ABC Appliance SALES & SERVICE, INC.

Sorry this is long, but I like to be specific in reviewing a business, good or bad. Had them come out to repair a 4 year old GE dishwasher. First technician said it stopped working due to a sensor telling the system the door was open. Took a few weeks to get the part in. After putting in the $34 parts, they charged us $290 for the service call (including parts). The tech was in our home for about 45 mins. Three weeks later, the same issue developed. Different technician came out and said the new sensor had gone bad already (odd). Ordered another part and a few weeks later, they came out and installed. That part lasted five weeks. Same issue. This time the technician got GE on the phone to discuss and was told the dishwasher had a bad “main board, door harness, and U.I. Board” or something to that effect. He got me a case number and essentially washed his hands of the problem. During the time he was working with GE on the phone, the ABC tech was grumbling and seemed frustrated by the instructions GE was giving him to troubleshoot the issue. After he left, we noticed he had bent the door to the dishwasher causing a piece of paint to chip off about ¼ inch in diameter. Called GE and they told me this was a known, but uncommon issue with this model of dishwasher…not covered by any warranty though. GE essentially said it would be less costly and more effective to replace the dishwasher than to continue to chase this issue. GE gave us a very good discount on the new one. ABC called a few days ago to tell us they had new parts in for our dishwasher. I called and spoke with them to find out what parts, since they had already handed this over to GE. They said they had the new “main board, door harness, and U.I. Board”. I also spoke with them about the damage. The manager I spoke with was unconcerned about the damage, telling me it didn’t matter because GE was giving me a new dishwasher. I explained they weren’t giving us one, we had to buy it. I asked for him to consider a refund to us of some sort due to the damage and he claimed that would have to come from GE, not ABC. I tried to explain GE didn’t damage the door, his tech did. Again, he stated they weren’t responsible. I also explained even without any compensation for us, I was concerned there was damage and ABC didn’t seem to care. He continued to appear unconcerned. We went around this circle a few more times and I finally got frustrated and ended the call. Additionally, they don’t have a computer system. So, if you need to follow up with them, you have to provide specific times and dates so they can find your info in their pile of paperwork. I asked to email them pictures of the damage and was told they don’t have email either. Bottom line – Find another business to repair your appliances. They do not seem to show any concern for the damage they caused to our appliance. The folks who answer the phone seem disinterested in assisting (borderline rude). I also would have expected them to bring GE into the loop much earlier since the same, brand new GE part kept failing. I understand things don’t always go smoothly when dealing with any business. However, I view the mark of good customer service in how they deal with the customer when something does not go well. We paid nearly $300 to ABC to have the dishwasher still not work, plus the inconvenience of having an inoperable dishwasher for weeks at a time…and we had to buy a new one! I am very disappointed in how they handled this.

I have two freezers in my house: a large one in my basement and an equally large refrigerator/freezer combo in my kitchen. My wife hired ABC Appliance primarily to fix our basement freezer, which had started working only up to refrigerator temperatures and was thus damaging our frozen food—a crisis given how much frozen food we had. At the same time, we hired them to fix an annoying leak in the ice dispenser of our refrigerator/freezer combo. ABC Appliance said that major parts in the downstairs freezer had stopped working and that it would cost over $1,000 to completely fix. They thus recommended we buy a new freezer, which they sold and could deliver soon. That recommendation sounded quite reasonable, as the freezer was almost 20 years old. ABC Appliance diagnosed the leaky ice dispenser as due to a simple plastic part that needed replacement. This would entail another service call to bring and install the part. The part itself probably cost less than ten cents to manufacture and was priced at only $13.99. Since every time we opened the freezer door (multiple times a day) a puddle of water landed on our wooden floor as a result of water accumulating under the ice dispenser, we thought spending $100 or so for parts and labor to fix it a reasonable investment. ABC Appliance returned for a second trip and installed the very simple piece of plastic, called a door, as it separated the inside ice maker from the outside dispenser. Alas, the replaced plastic door didn’t fix the problem. Meanwhile, we had an electricity outage after a storm. Miraculously, the outage fixed the problem with the downstairs freezer even though no electrical repairs had been done. At no point had the ABC Appliance repairment speculated that simply defreezing the freezer might solve the problem. My wife vigorously complained to ABC Appliance about the ineffectual plastic door replacement, and they graciously agreed to come out free of charge to fix the leaky ice dispenser. After the technician arrived—a new one—he diagnosed the problem as an uncleaned ice maker mechanism. He expected to be paid to clean it, and I agreed to pay him do so. He meticulously took the ice maker apart, cleaned it, and got it working again. He showed me why that was the problem with the leak—the ice maker lever was frozen and wouldn’t move—which all seemed very plausible to me. Alas, after I paid him and he left, we discovered that the leaky ice maker leaked as before. So we had now spent some $400 to ABC Appliance to misdiagnose problems three times and not actually fix anything. One problem with ABC Appliance may be that they sell appliances and could thus be motivated to sell those appliances on an emergency basis to people whose freezers have stopped working. This is just a hypothesis to explain their strange failure to diagnose what in retrospect was an obvious problem with our downstairs freezer. Since at all times ABC Appliance acted in a professional manner and hired personable technicians, I am giving them a C rather than F.

