Brand Source Appliance Repair

I do not recommend this appliance repair company. The charges for a very quick service were egregious and completely unexpected. The first visit was 5 minutes, and the second was 2 minutes, yet the charges alone worked out to $1,800/hr and $3,000/hr, respectively. There was no upfront disclosure of these flat-rate fees or minimum labor charges, and no official invoice was provided. As a real estate professional with multiple properties and referrals, I was hoping to build a long-term relationship with a reliable company — but this lack of transparency and unreasonable pricing makes that impossible.

I have been trying to call the presidents hotline and also Brand Source for support to help me with my refrigerator and everyone is giving me the runaround. My refrigerator that I purchased in 2024 has been undergoing repairs 4 times. The technician that came yesterday damaged the refrigerator further and left with no next steps or path forward. I called to verify the status he is now unreachable and has not updated the notes so the person on the phone couldn’t do anything for me. I called appliance factory and they told me bad luck so sad to figure it out with brand source. I am a disabled veteran that lives of my disability and retirement. I have medications that I have to keep refrigerated and now need to keep on ice indefinitely. At this point I am pleading that someone please help me either obtain a replacement refrigerator or come immediately. I paid for the extended warranty for these reasons and now I’m out of hundreds of dollars of groceries, no way of storing food and medicines, and no answer from your company.

Avoid this company at all costs and don’t buy the warranty from Appliance Factory so you aren’t stuck with them. We bought a washer with an extended warranty from Appliance Factory 3 years ago. It stopped working so we called to have it fixed and were sent to Brand Source. Our washer has now been broken for 6 weeks and if they are able to fix it the next time they come out it will have been 8 weeks. This has been the worst customer service I’ve ever experienced. There is no one that can help us and we’ve just been told this is standard and how they operate. Picture yourself without an appliance for at least 2 months before you ever try to use this company. This has been miserable and I wouldn’t wish it on anyone. They only book appointments 2-3 weeks out, claiming they only have one technician who works our side of town 2 days a week (which we were told is a lie). Their standard process is to book an initial appointment (2-3 weeks), order the part they think they need (5-10 days), book the service appointment once the part comes in (2-3 weeks out) then come and try to fix it. In our case they got the fix wrong so that reset the clock. Essentially their standard procedure is to not have your appliance fixed for 5-7 weeks if you’re lucky, and if they get it wrong that adds another 3-5 weeks. I’ve tried to escalate to a manager and no one will call me back. This has been absolutely awful. Please don’t ever use them.

Bought a new GE fridge from Appliance Factory Outlet in 2022 (3 years ago). This week the freezer stopped working. I paid $95 dollars for a technician to spend less than 5 minutes pulling out my fridge to check the fan. Since the fan was on I was told it was a bad compressor and a new one would ballpark at $1200 and that I should by a new fridge. Seems to me like that could have been diagnosed over the phone without robbing me of $95.

Summer '24 Updated Review: My GE Profile dishwasher failed again this summer. It's taken eight weeks to get a repair attempt via Brandsource/PPP and it has the same mechanical problem in the first one hour cycle after the technician left. All my feedback from last year stands since the experience has been exactly the same. Winter '23 Original Review: I don't take leaving a critical review lightly, but did want to share a particularly rough experience with a GE Profile Laundry Washer my family bought from Appliance Factory and a bad warranty job. Overall, the sales and delivery experience were without issue - and that matched two other large appliances we've bought from Appliance Factory. Our troubles began when the washer malfunctioned last June and we began the warranty process. Sometimes it was hard to tell how many companies were involved, but it took just shy of six months to get our machine repaired! My family spent almost as much as the value of a new washer just on laundry services. Appliance Factory: My key reason for leaving a one star review is that as we had more and more issues with the warranty vendor (Brandsource), my calls to Appliance Factory were not returned - even after speaking to staff and getting some reassurance they would look into our case and try to escalate the issue. At the end of the story, calling back to our sales and support team at Appliance Factory didn't help the issue and they simply didn't return our call as they said - They seemed nice enough, but possibly just too overworked to follow-up? Brandsource: The warranty company is Brandsource, at least for GE Profile equipment. They were a major issue. The way they schedule service and follow-up appointments always resulted in a two to four week delay between appointments. So, say we call in our issue and schedule an appointment two weeks out. The tech arrives and determines a part needs ordered. If the part takes a week to arrive, Brandsource refuses to schedule the repair until that arrival. This means the part sits on a shelf for another two weeks or more. This scheduling disaster was probably the biggest issue in delaying our repairs! Brandsource Pt. 2: Our tech was actually a really friendly fellow, but he did seem frustrated that he wasn't actually allowed to contact GE until something like three attempts to repair the washer had been made independently. I suspect they have to pay GE per-case, so the avoid calling the manufacturer as long as possible to save cash. On the fifth visit, they finally called GE (Five months later!) and the GE techs provided instructions on the exact part to replace and everything worked! Considering that it was either the power inverter or motor in the end, it seems really silly that Brandsource replaced the mainboard and valves twice before trying to contact GE. So, constructive feedback: Appliance Factory: Be sure to manage cases and return calls - practice good customer service - plus, have some way of escalating urgent cases with the warranty vendor. Brandsource: Modify the scheduling system to reserve quick follow-up appointments for customers whose parts have arrived. Also, increase appointment capacity to avoid multi-week delays. Even more, contact the manufacturer at latest on the second appointment. It sure seemed GE knew exactly what to fix once they were contacted. Thanks for reading and I hope this was helpful! For my part, I'll always ask if Brandsource is involved in future warranty purchases and steer clear though.

We were paid a visit by Zachary today to replace a defective part on our GE Dishwasher. He was on-time, courteous, and respectful to my whole family. He did a thorough job, which took under an hour to complete. I am very satisfied with the service we received, and we'd absolutely have them come back out for another service call, if needed. My visit was on 10/5/23 in Ft Lupton, CO.

Update April 30, 2018: I can no longer give a 5 star review. My positive review still stands for the tech, however Brand Source as a company is horrible. We had a compressor replaced by Brand Source 70 days ago that is now starting to show signs of failing. Brand Source stated that they only cover parts and labor for 60 days therefore I would have to pay to have a tech come out again. I would think that any company that stands behind their work could at least send someone out at no cost considering we are only 10 days past. Don't use this company for repair. They only want to nickel and dime you. Great experience with repair of our LG fridge. It took longer than expected to schedule the first appointment, but that was only because we had to have an LG certified tech come out to service the fridge under warranty. Our product specialist, James Ferguson, definitely made this experience the 5 stars I gave it. He showed up on time, was VERY knowledgeable about the fridge, and had the best manners I've encountered with a repair tech. He also gave me some guidance on how to request LG to cover the service since the fridge was only 2 years old. He saved us $750. If you need service, you should definitely request him.