In Home Appliance Repair

Samsung uses this company to do their warranty work. This company was horrible every step of the way of getting my dryer fixed. 2 techs came out and put a thermometer in the dryer and turned it on. They handed me a work order and proceeded to leave. I said aren't you going to fix the dryer. They said no, they were here to see what if the dryer heated. I told them I could have told them it didn't heat over the phone. They said I needed to have the dryer vent professionally cleaned before they would order the parts. This cost me 214.00 and I had to use their recommended Jacob company. Still they hadn't ordered the parts to fix my dryer. Paula at this company was rude and hateful and took from dec. 9 th to dec. 15 to order the parts to fix my dryer after about 4 phone calls with her. My dyer wasn't fixed until Dec. 22nd. Then the techs ( 2 hillbillys) installed parts but we're too lazy to connect the dryer hose to the vent. My husband had to do their job and connect it himself. This company was a nightmare for beginning to end.

We have an extended warranty for our Frigidaire dishwasher through Lowes. We began having strange error codes appear on the unit, and it got to where the unit would not complete a full cycle without erroring out. We called the number for the extended warranty company, and they recommended In Home Appliance Repair and gave us the number to call along with our authorization number. The provider came out on August 29, 2014 and tried to diagnose what was wrong with our unit. The technician (who was the most pleasant and knowledgeable tech you could have asked for!) could not replicate the issue, but did some cleaning on the unit so that I would not be charged a service fee for not being able to replicate. The unit worked off and on okay for about a month, then began having the exact same issue as before. I called In Home Appliance Repair again on 10/14/14 and told them I was having the exact same issue. The woman I spoke to on the phone was quite rude and blatantly told me "No, that's not the same issue you had before." I told her yes, it was, that the error code was exactly the same as before, and that the warranty company told me I needed to call them back out. Again, she told me "No, you aren't having the same issue." Finally I told the woman "I don't really know what to say to that!" I was telling her my issue, she was telling me that I wasn't having that issue. Exasperated, the woman finally agreed to call the tech and ask him his opinion, and that she would get back to me, but made sure she let me know that it wouldn't be anytime soon. Later that day, she did in fact call me back and scheduled an appointment with me for the next day with the exact same technician. The technician arrived promptly on 10/15/14, after calling first and verifying when he would be there first. He again was extremely courteous and knowledgeable. He stayed around through at least two dishwasher cycles, and finally was able see the error code that we kept getting, which WAS the same error code as before. He took apart the dishwasher and discovered that the inside was leaking. He also mentioned that he felt the board controlling the top button control panel was faulty and needed to be replaced. He said that he would write everything up and speak to his boss and try to get parts ordered. He mentioned he would recommend replacing the pad that was wet, the part that was leaking, and the faulty board. He then left for the day. I received a call from the same woman as before on Sunday October 19, 2014 at 5:57pm, but because it was a Sunday and we were out of town and I did not recognize the number, I let the call go to voicemail. The voicemail stated that the parts were in and she needed to schedule an appointment for the technician to come out and install them. I called her back the following morning (October 20, 2014) at 8:12am, and asked to schedule an appointment. The woman (same woman throughout) was extremely rude and said that the technician had probably already left for his route and that she would have preferred to have make the appointment first thing in the morning before he left. She said "That's why I called you YESTERDAY." To which I replied "It was a SUNDAY and we were out of town." She sighed and put me on hold while she called the contractor. She was able to get in touch with him, and scheduled him to come out that morning between 8:30 and noon. The technician arrived (same friendly guy) and installed the parts quickly and closed everything back up. He told me he had installed a new pad, which should keep the sensor from going off saying that there was moisture in the unit. He told me he had recommended that the faulty board be replaced as well, but that his "boss lady" told him he was not allowed to, and that he was told he had to see if this fixed it first before ordering any additional parts. He told me to wait two full days before we turned the unit on, to give the unit a chance to dry out. I waited until this evening (10/22/14) to try and turn on the dishwasher. I turned the power source back on, and almost immediately the same code as we have been seeing all along came across the notification panel screen. I thought perhaps it just needed to reset, so I turned the power source back off, and back on again. I tried to press the buttons on the control panel, nothing worked. I tried again. Nothing. Now my unit buttons will not respond at all. The only thing we can get it to do is give us the same error message it has been giving all along. I called In Home Appliance Repair at 7:03pm this evening (thinking if the woman called me on Sunday at 5:57pm so surely I could call her on a Wednesday). She answered the phone and listened to my issue for a few moment before huffing "Well the office closed at 6pm you know!". I was just silent until she spoke again, and finally she told me the same technician could be here 6 days from now, on 10/28/14. I asked her why she couldn't get anyone else out earlier than that, and she got an attitude with me, which is when my husband grabbed the phone. She and my husband had an extremely angry and heated discussion regarding what we expected as far as service on the dishwasher, how poor their overall customer service was, and how poorly they were treating us as a customer. It turns out the woman I had been speaking with the entire time is the OWNER of the business. After several heated minutes, the woman stated she would be calling Lowes to recommend that we find someone else. Then she hung up on my husband. We will be calling our warranty provider as well as Lowe's tomorrow to try and take the next step to get this resolved with another provider. Again, I want to say the technician was AMAZING and had GREAT customer service! However, dealing with the owner was a truly horrible experience from start to finish!

The technician arrived promptly and explained what was wrong with my dryer. He gave us an estimate to repair our dryer, but we chose to buy a new one instead. He was friendly and professional. We will use them again.

