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Lee of San Diego CA (09/02/08)
In May of 2002 I bought a KitchenAid refrigerator Model # KSCS25FKSS01 and a KitchenAid Range/Oven and dishwasher to match. In July of 2005 none of the controls in the door for ice and water would work. I called the Sears repairman and he stated that the wiring was too tight and each time that I opened freezer it flexed the wires so they finally broke. I had it fixed at a cost of $179 thinking that would solve the problem. In January of 2006 the same problem arose and the I called Sears and when they came out they said there was a 90 day warranty on the work they did and charged me $55 from telling me it was the same problem.
I then called KichenAid and they said I should have called them first and they would have fixed it free of charge. However, they would not do that now and I should have A&E fix it. They did and charged me $161 on January 24, 2006. In October of 2007 the light stopped working in the door and I called KitchenAid and Dee said to have A&E out and if it is the same problem they would replace the entire door at no dharge. However, she cautioned the door may not MATCH. I did not want a $3000 refrigerator with doors that did not match so I dropped it.
Now the door is leaking water from the icemaker slot. So I call KitchenAid and Sherry the supervisor said that last years deal is off the table and all they will do is give me 50% off a new door, still no guarantee that it will match, and I am responsible for the tax, shipping and the installation which will cost upwards of $700. I wish that I have never purchased KitchenAid products and I recommend that if you are looking for high end kitchen appliances look at other brands.
Todd of Washington DC (08/22/08)
I'll never purchase a Kitchenaid appliance again, and neither should you, if you're smart and listen to this warning. In 2003, I purchased a Kitchenaid Dishwasher KUDS01FL. Two weeks ago, there was a huge bang, and the door now comes crashing down. I called Kitchenaid, and they scheduled A&E Factory Service to fix the door. It cost $200 (almost 1/3rd of the cost of the dishwasher) to replace a two inch spring. This is only a 5 year old dishwasher, a top end model, mind you. A&E Factory service departed, and now the dishwasher won't drain - - obviously their fault since it occurred immediately after their departure. I called A&E Factory Service again - - they wouldn't schedule me until a week later. When they showed up, they didnt call me to say when they were arriving. They gave me a 1-5 window. When I didnt hear from them, I looked out and saw their van leaving. I called A&E Factory service, they paged the driver, who ignored my calls even thought he was two blocks away. A&E Factory then said we can be there in another week - - two weeks after they created the problem. Kitchenaid refused to help. A&E Factory service refused to acknowledge their mistake. Never, ever purchase a Kitchenaid product. Notice how this entire page LISTS EXACTLY THE SAME PROBLEM. AVOID KITCHENAID DISHWASHERS AND KITCHEN APPLIANCES. TAKE IT FROM US - LEARN FROM OUR MISTAKES.
Jeri of Eagan MN (08/22/08)
I bought a new Stainless Steel Kichen Aid refrigerator in April 2006. One year later, the refrigerator & freezer stopped cooling. We turned off the circuit to the unit for 10 minutes - thinking it was a power problem. It worked for another year and now we had to have service out.
The Circuit board has to be replaced at a cost of 472.00.
That is 1/5th the cost of the entire refrigerator and it is only 2 years old!
I am nearing retirement and have a adughter, son-in law and 2 small grandchidren living with me. We need a dependable refrigerator. I am mad that I trusted Kitchen aid! You no longer get what you pay for.
Stuart of Novato CA (08/21/08)
Bought KitchenAid 42 inch built in side by side refrigerator in April 2006. Just after warranty runs out two years later the refrigerator section stops working. Defroster? Evaporator? Bought Sears warranty and called them for repair. Two months and 5 service calls later and they still cant fix it. Control panel and baffle replaced. Still not working. Going for 6th service call next week. We paid about $4700 for this refrigerator. Anyone wanna start a class action law suit? You'd think at this price they would last a little longer...
Lost refrigerated goods 3 times, fooled into thinking the situation was repaired.
Helen of Toronto, On OTHER (08/05/08)
Continuing problems with our KitchenAid Refrigerator, Model KBRS22KK 00 and the appalling service since May 2003. Having reported a defective freezer seal in mid-June, 2008 (the fourth such problem in 5 years), a service repairman arrived about 10 days later. We were told that it was an unusual failure and that the seal had probably been incorrectly installed, and that a new one would be ordered. It should be noted that a few days later, a Sears service man, carrying out a routine check on our dishwasher confirmed this and said flatly that the wrong part had been fitted.
Nearly six weeks after reporting this failure we are still waiting for repairs, furthermore we have not been informed of any possible dates; our frequent phone calls to Customer Experience Centre have been ignored. During one call, the extended warranty holders, Pro Care even claimed that we had no warranty, and demanded that we fax proof of having paid by sending a copy of our Visa bill. In the five years since we purchased this refrigerator and two other KitchenAid appliances we have had 20 to 30 similar problems, each resulting in the same lengthy delays, wrong parts delivery, and slow or no response from Customer Experience Centre.
Did not work as delivered. First service call: Hopeless, you need a new refrigerator!? Second service call (same day) a faulty valve and obsolete Freon replaced (this was refurbished?). Third call: Freezer door gasket grossly distorted in one corner Four: New gasket delivered; wrong colour. (Black, not white.) Five: Correct? gasket installed Two more identical failures occurred freezer gasket distorted again; with the last replacement in January 2008.
Today, less than 5 months later, July 2008, freezer gasket was again distorted and drooling outside the freezer door preventing contents such as ice and ice cream from freezing completely and obviously running the unit unnecessarily. Freezer not working properly, runs continuously.
Lilette of Winters, CA (08/05/08)
I purchased a French Door refrigerator in Oct 2005 and took delivery on it in June 2006. Within one year, the refrigerator and bottom mount freezer were not working properly (refrigerator not cooling, freezer not freezing). KitchenAid sent out their repair people A&E, and the appliance was repaired. However, it came down with the same problem in less than 90 days. A&E came out and fixed it again. This cycle of breakdown/repair, all for the same problem, was repeated 6 documented times. Each time I lost hundreds of dollars worth of food not to mention the HUGE incovenience to my family of not having a refrigerator.
I am extremely frustrated with KitchenAid customer service people who can only tell me they're sorry but that the warranty has run out. I thought I bought a high end refrigerator with the reliability of KitchenAid. How can a $2500 dollar refrigerator quit working in a year? Why can't their repair people fix the problem? Does the lemon law apply in this instance?
More than a thousand dollars worth of food. The frustration and incovenience this has caused us is priceless.
Susan of Rincon GA (07/29/08)
I purchased, in 1996, a supra kitchen aid side-by-side refrigerator. After the first year, the ice maker went out. I waited a year, then replaced it. It too, went out after a year...I went and purchased 4 plastic ice trays and make my own ice! I was sorely disappointed, because Kitchen aid had a good reputation...I won't purchase another appliance from them.
Frustration that consumers purchase an appliance based on reputation and pay top dollar for an appliance that has parts malfunction after a year!
Brian of Northbrook IL (07/18/08)
2-year old refrigerator (KSCS23INSS00), motor on ice maker burns our. 1-year old dish washer (KUDS02FRSS$), detergent dispenser fails
Kitchen Aid would not back product - had to spend $431 to repair new appliances
Robert of Southampton MA (07/08/08)
I purchased an expensive black two door kitchenaid refrigerator in 2005. Less than a month into owning it we realized it was a lemon. The freezer over froze and the refrigerator portion did not keep food cold AND the back leaked water like crazy, even when they disconnected the water faucet that came on the inside of it. The very same problem kept happening after the patch up job that the repairman they sent out did. We have paid out of our own pocket since because it was lousy since the patch up but it was clear they were not going to give me another one and I had paid cash. If it were on installments I could have refused to pay so they would take it back.
