Complaints

This profile includes complaints for Speed Queen's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Speed Queen

  221 Shepard St Ripon, WI 54971-1390

• 

  Speed Queen

  PO Box 990 Ripon, WI 54971-0990

• 

  Speed Queen

  318 Vermont St Ripon, WI 54971

• 

  Speed Queen

  341 Vermont St Ripon, WI 54971

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:02/18/2023

  Type:Product 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.

  Found an authorized retailer on SpeedQueens website: "Buying Together - *********"**** *****************, 11B ****************************** ************** But they told me to go to this location to purchase it "***********************" ******************************************************************************** Model speed queen I was looking for Model #: TR7003WN Advertised as one of their highest end models. The machine has not been able to fully clean clothes AT ALL.My home is on a whole house water filter so I'm not concerned with the quality of the water going into the machine. The agitator of the machine is plagued with mold and mildew on a weekly basis. No matter how much we clean it mold continues to reappear over and over in the machine. This went unknown for quite some time until I accidentally removed the cap to the agitator while searching for a musty, filthy smell coming from the TR7 Washer. Only LIQUID detergent has been added to our wash since day 1.6 months into owning the washer it began to give an E:Ub error code we thought we might have loaded too much clothes so we removed some of the load, unplugged the machine to reset the error code and began to wash again. It seems every other load of dirty clothes we attempt to wash now no matter if its a few clothes or a fully laundry basket we continue to receive that unbalanced error code. It can be just a few tshirts and nothing else the machine will claim its unbalanced.I've contacted speed queen via the HomeOwner customer support number **************** the representative that answered the call was EXTREMELY RUDE and just dismissive of any problems and/or issues I tried to explain. For a company that boasts so much about standing behind their product they sure don't want to hear any negative feedback.If I have to unplug a machine to reset almost every other wash from a company that prides themselves on quality. This is not the purchase to make. A washer that can't wash clothes. Please take your machine back.

  Business Response

  Date: 02/20/2023

  Please respond here with the model and serial number (from the serial plate on the under side of the lid).  We will need this in order to look into our CRM system to investigate.

  Thank you.

  Customer Answer

  Date: 02/21/2023

  [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 ********. No resolution has been found yet. Responding to the businesses request to provide more information: "Please respond here with the model and serial number (from the serial plate on the under side of the lid).  We will need this in order to look into our CRM system to investigate."

  Model No: AWNE9RSN116TW01

  Product Code: TR7003WN

  Serial Number: **********

  Business Response

  Date: 02/22/2023

  Thank you for the information.  The only calls to our Customer Support Team was regarding finding service and making sure the machine was registered.  If there was any other interactions, please let me know what phone number was used to call in.  With that being said, we do not have any warranty claims for this machine either.  I would advise calling in to our customer support team ************ and ask for best practices for cleaning detergent residue from under or around the agitator.  

   

  Customer Answer

  Date: 02/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have cleaned the "residue" (mold/mildew) multiple times since owning the machine. The machine is constantly getting an unbalanced error. The machine does not perform within the advertised ability, clothes regardless of the load amount are NOT fully cleaned ever. I could have purchased a $300 washing machine that performs better than this "top of the line" speed queen.

  Researching more online shows that I am not alone with these issues which I solely blame myself for not doing more throughly on my part before making the mistake of purchasing this washer. Other users are complaining of the exact issues I've made in this post: Videos are online depicting the mold issue within the agitator, riddled with error messages, and various complaints of clothes not coming out clean regardless of the setting.

  If I put a small load of laundry in for almost an hour and clothes still come out dirty what is the purpose of this washer? To waste electricity and water? 

  This Speed Queen TR7 is a complete LEMON. The only recourse of action I see going forward if Speed Queen stands by this product is to take it back and issue a full refund. I will never purchase another speed queen branded machine again.

  
  Regards,
  
  *************************

  Business Response

  Date: 02/27/2023

  Our warranty bond is a parts and labor repair warranty for factory defects.  Please reach out to our customer support team ************ to have them assist in dispatching a servicer or you can find a listing of our authorized servicers by zip code at the website: ********************************************************

   

  Thank you

  Customer Answer

  Date: 02/27/2023

  [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 find that this resolution is NOT satisfactory to me.

  I will contact customer service to file a warranty claim to have the washer serviced as instructed by Speed Queen but it does not change any of what I initially stated about the washer. The TR7 Speed Queen washer is horrible and riddled with issues that no customer should personally deal with within the first year of ownership. I asked for a refund for a lemon and was instructed to have it serviced instead. Speed queen would rather waste even more time than do what is right by a VERY unhappy customer.

