Factor Appliance

Great! The technician was very prompt and professional!

He diagnosed the problem immediately, gave me an estimate, and helped me decide whether to repair or replace. In this case replacement made more sense.

I called Factor Appliance and their scheduling department was very efficient and friendly and I scheduled an appointment for a couple days later. Tyrone was the technician and he called to say that he was ahead of schedule and actually showed up an hour earlier than he was expected. He confirmed my suspicion that it was a belt and quickly replaced it. All told, he was in and out in less than an hour. He was very friendly and answered all my questions. I liked that you could apply the initial service fee to the repair as well. I would most definitely hire this firm again. Use them with all confidence!

Robert troubleshooted the simple problems first, which he found, instead of going straight to replacing the pump. Efficient and courteous service. He even gave me a discount. The problem was just in the part that turns the machine off and on when the lid is open or closed. I was very pleased and relieved.

This was a first time use of Factor Appliance. The technician showed up in an unmarked vehicle, in plain street clothes (untucked shirt and jeans) and no ID. The only thing that showed the name of the firm was a 5x8 Work Order paper in his hand; which he didn't present - I was looking for something before opening the door to a stranger. He pulled out the fridge to get to the back panel and when he opened the tool box to get a screwdriver, the toolbox was disorganized and only had a few tools; I would have expected a professional repair technician to have an organized, stocked toolbox. He unconnected the water line to check it. When he went to put it back in, he had a little trouble so had to adjust. That left water dripping on the floor which he didn't even try to wipe up, so I did. He thought he knew what part was needed. Then he went to the window, pulled out his smartphone and was looking at something; small kitchen so I could see that it was a diagram of parts and he was paging through it. He said parts had to be ordered and could be difficult to get; he had the exact amount the part would cost but then said install would be "around $150". That was the tipping point. In this day, a professional service company showing up at customer's homes should be clearly identifiable as a representative of the company, presentable and prepared with the details. The technician, while very nice, was none of these things. That is an issue on how Factor Appliance runs the company, not the technician. We paid the $80 initial service fee and consider this a lesson learned. We will not use them again and would not recommend them. UPDATE AS OF 10/14/2016 In response to Mr. Loughlin’s comments – Each interactionwas not “fraught with suspicion”. As acompany with which we had not done prior business, inquiring as to backgroundchecks for technicians is part of due diligence. And yes, I did call the morning of theservice, scheduled at 8am, inquiring about the 90 minute arrival time. I did not state that I felt like it shouldn’tapply to the first call; I stated that it wasn’t clear when the appointment wasmade that this applied from the start of the day. Also, I did not include that in this reviewbecause I took that as a misunderstanding and not a reflection of FactorAppliance. My use of the term ‘streetclothes’ is accurate. Your technicianarrived in jeans and a blue & red striped polo shirt which had no logo oridentification of your company. Youdon’t specify what ‘work shirt’ is, but I would expect something other than astriped polo with no logo. And there wasno logo on the white van. The tippingpoint was not the cost of the item; as indicated in my review, the cost of thatpart was provided. And your technician did state that shipping would be on topof that but stated he couldn’t give me a price because he didn’t know where itwould come from. The issue was the estimation of the amount of the install. The only way I can make a decision about whetherto proceed is when I’m provided all the details from the technician which didnot happen. And if the technician was ona smart phone with access as you indicate, then I would expect him to provide aconcrete dollar amount for shipping and install. I think it’s interesting that you comment thatthe amount of the water on the floor was ‘minimal’ and ‘would obviously have beendried up’ when you have no first-hand knowledge. The amount of water on the floor was morethan minimal and it’s a cork floor so you don’t leave water on it. Nothing was ‘brushed aside’. Points in this review are statement of fact.

Went great. Technician was superb. Arrived on time and completed the repair/install in timely fashion and in accordance with estimate. Very professional job and highly recommend the firm. Factor Appliance will be my first call whenever I have any repair/appliance service issues.

The technician called early and had a cancellation and was able to come before the appointed time. He assessed the issue and also discovered mold. Cost of repairs was prohibitive, so he did not actually repair the machine. He was very professional however failed to hook back up a hose which caused a small flood when we later used our sink.

