DENVER, COLORADO -- This is regarding a KitchenAid refrigerator - model KRFC704FPS00. It was less than a year old and it no longer cooled. The dealer said I had to go through KitchenAid Customer Support which has been an absolute nightmare. I have waited on hold for a total of 7 hours and it is still not straightened out. The one time I was able to speak directly to Exchange Support they were rude and misleading. I spent over $10,000 on Kitchen Aid appliances and am so sorry I ever did. My advice - do not buy these products. If you do buy and something goes wrong, which it will because this is actually the second replacement, help is impossible.
SARASOTA, FLORIDA -- Brand new KitchenAid refrigerator filter water/ice maker stopped working. I called 4 times across two weeks to KitchenAid warranty center explain the problem and they in turn created a ticket for their only authorized repair company Flamingo Appliance repair to dispatch a tech to the house. Four times I get a call from the worthless tech with Flamingo Service that the ticket did not reflect the warranty payment. First three calls back to Kitchenaid I was nice and polite and each time the agent says I have it all straightened out and the tech will come out.
Each time I get a follow up call from the Flamingo tech that his information is missing and he would not come out unless I agreed to pay him or get Kitchenaid to provide the payment coverage. By the fourth call back to Kitchenaid with a lot of time on hold and getting disconnected and a refusal to escalate or directly call Flamingo to resolve the problem I sent a note via FB to Flamingo who manage to get their idiot tech back out to the house without a fifth ticket to resolve. He came and went and the Frig was still not fixed. He had to return after more calls to Kitchenaid whose warranty support is my book is just worthless as their selected repair company to I hope resolve.
PALM HARBOR, FLORIDA -- TERRIBLE PRODUCTS! They also make Whirlpool. Our 9K fridge's compressor kicked the bucket in 5 1/2 months, "waiting on special order" fridge does not keep right temps, also the door does not shut all the way. The appliance guy would not fix it the same day and said he would do it when he came back to put the compressor in.
Tech for this company was Lazy. Our new dishwasher kicked the bucket as well and now we are waiting for someone to come out to see what's going on. When we had our microwave installed the plate was all dented. It took over 2 months for us to get a replacement for it. Do not buy this brand! We purchased at Famous Tates for Dishwasher and Ferguson as the fridge was higher end and sized 42".
AUSTIN, TEXAS -- In December of 2006 remodeled our kitchen and installed a beautiful KitchenAid side-by-side built-in refrigerator (Model #KSSC48QMS 02). Our KitchenAid built-in worked well until 2011 when it began to make an strange noise and we had to have the main control board replaced (KitchenAid replacement part was used). The repair man reported that it was very unusual to have to replace that part, especially in a built-in appliance only 5 years old.
In 2015 we began to have problems with our ice maker. It would work and then stop working for about a month. By May of 2015 the system stopped cooling and we had to call KitchenAid who sent us to a certified service provider. We had to have the entire sealed system replaced. KitchenAid's warranty covered the parts and we paid $1,514 for the service. Within a week our ice maker died completely. The KitchenAid repair person came back and and quoted us $500 to replace the ice maker and the eye. We opted to wait as we had just spent $1,500 on the sealed system.
In June of 2016 we had the same certified repair company out to fix the ice maker (which had been left in the off position for a year). We paid $500 for a new ice maker and valve switch. The valve switch had been burned out. The ice maker cycled once. Tech left. No ice was ever made. Two weeks later (today) we added the IE to the list of expenses, to no avail.
After several more hours and time on the phone with KitchenAid directly, it appears that the original issue with the control board in 2011 seems to be the culprit. Only now -- since KitchenAid has fixed the known problem of a bad control board for our model and no longer makes the piece we need -- instead of just replacing the original small control board (again) I will have to pay to have the entire control board replaced to the tune of $700 or so for the part and who knows what for the service charge.
We are out of warranty, and so far it doesn't look like KitchenAid will help us to at least cover the cost of second replacement control board. We clearly own a lemon and would appreciate some assistance. I will also add that we originally paid over $8,000 for the built-in fridge. Now that we have the unit built in we are between a rock and a hard place as it will cost us over $10,000 now to replace this 10 year old machine. Even though we are now close to $2,600 in total repair costs (bringing the grand total cost to $10,600) we still do not have a working unit and it still makes more sense to keep trying to fix it than replace it.
