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Review Highlights
“JP has been our tech for every issue and is not only polite and thorough, but fixed our problems quickly and efficiently.” in 6 reviews
“James also took the time to school us on a DYI maintenance schedule to extend the life of the machine.” in 6 reviews
“I contacted LG this morning and they agreed to provide the compressor and dryer at no charge.” in 3 reviews
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About the Business
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James P.
Masterminds of Appliances, LLC specializes in appliance repair to keep your appliances in working condition. We believe repairing your appliances is only part of the job. Our goal is to also deliver superior service by taking extra steps to become your preferred appliance repair professional. We provide services for the following appliances Refrigerators, Freezers, Ice Machines, Washers, Dryers, Ovens, Stoves, Ranges, Cooktops, Microwaves, Dishwashers, Venthoods, Garbage Disposals, Wine Coolers. We will take care of all your Appliance and Maintenance needs. Call us today. You will be glad you did. BBB Accredited A+ Rating. A company you can trust and count on for all your Appliance needs. Factory Authorized and Licensed.
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- Ismail K.Houston, TX013Sep 7, 2023
I called this company for finding and fixing the dishwasher drain problem. The technican spent 2 hours in my house. He said "your drain pump not working" and he tried to charge $541. I refused the serrvice and he charge $125 for calling service.
Yesterday, I bought $20 drain hose and I changed the hose. The problem was fixed. I called the company and I said "your technican don't know anything and you charge $125 from me." I requested refund for calling service fee.
And what do you think the company did? They said this details to technican and the technican called me. He yelled at me. He said I stayed at your house for 2 hours. I said "I don't care if you spent 10 hours in my home. You don't know anything or you try to scam me. Because the pump is working and I changed it myself. I want my refund." He said "you can do what you want, you can dispute your money and you can leave 1-star review everywhere."
The company very unprofessional. They directly contact me with technican without solving my problem. And techican called me 2 times for yelling me. I turned off the phone his face. He called me again.
Very rude, unprofessional company. I did not see any company like this in Houston, Richmond, Sugar Land. The worst company. They don't know anything, just try to charge a lot of money.Helpful 1Thanks 0Love this 0Oh no 0Business owner information
James P.
Sep 10, 2023
Hello,
The Customer was informed about our service call fee of 125.00 dollars on his initial phone call to our company before I arrived at his home, which he agreed to pay. The Customer wasn't home, but his wife was. I, the owner, was the tech on-site. I kindly asked his wife if she had the drain system air gap underneath the sink and the drain hose coming from the air gap to the dishwasher check as well and the drain hose from the air gap to the garbage disposer she said no. His wife kindly gave me a bucket per my request so I could disconnect both hoses to check if the customer dishwasher drain hose was clogged.
Both drain hoses had a little build-up that I was able to clean while on-site—I reinstalled the hose after cleaning it. I Ran a diagnostic test on the dishwasher, but unfortunately, the drain pump was still humming and not draining water out. Next, I removed both drain hose again to inspect them, and both hose was clear. I then removed all the water from the dishwasher with my vacuum pump to access the customer dishwasher drain pump and noticed the pump had some wear and tear on it; the pump was also clogged a little and very hot. I removed all debris from the pump and then reinstalled it. Afterward, I retested the dishwasher the pump still didn't drain water. I gave his wife an estimate to replace the drain pump and the cracked display the Customer had held down with tape on the dishwasher front panel. The Customer then informed me to give them an estimate for the drain pump, not the crack display, which I did.
The Customer called her husband, who said no one from our company informed him about our service call fee. I Informed the Customer that all incoming and outgoing calls are recorded for security and training purposes. I kindly played the recording per the customer request, and it informed the Customer about our services and service call fee of $125.00. After listening to the recording, the Customer agreed to pay our service call fee but said he would not move forward with the repair, so he declined repair due to the cost of repairing his dishwasher.