I called today and got the run around from someone named Bernie, another gal in customer service and Jill the supervisor has not returned my call. They want to send me to the manufacterer. THEY HAVE A RECORD OF THIS PROBLEM AND THAT IT WAS FROM DAY ONE A PROBLEM BUT SEND ME ON A MERRY GO ROUND. I told them now it is really broken and the food, like milk for my grandson who lives with us, is not cold. HELP...
We have purchased many new appliances with our new home and cannot afford to do further service to something that was a lemon to begin with. I am disabled and my husband lost his job of 32 years in Feb. due to foreign competition. HELP
Alice of Tuckahoe NY (07/05/08)
Bought a Kitchenaid side by side refrigerator #KSRP25FNBT SR2847359 in 2004. The refrigerator is not cooling food. (temp 70 deg.) The service man tells me I need Defrost System Board + Heater + Thermo. While I have no idea of the cost, at this time, I find this totally unacceptable.
Peter of Katy TX (06/27/08)
I have been scammed by Whirlpool. I tried to renew a service polcy on my Kitchenaid refrigerator in October of 2007. I use a bank check processing service and instructed the bank to issue a check for a three year extension on my service policy and provided my contract number for inclusion on the check. The check was mailed but I have never received an acknowledgment that the policy was renewed. I have called the 800 number no less than eight or ten times over a three month period and have been told the accounting department was holding up the renewal.
I faxed copies of my policy renewal notice and copies of the check issued by the bank and proof of the deposit by Whirlpool endorsement which they admitted to receiving. I have been told they have the documents and on three occasions I was told the accounting department would issue the cerificate of renewal in seven days. I have never received anything from Whirlpool to say the extension was in force.
As a last resort I looked up the companies corporate credentials and filings with the SEC. I got the CEO's name and address and sent him all the documents. Someone in his office called me and said the problem would be resolved and I would hear from someone shortly. Someone did finally call (Marty - a BIG SHOT SUPERVISOR who refused to give me his last name) in the service policy department and he assured me there would be documentaion arriving again (you guessed it) within seven days. Same old story and same old runaround.
It has now been three weeks and I have not seen anything documenting the extension. I guess my only recourse is to go to small claims court here in Houston and file suite against Whirlpool. My advice is that no one should pay for any type service policy with this outfit. All you get is the runaround. Not service! They admit receiving my money but refuse to send documentaion of the policy extension.
The consequences are that I have nothing to show I am covered for service should a repair be necessary. The end of the story is that I have been screwed out of $280+ from this terrible lying company.
Tracey of Calgary AL (06/20/08)
I bought all new Kitchenaid appliances for my new home in March 2008. Since then, I had to have the repair man out to listen to a loud knocking noise that my new $2000.00 refrigerator makes. Model # KBRS22KTBL00 Unfortunately when the repairman was out, he was either to deaf to hear it or to dumb to acknowledge it. It is now almost 90 days since I got my appliances and my refrigerator is making the noise more frequently and louder! I am waiting for retail supplier to call my builder back regarding rescheduling another service call.
The comment that my repairman did say was in manual there is a section that references the kind of noises new refrigerator makes if you need to reference it. My reply humming noises are normal but when your refrigerator starts to mimic the sound of a John Deer tractor starting-up, that's not normal! When a person pays $2000.00 for a fridge, it better purr like a kitten and not like a tractor!
The quality of KitchenAid products have certainly gone down-hill since I bought my first appliance package in 1997. I never had a single problem with any of the 3 KitchenAid appliances I owned and bought brand new at the time. KitchenAid has lost my business forever and so has the retailer who sold this to me.
Jo of Canandiagua NY (06/13/08)
double refrigerator drawers, Model # KDDO27TTX00
We purchased two units for our kitchen remodel in March 2007. The low voltage wire that provides electricity to the LED panel and light on each unit has just broken for the second time. There is a design flaw-- the wire bends when the drawer is opened and closed, the wire is cold, over time it breaks. The breaks were in the same place for each unit, and occurred at the same time. KitchenAid insists no one else has had this problem. I find that difficult to believe, given our experience. These units cost almost $2000 each-- I expected better quality. I did get the warranty extended for an additional year, and A&E repairmen have been terrific. I wish I had gotten the sub-zero units. My sub-zero freezer drawers have been terrific. I also wish I had found this web site before making the purchase.
I have lost 2 afternoons of work waiting for repair persons. I expect to have to do this every 5 months for as long as I have the appliances. KitchenAid is making no effort to resolve what is an inherent design flaw in this product. I am being careful to document all of this, and making sure each person I speak with at KitchenAid has all the information in our records.
Bennie of Mauldin SC (06/09/08)
I bought a kitchenaid refrigerator from WHITE'S APPLIANCES. I bought the refrigerator in 2002. It stop making ice and kept freezing up about two months after we bought it. We paid $1800 for the refrigerator, plus we bought an extended warranty. We had a repairman come out about twice a year, since we had the refrigerator. I paid cash for the refrigerator, and instead of giving us a new one,someone was sent to fix it. Last week it went out and will not get cold
I ONLY HAD THIS REFRIGERATOR SIX YEARS. IT WASN'T WORTH THE MONEY THAT I PAID.
Penny of Gainesville GA (06/04/08)
We bought a built in stainless steel kitchenaid refrigerator 7 years ago. it retailed for approx. $6500.00. the first year the freezer went out and then again at least twice a year after that. this year it has gone out twice and we are only into the new year 5 months. In additiont to the freezer going out twice already this year the refrigerator part has already gone out twice. Refrigerator part is not cooling as we speak. luckily we have a good old back up in the basement, it is old but we have never had a problem with the old cheap one!
I am awaiting a call from our service man, Mike. I know its been 7 years but its been constant repairs since we purchased it! I will not ever buy another kitchenaid producT! At this point hubby and i have discussed purchasing a new refrigerator but cannot afford to spend that kind of $ on another built in-and it would have to be built in because the space is made for a built-in refrigerator.. nothing i can do but vent!
Mara of Petaluma CA (05/18/08)
Date: May 17, 2008 RE: Poor quality products Team Kitchenaid Roster: 4 appliances (built-in micro/oven, Dishwasher, built-in side by side refrigerator) Cost $8,587 Service calls since purchased 1/2004: 7 and counting, includes calls on each Kitchenaid appliance Team GE/Whirlpool Roster: 4 appliances (stovetop, vent, washer dryer) Cost $3,728 Service calls since purchased 1/2004: ZERO
We purchased a Kitchenaid built-in 42 refrigerator for $4,992 in January of 2004. It was purchased from McPhails Appliance in Rohnert Park, CA. The salesperson assured us that Kitchenaid had an excellent service and quality history. Unfortunately, he was incorrect. Along with the refrigerator, we also purchased a Kitchenaid microwave/wall oven unit for $2,568 and a Kitchenaid dishwasher for $1,027. At the same time, we purchased a Whirlpool front loading stackable washer/dryer set ($1,207 & $794) & a GE Monogram stovetop & vent ($1,085 + $642) from the same dealer. That is a total of 3 appliances from Kitchenaid & 4 from other appliance manufacturers. Service calls to date: more than 5 calls to Kitchenaid for appliance repair & 0 for the other appliances. Our record for number of service calls for one issue has been 3: the parts shipped for replacement came banged up twice the second time, it wasnt banged up badly enough to request a second part. We are awaiting a serviceman call right now on the exact same issue.
