ComplaintsforMack Camera Service

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought their insurance for my dryer. After my dryer made a racket and I needed a repair as soon as possible, I contacted them multiple times and they always pushed me off saying that they have 10 business days to respond. After the 10th business day they had a new answer that the vent has to be cleaned by a licensed professional in order they should come down and fix the dryer. This silly answer I only received after months of going back and forth and filing many times a claim to fix my dryer. They are not reliable and seems like they don't have mechanics on the road. They didn't even bother coming down to diagnose the problem they just had the silly answer after months of going back and forth with all silly answers till they finally said that it has to be cleaned in order they should come down. They said Once I clean my vent they will be in touch with me to schedule a visit bla bla..

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The company **** Warranty told me to call an authorized whirlpool dealer and they will reimburse me. Since they couldn't come up with a problem with the stove. They gave me a ticket number ***** for a reference. I kept on calling and they kept on pushing me around and telling me that they were going to give over the message to accounts payable. However, I never got any reimbursement, I need your help, please try to contact them, and notify me what's happening. It will be a year by December 6th when this occurred and still didn't get anywhere with them. I decided to call the BBB To get it resolved.Thank you

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My dryer keeps on breaking and I contacted **** over a month ago & I'm still without a working dryer

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  they said they will pay me for repair since i have a warranty and its past the date they said that they will pay me i didnt receive any check from them and they keep on ignoring my calls and messages

