Doug's Appliance & Air Conditioning

We are a small animal rescue. We have 3 washers and do at least 10 loads of laundry per day. I called them before the New Year's for a washer repair. Told him how desperate we were, they said they could come out the next day but called later and said could be out that day. So far, I am very happy with the experience. We have a Samsung washer, you can't find any one that will work on this thing because apparently it is very hard to get parts for. The repair man came out and asked what the problem was. I told him it would not fill with water. He asked if I had checked the water filters on the hoses and was rather condescending. I told him no, didn't know how, he did show me how. That was not what was wrong with the machine. After more checking he felt that the pump was bad and that a part would have to be ordered. He was not sure how much the part was but ball parked a price. Said would call to order the part and would let me know if it was more. With the holidays he said it would be Monday 1/5 before he could come back. Charged me an $85. service call to look at the washer. Was not given an invoice or anything in writing. Monday morning, I did not hear from them, I called to find out when they would be back. They replied they part has not come in. Later that day, washer number 2 has broken. I called them to look at it. This one is under factory warranty, he told me I needed to get them to send a work order for it. Ok, called Lowes, got it all set up and service call for the next day. They use the same company. I bought the samsung from Lowe's also and they are the ones that refereed me to him. 1/6 Service man called this morning, said would be out between 8:30-9:30 am... Same gentleman arrived at 8:30 am. He took the machine apart and I felt by his behavior that he was not familiar with this type of machine. Finally decided that it was some kind of control board. Said would be back 5-7 days with a part. I asked him if he could please check on status of other part for the first washer. He said he would get back to me. I feel very frustrated, I have 2 washers out of 3 down now and truly no clue when they will be repaired and insufficient communication with the company to feel that the repairs will be done any time soon. I question if the parts have even been ordered. I have no invoices from the company, nothing in writing from the company.

My experience with Doug's was considerably frustrating and resulted in me contacting Samsung angry and requesting I be provided another supplier for service on my Samsung Dryer. The service was under warranty. Doug's first turned up just to get the serial number and to determine the part required. This could have been done with a simple phone call to me as I had already provided a detailed description of the part and also the model number and serial number of the dryer. I was requred to take time off from work to meet them just to obtain this information. Doug's then took approximately a week and a half to obtain the part upon which they would only call me in the morning of the day they were offering to come out for service. They would not set up a future appointment. This was incredibly inconvenient due to my work schedule. The first appointment I arranged for them to come out for repair had to be made a week and a half from the call when they had the part in. This was partly due to the 4th of July holidays and them not having any other opportunity to come out. The day of the appointment the service man called me in the morning to tell me what time he would be coming out which was to be near the end of the day. I received a call at 3pm an hour before the appointment and just as I got home (again, taking time from work) to inform me he had forgotten to put the part on the truck. He would have to reschedule. This took another week. On the day he came out, he showed up a half hour early without calling. He proceeded to replace the part. However, he certainly did not seem sure of how the part was to be installed. He ended up needing to remove the top, the front control panel and the door panel of my dryer. When he went to install the spring loaded hinged door for the lint trap, he appeared he did not know where the spring should go and the appropriate orientation of the hinged door. I had to show him where the spring should go and the proper orientation. He then broke the new part installing it. This required him to reassemble the dryer and order a new part as he didn't have a spare. Doug's then contacted me on a Monday when I was out of town and at approximately 7:40 to arrange a time for that day. As I did not receive the phone call due to being out of town, I did not know they had called until the following day. I expected them to call like they had in the past on both Tuesday and Wednesday of that week to schedule to come out for service. They didn't call. On Wednesday afternoon I received a call from Samsung to check on service and they ended up transferring me to Doug's to for me to arrange them to come out. The person answering the phone was rude and uncooperative in setting up an appointment for the next day and would only give me a time the rest of the week when it was inconvenient for me. Since he was rude and I had had so many problems with them and unable to set up an appointment convenient to my schedule and due to the disruption of my schedule in the past, I told the person on the phone at Doug's I would no longer deal with them. I then called Samsung to arrange to have a different service provider. I am still waiting to have my dryer appropriately serviced.

Doug's Appliance offered a 1-3pm service time today 3/5/12. I received a call early in the morning and confirmed a 30min call prior appt. They showed up at my house at 2pm without calling me ahead of time. But they called my cell and we made a plan for 3:30pm. Two gentlemen arrived shortly thereafter and reviewed the dryer situation. It turned out to be the 2nd instance of a bad belt for the dryer. The first warranty service was performed by Edward's appliance and they had to come out more than once to complete the service. They ordered the wrong part first and then the real part was on backorder for several weeks. Doug's Appliance had the part on the truck and fixed the problem promptly. They were very courteous and knowledgeable. Don't know how much this service call would cost as it was under warranty, but their friendly nature and accomodating to my schedule was very positive. I would definitely recommend them to anyone.

We purchased a Samsung dryer. We had Edwards appliance come and look at it. They were out three times, and each time they replaced the wrong part. This was a $210 charge. After calling Samsung, they recommended another appliance company. They recommended Doug’s appliance. On November 13th, they came out to look at the dryer. He said Samsung extended my warranty and that 7-10 days later my part would come in. After waiting several days, I called him and then when he came out and they still had the wrong part. After calling Samsung back, they told me they had extended the warranty for one month, and said they would not extend it again. Doug’s came out a week ago and said they would order me the correct part. Once the part came in, Doug’s said to call Samsung to extend the warranty again. They called me today and said they wouldn’t put the part in until I paid for it. This wouldn’t have been a problem if Doug’s had ordered the correct part the first time, and installed it properly. Doug’s said that Samsung dropped the warranty, however Samsung says they were told the job was done by Doug.