We are grateful that Kitchenaid has chosen an excellent service partner in A&E Appliance. We know the service folks on a first name basis. First, our oven/micro went out, quit working, quit displaying data. We figured it was a fluke, perhaps even a result from a bad storm. That was in November, 2006 and it did take two service calls to fix it. We paid the serviceman $154.67. Next, our refrigerator quit staying cold in May 2007. The service team was able to identify it as a known faulty weld on a valve and they replaced the part in question. Only a month later, in June 2007, we had to call for service on our dishwasher when it ceased functioning at the ripe age of 3 years. The serviceman replaced the motor in its entirety. We paid $156.00. At this point, we were very frustrated with Kitchenaid quality, but happy with the service we received from the repair company.
Then in February 2008, our refrigerator stopped working again. It wouldnt stay cold. The repair team came out and determined that the evaporator needed to be replaced. They had to order the part. The evaporator was shipped directly to us in what could most possibly be described as the worst box packing known to man. The part was banged up and bent and had little to nothing protecting it for shipment. The servicemen came out to install it and indicated that it was not useable in its current state. Another part was ordered. It also came in the exact same non-protective packing and was also pretty mangled; however, it was deemed to be in decent enough condition to be installed by the servicemen.
Finally, this week (May 2008) we are in the exact same position with the refrigerator: it is not working again. The service team is on their way and I am HORRIFIED with the nightmare that we are living in respect to the poor quality reflected in the Kitchenaid appliances. We have many people comment on our remodeled kitchen and ask for advice as they approach their remodel. I work in the mortgage industry and my husband does handyman work. Quite frequently we are asked for referrals and/or feedback on the contractors & vendors that we have used. Believe me, we certainly are not advising folks to purchase Kitchenaid.
At this point, I would like some sort of re-imbursement of my money invested. I would love to replace all the Kitchenaid with some other brand that can stand behind a quality appliance. I want my money back. I am not even sure I want the repairs done, just take the appliances away and give me a check to purchase new ones. I dont know how I can continue to put up with this atrocious service call schedule for what are supposed to be durable goods.This is absolutely unacceptable quality and I dont have the rest of my life to wait around for service calls on appliances that we supposed to be the cream of the crop. Kitchenaid is not a good choice for people who want a life.
I cannot impress enough the angst that I feel in regards to spending our hard earned dollars (at least $8,587 total to purchase them plus $310.67 for repairs) for what we expected to be premium appliances. This number does not include the amount we spent for warranties or the time weve spent idle waiting for service appointments (4 hours each time @ 7 appointments SO FAR = 28 hours not to mention the time spent scheduling the service calls and re-reading the manuals to troubleshoot the symptoms experienced).
Edie of Chicago IL (04/03/08)
We bought Kitchenaid appliances for our newly remodeled kitchen in July,2008. The side by side refrigerator freezes food in the refrigerator section and the ice maker will not turn off, so when you open the freezer door, ice cubes spill out all over if I don't periodically turn it off manually. But the bigger problem is the double wall oven. When you use the self clean feature, the oven gets too hot and blows the thermal fuse. The oven must then be pulled out of the wall cabinet (a very tight space) for the fuse to be replaced. Today, the technician from A & E told me that this is very common and not to use the self cleaning feature any more! (So far the dishwasher is okay, but I'm holding my breath) DON'T buy this brand. After reading all the complaints on the same issues, someone should file a class action suit.
Lost time from work, waiting for repairmen; damages to cabinet and walls from moving heavy ovens in and out.
Floyd of Danbury TX (03/19/08)
The icemaker in side by side fridge produces pieces of plastic in ice cubes. Contacted KitchenAid and Sears, and they both told me that the Icemaker has a 6 month or 1 year warranty (cant remember which); but I had the compressor changed out that same month under warranty. So I bought the same part NEW from a reputable KitchenAid dealer. When removing the old tray, I saw epoxy coating lifting from the aluminum tray, and under the bubbled up coating was green and brown slime. I put the new complete ice maker tray and control unit in, purged the water supply system and replaced the filter, cleaned out the ice bin and started making ice again.
After the first month of good ice my family again started pulling small pieces of light green plastic out of their mouths. I opened the ice maker system, and this new tray was doing the exact same thing--the coating was peeling off, and the aluminum was starting to corrode. So I started asking others if they have ran into this problem, and I couldn't believe how many people said they get the same problem. Some people claim they where getting black spots in their ice from the tray. I now buy ice and fill my ice bin with it so I can use the door dispenser. I am not buying another tray to get the same results. My main concern is how bacteria was growing between the coating and the aluminum. I keep a very clean freezer and wipe the insides down often to keep it that way. When I remember what I saw on both trays--especially the first tray and think about drinking that ice-- I just want to throw up.
Still can not find a tray for the fridge that does not have a coating. So I buy ice.
Gerald of Ottawa, On OTHER (03/08/08)
I bought a new KitchenAid refrigerator, two door side-by-side, model no.KS RS251LBT02 in 2004. My refrigerator door would not close unless pushed tight, and every time I closed the freezer door the refrigerator door would open. I went to my salesman at Universal Appliances in Ottawa and explained my problem. He told me to check the top hinge, and to adjust it as required. I did check the top hinge, but there was nothing to adjust there. So I phoned him to report my findings, and he recommended a repairman who came within 24 hours and at a cost of $76.00; he told me that the bottom hinge assembly was worn out.
I required parts no 2182179 door closer and no. 2155311 hinge closer. I ordered those parts from a supplier who got them from Toronto within 12 hrs. Cost: less than $11.00. I put them in myself (less than 30 minutes work), and on the advice of the repairman put on a dab of heavy grease. While I was at it I greased the hinges of the freezer door. Had the salesman at Universal told me that, I would have saved my $76.00. My advice: grease your hinges once a year.
An unnecessary expense of $76.00.
Karen of Stony Plain OTHER (02/24/08)
I purchased a Kitchenaid $5600 fridge/freezer in 2000. Currently this unit has been broken for 6 weeks while I wait for a part.
Try to live without a fridge for 6 weeks. I can't believe they wouldn't stock parts for this expensive unit.
Bill of Commack NY (02/17/08)
In the summer of 2004 I bought a Kitchenaid side by side refrigerator model # KSCS25INSS00 SER # SR2433331 Approx. a month ago the temperature started rising in the freezer and the door frame became very hot. Being a plumber I checked out the back of the unit and found the condenser fan not operating. I checked for power to the fan and there was none. Tracing the wires I found an electronic control board is supposed to energize the fan any time the condenser comes on.
I called in a repair company and he confirmed my findings. We waited two weeks for this board to come in and he replaced with no change! I've called Whirlpool/Kitchen aid and they have been no help, with a care-less attitude. I have to keep a small fan behind my refrigerator running 24/7 to keep the working components cool so they don't stop working, also. Any one that even thinks about buying this product should be fair warned!
Betty of Fresno CA (02/15/08)
What I am concerned about is the part or parts used from their company. It's specific for Kitchen Aid. I've had it replaced twice since I have purchased the refrigerator. This part needs to be revised. I had a great working Whirlpool refrigerator for 30 + years and decided I probably should buy a new one just in case of possible breakdown and food loss. I never had problem except twice with the ice maker and had to replace; otherwise the old side by side worked great.
The first experience was when I purchased the first KitchenAid at Lowe's, Feb. 2006. I had it less than two months, and it didn't keep the food cold even with adjustments. I called Lowe's; they replaced it without any problems. This was in April 2006. Model # ksrl26frssoo. Serial # 551542503. On Dec. 2006 the refrigerator side of the door started making a clicking noise. I called the repair service; they replaced the cam (2182179) and closer (2155311). The December of last year the refrigerator door started to making the same clicking noise. Repair service was called and replaced with the same parts. I didn't purchase this expensive refrigerator to replace a part every year. The way it continues to close, I'll probably need to replace again this year. This needs to be rectified. I'd like to know what KitchenAid plans on doing with this situation. Thank You.
