Z today (August 14th) and am now being told that they need to check the status, because my record does not show a check has been issued. It is clear to me at this point that A-Z has no intent on reimbursing me. That is why I wish to file a claim.

  

  Business Response

  Date: 09/07/2023

  Good morning ********.  It did take some time to confirm payment from the manufacturer.  For that we do apologize.  We also had some key people out during July that also caused some delay.  At this point though, the customer has received and deposited check # **** for the $232.45 requested.  The check cleared our bank on 8/24/23. 

  Customer Answer

  Date: 09/07/2023

  
  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. 
  

  But I would like to note the runaround I received was very unprofessional.

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

• Initial Complaint

  Date:04/18/2023

  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.

  The repair man named **** came to my home to diagnose my dryer which was not getting hot. He check the voltage from the circuit board to the motor and said both needed replace because it was not getting enough voltage. Today when he comes and completely takes my dryer apart again and hammers on it and puts it all back together. He tells me he over looked something the first time he was here and he didn't need to do all this unnecessary work, because the delivery guys didn't properly connect the power cord to the back of my dryer. So of course I'm upset because you took apart my 4 month old dryer twice down and banged the crap out of it today. He gets smart with me. I told him he could leave and not finish my dryer. Just unacceptable I would never recommend or use this company ever! Had a electrician come and install a new power cord and guess what the dryer doesn't even work. The light is on continously on or off. Display panel says close dryer door to start. And guess what it said that when he was here after he changed all the parts and banged the crap out of it and when he turned it on he got than message. Then came up with the story the power cord is burnt lies, lies to cover his track. I loved it when the door was closed and the light was still on and then **** opened the door pushed in the close door activator and then he said hmmm. Then he came up with the lie that the power cord was damaged on installation. Told me the power cord isn't covered under the warranty and I would have to call Lowes to have it replaced. I have a video of the repair. **** charged me $10 for shipping on these parts I didn't even need per him saying he made a mistake. I'm gonna need my $10 back. **** how can you confirm unit in working condition when you claim you couldn't check due to the power cord? Make that make sense to me why you lied on the work order.

  

  Business Response

  Date: 04/18/2023

  Thank you for addressing this concern.  **** is typically very diligent when he diagnoses appliances.  I do apologize that he missed this one.  The $10 refund was already initiated by **** before we got this from the BBB.  We are happy to send another tech to take care of your dryer situation, if you would like.  

   

  Thank you.

  Customer Answer

  Date: 04/18/2023

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

  I don't think it is right to allow this company to do anymore work on my dryer. Whirlpool refuses to send anyone else but them. I would like someone to issues Lowes a return authorization to make this right. **** had no reason to replace all the parts of my brand new dryer and make it a refurbished dryer. This company needs shut down by the numerous bad complaints they receive. 

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