BATTEN'S APPLIANCE

They are getting one star only because I can't give them zero.

Appreciate good service as I owned an HVAC company for 30 years. Battens is local and greatly improved under new leadership since 2018. My Bosch dishwasher stopped working and we fired the family dishwasher long ago so this was a disaster for us. The Battens team of Pam, Denny, JC & Jake scheduled, diagnosed and replaced the warranty part from Bosch within 2 weeks (mostly due to Bosch dragging their feet on this expensive control board). I will seek Battens advice in addition to Consumer Reports on future purchases as service AFTER the sale is most critical in “disasters” like mine.

On Wednesday evening before going to bed, noticed puddle in front of freezer section of side by side refrigerator. Quickly realized that freezer not working and luckily was able to relocate contents to garage fridge. In early am, also found refrigerator side also not cooling, relocated contents as possible. Called Batten at 8am and reported problem to Leslie who said their schedule was full plus they had 1/2 day training session in progress. She'd try to squeeze in end of day but doubted. Since we were going away early Thursday am for weekend, she scheduled us for 1st call on Monday as backup. Called when we were back Monday at 8am and Sarah assured me that Denny was on the way. Denny quickly pulled built in fridge out, opened panels and immediately pointed out to me badly corroded refrigerant tubing that is common problem in appliance refrigerant systems and air conditioning systems. (Coincidentally I had similar problem with one of my ac systems and had to replace coil 2 years ago). His recommendation was to replace unit and I agreed as I was already shopping for new 2016 unit online to replace my dated 2003 unit. Appreciated Denny not advising costly repair that would have been better for him but a possible disaster for me in near future. I will now contact Batten for any appliance work in the future as they are local which is always my 1st choice and now I know Leslie, Sarah & Denny!

unknown

Repairs did no good. Lost track of scheduled appointment and gave incorrect info on parts orders.

unknown

They came next morning, diagnosed the problem quickly, found the part and completed repair all in 1 hour. Great courteous service on high end appliance

Batten's told us they would get with the Home Warrant company to order the part.  They told us because of the holidays it would take 10 days to 14 days to get the part in.  Once the part came in they would call us to replace the part.  I waiting until December 26th to call battens back.  They did not answer their phone or return my call.   I called again on the 27th and that is when they told me they would check on the part and then call me back.   I of course received no call from them  I called them again on December 29th and left a message and they never returned my call
I called for a 5th time on 1/2/21014 and they told me that the part had to come from Japan and it takes a few weeks.  They promised to stay on top of the part but they of course did not.  I complained to my Home Warranty company and they told me they had instructed Battens to order the part back on December 18tth.  This was confirmed by the email they forwarded me that they has email Battens
Between 1/2/2104 and 1/16/2104 I called Battens several times and they either did not return my call or gave me the same lame excuse and blame the home warranty company.  I finally talked to the Home Warranty people who cancelled Battens contract with us for the work and reschedule the work through Sears who will be out on the 29th to replace my water pump.  They also refunded my $75 I paid Battens and will not charge me the $75 fee for Sears coming out
Bottom Line is that Batten's Appliance is a train wreck.  Their customer service is awful and they do not tell the truth.  Avoid them at all costs.   Saying they suck is not harsh enough for how bad they really are...............