Broad Ripple Appliance

Call was handled professionally. Dennis was on time and gave me good advice on avoiding the problem in the future.

I called a couple of appliance repair places on Angie's List. One company I spoke with, I felt, had hidden fees and it wasn't until I spoke with them over the phone that I found out about the hidden fees. The information on Broad Ripple Appliance was exactly what they do and change. I felt the information was accurate and it set a proper expectation. The technician was professional, knowledgeable, and helpful. He fixed the problem quickly and to my satisfaction. I would recommend them to other Angie's List users.

They showed up when they said they would were professional and the job was done well. to my satisfaction. Great company to work with

Quick background: My wife and I had just brought our first born child home from the hospital on Sunday the 29th when we discovered that the fridge wasn't working properly. With a newborn and two tired and hungry parents, a functioning fridge was essential equipment, and a pretty urgent need as well. I immediately searched Angie's List for recommendations for reliable and honest service. On Monday at about noon, after a look at Angie's List's Large Appliance category, I called 3 other companies before getting to Broad Ripple Appliance (BRA). They were the only company that had a chance at getting to me that day, or the day after at the latest. I talked to Beth Ann on the phone and she scheduled me for Tuesday between 10-1 but said there was a chance that the technician, Dennis, might be able to fit me in around 4 that afternoon. Perfect. Beth Ann called me at about 3:30 the same day and said that Dennis was on his way. There was mention of a $59.95 charge for the service call which I agreed to. The price for the repair would be quoted once Dennis determined the problem. I asked Beth Ann if there was anything that I needed to do to prepare the fridge for Dennis' work (such as empty the fridge / freezer). She said "no". Dennis arrived shortly after and came in without offering to take his shoes off or anything. He then set his tool bag right onto a counter that had a pile of mail, personal letters, a candy dish, etc, without asking if that was a suitable place for his dirty tool bag. After that, he proceeded to pile up the contents of our freezer onto any available counter space, no matter the fact the presence of clean dishes, a bag of chips, etc. Once the freezer was empty, he pulled the back panel out (which was now "sweating" and dripping water all over) and set it next to his tools on the counter, right onto a pile of mail. I considered all of the above to be totally unprofessional and inconsiderate. However, he seemed to be capable of fixing the fridge so I didn't say anything. At this point, Dennis told me that the fan needed replaced and that he might have a replacement in his truck and if that was the case, the repair would be "about" $50-$75. I approved. He proceeded to then install the fan upside down but didn't realize it until he had put everything back into the freezer, dirty hands and all. After discovering his error, he unloaded the freezer again, only this time, I stepped in and set all of the dripping boxes and bags into the sink myself. At this point, he realized that the fan that he just installed wouldn't work because of the direction of airflow when installed. A replacement part was needed. He got the part number off of the broken fan and said that he would probably be able to pick it up and come back the next day to install it. He estimated the fan would cost about $75 with an additional $50 to install it. While that seemed expensive, I agreed to the quote. BUT THEN, he asked for payment of $59.95 for the service call. I asked if the service call charge would be taken off of the final bill and he said no. Confused by this pricing, I said I would call and ask Beth Ann. The next morning, I double checked the other companies I called before calling BRA and they all had similar policies regarding "service call charges". The charge would be X dollars for them to come to your home but if you opted to have the work done, the service charge was waived and the cost of parts and labor were charged. Now, maybe I misunderstood but I thought that this was BRA's charging structure also. I was obviously wrong. ALSO on the issue of pricing, I did a quick internet search and found the part that Dennis quoted me at $75 at several online retailers at an average of $25. $35 was the MOST expensive price I found. At this point, I called Beth Ann at BRA and explained my above thoughts. When I mentioned that, after Dennis' quote, I would be paying nearly $185 for installation of a $25 part, that I might have to search elsewhere for my needs, Beth Ann turned slightly short and cold. She mentioned that the service call charge was added because Dennis had to go pick up the part, come to my house twice, etc etc. I thought that that constituted "labor"....She said she would have Dennis call me with a firm quote. A firm quote? What was I given before? A soft quote? One to fluctuate up and down? By this time, I felt as if I wasn't receiving fair and balanced service. Truth be told, I thought I was being taken.... So, Dennis calls me and says that the part will be $50 and labor $60 and that none of the $59.95 that I already paid has anything to do with the additional $110 charge coming my way. I begrudgingly agreed because I needed my fridge to work ASAP and he came and replaced the fan in about an hour. I did receive $10 off thanks to an Angie's List coupon. In conclusion, the work itself was satisfactory and BRA's communication and punctuality are right on point. The reasons that I will not recommend them or use them for future needs would be the lack of professionalism Dennis showed while at my home and the wishy-washy nature of the quote / pricing structure. My general feeling was that they knew that I was in a pinch and they could exploit that to charge whatever they wanted. Also, I have learned my lesson about clear "service call" charges: Don't hire anyone who won't credit you that charge if actual work is performed. I COMPLETELY UNDERSTAND that these charges are necessary to cover costs in the event that work isn't performed but to have it become a revenue source for service companies is wrong in my opinion. Final cost: $161.54 (Service charge: $59.95; Parts & Labor: $111.59 (-$10 for AL coupon))

