Lane Equipment Company - Houston, Texas

Jeff Haas

This is by far the most unscrupulous company I’ve evert dealt with. They charged me $355 before ever scheduling a service call on my ice machine and sent a technician on the wrong day. They absolutely refuse to communicate with you forcing you to call them only to talk to someone who has no clue about your service. I wouldn’t walk away from these people, I’d run. There are too many alternates to find companies with employees who actually want and appreciate your business. I’ve honestly never dealt with anyone who is remotely this bad and refused to make any attempt to deliver a positive customer experience.

Ali Noorwani

I understand they are a big company but they have the worst customer service possible. You can never find a person to take the responsibility. Best part yet you can never get the manager on the phone.

Luis Blas

I was driving on the road on hardy tollway and this van was driving erratically and cut me off the road almost hitting my vehicle and causing an accident.

Train your drivers better as they are the image of your company...

I have license plate and picture of driver if the company is interested

Ken Li

To LANE EQUIPMENT management
Thank you for your reply and attention.
You mentioned at the beginning of your reply that “customer service is your top priority.”
I don't agree with this, it looks like someone on your team doesn't standing on your company motto "Customer service is your yop priority"!

You mentioned that "you always strive to treat your clients with the highest respect".
I don't agree with this point, the most lacking between your service department and customers is basic courtesy and respect!

When I called on 11/14/22 to request a service , your accounting told me there are outstanding invoices that have not been paid and the system will not allow take a service call. At that time, I explained that I did not receive the invoice , and I did not know why I did not receive it! But I believe invoice have sent . as to why I did not receive it, I believe you are also very strange! So I told you accounting help me schedule an appointment first, and when your technicians arrive at my restaurant, I will pay the outstanding invoice and your technicians will provide new appointment services after receiving the checks. I was rejected ! In the communication with your with accounting I have not see the tenet of "customer service is your top priority" as you advocate! Your accounting lack respect and the ability to handle issues! After difficult communication she ended up turning the call over to customer service.

I was transferred to your appointment service department, and I briefly stated the appointment request again. At the same time, I complained to her about lack of analysis and inaccuracy in handling issues in the accounting department. customer service department Alisis didn't listen to my opinion but tolerated accounting mistakes, and Alisis didn't stand with you in advocating "customer service is your top priority"! Alisis not show her respect tone , I told her angrily at that time , not to laugh at your customers. I told her that your professional quality is very bad. Is this what you advocate "always strive to treat your customers with the higher respect?"

You mentioned in your reply that I didn't mention anything about not getting an invoice. I disagree with this. Your accounting department and service department did not tell you the truth about my communication with them at that time. It is dishonest of your staff not to tell the truth

I was telling her "uneducated" at the time. Do you think highly educated people don't understand basic respect and courtesy? Will you laugh at customers when communicating with them? Does your service department know how to communicate with customers on the phone?

You mentioned in your reply, "derogation" and "we expect the same courtesy from you" and I totally agree with that。 I also mentioned that "respect must built on both parties “.

You guys are winners when you mention at the end of your reply that "cooler heads always prevail". Your service department is also so calm that you don’t know how to think and analyze. Whether the customer does not pay the invoice, defaults, or the invoice you sent is lost. Aren’t these basic analysis skills included in your training program?

288 Callpod

They really take advantage of being the only authorized service provider for Taylor refrigerators in Houston. They are rude and inattentive to their customers. They are disorganized and can never tell you when a technician will be at your place of business. We have used them several times and each time they act like they don’t have our information. This makes me want to switch to a different brand for our future locations.

Gabe

I have used them several times for repairs. They take care of the problem but their communication is bad. Unfortunately this is the only Taylor approved company in Houston.

1) Don't expect to be greeted right away when you drop off and pick up.

2) Parts for the repair are slow to be ordered and take a week or longer to arrive if not in stock.

3) Repair dept. is not very friendly.

silas fulsom

All they care about is bottom dollar. They have no ethics or etiquette that is considered customer facing except for the receptionist who laughed when I mentioned the salespersons name like it’s a common issue.

Call Third Coast ice machines for a real customer facing experience!

Aleia Edwards

Sometimes they're nice most times they're rude. I've been waiting for a repair for a couple of months now and sometimes I call to check up on things and I'm just not on the waiting list anymore. They also have the company under cod but the other stores aren't set up that way no matter how many times I explain to them.