Bob & Charlie's Appliance Service

BEWARE! First, I have used this company several years ago and had excellent service and results. This time, however, the experience with Bob and Charley was drastically different. I called and asked if I could have my stove top fixed and explained the problem. A repair person came to my home on August 16th. He was here about 15 min. He stated he needed to order the part, which I had assumed he would have since we had discussed it on the phone. He then told me that I needed to give him a pre-payment of $190! I was not quite willing to give so much in advance and asked what it included and was told it covered the service call for diagnosis as well as the installation of the part. The cost of any parts would be extra. He said the part would be received in about 7 days. Because I used this company previously, I trusted that and paid him. Over a week went by and I tried to contact B &C to check the status of the order and called the office, the machine was "full" so I could not leave a message. I tried several other times and finally tried texting and received a return call. I was told that he could not find the invoice on my order, and they had not ordered the part, but would do so that day and should have the part in the next few days. I did not hear from anyone for over a week. I sent a text to determine if the part was in and when I could set up installation. I was again told the part was on the way. I never received another call, so I tried to text him again and did not receive a text back. I tried again, and he finally got back to me. I was actively trying to make sure the part was coming, because I was already uncomfortable based upon the lack of communication and the difficulty reaching the firm. I called again, on September 7, I finally received a return call. When I asked the status of the part, I was again told the part had been ordered. I inquired regarding my prepayment of $190 and was told that the employee would never have told me that the $190 included the second visit and that they charge $190 for a "diagnostic” visit which was their standard fee for a service call, even if it was for 15 minutes and that I would have to pay that rate or more, depending on time spent when they come to install the part. Now look, who would agree to pay anyone $190 for a 15 minute opinion on a part? That is ridiculous and if true, I would have told him to forget it! The truth is that they never told me about the $190 “diagnostic” charge when I called for the initial service. Then all of the double talk, claiming the part had been ordered and in the end, the part still had not been ordered as I was told. At the end of the call today, he told me he had cancelled the order, so it was never in transit as he promised. They would not compromise on the $190. This company is operating in a way that is at best questionable and most likely operating that way on purpose. I attempted to work with them for a fair resolution, but they refused. So, regardless of what they say, it is best to avoid them completely. I intend on filing a complaint with the Magistrate Court to get my $190 back! I have never written a review like this before, but I am just so tired of how our country has become so irreverent when dealing with each other and our businesses treating customers as though they were there to be hustled. Not only do they not care about lying, but they deliberately and openly do so, and then accuse customers that they never did lie and the customer was wrong! This may be business as usual, but it also includes intimidation and is not right and should not be accepted as standard procedure anymore!

They were absolutely fabulous. I don't understand the negative reviews at all. My situation was a bit tricky, and Jonathan the technician had to come out more than once, but the office and the tech were always super pleasant and patient, and I will definitely use them again. They also gave me some valuable advice about maintaining my various appliances which they didn't have to do and I really appreciate that they took the time to help me. Highly recommend!

We have used Bob & Charlie’s for a number of years, and I like the people. Over the years we have had some service issues with them in addition to the ongoing issues described below. We contacted them in late-May 2019 about our wine cooler not cooling and after a follow-up reminder, they made a service visit in Jun 2019. They ordered a replacement thermostat for the wine cooler and called to arrange a service visit to install; however, when they got ready to come, they could not find the part (this has happened before). They reordered the thermostat and it arrived in mid-Aug 2019; however, due to their scheduling and our travel, the replacement thermostat was not installed until late-Oct 2019 at which time they were paid. The replacement thermostat was defective in that it would not regulate and maintained a temperature too low to store wine. I contacted them in Nov 2019 and explained the issue and they indicated that they would order another thermostat. In Jan 2020, we followed up with them twice to determine the status with no response. Since then, we have continued to follow-up with them and there has been no resolution with the wine cooler continuing to be out of service due to the defective thermostat. In Jan 2021, we contacted them about servicing a washing machine and the status of the replacement for the defective thermostat for the wine cooler. They were supposed to call back that day with a time when they could do a service visit; however, we never heard back from them. After waiting a couple of days, I contacted another service provider and they came out, diagnosed the problems, ordered the parts and within four days both appliances were properly repaired.

