ComplaintsforWhirlpool Corporation

Wholesale Major Appliances

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Initial Complaint
11/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a new washer on March 24th 2023 for $634.58. About a month after my purchase, the washer knocked a huge hole in my wall. I wrote a review and whirlpool reached out, they sent a technician who found nothing wrong but changed out the inner mechanisms. The problem was not solved so they changed it again then a third time replacing the entire tub of this new washer. Up until about a month ago things seemed to be fine. Now, the washer will not shut off, it will not complete a cycle and it seems the mechanical control panel is going out. I called whirlpool and was informed since a year had lapsed I could purchase an extended warranty for $350 which would cover the cost of repair or replacement. I refuse to pay another ***** for a lemon of a washer, it has been nothing but a hassle since day one. Reading reviews on the ********** site where I purchased and reviewed myself this is a very common issue. Appliances should last more than 18 months and no different than buying a new car you would expect it to last for a while without issue. For something so major to go wrong and in number Whirlpool should be recalling this washer or replacing for free. I would really like at least a partial refund since at this point it is better to buy a new washer vs fix this one that has been trouble from day one. The model clearly has issues for so many to have the same exact issue as I have been experiencing.
Customer response
11/18/2024
Home Depot Order # WE16664754
Date Ordered:
March 24, 2023
Order Total:
$634.58
Model: WGD4815EW4
Serial #: *********
Business response
11/18/2024

**************************************************************** Administrative Center

Date: November 18, 2024

To: BBB of *********************;
********************
************, *******; 49546
Email: *********************************************

From: **** ******
Executive Office Staff
Whirlpool Corporation
*******************

RE: Case #: ********, Ms. ***** ****

Ms. **** has filed a complaint with your office regarding her out-of-warranty Whirlpool washer. Im very sorry to hear about the repair needed on her washer.
As a one-time goodwill gesture, Whirlpool has offered to cover the cost of repair including parts and labor costs. Expires 12/18/2024.
Ms. **** has declined this offer.
Please contact me directly if you have any other questions or concerns.

Sincerely,

**** ******

Customer response
11/18/2024

Complaint: 22565387

I am rejecting this response because: I do appreciate the reach out and trying to now offer repair & warranty for one year the parts and labor. Due to the ongoing & different issues with this machine from beginning of purchase i am not comfortable nor do I have confidence it would be fixed long term. I could not in good conscious allow it to now be fixed to give away or sell knowing it is not a quality or dependable product. When customer service was called prior to this complaint and was told I could purchase an extended warranty, I ordered a replacement unit with another manufacturer to which I have more confidence as I have other appliances from this maker that have been of good quality.

Sincerely,

***** ****
Business response
11/20/2024
Whirlpool has received no new information that would change our original decision.
Sincerely,
****
Initial Complaint
11/15/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am filing a complaint regarding my Whirlpool dishwasher, which has been a source of frustration and unresolved issues for over 8 weeks. The dishwasher, less than three years old, stopped functioning properly and is leaking, and despite multiple service visits, the issue remains *************** are the specific details of the problem:1. The repair process has been ongoing for 8 weeks without resolution.2. Repair technicians have visited my home five times, with a two-week waiting period between visits.3. The repairs were performed incorrectly three times, and during each visit (three times now), the technician left the dishwasher running, and it leaked water under the appliance.This leakage has caused me to worry about potential water damage to my home, but the warranty team has stated they are not liable for any water damage caused by the appliance or the service repairmen's poor attention to detail. I am 100% sure that Whirlpool will defer responsibility to the third-party company they outsource repairs to, leaving me with no clear resolution or accountability if they even address or respond to this ******* make matters worse, I am now being told I must wait another three weeks for someone to come out and look at the dishwasher again. This extended delay and lack of competent repair service are unacceptable.I purchased this dishwasher with the expectation of quality and reliable support, but instead, I have faced significant inconvenience and the potential for costly damage to my home. I am seeking a resolution that includes:1. A proper and timely repair of the dishwasher.2. An inspection and remediation of any water damage caused by the leaking dishwasher.3. Accountability from Whirlpool or their outsourced repair service for this prolonged and frustrating experience.I hope the BBB can assist in promptly resolving this matter. Thank you.
Business response
11/18/2024