EDIT: The owner has called and will refund the cost for the refrigerator parts. This is about the best outcome I could have expected after 70 days. I called for a repair to my oven and the repairman, Dennis, got the part number wrong and didn't have the replacement part. I asked him to look at my refrigerator ice and water dispenser, since it was costing me $70 for the service call. I asked him to determine how much it would cost to fix and would approve the work if less than $200. He called me back in a week and told me he had the part which he thought would fix the fridge and the oven part and would come out to install them. The oven was fixed correctly but the fridge part didn't didn't help. He charged me $159 for the fridge part, $50 for the oven part and $122 for labor for this service call and told me that he would get me the other fridge part for free and call me back the next day. I finally called two weeks later to ask if he had the part and he told me he would get it and have the scheduler call me. After waiting another two weeks, I called back and asked to speak to Dennis' boss. Dennis called me back and seemed surprised that I was angry because it had been a month and my fridge still wasn't fixed. I asked to talked to his boss and one has called me back. It has been weeks.

I called and made an appointment with this company advising I needed work done on an LG brand dryer. I asked if they familar with LG products, I was told yes. When the worker arrived he proceeded to take the machine apart and seemed unsure of the location for the heating compartment. He became frustrated withe machine and eventually broke the door latch. He said he would pay for it himself. By the end of the first visit I was advised that parts would have to be ordered and it would be a week before the parts would arrive. When I called to follow up (a week later) I was initially told I was not in the system. I then expressed my dissappointment concerning their familiarity with the LG brand. I was told the worker had worked on LG machines before. I received a callback saying they could come to my home today (Tuesday July 10, 2012) during the afternoon. I already had plans for this afternoon. Now I have to cancel those plans.

Great Job - from the helpfulness of the receptionist to the prompt and affordable service offered. It is a rental property and I originally called Sears applicance repair because it is a Kenmore. That was a terrible experience - from the call being answered in India to their unwillingness to work with me for payment (I wanted to give them my credit card number to bill it and they refused and when explained the situation - would not help to resolve it,) I then called Broad Ripple Appliance and the whole transaction took 5 minutes! The woman who took my call was so helpful and pleasant after my horrible previous call to Sears. Serviced my machine - price was right. Great Job!!

Described problem to Broad Ripple Appliance and I speculated it was a blown fuse. Technician was dispatched the next day. I called other appliance repair services in the area and was told it would be 3-8 days before they could come to my house, so I hired Broad Ripple because they could come the next day. Trip charge was $69. Tech service time was $58 (for less than one hour). Part was $21. It was a very basic repair to replace the fuse.

