Worst customer service I've ever experienced. They didn't even fix my machine when i sent it in for servicing the first time and $500 later. They had it a month!!! Second time they didn't even let me know whether they received it yet nor how long it will be to repair. I would not recommend this place even though Delonghi lists them as an "authorized service center". read more

The owner just tried to physically fight me !!! They are in trouble with the SEC! Never ever go there!! I have a video recording of him trying to pull me outside to fight me !! They over charged and can't accept any credit cards!! read more

Sent in unit to be diagnosed. On top of the 100$ diagnosis fee wanted 250$ to replace some o rings. When I declined they said mandatory return shipping fee was 100$. They basically hijack your machine so they can resell it I imagine. read more

Expensive diagnostic fees and overpriced hourly service/parts ordering. Inflated numbers for 50% of the cost of machine.

Not sure why this place has a low rating they are fantastic! Super helpful, super knowledgeable, and super nice. If you need an espresso machine or anything coffee related this is the place. They also fix espresso machines. It's wonderful to find a place to fix something we spend money on these days. read more

Took our Saeco machine into this company to be fixed, and 2 weeks later, they called that it was ready. We picked it up, and noticed the silver drip tray was missing. Thomas the manager was extremely rude, saying we never brought it in, when we in fact did!!! There are about 20 cameras in the building, and he refused to show us the footage of the day we brought it in. Terrible company and even worse customer service! read more

I'M very disappointed with the quality they do on my Delonghi coffee machine $3000 very unprofessional when I went to pick up the machine didn't work and they said they were replaced the parts so I waste my time from Waco to Dallas four hour driving. they doesn't wanna test that when I asked them they say bring them back, but I'm not wasting my time because it's not the first time they work on my machine and one day tested they didn't change the parts required to change it but then once $338 to be paid plus for the diagnostic extra. read more

Very nice and thoughtful and fair. Took off one star because although they fixed the obvious problem (for free as it was just a twist of a gear) there was a deeper problem that only shows after 7 or 8 pulls which I found once it was shipped home. It's not worth a second shipping fee - i think we will just take it apart ourselves and try to fix. read more

Be aware this company is NOT accredited by the Better Business Bureau. Given the type and number of negative reviews here that is a big red flag. I called today about getting my Saeco repaired. They told me it would be $85 diagnostic fee and would take 1-3 weeks. When I asked for a more accurate estimate on time they said I could get it looked at today for an additional $95 "expedite fee." So I'd be up to $180 and have no idea the cost of repair. I think I'll take that $180 and go buy a new machine. read more

I called to ask if they could do an annual deep clean for my coffee maker and grinder. I said up front I don't need any maintenance and just the cleaning. I was told they would need to change a service fee to make sure nothing is wrong with my machine. They cannot or would not do just a cleaning so I politely declined any service and will not use them until they offer services clients want & need read more

DON'T GO THERE!!! My Saeco PicoBaristo was rinsing in the inside back tray instead of through the front dispenser as it should. I took it to RMI and explained what the problem was. They still charged me $100 to diagnose the problem. Ok. Then they charged me $300 to fix it. I got home and turned the machine on and guess what, it still rinses in the inside back tray. WORST EXPERIENCE EVER !!! read more

These guys are horrible with an unspeakable, rude and opinionated customer service. They will charge you an exorbitant and NON REFUNDABLE amount (if you proceed with the repair of course) just to look at the machine - including extra discretionary fees!! - and they will then overcharge you (2.5x) for parts (bought the same part for $37 vs quoted $91, another time the part was quoted $85 and I purchased it for $14, and so on) , and labor hours (they estimated 1.5 hrs for something I did in 20 minutes myself). Clearly they want you to abandon the unit and get one of their overpriced machines on display. And guess what? Many are refurbished, interestingly. read more

They fixed the issue, my complaint is related to their price. They replaced 3 rubber gaskets that cost under $1, and charged me $100 service fee and $342, how can they justify this sort of price gouging, 40% of the cost of the machine for 45 minutes of work. I wish them much success, but I will not bring back my machine here. read more