Finally,
The following day, the Customer contacted our office and said many false and negative things about me and threatened to call his bank for a chargeback and leave bad reviews if we didn't refund him his service call fee of $125.00 that he agreed to pay. The Customer also started using hate speech toward me and even hung up the phone. The Customer is dishonest and rude. Please note our company policy is service call is not refundable; it covers dispatching a licensed, certified, experienced technician to a customer home or business. The Customer also gave his wife permission on his behalf of him to sign our paperwork regarding my company service call fee of $125.00. Please note I have over 18 years of experience in Appliance Repair with multiple certifications and licenses in Appliance Repair. My company is not a scam; we have been in business for 15 years and have many happy customers. - John M.Sugar Land, TX6311Jun 16, 2023
The service technician for Masterminds of Appliance diagnosed the problem with our refrigerator and indicated the compressor needs to be replaced. I contacted LG this morning and they agreed to provide the compressor and dryer at no charge. LG sent the authorization e-mail to Masterminds of Appliances this morning. When I followed up with Masterminds of Appliances they refused to order the needed parts unless I paid for them in advance. I was not able to get them to understand LG will supply the parts for free. So we have no path forward to repair our refrigerator.
UPDATE: 16 June 1:00 PM
Service manager contacted me and assured me he will contact LG to verify the parts can be shipped at no cost to Masterminds of Appliances. The situation appears to be resolved.Helpful 1Thanks 0Love this 0Oh no 0Business owner information
James P.
Jun 16, 2023
Hello John, we open at 8:00 am Monday through Saturday. You contacted us at 8:00 am today. Our technician left your house at 7 pm yesterday. In the future please give us a chance to work on your job record and to contact you with approval from your manufacturer. We have been in communication with you a few times today before 1 pm. We also have you schedule for a return visit with your parts after getting approval from your manufacturer that they will honor your warranty parts and ship it to our company free of charge. Thank you for your business! If you have any questions or problems please feel free to contact us by phone, email or texts. Please note email reply can take 1 to 2 hours before you get a reply. For a fast reply please call us instead. Thank you again, John.
- John B.Houston, TX06Sep 19, 2023
We had an issue with the circulation pump on a Scotsman icemaker, DCE33, installed in 2007. After receiving an outrageous repair estimate from a company not to be named, my husband called Scotsman tech support who 1) confirmed the diagnosis and 2) expressed that part/labor estimate from un-named repair service was outrageous. Scotsman tech support suggested we contact James at Masterminds of Appliances. James did not disappoint! We were his last stop of the day, but over the course of three hours, James very professionally and patiently disassembled the unit and installed the new pump, explaining each step along the way. He remained at our home well past dark to ensure the job was complete and machine making ice again. This morning it's working like a brand-new unit! James also took the time to school us on a DYI maintenance schedule to extend the life of the machine. Masterminds services many brands, so next time an appliance goes on the blink, I will definitely call James at Masterminds!
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James P.
Sep 20, 2023
Thank you for leaving us an excellent review we appreciated it. Any problems you may have, please don't hesitate to contact us. We are here for you. We love it when our customers give us feedback.
- John B.Annapolis, MD183015Aug 11, 2021
Very responsive and timely even late in the evening. Most companies take a day or two, or more, to contact you. We called around 1800 and had an appt set up by a tech who was still on a job and scheduled for the following day. Price is lower than most and no hard up sell.
Will
Definitely use them in the future.Helpful 0Thanks 0Love this 0Oh no 0Business owner information
James P.
Aug 12, 2021
Thank you for leaving us an excellent review we appreciated it. Any problems you may have, please don't hesitate to contact us. We are here for you. We love it when our customers give us feedback.
- Tony K.Houston, TX661Nov 13, 2020
We called twice and asked for a quick conversation with the technician before scheduling the $125 consultation visit. We never received a call back on either occasion.
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James P.
Nov 17, 2020
Dear Customer,
We apologize for the inconvenience this may have caused you. Please double-check if you contacted our company. Cause our service call fee to dispatch a Certified, Licensed, Experienced technician to your home or business is $125.00, not $150.00, which includes two additional appliances with a total of three appliances at the same location. Our flat labor rate starts at $120.00 and up just depending on what is wrong with your product. (Please note our rate our from the BB Appliance Job Rate Guide Book, and we don't overcharge our customers never. To contact one of our support team/technicians, Feel free to email us at service@mastermindsofappliances.com, and we will be in touch with you A.S.A.P. no later than 24 hrs. - Laurie E.Houston, TX23Jan 12, 2022
So glad I found this company! They respond quickly, are honest, and have excellent technicians.
