L.H. Brubaker Appliances, Inc.

As of Wednesday this week, we received the new duct cover and went out to the customers home at 5:15pm. I am told by my manager and assistant manager in Mechanicsburg that the customer is satisfied. The following is a little statement from our manager about this
situation. As we discussed this job has since been satisfied. It was our effort to provide the best service but we were caught up with the bad performance of an employee who no longer works for us. He continually deceived us on this job as Roger scheduled him to be there many of the times that became missed appointments. Additionally, The duct cover that was being used had damage that was out of our control. We attempted two times to get the additional part custom made to satisfy this client but the sheet metal companies product was unsatisfactory to us and the client. We had to reorder the complete item from the manufacturer but it was on back order and we were forced to wait. We are very sorry for everything that had transpired not only for the customer but our company as much time and money was wasted throughout this untimely process. We have reached out to the customer and their builder many times expressing our concerns.Sincerely,Ed

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The business(LH Brubaker) is now outright lying in regards
to us being verbally abusive to call takers, service manager and owner I since had other people come forward to tell
me similar interactions involving bulling and intimidation. The teaspoon/tablespoon argument is
childish. We used less detergent as instructed with
the same results. A refund was received
for the dishwasher but not install fee that was $We should not have to be responsible
for the company installing a non-functioning product and being unable to
service it. The service person that
removed it was very nice and professional, it is a shame that most of his “superiors”
are not the same and maybe we would not be in the same predicament if they were
To resolve this issue we will need a check of $140. I should demand a public apology
Regards,
*** ***

To whom it may Concern; On or around 4/19/the customer
placed an order with our company, on this order he agreed to purchase
a *** *** Speed Oven/Wall Oven Combination unitOn 4/24/we went to the customer’s
home and acquired the needed measurements for the wall oven they
were
desiring to purchaseWe do this at times for our customers, the
customer was not charged anything for this service.On 6/5/we went to the customer’s
home and installed the *** unitAfter spending 2-hours
modifying the cabinet in order to be able to install the wall oven
our delivery men recognized a small scratch/dent on the front of the
speed oven doorIt was noted on the paperworkAlso at this time
they also noticed damage to the inner door of the oven where some of
the porcelain was chipped offIt was at this time the customer
pointed out damage he said we created to the existing refrigerator
doorTo compensate the customer we removed all the installation
charges from the contract totaling $He also mentioned to us
that they were also in process of replacing that refrigerator, so he
was pleased with the elimination of the install chargesIt should
be noted that our installation personal do not recall seeing or
making any scratches to the refrigeratorThe attached picture show
the scratches to the refrigerator and how we think $is more than
fair for them.After a few days of having the
appliances in the home the customer called wanting the appliances
fixed or exchangedIn order to accomplish this as soon as possible
we removed the doors off of our brand new pieces still in our
inventoryThe assistant manager then went to the customer’s house
and replace the damages doors with new doorsAfter this replacement was done the
customer was not satisfied with the control panel that he believed
was “wavy” when he looked at it from across the roomAt this
time we placed a service call to order a new control panel, even
though the control panel looked normalTo be clear there was no
damage or wave to the control panel, but the customer insisted there
wasOur manager then cleaned the appliance again, making sure the
customer was satisfied with the replacements, minus the control
panelHe expressed his pleasure at the time and we now were waiting
for the control panel to come from the manufacturerAbout two weeks after this the customer
called back to our Mechanicsburg location and remarked that nothing
will make him happy or satisfied and thus requested us to remove the
*** unit and give him a full refundWe agreed to remove the product from
his home and as is company policy we charge a restocking fee for
appliances that are new and in good working order, especially if the
piece was ordered special for the customerWe have negotiated
restocking charges in the past, if it is stocked appliance,
which this appliance was notAll built in products like wall ovens,
cooktops, speed ovens, etc, are all special order and only get
ordered at the request and subsequent order of a customerA
restocking fee is charged especially for these types of appliances,
because it was special ordered, installed in customers home, and now
with no box we have absolutely no way of returning this to the
manufactureIt becomes a special order appliance in our inventory
This appliance was fixed as if new from the box and we were waiting
for service to replace a control panel that was not damaged, but was
being switch per the customer’s request.We have done everything the customer
has asked even being will to replace things not damaged, with the
exception of not charging him a restocking charge.After all this on 8/23/the
customer came into our Mechanicsburg location and created a small
scene over the restocking chargeAt this time he threaten to take
his complaint viral on every possible way to make sure everyone knows
his opinionWe feel have gone above and beyond for
this customer, we realize that not everyone is happy all the time, in
order to hopefully retain this customer we are willing to reduce the
restocking fee from 20% to 10%The $dollars waived immediately
after installation we feel is proper compensation for the scratches
to the existing refrigerator

