Klein's Brand Source - 10338 Lincoln Trail, Fairview Heights

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Reviews about Klein's Brand Source

• Lindsay Steely
  ★ ☆ ☆ ☆ ☆
  After shopping with Klein’s for 5+ years, the customer service I experienced today will not bring me back. I purchased every major appliance in my home from Klein’s 5 years ago while building my house, my refrigerator, dishwasher, stove, microwave, washer, dryer and recently an additional refrigerator for my basement. For the last year, Klein’s has been out 6+ times for my kitchen refrigerator that is only 5 years old this month. This past summer I paid $300+ to replace the only 4 year old built in ice maker. I wasn’t happy about that, but moved on. Not too long after I had more problems with water lines in the fridge freezing and the fridge not making ice or water coming out of the front dispenser. Before today, the last time they were out was the fall of 2017. At that time, they diagnosed the fridge as part of a Frigidaire recall. I paid no trip charge and Frigidaire shipped me parts that Klein’s then installed. Came home this weekend to the ice maker not making ice again. Called Klein’s to come out. First, as a single mom working 20 min from home, their “we’ll call you the day of your appointment to give you a 2 hour window” is not convenient at all. Luckily a generous neighbor was able to come over while the technician was there. She said he defrosted the fridge and would call me. I never received a call from the tech. Just the office calling to collect their $75 trip fee. I was not notified ahead of time that there would be a trip charge. Had I been told that, I would have disputed it as it was similar to the issue I had a few months before that turned into a recall issue. The time before I also did not pay a trip charge. The tech said, at that time, to not pay anything. He would call Frigidaire to ensure it was part of the recall. I assumed it would be handled the same way. Instead their service dispatcher, LeAnne insisted I had to pay the fee so they could call to verify the recall. I told her I would call Frigidaire to verify the recall if that’s why they were charging me. She was not receptive to that idea. I asked to talk to a manager as it wasn’t her call to waive the fee. In comes Doug... I have never dealt with a more unprofessional “manager.” He was the type that would ask you a question and then not let you answer it. He knew all the answers and cut me off anytime I tried to get a word in. My point the entire time was to handle it the way it had been handled in the past. Diagnose the problem, verify the recall. If it’s not a recall, I will gladly pay the $75 trip charge (even though nothing was fixed) and move on. He said I needed to call Frigidaire myself, which I tried to tell him I already said I would, but he cut me off. I made the mistake of asking him for the number. His response was you’ll find it on the fridge. Never again will I buy from or have this company service my appliances. This is very sad to me, because as a local small business owner and Chamber member I support and refer small businesses all the time. But the customer service I have received today was ridiculous and not how I or anyone else should be treated.
  
  Update 3/30/18 - I have been working with one of the owners, Lynn, to get this resolved. Today, I was called by Doug to tell me I was on the schedule for them to come back out, but I had to take down the review before they would come. I said I would revise my review once the issue was resolved. I asked to speak to Lynn. After my initial dealings with Doug, I asked not to deal with him again.

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