Appliance Express — Local services in Georgetown

Absolutely terrible company! Bait and switched! Over the phone with Whirlpool it was confirmed I would be covered for all parts & labor for 5 years and I was within that timeline. No mention of any service fee to come out. It was explained that I would have no out of pocket.

The scheduling department of Appliance Express called me to quickly get set up with repairs. They were super friendly and efficient to get me in quickly. The problems all started as soon as the rep Lou walked through the door. I could tell immediately by his body language that he was looking for a quick shift punch out and go off to lunch and didn’t want to be bothered to get into this repair.

He was very abrupt in his communication and asked who I had come out before him and I explained a small one man business and he started down talking them asking if they even spoke good English and all sorts of disparaging remarks instead of focusing on fixing my damn refrigerator.

20 minutes went by and he had no fix and then proceeded to tell me I’d need to pay a $149 fee first before he could go further. I said no, nothing was mentioned about a $149 service fee in fact Whirlpool confirmed I’d be covered. He said the dispatch team always tells the customer about this. Well guess what, no rep told me this. He proceeded to be combative. I started calling the office and he started to pack up. Complete jerk. As I was on the phone with the manager for Appliance Express he made zero effort to try to remedy the situation and basically told me to take a hike.

The manager on the phone was also just as useless and instead of trying to make good on things she made the situation worse by saying “well we only tell customers about the fee if they ask”. Are you kidding me?! First it was supposedly covered as per Whirlpool so I already felt like Appliance Express was pulling a fast one, but it was confirmed they are untrustworthy as the manager straight up said they hide that info unless someone asks. lol. That’s awful.

I wrapped up the call explaining they should look for an incoming Google review. And that was her chance to try to remedy it but instead of that she got snippy and said well will look forward to it! And I hung up. Absolutely irritating experience and waste of my time and day.

Now I’m back to square one trying to find a competent repair company that is friendly and reliable. These people are not it! Steer far away unless you want to get...

UPDATE

Two days after this incident, I heard from Appliance Express. They were very apologetic about this incident and offered to send a technician to complete the repair on that same day. A new technician came and professionally completed the repair (now that the refrigerator was fully defrosted). Recovery was spot on, although I still think I should have been contacted on the day of the event, not 48 hours after. Also, removing a star because this incident should not have had happened in the first place had the first technician followed the proper steps to complete this repair.

They sent a technician to my home today to service my refrigerator, who was unqualified to complete the job, he did not know how to execute simple tasks like turn off the refrigerator. He initiated a repair that could not be completed because parts of the refrigerator had iced built-in, broke the piece that was going to replace, and then asked me for a hairdryer to try to fix things (!) I could only hear the cracks on my $5k refrigerator as he was putting all of his weight to try to remove the ice built.

Clearly, the right process would have been to switch off the refrigerator, let it thaw, and come back for the repair the next day or in a couple of days. The technician himself admitted to this.

The fact that this business does not have an emergency line or a way to contact them when these things happen is terrible. its Saturday and now we have to wait until Tuesday after 4th of July to report this issue. The worst part is that my refrigerator looks completely broken now, and nobody has reached out to say or do anything about it. The only reason I called this provider is that they are supposed to be the official KitchenAid repair crew here in Austin. Instead, they sent an amateur who was trying to learn how to repair a refrigerator on the fly from an iPad who admitted that refrigerators are not his expertise.

Not only this ruined our 4th of July weekend, but it is also spoiling all of the food we still had in our refrigerator that was still getting chilled from...

edit after owner’s response Super impressed with the owner’s response to the review—it was professional, thoughtful, and showed a genuine commitment to great service. It’s clear they care about their customers and take feedback seriously! I genuinely hope it’s made right- we desperately need honest companies to bring back customer service!

Little frustrated with this company. I have used them several times for other appliances, but this call in particular has me worried. I called for my dryer. The drum seal came off so I called to have it replaced. I knew the problem because the seal was literally in my laundry. They said that didn’t matter they would still have to come out and do their diagnostic test. I asked if I could give them my model # so they could have the seal, she said it didn’t matter. So of course tech comes today and it’s the drum seal and he doesn’t have it with him, he has to come back next week. Today I paid $170 for the diagnostic test. Next week when he comes back, it will be $279.99 for labor and $69 for the seal. The dryer still ran before he arrived. Still heated, but was loud and grainy. After he left, it wont tumble and won’t heat. Soooo now what do I do- risk him coming back and paying the total of almost $400 for the repair but now after he touched it, it’s not working at all, so them saying it needs more repairs, another order, more wait time and more money? I don’t want to say they are shady, but definitely feels unfair. Especially for a repeat customer who referred multiple people to them. Not to mention having kids and not being able to do...