I work for the largest heating and air-conditioning company in the world. I am a field…read moretroubleshooter with 40+ years of experience.
My gas-log stove died due to lack of replacement parts after 25 years. I researched models online and found one that matched the dimensions I require. I visited Kegerreis because they said the model I wanted was in stock. I did not require installation.
My wife and I visited on a Saturday to confirm the showroom model matched the dimensions I require, and that my wife was happy with the product.
After confirming, I asked if this was something we could purchase today. The salesperson said yes. We placed the order, explaining that it needed to be compatible with propane. We also ordered common parts that typically fail in gas-log appliances. We paid in full, using our credit card, (with a 2.4% added credit charge), and asked if we could load it from there, and they said "no, it's not in stock here, it's in our warehouse and they don't work on Saturdays." We could pick it up Monday.
We called them Monday, and they said it is not in stock in the warehouse, they would have to order it. It will be here in 3 weeks.
Four weeks later, at the end of the month, they charged me the full amount on my card. We assumed this meant the product was in. My wife called and they said "no, it's not in, and we can't be expected to call every customer."
I get it, end-of-month is when your numbers need to look good. 2 more weeks and we picked it up.
I installed the appliance and took note that the data tag specified natural gas, not propane. This is common. There is a simple retrofit kit to convert it. As there was no kit in any of the parts boxes, I guessed that they installed it. It is nearly impossible to be sure merely by looking at it. I test-fired it, and it was clearly set up for natural gas.
I researched the conversion kit and obtained the specifications of the new orifices. I ordered a kit from an online source, but I also called Kegerreis and explained that I needed the conversion kit, and they assured me it was in the boxes of parts that I received. They said it is small and easy to miss. I told them it was not, but I didn't care, I would pay for another one to expedite the process and get the thing running. They had it in stock. They charged me for the kit (with a 2.4% added credit charge).
I deal with parts and shipping delays all the time in my job. Blaming Covid is the new go-to excuse. I understand and expect delays, but I don't understand how you can't know your own inventory. Although the missing part was a trifling issue, it is short-sighted in business not to lean the customers' way.
They are just another business; they suffer from the "Small Family Business Curse." They feel the need to scrape every penny towards themselves and dislike dealing with customers.
I have no reason to deal with them again and will travel any distance in the future to avoid them. In the end, they provided what I paid for, so they don't stand out as horrible or great, hence 3 stars.
