BUYER BEWARE
We…read morepurchased a $2,300 refrigerator from Cabin Hill, our 4th appliance from them in about 6 months. We chose this long-standing, locally owned business because we believed we would receive reliable service and accountability. We also purchased the extended warranty on every appliance we've bought there.
We were sold a defective product. Just over a year in, the freezer failed. We are now over two weeks without a functioning refrigerator, including through Thanksgiving. We lost hundreds of dollars in food and had to cancel holiday plans with our family and grandkids.
The service technician spent over an hour diagnosing the issue and informed us that we had one of the most serious problems a fridge can have: a refrigerant leak, which rendered both the freezer and refrigerator unusable. We were told the repair would take nearly a full day and had to wait over a week for the appointment.
After over 5 hours of work during the repair we were suddenly told that the refrigerator could not be fixed and we would need a full replacement. This was especially frustrating because just an hour earlier we were told that everything looked good and the repair would be finished soon. Instead, they said GE, not Cabin Hill, would be handling the replacement process. We didn't buy from GE; we bought from a local store expecting local support from their in-house service department. That expectation was a major factor in choosing this supposedly "mom and pop," 100-year-old business.
What happened next was even more disappointing.
I called today to speak to an owner, hoping that someone with actual decision-making authority might help our family. I was told an owner would return the call. After hearing nothing for 3 hours, I called again and was told the owners are never there. I was then transferred to a supervisor, who later identified himself as the highest-ranking employee on site.
This supervisor was dismissive, offered no empathy, and provided no solutions. He repeatedly talked over me, refused to provide his manager's contact information, and would not pass our concerns to anyone above him. He hung up on me three times. I never yelled or swore; I was simply trying to get help. Am I frustrated? Yes. Did the arrogance, disrespectful tone towards a woman, and abrupt hang-ups escalate that frustration? Absolutely.
We now have:
A barely one-year-old refrigerator with catastrophic failure
No usable fridge or freezer
Hundreds of dollars in food loss
A disrupted family holiday
"Double coverage" in warranties that have produced no meaningful support
A business passing everything off to GE, despite GE not being the retailer
The most disturbing part is the complete lack of compassion, accountability, or willingness to connect us with an actual decision-maker. The supervisor claimed to be "in charge" but refused to share who his own boss was or how to contact them. Each time we asked, he hung up the phone.
We expected much better from a company that presents itself as a caring, community based operation that has served our region for generations. Our initial experience, including excellent delivery staff was exactly what we had hoped for. But when it mattered most, that level of service disappeared completely.
We have contacted the Better Business Bureau, and the Attorney General.
People deserve to know the reality behind the reputation.
This has been the worst customer service we have encountered, and the overall experience has left us feeling deeply uneasy about how this company does business.
Proceed with caution.
**The reply on GOOGLE by the business is not by an owner, as they are not involved with the business as we were told, and is not factual, see above. If it was, we wouldn't be here. Plus we called GE directly today 12.9.25, since we have heard nothing yet, and they had no idea about this issue, so more untruths. They also wondered why Cabin Hill was not handling this for us, and told us the tech cut the line too short and this is why the repair could not be completed. Lies upon lies so far.
Shady stuff here folks.
