The Appliance Care Co LLC

Mr. Dorman found my problem without having to replace the control panel. He found the problem was moisture in the panel. Very honest in his assessment of my problem.

The provider was called out to diagnose and issue with my dishwasher. The dishwasher was determined to have a blown electrical board. It was going to be $360 to fix it. The service representative "recommended" that i replace the dishwasher as there were other potential issues. And by the way they also sell dishwashers. I did go ahead and decide on this recommendation to purchase a dishwasher through this company. They were about $100 more than Home Depot on the same unit, however they assured me that they would give me personal service and work with me to get this unit installed as fast as possible. I spoke with Tiffany who helped me purchase the unit and then assured me that they could come out to my home in the afternoon the day of delivery as I had critical work meetings in the morning. The morning of the delivery at 9am I called to check on the status (no one called me) and was told that the "boys" were on their way to pick up my dishwasher and they would be there within an hour. I scrambled to have my husband cover the delivery and he left work. The "boys" did not show up until 2 hours after my conversation. Then they told my husband it would be an hour to an hour and a half to have the work complete. At 2 hours in my husband had to go to a meeting and so a neighbor came over. That is when they discovered a problem with my supply line and told my neighbor we would need a plumber and there is nothing else they can do and left! No dishwasher as promised. I should also add that no one from the company tried to get a hold of me but left it to my poor neighbor to communicate to me! I called Appliance Care Company and Spoke with Kent who was EXTREEMLY RUDE! Kent tried to explain what was wrong and why they could not complete the work as the plumbing was "out of their hands." I asked why this was not discovered with the service call, why no one contact me, why Tiffany did not schedule the delivery at the time i asked. All Kent did was try to justify why they are they way they are. They could do nothing more for me and he was very defensive and didn't apologize until I brought to his attention that they were not giving me the customer service that I thought i was paying for. In the end I did not feel the customer was right in anyway. He did not offer me any sort of discount for the misunderstanding, or do anything to make the situation better. I even told him i was going to leave a bad review and was told that was "not fair." How is that not fair if i still have no working dishwasher, have paid a premium price, and received poor customer service? This is my only retribution as the company does not want to make it right for me i don't want someone else to fall pray to their customer service. Overall my impression: Poor customer service Overpriced considering the customer service Do not stand behind their work Do not follow through on what they promise in regards to timing Feel a bit shady to me in "fixing" a unit and then suggesting a new one I WOULD NEVER RECOMMEND THIS COMPANY OR USE THEM AGAIN.. PLEASE READ MY REVIEW!!

They showed up and determined that working machine had bad timer. They priced a new one to me for $359.63. I bought a new timer the next day online for $103. I wil replace it myself.

It went great! From the time I inquired online from Angie's List, to the moment he walked out my door, he did a great job. He quickly found that the heating element on the dryer went bad and had to be replaced. It was costly but had to be done. (Still cheaper than buying a new dryer). When I questioned him about servicing the washer, he offered to service in on the spot. It had never been serviced in the 9 years we owned it. Go I agreed to that and he found a few lost coins and left them with me. I asked him about my dishwasher when he was here. It was leaving a film on the dishes on the top rack. He cleaned out the trap which needed it badly. He also found a support piece in the trap that was missing from the top rack and replaced it for me. I was going to ask him how to find a replacement and he had already found it and replaced it. The cost was a bit high in my opinion, however, all those appliances are serviced and working well now. So I'm happy. Brian was also comical and easy to talk to and offered a lot of good information about detergents and such.

This was a rental property that I needed a repair made and they did everything, from arranging with the tenants to gain access to make the repair, to contacting me once details were known as to what was needed to make the repair. I liked how quickly they responded and how they stayed in contact with me throughout the process so that there were no surprises.

