Yale Appliance — Attraction in Hanover

Long-Time Builders--Extremely Disappointed, Done With Yale Electric and Samsung Appliances!

As long-time builders with over two decades of partnership with Yale Appliance -- and more than 11 years with the same sales representative -- it's disappointing to write this. But the recent experience one of our customers had with a full suite of Samsung kitchen appliances, all purchased through Yale and installed in 2020, leaves us with no choice.

The appliances -- five in total -- were installed in a newly remodeled owner-occupied home with no children or pets. From the start, problems emerged:

The refrigerator had continuous issues with a faulty ice maker and water leaks.

The microwave door latch broke, and Yale's support directed the homeowner to call Samsung, who quoted over $300 to replace the door, citing discontinued parts.

The dishwasher developed a seal failure and leaked.

Now, just four years later, the oven has stopped working entirely.

When our customer reached out to Yale in 2020 (during COVID), they were told they had to contact Samsung directly. They did, and have service records to prove it. However, now that further problems have surfaced and they requested Yale's support, Tim W are denying to fix/replace any appliance at no cost, claiming there is no call history in their Yale system. They offered the customer $1000,00 toward a new fridge the customer would need to purchase from them and a free service evaluation of all 5 appliances ( Repair not included in the no charge visit). Yale no longer carries Samsung at Yale so it is very unclear how they would service the appliances and source parts.

We've been loyal clients of Yale for 20 years, and this is the first time we've asked them to stand behind the products they sold us and our customers. The lack of ownership and refusal to support appliances they once proudly sold reflects poorly not just on them, but on us -- the builders who trusted them. The purchase cost for the above customer's appliances was 3929.93 in total.

Only making our customer whole will make this right.

We can no longer, in good conscience, source appliances from Yale for our projects. We urge other builders and homeowners to be cautious, particularly when considering Samsung products and counting on Yale Electric's customer support. When things go wrong, you may find yourself on your own -- as we and our...

In the midst of the pandemic with supply-chain constraints limiting inventory and months long delays, our Bosch washer stopped working. Yale sales were very responsive and found a compact washer/dryer set in stock that would work for is. The sale was done on a Wednesday morning within an hour after inquiring and getting back to me as to a few specs. He secured delivery for that Friday-which was almost a week earlier than any competition I found. The only reason I give then 4 rather than 5 stars is that the delivery/installation experience was poor with the first team but excellent with the second team (Truck 17 were great!). The first delivery group did not know the specs of the dryer first (they informed us it was ventless and would have to go back), and then upon review of our receipt they said it was just a small vent and wouldn’t be able to be side vented like our Bosch. They did not explore the fact that it could be vented in the back within our closet space. They left the new W/D in our garage and hauled away the old ones and left. I had to contact Sales to learn that maybe the dryer was not compatible He said we needed a site visit as perhaps the dryer could be vented in the back given the dimensions of the closet. He got me an appointment for Saturday which was quick thankfully. The new team came Saturday. They weren’t the site visit folks but in fact a different delivery/installation team. They took measurements and immediately said they could vent it in the back. I begged them please to install them, and after getting their boss’ approval and given the choice they decagreed to install it. The team was super professional and took pride in doing a good job. Truck 17 with Darwin, David and Gerber were so very knowledgeable and efficient. They stayed past their last shift with us to finish this job which wasn’t even on their docket. Hats off. Excellent...

We were doing a kitchen renovation and wanted to replace our fridge. We went to Yale and worked with Kenny Keefe. He was patient and gave recommendations that were inline with our desires.

We were not ready to make a purchase the day we first saw him at the store. He was upfront that stock may be limited due the the Pandemic but remained in contact until we were ready.

We narrowed down to a particular fridge and had several questions. Kenny again was patient and answered our questions. We never any pressure to make a decision. When we were ready To buy a fridge Kenny was up to the task. He immediately went to work for us. The fridge we wanted was actually available. He encouraged us to move quickly and we took his advice.

We went to the store to finalize the deal. He had put a hold on the unit for us and we were in and out very quickly.

The delivery was set up at the time we were in the store and expectations of the process were clearly explained.

We got calls and text regarding the delivery. They made great use of AI to guide us through the delivery. We got updates on timing and confirmations of when the crew would be arriving.

When the crew arrived they were very professional and courteous in their approach. They worked with a purpose but did not rush any part of my delivery. They explained their role and what we were to expect. It was again great. When they left there was no sign that they were here (other than the new fridge).

All in All in was a great experience. I would recommend Yale appliance and Kenny Keefe with no hesitation. With all that is going on in the world this was a very refreshing and simple...