Al Grace Appliance Service Inc.

Reviews 6

BI

Bill Stahr

I was hoping to avoid writing this post. However, in this case I guess I have to. I always try to give people the benefit of the doubt. I know people make mistakes in life. God knows Ive made my share, but its how you handle those mistakes that define you. We recently purchased a new refrigerator. I wanted to avoid the big box stores and go with someones local. Well, when dealing with local appliance retailers only one really comes to mind, Al Grace. I asked around and I got nothing but stellar feedback about them. So, we went there and had a great experience. The salesman was very knowledgeable and polite. They price matched Best Buy and Sears without me having to ask. Then came the delivery. The delivery guys gave us a window of 2-6 pm. They showed up at the very close to or a little past 6. The guys were physically exhausted. You could just see it in their movements and their expressions that they did not want to move another heavy fridge. They were at my house til almost 9:00 pm partially assembling the new fridge in my driveway. They moved the old one out and the new one in place. Everything seemed ok until after they left. Thats when I noticed some issues. They really messed up the assembly of the fridge. Theyre were parts/screws left over on the counter, they left tools and the fridge wasnt put together correctly. The doors were woefully uneven, there were wires actually hanging down in the fridge where they didnt place them correctly, they stressed and bent the plastic trim piece in the top of the fridge as well. THEN we noticed the door frame was gouged there they took out the old fridge. THEN we noticed there is a pretty good chunk torn out of our front stoop. The front door was hung out of alignment and the storm door wouldnt close. As I said, the guys were exhausted and they just gave up. I honestly wasnt mad or upset. I figured Id go in the next day, tell the manager what happened and wed get some type of resolution. And at first I thought that would be the case. They sent someone out to fix the fridge. They fixed everything no problem. Then they sent out the manager out to look at the damage to the house. He said he would talk to the owner and get back to us in a couple of days. Well over a week passed with no call. When I finally managed to speak with him, he got an attitude and castigated my home saying things like my stoop is older and while they may have taken a chunk out of it, they arent going to pay to have it fixed. And since my door frame is older they arent going to do anything about it either. He said he spoke with the owner and all they are willing to do is give us a $135.00 discount on an extended warranty on the fridge. Im really not upset with the delivery guys, there were overworked and tired. Im upset with the complete lack of customer service on the back end. I wasnt looking for them to replace the stoop or put a new door frame in. But cutting so little fat off of an already inflated warranty and trying to belittle my home in an effort to lower my expectations of rectification is unacceptable. Ive been in customer service/sales my entire working life and that only works when dealing with people that have no choice and are unable to buy elsewhere. I know I could have yelled and screamed and made a scene in the showroom and they would have probably done more but I shouldnt have to. Well, I do have a choice and Al Grace will never see another dollar from me. I guess the new generation is more interested in this quarters numbers than the next twenty years.

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JA

jack pinsel

We have been a 20 year client of Lindows & have referred well over 50 clients over the years. The team and customer service at Lindows was amazing. We did our first purchase with Al Grace on July 21 2016 and have had the worst customer service experience in 20 years. The equipment delivered was incorrect, you tried to blame on a sales rep who quit. A year later we are still trying to get them to resolve. We have offered to pay in full upon delivery of the actual equipment bought. We have been lied to and lack of response the first 3 months to even get a call back. 3 months later Becky (manager) offered a solution which I agreed to however once again never delivered. Now we are in court trying to resolve. Brad & Luke (Owenrs) Please help me understand why a year later this is not resolved. Even a demand letter was sent which I called the same day and said simply deliver what we ordered. I have said for a year now, send the right equipment and ill pay on delivery or come pick up the wrong equipment and refund my deposit. Please resolve this and do the right thing. This is insane

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BR

Bruce Nelson

I have purchased appliances from Al Grace for many years. In July 2016 I purchased new washer/dryer. Two months later I started having problems with the washer. Making the story short, I stopped buy the store. When Aaron looked up the five service calls, he said he would replace the washer, which he did. This one had a problem the next day. I called Aaron again and he said he would bring out another washer the next day, which he did. This one is working fine. Al Grace does not make the washers but they service them. Where else in Rockford can you get service like this! Imagine what I would have gone through if I had bought it from one of the local box stores. A big thanks to Aaron and staff for taking care of business. A happy customer!

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KA

Kathy Olson

I have nothing but great things to say about Al Grace! 10 years ago, i purchased new appliances from them and they where the only people who delivered on time . This year my oven went out 2 days before Christmas!! i thought i was in big trouble for Christmas dinner! I went over to Al Grace before it was even opened and they helped me pick out a new stove and delivered it on Christmas Eve!!!! Im currently getting ready to go over there and purchase a new washer. This is the only place I would recommend my family and friends to go and the only place I will go!!!THANK YOU FOR ALL YOU DO!!!

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DA

Davinique Ross

Very rude customer service. I called them to ask price ranges for dryers, and told him the ones he offered was a bit out of my price range. In return, he said, "not going to get much for that price anywhere, besides an easy bake oven". Which is totally false, being that I went to 5 different places after that and found some in that price range. A professional person would have said, "Sorry maam, we do not carry dryers in that price range here".

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RI

Rich Ranft

This use to be the place to go to buy appliances and still may be but you will have a hard time getting them to service what they sell. I called about an ice maker over two months ago and they still havent gotten to me. Today the whole freezer decides to stop working and they arent sure when if ever they can get to it. Wow

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