Yale Appliance

I have bought appliances from Yale for 3 different houses over the past 15 years. Most recently bought over $65k worth of appliances because I had good experiences before. This time, one of the appliances - a Yale-branded icemaker - was broken out of the box at delivery. Asked to have it replaced, they said no - I had accepted delivery so they would have to repair it. They scheduled an appointment to do so, then canceled it because part was not available, and replaced with an appointment scheduled a month later (which they scheduled without asking if it worked.) I sat and waited, technician came and said part wasn't available, he knew he wasn't going to be able to fix it, but came anyway because there was an appointment. Looked over the unit, told me his supervisor would call that afternoon, and he left. No call. I called back the following Monday, and spoke to 2 different who said they weren't able to help, but a supervisor would call. When he did, he said they had no part for it, no eta for the part to be delivered, and had no units in stock to replace it, but that even if they did that wasn't covered by the warranty so too bad. No apology for the wasted appointment, and in a very dishonest way tried to say that the first appointment is always diagnostic, even though it was specifically rescheduled by them because part was backordered. Said that they deserved the opportunity to fix it instead of replace it, and when I told them they'd more than had that opportunity over a period of months, including the appointment they'd just had, he got upset and said a number of things that were offensive and that there was no path forward for resolution.

I have used them numerous times. The service guy came out and took a look at it. The salesman was very helpful in pointing about the machines. They set the installation date, came out, and installed it. The feet of the dryer was not aligned. They came out and fixed it right away with no charge.

Booking appointments fairly far out due to pandemic. Told them it was probably switch. Technician showed up and after 5 minutes said, "it's probably the switch". He didn't have one and said company would order and reschedule. A couple of days later, Yale called to schedule an appointment a further 3 weeks out to complete repair. I ordered switch on-line and received one business day later. Took me 20 minutes to swap out and repair after looking at YouTube video. Yale still charged me $95 for the 5 minute assessment of what I had already guessed.

It went great! I've been using this company since 1992 and I can't say enough good things about them. The staff is extremely knowledgeable and treat their customers like they are kings! They are always punctual and very clean. I would highly recommend them.

We were pleased with Yale from our first phone call to ask about the refrigerator model we wanted through the completion of delivery. Got the fridge in less than a week from our order. The customer service for placing the order was excellent - just a few questions to make sure we had measured doorways, etc., and friendly agent. Communication of delivery process and timing was excellent and accurate. Delivery crew was prompt, efficient, thorough, and helpful. They had to remove our door to remove the old fridge and get the new one in but they reinstalled it perfectly. They swapped the hinges on the fridge so that it opened on the side we needed; carefully moved the old/new fridge out/into our small condo; cleaned up and took away all trash, packaging, etc. highly recommended

They used to be good; now not so much. This coming from someone who has been a Yale customer since the 90's and has a house full of their appliances. I contacted Yale back in the first week of September to repair an older Bosch range, one that was originally purchased from them. As I write this in two days it will be December. The repair was botched plain and simple. There was a real disconnect between customer service and everyone else at Yale. Calls were answered but whatever notes customer service took went into limbo. Scheduling a service call took on average about 10-14 days between phone contact and the arrival of a service technician. Fine if they fix it the first time, otherwise too long. The wrong part was ordered. More delay. When the correct part came it failed. On the warranty service claim in October, Yale’s repair tech told us the problem was with our house’s wiring. We hired an electrician and had the kitchen wiring upgraded at substantial expense. Another new part was ordered. Yale installed it. It failed as well. At this point we had to cut our losses. This range was not going to be repaired. After working our way up the customer service phone chain, to their credit,a manager at Yale said the company would refund the cost of our repair. But now the kicker: No one in Yale Customer Service ever read his note. No refund was ever issued. The repair charge kept appearing on our credit card bill. My wife and I both disputed the resulting interest charges with the bank and waited for Yale’s repair credit to appear. Time passes so we had to have another go round with Yale Customer Service. On 11/23/18 after some long phone conversations, we received an invoice with the refund and an apology from Kathy at Yale. So where are we? 80 odd days after our first contact with Yale, and after 4 attempts at repair, the range is still broken. We paid a lot of money for unnecessary work to our kitchen electric service. Then there are the many frustrating hours on the phone with Yale and the credit card company trying to clear this mess up. How can a service experience such as this receive anything other than an “F” grade?

