FULLER'S APPLIANCE

Horrible Service: Unfortunately, ML Fuller was assigned to me for warranty work by LG Corporation. It took four trips for Fuller to repair my refrigerator as they do not stock many LG parts. After replacing my compressor and evaporator, the overworked, very tired Fuller technician forgot to plug in a connector for the refrigerator fan. This resulted in a non functioning refrigerator and a frozen/cracked water reservoir. It took two more visits for Fuller to resolve an issue that they caused. Since ML Fuller only employs one technician certified to work on sealed refrigerant units, there can be long delays before he can get to your house. I will never purchase another LG appliance again unless LG obtains a better authorized service center.

Very well done job

Very satisfied. Office staff very courteous. Technician very professional and helpful.

Not good, service man spent the better part of an hour unsuccessfully trying to thaw the cooling system. He left and instructed me to turn off the fridge for 2 days before his return. I thawed the cooling system in 15 minutes after his departure

Timely response for the estimate. Once parts were received, the technician repaired the unit in 2 days. They called me with a time window and then when the technician was 30 minutes from my home! TERRIFIC

SPENCER was awesome!! He arrived 10 minutes earlier than he had anticipated (yes, he called) & was awesome to me & found my issues with BOTH appliances!! LOVED HIM! Thanks Fuller's!!

After having a bad experience with another appliance repair outfit in the Fredericksburg, VA area, I called Fuller's Appliance Repair. They were very courteous on the phone and responded promptly with a visit to diagnose the problem despite the fact that I wasn't in their immediate area. There was a few weeks delay on getting backordered parts from the manufacturer, but that wasn't their doing. Henry, the technician who responded to do the repair was very knowledgable, friendly and courteous, took great care not to mar our counters and did a good job inspecting and cleaning up his work. I am pleased and won't hesitate to call them in the future should the need arise.

On 25 Aug , service call determined I needed a new door switch this after a wait of several days. After two inquiries as to when I could expect repair, I now find out that the part on order will be in today, maybe. If so, the earliest they can get to me is Sep 9th!
I consider that as failed service.

There was a long wait time, almost a week to schedule an appointment. When the technician arrived, my oven was working but beeping incessantly.  I had been turning it off at the breaker in between using it to keep it from beeping.  The technician diagnosed that it needed a control pad and advised someone would call me once they got the part. When he left, the oven no longer heated, so I couldn't use it at all.

 I had to follow up twice to ask about the part at which time I was told that, as the oven is old, they could not source the part.  I got on the internet with the part number and had it ordered within a few minutes.  After ordering, I called to have the technician come back but was told that I needed to have the part in hand to schedule the appointment.  I didn't want to wait as the delay for an original appointment had been almost a week.  I overnighted the part, called the next day and was told it would be the next week to install. 

Today the technician arrived and installed the part.  It took all of 2 minutes to install and check that it was heating, then he left with my $140 (in addition to the $75 charged to diagnose).  Literally, 10 minutes after he left, the beeping returned.  I immediately phoned the company and asked that he come back.  I was told that they would call me back.  Two hours later and still no call back, so I phoned them.  It is Friday and now, I am again told next Tuesday before someone else can come out.  I asked for and hope to receive my money back.

The wait between appointments is too long and the amount charged for the 2 visits was too high AND I had to order the part myself. I still can't use the oven. I rated them a C on professionalism as the women answering the phone were courteous although often delayed returning my call.

 I would not use Fuller's again and would not recommend them.

First was to diagnose the problem and the second to place the board, which had to be ordered, into the oven. I was satisfied with the overall service.

Showed up like he said and corrected the problem right away

A man came out on time the designated date and diagnosed the repair. He was on time in the time window estimate.He said it would be easiest on me if he took it to the shop, ordered the part, installed the part, and then brought it back to me.  He said only  two or three days probably.  Well, after a few days.,I had to call and call to get an answer as to when I would get my microwave back ( Thanksgiving was coming).  Finally, they came and brought two guys instead of one. They charged me more labor charges and for two men costing more by the hour. I said if one guy can take it away, why does it have to be two to bring it back and charge me additional for the extra guy. Also, why did it take so long to finally get my microwave back?  I was not happy and will not use them again.

10 working days later I call Fuller's main office and speak to one of the customer service staff who had no record of my service call in their system.  I explained the issue, what work the tech performed and explained the issue regarding the photos and she said she needed to check with her boss but would get back to me.  3 working days later, still no call from Fuller's so I contact them again and a rather disturbing chain of events unfolded.  I again reminded the customer service person what the issue is and she initially said that she was not sure what the extended service warranty provider was going to do with the refrigerator.  I again explained to her that what we first needed to do was determine what caused the stain on the back of the unit.  She put me on hold and then came back and said that her boss (Mr. Fuller) said that it is my responsibility to send the photos directly the manufacturer and to deal with them directly.  I then asked the customer service person to speak with her boss.  Mr. Fuller was initially calm and firmly explained to me that it was my responsibility in this case to deal with the manufacturer despite what his technician told me.  He further stated that stains are not covered by the extended warranty.  I again reiterated to Mr. Fuller what his technician told me but he did not want to discuss it and said the tech was wrong for telling me he would send photos.  He was neither apologetic nor conciliatory but rather defiant.   He then went on to inform me the technician is in the hospital and cannot be reached even though I never suggested needing to reach the technician.  I told Mr. Fuller that he should at least be aware of what his technicians were promising in the field and any promise from a tech is a promise from Fuller's as they are one and same to me.  His attitude demonstrated to me that he could care less. Lastly, I did inform Mr. Fuller that I would be contacting Lowes as well as their extended warranty service provider to file a formal compliant against his company.  His response was and I quote "Go ahead, I am so tired of all this complaining"  I abruptly ended the conversation with him as any further attempt at civil discourse at that time was futile.  I will pursue this with Lowes Corporate as well if not to just inform them of my experience and the reputational risk they run continuing their relationship with this business.  
I subsequently contacted Lowe's extended warranty, filed a formal complaint and have scheduled a new service call with a competitor.                 

***UPDATE***
Subsequent to my review above, the following is an update as of May 24, 2012
Lowe's Warranty Service Provider agreed to dispatch an alternate service technician.  I'm pleased to announce that the second technician actually did diagnose the problem with the refrigerator...the stain on the back of the unit is indeed rust from condensation due to a manufacturing defect in applying the foam insulation between the interior cabinet and rear panel. 
The repair tech filed his diagnostic report to Lowes Service and I was subsequently issued a Lowe's gift card for the full purchase price of the refrigerator.  Had I not challenged Fuller's Appliance Repair, I would have been stuck with a defective refrigerator.   

After the diagnosis on the first day we chose to only have Fullers fix the oven 4 days later.  We ordered the refrigerator part online and replaced it ourself.  Fuller's Appliance did a good job, I would have them again.

Did very good job; fast, clean, and explained problem after checking.  Had parts on hand and fixed promply.

Their service was good and they were on-time. They young man who came knew what he was talking about. I was happy to have him in my house and he was polite. When they were a little late they called to tell me they couldn't be here on time. We were happy with the service we received from the company.