Klein's Appliances — Local services in Fairview Heights

After shopping with Klein’s for 5+ years, the customer service I experienced today will not bring me back. I purchased every major appliance in my home from Klein’s 5 years ago while building my house, my refrigerator, dishwasher, stove, microwave, washer, dryer and recently an additional refrigerator for my basement. For the last year, Klein’s has been out 6+ times for my kitchen refrigerator that is only 5 years old this month. This past summer I paid $300+ to replace the only 4 year old built in ice maker. I wasn’t happy about that, but moved on. Not too long after I had more problems with water lines in the fridge freezing and the fridge not making ice or water coming out of the front dispenser. Before today, the last time they were out was the fall of 2017. At that time, they diagnosed the fridge as part of a Frigidaire recall. I paid no trip charge and Frigidaire shipped me parts that Klein’s then installed. Came home this weekend to the ice maker not making ice again. Called Klein’s to come out. First, as a single mom working 20 min from home, their “we’ll call you the day of your appointment to give you a 2 hour window” is not convenient at all. Luckily a generous neighbor was able to come over while the technician was there. She said he defrosted the fridge and would call me. I never received a call from the tech. Just the office calling to collect their $75 trip fee. I was not notified ahead of time that there would be a trip charge. Had I been told that, I would have disputed it as it was similar to the issue I had a few months before that turned into a recall issue. The time before I also did not pay a trip charge. The tech said, at that time, to not pay anything. He would call Frigidaire to ensure it was part of the recall. I assumed it would be handled the same way. Instead their service dispatcher, LeAnne insisted I had to pay the fee so they could call to verify the recall. I told her I would call Frigidaire to verify the recall if that’s why they were charging me. She was not receptive to that idea. I asked to talk to a manager as it wasn’t her call to waive the fee. In comes Doug... I have never dealt with a more unprofessional “manager.” He was the type that would ask you a question and then not let you answer it. He knew all the answers and cut me off anytime I tried to get a word in. My point the entire time was to handle it the way it had been handled in the past. Diagnose the problem, verify the recall. If it’s not a recall, I will gladly pay the $75 trip charge (even though nothing was fixed) and move on. He said I needed to call Frigidaire myself, which I tried to tell him I already said I would, but he cut me off. I made the mistake of asking him for the number. His response was you’ll find it on the fridge. Never again will I buy from or have this company service my appliances. This is very sad to me, because as a local small business owner and Chamber member I support and refer small businesses all the time. But the customer service I have received today was ridiculous and not how I or anyone else should be treated.

Update 3/30/18 - I have been working with one of the owners, Lynn, to get this resolved. Today, I was called by Doug to tell me I was on the schedule for them to come back out, but I had to take down the review before they would come. I said I would revise my review once the issue was resolved. I asked to speak to Lynn. After my initial dealings with Doug, I asked not to deal...

**Update 4/29/24: We ended up settling for a washer they had on their showroom floor which had a dent in the side, but could not be seen as it would but up to the dryer at our home. Yet still we paid for a new washer. As of today the washer that was given to us for a replacement is doing some of the same things. We have to do manual drain and spins and the fabric softner never runs through the wash cycle. We have just dealt with it as its too much of a pain to have to have them come out several times to hopefully repair it. We have had a broken fridgerator going on 11 weeks now. The repairman from Kleins has been out a total of 7 times now and replaced every major component that you can replace in the fridge only for it to still not work correctly. Klein's service tech (Dave-who is great at what he does) finally vouched for us with Kitchenaid and they are now giving us a new refridgerator which could be another couple weeks to get. By time this is over we will be out a fridge for almost 4 months. Klein did offer us another fridge to use temporarely to in which we declined as we had and extra in the basement (20 year old fridge and still kicking with no issues). I do have to say I think a lot of the problems have nothing to do with Kleins, yet appliances are just not made to last as they used to. I feel Kleins has done their job as far as sales and servicing. We honestly thought if we purchased what we thought were good appliances they would last us a while like our last ones. The way its going its not looking like that is the case.

My husband and I purchased a washer/dryer along with all new appliances for our kitchen in November of 2019. They were delivered in January 2020. We had the set 4 months and started having problems with the washer. Kleins has been out to our home to diagnose the problem more than 5 times. September of 2020 they finally said the washer needed new shocks. It is very loud and we have to manually set it to do the final drain and spin. Fast forward to January of 2021 and washer is still broken since last year. The dealer has been waiting on a part. To no avail the manufacturer (whirlpool) and the dealer (Klein’s Brandsource in Fairview Heights, IL) will not give us an extended warranty even though almost the first full year that we have had the machine it’s been broken and remains to be. They will not even offer to replace it. This is horrible customer service. 😔 I am going to tell my story to everyone and every outlet to make sure no one else is treated in this manner P.S. our stove and dishwasher that we got at the same time broke last year as well. They were able to fix those. I will say that the initial experience as far as sales and delivery were great. The service department has been a nightmare though. And the whole time this has been going on we hear from them every two months stating our parts going to be in the following month. They are saying part is not available due to COVID-19. I think we have been pretty understanding through this whole ordeal. What I don’t understand is why they will not either replace the item or at least extend our warranty. They told us to call Whirlpool, to in which I did, and they told me to take it up...

This is my first time going into Klein’s and the in-person customer service was good. The sales person that came to greet me and serviced me was Dean. He was very nice. I can’t say that Klein’s has excellent customer service for emergency situations. My refrigerator went out, so I go to buy one from Klein’s on a Friday and they gave me a 2 week delivery date...for a refrigerator! Really?! I took that date because I don’t have any other way of getting the refrigerator to my home. So I waited until they opened on Monday to see if they would do an emergency delivery, they said I could be added on the list but if the truck was full they wouldn’t deliver it or the delivery people would come back early they would deliver my refrigerator. Well of course that didn’t happen. So I called back on Tuesday morning when they first opened with the same question and of course I received the same answer. Now this is not a washer/dryer or an oven this is a refrigerator where you store food that needs to be kept cold or throw your money away because your food has spoiled. I was told I could get bumped up a week sooner than my initial delivery date, so of course I took it and was told if any cancellations came up they would call me for delivery for today. Well I received a call for a possible delivery, I missed the call, when I called back I spoke with Josh, he said he called to let me know my refrigerator could be delivered today but something else came up and it wouldn’t be delivered today. Again this is a refrigerator mind you. As I read other reviews from other customers, I see one that was entered 7 months ago where this person refrigerator went out (same issue), and he states that even though Klein’s delivery truck was booked they delivered his new refrigerator that day and the day before they delivered a loaner refrigerator just in case they didn’t make his delivery on time. I wasn’t even given that option. This customer praised Klein’s for going above and beyond to make them happy but I can’t say this has been my experience. Whenever my refrigerator is finally delivered, I can’t promise to purchase another appliance from them...