UPDATE: I just read the company's response to my review. While I don't want to waste additional time on this, considering the goal of Angie's List is for consumers to have access to honest reviews and factual information, I feel I should respond. The response from the company is not only filled with inaccuracies from start to finish, it also contains blatent lies: 1. Our refrigerator was five months out of warranty at the time of the service call, NOT 'many years out of warranty'. Brain was fully aware of the age which is why he told me he didn't carry the part on the truck - because 'it was too new'. 2. As I stated in my review, according to the Whirlpool customer service center, The Appliance Care Company is not authorized to work on any of their Whirlpool appliances - neither in nor out of warranty. I encourage you to call Whirlpool customer service to verify this fact. It took me less 2 minutes to do so. 3. I don't have much to say about their creative comments: 'rude', 'mean-spirited', 'not here to hurt her', 'verbally assasinating', 'screaming', 'couldn't take any more abuse', etc. I won't even give them the benefit of the doubt and say this is just their interpretation of what happened. It's all simply untrue. Perhaps they felt they had no other defense for their behavior than to manufacture false claims since the facts clearly didn't support their unprofessional behavior. I believe consumers will clearly see the truth when reviewing all of the information available but if you'd like more insight, it might be helpful to read the other review that reports a negative experience with Brian and a very similar response/defense from the company. ORIGINAL REVIEW: Our ice-maker recently quit working and the factory warranty expired in May. When I contacted American Express to utilize the extended warranty protection our card offers, I learned the only requirement for reimbursement is that the technician who performs the repair must be employed by a company designated by Whirlpool as an Authorized Repair facility. We typically use another repair company and have been thrilled with our experience but when I called them, learned they aren't authorized by Whirlpool. I then turned to my husband's Angie's List membership and identified The Appliance Care Company as an alternative because they represent themselves as 'Factory Authorized' both on Angie's List and on their company website. I contacted Appliance Care and spoke to Tiffany who was polite and helpful. I told her my situation and she confirmed they are authorized by Whirlpool to work on our refrigerator and offered to set up a service call. She explained the two options and I chose to save $20 by selecting the $65 option which requires a 9-5 window of availability (vs. the $85 option for a 4 hour window). Brian arrived late in the day and immediately decided the ice-maker needed to be replaced. He told me because it's a fairly new fridge, he didn't carry the part on his van and would need to order it. I asked him to verify what I'd seen on their website and heard from Tiffany - that they were authorized by Whirlpool. What followed was a very lengthy explanation informing me that they aren't authorized by Whirlpool to perform repairs on appliances which are covered under the manufaturer's warranty but they are in fact authorized to work on appliances which are out of warranty. His answer was confusing but when I asked him directly, that in our specific situation - an out of warranty refrigerator - were they authorized, he said yes. I then asked whether I could get a 4 hour window for the return visit. He told me I could if I chose to pay the additional $20. I explained that I understood their policy and had waited an entire day already so was hoping that since they didn't have the part and were going to need to return, I could have a shorter window. He indicated this was just the nature of the business so I commented that not all companies have this policy. Specifically when we've utilized our favorite company in the past, they only charged $9.95 for the service charge and didn't ask us to wait at home up to 8 hours for a repair call; however, since they weren't authorized by Whirlpool, I wasn't able to use them this time. Brian responded very strongly that that particular company isn't authorized by any manufacturer to work on appliances. I don't know whether he didn't care for me mentioning another company or was just tired of the conversation but at that point informed me, 'You know what? You need to find someone else to help you.' He packed up his bag and walked out the door. Our son was sitting in the room and asked, 'What just happened - why did he leave?'. I went outside and asked Brian to come back. He declined and kept walking. I asked him to be reasonable or I was going to need to call the company office and I didn't want to have to do that. He wished me 'good luck with that', got in his van and quickly drove away. I called the office and a woman answered who didn't provide her name. I told her the very basics of what took place. She put me on hold to 'talk to a manager'. She quickly came back and told me that she'd 'talked to a technician' and that I would need to call a different repair company because once a technician leaves a home, they never service that home again. I tried to have a conversation with her about what had just taken place and asked that she speak to a manager, to which she replied that she was a manager... I then asked if I could talk to her manager. She told me I needed to find another company and ended the conversation by hanging up on me. I think it's very relevant to stress at this point, that I never raised my voice nor acted disrespectfully during either the conversation with Brian or with the unidentified woman on the phone. In my opinion there is just no excuse for the rude behavior I experienced in return. After the unprofessional behavior of both Appliance Care employees I contacted Whirlpool directly to have them arrange repair with a different company. I was told by the Whirlpool representative that The Appliance Care Company is NOT part of the Whirlpool Factory Authorized Care Network - which means they are not a Whirlpool Authorized Repair facility. So if Brian had ordered the part for me and performed the repair, we would not have been reimbursed and instead, been out of pocket for all repair costs. After such a disturbing encounter I felt compelled to post this review. We've since moved forward with a different company (with a much more positive professional result) but I hope this review helps someone else avoid a similar experience.

