Brand Source Appliance Service & Repair

Frigidaire scheduled a repair with these people. They refuse to repair if I don’t tell them all about where I purchase my appliances. I said: that is none of your business. They said: well, then we can’t help you.
I’m going to call and complain with Fridgdaire. But I cannot believe that someone would be this unprofessional! Don’t use this company. Very unprofessional.

Home Depot told to call these people to fix our washer that is under warranty. The first time they came out they were 2 hours past the appointment window, the guy looked at the washer and told us that there is only one moving part and that must be the issue. He said they would have to order the part and it would take about a week to get it. They called a week later to set up another appointment window for the instillation of the part, this time they were almost an hour past the appointment time. The repair guy spent half and hour tops trying to repair our washer, while cussing at it, and was not able to get the one bolt out that holds the part in place. He said that they would need to order the bolt and come back out in yet another week. I was not happy with this since I had already lost 2 days at work and told him that I was going to call his office to see if we could figure something out so I didn’t lose any more pay. He said nothing and just left. I then called the office and spoke to Merlin, who was beyond rude. When I told him that I wanted a repair guy that knew the machine, and to see if we could set the next repair up for a Saturday, he told me NO. He said he would give me an 800 number for Samsung or I could look it up myself and said that he couldn’t do anything else for us. I told him I was going to make this report on Unilocal he said «go ahead, I get threats like that all the time».
When I called Home Depot back to find out if there is someone else to repair this washer they asked me what happened. Home Depot said that they were very sorry for the way we were treated and said that they would not be using Brand Source Appliance Service & Repair in the future.

A repair tech. came who was a contractor of BrandSource and installed a wrong compressor in my LG fridge and damaged it. They claim that their technicians are all trained by the manufacturers, how can you install a wrong part (even I am better than that!).They wasted my time, energy, money and were not even apologetic for the situation they put me through. I will never every get any work done by them in the future. Poor business ethics, they just wanted to make money and not really do the job right. Buyer beware…

I’ll start with a positive. Merlin the manager is wonderful. Two times (out of numerous service calls) it has escalated to a manager level, and Merlin has taken care of the problem immediately. We have all new Frigidaire appliances that have been horrible! Thank goodness we are under an extended warranty on our fridge because we have had at least 8 service calls in the first two years. These last few problems have involved extremely loud and intermittent grinding noises which many have been recorded on video. I was told by the immature young lady on the phone that «we [Brand Source} have only been there 7 times not 1,000,000 as you stated» and then on this last breakdown I was told by her again that if the noise doesn’t happen when the technician is there, the warranty will not cover the charge. Ridiculous. I have numerous videos showing how loud and how frequent the awful noise is. When the noise came back and the grinding continued and I placed yet another service call, another customer service rep, Shawn, proceeded to inform me that I had to just put up with the noise for the next week or unplug my refrigerator if I didn’t like it. After turning off the ice maker that was making the noise, the noise continued. Shawn didn’t care, wouldn’t let me speak to a manager and was defiant at best. I told him to come and completely remove the current ice maker since they were replacing it anyway and after lying several times he then answered «no, we will not do that because it’s not cost effective and I would just have to put up with it.» He would not let me speak to a manager and to say he was beyond smug is an understatement. So was the other young female I have usually dealt with. After a few more phone calls on my part, within 5 minutes Merlin the manager had resolved it and had a tech come over to remove the ice maker. Merlin’s exact words were «I heard that terrible noise for 10 seconds and it was driving me crazy — and I can’t imagine putting up with that for a week.» Merlin is wonderful. Some of the techs have been okay and some not. Some of the techs like me about as much as I like them. After all the resistance, many service calls on brand new appliances and attitude from most in this company, my patience has run thin. The customer service reps are horrible. I write this to make anyone aware of buying appliances, if the warranty company is actually Brand Source. I don’t think Brand Source will use this review to work with their employees. I’m sure all it will do is put another «red flag» on my file. I welcome any manager, on any level to contact me from Brand Source to discuss further.

