M & M Appliance Sales and Service

This is a service/​repair review: They are such nice people. Great customer service, friendly and helpful and they arrive on time and are always pleasant. Problem is, they couldn’t fix my Bosch range and Whirlpool fridge. Also, it is a problem for me that the fridge repair man barely spoke a word of English and wouldn’t allow me to speak with their office when he was here to get translation. I thought it was a reasonable request and a way for us to work together. At any rate, their repairs didn’t last and I am waiting for another company to come and redo.

Disclaimer: This review is only for the service center response after a service appointment for M & M Appliance.
I recently had an overall great technician come out to make repairs to a gas range that was under warranty from Frigidaire. After the repairs were made, the technician put the unit back together, and left. He did not use a gas detector or any product to ensure that the gas was hooked up and everything was operating properly before leaving. After that, I was out of my unit for approximately 6 hours at work. When I arrived home, I smelled gas in my apartment, and immediately called M & M to report the problem. They were already closed for the day, with no emergency instruction or prompt, so I proceeded to call Washington Gas, as I live in a condo building with 24 other units and was very concerned about the safety of myself and my fellow residents.
Washington Gas came out within 15 minutes and reported that in fact there was a gas leak coming from my gas range that had been unplugged and serviced that day, and took the steps shut off my gas and prevent what could have been a very dangerous situation. The following morning I called M&M to alert them of the problem and request that someone come out as soon as possible to correct the problem, and they couldn’t have been less concerned. The service center staff informed me that their technician was ill and had been hospitalized (which is awful and I completely understood), and then informed me that there was not a single other technician that could come out to address the problem. Period. No attempt to resolve the situation, no concern that there was a potential dangerous gas leak in a condo that was caused by their staff, just stated that there was one technician left who was overbooked and would not be able to come out. As a major servicing company in the DC area, I 1) can not imagine that there are only two technicians on staff to service the entire DC Metro area 2) thought that this company would be more concerned with customer care and satisfaction. If this was a problem that was not imperative, I would understand, but a gas leak in a condo unit is very dangerous and something they should have made every attempt to address and resolve.
I would suggest looking elsewhere for a smaller company that is more concerned with customer satisfaction and safety, because M&M obviously does not consider this to be a priority.

Terrible experience trying to order three new appliances for a kitchen in DC.
We were given excuses why the delivery was delayed, (weeks) and then our emails/​call were ignored until we called in on a sales line (as if an new customer).
After I told them to cancel the order they said they *could* deliver to match HD’s delivery date.
I ended up going on Home Depot’s site and ordering the same exact appliances for $ 200 less to be delivered within 4 days.
I have used them before — but never again. Lost my trust.

M&M is fantastic.
Many months ago (was it late 2014?) we had a problem with the Thermador oven (great product and owned it for years) that we purchased from a well-​known locally-​based appliance store in Bethesda, with other locations in the area. We had service from this company and felt ripped off as they actually once charged us separate «trip fees,» per company policy, for fixing two different appliances at the same time. Their service was also subpar, besides the ripoff.
Therefore, we tried M&M and they did a phenomenal job — not only fixing the problem, but showing us in detail what the problem was in a non-​condescending manner. They are honest, their office is very organized, and the quality of the technicians is A++.

I found M & M appliances after a couple false starts with other appliance companies — With M & M I found a team, just for me, and I found the best, customized service imaginable.
Germaine looked at my list of requirements for a new refrigerator. Size was a big problem. Reliability another. Germaine identified additional considerations to consider. And then he found me a refrigerator I love, was under my budget, and that looks wonderful, too.
And, then I met Joe, whom I have renamed Joe Can Do It. Another company had told me No way would my old refrigerator fit through the door of the kitchen. Joe said, No problem, and he did it. Another company said the cutout for the old refrigerator couldn’t be shaved ¼″. Joe said, No problem, and he did it.
M&M turned a frustrating event — when my refrigerator died — into a really wonderful experience.

We know what we wanted (brand/​model of washing machine). They gave us a great price, and had it delivered and installed in short order. Couldn’t be happier.