Unfortunately we cannot recommend Bob and Charlie’s. We had a malfunctioning dishwasher. First Bob came out, very uncommunicative, didn’t seem to actually diagnose anything but ordered a part. Two weeks later a young guy comes out, spends 2 hours, says it’s a clog—orders a different part. Four weeks later a third guy comes, concludes quickly it’s not a clog, but a bad motor. We asked for an estimate to replace the motor and never heard back. Two other local repair shops got us estimates within a few hours—not worth the cost. After 6 weeks we are buying a new dishwasher. Avoid.

Terrible. The installer was three hours late and didn't have the equipment to finish the job. After tearing out the old dishwasher the installer left to get a water hose, promising to "be right back. Never came back, never called. I tried calling Bob and Charlie's and the message on the phone says we do not accept voicemail so don't leave one. I then sent an email complaining about the service I received and received a response calling me a crybaby saying that I should find someone else to finish the job. I left a review on yelp and received a threatening email saying if I did not change my review I would be blacklisted all over Santa Fe.

I called them and the technician came out the next day. He inspected the dishwasher and said he needed to order the hose. After a month, I had to call them back. He came out again, but the hose he brought wasn't the right one. A month later, I call them again and by this time, I'm not happy. The technician comes out again, with the correct hose. He hands me the invoice. Outrageous charges. $139 for a service call, $69 for a plastic hose that couldn't have cost more than $30, and $75 labor charge. The bill was $315. They don't bother to tell you how much they charge for a service call or didn't give me any estimate of what this would cost me. $315 is half the cost of a new dishwasher. I don't recommend them.

The technician came and told us it needed a part, and it would take about 4 weeks. We said fine and called him back in 4 weeks. He came out again, looked at the refrigerator, told us it didn't need the part and charged us over $200.

It was a complete waste of $460. The door still does not close properly. When I called to complain, I was told that the refrigerator was 20 years old. That is why it needed to be repaired. I would never use this company again.

Repaired a part that kept the microwave door from latching.

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Labor was $177 for 3/4 of an hour. Part was $70., not the $60. quoted, nor was there mention of $10.88 shipping he charged me for a 3oz part. He was 25 minutes late with no call.

My dishwasher wasn't filling. I called Bob and Charie's because they are the certified repair company for some of my appliances, and my regular appliance repair man can't fix my dishwasher (Gaggenau). Bob and Charlie's have no answering machine, so you have to keep calling until you get a person. Finally I was able to reach Bob and when I told him the brand of my dishwasher, he said it was a crummy machine. But he said they would come the following morning. I asked what time and he said he didn't know. I asked if he could call on the way from his previous call and he said and quot;Okay.and quot; The next day I heard nothing until three in the afternoon when two guys arrived. They were very friendly and seemed knowledgeable. They said that mice had damaged my dishwasher, disabling the float switch that turned on the water. It took them about 20 minutes to and quot;fixand quot; it. and I got charged the flat 1-hour rate of $150, which I thought was steep. I did not receive an invoice. The next time I did dishes, the machine seemed to work (although I must say I didn't hang around and monitor it), except that it didn't turn off at the end of the cycle. The dryer stayed on for a couple of hours until I turned the whole machine off. This morning I tried to do another load. I turned the machine on and it went directly to dry, skipping all the other cycles. The machine smelled of rotting food, so I'm guessing it didn't drain properly the last time I used it. I started trying to call Bob and Charlie's this morning at 9, which Bob says in his message is when you can reach them. I called a dozen times, and then figured he recognized my number and was screening my calls. I went to Yelp and read some really bad reviews about their service. One guy is taking them to court. I decided not to pursue it and to look for another appliance repair person.

The previous homeowner had used Bob and Charlie's for work, so we decided to use them too. They don't take messages on their phone, so to schedule you have to keep calling until someone answers. After several days and more than half a dozen calls I was about to give up on trying to schedule with them when someone answered. He was able to send someone right out to do the job. There were a few unexpected complications with the installation abut the installers were able to handle it quickly and effectively with tools and supplies they had on hand. Very pricey for an appliance install, but they did a great job. As a plus, they were able to get ahold of someone to haul away our old appliances since we were having difficulty finding someone to take them. Overall, it's hard to get in touch with them, they're definitely not the cheapest, but it's quality work.

