BLUE RIDGE APPLIANCE AND HEARTH

Installer arrived 2-1/2 hr late. Slow workers. Left twice to buy parts they needed & didn’t discover until they were here over 2 hrs. Overcharged for parts. Total cost to install cooktop & dishwasher was $707! Old appliances had already been removed. Store carries high-end appliances but delivery/installation is a ripoff.

They delivered a unit that was defective. When my wife called them about she was told by Sharon that the business would not take it back, service it or order the part to make it function, we had bought it and it was ours to deal with. Later that day the same Hag called back and said she would take it back, so they came out and picked it up. 3 months later we still have not been credited the amount paid. The last time dealing with it Sharon wanted a 20% restocking fee. If they are gonna restock a non functioning unit, I wonder how many times the unit has been sold and returned for 20% fee. After getting nothing but the run around we are handing it over to the attorney to handle. Attorneys get paid to deal with crooks, my wife and I do not.

We are on the PSNC appliance warranty and Blue Ridge Appliance was who they sent. The fellow was knowledgeable and gave us guidance in what to look for when the noise occurred. Unfortunately, it was not making the noise when he was there. We are watching now to see when and where the noise is emanating from and will call back to have him come replace the part that is failing. He did say it wasn't the compressor so we have breathed a sigh of release.

I have used this company for over 5 yrs for repairs and purchases of appliances. I was told the cost for the installation will be $122.00/ hr and $2.00 per minute over that. To speed the process up my husband removed the old dishwasher. Fellows that arrived did not give me an estimate of how long it would take to install the dishwasher. Stated they would not Hotwire the appliance and installed a new outlet box. I was in agreement with that. But then to take 3 more hrs to install the dishwasher when they broke the bracket. I was concerned about the charge. Office called me looking for employees since they were not returning their calls. I voiced my concern to Greta who said she will let owner know of situation. Next day Sharon called and told me the cost was more than the dishwasher...needless to say it was upsetting. She stated the cost was $155.00 for the first hour. I shared I was told $122.00 for first hour. She agreed to take one hour of service off, but her tone was very hostile and defensive. There was no room to negotiate. Very disappointed with this experience especially since I have recommended them to my friends. A definite loss of trust. I tried to avoid the Big Box stores and stay Local but will not go back to Blue Ridge Appliance again.

Serviceman came and installed new gasket. Asked me if I had a hair dryer, so he could "set" the new gasket. I did not, and asked him if that wasn't something he should have with him, if it was necessary to finish the job. He said it was, but he had taken a different truck, and there was no hair dryer in the truck. The gasket was supposed to "fill out" to properly seal the area between the door and the main body of the freezer. This didn't happen. I called Blue Ridge Appliance and Hearth, and was told to rub some vaseline on the gasket, and the gasket should fill out in a few days. I did that, but it didn't do the trick. I asked for my money back because the work that I paid for was not done, and I was told that because I didn't call within 30 days of the service being performed, I could not get my money back.

Let me start by saying that I ALMOST always use Angie’s List when looking for contractors, but used a referral from a friend this time. BIG MISTAKE. On Monday morning, my washing machine would not drain or spin and it took until Friday to get an appointment. I was not able to pick a time, she had AM or PM and said she would try to put me on the early AM but wouldn’t tell me until the evening before the appointment. I was scheduled on the 1-6 PM. Very inconvenient for me, but I needed it fixed. Christy on the phone told me there would be a charge of $97 to diagnose the problem which included 30 minutes of labor plus whatever the parts cost. If I needed more time for labor than that, it would be $1.40/min. The technician, Tyler, arrived on time (he called when he was on his way) and very quickly (like 10 minutes) diagnosed the problem – burned out drain pump. The washer had overloaded and I didn’t find it for hours so the pump had burned out. Said he could fix it in 10 minutes, however, he didn’t carry any parts on the truck even though I told Christy the make and model and problem of what he was coming to fix. If the process was to send a technician without parts, it doesn't seem likely to me that you would need to include 30 minutes of labor time since he wouldn't be doing any labor - just some diagnostic time. Tyler called the office and inquired if the part was in stock. It was, however, he couldn’t get the part and come back before Monday. He said the office would call me at 8 AM on Monday morning to let me know what time he would be coming. Since he didn’t have the part and only used 10 minutes of labor time, the additional 20 minutes was a given to the company. I had to pay an additional $42 for the installation when he returned for the installation of the pump. I think that this is purposely done so that the technician must return for another trip in order to charge the customer more. At 8:55 AM on Monday, I called the office and asked what time Tyler would be at my house. Christy said the part needed to be ordered. When I told her that Tyler had called and verified that the part was in stock on Friday, she replied that he couldn’t come because he didn’t have any calls that day. When I told her that he said he would come, she was extremely rude and said "he shouldn’t have said that." She curtly told me that this was their process and that’s how it was going to be! She said I would have to wait until Tuesday for the installation and she wouldn’t let me know until Monday evening when Tyler would show up. She said she would try and accommodate me with Tuesday AM, but of course I was scheduled for 1-6 PM. I told her that being rude was not the way to treat a customer and that she wasn’t going to get a good review from me on Angie’s List and she said the most peculiar thing – “I don’t care, everybody who uses that site just writes in to complain.” Being a user of Angie’s List for over 20 years, I thought that was a most strange comment until I then looked up the company on Angie’s List (which I should have done before ever calling them). There it was in black and white – the rude office worker, the archaic scheduling – the numerous “F” ratings. I’ve learned my lesson. The only good thing that has come from this, is that my best friend who uses Blue Ridge Appliance (Tyler even verified that he knew her) will no longer be a customer either. I guess Christy “doesn’t care” but I wonder if the owner cares about having a preferred customer upset that her friend was treated so rudely and the loss of two customers. I’m telling my story to everyone I know and I hope Angie’s List will help me spread the word. Go somewhere else on this list.

