Agren — Attraction in Auburn

I have waited to write this review because I really hate to leave a negative review for a local business, but Agren has left me no other choice. I also plan to file a complaint with the BBB. I’ve purchased 9 appliances from Agren in the past couple of years. Recently, I purchased a new fridge. The fridge arrived and was damaged so they took it back. No problem. Except that when the new fridge was available, they delivered it but didn’t install it, despite my having paid for delivery install. After several attempts to get them to install the fridge, I gave up and had it installed by someone else. After a lot of effort, I finally got a refund of the delivery/install fee. I also purchased a dishwasher, which they installed improperly (I paid approx $200 for installation) and had to send a different technician to fix it.

As for the fridge, it stopped working within a few months. Agren came out and said the door needs to be replaced. That was on 4/11. They said they’d call us to schedule a service but didn’t install not. Yesterday my husband waited on hold for 22 minutes waiting to reach the service department before giving up because no one answered. I contacted the sales department (which answered almost immediately) and they had the service department call me. The woman from the service department was extremely rude and said she could not give me a timeline of when the new door would arrive, except to say that it would be “months.” I explained that it was unacceptable to leave me with a defective fridge for that long. It’s a brand new fridge and I had paid for the 5 year warranty. She transferred me to sales. I was tossed back and forth between sales and service. I finally went into the store yesterday. The store manager, Dan, ultimately told me that he got an email from someone and they would fix my fridge this Friday (4/25). Today, Ashley from service. Called me to say that the soonest they could fix the fridge is 5/15. I told her that Dan said it was scheduled for this Friday. Ashley said she had no record of that but would look into it and get back to me. In the meantime, I left a voicemail for sales. No call back. I called Ashley back later in the day and she said she thought Dan was going to call me. She further said that there was no way they could fix my fridge this week and it wouldn’t be until May 15th. Again I called the store and left a message with someone who said he’d have Dan return my call. Instead, I received an email from Jason saying that they don’t know how the miscommunication occurred but they can’t fix my fridge until 5/15. By then, I will have had a broken fridge for about 6 weeks after notifying Agren that it was broken. This is completely unacceptable. I have been given the runaround by everyone there. I’ve proposed that they give me a new fridge and taking the old one out. The fridge I have is still new and even has all of the protective stickers still intact. They could easily take the defective fridge and replace it for a functioning fridge. Instead, they’ve opted to provide the worst possible customer service and burn a bridge with a repeat customer. I prefer to do business with local businesses, but I will never make another purchase from...

My husband and I just recently purchased appliances from Agren. We have been very satisfied with Drew our sales person. Drew is committed to making us happy and satisfied with our purchases. He took his time, listened to our needs, came up with a wonderful solution for what kind of appliances we needed and affordable, explained why we couldn't get our old appliances fixed, always kind, respectful and patient when we called and asked him questions, assisted us in setting up a payment plan with no interest, sent us rebates information when asked. He also was in communication with service for delivery and another upcoming appointment. Drew is thorough! He never missed a beat! When you deal with the elderly population, like we are, it truly simplifies things to have a salesperson like Drew. Agren is extremely fortunate to have him on their team.

Now for our wonderful delivery persons Scott, Levi, Marc and Zekehiel. We can't say enough. Talk about thorough, polite, compassionate, kind, being a team to get things done . Making sure we understood how to get things running properly. Scott gave us extra time to talk about important things like running water from refrigerator until we get two gallons and emptying the ice maker twice because there is a coating that the manufacturer put on parts that will flush out and then water will be clear and taste good. Another example is heating the gas range oven and dryer for so many minutes, again to take off coating. Marc, Levi told us it would smell. Marc made sure gas was running appropriately and calibration done to ensure safety. The little water gadget Levi put under washer in case there is a leak, will sound off loudly, just shut off water and call Agren if it happens. Getting our washer and dryer up our spiral staircase was a team effort. They were awesome to be around, respectful, caring through everything!! This is what customer service is all about. Agren is extremely fortunate to have these men working for them!

We have always bought our appliances from Agren and this is some of the reasons why! Thank you from the bottom of our hearts,...

I don’t typically review but I felt my experience needed to be shared. I purchased a new washing machine and range, (with Agren’s warranty) then installed the appliances myself as I am a master plumber and licensed gas technician in the state of Maine.

July 30, Picked up new washing machine and range from Agren Auburn location and installed them myself. Upon testing the washing machine on the first load found that the drain pump was faulty. I called Agren the following day to come take a look at it. My service visit was scheduled for August 5th.

August 5th, Received a call saying the technician called out sick and they needed to reschedule for August 19th. I said two weeks without a washing machine was unacceptable and I would like to return it for a new unit. They said they could not exchange it unless it was un repairable.

August 19th, Technician arrived and spent 4+ hours to diagnose the failed pump and wiring harness. Said part needed to be ordered and left. No invoice summary or documentation that they even looked at the appliance.

August 23rd, I called the Agren service department to try and get clarification of what they were ordering, where my invoice summary was or when they planned on returning. I was told, “we have no idea when the part is coming in. You will get a summary when the job is done.”

September 9th, Drain pump and wiring harness finally came in and was installed. 41 days from picking up my brand new appliance with an Agren warranty. Over a month with no washing machine for a family of 4. Still no documentation they even came or what they replaced. No accountability, unbelievably frustrating experience. I had no issue with the technician and I understand an appliance having a faulty part from the manufacturer is not the fault of Agren, but 41 days to resolve the issue is unacceptable and shows the weakness of their service department, and management. If you warranty a product you sell, you need to stand by that. I will share my experience with others simply to try and save them from making the mistake I did to trust...