Kleen Rite How Could You?

[Waxman]

Ever since friends here hipped me to Kleen Rite I have ordered more and more and been very happy.

Waxman orders by the pallet, which adds up to thousands per order on most orders.

So I was taken aback when I called today to complain about 2 inferior / defective products; JBS Cherry Scent Additive and a medium cut clay bar for the detail shop and was met with:"don't get your hopes up".

After all the money our company has spent with KR over the years and how happy we have been this came as a shock. I rarely send products back or complain but these 2 items were bad (clay fell apart and scent was not strong and cut the suds in the soap).

Come on Kleen Rite. You're better than this. Fix this like you should.

 

[cmawash]

you can also add hydro spray company which is a equipment supplier to kleen rite, purchased several pumping plants which had warrenty problems. followed up on kleen rite request to send defective parts to hydro spray, 3 months have gone by no response from hydro spray, kleen rite is waiting for a response from hydro spray. kleen rite customer service seems to be sliping

 

[WikiWash]

I agree with both of you. I have been a KR customer for well over a decade and like many of you place bulk orders at a time. I have had issues with getting the wrong part numbers from the sales department. The numbers I got from the sales department I entered into their online ordering. When I called customer service that I received the wrong item it was my fault bc I ordered it online and it was the number I entered. The person that handles the customer service calls has been nothing but rude and condescending. They were suppose to check and follow through with my claim and never got back to me. Also when they don't have what you need and ask you for your contact information for price and availability don't expect them to get back to you. After the 6th time I gave up and looked elsewhere. Nobody stands behind anything anymore let it be suppliers or distributors in this industry, it is a d@# shame.

 

[getnbusy]

Not tryin to throw KR under the bus but I noticed a change in the service as well. It must be growing pains. I never had this problem til they expanded. My biggest complaint is that they no longer send the invoice with the shipment. They claim they email them but I never get them unless I call and ask for it.

 

[Earl Weiss]

You wold think a company like KR shouldleverage their suppliers like the Big Box stores seem to. IF you return an item as defective to the big box store they return it to Vender(RTV) and take a credit from the vender. They don't wait for the vender to honor the warranty, the vender has to eat it as a part of continuing to do business with the big box store that moves a ton of their stuff.

BTW I do get e-mailed invoices so maybe there is a glitch with the e-mail they have on file tied to your customer #.

 

[BBE]

I get the emails too. If you create an online account with your customer number you can log in and view and print all of your back invoices.

 

[Waxman]

just got a call from gary at kleen rite and he took care of everything! thanks kleen rite.

 

[ICEMAN]

I have been a kleen rite customer for 30 years. Problems have occured over that time but they always take care of it in the end. I dont think you can compare kr to big box stores like lowes or home depot, those companies cover many different markets and have huge influence on what is sold. I am sure the carwash industry is a small market for most of kr suppliers and that is the reason for waiting on credit. This is price shopping, know what you want when you order and things usually go well. Sometimes you have to do a little work yourself. With all the money kleen rite has saved me over the years and all they help they provide, i can give them the benefit of the doubt that all will be taken care of. Just supporting a good company.

 

[MEP001]

I've had these issues with Kleen-Rite for years. They've never been a company that stands behind what they sell. I've called numerous times over the years and had someone tell me they'll "look into it" and call me back. They never, ever call me back. I've found it so hard to deal with them over an incorrect item in an order that if I accidentally order the wrong item I just throw the part away and order the right one.

 

[Waxman]

I've had these issues with Kleen-Rite for years. They've never been a company that stands behind what they sell. I've called numerous times over the years and had someone tell me they'll "look into it" and call me back. They never, ever call me back. I've found it so hard to deal with them over an incorrect item in an order that if I accidentally order the wrong item I just throw the part away and order the right one.

call and ask for Gary. he was pretty awesome.

 

[wash4me]

I had a gallon of product that was broken in shipping and they replaced it with no problem.

 

[WikiWash]

I've had these issues with Kleen-Rite for years. They've never been a company that stands behind what they sell. I've called numerous times over the years and had someone tell me they'll "look into it" and call me back. They never, ever call me back. I've found it so hard to deal with them over an incorrect item in an order that if I accidentally order the wrong item I just throw the part away and order the right one.