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On April 25, 2019, I purchased a 5-year extended warranty from Mack Worldwide Warranty on a television I had purchased on April 7, 2019. Around July 31, 2023, my television stopped working so I contacted Mack Worldwide Warranty to file a claim to have it repaired.After speaking with *********************** (claims specialist), she sent me a website address to log onto to submit a request for repair. However, when I logged onto the website, the home page would not direct me to the form to submit a claim.On August 4, 2023, I contacted Mack Worldwide Warranty again and spoke with **************** (claims specialist) and explained the issue I was having with trying to submit a claim and she emailed me the same website address that was given to me by ***********************. I asked her to stay on the phone while I pulled up her email and try to log into the website address. Once again, the home page would not direct me to the form to submit a claim. Because of the difficulty I was encountering navigating the website, ****** agreed to submit the form on my behalf. Once the form was submitted, ticket #***** was created.On August 7, 2023, I received an email from someone at Mack Worldwide Warranty named ********* stating that Mack Worldwide Warranty will be emailing an authorization to ************** Repair (the closest repair company to me), and they would be contacting me directly to schedule an appointment. This email also stated that my ticket number would be valid for 90 days.I contacted ************** Repair and spoke with someone named ***** to confirm that Mack Worldwide Warranty had emailed an authorization for his company to submit an estimate to repair my television. He confirmed that Mack Worldwide Warranty had emailed the authorization. An estimate to repair my television was submitted to Mack Worldwide Warranty on or around August 23, 2023.On August 25, 2023, I emailed ********* for an update because I had not heard from Mack Worldwide Warranty knowing that the estimate to repair my television had been submitted. ********* emailed back on August 28, 2023, stating that she would ask management for an update.On August 29, 2023, I emailed ********* again to see if she had received an update from the management.On August 30, 2023, ********* emailed stating that after reviewing the estimate, it would be more economical to replace the tv instead of repairing it and Mack Worldwide Warranty would like to offer me $800 in lieu of repairing the tv. She also attached a reimbursement letter stating that if I wanted to accept the offer, I needed to sign the reimbursement letter and return it. The email also stated that if I accepted the offer, the remainder of my warranty would be voided. The last paragraph of the email stated that Mack Worldwide Warranty would reimburse me by US check.On August 31, 2023, I signed accepting the reimbursement and faxed the letter back to Mack Worldwide Warranty. I also emailed ********* on September 1, 2023, to confirm that Mack Worldwide Warranty had received the reimbursement letter and she emailed back stating that the letter was received, the paperwork was being processed and that she would update me shortly. On this same day, ********* emailed again stating that paperwork was submitted to their ********************* for a check to be processed for $800. The email also stated that I needed to allow 120 business days for the process to be completed not including Saturdays, Sundays and holidays, and that she would send me a notification when the check is sent.On September 4, 2023, I emailed ********* expressing my disagreement with having to wait 120 days for a reimbursement because that equates to over 6 months which, in my opinion, is an unreasonable timeframe, and that I would like a copy of their policy where it states that it takes 120 business days to process a claim. I also asked her for the name, telephone number and email address of the appropriate person in management that I could appeal my concern to. On September 5, 2023, she emailed back stating that nowhere on the warranty term and agreement does it state a reimbursement timeframe and she never answered who authorized the timeframe for the reimbursement nor did she provide me with the name of a person in management to contact.I emailed her back stating that if there is no written policy detailing the timeframe for process claims, then who made the decision that it would take 120 business to process a claim. Again, I asked her to email the name, telephone number and address of the appropriate person in management to appeal my concern to.On September 5, 2023, she emailed stating that my claim had been passed over to management to be looked into and this time she, supposedly, provided me with the email address of a person ****************** in management.September 6, 2023, I sent an email to **************** expressing my disagreement with the timeframe for processing reimbursement claims and asked what measures I need to take to appeal this process. As of this date, he has yet to respond back.In conclusion, since there is no written policy on the timeframe for reimbursing claims, I would like to receive a monetary check for $800 within 30 days for the following reasons:According to the email from *********, the claim is only valid for 90 days, which I can assure you includes Saturdays, Sundays and holidays. Once the claim is no longer valid, I can also assure you Mack Worldwide Warranty is not going to honor the claim.If there is no written policy on the timeframe for processing reimbursement claims, then I would like to know who made the decision that it takes 120 days (excluding Saturdays, Sundays and holidays) to process claims. I was only informed about the 120 days timeframe for processing claims after I agreed to accept the monetary reimbursement offer of $800. Had I been made aware of the timeframe for processing claims in advance, I wouldnt have agreed to the reimbursement offer; instead, I would have opted for the repair.To sum this situation up, my intuition is telling me Mack Worldwide Warranty graciously opted to offer the monetary reimbursement instead of paying to repair the television because they have no intentions of paying to repair the television nor do they have any intentions of refunding a monetary reimbursement. The 120 days is just a diversion, and they are just trying to let the clock run out by allowing the claim to become invalid after 90 days and/or letting the warranty run out, whichever comes first. Again, the claim is valid for only 90 days and according to their timeframe it is going to take Mack Worldwide Warranty 6 months to reimburse the claim.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ref #****** Customer No. ****** Reference: ***************/23/****** I paid for a warranty for a Washing machine and a dryer. The dryer had issues, and a representative from **** Warranty came down to see what the problem was. The repair man stated that this was beyond economical repair. Because the dryer was not useable anymore, I bought a new one. **** warranty assured me they would mail out a check for $900.00. This happened in April 2022. We are in August 2023, and I still did not receive any check. I call them weekly. I leave messages daily. No one responds to my messages.Furthermore, the customer ********************** representative agreed to be a testimony as well as the customer ********************** manager. They can tell how many times I called in, and they did not have any updates. The most recent time that I called in, they did not pick up the phone on me. Only when I called from a private number they picked up. They did not talk to me; they immediately transferred me to a different person, who did not pick up and did not respond to my voicemail.******* is the person who takes care of the checks. He does not respond at all. The messages are ignored and the phones are not answered.I bought the warranty from a local appliance store. I spoke to them and they said they will stop selling **** warranties.I will not accept any response only a signed check in my mail box!

