“George did a great job. I will use your sevice’s in the future. ” Leidy, B. 21057
“After having a Landers repair man (Dino) come to work on my old dishwasher, I decided it would be a better investment to purchase a new dishwasher. Every step of the purchase was easy and professional – from the sales staff (Baiba) to delivery and installation crew (Ryan and Jude)! From purchase to installation was 2 days! Couldn’t be more pleased! Carroll, L 21204
“Neat, professional work.” Kalata, R 21060
“Dino was very helpful and honest about our old dishwasher. Parts were NA (Not available) but we are still able to sue the dishwasher with a few tips from Dino, a very knowledgeable 35 yr veteran”. Clemmens, M. 21093
“Landers Appliance is the only company that I would have for sales and repairs!” Nalls, L. 21001
“Mark is great!” Lange, D 21111
“Top scores for his (Steven) expertise, professionalism and kindness.” Stefano, J. 21230
“Matt and also the folks on the phone were great!” DeBois, D. 21286
“Wonderful service. Steve was great. So glad to have you as a resource. Thank you!” Simone 21218
“Honest and friendly service, very professional.” Technician was Lee O’Leary, P. 21224
“Bill has come to our house a number of times. He is always friendly and professional.” Conte, D. 21042
“The tech (Matt) was very good. He was very thorough. I will recommend Landers to family and friends. Thank you.” Shipley, B. 21221
“Dino in service and Patrick in sales. At Home Depot the same washing machine was $60 cheaper but I would rather deal with Landers! Patrick was very helpful and professional. Thank you” Hopkins, B. 21234
“We were pleased to find that friendliness and courtesy and pride (from Lee) were alive and well. YAY!” Fleischer, B. 21136
From Angies List: “Your service tech, George, was highly knowledgeable and honest.” Pritchett, M. 21030
From a Google posting, 5 Star Review. “Joseph was very knowledgeable and friendly. It would have been very expensive and taken a long time to have our washer fixed. He took the time to talk to us about what washer we should get and why. I will definitely use them again.” Kearns, F. 21236
“Joe was incredibly professional, honest and helpful! The customer service and sales department were very warm and responsive.” Taken from a Google Review K Rock 21236
“We’ve been using Landers for years. Today was a continued representation of the service we’ve come to expect with Landers. I called at 8:30 am due to an issue with my oven. By 1:00 pm a technician had arrived, assessed and completed the repairs. The technician was very friendly, explained everything in detail, and was very efficient in the repair. I truly appreciate the fast and exceptional service.” A. Soyke Rosedale, MD
“Excellent service. Techs are knowledgeable, professional and thorough in explanations. I use them for EVERY repair.” L. Cox 21060
“Landers gets it right with outstanding Customer Service and the most courteous technicians. Thank you!” T. O’Rourke Baltimore
“Professionalism, Punctuality, Quality, Responsiveness, Value. Landers has repaired many appliances for us. They are fabulous to work with. I recently had a gas scare with my oven and they were here the next morning. The same tech always comes to my house so I feel like we have a relationship now. I feel they are trustworthy and honest. Saved $500 because tech was honest with me about the situation. Love them.” Taken from a Goggle review S. Sloan Columbia, MD
“BEST appliance repair business ever!!” C. Paszkiewicz Forest Hill, MD
“I have been using Landers for years and the service today was just as good as it was many years ago. You are still a great company. Thanks” D. Lipscomb Severn, MD
“Thank you so much for the opportunity to provide feedback. You are the best. Thanks for the great service and resolution of our problem. I will most definitely recommend Landers to my friends and family.” MJ Riordan Toswon, MD
“This is the first time we have used Landers and will never use another company again! Everyone from schedulers to technicians to follow up has been fantastic. More companies across industries should follow your customer service model. Thank you! J. & N. Kennedy Sparks, MD
“George is great! What a delight to deal with Landers. I wish everyone could be so wonderful! Thank you!” S. Bancroft Cockeysville
“Best retail appliance experience EVER for us!” F. Minger, Towson
“I am a realtor who has been in business for 23 years and I would not use anyone else but Landers for my clients and myself. They are excellent.” H Comstock Baltimore
“Quick response to a washing machine shutdown. Fixed the problem efficiently and professionally. Tech was friendly and thorough. Very pleased with the business from initial phone call to completion of work., would recommend Landers Appliance 100%” Carol White
“Mr. Schneider called to say that Dino did an outstanding job and is a really nice guy.”
“Arrived timely, gave me pros and cons of repair and realistic advice regarding my 12 year old washer, had the part and serviced quickly!” C. Rubino Parkville, MD
” I really appreciated being able to get same day service on our refrigerator!!” S. Lippman Baltimore
“Ms. McLaughlin called to say what a great job Daniel did. She is very pleased with the service and will recommend us to everyone.”
“George Morey (technician) was fantastic, friendly and knowledgeable!” O. Cowan Lutherville, MD
“You guys are the best” G Glowac Towson, MD
This was a letter sent to our service manager Jim:
“I’m writing to extend my sincere thanks for your assistance and advice. As you may recall, we spoke a couple of weeks ago regarding a problem with the fresh food section of my GE Monogram refrigerator. You listened patiently and with genuine interest as I shared the details of the problem and the various trouble shooting and repair steps the GE technician undertook without resolving the problem. One of the last potential problems we discussed during our conversation … that the GE technician had checked, but concluded was still functioning…were the thermistor sensors. You wisely advised that while certain diagnostic checks may indicate the sensors are working, further checks would be required to determine if the thermistors were indeed functioning within the proper temperature range. Accordingly, I followed up with the GE technician and posed the question/issue of the thermistor temperature range to him. He agreed with your assessment , and returned in a few days to replace the thermistor sensor located on or near the evaporator. And presto … within 12 hours, the fresh food section returned to the proper temperature range! Jim… you don’t know how much my wife and I appreciate you taking the time to speak with me, and we cannot thank you enough for your spot-on phone diagnosis. Thanks again Jim! ” Rocky Glendinning
“Cannot say enough good things about Landers + especially our service guy – Joe! This issue took 4 visits and 2 replacements but now we are back in business!” J. Zorbach Bel Air, MD
“Having used Landers services for over 20 years, I can honestly say I have never been disappointed. They have a courteous, knowledgeable, and timely service and sales team. Always a pleasure to work with and always a happy ending!” B. Plunkett Phoenix, MD
“Have been so responsive to my calls for help. Good about advising me how to resolve some problems without needing a service call. Keeps me turning to them when I do need help” Susan O
“Very very good service!!! Very polite and honest! Unfortunately I need a new fridge however they were upfront letting me know it didn’t make sense to fix it given the cost and the fact that it might not hold out long term. Thanks! Makes life easier!” Ronda W
“My dryer stopped working in the middle of drying clothes. I called Landers and the lady answering the phone took my information and told me someone could be at my home within the next 4 hours. That pleased me since I had wet clothes in the dryer. In less than 2 1/2 hours George was knocking at my door to service my dryer. He quickly identified the problem, happened to have the parts on his truck, and completed the job. I was extremely pleased and the service was far above my expectation. I will definitely use them in the future. Thanks Landers!!!” Gail B
“Called Landers in the morning, has service technician in before 1pm. Super happy with timing and results.” Betsy W
“Great experience all around – Sales, Installation, Service Perfect! Do not try to be “New & Improved” – stay the way you are – Great Company, great employees, superior service!” R. Flaherty Parkville, MD
“To Whom It May Concern: I had to take the time to send a hand written note, to let you know what a great company you have! JoAnn couldn’t have been any nicer, and the other nice lady, I cant remember her name as I’m getting old, she was equally nice. Your technician Billy was punctual, professional and did a great job. I will use you again and refer others to your wonderful company. Again, your company is great, keep up the good work. I heard about you on one of the radio stations. Sincerely, Angie Acosta” Glen Burnie, MD
