Gray''s Appliance

I have been dealing with Grays Appliance for decades. Yesterday our Maytag washing machine purchased in 1988, Model A112, had an issue which made it dysfunctional. I called them for a service call. I spoke with a woman named Amy. It was to be $199 for the service call plus any additional parts, etc. Due to the age of the machine she wanted to reach out to the department which would service the product to see whether or not the machine should be serviced or if it made more sense to purchase a new one. After a half hour of waiting I called back and she connected me with a service technician. Through his guidance I removed the front panel of the washing machine, tipped it back, and checked the pulley on the water pump by attempting to turn it left and right. It would not turn. He then told me that the water pumps were no longer available to purchase for replacement as they were discontinued. I trusted in his assessment and place an order for a new Maytag washing machine. After doing a search on causes of this condition with the water pump I took the drain hose off of the pump. There was a small ankle sock that had got carried through the drain hose and was clogging the pump. After removing this the machine operated fine. Additionally, I performed a search for this replacement part if needed and found plenty of matches on Amazon with a cost of $22.00. I also found that the motor is also available. Today I called and cancelled the order, which was around $750.00. They wanted to know the reason for the cancellation. I explained it to them and they had no excuses for this. Everything they told me was a lie about parts not being available if they did need to be replaced. This is inexcusable and all they cared about was making a new sale. Here is what I found on a single Google search that helped me resolve the issue: “If it turns hard or binds: The pump bearing is likely shot and will require a full replacement of the water pump.If it is completely locked in place: Remove the pump's hoses to check if a small article of clothing (like a sock) or debris is lodged inside the impeller.” It was completely locked in place and there was a sock inside the impeller.

I purchase a brand new Kenmore dishwasher, 8 weeks ago. It worked fine on one setting, key one setting. I used a different setting. It leaked out from the bottom of the island, from and back and another time through the front. We were told it needed a new pump. Newly installed pump this week and was told “good to go” and it didn’t matter what setting we put it on it would be fine. This morning I put it on Express, it leaked again. My concern is it’s also damaging my wood floors, expand and buckle, mold and mildew could grow, damage the cellar ceiling . Called spoke to customer service and we booked another appointment for service to come a third time next week. I called to speak to the sales person to call me back this morning;(Greys can look who’s my sales person is).I was told he was with someone, that was 4 hours ago, still waiting to hear from him. So here’s my thoughts. 1. I was sold a defective product. 2. The original plumber who installed missed something. 3. The service specialist needs to take the time and find the root cause. Here’s the thing, I have done business with Greys in the past and they have been amazing, but unfortunately this time around one word comes to mind- DISAPPOINTING! Petrece. Update!! Hello, I’d like to thank Dennis and Jeff for their outstanding service. The experience was impeccable from start to finish. My service representative not only called he listened to the issue, but also brought the issue to the owners’ attention. Although my appointment was originally scheduled for the following this Thursday , Jeff, one of the co-owners, kindly moved it up. Upon inspection, this Saturday he discovered a small crack in the back of the dishwasher, immediately contacted Dennis, and by Tuesday- yesterday, they had installed a brand-new unit. Truly exceptional customer service! Thank you!! Petrece

I won't shop anywhere else for appliances. I first came across Gray's when looking for a fridge. We have an old house with steep stairs and narrow doorways. To make sure our fridge would fit, they sent someone out to measure our entryways, free of charge. The day of the delivery was extremely smooth and they were able to take out the old fridge and put the new fridge in very quickly. We next got a dryer from them as our old one had stopped working. They were super easy to work with. Dan helped me pick out the right dryer for our house. And we ended up even having the same delivery people come again. Finally we ordered a stove from them after our stove died. Howie was super helpful with allowing us to compare options. He also recommended an absolutely fantastic plumber as we had a gas range and we needed someone to disconnect and reconnect the stove. What I really appreciate about them is that every item they recommend is the exact item I find as the most recommended option after hours of perusing Reddit posts and reviews and doing research. Will they do charge for delivery and haul away I will say it is highly worth it. They are very careful to make sure that they don't damage your walls or floor. They are quick and efficient and always prepared. To me the quality and service you get from makes it worthwhile compared to a big box store which may be marginally cheaper but way worse quality.

We had an excellent experience with our first purchase at Gray's last week. We were in need of a new dishwasher, and Dan was great at pointing us in the right direction. He gave us a short list of his top recommendations, and was so helpful highlighting the differences that might matter most to us. He was not pushy at all - it felt more like being helped by a friend than a salesperson. Not only was the entire transaction quick and painless, Dan also recommended a plumber for install, and we had our new machine in our home 5 days after purchase. This was our first major appliance purchase for our current home in Melrose, and we'll surely be returning for Gray's for our future needs.

We took advantage of an end of November sale and purchased a Maytag dryer. Gray’s price was the same as a big box store. We purchased the unit on Monday and it was delivered Thursday morning. Howie, our salesman, was great. The two movers were total pros. From haul away to installation took ten minutes. Highly recommend! And don’t forgot to always tip your movers. These fellows work hard!