Spears Appliance

08/30/09

Service not as good as sales

by katrific at Citysearch

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.

• Pros: Good selection - neighborhood store
• Cons: Poor customer service skills and questionalbe tactics