I can't say enough good things about Lucas and his team! Our dishwasher began having issues not long after installation, so I called the manufacturer to arrange for warranty service. The first company they set us up with was a no-show for two appointments in a row. The owner of the second company was utterly rude and I won't ever have their staff step foot on my property again. Following two terrible experiences, I looked up authorized service providers on the manufacturer's website. This is when I found Certified Appliance Care, a company that boasted stellar reviews. I contacted the manufacturer to specifically request that they re-book our appointment with this company, but I was quickly told that we were "outside of their service area." Given that we are in the neighboring town, I found this to be odd. However, the manufacturer did not want to budge and kept trying to push us off to the "other" two companies in the area, presumably in an effort to use low-cost providers and save a few dollars. But as mentioned above, this is one scenario in which you get what you pay for.
I called Certified Appliance Care directly to inquire about their service area, and I was fully prepared to just pay out of pocket rather than waste more time with companies that don't show up when they say they are going to. The woman who runs the office (Amanda) was extremely pleasant and helpful, a huge relief after all that we had previously been through. She advised that we were most definitely located in their service area, and offered to contact the manufacturer directly to obtain a dispatch authorization on our behalf. Within 20 minutes I had a call back from her indicating that everything was all set, she had already ordered the parts, and that they could be out within 2 days to get them installed for us! The following day, I received another call from Amanda, who told me that unfortunately one of the parts looks like it was going to be delayed by one day (totally understandable as we are in the middle of the COVID-19 pandemic that is impacting many businesses). She asked if we would like to keep our appointment and take the chance of the technician needing to come out for a second visit to install the last part if it didn't arrive in time, or if we just wanted to push the appointment back to the following day. I opted for the latter, as we weren't really in any rush and I didn't want to make them waste a trip. She quickly set up the new appointment, told me that she would call if there were any issues, and that we should be receiving confirmation shortly as well as a call from Lucas (the technician) prior to his arrival on the day of service. The communication and attention to detail were spot on, and I was thoroughly impressed by CAC's commitment to customer service. This was promising as we were (finally) off to a good start!
Sure enough, we received a phone call from Lucas this morning shortly after the appointment window opened. He indicated he would be on site within a half hour to service our appliance. When he arrived, he was professional and courteous. Before he approached the door, he put on a face mask (the other company that came before him refused to wear a mask - even when asked). When I greeted him, he told me that he had cleaned his tools and he just sanitized his hands. You could tell immediately that he not only cared about his own safety, but also the safety of his customers. I quickly learned that Lucas is extremely knowledgeable and a master of his craft; he worked with such speed and accuracy and immediately knew exactly what was causing our issues. In the amount of time it took him to explain the problem to me, he already had the dishwasher disassembled and was installing the new parts. When finished, he even gave us some tips to help prevent similar issues from occurring again in the future. I also asked his opinion on extended warranty options, to which he gladly offered to share his insight and expertise. And finally, I asked him a question regarding an issue we were having with our refrigerator. Once again, he immediately knew exactly what the problem was, and within 30 seconds, he had the parts pulled up on his phone and had sent the information to me via text!
The bottom line is that this is a company that prides itself on customer service, and they also have the expertise to back it up. Lucas is very good at what he does, and is extremely personable as well. He is everything you would want in a service technician that you are trusting to come into your home. If you are looking for appliance repair and you are in the central Massachusetts area, THIS is the company you want to call! Take it from someone who has recently experienced all three options, and Lucas is the only one who will be getting any of my future business. read more
