Balcum Appliance Inc

We purchased a dishwasher and refrigerator from Johnson Appliance in March 2025, along with the extended warranty they recommended — something I typically decline, and this experience is exactly why. In May 2026, our dishwasher stopped working. Since we had the extended warranty, repairs were fully covered, and I simply needed a technician to assess the problem. It took about a month of back-and-forth just to get someone scheduled — frustrating, but I chalked it up to the business being short-staffed and didn't think much of it at the time. Once a technician came out, we were told the fix was simple: a new water pump, with the part expected in a couple of weeks. That was roughly three months ago. Since then, communication has essentially stopped. After three weeks of silence I called the service department and left a message. No response. I have called every week since — sometimes reaching a receptionist who can only pass along a note for someone to call back, sometimes just leaving another voicemail. The receptionist herself has acknowledged that she recognizes my calls and doesn't understand why the service team hasn't followed up. I still have not received a single update. I understand parts can be delayed and businesses get backed up. What I can't overlook is going three months without so much as a phone call explaining the holdup. A warranty is only as good as the service behind it, and based on this experience, I would not purchase an extended warranty through Johnson Appliance again. If you want warranty coverage on an appliance, I'd strongly recommend going directly through the manufacturer or a third party instead.

Johnson appliance blame their long time customer rating of a “2” due to customers angry that their item wasn’t under warranty. I question why all the other local appliance repair companies continue to be a near “5” customer satisfaction. I suspect Johnson appliance repair are the lowest customer satisfaction is due to their poor customer service, arrogant service technician, and wellness to steal money from customers. It’s sad that the manager and owner are well aware of this and know their technician is rude to customers and do nothing to correct these actions. I suspect they stay in business due to the limited options of appliance repair companies in the area. Currently causing many repair personnel that travel from the Twin Cities. I suspect their ability to arrive quickly while the preferred companies are busy with appointments scheduling a week or two out is another reason people make the mistake of of calling them. I was in a bind, hoping the known poor customer service was corrected and yes they were able to arrive in two days. Nothing changed, same arrogant repairman. They misdiagnosed my washer as needing a new gearbox with a repair cost of $600+ and advised me to buy a new washer. After researching I was directed to a common problem and repaired the washer for $10 by replacing a splined piece under the agitator, 30 minutes. I contacted Johnson appliance and agreed of the misdiagnosis. No apologies, no return of diagnosis charges, just excuses with no return calls from management or owner. They are known for poor customer service and they don’t seem to care.

Absolutely THE WORST service possible! Over Four Months of calls from Whirlpool, Johnson Mertz and myself to this company and they have not returned a single phone call to me or provide any update whatsoever! Finally they told our Whirlpool representative they would deliver our replacement refrigerator on September 4th. We stayed hope from our scheduled vacation for the delivery and guess what? Not only did they not show up but when we called them they couldn’t provide us with any information saying they didn’t see us on the schedule for delivery nor did they even see any notes on our replacement. This company is beyond poor service! Oh and I will NEVER again buy any appliances from Johnson Mertz either as they simply pawn off any problems on to this pathetic company and eventually Johnson Mertz won’t even call you back! Seriously, how difficult is it to simply make a quick phone call to your customer or to actually show up on the day you tell the customer you’re delivering the replacement refrigerator? Unbelievable, companies like this even exist!

I had this company come to my house for a GE dryer warranty work. I was very unimpressed with the very rude tech that came to my house. I was told they would need to order parts and it would be 4-6 weeks. After 6 weeks of waiting I started calling the shop. Lucky for me I got to speak with some very rude workers there. Part was at the shop they just didn’t realize it. The same rude tech came to my house 1 week later for the service. He was gone in 10 minutes. 5 months later the same issues comes up with my dryer. Warranty is expired at this time. I had another company come out. This company was there in 3 days. He showed me what was wrong. Answered all my questions. He also noticed how Johnson Appliance didn’t complete my warranty work. Wires were spliced together. The new company informed me he knew what he was doing. He knew it would break in 5 months. I would never ever recommend this company. For whatever it’s worth, I’ve never left a review before in my life. Do yourself a favor and look for another service. I recommend Rainbow Appliance.

I have used them for numerous repairs because they are apparently the only company certified to repair certain brands. Stopped using based on previous experiences and lack of customer service. I had to use them again as they were the only one that could service a True brand refrigerator. During the install they completely scratched and damaged our cabinets. I tried to give them the opportunity to make it right before posting this review. 2 month later and nothing.