Complaint Review: KitchenAid

We bought a KitchenAid Superba side-by-side refrigerator as part of a home renovation project in 2002. This is the stainless steel top of the line unit with factory installed icemaker and water dispenser.

We have had problems with the unit cooling properly since we got it. Factory-authorized service technician has attempted to fix it three times, but the problem is really an undersized cooling system that allows ice to build up on the blower outlet and plug it. This system looks identical to the one on our much smaller Whirlpool.

But the real problem is the poor design and poor quality of fittings/assembly on the icemaker water dispenser unit. KitchenAid used PEX tubing and fittings. On our unit, the fitting under the unit failed one night in October 2006, flooding our kitchen floor and causing over $7000 in damage to the floor and house. We had the unit inspected and repaired by factory-authorized service, who replaced the fitting with new factory parts. Less than a year later (August 2007) the water line failed again at the same (new) fitting. Another $5000 in damage. Our service tech said this was a problem with these units!

We contacted KitchenAid by email - they denied any problem with the refrigerator and refused when we asked for a replacement unit. We persisted, and eventually a person in "management" called back and told us that they had never heard of this problem before and again refused to do anything about it. They then contacted us and told us our complaint was "closed"!

Don't buy from these people. They had a great reputation for dishwashers years ago, but their attitude seems to be if you're stupid enough to buy their product, you must be stupid enough to buy whatever crummy excuses they give you for shoddy design/construction. If you were foolish enough to buy one of their refrigerators, disconnect the icemaker line - it is a flood waiting to happen.

Gringo
Lexington, Massachusetts
U.S.A.