ComplaintsforEquator Advanced Appliances

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought an Equator washer/dryer combo appliance online on Amazon that this company was selling. I contacted them immediately after receiving to alert this that this is a defective item and I want them to schedule it to be picked up for a return and want my money back. They asked all sorts of questions and I had to send pictures of my home, the unit etc. They want to send out a repair man. I stated that there is no fix, the unit itself is designed faulty and that is causing the issue. The issue is: leaking from tray as well as back of unit, causes pilling on clothes, and shakes incredibly bad (which can cause damage). They stated that all they can do is send a repairman. What? This is a faulty unit. No repair will fix this due to its design. I want a refund. I want them to schedule picking it up and issuing me a refund.

  Business response

  06/21/2023

  Dear Mrs. ****, 

  We received your complaint and as we have reviewed the case details, we saw that the technicain has never came for diagnosing the machine. 

  It is our due responsibility to take care of our customers, and make sure they have a working unit. 

  And hence to help you with this situation, we request you to allow the technician to schedule an appointment to get the machine diagnosed and find out actual cause of the breakdown. 

  For your reference, a copy of the warranty terms with Owner manual have been attached. 

  As pe the warranty terms and conditions, you must allow us to send a technician to diangosis the problem with the unit, and if repairable to fix it. 

  In a situation where the unit stands not repairable, we can look for other options later. 

  Customer response

  06/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I bought this online and it clearly states online that it is your policy for a full refund within 30 days. No customer should have to be hassled for a week straight and be told a repair man has to come out when they want a return. If this is not indeed your policy to allow a return you should not have it clearly stated in two separate places that we can indeed get a full refund on a return within 30 days. As a customer I did NOT want a repairman. I wanted a return. Your equipment is poorly designed and made. No repairman is going to fix that. It is my right as a customer to get a return without being hassled. If you do in fact want to help your customers, then listen to them. I was forced to send pictures of my home and asked lots of ridiculous questions because you were trying to blame me for the fault of your equipment. I was then harassed for days to make an appointment with the repairman after clearly stating many times that's not what I wanted. You then proceeded to tell me that's not what your company does, that you only repair, never return. That's an illegal statement since it clearly shows otherwise on your listing of the machine.
  
  Regards,
  
  
   
  

  Business response

  07/10/2023

  Dear Customer, 
  
  We received your  complaint and have checked through the case deatails and found that the Refund has already been initiated from our side. 

  Please let us know if there is anything more that we can help you with. 

  Thanks and Regards. 

  Customer response

  07/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and agree that they issued me a refund. This refund did not come lightly. It came after being harassed for a week and told they don’t issue refunds even though there sight clearly states they do. They are a shady company and I will never do business with them ever again and I hope that I can help others learn about their crookedness so that they don’t get scammed the same way I did.
  
  
  
   
  

• Initial Complaint

  03/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: January 29, 2023 Amount of transaction: $1,144.61 Business Provided: Online transaction, home delivery, three-year ****** protection plan Nature of dispute: Product did not work upon use of delivery on 2/7/2023, was told by representative to return it to the store, Store would not accept product after 48 hours of delivery, requested refund on 2/22/2023. Business tried to resolve the issue: No. they shipped a part to my home and said I could not get a refund until they tried to repair it. Account/Order/tracking number: Order # ********* Invoice # 91464

  Business response

  03/20/2023

  Hello There, 
  
  According to the warranty terms we are ready to help resolve the problem with the machine for the problem that was reported to us on 02-22-2023. Stating that the machine is not heating. 
  
  We had requested and informed the customer to let us check what is wrong with the machine and if the issue can be resolved or not, also had requested the customer to share us a few pictures showing the installation of the machine, to check if the machine has been installed correctly and understand if that might be causing the problem. 

  However, the customer has refused to share the pictures stating she is not comfortable sharing the pictures. 

  We had pre-shipped the parts that may be required to resolve the issue in case if they were problematic and had appointed the technician to diagnose the problem with the machine. 
  Technician had scheduled the appointment with the customer for diagnosis and was there at the address - *** ********* *** ********** * ***** ******** * ***** ** ********** ** 11.48 am as per schedule. 
  
  No one was available at this address until the technician left the house at 12.05 PM. 
  
  We then tried contacting the customer, for a week and there was no response to the messages that we sent to cusotmer on **********. Even the technician tried calling back to reschedule the appointment, however, the customer never responded to Calls or texts. 
  
  
  We can still help resolve the issue with the machine, provided the customer allows and co-operates with us to get this taken care. 
  
  Thanks and Regards, Appliance Desk. 

  Customer response

  03/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. I would like to have my money refunded so that I can purchase another product. I mentioned to them that I wanted a refund from the first email correspondence sent on 2/22/2023. I did not send pictures because I was told to return the product to the store and was not going to reconnect it in my laundry room. 
  
  Regards,
  
  Tracy  
  

  Business response

  03/21/2023

  Hello, 

  As mentioned in the previous response, we are ready to honor the warranty on the machine and have never denied help in getting this fixed.  Unless the customer co-operates with us we are unable to help them fix the machine. 

