M & M Factory Service

I am SO glad we found M&M Factory Service for Viking Appliance repair in WNC. Our service specialist was Frank, and he couldn't have been more helpful. He took his time in carefully inspecting all the kitchen appliances in a condo under contract during due diligence. He is knowledgeable and thorough and we will be calling on him again! Thanks, Frank!!

They came out to do warranty service on my one month old Zline dual fuel stove. From the minute the tech walked in I was a little hesitant. I asked him to make sure he was keeping all tools and parts on the rug beside the stove. When he was almost done I went to check and he had scratched my hardwood floors, luckily not too bad and I was able to fix that. He finished up and was leaving the driveway. I was polishing the stove to clean it when I noticed a scratch on the top of it. I went out and caught him before he left my driveway. He did apologize and took pictures of it and said he would take care of it. I have text message from him and their office telling me they had ordered the part and even set up an appointment to replace the scratched part. Then I get a call from the owner's son who was very arrogant and condescending to me, telling me that they are not going to replace it, because the scratch was there when the tech got there. Umm? Really, then why would they go to the trouble of ordering the part and even making an appointment if they were never guilty of scratching my stove? Never have them do anything for you, never.

M & M Factory Service has provided me with one of the biggest rip-offs I’ve ever experienced. In mid January our 4 year old refrigerator stopped working due to a bad compressor. I had a warranty program though 2-10 Home Buyers Warranty (another company to stay far away from) and contacted them. They arranged for M & M to schedule a service call, for which I paid $75. Once the diagnosis was made, M&M contacted 2-10 to set up the repair. My contract with 2-10 limits my total reimbursement per appliance to $400. (didn’t read the fine print!) 2-10 called and asked if I wanted to take the $400 in a buyout. That basically freed 2-10 from any further responsibility. Foolishly I said yes. M&M then billed me for $827.59, and I was told I had to pay that amount in full before parts were ordered and service work would be done. I felt I had no choice other than to pay them so I could get the work done. We had already been without a refrigerator for more than 2 weeks. The next day I called 2-10 and learned that M&M had submitted charges for both parts and labor to 2-10 for $548.90, a difference of $278.69. I recorded that phone call and will use it as proof of M&M’s submitted charges, if necessary. Eventually (almost a month after my initial request) repairs were made. It took the service person a little over an hour to replace the compressor and another small inexpensive part. After he left, I called M&M about the discrepancy in charges. I had waited that long to make sure the repairs were actually done. I was told they negotiate a “special rate” with 2-10 and I had to pay the rate they already charged me. I had found an online price at Amazon and other retailers for the exact same compressor for around $300, meaning that I was charged over $500 labor for one hour’s work. They even told me that their cost for the compressor was over $400 through their distributors. They pay more than I would online? Really? I also did extensive research on replacing a compressor and found that the average cost throughout the Southeast U.S., even for a relatively new refrigerator, is around $500-550, parts and labor, far less than the $825 I was charged, not to mention the $75 initial visit. I believe this is a prime example of price gouging and taking advantage of customers. M&M has refused to negotiate with me and I could talk only to the gatekeepers that answer the phones, no supervisors or managers. They even told me that 2-10 wasn’t supposed to divulge the figures they submitted. Hmm. In sum, It took them almost a month from initial contact to get the work done. I was charged $278.69 more than the price they submitted to 2-10. They made me pay in full before any work was done. The repair tech made a small mistake and had to return a week later to repair a small leak, resulting in more down time for our refrigerator. I would recommend staying as far away from M&M Factory Service as possible.

Was referred to this company by my home warranty agency. During the course of the 3 1/2 weeks it took to have the repair addressed/completed. My home warranty agency had to contact the company on three separate occasions as the company would not return my phone calls in regards to several specific, separate issues. When the technician finally did make it out to perform the repair, he failed to cover the area of tile that he was working from in my kitchen and and caused damage to the linoleum. When I contacted M & M Factory Services after the technician left, it took the company 3 days to respond and return my phone call. After explaining to one of the two managers that I had 10 burn holes,each 1/4 in diameter where the repair had been done, manager's response (company had already received full payment as required) was that I could not prove that the damage had not been done prior to the repair, therefore the company was not responsible.