Premium Repair

Rude and unprofessional. Scheduled appointment with Lowes. No show within the time window. I call and girl answered I thought I had a wrong number. She was rude and short with me. If this is a first impression… no your not coming in my home. I should not have had to call them in the first place. While on the phone with Lowes to set up new appointment, the technician is calling me forty minutes late to tell me he can be at my home in thirty minutes.
I made it clear to the Lowes rep I will not allow this company in my home, and they should drop them as service providers. So now I have to wait till next week and waste another day. Ugh!

My sink stopped up Sunday. It’s happened before. My landlord believes the dishwasher pump has gone out again and called Lowes first thing Monday. He was told a service tech would be at my house Tuesday morning. No show. He calls them again. They said Wednesday between 8&10. No show. I step in at this point. I called Premium Repair myself. The woman in the office was very unconcerned, and kept just trying to get me off the phone because she had other customers to take care of. I told her that I’m a customer too! She kept interrupting me and was just plain rude. She did get the tech out there fairly quickly though once I had spoken to her. I wonder why she couldn’t have done that before though?
The technician was very nice, and recommended a plumber because there wasn’t an issue with the dishwasher (wishful thinking on the landlord’s part — he doesn’t like paying for repairs).
Next time I am in the market for an appliance, I will steer clear of Lowes. I really don’t want to deal with this company EVER again!

Very satisfied with the repair of our Samsung washer. Office called immediately after I had contacted Lowes and sent a service tech the next day. A part was needed from Samsung which took 10 days to arrive, but office called when it arrived and scheduled the repair for the next day. Can’t fault Premier for not having part available and they were prompt and professional doing their part.

After reading all the previous reviews, I was not expecting much when Lowes scheduled them to come and fix my ice maker. However, they called me promptly to let me know when the technician was coming. I actually I missed their call but they left a message with a callback number. I called them back and was able to confirm the appointment.
The next day, I needed to cancel the appointment due to illness. They were communicative and without any problems re-​scheduled the appointment.
The day of the appointment, the tech came out, showed up on time, and diagnosed the ice maker and ordered a replacement. The part came in less than a week later.
They called me again to schedule the tech to come out and replace the ice maker,
Replacement of the ice maker took less than 5 minutes and we are very happy to have ice again! I can’t think of anything these guys could have done better.

We scheduled an appointment through Lowes because we’re having a problem with water pooling in our laundry washer. The service guy came today and said he couldn’t find any issue with the washer. After he left, I put in a load of laundry, and a while later I heard water flowing into the laundry room. It turned out that he hadn’t re-​attached the drainage tube, and the dirty water from the washer flooded on to the floor behind and under the washer. I had to call several times before someone picked up, and the secretary said that nobody would be able to come back to fix the problem because it’s Friday. My husband was able to move the washer when he came home, and he re-​attached the hose and we sopped up as much water as we could. We also called Lowes after the flooding because we originally couldn’t get in contact with Premium Repair. Lowes called them, and PR told Lowes that they were actually coming back out today to fix the problem. So we didn’t get our original problem fixed and still need to have the washer repaired and we ended up with a flooded utility room AND the company lied to Lowes and said they were going to come back out today to re-​attach the hose.

I scheduled an appointment through the Lowes Service Center on Friday morning at 10:30am for Monday morning between 8am-​11am for a repair person to come out and to look at our washer. I was supposed to receive a call Sunday evening to confirm my appointment. I did not receive that call so I called Monday morning to confirm that a repair person would show up. When I called, the secretary put me off by saying that they closed at noon on Friday and she needed to go through her email and voicemail. I didn’t hear anything for a hour so I followed up with another call. The secretary then told me that my appointment was cancelled. Then she told me that they didn’t get the request for it. It really just came across like she was making excuses. I do know that she didn’t offer to reschedule it or work with me. When I asked her what my options were, she asked me if I had called Samsung. WTF does Samsung have to do with this process considering that I had scheduled through Lowes? At that point, I had it. I let her know that I was fairly unhappy and that I was going to call Lowes agian. Lowes told me that I still had an appointment with Premier Repair in their system. The Lowes rep called Premier Repair to find out what happened. The secretary claimed that she was trying to work with me and that I hung up on her. I am very frustrated that that my washer has been broken for 5 days and all I get from Lowes and their service contractors is excuses.
On a side note, don’t buy an appliance from Lowes. They only contract with two service contractors in the area and both of them have one star Unilocal reviews.

