Stand behind your warranty. Answer your phone calls and do good customer service. and when a customer calls the manager or owner, the manager or owner should call the customer back. read more

The Appliance Family - Proof of total payment for service - Appliances & Repair Near Me - Austin, Texas

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I first hired FA to remove & replace the lining on our front loading LG washing machine that had mold on it. This was done quickly & efficiently. A few weeks passed & we start having problems starting the machine, or not completing a cycle. Unplugging and waiting 5 minutes then resetting seems to work so we call FA again for a diagnostic. Understand we have already spent a few hundred on the lining. We get quoted $500 for a controller panel inside the machine that keeps tripping. We need to think it over. Weighing our option of whether to just buy a new washing machine. We decide to get it fixed to save money 2/3 weeks later as the problem persisted. FA order the new controller panel. On the day of getting the new controller inserted we went over the same issues, he replaces it no problem but as he packs up to leave he notices water still in the machine from using it while testing & installing the new part so pushes buttons to empty it but it won't work. Long story short the controller wasn't the issue, its now the interface. Same issue - sometimes doesn't start, have to unplug & reset to get it working. He tells me its the interface & we would have to get a new one. We have just paid for the controller - buying a new interface makes it cost more than a new machine. I said no I didn't want to do this and if the issue is still the same as it was then I don't want to pay for the controller either since it didn't fix anything. Another long story short he changed his language to "we have a separate issue," which he also shares with his office. I object asking how an issue is separate if the problem presented is still the same even with a new part. The technician (sorry I forget his name) and the office person both parrot each other & tell me that I must pay for the controller because they cannot send it back after its been installed. I asked why no one told me this could be an outcome. I asked why no one said the new controller panel might not fix the issue as I had said multiple times I don't know if its worth it, might be better to just buy a new machine. They took the labor costs off our bill & said we must pay $290 for something still not working. So $290 for nothing. In todays economy that $290 means I miss out on fixing or building something else in our home & we will not use FA again if they think its professional to conspire a "separate issue" with the same problem originally quoted & agreed upon all because a part cannot be held for future use or returned that did not fix the customers appliance. Disappointed & feeling scammed. read more

They hit my wife's Tesla with their company vehicle then provided false insurance and when contacted will not provide insurance information or pay for the quoted repairs. I am having to file a police report this week to try and get this resolved. Don't hire them for anything!!! read more

AJ came out to our home within the timeframe given with top notch A1 service! Professional, knowledgeable, provided insight to our appliance, the issue, and fixed it while offering tips and what to look out for in case it comes back up. AJ didn't waste time and treated us respectfully and provided information that was easy for our family to understand without all the jargon or up-sell other places try to do. We definitely recommend them, and will be using them in the future if needed! read more

After posting the review, this business owner did reach out to me via text and offered me a refund. I am updating my review not because of the refund but because of the level of customer service that was rendered. Although, I would have preferred this level of service up front, it should be noted that customer service for me is paramount and really should be at the forefront of any business model; small or large. read more

The service window was between 2 pm - 4 pm. The technician sent a text at 2:34 pm that he had 2 calls downtown before me and estimated arrival would be around 4:30 pm. 2nd text was received at 4:41 pm that he was just leaving his last job and heading to my home with an estimated arrival time of 6:00 pm which did not work with my schedule. No apology given for wasting an afternoon at home waiting for the technician's arrival until two days later when I received a phone call from their dispatch offering to reschedule. Not a good impression of the company from a first-time customer. EDITED 2/27/24: I received a text and call from Zack who apologized for the miscommunication and offered to try a make things right by waiving the diagnostic fee if I wanted to reschedule. Robert, came out today (on time) and was able to diagnose the issue. Wasn't the best news for me in terms of the refrigerator, but I appreciate his honesty and recommendation on the best course of action. read more

My GE washer was clogged and the serviceman fixed it in ample time. I appreciate his professional advice and will use this company again

Mike Grimm showed up and dishwasher was working when he arrived and Mike didn't charge me! So grateful for his kindness! I will call this company if I ever need repairs! Thanks so much read more

Great service! Very professional and competent. I highly recommend this business for your appliance repair needs.!

