Diamond Certified Company Report

Kelly’s Appliance Center

Diamond Certified Company Report

Kelly’s Appliance Center

Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i
Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
Phone SURVEY RESPONSES FROM 150 VERIFIED CUSTOMERS i

Logan B.

VERIFIED Kelly’s Appliance Center CUSTOMER

1 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

They kind of stuck with me. I bought a used product. They gave me a lot of information on it and never ended up charging me until they actually had to come out and repair it, so I think they are fair and patient.

The flexibility in trying to figure out what I needed, as they were really patient and worked with me to get the appliances where I needed them.

Randall D.

VERIFIED Kelly’s Appliance Center CUSTOMER

2 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

Use them.

Their service and quality

Ruthanne R.

VERIFIED Kelly’s Appliance Center CUSTOMER

3 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

The young man who came out to help me was very polite, very professional, and very helpful.

They were professional, nice and helpful.

Read All 150 Survey Responses at Ratings View
Diamond certified VIDEO PROFILE
Diamond certified company PROFILE

Owner Mark Kelly (L) and Service Manager Dane Marcy

Kelly’s Appliance Center performs major household appliance repairs in Sonoma County and Novato. In addition to working on everything from dishwashers and garbage disposals to refrigerators and ovens, the company helps do-it-yourselfers by carrying a wide variety of parts made by industry-leading manufacturers like Sub-Zero, General Electric and Thermador.

Owner Mark Kelly says much of Kelly’s Appliance Center’s success can be attributed to its customer-oriented approach to every job. “Our goal is to get our clients’ appliances up and running as quickly, efficiently and cost-effectively as possible, so everything we do is geared toward accomplishing that goal. By being fair, honest and reliable, we’re able to make sure each customer gets exactly what they need.”

Kelly’s Appliance Center provides live telephone support for clients who want to set up appointments, which Mr. Kelly says is rare in the appliance service industry. “Our customers never get sent to a call database—we’re right here to talk to them about their situations. We really enjoy interacting with our clients and helping them get their appliances working again.”

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COMPANY REPORT NAVIGATION

Diamond Certified Companies are Rated Highest in Quality and Helpful Expertise.

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DIAMOND CERTIFIED RESEARCHED CAPABILITIES ON Kelly’s Appliance Center

COMPANY CONTACT
Service AREA

Marin County
Sonoma County

SERVICES PERFORMED

Appliance Service & Repair
Appliance Parts

BRANDS Supported
  • Health Safety Qualified

  • Sub-Zero

  • Bosch

  • Thermador

  • Viking

  • Amana

  • Hotpoint

  • JennAir

  • Maytag

  • Siemens

  • Whirlpool

  • Insinkerator

  • General Electric

DIAMOND CERTIFIED RESEARCHED ARTICLES ON Kelly’s Appliance Center

Kelly’s Appliance Center is factory-authorized to service Thermador appliances, like this kitchen range.

Company Profile

Kelly’s Appliance Center performs major household appliance repairs in Sonoma County and Novato. In addition to working on everything from dishwashers and garbage disposals to refrigerators and ovens, the company helps do-it-yourselfers by carrying a wide variety of parts made by industry-leading manufacturers like Sub-Zero, General Electric and Thermador.

Owner Mark Kelly says much of Kelly’s Appliance Center’s success can be attributed to its customer-oriented approach to every job. “Our goal is to get our clients’ appliances up and running as quickly, efficiently and cost-effectively as possible, so everything we do is geared toward accomplishing that goal. By being fair, honest and reliable, we’re able to make sure each customer gets exactly what they need.”

Kelly’s Appliance Center provides live telephone support for clients who want to set up appointments, which Mr. Kelly says is rare in the appliance service industry. “Our customers never get sent to a call database—we’re right here to talk to them about their situations. We really enjoy interacting with our clients and helping them get their appliances working again.”

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Company Philosophy

“Our customers are very important to us, so we treat them the way we’d want to be treated and do whatever we can to take care of their needs. Providing personal customer service is our number one priority, and we take great pride in ensuring the satisfaction of every client.”

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Comparative Summary

Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for appliance repair companies that have earned the prestigious Diamond Certified award. For Kelly’s Appliance Center, the most effective way to keep customers happy is to provide them with fast, honest, reliable service. “We treat our customers the way we’d want to be treated,” affirms owner Mark Kelly. “By providing high-quality work and keeping our promises, we’re able to make sure every customer gets exactly what they need.”

Kelly’s Appliance Center has been servicing and repairing household appliances at its Cotati facility since 1975. The company has the in-house capabilities to work on everything from dishwashers and garbage disposals to refrigerators and ovens, and it also helps do-it-yourselfers by carrying numerous parts made by top manufacturers like Sub-Zero, General Electric, and Thermador.

