Frequently Asked Questions (FAQ)
Do you have a main office?
Our crofton office is staffed with friendly and knowledgeable customer services representatives available to answer your questions Monday through Friday 8 AM to 5 PM. Our technicians are on the road, and unfortunately are unable to take calls directly.
Do you do out of warranty appliance repairs?
Yes! We do out of warranty appliance repairs all the time. Our service call charge is $120 ($127.20 in D.C.) which we guarantee for 30 days. If multiple units need service at the same time, in the same residence, the second and any subsequent units may be eligible for a discounted diagnostic fee of $90.
I called Lowe's/The Home Depot/Whirlpool/etc. to get service and they gave me your name and number. Do you work for them?
Via Appliance Repair is a 3rd party repair company. The company you called just facilitated booking an appliance repair appointment. You would be considered a Via Appliance Repair customer and can call us directly to reschedule, cancel, or make a payment. This is the case even if the payment is going through a 3rd party.
Why do I need to provide a model and serial number?
The model and serial number are used as unique identifiers for your appliance. They can be used to determine the make, type, year, and any additional features. With this information the technicians will be better equipped to order or pre-order parts for the appliance. Having these will also enable them to determine if there are any known problems with the model, which may expedite the diagnosis and repair.
Where do you get parts for my unit?
We get parts directly from the official manufacturer. This helps us ensure they of of the highest quality and they come standard with a 1 year warranty.
How does scheduling work?
Our scheduling system notes the date of your scheduled appliance repair and any time preference (AM or PM) and works to accommodate as many people as possible. The business day prior to the scheduled appointment we will give you a reminder call and email with a 3 hour timeframe. You can confirm the appointment via phone or email. You may also call in to reschedule if necessary.