Total Appliance Service Inc — Attraction in Broadview Heights

TAS came out for an appliance repair. Diagnosed it to be a bad board, which I didn’t agree with. Tech stated that the countdown time was going up instead of down…but I had the time of the unit being complete on the display, not the countdown timer. Didn’t seem familiar with the unit at all. I’m now having the same issue plus another issue which is now a water protection mode. Problem became worse, not better since going through this company. Now, they are quoting another week to be able to come out. If you can, try to go with another company that seems to understand the more “higher” end units, in which mine isn’t really higher end, only a Thermador. Also, when I was closing the unit, I noticed the the bottom hinge was now bent after the repair and causing it to rub on metal. When we came in, the unit was sitting on top of a custom Childs toy chest, with the stainless facing down! There are microscrstches all of the unit. Overall, not sure I would ever recommend this company. The tech was super nice, just I’m not sure the knowledge was there with this unit, which shouldn’t have been the case as they knew my exact model.

Edit on 8/7/2023 Tech is supposed to come back out to fix the new stuff they messed up. When I talked to a lady on the phone during the first repair, the tech wasn’t aware of how to do the home connect and she offered to send a senior tech for the next visit. I advised her I can help him once I got home from the fair. I texted them that they messed up the rubber gasket, and even the tech didn’t understand why it was held on by double sided tape from the manufacturer. However, he didn’t install it back on correctly. I texted them making sure they don’t send the same guy and to send a senior tech they offered to send. Of course, it wasn’t “in their records” they were sending a senior and now I had to reschedule. Can’t wait to see the reply of “our records indicate differently”. Please choose a different...

AVOID AT ALL COST. We have had the absolutely worst service from this company. We have put up with them for OVER a MONTH. We STILL do not have a working refrigerator. We have had over five visits from Total Appliance Service with no satisfaction. I have missed days of work waiting on their techs to come out, spend hours here and then utterly fail at their jobs. At one point Total Appliance told my wife SHE needed to order the parts. What??? Last time I checked, my wife did not have a working knowledge of refrigerator repair. I have been on the phone with Dacor at least half a dozen times to coordinate and keep the ball rolling. We are a family of six so the inconvenience of trying to keep food on the table with no refrigerator has not been a pleasant experience. Total Appliance Service has done nothing but impede the resolution to our situation. Dacor would have been ready to replace the refrigerator at this point but Total Appliance got in the way and lied to Dacor that they needed to send yet ANOTHER technician out. They certainly don't need to send yet another incompetent tech to our home, but Total Appliance insisted, so here we sit waiting even longer for a resolution. The woman in their office, Cathy, made it even worse. She exacerbated the problem by telling Dacor that now their company needed to send out yet another (a third) tech to diagnose the issue. Total Appliance Service obviously cares more about their "process" than the family of six who is living without a vital appliance for weeks on end. I even called the owner of Total Appliance, but he didn't have the balls to call me back. They just don't give a damn about their customers, it is really sad and frustrating as a consumer to contend with such blatant and unapologetic...

So I called after work Friday at 4:45pm and the recording said that I was fifth in the queue. After waiting a half hour being told that I am now first in the queue it sounded like someone was finally going to answer my call due to the clicking me in sound that I heard (I could tell someone was there but they didn't say anything) and then I was quickly put back in the queue still in first position. Then another recording came on asking if I wanted scheduling or parts department so of course I pressed #1 for wanting to schedule an appointment. So now I was in second position in the queue, after 10 minutes now I was in the first position well now it's 5:30; knowing that they close at 5:30 I still waited 5 more minutes. I finally hung up and I checked their site and of course they are closed. After listening 50 minutes worth of telling a customer that our time is important to them and how they will get with you shortly this was the worst waiting experience I have ever encountered. I can't believe that my call couldn't have been answered in the length of time I had been waiting.This company was close to my home and is why I was contacting them for a repair. After I hung up I called a competitor and was scheduled right away, there was no wait time on the phone at all. I'm sure the techs are good at total appliance, per some of the reviews I read, but they need a better phone system and retraining of the employees who answer the phones to provide better service for current and future customers. My time was not important to this company! Please have this corrected so no one else has to go through this Very...