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LANDERS APPLIANCE, you've qualified for the 2007 Angie's List Super Service Award!Did you know that less than 5% of companies on the List receive the Super Service Award? This is a huge accomplishment, and our members take notice
The Super Service Award is an annual award given to companies who achieve and maintain a superior rating with Angie's List. It's our way of commending you on the outstanding level of service your company provided in 2007. Angies List
Sent by e-mail: Tuesday, June 24, 2008 1:13 PM
To: Dean Landers
Subject: Re: Landers Service Call and Appliance Repair
Dear Mr. Landers,
On 6/13/08 my refrigerator started acting strange. Unfortunately, I did not know who to call so went to the yellow pages. I just wanted it fixed so all the food in my refrig and freezer (which was packed) would not spoil. More unfortunately, I called some flim flam company who did nothing but give me a run around. They did send some guy here who said he knew what the problem was and would be back the next day to fix it. But that was not to be....they kept giving me the run around and making excues for why he couldn't come back to fix it. I was so upset.....I lost everything in my frig and freezer...everything had to be trashed. By Monday morning I was infuriated both by their incompetence and horrid customer service and esp the way they were so rude to me.
I started researching who I thought I could call and came across your website and number. By this time....no rush...everything was trashed. So Monday morning I made the call to Landers Appliance repair and was actually greeted by a friendly, courteous receptionist who said a technician could come out that very afternoon.
Right on schedule, your company truck pulled up out front and a very cordial, courteous, well dressed, uniformed technican came and introduced himself as George. He came in and went right to work. After a very short time he discovered the problem and explained it to me in terms I could actually understand. He was almost apologetic that he would not be able to fix it that day as he did not have the part but promised he would return the next afternoon to complete the repair. Again.....right on time and just as he promised.....here returned George. He started to work right away and within no time.....the refrig was up and running. Thank you, thank you George!!!!
I am so happy to have found your company and I guarentee you that I will NEVER have anyone else come to my house to inspect or repair any of my appliance. I am so pleased with the treatment and competency of your staff. From the first phone call all the way through the process to completion. Everyone was so nice, friendly, courteous. The work was done in an expeditous time frame and your customer service is far beyond expectation....a rare commodity these days!!!! I can't thank you all enough for making people feel like that actually matter. Excellent customer service, excellent work. George left me a business card and believe me....it's where I can find it. I even put your number on speed dial on my phone.
I have recommended your company to all my friends, just in case they need your services and will continue to recommend you to anyone and everyone I hear of who want outstanding service. You can feel free to share this letter to anyone who wants it and even share my phone number with other potential customers for reference (not that I think you need it).
Thank you so much for the wonderful job!!!!! Nothing but allocades and kudos to you and your company and employees for a job well done!!!! Thanks again.......very much!!!!!
Pat Kimball
Halethorpe, Maryland
Par Kimball - Halethorpe, MD Dean: I am happy to once again be writing you to give positive feedback on excellent appliance repair service. JoJo was just here repairing my Maytag gas dryer. He was pleasant and efficient, It took him an incredibly brief time to assess the problem and repair it. My dryer is now humming normally instead of clanking. I can't tell you enough how unusual and plesant it is to do business with a company that a) I can get an appopintment with in a short period of time, b) is very accomadating to my time contraints, c) follows up with a phone call to notify of the repair persons arrival and d) completes the work while here (no needing to order parts, etc.). Thanks again!
Ann Watson - Owings Mills Dear Mr. Landers, I'm sorry it's taken us so long to get back to you but I really didn't know what to say. It's very hard these days to find a company that has a "Mission Statement" that they actually live by. I am very fortunate to work for such a compnay and now we believe that we have found another one - yours!
I was very surprised when we received a $25 check after my husband had complained about the cost of repairing our fridge, and then to receive your note was a shock. I wanted to let you know that we appreciate all you have done and I feel that you truly lived up to your mission statement and am grateful for your giving this matter your personal attention. I would not hesitate to use or recommend your services. Thank you. Jack & Vicki Armour - Middle River, MD 182803 This morning at about 9:00 AM, I called your office to inquire about service for my Amana refrigerator. The young lady who answered the telephone was very helpful, and courteous. She asked me a few questions, and then told me that she could have someone at my home before 1:00 PM. To say I was surprised is an understatement.
