Appliance Solutions By Brock's

Another scathing review follows- I just wish I would have looked at this website before calling Appliance Solutions last December. John came out to fix our refrigerator and two mini's- unfortunately he could not complete the repairs because he did not have the parts needed. He said he would order and get back to us shortly. Two months passed before we started calling. Each time we called, we were told that the parts would be in shortly and they would call- they never did and we continued to call with the same response for the next two months. Finally we were told that they were in and that a repairman would be out the next day- didn't show up but finally after another no show, he came and fixed the refrigerators. It only took four months! We noticed on the bill that the labor rate charged was $100 per hour (I'd like that hourly rate) and that he had double charged us for condensers. Now we started the phone calls again- they looked at bill and admitted that we had been double charged and that they would send out a check to us immediately- predictably this went on for five weeks before we got the check. You'll never guess how this story ends- the check bounced!! more

My 5 year old Miele Dishwasher which I thought was a lemon is just junk after reading other reviews. I am SHOCKED at the way they treat their customers who have spent THOUSANDS on high end appliances. The sales department is/was okay, but the service department is awful. Not only are the people extremely rude, they don't return calls, they truly just don't care. My dishwasher has been used 25 times a YEAR, that is it. 2.5 years ago, I had to replace the water valve for $300, it is now broken again with an additional $500 of work that needs to be done, for a total of $800!!! I was charged $115 just to tell me this. And like everyone else, they blame it on the soap I was using. I have been dealing with this issue for SIX weeks now and the last conversation was a lady telling me in a rude tone that there was nothing they could do (when the ONLY thing I asked for was my $115 back). With customer service like that and all the other horrible reviews, I do not know HOW they are still in business. more

The service technicians have no idea of what they are doing. I spent hundreds on repairs of a high-end dishwasher. They kept telling us we weren't using the right kind of soap...absolutely ridiculous. The same for a high-end clothes dryer--multiple visits, finally replaced it with a new unit, couldn't keep that running. After hundreds more finally had to by another brand. Incompetent and unreliable. more

Well, all these other reviews are very interesting. Maybe I got lucky, but I had a very good experience with Appliance Solutions. My Kitchen Aid refrigerator (bought elsewhere) broke after one year and two weeks. They came the day after I called and said it needed a new compressor. I thought the warranty had expired because it was more than a year old, but the repairman told me that the compressors are warranted for 5 years and even though I could not find the sales receipt, the date of manufacture was on the back and they would repair it under warranty. They ordered the part which came in when they said it would. They called us and came the next day and finished the repair. Of course I was pleased. Refrigerator fixed; no cost. You can imagine my surprise when I read the other reviews here. I guess life is win some, lose some. more

We've used Appliance Solutions to repair our Thermador oven and it's been an AWFUL experience!!! Our top oven wasn't working. They ordered a new part for it for $250 plus the charge to come out, they never called when it came in I had to call them. They came out and installed it. Three days later it was doing the exact same thing I initially called them for. I called and explained the problem, they were very rude and said someone could come out in 3 days. He showed up and messed around with it for an hour and got it to work. Two days later we had the same problem it wouldn't heat up. We had them back out and now they are telling us coincidentally it now has something else wrong with it and they want us to purchase another part!!!! DO NOT use this company for anything!! The customer service is HORRIBLE as well, whenever I called to explain how frustrated I was they were very rude and unhelpful! more

We have used Appliance Solutions a few times and have never been satisfied. We purchased our Viking outdoor grill there thinking that if we needed service that we would get great service from them. We needed a replacement piece for our BBQ grill and called in Oct. It is now Jan and it is still not fixed. They first ordered the wrong part (we bought it from them). The second time--still wrong part. Now we haven't heard back from them. They will NEVER return your phone call. They wanted us to pay for the service call but we still do not have a part to fix the grill. We told them that we wouldn't pay until it is fixed. I will NEVER use Appliance Solutions again. My husband wants to report them to the Better Business Bureau and I just want to move on. They never have the part on hand to fix anything. We have had them out for our ice maker, dishwasher and now grill and they never fix anything the same day! more

I had a problem with a Subzero Refrigerator and once I called Appliance Solutions by Brock's in Lake St. Louis with my issue- they were able to diagnose my problem and set up an appointment for the next day. Because I was able to explain my problem to them, they were able to bring out the parts the next day when they showed up for my appointment. All I had to do was call the morning of my appointment, and they gave me a 3 hour time frame of when they would be there, and they were there within that time frame. The service was great, they only had to come out one time and my refrigerator has been working perfectly ever since. I am now buying all my of high end appliances from them because I can see they value their customers, and their service techs are all genuine hard working men. \r \r I don't understand what problem all these other comments were, it's possible that you may have caught Mr. Frank Brock on bad days- because when I talked to him, he was very polite, straight to the chase, and upfront about all their service call rates. Most service providers make me feel uneasy and make me question whether or not I will get screwed over financially on the bill, but I was completely comfortable with this company. Everyone whom I talked to on the phone were very kind and helpful for my situation. more