Like other reviewers, I’d give a 0 or less if I could.
They don’t seem to be competent. They have terrible customer service and bad attitudes.
They came to fix our dishwasher that was under warranty. The technician damaged the appliance and refused to fix his damage. He also, lied about how it was working. When I tried to explain and asked him to fix it he refused then ran out of the house looking very guilty.
Before looking at the dishwasher he looked at our washing machine that also needed repairs. He wouldn’t listen to me about what was wrong. Never looked into the one issue. He decided that another issue was due to needing a new latch. I knew the latch wasn’t the problem as it had just been replaced, trying to fix the problem. But, since he had decided this was the problem, he refused to look further. Of course it still does not work with the new latch.

Ripoff! Called to fix a dishwasher only 6 months old. Service guy was here 45 minutes and found a ½″ piece of a dish stuck in the hose. Says that’s not part of the warranty. His charge for zero parts and 45 minutes of labor… $ 161!!! That’s $ 215 per hour to fix a $ 199 dishwasher!
You’re better off finding a handyman on Craigslist than these thieves!
And no mention of their prices over the phone or even when he first got here.

Eric S. from this company came out to fix a knocking noise my icemaker was making. He told me that I needed a valve regulator for the water coming into the refrigerator, and I could easily do this myself. If it didn’t work, I could call him again to install a new icemaker for $ 443.63. He then charged me $ 85.00. I told my plumber, and he has never heard of this kind of situation. Not unless the whole house has too high of water pressure.
I found the answer to this problem on U-​tube, under icemaker replaced on a GE Bottom Freezer Refrigerator French Door.
. It talks about the knocking noise and how to fix it. It also shows you how to replace the whole icemaker for $ 150.
I will never call this company again.

I don’t understand the other reviews. The first time I had Brand Source Appliance Service & Repair was two months ago when we sold our last home. The owners asked to have the oven repaired. It was a time crunch and the technician came out promptly and fixed the oven. Yesterday, the movers damaged a LG refrigerator at our new home. The technician James Ferguson was so professional and responsive. Yes, it was a movers issue, but the parts were ordered quickly and a service installation has ben rescheduled. I generally write reviews when I am pissed off and I need to get the company’s attention. This one is because the technician demeanor deserves the time for me to post this.

Totally unethical people. Their technician, Eric, came to the house and told me that my $ 4000 Fisher and Paykel oven was «unrepairable» because a «limiter» had blown and the manufacturer discontinued the part. Since the oven was dead anyway, I opened it up to have a look around. It took five minutes for me to identify a tripped thermal cutout. It took ten more minutes to find the generic part online (for six dollars). It took 15 minutes to install the part. And now my unit works fine. I spoke with Julian, the service manager. I asked for an apology and for my $ 55 diagnostic fee back. He indignantly assured me «you will get neither». Beware: Brand Source Appliance isn’t out to help you with your appliances. They want to tell you that your appliance is too expensive to fix so that you go next door to Appliance Factory and buy a new one. Their whole business is an unethical scam.

DONT WASTE YOUR TIME or MONEY!!!
Was referred to brand source, for a defective part repair, by the appliance manufacturer.
I went this route instead of using the factory technicians because the manufacturer said it would be «faster». 5days later they call to set up an appointment. But they only make appointments on their schedule. And they give you your appointment time, by automated messenger, after they close the day beforehand. Having a job and a family makes this near impossible to work out.
I can only get my dishwasher fixed if im willing to clear a whole day to accommodate their schedule. Maybe it’s just me, but if you want my business, it has to be on my time.
DONT RECOMMEND.

This company has wasted my time for two days now because they have a terrible costumer service team. I can’t even get an appointment with them because they keep messing it up. I honestly am worried when I do after reading all these reviews. I wouldn’t even be dealing with them if the previous homeowner hadn’t bought a warranty with them. Don’t buy a warranty with this company they will make things very difficult for you.

