LH Brubakers Appliances, Inc. — Attraction in Hampden Township

If I could give this company ZERO stars I would. Our builder uses this company for appliances. Less than 24 hours after we moved into out brand new home we needed to have our carpets professionally cleaned - TWICE in order to remove all of the dirt the installers drug in. The hardwood flooring throughout our first floor was destroyed. 7 months later our dryer stopped working. According to the technician the dryer needed a part that may or may not be available due to the dryer being discontinued. It was a Friday early morning that he was in our home. That following Monday afternoon we still had heard nothing from this company as to when our dryer would be fixed. When I finally called and got in touch with someone, she cold not find ANY of our paperwork to honor our warranty. This "customer service" person proceeded to call me 4 more times that same day with questions, the 5th time being to ask me to find the model number and info for her since she still had not been able to locate any of our paperwork. I tried to speak with a manager numerous times. Each time I was told that there was not one available. Flash forward to 4 weeks without a dryer and not hearing from ANYONE, I called and demanded to speak with a manager. Thankfully a sales manager, Tony, was able to help me by contacting different people to get this resolved. This was NOT his job! But grateful for his assistance. The dryer was not discontinued!! And this company had them in stock the whole time!!! I was then told that they were booked up with installations. Melissa from the company kept leaving me voicemails, but not taking my calls. Avoidance again. . Today the new dryer was installed. I had to request that the installers out on their masks, take off their shoes and not touch our floors with the dryer. The customer service is BEYOND HORRIBLE with LH Brubaker! There is NO excuse at all for the mess they made the first time and the terrible customer service for the replacement. NEVER again will we use or go to them for anything unless we have to due to warranties. NEVER will we recommend LH Brubaker to ANYONE! HORRIBLE,...

It's amazing to me that this business has such a high average rating, although it appears that their ratings over the past year have slipped significantly. We decided to order all of the appliances for our new home through LH Brubaker. It took over one year for everything to finally arrive - and while LH may not have control over the supply chain, they certainly have control over how proactive they are with following up with the manufacturer. Instead, I had to handle everything - I had to constantly follow up with them and track where our orders were. Some of our appliances sat in LH's warehouse for weeks before they even bothered telling us they had arrived - and this after MONTHS of living without kitchen appliances!

The only positive thing I can say about the customer service is that everyone we interacted with was friendly. But friendly doesn't compensate for lack of competency or lack of transparency. LH's reps were very "hands-off." If you didn't do something yourself or constantly stay on top of them, it wasn't going to happen. Fridge and freezer require extra components to function? You'd better know that yourself! Your appliances finally appear in their warehouse? You'd better call every week to check if they're there, otherwise nobody will bother to tell you they've arrived and set up installation. They ordered you the wrong item? You'd better catch it yourself! I could go on.

Last, but not least, the installation experience gets a big 0 stars from me. Some of our appliances required 5+ trips and re-installations before they were installed correctly. Installers forgot parts, ordered the wrong parts, or just straight up installed appliances incorrectly (off centered, crooked, doors not shutting properly, etc.).

Only giving two stars since, again, everyone was friendly. But at the end of the day, transparency, competency, and quality are so much more important when you are spending tens of...

3-Month Nightmare with LH Brubaker Buyer Beware of LH Brubaker. Bought a completely defective $3,000 Samsung washer/dryer combo in November. Took a few weeks to notice that several of the features were not working at all. Soap over-dispensing leaving clothes crusty and goo at the bottom of the washer and floor. Softener not dispensing at all. None of the “AI” or auto features were working correctly. Bottom access door latch broke and left laying on the floor unable to close. We stayed VERY patient with four service visits (some as long as 4 hours) using vacation days to accommodate their schedule. Three months later, they finally agreed to take back the defective unit and exchange for a new set. So relieved to hear it…until I hear their “conditions”! Per CS Rep Kim, the OWNER EXPECTS US TO PAY FOR DELIVERY AND INSTALL AGAIN! FOR A UNIT THAT NEVER WORKED!!I asked if she was joking. Unfortunately not. This business does NOT stand behind their defective products. It’s a shame considering we were planning to use them on a total kitchen remodel. Wanted to use a local store instead of the big box places, but I guess better off knowing what we know...