  
  Regards,
  
  *************************

  
  

  Business Response

  Date: 02/28/2023

  Speed Queen's warranty is a parts and labor warranty for any manufactured defects.  Speed Queen does not replace machines.  Attached again is the warranty bond.  

• Initial Complaint

  Date:02/12/2023

  Type:Order 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 purchased a set of speed queen washers end of January 2022. The washer recently broke with a 5 year warranty. I put in a ticket with speed queen but received no support. In the time that they did not respond the dryer actually nearly caught fire in my shed. The vent tube was fine, no lint build up, and no electrical issues with my socket or the wiring of the dryer - which has been used in the same fashion and cleaned regularly in the past 11 months of use.

  Business Response

  Date: 02/13/2023

  We have received your inquiry - however we do have a backlog of emailed tickets and have not gotten to yours that was sent in on Thursday.  I have assigned the ticket ******* to one of our representatives to work this week.  Please continue to correspond via that ticket.  Or feel free to call in to our contact center at ************ - keep in mind that Mondays have a larger call volume and longer wait time.  

   

  Thank you

  Customer Answer

  Date: 02/16/2023

  [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 find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ********
  

• Initial Complaint

  Date:02/06/2023

  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 speed queen dryer in 10/20. I had it professionally installed as per specs by manufacturer. It came with a 7 year warranty. In addition, I get it professionally cleaned every year. Recently it has stopped working efficiently, meaning I have to run it 2 to 3 sixty minute cycles to get clothes dried. I called speed queen customer service and they directed me to have one of their approved vendors come out and analyze issue. Technician came out two week ago, checked sensors, air flow, and set up and found them all to be good. While here he called speed queen service line and talked through issue with them. They suggested changing motherboard. He ordered it and came back to replace it. After that, I was having the same issues. I called speed queen back and they refuse to put a manager on the line. **** notes last Wednesday and said I would get a call back in one to two days to discuss a replacement which they never did. Now they want the same vendor to come out and do more anaylsis , as the motherboard that was just replaced may be defective. And they noted that the 7 year warranty is for service only, and do not have an answer for what is done if it cannot be fixed with service nor can they answer what is the next step after the technician comes out again (if there is nothing else to be fixed). Feel like I am getting total run around while I have a dryer that does not work, and I still have 5 years left in a warranty that apparently means nothing. In addition, their attached response details the potential for improper venting which was checking by professional technician who they chose and he found it all to be good. Please help! My name is *********************** and I can be reached at ************. Thank you !

  Business Response

  Date: 02/07/2023

  This case is being handled by our escalation team and team manager.  We will continue to work towards resolution in ticket 1265576.  

   

  Note-our warranty is a repair/service warranty, not replacement.  We have protocol we must follow.

• Initial Complaint

  Date:02/03/2023

  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.

  Bought new speed queen washer and dryer in 2021. Since new, dryer has put pulls in all athletic wear dried with it, including new items. We alway dry athletic wear on delicate setting, and low heat. Unit has been repaired by an authorized service company more than 8 times, and still damages athletic wear. Clothing was never damaged by previous 10 year old dryer.

  Business Response

  Date: 02/06/2023

  This case is being handled per company policy in ticket ******* with one of our escalation agents.  Please continue to communicate there.

  Thank you.

• Initial Complaint

  Date:02/03/2023

  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.

  We purchased a speed queen washer and dryer under a special promotion for a 10 year warranty. About 6 weeks ago our dryer went out while still under warranty. We called the ************** and after a few weeks came out to tell us the heating element went out. The part is on back order we were told and should be a couple weeks. We now cant get a response from retailer so we called Speed Queen direct. They basically tell us they will let the retailer know with an email and they have to fix it. I cant get either to get me a date or answer on when this can be fixed. last call to speed queen they just hung up on me without answering the question. at what point do they have to honor their warranty? I get parts are back ordered due to supply and demand through covid but if thats the case just replace the whole unit. Ive looked up the part and its available online, ive offered to install it myself. Im out of ideas and frustration is high!

  Business Response

  Date: 02/06/2023

  Please provide model and serial number of the machine in question so we can investigate this situation.

  Thank you.

  Customer Answer

  Date: 02/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [model dc5000we serial ***************
  Regards,
  
  *****************************

  Business Response

  Date: 02/06/2023

  Thank you for the response - however those are both part of the model number.  I need the actual serial number - which will be a 10 digit number, all numbers.  

  Thank you.

• Initial Complaint

  Date:01/16/2023

  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.