Adding to the issue is the fact that I feel very certain that if not for the original control board issue we never would have had to pay for the entire sealed system to be replaced, and it's unlikely the IE and control valve would have failed as well. Surely high-end built-in appliances are expected to last more than 10 years without needing to be completely rebuilt, right?
BENTON HARBOR, MICHIGAN -- My husband and I purchased a custom home in November of 2010. We wanted high end appliances in our new kitchen and have about $25K in Kitchen Aid products in our kitchen. The largest expense was our Built-in refrigerator, model number KSSC42QVS. We paid $8000.00 for this supposed "High End" refrigerator and 2 and a half years later it sits completely dead in my kitchen.
The past 3 months have been a nightmare. First, the ice maker assembly had to be replaced at a cost of about $400.00. The cheap plastic arm that closes the ice chute stopped working and allowed warm air to move into the freezer, then the compressor kicked in overtime trying to cool the compartment.
3 days after the ice maker was replaced, the refrigerator side stopped holding it's temperature. The compressor would kick on, the freezer would drop to -10 and the fridge temp would go up to 56-60 degrees. The repairman was out again, this time he replaced the damper door assembly which allows the air to move from the freezer side in to the fridge side. Cost to me $700.00.
Again, everything was OK for about the 3 days and then the same problem happened again. The repairman was out again and this time replaced the thermistors. Again 3-4 days works properly, then compressor kicks on, freezer down to -10 and fridge up to 56. All this time, my technician is conferring with Whirlpool technical support and following their recommendations.
Now Whirlpool says the main circuit board is bad. It cannot be repaired because all of the inventory was wiped out by the tsunami in 2010. I will have to wait 2-3 weeks while my board is shipped out to a 3rd party vendor to be rebuilt. Now I am out another $600 as we had to buy a cheap fridge to put in our garage because my $8000.00 fridge is unusable.
The board comes in, the repairman puts it in and within an hour after him leaving the whole fridge just shuts off. The rebuilt board is bad. The repairman is back with a new board. The fridge works fine for 3 days and then on June 27th the same problem is back. I let it run for a couple of days and by the 29th now the freezer isn't holding temp either. Both fridge and freezer are at 60 degrees. I called the repairman again and he tells me that Whirlpool is saying that they are out of ideas. My 2 year old $8000.00 refrigerator has some electrical problem and it cannot be repaired, I will have to buy a new one. Are you kidding me?
If I would have known what terrible quality Kitchen Aid is, I would have spent another $1000.00 back in 2010 and bought a Sub Zero. Please do not be fooled into thinking that Kitchen Aid is "High End and High Quality"! I have sent letters to the CEO and President of North American Operations, sent emails and a letter to Kitchen Aid Customer Service. Corresponded with a girl named ** in their social media group who only reached out to me after I rated this fridge a 1 star on their website.
I had tried to write a review the day before and it was rejected. Apparently if you tell the truth and say their products are of poor quality and their customer service is non-existent they won't publish your review! I also got a lip service phone call from a lady named **. She left me a message when I wasn't home. I have returned her call 5 times with no response.
I am moving on to the Better Business Bureau. Kitchen Aid has deceptive manufacturing processes that are not disclosed! They do not make replacement control boards and if yours goes out and can't be rebuilt you are screwed. They do not disclose this and don't care that you are left holding the bill for replacement cost. They build appliances that cannot be repaired!!!
JOSEPH, MI -- Exactly 2 years ago we completely remodeled our kitchen and purchased over $10,000.00 in KitchenAid appliances. Our French door refrigerator never sat right. It always looked like it was falling into the wall. My husband tried to level it and was frustrated that there was no way to level this fridge from front to back. He went online and called customer service and was told there was no way to level this fridge. Upon moving the fridge out we also noticed that there was a bolt on the left side of the bottom of the fridge that was sticking out and gauging our hardwood floor when moved.
On several occasions when I had KitchenAid repairman out to my home I would mention the leveling issue on the fridge and kept getting the same answer. One service company told us that you had to put shims in to level it. I have never heard of putting shims in a fridge to level it. We called KitchenAid and told them our situation and that the fridge was also at this point making a lot of noise. This was a few months ago. We did opt to extend our KitchenAid warranty through what I originally thought was KitchenAid directly but it is a third party company called Assurant.