Mike of Maple Grove MN (02/08/08)
Purchased a top of the line KitchenAid Side by side refrigerator in April, 2002. We have had nothing but problems with this refrigerator, Model #KSRA25FK, for which we paid about $2500. Overtemp alarm would come on regularly, service company replaced Control board at least 3 maybe 4 times in the 6 years, along with replacing condenser Fan motor and diffusers, on other service calls. This refrigerator runs all the time. The evaporator ices over regularly even though it is supposed to go into defrost.
We have other Maytag appliances that also have had problems but nothing like this. We will never ever, purchase another Maytag or related company branded appliance ever again. Most likely we will replace this refrigerator in the near future, as we are fed up with the high electric electric bills.
Dawn of Greenburgh NY (01/22/08)
In 2000 I purchased a KitchenAide refrigerator. The cooling system went out.The evaporator, the compressor and the heat exchange tube (all being part of the cooling system) went out. I do have warranty on the parts but not the labor. This company (Edgar's Appliance) was referred to me by KitchenAide. I'm inquiring as to why 2 hours worth of labor to repair my refrigerator's cooling system is costing me $1500? This just seems a bit absurd to me.
Ginger of Yucaipa CA (01/14/08)
We purchased this supposedly high quality fridge Model#KSRS25ILWH13 side by side in 2004. In 2007, the flimsey plastic drawer pulls and drawers began to break and come off their slides. The Crisper in the refrigerator side and the top and bottom basket (wire w/plastic front and drawer pulls) in the freezer side. In addition, the veggies, in a supposedly environmentally controlled bin, started freezing periodically, as well as different food items in the refridgerator side. I turned the temp up on the refridgerator side and it works for a while until I have to turn it up again - currently 36 degrees.
I contacted customer service one time on 1/14/08 and had an unpleasant experience with attitude. They proceeded to tell me they were having absolutely no problems with any of their Kitchenaid fridges and couldn't/wouldn't (don't know which) do anything but sell me three replacement baskets with the same flimsey material as the first time. These baskets don't seem to carry much weight and we bought a large unit for obviously that purpose. But when the bins or baskets are full, they crack at the corners, drawer pulls snap off and they come off their tracks and land on me! The replacement costs were quoted at roughly $250.00, without any factory improvements. I've never had this much trouble with a refridgerator in my life. After reading everyone else's coments, I'm not sure what to do next, as Whirlpool nor Kitchenaid seem to be interested in any remedies? It seems that the fridge we purchased is breaking down more and more each day. I will not buy another Kitchenaid product again.
I've had to throw-out several hundred dollars worth of frozen veggies & fruit on a regular basis - whenever the fridge decides to start freezing the refridgerator at the next higher temp setting. We can't be without a fridge for any length of time, so I'm concerned about having factory service people come out to look at it. So I'm left, at the present, to replace the deffective bin and freezer baskets at a cost of $250.00 for more defective bins and freezer baskets. I asked about the weight recommended for these bins and baskets and was told no more than 2-3 lbs per freezer basket which equals one chicken!
Richard of Marina Del Rey CA (01/03/08)
I experience repeated failure of ice maker on my refrigerator; it has been repaired many times, including new door, and still does not function properly. Can get no response or customer relations' person at KitchenAid.
T. of Fountain Hills AZ (12/26/07)
I purchased a Kitchenaid Superba refrigerator, model #KSRD251KBL03, serial #SM1236590. Since the purchase we have had repeated problems with it not keeping temperature and defrosting the freezer very frequently. We have called the company about it. While it was under warranty they stated that this particular problem was not under the warranty. Now it is not under warranty at all, and my husband is having difficulty even finding the replacement parts the company recommended. It has been a nightmare. They need to recall this. I have talked to many owners with the same problems.
Customer service was not helpful at all. They kept saying there was nothing they could do but recommend a repairman in our area. We did have the recommended repair man come out for $65.00, and he recommended a part that the company stated would invalidate the warranty on the compressor if used. The company knows about this problem, and they just keep pushing it under the rug. There are a lot of us with the problem. Help!
Loss of time and money, having to throw food out repeatedly after coming home only to find the freezer has defrosted again. We paid so much for this refrigerator and now cannot even get the correct parts to fix it. We will have to buy a new refrigerator and will be out of pocket another $2000.00 or so for that. This is robbery.
Dennis of Sausalito CA (12/18/07)
I have a Kitchenaid fridge that is 2 years old and still under warranty with excessive noise (sounds like the sonar ping in a submarine). At the 1st service call from A&E Factory Ser. 9 mos. ago, the service guy said the noise was normal and nothing could be done. At the 2nd service call by A&E on 12/07 (different ser. guy), he said the noise is not normal and the worse noise he had heard. He ordered a anti-gurgle unit to try to stop the noise. It is to be installed on 12-27-07. We'll see/hear if it works. The service guy had no explanation, apparently this type of noise has been a problem with many fridge units, otherwise why would there be an anti-gurgle unit? If the anti-gurgle unit does not work, I'll demand a new fridge.
John of Murphy TX (12/07/07)
I purchased 48-inch KitchenAid refrigerator (model KSSC48QMS01) in Oct 05. In Oct. 07 the cooling failed in freezer and fridge. A&E factory service was dispatched for warranty repair. Could not locate freon leak and ordered a list of parts on 11/6/07. They told me to call to schedule repair when the parts came in. One part has been on back order since then--heater Pan 2259329. I called KitchenAid today and was told the part is still on back order and will not be in until Dec. 17.
I called a second time, KitchenAid direct. This time they said they would try to escalate to locate a part--don't know why they didn't do this before. I requested to replace the fridge completely due to the long lead time on the part, plus the repair tech told me once he installs the components, if that didn't clear the leak the unit would be unrepairable. He could not locate a leak before, yet the freon was out;that's why he suspects the problem is in the unrepairable portion of the fridge.
Lost some food but, had a smaller back up fridge that saved most of it. The biggest issue is the frustration of the length of time to repair a $6000 fridge! On top this, the KitchenAid dishwashwer that came with my two- year-old house has had a control board fail twice in the past year. I hope you can at least warn other consumers before they get burned.
David of Farmers Branch TX (11/25/07)
I renovated a kitchen in 2001 and had all new stainless KitchenAid Superba appliances: fridge, built in microwave, a duel fuel stove and oven, and built-in oven and a dishwasher. Total cost about $15,000. To date I have replaced the dishwasher motor twice, the wiring harness on the freezer door twice, the circuit board for the stove/oven twice. Yesterday the microwave burned itself up and the clock on the other oven is dead. That's five for five appliances in the last 6 years. is there any kind of recall going on for this brand? I have given up on trying to go through KitchenAid as all warranties expired after a year. Anyway, the appliances are pretty. But don't get them if you actually want to cook or wash anything, or keep food cold. Someone should expose these guys.
Will have to replace to resell house.
Allan of Newport Beach CA (10/26/07)
I visited Sears and selected a Kitchenaid refrigerator model #KSRS25RSWH priced at $2199.00
I returned home to check it out . I was shocked reading the above experiences, by purchasers of their refrigerators, on the Internet.
After reading about the experiences of Kitchenaid
purchasers, I'll avoid joining their ranks.
A BIG THANK YOU, to those who took the time to
alert this buyer and hopefully many others about their experience, and to Kitchenaid how dare you!