Unlike appliance repair companies that overbook themselves and let inquiries from potential clients go to machines or call centers, Kelly’s Appliance Center makes sure an employee answers every phone call and provides a personal response. “Having a live person answer calls is unusual in this industry, but we believe it’s important for providing the best possible customer service,” says Mr. Kelly. “This approach also lets us set up appointments within 24 hours of the initial call, which our customers really appreciate.”

Another distinguishing feature of Kelly’s Appliance Center is the comprehensive satisfaction guarantee it provides on every job. “All our parts and services are covered by a 90-day warranty, so if a customer has a problem with an appliance during that time period, we’ll come to their home, test the appliance and get it working properly. We want every customer to be happy with our service, and standing behind our work with a strong guarantee is an important part of that.”

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Industry Info

When choosing an appliance repair company, it’s a good idea to do your homework beforehand.

When a major appliance breaks, it can be hard to know whom to call. Each type of repair service seems to have pros and cons. Some of the big brands offer convenient nationwide service plans through their repair technicians, while independent companies might offer more personalized service. The differences between your choices can seem overwhelming when all you want is a fast, efficient repair.

Mark Kelly, owner of Kelly’s Appliance Center in Cotati, says there are a few options. “Large, national brands like Sears are easy to call, but you never know if you’ll get the same technician because they have multiple technicians servicing the same area. Small appliance repair companies usually send the same technician every time, but they might be booked for weeks in advance, so it can be harder to get fast service. I recommend finding a company that can bridge the gap—one that takes care of you as an individual and has enough technicians to provide quick service.”

But what if you’re adamant about hiring a technician who’s an expert in your appliance’s make and model? Mr. Kelly says that while national brands have their own service technicians who specialize in specific brands, they aren’t your only choice for certified, professional repairs. “Independent technicians can attend classes and get certified in repairs for various brands, and repair technicians can become factory-authorized and get up-to-date training on ever-evolving appliances.”

This is especially important in an era when appliances are going wireless and becoming smaller and faster. “The newest technology is always evolving and changing,” affirms Mr. Kelly. “That’s why it’s important to find a repair technician who understands the technology and is able to do the repairs in a way that protects your appliance.”

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Frequently Asked Questions

Q: Can you fix my specific type of appliance?
A: Yes, we have the training and equipment to work on most types of appliances.

Q: How soon can you service my appliance?
A: We can usually have a technician at your home within 24 hours of your initial call.

Q: How much will it cost to fix my appliance?
A: We charge a flat service fee to come to your home, diagnose the problem and give an estimate for the repair. That diagnostic fee goes toward the cost of the repair.

Q: Are your technicians up-to-date on the most modern appliances?
A: Yes. We understand that appliance technology is always evolving, so we require our technicians to attend training classes and get certified on the newest products. We’re factory-authorized servicers for Samsung, Bosch, Thermador and InSinkErator, and we participate in ongoing webinars to make sure we’re on top of changes in the industry.

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SELECTED PHOTOS FROM Kelly’s Appliance Center

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DIAMOND CERTIFIED EXPERT CONTRIBUTOR ADVICE & TIPS FROM Dane Marcy

Expert CONTRIBUTOR PROFILE
  • Dane Marcy is service manager of Kelly’s Appliance Center, a Diamond Certified company. He can be reached at (415) 523-0016 or by email.

Dane Marcy: Mechanically Motivated

By James Florence, Diamond Certified Resource Reporter

COTATI — When asked what moved him to become an appliance repair technician, Dane Marcy says he was merely recapturing a missed opportunity. “I actually should’ve started working in appliance repair a lot sooner,” he says. “I’ve always been mechanically inclined—as a boy, I used to tinker around with everything from bikes to lawnmowers. When I was a teenager, my dad’s fiancée worked for an appliance company and I wanted to get a job there. However, it was too far from where I lived and it didn’t make sense for me to commute for $7 an hour.”

After high school, Dane started working in the construction field, only to have his professional aspirations put on hold following the 2008 recession. Fortunately, just as one career path was coming to an end, he stumbled upon another. “I was browsing online one day and saw an ad for an appliance repair technician. It reminded me of the job I’d missed out on as a young man, and it still sounded fun, so I applied. I was hired, and since the day I started, I’ve loved every minute of it.”

Today, as service manager at Kelly’s Appliance Center, Dane says he enjoys both the technical and customer service aspects of his job. “I enjoy diagnosing problems, especially the tricky ones, where you really have to dive into the machine and use your deductive skills. I also like making customers happy. When I’m able to get someone’s refrigerator or washer working again, it makes their day, which makes mine in turn.”

