Appliance Hero

I was put into contact with this company thru a Home Depot extended warranty. From start to finish the repair took 3 ½ weeks. My washer went down on a Sunday but I was able to talk to a Home Depot warranty rep that stated they would assigned my case to an area repair company. On Wednesday I was advised that Appliance Hero from Rockford would be contacting me with details. Friday arrives with no contact so I contact Appliance Hero’s to expedite the repair. I was told they only service my area on Fridays so it would be another week. They did say a tech would call Monday to go over more details of the problem. I told them it was obvious it was a flow valve issue due to the error codes displayed on the washer and the way it had stopped working. I never heard from anyone until Thursday when they called to change and confirm my appointment time. The appointment time was again changed the next day. The technician arrived and within 10 minutes came out and said that it was indeed broken and it was the flow valve. He stated they would have to order the part and probably couldn’t do that until Monday. I questioned him about why no one called to verify the issue so they could bring the necessary parts. He said this was a diagnostic visit and didn’t know anything about a missed trouble shooting phone call. The next Friday I was to be out of town so they offered to arrive on Saturday. The had never mentioned Saturday service prior. The following week they scheduled me for a Wednesday repair. The tech arrived and made the repairs with no other comments other than it was fixed. After the first load of laundry, I found a broken piece of plastic in the bottom of the tub, it was obviously a mounting tab. I contacted Appliance Hero to inquire whether the repair tech knew of the source of the broken part. They responded the next day and stated he had broken the old part removing it. I requested they send I picture of the old part so I could verify it was indeed from the old parts and I have not heard from them since. I did google the repair based on the error codes from the washer and was able to see the exact repair and a link to the parts. I could have had the parts in 2 days and the repair is no more than a 45-minute job. I can only talk bad of Appliance Hero after this encounter. With repairs like this one or two issues is understandable but the lack of communication, the changing of days, appointment times and the broken parts left in my washer with no forewarning is ridiculous. I could have done this repair faster and better myself.

Terrible. They came out at lease 4 times to do simple repair. In the end they broke the laminate top to my countertop. They did not offer to fix their mistake. Now I've got an at lease $500 expense to return my countertop to the state it was in.

If you want your appliance repairman to screw up several times and need to return 5 times, then Appliance Hero is for you. If you want the repairman to run a screw up through your countertop and bust a hole out through the top of the laminate and fracture it – then Appliance Hero is for you. Wife and I agreed it would have been better not to have bought the extended warrantee. For then, we were stuck with Appliance Hero.

It would be nice if your guys show up and answer your phone! Waited yesterday for your repair guy to show up only to find out, you reschedule the appointment without giving us a call. Last we checked, we are a customer! Schedule for today between 3:30 and 4 for the owner to come. Its almost 5pm, no show, no call and now no answer at your office. THIS IS UNACCEPTABLE! Since our extended warranty works with you, we have no choice but the Rockford community needs to know how your customer service or lack of it really is from your company!

STAY AWAY FROM THIS COMPANY! They are NOT a "hero" in any sense of the word or by any stretch of the imagination! Briefly: we have a 30 year old Sub Zero built in that needs repair; Frank, an experienced technician, came by to "take a look"; he assessed the needed parts and said that he could repair it but first needed to talk to an engineer at Sub Zero at the factory in Madison, WI; the next day I received an invoice for all of the parts but with a notation that Sub Zero recommended against repair. ***? No reason why was given. I tried to schedule an appointment with Katie, the office manager, I guess, who began making excuses (none legit, IMHO) as to why they couldn't/wouldn't repair it after Frank said that he could. She said that she would talk to Frank and that was the last I heard from them! They have refused to answer or return my phone calls and Frank has refused to respond to my texts to his iPhone. This is NOT a good way to do business. In fact, it is a terrible way to do business. Like Tim H., I will make sure that I tell as many people as possible to avoid this company like the plague! Thery are NOT customer oriented and seem to care ONLY about how much money they can make in a day. They are extremely unprofessional!

I do not recommend appliance hero. Called to request repair. Gave my dryer brand, model number and told them what was wrong with it. Part numbers for rollers, so they could do the repair when they show. Guys shows up 20 minutes late and has my repair listed as a GE fridge with no parts. Tells me my dryer needs new rollers and would be 3-5 days for parts to arrive. Then charges me $85 to diagnose...This is a scam people UPDATE! Just called Appliance Hero to check the status of my parts, because I left them a bad review, they did not order my parts and told me that their technician did not feel comfortable in my home because I was upset...UNREAL.

Great! Our regular appliance repair person was unable to help but referred us to Appliance Hero. Prompt, professional office, supported by prompt professional repairs. Promises made, promises kept. Would definitely use again, until our regular repairman gets back on his feet.

If there was a grade below F, I would mark it. Appliance Hero was sent out by my home warranty company to repair my built-in microwave. I submitted my request on November 2nd and finally my microwave was returned to me on November 28th! I had diagnosed the issue myself but it was going to be cheaper to have my warranty fix it than for me to purchase the smart board and replace it myself. They removed my microwave to take back to their shop the week before Thanksgiving. they told me I would have it back for the holiday. The Monday before Thanksgiving they told my warranty company that they would have it back and installed on Wednesday. On Wednesday they told me that they were busy and would try to fit me in next week! I posted my story on their Facebook site and the owner Frank Russo called me and told me if I didn't take my post down that he would make sure that I didn't get my microwave back. The guy kidnapped my microwave! I thought he was calling to apologize for my inconvenience and he called to threaten me. I didn't take the post down and true to his words I didn't get my microwave back until the week after Thanksgiving. Appliance Hero is more like Appliance Zero. Avoid these guys like the plague!

Service was excellent the problem was diagnosed, parts were ordered and installed in a very timely manner

I had a home warranty when I purchased the my home. I called for service one night when the refrigerator was running for an extremely long amount of time. They came out the guy noted it was not normally and looked around till he found something to "fix". Ordered the part and came back to put it in. Never scheduled when to put in the part just showed up. Put the part in and left. Then was supposed to call and set up a time to come on Saturday to come check the temp, never called said he did and moved on down the list. Eventually had to call the company to check where the heck he was they had to send him back, said he call 4 times and left voice mail my phone never rang once nor was voicemail left. Fridge temp was above normal 45 degrees and said he would report to my home warranty the fridge was not cooling. Waited 3 days called my home warranty company Appliance hero never filed a dang report. Had to wait another week for their "head technician" to take a look. He was not sure, showed him my digital thermometer reading 42 and he had me place a cup of water in their and let it sit overnight call on Saturday let them know the temperature. Called 20 times on Saturday, which their website said they were open no answer. Horrible service, would not recommended to anyone.

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Appliance Hero was able to repair our dishwasher after two other companies couldn't figure out what was wrong! They repaired it promptly and were happy to work with our Home Warranty company to submit the bill so that we would get reimbursement after we paid them. They are a great company and we enjoy working with them.

Was very pleased with the service that Jeremy performed. He was knowledgeable, punctual, and courteous. Based upon this experience, I would recommend Appliance Hero highly.

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They sent a guy out after I called them. It took him 30 minutes and he was superb. Their price was outstanding and they even had the part that I needed.

I came home from work for half a day for a 1 pm - 3 pm service appointment. They advertise same day appointments, but were actually unable to get us in for 2 days. At 3 pm, I called, and they said he was running behind, and wouldn't be there until 3:30 or 4; I still had to go back to work, so asked to reschedule. They said they would be unable to do so for at least a week. I would avoid this company. We ended up contacting Dean's repair service, who did everything right that Appliance Hero did wrong; I would definitely recommend Dean!