CRASH OUT- Screen shot the insane business owner melissa I'm writing to report a very poor and unprofessional experience I had with your contracted repair service, Custom Tool Repair. I drove from Tracy to Fremont to drop off my carpet cleaner for repair. When I arrived, Melissa informed me that Abraham was at the shop, but it took him about 30 minutes to come outside. Doors locked, windows blocked. When he finally did, he seemed unaware of why I was there and gave me a receipt with no shop or contact information. After two weeks, I was told that my machine had been fixed and was ready for pickup. On the day I planned to pick it up (Monday), I was called into work early and informed Melissa that I'd return the following day--she agreed. Around 9:00 PM, Melissa texted me saying I could pick up my machine in the morning because Abraham would be sleeping at the shop and would be there. However, around 1:30 AM, she texted again saying there had been an accident and Abraham had to go to the hospital. I told her that was fine and asked if someone would be available the next day. She said she would meet me at 4:00 PM. When I arrived at the shop the next day, no one was there. I called and texted multiple times with no response. At that point, I filed a complaint with Rug Doctor about the contractor's lack of professionalism. After Melissa found out about my complaint, she began sending me a series of angry and inappropriate text messages over the next 30 minutes. She expressed anger that I had reported them and stated, "At this point I could care less about being a professional." She then insulted me multiple times, telling me I had "zero common sense" and calling me "insane." When I told her that I would include our conversation in an online review, she threatened me with legal action and even threatened to contact my employer for reasons she did not explain. She also said I was "lucky" she didn't leave my carpet cleaner outside her shop. After some time, Melissa appeared to realize how unprofessional she was being. Her tone shifted from angry to sarcastically polite, and she said she no longer wanted my machine in her shop. She asked for my home address so she could drop it off personally. I refused, and she suggested meeting at a neutral location (a Walmart) instead, which I agreed to simply to retrieve my machine. SHE ALSO DRAGGED HER 3 CHILDREN WITH HER TO MEET A STRANGER...inside of her red mini van is DISGUSTING. When we met I told her I didn't have anything to say to her, Melissa mockingly thanked me for my military service, saying, "I'm sure you kept us really safe." For context, I am a 100% disabled veteran with 10 years of military service and two combat tours. I have never been treated with such disrespect in my life especially after serving my country. Unfortunately, when I got my machine back, it was still not working. This entire experience has been extremely disappointing, disrespectful, and unprofessional by far the worst customer service I have ever encountered. I hope Rug Doctor will review this situation carefully and reconsider its relationship with Custom Tool Repair. AVOID AT ALL COST read more

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Just got off the phone with Melissa regarding repair of my older, but relatively unused pneumatic Ridgid brad nailer. It wouldn't fire properly, but after a minor consultation with her, and her subsequent offer to meet me half way in Morgan Hill for a customer tool pickup to be repaired, she got the nailer working again. The consult saved me money and time. I was very impressed with her professionalism and willingness to assist. read more

Custom Tool Repair - Appliances & Repair Near Me - San Jose, California

This shop is in Fremont now by the way. And they've changed business licenses twice in the last eight or 10 years. And the chief technician, Abraham's name, is no longer on the business license. Everything you read about the one star reviews and then some. I have an Ego Zero turn mower that is $6000 that needed service. I talked to them back in April. I didn't hear back from them so I called them in May. The man Abraham, blames his wife Melissa for losing my phone number. What? If you have a service call from a manufacturer, you just call them back and you get the phone number of the customer. How hard is that? That should've been a red flag. Communicating with him about dealing with my Mowers pick up, which: I had to help him lift this several hundred pound mower into the back of his van. He doesn't even have a trailer, trying for the next couple of weeks to figure out what the situation was with my Mower. Never getting any communication from him unless I bug him three or four times a day every day, I finally decided to have them bring my mower back. Which took two or three hours longer than they said it would. I got it back at 11 PM when he told me at 8 PM it would be there in 45 minutes. There was a chance that I might have let them work on my mower once the mowing season is done, as long as it was running. But it came back, barely functioning. And the next day it literally stopped working completely. So I told Ego about the situation because I was not happy. And once they told Melissa and Abraham that they were no longer working on my Mower she sent me this nice unprofessional text message in the picture. I'm gonna have to wait weeks for another, busier, more competent service shop to take care of it. Everything about this experience was really unprepared and unprofessional. read more

Custom Tool Repair - Melissa sends me an unprofessional text after Ego canceled their service contract with me - Appliances & Repair Near Me - San Jose, California

