Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Kitchen Aid refrigerator 4/24/21, model KRFC704FPS 24 CU FT, COUNTER DEPTH, PRINT SHIELD STAINLESS ST for $3,999.00 + tax. Within 3 weeks the fridge began breaking. I have DOZENS of emails I can send you corresponding with Hamai Appliance about these issues. The original salesperson and the service manager have done NOTHING to help us. They send out the usual repair guy, probably over 2 or 3 dozen times at this point consistently since it first broke. They have replaced sensors, motherboards, ice machines, you name it. The fridge is now Frankensteined with parts and the ice maker still does not work as of this second, and they just "fixed it" last week. After the repairman left, the fridge was blowing hot air and we had to put our food in the neighbor?s fridge overnight. This fridge has cost us thousands of dollars in produce- as it freezes food in the upper fridge part, and melts ice cream in the freezer part. Setting are set correctly- the fridge is a LEMON and has NEVER worked properly. Hamai tells us there is nothing they can do but keep sending a repairman out. They denied my request for a full refund. We called Kitchen Aid several times, and all they can do is have us pay $150 per service visit to fix issues also. They said they cannot speak with Hamai because Hamai is not a certified vendor on their list. What?! So here are are with a $4000 fridge that has never worked in 3 years, and NO ONE will help us make it right. We are the customer that came in to buy a new fridge, and all we have gotten is the run around and NO customer service whatsoever, and no options to make this right.

  Customer Answer

  Date: 03/22/2024

  Aloha,

  The owner ****** has contacted us today, and offered us a $4,000 credit to come shop at the store tomorrow for a new refrigerator!!! So we will go do that. I would like to close this complaint case please, in light of the owner?s offer.

  Thank you so very much,

  ~****

• Initial Complaint

  Date:06/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchase all new Monogram kitchen appliances from Hamai Appliance in 2022. They were delivered and installed early December of 2022. The Advantium oven has not worked since day one. We report the problems to Hamai. They are very slow in scheduling service. Over the last 5 months we have 3 service calls and the oven still does not work. They still want to do more tests because they don't believe us when we say the oven still does not work. They can't come to do more tests until 6/19/23. That will be 6 full months without a working oven. Hamai seems uninterested in fixing this problem.

  Business Response

  Date: 06/26/2023

  We are in the process of getting a replacement from GE Monogram for this unit. A replacement can sometimes take time as the unit needs to undergo a series of tests and parts replacements prior to receiving authorization of an exchange from the manufacturer. ************** was patient through the process and, unfortunately, the manufacturer made it longer than it should have been and parts shipping time delayed the process further. We did indeed finally receive approval and we are in the process of ordering a new unit. ************** was contacted last week (when approval was received) and we are currently working out the shipping and logistics with Monogram to fulfill the replacement as quickly as we can.