Gardena >South Bay Appliance
big box stores, good service, great suggestions, not honor service tech
Happy customer. Our family has been using Spears / South Bay for over 40 years. We really appreciate how they take care of their customers. they have a personal & family touch that you just don't get at the big chain stores. They know what they are talking about and we've never been steered wrong.
3 generations of great service. I've been out of the area for almost 20 years, but it was great to learn that this family business is still around. I needed service for my parents who still live in the area. My parent's old refrigerator was done for, and they took care of everything for us from the requested service call to replacement - on the same day! It's nice to know that dependability and honesty still exist.
Spears Appliances. Unlike the big box stores the staff can answer questions on their products. I had several efficiancy and technical questions on a new kitchen and the big box guys had no clue. The sales staff here actually answered my questions and made a few great suggestions to help with my purchase! I will be back when the washer and dryer give up!!
Service not as good as sales.
I have previously purchased appliances from Spears and they were installed to my satisfaction. So when I received new appliances I called Spears and they said they had no problem installing items not purchased at their store. I got the great news that a morning appointment was available the next day and the tech would call to arrange the exact time.
The service tech did not honor the appointment, as I did not buy the appliances from them, and he said he would only do my call after he did all of the other calls for people who did buy from their company. The tech showed up late after the dispatcher had difficulties reaching him. The service tech was cordial and clean, but was very disorganized and could not even find the range top and hood in the hallway!!! The way he put out his tools took up the whole kitchen and made it dangerous to walk around and nearly impossible to use any other item in the kitchen. After starting 'additional cost work’, he shoved his price book in my face and demanded that I sign the paperwork authorizing the service and additional charges. He had not fully explained the fee and I refused to sign. Part of the cost was $50 (approx $200-250.hr) to cut 2-4 pieces of 2x4, which is excessively for the service. I went to call his office after giving him a piece of my mind. He put my old equipment back in place, but did not install it so that it was functional (as it was before he arrived) and his sawing and other mess was not cleaned up. He left my front door open and did not inform me that he was leaving. The dispatcher listened to my complaint, but never let me speak to a manager. The service department gave me the run around and 3 different quotes for the same work and seemed to be taking me to the cleaners with un-necessary add-ons. My service call was unattended for over 1 week and they even called to make another appointment to finish the work.
I had the work completed by another professional, who was able to do the work correctly without most of the add-ons that they wanted to charge over $300 for. Spears staff needs to learn about customer service and correct policy and procedures, so that they do not look like they are taking advantage of the client and situation.
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