Cohens Electronics and Appliances, Inc. — Local services in Montgomery

In mid June, I called Cohen’s for service on our Speed Queen Dryer, purchased on Dec. 31, 2018 for $899.95. The dryer was not heating, but otherwise seemed normal. I was relieved to learn it was still under warranty through year-end. It would be over a week before the technician arrived, and following a quick check, he said that the wrong part had been ordered and he could not perform the repair. Cohen’s had assumed the heating element was bad, but it turned out the timer was the problem. The technician was very professional, yet explained the timer was on back order. After several conversations, Cohens agreed to provide a loaner and delivered it on June 27. They moved our Speed Queen into our garage. After one load, the loaner literally stopped working and we and they were unable to get it going. I called the service department just before 6pm, and got no help or reassurance. I emailed an owner that evening, and have not received a reply even to this day—82 days later. On June 28, I drove to the store, spoke with the service department, ultimately spoke with an owner, and he confirmed the timer had been ordered and they would call me to schedule a service as soon as possible.

Having mostly dried clothes and towels on hangers in the garage, we went to Lowe’s up the street that same day and purchased a less expensive Whirlpool dryer, loaded it, brought it home and installed it.

Having heard nothing from Cohen’s for over two months, I called the store on Friday, Sept. 1 and was told the part was actually “due in” the following Tuesday, Sept. 5. Somewhat relieved, I asked about scheduling the repair, and the lady told me they’d call me that next Tuesday or the day after to get it scheduled.

Fast forward two weeks to today, September 16. Having still heard nothing, I drove back to the store and spoke with a lady in the service department. She asked for my address, then confirmed my name, and then seemed surprised that the repair had been pending since June. She implied it had taken much too long, and said the part had been ordered and might be in, but the parts manager, who could confirm it, was not in on Saturday and she could check on Monday. I then asked what date the part was ordered, and she quickly said “Looks like September 4th.” I asked her to be sure, and she confirmed that. If that’s the case, several things don’t add up.

Mr. Raymond Cohen sold us our Speed Queen washer in 2016, and he also sold us the dryer, citing their high quality which we still believe to be true. Mr. Cohen has been a favorite of mine for years, having established quite a standard for customer service and follow through. Something in his store has changed, however, following his retirement, and we’ve likely made our last purchase at a business that has long had our respect. We believe in shopping locally, and in supporting small businesses and local merchants. At the same time, despite increased competition and labor issues many businesses are facing, local businesses must find a way to excel and Cohen’s seems to have all but lost its...

My story is a long one, but I'll try to be as brief as I can. We built our dream home in 2011. Builder recommended Cohens. Bought all our appliances from Cohens, plus two TVs. Within one year, microwave, refrigerator, washer, and freezer were found to be substandard: things breaking, malfunctioning, not working, falling off, or leaking water. The leaking water part was the worst. First it was the washer; it ruined my wooden floors. Insurance investigated and said it was not the product, but faulty installation (although that washer didn't last another 5 years). Naturally, Cohens denied everything and took no responsibility. I had to file the claim on my insurance; my deductible was $1,000 and my insurance increased to an additional $300/year. Luckily my builder still had matching floors. Fast forward to December 2012, freezer is not working. After much red tape, and hemming and hawing from Cohens, I was able to get it replaced with a proration cost to me of about $400. Delivery and installation was on 14 February 2013. Came home 16 Feb 2013, water everywhere--AGAIN! Same wooden floor area. Again, faulty installation! Again, Cohens denied everything and took no responsibility. Delivery guy did come back out and tighten hose. Michael Cohens came to house, too, and just acted as if nothing had happened. This time, I could not find matching floors, so I have two different types of hardwood floors in my home. Thus, the reminder that causes me to write a Google review all these years later. Had to pay out of pocket for floor replacement that time, as I did not want another claim on my insurance--that cost was nearly $4,000. During that time, I called the DA's office and the attorney general's office, and I filed a complaint with the better business bureau (BBB) and the consumer protection agency. (The BBB report is probably still out there--case #85045469.) If I could have, I would have taken out two full pages in the Montgomery Advertiser to tell my story. I eventually filed a a small claims lawsuit against Cohens. I was dealing with some health challenges by that time and could not put as much effort into the case as I would have liked. Cohens didn't show up for the court date anyway (why should they; they don't care); the judge did award me a judgement of $962.01 plus costs. You think that moved Cohens--absolutely not! They ignored me like an ant on the sidewalk. Even today, I'm constantly reminded when I look at my floors. Google reviews were not popular or available then. Thus, my narrative today. I have not set foot in Cohens in over ten years, and I never, ever will again. I know I won't even receive the small restitution, as who am I to them? But that's okay, we all reap what we sew. I have paperwork to back up everything I've said. I pray that your experience will not be mine. If I could give them a zero, I would. Unethical, uncaring, unappreciative of customers--at least that's what they...

My mother (79 years old) needed a new washer and dryer so I went online and found something I thought she would like with delivery, installation, and removal of old appliances included. I sent her the information and she replied that she would rather get it from Cohens, as she and my father had done business with them in the past and they were very dependable. I asked if they delivered, installed, etc., and she said yes, so I told her that sounded good. She went and picked out the items and they delivered and installed the washing machine a few days later. She called me that evening with the news that water was running out from under the washer. I asked her if she was able to reach the hoses and she was- sure enough, one was loose, so she tightened it and that took care of the problem. This irritated me but was not a huge deal since she was able to fix it. Mistakes happen, right?

Some time later, the dryer was delivered and installed. My mother called me that evening with more news- she tried out her new dryer and the laundry room seemed much hotter and more humid than normal. The next day I drove the 4 hours from Georgia to her house because at this point I had lost faith in Cohens. When I got there, I found a hole torn in the dryer ductwork and the ductwork completely separated from the dryer. Someone had made a very poor attempt to attach it with a zip tie. I trimmed the hose and attached it with a dryer hose clamp and had no more problems.

I reached out to them today before I left this review- I made 3 separate calls, asked to please speak to a manager and was transferred no less than 6 times, finally went to voicemail. At that point I was so disgusted that I ended the call.

Cohens used to be a name that you could trust and rely on, I am not sure what has happened but their reputation is greatly tarnished in my eyes and I will steer far clear of them. They do not seem to be remotely concerned about the comfort and safety of their customers and have made no attempt to ensure things are...