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March 2022 by Laurie M.
Had appt from 1 to 3 scheduled, confirmed in the am. At 11 Brand Source wanted to come early. I approved but said no one would be there as he was coming early and I had an appt. gave him code to get into the house. At noon he texted, while I was in meeting, asking if I was home but he had a random downtown address. I did not see until after my meeting. He then couldn't come, why, you ask? Because I didn't respond. He sat outside of a UPS office wondering why my home wasn't there, called his boss and he told him to not go to my place. The boss didn't bother to check with dispatch on the address. When I contacted him at 2 to say the correct address, he refused to come as I didn't respond. I gave him the code to get into my home, all they had to do was get the guy to the right door, that they had gone to before, we are 2 months into a simple repair!
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August 2021 by ChrisRosa C.
I cannot stress more strongly not to use these people. Refrigerator (Kitchen Aid) has not worked properly since we purchased it two years ago; same problem multiple times. To date, scheduled repair calls three times; two of those times (including today) the technician did not show (until I called and asked if he was still coming). Called Brand Source office; they have both very nice and useless customer service people. Refrigerator has not worked properly for over one month. Clearly Brand Source and their partners Product Protection Plus either do not care about fulfilling their commitments or are incompetent. If you enjoy frustration, or need your blood pressure raised to the point of stroking out, Brand Source and Product Protection Plus are your guys.
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May 2021 by Jackie D.
Run. Don't walk. The service tech was awesome. But god help you if you need anything from the customer service women that hardly answer the phone. It's your fault they are busy and they won't help prove they are an authorized service provider. You'll end up paying another 95 bucks to someone else because they can't qualify themselves as an authorized service provider for your warranty. You've got a ton more options elsewhere. Don't bother with this one.
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May 2021 by Andy I.
Beware! (Same company) Mattress Kingdom / Appliance Factory Outlet / Brand Source -- Bad deals, HORRIBLE service and terrible customer support. We purchased a full kitchen of premium appliances, supposedly new -- with an extended warranty. Microwave was damaged, had obviously been used elsewhere. They damaged a replacement during installation, wouldn't do anything about it. Their tech couldn't figure out how to finish the dishwasher installation, so left me with a half-installed unit and water leaking on the floor. Recently we called for service for non-draining dishwasher. Over a month and several service calls later, the tech smiled and said he had installed new parts and all was now fine. Big surprise -- not so! Not only had he fixed nothing, he had broken the installation brackets and left the dishwasher loose under the counter. We suspect parts were not replaced. This company -- by any of its names -- does not deliver what they promise and absolutely do not care. You'll save money and frustration by going elsewhere.
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May 2020 by Diane B.
Brian was prompt, very nice, knowledgable and efficient. What more could you ask for in a repair person. My dryer stopped heating. He fixed it and did a little future trouble shooting. Brian showed me that the plastic part that holds the belt was worn down to nothing. My old but expensive dryer now works great and for a fraction of the cost of buying a new one. Give them a try and ask for Brian. BTW, he wore a mask and used hand sanitizer.
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July 2019 by Kevin M.
Too bad there is not a "0" star rating. This company has serviced my Samsung refrigerator for 5 years under extended warranty (sold through Appliance Factory Outlet). They tried to repair the ice maker 4-5 times and replaced all the major components 3 times. 2 Weeks after our warranty expired, they charged us $220 to replace more parts. 2 months later, it froze up again, and they said it would be several hundred to replace more parts since we missed the 60-day call back window by a few days. They said to either pay them to keep throwing parts at it (after 5 1/2 years of doing exactly that), or call Samsung and have them repair it. Exactly, CALL the OEM and not Brand Source repair if you want your appliance fixed right. Avoid Brand Source like a plague as it will cost you a lot of money with no resolution! Kevin M.
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March 2019 by Dash Stethem
The team at Brand Source did a great job on a somewhat technical plumbing job for a new laundry room. They were easy to communicate with and left the place spotless.
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March 2019 by Brian N.
