This is in response to Tina's complaint below: We have repeatedly attempted to make contact with Tina regarding your complaint. While it seems we have wronged the customer, let us explain the series of events from our side. First, let it be known that this appliance is not located at a residential location but at Blue Ridge Pediatrics. First year warranties are significantly different when the appliance is located at a business as they are used more often than they would be in a home. Also, unlike the sixty-day cosmetic warranty that comes with residential appliances, businesses like Blue Ridge Pediatrics have no cosmetic warranty and unfortunately, this is where the issue lies with Tina's complaint. At that time, since we ourselves were not aware of the policy with business appliances, we treated it just as we would with a residential appliance and ordered the part to repair. Once we found it was rejected due to the no-cosmetic policy, we did ask the customer politely to render payment for services provided and in-turn, they wrote the complaint below. The interesting reality of this complaint is that Tina, who works for Blue Ridge Pediatrics, reposts the complaint below quite frequently while this incident happened in January 2015. We here at Hopkins try to provide the best customer service possible both in the office and in the field. As stated earlier, we have called Blue Ridge Pediatrics to speak with the owner(s) only to be stopped by Ms. Tina, who will not allow us to speak with her superiors. We are honestly trying to discuss this matter in a professional manner but as seen, we simply cannot. We are not interested in getting payment for this service call but we are interested in getting this matter resolved.
7151 Okelly Chapel Road #333Cary, NC 27519
From Business: The Washer and Dryer Guy is the Triangles best choice for honest, reliable and on time appliance repair. Specializing exclusively on Washer and Dryer repair. Loca…
We had a water leak on the water line in the back of our refrigerator. Mr Tim Dupree has repaired the water leak one time, and we paid him the first time. But it leaked again after some time. We asked Mr Dupree to come back to fix it the second time, and he made us paid him the second time. But now it is leaking again. I've called him to see if he can fix it again, but he refused and hung up on me. This is very disappointing and very bad service.
This post is to Mr. George below. I am an office assistant for Hopkins Appliances. I do apologize for the miscommunication we had earlier on the phone. Our owners work very hard to treat each customer like family and each home as if it was their home. With that said, they are also full time technicians that are constantly in the field repairing appliances. This is what I communicated on the phone to Mr. George along with sending his phone number to the owner to call him. Ask any other customer who requests this and they will say they were always called back once there was time, normally after business hours. Regarding the Paul comments:Paul is a top notch new(er) technician who is new to the company but an expert in appliance repair. The reason Paul did not need long to diagnose this issue was that he has seen it countless times. Regarding the $75 issue:The estimate for the repair includes the $75 fee. Since we do not want to over charge our customers, that fee is waived. For instance, the repair was estimated at $516 yet the quote we gave the customer was $441. Regarding the appliance:Paul observed the ice making modules were bare, which means no ice was being made. The ice tray was on its side. Once ice is made, it dumps on the tray which then goes on to the modules which slices the sheet of ice into cubes. Therefore, it needed an ice tray, a motor to turn the ice tray, it needs the water valve to fill up the ice tray, and thermister communicates to the modules to melt the ice. Obviously, these are several parts that added up to the amount of $441 which includes labor. Paul has attempted reach out and left voice mails for Mr. George's wife but she did not get a returned call. As for the phone call we had earlier:We were accused of being thieves and liars along with some colorful language. We are professionals and we try to treat our customers as such. Once Mr. George used crude language accompanied by his insulting comments, the owners have decided to advise Mr. George to seek another appliance company for repair. Once again, we apologize that it came to this but we are a reputable company that tries effortlessly to provide great customer service both in the office and in the field.
