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Emerald Coast Appliance Repair

18 E Garden St, Pensacola, Florida, United States, 32502-5622

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Emerald Coast Appliance Repair Reviews (%countItem)

ALERT.... Please beware this company, they do not honor their 100% satisfaction guarantee!! They came to our home 8 times between March to July 2019 to work on our refrigerator and said it was fixed every time but a few days later the same issue again. The temperature reading outside the door did not match the temperature inside. Was told by owner the fridge was in working condition and a temperature of 49 degrees is industry standards. I always thought around 38 was normal!! They replaced a few parts but nothing fixed the problem. Finally, I was told I had an old refrigerator and the manufacturer did not make the parts anymore, so I am just out the $337.56. I ask for a partial refund but the owner *** said he would refund only if he could pick up my fridge for parts and sign a WAVIER OF RELEASE stating I would not post a negative remark about his company. I would not sign the form. No place on the website does it mention these things! I am 68 years old and feel I need to let others seniors not make the same mistake that I did. When I received a call from the owner regarding the refund he was rude and disrespectful. He would not let me talk, yelling at me, very proud of himself how smart he thought he was about the business. He needs some people skills on how to communicate and LISTEN! to the customer. I will never call this company for any service repair and I just want other people to be aware. Purchased a new fridge, don't use this company for a repair.

Desired Outcome

Full refund $344.56

Emerald Coast Appliance Repair Response • Aug 09, 2019

We are sorry that *** is unhappy. As she said we were out at her home in the beginning of March for a refrigerator not cooling. We informed Mrs *** her main control board was discontinued by Samsung. We then told Mrs *** about Core Centric a company who remanufactures control boards and provide a 3 year warranty. Mrs *** decided having her main control board remanufactured was the route she would like to go instead of replacing the refrigerator. Before we ordered Mrs *** a remanufactured main control board for her no cool refrigerator we informed her that the user interface on the Fountain Assembly was not available at Core Centric. Mrs. still choose to proceed. We put the remanufactured board on Mrs ***'s refrigerator and solved the no cool problem. The refrigerators compressor came on and the machine worked properly. Mrs *** had us back out to her home 8 more times over the next 5 months, trips that emerald coast did not charge for even though our labor warranty is 30 days. We sent Mrs *** board back to Core Centric at her request under Core Centrics 3 year warranty of the main control board, Core Centric deemed the board in good working order and returned it. We put the board back on Mrs *** refrigerator and it worked properly. Of the 8 times Mrs *** had us out to her home the refrigerator was working properly with freezer temps at -4 and fridge temps at 39. The only time the fridge didn't have proper cooling temps was on Emerald Coast first trip when we found her main control board bad. After 5 months and 7 warranty trips to Mrs Gerners home where we found the fridge working properly she asked for a refund. Emerald Coast agreed to the refund she requested but told her we needed to pick up the refrigerator she was disposing of with the rebuilt main control board on the machine. Mrs *** declined. We told Mrs *** we would continue to honor the 3 year part warranty since the machine had been operating properly for 5 months.But again Mrs *** declined. Mrs *** then disposed of the fridge and the main control board making it unable for us to provide a refund. We are sorry again that Mrs *** was unhappy with our service

Customer Response • Aug 21, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
Again, *** owner is not telling the whole truth regarding the refund! The only way to get a refund is to sign the wavier of release and he doesn't want to talk about the form in his response, I was willing to give *** Sailor owner the fridge and told him that but I said I would not sign the form, he wasn't interested in the fridge he wanted the form signed to keep me from telling the truth so *** owner did not refund my money. My fridge was not in working condition the cooling issue was not FIXED and how much longer should a customer keep letting a company try to diagnose that's why I declined to put any more money into my repair. I feel the only way to resolve this complaint is with a Refund.

Last weekend my refrigerator started leaking. I called Emerald Coast Appliance Repair on Sunday morning at 5 AM. A live person answered the phone and scheduled a time that day to have a technician come out. The technician, Don, called to let me know the time he would be there, and he arrived on time. He diagnosed the problem and took care of the leak. He had to order additional parts to prevent future problems, and when they came in we set up a date for the new part installation. Don called that day to confirm the time. He and his helper arrived and performed the final repair. They were extremely knowledgeable, courteous, efficient, and cleaned up well. Definitely five stars! I will be using Emerald Coast Appliance Repair for all of my appliances in the future.

Emerald Coast Appliance Repair Response • Aug 05, 2019

Thank you for choosing us. We were very happy to have you as a client for all these years.

WOW! On time, excellent service, and a fair price! Don and his apprentice moved (what I expected to be) an immovable refrigerator, diagnosed the problem, had the parts on the truck, repaired the fridge in a few minutes and even offered to help me chase the dust bunnies. I will definitely call ECAR again for any appliance repairs. Thank you!
Charlotte S.

