Urner's — Local services in Bakersfield

Sorry in advance for the length but if are contemplating an appliance purchase from Urners please read my review.

As a general contractor and retired professor of construction and welding, I have had ample experience in dealing with trade and related sales professionals. In these 40 forty years of experience I work to communicate clearly to minimize problems and in this I have never felt that I needed to publicly post my issues or complaints.

My recent negative experience with Urners Appliance compels me to note my first negative review.

Because my new residence is in Cambria I felt it would be better to shop for appliances for my current Bakersfield home remodel from a local Bakersfield appliance dealer. My past dealings with Urners has always been satisfactory and felt that delivery speed, customer service, specification understanding and more would outweigh the cost of other big box dealers.

I learned my lesson. My daughter presented detailed appliance specifications and drawings to the sales person. We personally met with the sales person and was assured that appliances met specification details.

Upon delivery both the oven, microwave and related trim kit were too big for the new cabinet openings. In dialoging with my crew we felt we could modify the cabinets with some work but felt we should confer with Urners to verify that our new cabinet openings would meet the appliance specifications. In this I called the Urners sales person and told him that we had a problem and not to panic as I felt we had a solution but needed Urners to send a technician out to verify that our changes met the involved appliance specifications.

The sales person said that they could send out a technician the next week and that there would be a base fee of $40. I noted that he was given detailed appliance drawings and specifications and I would be expending considerable labor cost and effort in fixing their mistake and in this felt that the $40 charge was not acceptable. He stated this was company policy. I asked why should I have to spend $40 when it was their mistakes that caused me to expend a good amount of money and effort to fix their mistakes. I asked him to talk to his supervisor and see if they could waive the $40 service fee. I was told he talked to his supervisor and I would have to pay the $40 service fee (even if it was their mistake). This attitude by Urners staff caused significant frustration and more. In this, I called Whirlpool and was told by them that because it was a safety issue they would send a technician out at the earliest at no cost to me. The technician came out and we had a five minute discussion regarding my problems and my associated solutions. He assured me that my changes meet the associated appliance specs and all would be fine. This process with the Whirlpool technician was very easy and professional. I recently talked to the head Urners customer service and noted the above frustrations. He said he would research and review this issue and get back to me early the next week. That week I received no communication from him.

My issue is that Urners showed no desire to help fix their mistake and that they placed profit over customer service and more.

I did have to spend over $1000 in labor and other costs to fix their mistake and got no assistance from...

I purchased a refrigerator from here exactly 2 years ago this month. When I purchased the refrigerator, I received a 10 year warranty and purchase the extended five year warranty. In May 2023 my icemaker and freezer stopped working. I contacted the extended warranty they sent somebody out I was told it was fixed. I went buy groceries to only wake up in the morning and everything was melted. I then again contacted the extended warranty they sent someone out again and I was told I’d be contacted once the parts were ready 2 to 3 weeks go by I hear nothing so I called the appliance repair company and was told they’re waiting for the approval from the warranty company the warranty company tells me they never received anything from the appliance company. I wait again another two weeks contact the appliance company and I’m told they have not received the approval still I then file a Better Business Bureau complaint against the warranty company and them contacted the next day. I am told they will only refund me the amount of the refrigerator not the sales tax not the shipping not the warranty contract and not the installation fee. I then contact urners and I’m told they can do nothing for me. I need to deal with the warranty company. How is this fair? I have gone almost 2 months without a freezer or icemaker. I have kids i work full-time and go to school full-time. I don’t have enough time to go to the grocery store every day to buy something to make for dinner. I paid $2700 for a refrigerator to break two years later. I’m a single parent who purchased a refrigerator. I do not have enough money to pay sales tax again on another refrigerator that broke not at my fault or to pay the shipping on another refrigerator or to pay the installation fee on another refrigerator. I did not break this refrigerator. Why am I having to pay...

Update, because my last experience was so good I went back this weekend to replace a broken washer and decided to buy a dryer to match while I was there. I picked them up and went home to install them. The water immediately started flowing into the washer and would not shut off unless the water is shut off to the unit. I called Urner’s the following morning to exchange the unit and they said they would not exchange it and I would have to wait for a service technician to come out. I had to call and message them this morning to find out what was going on and they got back to me around 11:30 to tell me the soonest the technician could come out was August 10th. They told me that their policy is because I picked the unit up there would be no exchange or return available and I would just have to wait. I am so disappointing i spent several thousand last year and another thousand this year and had really enjoyed the experience with Urner’s. Now for the next two weeks I have to take my family of 5’s clothes to the laundry mat even though I bought a brand new washer. I will have to go back to buying from Lowe’s so there is a exchange for defective equipment. Please be aware if you pick items up your only recourse is to wait for a technician when purchasing through Urner’s regardless of the condition of the unit.

1st trip Staff was very attentive and helpful. They looked up features and checked stock for us. Everything we wanted was in stock and ready to go. The checkout process was faster than the grocery store and they loaded everything for us. We ended up getting several appliances and the prices were...