Appliance Connection

TL:DR They charged us $100 dollars for a missed appointment because the technician did not call me AS INSTRUCTED when they arrived. I called to explain the situation and try to get them to waive the fee. They refused. Give your business to another appliance repair company! Appliance Connection’s service and accounting department are unreasonable. Here was my situation: My refrigerator / ice maker was leaking water into the bottom of my freezer causing a sheet of ice to form over time. Eventually, the ice sheet would build up and water was dumping onto my kitchen floor. A ticket was opened with Appliance Connection to repair the refrigerator. They told me to empty out my refrigerator and unplug it for 24 hours. This was in the middle of Covid 19 lockdown. Our refrigerator and freezer were completely stocked because we were working from home and not going anywhere due to the pandemic. So, we bought ice and put half of our stuff in ice chests and the rest of the food we gave to friends. An appointment date is set. You know how it is, they give you an enormous time window. For context, I work in sales. I close my home office door because my roommate is also working from home. I’m on the phone talking to prospects. My cell phone was in front of me for the entire time window. So, I tell the dispatcher, “I’m working from home. Please have the technician text or call me when they arrive at my house.” So, the day of the appointment, the technician calls me. At 11:29, they tell me they will be there in 30 minutes. 30 minutes go by...I hear nothing. They don’t call or text. At 12:02, I walk out to my front door. A note was on the door: “ Appliance Connection 7/16 11:45 AM We came by after our conversation. Knocked 3 times no answer. “ I called the number back. No answer. I called repeatly at 12:06 PM, 12:07 PM, and 1:16 PM. No answer to any of my calls. I called Appliance Connection. The dispatcher told me the technician knocked and no one answered. I told the dispatcher: “I was in a call, and had asked the technician to call or text me when they arrived.” I TOLD THE TECHNICIAN TO CALL OR TEXT ME. The technician knocked on the door and left a note. My roommate called to schedule another appointment, they said they couldn’t come back until next week. I had to raise **** to get them to send a technician to my house the next day to fix my refrigerator, and to their credit, they did. Nevertheless, they charged us $100 for the “missed appointment” and they refused to waive the “missed appointment” fee. I used to be the Assistant General Manager / Bookkeeper at Stewart’s Aire Serv in Shreveport, LA. When I helped run an HVAC service department, do you know how many “missed appointment” fees I waived because it was the technician’s fault? A ton. I wrote off a ton of ~$100 “appointment fees”. Do you want to know why? I valued my customers. Appliance Connection’s refusal to waive the fee is proof of how much they value their customers. If they are unwilling to waive an appointment fee, can you imagine what would happen if you actually had a serious problem? Appliance Connection’s accounting, service department, and management are completely unprofessional. They don’t care about their customers and you must give them **** to get anything done. Give your business to another repair company. Don’t waste your money or time on Appliance Connection.

Work was well done and timely. Very professional.

This is our second call with them. Answer first ring, schedule immediately. Service call is waived when service is performed.

Went well. They were quick to come out to take a look and diagnose the issue. However I did have to call then to get the quote as they forgot to contact me back. Once we had the quote ans set up the work they were very prompt.

unknown

unknown

unknown

unknown

We called late on Thursday evening, they returned the call on Friday with scheduled service on Monday from 2pm to 7pm.  The service window is large, but if you are within easy driving distance of your house they'll call 20 minutes before so you can meet them. <br /> Service was quite professional and friendly and the technician was knowledgeable and proficient. <br /> Due to the age of our dryer they didn't have the parts for the machine.  But they ordered them and came out Thursday to finish the repair. <br />

They did very well, we have called them back for other work. Their product is really good, they are prompt and they know what they are doing. We are very happy with the explanation he gave and when he realized he needed another person he did not charge us. The price for the service call was very reasonable.

unknown

Tim Jr called about 30 minutes ahead to confirm I was home; just as he has done in the past. He came out with the part(s) I ordered. He went to work right away and finished promptly. He was polite and well-spoken. I did not keep track of the amount of time it took him, but he was extremely efficient. The original service call for $92.02 (includes tax) was deducted from the new price. The company tells you upfront that the service call fee is applied to repairs, should you choose to have them fix the problem. We have used this company over the years when we need appliance help. I would highly recommend. Tim Jr was out last (September, 9/13)  when the button on my microwave broke. I have found them to be a reliable source to call on when our appliances need service. They are pleasant on the phone and are accommodating with scheduling. Also should mention, the company was able to come out sooner than Friday, March 21, my schedule didn't allow until Friday. <br />

We were given a five hour repair window of 2pm to 7pm. The technician arrived at 2:30 pm and completed the repair in 30 min.

They worked with me to come out when I could get off work.  Dependable and on time.  Explained in simple detail what was wrong and provided an onsite quote.  Told me they had the parts and fixed it on the spot.  Will definitely use them again.  Big fan!!!! <br />

Determined the hard wire electrical connection under dishwasher was not secure. Tim was professional and eager to find solution to problem. We will use again. <br />

They serviced the area they showed up very quick and they knew what they were doing. I have not had any trouble with my dryer since.

It was a great experience.  All of our frozen food in the freezer of our outdoor refrigerator thawed and melted so they came out right away.   They replaced the thermostat and the refrigerator started working properly.  However, within a week the freezer side of the refrigerator would not freeze again.  They came out right away and found that the fan motor had worn out.  They replaced it and did not charge me anything.  Love this company! <br />

Overall the service was professional and courteous. Seemed a little on the pricey side. I was given a five hour service window, which felt a little long to me, but the service was performed within that window.

Overall it went very well. My only complaint is that when I called to schedule the work, I had asked for a new drain hose for the washer and a new exhaust tube/pipe for the dryer, even calling back with the serial #s and models of each appliance. However, when the technician arrived he didn't have either with him, and didn't seem to know that was what I'd requested done. He recommended looking up the parts on Sears' website and ordering them from there since they are pretty easy to replace yourself, so in that respect it probably saved us a bit of money on labor costs. <br /> Despite the communication mix-up I would definitely use these guys again. They are friendly, professional, prompt, and their prices are reasonable.

Excellent - see above.  

They are reasonable, prompt and courteous. They are just great people to deal with.

They are one of our vendors with our company.  They are very responsive.  When we turn in a service request to them they are very quick to take care of it.  None of our tenants have ever complained about them.

I have been extremely satisfied. They were prompt, came out quickly, and when they said they would. They performed excellent work. It seems to be a family owned business. I would recommend their services.

Overall, the experience has been good. Normally, they’re prompt and courteous with the tenants. They’re also reasonably-priced.

Tim was very professional, diagnosed problem, and completed the repair quickly. It ended up costing me 50 dollars more than quoted.