M&M helped with the harrowing experience of replacing a stackable washer and dryer. There were a few hiccups along the way, but over all, this process went as smoothly as possible.
After pricing out several stackable w/​d options, M&M had the most competitive price and helpful sales associates. Sandy informed me that I could have my closet measured to guarantee the appliances I purchased would fit in advance, which I did (if you have it pre-​measured and it doesn’t fit, you’re not subject to the 20% restocking fee. They charge a price for the measurement, but waive it if you purchase your appliances through M&M).
While I was initially told my appliances would arrive on Monday, I was informed on the Friday before that the truck was overfull and that I wouldn’t be able to receive them until the following Thursday. This was frustrating, but they made up for it accordingly.
Today, Joe came to install my washer/​dryer and he really went above and beyond. First, it looked like the pan I purchased separately wouldn’t fit with the pipe. Joe said I’d need to have a plumber come out, but he was able to fix the pipe on the spot so it fit. This saved us a big headache. He also personally cleaned out the lint and dust that collected behind the old washer/​dryer, and even waited for me to put a load in the laundry to make sure it worked and that I understood how to use the appliance. His service was exemplary.

We purchased a terrific German fridge from M&M in 2009 that always gave us fits making ice. Thanks to Mike, Tammi and Daisy M&M got us a new ice maker in 2015! Great customer service! We always loved the fridge and now we like the ice maker too!

Made a call to order some Thermador appliances. Spoke with Chris and he was professional and got our products ordered quickly. He also set up a delivery at a time we wanted. Although there was a glitch in some paperwork so one of the items wasn’t delivered, we set a time for the missing item and it was delivered as promised. The techs were efficient and pleasant. They don’t do any significant modifications to assure proper fit so make sure you measurements are accurate. That said, removed the old appliances (and that service was part of the price vs other local Thermador dealers) and left the place clean. Would use them again without hesitation!

DO NOT BUY FROM THESE PEOPLE!!! We have been waiting for 4 months to get our refrigerator repaired– which we purchased 4 months ago– and they have done NOTHING to repair the damaged product that they sold us or taken ANY steps to remedy the problem. Worst customer service of any appliance store. BUYER BEWARE!!!

The last time we bought an appliance, we went to a big chain, and it was TERRIBLE. First Sears, then Best Buy — the people you buy the appliance from have no connection to the people installing it, it’s always a different division, so there’s no accountability, and they keep transferring you from one to the other in an endless Kafka-​esque loop.
This time, we vowed to buy local, and it made all the difference. I knew the dishwasher I wanted when I called, and they guy on the phone did not try to sell me something more expensive. It was quick and easy, and a good price. Installation had one small snag — they showed up at 730am instead of late morning, so nobody was there to meet them. But. .. they rescheduled easily and they refunded me my $ 89 installation fee (their idea — I didn’t even ask). Everything has been quick and responsive. Will definitely use M&M again.

For the most part, the customer service is great as you can always get someone on the phone and they are usually helpful, especially if you talk to Mike who is the owner. Also, they sell appliances for a very reasonable price.
I inquired about a dishwasher more than 2 months ago and spoke to the owner Mike. At that time, I asked if he would match the prices of Home Depot’s 4^th of July sale and he agreed with no issues. However, even with the great price I decided to still shop around and one thing led to another and I didn’t purchase any dishwasher.
Anyway, after I got some more time, I started to look again for a dishwasher and this was well over 2 months since my first inquiry and Mike remembered me and still gave me the same 4^th of July deal despite there not being any current deals at other big box retailers. He honored the price he quoted me and said that it wouldn’t be a problem.
Unfortunately, I’m deducting a star due to their delivery service. The first appointment I was scheduled, they didn’t show up at all. When I called them, they told me they had to reschedule due to an emergency, which is fine, but it would have been nice to tell me this before my appointment time had already passed. So, basically I had wasted half the day waiting for them.
After I rescheduled for another day, they missed their appointment window again. I called the delivery department several times before (a day earlier and the day of), hoping it wouldn’t happen a 2^nd time, and they assured me they were coming, but they sure didn’t come during my allotted window time. After I spoke to someone on the phone that my window had passed, they told me the person delivering would be late. I told the delivery department that I couldn’t stay past 2 hours after my scheduled delivery window since I had already set another appointment, but that didn’t seem to help much. Eventually, I spoke to Mike (the owner) and he was helpful as usual, telling me they would come in 30 minutes, which they did.
In the end, the installer was very capable and did a great job, but I couldn’t give them the full 5 stars considering the missed appointments.
Overall, it wasn’t a bad experience, but it took some intervention from Mike to get things moving along. Their prices are on par with the big box retailers and the delivery/​installation charges are also similar. Also, it’s easy to reach someone by phone who is usually helpful, but they do need to work on their delivery schedules.

