Mars Appliance Service

I recently had a great experience with Mars Appliance, specifically the repairman Daniel. Our refrigerator was not cooling properly and Daniel was able to identify the problem immediately. A part from the manufacturer was needed to resolve the issue so he ordered it and we rescheduled another appointment for him to return once the part was in his possession. Upon returning to fix the issue, he determined that the part sent by the manufacturer was faulty and that he’d have to find a new one. He was extremely apologetic about the inconvenience even though it wasn’t his direct fault.
We scheduled an appointment for two days later hoping a replacement part could be over-​nighted by the manufacturer. On a side note, I have a 6 month old baby boy at home so having a properly working refrigerator is paramount when dealing with his food/​breast milk. Daniel recognized this and instead of waiting for the part to come in, he made a special trip to the east bay to pick up the part himself and returned to fix the refrigerator a day early!
So Daniel, many thanks for going above and beyond what your job entails. Your friendly, professionalism was also appreciated.

Pros–
Friendly repairman
Cons–
My washing machine was not repaired properly and broke 2 months later. Unfortunately, I waited past the 90 day period to call, and they will not stand by their work given the time lapse.
They were contracted via my insurance company. From this process I owed a deductible to my insurance company. Mars collected this deductible, and did not give it to my insurance company, which sent me to collections after «not paying».
Summary–
Mars was hired to fixed my washing machine. Instead, my washing machine is broken, I am out some money, and I have been sent to collections because of their mistake.

Incompetent technician along with a rude receptionist and bookkeeper who fraudulently demanded me to pay an estimate on work that was NOT done by them is the reason for my low rating. Fortunately I did further research on my refrigerator’s problem and got a recommendation from Cherin’s that solved the problem competently through an extended warranty with technicians who knew the product. The bookkeeper did admit the billing was a mistake after my contractor called her; and I agree mistakes can be made. My mistake was calling them in the first place. I suggest on any product to call the manufacturer who will help solve your problem.

I had the worst experience with this company. I had a 1 year warranty on my Broan Range hood which stopped working after 6 months. I called Broan who sent me parts for free, were very nice and told me to contact Stars Appliances (which I wish I had done) or Mars appliances to fix my range hood for free. I spoke to Mars Appliances, was told to send in a receipt to prove the date of purchase, which I did, and they set up an appointment for someone to come out .That someone was unfortunately the owner of the company Daniel. He did the work, and then informed me who informed me that Broan was supposed to send them paperwork which they had not received, and that I would need to sign an agreement to say I would pay for the work done if Broan would not pay them. I called Broan and was told that Mars Appliances were supposed to contact them before they went out to do the work, it was their responsibility, the woman on the phone also said she could speak to Daniel while I had her on the phone and they could then make sure Mars was paid. Daniel refused to speak to the Broan representative and kept insisting I sign the agreement to pay. I felt very uncomfortable, by his demeanor. He represented his company in a very unprofessional way and I will know next time never to use them again.

Contacted Frigidaire to get my washer serviced and they contracted it out to Mars. I called them after I got the confirmation email from Frigidaire (on a friday afternoon) but no answer. Left them a message asking for a more detailed service window (it was 8am — 5pm). Never hear from them. Come monday morning I start calling them as soon as they open, the phone is busy all morning. I finally get a hold of them at noon and they tell me that they have no appointment for me. So I call Frigidaire back and they tell me that it looks like Mars cancelled the service appointment but didn’t notify them. Thanks Mars! Had to take off half the day from work to sit around trying to get you to answer your phone for nothing.

