Rust Townsend Home Appliances & Water Conditioning — Local services in New Castle

My review is based on their customer service, as I was never able to receive their service. We needed our gas range services as we were having intermittent heating issues with it. I called to make an appointment with this company after reviewing several local companies. The reviews were good, so when I called to make an appointment and she told me that scheduling was a week out, my husband and I were willing to forgo other companies and wait for their service. The day before the appointment, I received a call. The woman said they were cancelling my appointment and wanted to refer us to someone else. I asked what the reason was for them canceling, to which she replied “we are really busy and have a full schedule.” Mind you, WE HAD A CONFIRMED, SCHEDULED APPOINTMENT. The real reason that they cancelled our appointment is that we own an IKEA gas range. Now, I’m fine if a company is unwilling or unable to service certain brands, but I asked prior to the appointment if this was something they could do. The secretary told me before making an appointment that she needed to check with the technician and call me back. She called back and said it would be fine and they scheduled my appointment for the following week. Here’s the deal, if you couldn’t service it or were unable to, then say that upfront. I wouldn’t have wasted a week without being able to use my stove. Second of all, don’t use the excuse that “we have a full schedule”, when part of your schedule is the appointment that you confirmed with me. I hate leaving bad reviews, but this was handled so poorly and without any...

GREAT company, GREAT service!

Jerry, one of their technicians, came out on Thursday September 5th. After diagnosing my parents washer he stated there were several codes the washer was displaying, one of which being for a water level sensor and one being a control board error. He stated in his experience that he rarely sees this particular style of control board go faulty, and in the interest of money savings he recommended they replace the water level sensor (the cheaper part) and see if that resolves the issue. After agreeing with his advice and us being okay with a return visit he departed and ordered the part.

They arrived on the following Tuesday with the part, and Jerry had it installed in less than 10 minutes. Jerry was extremely informative and friendly.

Through a slight miscommunication, Rusts Townsend went ABOVE & BEYOND in making sure my parents were handled with care.

HUGE thanks to Jerry for being such a fantastic and personable technician. I will be sure to recommend Rusts Townsend to family and friends moving forwards, as they took as stressful and confusing scenario and made the necessary adjustments to impress us with their AWESOME...

You would probably make a ton of more business if you would simply put the price in the items without having to know all our information to get it. Its either a certain price or not. I've never come across a site that pretty much needs a backdoor key...so to speak...just to get the price of the item. Its very vexing which has made me completely look elsewhere. Sorry. Looks like you have good product but just not a professional way to conduct business. I've been in this type of business before and if the customers have to fill their life stories just to get the price of the merchandise.....its really child's play. When people look things like this up...like myself...I need a price immediately. Not a game of ring around the rosy. Not putting u down. Just saying....you definitely need to do very different things if u want this...