Appliance Network LLC — Local services in Franklin

Filed claim with AHS in January 2019 on Kenmore Elite dishwasher I never had a problem with. AHS referred me to this company. I read the online reviews and called AHS advising of my concern with the very low rating and type of reviews. AHS advised they are the only provider and I would have to use them and they only consider their internal surveys on company usage. They replaced pump with a process of coming back after they ordered the replacement pump. Filed a recall claim as it broke again in March. Appliance Network came out and stated they confirmed it was pump again and needed replaced and ordered part. The diagnostic tech then complained about the manufacturer of the dishwasher and the fact it is likely a refurbished part was used. Pump replacement tech came out with new pump. He stated he had photos from January and absolutely no problems or rust but for some reason the replacement pump has leaked all over causing rust. He called his boss and said to boss “don’t worry I’ll talk to customer he is cool. I have clear photos of when we repaired this the first time and there was absolutely no rust”. He went on to argue with his boss about the time he had in the day and not enough time to complete this job.

He spoke to me and explained I would need to contact AHS again after he left for yet another recall and they would then just submit for replacement as there is nothing else that can be done. I did so. I waited a couple of days and called appliance network. The receptionist stated it’s a lot of paperwork and they have other things to do and she would get in it within a couple of days. I called AHS after a couple of days and they explained they still don’t have the paperwork and called Appliance Network who stated she now was submitting the paperwork and I could call back in a day or two for status.

I called AHS after 5 days and they advised in approval department and couldn’t give me a day paperwork was submitted. I called Appliance Network and obtained the date it was submitted. I expressed my displeasure with this entire situation. The receptionist was extremely rude cutting me off acting like they did me a favor by submitting this machine for replacement (contractually owed with AHS) even saying “I was lucky they were submitting for replacement”.... and proceeded to tell me to wash my dishes by hand.

Extremely classless . I have been without a working dishwasher for several days and periods during this process. Obviously dishes can be washed by hand. I have a hole in my head from cancer surgery and am in recovery so a working dishwasher and not having to do so much follow up would be great. I am still waiting.

Update - home warranty company ended up sending out new company to diagnose dishwasher. It was diagnosed as stainless steel tub leaking and needing replaced. Home warranty approved replacement dishwasher from their diagnosis which took one day and I had a new dishwasher installed...

If it were possible to give 0 stars, I would have. This farce of a "business" was assigned to me through my home warranty, American Home Shield. I placed online service call through warranty website on Saturday, 5/26. Due to holiday, I received a call from Cindy who offered to send a tech out on Monday, 6/4, as I was leaving for vacation. June 4th arrives, tech shows up for 5 minutes, tells my family who was at the home waiting( as I do work). The tech advised that he would call me as he needed "a special tool",which he never did. I call the company several times that day to finally get a voicemail box, which I did leave a message during regular business hours. The next day, 6/5, I call and get a nasty, unprofessional representative who I tell her exactly what the tech said, that he needed a "special tool". She snarkly asked, "Special tool? He doesn't need a special tool. I will ask him when he gets here as he's late. He was supposed to be here already." She then promises to call me back later when he gets in and ask about this "special tool". Of course, she didn't. Four hours later, I call back and Cindy tells me, "Oh yeah, he has to order this tool and we can try to get it in by tomorrow ." We hang up. Cindy calls back 1.5 layer, tells me, " The tool came in, so we'll have the tech out tomorrow , 6/6 , between 11am -2p. I receive confirmation text from American Home advising Appliance Network would be out between 11am and 2. Once more, I have family waiting for the tech. Guess who DOES NOT call or text, nor shows up? You guessed it! The tech. I call App only to speak with Candace who says that she will have tech call me. The tech calls me 5 minutes later to tell me that, " I know that I probably should have called you earlier"-you think?!-& that the "special tool " never arrived yesterday as Cindy lied and said that it did. He said that he was behind on work and wouldn't be able to get to me for another 2 days!! NOT ACCEPTABLE!! I contacted American Shield to file a complaint. She advised that I couldn't switch repair companies as App had already been out. She was kind and accommodating and played liaison between me and App to reassure work would get done. However, Cindy advised American Home Shield that the "special tool" was a "timer". And no one at App could have told me that? After hanging up with AHS, I read the positive and negative reviews here, which the negative outweigh the positive. The reviews scared me so bad as I can see the consistent pattern of this company and how they have done other consumers . I called AHS and cancelled the order. I will have another appliance company go out. And I will be filing complaint with the BBB, the Attorney General's office as well as sending letter to WRTV investigates as the number of complaints which are so identical...

On 19Dec2016 for my wall oven and gas cook top. My home warranty HMS contracted Appliance Network of Franklin, IN (AN) to perform the work. AN diagnosed two issues, date was 21Dec2016 and parts were ordered for both units. 2 weeks later, AN returned to install the parts for both a wall oven and cook top. After the repair, both appliances had the same issue (not working properly). The issue with the wall oven has been resolved by my home warranty but I am still dealing with my cook top. The igniter was replaced and that did not fix the issue. AN then ordered an igniter spark module which took an additional 3 weeks. (At this time my gas cook top was still partially functional because only one burner was affected). When Appliance Network returned 13Feburary2017 to install the module I watched as the technician proceeded to take apart the gas cook top and in attempting to make the repair broke several other parts. The technician informed me that the unit is unsafe for operation. I smelled gas when the main gas valve was turned on so the gas was shut off and the cook top is now unusable. Two days later I called AN, because I had not received any communication as to the repair. As of 13Feb2017 I no longer have a usable cook top and a house full of 5 people. I was told parts would be in on 27Feb2017, no communication by 01Mar2017 I called AN who (Chelsea)who I have been dealing with since December, told me that part hadn’t even been ordered yet. I called my home warranty to file a complaint and told me when they call Chelsea the parts were ordered the previous Monday which was different than I was told. Chelsea (AN) now informs me that one of the parts ordered won’t be in now until 28 March. This is where my bigger concern is, I have safety concerns with AN repairing my cook top as this is a gas appliance and this is the 4th time they will have worked on an appliance for me.

HMS has informed me that they must give Appliance Network the chance to repair the cook top. My opinion Appliance Network is not capable of fixing this. The communication/ customer service is the worst I have ever seen. The fact that Chelsea has yelled at me the customer and hung up on me is justification that this company in unprofessional and my cook top will not be fixed to my satisfaction. I have also reached out to contact the owner of Appliance Network, J. Milligan and Chelsea will not even allow me to speak with him nor has he answered my...