NATICK APPLIANCE INC

Suffice it to say, the purchase got rather complicated because of my error in judgment. Kathy bent over backwards to accommodate my changes and assure that my wife and I were satisfied. This is the third appliance we have purchased and we could not be more pleased. They have been excellent in servicing our existing appliances. Each of the appliances has been delivered very quickly and the installers have been affable, profession and arrived precisely on schedule.

Over the past decade we have spent over $10,000 in appliance purchases and repair visits with total satisfaction of services provided. We were especially pleased to support a family-owned business rather than a large chain store.  Three weeks ago I contacted Natick Appliance to say that the on/off switch on our Miele dryer was working sporadically and, after giving them my model number, asked if they would order the part. Natick Appliance called me when the part came in and I asked them to schedule a convenient time to install the part. 
A very courteous service man can to our home, less than two miles away, and installed the part in 15 minutes. He than handed me a bill with the following charges:
$52.34 Part and taxes
$80.00 Labor
$85.95 "Trip/Diagnostic Charge"
When I called the owner to question the last charge, since I "diagnosed" the problem and instillation took 15 minutes, he replied that this was a "standard charge" regardless of the circumstances. When I reminded him that we were long-time loyal customers, it made no difference.  
One wonders how, with a customer service attitude like this, Natick Appliance stays in business. Short-sighted business practice!!.  Needless-to-say, we will take our business elsewhere.  

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Very well. The technician (Bob) was professional, pleasant and prompt. He was knowledgeable and explained the issue (design flaw) and how he was going to fix it. He did exactly what he said he would do, quickly and efficiently in well less than an hour. He cleaned up after himself and I think the floor was actually cleaner after he left than when he arrived! Freezer is now operating perfectly - no more leak!

We hired Natick appliance to look at our leaky washing machine and non-working ice maker.  They re-attached a hose on our washing machine, and told us we need a plumber to unclog the plastic water tube going into the ice maker.  They spent about 15 minutes total at our house, and charged $200, which I found excessive for a fairly simple job.  I'll look for somewhere cheaper next time.  They were friendly and professional though.
When setting up the appointment, we somehow mistook the date and ended up taking time off work on the wrong date.  Looking back, they seemed a bit rushed at the end of our call and could have been a bit clearer stating the time and date of the appointment.  I called to schedule the appointment around 9:00am or 10:00am on a Tuesday and they were able to fit me in the next day for a window of 12:00 to 2:00.

The technician came to our home to look at our dryer. He found that our dryer was off balance and was able to let us know how to fix that. He was professional and showed up on time. He took his time figured out what the problem was and also took his time explaining to me how we could solve the issue.

The day after I cam home from the hospital my refrigerator died.  I called the provider and thold them I could not leave the house . They were very helpful, came to the house to measure to make sure what I bought would fit. The did a great job of providing me with the correct unit, it did fit and they installed it the next day.

Had them repair our Dacor duel-fuel range and also purchased a new Miele dishwasher. Outstanding service, responsiveness, follow up and professionalism in both transactions!!! With the range repair, we had previously had two other companies come in repeatedly to attempt to fix the range with little or no success. Natick appliance was able to diagnose the issue, order the correct parts, and finally repair our range.

Kathy took the time to research all the options that would fit into the space I had available.  She let me know which models were expensive to repair.  They had the model in stock that I wanted, so that installation was very timely.  No one at Natick Appliance pushed an extended warranty, though I did purchase one based on my experience with my old washer.  I stopped by a larger showroom (in Wellesley) later that day, and did not receive the same attention or thoroughness of information.

Excellent in store experience as well as the installation.

The appointment went well.  Repairman had to deliver the bad news that it would cost an arm and a leg to repair and thus not worth it! He was knowledgeable and very responsive to my questions.

I was very pleased overall with the service I recieved. Although Randy the repairman had to come back twice it was only because

he needed to order parts. I was kept informed as to how long it would take to do the repair. Randy showed up when he said he would and finished as soon as he all the parts.

It was a good experience. I would go back.

Working with Natick Appliance was great: easily made appointment via the phone for a day & time convenient for me. They explained that they have a $90 fee for the service call, and will try to fix the problem within that service call. 
 
He showed up right on time and figured out that i had a faulty wire connection quickly. He fixed it was done within 20 minutes. He gave me a $10 coupon for the service and it ended up costing me less than the $90 quoted for the service call.

I will definitely use them again for appliance repair.

As I expected.

