Kieffers Appliances

The client purchased a kitchen package of appliances through Kieffer's and had them delivered on March 9th The client’s contractor took responsibility to install the appliances After the appliances were installed, the customer called in to complain about her refrigerator (model [redacted] ) not being able to be leveled via the back wheels, a overly “noisey compressor” as well as a minor dent in one of the doors We explained to the client that ALL freestanding refrigerators (no matter which brand or model #) do not have the capability to be leveled via the rear wheels One of the reasons the client wanted the ability to level via the rear wheels is that her floor is uneven and was causing the unit to wobble Our solution to help alleviate a problem not cause by Kieffer's was to attempt to shim the rear wheels so that the unit was secure (John Kieffer) personally went out to add this shim in an attempt to satisfy the customer Regarding the noise complaint, it was explained that while noise was subjective we would certainly be willing to setup [redacted] service at no charge to as if the refrigerator was operating at decibel levels We also contacted our [redacted] representative to have a replacement door ordered in to resolve the dent This door was ordered and shipped directly to the client The client had called once the door arrived into John Kieffer (who was on business) to see the next steps Unfortunately, this message did not get seen until John returned from his trip At that time (5/5), [redacted] was contacted to go out and replace the damaged door as well as address the "noise" complaint from the client [redacted] service is schedule to go out to the client today (5/9/16) We have attempted to work with this client to satisfy her complaints in a professional manner The entire time the client was pushing to return the unit (after using it for some time) and was not willing to listen to reasoning about how to resolve her issues At one point the client stated she just “did not like the interior of the unit” and “couldn’t she just return it and pick out a different one”To address the clients request specifically to the Revdex.com: Desired Settlement: Exchange “I would like to exchange this particular appliance for a refrigerator that has locking wheels and is no where near as loud as this oneSomething is absolutely wrong with this piece.” 1st There is no freestanding refrigerator that has locking rear wheels and 2nd the noise level was assessed to be at levels by John Kieffer and will also be assessed by [redacted] service techs

Sorry for the delay and issue responding to initial emails.  Here is our official reply: In response to complaint # [redacted] from our customer [redacted], I would like to detail our opinion of what occurred and the accurate timeline it occurred in, along with supporting...

documentation. Kieffer’s Appliances delivered all appliances to the clients home on September 7th, 2016. The customer claims this was December 2016.  We have proof from the manufacturer that the oven in question was purchased and picked up the day prior by our truck (Manifest 9-6-16 attached showing model [redacted]). We are insure if the units sat in packaging (crated) until being open for installation or not BUT the contractor waited for months after our delivery to finish the kitchen.  After the contractor installed the oven (Kieffer’s did not), the customer claims after using the unit for a “few times” she noticed a scratch on the oven.     Attached is a photo of the damaged to the side of the oven.   The damaged is more than a scratch, it looks like something banged against the oven side, chipping the porcelain.   Prior to shipping, these ovens are packaged extremely well with all racks shipped in boxes.   We are unsure how this damaged occurred but we do know it was NOT reported until at least 4-5 months after delivery. Attached is servicer report from the Manufacturer ([redacted]) stating the damaged to the oven is cosmetic only and offers no explanation to how it occurred.   We personal feel it was done during installation and or when trying to push one of the oven racks in hard or the wrong way.   Kieffer’s did not avoid the issue, there were MANY communications both via email and phone to try and satisfy the client.  Its very difficult to be asked 4-5 months later to replace an oven due to a damage that MAY have occurred during installation or the initial uses of the oven. Jace K[redacted]Vice PresidentKieffer's Appliances785 Sumneytown PikeLansdale, Pa 19446

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:It took this long because they did not call me back or responded to my multiple emails and voice mails. 
Regards,
[redacted]

The client purchased a kitchen package of appliances through Kieffer's and had them delivered on March 9th 2016.   The client’s contractor took responsibility to install the appliances.  After the appliances were installed, the customer called in to complain about her refrigerator...

(model [redacted]) not being able to be leveled via the back wheels, a overly “noisey compressor” as well as a minor dent in one of the doors.   We explained to the client that ALL freestanding refrigerators (no matter which brand or model #) do not have the capability to be leveled via the rear wheels.   One of the reasons the client wanted the ability to level via the rear wheels is that her floor is uneven and was causing the unit to wobble.  Our solution to help alleviate a problem not cause by Kieffer's was to attempt to shim the rear wheels so that the unit was secure.  (John Kieffer) personally went out to add this shim in an attempt to satisfy the customer.  Regarding the noise complaint, it was explained that while noise was subjective we would certainly be willing to setup ** service at no charge to as if the refrigerator was operating at normal decibel levels.  We also contacted our ** representative to have a replacement door ordered in to resolve the dent.  This door was ordered and shipped directly to the client.  The client had called once the door arrived into John Kieffer (who was on business) to see the next steps.  Unfortunately, this message did not get seen until John returned from his trip.  At that time (5/5), ** was contacted to go out and replace the damaged door as well as address the "noise" complaint from the client.  ** service is schedule to go out to the client today (5/9/16).  We have attempted to work with this client to satisfy her complaints in a professional manner.  The entire time the client was pushing to return the unit (after using it for some time) and was not willing to listen to reasoning about how to resolve her issues.   At one point the client stated she just “did not like the interior of the unit” and “couldn’t she just return it and pick out a different one”. To address the clients request specifically to the Revdex.com:  Desired Settlement: Exchange “I would like to exchange this particular appliance for a refrigerator that has locking wheels and is no where near as loud as this one. Something is absolutely wrong with this piece.”   1st There is no freestanding refrigerator that has locking rear wheels and 2nd the noise level was assessed to be at normal levels by John Kieffer and will also be assessed by ** service techs.

We are sorry you do not feel we have addressed your issue in a satisfactory manner.  Given the damaged was report many months after delivery, installation, Kieffer's has no recourse with the manufacturer to request a new unit, [redacted] service needs to make that determination themselves.   [redacted] Factory Service determined the unit is in perfect working condition, the damage is cosmetic only and could not prove how damage occurred.  They did not authorize a replacement unit given the length of time the unit was in consumers home without a report of damage.