“George was terrific in explaining / diagnosing the problem. I have been very happy with numerous service calls over the years.” J. Cronin Towson, MD
“You are the best service company in Baltimore!” S. Brand Pikesville, Md
“I am so very grateful to Landers. My elderly parents are very dependent on their washer and dryer due to my dads’s medical condition. Their washer was not working. My mom called me at 8:30 PM last night to share this information. I called the big box store where she bought the washer and they gave me an 800# which left me on hold for 15 minutes. I called BGE, who, although very professional, could not come out to their home for eight days!!! I remembered the Landers’ name, as I had used them many years ago for a repair. I left a message on their answering machine at close to 9:00 pm last night. They returned my call this morning at 8:15 AM. A technician arrived at my parents home at 9:45 AM and was able to fix the washer. I am so grateful for their quick and efficient response to what could have been a nightmare if we had not been able to get service today. Thank you so much.” F. Brown Towson, MD
“You can buy appliances anywhere – the key differentiation is after sales service – and Landers are the best in Baltimore.” S. Muirhead Baltimore, MD
“We love you guys and always recommend you to friends!” K Schneider Ellicott City, MD
“Customer and loyal fan for life!” C Sharkey Baltimore, MD
“I love your company. You have serviced various appliances over the years for us and have always given us honest answers and provided excellent service!” R Gothelf Owings Mills, MD
“Everyone from receptionist to parts staff to repairman was wonderful. I took a stab and found you online. I was looking for a local company with friendly. quality service and found it! Thanks so much. L Martin Baltimore, MD
“Once again I am delighted with your company – Jackie is so pleasant when I call and Bill and Len (in sales) were patient and had recommendations perfectly suited to my needs and were professional and lovely to complete the sale with. And your installation team was prompt, knew exactly what they were doing, and despite the downpour, were quite cheerful & efficient. Thanks again – so nice to have a company I can trusts! Priceless :>) . J. Tosh Baltimore, MD
“All of your employees with whom I dealt were top-notch , and you are fortunate having them represent your company.” L Huber Nottingham, MD
Mrs. Creps called in and wanted to say that she spoke with Jim earlier today about some issues she was having and she wanted to commend Jim on his amazing insight. She said that she only had one small question but Jim expanded on her question so much so that she now completely understands her problem and the reasons why she should purchase a new unit. She said he was very thorough and understanding. She was more than pleased with his help.
“Last Friday I was getting an error message and refusal to continue on my late model Bosch dishwasher. I called your number about 9:00 am and spoke with a pleasant lady. I had expected something to be scheduled for the middle of the following week, but she said she could have a technician come out that afternoon. I was impressed. Then she called back about 11:30 and said you had a man reasonably close who could come within half an hour. Even better. Your tech George showed up as scheduled. He was a very nice guy and I enjoyed chatting with him. He had the problem figured out and fixed in short order (bone fragment stuck in pump impeller). I imagine I just got lucky with the logistics and timing on this, but even so, I was pleased all around. You are officially my new appliance repair company and George is my new repair guy. Thanks for a job well done.” D. Dowell Monkton, MD (Letter sent to President Dean Landers)
“Shawn (installer) made 1st good impression in July 16 when he installed a factory ordered replacement of a Kitchen Aid dishwasher for us. We decided to call Landers’ when a dryer we bought 8 years ago from Sears needed repair. Dino came to our house 2/13/17. The dryer was too expensive to repair. Len in sales helped me choose a replacement dryer – delivered the next day – 2/14/17!!! Shawn and Bobby installed the new dryer. Good guys. We also like your office staff. Will also recommend your business to family and friends and neighbors. Thanks!” L Grimes, Perry Hall, MD (comments added to our survey form)
“I was extremely impressed with your company, especially the service technician Joe. He took his time to explain the problem, gave me as estimate for repair and was very knowledgeable. He was the BEST service tech I have ever had come to my house to repair an appliance! Landers’ is lucky to have him representing your company! ” W Kraft Joppa, MD (This comment was hand written on our survey form.)
“I have already recommended Landers” to several friends! I have informed them of your excellent service in buying new appliances as well as your prompt repair calls! 🙂 ” A Haskins Jarrettsville, MD
“This was the best home-repair service we’ve ever had. I was scheduled in less than 24 hours. The technician was efficient and knowledgeable. The part was ordered and in within 24 hours. The technician returned and finished the job quickly and with a professional attitude. I will use your services again and will recommend Landers to others. Thank you.” (taken from our survey form) D Hunt, Crofton, MD
“He (Steven) is extremely pleasant – always answers our questions or gets us an answer before he leaves the house (appointment). He’s been here several times and is a pleasure and blessing to have met – he is a great asset to your company!” This was taken from our survey mailed in by D. Amey Baltimore, MD
My name is Lisa Sudano-Luther. I always knew of your existence but never stepped foot in your establishment until this year! Big mistake on my part! You all have a very good selection, great sales staff and an awesome road crew. In January I was driving Aunt Mary all over God’s green earth searching for a range. I got so disgusted at the products offered and the sales people as well. While in the parking lot of Home Depot I dialed 411 for your number. Again very shocked at your inventory and your top notch very knowledgeable sales staff. After absorbing the knowledge bestowed upon us we went home and pondered. I believe we pondered over the weekend. I than came in and ordered a stove. The delivery schedule was tough for me. I was starting a new job and my window of time was limited. Although the guys were running a little behind through no fault of their own the delivery and install was close to flawless. I believe my guys were Shawn and Bobby. Bobby did something that was above and beyond great customer service. He called me outside to explain there was as slight issue. He could have just blurted it out to Aunt Mary, but pulled me aside to let me know. I must say good call. I was able to let Aunt Mary know so as to not upset her. Sometimes at 90 emotions run high! I was quite happy even with that thrown in the works the guy’s efficient manner in which they worked allowed me enough time to get to work. I hope you understand I’m old school and hate the throwaway society we have become. I do promise, next appliance purchase will come from Landers. Bog box stores have nothing on hometown locally owned stores. I’ve always known that just truly sorry I didn’t think to do that with appliances. I guess I thought the prices were going to be outrageous with very little to choose from that couldn’t be further from the truth. If I had thought about it I have been having my vacuums serviced at the same local place I buy them from for 17 years now. He’s a bit pricey but his knowledge and service is top of the line. So thank you for running such a great establishment and having employees that possess the old school mentality of great customer service. Keep up the good work! I will send everyone in the market for appliances your way. You all have a great day and better tomorrow! Sincerely, Lisa Sudano-Luther Essex, MD
Mr. Landers, I would like to take this time to compliment your company, and several of your employees for providing prompt and efficient service regarding my recent purchase of a gas dryer. I would like to recognize Pat, my first employee contact via phone conversation. I found her to be extremely polite, and very knowledgeable regarding which gas dryer wold be suitable for my needs. I was unable to visit your showroom due to recent knee surgery recovery. Pat completely understood, and assisted me with the proper choice of dryer and subsequent purchase. I would also like top recognize both Shawn and Bobby, who installed my new gas dryer. They too were extremely polite. They were very careful in the removal of my old dryer, as well as the installation of my new dryer. They explained the basic operation of the new dryer, and answered some questions that I asked. Both Shawn and Bobby took great care during the entire process. I was impressed with the entire procedure, as my basement is fully finished. No furnishings were damaged whatsoever, and no mess was created. Please see that these employees are acknowledged for a “job well done!” They should be considered assets, and valuable employees. Additionally, could you see that each receives a copy of this letter, and that same is placed within their personnel folders. Thank you again for providing professional and timely service in the purchase of my new gas dryer. I will certainly utilize your company for suture purchases, and will highly recommend your company to my friends and associates. Sincerely yours, G. M. Sawa Essex, MD Satisfied Customer (Letter received)
