Via Appliance Repair

I called VIA on Tuesday morning for a Freezer repair and their Tech, Alex, was at my door promptly during the time frame given to me for service. Upon arrival and discussing the freezers problem with Alex he knew right away what was wrong with the Freezer and set to work. Within the hour he was finished with the repair and heading out the door. Alex was courteous and friendly and very knowledgable about his work. Would I recommend VIA Appliance to anyone and everyone, absolutely. This is a company that goes above and beyond to make their clients happy. From the minute you place your first phone call to the time they complete the work the customer service and professionalism is top notch. After your initial call and set up of appointment, VIA provides you with automated contact that keeps its customers informed every step of the way until their Tech's reach your doorstop. This makes VIA a step above the rest. A very satisfied and repeat customer, Mary, Crownsville, MD

Terribly. Repair was not successful and the company will not return phone calls to find a solution.

Terrible. About 3 weeks after VIA's repair, we used the oven for the first time. The oven door fell off the hinges and onto the floor and our daughter's foot (thankfully she was not injured). The stainless steel facing was damaged, and the tempered glass window shattered. We called VIA immediately. We were told that VIA would replace the hinges, but that other repairs would be our responsibility. VIA did not send a representative to look at the door, or to assess whether its work was at fault. VIA did not apologize, and otherwise did nothing to correct the situation. We heard nothing more from VIA until we sent a demand letter and threatened to sue for damages. Then VIA apologized for the inconvenience, and sent two representatives to look at the door. They took pictures and left. Another week passed with no contact from VIA. When I contacted them, they let me know that the parts are not available to fix the door, and that in any event they are not accepting any responsibility for the problem. The oven was in our house when we bought it in 2007. We have used it regularly for 9 years with no problem, other than that the oven door did not shut securely. Three weeks after VIA repaired the door, it fell off, crashing to the floor, and making our oven unusable. Now, we will have to replace the oven, and probably the microwave that sits above it as well. VIA's response? Silence. Crickets. They are terrible. VIA is an authorized repair company for Whirlpool and Jenn Air. Avoid them at all costs. If you call Jenn-Air or Whirlpool for a referral and they tell you to use VIA, keep asking. I wouldn't let a VIA repair person in my house again.

unknown

The technician was fine and fixed the washer but from the start told me that the service people had neglected to inform me that the $120 (for just showing up at my house) "Service Call" did nothing toward the repair. I could have turned him away there and then but then I'd be spending $120 for less than nothing.... When I called, I had been referred by Maytag Service Center to use these guys (last time I'll listen to them too), I talked to the customer service person about the issue and she informed me about the $120.00 and after we discussed the needed fix, I was told that the part would be about $125, so I was thinking it was a reasonable fix (around $250) or the selector knob on the washer. I guess in the future I'll require a quote in writing/email before I accept services from this industry. So overall, a quoted $250 service cost $370 because there is no labor in their service call fee (that is just for them to come visit). The technician was here for 15 minutes to remove and replace an internal part that I diagnosed (it was obvious) and they over charged the verbal quote by $120. The technician mentioned that the call center usually neglected to tell customers about labor cost above the service fee so wasn't surprised by my "confusion".

