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Business Profile

Major Appliance Services

Kettle Moraine Appliance

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Kettle Moraine Appliance's headquarters and its corporate-owned locations. To view all corporate locations, see

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Kettle Moraine Appliance has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:07/26/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      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

      Date: 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:************




    Kettle Moraine Appliance is NOT a BBB Accredited Business.

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