West Texas Appliance Parts & Service

DIRT Score = confidence-weighted rating across verified review platforms. How is this calculated? →

“I had to press one star, but this ‘business’ deserves zero stars. I put in a claim through my home warranty on 03/07, called this company to ensure they received claim, the office manager verified they received it and ’scheduled’ me for 04/05. FOUR weeks I waited for this waste of a company to fix my washing machine. Called them on 04/04 to again verify I’m scheduled for 04/05. I spoke to Ashley, she ensured I was ’on the board’ for 04/05 for repair. Waited until 3:45pm on 04/05 and still no contact from company. Called them, office manager said I was never scheduled for a repair and no one is coming out today. Offered no apology. Unprofessional and rude.”

“After receiving a response to my negative review, I have been told that the manufacturer should not have given me a time and date on the schedule because they don’t have access to West Texas Appliance schedules. I am updating my review because of the excellent customer service I received from Kaylee. I am waiting to see if the technician shows up and helps me appropriately, and then I will update my review as well. UPDATE! Back to one star. Not only did the technician not show up, there was a no-show, no call yet again. I finally got through to find out that Frigidaire had called and rescheduled me, but no one told me that. West Texas Appliance took me off of their schedule, and put me on another schedule for another date and time without telling me. The new date and time has come and gone, and guess what, no-show no call for the third time. The office phone rings and goes to a general mailbox and no one calls me back. I finally got someone to answer hollering HOLD into the phone and then sent me off listening to Christmas music for 10 minutes. She finally picked the phone back up and promptly hung it up. It’s back to not being answered again. No-show no call no answer. No nothing”

“First review I have ever left and here it goes: If I could give this -5 stars, I would. After 4 weeks, two missed service appointments and two unnecessary, WASTEFUL days off from work, our request is still unfulfilled when they informed us it would be a MINIMUM of additional two weeks and ANOTHER day off of work before repairs would be made. Had I know what an absolute NIGHTMARE it would have been to repair our dryer, we would have skipped the warranty (that we PAID FOR) nonsense all together and repaired it ourselves. Customer service is rude but I don’t suppose you can expect much when management themselves is dismissive, uncooperative, cannot accept accountability and hangs up on their customers. For the life of me, I cannot figure out HOW this company is still in business. I would be absolutely ASHAMED to be associated with this business in anyway. You’d think that if they missed your appointment not once but twice, that it would mean that they were fulfilling others requests… but judging by these EERILY familiar reviews, that is clearly not the case. Save yourself the headache and DIY. You’re probably better off knowing it was done right to begin with if they cannot even sch”

“3/25/24 - This company is disorganized, has poor communication, they are garbage at scheduling appointments and their follow ups are horrible. I will not be recommending them to anyone. I just dealt with 2 1/2 months of reschedule, tech is sick, we have to order parts, excuse after excuse. Not sure how these people are still in business to be honest. 3/28/24 - Update... had another service company schedule an appointment, come out within 3 days and fixed my washer (without needing additional parts). I would stay clear away from using this company. Also the comment on my review verifies the disorganization within this company. They can not even find my first and last name in their system.”

“Horrible been waiting over four months for a part to come in. I ended up doing research on my own and ordered. The part myself came in within two weeks. I called and asked them if they were ever going to come. They said they closed my account out never received a call or anything their supervisor only works three hours a day and is never there. The owner is garbage and all they do is basically steal money and say that they finished your product or they clear it out, saying that they did the job and I hope someone reports them Because they are horrible. Do not go here. Do not recommend it. This place is horrible. Do not use these people I promise you will regret it.”

“***Update*** Let me start by saying Keith is a fantastic service guy! Very professional, knowledgeable and fast! The service tech deserves 5 stars. Unfortunately the office has a few issues they need to work on. Dispatch and scheduling was disappointing. The communication and returning calls needs improvement. Maybe they are understaffed in the office or something, but it needs to be better. About a year ago I needed them for warranty work and, but they never communicated, so the store just replaced the appliance. This time communication was MUCH better, but still needs a little work.”

“Representative of this "company" never showed up for scheduled repair. When I tried to call them after waiting 5 hours, I got directed to some kind of message board with no info. A separate review will be posted for Assurant, the company I unfortunately have paid for 5 years of coverage on a refrigerator from Home Depot. The fridge is less than 2 years old (supposedly), the door won't shut, which is probably an easy fix. If only there were reliable companies with reliable employees... There's a question below, asking me if I used this business, only giving an option of yes or no. What is the answer? I feel like the answer is no, because they never showed up, but yes I tried, but they wouldn't show up.”

