Ace & Henry's Appliance Service — Local services in San Angelo

Bottom line: Do not purchase from this business! Every experience following the initial purchase has been difficult and left us with an increasing sense of buyer's remorse. The owner, Sue, is very rude and constantly interrupts you while you are speaking. Every scheduled visit from delivery to repair was missed and needed to be rescheduled several times. There are several reasons why I caution you not to spend money here. Continue reading if you want more detail, but you can save your time on both fronts by just looking for another source for your used appliance needs.

Terrible customer service is primary reason for the one-star rating. Second reason was failure to honor the warranty. Our first experience with the owner, Sue, was positive. She told us how her husband was former military and how they’ve run the business for several decades. She helped my wife and I find a refrigerator in the price range that we wanted, included warranty and delivery five days later. That's where the trouble began.

The delivery person never showed on the scheduled day. We called at 5pm and were given an apology, and were told that he would come back the next day and call us prior to coming, so we could ensure we were home. We were clear, “yes please, do call since we put all errands off today while waiting for him.” He failed to call the following day, and when we weren’t home, decided to leave the fridge on our back patio. When we discovered this, we called Sue. We were told that the delivery person was in a hurry and figured "we could just move it inside by ourselves." We explained that we do not own a dolly, the house we are renting has wood floors that we don’t want damaged by us dragging a fridge, and we aren’t from here, so we don’t know anyone else who could help us move it inside. This had all been explained once at the time of purchase, but we repeated the whole explanation again. We told them that we could not "handle it ourselves” and scheduled yet another time for someone to come with a dolly to move the fridge over the threshold and into the house.

Within a week we noticed water pooling at the bottom. We called the store to schedule a repair visit. Again, nobody showed up when they were supposed to wasting an entire day of my wife's time. When we called about it we were given the same excuse that "they were busy/running behind today." When the repair man (the owner's husband) did show, he was pleasant and, when he learned of the problem, was confident he could fix it. The repair took about 30 minutes and he left. Unfortunately the story is not over.

We soon noticed the fridge and freezer weren't cold. Googled the problem and found some easy things to check, one of which was the compressor fan on the cooling unit. Upon checking the fan we found it had been unplugged. So, we plugged it back but then noticed the bottom was again pooling with water. This led us to the conclusion the repair solution had been to unplug the fan, which rendered the fridge useless. At this point we were fed up with dealing with the multiple calls and sitting around all day waiting for a repairman who doesn’t show, and decided we would have to live with water pooling in the fridge and routinely mopping the bottom every four days.

Fast forward a few more weeks and the compressor started showing signs of malfunction. We felt that this was our last opportunity to try and get the store to honor our warranty so we gritted our teeth and called the store. The conversation was not pleasant. Sue was rude, argumentative, condescending, and ultimately unhelpful. Rather than trying to work with us, she blamed us for waiting to call. Given our previous experiences, can you blame us for not wanting to call them? We were told that she would call us the next day to schedule another repair. As expected, no call was received. We are sick of dealing with this company and will look for a...

DO NOT BUY FROM THEM. I needed someone who’d deliver cause I don’t have a truck and they deliver so I went with them. They sold me a broken machine, I called them a week later, they picked it up, brought it back, it worked on and off for a 3 weeks, finally completely broke down again, called them back and they absolutely refused to do anything about it, said that that happens to brand new machines also. Never happened to any new machine I’ve ever had. Said they’d have to charge me if I brought it in for them to take a look at. One gentleman did answer the phone once and apologized and said they’d make it right, next time I called, it was the main lady who said the gentleman was an old guy who didn’t know what he was talking about. No care for their customers. Now she has my money and I have a...

I bought a refrigerator for a restaurant we are opening that has been under construction. I bought a refrigerator from this establishment but had not had it plugged in until ready to use. The fridge came with 1 month warranty and today is a couple of days over a month and the fridge does not cool. We asked the owner if they can fix it since it is just a couple of days over and she refused, we presented our receipt as well. Now I am out $700 and need to look for a new fridge before opening day. I will never purchase another appliance here again. I feel like she knew the fridge did not have much time until it finally went out and that is why she only gave 1...