American Appliance Heating & Cooling

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I had one of the best experiences with a gentleman (Jeremy) who came out to fix my water tank. He did an excellent job, was very professional, and went above and beyond the call of duty. I would definitely contact them for future repairs based on the great experience I’ve had with his professional work.

Our furnace thermostat needed replacing today (04.10.15) under the DTE Energy Home Protection Plan. They sent out American Appliance to handle the job. "Randy" (AA's service man) was nice, polite, fast, and fixed our problem quickly! He did a great job! Note: AA did IN FACT call us 10 minutes prior to coming as promised by the DTE Energy rep, so I'm not sure why some people are not getting the calls. This is the 2nd time in the last 3 years or so AA has been out to service our furnace under the HP Plan, so we've had nothing but great experiences with them. - JD

I'm choosing 4 instead of 5 at this point as I'm not 100% sure my refrigerator is fixed yet; but wanted to leave this review before I forget.

AA was sent out as part of my DTE Appliance Service Plan when my refrigerator stopped working I called on a Sunday and they had a tech at my house 2 days later. Though the window of time 12-4 was not kept I get it, service repair techs run into unexpected stuff all the time and most times the schedulers forget to add drive time into the techs schedule. Though they didn't keep their time slot they were FABULOUS at communicating with me the whole day, I spoke to the office lady 3 times when she would call to keep me apprised of my techs schedule. First call came immediately when they knew he wouldn't be here in the time slot.

He arrived fixed the thermostat and went on his way. No reason for him or us to believe it was anything but the thermostat. Diagnosing appliance breakdowns isn't always easy. Unfortunately that wasn't it and the refrigerator still didn't work right, I called the next day and they were great in responding "no problem we can have him back out tomorrow." Without knowing a time yet they promised to call in the morning to let me know when his schedule.

They followed through and called just after 8am to let me know the tech was enroute. He arrived and has now replaced the timer. Let's hope this is it. If not I have no doubts they'll make sure to send him out again. Appliances aren't always easy to diagnose and I get that, so I refuse to blame the tech for not knowing immediately what the problem is.

Reading a lot of these reviews seems as though these people think 1-they're the only customer this company has and 2 -that a technicians job is an exact science and they should be psychic and 3- that a technician will never run into traffic or problems with a repair making their schedule perfect. Well, I'm a realist and know darn well none of those apply when it comes to complicated machinery or me!

My washer broke and I had to find a company that could come out and look at it. I read reviews online ( which is mostly a bunch of negative people, and seem to think that they are the only people in this world.) So instead of taking people's opinion I don't know I started asking around my friends and family , and American appliance heating and cooling was the top contender. I called and spoke to GREAT customer service the young lady was and knowledgeable and friendly. They set up an appointment for later that week and gave me a window of time the tech would be there. The tech arrived just shy of the window and started working right away. He was professional and knowledgeable, as well as friendly. He was in and out within 40 mins since he had to take my whole washer apart that isn't bag. The tech also cleaned his area up and I explained everything to me in a way I would understand( since I am not a washer technician ). Got a call later on the next week to see how the washer was working and it has been working strong since. Been a little under a year. Definitely recommend This company.

Overall rating should be negative. The repairman was two hours late. We were told to expect someone between 8-12 and they didn't come until 2. Customer service was beyond poor it was callous. We were not notified that the repairman was going to be late and had to call them . The nominal repairman did not have a flashlight or tools. His attention turned to the odious favor the moment he walked in. The repairman savants recommendation was to replace our appliance after inspecting it for 5 seconds. The effort it is taking me to type this is 10 times more than what they put in to there service. American Appliance Heating & Cooling is an ABYSMAL posse. The only thing I would recommend them for is being reported to the better business bureau.

Had a great experience. They were able to replace the furnace and water heater all in one day. They arrived as promised. The techs were polite and professional. The new equipment is energy efficient and works well.

