Heidlebaugh CR & Sons Inc — Local services in West York

I have calmed down enough to write this.

I will attempt to be polite and professional as I write this review.

Before I begin, I will say that we have been loyal customers for over twenty years and up to this point, we have been 100% satisfied with their customer service and repair service.

Second to none.....every issue we've ever had has been professionally and promptly taken care of.

Up until today.

A couple of weeks ago, my wife and I went to pick out a new fridge....found what we wanted, ordered and paid for it and set up delivery.

First problem......they showed up two days early.

To add to the confusion, my mother lives with us, she has dementia, her care nurse was not expecting a refrigerator and neither were we.

My wife is a nurse, she can't just leave work, it was a huge inconvenience for her to arrange someone to come in and cover her shift so she could come home.

And an added bonus, she had to work late to make up her time.

I am not permitted to answer my cellphone at my job, when I got off work and checked my texts.....I was not pleased.

Second problem, they had unloaded the incorrect refrigerator and were about to install it.

Not sure how they showed up two days early with the wrong fridge.

Having said that, my wife said the guys delivering it were very nice and friendly....as they always are.

When I got home, I called your business and the gentleman that we originally ordered the fridge answered the phone.

I described in a polite and professional manner how disappointed I was with how things played out.

Did I get an apology?

Nope.

I got the gentlemen not owning up to his mistake and he wanted me to look up my paperwork.

Huh? I didn't make the mistake.

He was not a good listener, he constantly interrupted me ....not listening to me and the fact that we were extremely inconvenienced

........and they attempted to deliver the wrong fridge as an added bonus.

I told the guy flat out that they dropped the ball on this one and all I got was interruptions. I was attempting to describe how unhappy I was in a respectful manner, all I got was interrupted numerous times.

I worked retail management for over 40 years.......when I made a mistake, even if there was a hint of me or my team making a mistake, as long as the customer was reasonable and polite.......I would BEND OVER BACKWARDS to make sure they left my shop happy. Even if they were wrong........if they were polite, I made sure they walked out the front door of my business happy.

I'll be honest, the gentleman upset me so much, I just hung up on him before I lost my temper even more than I already did.

Not sure if we will be back.

I gave this review 2 stars because the service folks had no idea they were two days early and couldn't have been nicer.

This gentleman needs some customer service training, he really, REALLY pissed me off.

All I wanted was an apology, and I didn't get it.

Here's the thing, if the guy woulda just said......" I'm not sure what happened Mr McNally, I'm sorry, we dropped the ball, how can we make it right?"

If he just said those two words, I wouldn't be writing this review.

I haven't been this upset at a local business for a long time, you guys dropped the ball big time...

No Stars

Dealing with this store has been very frustrating. Depending on which store employee you speak witb, all information Heidlebaugh's has given us has been conflicting.

We attempted to purchase a set of speed queen machines (washer & dryer). Initially we called the store to place and order and make payment over the phone. At that time we were told that they were unable to make an order and take any payment by phone and we would have to physically come to the store. So we did. Spoke with Steve and the owner, Bill. Order placed, order paid, delivery scheduled. Not excited that they couldn't deliver our machines any sooner than 10 days out. Oh well, so the wait began.

Laundry piled up and we anxiously awaited our delivery. I took off work to receive the machines, inconvenient but necessary I suppose. So delivery day, we received a call from the delivery driver. No dryer would be coming today. Do we still want the washer? No, we ordered a set, we paid for a set, we need a set. When will the dryer be available? Driver says no clue, just told to call the store.

So we began a day of phone tag. I'd call the store and would be told that I would be called back. Waited hours, no return call. Call the store again. Given a multitude of excuses as to why we wouldn't be getting our machines. Every phone call was a different excuse and story. At no time did Heidelbaugh's ever offer to fix the issue or extend any customer service.

In the end we canceled the order and went with a higher rated and reviewed local business.

I feel as though we may have actually dodged a bullet in the end... imagine if we did eventually get our order and had to use Heidelbaugh's for any warranty or service issues!

Long story short, go with another local business. Save yourself the...

I now buy all my major appliances from Heidelbaugh's rather than a big-box store. I don't even compare prices because Heidelbaugh's will service what they sell. Just had a new dishwasher delivered yesterday because the old one (which I'd bought from Sears) had begun to leak and it wasn't worth the trouble of trying to find someone to try to repair it or try to find parts. When we were looking for a new fridge ten years ago, we tried shopping at Lowe's and couldn't even find a sales person....when I walked into Heidelbaugh's looking for a dishwasher, Salesman Dan promptly showed me the features and convinced me that the model I'd been looking for was not the best choice and steered me towards a LESS expensive model which had an important-to-me feature. And the installers who came to my house yesterday, Steve and Levi, were obviously quite experienced and did a good job. When I needed service on a front load washing machine I'd bought from them years ago, the repairman came out promptly, diagnosed the problem and fixed it (the first time)...and years later when the machine developed a similar problem, the same repairman came out, told me the repair would be prohibitively expensive and I bought a replacement top-load washer from him (via his phone contact with the office staff) with delivery just a few days later. Yep, Heidelbaugh's is a great family-owned business who provides great service. They are my go-to place for appliances...