Huge Selection of every espresso machine manufacturer in the World!!! I was in Heaven:) They sell residential & commercial grade espresso machines... So many types of machines that I ever even knew existed!! Actually it may be too much inventory selection because there are sooo many types of machines that it took me over 3 hours of shopping until I found the perfect machine for my home. I got the WMF 800, it is a residential/home super automatic espresso machine. The "brew group" (internal components) are exactly the same as the commercial grade machine models (WMF 1300, 1400 & 2000S)!! So this machine can handle as much volume as a Cafe quality machine... It has huge power but it sleek & compact for my home:) I even got to sample how it makes coffee because they had a floor model on display and they gave me several free cappuccinos to sample! More caffeine than I needed today but it was super fun;) They also have a full service repair department and they keep a full stock of replacement parts inventory so you never have to wait for parts if you need service. If you do want to buy a machine, definitely ask for Richard! He is a stalky bald guy so you will know him when you see him... He has a dry sense of humor, so u might like it or hate it... Either way he knows his stuff. He is very direct, so just tell him what you want and he will point you in the right direction. but don't expect a lot of small talk lol;) He is the owner so you can try to negotiate a lower price off the displayed prices... He will probably grumble a lot, but I bought a lot of stuff so he took a percentage discount off the total price as a package deal. Also make sure you get some Marcuzzi Espresso beans, they made the best tasting espresso I have ever tasted. It is a perfect blend of 90% Arabica and 10% Robusta coffee beans that have ben roasted "Italian Style" (so the are not greasy) to an Espresso Roast darkness. I am a very finicky espresso connoisseur and I like to have a double short espresso with no sugar so it has to be perfect when I make it. With the combination of my new WMF machine and the Marcuzzi beans I can make an espresso with the thickest & best golden brown Crema that I every have seen.... The creme will last for over 60 seconds. And the taste is amazing, soooo smooth never bitter!!!!! Good luck! PS- Don't worry if you don't understand any of the verbiage I just used because once you come in here you will be educated immediately!! They should call this place "Espresso University!!" read more

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We've been repeat customers with our espresso machines, for years. They are highly unreliable, suspect, and have a few employees who truly have treated us like trash (last appointment, a gentleman belligerently accused my wife of trying to "get money" by asking them to fix a repair that was not done correctly). Unless you like to pour your money into a hole without knowing if there will be some positive outcome, I can not recommend this place. We wasted our money here for years, and I would highly recommend trying somewhere else (even mailing your machine in for repairs) before bringing it here. They don't care and don't seem overly competent. read more

I called them today about an issue with my coffee machine. Very poor customer interaction. All they were interested in was for me to bring this large machine in for them to charge me the non-refundable fee. Could not be bothered with any questions or concerns. I would suggest reading some of the reviews before contacting this place. Stay away at all costs. read more

I took my coffee maker in and paid $91 just to have it looked at. I'd already taken it apart. I was quoted another$285 to have it fixed. I found a motor on eBay for $35 and fixed it myself in 30 minutes. I could've saved the original $91 if I'd never taken it in. read more

Found staff cordial and helpful for repairing my machine. Was shown old part that was replaced and problem that was fixed in a day.

Please do not let these people work on your equipment. The trouble I had was that I didn't believe the machine was building pressure to make a Espresso. after the hundred dollar diagnostic fee They determined that the portafilter I had was for making coffee only and that I needed a different porta filter to make espresso. That's pretty much a visual that didn't need any diagnostic and certainly didn't warrant the $200 bill I got for cleaning descaling, etc.. I paid the additional $200 understanding that they probably had to take the machine apart to clean everything inside but while they had it apart Apparently the sensors for the Bean bowl Turned on the trouble lights when I plugged the machine in the day after I got it home. The clue that something was wrong. Was when I went to pick it up the top cover was not installed properly. Preston took my machine back to the work area and reinstalled the top cover. Apparently some wires came loose for the sensors and were installed backwards. The wires in the machine started working, grinding coffee again with no trouble lights. I emailed the photos/videos and description of the problem and my solution and asked for the diagnostic fee to be returned but of course they refused. read more

