Callahan's Appliance Inc

I have yet to have my repair problem resolved but incredibly I have already experienced horrific service and extremely rude behavior. I scheduled warranty service on my refrigerator with these people through Sears. Callahan's didn't show up for the second scheduled appointment, so I called and spoke with a Jennifer and she said Sears' system doesn't communicate with their system at Callahan's, Funny it worked pretty well on the original appt. Jennifer then told me they'd be out in 2 days, but would not give me a time window which sounded like BS to me. She then hung up on me for some reason. Must've been a hard day of BS-ing customers I guess. She then blocked my phone number from being able to call her supervisor back because I was unable to get through again on several tries. If you're reading this I suggest you find another company that actually cares about taking good care of their customers. Spend your money with a company that doesn't suck.

I had a GE microwave that went out 11 months into warranty. GE assigned Callahan's to fix the problem. On 11/30/2017 they replaced a glass fuse with a ceramic one. "That always causes the problem". The same day, the unit went out again, so Callahan's had to come out again and at that point they took the unit to their shop. Over the course of the next SEVEN weeks, my microwave was at their shop. During the first 3 weeks or so, the communication was OK, but there were always excuses about how the part they replaced did not fix the microwave, and they needed to order another part. For what it's worth, I only spoke with them once a week or less because I wanted to respect their time. Afterwards, however, it was like they disappeared. Constant excuses - training time, delays or cancellations on parts orders, etc. After replacing the 5th component on the microwave, I began to suspect that these people have no idea what they are doing. At one point, I took time to have a magnetron from GE delivered to my house, then took it to them personally (total of about 2 hours of my own phone time and 3 hours drive time to Callahan's and back on a warranty repair) so that they did not have to schedule a pick up on on the part. I just wanted to help them out (this was more than 5 weeks in). I was told I would be called the very next day to be informed as to the progress of that part. I wasn't called. Three weeks and two additional parts later, I could not get them to call me back and leave a message (when they said they would) and they did not respond to email. I spoke with a lady name Tracy at one point well into this. She said she would confirm with her manager (and put me on hold) when one of the parts was supposed to be in (after the one I hand delivered to them). When she said it would be another several days, I asked to speak with her manager. She told me she IS the manager. Never outright lies, but certainly lots of deception. And obviously a healthy dose of incompetence. If you still haven't figured out what's wrong with a microwave after replacing several components, then you have no business being in business. During the 8th week of not having my microwave because Callahan's could not figure it out and would not communicate with me, I finally convinced GE to replace the unit. Callahan's dropped off the unit to my house on 1/22/2018 so that it could be exchanged with a new unit that will be installed by another company. Keep in mind that, as of 1/28/2018, this amounts to nearly two months without the unit. Also, the Callahan's website says they are BBB accredited and have an A+ rating. When I told "Tracy" about the fact that they are neither accredited nor A+ rated here on the BBB site (trying to be helpful to them even after several weeks) she said "I have no control over that." I would not recommend Callahan's Appliance to anyone at all.

No repairs were made and I purchased a different brand refrigerator.

We're very pleased. Rich is very personable and he quickly fixed the failure, and he also gave us some good advice about products we can purchase which will help our dishwasher.

I think that he was honest. He told me how much it would be to repair my washer and he wasn't going to do it because the cost of repairing was more than replacement. He didn't try to repair it and charge me. He told me the cost of repair would be more than getting a new one. He actually suggested that I wait and a lot of appliances are on sell in January. He was very fair. I don't think that there would have been anything to improve it. I thought the price was reasonable.

Dale arrived on time, quickly identified the problem, and checked his stock for availability. He went above and beyond to ensure we had ice for the holiday by returning with the part early the next morning, even before his normal working hours. We appreciated his professionalism and going the extra mile! Thanks, Dale!

They came on time, personable, did a great job, and were very professional.

The whole experienced was horrible, terrible.  I would not use them or recommend them at all.   The office manager stated the owner is going to take some money off the bill for our time, the total cost at first was $395.00, they only took off $75.00 for our difficult situation, they should have taken off more due to the extra money we had to spend at the laundry place and our time with out the our washer for 5 weeks.