Although we completely disagree with the customer on their last response, we are sending to the customer the desired refund We realize that this disagreement could continue for a long time and this needs to be settled.The customers refund was sent, and should be received by the customer in a couple days

As a company we make every effort to repair appliances purchased from us and at times this requires more than one attempt When we repair appliances we follow the instructions given to us by the manufacturer, in this case we did all the things the manufacturer asked which ended up with them having their original appliance replaced with a new unit As a company policy we do not refund a customer for the purchase of their appliance when it can be repaired under warranty, especially when the customer intends to keep the appliance in their home

October 26, 2017Dear ***,We received the complaint ?led by *** ***On 10/17, I talked with *** andthoroughly explained the bill that he received for the installation, and his original quote (that hesent to me, but neglected to send to you).There is no mistake by usThere is
no miss-quoting by usEverything was up-front and quotedin writing, and *** *** is not giving you the full storyHe has in his hands the original quoteshowing installation as an additional charge.Exhibit A: *** *** faxed this to me on 10/23/When he had called us and was complainingabout receiving the installation billHe said he was never quoted installation as an extra chargeand he expected the installation to be included in the price of $If you look on theattached (A) you will see we clearly quoted “$per hour plus materials”Of course, we cannotpre-bill this amount because we do not know what the charges are until the install is complete,and then we send out an installation billWhich he received.Exhibit B: The total of the sale of the product, with the now known installation charge, showingwhat he paid and the balance left, which is the installation charges.I explained this to him, showing him that he was quoted installation as an additional charge, and it is in Writing, and in his hands (because he sent his copy to me via fax).May I also say that while we were installing the product, *** *** told my installer (JoeD***) that the sales person (Evan P**) agreed to “chlorine shock his RO System” while Wewere thereThis did not sound correct to my installer, with no mention of it anywhere on thepaperwork, so Joe called EvanEvan immediately told Joe to do “no such thing”, because thatwas not discussed, nor was it agreed uponEvan immediately called *** ***, and asked Whatis going on, and *** *** said, and I quote “I thought it would be a good idea if your guys would shock my RO System While they were here”Evan said that was not discussed noragreed uponIt seems that *** *** made an additional claim and statement.This is a very simple situationWe quoted the installation up-front, as an extra charge, time andmaterial*** *** will need to make full payment on his installation bill and he has days tomake that payment from the billing date.Thank you for your assistance.Sincerely,Donald FSr.President

At this point in time, we believe we have done all we can do to satisfy the customer We gave them a full refund on the Dishwasher We as a corporate policy do not refund labor to install productsAs the request for install is always the customers choiceHere are some more details regarding the transaction involving this customer:
They first saw the Dishwasher at a big box store They came to our store looking for and requesting that exact model(We sell very few of the model they wanted)
They strong armed us for the price we sold it After removal - LH Brubaker tested the dishwasher in our shop with are trained tech, and still needed to run it many times to get the soap out of the machine, to much soap was used as well as to much rinse aid which caused the issues the customer is complaining aboutIt is very unfortunate that the customer is disappointed with the product, but the facts are they chose the dishwasher, asked LH Brubaker to install it, proceeded to use it incorrectly, and now accuse us as if it is our problem We strive to be the best and do the best for every customer, but in this circumstance we feel we did our best to satisfy the customer

