Alliance Laundry Systems

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 model. There is a statement in the Users Guide of the automated model that states" that unless the water temperature is at least 60 degrees, soap residue will remain". The water temperature of the automated model that I had would only reach 52 degrees.I did not want soap residue in my clothes. There was not any warning in the Users Guide that the water would not reach 60 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 60 degree, stating it said so in the users guide. Ther is not one word in the Automated  Users Guide stating that. I hope that you will force Alliance Speed Queen to adhere warning labels to their automated washers, especially for the health of newborns. My skin problems are bad enough, some caused by soap residue. Imagine 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]

Thank you for all your help regarding this issue. I received the most recent update stating that Alliance is working with the local distributor to have the products removed from my home. I 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, etc. from 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" page. I 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,[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 this. Customer Service

Review: Alliance Laundry Systems is the representative for Speed Queen washer/dryers warranty. After several contacts with Alliance, being without my laundry appliances for 6-8 weeks, and, paying rental fees on a rental laundry unit in excess of $150.00, Speed Queen refuses to either pay the rental fees, replace the washer and dryer or help with repair of said appliances.Desired Settlement: I want my laundry appliances back or replacement of units AND reimbursement of my out of pocket rental fees. I want other customers out there to beware of Speed Queen's failure to honor it's warranty or at the very least, the difficulty of dealing with Alliance Laundry Systems in regard to the Speed Queen warranty.

Business

Response:

Please provide the following information so we can fully investigate your complaint.

The machine(s) model and serial number(s) Toploaders are found under the loading door, dryers are found on the front panel when the door is opened.

The name & person at the dealer you purchased the products from and have been talking with.

A description of the problem(s) you are experiencing.

The name of the service company if different than the above dealer you have spoken to.

Once received we will be in a better position to respond to your complaint.

Sincerely,

[redacted] - Manager Customer Service

Consumer

Response:

These are the answers to the questions I received. I bought the Speed Queen washer and dryer models WSQAWN412, SERIAL NUMBER 120702984 and WSQADE3OR, SERIAL NUMBER 1207029552 on February 20,2013 from American Rental located in Greencastle, IN 46135. The manager I bought them from was [redacted] and she is who I have been dealing with during this ordeal. Their repair person as I understand it, was through the Distributor, a [redacted]. He did repair the dryer to my satisfaction and it has been returned to me. However, he advised me the washer was also repaired but when it was delivered it would not drain and rinse. It just sat there and hummed. So they took it back and left the washer that I had been paying rent on for me to use as a loaner, free of charge. I still have that loaner as of this date. Up until Friday, February 28, 2014, I have paid rent on a washer and dryer to use for approximated 6-8 weeks and paid out of my pocket almost $200.00. After many conversations with Alliance Laundry, first talking to [redacted], and a man, a very rude man, they continued to be of no help to me at all. I contacted their authorized repair people in my area and no one would repair it because they did not sell it to me. Ms. [redacted] herself contacted American Rental and they agreed to send it out to be repaired by their authorized repair person. I then waited about six weeks for repair only to find the washer was not repaired at all. I was advised by Alliance Laundry that they would not reimburse my out of pocket rental fees and they would not replace my appliances even though Speed Queen has a 25 yr warranty on their appliances. I received absolutely no help from Alliances beyond what Ms. [redacted] did in the beginning, which I was informed by Mr. Rude Man, she went beyond her authority in doing that. I am asking for reimbursement of my out of pocket expenses, OR, replacement of my appliances, or at the very least, the washer.

Consumer

Response:

Alliance Laundry needs to acquire and own the Whirlpool appliance brand

Review: I pre-ordered a new Speed Queen washing machine and matching gas dryer (models AFNE9BSP113TW01 and ADGE9BGS113TW01, respectively) from a retail dealer (C.A. Wilson Company in Waxahachie, TX) of Speed Queen products on 24 February 2015. The items were delivered and installed on 24 March 2015. The washer has a factory cosmetic defect on the control panel. The retailer has not been able to correct the cosmetic defect despite several communications with Alliance Laundry Systems. In addition, I have discussed this issue with Alliance Laundry Systems technical service directly and they have not been able to correct the defect. This "bubble" in the display face appears to be a manufacturing defect. I do not want a product which has any defects in manufacturing. Also, the gas dryer has NEVER worked properly. The auto-sensor system does not function properly. In nearly all cases, the load is not dry as indicated on the sensor display. It does not fully dry the load regardless of the cycle chosen (delicate, permanent press, regular, etc.). Often it takes as many as three complete cycles to dry the load. Other times, the sensor indicates the clothes are still wet, yet they are dry. It is obvious that the sensor system is malfunctioning. Their advertising states "Speed Queen dryers deliver the perfect dry, every time." This is NOT the case. Again, our retailer attempted to repair the problem on several occasions, including replacement of the circuit board. Despite their efforts, the dryer continues to malfunction. The retailer has made several trips to try to repair the problems after discussing the problems with Alliance Laundry Systems. They have tried all suggestions from Alliance but the dryer still does not operate properly.

