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Complaint Details
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Initial Complaint
07/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a washing machine on May 4, 2020 with a 5 year warranty. Machine broke in July 2021. Several service men came out and said that it wasn't broken - that the water wasn't on, we were using the wrong soap, or other 'blame the customer' excuses. After several attempts to repair I asked owner *** Crane for a new machine. After telling me I can go elsewhere for a repair (unhelpful since my warranty was with Cranes) he said he would 'never' replace the machine. On June 14, 2022 the admitted there was a mechanical issue and replaced several parts. Yesterday I was told by the caretaker (the home is rented for the summer) that the machine is still broken. An email to *** and *** Crane went unanswered. With renters in place I had no choice to buy a new machine from a competing retailer.
Business response
07/06/2022
In response to ******************** complaint, I'd like to offer the following.
We did receive an email from ****************, see copy and paste below.
On Mon, Jul 4, 2022 at 3:04 PM ********************* <********************> wrote:
Hi *** and **************** got a call from **** (ccd) that the washing machine is still not working. Its doing the same thing.
Were past time for a new machine - I have renters in all summer and cannot be without a working machine
I can be reached at ************ and **** at **************.
Thank you,
Typos courtesy of my iPhoneCrane Appliance was closed on Monday, 7/4/2022 for 4th of July. We did receive his email at some point on Tuesday, 7/5/2022. The day after 4th of July is one of our
busiest call days of the year, AND one of our Service Call Takers was out sick that day. Apparently we didn't respond to **************** as quickly as he thought we should.
I'm sorry for that, but just like the majority of other companies, we are short-staffed. **************** did purchase an Extended Warranty, which entitles him to CRANE REPAIR SERVICE
at no additional charge. It doesn't entitle **************** or any other customer a new **********************.
When ****** (***) *********************** ** was available yesterday, 7/5/2022, he did respond to ******************** email and said that we would pick up the machine that needs service, bring it back to the Operations
Facility, and have our Service Manager *** Crane assess it, to see if there was any issue needing repair.
And that is where we are at now, waiting until ******************** new appliance, that he purchased at a competitor, is delivered to him, so we can pick up his existing appliance, and assess the unit that he is experiencing issues wit
Customer response
07/07/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Please fin attached updated document with commentary:
Email trail attached was after months of back and forth and their insistence that the machine was not broken it was either the wrong soap or other blame the customer excuses. *** told me over the phone that he would never replace the machine. Even below he reiterates it. Hes finally looking at the machine ONLY AFTER I BOUGHT A NEW ONEand even then only to investigatewith an exclamation point.
Please keep in mind I purchased a 5 year extended warranty.
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