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Complaint Details
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Initial Complaint
21/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased Electrolux washer and dryer March 2024. Delivered April **, 2024. Dryer was non functional from day one with error code EF01. Technician called for service call.. replaced main circuit board. 2nd call to technician.. replaced thermostats (not thermistors). Same error code. No *** service call performed by Atlas Appliances. Atlas states Electrolux will not replace unit.. but correspondence with Electrolux Canada yesterday show that they have no record of technician report from Atlas in their system. We would like a functioning dryer and resolution to this issue. Have had innumerable conversations with ************************* sales manager.. to try and come to a resolution such as replacing the dryer with same model Electrolux, swapping out both washer/dryer for comparable units eg. ** or possibly a full refund and Atlas hauls away appliances. Have requested call from store manager.... *********************** but he has never returned my call. I have bill of sale and phone records for the numerous calls to Atlas Appliances. The problem has been ongoing over 2 months now without resolution.Customer response
21/06/2024
I have contacted a lawyer as well for further guidance since this issue has dragged on for over * months now without resolution. Currently, there is no lawsuit in motion but I assume that BBB bows out if this becomes a civil litigation matter. I have asked repeatedly to speak with the business manager.. but he has not returned my call. The discrepancy between the records that Electrolux has on file (no request for replacement dryer) and the communication from ************************* Sales Manager is disturbing as he says he was in constant contact with Electrolux on this matter. My expectations are realistic... paying for a new washer and dryer one expects the units to work... and if on arrival the dryer is non functional.. to be replaced or successfully repaired in a timely fashion. * months is not a timely fashion. The other avenue I can pursue is with ******* I have paid for goods that were unsatisfactory/defective and **** my be able to reverse the payment for the dryer.
Business response
09/07/2024
Customer ***** had purchased an Electrolux washer and dryer March **** from Atlas Appliances,received at the customers house April ****. ********************** was appraised by the customer that there was an *** ****** **** ********* error code on the dryer. Atlas then sent out a serviceman to inspect and assess the issue. On May ****, the Atlas technician checked the unit and the ordered a new main control board, and * thermister and * thermostat. On June ***, the parts were replaced and at this point the unit tested good. Atlas was then contacted by the customer that the issue had reoccurred. His request at that time was he wanted the dryer exchanged. The manufacturers warranty is * year in home service, parts and labor, not exchange. In order to return the dryer, we receive authorization from the manufacturer to exchange the unit. Atlas has been in constant contact with Electrolux to remedy this situation, and is currently expecting a resolution from the manufacturer. The unit was sold to the customer, brand new in the box, so there was no malfeasance on our behalf in providing the dryer.We have followed through with multiple service calls and working directly with the Service Manager of Electrolux to rectify this situation. Electrolux is in the process of issuing a Return Authorization to have the unit exchanged,Customer response
09/07/2024
No response from business after ** days
i have asked **** to investigate
Customer response
12/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactor ONLY if timeline for exchange is provided and is not beyond July **, 2024.
Sincerely,
*************************Initial Complaint
29/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Atlas Appliance,An absolute joke is what this place is. I had a dishwasher from here and was gouged for the extra 4 year warranty. I was very nervous upon my dealings with the sales personal so I reluctantly purchased it. Well the dishwasher after the first year **** began to have MANY issues, one at a time. To this day just over warranty it has had 3-4 things replaced a still the same error code appears. On the last visit to my house magically the issue was found, after the warranty was over! Nothing was said, only a new motor installed and the tech apologized for not replacing this part sooner. The next day I get a phone call from the service desk demanding that I pay $*** plus dollars for the part or I will be taken to a COLLECTIONS agency. After trying to remain calm on the phone I reminded this individual to please look into the file and he would see that this error code was never fixed, even after a few service visits. No that the warranty was over it mysteriously gets repaired and payment is DEMANDED and THREATENED.STAY FAR WAY FROM THIS COMPANY IS MY ADVICE, there is im sure much better options out there *********
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.