  For the record and the reference, I have attached a copy of the Warranty terms and condtions for the machine, which can also be found in the owners manual. In which it clearly states that -
  

  "Consolidated Brands undertakes to the consumer / owner to repair or, at our option, to replace any part of this product which proves to be defective in workmanship or material under normal personal, family or household use, in USA and Canada, for a period of one year parts & labor from the date of original purchase.  For commercial  use,  the product  is warranted  for a period of 90 days."

  As per the above statement, we can only provide Service, and if the machine is not fixable we can provide different options at a later stage. 

  First, we need to identify if the machine has been installed correctly. What is the problem with the machine and we will surely get it fixed in case if there is any issue with machine. 

  Customer response

  04/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this proposed action would not resolve my complaint.  
  
  I am not satisfied with this solution and have asked for a refund for the past few months. The only hook up required for the product is the hot and cold connections to the unit. I do not want a repair as I have waited for two months to resolve this issue and should not be forced to accept a repair on the appliance that I have had less than the one-year manufacturer's warranty. I have spent money going to the laundromat for the past two months waiting to be refunded to purchase another product. 
  
  
  Regards,
  
  
    Tracy R. *****
  

  Business response

  04/14/2023

  Hello, 

  As we have mentioned unless we try to fix the machine and unless we identify whether the machine is not repairable, we will not be able to take any decicion on this. 

  You must allow us to try and fix the machine. Also, we are ready to offer an additional 90 days warranty on the machine. 

  We need to find the cause of the problem and try and get it fixed. 

  Customer response

  04/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  

  I do not want the unit repaired and would like a full refund for the unit and three-year extended warranty that I purchased two months ago. How could you offer to fix the unit with an extended 90-day warranty when the unit already has a one-year manufactured warranty? If you do not wish to give me a full refund, I will proceed with retaining an attorney for false advertisement and selling a defective product while not honoring the warranty.

  
  
  Regards,
  
  Tracy R. *****
   

  
  

  Business response

  04/26/2023

  Dear Customer, 

  As a courtsey we are processing the refund for the machine from our side. 

  We will issue a credit back to the dealer and they can help you further with the refunnd or credit as per your requirements. 

  This will take 48-72 hours to complete. 

  Customer response

  06/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Regards,
  
  
   I was supposed to be issued a refund for complaint #******** on April 26, 2023. The company said it would take 48-72 hours to complete but I have not heard anything further.
  

  Business response

  06/14/2023

  Dear Customer

  In order to receive a refund you would have to contact the nearest ***** store and give them this RA number and they should be able to proceed with the refund.

  RA #******

   

  Customer response

  07/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I tried, yet again, to return the product to Lowe's on 07/03/2023. I supplied the store with the RA number sent to me through this correspondence. However, the store's assistant manager mentioned that the vendor would have to give them the RA number to process my refund.  
  
  Regards,
  
  Tracy R. *****
   
  

  Business response

  07/11/2023

  Dear Customer, 

  From our end we have already provided the RA Number ( Return Authorisation Code) to process the return. 
  That is the maximum we can do and that what the practice has been with Lowes. 
  As soon as the RA number has been provided to them, they get the return processed. 

  We have also, sent an email to the corporate fro our side to help you get this resolved. 

  Please contact ***** to help you further with your return. 

  Thanks and Regards. 

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company sold me a defective washer/dryer combo unit and has been extremely inept in honoring their warranty. I've had 4 repair attempts by certified technicians, all whom state that the machine is still not fixed. It leaks, has an electrical short, and stops mid-cycle with an error message every time it is ran. The repair technicians who have been sent out have tried to repair these issues, but have not been successful. I've requested that the company replace the unit or refund me for my purchase, but they have declined. I've asked for my case to be escalated to a supervisor, but the representatives have declined.

  Business response

  02/17/2023

  We are in touch with the customer and would be sending a replacement unit to the customer  

• Initial Complaint

  01/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a equator washer dryer combo in May 2022 and we moved into our tiny in September 2022. In October of 2022, washer/dryer unit started to throw an error E12. Since it was under warranty, we contacted Equator. It took them a month to get a tech out here, who didn’t fix it but told us that he had to order parts. We got the parts the week before Thanksgiving. It took until Jan 16 2023 to get another tech out here, after multiple techs just never showing up. The tech that came today put all the parts in. However, when we started a load of wash after not being able to use the unit in almost 4 months, we got the E12 error again. We can no longer have this unit to be broken, not only are we paying it off but we now have to travel an hour round trip to pay to do laundry

  Business response

  01/17/2023

  We are sorry to hear about the situation with the unit. We will go ahead and replace the unit with a refurbish unit which might have some cosmetic damage but would be in perfect working condition.

