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Appliance 911 Rating
Description: Appliances - Small - Service & Repair
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Description: Appliances - Small - Service & Repair
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Consumer’s BEWARE! This company is not what it seems. Sure, they are endorsed by a couple of celebrities, which I’m sure are always top on their priority list, but not the average Joe. We had some refrigerator issues and turned to the internet to find a good, trustworthy and reliable company to turn to for help. This WAS NOT the company to turn to. We made a service appointment, which the service person did show up on time. While sliding the refrigerator out, he totally scratched up our hardwood floors. He was very apologetic and said he would be sure to turn this over to his boss (Justin) for repair. After damaging our floors, and a few taps with a screwdriver on the compressor, we were told we needed a new compressor on a 2-year-old refrigerator. Not only were our hard wood floors now torn up, we paid for a service call and were looking at around a $1,000 to replace a 2-year-old compressor. After numerous attempts to contact Justin regarding our scratched up hard wood floors and the repair of our refrigerator, he finally returned our phone call. Willing to work with him on our floors, Justin stated he would get the floors taken care of for us.
The part for the refrigerator was supposedly ordered on a Thursday and Justin stated it should be here on the following Monday for installation. Monday came and went with no response from anyone with Appliance 911. After numerous attempts to contact anyone with Appliance 911, Justin finally decided to call us back stating the part never came in and should be on the truck on Wednesday. Again, Wednesday came and went with no response from anyone with Appliance 911. Good luck getting a hold of anyone with this company. There is a thing called routing numbers, which tell you when something will be arriving, just an FYI Justin. By this time, we were without a refrigerator for a week and needed to get it fixed soon. Only getting broken promises and excuses on why the part wasn’t getting here, we made the decision to look elsewhere for a more reliable, trustworthy company. Speaking to Justin and telling him we were going to look elsewhere but still needed to get our floors repaired, his true colors shined. He was rude and had nothing but excuses on why he couldn’t fulfill his job requirement. As far as our floors were concerned, he wanted no part of it. When asked for his insurance companies name so we could get our floors repaired, he declined to give the name of his insurance company and told us they would be in contact with us. We have heard nothing……
After turning to another company for help, their service person came out and had a different diagnosis of our refrigerator. The service person advised a small component was out and didn’t understand how one could diagnose the compressor being bad without first replacing this component. Component was replaced and what do you know, the compressor wasn’t bad after all. Instead of around $1,000 with Appliance 911, it only cost us around $200. What a scam Appliance 911 was running with us.
We have made numerous attempts to contact Justin to get our floors repaired with no avail. He is not a man of his word and runs from his responsibilities. If you are looking for a company that is trustworthy, reliable and has integrity, please look elsewhere, this is not the company you want working for you in a time of need.
Absolutely the best experience Ive had with a service company between Carol in the office making it easy to Matt and Lex coming out on a Saturday with the part I need and talked to me about how to extend the life of the machine. I couldn't be happier will tell everyone I know!! Thanks again
I called Appliance 911 because our washer would not drain. It was under warranty but the warranty company would not fixed the problem. They said it was a clogged drain. I told them that. The repair man came out and spent 5 minutes and said it was the pump. When he came back to repair the washer he pilot in the new pump. It still had issues. So he cleaned the clog. It was full of tide tides. He told me to once a week washer with vinegar. We were charged with a new pump. Two weeks later two continue to have drain issues. I called them to come back out. The first appointment schedule the owner didn’t schedule with the repairman. I scheduled again for 2/16 and after an hour after the appointment I called. I received a return call half hour later. He told me it was too bad out to drive. I left the house 15 minutes later and the roads were clear. We scheduled for today. I heard nothing all day. I called st 5. He returned my call 15 minutes later. He told me he was in an accident. When I said that he has given me nothing but excuses and started telling me how they didn’t have to come and look at my washer. Like I should be honored. This is a shameful way of treating a military family.
