Appliance Repair reviews in Omaha, Nebraska

I had Hometown Hero try to take care of a couple of warranty items on my Sub Zero Fridge. It took three trips and the fridge still isn't 100% repaired. The last trip, they were supposed to adjust the door so it closed properly and re-install a piece of trim that fell off. The door is fixed, but the trim is not. Not only did they not re-install the piece of trim has disappeared.

We had an issue with our microwave wall oven a few months ago where the plate kept spinning, and we called Hometown to come assess/repair it. Derek, the technician who came to address the issue, fixed it; however, while he was there, the microwave's monitor continued to turn off. He suggested plugging and unplugging the device, as the malfunction was a common issue in his opinion and is resolved after the device is plugged in a few times. When I suggested that he bring in the table, which they had previously used to support the oven and prevent self-injury or property damage due to the heavy-duty wall ovens, he informed me that retrieving it from the van would incur an additional charge of $150. He mentioned that he was doing me a favor by holding the microwave himself and asked me to keep plugging and unplugging it. I was surprised to learn that they would charge an additional $150 on top of their service charge just to place the microwave on the table. When I asked him why previous technicians from their own company hadn't mentioned or charged such an amount for placing the oven, he said it was their policy. In any case, he did not bring the table, and he struggled to place the microwave back in the wall frame.

After he left, the microwave began to have ongoing issues with the front screen turning off, and we had to repeatedly unplug and plug it back in from the breaker panel until we scheduled another service appointment.

Derek, who assessed the microwave last time, came back again, and after listening to the problem and turning it off or on, he suggested that this problem is unsolvable because the computer system has failed; there are some 9 or 11 computers, but we cannot identify the faulty ones or obtain replacements to resolve the issue. Basically, his trip was to tell me that the microwave that was working properly before he touched it the last time can no longer be fixed. When I asked why he made this trip, he replied that there might have been another issue we could have fixed.

After discussing our past experience and rationale for charging for this trip, he said he was going to tell us that we would not be charged for it. We received neither a physical copy of a bill nor an email, but today, I received a letter from a collection agency stating we owe them $159.43. I think such an incident shows the kind of deceiving culture that they have. There was no bill, no email, and a verbal commitment that no bill would be charged; however, a bill was sent to a collection agency without our knowledge. Derek, if you happen to read this review, please feel free to clarify if my account of the situation is inaccurate.

If I had a chance to rate them zero stars, I would have, but I will never recommend doing business with any company with such shady practices. While I have not called them since I just got the notice, I am going to reach out to them on Monday, but Hometown Appliance has been a total disappointment, and anyone using their service should think twice before opting for them.

Follow up:

I could not edit my last review since I have reached the word limit, so here is the update.

I called Monday per the Hometown's counter comment to discuss the issue and got in contact with Colin, who mentioned that he has spoken to the tech and listened to my concerns as well. However, he stated that the tech did not offer to waive the charge during their discussion. He also mentioned that the interaction was not the most pleasant. After I reiterated that the technician did state that there would be no charges for the visit, he dismissed my claim and asked me to pay the amount so they could cancel the call from the collection agency. I informed him that this interaction might have been recorded on our indoor camera, and I would review it again if the recording still exists; in response, he said that if he had offered it, he would return the amount.

Luckily, our camera still had the conversation, and after reviewing it in detail, I called him again, pointing out that he mentioned it 3 times. Unfortunately, the sound quality was poor, making it difficult for Colin to hear over the phone due to the camera's distance; however, when I recounted the tech's words verbatim, Colin implied that I pressured him into that response by stating I would not pay the bill. As a customer, it is my right to voice my concern and what I feel was the right thing. The technician did not have to agree with me; however, he himself said that he would have waived the charge, even unprompted. Here is the word-by-word transcription of his statement ("I am absolutely going to waive the charge today; I am not going to charge you; I know you said you are not going to pay for it; I was going to offer that to you regardless").

I am disappointed again that the person reviewing this case is biased and, instead of addressing the larger issue, prioritizes collecting the $159.53 while making the customer feel guilty for expressing their concerns.

At this point, it is not about money anymore. I have already paid them the amount; this amount won't make them Fortune 500, nor will it make me lose sleep; however, it just reinforces what I have written above. The company exhibits a lack of professionalism and integrity, failing to honor their commitments and engaging in a dubious practice of charging for services they do not advertise. For instance, I reaffirmed with him the existence of a policy imposing a fee for a portable table for placing items from the van, if necessary. Colin confirmed this policy. In other words, the cost for a diagnostic on a wall-mounted oven is $150 plus $159.53. I concluded the second call with him, during which he said that he will review it again and will get back to me tomorrow.

I will not engage in any further discussion with them (and I have told him that he can send me an email of his conclusion, but I honestly don't have any expectation); however, I hope that someone else finds this review useful and becomes aware of the bigger issues I faced while hiring their service.

Derek arrived promptly and was very courteous! He thanked us for the feedback we gave him prior to his arriving, so that he could quickly diagnose the problem. He replaced a fan on our refrigerator that had gone out, and explained the entire process to us and was very kind and helpful during the entire visit! We appreciated his attention to detail, and keeping us informed while completing the repair. He even showed us the damaged fan and the new one he was replacing it with. Derek was so polite and kind, and put us at ease that he knew what the issue was with the refrigerator(and even showed us the diagnostic report that he ran to confirm the issue) and that it was an easy fix!
Derek is very knowledgeable and is a great asset to your company! I would highly recommend Derek and Hometown Hero Appliance Repair for honest, quick and reliable service!! Thank you for a great experience!

