Tom B. Morrissey TV & Appliance

Review: Purchased washer 11/25/11 - warranty one year - BUT as of the end of June very beginning of July 2013 (not even 20 months) the washer started with problems - 1st making a grinding noise. Placed service call (not sure of exact date of first call - believe around 07/01/13) - came 7/2/13 - claimed it was a loose bolt - used Loc-tite and re-installed bolt ($84.75 - bill dated 07/05/13). A couple weeks later (not sure of exact date made contact), called again for service - washer would not spin out and clothes were dripping wet. Service man came again and only "reset" washer (no new parts) and ran through a few cycles saying it was okay but if it happens again it may be a bad "shifter" (bill dated 7/19/13 for another $84.75 - which was eventually waived because...) ...Machine worked for less than two weeks (truly only a few loads put through) and had to call for service again due to not spinning and clothes dripping wet - believe husband called in morning and "*" called me back later that afternoon on 07/23/13. In speaking with "*" (7/23/13) at purchasing place of business - he stated his repair man was in contact with Whirlpool and they do believe (without coming out) that it is a shifter problem. I stated that I did not feel I should have to pay yet another service call fee (this would be 3 in one month - 2 for the exact same problem and less than two weeks apart) and that this washer is not even two years old and should not have all these problems - "*" stated I would not have to pay another service call. "*" reiterated that the washer is out of warranty but if I call Whirlpool - with it not even being two years old - Whirlpool will often accept some kind of out of warranty paperwork - I can't remember his exact words that he called it but he meant that... "*'s" business would come repair the "shifter" and submit this out of warranty paperwork to Whirlpool for the cost of the "shifter" (because the part would be covered by Whirlpool). I asked how much this would cost this time - "*" stated $60.00. I said for everything (all 3 service calls and part) and he said yes. "*" then gave me the model#, serial # of our washer and Whirlpool phone number. He said he did not want to "pressure" me but did I want to schedule service - I said no not until I talk to Whirlpool. Got off phone with "*" and called Whirlpool right away. I explained the situation to Whirlpool and that [redacted] had said his tech had called Whirlpool earlier in regards to the problem and that it is believed to be a "shifter" problem and that [redacted] had stated that there was some sort of out of warranty paperwork that might be able to be completed in order to have the cost of the part covered out of warranty since the washer was not even two years old. Whirlpool said "unfortunately" they would not make good on the part stating that it is out of warranty and they can't "verify" what work has already been done on the washer because I did not use one of their certified repair technicians. I stated to Whirlpool that I used the location the washer was purchased at as they sell and service the product - Whirlpool said but they are not one of "their" certified technicians and they would not cover the cost of the part. Called [redacted] back the same day (7/23/13) and he stated they would fix the washer for the cost of the part ($52.90 - w/tax it was $56.07). Now this is interesting - the original cost quoted to me was $60.00. This quote was supposed to be without a service call fee but now that the part will not be covered by Whirlpool it can be fixed for $52.90 - guess I was going to pay a hidden service call fee of $60.00 disguised as the cost of the part - because remember initially [redacted] was going to submit out of warranty paperwork to Whirlpool for the cost of the part. The next day (7/24/13) received a bill for $84.75 (mentioned above as being waived - bill dated 07/19/13) and called [redacted] right away stating that I did not have this bill yesterday when we spoke and that I want to be sure that the total cost was still only going to be $52.90 as stated yesterday and [redacted] stated that he would have to get back to me. I stated I need to know prior to having the service repair man sent out (because I was not going to pay more than the cost of the part and would have cancelled the service call). There was no call back - the service repair man showed up at the door and stated to my husband that it would be the $52.00. Waited for the bill which was dated 7/31/13 for a total of $56.07 ($52.90 with tax) and physically went to the business 08/07/13 showing them the bills - and stated that the account should only have an outstanding balance of $56.07. The lady said "Oh he must have forgotten to tell me this" - she took my payment of $56.07. I asked for a receipt showing a zero balance and she gave me a print out of the payment - this does not show a zero balance and she said well we know that it is paid and at a zero balance. I said I need a receipt showing that it is a zero balance - she said it is a new computer system and she was not sure how to print it - I said I'll wait. She fidgeted around for a bit and said she doesn't know how to get it to print the statement showing a zero balance - I said I need something verifying that the account is a zero balance. She marked on the bill from 07/19/13 for $84.75 (which she had taken and put this bill down behind the counter - leaving the other two bills on top of the counter) - and wrote "Void" and Bal. $0.00 and singed her name on it. Now on 08/31/13 - the washer has again started to not spin out and the clothes are dripping wet. My husband called [redacted] on 09/03/13 and expressed our frustration and that we should not have to pay again for the same exact problem - [redacted] stated that there would be a discount but depending what is wrong there would be some costs. [redacted] said he can't diagnose it over the phone and that they would have to look at it ...could be the pump - could be the board. My husband asked if it could be a defective shifter (which was just replaced) and [redacted] said it could be although [redacted] did say the "shifter" is a simple part and should be good. [redacted] would not send a service repair man out at no cost (again - even though this would be the 4th time in 9 weeks - and the 3rd time for the exact same problem) to have it looked at in order to try to figure out what the problem is and inform us how much more money we would have to sink into this washer. Either way we would have to pay even more for this very defective washer. We feel we were sold a "lemon" and should not have to keep paying to get it fixed. The company listed in this complaint is not standing by their product even with a clear history of this washer being defective. [redacted] did apologize and stated that he wanted to make it right but yet he is not willing to send a repair man out in order to re-diagnose the problem yet again. [redacted] did say he would offer a discount - but who knows how much more this washer will cost us and we are not feeling any confidence that if it is "fixed" again that we will not have even more problems in the very near future. So far cost of washer $369.94 with tax plus cost of repairs $140.82 = $510.76 and still counting as the washer is still broken and not working! Very unhappy.Desired Settlement: At this point, with the washer having the same exact issue 3 out of the 4 times (with the 4th time being this past weekend - 09/03/13) we feel that the washer is a lemon (it is still broken as of today 09/03/13) and it appears they do not know how to properly fix it and therefore we would like our money back for the service calls and the cost of the washer (pro-rated for one years use).

