On January 7, 2012 we purchased a Maytag front loading washing machine and dryer with a Home Depot Extended Protection Plan. The machines ran well for a four year period; washing and drying clothes easily.
However, in the fourth year of use we have had to use our extended protection plan to make repair requests for the washer five times, and our dryer twice. Even after all these repair visits, the washing machine continues to leak water from underneath and the dryer no longer dries clothing. At this point, the warranty company, Asurion has denied reimbursement for the washing machine claiming that it has not had the same breakdown three times. An employee, named John left a voicemail telling us that the washing machine did not qualify under the no lemon policy.
When I tried to return John’s phone call, I instead spoke to Miguel, a supervisor in the extended protection plan department. During the conversation, I learned that he was not able to locate the invoices I was referencing. He told me that there had only been two reports of water leaking while I point to four separate instances in which we have called 1800HomeDepot to report that water is leaking from underneath the machine. I have included a picture from 12/16/2016 of the washer leaking, and Precision’s repair notes on 12/23/16.
The following is a description of the claims and repair dates regarding water leaking from underneath the washing machine: 1. Friday, August 26, 2016: We contact the 1800 home depot to request a repair because the machine stopped mid-cycle, displayed an error code, and there was soaked clothing in the machine. Water is not draining properly from the machine. A precision repairman comes to the house, diagnoses the problem and orders a control board and pump.
Wednesday, September 7, 2016: Repairman only replaces the control board but does not replace the pump. (claim # ) 2. Thursday, September 8, 2016: Water is now leaking from underneath the machine and clothes are soggy. Washing machine is spinning clothes slowly and machine displays error code: E09 and E01.
We make another service call to 1800 home depot. (service #) September 15, 2016: Repairman came out to house in response to call and replaces pump. He has to suck up water using a shop vac, and uses my towels to soak up water from the bottom of the machine. 3.
Wednesday, October 12, 2016: Water is leaking from underneath the machine again, so we make another service call ( Monday, October 16, 2016: Precision repairman came out to repair water leak from the washing machine. (claim # ) 4. Saturday, December 10, 2016: Water is leaking again from underneath machine, so we make another service call () 12/15/16: xxxx repairman came out to repair water leak from the washing machine. (claim # ).
The next day, I ran a load of clothing, and took photos of the leak coming from underneath the machine. Please see attached picture. 5. 12/16/2016- contacted home depot’s 1800 number to report that water is still leaking from under the washing machine when running a load of laundry.
(service request # and claim #) 12/23/16: Repairman checked the replaced pump and hoses and determined that washing machine was unrepairable. (claim #). In regards to the Maytag Maxima Dryer we having been waiting for over 30 days for a part to fix the dyer. The service request number is xxx , and we reported it on November 29, 2016.
When we complained about this part being on back order for three weeks, we were given a verbal promise of a laundromat allowance, which has never appeared in our mailbox or email accounts. We were also told that after thirty days of waiting for a part, Asurion would consider buying back the dryer. This has also not happened. This has become a frustrating, time consuming process in which we have received conflicting information from employees within the warranty company, Asurion, Home Depot, and the repair company, xxx.
After our initial claim denial to buyback the washer, we began logging our repeated telephone calls to Home Depot’s 1800 line. This has been an enormous waste of our time and money. We trusted Home Depot to stand behind the products they sell us, and honor the extended protection plan.
I no longer trust making large purchases from Home Depot to renovate our home because of this arduous experience. I learned that Home Depot contracts with a warranty company that cares more about their bottom line, then customer loyalty.
Product or Service Mentioned: Maytag Mhw600xw2 Washing Machine.
Reason of review: Warranty issue.
Monetary Loss: $2172.
Preferred solution: Full refund.
I didn't like: Washing machine and dryer broke down in their 4th year of use, Unresponsive service, Planned obsolescence.