Keeven Appliance

Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ We are sorry to hear that Mr [redacted] is dissatisfied with service from our companyWe had no idea he was so upset with the repair costsMr [redacted] did call for service on October 6th for repair on his hot water heaterOur dispatcher rerouted other customers' service calls so that we could get to him immediately because he stated he was out of hot waterOur technician arrived to his home within the hour, correctly diagnosed the problem, quoted the costs to repair the heater to which Mr [redacted] agreed, and our technician proceeded with cleaning the burner assembly and flame guard and replacing the defective parts on the water heaterThe water heater began to work properly and the technician completely checked it over for any additional issuesWe assumed Mr [redacted] was completely satisfied with the quality and efficiency of our service on his water heaterCustomer satisfaction is our priority and again we feel we provided quick, dependable, accurate and reasonable service for Mr [redacted] per his request and agreement Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Keeven appliances knew full well that I was not satisfiedI was at the store on Parker Spur several timesEach time I was called a liar about telling them they overcharged meShe refused to believe that I had found it much cheaperShe stated that they paid $for the part and they ask me who I talked to at [redacted] when I told her I didn't know his name, she said "THAT'S what I thought"She stated that she would "prove me wrong" snd laughed at meWhen [redacted] came to do the disconnect I again ask why they charged me so muchHe said you agreed to the priceI told him Handyman was coming out to do it for $115.oo he said show me the receiptI told him they haven't done it yetHe said that's what I thoughtI told him he could come back later and I would show him and he said mail it to meI have a recording of him telling me that he would cone and disconnect it and that he would contact a lawyerI spent a lot of time trying to get them to admit that they overcharged meEach time they were very rude and refused to show me how they arrived at their pricesI have all this documented on paperSo they are the liar when they report that they had no udea of my concerns

Tell us why here Ms*** purchased a new washer from our company on February 16, 2017. She was not given a damaged unit or a used unit or even a floor model unit. It was a brand new washer out of a cardboard box that we pulled from our warehouseThis has been verified from her
delivery receipt and the serial number off of the unitThe washer was delivered with a shipping plug that had been pulled off the machine at the time of delivery. There is no such thing as a Shipping Brace and the Shipping plug is discarded with the cardboard box and other shipping material because there is no additional purpose for it. Once the plug is removed it can no longer be reinstalled. All washers come with a factory warranty which includes one year parts and labor. The *** *** washer that Ms*** purchased comes with a factory warranty of three years parts and labor. Ms*** came into our store late afternoon of January 26th complaining that her washer was not working properly. She was politely told that our service technicians were full for the day however we could send a technician out on Monday morning January 30th. Ms*** came into the store again on Saturday January 27th complaining about her washer and she was politely reassured that we would be sending a service technician to her home on Monday morning January 30th. The technician arrived to her home on Monday morning and discovered the belt on the washer was broken. He replaced the belt and the machine worked perfectly when he left. He also advised the person in the home at the time to be careful of overloading the washer because that is was causes belts to break after such a short period of time. We apologize if the technician made Ms*** feel as if she broke the wash machine. That certainly was not his intention. The washer still has two more years of warranty on it at no additional costs to Ms*** and she may notify our company if she has another issue with her washer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

I have contacted both *** *** and his daughter *** *** regarding the repair by *** *** which is the only resolution that I want from them. *** *** said they can fix the problem in two (2) hour @$per hour service and they would supply the piece of trim free of charge. I have relayed this to both of them as it is more than reasonable. Yet, Mr*** has rejected this and his daughter provided no response

Complaint: ***
I am rejecting this response because:
I do not believe that I should pay that much money and it breaks. I will never do business again with such a company, but I still want it justified
Sincerely,
*** ***

Initial Business Response /* (1000, 7, 2016/02/10) */
Letter faxed to your office on 1-26-
Business Name: Keeven Appliance
Complaint Case #:XXXXXXX
Consumer: *** ***
(Location invovled:*** *** *** , Florissant MO XXXXX-XXXX)
Complaint Case #:XXXXXXX
Consumer: ***
***
Case Opened: XXXX-
Our records indicate that Ms*** purchased a used washer and dryer from our company on July 12, It is not indicated on her receipt the date of delivery however the used washers and dryers do come with a warranty of days parts and laborThe warranty on her washer would have expired October Ms*** was informed that the washer was no longer under warranty and became upset when she was told that we could send out a service technician for a fee of $to diagnose the problemThe employees were under the impression she did not want to pay the service feeOur company can arrange for service of the washer however there is the service charge of $plus parts and labor to do the repairsWe are not sure Ms*** is willing to pay for repairs and apologize if this is a misunderstandingThe model number of the washer is not necessary but very helpful to the service technician
Initial Consumer Rebuttal /* (1500, 9, 2016/02/10) */

