Haier America

Review: I purchased a Haier refrigerator 11/30/13. I have had 3 service calls already. Two of them was under warranty and the last one which was 6/6.15, which I paid for. I called Haier Saturday & they told me there is nothing they can do. It has been the same problem each time. Freezer full of ice and bottom warm, thus ruining all my food. The last repair specialist said that it is a defect in the refrigerator. There is moisture entering the fridge which is causing the ice to form in freezer & causing the tube leading to the bottom area to clog with ice, which blocks the cooling of the bottom area.

This is a defect in the product. There should be a recall or something. I have done research and many others have had the same problem. This product is junk!!! Now after 1.5 yrs I have to buy another fridge. I have no idea how this company could have a good rating. I hope there is some solution or reimbursement for this defective product!!Desired Settlement: I want a new refrigerator or a refund. I rather a refund because I really don't want any other their products.

Business

Response:

Haier is offering a return authorization through the retailer [redacted] will offer store credit to be used toward a replacement unit.

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 find that this resolution is satisfactory to me.

Regards,

Review: I purchased a water cooler from BJ Wholesale Club on April 9, 2012. By the November/December time-frame, water was not coming out of either the cold or hot water spigots. I called Haier to advise of my issue and I was told the unit had a replacement warranty. I was then sent an email with instructions on what I had to do to obtain my replacement unit. I took the label off the unit and sent the forms they had sent me on January 22, 2013. Weeks went by without a response so I called them. I was told the unit I purchased was not available and they offered me another model. I specifically bought the unit I purchased (in silver) because I am in the process of replacing my appliances to stainless steel. They were offering me a white basic unit which is not what I purchased. A replacement is getting the same item you purchased not what ever items they have laying around in their warehouse. After many phone calls with multiple customer service representatives and a few individuals on the supervisor line, I was offered a refund because it was not the right and lack of responsiveness from their company. The last supervisor I spoke with in April said he would forward the request to get the refund processed. It is now June 14 and I have not heard from them (writing or phone call) so I called again. I got the same apologies from the supervisor stating he wanted to resolve the issue today but came back with the same response that he needed to forward the request for refund. I am not taking about a big ticket item here, I'm talking about a water cooler in the $150 range. This issue should have been resolved immediately upon my sending the documentation they required of me.Desired Settlement: I want a full refund for the water cooler including sales tax and maybe a voucher for a some 5 gallon bottles of water (or they can ship them to my home for a supplier) as a gesture of customer service they so lacked during the past 6 months.

Business

Response:

Please be advised that a refund in the amount of $139.99 was issued on behalf of this customer on 8/12/13.

Review: I purchased the product in April, the product has never been used until 10 days ago when I plugged it in. After about 5 minutes, sparks shot out of the bottom of the t.v., and the screen went blank. I called the company, explained my issue. It was discovered that the nearest repair place is over 900 miles away from my current location. Someone was suppose to call my spouse and make arrangements for service of the t.v.. After 3 days, I called the company back, had to reexplain the issue, was told that someone would call my spouse within 48 hours. I called again 3 days ago, reexlplained the issue, and was told again that someone would call my spouse to arrange for either shipment or taking it locally for repair. Neither she or I have received a phone call or any other indication that this issue is being taken care of. When I asked to speak to a Supervisor/Manager, I was put on hold and never transferred.Desired Settlement: At this point I want a replacement of the product.

Business

Response:

Per Haier's database, Haier has no record of this customer contacted customer service based on the contact information provided. That is not to say that the customer may not have called; simply that the contact information yielded no results. The customer should contact Haier at ###-###-#### if the issue persists and further assistance is needed.