Emerald Coast Appliance Repair Response • Jul 23, 2019

Thank you so much Mrs *** for giving us the chance to service your fridge. We are super happy that you were pleased with our service. Thanks again.

This company did a repair on my fridge, they did not fix the problem. The owner was very disrespectful and refused to give a refund unless I let him
DO NOT USE THIS COMPANY!!!!!
The owner, *** Jr, is a piece of work. If his company screws up your repair be prepared for them to just offer to come out and remove the parts they have replaced and make you sign a wavier saying you won't bash their company on social media in order for you to get a full refund. If you don't feel comfortable with that then guess what? You aren't getting any of your money back and you are stuck paying for services that didn't fix your issue. I spent just under $300 to have my ice makers fixed on my fridge. I could either allow them back in my house after the OWNER yelled at me over the phone and said he would be bringing the sheriff to my home to remove the parts they installed and I would have to sign their form stating I wouldn't bash them on social media. As a single mom, I did not feel comfortable with that option and didn't want this company anywhere near my home. Since I wasn't willing to do either of those things, they refused to give me my money back on a service that they did not fix. Please keep in mind that on their website it says that they will give you a 100% money back guarantee if you are not happy with their service. I guess its just all talk. You will notice not a lot of negative reviews on here due to the fact that people have to lose out on their money in order to write one, if you go to yelp and look at the "hidden reviews" you will find quite a few with the same story line as mine. As a client/customer I don't feel comfortable with this company coming back into my home after what the owner has said to me and the fact that that is the only way I'll get a refund and the fact that they want me to sign a paper to say I won't say anything negative about me experience just doesn't seem right. So in order to leave a truthful, honest review I have to give up my refund on services that this company didn't even complete, my fridge is still broken. They replaced the wrong part. Please help me.

Desired Outcome

I want a full refund for the services I paid for but did not get. I want them to honor their 100% money back guarantee if I am not happy. The owner crossed the line and I don't trust him or anyone from his company to come into my home. I hate that he even knows where I live.

Emerald Coast Appliance Repair Response • Apr 23, 2019

Mrs *** had ECAR out to repair an Icemaker issue with her Lg Fridge. Mrs *** had an issue with the first technician that was sent to her home and asked that we send someone different for the follow up appointment. To accommodate Mrs *** request we sent a different service technician on the follow up appointment. The second technician arrived at Mrs ***'s home at 4:10 for an appointment set between 4 to 6. ECAR also calls the customer 15 minutes before arriving to let homeowner know we are in route. Mrs *** did not answer her phone and was not home when we arrived at 4:10. The technician waited at Mrs *** home till 4:45 and also tried several times to reach Mrs *** by phone. The technician left Mrs ***'s home at 4:45. Mrs *** texted the technician at 4:55 and informed him that she had just left work and would arrive home around 5:10. The technician informed Mrs *** that he has already left after waiting 35 minutes with no reply from the homeowner and that she would need to reschedule with the office for another appointment. Mrs *** then called and was very upset with ECAR for not asking the technician to come back to her home once he had already left. At this point we offered Mrs *** a full refund for services rendered and Mrs *** accepted. When we tried to set an appointment up to come to Mrs ***'s home to issue the refund and retrieve merchandise that had been sold to Mrs *** she refused. This is when Mrs *** became very very rude to the manager of ECAR. At this point I the owner *** got involved. I tried everything to help Mrs *** but unfortunately she was unwilling to allow ECAR to retrieve the products she had been sold and therefore we were unable to issue a full refund. I then offered Mrs *** a refund minus the wholesale cost of the merchandise sold to her. At this point Mrs *** informed us that unless she was refunded all of her money and was allowed to keep the new merchandise sold to her that she would be leaving a bad review about ECAR services. Not only did Mrs *** inform us that she would be leaving a bad review but that she would have all of her friends also leave ECAR bad reviews, a threat which she made good on on other sites such as Google and Yelp. ECAR tried very diligently to repair the issues Mrs *** had with our company by accommodating all her request that we are capable of accommodating and also offered her a full refund. While we welcome Mrs *** negative review and will use it as a learning tool to try and avoid future negative interactions with customers, we will not tolerate unethical use of review based sites by having her friends leave multiple negative reviews from non customers solely for the purpose of lowering ECAR's rating and try to prevent future business from patronizing ECAR. With Mrs *** refusal to return merchandise sold to her and having 6 other people that have never been customers of ECAR leave negative reviews on her behalf, we will be unable to provide her a refund at this time. We are sorry sincerely for Mrs ***'s bad experience with ECAR and we truly wish we could have resolved this matter to her satisfaction!!!!

