Appliance Advantage — Local services in Kennebunk

I will never do business with these guys again. My Kitchen Aid mixer was running at only two speeds, (snail slow and kablooey), creating a mess of flour everywhere. I adapted by covering it with a dishtowel to mitigate the flour explosions but after months of pandemic baking I had a lightbulb moment, "Hey. Maybe the ol' workhorse needs a tune up". I know, genius-level insight, right? $75 to diagnose it seemed fair to me. I was told I'd get a call shortly with a report. After two weeks I called to find out what was up and I was told it would cost more to repair than buying a new one. Ok, it happens. However when I didn't replace it through them, and came and picked it up, what I didn't know was it had been further wrecked. Fast forward several weeks, I get a wild hair to make banana bread and plug it in~but it doesn't work at all now. The motor's running, sort of, and the attachments won't rotate. It hasn't been put back together properly, or it was broken in the shop or?? I then make the day-ruining mistake of calling. I was first told they paid the technician way more than the $75 diagnostic fee, so they can't refund it. Huh. Probably not, and probably not my problem. Then I as I was wondering out loud how I ended up paying them $75 to break my mixer, I was told that a manager had been contacted and he had texted back that it hadn't worked when I left with it. Um. Nope. Then a service manager called, I thought to help me out, but no, she was just calling to double down. She reports that she saw with her own eyes that it did work when I left with it. That sounds weird to me, especially as she laments that she should have filmed it. Wait, What? It suddenly occurs to me that I have stepped on a customer service landmine. They think I'm scamming them. Got it, no one in this joint actually wants to believe I'm telling the truth. So there ya go: evidently I took valuable time and energy out of a busy day filled with all sorts of minding--my-own-business-type activities to scam them out of $75, over a month after I dropped my mixer off for a tune up. I guess from their point of view, it's possible. People can be jerks. But in this case, that's not what happened, and they clearly decided their best strategy was to beat me to it. Pro tip: If your business model means your advertised service department is actually a funnel to new sales, maybe you need to rethink things. p.s. the banana bread was killer, even if I did have to use a...

Terrible customer service from Ben the Manager!! We recently had a dishwasher that wasn't draining properly. Duke came to look at it; nice guy but initially mis-diagnosed our problem as a bad pump costing @$350. When Duke came back to install the pump he realized that it wasn't faulty but that the computer was gone. At $500 for a new computer we decided to buy a new dishwasher instead as it was only a bit more money than the computer. This was a great expense as my husband was laid off of his job recently as Ben knew. So far, expense tally was $140 for service call, $518 for the new dishwasher and a $200-250 quote for it's install. Being that it was a stretch to buy the dishwasher due to our financial loss, we asked if the warranty would be ok if the dishwasher could be installed by our own builder, Larry Floyd. April the receptionist assured me it would still be under warranty. The dishwasher was installed by Larry but was still pooling about 2 gallons of water just like the old one, not washing our dishes properly, leaving grimy trails. Larry tried to blow out the lines but to no avail. I just called Ben earlier today as we want them to retrieve the new dishwasher, fix the actual problem for the old one ... and give us our money back for the new one. You know...what anyone else would do in the same situation! We bought the new machine in good faith of proper diagnosis. Evidently this is too much to ask of this company! When I called Ben he wouldn't even take my call but told April to tell me that since we had our own guy install the new dishwasher, he "won't be picking up the new one, nor could we return it". Wow! What a terrible way to treat a customer! We are now going to have to take Appliance Advantage to small claims court all because this company does not stand behind their products or their service and repairs!! Shame on them! I will let everyone I know who will listen that this was my experience and warn them not to do business with this company. This needs to...

I had a really disappointing experience with this organization. The repairman was great, and although I thought their prices were pretty outrageous I agreed to them. However we continued to have the same issue with our dryer, and now they are saying that since it wasn’t on the initial repair request (I don’t know how that’s possible, since it’s one of the 3 things I called about - but my fault for not getting a full itemized receipt) they want to charge us another $100 for a call out. My issue really boils down to the treatment I received from the woman I spoke to when I called to try and schedule the repair technician. She was unprofessional and sarcastic. When I pointed out the initial repairs were “simple” (not implying I was an expert or denigrating their work, merely trying to explain they didn’t have to do anything to our washing machine which we had called about, and our dryer just needed a part replaced), she began laughing at me and saying “oh it was simple? Then why didn’t your husband do it?” I was really taken aback by her tone - i wasn’t being rude or aggressive, and her complete lack of professionalism took me off guard. I hung up on her because I didn’t feel like I could continue the conversation, as it wasn’t going anywhere. In any case, even if a customers issue can’t be resolved, the very least you’d expect was a polite and respectful conversation. We spent $700 on repairs with them. I regret every penny and wish I’d gone elsewhere.

UPDATE: April went above and beyond to resolve my issues. Without prompting, she reviewed the call and reached out to further apologize to me. She then helped problem solve to fix our issue. She didn't ask for anything further - I'm updating this review of my own accord - and I am really, really pleased with...