I have a 2023 Frigidaire that stopped freezing properly, so I filed a warranty claim. Frigidaire assigned One Source Appliance for the repair. While the technicians, Anthony and Matt, were polite and professional, the dispatcher, Kimberly, was unhelpful, dismissive, and displayed a poor attitude. She should not be in a customer-facing role.
During the first visit, the issue was diagnosed, and parts were ordered. When the parts arrived, the technician accidentally broke one of them during installation and had to order a replacement. He informed me that someone more familiar with my model would handle the next visit.
The next technician arrived but discovered the wrong part had been ordered. Another part was ordered, but again, it was incorrect. This cycle repeated multiple times--three additional visits in total--with the wrong part sent each time. I now have five boxes of parts sitting in my home.
When I called One Source for an update, they told me to contact Frigidaire. Frigidaire then called One Source Appliance, who claimed the correct part was on backorder. However, no one at either company seemed to have accurate information.
After waiting over a week, Frigidaire informed me that One Source had closed my service ticket--without updating me--despite previously promising to ensure the correct part was ordered and to follow up. When I called Kimberly to express my frustration, she disconnected the call while both I and the Frigidaire representative were on the line.
Based on this experience, I cannot recommend One Source Appliance. They need significant improvement in communication, accountability, and customer service. In particular, their dispatcher, Kimberly, should not be handling customer calls. read more
