A Step Above Appliance Repair

It's a good LONG but sweet story so here it goes. Our cooktop stopped working. I called A Step Above Appliance and when they came they discovered that the control panel was not working. They ordered a part but were sent the incorrect one. At that point my husband said let's just buy a new one. The research for that project was lengthy and frustrating to say the least. Nothing was like ours. Many had knobs which we didn't have and were from $900 to$1799. Then I began to think! A step above appliance never got the opportunity to bring the correct parts that were needed. So I made the decision to give them a chance to get the correct part. Today they came with the correct part and changed it and now after about 5 weeks we have a cooktop in full working order at the low price of $310.60. I sat and cried for a while, thanking the Lord for his assistance and giving me wisdom. I'm sure this sounds pretty quirky to most people but I'm just thankful.

We had a refrigerator water dispenser problem and called A Step Above for the first time. The dispatcher lady was courteous and thorough and immediately arranged an appointment. Tim came at the appointment time and was very professional and careful to check all details and even called the manufacturer to check a part’s electrical requirements. The cause of the problem was pinpointed quickly though he had to order the needed replacement part. This required a second appointment for the part replacement a couple of days later, but there was no service call charge for the second visit. We are completely satisfied by this experience. Recommended highly.

I am disappointed with my experience with A Step Above. I contacted them due to a leak from a front loading washing machine that appeared to be coming from the bottom of the door seal. The area was not leaking when the first technician inspected the unit, so options were presented that included waiting versus replacing the door seal. I appreciated that both options were presented, and went with a replacement of the door seal given that this was thought to be the most likely cause of the leak. Replacing the door seal fixed the leak, but we quickly noticed that the door did not seem to close well, the trim was misaligned on the front of the unit, and a new steady drip of water/detergent had developed where the door seal meets the outlet from the detergent dispenser. The initial report on the door not closing well and misaligned trim were dismissed as due to the new door seal being stiff. We asked A Step Above to return to evaluate the new drop as this problem developed immediately after the replacement of the door seal. The technician returned, but refused to acknowledge that there was any chance that the issue had anything to do with the door seal replacement. He insisted that the solenoid valve must have failed and this was the source of the dripping water. I indicated that this seemed very coincidental, and that I was concerned something could have inadvertently happened during the recent repair. This caused the technician to become visibly displeased with me, so I told him we could part ways and I would find another company to evaluate and repair. He insisted that he would replace the solenoid valve at no charge. I appreciated this, and arrangements were made for a different technician to return to replace the solenoid valve. A second technician came today to replace the valve to stop the drip. He indicated that the valve was replaced and everything was in working order. After he left, I discovered that there was still water dripping from where the water outlet meets the door seal. This confirmed it was not a failed solenoid valve, and I continue to have the problem that developed immediately following the initial repair. I contacted the second technician and received a similar suggestion that more parts or different parts must be failing and that it could not possibly be related to the door seal replacement. They offered to return and charge me for additional diagnostics, and I declined. I indicated my frustration and disappointment with my experience. I should have opted to take a wait and see approach and avoided this interaction all together.

A Step Above is awesome! Our 11-year-old washer started acting weird. I submitted an online request for an appointment with A Step Above. Scheduling was super easy. Drew arrived when he said he would (called beforehand), was super friendly, and even though I was terrible at explaining the issues I was noticing, Drew quickly identified the problem. He was honest with us that just replacing the washer (instead of having him fix it) would save us money in the long run. We so appreciated this! It's so refreshing to feel like someone's being honest with you even when they could totally get more money out of you otherwise. We opted for the repairs (instead of replacing the washer) - in part because we now feel like we can trust Drew with anything that comes up with the old washer in the future! Parts had to be ordered, but everything was really quick -- Ashley was super helpful with scheduling, and Drew was back in no time. He repaired the washer in under an hour, made sure I understood what he did and what to look out for. We haven't had an issue since! He also made sure to show us our itemized bill and explain everything, and was kind enough to tell us to write a check instead of paying credit card fees by paying online. He also cleaned up any mess related to his being here, and made sure to close the gate so that our dog wouldn't get out when he left. I would highly, highly recommend Drew and A Step Above for appliance repair. Just reasonably priced, hassle-free, high-quality work and nice folks. Thank you so much!