Terrible service. I called to ask a simple question about my Maytag refrigerator and was told no one was available to answer my question. I then politely asked if I could receive a return call when someone was available. I was told no I would need to pay for a service call. I said I felt like this was very poor service and the response was "Feel free to call another vendor." read more

We recently discovered that our dishwasher was not draining properly, & seeing a 5 star rating for The Appliance Family, I called them. They responded immediately, originally scheduling our repair 2 days after my call, but alerted me to a cancellation, as promised, so we had a technician arrive in 24 hours. Mike Grimm did a fantastic job, efficiently & expertly fixing the problem! (If you call them I would ask for him.) He even told us the best brands available when it comes time to get a new one. I feel their rates are reasonable, as well. We couldn't be happier with this wonderful company! read more

I am so happy with the service offered from the Appliance Family. We had a failed dryer install from a big box store and Mike swooped in and knew exactly how to fix it. They earned their five stars and we'd use absolutely them again next time! read more

I appreciate they quickly contacted me to make it right. I especially like that they record phone calls and was able to review my phone call with the representative today. Very disappointed. The same issue witb our refrigerator came back and they only honor 30 day warranty. It was never even fixed to begin with. Ice build up was removed which caused the noise, but he didn't fix why it was happening. The technician said to call him if it came back but it didn't start again until a couple of months later. When I called, the representative was belittling and rude when I was explaining what happened and kept saying I was past the 30 days. read more

I have used Appliance Family twice to install a cooktop and a new washer drain pan. They were professional, timely, and easy to work with.

The Appliance Family service went beyond my expectations. The technician that assisted me was thorough and professional. He was also kind, genuine, and had excellent communication skills, taking the time to explain causes for concerns, which ended up being minor fixes. There was no pressure to up charge. Even my mom, who was visiting at the time, expressed how impressed she was with his service. I will definitely use this company again for any appliance repair needs and would recommend them to anyone, hands down. Thanks Appliance Family for an A+ experience! read more

I originally requested for a technician to come out and repair a faulty heating element in my dishwasher as some of the top rack dishes were still slightly moist after drying. A technician needed to come out 3 different times, replaced 2 different parts, and charged for replacement of each. After each part was replaced I lost previous functionality in the dishwasher. The heating element still never dried any dishes, the dishwasher would not complete a cycle, and finally there was a leak in a water pump. This company either does not perform good diagnostics on first call and was replacing parts without need or the way in which the repairs were handled were damaging other components of my machine. When I voiced my concerns the repair technician told me he sleeps fine at night and these are all separate issues. While I do believe multiple parts can break inside the machine, the timing of non-connected components failing was never a problem before The Appliance Family was contracted for repair (why would a water pump or control board failure be tied into a heating coil?). The original parts and labor was around $200, and by the end The Appliance Family tried to charge me more than the cost of a new dishwasher to continue this endless cycle of "a new part broke after we repaired it". read more

Incredible job, they came in for a diagnosis and once I approved the repair, they were back here in a few days and got my washer all fixed. Worth every penny, saved me from all the headache. read more

I used Four Needs when our fridge sounded like it was about to die. They sent Homero, who did a great job to quickly diagnose the problem and get to work. He was professional and pleasant, and the charge was very fair. We are happy customers here, and we'll call them again when another of our appliances gives us trouble. read more

Kind and Effective! They showed up and fixed my oven with not too much back and forth. Reasonably priced!

I electronically scheduled to have a tech respond and repair my refrigerator that stopped working on July 4th. (A two year old appliance but that's another story) The Appliance Family's website indicated they were open the following day so I booked an appointment. I recieved confirmation by text and email- Great! Furthermore, the usual four hour window for arrival was expected but when no one arrived, called, text, or emailed, I called their office. Now I understand it's a holiday weekend and that I could expect to pay more, but no one commumicated that they were actually closed. To me, this is unacceptable. The website should have indicated accurate hours of business. I guess it's bad on me for believing their website. Makes me wonder about the way they conduct business. read more

Easy to make an appointment, rep was on time and courteous and took time to explain things and make recommendations for my refrigerator. Only had to have a check-up, no repairs necessary. read more

