Batten's Appliance — Local services in St. Marys

These are the facts and nothing but the facts. No names are mentioned because it wasn't personal. I just wanted a refrigerator fixed. I have waited for two weeks to write this review (btw... I never write reviews) to allow any frustration to subside so I can write an honest, detailed review. I hope it helps in your decision to use or not use this company. In March of 2017 I bought a GE refrigerator from Lowes at a great price. I took the refrigerator out of the box and plugged it in on February 5th, 2018 almost a year later. I checked it the next day and it wasn't cold. I went to Lowes and asked them what I needed to do. Since I didn't purchase their extended warranty, I was given the number to Batten's Apppliance. I contacted them that same day 2/6/18. The technician contacted me and came to my property on the 2/9/18. He was there all of 5 minutes and told me the unit came from the factory without freon. He said he had to order a dryer for it and that it would take 5-10 days to get it in. I called him on the 16th and he told me to call the office as he didn't handle ordering parts (his was the only number Lowes gave me). I called the office and got a recording that stated they would get back to me in the next 24 to 48 hours. I never got a call so I called again the next friday the 23rd and got the same recorded message. So I called the 26th, 27th, 28th and finally on the 1st of March the message gave a cell number I could text information too. I called the number instead and a lady picked up and said she was headed to the office and that she would call me when she got there. While I was waiting for her call, I called Lowes again to ask if there were any other companies in my area who could service my refrigerator. That is when we discovered their 1.8 review rating. The lady at Lowes was taken back and I said it didn't bode well for them. After Three hours of waiting and no call from Batten's. I called the cell number again and spoke with the same person. As I inquired about the part, she got agitated and irritated with me for asking about the part and said it was ordered and I was told she couldn't do anything about it that GE was updating their website. When I asked her why she hadn't responded to any of my calls, her exact answer to me was "I didn't have anything to tell you so I didn't call you back." Wow, just Wow. So I informed her that I had done my own research. I looked on the GE website, located the part and took the intiative to call the 888 number and found out they were indeed updating their website but that that was a common part and I could have in 5 days if I ordered it right then. That was when the lady from Batten's got really frustrated with me and said she would have to call me back. I told her I didn't believe her. Well, I was right, from then on everything was done by text. Five days later the part came and they scheduled the Technician to come out. Finally on March 9th (1 month later) my refrigerator was fixed. When the technician called, I tried to have a conversation about their company and service and was informed that they don't worry about their online rating and that he had 10 other calls he had to get to and wasn't interested in hearing anything I had to say. Was I frustated, Yes but at the end of the day all I wanted was my refrigerator fixed so I could rent this house out. It took them a month to do that. The summation of all this, Batten's inability to get parts in on time, the fact that I as a custome felt like I somehow did something to bother them by contacting them and the flippant attitude displayed by their technician who has worked for them for over 20 years is why I would pay someone out of pocket to get my appliance repaired rather than deal with Batten's Appliance ever again. BTW... They have a rating of F from the BBB (Better Business Bureau). I Checked. hope...

I don't even know where to begin with this company! Just awful! I don't know how they stay in business.

I had a dishwasher under warranty with Lowes and the drain pump went out. They sent Batten's to repair it. I told them on the phone when they called to confirm my appointment that the drain pump motor was broken. Repair man (I use the term "man" loosely, I'm pretty sure I've got underwear older than this guy) shows up on my doorstep on September 26th and literally doesn't even look up from his smart phone to greet me. He walks in my kitchen and while poking on his phone, he turns on my dishwasher, hits the drain button, leans down and listens and says "drain pump has gone bad, I'll order a new one and get it installed." OK fine.

Two weeks go by and I haven't heard back from Batten's. I call and inquire about the status of my warranty repair. I am placed on hold for several minutes and eventually I am told that they are just waiting on "one more part" which should be in any day. Another two weeks go by, and I call again (Friday, October 20th), and again I am placed on hold for several minutes. Then I am told that my drain motor (miraculously) will be delivered the following Monday and they can repair my dishwasher on Tuesday. That's Tuesday, October 24th.

On October 24th the same guy shows up again. He spends about thirty minutes in my kitchen tearing my dishwasher apart, manages to spill water all over my kitchen floor because he took the drain pipe off without any mechanism to catch the water, the whole time talking and texting on his phone (noticing a pattern here?) and after dragging his shop vac back and forth across my bamboo floors at least three times announces that he is finished.

