Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/06/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last week I ordered a new ** Dishwasher to be installed and delivered for $1,095 and received a no call no show from Kieth’s subcontractor Bills delivery service! The product was to come between 10-2 no one came no one called and no one-for awhile even answering the phone! I’ve been told someone will come Saturday but not when this is unnecessary unacceptable and not okay! Why did no one from either company call me?? Not okay

  Business Response

  Date: 08/19/2024

  The customer that filed this complaint has been refunded in full, and our business relationship is over without any future pending transactions.  
  The full refund to the customer was issued prior to our notification of this complaint with the BBB, but I am still choosing to respond.  The customer also left a 1-star review on ******* 
  We (Keith’s Appliances) hold ourselves to high expectations on our sales, deliveries, and installs. However, *** ****** has acted less than reasonably in this situation, and I would like to address the issues and accusations in his complaint. 
  We are not in control of the installers the customer complaint  is referencing. They are (as he states) sub-contractors, and unfortunately the installers were held up at a prior install with another customer, and then suffered a flat tire on their delivery truck. The delay from the sub-contractor (again, not our company) is certainly an inconvenience, but sometimes this happens, and generally people (customers) are very understanding.  It's also worth noting that we also tried reaching the installer on the customer’s behalf repeatedly, including when they were exactly 12 minutes outside their installation window because they suffered a flat tire and were running behind (see attached screenshot).
  As for the lack of communication. Again, if the sub-contractor wasn’t able to communicate in a timely manner to the customer’s standards, all we can do is apologize on the sub-contractor’s behalf.  They were trying to deal with an emergency situation because of the flat tire.
  That said, the customer claims that no one attempted to speak with him. This is false. We spoke to the customer 2 times within his delivery/install window, explaining we were trying to get updates. I have phone records that can verify this. We also spoke to the customer outside of the delivery window. During one conversation the customer suggested an amount of $50 in compensation, which we agreed to. During another phone call,  my employee spoke to someone identifying themselves as the customer’s wife, at which point we were advised by her that he was inconsolable, and he was going to issue a chargeback on his credit card. I do not have a recording of the phone call.  However, I do have a screenshot of text messages exchanged between the customer, and our employee, and I can provide phone records of the calls. In addition to phone calls,  At 2:12pm, exactly 12 minutes outside of his delivery window, he demands the following via text message  “I orders a ** dishwasher and bills no show no called call me NOW or I’ll cancel the order IMMEDIATELY”. While we promptly responded within 8 minutes that we were still trying to help him on our end. To be clear “bills”, who the customer is referencing is the 3rd party installer. We are Keith’s Appliances, not the installer, and we were trying to help the customer.  (see attached screenshot)
  
  Between threatening to cancel, aggressive language, and a possible chargeback, we made a decision to refund the customer in full, and part ways with the customer  before we were even notified of this review. I feel that at this point it's in the customer’s best interest, and Keith’s Appliances best interest for him to do business elsewhere. 
  I do request that The Better Business Bureau  complaint  be taken down, as there is no transaction, the customer has had all of his money refunded in full prior to this, his complaint is with the 3rd party installer that he references, and we did communicate with the customer  via both phone and text message, and can prove so via records.
  
  

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This appliance selling company, Keith's appliances in *******/ ******* **, sold me a refrigerator. It has a 5 year warranty on its compressor and sealed parts. Keith's denied a 5 yr warranty on any part of the refrig.
  
  They refrg's temperature control stopped working within my 5 yr warranty They billed me nearly $400. The same problem was back within 2 mon.
  
  Today I called Keith's to discuss. First, they told me they no longer keep any record of the date of a previous purchase. I know, how can an even semi-honest appliance sale store intentionally delete such a valuable piece of information, as everything they sell comes with multiyr warranties.
  
  The appliance manufactuer confirmed to me directly today that I was correct all along about the 5 yr warranty on sealed parts, which includes the compressor. And the compressor is definitely part of the problem as it makes such loud banging notices I have to go unplug the refrig if I want to have a phone conversation.
  
  Keith's Service also told me today that , "no service was performed". No parts were replaced, no electrical component or compressor testing was done. They told me quite plainly they did no service for the nearly $400 they billed other than one thing. Their repair man plugged the refrig in and confirmed the refrig came on.
  
  Keith's has been around for awhile, and it recently doubled its size. But how can you do busiiness with a company that intentionally bills hundreds of dollars for admitting doing nothing. And, because they cannot give me my date of purchase, the refrig manufacturer is refusing to repair the refrig unless i pay for everything, no warranty coverage when there should be for at least the replacement of the compressor.
  
  Here is another tid bit you will not believe. If you call their service number you get a recording. It says Keith will choose who they provide service to. REALLY?
  
  As said the old Keith's is gone. It has been replaced by very professional crooks. STAY AWAY!!

  Business Response

  Date: 11/06/2023

  Hi, How long do I have to respond to the complaint?

