Appliance Express

This group came out 4 different times and never fixed my ice maker. In the process their techs both ignored me mentioning that the machine looked to be leaking and the floors below it are now ruined. I spoke with the manager Chase several times and he was worthless and bumbled through excuses. Kevin and Luis were the techs that came out twice each and never could get it repaired. I'm filing a small claim case with the state to recoup the damages caused by Appliance expresses incompetence. I highly recommend never using this company for any repairs.

Leo did a great job. He brought the replacement part to fix the error code and also took the time to explain and answer questions about the other part of the problem, which was a builder install issue with the box and venting to the fan, located in the cabinet above the microwave. Leo's advice helped me explain the problem to the builder's warranty company, and everything is now fixed. I'll definitely call Appliance Express for repair on any future appliance problems--they fix the problem and provide excellent customer service.

Service technician, Lou, arrived promptly at designated appointment time. He installed the appropriate replacement pump for the water dispenser in our Kitchen Aid refrigerator. He also cleaned the coils and inspected/resealed our door gaskets. Lou's kindly manner and attention to detail is very much appreciated. He is an excellent representative for the Appliance Express Company. I would not hesitate to use Appliance Express again.

Great. Jerry called to let us know what time he would arrive and he was right on time. Repaired our problem in about 15 minutes... very professional. Will use again.

After door was replaced I noticed clock was not keeping correct time even though technician and I both had rest clock correctly. Turns out that door replacement also requires a circuit board replacement to insure proper function of clock. Technician returned same day to replace circuit board.

The company was very professional and sent me email confirmations about the appointment. They requested the model and serial number so they could pre-order the parts, and they had the parts available at the appointment. The technician did some basic troubleshooting and found that the expensive part was not needed. He was patient, friendly, and respectful as he demonstrated his troubleshooting steps and explained how he knew that the most likely problem was a $2 light switch. I gave a C for punctuality because he was very late for the appointment due to earlier jobs running long. The office staff was friendly and kept me informed. They gave me an option of rescheduling, but since the renter already had been without a dishwasher for 4 weeks, I did not want to delay any longer. I gave a B for price because the standard service fee was $108. This is about double what a lot of other companies charge. However, it was worth it for the correct diagnosis. The repair itself cost me $2 and 30 minutes of my time instead of $525 for the other provider for a repair that wouldn't have worked.

The service person was Leo Cantu. He was very professional and performed the repair quickly and well. My wife and I are extremely satisfied and would recommend Appliance Express based on this experience.

We had bought the Extend Warranty (after a "unrepairable" design flaw in the previous refrigerator) and we called the number for that. They put us in touch with Appliance Express, who set up an appointment a week later. The day before the appointment, we got an e-mail saying it would be from 8 to 10. On the day, Luis M. showed up on time, ready to go. He understood the problem, knew how to take the appropriate panels off to gain access to the mechanisms (part of the ice-maker and water to the door), diagnosed the problem (with a little dental mirror), had the part on his truck, and had the whole thing fixed in half an hour. He explained the problem, showed me the cracked part, cleaned up. Very well done.

He was polite, professional, and efficient. He was just wonderful.

Service person was great! Friendly, knowledgeable and punctual. Answered all questions asked. Followed through with work as stated.

Service Tech provided great information and fixed all of the problems. Most information from a service tech I have ever gotten. All very helpful. I will be using them for all my appliance repair work from now on. I will be recommending them to everyone I know.

After the tech spent an entire 2 minutes figuring out what was wrong with my fridge he told me it would cost 1300$ to fix it. i complained about the cost and the tech Luis looked me right in the eye and said. thats the price take it or leave it. being without my only fridge i said "fine fix it" then he told me he would take the mother board to make sure it was the correct one and left for a few hours. and came back to replace the mother board. yes my machine worked but when i looked up the cost of a new mother board online the part number he gave me was on ebay for 300$ when they charged 799$ for it. but it came as an entire piece with wires and 4 other circuit board. i was suspicious and had a friend who works on circuit boards to take a look. showed him what he replaced and when he took it off he said that clearly someone had soldered a new "capacitor" or something on there. there was dust everywhere but the area that part was on. the thing was worth a few dollars. not only that he told me the system was down and he could only take cash. so i had to drive to my bank while he waited. when i called the georgetown location to complain, Melissa gave me the run around. still dont have an answer to my problems. but atleast my fridge works finally .

These guys were great - punctual, great communication, very professional and fixed the dishwasher right the first time. Additionally, they took the time to do an overall service of the machine and provided us some education to keep it running. We have dealt with a lot of appliance companies unfortunately in the past -- these guys are tops in our book.

They showed up 3 different times across 2 weeks. All 3 times they did different tasks - none of them related to fridge repair as diagnostic work was never performed. Company does not display standard operating across these 3 visits. The first time - they did not remove the fridge from the wall and said it had to be related to dust accumulation even though I had already vaccumed out the fridge from the reverse (why moving a fridge helps). 2nd visit he walked in and without doing more than looking at the front door of the closed fridge declared it needed a part and he'd order it and they would install it later that week. 3rd visit the tech from the original visit returned and this time the fridge WAS pulled from the wall and declared that no way THIS part would do it - it had to be this OTHER part that we may be able to order in a few weeks. Bear in mind to this moment - no diagnostics were done. Complained the day after the 3rd visit at the lack of any work done on our fridge - never mind any repairs. They sent out a tech that day who was helpful, agreeable, and did diagnostic work. He determined that the fridge could not be repaired with what he had and he did not believe they could perform it before our trip so our groceries would all spoil. This company has no standard operating procedures and no concept of what a repair company needs to do. Customer service was excuses and explaining their limitations, but none of that accounts for failing to follow the very basics required to perform a repair - diagnosing a problem and only then going forward with a repair. One does not hunch on repair work.