“We have dryer for six months, and it stop drying our clothes. We put in claim with Whirlpool, and sent someone from West Tex to repair it. He replaced the control board, and just left. We had to call them back because it still didn't work. The tech comes out and tells we weren't pushing the buttons the right way. That was stupid. How is it that we where pushing the right way for six months, and now we are not pushing the button the wrong way. The tech is an idiot.”

“This was regarding a warranty repair. Let me start on a positive note the tech Keith was nice. The receptionist however, horrible customer service. To think they are the first ones you deal with in representing the company and do it a disservice. When you call you will most likely get VM is full or no response. When you do get to talk to someone they give you an estimated time as it depends on the appliance tech workers can fit it in their schedule as they’re obviously over staffed. This is not my first encounters with them as a dishwasher was installed and under warranty needed repair. After 4 months waiting on parts, 3 different workers they’ve left me with a dishwasher having the same type of issues. I had to result to go with a different company. HORRIBLE service!!”

“I have called repeatedly regarding a Lowe’s Extended Protection repair. I finally got a call returned. Technician didn’t show up as scheduled but showed up the next week. Part ordered, but now I can’t get anyone to answer the phone or return my calls! I fear the service will be denied if they wait until the EPP expires! Communication is nonexistent.”

“Anyone in Abilene who is needing an appliance repaired and they send you here, please please please request another company. My experience with this company is by far the worst. Terrible customer service, terrible management, and whoever is in charge of ordering the parts, I have no words for you. My technician Ken was a 10 out of 10 and the only help I received. He wrote down the parts that we needed for our ticket and whoever order the parts, ordered the incorrect part Twice!!! I have been constantly calling them and asking them What’s going on and the ETA on the new part and nothing. Apparently, no one knows anything, they never have an estimated time when the parts come in, and no one calls you when you request a callback. The fact that whirlpool still has this company as their appliance repair company is baffling. I have been dealing with this for two months and Finally whirlpool sent my information to another Company since I refuse to wait for another Incorrect part ordered from West Texas appliance.”

“At first this place was okay. I've had a work order with them since Feb 2022 and it took over 9 times of me calling them and finally getting someone to answer the phone (left numerous messages to no avail). The part was finally ordered and installed after 6 weeks, but they didn't even run the dishwasher to see if it fixed it. Which it didn't. I call 4 more times to get someone out here. Get told someone would be out, but a no show/no call. Then I get told I would be called the next morning to see if someone could come out...Nothing. I call back and leave 3 messages and nothing. Finally I get thru, but told my old ticket is no longer valid that I need another one from the warranty company. I get that within 15 minutes, but now they can't come out until the end of the month. I finally told her this isn't right I've been waiting since Feb, she says well I didn't know, we can come a week earlier. I'm done. I told her No I'm Done With West Texas Appliance and would get another company to look at it and hung up. Sears is coming out on Mon, so we shall see how that goes. Today I get a call from West Texas saying they have an open ticket and would like to get it scheduled, I said no I am ”

“I have used WTA for several appliance calls…warranty rules. We have had two technicians and both have been great. My problem does not lie with them, but with whatever is going on in that office. They don’t return calls, they are angry when they answer the phone, that’s fun. A belt on my washer broke in June. It was diagnosed on July 13th (first available appt) when I called on July 20th, to find out if my part had arrive, it hadn’t even been ordered but they would do that and scheduled me for August 3rd. Well, gave them a call today to verify I’d get a visit from them today and wouldn’t you know that according to the office staff, I was NEVER put on the schedule for today and I’m just SOL (There are enough reviews in here regarding phone call experiences for me to not elaborate on how unpleasant fit is to call them) I find it hard to believe considering I verified at least three times during the call on 7/20 and the excuse of “we have had someone quit” was used as to why they won’t be at my house today. This will be the last time I use them, I will do everything I can to fix something myself or find someone else.”