*************************************************************** Administrative Center

November 18, 2024

To: BBB of ****************
***************************************************************************
*********************************************

From: ***** *************
Executive Staff
Whirlpool Corporation

RE: Case # ********, ********* ******

Mr. ****** filed a complaint with your office in regards to his dishwasher.
Mr. ****** is under a legal binding contract with D&G extended warranty plan. Mr. ****** will need to escalate his concerns with the company that holds the extended warranty contract. The extended service plan he purchased is legally binding, and Whirlpool Corporation cannot intervene on this matter.
Initial Complaint
11/15/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 11/26/23, we purchased a top freezer mounted refrigerator directly from Whirlpools website. From the very beginning, we heard two types of sounds occasionally which didnt sound right to us. We recently learned how to record those sounds using a cell phone. We went on Whirlpools trouble shooting website and listened to the various sounds on there, none of which sounded like what we are hearing. We then called Whirlpool and asked to have someone listen to the sounds to tell us if these are normal sounds. We were told that this would not be possible, and we would have to get a repair service to come and listen at a cost of $139.00. Alternatively, we could purchase an extended warranty plan since our one-year warranty is almost up. We do not think it is fair that we need to spend money on a potential warranty issue. We know from friends who purchased appliances from other manufacturers, that they were able to have someone listen to recordings of noises over the phone and provide a diagnosis under their warranty. We are very disappointed that Whirlpool does not offer a similar service. These sounds may be perfectly normal and not a symptom of a problem, but if not, we could end up having to pay for repairs unnecessarily. If Whirlpool cannot offer this service over the phone or their website, they should at least allow a service call without charge for diagnosis purposes.
Business response
11/18/2024
2000 M-**************************************;Administrative Center

Date: November 18, 2024

To:
BBB of *********************;
********************
************, *******; 49546
Email: *********************************************

From:
Tee *******
Executive Staff
Whirlpool Corporation

RE:22560954--**** *******

Mr. **** ******* filed a complaint with your office regarding his Whirlpool refrigerator.

In an effort to administer our warranty fairly to all customers, **********************
complies with our legal, written, product warranty. Once a product warranty has
expired, any costs for maintenance, service or component replacement are then within the owners time frame of responsibility.

I have reached out to Mr.**** ******** I left a message and provided my direct contact information, and will be working directly with him and the service company. Please do not hesitate to contact me if you have any questions or concerns.

Mr. **** ******* is a valued Whirlpool customer and we are sorry for the inconvenience this may have caused him.

Customer response
11/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I spoke to Tee at Whirlpool, and e-mailed her the two recordings in question. She then forwarded them to a master technician, who listened to them and said the noises were not indicative of any type of problem and our refrigerator is functioning as designed. This solves my particular concern, but I feel strongly that this type of assistance should be available to all customers without having to go through the process of filing a complaint with the BBB.

Sincerely,

**** *******
Initial Complaint
11/14/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a $1400 kitchen aid dishwasher in June 2022. It was top of the line! For several months, I have had residue at the bottom and in my cups. Repair person came out and advised that the dishwasher needs a new motor. This machine was used maybe once every 2-3 days. There is no good reason that a $1400 dishwasher should break in two years!!!!!!!! I was offered a warranty for $330 or $39/12 months ($468 total). I would have bought a c*** dishwasher had I known this kitchenaid was not reliable. Additionally, customer service offered 20% off a new model.. but ,I recently finished paying this one off. I want kitchenaid to fix our machine for free or buy us a new machine. This is absolutely ridiculous!
Business response
11/15/2024
Whirlpool Administrative Center
***************************************************************************

November 15, 2024

To: BBB Serving ****************
*******************************************

From: ******* ******
Executive Staff - Whirlpool Corporation

RE: Case ******** - ******** ******

Ms. Popper has filed a complaint with your office regarding her KitchenAid Dishwasher.

In an effort to administer our warranty fairly to all customers, ********************** complies with our legal, written, product warranty. Once a product warranty has expired, any costs for maintenance, service or component replacement are then within the owners time frame of responsibility.

I have left a message for Ms. ******* providing my contact information, and will be working directly with her. Please do not hesitate to contact me if you have any questions or concerns.

