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The Appliance Guys
Appliance (Major Electric Appliance) - Install or Replace, Fridge, Freezer or Ice Maker Repair or Service, Appliance (Smaller Size) Installation and Replacement,
About us
Mention Angie's List and receive a 5% discount off the trip charge!
Business highlights
14 years of experience
Services we offer
AGA, Broan, Elmira Stove, In-home Appliance repair - large - including outdoor kitchens; RV, LG, Marvel, Scotsman, Sub Zero, Whirlpool, Wolf, and many other major brands, exhaust fans and built-in ice makers. Authorized for Samsung, kitchen and laundry equipment
Accepted Payment Methods
- CreditCard
Reviews
4.744 Reviews
| Number of Stars | Image of Distribution | Number of Ratings |
|---|---|---|
| 86% | ||
| 7% | ||
| 0% | ||
| 5% | ||
| 2% |
Showing 1-25 of 44 reviews
Paul F.
Sep 2017
Good, Parts had to be ordered, but was fixed within a week.
Justin D.
Jan 2017
They ordered a part and charged me that price but was able to find a less expensive one and provided a refund. They were punctual, more than friendly and very knowledgeable.
Renee B.
Mar 2016
unknown
Response from The Appliance Guys
"This customer has the facts exactly correct. The technician did come out to the home and, to save the customer money, disassembled the drain pump and cleaned it out. When tested the unit, it worked correctly. We did no more, or no less, than we would do for any other customer in this same circumstance. But I do wish to state that cleaning and reassembling a drain pump first, rather than simply replacing as a matter of policy, can be a significant savings for a customer. Especially since, if a pump does have to be replaced, no additional labor is charged under our 60-day labor warranty. If the pump does, ultimately, have to be replaced, the ONLY additional cost to the customer is the price of the pump and the applicable sales tax on the part. We follow these steps routinely because 80% of the time this is ALL that is needed but, when the pump did fail on the next day, I hate that this customer then had to wait for the part. However, we do not have control over the manufacturers and distributors of the parts when we are required to order parts for a customer. We have an added burden in this particular office of having to have ALL parts shipped in because there are no parts distributors within a distance that would make it economically feasible to travel to (when the part finally does arrive from the factory at the distributor). Bottom line, there is good news and bad news when doing business with us. Good news, we are local and our technicians are part of the community and do their best to save our neighbor's money. Bad news, we are local and to keep our costs down we wait to order parts until they are required. We hold no ill will when a customer tells the truth about their experience with us. I hope that, when they need the next appliance repaired, they find that the mega companies can perform to their standard. Julia Yazel, CEO The Appliance Guys"
Kathryn S.
Feb 2016
unknown
Response from The Appliance Guys
"Ms. [Member Name Removed], Many thanks for your kind review. It is NEVER pleasant to give a customer the bad news that their appliance can not/should not be repaired and your understanding is a refreshing thing. Warmest regards, Julia Yazel, CEO The Appliance Guys"
Donna T.
Dec 2015
unknown
Eve B.
Nov 2015
They shut off the ice maker and water and said that the back part was bad and that they had to replace it. After they shut it off, they said it would take about a week to replace the part. I never received any follow up calls after. I waited over a month, without any updates. I was very patient, but now it has been 2 months. I called the number on the website as well as the headquarters and they asked for a ticket # and I told them that I didn't have anything but the receipt. I paid them and received a senior discount. I contacted Julie, the CEO, in Columbia SC and I have a copy of all of the emails prior to the service people coming to my home. I spoke with Gina today, who said she does not know anything about it. Her office is located upstate, not in Columbia. I would like Angie's List to contact them to find out what is going on. It is a scam because they took my money and I did not get help.
