ComplaintsforEd Kellum & Son Appliance Company

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased new Maytag washer from Starpower Prestonwood Ed Kellum & Son, because they could deliver within 48hrs. 28yr washer died.Fri, Mar 15 est. 4:30pm. Two men from the company prepared to install the washer (upstairs). Told me that the hot water facet could not be turned off. Called City ******* to turn off water, so they could install washer. ******* and/or ****** said never mind, clamped my water hose down so water wouldn't run as they attached connections.Older guy asked the younger if he wanted him to do it. ***************** said, I will do it. They were both in a hurry-last call. ***************** jammed the hose attachment into the washer and used wrench to tighten. I read directions. Supposed to hand tighten SLOWLY to seal the rings. They started the washer, let it fill up and told me to run empty load to clean. I tipped the older man, and followed their directions. After empty wash, I washed clothes load.The next morning, I walked into my living room WATER WAS RAINING FROM THE CEILING, AND THROUGH THE CEILING FAN. **** was from stripped washer attachment in back of washer. Called City turn off water. A convenience store gave me the company that they used. The man came over and explained THAT HE COULD NOT REINSTALL WASHER, because they stripped the threads-washer attachment. He left it unconnected.Called co, they admitted it was their fault and exchanged for another new washer. New install team was an older man with the middle aged man that had installed before. HE ADMITTED THAT THE ***************** STRIPPED THREADS, leading to leaking ceiling. Phones and emails, co sent ins guy to see my damaged ceiling. Called **** to follow up. She DENIED claim. Told me that I admitted I had someone else install washer. (On a Fri night?? NO) Email stated that my connection was frozen. NO not true. I hv signed off paperwork stating they completed install and RAN WASHER. ($1300 est to repair ceiling)

  Business response

  06/11/2024

  
  *******, the driver, confirmed that during the initial installation, they connected the washer to the hot water supply using the existing hose. He informed the customer that due to a frozen faucet, a plumber would be needed to replace it. Upon returning to exchange the washer, which had been reported as leaking, ******, the helper who assisted ******* during the initial installation, observed that the stainless steel hose left behind had been reconnected to the hot water supply and the faucet. This was notable because they had not made this connection during the first installation. This raised concerns that the leak might have occurred when someone else reconnected the hot water supply after their initial visit. ******* and ****** both confirmed that before leaving the first time, they thoroughly checked for leaks, and none were apparent.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Scotsman under counter ice maker in May 2023. It has never worked properly/ no ice, 1/2 full of ice, etc I contacted Ed *********************** No response. Then I contacted the company that owns them, Starpower. They have tried to help, In the last 9 months there have more than 20 service calls. The machine has been removed and taken the their shop for repair. They have moved it to a different location, they said due to ventilation issues still not working properly. I have begged them to replace it. But no. This is beyond ridiculous and unacceptable

  Business response

  05/01/2024

  The Scotsman ice maker is covered under the manufacturers warranty. We have worked with the client and the manufacturer to set up services calls with the repair company. The notes from the last service call on the unit on 3/12/2024 stated the unit was full of ice upon arrival. They removed some ice and observed the unit through 5 batches of ice, did not hear any abnormal noises. Based on this information the unit is working correctly.The technicians report is attached. All service must go through the authorize servicer. We have worked hard to help our customer get the proper service. 

  Customer response

  05/01/2024

  I am rejecting this response because:   Ed Kellum / Starpower should have done the "right" thing and replaced the machine ... as stated originally, it didn't work properly from the day it was installed... after 20+ service appointments; it finally works ... 9 months after purchase/installed.  RIDICULOUS ... I hope no other customer of this store have to endure the same ridiculous response we had from the store... salesman/manager would't return calls ... finally Starpower's ***************** instigated the many service calls ... it still should have been replaced... sadly we are finished with Ed ***************************** they will improve their customer service for other customers.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife and I purchased an allegedly new expensive ($14,000) Thermador freezer from these fraudsters. They delivered a non-working freezer and rather than doing the decent thing any reputable store would do - replace it immediately - they have pawned us off on various warranty and Thermador corporate approval people to get it resolved. We have spent the past month without a freezer. They purposefully offloaded an expensive non-working pice of merchandise on us, pocketed the money, and now are trying to dodge doing the right thing by pointing to various outside parties that weren't really part of the transaction.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have contacted *************************** once my washer and dryer were delivered to tell him they were damaged and I was ignored. There was an older gentleman named **** sent to install a microwave and he took 2 days and was definitely suffering from memory issues. It was heartbreaking and ended up costing me twice as much as originally discussed. Contacted **** and again no response. Numerous calls, texts and emails - disappointing and no way to get to anyone who is in charge - Ed ********************** has done this to me years ago when a tv was never delivered and it took an act of God to get a refund for something i never received. Ridiculous - horrible customer service. why has no one ever called me back?