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Once again this is the co owner *** *** trying to bully us and supplying untrue informationCiting "Corporate Policy" is not a reason to deny a full refund. Lets address his argument since it just furthers my point of the culture being one hostility and doing what it takes for the bottom line. I will respond in BlueHere are some more details regarding the transaction involving this customer: *** *** cannot speak any truth on the initial transaction since he was not there at the time They first saw the Dishwasher at a big box store. FALSE. We went right to LH Brubaker assuming they were a small business with good customer service They came to our store looking for and requesting that exact model(We sell very few of the model they wanted) FALSE: We selected the model there based on features and what the sales personal told us They strong armed us for the price we sold it. FALSE: We paid the price as advertised on the showroom floor
After removal - LH Brubaker tested the dishwasher in our shop with are
trained tech, and still needed to run it many times to get the soap out
of the machine, to much soap was used as well as to much rinse aid which
caused the issues the customer is complaining about. This last statement proves that the machine does not, and never worked correctlyToo much soap only causes suds to build up, it does not, should not prevent the dishes being cleaned
Regards,
*** ***

As of Wednesday this week, we received the new duct cover and went out to the customers home...

at 5:15pm.   I am told by my manager and assistant manager in Mechanicsburg that the customer is satisfied.   The following is a little statement from our manager about this situation.
 
As we discussed this job has since been satisfied.  It was our effort to provide the best service but we were caught up with the bad performance of an employee who no longer works for us.  He continually deceived us on this job as Roger scheduled him to be there many of the times that became missed appointments.  Additionally, The duct cover that was being used had damage that was out of our control.  We attempted two times to get the additional part custom made to satisfy this client but the sheet metal companies product was unsatisfactory to us and the client.  We had to reorder the complete item from the manufacturer but it was on back order and we were forced to wait.  We are very sorry for everything that had transpired not only for the customer but our company as much time and money was wasted throughout this untimely process.  We have reached out to the customer and their builder many times expressing our concerns.
Sincerely,
Ed

I recently purchased brand new appliances through this supplier worth a total purchase of over $25,000 for my home renovation. It was the only dealer in the area that my remodel company was working with that provided the style of appliances I was looking to purchase. While the shopping experience went well, the installation and service of the appliances did not go so well. When the appliances arrived and were installed one of the switches on the vent a hood was not functioning so I was told I would be given a service order. I was a little surprised that I would now be a service order instead of an appointment at my convenience to fix an item that was defective from the factory immediately. Several days later I noticed that one of the $300 racks in the oven I purchased was not sliding in and out properly. I contacted the dealer and was told I would once again receive another service ticket with a new oven rack. Luckily they could put the service tickets together so that the parts would be fixed at the same time.
The installment of the appliances was 5/26/2016
The first appointment day to fix both issues 6/8/2016 - this is a morning or afternoon time they don't give exact times. It's like working with C[redacted] or V[redacted]. They cannot give you an exact time since it is a service call. They arrived with the wrong parts for both products and could not fix anything. Therefore, I needed another service ticket.
Next appointment 6/21/2016 they cancelled the day before because they did not have all the parts needed.
Next appointment made for 6/28/2016 for the afternoon. I just received a call and said they could be here between 8-9 am. I am not available at this time. Last week when I made the appointment I was told it would be after noon. So, now I am told that I will have to wait until July 5th for the next appointment. 5 weeks after the installation of my appliances.
I have asked to speak to a manager and am told that I may or may not get a call back today.
Why is my issue a service call? This is a brand new product that has not worked since I received the item. Luckily I am not working a full time job at the moment in the attempt to get this renovation completed. So I don't have to take all this time off from work for all these day time service calls. However, my time is just as important as anyone else's time. I am extremely displeased with the service I have received from this appliance center and would not recommend them to any of my friends, family members or my husbands work partners.
I recently purchased a washer and dryer and made sure I did not go to LH Brubaker for the above reason.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Complaint: [redacted]I am rejecting this response because: The original "QUOTE 20296" (which was sent to Revdex.com with original complaint, but I am attaching again for verification) states on the bottom line "REMOVE OLD SYSTEM AND INSTALL NEW." The "mis" item on QUOTE 20296, which I was supposed to understand was the installation charge, does not include any mention of installation. While Mr. F[redacted] deals with his paperwork every day and understands his normal procedures.,this is the first time I have purchased a water system. I based my purchasing decision on the plain English understanding of "REMOVE OLD SYSTEM AND INSTALL NEW" as part of the quote with no clear explanation otherwise.I believe this is an honest case of miscommunication which both of us may have been able to handle better.  I would consider paying half the disputed charge to settle the issue.Regards,[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
I feel this is bad bussiness along with quit an inconvienence, this is not by far my error I am very unhappy and will never give bussiness to them again.                                                            Thank You for your quick response                                                           Still not satisfied with this matter.                                                           [redacted]
 
Regards,
[redacted]

Great Job! Nothing else needs to be said!

