L H Brubaker Appliances & Water Conditioning

Arrived on time, quickly diagnosed and explained the problem, completed maintenance and then cleaned up. Was here less than an hour and final price was below original estimate.

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Brubakers is a high end appliance store with locations in Mechanicsburg and Lancaster PA.  I am very disappointed with my service experiences with them and would go elsewhere.  My service was largely driven out of the Lancaster location.  The Mechanicsburg location, reviewed separately, was involved in my service experience when I could not get any results or response from the Lancaster location. 

I bought two Marvel beverage coolers about 2.5 years ago and paid a lot of money relative to what I could have purchased over the web.  I stayed local because of perceived service and what I expected to be a highly reliable product.  Well, to my surprise, one of the two units failed outside of the 1-year warranty that covers labor.  Major parts are covered for up to 10 years.  My service request went through their Lancaster location per their practice.  They sent a tech to the house and had to remove the unit and bring it back to the shop.  Parts were said to take 3-4 days.  I did not get a call at the end of the week for it to come back and ended up going out of town for a while.  With at least 2 weeks into it I called Brubakers in Lancaster and was told that they had the parts and my unit was scheduled to be repaired in the shop on the Thursday of that week.  Needing the unit for that weekend I asked if they could schedule to deliver it on Friday.  I was told that they like to keep it around for several days after a major repair like mine and it would be the next week.  I told them that was unacceptable given that we would be looking at over 3 weeks by the time I might get it the following week and asked to speak to the service manager who was not in.  I was told I would get a call the next day, which I did not.   Very frustrated, I stopped into the Mechanicsburg sales store and they were able to get it brought to them from their Lancaster location, and they delivered it.  The Lancaster location had sent my unit back without its legs and with parts missing from the door hinge assembly.   We fashioned some legs temporarily from my utility room and the replacements would be in within about  2 weeks and necessitating another service call and a 3 hour block of my time for their service window.  After the tech had left I started loading the door shelves with bottles and could not close the door without lifting it and pushing it into the refrigerator unit.  I called Brubakers to let them know about the problem I was having and they said the tech would adjust the door when he came back with the legs.  When the tech came back with the legs he discovered that a part was missing from the door from being in the shop and that they would have to order parts.  They would be in within about 2 weeks and necessitating yet another service call and a 3 hour block of my time for their service window.  The parts came in, the door was removed and repaired and I am back at 100%.  I have to say that all of the techs that came to my home were very professional and competent.   Brubakers just did a bad job in the shop and poorly at customer service.   

 I had the pleasure of paying an almost $400 labor bill, none of which was for the missing legs or door parts.  It took a big chunk of my time and was the most frustrating appliance experience I have had in my home since 1997.  We originally purchased GE Profile, Whirlpool, Kitchenaid, Maytag and other more common appliances and have found them all very easy to service quickly in our home with very available parts.  I have not had a problem with any of my refrigeration products until now.

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Tim came over on a Saturday afternoon and helped us get this unplugged and cleaned out, plus helped us get a part that was damaged.. It was no easy job and we could have never done it without Tim's help. On top of that I was not charged for his time in helping us with this issue. I was so amazed at this level of customer service in this day and age that when I need anything that these people sell I will be getting it there. We have always been pleased with there customer service.

We went down there looking for a dishwasher and they seemed okay. We didn't purchase anything from them. They service their own stuff too from what we were told when we were down there.

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The experience started at the showroom by the Park Ave Mall. I walked in and the sales person asked if he could help. I said at the moment I am just looking and he said let me know if you need any help. No high pressure sales. Perfect. I was shopping for a washing machine. Located three in my price range and able to do what I needed. Asked the sales person for some comparison of the three units. The sales person compared the pros and cons of the units and recommended one of the lower priced units that would do what I needed it to do. I scheduled a delivery date and the sales person said they would call the day before with the delivery time. They called the day before as promised with a 1-hour delivery window. They arrived within the time frame and installed the unit. They also walked me through the operation of the machine. Delivery people were very professional.
After purchasing the unit I checked the price of the washing machine at Lowes and Home Depot. It was $50 cheaper at one store and $50 more expensive at the other.
Overall great experience. I will definitely do more business with them.

Very professional, fast and efficient. Offered any follow up services and answered any questions we had.

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I was not here when they did the service but everything was good. Their price was fine and the work was done promptly. They were in and out. They were quick. They were here, did the work and were gone.

