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September 2021 by Nick Schreiber
I like how the company responds but as you can see blames me, which further goes to show my initial impression was not far off. As I stated this was not a review for any work but for my initial interaction with the company - which led to me not wanting to deal with this business. Maybe instead of worrying about me they should look at their intake process and why it left such a bad impression. I gave that a 1 star because that is what it was.
- The owner also goes on to say I only leave bad reviews (not true) and he will report me to google - ok. I leave reviews based on my personal experience. It is also worth noting that I will try a place multiple times before I would even think about leaving a negative review because I understand everyone has off days. If I have a bad experience I will just not leave a review and make it a point to go back at some point. If it consistently matches my experience then I will leave a review. Rarely would I consider leaving a negative review on just one visit (doesn't seem fair to me) unless it was so bad that I would never want to go back , or like in this case, where the interaction stopped any chance of me wanting to deal with the business any further.
What I didn't mention in the initial review was the lack of professionalism of the initial call. I thought I was calling someone's house and not a professional business. When I called the lady was clearly distracted, there was a lot of background noise and she was talking loudly with someone and went back n forth between me and whatever was going on. I started to ask my question and she asked me to hang on. She moved away from the phone (not put on hold so I heard everything) and was again talking loudly to someone else. Then all of a sudden there was music blasting in the phone - not hold sounding music, but loud music. She realized this as she came back to phone and tried to talk , said hang on and got the music to shut off so we can finally speak to each other.
I had a fairly simple question. I asked how much is a compressor for an LG refrigerator (had refrigerator model number and OEM part number) and what would labor be to install it? The cost of the part is the cost of the part - just look it up. I can so I am sure they can. Labor - if they have installed a compressor before then they can estimate how much labor is needed to install it. That was what I asked - how much is the part I am asking about, and about how much to install it.
I was told they could not provide that info with having a tech come out and that would require a service fee. (I think she said $79). I said I already know it is the compresor, I have all the model and part numbers so can I just get a ballpark estimate so I don't have to pay the service fee to have someone come out and tell me what I already know. She said no. They have to come out. So that right there tells me something is off and they really want to make sure they get the service fee or lock you in for a repair. If they have ever replaced an LG compressor than there is no reason they couldn't look up the cost of a replacement OEM compressor and estimated Labor based on how ever many jobs they have done before.
After talking to Sanford Appliance Repair, I called several other appliance repair shops and not one had an issue getting me the price of the compressor (or even acted like that was a problem) and estimated labor. A couple places told me they would not replace LG compressors - also good to know, and one told me to get a new refrigerator because LG compressors were junk.
So my experience with them was not great and I would never consider using them based on my interaction. The person working intake is the first impression with potential customers and maybe that is a process that needs some updating.
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November 2020 by Kathy G.
I heard a squealing noise coming from my dryer. I was given an appointment within 24 hours. I was told the repairman would call when he was on his way. I missed the call even though I was home. He did not leave a message or text. So, LON, the repair man arrived, 2 hours after the expected time. He diagnosed the problem quickly and solved it without any issue. He shared his entire life story with me. I felt sorry for him. He's had a terribly awful life and his demeanor reflects this. That said, he repaired the dryer ($168 for replacement of the idler pulley on a Maytag dryer). He was here for about 40 minutes.
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November 2020 by Dawn M.
The WORST CUSTOMER SERVICE AND THE CRANKIEST REPAIRMAN! He screamed at me and hung up after I started questioning him about his arrival time. He was due between 12-2:30 and at 3 I asked for the eta and at that point he was rude and defensive and eventually hung up on me. I called the office to alert them of his behavior and they wouldn't answer the phone. I won't be calling them ever again. Not one star a negative --1 star!!
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July 2020 by Dave G.
I rarely write reviews but Lon from Terry's was absolutely terrific. Our sub zero refrigerator was not cooling. We cleaned the unit and it looked like we had solved the problem. However a few days later we had the same problem and called. Lon came out the next day and discovered we were low on freon. When I asked how much, he said nothing. I could not believe that he said that a return call was covered. His charge for the first call was very reasonable compared to others I checked.
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December 2019 by Janee Hall
I needed service done and was told that he someone could come out in 2 days. I later received a phone call advising that they cannot help me with the repairs needed to be done, and did not even give a reason as to why.
