Lakes Electronics

George was polite and professional. He phoned first and appeared slightly early. He worked quickly and cleanly, answered my questions, and even gave me some unsolicited tips on using the stove.

Critical: Professionalism, Quality Would give negative stars if I could. Unprofessional decorum. Repair not completed correctly. Samsung issued my first ticket to this company on Saturday, November 28th. One week went by with no call from Lakes Electronics (LE) despite Samsung's promise of a call to schedule no later than Thursday, December 3rd. Called LE on Monday, December 7th, person was unapologetic and wouldnt schedule my service appointment for 2 broken appliances earlier than Thursday, the 10th. Now 10 days since I could use brand new microwave and 6 days since i could use brand new refrigerator/freezer. Repairman comes on the 10th and accuses me of breaking microwave during installation. Unprofessional. Door was misaligned out of the box. If i had known it was going to cause problem i wouldve returned it. Fixed the microwave. Purported to fix cooling issue with refrigerator/freezer but less than 12 hours later not working again. I called back LE today and they refuse to send someone out today to repair and also refuse to even schedule repair until the one person who covers my area comes back next week. No apology or attempt to correct their bad repair. Call back Samsung and they are no help they say LE does not let them even call them after 4 pm despite the fact they are open until 5:30. Call back LE and they hang up on me several times then leave me on continuous hold. Call them back from my wife's phone requesting a manager and they promise a manager call back today but they are closed and no one has called.

My family had a very bad experience with Lakes Electronics Inc. We had our dryer break, and couldn’t get the issue resolved for over 8 weeks. We ended up having a to buy a new dryer because the tech fried the motherboard of our dryer, and lost $275 in service fees that we won’t be able to get back even though they were at fault. We had the tech, Lance, come out three times with almost zero communication. He was very rude and extremely unhelpful. He ended up frying the motherboard of our dryer and suggested we call an electrician. We did, and had to buy parts from the electrician too. The dryer still didn’t work. When Lance came back, he never put the order in for a part that we ordered from him. So when my father called to figure out what was happening, he was on hold for over 45 minutes, talked to multiple people (George, Julie, Shey) And we still couldn’t get the issued resolved. 8 weeks later we had to end up buying a brand new dryer because they couldn’t fix it, and actually caused more damage. Don’t use this company if you can help it, if you do use them, except lots of frustration, no communication, and to loose lots of money and time.

The tec came out to give a service diagnosis and charged me $99. They stated it needed a new spin basket. I got a call later that day and they stated they would return in two days to repair it. They never showed up and never called on the day they were scheduled to repair the unit. I called them later that day and they said they didn’t get the part. I believe it was a lie because Samsung states it only take 48hrs to get the part. Samsung called me 3 days later to check on the repair service and I informed them of what was going on. Samsung called them and they stated they had tried to reach me to repair the unit (total lie again from the company). I then called the company back and they stated they would be out in two days. Again they never showed up or called to say they couldn’t come. Be aware of them coming to your home and charging you a diagnostic price but never showing up again to do any repair. Better yet they are not a reliable company and they just want quick money which is the diagnostics price of $99. Stay away from this company!!

Went great! Lance was professional, timely, and did a great job!

I was told that it was $99 for someone to come assess the situation, and if the repair was completed that money would be applied to the bill. I had a gentlemen in my house for 35 minutes who then gave me a bill for $255. He said that I paid a labor charge per part that was replaced and 3 parts were installed. I was shocked, but paid the bill. Within a couple of hours, I realized the job was not done correctly as my dryer still had no heat. I called the company back and was told that if another part was installed, I would pay a labor charge for that part also. Since I already paid such an exorbitant amount, there was no way I was going to pay more money. I spoke to 3 different people, and the only concession that they made was that they would give me $30 back. I stopped payment on my check since I still have a dryer that does not work. Two months later, I began to get phone calls and letters in the mail. I called Valerie in their office, and she was shocked by what I had to say. She also reiterated the fact that they charge labor based on the number of parts that are installed. She connected me with Andy, the owner, who offered no help and no solution. He adamantly denied that they charge per part, even though numerous employees have told me that. He told me that they would come back out now and it would be covered, but that I needed to pay the original amount due. This is absolutely worthless, since I had to buy a new dryer. Then he asked if they could come pick up the old dryer. I should have looked up their company before I allowed them into my home, and I would have realized what I was dealing with. He told me that the only reason they have such bad reviews is because they service so many customers. I know plenty of businesses that are larger than them, who do not have F ratings with the BBB.