My oven is getting old and all thel ight bulbs had burned out. I called another appliance service man that was on Angie's list rated highly. He was going to order the light bulbs and call me when they were in so he could install them. That never happened. I called Bob and Charlie's and they were able to come out that afternoon and install a few light bulbs he had for the Gaggenau oven, and ordered the rest within a few days. He installed the difficult bulbs, so the 2 remaining were easy to replace. Bob and Charlie's is the Gaggenau and other high end service guys in town.

The service is good. If you send them a text message they are responsive. They do usually have the part with them and that is nice. They did have to order the belt but the washing machine is older. They do very good work. You cannot leave a voicemail with them.

I called three companies under APPLIANCES - MAJOR SERVICE and REPAIR in the Santa Fe phone book. One had an $80.00 charge, one had a $25.00 charge and one had a $60.00 charge. It was unfortunate for me that I chose Bob and Charlies Appliance Service. ..

Called Bob and Charlie's to work on our Sub Zero. We have used them before and they are very nice. Sometimes their answer machine is full and you have to call them back. They are always very nice and fix the problem. Cost is reasonable. I have already recommended them to our neighbors and they were happy with their work as well. I keep their card in my desk to call whenever there is a problem.

Person came on Friday 6th afternoon. He spent a few minutes looking at machine and I do mean a few! Said he would need to order part that would come in Monday or Tuesday but never got back to me till several days later the 12th. Told me pump was in and we arranged time the 16th. I rearranged my work schedule and am losing income sitting around waiting. Waited and waited and half an hour after suppose to be there I get a call saying person will be another half hour at least (implying more) and do we need to reschedule. I told them to forget it ,I'd rather pay for on time service from some company that values my time as much as theirs!! I would not use these guys and so much for the good reviews.

Arrived on time and performed work as required

I called. Bob hizzzonself showed up almost on time. He determined the part required and said it and quot;would take a few days to get the part.and quot; Took more than a week. Part arrived, he sent a minion to install who did a quick and compentent job. Price was slightly more than I expected but since I never requested a proper estimate, it is not at all out ouf line. I will call them the next time I need appliance work.

I called the company to repair a broken dishwasher. I expected to be told that they would come in a week or so, so was surprised when they suggested that same afternoon. The serviceman arrived promptly and was able to quickly repair the dishwasher. The drain had been blocked by paper and broken glass. He took all the parts out and cleaned them as he worked. I also asked him to take a look at my refrigerator, which he willingly did. He was very professional, but also friendly. The work was done quickly and well, and I felt the price was reasonable.

He found that the fan was bent in the refrigerator, unbent it and it worked. He explained everything very well.

Everything went great. I explained the story of what they did in the box above.

I contacted Bob and Charlie's Appliance Repair on Thursday morning. After I told them the problems my washing maching was having they suggested that it was probally a pump that was merely clogged. Their estimate was $120 - $200 to repair. They were able to come the SAME afternoon. Arturo arrived rigt on time (which was very good since I was on my lunch hour from work). Then were professional. Asked for a bucket for the water that came out of the washer and a mop to clean the mess. They showed me the coins that were clogging the pump. They even said that I did not have to replace the pump that it would just make some extra noise. I was really happy about that, most repair people would have just charged the extra to put in a new pump. The job was complete in less than an hour. It cost $170 to remove 57 cents in change. I must find a better way to save the change!!!

My washing machine was not filling with water. Bob told me to check the water lines because we have a well and might just have sand. The lines were fine - no sand. His repair person came out, replaced a part, got the washer going. It worked for 2 loads and stopped filling again. The repair man returned the next day and got the washer going again, but once again it worked for 1 or 2 loads and quit again. Bob spoke with my mother and told her the problem was sand and he refused to come back. I called back twice and asked him to at least call me - I have used him many times in the past and always had a good experience. All I asked for was the courtesy of a return phone call. Also, we figured out that by holding the water level switch (which is not what was replaced) in a particular position we can manually get the washer to fill.