A-1 Appliance of Rocklin — Local services in Rocklin

Our experience with A-1 Appliance of Rocklin was great as we ordered our appliances for our kitchen remodel. Our salesman Garrett was outstanding and we decided to go with A-1 due to Garrett’s customer care and expertise. We went to a few other appliance stores and felt very comfortable with Garrett. HOWEVER once we were ready for the delivery of our appliances that’s where the customer care went south. The delivery options were never explained to us by Garrett. The options are (which the delivery men informed us on) Garage Drop off, Delivery in Kitchen or Delivery in Kitchen with appliance installed. Garrett just gave us a delivery date. He never explained options which is a very important part of customer care. So our delivery was made however our delivery was arranged as a garage drop off. How are we to bring a 500 lb. range ourselves into the kitchen without the manpower or equipment??!! So therefore another delivery had to be made for our range to be brought into our kitchen which was then set for a week out. At least I had room in the garage to store it, however my EV car was left outside and could not be charged for a week!!! Our fridge was on back order so we knew what to expect when that finally arrived. We were very disappointed with that and when I called Garrett as the delivery drivers were still at our home he was very casual about it and said “yeah we do have options on deliveries”. It would have been nice to know this prior and for what we paid for all our 6 appliances you would think that delivery into the house would have been what you get with delivery. We also had an issue with our GE Cafe dishwasher which leaked on the sides. It seemed to have been an issue with the seal. I called Garrett again and explained to him that the dishwasher is leaking and I wanted it replaced, his response was that they needed “a repair person out to look at it and then they can reseal it if that’s what the issue is. If they feel a new one needs replacing then at that point is when we will replace your dishwasher”. I was not happy with that response as if I paid for a brand new dishwasher then that’s what I expected, a brand new dishwasher!! I didn’t pay for a dishwasher to get repaired!! He would not agree on the phone to replace it. A few days later we personally went to the showroom and I showed Garrett a video of the dishwasher leaking and told him how disappointed I was with him and A-1. He explained their process and again I expressed my dissatisfaction and he finally agreed to replace the dishwasher which I appreciate however that should have just happened when I first called. It was very disappointing how at first they treat you so well to get your business and once you need help with their product I felt Garrett left us to figure it out ourselves. When I called him about the dishwasher which was obviously not working properly, he should have agreed right there to replace it. He even told me that “once the repair person goes out and confirms it needs replacing that’s when they themselves A-1 will get their credit on the product so we can then replace your dishwasher” Are you serious??? I don’t care about your credit when I paid full price for a dishwasher that doesn’t work properly and I can’t get it replaced. I should not had to go out to the showroom to fight for this dishwasher to be replaced. Overall I do love my appliances but not sure I would recommend...

To: Bryan, Owner of A-1 Appliance, Glen and I would like to commend your Employees and Installation Crew for our recent experience with A-1 Appliance. Pete made our buying experience stress free and pleasurable. We showed him a picture of the appliances we had and he immediately came up with a plan for replacement. He is very knowledgeable of the products you sell. Product availability was a little slow but we knew that going into our replacement project. Pete keep us advised of the status of our purchase and we never felt like we had been forgotten. Installation was breeze and your crew is to be commended. They arrived on time and completed the installation in a timely fashion. Once the install was completed they showed us how to operate the new appliances. The Installation crew operated like a well oiled team. I would like to acknowledge your support staff. The refrigerator had a small dent in the lower door. They were up front with us and gave us the option of retaining the one that was brought or refusing the delivery. We elected to accept the dented unit with the assurance the repair would be in a timely fashion. The same day of the installation we received a call stating the part had been ordered and would be in next week. The following week the repair was made and the new skin matched perfectly.

Well done A-1...

Disappointed. We live in El Dorado Hills and just bought a house. We needed new appliances and our realtor said that it was worth the drive to Rocklin to go to A1. We ordered a washer dryer and Garrett was very helpful with that purchase. I came back for a fridge and dishwasher and Kevin was equally as helpful. Garrett went above and beyond helping schedule a complicated uninstall of our old fridge before our install.

As important as the sales process is, the service after your install is just as important and that is where things have fallen apart. I had questions about my fridge as the freezer took 24 hours to start working. It took multiple calls and messages to get someone to answer my question if this was typical or not. Next, the top rack dishwasher arm was not put together. It’s been sitting on my counter for 5 days. Still not resolved. Promises for a call back don’t happen. Obviously these are minor things, but they are important to the function of the unit and I would think part of the install costs.

All service calls are handled in house, not by a 3rd party, which was a huge selling point before our purchase. Now, after not being able to get resolution for these minor things resolved quickly is concerning. Regretting not doing...