Pro Appliance Installation

My experience with Pro Appliance Installation:
Dathan was the first contact I had when I called Pro Appliance. Super nice guy who really took his time to ensure I had everything I needed, was clear with the details, and put everything in writing via email. I had a detailed list of expected work to be done and an invoice spelling out all charges. I was able to review it with him as well to make sure I had the services I needed. Later in the process, Mary also helped me get connected to the right people and places. Such a great company to work with. The value for the cost was excellent.

Victor, Kevin, and Aaron.
These were the three professionals who installed our new built-in refrigerator. I was so impressed with the relaxed and comfortable professionalism of a crew that have worked so well together for such a long time. The crew reported on time, were respectful and efficient. They took care to ensure my house was treated with respect. They removed the old refrigerator (and cleaned up after it leaked water all over the floor.) Even though they were a relaxed team, they were extremely effective in doing their jobs. They worked well together as a team. They were in and out of here in less than an hour, give or take a few minutes. I am so pleased and would strongly recommend them to anyone.

I look forward to working with this company in the future as we continue to upgrade and remodel our home.

You would think that the objective of a small business is to make money (or at least stay in business). With that attitude, I'm surprised that they are still in business under Dathan's leadership.

Long story -
I bought an induction cooktop at Airport Appliance (AA). Their in-house installers couldn't install it for some reason. I was referred to this third-party vendor. My sales associate (SA) had them contact me and I was on the phone explaining the situation with Dathan. I would say his customer service is great when he is trying to sell you his services. He was knowledgeable. Brought up how his installation prices were a little cheaper than AA. He even told me they used to be the in-house installers, but AA wanted them to wake up at like 4am to pick up the product at their warehouse and then go install it. Since they were all family men, they decided just to be the go-to if AA couldn't do it.

We talked on the phone initially on Aug 18th (see pics for call log and minutes). We went over what was going on and there was some confusion with what was the actual problem. He said he would contact my SA to see what the issue was. Dathan also sent me out two initial quotes to look over and e-sign. My SA got back to me and said that they talked and wanted pictures of the wall behind my oven. I sent them and he said I would need a junction box installed and Dathan's company could do it, but it was going to be expensive (please see pic).

After looking for other vendors, we decided to go with Proappliance because they were already recommended. I called back Dathan on Sept 11 to make sure we were on the same page before I signed the quote. He asked me to refresh his memory about what needed to be done. I told him that I knew it would probably be expensive, but I just wanted it installed no matter what the price. I signed the more expensive of the two quotes expecting it to be more in the end. The quote had included electrical work. I didn't want an on-site review because we already knew what needed to be done.

Our in-home installation day comes and the two workers arrive. My husband was there to greet them. I was working so this is all hearsay from him. The installers said that we needed an electrician to come by in order for them to completely install the unit. My husband called me and I was so confused. I had specifically told Dathan what the issue was. At no point did he tell me that we needed to have an electrician come out to do that part before they could install. The installers said that they could still do it, but the electrician would have to finish the work and there was no guarantee that he would undo any of the work that they would have done. In that case, I declined the installation.

My husband said that the interaction was very cordial. One of them even asked my husband if he could take a picture of my Beware of Dog sign. They told us that there was a 75 dollar fee for the on-site consultation, but my husband said that he wouldn't pay that until we got things squared away. There must have been some kind of miscommunication because we were told that they could complete the electrical work and installation.

I get a call and voicemail from Dathan. A little bit later he emails me a bill for $95 dollars ($20 more). My husband wanted to talk to him. When he called him, he could already tell that Dathan was on the defensive. We would consider him confrontational and basically tried to blame it on me (the wife). He stated that he remembered that he told me we needed a circuit breaker, but that ridiculous because we wanted a one-stop shop and would never had hired him if he couldn't complete the whole job.

They went back and forth for a while, and sometime during the conversation he asked my husband to recall what happened that day again, and my husband ask him how he was able to recall a conversation that happened a month ago, but not one that happened today? Things just didn't add up.

I feel like he got so fixated on getting paid. I just spent 3k on a cooktop so 95 dollars is not important to us. It's mainly the principle behind it. I would think that you would want to have the customer satisfied so they keep coming back to you and referring friends for your services. In the long run, he got his 95 dollars, but lost out on at least 4x that much on the installation and thousands more on possible referrals.

To me, the best case scenario would have a been a simple phone call to say there was a misunderstanding, and we apologize that we couldn't install your cooktop, but we have a list of trusted electricians that can help you, and afterwards we can come back and finish the installation. A portion of the 75/95 dollar fee could be used towards the installation in order to give the customer an incentive to return. Obviously he doesn't think that way and now we will never be using his services again. I will also be telling my SA at Airport about my experience with him.

I recently purchased a Thermador range, fridge, hood, microwave, and dishwasher and needed an installer. My real estate agent recommended Pro Appliance Installation. She said they were friendly, professional, and did quality work.
Kevin and his team were great. Everything was installed seamlessly and I love my new kitchen. Thank you!

Inflexible and unprofessional. Installation team was unprofessional and needed a lot of handholding and calming down of tempers while on the job site. CEO/Owner was very quick to dismiss my concerns and not open to listening to customer feedback.

Very Rude and unprofessional, stay away!

100% money driven with 0% care about your project.

There are many customers reporting similar bad experiences from the owner. The owner never in one incident apologize to the customer, instead he loves to argue, loves to blame, and loves to think that it is everyone else's problem. The owners personality and ignorance is the core to this deteriorating company.

Apparently if the project is simple, I don't doubt this company can finish the job. But when project gets complicated and difficult, they will not resolve any problem, and instead blame on the client. This is well shown on Yelp and Google reviews, proven by the owner himself and his comments with other customers.

America is a nation founded and built by immigrants, being a veteran doesn't give you the privilege to treat customers poorly, you are in the service industry and your job your business is to perform a service and make customers happy. Instead you love to agitate and provoke conflict, now I understand why, I feel sorry for you.

Aaron and the guys at Pro Appliance came to remove my Sub Zero so we could have flooring installed. They also came back to put it back in. They professionally reinstalled it, replaced the supply line and made sure everything was level. They also noticed that the flooring guys didn't reinstall the dishwasher correctly so I asked them to fix that. It was never going to work the way it was. It was a nice catch on their part and they were willing to stay longer to get it installed correctly. Nice job guys!

Also their scheduler, dispatch and tech tracking is all top notch. Everyone I dealt was professional and courteous. They even squeezed us in on short notice.

We used these folks when we purchased our home and found them to be quite professional and helpful. Being first time homeowners we were in that fun spot of needing all the things and having none of the money. Paired with a unrealistic HGTV expectation Pro Appliance came in and set realistic expectations while being kind to our novice home owner status.

When all was said and done the team got everything including the fridge that is 100% not the correct size for the space it is in. We appreciated the willingness to help us be creative, not bankrupt us, and the professionalism to say "that requires a permit/added cost/or is not allowed"

Even the process of scheduling, payment, and all the pieces of doing business were efficient, smooth, and affordable.

This company is all about money, they try to trick you into business and keeps on adding money! The owner is terrible and rude. They promise me that the pre inspection is free, don't trust them! Go somewhere else for the job way overpriced !

They are very professional. A very straight forward service where you can get quotes by submitting a form on their website for our dishwasher installation.
Someone gets back to you pretty quickly.
The technicians who came for repair were very too the point and got the work done in no time. They did a very neat work and clear about the increase in price due to installation of custom panel.
They tested whether everything was working correctly and resolved the issue related to air gap before leaving.
Will definitely go to them if we need something fixed.