I would never hire his company again. I was referred to them by Samsung. Since my warranty had expired on my dishwasher I called and they said they had a $99.00 service call which will be deducted from the repair. The guy, Joey, came to the home and without looking at the machine said they ad sent him with the part I needed and the cost was $350.00. Even if right the part would only fix one issue. I truly feel that they are in the business of collecting service fees and giving high estimates so tat they can make $99 for a 2 minute service call. This would explain why the tech was super early. I refused the repair because I could get a new unit for $500. I eventually had Samsung agree to pay for the repair in Full. When I asked for my $99 back the company refused stating it was a separate ticket. For this I refused to have them do any work and asked Samsung to get me a new company. This company's customer service is horrible hence their poor marks here and on other sites. If I were you I would stay as far away as possible.

Completely misdiagnosed the issue and charged me $99 for a 3 minute service call. Then handed me a $350 repair estimate for a $500 dishwasher. Never again !

Lakes Electronics is absolutely one of the worst companies you can ever imagine dealing with I can only sum it up in 3 words: Ripoff, Unreliable & Unprofessional so do yourself a favor and run the other way

It was an evening call on the weekend. The gentleman showed up in about 45 minutes. I was very impressed by that. He was able to identify the issue with my system and do an initial repair that evening so my wife and son were able to go back to sleep. He came back to the next day to do the long term repair to replace the part that was needed. I was pleased.

Charged $500 to fix and left saying it was fixed. It was not fixed. Immediately called them to come back out and that was over a week ago. It is a scam.

It didn't and we got charge a lot of money still no refrigerator!

The tech showed up late, he seemed like a rookie on his first day alone (later told this was a senior tech) he took the machine completely apart then replaced the motor to find out it wasn't that and he had to order a part. It would take a week for the part.
On the 2nd visit he gave a time then called early and said he was on his way, he replaced the rotor and told me the machine was fixed. Later I took a look and thought the washer basket seemed out of place and am pretty sure it is, l can swing it from side to side and almost hit the outside case of the machine. I put in a small load of towels and the machine started clicking as the basket turned, which was way worse than our original complaint.
I called the company and the girl was very rude, first saying she would have him come by, I asked for a senior tech and was told he was one, as she got more frustrated she then said he could not come for a week and it would be the same person. This company left our machine worse than when they started. I have contacted Samsung and they are sending another company, I don't have much respect for Samsung using a company like this to begin with.

Drum was replaced on 1/4/16. Washer doesn't work like it used to. Now it shakes and vibrates. The technician came out again 1/12/16 and trying to say that it is normal and there is a leveling issue. Washer is perfectly level. And it is not normal to hear the spin cycle across the house when the washer is empty. I told him to call samsung support and have them trouble shoot with him. He had the washer in a mode where you can see what the RPMs are and when the shaking/vibration occurs. When it was shaking, he was telling the tech support that it has a little vibration which was misrepresenting what the washer was actually doing. I told him "its shaking, not vibrating" but that went ignored. Causing whoever he was talking to at Samsung to say we have a leveling issue. Well... a level works one way.. when the bubble is in the middle your level.. I checked every level possible and its GOOD. Then he says its the pedestal the washer is on.. again I explained "IT DID NOT DO THIS BEFORE!" He did not want to put forth any effort to try to resolve the problem. Kept saying that they all do this.. I personally have a lot of experience with these types of washers. With 100% certainty, they don't do this.  Finally he rudely left. 







