Builders Source Appliance Gallery

The company has great customer service. They went above and beyond to help us get the appliances we wanted. I highly recommend them.

An Extraordinary Example of Management Failure

The attached images include a Request for Proposal for a complete Wolf and Sub-Zero kitchen appliance package.

After submitting the RFP to Builder Source, I received no response for approximately one month. I then called and left a message for the sales team. That call was never returned. I subsequently emailed the sales team with a second request for a proposal and, once again, received no response.

I sent the same RFP to two other Wolf and Sub-Zero dealers. Representatives from both companies responded enthusiastically, discussed the project with me, and promptly prepared proposals. One of those proposals is also attached, with certain information redacted.

Another commercial client of Builder Source even attempted to intervene on my behalf. That client spoke directly with a member of the sales team, yet a proposal still was not produced.

This experience represents far more than one missed sale. It is an extraordinary example of management failure.

I deliberately do not identify or criticize the individual salespeople involved. In my view, this is fundamentally a leadership and systems problem. Effective management creates accountability, supervises follow-up, provides employees with appropriate sales and customer-relationship technology, establishes clear responsibility for incoming opportunities, and gives salespeople meaningful incentives to close business.

Based on my experience, those basic disciplines were either absent or ineffective.

Eventually, I obtained a proposal from a Builder Source salesperson in New Mexico. However, the proposal was not competitive. I asked that a sales manager review it to determine whether any additional savings could be offered. I never received a response, and Builder Source lost the opportunity to compete for the business.

I ultimately purchased a nearly identical appliance package elsewhere. The only meaningful change was that the final package consisted entirely of Wolf and Sub-Zero products. My savings were approximately **$3,500**.

The takeaway is simple: consumers have numerous options for purchasing Wolf and Sub-Zero appliances, both within and outside the El Paso region. Save yourself time by researching multiple dealers and working with businesses that are responsive, organized, and genuinely interested in earning your business.

Large Wolf and Sub-Zero packages may also qualify for manufacturer rebates, package incentives, or dealer discounts, so buyers should obtain and carefully compare multiple proposals.

This was my personal experience with Builder Source. Yours may differ, but mine was characterized by repeated non-responses, inadequate follow-through, and a lost opportunity that should have been entirely preventable.

**Buyer beware.**

Salesman Tony was attentive to my Viking oven size concern since my viking gallery oven had stopped working and no longer available. He quickly researched availability of the replacement model and we ordered it that afternoon. He was personable and very informative on the oven order. I ordered it that afternoon. Thanks to Tony for his professional service in handling this order. Recommend this appliance store for any specialty appliance .