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Appliance repair
Review Highlights
“Vitaliy was very professional and got to the root cause of the issue with our JennAir oven very quickly.” in 14 reviews
“Tirso showed up precisely on time with a smile on his face and a friendly pet of my kitty's butt.” in 7 reviews
“This was a warranty call and Marco came to the house promptly and was polite and provided great information.” in 45 reviews
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About the Business
Business owner information
![Photo of Jacob A.](https://s3-media0.fl.yelpcdn.com/assets/srv0/yelp_styleguide/bf5ff8a79310/assets/img/default_avatars/user_medium_square.png)
Jacob A.
Our company has been serving the San Francisco, Marin County, Peninsula & Santa Clara Co. for over 25 years, providing premium in and out of warranty service. We repair all major brands, specializing in high-end appliances.We are factory trained and CFC certified to take care of all your appliance needs. With the ever changing appliance industry and newer models being sold, you want a company that stays on top and updated with the latest factory training to be able handle your appliance repair.All our appliance technicians are background screened and drug tested. Check our website for brands we service.
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Overall rating
445 reviews
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- John E.San Mateo, CA012Jul 8, 2024
I purchased a new Whirlpool refrigerator in March, 2024. It began making odd noises in the recent past, and when I called Whirlpool (warranty) they
referred me to Electric Express Appliance. I must say they were very efficient,
professional, and fixed the "issue" easily (I worked with Marco and Jacob,with
Donna as the receptionist). I recommend them without a doubt. Thank you,
Electric Express Appliance All's good because of you.!!!Helpful 0Thanks 0Love this 0Oh no 0 - Jason S.San Francisco, CA17612311May 11, 2024
RUN don't walk away from them.
I am not lying when I say that this company is reason enough to never buy Whirlpool in the Bay Area. Apparently they are the only service provider who can honor their warranties.
A little bizarre but okay. Whirlpool scheduled them to come out and help us. They lied to us not once, but twice about being unable to service our appliance. They told us that they didn't service our model. Whirlpool then rescheduled them and they told us the same.
We reached out to Whirlpool to figure out why they sent us to the same people and they said that they are in their database as being able to service this specific model so they shouldn't be saying that they can't. Whirlpool apparently had to have a conversation with them to tell them that they can't say that they don't service a model when they are registered as being able to do that.
Their customer service is abysmal. They never told us why they lied to us about it. They said "they had an explanation" but failed to show us. I don't care how good or bad their repair people are, a company to just straight out lie to you like that which resulted in us having a broken dryer (under warranty) for longer than we should have is just wrong.
Avoid this company at all costs. They are sketchy in their business practices.Helpful 0Thanks 0Love this 0Oh no 0Business owner information
Mira A.
May 14, 2024
Dear Jason S.,
Thank you for sharing your feedback with us.
We are sorry to hear about your experience.
Typically, we do not service commercial appliances, and we refrain from servicing models for which we have not received specific training. This is why we initially advised against servicing your appliance. However, we agreed to provide service at the manufacturer's special request.
We understand your further disappointment regarding the non-standard installation, and we regret that the installers were unable to assist in providing access.
Please accept our sincere apologies.
Sincerely,
Management - Pierre B.San Francisco, CA1263May 9, 2024
Paid $180 ahead of the technician first visit.
Technician came. Took two pictures. Left my house after 5 mn visit.
Got a call from his office saying that the part is no longer available.
I am back to square one now. I spent $190 for nothing (actually for a 5mn visit).
Be aware.Helpful 1Thanks 0Love this 0Oh no 0Business owner information
Mira A.
May 10, 2024
Dear Pierre B.
We regret to hear about your recent experience. In some instances, particularly with older appliances, the unavailability of certain parts is beyond our control, as manufacturers may discontinue them. Unfortunately, we are unable to predict when this might occur until we conduct a diagnostic assessment to determine the cause of the issue. It's worth noting that many parts are still accessible.
We acknowledge that diagnosis times can vary depending on the complexity of the problem and the technician's expertise and factory training. Rest assured, the technician assigned to your unit boasts over 20 years of experience in the field.
Regarding the service charge, we make it a point to inform customers prior to scheduling an appointment, either over the phone or via email, about our policy of charging for the trip and diagnostic assessment, with additional fees applicable for parts and labor. It's important to highlight that the service charge covers the cost of our technician's visit and the time spent researching necessary parts.