Review: The product is under 5yr warranty and want it replaced Ref # [redacted] I have made 14 phone calls since July 2013. They keep saying it is waiting approval from engineering dept ...Desired Settlement: replacement

Business

Response:

This unit was exchanged - 10/29/2013 Ticket - [redacted]

Review: I purchased my refrigerator on April 20, 2013. It went out in August and a repair person was sent out. The repair could not be completed and initially I was told they were waiting on a part. After two weeks or more of calling almost every day, I was told that they would not be able to do anything until October. I have sent as requested the Exchange Product Eligibility Validation form with all requested information several times, and they still will not replace my refrigerator which should have been done immediately, and we are now in the second week of October and they have not contacted me with a resolution even after I wrote to them and requested someone contact me. It is very difficult to manage day to day without a refrigerator as you can imagine, and quite frustrating to not even be granted the courtesy of reasonable request for a prompt exchange. The Model Number is [redacted] and the CRM Ticket # is [redacted]Desired Settlement: I would like to receive my replacement or refund of my money so that I can purchase an actual working refrigerator

Business

Response:

Per Haier's Notes, a store return was authorized on behalf of this customer on 10/18/13. The customer did not contact Haier thereafter. Haier Ticket [redacted].

Review: I bought a haier air conditioner in april of 2012. I sent the product back in september of 2012 for failure to cool properly. on october 4,2012 I received a replacement. I received a warranty card with the replacement product and sent it in assuming that I had a year warranty. I believe that haier should not have included a warranty card with the replacement product if they were not going to warrant the product past the one year annaversity of the orridginal purchase product. because the weather had already turned off cool by the time I received the product. I did not put the air conditioner in the window. the spring was unusually cold this year in arkansas and so I did not put the unit in until saturday may 18. finding that the replacement unit was not cooling properly, " I have a bulb thermometer and it never reached the blue area like my other air conditioner in another room". if haier had not mislead me by enclosing a warranty card with the replacement unit then I would have surely checked the unit out before their claim of warranty expiration. I wonder why haier did not contact me to notify me that the warranty card in the replacement product should not have been in the box and that the product would not be warranted for a year. they have my e-mail address and this would have been a simple thing to notify me if this was a mistake. I wonder why replacement products that haier sends out do not have a simple notice that their replacement products do not have a year warranty. to me, any air conditioner replacement or not should be able to work for a year. I dont believe I have been done right. thanks. david price

Business

Response:

Please be advised that Haier has processed a refund in the amount of $98.94 on behalf of this customer on 9/3/13.

Review: Bought a Haier Sound bar in August 2012, which was defective. I followed all procedures, and returned it under warranty, and Haier did not repair or replace the unit. They did nothing. I called back in December and they advised that they would examine the case and get back to me. They did nothing. I called back in April 2013 and they said they would work on the case and get back to me. They did nothing. I just called today, May 31, 2013 and they said that they cannot replace the product, cannot repair the product under the warranty agreement, as they do not make it anymore. They also stated they cannot refund my purchase price, but offered the purchase price minus a 20% use fee. Since they are not honoring the warranty, I have no choice but to accept this partial refund.

This is not acceptable. They need to honor their warranty or give me a FULL refund for THEIR defective product. They are claiming they will send me $47.20, but the purchase price is $59.00 plus tax.Desired Settlement: If they can't honor their warranty due to lack of available products, they need to refund my full purchase prices plus tax.

Business

Response:

Customer received refund 6/28..

Review: In January I purchase a freezer for my mom at a Walmart Store along with the 3year warranty plan. In July it broke down. We have called in the complaint with Haier America, they sent out 4 differnt people to look at the freezer from A Pac Applances and Tar Heel Applances here in Charlotte. They all said it could't be fixed. So the report was sent in. We started calling in August 4 ,12, 14 only to be told it had to go to upper management. The should be solved in 24-48 hours. this went on an on .Then they sent out a Fulfillment Request Form requesting we fax proof of purchase, serial tag, all this was done. Model Number BFE53: CRM Ticket [redacted]. This was faxed on the August 26, 2013. Calls have went to them on August the 29, Septmber 4, 8, 12, 19 with them saying the same thing 24-48 hours. On Septmber the 25 we went back to Walmart and the manager by the name of Michella spoke with them and they said we should have one in 2-3 busines days. Today Octomber the 2nd they said we got to wait 7-10 days for our replacement. This warranty we purchase is not worth the paper it is written on. They wont even give us our money back. Wal-Mart said they are trying to wait until the warranty has run out. My question to Wal-Mart why do you sell this warranty if you know this warranty is no good. No answer.Desired Settlement: To either get a refund or replacement.

