ComplaintsforKAM Appliances, Inc.

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/10/2024 I went to KAM Appliance with the purpose of purchasing a New refrigerator and New cooktop. I was sold a 30 Themador 5 pilot cooktop for ******** which included a 5 yr warranty for ****** and a ********* star 18.6CU ft. Counterdepth fridge for ********. Both were delivered 8/14/2024.Day one the freezer did not close properly, the seal (rubber) is not sufficiently tight enough to suction to the metal part of the freezer. So there is a gap and cold air is escaping continuously and this causes ice and frost to collect on the items in the freezer. We checked the seal and removed ice that formed under the rubber gasket preventing it to seal, but this kept happening. Next the ice machine could not be triggered to shut off, the plastic handle never reached the surface of the container to meet the ice, so it continued and the ice cubes fell behind the tray inside the freezer. We turned it off permanently. I called KAM on 8/27 and explained the two issues and was told it was not defective and if I returned the item there would be a 30% restocking fee! I explained that the product wasnt in a box, it was on your showroom floor and this was extreme. They suggested a service call but the next service call was 30 days away in late September, however they could put me on a waitlist for cancellations. After speaking with several people they found a cancellation and said they would send a service tech the next day 8/28. The Service technician was very nice however he did exactly what we did to correct the problem which still exists today. They refuse to exchange the item without charging 30% to restock the item that is number one defective and number two a floor model. This is corrupt behavior. When you purchase something that is labeled NEW it should not have quirks and issues within the first week of ownership. Im not looking for reimbursement but replacement with something that is functional with out problems.

  Business response

  09/04/2024

  Hi

  The refrigerator was delivered to the customer on 8/14/24, the customer called the ************ on 8/27/****** days later) and scheduled a Service call for the unit not sealing.

  The Service Technician went out the next day (8/28/24) and serviced the unit. The Service Invoice is attached (SV57609). The technician "steamed the gasket to seal properly".                                     When the tech left the unit was ok, sealing properly.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   The Customer has not called the ************ back since 8/28/24 to say there is still an issue with the unit.                                                                                                                                                Without a phone call, we do not know there is an issue. I will have the ************ contact the Customer to see if we need to go back out.

  This is not a reason to exchange the unit. This is why Manufacturers have Warrantees on their products.

  There have been no calls regarding any issue with the cooktop.

  Business response

  09/12/2024

  The Customer is still having an issue with this unit, so KAM Appliances is going to exchange the unit for this Customer.
  
   
  
  We just found out, so we will be in touch with the Customer and schedule the Exchange as soon as the unit arrives.
  
   
  
  Thank you,
  
  *********************
  
   

  Business response

  09/18/2024

   
  
  This unit was Exchanged for Customer West on 9/14/2024.
  
   
  
  Please see attached Invoice.
  
   
  
  Thank you,
  
  *********************

  Customer response

  09/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have had my issues resolved and a new product without defect was delivered. The following action does satisfy my issues and/or concerns in reference to complaint #********. 
  
  
  Regards,
  
  ***********************

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a refrigerator from KAM last November 17th. Soon after I realized the water filer wasnt working. They sent a repair person who told me they had trouble with this model. For almost one year they have told me every 2 and a half months its being shipped. I have spoken to the manager *************************** who promised to call before the end of the day. That was three weeks ago.

  Customer response

  11/07/2023

  I have not heard from the business in response to my complaint.

  Business response

  11/08/2023

  Hi, the door for this customer is still on Back Order. The ************ is contacting the Manufacturer to get an updated ETA. Doors are made to order, which does take a long time. The Customer has been given updates along the way. I will send another update once we get a response from the Manufacturer.

  Customer response

  11/08/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I want to address the answer given by kitchen appliance Mart in Hyannis that said theyve advised that the door is on order. This is the fourth or fifth time in the past year that theyve told me its on the way and it never gets here. They dont answer when I leave a message to ask why. Im not going to give up until they address the issue. Please help me resolve this. Thanks ************************; 

  Business response

  11/14/2023

  Hi,

  The door was backordered on 1/27/2023, the same day KAM went out to do *******. Again, doors are made to order and take a long time and the dates the Manufacturer tells us it will be available changes all the time. This is not KAM, it is the ************* ******* is trying to get a definite date from the Manufacturer for the door to be available for KAM. ******* has also started a Case with the Manufacturer to see if they will approve an RA/Exchange of the unit.

