Anyone have any experience with them?

I just had a very adversarial conversation with the scheduler. My fridge hasn't been cooling properly for a few weeks. I contacted Kitchen Aid and they scheduled me with Paul's.

This isn't my first go round with them, so I was immediately suspect about what to expect.

My appointment was scheduled for Friday, between 10 AM - 3 PM. I was told I'd receive a confirmation call the day prior. No call on Thrs, and the call came at 3:09 PM on Friday which I missed. It was one of their repair men and he said he was on his way. Next voicemail at 4:15 PM saying he was looking for the house. I was not home! I had received no confirmation call and had been sitting and waiting all morning.

The guy left a "Sorry we missed you" note on my door and to contact the office to re-schedule. I called them 6 times yesterday, with no answer. Called twice this morning with no answer. I finally call the service guy because I had him on caller ID. Magically they answer his call and he passed the message for me and I just got the call referenced above.

She rescheduled me for first available on Saturday. I kindly reminded her I've been waiting a while and brought up Friday. She immediately fired back and said "we don't do confirmation calls the day prior. And I called you on Friday multiple times."

I kindly reminded her the first call didn't come to me until AFTER the scheduled visit block previously arranged. She began to argue with me about calling me. I have an iphone like 100 million other people and it logs call history and voicemails. Nothing from them until 3:09.

I asked why she was arguing with me, and she said "you brought it up." Unbelievable. I figured it was a good time to remind her that my washing machine that they were supposed to fix last year was still leaking and asked why they can't return calls. She said their message service has been down for 3-4 weeks. I said, nice try, but I have been calling for 3-4 months. She said she was ending the call because it was obvious I just wanted to argue. WRONG - I want you to do what you say you will and have some semblance of professionalism!!!

I hope they fix my fridge, but the lady making calls is something else, and I hope I never have to deal with them again. Some quick google searches show me I'm not the only one to have run-ins with likely the same gal.....

https://www.facebook.com/pages/Pauls-Appliance-Service/153993361306637

http://www.yelp.com/biz/pauls-appliance-service-bryan

http://www.yellowpages.com/bryan-tx/mip/pauls-appliance-repair-250499

--RANT OVER--

Can you use Buddy's? They are very nice.

Dubi - I had to work through the vendor for warranty. Buddy's apparently doesn't do this brand or something, because they "sent the service call back" to the vendor, who then told me my only other option was Paul's.

Lived here 25 years and never even heard of them.

I believe Paul's is a franchise.
I got the 'sorry we missed you call' without ever being called.

I had Buddy's come out the next day and fix my problem.

Tell your warranty provider of the troubles and ask for a different service provider. We had to do this before when a company never came back to install a part under warranty after repeated calls over several months. The service provider (a plumber since it was a gas stove issue) would not return my calls. The warranty company sent a new company and fixed it within a week.

Magically, the original plumber called a month later wondering what happened since they were now stuck with a part that no one would pay for. How in the world do places like that stay in business?

Unfortunately I had the unpleasant experience of dealing w/them because of my home warranty. I would never use them again!

I would have Buddy's out if they serviced Kitchen Aid. Unfortunately, buddy's and Paul's are the only two service providers that kitchen aid show in B/CS. I spoke to Buddy's direct, they can't/won't do the work. Stuck with Paul's for now.

I would NEVER use Buddies!! Years ago, my moms dryer quit getting hot. She had them come out to diagnose the problem. Repair man said it was the circuit board. She would have to buy a new dryer. He quickly started showing her the newest greatest models that Buddies carries! She couldn't decide. He left, waiting for her to call him with which new dryer she decided on. She called me. I went over, diagnosed the problem and changed out the actual heating element! Which I bought at the Sears shop over behind the mall. They had the part in stock. Problem solved! Hundreds of $$$ saved for an older lady! MY MOM! So Buddies can kiss my keester and suck eggs! They are liars and cheats! Every single time I get a chance, I WILL tear Buddie's a new one! OH...and before you ask...YES...my mom did call Buddies to complain! She was told "Buddy" himself would call her back "shortly"! He never did! She dropped it. I Won't!!

Never heard of Paul's. We buy our appliances from Buddy's. Haven't had a problem yet.

Never had a problem with Buddy's. The only time they've ever tried to sell me a new appliance was when the old one was truly beyond repair. Had a washing machine that basically flew apart after 15 years. Repairing it was technically possible, but with parts and labor, would have cost more than a new one. When I've had to buy other new appliances, they've all come from Buddies and never once did they try to pressure me into buying something I didn't want/need. I did my research ahead of time so I knew what model I wanted to get, went in, and ordered it. On a couple, Buddy's was cheaper or the same cost as Lowes, Sears, or Home Depot and I had verified this before actually going in to order it.

No matter what, it is always possible to find at least one person who will tear a company apart because they had a bad experience.

As for Paul's, never dealt with them so can't say what kind of service they provide.

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No matter what, it is always possible to find at least one person who will tear a company apart because they had a bad experience.

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Well said.

You could almost be describing my situation with them. Even the store where I bought my refrigerator couldn't handle dealing with them anymore and ended up coming and picking up our 7 month old refrigerator and delivering us a brand new replacement. It was a horrible experience with them and the worst Customer Service I have even encountered and endured.

What store? Seems like they went above & beyond for you. Please share.

We just had our HE Washer fixed by Aggieland Appliance Repair. Super professional and fair priced!

Lowe's in Bryan and they truly did go above and beyond. The experience and service with Lowe's was awesome.

A very strong +1 for Aggieland Appliance. I just don't consider anyone else now.

I will call Kitchen Aid tomorrow reference Aggieland.

Agree that there's always one with a complaint, but as you can see from the links in my first post, the communication I experienced this morning wasn't an isolated incident.

