Dutch Maytag Home Appliance Center

Customer brought their washing machine in for a diagnosis on 8/21/and paid the $diagnosis feeWe called customer later in the day to inform them that the motor had shorted outService technician tried another motor we had in stock, but the timer also shorted outThe lid switch checked out OKCustomer was called and informed it would cost about $for parts to fix this washerWe were advised by the husband that he did not want to fix the washerWe offered to scrap it for them and he stated that was fineAimee put a “Scrap” sticker on it and had the technician take it out of the shop and put in the scrapyardCustomer then called back a day later and decided they wanted the washer back after allThey were told it was scrapped, as per their instructions, and they became very upsetThey were told it had been scrapped, along with a load of appliances that we took to the junkyardWe then offered them a refurbished washing machine from our floorThey declined the offer, and said they were going to look for a new oneThe last conversation we had with this customer was that they were going to buy a new washerThey were not upset at all, and told us that their washer was old and they figured it couldn't be fixedThat was how the situation was left when we last spoke with themThese are the facts as told to me by Aimee Nemke, our office managerSincerely, M [redacted] Secretary/Bookkeeper

Customer brought their washing machine in for a diagnosis on 8/21/15 and paid the...

$79.00 diagnosis fee. We called customer later in the day to inform them that the motor had shorted out. Service technician tried another motor we had in stock, but the timer also shorted out. The lid switch checked out OK. Customer was called and informed it would cost about $350.00 for parts to fix this washer. We were advised by the husband that he did not want to fix the washer. We offered to scrap it for them and he stated that was fine.
Aimee put a “Scrap” sticker on it and had the technician take it out of the shop and put in the scrapyard.
Customer then called back a day later and decided they wanted the washer back after all. They were told it was scrapped, as per their instructions, and they became very upset. They were told it had been scrapped, along with a load of appliances that we took to the junkyard. We then offered them a refurbished washing machine from our floor. They declined the offer, and said they were going to look for a new one.
The last conversation we had with this customer was that they were going to buy a new washer. They were not upset at all, and told us that their washer was old and they figured it couldn't be fixed. That was how the situation was left when we last spoke with them.
These are the facts as told to me by Aimee Nemke, our office manager.
Sincerely,
M[redacted]
Secretary/Bookkeeper

Review: On August 21, 2015 we took our washing machine into them to see if it could be repaired. We paid $79.00 to have it diagnosed. They then called us and said it would cost $350.00 to repair it. We went in on Aug. 22nd to talk to the repair man. He was not in but we talked to the lady in the office . My husband told her that we would call at 8:00am Monday the 24th. Instead my husband decided to go in and pick it up and not have them repair it. When he arrived the washing machine was gone. Some had picked it up to take it to the dump. They could not tell who had picked up. Someone had written "dump" on the work order. Disposal was not even discussed. We were shocked and upset because we wanted to maybe have someone else repair it.Desired Settlement: We would like the business bureau to contact Dutch Maytag with this complaint

Business

Response:

Customer brought their washing machine in for a diagnosis on 8/21/15 and paid the $79.00 diagnosis fee. We called customer later in the day to inform them that the motor had shorted out. Service technician tried another motor we had in stock, but the timer also shorted out. The lid switch checked out OK. Customer was called and informed it would cost about $350.00 for parts to fix this washer. We were advised by the husband that he did not want to fix the washer. We offered to scrap it for them and he stated that was fine.Aimee put a “Scrap” sticker on it and had the technician take it out of the shop and put in the scrapyard.Customer then called back a day later and decided they wanted the washer back after all. They were told it was scrapped, as per their instructions, and they became very upset. They were told it had been scrapped, along with a load of appliances that we took to the junkyard. We then offered them a refurbished washing machine from our floor. They declined the offer, and said they were going to look for a new one.The last conversation we had with this customer was that they were going to buy a new washer. They were not upset at all, and told us that their washer was old and they figured it couldn't be fixed. That was how the situation was left when we last spoke with them.These are the facts as told to me by Aimee Nemke, our office manager.Sincerely,M[redacted] Secretary/Bookkeeper