Marty Williams & Son a/c & Appliance

Quick to respond to messages, does clean work, courteous, reasonably priced.

It is very hard to answer this fairly. Marty is personable, well-intentioned, and probably capable of doing good work under correct circumstances. He gets credit for being pleasant. Our experience with his work, however, was disappointing. Our barely 6-yr.old Electrolux DW stopped working and gave an error message of 03, which the manual says is the washer motor. We relayed that info on our initial call to Marty Williams and Son the first of the week. On day one of our DW repair, his son, Shade was here for 2 and a half hours and was unable to fix it; he said he would return the next day, and charged nothing for that call. The next day, he returned with his dad and they determined the motor needed to be replaced. He estimated it would cost about $450, mostly in labor, due to the difficulty of accessing the motor. He said they could do that for us; if we wanted to replace it with a new DW, they could install it for us and haul away the old one for us for $150. We needed to think about it and we paid them the $45 for that day’s service call. We called them first thing Friday morning and Marty said they could be out at 2:00 to install a new DW we had just bought. I rearranged my schedule and cut short my day’s activities to be back before 2 so that we could have it installed before the weekend. I called Marty a couple of times that afternoon and was given revised arrival times, the last of which was going to be after 3:30 PM to begin a job he had told me would take about an hour. By that point, I was not confident he could actually be there at the agreed time, but I had the new, crated DW sitting in the middle of the kitchen floor. In an effort to make installation easier and faster for them, my husband and I had moved the new DW into the kitchen that morning; my choices were to have it installed Saturday morning (changing yet another day’s schedule) or to move it back into the garage for the weekend, doubling that effort. I thought Saturday morning was the best option and Marty agreed to come around 9AM. A little after 9 AM Saturday, Marty called and asked if we had bought some piece that is necessary to connect the DW. We hadn’t, and he said he would go by the store and pick one up for us. He arrived around 10, which seemed entirely reasonable. He discovered a couple of things about the previous DW installation that were apparently not to code and he was trying to correct them for a safe and proper installation, which I appreciated. He worked for about an hour on the installation, stopping a couple of times to ask me questions or tell me something about an issue that had come up and what he needed to do to correct it, and I would have to go get my husband because I don’t know how to install DWs and am not interested in learning about it. That is why we hired a professional. My husband was able to supply Marty with a few electrical supplies that were needed for the job and he was making progress, but then he needed a particular size electrical cord to connect the DW to the receptacle, and we didn’t have one of those. Marty said he had other calls to get to and couldn’t spend any more time on our DW. He offered to return to finish the job on Monday (leaving a partially installed DW sitting in the middle of my kitchen workspace) or to knock off $50 and let my husband complete the installation, which he indicated was nearly complete. I was frustrated at the slow progress and just wanted it to be over. The way Marty described the work yet to be done, I thought it was basically plugging something in and pushing the DW back into the cabinet space. I foolishly asked my husband if he could complete the work and he reluctantly agreed to. We paid Marty and he left. Our DW just sitting there. My husband then went to Lowe’s and got the heavy gauge cord that was needed. He spent the next five or six hours connecting the water line, the electrical, and leveling the machine. In other words, he installed the DW that we had just paid Marty to do. I could not in good faith recommend Marty for any repair work based on the experience we had. His time management abilities seem unsuited to this line of work, and are not what one would expect from someone who has 35 years experience. The reason we hired a professional was to have the work done professionally. That means that the professional comes in, assesses the job to the done, and takes care of it. If there are unseen obstacles that arise, I would have expected to be advised. If they cost more to repair, I would have expected to pay more. I would have expected someone with 35 years experience to have seen a wide range of problems arise in the field and to be equipped, both with supplies and with knowledge, to handle most of them, without unduly involving the homeowner. I would not have expected to become a partner in getting the job done. If I’d wanted a do-it-yourself job, we’d have gone that way to start with. And we would have planned it much more conveniently, not just taking over a job that was barely begun in the middle of our kitchen and in the middle of an already busy day. This was hands down the worst experience we have ever had with any in-home repair.

Great. Their prices are very fair compared to large commercial companies. They don't try to sell you something you don't need. They are both very kind. I would recommend them to everyone.