Yale Appliance — Attraction in Boston

Beware of the Non-Refundable Trip Estimate

We purchased a single electric wall oven from Yale Appliance. Yale charges a $130 delivery fee and a $450 “base” installation fee. In addition, a non-refundable Trip Estimate fee of $200 is required. This fee could then be applied to the installation fee, but only if done by Yale. The problem is that once you take this step, you are basically committed to Yale to install the appliance or definitely lose $200 if you choose to go somewhere else.

We knew we would have to pay for a minor cabinet modification in addition to the $450 installation fee. Our only concern was in regard to the undetermined cost of the cabinet modification. We were told that it could not be determined until the required "Trip Estimate" was completed. We were very concerned about giving Yale a "blank check" for the modification. However, since we knew it was minor, we trusted that Yale would give us a reasonable and fair quote. We were wrong.

Yale charged us an outrageous fee of $250 for this minor cabinet modification. Yale claimed that high cost was due to “extensive insurance coverage” and a guarantee should any damage occur. Yale tried to justify the cost by saying that "it covers the expertise, tools, and accountability involved". Sure, but I already paid for that in the $450 installation charge! Why should I be charged overhead a second time?

Specifically, the minor modification needed was that approx. 3/8 inch of wood needed to be trimmed from each vertical side of the cabinet opening in order to accommodate the required cutout width opening for the new oven. After a number of appeals to Yale, the cabinet modification cost was only slightly reduced to $200. It took the Yale installer a total of 15 minutes to trim the cabinet opening with a jigsaw. Does $800/hr sound fair?

We were willing to pay more to have Yale Appliance install the oven. We had no issue in paying more for Yale’s service. However, we were not happy being taken advantage of. What makes us upset is that we put our trust in Yale to be fair and ended up being extremely disappointed.

Also, I later discovered that Yale Appliance is not accredited by the Better Business Bureau. To become accredited, a business must agree to BBB Standards for Trust and pass BBB's...

The warehouse is nice but you pay about a 20-50% mark up over the exact same items at other places. I figured this mark up meant that if something was damaged there would be great costumer service. NO! The markup apparently just goes to profit. Had an item sent to us that was damaged. Item cost $1300. I could get the exact same item of line for $800 at another place. Been two full days since reporting that the item they delivered to us was damaged and they still can't figure out if they can exchange it (even though it says online that they have the item in stock). Have called them and emailed and they can't explain what they are waiting for. If we bought from the $800 I would expect them to take a while and hem and haw. But not for the over priced place. Search Yale and customer service complaints and you will see you are just overpaying if you go here. Been overpaying from this place for several years. Won't do that again.

UPDATE: Just under two weeks later and we have a new hood that works BUT: Steve let's see you explain this one. This time it is a kitchen faucet (~$1600) that isn't working. We have had the plumber come back twice and the water will work for a couple hours to a day and then fall back to a trickle. We called service last Tuesday. This time they at least said they had to talk to the manufacturer and couldn't give us an answer directly. Not great but at least there was an explanation so waiting was more palatable. We called again this morning because we still don't have a working kitchen sink for the holidays and hadn't heard anything for 5 days. Basically, they said they are still waiting on the manufacturer. We asked them what are the options and they said they can't give us options it depends on the manufacturer. So are you seriously selling a very expensive faucet and if the manufacturer decides not to deal with it we are out of luck. Why did we buy...

I recently had the pleasure of experiencing exceptional service from Manny, Bob, Kevin, Adam, and David during the process of troubleshooting, replacing, and installing my new refrigerator. Their collective efforts made what could have been a stressful situation remarkably smooth and efficient.

Manny was the first point of contact and demonstrated extraordinary dedication by taking the time to troubleshoot my old fridge. His thorough assessment revealed that it was beyond repair, but he didn't stop there and connected me with the exchange department.

Bob Joyce then took over, guided me through the process of starting a manufacturing exchange, providing clear instructions and valuable advice that made the next steps much easier. He expertly organized and coordinated the delivery and installation of the new refrigerator. He was the main person in charge and guided me throughout the whole process. His meticulous planning ensured that everything was in place for a seamless transition. Kevin's timely assistance ensured that the fridge was delivered promptly, despite the tight space. Their teamwork was truly impressive.

The installation process was impeccably managed by Adam, who arranged for a skilled team to handle the setup. David, the installation expert, ensured everything was installed correctly and securely. Despite the challenging space constraints, David's expertise and attention to detail resulted in a great installation.

Overall, the dedication and professionalism displayed by Manny, Bob, Kevin, Adam, and David were outstanding. They went above and beyond to ensure that my new refrigerator was delivered and installed without a hitch. I am incredibly grateful for their exceptional service and highly recommend them to anyone in need of appliance troubleshooting, replacement, and...