Review Highlights
“I requested a repair visit on a Sunday through email and Mark was able to make it to my place that Tuesday.” in 23 reviews
“It was very easy working with Paul and he was able to get a technician out to us in Vallejo the same week.” in 20 reviews
“I called EMRS and made an appointment to have them come to my house and service my machine.” in 3 reviews
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*On In-Stock orders $499 & above, placed before 2PM (Monday thru Friday). Subject to availability of delivery slots. Not available at our Roseville showroom. See associates for more details.read morein Appliances
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About the Business
San Francisco's Only Espresso Machine Repair Shop! We send techs out to repair your machine on site; commercial or residential. We also sell new machines and provide service contracts for offices, cafes, and restaurants.
Ask the Community
Q:
Do you repair Nespresso Gran Maestria?
A:
Hi Kevin, Thank you for reaching out to us. We unfortunately don't service Nespresso.
Paul A., Business OwnerQ:
Do you work on Decent machines?
A:
Hi Dan, Thanks for reaching out to us. As far as I understand it, Decent only repairs machines themselves or provides their customers with instructions on performing… more
Paul A., Business Owner
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Overall rating
60 reviews
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1 star
- Rod D.Fremont, United States57142Aug 16, 2024
Excellence from start to finish!! Pricing was comparable to other options in the area but I didn't have to lug my machine in, they came to me!! Mark was professional and clear repairing our Jura (Which is part of the family at this point) ! He explained what was wrong, what he did to fix it and even showed me things about my machine I didn't know. I realized later I had another question and Paul quickly responded with all the answers!! Service, quality, and timeliness all exceeded expectations!!
Helpful 0Thanks 0Love this 0Oh no 0 - Aug 29, 2024
We had this service assess our machine last year. We paid for the tech to come to our house and give us an estimate and the list of the issues. We decided to fix our machine and have them order the parts. After over a month of me chasing them, they responded that they could not source the pieces as they were out of stock with the manufacturing company. This continued for months. One year later: I took the machine to another espresso service repair shop and they will have my machine fixed in 2-3 weeks.
Helpful 0Thanks 0Love this 0Oh no 0 - Feb 12, 2024
Turns out the dual boiler that I received was actually broken so I had to look for a professional to fix it. Mark came over to my house and was very thorough with trying to find the issues with my machine. Even tho he wasn't able to fix it, he gave me his honest opinion that it was too costly and not worth to fix it. They also didn't charge me for the visit. I really appreciate the honesty, I would definitely come back if I have any future espresso machine issues! I heard that they have latte/espresso classes available too, I'm interested in checking them out :)
Helpful 0Thanks 0Love this 0Oh no 0 - Glenn O.San Francisco, United States6551Jan 15, 2024Updated review
This is my second experience with EMRP, the first being well over a year agp. Water had starting leaking into the wand when steaming milk, and since that's half the fun of the using machine, that needed to be fixed. Mark was out quickly, and thankfully it wasn't operator error. The sensor that limits the amount water going into the boiler had failed, and needed to be replaced. Mine is a single boiler machine so there needs to be head room in the tank to create steam for the wand. I know that because Mark took the time to explain what was going on with the machine, explained what he was doing to fix it, tested the repair for me and gave me some great tips on using and trouble shooting the machine. Smart, pleasant, professional and very efficient; what's not to like! Thanks again Mark!
Helpful 0Thanks 0Love this 0Oh no 1Jul 19, 2022Previous reviewI sent an email a little after noon on a Thursday and by 2 I had an appointment booked for the following Monday. I had just inherited the machine and just knew it was Italian, beautiful, heavy and didn't seem to work. Paul showed up on time, he was cordial and very informative. Not only did he repair it, (replaced the heating element and performed some basic maintenance) but he took the time to give me detailed instruction on how to use it. It works perfectly and I'm getting better and better at the art of coffee making. Then he sent an email a few days letter to follow up and see if I had any issues or questions, and let me know that if something came up later I shouldn't hesitate to call. These guys are going to be my go to for this machine and any others i acquire in the future! Thanks Paul!The
- Irma A.San Jose, United States10713May 18, 2023Updated review
Update: It's nice to get a response from Paul after posting my review here over a month ago. I am sure Margaret also appreciates your response to her review even if it took you over a month and half to reply to her. It would be nice to have you reply to our work emails and calls about coming back and taking care of a service the company paid over 1K for already.
