M & M Appliance & Vacuum — Local services in Alexandria

If I could give them zero stars I would. We purchased a machine from them (and other appliances as well) a year ago. We use it in a commercial setting, and asked for a commercial washer. Was told, no don't waste your money, big families do 10 loads a day, its ok if you do three loads a day. We will get you a commercial warranty. A year later our washing machine started to fail - won't complete a cycle. Error code keeps coming up. So we call and ask for our warranty repair. Some guy comes out, spends three minutes, says the drain is clogged and that's the problem and we shouldn't be using it in a commercial setting. Five minutes after he leaves, the washer does the same thing -- Error code. We called M& M and explained the issue and they said maybe their person would come out. Nope, the warranty people send out the same service guy again who again spends three minutes, cleans out the drain and says it's fixed. Five minutes after he leaves, the washing machine again stops with an error code. There is obviously something wrong with either the computer or the drum. All of this has gone on for a month. I have called M&M appliance several times, asked for the owner, they claim they are working with the warranty people. The warranty people again put in a ticket and email us immediately after putting in a new ticket saying that the washer is repaired -- NO ONE HAS EVEN SHOWN UP!!! Bottom line, we purchased the machine that we were told to purchase. Then the sales man tells me today, oh well you can purchase a commercial washer -- seriously????? I said sure take back the washer that you sold me and refund me and I will purchase the commercial washer. The run around has been unbelievable and we have purchased several appliances from these folks. Obviously they give bad advice and don't stand behind their warranty.

Per your response which is over two months later. Patrick did NOT discuss the initial purchase, I did and it was YOUR salesperson that said we didn't need to purchase a commercial washer that we could get a commercial warranty. That warranty which we paid for, was as useless as the paper it was written on. Your company did NOTHING after multiple requests to fix the machine -- you could have sent someone out to fix it yourselves, but no. The fact that you think that over two months later you think we are still without a washer is as absurd as the rest of your response. We purchased another washer after trying desperately to get the one that you sold us fixed. DON'T USE...

It would take hours to write about all the issues we've experienced. Briefly -- 1) The first time they came out to inspect why our washer wasn't working, they told us we were using the wrong detergent. When we said it was detergent we'd always used, then they told us we were using it incorrectly. When we stressed that IT'S NOT THE DETERGENT, they finally looked at the machine and realized it has a defective part. 2) They ordered the wrong part, but didn't tell us until the day of delivery when we'd already taken off work. 3) Although they schedule you in advance, they will not let you know when they'll come out to your house. Morning? Evening? You don't find out until the day/afternoon before. Good luck planning. 4) They work this wonky schedule, so some repair techs are available only on Mondays, some only on Thursdays, so good luck getting a quick appointment. 5) After three failed evals, I demanded they send a competent technician, so they sent their "best" with the correct parts for the repair. But they still weren't the right parts! And he still couldn't figure out what was wrong! He wasn't available for three weeks, and we had to wait THREE WEEKS just to find out that the problem STILL wasn't fixed. 6) After nearly four months without a functioning washing machine (I know, I know, just get a new one -- I'm the tenant!), it's finally decided that we'll get a new washer & dryer. On the day of delivery, after I'd already taken off work, and after they'd already confirmed delivery the day before, they call MINUTES before they'll set to arrive to tell us that their warehouse packed THE WRONG WASHER & DRYER! What complete incompetence, what spectacular inability on a comprehensive level. They're not just inept with their main business -- fixing appliances -- but they inept at business operations! I'd warn you, but that's the point of this post. If you want epic frustration, hire these folks to do anything. They won't...

I bought a $3600 LG refrigerator from M and M in August 2021. The refrigerator arrived and was installed but had a scratch on the left door so I called the sales department on the matter. They immediately ordered a new door which arrived about one week later. When the M and M servive technicians came out they informed me they had to transfer all the components from the old door to the new door as the new door was just a shell. However, it appeared they never replaced an LG left door before because they had difficulty pulling out some of the components like the display panel and when they did they finally did it was nicked and scratched but likedly most of the damage was on the backside but still visible. Further, they had difficulty in leveling the doors and when they finally did they placed the refrigerator in crooked. I called the sales department again and they said someone would come out to fix the issue but I never heard from them again so I decided to hire someone to fix the installation and make sure the door were level. Very disappointed because I decided to go with M and M to purchase the new refrigerator I thought we would get better service than if I bought it at a chain home...