Alliance Laundry Systems

Alliance Laundry Systems has been working with [redacted] in an effort to find a solution to the intermittent noise being heard during the wash cycle Despite the unit being approximimately years out of the initial year warranty period Alliance Laundry Systems will be sending a complete inner module assembly which includes the inner & outer tubs, a support structure with transmission all assembled on our production line to resolve the issue.The item has been ordered and will ship prepaid to [redacted] Customer Service

Thank you for all your help regarding this issueI received the most recent update stating that Alliance is working with the local distributor to have the products removed from my homeI have not issued a rebuttal as of yet, but will do so within the required ten days The retailer contacted my husband yesterday to schedule pick up of the washer and dryer today, but said the return is "conditional" and requires that we sign a statement promising to remove any negative reviews regarding the product, retailer, Speed Queen, Alliance Laundry, etcfrom the internet, social media, or anywhere else, and that we not share any negative reviews in the future In addition, we must agree to resolve the issue with the Revdex.com Of course I have no problem agreeing to the resolution with the Revdex.com once the products have been returned and a refund issued I've mentioned before, Alliance/Speed Queen already deleted my posts (as well as other poster's negative reviews/comments) from their facebook "fan" pageI have gone through my personal facebook page and deleted any posts I've made pertaining to my dryer issues Nevertheless, this conditional return makes me uneasy.Thanks again,***

This is to inform your that the local Speed Queen washerdealer has replaced my Automatic washer with a regular model with manual controls which allows me to have hot water to wash my clothes Howeve, this does not resolve the crux of my orignal complaint which was about the water temperature of the automated modelThere is a statement in the Users Guide of the automated model that states" that unless the water temperature is at least degrees, soap residue will remain"The water temperature of the automated model that I had would only reach degrees.I did not want soap residue in my clothesThere was not any warning in the Users Guide that the water would not reach degrees.There was not a sticker on the washer stating that, nor did the dealer warn me of that How many housewives with babies do not know that? The representative ffrom the company lied to me about why the water temperature would not reach degree, stating it said so in the users guideTher is not one word in the Automated Users Guide stating thatI hope that you will force Alliance Speed Queen to adhere warning labels to their automated washers, especially for the health of newbornsMy skin problems are bad enough, some caused by soap residueImagine what happens to newborns [redacted] [email protected]

We are certainly sorry to learn of the circumstances that caused you to contact our company In review of our customer data base file I do see that Speed Queen customer service has informed you that the warranty is a repair, not replace the product warranty The warranty is in place to protect consumers from premature failures not found during the final test process The warranty bond clearly states this and was included with your new washer & is attached for your reference.When I contacted our local distributor who sells Bray & Scarf the Speed Queen product to notify them of your complaint they informed me that they were already working with Bray & Scarf to replace it for you despite the terms of the warranty bond Speed Queen provides.Best regards,Mike [redacted]

We are sorry to hear that you will not accept our offer to repair Speed Queen has contacted our local distributor to honor your request for the purchase price to be refunded Please contact Pochels to arrange thisCustomer Service

[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.]
Revdex.com:We must respectfully conditionally accept the response Pochels has been in dispute with our charge card company and refusing to pay the funds back.We must confirm that all disputes are null and void and Pochels will no longer dispute the funds Once that is confirmed we will arrange to have the machines picked up We wish that we had contacted speed queen thru Revdex.com in March because you would have resolved this and it would have been a good experience!I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Chris Leclaire

Alliance Laundry Systems has been working with both our dealer & Ms*** to resolve the issues she is experiencing with the new laundry equipment purchased. As late as the morning of Friday May 29th(before this notice was received) we offered to provide a hand built control panel for
her washer to resolve the cosmetic appearance she is not satisfied with.The new dryer Ms*** purchased uses moisture sensing bars to determine how long to dry the load. The moisture bars need to have wet clothes come in contact with them in order to provide the computer the correct program to run. If the moisture bars do not see wet clothes contact the dryer runs for minutes and then stops assuming there is no load in the dryer or the load is dried. This protects the load(if present) from being over dried and does not waste energy. The condition Ms*** is experiencing can be caused by attempting to dry very small loads of clothing as the moisture bars do not come in contact with any wet clothing. This matches the description of Ms***'s complaint where she needs to start the dryer multiple times to dry a load and the dealer also noticed that when testing the unit small loads were provided to them. Small loads need to be dried on the Time dry setting.The over dry condition explained by Ms*** was found to be caused by a restriction in the home venting system on the outside weatherhood. If the vent system is restricted the dryer functions on the safety limit thermostat as opposed to the cycling thermistor. This protects the unit from overheating when the home's vent system is restricted and will operate much longer but with lower temperaturesOnce the safety high limits are triggered due to a vent restriction the moisture program will not operate. The dealer has corrected the weatherhood restriction.Alliance Laundry Systems will honor our offer to provide a new control panel for the washer but are not able to honor the request for a full refund for the reasons listed above as we have no control over how the dryer is loaded or the maintenance of the home venting system.*** ***Director of Technical Service

I have been informed by the authorized Speed Queen distributor(Yankee Equipment Systems) that they have credited the remaining labor balance of $from Mr***'s account in order to resolve this for their customer

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and now realize that there is not much I can do in my situationThe mile radius from an authorized Speed Queen service/repair provider was not disclosed to me by ***'s when buying the machineThey knew I lived near SocorroOnly the year warranty was made a part of the order literatureThey mentioned the year motor and year transmission warranty periodThe warranty details and limitations were with other literature inside the machine and could not be seen until the washer was unpacked for installationStill, I expected the washer to be trouble-free for more than a month and a half, and expected more support from ***'s and AllianceMy mistake
Regards,
*** ***