For a business to publicly call their unsatisfied customers "malicious and hateful," is just wrong and unprofessional. Margaret's review was focused on your companies lack to fixing the issue she hired and paid you for. But instead, you insult and point out that the expresso machine we called you for is "old and of age." If this was the case, your tech could have easily noted that and left, easy, short visit, no strings attached.
My review was based on the lack of professionalism from the gecko: from showing up 1hr late without a notice, to the disruption your tech caused me during my worktime because of the multiple trips he had to take during his visit, to his attitude. I never had him wait more than a couple minutes, so you accusing me of having him wait more than 15 minutes because I was "socializing" is without reason and mistaken assumption from your end.
Like the OTHER 1 star reviewers have said, these guys continue to lie about the interactions with their paid customers. They are unprofessional and should be avoided at all costs.
PS Paul - next time, take a bit more pride in your work, in what your company stands for, and what your dissatisfied clients have to say. Copying and Pasting your reply to a review is pathetic and looks wrong on all levels.Helpful 1Thanks 0Love this 0Oh no 1Business owner information
Paul A.
May 15, 2023
For all of those tuning in, we have two 1 star reviews left by coworkers Irma and Margaret. Margaret made the appointment and Irma was present for the appointment. Two people making 1 star reviews for the same service, especially when one of them wasn’t present, is just malicious and hateful.
Thank you for showing these time stamps for our technicians phone calls. It is clear you left them waiting outside for periods of 15 minutes or more.
1. You refused to take the time to escort our technician to the lobby door when they needed parts and your building has no security, meaning our technician get locked out of the building everytime they exited and then need to call you to come out to get them. Each time they would call it would take 15 or more for you to let them back into the building. This was not due to meetings, but socializing. This added up to over an hour of waiting outside. This was not due to meetings, but socializing.
2. Anyone who has an espresso machine as old as yours knows/understands, as our tech explained to you, that repairs can take longer than expected. Yes, the repair took a few hours instead of one, and required multiple trips to the vehicle for parts. But you really consider this unreasonable for a machine of its age? You really expect our technician to carry every single part and tool in one load?
3. I did acknowledge that our technician was frustrated with being treated so disrespectfully, but they were not rude.
4. Your steam wand has more pressure now because the steam tips were clogged and our technician cleaned them.
What’s unreasonable is your lack of prioritization in assisting our technician to do the job you hired them to do. Instead of simply escorting them to and from the building, or even letting them back in a timely manner, you instead ignored them and made them a last priority. Rude behavior from an office manager to their hired vendor.
We had explained as much in our messages, but instead of agreeing for better communication and respect for our technicians time, we receieved emails ranting for 700+ words. A red flag for a customer that cannot or will not be satisfied. A red flag confirmed with these two retalitory 1 star reviews.Apr 17, 2023Previous reviewPLEASE READ!!! Avoid Paul and his business at all costs as they are extremely unprofessional and unreliable.
My coworker hired Paul to service our work espresso machine over a month ago. Paul reached back pretty quick and set up a tech evaluation & possible repair that same week at 2pm. Unfortunately, my coworker could not be there, so she asked me to be the point of contact as I was in the office that day. Paul's tech showed up 53 mins late to the appointment. My coworker didn't have a missed call, nor a text/email that stated he was running late. Neither did I. When he finally showed up, I met him in the lobby, walked him personally to the espresso room and sat with my work laptop in the room while he performed the initial evaluation for repairs, which took around an hour. Once the tech found a solution to our expresso machine, I called my coworker to let her know about his findings, the cost to repair and how long it would take him to repair. The tech said it would take an hour, so he would have finished by 5pm that evening. At one point, I needed to step away and attend prior scheduled meetings but told the tech to call my cell phone if he needed anything.