I have spent two months with defective products and have missed work and appointments to be home for the repair attempts. I do not want these products.Desired Settlement: I want Alliance Laundry Systems to authorize the retailer, C.A. Wilson in Waxahachie, TX to remove the defective products from my home and issue a full refund for my purchase, including delivery and installation (hoses, gas connector, etc.)

Business

Response:

Alliance Laundry Systems has been working with both our dealer & Ms. [redacted] 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. [redacted] 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 5 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. [redacted] 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. [redacted]'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. [redacted] 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 temperatures. Once 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.[redacted]Director of Technical Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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, etc. that 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,

Business

Response:

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

Consumer

Response:

Thank you for all your help regarding this issue. I received the most recent update stating that Alliance is working with the local distributor to have the products removed from my home. I 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, etc. from 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" page. I 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.

Review: I purchased new Speed Queen washers through Yankee Equipment, which are manufactured by Alliance Laundry Systems in January of 2014. The install of these machines was approximately late February 2015. These machines have had normal use as they would in any laundromat and 15 months after they were installed, the bearings in two of my five Horizon washers went bad. These bearings are warrantied for 5 years, but parts only. When I reported this issue, it took over 2 months to get a representative from Yankee or Alliance to review the machines and assess the situation. All the while, these machines were marked out of order and generating no income. The result of their review was the same as I had told them already, the bearings were no good, which is extremely premature to happen. They furnished the bearings per the warranty but they refused to cover the labor, which is simply ridiculous. For a laundromat owner to expect to pay the labor for repairing extremely poor quality bearings after 15 months of use is unacceptable. While Alliance gave my vendor who did the work $90 per machine for the labor, I had to cover almost $300 for the job. As mentioned before, this was on 2 of the 5 Horizon's I have. The remaining 3, which have had less use than the first two thus far, are beginning to make the same noise as these two that failed and they will need bearings as well, before they realistically should. At $150 per machine to repair this problem, I am loosing money on these machines and Alliance has not given any attention to my complaint. It is unacceptable for a company as large as Alliance to not stand behind their defective equipment that costs $1,000's of to purchase in the first place.Desired Settlement: I feel it is appropriate for Alliance to refund me the fee I had to pay Yankee Equipment as as well, agree to cover the labor for the remaining 3 Horizon washers IF those bearings also fail within the next 12 months. I think this is more than reasonable and fair.

Business

Response:

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 $90 per unit($180) total to help Mr [redacted]. 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 15 months ago.

Business

Response:

I have been informed by the authorized Speed Queen distributor(Yankee Equipment Systems) that they have credited the remaining labor balance of $290 from Mr. [redacted]'s account in order to resolve this for their customer.

Review: I bought a Speed Queen mechanical timer top-load Washing machine from [redacted]'s of Albuquerque, NM on November 1, 2015 and installed it according to Alliance's procedures the following day. I bought the Speed Queen, because the Whirlpool top-load washer I previously had lasted only 4 years, and would cost $400 to replace the electronics board. I wanted a washer that would last. Speed Queen had "the best warranty in the business": 3 years parts and labor, 5 years on the motor, and 15 years on the transmission assembly. It appears the mixing valve failed to work correctly after only a month and a half. It will not rinse and spin in any setting. I contacted technicians at the company twice today, and spoke [redacted] and [redacted]. [redacted] cut me off before I finished explaining things. I contacted the dealer, [redacted]'s of Albuquerque, who in turn contacted Alliance. Alliance gave them the name of a certified repair business in Alamogordo, NM, by the name of [redacted]'s Appliance Repair. [redacted]'s called me back with the name and number of the repair business. I called them, and they said they could provide service, but had to receive authorization from Alliance, since it was under warranty. [redacted]'s called me back and said Alliance was unwilling to pay for mileage. They are apparently unwilling to honor their warranty, and I'm stuck with paying for the repair job, because I live in a rural area. That is just not right. Why even have a warranty.Desired Settlement: Honor their warranty and proceed to have the washing machine repaired.

