STERLING APPLIANCE

We have used this company for purchases and repairs and had great experiences until this last time. I called and easily set up a service visit. They showed up on time and seemed competent in identifying the problem that required a part and so a followup appointment for installation. In the few weeks between the initial visit and the followup, something happened to their service department. I called many times but they never picked up the phone, nor did they return my call when I left my information. I finally spoke to someone on the other side, parts and sales, and he put me on the schedule. When the day and time came, after I rearranged my schedule to be there, no one showed up. I called the service department again and no pickup and no pickup and no pickup. I called the other side again and they took my information but I was never contacted about the visit. I will not use them again unless I am guaranteed that they have resolved this problem.

Got the right very experienced technician Allen out to my house, that countermanded the first very expensive diagnosis of my built in wall oven microwave, and fixed the real problem at an affordable price. I really appreciate owner manager Rick getting things right for me and I will use them again.

Never replied to my request messages

Very knowledgeable, and professional. Installation went smoothly.

Repair was done & it has worked perfectly since.

Fine. We needed the refrigerator quickly and they met that need.

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not well. space was too small for new dishwasher. installer recommended a model that would fit.. we ordered that model and it will be installed next weekend. knowledgable service and pretty fast

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Had to take off TWO days of work for a job that took less than an hour. Customer service was horrible, could not order the right parts, lied about the times they told us they were going be there. horrible experience. No professional customer service at all. You do not lie to your customers for your mistakes and they did not care. The only saving grace is that they gentleman who came out to do the work was a true gentleman. I cannot believe he works for such a crummy place.

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Sold and installed a new microwave and removed the old one. They were helpful and prompt at returning my calls, ordering and installing.

The technician came out on Wednesday. After about a hour he said that I needed a new controller unit which he thought he could have by Friday. He scheduled to come to the house on Monday. On Monday he installed the replacement controller. After another hour of work, he told me he still couldn't get the dryer to turn on in normal operating mode and needed another part (an ON/OFF switch!). He ordered the part and returned late in the day on Tuesday. It took another hour to fix because the manufacturer had glued the washer together. Luckily he managed to pry them pieces apart without breaking anything. Their responsiveness is quite good. I wish there were a better way of diagnosing faulty parts on the dryer other than replacing parts and then seeing if that fixes the problem. I was without a dryer for more 10 days even though the technician was returning as soon as he could after each part was ordered.

Dale was the Technician. Very amiable and professional. Diagnosed the problem in literally 5 seconds the moment he heard the noise coming from the Washing Machine. Explained the part costs roughly $30 and the labor would be $45 on top of the $79 visit fee. Took him probably 10-15 minutes to perform the work, showed me the broken/old coupler after he had replaced it and went on his way. Very satisfied with the professionalism, cost, and services performed. That also includes the gentlemen who scheduled the visit when I called in, he too was very courteous and customer service oriented.

No, zero, issue with guy who came to house. A knowledgable old school guy who did his job and well. We'll see if that continues today, but I have no reason to think it won't, they are putting the piece ordered in today. I only felt compelled to write this as S. A. is profoundly rude and condescending on the phone when setting up ANYTHING. Examples: When I first called, was routed to service and first words out of Service Guy's mouth, after I explained what I needed: -"well we are going to charge you $79.95 just to come out". Then, when I told him we had self cleaned the oven and since then there was a problem: "well, that is your problem, when you do that on a 13 year old oven, they can't take it". So I asked him if he was aware there was a BUTTON on the oven for Self cleaning, meaning that the unit was on occasion, encouraging me to self clean and oh by the way, here is the BUTTON to do it. I didn't enjoy being told I broke the oven while doing something that the oven was designed to do, and I know that because there is a BUTTON that says "SELF CLEAN". And I am a big boy, I know that it makes the oven hot as heck, etc. But this guy made me feel small and stupid and I let him early do it, but then I stood up for myself. It did not get loud, just very sarcastic and I did it right back. Then acted like it would be weeks, but did me a monster favor working the guy in in the next week. Really treated me the way you treat someone asking for money, not a customer. Now, I then called the non service division to just kind of say, "hey fellas, you may want to maybe train your guys a bit". Sorry, but it is just as easy to say, "ok, I think I got it, let me tell you what we do here, we do need to charge for the service call just to come out that is $79.95, and for that we'll diagnose, etc." and, "well, you didn't do anything wrong, that self cleaning can be a bear on those older ovens", or something. . Takes just a little effort. Well then the store\non service division, when I said I didn't think the guy was as customer friendly as I'd like, I asked if they would rather sell me a new oven, so that is why they make me feel so rotten about service, when there was no guarantee I'd buy it from them. He said that heck no, they make way more money from servicing. So why would they be so snotty? Is it because there are no other Loudoun providers? Meanwhile so the guy comes out he is ok, tells me the scoop with the control board, he can get a new one and get back in to put it in. HE said to call in to schedule ASAP. I call immediately, I say, your guy is here, he has it figured out, but has to get a part and he said to reschedule aSAP and ...(the guy interrupts me and says: Name?"). I am sure they prosper by being a long fixer\name for appliances in Loudoun and maybe there aren't others. I am sure the guy will fix it fine today, but it makes me ill to give a company money that treats people like annoyances. Maybe if they just give their service part of their business the slightest amount of phone etiquette training that would be a good thing. What this has done is give me the impetus to look as many places as I can in the event of another issue some day. When if they had just been less arrogant, I'd be their biggest fan. No one likes to pay someone who acts like they are doing you a big favor. Jim Killian

He changed a circuit board and refrigerator worked great ever since. I would use them again.

We ordered a refrigerator, dishwasher and oven. No pressure was applied and the experience was quick and easy.

Have been very happy with this company.

I had issues with the refrigerator, and the guy checked it and found out what the problem was. He said he did not have the part with him, so he went all the way back to the warehouse and brought back the part. After he was here for a little while, it started acting up the same way as before. He told me that he needed another part but because the warehouse was closed for the weekend, he could not get it till Monday. When he got the part, it happened to be the wrong one. However, the guy was very quick to try and fix everything. We were doing some research, and we found that the part in question was on recall. Sterling Appliance apologized, and they told me that it would be better if I went with somebody that covered the warranty, and in that way, it would be a free fix. I was really appreciative of their honesty. The price was reasonable. The services were a little over $200, but because the part was on recall, they refunded the cost of the part, and I ended up paying only for the labor, which was about $70.