I wish it were possible to give Premium Repair a rating of Zero Stars! Do NOT use this company! The doors on our new LG refrigerator were damaged during delivery. The delivery guy said he could leave the refrigerator in place as a loaner, order a replacement, then just swap out the doors once the replacement arrived. We agreed; delivery guy noted the Bill of Lading; we contacted our salesman to confirm, and then called LG as the salesman instructed. LG sent the repair ticket to Premium Repair, and we got a voice mail from Denia at Premium Repair a few days later. Her enunciation was so poor that it was almost impossible to understand what she was saying on the message. We returned the call and had to ask several times to be able to understand Denia’s name and the name of the repair company. Denia insisted that she had to dispatch someone to our house to take pictures of the refrigerator doors to verify if the damage was bad enough to be worth ordering new doors. We told her that shouldn’t be required since LG had already agreed to replace the refrigerator doors. Denia was rude and argumentative. Denia argued that we should never have accepted delivery and that the delivery guy (who does NOT work for Premium Repair) had lied to us. Denia said the doors are over $ 200 each and she couldn’t order them, arguing again that we were in error. We reluctantly set an appointment for 8−10AM the next morning for Premium to come out to take photos. In the meantime, we went back to Home Depot to talk to the salesman. He called LG while we waited, and got the issue referred to Joy, a Customer Service Liaison at LG. Joy reviewed all the notes, verified the facts with us, and said she would make sure everything was resolved. Joy called Premium Repair to cancel our appointment since LG agreed it was not necessary. Joy said Denia was belligerent and argumentative with her as well. And Joy said she was recommending that Premium Repair be removed from LG’s list of authorized repair companies. We are so relieved that we won’t have to deal Premium Repair any further.

Had a guaranteed appointment, confirmed by LG, that someone would be out between 8-​noon. I called to verify and got their voice mail 3 times. Then I called LG again about 11:45 to verify and was told that Premium would be out between 1 – 5. When I called back about 3pm to confirm, LG patched me through to Premium Repair directly. What a response! I asked when their repair person would be out and the secretary/​dispatcher/​person who answered the phone actually yelled at me. She went off telling me she was not sending someone out today. she said she told them already and why was I calling again. She did apologize, but continued to yell at me, then hung up while I was talking to her. I will never have anyone from this company come out to my house and I recommend you do the same. There are other appliance repair companies in town and they can’t be any worse than this.

The secretary is rude and hung up on me. We used them only because the manufacturer required but they did not complete the job correctly and were unwilling to come back out to fix the problem, because at the time of the second call, we were just out of the manufacturer’s warranty. Even though the first call, had they completed the job, would have still been under the manufacturer’s warranty. Apparently this company only warranties their services for 3 days — sounds like they expect people to call back with problems!

I have a new LG refrigerator under warranty. In contacting LG, they indicated that they have no factory LG technicians in Austin, TX. As a result, they outsourced the Service to a place called Premium Repair. The receptionist I spoke to communicated very poorly, was unprofessional and rude. I scheduled an appointment for a morning and waited at my home until nearly 1:00 pm. When I contacted her, she indicated that their tech was running late and he’ll call me when he is on his way. I told her that I needed to get back to my office of which she was once again rude and said that she would cancel the call. If you do a web search on this place, none exists. No information is available on them. There are many quality service providers to choose from out there. I would highly avoid utilizing this so called company. I would rather pay a quality appliance repair organization out of pocket during my warranty than have this outfit come to my home. In communicating this experience with LG, they subsequently are going to do a full replacement of the appliance due to the fact that it is not cooling and was one of their high end models. Be careful when you buy a new appliance, make sure that that there is factory technicians in your area.