Background: Our Bosch front loading washer started dripping water; so we’re re directed to these guys by out appliance insurance company.
Feedback: One of their technician came over and checked the machine out saying nothing was wrong and we need to use afresh to wash the unit. Didn’t do a thorough cycle (just a prelim check). We paid $ 65 copayment and he was gone.
Next day we ordered afresh in google shopping and it took a day to arrive.
The following day after cleaning using afresh the washer started dripping again. We called Mars and this is what we go–
1. Very rude lady who schedules the appointments
2. The technician was even ruder
3. The technician was suggesting solutions without even understanding the problem. Ours is a front loading unit; he wanted us to shut the supply and open the door to drain the water. I tried explaining that I cannot drain without flooding my house and he was getting even more irritated and rude!
4. They were like if there is a leakage and if the hardwood floor is affected, our the units below are affected, then it is our liabilities.
Would never recommend them.
A. Incompetent,
B. Inefficient and
C. Very poor customer service

Worst experience ever using this appliance repair company. They are not efficient or friendly or helpful, they have been to look at our dryer twice already and after over a week we still don’t have it fixed.
The woman at the office making the appointments can’t communicate or understand anything. She is extremely rude and not accommodating at all. I would say poor customer service is an understatement.
The repair guy came out again with the wrong part and because he doesn’t speak
English it is very hard to understand what is happening.
We still do not have a fixed dryer and we are moving on to use a different company. This company is too unreliable, if you have the option to use a company that doesn’t have reviews about how bad they suck. I would use that other company.

Mars used to be great, but now it is a disaster. It recently was bought out by someone else, or consolidated with another company. Now its bookkeeping is confused (they keep insisting you owe them money), and its customer service has gone down the tubes, and most importantly, it’s appliance repairs are unreliable.
I’ve used them lots in the past. Now in March, my ‘frig was not cold. Called Mars. They came out, said I needed a new pump. 7 days later — no frig — they come by and replace the pump. 3 weeks later, same problem. First they tell me it will take a week to come out. Then, after I insisted, they came out in 3 days. Pump is bad. The repair man, takes a surly attitude and tells me, it’ll be another 7 days to get a replacement pump, when I asked if there was anything that could be done, could I call the supplier, offer to pay for expedited shipping, his response was «tough luck». He wouldn’t even give me the name of their supplier.
Who needs Mars — avoid them like the plague!

Excellent Service! Daniel was terrific — very knowledgeable, professional, and funny! He came when he said he would — early in fact — and got everything done, cleaned, and in perfect working order by the time he left. They are now our go-​to for appliance services from here on end. Very pleased with Mars Appliance Services

We’ve used these guys three times to fix our dryer and stove. They do a great job, come on time, are very friendly and don’t charge to much. I’ll always call them.

Great, efficient, honest business. Leo continues to provide excellence results. I have a stackable unit and he has come out to service both the washer and dryer. I really appreciated his analysis because he’s thorough and tries to get the job done then. If it’s a case where he doesn’t have a part he always comes through within a reasonable time to finish. Even when I have to call and leave a message to schedule a repair, I always get a call back within a few hours and that is comforting. In my recent case I had a water pump blockage and he was able to find not only the nasty problem (a hairball and a coin) but he cleaned it, ran it, and confirmed the fix. Simple as that. Leo doesn’t waste your time. Definitely call on this company for excellent service.

Leo was on time, delightful, and best of all, he repaired our dryer quickly and efficiently, having the appropriate part in his vehicle. We will definitely use this service again, when needed. He also gave me some advice re our range.

Not convinced anyone is great at fixing at appliances, but they are timely.
Leo is fairly honest about what he does and does not know, so I appreciate that.

They just don’t understand that they are in the service business and did not leave me with any confidence in the quality of their work. Said they’d be there between 1PM and 4PM but did not show until 5PM. When I said something to him, he acted like he was doing me a favor! Seemed confused and uncertain about how to open up the refrigerators internal panels. To make matters worse — I found 2 sheet metal screws on my kitchen floor after he left — so I know he did not reassemble it correctly. Mars was dispatched by my Home Warranty service. I would never call them back and would insist on an alternate service if the Warranty company tries to dispatch them again in the future.

Absolutely unreliable. I had an appt. confirmed with Mars yesterday between 8 and 5 for a broken brand new washing machine. They did not call, did not show up, and were totally unapologetic about wasting my time. Don’t bother with this company.

