Matt's Appliance Services

Our 5-year-old refrigerator quit working on Sept. 29. We called Matt's Appliance Service. Matt came on Oct. 4 and diagnosed a failed compressor. For this we paid $100 and were given an estimate of $700 for the compressor and $400 for labor. We were told that there was a 90-day warranty on the replacement compressor. Matt returned to replace the compressor on Oct. 21 for which we paid $1,271. The refrigerator still did not work. Matt installed a second compressor in late Oct. or early Nov. to no effect. A third compressor was installed by Matt on Nov.15, which also didn't work. On Nov.18, a different technician from Matt's came to check on the compressor and said that there was nothing he could do, but that he would talk with Matt and we would be called the next day. We heard nothing from Matt's for the next two weeks in spite of our almost daily phone calls to voicemail. We sent Matt's an email on Nov. 30, asking for a response and noting that according to our owner's manual, the original compressor was covered by a 10-year manufacturer's warranty. We eventually got a call from Mary in his office on Dec. 3, to say that Matt had decided to “step away” from our problem and that we would be given a $500 refund for the original compressor since it was under warranty. As we had not been provided with any written bill or invoice at any time, we don't know what portion of the $871 we had paid for parts was for the compressor, but $500 seemed low to us. We called back later that day and left a message requesting an invoice listing all parts and their costs so we could see if $500 was reasonable. We have gotten no reply since then, despite numerous phone calls and emails. We eventually called Sears to see if our refrigerator could be repaired. When the Sears technician checked our refrigerator, he noted that there was no freon in the system, and he could not find a leak. Apparently it had not been refilled when Matt last worked on it. In addition, the system had not been flushed out to clear the debris from the failure of the original compressor. There was an obstruction in one of the tubes carrying coolant to the freezer. The technician repaired our refrigerator and it is working fine now. The cost of this repair was $905. We understand that Matt went to considerable trouble and expense in his unsuccessful attempts to repair our refrigerator, but we paid him $1,371, and our refrigerator still didn't work. Even more exasperating and disappointing is the continual lack of response from a legitimate local business! Added to our frustration is the fact that when working on the refrigerator, he damaged with his tools our floor and cabinet around the appliance. All we want from Matt's at this time is an itemized invoice showing what we were charged for all parts and labor and a refund of what we were actually charged for the replacement compressor. It is now March, and we still have not heard anything from him. We have complained to the Better Business Bureau and to the Virginia Attorney General's office who have tried to contact the business, but Matt's has not responded to them either. We definitely would not recommend Matt's Appliance Service to anyone!

I requested of the technician (the owner of Matt’s Appliance Service) who had come to repair our oven that he, please, wear a mask while in our house. He replied, “Call the manufacturer and get another repair service,” and got into his truck and drove off. Terrible customer service. Note: A different technician from this same establishment, on an earlier call, deserves a 4-star rating for his competence and consideration of our masking request.

Came out 3 or 4 times...Issue still not fixed.....Ordered parts that they thought could be issue but because no codes on the refrigerator they didn't know for sure. Asked them to physically inspect the parts to see if it could be the compressor or a fan.....was told those are working just fine or a code would be showing up.....different service tech for each service call...and each one saying what the previous tech said to do was incorrect. When warrenty department reached back out they weren't will to try and diagnois any longer. Company is run like a circus

I give them overall a B+ or A-. If you use Matt he is very knowledgeable. If you get one of his associates they are less knowledgeable. They serve a wide area so it is usually about 2-3 days after you call them before they come to do the repairs. If they do not need to get a part they can fix it the same day. If they need a part they go back to their office and return when the part comes in.

It was a bit confusing dealing with the office. They missed one appointment saying we were not home when later found out they could not locate the address. Multiple attempts to deal with the office regarding payment. After many phone calls and weeks delay we were able to get an email invoice which was promptly paid. The work was done perfectly. Only issues were in scheduling and getting an invoice.

Called this business on behalf of a family member. Two people were at the home when the representative arrived. According to them, he spent roughly five minutes in the house. He said the heating element was bad, and he would be in touch when he had the parts. Also, according to the two present, he barely talked to them. After more than a week went by, and the dishwasher was still unusable, I assumed this business had abandoned our request for help. We called another appliance repair company. Turns out that it WAS NOT the heating element that was broken, but instead the electrical panel. Matt's Appliance Service took all of five minutes to misdiagnose a problem. A month later, I get a call from Matt's that our parts are in for the dishwasher. Where had they been before this? When I told them we had it fixed by another company, I heard "We've been trying to call you, on the two numbers we had for you." This was the first phone call I had gotten from them. I checked with the owner of the second number they had, and there was no record of Matt's calling. They apparently had no problem emailing me an invoice for a service visit yesterday. If they had my email address, why didn't they email me? I am disgusted that we are being charged $75 for a five minute visit, little discussion with those living there, apparently no diagnostic testing, and a wrong diagnosis, to boot. DO NOT use this business, if you want your appliance actually repaired. Very poor customer service.

They come from the warranty repair agreement. They recognized the issue was worse then initially thought. One guy came out and he was really cool.

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We used this guy to fix our freezer and he never did. We had to pay him but our freezer still doesn't work properly and we told him many times and never got an answer. Well we decided to try this guy again b/c we couldnt find anyone else to come out quickly so we called and was told he would be there on Monday...we explained no one would be at the house so he must call half an hour ahead of time so someone could be there and that was no problem. Well Monday came and no call but when we got home we had one of those Sorry We Missed You notes on our door. So we call and asked what happened and was pretty much told we were liars. We will NEVER use/call this guy again. Worse experience EVER!!!

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