Carolina Appliance Service

Our service person was Eric. He kept the work on track. I don’t know much about the company as communications and paperwork weren’t perfect, but I’d be confident to have Eric do our appliance repairs!

I called in the morning and was told someone would come between 1 and 3 today. At 2, Shane called to say he would arrive within the hour. He was very thorough in assessing the problem. He retrieved a part from his van and replaced it. He explained what happened and how he fixed it, and what the charges were for. We were very pleased with the prompt and efficient service we received. We had trouble getting anyone to come to our area, but they arrived the same day. We would definitely call them again. The service call was a bit higher than some others, but the service was worth it.

Bill called me earlier in the day to let me know what time he would be arriving. He came within the specified window of time, and was very professional and knowledgeable. He fixed the problem within 15 minutes, determining there was an issue with the power receptacle at the wall. But Bill also asked if I would like for him to reverse the door on the dryer while he was here so I could easily load clothes directly from the washer (which had bothered me since original installation by Lowes!). Bill cleaned out the dryer filter areas I could not reach, giving me a little "tool" so I could continue to keep it cleaned out myself, and straightened the vent at the wall to improve air flow. I could not have asked for a better repair visit!

I don't like to write negative reviews. However, Bob is one of the most unprofessional owners I have dealt with. Right now, it is not about the money he won't pay to fix my floors, due to fridge repairs, it is about how he treated me on the phone. Complete disrespect, almost yelling. I called many companies to have my fridge repaired b/c it was freezing everything and the water and ice dispenser weren't working either. Samsung suggested I call them, so I did. Erik came out and was very pleasant and tried to figure out how to fix the problem. He wasn't sure so he called Samsung. They told him it sounded like I needed a new panel and temperature sensor. He ordered that and asked me to make sure the fridge was defrosted for 12 or more hours before he came to install it, which I did. I had done that about 4 or 5 times before so that not all food would be frozen. The part arrived, he installed it and charged me $321.18 and said the fridge was fixed. I told him the ice and water still weren't working but he said it was b/c they still needed to thaw. Which I thought was strange after being unplugged for 18 hours. But, I said, "Okay." He left and the next morning I awoke to an inch of water on my kitchen and living room floor b/c the fridge was leaking everywhere. I turned off the water and called Carolina Appliance. I was in a panic, spoke to Bob and he was curt and said he could have someone out at 2 pm. I said, "There is an inch of water on my floor after your fridge guy "fixed" my fridge and you can't have anyone out here sooner?" His response was, "No, they will get there when they can." Servpro came right out and had the floors drying by the time Erik came to my house at 3:30. He said it was an unrelated problem. It was a busted filter and that would cost me $142.00 more. Which I asked if he couldn't he have seen that problem before and he said it must have just happened. I got the bill from Serpro and called Bob to talk to him about helping me pay this Serpro bill since I feel it was at least partly their responsibility. My claim was that they said they fixed my fridge and even if it was unrelated, it was still not fixed as my water and ice were not working when he left. Had he looked into why that was happening, I feel he may have seen the problem and been able to save me from having to pay to have my floors fixed. At this point, it would have been much cheaper to buy a new fridge! Bob was so unprofessional, and actually hateful to me on the phone that I would NEVER recommend his company to anyone. However, Samsung apologized for recommending them and paid for everything! So, I am a Samsung fan now! Just not a Bob/Carolina Appliance fan.

quick and easy.

I was having a problem with my gas oven where it would heat up, but after a few minutes it would cycle off/on repeatedly, and food was not being fully cooked. The technician arrived early and was friendly and professional, but wasn't sure what the problem was. His best guess was to replace either the electronic probe or the main board. He called to check on the availability of parts, but only the probe was available. I was hesitant to spend money on the part, since the oven is probably at least 13 years old (it came with the house when we moved in last year). He specifically told me that if the probe did not fix the problem, I would not be charged for the part. A few days later the part was in, and the technician scheduled the follow-up visit for installation. This time he was late. He explained that he was running behind schedule, and as a result, he was only at my house for 10-15 minutes to install the part (it was very simple--only one screw and wire to plug in). The oven fired up, but he didn't stick around to make sure that it didn't start cycling off after a few minutes. He told me to call him if it didn't work, and rushed off to his next appointment. That night at dinner I tried it out and the issue was not resolved. My frozen pizza turned out to be a thawed, slightly warm, but not fully cooked pizza. The next day I spoke to the technician on the phone. Since a replacement board was unavailable, my only option was to buy a new oven. I asked him about receiving a refund for the probe as we had previously discussed, and he assured me that I would not have to pay for it (my only charge would be $99 for the service call). That was fine, however, it ended up not being true. After a couple weeks of phone calls, I finally got in touch with the owner, but he would not honor the agreement the technician had made. In the end I paid $193.20 to have my oven stay exactly as broken as it was in the first place, and then had to buy a new one. I will never use this company again.