I will honestly never forget this particular customer. On my technicians first trip out, he determined the washer needed a new pump, which it did. The pump she had was being overused and had stopped performing as it should. When he returned to install the pump, he also unclogged the drain. The reason I will not forget this particular customer is because when my technician went out that second time, he texted me while in the house with a picture of the customer's drain. In all honesty, it was disgusting. What Miss *** failed to mention was that the warranty company would not fix the problem because they had come out, taken one look at that drain, and refused to service her. The reason her drain continues to get clogged is because she washes dog beds in it without removing the dog feces. So, the washer runs with dog feces in it and continuously clogs the drain. I told my tech he did not have to service it because of the condition. This particular technician is one of my guys who always is wanting to help people. He spent over an hour unclogging the drain, which is more than double the normal time it should take. He had to stick his hand into the drain that was packed full of the washed dog feces. He only charged her the normal rate, along with a 10% military discount. He told her the reason for the problem and told her if she was going to continue doing that, it would help to run vinegar with every single cycle. Two weeks later, she called again. I called her back in half an hour because I wanted to talk to my service manager and the technician. The tech called her himself. He asked if she had continued washing the same dog beds, which she had. He asked if she had been running vinegar with every load. She told him she had done it twice. He agreed to go out ONE more time to look at the clog. We had a snow blizzard so the tech called her and asked to reschedule because of the weather. On the next trip out, her drain was in the exact same condition. Doing what her own warranty company wouldn't do, he took over an hour to clean it again and only charged her regular price (which I actually was unhappy about because of the amount of time and the conditions he had to work in). My service manager was going to go out so he could tell her that they would not be servicing it again. He was in an accident and when she called to check on the appointment she laid into him about how we had put her off time and time again, which was untrue. He did get a little testy with her because we were the only company she found that would touch this machine. He told her we would not have to keep going back out if she wouldn't keep washing it "with dog crap in it." She hung up on him. That was the last we had heard. Again, our 5 stars on Google and our A rating on Angie's List and Home Advisor show that my company strives to be a different kind of appliance repair company...one that gets to know our customers and tries to go the extra mile. We did everything possible to help her.Thank you for your time.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: 13392069
I am rejecting this response because:I dont have dog beds. So I don’t wash them in my washer. Second they were told that warranty company would not fix it because it was clogged. Third there was no military discount. They did not offer one. I seriously never told them that we are a military family. Fourth, when I had another company come out they said all my screws were loose including the drain pipe. Fifth Jaron told my husband we didn’t need a pump and told us to keep the original as a back up. They are full of lies.
Regards
I had called Appliance911 regarding my refrigerator. They came out and diagnosed the problem as a circuit board. They replaced it and said it was fixed. I called them back the next day when it did not fix the problem and the circuit board also caused my water tank to freeze up. When they came back out and while moving the refrigerator out a bit, they dropped a side panel on my refrigerator that cut a 6 inch gouge into my kitchen cabinet. They also did not put down anything to protect the floor while moving the refrigerator out and it dented the wooden floor.
They said the part they put in was bad so they put in another circuit board from a different supplier and used a hair dryer to defrost the frozen water tank that the previous bad board created and said it was now fixed. The next morning, I saw a huge pool of water around the refrigerator that warped and curled my recently refinished wood floor and all the food I had put in the refrigerator had to be thrown out as the second repair did not fix it either.
They did try to fix the gauge in the kitchen cabinet but the repair looks worse than it did before the repair. Additionally, they said they would turn the claim on the damaged floor into their insurance company but week after week, nothing seemed to be happening. I gave them one more week to correct the problem but they did not respond to my text to them. Worst contractor experience I have ever had.
Mr. did indeed have us out to his home. We replaced a part, which we found out later was faulty from the manufacturer. The part failed, not due to any lack of service or care on our part. We immediately came out the day he called only to discover that the manufacturer sent a part that was faulty. While moving the refrigerator out a few inches, like our technicians do day after day, a part from the top of the refrigerator that was not attached like it should have been, slid off and hit one of Mr. cabinets.The piece on top of the fridge is to be bolted down on his style of fridge and his had been taken off for some reason and not put back on correctly as it was simply laid on top of the fridge out of sight. He never mentioned anything about this piece to our technicians and so as they moved it away from the wall, the part slid right off. Even though this was completely not our fault, my service manager actually took the door home with him and, at our cost, had a carpenter work on it for two days.I was amazed he got it to look as great as he did.You could still see that there may have been something brushed against it, but the scratch was totally gone and, unless staring at it, it was not obvious at all. As soon as we returned the cabinet door, Mr. told us we now had to repair his flooring. The faulty piece had led to a slight leak and there was a small area of his floor right under the front part of the fridge that had warped a bit. I am going to estimate that the area was around 3" x 12." I would like to add that when we do work for a customer, they sign an invoice saying that we are not responsible for floors, fire, water damage, or food loss. It also states that he accepted the work that was done without complaint. Mr. sent us an estimate of over $4,000 which is outrageous considering the small area of the damage. My service manager DID respond, explaining we were not responsible for his flooring and that sometimes parts are just bad parts and we cannot predict that. He apologized that the floor had some warping but told him we would not be paying for that repair. We had bent over backwards for this customer even though he was completely rude and belligerent throughout the process. We offered to give him a full refund, even though we did repair his fridge. While I was out of town on a Sunday, he called and "demanded" we have someone out there immediately in regards to his fridge. We offered to be out there first thing in the morning and he said it could not wait. I asked one of my technicians, on his ONE day off, to drive the 45 minutes and look at the fridge. When my technician arrived, Mr. opened the door and said "I want a refund." My technician had taken an hour and a half of his Sunday when all Mr. wanted was to tell us he wanted a refund, which should have been done on the phone when he called. He was given a full refund regardless.My company has a 5 star rating on Google, an A rating on Angie's List and Home Advisor and was recently given the #1 spot for best appliance repair company in Kansas City. I pride myself on our customer service and, if you read the reviews by the 100 other people on Google, you will see that we strive to be the best in this area.I hope you find this letter helpful in understanding the situation better and the lengths my technicians and myself went to in order to service this customer.Thank you so much for your time,***, owner
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: 13393291
I am rejecting this response because:
There are many inaccuracies in the response from Appliance911 that I would like to correct.