Deborah of Woodbridge VA (10/23/07)
My refrigerator is only 3 years old and I have had problems with it since March 14th 2007. And I have been without it since Sept 19th 2007 and they (A&E Service) say can't fix it till Nov 2nd 2007. They have been out 5 times already going on 6 and they have replaced the mister, control panel, mother board (which they order twice and now they say it's the compressor motor. I had bought a extended service agreement and it doesn't seem to help. KitchenAid says all they can do is let A&E Service has to keep replacing parts till they fix it. They won't consider the lemon law. Still no refrigerator and who knows when or if it will be fixed!
R. of Cincinnati, OH (10/14/07)
We bought a 4-year old home five years ago. During the next four years, the ice maker on the Kitchenaid side-by-side refrigerator/freezer failed twice. Both times flooding the wood floor and requiring refinishing, once causing damaged to the ceiling of the finished basement and ruining a $2000 wide screen TV. Worse, nine months ago, the refrigerator stopped working entirely.
We were told they needed to replace all the major components, a cost of $1400. Our portion of that bill was to be $850, but we were told that we would essentially have a new refrigerator when the repairs were complete. Then we found out that they did not have the parts in stock and that they could take several weeks.
Eventually, the repair was complete. Now, nine months later the refrigerator stopped working again. The Kitchenaid customer service rep informed us that there is no warranty on their replacement parts and that we would need to pay for the labor again to replace the same parts.
Rosemarie of Miami FL (10/10/07)
A month ago we bought a new side-by-side stainless steel kitchenaide refrigerator. Now there are cracks in the back and sides of the interior walls of the refrigerator. We called for service, which was prompt, but the repairman needed to send for a repair kit.
The repairs are horrible looking! There are three of them, epoxy strips, very visible, and sticky.
I called customer service and complained that this would not stop more cracks from coming, was very ugly to look at, and was a Mickey=Mouse way to solve a serious problem.
KitchenAide customer service said that there was nothing they or I could do because they had found this method of repair to be adequate. I now have an $1800 dollar fridge with $5.00 patches in it, with the probability of more cracks to come. The service person said that she could not forecast the future, so she could not agree with me that more damage was likely to occur!
Gayle of Niceville FL (10/03/07)
I purchased a KitchenAid refrigerator model #KSRL25FRSS at a cost of $1,800. Just after the first year, the ice maker wouldn't work. The repairman said KitchenAid had produced a part to fix this problem. A heated fill tube for the ice maker was installed...at my expense. Now 1 year later, the fan motor for the compressor has gone out. If I hadn't unplugged the unit, the compressor (which WAS covered in the warranty) would have gone out. Now I must pay for the new fan motor. We have lost all our food and have been without a refrigerator for five days waiting for the new part to arrived and be installed. I called KitchenAid to discuss the problem. I tried to be polite, but tell the problem. What I got from the customer service person was attitude. She told me there is nothing that can be done. Obviously, KitchenAid knows there is a problem or they wouldn't have produced a part to fix the problem.
Dick of Pasadena CA (06/09/07)
We remodeled our kitchen in 2000, buying what we thought were quality appliances, trying to avoid repair issues. Interestingly, the KitchenAid Superba refrig. has NOT been a quality refrigerator. We special ordered the model made to accommodate cabinetry pieces to match the kitchen cabinets only to be told by the repair people that the extra weight on the door from the wood cabinetry caused the door hinges to break, which we had to replace. He further suggested we shouldn't put heavy items in the door such as milk, sodas, etc because it's too much weight for the door. Here's something odd - that is exactly what the refrigerator is DESIGNED to hold, for pete's sake! Apparently the only thing you get from the special order is doors that will accommodate the wood panels and NOT heavy duty hinges. Real smart.
The thermostat and diffuser also broke, same time as the door hinges but the repairman didn't notice that! We had 4 service calls within a span of 4 weeks (factory authorized repair people I might add), just to get repaired what should have been discovered on the FIRST service call! Now the lights over the ice and water selections are VERY dim. We are sick of service calls right now and don't want to spend the money. This is our LAST KitchenAid appliance EVER. We think we'll have to go with German, Swedish or some other European engineered appliances in the future, apparently the last bastion of excellence in manufacturing on the planet. What happened to American businesses taking pride in their products? ALL of our repair people told us - you better buy an extended warranty when you buy an appliance - they will break down sooner rather than later. New ones are not nearly as good as the old ones! We've got a 30+ yr old Kenmore refrigerator in the garage that works perfectly - NEVER had a service call!
Carol of Gilbert AZ (06/04/07)
We upgraded our appliances in our new home, purchased April 2003. Or so we thought we upgraded the appliances. First, the panel on our stainless steel refrigerator door had a big warp mark in it, it was replaced several times and we were finally told it was a flaw due to where the interior butter dish pushes on the door.
Next, the tension spring on the microwave door gave away and the door would slam down. This was on the microwave/oven combo. A & E replaced the spring for a roughly $80 service fee. Next, our oven door wouldn't stay closed constantly causing the 'door open' indicator to come on and slowing/ruining the cooking process. ...another $80 service call from A & E.
Now our matching dishwasher door slams to the floor....I'm not an appliance repair person, but based on prior experience with KitchenAid pieces of crud I can anticipate another expensive service call from A&E to replace what must be a $2 part on my supposedly 'upgraded' appliances!
Never again will I purchase KitchenAid unless they start manufacturing quality appliances as they used to 20 years ago!
Stephen of Wilmington DE (05/22/07)
My wife & I purchased a new KitchenAid side by side (11-06-04) when we bought a new home . We thought buying a highend fridge we would get quality - wrong!
This thing has constantly goes into it's defrosting cycle and melts everything after 6 months. After calling KitchenAid I was told to
read the manual, It's not a problem and I most likely overfilled the freezer, or it's underfilled or I have the air ports blocked and so on.
Now that's way over the warranty they claim it's a problem and I will have to pay to have it fixed after calling them again (5-22-07).
Lisa of Manassas VA (05/04/07)
I am going to have my 7th service call done on my not even 2 year old side by side Kitchen Aid refrigerator (KSR525CNBL00) next week. Last week I had a service call (A&E Service) on my refrigerator due to freezing in the refrigerator area. I got home from work last night (less than 7 days after the service call) and all my fresh food products were frozen solid and the reading on a thermometer in the unit is reading 25 degrees.
This unit has had the compressor replaced, the relay switch replaced, the baffle replaced, the mist (something or other) replaced.
I am now formally asking whirlpool to provide me a credit towards purchasing a new refrigerator. I have tried to work within the warranty and extended warranty guidelines and just want a refrigerator that works.
Sherrie of Vancouver, WA (04/26/07)
Two canaliever shelves in my fridge $2600 cracked and now have broken. I have only had it 18 months.
I called their customer service and was told it was out of warranty. I thought I was buying quality, but I guess they just want your money and don't stand up for the products.
Now I have to buy two shelves which will probably break again.
Craig of Shawnee, KS (04/07/07)
We bought a KitchenAid side-by-side refrigerator in Sept. 2002. I have replaced the ice stripper 4 times in 5 years. I contacted KitchenAid three times and asked on the first call if there was a recall on this ice maker. The other two calls I was told by the customer svc rep there are no recalls...when I spoke to the supervisor, I was told the unit was out of warranty and any replacement parts would be at my cost.
It's very frustrating to have a 'top of the line' unit ice maker go bad so often. Additionally, our KitchenAid dishwasher has leaked and doesn not drain properly.
When we built our house, the appliance company who our builder sent us to recommended KitchenAid because it was 'top of the line quality'.
Lee of Downingtown PA (03/30/07)
After 5 years our $2600.00 refrigerator stopped working. Temp in freezer and other part went to 72 degrees. We transferred our food to 3 neighbor houses and was told by the repair people when we called on March 26 that the earliest date for repair was April 4, 2007.When we called everyday to the service and complained they kept promising that someone would be there to repair it because we kept calling and begging them to come out.
