Mass Appliance Service

IF YOU VALUE YOUR SANITY DO NOT EVER CALL MASS APPLIANCE IN BEVERLY MA
FOR ANY REPAIR. EVER. THEY ARE THE WORST, MOST UN-​PROFESSIONAL COMPANY
I HAVE EVER DEALT WITH. ONLY CALL THEM IF YOU WANT TO BE LIED TO, IF
YOU WANT YOUR PHONE CALLS NOT RETURNED OR YOU ENJOY BEING EXTREMELY
FRUSTRATED.
Called on Tuesday 8−4−15 and scheduled an appointment
for Wednesday 8−5−15 between 12 & 2 PM. They arrived at 2:30 PM. They
diagnosed that we needed a new motor. They would return on Thursday 8-​6-​2015 between 3 and 5 PM to finish the job.
On thursday 8−7−15 «Marc» the repairman returned at 5:30 PM, put in
the new motor but noticed he needed another «part» to complete
the repair. He said he could not come back on Friday because he was
out of town, but promised he would be back Monday Morning 8−10−15
at 9 AM to complete the job. I should
also note that «Marc» the technician left behind his «work order» book
behind. The work order book contained sensitive/​private information
about other customers behind when he rushed out. This
reckless, sloppy mistake exposes other customers private information.
Monday 8−10−15 arrives. «Marc» does not arrive at 9 AM and does not
call us to let us know he wont be coming. I call «Mass appliance» who
informs us the «part» has not come in. They were waiting for the
«Part». This is fine, but the professional thing to do is to call your
customer and inform them of the delay. We
are upset and do not understand why they do not have a «part» on a
monday that was ordered four days earlier on thursday
evening. We are told that the repair will be done Tuesday 8-​11-​2015
and they will call back with an appointment time. They dont call.
Tuesday 8−11−15. Mass Appliance does not call us, so we call them
again. When they answer they seem irritated «I
told you I would call you back when we got the part guy». I explain
that we were promised by «Marc» a repair for Monday morning at 9 AM
and we have only received excuses since then and have never been given
an explanation or any realistic timeline for repair. I tell them we need the repair done
today, I am told they will call back in 15 minutes. Two hours pass and I do not receive a return phone call. In fact, they choose to call my wife’s cellphone instead
of my own. Likely because they know I’m upset.
They tell my wife «Oh your husband seemed upset and we thought this would be better». Awful, Horrendous professionalism. Mass Appliance informs my wife that they will either be there today at the end of the day if possible but definitely tomorrow morning before 12
PM. No apology. No acknowledgement of wrong doing. They also inform my wife that they will call us back to let us know what time they will come tomorrow. Ofcourse, they do NOT call back.
Wednesday 8−12−15. At 9:04 AM I call Mass Appliance. They explain «oh
i didnt think you needed a call back yesterday since I said we would be there
today». Right, but YOU said YOU would call US back and you didn’t.
No apology. I explain that my wife
needs to schedule other health related appointments. You need to
schedule a time to be here to finish this job. They say they will call
us back in 15 minutes. For once, they do call back.
Ofcourse, Mass Appliance does not live up to
their promise again. They now say that they will come
to our house between 3 & 5 PM today. 5:30 PM
arrives. No call. They never show up. We call and ask When they are coming? In Mass
Appliance fashion they said they would call us back in five minutes,
they do not call back. Another day has ended and my washing
machine is STILL not repaired. I call Mass Appliance and warn them «arrive at my home before 10 AM. or we will call someone else». They call back and say «we will be there at 9 AM tomorrow».
Thursday 8−13−15. 9 AM. I call Mass Appliance at 9 AM to confirm. They make excuses about car trouble. Mass Appliance doesnt show up until 1:30 PM. They fix the motor but now notice a hub bearing need to be fixed. They plan to return friday.
Friday 8−14−15− 9 AM Mass Appliance calls us and says they have the hub part and will do their best to come today, they dont.
Monday 8−17−15− Mass Appliance calls us The «part» they had friday they suddenly dont have it anymore. WHAT IS WRONG WITH THESE PEOPLE!!!
To wrap this up. After two weeks of lies and broken promises. The washing machine is finally fixed Wednesday 8−19−15. My appointment was at 9am they didnt come til 4PM
Look folks, im a reasonable person. Im not an entitled jerk. My
wife is disabled and we went over two weeks without a washing machine, a real health issue for my wife and family. What is most upsetting is a lack of
honesty and lack of response from Mass Appliance, it really hurt
us. If they were Honest with us and up front we would have been able
to cope with the lack of a timely repair.
I simply, cant stress this
enough…DO…NOT…EVER…CALL…MASS…APPLIANCE…for
ANY…REPAIR
PS– The only thing Mass Appliance did on time was cash the deposit check!!!

