Sloan Appliance Service Inc. — Local services in Cayce

I had previous experience with this company since 2017-8 when Samsung listed them as one of their in warranty repair service.

So 3 months ago, in 2023, when I had an issue with my Samsung RF28 refridgerator not keeping the temps as set on display panel I called them.

I was confident they could DIAGNOSE And fix my problem.

Well 8 visits later, countless parts replaced and even an injection of refrigerant(?) later and they still have not gotten my refrigerator problem fully diagnosed.

Mind you I was to be charged for EVERY PART they replaced, after yet ANOTHER DIAGNOSES of theirs. I called about fridge not keeping to temps. They diagnosed (guessed-?) I had a control board issue (1st visit).

8 visits later, after replacing one part after another, I had to insist a Supervisor look at this fridge and diagnose the problem.

I complained a couple of weeks ago about my lack of confidence with this repair tech they kept sending out (Yes, Samson's because it'd their policy).

Finally I got the repair supervisor to come out. The same Supervisor I had requested 2 visits back but never heard from until I made yet another, more adamant request.

This time, Aug 21 or so, The Supervisor says "the refridgerant is freezing up so it is either overfilled with refrigerant or it is plugged up (Somewhere) - That will be $666 if you want us to repair it but I will have to order parts".

Mind you the overfill happened because the previous tech filled it with refridgerant and Now they want to charge me to take it out.

So I said, "Cant you just take it out now (and eliminate THAT issue?)" To which he replies " I can't" he says. "Why Not?"- I asked. His response "because I don't have the tools".

This is what you can expect if you hire them to come out.

Ladies and Gentlemen, this is the sad state of affairs with technicians today.

Now I called and left a message with the Customer Service manager "Chris". And since I had heard back from him in almost a week (5 calendar days), I called back. Left another message at about 9:25am.  Called back an hour later (10:30am) because I still had not gotten a call.

Finally got a call back around 11am. Long story short, his position was that it WAS not 8 visits and all work (LABOR) and PARTS is "WARRANTEED".

What does this mean to the average citizen? Well They don't try to fix a problem (refrigerator not cooling) but they will come out to replace any part they fee is not working (30 days free labor) and replace part if under a year old (you pay for labor, $250/current fee for them coming out).

However there is no mention of them misdiagnosing the problem. Because that is not what they do.

According to this "Chris", this latest quote is to install what the technician need to know if there is a stoppage in the system or if something else (Parts-?) is needed.

Now there is no mention of getting money back on my first repair (Controller\motherboard) that had to be replaced ($425+tax, I assume).

As a former Computer tech I assumed they would have tested the system to tell me that this was all I needed - Silly me. As it turns out They only replace one part at a time and THEN determine where to good what additional parts need replacing.

If I had agreed to this "repair", I would now be out over a THOUSAND DOLLARS and still no GUARANTEE that my fridge would be repaired.

Remember that REFRIDGERANT the first tech put in? Well the Repair Suoervisor made it a point to remind me Ihad not gotten charges for it (another $250 fee).

So in essence this company wants me to pay to have them take excess gas out AND then see what the other problems are.

When confronted with this issue and continued ongoing charges for parts the,"Chris" guys says to me "Well (Sir), You have a lot of broken parts in that refrigerator."

Now if the techs had correctly analyzed or diagnosed the problem early on I would not have put 3 months into this refrigerator or these series of repairs.

I am currently out over $400 and they want to keep charging me for more parts and...

If I could give Sloan’s Appliance 0 stars, I would.

I called them out to determine why my ice machine was not working, mainly because they were a preferred repair provider by the company for the brand of ice machine that I own. They recommended repairs at a total cost of $880. I purchased and supplied my own parts in order to save some money on the repair bill. They gave a new quote and I authorized the recommended repairs. The ice machine was picked up and taken to their shop.

