KG's Appliance — Local services in Sierra Vista

My Experience:

My washer stopped working and it gave me an error code. I looked up the code on google and found out my washer had a pump issue. I called KGs and gave the service rep two important pieces of info. 1) The error code and pump issue that my appliance was experiencing so that they could come prepared. 2) I told the rep the time I would be home to get an appointment set up and the rep AGREED on a time.

The service tech showed up at a time that was not AGREED upon. My girlfriend works nights and woke up to answer the door to meet the service tech who says he is there for the "Initial Service". She politely let him know that I had an appointment later that day to which he responds that they do not set up appointments and we must be mistaken. She hesitantly lets him in and called me. Caught off guard, I rushed home while the tech checked our washing machine only to come to the same conclusion that we have a PUMP ISSUE and unfortunately, does not have any pumps. While waiting on me to drive across town he aggressively insisted that we pay $75 (To tell us what we already knew). My girlfriend paid this amount to get the man out of our home. Once I got there he told me that we need to schedule a second appointment to fix the pump. I expressed my confusion that I already knew we had a pump issue and thought KGs would come prepared. We decided to eat the cost and schedule a second appointment and go longer without a working washer. I set up the second appointment, this time making it very clear when I would be home from work. The rep said he will make a note for the appointment to be near the end of the work day.

The same service rep showed up, again at the wrong time. My girlfriend answered the door to same tech and then immediately called me. I rushed home... again. Upon finishing the pump replacement, he informs her that he needs to get paid and cannot wait for me to get home even though he showed up hours early. Feeling uncomfortable my girlfriend asked him to wait on the front patio. I got there and immediately get the sense of his urgency to leave. He walked up to me and says I owe about $100 more than was quoted. I tell him I am going inside to see that the washer is fixed and he abruptly throws his clipboard on the ground and says he does not have time to wait on me to verify his work. Stunned at this I told him I only want to make sure it works before paying. Angrily he raised his voice and said "I am going to report you as a non-pay!" He quickly picked up his scattered items and I replied that I am not comfortable with his aggressive behavior. "Fine!" he yelled and got in his vehicle and left. I walked inside trying to fathom why he was in such distress. Once I got to the washing machine I realized why he was in such a hurry to take our money and run. He had broken the hinge of our door that folds closed in front of the washer.

The morning after I took pictures of the damaged door to document the incident. When I left for work I saw that the KG's appliance tech, in his rush to leave before we noticed the damage, had accidentally left his pay device laying in my yard where he had thrown down his clipboard. I pick it up and decide that in good faith I will return this expensive device and talk to the manager. I even called ahead to tell them when I would be there to show them that appointment times can be honored. I met the manager and told him I was not looking for money or a reduction of my bill, only for someone to fix the damage that KG's caused. I gave him the device, showed him the pictures of the damage and paid my bill. The manager offered no apology and to belittle my experience said that he has heard nothing but good things about this service tech and that we will be in touch about the damage they caused. A month later I have not heard anything and in retrospect I figure I do not want another KG's employee in my home anyway.

How is this company still in business? I would not have believed an experience could be so terrible from every angle. Thanks for the unforgettable experience....

I have used them twice now. The first time I knew what the problem was on my freezer, because I had already taken it apart myself and noticed the coils were all frozen… I thawed the coils out put it all back together and everything was good . I THOUGHT I had it fixed but a week later it did it again, so I went by KG’s and talk to the manager about having someone come out to check it out. Since I am a single older woman I’m always a little bit leery having service people come to my home because I fear they will try to upsell me or not be truthful so they make more money…

The manager scheduled and sent Armand to come to my home. He brought the necessary part(s)based on what I had told them when I visited their shop… Not only was Armand a complete gentleman he was very informative, arrived when he said he would, AND was kind enough not to charge me to service fee for coming out.

My unit is old, so another part relating to the same issue I had before caused it to do the same thing again several months later… I had no trouble or qualms with going to KG’s again. I explained what was going on with my freezer and set up the appointment right then to have Armand come back out. He replaced two parts this time, and one he did NOT charge me for. He did not charge me a service fee AGAIN!

Armand has over 40 years experience in repairing appliances, and you can tell! In spite of my misgivings with service people coming to my home, I felt I could trust them after talking to them in person and being satisfied with them the first visit. They’ve now been out twice and I have not one thing to complain about! Both times they told me they would be out between nine and noon, and both times Armand notified me that he was leaving Sierra Vista, so I knew approximately what time he would be at my house! I was the first customer of the day :-).

Both service calls my freezer was fixed right then. I gave the model number to them at the time of making my appointment, so he brought any necessary parts with him!

I usually read reviews before I contact anyone to do a service for me whether in my home or me taking something to them...So instead of calling KG’s, both times I actually went down to their business on Fry to speak to them in person…

I’m not sure what has happened in the situations where people have left bad reviews, but I suggest asking for Armand to come out if you need help. I say this because he has come out twice, he knows what he’s doing, and he fixes the problem. I’ve never had anyone else come out from this company (although Armand brought a tech in training with him this last time) so I can’t vouch for anyone else but him.

Having problems with appliances can be stressful. Being in business with customers can be too! We the customers as well as any company assisting us can do our part by being patient, respectful and kind to those we are working with 🙂.

I will definitely call them again if necessary and will definitely give them my business when I need an appliance in the future based solely on my dealings with...

If there was a zero star that's what this business would get. Why are they still even in business? I had a horrible experience a few years ago where I bought and paid for an appliance and had to find a vehicle to come pick it up and when I did, a few hours later they had sold it to somebody else. I did NOT get my money back because they "don't do that" Instead I was forced to accept a lower quality appliance or lose out on my hard earned money. I vowed never to do business again with them. But this just happened 2 weeks ago to my son and his family, and enough is enough. My son and his family have been struggling a lot trying to raise their 5 boys. Both of them work several jobs . They got a used washing machine from KG. At first it kept popping the fuses over and over. Thay was day one. They called the store, were told soneone would call them nack. No one did. Calls to the store were pretty much being ignored. The "receptionist" would just say the owner would call back. Yesterday the machine flooded the entire house. Water would just not stop. Now they are responsible for the flood damage plus everything else that was ruined. And my son loaded it it up and took it back. But the "owner" will not refund their money and says it was installed wrong. Prove it. My son has installed many washing machines for us over the years with no problems. The "owner" won't take it back and he NEVER returned his calls as the receptionist said he would. My son and his family clearly got taken advantage of just like I did and who knows how many other people have. Not a good way to do business. And this time I'm not keeping my mouth shut. To him it might be a few hundred dollars but to this young family it's several days of slinging food and hoping for a good tip to be able to afford a working appliance. Or jard manual labor hoping to have enough e tra to save up for a washer. And I'm sure he knew the washer was not in good condition otherwise he should have returned the phone calls and tried to make things right. Isnt it their job to sell and repair appliances? Who knows. In a few years my son and his family might have been able to buy more brand new appliances from him and told their friends about great customer service. Instead we will file a small claims even if if it costs me triple what his trashy machine costs. I will not let things go this time. People that take advantage of poor working class are shut. And should be treated as such. And you can bet everyone I know will be told. Word of mouth ruins your reputation more than any advertisements you can put out there. Just remember Mr. KG appliance owner. The rule of three. You do one wrong. You take advantage of one hard working person that trusted you, and you'll be repaid threefold in the same manner you did wrong. Keep looking over your shoulder because karma and a small claims is...