Ms. ****** is a valued Whirlpool customer and we regret any inconvenience she may have experienced.
Customer response
11/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** ****** ********
Initial Complaint
11/13/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We bought a whirlpool washer last Dec with a 1 yr warranty from whirlpool in September my washer quit working contacted whirlpool and they sent a repair guy. The repair guy has now been to my house 3 times and told us the last time he had put every part he knows to replace and the washer still does not work and said whirlpool needs to replace the washer. I received a call from whirlpool today they are goi g to send repair guy back out to put more parts on. I have now been without a washer for 2 months the warranty on my washer will run out in 3 weeks. We have asked to speak to a higher up and was told they would call us and did not.
Business response
11/14/2024
Whirlpool Administrative Center
**********************************************************************

Date: November 14, 2024

To: BBB of *********************;
********************
**********************
Phone: **************
Fax: **************
Email: *****************************************************************************************

From: ******* ******
Executive Staff
Whirlpool Corporation

RE: #********, ******** *****

Ms. ***** filed a complaint with your office regarding her Whirlpool Washer.
In an effort to administer our warranty fairly to all customers, ********************** complies with our legal, written, product warranty. Once a product warranty has expired, any costs for maintenance, service or component replacement are then within the owners time frame of responsibility.
I left Ms. ***** a message, requesting a return call. I left my contact information. I will be working with her directly. Please do not hesitate to contact me if you have any questions or concerns.
Ms. ***** is a valued KitchenAid customer and we regret any inconvenience she has experienced.

Sincerely,

******* ******
Executive Staff
Whirlpool Corporation

Customer response
11/18/2024

Better Business Bureau:
They are sending me a new washer and it will be delivered in a few days.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** *****
Initial Complaint
11/13/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 6/29/24 a new refrigerator was delivered by ********************** Appliance Store and has never functioned properly. The freezer isn't cold enough (20 degrees, ice cream is like mush) and the refrigerator is too cold (between 22 to 38 degrees, vegetables are freezing and the water pitcher is a block of ice). ********************** advised I had to contact Whirlpool directly. Since then a Whirlpool repairman has been to my home 8 times (8/14/24, 9/5/24, 9/11/24, 10/4/24, 10/18/24, 10/25/24, 11/6/24, and 11/13/24). On 8/14, *** **** repairman merely adjusted the control dials. That did not solve the problem. On 9/11 the control panel and thermostat were replaced by *** ****. On 10/25/24 the thermistor and harness were replaced by Jersey Coast Appliance. On 11/6/24 Jersey Coast determined that there was a freon leak and a new sealant had to be installed. The repairman communicated with Whirlpool technician via phone and sent him a picture of the problem. Whirlpool said they would send a repairman. 11/13/24 a repairman from *** **** came, but he had not been informed by whirlpool what the problem was. He came totally unprepared to fix the refrigerator and did absolutely nothing to inspect the refrigerator to make his own determination. And now, based on what was determined by Jersey Coast a week ago, another repair date needs to be scheduled. Why should the purchaser of a brand new appliance be forced to tolerate this inconvenience, this loss of time, this guessing game, this loss of groceries and this total aggravation? When is it enough for you to determine the customer has suffered enough?
Business response
11/14/2024
Whirlpool Administrative Center
***************************************************************************

November 14, 2024

To: BBB Serving ****************
*******************************************

From: ******* ******
Executive Staff - Whirlpool Corporation

RE: Case ******** - **** ********

Mr. Russello has filed a complaint with your office regarding his Whirlpool Refrigerator.

In an effort to administer our warranty fairly to all customers, ********************** complies with our legal, written, product warranty. Once a product warranty has expired, any costs for maintenance, service or component replacement are then within the owners time frame of responsibility.

I have left a message for Mr. ********* providing my contact information, and will be working directly with him. Please do not hesitate to contact me if you have any questions or concerns.