We had a visit today for an appliance repair for a complex refrigerator. It was handled with skill and good humor by Doug. He diagnosed the problem and fixed it so that it is working perfectly again. We bought the appliance from Brubaker and have had a very positive opinion of both sales and service staff. I would definitely use them again and highly recommend them.

mso-bidi-font-family: 'Times New Roman'; mso-bidi-theme-font: minor-bidi; mso-themecolor: dark2">Since 1932 our goal has been to satisfy customers with quality products and quality service after the sale. This customer requested service on their dishwasher with the complaint of “food particles on the dishes after the cycle is complete”. Our experienced technician examined and found that there was an excessive amount of soap detergent residue due to using too much detergent with their soft water. The customer’s father was present as our technician ran the dishwasher through 5 cycles in order to remove all the excessive soap build-up on the inside of the dishwasher.
 
The [redacted] dishwasher only uses 4.5 gallons of water during the wash cycle so it is imperative that the proper amount of soap is used. The customer admitted to using 3 tablespoons of detergent, which is well beyond the amount that should be used. The customer was asked to use only a teaspoon of powder detergent because of their soft water. Dishwashers in the past have used 12-15 gallons of water, but government standards have decreased the amount of water allowable for a dishwasher. This is the reason that the amount of soap detergent is so very important in the cleaning process.
 
During the interaction with our company, the customer verbally abused the company call taker, the service manager, and the owner of our company and continues to share non-factual information through the social media. This morning on 06/19/14 at 7:00 am, the dishwasher was removed from the customer’s home and a check for the full price of the dishwasher was handed to the customer.  This issue is resolved in the manor that was requested by the customer.

When service was required team was prompt and very professional. Fixed issue quickly.
Pleasure to work with.

In response to the complaint this is our information concerning these events:On 2/06/2016 the customer purchased the [redacted] front load washer.On 2/11/2016 LHB delivered and installed the new washer.On 3/4/2016 the customer called in that the washing machine was making a loud noise 1/2 of the...

time it would run, and sometimes would not even start.On 3/8/2016 LHB went out to service and correct the noise and starting issues the customer was concerned about.  The service tech found that the door was not latching properly, causing the machine to not function properly.  At this time the tech ordered the parts to fix the door latch.  On 3/14/2016 LHB returned to the customers home to replace the door latch, it turns out that the door latch was not the issue and and order door hinges to correct the issue.On 3/21/2016 LHB returned to replace the door hinges, the service tech also adjusted the door boot and instructed the customer to run hot water cycle through the machine to help seat the door boot and create a better seal.This did not correct the issue so the Service manager called [redacted] for an exchange, and given all the issues was granted an exchange for this customer.  On 4/6/2016 LHB delivered and installed a new [redacted] to the customer and removed the unit that was not working properly.On 11/29/2016 the customer again called in with a similar issue of the door not closing properly.On 12/1/2016 LHB went to the customers home to check the issue and diagnosed that the issue is the board controlling the closing of the door.On 12/8/2016 we are returning to the customers home to install the new board and correct the issue.It is important to note that, although this has been an inconvenience for the customer, LHB has been very attentive to their concerns and have made every effort to keep them satisfied including having a new machine delivered and installed also in all of this the customer has not been charged any money as all the repairs have been under warranty.  Since the customer has not had to spend any money for the repairs and new machine, to ask for a refund of the original purchase is not a fair request.  We will continue to repair any appliance under warranty for no cost to the customer as this machine has been.Thank you for your time.

Review: Comany sold us a [redacted] dishwasher that does not clean. Having 2 children and both work full time jobs we need the dishwasher to work everytime, without fail. I fear that we will become sick from food residue or left over soap. After 2 service calls and photo proof and showing them in person that it does not work they will not refund our money. My wife (A very small woman) visited the showroom to show results of the dishwasher and 2 visists. [redacted] insulted her by showing her how a dishwasher works and made it sound as if it is somthing we are doing. He then bullied her into allowing another service peson to come and look at it. When I tired to tell them on the phone to just remove the dishwasher I was yelled at and told they would not. At this point in time I no longer trust this company in my home.Desired Settlement: I would like the dishwasher removed and a full refund for both the dishwasher and instilation.