They're either unethical or incompetent, you decide... Took my $2.4k Miele there to fix a leak in the brew unit. They sit on it for 9 days, then call me with a $550 quote to "fix a broken part inside the brew unit". I research online and figure out it's likely just a matter of replacing the brew unit o-rings, which cost a few $'s. Worse case scenario, buy a brand new brew unit from Miele online for $191, which anyone can replace (like you do every month to wash it). By the way, it turns out all it took was replacing the o-rings. So like I said, you decide. read more

Brought in an uncommon machine from an obscure company, and they returned it to as-new condition. Not cheap, but this is a specialty service. Extensive showroom of new and used machines plus anything you might need for an espresso bar. read more

Spent a good deal of money to have my La Marzocco 3 group completely cleaned, gaskets replaced and tested so I could sell it. Was informed today after it was purchased and looked at by a real tech that the gaskets leaked and water spews everywhere. Will be calling tomorrow and also calling my lawyer. read more

Espresso RMI - Gasket that was replaced. - Appliances Near Me - Dallas, Texas

Very low customer service, rude and unprofessional, poor communication leading to overcharges or switch and bait fees. Similar experience as others who posted here with 1-star rating. The technician was nice and friendly, and knowledgeable. Dealing with the office was a different story altogether, absolute incompetence. Stay away from these people. I should have reviewed the feedback beforehand. read more

This place is horrible, full of high prices I got the worse experience today. I bought a 7 pieces of 3 ounces bell creamer for seven dollars each, where in other places or Internet are about one dollar I just got rip off!! But even worse, when I came back after 30 min of my purchase, they charge me 25% restocking fee that is insane and everybody has to know Customer service is very low and not professional at all! they did not care After being a customer for more than 5 years I will never come back And I will tell all my friends in the restaurant industry about it read more

Had my espresso machine for 8 years, not one single issue. 2 weeks ago I get an error message and bring it in to RMI. They tell me it's fixed after a $350 invoice and I go pick it up. The very first few days of using it, the machine asks me to empty the grounds container, i do it and replace it but the machine doesn't recognize that the tray is inserted. I call RMI back and they tell me that it's a whole different issue and unrelated to what they did to it. Wow, that is a hell of a coicindence! They told me I needed to pay another $90 diagnosic fee to even look at it. Seriously! Is customer service dead??? I'm going to take it somewhere else that values me as a customer. read more

Customer service was every bad, I try to make appointment for my espresso machine. The lady On customer service was very rude I guess was Friday the 13th. I hope store owners take it very serious. Or need to review this matter read more

Multiple expensive, painful and frustrating experiences. Spent over $6K in 2 months (8/2019-10/2019) to repair 2 commercial espresso machines and 2 commercial grinders and still have 2 of them not correct, and they will charge me again to just look at them to fix them right. One was a few days outside the 30 day warranty before we used it for the first time and doesn't grind at all (was not aware our staff didn't test it when returned, so our fault on that, but they don't stand behind their work or want to make things right for the customer). Second was an installer who said he had to figure out the hot water connection to our La Marzocco and come back but never did, and now they want money to look at it even though they dropped the ball on the install. I had a third where I was within the 30 day warranty and they still made me pay for them to fix their own errors of not dialing in our beans or setting the shots correctly which resulted in bad reviews from their carelessness. I've asked a few times for a manager /owner to call me but have never received a response. They've also fallen way short with most all communication and setting expectations of their processes. I had to make multiple requests to receive my equipment back which sat for weeks untouched at their store when I thought they'd been working on it, and they were well aware I needed it back asap for a grand reopening. I'm a local commercial customer in the espresso business who wants to have regular preventative maintenance, buy equipment, and have a good repeat customer relationship with them, and it honestly feels like they don't care and will price gauge whenever possible. This might even all be ok if at least their work was good. Then I read their other reviews and can see my experience is fairly consistent with what others say, so I can see this is a lost cause. Since I now have to pay again to get them fully functional, need a reliable vendor, have recurring future business needs, and they seem to be the only espresso repair company in Dallas as far as I can tell, I'd rather pay a company all the way in Fort Worth to come out or haul them to Austin myself than go through yet another painful experience with Espresso RMI. I thought it was important to leave my experience on a review to save other people time/hassle/money from this kind of nightmare experience, because if this is how they treat someone who spent $6K and wants to spend more money regularly with them, I'm guessing they treat everyone this way. If I find a good espresso repair vendor, I'll be sure to write them a nice review so others can click and know who to turn to. read more

