ComplaintsforKleckner and Sons LLC

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a stove in Oct 2021. The stove was delivered on Dec 2 2021. We were notified on the day of delivery that the drawer was damaged. We also had a refrigerator delivered at the same time. We were told that a new drawer for the stove would be ordered. After the installation, I noticed one of the burners wasn't seated properly. Later that same day I visited the store in ********* **. and made an additional request to fix the burner. On Feb 2, 2022, the service department sent 2 technicians to make repairs on the stove. Again after the service call was complete, we still have the same issues. Since then we have not heard from Kleckners.

  Business response

  05/05/2022

  
  In response the statement made by our customer,
  
  ********************** appliances are taking the necessary actions within the
  manufacturer's terms of warranty provided with the purchase of the unit
  provided to ************.  We did in fact order parts for the initial repair
  that was to be performed February 2, 2022. Our service technician and
  service technician trainee, did go out to the home to replace the
  damaged cosmetic parts to find that the replacement drawer panel was
  also damaged, and the the oven top was mistakenly mis-ordered due to a
  misunderstanding of the parts breakdown diagram. A woman at the
  residence, also notified our technician of a slight mis level of the
  right rear burner, which the technician agreed to replace the burner as
  well. Before leaving the home, the technician expressed to the consumer
  that the parts will be re-ordered, and that our team members would call
  to notify the customer when the parts are in, checked for damages, and
  to reschedule a day to complete the service.  It was also expressed, as
  like the time frame between delivery and the first trip out, that in
  these unprecedented times, inventory and part availability is extremely
  poor with a potential of several weeks of back order, especially parts
  that are being used for production of new product. Since that time, our
  team members have checked-in all the required parts and have attempted
  to contact the customer several times to reschedule an appointment to
  complete the service.  Our team members left a message on the customer
  provided phone number on 3/24/2022 at 2:35pm, and again on 3/29/2022 at
  7:13pm. To our knowledge, the customer has not provided any means of
  communication after the messages left, nor any communication and/or
  express any dissatisfaction or concerns prior to these messages, or
  though-out the service process. With the failure to respond to our
  attempts to correct the situation, the open service order has been
  placed in our hold file. After looking through the details of this
  claim, we have noticed that the phone number ************ provided does not
  match the phone number in our customer record. We apologize if this is
  where some of the barrier of communication may be. In all, we are more
  than willing to work with the consumer to resolve this concern in a
  timely manner.

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