Business

Response:

This is the first time we received this email. I will need to pull the information up and respond to you within a day or two.

Thank you

Business

Response:

The Better Buisness Bureau

Attn: [redacted]

ID [redacted]

Re: [redacted] and [redacted]

*

Model # [redacted]

1 Year

Manufacturer Warranty on Parts and Labor

11/26/11 Purchased Washer for $349

7/1/13 Customer called with “noise” complaint

7/2/13 Technician went out and assessed machine. Found drive pulley was loose. Tech tightened

it and machine was fixed.

7/5/13 Billed Service call

7/16/13 Customer called and stated “washer not spinning”

7/18/13 Technician was out and reset error code

7/19/13 Customer not charged for service call

7/23/13 Customer called and stated not working

7/25/13 Technician was out and replaced shifter (actuator/shift)

7/31/13 Billed customer for part (actuator/shift) ONLY, at our cost

$52.90 (Reg $87)

9/3/13 Customer called and stated washer not draining. Customer stated not going to pay for any additional calls or

parts. Customer was told by [redacted] that

“if” it is the same problem as before,

he would not be charged. However, if it

is a different problem there would be a

service charge and offered a 20% discount.

Customer declined

service appointment.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Purchased washer 11/25/11 - warranty one year - BUT as of the end of June very beginning of July 2013 (not even 20 months) the washer started with problems - 1st making a grinding noise. Placed service call (not sure of exact date of first call - believe around 07/01/13) - came 7/2/13 - claimed it was a loose bolt - used Loc-tite and re-installed bolt ($84.75 - bill dated 07/05/13). A couple weeks later (not sure of exact date made contact), called again for service - washer would not spin out and clothes were dripping wet. Service man came again and only "reset" washer (no new parts) and ran through a few cycles saying it was okay but if it happens again it may be a bad "shifter" (bill dated 7/19/13 for another $84.75 - which was eventually waived because...) ...Machine worked for less than two weeks (truly only a few loads put through) and had to call for service again due to not spinning and clothes dripping wet - believe husband called in morning and "*" called me back later that afternoon on 07/23/13. In speaking with "*" (7/23/13) at purchasing place of business - he stated his repair man was in contact with Whirlpool and they do believe (without coming out) that it is a shifter problem. I stated that I did not feel I should have to pay yet another service call fee (this would be 3 in one month - 2 for the exact same problem and less than two weeks apart) and that this washer is not even two years old and should not have all these problems - "*" stated I would not have to pay another service call. "*" reiterated that the washer is out of warranty but if I call Whirlpool - with it not even being two years old - Whirlpool will often accept some kind of out of warranty paperwork - I can't remember his exact words that he called it but he meant that... "*'s" business would come repair the "shifter" and submit this out of warranty paperwork to Whirlpool for the cost of the "shifter" (because the part would be covered by Whirlpool). I asked how much this would cost this time - "*" stated $60.00. I said for everything (all 3 service calls and part) and he said yes. "*" then gave me the model#, serial # of our washer and Whirlpool phone number. He said he did not want to "pressure" me but did I want to schedule service - I said no not until I talk to Whirlpool. Got off phone with "*" and called Whirlpool right away. I explained the situation to Whirlpool and that [redacted] had said his tech had called Whirlpool earlier in regards to the problem and that it is believed to be a "shifter" problem and that [redacted] had stated that there was some sort of out of warranty paperwork that might be able to be completed in order to have the cost of the part covered out of warranty since the washer was not even two years old. Whirlpool said "unfortunately" they would not make good on the part stating that it is out of warranty and they can't "verify" what work has already been done on the washer because I did not use one of their certified repair technicians. I