  Business response

  11/24/2023

  Our operations manager reached out to ************** and spoke with her on the 10th.  We are very interested in addressing any of her outstanding concerns.  Her salesperson has tried calling and left a couple of messages over the last two weeks but has not been able to connect.  I know that we have entered the holiday season so everyone is busy, but is there another way ************** would like to communicate with her salesperson or is there a time we could set-up a planned call?

• Initial Complaint

  07/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  When we were in the store to purchase a washer and dryer on July 14th, we carefully expressed our concerns about waiting too long for them because we had just moved to the area and were using laundromats in 100+ degree heat for a family of eight. We were going to leave after discussing numerous machines for over an hour or so. Three things our salesman (*******************) told us convinced us to stay and put in an order. First, he said the machine could be in as early as next week, but to find out we have to put in the order with a credit card. Second, since he couldn't guarantee it wouldn't take 3 weeks or more (didn't know for sure) we could cancel the order if we felt it was taking too long. Third, he said we usually do a store credit upon cancellation but if we required it, we would be able to get a full refund.The order said estimated delivery on July 20th once we put it in. No one called us to give us updates and on Friday, July 20th; ******** called in and asked. **** was out and **** returned her call and left a message (we have the dated recording). He said that the machines had not moved at all in that weeks' time and were still at the ** warehouse and it could be 1-2 weeks before we could get them. On July 23rd, I stopped in the store to ask if there was any update on delivery. **** said he can't tell us anything but will call us tomorrow, Monday. By the end of the day on Monday there was no phone call. We were in Best Buy to get a cell phone for our son and saw the units on the floor. We asked and they said they could delivery Thursday. I called ****, left a voicemail saying we needed to cancel because we had found someone who could get us the units. On July 25th I got a call from **** saying he can deliver now right away and will not cancel as he had promised in the store. This is horrific customer service, and we would like the refund that we were promised. The store has taken no action to refund any of the amount. They did not deliver.

  Business response

  11/24/2023

  We have attached a copy of our sales contract for the washer, dryer, and pedestal ordered by the customer.  We have also included detail showing the purchase order that was placed on their behalf on 7/17/23 and receiving logs for the purchase order showing where we received the goods from the vendor on 7/24/23 at 9:48 am.  Our terms and conditions, as included with the sales contract, prohibit cancelations and returns for product ordered for customers.  We ordered this product for the customer and even took delivery prior to the customer trying to cancel their order.  To accommodate this customer our Sales Director made a special exception and offered to let the customer use the full amount of the funds we collected for their washer and dryer order towards another purchase, or if they were not happy with that, we offered to refund their payment less a 25% restocking fee to return the product to the manufacturer.  Both of these offers still stand, but we cannot accommodate full refunds for product we have ordered on behalf of a customer.

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Beginning in Dec 2022 we called Kellum and Son regarding failures of our microwave to operate properly. We purchased the microwave March 2021 with an 5 year extended warranty. Salesman was *******************. I visited the store to pick up a copy of the original invoice. He said they would just send a new microwave. Then several visits during the next 6 weeks from a Premier ********** told me that they do not supply parts for this microwave, and they would be sending me a new one. We received an email from from the ************ that they were contacting Premier. Their number is ************* at ****************************** This was on Feb 22. Emails to her have gone unanswered.We also contacted ********** and they told us they could do nothing because Kellum writes it's own extended warranty.Now Kellum does not respond to my phone calls regarding a solution to this problem. Even a call 2 days ago to the General Manager, *************************** is not responded to. A voice mail was left for him. This is the worst I have ever been treated as a customer of any ************************** you help out?Kellum's number is ************.Thank you.