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I am experiencing significant issues with my dishwasher, which is under a warranty contract with Mack Worldwide Warranty. The appliance has been malfunctioning for several months. My attempts to communicate with Mack Worldwide Warranty have been met with delay and silence, leading to extreme frustration.After considerable effort and time, I was finally able to get a technician from the company to inspect the appliance. To my dismay, they filed an inaccurate report claiming the dishwasher was in working condition, which is clearly not the case. The machine remains unresponsive and continues to have significant functional issues.When I informed Mack Worldwide Warranty of the inaccurate report and requested a replacement under the terms of our warranty, the company began to delay my request with repetitive excuses. Instead of assisting, they have escalated the situation by ignoring my communications altogether. The lack of clear and consistent communication from their side has been the main source of my frustration.Given the above circumstances, I am seeking a full replacement of my faulty dishwasher with a brand new one, as is clearly outlined in our warranty agreement. This is not an unreasonable demand, considering that we have diligently paid for this warranty service.I am requesting the Better Business Bureaus assistance in this matter, in the hope that Mack Worldwide Warranty will respect the terms of our agreement and offer a resolution that is fair and in accordance with our consumer rights. My expectation is not just for the replacement of the dishwasher, but also for an improvement in their communication process.Thank you for the clarification. I've adjusted the desired outcome accordingly:My primary goal is to have a working dishwasher. The new unit, idle and faulty since February, needs replacing. I seek a functional appliance promptly and trust the BBB can help expedite this.

  Business response

  08/01/2023

  Unit had a repair on 4/7/2022 under RA# ******.

  Techs notes:

  As per customer, unit is fully functional. Ran tests and no errors found, checks ok.

  We do not see any other open claims under this customer, a new claim would need to be submitted.

   

  Customer response

  08/01/2023

  
  Complaint: 20355826
  
  I am rejecting this response because:
  The company is obviously denying the fact that we constantly tried contacting them. Asides from the fact that due to their poor communication skills and hard time getting though to them. As well as denying our claim by saying the unit is fully functional when its been lying in my kitchen inoperable causing clogs.

  
  Regards,
  
  ***************************

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I bought a MEILE WASHING MACHINE fromWORLD WIDE APPLIANCES and it does not work anymore. The store said the issue should be taken up with the warranty company **** WORLD WIDE WARRANTY or their other name of MACK CAMERA Service. They do not call me back or they put me on hold and then hang up. The warranty for this part is five years and will run out in August.The washing machine is a MEILE FRONT LOADER W3048 The cost of this unit was $1999.00 It is now over a month that I have been calling and they just give me the run around. Please help me resolve this case.Thank You *********************

  Business response

  08/01/2023

  Customer spoke to our tech on 7/19 and said they would submit an estimate from a Miele authorized center. The customer submitted an estimate on 7/31 and its being evaluated by management.

   

  Customer response

  08/16/2023

  
  Complaint: 20344384
  
  I am rejecting this response because:

  The company **** Warranty is just stringing me along. Whenever I call I wait 20 to 30 minutes and then they say it is being reviewed and someone will call but no one ever does It us now almost two months and their actions constitute insurance fraud Please call them on my behalf and get them to honor the warranty Thank you. ******************;

  Sent from my iPhone

  
  
  
  
  Regards,
  
  *****************

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  i take a warranty from **** in7/7/ 2020 on my gas range for 5 years .and on may 7 2023 i contact **** to do a repair service on my gas range. and now 7/06/2023 2 months later i still waiting they should contact me for set up an appointment for service so fare i paid for a warranty and i have no gas range to use because its not working . and no service

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased new appliances in year 2020. At that time my local appliance dealer recommended that I should purchase an extended warranty with Mack Worldwide Warranty since they are reliable and have great service.Right now i am in desperate need for repair for my dishwasher. I actually filled a claim back in the month of march 2023 and since then I am being pushed away with promises that never happen and am stuck with a broken machine.I would greatly appreciate if you can do something so they should come and repair my dishwasher.Thank you ******************************* P.S. This is not the first time that they are not responding. Back in 2021 or *******************************************************************************

  Business response

  05/23/2023

  Shows the appointment department called the customer on 3/13 to make an appointment. That department will try to call the customer again.

   

  Customer response

  05/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