A few hours later, your service truck arrived in my driveway, with two young men, Dave and Steven. Both of these technicians, and I am please to say they were indeed technicians, in every sense of the word, were meticulously dressed in a neat and attractive uniform, with your company’s logo prominently displayed. When they entered my home, Dave asked a few questions, and almost immediately diagnosed the problem. He briefly examined the refrigerator and was able to confirm that he was right. I don’t remember exactly how long it took him to replace the broken part, but it is my recollection that they were in my house less than an hour.
The thing that surprised me the most is that they had the part of my refrigerator on the truck, and did not have to return at a later date to make the repair. This refrigerator is at least fifteen years old.
I also should say that I had called several other companies and the cost of a service call was higher than yours. That is not the reason I picked your company. When I saw your advertisement in the telephone book, I noticed that you had a web page, and after checking it, I was impressed by how professional it was the testimonials that were posted there and the awards your company has received.
This has been the best experience with a service call I have ever had. That cost for the service was both inexpensive and well worth the expenditure. Both my wife and I are extremely happy and grateful we were able to get through this experience with so little cash outlay, and such courteous and prompt service. I will recommend you to all of my friends and family, and will not hesitate to call you again if ever I am in need of service in the future.
Nick and Jane Caprinolo - Rosedale, MD 184161 We love you guys! You are great. Ms. Markwitz 181355 Gentlemen: I have requested service on a refrigerator / ice maker at my residence in Parkton. I never used your company before. However I can state without reservation that beginning with the person who answered my telephone call through and including the service techncian who performed the necessary work, I was immensely impressed. The recipient of my telephone call was courteous, cheerful, and gave the impression that Landers was there to help. The appointment was scheduled promptly. The technician who performed the work arrived on time, was extremely helpful in explaining the difficulty with the ice maker and what needed to be done about it. Replacement was made without having to wait for the replacement unit to arrive at a later date. In summary, I was immensely impressed with your operation and certainly would not hesitate to utilize your services again should the need arise. In addition I will certainly "sing your praises" to others who might inquire about such repair service. Robert Verderaime - Verderaime & DuBois, P.A. Dean, upon arriving home last Friday evening, we found our freezer had lost its cool and most of the contents were well on their way to being completly thawed. Remembering Landers good service in the past, we called your office at 8:30am on Saturday morning. Joann answered my call. She was very professional, and she handled my panic call in an unbelievably efficient manner. She dispatched George who arrived at our home before noon the same day. George was very knowledgeable and quickly diagnosed the freezer problem. Not only did he have the correct part on the Landers truck, he fixed our freezer in less time than anticipated and at a cost lower than we expected. Please pass on to Joann and George our sincere thanks for coming to our rescue. Also please add to the list of Landers Appliance accolades: "Baltimore Best Customer Service". JoAnn M Geier - President J & M Systems, LLC Your technician Scott was GREAT! Really informative. B. Sokol Ticket # 181692 I just had to send you a note to let you know how happy I was with my service technician Dino yesterday. I had a problem with my dishwasher and dryer and he not only fixed my problem, he educated me on both appliances. Dino took the time to tell me why I have been having problems with the dishwasher (when no one else had) and also recommended ways of avoiding the problems in the future. Unfortunately, I had to leave before Dino was done (my 25 year old daughter was home) and when I got home that evening , I checked the dryer to find that Dino went up and beyond the call of duty by rigging a handle for my lint trap (broken a long time ago and the "former" technician told me he couldn't do anything about it). While that may seem like a little thing to some, it meant quality customer service to me. And I would really like Dino to know that I appreciated everything he did for me yesterday (minus the look I received from him when I told him I went to Northern High School with Dean Landers). If there is an