We had used Mars Appliance with great results for our washer and dryer so when I called them to repair our dishwasher and fridge, I was expecting the same great service.
Gregory came to repair both appliances and it was a disaster. It took WEEKS to get the parts, they never called when they finally came in, I had to call them. Then he had ordered the wrong parts.
Finally when the correct parts came — 8 weeks later, he dropped our Freezer large drawer and broke it. Then 4 more weeks for parts to come and again, the wrong parts.
He insisted it was the right parts, even though I could see he did not have a new freezer drawer with him. He replaced something — not sure what– we had stepped out into our back yard. When we came in– he was gone– no bill, no invoice– just empty boxes that his parts came out of and, sadly, my freezer drawer is still broken.
Like I said, we had great experiences with Leo for our washer and dryer, so we really tried to give them a chance with our freezer and dishwasher, but at this point, I feel I have to let others know.

I love these guys! Leo is the best! I own a business downtown and he came ASAP fixed my washer and I’m back in business! Very affordable by the way. I would recommend them to any of my closest friends!

Both Leo and Gregory are great. They are a little bit sour Eastern Europeans, but they sure do know their business, and I would recommend them to anyone. Considering how many different makes and models and parts of different appliances there are, it is amazing to see how much they know about so many different things regarding appliances.
In fact, I would go so far as to say that Mars Appliance is the only trustworthy and hardworking appliance repair company in San Francisco. All the other ones suck and try to rip you off or get out the door as quickly as possible without fixing the problem. I know because I am a property manager and have used them all. When it comes to big appliance repair companies like Sears, forget it. They pay rock bottom salaries, and their employees don’t like their jobs, and it definitely shows.
I’d call Mars first. I had Gregory out at my house to fix a refrigerator (which he had to order parts for), but to save me extra money, though he was not there to do it, he ended up also fixing a stove that my dunce of a tenant broke the oven glass on, and he ended up staying ’til well after 7pm and didn’t charge me any service call charge at all.
With regards to Gregory or Leo being «arrogant» (as some disappointed Unilocaler whined about), well I would be arrogant too if I had to deal with so many idiots every day who had a «customer is king» attitude, but didn’t know a damn thing whatsoever about what they were talking about.

AS I type this, my partner is in the kitchen arguing with the MARS technician. WHAT a MISERABLE bunch of techs. Our once quiet dishwasher, had a pump replaced by these guys, and now it’s noisy, with a large vibrating sound. When my partner called them for the THIRD time, the tech said, «You think it’s loud, that’s not loud,» and rolls his eyes. The tech goes back and forth about this stating that we don’t trust him, and that he came all the way from San Carlos, etc., just to fix our dishwasher.
Okay, so he knows better, and we both have sensitive ears. That being said, the guy, after getting on the phone and speaking in what I think is Russian, gets off the phone and starts fixing it. My partner insisted that there was something wrong with the dishwasher pump they installed. Lo and behold… no sound now.
They would be good repairmen if they left their arrogance at the door. It’s too much of a battle to do business with these guys;

These guys SUCK. I mean it. Don’t make the mistake of employing them to do anything in your house or apartment.
— Impossible to communicate with on the phone — not a lot of clarity with requests, times, etc. and very rude.
— Don’t take direction well — even though I made it clear which number to call and how to gain entrance to the apartment.
— Overcharge — they charged me $ 120 ($ 60 «service charge» and $ 60 labor) for going to my condo and flipping the circuit breaker — it took all of 5 minutes.
Now, before you say — why are you a dumbass who can’t check your own circuit breaker, I had to send a repair person in because my tenant couldn’t figure it out and I also couldn’t be there. Yes, my tenant was stupid. But charging me $ 60 for labor on top of an already ridiculous $ 60 service charge for downtown San Francisco is just highway robbery.
Don’t do it. Really. Find someone else. If you look at many of the other reviews you’ll see similar experiences.