Prime Appliance — Local services in Sandy

It’s not what happens to you, but how you handle it.

My original review exposed significant holes in this company’s customer service and attention to our repair, resulting in a one-star rating. However, when faced with these issues, the manager, George, handled the situation impressively, with humility and a genuine desire to make things right, as one would hope a company would respond. But George did not stop there. He executed above-and-beyond measures to remedy the situation.

Once my situation caught his attention, George contacted me almost immediately. He personally came to diagnose the machine, bringing the original technician along. George was thorough and patient in explaining the discrepancy between the initially repaired part and the new cause of the sound and error code that had appeared post-repair. When it was discovered another delay would be required for a new part, George went above and beyond, showing up with a loaner machine until the part was available.

Despite some delays due to unclear communication between the homeowner and us, George maintained his integrity, protecting against any communication discrepancies. Even though it was clear that the issue wasn’t the company’s fault, George took full accountability to protect his client, the homeowner. Any minor shortcomings in his company’s role were acknowledged, and he shared how he and his staff discussed updating training to learn from this experience.

It’s not what happens to you, but how you handle it—and George exemplified this by resolving the situation with attention, expertise, and above-and-beyond care. In a world where customer service often relies on AI and knowledge base articles, it was refreshing to work with a genuine human, a definite advantage of a small local business.

Thank you, George, for your exceptional service. We are...

We used this company for repairs. The issue seems to be fixed, but I would not use their service again. Overall communication isn’t great, phones go unanswered, scheduling process is 🤷‍♀️, techs speak limited English but do their best, and payment options are Venmo or call and give your credit card over the phone. Not a great customer experience but they were available next day. Total service time, however, was four days and they had to come twice because the first (diagnostic) tech didn’t actually do the job and the tech that did the job didn’t have the right equipment because the information...

They delivered a fridge I bought and scratch the frame of the front door . The delivery tried lying that they didnt do it even thought they were the only ones that deliver something and the house was a new construction. There was multiple times i was told that someone was coming to fix it and no one did after 3 no shows someone finally came and tried to fix it but did a horrible job by putting other paint that didnt match. Do not buy anything from these guys or have...