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James P.
Jan 13, 2022
Hi, We would like to thank you for taking the time to write this review about our service. We’re very grateful for customers like you. If you need service in the future, just let us know.
- A F.Avon, CO17Jun 17, 2020
I rarely post reviews, except for when there is exceptional service. James was wonderful and I highly recommend this company!
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James P.
Sep 1, 2020
Hello Avon,
Thank you for leaving us an excellent review we appreciated. Any problems you may have, please don't hesitate to contact us. We are here for you. - Melissa F.Northside, Houston, TX55Sep 1, 2020
We have a fairly new dishwasher from Fulgor Milano and very difficult to find service for it. But I contacted Masterminds and the technician, James, was excellent. He was very personable, knew about the product and provided excellent customer service. Customer service is very important to me, and I would highly recommend Masterminds for that reason alone. James was able to diagnose and fix my issue.
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James P.
Sep 1, 2020
Hello Melissa,
Thank you for leaving us an excellent review we appreciated. Any problems you may have, please don't hesitate to contact us. We are here for you. - Kimberly H.Houston, TX23410Feb 3, 2020Updated review
More like Masterminds of Frustration:
HORRIBLE appliance repair experience. Buyer beware. I was linked up to Mastermind's of Appliances through Home Warranty of America and I cannot stress enough NOT to involve yourself in business with EITHER of these companies.
Just sending out a buyer beware. My new house came with Home Warranty of American. I called in mid-JANUARY of 2015 to have the main burner on my Viking cooktop repaired. And I wanted our LYNX outdoor ice maker looked at since it was filling up with water and not draining. The home warranty company called Masterminds of Appliances, a locally owned (by a woman named Quentrese (no last name)-according to her) appliance repair company.
They scheduled my appointment for the END OF FEBRUARY, since that was their first available appointment. The guy came for 10 minutes and looked at the appliances no better than I had, using 2 eyes and no hands. Decided to order all the parts that may or may not be broken. TWO MONTHS LATER, American Home Warranty called to let me know they were offering $342 as a stove replacement for my Viking Range, instead of ordering the parts. "WHAT? you haven't even ordered the parts?? $342 for a $3600 cooktop??" "No ma'am and we wanted to let you know it will take at least 2-3 weeks to get them." Wow. Go ahead and order the parts please. So I am told I am waiting for 3 parts. Also, they let me know that my outdoor ice maker was not covered under the home warranty since it was not within the perimeter of the house, but in an outdoor kitchen area-where it was designed to be. They had already charged me $75 to come see the cooktop AND $75 to take a 5 second look at the ice maker while they were here looking at the cooktop in February. The call to inform me the parts were not ordered and the ice maker was not covered was in mid-late April.
American Home Warranty called this past Friday at 5pm JUNE 5th, to ask if the cooktop was fixed. Here we are in June I said no, as a matter of fact it hasn't been fixed. I called Mastermind to tell them I was tired of waiting and I would pay whatever it costs to dump the warranty and pay them directly to get the part and come fix the cooktop asap. Quentrese, the owner/ supervisor, said that they cannot order the part, I need to call the Home Warranty of America and tell them 3 parts that are needed have not arrived. (they were the ones who told me to be expecting 3 parts total.) I asked if they could communicate with the warranty company since I already had to wait 12 minutes to talk to them on this call. No ma'am, we don't have time to call them directly to ask them to order the correct parts, you have to tell them which part they need or to call us. So, in short, I AM the Middleman. I have to call them, then call them, then call them back, etc.
I end up calling Home Warranty of America, despite not having time to sit on the phone for 45 additional minutes for the 4-5th time. It takes over 15 minutes to get through. They say the parts I have been waiting for since February have not yet been ordered. I ask how long it will take to order them and their reply is that I can call back and find out next week, maybe. So no answer basically. As you can imagine, I am livid. I told Quentrese that I was going to call my regular appliance man to go get the parts and come fix the stove, probably tomorrow. She said, please go right ahead. How is THAT for customer service. Needless to say I will be asking for the remainder of the $$ that was spent to buy the home warranty, back and calling the news to report the scam that I believe is being pulled between these two companies me and I am sure other consumers. What a SHAME!!! Like I said, Buyer Beware!!!
