Guaranteed Appliances and Repair - Asheville

I ordered a part for my washer and was told I'd receive a call once it arrived. No one ever called. Since the store is within walking distance from my house, I stopped by to check on the ETA. No one could tell me what happened, but they said they reordered the part. Again, no one called. I had to follow up myself, and once again, no one had any idea what was going on. I finally told them to forget it. Both times I went in, there were 5–6 employees just standing around, yawning, staring at their phones, and talking about how bored they were. The lack of interest was obvious the moment I walked in. It’s hard to expect good service when the staff clearly doesn’t want to be there.

I’ve used Guaranteed Appliance both personally and professionally for years. I manage six rental properties in Asheville—each rented by the room—so appliances get a lot of wear and tear. Guaranteed was always my go-to. Even when issues came up, they made it right. That track record is what made me trust them with my own home appliances. Unfortunately, that trust was broken. I bought a washing machine from them, and when it arrived, it was dirty and already showing rust. My wife cleaned it up, and we hoped it would work fine. After about a month, the spin cycle stopped working. We went on a month-long trip and I contacted Guaranteed when we returned. That’s when I was told the warranty had expired—by just 20 days. I explained that I’ve been a loyal customer for years and asked if they could do anything to help. The only offer? $20 off the service fee, with full price on parts and labor. To make matters worse, the issue isn’t a small repair—the entire tub has rusted out and broken off from the top. It’s just sitting there, completely detached. It’s not fixable. What stings the most isn’t just the broken machine—it’s that Guaranteed didn’t blink an eye at losing a long-time customer. I expected better. Sadly, I won’t be calling them again.