“I purchased a washer through Lowe’s that had a warranty, supposedly this is the company Lowe’s uses for repairs. For the first appointment the Lowe’s Rep. gave me a date and time, nobody from West Texas Appliance showed up, I called them and they said Lowe’s isn’t supposed to give appointments so they rescheduled me for a week later. At the second appointment given to me by the company, nobody showed up again. I was rescheduled for another week later, nobody showed up once again. For all three appointments not a single call from anyone notifying they wouldn’t make it, I had to call every time to see what’s going on and they have no answer, they just want to schedule it again. Most likely going to pay out of pocket or use the washer with the noise it makes, I don’t care at this point. When I looked up the company I see many people have this experience so it seems better to not even deal with them.”

“DO NOT USE THEM FOR ANY REASON. This company isn't even worth having as an option. From the very beginning of our warranty claim they did not communicate, did not respond to inquiries, or even care that they were not assisting us. Then after months of waiting on ANY info they decided that they weren't going to service us because we got mad at them not being able to answer our questions and give us service in the first place. I've never been insulted by a business so much than this one. I hope they go out of business. Customer service SHOULD actually be a priority but unfortunately it isn't for this company. It's really sad that they blame you as the problem instead of just doing their job, that WE pay them for. Good riddance. PS If you call the warranty company, Lowes extended for us too, call them back and get AE services. They send out Sears. They actually showed up for us and they are getting our fridge replaced because since WTAP&S serviced ours it has to be replaced. Thanks again for an awful experience.”

“Today, this company successfully lost my future business and helped me to determine that my warranty (First American Home Warranty) had to be CANX! Customer Service rude and yelled/hung up on customer. Did not fix issue and kept sending techs who did not know how to correct issue. Then after months of dragging out the "we have parts on order" we find out they closed our ticket with warranty company... And the warranty company accepted the results with out consulting with home owner! Their fix is we have to put in another ticket and pay another service fee! Even after we explained everything! Time to move one after 10 years! But I would stay clear of this place! Wish you could go with NO Stars! But I guess like my unfixed dryer, I will have to settle with 1 STAR!!!”

“We had a warranty on a Maytag drier. They ordered a part and they sent a man to put the part on . He did not know how. My son had to put the part on. Now week later it wasn’t heating. Called for an appointment. They didn’t show up or call for the appointment to notify us they weren’t coming. We called them they would not answer phone. Now we have another company coming to fix what they could not fix. Stay away from these people. The company is no good. We will not recommend this company to anyone.”

“We used West Texas Appliance by no choice of our own (through our warranty company) for fixing a washer and dryer we bought used. They had a lot of problems that weren’t disclosed upon purchase. West Texas Appliance sent Philip to us and he was excellent!!! We couldn’t be more happy with his work and knowledgeable, courteous way. He was professional, honest, and was even very sweet to my huge and rambunctious puppy who adored him, though that was not required. I was pleasantly surprised at this experience because I expected our warranty company to be flaky. Philip came out the first time to access the situation and order parts. It took a while for parts to come (Covid- everything is taking a long time to order in these days). He returned and fixed the problems in both the washer and dryer, but when he left we still had a small problem with the washer. We called them and let them know and they sent him back a third time. He was quick to find the problem, fix it, and was enjoyable throughout the whole thing. I very much recommend!!!”

“We have had 3 no call no shows with these people and extremely rude service. The one time we had a tech actually show up I watched them break a part on our washer then reinstall it as if I didn't see what just happened. Absolutely unacceptable, horrible service. We have been without a fridge for over a month when the appointment was set up for 3 weeks out then canceled without us knowing. I had to take the day off work to be here for the repair for them just to not show up and for me to call and find out they canceled the repair and their next availability was another month away. DO NOT WORK WITH THEM WHATEVER YOU DO!!!”

“I had an awesome cooktop. It started having issues. I called West Texas Appliance because they were they only ones in Abilene that covered Frigidaire manufacturers' warranty. The first time I called, they answered and came right out. The tech didn't leave any paperwork but said they would order the part and keep me updated on the time frame to complete the repair. About 3 weeks later I hadn't heard from them so I called. No one answered, so I left a message. After several days without hearing back, I called again. Same thing, no return call. After a bout 3 weeks of that, I started calling daily leaving messages. Three months later, I still hadn't heard from them. I called Frigidaire Corporate to talk to them and see if they could find out what's going on. They tried for a week or so and couldn't reach anyone. Frigidaire finally called me back and said I could just get a replacement. I wanted the exact model I was trying to get fixed, but it was out of production. I had to choose something I didn't want just to have a working cooktop. About 3 weeks after the installation of the new cooktop, I finally got a call back stating the parts had arrived and asked when I wanted them to come ”