The next day I run a load of dishes and they come out looking exactly like they did when I put them in. I run another cycle, still no cleaning going on. I called Lowes and explained to them in detail my experience with Batten's and asked that they please not send the same company to my house to repair the dishwasher. They agree and send LT Appliance out of Callahan (cue the angels singing).

LT from LT Appliance shows up (I'm really curious what the LT stands for....Lester Thomas?......Luke Timothy?.....). He introduces himself and what do you know, he shakes my husband's hand, looks him in the eye and puts booties on over his shoes. Booties! Freaking Booties! I'm in love with him already! Husband explains everything to him, he pulls out the dishwasher and lo and behold the dang water line is kinked in the back from where Batten's guy shoved it back in but didn't even bother to turn it on and check it. Easy fix. Then he does a full check of my machine and discovers that the button to select a "Normal" cycle isn't working (not that I'll ever use the normal cycle, I have three boys, a husband and a dog. I'm washing every dish on boiling hot lava power wash cycle to demolish any remaining bacteria, residue or other unidentifiable crud left on those bad boys). So LT (Lee Troy?) is going to order me a brand new normal button for my dishwasher and he'll be back in a week (which is way less than a month) to fix it! I could kiss this guy and I'm pretty sure my husband wouldn't mind because he is sick and tired of me bitching about the dang dishwasher being broken!

Moral of the story there folks is if you need an appliance repaired, don't call Batten's. If you have an extended warranty on your appliance through Lowes and they say they are sending Batten's to your house, tell them you'd rather stub your toe on a bed frame than deal with them. Ask for LT Appliance, you...

So I will never recommend Batten's Appliances to anyone. My experience with them was absolutely unprofessional, inconvenient, and lacking customer service to the fullest.

On February 24 my washer started acting funny so we called Lowes because it was under warranty. Batten's Appliances is one of four contracts they have in town to fix things. I scheduled an appointment for them to come to my home on March 1st after 4 oclock due to my fiance and I being people that work all day. I was informed that Batten's would call me but recommended to call them that morning to make sure everything was scheduled correctly. I called six times that day and did not get an answer until 2:30. At this time they said they were headed to my home. I had to ask them not to be there until after 4 again. Which this wasn't the issue. The issue began after the next couple days I called them checking on the status of our washer, mind you I was in contact with lowes too and they said every thing should be covered. I went days with no answer and them failing at keeping their professionalism of calling when they said they would. So I called them monday, got hung up on, called back and was placed on hold. I drove from the hospital to their office which took me 15 minutes and was still on hold. Walked into their office and the lady asked how she could help me. "Well, I'm on hold with you as well so you can help with alot right now." This was Monday the 7th, and the woman told me my part WAS ordered and should be there Wednesday, Thursday at the latest and she'd call me Wednesday for sure. No call Wednesday so I called Thursday with my boss standing next to me, and the woman talked to me like I was a piece of trash. Told me my part would get there when it gets there, and that my washier will be fixed when they fix it. "Would you like me to call you daily ma'am?" No, just when you say you will because I have been the one having to time after time of you saying you would. And don't belittle me. After informing me that I don't know anything about retail, even though I've been working retail/customer service for 10 years, I was livid. Mind you I kept saying yes maam and no maam and was not by any means rude. So I called lowes and reported the issue. Batten's Appliances didn't even order my part! They had done nothing until March 10 at 3:50. And that something was reporting to Lowes what was wrong with it. So, my fiance called and left a message on their answering machine asking to get a return phone call by 10 am today, March 11, no phone call. So he called them after he got off of work. Spoke to the "co-owner", and she told him all the interactions I've had with them have not happened and they screen all their calls. Obviously not, and if they have cameras I'm in their store, also this "co-owner" wasn't even at the store when I arrived there.

They run their business very neglectfully, and don't care about their customers at all. Nor what is said about them. We told the co-owner we reported our experience with lowes and she literally said, "I don't care."

Lowes informed us they get constant complaints about this business but can't don't anything until the contract is up for renewal.

So just a fair warning to those looking into using them... they are terrible! I rather pay extra money or even get a brand new machine then deal with them.

Lowes felt so bad they traded our washier this evening so we didn't have to interact with Batten's any further.

Lowes was amazing!...