Brand Source Appliance Service & Repair

Purchased the Brand Source extended warranty on new top of the line Maytag Washer and Dryer in October 2020. $3200 for the W & D plus close to $400 for the extended warranty. Had Brand Source come out on 12/29/2021 for a dryer problem. Didn't use the dryer after due to the NYE holiday. Went to use it today and there's a "LOC" code showing and none of the functions work. Called Brand Source Service again at 11:11a on 1/3/2021 to get a fix and the best they can do is get someone out the week of 1/10. I very politely asked the customer service rep to speak to his supervisor. This is not a problem I caused - the repair person caused it - so I wanted to see if they could possibly get someone out sooner. First I was told the supervisor was "in a meeting." Then I asked for the supervisor's name and was told they could not provide that information. Then I explained I had no problem with the customer service rep but just wanted to talk to the supervisor about getting service out sooner since (a) we won't be able to use the dryer for another week after already not using it for over 1 week, and (b) this is not our fault but was caused by the service tech on 1/29. Then I asked the service rep for their name. They refused to give that as well. Really? What kind of customer service is this??? I've purchased 1 DW, 2 Ranges, and 3 pairs of W & Ds over the years and this is the kind of service I get?

My dishwasher was not repaired and much of my time was wasted.

In the end, we will FORCE Frigidaire to REPLACE the product with a new one rather than play games with their lousy warranty "repair" people.
NEVER purchase the warranty "repair" package on a product like Frigidaire.  They hire con-men to come out and do the repairs who have absolutely NO CONCERN for the health and safety of the public.
BRAND SERVICE is just a con job on the public.

I was very impressed with their service. He broke something and replaced it for free. It went excellent and I plan on using them again. They actually called me to do a follow-up and make sure that I was happy with the repair.

Dryer troubleshooting was performed, we had just had some remodeling done before moving in and it turned out that they had made some electrical changes that effected the dryer.  (Once we had this information, the contractors corrected it).

I hired them because I had done business with their retail store before along with their parts departments. They are the pretty close to me too. I wouldn’t use them again because there are only 2 companies that kitchen aide recommends. They are not one of them. I would use one of the ones that Kitchen-Aide recommends. I asked the dispatcher if the technician knew how to run the diagnostics and they said yes. When he left though, he didn’t clear the diagnostic error codes. It also took about 2 weeks to get the parts when they said it would be 3-5 days and I had to call to find out the status of the part. The problem that remained is that the dishwater kept on soaping up. There are 3 levels of sprays on the dishwasher and he replaced that whole part, in other words the pump. The lower 2 sprays run fine but the upper spray doesn’t move around at all. The technician was plenty good enough for what he knew. I would definitely let him in my house again. For a Kitchen-Aide dishwasher I would definitely grow through one of the Kitchen-Aide recommend companies in the future.

On the initial visit. The technician stated that a fuse on the main board was blown. He left my home and went to retrieve the part. He called me to let me know that he had the board. Arrived on Monday, replaced board. He said it would take a while to cool, and he left. I waiting a few hours, and then checked the unit. The freezer was cold, the refrigerator was warm. I tried to adjust the temperature, and the thermostat was stuck on "2" for the refrigerator side, and was not lit up at all for the freezer side. I called Brand Source, and explained the new problem. They said it was a problem with the "flap" between the refrigerator  and the freezer. They ordered the part and said it would not be in for another week. During the week, I examined the board they put in and compared it to the one it replaced. It did not appear to be the correct board. When the technician came back on Monday, he replaced the flap part, but it did not solve the problem. He called LG, and they explained that the Code 2 was not a flap problem, and actually there was no fail code for number 2. I finally soldered a wire over the fuse location on the old broken board, and now reentered the 20th century of refrigeration! Technician stated that he would try to find the correct board. So long story short, I have been without a refrigerator for over a week, and was able to fix it at least temporarily with a 5 cent piece of wire and some solder, whereas brand source tried a circuit board and a flap and did not succeed. Eventually a few days later they found the correct board and replaced the rigged board, this has fixed the problem. 

They didn't charge me for the subsequent visits, which was a good concession. I understand that mistakes can happen, but the repeated mistakes that were made in the repair of my appliance will make me think twice before using their services again.

I called on Saturday and there were able to come out in 2 hours.  There was also a white residue that he said he?d never seen before. There was also a part on the bottom of the dishwasher that had a screw missing. I asked if he had another screw.  He said he could order one but that would cost $40.  I thought that was too much for a screw.  He said it looks like the other screw is holding it up fine.  He told me I could go around town to look for another screw.  In order to do that, I would have to take the screw out and drive around town looking for it.  That?s why I hired him.  He told me he had to go because he had another job which I thought was rude because he was already on a job.  I called back today and the receptionist said they couldn?t get back until tomorrow. I wasn?t really happy with the lady answering the phone.  She wouldn?t let me speak with anyone else even though I heard several men laughing in the background.  There is still water standing in the bottom of the dishwasher.

 

He was polite and courteous but he seemed frustrated that he didn?t know what was causing the problems.  Fast, same day service, is not a true statement.

For four months, I dealt with the Heating and A/C company used by our home builder (in our brand new house).  After four months, the company finally came out and said venting the microwave to the outside through an outside wall could not be done.  After talking with the sales people at the Appliance Outlet store in Parker, CO, who said our Microwave could be vented outside, they recommended we contact Brand Source Appliance Service and Repair.  I contacted Seth at Brand Source, who sent out Chad the next day. After receiving a very fair estimate that i approved, it only took Chad an hour and one-half to re-direct the microwave fan and install a vent to the outside.  We no longer have to live with cooking smells being blown back into the house.  Note: the first company never wanted to do the job in the first place but stalled our efforts for four months.
After receiving an estimate from Chad, we are going to use Brand Source to install three additional electrical plug-ins in our unfinished basement where our granddaughter plays.
Brand Source offers many additional handyman and remodeling services that we will utilize in the future.

Brand Source sent out their technician Troy within 24 hours, and he very quickly and efficiently diagnosed and fixed the problem. In addition, Troy 'undid' unnecessary and expensive 'repair' work that the previous repair company had said was needed. My dishwasher was working like a charm within an hour and I was charged a very reasonable price. Troy was professional, friendly and quite efficient. I will absolutely use Brand Source in the future and I highly recommend both the company and Troy.