“Robert (service technician) was professional, polite, considerate, and friendly. He obviously knew his job & accomplished the repair quickly, but he took the time to explain the problem and the options.” J. Incavo Annapolis, MD
“I had called early in the morning about a service call. A very friendly voice talked me through checking to see how old the refrigerator was when I realized that it was 20 years old! I proceeded to buy a new one. My wife had already picked out a new one from your web site. The salesman talked me through the purchase over the phone. By 10:30 that same morning the old unit was removed and the new one was installed. Great experience!!!” D Winfield Perry hall, MD
“He (Len Walker, sales manager) told the truth about everything I asked, never any fabrication. Total Truth about the appliances, right down to the nitty gritty. ” E. Stowik Dundalk, MD
“Two items to note: 1) Your tech was timely, professional and willing to let me into the parts acquisition process which saved me several days. 2) Your sales lady (Pat) followed up at every point in the process. I was most impressed with Landers’ willingness to work for me and with me. ” T. Remley (landlord with property in 21224 but lives in Green Bay, WI)
“Joe was very professional. He was able to advise me on adjusting how I sort clothes as well as explaining that mixed loads aren’t good. he also advised me to switch detergents due to excessive sudsing.” C. Cosgrove Middle River, MD 21220
“Honest and forthright service & communication during service call. Did not take advantage of the situation. Honest repair companies that operate with integrity are hard to come by. Thank you.” M. Moore Bel Air, MD
“Ms. Smith (Laurel, MD) called in to say how wonderful Billy is. She said he is the best service person to ever come to her home for any type of service! She said he explained everything to her and was very helpful.”
“Best appliance service ever – will call as needed!” L. Fowler Baltimore, MD
“The technician (Joey) who came is the best tech we have had in the last ten years with you. Friendly, caring, honest, well spoken. A great representative of your business.” I. DiGregorio Baltimore, MD
“You guys are DA BOMB.” M. Gottschalk Lutherville, MD
“First time using your company. I have seen your trucks on the road for years. This was the best choice ever. Your company was so fast on coming out and repairing our appliances. Great job from the beginning to the end.” G. Ey Joppa, Md
” I called at 5:00 PM on a Friday, explained I had a home inspection the next day at 1:00 PM, and the tech arrived at 9:30 AM, and was gone by 10:45 AM. I could not have asked for any better of an experience. Please give Joe an “Atta-boy”.” T. Ferry Rosedale, MD
“Amy, who took my call, is an excellent employee of your company and put me in contact with your service manager (Jim). Jim called me after hours, set up my service call in a very timely fashion – and, as it turns out, properly diagnosed the problem.” A. Shindler Timonium, MD
“When Robert P came about my Samsung refrigerator and he informed me about the cost and since I detested the appliance I told him I wanted a new one. Due to medical conditions I couldn’t drive for some time so the sale had to be handled by phone and computer. I needed a black appliance about 27″ deep. The salesman, Len Walker did an absolutely magnificent job of getting a beautiful, elegant, well – designed refrigerator. I couldn’t be happier. Len worked long and hard to get me what I wanted!!!” I. Edgerton Elkridge, MD
Steven was “Highly competent and business like … and very handsome :>)!” B. Korch Gwynn Oak, MD
“I already wrote a three page letter and 2 cards to Mr. Dean Landers (and one to George) praising and acknowledging the EXCELLENT service I continuously experience whenever I need service. Thank you, thank you, God bless you!” D. Kuegler Parkton, MD
Ms. Glass called in and wanted to let us know that she is very impressed with our service and she doesn’t hand out compliments freely because not all companies give great service. She also said she had a wonderful immediate response for service. Sent by E-mail from Jo Ann Costa (Landers Appliance Customer Service Rep)
“The saleswoman, Pat was very helpful and friendly! Thank you.” C. Absolom Owings Mills, MD
M. O’Malley saw our trucks in his neighborhood and called for service on his Maytag dryer. He wrote a note on our survey form saying : “Joe the technician who came out was especially helpful. It was the best repair experience we have ever had.” Bel Air 21014
“Excellent service! Bill is a most welcome fellow! Amy was also very helpful on the phone.” R. McCarthy Dundalk 21224
“The tech (Robert B) was very clear about the problem and very efficient in fixing it. When it turned out he needed a second visit, the office quite willingly accommodated my availability.” M. Abell Marriottsville 21104
“Do not want to waste your time, but sometimes the Owner or President of a company don’t always get the comments sent. So I personally want to make sure you receive good news. I sent this same message to your Service Dept. Earlier today. I just wanted to send a word of Praise for the two who delivered ( Shawn & Eric ). Both were very Professional and was a pleasure to talk with. They took the time to explain each functionality with patience. Job well done. This kind of Service is the reason I the customer will return to Landers. Please send them my personal Thank You” D. Paugh Essex 21221
“Our tech (Joey) was very helpful with our dishwasher and even stayed to fix it in a snow storm. Thank you!” M. Smist Reisterstown, MD
“All of the personnel at Landers Appliance have always been very polite, pleasant, and helpful.” M. Budraitis Linthicum Heights 21090
“The technician (Bill) arrived on time and quickly identified the problem with the appliance. He also checked that other systems were behaving correctly and demonstrated that this was the case. He provided a quote for a replacement control board, placed the part request with the home office indicating that it would be a few days before they would have the part and left. Bill called about 30 min later and said he would have the part soon and could he come back to finish the repair. Bill returned about 1 hour later and replaced the board in short order. Bill was very professional, courteous and appreciative of my time. He also provided an unsolicited and very complementary opinion of the Lander’s company. He obviously enjoys working at Lander’s. If the other techs feel the same, the company is clearly doing something right and this will be reflected in their work and customer service. I appreciate straight up honest people and companies and don’t mind paying a little more to ensure there are no games with my time or my money. Based on this experience at least, Lander’s is a very good company and I will be happy to have them back if the need arises.” From Angies List Web Site posted by M. Holbrook Catonsville 21228
“They (the installers) were all very cheerful, obliging and helpful! Especially after the miscalculation for space for the new side by side refrigerator. You/their efficiency as usual, remarkable – no doubt the reason generations choose you :>). My father used your company before it was Landers and the standards remain wonderful!” K. Washburn Owings Mills, MD
“You are the best!” Vinotemp Wine Cooler repair S. Vreeland Timonium, MD
“Dear Dean, Just a note to say thanks for the competence and professional remedy of the recent repair (6 Nov 14) by “Dino M” who successfully remedied the minor problem with my Bosch dishwasher. JoJo has been the technician who has previously worked on my appliances for years (10 or more!) ! He was great also! Dino M now services my area and I have every confidence in his diagnosis and repair! He also gave me some practical advice on the correct loading of the unit and how to solve the problem in the future myself. I have confidence in his work. He certainly deserves accolades for his efficiency and thorough knowledge which enabled him to solve the problem!” Sincerely, B. Gudenius Baltimore, MD
Mrs. Lancaster returned our survey with these precious comments: “Over the years I have used your services and ALL of your employees have been very helpful. I would recommend your services!” Rosedale, MD