Overall customer service was not too good. The day I looked for the perfect washer and dryer for our home I was shown several different units. I settled on a pair with a price attached of $1295.00. The young lady who helped me seemed more interested in her conversation with a co-worker than helping a customer. Needless to say I went home with printed copies of their features. As we started to take measurements I realized she had given me 2 copies of the features of the washer and none for the dryer. I went back the next day to get the copy of the dryers features and the sign was replaced with a price of $1999.00. I commented on the change and she told me that the $1999.00 sign was always there. She called over the young man she had been so interested in the day before and he agreed. I felt it was their word against mine although I clearly recalled our conversation the day before; her comment on the lower price of $1295.00 on the colored vs. white pair was and quot;I don`t know why this pair is cheaper... usually colored is more expensive. I purchased it any way since I knew the quality of the brand.
The day of delivery was another disaster. First, they scratched the the newly painted trim into the laundry room. Once the pair was in position they tried them out. I could hear the noise upstairs. I commented on the washer's wobbling and on how load the dryer was.
I was told it normal. Huh? I was told it was installed and I would have to call the store for a repair person and it could be used. I did one load in the washer and dryer...what a mess. The pedestal doors would not open. There was dust all over the units and room. I called the store immediately and was told it would be a week before they could send a repair man. The repair man determined the shipping brackets were never taken of the doors of the pedestals and the vent was never attached to the dryer. He also adjusted the wobble of the washer. I feel he was the only one that had any kind of appliance experience.
I will never shop their again.

Drove to store to select new appliance. However, unable to find a model that fit esthetically into existing cabinetry. Therefore ordered replacement control panel. Salesman, Bryan, was extremely helpful though he had lost the sale of a new oven. He contacted the service department to have the part ordered. Presently waiting for the part to arrive therefore cost of service is approximate.

The lady who answers the phone at the service desk is not overly friendly at first blush. Others behind her are extremely friendly and thorough. Be patient with the initial contact and you will be rewarded with great service.

They have a great showroom, Chelsea, the salesperson was very helpful and delivery and set up was as promised. I will be buying more appliances there!

Now that repair is complete, I the dishwasher is performing satisfactorily.

My experience with them was excellent. They were just easy to work with. They were very helpful in finding the right appliance at the right price for a rental property.

Brubaker Appliances are a very good mom and pop type place. They service everything they sell, when you buy something it always includes installation and removal of the old appliance. If you go to some place else that is not always included and they always include all of that. Their plumbing is very good.

My husband and I went to the newest store location at Plaza Blvd to purchase a refrigerator, electric range, OTR microwave and dishwasher. We addressed our salesman with our needs; we were looking to sell our house in the next year so we wanted attractive quality without a staggering price tag. He showed us a set that we liked but could not use the fridge, as it was too wide. He offered to see about exchanging the fridge from the set with something more functional. We found a suitable replacement and he said he would write up an estimate. Great! Until we found out we would have to wait until Monday- we were there on saturday- for him to and quot;run it by his managerand quot;. Monday arrived, we struck a deal and said we would come Friday to sign off on everything. We went in on Friday and our sales guy was off but had told us he would leave the paperwork. It took 3 employees, and a phone call to the salesman, to locate the paperwork. He had not left any of our info for the other employees and the paperwork wasn't even filled out or ready to sign!!! The next adventure was scheduling delivery. We purposely scheduled a few weeks out so delivery would coincide with vacation. The week before scheduled delivery I received a phone call letting us know that our fridge was on back order but and quot;should arrive by the following weekand quot;- meaning a week behind everything else. We were still off so it wasn't a huge deal-more on this to come. Delivery of range, microwave and D/W went smooth except...a bracket to mount the microwave was malfunctioning. The helpful delivery men informed us this had been occurring and they had time to run us out a new bracket that day. So, A+ for the delivery. Needless to say the second bracket failed as well but the microwave could still be mounted-they would have to issue a service order for us. We were told someone would contact us in a few days. The week passes- no service calls, no fridge. I went the store to see about this fridge. Again, 3 people scrambling to find our info so they could check the status of delivery. A call was placed to the manufacturer: production had paused for Christmas and production for the fridge we ordered was not expected to resume until January 22! At this point that date is roughly 4 weeks away. I was left with the impression that had I not inquired we would have been waiting for 4 weeks to hear ANYTHING from this company. I was offered the possibility of a replacement and quot;upgradeand quot; fridge; pending manager approval, of course. On Monday. The final offer we got? The floor model with $50 taken off the price plus another week and a half to deliver. Fridge is delivered by the same delivery men. They are nice enough to inquire about our microwave and if we heard anything. They are puzzled by the lack of response. Finally, 10 days after that delivery we got a call that the parts are in for our microwave. From start to finish the process was a lackluster nightmare. I cannot fathom recommending this company to anyone.

Good job

Went well. No issues.

Receptionist was very rude and impatient on the phone when I called to schedule service for our dryer - I discontinued the call and found another service provider who was more helpful and friendly.

They are prompt. Their service technicians are knowledgeable. They get it fixed the first time. They don't fix something that doesn't need to be fixed. If it can't be fixed they will tell me. They won't make me pay for something that they can't fix. They charge $75 and then from there it depends on the parts and things like that. They seem to be very fair on price. One thing that I liked about them is that I had a washing machine that I bought for my daughter and it was a couple of weeks out of warranty and they fought with the manufacturer to get it covered under warranty. They are average on price. The quality of their work is great. The last time I used them was about two months ago. I would absolutely continue to use them in the future.