Dealing with this company was a bad experience from the beginnning. They were referred to us by Lowes for appliance repair under our extended warranty. Our appointment time was scheduled from 1-5pm on Wednesday May 1st. I was contacted by the office on Sunday evening April 28th at almost 8 pm which I found rather late and the woman on the phone questioned why I could not take a next day appointment on Monday. I was at a friend's house and could not talk at the moment, but was irritated that I was being questioned as I set the appointment for my convenience for a reason. I called the woman back approx 45 min later that same evening when I returned home and told her that if she had a problem with servicing my appliance on the day I scheduled, I could certainly call Lowes and get that taken care of with another provider. She assured me that there was no problem but I told her that I did not care for her tone of voice or attitude. She hesitated and told me she did not understand what I was talking about. I then reiterated the fact that she questioned why I could not take a Monday appointment, and she then said she wanted to let me know they were available Monday and gave me some excuse that Lowes does not let people know their full availability. I should have heeded the initial feeling that I had. On the day before the scheduled service, the same woman called back to confirm for the next day. Then on the day of the scheduled service, 5/1, I finally called the office at 4:20pm as I had not heard from anyone all day and our appt time was from 1-5pm. Again the same woman answered and told me she wasnt sure the driver would be there actually by 5:00 but she would check and call me back. So 10 minutes later she called and said that he would be there. Well, at then at about 4:55 the driver called and asked my husband for directions, which we gave to him. He was on a major highway and we told him to take two major roads and then a left onto another road; he was not familiar with the area and said he would call back when he was near one of the landmarks my husband had given him. Well needless to say, he called back and was totally across the other side of town, not near where my husband told him to go. He said he was at a gas station and we have only lived in the area ourselves for approx 6 mos and don't know all the side streets. We had told him the major highways to take and he apparently went another way. So my husband tried patiently to explain it to him again but we were not sure where he was to begin with. So my husband got frustrated, as it was now 5:30 and the driver apparently did not know where he was. I took the phone and told him that we had given him directions and that it was not our fault if he could not locate where we were. He then asked me about cross streets and side streets and I told him that I did not know those as there was no need for that, we are off of two major highways. He then said, "well if you don't know where you live, how should I find it?!?" and then kept talking over me. I gave the phone back to my husband and the driver kept asking about North or South from our local courthouse and we both got frustrated and my husband hung up with him and told me to just cancel. So I called the office to cancel and the same woman answered and I told her I did not appreciate her driver being rude because he was lost. I said, "its now 5:45 and he still does not know where he is" She said, "well your appointment was only at 5:00" Really!?! So it's already 45 minutes late and I should think that is acceptable? So I hung up with her. My husband then called back after the driver called again, and I took the phone and a man answered at the office and I said "I need to cancel a service call". then he started to question me as to why and kept speaking over me! I explained to him that we have talked to the driver over three times now, my husband gave him directions and that now he was across town and started to get short with the two of us and we did not appreciate it and we did not want them coming to the house. He kept talking over me and I asked him "to please be quiet and let me talk and remember that I am the customer!" I said I was calling Lowes to file a complaint and find someone else. I also let him know that it is not that difficult to find us , and that a family member recently came here from out of state and had never even been to TX and he found us without incident. He said, "well he's almost there now" I said, "NO, he is not and it's almost 6PM and we are done, I am calling Lowes" He then told me that he was going to call Lowes and file a complaint. Really?? Based on what? the driver was given directions, three times, what more was expected? I have dealt with many providers but this was the absolute worst experience that I have had with anyone in years!!! Several service providers have been to our location without any incident and/or problems. We have always directed everyone the same way since there are two major roads taken to arrive at our location. Also, since they called me several days before, they need to prepare their drivers beforehand, and not expect the customers to be their GPS. I immediately called Lowes and explained the incident to the customer service representative who immediately filed a complaint and found another service provider.

The service man arrived on time, installed the new stove and took the old stove off.

my appt was scheduled between 12-5 on a friday. At 4:30 I called the office. When someone did answer, it was a lady who told me she didn't know where the service guy was and couldn't get him on the phone but would keep trying. At 5:15 I called back. This time it went to a voice mail and I left a message. Was called back by another service guy who also didn't have an answer for me. He said he would try to find where he was. There was so much more to it and went from bad to worse but this is all I am writing about it. The repair man finally showed up at 7:30 and told me they were giving me a 10% discount. I have used this company in the past but will never use them again.

the tech was very polite and did excellent work by telling me what needed to be done after he looked at it.

It went perfect! they came looked at the problem told me what it was and began working. It took about 30 min. start to finish.

Mr Swann and his assistant arrived within five minutes of the appointment time, established an informal relationship, and began measuring the frig and freezer inside temps while listening to our experiences with the units. He asked if we had been affected by rolling blackouts or power surges (we had) and then pulled out the unit to expose a filthy air vent and compressor coils. After cleaning the coils and vent and remeasuring the temps in both units, he determined that surges had most likely caused the temporary extended defrosting periods and the dirty coils resulted in uneven air flow from the freezer to the frig. He stated that he had suggested that many callers just unplug and restart their refrigerator before calling him out and having to pay for a service call. He offered to replace the master board, but thought it unnecessary to spend several hundred dollars unless we had future issues. Labor charge and service call for two persons for over an hour was reasonable. He fully explained his process and findings as he worked. We have had several previous service calls from this company with full customer satisfaction.

He was very pleasant and nice and did a good job.

This was a good experience for me. I was impressed with how quickly they sent someone out and also with the low price. The serviceman was very nice and I believe he was very honest, as well. He didn't try to tell me I needed something expensive or even a new stove.