The Factory

Well, I made an appointment last Thursday and they couldn’t get here until Tuesday, which was fine, my dryer just was not working but I could live with it and hang stuff dry. I had a 4 hour time frame, which was also fine and the tech arrived within the time frame. I spoke to the tech, Thomas, a few times and got zero response from him. He did not look at me, acknowledge me or reply in any way so I just walked away kind of shocked at his lack of customer service. I left to run a 10 minute errand and when I returned he was gone. There was an invoice left on the dryer that was 225.00 or so. They charged a $ 69.00 service call and a $ 60.00 labor charge for a one hour visit. So basically $ 129/​hour for an appliance person??? We own a plumbing company and charge $ 95 an hour for the first hour and charge every 15 minutes after that and we have to deal with sewage! That price is absolutely RIDICULOUS!!! That being said, the dryer works well, however, the tech and the price dropped this down to a meager one star. I would never call this company again sadly because they were a referral and I will be sure to let the referral know about our experience.

I would give them 0 stars if it would let me. Working with this company was a terrible experience! I have never had an appliance repair man, or any service «professional», scream and intimidate me in my own home. I could not imagine if I were home alone. Tommy was screaming at me because he did not have a service ticket for both my washer and dryer. When I asked him to please stop yelling at me, he grabbed his things and told me to find someone else to service my dryer. This service was unprofessional and shocking.

After being a long time and satisfied customer my recent experience with this firm unfortunately disqualifies it from any future consideration or use. The service call required my oven to be slid out to access and replace a failed part. When the service person slid the oven out or back in he scratched my recently installed hardwood floor. It was clear that the scratches were caused by the oven’s feet. When asked about the damage he denied any responsibility and refused to remedy the situation.

I saw the 5 star reviews, and I called Factory Appliance for an Electrolux Dryer repair, and got an appointment for a 4 hour time slot, the phone staff were very friendly and nice to work with. I waited 4 hours and they did not show up on time, so I called back to find out what is happening, and they were very busy, Dan finally showed up after 5 hours, spent about 5 minutes to diagnose problem as blower assembly, and said he would have to come back with the parts which he said he had at the shop, and he would fit me into tomorrow’s schedule. Then the next morning I get a call from Dan that he cannot do the work to fix my dryer, first he says he cannot do my job for a week, and then he says, that he cannot do my job at all, and I just don’t understand. I did understand, that since it was not a typical simple and quick repair and he was very busy, he wasn’t interested in completing the repair, but I told him I had already waited 5 hours for him on Monday and now lost another day, since he told me he would schedule me to be repaired Tuesday, but he insisted he could not repair my dryer. I have never had this experience with an appliance repair service so I rate them one star, not for the long 4 hour repair window and being late without any call or notice, but more for the unwillingness for Dan to complete repair that he started since it was a little more difficult since it was a double stack washer dryer, and not even offering to do the repair even if I had to wait another day or so. I do understand that they were very busy and had a full schedule, but I felt he could have handled my repair in a better way.
So as a better ending to this review, I called Integrity Repair Service on Tuesday, spoke with James, who asked me about the symptoms of what my dryer was doing, which was buzzing, but not turning when I turned it on. On the phone, he diagnosed it also as blower problem, said he would order the blower assembly and he could do the repair Thursday. He gave me a 2 hour time slot, came out Tuesday, and repaired my dryer, no problem, and he was out of there within an hour, very courteous, and generally wonderful to work with, although I cannot say the same for my experience with Dan at The Factory Appliance in Carpenteria.

These folks are great. I had an issue with my dryer and they came right out and addressed the problem within 48 hours. Reasonable and honest. I’ll be buying my appliances and getting all my repairs done by these guys in the future. Highly recommend!

The Factory is the best… recently had to replace the element in my oven and fix a couple of other things in the kitchen. Throughout, Thomas suggested the most cost-​effective route, went the extra mile and was terrific to work with. I’m a fan!

I have used the factory twice. Once for my sub zero ice maker and Viking oven and once for my duet dryer. I found them to be reasonable and competitive with their rates. They were timely in scheduling appointments and each time showed up within my time frame. I will definitely be calling them again when the need arises.

The Factory was a great store to buy appliances from. Heather was very helpful and gave great advice on which washer/​dryer to buy. Scheduling the delivery was very easy and the install technician was excellent. Thanks!