BSH Home Appliances Corp

RE: Complaint #[redacted]We note via file notes the dishwasher is properly installed as of 6/3. In regards to the floor we note the customer has filed a claim which will be addressed with our insurance carrier.  Bosch Executive Liaison[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  Shortly after we submitted our complaint to Revdex.com, we heard from Thermador that we are receiving a new refrigerator. We are in the process of trying to arrange a time that fits our schedules so that the refrigerator can be delivered. We are hoping that we finally receive a refrigerator that is in perfect working condition, and when that happens, we will feel that our complaint has been resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Could you please specify a maintenance procedure which you are referring to? The bone was very small and was most likely stock to the dish. The bone should have been stopped from entering the dishwasher drain by a filter which failed. What maintenance procedure could have prevented this? Again as I pointed out before, this appears a common failure and is a design flow with your dishwasher. May I suggest that you search the net where you will find the same multiple cases and complaint from your customer and address this issue with your customers. Please reimburse my money I spent on repairs without further delay.
Regards,
[redacted]

We bought our [redacted] during the summer of 2015. We spent about $19,000 on a Thermador refrigerator, freezer, dishwash, and oven and stove. Our dishwasher broke within months of buying the product. We contacted Thermador in January of 2016. It took them several months and numerous phone calls for them to find a company that would service our area. After they contracted with "Mr. [redacted]" of Sutton, MA, our dishwasher was fixed, but during that process, they broke the toe board of the dishwasher. They kept saying they would come back and fix it but never did. We contacted Thermador and were told "that's your problem", and to contact Mr. [redacted] ourselves." We explained to them that Mr. [redacted] would not answer our calls. Thermador even tried calling them without success. Thermador has not been able to find anyone to come fix the problem. We have been dealing with this since May 2016. Thermador keeps saying they are looking into the issue but never call back. They always guarantee a returned phone call in 24-48 hours, but they never follow through. I spoke to [redacted] yesterday who reassured me that she was sending this to management and someone would call, but again, noone has called. It is very frustrating that we spent so much money on their [redacted]s and their customer support has been so poor. We would like this issue fixed. We would like the toe board replaced and fixed. We would like this performed on a timely basis.

BSH received Revdex.com's recent correspondence regarding the above customer in that we have not responded to the Revdex.com's initial correspondence in this matter, Please be advised, BSH only received one Revdex.com notice on 11/29/17,In order to resolve this matter a deeply discounted prorate offer was made (emailed)...

to the customer late October for new Thermador refrigerator and freezer column units (the panels and handles would be free of charge). The customer would be responsible for installation and any possible cabinet modifications. We received the signed acceptance letter on 11/17/17 and the payment was taken on 11/29/17, It was advised the ETA of these column units would be end of November. Regretfully, the ETA has changed to mid-January and the customer was advised of this when payment was taken on 1 1/29/17,This is in the process of being addressed and we look forward to a final resolution. We appreciate you allowing us to respond to these concerns.

Hello,Per customer directive the appt. was re-set for 12/17. The door issue is not a recall, rather a qaulity alert for the springs. Our records do not indicate this was done by a Thermador tech or Appliacne Master and these are the only two authorized Thermador service companies in the customers...

area. If the DW running long periods of time is related to the electronics, per the owners manual, electronics are warrantied for 5 years by an authorized servicer. The labor is warrantied for 2 years. Regardless, we will make sure the quality spring alert has been address, plus address the door not closing & DW running a very long time on 12/17. We wll cover all parts and labor. Executive Liaison Team
[redacted]

Regarding the washer appt. #[redacted]:  The care and use manual provides ample information regarding maintaining the integrity of the appliance. As noted in the recorded conversation the consumer thought the technician was going to clean the appliance. The responsibility for maintaining the...

inegrity of the appliance belongs to the consumer. The appliance is well outside of warranty however, Bosch covered the diagnoses as well as sent the "boot gasket" to the consumer. Any labor to install the gasket or any other part needed remains the consumers responsibility. Regarding the dryer appt. #[redacted] This appt. has not yet occured. It is scheduled with our Bosch technician for 11/10/15. Due to the custoemers concern that this is a safety issue, we will cover the diagnoses only. The technician will make a determination at that time if there is a safety concern. If there is no concern and the appliance is in need of a reapir, this would also be the customers responsibilty. Respectfully we decline to remove or replace these appliances. Bosch Liaison1901 Main St. Ste 600Irvine, CA. 92614

