Disappointed Regarding Cost and Service
Our GE high-efficiency dryer, which has not been a reliable dryer for us, has needed several repairs. We used Oak Hill Appliance a couple of years ago for warranty repair. Although it took awhile to get the correct part, the service technician was friendly and got our dryer up and running. When our dryer stopped heating up last week, we went ahead and called Oak Hill Appliance since they helped us before and they are a family-owned business.
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Initially, my mom set up the initial appointment for the next day after dryer broke because she was told that there were no more appointments for that day. In the afternoon, I received a call on my cell phone saying a technician was on their way (mistake or not, we were happy). Although OHA was told we were at a new address, the first service technician went to our old address. After arriving at our current home and spending some time looking at the dryer, the tech indicated we needed a thermostat and element. At that time, he indicated to my mother that the service call fee would include his return trip to install the part. It took a couple of days to receive the part and the tech returned to install it. He notified us that the dryer still wasn’t working. The tech re-diagnosed the problem as the blower motor and ordered the new part. We spent the weekend and Monday without a working dryer and then tech arrived Tuesday and fixed the dryer.
When I received the bill, the cost for the blower motor was $140 and the labor was $110. I paid the bill not realizing that my mom had understood that the service call fee included labor. I called and spoke with OHA. Their representative said that they “make clear” that the initial service call fee is for diagnosis only. The problem is that my mom was that the tech was the one to tell her the fee included his return trip. Regardless, we paid about $200 to wait days to have our dryer up and running plus $140 for the part.
Although they the technician was very friendly, we received service below our expectations. In a family of nine, we didn’t have a dryer to use for almost a week because of a wrong diagnosis. Additionally, with the miscommunications and high charges, we will no longer be using Oak Hill Appliance.