Easiest home repair appointment I’ve ever made. Everyone was nice, from scheduling to the repair man. Derek explained what he did, a swerved questions & wasn’t in a rush for another call. Definitely will use again.

Darren was nice. We couldn't locate the issue while he was here. He suggested I call my gas company and I'm so thankful he did!! BHE came out and discovered we had a substantial carbon monoxide leak when our oven was running. Thank you very much!! You potentially saved my family. I absolutely will use you guys in the future.

Friendly and knowledgeable staff. Derek did a great job repairing our refrigerator Even took time to show my kid and his little friends what he was doing. Will definitely turn to this business for any future repair needs.

Great experience, friendly and very helpful. Solved our issue and replaced a soon to be issue part. I have been buying parts from you guys for 20+ years, but have never used your services until this week. Very happy with the work. Keep up the great service!

Technician was polite and knew his job. Was honest, could have charged me for a new compressor but it was only a switch. He even fixed my ice maker water line, now I have ice again.

The appliance technician was very courteous, efficient and knowledgeable. However, the hourly labor rate is $700/hr.
The part was $120. The labor was $350 for 30 minutes. At this rate, I will no longer be able to use Hometown Hero in the future. Its cheaper just to buy a new appliance. Its too bad... I've been using them for years with great success, but my doctor doesn't even charge these rates.

This was a warranty repair so Samsung paid the bill. Our technician was great! He was punctual, polite and knowledgeable. He completed the repair efficiently and quickly and cleaned up after himself. He was very personable and informative. We are really happy with the service provided by Darren Bitzer

Had a great visit from Koby on 10/6/25. Our dryer had gotten really loud over the last week so called HHAR on Friday 10/3 and scheduled a visit for Monday. Koby arrived just past our expected time window but no big deal. He diagnosed the issue immediately once he started the dryer. Lint was blocking the blower inside the machine. He provided some background/details on why the issue was happening and quickly fixed it. He was thorough and knowledgeable and I appreciated him going over best practices for future use. Thanks Koby. Well done.

Thank you, Mike Fleming! I believe this is the second time that we have had Mike out to one of our houses. Mike is very professional, knowledgeable, and courteous. He carefully listened to my description of the problem with our washing machine and then quickly diagnosed and fixed the problem. I believe Mike had the machine back up and running in under an hour. My wife was VERY happy to have the washing machine back up and running again. We called on a Monday morning, and he came out on the following Wednesday. Thanks Mike!

My experience could not have been better. Ali was friendly and answered all my questions. He provided the level of customer service that many companies do not. The replacement of the warranty part went smoothly and Ali was very conscience that no water that may have dripped was left behind. My realtor came to witness that the repair was successful so they could report to the new owners. She too was extremely impressed with the quality of service and how timely the work was completed due to the expertise of Ali.

I loved the link that allowed me to see when my repair was next up on the schedule!!!

Tech was very professional and personable. Great communication from the company about when he would be there. Unfortunately, repairs would have cost more than a new one so paid the service fee for him to look at it which is not unusual for any company out there.

Koby was great. Super friendly, definitely prioritizes customer relations/service along with his expertise. Though our appliance couldn’t be fully fixed, he explained why which made complete sense and part of the problem was, in fact, fixed while he was here. Thanks Koby!

Amazing customer service! It was an absolute pleasure to schedule and work with Derek, the service technician. He was supremely professional and very kind. He also did great work to fix our refrigerator. The work took several hours, the price was good, and he worked with the manufacturer to deal with reimbursement for the parts under warranty.

Will call again if the need arises!

We have been very pleased with our experience. From our initial call with a prompt response with a staff member able to address our concerns. An appointment was set, met and all went well. Our tech, Lucas, was well aware of our problems and explained what he recommended. He accomplished what needed to be done in a timely manner. A little expensive but we felt very confident that our concerns had been addressed, well worth the $$ spent!

Brand new Samsung range had a burner that didn't work out of the box. Set up a repair through Samsung and they set us up with hometown hero. Set an appointment for Saturday between 12 and 3. We had company coming over but I thought 3 would be ok to get the repair and have time to make dinner. The tech did call to let me know he was gonna be late at 2:40. So at 4:15 the tech showed up. Had to rush to get things done. I'm not upset with the tech as he was professional but not meeting the time window is frustrating.

⭐️⭐️⭐️⭐️⭐️ My Hometown Hero: Chance

I’d like to recognize Chance for truly living up to the “Hometown Hero” name! He was absolutely wonderful from start to finish.

He arrived with another employee he was training, and right away, his knowledge, professionalism, and kindness stood out. Not only did he fix our dishwasher perfectly, but he also took the time to explain every step of what he was doing and why. He even invited us to take a look while he worked — patient, friendly, and confident the whole time.

Chance diagnosed several issues, including a clogged valve and filter, and he made sure we understood how it all worked before he left. The pricing was honest and reasonable, and the repair was done quickly and thoroughly.

It’s rare to meet someone who takes such pride in their work and genuinely cares about the customer’s experience. Chance represents Hometown Hero Appliance Repair with excellence — he’s the kind of technician every company hopes to have.

Thank you, Chance, for being our true hometown hero!

Derek was great! He was extremely knowledgeable about everything concerning my washer. He was very professional and just a really nice guy. I would recommend him to everyone.