Frattallone's Hardware & Garden — Local services in Andover

NO ESTIMATES FOR REPAIRS, NO COMMUNICATION, POOR CUSTOMER SERVICE

Brought in an older pressure washer in for service. Upon drop off we inquired about the process and were told they would call with an estimate before repairs were commenced.

Approximately a week and a half later we got a phone message that the repairs were done and we owed a substantial amount of money. The amount charged was higher than we would have authorized for repairs due to the age of the machine. In point of fact, we could have purchased a brand new pressure washer for the amount they stated we owed.

I stopped at the store and spoke to the manager Nate. I let him know that we never got a call with an estimate as promised. I also informed him this was much higher than we would have authorized repairs. Nate stated that they never promised to call with an estimate. However, if that were true, we would not have left our machine here for repairs. I assured him that was said to us and showed him the drop off tag for the item which indicated the name of the store employee who told us that.

He then told me that they have 22 stores and they do not have time to call customers with estimates for engine repairs. I then informed him that this was an older machine and we could have bought a brand new one for the amount of the bill.

Nate then proceeded to tell me that if the repair totals more than $125.00 they are required to call by store policy. However, our estimate was over that amount, and we did not receive a call. When I told him I was disappointed and would not be coming back to this location, he indicated to me that they have plenty of business and it would not make a difference to him.

Disappointing for a local...

The products & customer service at this store are phenomenal! You don’t just run across one random great employee - everyone you encounter rocks! They not only ensure you leave with what you need they also listen and care that the product is what you are really looking for. They are not high pressure sales but they have a knowledgeable sales theory. I first stopped in because the big box stores were out of sprinklers. I also ended up buying some awesome lawn chairs and joined their club. Next time in I was looking to fond a solution to fix the captains chair in my boat. The young cashier directed me to row 9 on the right in the middle of the isle. I was very impressed. It became clear I should bring my broken piece in to get the right size. While since my old beloved Treager was on the fritz I stopped to look at grills. My goodness the woman (angelia) who helped me listened and helped me find exactly what I was looking for. I decided to go home, get my boat part and research the grill. I determined that was the exact grill for me. Next day I got what I needed for my boat, purchased the already assembled grill and they all took care to help me load it and tie it down. I had my boat cover in the back of my truck which I took out and put in the sidewalk while we loaded the grill. I accidentally left my boat cover. Not only did they look me up and call me - they delivered it to me! Seriously, Ace is a fantastic example of PRIDE! Also a shout out to their purchasing team. They are obviously very good at anticipating the market and keeping their shelves stocked. They overcame the typical “sorry due to co-vid we are allowed to suck” attitude that has become overwhelming &...

I went here last year to have a key cut and the guy did it wrong and I didnt know this until I left town and needed the key to work. I put the key in my wallet in the store and left. I didnt think anyone could cut a key wrong because I have done many in the past myself but I was wrong. This key sat in my wallet for months and I lost my keys and pulled out the key and it would not open my doors or trunk. Now I have a bad key to make a copy from. I did manage after many attempts to try and pull the key out and could not open the drivers door and had to get in through the passenger door and unlock the power doors. My trunk wont open either. I went back to the manager and he tried to cut me a new key by manually moving the key on the device and this made a better fit that would open but it has to be at the right spot. THEY SCREWED UP. I sent a letter to the store asking for $80.00 to replace the key at the dealership and needed to get the factory key code off the VIN to get a new key. I did not get any reply about taking care of their badly cut key. I called One of the Frattalones and he left a message saying there is nothing they can do and that because I didnt check the key that day when i left, they cant help me. Sure maybe I should have checked the key that day but really, if they hire and train people right to do things, cutting a simple old car key should never be a problem AFTER. EVENTUALLY MY LOCK TUMBLERS ARE GOING TO WEAR OUT AND DAMAGE THE LOCK WITH A BADLY CUT KEY. I did not get a reply from my certified letter...