Broadway Sales and Appliance Repair

Caution! Look Elsewhere!! Save yourself!!! Broadway Sales and Service No Communication, No Follow Through, No Ownership of Mistakes, No Customer Service Our AC didn’t start up in May and we filed a claim through our home warranty that came with the sale of our house. Broadway Sales came out and looked at the unit and stated there was no electricity running to the outlet of the AC Unit. I scheduled an electrician to come out and they verified that the outlet was indeed providing sufficient power and charged me a $100 service fee to come out. I contacted Broadway Sales and informed them that there was adequate power to the outlet. Broadway sales again came out to look at the unit and stated that the coils were bad and the unit needed to be replaced. I contacted the home warranty company and they stated that it can take up to 5 days to review the assessment submitted by Broadway sales. After waiting 5 days, I contact the home warranty company and they stated that Broadway Sales had not submitted the paperwork. After finally getting ahold of either Ron or Rich at Broadway Sales they said they had submitted it. The warranty company contacted me 3 days later to inform me it was submitted and approved. Broadway technicians (Tony and an assistant) arrived later morning on July 12th for install. They worked for a bit and then stated they need to go and get a tool from the store. After 4.5 hours, they returned to install the new AC unit and completed the install around 6/6:30. Tony was unable to get the unit to respond to the thermostat and ever actually turn on. He was able to jump the unit and said that it was working and charged me over $1000. I hired an HVAC tech from a different company to come and he was able to replace some fuses on the furnace and clean up some of the AC work done by Broadway Sales and was able to get the AC unit working. He stated that he was sorry to say the installation looked like an amateur completed the work. He did say that the unit was measuring very low, but it was hot and humid out and it hadn’t been on. On Thursday July 21st, I contacted Broadway Sales and told Ron the line was freezing up. He stated that it need more Freon and to be charged up. He had more Freon coming in on Friday. For the next two weeks I would attempt to call Broadway Sales to see when the Freon would be in as we already paid our out of pocket portion. If we were able to get through we would be given various timelines. The mailbox is always full so leaving a message was not an option. We had to put in multiple escalation claims with the warranty company just to hear back from Broadway Sales. We finally were told that Freon would be in on 8/3 and then again on 8/10. I called Ron at Broadway on 8/10 to verify it came in and to verify the tech was coming the following day which I was told yes. Tony never arrived on 8/11 and I contacted Ron and was told he would be at my house between 9-11. At 11:30, my wife contacted Ron and he said Tony was completing a job in Bowling Green and would be heading to our house next. I called Ron at 4pm and he said Tony was going to be calling me. Tony called me to say he was leaving Lima and wouldn’t be over. After complaining and contacting Ron to inform him it had been over a month since installation and payment Tony agreed to come over on Saturday. Tony arrived on Saturday and added the Freon and charged the unit. Today 8/15 the line froze up again and I am unable to use the AC unit. This issue has been ongoing since May. I would avoid Broadway at all costs and use a more reputable and professional company. 8/19 - We had another HVAC company come out and look at the unit. The old and new refrigerants were installed together by Broadway Sales and Service. The new condenser is now contaminated and the unit is being recommended for replacement. So we paid them $1,100 to have to have another company replace the brand new ac unit they just installed.

DON'T EVER USE THIS COMPANY!!! Zero stars!!!!!They were the company contacted by our home warranty company for our air conditioner, from 1986, that didn't work. We'd recently purchased this house. When the technician came out he barely looked at the outside unit and then told my husband and I that it's too small for our house plus it's definitely got a leak and would continue to be a problem and wasn't worth fixing. He said he'll put in his report to the warranty company and we'd hear from them in a day or two. I was notified that a new unit was on order. Broadway was supposed to come out between 9-12 to install it. At 11:30 I called to find out why no one had shown up yet. The person put me on hold and then told me the technician was delayed at another job site but would be here within an hour. Two hours later I call again. He was surprised and put me on hold. After several minutes he tells me he's unable to get in contact with the technician and would put me through to the tech's phone where I left an inquiry message. An hour later, it's now 4:30, I call again. I'm now told that there was no unit there for my house and I should call the warranty company, which I did. They tell me the report they received said there was nothing wrong with our AC other than it's too small. I immediately call Broadway again and want to know what was wrong with them?! They're telling two different stories. The guy wasn't even able to tell me who the tech was that came out initially. I had to tell him a description so he would know who to talk to! This has been a total waste of 2 weeks without AC IN 90 degree heat! Now the warranty company decided to send out another company to look at our AC.

I've unfortunately had to deal with this company twice now because my warranty company sent them. Both times it took 3-4 weeks to get my refrigerator repaired. They've never been on time and have no respect for the homeowner's time. I had to call multiple times to make sure they actually ordered parts. Twice they had not.

It went very well.

The repairman did all he could not to fix an old refrigerator!

