ComplaintsforDon's Maytag Appliance Center

• Initial Complaint

  09/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  8/18/2021: ***** Maytag sent a Service Technician (ST) to our home to install new broiler element in our oven at a cost of $119. He was warned the temperature regulator was in the area he was working & to be careful. Photos taken before & after show the temp. regulator was moved by ST.On 8/19, we turned on oven to preheat for baking but oven never turned off at set temperature. It continued to heat up enough to make the handle too hot to touch & melt some of its parts. We feared fire danger. The temperature regulator clearly wasn't working. On 8/23, ***** sent the same ST to investigate but he didn't inspect the temperature regulator, claimed he couldn't have damaged it and said hed talk to his boss.On 8/27, I called Dons & the woman who answered was rude & combative, claimed they couldnt have caused the damage. Would only offer a new part that *** not work with our oven that we would have to pay for.We don't have a working *********** haven't responded to a complaint email.

  Business response

  10/05/2021

  Response from Tech:
  
  The sensor probe has to be moved to install a broil element, it is designed to do so and in fact is impossible to install the element in question without doing so. After moving it aside and installing the customer provided broil element, the sensor was placed back into position. The unit then tested OK afterward.
  Response from Office Staff:
  
  Our tech went out to replace a part provided by the customer. We were not called out to diagnose any issue with the unit, but just to install a part provided by the customer based on their own diagnosis. Our tech tested the unit after installing the part and it was working when he left. They called back the next day and when we went out again there was an issue with the control board. The issue was not with the sensor probe, or temperature regulator as the customer calls it, but with the control board. The part needed was not available to order due to the age of the machine. We offered to order a generic part that *** work, but couldn't be guaranteed due to the fact that it was generic and not OEM, and only charge the customer the price of the part. The customer insisted that we caused the damage and should do the work free of charge. We tried to explain that the unit tested fine after he installed the broil and that he didn't touch the board. We tried to explain that nothing that he touched would have caused damage to the board, especially since it tested fine before he left. We also tried to explain that the unit was very old (at least 30 years) and it was entirely possible that the timing was coincidental. Those types of things happen and are out of our control, especially when we are not called out for a diagnosis. When the customer didn't believe us we offered to have our tech go out and double check whether or not they could have caused the damage, but the customer refused. They insisted that our tech would not be professional enough to take responsibility for their mistake if they made one and wanted us just do the extra work for free.

  Customer response

  10/10/2021

   
  Complaint: 15882286
  
  I am rejecting this response because:

  ***** Maytag responded with inaccurate information.
  
  The service technician did not test the oven as they claim. He made sure the broiler element lit up and then turned it off and quickly left. He did not test whether the bake setting nor sensor probe was working. In fact, he seemed in a hurry to leave and we had to insist on at least waiting until you could see the element light up.
  
  The next time we tried to use the oven, it would not shut off and severely overheated. This caused the front of the oven to become so hot the control board melted. We did have the service technician come back to diagnose the problem. He found that the control board was visibly melted due to overheating, validating our claim that the sensor probe that regulates the oven temperature had been damaged during his installation of the broiler element. He did not offer a solution and left.
  
  When we didn't hear from them for many days, we contacted them to find out what resolution could be made. At my request, they offered to send the technician back to diagnose a second time but they clearly stated they already knew the outcome would be that their technician did not damage the sensor probe. It is disingenuous of ***** Maytag to claim a coincidental problem with the sensor probe the very day after they worked in the area around the probe replacing the broiler element. Those two pieces are right next to each other in the same bracket, as the technician has confirmed.
  
  They offered a control board--at our cost--which they said may or may not be compatible with our oven and might not work. A new control board would not fix the sensor they broke. Given their statement that any damage was coincidental, the office staff's rudeness, and their refusal to take responsibility, we filed this BBB complaint.
  
  ***** Maytag was paid $119 to install a broiler element and provide us with a working oven. We do not have a working oven and have had to pay almost $2000 so far to replace the wall oven. ***** Maytag should pay for this or at the very least refund our $119.
  
  Sincerely,
  
  *******************

  Business response

  10/14/2021

  The part the you are claiming we damaged would not have been damaged by the work that we did. It is possible the control was already damaged before we even installed the broil element, but we were not called out for a diagnosis. We offered to have our tech go out and check the temperature probe specifically, but you refused. We did not say that our tech would by default find no damage. We said that it was unlikely he caused the damage, but that we would still send him out to check. You decided that this meant we had already made up our minds and would not be honest if we found we had caused an issue. You refused to allow us to send him out or make any other moves toward resolution. We are not responsible for any issues caused by the age of your machine. If we had caused an issue with the installation of the broil element we would take responsibility, but you did not allow us the opportunity to verify.

  Customer response

  10/24/2021

   
  Complaint: 15882286
  
  I am rejecting this response because:

  Dons Maytag is only reiterating the same refrain I rejected initially.They are lying when they said they offered to have someone come and investigate the temperature probe--they only offered when I pushed for this in our initial phone conversation. They are also lying about how they presented this--they clearly stated they would investigate but couldnt have caused the damage.This, obviously, renders any investigation of the issue suspect.
  
  The fact is, the temperature probe worked before Dons Maytag worked on it.
  The temperature probe is located where the broiler element is installed.
  The probe was clearly in a different position after the work Dons Maytag did.
  The temperature regulator failed after Dons worked on our oven.
  The overheating melted the front of the oven and the control board.
  Dons came back to investigate but only looked at the front of the oven, not the temperature probe or regulator. The tech refused to investigate anything else.
  The staff person I called about this issue was rude, refused to even consider they had caused any harm and only offered to send someone out again at my insistence, but with a disingenuous offer. I asked to speak to a manager or owner and was not allowed contact.

  It is asking us to believe a very big coincidence that a working oven just happened to break in the same 24 hour period after ***** Maytag worked on it.
  Pay for the oven or refund our $119.
  Sincerely,
  
  *******************

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