Appliance Repair reviews in Houston, Texas

We did not have a good experience using this company for a warranty issue. The first appoint I was given a window from 9 to 12:00. At 1:00 I still had not received a call from the technician so I called the office and was told he would arrive between 3:00 and 4:00, had to cancel the apt. Today my apt window was 10 to 1:00, and again by 1:00 no phone call or update. I called the office and was given the same excuse as the week before and told it could be 45 minutes to an hour or so. This time my husband was home for the apt, he left for an errand since we had been told we would receive a call when the technician was in his way…..well, no call and the tech left his card on the garage door AND tried to refuse to come back. My husband had to argue with the office staff to get the technician at our house after literally waiting all day for 2 days!! A little communication goes a long way and this company is completely lacking in this area.

Horrible service. I had the same person (Julio) come out two different times because my washer machine was having problems. The first time he claimed it was because the tenant was loading the washer with too much clothes and the second time he claimed they were loading too little. Both times he was here for less than 10-15 minutes and not once saw a full cycle being ran on the washer. I called a different company right after and they were able to diagnose the problem within 30 minutes during the visit. I would never use Big Kountry appliance again, they are nothing but a scam, looking to spend the least amount of time possible.

RESPONSE TO OWNER…. Not sure if you can read, but the problem was fixed with a different company that came out.

I won't lie; I was a little worried when my home warranty place assigned my claim to Big Kountry after reading some reviews on a different site (hint: the site rhymes with welp!). But my expectations were exceeded by far from the service we received from Big Kountry and our repairman, Manuel. We were given a three-hour window and about 30 minutes or so into the window I got a call, text message, and email all letting me know that Manuel was on his way. Had I known this, I would've stayed at work until receiving the notifications (but I got to enjoy a lunch at home anyways!). About 20 minutes after receiving the notice, Manuel arrived at my front door. He assessed the problem with our oven, replaced the malfunctioning part, and made sure that his repair had successfully resolved our problem. While waiting for the oven to heat up he also showed me some helpful tips for using/maintaining a gas stove/oven range (long time electric user... finally making the return to gas). Manuel was friendly and knowledgeable of our appliances. On top of that he just seemed like a pretty cool dude. Overall, this was a FANTASTIC experience with Big Kountry and Manuel. THANK YOU!

No communication 3.5 weeks for parts, made repairs, refrigerator still inop! Worst experience ever! *** In response to the half-hearted apology, my warranty company contracted you to diagnose and repair my appliance. Following your diagnosis, came a 3.5 week wait for the parts that your company ordered. Then, the God forsaken repair job that did absolutely nothing to fix the problem. Did we get a call back from the tech to come and see what he might have missed or done wrong? No, we didnt, instead you tell my warranty company that they need a second opinion! You were the second opinion. You didn't even follow up on your own repair! What kind of circus are you people running?

I wish I would have read reviews before I booked with this company. ALICE in dispatch is just awful. She told me she would call me back when I requested to not have a specific time frame due to a doctor's appointment. She never called me back and by the time I called them back they were closed. I got a phone call the next day with a time frame of 11-2, which was the time frame i specifically requested not to have. Since I need my washer fixed, I changed my doctor's appointment, only to not have the technician show up in the time frame. When I called and spoke to Alice again, she told me that I could have easily called her back, which I did TWiCE , and that I need to take some responsibility for her incompetenceand inability to do her job. She continued to yell and talk over me, and when I told her she needed to stop she got defensive and hung up on me. If this is the way they treat their customers, the owners need some serious overhauling. DO NOT BOOK THIS COMPANY!!

I purchased a refrigerator through Best Buy. I purchased an extended warranty on this refrigerator. This incompetent company handles the warranty.The refrigerator has stopped cooling. All of my food has gone bad. I made an appointment over a month ago. Someone came out, but did not do anything other than take pictures. I called Best Buy again. Another appointment was made. Evertime I call Big Country Appliance I get the same rude, unprofessional, and bitter lady. She told me that since they have to come out again, that I would be charged a "$140 service fee." I called Best Buy again, and they informed me that there would be no fee and that they spoke with Big County Appliance. They were supposed to come out on 8/11/2023 between 8-12 and never did.This is no way to do business. Apparently I paid for a completely useless extended warranty.

