Shame
On You: Maytag's Moldy Washers
May 13, 2004
"The lonely repairman is what
they call me, cause hardly anyone ever calls me,"
the Maytag television ad says.
For over 30 years, the lonely
Maytag repairman has sung the praises of the company's
reliable washers. "They're so darn dependable,
nothing seems to break except my lonely heart."
But hundreds of unhappy Maytag
owners are singing a different tune about their
high-priced Neptune washers.
"I just spent a lot of money
for this washing machine and it stinks," Ellen
Fogel says.
Kevin and Ellen Fogel were
horrified to find slimy black mold growing in
their new front-loading Neptune washer just months
after buying it.
"It was a horrible smell that
came from it,” Ellen Fogel told CBS 2, adding
“I don't know if this is something that can become
airborne. My husband has allergies, my kids have
allergies."
"I called Maytag, I spoke
to the service person on the phone and they told
me it was a known problem, something they've had
a number of complaints about," Kevin Fogel said.
A large number it would seem,
judging by the long lists of mold complaints on
the Internet. The growth is apparently caused
by poor drainage and ventilation, so Maytag provided
owners with free repair kits.
But the Fogels from Long Island
say it doesn't work. “Within a couple of weeks
after that the black mold came back again and
it's still there today," Kevin Fogel explains.
After two repairs kits, New
Jersey Neptune owner Jorgen Christiansen says
his $1,100 Neptune washer is still encrusted with
black mold.
“So this kind of thing can
actually come off on your clothes?” Diaz asked.
“Yes, it leaves black streaks on the clothes,"
Christiansen explained.
He says Maytag is now washing
its hands of responsibility. “They said ‘Pretty
much you're on your own here, it's a man-made
machine, things happen.'"
Fed up, Christiansen is now
suing Maytag. His is one of eight lawsuits across
the country pursuing class action status, alleging
Maytag has failed to fix the Neptune mold problem,
as well as door latch and control board failures
that have caused the washers to break down.
"What happened to the lonely
Maytag repairman, it seems like he's very busy
these days?" Diaz asked. "The Maytag repairman
is still the loneliest guy around," replied Frank
Nekic from the Maytag Corporation.
Maytag's laundry products
director -- speaking via satellite from Des Moines
-- refused to disclose how many Neptune complaints
the company has received.
He said the problems only
involve Neptunes made before March, 2000 and have
been fixed. "I'm not aware of any consumers that
are unhappy with the fix that we have applied
for the mold problem.”
“How do you explain that there
are these lawsuits and people on these Web sites
complaining that the fix didn't work?” Diaz asked.
“I'm not an attorney and I
can't comment on any of the lawsuits," Nekic replied.
Interestingly, Maytag's own
Web site gives Neptune owners troubleshooting
advice for a long list of potential problems but
there's no mention of mold.
"Why is the mold problem not
discussed on your Web site?” Diaz asked. “I'm
not sure why that is,” Nekic answered. “Is it
because Maytag is trying to hide this mold problem?”
Diaz asked. “No,” Nekic replied, adding “We're
very concerned with any consumer that has an issue
with Maytag."
But many furious owners say
their demands for a trouble-free washer have fallen
on deaf ears.
"They should find a way to
fix the problem, if it means replacing everyone's
Maytag machine then that's what it means," Ellen
Fogel said.
Maytag officials say the Neptune
washers now being sold do not have the problems
of the older machines.
They continue to insist they're
unaware of any consumers dissatisfied with the
mold repair kit and say they've moved quickly
to address customer complaints, and say there
is no merit to the lawsuits.
They urge Maytag owners with
complaints to call 1-888-4-MAYTAG.
Since posting
this article, Sandra Summer from Michigan sent
us the following message:
I was researching other info
on your web site when I noticed the Maytag story.
I have one of the very early ones, and I want
to share how I avoid the mold problem. After discovering
the problem, I cleaned the gasket pocket with
chlorine bleach to kill the mold. From then on
I have blotted all water out of that pocket each
time I finish with the washer. I also leave the
door standing open; so, of course, the light burned
out. I find this procedure a minor inconvenience,
but I have no more mold. Thanks for a great web
site.
Thank you, Sandra!
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