• Initial Complaint

  07/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The washer has never performed as expected. Always defective we stopped using it after 3 washes. We do out laundry at my mothers house. The smell that displays when we use the dryer is toxic and it was not disclosed to us on the main page of the retailer we purchased the appliance. All I need is my money back so I can get a quality product. The retailer is explaining that they can not return my money because I opened the box and used the washer/ dryer. My full intention was to keep it. But now knowing that it is of very poor quality and it jumps and shakes drastically everytime it was finishing the washing cycle and the dryer is exposing my 2 young daughters to chromium. And this was not explained on the home page where I purchased the appliance. I really want my money back. Will then go to a retailer that actually cares about customers.

  Business response

  08/08/2022

  Hello, we had a discussion with the customer and she has agreed to service the unit. We will send the technician and will take it from there

• Initial Complaint

  07/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the Equator Laundry Center from the seller through ****** in August, 2021, for my 85 year old mother. The machine stopped working in May, 2022. My nephew and I both have tried endlessly to have the item replaced or my money returned. The company offered to send a refurbished item, when I paid for a new one. The company sent two repairman to fix the machine, but they could not and could never get the right parts. ****** has also filed a complaint, but due to their 30 day return policy, that's all they can do to help me. The company never answers phone calls for repair, but sends random texts that never resolve the issue. I would like a refund for this defective item and a complaint filed against this company.

  Business response

  07/20/2022

  Hello 

  Refund request has already been submitted to ****** and the customer should be getting a refund in next 3 to 4 days. Also once the refund is received customer can field scrap the units.

  Customer response

  07/20/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. However, until I receive the money into my bank account I am still holding the seller responsible. 

  Thank you,

  Anita L. *******

  
  
  
   

  
  

• Initial Complaint

  05/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an appliance from Equator on June 1, 2021 for $1,378.98. The appliance worked until October 2021. I reached out to customer service. I had delayed response from them. After 4 weeks, I received parts that didn't fit the appliance. As far as someone to service the appliance, they never found someone to do it. Now after almost a year, my appliance no longer works at all. I tried calling them today, and received no response.

  Business response

  05/20/2022

  Dear Customer,

   

  We want to apologize firstly and this is not something we want out clients to face. We will have someone reach out to you and take necessary action. The time frame from October 2021, until now was the machine working?

  Customer response

  06/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   I've been waiting 2 weeks for a response from Equator on when my replacement appliance will be arriving. I've received no response.
  

  Business response

  06/15/2022

  Dear Customer,

   

  We sincerely apologize for the delayed response. However, as per our notes we see that one of our customer service representative confirmed with you on June 1st that the replacement of the machine is approved and on June 14th they reached out to you confirming the tracking details, if this is incorrect please let us know and kindly give your best contact number and we will call/text you.

  We certainly don't wish this for our valued customers to undergo any such agony, and we are here to resolve this issue ASAp.

  Thank you for your understanding!

   Appliance Desk

• Initial Complaint

  05/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In December of 2021 we ordered a washer/dryer combo, when we installed it, there was a squeak when it ran. We tried to contact their customer support to get help, with no response, we eventually left a review on ****** and they called, for 3 months they promised to send out a technician to fix the issue. I’m that time frame they gave us three contacts to call, the company existed, but the employee didn’t and we’re told we couldn’t be helped. Finally, a technician came out, this technician’s ears couldn’t hear the high frequency of squeak so he couldn’t isolate the problem. We sent the video of the still squeaking machine to the customer service, they acknowledged the squeak and they gave us some advice to try, they also promised to send out another technician. We did everything they suggested, but it still squeaks. It has been over a month later and they still haven’t sent out another technician. We’ve worked with a number of customer service people at equator, I have reached out to everyone of them to see what we can do next, an no one has responded, I even reached out headquarters. We would like the machine to be fixed, replaced, or simply returned.

  Business response

  05/05/2022

  Dear Customer,

  We sincerely apologize and this is not the experience we would want for our customers. We will have one of our representative reach out and initiate the case and have this resolved. However, as per the documentation the last service agent invoiced us for $155/- on 4.4.2022 stating the machine is repaired and is working fine.

  Our team also tried reaching out to you between 3.30.2022 and 3.31.2022 to check if everything went well.

  Why didn't you respond to us earlier and was the issue resolved back in March that you have waited until May to file a complaint? We are asking this since we need to investigate this matter in detail.

  We will try to resolve this issue and get a working noise free machine to you as soon as possible however we will need cooperation and support!

   

  Sincerely,

  Appliance Desk Team

  Customer response

  05/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  We did respond on 4/8, on 4/12 Peter promised to send another technician. We are super busy with seasonal jobs, it takes us time for our schedules to align so that we take the machine on and off of it's pedestal to test it, I don't think our response times are unreasonable, at least we are responsive, which is more than I can say for your team of late. I also messaged on May 1, and texted every number from your company who has ever texted me, with absolutely no response. 
  
  Regards,
  

  Hilary
  
   

  
  

  Business response

  05/13/2022

  Dear customer,

  We apologize for the delay! We are escalating this issue to our management level and will have this taken care. Let us investigate in detail and will revert early next week. The customer can accept a call back/text by Monday.

  Thank you for understanding!

  Sincerely,

  Appliance Desk Team

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