I feel super lucky to have found these guys on Yelp! Zach responded immediately to my request for Samsung washer repair. He was able to come to our home, diagnose and repair my washer in one visit.- the SAME DAY I CALLED or repair service !!! Fast, Professional, Polite. I highly recommend Zach. read more

Zach was professional and responsive. He made sure to ask about the appliance before he arrived. Once he was here he had my dryer back up and running in less than 30 mins. He explained everything that he did and showed me the old part that he replaced. He even put the vent back on for me, I highly recommend! read more

Zack was quick to respond, arrived on time, and was courteous and professional. He replaced the faulty part in our dishwasher and it's running like new again. read more

Great service! Zack is extremely knowledgeable and skilled. Great prices for quality and quick work. One of the most straightforward and honest workers I've met! Will always be my first choice for any future appliance services I need done at my home read more

AJ was amazing. He replied quickly to our request. He came out the next day and was able to find the issue with our dryer and fixed it on the spot. Prices were reasonable as well. Great company. Will definitely use again! read more

After hearing about my experience, Zack reached out immediately to apologize and make sure I was fully refunded since there seemed to be a technician oversight. He was sincere and professional. I'm glad to work with companies that do right by customers when there's a mistake and would call Appliance Family again. read more

The work was done quickly, expertly, courteously, and at the price quoted. All my questions were answered.

The best company for repairs in Austin. Very responsive and helpful. Don't use any one else!

Great experience! Quick to respond. Showed up on time and was very respectful. I definitely recommend this company.

I needed an over the range microwave removed and a new hood vent installed. I reached out to several businesses and got some price estimates. The appliance family was the most responsive and direct of all the businesses I contacted. Their scheduling was straightforward. On the day of they were punctual. Our installation had a hitch in that the our current duct was not the correct size for the hood vent we had purchased but they were able to go and get one that worked and they completed the installation. The price estimate we received was accurate even with the installation of the new duct. So far no issues with our hood vent. I will update the review if anything happens but we are happy customers so far! read more

Zach was responsive, polite and able to fix our problem right away. We would use The Appliance Family again.

The did a great job on my washer machine repair. They were honest and responsive. They were professional and solve the problem on 1st try.

AJ came on time; was courteous, polite, and knowledgable; quickly diagnosed the problem with our washer-dryer; gave options and price estimates; and quickly fixed the problems. Would highly recommend. read more

This was a bad week for me. My dryer locked up, then less than a week later, my washer quit turning. Zack was on time, very knowledgeable and very reasonable. I highly recommend him and his company. Got both working right away. read more

Zack was really responsive - he was able to send a tech out that was already in our neighborhood less than an hour after I contacted him. He kept me updated on timing & was really responsive. The tech AJ was great as well, he quickly diagnosed the problem and told us what to expect for the repair. I would definitely call The Applicance Family again. read more

Showed up on time. Fixed the probem and explained what had to be done.

Thought I'd add to my review for the second visit. After the part came in, Zack came back, EXACTLY as scheduled, and put the part in and was gone within about 20 minutes. He is an amazing young man with a great future in the appliance repair business. I will certainly keep him at the top of my list to call for any appliances I own or buy! Thanks again, Zack. read more

Honest and straightforward. Very prompt service at a good price. Highly recommend! I had a microwave issue. It was diagnosed and resolved very quickly. read more

After some responses from their manager, Ely, we requested that the Appliance Family cover the cost to repair the items that were corroded when they were there to install the dishwasher. This would have been a cost of $740 to Appliance Family, while we were dealing with a $10,000 - $15,000 complete demo and rebuild of our kitchen and dining room floor. Completely reasonable and fair in our mind, considering we felt that this was likely or at least partially their fault. Instead they offered to refund us the amount that it cost to install the dishwasher which was $285, which we took. While we appreciate that Ely and Appliance Family made an attempt to make this better, we don't feel like this level of customer service deserves 5 stars. A 5 star response would have been to offer us the amount we asked for which was completely reasonable based on the time/cost that we have had to deal with following a incident that they were involved in. Overall, we believe that this is a "good" company that seems to do good work, but they clearly have some work to do on the customer service side when mistakes inevitably happen. read more