  Our SQ washer was purchased new over 6 years ago. The door lock has failed for the 4th time and now the machine is out of warranty (the first failure occurred after only 7 months of light use!). There is something inherently wrong with the machine that is causing the door lock to fail and none of the repair people have been able to correctly diagnose the problem. To me this sounds like the definition of a lemon where the item continually fails for the same reason, both in and out of warranty, and is never properly fixed. We have spoken to a number of people at SQ about this problem but, of course, no one ever wants to accept responsibility. Now we have been told that since the machine is out of warranty they can do nothing for us. When you spend this amount of money for a washer you expect quality and support when a recurring problem like this happens. We have received neither. As a side note, SQ always suggests that we must be repeatedly slamming the door shut resulting in the multiple failures. We are a retired couple with no children living at this residence. Since the first failure we have been ****** cautious in shutting the door in the hopes that this would not occur again. No such luck! It keeps happening no matter how gently we close the door. I am not certain why they do not want to admit it is a problem with their machine. No company's quality control is 100% perfect and they know this; the occasional 'lemon' should be expected and the problem rectified.

  Business Response

  Date: 01/18/2023

  This machine is 646 days out of warranty.  Unfortunately we cannot cover the parts or labor for this repair.

• Initial Complaint

  Date:01/05/2023

  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.

  A 2 month old washer from SpeedQueen malfunctioned and flooded my upstairs laundry room on 11/25/2022 (video evidence available of both the machine flooding and the damage to the flooring beneath the tile ). I have incurred MANY expenses as my husband suffers from seizures from mold so I have had to have the tile ripped out, replace the tile, purchase another washer and dryer for the mudroom while the laundry room is being tiled, and pay for someone to move the new washer and dryer upstairs when the project is finished. SpeedQueen told me to file an insurance claim which I can not do as I will be dropped from my insurance carrier of over 30 years as I had to two significant claims (also out of my control) this past year. My contact, ***************, has been completely unresponsive (I have email threads that show he has completely ignored all requests for contact). The only other number I have is the general customer service number and they have been completely unhelpful. Please help me, this is a large corporation shirking their responsibility for a faulty product.

  Business Response

  Date: 01/10/2023

  This case is being handled by multiple people within our organization.  We will make sure to connect them and come back to you with a solution via one of our open tickets with either the customer or the distributor.  Ticket numbers *******, *******, and 1244246.

   

  Please note that the manufacture's warranty does not cover consequential damages.  Find warranty bond attached.

   

  Customer Answer

  Date: 01/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

  Business Response

  Date: 01/18/2023

  Our Director of After Sales has sent the required forms to the folks at TriStates that need to be filled out, supporting documentation and photos, etc will need to be gathered and returned.  Please continue to work this case through your contact at TriStates.  

   

  Thank you

• Initial Complaint

  Date:12/19/2022

  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.

  Purchased a washer 12/2021 from an authorized speed queen retailer. I never claimed to be a business or commercial property. I verified the warranty was good and thats the only reason I actually went with speed queen. 10/2022 washer broke. I contacted support and they were nothing but rude and argumentative. They told me they cant cover it because its commercial and they would see what they could do and that they would try to get an approval to have the parts sent right to me so I can pay to have someone put them on. I got an email from a speed queen parts distributor/technician asking what parts I needed and I told him. I never got a call or email after that. Its been two months and I have a broken speed queen that gave out at 10 months old. Why allow that washer to be sold to me a consumer without it being a commercial property I never was informed I had to be a business. Why claim youre going to help me and even have someone contact me asking for the part number for the part I need just to ignore me for months. The original person I spoke to was ***** that was nothing short of rude and he did say he would contact someone(*****)to have her approval so I can get the parts I need paid for by speed queen. and today the man that answered the phone argued with me about my use of words and was more concerned with being right than helping me and listening to me as he did nothing but prove he didnt not hear me when I gave my side. After arguing with me all morning he told me well I cant help anyway because I work on the residential side. So why did you argue with me all morning why not immediately reach out to commercial to help me. I have given them two months to get/ send parts for a ten month old **** dollar washer that I still have to pay someone to work on and they didnt. They take no responsibility for their product and wont stand behind it. YOU AUTHORIZED APPLIANCE CONNECTION TO SELL THAT WASHER TO ME WITH THE WARRANTY!!

  Business Response

  Date: 12/20/2022

  This is a commercial machine - if there is a discrepancy regarding the application of this machine the customer should go back to the retailer that sold this machine to them.  Our retailers sell both residential and commercial machines.  