On the day of the service, I got home just as he was finishing. He explained that he never did this before and that it was a 2 person job. But stated that he was able to complete it on his own. This leads me to believe that he DID NOT know what he was doing and could have damaged one or more of the components while installing or installed incorrectly. I also noticed the new drum has slight damage on the back where it is attached to the motor. You can see dents on the inside. This could be the reason why there is a balance issue but not with the machine box, it could be the new drum. 







I called Samsung after he left, spoke to a specialist,  the specialist had me run the washer in a spin cycle with a level on top. While the washer was accelerating she heard the banging noise from the washer, she asked if it was still level and if anything was in there. It was level and empty. Her response was.... "I have a washer similar to yours and it is NOT supposed to make that noise".  The were to schedule someone to come out again, regretfully, Lakes Electronics called me today to come out again, I asked if it would be the same person, they said yes he is the only one for you area. I explained I did not want him because he does not know what he is doing. My request went on def ears and was told that they would just cancel the service call and that I would have to call to have another provider come out. 







Samsung and Lowes are still working with me to get the issue resolved. Hopefully I can get someone that can fix what this guy screwed up. 







A few other things that are unacceptable......While work was preformed the technician even decided to help himself to my tool box in the garage when he needed a hammer.... without asking... and where this hammer was he would have had to search a few drawers to get it. He had the nerve to tell me that "oh I saw it sitting on top and needed it". I can assure you that it was not in plain view. The office staff is rude, unfriendly and unaccommodating. The replacement was supposed to be done on12/30/15 I had an appointment between 1:30-3:30, he never showed. I called the office at 4:30 to see if he was coming out and was told no. Emergencies happen and I understand that. However, it would have been nice if I was told so that the person who was waiting for this guy could have gone on with their day. 

***Update***

Samsung sent out another service company to repair my washer. With in a matter of a minute  the technician  determined that the repair was NOT done correctly. He stated that the drum was stuffer then it should be and that he can hear the bearing on the drum indicating that it was not replaced along with the drum which it should have been. When I pointed out the damage on the back side of the drum where it goes to the motor the technician explained that  that could only have been done when the drum was replaced. He called Samsung, they told him to send them pictures and explained they would get back to that repair company about the repair. The next day I got a call from that same service company and they explained that Samsung determined, from the pictures,  that the previous technician who changed the drum from Lakes Electronics, is who would have been the only one who could have caused the damage and that they are responsible to repair the washer and they will not pay another company to fix it. I have made several calls to Samsung asking to get them to authorize another company to do the repair, they will not. I asked to have Lakes Electronics do the repair but with a different technician in which they put in the request, but Lakes Electronics canceled 3 different service calls because I am asking for a different technician they never bothered to call me to tell me this. I found this out when I called Samsung. On 1/26/15 I called Lakes Electronics, spoke with the service manager, explained the situation and asked for a different technician. His response was that is the only person in my area who they can send. This company has been in business since 1972 and have "Samsung" all over their vehicles. I find it hard to believe that there is only one person they can send. So I conceded and said what can we do to get this washer working properly. He told me he will research and call me back. I hear back from him 2 hours later with a response of "we are not interested in working on your appliance". I explained that I understood what was being said.. but Samsung is insisting that Lakes Electronics is responsible for the damages and for the repair. So what am I supposed to do? He said I have to take that up with Samsung and stated again "we are not interested in working on your appliance". There was no apology about my experience, there was no "lets work together" to correct the issue.  I was open to any suggestions but non were given. He was not rude or anything, just a very "cut and dry" kind of response.

So now I have spoken to Samsung about the issue and am waiting on resolution.

**UPDATED 2/11/2016**

Spoke with Mr. MacPherson (Owner) RE: his response on this review. We had a good discussion about the issue. He apologized for everything and took responsibly for what happened. He gave me a reasonable response as to why I encountered what I did and tries to prevent this kind of thing from happening. I accepted his apology and thanked him for reaching out to me about this. He offered to repair my washer fully to the working order in which it should be in. I would have taken him up on his offer however Samsung is replacing my washer now.

