HOME SERVICE SOLUTIONS/NATE OWEN HIGH END APPLIANC

Nate's charged me over $450 to fix my dishwasher, but after two attempts, it was still not working properly. They would not offer a refund. Customers beware. Do not use this company.

Assessed situation and ordered new control board. Back-ordered parts caused two week wait. Parts covered under Wolf warranty. Labor was $239 out-of-pocket expense - a bit steep for a short on-site visit.

Very well. Very professional

unknown

I called Nate?s because of the high ratings from Angie?s list.  I called them because I have a downdraft that was not working (raising/lowering).  Nate?s repairman came out, pushed the up button on the downdraft, tried to raise it by hand and ended up getting the model number and leaving letting me know that he will let me know the repair estimate.  Week and half later, Nate?s called and told me the parts have been out of production for 3 years.  So it looks like I need a new downdraft and Nate?s said yes.  I did not expect that answer, but OK, I?ll investigate a new downdraft.  Nate?s calls back a week later and stated I owe them a service charge of $119 for their house call.  Nate?s spent 10 minutes in my house to validate the downdraft does not work and to obtain a model number.  Probably spends another 10 minutes calling Nate?s supplier to find out the parts have been out of production for 3 years and calling me to let me know?.all for $119.  I believe that is outrageous!  I would never have called Nate?s if I had known they would charge me $119 not fix my downdraft.  I am letting you know before you call them for any service.

After almost a year and seven visits by repairmen from Bray and Scarf - with no success - I called Nate Owen based on Angie's List reviews.  He made an appointment at come look at the unit, arrived on time, promptly diagnosed my problem and told me the approximate cost to repair it.  Two days later, I received an estimate from Nate, he ordered the parts and a week later, Jennifer called and set up an appointment to have the unit fixed.  Instead of paying over $8000 for a replacement unit, I now have my old one working LIKE NEW and I have ice in my new ice maker for the first time in a year!  I can not be more pleased with the service and professionalism of Nate and his team.  Would recommend them in a minute!

unknown

As others have written, the response time to either phone or email is slow. But in their defense, when I called they had more than a multiple calls come in during the span of our ten minute conversation. The delayed response time was frustrating to the point where I contemplated using another service. However, when the receptionist took the time to explain the cause for the delays (back order on parts) and I could hear how busy they were, it put things in perspective. It's a family run business. They appear to be expanding. They are polite/courteous and professional overall. I didn't hire them with an expectation for them to be my BFFs; I hired them to efficiently and competently get the job done on higher end appliances. They accomplished that goal. They do good work. As a side note, I called them a few weeks later to get assistance on another dishwasher for my parents. Because they don't handle Bosch they referred me to an outstanding other company.

I waited more than a week for an appointment with this appliance repair service, based on its great reviews. My freezer needs its seals replaced, and my Miele washer and dryer need servicing too. I was given a window of 1pm to 4pm.
At 1pm, I called the office to ask them to call me when they were on their way. At 3:58pm, the woman in the office called to say they were running late and would arrive at 4:30pm. At 6:30pm, the repairman called and told me they were out back. I told him that the time was no longer convenient, and asked if I could reschedule. Nate (I think!) sounded angry and abruptly hung up the phone on me --as if I had done something wrong! And when I called the office to reschedule, nobody was there!
I certainly won't be using this service given how rude they were, even if other folks have had a great experience with them.

unknown

They did a great job. Only (small) complaint is that they weren't very responsive initially. That said, I think that the admin was on vacation or there was some kind of transition. I would definitely use them again.

Summary: We asked Mr. Owen to look at our range, and we appreciated his inspection and the advice he provided. He identified a couple missing parts but told us they weren't necessary. He ordered those parts despite us never asking him to do so. When we informed him that we didn't want to incur the expense of parts that he had told us weren't necessary, he became very upset. He threatened acts of theft and fraud. We responded with a certified letter pointing out the seriousness of his threats, and he seems to have backed down.
Now for the details of all the interactions we've had with the company.
Background: We ordered a range from an online dealer. We noticed that a roller was missing, and decided to have someone inspect the range to make sure there weren't any issues.
Wednesday, April 16: We contact Mr. Owen's company and ask if someone can come look at our range. We are told that Mr. Owen will come the next afternoon. We are informed that it costs $109 for Mr. Owen to look at an appliance, and any service starts at $209 plus parts.
Thursday, April 17: Around 4 PM, with no sign of Mr. Owen, we call to see if he is planning to come. He was not -- somehow the appointment wasn't recorded. We asked if he could come the next day (we really wanted to be comfortable using the range to cook Easter dinner that Sunday), and they agreed. (Hence, an and quot;Aand quot; for responsiveness.)
Friday, April 18: Mr. Owen arrived as scheduled. (Hence, a and quot;Cand quot; for punctuality -- averaging the no-show on Thursday with a prompt arrival on Friday.) He briefly looked at the appliance and said everything looked fine. He identified two missing parts but told us they weren't necessary. We asked what the parts would cost, and he said he didn't even know if they were available. But he agreed to investigate and let us know what the cost would be, at which point we would decide whether to have him order and install the parts. So far, this seemed like a great experience.
Tuesday, May 6: We receive messages from the office that our parts had arrived. By and quot;messagesand quot;, I mean voicemails left on my phone and my wife's. I'll confess that neither my wife nor I responded, both expecting the other to do so. And just to clarify, there had been no communication in which we requested the company to order the parts.
Tuesday, June 3: I receive a message from the office that our parts had arrived. I call back immediately, apologize for not responding to the first message, and explain that I was surprised to hear that they had ordered the parts because we had only wanted to know what the cost would be. The woman (I assume it was Jenny, though she didn't identify herself) first explained how upset she was that no one returned her multiple messages (I suppose she's correct that she did leave multiple messages on May 6). She then informed me that it would cost $209 plus $130 for the parts to have them installed. I told her that since Mr. Owen had told us that they weren't necessary, we didn't want to incur the nearly $350 expense. She informed me that we hadn't paid the $109 for the initial inspection, and I responded that we'd like to pay the $109 but not the additional expense for the parts. She took my credit card information, and we ended the call.
What happened next was shocking in the true sense of the word. I received a voicemail from Mr. Owen. Here is the transcript, which is 100% accurate (I have saved the recording).