We understand your disappointment in being unable to repair the unit, but unfortunately, some factors are beyond our control. We appreciate your understanding and hope to have the opportunity to serve you better in the future.
Sincerely,
Management - Evan L.San Carlos, CA27Aug 26, 2024
Electric Express was called-in by our Dishwasher manufacturer to do a warranty serivce. They were great to work with on scheduling, and were able to diagnose the issue from a video I sent. Marco came to do the repair and was very friendly and knowledgeable. I'm hanging onto their business card for the next time we need service, outside the warranty period.
Helpful 0Thanks 0Love this 0Oh no 0 - Mark H.Merritt Island, FL622Nov 30, 2023
Had a technician charge $175 to clear codes and ended up cross threading my water inlet line, leading to significant damage. Zero acknowledgment of wrong doing by the management, zero ability to reconcile the issue, zero stars if I could. Save your money and trust a more reputable business.
Photos addedHelpful 0Thanks 0Love this 0Oh no 0Business owner information
Mira A.
Nov 30, 2023
Mr Mark H.
Technician arrived for the service and found a leak from the failed water line, the leak was prior the service and caused the floor damage. We have a signed invoice by you and waiver of damages that you had acknowledged. Sorry for your inconvenience.
Sincerely,
Management - Christian M.San Francisco, CA012Jun 27, 2024
An utterly horrendous and dishonest company! Negative stars! Avoid!!! I had Electric Express come out on a Whirlpool warrantee repair. They strung me out for 7 months over three separate site visits, - and parts ordered but not installed - until they knew my warrantee was running out. Then, even though they had the correct notes on their end about the issue (i.e. NOT user error), they reported that it was user error to the manufacturer. When I called them out on it they refused to put the correct information in the manufacturer service request ticket. Awful! Fortunately the manufacturer agreed to a 6 month extension but now I begin the process all over again to get the problem fixed.
Helpful 0Thanks 0Love this 0Oh no 0 - Michael C.Redwood City, CA011Jun 26, 2024
Same as others. 5 minute technician visit to say needs new control panel with display. I knew that before calling them. I had the exact model number available to them, but they had to have a $175 technician come out to do diagnostics, which were in total "unplug and plug back in" to see if dim display got fixed.
Oh well, being scammed is just a business now. Never again Whirlpool, never again.
And Electric Express Appliance customer service - don't leave a message telling me how sorry you are. It just makes you look worse. Own your scam.Helpful 0Thanks 0Love this 0Oh no 0Business owner information
Mira A.
Jun 27, 2024
Dear Michael C,
Thank you for your feedback.
Unfortunately, there’s no way for us to know exactly what is causing the problem without a proper diagnosis. Each appliance has hundreds of parts, and determining the failure can take anywhere from a few minutes to a couple of hours, depending on the issue. Our process relies heavily on experience, manufacturer training, and extensive knowledge.
Please note that we have been in business since 1996, and our technicians have between 15-35 years of experience.
Sincerely,
Management - L S.San Mateo, CA02114Aug 5, 2024
Not a fan. Found the tech to be very condescending. Won't be calling again. I am hoping Whirlpool will find another business to work with for warranties.
Helpful 0Thanks 0Love this 0Oh no 0 - Kashefa A.San Francisco, CA08May 25, 2024
The service level is very disappointing. The service technicians do not communicate well (English is not their first language) and thus provide conflicting information to customers during the service visit and then recant this communication on their final diagnosis while documenting their report.
Definitely a lot to be improved by the management at this service provider before it can be trusted again by customers and companies alike!
Do not use them unless you want to pay for terrible and inconsistent service!Helpful 0Thanks 0Love this 0Oh no 0Business owner information
Mira A.
May 31, 2024
Dear Kashefa A.,
Thank you for taking the time to share your feedback. We understand your disappointment regarding your refrigerator, especially since it is only 1.5 years old and no longer under warranty.
Our technician provided both a verbal and written estimate for the necessary repairs. We also followed up with emails and phone calls to ensure all details were clear. During the visit, our technician explained the situation and offered to complete the repairs immediately. However, we were informed not to proceed as you preferred to check with the manufacturer for warranty coverage.
We are sorry to learn about your experience and appreciate your understanding.
Sincerely,
Management - Dani L.South San Francisco, CA05Jul 17, 2024
I've worked with them twice for issues with our dishwasher that were under warranty. Eddie was extremely kind, helpful, and efficient both times.
Helpful 0Thanks 0Love this 0Oh no 0
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