  Customer response

  04/07/2023

  We did receive a call directly from Kellum asking if we'd heard from the company that handles their extended warranty policies.  We did hear from that company as well.  Unfortunately, it will still be 3 weeks before we receive a check for the original value we paid for the microwave.  We are happy with that resolution; however, we do not have that check in hand as of now and so we are not totally ready to close this complaint.  Kellum did reach out to us which is something positive...finally.  Sending this info to update your records and will advise once we receive a check.

   

  Thank you,

  *************************

  Business response

  04/18/2023

  Ed ********************** & Son has spoken on behalf of our customer with the third-party warranty provider, Warrantech.  The independent technicians advised that with additional parts they though the microwave could be fixed.  We are pleased to confirm however that after reviewing the full service history on the microwave, Warrantech agreed with both EKS and the customer that the best resolution would instead be to cash out the warranty.  Check payment to the customer for the purchase price of the microwave has been is being processed by Warrantech for delivery to the customer as of 4/7/23.  

  Customer response

  04/18/2023

  I have reviewed the business response and accept this resolution. 
  However they said it will take awhile to issue a check to us and the check has not arrived as of April 18, 2023. 

  Customer response

  04/27/2023

  A check for the replacement of the microwave which was under warranty has now been received and we accept that as final resolution with Kellum and Sons.

• Initial Complaint

  07/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a new dishwasher after much discussion about our needs etc. The sales associate Andrew, sold me a Beko dishwasher and from day 1 it does not work. There is food and soap in all the glasses and the silverware is left dirty. He told me that he would take it back and that we would replace it with something else, albeit all the dishwashers he sent me were $4XX-XXX more than we paid. I told him that I wanted to try it for a few more days but if it continued to not work we needed to return it and he agreed. Today after waking up to a dishwasher full of dirty dishes we called Ed ****** and Andrew has new decided that he is not going to take the unit back. He denies ever having said that he would and he told both me and my husband that he was going to take it back. He has another sales person get on the phone with me, David KELLUMS who hung up on me when I told him that twice I had asked for a manager and that they keep sending me to another sales associate. We should not have to have a BRAND NEW $1000 dishwasher serviced after owning it for two weeks. They lied and continue to lie. It's absolutely unfair. We just want a working dishwasher.

  Business response

  09/07/2022

  Business Response /* (1000, 5, 2022/08/01) */ The customer contacted Ed ****** & Son reporting issues with water drainage and cleaning from their recently purchased dishwasher. The customer was informed that the dishwasher was still covered by the manufacturer's warranty and that we would be glad to help schedule a certified third-party technician for a service call. The service technician would be able to diagnosis any problems with the dishwasher or installation and determine if they could be easily fixed to factory standard or if the dishwasher should be returned and replaced with a new piece. The customers were not happy with having a service technician come diagnose if there was a problem with the dishwasher and requested an immediate return for a dishwasher with two pumps instead of the single pump model that was purchased. Their sales representative and our sales coordinator both communicated with the customer on this issue. When the customer requested, they received a call from our store manager; there was no dissembling about the identity of the caller who is not another salesperson but the store manager. The customer was informed that to proceed we must schedule a service call to satisfy warranty requirements. We also informed the customer that if the technician found the dishwasher was malfunctioning, we would be able to schedule an even swap for a new dishwasher of the same model for no charge. If however, the customer wanted to return their dishwasher for a different dishwasher model with two pumps instead performing an even swap, they would have to pay the difference in the cost of the dishwashers. The customer did have a service technician come inspect their dishwasher on 7/20/22. The technician's report is attached. The tech did find some standing water in the dishwasher but after inspecting the drain and filter found a tangled piece of plant that was preventing the system from clearing. The technician cleared the clog in the filter after which the dishwasher functioned normally. The technician report states that there is nothing wrong with the drain connection or installation and that the dishwasher was working properly. Even though the dishwasher is working as intended, the store manager forwarded the customer's complaint to our CEO. Our CEO reached out to the customer directly to hear their concerns and agreed to take a return of the dishwasher for refund even though the window for "return for refund" as outlined in the signed terms and conditions had already lapsed. The offer for the refund was officially communicated to the customer in writing on 7/25/22 (also attached). If the dishwasher is returned to the warehouse the customer picked it up from in good condition, we are happy to make a full refund to the customer. The customer has failed to respond to the offer.

