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Andy's Appliance Repair

5612 S 49th St # A, Lincoln, Nebraska, United States, 68516-2522

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Andy's Appliance Repair Reviews (%countItem)

I think I was duped into an $812.60 charge for a clogged hose, and drain on my freezer. During the first diagnostic visit I was questioning the hose being clogged, because I had researched google on the ice build up in the bottom of freezer, and that is what it led me to. The tech checked his computer and said they were having issues with the main board, and he believed that to be the problem, we had that expensive repair made, about a week later. Then had to call back for the same issue the following week. Tech returned, and this time I was told the defrost thermostat was broken, all the while me asking about a clogged hose again, he assured me again it was the defrost thermostat, so we had that replaced. I then called the manager a few days later I'm still having the same issue, It took a few calls before I finally talked to Dan the manager. He assured me he trusted his technicians over my google search after I became heated about the costs, and still not fixed, so I allowed a different tech from there to see if it could be taken care of, without charge. Tech snaked out hose poured water into drain, and you could hear it open, and drain. This hose fix would have been about $22 plus labor cost. We ended final total of $812.60. I have written a few times to my disappointment to see if something could be refunded, but no response, and I am doubtful I will hear from them.

Andy's Appliance Repair Response • Jul 31, 2019

The diagnosis was more complicated than a plugged drain hose but thank you for your efforts referencing Google. There were multiple problems with this refrigerator including ice buildup in bottom of freezer, door dispenser leaking water and door not closing properly
The technician replaced main board and dispenser chute assembly. Labor and parts were estimated and approved by customer.
Still having unresolved issues and necessary to make return visit and continue to peel the onion that included replacing the rusty back panel / evap cover and replaced thermostat that was also damaged. In an effort to resolve the issues fairly and quickly we made all additional repairs with no additional labor and parts at cost. The customer approved.
Finally, the drain pan was found to be dented / damaged in such a way as to inhibit the water inside from fully draining. Technician made some adjustments to the pan that allowed all water to flow as intended. Problems fully resolved and working properly.
As you can see, Mrs., this was a more complicated set of issues than just a plugged hose. We ran into some unexpected damage to the refrigerator as we worked our way through the problems and solutions. I suspect this damage may have occurred when this unit was either being moved or installed into your kitchen.
Kind Regards

Customer Response • Jul 31, 2019

The issue was the ice build up in the bottom of the freezer. The door didn't close properly because when your tech took the door off it wasn't put back on properly. The drain pan was bent by your tech, because he said he wanted to bend it so it sloped more. The rusty back panel was never seen, and the plastic cover that went over that panel to cover vents was never put back on because your tech thought it was keeping the door from closing, which was never a problem before your visit. We never even spoke about the plastic ice shoot until the tech said he thought air was possibly getting to upper ice maker, which had absolutely nothing to do with the bottom ice build up, and your tech said so. You are grasping by saying it was possibly damaged putting it in, well sir it sat there without any issues for seven years, after NFM installed it new. You were insulted when I told you I had googled the problem before ever calling you out for repair. I questioned each and every time about the clogged hose and drain, and the final visit by a totally different tech that actually fixed the problem, was snaking that drain hose, and pouring water in the drain. I even had my son take time off work to be here because I did not trust what was happening with these service calls. A $22 fix, I did not have to pay. You received two large payments for service which ended up costing $812.60, one charge for $568.80, and the second for $148.57. I would never recommend you for service to anyone. I know I will never see any return of my money, but I just don't want to see anyone else fall for poor service. If I could have given zero stars I would have. Kind Regards

Had fridge repaired, covered under warranty by , still ended up paying almost $***
I had Andys come service my *** fridge that at the time was less than 2 years old. (this was 10 months ago) *** told me that they would cover it 100%. (all parts and all labor) Andy's informed me that *** wouldn't cover all of the labor and it would be my responsibility. I didn't know any better and I have a large family and needed a fridge so I paid almost $*** and *** ended up paying them $*** something. (I have the receipt to submit if necessary) So Andy's got paid $*** for a job that they told me was going to take all day and ended up only taking 2 hours!!!!!!!!! I let it go because like I said, I needed a fridge....until it stopped cooling again 10 months later!! I called *** again. This time they sent out a different repair company. As they were leaving they reassured me that I wouldn't owe anything for these repairs. My response was "well I hope it isn't like last time because I was told it wouldn't be any charge to me and ended up paying almost $***!" The serviceman then told me "oh *** covers all of the parts and labor, you shouldn't have been charged anything to have it fixed" That's when I realized Andy's took both my money and *** money!! All I'm asking is to be reimbursed because had I gone with the second repair company I wouldn't be out any money!!!!!!!!!! I can't believe I was blind sided by these people!! If they can't do warranty work then they shouldn't agree to it! I will never recommend them to anyone!