I believe Mr. MacPherson gave a me sincere apology and wanted to make things right again. Your a good man Andy. Thank you.

  On Wednesday 11/18/2015 we called Lakes Elec. And told Lateisha that our Refrigerator was not cooling.She said she could not send a service man today but promised to send the man first thing in the AM at 10:00 o'clock I will be first!

 On Thursday 11/19/2015 at 9:30 AM  the service man called and said he will be there at 4:00 to 6:00 pm.

 At 6:15 pm Chris arrived at my house  and said I needed to replace the evaporator fan motor but he would have to come back tomorrow (Friday) at 10:00 AM because he did not have the part on the truck. I gave him a check for $99.00 (Service Call)

On Friday 11/20/2015 at 9:20 Am Lateisha called and said they could not get the part until Monday morning because they do not work on weekends.

 On Monday morning 11/23/2015 at 10:45 AM Chris arrived and installed Evaporator  fan motor. .He was finished in 20 minutes.

I gave him a check for $152.45.

 I checked the price for the evap fan motor in central florida and it was $43.46 at  a parts store in stock on Friday. In fact three parts stores had the fan motor in stock on Friday 11/20/2015. This company does not have any regard for customer service or that I had to disgard  Milk, eggs, yogurt an other condiments into the trash. 

  I think some of this could have been prevented if he had the part on the truck. This company is very undependable and unreliable.

9

The tech Jet (yes that is name) showed up late on Wednesday the 2 of September and before he starts working on replacing the tub, he tells me that the pump is bad and that he must collect $240.00 not including tax,  I said, you have yet to touch the tub and you are telling me that you must collect money, when I was told by Valentina that my charge was going to be $99.00 including labor since this was a Samsung replacement?
He called Valentina, and she acknowledge her mistake, but that I would have to pay the money I said, no, I will only pay what I was quoted $99.00 for the repair of the tub, and since I see no one working on the machine I am not paying anything.
The tech leaves but he was kind enough to tell me to take it up with Samsung.  I did and they were shocked as to the treatment given, but that there was nothing they could do, however, they acknowledge that the pump is a known issue and that they would replace it and pay for labor.
I called Valentina, who was really rude and scheduled an appointment for Monday the 14th of September.
On September the 14 at around 1PM I call Jet (the technician) and asked him at what time he was showing up?  He said that i was not on his schedule to call Valentina.  I called he and she stated that my appointment was cancelled by Samsung. To call them and they would let me know why.  I called Samsung, and again they had no clue what these people were speaking of, however, they put me on hold and proceeded to speak to Valentina.  Who then advised the Samsung Rep that my appointment was cancelled by the Manager because I did not pay the $99.00.
I informed the Samsung rep, that I was not going to pay the original amount being billed of $240.00 and that I was willing to pay the $99.00, but they would have to have fixed the machine , which they had not done.
Needless to say, I am now waiting on Samsung to provide me with a new company.
I have not heard of one good review from this company who acknowledges the bad review. All I can say is do not use them and if you do, you are warned, no matter what is said they do not care, they will not honor their word.  I can not understand why Samsung continues to have them as their service provider.  Hope this is useful.

The company organization is poor. It takes a week to get a part and therefore left me without a dryer for almost a month. This is partially the Samsung corporate push to replace 3 items before replacing the unit, but the customer communication and service was poor at the office level. Long story short, I keep getting pushed back due to no product and no tech support. 3 weeks into the process, My family and I have no dryer.

