Guinco Service

It was horrible. I even contacted the BBB. The first guy came out and he said it was going to be, they were going to be out within a week with the parts we needed. Two weeks went by and we had an event we needed these ice makers for and we hadn't heard from anybody. So I called back. They said that guy doesn't work for us anymore. I understood that. They sent out two guys, who were an hour late. They started working on the units, there was more than one. One was downstairs, one in the kitchen and one in the bar area. They started in the butlers kitchen and they thought they fixed it. They turned it on and went to the bar area. Meanwhile, the drain hose to the one in the butlers kitchen was not connected and draining down. It drained down into the basement. The fire alarm went off because water got into the smoke detector. It was a really big deal. There was something else that happened too after that but I can't remember what it was, it was horrible. They did fix one of the other ones.

Given the age of my washer and the price to repair he suggested I replace the unit given the history of the model I had. I he was fair and honest and gave me great advice.

Tech came, just for looking and telling us I can't fix they charged us $105 which isn't fair If it's your issue that you can't repair. We called for an issue that you guys fix! I didn't call to fix a car. So If you guys can't you should not charge or charge a different amount.

Excellent service. He also provided me with tips to get the range in good operating order

got parts and did it on my own for much less than their charge and faster install on my own!

Waited a week for 1st service call. Service person was quite knowledgeable and explained in detail. No attempt was made to collect service fee. Waited another week for him to return with the parts he reported were available only to get a call late the day before that no parts were available. Guinco could do nothing else and would I like to pay for my "service call". I stated clearly I would gladly pay once I had spoken with the service person so I could get some questions explained. What followed were a series of calls asking for payment where I clearly restated the same cell back request. In the meantime I took this to the Office of the Chairman of Whirlpool. They were most responsive. Our equipment was out of service for 4 weeks. Luckily we had another unit in the pantry. On a neighbors referral I contacted a wonderful firm C & W Services of Dallas TX (214) 358-1496. They responded, ordered parts and fixed the unit. I then very gladly paid the $2000. bill. So why am I posting this on 1/7/17? Because today's mail brought correspondence from Transworld Systems Inc a COLLECTION AGENCY where this $105 issued was sent!!! Guinco never sent any mail to me and certainly never provide a callback on this issue. I look forward to my "chat" with the COLLECTION AGENCY next week

Technician ordered part for cooktop. It was wrong part. Contacted supervisor who re-ordered part. It too was wrong part. I had to take a photo of part and send to supervisor before correct part was ordered. Had a slight drop in confidence with this company after this first experience.

The tech, David, listened to our phone recordings and then did a diagnostic. He figured out what part was probably causing the problem (it was intermittent and did not do it while he was here). He replaced the part. He called about 1/2 hour before he arrived and then arrived right on time based on my appointment time and his phone estimate of when he would arrive. My appliance had an extended warranty so I do not know any cost for the service, but I've had Guinco also service (under warranty) a washer and both times the tech was professional, courteous, and knowledgeable.

After being quoted a 12-4 window for the day of service I called them at Noon to see if they could narrow that down. At that point they informed me that no one was coming since I did not respond to their voicemail. After looking thru my call list I found a missed call from them (hang up) but no voicemail to go with it. Apparently they are thorough enough to want to order parts in advance but not thorough enough to call the person again if no one responds. In addition since I had multiple appliances they wanted to charge me $105 for the service call (which isn't terrible) then an additional $50 per appliance that needs servicing. These are not cars so the diagnosis is not that complex if we are talking about a door hinge or a stem valve. Fortunately the partner program allows a choice of service providers when booking repairs thru them so I will be going a different route from now on.

People should be aware that this outfit charges $100 for a service call...which, IMO is higher than average. If you have TWO appliances to be diagnosed, expect $50 for the second repair. Also keep in mind this service will give you a three- hour window of time during which you will be expected to wait for your technician, which I believe is also fairly standard. My technician did come within the 3 hour window (I waited 1 hour and 15 minutes) and was professional and efficient. I can't say for sure if I will hire them again, and continue to hope there are cheaper options.

Although it took more than one visit, but was repaired to my satisfaction. They were very responsive.

We got a quote but didnt go forward with the work. Will hire them when we are ready.

It went well, I thought that Brian, the technician did an excellent job.

The only downside was the scheduling that occurred yesterday. The person on the phone was very nice and helpful and took note of our schedule needs, and, we believe, conveyed this to dispatch. Dispatch made an automated phone call saying we were scheduled directly in a period for which we had advised a conflict. We were able to invoke a human and somehow get it sorted out, but the initial appearance was that we weren't heard, and the interface heavily favored agreeing with the schedule. For now, fire the robot. The people got it right when we talked with them. The concern for providing good and timely service was evident in all human interactions. Please note that a call mid-afternoon resulted in a next-day appointment. The service call: almost at the beginning of the window, the robot called to advise the tech was on the way. Technician Kirk Helm's timely arrival, friendly and professional demeanor, immediate and correct diagnosis, speedy and economical repair, and useful advice about the future and eventual (far off, we hope) replacement of the washer all provided value above and beyond expected. I give Kirk 6 or maybe 7 stars out of 5. He represents Guinco well. We would heartily recommend Guinco for any similar work. We were referred to them by Rodenbaugh's, our preferred source of appliances, because their own highly satisfactory service department was slammed to more than a week out and they didn't want to make us wait. Good choice, and good business by all concerned.