My refrigerator went out this past Saturday night. I have a 4 warranty service through Brand Source per my purchase paperwork. Since it was after hours, I followed the instructions to schedule my own appointment online. Set it up for my day off. Received a confirmation email and I was set to go.
Today is when the service tech was to arrive between 8 – 12 noon. At 10 am I had not heard anything so I contacted Brand Source and they said I had no appointment. Told them I had an email confirmation and I certainly did have an appointment. Due to my refrigerator being less than one year old, I need to contact GE directly. There was nothing they could do.
My day is wasted, I sill have no fridge and it will be another week before GE can come out.
If a simple phone call was made on Monday, the next business day explaining I needed to contact GE (even though I have a service contract through Brand Source) I might of had my fridge fixed this week.
Poor System
Poor Customer Service telling me it is what it is, and I did not like the answers I was given. Of course not! I bought a $ 180.00 warranty! Super disappointed.

I found this provider thru the LG website. Called and got an appointment scheduled right away. Received a call with an appointment window and the tech was right on time. He quickly identified the problem and resolved it. But after just having to run a couple tests and clean out the filter the bill was a shocking $ 150, $ 100 over the service call fee. WOW! I just can’t imagine how much it would have cost if something was really broken. I’d love to use this company again for some other items he suggested but not at those kinds of rates.

This is the first negative review I have ever written. Got the proper approval to use this service through the warranty company. Went online and called to scheduled an onsite. Brand Source called me back and left a message saying the serial number was wrong and I needed approval. I returned the call and gave the approval (which they could have checked as Warrentech was sending to them too), and they agreed to leave the service call. However, I advised them I went through the entire self check list with the warranty company and in all likelihood a certain part was needed. Brand Source said they would have to order (Very common part, so inventory must be kept low) and the part would be here by 10/​17, probably earlier. I said that was fine but let’s go ahead and schedule for the following week, as I didn’t want to wait more time to get this refrigerator fixed. She said they wont reschedule unless they have the part actually there. I asked to speak to the manager and he just reiterated, adding his workers are on commission, so they don’t want to potentially miss a commission, in case the part doesn’t come in. I advised him 4 business days for a part would be fine, and we had plenty of time in the off chance it would not arrive, to reschedule and no one would lose any commission. In summary, the manager told me to take my business elsewhere, and showed no willingness to work with me. Since they are the largest and nearly exclusive vendor for Warrantech, they do not care about your business. If I have to pay outside the warranty, it will be preferable than every using a company like this.

After my previous review, I received a call from the customer service manager. He recognized the problem and offered to have someone come out (immediately) to verify there wasn’t a leak (or course there was.). The technician arrived on time and was very friendly and knowledgable. He needed to pick up a part to make the repair and returned quickly to finish the job. I appreciate the follow up and the fact that my problem did get solved.

The person on the phone scheduling was nice enough. It took several days to order part and schedule appointment which is understandable considering holiday weekend. The day of arrival the tech supposedly called me — which I checked my phone log and no missed call. I did receive a call from the office which I returned within 3 minutes to the office and explained sometime GPS takes people the incorrect way to my house. She called the tech several times and left messages but his phone was off and he was conveniently on his way to his next appointment as the dispatcher could see him on GPS. I called back same evening to schedule next appointment since no one called me. I received a call the next morning (Wed) that the tech cannot make it out until next week.
Unacceptable! I run my own business and if I treated clients like this. I wouldn’t have a business! Sept. 2014