We were frustrated that we were stuck with a less than 2 year old $2,500 refrigerator, that we had to put cardboard in for shims to try to make it level and were now making a lot of buzzing noises. I called the warranty company and they told me they don't come out for noises. Next I called KitchenAid directly and they advised us to call the warranty company back and ask for a second opinion company. While we were on the phone with KitchenAid my husband realized that the noise was coming from the under belly of the fridge. It was vibrating on our floor.
After calling Assurant they scheduled an appointment with a service company who never showed after we waited from 8 am - 5 pm on a Saturday for them. I called the warranty company back not to happy but they scheduled Quaker City repair service to come out. They actually had been the company assigned to us by KitchenAid under the first year manufacturer warranty period. I was not very impressed with them from the get go. The repairman came, and looked at my fridge. After looking at it, I asked him what he thought and he refused to tell me anything. He said I would have to wait for a call for his report. He wanted to consult with someone else.
I persistently tried to get some information out of him. I have never had a repairman not tell me what the problem was with an appliance for a service call. This only confirmed my poor impression with this company. After one week of waiting to hear from them I called the warranty company who lied and told me they had no report from the service company. The only thing he told me was that the noise it was making could not be addressed until something breaks and he told me to put a shim under the part that was making the noise underneath. What professional repair people.
I called the service company and they read me the report and confirmed that the warranty company had a copy of the report. The service representative did read me a copy of the report which stated "Base of the unit is bent and preventing left right wheel to be on floor causing unit to be unbalanced." They told me that it was not able to be fixed. Assurant the warranty company will not fix the fridge or even address the issue because they are saying that the fridge was like this from the get go and KitchenAid says that it is out of the original 1 year warranty and will not fix it.
We have spent countless hours on the phone with KitchenAid and the extended warranty company that KitchenAid uses and have gone round in circles. Neither will take responsibility for it. So right now we have a pretty new fridge that has shims under the back to try to level it and shims under the belly pan area to keep it from making loud annoying constant buzzing noises. Which is still does constantly. I am ready to kick it to the curb. We are totally frustrated. Every time we call we have to go through the same story and you would think that after 10 or more phone calls it would be on file.
Somehow KitchenAid and the warranty company can't find our information each time. We are probably posting this on this website in vain but I am on a mission to post this information everywhere until someone listens and does something about my defective refrigerator. We are very unhappy with the lack of professionalism from KitchenAid's customer service, the repair companies that they use and the extended warranty company that KitchenAid offers.
In October of 2012 we purchased a new Kitchenaid refrigerator from Famous Tate Appliances in Brandon FL. The product selection was based on what was perceived at the time to be of the highest quality available and was purchased for the sole purpose of hoping to avoid any issues with reliability and future service should it ever be required. We had always been led to believe that Kitchenaid was the premium brand of the Whirlpool manufactured line of major appliances. Sadly this has been proven not to be the case.
After owning the product for slightly longer than 6 months we began seeing issues with the freezer and ice maker. (They basically did not work). The ice maker produced no ice and the freezer could not keep anything frozen. Appliance Service of Central Florida has been dispatched to our home dozens of times over the past two years and has been unable to repair or to convince Kitchenaid to replace the defective appliance.
Thousands of dollars' worth of food has been lost in addition to extensive personal time waiting for repair technicians to make multiple trips sometimes replacing the same parts and conducting the same tasks repeatedly (not surprisingly achieving the same lack of results).
It was apparent early on in the process that a quick and permanent repair was not going to happen within the initial manufacturer's warranty period which prompted us to agree to the purchase of an extended warranty. While repairmen have continued to make a constant parade through our home, there has been no willingness demonstrated by Kitchenaid to do the right thing and replace what is obviously a lemon (putting it politely).
An even greater insult is that even after refusing to live up to the word of the original warranty Kitchenaid has asked if we wanted to extend the warranty even further. I now have a very large and expensive piece of stainless steel and plastic sitting in my kitchen that quite simply cannot be used for its intended purpose. The service company is unable to repair it and the manufacturer is unwilling to replace it.
Let me make my point as clear and concisely as possible so that there are no misunderstandings. From this point on I will take any and every opportunity to discourage anyone from purchasing any product manufactured by this company. I will make it my mission in life to post as many negative product and service reviews on as many online venues that will accept them. I will NEVER tolerate another of your products in any residence that I own or business I may be associated with. I will in great detail ensure that every family member, friend and acquaintance is well aware of the horrible customer service they can expect should they make the same mistake as I.
