Appliance Care Experts Reviews (%countItem)
Appliance Care Experts Rating
Address: 5027 E Julia St, Tucson, Arizona, United States, 85711-4323
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Appliance Care Experts are awesome! They saved me a home warranty service charge by telling me over the phone how to fix my refrigerator problem myself. I had a very hard time finding information online and in manual about problem that they explained in less than 5 minutes on phone. Problem fixed and no charge! So helpful and at no cost - great company!
Absolutely horrible customer service. This is a contractor used by American Home Shield. Never returns calls, extremely hard to get a hold off. Had to go thru AHS to get a hold of them. Over 2 weeks for a just a simple estimate. Do not use them!
I was forced to try to use Appliance Care Experts LLC for an oven repair, through 210 Home Warranty. They left me hanging for 3 weeks and never came through. I complained through 210 and hope that this company is not one that will be used by home warranty companies in the future.
This company is excellent. They fixed my dryer quickly after 2 other companies failed. They are honest. Another company wanted to charge me $100. but this company charged me nothing because the repair was so simple and quick. You can trust these people.I met them thru a home warrantee company and will continue to use their services services.
Repair was never completed
I placed a repair order for a replacement stove burner through my home warrantee company and paid the $75 detectable/fee. My repair was set up through Appliance Care Experts and a repair guy came out twice. He came once to look at my stove, and came a second time and realized he ordered the wrong parts. He told me that he was order the correct parts and be back in a week but never returned or repaired my stove. I left a message and received a phone call from the manager stating that the stove top was cracked and that is why the repair guy didn't repair my stove. The manager said he would talk to the home warrantee company and get back to me about coverage of the stove top. He never called me back and wont return my call. Not only am I out the $75 but I have been without the burner (the large one most used) all year.
Initial Business Response /(1000, 14, 2018/01/17) */
We sent a refund as requested by complainant. Check #1397 for 75.00$ was sent on December 27th, 2017. To this day it has not cleared our acct.
Sent via USPS and not returned as un-deliverable, our assumption is that her intent was not to resolve the issue, but simply to attempt to cause issue for our business. Having done what she asked of us, we have no intention of doing anything further.Its up to her if she wishes to cash the check sent to her.
Appliance Care Experts starts strong by working to make sure the appropriate parts are replaced and the appliance is serviced, but when it gets tough, they'll fail you. I have a home warranty program, which isn't easy for anyone to work with, but it's no excuse for the ACE to lie and take the easy way out. After the initial round of parts didn't fix my oven, ACE decided to bail on the recall notice (home warranty talk for a re-evaluation/re-repair) and lied to me about the process. Another company didn't need to come out (verified by home warranty company), ACE could have done the work if they were willing to invest the time and take care of the business they started. Instead, they're too worried about their replacement statistics with the home warranty company and forced me to use another contractor. They refused to submit a diagnostic report after I asked and the home warranty company asked twice. According to the home warranty company, this is very unusual. Kind of makes you wonder why... To top it off, *** hung up on me the last time we spoke because I wasn't happy with his decision to quit. He blamed me for using the oven wrong and lied about what the home warranty company said. *** failed to call me back after this. In his notice to the home warranty company, his statement was inaccurate and incomplete - to suite his needs. Luckily, there are still honest people in Tucson who came out and picked up the pieces where ACE left them. I'm sure ***'s response *** be contradictory, he's always looking out for #1.
I disagree with pretty much everything said here. We installed parts that under normal circumstances would have fixed his issue. Once we had done this the customer put a FROZEN CHICKEN in to cook and wondered why it wasn't cooking in a timely manner. In circumstances such as this, we have found through experience that the best practice for all concerned is to have a second company come out and to either find an issue that we might have missed (we are not perfect) or to re-affirm our conclusion that the oven was working properly and that a large part of the customer's problem was due to expecting a frozen chicken to cook properly in an oven. As far as diagnosis being called into the warranty company,....when we asked that the job be transferred, the warranty company takes a basic diagnosis from us. This simply becomes a point of confusion over terminology. The company that was then assigned the job would have been given or not given information regarding what was done. We have been on the other end of a transfer and quite often are given no idea what was done previously. Finally, the customer continued to call us after being told that we were no longer on his job. If any one was short with him it would have been after he was told politely that we couldn't help him and that his best bet to get resolve was to contact the home warranty company.
Bottom line is the customer wanted the warranty company to replace his oven. He told us, but obviously failed to mention this in his complaint. For the warranty co. to do so takes numerous attempts to repair and quite often an opinion from a 2nd company. His anger towards us I believe stems in large part from our explaining this to him as opposed to lying to the warranty company
Well, it's clear that *** just didn't listen. They were frozen chicken strips from the grocery store. Not a whole frozen chicken. Who would be so stupid? They were being cooked in accordance with the manufacturer's directions. The other contractor did find a problem that ACE missed and are replacing the oven since repair costs exceeded the value. The issue isn't that ACE missed the problem, it's that *** heard what he wanted and was rude. He hung up on me during the call, when I first notified him the repair didn't work and wanted them to come back out and look again. My other calls were trying to get my family a working oven in a timely manner in accordance with the warranty company's process. The home warranty company has done a good job picking up his slack. Buyer beware when expecting honest and quality service from ACE - they can't do it.
Well this wraps up nicely. The customer is saying exactly what did, for the most part, happen. We transferred/escalated the customer claim back to the contractor/home warranty company. This is common practice when a problem has not been resolved and may require a replacement (or 2nd opinion). As far as our being rude to him on the phone, short might be the better term. However, any shortness with the customer would have been on the 2nd or 3rd call made to us after he had been informed the transfer/escalation had taken place and that we no longer had any say, influence or involvement with this job. Finally, the other CONTRACTOR like us is a SUBCONTRACTOR through the home warranty company and are not the ones who would be replacing his stove. The way he phrases this makes it sound as if we, instead of following protocols and escalating as we did that we bailed out so we didn't need to shoulder responsibility of replacement. I do understand that when a customer wants a replacement appliance that the process can drag on simply because the warranty companies need to exhaust repair options before offering replacement. Many customers are not aware of this until and unless they find themselves in this position. We often are held responsible for this glacial process as we are "the face" of the warranty company as the warranty company is never more than a voice on the phone.