A resident of Rohnert Park (where he lives with his wife, Jessica, and their daughter), Dane spends his free time on a variety of pastimes, from outdoor activities to brewing beer. “I love getting out and going camping, fishing, snowboarding, off-roading—basically, anything related to the outdoors,” he affirms. “I also brew beer at home, especially in the winter when there’s not as much to do outside. Other than that, I like to read and just tinker around with various projects I have going in my garage.”

In regard to his professional career, Dane espouses the importance of honesty. “I was raised by a single mom and we didn’t have much money,” he recounts. “When the washer or fridge would break down and she had to call a repairman, she was always worried about getting ripped off. Now that I’m an appliance specialist, I keep that perspective in mind when dealing with customers. I try to put them at ease by being honest and making the experience as positive as possible.”

When asked the first thing he’d do if he were to retire tomorrow, Dane says he’d become a highly refined mountain man. “If I could afford it, I’d probably buy a home in the mountains and spend my days fishing, hunting, and hanging out with my family.”

Ask Me Anything!

Q: What’s your favorite brewery?
A: Mission Brewery in San Diego.

Q: What’s the most death-defying feat you’ve ever attempted?
A: Attempting tricks while snowboarding. One time I came pretty close to being hospitalized.

Q: Who makes you laugh?
A: My wife.

Q: Do you collect anything?
A: Old or unusual clocks. My grandmother used to collect them, so I’ve sort of carried that on. I don’t have too many, but if I’m at a garage sale and see a neat one, I might pick it up.

Q: What’s your favorite snack?
A: Little Debbie Swiss Rolls.

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Expert articles
  • Avoiding Problems When Cleaning Your Stovetop

    COTATI — Cleaning your stovetop may seem like a simple task, but if you aren’t careful, you can accidently cause problems with its functionality. In particular, you need to prevent moisture from getting into the wrong places. For example, if the stove’s burners get exposed to too much cleaning solution, they can cease to function until they dry. Additionally, if moisture gets behind the control knobs, it can potentially affect the electrical components directly behind them.

    To prevent these types of problems, it’s important to use the right amount of cleaner on your stovetop and apply it correctly. Rather than spraying the cleaning solution directly onto the stovetop, spray it onto the cloth you’re using to wipe it down. Also, don’t oversaturate the cloth; if it’s very moist, you should dry off burners and other sensitive areas after cleaning them.

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Expert video tip
  • Video: How to Clean Your Stovetop

    Complete Video Transcription:

    COTATI — Host, Sarah Rutan: Cleaning a stovetop is a simple task, but if you aren’t careful, you can run into problems. Today we’re in Cotati with Diamond Certified Expert Contributor Dane Marcey of Kelly’s Appliance Center to learn more.

    Diamond Certified Expert Contributor, Dane Marcy: A common problem a lot of people have when cleaning their stoves is getting too much moisture on it. A good tip is to spray your cleaner on a rag, and wipe it down. If you spray the cleaner directly on, you can get water and moisture behind the knobs on the electrical components.

    Another common issue that’ll happen is when you’re cleaning around the burners, it’s also good not to spray directly on the burner, because you’ll get moisture inside the burner, and that’ll take a long time to evaporate and dry out, and your burner won’t light. So, make sure to wipe it down; dry it off. And then when you’re putting your caps back on, make sure that they click and lock into place. Otherwise, when you go to light it, it may continue to spark.

    Host, Sarah Rutan: To learn more from local, top rated companies, visit our Diamond Certified Expert Reports at experts.diamondcertified.org.

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Kelly’s Appliance Center WEBSITE AND EXTERNAL FEED
  • Kelly’s Appliance Center SOCIAL MEDIA FEEDS
Diamond Certified RATINGS ON Kelly’s Appliance Center
Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i

Each surveyed customer was asked, “If you needed any helpful expertise, did this company provide that expertise?” To calculate this score, total “Yes” responses were divided by total responses (excluding those that stated they hadn’t needed any expertise).

Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
Phone SURVEY RESPONSES FROM 150 VERIFIED CUSTOMERS i

Logan B.

VERIFIED Kelly’s Appliance Center CUSTOMER

1 of 150

Quality 10
10
Loyalty Yes
CRITIQUE

They kind of stuck with me. I bought a used product. They gave me a lot of information on it and never ended up charging me until they actually had to come out and repair it, so I think they are fair and patient.

The flexibility in trying to figure out what I needed, as they were really patient and worked with me to get the appliances where I needed them.

Tom M.

VERIFIED Kelly’s Appliance Center CUSTOMER

2 of 150

Quality 10
10
Loyalty Yes
CRITIQUE

I think they are very knowledgeable and trustworthy.

I felt like they were honest with the repair.

Robert C.

