Factory Appliance Service

UPDATE: We didn’t end up getting our washer fixed. The customer service was just as bad. The only decent thing about this company is that the techs were polite. That is the ONLY good thing. After about a week of waiting we had no answers and had to constantly call. The only thing we were told after the visit to re diagnose our washer (with the same issue) was that it was submitted to the parts manager. It took them a week. After that we decided to just call the warranty company who decided our Machine wasn’t repairable. Horrible experience. Only reason we used this company is because we had too per our warranty. Wish I used someone else. This is the second time we’ve had to use this company for our washer and this experience is just as horrible as the last. It is near impossible to get into contact with anyone. Our washer has been broken since the last week of December and here we are… one wrong part and a misdiagnosis almost the end of January. And they have a 3rd tech coming out to RE-DIAGNOSE the washer again. I beyond frustrated with this company. Every time we call, when we FINALLY manage to get ahold of someone, we cannot get any answers on the status of our repair. We tried to figure out if the correct part had been ordered or if they were only sending a technician out for the next visit.. but no answer on that. Keep in mind it’s been almost a month without our washer in the middle of winter. It was just as long on the last visit too. Hopefully we can actually get some answers by the end of January.

This company shouldn't have a truck on the road. I've been dealing with a warranty issue and lack of communication to say the very least since January 3rd. First technician that came out verified he would be sure the part needed would be ordered the day he diagnosed the issue. The following Monday, it took over 10-12 tries for someone to even pick up the phone to verify if the part was ordered. They confirmed it was ordered but it would take 3-7 business days to receive part. Day 9 of waiting, I get a text message saying the part is in and they would like to schedule for a technician to come out. 2 days later, technician comes and says he has the wrong part and will expedite the correct one. I call, again, to see how long the correct part will take to get in, no one answers the phone unless you crazy call. A lady finally picked up and had no information because technician hadn't updated his notes on his iPad per her wording so there was "nothing she could do." I asked to speak with manager and she sent me to the parts managers voicemail. My husband was home at the time of repair, I get home and find that my washer had been scratched horribly by the technician. I sent a text since this seems to be the only way they communicate and they said they would "expedite this to management." Lack of communication and poor quality service is an understatement and the issue is still not resolved. I can't imagine if I were a paying customer and had to deal with the nightmare I've experienced. Stear clear of this company, I know I will after this experience. Will update once or if I ever hear back.

I do not recommend this firm. After three weeks and two service calls, our refrigerator/ freezer still does not work after over $700.00 in parts and labor charges. Our refrigerator/ freezer stopped working and was leaking water via the ice maker hose. This firm has yet to fix the refrigerator / freezer (freezer temperature is 53 degrees F 24 hours after their “repair”) and the service person simply left the ice maker hose on our counter, e.g. “install it yourself”. And to add insult, the hose he left us to install is 6 feet to short. And as the photograph shows, the repair person didn’t even place the refrigerator/freezer back into our cabinetry. I highly recommend finding a more reputable firm.