They are excellent. I have tried other companies but they are the best. They have gone above and beyond and I would highly recommend them to anyone. I will continue to use them.

The best place to go for any appliances.

I bought a new fridge, dishwasher, oven/range, and an over-the-oven microwave from Yale. The sales team was fantastic -- they listened to what our needs were, knew their product line inside and out, and (most importantly) did not try to up-sell us. Delivery and installation was okay at best. They arrived on time, but caused a bit of damage to doors and walls. The team that installed the microwave didn't seem to really know what they were doing. The dishwasher did not work at first, and the technician Yale sent over to look at it was well-meaning but incompetent. However, I am giving mostly B's here because everyone I dealt with on the phone and in person was professional and honestly tried very hard to do the right thing.

Excellent 3

I purchased a Bosch dishwasher from the Framingham store for $1,099 plus a 5 yr. warranty for $199. The salesman said they were running a promotion on the delivery, install and removal of old appliance. Instead of $250, it would be $99. Sounded great. However, when the installers came on Saturday, they clearly didn't want to do the work. They said they would need me to have my tile located on the floor near the dishwasher cut so they could pull the old dishwasher out and install the new one. When I asked them about possibly lowering the feet on the dishwasher, they just shook their heads no, and left, taking my new one back to the warehouse with them. Advised me after I had the work done they could come back. I am new in the area, but I found and hired, for $250, a contractor to come out and do the install. He had no problems at all with the removal or install. It's pretty clear Yale doesn't want to do these installs so I'm concerned if I ever need them for service or repairs. They refunded me the $99 for the install, but I had to pay them $80 for delivery.

Went well.

I had done some research online to decide what I wanted. I placed the order on their website. They followed up promptly with a phone call to schedule a delivery. Installation went well. I was very happy with how efficient the whole process was.

The delivery crew was very prompt, efficient, and effective. They did a superb job of de-installing the old machine and installing the new device. Very quick, didn't damage my walls, and very courteous.

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Initial technician did not diagnose the cause but the second team came back with potential parts and found the issue. However, they installed the part without first letting me know how much it would cost. I probably would've approved the repair anyway, but it was a lot more expensive than I had expected.

I only go to Yale appliance. I've bought so many things there. They have a good warranty. They come out and service it if it's within 6 months, they take care of it. Everyone I've dealt with have been very nice. It's always been a wonderful experience. The only time I went somewhere else is per their advice. I was looking for a certain washer and dryer. They said they didn't have them and they weren't being made in this country anymore, just the apartment size. He told be to do myself a favor and start looking because there were isolated ones in some stores. He said we've never had a problem with that kind. The salesman never tried to sell you the wrong product. We are having a heating problem on the heating element but they've been on it. All the service people are very nice. I tell people, they should just go there. They arrive when they say. They are respectful and nice. I've never had any problems. We've been doing business with them for 15 years now.

Very well.

Very well. They are great communicators. Paul, our sales rep was very helpful and knowledgable. Because of how the old dishwasher was connected to the water pipes we had to use our plumber for installation. The dishwasher being replaced was 18 years old and the plumbing really needed to be updated. Yale installers are not plumbers so all they could do really was to bring in the new machine, checked it out to make sure it was A-OK and took the old dishwasher, They promptly refunded my installation costs.

Excellent service. Very happy with the prices So glad we didn't go to Lowes or Home Depot to buy our appliances.

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Our salesman was William Hanley. He was great. He was able to direct us to the best appliances available given our project and our budget. He made it easier for us to get the rebates due us by the appliance companies by giving us printed info on how to apply by the deadline for the rebates. The stainless steel appliances are beautiful and functioning very well. A year later I needed a new DW for our home. I had researched DW down to 2 choices. I called Mr. Hanley and he gracefully gave me his opinion on which appliance was best. That DW is wonderful.

Robert K. from Yale Appliance responded promptly and thoroughly to my complaint. I am impressed with their customer relations, 100% satisfied, and look forward to doing business with Yale again.