The customer service was phenomenal — I had to exchange a dehumidifier and they were extremely helpful. The owner himself dropped what he was doing to greet and assist me. While waiting for the replacement to be brought out I walked around the show room and was impressed by the selection of appliances. They seem to pack a large selection in their unassuming building. I’m glad to know companies like this are in the city and highly recommend this company in particular. M &M Appliance — great service.

These guys are absolutely worth the trek it takes to get there. I had been having an absolutely hellish experience trying to get an AC that would fit my big window but not blow my fuse box. I took my problem to them and they found me an AC that would work, and fit, and not break the bank. They will install it themselves and come out and fix it themselves if it doesn’t work. They were courteous and committed to solving my problem — and even gave me a box for free for my old AC and also gave me a deal on my installation. I’m definitely going back to them when I need to replace other appliances in my house.

I have now purchased three appliances from M and M. I’m very satisfied with their service, prices and ease in dealing with them on purchase, delivery and returns. Much better than impersonal service from «big box» stores.

What started as the dishwasher from hell turned into a good customer service story. Mike Greenwald, the owner, gave us a lot of help in choosing the right dishwasher for us, a fairly high end Bosch model (replacing a Miele that had failed after more than a decade). Unfortunately the unit we received was defective. Mike had two different teams come to (try to) repair it, and then send the Bosch people. They also failed and wanted another month to schedule a new appointment. At that point Mike stepped in and got us a new unit pronto. Which works great. He was friendly and helpful throughout a debacle that was not his own making — I wish he’d cut it off one visit sooner, but he did the right thing and we’re happy to recommend him and his shop.

This is a story of why I love small, local, family owned businesses.
I had a bad experience with M&M, and posted a negative review. I got a call from one of the owners of the company — Mike Greenwald — in response to my review. He not only listened to my concerns, discussed a clear plan to address the issues I had encountered and a generous offer to win back my loyalty and make up for the inconvenience.
This illustrates why small businesses are better. I can’t imagine receiving a personal call (from the owner no less) from a big box retailer or huge chain.

Terrific transaction, I am well pleased with M & M. I knew what I wanted when I went into the store… you know, the store that I have passed a thousand times and not noticed? I had made a purchase from a big box store and decided to go low end with the idea if upgrading later. The washing machine was delivered, and it looked good until the delivery people left and I opened the machine. Ohmigosh, I had no idea how low end low-​end can get. I had done the research online and having seen all the complaints about all new machines, I thought, go inexpensive and get a real plumber to take his time and snake the stand line. The hoses on his thing were a joke, brittle like on a cheap car vacuum. Sent it back to the store with my apologies… never buy something as important without viewing it. I would never have made the purchase, the agitator looked like it wanted to tear the clothes up! More research brought me to Speed Queen. M &M distributes Speed Queen and while they did not have the model on the floor, a Speed Queen that was similar convinced me this was it. Reviews said that SQ does not have the automatic locking device people so dislike. I’ve found that it is exceptionally quiet and really fast, blissfully fast and thorough. Maynard was the salesman, he was great, made sure that I got an early appointment. M & M charges for setup, which is separate from the appliance, but was worth it, they came when they said. Nice to know this place is in the neighborhood, they have a nice showroom that should be seen. Quality is worth its price… learned that yet again.
03/18/2013…now several months into Speed Queen washer, I love this thing. It is great at cleaning the clothes, it is exceptionally quiet and fast. There are so many water level settings that you never feel guilty running a small load… the smallest setting is like using a five gallon bucket for hand washables, I’ve never had a machine with so much water level accuracy, and it’s blissfully fast. The stainless steel tub has lots of holes, it’s why the clothes get so clean, I’m sure. Thanks to M & M, you are to be commended for carrying Speed Queen. I have owned ten or more, mostly used, but new Maytag, GE and Kenmore… None of them could touch Speed Queen… best purchase I’ve made in a long time.