employee of the week or Month or whatever, my vote is for Dino. Dale Bock - M & D Real Estate Team Timonium, MD Mrs. Brizzi called and said she was helping a friend write a complaint letter to a local Toyota dealership and it made her realize how much she loves our company! In the time she has been using Landers she has never had a bad customer service experience. She loves JoJo and said that everyone has always bee so wonderful to deal with. She just had to take the time to call and let us know. Mrs Brizzi Ticket # 179418 Mrs. Williams (ticket # 180981)called in Friday afternoon and left a voicemail stating that she was very pleased with our company and how we worked around her doctors appointment to make sure we looked at her refrigerator when it was not cooling. She also said that she thought George was very knowledgeable, very professional, very respectful and overall a interesting person to speak to and she will be writing a letter to Angies list (where she got our #) complimenting our company. Mrs Williams Ticket 180981 Dear Mr. Landers I am writing to applaud the excellent workmenship, professionalism, and courtesy shown to me by your worker "John" and your telephone staff. He was more than what I could have expected in fixing a washing machine at the Baltimore address. He was clean in performing his job and nice. The staff worker that took the call for the repair was the same. I hope this letter finds its way to the proper attention of his bosses ad to his employment file and the staff is recognized for their professional services. Thank you for a great job. Keep up the good work. Michele Gallagher - Law Office of Michele Gallagher Baltimore, MD Your delivery team of Adam and Josh did a superb job. Thank you very much.
Mrs. O'Conor Delivery Team compliment Mr. Saul called and wanted to let us know that Adam and Josh are two fine young men, very respectfully and did a great job delivering and installing his new appliances(they explained everything to him).
Mr Saul ticket # 180943 "JoJo was very courteous and nice. I am very impressed with him." Ms. Perkins Ticket # 60188 "I would like to compliment you on your technicians. I have used your company three times now and I am very pleased with your workmen. All of your company employee's are great. I am a very, very satisfied customer." Ms. Anne Johnson Hi Dean, Thank you for the FABULOUS service!!!! We were preparing to go away and realized that we had a problem with our refrigerator. I called and spoke with Anne and she dispatched your repairman, John. He was here and had it fixed within an hour!!!! It doesn't get any better than this! Please let Anne and John know how much we appreciate their quick response. Fritzi Brynes - Brynes & Associates Baltimore, MD "Thank you for such great service. Your technician, John B. fixed my dryer in record time and he was very courteous. I wanted to call and let you know I am one happy man!" Mr. S. DeDeyan Tix # 62782 "John did a great job. I am very pleased with your companies service" Mr. Streater Tix # 63287 Mr. Reger said Scott was a terrific technician and he was amazed at the amount of knowledge he had and how friendly he was. They are not repairing their washer but said he will call us for any future repairs. He has a Kenmore top loader you may want to call him with price on new. Mr. Reger Ticket # 181033 "Your technician, JoJo, was very nice and patient. He did a great job." Ms. L. Stierhoff Tix # 66135 "Your technician (Rick) was very polite and nice. He really knew what he was doing." Ms. R. Harris Tix # 67035 We are completely satisfied with the entire service experience! Thanks again. M Chapman 181377 Dean, I spoke with Jennifer McConnell today about Mrs.Fernandez. Jennifer is the State Farm agent handling the claim after we finished talking about the repair she said that Mrs. Fernandez told her that George was very good at his job and very friendly. She told Jennifer that every one she spoke to at Landers was terrific. Jennifer also thanked me for taking such good care of their customers. Joann put the call in. State Farm Insurance "George is a very, very nice, pleasant, easy to deal with technician. He didn't put any pressure on me about the repair. He answered all my questions didn't waste time or 'putz' around. He is a real terrific guy! I can't wait until he has to return!" Mrs. B. Adams Ticket # 74954 Dear Dean: It is hard to know how to say thanks for your help with Maytag last week. We were prepared for a major headache and a major bill. And I'm sure that it is a difficult balance dealing with "family" from church and also still - owning the company. Thanks for being just plain honest with us and giving us options. We have consistently appreciated Landers service and willingness to help. Your service guys are always gentlemen in the best sense of the word. We love our new washer! Tim & Ellen Mering "Your technician came to our house today and I wanted to call to tell you how very knowledgeable and polite he is. He's a real good guy. I really appreciated your service. He did a great job,