Thank you Angie's List for starting my relationship with the Appliance Care Company LLC! This is the second company I have developed an extremely satisfying ongoing relationship with, all thanks to the first call made based on an Angie's List search. Now the Appliance Care Company is my "go-to" vendor with for appliance repair. They just completed a third job for me, and now I've got a fourth job lined up for them to do soon (I'm a landlord--I'm not h****** appliances (except when I killed my own dryer), but sometimes tenants are!) The Appliance Care Company always returns my calls and web inquiries promptly, they show up when they say they will, and they are great at communicating status updates when a part needs to be ordered. Often times they already have the necessary part in the van so there isn't a wait time for parts, which is fantastic! Diagnosis and repair in one visit must be rare in the appliance repair business, so you can imagine how impressive that is!

Tech called ahead and arrived in the morning. This was a sometime during the day call. Very professional advised of optios and costs. The Tech seemed to be very knowledgeable and service was promptly completed.

It was great! They were kind, courteous, outstanding, very clean , and very understanding. They didn’t try to gouge us.

I would give this company an A+ if I could. The person I talked to on the phone to schedule the service (Brian) was polite and professional. He was able to make an appointment for the same day!!! Steve (the technician) called when he was on his way and arrived right when he said he would. He had diagnosed the problem within 5 minutes and completed the repair in a little over an hour.... And it was not an easy job. The stove had been hard-wired by the previous owner (I was unaware of that until Steve pulled the appliance out from the wall). There had been a short resulting in the connection at the back of the oven being burned right off. The 'fix' consisted of putting an electric outlet in the floor, repairing the damage to the appliance and fitting it with a proper cord. He had everything he needed for the job with him, which means that Brian listened when I described the symptoms, and Brian had a good idea of what the problem might be before he even arrived. Which says to me that these guys have lots of experience!! Everything works as good as new. I will definitely call this company again with any future needs.

Brian was on time, friendly, knowledgeable and did a great job.

On time, fixed situation, addressed issue and fixed it quick. Gave advice for future.

Great! Showed up on time. Disassembled parts of dishwasher. Cleaned, reassembled and ops ck. Did a great job!

The repairman called before his arrival and was very courteous and professional. I was thrilled he was able to have my dryer up and running in no time.

The lever in the door of the ice dispenser was not working. Looked at Angie's List for recommended repairman. Called this company on Sunday expecting to leave a message and actually spoke to someone and explained the problem and company called Monday morning to make appointment. Repairman called to let us know he was on his way. He checked the circuits in the door and then the main board. Replaced the board and the refrigerator was working within and hour.

Excellent?wonderful?astounding timely, great personality

Our experience was good. They had to order a part and after it came in they installed it. They were quick.

I was able to get a same day appt throught requesting a visit on their site. Brien called to let me know he was on his way, gave an ETA and showed up right on time. He was very courteous and full of helpful hints for future issues that may arise and for future appliance purchases. He didn't push any extra work for us to pay for. I was glad he came and eased my mind about my machines that we were about to replace.

Appreciated same day service. Repairmen explained and fixed the problem. Courteous service. Price was reasonable and was more competitive than other quotes I received. Will definitely use them again.

It was very professional from the beginning.My dryer had stopped heating and he explained in detail what was wrong with it. I was happy with the work they did. My dryer worked again and I have had no problems.

He repaired motor and replaced belt on our dryer. He also informed us that the external portion of the vent needed cleaning and offered to provide a phone number of a service that can handle that service. This is something we can do, but it was good he informed us so we can take care of that issue. Service was done quickly and professionally. They had a service person out the next day after our call. Very pleased.

I thought I was screwed. I called in the middle of the night and spoke to a live body. Within one hour of the call I was fixed! THANK YOU!!

Our icemaker had quit so Brien came out to do the repair. He told me I needed a new icemaker (to the tune of $300) and I let him install it. It didn't work. I called him again and he came out two days later, changed out a few more parts and left another bill for $130 (his cost). The icemaker still didn't work. At this point I called him and, as you can imagine, it wasn't a pleasant conversation. We ended the conversation with no resolution to the problem. I found another company to come out and tell me what was really wrong with the icemaker. Turns out it was a fuse which needed to be replaced, nothing more. The only reason I can't give this repair service a lower grade than F is because they don't make lower grades than F. Avoid at all costs or employ at your own risk.

The price was very reasonable and the arrived well within the time window they gave me. He went straight to the problem and knew exactly how to fix the issue. I was impressed with his knowledge.

I have an older dryer and it stopped heating. I contacted the service department at The Appliance Repair Company and within 24 hours they sent someone to my home. He quickly identified the problem. As it was an older model he had to find the part he needed. He was back in less than 2 hours and had the dry repaired in 10 minutes. The service rep was personable, professional and really seemed to enjoy what he did for a living.