Response from The Appliance Guys
"Yes, Ms. [Member Name Removed], we absolutely DID come out on Sept. 29th and take your money and disappear! If that had happened to me, I, too, would also be extremely upset. The Appliance Guys earned this "F" rating. But I'd like to state, for the record, a synopsis of our conversation yesterday. As I explained, the truck the tech visited you in was a "casualty" of the 21 inches of rain we had in Columbia on the day after your visit. We salvaged the truck and as much of the tech's paperwork as possible, but in the panic, we apparently did not salvage the information from your visit and did not get your information into our ordering system. Then, to add to your woes, the employee, Gi'anna, you spoke with had been with me for exactly 3 days. (Her first day was last Wednesday.) So, no, she did not know who you are because she looked in the ordering system and did not see your information. FYI - The employee you spoke with prior to Gi'anna is now no longer an employee because I guess that he did not take customer follow-up as seriously as I would have liked. In any case, you were the victim of a "perfect storm". And I apologize. I can't tell you this will never again happen to another customer, but 21 inches of rain is, hopefully, a very rare occurrence. I have asked for a review of all the tickets from that route sheet for that day to see if there are other customers we inadvertently overlooked and who are patiently waiting - as you did. I hope that the settlement we agreed upon is satisfactory. To restate: The full amount of your trip charge is being refunded; I spoke to your tech and he did, with prompting, remember your refrigerator and what it needs and we are air shipping in your valve. (The freight is also "on me"). All you will be left to pay is the labor amount and the part cost. The credit for the diagnosis will be reflected on a new ticket that the technician will present to you when he returns this week to complete the repair. Ms. [Member Name Removed], I know this does not adequately make up for all your inconvenience but I hope the $65 credit will demonstrate that I do not take any of my customers for granted - even the dissatisfied ones. Julia Yazel, CEO The Appliance Guys"
Robert P.
Aug 2015
unknown
Response from The Appliance Guys
"I'd like to thank you, on behalf of all The Appliance Guys, for the feedback. We are working hard to build the business and customers like you are making it all possible. Julia Yazel, CEO / The Appliance Guys"
Bill H.
Aug 2015
Serviceman arrived as promised and handled himself professionally. Diagnosed the problem and went to work immediately. Had the part on his truck and completed the work promptly. The entire service call was completed in 30 minutes. The serviceman seemed to be very well trained and knowledgeable. I plan to use this company for all my future business.
Response from The Appliance Guys
"Thank you, Mr. [member name removed]! I will certainly pass along your kind words to your technician! It is gratifying for everyone here to have a customer take time out of their busy day to provide feedback to us. Thank you again! Julia Yazel, CEO - The Appliance Guys"
Jane A.
Jul 2015
unknown
Response from The Appliance Guys
"Ms. [Member name removed], Thank you for taking the time out to grade our performance! It is very gratifying to know that a customer is pleased with their experience with us. I will pass along your feedback to your technician. Warmest regards, Julia Yazel, CEO The Appliance Guys"
Orien D.
Jul 2015
unknown
Eloise S.
Jul 2015
unknown
Response from The Appliance Guys
"Thank you, [Member Name Removed]! I will pass along your feedback to the technician who works with you. I don't have an opportunity to evaluate the technicians "on the spot" so it is very helpful when a customer takes their time to let me know that their tech has done a good job. Julia Yazel, CEO"
Gregory F.
Jun 2015
unknown
Response from The Appliance Guys
"I'm sorry we did not do a better job for you - I hope you will give us another chance to work for you in the future. Thank you for the feedback. Julia Yazel, CEO / The Appliance Guys"
Margaret C.
May 2015
unknown
Thomas C.
May 2015
unknown
Response from The Appliance Guys
"Thank you for the wondeful feedback! It is so meaningful to all of us when a customer reports that we provide a quality service especially when you take YOUR valuable time to do it on a public forum. Julia Yazel, CEO The Appliance Guys"
Peter L.
Feb 2015
I called them again the second time and they were as good as they were the first time. The guy who did the job was great. He could repair anything. He did a great job. He was very professional and very knowledgeable. He worked quickly and quietly. I was happy to have him in our home. He was a very good guy. He responded within 24 hours. I would recommend him to anybody.
Response from The Appliance Guys
"[member name removed], I'm very excited to pass your critique on to the tech. He'll get a GREAT BIG "attaboy" because your praise "checked off" almost all the major customer service attributes that we strive for in all our technicians. He earned a bonus on this one and I hope that he and his wife will enjoy a night out at the movies - on you! Warmest Regards, Julia Yazel, CEO, THE APPLIANCE GUYS"
Pam L.
Feb 2015
unknown
Response from The Appliance Guys
"[name removed], Thank you so much for the gracious comments. It's very gratifying to hear that a customer appreciates what we do! And here's hoping that the weather cooperates for the rest of the winter! Warmest regards, Julia Yazel, CEO The Appliance Guys"
Linda G.