GOOD SERVICE. CAME OUT IN A TIMELY MANNER AND COULD NOT BE HAPPIER WITH SERVICE. RECOMMENDING THESE GUYS TO MY FRIENDS
Terrible. Avoid at all costs. Do not hire these people!If they tell you the trip fee will be included in your final bill, DO NOT BELIEVE THEM.Details below...--Our story begins over a month ago when we hired Hopkins Appliance Service of Raleigh to because our ice maker wasn't working. When the service tech, Paul, arrived he looked at our ice maker for 5 minutes, declared my ice maker needed to be completely replaced, and left promising an estimate. He didn't even bother to take it apart or even examine the fridge at all. He just pulled the ice drawer out, said a switch was out of position, and declared the whole unit would need to be completely replaced. He then called the home office, declared that the person at the home office didn't know what they were talking about, and he would have to go back and "check something" before he could give us a quote. He then left, promising to call back with a quote. Before he left he also charged us a $75 trip fee, and promised that the trip fee would be applied to the final bill. We believed him, and left cordially. Well, he never called back. After weeks of getting no response from Paul, despite leaving messages with the main office, he finally called back with a quote: "about $400".My wife asked for an estimate with an actual cost, and he grudgingly said he'd call back the next day. He did, and now the bill was $441. We asked for a written estimate (to get a quote from another vendor), and the best we could get from him was a promise to take a photo of his own handwritten estimate and send that. We're still waiting.To add insult to injury, he is now saying the $75 fee we already paid will not count towards the bill at all. This is after he told my wife it would, and then confirmed with me to my face that the trip fee would be applied to the bill before I paid. He now denies this ever happened. Calling the office is the same story. Jacob the assistant answered, and said he has no idea what we are talking about, but that Paul is new. It sounds like they've had trouble with Paul before. He confirmed they would not honor the agreement to apply the trip fee to the bill, and told me to take my business elsewhere!When I Jacob asked to speak with the owner, he said that might be possible but he couldn't promise anything, and again said that I should take my business elsewhere.Looking online, I now see several reviews on yp.com where they pulled exactly the same scam about this trip fee. I know I should have known better than to hire someone without doing my homework. Their magnet was on the fridge (came with the house), and we assumed the previous owner liked them. Lesson learned.We'll be seeking a refund via our bank, and will hire someone else with decent reviews. I never dreamed getting a simple fridge repair could go so awry, or that I'd be told to take my business elsewhere when I called to complain. Its been quite a strange experience; one I would not wish on anyone.Don't make the same mistake we did - read the reviews before you hire anyone. And whatever you do, DO NOT HIRE Hopkins Appliance Service of Raleigh!
Stay away from this place! I purchased a brand new Frigidaire refrigerator in May 2014 from Best buy. The handle broke off the front door so I called Frigidaire. They told me I HAD to use Hopkins Appliance. When I spoke to the rep at Hopkins they told me that my refrigerator was " under warranty" and that there was "No charge" for the repair. They came out and fixed the handle and I signed a invoice that had NO FEES on it. The repair man was very nice. I confirmed with him that there was no charge and he said that it was under warranty. A few days later I received an invoice from Hopkins appliance for $ 167.00!!! $ 32 for the handle, a trip charge $75.00 and $ 60.00 for Technical service time. I called the office left a message and 2 days later I got a call back. The girl I spoke to said "They thought it was under warranty but it wasn't " I told her we confirmed 3 times that there was No charge and all 3 times I was told that the refrigerator was under warranty. She said they tried to submit it to Frigidaire to be paid but they didn't pay it so now I have to pay it. I told her that they should of told me over the phone that if it was NOT covered I would be billed for the service. I never even asked them how much the service or part would be because they told me that it was covered and that there was "NO CHARGE" I could of ordered the part from Frigidaire and put it on myself. It has 4 screws in it and they charged me $ 167.00 to install a refrigerator handle! I'm calling the better buisiness bureau and I'm not paying this bill. You can not give someone a no charge bill and then bill them later on because you "thought it was under warranty" Shame on you! Tell people the truth when they call you. If they would of told me it was going to cost me $ 167.00 I could of crazy glued the broken handle.
Rude, discourteous,and impolite, Degrading on the phone. would not respond to calls.Don't call with a cell phone outside of the 919 area code!
I just hdd a service call from Hopkins Appliance,Scott,and I couldn't be happier. He was courteous and took care of my problem with my fridge. I also had him look at my washer and now both are working. I'll be calling them next time I have an issue with my appliances for sure.
Prompt, efficient, reliable and economical home appliance service. Has repaired/replaced water heater, washing machine, dryer, kitchen faucets. He's the man to call.
HORRIBLE!!!!! Takes weeks to get parts because they refuse to use local suppliers. Then when they make a mistake it's ANOTHER 2 weeks. STAY AWAY.