Initial Business Response /* (1000, 6, 2015/08/14) */
On 7/8/we went out to work on his double built in oven and it came up with an F codeThat F code means the overlay needed to be replacedI called the manufacturer and they told me to replace the overlayIt had an issue of intermittent
powerThat was the power control board and we changed both after my suggestionHe had some sort of home warranty and he bypassed that at that timeI believe he got his money back from that company because we had to talk to them at that time
Everything was fine and in his complaint he said the unit started working when I had the parts ordered; that's how this works, intermittently8/it was completely deadI went out to make sure he had voltage and checked the inline fuse and checked his transformer and that transformer was badI have to charge for a different problemThis is another part separate from previous issuesI worked in accordance with manufacturer instruction$was the price given to him for the second repairHe said he had someone else replace for $

Mr. [redacted] has agreed to a refund of $200.00 on the service of his washer/dryer.  Both parties have agreed that parts are not available for the unit therefore deeming it non-repairable.  A check for the amount of $200.00 has been issued to Mr. [redacted] to satisfy this matter.

Complaint: [redacted]
I am rejecting this response because:
I am not asking for the full price of the refrigerator. I asked them to just replace my refrigerator.  I still want half of my money back. I paid $1200 for this icebox.
Sincerely,
[redacted] & [redacted] M [redacted]

[redacted] Revdex.com letter Ms. [redacted] purchased a brand new refrigerator from our store on 9/30/15.  She called on 4 /15/16 complaining of a crack in the refrigerator liner.  Our service technician confirmed a 5-6” long hairline crack on the back wall of the refrigerator.  Refrigerator liner cracks are usually caused by contraction and expansion of the liner during normal operation.  The crack was not in the liner when the refrigerator left our store.  However Ms. [redacted] has insisted this is a defective refrigerator and needs to be replaced.  Whirlpool Corporation on the other hand maintains that this crack is simply a cosmetic concern and does not affect the operation of the refrigerator. Whirlpool request that we treat this matter as a warranty issue and suggested that we repair the refrigerator with a liner repair kit that is available through Whirlpool.  Ms. [redacted] has refused our offer to repair the cracked liner and continues in her quest for a full refund.  Keeven Appliance is willing to offer Ms. [redacted] a $150.00 refund on the refrigerator to resolve the matter. Respond to rejection: Keeven Appliance as well as numerous personnel from The Whirlpool Corporation feels that the small hairline crack inside of the refrigerator does not hinder the quality of operation for the refrigerator nor does it hinder the cosmetic appearance of the refrigerator.   We are disappointed that Ms. [redacted] refused the offer of $150.00 refund whichwe felt was fair and reasonable considering the minor flaw on the unit.  It is believed that any and all damage to this refrigerator is a consumer created issue possibly caused by placing something sharp and/or hot inside of the refrigerator during the seven month period she used it.

RE:  [redacted]    [redacted]         [redacted]   Ms. [redacted] purchased a Frigidaire gas wall oven on August 12, 2016.  After the installation was completed she called the office refusing to pay for the balance of...

the product.  She claimed that the installers did a terrible job installing the oven and had damaged her cabinet in the process.  She was informed that she was still responsible for the balance owed on the oven and any issue with the cabinet would be dealt with when the installers came back to the store with pictures of the alleged damage.  She did not report any damage to her refrigerator at this time.   The installers returned with pictures of the cabinet damage.  Ms. [redacted] had recently had her cabinets laminated with a plastic veneer and during the installation of the oven a very small piece of the plastic veneer chipped off.  The chipped piece was about 1/16” or smaller in height and about 1/16” wide, is located at the bottom of the oven and concealed when the broiler drawer is closed.    Immediately we special ordered a piece of metal filler that is 24” wide and ¼” high that is designed to install at the bottom of the oven and cover the chipped veneer.  The filler piece was ordered in white to match the cabinets that Ms. [redacted] stated are white. On September 15, 2016 we sent our service technician to install the piece of trim and inspect the installation of the oven.  Ms. [redacted] became upset that the filler piece was not the same color of her cabinets, refused to have it installed, refused to allow us to order the filler in black to match the oven and refused to tell the technician exactly what she wanted us to do to satisfy her.  He verified that oven was properly installed and reported a very small chip on the veneer of the cabinet that probably chipped from improper installation of the veneer to the cabinet.   Our company has not heard from Ms. [redacted] since then.  We have not received any e-mails, letters or phone calls from her. We had offered her several options to conceal the damage to the cabinet and are basically waiting for Ms. [redacted] to inform us what she wants our company to do.  We apologize for any misunderstanding.

