ComplaintsforBennet's Appliance Center, Inc.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a whirlpool refrigerator from Bennett appliance July 14, 2022. Less than a week it was not working I lost things in freezer. I called they sent a man out he thought there were some faulty parts. He ordered, while waiting the frig started working again so we were in a holding patter to see if it happened again it did so he came and replaced parts. It stopped working again even after new parts were on. I called Bennett and they said I would have to get whirlpool to send someone to check it out. When he came it of course was working. He saw what had been happening because the frozen ice cycles was still hanging in the freezer but he said all test he did showed no problems. He felt it was probably a lemon. I called Bennett to see if I could exchange it for another one willing to pay more if needed. They said after it was in my home for more than 5 days they were not responsible and I would have to go back to whirlpool which I did and their response was the repair man’s test showed no problem but it has happened 2 times since he was here 2 weeks ago. I am at a loss as to what to do next

  Business response

  10/13/2022

  [BBB transcription via email, see attachments]

   

   We received your letter regarding the ***** refrigerator. We appreciate the opportunity to share our difficulty in resolving the issue, as we also look forward to solving the matter in a beneficial manner

   

  July 21,2022

  The refrigerator was delivered

  July 28,2022

  Customer called to let us know refrigerator was thawing and re-freezing items in freezer. Bennets's techician ran a service call the same day and determined that evaporator fan was not working properly on the refrigerator (factory defect). A control board, fan motor and user interface parts were ordered. It should be noted that at no time did refrigetor stop working entirely.

  August 18,2022

  The backordered parts arrived. Technician returned to customer's home. Refrigerator was working properly, so no parts were installed.

  August 30,2022

  Due to the refrigerator acting up again, technician returned to home to install parts that had been ordered previously.

  September 26,2022

  Customer called for service again. Since our technician was off work for a couple weeks, Bennet's recommended the customer call Whirlpool's Factory Service center and have them take a look at the refrigerator.

  September 29,2022

  `Platinum,' Whirlpool's Factory Service center, visited the customer's home and determined that the parts replaced were correctly installed and should have taken care of the issue. After Platinum technician left the home, Ms. ***** called us and wanted unit exchanged. We called Whirlpool to find out what the Platinum technician had reported and what needed done at this point. They told us that "all checkpoints passed inspection and customer was to call for service again if the problem happened again."

  It is at this point, that we here at Bennet's, feel that if Platinum Whirlpool's Factory Service deems a refrigerator "A Lemon," then Whirlpool must determine how the situation should be handled under Whirlpool's one-year warranty policy.

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