I had a bad experience with them. I recently redid my kitchen. As I don?t have natural gas in the area, I ordered a propane stove from Natick Appliance. It wasn?t mentioned anywhere on the stove that it needed to be converted to propane before use. So, I cooked on the stove. The flames were coming up three inches out of the bottom of the stove. I hadn?t used a propane stove in ages and I didn?t know what was happening. Over the couple of weeks, the whole stove was damaged. The glass was trashed. So, I called them. They blamed it on my plumber and told me that he should have converted the stove. They also told me that it was mentioned in the book that the parts to convert were behind the drawer in the bottom. There were no parts. They left me high and dry. I had to contact the manufacturer. They told me the same thing. They told me that my plumber should have known what he was doing (even though there was no information on the stove that stated it needed to be converted). I told them that there could have been a fire accident with the high flames that were coming up from the stove. I asked them it was safe to use the stove, but they didn?t answer my question. They told me that they weren?t privileged to answer the question. They sent the required parts to me, overnight. They had told me that they could do it only in a week?s time, but I had insisted on getting the parts immediately. I am really upset with Natick Appliance. I would never go to them ever again. It was a horrible experience. I spent around $3000 on the stove and the salesman had the audacity to tell me that if I had bought a more expensive stove, I would have got it converted at the factory. I questioned him if I had bought a cheap stove for $3000. The stove was branded and it didn?t come with any conversion parts. I was shocked when he started blaming my plumber for it. They just pushed the matter off. I had spent $6500 with them for the various appliances. I had bought the appliances three months ago. Since the kitchen was being renovated, I used them only a month ago. I had picked up the sink earlier. They were very negligent. My plumber has installed numerous stoves; he is an experienced plumber. Normally, there would be sticker on the pack stating that the particular appliance needs to be converted into natural gas/ propane. I had none of that. I was really furious with the company. Currently, the stove is functioning. However, it is pitted on the inside. The glass door is not clean. The salesman called the following day and kept telling me that my plumber was at fault. I told him that they hadn?t converted it beforehand. I really didn?t need it. I would never recommend them to anybody.

We visited the showroom at the end of the day. The environment was quiet, clean, well-lit and pleasant, with several models displayed. The proprietors were generous with their time, patiently answered all questions and even stayed after closing time to help us with our decision. They set up delivery for two days hence. They called to offer delivery a day sooner if we were interested. The delivery came on time and they took pains to gently fit the machine into a tight spot. This included removing a door and removing the old machine.

Natick Appliance set up an appointment for three days after we called for help. He arrived exactly on time and worked for an hour to diagnose our problem. He was knowledgeable and courteous. Though he was unable to pinpoint the problem, he could speak about the design of our model and the most likely reason it had been malfunctioning. He also cleaned up behind our dryer and advised us about changes we should make for safety. He did not charge us for the visit.

I simply walked in with the information I had on the model I wanted. We confirmed the model number, dimensions, color and features. It took very little time since the store was empty and the information was quickly at hand. The item was in stock and a delivery date (by an independent trucking firm) was set within the week.

Natick Appliance responded immediately when my oven died, sending a repairman within 24 hours. I was very appreciative, intending to purchase a new double-oven from them. However, even though Cathy at Natick Appliance had identified the oven I was likely to buy, I didn't hear back from her for over a week, even though I called a number of times. After waiting 6 days, I asked to speak with another sales person and got someone who said he would call back. He never did. Finally, the following week, Cathy called and then sent out someone to measure the cutout for the oven. Then she went into missing person mode again for the rest of the week. Finally, the following Monday, I called, asked for another salesperson again, and told him what oven I wanted to buy. However, when I asked him if a 30 amp connection was sufficient, he said he would send me the oven description and I should determine if it was sufficient, since he couldn't tell! At that point, I decided to buy elsewhere.

They schedule the visit for the next day and arrived on time. Worked quickly and did a thourough job.

Although we have friends who have had good experience with this comnpany, WE DID NOT. Our problem was not with the products or the delivery, but with the sales person, Bob Thompson. After doing a good job presenting the products, his service became terrible. He rarely if ever returned a call in a timely fashion, and of course never answered his phone directly. He completely botched the credit card transaction. Security found it suspicious and declined the transaction. Instead of calling them when instructed to, he simply kept trying to put it through, which made the transaction even more "suspicious." After he suggested we were maxed out, it took over a week to straighten it out. We really wondered if he just didn't want us to use Discover. Counter installation was delayed, because of his phone call delays scheduling delivery. We got someone else to help us. He called a week after delivery to tell us the appliances were in and ready to deliver.

I priced the Sub Zero from three places and they all had the same price. I then compared delivery/installation/takeaway and Natick Appliance was the least expensive. Since the fridge I was replacing was 25 years old, I took some photos of the installation and provided them to Natick Appliance so there would be no surprises when they deliver. I think they farmed the job out since the delivery installation folks did not look at the photos provided and told me getting the old fridge out would be a problem. The old fridge was set into parquet floors. After much grunting they figured it out and told me that I needed to call a plumber to install the ice maker tube. Plumber came and told me the installation guys were lazy and could have done it themselves, saving me a $140 plumbing house call.

If you find yourself doing business with anyone other than Kathy, stop immediately and wait for her to become available. We got quite a run around from others there. When the delivery guys brought the new appliance, they told us that the two plastic pieces which had to be removed in order for the refrigerator to fit through the doorway could not be removed. Of course, they could be removed, but it took a couple of extra days for the delivery guys to be trained to remove them. It was very frustrating. On the other hand, Kathy was knowledgeable, helpful, soothing and a delight to do business with. We would buy something from Natick Appliance again, but only if we were dealing with Kathy.

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