My family has enjoyed vacationing on the Vineyard for many, many years and finally last year we built our Vineyard dream house. This was a pleasurable experience and we took the advice of the builder and utilized every on-Island company and service available to us. We were happy to contribute to the local economy. Unfortunately, that included Crane Appliance. We received personal reassurance from Bob Crane that purchasing appliances and televisions on the Island would come with superior and prompt service through Crane Appliance. He proudly stated the fact that they stand by their products. Well, not even nine months into our ownership we began experiencing problems with multiple appliances and the smart TV he sold to us through our builder. Multiple service visits were carried out and each time they assured us the products were fine. However, two months after the refrigerator was evaluated by Crane and declared as “fine,” we had a major flood from a faulty water dispenser. The damage was catastrophic and in excess of $72,000. Our one-year-old home now needs to be completely renovated. We are indebted to Tashmoo Insurance with respect to their rapid response and thorough evaluation of the damage.

Further discussion with Crane Appliance was less then satisfactory and, in fact, resulted in vague answers, denial and lack of responsibility for the faulty product. They decided they would fix the defective part and refused to replace the refrigerator. The parts were supposed to be saved for evaluation by the insurance company and the parts disappeared. Bob Crane then stated he cannot replace any of the products he sells and by contract can only repair them. He then went on to leave repair bills in excess of $800. Our beautiful home was completely destroyed and he simply continued to bill in the usual fashion. Worse, instead of aiding us in the process, he offered to send the appropriate paperwork to us so that we may request replacement from Frigidaire. He was callous, dismissive and cold. This is not the reputation of the majority of businessmen and women on the Island and I think it is important that Crane Appliance learn from the wonderful small business owners on the Island. He needs to contribute to the wonderful reputation of these business owners rather then damage the reputation through his dishonest business practices and misrepresentation. I only hope this may help to prevent the same unfortunate events from destroying the next Island customer’s dreams.

Dr. Joseph F. Renzulli 2nd
Providence, R.I.