The picture uploaded is the result of a failed attempt by VIA Services located in Crofton, Maryland to repair our Whirlpool ceramic glass cooktop. I would urge anyone thinking of using this company to research reviews on Yelp. Had we done so we would not have allowed this company through our doors. Yelp?s overall rating is 3 stars. Yelp uses an automated software to rate a company based on criteria the software recommends. The 20 recommended reviews are posted on their main page. Results are 45% 1 star, 10% 3 stars, 5% 4 stars and 40% 5 stars. In addition to these ratings there are 115 other reviews that were not factored into Yelp?s overall rating. There are approximately 10 pages of reviews and a significant number of those ratings were 1 star and some people noted they would have given them 0 if that was an option. I am appalled that this company is still doing business. We have a Whirlpool extended warranty for the cooktop and VIA Services is Whirlpool?s authorized service provider for our area and was dispatched to our home on August 13, 2015. The first service call was handled by VIA Services? technician Joe. The first service call is meant to inspect and assess the need for repair parts. Joe confirmed that two elements of our elements were not working; however, two others were in perfect working order and there was no need for any repair. We were assigned job #138186 and told it would take approximately one week to receive the parts and to schedule an appointment for actual repair. August 26, 2015 another VIA Service technician Tom was dispatched to complete the repair. When Tom started to lift the cooktop from the cutout in our granite countertop to start repair, I asked him if he needed help with handling the cooktop, he said no. I am not sure what technique is used in the industry; however, he did not remove the cooktop completely from the cutout but placed it at an angle and started to remove screws holding an element when the countertop shifted and broke. Tom apologized and said that was not what he was planning to have happen and said he would need to put in a request for the replacement glass. He was entering information on his laptop; I asked him if the part was available as I did not want to be without a cooktop for an extended period. He said it was available. I also requested to see the report of the incident that he was recording on his laptop because I told him I didn?t want him to leave before seeing that he was taking responsibility for the accidental break. Tom admitted it was his fault; however, needed authorization from Whirlpool to obtain the replacement part. My husband and I asked him if he would contact Whirlpool while at our home and talk to the extended warranty department to expedite approval. Tom declined, said it would make no sense to do so and reiterated the need to obtain approval from Whirlpool. I initiated a call to Whirlpool?s extended warranty department immediately to report the incident and request that approval be expedited. I was told by Whirlpool that as this was the fault of the service provider VIA Services they would be responsible for the cost of replacing the glass and not Whirlpool, and that they should have insurance for instances such as this. I then placed a call to VIA Services and talked to Lacey who confirmed that Tom had just reported the incident but that VIA Services needed authorization from Whirlpool because they were our warranty provider to replace the glass. She said approval could take 2 ? 3 business days and approval and receipt could take up to a week. Because we were upset about the breakage and timing for replacement Lacey said VIA Services would expedite and place the order for the replacement part and would call back with an ETA. We did not receive a call back from VIA Services within the 2 ? 3 days as promised but on September 2, 2015, we received a call from Katie of VIA Services informing us that the replacement glass is no longer available and that the technician will not take responsibility for breaking the cooktop. His claim is that there ?might? have been a crack in the glass that he was unable to detect because of the color. Katie recommended that we call our extended warranty provider Whirlpool to resolve this. I told Katie that the technician was lying and had taken responsibility for the break but now that it was determined that the part was unavailable his account of the incident has changed. In addition, the first technician Joe inspected the cooktop and did not report any cracks! I asked to speak to a supervisor and was put on hold. The supervisor never came to the phone but Katie repeated the denial of the technician taking responsibility and said her recommendation was to call Whirlpool. I urged her to have the supervisor listen to all the recorded messages of prior conversations with VIA. I also recommended that VIA Services review the first technician?s notes on the service call on 8/13 where he inspected the unit to determine what parts were needed to validate that the glass on the unit was intact. I immediately called Whirlpool to report VIA Services? stance regarding replacement and Via Services? insistence that it was Whirlpool?s responsibility to replace the glass. A manager Erica from Whirlpool placed me on hold to speak to VIA Services directly. After a long hold Erica came back on the line and said VIA Services is still claiming the technician did not break the cooktop and that VIA Services was waiting on a response from Whirlpool. I told her that did not make sense to me why VIA would be waiting on a response from Whirlpool when Whirlpool was communicating to me that Whirlpool is not accountable for replacement. Erica said Via Services may have called Whirlpool since the part was no longer available to see what VIA should do. I responded that showed that VIA is aware of the liability but not taking responsibility for replacement of the cooktop. September 2, 2015. ? After hanging up with Whirlpool I again called VIA Services and spoke with another VIA representative, Laura. I told her that Whirlpool has stated that it is VIA Services? responsibility to compensate me for the damage of our cooktop. She said that all she could say is that the situation is being reviewed by VIA Services? management. Management is investigating and someone will be giving me a call. I told Laura that I had spoken to Katie earlier and requested to speak to VIA management and the manager did not come to the phone. I neglected to ask Katie earlier for the manager?s name so I asked Laura and she said the VIA supervisor?s name is Sarah. I told her that previous requests to speak to management were unsuccessful. Laura said the supervisor may have just been busy and not ignoring my request to speak to her. September 4, 2015 ? Received a voicemail message from VIA Services saying that that they were in touch with Whirlpool and Whirlpool needed to take care of this issue with the cooktop. The voicemail message also stated that everything has been emailed over to Whirlpool and they will be in contact with us on how they will be going about resolving the issue with the appliance. If we had any questions we can contact VIA Services. I am sure at this point that VIA Services was fully aware that Whirlpool would not take responsibility for replacement because damages were caused by VIA?s technician; however, this was just a way for VIA Services to dismiss us and walk away from their obligation. At the end of the day after going back and forth between VIA Services and Whirlpool we still have a broken cooktop that will have to be fully replaced (and not just the two elements which was the original objective) and VIA Services has deferred to Whirlpool and will not take responsibility for replacement of the cooktop. Before doing business with VIA Services double-check their insurance coverage and policy on replacement or compensation for any accidental damage to the appliance being serviced. Although extreme, and with the party?s consent to make it legal, recording conversations with the technician and a video may also be helpful.

The technician (Julian) arrived in a marked company truck. The technician was wearing a uniform shirt bearing the name of the company. He wore shoe covers when entering the house. He had the new part on the truck. He was very polite and respectful. He completed the repair in about 30-40 minutes. Very professional and punctual. He drove quite a distance and was still on time. He ran the dishwasher a couple of times to ensure the new part functioned and did not leak.