The Appliance Loft — Local services in Cincinnati

Buyer Beware: I am extremely dissatisfied with the service I received from Appliance Loft. I purchased double ovens and arranged for installation through the store - I was charged for the pre-installation inspection after which they store told me which ovens would work for my project. The installers (Nate and co) arrived completely unaware of the scope of the install.(in fairness to them, it had been a long time since the pre-inspection, but nothing had changed on my end and they were aware of everything involved) There was back and forth, cancelled visits, more assessments and then I was told they could in fact do it. Nate was clearly in way over his head, but kept telling me he knew what he was doing and everything was fine. The fact that he made no effort to clean up the dry wall mess and cut wood (and had no tools to do so) should have been enough of a clue to me that he had no idea what he was doing. Needless to say, the installation was performed incorrectly and caused a considerable amount of damage to the surrounding area. When I contacted the store about the damage they assured me they would make it right but informed me they did not have a contractor who could address or repair the issues their installer created. Most estimates I obtained to correct the damage exceeded $2,000. Fortunately, I located a moral independent contractor who felt horrible for me for what had been done. He agreed to do the work at a heavily discounted rate of $1,000. It took him several visits as much dry wall repair was involved. I requested reimbursement from Appliance Loft for the amount I was forced to pay to remedy the improper installation and resulting damage. They offered to reimburse me $500 saying that was"fair". Is this "fair" you? I've spent countless hours trying to find contractors, arranging contractors, and paid $1,000 to have the damage repaired. In addition, during the installation, the contractor broke a piece of custom artwork and left it for me to discover in a damaged state. Fair to me is reimbursing me the $1,000 it cost me to have the installation done correctly and the damages repaired - bare minimum. They are now no longer responding to my emails or phone calls. This experience has been costly, time consuming, frustrating and disappointing. I expected a reputable company to take responsibility for the damage caused by its installer and to provide appropriate remediation. I was instructed to talk to Reese during this process. He is frequently unavailable and does not respond to emails claiming he doesn't know how they went to his "junk mail". He admitted that they bit off more than they could chew with this project and yet he continues to refuse reimbursement for the damages. Based on my experience, I cannot recommend Appliance Loft for either appliance purchases or...

Update - Contrary, to the owner’s response below, there was no “very amicable resolution.” In fact, I received an email from the manager stating that the Appliance Loft feels they are “mostly not at fault.” I received a $270 credit and was told to find another installer to make the cabinet fillers that Matt Cline was supposed to make and never made. It doesn’t matter if the purchase was financed or not. The entire amount of the transaction was charged to the card in July and services paid for were never rendered. In fact, I did not receive any response or refund until I wrote this review and filed a dispute with the credit card company. And the leak was caused by the Appliance Loft’s installer, Matt Cline. The Indian Hill fire department was called to the house and confirmed there was gas leaking from the stove with their gas detection device. Again, I recommend others go elsewhere based on our experience.

I would not recommend buying anything from this company and definitely don’t have them install anything. On July 29, 2020 they had me pay in full almost $10,000 for a range, hood and dishwasher along with services for installation and cabinet fillers that were to be made. Everything was to be installed on October 21, 2020. The installation was a nightmare. Their installer worked on our gas line, charged us an additional $400 on the spot to work on the gas line, and caused a gas leak putting out entire family’s lives at risk. When we contacted him he did not respond and we had to call the fire department which confirmed gas was leaking from the stove that had been installed. The next day when the installer returned instead of apologizing he asked us “fun night last night?” He still has not taken any ownership for the problem and maintains he did not cause the leak. On top of that the installer never made the cabinet fillers we paid for in July and he just disappeared and never followed up. It is now the end of November and we still have not received the cabinet fillers we paid for in July. I have followed up with the general manager of the company and still have no resolution or update on when the cabinet fillers we paid for in July will be delivered...

The Appliance Loft was extremely helpful during our initial appointment and upon the purchase of our new appliances for our recent kitchen renovation. Patty was very knowledgeable and quick to respond to any questions that we had via phone and through email. After the appliances were delivered and installed we noticed an issue with our new Fisher Paykel refrigerator making an extremely loud noise.

We called to inform them that we were having an issue and Patty contacted A-1 Appliance and a repair person come out in a timely manner. He determined the compressor to be the issue, however he wanted to get a second opinion. The following week the second repairman agreed and concluded that the compressor needed to be replaced. After giving this some thought my husband and I both agreed that a new refrigerator should NOT require a compressor replacement and did not feel comfortable with this resolution.

We contacted Patty again by phone and through email to inform her that this was not a viable solution. She replied and advised us that she would speak to the manager and would be in touch to provide a few options to remedy our issues. A week passed and we did not receive a response. We proceeded to follow up again and attached an audio/video clip as the problem seemed to be getting worse. We made another phone call and she was out of the office, we were told she would return our call the following day....still no call.

Another week has passed and we still haven't received the courtesy of that return phone call. We have been dealing with this issue for over a month now while continuing to tolerate an expensive noisy refrigerator that is not working properly, with no resolution in sight. Needless to say we are not happy with the purchase of our Fisher Paykel refrigerator from The Appliance Loft and are even more frustrated with the customer service we are receiving. We are very disappointed with their lack of communication and follow up on this matter. I would consider going elsewhere to make your appliance purchases. They were great on the front end but sure are lacking should a...