Failed to keep appointments, phone calls never returned. Wasted a month waiting for them to come back to finish repairing a Miele appliance. Finally called Miele's toll fee service number and had the appliance back in service in less than a week. Repair was less than Appliance Solutions had quoted to boot. Wasted $95, a months time and multiple calls to these people. I thought that since I had purchased multiple appliances from them that I would be able to count on them for service. Big mistake. Go elsewhere. more

I had an unfavorable experience with Appliance Solutions by Brock’s Appliance Inc. Our KitchenAid built-in refrigerator went out on Thursday 1/20/2011 and I called Appliance Solutions in Lake St. Louis. After waiting several days and being without a refrigerator over the weekend, our scheduled afternoon appointment on Monday 1/24/2011 was cancelled at 3:47 PM. Frank Brock, the individual that called, did not apologize and simply offered that his crew got tied up on another call and that they would not be able to make it out today. When I replied that I wished he would have called sooner because I took the afternoon off from work to be there after 1:00 PM, he again gave no apologies. We re-scheduled for the next day, and I was surprised that they billed us the full $75 for the service call and $40 for 15 minutes of labor when I returned home from work and saw the paperwork that my wife had set aside. When Frank called today 1/26/2011 to let us know that the part was in, I again explained to him that I had taken off a half day of work and that I was still very unhappy that they rescheduled and that I was shocked that we were billed for a service call and labor on top of that. I asked him if he intended to reduce the labor charge to install the replacement part and he said no. I told him that it was not a good business practice to miss appointments and then not offer any concessions in return. I also shared with him that I would not be recommending Appliance Solutions to any of our neighbors that have high end appliances and he replied “you do what you gotta do”. After looking at my initial invoice, I noticed that they are a factory authorized sales, service and parts dealer for many brands, but KitchenAid was not listed. I called KitchenAid and guess what – they are a listed as an active Authorized KitchenAid retailer, but they are not listed as an active Authorized KitchenAid service provider, which I was told that they were when I initially called to schedule an appointment and I was told by Frank Brock during our conversation that they have been a Authorized KitchenAid service provider for 25+ years today. You can check directly with KitchenAid by calling 1-800-422-1230 that they are not an Authorized KitchenAid service provider. I looked Appliance Solutions up on the BBB web site and they have had four complaints and they are not a member of BBB and I will be adding a fifth complaint due to them misrepresenting themselves as an Authorized KitchenAid service provider. There are many other unflattering reviews of Appliance solutions when you Google “Appliance Solutions Lake St. Louis”, of which my favorite one was Frank Brock yelling at a customer on the phone. Frank, I doubt you have ever Googled your company, but if you did, you would see that your reviews are all negative, so here’s to your advice “I am just doing what I gotta do”. My recommendation would be to find another provider that cares about his/her reputation. more

If I could rate Brock's Appliance Solutions zero stars I would, but one star is as low as you can rate. We paid $2000 for high-end dishwasher which works great, but the installers broke some plumbing and my kitchen sink faucet during install (we discovered this after they left). They came out the next day. After they were unable to fix the problem they concluded we had ""old cheap plumbing that was due to break at anytime"". They offered to fix it, but for a service charge and labor--I declined. Shortly after they left one of the pipes they were working on began to leak water into my kitchen. I called and spoke to several staff members at Appliance Solutions about the broken fixtures and to inform them about the leak. They said they couldn't come fix the leak until the next day and that the faucet was on us since it was old. I told them this didn't seem right so I was told to call FRANK (the owner). He got on the phone and I introduced myself. Before I could even say my last name Frank, like a drill seargent in basic training, interrupted me and yelled ""YEAH I KNOW WHO YOU ARE!"" Then he proceeded to scream at me on the phone for a few minutes telling me his installers didn't cause the problem and that ""THEY SHOULD HAVE NEVER BEEN OUT TO FIX IT IN THE FIRST PLACE. IF I'D HAVE KNOWN THEY WERE THERE I WOULD HAVE PULLED THEM OUT"". Frank screamed ""DON'T TELL ME MY BUSINESS"" when I told him his guys caused my leak. Then he hung up on me after yelling that he'd be over to look at the leak. I called Frank back to be sure he'd be coming over immediately. He yelled that he was on his way then slammed the phone down again. At this point it was kind of comical because I couldn't understand why he was so mad. I was the one who paid him $2000, I was the one with a broken kitchen faucet and I was the one with water leaking under the sink. He did come over and fix the leak but said he'd have to charge us for the broken valves and faucet. Needless to say I won't let them touch anything now. It's unfortunate that the owner of a company would treat a customer so disrespectfully, especially after spending a large chunk of money for an appliance. I WILL NEVER USE APPLIANCE SOLUTIONS AGAIN. And recommend that anybody reading this look at the other poor reviews they have been given by customers and the subpar rating the BBB gives this company. Appliance Solutions is run by an old, grumpy, angry man with no understanding of customer service. Take your hard earned money to another company, this one doesn't deserve your business! more

When you call to make an appointment, they will claim to be authorized for appliances they are not. In fact, they can work on these appliances, but they cannot give you the warranty support-specifically MAYTAG products. If you have a Maytag product, it is in your best interest and money to have an AUTHORIZED repair center to check on your appliance. Pros: Very good at misleading Cons: Deceptive more