HNG Appliances

HNG appliances charged my credit card for services not yet performed. They moved my appointment since part was not yet delivered. They claimed to have contacted me while we didn't get any calls. Super unresponsive for the past 2 weeks and my appointment is tomorrow. Good keeps going bad and lousy customer service.

If I could rate this company as an F- I would because that is exactly what I got from them. I had an issue with my Samsung French Door refrigerator not cooling properly which I discussed with Samsung on Jan 31. They had me do several trouble shooting steps one of which had to go overnight. I called them back the following day Feb 1st and eventually they issued a work order for HNG Appliance to do the repair. I wasn't able to contact them Friday due to my personal issues but I called on Saturday and got a recording saying that they were closed for the weekend. Got it, no problem. I left a message with all my info thinking that I would hear from them on Monday, Feb 4th. This is where gets interesting, I called around 9 AM on Monday and waited on hold for over two hours while no one answered the phone. And tried to submit a request on their web site but the website said the form was not working. So I got their email address and send them a request to do the repairs as soon as possible. Not hearing back from them I called Tuesday morning and again got no response . On Wednesday someone from HNG called and said that I would have to get a new authorization from Samsung because the previous one had expired. When I told her the a difficult time I had getting in touch with them she gave me her personal extension which she said was 1004. I spoke to Samsung and they tried to find another authorized repair facility but this his the only one they had in the entire Seattle area. They issued another number but when I tried to call HNG to pass on the new number the recording said that the extension that I was given did not exist. Numerous other attempts to try to contact HNG met with absolutely no results. When Samsung told me last Friday Feb. 8th that they had issued an appointment for me on the 19th of February I told them that that was unacceptable. I had been without my fridge since the 31st of January and waiting another 11 days was unacceptable. I finally got a Samsung supervisor to authorize going to another repair facility of my choosing. The gentleman that I contacted came to my house Friday night and fixed the problem. Finally today, February 11, I got a call from someone at HNG saying "we understand you have a little problem with your refrigerator". I explain to them that I've been getting trying to get in touch with them for over a week and she informed me that they really had a problem because the snow. I guess the snow effected their phone lines and emails so they couldn't answer phones or messages and tell their waiting customers that they had shut down. In short I will never utilize these people again and I am advising Samsung that they need to find an alternate repair facility that actually responds when are customers have problems.

AVOID! AVOID! AVOID! 1) They asked for a 4-6 hour window with no reference to time. So I had to take a whole day off work in order to get the work done. 2) Fees are a rip-off! $150 call-out fee then parts and labor after that at $125/hr. Labor is not pro-rated. Guy worked at our house for ten mins and charged the full $125 labor fee. Ended up paying over $300 for a 10 mins fix. 3) Part prices have a HUGE mark-up but required purchase from them. We got charged $75 for a part we later found online for $15.

Not only did HNG employees significantly damage the door frame of my laundry closet (see pics) but they also left a puddle of water and damaged my hard wood floor before running out the door (without saying a word!). As if that wasn't enough, they apparently committed fraud on my credit card by setting up a monthly recurring charge of nearly $300 which was caught this morning by Bank of Americas Fraud Department. I've had to reissue my card and will also have to hire someone to repair the damage done to my home. HNG did not return my phone call re this matter and they also did not reply to my email. In addition to the Bank of America claim, i have also opened a file re this matter with Samsung since HNG is a Samsung service provider. Beware!