1 Step Appliance Repair, LLC

Needed a part. Company ordered and kept us informed re status. Repairman replaced part without any issues. Very responsive to questions. Professional and very pleasant to work with.

Had an appointment to fix broken refrigerator. Eric called and left a message. I have spotty service at home so missed the call. I called back within about 10 minutes (have call log to prove it), no answer, left message. I sent text message. No response. I called again 30 minutes later, no answer, left message. About 1.5 hours later, got call back from Eric. He told me that I didn't return call within 5 minutes and therefore he moved on to next job. This was stated in a very nonchalant, matter of fact manner, no expression of regret for any miscommunication, etc. We had been without a refrigerator since the prior day, and were desperate to have it fixed that day. Eric simply repeated that we didn't call back in time, and "we can't come out today, what do you want to do?" Again, very matter of fact and no empathy. Needless to say, I was furious. It was almost 5pm and we were not able to get someone else to come out same day, so had to schedule someone for next day. 1 Step has high reviews and may be good at repairing appliances, I wouldn't know, but they need some work on their customer service skills and policies. If it had been a broken dishwasher or washer/dryer, that's one thing, but a broken refrigerator is quite a bit more urgent and the customer deserves a little more benefit of the doubt...as in call back a couple more times, send a text, and allow at least 10-15 minutes to get call back. At a bare minimum just say something like "sorry we weren't able to connect and if there was any way we could come today, we would". Oh, almost forgot, Eric mentioned he couldn't come because he already had plans that evening. Well, our plans that evening consisted of throwing out a huge amount of food from the refrigerator.

Pleased with outcome although unit could not be repaired

Eric came promptly and checked it out. Turned out we had not installed the replacement filter cartridge properly, and he reset it. He only charged us a small amount, which was great, and said we could apply it if we needed to call him again about this within a month. Will definitely use him again if necessary.

unknown

On a Saturday morning, we noticed our fridge and freezer was not keeping our food cool, the temperature was rising and the fridge was beginning to leak. We called Erik from 1 Step Appliance Repair, LLC and after answering a few of his questions, Erik had diagnosed the problem over the phone. He arrived later that day and fixed our fridge and freezer, saving all of our food and saving us from having to purchase a new fridge. Erick was knowledgeable, courteous and professional. It's rare to find such qualities these days. I definitely recommend and would definitely re-hire Erik and anyone from 1 Step Appliance Repair, LLC. Job well done!