“Ms. Glowac just called in to say that Dino is amazing, wonderful and she would like to adopt him!” As reported by CSR Jo Ann Towson, MD 357957
“First, we are a repeat customer and we have recommended your sales/repair services to MANY people and we would only do that if we were confident of our advice to our friends, relative and colleagues. We recently had one of your service reps at out house to repair our clothes dryer and couldn’t be more please (one again) with the service… In an attempt to make the repair myself, I visited your location on June 23rd to buy what I thought would be the appropriate part and the young lady (I believe Sarah) was VERY helpful, taking the time to test the connectivity of two parts that I thought would have been the issue. Again, she was VERY helpful and though I wasn’t able to make the appropriate repair myself, she shared me the time and expense of replacing parts that didn’t need to be replaced. ALL of you people are GREAT and you can trust me when I tell you that we’re customers for life! ” S. Fugate Nottingham, MD
“I just love Landers. As Dean and Joe know, Landers serviced appliances when we lived on Monroe St. as well as helped move and install appliances to our present home. So I guess I have had you for 30+ years! That speaks to your great service!” Ms. Marlene Schmidt Perry Hall, MD
“Love you guys!!! As written on our survey from Ms. Mary Stewart Towson, MD
“I would never use any other company!” B. Clark Baltimore, MD
“Great service, as always. Thanks!” D. Wheeler Elkridge, MD
“Mrs. Robinson called and said that she is elderly and had fallen while our installers were in her home putting in a new refrigerator. They were so helpful to her. They were absolutely wonderful and complete sweethearts! She is so grateful for everything they did.” Bel Air, MD
“The receptionist had “chief technician” Jim call me regarding the issue I had. That was very helpful information for me. Your technician Scott called ahead and arrived when he said he would. He was very helpful in letting me know how to move the refrigerator as I had never tried to do such. Scott was efficient and did the work smoothly. I never knew that the condenser fan was so touchy!!” L Wadian Columbia, MD
“Mr. Kedzia called to say that Scott did a wonderful job and was just a super nice guy. He said he never had such a nice repair person and was really happy with the experience with our company. He said his oven is working beautifully.” From Amy in our Customer Service Department
“To get the negative out of the way first, this provider charged more up front for the visit and diagnosis than others ($100 vs. as low as $40 elsewhere.) After speaking with them, and with four or five others, we hired them anyway, and we did not regret it.
They were the only people who could come and fix our broken dryer the same day — a major factor for us (with two young kids at home). They also went above and beyond to make sure the problem was solved on that first visit. The repairman (Dino) rapidly diagnosed a broken belt, but found he did not have the correct replacement part with him. Instead of arranging a follow-up visit for another day, with another visit charge, he rummaged around in his truck until he found a belt that would at least hold us over until he could come back. He did this at no extra charge. He also gave us a bill for the total charge right there and then, one that would hold regardless of what happened on the follow-up visit.
The temporary belt did hold, allowing us to get on with our lives. Dino did come back several days later, with the correct belt, and installed that at no additional charge. So he was as good as his word. While it is possible that another company might have done this repair for a little less total, we doubt that it would have been done so quickly or so professionally.
When our refrigerator broke down the week after, we had no hesitation in calling Landers again. The visit and diagnosis fee was the same ($100) — and again the service was more than worth it. This second repairman (George) diagnosed the problem as a faulty defrost control board, fixed it by “rebooting” the fridge, told us what we could expect in the future (and what it would cost to replace the board) — and charged us nothing on top of that visit fee. ” J Overduin Baltimore, MD
“Just wanted to write and say a huge thanks to Landers and Deano for coming out and helping me with a frozen washing machine discharge. (Your WO# 349718) recently. Two notable things about Landers that immediately come to mind. First, you have a live person answer the phone. Huge, huge customer satisfier. Polite, efficient, and even gave me a narrower than 4 hour service window. Don’t ever give up on a live phone person for your business. It distinguishes you from all the others. Second, Deano is a gem. Timely, personable, knowledgeable, quick. I had complete confidence that he could diagnose and fix my issue, and he did. A great ambassador for you and your company. Thanks again for running a great company that provides a valuable service at a fair price.” S. Conover Baltimore, MD
“I have used your company for about 20 years and am always satisfied!” L. Osment Towson, MD
Robert had worked on Mr. Fosters refrigerator multiple times and he had paid us for the repair which unfortunately did not solve the issue and we had to give him refunds of the repair balances. I just called him to tell him I made out a refund request for the amount I missed the first time. He said that he is so impressed with our company and all our employees and the policies we have in place to provide terrific customer service. He said Robert was outstanding even though he could not get the refrigerator repaired without the expense not making it worthwhile. But he will continue to use our company because our policies are clearly in place with the best customer service in mind. Jim Van Horn, Service Manager, Landers Appliance
“My experience with your company is the best of any kind of service company I use or have used … always a positive experience – nice guys who are competent and professional. Dino is a gem. He explained the problem (basically unfixable) but did his best to improve it until I get a new one. He apologized for not being able to make it 100% better, but I think he worked a miracle!” G. Walsworth Baltimore, MD
“I am not good with names but the tech (Steven) that came here was so nice and funny. When he came back to check my range he asked me how I was after my doctors appointment. I told him I was getting over a serious issue. He’s very nice and kind. I hope all your technicians are like him. God bless you all. ” S. Thomas Baltimore, MD
Ms. Yost called in to say that they have always used Sears for their appliance repair and they decided to try our company today and they couldn’t have been happier with their decision! She said that we were able to get out in a timely fashion and that the technician Steven was absolutely fabulous! B. Yost Dundalk, MD
“Robert has got to be one of the best repairman that I have utilized; I have used Landers on several occasions and have always been impressed! This firm knows how not only to repair appliances but more importantly how to treat their customers! I know when I call Landers that I will receive A #1 treatment. I believe they are the “best of the best”! G. Hannan Annapolis, MD
“Amazing service – from 1st phone contact to final repair (had to wait for part). 5 Star ***** ” M. Hudkins Parkton, MD
Ms. L. Bartock called in and wanted to me to send a huge thank you to Len and the entire staff. She said that the customer service was outstanding and she truly appreciated everything that was done for her and her father today (Len and Joann were able to change her appointment from Monday to today so that her father could get his refrigerator sooner)…. Thought this would be a good end to the week (: (sent by e-mail from customer service rep Jackie) Chase, Md 345716
“My experience was very good … tech was knowledgeable, friendly, professional and timely.” B. Gassaway Baltimore, MD
“The technician was very professional. Every time an employee from Landers has come to my home, they have done an excellent job.” S. Edwards Bel Air,. MD
“Dino was great. He knew just what to do to fix the A/C and worked with competence and diligence. And he was very personable. I have to say, Landers’ repair people have always been special and that’s why I remember to call you even after many years. Landers is topnotch.” K Cordes Baltimore, MD
“I was very impressed with the service I received. Everyone including the ones I spoke to by phone were very helpful” P. Maclea Towson, MD
“It’s been a long time since I dealt with a company that was competent and efficient. I was a most pleasant experience. Thank you!” C. Kramer Edgewater, MD
“The sales lady was very helpful and the installers were great. I felt like I had a much safer situation regarding my dryer after they left. I love, love my new dryer! ” D. Emanuel Ellicott City, MD
“JoJo has been servicing our washer, dryer and stove for 21 years. I hope he never retires!!!! Thank you.”