Business

Response:

Per Haier's notes, an exchange was processed on behalf of this customer on 10/2/13. The customer did not contact haier after that date. Haier Ticket [redacted].

Review: The handle on my new refrigerater has cracked in 3 places near where it screws on the refrigerater door. I purchased the new refrigerater in November 2013 so it's only about 8 months old. I am ususally the only person that uses the refrigerater so I know it hasn't been abused by pulling the door open real hard nor slamming it shut.Desired Settlement: I would like for Haier to replace the handle because after paying approximately $700.00 for a new refrigerater (and extra warranty) and the handle cracking this soon I feel like it surely must be a defective handle.

Business

Response:

Haier will be working with this customer to arrange replacement through the retail partner.

Consumer

Response:

I filed the above referenced complaint with the Revdex.com on 8-5-14 and listed different daytime (###-###-####) and evening (###-###-####) phone numbers. Yesterday I received a message on the evening number of ###-###-#### at 10:17am from Adam at Haier America Executive Office requesting that | return his call I do not have long distance service on the evening number so lam unable to return the call. The daytime number is my work phone and I cannot call long distance from that number either, but I can accept a call. Please have Adam or someone else call me on the daytime number of ###-###-#### between 7:30am — 3:30pm EST Monday thru Friday or the evening number of ###-###-#### between 4:15pm — 9:00pm EST (I will not be available this evening 8-7-14).

Review: I bought a washer from hh gregg on 3/11/13. Washer stop working on 5/29/13 so since it was after its 30 days hh gregg did't help. So I called Haier america customer relation department. they sent out two repairs guys out from two different companies. After three tries with different parts the washer is unrepairable. Called customer relations again. I have been getting the run around since the start of getting the machine fixed. Now we are waiting to get the product validated since 7/3/13 I was told it would take two days it's been 13 days.Desired Settlement: We just want a new washer or our money back

Business

Response:

Haier has reviewed the issue and found there were multiple attempts made to repair, the customer will be offered a prorated refund

Review: Bought Haier Rm Air Conditioner from [redacted] on 6/25/2015. Mailed registration from package, returned not deliverable as addressed 7/21/2015. Registered on line receiving no answer back. The unit stopped working around 8/21/2015. Found an address, supposedly for SC area. Mailed letter of complaint 10/15/2015, which was returned 10/24/2015 as not deliverable as addressed.

Model [redacted]

Serial #: [redacted]Desired Settlement: Replace or refund with compensation for the aggravation of dealing with junk.

Business

Response:

The Executive Office will contact [redacted] and arrange for the unit to be replaced.

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 find that this resolution is satisfactory to me.

Regards,

Review: July of 2015 I purchase a Haier washing machine through my [redacted] account. The first machine worked but the hard plastic around the barrel was cracked, I called haier to replace the damage part and one of the reps told me send it back for another washer. I sent the washer back and they sent me another washer. The second washer also had chips and cracks on it. I notify [redacted] the second time. [redacted] told me to send the machine back, they reinsured me that this will not happen a third time. The third washer was opened in front of the [redacted] man it had some cracks on it and a little water in it but I decided to keep it. When I turn the wash on to use it, it started making a loud awful noise, I called [redacted] to report the findings. I was told to return the washer. I told them no I will use the warranty to get the problem repaired, because the the washer worked excellently, it was just the awful noise. Haier America sent an appliance company in by the name of [redacted] The worker they sent said the problem was the pump causing the noise and he will order a new pump from Haier America. He return on the 13 of October with the new pump. He removed the original pump from the washer and replace it with a new pump but the noise still continued. The worker from [redacted] told me he did not know what the problem is, but he has another pump in the his truck and if this doesn't work it's nothing he can do. He started messing with a fuse and other things on the bottom of the washer, them he turn the washer on and it started to leak, which never happened before. He went to his car and got a older pump that did not belong to the washing machine and put that on, when he started the machine the noise was worse and so loud it started to shake the machine. He left and told me he's sorry it's nothing he can't. I call Haier and told what them happened, they offer me the credit back, I told them I don't want the credit, I need the machine fix. Now the machine is unusableDesired Settlement: Honor the warranty, and send a company that can fix the problem and not cause any more damages to the washing machine. [redacted] made the washing machine unusable.

