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May 2023 by Kelly Bare
So far horrible!!!!! No communication - no shows - waited for appt waited for repair person - took off work - assured me was on way - NO SHOWService: Refrigerator/freezer repair
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March 2023 by Ben P
Called 3 times on 2 days to speak with Tyson, they kept telling me they would call me back....nobody called back. They use an overseas call center and all they do there is read scripts from a book and you can barely understand them. Had to hound them to get someone on the line from the USA. Our new fridge went out (bought it from Appliance Factory Warehouse, who owns Brand Source). Called AFW and asked them what was going on, one of the employees flat out said Brand Source likes to drag things out in hopes the issue just goes away.... meaning they would rather the customer give up rather than help them. What kind of business model is that?We lost everything in the fridge and it is going to take over a month to replace the compressor.AFW needs to step it up if they want a repeat customer!Service: Refrigerator repair
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November 2022 by Karyn F.
Our range lower oven stopped working. I contacted brand source and they said they could not fix my range because there was not a sticker on the range with the model and serial number. They would not even let me use the actual PAPER that came from the purchase with the serial number and model. Stay away you don't get good help.
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December 2021 by Robert Steube
I got a call from this center to set up a repair for my dishwasher. She kept telling me that if the repair person doesn't find anything wrong with my dishwasher that they will charge me a 95 dollar house call. I have messages from LG that said the repair is covered in full including a diagnostic fee, and that LG sends these repair numbers to service centers all the time and they should know what this means and I should not be charged anything . I called this company again, and they keep touting the same nonsense and that they will give me a house call invoice and I can send it to LG and they could refund me. LG says they have no idea what's going on. It feels like this company is trying to nickel and dime me. So called LG and they are sending my service repair to another service center.Good riddance
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December 2021 by AJ Cullop
I've used Brand Source to repair washer and recently dryer. Each time technician was very knowledgeable, professional, friendly - Always prompt.Service: Washer/dryer repair
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December 2021 by Saurabh Dubey
Waiting for a back ordered part for over 5 months. They closed my ticket and reopened it so the clock restarts on it. I will not be buying from them anymore.
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July 2021 by Sarah F.
We purchased an extended warranty through Appliance Factory for our dishwasher. When it needed fixing, Brand Source was the company they used. It's been over three months now and four visits and the dishwasher is still broken! I keep calling and I get a different response each time, usually saying they're "waiting on a signature." They are clearly annoyed by my persistence, but they NEVER call back with updates. Beware when purchasing an extended warranty from Appliance Factory, if they continue using Brand Source for repairs, you'd be better of buying a new dishwasher somewhere else!
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December 2020 by David Booker
Came to the house 8 times to repair fridge that is still not working properly and refused to replace. Terrible repairmen, one mad at the other for not doing his job right but he's just as incompetent.Service: Refrigerator repair
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December 2019 by No2maro 303
Minus 10 stars completely unprofessional terrible company!!! Do not use!
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December 2019 by D Y
-10 would be the score I would give these people if I could. Worst customer service experience I have ever experienced. How are these people even still in business. They call you and give you two hour window day before the appointment. Repair guy showed up 20 minutes before our two hour window. We took time off work to get to the appointment and he wouldn't even wait 5 minutes for us. Call center reps are no help either. Hire better people who actually want to work. Horrible horrible service.
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December 2019 by Lisa Nelson
Our kitchen aid refrigerator has been broken since August 30th. 8 service calls later still not fixed. They have replaced almost every part of the fridge and it still isn’t working. Mind you it is now December. I am completely over it, replace the fridge at this point as a lemon since the fridge is 2 years old. This is ridiculous.
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December 2018 by Jeri Kay
If I could give no stars I would. My oven broke, appliance factory outlet said to call them and they told me they couldn't help me.
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December 2018 by Beth Hamlin
Horrible experience. I have been without a washing machine for 2 months and STILL not fixed. 4 service calls, wrong parts, and terrible communication. I do not recommend this company at all! NEVER have I experience this kind of awful service. I finally had to give up and get a new washing machine. I have asked to talk to a supervisor and no resolution or help. I am not a customer that normally complains, but I have reached my limit. You do not know a time for arrival until the night before your appointment, so unless you can be home all day, its really hard. I tried to have a friend come over to be at my house so I could go to work and the person showed up early. When I didn't answer they left and wouldn't try to come back. How can I answer the phone in the middle of teaching kindergarten?! I have had to miss 2 days of work to be home. I am a single mom with a toddler with a chronic illness. My time off is pretty precious and there has been no help from this company. DO NOT USE THIS COMPANY!
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December 2018 by Michael Loux
Wanted to charge $680 in labor for a job that LG would do for $250. I’m very disappointed that LG referred me to this company. $64.95 service call down the drain. No use in having a service call when the repair cost is outrageous. I called their support center and all they had to say was “I’m sorry you feel this way”. Not helpful.