The Appliance Shop, Inc — Attraction in Topeka

The Repair Shop was contracted by Samsung to repair a range under warranty. They could not diagnose the problem, but indicated they would replace some controls to attempt to resolve the issue. They ordered parts to make a repair which might fix the issue and scheduled a date to replace the parts.

They gave an 8 hr window for this repair so I made arrangements to have someone at the location. I then received an email five days before the scheduled date unilaterally rescheduling the service to two days after the initial schedule. Again an 8 hr window. I scheduled someone to be there for this reschedule the Appliance Shop created. On the original date scheduled for the service, the Appliance Shop repair representative called me and said he was almost at the location and wanted to make sure someone was there. I informed him they (the Appliance Shop) had rescheduled to two days later, not at my request or convenience. He then said he would reschedule and come back.

Two days later the Appliance Shop representative called and said he was 25 to 30 minutes out so I had someone en route. When they arrived, my representative had not arrived yet so they called me and asked where my representative was and when they would be there. I told them my representative would be drive time within the city limits of Lawrence. The representative sounded angry and said if they were not there in the next few minutes he would leave and I would have to reschedule. I started to tell him (admittedly angry myself) they had rescheduled the appointment and may want to show a little leniency, but I did not get the chance as they hung up on me.

I have since contacted Samsung and told them they could either change the warranty provider or come pick up the range.

Update: I spoke with the general manager of The Appliance Shop who explained, due to the pandemic, her folks have been under a lot of additional workload. Also, probably more importantly, the original rescheduling was likely done by Samsung, not the Appliance Shop. The manager was not making any excuses and appeared to be concerned about correcting the situation and, I have to admit, I have culpability in the incident due to not having someone there when the tech arrived. I am raising my 1 rating to a 3 and will give the Appliance Shop another shot should I need their assistance assuming they have not rated me as a 1 customer and do not want to...

They set up a time and date to fix my washer. It was a time frame 8-5. Waited all day nothing. Even paid someone to wait for them since I wasn’t free to be there. Since I wasn’t going to be there I gave them my friend’s number to make sure if I didn’t answer they could call her. Since it was a Friday and they didn’t show, I called back Monday to figure out what happened…. It went to voicemail. I called off and on for almost 2 weeks. No call back… one day out of the blue I got a call that he was at my location to fix the washer. No one had set this up with me. I didn’t even have a voicemail the day before saying he was coming… Told him what was going on. He gave me another number for a kc location. I never called them to reschedule. Someone called me before I had a chance to… we set up a new time and date. The washing machine is making a grinding sound off and on. I had video of it. They did finally call back and set something up… when the tech did make it out.. he said he thinks the drum is rubbing on the ground and adjusted the feet on the machine and said see if that fixes it. He did call lg and tried to see if he could pull up old codes and so on. They told him no. That was on 10/16. Friday night it started to throw e6 code. Of course they aren’t open till Monday. Called today and the lady said oh we already closed ur ticket out. You need to make a whole new claim and start again…. It should of never been closed. We was waiting to see if it was fixed….. Called the warranty company, and they told me I could call my own tech out. They would just send me a check for the repairs since the company they was sending out wasn’t working out. I thought I better call the kc number the one tech gave me. I called them, they kept saying they needed a claim number. Gave them the one Allstate gave me… she said that wasn’t it… she kept basically telling me she couldn’t help me unless she had the claim number. I told her the whole story and just wanted to make a complaint… but she wouldn’t even hear the complaint… she just kept worrying about the claim number… even asked why don’t you call the Topeka location.. she said she need a claim...

This was for warranty work on our LG fridge and LG actually outsourced the work to The Appliance Shop. Initially, it went well and the technician, Ty Tummons, was great to work with and able to diagnose the issue immediately. They had to order parts and it would be about a week for those to come in. After 2 weeks of not hearing anything, I had to call just to find out there was an issue with the serial number and they couldn’t do anything until that was fixed. No one ever called me to notify me of this issue and then they told me I needed to contact where we got the fridge from to fix the serial number issue. At this point our fridge had completely stopped cooling. After finally fixing the serial number issue, the parts were then on back order so we had to wait another week and a half or so before they could actually fix this fridge. On week 4 of our fridge not cooling, parts were in and Ty came back out and had the fridge fixed within 45mins and I was super appreciative of this. He then was trying to take full payment from me, and when I told him (third time telling him it was all covered under warranty) parts AND labor were under warranty he then started complaining how he doesn’t get paid much from warranty and was trying to get me to pay him the full $600. I felt targeted since I was home alone and my husband was not around. I continued to say no, we’re using our warranty. Then he was trying to get me to pay a $108 trip charge which I thought was ridiculous since it was a warranty issue and due to their mess up, we had to go even longer without a working fridge. He then got mad at me and said “So I’m not getting paid at all?! I effing (said the actual cuss word) want to quit this job!!” I didn’t know how to respond because I was shocked and this was not how you should act around customers. I told him to mail us an invoice so I could discuss it with my husband. We have a warranty for a reason, but to try to rip off your customers and target a woman home alone is just outright wrong. Ty was completely unprofessional and we will not be using this company again. Do not recommend...