We purposely bought this expensive product thinking it was the top of the line and we would never have problems. Now I wish I bought the $500 refrigerator from SEARS.
Carol of Rockville MD (03/25/07)
Will never buy KitchenAid appliances again based on our experience with Superba side-by-side frig/freezer. Frig side failed AGAIN today. The digital temperature indicator shows the temperature desired, not the current temperature inside frig. There's no warning that temperature is in the 50's until foods/beverages are obviously not cold to the touch.
Last time the frig failed, problem was diagnosed as diffuser and control module. Took more than a month for dealer Bray & Scarff to get parts, even longer to install. This appliance is a lemon. It should be hauled to the dump for free and our money cheerfully refunded.
Andrew of Columbia SC (11/01/06)
I have called Kitchenaid several times about a problem with a side by side frig/freezer. Purchased the unit in 2004. The ice maker quit working 18 months later. The repairman cut the water supply line claiming the water supply for the ice maker was clogged. Nothing happened. Next, he changed the solenoid for the water line distribution. Still no ice. Now there is water leaking into the back of my freezer.
To make this even more ridiculous, no one will come out and work on the unit because someone already worked on it six months ago and couldn't fix it. How pathetic is that? Now I am stuck with a frig/freezer that no one wants to work on while Kitchenaid does absolutely nothing to help me get this problem fixed. Other than telling me that I can't buy an extended warranty unless the unit is in good operating condition. If no one will work on it, how I can I get it in good operating condition? I will never buy another Kitchenaid or Whirlpool product EVER again because customer service will do nothing to assist me in trying to rememdy the situation.
Carol of San Diego CA (08/10/06)
We purchased a built in kitchenaid bottom-freezer refrigerator on 7/2/05. My husband and I were remodeling the kitchen and wanted a quality built in refrigerator for our kitchen. We purchased the 36 architect series from kitchenaid with the feature to put the wood panels. From the very beginning we have had nothing but problems with this refrigerator. First, the handles to the doors arrived damaged after numerous attempts to solve the problem we got the handles we wanted. Then we noticed a loud gurging sound with the refrigerator. We have had the technican out here many times. No has answer. Now the overtemp light is going off at night. Do not know if my food is in danger of spoiling have called kitchen customer service and I am not getting anywhere with getting this repaired or replaced. My only option is sue Kitchenaid. Paid almost $5,000.00 for this piece of junk.
This refrigerator is giant headache. I am on the phone or waiting for calls. Not to mention waiting for techs to arrive only to tell me there is nothing wrong with my refrigerator.
Vali of Newmarket Canada (08/02/06)
We bought a Kitchen Aid top of the line side by side with water and ice fridge two years ago. We experiences problems with large long white hanging particles in our water. The serviceman said it was due to the coils being too close to the tubing which would heat up the water and cause bacteria. They replaced the fridge saying that the newer model had fixed the problem. The newer model is now doing the same thing. The service person when called explained that they no longer had this problem under warranty and we would have to pay for any repairs, even then they couldn't guarantee this would fix the problem. We couldn't serve the water and certainly were not going to drink it if it contained bacteria. The service person guaranteed us that we could still drink the water however if it were him, he wouldn't. He said it was a town water problem and it was only plant life.
I had specialists come in recently to take a water sample and the results have just come in. The water is bacteria, although not harmful and strictly from the fridge. Also, they found a very high level of sodium. Sears have been giving us a problem with returning the fridge. The only option we now have is sueing. Isn't it a shame that our health can be at risk and no one wants to take on the responsibility?
If this is bacteria, and there are high enough sodium levels that the water specialists from Ottawa are recommending we call the Health Dept. then how could we possibly be healthy drinking the water?
Thomas of Belmont CA (07/20/06)
Bought a KitchenAid Side-by-Side Refrigerator from SEARS in March 2002. (Model # KSRA25FKSS00). Replaced Ice Maker tubing in 2002 (Under Warranty) as it clogged when the water line froze and the repair technician told me It's a bad design and everyone will need to have this replaced. Now it's 2006 (July) and for about 3 months my refrigerator would get warm, then miraculously get cold again (Each time it got warm, I got an alert via the Over Temperature button).
However, in the past month it simply stopped working all together. It took a week to get a service repair technician, then his advise was to turn off the whole unit, wait 24 hours to let it completely defrost and then see what happens. Tried that, two days later, same issue. Called the same repair man and now he said it's the motherboard. Contacted KitchenAid about the issue, as I've read many identical complaints, to see what they will do for us, their customers. Got a Sorry email back with no remedy. So, as with all other complainers, I will not be a repeat kitchenAid customer and I would like to know how I can handle this legally under the Lemon Law. I don't think mine is a single case, but a case that KitchenAid is well aware of, but will not take action on.
Refrigerator spoiled my dairy products, fruits and vegables, bread and some canned foods that needed to be refrigerated. Intitial Service Call - $85 Motherboard replacement - $189 Labor - $85 Spoiled Food - $200 Sub-Total Cost: $559 Refrigerator (New): $2,299 (Sears) Tax on (New) Refrigerator: $189 (8.25%) Total Cost: $3,047
Becky of Vale NC (06/21/06)
Purchased Kitchen Aid Stainless Steel Appliances 2003. I have had nothing but problems with each appliance. Dishwasher has been serviced 3 times for water not draining,water not getting hot enough, dishes not being cleaned,and bad odor. Refrigerator ice maker will not dispense ice and still will not dispense ice.Stove top had to be replaced because one of the units cracked.
We finally purchased maintance contract for dishwasher but not for the refrigerator (cannot afford)we sitll have to pay service call.Most of the repairmen that have come out seem incompetent(one ask my husband to help because his back hurt). Another repairman scratched handle on refrigerator door. Right now I cannot afford another service call to repair refrigerator. I will never purchase Kitchen Aid again nor will I recommend Kitchen Aid appliances.
Christine of Wantagh, NY (06/12/06)
On Nov. 1, 2005 we purchased a new KitchenAid refigerator. On May 12, 2006 we woke up to a warm refigerator. We have had 5 service calls and 5 new parts install and still no refigeration. KitchenAid and Whirlpool consumer service dept are not helpful and refuse to replace the entire appliance. They say its repairable and guess at what parts are broken. I guess at some point they may find the problem, but a what cost to my family.
The first 2 weeks I had to use a cooler. After that I had to go out and purchase a small refigerator and purchase new food on a daily basis.
Nancy of Napa CA (04/02/06)
I purchased a new high end KitchenAid refrigerator in August of 2004. In February of 2005 it stopped working. The door that send cold air from the freezer to the refrigerator froze shut and the freezer back was coated with a large block of ice. It took three months to be repaired (under warranty). Quess what? Today, 4/1/06 it has done it again. I have a call in and we will see what happens. The thing is an expensive hunk of junk. I would never buy a Kitchen Aid applicance again.
When the refrigerator went out they sent a repairman in about a week. He ordered parts that took three months to arrive and then have installed. In the meantime all the food in the freezer and the refrigerator had to be thrown away (hundreds of dollars worth). They told me to buy blocks of ice to keep my food cold. I called repeatedly explaining that having a family of five without refrigeration for three months was ridiculous. I called repeatedly to the store where I bought it and they finally after two months brought a loaner refrigerator. I doubt they will do that again.
The inconvenience was having to shop daily for our meals or eat out. Can't have anything for breakfast, such as cereal since couldn't have milk. Children had to buy lunches everyday at school since no way to make lunches without a refrigeration. The whole process cost me a large increase in our food bills for the three months. I expect the same treatment from KitchenAid this time too.