Our company has locked doors for security reasons and employees are not allowed to let anyone in without a proper escort. Paul's tech had to step out to his vehicle numerous times, often, back-to-back and within minutes apart (see call log picture here). He called me to escort him at 4:00, 4:06, 4:21, 5:01, 5:16, & 5:28pm. I had to step out of my work meetings 3 different times to escort him and missed a lot of what was discussed. Often, the tech did not call me to let me know when he was stepping out but did call when he was already waiting in the lobby. I can tell the tech was frustrated because it took me more than a few minutes to get to him, but I did tell him I sat on the far end of the 3rd floor, so it probably takes 3-4 mins to go from my desk to the elevator lobby, and down to the front lobby, which I am sure felt like 10 mins or more as he was already frustrated with the locked doors. The tech attempted to follow people into the building while I was in transit to get him from the lobby and was stopped by company employees who did not know who he was. Employees were simply following company security policy. He also asked me to get him a badge to facilitate his entrance into the building, but that is not an option at this company. With our security locks, I am not sure what he was expecting to happen as I needed to perform my job and attend meetings and could not stay with him and go back and forth for 4 hours! This could have been easily avoided if he had a cart with his needed tools and parts. Don't most repair techs already do this?
My workday ends at 5pm, and Paul's tech was still not done with his repair. I knew of the urgency and priority to getting the expresso machine fixed for the team and offered to stay overtime until 6pm, but I was not going to stay past 6pm as I have a long commute to the valley. I informed the tech about my hard stop and asked him to reschedule with my coworker if he knew he would not be done in time. The tech literally finished 5 mins prior to 6pm. I can tell the tech was extremely frustrated with me the whole time because of our company's security policy, and because he was stopped numerous times at the door for trying to breach into our secured door. I can tell he was also upset because he thought I was taking too long to get to pick him up from our lobby. The tech was not understanding that I still had a job to complete, that HE was almost an hour late to the set time, and that after nearly 4hrs of work, he still didn't complete the issue with our machine but told me that it was fixed and ready to be used.
I called my coworker immediately after he left, and she took care of the invoice. I also told her of the unpleasant tech behavior and said she would follow up with Paul. She did, and to our surprise, Paul was very defensive and distraught to hear about my interaction with his tech. Paul never apologized that his tech was a whole hour late but did acknowledge that his tech was frustrated with me through an email he sent my coworker. Per Paul's email, I was to be blamed for not escorting his tech numerous times in whatever they thought was "a timely manner." They said I was giving him attitude when I finally showed up to the lobby. To make matters worse, Paul's tech didn't complete the repair. Our expresso machine still has a persistent leak and the milk pressure/frothier continues to be an issue. Paul did reply to my coworker and told her it was probably a user issue. They did offer to send someone back to show us how to "properly use our own espresso machine."
It has been over a month ow, and Paul has not returned her numerous emails and/or calls, nor replied to her 1-star review here as well. Clearly, this is a representation of his lack of customer service skills, and unprofessionalism. - Mark F.San Francisco, United States187234Aug 28, 2023
I have a Jura superautomatic espresso machine that is unfortunately higher maintenance than I'd like. In the past when it acted up I had to take it all the way down to San Jose (from SF), to a service center there. Further, it was never serviced while I waited, requiring a return visit.
SF Espresso made it out within a week of a service request, came to my home and addressed the issue in one quick service visit!
Minus one star because you definitely pay for the excellent service! There is a fixed fee per machine (not per service visit), so while I was hoping to address an intermittent issue on a second coffee machine I owned, I decided to hold off and save some coin.Helpful 0Thanks 0Love this 0Oh no 1 - P S.San Francisco, United States054Jun 5, 2024Updated review
EMRS provides outstanding service. It is difficult to find competent technicians for consumer machines, such as the La Pavoni Professional, so I feel very lucky to have found this company. It provides prompt, excellent support, and the fact that service is done at your home means minimal down time. Moreover, Mark (the technician) is very courteous, professional, thoughtful, and respectful of your property.