Juan was a great technician. Made the repair experience so easy. Neat , clean & professional . And Mary did a great job also scheduling the repair since I started this endeavor in Mid Dec & had to wait until today Feb 6,2024 to complete. Thank you both for your willingness to help me.

Do NOT under any circumstances let these people into your home. They are absolute crooks. They took money from the warranty company twice, only to not fix the problem. When I called for the 3rd time for the same issue just days later, they said they knew what the issue was and they were going to order a new part. It made no sense that they all of a sudden knew how to fix it without ever coming back and talking with a master technician as maytag required. The lady on the phone tried to tell me that customer service didn't know what they were talking about and they had already spoken to the technician line after he left my home last time to make sure the washer was fixed properly. She claimed that he called from his vehicle after leaving when I told her I have video evidence that a phone call was never made while he was here. She said she would call me back after speaking with the warranty company. When she called back, she said they were going to send another company out for a 2nd opinion because she can't authorize a new washer, which I never asked for. When I called the warranty company back, they said she claimed that I was being combative and wouldn't authorize them to fix my washer and was demanding a new washer. Thankfully, I recorded all calls with this company and forwarded all of the TRUTH to maytag/whirlpool, which included all of the recorded calls and video from my home. They were shocked over the past month how I have been spoken to, and told me that what the technician was doing wasn't even what was recommended, and that's why they wanted him to call a master technician while he was in my home. I've been without a working washer for over a month because of this scam of a company. DO NOT TRUST THESE PEOPLE!

Honestly, this place deserves five stars. We had an issue with another appliance company. The other company had us doing the physical labor on our dishwasher. However (I don’t remember his name) our repair man took care of us and did not have us do the labor ourself. We’ve been without a dishwasher for two months. This repair company fixed our dishwasher in a week!!! This includes the part being ordered!

These people were hired by whirlpool company to repair my dryer. Which I purchased in February and still under manufacturer warranty. Big Kountry came out 2 times to repair my dryer for the same problem. The second time the worker came out he said I needed my air duct dryer cleaned and that would make the dryer work. I contracted a company to come and clean my dryer air duct and exactly 60 days later the same problem
Occurred. I contacted whirl pool again and they sent big kountry out. Only this time big Kountry receptionist informed me if their guy come out again and have to repair the same problem they are charging me for the service . I am reporting them to the whirlpool as well. You cannot charge me for a problem
Covered by warranty that you should have repaired the first , and second time. Do not trust this company to repair anything !

I used the company no issues, very professional and they fix my appliance with no issues. The office when I called was very helpful and they were very informative and very kind.

Juan was very professional and knowledgeable of our product. He fixed the problem and was on his way within a few minutes of arrival. We were worried that there would be an issue because of the location of the appliance

I had Israel sent for repair, he did excellent, quick job. He explained what was wrong with the washer, in a very courteoous manner, showed part that was replaced, and the function of it. Offering future services also cought my attention, as crosselling is a way to keep customers coming to your business again. Ultimatly when leaving he offered to put my carpet on the outside door to prevent a fall, as it was raining. Thank you Israel for an exceptional customer service.

This company is a joke. Our gas range is under warranty so we were instructed to contact Electrolux and they sent this contractor out. The issue is that the gas range is not calibrated correctly, so our food is not cooking all the way thru. When Big Country came out, Juan's immediate attempt to get out of addressing it was that "the inspector (mind you the inspector is state licensed and qualified, etc) probably used an older method of measuring the temperature." I just looked at him and referred him to the professional report that was provided to us. He decided he wanted to try his own method and went to his truck and when that gave the same result, he called a supposed helper, who wasn't helpful. He said temp setting is really up to the customer and said they can't recalibrate it but it's fine and not far off. I said sir, that is not acceptable and so he collected his stuff and left saying contact Frigidaire directly. I have and reported this contractor as unacceptable to our builder, Frigidaire and in our community. Please don't allow this company to be sent out to look at or even repair anything. Request a different contractor. What a freaking joke!

