Q. What are our customers saying about us?
A. Please click here for our guestbook.

Q. What is a Service Call charge?
A. This charge is for the time involved in driving out, assessing the issue, and providing an estimate or recommendation. The service call charge will normally be applied to any repair that we perform. If we do the repair at the time of the visit, there is typically just a labor charge plus parts and tax and no service call charge. If the appliance is not repaired at the time of the first visit, a service call charge is collected to cover us for our time and can be applied to the final repair within 30 days. The purpose of the service call visit is not to tell the customer which parts are bad and/or how to repair their own appliance - it is rather to only come out, examine the appliance, and provide an estimate or recommendation. Thus we don't give out part numbers or anything that would enable a customer to repair the unit themselves - and are not responsible for any outcome that occurs if a customer chooses to repair their own appliance. Since we cannot undo the time spent driving out to examine the appliance, the service call charge is not refundable.

Q. What is Sales Tax charged on?
A. As of 2017, the NC Dept of Revenue is requiring us to charge sales tax (7.25%) on not only parts, but also labor and service calls. Thus any charges are now taxable. All estimates that we give do not include tax. Tax is separate.

Q. How much is a typical repair?
A. More information on example repairs can be found here.

Q. How long does a typical repair take?
A. Most repairs can be completed within an hour. We carry most commonly required parts. Additionally, we find out as much about the problem before we come out, giving us the neccessary information to bring the most likely parts needed. In some cases, we will need to get parts locally, which could take a few more hours. In less likely cases, parts would need to be ordered, which could take days.

Q. Do we follow up on other people's repairs?
A. No. Any appliance that has been worked on anyone besides us, within 60 days of a customer's call is not eligible for our service. The reason is that this introduces unknowns and that we cannot warranty other people's work .

Q. Are model numbers necessary before a service call?
A. Yes. We will need model numbers before scheduling a service call. This is because we support most models, but not all. Also, we need to make sure we have the needed parts for that model. Please have a model number or numbers ready before calling us. Refrigerator model numbers are normally near the upper shelf in the fresh food compartment. Washer and dryer model numbers are normally on the rim where the clothes go in.

Q. What forms of payment do you take?
A. Major credit cards, checks, and cash - if home is not OWNER OCCUPIED, please see below for our policy.

Q. What if I am a Landlord or will not be in the home during the repair?
A. LANDLORDS and all absent owners will need to provide an upfront credit card number and an approval amount for the repair. The service call will be charged upfront and the balance charged on the card at the completion of the repair. 

Q. Do we do dryer vent cleaning?
A. No. Although a few appliance repair companies may delve in vent cleaning, we've ultimately learned that dryer vent cleaning is best performed by a company that specializes in vent cleaning and duct work. This requires special equipment and expertise. We do have one or more companies that we recommend. Although we sometimes get a referral fee for recommendations, we only recommend companies that are the most reliable, trustworthy, and that get the job done right.

Q. If a clogged vent caused my dryer to overheat, will Great Appliance warranty the repair if I don't get the vent cleaned?
A. No. If we think that a clogged vent led to the failure of your dryer, the repair is only warranted if a receipt proves that the vent was professionally cleaned before you started using the dryer again.

Q. Where are you located?
A. We are based out of south Wake Forest, NC.

Q. How do I schedule a repair?
A. You can call us or schedule online here.

Q. Can I get an estimate over the phone?
A. We may have a general idea of the cost given the symptoms, make, and model. In this case, as a courtesy, we can offer a very rough estimate with the understanding that it is not accurate since we haven't seen the appliance yet. An accurate estimate will always require a physical diagnosis of the appliance. Estimates do not include sales tax. NC sales tax of 6.75% is a separate charge.

Q. How do I know that I will get an accurate diagnosis?
A. The owner, Steve,has been repairing appliances since the early 1980's and has extensive mechanical and electronic troubleshooting experience. He has diagnosed and repaired well over a thousand appliances and televisions. He has a Bachelor's Degree in Electrical Engineering Technology and was also employed a circuit and embedded systems designer for 7 years. Combined with experience, Steve considers the underlying factors that lead to appliance failures, to greatly increase the chance of getting a correct diagnosis the first time.

Q. How much time do I need to cancel an appointment?
A. Four "business" hours (for an early 9-9:30AM appointment - cancel by 1PM the previous business day). This gives us time to hopefully fill that appointment and rearrange the schedule as needed.

Q. What is the warranty on repairs?
A. The warranty on repairs is 90 days parts and labor.