Desired Outcome

I just want the money that I paid for this warranty repair.

Andy's Appliance Repair Response • May 14, 2019

This repair is from ***. I must go from the notes in our system as it nearly a year ago. Technician traveled to your home to make the diagnosis on *** to diagnose the problem which was determined to be a leaking sealed system causing a no cool.
Once diagnosis was made the notes indicate that there were multiple conversations between you and our customer service folks regarding timing and cost of the repair. They let you know that there would be a portion of the labor that you would be responsible for as this is a sealed system repair. In your complaint letter you said this, "Andy's informed me that *** wouldn't cover all of the labor and it would be my responsibility."
Manufacturer to cover parts and partial labor which was communicated to you a second time. Customer agreed to the partial labor charge and asked us to make the repairs. The technician returned to your home a 2nd time, to make the approved repair on or about ***. Technician was there at approximately 4 hours 15 minutes. Technician replaced compressor, evaporator and filter drier. Charged system. When the technician left the unit was charged and holding pressure and verified frost pattern before completing the job. Customer was told that the unit could take up to 48 hours to make a full cycle and resume cooling.

I shouldn't have to pay for service that was not performed and lied to, twice, that the service requested was done.
Service date: ***
Washer, ***, ***
Payment: $*** paid with credit card

Washer repair service I requested was explained over the phone and again written out before the technician arrived. Service requested was to remove the stuck tub from the basket in the washer to inspect for clothes trapped under the tub, a common problem. Because I don't have the equipment to do so, I requested the service. I suspected this problem as it happened two other occurrences that I managed on my own, and wanted to rule it out.
In discussing with the technician over the phone while he was at my house and I was at work, he told me he took out the tub and found no clothes stuck. I was suspicious he had done this because his diagnosis of the problem came 5 minutes after he arrived per my wife. I explained I could not remove the tub because it was stuck, he explained usage of hydraulic jack to unstick it. I then asked him again if he removed the tub and he said yes again, and went on to explain the bearings need to be replaced. Upon coming home and speaking with my wife she told me he did nothing and just diagnosed the problem based on the sound we described we heard. I asked her if he took the tub out and she said no, he did nothing, just asked about the sound. He directly lied to me over the phone after discussing the service I requested and the "service he supposedly did".
I called to report and discuss with Andy's Appliance manager who then called the technician directly, ***, and the tech confirmed he did NOT remove the tub. I requested my service fee back since the service I requested was not performed and even worse I was lied to, twice, as to the service being rendered. The manager explained he would not refund the service call fee because he trusts his technician's diagnosis. I went on to explain the issue isn't what he thinks the problem is, it's that the service I requested was not performed, and upon asking twice he explained to me he did do it. When the manager asked him he said NO, he did not perform the service I requested. Therefore, I feel I shouldn't have to pay for service not done and instead lied to that it was done.

Desired Outcome

I am looking for full refund for services requested were not performed at all.

Andy's Appliance Repair Response • Jun 18, 2018

This is ridiculous. Customer's story is inaccurate and inflammatory.

I will happily grant your request for service fee and had you asked nicely, would have done that anyway. Don't call us for service again.
Have a great day!

Customer Response • Jun 21, 2018

(The consumer indicated he/she ACCEPTED the response from the business.)
Andy's Appliance Repair, Inc. refunded me my payment for service they claimed performed but did not do. If their customer service and technicians were more truthful, an initial complaint to Revdex.com would have been avoided. Good luck to those choose their service.

We have used Andy's Appliance Repair (Omaha location) for two recent appliance repairs. They were great! A technician arrived in a timely manner and charges were very reasonable. I have personally recommended Andy's at my workplace's bulletin board (300+ employees) and will definitely use them again.

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Address: 5612 S 49th St # A, Lincoln, Nebraska, United States, 68516-2522

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