Couldn't identify problem at first, but after watching process over a week, were able to fix it.

As expected.

Refrigerator working great again and I was relieved it was all for just over $300! Ended up having to replace ice maker (this the $300) but I'm glad we tried other options first.

Excellent service and solved our problem. Would definitely call them again as they were great to work with. This is the type service that I expect but so rarely get. Thanks for the great work.

He was prompt and very professional. I would definitely call these service providers again.

Best experience I've had with a company in a long time! I contacted Carolina Appliance based on the many positive Angie's List reviews. I called at 1:30, and the technician contacted me at 1:45 to let me know that he would be at my house at 2:00. He was quickly able to identify the problem as the drain pump, and the repair took a little less than 45 minutes. My laundry room is now back in business. Impressed by the speed and professionalism of this company.

Great work and service.

Great experience. I called early morning to schedule an appointment and they were able to come out the same afternoon. My dryer was only 18 months old at the time (and out of warranty), so the tech (Erik) was surprised to find a blown thermal fuse which he explained is more typical for an older unit. He suspected that it may have been caused by a faulty idler pulley, and explained that Samsung's new design of this part has kept him busy because if fails often. I very much appreciated his sincerity in telling me that he could change just the thermal fuse at this visit (because the dryer operated properly after he changed it), but that the pulley would likely fail within 6 months (which would require replacement of that part and possibly the thermal fuse again if it blew as a result of the faulty pulley), so I should consider replacing the idler pulley with an older-design pulley. The replacement pulley was relatively inexpensive, so I was confident that Erik wasn't trying to up-sell me. Two and half months later, the dryer has been used a lot (family of 6) and it has been operating with no problem.

excellent communication, fast service

The service went very well. It turned out to be just a fan replacement, and my technician used an older (i.e. better made) part than what would generally be available today. I appreciated that. Recommended!

Very responsive and quick to schedule. Excellent work will hire again.

very good. great company and tech. Will call again.

Very responsive, professional and my light works now

I appreciate their responsiveness and how they arrived promptly on time. Their attention to detail was awesome. Would definately hire again

Over the weekend my washing machine stopped draining. I called Carolina Appliance Service at 9am Monday morning and was told someone would call me on the way to my home. A few hours later I received the call and the repairman showed up as expected. My washing machine was fixed in less than an hour which was about 3 hours from the time of my initial call. I am very pleased.

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Dishwasher cycled through the initial water fill part of the wash program but stopped to show “Inlet Error” and failed to fill with water.  According to the manual this basically means the inlet water valve has failed and is not allowing water into the dishwasher. 

Carolina Appliance showed up and started to inspect our refrigerator not the dishwasher.  The tech then realized the fridge was next door’s work order not ours. Anyway, after diagnosing the dishwasher problem, the Carolina Appliance Tech wrote “inlet valve” on their work order sheet. I expected them to replace the inlet water valve.

When they returned with the ordered parts, they actually replaced a “Water Inlet Unit” NOT the water inlet VALVE.  The two parts are totally different.  The dishwasher continued to show “Inlet Error” and still failed to fill with water.  Naturally this would be expected if the inlet water valve had failed and had not been replaced!

The Carolina Appliance Tech became flustered & short tempered as the repair had not worked, and stated he did not know what the problem was and that he was “wasting his time” with our washer.  He later submitted a report to the warranty company contracting him that the main computer control board had failed due to “pest damage” as over 10 roaches had swarmed out of the washer.    This clearly different than his report to me!  As a result the warranty company denied my claim (great!).  

I believed Carolina Appliance’s diagnosis of roach damaged control board was incorrect based on:

1.The computer control board appeared to be correctly cycling through the program and correctly reporting an error 2.The suspected failed part (water inlet VALVE) had actually not been replaced 3.My wife’s report of his activity -  indicated he did not appear to have conducted any valid inspection or validation of the computer control board 4.There were only 3 roaches under the washer not the claimed 10,  the roaches were under the washer not near the control board – unlikely to have caused the damage and  long term roach invasion is unlikely as we have professional pest services from a top Angie’s List Provider.

I contacted Carolina Appliance management to discuss.  Bob immediately got confrontational stating “the technician had over 30 years of experience and challenged me on what experience I have in repairing dishwashers (as an aside, I have none, however I have over 25 years working with industrial control systems which are basically the same as the components in a dishwasher). Bob stood by his technician’s diagnosis totally ignoring the clear evidence.

After a bit of irritating fuss, the warranty company agreed to send a different provider to re-diagnose the problem providing I would pay $100 service fee if the second opinion agreed with Carolina Appliance’s diagnosis.  I agreed as I was so sure I would not have to pay the $100 service fee…

The second contractor came out and in less than 3 minutes diagnosed the problem as the water inlet valve.

They returned and replaced it. The dishwasher now works perfectly with the original computer control board that Carolina Appliance said had been damaged by roaches!

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