stated to Whirlpool that I used the location the washer was purchased at as they sell and service the product - Whirlpool said but they are not one of "their" certified technicians and they would not cover the cost of the part. Called [redacted] back the same day (7/23/13) and he stated they would fix the washer for the cost of the part ($52.90 - w/tax it was $56.07). Now this is interesting - the original cost quoted to me was $60.00. This quote was supposed to be without a service call fee but now that the part will not be covered by Whirlpool it can be fixed for $52.90 - guess I was going to pay a hidden service call fee of $60.00 disguised as the cost of the part - because remember initially [redacted] was going to submit out of warranty paperwork to Whirlpool for the cost of the part. The next day (7/24/13) received a bill for $84.75 (mentioned above as being waived - bill dated 07/19/13) and called [redacted] right away stating that I did not have this bill yesterday when we spoke and that I want to be sure that the total cost was still only going to be $52.90 as stated yesterday and [redacted] stated that he would have to get back to me. I stated I need to know prior to having the service repair man sent out (because I was not going to pay more than the cost of the part and would have cancelled the service call). There was no call back - the service repair man showed up at the door and stated to my husband that it would be the $52.00. Waited for the bill which was dated 7/31/13 for a total of $56.07 ($52.90 with tax) and physically went to the business 08/07/13 showing them the bills - and stated that the account should only have an outstanding balance of $56.07. The lady said "Oh he must have forgotten to tell me this" - she took my payment of $56.07. I asked for a receipt showing a zero balance and she gave me a print out of the payment - this does not show a zero balance and she said well we know that it is paid and at a zero balance. I said I need a receipt showing that it is a zero balance - she said it is a new computer system and she was not sure how to print it - I said I'll wait. She fidgeted around for a bit and said she doesn't know how to get it to print the statement showing a zero balance - I said I need something verifying that the account is a zero balance. She marked on the bill from 07/19/13 for $84.75 (which she had taken and put this bill down behind the counter - leaving the other two bills on top of the counter) - and wrote "Void" and Bal. $0.00 and singed her name on it. Now on 08/31/13 - the washer has again started to not spin out and the clothes are dripping wet. My husband called [redacted] on 09/03/13 and expressed our frustration and that we should not have to pay again for the same exact problem - [redacted] stated that there would be a discount but depending what is wrong there would be some costs. [redacted] said he can't diagnose it over the phone and that they would have to look at it ...could be the pump - could be the board. My husband asked if it could be a defective shifter (which was just replaced) and [redacted] said it could be although [redacted] did say the "shifter" is a simple part and should be good. [redacted] would not send a service repair man out at no cost (again - even though this would be the 4th time in 9 weeks - and the 3rd time for the exact same problem) to have it looked at in order to try to figure out what the problem is and inform us how much more money we would have to sink into this washer. Either way we would have to pay even more for this very defective washer. We feel we were sold a "lemon" and should not have to keep paying to get it fixed. The company listed in this complaint is not standing by their product even with a clear history of this washer being defective. [redacted] did apologize and stated that he wanted to make it right but yet he is not willing to send a repair man out in order to re-diagnose the problem yet again. [redacted] did say he would offer a discount - but who knows how much more this washer will cost us and we are not feeling any confidence that if it is "fixed" again that we will not have even more problems in the very near future. So far cost of washer $369.94 with tax plus cost of repairs $140.82 = $510.76 and still counting as the washer is still broken and not working! Very unhappy.