  
  Thank you

  Customer Answer

  Date: 12/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *****************************************

  This is a retailer speed queen has authorized to sell their machines. It is your responsibility to ensure that your retailers follow proper protocol not mine. I bought it from them because they were an authorized retailer and was told by the company that you allow to sell your products that it comes with a  speed queen warranty. I was also told  from speed queen that I was simply waiting on approval for speed queen to have someone send me the parts I need as the washer comes with a parts warranty so regardless if the machine comes with a one year parts warranty I should be sent the parts from whoever would send them to a business or reimbursed the same way. The customer service lacks tremendously with this company as you can see from their response to me and others.  this washer that they made breaking ten months in and denying supplying, paying for or reimbursing me for any parts is unacceptable. I called in October and after your customer service reps were nothing but rude told me they would be getting an approval to get me the parts and never reached back out and thats acceptable? Shouldnt I have been given the courtesy of a call or email. I was instead contacted by a company asking me what parts were needed and when I let them know they also never reached back out to tell me anything. If you produce a product that fails you should back it no matter what especially if you give  another company permission to sell said product its not the customers responsibility to make sure they are following your protocol as to not sell a general consumer/residence a product with claim of a warranty coming with the washer a commercial only unit. It should be made clear by speed queen and their authorized retailers that the warranty is void if a commercial washer is placed in a residence. I was never told that and the screenshot I have from when I bought it says nothing about that. If a washer is made by you and breaks ten months in any reputable company would certainly back their product up and provide a part to the customer so they can fix their washer. No attempt to resolve this has been made.

  Business Response

  Date: 12/23/2022

  Customer has a couple of options here:

  1. Follow the commercial warranty and let MCH repair the machine with the parts they ordered.  Parts would be covered under warranty, but labor would not be.

  2. Reach out to the retailer they purchased from and seek resolution through them for selling a commercial machine to a residential setting.

   

  Thank you

• Initial Complaint

  Date:12/16/2022

  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.

  Here is detailed account of events I'm sending to speed queen.Good afternoon, Im writing to explain my frustration with a ONE MONTH OLD washing machine. The details:1. Installed on November 11, 2022. I ordered this washer dryer combo item over 6 months ago, to be installed in my home on November 11. The ones I originally ordered were not available, so I settled for the white ones in place of stainless steel. I ordered my items from *********************** ************ in ******* **. My sales person was ******. I ordered so long ago due to the lead times of everything. However your return policy is flawed due to your lead times and specifications on timelines. 2. Started using the washer on November 14, 2022 on move-in day for my new custom home. First time use, the washer expelled water all over my floor. Thinking this may be a poor connection, I searched and ensured it was not connected incorrectly, and finally figured out the water was coming from the soap dispenser. D 3. November 16, ****** ************ the repair man came out and replaced a part for water pressure into the unit itself. These seemed to fix the problem. 4. December 8, the error code presented on the washer, could not get the loud alarm/noise from the washer to stop (which was full of water) so we turned the breaker off and let the machine reset, all seemed to work fine.5. December 9, flooding from the soap area again all over the floor and had to shut down the unit again, so It didnt flood the laundry room further. Restarted unit again, no flooding this time. And yes made sure the soap area was closed securely. 6. December 12, repeat of December 9.7. December 16, repeat of December 9 and 12, and now an error code ER ** that will not stop with breaker reset and unplugging for over an hour. Now, remember I have had this unit in my home for just barely 30 days. VERY DISAPPOINTED. I am requesting a refund to Supplier so I may choose a different unit.

  Business Response

  Date: 12/20/2022

  Our escalation representative will be reaching out to customer directly via their correspondence with our support team in ticket #*******.  

• Initial Complaint

  Date:12/07/2022

  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.

  We purchased a set of Speed Queen washer and dryer the end of October 2022 from **************** in ********* ** after hurricane *** killed our dryer. We purchased the units with the understanding that a 10 year manufacturer warranty was available. This was the first problem as Speed Queen then told us that 7 years is all they provide the warranty for. Within 5-6 weeks the washer stopped working. We then contacted Speed queen via their web page to file a claim. After 3 days with no answer we called Speed queen where we were waited for over an hour for someone to answer. The lady told us a ticket was created and that the first available technician would contact us within ***** hrs. The was Monday afternoon. It is Wednesday evening. No call. I did receive an email from Speed queen that I could contact a service provider and a list was provided. These same providers referred us back to Speed queen with the option to pay $150 service call fee. We spent over $2700 on a brand new set of appliances and were told these have both parts and labor warranties for the duration. Why are we being ignored? With 4 kids the laundry is stacking up and using a laundry mat is extremely inconvenient. I want this repaired asap.

  Business Response

  Date: 12/12/2022

  This case is being handled with one of our reps at the Consumer Support Contact Center.  Ticket number 1216552.  This rep has been alerted and been given instruction to respond to this customer as quickly as possible to assist in getting the machine/s service.  Customer can expect a response from the ticket in the next 24 hours.

   

  Thank you