I bought a "pro-sumer" super-automatic espresso machine in 2006. it was my first espresso machine, and i tended to add too much coffee to get a richer pull. After a couple of years the pump went out and, instead of shipping it to be fixed, I took the machine to RMI back in 2008 (they were at a different location then). They were polite, professional, and did great work at a reasonable price and within a reasonable span of time. Performing nothing more than regular user maintenance, my machine is still going strong 6 years and over 10,000 shots later. read more

I purchased a Marcuzzi Office Control from Espresso RMI in 2009 while living in Dallas. Great machine, reasonable price, and nine years later it's still going strong. It has a valve to switch between a water line and internal reservoir and I recently had some questions about how to make the external connection. The folks in the parts and service department were quick to respond to my email messages and provided clear instructions. Thank you! read more

This company repairs expresso machines. Repairs. Expresso. Machines. They repaired a D'longhi one-touch machine for me that was 6 yrs old and failing. I didn't want to pony up the $2K+ to buy a new unit. They brought the old one back to life - factory condition - for a few hundred. Customer service was fabulous. A couple of components got broken in transit (FedEx). Thomas at RMI helped with taking photos for the claim, provided estimates, and allowed us to leave the unit at with them until claim was settled. They never complained or charged us for the added service - above and beyond!! I've seen some negatives that appear to be people trying to park in RMI's lot then go to the restaurant next door (posted, get over it) or people who think this is a coffee shop (they do sell coffee, and cups...just not coffee in cups). Love this company - great service!! For all things coffee - machines, parts, service, etc. - Highly recommend!! read more

