Doc's Appliance Service — Local services in Utica

I debated on writing a review because you have already shown me that it ultimately doesn’t matter but I wanted to write this to let others know about my experience and then they can decide if they would like to do business with this company. I initially contacted this company in May 2024 to come out as our LG fridge (just the fridge portion) was feeling cool but not as cold as it should be. The initial technician came out and looked at it and determined we may have stacked some food up too high in the back top portion which was preventing air flow to the sensor. We paid for our service call and hoped that solved our issue. The technician who was kind (but a little too talkative) informed us that if the issue persisted, they would come out within 30 days free of charge for the same issue.

Ok fast forward to now the end of June. I sort of suspected the fridge still wasn’t cooling properly but thought maybe it was just in my head so I kind of dismissed it. I decided to buy a thermometer off Amazon to confirm if I was crazy or not and the fridge was reading around 51-53 degreees when set at 33-34. I called the company and asked if they would be willing to come out again since it’s for the same issue and I completely understand we’re past the 30 days but was hoping an exception could be made since the issue was not fixed. The person I talked to on Monday said they would check and see if that was possible. No one ever called me so I called back the next day asking and the lady who I talked to was pretty dismissive and told me that they would not be willing to waive the service fee but maybe she could take “half off if our repair ended up being a lot of money”. That didn’t sit right with me but I just said ok and called it a day.

I decided to call back today 6/26 and speak with a manager because I feel like someone would be willing to look at the circumstances and waive the fee to make a customer happy. Well I got the same person today who basically told me “yeah, I was the one who talked to you” and she said well the fridge was working right after last time and I told her no it was not but I thought I was just imagining things. She said they would not make an exception and they hold to their 30 day rule. I completely understand rules but is it worth losing a customer who would bring you more business in the future? I guess it is because I told her I found another local company and if she would not be willing to waive the fee then she could just remove me from the schedule. She pretty much said again in a very I don’t care sort of way “well sorry we couldn’t help you out” and that was it.

I am going to be letting friends and neighbors know about our experience. This whole situation just really irritated me. I’ll just take my business elsewhere which I already have. I’m very picky when it comes to customer service and I have worked in that industry before so I know how to talk to people. I guess that just isn’t a value of some of the people who work at this company. I’m only rating 2 stars because the other interactions I’ve had were ok although the technician maybe should have focused more on the issue rather than telling me his vacation story and maybe the issue would have been fixed completely the first time? I’m not asking you to fix the fridge for free I was just asking to have the fee waived to have this obviously bigger issue fixed and I was prepared to pay...

This is just about MY experience with Doc's appliance. I like to read reviews both GOOD and BAD and then make my own decision on using a product or business. My experience was not good. The technician that came to my home was not in the least bit friendly. I had three things i wanted evaluated. My oven door (hinge problem) by stovetop (burner doesn't light) and my refrigerator (light switch was bad). Let's start with the stovetop. This, of course, lit on the first try. Fortunately every try after it did not. After some evaluation, he told me I needed a part that no longer was produced so "too bad." (Great, that was helpful). The refrigerator light could be replaced but would cost $40 for the part and $120 for labor. I said no way, used youtube and replaced the switch for $17.10 and about 10 minutes of my time. The oven door (I wasn't going to mess with this) was going to be roughly $500 and he had to order the parts. Well, a month later, my wife asked when it was going to be fixed. I called the store and they said, sorry, the part I needed was no longer made and that they didn't know why I was never contacted. My money was refunded pretty promptly which was good. Well...I looked online and found the part that needs to be replaced and ordered it (after confirming with Thermador that it was the correct part and the it was no longer produced) Sadly, the part that was "ordered" by Doc's, was NOT even the correct part. I don't mind not having the original part. Getting the correct replacement part for under $200 is way better than either an oven that doesn't work or a greater than $3000 replacement oven. And that burner, there was a loose connection that I fixed and now it works every time. Will I use Doc's again in the future, NO WAY. Will someone else have a better experience, surely they will otherwise this business is not going to survive. Of note, the manager Matt and the woman that answered the phones were very nice. The lesson I learned is that youtube and a nice web search and a little know how (and luck) will save me a...

GO TO...ANYWHERE ELSE! I don't even know where to begin recounting the story of just how horribly they treated me and how insulted I feel. If I could give them negative stars, I would. They discriminated against me and insulted me TWICE! I happened to be driving by one day and went in on a whim, figuring I'd conveniently knock out a quick errand. After I explained what I needed done and what days/times would work for them to come to my home, they basically told me that I couldn't afford their service because I live in Detroit. Now, although I am a resident of Detroit (and a proud one at that) I am very close to the border of Grosse Pointe. Mere feet, actually. After being insulted and turned away, I searched for another repair place for a few months but couldn't find one. I finally broke down and called to ask if they knew of anyone who is closer to the Grosse Pointe area. The woman on the phone told me that they go to Grosse Pointe all of the time and that they'd be happy to help me out (she was really nice). After I explained to her what happened the first time and that I live literally right on the border she asked for my address and zip code and put me on hold. When she came back, I was told that they "have to draw their line somewhere" and was given the name of another place that might be willing to help me. Thanks but no thanks. I don't want to work with anyone affiliated with such narrow-minded bigotry. For those of you who are scanners and not readers, I will reiterate. Do not take your business here. If they are in the position to insult people and refuse their business just because of some ridiculous, preconceived notion they may have about that person based on where they live then clearly they don't deserve it anyway. To quote Julia Roberts in Pretty Woman; "Big mistake. Big. Huge. I have to go...