In November of 2023, we purchased a new dishwasher from Doyon's Appliance. We paid $350 for installation and $35 for an installation kit. Immediately after installation, we started to get little pieces of black rubber in the catch screen of our kitchen faucet. The same water lines feed the dishwasher and faucet. This would slow down the water pressure, but it was not much more than an inconvenience since I could simply clean out the screen.
On January 3, however, the water pressure became a trickle, and there was nothing on the screen. This rendered the kitchen faucet useless. I called the Doyon Appliance service number and spoke with Nicole the next day. Nicole listened to my concern but said she would need to speak to her manager about the issue. She called a couple of hours later and said something to the effect of (paraphrasing): "My manager says this sounds like a plumbing issue, and you will have to call a plumber. It sounds like it `is probably' a failed valve gasket, but this has nothing to do with the dishwasher. You can call the plumber that we used, but you do not have to."
I pushed back on two fronts. First, how do you know for sure that it was part of the existing plumbing that failed? Second, I explained that I hired Doyon's, and Doyon's hired the plumber, not me, and that the problem likely occurred due to your installation. Nicole responded with something like (paraphrasing): "We contract out for installations. It is a plumbing issue. You need to call a plumber." She then gave me the name of the plumber that installed the dishwasher, Bob Pespisa, and his telephone number. I called the plumber. There was no answer, so I left a voicemail. This was still on the 4th of January.
Later that day, I called Nicole back after more fully thinking about the issue. This time, I was more adamant that I hired them to do a job. Whether they subcontracted out part of that job was up to them. But they should make this right. It wasn't my job to track down the person they subcontracted. She transferred me to sales in the Bedford office.
I asked for the salesman my wife had originally dealt with, but he was not in on Thursdays. The salesman I spoke to was very responsive and said he would discuss this with his manager, Joe Ponte, and Joe would give me a callback. Shortly after, Joe called me back and said he spoke with the plumber, and the plumber would call me that evening (Thursday, January 4). I never received a call.
On Monday, January 8, I called and left Joe a voicemail, saying that I had never received a call from the plumber.
After not hearing back from Doyon's Appliance or Bob Pespisa on January 12, eight days after I initially contacted them, I decided to give up on Doyon's Appliance.
I received extremely poor customer service from Doyon's Appliance. This serves as a warning to others who might consider buying appliances at Doyon's Appliance. All along, I felt as though Doyon's believed since they did not actually do the installation, instead subcontracting to someone that did, it was not their problem. This is wrong. I paid Doyon's Appliance to install the dishwasher, not another company or person. They should have been more concerned with the service I paid them for. read more
