Austin Wall Oven Installation

Excellent customer service and followup. Have been a customer for 9 years now and company has always been excellent. Tina helped us on the last appliance replacement, described the options well, and followed up the day after to make sure the work was done to our satisfaction and we were up and running again. Will definitely recommend them.

They installed a cooktop, a range hood, a wall oven, a microwave and trim kit, a refrigerator and a dishwasher. They provided great service. The technicians were knowledgeable. They were responsive. I would highly recommend them.

The technician seemed knowledgeable about the electronic components of the wall oven and likely causes for failure. One of the number keys on the touchpad on the front glass panel had stopped working a week before the oven was to go out of warranty. He took apart the glass front panel and looked at the contacts behind it. He ordered new parts. He returned to install them. The oven has worked ever since (Dec 2013 to the present, Dec 2015) and is still going.

We used the self-cleaning feature on our oven a couple of weeks ago and used the default clean cycle time of 3 hours. Toward the end of the cycle, the circuit breaker tripped. Even after I reset the circuit breaker, the oven would not heat up. I called James and he called me back almost immediately. He diagnosed the problem over the phone and told me the cost. When I approved the cost, he ordered the part and came and installed it. He also told us that this generally occurs after an appliance is a few years old and is more apt to occur during a long cleaning cycle. He suggested that a 2 hour cleaning cycle is usually sufficient and that we probably wouldn't have any problems if we used the shorter cleaning cycle.

After a few failed baked goods attempts I realized there was something wrong with my oven. We went and bought an expensive oven thermometer and discovered that the temp was 50 degrees off. I looked on the internet and discovered there is a temp calibration for the thermostat so I tried that. It helped a bit but still low. I called American Home Shield who we carry as our home warranty provider and they dispatched WCU services. I was so glad when I heard that as they had repaired our AC in 2011 spectacularly. Keegan called to make an appointment and I was going to meet him after noon. When I got home he was already there waiting. We went inside and discussed the problem and he knew what it was without even turning the oven on. Told me he would order the part and call me. A couple of days later I received a call from AHS's purchasing department. The first thing they did was tell me my oven was repairable but offered me a cash out for a new oven if I wanted (about 300.00, which I told them I could not replace it for that) then they told me the part was no longer available and had to be removed, sent out for repair and then re-installed. Total time, three weeks..THREE WEEKS WITHOUT MY OVEN? So I went to doing research online, checking parts houses and online forums. Discovered the digital display part was indeed not available but the relay board was, and that was the usual suspect. I called and talked to Keegan and he looked into it and it turned out AHS wanted him to pull the entire thing, display, board and all. He decided to try ordering just the relay board. He called and came out the day after the board arrived. My mom let him in the house, he installed the board and told her to have me try it and if it wasn't right he would come back and do plan B. Well it worked perfect! I have dealt with a lot of contractors and these guys, even as little known as they are, are always on time, friendly and know their business. I am glad they are an AHS contractor!

The heating element in my 30 year old oven burnt out in a scary white hot event. I called James Beardsley after reading reviews on Angie's list. I left him a voice mail detailing my problem along with the part number and model number of my oven. Within a couple of hours Mr Beardsley called me back and after a few questions back and forth he said if he could get the replacement part the next morning he would be able to come out that same day to replace the heating element and if not available, he would let me know when the replacement was available. As luck would have it, the replacement part was available and he picked it up the next morning on his way to our house. He helped my husband locate and turn off the power to the oven (located outside at a different location than the electric panel in the garage). He removed the old burnt out element and installed the new one, restored power and tested the new element. He was very knowledgeable, congenial and helpful in every way. Turns out he was familiar with our neighborhood and homes and builder from 30 years ago when this subdivision was built! What a small world! We thought the cost of the replacement part was very competitive with what we had found on the web and his cost was very reasonable. We felt very comfortable with his assessment and quick resolution to our problem. We will definitely call him again if any of our other large applicances need repair.