F. Apollony Govans, MD
“It is a pleasure doing business with Sara (in parts)” Nameless Admirer :>)
“The technician (Scott) was wonderful and cheerful!” C. Evans Ellicott City, MD
“Ms. Yoder called to say Robert B did a great job!!! She said he was a very nice young man and did a fantastic job on her range repair.” As reported by Amy in Customer Service 346168
“My only comment (since I don’t do surveys) is to say that Dave was very good — knowledgeable, and very professional; a credit to your organization. Thank you.”
J Cantalupo Baltimore, MD
“I truly appreciate the wonderful service from your company. I always call on you when I need to. Thanks so much.”
S. Horne Essex, Md
“Mr. O’Brien (Lutherhville) called in to say what a great job Dino did. Very professional, nice and he cleaned up after himself which she appreciates when having someoone doing work in her home.”
Related to JAnn C. Customer Service Representative
“Steven was great and we will definitely call again in the event of a problem. Many, many thanks!”
B. Hopkins, Baltimore, MD
“This is the second time I have called you to repair an appliance. Once again, I was completely satisfied. Your receptionist and your technician were top notch. I recommend your company all the time and will continue to do so in the future. It’s refreshing to know that when I call, the job will be done in a timely fashion and done right. Thank you.”
D. Dolan Essex, MD
“From the moment I stepped into your sales floor I had a comfortable feeling. Pat was very knowledgeable, personable and helpful …an excellent representative of Landers Appliance. With her help I was able to find and purchase exactly what I was looking for in a gas dryer.
Then I increased the level of difficulty by asking Pat if someone could look at my existing gas cooktop and provide recommendation on installation when the dryer was delivered and installed.
Chris and Shaun arrived …replaced the dryer. Did an excellent job. They went over all of the features of the dryer and ensured it was operational. The dryer has worked flawlessly since the installation. Chris also took a look at my current gas cooktop and let me know that I could increase the size of the gas cooktop from 23” to 30”. That’s what I really needed to know in order to make an immediate decision to purchase. The wife and I visited with Pat and purchased all the items and services needed to replace the cooktop. Pat and I have coordinated the delivery and installation and my wife is excited like it Christmas morning!
Thank you for developing such a people oriented service organization. Please thank them all on my behalf.
You can count on me to highly recommend Lander’s Appliance.”
“My situation is unique and required a strong level of expertise. Pat made the entire effort come true and was backed up and delivered by your two delivery guys. I have copied & forwarded your benefits & reasons to my friends. Great job – A bog thanks!” G. Peacock Pasadena, MD
“Your guy was very professional and efficient. I will definitely Use you again.”
K. Stone Parkville
Ms. Shortess called in to say what a great job Dino did and she is very very pleased.
JoAnn Costa / Customer Service Rep
“Pat (sales person) provided exceptional service”
I. Arbuah Middle River, MD
“Len was very helpful, courteous and friendly. He really took time to answer my questions and help me to select an appliance that would be good for my home. The installers were also helpful and courteous in installing the appliance and explaining how to operate it. I greatly appreciate the excellent service I recieved from Len and the installers. Thank you.”
H. Dill Parkville, MD
“Joe was knowledgable, friendly, and good at explaining the problem and making the repair.”
M. Newman Baltimore, MD
“Dave provided excellent customer service and was an subject expert in diagnosing, remedying, and repairing our fridge. Moreover, Dave performed duties in a very professional manner.”
H. Everhart Dundalk, MD
“The service from your company was outstanding. I would not hesitate to call again. Thank you.”
M. Malinowski Towson, MD
“Joe was especially helpful. He is a nice young man who represented your company well. I’m very thankful you sent that young man out to me.”
M. Chandler Westminster, MD
“I was senior project manager for a large plumbing company for the last fifteen years before retiring. Your technician Steven was as good or better in all phases of service work as any of my men, and I supervised up to fifty employees.”
P. Bouthner Baltimore, MD
“From the moment I stepped into your sales floor I had a comfortable feeling. Pat was very knowledgeable, personable and helpful… an excellent representative of Landers Appliance … Chris and Shawn arrived and replaced the dryer. They did an excellent job. They went over all the features of the dryer and endured it was operational … Thank you for developing such a people oriented service organization. Please thank them all on my behalf. You can count onm me to highly recommend Landers Appliance.”
A. Jones Hamilton/Baltimore
“The phone services were great as well as your service technician. Thanks so much. We’ll call again.”
J. Frazier Essex, MD
“As always , I was completely delighted with my experience with Landers for this visit, which was to attempt to repair and ultimately replace a garbage disposal. Your technician Joe is simply the best repairman I’ve ever dealt with; It’s a pleasure to work with him. Keep up the great work!”
M Godfrey Baltimore, MD
“Your company FAR EXCEEDED any other appliance service with whom we’ve dealt. All your actions helped build our trust in you. We will definietely keep you in mind for future purchases!”
The Blakes Columbia, MD
“Installers were great – Shawn and Chris nice job!” The Janowitzes Perry Hall, MD
“I don’t remember the technicians name but he is excellent at his job and very professional. This was the second time you have provided service to me.”
M. Lawson Middle River, MD
“I have always been very pleased with your service.”
M. Stamas Towson, MD
“Best service experience I have ever had!”
M. Clifford Timonium, MD
“I have used your repair services several times and have been very pleased every time. Good work.”
J Bisi Baltimore, MD
“I love your company!!!:”
J Doyle Timonium, MD
“Ms. Beck called to say what excellent service she had today! She has never experieinced the level of service she received today. She was also impressed that she was able to receive a service appointment so fast when other companies make you wait weeks.”
“This job was particularly tricky, as it (the part) was already partially installed incorrectly. The technician, Scott did a brilliant job improvising and customizing a solution. My wife and I couldn’t be happier!”
W. McClean Columbia
“Your company has great technicians! We had George a couple of times and he is great. We like Dave W also. “
R. Greco, Pasadena
“I had a great experience with Landers and with Scott the technician. You guys are great and I will recommend you to friends and family. Great overall experience.”
e-mail compliment from J. Simock 320283
“The technician that made the service call was exceptional. He was a great source of knowledge and seemed to really like his work. We would definitely use your services again in the future, if needed.”
L. Barnett Executive Vice President, Operations & Human Resources WorkforceTactix,Inc. 319829
Mr. Laznovsky called in to let us know how incredibly wonderful JoJo is. He went way above what other companies offer!
Dean, FYI. Mr. J. Pratt called to say that our techs are wonderful!!!! Geroge was out there today and Mr. Pratt is very happy with the service.
