ComplaintsforLake Appliance Repair

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They wouldn't do diagnostic on my fridge like I asked They lied and said that a temperature of 53 degrees is normal for a refrigerator. They didn't answer their phone and came out even though I canceled my appointment didn't do thierjob stole from whirlpool and me.

  Business response

  03/22/2024

  Our certified, Whirlpool technician went to the residence on 03/11/2024 and performed the necessary diagnostic service on the ******** refrigerator.  It was determined that he unit is working as designed. The unit was 32 degrees while the technician was there. The consumer provided a video recording of the unit making noises, this was a normal sound for the natural defrost patterns of this refrigerator. The consumer explained that the unit will sometimes increase temperatures to 53 degrees. This was not happening at the time ************** was onsite and no diagnostic results indicated any malfunctions of the appliance. If the unit does have another issue, Lake Appliance Repair will come back ot the site, once provided a dispatch from Whirlpool. This unit is within warranty and the consumer did not pay any money for the service provided. There is no billing dispute since no fees were collected. 

• Initial Complaint

  07/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We have scheduled multiple service appointments with Lake Appliance since May 20, 2023. The repairs requested are to our Whirlpool dishwasher under our extended warranty., specifically the control board. The appointments have not been fulfilled because the incorrect part was ordered on three occasions. Service appointments were then cancelled without notification to us, calls were not returned, or were disconnected while on hold. The correct part was ordered and installed today, July 17, 2023, but after attempting to run the dishwasher, the cycle stopped midway and the display showed additional error codes. Contacting Lake Appliance again resulted in the receptionist explaining that they would need to contact the applicable technician and could not provide any further information or a timeframe for when we could expect a response or further repairs.

  Business response

  07/18/2023

  We received notification of the repair request on 5/20/23, initial technician visit was on 5/24/2023, this is a 3rd party-extended -warranty and the concern was the console on the dishwasher was not working properly. The console had previously been replaced 9/27/2023, and since the console was peeling, which is not always covered by warranty, this caused a complication in the progression of the repair. When the technician returned on 6/2/2023 to complete the installation, it was discovered the incorrect part was sent. At that time the technician realized the part replacement was not going to be paid for by the warranty company and explained to the consumer. The consumer stated they were not interested in paying for the repair and to not proceed unless the warranty company was going to cover the costs. The technician notified the office of these concerns and we reached out to the 3rd party warranty company, *** for authorization.
  
  On 6/5/2023 we received authorization to order the part and proceed.
  
  On 6/16/2023 once again the wrong part was sent.
  
  On 6/28/2023 we received authorization again to proceed and part was ordered a 3rd time.
  
  On 7/11/2023 the correct part was finally received.
  
  Tech returned the morning of 7/17/2023 and installed the part. The afternoon  of 7/17/2023 the consumer contacted the office and notified the unit was flashing the error code E5Fa again but did not want to proceed with another appointment. Consumer was upset because a manager wasnt available at that moment and filed this complaint but did not want to schedule another repair appointment.
  
  On 7/18/2023 the consumer called back and scheduled the service for 7/19/2023. 

  We understand this repair has far exceeded the acceptable duration for completion. We strive for excellent service and fast repair times. Ultimately we were plagued with wrong parts and warranty authorization delays. Our goal is to have this unit repaired and functional as soon as we can 

  
  

  Customer response

  07/18/2023

   
  Complaint: 20335364
  
  I am rejecting this response because:

  the response provided by the business omitted key details. Namely,

  1) that the control board was the correct part and that I expressed a desire on all occasions that this part (covered under warranty) be ordered and replaced;

  2) the business cancelled a service call on 6/16 without notification because the incorrect part had been ordered and I was not notified or the error or cancellation (see attached)

  3) the authorization on 6/28 was initiated by me, after I had contacted Lake Appliance about the status of the repair and had been informed that no actions were being taken despite my being previously told that the correct part had been ordered (see attached). I subsequently contacted the warranty provider to schedule the next service call and to get the correct part ordered

  4) I did not state yesterday that I did not want to schedule another repair appointment. I spoke to the call service representative who informed me that she would attempt to contact the tech to come back to our residence but that she could not give me a timeframe for when that would be. She stated she would call me in ***** with that information. She further stated that she was unable to reach a supervisor at the moment but that a supervisor would return my call. Prior to calling Lake Appliance yesterday, I contacted the warranty provider to schedule a subsequent service call. The warranty provider has stated that all covered service calls must be scheduled through them. The warranty provider stated they sent a service order to Lake Appliance yesterday, for an appointment on the 24th, but further stated that I should contact Lake Appliance directly to arrange for an earlier service call from the tech. I did that this morning and was told that a different tech would call at the residence tomorrow between 8 and 12.

  
  
  Sincerely,
  
  *****************************

  Business response

  07/26/2023

  ************** went to the residence, again, on 7/19/2023. Below are his notes:

  7/19/23 9:30: There 7/19 WED, 9:57 to 10:29, Arrived to call cx concerned unit displaying FA E5 error, put unit into diagnostics mode FA E5 and FA E4 errors present, cleared codes and ran diagnostic cycle, FA E5 pops up again, FA E5 error for diverter leak detected. Accessed diverter and no leaks present, all connections secure. Unit will need new diverter, diverter not serviceable part according to parts diagram, will need to order sump/motor assembly to get new diverter. Ordering parts will install on return trip ; ordering 1 W11460945 (Sump/motor), scheduled next appointment for 7/28 FRI PM

  The authorization team had to once again contact *** for authorization to proceed with this repair. Authorization from *** was approved on 7/20/2023 and part was ordered. The anticipated delivery of this part was delivered today and we are scheduled for service completion on 7/28/2023. 

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