Mr. ******** is a valued Whirlpool customer and we regret any inconvenience he may have experienced.
Customer response
11/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********** ********
Initial Complaint
11/13/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased the Amana Refrigerator from Best Buy 1/11/22. Also purchased warrantee. The stainless steal door is rusting and neither Best Buy nor Amana will do anything about it. They say it is cosmetic. Stainless steel should not be rusting. I would like it either replaced, repaired or refunded.
Business response
11/14/2024

*************************************************************** Administrative Center

November 14, 2024

To: BBB of ****************
***************************************************************************
*********************************************

From: ***** *************
Executive Staff
Whirlpool Corporation

RE: Case # Case # ********, ***** *****

Ms. ***** filed a complaint with your office in regards to her refrigerator.
Ms. ***** is under a legal binding contract with Best Buy extended warranty plan. Ms. ***** will need to escalate her concerns with the company that holds the extended warranty contract. The extended service plan she purchased is legally binding, and Whirlpool Corporation cannot intervene on this matter.
Initial Complaint
11/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We bought a new washer and dryer that were Whirlpool products in August 2022. Every appliance in our home is a Whirlpool. I can prove that. We had what we thought would be a minor repair so we called a reputable company that we found out about through ******* List. They said our bearing needs to be replaced which is a $500 repair and we would be better off buying a new washer. I called Whirlpool and all they would offer me is a 15% discount to buy a new product..we were loyal to Whirlpool products and are disappointed that they will not make things right for us. We would like a replacement.
Business response
11/13/2024
Whirlpool Administrative Center
***************************************************************************

November 13, 2024

To: BBB Serving ****************
*******************************************

From: ******* ******
Executive Staff - Whirlpool Corporation

RE: Case 22546673 - **** *******

Mr. Solberg has filed a complaint with your office regarding his Whirlpool Washer.

In an effort to administer our warranty fairly to all customers, ********************** complies with our legal, written, product warranty. Once a product warranty has expired, any costs for maintenance, service or component replacement are then within the owners time frame of responsibility.

I have left a message for Mr. ******** providing my contact information, and will be working directly with him. Please do not hesitate to contact me if you have any questions or concerns.

Mr. ******* is a valued Whirlpool customer and we regret any inconvenience he may have experienced.
Initial Complaint
11/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We have a warranty for a Kitchen Aid Refrigerator that has been broken since July 2024. We have opened more than 4 tickets for it. Not one Appliance technician was able to fix it for a continued time period. A warranty does not mean you give up and stick people with a broken item. One of the repair techs already stated it needed to be replaced and there was nothing that could be done for it. Here are the 4 tickets that have been created (there could be more I am not sure) that have not fixed the refrigerator. SWPS74049318-1 Wednesday July 3 SWPS9424222B-1 September 20 SWPS9427C159-1 September 30 SWPSB4375C2F-1 November 8th Our expected resolution for the BBB compliant is an immediate exchange of the refrigerator. It can even be a lower model at this point as we do NOT have a second one and have spent thousands on going out to eat and food dying the the refrigerator.
Business response
11/13/2024

*************************************************************** Administrative Center

November 13, 2024

To: BBB of ****************
***************************************************************************
*********************************************

From: ***** *************
Executive Staff
Whirlpool Corporation

RE: Case # Case # ********, ***** *******

Ms. ******* filed a complaint with your office in regards to her refrigerator.
Ms. ******* is under a legal binding contract with D&G extended warranty plan. Ms. ******* will need to escalate her concerns with the company that holds the extended warranty contract. The extended service plan she purchased is legally binding, and Whirlpool Corporation cannot intervene on this matter.
Initial Complaint
11/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The water filter stopped working MODEL WRS321SDHZ05 SERIAL **********. We ordered in September and after 3 weeks it stopped working properly...we have tried your CHAT to no avail, they provided a phone number and they couldn't help and transferred us and then on terminal hold. I sent 2 emails in past 3 weeks and have not heard anything. We purchased refrigerator 4 years ago and have ordered your product online before , however this one doesn't work. We need a replacement PLEASE.
Business response
11/15/2024
2000 M-********************************* Administrative Center
Date: November 15, 2024
To: BBB of ****************
********************
************, *******; 49546
Email: *********************************************
From: ******* *****
Executive Office Staff
RE: Complaint *********** - ******, ******
Ms. ****** filed a complaint with your office in regards to his Whirlpool water filter purchase.
I have reached out to Ms. ****** today via email and by phone requesting more information regarding her complaint.
Whirlpool Corporation will provide Ms. ****** with a resolution once we receive the requested documents.
Ms. ****** is a valued Whirlpool customer and were sorry for the inconvenience this may have caused her.
Sincerely,
******* *****
Executive Office Staff
Whirlpool Corporation
Customer response
11/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The company has advised us that they will be mailing a replacement filter.

Sincerely,

****** ******

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