Dec 2014
He arrived promptly (it was a "snow day" with many business closed). I was impressed by how quickly they sent somebody. He knew immediately what the problem was, the aeration baffle was deteriorating - this part isn't really necessary. He replaced it with a small piece of PVC custom-cut to fit. He checked all my hoses and told me they were OK & nothing else needed replacement. The washer has been working fine for 10 months now since it was fixed. Service call was $65 with Angie's List 10% off coupon: $58.50. Labor $20, total $78.50.
Dan F.
Oct 2014
unknown
Gopi S.
Sep 2014
The guy new exactly what he was doing. He found out the compressor was still under warranty and got it ordered immediately. A competitor had already charged me $85 for a service call and then quoted me a price that was 3x more than what I ended up paying.
Response from The Appliance Guys
"M [removed member name], I am so grateful that you took time out of your day to sit down and make this posting! As a small business owner in a service industry, it means a great deal to my technicians when I can pass along praise from a customer. Daily interaction with customers who are stressing over a problem in their home can be wearing - praise like yours lightens that burden. Thank you again for your kind words. Warmest regards, Julia Yazel, CEO The Appliance Guys"
Kathryn S.
Aug 2014
The washer has a costly transmission problem so we have decided to purchase a new machine rather than do the repair. The technician was pleasant, businesslike and efficient. He had clearly seen this problem often, described it clearly to me, and gave me the options without bias. The diagnosis fee is perhaps a little high but I figure that's the going rate for a professional and capable service/repair visit. (I paid $50 recently for a diagnosis on a television that I took in to the repair shop, so the figures are comparable.) The office was friendly and prompt when I made, and then had to change, the appointment, and that made a lot of difference too. I would certainly contact this service again and highly recommend to others.
Response from The Appliance Guys
"Thank you! I will pass along your kind review to the technician. I wish we were able to lower our diagnosis fee for field service calls. We agonized over raising it this year after 2 1/2 years at a lower price. Thank you again! Julia Yazel, CEO The Appliance Guys"
William M.
Jun 2014
I have used this company before for a dishwasher repair that went fine. This time I contacted them to repair my refrigerator which was not cooling. The tech came, looked inside (never measured or probed anything) and said it need a new defrost heater (which had to be ordered) - takes 2 days (in addition to the 2 days before they could come -luckily I had another fridge in the garage).. After the part was installed it only took 3 days for my fridge to stop working. Another call for service (which of course could not come for a couple of days - there appears to to be no effort made to prioritize previously failed repairs) and the original tech returned and blamed the failure on a combo of the company no longer sending both the heater and the thermostat together and sending a new guy to make the repair on the previous visit. Another day or two to get the thermostat in and replaced. Once again the fridge worked for 3 days. Another call to stress the urgency of getting this fixed resulted in my still having to wait a couple of days for a return visit. This time the tech told me he would have to place his data recorder in the fridge for 24 hours to figure out was wrong. Of course he did not bring this with him and had to return with this the next day. After a day of data recording they picked up the device and informed me that I needed a new control board. This had to be ordered and then a couple of days later it was installed. This time my fridge worked for 10 days, at this point I gave up and bought a new one without bothering to call these guys back.
My opinion is they are under staffed to handle the amount of business they get, so prepare to wait. They don't have any parts on hand, so prepare to wait. If something goes wrong you won't go to the top of the list, so prepare to wait. I also feel they shoot from the hip a bit when diagnosing problems which results in some misdiagnoses. I do think they charge a fair rate and they did show up on time. But ultimately they were unsuccessful in fixing my problem.
My opinion is they are under staffed to handle the amount of business they get, so prepare to wait. They don't have any parts on hand, so prepare to wait. If something goes wrong you won't go to the top of the list, so prepare to wait. I also feel they shoot from the hip a bit when diagnosing problems which results in some misdiagnoses. I do think they charge a fair rate and they did show up on time. But ultimately they were unsuccessful in fixing my problem.