These people are the greatest. I had to call Kitchenaid directly for factory authorized service and their agent was less than friendly or accommodating, saying we couldn't get service for 4 days because we didn't have the extended warranty. But knowing Appliance Express would be doing the service I called them and they were able to re-schedule service the next day. The techs were prompt, friendly and thorough in their diagnosis. They were very professional and noticed a couple of other things that needed to be done. Parts had to be ordered so that left us without a refrigerator for several days. Fortunately we had a backup plan so that was OK. When the service date arrived I hadn't heard from them so called and learned there was an error in scheduling. They immediately worked to reschedule so a technician arrived in a couple of hours to complete the work. These people are courteous, knowledgeable, professional and very customer service oriented. The fact that they are local to Georgetown is a huge plus. We highly recommend them.

Appliance Express was picked by by the manufacturer for warranty service to a 2 month old large appliance.  The manufacturer said that Appliance Express would call me to finalize the appointment; they never did.  I had to call them several times.  Apparently, they don't return phone calls.  This should have been my first tip off as to the poor service that was to come.  Unfortunately, given that this was warranty service, I felt captive, and apparently Appliance Express feels the same way enabling them to continue with their callous attitude.

After waiting a week and a half, the technician showed up to only to verify what I told them on the phone.  They are not prepared to make repairs.  Another week passes and a second technician shows up to explain that the first one didn't know what they were doing and ordered the wrong part.   Normally, I would expect a company to apologize and prioritize a correction, but Appliance Express just puts you at the back of the list again having to require me to call them to follow up.   So another 2 weeks pass, this time the part is changed, but the technician is not trained well enough to know what to try next.  His expert opinion is that I should try to solve the problem myself.  Really!!!  Why call a repairperson if it is up to me to resolve the problem.  A very rude manager later called explaining that they are busy, that they can't be held responsible for not knowing how to fix appliances that they are the representative for, and that it was the manufacturers fault that Appliance Express order the wrong parts and again told me that I should figure this out with the manufacturer.   Basically, they blamed everyone else but themselves for the slow service, callous behavior, and poor technical abilities.

Appliance Express is unresponsive, slow, poorly trained, and generally unprofessional.  In the end, they walked away from an incomplete job - apparently it is beyond their abilities.  

He showed us every step along the way, not only what he was doing, but what had probably caused the problem.  After fixing our refrigerator, Joseph went around our kitchen giving us tips about how to maintain other appliances, so we'd have fewer problems in the future.

unknown

Well, sometimes you win and sometimes you don't.  Had an appointment for Factory Service on 10/2/2015 and Gerry came out to analyze.  The e-mail that he sent to me during his visit said the unit needed and Inverter, Compressor, Dye Drier and Control Board assembly.
They ordered the parts and Tommy came out on Friday 10/16/2015 and said that all he needed to replace was the inverter and said that the other parts were not necessary.  As of Monday 10/19/2015 the freezer would not cool below 20 degrees.
I called Tommy (the technician) and he said the office would be calling me in a day.  On Wednesday I called them and they said they would call me back.
Nothing.  I called again today and they said they needed to order parts as they shipped the parts that were not used back to Kitchen Aid.
As of today...still not fixed....still not working.

Clif called, as promised, when he was on his way to our home.  He thoroughly checked the washer's computer, etc. to determine the issue.  Clif was very informative and explained everything as he performed his diagnostics.  Unfortunately the repair will cost as much as a new washing machine so Clif didn't actually fix the washer.  However he did give us all the options as far as the repairs vs. a new machine and verified that the parts were available.  Clif was very professional and a very nice young man.

We called Appliance Express to request service. It took the office a couple of days to call us back with an estimate and then schedule the job. All in all we were without a deli tray for a week, which wasn't an issue for us as we have a garage refrigerator. If it had been something more serious not sure if the repair would have been scheduled more quickly. The very nice repair person -Steve - called us twice to let us know his arrival schedule and he was right on time. Very professional and pleasant and the repair work was excellent. He even offered to help,replace the shelves I had removed from the refrigerator. My only concern was the cost. The simple replacement cost seemed very high for just unscrewing a part and replacing with a new one. Not the service techs fault I realize but surely seemed high.

unknown

I could not have been happier with this process. Appliance repair has to be one of the most frustrating things a homeowner faces. Appliance Express changed that for us. First I contacted the vendor, Kiva Kitchen and Bath,  where we purchased the washer.  Kiva contacted Whirlpool who approved the repair as a service call.  Kiva then contacted Appliance Express.  Since this was a warranty service call, Appliance Express contacted me to set up an appointment.  We discussed what might be the problem and we scheduled the appointment.  I received an automated telephone call the day before reminding me of the appointment.  Daniel called before heading over and arrived within the scheduled time.  He put booties over his shoes before walking into our home.  One look at the back of our washer with the water running and Daniel knew what the problem was.  He also looked at the washer run a cycle and determined it was not properly balanced and made the appropriate adjustments.   Daniel will be back next week to replace the defective parts.  The telephone scheduler and Daniel are extremely professional.  While the address for Appliance Express is in Georgetown, do not let that concern you.   They cast a wide net for their service area, we live in south Austin. 

unknown

After I had my brand new Electric Self-Cleaning Whirlpool wall oven only 10 days, the oven door "fogged" up between the glass panels of the door.  I called Whirlpool, as it is still on warranty, and they dispatched Appliance Express to check it out.  Upon prompt arrival, they placed booties on their shoes so as to not track in mud; they wore crisp, clean company clothing, were very polite and impressively knowledgeable.  John, the lead man, explained clearly what had caused the fogging in the oven door.  Terry made a follow-up call after the visit to see how it went.  I will DEFINITELY use this company again!!  They were very professional.