Business

Response:

The executive office will contact another service center to try to arrange a service call to fix the unit. They will contact [redacted] once they have done so.

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 find that this resolution is satisfactory to me.

Regards,

Review: In June of 2014 I purchased a Haier refrigerator/freezer from [redacted] I did not purchase a warranty. A few days ago, less than 30 days from when the 1 year warranty expired, the refrigerator stops working. I came home from work and the refrigerator is completely warm inside. All of my food is wasted. I contact Haier and they refuse to do anything without a warranty. This was a very large purchase and expect it to last longer than 1 year and 1 month. . Do you not have any accountability for the products you sell? A year later and I have to get yet another new refrigerator. Very disappointing.

Let me also mention that in May the handle to the refrigerator broke completely off.! I feel like my $600 was wasted and I now have not refrigerator.Desired Settlement: I want this lemon of a refrigerator exchange for a new one or a refund. I would prefer a functioning refrigerator.

Business

Response:

The Executive Office will contact [redacted] to arrange to have the refrigerator replaced.

Consumer

Response:

I never posted a response to the company's answer to my complaint. Can you please note that the "customer was completely satisfied and grateful to Haier for the quick resolution." Please do this. Haier was wonderful.

Review: We purchased the fridge last November and it has since been replaced and the replacement has completely broken down and it has taken Haier over several weeks to address the issue each time and I've currently been without a fridge for two weeks and since Haier hasn't sent out the replacement parts to the servicing company it'll be at least another week until my fridge gets repaired. We can't afford to be without a fridge any longer.Desired Settlement: I would like a refund for the fridge so that we can purchase another working fridge.

Business

Response:

exchange processed and cistomer provided with tracking information 4/9/13 customer made no further contact

Review: I purchased a Haier Dehumidifier less than two weeks ago (it is obviously being returned tomorrow but that is besides the point at the moment). We went away for the weekend and the dehumidifier decided not to stop running when the bucket was full and continued pulling in water and leaking onto my floor.

Of course, the area where the dehumidifier was located was on brand new carpet which cost $2,789.00. It was also beside a wooden wall unit which is completely ruined on the one side. The water it leaked puddled at the side of the wooden wall unit and now the wood is ruined and split/bubbled because of your faulty dehumidifier.

I have proof that the carpet was brand new and I can provide pictures of what it did to the wall unit upon request. We have spent two hours now trying to get every drop of water out of the carpet to no avail and now we have fans placed on the area.

Your company knew or ought to have known that the product you are selling is defective. A quick internet search proved that many people have had this problem with this unit.

http://www.dehumidifierauthority.com/worst-dehumidifiers-p2.html

Because of this your company is completely liable for the damage done to my items. At this point I think the carpet is going to be fine but the damage done to the wall unit is not repairable in any way. A company of your size and statute should not be selling defective items to customers. There is no excuse for this.

Business

Response:

Haier Executive Office will be contacting the customer today to obtain a full estimate to cover the cost of the water damage.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I am trying to deal with them but I don't think they fully understand at this point. They continue to ask for me to call a repair man for the damages to the wall unit. No one can repair water damage to wood. Its impossible. I sent pictures of the damages. I am still trying to deal with them with respect to this matter but I did not want the timeline to lapse and this matter be closed automatically so at this point, I am still trying to rectify this matter with the company but I am not satisfied with their response as of yet.

Regards,

Consumer

Response:

As of today I still have not heard back from the company, in their last response they state that they were sending it over to the insurance company. I did send another case with the Revdex.com and the company advised they would pay and now they are denying me and you closed the case! I have emails from the company advising that I can return the item to the store and now they are saying that I cant! They have been giving me the run around the whole time.