Kathleen of Colorado Springs CO (04/02/06)
Purchased a kitchenaid double oven when we remodeled our kitchen..it has never worked correctly..has been repaired and had replaced parts more times than i can count..Had to purchase an extended warranty just to keep using it...Again, it is not working.. Have requested a replacement ...we shall see
Hard to accept the purchase of a >$2000.00 oven that never works...who can afford to replace it?
Bill of Martinsville IN (08/23/05)
The refrigerator stopped cooling and then the freezer stopped working. We lost all food in the side by side unit. The result was that it took more than a week to get it fixed because we were told if it was not warnanty work, We would not receive priority. And then the part was $250 for a 3 year old side by side unit. This does seem to be a large expense for a unit that is susposed to be a top of the line product, and only 3 years old. And then to have to replace the entire cooling electronics, this seems to be a rip of on the consumers part. The part replaced is 220512rev.rel circut board
Dennis of Bowmanville, Ontario (3/30/04):
For the past few weeks the Fridge has been emitting this very strange smell. My wife has now broken out into an allergic reaction and has now seen two Doctors. A little history on this unit. It was purchased at Sears on Dec 19, 2002, we have now had a serviceman here 4 times, mostly for the same problem, the unit would go into over temp and beep, this would happen on a very regular basis.
First the tech said that the temp was set too low freezer: at -3 and fridge at +36. He changed the water filter and left. Problem continued and called him back, he said yes there is a problem with the unit and replaced the control board, this lasted 1 week and the unit would automatically go to 0 in the freezer and no constant number in the fridge and again always beep but as well there was an odor emitting from the fridge and freezer.
Called them back again and he again changed the control unit as well as the diffuser air assembly unit. The beeping seem to stop but this odor like a chemical or gas type smell (THIS IS NOT A ROTTEN FOOD TYPE SMELL) this is coming from the fridge itself, from within. If the door is not opened for awhile the smell is very strong, also I can taste the same smell or odor. While we had the serviceman here he said the smell was nothing and was common -- let's hope not.
Since then my wife has broken out into a rash along with an ear infection and her entire face into something like hives, not a pretty sight and I must admit she�s NOT happy. She went to the hospital and they gave her some medicine said it should clear up. It hadn�t and went to our own Doctor two days later on Monday, who said it was an allergic reaction and should stop using whatever it is. The Doctor had prescribed other medicine as well. WE have now tried to think of every possible thing and the reaction is still present and the only thing left is this odor from the fridge.
I do not believe it to be Freon as if it where the fridge would not be cold by now and would be constantly running and it is not. If it were oil the compressor would more then likely have already have stopped and be seized by now, so I would think. Now I know it is NOT food as my wife is very clean and the fridge has been cleaned, everything. This odor seems to be stronger at the bottom of the fridge then the top, but again cold air drops, if it has not been opened for a few hours then as soon as you open the door I could be sitting 15 feet away and can still easily smell it.
Dennis of Pottstown PA (12/19/03):
We purchased a new KitchenAid refrigerator 6/28/03. It was delivered and installed by the retailer. The delivery men set the temp gauges on the middle settings and told us to adjust them as necessary. we found that the settings needed to be turned up to keep everything cold. Eventually they were set to the highest cooling setting. We didn't realize at the time that this wasn't normal. They told us the icemaker would take a day or so to start making ice but after 2 days we had no ice so they had to replace the icemaker. After this things seemed to be fine although we didn't feel as though the food was as cold as it should be.
Then in the beginning of October we noticed some rust on one of the screw heads in the freezer. As the days went by rust started forming on all the screwheads and the fan area inside the freezer. At the end of November we pulled the unit out to clean under it. We then noticed several dents on the left side which normally is against the wall. Because the refrigerator was installed we had not seen this side before, It is not visible normally.
We called the retailer about this and also mentioned the rust in the freezer. He told us that he was sure the dents were not there when it was delivered so we called KithchenAid and they said we should have a service tech look at the unit to determine how the damage occurred. When the tech came he was not sure why the freezer was rusting and he thought the dents were caused by straps or clamps in moving the unit. He also noticed that the temp gauge was at the highest setting. He said things in the refrigerator should be frozen with that setting so he checked in the back and found that there was a leak near the compressor causing the unit to run constantly to keep things cool but not reaching the full level of coolness.
We contacted KitchenAid with his findings and were told by the cust svc rep that she would talk to a supervisor and get back to us. After not hearing back we called again and were told that they would repair the leak and replace the rusted parts but coukd do nothing about the dents. She also said replacing the unit was not an option. We feel that these problems warrant replacement of the unit not repair.
Several times we have had to throw out things because they did not stay cold enough and I assume our electric bill was affected by the leak causing the unit to work harder to try to cool.
Jerry of Elk Grove CA (10/14/03):
Purchased a KitchenAid fridge on 3/15/02. The fridge part started not cooling. Contacted KitchenAid 5 time for service and had the unit serviced 5 times for the same problem. Now 17 months later, the same problem is occurring. Each time the fridge part of the unit stops working, I end up discarding approximately $100 of spoiled food.
Colleen of San Diego (9/20/03):
We purchased our KitchenAid side by side built-in refrigerator 2/99 for $3,400. In 5/03, everything in refrigerator froze. Took two weeks for KitchenAid/A&E Factory Service to get a repair person out to our house. They then had to order the defective part (Diffuser) which A&E re-ordered three times because the repairman thought it was the wrong part (it wasn't - KitchenAid has redesigned it). After three service calls repair was finally completed 6/14/03, for $350.
Less than 90 days later, everything is frozen again. We called KitchenAid for service and were again told A&E Factory Service would take TWO WEEKS to come out. When we complained to KitchenAid about this ridiculous delay and asked them to, at the very least, order another replacement part, we were told that UNDER NO CIRCUMSTANCES will they order parts until the repairman cames to our home.
After waiting two weeks, A&E Factory service tech Larry was supposed to arrive at 11:00AM. We were PROMISED this time by A&E Factory Service scheduler because we are self-employed and had to take time away from our business to be home. Tech Larry showed up at 4:30. When we complained about our wasted day he told us he was supposed to be here before 5:00PM so we had nothing to complain about! No apology - just smart-mouth beligerence. HE THEN PROCEEDED TO OPEN HIS LAPTOP COMPUTER TO ORDER A NEW THERMOSTAT WITHOUT EVEN OPENING THE REFRIGERATOR DOOR!
We asked how he could possibly know what the problem was without diagnosing it and he said "Hey, I don't need to look at it, I know what's wrong with it. You already had the diffuser replaced and they go out on all of these refrigerators, so I KNOW it's the thermostat." We waited two weeks to have this guy show up, took a day off work and that's the customer service we received.
Any and all complaints to KitchenAid about this service fall on deaf ears. They are, singularly, the most uncaring, unsympathetic, dispassionate people we have ever encountered. KitchenAid simply does not care ONE BIT about the inconvenience this has caused us, or the money we have paid out for what we now know is a known defect. Complaint letters were Fed Ex'ed to KitchenAid Chairman and President, and have gone unanswered. No call, letter, fax, or email!
Liz of Powhatan VA (8/21/03):
Purchased a KitchenAid refrigator in September 2002. Was told by sales person it was top of the line. I have since had 13 service calls on the ice maker. It is the one with the ice bucket in the door. the machine has jammed every week. A&E is the first service company to come out and their service was downright lousy ... missing appointments, not having the parts on board, not ordering the correct parts. etc. Then I was told that Sears does the repair work also.
Sears has been here every time they say they are coming, they have most parts on the truck and do an excellent job. BUT cannot fix the problem. They were here again this morning, second time this month and replaced the main guts of the ice machine. Only to have it still not work. He has referred this to his service manager who, I am sure, will be back out here. But in the meantime I am without an icemaker, I am missing work, and am having to purchase ice. I called the headquarters AGAIN today and they are referring it to the review board to see what can be done. When I asked to speak to a supervisor I was refused. I will keep on top of this and will demand an answer soon. I will become a pest to Whirlpool.