And like I said, my washing machine (mind you I'm in a 2 y/o home and we bought all new appliances on move in) that Paul's was sent to fix is still leaking. The guy that actually came by the house was pleasant enough, but misdiagnosed my washing machine and eventually gave up when the two parts he replaced didn't fix the problem. Paul's answer to that was stop returning my phone calls...

Unfortunately, my fridge is now acting up and Paul's is again the service provider. Bad luck with appliances...

After a terrible experience with LG repairs, I started checking who does the repairs in town before I even look at an appliance. Paul's seems to have a lot of the more difficult to repair warranty contracts.

I've found the BBB to be a powerful motivator.

Echo the thoughts on Aggieland Appliance. Fast, professional and very good to work with.

I spoke to AJ at Aggieland Appliance. Very courteous. He said he did not do warranty work, as the juice wasn't worth the squeeze.

He still talked me through a couple things to check on. Unfortunately his troubleshooting didn't fix it. I told him if whatever was wrong isn't covered under the warranty that I will call him back as I am not spending $$ with Paul's. He said I'm not the first...

Needed someone to take a look at my washing machine. Called Buddy's and the lady told me it was $90 to come to my house. I assumed this would be applied to any work performed if any and when I asked, the lady said no. She seemed put off by my question and actually asked me if I wanted to call around. I expected to pay in the neighborhood of $100-200 for any repair but to spend $90 for a truck to drive to my house and then charge me for the repair??? No thanks.

I trust Buddy's.

I still say call the warranty company and ask for a different service provider. They'll either up the juice and find a new service provider here or send one from Houston. Both have happened to me before

And when they say they will send D3S out from Tomball tell them to try again. Unfortunately manufactures and extended warranty companies pay nothing so you get the bottom of the barrel. After having my refrigerator dead for35 days D3S finally showed up with the parts. Installed them and destroyed the new evaporator closing up the panel(which was not bad until they hacked the old one in half removing it). Rushed out saying they would get the parts ordered that day and be back ASAP. Called Monday (4 days later) and the office knew nothing of the damage and need for new parts. They said would be out on Wednesday. Asked Lowes to check and they called back on Tuesday and said they would be out on Friday (instead of Wednesday they promised). Called D3S and they refused to answer my calls (had others call from other numbers to verify they were ducking my calls). When they did not show on Wednesday I called Lowes and they agreed to replace the refrigerator. Called D3S on Thursday and they answered and were mad I had called Lowes. Broke it to them that Lowes was replacing the unit and don't bother with me any more. Only 45 days without refrigerator. And the initial delay was because parts were not available but checked with FSP in Houston and all the parts they replaced are stock items and were available the whole time.

any of you ranting customer service experts ever consider that they might not want your business? i mean with all your "kindly reminding" about how incredibly busy and important you are? so paul's is horrible. and buddy's is horrible too. riiigght. they're all horrible - got it. $90 just to come to your house? i mean it should be free! or paid for by someone else anyway.

oh and aggieland appliance is awesome! +1s all around. buuuut they don't do warranty work - no money in it. funny stuff. approaching the fence repair thread in hilarity.

I guess I'm just lucky. I've had great experiences with Buddy's and definitely acceptable experiences with Paul's (recent LG Refrigerator warranty work). The only other appliance repair work I've ever had done was Thomas Moore, which was a whole other level of great service accompanied by quite entertaining conversation.

Mr. Moore once came to repair my old washing machine...it required a part to be ordered (I don't recall which part) and would take 2-3 days to get it. He went back to his house and robbed the part off his wife's washing machine and put it on mine to keep me going until the new part arrived. As promised, he returned with the new part and retrieved his wife's in a few days.

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any of you ranting customer service experts ever consider that they might not want your business? i mean with all your "kindly reminding" about how incredibly busy and important you are? so paul's is horrible. and buddy's is horrible too. riiigght. they're all horrible - got it. $90 just to come to your house? i mean it should be free! or paid for by someone else anyway.

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Thanks for your comments.

I'm a small business owner in the service industry. So, yea, I like to think I know a thing or two about customer service. I also know a good experience from a bad one. Furthermore, this looked like an appropriate venue to share that experience.

I saw one complaint about Buddy's in this thread. I can't comment on that as I've never dealt with them. However, there are plenty of data points about negative experiences with Paul's. I even posted some links of similar negative feedback in the event someone like you show up and accuse me of bashing.

But hey, how dare the consumer share their opinions about for profit services. The audacity we all have....

GTFO...

oh you're in customer service too? i can definitely tell by your professional comments. care to spell out 'GTFO' for me? as for the free speech bit you can post whatever you want but don't get offended when someone else does the same.

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oh you're in customer service too? i can definitely tell by your professional comments. care to spell out 'GTFO' for me? as for the free speech bit you can post whatever you want but don't get offended when someone else does the same.

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Are you butthurt, Paul? Because it sounds like you are butthurt.

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oh you're in customer service too? i can definitely tell by your professional comments. care to spell out 'GTFO' for me? as for the free speech bit you can post whatever you want but don't get offended when someone else does the same.

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I fail to see the correlation between my first post and your commentary.

And I'm not hiding behind 1A, so again, confused about how you draw conclusions. Just seems like you popped in to stir the pot, insult some folks, and add no value to the thread (which could have been your positive experience, or otherwise).

G = Get T = The F = F*** O = Out

That make it more clear?

predictable response from carpe - the resident expert in all matters mybcs. hey maybe SARATOGA can join in as well! (sigh) no i don't know paul or buddy or really anyone in the appliance service industry so it'd be hard for me to get "butthurt" over that.

thanks RGR. your professionalism is shining through. i'm sure you're a beacon of service for your industry.