Interstate Appliance Service Company Inc.

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Interstate Appliance Service Company Inc. repairman came July 2nd to fix our refrigerator. He said he needed to order a part and will be back to install it "by end of next week". Here it is August 12 and we have not heard a peep from them since. They ignore our phone calls.

Jared from Interstate was very professional and knowledgeable. My appointment was confirmed via email and I was sent a text to confirm. He was on time, appointment was between 8am and 12pm and he showed up at about 11:00am and it had been snowing. He fixed our gas range problems under warranty, fixed helped us with our dishwasher, and advised on some warranty issues with our fridge. I would definitely call Interstate in the future.

Don't ever use Interstate! The owner has 6 complaints filed against him with the Better Business Bureau.



I called my warranty company for a broken washing machine on November 28th. They contracted the repair to Interstate Appliance, and schedule a repair for December 6th between 8 AM and 5 PM. I was told that Interstate would call to confirm the appointment and narrow down the time window on the 5th.



Intestate never called on December 5th to confirm my appointment time. I called that night talked to their message service. They didn't call back.



The techs arrived at 1 PM on the 6th, spent a total of 15 minutes checking the washer, and told me they didn't have the part necessary to fix the machine in their truck, but could order it. They said that the parts should be in by the end of the week, and their office manager would call to reschedule.



One week later on December 13th, I called Interstate to see if they had received the part. They promised to pass my message on to the office manager. She never called back. I emailed them and was told by Kaylyn that due to the upcoming holidays, even if my part arrived in time, they wouldn't have enough techs to come service the washer before Christmas or even New Year's.



Via email, I informed Kaylyn that I had been waiting for service since November 28th, and that a wait of over a month was unacceptable. She scheduled an appointment for December 22nd between 8 AM and 12 PM.



On Wednesday, December 21st, Kaylyn called to confirm the appointment.



At 11:45 am on December 22nd, my girlfriend called the message center for Interstate to ask where the tech was. Kaylyn called back promptly and told her that she had called and emailed me first thing in the morning at approximately 8 AM to cancel the appointment because the part fell off the truck and shattered.



I never received a phone call that morning. The time stamp on Kaylyn's email was 11:09 AM, three plus hours into the service window. I called the message center asking for Kaylyn to call me back, and she never returned my phone call.



I had to email Kaylyn to find out the explanation for the missed appointment on the 22nd. Kaylyn apologized for the 'broken' part, and insisted she called the number on file. When I pointed out that she had called that same number correctly the night before, she said she must have misdialed. She said she would order the replacement part immediately, and it would take 7 to 10 business days to ship to Interstate, at which point they would reschedule. With the Christmas and New Year's holidays, the tentative arrival would be somewhere between January 6th and the 10th (despite January 3rd and January 9th being 7 to 10 business days after the December 22nd.)



I asked to speak to her manager or the company owner to voice my frustration with the delays, and she promised to pass all information about my case to her bosses.



On December 27th, I still hadn't heard from either the manager or owner. I emailed Kaylyn to find out when they would be in contact with me. She became quite hostile, and insisted both her manager and the owner were always out on calls and far to busy. I asked her if they had cell phones, and to pass my number or email address on to them so I could deal directly with them.



I told her if I didn't hear from them, I was going to speak to my warranty company about the lack of service. She emailed me back later that afternoon to say she had spoken to the warranty company and everything was fine, I could do nothing to change the situation. She reiterated that the part was on its way.



I spoke to my warranty company on January 11th, and they contacted Interstate Appliance to see if the part had arrived. The office manager told them it hadn't arrived yet.



The second call to Interstate Appliance yielded the promise of Interstate calling me by January 13th, when the part was supposed to arrive.



Interstate never called me.

I was given an appt for Monday to repair my washer. When I called Monday morning to see if thy were coming in the morning or the afternoon I was told thy do have my information but I did not get put on their schedule of Monday. The man on the phone told me they would be out on Tuesday, it was a good thing I called. They did come out on Tuesday morning and fixed it. I ask him to look at my dishwasher that I just started to have a problem with, he listen to it said he knew the problem but did not have time to fix it that day. I understood. He asked me to all Wednesday morning as the girl in the office was out sick. I called Wednesday morning and the girl told me to call back on Friday that she had people she need to schedule appt for already. I said can't you put me on the bottom of your list of people because if I call back on Friday I will have more people ahead of me on your list than you do now. I said if you put me on the bottom of your list and tell me you will call me when you have worked out the schedule for next week and that it may take a couple of days for you to get back to me, you then have a chance of keeping me as a customer but if you tell me to call back on Friday then chances are I will call someone else rather than call you on Friday. She said that is the best she can do and if I did not want to call her on Friday to call someone else. I asked her if the normally just turn customer away rather than trying to keep customers at that point she said she could give be an appt in 2 weeks from now. When normally you can get an appt within a couple of days. I don't think so. I called Leominster Appliance and they will be out later today. I would never call Interstate again.