STEER CLEAR! Stay far away from this company. I had a leak from the water line to my refrigerator. Austin came here and diagnosed the problem. He said that he needed parts and asked for money to pay for them. He got a check for $350 from my friend who was at the house. Then he called me to say he needed $300 for the job. I thanked him for coming out to Montross from Colonial beach, and sent him $325. ( with $25 as a tip). Austin never went under the house or turned off the water to the refrigerator. Instead the water to the house was turned off. So $675 paid and no service delivered at all. Then Austin was hospitalized, and couldn't come out. No response to the request to return some of the money paid... I understand paying for a service call, but this is terribly unjust! Better business bureau and small claims court I guess? Why must folks take advantage of customers? read more

Took my money, never came back. No show appointments. Always a health issue. Buyer beware.

Gray's Appliance is very professional, knowledgeable and the best in their class! My dishwasher stopped working... Mr Gray's work is done with excellence and his response time is punctual and I highly recommend this business. Their customer service is second to none.The quality is consistently outstanding, exceeding my expectations every time. I am completely impressed with his service, his professionalism and customer service. The best in town! Mr Gray is not only friendly but also highly skilled. Pricing is fair and transparent - definitely value for your money. Efficiency and punctuality are hallmarks of their service. You can't go wrong with this company! Thank you Mr Gray for your commitment to excellence! read more

We had a scheduled service and paid a deposit to hold the reservation. The appointment day came, as did the time window for service. After not receiving a call or text, we reached out only to find that they were not coming "due to an emergency". We never received a cancellation notice and are now waiting for our deposit to be returned. We will never use Gray's as they were VERY unprofessional to not contact a customer if a cancelation was needed. read more

My experience sounds very similar to other reviews. Austin came out to check out my oven that wasn't working. I gave him money for coming out and diagnosing the problem and for a replacement part. HE NEVER RETURNED! He was very hard to get ahold of. A couple times I was able to reach him he said he would come out the next day but of course he never did. He refused to refund me for the part I never received. This went on for several months before I ended up finding another company that was able to quickly make the needed repairs. read more

I would NOT RECOMMEND THIS COMPANY FOR CLEANING MY TOILET MORE LESS TO WORK ON MY APPLIANCES. The following are a weeks post from me and AUSTIN. Good morning Austin I'm stuck at the Va in Richmond won't be home until after 1 on Friday if that works for you if not we will have to reschedule That's fine Ok Austin I just got home are you planning on today or another day Yeah I'll be out that way this afternoon Austin shows up tells me $290 Please understand I sent him the model numbers and model codes on the display he stated he knew what the problem was and would order the parts on Monday after arriving it's $290 and he will be back on Monday. A bit confused I texted the following Here's a question if you had an idea of what the problem was and serial numbers and you went ahead and ordered the parts why would you come out without the parts to say yep that's the problem. And then charge me to come back with the parts and fix it after they come in? Now I'm a pretty reasonable fellow but some how I can't justify that. Is that the way Gray operates? And then charge me $300 part is $100 service charge 100 to be deducted from the bill is what I was told. And then $190 for labor total $290. So you're telling me total $390 for a deck lid replacement??????? His replies That was never said sir, I came to confirm the issue, which is a service call you would've been charged for regardless of me showing up with parts or not. We don't charge less for being more efficient. There are no hidden fees, $100 service fee parts and labor from there that was always stated, I told you the service call rolled into the total never said the service call would be deductible I guess I'm just ole school I like to pay for what I get. But ok I can refund you $45 and you can call someone else if you're that unhappy with my service. See you when the parts come in. Monday Good afternoon any idea of when you might get by? I'm still stuck in DC won't be able to get there tonight Tuesday no communication at all Wednesday 8:25 Good morning when are you coming back? Noon Hey Austin I'm sure you're aware it's Wednesday and you missed our Monday install. Would you please update 3:45 a post from his facebook I pride myself on being timely precise and reliable Qualities i can count on ???? Do I see that on your Facebook page. I sure would like to think so. 4:33 Sir I've been in the hospital all day with my girlfriend , didn't have my phone on sorry. You've blown up my phone all day it seems like though? Hey some communication would be appreciated that's all I've asked for Thursday 7:53 Good morning I hope your girlfriend is much better today. What plan do you have for finishing up this washer? 2:58 Once again communicating is strong in a service type business I've found. How about getting in touch as I'm a business man as well. My time is just as yours. You know what how about I take a screenshot of all the posts in this text and then post it to your websites and let the community know just how I am being treated. Either you can come do the job I've paid a deposit or get in touch with me regarding that. Or you leave me know choice but to contact my credit card company and post on your site. So know that if by the end of this day 6pm I haven't heard from you. Just what direction you want me to go with. Do a good job get a good review I have still been in the hospital and not near my phone thanks for being considerate like your washer is more important than my family. And are you actually serious you know know what I'll give you a full refund when I get home! You have been the most annoying customer I've ever had, I never said Monday just like I never said the $100 would be deducted from the service call, call good luck! Ill refund the $45 now Put a review up I have the text messages too. You paid for a service call. I sent a refund for $45 which was the deposit for parts. I'll respond with screenshots to your review if need be. You've given me nothing but issues since the get go. You've given me nothing but issues since the get go. Diagnostic fees are non refundable, but you know what I don't need you money, I'll send the full refund just for you I'll personally drop it off at your house No I'm not home out of town for the holidays sorry. You can refund same way I pay it. First off I was at church discussing you and they said I should pray for you. And be a gentleman. But after listening to you and just how rude you are I'm going to take it to your level and let the world decide You're a liar, first you're out of town, now you're at church and excuse me but I'm a Christian and I would never speak to anyone that way after church The phone calls from Austin and the name calling was a bit much for me to listen to. That's why I decided to inform the public just what type of a person he is. read more