Business

Response:

Per Haier notes, we attempted to contact customer on 9/10/14 and 9/15/14 to advise that the claim has been sent to our insurance company to pay out. Ticket [redacted]

Review: The product I was given to me as a gift. Had the television set for approximately 8 monthsthey try to repair the set on several occasions to no avail. After this one on for several months they told me they would replace it with a comparable television. I've been waited for another month and a half only for them to tell me that they did not have a comparable television to exchange. I was then told that I would receive a refund check last 20 percentwhich was over two and a half months ago. This ordeal has gone on since the beginning of January and we're almost in June everytime I contact them they tell me that they have to look into it I've already waited 6 months and now they tell me when they figure out what they're doing it's going to take another month and a half for me to get my check this is completely unacceptable business. I have talked to numerous supervisors to no avail. I feel like I'm totally getting ripped off because nobody can seem to give me a clear answer. The company itself has only contact me maybe 4 times I've called them at least once a week for 6 monthsDesired Settlement: I expect for this matter to be handled immediately and for the inconvenience of waiting 6 months for an outcome I believe I should be in title to the full amount of the television

Business

Response:

Please be advised that Haier America issued a refund in the amount of $296.80 on behalf of the customer on 7/10/13.

Review: I purchased a Chest Freezers in May of 2012 and it came with a 2 year warranty and the whole time that I had this freezers the company know that it was a recall every sent 2010 and I did not know that it can posing a fire hazard thank god that my did not blow up but it did stop working and all my meats went bad. So when it stop working I called the company to let them know and that's when I seen the recall on my freezer online from there site and I told the rep that I was talk to about what was going on and she act like she did not know it was recall and had so fire with other people who had one of this freezers. She told me that there was going to refund me for my loss food and for the freezer I just received a call tell me that I had to pay for the parts and service and that my food was not there problem. ITS A Black&Decker Freezer Model BFE53Desired Settlement: I REALLY NEED YOUR HELP JUST GET MY MONEY BACK FOR ME PLEASE THIS HAD ME SO STRESS OUT AND WORRIED.

Business

Response:

Haier has arranged to have this unit serviced,additionally our custimer service team has reached out to the customer to arrange reimbursement for food loss. Currently we are waiting for the customer to send receipts for the spoiled food purchases.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: They are still trying to get me to pay for there reject freezer and I feel like they should just send me my money back because this freezer can catch fire and they know it.

g

Business

Response:

The customer is scheduled to have the unit serviced this week.

Review: I purchased a 45 pint Haier dehumidifier from [redacted] on 6/1/13 for $189.99. The unit worked for about one month, but the fan blade broke & there was a horrible noise emitting from the unit. I called the service department & explained the situation. The agent instructed me that I should not use it in that condition & that I should go online & print out the fullfillment request form. On 7/14, I faxed this form, along with a copy of the [redacted] receipt & the model sticker off the dehumidifier. I also emailed a picture of the serial tag to the company as I was unable to peel it off the unit without ripping it. I was told that it takes a few weeks to get the paperwork to the right departments & get the exchange verified. I called around 2 weeks later & was told that they did not have all the documents. Thereafter follows a repetition of me calling, being told that they don't have the right documents, me informing them "yes! you do have the documents. I faxed them on this date from this fax number." They put me on hold, search for the fax number, discover that they indeed did have the documents and that they are "sending the request to the verification department for the exchange to be authorized" & that the process should take around 2-3 days & they will then know when they can send the exchange. They suggest that I call back in 2-3 days to check on my status. I have probably called them around 5-7 times since then. My phone shows 8/30, 9/6, and 9/11 but the phone log doesn't go back any further. On 9/11, after my first call was dropped and after I had to hang up on the second call (after being on hold for 15 minutes), I called for a third time. The agent AGAIN informed me that they didn't have the necessary documents..we went through the same dance & I was told to call back in 2-3 days. I told him that I expected a call from him, [redacted] in 2 days or that the next call would be to the Revdex.com. He assured me that he would call me. I never heard from anyone.Desired Settlement: Honestly, I would prefer to receive a check for $189.99 from Haier. All they needed to do was to send me a replacement for the defective product in a reasonable amount of time and I would have been perfectly happy. As it is, I don't hold out any hope that the replacement, should it ever reach me, will last any longer than its predecessor. I would rather have the money back so that I could invest it in a more reliable machine, but I expect a product exchange from Haier as I am due that under warranty. This has been the most infuriatingly horrible company service that I have ever received. I would really appreciate any help at all in this matter because I never want to talk to any of those inept Haier customer reps every again. It seems utterly ridiculous that this battle has gone on three times longer than the amount of time that the unit was actually functioning.

