Allstar Appliance Service

I opened the service call with American Home Shield on 9/2. The service was assigned to AllStar Appliance. On 9/10, Chris with Allstar came to take a look at the problem. He opened the freezer and immediately said the problem was with the sensors. He would order the new sensors. Once they are in, they would contact us to come back and replace them. I have not heard from them since that time. I have called on 3 separate days and left messages to call with an update. Nobody will return my phone call. I have emailed for an update. No response to my email. I know there are some shipping delays due to the pandemic, but that should not stop them from returning phone calls to give an update. And surely someone in the US has the parts that need to be replaced. I would not think a reputable company would be solely relying on only 1 single distributor for parts. It has been 21 days since my service request was originally opened. Since that time, the entire refrigerator has stopped working and I have lost all food in the refrigerator and freezer.

At least a month ago...I have numerous voicemails. I have put several service requests on American Home Shield. I am not getting anywhere. American Home Shield keeps you on the phone for about 1 to hours with no results. I realize the COVID-19 is going on, but this is ridiculous for service. I have food going bad left and right, because the refrigerator temperature keeps going up and down. I thoroughly dissatisfied with the service of Allstar American Appliances of Gastonia, NC.

Job well done

I made an appointment with a 5 hour arrival window the repair man called about 2 hours into the time window to tell me he was on the way. He charged me for $70 to locate a small tear in the door boot, He gave me a price for the boot and labor to put it in. I agreed. He said I would be informed when the part came in and could schedule the repair. 1 and 1/2 months later after numerous phone called that were never answered or returned I received a call stating that they needed more information to locate the work order and learn what may have become of the part. I called back in and left a message ( they never answer the phone) I gave my name address make and model of the washer the problem that needed repair and the invoice number. After another 3 weeks I still have not heard anything from Allstar Appliance Service | 1016 Holly Hills Dr GASTONIA, NC

Chris came out after a couple of days. We had no problem with that. When he arrived, he opened the door of the refrigerator and looked at the bottom of the freezer, and then shut the door. Next he said nothing was wrong and he would tell me how refrigerators work. Apparently, he had decided within seconds that I didn't have a problem and he wasn't going to do anything. I told him I needed him to check everything that could be a problem, and he said, "If I don't see a problem, I'm not going to do anything." That could be a fair statement if he had actually checked all possibilities before telling me nothing was wrong. He then proceeded to tell me that we know it isn't the ice maker. Maybe he knew that, but he hadn't shown me anything yet to prove it. Next he told me it was normal defrosting. Fair enough, but he had not looked at anything, or shown me anything, to make it clear to me there was nothing else that could be wrong. I explained to him that the last time we heard the noise we ended up with water on the floor a few days later, and I needed him to show me that wasn't going to happen again. At that point he finally decided to test the water dispenser, and then he pulled the front grill off the drain pan to check and see if there was excessive water there. After checking the things he had ignored upon first glance, it turns out there was not a problem. While his expertise and experience was correct, his dismissive attitude is very poor customer service. When a customer is paying $100 or more for you to check something, they expect you to investigate all the possibilities, even if your experience tells you there is a 99% chance of no problem. His skills are good, but his professionalism is lacking. If I have an issue in the future, I would give him a chance if he was chosen by the warranty provider. Maybe it was a bad day for him. People skills count for a lot in the service business. Since it was more of a customer skills issue that technical experience, a second incident could be much better. But I would not call him for a non-warranty repair.

Chris was very professional. He fit us into his schedule and even came out on a Saturday. He found a way to give us a discount, and his charges were VERY reasonable. I thanked him for saving us so much money (we thought we were going to have to purchase a new washer), and mentioned that we were going to have to purchase a new refrigerator because our freezer had been leaking. He took one look at the brand/model and told me what was wrong with it and how to fix it myself, which I did. He probably saved us THOUSANDS of dollars that day. As a side note, he is very personable and kind. I read the other reviews, and the ones that seem the most negative had to do with home warranty work - and I would say take these with a grain of salt. I would DEFINITELY call Allstar Appliance Repair again!

Allstar Appliance Service was sent out by HSA Home Warranty. We paid a $75.00 deductible directly to Allstar to have them come out to take a look at the broken appliances. The dishwasher had completely stopped working. The hood vent above the range was working, but not functioning properly and very loud. There was also a knob broken on the range. The first communication was fine and Chris came out within a week. The knob was not covered by our home warranty policy, but we asked him to order the part anyway and bill us separately. He had to order parts to repair the dishwasher and hood vent and said the office would call to schedule the repair as soon as the parts arrived (in approximately 2 weeks). It took over 2 months to get the correct parts in stock and get the initial repair scheduled. Wrong model and part #'s were provided to HSA, and I had to make multiple phone calls myself to get this resolved. After the initial repair, the dishwasher stopped working 45 minutes after the Chris left, and the hood vent was still quite loud. At that point, we opted for a cash out on the dishwasher. It took another 6 weeks to get HSA and Allstar in touch with each other so the necessary information could be relayed and the cash out to be processed. All in all, almost 4 months without a dishwasher! They rarely answer their phone and sometimes take several days to return calls. As for the knob for the range, I was told for over 3 months that it was "on order", but the knob never arrived. Once I realized I could order it myself on Amazon for only $30 and get it in 2 days, I told them to cancel the order. Overall, a very frustrating experience!

THE WORST. Contact this company only if you don't have a job and can stay home for lots of appointments. I've had three appointments to try to get my dryer fixed and it's still unresolved. The first was for them to come out and tell us that it was broken so they could order a part. The next was to install the part WRONG, And the third they cancelled citing bad weather (but my husband who is a local auto parts driver who had no problem going into work and driving all day). Problems with service abound. The receptionist has a terrible attitude problem; her voice drips with irritation and confrontation. They told us that the part would be in on a Monday so we waited for the call to schedule install - it didn't happen. We waited a week after the date that they said they would have the part before we called to ask what was up. They had gotten he part the previous week but had forgotten to call. In the end, the timer doesn't line up to the stop areas so we had to cover it with blue painters table indicating the new stops and minute settings but they don't see an issue with that. They can't come out at the end of their service window or commit to smaller time windows than 2 hours. I'm not sure I'm even willing to work with their bad attitudes or just get a new dryer.

Allstar showed great communication with us in setting up the appointment, informing is when they were on the way, and letting us know about the availability of parts. Chris has also been a wealth of helpful information and genuinely seems to care about taking care of his customers. Our built-in oven stopped working and shortly after we filed a claim with our insurance Allstar scheduled a service call with us. The parts needed to be ordered and within couple of days our appliance was back up and running.

The gentleman who showed up was very professional -- cleanly dressed and seemed to know what he was doing. He was very polite and cleaned up after himself.