This was a tricky replacement that had to go in a custom opening. They were very good about helping us measure to fit the space. The unit we ordered came in with a scratched drawer and they wouldn't deliver until a replacement had come in, so we had the perfect piece we'd paid for. The installers were great. The refrigerator has an external filter, which we knew, so the installation was a bit more complicated than usual. They did a great job with it.

Part received from supplier was wrong part. The Blue Ridge Appliance technician made it clear to the provider that the part is available despite the provider's system saying it wasn't. The next week after the correct part arrived, the Blue Ridge tech installed it quickly at reasonable cost.

It took a while. It was a process and I've had this done before it wasn't the process so this was a bit painful so I would give them a C. They came and gave me an estimate but in the end they didn't include everything. And so it cost me about a thousand more dollars than I thought. The cost estimate could have been better, they could have arrived when they said and taken the time that they said not that if extended it much more.

When I set up the appointment, I explained the washing machine was 20 years old and explained I researched the part that needed to be replaced. Sent a technician and technician confirmed. They called to order the part. NO parts are available for this machine. Would have been nice if they would have told me in advance there are no parts available for this model. So WRONG. On the positive, the techs were on time and helpful.

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Do NOT do business with this company. First, their policy for scheduling service is archaic. They will put you in a PM or AM time slot depending on their routes that day and notify you of your slot at 4:30pm the day before. They SAY they try to accommodate your AM or PM requests but they were at my house twice and they never accommodated me. In addition, you have to sit around your house and wait for a 6 hour time slot for the technician to arrive. If you and your husband/wife/partner works this makes it impossible to plan around work schedules. The receptionist on the phone is RUDE and an absolute bull dog when it comes to bending or working with you. She ended up hanging up on me when I questioned her about giving me a different time slot. You get in the AM or PM slot and that's it. There's no changing. In addition, if you live in Asheville like I do, the only days they service this area are Tuesday's and Thursday's. My dishwasher part came in on Tuesday but they were booked for the next Thursday so I had to wait until the following Tuesday. For a simple dishwasher repair (which I told them the problem before they even came out- it was the water intake valve) it took 2 weeks to get fixed!! The service technicians that did the service were also inconsiderate. They did not introduce themselves. They did not put on footies over their shoes to protect my floors like most service repairman do. They plowed into my home never said a word to me, fixed the dishwasher and walked out. As they were leaving I asked them "is it fixed?" They said "Yes" and walked out while saying "having a blessed day." Also, do some research on this business and you will see bad reviews on them all over the internet. They even have a B- from the Better Business Bureau. I can definitely see why. Total racket and rip off that cost me over $300!! Save yourself the hassle and headache and do business with a company that actually cares about its customers!!