If I could put zero stars i would. He is not professional in any way, and he does not communicate well at all. We had to chase him down to get our washer motor replaced, and that was not even the problem. Then he tried to scam more money out of us by saying it was another expensive part without coming back to look at it. We hired a real company to come assess the washer, and they diagnosed the real issue that ended up being a cheaper part in the machine. He ripped us off once and tried to do it twice. read more

It is now June 17th--Austin rarely answer my texts, still has not responded as to whether he bought the parts with my nearly 1K, or if he has my money. read more

Austin came to Alexandria to repair my Meile dishwasher. Finding Austin was like finding a diamond. It isn't easy finding people who work on Meile dishwashers and who do not charge Meile prices. I feared Austin would laugh at my 20-year-old dishwasher, but the handle was coming off the machine. Austin tried to adjust the tension of the springs but discovered the springs had broken. I had worked around the "spring" problem for more than a decade. Given the expense of the repair, Austin advised me not to repair the springs and, instead, to continue using the dishwater until the machine stopped cleaning dishes. Bottomline: Professional and honest advice at reasonable prices! read more

We had an absolutely terrible experience with Austin. It takes a lot for me to leave a negative review especially for a local business but this experience warranted one. In Nov2024, my washer began to shake loudly and my dryer would not consistently heat. The dryer would heat sometimes but not all the time. Originally I was going to schedule an appointment for a Kenmore tech to come out but decided to see if there were any local appliance repair businesses I could contact instead. I came across this business and thought the reviews looked promising and was happy to support a newer local business. My experience started off bad and, looking back, I should have canceled from the beginning. Austin scheduled and canceled 3 times before even coming out for the first time. Once he came out (a week after originally scheduled) he mentioned he would be back within 2 days to install the required washer piece and after researching the dryer issue. He never showed but after my partner followed up, he assured he would be out in a few days. Once Austin made it back, he could not diagnose the dryer issue because it passed all the checks. Nonetheless, he decided to change the heating element and said it was worth a shot even though the current one looked fine and maintained continuity. I was fine with this approach because he also mentioned he would re-install the original heating element and not charge us if the element was not the issue. After testing the dryer for about 30 minutes, the dryer still was not heating, but then it miraculously did! After so much back and forth, I was just hopeful it would continue to heat consistently and we would have a working washer and dryer again. I paid Austin about $600 in total to repair both units. Before leaving, Austin told me to contact him if the dryer stopped heating again because labor was covered for a month and parts were covered for a year. The dryer stopped heating again a few days after his last visit but after our initial experiences we decided to wait and contact him after the holiday season since we were now in December. Unfortunately, when both my partner and I tried to call and text Austin, both our phone numbers had been blocked from calls/texts. I'd never experienced such behavior with a company before or even heard of anyone else experiencing such behavior! Also, I was completely dumbfounded as to why he chose to do that because I was always polite and understanding especially when he couldn't diagnose the issue with the dryer because I understand how difficult troubleshooting can be at times. In addition, we were accommodating when he canceled due to a friend's death, Covid diagnosis, and hospitalization due to pneumonia. We were trying to contact Austin to request an itemized receipt because we never received one, and to let him know we were able to fix the dryer ourselves after a quick Google search so the new heating element was not needed. The issue was actually a faulty contact in the timer. Since we live in a small town, my partner also tried contacting him on both his business page and personal page with no response. This is not how you handle business and is extremely unprofessional. I would caution anyone to be weary with their time and money if choosing to use this business. read more

My LG washer stopped working, and Gray's came out the next day and fixed it. It was a relief to be able to get an appointment so easily and quickly. After requesting a description and photos of the problem via text before the appointment, Gray's came prepared with the necessary part, saving a great amount of time in repairing the problem. read more