Would have given them a 0, if I had the option! Terrible Service, 0 follow through from their so called Service Center Manager-​Shay. Technicians who have no clue how to resolve a difficult repair issue and a Lead Technician-​Merlin, who I was hoping would have a resolution for what his Techs could not figure out… guess what, he doesn’t even have Technician experience??? What, Really?
We purchased a top of the line LG Washing Machine in April 2013, it bangs so loudly we couldn’t even hear our television. After several repair attempt (2-​weeks in between each one). Brand Source said they couldn’t fix it, that they would send a recommendation to LG to replace the machine. No hear from anyone, call LG, they won’t even talk to me, they said that’s Brand Sources decision. Finally after many emails and phone calls and threatening to file a small claims lawsuit, LG desides to get involved. Come to find out, what Brand Source told them, the reason the unit was banging was because of where we had the machine located in our home??? What? The same location that the home builder installed the washing machine hook ups and the same location the we’ve had every washing machine located for the past 15 years, with no problems! So now Brand Source not only lied to LG, but they lied to me about what they told LG! When I finally got a hold of the Brand Source Service Center Manager-​Shay, whom I was looking for a resolution from, she told me…“Nothing I can do, we sent our recommendation in to LG”, WOW, that helped… NOT!
So many months and 3 ulcers later, we finally got an authorization to replace the unit with another one at the Appliance Factory Outlet Store. We have since replaced with a GE brand, to which we located in the same place as the LG was in and guess what… no knocking, hmmmmmm, great diagnosis Brand Source!
This experience has driven us to never purchase another LG branded anything and NEVER call Brand Source EVER again. We also own appartment buildings in town that we purchase appliances for, so they lost both a Residential and a Commercial customer!

I have been trying for weeks to schedule a dryer vent cleaning. After I initially made the appointment back in August I have since received phone calls from them to cancel and reschedule the appointment three times. It is now supposed to happen in mid October. Each time I schedule a new appointment I have to rearrange my calendar and arrange for time away from work. There are only two days a week when they have a tech available to do this type of work, so when they reschedule an appointment it is often a couple of weeks before there is another time slot that works for me. I will never do business with this company again.

After my husband, Austin L. wrote our initial review of this company, we had additional bad experiences:
I was home alone with my nine-​month-​old son when the repairman arrived to finally install our broken part. The repairman was extremely rude to me the entire time he was in my home. He complained about having to drive to Boulder. He practically yelled at me when he discovered that my washer and dryer were stacked (although the first repairman had obviously seen my appliances during the initial visit). He argued loudly and aggressively with someone on the phone while he worked. Overall his behavior was quite threatening and I felt so uncomfortable that I was forced to retreat upstairs with my infant son.
While the repairman was in my house I called my husband to explain the situation. My husband was very unhappy with the repairman’s behavior and instructed me to ask him to leave. I went downstairs holding my infant son and told the repairman that we would speak to his office about payment. I then asked him to leave my house. At this point he told me that he would not leave my house unless I wrote him a check. He said that if I did not write him a check he would rip the newly installed part out of my dryer, indicating that he would leave it broken. My son began to cry and I felt very vulnerable and threatened. Rather than calling the police I wrote him a check in order to get him to leave my home quickly so that I could comfort my crying baby. At this point I was also in tears myself.
After this incident, my husband called the office at least five separate times in an attempt to speak to someone about the horrible service we received. No one ever bothered to return any of our calls. We stopped payment on the check I felt forced to write in an effort to get someone to speak to us about our experience, but still no one contacted us. We did not receive contact of any kind — no phone calls, no letters, no bills — from anyone at Brand Source. We were going to let the matter drop until we received a letter — five months later — threatening a lawsuit if we did not pay the $ 54 we owed for our horrible service visit.
Although their website boldly proclaims «Satisfaction Guaranteed» and we are far from satisfied.

I have an LG dryer that stopped working. I called LG and they setup a repair with Brand Source. That part was great, but it has been all downhill from there. Scheduling things with Brand Source is a nightmare! Once you get your service appointment setup, the repair tech will call you the night before to give you the time window. So this means that you have to put your entire life on hold until you hear from the repair tech. And you cannot request a particular time either, so if you want to get your appliance repaired, you have to drop everything else. Once I actually got on the schedule, the repair tech also got sick and had car problems and while I understand those things are out of his control, it still delayed the repair even further.
I called and complained today and Jeff at the main office was very polite and understanding. He offered to send a tech out today at 11:30, which was great. The tech then called at 11:08 wanting to be let in. I told him the office said he would be there at 11:30 so someone was on the way to let him in. He huffed and mumbled something and hung up on me. And when I tried calling him back, of course there was no answer. My wife got home and the repair tech was no where to be found. I called the office back again and they couldn’t get in touch with the tech either. So we still have no working dryer but we’re stuck with these guys because we already paid for the parts they had to order.