BENTON, MICHIGAN -- In April, I unfortunately spent $9,000.00 on KitchenAid/ Whirlpool appliances. Since then, I have had problems with the refrigerator. 3 service calls! Now it is Christmas Eve and the refrigerator is not cooling. I am having 22 people to dinner on Christmas. The repair man came and told me that it needs a new compressor. To make matters worse... it needs to be ordered. A 6 month old refrigerator should not need a new compressor! Obviously it is a lemon. Called Customer Service... vice. Apparently KitchenAid has no customer service. I requested a new refrigerator because I do not want to keep fixing a defective product. What happens when the warranty runs out?
Spoke to a CSR and her supervisor. Just kept reciting the script. Under my warranty... the compressor is a replaceable part so I cannot get a new refrigerator. I know that the CEO Jeff ** wouldn't want the repaired defective refrigerator either! So then I asked Kitchen Aid to find a compressor and install it so I can host the XMAS dinner. I was told that is not possible. Best they could do was overnight it and since tomorrow is Christmas the part would not be shipped until Thursday. Kitchen Aid is not only ruining my Christmas dinner. But it sounds like I won't have a working refrigerator for a while. Not even sure if they really are having the part overnighted.
Bottom line... Kitchen Aid does not care about a customer once you buy their products. No effort on their part, no matter what the circumstances! I am up the creek regarding my Christmas Dinner and they don't care. Additionally, Kitchen Aid probably doesn't want to replace the refrigerator because they will get more money for all the parts the defective unit will need in the future. Or maybe I will buy an extended warranty! Do not buy KitchenAid. It is now December 27th and I still do not have a working refrigerator. More importantly, I want a new replacement refrigerator!
We bought a side by side KitchenAid refrigerator in Feb 2008. A month later, every time the motor turned on it would sound as though an airplane were taking off. We called KitchenAid for warranty repair. They sent out a warranty repair company to look at it. They said that it needed a new motor fan. 4 days later, replaced the fan for the motor. They had to order the part. Fast forward to Sept 2013--we lost everything in our freezer & fridge because it was not cooling at all. We call a local appliance repair company, & get a same day appointment! He diagnosed the problem right away--our KitchenAid warranty repair was performed negligently.
Not only did they remove the electronic fan & replace it with an incorrect, generic metal bladed fan (losing all energy efficiency) but the repairman cut the wire harness & used twist-on electric cap connectors to connect it all together. Because the fan was the incorrect fan, the circuit board (main board) has burnt out. We now need a new main board, a new wiring harness, & an electronic fan meant for our fridge. The local repairman stated that we wouldn't be having this issue today if the original warranty repair was done correctly.
Just called KitchenAid & because it's outside of the 12 month warranty they will only sell me an extended warranty protection. Assurant Extended Warranty Company doesn't stand behind their warranties, so why would I want the headache? They have terrible BBB reviews, & everything that is on the internet is a warning to stay away from Assurant! KitchenAid will do nothing outside the 1 year warranty except for sell you Assurant's extended warranty--don't do it! In the meantime, I had to buy another cheaper fridge while waiting on a solution for the KitchenAid. Conclusion: Expensive overrated product, with poor quality.
MAITLAND, MISSOURI -- Our built-in refrigerator began leaking freon. I called a repairman when it would not stay cold and ruined everything in our fridge. After coming twice the repairman said it was leaking in the walls of the fridge and was not repairable. Shortly after that I realized it was still under warranty. Upon calling KitchenAid they consulted with the authorized repairman and agreed that yes this very expensive refrigerator was under warranty but not repairable. Their solution for me was that they would replace it with the only thing comparable to it which was about a $9000 built in.
The catch was that since mine was nearing the end of its warranty. After prorating it I was still going to have to pay $4,400!!! Why should I have to pay for something that is under warranty but they cannot fix? By the way when they figured the prorating it was based on MSRP which nobody in their right mind would pay! I talked to ** in the built in department, and he was rude, could not sufficiently answer my questions and would not even pay for the repairman coming out either and it was under warranty. He would not let me talk to anyone over him and would not take care of the problem which was theirs to take care of.
I have been pleased with K/A in the past and have a kitchen full of their products. But after being treated like this I would not recommend them to anyone. I am not talking about a $500 dollar throw away fridge. It is a $9000 fridge!!! I don't mind an expensive appliance breaking down if the company will stand behind their warranty. But if the warranty means I have to spend $4400 to rectify the problem the warranty is a junk! If you don't have good customer service you got nothing.