UPDATE: 11/21/14 Side Note - I had my oven and microwave installed today by an appliance installation company that contracts with other Lowe's locations (not the Brodie store) and other appliance retailers. No new platform was needed, they did not need to remove and replace my cook top, and were able to recess the Gas valve. Cost for everything (installation of microwave, oven and recessing the gas line) was $315. Just goes to show you Fairway is UNFAIRway! They will rob you blind and charge you for things that are unnecessary! UPDATE: 11/17/14 After speaking with Lowe's, it is my opinion that this contractor is both a liar and a crook. They lied about what actually occurred in my home to Lowe's. - They told them that I "chased them down the street" when they left and all I did was walk out of the front of my house asking them to wait until I could reach a supervisor, since they were blatantly ignoring me. - They said they felt threatened by me and they were two fit young men (looked to be in their 20s) and I am a 5'2" tall 50-yr-old woman. - They said I cursed at them. I said one cuss word - not to them, and I was actually walking away. It was about the situation of moving the gas line because I was frustrated.. - They said I yelled at them. While my voice is normally loudish (I have a hard of hearing mother), I did not yell. I just expressed my dissatisfaction with the overall situation and had to repeat to them 3 times to turn off my existing oven that they turned on without my permission, because it is a fire hazard. I also yelled "from the garage" when we were testing the breakers to see which one powered the oven - as it was not close to the kitchen. NEW ESTIMATE IS OUTRAGEOUS! They told Lowe's that they want $764 to install just my oven. They upped the basic installation from $139 - that I paid Lowe's to $200. They also want $105 to remove/replace platform. $75 to "cut" the wood. $245 to relocate the gas location to the next cabinet. $139 to remove the cooktop so they can reach easier and then replace it. So for the bargain price of $764 they will install my oven but not until after Thanksgiving. Add the $139 for the Microwave and that is a $904 job??? They also told Lowe's they would only come back if there was a store manager with them, since I am so threatening. Bottom line - they do not want to come back and why would I want such dishonest people in my home. They have NO VALUE for the customer. COMPANY MISREPRESENTS THEIR VALUES. So while their website ( http://www.fairwayinstallation.com/ ) touts: "We do it the FairWay. We do the customer right. We offer better services at a lower price than our competitors. We back every one of our products and services with a guarantee. No one matches our quality of services. Most of our competitors talk the talk but don?t walk the walk. We under promise and over achieve on every job we do. We have dedicated Employees not commissioned Sub-contractors ..... It?s the FairWay or no way" UNTRUSTWORTHY. I would have to say, they have no idea what the word "FAIR" means! They should rename themselves to "UntrustworthyWay" and get some orange jumpsuits to match! Side Note: I spoke to a neighbor who recently had a the exact same wall oven model replaced by another vendor. She told me they did not have an issue with modifications and upcharges. And since our houses were built at the same time, by the same builder, I believe that Fairway is more concerned with the almighty buck than the customer. Today, I compared the installation specs, side by side, for my current oven and the one I am buying. The measurements, specs, recommendations are IDENTICAL except for the weight support. The current one asks it to support 200 lbs and the old one asks that it support - 150 lbs. I doubt it is $764 worth of installation extra support. Details of the actual service call are below: -------------------------------------------------------------------------------------------------------------- Walked out on the job! Horrible Service! These guys are contracted by Lowe's to install appliances. I purchased a wall oven & a over the range microwave. I paid $129 per appliance for them to install it plus something they called a Detail, which is a visit prior to installation to measure & make sure it will work or recommend adjustments. What a nightmare this has turned into. 1) They called me last weekend & left a message they would install November 17. That day did not work for me and I needed the oven sooner. I called them back and was able to get an appt. for today between 2-5. I asked when they would be coming to do the Detail & they said they did not have it down, but would call Lowe's and call me back that day. No call back! 2) Fast forward to Friday. I called them in the AM to confirm my appointment (because they did not call me). I asked about the Detail again & they said that Lowe's said I had declined it. Funny, We discussed declining, but Lowe's said it was required. I had to accept it. So I paid for it. Fairway said they would do the detail on site and install the oven. 3) Sometime after 4 pm, I get a call that they are running late & would not be here until a little after 5 because they had 2 details to do. I asked how long installation would take and was told 2-3 hours. Sigh - on a Friday Night. But I needed to get the oven installed. I asked them where they were and they were on Slaughter. There is no way they could visit 2 customers and make it here a little after 5. I mentioned that and then I called their scheduler to tell them I was not happy with the delay. I had not planned to spend a Friday evening waiting for theses guys to get a job done. It had been a long day. They failed to communicate & set no expectations in advance. 2-5 was an arrival window, not the appointment. Add 2-3 hours install. I could have planned better had I been informed. 4) The scheduler must have called them and told them to skip the appointments because they arrived a little after 5 pm. This is where it all went bad. It was 2 very young junior guys. They were quiet & not very good at setting expectations or communicating. Apparently, the Detail visit does this. How long, how to prep, ... I never got any of that. On site they did not communicate what they were doing. Just told me to empty a cabinet, find a breaker, etc. 5) They told me to empty an entire cabinet of pans & glass dishes because that was where the power cord was located. They pulled out the oven & did a lot of measuring. 45 minutes later they announce that they cannot install the oven. The gas line that goes to my stove top is in the way. They told me I would need to have my gas line moved. Never do they mention that this is a service they provide, or give me a range of what it will cost. They even turned on my existing oven, without my permission or knowledge that it had been malfunctioning and overheating. I had to ask them multiple times to turn it off. I did not hire them to diagnose or fix that oven. I hired them to install a new oven. 6) I called Lowe's & speak with the manager and let them know my frustration. Had they scheduled the Detail visit earlier in the week, much of this could have been avoided. I am negotiating with the manager on what they can do to help this. Do we get another stove? How much does a gas line movement cost? Who moves the line? My kitchen in in total disarray. What can we do to get this fixed by Thanksgiving? 7) As I am talking to Lowe's on the phone, the installers try to convince me not to install the microwave today, because I might not be able to get a stainless oven. I assured them that I wanted it installed today. I was here, the kitchen was already a mess from all the stuff that needed moving and I wanted to get it done. 8) The guys go out to their truck to get what I expected to be the microwave. One comes back in and tells me they will have to drill through the tile to install the microwave bracket. I ask if it will be hidden under the new Microwave. It will. I am OK with that. At this point - I did not know they were not going to install it - they were just trying to get it to be my idea. 9) They start packing up their stuff and say that they will not be installing the microwave as they have other calls to make. And they just left! I followed them out and asked them to please stay and do it. To at least let me call the scheduler and see what could be done, but they just ignored me and drove off. Who does that? I admit, the situation was frustrating and I was clearly unhappy. I even apologized to them because I knew they did not set this appointment up. They heard me negotiating on the phone with Lowe's about what to do. I think they just cannot handle conflict or an unhappy customer. Instead of providing the service to make the customer happy they just left. Who does that? Don't plumbing companies (like mechanics) generally deal with people in unhappy situations? (broken pipes, big $$$). My kitchen & has no new appliances. I called Fairway. Conveniently the scheduler had left. The woman on the phone "promised" to get back to me! I called Lowe's but it is late, & there is not a lot they can do about it tonight. Fairway needs to be dropped by Lowe's. They are a service company that lacks service! They did NOT do the install I paid for. They did do a Detail (measuring for appliances to make sure they will fit) which took about 45 minutes. They were reckless with my existing oven and did not get my permission to turn it on. I will not find out anything until Monday. In the mean time - I am without an oven and microwave and my kitchen is in disarray.