Beware of damages to your house! Stay away from this company! A Brand Source technician came to my property to repair a refrigerator under warranty and ended up disconnecting the water line to the fridge, causing significant flooding of my basement. When Brand Source was contacted about the issue, they gave me numerous excuses about when their claims adjuster would be contacting me. Regardless, I filed a claims with my homeowners company, which mean I had to pay my insurance deductible) to get the issue resolved ASAP due to the extent of the damage ($4500 in damages). As of today (8 months after the issue occurred), Brand Source has not resolved the subrogation claim with my insurance company and has continued to give me various excuses. Even after numerous calls to Brand Source, they have refused to provide me with contact information for their claims adjusters. The only thing their customer service reps could supposedly do is "send a message" to the claims adjuster.
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October 2018 by Dan R.
I have an LG Dryer that I just purchased from Home Depot whose door swing direction needs to be changed. Brand Source Appliance Repair & Home Remodeling was one of the LG Service Centers on LG's list. (The deliver company would not touch the door swing change due to liability reasons and LG agreed to find an LG approved company.) LG farmed a work authorization to Brand Source Appliance Repair & Home Remodeling. I received a call today telling me that due to their Technician work load they are not accepting appliance calls of this nature. This nature? They only accept service calls if something is broken at this time. Never have I heard of an Appliance Repair business refuse service for something of this nature! You do want business, yes? Worst business model ever. "Hey, I [customer Joe Smith] need help with a door swing that LG says you are qualified to help with. Well, sorry we only accept bigger money jobs so that we can increase the bottom line. We truly do not offer help with LG appliances. We only offer help if your appliance is broken. You are not important enough to us." Due to this I will insist that LG remove your "LG Qualified Service Center" status removed!
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September 2018 by Jill H.
We were very pleased with Brand Source Appliance & Service Repair. Our brand new dishwasher was malfunctioning. We called and had a home service appointment in just a couple of days. James Laird was our Service Technician. He was able to diagnose and repair the problem quickly. It's evident he is an expert in his field. Thanks James! The Hoven's
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June 2018 by Shannon C.
I have decided to update my review as I now have more information. Brand Source refuses to fix my fridge. I called LG to get a more qualified tech out here to take a look, they also refused to help me. I finally decided to hire another tech on my own (you gotta have a fridge, right?). The new tech told me what I had already suspected; the compressor that was installed was a bad part. Had to pay the new tech $120 so I am now out nearly $1000 and I still have a fridge with a bad compressor. Shame on you Brand Source!
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July 2017 by Pepper T.
At $150+ for delivery and install of a dishwasher, this company sent an inexperienced young man, Zach A., who was incompetent and left me with a dishwasher sliding all around. He never secured the dishwasher! On top of it, it turned out that the dishwasher was damaged. Exchange took nearly a month and Brand Source sent the same guy to mess it up again. Took him over an hour to do the install and at first it appeared that it might actually be a decent install. Nope! The dishwasher is loose, sliding back and forth. I dread the phone call I have to make in order to have the dishwasher properly re-installed and here's why: During my last call with Brand Source, I spoke with an extremely rude Angelica who evidently does not concern herself with the way she represents this company, making disparaging comments and dismissing my request to speak with the manager Dakota Nelson. In fact, I've left at least TWO messages in order to connect with the manager and both requests fell on deaf ears. In addition, the installer failed to take all of my credit card information for the install fee and Brand Source ended up calling me and threatening me with collections unless I provided the missing information. Apparently, they didn't like that I didn't address this immediately when they called while I was working! I was left without a dishwasher for nearly a month and here I am dealing with a bad install issue for the second time, and Brand Source bullied ME into forking over information instantly or else. $750+ dishwasher plus $150+ install fee! No, thank you! I will take my business elsewhere and will spread the word to people to avoid this inept company. **UPDATE 7/14/17** Kudos and gratitude to Director of Operations at Appliance Factory & Mattress Kingdom who made things right for me on the same day that I lodged a complaint with Brand Source. I am impressed! Brand Source and Appliance Factory are trade partners, but it wasn't Brand Source who reached out to me, it was Appliance Factory, the store that relies on Brand Source to deliver good service to customers who spend money at Appliance Factory. Thumbs up for Appliance Factory management who cleaned up after Brand Source. Brand Source, shame on you.
