Appliance Repair reviews in Houston, Texas

I had repair work done today on our refrigerator. Roman was our technician from Excellence Appliance Repair. He did a fantastic job, very nice very professional and obviously knew what he was doing. I would highly recommend using Excellence Appliance Repair. If I were you, I would request Roman to do my repair work.

Quick and super easy to work with! I scheduled an appointment online, and Roman arrived within an hour and a half. He fixed our fridge’s ice maker and even showed us the source of a leak we had. Highly recommend!

Nijat Alahmadli from Excellence Appliance Repair came on time and was very professional and diagnosed the problem with our dryer within a few minutes and repaired the dryer in the spot. He was very honest and cordial. Thank you so much for coming on New Year’s Day to repair our dryer. We appreciate it.

Don’t use these people. Parts used to repair refrigerator did not work. Repair technician would not return and fix. They did not honor new parts and labor warranty.
Update: Based upon my review Excellence Repair offered to refund in full for the defective part and I have accepted.

Roman was our technician and he did a really good job. my fridge had basically stopped cooling. i thought i was going to have to buy a new one but he was able to replace the fan and the gaskets and it's now back up and running. he was great with his updates on the parts and i am very pleased with the job he did.

I had a great experience here. My technician, Najit, was thorough and explained what needed to be done. He got a part I needed the same day and everything is fixed. Very smooth transaction! Definitely recommend and will use again!

Yuri came in a timely manner, but only unplugged it to reboot it and charged me 250.00 to pull 3 coins out of it. The service call was 99.00 and that’s all I should have had to pay… would highly recommend shopping around…. As I handed him the cash and looked at him- he knew I knew. Obviously he didn’t ask for a review- so here you go

This is my second time using Victor’s services, and he continues to impress. I called around 10:30 and he was able to come by just a couple hours later to assess the issue—same day service! He’s always prompt, very nice, and professional. He also provided a fair, reasonable quote. Highly recommend.

Shopping for appliance service repair?

Be aware of this business!

While the main office/answering service was quick to set up a diagnostic appointment and dispatch a technician within 24 hours, everything went downhill from there.

The technician spent about an hour trying to determine what was broken with our Samsung washer, and finally proclaimed that the control panel needed to be replaced. Excellence's parts house provider was on back order for the part, so we agreed to pay $100 more for them to source the part directly from Samsung. Date of arrival of the part was TBD. The diagnostic ("call-out") fee was $134, and an estimated total of $507 pending the part. The tech indicated he was 100% sure that the issue was the control panel.

Six days later, we had not heard from anyone about follow-up on the status, so we called the main office. The main office wasn't able to provide any information, as they stated it was up to the individual technician to 1) source the part needed, and then 2) schedule a follow-up. So we waited...

A second follow-up call to the main office connected us to someone in San Antonio (their HQ location). A supervisor was assigned to call us, but never did.

The next day we got a text from the technician indicating the part should be in the following day. It did come in and again the tech promptly came back to work on the washer. But replacing the control panel didn't work. He then indicated the control board would need to be replaced (another $300) but it too was on back order from all parts supply houses, including Samsung.

At that point, we just decided to buy a new washer.

Execellence did refund the $134 diagnostic fee.

But having a special needs child at home, going 8 days without a washer is difficult at best.

We won't use this company again, and don't recommend them as the tech knowledge level appeared to be lacking. Moreover perhaps, a business that runs an operating model that is totally dependent on the technician to drive the process is not a business we will use. eg On-going communication was NONEXISTENT..

I have no idea why this company has so many good reviews because my experience was terrible. We had our initial visit on November 24th 2 days after I called, was told we needed to order replacement parts and it would take 4-5 days to come in. I gave grace because of the thanksgiving holiday but once I hadn’t heard back for over a week I called them on December 4th, and received NO response back. I called again December 5th and was finally told the parts are here we can come back December 8th. I was then told one of the parts didn’t fit right and it wouldn’t be fixed that day, the technician told me he’d text me Tuesday or Wednesday. He did not. I once again called December 13th, and was told by the woman on the phone I’d receive a return phone call. No one contacted me. I called AGAIN Sunday December 14th and was finally again told the part was in and they could come Monday the 15th to finish the repairs. Almost THREE weeks since our initial visit. The technician is able to successfully fix the dryer and clean the vents this time which I’m happy with, until I further inspect my laundry room and discover while fixing it he scuffed and scratched my new tile and bent/damaged the top of my dryer. I will never use this company again and urge to choose literally ANYONE else. $480 for service this poor is appalling.

AVOID this company. We were referred by our home warranty company because GE was booked. First technician came out & diagnosed the microwave needed a new control panel (maybe a new computer "brain" but he couldn't order that part till the control panel was replaced). Took 6 days to get control panel, another technician failed to call us, came an hour late, "because they're swamped", replaced the control panel with a dented part. He reluctantly said he'd order a new one "if the dent bothered us." We had to insist that he order it & he said to "call if anything else goes wrong with the microwave in the meantime." Soon the steam sensor shut down the functions (apparently the "brain" is not working) & the exhaust fan makes noise. It was fine before the "repair." Two weeks later- he was late again & hadn't called, so we called the office before 5 pm & she said he'd be here within an hour- "he was busy with a customer". We cancelled the appointment & our warranty company was notified & is sending a GE technician. Our guess is this company is understaffed, possibly using some undertrained technicians & it makes more money by doing return calls for warranty referrals. * Let your warranty company know. They depend on your feedback to send reliable service providers.