They came, they diagnosed, they ordered the part, they installed… with a smile on their face and very friendly. What more do you want in a team that repairs your appliances?

The reviews for Mass Appliance are all either 5 stars or 1, and after buying a washer and dryer from them, I know why.
When we first called to buy a washer and dryer, they delivered within 2 days and installed, and we saved a ton of money. I would have given them 5 stars, too, if that were the end of the saga. But it was just the beginning…
Or washer wasn’t getting hot water, and we were told it was an issue with the pipes. We had those checked out by our PLUMBER LANDLORD (I’d say that counts as an expert opinion, wouldn’t you?) and he said it was definitely the washer.
We have been wrestling with Mass Appliance SINCE AUGUST to get a new machine. Same as the other reviews here, they schedule a time and don’t show. Unending excuses. It’s happened at least 3 times now. My husband finally sent a letter giving them until Nov. 4^th to replace the machine that we bought «under warranty» or we’re taking legal action. I’ll let you know how that one goes…
STAY AWAY FROM MASS APPLIANCE! You might save a few hundred initially, but you’ll waste an absurd amount of time and energy just trying to get something that works.

Mark fixed our washer the same day he came to look at it. Quickly diagnosed the problem, picked up the part and had me doing laundry again in no time. Would certainly call him again!

Came to repair washing machine, installed used parts and charged me for new, a few days later it wasn’t working again, said it wasn’t the fault of the used part, had to replace again, wanted to charge full price for second repair. Would never use these guys again.

This place is a complete joke.
They posted an ad on Craigslist for a coin operated washer and dryer, $ 400 each. I bought the machines and when they delivered them they said they would have the coin boxes delivered to me and installed within three days. Well, three days turned into a month! The only reason they actually delivered the coin boxes was because I called them practically every day for weeks! Not only that, but when they installed the coin boxes, they did not install them correctly because there were no coin box extenders to actually attach them to the electrical mechanism of the machines so they were non-​functional. I called and told them that the coin boxes did not work, and they said someone would «definitely come this week.» It is always the same runaround bull*$&t with these guys. They make up ridiculous excuses every time you call and they sell you broken non-​functional appliances. I had to pay Cambridge Appliance to come over and fix the mess these phonies left for me.
STAY AWAY FROM MASS APPLIANCE!!!

Mark was very professional and the cheapest around. he gave me a senior discount to boot. i have had him fix dozens of appliances in my retal units and will continue to call them.

been wanting to replace my 13 year old refrigerator for years. This morning, my husband and I made a call to Mass Appliance. They called us back almost immediately and quoted us for a bottom freezer refrigerator. I wanted to go to our local Sears outlet and check out options to buy brand new. NOT EVEN CLOSE. We called at 8 AM and had a fantastic refurbished fridge in our house by 2 PM. Not to mention the ENORMOUS amount of work and elbow grease it took to get the behemoth we had out of our house. Mass appliance supplied us with a funny guy who had no problem getting that beast out of our house.
This is my first time with Mass Appliance, but I have friends who have gone through them in the past. A 100% satisfactory experience, from my own experience to my friends’ experience. I would proudly recommend anyone I know to buy their appliances here.

Very disorganized. Setup an appointment to come repair a washing machine and they never showed up. Called them again to reschedule and was told they would call me back and never did. I own/​manage 50+ properties in the city and was appalled by their lack of professionalism. Would not recommend.

We’ve had Mark come to the house twice now. Each time his work was great. Appliances were taken care of quickly and efficiently. He’s here when he says he’ll be here. His prices are fantastic when compared to other repair dudes in the area. His delivery guys are pleasant and conversational.
I am giving him one star because when he got angry that his employee didn’t answer the phone he said he was listening to «fa**ot country music» too loud to hear his phone. If you arrive at the house of 2 women who you know own the house together would you refer to something/​someone with a homophobic slur? Not if you had half a brain in your head.
I have several other appliances that will need repair over the next couple of years, I will be calling a different repair dude. Sadly I will not recommend him ever again, and I have already recommended him to several people.