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The technician arrived within the two hour time frame given. He took the front bottom panel off the washing machine and diagnosed what turned out to be multiple issues. (He also removed two quarters, two dimes, a nickel, three pennies, numerous hair elastics, and various and sundry other items from the water pump.) It was determined that the cost to repair was more than should be put into the machine. I appreciate when technicians let me know that while the appliance is certainly fixable, it might be better to put the money toward a new appliance rather than into an old one that could easily have more issues than were immediately apparent.

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The issues we have with ABC were discovered after the original service. In the process of working on the dishwasher and disposal the technician needed to remove our recycling receptacle drawer that is under the sink. In doing so he broke one of the sliding brackets and either wasn't aware of it or simply chose to not bring it to our attention. The first time we tried to open the drawer the cabinent face, sliding bracket, and trash can all fell to the floor. When I called to explain the issue they were fairly prompt in their initial response. They sent the same technician with a co-worker to assess the damage. He acknowledged the damage and gauranteed that they would fix the problem. The next chain of events is why we will never use ABC's service's again as well as the reason our children still have a cabinent door fall on their feet when they try to do the right thing and clean up after themselves. A few weeks had passed without any communication from the company. When I called to follow up I was told that they looked for the parts to repair the drawer but had no luck. They were apparently content with that. When I was able to get the owner on the phone he assured me a prompt resolution. I then was told the next day that the parts needed to be special ordered and they would call me in two weeks when they came in. Over two weeks later I needed to reach out to them only to find out the part had come in but was "the wrong part". They were planning on re-ordering the correct hardware but had yet to do so and told me it would be at least another two weeks. At this point I gave up on them making good on their promise and demanded they reimburse us directly for the parts and labor needed to fix the drawer.. I was told that only the owner could make that decision. For the next two days my calls were not only not returned by the owner but I was met with defiance and indifferecne by the front line person on the phone. During our last phone call when she gauranteed I would receive a call from the owner that evening, she hung up with no provocation while I was politely clarifying when I should expect the call. That was over a week ago, my issue is far from resolved, and I have yet to hear from the owner. The current level of communication is consistent with their approach to this entire situation which is to do nothing and hope that they won't be held accountable.

Their price was better than the local big box stores, and they were able to deliver it sooner--very important just before Christmas! The delivery men were prompt and worked quickly. They even left me with a. Gift from the business: two oven mitts, a wall calendar, a planner, a recipe book, and a pizza cutter.

I called ABC Wednesday in the morning and was able to schedule an early appointment due to a cancellation. When technican arrived I was informed that it would cost a great deal of money to repair. I then spoke to Mary at ABC regarding a new refrigerator. To make a long story short, Mack and his assistant delivered a refrigerator late that afternoon. What great service.

We'll update the review when the job is completed.

I wish there were a choice for "maybe" where angie's list asks if I will use this company again. I'm just not sure. The staff was friendly and professional, and the dishwasher is fixed, but I am really frustrated by lack of a specific time window and the fact that this repair required two full days off from work for me, not to mention the cost.

Our built in dishwasher developed a leak in a rubber hose-like component that I was able to find the exact part number for on-line. I called for a tech, gave the $7.00 part number, and asked that they bring the part with them for the diagnostic visit. Tech arrived with no parts, gave my spouse an estiimate of $500 to replace the pump unit and left. After calling the tech and discussing the leak, it was conceded that the leak was probably due to the hole in the $7.00 hose. Next visit was a different tech, who brought the wrong part, and broke a critical water sealing component. Next scheduled appointment was for the 12-4 window. At 4:30 I called and asked where the tech was, and was informed that he had called in sick that morning and wouldn't be making any of his appointments. They were able to make the final repairs on their 5th scheduled appointment over the course of 6 weeks, and I had to hold the dishwasher on an angle with one hand and hold the internal parts with the other, while the tech worked on the bottom of the washer. So after 4 missed days from work over 6 weeks, I got a $7.00 part installed for the labor cost of $293.00 two days before Christmas with 25 people scheduled to be at our house.

