The Appliance Guys — Local services in Eureka

A Disastrous Experience with The Appliance Guys – Avoid at All Costs!

I cannot stress enough how terrible my experience has been with The Appliance Guys. This company has been absolutely appalling to deal with at every step – from their unprofessional scheduling process to their complete inability to repair my dishwasher, and their unwillingness to take accountability for the damage they caused.

Scheduling and Communication – An Absolute Nightmare The scheduling process is forced through a cumbersome and infuriating text messaging system. No real human interaction, just a robotic, inefficient back-and-forth that makes an already frustrating situation worse.

They charged a $99 diagnostic fee, and when I asked if it would be deducted from the repair costs, the answer was a flat "no." This is essentially a penalty fee just for calling them out – with zero value provided in return.

Incompetent Diagnosis and Never-Ending Delays The nightmare began with a misdiagnosis. They claimed the drain pump was faulty and promised the part would arrive in a week. A week later, I had to battle their messaging system again to schedule the repair. They missed their scheduled four-hour window and rescheduled for the day before Thanksgiving, only to discover that – as I had already explained – the issue wasn’t the drain pump.

The technician then diagnosed a faulty motherboard. Another two weeks and another round of text-messaging hell later, a new technician arrived, installed the motherboard, and left before confirming if the dishwasher was working. Unsurprisingly, it wasn’t. Ten minutes after he left, the dishwasher stopped mid-cycle, proving that the problem was still unresolved.

More Parts, More Payments, Zero Results Weeks later, the original technician returned and claimed it was an electrical switch and another part, demanding further payment for these parts. When I questioned the money I’d already paid for the unnecessary drain pump and motherboard, they grudgingly offered to waive the payment for the new parts.

Fast forward to January 2nd, after Christmas and New Year, and the new parts were installed – only for the technician to give up after two hours and declare they could not fix the dishwasher.

Damages and Unacceptable Resolution To add insult to injury, my fully functional kitchen water line stopped working after their visit. The owner, Chris, denied any responsibility, claiming they hadn’t touched the water line, despite the glaring evidence to the contrary. Chris offered only a partial refund – covering parts and labor but refusing to refund the diagnostic service charge, which feels like a slap in the face given the incompetence and damage they caused.

Conclusion – DO NOT USE THIS COMPANY The Appliance Guys have left me with a broken dishwasher, no kitchen water, wasted time, and hundreds of dollars down the drain. This company is a far cry from what it used to be – whether due to new ownership or a total collapse in standards, I don’t know. All I can say is: avoid The Appliance Guys at all costs. Save yourself the frustration, the money, and the damage they’ll...

Let me preface by saying I have never had my front load washer/dryer repaired since installed in 2007.

I called Appliance Guys to repair my Kenmore Front Load washer with error code F20. I asked Amber, the receptionist, what the service fee is and if it is applied toward the repair. She replied, "$119 and no". They were able to come that week, so I scheduled for August 20.

Upon arrival, the tech immediately states.."Oh, the dryer is stacked on top of the washer". He said, "I'll need 2 techs at a cost of an additional $200 to unstack". I told him I was unaware and offered to assist him, as did my husband, to unstack, but he would not agree, "Due to liability": He then told me he would need to collect the $119 regardless. I paid him for his 5 minutes of time, and asked for a rough estimate, at least. He said his labor charge is $165/hour, $200 for a 2 techs to come to unstack the dryer + assumed pressure switch & hose, shipping and tax. Their submitted estimate including the $119 that I paid, was $686. $320 without parts & labor!

I called Amber to discuss, in hopes she would compromise on the service fee since there was a miscommunication. She disagreed and said "You did not tell me your washer/dryer were stacked". I replied, "Yes, you are correct. I asked you what your service fee is and you said $119. You should have said, that is for a side-by-side system. If it is stacked, it is $200".

I then asked to speak to the owner, Chris Becker. She said he was in a meeting. I asked to speak to the service manager and he was in a meeting too. I called later in the day to speak with Chris and Amber then said he was out of the office all week. I requested a call from anyone with authority. Soon after, I received a call from Chris.

Chris was uncompromising and unapologetic for the miscommunication and went on to justify his expenses. I told him I was a reasonable person and had I been told originally that the service fee would be $200 for 2 techs to unstack I would have moved forward with the repair. This fell on deaf ears.

This is no way to run a business but there are alternatives. I should have done more research and read the terrible reviews on The Appliance Guys.

Happily, I found an outstanding appliance company that did my repair for 1/2 the cost to include the service fee.

Good communication, honest, knowledgeable service is out there. You just have to search for it.

I would not recommend The...

CUSTOMERS BEWARE:

This is not the same company it used to be. For starters, customer service just doesnt exist. No one will ever answer the phone when you call and you will also not get a call back in the same day after leaving a message or at all sometimes. If you ever do recieve a call back you will speak to a rude unknowlegeable individual named AMBER.

When Amber doesnt have an answer to a question she will make up something or simply say theres nothing she can do. If you point out inaccuracies in her answers she will attempt to initiate confrontion to avoid having to find the answer to your questions regarding this company's shortcomings.

Another method used to avoid providing actual customer service is texting you regarding your call or request. This can be super confusing because once you recieve a text notification about a part that has arrived, your asked to schedule the installation. This means you have to then call phone number no one ever answers.

The way this company communicates with its customers greatly effected my husband Anthony's experience when he was in need of service for his Samsung washer. The obstacles above attributed to it taking a week to get a technician out to the house for a diagnoatic visit, he paid $120.

That visit resulted in a pump being ordered by the company. Then it took another 2.5 weeks to get the technician to come install the pump at an additional $370. As soon as he left the original issue persisted.. the technician returned, removed the part and suggested it might be a different problem.. by then my husband was so frustrated by this entire experience that he decided to just buy a new washer. So they wasted almost a month of our time and got nothing accomplished and would not refund the $120 diagnostic fee, even though the diagnosis was wrong.

In an attempt to have his concerns heard and addressed by someone other than useless Amber to possibly improve the experience for others, because at this point he was done with this company, he told the technician about his experience with the office this time compared to years ago.

Not suprisingly, the technician stated that this company does not conduct business as it once did. His exact words were "Yeah, its a complete different company". He also admitted that similair complaints were voiced during many of the service calls he completed. God Bless him for being honest because up until that point we thought we were...