and quot;Yeah, hi, Mr. Abbott. This is, uh, Nate about the Aga range. Um, yeah, your wife never said she would [sic] didn’t want it done. I told her, uh, if the parts were available I’d go ahead and order them and, you know, if they weren’t out-outrageously [sic] expensive I’d just go ahead and order them. She said that would be fine. The parts were only 130 bucks. Um, I mean, we got your credit card number. I don’t see any sense in charging you for the parts [sic] because I will ship them to you, um, and I will charge you the 109 and the cost of parts. Or you can pay the other 100 dollars and go through with the completed repair. So let me know how you want to do it because it’s 109 plus the car-par-parts [sic] cost, which I will ship to you, um, or you just pay the 209 and we’ll come out and complete the job. Uh, if you refuse to pay for the parts the service charge will be 209 because I did come out and I believe I did something to the range. I forget exactly what it was because it’s dating back so long ago, but easiest thing is just follow through with the repair. Let’s get this done. Thanks.and quot;

I've bolded the parts that I consider to be outright threats to commit fraud and theft. Could I be overreacting? It's possible. I'm just glad that Mr. Owen left a recording so that I can share his exact words and you can be the judge.
Wednesday, June 4: I send Mr. Owen a letter via email and certified mail. The letter includes a transcript of his message and clearly instructs him to not charge anything more than the $109 he was owed for services agreed upon and performed. I also instructed him to put any future correspondence in writing. At 10PM, he left a voicemail in which he agreed to charge the correct amount. He also informed me that he would refuse to service me in the future.
Thursday, June 5: I receive a and quot;receiptand quot; via email from Jenny with the following message:
and quot;Please see the paid Invoice# 115831. Very dissapointed that after Ms. Abbott wanted all the repairs done and Nate
ordered parts. You have now refused completion of the repair. I left several messages and not once did anyone return my calls or emailed me your decision. You've wasted my time, Nate's time and left us with the costs of the parts Ms. Abbott agreed to complete your repair. Please find another servicer in the future.and quot;
I'm embarrassed to admit that I responded with an email pointing out the inaccuracies of her message, advising her on business ethics, and expressing dismay over how their actions tarnish the reputations of other small businesses, when I should have just ignored her.
So to summarize, these are individuals who, in my opinion, will choose to threaten to steal from their customers rather than simply own up to a relatively minor error committed on their part. (Hence, the and quot;Fand quot; for professionalism. And their unprofessionalism was so over the top that I feel it warranted an and quot;Fand quot; for the overall rating.) To their credit, as of June 6, they have not actually followed through on any of their threats.

He was fabulous. I was happy with his work. He was very nice man. He came in and did not fool around. He got the parts within a day or two. When he came back, he put it back the way it should have been.

Our sub-zero fridge was not making ice very well. We called for warranty service and Nate was recommended. We now know why. He discovered the heating element was bad, called sub-zero for an authorization, then went out to his truck where (surprise!) he had the correct part on his truck. He actually fixed the problem the same day. We also had a defective display panel on our Wolf range, and he did have to order that part. But he called back within a week to set up that appointment and was in and out in less than an hour. I have no idea where some of the bad reviews come from. Nate was professional, on time, and did exactly what he said he would do. Once the appliances are out of warranty we will definitely call him if we need repair work, and we won't complain about the price. After all, they are high end appliances.

This was the second time in a few weeks we required Nate's services, for two different problems, and I would give him and Jenny an A+ if I could. Our message was promptly returned to set up an appointment. Nate was on time, only did the necessary repairs and not more than was needed and charged a fair price. What a pleasure! We will definitely use his services again if our fridge (a 20-year old Sub-Zero) acts up again and highly recommend him.