  Business Response

  Date: 11/20/2023

  Dear Mr. *********,
  We are sorry for the delayed response.  James has been trying to get a hold of you to discuss this with you directly to make sure we had the correct customer information as we have nothing listed under ***** ********* and you did not provide your address in this complaint.  We believe that your account is under the name, ****** ******.   The information that you have provide  to the Better Business Bureau is incorrect.     We are sorry that you are having issues with your refrigerator but it is not under warranty, nor was it under warranty when you requested service on 6/30/22, 1/6/23, or 11/3/23.  We cannot service or repair your refrigerator without receiving payment for the service.  We do keep records of our customers purchases and service.   Attached is your original Invoice with date of purchase of 4/10/2017.  You can find your products warranty here,  *************************************************************************************
  Your manufacturer’s warranty (****** * ******), states:
  You receive an additional three year limited warranty (for a total of five years) covering parts and labor for sealed refrigeration system (compressor, evaporator, condenser, filter dryer, and connecting tubing) within the 48 mainland U***** ******* ******* ********** **** *** ******.

  Please note what your warranty does not cover:
  Defects to the product caused by accident, neglect, misuse, fire, flood or Act of God.
  Service calls that are not related to any defect in the product. The cost of a service call will be charged if the problem is not found to be a defect of the product. For example:
  Correct fault(s) caused by the user.
  Noise or vibration that is considered normal, for example, drain/fan sounds, regeneration noises or user warning beeps.

  As stated above your warranty on your compressor ended on 4/10/2022.

  Attached is service order # ***** dated 12/19/17- Complaint on the refrigerator was that your refrigerator was not cooling. This is because you had  the refrigerator set to the warments setting in both compartments. As stated above: Correct fault(s) caused by the user is not covered under the warranty.  You were not charged for this service call. 

  Attached is service order ********** dated on 6/30/22.  This service call was never performed and was canceled because you would not pay the service call charge.  Please see our internal notes from the conversation.  
  Customer insisting this is under warranty - this was purchased april 2017- there was no extended warranty purchased at that time. .- customer does not want to pay for service. He then said he had a service years ago and we were ordering a plastic panel and wants us to fix that issue from back then...  his last service was december 2017- tech bill went out for no cold fridge. tech notes state: set to warmest settings both compartments
  explained there were no parts on order at the time of service. customer stating im calling him a liar and the customer is always right. I explained he is calling over 5 years later about a service and a part that i have no record of the tech ordering. the customer blamed this on my generation and is  saying the customer is always right. he hung up saying he won't buy from us anymore

  Attached is your most recent service call from 1/6/2023, service order # **********.  This was the only time you were charged for service and the charge was $159.99 plus tax for the service call, Not $400 like you stated .  The technician  found nothing wrong with the unit.  You called again on 11/3/23, 11 months later, not 2 months and said your refrigerator was not cooling.  You refused to pay for service so the service call was canceled.

  
  You are also incorrect when you are addressing our service policy.  
  The policy is also listed on our website here. *********************************************
  Due to the overwhelming demand in the appliance service industry, we are continually backlogged, so we service our customers that purchased from us first (you), and then when we have availability, we will try to service other customers that did not purchase appliances from us. We will also refuse service to any customer who is rude, disrespectful, abusive or threatening to our staff. We find both of these policies more than reasonable, and stand by them. 

  If you choose to have your refrigerator serviced by us, you will need to pay the service call charge and you are to act a professional manner to all Keith’s Appliances Employees.  
  

  
  

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 8, 2022 I purchased ********** refrigerator at Keith's Appliances, *** **** ****** ******* ******** **, ###-###-####. On September 23, 2022, I contacted Keith's because the refrigerator was making a rattling and humming noise and told I am covered by 1 year manufacturer warranty. After a couple, Keith's Service Tech visits to fix the refrigerator, they do not know where the noise is coming from and to unload my freezer to half full. The noise continued, then I noticed food and milk kept going bad and things on the top and 2nd shelf were freezing. More Service Tech visits from Keith's to fix the refrigerator and they hear the noise and confirm the refrigerator is freezing. I am told to not place anything near the damper on the top shelf and 2nd shelf nothing in front of sensor. I remove almost everything from the shelfs. They replaced the damper. Still the refrigerator is making noise, refrigerator is freezing and the high temperature warning continues beeping. Keith's tells me to call Frigidaire, ###-###-####, to get the refrigerator replaced. ********** requests the service history from Keith's and tells me that they will send out a service tech and replace it. After several ********** service visits to fix the refrigerator and can not fix it; ********** tells me they need to send out 3 service techs and deem it not repairable to replace it. Several of the ********** Service visits are no call or no shows. It has been almost a year with several Keith's Appliances and ********** service techs and, my primary appliance, the refrigerator has not been fixed! Last week, I contacted the BBB and called Keith's and * * * *********, was last service tech, as one more time for resolution. I called them on June 27th; *** no response, still, and Keith's on July 3rd for service. This has been the most horrendous customer service and warranty, for almost a year! I want full reimbursement on refrigerator $1200 plus tax, food loss $4950 and work loss $1120.

  Customer Answer

  Date: 07/13/2023

  ****, I filed a complaint for Keith's Appliances, *** ** ****** ******* ******** ** *****, (###-###-####), about the ********** refrigerator on June 28, 2023. We have resolved the problem with an exchange for the refrigerator. Please close this complaint. Please contact me if you have any questions. Kindly, forward a confirmation email that is has been resolved. Thank you! ***** *** ***x ###-###-####