Business

Response:

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 3 years and will also cover 100 round trip miles by an authorized service agent. For remote areas the machine owner is responsible for miles beyond the 100 round trip coverage.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and now realize that there is not much I can do in my situation. The 50 mile radius from an authorized Speed Queen service/repair provider was not disclosed to me by [redacted]'s when buying the machine. They knew I lived near Socorro. Only the 3 year warranty was made a part of the order literature. They mentioned the 5 year motor and 15 year transmission warranty period. The warranty details and limitations were with other literature inside the machine and could not be seen until the washer was unpacked for installation. Still, I expected the washer to be trouble-free for more than a month and a half, and expected more support from [redacted]'s and Alliance. My mistake.

Regards,

Review: We purchased a Speed Queen Top-Loader Washing Machine, Model No. AWN432 on March 30, 2013 with a 3-years extended warranty. We were looking for a heavy-duty washing machine that would be able to handle large loads, and one that we had hoped last us into my retirement and beyond. My husband worked as a self-employed auto mechanic for over 30 years and became disabled due to severe back problems in 2010. His legs tend to give out on him, and he has since fallen and now has neck problems too. He is facing both a neck surgery and back surgery (if not several). I am working a full-time job and will probably have to stay working longer than I had originally anticipated (since we now only have the one income) to keep up with bills, as well as putting kids through college. As I mentioned, my husband is disabled and it is imperative for us to have laundry facilities at home. The emotional strain has been unbearable trying to adapt to staying home for husband. Therefore, my husband has done his best to contribute to the household by doing some of the household chores such as the laundry. It is imperative to have the laundry facility at home.

Approximately three weeks ago our machine had to have the transmission, the main shaft and seals replaced. One week later, the rubber washer under the agitator had to be replaced. We were told by the repairman that he hasn't every had to replace a transmission except in school, and if it hadn't been under warranty he would have told us to buy a new machine. Then, one week ago today I was off of work having taken my daughter for some minor surgery and doing a load of towels. I went downstairs and my basement was filled with smoke. My towels were ruined from the smell. The washing machine was on the spin cycle and had locked up. I have taken the towels out, but the machine is still sitting with water in it today. NOTHING has been done. We have called the man who did the repairs. He can't come without permission from the company. The company (located in Wisconsin) has decided that our machine (located in Illinois) and having not been looked at by anyone, needs a part. I'm not sure WHO in the company told him this because I called the company yesterday and the lady I talked to ([redacted]) asked me if my husband wanted to speak to someone there. I told her he had already called there three times and we have had no results but were told a piece was on order. Still today...NOTHING!! Now my disabled husband is carrying laundry out of the house and dragging it to town to wash it and carrying it back home. I'm sorry, but NEITHER OF US SHOULD HAVE TO DO THAT! Especially not after spending so much money for a machine with a three year warranty. It's time for a NEW ONE! We have waited long enough!

We believe, after all the problems we have had, and after having spent the money we did, that we deserve a new machine. PLEASE HELP! I do not wish to watch my husband deteriorate even further from this action.Desired Settlement: Please help us to get a new machine...pronto!

Business

Response:

Alliance Laundry was made aware of this situation earlier today and at that time the issue was resolved by authorizing the dealer to exchange the unit so we are unclear as to why this complaint was filed with the Revdex.com.

Consumer

Response:

Review: I purchased Speed Queen washer from the Alliance dealer in Wellsville, N. Y. The washer did not t work right, apparently the electronics are broken as the water is ice cold, temperature 52 degrees. Their users guide states that the washer will not clean clothes right if temperature of water is under 60 Degrees. Obviously something is wrong with the washer. I wrote a letter to Alliance, today I received a call from a male person. He lied incessantly that it was the fault of the Government because of their mandate to save water. How could saving water have anything to do with the washer getting enough warm water? I am utterly amazed that this person would resort to lying. He then said it was the dealers problem. How could the dealer know the washer was broken? He wants me to get into an arguement with his dealer. I want him to instruct his dealer to replace the machine, but he was so arrogant and nasty, I doubt he will do that. I used the washer but twice, and I do not want it, nor do I want it repaired. I want what I paid $869 for, a new washer that is in working order. This one is not. I would appreciate it very much that when you contact them you would speak to the management about how much that person lied. It was unbeleievable. I cannot believe the company would have such a person on their payroll. He was insulting in every way

possible. [redacted]Desired Settlement: All that I want is the broken washer replaced with a new one of the same model.

Consumer

Response:

This is to inform your that the local Speed Queen washer