Very well. Their serviceman came as scheduled and diagnosed the problem as a faulty defrost thermostat. He replaced the part, removed the frost, and it now works well.

Excellent service. Showed up before scheduled appointment on a Saturday. Their professional service personnel expertly diagnosed my problems. They provided me recommendations to save money, including recommending that I not fix one of my appliances because of the severity of the damage. Honest, high quality, courteous. Recommend them to everyone.

In both instances the repairs were assessed and completed with efficiency. The Samsung repair involved removing the ice build up and it was done neatly and with minimum of fuss. The Sub Zero was easier as the repairman who was also the business owner had the piece in stock and with him. Highly recommend this company and will use them in future. The date of service is approximate. Cannot remember exact date for either service but wanted to review.

Factor Appliance's service was excellent. I give them high marks for customer service and professionalism. Valerie, who took my call, carefully and amiably repeated back to me the details of my request (name spelling, address, model number, etc.) for a dishwasher repair. Tyrone called ahead and arrived on time -- even a bit early -- to check the unit. He too was very pleasant to deal with. He discovered that a previous repair of this same problem (unresponsive electronic control panel) by another company had been done in an improper manner, and he showed me the clear evidence of this. (The thermal protector had been bypassed, so it couldn't protect the control board.) He planned to come back in two days to install a new board that had to be ordered. But no sooner did he leave than he called me back to say he had checked with a local supply store and found what we needed. Back he came, and our dishwasher got repaired the same day. I don't expect to need this particular dishwasher repair again anytime soon, but Factor Appliance will be at the top of my list the next time we need an appliance repaired.

Tyrone provided us with an estimate for the repairs and ordered the broken piece the same day. He arrived 2 days later to fix the dishwasher. He arrived promptly and worked efficiently. He was extremely professional and pleasant. I will definitely use Factor Appliance again.

The serviceman was punctual and very polite. He explained what he was doing and what it would cost. He reviewed my call the day before he came out and made sure he had a part on the van to fix it. He was in and out in about 30 minutes.

It turned out the coils in the back of the unit were covered in dust, which caused overheating, which caused the tubing to become brittle and break. The technician repaired the lines and cleaned all the dust from the unit. He replaced the contents and shelving exactly as they were and cleaned up the area spotlessly. Everything took under an hour. He had me test the water line to ensure that it worked. The price was also very reasonable, having considered "coupons" from other companies that charged more for the "coupon" than this service cost me. My credit card was processed immediately on-site and a receipt was emailed to me instantly.

We called on January 19, 2016 to make an appointment and scheduled a service call that day to inspect our leaking dishwasher. The service technician, Tyrone, arrived during the window and assessed the problem as a faulty seal. He provided a quote to repair the dishwasher and we proceeded with placing the order for the replacement seal and scheduling the repair for January 21, 2016. The repair was completed and Tyrone made sure that the leak was no longer present. Tyrone was polite, used foot covers without prompting, and completed the repair in a professional manner. I would call this company again for repair services.

