LH Brubaker, Lancaster PA

Horrible customer service. It’s a family business? Dysfunctional family it must be. They do not care about you or customer satisfaction. Photo is brand new dishwasher (after waiting 2 months) and still doesn’t work…. Have to wait another week before they’re fixing it.

Avoid this company at all costs. We went through them when we ordered new appliances for our house being constructed. 4 months after our initial order, we were told the hood vent was no longer available and we were left on our own to figure out a replacement. Got a replacement hood vent, and the technicians scratched it while installing it. Now I have to get a replacement for the replacement. Great.

We were told a day before moving in that our washing machine was damaged. Great, no washing machine for at least a week. They were unable to install the dryer because they didn't have the right tools in their vehicle. Awesome, don't even have a dryer til a week after moving in. The dishwasher had a cracked control panel which we opted to replace instead of taking a discount. Great, time comes to replace it and the technician damage the LED lighting on the front. Not a big deal, but now another appointment we will have to schedule our lives around. Complained to the manager, and was not given any new information and pretty much told to buzz off, there's nothing they can do. No discount, no nothing. Horrible. Do yourselves a favor and go with Martin, which our builder originally recommended. Avoid. At. All. Costs.

Worst service. I called to have a repair man to diagnose my washing machine which I have purchased fronmm LH Brubaker. He spent less than 1 minute, not even taking apart any part of the washing machine, and told me I need a new washing machine. He did not even turn my washing machine on! Guess what, it still works!

I called Brubaker on 19 May to schedule a Thermadore refrigerator repair. When I called I gave them the model number of the fridge and was told the service department would call back, which they did at 3: 30. I called back at 4: 27 and apparently they "leave early on Fridays. " Ok. Called again on Monday, 22 May. The rep on the phone asked if we bought the unit there, because if we did not, they would not repair it (awful policy to gain new customers). I informed her that it was in the house when we bought it and gave her the address, name of the former owner, and model number and voila she found the purchase INCLUDING THE PURCHASE DATE and scheduled the repair for 24 Wednesday. The repair tech (polite gentleman) arrived on time on Wednesday and looked at the fridge for about 10 minutes and told me they cannot get parts for it because it was too old and charged me $120 for a service diagnosis. WHAT? I was prepared to pay this if we decided that the repair was too expensive but why do you send a tech AFTER YOU KNOW THE MODEL AND YEAR OF PURCHASE to tell me it is too old for repair and charge me for this? You should have made this determination based on the information I provided on the phone! This is a company charging me for its own mistake. I don't blame the tech on site, he was just doing his job. I plan on contesting the charge.

It's amazing to me that this business has such a high average rating, although it appears that their ratings over the past year have slipped significantly. We decided to order all of the appliances for our new home through LH Brubaker. It took over one year for everything to finally arrive - and while LH may not have control over the supply chain, they certainly have control over how proactive they are with following up with the manufacturer. Instead, I had to handle everything - I had to constantly follow up with them and track where our orders were. Some of our appliances sat in LH's warehouse for weeks before they even bothered telling us they had arrived - and this after MONTHS of living without kitchen appliances!

The only positive thing I can say about the customer service is that everyone we interacted with was friendly. But friendly doesn't compensate for lack of competency or lack of transparency. LH's reps were very "hands-off. " If you didn't do something yourself or constantly stay on top of them, it wasn't going to happen. Fridge and freezer require extra components to function? You'd better know that yourself! Your appliances finally appear in their warehouse? You'd better call every week to check if they're there, otherwise nobody will bother to tell you they've arrived and set up installation. They ordered you the wrong item? You'd better catch it yourself! I could go on.

Last, but not least, the installation experience gets a big 0 stars from me. Some of our appliances required 5+ trips and re-installations before they were installed correctly. Installers forgot parts, ordered the wrong parts, or just straight up installed appliances incorrectly (off centered, crooked, doors not shutting properly, etc.).

Only giving two stars since, again, everyone was friendly. But at the end of the day, transparency, competency, and quality are so much more important when you are spending tens of thousands of dollars.