Klein Gil TV & Appliance Sales & Service

Initial Business Response / [redacted] (1000, 7, 2016/01/15) */ Contact Name and Title: [redacted] - Owner Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @yahoo.com On 11/27/our service tech was at the consumers residence to repair the unitOnce our tech saw the issue he called tech line and per their instruction our repair man suggested that we install shake-a-way pads on smooth linoleumPer consumer she would not have that as the repair and would not accept that was the fixThe consumer has requested to have a full refund from the purchase that was dated 10/11/We have started this process and it is now in Electrolux hands in which they are in the process of reviewing the caseAs Consumer stated her original was exchanged on 7/13/and this was the direct replacement of consumers unitThis unit has started doing the same as her first unit which manufacture has already exchanged under warrantyNow we are trying to go the extra mile to convince the manufacture to do something they do not doUnfortunately this process does take a considerable amount of time and has no guarantees that anything will be done from the manufacturerAs of right now we have had contacts with the manufacture in regards to this issue dating back to 11/27/We are still waiting for the review from Electrolux to be completed Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/01/20) */ I want a refund from Klein Gil ASAP including a refund of the warranty I paid forI do not want to have to wait on the manufacturer because this is taking way too long and I am losing money having to do my laundry at the laundry mat

Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ Contact Name and Title: [redacted] - Owner Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @yahoo.com June 29th Model # KERS505XSSwas delivered to the [redacted] householdAugust 3rd we received a call about the inside of the oven was crackingAugust 4th we sent a service tech to review and upon review our tech called tech line [redacted] from Tech line said Whirlpool/KitchenAid would replace the unitWe then started the process for replacement with Whirlpool/KitchenAid case # SR#XXXXXXXXXXOur first set of emails which had to include pictures sent was sent to the address which was supplied however the supplied email was later discovered as being incorrectAugust after other emails sent we were given an additional email address from Whirlpool/KitchenAid and sent the 4th email to the new email address which was supplied by Whirlpool/KitchenAid againWe have called and left messages to several parties within Whirlpool Corp and as of 8/27/we are still waiting for the replacement unitOnce replacement unit arrives we will then set up a delivery with the [redacted] household to replace the unitAccording to Whirlpool/KitchenAid their current unit is still in working condition however due to the cracking liner Whirlpool/KitchenAid will replaceTheir current unit is not a current model and Whirlpool/KitchenAid will be replacing it with the updated model

Complaint: [redacted] I am rejecting this response because:i would like to have the refrigerator replaced because of the issues that is having Sincerely, [redacted]

Our customer called with a complaint of water leaking. When our technician went out, he found the ice bin was full of ice and the ice chute goingto dispenser was clear. Our technician could not get this issue to duplicate. So, he thought the only parts that could possibly cause
this(chute tube, container) so he went ahead and ordered these parts. When our tech went to install the parts he ordered, the customer didstate that she hasn't had a issue. Our tech went ahead and replaced the parts anyway. From the first time our tech was there (3/3l) to4/customer called and said it happened again. Our tech is scheduled to go there tomorrow. OUr tech wanted to go the day she reportedit, however, no one could be home until 4/14. The customers ice maker is working fine, the icemaker was never replaced. Complaint waswater leaking from dispenser