I brought my blue Bissell Proheat carpet shampooer into Broadway Sales and Service for repair. When I returned to the shop to pick it up, I was presented with a black machine, which was the same make, but may or may not have been the same model. (It was also much dirtier than the shampooer I dropped off.) Broadway maintains that the black shampooer presented to me is the one I brought in for service; however, I know that it is not. After much discussion and me walking through the shop, in an effort to locate my blue Bissell, I gave up. Unfortunately, my shampooer is out of warranty, and I do not have the serial number written down anywhere. Because I assumed that I was dealing with an honest broker, it did not occur to me that I needed to have Broadway write the model or serial number on the receipt, when I brought the shampooer into their shop. I have no idea what happened to my shampooer or why it was not returned to me.
I submitted a customer review to the Better Business Bureau.  In its response to my BBB review, Broadway indicated that I was a confused person and painted a picture of me as someone who, perhaps, was not in full possession of her faculties. Broadway further indicated that the Bissell 25A3, which is made without a separate soap dispenser, only comes in black; however, I never indicated that the shampooer I brought in was a 25A3, and Broadway did not document the model of my shampooer, when I brought it in for repair. What I dropped off was a blue Bissell Proheat. What Broadway Sales and Service gave me was a black Bissell Proheat model 25A3. If model 25A3 only comes in black, then my shampooer was not a 25A3. Bissell has made other Proheat models in blue, like mine, that come without the separate soap dispenser, which can be easily verified by a quick Google search.
Broadway also claimed, in its response to my BBB review, that I could not tell them what color blue my shampooer was; however, while I was in the shop, I pointed out a non-Bissell machine that I told them was the approximate color of the shampooer I brought in. When I called back, after I got home, to try to talk to the person who allegedly repaired my shampooer (who had not been there when I was in the shop) he asked me if it was light blue. I told him that I would not describe it as light blue, but that it was too light to be confused with black. As you can imagine, it is difficult to describe a precise shade of blue to someone, over the phone, when there is no common point of reference.
I am sorry to report that Broadway Sales and Service has been dishonest with me and disingenuous in its response to my BBB customer review. I don't know what Broadway did with the carpet shampooer that I brought in. If parts were not available or if my shampooer would have been too difficult or costly to repair, and they wanted to charge me for a trade into another Bissell that they had on hand, instead, I would have been open to considering that. What I am not open to is dishonesty. Someone at Broadway Sales and Service knows what actually happened to my carpet shampooer. I wish they had had the respect for me as a customer to have been truthful about it.
I have not yet had an opportunity to test the shampooer that they gave me, to see whether it even works; but, whether it does or does not, I should have been given the opportunity to agree or not agree to my shampooer being replaced instead of repaired.

unknown

Seemed pleasant enough at the beginning, the part was ordered and the appointment set for the 3-5pm slot. I drove back from my office in Michigan to be there in time, but they cancelled at 4pm because the part wasn't there. Rescheduled the appointment for another day, drove back in time for the 3-5pm, I called at 4:30pm to see what was going on, was told that the repairman didn't come back to the shop and get the parts, and that he wouldn't be there during the 2nd scheduled appt. Also,  office manager used some very colorful language during this conversation  Rescheduled again. T
Came today again for the 3-5pm appt. Repairman called me 20 minutes before to let know he was on his way. Great, this maybe my lucky day! Shane, the repairman was great,(BTW, he is their only guy) knows his stuff. At the end, when it came time to pay up, I asked for a discount for all my trouble. The repairman discussed with the owner, he was turned down. I called the owner and asked myself, I got the run around and a lot of excuses. He REFUSED. So I will take my lumps and tell the world, and won't use them again.
FYI - There are some old reviews with the good reviews- Old ownership. Things are different with the new ownership, just beware, no consideration for the customer. This would have never happened with the old ownership.

I'd say this was a somewhat challenging repair, in that the fridge/freezer doesn't have a water and ice dispenser.  So when our ice maker stopped working and I had already checked that there was water making it to the back of the freezer, the next step was to call these folks for help.  The tech Shane came out to assess the problem, and ended up recommending that the valve be replaced as they apparently often fail.  When this didn't resolve the problem, Share took the old valve back to the shop to test it (granted, it would have been better had he been able to test the original valve on site, or at least to test the old one back at the shop).
At any rate, the original valve actually tested out OK, so the problem then rsided with the ice maker.  One of their schedulers at the "office" played a key role in helping to keep me informed of the status on ach step along the way.  They charged for the initial call and assessment, refunded the $ for the valvle which wasn't needed after all, and charge me for the replacement ice maker.
All in all, while it was a hot part of the summer, they got the repair done in a reasonable amount of time considering parts had to ship etc.
Also, Shane was very good about rolling the fridge out onto cardboard to protect our hardwood kitchen floor -- this is important as the person who originally hooked up the fridge didn't do this and we can see where the wheels rolled -- slight indentations...

They replaced the seal and it's as good as new.

At first I thought the price was high, but it ended up being about 20% of the retail cost of a new unit, so it wasnt really that bad.  The onsite repair man was professional, but one of the people answering the phone was rude and unprofessional.  We called in to confirm the time and the operator thought she had put us on hold and said (paraphrasing) "I wish these dumb f*%ks would learn that an 8-12 window doesnt me 8 o'clock.'  Then hung up the phone so we had to call right back :( It was disappointing to know that there was so much angst around confirming the arrival time.But now my washer is working well and the charge was fair.  I see that I could have had it repaired a little cheaper, but then would not have the warranty on the repair performed, nor would it have been completed so fast (as I needed special order parts).

Also, they charged us a the same service fee twice (on the analysis and then on the repair), but as of today, said that they will be refunding the second charge.

The service technician was very professional.  He was on time, knowledgeable, and efficient.  He also was able to give us some pointers to improve the efficiency of the appliance.  I would gladly recommend them.

Great experience. Quick, cleaned up and was pleasant to deal with.

The technician was on time, listened to the problem, and proceeded to fix it.  He seemed very knowledgable about the product and I appreciated his advice.

See above.

GAVE ESTIMATE, HAD A LITTLE BIT OF A PROBLEM GETTING HIM TO COME OUT TO DO THE ESTIMATE. HE DID COME AND GIVE ESTIMATE, RETURNED THE NEXT DAY TO DO REPAIR, HE WAS COURTEOUS AND HE HAD A GOOD PRICE.

THEY WERE VERY PROMPT. I SHIPPED THE MIXER ON MONDAY AND HAD IT BACK BY FRIDAY. VERY FRIENDLY! THE PRICE WAS MUCH LOWER THAN EXPECTED AND MY MIXER IS WORKING GOOD AS NEW!