Revdex.com:
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.The response from Revdex.com is not accurate They indicate that the reason the dryer loads are not drying is because they are small loads This is NOT the case...it happens regardless of the load size We have king-size bedding that does not dry We have blankets, towels, jeans, etcthat do not dry I understand the concept of the moisture sensing bars Their explanation of the the problem sounds like a "canned" response and based on facts We have noticed several other complaints of a similar nature on their Facebook page...that is, until the unfavorable posts are removed from their Facebook page We were informed by Speed Queen that their Facebook page was a "fan" page only and they do not accept negative reviews. I have spent hours videoing the unsatisfactory performance of the dryer As the set is a matched pair, I do not want the front panel for the washer because I do not want the dryer It DOES NOT perform, period. We will continue to pursue our options in the local media, social media and legal avenues available to us
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

We are sorry to learn of the circumstances that caused you to contact our company. Please provide your full physical address, what type of noise is heard, is it in the wash cycle or spin cycle, the serial number of the washer and Alliance Laundry Systems will have our commercial distributor
repair the unit for you.Thank you

As we have noted several times the warranty is a repair warranty, not replace the product warranty regardless of the number of days, weeks or months installed. I have again contacted the distributor who stated they were replacing the unit with Bray & Scarf & they indicated this has been completed and Bray will be in contact with you. Best regards

We are sorry to learn of the circumstances that caused you to file a complaint with the Revdex.com. Our records do indicate that the unit purchased is a residential home stack washer/dryer that is being used in a commercial application(Spa). When a residential product is installed in this type
of application the warranty of the product reverts to a commercial warranty which for this product is year parts and no labor coverage (Please see attached warranty bond)Due to the higher cycle usage of an application of this nature more service can be expected.Alliance Laundry will provide assistance with part refunds on of the repairs in an effort to assist you with these repair costs. The motor control and the shock replacement. Please email the service invoices for both of these repairs to ***.Best regards,Mike ***

While Speed Queen strives to provide service coverage in all areas we do realize that in some cases where consumers live long distances from the supporting dealer or servicer no coverage will be available. Speed Queen does however provide a mileage allowance to an authorized service
agent. The warranty as noted in the attached warranty bond will cover parts & labor when installed in a single family home for a period of years and will also cover round trip miles by an authorized service agent. For remote areas the machine owner is responsible for miles beyond the round trip coverage

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Nancy ***

Alliance Laundry Systems is working with our distributor and the dealer to have the products removed from Ms ***'s home

The Alliance Laundry Systems product warranty is a PARTS ONLY warranty as per the attached warranty bond. The warranty does not include any type of labor provision regardless of the product age. An ALS representative made a special on site visit to the laundry
location and decided to assist with a labor concession of $per unit($180) total to help Mr ***. No additional labor allowance will be provided as Alliance Laundry Systems has already gone above and beyond the terms of the warranty that was known at the time the units were purchased months ago

Revdex.com:
The products have been removed.

Alliance Laundry Systems has been working with  [redacted] in an effort to find a solution to the intermittent noise being heard during the wash cycle.  Despite the unit being approximimately 1.5 years  out of the initial 3 year warranty period Alliance Laundry...

Systems will be sending a complete inner module assembly which includes the inner & outer tubs, a support structure with transmission all assembled on our production line to resolve the issue.The item has been ordered and will ship prepaid to [redacted]. Customer Service

Listed below is the response provided to WI Dept of Agriculture, Trade & Consumer Protection as the same complaint was filed with that agency.  Alliance Laundry Systems has spoken with [redacted] and also received the letters you included in your letter to our company.Our company distributes products through a network of authorized dealers and do not engage in the physical installation of the machines as this is completed by the selling dealer or their installation company so I will not be able to assist on the complaint regarding the installation.When [redacted] called he explained his issue regarding the cooler water temperature he was experiencing when using the Normal Eco cycle.  The Normal Eco cycle as described in the user manual will use less water overall and less hot water.  While [redacted] refused to believe the Alliance Laundry Systems customer service representatives explanation of why this cycle was cooler due to new DOE(Department of Energy) guidelines what Alliance Laundry Systems stated is true and not a lie as [redacted] has stated.Starting in March 2015 the DOE mandated lower energy consumption and reduced water consumption on all residential washer products.  All manufacturers were subject to this new mandate and the DOE left it up to each manufacture to design their product to meet the requirement.  Alliance Laundry Systems developed a special cycle called Normal Eco which passes the new 2015 DOE requirement.   The temperature of the water entering the washer is not controlled by the Speed Queen washer and the washer only uses the water that is available at the home as there are no heaters inside the washer [redacted] purchased.  In the winter months cold water is typically much cooler and the hot water will depend on the temperature setting of the home owners hot water heater and the distance from the water heater to the washer.  The further the distance the longer it will take to receive hot water to the washer and therefore result in less hot water entering the washer. (very similar to turning on a shower in the AM as it needs to run a while before achieving the desired temperature)The ALS representative tried to explain that if [redacted] chose ANY other cycle other than Normal Eco and selected either Hot or Warm that he would receive a much warmer, even hot wash(depending on water heater setting and distance) but [redacted] chose to end the call with our company and hung up.Listed below are several links to the 2015 DOE Mandate which will verify that Alliance Laundry Systems was providing accurate information to [redacted].http://energy.gov/articles/new-energy-efficiency-standards-residentia...⇄ washer [redacted] purchased is functioning properly per the new 2015 DOE mandates and all Speed Queen washers produced starting in March 2015 operate the same as described.  Alliance Laundry Systems will not replace the washer as he requested as there the current washer is operating properly.Also attached is the Use and Care Manual reference above.Sincerely,Director of Technical Service