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Appliance Repair reviews in Vineyard Haven

  • F
    Crane?s Appliance put me in real jam this summer and put my small rental business at risk. I own and manage a rental house on Martha's Vineyard.
     My dishwasher door was leaking. The hardwood floor beneath was starting to warp. I have been renting my house to summer vacationers for about fifteen years and it?s a great house. I take care of it. I respond quickly and aggressively to any problems. But I did not know there was a problem with the dishwasher until a weekly summer guest called me.
    I called Crane?s to ask for service. Crane?s is the appliance dealer who sold the dishwasher to me about four years ago. I purchased all seven of my house?s appliances from Crane?s. The service rep I spoke with set up an appointment for fourteen days later, saying that it was a busy time for them and that would be their "maximum window." She said that the company required my credit card information in order to schedule service. She also said that if one of their service technicians had some extra time sooner, they would come sooner. So after four days, someone came to the house. I could not be there; I had given the lockbox code number to the appliance service rep. But the service technician reported that he ran the dishwasher and detected no leak. So he didn't repair the door (didn't do anything) and left.
    Some time later another family of guests moved into the house. When they ran the dishwasher, the door began to leak. They stopped the dishwasher and called me. Of course I called Crane?s back to complain that their service technician did not fix the problem. I was astounded that their service rep told me that they could only schedule me for another 14-day maximum
    window and that I would be subject to another service fee. The service rep wouldn't proceed with scheduling me until I gave her my credit card information again so that, according to her, they could charge me the second service fee.
    I felt a little trapped because I knew of no other appliance service companies who served the Vineyard. I went ahead and scheduled a second service call with Crane?s and this time waited five days. After that I began searching on-line to try and find someone else. Through Angie?s List I found a former appliance dealer on the island. It turns out that they only stopped selling appliances. But they still repair them. I called them. I explained the situation to them and they sent someone out the very next day. Their technician
    took one look at the dishwasher door and saw that the latch wasn't completely catching. He made some adjustments but also saw that the dishwasher unit was situated a little too far into its space so that the door was being restricted by the countertop above. What a simple thing! But he figured it out without even running the dishwasher. He pulled the dishwasher unit back a bit and that
    solved the problem.
    Once I learned that the dishwasher was fixed, I cancelled the second service call with Crane's Appliance.
    The leaking dishwasher made our summer rental season difficult. We have lost one family of guests (they say they won't be returning) because of it and a couple of others are disgruntled. One guest told me that she thought we weren't doing enough to get an appliance service person there that knew how to solve the problem. We feel badly and will do our best to make amends.
     The second appliance repair company did not insist on an advance credit card payment. They took my name and address and sent me an invoice. Satisfied with their service, I sent them a check. That?s the best way to treat a customer. Send them a bill and expect payment if they are a satisfied customer. Moreover, the amount that they charged was considerably less than the service call that Crane?s charged for.
    I sent a letter to Crane?s asking for a refund. In a few days I received a phone call from a Mr. Bob Crane. He asked me to send him a copy of the invoice from the second company. I did so and in a few more days, he called back. He was quite defensive, saying that they guarantee their service work and would have returned at no charge and would have made things right. I told him that I asked their service rep that very thing and that she was unaware of any guarantee. I explained to Mr. Crane that the service rep said that I would have o get back into the 14-day cue. I also told him that she insisted on taking down my credit card information. When I protested, she said that this was the company?s policy.
    Mr. Crane said that I couldn?t be accurate in my accounting of my conversation with the service rep. He said that ?they would have come out to the house right away and would have made things right.? It became an argument in that he implied that I rescheduled a service call without telling the service rep that they had not fixed the problem in the first place. Nothing
    could be farther from the truth.
    Mr. Crane also told me that with ?summer on the Vineyard,? their response time is slow. That I should understand that it is ?summer on the Vineyard.? I know I made him a little perturbed in saying that summer occurs on the Vineyard with some regularity and that the second appliance repair company came within hours after I called them.
    Finally Mr. Crane said that I should have called someone else in their company rather than their service department. I?m still trying to make sense out of that statement. They have no follow-up. When they came to my house and found no problem, they didn't call me. They didn't keep me in the loop like good service companies do.
    The offer Mr. Crane made to me was to refund half of their service call fee. He said that perhaps the dishwasher leaked part of the time and not all of the time and that perhaps the machine was not leaking when tested by the service technician.
    My position on this is that dishwasher did not need to be tested for a leak. The only testing that was necessary was to open and close the door. The second service technician determined immediately that the door was not clearing the countertop. Apparently the dishwasher, when operating, had moved (vibrated) a little too far under the counter. The countertop was subtlety restricting full closure of the door ? sometimes but probably not every time the door was closed.  The dishwasher itself did not need to be tested for a leak. All that was necessary was to inspect the door and its movement.
    I am not happy with Mr. Crane?s offer of refunding half of the fee. He says that the company guarantees its service. If that is true, I
    should receive a full refund. I am not so much unhappy that the Crane?s service technician did not identify the problem but that Crane?s response time is so slow. I lost guests. Imagine staying in an expensive rental house on summer vacation and having to wash lots of dishes by hand. That?s too much of an inconvenience for our customers. I am not satisfied with the service that
    Crane?s Appliance provided.
    Mr. Crane says that by not paying that I am trying to get a free service call. Something for nothing. That?s really not it. It?s true that
    I paid for something that I did not get. But time was really, really important. The real problem is that they let me down because they are unacceptably slow. It was an urgent situation but not an emergency. I keep thinking that if it had
    been an emergency with an appliance what would have happened?
    I initiated a dispute with my credit card company against Crane?s. I shouldn?t have to do that. If I am not a satisfied customer with a
    good reason not to be satisfied, I should get a full refund.
     
     
     

    - Ken W.
  • A
    They are polite and quick. They are good diagnosticians. I have never had any problem with them. They were here within hours of my initial problem.
    - Elizabeth S.
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Appliance Services in Vineyard Haven

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