Main Appliance Service

"Not willing to follow the time provided by the insurance company. Even after it was "confirmed" via email. "We do things different..." -Joe Total culture of disrespect to the customer."

"I'm going to put it this way, TJ was awesome, so much so that I almost hope I have more appliance trouble and I will be requesting him by name. He was very explanatory as so what he was doing, and even showed me his process to satisfy my curiosity. After talking with TJ I was very happy and felt that I was getting open and honest service and I would definitely trust him to come back. I am thankful for main appliance and their willingness to work with warranty companies there are not many service providers in my area, and even less that do warranty work. Thank you again for fixing my fridge, and you have definitely gained a customer in me!"

"TJ came to our house for our new fridge and dishwasher. He took the time to explain the issues and he was absolutely fabulous. I'm so happy the company sent Main Appliance Service and TJ for our in warranty service call and I'll be calling them in the future if we have any other issues (but hopefully not!). Thanks TJ!"

"*Another update: So Main Appliance admits they're customer service could be better by calling me as the customer back to let me know the service appointment was cancelled. They admit to being able to offer this service for every other vendor but Samsung, which is the vendor in question. That's great they can admit to this fault in their service and I appreciate that. To correct their response below, as I said in my original post I DID NOT receive a call or email from Samsung. I DID receive a call from someone who DID NOT identify what company they were calling with but who tried to get personal information about where I live and what the issue is with a refrigerator as they were the one who was doing the repairs. The questions they were asking without identity specifically who they worked for led me to believe they were a scam. So I didn't give them information. So I DIDN'T refuse to give the necessary information to Samsung. I refused to give it to someone who wouldn't identify who they were calling from. Please Main Appliance, release these recordings where you claim I said I refused to give information to Samsung because they won't show that. Once again, you trying to lie about what experience I had with you is astonishing. We clearly have different expectations of what good customer service is because mine doesn't include blaming a process for something that reflects your reputation as a business and then saying to a customer "this is your problem to deal with not ours". I hope people read this review to see how you view customer service and your response to it* *Update: Even better than the experience described below, Main Appliance called me a few minutes ago to tell me why my experience wasn't accurate to the experience that I had. Again, can't stress enough how much I wouldn't recommend Main Appliance* Customer service is not a focus for Main Appliances. Had a service appointment scheduled with them to come do repairs on a refrigerator yesterday, which no one showed up for nor did Main Appliance notify us about. After contacting Main Appliance I was told that our refrigerator manufacturer cancelled our ticket which automatically cancels the appointment in Main Appliances system without notifying them which is why Main Appliance never contacted us to let us know no one would be coming out. I was told by the rep that Main Appliance is only a "Service Provider" and isn't responsible for the lack of communication around the appointment being cancelled; aka they aren't responsible for their own system not being configured to be customer oriented to know they should call a customer who they've scheduled service with to let them know an appointment has been cancelled. You know they are only a "Service" Provider but apparently "Customer Service" isn't necessarily part of that. I was told I needed to call the refrigerator manufacturer myself, without being given the number to even call at this time. When I asked why am I being asked to do this and why Main Appliance can't help facilitate this I was told again they are only "Service Providers" and only do work they get paid for. If they helped with this process they wouldn't have enough staff. I was then told by the rep, with the amount of time we spent on this call (Roughly 10 minutes) talking about why Main Appliance can't help get a new ticket created this could have been resolved with the refrigerator manufacturer. So to recap they don't have enough staff available to help follow up with Samsung for 10 minutes, when Main Appliance was the "Service Provider" scheduled to come do the repair and didn't notify us that wasn't going to happen. Again, I guess good customer service isn't included in their idea of "Service Provider". Very unhelpful, lack of ownership helping to solve the problem, and overall just lack of caring for me as a customer. I wouldn't recommend them to anyone if this is what Main Appliance thinks is good customer service regardless of being the primary or only the "Service Provider"."

"Main came out to service a dishwasher that wasn't draining. After swearing up and down that the problem was resolved, the dishwasher continued to not drain. When I called the office back, they wanted to charge us even MORE money to come back out, despite not having actually fixed the problem at all the first time. Terrible experience; take your money elsewhere."