Tell us why here... I would like to apologize to Ms. [redacted] that she felt she was given various versions of our return policy on electrical parts.  It was not our intention to cause confusion.  Our business simply has a no return policy on special ordered parts and an absolutely no...

return policy on electrical parts weather the part is opened or unopened. These policies are clearly posted in the store, stated on the parts receipt and communicated to the customer at the time of purchase.   The part in question was a special ordered part and an electrical part therefore it is deemed not returnable on both counts.  It is management’s decision to deviate from this policy in particular cases.   After reviewing Ms. [redacted] request and trusting that the electrical part in question was never opened and installed on the range it was decided that a fifty percent restocking fee with a credit of $69.00 towards the second part was fair.  It is unfortunate that Ms. [redacted] does not agree with this decision which is beyond normal company policy.  It is also suggested that Ms. [redacted] verify the control board is defective as our experienced technicians agree this is a difficult part to diaganose.

[redacted] Revdex.com LetterMs. [redacted] purchased a brand new refrigerator from out store on 9/30/15. She called on 4/15/16 complaining of a crack in the refrigerator liner. Our service technician confirmed a 5-6" long hairline crack on the back wall of the refrigerator. Refrigerator liner cracks are...

usually caused by contraction and expansion of the liner during normal operation.  The crack was not in the liner when the refrigerator left out store. However Ms. [redacted] has insisted this is a defective refrigerator and needs to be replaced. Whirlpool Corporation on the other hand maintains that this crack is simply a cosmetic concern and does not affect the operation of the refrigerator.  Whirlpool requests that we treat this matter as a warranty issue and suggested that we repair the refrigerator with a liner repair kit that is available through Whirlpool. Ms. [redacted] has refused our offer to repair the cracked liner and continues in her quest for a full refund. Keeven Appliance is willing to offer Ms. [redacted] a $150.00 refund on the refrigerator to resolve the matter.

This refrigerator was exchanged for the customer on 4/4/16.  I did not respond to the first Revdex.com complaint because the issue had already been taken care of and the customer stated that she called the Revdex.com office to notify them.

Initial Business Response /* (1000, 5, 2015/10/27) */
We are sorry to hear that Mr. [redacted] is dissatisfied with service from our company. We had no idea he was so upset with the repair costs. Mr. [redacted] did call for service on October 6th for repair on his hot water heater. Our dispatcher...

rerouted other customers' service calls so that we could get to him immediately because he stated he was out of hot water. Our technician arrived to his home within the hour, correctly diagnosed the problem, quoted the costs to repair the heater to which Mr. [redacted] agreed, and our technician proceeded with cleaning the burner assembly and flame guard and replacing the defective parts on the water heater. The water heater began to work properly and the technician completely checked it over for any additional issues. We assumed Mr. [redacted] was completely satisfied with the quality and efficiency of our service on his water heater. Customer satisfaction is our priority and again we feel we provided quick, dependable, accurate and reasonable service for Mr. [redacted] per his request and agreement.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Keeven appliances knew full well that I was not satisfied. I was at the store on Parker Spur several times. Each time I was called a liar about telling them they overcharged me. She refused to believe that I had found it much cheaper. She stated that they paid $80.00 for the part and they ask me who I talked to at [redacted] when I told her I didn't know his name, she said "THAT'S what I thought". She stated that she would "prove me wrong" snd laughed at me. When [redacted] came to do the disconnect I again ask why they charged me so much. He said you agreed to the price. I told him Handyman was coming out to do it for $115.oo he said show me the receipt. I told him they haven't done it yet. He said that's what I thought. I told him he could come back later and I would show him and he said mail it to me. I have a recording of him telling me that he would cone and disconnect it and that he would contact a lawyer. I spent a lot of time trying to get them to admit that they overcharged me. Each time they were very rude and refused to show me how they arrived at their prices. I have all this documented on paper. So they are the liar when they report that they had no udea of my concerns.

Initial Business Response /* (1000, 5, 2015/06/30) */
Customer returned the used washer yesterday June 30th and was given a full refund.