So  it seems that because the first technician was incompetent along with a lax order follow-up my freezer was unnecessarily out of
commission for seven days.
I come to the conclusion that he was incompetent by his actions. He measured the temperature in the freezer at the upper and lower shelves and promptly declared that the fan motor needed to be changed. He did not consider any other possible causes or
open the freezer to take out the bad fan motor. Had he done that to confirm his assumptions and not be in such a hurry to leave he would have instantly found out that the problem was in the frost sensor and that he could have had the freezer working that very afternoon. He was in and out in a few minutes after declaring that he will order a new fan motor the next day since the office staff leaves early in the afternoon
So I ended up by paying Callahan Appliances $86.56 for a five minute visit, a wrong diagnoses, and unnecessary spoilage of freezer full of food all because of an incompetent technician ordering a replacement part that was not needed. Added to this was a parts replacement process that took seven days instead of the one to two days.
The total bill for the original service call and for the sensor and the labor came to $303.
So far it was a very frustrating experience. However, there is also a good part of this narrative.
After the work was done I wrote a detailed description of my experience to John Callahan with a copy to Samsung Service Department. It had the right effect. John Callahan wrote back and committed to look into the incident and arrange for additional training for the technician. Eventually they refunded me the cost of the service call and the labor, i.e. $140
So in summary, this company has a mix of good and incompetent technicians, an irresponsible service department, a sloppy parts ordering system, but a very responsive owner.
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I was under the impression, like with a car, they would actually look at the unit, starting with what is indicated by the error code which according to the owner's manual  could be a range of many things. I expected them to run it through some cycles, maybe even pull the unit out and actually look at it. Instead, they pushed the power on and it made some noise like it normally does when you start, and said, it was going to be these 3 parts, based on the error code, and it would be $350 to order the parts. I was basically asked to pay $350 UP FRONT for what might not even be the problem. I understand the error code is an indicator of the issue but the manual says it could be any number of things, and I had an issue with this dishwasher before. So of course in hindsight I realize I bought a lousy machine but I was really disappointed when the company on Samsung's website charged me $80 to come out and tell me to buy $350 parts before they get in there and look at it. Especially when I told them on the phone what the error code was. I know they want their trip charge but they didn't DO anything while here and could have as easily told me on the phone, it's these items (we think) and will be $350 incl. an $80 trip charge. If I had hired them, I would have been fine paying the $80 when they came out with the parts to fix it. However, I just was not comfortable paying for repairs when nobody looked at the unit.
When we finally had time to yank the dishwasher out, one of the hoses was kinked. We unkinked it, shoved it back in, ran a load, and lo and behold, it drained fine the smell was gone after the second cycle and the dishes are squeaky clean again.
So these people took my $80 $90, didn't DO anything except show up at my house wasting my time away from work, and it turns out, if they HAD pulled the thing out, they would have seen the kink, and hopefully been honest enough to let me know that was indeed the only issue, and charged me their trip charge and been on their way. I would have been totally fine paying them $80 to unkink the hose,since that was the issue and there was no way to know 'til they got in there. Plus it would have been done that day instead of a week and a half later when we finally got around to it.
Instead I paid $80 for nothing and had my time wasted.
They did have excellend availability and showed up when they said they did. However, if I ever have any issues with my appliances, I will not be calling these people. I marked that they performed services because they did show up.

Very pleased with the service.  Callahan's was very punctual and accurate.

After a negative experience with another service provider, I contacted Callahan's. I was very appreciative with there prompt work. The technician, Fred, was very nice. He gave me additional information on energy savings. He had the piece on his truck to fix my issue and then recycled the piece I no longer needed. I was very happy with the work and appreciate Callahan's quick job.

I told the young man what was happening with the washer and also showed him a video so he could hear what was happening when the rinse cycle was running with clothes in it.  He ran a spin cycle without any clothes and said it was running fine.  I told him he needed clothes in the washer as well (per the video), which he totally dismissed and ran the cycle anyways.  He said it's running like it should and there was nothing he could do and he packed up and left. 
I will never use this company again, and will not recommend them to anyone.

Very well!  The earliest appointment they had was the next morning, which we kept.  However, as I noted above, it's impossible to diagnose a problem with a working fridge, but he did talk through what may have happened.  I really appreciated the 90-day call back policy and we will use them again (hopefully we won't need them!).