Our frig/freezer died over the weekend. With no one being home at the beginning of week I finally was able to call for a repairman to come out and see what the problem was on Tues. Came out on Wed and determined that it was the terminal overload and that they would have to order it and he would return to install it. Comes on Thurs to install overload and in testing it discovered that actually it was the compressor which he told us they don't do. Since the cost of a compressor was around 400 or so we decided to bag it and figured it was time for frig shopping! After the repairman left the owner?/partner? of the company (Jim Krier) called and said he had been told by repairman that we were living out of a cooler, which we were -sort of. He stated that he had some scratch and dents at his shop if we'd like to take a look. We went to Lowes and checked out prices then went to the shop and ended up buying a new frig at very, very good price that Sat.They did a SUPER job of delivering the frig and taking out the dead one! We live in an old house so doorways are narrow and not "conveniently" placed. Had to come in by way of down a rock wall, a patio, a deck-with steps- and thru the french doors in the living room and then thru a doorway with inches to spare! I thought it was quite a feat and great job! Would definitely use them again if needed :)

Well I'm not sure how this company's getting all these A ratings, here's what my experience was like: Called them to fix a refrigerator that was getting warmer and warmer. Told them I thought it was leaking freon, it had happened before. They promptly sent someone out the next day. Technician looks it over, says it probably has a freon leak. Says the wrong valve has been installed on this fridge and it won't seal off the freon line properly. I agreed, it probably was leaking freon. Technician said he wasn't qualified to install freon so he would have to have someone else come out.Hmm, that's inconvenient. But whatever. No word from them that day or the next, so I call back and ask about it. Technician who came out originally says they don't have "anyone qualified" to install freon in a refrigerator. However, they do have a dandy fridge they can sell me for $499!So, I spent $60 to have you tell me my refrigerator is broken, which I already knew, and you can't or won't fix it? How about my money back then?Let me check with the boss.Nope, can't do that. Boss says the real problem is it will cost more to put in the freon than the fridge is worth.So I'm not sure what the real story is here: Does the company not have anyone able to install freon? Or is it that the freon install will be too expensive to be worth it? Is that because they have to hire a qualified person from somewhere else to do it, or is $150 labor plus the freon at $15 an ounce their normal charge? Conclusion: This company should not be in the business of repairing refrigerators if they can't or won't install freon. It's what makes a refrigerator cold. It'll be coming up again and again in the refrigerator repair business, count on it. So when a customer calls and says "I think my refrigerator is leaking freon, it's getting warmer and warmer," you tell them to call someone who can help them. You don't send someone over, tell them they can't perform the repair you need, and charge them $60.

Our 12-year-old in-the-wall microwave stopped working. After being told by one repair company that it could not be repaired, we took the microwave to Broad Ripple Appliance. They were not sure it could be repaired, fearing that replacement parts would no longer be available through the company. They said that, if necessary, they'd try to get used parts from eBay. But it was repaired and re-installed within three days. It works perfectly now. After paying the repair and installment bill, we realized that we had not remembered to ask for the $10 off from the Angie's List coupon we had intended to give them. We telephoned their office, explained the situation, and were promptly sent a check for $10 enclosed in a cordial letter thanking us for our business and suggesting that we might want to send a report to Angie's List. We were delighted to oblige.

They came out and pushed a button and got it working again. I didn't realize that was all that need to be done. They still charged me to come out, which I thought was a little unfair but I guess that is the price I paid for not knowing. I would probably use them again but I don't have a lot to go on since he didn't do any actual work.

The repairman arrived right on time and quickly assessed the problem after examining both the range and the outlet. He advised us that the range was not getting sufficient voltage which caused it to shut off. He instructed us to contact an electrician and told us exactly what to tell them. He then put the range back together and told us that although he did not think the range was damaged, that we should call him if it did not operate correctly after the necessary electrical issue was resolved. He also told us that the service call was good for 30 days and we would not be changed again for that if he had to return. The repairman was very knowledgeable, pleasant and we greatly appreciate his warning.

This was my third experience with Broad Ripple Appliance. Two of the visits were punctual and very professional. One visit we did have some issues with a visit outside of the scheduled time. It was all worked out The technition is friendly, helpful and knowledgeable. I have found them responsive and honest. In one instance, I was "talked out" of a repair as it made more sense to buy a new appliance. I will certainly recommend them, and use them again should need arise.

