Tom's Appliance Service, Inc.

TLDR: poor customer service and communication, technicians lack knowledge, prices are too high First off, the woman who answers the phone is incredibly impatient. She is rude and will cut you off while you’re talking. Despite the poor customer service, I stuck with this company because a previous company never showed up to the appointment. I scheduled an appointment to have my dryer looked at. I was given a window from 1-3. At 4pm I decide to leave my house to run an errand because I assume I am again being stood up for an appointment. Of course I get a call right after I leave from the repair person saying they are on their way. I told him my window was from 1-3 and he said he didn’t realize that. Whatever…I came back. I had already taken the dryer apart and vacuumed it. I had already purchased one of the repair parts I needed replaced, but it needed to have wires stripped and I wasn’t comfortable with electrical. I showed the repair man the part and he responded that he had never seen that before and didn’t know what it did. Again, the appliance repair professional looked at me (a person who has no knowledge or training in appliance repair yet figured out the problem with help from YouTube) and said they didn’t know what to do with the part. It was a timer resistor. The replacement I bought was shorter than the original (hence needing the wires stripped/elongated) because the dryer is a Kenmore brand and the exact part isn’t available. He wanted to put the old one back in despite the plastic being melted. He claimed it was meant to take heat (even though minutes before he was claiming he didn’t know what the part even was). I pointed out that it took too much heat and was melted and tired black. He pointed out the new part is black plastic. I pointed out that the original part’s plastic is clear and obviously turned black from melting. I’m lucky I didn’t experience an electrical fire. The repair man literally wanted to put the old part back in! Fortunately, my mom showed up and I was able to leave because I was not going to be able to continue being polite to the technician who doesn’t know what the timer resistor was and was willing to put the faulty part back in my dryer. I was about to tell him to leave and not pay him. That is absolutely what I should have done. I also needed a thermal fuse replaced. The cost for that part was $25. I was charged a total of $152. Explain how I get charged $65 for a service charge and an additional $60 for service time.

Called and scheduled service for the following day. I thought all was good. Unfortunately they were a no call / no show. I called the office about 3 pm to ask for an ETA, there was no answer. Wish I had read other reviews prior to going with this company as you can see there are several other people with the same issues.

Sent two emails asking for them to help us out. I received two automated return emails back. I thought I had found a reliable company. I was wrong. Just like most of the contractors you try to contact for service. They just ignore you and never call you back. Go with someone that's more trustworthy and cares about its future customers.

Called Tom's Appliance when I kept getting the run around from another company. Dave from Tom's came out, and in ONE HOUR he had my washing machine running like new. He replaced the burnt belt (the other company said "yeah, its burnt but still good") and found a sock stuck in the hose preventing the washing from spinning and draining correctly. ( the other company didn't bother to look said "just run it till it dies") The washer was making a horrible noise and had started on fire. (The belt) and all the other company could say was "it's fine. Just use it". Tom's price for one hour was very reasonable and the peace of mind knowing my machine now WORKS CORRECTLY Is priceless Thank you Dave from TOM'S APPLIANCE. I will recommend TOM'S to everyone.

I had Tony come out today to repair my dryer. He was very professional and fast. Knew the problem immediately and even though things were working well he still went in the attic and checked everything. He put the appliances back and cleaned the entire area before he left. I dreaded having someone come out but he made it such a good experience and had a very positive attitude!! The price for very reasonable for all that he did so thank you to Tony!