Business

Response:

Per Haier's notes, customer was approved for an exchange. Customer was contacted on 9/17/13 to confirm acceptance of an alternate model; however, the call was never returned. If the customer is still in need of the exchange, they can contact Haier at [redacted] and reference ticket [redacted] for processing.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I had not responded to the earlier message of whether my complaint had been resolved or not as I was waiting to see if the company was going to actually be true to their word and mail me an exchanged unit. I believe I talked to them either the 4th or 5th of September after receiving an email from the Revdex.com citing that Haier America hadn't been able to reach me" but that they would still exchange the unit if so desired. I then called them and they said that they would send a new unit to me. I asked them when I would expect to see the unit. They replied that it would take -10 business days. I think the 18th would have been the deadline and I wasn't going to sign off on the complaint one way or another until that day.

Another worry is that I asked them to verify my address just to make sure that it was going to the correct house and...sure enough...they didn't have the house number right! I corrected them, but have little faith that another mistake won't be made.

In the mean time, unfortunately, the complaint was closed on your end. I guess I took too long in responding. The unit has not arrived and this complaint is most definitely NOT resolved.

Please call or email if you have any further questions about this situation. Thank you for your time and assistance in this matter.

Review: I purchased a Haier Frost Free Refrigerator/Freezer from [redacted] on August 20, 2015. It stopped cooling one week later. I contacted Haier and a repairman came and installed parts on Sept 21. It cooled for one week and stopped cooling. I contacted Haier on Sept 27 and informed them that the refrigerator stopped cooling after the repairs. The repairman would not answer my call so I asked Haier to send another repairman. They stated someone would call me in three days. I did not receive a call, so I called Haier on Oct 4 and asked if I could just switch this refrigerator out because my food is spoiling due to lack of cooling. They stated they did not have a service person in my location, but will call me back in three days. I am dissatisfied with the way they are handling the situation. My food is spoiling and Haier is not helping me soon enough.Desired Settlement: I would like to swicth this refrigerator out, get it repaired, or get a refund

Business

Response:

The executive office will contact [redacted] to arrange for the refrigerator to be repalced.

Review: Wine cooler, purchased 08/14/12, with a one year warranty stopped working and was reported to Haier on 07/23/13. I was informed there are no warranty repairmen or shops in my area, to forward via email a copy of the receipt and a picture of the serial number tag and a replacement unit would be sent. I was given a reference number of [redacted]. I did email the receipt and picture the same day. On 08/09/13, I called to confirm the new unit had been sent out. I was told to call back on Monday to get a new tracking number and shipping information. I called on 08/12/13, no information available, will be escalated and they will email me with an update, never heard from them. Called again on 08/15/13, I was told the serial number tag was the wrong one. I explained it was the only one on the unit. I was asked to send a picture of the bottom of the unit and another picture of the tag that included the entire back of the unit, so I did!. 08/22/13 called for update, I was told a new process had been put into place and there were forms I needed to sign, they would email them to me. They did, it was a chart asking that I insert a copy of the receipt and a picture of the serial number tag. I called back and told them they already had two copies of both and if they wanted them on the form, they could insert them themselves! He told me he would wave the form and I would hear from them by 08/28/13. I did not! 08/29/13 called to get an update, same story, will be escalated and I would hear from them by 09/04/13. Again, I never heard from them. Called, today, 09/11/13, same story, it will be escalated AGAIN!!Desired Settlement: Honor the warranty and repair or replace the unit

Business

Response:

This unit was approved for EXchange ticket # [redacted]

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 find that this resolution is satisfactory to me.

Regards,