MEP I share the same experience as you

 

[washnvac]

I have to disagree with the naysayers. I have been with KR since 1994 and one location. Now with five locations, I order 98% of my car wash parts and supplies from them. I always call in to a cs rep because it is faster than doing it online. Product shipping is generally very fast. And when not very fast, it is quick. In 20 years, I have only had one incorrect order and never item(s) missing from my orders. And the incorrect order was a simple mislabeled barcode on the item that caused the packer to ship it. They corrected it immediately. I did once get someone else's order, but they sent a ups pick up right away, and got my order to me.

The only items I have had to return are Flo-Jet pumps. I end up returning one for every two or three I buy. And yes, I do have to wait 1-3 months for my credit because they wait for it from Flo-Jet/ITT. But I am cool with that. We get the absolute BEST pricing from KR, and therefore I do not mind a little give on my end.

They provide crazy good deals throughout the year, and free shipping on orders several times per year. I always order all my heavy stuff on the free shipping--what a bargain!!

So the bottomline is, if you want the super cheap pricing, and fantastic offers through the year just deal with the little aggravation here and there of waiting on a credit.

Or....you could pay a lot more elsewhere.

 

[MEP001]

washnvac, I won't argue that overall Kleen-Rite is a good company, they've always been quick to correct a problem with an order when it was their fault or something was lost/damaged in shipment. But forget custom orders or more info on a product beyond what's in the catalog.

A tip on the FloJets: make sure you tighten the crap out of the screws before you put them into service. Go around and tighten one screw, skip three, tighten, skip three, etc. until you've gone around and tightened each screw three times, and they won't develop a mid-body leak.

 

[Randy]

In all the years that we’ve been doing business with KR I don’t think we’ve had more than 2 or 3 problems with an order and those problems were then care of with no problem. I wouldn’t think of asking them for any technical advice, it would be like asking someone on the street for advice on how run a car wash. If your so unhappy with there service why do you still shop with them?

 

[MEP001]

I wouldn’t think of asking them for any technical advice

I don't see any mention in this thread about their technical advice.

 

[dpessler]

I have been dealing with Keen-Rite since 1990 spent many thousands of dollars with them and just had the same experience. I have two normally closed Dema valves, I think they are 453p and neither will close 100% of the way and therefore leak. On a medium pressure self serve presoak system. I called Dema and a guy told me yes we have had some problems, send them back to Kleen-Rite. Over a month goes by and no phone call, email or anything. So I called Kleen-Rite and a lady said she will check into it. She called back and said the owner at Dema has to look at them and he is the only one that could give credit. Last week got an invoice from Kleen-Rite for the shipping to send them back to me because the credit was denied. No reason No phone call No email. You can blow air though these solenoids with no power to them so they are obviously bad. I'm going to call Kleen-Rite and Dema, but I know I'm wasting my time.

 

[Earl Weiss]

I know big box stores "RTV" (return to vendor) stuff that customers claim is defective. I am guessing they move a volume of products and have the leverage to tell mfgrs to eat it and take a credit. It would seem KR could / should have the same leverage with suppliers.

 

[mac]

Wiki Wash, not every distributor is as you have painted them. There are still a few of us that do stand behind what we sell. It's sometimes painful, but I sleep better.

 

[MEP001]

I have been dealing with Keen-Rite since 1990 spent many thousands of dollars with them and just had the same experience. I have two normally closed Dema valves, I think they are 453p and neither will close 100% of the way and therefore leak. On a medium pressure self serve presoak system. I called Dema and a guy told me yes we have had some problems, send them back to Kleen-Rite. Over a month goes by and no phone call, email or anything. So I called Kleen-Rite and a lady said she will check into it. She called back and said the owner at Dema has to look at them and he is the only one that could give credit. Last week got an invoice from Kleen-Rite for the shipping to send them back to me because the credit was denied. No reason No phone call No email. You can blow air though these solenoids with no power to them so they are obviously bad. I'm going to call Kleen-Rite and Dema, but I know I'm wasting my time.

I stopped using the Dema high-pressure valves due to their high failure rate and have had no problems with these:

http://www.dultmeier.com/products/search/6027