Nate is wonderful. I first met him in early 2008 when I moved into his neighborhood. Although I only had a casual friendly relationship with him, that all changed when we had the and quot;BIG SNOWand quot; in 2009.
I am disabled and the woman who lives next door to me is elderly. We were stuck with no power, no heat, etc..
Well, Nate came over and taught me how to use and safely maintain my gas fireplaces, which I'd never even turned on.
My next door neighbor was able to stay with me until power was restored and we had heat and comfort, all thanks to Nate.
He is a man of honesty, integrity and compassion and I recommend him highly.

The two guys removed the old refrigerator, installed the new one, checked out the machinery and cleaned up after themselves.
They were professional, courteous, and worked quickly. Definitely impressed with them!

I watched him service my dryer to clean out the dryer vent. He charged me $150 to pull out dryer lent, I felt that his price was high and he reduced the price reluctantly after I said I was going to contact Angie's List. He did not like that I watched him working on the machine. I was only watching so I could see how he did the job. When I called him to come out again for some more work he refused to come out because he did not want to come to my house and then he hung up on the phone.

Initial fix was no sufficient, had triggered another problem which they fixed with no extra charge

The and quot;serviceand quot; light came on in our Sub-Zero refrigerator so we thought it was time to get it checked out. Even though it was a federal holiday (President's Day) I called Nate Owen's High End Appliances, thinking I'd at least leave a message. Not only did someone answer, but Nate Owen, the owner of the company, made a service call that afternoon! I was very surprised. He quickly looked at the Sub-Zero, determined it just needed to be vacuumed out and did that with no charge to me. Then he noticed the Wolf stove and said that the smaller oven for that stove had a factory recall on it and he could replace that at no charge, which he proceeded to do. He also noticed that the larger oven door was not sealing well and needed a new sealer. He didn't have that part with him, or he would have taken care of it on the spot. Three days later, a member of his staff came to the house, replaced the needed part, and serviced the entire gas stove, which hadn't been checked out in years. Both Nate and his staff were professional and efficient. I was extremely pleased. I would certainly use them again and would highly recommend them to others.

I would highly recommend Nate Owen for all high end large appliances. The response was quick, he came when scheduled and ordered the parts immediately , performed the work efficiently and effectively and left the kitchen clean. Best service yet.
I have used Bray and Scarf service in the past since I purchased all the large appliances there years ago, but found they were not successful in doing the repairs that were required, plus the wait time was too long.
I will certainly call Nate Owens again and would recommend him to everyone. A+

We relocated from the DC area but retained our townhouse in Vienna as a rental unit. Our tenant sent an email alerting us that the 7-year old Miele Dishwasher had ceased to clear the water from the unit properly. We quickly found that the dealer who sold us the unit had gone bankrupt and the only other large appliance repairman we had experience with had recently retired and closed his doors. So we commenced our search for a qualified Miele Repairman with a decent rating on Angie's List.
There was more than one, but Nate Owen's High End Appliance Service, Inc in Fairfax caught my eye and I sent them an email late on Monday evening - After 9:00 - expecting to have it on their computers when they came in the following morning. However, at 10:01 p.m. I received an email response from the office manager, Jenny Owen, offering alternative times for a prompt service call. Being a non-resident landlord, I proceeded to set up the financials for payment after the work was done and was informed by Jenny that they charged a flat labor fee plus parts and that the price would not exceed their maximum but it could be lower if the problem could be quickly repaired.
On Thursday their service man arrived promptly as scheduled, immediately diagnosed the problem and had it fixed in less than 20 minutes, included operational testing. Later that day their charges hit my credit card and I found that they had charged us 50% less that their and quot;minimumand quot; labor charge. We were ripe for the picking by a dishonest repair company but instead found we had been treated extremely fairly and honestly - and the dishwasher is running smoothly.
We highly recommend Nate Owen and his High End Appliance Service, Inc and we will use them again without hesitation should the need arise.

He was professional, explained the alternatives, and gave suggestions as to what might be the reasons prior to looking at the refrigerator. He also seemed to be as pleased as we were to find out the repair was minor one.

The service provider arrived promptly for the appointment, and it did not take him long to identify the problem with my Sub-Zero refrigerator, which was a slow leak in the cooling system. He gave me a clear choice between an inexpensive quicker fix, and a much more expensive longer-term repair. He was fine with my choice of the former, and volunteered that, if the problem were to recur within a year and I decided to replace the cooling system, he would credit what I spent this time against it. Also, I asked him about another appliance I was having trouble with; he responded that, although he has worked on that brand, he would recommend others who specialize, and gave me two names. In all, I was very impressed with the combination of competence and candor he displayed.

I had previously had this refrigerator repaired multiple times, at several thousand dollars total. Unfortunately it appears I was ripped off, and the repairs were not done as they needed to be. Nate was very knowledgable, prompt and gave me what I believe was a very fair price (compared to the there). He also has a good warranty on his work, and let me know about the warranties on the parts her ordered.