I am happy with him and the repair!" Mr. A. Nelson Ticket # 74568 "We have never met anyone like your technician. He was helpful and wonderful and a lot of fun!" Mr. And Mrs. Reid Ticket # 74418 "I've had your repair technician out here and he's quite a gentleman. This is my third experience with your company and I am quite impressed!" Ms. S. Smith Ticket # 74981 Had my first experience with Landers today. Absolutely outstanding... Dave was the best ... solved the problem ... educated me on proper procedures for operating my washer. You have a good man in Dave ... he represents your company at the highest level ... Thanks! Harry Strawbridge - RAM Industrial Services You run a very consumer friendly company. I was very pleased with your service! Ms Warres - Pikesville, MD 182793 I have known Dean since before he started LAnders Appliance. He has continued with the highest of service and satisfaction goals. I am one of his most devoted customers. Mrs H Wilson - Roland Park 179999 Mrs. Fisher called in because she lost her survey and wanted to let us know that Dino is the greatest
Technician she has ever had come to her home. He took time to explain things about her washer that She never knew about.
Mrs Fisher - Timonium 182652 Giving customers a 30 day grace period free of charge if a problem re-occurs is one of the nicest things any compnay can do. I've never had that before. Thank you! Also thanks for the coupons you sent. Mrs. Helen Wiliams - Hamden Mrs. Lepczyk called in and just wanted to let us know how nice, and professional Dino was when he came out to her house yesterday. Also she said he was personal and very easy to talk to.
Sasha Slenbaker
Customer Service Representative
Mrs. A Lepczyk Sparks, MD 184480 The office staff and technician were great about staying in touch and accomadating my schedule. Much better than the inflexible scheduling from other companies. I will definitely call Landers in the future! Ms Joann Warres - Pikesville 182793 Mr. Tracy called to let us know how satisfied he is with the way we handled his problem with his delivery and damaged range. He said that people always call when there is a problem which he had to do but never call back to say it was solved in a proper manor. So he just wanted to make sure we knew how happy he was with the way we handled and solved his problem. Mr. N Tracey, Lutherville, MD 181516 I just got your survey in the mail from the appointment I had last week to fix my washing machine. I would give the service technician a 5 in all categories. I could not have asked for a better experience. He also gave me some tips to lower my energy bill which was very helpful. I don't remember his name, but he said he had been with the company 19 years. It says at the bottom of my survey it was Tech #22. I hope you know what a valued employee you have on staff and he would be the main reason that I would call your company back if I needed service again.
e-mailed from Eileen & Rick 5/19/08
Dean's response:
Thanks for the comments! I will certainly pass them along to Dino. He is a great guy, no doubt! I have several long term employees as well as younger field technicians who understand the value of delivering exceptional customer service, a lost science in today's service economy.
We look forward to caring for your appliances as you have need. We are here to serve!
Eileen & Rick (e-mail) Ms. Shaw called in and wanted to let us know that Mick did a great job. She said he was very clean, organized and thorough and she is very pleased.
Jo Ann
Mrs. L Shaw Westminster, MD 184530 Dear Ms. Landers,
I am writing to thank you for your excellent service. Everyone I have dealt with at your company has been friendly and helpful, from the woman who answers the phone to the people who came to my house. I am very impressed with the new dishwasher your salesman Len Walker recommended to me. He said he had one himself and you could barely hear it running, and he was right! I was also impressed with the quality of service I received from the dishwasher installation team and from Joe M, who came out to look at my old dishwasher two weeks ago. When Joe told me my old unit was dead, he took the time to explain exactly what was wrong with it, which made me feel better about having to buy a new one. I have put another recommendatiuon for you on our neighborhood website, which is also where I found your company. You are who I will come to for future major appliance purchases or repairs. Great Job! H. Lasher-Oakes 184913
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