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Complaint Details
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Initial Complaint
10/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
It is now more than three weeks trying to get a fan replaced on a GE refrigerator we purchased in December, 2023. Appointments were automatically canceled vie email, with NO explanation. When we finally had a service call on 10/02. He explained that he did not have the part (a fan). He ordered it and told us he would be back @ 9 a.m. on Monday 10/07. We heard nothing and he did not show up on the 7th, even though we called him and texted him (unsuccessfully). When I called GE to ask for an explanation that day, 10/07, I was basically told "tough luck." I asked to speak with someone higher up so I could lodge my concern. I was connected with expedited client services person. The woman w/ whom I spoke had none of the customer service manners that one would hope for. Now for the 3rd time, on Friday 10/11/2024, I spoke with GE expedited customer service and they could not/would not promise that the service person assigned to the job would show up, nor could they promise that the necessary part would be with the service person. Can you please help?
Business response
10/14/2024
Thank you for the opportunity to review complaint ID: ********
I'm so sorry to hear of the frustrations this consumer has had with their refrigerator as well as the difficulty getting service back out to their home.
We have contacted the consumer and apologized and offered to reach out to the technician to confirm he has the part and will be the servicer returning on 10/16. We will call the consumer back when we have confirmed this information.
She also has my direct number for any questions prior to Wednesday's appointment.
Initial Complaint
10/10/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a GE washer and dryer set on July 22nd 2024 and on September 14th the dryer stopped working. I contacted GE Appliances via phone about my issue and they generated a work order to come diagnose the problem. ****** from ** ********* came to my house on September 19th and after an hour he came to me and said there are metalic hairs magnetized to the motor and all over the inside of the dryer. He then said he was condemning the machine as he'd never seen such a thing. He was concerned he couldn't remove all the fibers and they might end up in our clothes whn using the machine. When I called GE Appliance customer care again to find out the status of the work order I was told they haven't had an update from the repair service and to call back the following Monday 9/23/24 for an update. I called back and was told the tech didn't put anything in his notes and said it was repairable. They were ordering parts to repair the machine and would contact me when the parts were in. I waited 2 weeks by the time the parts came in and I was added to their schedule. ****** from ** ********* came back over on 10/4/24 with new parts in hand, he then went in to start the work, came back out immediately and said the machine in his profession opinion is a health hazard and wanted to condemn the machine. I texted his office to report what he was telling me and then told ****** to repair the machine. He then found another issue with the heating element and said he has to order that part. I just contacted GE again today 10/10/24 and was told my part will not be in for another 7 to 10 business days. This is unsatisfactory. I have owned the machine for nearly 3 months now and it has only worked for about 1/2 that time. I am concerned that this machine is faulty and am requesting for it to be replaced.Business response
10/11/2024
Thank you for the opportunity to review Complaint ID# ******** 10/10/24.
I spoke to the consumer on 10/11/24 and agreed to replace his dryer at no charge.
GE Consumer RelationsCustomer response
10/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* *nd find that this resolution is satisfactory to me.
Sincerely,
******* ********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
10/10/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
The oven (GE Range Model **********) has drastically uneven temperatures. The range was purchased July, 2024 and I noticed the problem almost right away. It's burning baked goods at the back of the oven. I've called GE service many, many, many times. Service techs have come out to service it many times. Parts were replaced but issue still is not corrected. The service tech told me that this is a newly designed oven and it is designed poorly. When the service tech reports this to the GE engineer, the engineer writes the report as "oven is working as designed" and refuses to admit that it's a design problem. They seem to believe that I'm lying even though I've sent pictures of the burned items and the service tech who finally tested the temp, agreed that the temp was off. All of the customer service reps tell me the same thing, they don't replace or refund, they only repair. After many months of complaining and many home service calls, it still isn't fixed and they refuse to replace or refund. I was willing to accept a replacement but now I just want to be refunded so that I can buy a stove that works correctly and not deal with the awful customer service. I'm 68 years old and an experienced baker. I know how to bake. I should be able to bake my famous deep dish apple pie without it burning BLACK on one side. I should be able to bake my pumpkin rolls without them burning on one side. I should be able to bake cookies without watching them every minute to judge when to turn the tray so that they don't burn in the back and the same for my homemade pizza, my blueberry muffins, my cornbread, my banana bread, my blueberry pie, my biscuits, etc, etc. That is some of the list of things I've tried to bake using this defective oven. I would like to be refunded for this defective stove. Picture of my burnt apple pie is attached.Business response
10/14/2024
Thank you for the opportunity to review complaint ID: *******1
I'm sorry to hear of the frustrations this consumer has experienced with her GE range.