VERIFIED Kelly’s Appliance Center CUSTOMER

3 of 150

Quality 10
10
Loyalty Yes
CRITIQUE

Really friendly and down to earth people, and the service was fast.

The technician was honest and straightforward.

Michelle P.

VERIFIED Kelly’s Appliance Center CUSTOMER

4 of 150

Quality 10
10
Loyalty Yes
CRITIQUE

I used them in the past when I managed apartments in Mill Valley. I called them for Sonoma County, but they don't come out this far due to the traffic. They were quick to respond.

They were always on time, very professional, positive, and upfront.

Rosanne B.

VERIFIED Kelly’s Appliance Center CUSTOMER

5 of 150

Quality 10
10
Loyalty Yes
CRITIQUE

Try them. They are good. They are reliable and honest.

Honest, reliable, on time and just really overall people you would want in your home.

Cindy M.

VERIFIED Kelly’s Appliance Center CUSTOMER

6 of 150

Quality 10
10
Loyalty Yes
CRITIQUE

I would recommend them.

I was able to book and schedule right away.

Richard W.

VERIFIED Kelly’s Appliance Center CUSTOMER

7 of 150

Quality 10
10
Loyalty Yes
CRITIQUE

I felt they were honest.

Prompt service and professional

Tanya S.

VERIFIED Kelly’s Appliance Center CUSTOMER

8 of 150

Quality 10
10
Loyalty Yes
CRITIQUE

It is hard to pick one out of the phone book. I would absolutely recommend them. They are head and shoulders above the rest and friendly. They explain what to expect from the life of the appliance.

Friendly and very informative

Bobbi E.

VERIFIED Kelly’s Appliance Center CUSTOMER

9 of 150

Quality 10
10
Loyalty Yes
CRITIQUE

They know what they are doing and get it done right the first time.

They are friendly too. They got the job done in a timely manner.

Jessemy H.

VERIFIED Kelly’s Appliance Center CUSTOMER

10 of 150

Quality 10
10
Loyalty Yes
CRITIQUE

Reliable

Easy to schedule with and prompt

Jim F.

VERIFIED Kelly’s Appliance Center CUSTOMER

11 of 150

Quality 10
10
Loyalty Yes
CRITIQUE

Honest and reliable

The owner, Mark, was there and seemed like a good guy.

Valerie N.

VERIFIED Kelly’s Appliance Center CUSTOMER

12 of 150

Quality 10
10
Loyalty Yes
CRITIQUE

They can fix anything. They fixed my old Wedgewood stove. Now, I am in a new house, and they fix these appliances too.

They are quick, you don't have to wait, but it may take a minute for the part.

Larry H.

VERIFIED Kelly’s Appliance Center CUSTOMER

13 of 150

Quality 10
10
Loyalty Yes
CRITIQUE

I would recommend them for any appliance needs.

Responsive, friendly, and very knowledgeable about the problem that I had.

David W.

VERIFIED Kelly’s Appliance Center CUSTOMER

14 of 150

Quality 10
10
Loyalty Yes
CRITIQUE

Good and reliable service

The technician was friendly and knowledgeable.

Wendi H.

VERIFIED Kelly’s Appliance Center CUSTOMER

15 of 150

Quality 10
10
Loyalty Yes
CRITIQUE

Very prompt and trustworthy, I trusted them.

Friendly and very accommodating

Linda K.

VERIFIED Kelly’s Appliance Center CUSTOMER

16 of 150

Quality 10
10
Loyalty Yes
CRITIQUE

They are really reliable, trustworthy, and honest.

A local company with that level of honesty, he even at one point came out and said just replace it and left without getting paid.

Rosalie P.

VERIFIED Kelly’s Appliance Center CUSTOMER

17 of 150

Quality 10
10
Loyalty Yes
CRITIQUE

If they get the same young man that I did, Dane, as he was very thorough, helpful, and explained everything.

He came out when he said he was going to, on time, and fixed it up.

Susan B.

VERIFIED Kelly’s Appliance Center CUSTOMER

18 of 150

Quality 10
10
Loyalty Yes
CRITIQUE

They are local, very friendly, professional, and they actually show up on time.

Local, and from the moment you call to the very end, they are friendly.

Ellen M.

VERIFIED Kelly’s Appliance Center CUSTOMER

19 of 150

Quality 10
10
Loyalty Yes
CRITIQUE

Value, knowing they cover multiple appliances, and they are local.

You always know they will come out if you call them.

Debra B.

VERIFIED Kelly’s Appliance Center CUSTOMER

20 of 150

Quality 10
10
Loyalty Yes
CRITIQUE

I think that they are good. I would recommend them to others. They are professional, know what they are doing, and they come to your home.

They knew what needed to be done, and they did it. They were the only ones who returned my call.

Read All 150 Survey Responses at Ratings View

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