As I write this, I have spent another morning at home waiting for Broad Ripple Appliance to come (supposedly fix the washer that they didn't fix when they first came out in September) only to call them and find out that they forgot to put me on the schedule. In short, I will never use this company again. They have been completely unprofessional, unreliable, and downright rude at times when trying to get this issue resolved. They first came out and it took them almost two weeks to get the part in that they said would fix my washer. $250 later the washer is still not spinning correctly. It took them over a month after I called them back to get the part that they now say they need to fix the washer and it is only in because I had to call them twice and inquire about why I still hadn't heard from them. The first time they told me that they had forgotten to order the part and the second time they had no excuse. They were scheduled to come out last Wednesday (two months after the initial visit) at 8:30 (first thing so they could finally get it fixed) and we got a call at 11:30 saying they forgot the part that they need to open the washer at home and didn't have time to go and get it. They were then scheduled to come at 8:30 this morning (we were told we would be the first stop) and when I just called the receptionist was completely rude and the repair guy said that he must have forgotten to put us on his schedule and had the audacity to act annoyed that I wouldn't rearrange my schedule so he could come later today. They are now scheduled to come on Thursday, hopefully this issue will finally be resolved. I had used this company before but I will NEVER use this company again and I am only using them to finish this because I don't want to pay another company another $200.

Quickly repaired wires which had caused short and failure.

My washer wasn't working. The day before, I was given an appointment window of 8 to noon. I got a call at 12:45 from the repairman asking for directions to my house. He said he would be there in 20 minutes. He showed up 40 minutes later. He looked inside my washer for a service manual but could not find one. He thought the problem was in the panel. He said he would look for one and call me the next day with an estimate. The plus: I felt he was honest. He didn't pretend to fix it or feed me a line. I was not charged for the service call. (Their standard charge is $50 - the receptionist told me it's $50 regardless). The minus: I wasn't called the the next day like promised. I was called by the receptionist 5 days later telling me the repairman found the manual for my washer. I told her to forget it. I wasn't going to wait around while my dirty clothes piled up. BTW, I have found out that most repair manuals are available on line. I have a friend that loves this company and highly recommends it. Unfortunately, my first (and most likely last) experience with them wasn't great.

Sorry. No service was performed. I went with another company.

I've never had any trouble with the refrigerator. Within in an hour and a half of my call to them, they were here setting up the washing machine for me. I bought it without seeing it, and I've been very happy with their service. It was fabulous. The fee for the washer was a very acceptable fee.

See above....in short a very bad nightmare!

Service was performed well and in a timely manner.

Dennis was quick to answer the phone and was straight-forward on what he thought the repair would cost. He seemed knowledgeable about what the problem was and what it might take to fix it. Gave estimate of $150-$175. Gave information on the warranty of parts they would replace.

I was assuming that we would have to get a whole new gasket for the refrigerator, but the guy used a hair dryer and fixed it. We didn't have to spend a whole lot of money getting a whole new gasket around the door frame. Their service was pretty good. They came over the second time and they actually did a number of things to try to fix it, but they never did fix it. They tried several things and we never paid a cent. They were willing to come over here and no labor fee was charged. They were willing to come over about 3 or 4 times and try and put in various things at their cost. Because it didn't seem to work, they were fine with not charging us for it. They just seem like the kind of company that really is trying to help you out and doing what it takes. We also found out that this particular refrigerator has inherent problems and it's not unusual that they weren't able to fix it. I thought they were fair pricewise. The price was zero the second time.

Excellent experience. See above comments.

I first contacted Broad Ripple Appliance late December 2010 because the dryer wasn't completely drying loads of laundry. The technician came out, examined the dryer, suggested that it need a mister but said that it was expensive and recommended we not use the timed dry but use the dryer on other settings. We called them again in April 2011. A different technician came out ( he was late) and noted what we told him - that the dryer didn't dry except on high and after multiple drying times. He replaced the heat sensor (not the same day - it wasn't in stock). When that still didn't work and I called him the next day he came back and THIS TIME he pulled the dryer out, asked for a pair of pantyhose, which he attached to the dryer AND ONLY THEN did he determine that the problem was the dryer vent and not the dryer. I had to call a vent cleaning company and spend an additional $150 to have the vent clean and $221 to have the vent cap replace with the correct cap (on the roof). I feel that the appliance repair technicians should have checked the dryer vent first. That would have saved me at least one repair visit from them and the cost of replacing the heat sensor.