My husband and I purchased all of our kitchen appliances at Kelly's a year ago except for our fridge, so when asked if we wanted the warranty we said yes. Jeff Kelly (one of the owners) told us to get the warranty through Kelly's for our fridge even though we had purchased it at Sears. He talked us into adding it to the warranty and told us not to worry that he would just add it to the warranty with the other appliances and it would be much cheaper then Sears would charge. A year later when we called Warrantech (the company Kelly's uses) because of a faulty ice maker they said they had no record of a warranty for a fridge and that Kelly's sometimes ""forgot"" to fill out the paperwork required to start the warranty. When we talked to Kelly's about this they denied it and said that the fridge was fully covered. They then offered to take care of it. Almost 3 months later, and after calling Warrantech almost every day sometimes 3-5 times a day and never reaching a real person, Warrantech decided to deny our claim because we didn't purchase the fridge at Kelly's and they didn't have proof of purchase (even though we faxed and emailed the receipt to them multiple times). By that time our fridge had totally shut down (the fan burned up because of a broken door on the ice maker which in turn burned up the compressor) and a fridge full of spoiling food. The lady I left messages for Liz Diaz at Warrantech, was supposed to be the manager but never once called me back and neither did anyone else there. I did get emails that told me she was working on our claim but they got progressively more disrespectful and rude as more time went by. After a bit of arguing, Kelly's said they would refund our money for the fridge warranty but as you may know, you cannot purchase a warranty after a year has gone by on a broken fridge. We said that we wanted the fridge fixed so they bought an after market 1 year warranty through Sears and a 2 weeks later our fridge was finally fixed. When we asked Kelly's what we would do if our fridge broke again in the next four years we were told ""we think we have taken care of you to the best of our ability and have been very helpful."" Well...for us there is a big difference between a 5 year warranty and a 1 year warranty so NO they didn't take care of us. I called the owner and left a message to have him call me back about the situation, my husband and I went in to the store and spoke with the salesman and he said he would take care of it and get back to us, and I spoke numerous times with the lady who does the warranty work upstairs and she said she would speak to Jeff Kelly but didn't think they would do anything else. I never heard back from anyone...I guess they just figured the fridge was fixed so we should be happy. We are not happy. Watch out, the sales people know just what to say to make it seem like they care and they are listening but don't let them fool you...they don't.
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