American Appliance

I had never used this business until about a month ago when I had an issue with my dishwasher on the last day of the warranty! I only spoke with 2 people there, and they were both excellent-The incredibly nice lady who called to schedule the appointment was helpful and courteous, and let me know that Charles would be our repairman. She also gave us a 4 hour window in which to expect him, and said he would call when he was on his way. Everything went exactly to plan! Charles was very nice and efficient. He fixed the problem and we were very happy! Just this week, our dryer broke, so we called and requested Charles. I was on the schedule within a couple of days, and my dryer is fixed. Thanks, Charles! We will definitely think of you first for our next appliance repair!

We bought a refrigerator with warranty at Lowe's in Abingdon, VA. The refrigerator has needed two service calls in first two years and it turns out American Appliance is the local repair company to handle the warranty. First, they take days to come to check the problem, then you're lucky to get them back to finish the repair. Wes Strickland seems to be knowledgeable about repairs but is NOT a good manager of his business. Their office calls to tell you what day you will get service but Wes does not call or show up when scheduled. Once Wes had the part to repair our refrigerator it took almost two more weeks for him to come put it in. When he got here he showed up without calling, tried saying our phones didn't work (though their office had called both of our numbers), blamed bad numbers he was calling on warranty company and said he did not know he had been scheduled to come out the three previous dates his office said he was coming out. VERY disorganized office. He first showed up to diagnose repair on 12/4 and did not return until 12/18. Sadly, his business seems to handle the warranty repair work on many or all of Lowe's appliances. We have switched to Home Depot and strongly recommend you do NOT use this business for any repairs. Our neighbors have stove from Lowe's that needs repairs under warranty and American Appliance has not even shown up to assess the stove problem in over 30 days. Several cancelled service dates, no calls from Wes, no service. DO NOT USE THIS BUSINESS.

I waited over 3 weeks now for my washer to be fixed. I had to pay $ 210.05 for the parts and the labor on 9/4, Wes told me it would be about 7 days. No one responded to me until I emailed asking when the part would be in and installed. Within a short time after my email, received a phone call and was advised it would be installed between 1 - 5 on next day. At 4:04 next afternoon, I received a phone call advising their tech "got a late start" and would not be able to make it, but would be at my house first thing next morning. I called at 3 pm next day to find out where the tech was, had to leave a message. At 342 was called back from a cell phone and advised tech was 15 minutes out. Tech arrived shortly after 4, pulled in drive, got out of van, walked around it, got back in, sat in drive for 15 minutes on cell phone, then left. NEVER bothered to knock on the door or speak with us. I called office was advised "he had been given the wrong part, would be back in the morning". Said she would find out what could be done and call back. NO ONE called back.
My husband called next morning after 1030 to find out when they would be in to fix the part. Charles said that the part came in on Sept 6 guy got hurt . Advised would be at our home in 8 minutes. After waiting another 1.5 hours, husband called Charles who said he would not be coming out to fix the washer. Husband said to send reimbursement and a confirmation email that check has been sent. Still waiting on that as well as return phone calls.
I have spent over $ 100 at the laundromat for 3 weeks while waiting on them to fulfill their obligation to me to install part that was paid for.
VERY POOR customer service! I am still without a washer, having to chase down a company to fix it 3 weeks AFTER it was paid for in full per their requirement to order the part, is POOR business practice, let alone the fact that they took the money and now won’t return the money and won’t fix the washer.

My husband and I have bought several appliances with this company. We will never do business with them again. We bought a washer and it quit right after the 30 day warranty, etc. That was money we could have took towards a new one. I thought being a loyal customer they would help us, but no. My husband is a Disabled Veteran and We expected better from this company. The washer leaked water everywhere.