Doctor Appliance — Local services in Estill Springs

A few months ago a technician came out and ending up bending the vent trim piece on our range when he had trouble removing it, and so the right side is just set on top because he couldn’t get it to fit back together. I called Doctor Appliance and received an email from Shawn saying the part was on order and he was awaiting to hear back from his technician to fill out a form, and he would let me know within 24 hours. Now it has been over a month and I have called multiple times and emailed Shawn multiple times with no response. Our oven does not sit flush against the wall anymore because the vent trim is bent and pushes it out on one side, so it sits crooked. I’m very frustrated and disappointed with Doctor Appliance’s customer service and would never recommend.

And in response to below, there is so much dishonesty written, I’m shocked. When I called Doctor Appliance after the technician left, I was asked to email pictures, which I did on 4/17/24. I received an emailed response from Shawn on 4/25/24 saying “Checking on the current status of the part and awaiting tech to file out a form i sent him. I should know within 24 hours what the next step is.” So to say I was never told this or never emailed pictures is untrue. A month had passed and I had emailed and called multiple times with no response until today, when you emailed me telling me I signed something 4/9 saying the technician is not liable for any damage he does while working on my appliance. I have never heard of such bad customer service. And regarding the technician being worried and having me sign away liability, that was not true. The technician had me sign his phone after he thought he was finished working on my oven and I had paid him. I assumed I was signing a bill, because I had just handed him a check. He held the phone while I signed with my finger. I didn’t ask to have his phone and see what I was signing because at that point there had not been any damage to my oven, and I thought we were done. As soon as he walked out the door, I turned on the oven and the same problem persisted, so I ran outside to tell the technician while he was sitting in the driveway. He came back inside and decided to remove the trim vent piece on the top of the range and never explained any risk to me, or acted like this was a complicated procedure, or had me sign anything new before he proceeded. He started pulling at the vent to remove it and then also struggled to get it back on, and I kept telling him to just leave it because I could tell it was difficult for him to get on and it looked like he was bending the metal. He kept asking me “why”, and I told him it looked like it was difficult and we could fix it later, but he kept pulling at it and did eventually damage the metal piece. As soon as I noticed the damage after he left, I had debated putting a stop payment on the check until this was repaired, but then decided to give your company the benefit of the doubt and trust your company would have integrity and replace this piece (which costs $56, so luckily it is not more expensive.) But, then to say that your technician is not responsible for any damage he did to my appliance is just poor customer service. That speaks volumes for the character of...

EDIT: If zero stars were allowed, they'd get it. Rude, working overtime to NOT do legit warranty work, unwilling to work with customer to solve a new appliance problem that Dr Appliance advertises as repairing. Did I mention rude? The front-office has a different "repair or replace" listing than the Frigidaire manufacturer. They refuse to call the manufacturer to get the updated list. (? Screw-you customer). After days of phone calls back and forth to manufacturer and Dr Appliance (by us) , finally an updated list is sent to them (you’re welcome). 10 days later a repairman comes out (only in our area 1xweek, take-it-or-leave-it). Repairman says “nope, not going to work on it because the unit is outside of warranty”. Wait a sec, we closed on the modular home in Jan ’22 but didn’t move in until Nov ’22. Warranty should start when we first see it / use it in Nov ’22. Repairman, “nope”. And no amount of documentation or offers to make phone calls to home builder or Frigidaire that confirms our story is accepted by repairman. No effort at problem solving or seeing the situation through the eyes of the customer and trying to get the issue resolved. No effort. A phone call to their front office to ask what is happening here, and zero effort on their part to resolve this. Time for re-training on how to work with customers.

Response: no sir / ma'am. Your technician showed up with the answer of “no, I won’t do it” and there wasn’t an effort on his part to understand or clarify the misunderstanding. We have and showed documentation of when we took possession of the new home and microwave. It was Frigidaire who sent the technician to our home! How can you say Frigidaire owes an answer on when the warranty started? The fact that you have a Work Order is the proof that Frigidaire knows it’s under warranty. In the confusion, the rational and normal approach is to make a call to Frigidaire, something the homeowner wanted to do but your technician wouldn’t accept that. That “robotic” and automatic response from the technician is what earned him the ire of the homeowner. No cussing, but legitimate frustration that we’ve been without a microwave for over a month now and Dr Appliance did zero to clear-up the confusion with the manufacturer. The technician didn’t help matters one bit, and added to the frustration with his unbending and irrational approach to the matter. It was on our end making the phone calls several weeks ago between you and Frigidaire that eventually resulted in your office having an updated “repair-replace” list. Zero Effort from your office to get this list updated. Zero Effort appears to be a theme here, and you’re absolutely right we’ll be taking our business elsewhere. I hope potential customers see your response (which Dr Appliance has since deleted, hmm 🤔, what are you afraid of? Don’t want people to see ‘that side’ of management?) it reflects the attitude and business model that “Dr Appliance is the only game in town, and customer service is...

At best the technician was very nice. But Dr. Appliance’s scheduling was very confusing and inconsistent. I got an appointment from Electrolux, then a text from Dr. Appliance that it had to be rescheduled for a week later, then an email reschedule again that the tech would be there on another day.

I had a stackable washer/dryer combo unit that was delivered to my home not installed just delivered due to new construction in the laundry room. Two weeks after the delivery the unit was going to be installed and we noticed it did not have a leveling foot. Turns out the bottom of the unit was damaged and needed to be replaced in order for a leveling foot to be installed on it.

Dr. Appliance came out and said that is was a “cosmetic” issue and that it happened during delivery which they said warranty would not cover and that is had clearly been dropped from a truck. I have a very clear video of my delivery from the front door and it didn’t happen when it arrived here at my home.

It was past the 24hr - 48hr window to contact my retailer. The delivery company couldn’t file a freight claim because they didn’t know if the unit arrived to them from the manufacturer damaged.

And let’s be honest here, the unit is damaged but it is structural not cosmetic. The unit will not work without the bottom fixed and leveling feet installed. The tech had very kindly left telling me “the part would be ordered, it would take 2-3 days then someone would contact me for the repair and install of the new part.”

However, the very next day I received an invoice that said repair isn’t covered under warranty. That’s it ,no other explanation such as “we have closed this ticket and will not be repairing your unit, your part was not ordered” I emailed the person (Shawn) who sent the invoice twice. I called twice and left two messages for him through the receptionist or person taking the calls who said she would walk the message to the man I am supposed to talk with (Shawn).

I called another day and talked with a second man and I asked to speak with the owner. He told me I couldn’t talk to the owner because he was on his way to Knoxville. I asked to leave a message for him to call me when he returned. This guys also said he would look into my repair (which again I never heard back).

All I wanted was an estimate on what this repair was going to cost. No one seems interested in just giving me a quote for the job if I am going to pay for it. It has been almost a week now and no one has gotten back to me and at this point why would I want their business? I find this Dr. Appliance very frustrating to communicate with and as a customer it would have been nice to have someone contact me back in a timely manner. Apparently this paying customer was not a...