After I had my brand new Electric Self-Cleaning Whirlpool wall oven only 10 days, the oven door "fogged" up between the glass panels of the door. I called Whirlpool, as it is still on warranty, and they dispatched Appliance Express to check it out. Upon prompt arrival, they placed booties on their shoes so as to not track in mud; they wore crisp, clean company clothing, were very polite and impressively knowledgeable. John, the lead man, explained clearly what had caused the fogging in the oven door. Terry made a follow-up call after the visit to see how it went. I will DEFINITELY use this company again!! They were very professional.

The price was included in the purchase. They seemed fairly well confident. My husband is an engineer so he has high standards and they seemed to have met those standards. They did come out for warranty work. The quality is fine.

I emailed this company through angie's list requesting service on my GE wall oven. I was specific about the error message I was receiving when trying to use my oven, and yet I received no response to my email. Several days later I called and left a voice message, again with very specific details about the problem I was having with my oven. About 4 days after I left the message I received a phone call from a woman who said that she was returning my call. Although I could hear another person prompting her in the background, she could not understand the issue with my oven, didn't seem to know how to schedule a service call, and ultimately told me that she would have to have "him" call me. A week later, "he" still had not called, so I moved on to another service company, regardless of the good reviews this company has on Angie's List. Very disappointing experience all the way around.