I must say that I was beyond pleased with the professionalism of their technician Juan. He still helped my family and I out, even after hours, to help get the job done and I was very grateful that he maintains that level of integrity because there’s not many businesses where you find such a rarity. He got straight to business and after my washer was fixed, he even offered to do a follow up with me to make sure everything was running smoothly. And even offered some tips to maintain the functionality of my washer moving forward as well!! If you need an amazing technician that will go above and beyond for you to have a good experience on getting your appliance fixed? I would recommend Juan hands down. I’m happy!

I can’t believe LOWES has contracted this Company!!! Going on almost 2 Months, multiple visits, multiple parts ordered and my washer is NOT fixed. Filed a complaint with LOWES!!

I am very pleased with Juan, who is employed by Big Kountry. He fixed my refrigerator and followed up the next day to ensure it was working properly. Thank you, Big Kountry, for your excellent customer service and for having such friendly staff!great, friendly customer service

Juan was amazing with the service completed 01/30/24 & had no issue with our home rules since we have kids we don’t wear shoes indoors. He was very respectful. He was in and out diagnosing the appliance issue and repairing within 5 minutes. 10/10 service and mannerisms.

worse customer service I've been trying to have they service my refrigerator for 3 time already they have gone and it's hasn't been fixed i'm being blamed for not making myself available for them it's like they think customers just sit at home all day waiting on them I have a job this should have been fixed since day one its been over 2 months!!!!!!!!! VERY RUDE LADY OVER THEY ANSWERING SERVICE WOULDN'T RECOMMEND!!!!!!!!!!!!!!!!!
AND I DIDNT MISS ANY APPOINTMENTS THAT !!!!
THE TECHNICIAN CAME 2 TIME AND NEVER HAD THE PARTS AND WOULD JUST GO AND LOOK AND SAY HE NEEDED TO ORDER MORE PARTS AND NEVER INSTALLED YET.

They told me they were going to order a part. I called 2 weeks later. They said case was close. The lady answering the phone was rude and acted like I did not have an education. Yelling at me saying this is the protocol.. all I wanted to know when the part would come in. . If you are not in Houston and live somewhere 6 hrs away. Do not get this company.. I called my insurance I told them to send someone else out different company, they told me same thing about part, and the Insurance did covered it with a different company. Big country insurance sec told me to try someone new. I did! Yes, american home shield covered my part. Big country appliance never followed through or even called me about the situation before they closed it. The person they sent to the house probably didn't want to do the work either. My part was order with the different company. Big country needs to get facts straight with the person they send out.customer service not good.

I Wouldn't recommend this company. The inexperienced tech had to come 4 times to fix the washer.

They send a young man who did not know how to diagnose the problem at the first time. He had to come in 4 times to finally figure it out. The first time he said it was the panel, so he ordered a brand new one. Second time, he installed it and said the panel that AHS sent was not working and it was defective. He also forced the door lid open and broke it so he also ordered another part for that. Third time he installed everything and said everything was working fine. It did, washer washed for 1 week (5 uses) and the washer broke again. Fourth time he came he said that one of the hoses was deep in and it was causing a suction that didn't allowed water to drain correctly. He said it was "just physics " and it was so easy to fix. He said he just pulled the hose out a little bit and the washer was working. He then said: "this was what was wrong in the first time, I just didn't think about it"

I understand we are all humans, but when a company sends the same person 4 times means he is an inexperienced technician. He also had to call someone else every single time he came over to consult the possible diagnosis.
The company should have send someone else to diagnose the problem. Which I did request a different technician but they didn't.

This was such a waste of time.
They need to train their technicians better.
I would never use this company again.