Big Kountry Appliance Repair

Do NOT under any circumstances let these people into your home. They are absolute crooks. They took money from the warranty company twice, only to not fix the problem. When I called for the 3rd time for the same issue just days later, they said they knew what the issue was and they were going to order a new part. It made no sense that they all of a sudden knew how to fix it without ever coming back and talking with a master technician as maytag required. The lady on the phone tried to tell me that customer service didn't know what they were talking about and they had already spoken to the technician line after he left my home last time to make sure the washer was fixed properly. She claimed that he called from his vehicle after leaving when I told her I have video evidence that a phone call was never made while he was here. She said she would call me back after speaking with the warranty company. When she called back, she said they were going to send another company out for a 2nd opinion because she can't authorize a new washer, which I never asked for. When I called the warranty company back, they said she claimed that I was being combative and wouldn't authorize them to fix my washer and was demanding a new washer. Thankfully, I recorded all calls with this company and forwarded all of the TRUTH to maytag/whirlpool, which included all of the recorded calls and video from my home. They were shocked over the past month how I have been spoken to, and told me that what the technician was doing wasn't even what was recommended, and that's why they wanted him to call a master technician while he was in my home. I've been without a working washer for over a month because of this scam of a company. DO NOT TRUST THESE PEOPLE!

DO NOT USE THIS COMPANY!!!!! If I could give them NO STARS, I would Wish I had read these reviews before using this company! But I was in a bind with a washing machine that leaking all over and they could come out that day. BUT, the door gasket had to be ordered at $150!! and installation was $150!! plus tax, etc., $349 for a washer gasket around front loading door. Now, I'm waiting on the technician again because the first one did not install it right and the drain holes are not at the bottom of the door so water doesn't drain properly!! And the gasket is breaking off in "chunks"?? And since it's 4 days past the "30 days" they want to charge another $150 service fee for their mistake?? I don't think so! DO NOT USE THIS COMPANY!! UPDATE- I was told technician would be here in 10 minutes and 2 hours later he finally shows up. Then had the audacity to say the gasket is installed correctly or "the door wouldn't close". The gasket drain holes are not at the bottom of the door frame and so only one of the holes now drains water, but not the other three. Somehow he couldn't understand that and away he goes. He said "I'll send a report to the office and see what they say, but the gasket is installed correctly". GEEZ! Worst appliance repair I ever had in my 40 years of having all kinds of appliances repaired!! DO NOT USE!!!!

Juan came to repair my wine cooler. After finishing his job, he pushed the unit back into its socket under the counter and scratched the hardwood floor. He accused me that i was trying to blame on him a preexisting scratch. Then he squeezed the power cable under the unit and shorted it. Sometime after the left, the circuit breaker went off. I called the company and the service manager (that title seems a mockery) told me that Juan is their best technician and there is not way that he would have caused this damage. It's all my fault and I should take care of it. As I said, avoid at all cost

Big Kountry has a contract to provide repair services for Sears products, especially those with repair contracts. When scheduling a repair with Sears, they will tell you that "Sears" repairmen are not available in the Kingwood area....this is a lie.  You must insist that a Sears repairman be sent out or they will schedule Big Kountry . 

Our washing machine would not go through the spin cycle and Big Kountry was scheduled a week later. They diagnosed it as a "panel" problem.  Of course, they do not carry panels, or much of anything else with them on their trucks, so they have to order the part.  Now it's going on 3 weeks when they can finally get back. They install the panel, a 10 minute job, and leave  quickly before demonstrating the spin cycle.  The panel did not correct the problem and Sears was contacted again.  Sears called Big Kountry, who called us to schedule yet another visit, a week later.  We told Big Kountry that the last time this problem existed that a Sears repairman had to take the tub out and replace a bearing and a coupler and even gave them the part numbers. The Big Kountry receptionist  said they would order the parts so that the repairman would have them on hand when he arrived (another week later).  The repairman showed up, unannounced, and sat in his truck outside our home for 20 minutes, talking on the phone.  He then walked around our yard talking on the phone until I opened the front door and looked out at him.  He immediately hung up the phone and came inside, with no tools or diagnostic equipment.  We asked him if he had the parts and he refused to answer.  My wife tried to tell him about the successful repair, a year earlier from Sears, and he responded in a very rude and belligerent manner that the spinning problem was being caused by excessive suds.  I told him that he was not going to talk to my wife like that and that he had no credibility with me because they had already misdiagnosed the problem and maybe they should listen to a success story.  He told us he was not going to make any repairs and that Sears would have to do it.  He immediately stormed out of our house.

I called Sears and told them of this incident and insisted (requested to talk to a Supervisor) on having a Sears repairman sent out. Magically, they do have Sears repairman in the Kingwood area and one came out 2 days later, correctly diagnosed the problem, a coupler, and fixed the spinning problem. He did not leave until he successfully ran the washer completely through the spinning cycle.  He was outstanding in his professional diagnostics and customer service.  He was not aware that Sears (1-800-4-My-Home) was telling customers that Kingwood was not serviced by Sears repair, as Kingwood is very much part of his territory.

I would never recommend Big Kountry Appliance Repair and am contacting the BBB and Texas Business Practices Association to report this incident.

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