“Dear Landers, I am writing this letter to especially thank your customer service representative Nikki K. for assisting me with having a technician come out and take care of the problem I had. She obtained all my information first on my problem and then checked to see if she could have someone out that day for me, which she was able to do. And then she went as far as to say she would give me a call when the technician was on his way and she did that within one hour. Ms K. is truly a true Customer Representative that you do not find too often. And finally your technician Joe M. arrived with all the knowledge. He explained the problem and solved it all within such a short time. Special thank you to Joey M. Thanks Landers for being my number 1.” Sincerely B. Gadson Baltimore 318236
“Scotty was very friendly and explained everything he was doing and fixing!”
Mr. C. Strouse 317440
“George (the repair guy) was excellent and a great asset to your company. I would always use and refer Landers Appliance to all. Great service all the way around w/your company. Thank you.”
M. Tharle 316359
“Dino is very professional, honest and friendly. He always fixes my stove – perfect!!!
K. Gamble 315764
“Thank you so much for coming out the same day that I called. Joe found the problem in minutes and got the refrrigerator fixed. You saved my food. I now have your phone number saved in my cell phone for any of our future appliance repair needs. Thanks Again!”
Mrs. Burton called in an wanted to let us know what a great experience she had today with her service call. She said Scott was wonderful and will keep our card so she can call whenever she needs appliances repaired. She’ll also recommend Landers to her friends and family.
“Our salesman, Len was very helpful about describing the features of the new refrigerator. Our installers, Chris and Shawn, were neat , careful and pleasant. Our overall experience with Landers was was great. We will look forward to our next visit.”
Mr. J Wotell
“Dear Sir, My compliments and thanks to your technician Dave who thoroughly checked out my washing machine on September 1st to try and determine why I had noticed some water on the floor after doing a small-to-medium size load. His thoroughness and attitude reminded me of the technicians who worked for my father’s appliance store in Michigan. The motto there was “Service Sold It”. Your technician is to be commended and speaks well for your business. Should I have need of an appliance repair (or a new appliance) in the future, I will certainly remember your business.”
Ms. M. Hoekstra
“Dear Joann, Thanks for the invoices. Just wanted to also let you know how great Joe was. He fixed the problems quickly and explained and demonstrated the repairs in a way I could understand. Please let him know how much we appreciated his help. He is a real asset to you company. Thanks again,
“Thanks very much. This was my first experience with Landers, and it was great. I will definitely use you all again.&
Mrs. Waters called to say the installers did a great job. She said both Shawn & Chris were so nice!!!!!
Our technician was a courteous young man and he was very helpful. They sat on the floor together and he showed her how it works and what not to do. she will definitely be using us again.
Thank you! George did a great job and even did some “extra” since I am awaiting a hip operation.
– Ms. K. Polk
I could tell the difference that long-time employees make, when they really care. Jim & Chris had to take about 3 inches off the dryer by taking the back & a few parts off. Even then, it was a tight squeeze to get the dryer down the stairs of our 93 year old house. I was not shocked, however, at the fine service, because of your company’s good reputation. Thank you, Mr. Landers.
Sincerely, Luke & Christine
Mrs. Barron called to say how great Steven was. She said he has been at her home a few times now and he is always so nice and efficient.
Thank you. Both Dave and Amy were very nice. I was very impressed with the courteous, prompt, and efficient service. Best,
We use to be customers of Lutz’s in Bel Air. Upon their closing we were informed that our service would be taken care of by Landers. I thought we’d never again find a company that would take care of our household appliances like Lutz’s did and I was totally wrong. What a joy it was to be introduced to another small business that is all about customer satisfaction. Thank you!
Ms. S Bents
Mrs. Blackwell called to say that Julian did a great job. She was very happy with her service!!!
“Scott, the service man was extremely professional and good. He identified the problem immediately, was very sincere and did not try to pressure me into making the repair. He was patient and answered many questions about how the dryer worked. This was probably the best service experience ever and I’ll highly recommend Landers! Needless tro say he fixed the dryer quickly and it is working great!”
Mr. Muse called and complimented Dave on the job he did. Even though we were not able to make the repair and refunded the original repair amount because there was a broken wire in the refrigerator cabinet that was not accessible. He said he took a lot of time finding the problem plus calling the technical support line. Mr. Muse will continue to use Landers because of the good service he received.
Jim Van Horn, Service Manager
Mrs. Baer called to say how pleased she was with our service. She said it was wonderful that our technician came in, fixed her problem and was so nice and professional.
Amy (Custromer Service Rep)
“I had read your testimonials on your web site and was a bit skeptical. But they are true! George came the same day we called. He was brisk, efficient, and knew what he was doing. He had the needed part on his truck and explained the repair in detail.”
G. Goodwin Odenton 2074737
Hi, I just received your customer service satisfaction survey in the mail. The information on the bottom of the survey is as follows: WO# 204126 Zip 21210 Tech #7 CSR/Salesperson 228 I had a very good experience that I wanted to share with you.
I had two appliances that needed attention: a Kenmore H3 electric dryer and a GE Monogram refrigerator. I’d done what I could toward troubleshooting them, but had reached the limit of my abilities. So I called Landers Appliance. I was told that a service tech could be out that day, if I was willing to play the exact schedule by ear. I kept in touch with the CSR at Landers during the day, so I had some idea when the tech would arrive. When he did arrive (his name, by the way, was Jojo, although I don’t have his card in front of me, so I can’t include his last name), he was courteous and efficient. He quickly diagnosed the problem with the fridge and proposed a creative, low tech solution.
He moved on to the dryer, and although that one proved a bit trickier to chase down, he got it working. Jo was informative, helpful, positive, and obviously very skilled. He’s a real asset to your company. I wouldn’t hesitate to call Landers Appliance again, and put in a special request for him! Best,
Matthew Olshan, Baltimore 204126
“Dear Landers Appliance, Congratulations! You have been named a 2009 Best of Baltimore winner to be featured in the August issue of Baltimore Magazine.”
“My dear Landers, Time after time for many years, I have used your services and they have always been outstanding. I wouldn’t even consider another company with which to deal. It is amazing to me how you can continue to give such excellent service. It is very comforting to me as a senior citizen to know that companies such as yours still exist. In many years of dealing with Landers, I am always surprised at the quality of your personnel. Each and every one that I have dealt with in all these years has always been way above average in customer service. I hope you stay in business for many years to come. It is really nice to be able to deal with a company in which I have complete confidence!”
Mrs A Rosendale Hamilton
John has serviced appliances for us a number of times. I feel comfortable with his services. I have used your services for many years when it was Atlas (25 years ago). My mother had used Atlas before I was married, which was over 50 years ago!
Mrs B Ambrozewicz 198816
“As always amazed – you come when scheduled, diagnosis is almost instant – repair is quick – technicians always hustle. This visit was no exception.”
Mrs A Hemming 198803
Our new frig was delivered today. Amy commented on the superb professional Landers service in the delivery, which included removing the front door to get in the house. Your crew also spent a little time giving advice on the water line connection. It was great service as well when we had Landers service our dryer a couple of years ago. I really don’t think Home Depot or Lowes could provide this kind of professional service. Our experience with Lowe’s at the shore and our old dryer here was absolutely awful compared to Landers Appliance. It was fast and dash, with a few dents too. And the price of your refrigerator was competitive as well. It was maybe not the cheapest deal, but the Landers service and likely underlying better quality is a huge difference for the such a purchase.
