
Jennifer of Pullman, MI on March 23, 2010
Our dishwasher had an issue with the drain pump assembly. It was very loud and upon inspection was found to have a manufacturer's defect. When the part was replaced the replacement part was also defective. The pump is made up of two pieces which are glued and then screwed together. In my situation, the part was glued together but not screwed together. When the service provided installed the replacement part and tested the dishwasher everything worked fine. They tested it to simply make sure it would pump water and not make the noise it originally did. Approximately a 5-10 test of the unit. When I ran the dishwasher for the first time the pump failed. Seeing how it was only glued together and missing the screws that hold it together it fell apart, thus, causing water to leak from the pump and under the dishwasher and cabinets causing damage to our hardwood flooring and cabinets. The water leaked into our basement, causing minimal damage there.
When Electrolux sent out their insurance adjuster we told them that because the damage to the basement was small, we would cover those costs ourselves. (It wasn't worth waiting to have the damage repaired down there). The $20,000 is accumulated from the following items: removal of existing damaged floor and replacement $6000; replacement of damaged cabinets $2759; countertop removal $1475-$3050 (depending on if the countertops can be removed and replaced without damage); and miscellaneous labor costs, subfloor repair/replacement, plumbing and electrical works were approximately $5,000-$7,000.
In regards to my homeowner's insurance, I contacted them when this issue first began back in January. They said that they could look into it but that it would cause our insurance rates to go up and they recommended we work with Electrolux directly to avoid this. The first claim that was submitted with Electrolux was denied, stating that the service provider did not install the replacement part properly, and that if they had, then the damage would not have occurred. Of course this is ridiculous, so I resubmitted the claim.
After resubmitting the claim, I found out that the part in question had been recalled, but it took a lot of investigating to discover this information. Even the insurance adjuster that was hired by Electrolux was unaware that the part was under recall. Electrolux told me that they would have to do some investigating of their own to see when the part was ordered and when the recall went out. Basically they needed to see if the service provider installed the part after being notified that it was recalled. In the meantime I contacted the distributor of the part and the service provider and neither was aware that the part was under recall. The only people who seem to be aware that the part is under recall is the liability department for Electrolux. I never heard anything back on the recall status. Instead I was told that Electrolux does not manufacture this specific part and, therefore, they are not responsible for damages resulting from the part. Thus the claim was denied a second time.
I then asked them if they could give me the information who manufacturers the part and they said they could submit a request to get that information, but I have yet to learn this information. I guess what frustrates me the most is that nobody is willing to take responsibility here. Everyone wants to play the blame game. The way that I see it is that if Electrolux is not responsible for the damage, then they need to release the manufacturer's information so I can contact them to take responsibility. They don't want to do this, then they need to take responsibility themselves.
And the kicker: the dishwasher is a Frigidaire brand but Electrolux is the parent company for Frigidaire. Everyone I have spoken with at Frigidaire admits fault of the part is theirs, but because the damage is above X amount of dollars, it has to be handled by their parent company Electrolux. The damage occurred to my home on January 22, 2010. I have been working diligently on this matter and have not been able to get any answers. Meanwhile, moisture and mold are major concerns of mine. The last thing that I need is to see one of my children become sick due to mold in my new home.