My wife called Miele because our dishwasher was showing an error. The Miele service rep suggested we call Espresso RMI. My wife was told they would do a full diagnostic analysis of the dishwasher when they came out--not just replace a part. And Espresso RMI said (when she scheduled the call) that if they determined the part was unnecessary we would not have to pay for the part. After the repair, we tried to use the machine and it again returned the exact same error, and quit during the rinse cycle. We reset everything, tried it again, same error. So apparently the diagnosis was wrong since the same problem persisted. Problem #1: REPAIR DIDN'T WORK So, yesterday, my wife called Espresso RMI and spoke with Jessica to let her know our dishwasher was still having the exact same problem as before they preformed the repair. Jessica said they'd be glad to send a technician out. When my wife tried to confirm that we would not be charged anything additional for them to come back out and that they warranted their repair work, Jessica said they wouldn't charge another trip charge but we would be charged labor and for any additional parts. Problem #2: FALSE WARRANTY My wife told Jessica that was not what Miele's representatives said--Miele said we would only be charged for any additional parts if it was not repaired correctly but not labor or service calls. Jessica then put an unknown man on the phone who said the technician checked it after the repair and the dishwasher was working perfectly when he left. My wife said he probably didn't wait long enough for the fault to occur because it happens toward the end of the cycle, not when the machine is first turned on. He snapped and said, "Well our customers don't want us to SPEND THE NIGHT AT THEIR HOUSE, and charge them labor hours while the dishwasher runs its whole cycle." Problem #3: OFFENSIVE RESPONSE My wife kept her cool and said, "No, but your customers DO expect you to make proper repairs during their service calls especially for nearly $300." He insisted we would have to pay for any labor or additional repairs that were required and transferred the call back to the scheduling coordinator who scheduled a second service call. My wife then called back to Miele. Their representative was horrified that a certified technician would say such a thing. He asked what kind of detergent we were using. He told us we simply needed to run a cup of vinegar through the machine to clean excess detergent off the sensor, which he suspected was the cause of the problem. We tried it. It solved the problem. So today, I called Espresso RMI Inc. to cancel the second service call. The woman I was speaking with told me she was the "scheduling manager." I asked for her name and she said Jessica. I asked why the Espresso service tech didn't do his own diagnosis. She said "Because Miele said to install the part. So that's what he did." Problem #4, OMITTED DIAGNOSIS I told her the Miele representative only guessed about the cause of the problem (the best he could do over the phone) and that he noted the part number in case it was needed. I told her we no longer needed them to come out again because the problem was fixed with a cup of vinegar so apparently the $277.54 we paid was unnecessary. She said, "How do you know the part they replaced wasn't the problem?" I said because after it was "fixed" we ran the machine through its full cycle twice and both times it reported an error. Exactly as before. But when we ran a cup of vinegar through the machine the machine resumed working perfectly. I also told her I had another problem with the bill. It included $97.50 for the unnecessary part, $79 for labor, $69 for a trip fee, $14 for "truck fee" and $10 for "misc fee." I asked what "misc fee" was for. She said, "screws, lubricant and gloves." I said he didn't wear any gloves, he didn't use any extra screws, and he didn't use any lubricant--I was standing there. I even supplied my own towels to soak up the water. She said, "Maybe he should have licked up the water." Problem #5: FALSE BILLING Problem #6: OFFENSIVE RESPONSE The service tech who came out was nice. I asked him if they did special training for Miele equipment and he said, "No, it's all just logic basically." Apparently they use an apprentice system and just learn from each other. Their website states, "Their service technicians are factory certified to repair and maintain coffee, tea and espresso equipment from all leading manufactures." The Miele representative was shocked to learn that Espresso RMI's technicians were only apprenticed but not specially trained. Problem #7: OMITTED TRAINING Problem #8: FRAUDULENT CREDENTIALS That is a lot of red flags coming up in one single service call. UPDATE: Chris, the Service Manager offered to take our machine apart again and put the old part back. Then refund our money. Seriously? read more

Less than one . NOTHING .Stay away from this place. They charge 85$ just to diagnose the issue in repair , and it DOES NOT go toward the repair if you proceed. This is twice the charge of other repair centers who put this amount toward the repair, When asked for a recent , in the past year , Delonghi 3300 Exprsson machine repair that I could have A rec from , he refused to even ask any customer if they would gve a rec . He then said they " dont rec repairs for more than half the cost of their machines " and " we give you 50% off of a new machine ... " yes they dont want to repair so you buy a 1200$ machine from them .. Man is rude . Delonghi ought to know what kind of person is associated with their name . read more

Repaired my Rancilio Miss Sylvia espresso machine to my satisfaction. Paid an estimate fee to diagnose the machine ($85 or $90), then $174 for the repair. The cost included $89 for an hour of labor plus some parts. The machine works well now. It took a couple of weeks which was fine. read more

We have been loyal customers of Espresso RMI for many years. They have done an excellent job of repairing our espresso machine and we have not found a better espresso bean than the Marcuzzi brand. Even after we moved to Austin, we still use RMI for machine repairs and we order the Marcuzzi coffee beans by the case. read more

Friendly, good service. Ive been using these guys for years for repairs and have bought a new machine front them and I buy esspresso monthly from there. Good selection of machine of all types. read more

I bought a cappuccino machine a few years ago and just started issues. The team serviced and repaired the machine very quickly. Great customer service and fair price. Bought their espresso beans and it the best cappuccino I have ever tasted! Thank you read more

Called to get the cost of the repair on the expresso machine. Not a bad price to get fixed but could be more after he started repairing it. The tech was not very nice and I asked him a question and he hung up on me. The manager apologized but to late by then. Anyway, lots of machines but not very good customer service. read more