Bekins — Local services in Cascade Charter Township

My appliances were purchased from this store 7 years ago. I called in a service request, and I gave the receptionist the error code that was being displayed. He then told me, I had to pay the service fee prior to them sending the technician out. When the technician arrived, he informed me that he was not told the error code, and he would have came a different time because he did not have the part to fix that error. The technician was there for ~ 20 minutes then I had to pay for his time, which I thought the original fee would have covered. This was not communicated clearly. I was looking into remodeling my kitchen, but will have to look at other stores due to this experience. Update: The response to this is incorrect. I gave the person on the phone the error code that was f2 e1 saying the button was either stuck or shorted, which i attached a photo of the error to show the owner is giving misinformation in his response stating I didn't know the code. Also the technician said he would not have needed to come before as 100% of the time, the same repair has been needed. I approved the technicians expense as he performed work, but my rating is that the extra bill was not explained before time. I expected additional expenses for repairs, but not for coming here for under 20 minutes after already paying. I took my personal time to assist Bekins by providing constructive feedback where after receiving a call, the person did not appear interested in resolving the issue, but convincing me to take down my review to maintain their rating. I asked him to send me an email with what he was proposing as I had taken too much of my families time trying to help this business with the poor communication that was given. Furthermore, I did not receive a follow up as the companies follow up was a response on google reviews. For this reason, I will change my review to a 1 star. The technician knew the problem would come back, but I was happy that my oven wasn't continuously beeping at me any more. There are other sub zero distributors in the area, and there are other service repair companies in the area that are interested in servicing the customer that I would encourage individuals shopping around to explore prior to...

7.19.19 First, I would like to Thank Mike Smith for making our 2nd replacement purchase (1st oven, 2nd refrigerator) at Bekins as easy as possible. Employee’s like Mike is a major component to what makes Bekins so special. So as mentioned above, our 2nd appliance went out, this time it was a refrigerator. Mike knew the sense of urgency on this event and kicked things in immediately. The install crew were very professional and friendly. They performed the install precisely in a timely manner. We noticed a visual defect on the door and worked through a damage report with no hesitation. Customer Service followed up the following day with a couple options. First, option is to receive a damage credit of $75. The Second option is to order a new door that will take 8-10 weeks. I’m hesitate with the second option because I’m aware that stainless steel can vary in appearance from lot to lot so there is a risk the doors won’t match. So, I took option one yet here is my suggestions for Bekins to improve. As option two is great to offer, the timing is really long, which I understand the reason but as a customer the risk is too high on what if the new door doesn’t match the other door. So option one is a nice alterative but a 2% give back on a Visual Defect seems extremely low to me. Again, this is coming from a customer that is a “Bekins Customer For Life” because of how special this place is! But, just some thoughts on an area for improvement. Thanks Again Bekins!

First Post: The office in Cascade is awesome. Mike Smith was our sales contact and he showed my wife and I appliances we didn't even know existed. I highly recommend stopping in just to see what they have to offer even if you don't need anything....

Great experience in store and throughout the buying process. Routine updates on back ordered products was very helpful and we were excited to get our new appliances (Dacor and Bosch) installed.

At installation we had to to have a cabinet and panel remade so the panels couldn't be installed. We were casually told the return fee would probably be waived and as I had already paid in full and hadn't received any further notice of the fee or any specific amount when scheduling to come back out, I had assumed it wasn't an issue. Finally I was charged another $400 on top of already paying $220 for the panel installation. I take some blame for not getting it in writing there wouldn't be a fee, but none was quoted either. If I had known, I would've asked for the $220 back and paid my contractor to install, not paid 3x.

The icing on the cake is that there were only 4 screws in the top bracket of the freezer panel that my contractor had previously installed for a dry fit. The door flexed every time it was opened. My contractor removed the panel and added additional screws to remedy the issue. That's after a 3 hour long install by 3 technicians for 2 panels. That was a pleasure from 3p-6p on a Friday.

I love supporting local businesses instead of big box stores, but poor execution and punitive charges are not cool. Hoping my experience was an...