Lowes / Whirlpool Complaint - Lowes and Whirlpool want my fridge to keep leaking onto my new floor a few more times before they will replace it.
I recently purchased a side-by-side Whirlpool Gold refrigerator from the Lowes in Rocky River. Shortly after the fridge was installed, there was a leak which ruined my brand new laminate wood flooring. Apparently the drip pan overflowed. I called Lowes service and they forwarded me through to Whirlpool who then sent someone out to fix it from A&E Factory service... they came and said that nothing was wrong. I thought this was a one time thing, so I fixed my floor because I had leftover floorboards and I didn't want to bother dealing with Lowes/Whirlpool to have it fixed.
This past Sunday, I found that the drip pan overflowed and once again ruined my floor. I called Lowes (who apparently now deals with repairs internally, and didn't send me through to Whirlpool) immediately and they sent someone out the next day from a different service company, Complete Appliance Service (I told them not to send A&E Factory again because I read multiple complaints about the company online). While on the phone with Lowes I asked them what happens if the fridge leaks again. They said they would simply send someone else out to look it again. Basically what they were telling me was that my floor had to be ruined for a third time before any time of replacement fridge would be considered.
I also talked to Lowes about having my floor replaced this time, because I refused to be responsible for the floor for a second time. They put in a request for the floor to be replaced. Who knows when this could be resolved.
Meanwhile, Complete Appliance Service came out on the next Tuesday and replaced the filter housing on the fridge. No less than 24 hours later after the second repair company came out, the fridge leaked again. Of course I called Lowes again and explained the situation. They insisted on sending out the same company again, despite them not being able to solve the problem the day before. They are telling me that there needs to be at least 3 service calls (I had only had two service calls up to this point) before Whirlpool will consider replacing the fridge. This means that my floor would need to be ruined a minimum of four times... the fourth time occurring after the the third service call.
Complete Appliance Service already came out yesterday morning and said that they "might" know what the problem is and that they have to order some parts based on what they were told from Whirlpool, which I am told from Whirlpool is the same part that was already replaced. So now I get to have a broken, unhooked fridge sitting in my house until they come out again. And I am confident that even when they come back out, the problem will still persist, because the service technician was not sure that this would solve the problem. I want to know why I should have to wait until my floor is ruined a minimum of four times before Whirlpool will consider a replacement. On top of all of this, it is not even a guarantee that my floor will be replaced.
I have since talked to Whirlpool directly, and they are telling me that their warranty only cover repairs, not replacements. However, if no one can repair the fridge, shouldn't I be entitled to a replacement?sssdfappears as if I was sold a lemon and neither Lowes nor Whirlpool will do anything about it.