M&M came highly recommended when I needed a new washer/​dryer. I chose to give them my business because I was attracted to the idea of shopping locally and having a single point of contact for both purchase and installation. In reality, their service has been very disappointing.
Installation date #1: M&M shows up and cracks my drip pan in removing the old machines. They claimed that they weren’t at fault in doing so and said they couldn’t help me get a replacement of that size. In the subsequent week (from across the country), I manage to facilitate the purchase of a new pan.
Installation date #2: M&M shows up and says, «Oh, we can’t install the new machines because you need a new electrical outlet.» (Thanks guy, that information would have been really helpful LAST week.)
Installation date #3: This is still pending because the electrician who came a few days ago to install the outlet needs to make a second trip this coming week. That is because M&M said that I needed 120V, when in actuality I need 240V.
I am hugely disappointed in M&M, particularly because this seems like a company of nice folks who tend to do better by their customers. Gary is indeed quite knowledgeable and easy to reach, which made the buying process easy. But at this point, all I have to show for the experience is a big debit in my bank account and still no new machines.

the things you learn as a home owner…
like ovens come in all kinds of shapes, sizes, and fits, and that there is no universal one-​size-​fits-​all size, where you can go to just about any retail outlet and pick up any brand of oven that you so desire.
that’s what we found out when our old oven started not doing things that it was supposed to do — like cook food in the oven. we looked into the idea of getting it repaired, but when we did a cost-​benefit analysis — it just made sense to buy a new range altogether.
enter the hard part (and not the good kind of hard) — our range had to be a drop in electric range (unless we wanted to redo our kitchen as well).
enter the even harder part — there are very few brands that make the size of drop in ranges that we needed.
enter the even more harder part — the only two brick and mortar store that carried the electric range that we were in need of were Sears and Lowe’s and even their selection of choices were limited.
trolling around the interwebz with assiduous probing, i came upon the perfect range for our kitchen that my wife picked out. but where to get this range? we could order it off the interwebz, but then that would mean hiring someone else to install it. what to do?
enter M & M Appliance. i clicked on their website and discovered that they have many brands of drop in ranges in our size.
soon thereafter, we took a trip to their showroom on Blair Rd.
i feel the need to veer off in a tangent for a moment and share the old adage that is usually intended for the inexperienced woman — you don’t judge the size of the balloon until its blown up.
there’s not much on Blair Rd. in fact, the only way to find M & M Appliance is by descrying the yellow awning jutting out from the nondescript brick building stuck amidst a residential neighborhood. do not be fooled or turned away by tenebrous feelings by the exterior of their building. once you enter the door — a spacious showroom is revealed.
M & M has an abundance of dishwashers, microwaves, refrigerators, washing machines, dryers, and the object of our specific need — a drop in electric range. we knew the exact brand and model that we wanted. they had it and then some. we made the order. a few weeks later, they delivered and installed the drop in range… and it worked. they also removed and took the old oven.
so why the 3 stars?
the service was great when we purchased the oven, but not so great after the purchase was made. i never received a confirmation call and had to call them in order to get the status of the oven. once the oven was installed, my wife had a couple of questions about the oven and the exchange that took place between my wife and the employee at the other end of the line can not be reprinted on Unilocal due to violation of the TOS and would possibly land me in prison in many countries around the world. i’m just glad that no one got hurt.
minus those experiences, M & M might have received 5 stars…
well, that and the fact that i can’t ever get rid of that nagging feeling that i have been ripped off in some small way whenever i buy a big ticket item.