   

  Customer response

  11/14/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  November 4, 2022 - purchased a new washing machine - $868.25 - 11-28-22 visited the ************** and talked to **** re: loud banging on spin so called for help and service scheduled for almost a month later (also lack of owners manual which he did email later)- 12-2-22 service visit from *** who assessed it needed a new control panel which he would order - 12-23-22 service visit from *** who replaced the panel (not easy as we listened in to the process)- visited ************** and also sent 2 emails to **** (***** and 1-5) with no reply re: continued problems - included a video of the loud spin cycle - 1-10-23 visited ************** and noted it is still making noise on spinning - also a LOUD banging noise during filling and was told the manager will call me - ***** called shortly after and said hed send out another tech - 1-17-23 service visit from ***** - assessed the left bumper was off center so would order a new one (also shared he was not hearing back from Whirlpool - on hold for 27 minutes so he left)- 1-26-23 ***** came and replaced the left bumper. We discussed at length the LOUD banging noise while filling which has been assessed as you need to have a plumber install hammer arrestors to your water pipes because the washing valves are closing too fast- 2-21-23 visited the ************** again and was given service manager's name and have emailed her 3 times with no response It does not seem the loud banging (which did not exist with our past washers) is our problem to solve but rather a flaw in the washer? Or a problem that needs to be solved on Whirlpool/KAMs end, not ours.My first reaction when I walked into KAM with the story of the problem was request a new machine. I was told KAM could do that for a re-stocking fee of $200 (?).KAM came recommended to us by friends and family and weve lived here for 20+ years so know area businesses and have many choices. Note: I have shared numerous videos featuring the noise

  Business response

  03/31/2023

  The issue with the unit making the noise is because the customer has the unit on a homemade wooden pedestal. The customer was told the unit needs to come off the wood pedestal but has not taken the pc off of the wood. The washer spins out so fast it is making the noise because of the wood. The Service Manager will be contacting the customer to try to resolve this issue. Once I know what the customer's decision is, I will make an update on here.

  Business response

  04/11/2023

  KAM Appliances has Returned this unit and Refunded the customer on 4/6/23.
  
   
  
  The Return Invoice is attached.
  
   
  
  It does not look like the customer updated you with the outcome of this Case.
  
   
  
  Thank you,
  
  *********************
  
  KAM Appliances

  Customer response

  04/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On approximately 9/7/22 the alarm on my fridge started going off because of a high temperature reading. I contacted Kam Appliances in Hanover to see if a technician could come out to take a look at it. I was able to get an appointment in approximately 3 weeks time. The technician *** came out, discovered the problem, and told us he would have to come back on another date with new parts and another technician to help. I received an estimate of approximately $2,100 to complete the repair. ***** later *** and another gentleman came out to my home and spent approximately 3 hours working on the fridge and then told me it was fixed. Not long after the high temp reading was going off again. I called the office and was told it would take 24 hours for the temp to come down (even though the actual technicians had never said this to me). I waited until the next day, called again, was told I would have to wait for a call back. Never got a call back. Called again to see if someone could come back out- no answer. Then had my husband call and he was able to get a call back with a new appointment time. *** and another man came out on Monday 10/17 and then again told me the fridge was fixed. Not long after it was worse, the temp was reading at 70 degrees. I called the office again and asked to speak with a manager, was again told to wait 24 hours, and was repeatedly told the manager "had stepped out" or was "on another line". I finally said I would wait on hold to speak to someone and spoke with ****** who said she would put in a call to *** (the technician) and call me back. Still no call back. Still broken fridge- 70 degrees.I have been charged $2,000 for a job that has not been fixed I want to know can this be fixed or does it have to be replaced? I can't get a straight answer from anyone. I keep calling back and being told someone isn't available to speak to. I have 3 little kids and have had to throw out so much groceries because of this!I don't know where to go from here

  Business response

  11/09/2022

  This unit has been repaired as of 11/7/22. This unit was out of Warranty, that is why the customer was originally charged $1991.83 for the repair on 10/17/22. On 10/20/22 the customer was refunded the full amount of $1991.83 for the repair.

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