Business

Response:

Since 1932 our goal has been to satisfy customers with quality products and quality service after the sale. This customer requested service on their dishwasher with the complaint of “food particles on the dishes after the cycle is complete”. Our experienced technician examined and found that there was an excessive amount of soap detergent residue due to using too much detergent with their soft water. The customer’s father was present as our technician ran the dishwasher through 5 cycles in order to remove all the excessive soap build-up on the inside of the dishwasher.

The [redacted] dishwasher only uses 4.5 gallons of water during the wash cycle so it is imperative that the proper amount of soap is used. The customer admitted to using 3 tablespoons of detergent, which is well beyond the amount that should be used. The customer was asked to use only a teaspoon of powder detergent because of their soft water. Dishwashers in the past have used 12-15 gallons of water, but government standards have decreased the amount of water allowable for a dishwasher. This is the reason that the amount of soap detergent is so very important in the cleaning process.

During the interaction with our company, the customer verbally abused the company call taker, the service manager, and the owner of our company and continues to share non-factual information through the social media. This morning on 06/19/14 at 7:00 am, the dishwasher was removed from the customer’s home and a check for the full price of the dishwasher was handed to the customer. This issue is resolved in the manor that was requested by the customer.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The business(LH Brubaker) is now outright lying in regards

to us being verbally abusive to call takers, service manager and owner. I since had other people come forward to tell

me similar interactions involving bulling and intimidation. The teaspoon/tablespoon argument is

childish. We used less detergent as instructed with

the same results. A refund was received

for the dishwasher but not install fee that was $140. We should not have to be responsible

for the company installing a non-functioning product and being unable to

service it. The service person that

removed it was very nice and professional, it is a shame that most of his “superiors”

are not the same and maybe we would not be in the same predicament if they were.

To resolve this issue we will need a check of $140. I should demand a public apology.

Regards,

Business

Response:

At this point in time, we believe we have done all we can do to satisfy the customer. We gave them a full refund on the Dishwasher. We as a corporate policy do not refund labor to install products. As the request for install is always the customers choice.

Review: I ordered a microwave from LH Brubaker through our builder. In hindsight, my husband and I decided that we wanted to change to a smaller size microwave. After speaking/emailing with the salesperson, he recommended a ** Profile microwave. I did online research on the recommended microwave and saw many people list issues with this particular model. I sent my concerns to the salesperson and he stated that he had never seen issues with this model and that LH would take care of any issues if they arose. I went to the store and exchanged the microwaves in early January 2013. On January 21st, 2013, the microwave was installed and the door did not work, which was one of the issues I saw online. I emailed the salesperson and he said it could be fixed and he would set up the service appt. and they would call me soon. I never received that call, so I called LH to find out what happened. The sales room said that my service request was submitted but the service team said they had never even heard of me. I called several times and spoke with the service manager and service specialist to identify and clarify the issues we were having so they could figure out if they needed to send out a technician or just replace the microwave. On 1/23, speaking with a service rep, [redacted], I was told that they would finally fix my microwave on 1/29. I was then called again about rescheduling due to bad weather for 2/4, between 12-3. On 2/4, I called again and they confirmed that they would be coming out to my house. At 3:30, I called again and was told I was not even in the system. In speaking with the service manager, he told me that I was incorrect that the woman who called would give me a timeframe last week for the service call. Basically, he called me a liar. I am so upset by this because I booked the appointment in my calendar WHILE I spoke to her. I would not have made up the time. In all it didn't matter because I wasn't even in the system. Apparently, after they called to reschedule to 2/4, they just dropped my service request. Now, the service manager, will 'see' if he can get someone out tomorrow - all this after insulting me.

1. I was concerned about this model from the get -go but was assured by the salesperson that it would be fine

2. I have called many many times to get this resolved ; to no avail

3. When I actually get an appt, the service calls gets dropped from the system

4. I can't find one person to own the resolution to its end

5. The service manager was rude

6. The sales and service teams don't seem able to communicate to each other

7. There is no history of the conversations I had with their teams, so they don't even know what they are fixingDesired Settlement: I would like an apology from the service manager and I would like my microwave repaired when they say they are going to repair it. I have wasted hours calling and waiting for LH Brubaker to show up and do the right thing.

Business

Response:

To Whom It May Concern,