S & S Appliance Parts & Service LLC - Bessemer, Alabama

Phebe Jones

My dryer went out. Therefore, I opened a service request via my home warranty, American Home Shield. The technician, I believe his name is Logan, comes out to service my dryer. The first thing he says is take me to the dryer and asks me what’s wrong with it. I explained to him how it just stopped working while drying clothes. He makes me sign two waivers and proceeds to start fixing it, at least I thought. About a couple minutes in he says, this request is for me to fix an ice maker. The model and serial number dispatched to him was for an ice maker. I said no, my ice maker is just fine. I also said I can show you the ticket to confirm it’s for a dryer. He then says you and your home warranty will have to work out this issue. I knew immediately this is a red flag. This is not my first rodeo with the contractor that’s contracted via Home Shield. I proceed to say, let’s just get Home Shield on the phone. Immediately, he’s defensive. I call Home Shield and put them on speaker phone and they assured me it was NOT a request for an ice maker, it indeed is for a dryer. They also said we didn’t provide any model or serial numbers because there is no need for it at this time. That actually makes sense. At this point I can tell he’s mad. He proceeds to say something and raises his voice. I told him not to raise his voice at me in my home. He proceeds to say other things and refuses to fix dryer, which is totally fine because I wouldn’t trust anyone to fix anything for me that is unprofessional. He then tried to turn it around on me and said “I was trying to help you by at least getting you over for the weekend (like, who does a half way job - that could be risky to a dryer) and then you go and call Home Shield, get an attitude, and put in your two cents.” It was so typical for him to do that. I never responded with an attitude. I only told him that he will not raise his voice at me and something sounds shady. He leaves and actually slams my door. Nevertheless, no work was done and I would not recommend this company to anyone. I feel like he already came in not wanting to fix my dryer. I wish Home Shield would stop using these contractors that try to find every excuse not to fulfill the service request.

Jamie Melvin

On the first visit the tech arrived at the last minute in a 4 hour window and “Fixed” a pump on the washer. Three loads of clothes later the washer wasn’t working again. Scheduled another appointment with a 4 hour window. The technician didn’t show up or even have the decency to call to notify. 8 hours of work that we missed total, waiting around on a technician, and still no working washing machine to do laundry. To top it all off, two hours after the appointment window, I received a call saying he would be at my home within 25 minutes and if nobody was home he would have to move in with his day. Worst service I have ever experienced! DO NOT WASTE YOUR TIME IR HARD EARNED MONEY!

Amanda Windham

I had a technician come out to repair my washer that wasn’t draining on a Friday. He replaced the drain pump and ran a test cycle. He noticed water between my washer and the wall and assumed my pipes in the wall were leaking, told me I needed a plumber and left my house. Leaving behind water in the floor and old parts that he took out of the machine as well. My pipes had not been an issue before, so I dried all the water for the day. The next day I ran a cycle on my washer and watched the water leak from the washer… NOT my wall. The company has no way to be contacted on the weekend, so I called the company back on Monday to discuss the issue and see about getting it addressed. Since this was a warranty claim, and the technician closed the invoice stating I needed a plumber, they refused to send someone out to check the issue. The person I spoke to was rude and spoke over me as I was trying to explain that my washer was not leaking prior to the repair, and it is now pouring water out and I’m likely to have water damage since they left water in my floor and left me with a leaking washer. They refused to send someone to fix the issue they caused. I understand it is a warranty claim, however, the technician caused this issue (or failed to address it properly) and it should be addressed immediately, not several days and having to make a new claim.

Cathy Ward

Edit- Bradley came out on the day he was expected at the time frame he was expected and was a pleasure to have in my home. He said they have had many repairs for Whirlpool so I will definitely think twice before buying another Whirlpool product!

( My previous comment was negative because of the lack of response to letting me know when the parts would be here. They made up for it by doing the repair when promised. )

Nia Walls

Whirlpool sent out a technician to diagnose my 3 month old dishwasher. He told me what the problem was and then said the earliest he would be back is Jan 20th -which was a week and a half away. Their service number called to confirm the appt the Friday before. Jan 20th comes and he never showed up. He was set to be the first appt in the morning. I waited until after 2 and called customer service and she said that the tech stated that he went to my home, knocked, called and left a tag on the door....ONE PROBLEM: I have a RING camera that notifies me if anyone comes near my property. He never came to my home or called for the second appt. I asked the woman on the phone if a tech would still be coming today and she said probably not since "he already stopped by". I asked to speak with a manager and she transferred me to a voicemail. This is a terrible experience. I give them ZERO stars if you ask me!

Darbi Welsh

Update, the response by the owner is not accurate, the company did not make an attempt to reach out and let us know that the appointment was cancelled. My husband received a call this morning apologizing for NOT contacting us and letting us know that the appointment would need to be rescheduled. Sherry explained that she would not be able to get anyone out today and it would be after 4:00, when everyone gets back before she can let us know a time for tomorrow.

Extremely disappointed in the service from this place. We have warranty which is how we ended up here. They responded to the service call to repair our dryer a week ago today and of course had to order the part. While the technician was there, he made an appointment for some time between noon and 5:00 today. No communication from them today, my husband rescheduled his afternoon to be home. Tried calling the technician's number no answer, no answer at the office had to leave a message and no call back. After sending a message through the website my husband got a recorded call that said the part was in and we needed to call and schedule the repair. The call came in after 4:00 pm and guess what their phone hours end at 3:00pm. So, no dryer for a week and no repair today! My guess is it will be another week before we can get someone out to fix it!

Lindsay Vorpagel

Update -
the vendor responded very apologetically to my 1 star review and said they'd reach out, which they did that day. My husband took the call and said the gentleman was very professional and they were able to identify several areas for improvement. I'm hopeful for them that they can get the kinks worked out of their systems.

Original review-
Do not use this company... The techs are knowledgeable, but the customer service and communication is HORRIBLE. Our whirlpool Microwave stopped working at the beginning of June, currently about 4 months ago. It's under warranty, so we submitted a claim. Since then it's been nothing but delays and horrible communication or no communication. The techs aren't allowed to open the parts until they get to the customer's location. This means they didn't find out a part was unusable until they showed up for the follow up repair appointment, so more wait time. They send out appointment confirmation requests AFTER their customer service center is closed for the day so you can't revise it if that block of time doesn't work. You then have to pick a different day. You can only leave messages during their business hours. I called yesterday and confirmed with a human that we were on the books for repair today and we would be getting a confirmation notice that afternoon. We did not get a call or an email. I checked the job link and it had a note saying the appointment was canceled. Why...? I called today within a few minutes of when their customer service hours started and was on hold for around a half hour, then got kicked to their voice mail. This has been a horrible customer experience, not because of the delays which may be out of their control, but because they don't communicate and it screws up our work schedule by having to plan for a repair visit either during our work day, or on a day off when we're trying to get real life done, and then they cancel with no notice.

Brea Von Tress

Our dishwasher stopped working and our home warranty company sent us Tim - while it took a couple of tries to identify the issue, every experience with Tim was a delight! He remembered our daughters birthday and went out of his way to make us feel valued. You have a customer for life. Thank you Tim!!!