My name is *** *** and I am owner of Gil Klein TV & Appliance Store, in Fairview Heights, IL (dba: Klein's Brand Source). In response to your letter dated 6/6/2016, I will briefly explain the history of our contact with Mr and Mrs***. On 5/12, customer made contact
with Klein's Brand Source to arrange a service call to have their washer looked at because it was running extremely hot and making grinding noisesOur Service Deptthen proceeded to schedule the customer for the next available date of May 20th. We informed the customer that on that day, the service technician assigned to them will contact them in the morning; sometime between 8:a.mand 9:a.m., to schedule the hour window of arrival. This is standard procedure since the technicians coordinate their own routes and times. Please note, the technicians do NOT inform customers that they will be at their house by 8:a.m., since they don't even arrive at the office until 8:a.m., at that time they still have to schedule their appointment times (2-hour windows) for the day, in which case usually does not put them on the road until approximately 9:a.m On May 20th, our technician went out to service the washer, and then determined a new motor was needed. It does not take an ample amount of time to determine that a motor is blown, our technicians are very experienced and yes, he pretty much knew after minutes that a new motor would have to be orderedThe customer was upset that she had to take the entire day off of work. (Not sure why this was necessary since she was given a hour window that he would be there). The customer stated they were told we would be back out a week later to install the motor. Given the fact that we don't know exactly when the motor will be here, there's no possible way we can give the customer a time frame of when we will be back out, until the part arrives When the motor did arrive, the customer was contacted to schedule another service dateWe offered them a date of June 1st, in which they stated this date would not work for them since they would not be home. The customer was very upset, using inappropriate words to our service writers and also hanging up on them twice. When they finally settled down, we agreed that June 3rd was a good date. Whereas, when the customer found out that the technician could not be at their house by 8:a.m., they once again became extremely upset and said they were just going to purchase a new washer elsewhere, that way they don't have to do business with us anymore Given the fact that we can't seem to ever schedule a good date and time that will please this customer, we agree they should do business elsewhereWe always strive to try and please our customers in every way, but some things are just out of our control. Please let me know if you have any questions or need additional information Sincerely, *** S***, Owner Klein's Brand Source

Initial Business Response /* (1000, 5, 2015/08/27) */
Contact Name and Title: [redacted] - Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yahoo.com
June 29th Model # KERS505XSS03 was delivered to the [redacted] household. August 3rd we received a call about the inside of the oven...

was cracking. August 4th we sent a service tech to review and upon review our tech called tech line. [redacted] from Tech line said Whirlpool/KitchenAid would replace the unit. We then started the process for replacement with Whirlpool/KitchenAid case # SR#XXXXXXXXXX. Our first set of emails which had to include pictures sent was sent to the address which was supplied however the supplied email was later discovered as being incorrect. August 19 after 3 other emails sent we were given an additional email address from Whirlpool/KitchenAid and sent the 4th email to the new email address which was supplied by Whirlpool/KitchenAid again. We have called and left messages to several parties within Whirlpool Corp and as of 8/27/2015 we are still waiting for the replacement unit. Once replacement unit arrives we will then set up a delivery with the [redacted] household to replace the unit. According to Whirlpool/KitchenAid their current unit is still in working condition however due to the cracking liner Whirlpool/KitchenAid will replace. Their current unit is not a current model and Whirlpool/KitchenAid will be replacing it with the updated model.

Complaint: [redacted]
I am rejecting this response because:i would like to have the refrigerator replaced because of the issues that is having. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2016/01/15) */
Contact Name and Title: [redacted] - Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yahoo.com
On 11/27/2015 our service tech was at the consumers residence to repair the unit. Once our tech saw the issue he called tech line...

and per their instruction our repair man suggested that we install shake-a-way pads on smooth linoleum. Per consumer she would not have that as the repair and would not accept that was the fix. The consumer has requested to have a full refund from the purchase that was dated 10/11/14. We have started this process and it is now in Electrolux hands in which they are in the process of reviewing the case. As Consumer stated her original was exchanged on 7/13/2015 and this was the direct replacement of consumers unit. This unit has started doing the same as her first unit which manufacture has already exchanged under warranty. Now we are trying to go the extra mile to convince the manufacture to do something they do not do. Unfortunately this process does take a considerable amount of time and has no guarantees that anything will be done from the manufacturer. As of right now we have had contacts with the manufacture in regards to this issue dating back to 11/27/2015. We are still waiting for the review from Electrolux to be completed.
Initial Consumer Rebuttal /* (3000, 11, 2016/01/20) */
I want a refund from Klein Gil ASAP including a refund of the warranty I paid for. I do not want to have to wait on the manufacturer because this is taking way too long and I am losing money having to do my laundry at the laundry mat.