Sutton & Son Appliances

This company failed to notify me of the $100 charge just to come out and look at my machine. They came outside the window they said they would (they called on the day to confirm) so I missed them, I lost half a day of work and an autistic tenant relayed the info to me. Then they explained once I called the company about the phantom service call that the part would not be available for a few weeks. So I had to go with another company that could fix my machine as I rely on the dryer for my business. If they had told me up front about the fee and the tech had arrived so I could actually speak to the person I would feel like I got my moneys worth. In addition the only option they gave me to pay was credit card??? I won't be recommending them to anyone. Be clear and up front about timelines and costs.

I was pleased with Sutton and Son's service. I was told what day the tech was coming, and, I would receive a phone call prior to 9:00am that day to give me a two hour time window as to when he would arrive. This is exactly what happened.
Steve diagnosed the D.O.A. problem (new Frigidaire washing machine delivered "dead on arrival"). Steve ordered the required electronic parts, notified me when they arrived and installed the parts the next day. Our machine is now alive. This was warranty work, Frigidaire recommended Sutton and Son as one of their 3 go-to repair companies in the Oakville area.

THE WORST CUSTOMER SERVICE I have ever experienced. 3 times the same issue was 'worked on' by SUTTON and SONS and 3 different misdiagnosis. In top of that 3 panels were installed on my stove and the owner blames the manufacturer. I called this company to fix this issue and they were paid in full. THE PROBLEM IS THE SAME. Instead of blaming the customer and the manufaturer, look at your service and your troubleshooting. I also have some advice regarding your attitude, learn how to talk with people and realize that your customers keep you in business. Insulting them and challenging them on the phone due to a problem that you are not capable of fixing is because of yohr shortcomings not ours. Your company was called to fix a oven. That is all that I wanted and paid for...TWICE! Maybe that is why Sutton and Sons has a rating below 70% on satisfaction and reviews. I had this 'company' come to my home 3+times. They misdiagnosed the problem on my oven panel and I paid in full. When the problem continued they came up again and replaced the same part. Then again...same issue within days. This time they said it wasn't the panel after all. So the new charge was $300+
I asked them why am I paying twice for the same problem? The owners answer was either pay for the new part or buy a new stove!!! Once again I paid. And once again we have the same problem. The owner Steve who I spome with on the phone could only brag about how many service calls he has booked with clients and how this problem was fixed by his company. I asked him to stand behind his reputation and service and all I got was rude attitude. Will never deal with a company lime this again. Stay away from this company SUTTON AND SONS if you value your money and do not want to be frustrated by poor service and terrible diagnostic on your appliances.

Suttons helped me over the phone before sending out the repair person next morning to fix my gas stove that would not heat. When they arrived next day (on time), the tech was very prepared because they spent time with me on the phone, which made for a faster service call. They replaced my ignitor quickly and the repair guy was very helpful and polite. I felt the need to leave this review because it is rare to find good businesses to spend time with customers and offer a good price. I would recommend this company.

I had called Sutton and sons after finding my washer had stopped mid cycle and full of water. I was convinced (by Google) that I needed a drain pump. After speaking with the person on the phone they indicated that it was most likely a lid switch (Google failed me). After looking up the lid switch told me they had it in stock. I went in to pick up the part and the gentleman serving me at the counter even went as far to say if I'm having trouble installing give them a call. I got home was able to install with no issue and washer works beautiful. Thank you Sutton and Son Appliances!!!

Told me I needed a motor and control board, turned out to be a $16 dollar part. Told me they stock everything, and to come down.
Drove there, was met with hostile, passive aggressive and combative personalities.

They should be able to troubleshoot problems better, and if you can't, don't start with the two most expensive parts on the dryer.

Not professional or friendly, just the opposite.

My recommendation to potential customers would be to look elsewhere.

My recommendation to Sutton and Sons - change careers, something you will be happy doing, because clearly you are miserable there.

At first I was not happy with their service because of misunderstanding ,then I talked with the owner(Steve) , he explained their term and policy for me and made me happy.

The control panel/clock on our stove was breaking lose and falling into the appliance. We called the manufacturer, who referred us to Sutton and Son. I had great customer service from the time I called them. They knew what the problem was without coming, ordered the part and scheduled an appointment to come later the same week. On the appointed day, I got a call in the morning to provide a time frame. They arrived on time, completed the repair and all the paperwork quickly, professionally and without making any mess! A very pleasant experience! Thank you!

I had done a self clean on my stove just before a big dinner party I was planning. When the self clean was done I could not get the door open. I was in somewhat of a panic when I called Sutton & Son. I described the situation and they suggested that I may need to just reset my breaker. I did that and was able to open the door with no problem. They had also taken the model & serial number of my stove and looked up the handle to order it if it was needed. Thank you for the friendly, courteous help. I will definitely call them if I need appliance service. They also said that right before a big event is not the best time to do a self clean as with the high temperatures involved with a self clean, if something is ready to break, it will break then. Good advice to have.

I called Suttons and spoke to one of the employees about a problem with our gas stove.
The Employee (Shane) diagnosed the problem over the phone and setup service to fix it.
Suttons called in the morning and gave me a time frame that service would arrive at my house.
The Technician was very polite and explained exactly why the oven wasn't working and replaced the part within 20 minutes or so.
I was very happy with the service they provided and would highly recommend them.
I have had many services in my home over the years and have had to deal with broken promises and miserable employees.
Suttons was a breath of fresh air.