Long Lane Home Services

Reviews 4

MO

Mooli Eisenbach

The first problem is that Long Lane does not offer appointments for their home warranty work. They only schedule a certain date and expect you to be available, at home, the whole day. They will, after arguing with them, agree to give a call, 30 minutes in advance, when the technician is on his way to your house. The first call was for my dishwasher not cleaning as it should. The technician came out and quickly diagnosed that we were using an incorrect dishwasher soap (we were using Finish - a completely unknown brand). After some arguing, he agreed to look in the machine, poked around for two minutes and concluded that it was working great. He suggested washing the machine out with vinegar, after he left. We followed his instructions, and of course the dishes still came out dirty. When I called the Home Warranty Company, they told me that Long Lane had reported that they fixed the problem completely and to my satisfaction. After intensive searching on the internet, I found various suggestions on how to resolve the problem and various things that could be causing the problem. A bit of DIY work and I found some broken glass in the Dishwasher water drain. If only the technician had bothered to check... The Second call was to replace the refrigerator ice maker. I waited all day for the Tech and he did not arrive. When I called the office, they claimed they had phone problems and could not notify me that he would not be arriving. After arguments, Long Lane agreed to schedule a 4 hour window, on a Saturday morning, to come fix the problem. Surprisingly, they did not arrive, blaming the weather. On attempt #3 they arrived and diagnosed that the ice maker needs to be replaced. It took two months for them to get the part and coordinate a date to install it. Of course they did not arrive, yet again, on the date they had coordinated as "all the technicians were requested to come to the office for a meeting". When asked why they did not notify their Clients, they responded that "the phones had not been working". When I complained this was not acceptable, one of their Managers ("Bill") started yelling at me over the phone. He was extremely rude and uncooperative. When they eventually arrived and replaced the ice maker, they left stating that it had to cool down in the fridge and would start producing ice within 24 hours. Of course it never did. At this point, I replaced them with another Company, which later explained that the ice maker had been incorrectly installed. I suggest avoiding this Company at all costs. They are unprofessional, rude and consider themselves to be doing their Customers a favor. I do not know if this treatment is reserved for the Home Warranty Customers only, or for all their Customers. In any case - they try to do as little as possible and come out multiple times for each issue (I can only guess they may be paid more by the Home Warranty, if they do so). You have to stay near your house, the whole day, every time they come. The biggest problem is that they do not fix the appliances, they are supposed to be fixing.

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GA

Gail Cook

We bought a townhouse with appliance insurance & the washer quit. We were fortunate that the first company on the list never returned our call. #2 was Long Lane, Services, and we told the insurance company they should be at the top of the list. We had Jason out the next day & couldnt be happier, even if he couldnt repair the old washer. He is courteous, looks you in the eye when speaking to you, efficient, tidy, and knowledgeable. We have a tight space, so had to do some research on washers, but Long Lane ordered our set, and sent Jason out with Mario to do the gas line installation for our new drier. Unfortunately, the drier had been damaged by the delivery service (NOT LONG LANE), but Long Lane raised a little @#$% with the company & we got our replacement drier in record time. Mario is also courteous, looks you in the eye, efficient, tidy, & knowledgeable. We met Jim when the new drier arrived & he is efficient, hard working, & fun, too. We liked them so much, we decided to use Long Lane for an HVAC problem & Marco came out one day to do the estimate & the day after with Tim (I believe; he was the quiet type) to do the work. Once again, knowledgeable, courteous, tidy work, efficient & thorough. B has called the office and spoken with Bill about his crew & learned that most have been there for many, many years; more like a family. We look forward to using them for all of our appliance, heating, & plumbing work for many, many years to come. =) April 23: we have used Long Lane twice more, and couldnt be happier. Jason came out when one of the old couplings failed on our gas line & set that right. The next week B had a gas conversion for our fireplace installed by Jason & Jim. Its a challenge to be clean on a job like that, and they did so much better than we had imagined. Once again; cheerful, efficient workmanship, professional behavior, and an excellent job. Well done, again, Long Lane!!

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MA

Maria

Just refuse to work with them. Tell your warranty company not to send them and tell them to find another company to do the work for you! They were sent to me via HSA warranty last year when my dryer broke. First, when they schedule the appointment day, they wont tell you when they are coming, or even give you a window. If you call them that day to ask, they have no idea where their technicians are. When the first tech showed up, he diagnosed the problem, and ordered a part. Guess what? Because they came late in the day on a Friday they would not be able to get the part until the following Tuesday because apparently no one at their supplier takes orders after 3 on Friday or Saturday. The second tech comes, again I wait all day. When he comes in, he discovers the first tech ordered the wrong part. Again, its after the time for the order to be placed, so we wait again. This time they promise a rush order and hope to come the next day. Next day comes and I hear nothing. Then its the weekend. Then Monday I start calling. After calling them every day the "rushed part" (which took longer to get than the original part that was not rushed) they could not come out for a few days because their schedule was full. There was no attempt to make the situation right after they screwed it up. When I called I was just told over and over that nothing could be done, and they had no idea what happened or why. And the same 2 people answer the phone. Their only job, apparently, is to say "no" or "I have no idea." I called HSA and had them put a note on my account to never, ever send them to my house again. HSA did accommodate me and found me another repair company. However, if they dont you can get permission to call your own repair company. I did that once for another repair, and they were actually cheaper than HSAs supplier.

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AL

Al Cassidy

This company should put themselves out of their own misery...wrong line of work! We bought our house 4 years ago and had the original heating system in place. The boiler was in bad shape. We took advantage of the homes warranty and the company sent out Long Lane. This was a little over 3 years ago that they installed the most incomplete, backwards, poorest system you have ever seen. If aesthetics alone mattered they would get a big fat F. In hindsight (and because you cannot give someone a zero on Google), they deserve the 1 star for at least trying to be customer friendly for approximately 20 total minutes. Today, we have spent thousands of dollars over those three+ years and six different plumbing/heating companies to put bandaids on the mess they created. I should have known the day of installation -- as they made their 8th trip to Home Depot for extra parts (of which some ended up in the yard and the kids playroom and the bathroom after their departure) -- these guys were like the Three Stooges. I worry about posting such a negative review in the fear that they are moonlighting as a service company without knowledge of the industry and are secretly working with some communist country to take down American household comfort one home at a time. In short -- as I await someone to fix this up yet again so I might get a hot shower in the winter -- the minute we come into money or cant take it anymore, we are having this God forsaken thing ripped out like it never existed. And this time, the very least we will do is make sure the unit is facing outward from the wall so that future plumbers and heating people can get to the coil and the controls!! (WHAT?!!)

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