The Colony Appliance Guru

I called them for a second opinion on AC repair. They were extremely helpful but not pushy. They didn’t immediately slam the completion… very professional! Joe set up an immediate time and they were there on time. Second opinion was FREE. David the tech was clean cut, polite, knowledgable, and didn’t talk down to me or way over my head. Direct, simple. I will be using them now and set up a maintenance service. Not enough honest service people like them and local !!!

They have the parts and the know-​how. I’m a homeowner trying to fix things on my own and they were able to help me with my washing machine parts and troubleshooting over the phone. I recently called them about my fridge and they were quick and happy to help.

Was looking for a part Sears had to order, and I called the Appliance Guru’s, they replied that they had the part (a broiler element) in stock. Elated, I drove to the Colony and picked it up. Only later that day did I find out that the Sears rep had given me the wrong part number. The Guru’s not only found out what part I really needed, they got it for me pronto. I will give them my business from now on. I did call after hours and got a reply even though they were out of town.
I have worked in the appliance business, sometimes you get some dumb asses for employees. Judge them on the owners business practices.

called on a thursday, came on a friday — ordered part, back the following week cause i was traveling… fixed the washing machine — good as new. will call them again if i need anything. my only regret is that i din’t call them first.
A++++++++++++++++

Friday of Memorial Day weekend, they show up 5 hours late (at 4 pm), to replace our garbage disposal. The guy is in a rush because it’s long weekend and he wants to finish quickly, so in his haste he breaks our kitchen pipe. Now we can’t use the sink. He first tries to imply it may have already been broken, but given the fact we had been using the sink all along, and he had tested it prior to changing the disposal, he lost that argument fairly quickly. He then says ‘I am not a plumber, so I can’t fix this. Call the office’. Leave 3 messages for the office, and since they close at 5 pm, I never get a call back. The expectation is that I am to go the entire long weekend without the use of my kitchen sink. EXTREMELY poor customer service. First American Home Warranty users — beware — this company was selected by them! I will never use them again, nor will anyone in my network!

The hours show until 5pm and at 4pm no one was there and the door was locked AND the open sign had been left on. If you aren’t open, don’t leave the sign on.

This review pertains to buying service parts only, not the repair service.
Since I’m a handy-​bear, I can fix most appliance problems myself, provided I can get THE PARTS! Many times it’s a real challenge to find the right parts in the Metroplex for your particular appliance.
So when Mrs. Bear’s washing machine broke down, I was on a fast track to find the parts I needed. An onlline search produced a phone number for a suitable parts place near my domicile. I called and talked to Andrew, who was very helpful in tracking down what I needed. He said he could do a prepaid order and have the parts in-​hand within 24 hours.
Andrew called me the following day in the early afternoon, and I drove up to The Colony to collect my parts. Within 15 minutes Mrs. Bear’s washer was as good as new.
Just what I needed, and when I needed it. If you need appliance parts, these folks can probably help.

I called this company regarding a repair on a part on my Whirlpool washer on Thursday and the technician came out on Monday stating that they can order the part and get it repaired by the following Saturday.
I prepaid 50% for the part and service. When I called on Thursday to find out if they will be there either Friday or Saturday I was told by their service department that they were waiting for the part to come in. After speaking to the lady in service department she said that part has not been ordered yet. I told her to go ahead and cancel the service call and part order because I was able to find a part at a distributor down a street and I called a different company to come install it sooner than they would even order the part.
Its been over a month now for the refund of my deposit minus the diagnostic fee. DO NOT USE this company for your appliance repairs. Very slow to respond. Whatever you do please don’t pay for anything you haven’t received. Don’t prepay or give deposit on anything.

Awful. They were given to me through my home warranty. Scheduled for sometime between 9 and 1pm. Called at 10:30 said were on the way. An hour later I called and left a message. 2 hours later they called and said the truck had broken down.
Wanted to reschedule for Friday. Told them I would need first appt on Friday as I had plans that afternoon. They would not commit.
Called an hour later to reschedule for Thursday. Lady I spoke to was unaccommodating and rude.
Interestingly enough, she called my warranty company and asked to have some one else provide service at the same time I was calling them.
I understand things happen, but when they do, a immediate call would be nice. Also, after taking ½ day off to wait, having to reschedule two times in 2 hours is ridiculous.

Sadly, I have to agree with other reviews.
Tech Steve was extremely accommodating of scheduling issues. He was helpful, friendly, speedy and thorough. I really have nothing but good things to say about him.
But the company was difficult to deal with. You can never reach anyone (except Steve who gave me his number so I could reach him, otherwise I’d probably still be leaving voicemails…) at their phone line so you have to leave a message each time and they get backto you in a day or two. They said they would send me the receipt but never did.
They did not overcharge or nickel and dime for rescheduling but other than that I would not recommend this company.

The people at this place are nice and it really makes me want to like them. Sadly, they aren’t nice enough to make up for a lack of competence. I’ve used them 4 times now for both my home and my business and a pattern has emerged.
1. They rarely return phone calls.
2. If you don’t get a human, the voice mail is usually full, if you do get a human, it’s usually not the one that an help you and they promise to call you back (see item 1).
3. Scheduling is a complete joke. If they show up it will be at the wrong time if not the wrong day.
4. Their actual work seems usually OK, but even that is dependent on who you get.
Case in point — my recent (and ongoing) ordeal with a broken washing machine in my business. I called them and gave them the error code (which MY manual says means the pump has gone pear-​shaped, hint: bring a pump) and the model number. I’m told they can have someone out the following Tuesday between 2 and 5. Half an hour later, I get a call saying they can have someone out the following Thursday between 10 and 2. I tell them that I already have an appointment for Tuesday and they say «they must have changed it».
On Thursday at 3 PM, I call to ask where the guy is. They will have to call me back — they never do. The guy shows up at 4 PM. Declares the pump bad. Says he needs to order one. Takes a down payment for the part and promises to call when it’s in.
2 weeks later, I call asking about the pump. They tell me it just arrived and they were about to call me. We make an appointment for the following Friday. Of course they don’t show during the appointed time. When they do show, the guy replaces the pump but realizes it’s the wrong pump and the access panel won’t go back on. He leaves the access panel off (so we can use the machine) and promises to call when the right part comes in.
After some days of nothing, I call and speak with the owner of the company. He says the part was the right one, the tech just didn’t know how to install it. He makes an appointment to come out himself. When he shows, he discovers it IS the wrong part, because the first tech got the model number wrong. They will oder a new part and call me.
Again, nothing, so I call. The pump has just arrived (sigh) and he will come out to replace it. Which he actually does.
Thirty minutes after he leaves the machine stops again with a different error code. I call him back. He says it’s the door switch and he will order a new one and call when it’s in.
2 weeks later, I call and ask about the part. I’m told it just came in (imagine that) and they would be out on Friday to replace it between 10 and 2. That was yesterday. At 4 I call and ask where he is. They tell me they will check with scheduling and call me back. Of course they never do. Machine is still dead. I’ve still heard nothing.
My impression is that the owner is nice and wants to do a good job but his entire staff needs to be replaced.

Poor customer service, no show no call. Parts are never in when scheduled delays I think because they dont order/​STAY AWAY find a more reliable group