ComplaintsforKettle Moraine Appliance

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a ******************* from this company in February 2022. Earlier this year, May 2023 we used all the ice we had & put the ice drawer back. It hasn't made any ice since. I contacted the repair people to ask if they could walk me through the process but were disconnected twice. Then I called my warranty company, purchased extra with the refrigerator. They didn't have that serial # & that mine was cancelled. I called Kettle Moraine to find out they cancelled my policy & logged in that we returned the item for a partial reimbursement. Then purchased another one in November. None of this happened. They don't know what's going on ********* waiting for a call back. We also had 6 weeks of going back & forth on a new washing machine install because it leaked but they didn't want to take responsibility. That was finally resolved but we decided we weren't going to do business with them anymore. Now I find this? They are very unreliable & unwilling to work with us.

  Business response

  07/27/2023

  The email below was sent to this customer regarding her 5 year extended warranty.  There was some confusion with the receptionist who answered the customer phone call.  The confusion was regarding a returned refrigerator.  What happened was when our warehouse crew pulled the unit for delivery they pulled a unit that was more convenient to pull but failed to change the Serial Number on the customers order and therefore we needed to switch the serial number on the original warranty that was purchased.  We have reached out to the customer as well as the warranty company to rectify this issue as you will see in the email that was sent to the customer below.

  Please let us know if you need any additional infomation.

   

  Sincerely,

   ***

   

  From: ************************************** <*************************************>
  Date: July 26, 2023 at 2:51:57 PM CDT
  To: *******************
  Subject: warranty
  
  
  ?Hello,
  
  
  I submitted your email to EPIC so that you receive your warranty info...the date is for November which was my error but actually gives you a longer warranty period...when inventory was completed, the info the sales person put on the invoice was incorrect as that serial number was still in the warehouse.  The serial number on your frig is on the attached invoice.  EPIC should have sent you this information when I corrected it in November. I'm sorry they did not and it caused confusion.  Please let me know if you need any other information.
  
  
  Thanks, *****
  
  
  --
  ************************************
  Kettle Moraine Appliance & Sleep Center
  7259 Sleepy Hollow Rd,
  *********, ** 53090
  P:************
  F:************
  
  
  
  

  
  

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/30/21, I spent $16,393.73 at Kettle Moraine Appliance. This was for Wolf rangetop, double wall oven, downdraft, and blower. $660 was for premium installation of the appliances. Kettle Moraine arranged for The Last Mile to perform the installation. Today is 12/27/21, and the oven and rangetop have been installed, but they still have not completed installation of the downdraft. In October, the downdraft could not be installed because they sold us the wrong blower. The blower was exchanged, but The Last MIle cancelled our appointment to install in November. We had an appointment in December that was also cancelled. Since the purchase, I have called ***** the KM salesman multiple times as The Last Mile was supposed to have an estimate for installation in August, but never gave it to us. **** insisted that we use the Last Mile and we should not use another Wolf certified installer. Yet when The Last Mile was not returning our phone calls, **** refused to talk to the Last Mile and confirm our installation appointment. He said that he was not responsible for installation despite the charge of $660 for premium installation. Supposedly, The Last Mile could not finish the installation initially due to the wrong blower, then the problem was the blower was too big and he would have to shorten the drawers.This does not make sense. If they would just install the blower, we could have a ********* shorten the drawers.As it stands, 5 months after our purchase, we are left with a partially installed blower, the installer is not returning calls after cancelling for the past 2 months, and we can't get the Appliance store to complete the installation of the downdraft and blower despite paying for premium installation.Additionally, we have contacted other installers of Wolf products, but they do not install products that were purchased at another store. So we are stuck with Kettle Moraine, Last Mile, and a partial install of a downdraft and a blower sitting in garage

  Business response

  12/28/2021

  I will check into this issue . I sent an email to the install company and also 

  called my salesman to find out what exactly is going on .  We unfortunately 

  don't do venting and that's where the other company comes into play. All install

  charges are paid forward directly to the install company .  That being said they 

  are expected to do there job .  This is the first that I have heard of these issues

  and i will certainly make sure we get this resolved .

  Thanks,

  *** Otten 

  Customer response

  12/28/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I will be satisfied if Kettle Moraine gets the downdraft installed or if they will allow us to return it for refund so we can purchase from another retailer that can install it. I have spoke with *** in ********, ** and they can install if we purchase from them. 
  
  Regards,
  
  ***************************

  Business response

  01/03/2022

  To all concerned I have spoken to the installer and he has scheduled a time with **** ********* . 

  I am sorry that there has been such a large amount of s******* around with this project .

  The installer has assured me that it will be taken care of  .

  Thanks,

  *** Otten 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