Superior Appliance Repair

Substandard service. This business cancelled the first appointment to repair a washing machine. They did not give notice of cancellation, just called two hours after the appointment time and said they will not show up on that day. We rescheduled for that Sunday, again they gave another 5 hour window on a Sunday to come over. This time did not even bothered to call. When we called to find out the estimated time of arrival they hung up and never again answered the phone. Do not waste your time with these people.

Review: Superior Appliance was supposed to come on 8/* to repair refrigerator between 8-5. I took the day off to wait. I called and asked at 9:30am if they were coming, yes you are scheduled. At 4:30pm I called and yes you are scheduled. At 6:30pm I called and spoke to someone in California. No one came and no phone call. On 8/* at 9:15am I called and asked to speak to a supervisor. I was told he wasn't in and she would give him the message. As of yet (1pm) I haven't heard. A repair man called and said he was coming & I said you were supposed to be here yesterday. He said he was off and someone else was scheduled. This repair person came and was of [redacted]. He didn't have any ID or give his name. He was constantly asking questions about my house. He took a picture of the refrigerator hinge with his cell phone and said he would be here next week to fix it. I had another issue but he was asking what town this house was in, how much are the taxes. the 2 minutes that he was here one and a half minutes he asked about my house. He left and went into a black SUV vehicle and sat in my driveway for a long time. No company vehicle. Then he sat on the road in front of my house. I called [redacted] where I purchased this appliance and was very upset over this incident and said I do not want this company here again.Desired Settlement: I would like to know if this is a qualified business. I would like to receive a message from someone about my issue.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Superior Appliance Repair has been resolved.

I received a notice from you that you have not heard from Superior Appliance. Technically I have never received a call from them as to why they never came for repair, apologizing for that, and sorry that the repairman was so interested in your house and asking inappropriate questions.I did receive a call from a repair person from Superior. His name was David and sounded nice on the phone and apologized for any inconvenience I had in waiting for the part. He said the part was in. A few days later this man appeared at my back door and luckily I had friends here as they said "there is a man at your back door!" He said he was from Superior and had the part for my refrigerator. (Never called and said he was coming) He was a normal guy and had a work pouch. I said you were supposed to be here last week and I shewed him away. My friends said [redacted] he is here, he is a normal guy go and talk to him. I did and he was extremely nice. He put a lubricant on my squeaky door and said you didn't need a part for this, the previous guy could have fixed this.So bottom line is yes the refridge has been repaired. Did I ever hear from the company, no just a repair person.Thanks for getting back to me.[redacted]

Sincerely,[redacted]

Review: I made the mistake of trusting this company, being that I’ve used them a few times in the past and, although they seemed a little expensive, they would get the appliance fixed and so I would look the other way at what sometimes seemed to be high prices.

Well, this time I happened to have a problem that I was able to solve myself and, in the process, realized what a scam they have going on.

I called them for a dishwasher repair and, as usual, they charge $65 just to come give you an estimate. Since they supposedly apply that fee to the cost of the repair later, I paid it—even though the technician barely looked at the dishwasher for even 3 minutes before leaving and saying I need a new gasket, and I trusted that an honest quote would follow.

When they quoted me $245, I was shocked. I called them and they wouldn’t budge—nor would they even explain the breakdown of the price. They said a [redacted] would have to call me back to explain that. The [redacted] never did. I called a second time, with no [redacted], and no explanation.

In the meantime, I was able to find the same part (essentially a piece of rubber) brand new on [redacted] for roughly $35. What’s more, after some research, I found that my gasket only needed to be cleaned, not replaced (it had no wear, cracks, or deformation).

But, the real kicker was that it took me all of 10 minutes to fix.

After calling another couple of times, I finally got a breakdown of the price (despite them refusing to give me a [redacted]). The breakdown was $75 for the part and $175 for labor. Considering that I can get the part for $35 and the whole installation could be done in 10 minutes flat, I was shocked.

I called them back yet again and demanded to speak to a [redacted]. Again, I was given some vague answer that he was in a meeting. I pointed out that although I could understand making some profit on the part, 100% profit is being piggish. And, although I could understand being compensated for the professional labor, paying what is essentially a rate of $1,050 per hour is highway robbery.

The obnoxious woman on the phone argued with me and tried to justify what amounts to $1,050 per hour labor charge by saying that they are “professionals” and that I’m paying for their expertise. I told her that I have lawyers who don’t even take half that amount, and I would assume they went to school a lot longer than a “professional” dishwasher repairman.

In the end, this just revealed to me how much they’re gauging their customers (and I’m even a repeat customer—foolish me, but you’d think they’d show some gratitude toward repeat customers!!!). It also made me realize what a scam they have going on, where they take the customer’s $65 for the service call, knowing that they’re now already “in” for $65 and would likely be more willing to pay higher, more exorbitant prices, just so as not to lose the $65 outlay. The proof of that was their lack of reasonable explanation or defense when confronted when I unintentionally realized just HOW exorbitant those fees are.Desired Settlement: I want the $65 cash back that I paid them. I paid it in good faith that they would give me an HONEST quote—and they didn’t. They barely looked at my dishwasher, they gave me an incorrect diagnosis, and even if they DID believe it was the correct diagnosis, they still further abused my trust by trying to gouge me.

Consumer

Response:

At this time, I have not been contacted by Superior Appliance Repair regarding complaint ID [redacted].Sincerely,[redacted]