This company was contracted through Maytag to repair a dryer that I purchased brand new 5 months prior. I had an appointment on a Saturday. No one showed, no call, no email, nothing. I tried calling them and got a voice message saying they were closed on Saturdays. Monday rolls around and I get a call from them. A woman rudely informs me they don't have and availability for 10 more days! I told her that I was supposed to have an appointment on Saturday and she informs me that they don't work Saturdays. I told her I was not the one who scheduled the appointment, maytag did, and she's says ,well you have to call them. Thanks for nothing!

First time out and fixed! This is our 3rd time being assigned to them from our home warranty. The guys that come are knowledgeable and professional. We’ve had to change our service time and date and they were accommodating. They’ve also had to change, but sometimes life happens or a job takes more time, or a part doesn’t make it in time. They were great with communicating with us. Thanks!!

Unreliable. We were given a time window, technician didn't show up. I called Big Kountry and the dispatch couldn't get a hold of the technician and let me know she'd call me back with an update. She never did. I missed working because of the technician missing the time window. I called back and hour and a half later and was informed the technician was an hour out, which meant I was now missing dinner with my family. The dispatcher was very unsympathetic. This is the THIRD time something like this has happened with Big Kountry. The only reason I'm having to use them is they are contracted through our home warranty company. Unless you want to waste your time, don't use this company. Ever.

Sorry to hear about some of the bad reviews here, but my experience was fantastic. My home warranty company automatically connected me with Big Kountry for a clogged washing machine, and the field tech (Joshua) was awesome before I even met him. The morning of my appointment, he texts me to get more details about my problems so that he could have everything he needed to fix things on that visit. Once Joshua got here, he quickly assessed and fixed the problem in about an hour. I've been mostly burned by home warranty companies and the services in the past, but today was a relief.

I had a wonderful experience again with Big Kountry! Every person I get is wonderful and very knowledgeable! I had Julia come out to install new ice maker and hook up drinking water amazing job! The best technician ever she was extremely detailed ordered everything needed moved refrigerator with no problem checked everything to make sure all equipment needed was ordered. As soon as she received equipment came back out and installed! What an easy process! Thank you for a super job!!

Called in the morning to make an appointment to have my dryer fixed and they said they could come out between 3 to 6 PM same day. I get a call at 5:30 PM informing me that they cannot make it today (no apology just matter of fact). I took off from work early waiting for them to arrive and if they had not made the appointment for this afternoon I could have continued working or ran some errands. This is the first time I tried Big Kountry Appliance and the reviews I read were good on the first page. When I went online to post this review I noticed the people rating them 1 were a close second to the ones rating them a 5 so I am not the only person unhappy with Big Kountry Appliance Repair. WOULD NOT WASTE MY TIME.

This company is the worst! I would not recommend. Very unprofessional/poor customer service!! They sent out a technician that did not know how to fix whirlpool appliances. He literally called a friend while he was here to work on my refrigeratorto ask him how to fix the issue because he didnt know. I wasted so much time dealing with them getting the run around and because of that I missed out on opportunities with other companies to come out and fix my issue in a timely manner. Now I am in the hold another week with no working refrigerator and over $600 hundred dollars of groceries that I had to dispose of due to spoiling. If you can go with anybody else for assistance with your appliances please do!

I am very pleased with Big Kountry Appliance’s service and especially their repair man, Juan! Juan was so kind and helpful with explaining what he found after a thorough evaluation. He & the office promptly ordered necessary parts and kept me informed on a return timeline.
Juan was professional in all ways. He answered all my questions patiently.
I would definitely use and recommend this company again.

Our oven was under warranty through Sears so we relied on their assessment that Big Kountry Appliance Repair was knowledgeable enough to fix our Kenmore oven. First, their service hours are truly limited/awful - if you are working full-time, you will have to take time off from work multiple times. They did not believe that we had an issue with our oven (despite obvious visual observation that the front glass had cracked), so we scheduled a 3-hour window for them to come over and agree with us. Then we waited for 2 weeks while the part was 'being ordered'. Then finally another 3-hour window for them to complete the repair. Good news is that the repairman successfully replaced the oven glass. Bad news is that he did not know how to re-attach the front handle, which came off in our hands later that night. Guess what? No service calls after hours and none on weekends, even for issues that they caused. They told us that we had to schedule another 3-hour session window. Our contractor that we use for other items fixed it that night in 15 minutes. Here's what we got with Big Kountry: awful customer service and a repair that caused additional problems!

I was supposed to receive a call/message the day of service (as explained when I called) when the technician was heading to my home for service. Did not receive. Technician arrived at my house and i asked if he could wait, explained to Big Kountry customer support that i did not receive the call notification as told. She was very disrespectful and would talk over me. Do not use very rude and too long before they can make an appointment.