Martin's Family Appliance Center — Attraction in Gainesville

I wish so badly that i got the great service that all the other good reviews spoke about. I have called several times over the past few days trying to get some support in fixing our dishwasher. I explained the issue i was having, tried to set up an appointment to have someone come take a look at it, i was told that the technician would call me back and schedule an appointment... after 3 hours i decided to call back and see if they had forgotten, i was told on the phone that the technician would call me when he got back to the store and that they couldn't tell me when that might be. The person that i spoke to on the phone was not rude, however completely disinterested in providing any information or help.

I ended up calling back at the end of the day and asking for help in ordering a seal for the door (since my dishwasher has been leaking) i was told the seal was ordered and that i could pick it up the following day. I came the following day and Chris was the man i spoke to. He handed me the part and said "hope you dont think this will help with any leaks, its just a sound guard" ..... uhhh? So i told him that one of their other employees and i had a pretty long discussion about what part to order to fix a leak at the door of the dishwasher and this is the part we decided would fix it. He replied "nope, thats not going to fix a leak" so i asked him to recommend a seal or gasket for the door and he said he couldn't do that because he's not sure why or where the leak is coming from. So, i told him again that its coming from the door, that i took everything apart and cleaned it all and made sure it was all working properly but that its leaking right at the bottom of tthe door. His reply was "well it could be coming from many other different places and we'd have to take a look at it to determine which part to order" .....i did take a look at it, and don't need them to charge me an 80$ diagnostic fee to come take a look at it just to tell me what i already know. I felt he was very rude and unprofessional. Just because i am a young female doesn't mean i am an idiot. Taking my business elsewhere and wont ever recommend anyone...

It was the day before Thanksgiving and we had two technicians from Martin's Family Appliance come out to look at our 4-year-old washing machine (purchased from Martin's Family Appliance) that was not working and had an error code. We received an on-call appointment. When the technicians arrived my husband explained the problem that the machine had error code 40 and the code was present on the machine. I asked why a 4-year-old Fisher and Paykel appliance would already be needing service. The main technician shrugged and said it's old. So they replaced the stabilizers in the machine and said everything was fine. The bill came to over $300 dollars (with most of the money going to the service charge). They left and we went to test the machine. The machine was still showing error code 40. The technicians never tested the machine before they left. They wrote on the bill that they had tested the machine but if they would have actually tested the machine, then they would have seen the error code. My husband tried to contact the service department on the same day but they were not able to come back out. After several google searches and youtube videos my husband eventually fixed the machine himself. The following week, he went to the store to talk about the issue with the owner. The owner's response, "He (one of the technicians) is one of my best technicians." The owner seemed in disbelief that he did not test the machine before he left our home. The owner did not do anything to fix the situation on our end. We paid a service charge on November 25th that left our machine still broken. I don't mind paying for a service if the service would have actually fixed the machine. We spent so much time trying to figure out how to fix the machine on our own. Overall, I am not satisfied with the customer service and the fact that a four-year-old washing machine purchased from their store is already broken. We chose to buy local and support the business - maybe this...

Very sad to have to give this rating. I phoned and spoke to Christian at Martin's to schedule an appointment for someone to repair an appliance and was advised that they do not schedule appointments and that they will call the day of to see if anyone is home and they would come out, if so. I asked how would someone know when this would be without having at least a general appointment day so they would know when they should make arrangements to take off work or have someone there. Christian stated he didn't have any answers for that and this was how they are handling things. He seemed very vague so I asked if they were trying to deplete their repair services and he stated, again, that this is how they are handling the repair calls. This was extremely odd considering who I remember this company to be in the past. I have never had this response from them before. Sadly, I will have to locate a new local business to call.

UPDATED Responding to the owner's reply. If I had been given the day that a technician could come (even 5 days out) I could've dealt with that but there is NO way to go through each day, not knowing IF I would get a call. People cannot take everyday off until you called them. Suggestion would be hiring more technicians to service the area OR at least give the customer the appointment day (not necessarily the time) you expect to call so they can make arrangements from work, is better customer service. Being in this business, serving our area, you should know the demand will increase. Employ and train more technicians to grow with the community and they'll have a better experience. I was able to have my appliance repair done the same day but hope you take note of...