Helpful 0Thanks 0Love this 0Oh no 0Jan 26, 2022Previous reviewI have a 22 year old La Pavoni Professional, and I had been encountering problems getting it serviced properly. Fortunately, I discovered EMRS and was able to set up a convenient appointment with Paul. I was reassured by his knowledge about this machine. His technician was meticulous, and did an outstanding job of addressing my concerns, as well as providing preventative maintenance. As a result, my machine works more smoothly than it has in many years. In short, the service was outstanding.
- Michael R.San Jose, United States4428Feb 12, 2024
Expresso Machine Service was wonderful to work with ! Mark the service person did a great job. He was on time, friendly and professional. He had the part needed with him and did an awesome job! I highly recommend the company and especially Mark! Can't wait for a cup of coffee tomorrow morning!
Helpful 0Thanks 0Love this 0Oh no 0 - Margaret A.Milpitas, United States04712Aug 7, 2023Updated review
Update: I had a different company come to fix the leak that was left in the machine by this technician. Turns out he left more problems than that. Feedback from what the technician had to fix today:
1) Backflush hose wasn't securely plugged and clamped by the previous tech, so all the backflushed water came out of it and was leaking all over
2) Drain pan wasn't seated properly, overflow if too much water
3) Left milk wand knot's internal was replaced, now it's not just on and off. It will gradually release steam
4) Replaced espresso dispenser, it was dirty and small holes were plugged
Especially If you have a Faema machine - don't let this company send you their so-called "Faema expert".Helpful 0Thanks 0Love this 0Oh no 0Business owner information
Paul A.
May 15, 2023
Margaret,
1. You refused to take the time to escort our technician to the lobby door when they needed parts and your building has no security, meaning our technician get locked out of the building everytime they exited and then need to call you to come out to get them. Each time they would call it would take 15 or more for you to let them back into the building. This was not due to meetings, but socializing. This added up to over an hour of waiting outside.
2. I did acknowledge that our technician was frustrated with being treated so disrespectfully, but they were never rude. It is perfectly acceptable and appropriate for our technician to say that it is frustrating being left outside for so long. There was nothing for us to apologize for.
3. Your steam wand has more pressure now because the steam tips were clogged and our technician cleaned them.
Your lack of prioritization in assisting our technician to do the job you hired them to do is unreasonable. Instead of simply escorting them to and from the building, or even letting them back in a timely manner, you instead ignored them and made them a last priority. Rude behavior from an office manager to their hired vendor.
We had explained as much in our messages and were happy to send our tech back out, but instead of agreeing for better communication and respect for our technicians time, we receieved emails ranting for 700+ words. A red flag for a customer that cannot or will not be satisfied. A red flag confirmed with this retalitory 1 star review.Apr 3, 2023Previous reviewI have paid $1,100, have a broken machine, and cannot get a response.
Their work is NOT GUARANTEED. Tech came out, was easily frustrated and rude due to the security/locks at our corporate company, and left the machine with a leak and pressure that is so strong the milk blows out of the cup.
When I asked if a different tech could come out to complete the job due to the negative experience (that was already paid for), Paul, instead of apologizing for our experience, attempted to blame everything on my coworker. When I responded with our side of what happened and asked that they come finish the job, they refused to respond to several emails/calls.
Wish I would have read the other 1-star reviews, as this appears to be there M.O.
Very immature owner and staff. Unbelievably unprofessional. - Tobi K.San Francisco, United States1546Aug 7, 2023
Great service! The tech rebuilt the steam valve and E61 group on my ECM machine and both work like new again. Also gave me recommendations for how to maintain the machine properly so it lasts as long as possible.
Helpful 0Thanks 0Love this 0Oh no 0
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