Unbelievably poor customer service, they missed first appointment, misdiagnosed repair the second appointment and tech scratched the top of my dryer. Complaints into DTE and find it amazing that such a large company contracts out a company such as this, DTE is making them replace the top of the dryer however now I have to wait 2 more weeks for the correct part. Never again, get the warranty through home depot or Lowes as the DTE repair program utilizes substandard contractors for work that is not directly associated with gas or electrical service or in their wheelhouse.

We get service through DTE and had a 8:00 to 12:00 appointment. And at 10:00 they called and said they could not guarantee they could make it at 12:00. I have dialysis in the afternoon and they seemed to think it was my fault that I could not wait around for them to get here for their time slot. I would NOT recommend them at all!!

Serviced through the DTE protection plan. Gave me a 4 hour time frame, called me when the tech was on his way, i was surprised the tech was friendly, fixed my appliance, and it still works wonderfully! I request this company every time i need service.

If I could give this company ZERO stars I would...This company is THE WORST to deal with. They were referred to repair a dishwasher at my home by the DTE Home Protection Plan. 1st appointment they were at our home without notifying us therefore with no one being at home they of course left however we were NOT notified a time when they would be there. 2nd appointment "tech" person comes into my home and spends a whole 5 minutes, telling us that he will be ordering the "part" that is not working and that would take 5 days... 5 days came and went and NOTHING! I called them after 7 days of waiting when they told me that he would be there 2 days later. 3rd appointment tech comes in replaces the "not working" part, talks to me about some "tips" to make the dishwasher work better... He starts my dishwasher and leaves. Not even 15 minutes later check on the dishes and the dishwasher is STILL NOT WORKING. I called the techs cell phone number to let him know that the dishwasher was NOT working and he assured me that he would be ordering EVERY part for that dishwasher to make sure that it would be repaired. Now, today they went to our home once again without ANYONE being there and now we are told it would have to be either Saturday OR Monday. I called them at their offices and asked to speak to a manager when "DON" gets on the phone and tells me that: He just got off the phone with my husband for the last 30 minutes, so to call him and get the info from him". This is totally appalling to have someone who calls himself a manager and say that to a customer. He pretty much kept being completely disrespectful and decided to just get us "off their books". PLEASE DO NOT DO BUSINESS WITH THIS COMPANY AT ALL, THEY ARE HORRIBLE WITH THEIR REPAIRS AS WELL AS THEIR SERVICES... SAVE YOURSELF FROM A HEADACHE EXPERIENCE AND MAKE SURE YOU REQUEST ANOTHER COMPANY!!!!

Customer follow up is atrocious! A BIG FAT ZERO STARS! This site would not let me give them 0, so I had to give them the least: 1



They came out to repair/replace clothes washer and brought with them a part that they then announced was broken. We waited for over a MONTH for them to do something, like come back, like call us. NOTHING!!



I had to follow up with DTE to see if they knew why the company did not communicate with me. While on a 20 minute call with DTE, American Appliance announced that the replacement part was "no longer available".



I called them American Appliance to get the part number and was PUT ON HOLD FOR OVER 8 MINUTES!

They have a good crew of people who do a decent job of fixing appliances. I have DTE appliance plan and have used them for 2-3 furnace repairs, microwave, dryer and dishwasher. My main complaint is that they take their time! But keep calling, and they will get their guys over.

Aweful! I put back the first given appointment so I could have an early appt. They gave me the 1-2 slot. 2pm rolls around, no call or anything. I call, only to be told he is at lunch and I'm next. 4pm rolls around, still no call. Now I'm told he had lunch and one other appt. I had to leave so I called to cancel. Customer service is pitiful ...the lady acted like this was the norm and nothing unusual ...apparently they get there when they get there. No communication that they were running late and she had the nerve to ask if I wanted to reschedule ...WTF? I strongly recommend not using this company unless you have nothing but time and it's not an urgent matter.