I received an email from the company with my appointment window. The email included a picture of the scheduled technician which was a nice, security touch! I received a phone message 30 minutes before the technician arrived. Technician troubleshot the problem, gave me a quote for the parts and labor to fix my fridge and completed the repairs all in 1 appointment. He was polite and helpful. I signed up for an extended warranty to have the company continue to service my product!

I bought a Whirlpool side-by-side refrigerator October 2013 and subsequently called Whirlpool to send out a repairman from Guinco Service the following year (October 2014) to realign the doors. The doors were uneven at the top and bottom of the refrigerator. The work was done and I paid a trip charge and up until this past week I thought all was ok. However, in the past couple of days the door on the refrigerator side was making a loud noise on opening and closing. I called Whirlpool service and was forwarded to Guinco Service once again to make the repair. The technician came out on 5/9/16 and arrived at approximately 1:50 pm. On arrival the technician rang my doorbell and excessively slammed his hand to knock on my door almost simultaneously. That was an indication on the level of service to come. The technician then took the door off the refrigerator and determined that there was a screw loose on the bottom bracket. He asked had anyone tampered with the bracket (or something to that affect) and I said a Guinco’s technician had realigned the doors in October of 2014. He then tightened the screw, put some Loctite on the screw, remounted the door and realigned and was done at approximately 2:25 pm. He then presented me a bill for $234.90. I thought this to be a little excessive for service of a loose screw. I then contacted the service organization at Guinco on 5/10/16 to complain. The service manager did respond and advised that he would give me a $50.00 refund utilizing a Facebook Coupon and I said that I wasn’t interested. Based on the length of time the technician was on the job their rates and the quality of service (the technician repaired the door on my tile floor in the kitchen and I had to hold one end from sliding around on the floor and he left grease on the door when he left) at $460.00 per hour is very expensive.

No complaints about professionalism, promptness or responsiveness. But I had to only pay for labor since the parts were covered under warranty. The installation tech arrived at 11:45 AM and left about 1:20 PM, a little over an 1.5 hour installation. The labor charge was $450, I had a $15 Angie's list coupon and paid $435. The labor charge even if it was for 2 hours would be $225/hour. For an 1.5 hour install that comes to $300/hour. Plus I was also charged a $105 service charge when they came out to diagnose the unit. REALLY! So I don't pay for the time it takes to do the job but a flat fee? Would have to really think hard about using them in the future. Labor charge definitely on the high end for this market.

I called them and they were able to come out in 30 minutes. The technician was very professional and was able to diagnose in just a few minutes that the defrost timer had broken. He had the part on his truck and was able to make the repair very quickly saving us from losing any of our refrigerator or freezer goods.

Great overall experience. All work was covered under the manufacturers warranty because the cooktop was less than 1 year old. I had called Maytag about the problem and they had directed me to Guinco. Guinco was very responsive from the first contact and communicated very effectively all along. The technician came out and diagnosed the problem as a defective switch. The manufacturer recommended that all 4 switches be replaced and they had to be ordered. A few days later the technician came back and installed them. I would definitely use them again.

For fixing the refrigerator I would give them an A, overall I would give them about a B-. I wasn't here. They were nice enough to come out real quick on the service call and fix my refrigerator but then they didn't turn the refrigerator back on, so that when I got home, like a week later, everything in my refrigerator was spoiled. If they would have at least called me back but they never called me back.

The washer had done this before and Guinco had gotten it working great. Since it had happened before and Guinco had replaced the wiring that was corroded (I saw it, it was nasty), they went ahead and ordered the ccu (it had to be that since the wiring was new) before they even came out to the house. They worked me into their schedule after the part came in to minimize my washer being down. The tech(David G) checked it out and found another issue with the pressure hose and fixed that also. He also told me how to keep it working at its best. Guinco is the incredible! The tech's are knowledgeable about the appliances and know exactly what to do to fix them. I would recommend them to anyone.

Ran diagnostics and ordered a new part - came back and installed - 10% markup on part and tech was absolutely perfect

David G. came to my house promptly as scheduled. He was very informative and explained everything he was doing. He diagnosed the problem immediately and changed the part. Provided good advice on maintenance of my current dryer and suggestions for future appliances. The whole process only took about 30-40 minutes. Felt like the service fee was a little high, however, my coupon and senior discount was honored.

Found the cause of a problem I was having with my Whirlpool oven and repaired the unit. It had to have a circuit board replaced and it had to be ordered from the factory. The board came in quickly and was replaced quickly. The oven was tested and it working fine. The experience was a good one. The tech was professional, courteous and new his job. We will use Guinco again.

After calling a dozen or so appliance repair shops to get a part replaced on my Whirlpool washer, Guinco was the only company that was able to get the part. They booked the service for the next weekday, came out on time, and fixed the washer very quickly.