Business Description:
Allen & Petersen Cooking & Appliance Center provides cooking classes, kitchen store items, and stocks more than 2150 appliances everyday! We also fix appliances!
Categories
appliance store
Allen & Petersen Cooking & Appliance Center
3002 Seward Hwy, Anchorage, AK 99503, USA
(907) 276-0111

Service

Total Experience

Will Recommend

Kelley S.

Wasilla, AK

Allen & Petersen Cooking & Appliance Center

Appalling customer service

Let me start by saying, we have always have wonderful customer service at the Wasilla Allen and Petersen location and I'm sad that we will never be purchasing another item from them.

In November my washing machine began making a horrible sound, like something was trying to bust out of it. I called Allen and Petersen because that is where we purchased our machine. They where happy to schedule an appointment for a tech to come out and take a look. Within a week a nice gentlemen came to check out my machine. He found that the bolts that attach the concrete block on top of the tub had come loose. He applied Loctite to each of the three bolts and closed up the machine. During he’s short 30 mins at my home, he informed me that it was his last day at A&P, I got a feeling he was in a bit of a hurry. Excited my machine was fixed, after he left I started a load of laundry. Within a few minutes of the machine running I could smell something burning, I turned the machine off and called A&P. The tech called me back and said that some of the dust from the concrete block may have gotten on the belt, he then suggested that I take the top off and clean the belt myself. I did not feel comfortable doing that called A&P again and they kindly sent a different tech out the next day. The new tech open the machine and ran it a few minutes. Said nothing was wrong with it and went off on his merry way.

Three weeks ago, while doing a load of laundry my machine began make that some horrible sound, like something was trying to bust out of it. I figured the block had come loose again and removed the top in order to tighten the bolts. Upon opening the machine I immediately realized that one of the three bolts was missing. Called A&P again, since it was within the 90 days of the first repair they schedule a tech to come out on Tuesday free of charge. Yippee! Nope…. Tuesday morning received a call the tech was sick, but someone could come out Friday…..Yippee! Nope…..Friday I called and asked when the tech would be out, oops my appointment didn’t make it into their system, but they could come out Saturday. *sigh* Yippee?

On Saturday when the tech finally made it out he took a look at the machine and said, “The bolt did’t come out it broke off. The only way to repair that is to replace the tub.” Wow maybe the first tech should not have applied Loctite to the bolts because now it’s really broken. The tech was very up front and said it was their fault because obviously there was something else wrong with the machine to cause the block and bolts to come loose. Said he would talk to the big wigs in Anchorage and we would hear from them Monday. Monday comes and goes, no call from A&P. Tuesday get a message stating they are still talking about a solution and I will hear from them later that afternoon….no call. Wednesday afternoon I called A&P because I still had not received a call, I was told that Kyle and crew were still discussing it and they will have a decision by Friday. Friday, again I called them. I was put on hold so they could decide what they were going to do. The girl in the service department said, “It would cost about $400.00 to replace the tub and that it still may not be fixable. What would you like to do?” I said we would be willing to take a credit towards another machine. Again I was placed on hold, about 5 mins later she come back on and said they would give us a $150.00 credit….WHAT?! We had been thinking at least $400.00 the cost of the part and maybe the $100 we had already spent to have the machine repaired. Really they were going to credit us $50.00 to break my machine. Ummmm, we needed to think about this.

Monday morning I called A&P (again) and asked to speak to Kyle D. Mirka the Sales Manager, he wasn't available so I left a message. At noon after not receiving a call back, called again. Kyle was still not available, left another message. A few hours later the girl in the service department called and informed me that Kyle was still busy. I calmly asked if she could please explain why they thought $150 was a fair amount. She explained that a they sent a tech out twice as a courtesy and that even if they replaced the tub the machine may not be repairable. Well, it may have been repairable if the tech had fixed it correctly the first time.

We did end up getting a $250.00 credit after much debate and reluctantly we purchased another machine from A&P. That will however be the last time I spend money at Allen and Petersen. Our overall customer service from the Sales Manager and the service department was horrific. Its sad that a locally owned business would give such horrible customer service. I wonder if Kyle will have the courtesy to reply to this review, being that he never did bother to return any of our phone calls.

comments

Hi Kelley,

I'm sorry for the way you feel about the scenario. Our technicians have many years of experience and resolution in a 30 minute period isn't that uncommon. The technician that came out the day after, for the odor you noticed made notes in our system that he vacuumed and dusted the unit out and was actually at your home slightly longer than the first technician, indicating to me that he was thorough in investigating the new complaint and did all that was necessary to make sure that it would not persist.

While I was not convinced that adding "Loctite" caused the bolt to sheer, I was convinced that we should make some type of concession for you. That is when you were given the option of us replacing the tub at our expense or taking a monetary concession towards a new machine. The option of a replacement tub understandably was not the best option given the older age of the machine and any additional issues that may be present.

From our perspective offering 50% more than what you had paid us for service was reasonable, but after further discussion we agreed to offer $250 towards a new machine.

Again, I'm sorry that this has left a bad taste in your mouth, we always use reviews to improve what we do and your review is no different. I wish you well.

Kyle D. Mirka
Sales Manager

Allen & Petersen Cooking & Appliance Center commented on 03/23/2015