Due to the excessive service she has had on this appliance, we have agreed to exchange it with a different model as a good will gesture.
She has accepted this as a fair resolution to her situation.
Customer response
10/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *******1, and find that this resolution is satisfactory to me.
Sincerely,
***** *********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
10/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
General Electric has violated the right to repair statutes by placing anti tamper stickers on water filters, If you don't buy filters from them at 4x the proper price; the refrigerator stops working. You have to spend $60 to bypass their restrictions with special proprietary bypass plug. They should replace the filters for free until this practice stops. XWFE filters are $48, XWF filters are $12 (E is for their tamper sticker)Business response
10/10/2024
Thank you for the opportunity to review complaint ID: ********
I'm sorry to hear of the frustrations this consumer has had with his water filter in his refrigerator.
We tried reaching out to discuss this further, but we had to leave a voicemail message.
We will continue to reach out so we can answer any questions this consumer may have.
Initial Complaint
10/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
In September of 2023, we purchased a brand new Washer Dryer Combo unit by GE. I have had this machine serviced every other month by GE without an offer to replace or refund the money. I have requested a refund and have been given the run around. I have been patient. I have been kind. I am done.Business response
10/17/2024
The complaint was submitted on 10/9/2024 and was assigned an ID of *********
GE Appliances has authorized a replacement for the consumer.
Initial Complaint
10/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
GE water softener stopped working. My husband went through troubleshooting steps online but did not work. We hired a plumber @$150 to assess the resin tank was damaged. we called GE and informed the tank is under warranty, but needed pictures of the unit before a new tank could be sent. We complied only to find out they needed more pictures. We got the phone call that they would be sending the new tank out. He asked if the washers and lubricants would be included, since they were part of the resin tank assembly and were informed the only thing they were sending was the empty tank, we would have to purchase the parts and resin separately and quoted a price of over $700! (A brand new unit is $500). They said they would send a link to their exclusive GE store so we could purchase a new unit at discount, and not tp let anybody else know of the special deep discount savings. When comparing the price on the loyalty website vs Amazon, it was less than $30. All of the agents have been pleasant, but not at any point did somebody explain what the warranty covered and the potential cost to fix the issue. If we had known that from the start, we would’ve been able to make a better educated decision. Not only are we out $500 for machine, we had to pay a plumber as well as hours taking the machine apart with zero guidance from GE. They assume consumers have an understanding of plumbing and disassembling machines. Tried to resolve it with GE, and outside of the canned responses, their last email was they would share our feedback with the quality team for the future. I’m looking for some sort of compensation since their resolution was to spend over $700 on a $500 machine...doesn’t even make sense. I would be satisfied with having a discount on a new unit that is equal to the cost of the resin tank that is still under warranty. At that point , I would consider re-purchasing a General Electric machine, but at this point, I have no loyalty or faith in the company.Business response
10/11/2024
Thank you for the opportunity to review complaint id#******** dated 10/09/2024.
Consumer has been contacted with options. Our team is awaiting their decision to move forward.
Please contact me if you have any additional questions regarding this matter.Customer response
10/14/2024
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 appreciate their efforts and resolving this situationSincerely,
********* *******If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
10/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Refrigerator has an odor coming from it and any food you put in it taste badBusiness response
10/15/2024
Thank you for the opportunity to review Complaint ID# ******** 10/9/24.
The 2nd opinion service call has been scheduled with the consumer.
