Technician Michael was excellent! He fixed our whirlpool gas…read morestove. Great service, very helpful! THANK YOU!!!

If I could give less than 1 star, I would, this is the worst customer experience I have ever had…read more I have not had a working washing machine for almost a month. I had the extended warranty through the manufacturer for my Maytag washer that is under 2 years old. It started with the machine not draining after the rinse cycle. Maytag arranged for Sharper Service Solutions to come out and repair it. Initially there was no issues other than the 1 week wait time for someone to come out. Joshua comes out and evaluates the machine, but brings no parts that could potentially fix it same day. He orders the parts ( a motherboard and a water pump) and we'd have to wait another week for them to be installed. Fine. First red flag, he didn't even bother to help my husband drain the standing water in the machine. He just left. He returns on the 16th, replaces those two parts and the machine still does not work. Orders another part and at my husbands request, drains the water from the machine because it was smelling up our entire basement. Joshua orders the wire harness and would be back to fix it that following Tuesday (the 21st). The wire harness arrives to our house and Joshua replaces it. He says that everything should run and he calibrates the machine, tells me that the diagnostic cycle ran and that everything should work fine now. I was so excited I threw a load of wash in and guess what? The drain cycle never stopped. It ran for four hours, and when I tried to just drain the water with the drain cycle, that didn't work either. It just kept rinsing then draining, then repeating itself until I manually unplugged the machine. I called the office and this is where everything went to hell in a handbasket. I told Mary that the machine still isn't working and Mary (one of their receptionists?) told me that someone would be out on the 28th at the earliest to re-evaluate the machine. I reminded her that this has been an ongoing issue for us lasting longer than three weeks, she said she could put us on a cancellation list, but that was what they could do. Joshua comes back out on the 28th and says that we may need another motherboard and that sometimes they can be defective. He recommended that we call whirlpool and just let them know what is going on so that we wouldn't be wrongfully charged, but he said that we would not have to do that, that his office would get in touch with whirlpool. So I did what he recommended, I tried call whirlpool, couldn't get through, so I called the office number of Sharper Service Solutions and told them that I couldn't get through to the manufacturer but that the technician (Joshua) said that the office would take care of it. Mary, outright disagreed with me and told me that I had to call Whirlpool and "request a new dispatch" to order the new motherboard. When I questioned her as to why I would do that when they ordered the parts the last three times we needed them, she stated that the account holder of the warranty had to order the parts. WTF? How did I get parts twice before this? She kept repeating the same thing, for privacy purposes the account holder had to request a new dispatch. I finally get in touch with a lovely woman from Whirlpool, I explain to her that I need a new dispatch. She gives me a number for the work order. I call SSS's office back with the work order number. SSS informs me that my encounter with the work ticket was closed, but won't say who closed it or when it was closed. I give them the work order over the phone and via text, the confirm that they have it and I thought that would be the end of that ordeal. NO. I receive a text the next day that they don't have the work order assigned in their portal and that their hands were tied. They recommended I called the Whirlpool supervisor when I requested   to speak to their supervisor. Once I was able to get a hold of the SSS supervisor, they repeated the same thing, that they needed me to call whirlpool to get the new dispatch, and that they could not see anything on their end. I called whirlpool again, spoke with Leo, who said that the work orders were time sensitive to be accepted and he gave me a time and date and confirmed that it was Sharper Service Solutions that accepted the work order. Whirlpool ended up sending the job to a local competitor who has already delivered on a better customer experience than SSS. This experience was so horrendous, in that the only way this could be rectified is by them delivering a speed queen washing machine to my door with a bow on top.

Sturgeon Family Appliance is everything you hope a local, family-owned business will be. They're…read moreknowledgeable, fair, friendly, and genuinely so helpful. Every interaction feels personal, like you're talking to people who actually care about solving your problem rather than just making a sale. I brought in a piece from my washer that couldn't be fixed, and we couldn't find a replacement part anywhere. Instead of brushing me off or trying to upsell me, their team went above and beyond. They took the time to look it over, explain what was going on (a rat was eating my washer!!!!!!), and even suggested a few ways I might be able to fix it myself. And the best part, their advice worked. It's rare to find a business that's this honest and this committed to helping people. Ten out of ten would recommend them to anyone in the Rogue Valley looking for appliance help or expertise.

I had an appointment with them today. I waited for them to call or show up and even text them…read moremultiple times to confirm they were coming. They replied that they were (photos will be posted) but never responded again. I have to start my search to find a repair person again and wait for them to obtain the part and make it out. This will cost me time as well as money at the laundromat. A call or text to reschedule would have been appreciated.