After asking Home Warranty of America to connect me to a supervisor, he put me on hold for an additional 8 minutes during which he was updating the notes on the call. He then returned to the line to let me know he was now connecting me to a voicemail of a supervisor. This is after 45 minutes of being on hold and 3 minutes of speaking to me. I am NOT happy!!! What a waste of time!!Helpful 0Thanks 0Love this 0Oh no 0Business owner information
James P.
Jun 10, 2015
We apologize for any inconvenience and regret that you are not completely satisfied. Before arriving at your home, the technician called to give you a 30 minute window. You informed the tech that although you probably may not be present by the time he arrived, he had your consent to enter the house. The technician stated that was fine, as long as someone over the age of 18 was there to receive him. You were not present upon the technician's arrival. Instead, he was greeted by two men who were renovating your home.
Once arriving at the home, the gentlemen escorted JP and showed him both appliances needing service (Lynx ice machine and Viking gas cooktop). The gas cooktop was not installed to any gas supply source. As a result, it was quite challenging for the technician to make an inclusive diagnosis of the unit. Therefore, based on your explanation of the issues you were experiencing with the gas cooktop (and JP's decade of experience as a factory-trained, insured and licensed appliance technician), he thought it was sensible to put in for all assumed necessary parts with your warranty company (Home Warranty of America).
The technician was at your home for one hour. Within the hour, JP inspected the Lynx ice machine, diagnosing the unit as having a sealed system (cooling) problem. Per your warranty, we are not authorized to do any such repairs until we receive approval from Home Warranty of America.
The next morning the tech contacted HWA with his diagnosis of the units and was told that the Lynx ice machine was not covered under your warranty plan. As such, a diagnostic charge for the non-covered item (Lynx ice machine) was due. A deductible was also due for the gas cooktop. You owed $75.00 per unit, for a total of $150 which you were informed of before we dispatched a technician out to your place of residence. You agreed to pay.
HWA informed us that they would contact us with a decision on whether or not they will authorize us to repair or offer options, such as buy-out or replacement of unit. Two weeks later, HWA contacted us, informing us that they would offer you a cash-out towards a new unit and to go ahead and close out your claim. Then, a month later, HWA contacted us informing us that you declined the cash-out offer and that you preferred to have your unit repaired.
Home Warranty of America did approve the estimate of repair. HWA supplies parts and has them direct-shipped to the homeowner. HWA also informed us that they would inform you about both items (non-covered unit and the approval on her gas cooktop range). Also, parts can take up to 7-10 business days to arrive to customers' homes if parts are not factory back-ordered. You were told by both us, and your warranty company that once you received parts to contact us for scheduling so we can have the technician go back out to repair your unit.
On March 23, 2015, we were informed that the parts would be shipped to you within 7-14 days. About 2 months passed, and you still had not contacted us to inform us whether you had or had not received the parts. On April 16, we spoke with an account manager by the name of Edgar to discuss labor and costs. Edgar approved the cost of repair. On June 5, 2015 Katherine (office Supervisor with Masterminds of Appliances, LLC) contacted HWA to find out why you had not yet received the parts which we originally put in for. We were told that all parts had been ordered and should have already been received by you. Upon contacting you, you informed us that you had in fact received some of the parts, and asked that we verify that they are all correct. You failed to mention a particular part number. This part was missing. We informed you that you were missing a necessary part, and as such, we did not place you on schedule for part installation. You became very upset, and inquired why we could not provide you with a status on the parts that should have been ordered. We suggested that you contact Home Warranty of America, as they would be able to provide you with an ETA of the parts, since 3rd party warranty companies supply parts themselves (we only put in for them). You offered to pay for the parts out of pocket but we informed you that the best solution would be to contact your warranty company. You refused, stating that you would rather have another appliance technician, which you personally knew, to repair your appliances instead. At this point, we agreed with you that you should proceed in accordance with your best interest. We apologize for any inconvenience this may have caused, albeit any discrepancies should be resolved with Home Warranty of America.
