Paper Stream Appliance Services

If there was a way to give this «company» 0 stars, I would. My wife and I have never had a worse experience with any company on any level… ever. Food, auto, clothing, you name it. We’ve had plenty of bad customer service, but not on this level. I’ll try to keep this brief.
When I first called about our refrigerator, Doug answered the phone and was very pleasant. He came out that day and told us the reason it wasn’t cooling anymore is because of a bad fan. Apparently because we had a GE, it was a rare fan so he had to special order it. He came the next day, installed it and $ 260 later, we were done. At least I thought. Prior to him servicing our fridge, the light was working. It wasn’t any more. Also, a few hours after he left, the fridge started making a loud noise, almost like the noise that indicated there was a problem in the first place. He came back out either the next day or two days later and tried to fix the problem. I don’t mind that sometimes things don’t work out the first time around and it was very nice of him to come back out to try to fix it. He realized it was something he put back together wrong, spent some time on it and off he went again. Once again, the noise. And the light still wasn’t working.
He comes back once again because not only is the noise still happening but once again the temperature is rising. He opens up the inside of the freezer and finds it frozen up. So now the freezer’s heater is «no good» according to Doug. We replace that and this time we do the work ourselves. Tack on another $ 80 for the part though. We put it back together in hopes this fixed the problem with the noise and we are now done with the fixing of this thing. Light still isn’t working by the way. Sure enough, sound starts up again. He comes back out one more time and spends about 10 minutes with us and tell us to record the sound so he can send to his «supervisor». Not only that, but we tell him about the light not working and he says he would have to charge extra to take a deeper look into what the issue is. Mind you, it was working prior to him installing the fan!!! A day or two later, not only is the noise still going, but the temperature is AGAIN going up. I call his direct cell number, no answer. I call the main number… it goes to HIS phone. He answers and I start telling him of the problem and he says he’s busy with a customer and we get cut off. I send a text and tell him I would like to speak to his supervisor. No response. I do the video they asked for and send it to him. No response. I call back the «main number» and get an answering machine and leave a message saying I need to speak to a supervisor. Nothing.
Finally in a casual conversation with a friend at work, I mention my problem and he tells me that his father in law does appliance fixing for a living (10 years). Can’t even describe how upset I was. I call him up, describe the entire scenario and he diagnoses it… over the phone. Says it probably was never the fan or the heater but always the control board in the back. For him to replace it, it would have been $ 400 – 500. Needless to say, I skipped bleeding any more money into this thing and in the end, we ended up getting a new fridge which is probably what should have happened from jump.
So here’s the issue. Either Doug had no idea what he was doing or talking about or he was hitting us up for work he knew wouldn’t fix our refrigerator. Neither one of those are good and you should avoid this «company» like the plague. It’s been 2 weeks and I haven’t heard a peep from Doug or anyone else from Paper Stream. This might sound crazy, but I don’t even think there is any one else. I think Doug is a one man band and his supervisor is the Wizard of Oz. If the case is that he is doing this on his own and he’s in way in over his head, he should really consider either lowering his clientele or finding another profession. On the website, it says they get it right the first time. They had 4 or 5 times to get it right and didn’t, got around $ 350 out of us and disappeared into thin air. I would ask for all my money back and I could complain to the BBB but why bother. The best thing I can do is let you people know that either way, you take a gamble with local businesses and that’s unfortunate considering I’d rather give my money to a neighbor than the Geek Squad. And they’re expensive. But in the end, you get what you pay for and it’s just not worth the headache.

GREAT service at a reasonable cost. Even requested that he stick around until my washer completed a load to make sure everything worked properly. Do not hesitate to use.