Michael of Los Angeles writes (1/14/02):
My wife and I recently purchased a KitchenAid refrigerator and we are very unhappy. Before we bought, we called KitchenAid's pre-buy unit and advised them that we wanted a refrigerator that would look built in. They told us to buy a counter depth refrigerator, from the Architect Series. We have standard depth counters, 24 inches. They also sent us a brochure which showed the refrigerator looking as if it was built in.
When the refrigerator was delivered, we pushed it and it stuck out well beyond the counter - about 3 inches. It most definitely did not look built-in! In order to get the look we wanted, we opened up the wall behind the refrigerator and tried to shave it down to create the flush look we had wanted, but there were pipes behind the refrigerator, and after spending an extra $500, we were back where we started.
I called KitchenAid, and they suggested that a trim kit might do the trick. I asked if they could send me a brochure showing the trim kit." The answer was "no." They have no brochure. I called various dealers in Los Angeles, including several very large ones, and no one had the trim kit in stock and on display. I then said to them that I had tried everything I could thing of to see if I wanted to order a trim kit. So I asked them what I could do to look at the trim kit and see if it would work for me. Finally, they agreed to sell us a trim kit and direct ship it with a right to return it for 30 days.
When we got the trim kit, it was 6 inches too short. When we tried to install it, it looked silly. So we called KitchenAide and they advised us that they don't make trim kits for the Architect Series counter-depth refrigerators. They only make them for their standard height refrigerators.
I called and complained. After getting nowhere, I finally reached a supervisor. She said that there is nothing they can do for us. They won't take it back. They won't compensate us. She said there is no defect in the refrigerator. I said we are out lots of money, don't have the refrigerator we want and will be stuck looking at this for years. She said this is not a defect in the refrigerator, but is a defect in their customer service. Bottom line? Their customer service does a very poor job, their pictures are misleading, they don't have proper parts and they are unwilling to help customers who have problems.
Elizabeth of Metairie LA (10/22/02):
I purchased a KitchenAid refrigerator/freezer 12/95. Since it has been placed at my residence I have had a total of 6 service calls to fix a problem with leaking freon. This refrigerator cost me $3649.00 and it is still not working up to par. The last serviceman informed me that they have problems with the leaking freon on all these models, therefore I must have a lemon. I have gotten nowhere with the KitchenAid representatives and have found one woman to be quite rude. How would she like to live out of an ice chest for a week?
I have lost on two occasions all the food in my freezer, had to remove every item and clean up ice cream that has melted. I have had to miss work to wait for repairmen. This has been very stressful on me.
Val of Catawba NC (4/19/02):
I purchased the top of the line Kitchenaide refrigerator. It cost $4,000. It does not work. Not at all. I have not had a refrigerator for 2 months. Sears has been out to service 6 times in the last seven weeks. They have replaced parts 4 times. They say the unit is garbage and probably can not be repaired.
Today, 4/19/01 I have now been told that the latest set of parts are on backorder until 5/3/02, so another 2 weeks without a refrigerator. I get no satisfaction from KitchenAid except that they are sorry. Always they are sorry, but that's it. I have heard from Sears that there are a number of people out there with this model that does not work and that they can't be repaired. KitchenAid, I have heard, does usally replace them after months of attempting to fix them.
My food in my refrigerator and freezer was all lost. I have not had a refrierator for 7 weeks and have to eat out on a regular basis. This is a never ending saga, I am about to go buy another refrigerator, however the cabinet was custom built in the kitchen to fit this model which is the largest non-commerical refrigerator made.
Jim of Longboat Key FL (3/22/02):
I took delivery of a Kitchenaid counter depth side-by-side regrigerator/freezer. The freezer immediately began frosting severely and one of the motors made a terrible grinding noise. We have had tech's out now 5 times. On the third visit they replaced the door seal, no effect; on the fourth visit they replaced the motor and used commercial silicon sealer on the door, which cosmetically looked like gunk. No results.
They promised they would get us an answer on replacement within 48 hours, that was on 3/14/02. It is now 3/22/02, I have called them 3 thimes and each time the customer service rep says it is still under review.
I am unable to open my freezer without ice falling on the fall from the frost. My wife and I have taken time from work or leisure events we had planned to meet the techs. It is very frustrating as this was the last item to our completely remodeled kitchen. Now, I don't even want a replacement, because I would have to deal with a company that does not care.
Michael of Los Angeles (1/14/02):
My wife and I recently purchased a KitchenAid refrigerator and we are very unhappy. Before we bought, we called KitchenAid's pre-buy unit and advised them that we wanted a refrigerator that would look built-in. They told us to buy a counter-depth refrigerator, from the Architect Series. We have standard depth counters, 24 inches. They also sent us a brochure which showed the refrigerator looking as if it was built in.
When the refrigerator was delivered, we pushed it and it stuck out well beyond the counter - about 3 inches. It most definitely did not look built-in! In order to get the look we wanted, we opened up the wall behind the refrigerator and tried to shave it down to create the flush look we had wanted, but there were pipes behind the refrigerator, and after spending an extra $500, we were back where we started.
I called KitchenAid, and they suggested that a trim kit might do the trick. I asked if they could send me a brochure showing the trim kit." The answer was "no." They have no brochure. I called various dealers in Los Angeles, including several very large ones, and no one had the trim kit in stock and on display. I then said to them that I had tried everything I could thing of to see if I wanted to order a trim kit. So I asked them what I could do to look at the trim kit and see if it would work for me. Finally, they agreed to sell us a trim kit and direct ship it with a right to return it for 30 days.
When we got the trim kit, it was 6 inches too short. When we tried to install it, it looked silly. So we called KitchenAid and they advised us that they don't make trim kits for the Architect Series counter-depth refrigerators. They only make them for their standard height refrigerators. I called and complained. After getting nowhere, I finally reached a supervisor. She said that there is nothing they can do for us. They won't take it back. They won't compensate us. She said there is no defect in the refrigerator. I said we are out lots of money, don't have the refrigerator we want and will be stuck looking at this for years. She said this is not a defect in the refrigerator, but is a defect in their customer service.
Bottom line? Their customer service does a very poor job, their pictures are misleading, they don't have proper parts and they are unwilling to help customers who have problems -- a big, uncaring corporation..
Vicky of Staten Island NY (10/19/01):
I purchased KitchenAid side by side refrigerator from EBA Wholesalers and when I got the refrigerator hooked up, it was not working. Then I called EBA Wholesalers and they told me that I need to call KitchenAid. When I called KitchenAid, they told me that I need to get a technician out, before they can exchange it and I agreed on it.
When the technician came, he told me that the computer board and some other part must be changed and that why the refrigerator is not working. He also advised me that it will take some time to get the parts in. Then I called KitchenAid and explained that I�m without a refrigerator for a week and that the technician doesn�t know when the parts will be available and I asked them me provide me with exchange authorization code, so I can exchange the refrigerator, they told me that they will not do it, that I will have to wait for the part.
I agreed to have the refrigerator repaired and they ordered the part and advised me that I will receive it on Tuesday. When Tuesday came no parts were delivered and when I called KitchenAid, they started giving me a runaround and telling me that I have to be patient. Waited few days, no parts were delivered and every time I called them, they told me that it was mailed and that they don�t even have tracking number.
Then I found out the parts are on back order until next year and they still didn�t want to exchange the refrigerator, they told me to buy another or rent one, until they get the part. Meanwhile I spent $2,348 for refrigerator and $1,500 for the stove.
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