This is a very mixed review. At the end of the day, the repair was completed and we now have a functioning oven again. It was just repaired, so I can't attest to the longevity of the repair. However, the road to completing the repair required had a lot of hassle and management by us to get it done. Incredible given the quantity of positive reviews here, so perhaps we were outliers, but never-the-less felt that we had to provide an honest assessment of our experience. I will not hire this vendor again. Here are the full details: On the evening of December 16, our oven stopped working mid-cook. Just wouldn't heat. Knowing a few things about ovens, I checked the elements (common cause of failure) and found them to be working fine, checked a few other things but decided to call a highly rated appliance repair place vs. continue to spend time on it. On December 17, I made a list of three from Angie's that I was going to call. On the first call, I called Factor and talked to a woman who said they could have someone out that afternoon. I accepted the appointment and made no further inquiry to the other vendors. On the afternoon of Dec 17, Tyrone arrived. He spoke with my wife who was the one home at the time, he diagnosed the issue to be a faulty Temperature Sensor that needed to be replaced. He quoted $231.60 for the repair and wrote up a work order stating the same. Tyrone said he didn't have the part, so he'd have to come back. My wife said she wanted to discuss with me and that we would call either way (to either proceed or not). On the evening of Dec 17, we called the number that Tyrone had written on the work order as his to contact him. It was an out of service number as written. We tried a few variations and ultimately found one that connected with a anonymous voicemail. We left a message, although we were unsure it was the correct number. On December 18, I called the office (the original number where we had made the appointment from) who took a message that we wanted to proceed with the repair and said that they would pass it to Tyrone and have him call us. Holidays came upon us and we didn't hear from anyone. We got busy ourselves and didn't reach back out to the Factor office again until December 30. The office again took a message and said that they would have Tyrone reach back out to us. We didn't hear anything from anyone. On January 8, I sent a message via Angie's list to Factor. This time I did get a response from Adrian who was surprised by our issues and had Tyrone reach back out to us. On January 11, I talked to Tyrone (we confirmed that I had the wrong number originally) and he stated he never got any messages and didn't know we wanted to proceed with the repair. He said he'd look at inventory for the part needed and his schedule and get back to me. On January 15, my wife received a call from Tyrone that she wasn't able to take at that time. She texted me and I called him directly. He stated that he was at the house and that we had an appointment. He asked if I had gotten the e-mail from the office. I said hadn't received any communication about the appointment. I said we could be there in 20 minutes (we were at the offices) and he said he had to go to another appointment, but would look at his appointments and get back to us. On January 16, since I hadn't heard from Tyrone, I texted him our availability for the following week. He replied that he was available on Wednesday Jan 20 and we confirmed the time. He then asked me for the model and serial number of the unit to be texted to him. I did so (sent a pic) but thought it was strange since he should have already had the info from the service call (and presumably he had the part when he came out on Jan 15. On January 20, Tyrone arrived past the time window he had provided (I had left but my wife stayed until he arrived) but did get to work quickly installing the part. After it was installed, the oven was still not heating. He told my wife that he thought it could be another issue, but that he didn't have that part on him. He said would be back the next day with the other part. On January 21, Tyrone arrived installed the new part and retested the oven, successfully repairing the unit. He cleaned up, we paid the invoice he presented for $231.60, the amount originally quoted to us. He did apologize for the confusion and all of the mis-communication. One note: I did notice that one of the trim pieces had been re-installed upside down. 10 minutes of work and I fixed it, but still it was pretty noticeably on backwards. All in all, the repair in total was $231.60 plus the $80 initial service call charge we paid. I found Tyrone to be a very personable guy.

He was courteous and flexible on the phone. He arrived right on time. He was friendly and helpful and explained what he was doing the whole time so that I could understand everything. He squeezed me in Thanksgiving week and I am very grateful! I will definitely use them again and I wholeheartedly recommend them!

The service was excellent. Prompt response from the initial contact with the company. Arrived on time for the scheduled appointment. The technician was very knowledgeable about freezer repairs. The required part was in stock on the company vehicle, so the repair was completed on the initial visit. I will definitely recommend Factor Appliance to anyone needing appliance repairs.

There were an unusual set of symptoms. Yet he diagnosed the problem correctly and fixed the refrigerator. His charge was reasonable.

Dryer too damaged for repair

Called late Monday, Adrian was responsive and arrived right on time at 3pm today. He actually diagnosed it correctly over the phone had the correct part on the truck and was pleasant, professional and worked very neatly. He took the time to show me the bad part and why it failed as well as explaining the differences in the new part he was installing. The price he quoted me on the phone was exactly the price charged. No surprises and an absolute delight to work with. I hope none of my other appliances break down, but if they do Adrian will absolutely get my business!

I couldn't be more pleased. I called yesterday and got an appointment for today! Adrian, the technician, was very professional, he explained everything he was doing and showed me the damaged ice maker and how to better care for the refrigerator to keep it running smoothly. I felt his price was very fair.

It's a bad feeling when you push the dryer start button and nothing happens. I called Factor Appliance at 8:00am and at noon they called back. Right after 4:00 Adrian comes up to the house and 40 minutes later the dryer is working again. Quick and very polite service. Would definitely use again.

Very please with his services. We have used him a variety of times. He told us we could contact our fridge company and they came and installed a new part for no cost.

Would highly recommend Factor as they were prompt, efficient, tidy and priced fairly. Repair was done quickly and neatly. Fully explained what had happened and remedied without incident.