• Initial Complaint

  12/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It involves the poor workmanship in the installation of an oven in my kitchen. Ed Kellum & Sons recommended contractor had to re-cut the marble island and did a very poor hand cut job of doing so and they failed to stabilize the island so that it crashed after they "completed" their work. The contractor also turned off the gas to the house causing the water heaters to shut down and failed to address those issues, requiring me to hire both a plumber to restart the water heaters and a contractor to complete the work that they had failed to properly perform in the installation of the oven including chaulking around the miscut marble and stabiling it. Because of their failures it required me to spend $150 on the plumber and $340 for a contractor to complete Ed Kellums' contractors work.

  Business response

  03/14/2022

  Business Response /* (1000, 5, 2022/01/11) */ As noted on the customer's sales order, this installation was to be completed by a third-party installer. Although we have confirmed that this installer is licensed and bonded to complete installations and is on our approved list of installers, they do not work for or represent Ed Kellum & Son. We arranged a pick-up and install appointment with the installer, but the customer is responsible for agreeing to any services, modifications, and payments directly with the third-party installer. We have reached out to the installer and reiterated that the customer was not satisfied with the installation that was completed, and the installer indicated to us that they had agreed to make a partial refund of the installation fee to the customer. The customer will have to communicate directly with the installer to arrange the refund. Since we did not charge for or collect any money/fee for the installation, we do not have anything to refund but recommend the customer contact the installer directly as they will be able to address any issues the customer has with the install directly and refund any agreed to fees. Consumer Response /* (3000, 7, 2022/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company chose third-party installer without consultation with customer. Third-party installer was the agent of company. Third-party installer had attempted to install the oven approximately three months before the final installation and confirmed with company there was an installation issue such that the granite countertop that matched all the kitchen countertops and side splashes had to be re-cut. Despite this realization by the installer and the company that the matching granite countertop had to be cut, installer did so by hand without precision instead of using a stationary granite cutter. The performance of this granite countertop cutting was of poor workmanship as the cut was uneven causing customer to hire a contractor to remedy same. Further, installer told the customer that the countertop had been reinforced and glued and would be stable without the temporary wood brace in 24 hours. Customer waited six days to remove the brace and upon removal some 6 days later the granite countertop became unbalanced and teetered toward the floor. Again Customer hired the same contractor to build a finished wood brace to hold up the countertop resulting in the aggregate fees to the contractor of $340, which customer paid to Contractor. Also when Installer left the premises he failed to program the water heaters after cutting off the gas , such that customer only had cold water. This required Customer to hire the plumber who installed the water heater to reprogram the gas heater on an emergency basis for the sum of $150. The installer/ Company has only offered to pay half of the Plumber fee or the sum of $75 and nothing more. Installer stated to me that I should have called him to fix the water heater but after the poor workmanship demonstrated I thought it would be prudent to get someone who knew what he was doing and had installed the water heater. Sort of like hiring an arsonist to put out the fire he started. Business Response /* (4000, 11, 2022/02/19) */ The third-party installer was and is not an agent or employee of Starpower or Ed Kellum & Son; we have no exclusive or formal relationship with them. We do not contract work out to them, sub-contract work, represent or employ them. As the customer has noted, the third-party installer and the customer coordinated and discussed their installation directly over the course of more than three months including more than one trip out to the residence where they agreed to the details of what work they wanted the installer to do at their home. We provide the appliances and confirm dimensions and requirements for use of the appliance to the installer and customer but do not provide general contracting work at the customer's home or construction instructions. The customer made payment directly to the installer. We have never collected any monies or fees for the installation from the customer. Any problem with the installation, general contracting or construction work, or request for the return or refund of any installation fee must be made to the installer or construction contractor. As a separate note; appliances should never be used to support countertops or cabinetry. This is improper use of the appliance and could cause damage to the appliance.

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