ComplaintsforKieffer's Appliances
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Complaint Details
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Initial Complaint
05/31/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
We ordered and they delivered a damaged range top and were put to the back of the backorder line for 26 units. They didn't allow us to use the damaged unit and we were without a range top for 6 months. They are now expecting full payment of $3900.00.Business response
05/31/2022
In response to customers complaint, we’d like to provide a explanation of what occurred. Original rangetop that client ordered was delivered to the client’s home on 10/22/2021, we returned to install it on 11/17/2021; It was at this time we discovered concealed damage to the unit. Working with the manufacturer (*********), we determined it was able to be fixed with replacement parts. Client was given the option at this time to repair the existing unit or return and wait for a new unit. At the time the decision was made by the client to WAIT for a new unit, no timetable existed from Kieffers or the manufacturer (*********) on how long a new unit would take. We were all hopeful it would be received quickly, but with systemic supply chain issues facing our industry, nothing was certain.
In mid May 2022, we finally received the replacement rangetop. We contacted the customer and arrange for delivery and install. After the install of the new unit, our accounting department (Rebecca) contacted customer to receive the balance owed to us (the cost of the rangetop). At this time, the customer refused to pay, citing that he felt he should not be responsible for payment due to the time he waited for a new unit, something out of Kieffer’s control. For the past few days, Kieffer’s director of sales and the owner have made multiple phone calls to client with no return call. Finally today (5/31), owner John K****** reached *** ******* on the phone. After a brief conversation about the situation, ** ******* hung up on John. K******’s was/Is willing to discuss the situation further and come to an agreement but need cooperation from *** *******.Initial Complaint
03/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The inside door trim on a brand new $7600 ** ******** refrigerator rubs against the opposing door trim upon opening and closing. The builder tried to use double sided tape to see if that would resolve the issue. It did not. I called and emailed Kieffer's Appliances, who sold me the refrigerator through my builder *******. The Kieffer's representative told me that they consulted with management and recommended that I apply "use double sided ******* Tape" to fix the problem. They have refused to come out and fix the issue. They claim that the issue is not their problem and that it is between ** ******** and me. The rubbing is severe and is damaging the unit. This is unacceptable.Business response
04/21/2022
After speaking to a manager at Kieffer's, the customer understand ** servicer will assess the issue with the unit, order any parts needed and come back to install those parts. Service confirmation is attached
Just verified, tech was out, ordered new door trim; to install on 4/14/22
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.