Lee Supply Carmel: Plumbing, HVAC, & Appliances

I'm giving two stars because we had a very positive experience with Ben Yoder while buying a sink and faucets. Unfortunately, our experience with the appliance department was very negative. We had a negative experience working with Sherry Jones to buy a new Wolf rangetop and vent hood. She was disorganized and lacked follow through. Her technical team came onsite to size the appliances and did not realize the hood was ductless. Fortunately I realized her proposed equipment would not work before ordering. Sherry failed to mention that a price increase happened and that our quote would increase in price after it expired. When I told her I was seeking a quote from her competitor she stated, 'that's business.' Against my better judgment, we tried to place an order with her this week over the phone. She did not have the quote ready and tried to take the credit card info without verifying the total. The total she gave me was higher than the quote she emailed the previous day. Sherry forgot to adjust the price on her quote to account for the price increase that happened a month before. Upon realizing this fact, Sherry did not take ownership of the quote mistake. Instead she blamed me (I told you verbally) and she blamed her tool. I reiterated that I had a valid quote in hand from her that I used to compare against her competition. I told her I expected her to work with her manager to find a way to honor the price. Sherry finally agreed to speak with her manager and get back with me the following day. Sherry never followed up with me. I placed an order with Grand Appliances yesterday and saved about 10% on my order while buying comparable quality brands (Wolf and Vent-a-Hood). The buying experience with Grand was night and day.

Several years ago we renovated our kitchen and replaced all of our appliances, which we purchased at Lee. The staff was knowledgeable and helpful, making sure that everything was on schedule, no small feat as we had several contractors working to wrap things up. That alone would have earned five stars, but I am writing this to comment on the experience I had yesterday while trying to resolve a minor issue with our dishwasher. Jeanne answered my call. She was friendly and reassuring, and then promptly followed up with more than I had asked for but information that will allow me to address this and any future issues I could have on my warranties. This is the treatment I would hope to get if I walked in to make a purchase, but not what one often finds four years later. This is why we chose Lee Supply and why we will choose them again in the future.

Called for pricing on some faucet rough-in parts. Decent price so I drove over to pick it up and was charged approximately 20% more. I told her that wasn’t the price I was quoted and she said without a care that she didn’t know what I was talking about and just depends on who types up your ticket. Offered no help to figure it out and had a “sorry about your luck” attitude. It takes very little effort most of the time to have decent customer service, but it seems it was too much to ask today. I will not be back.