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December 2019 by Ben Dooley
We had a particularly unique problem with our washer--no high spin. Even after I replaced all the various parts and circuit boards, still wouldn't work. So I called up Terry's Appliance. Rich came over to try to help and learned quickly that this was not a simple fix. He spent about 3 hours trying to diagnose the problem, going deep into the wiring, reinstalling everything I did (and confirming I had done it all correctly) and even accidentally frying our extra circuit board in the process.What impressed me the most was his absolute commitment to stay with it, to give his best service. I am a first time customer, not a long relationship, and he treated me like I was a loyal customer.When he was done, he had gone above and beyond in trying to diagnose and couldn't figure out the problem. He apologized and didn't even charge me for the service call.But what blew me away was that he reimbursed me for the circuit board that got fried. This man lost 3 hours of work time, didn't make a dime and LOSE $200 in one afternoon.It was an example of HIGH INTEGRITY that knocked me over.NOW, here's the kick. The next day I had to do some basic laundry and I was just going to have to wring them out by hand until the Super Duper Frigidaire repair man came. And dang it, the high spin was working!!!!In all the intricate and detailed testing and working the wiring and all that work that Rich did, he had actually fixed it. (The reason why it didn't work on his final test was I had removed a switch that wasn't on the new circuit board. but that's another long story. The bottom line is he did repair it AND is also a man with solid INTEGRITY.(So I'm sending him a check for his service, of course).The next appliance that breaks down in our home, Rich at Terry's Appliance is getting a call immediately. You should do that too.
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December 2019 by Anna Krol
I have used Terry’s services for almost 10 years. He always provided a reliable service and cost effective too.
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September 2017 by Katie Tomei
Quick response, very reasonable prices, fixes what's needed and doesn't add on charges/extra unnecessary "repairs". I've had him fix 3 different appliances over the past year- he's great!!
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September 2017 by bill kuhl
Rich is reliable, fair and does terrific work. We have used him for over 5 years and would highly recommend him. He only fixes what needs fixing and will not overcharge or oversell you.
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September 2016 by Josephine Bastianoni
I was very pleased with the service: prompt in calling me back and arrived on time. Quickly diagnosed problem with my dryer, gave me the cost and did the repair. Very pleased.
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September 2016 by Todd Benson
Let me start with, I'd be concerned - unfortunately too late in our case - true, our KitchenAid builtin Oven/Microwave combination was 14 years old - called in Rich Olsen, the actual Terry of Terry's Appliance Repair - he claimed he was familiar and capable of finding the problem - we demonstrated what was working and what was not and again, he said no problem - took the unit out of the wall - discovered that yes, the heating tube of the microwave needed replacement, unfortunately what we didn't want was that in his taking apart the unit, in the manner which he performed the investigation, the control panel and the key pad assemblies were drastically disturbed. Now these parts of the oven/microwave ceased to function and the oven which worked no longer did - Bill explained he needed parts and would visit the supply store in the AM and get back to finish up the job - well here's the start of the rub - the parts - are no longer in stock or available - ANYWHERE - the parts which worked, got damaged in trying to get to the other part, the heating unit - ultimately, from a repair of a unit which should have been possible, turns into a call to ABT and the purchase of a new unit - we might not have been put into this position if the serviceman had a better grip on the repair and how to properly get them accomplished. I'm sure that this service company might be able to perform certain repairs, but this episode was over their zone and we are now out of luck - so I write this and suggest that even though we asked questions, there are never enough questions - luck of the draw - well at least I'll have ABT install the new unit and they cart away the old unit - say no more!
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September 2015 by Nicole Wilhelms
My refrigerator was not cooling and I checked the Chicago Consumer Checkbook for a repair company in my area. Terry's was listed as having a good price and service. However, I was disappointed with their customer service. Rich was supposed to come between 1-3. He didn't call me until 3:15 to say that he was running late. I also called their office two times and left a message. I never received a call back. His excuse was that he lost track of time at his other job. As to why no one answered the phone, he said that his wife was at a card game and his son goes to another job. That's poor business etiquette.
I asked him to give me a 5% discount for the inconvenience since I had to take time off of work. He said that he wouldn't do it. When you don't show up to a job at the expected time and are full of excuses about why no one answered the phone at your office, then you should do something as a curtesy to your client. I wound't use this service again.