I like their availability. They came out right away. We were pretty happy with how things happened.

Their price was the most competitive, even better than the big box stores and also provided a great installation. My only complaint is the time to install the unit, it took them 2-3 weeks to deliver and install the unit.

Refrigerator/freezer stopped working. They came by the day after I called, by which time the appliance was working again. The technician tried one possible solution, which didn't work. Came by again the next week, without an additional charge, but again couldn't diagnose the problem because it had started working again. However,the technician spent quite a bit of time telling me what to look for in the way of motors/fans running, etc., which would help in diagnosing the problem if it happened again. He was very thorough and willing to come back again should the problem re-occur. It hasn't at this time. Very responsive, prompt, and a reasonable service fee.

I spent probably $100 on that service and I have always been pleased with their prices. This last time I had a service technician who had been here before and I liked that. I also like that they are really good about helping me decide whether or not to put money into a repair in the case of my clothes the belt was wearing out. The heating element could go out as well and a third thing could also go out and they were real honest with me. The guy wasn?t trying to sell me anything, but was helping me make a decision to put any money into it or not or just buy something new, so I appreciate that. They always come very promptly and come when they say they are going to come and say that they will give me a call and let us know when to expect them. They are just a first class operation from A to Z. They are my go to guys for all my appliance repairs.

Both tech who came out were great, very professional. I forget the first guy's name, but I don't think he works there anymore anyway. The second guy was Rich, I believe. Very nice guy. Very professional and got everything working great.

The repairman was professional, prompt and the price for a house call was reasonable. You call in the morning and they give you a three hour window. He came in 2 hours. Not sure if this would work for everyone, but it worked out well for me. In addition the dishwasher was over 3 years old, but he realized that the control panel was broken, and this was covered under the warranty. Small type that I did not see on the warranty. They are handling getting the part and fixing the dishwater with Kitchenaid. I would never recommend the dishwasher, but this repair company I would recommend. Very professional.

We heard a horrific noise from our washing machine. The machine wouldn't do its final spin. We called on Fri morning for a Monday appt and got one. We called Monday to find out it was in the afternoon. He got there about 4 on Monday. Was not here long. Very personable. Realized the small sensor to determine that the lid was down had been jarred from its position. He found it on the floor and replaced it. The washer now works. He said if the sensor gets bumped out that they'd come back for no call fee and replace the part. We were only charged the call fee.

Very prompt, friendly to 2 year old who kept asking technician ''What doin' man?'' During first call to schedule service, phone answerer was cranky and sarcastic. Didn't sit too well as my refrigerator was dead with food being thrown out. However, I'm cranky sometimes myself so I chose to ignore it. Still a bit more friendly by the phone answerers would be nice. Subsequent calls had no problem.

They were very professional. They showed up on the date and time specified. The repairman seemed knowledgeable and was able to tell me immediately the problem with the dishwasher. Our dishwasher was only 2 months out of warranty and he encouraged us to call Whirlpool and get an extension on our warranty which we would never have thought of on our own. Whirlpool agreed to cover the parts, and ABC took care of getting the parts from Whirlpool and repairing the dishwasher.

THIS IS A VERY PROFESSIONAL AND TALENTED COMPANY. THEY GOT STRAIGHT TO THE WORK AND FINISHED IN A VERY ACCURATE MANNER. THE APPLIANCE WAS RUNNING SO WONDERFUL.

THEY DID WHAT THEY SAID THEY WERE GOING TO DO, WHEN THEY SAID THEY WERE GOING TO DO IT. THE TECHNICIAN WAS FRIENDLY, DISCUSSED WITH US WAYS TO AVOID PROBLEMS IN THE FUTURE.

THE FIRST PERSON THEY SENT OUT DID NOT DIAGNOSE IT PROPERLY, AND THEN THEY HAD TO ORDER A PART, JUST TO FIND OUT THAT IT WASN'T RIGHT. THEN WHEN THEY DID GET IT RIGHT THEY HAD TO ORDER THE PART FOR IT. I WAS VERY FRUSTRATED AND HAD TO TAKE OFF DAYS FROM WORK.