HERB SNOW & SON MAYTAG

Samsung directed my warranty repair to Herb Snow & Son. I found the technicians to be quite professional, even though the repair did not work. I cannot speak to the prices because this was a warranty repair. However, I will never do business with this company again and would encourage anyone who reads this to avoid. After the repair failed well within HS's 90-day warranty, I called them to schedule a second visit. Less than 24 hours before the appointment, HS informed me that Samsung had not authorized the return visit - even though this was within HS's 90-day warranty for the prior visit, so I had to cancel the appointment and go back to Samsung. Samsung then provided a second authorization and the repair was scheduled for a week later. During the next few days, the refrigerator issue got a lot worse. Ice accumulates on the evaporator coils, causing the fan to rub against the ice, creating a loud buzz. The buzz is annoying, but it also runs the risk of burning out the fan motor. I've manually defrosted this refrigerator several times myself, but I was worried about temporarily fixing the issue just before my next appointment. Fix the issue and not have a problem to show the tech, or let the issue continue and allow it to do worse damage.... So I called HS. "Kelsey," the woman who answers the phones and purportedly owns the business along with her sister is an amazing combination of disinterested, flippant, rude, arrogant, and condescending. This has always been the case, but in this instance it was particularly aggravating when I presented my dilemma and was simply told, in the most flippant way possible, "look, I can't tell you what to do." When I asked to speak to her manager I was told "my name's on the building." I politely explained to her that she ought to treat her customers with more respect. I never cursed, never raised my voice, just explained to her that this was no way to run a business. Just a few minutes later, I received a voicemail from "Kevin" telling me they were CANCELLING the service appointment and that I would need to talk to him to reschedule - despite the fact that Samsung already directed them to perform the repair. What a classy organization. AVOID.

Don't be fooled by the brand names they sell. This is one of the rudest, most unprofessional organizations I've ever dealt with. In trying to kindly resolve an issue with their workmanship, I was treated with great disrespect. At one point, I reminded the supervisor that I wasn't giving him attitude, and I'd appreciate the same in return. He responded by saying that he got attitude "all day long" , (as if that should justify him being rude to me.) Finally, he lurched forward (aggressively) and said in a raised voice, that he'd just go pick it all up, if I wasn't happy. I called his bluff, and told him that sure, I'd like to do that. After privately "deliberating" for about 5 minutes, he returned and told me that it would cost me $125.00 plus tax, for him to do that. Clearly, he had no intention of making it right... I could give you the "blow by blow" account of our conversation, but suffice to say, I was lied to, talked down to and treated aggressively. They used the worst of tactics and tried to intimidate me. I was also forced to purchase new parts because they "assumed" that I didn't have electrical connections that were up to code, so they provided old, substandard connections, which they made me upgrade at my expense. They tried to keep the original parts that I had paid for as well... (I wonder how many times have they sold the same parts to people?) When I mentioned Angie's List, another guy behind the counter yelled, "Yeah, we don't BRIBE people to write us good reviews on Angie's List!" These guys aren't just bad at what they do, they're scary as well! Avoid this company like the PLAGUE!!!

The elderly gentleman, named Mel, who was minding the store called someone to ask if they could lower the price. The person on the other end had to do some checking and called back very shortly. She asked Mel if she was on speaker phone. (She was.) He immediately took her off speaker and listened to her. He got off the phone and said they could come down $50 on each appliance, and that there was a rebate of $100 if I go online. He also said she checked and the cheaper appliance store did not have either of these in stock, and the Maytag store does. I also got the cost for delivery, hoses and set up. The set would have cost $1700 plus $69 delivery and $40 for hoses. I would have to send in and wait for the $100 rebate. I said I'd think about it and left. I got home and checked Maytag.com for rebates. All rebates were for purchases prior to 12-31-14. I then called the other appliance dealer. Not only were the washer and dryer in stock, but on sale through the end of March for $1424. The delivery and set up charges, including hoses was $40 total. I won't be using Herb Snow appliance!

My ratings refer only to the sales and service from Herb Snow and Son, not the actual product purchased. At the time of purchase I was required to sign a statement that I would be responsible for all carpentry work needed for installation. Not knowing the size of opening (yet needing the oven quickly, if possible), I paid for the wall oven/installation and the salesman asked me to go home and measure the opening in my cabinet for the oven. I did so and called back to tell him the measurement. His response was, "you should be fine then." When the oven arrived it became apparent that the opening in my cabinet was not wide enough. Rather than looking up the specs for the oven the sales person appears to have been more interested in making the sale (I acknowledge this is a leap of judgement). Had I known there would be big issues with installation I would likely have just called off the whole purchase and waited three weeks for something from the company with which I usually do business and with which I have never had installation issues. I will need to have my carpenter out again to look at this installation when he has more time and am still not sure how much more installation is going to cost me. At this point I would rather pay my carpenter to finish the installation than forfeit a 20% restocking fee and then need to turn around and purchase yet another oven. I understand that "stuff happens" with installation, but from my point of view this company did not care about me as a customer, only in making the sale. If you care about customer service and a sense that you are a valued client, I suggest you go elsewhere with your business. As an aside, the store on North Rock Road absolutely reeked of long-term, permeating stale ciagarette odor. I'm not super picky regarding this but it was really over the top. If you are a non-smoker and strong smoke odors bother you I recommend going elsewhere.