People don’t really realize what they are actually buying when they go to Lowes or Best Buy. And I don’t know if you could advertise the real cost benefit of good service as well as better product, if you don’t now, but it is a seller if the public could understand. My only little suggestion for the store. I like to ask a lot of questions on comparison of models. It would be nice if the sales folks knew all the real differences in what the models offer and most technical details. The sales guy we had was very nice, patient, and knowledgeable, but I am only offering a suggestion in general.”
Tim Tim and Amy Peck, Parkville, MD 202992
“Dean, Mrs. Albrecht called and ask that I let you know what an outstanding person Dave is. She had a new KA disposal installed yesterday and Dave took the time to explain the different disposals which she had no idea they were different thought all disposals were the same.”
Jo Ann 196223 Mrs. Albrecht
Mrs. Turner called and said that George was the most pleasant person she has met in a very long time and she would recommend our service to anyone.
192366 M Turner
“I wanted to let you know that Chris O’Connor, Jennifer’s brother-in-law who works for me, spoke to Jennifer this weekend and she was extremely pleased at the service she received from Landers Appliance. She said the tech (Scott ?) was very courteous, explained the situation and made her feel informed and part of the process and did a great job overall. She reported back that despite the 5 other service appointments she’s had in the past from Metro Factory Service and A & E that Scott was the only one to diagnose the true problem and make an effective repair that has her loving her refrigerator once more. I wanted to pass on my thanks to Scott and the whole team for showing Jennifer what total customer focus is!
Even though it was a warranty repair and you did not sell the product, I truly appreciate you taking on the challenge and seeing it through to one more totally satisfied customer. Great job – thanks for being the very best at what both of you do! Josh Landers, Director Appliance Division Reico Kitchen & Bath”
Jen O’Connor 7/7/09
Mrs. Berkmaier called to say how wonderful Dino is and that she is very happy with our company. She gets wonderful service and everyone is always so nice and friendly and pleasant to deal with.
190625 M Birkmaier
Mrs. Hess called to say how wonderful Joey was and very helpful. She really appreciated that he came out the same day (1/12/09) she called.
193080 M. Hess
Ms. Boose called in to say what a wonderful job JoJo did on her dryer. She said he was very patient with her while she decided if wanted the repair or not (she was at work and he called her). Ms. Boose was also very impressed with the job he did when replacing the dryer vent (very professional).
191556 M Boose
Received by phone: “George did a great job. He was very courteous and knew exactly what the problem was and he fixed it promptly. I am very pleased with the service I received.”
190005 M McWhorter
Mr. Henry called and said JoJo had provided him with outstanding service and he wanted us to know.
M Henry 189825
Sent by e-mail:
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, Halethorpe, MD
“Hi. I received your survey in the mail today (8/21/08) and decided it is just easier for me to email my comments back to you. Here is the “for office use only” section of the survey so you can match it with the tech and job: WO# 187936 Zip: 21206 Tech #: 7 CSR/ Salesperson: 228 We have purchased a number of appliances through your scratch and dent showroom over the past year (in fact, we’ve replaced almost every appliance in the house!) We have always been very pleased with the service we have gotten and recommend you whenever we have an opportunity. This is the first time we’ve used Lander’s for repairs, however. I was pleased with the clear direction of the phone salesperson, who ordered the parts we needed and told us she would call when they were in. Not only did she call, but the turnaround time on the part order was phenomenal.
The appt. was scheduled and I rcvd. calls from both the office and the tech to let me know they were coming out. He was there right at the time they estimated. The tech, when he arrived, was friendly, neat, and professional and did his work in an efficient way. He listened carefully to my concerns, neither rushing me through them or interrupting with a diagnosis. It turned out the the repair to our washer was easier to resolve than I had guessed and the tech explained to me clearly what had happened. I had requested that the dishwasher be looked at because we had it installed by a contractor who had replaced the countertops in our kitchen and had made other significant plumbing and electrical errors. Again, your tech found problems with the installation, explained what they were, and repaired them quickly and efficiently. I was pleased that he took the time to test his repairs to both appliances and to document the repairs clearly (so we had a record should we need to take action against the former contractor.) He did explain that you service other appliances, gave me a business card, and left the work area neat and clean. I will continue to recommend Landers to anyone I know.”
187936 S. McCallum
“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 company 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.”
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.!
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 18137
“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 Williams – 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 recommendation 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
“As always, the service completed by Dino was perfect. He is a true asset to your company….Everything was great…. Thanks,
S. Smith, Towson 186321
Ms. Ambrose called and wanted to let us know that we have great service and George was wonderful. She also wanted to thank everyone for such fast service.
M Ambrose 186954
“Jo Ann, thank you for the excellent customer service and fast response today. My thanks to Deanna as well.”
D. Felton 186938
“Dear Sir, I received your Customer Satisfaction Survey a few days after I made my purchase, via telephone, from Dean Landers. I decided to wait until the actual delivery and installation before making any comment , however, since why love the sale if things fall apart afterwards? I picked Landers, by the way, by paging through appliances in the local phone book until I found an ad that mentioned the brand I needed to replace (Jenn AIr) – in hopes the same counter opening would apply. When I called, I was talking to Dean Landers and he gets a 5 (completely satisfied) in all applicable categories. He described the products – plural, as I also needed a double wall oven and he used the measurements I gave him to pick the appliances that best fit the existing dimensions. He even told me the model numbers for the web sites, where I could visit and eyeball the products. I was a little leery about purchasing over the phone, but Mr. Landers was so thorough that any doubts were dispelled.
Within a few days a girl named JoAnn called me to propose a delivery date, which I found acceptable, and Alan and James arrived on the cited day – with JoAnn calling in advance to tell me they were on the way. A minimum of cutting was necessary and Dean Landers had already advised me how this would affect the installation price, so no surprises there.
They did the job with dispatch and when the appliances were turned on, the Jenn Air fan clanked. Alan advised me that a technician would have to look at that. I thought “Oh boy”, but before Alan’s truck was at the end of the driveway, JoAnn caked to say the technician would be here “tomorrow morning”. Next morning, again, she called in advance to say the technician was on his way. George arrived, took a close look, and noted that at the factory the fan somehow was put just a tad too close to the shroud. He moved it back that tad and all was fine. I’m very pleased with my new appliances, and the next day I even worked up the nerve to use the Jenn AIr – you know how it is; you hate to fiddle with something brand new and beautiful.
Today I’ll be using the oven. All in all, my experience with Landers Appliance was most pleasant. Dean Landers was especially helpful-but since he’s the boss. I guess he can’t pat himself on the back. Maybe this note will make up for that. Sincerely Yours. J H Wolff”
J H Wolff 186623
Ms. Lindeman had Joey out to service her dryer and said that even though he seemed to young to be servicing appliances he surprised her with his skill. She said he was very polite and through and explained why her dryer did not have a heating element because it was gas and then after testing different things he explained why it needed a new ignitor. She said he replaced it and was very neat which she appreciated. She said she will not hesitate to use us again and would feel comfortable with Joey as the tech.
