Appliance Service By Paul

Awesome customer service. Service technician Jared did an excellent job. He called me 10 minutes prior to his arrival to let me know he was on his way. He arrived at 9:47 AM and completed the job at 10:10 AM. Quickly explained what the problem was and what the repair consisted of.
He was very pleasant.
I originally purchased the washer from Lowe’s it was very easy to set up the repair appointment. I was called by their customer service rep with in 15 minutes, of my request to set up my service appointment. Although my washer was under warranty, I would recommend Appliance Service by Paul to anyone who needed to have a repair.
Thank you

The repair company didn't have the part needed to repair our washer when they first came out. After the part came in a second tech came out to our home. This tech was so rude regarding the difficulty of accessing our washer he made my wife feel very uncomfortable. Uncomfortable to the point she needed to call me and ask that I come home. Our washer and dryer are between a tile well and cabinets. The tech was furious he couldn’t easily remove the top of the washer to access the part he needed to replace.
I came home minutes later and helped the tech move the washer away from the cabinets. All I needed was two flat head screw drivers to pop the washer off the pedestals and slide the washer which allowed the top to be removed. Regardless we were not told by the previous tech that this needed to be done, otherwise we would have made sure the washer was set-up for repair. At this point the tech should have decided to not attempt the repair or repair the washer and finish the entire job properly.
The technician was so rough with our washer during his previous attempts to remove it from the pedestal that he dented the front panel. He continued to tell us how he spent extra time on our repair and shouldn't have. Once he changed out the part he didn't put all the screws back inside the washer. I had to point that out and make sure he did before he left.
When this "repair" was finished the tech didn't reattach the washer to the pedestal. He left the screws there and said I needed to do that. I had no problem with this. I asked if he confirmed everything was working properly before he left. He confirmed that he did. Unfortunately, this tech did not turn on our washer or attempt to see if the repair fixed our issue. A few days later when I needed to do wash a new error code appeared "DE". Now the door would not lock. I can only conclude that this sensor broke when the tech was roughly moving our washer repeatedly in frustration, or that the door latch was broken during this time. Part of me wonders if the tech knew a secondary issue had occurred but left anyway. We have been without our washer for 3+ weeks now. Our next appointment to have it fixed is in another 4 days.
These experiences are unfortunate. All of us have bad days from time to time. Why I am giving this company such a poor review is how they have followed up this event. After talking to the service manager, he was proud that this individual worked for him for 20+ years. I was shocked. I thought this might have been a new hire and a quick fix for the company. Apparently, this is what a tenured employee is like. Service by Paul has not gone out of their way to get our repair done quickly even though they now have the parts needed to fix our washer. Remedying the situation is clearly not a priority.
I own a small business, we repair and install beverage equipment. Not every situation is perfect, however once you start a job, you need to finish it. I myself have stayed on the job for hours on weekends, on holidays, and in the early mornings to make sure I keep my word or undo a wrong. It is offensive to have someone enter your home, make you feel uncomfortable. Damage your possession, tell you they are doing you a favor, and then not finish the job leaving your washer worse off than when they found it.
I would never recommend Service by Paul. I mean NEVER! I'd rather buy a new washer then go through this again!

Since leaving this same response on Google their "owner" has tried to claim that both parties damaged my washer. Really so we took turns denting my washer? No what happened was before I got home the tech out of frustration manhandled my washer. I calmly used proper tools to separate the washer from the pedestal.

WARNING! I received a word of mouth referral that Appliance Service By Paul are reliable people and do good work. So, I called on the morning of 2/1/2018 to schedule a repair appointment. What should have been a 5-minute MAX call turned into 12 minutes. First impression/gut feeling: I should find someone else, but went ahead and made the next available appointment... which was for today 2/5/2018 with a window between 1-4 PM. I said that should be fine, I just had children to pick up after 3 that wouldn't take more than 15 minutes - this wouldn't be a problem. Side note: Today is my daughter’s birthday and I had places to go today but stayed home until 3:10, left for 10 minutes in order to pick up kids from school, and returned at 3:20 to find a card on the door. I immediately called and spoke with the office, was told that the number they called (since no one answered the door) was someone I've never heard of with a number I don't know and the next available appointment was 1/8/18...... a WEEK after I called initially! I said that wasn't acceptable and asked to speak with a manager, who wasn't there until tomorrow. That's not acceptable either. She then said she would call the technician and give me a call "right back". It's now been over 90 minutes. Obviously, she just wanted to get off the phone and not fix the issue at hand.

Bottom line: if you have any appliance that needs to repaired, plan on waiting at least a week with these guys. I don't have that time to waste and now am looking for someone else with better reputation.