There were issues with the repairs. They changed out the hot gas valve solenoid and stated that they were able to get the machine to produce ice. The first that I heard about them changing the plan on repairs was Friday March 17 when I received an email that said “ Unit is producing ice. Letting unit run over the weekend to ensure proper ice production. Rescheduling for Monday [MRM]” The next notification I received was Tuesday March 21 with “ Unit has produced a full bin of ice. Turned unit off to drain out and clean up a bit for return.” According to Sloan, the machine produced ice for a total of 8 days. This all means that by time I got the message on the 17th, the machine had already been running for 3-4 days and should have had a full bin of ice, if it was working correctly. A properly working machine has a full bin of ice in approximately 3 days. As it is, the bin wasn’t full until the 8th day on Tuesday March 21.

When questioned, the manager Chris C. stated “ice machines can sometimes be extremely fickle.” Ice machines are no different than an air conditioner. Both use a refrigeration cycle and the problem with my ice machine dealt with the refrigeration cycle. If a technician told you that air conditioners could be extremely fickle, you would probably be looking for a new technician. Same in this case.

When everything was said and done, I spent a total of $415 on the ice machine. What I received for all the work was an ice machine that did not work properly when it was returned, the recommended work was not performed, the door to the ice machine was damaged, and the unused parts were damaged such that they could not be returned or used.

We had used Sloan’s many times at our other house for simple broke/ fix repairs that could be performed at the house. In this case, the results did not meet our expectations.

In my opinion, if repairs required something beyond a simple broke/ fix, then I would not use Sloan’s Appliance because they cannot be trusted to perform the work that they agreed to perform.

After my Sloan experience, I contacted 2 other repair facilities that worked on my brand of ice machine. Both said that it sounded like the hot gas valve leaking by/ failing to close. One said that if I wanted, he could change it out with no problem but recommended, based on the age of the machine, to get a new ice machine. The other said that he wasn’t able to change out the hot gas valve but could recommend someone who could. However, he also recommended getting a new machine. I truly appreciate the honesty and integrity that these facilities provided. Too bad I didn’t get that from Sloan.

I bought a new machine that will be arriving Thursday March 30. I can’t wait.

Attached are pictures of my door with ding marks that appear to be from the buckle of a strap used for transit and the returned hot gas valve that was given to me. I gave Sloan a brand new out of the package hot gas valve. The valve arrived to my house in a box with packing materials and the valve was inside a padded envelope. I opened the envelope to ensure that I had the proper parts and inspected them for perfect condition. I then gave Sloan the valve in the padded envelope. I should have given them the box with packing...

My one-star rating is based on my interaction with the technician assigned to my call, Billy. I live on a dirt road that isn't in the best shape. I was honest with the lady in the office who scheduled my service. She reached out to the technician who handles the calls in my area and he was sure he could make. AND IN FACT HE DID MAKE IT! However, I guess the road situation put him in a foul mood as he was definitely NOT pleasant (and I would go so far as to say he was rude). His first comment when looking at my washer was about how old it was (10 years approx.) and yes, I told them that when I scheduled the service. I even provided them the error code that the washer was flashing, yet he came totally unprepared to fix it. After realizing he needed parts, he proceeded to ask me where the tag with the model number & serial number was and the proceeded to point out where it SHOULD be not once, not twice, but FOUR times where the label was because you could see the outline of where it was supposed to be. He asked for the manual which I provided to him only to get the rudely said, "The model number isn't on this." He left, with me having paid $ 125 for him to come out, with the comment that he didn't know if they would be able to find the part they needed.

2 weeks later I finally have it scheduled for him to come out today and put the part (which they found) on. I had asked to be first call of the day but did not get a call from the technician until almost 11 am. Here is the phone conversation.....I say hello, he says this is Sloan Appliance, Billy, then asks "Did you go out and scrape that road so I can make it to your house this time?" After explaining that I do not own road scraping vehicles, we discussed where he was at and how long it would take him to get there. But after I hung up, I realized that I did not want to have to deal with the mood I'm sure he would be in based on that comment. So I called the office and cancelled my service. I was offered another technician but Billy has left such a bad taste in my mouth with his rudeness and unprofessionalism that I don't care to ever deal with Sloan...