Matt's Appliance Service Inc — Local services in Broadway

Our 5-year-old refrigerator quit working on Sept. 29. We called Matt's Appliance Service. Matt came on Oct. 4 and diagnosed a failed compressor. For this we paid $100 and were given an estimate of $700 for the compressor and $400 for labor. We were told that there was a 90-day warranty on the replacement compressor. Matt returned to replace the compressor on Oct. 21 for which we paid $1,271. The refrigerator still did not work. Matt installed a second compressor in late Oct. or early Nov. to no effect. A third compressor was installed by Matt on Nov.15, which also didn't work. On Nov.18, a different technician from Matt's came to check on the compressor and said that there was nothing he could do, but that he would talk with Matt and we would be called the next day. We heard nothing from Matt's for the next two weeks in spite of our almost daily phone calls to voicemail. We sent Matt's an email on Nov. 30, asking for a response and noting that according to our owner's manual, the original compressor was covered by a 10-year manufacturer's warranty. We eventually got a call from Mary in his office on Dec. 3, to say that Matt had decided to “step away” from our problem and that we would be given a $500 refund for the original compressor since it was under warranty. As we had not been provided with any written bill or invoice at any time, we don't know what portion of the $871 we had paid for parts was for the compressor, but $500 seemed low to us. We called back later that day and left a message requesting an invoice listing all parts and their costs so we could see if $500 was reasonable. We have gotten no reply since then, despite numerous phone calls and emails. We eventually called Sears to see if our refrigerator could be repaired. When the Sears technician checked our refrigerator, he noted that there was no freon in the system, and he could not find a leak. Apparently it had not been refilled when Matt last worked on it. In addition, the system had not been flushed out to clear the debris from the failure of the original compressor. There was an obstruction in one of the tubes carrying coolant to the freezer. The technician repaired our refrigerator and it is working fine now. The cost of this repair was $905. We understand that Matt went to considerable trouble and expense in his unsuccessful attempts to repair our refrigerator, but we paid him $1,371, and our refrigerator still didn't work. Even more exasperating and disappointing is the continual lack of response from a legitimate local business! Added to our frustration is the fact that when working on the refrigerator, he damaged with his tools our floor and cabinet around the appliance. All we want from Matt's at this time is an itemized invoice showing what we were charged for all parts and labor and a refund of what we were actually charged for the replacement compressor. It is now March, and we still have not heard anything from him. We have complained to the Better Business Bureau and to the Virginia Attorney General's office who have tried to contact the business, but Matt's has not responded to them either.

We definitely would not recommend Matt's Appliance...

⚠️WARNING: BREACH OF PRIVACY BY MATT'S APPLIANCE ⚠️

I want to share a concerning experience we had with Matt's Appliance, assigned by Lowes Assurance for a warranty report on our dishwasher. This incident involved a serious breach of my family's privacy.

After Matt's Appliance sent a technician to diagnose our dishwasher, it was determined that our control board needed replacement. The technician ordered the part, and another visit was scheduled for the repair by a separate technician named Andy. However, things took an unexpected turn when I learned that Andy shared my personal home address and details of the repair with his girlfriend, who happens to be my estranged sister with whom we have not shared our personal details. This was conveyed to us by a family member who is in good standing with us.

This unauthorized sharing of my personal information is a blatant violation of our privacy. I reported this breach to Matt's Appliance, demanding a different technician for the repair. Shockingly, I was told by their office manager, Mary, that if Andy didn’t complete the repair, I would have to wait another 3-4 weeks or seek reassignment through another service provider. This feels like we are being punished for their employee's inappropriate actions and also it felt as if there were no consequences for this breach of privacy.

In filing a complaint with Lowes Assurance we found even further disturbing details. As Matt's Appliance had provided to them an incorrect date on when their technician had first arrived at their house (likely to avoid the $50 charge for repairs not being addressed in a timely manner) and indicated we refused the second appointment due to a "doctor's appointment" which was outright false. We did formally file a complaint with Lowes Assurance against Matt's Appliance.

This incident may also constitute a violation of the Virginia Consumer Data Protection Act (VCDPA), which I fully intend on filing a complaint with the Attorney General, which requires businesses to:

Obtain consumer consent before sharing personal data with third parties. -Implement and maintain reasonable data security practices to protect personal information.

Data privacy is paramount, and such breaches should never be taken lightly. Companies must be held accountable for the actions of their employees and ensure that customer information is protected.

For those considering Matt's Appliance for any services, be aware of this incident. Protecting your personal information should always be a priority, and unfortunately, that was not the case here.

I hope this serves as a cautionary tale and prompts Matt's Appliance and other companies to take data privacy...

Whirlpool scheduled these guys to come out for a service repair. When they showed up the technician called my phone. The number came up as "restricted" and my phone blocks unknown numbers. The call was sent to voicemail and he left a voicemail. As soon as I listened to it I went to the backyard deck and I didnt see anyone in my driveway. This all occurred in less then five minutes by the way. I then saw on his response note online that he notated that no one was home. I contacted whirlpool again and made another appointment, there main office then contacted me to schedule. When I got on the line with them I asked what happend and they told me he called my phone, saw the sign about the dogs on my backyard fence, and then he left. I questioned why he didnt use the front door and ring the doorbell. We then got into a heated debate about how crystal does not know if my house "has a front door"... and when I questioned her about that she got offended. She got even more offended that I was mad because I wasted a vacation day for someone who didnt make an effort to walk a few feet to the front door to ring a door bell, or even give me a chance to come to the backyard after he called. Instead of trying to send the technician back, she took my comments personally and called the whole thing off. Which is fine by me. Just a warning to anyone out there who values there earned vacation days and prefers to spend it with there loved ones and not to waist it on a business who doesn't care about there customers time, as well as makes no attempts whatsoever to walk a few feet to the front of the house and ring the doorbell on the "front door" like a normal person would. What blows my mind is the guy left immediately after reading my "Dog Sign" on my fence which is his reason for not attempting to open the fenced gate in the backyard to knock on my patio door. This is why...