Not good.  Serviceman was supposed to come on Monday.  No show. I had to call the company to find out that he could not come until Tuesday.  The serviceman could have contacted me to at least let me know he would not be there until the following day.  I took the day off for this service on Monday!  Serviceman came on Tuesday.  He seemed very nice however it seemed all he was concerned about was getting paid and kept asking how are you going to pay for this over and over.  I can understand paying for a service, but this was a bit ridiculous.  He supposedly replaced the ice maker, we paid him $400, he left and come the next day, the ice maker was still not working and still is not.  I called to advise the company.  They said he could not come back until a week + later.  I did not find this acceptable, nor good customer service.  I asked to speak with the Supervisor and he sounded nice like he wanted to help and promised that he would call me the next morning.  I did not receive a call back from him at all.  I waited all day and I then called to speak to him, gave my name, and I was told he was on the phone.  I called back 3x and again was told the same.  It was very apparent he was avoiding my calls.  I have not heard back from them.
I read some poor Google reviews on this company after the fact and now understand why those reviews were posted.
This company is very unprofessional and apparently their customers do not come first.
I absolutely would NOT recommend this company to anyone for appliance repair.

.

When I brought the TV in they told me it would take 2-3 days to give me a repair quote. I left the TV there but I told them if they couldn't call me that day I'd come back the next day and take the TV elsewhere. The called me back in a few hours and I authorized the repair. They were to call me when it was completed. I called 2 days later and at first they had no record that my TV was there. Scary. After about 15 minutes they told me the repair was complete. They didn't call me; I called them. They did fix the TV.

They did a good job of installing the new door, but it took several months for it to be ordered and shipped.  Regardless, I am satisfied and would use the company again.

unknown

They called me to make the appt for the tech to come out. They arrived on time and took less than 20 minutes from
start to finish.

Harmon Kardon ST-7 does not track.Technician estimated $300. I excluded recommended services not related to the symptom,but did ask if this repair would be considered permenant or temporary.I was assured it would be permenant.Due to home construction I put the turntable on a shelf for 8 months after the repair.Turntable never played one album. Still not tracking.Due to the time I paid a $60 checkout fee for the tech to RECHECK his work.He did whatever he did and told to bump the tarcking adjustment if it fails to track again.I did a directed and it still never played one album,Took it back again and they refused to help me.Refunded my checkout fee and said adios. I asked about the $200 I already invested, but, of course it had been over the 30 days.

Lakes was recommended as an in-home repair vendor through the Samsung site, so we called and set up an appointment.  The first visit came 1-2 weeks later, where a technician came in-house and diagnosed the issue.  He returned 1-2 weeks later and replaced it, and the TV worked for about 2 days.  That's when the trouble started.

After that, our experience tanked quickly.. when the TV went out again, we called and relayed the issue, and another visit was scheduled.  All in all, this process repeated about 6 times (sometimes for diagnosis, sometimes to install parts).  It took about 3 months.  Overall, we ended up paying about $1000 in increments of $200-400, replaced multiple parts, and ate up most of my vacation days repeatedly waiting for the technicians (who didn't show up multiple times, wasting a vacation day).  The company swore up and down that each part had needed replacing and wouldn't refund previous installed parts that didn't fix the problem.

 As you can see, I gave an F in every area -- that's not just anger, I truly had multiple incidents in every area that were poor.  By category:

Price:  The prices per visit were not unreasonable, but as the number of visits grew, the overall price got very high.  Unsuccessful repairs (where the TV worked between 1 and 48 hours after the technician left) were not refunded or discounted, even though the part replacement did not fix the problem.

Quality:  It took multiple visits over three months to fix the issue, and many different parts were replaced during that time.  I got the impression that they just kept trying random things to see if it would work.. which is fine, but I was charged for each unsuccessful test (labor AND parts), and had to wait weeks between visits for each test.

Responsiveness:  Multiple times I struggled reaching them on the phone, during normal business hours (9-5).  When I did get through, I was often told that the person who handled my area wasn't in.  One time I was told that they didn't get in until 10, and another time I was told that they left by noon.  The other people there would not handle the account if that person was not in.

Punctuality:  It took about 1-2 weeks from initial call to visit.  However, at least twice I took off work and the person never showed up, and when I called (multiple times, see Responsiveness) and finally got through, I was told they accidentally weren't scheduled, or the schedule had changed and I wasn't notified.

Professionalism:  All of the above add up to extremely poor professionalism, from customer service to actual technical expertise and billing practices.  Overall, I can say without hyperbole that this is the worst company I've ever had the misfortune of dealing with.