GE Consumer RelationsInitial Complaint
10/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Our brand new GE washer sprayed water from underneath after only 3 washes and got water all over our laundry room (and under the flooring). Local big box retail store swapped for a new unit that, thankfully, is working so far without any leaks. However.... We have been attempting to file an insurance claim through ******* on behalf of GE so that our laundry room can be inspected for mold/damage from the leak. We have been given the run around since February 2024. It is now October. I have had to jump through so many hoops to get information from the Big Box store, the delivery company, and GE itself and still they refuse to process the claim without a proper work order for inspecting the faulty unit/determining the cause, despite proof that the unit was sent to GE (with serial # sticker) and written statements from the delivery manager that the tub was determined to be faulty and thus was the source of the leak (also attached). Any attempts to contact the GE rep listed on the return approval form (attached) have been unanswered. ******* rep will not budge since there is no official inspection report of the faulty unit - which is impossible for me to obtain as a consumer. This is no way to treat a consumer after they experienced a flooded laundry room due to an appliance that failed, let alone on one of the first times it was used.Business response
10/09/2024
Thank you for the opportunity to review complaint ID: ********
I'm sorry to hear of the frustrations this consumer has experienced with his washing machine.
We tried to call him to discuss this further, but we had to leave a voicemail.
Initial Complaint
10/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a GE refrigerator on 8/22/24 for 2,200 dollars. The refrigerator does not work it does not cool and is being serviced. I have had to take off work constantly to deal with this refrigerator. The appliances were delivered on 9/4/24. I also spent 1700.00 on a washer and dryer by GE on 9/11/24. And also spent an additional 3k on a stove dishwasher, etc. I want a working refrigerator. It literally does not work. I have called constantly. Once I called and was treated rudely. I want a working refrigerator.Business response
10/14/2024
Thank you for the opportunity to review Complaint ID# ******** *0/8/24.
The servicer stated that the remaining repair part will arrive on 10/14/24. Once the part is in they’ll reach out to the consumer to complete the repair.
GE Consumer RelationsCustomer response
10/16/2024
Complaint: ********
I am rejecting this response because:The new part was installed and the refrigerator still is not working.
I still have no working refrigerator after taking off work waiting for the repair company. Going into week two no refrigerator after paying 2100 for a brand new refrigerator. After 3 weeks of use it completely stopped working.
New part did not work is not working, meaning that part was not the issue. Refrigerator still hot and not cooling.
***** ***** ********** ***** *****Business response
10/17/2024
Thank you for the opportunity to review Complaint ID# ******** 10/8/24.
GE agreed to a no charge exchange and additional compensation.
GE Consumer RelationsCustomer response
10/17/2024
Complaint: ********
I am rejecting this response because:We have been extremely inconvenienced, and the compensation is low. We paid $2,200 for a brand-new unit that stopped working within 3 weeks of use after our kitchen renovation was complete. We lost 403 dollars in food. We have had to take off work or leave early several days to get this issue resolved and will continue to have to do so once the delivery is scheduled. Our time was wasted when the technician knew from the beginning the part he ordered would not work. Then we had to wait for his return another day, then to be told 3 more parts needed to be ordered. Who buys a new refrigerator that requires 4 new parts within a month of use? When we purchased this refrigerator, we expected to get premium quality. I bought a refrigerator, dishwasher, stove, microwave, washer, and dryer all the same day. All GE profile totaling 8-9 thousand dollars, and that was the sale pricing. This experience has been awful. Not only did we lose our food after spending $500 at ******, but we have been dealing with a tiny fridge since this has happened. I have a child in school, going back and forth to a gas station to buy ice for her water cup that is required, not enough space for fruits etc. We have constantly had to go to the grocery store because we have no space to store food long term. This has been terrible and to me worth more compensation that was offered. And they still do not know the exact date we will be getting a new unit.
Sincerely,
***** *****Initial Complaint
10/08/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased new washing machine. Was delivered on 08/31. Stopped working on 09/12. ****** won’t replace. Told me to call GE. Called and a tech was sent out. Told a computer board was no good. New part ordered. Wait a week. He comes and installs new part. 2 hours later tells me it’s not working and machine needs to be replaced. Since then I’ve talked to someone at GE. Spent hours on hold! I still have no washer as of 10/08. Tech tells me it needs replacing. GE tells me there re ordering another part that is on back order mean while I’m without a washer…..Business response
10/09/2024
Thank you for the opportunity to review complaint id#******** dated 10/8/2024
Please be advised that consumer has been offered a buyback due to service delay. Consumer has accepted and process began.
Please contact me if you have any additional questions regarding this matter.Customer response
10/11/2024
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,
J**** *********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.
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Customer Complaints Summary
3,486 total complaints in the last 3 years.
1,276 complaints closed in the last 12 months.