The refund you are requesting is a legitimate charge. This covers for both diagnostic and trip charge as per your contract with HWA. You informed us that you would hire another company of your choice to repair both of your units. We contacted your warranty company to let them know that you declined repairs of your unit.Jun 8, 2015Previous reviewHORRIBLE.
Buyer beware. I was linked up to them through Home Warranty of America and I cannot stress enough NOT to involve yourself in business with EITHER of these companies.
Just sending out a buyer beware. My new house came with Home Warranty of American. I called in mid-JANUARY to have the main burner on my Viking cooktop repaired. And I wanted our LYNX outdoor ice maker looked at since it was filling up with water and not draining. The home warranty company called Masterminds of Appliances, a locally owned (by a woman named Quentrese (no last name)-according to her) appliance repair company.
They scheduled my appointment for the END OF FEBRUARY, since that was their first available appointment. The guy came for 10 minutes and looked at the appliances no better than I had, using 2 eyes and no hands. Decided to order all the parts that may or may not be broken. TWO MONTHS LATER, American Home Warranty called to let me know they were offering $342 as a stove replacement for my Viking Range, instead of ordering the parts. "WHAT? you haven't even ordered the parts?? $342 for a $3600 cooktop??" "No ma'am and we wanted to let you know it will take at least 2-3 weeks to get them." Wow. Go ahead and order the parts please. So I am told I am waiting for 3 parts. Also, they let me know that my outdoor ice maker was not covered under the home warranty since it was not within the perimeter of the house, but in an outdoor kitchen area-where it was designed to be. They had already charged me $75 to come see the cooktop and $75 to take a 5 second look at the ice maker while they were here looking at the cooktop in February. The call to inform me the parts were not ordered and the ice maker was not covered was in mid-late April.
American Home Warranty called this past Friday at 5pm JUNE 5th, to ask if the cooktop was fixed. Here we are in June I said no, as a matter of fact it hasn't been fixed. I called Mastermind to tell them I was tired of waiting and I would pay whatever it costs to dump the warranty and pay them directly to get the part and come fix the cooktop asap. Quentrese, the owner/ supervisor, said that they cannot order the part, I need to call the Home Warranty of America and tell them 3 parts that are needed have not arrived. (they were the ones who told me to be expecting 3 parts total.) I asked if they could communicate with the warranty company since I already had to wait 12 minutes to talk to them on this call. No ma'am, we don't have time to call them directly to ask them to order the correct parts, you have to tell them which part they need or to call us. So, in short, I AM the Middleman. I have to call them, then call them, then call them back, etc.
I end up calling Home Warranty of America, despite not having time to sit on the phone for 45 additional minutes for the 4-5th time. It takes over 15 minutes to get through. They say the parts I have been waiting for since February have not yet been ordered. I ask how long it will take to order them and their reply is that I can call back and find out next week, maybe. So no answer basically. As you can imagine, I am livid. I told Quentrese that I was going to call my regular appliance man to go get the parts and come fix the stove, probably tomorrow. She said, please go right ahead. How is THAT for customer service. Needless to say I will be asking for the remainder of the $$ that was spent to buy the home warranty, back and calling the news to report the scam that I believe is being pulled between these two companies me and I am sure other consumers. What a SHAME!!! Like I said, Buyer Beware!!! - Connor D.Houston, TX43Nov 16, 2015
Waited a week and a half and paid $85.00 for no reason at all.
They give you a longer window of time than AT&T to show up at your house, pay no attention to the advance arrival notice requested, and then show no remorse or are even apologetic in the slightest when they can't make it to your house within the 6 hour window that they give you after making someone available at your place for an entire Saturday.
Even after showing up at my place looking at the issue, it takes an additional almost 72 hours for them to give you an estimate on how much it will cost to repair anything.
I would definitely take my business somewhere that is prompt, attentive, and more caring to the needs of their customer.Helpful 1Thanks 0Love this 0Oh no 0
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