Ms. Lindeman 183936
Dryer Vent Wizard Recognizes Appliance Repair Companies for Efforts in Keeping Homeowners Safe and Reducing Energy Usage The top 11 participants identified 195 homeowners with potential safety hazards and areas where they could reduce energy consumption (EMAILWIRE.COM, August 12, 2008 ) Warren, MI – Dayn Benson, VP of Corporate Development for Dryer Vent Wizard (DVW), Dry Clothes, Safe Homes, recognized 11 appliance repair companies nationwide for their efforts in keeping consumers safe from dryer fires and reducing energy consumption with the Dryer Vent Safety Advocate Award. As part of a national contest sponsored by DVW that ran from April 1st through June 30th , 2008, the award recognizes the appliance repair companies who created the most consumer awareness of dryer vent safety and energy savings with a free meal once a month for an entire year.
“When consumers find their dryer taking more than one cycle to dry a load, they assume it’s mechanical when the real problem is lint accumulation in the dryer vent causing the dryer to work inefficiently and become susceptible to a dryer fire,” says Dayn Benson, VP of Corporate Development for Dryer Vent Wizard. The winner of the contest is County Wide Appliance Service in Syracuse, New York who identified the most dryer vent safety hazards and partnered with John Stevenson of Dryer Vent Wizard Upstate New York from April through June to address them. Jim Ours, General Manager of County Wide and has worked there since 1968. “Our customers appreciate the specialty in his expertise especially helping us make our customer aware of safety issues in the laundry room. In addition, our technicians can focus on the technical aspects of dryer repair instead of venting,” says Ours. The top 11contest participants identified 195 homeowners with potential safety hazards and areas to reduce energy consumption. Contest Honorable Mentions are as follows:
Same Day Service in Woburn, Massachusetts
Andy’s Appliance Repair in Wake Forest, North Carolina
Advanced Appliance Services in Gastonia, North Carolina
Betty’s Maytag in Virginia
AAA Appliance in West Palm Beach, Florida
Judd & Black Service Center in the Seattle area
ServiceCare in Birmingham, Alabama
JS Appliance in Miller Place, New York
Landers Appliance in Baltimore, Maryland
Bill & Rod’s in Southeast Michigan
According to the U.S. Fire Administration there are an average of 15,000 dryer fires in the U.S. with an approximate $88 million in property, damage 15 deaths and 400 injuries annually. “Failure to clean” was cited as the leading factor contributing to clothes dryer fires in residential buildings. Similar reports by the Consumer Product Safety Commission, (CPSC), confirm annual maintenance of dryers and dryer vents as a home safety issue lacking consumer awareness. Dryer Vent Wizard, Dry Clothes, Safe Homes is a national franchise company under the management of AFS Group of Companies in Warren, MI. For more information call 866-498-SAFE866-498-SAFE. Website: http://www.dryerventwizard.com
Dryer Vent Wizard Recognizes Landers Appliance
Received via e-mail 8/22/08 I gave all your survey questions a “5.” Comments: The service manager returned my call the same day I left a message on his voice mail. He was very helpful, giving me information I needed in order to make a wise decision about whether or not it was worth having my machine repaired, based on its age. He was able to tell me what he thought was wrong, based on my description of the “symptoms,” and what the repair would cost. I felt very comfortable asking for a serviceman to come to give me an estimate, because I knew what to expect and the approximate cost. And he was able to come the next day. Yes, I would definitely recommend you to my friends. I found you in the Severna Park phone book yellow pages.
L Haller 187988
E-Mail From: Diane Proctor Sent: Tuesday, November 18, 2008 4:02 PM To: Dean Landers Subject: Your note
Dear Dean Landers, I want to tell you how impressed I am that you wrote a personal note to me, which arrived today. What a great treat and surprise to hear from management after filling out a business survey form! Thank you for taking the time to respond to a customer and explain the pricing of the recent parts and service call. You can be sure you have a happier customer now and positive reference for all future work!
Dear Ms. Proctor, Thank you for your time, your thoughtfulness and your business! I really do appreciate it! Have a great day! Dean Landers
D Proctor 190419
“Dean, Dave was out at Mrs. Mctear house today and she said he did a wonderful job and she just wanted me to let you know.”
Deana – Customer Service Rep M Mctear 188428
I write to thank your Shirley, Tim and Scott for their attitude and professionalism in obtaining the needed part for our somewhat obsolete Caloric Range and installing same the next working day. My wife and I will take every step to strongly recommend your firm to our friends and neighbors for their appliances repair/installation work. Thank you very much.
B Fallon Ellicott City 18899
Mrs. Duty called and wanted to let you know what a wonderful young man George is . He was very nice and she also stated they are up in years and most people talk down to them for that reason but George was not like that at all and she will use our service again and wants George as their service tech and I have made note of this in the computer.
195870 Jo Ann Mrs. Duty
“My 20 year old Sears dryer stopped in mid cycle and I needed it repaired. I avoided calling Sears becuase I assumed a lengthy wait for service. I checked the yellow pages and your name stood out. The repair was timely, courteous and completed quickly. Your technician impressed me most afvorably. I will certainly call you again as needed.”
Mr H Grabau of Woodbine 199065
“Sir, A note of thanks to you and your exceptional technician, JoJo for repairing our problematic refrigerator/freezer over the past several months. JoJo’s repeated visits and trouble shooting fixed our ongoing issues. He was always pleasant and professional and we truly appreciate the services that you have provided. Again. Out thanks. The Burns”
Burns Family – Baltimore 205018
“Finally someone who was polite, friendly and knowledgeable about their work and business!”
R Banks of Annapolis 204899
“George came, he started immediately – we knew he was good when he told us (at my questioning) he’d been with youir company for 15 years! We’re very glad we called Landers – Thank you! As you may be able to tell, we are Completely Satisfied – we’ll definitely recommend your company whenever we can to our friends.”
B Dill of Fallston 205277
“Dean, Mr. Trimp called and wanted me to relay a message; he said he had a wonderful experience with the company. He thought Scott was a true professional and a very nice man. Mr. Trimp also wanted you to know that you have a customer for life.”
Mr Trimp of Catonsville 206286
Mrs. Dellamea called and we had a ten minute conversation about how wonderful Dave was. She told me that he was extremely impressed with his knowledge of the machine, he came in and knew how old it was what was wrong with it in no time. He was courteous from the second he walked through the door (offering to put on booties) until he left. She was most impressed that he wasn’t worried about making money for himself but he had her best interest in mind. He suggested what to look at when shopping for new appliances. Mrs. D said that Dave definitely deserves a pat on the back. Because of Dave she will make the thirty minute drive from Bel Air to buy new appliances from us and she will recommend us to everyone. She also said everyone she spoke to was very helpful and you run a very good company.
Mrs Dellamea of Forest Hill 206500
“The lady that answered our call when we called to get our washer fixed was very nice and helpful. The gentleman (Steven) who repaired our washer was also nice and knew what to do to fix our washer.”
G. BARNHART BALTIMORE 207334
“Joey was excellent! Knowledgable, friendly, thorough. Top-notched customer service!”
R. Jackson Towson 206772
“I am so happy to have found your company! You are so much nicer and efficient then the other companies that I have hired before. Thank you and your technician”
George. V. Moore Annapolis 207381
“Your technician (Scott) has fixed my refrigerator and now my washer, both times very quickly and professionally. If anything else gives us trouble we’d like to get him to fix it. Outstanding work!”
J. Yancey Ellicott City 206753
“JoJo knows my 20 year old Sub Zero refrigerator and takes good care of it. We have been using your company for years. Thank you.”
A. Doorey, Baltimore 206486
“Amy who answered the phone was especially helpful. I would recommend your company to anyone. I will call you first whenever I need appliance repairs. Thank you!”