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have yet to hear from [redacted] as of 10/05/16 at 5:30 PM, Bosch has said they will give me a credit and if I choose another Bosch dishwasher they will cover the cost to install it as well but if I choose to go with a different brand then the installation cost would be at my expense. While I can somewhat understand their position I hope they can also understand mine, I have been waiting as of tomorrow 2 months for this problem to be resolved and as of now I still do not have a working dishwasher nor a confirmation from the store that I can get one or when it will be installed and I feel trapped to buy another Bosch unit or spend more money to replace their defective product. I bought Bosch to start with because I thought they were rated the highest in quality but their customer satisfaction leaves a lot to be desired when it takes this long to get satisfaction or the hope of satisfaction, as so far I still don't have a working dishwasher. I will see what options I have when [redacted] gives me a confirmation that I have a credit available but until then I do not want to close the claim as an acceptable solution.
Regards,
[redacted]

Hello,The dishwasher is going to be exchanged and the customer is aware. Working with the customer for final resolution.  Thank you,[redacted]

Two phone numbers, left voice mail on one to have customer call us, we do have services that will address this. Also spoke to husband and advised the same and he stated will have wife call.  We are in process of resolving. Best Regards,[redacted]Customer Liaison[redacted]...

[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This proposal would be great but I just received a call letting me know they canceled my appointment for tomorrow that I have been waiting for over a week and need to schedule it over a week and a half later?  This is incredible? I took off to be here tomorrow and they cancel less than 24 hours in advance and want me to wait almost two more weeks? What kind of company is this? I want to accept your offer but how can I??
Regards,
[redacted]

Revdex.com:
I...

have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Left VM on 8/29 & 8/30. Received VM 8/31 from customer's son; the customer is in an area with very spotty cell coverage however, she has received my VM's and will call me in about a week - when she is in a better area. Best RegardsBSH Home Appliances

The very nature of all MW's emits continuous radio transmissions (micro waves) to cook food. There is quite a bit of misconception on the internet and sometimes even in the service field regarding MW's and how they cook. Simply put, MW's do not use radiation to cook food, they use radio transmissions (micro waves). MW's have to adhere to FDA standards and Bosch meets and exceeds those standards. At no time did we place the consumer in harms way. Customer advises MW did not last very long. The national average life span of any manufacturers MW is 5-9 years. At 11 years of age, we are pleased [redacted]'s Bosch MW exceeded the national average. While we understand [redacted] disagrees with our findings, the decision has been made; respectfully we decline any assistance. [redacted]Executive Liaison

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

The Executive office is in receipt of Mrs. [redacted]'s concerns. Based on the information we have in our system we do not show one service call within the manufactures warranty period.In order to properly review the customers case we will need all of the documentation showing the service calls she is...

referencing and a copy of the sales receipt from purchase.Please send the following documentation by email or fax: Email [redacted]@bshg.com or fax 949-399-9848 or by mailAddress is:B/S/H Home
Appliances1901 Main
St., Suite 600Irvine, CA 926141) All of the service records for the dishwasher2) A copy of the sales receipt from purchaseOnce all of the required documentation is received we will gladly review the customer's request.[redacted]Executive Liaison

Bosch is reimbursing the customer and this case is closed.

Hello,The unit is in the process of being exchanged. It should ship out today, and is being sent to the dealer, [redacted], Inc. This is generally a 2-3 day ship. Once they have it they will call the customer to set the appt. to pull the old and install the new. File notes and phone records reflect...

voice mail was left for the customer on 11/9/15 regarding this matter. We sincerely apologize for the difficulties this has caused and we look forward to final resolution. [redacted]1901 Main St. Ste 600Irvine, Ca. 92814

The Executive office is in receipt of Mrs. [redacted]'s concerns regarding the rebate. We are working directly with the Manager that oversees the rebate programs and we will be in direct contact with the consumer after the holidays.

Hello,We sincerly apologize the Thermador refrigerator has not lived up to the excellent reputation Thermador is known for and that this was not repaired by our Thermador technician. It is our understanding the customer has spoken with our Executive Office and there is now an appointment with...

Appliance Master for Saturday, 10/31/15. We anticiplate full resolution with a proper working refrigerator with the appt. that is to take place with Appliance Master. We value the fact the consumer placed great faith in Thermador and will monitor for complete resolution. [redacted]Executive Liaison1901 Main St. Ste 600Irvine, CA. 92614cc: [redacted]