GRAND APPLIANCE SERVICE

I called to have my refrigerator repaired. It was leaking water. I provided the company with a picture of the part that needed to be replaced prior to calling in. I setup an appointment. At this time I was told there was a 99.00 trip charge plus parts. I was also told if they did not have the part with them and had to order it there would be an additional charge for labor for the 2nd trip. I was fine with all of this. The day before i got a call to confirming my appointment. They left a message however the time they told me was not the time we had originally setup. So I called in to tell them that and they could not find my order. It took 15 minutes of being on hold for them to find the order and then a little back and forth on the time of arrival. In the end I got my original time back. The service tech arrived on time and knew exactly what he was doing. He also had the part on his truck. He was at my house for a total of 25 minutes. I was charged the 99.00 trip fee plus the cost of the part $55.00 and then an additional 65.00 to put the part on. This is where they get the F on price. I was not informed that there was going to be an additional 65.00 to put the part on. So it costed me 219.00 for 25 minutes. WIth most service companies, a trip charge covers the first 30 or 60 minutes and then there is additional labor after that. This is not the case with this company and they did not disclose this. I will not use this company again due to price and disorganization in the office.

After a failed service attempt with another service, company I contacted Grand Appliance. When calling the company they actually answered the phone and were friendly and set up a service call for 3 days later(this was not an urgent service request). The technician showed up withing the promised time frame and immediately identified the problem and a simple fix. Total time spent was approximately 15 minutes. Technician was friendly and efficient.

SERVICEMAN CAME OUT SEVERAL TIMES AFTER I COMPLAINED OF NATURAL GAS ODOR COMING FROM THE UNIT. THE GAS WAS FOUND NOT TO BE COMING FROM ANY CONNECTION AT THE REAR OF THE DRYER. THE SERVICEMAN DID NOT HAVE THE PROPER TOOLS TO CHECK FOR LEAKS. HE WOULD NOT BELIEVE IT WAS LEAKING, UNTIL I HAD TO BORROW A GAS TRACK METER FROM THE FIRE DEPT. TO PROVE THAT THE LEAK WAS COMING FROM UNDER THE DRYER AT THE DRYER'S GAS VALVE.

GRAND APPLIANCE CHARGES A FLAT FEE FOR COMING OUT AND DIAGNOSING THE PROBLEM. IF YOU DECIDE NOT TO REPAIR THE APPLIANCE, YOU CAN APPLY HALF OF THE SERVICE CALL COST TOWARD A NEW APPLIANCE FROM GRAND. THE SERVICE TECHNICIAN WAS TIMELY, THOROUGH AND COURTEOUS.