Tolson Appliance Center — Local services in Warrenton

Do not use Tolson! My 3 year old $2,000 Maytag refrigerator (Model#: MFF2258VEA2) began leaking water and ruined my wooden kitchen floor. I called Maytag and they referred me to Tolson. I called Tolson and scheduled an appointment. When the technician was in route he called me and asked me to push two buttons inside the refrigerator to turn the unit off. There were no buttons. I finally figured out how to turn it off myself. The reason that he wanted it off was so the condenser drain line would unfreeze so he could replace it. I did not know that was the problem otherwise I would have turned the unit off the night before so it would be defrosted for the 8 AM appointment. The technician arrived 1/2 hour after the call. He removed the freezer door and the back freezer cover to expose the coil. He then began to use a screwdriver and the palm of his hand to chip the ice away from the coil and the drain. I thought he was going put a hole in the refrigerator and he bent all the fins of the coil along the bottom. I could not watch anymore and left. He finished the job and told me that some of the old parts had fallen inside the refrigerator. He then said that he replaces about 2-3 of these defective valves a week and that there was a recall, so there would be no charge. He then said he needed to get on the road to his next 8 repairs for the day! That night I went into the freezer to get some ice cream and it poured out onto the floor. I examined the freezer door and it was re-installed out of square leaving a 1/2 inch gap between the gasket and the refrigerator. I called Tolson the next day and the service manager Carroll came out. He examined the door and determined that it had to be removed and re-installed properly. After about an hour, the job was done. I asked Carroll why the technician had so many calls during one day and he said the owner had mandated this and it was causing a lot of problems. He then also told me that even though they replaced several of these defective valves per week there was no recall and I would be billed. You would think that the technician doing the work would know if there was a recall or not. Nonetheless, Carroll agreed that there should be a recall and had called Maytag to ask why there was not one. Carroll then said he would send me a legible copy of the work order so I could file an insurance claim for the floor damage since the technicians hand writing was illegible. It did not come until I made several phone calls. When I received the letter, it merely stated that they replaced the valve and that there was floor damage. My insurance company said they needed a letter from the repair center stating the age of the refrigerator and the nature of the defect in order to process the claim. I asked Tolson several times to no avail. I finally wrote my own letter with all the facts that the technician and manager had told to me and sent it to them for approval. They declined to let me tell all the facts as stated in the letter. I think they are afraid of a lawsuit, but it is Maytag that should have a class action lawsuit made against them for all the damaged floors from their defective valve. My overall experience with Tolson was pretty poor. The technician was sloppy, and the management there is poor. I would not really have cared about any of this, but the last straw was when they refused to state in writing that which they told me to my face. By the way, I have replaced the main computer module and the ice maker in this same refrigerator as well. What a...

In the Fall of 2021 I started the process of a kitchen remodel. I chose Tolson Appliance Center because I could get a designer, order cabinets, counters and appliances all at the same place. I have no issue with the appliances or the help with ordering them. Unfortunately I am very disappointed with the kitchen designer, Jacqueline DeLuca, mainly her recommendations. Jacqueline recommended a contractor named John Bacot. He was someone who she had worked many remodels with. After about 4 months the remodel was done. We had a 1 year warranty on the appliances and the remodel. In the past 8 months we started to notice the floor coming up. In August we called John and left a voice mail explaining we were having trouble with tiles coming up. He texted the tile subcontractor’s number. He did not call, come to see the issue or follow up in anyway. We were never able to get in touch with the tile subcontractor. When we reached back out to John, he stated the tile subcontractor had not answered any of his calls in a year. Again he never followed up by coming to see the problem or offer any assistance in helping us. He also shared a number knowing we would not be able to reach the tile subcontractor. John Bacot has truly shown his lack of professionalism and work ethics, let alone integrity. He obviously does not stand by his work or the people he hires to do the work. We do realize the warranty had expired but when you hire subcontractors that do a bad job, at bare minimum you come see the problem. You offer assistance with possible companies that can help. Unfortunately Jacqueline trusts this contractor and we trusted her. Our trust cost us the cost of an entirely new floor and the inconvenience and frustration of more construction. I only hope that no other client is referred John Bacot as their contractor if they choose to go with Tolson Appliance Center for any...

I do try to promote shopping local; however, I do not recommend Tolson's Appliance Center, Gotham Sales or New Leaf Service Contracts. An $1,140 purchase made for an appliance including warranty with a $100 refund at end of warranty if no claims were made seemed like a good idea. I have the original receipt, original product manual and print out from New Leaf website that documents purchase including dates and warranty coverage. Apparently, further information is to be sent to the customer - after leaving the store - that allows for $100 refund. It is time to collect the refund. Tolson's says to contact New Leaf. New Leaf says to contact Gotham Sales. Gotham Sales says Toslon's should have the certificate allowing refund. I make a trip to Tolson's and was told that Gotham Sales (a middle person/company for New Leaf) was responsible for sending me the certificate and gives me a name and phone number. I contact Gotham Sales and was told the certificate was emailed to me. I request they resend because I did not receive it. I am placed on Hold, the person comes back and says it was not emailed and was mailed to me around June of 2019. I request again that the certificate be resent because it was not received by me. I am told they do not keep those records and if I did not receive it there is nothing that can be done. Remember, you do not receive this "required document" at time of purchase -- it gets sent to the customer later. Each organization has pointed blame at the other parties involved and none are interested in simply offering Quality Customer Service. I will not do business with any party involved again. There are too many businesses interested in obtaining and keeping customers through offering quality products and quality service. It is not even about the refund - it is about the lack of interest in treating the customer...