Response from The Appliance Guys
"I am terribly sorry that we were unable to resolve the issue with your refrigerator to your satisfaction! I have carefully reviewed the technician's notes and am issuing you a partial refund of the service call fee. Please accept it with my apology. However, I would like to respond to some of the statements you made regarding my business. 1) That I did not understand that your problem was urgent. Because you specifically said in the pre-repair interview that you had an alternate refrigerator, the tech chose not to make a 'shotgun' repair. In cases like your GE refrigerator (where parts will test bad because interconnected parts give false readings), many companies will replace all parts at once that cause these same symptoms for this model (it is a well-documented issue). He took a more conservative (aiming for a less costly) approach, and worked the problem by resolving it in a step-wise manner. At The Appliance Guys one of our principals is to err on the side of the customer's purse and avoid installing unnecessary parts. (In your case, for this GE error, it was the board - in most cases the board is not required but is usually installed.) As it was, I charged you no additional labor or trip charges because of my 60 day service warranty. NOT discounting the value of your time, but I do not have a problem with my tech's approach. 2) That I do not stock parts - on that point, you are absolutely correct. We service many different brands. If I multiplied the base cost of each part by the number of models of each brand and that number by the number of parts for each model - and then attempted to stock parts to fix everything, I could no longer offer the lower prices for service that I do offer. Inventory costs money and my suppliers are reliable – maintaining parts inventories is what they do best and repair is what we do best. It's a great partnership and its benefits are passed directly to the customer. 3) I believe that your term ‘shoot from the hip’ when referring to the diagnosis, is absolutely not correct. For a known issue, seen many, many times with the same brand and model, it is not necessary to test and test. The particular tech who worked and supervised your issue has 20 years of experience and has worked this same issue many times. (If your flat tire had a nail sticking out would you require that the mechanic take the tire pressure before removing it?) 4) That I am understaffed for the amount of business that I have. We will have to agree to disagree on that point especially because you and I have never had that discussion. But again, because of an unfortunate chain of circumstances, you did wait and wait and wait and because of that, I am sending you a partial refund along with my most sincere apology. Julia Yazel, CEO The Appliance Guys"
Peter L.
May 2014
They did a terrific job and I highly recommend them. Their knowledge and expertise stood out the most to me. They were very polite and on time. They delivered what they said they would and when they said they would. Their quality is first grade. I certainly would use them again.
Response from The Appliance Guys
"Customer feedback is so important to the company and I really appreciate that you took the time out of your day to give us an 'attaboy' I can pass along my 'GUYS'! Warmest regards, Julia Yazel, CEO The Appliance Guys"
Jackie R.
May 2014
Emailed AG Sunday, got reply same day and phone call next day. Set up appt that I requested. Was here in time frame and repaired clogged drain line in freezer area of refrigerator! Additionally removed culprit part so would not have same problem in future! Outstanding service (and explanation so I could explain to my husband) :-)
Response from The Appliance Guys
"Thank you for taking time out to post words of praise! Customer feedback is important to me AND to my "Guys". Warmest regards, Julia Yazel, CEO The Appliance Guys"
Jerry S.
May 2014
unknown
Response from The Appliance Guys
"{removed member name}, I am sorry you were always stuck with me when you needed to communicate! However, I have a policy of not allowing "The Guys" to take outside calls, except emergencies, during their day. I feel this is the best way to insure that the tech's current customer gets the full attention of the technician when in the home. I am a bottleneck, but also a line of defense. However, I'm heartened to see that in spite of me you were generally pleased and I hope you will continue as one of our valued customers. Thank you for taking your time to let me know how you feel about your experience! I promise, I will do my best to be more responsive in the future. Regards, Julie Yazel, CEO The Appliance Guys"
Mary S.
May 2014
Details above. I really loved their common sense solution to the problem.
Response from The Appliance Guys
"Ms. [removed member name], You certainly DID have a problem that we had never seen before. My guys were very proud of themselves for helping you! Thank you for the kind words! Regards, Julia Yazel, CEO The Appliance Guys"
Licensing
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FAQ
The Appliance Guys is currently rated 4.7 overall out of 5.
The Appliance Guys accepts the following forms of payment: CreditCard
No, The Appliance Guys does not offer free project estimates.
No, The Appliance Guys does not offer eco-friendly accreditations.
No, The Appliance Guys does not offer a senior discount.
No, The Appliance Guys does not offer emergency services.
No, The Appliance Guys does not offer warranties.