How do you charge?
A. Our service call includes a diagnosis fee and a complete written estimate of the work required for your appliance. Your total bill is broken into three parts: 1) the diagnostic fee 2) any labor charges 3) any parts charges. We base all of our prices off the Major Appliance Service National Price Guide. By using this guide, we ensure that our customers are getting the best possible repair price for their dollar.
Can you provide us with an estimate (ball park figure) for the repair over the phone?
A. Unfortunately there is usually up to a dozen different reasons why the same symptoms occur. Without being able to diagnose the appliance, using our knowledge, experience and test equipment, all we can do is guess. Many companies will quote an approximate price over the phone (usually low enough to attract your attention) and when their people arrive you find out that the repair is far more based on what they find than you were told over the phone and you are still responsible for the service charge.
What if I leave a check for the technicians and my minor children are home to let them in?
A. Before we start any repair our technicians must obtain approval from the responsible party. Additionally, in today’s world, our technicians are not permitted to enter a home with only minor children in attendance.
Will my appliance be fixed the same day?
A. All of our technicians have trucks stocked with 95% of the current, fast – moving parts. We do this to be able to fix your appliance the same day. Although we stock as many parts as we can on our trucks, occasionally we do have to order parts from our distributors, which sometimes can take one to five business days.
Will I be charged again if the technician has to return due to non-stocked parts?
A. Absolutely not!
Why don't you set specific appointments?
A. We like to give all the time you deserve to diagnose the problem with your appliance properly. In order to do this, we must give you a “window” because we don’t know how long the appointment before yours will take. We hate to give you a specific time and then not be able to honor our commitment.
What if your company does not have the parts to repair my appliance?
A. During the initial phone contact with the customer, we will try to gather all the information we can in order to obtain the parts necessary for the repairs. It’s impossible to stock every item on the vehicle and if we need to order a part, another trip charge is not applied for a return visit to install the part(s).
If you need to order parts, do I need to pre-pay for the parts?
A. We do require the trip/diagnosis fee be paid for parts to be ordered. If the part is a special factory order, typically those parts cannot be returned, so the customer will need to pre-pay for the parts & trip charge.
Why do I have suds left over in my washer after I am done washing a load of clothes? Do I need my washer repaired?
A. It is very possible that you are using more detergent than is necessary for the load size you are washing. Double check the detergent instructions to ensure you are using the correct amount. Also if you have soft water even the recommended amount is too much.
Why doesn't anybody want to repair our appliance because we bought the parts ourselves?
A. Not very often, but often enough, a part is delivered (either to you or us) and although brand-new, it is defective. If we supply the part (which is approximately the same amount of money as you would pay) if it doesn’t work we are responsible for replacing that part with one that does work. If we install your part, we have done our job and if it doesn’t work we still require payment.
Why have we been told that repair companies will not work on our appliance if we started taking it apart ourselves?
A. That is a fair question, and the reason seems to escape most people. If you dismantle anything on your appliance and then find that you need professional help, we would have to put the appliance back together in order to diagnose the exact symptoms properly. Even if you put your own appliance back together, the technician has no road map in his mind of just how the appliance was put back together, and you could have done it incorrectly. This leads to a large amount of time to second-guess what is causing the problem and a larger bill for our customers because we end up doing twice the work.