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Shame On You: Maytag's Moldy Washers
A CBS 2 Special Report
May 13, 2004 11:00 pm US/Eastern
NEW YORK
(CBS) Our Shame On You team exposes
Maytag's dirty laundry. Many outraged customers say they paid big bucks for
a high-tech washer, only to find a slimy substance growing inside their
machines.
"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.
So into the CBS 2 Hall Of Shame we induct the Maytag Corporation, for
selling some high-priced washers that even the lonely repairman can't seem
to fix.
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.
(MMIV, CBS Broadcasting Inc., All Rights Reserved.)
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