Brand Source Appliance Repair

"I have a refrigerator that I purchased 2.5 years ago along with other kitchen appliances. At the time of purchase, I also paid an extra $499 for an extended warranty. My refrigerator has been broken since June 4, 2021. It turns out that Brand Source is the repair company contracted with to service broken appliances through my warranty. I have not had a functioning refrigerator in 13 weeks and Brand Source has attempted to fix it 5 times. Each time they try, it takes 24 hours to see if it worked. Then, when I call and say it wasn't fixed, it is 2 weeks before they have an available appointment. I have requested to speak to a manage on three separate occasions, but have never received a call from a manager. On the fourth visit, the repair person told me he should have tried what he was doing then on the first three visits, but Brand Source had not authorized that approach. Now I am waiting for a 6th visit for the same repair person who was just here to determine next steps. He was very clear that next steps were to replace the appliance. Apparently, because he didn't state that in his notes, his onsite visit is required. I get a different story from everybody I speak with. Brand Source has provided shockingly poor service, shown a complete lack of accountability and has shown zero empathy. I have been without refrigeration for 13 weeks, with no solution in site and I can't get a manager to return a call or find anybody that can tell me what the plan is for resolution. Update: I just spoke with the manager. It is astonishing and disheartening that the manager ignored all of my attempts to reach out over this experience and did not return a single call. Yet, I hear from him within 24 hours of posting this review. It looks like my unit cannot be repaired, so it must be replaced. Hopefully the replacement process is smoother than this attempted repair. We're now into week 14 of not having a refrigerator."

"These people are a bunch of crooks. They gave me a 2 hour window 24 hours before coming out. I told them on the phone what I thought the problem was but they insisted that my diagnosis would not be the problem and that they would have to check if they have the part in stock which they said would be the most likely to fix my appliance issue. I reluctantly agreed to their handling of the situation and arranged to be home. Lo and behold. The problem was the one that I suspected and they had to order a different part. I had to arrange another day where they call 24 hours in advance with a two hour window. This means I have to take another whole day of because they cannot even tell me if it will be in the morning and afternoon. I made note of my dissatisfaction on the matter and that I may cancel but will call back as soon as I arranged with my other half to see if she can get another day off. I then get a call to say they have the right to refuse service and will refund me only $30 of the $100 I already paid them because a technician already came out to me. They also refused to tell me why they made this decision and Dakota ( Who I spoke to) hung up on me while I was still talking. so now my appliance is still not working and I am $70 out of pocket for no work done. I was very upset and felt quite taken advantage of. In short, when you look into this company and read my review run as far as you can and tell everybody else the same."

"We have service contracts on all of our appliances. With the exception of the Refrigerator they are all with Sears Service Contracts. I wish they were all with Brand Source. We had an issue with the ice maker on our LG refrigerator and called Brand Source. Time on hold was very minimal as compared to the time we had to spend on scheduling our yearly maintenance on our Sears Contract. Sears Service contracts didn't even show that we had service contracts on two of our appliances. The individuals on the Sears service phone line were rude and I dare you to get them to transfer you to a supervisor who says "Hold Please" , this is how they great an unsatisfied customer. Well enough about the "Other Company" and more to say about Brand Source. We made an appointment with literally no hold time, the service technician, "Eric" was more than helpful and knew exactly how to handle a customer who had a problem with their covered appliance. What a remarkable difference. He deserves the reward for excellence. We were asked if we wanted to renew our Sears contract and I not only told them NO but H#!! NO. My recommendation is to call Brand Source. I would recommend Brand source to my best friends without hesitation."

"Need installs done for appliances, be sure to check out Brand Source. A company you can trust to do the job and do it well. We had Leo as our installer and what a fantastic job he did. Professional and efficient at a great price. Try them out...you'll be glad you did."

"Excellent customer service!! I received a call on Sunday night (night before install), letting me know the 2-hour timeframe that installer would be over. Installer showed up right on time, was in and done with the dishwasher install within 40 minutes. Polite - efficient - cleaned up area! Will definitely do business with Brand Source again!"