Karl's TV, Appliance & Service La Crosse — Attraction in Onalaska

If I could give zero stars, I would. Do NOT purchase appliances from Karls in LaCrosse, WI. My experience is just pathetic and they are HORRIBLE at communication and unorganized from what I can tell. I purchased all our appliances for our new house in a bundle from there 4 years ago and with that bundle, the price was extremely hard to beat, that was the most positive thing I can say which gives them 1 star. HOWEVER, our refrigerator stopped working 8 weeks ago and it has been an absolute nightmare working with them ever since. The service tech came out right away and diagnosed what was wrong and said our fridge would be picked up the following week to go in and be worked on. And that literally never happened. I called the store 3 times that following Monday, the first 2 times no one knew anything. By the third call they said they had to arrange our fridge pickup with the delivery guys schedule for our area. So they gave me a date which was another week away that it would get picked up. Guess what? No one showed up on that date, I stayed home all day waiting, called the store 4 times that day, and no one arrived. Turns out, they "couldn't find" my paperwork and when they finally did, they didn't know why it wasn't picked up. So I got rescheduled for the following week for a pickup, which was almost 3 full weeks of no refrigerator in our house and was getting so frustrated. Anyway, this time they actually showed up and took our fridge in. Those guys said the store would call once it was looked at and properly diagnosed. They never did, shocker. So I called 2 times to get an answer. They said they had a part ordered but they didn't know when that would come in (which I get since its a process). BUT, without a part, our fridge wasn't even on their repair schedule yet. So I waited another 2 weeks from the moment they picked it up before calling for an update and it took another 3 phone calls to get an answer because no one knows anything there and can never find my paperwork. They said the part came in but was damaged and they were waiting for a new one to come so it can be worked on. So here we are, at 8 weeks without a refrigerator in our house, waiting for it to be repaired so we can get it back. If it hadn't been under warranty, I would not have had them repair it and would of went with a trusted outside repairman. I will NEVER do business there ever again because of this experience and unbelievably poor communication. DO NOT go there, trust me on this one!

UPDATE It ended up being 10 weeks without our refrigerator before we finally got it back home. I know not every experience is like ours, just be VERY cautious when doing business here and what you could potentially go thru when it comes to...

Called Karls around the 12th of October to let them know my washer wasn’t working. Mind you I got this washer in April of 2022. So anyway later that same day I called back to let them know what code it was showing. They then scheduled a technician to come out and take a look at it around the 20th of October. I asked that they relay the information to whomever was coming to look at it so, if they needed anything, they would be prepared. They said “Of course!”. We patiently waited. The day they were to come out and see what’s going on with the washer the guy calls me and said “oh they never gave me the code”. He then proceeded to tell us that he knows what’s wrong with it so he’ll just order the parts instead of making the trip out to check it out himself. Listen I’m pretty confident in how I found the code I’m not washer expert. I definitely thought he should have made the trip but ok. I don’t hear back from them so I decided to call finally on November 6th. The lady I talked to had the worst attitude and should not be working in customer service. I asked for an update and she said they don’t have to provide that to me or give me good customer service. “It’s not their job”. They said because I have an extended warranty that they needed to get approval on parts and had no idea the timeframe in which they could help me. I persisted to get information and eventually she told me that the parts would arrive next week. She wanted to let me go but I made her put us on the schedule. New date for the technician to come was November 16th. Another stretch but we waited patiently. The day comes and he arrives at a decent time and had a great attitude. He changed out the computer then tried to see if that was the fix, nope. Then the clutch. Nope not that either. Some other part and would you guess not that either. He then said he thinks they didn’t send him the correct part or all of the parts he needed to get it fixed. Hmm you’d think they would have checked that out before coming out. Also, he clearly did not in fact know what was wrong since he tried multiple parts. Wow, so now what right?! Well I still haven’t heard back from them. I called once again tonight and the lady said they are waiting on approval again from the warranty place. They said they would have the normal lady that works on this stuff call me tomorrow. Let’s see if they even call. I’d really like my washer back. Definitely do not recommend this place for your appliances. They are quick to sell you but do not deliver on taking...

I needed repair service on my water/ice dispenser. Jordan was sent out to look at my Kenmore and diagnose and fix the problem. He used his iPad to Google how to repair (to my surprise) a Kenmore ice/water dispenser. When taking it apart to see what the problem might be he broke the dispenser lever. Told me he would order the parts needed and it should be up to seven days. Seven days came and went and I heard nothing from him. I called the store and was told that the part was backordered. It would’ve been nice to have a courtesy call to let me know this. He came back out to fix the problem and it still did not work. I was leaving the state for five months so in order for him to come back again to fix the part he had to wait for my husband to get home. He came back out supposedly fixed my ice/water dispenser. I get home from Florida and the dispenser is not working properly. I call and schedule a repair again and I am told that Jordan was away for the week at an appliance repair seminar and schedule an appointment for the following week. The morning of the scheduled appointment I get a phone call letting me know they don’t work on Kenmore and there is nothing more they can do. Stated I should call another repair service. Had I known from the beginning they did not work on Kenmore this fiasco would never have started. Now I need to call another service after paying them for their lack of service. So very disappointed with this business and will never use them for any reason. Poor service...