Conroe Appliance Repair

Horrible. They did not return my calls. When i finally got a hold of a person, which should not be as difficult as it was to do in the middle of a work day, they had a rude attitude. Never use these people.

I have a home warranty contract. That company subcontracts its local appliance repair issues to Conroe Appliance. I opened a claim with my home warranty company due to a problem with my refrigerator not working properly. A technician for Conroe Appliance came out on 11/25/15, and diagnosed the problem to be a defective defrost thermostat. He said the part would take one to two weeks to come in and they would then re-dispatch. Since I hadn't heard from anyone at the two week mark, between myself and my wife, we left four VM messages at Conroe Appliance (one can NEVER speak to a live person there) over a two day period to no avail - no response whatsoever was received. After escalating the issue with my home warranty company, we were finally contacted at the three week mark and a technician was dispatched yesterday, 12/17/15. The technician replaced the part and said that it would take ~five hours for the refrigerator and freezer to cool down to the appropriate temperatures. After a couple of hours of his departure, we noticed the display on the refrigerator had an error message of SY EF. A quick google search found that to be reflective of an Evaporator Fan problem (defective evap fan or wiring issue). At this point, the refrigerator was completely broken in that the temperature is at 60 degrees (as opposed to the 37 degree setting). I contacted the home warranty company and Conroe Appliance (left VM) that same afternoon (12/17) and requested a re-dispatch for the technician to fix what he broke (he also failed to properly install a plastic panel in the back of the freezer because he never could figure out how to replace it). I received a follow-up call from Trish at Conroe Appliance on 12/18, at 8am. Ultimately, she said that she would need to get back to me to let me know when the technician would return. At 2:55pm that day, I received a call from Alison at Conroe Appliance, who said that the technician was on his way to my home. I told her that it would take 45 minutes for me to get home and that no one had given me a timeframe as to when he might return. She said that she would have to contact the technician to find out if he could wait. She called me a few minutes later to say that he could not wait and that I had been given a timeframe (she initially said that she had given me the timeframe, but when I challenged her on that, she said someone else had). I told her that is absolutely false as I would have done anything to be home to get my fridge fixed after a three week delay. I also said that it was unacceptable that the technician could not wait since he was the one who broke my refrigerator. I asked to speak with her supervisor. She said she was the supervisor and hung-up on me. I was absolutely shocked and appalled by that and heard from no one since. Ultimately, after a scathing review on Yelp, combined with a second diagnosis from a different subcontractor, the home warranty company agreed to replace my refrigerator. To say that Conroe Appliance has substandard customer service would be a gross understatement. It's no wonder they have an F rating with the BBB.

I got scheduled with Conroe Appliance Repair through my home warranty company. The technician was supposed to show up between 2-4, and at 3:30, was still not there. I called the office and got a call a few minutes later after they figured out where he was. Now, at 3:45, I was told he would not be there until 4:15. No explanation as to why he was running late. When I asked why I hadn't been called and told earlier that he would be late, I was rudely told that "they [the office] get busy and cannot follow up with their technicians every hour on the hour to check and see where they are." I don't know what sort of customer service training this girl had been given, but that is not how you treat customers. Then, she said we could reschedule to another day, but "not tomorrow, as we are already booked up for the day." So they think they can miss an appointment then tell the customer it can be rescheduled at the company's convenience, not the customer's. Unbelievable. Anyway, I told the office I would expect him at 4:15, and if not, I was calling back to cancel the appointment and get another service provider through my warranty company. Big surprise, the technician was not there by 4:15. I called the office, and no one picked up. Why they weren't picking up during office hours, I'm not sure. Well, right after I tried calling the office the technician did show up. However, he didn't give any explanation as to why he was late, and acted as if it didn't matter that he was late because he had showed up. Clearly, this company has no consideration for the customer's time. He started to look at the oven, but said that his tool that would measure the temperature inside the oven was broken and he needed to order a new tool. That would take two weeks or so to come in. Not sure why they scheduled an appointment and had him come out if his tool was broken; my service request specifically said that I thought the temperature was not right in the oven when it was on. So now I'm supposed to wait two weeks for this part to come in and then have them come back out to continue to diagnose the problem. I am thinking I will never see the guy or the company again. I left a message when I called back to the office to complain asking that someone call me, and no one has yet. Avoid this repair company if you can. Hopefully my issue gets resolved, and if it does and the service is better, I will update my review/add a new review.

unknown

After several visits by a technician, the refrigerator was not only not fixed, it was in worse shape than ever. Within a month of their their work on the refrigerator, it had multiple problems it did not have prior to the work. It began to overcool more than before, developed a chronic leak, and lost its digital readout function. I called them to ask for follow-up help and they not only refused to offer any kind of assistance, but were completely unprofessional and belligerent in their handling of my complaint.