Elite Appliance Parts and Service

DO NOT USE THE GUYS. I have a 3.5 year old GE front-​loading washing machine that I bought at Home Depot… probably the most common model in North America. It’s now been 26 days since I first called Elite and the problem is still not fixed. I’ve even had to pay for parts that weren’t broken… it guess we the customer have to pay for their trial and error when they can’t diagnose the problem. On their last visit 6 days ago, I was told someone would call me to confirm the purchase cost so we could go ahead with the new part. I had to take the initiative and call them. When I finally got a Voice Mail saying to call back and confirm, their phone system was down for two days and I was left hanging. I’ve expressed my displeasure several times now and it always seems to be someone else’s fault, not Elite’s… It’s GE’s fault that I have to replace parts that aren’t broken… it’s the phone company’s fault their phone system is out of commission… you get the picture. I have seen absolutely no sense of urgency from these guys that they actually give a damn that I’ve been without a machine for 26 days and counting.

They are very difficult to deal with. Don’t try to book online they never get back to you! It is like the launching of the space shuttle to get them to book a service appointment. Sadly if you have an LG you are stuck dealing with them. There is no competition and they know it! Anytime you call you are on hold forever. They call to tell you the appointment time but if you don’t call them back they don’t come! Yet their message says «your time is valuable». The worst service company I have used so far… your time doesn’t matter to them despite what they say!!!

I used Elite Applicance when my LG washing machine broke. They were the company LG recommended.
The repair technician — Jamie– was great. 5 stars for him!
The business side however I found very lacking. I called at 3:45pm on a Thursday before a long weekend, and got the answering machine. Fair enough. The message said they were open until 4:30 or 5pm, but it being a long weekend, I’m not surprised that no one picked up. I left a message. When I was not called back for over a week, I called back. Again, no one picked up, I left another message. When they did return my call they informed me that I would need to call LG back and get another order code for them as is had been too long! They sent Jamie, he fixed our washer. However we only managed to do one load of laundry before it gave us the same error message. We called back. Left a message. We have been without a working machine for 4 weeks at this point. They were not able to send someone for 8 days. 5 weeks without a working machine it is. I said that since they only had one time/​date they could come that I would take my lunch break, and drive up when they arrived, but I told them I would require 20 minutes notice of their arrival. They somehow did not let their repair man know this, and he called the alternate contact number, and was stuck waiting on the porch. When the office finally called to let me know he was there I rushed home. Jamie fixed the machine. He was very nice. I did laundry. (I hope it doesn’t break again!) 5 weeks without laundry is too long. (It’s a good thing I have a *ahem* sufficient wardrobe.)