1). They claim that 2 attempts to replace the bad circuit board part was not their fault when the part did not work. I disagree with that statement as they should have tested the part after replacing it to make sure it fixed the issue and they did not.
2). They claim they were not at fault for the part that they knocked off the refrigerator that damaged my kitchen cabinets. It fell due their carelessness while moving out the refrigerator and I expected more out of professionals. They stainless steel side clamps on the top of the refrigerator to hold it in place. The part is very heavy and would not having falling off if it were not for their carelessness. I also take exception to the repair work on the kitchen cabinet as it has a huge sanded area in the shape of a large oval now that does not match the rest of the cabinets plus the long gauge is still visible. I have pictures if needed.
3). The water damaged area they described is significantly larger than the 3" x 12" they mentioned. My floor had been recently refinished about a year and a half ago and the area around the refrigerator not has wood floor planks that have curled up. Not only that, but with the number of times they pulled out my refrigerator and pushed it back without putting down proper protection on the wood floor, I have multiple dented tracks from the whees as they pulled it out at different angles each time. I have pictures of this as well.
4). Regarding the waiver they mentioned, they did not have me sign anything until after the first attempt to repair it was completed and they did not point out or mention the waiver language on the paper they had me sign. I signed the paperwork because they stated they had fixed the refrigerator. It was the supplemental visits they made after that when all the damages to my cabinetry and flooring occurred.
5). The owner stated that the $4,000 estimate to fix the floor was outrageous. The agreement I had with Justin is that I would reach out to the company that recently refinished my floor to get an estimate and I was very open to Justin having someone he new to come out to do the same when he suggested that. After many followups with Justin to see when his person might come out, he said over multiple weeks that it would be "next week" although that never occurred. At no point did Justin or anyone else at Appliance911 tell me that they would not take responsibility for the damage to the floor as the owner mentioned in her response to this Revdex.com complaint.
6). I completely take exception to the owner's suggestion that I was rude and beligerent. In fact, it was quite the opposite. All my correspondence have only been with Justin and I don't even know who *** is. This repair started on November 30th and I have been nothing but patient over multiple months to get the repair done plus get the damages to my house resolved. In fact, I was called by Justin in the midst of these issues and he yelled at me because of a bad review they had received. They finally discovered that it was actually another dissatisfied customer that they were confusing with me that called them "unprofessional". In that conversation, they offered me a refund if I would change that review. I told him I didn't know what he was talking about and he insisted I did. I hadn't demanded a refund as Appliance911 stated. They were the ones that offered it to me. They claim they offered me a refund even though they repaired my refrigerator. They were never able to repair my refrigerator so I finally gave up and bought a new refrigerator because I could not go without one any longer.
7). Stating that I demanded someone to come back out the 3rd time was not accurate either. I was being courteous to let them come out and remove that bad part so they could get their money back on it as it would have been removed with the old refrigerator they very next day when my new one was delivered. Had I not done that, they would have been out the cost of the circuit board that was once again, a bad part.
8). It is clear to me that *** did not get an accurate story from the only person I worked with at her company which is Justin. He even stated to me that "this is the worst customer experience he had ever had or seen as long as he had been doing this work and was very sorry for the bad experience". It was clearly my worst experience ever working with a contractor.
Regards
Great company! They were prompt, friendly and professional he diagnosed my refrigerator issue in a few minutes and had the part on his truck.