Kettle Moraine Appliance & Sleep Center — Local services in Town of Barton

Install was a disaster. Service tech created a leak in my basement, and they would not help fix it. Long story below if you want to read, but in short, they might service what they sell (I will never find out), but they don't service the plumbing that they destroy in your house.....you are on your own with that. Keep reading forfull story.

We purchased a refrigerator with ice maker in freezer. Delivery guys brought fridge into basement with no issues. Hooked up ice maker and it did not work. They had to call a service tech to diagnose/fix ice maker. Later that day, a service tech showed up. He removed the defective ice maker and installed a new one. When he was done, he said, "Your ice maker now works, but there is water coming from your pipe."

After finally realizing that this guy had no desire or ability to fix the leak, my wife sent him on his way and called the store to get someone out to fix the leak in our finished basement.

She called the store and the store folks said they talked to the tech and he claimed that there was already a leak when he showed up. IF that was true (the delivery guys would later contradict his story), he never communicated this until it was time for him to leave. In either case, there was no water leak prior to KMA setting foot in our house, now there was…and instead of putting plan together to fix it, we only got finger pointing…..ALL WHILE THERE IS STILL WATER LEAKING IN MY FINISHED BASEMENT.

The original delivery guys somehow caught wind of this and called us and let us know they would stop over to see what they could do. We were somewhat happy that someone finally wanted to help us.

We diagnosed that the valve had been cracked and we needed a new one. The delivery guys did not have the tools/parts to fix this, so I sent them on their way and went to the hardware store and replaced the valve myself. While they were at our house the second time that day, the delivery guys were adamant that there was no leak when they left earlier that day. They did wonder aloud “I don’t know why the service tech was messing with this valve….he didn’t need to do that”

My wife demanded to talk to the owner of the company to express our displeasure with the team that was handling (not handling) our issue, but he couldn’t talk “…because he is on a truck right now”.

The service manager at KMA called us 3 DAYS AFTER THE DISASTER INSTALL to see what he could do to “make this right”. He asked what I felt would be fair. I created a detailed invoice that listed out, my time (at their service tech rates), mileage, and parts. This invoice totaled $64.10. He offered me $25 and said that is the most the owner would do. I told him to keep his $25 and we would just go our separate ways. If they would have honored the $64.10, I wouldn’t have written this review, but because they stick to their guns so tightly with no regard for the customer’s time or property, my story to the public unfortunately became a necessity.

I will never set foot in that store again. I do my best to support local businesses against big box stores and will continue to do that....but I won't do that at Kettle Moraine Appliance. No leader at that store showed any initiative to help us and the owner was "unavailable"

I can't express how disrespected my wife and I felt throughout this process. Not once did anyone at that store offer a plan or solution to fix the problem (AGAIN...THERE WAS SPRAYING WATER IN MY FINISHED BASEMENT) that was created by their team.

KMA horribly failed in their attempt to make this situation right after the fact. Without being belligerent, we gave them so many opportunities to turn this into a positive experience for us, and not only did they fail, they were...

UPDATE after several more weeks and text messages from LG, KM sent their tech out to try and figure out what's going on. The tech replaced the craft icemaker and so far we haven't had any banging noises and I'm now getting craft ice again. I thank KM for stepping up since LG did nothing to help. I just wish KM would have done it right away. My fridge would have been fixed in days instead of weeks. Note to self: if you're ok with horrible customer service, buy an LG, otherwise stay as far away from LG appliances as possible!

I really wish I would have taken the time to read some of these reviews prior to spending the money on a new LG fridge. I was very hesitate purchasing an LG because I had heard horror stories about LG's service and repair, when I brought up my fears to the KM salesman, I was assured it would be taken care of because they "back their products". It's been 6 months now and my fridge is sporadically making a very loud series of banging noises and the craft ice maker is no longer working. I called KM and was told they would call LG to schedule an appointment for repair. I received a call back from KM instructing me I needed to call LG because they wanted me to 'troubleshoot' and provide them with photos showing the craft icemaker is on!!! I'm sorry, I'm not an idiot..........the ice maker was on from day of install and I'm pretty sure fridge's aren't supposed to bang!! I was very upset and asked KM why this was an issue when I was ASSURED it wouldn't be prior to purchasing. I was told by the KM service department they have 1 tech and he doesn't know anything about LGs!!!!! I let the service department know exactly how frustrated I was and should just return the fridge and purchase from a local supplier (not box store) who stands behind, and services, their appliances. KM service made the remark that she doesn't know of any that do that, I informed her of one that I did know. She went on about how that would be up to Steve the manager but it would be used (really??? it's not working after 6 months!!) and there would be a restocking fee. Obviously that was just adding fuel to the already burning fire. KM service said she would have Steve (the store manager) call me. It's been a day and a half and I've heard crickets from KM and I still have a fridge that's banging with no craft ice maker. Real nice!

UPDATEIt's now been 4 days and I still haven't heard anything from anyone at KM. I guess I'm on my own, note to self; If you expect any customer service, DO NOT BUY ANYTHING FROM KM!!

*Response to KM Appliance: Funny how I no sooner get the notification there was a reply and by phone is ringing.......it's Steve telling me he didn't get the message to call me. Take that up with the lady in service who didn't pass on the message! The fridge is 6 months old!! I'm not paying a tech to come and look at it! I also purchased an extended warranty. Asking me to troubleshoot the fridge when it's still under warranty is like asking me to troubleshoot my car! I'm not touching it and risking any further damage to it. I'm not a tech, why should I do the work for them? The fact you sell a product your service tech can't fix is troubling. I purchase local so I don't have to deal with the manufacturer. If I wanted this hassle I would have bought it from a...

Update: the owner reached out to me and was able to get me the washer and dryer this week. Everything went great from there. The guys who installed it were knowledgeable and friendly! I really appreciate the owner going above and beyond to hear me and make things right!

If I could leave 0 stars I would. I bought a washer and dryer back on November 28th. STILL DON’T HAVE THEM! I went to kettle moraine appliance because they seemed like the best option. 0% financing for a year and I am expecting a baby in March so getting to the laundromat has become very difficult. I always heard they had great value and discounts for the seasons. I wasn’t even told that the washer and dryer were on back order until a month after the order was placed and I had called to find out what was taking so long.

I called back again this week to get an update. My sales rep seemed agitated and acted like I was wasting his time. He said “if it makes you feel any better, you’re not the only one waiting”. He told me many other people were experiencing this issue and he blamed it on the manufacturers. His attitude towards me the entire phone call was of annoyance. He told me not to call again because “we will call the minute the appliances arrive”. Unfortunately I can’t trust his word because of the lack of communication thus far.

If I had known this was the experience I was going to get, I would’ve spent the extra $300 to get the same washer and dryer from Best Buy and had them by now.

Not only did I buy a washer and dryer that I haven’t been able to use, but I’m still forced to spend $30 a week going to the laundromat while I’m 8 months pregnant.

I’m know that not every experience is like this and I’m sure other people have had great service from them. But I don’t think I will go back or recommend this...