Upon initial contact, they were not sure what a mini split was and called me a couple of times to get more detail about the model. No issue, I understand it is a new system on the market. Set the appointment for the following week, called on 11/24/14, set an appt for 12/1/14. Stated they were busy and did not have an earlier time. Tech came out and found a blown motherboard. Ordered a new board from the Friedrich parts distributor. After 2 weeks, contacted Blue Ridge and stated they have not received the part yet and would check in to it. Called me back and stated the part should be in any day now. Actually called me back the next day as the part arrived, but could not get me on the schedule for another week and could not get me in earlier. Most service companies troubleshoot, go get the part and come back out within a day or two, not a week. Granted Friedrich was slow in sending the part, however the part came in and I was put back on the schedule as if I had just called for service, really? Well, the new part blew and they had to order another motherboard again. This time they troubleshot the issue and found a bad fan motor caused it. After a few weeks of waiting, I called and was told they had not heard from the distributor. They did not offer to investigate and just said this is typical of Friedrich. Called Friedrich and they looked in to the delay. Got back to me within the day and was told it was on back order, but they were able to find an in stock part from another distributor and they are sending it to Blue Ridge over night. Part came in as scheduled, Blue Ridge called and of course put me on the back end of the schedule the next week. This is now February 2015. Have been without heat since November 2014. Installed parts, unit running, seemed fine. Noticed the unit wasn't heating as before. Called them to come back and refused to service me due to a bad review on another site. Had to pay another company to come out and make the repair. The new company as soon as they looked at the indoor head informed me there were finger prints all over the unit. Told them that was from the other company leaving it that way and I had already cleaned what I could see from below. They made some adjustments and now working like original. Spoke to the owner of Blue Ridge and was told it was up to me to call and inquire in to the parts delay. I had asked the office twice to have the owner call me, once in November and once in December, neither of which were returned. Although Friedrich is partially to blame for the delay in parts, Blue Ridge did not stay on top of this situation and delays were exacerbated by Blue Ridge.

Blue Ridge had to come out twice for the same issue. They ended up charging me over $500. and installed the wrong part. They were rude, late for appointment and the service techs seemed to have little to no training. They refused to refund any portion of the bill although they ordered the wrong part. I highly discourage anyone from using them unless you want to be out of lots of money for no reason and in the end have to call someone else to get the repair done. The other company repaired the problem immediately and was less than half of what Blue Ridge charged!

On the first visit the guy said he didn't have the tools to do the job, on his second visit to my home the guy removed all steel from the hood, he then told me he could not raise the hood as previously discussed on his first visit. I showed him how he could do it, he then told me he had to call the office. When he returned he said he only had a small metal saw and can't do this and that his office instructed him not to do this. He didn't want to do this from the start, he made that clear from the moment he removed the steel cover. Extremely disappointing, it seems this company only want to do easy stuff, like the warranty work, anything difficult or complicated is not there thing. The 2 guys left without saying they were going, I returned to the kitchen and the center island they moved on arrival is still out of place and the hood canopy is covered in finger prints, the island is too heavy for me to move back into place on my own and I am clearly in a worse situation than before they arrived. Think twice before using this company, they are very unprofessional.

Diagnosed dishwasher not functioning. Not practical to fix as was touchpad and possibly control panel unit so purchased new machine versus putting a lot of money into older machine.

After an hour + with two guys, they came to the conclusion that the dryer drum was warped, which was easy to see. When I asked the owner if they would take some of the cost off of another unit, since it was not fixable, they said no. They charged by the MINUTE for the service call, whereas most companies have a flat fee that can be applied to the repair or replacement. My bad for not getting the specifics before they came. They don't give a d*** about customer satisfaction. How do you spell RIP OFF? Blue Ridge Appliance!

When the washer and dryer came in they came out and installed it.

They did a great job removing the existing firebox with no damage to the surrounding rock wall and installing the new box and the gas logs. I was very pleased with the entire project from the on-site visit to estimate the cost to the finished product.

Showed up on time, completed work in a timely matter, would recommend

I knew exactly who to call since I had Blue Ridge help me with another issue recently. I called Blue Ridge on Monday. An appointment was made for Tuesday. It was Kinley again who came out. He knew exactly what to do. He brought with him the repair parts he would most likely need. He promptly made the fix and my dryer was quickly up and running. I know I can count on Blue Ridge.

Call Blue Ridge Appliance when you need prompt, professional, helpful service. The other "factory" service told me they can get to me 5 days from now and their minimum charge would be $129. Kinley from Blue Ridge arrived only 90 minutes from my call for help. He called me as he was on his way. He was clean, neat, polite, helpful, equipped, and professional. Call Blue Ridge. Great service!

They are really good and do a great job. They were very professional and polite. They were on time. They are top notch. I rate them high.

Vendor inspected Dryer to locate noise. Then called and ordered parts. Upon receit of parts, promply returned and installed new rollers.

Real good. They were on time. He did some trouble shooting and was very good at it.