Customer Response • Apr 24, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
First off I have a Whirlpool fridge not a LG. These are important details I can imagine. The first tech they sent out did a check to see what was wrong then they sent the same tech out to replace the parts that were "broken". After that didn't fix the issue I told the owner that the tech made me feel uncomfortable and that I'd like a new tech to come out. He said this was his smartest guy he had and really wanted to send him back out. Please keep in mind that he misdiagnosed my problem. It didn't matter because he made me feel uncomfortable and I am a single Mom so I didn't want him back in my house. The second tech called me around 4:10 to say he was 20 minutes away and left a voicemail. I texted him back to let him know that I would be there and if I wasn't that I would be coming in within five minutes. At 4:28 I sent him a text saying I was almost there and he responded that he had already left and that I would have to call and make another appt. I later find out that I was his last appt of the day and he had no other appt to go to that day. I was in contact with him so I didn't understand why he would leave. Not to mention leave before he said he would even be there. So yes, I was upset. The tech did not try and reach me or reach out to me again, I can prove this by my phone records, Mr. states that the tech tried several times to reach me and that is a lie. I will be happy to turn over my phone records to prove this. I never texted the tech at 4:55 saying I was just leaving work, I get off well before that. I did respond to this tech and he was in contact with me so for Mr. to say that there was no reply with the homeowner is a complete lie. At that point I called the office asking what was going on, because they were trying to "fix" the problem that they had already fixed supposal. I then get told that the owner would call me to work this out. Mr. then calls and is very rude and non apologetic to this situation and at that points states that he wants to just get out of this situation because he can't make me happy. He wants me to sign a waiver saying I won't talk bad about his company and that I can't leave a negative review and that he wants to come retrieve the parts that he has already put in my fridge and put the old ones back on and he will give me my money back at that point. He gets very upset and ask to call me back because of his anger. He calls me back about 30 minutes later and I am not comfortable with him or his company coming back into my house and doing things to my fridge because of they way he has spoke to me. I also don't have anyway to tell if he is putting my original parts back on or not. So I just don't feel comfortable with that option. He makes it very difficult for me to even do that option because I have to sign this wavier and have it notarized but I work during banking hours so that is next to impossible for me. He says well you have 30 days to decide what you want to do. In order for them to try and repair and fix the original problem or to refund my money I have to sign this wavier and I just didn't feel like that was right so I decline and he declines to fix my problem or give me my money back. He later calls and leaves a nasty voicemail which I am happy to share that he will bring a Sherriff out to retire the parts and that he is just done with this. He has his office call me that night and the next day. He sends me text message, all of which I have. I attempt to reach out to his account, his daughter and she was unavailable the several times I try and talk to her to resolve this issue. She even states in a voicemail that she understand that her Dad is difficult to get along with and that she wants to get me my full refund. I finally am able to get ahold of her and she was just like her father, she was not willing to help, she was giving me the same choices that I had already told her I wasn't comfortable with. So, I got no where. I clearly wasn't getting my almost $300 back and I still have two broke icemakers. So that evening I write a review to let future customers know what I went through and to just give a warning that if things don't go right to be prepared to sign a wavier from this company. I never accepted a refund with the knowledge that I would have to sign a wavier, that is a lie. Mr. has made several threats to me that I made my friends leave bad reviews on his site but that is just not true. I know no one that has left any reviews on google or yelp. I don't appreciate him saying that I do either. He made several replies to negative comments including mine stating that I knew these people and that I made them write these reviews and that is just not true. He has now removed those comments and revised his original reply to my comment. I have all replies documented via photo and will be happy to share. Also, he states he has our conversations recorded and the only conversation I knew I was being recorded on was the last time I spoke with any of them when I called the office and talked to his daughter Malory. The night I made the review he called me several times and left two voicemails threating me and telling me he was going to sue me. He also filed a police report file against me for slander and I had the sheriffs office call me at 8:30 that night. I have all voicemails and text messages received from Mr. saved and would be happy to share if need be. I also have all of the reply's that he made to me and other negative reviews that he has now removed saved and I am happy to share those as well. Mr. did not try and fix this problem, he very quickly stated that he could not make me happy and wanted to give me a refund and get his parts back and the only way I'd get my money was if I signed their wavier which I refused to sign. So I am left with a fridge that is still broken and I am out $300. I have never in all of my life been spoken to or treated by a business owner the way I was with Mr.. As I dug a little deeper into his reviews, the hidden ones and the ones that weren't popular I found that this is not the first time he has done this to a customer. He has done this very same thing to several customers in the past and would be happy to print off their reviews and submit them if necessary to see that I am not the only one. The only way a customer of this business is able to write a negative review is if they get screwed out of their money and not have their appliance fixed and then they are free to speak the truth. So there could be others that had a bad experience but we will never know because they were forced into signing a wavier to keep their mouth shut. This is not the moral way to run a business, you shouldn't have to make your customers sign a wavier to keep them from revealing the truth about your company. You should just do a good job and do the right thing. I've never run across anything like this and I pray I never do.

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Address: 18 E Garden St, Pensacola, Florida, United States, 32502-5622

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