My Makita Chop Saw I've been using professionally for 25 years (and which is basically irreplaceable) had a problem with the switch and needed other repairs to get it working again. Custom Tool Repair went to the trouble of locating a new switch even though it's not really available anymore. Saw works great now! I am a happy customer. p.s. don't be fooled by the low-rent look of their store. Call them if they don't answer the door. They might be in the back..:-) read more

On June 4, 2020 Abraham's wife picked up two tools from my home on her way to work, one an electric Reciprocator, I've had for many years and no longer available, and a battery operated pole saw, fairly new. When I phone and Abraham picks up the phone, he says he will deliver it to my house the next week. He never shows. He still has my tools and it's been almost a year. I'm afraid I won't get them back! Sidney PS They are no longe on Mabury. I'm told they are in Fremont. read more

Because of the pandemic and parts shortages, it took a while for Custom Tool Repair to complete the service of my EGO lawnmower, but that was not their fault. Melissa and Abraham were very responsive and did their best to expedite getting the parts. However, when the manufacturer could no longer guarantee a reasonable date when parts would be available they provided a substitute lawnmower with a new warranty. I am very pleased with the commitment to customer satisfaction that they showed me and will happily do business with them again. read more

Downgrading my review. The generators stopped working within the next 2 weeks and Abraham is not returning the calls. read more

terrible experience with these people, they told me that they would inform me that same day about the problem of my air stapler. for two weeks passed without any answer. I talked to them and they told me that the part did not arrive, I spent the other week and they told me the same thing that still did not arrive. the third week passed and neither. I got tired of talking to them until I made the decision to go for my tool without serving. The call did not come back to me, nor did the messages or texts correspond to me. Horrible service. read more

I had a horrible experience with this "company". I understand that the guy is just trying to survive. His family lives in the one room business office. But he couldn't provide service in any reasonable way. I dropped off a Makita reciprocating saw. He said he would have the part within the week. He got the part on time. But it took him a week and a half after that, a wasted trip on my part to his office and a whole lot of phone calls to get the saw back after that. He discounted the price $5 to make me feel better but the damage had been done. I could have bought a new saw for the time I lost getting this one fixed. He is a nice guy and he tries hard but he has no business or service sense and has a hard time getting it together. The worst part is - the part didn't work and there was no working part available. read more

Mellisa is an angel. I had a problem with my new Metabo/Hitachi framing nailer and she simply took the time to show me that the problem was that I loaded the nails incorrectly. Between messaging me with the instructions before and after my visit to her store, and the time she spent with me at the store, she refused to charge me for her time spent. She said that it only cost her time and nothing else. A week later, I called her for help with my Paslode finish nailer. She again took the time to diagnose and tested the nail gun and told me all I need is a new battery and new fuel cell. Same thing, she refused to charge me for her time. Between these two nail guns, I went to see her four times, texted her a whole bunch. And, not a single time she accepted a payment. She promptly messaged me back and returned my calls every single time. She truly is an honest worker and such a god-send angel. She will continue to be my go-to person for any tool repairs that I need. read more

The folks at Custom Power Tool are very friendly. They returned missed phone calls and clearly answered my questions. The lady at the shop is very thoughtful. She promptly contacted the manufacturer for my drill's warranty issue and even mailed the item to my home so it saved me a trip to the shop. I would highly recommend this shop for any power tool services. read more

Hey Craig F.... When you want to write a review, specially a bad one... Why don't you write and let everyone know that you brought your jack hammer in on August 27, 2010... That ridiculous repair was was authorized by Bosch themselves that your bolts had cut into your cylinder so bad we had to change it... Its not our problem if your men tried to work on the tool and messed it up so bad... that you had to come to us... Second let everyone know that you bought a USED JACK HAMMER that was a RENTAL from HOMEDEPOT which they SELL AS IS... Let the people know that you came back on November 3rd 2010, saying it was not hammering hard enough... HMMMMM anyone that has a problem after a repair comes back RIGHT AWAY... they do not wait 2 months later and then come back saying it does not work... read more

One of the best tool repair shops around. Quick turn around time and professional service will every visit and phone call. No matter the issue she always finds a way to solve out problems. Myself, and two other individuals repair tools for our organization. It nice to know a place is just as thoughtful and knowledgeable as we are. read more

Took a while to get my nail gun repaired as they had to order the repair part from Hitachi and then install it. They have a small staff and are very busy but were always helpful and friendly. read more

I was extremely pleased with the service received from the folks at Custom Power Tool. I had an electrical issue with a Mitre saw that they promptly fixed. I was also surprised that they only charged me a modest service fee. I would highly recommend using this business for any power tool repairs. read more