Foothills Appliance Repair

Worst company ever!

On 4/26/16 5:03pm I called and spoke with Blake from Foothills Appliance Repair. We spoke for only two minutes. During the call, he quoted me $49.00 to come out and determine what was wrong with our refrigerator (filter issue). I confirmed the price with him and set an appointment for the following day for him to come. The next day 4/27/16 he came out. My husband explained everything he had done to try to diagnose the issue, and Blake told him that’s the steps he would have taken as well. He did not know what the issue exactly was, and kept going to his vehicle for long periods of time. My husband basically did all the work for him. Finally he cleaned up and presented his invoice which he explained to us… there was the $49.00 charge and there was an additional charge for $88.00 totaling $145.22 with tax. He stated that the $88.00 charge would cover next time and he is going to order a part that he thinks will work. That way, we don’t have to pay anything next time. He will just come in and swap it out. He said it will take about two weeks to get the part in. We agreed and paid.
We decided to follow up and call him on 5/9/16 3:11pm, since we never received a call to schedule another appointment. My husband left messages. Finally he answered and asked my husband to text him our information and he’d call us back that evening when he gets into the office. We never heard from him, so my husband sent him a reminder text message that night. Still nothing. My husband finally decided to call again on 5/12/16 10:54am and 5/13/16 2:10pm. Eventually he picked up and explained that our part was not available and that he’s trying to track one down. My husband got upset, being that it’s been two weeks and still they don’t have the part, meaning we’d have to wait another two weeks most likely, and all the while he never called to give us the update. Also the whole time, we weren’t able to get filtered water from our fridge. Blake said he will find the part and let us know when it was in. On 5/24/16 10:45am still not having heard from Blake, my husband was getting very angry thinking that we were taken advantage of. He called and left three messages that day, advising him to call us immediately.
Finally on 5/29/16 2:17pm (OVER A MONTH LATER!), my husband called and got ahold of Blake. He stated that they sent him the wrong part and he had to send it back. My husband told him that we already paid for the next service call and Blake said that wasn’t true. He stated that the $88.00 was his hourly fee for “working” on our refrigerator and the $49.00 was the fee to come out and diagnose it. We began arguing with him, because we confirmed the fee via phone when setting the appointment, and he never once told us that there was an additional fee for labor. We explained that he told us the $88.00 fee was to cover next time, per what he told us during his visit, but he denied it. He then stated that he’s doing everything he can and it’s not his fault that they sent him the wrong part. We even told him that because he’s left us hanging for a month, we haven’t been able to get pure water from our refrigerator the entire time. He replied that if we had the bypass plug, we could get water, but it wouldn’t be filtered. The “bypass plug” he is referring to, is a part that he was supposed to order for us, but never did (or never contacted us about it). We explained how we’ve tried contacting him numerous times and left many messages, but he’s “leaving us high and dry by not getting back to us”, and he denied it stating that he did explain to my husband the issues they were having. We kept stating how many times we called, and how he never once called us back. He refused to refund the $88.00 fee stating “that’s what we charge everyone”, regardless of the fact that we told him he never disclosed that and led us to believe we were pre-paying for the next visit. Towards the end of the phone call, we advised him that if he didn’t refund us, we will leave bad reviews and contact the Better Business Bureau. He became arrogant and rude and said that he’s been in business for 25 years and our review won’t do anything to him. We replied stating, “25 years and you haven’t learned to call back a customer, and leave them hanging?” We eventually hung up on him as he refused to work with us at all.