Diamond Certified Company Report

Tom’s Appliance Service, Inc.

Diamond Certified Company Report

Tom’s Appliance Service, Inc.

Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i
Company Credentials i
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
Phone SURVEY RESPONSES FROM 350 VERIFIED CUSTOMERS i

Steve T.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

1 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

That they're great, we used them through a AAA insurance claim we had to make for some damages as homeowners.

The tech made sure I understood the issue. They showed me and gave me possible solutions which I was able to make a discussion from. He was able to offer suggestions on how to move forward.

Tyler M.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

2 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

I highly recommend Tom. It's the same thing all the way out for all the questions. I have no bad things to say, tens across the board.

He was very professional, he's the owner. He gave me great advice and was very clean.

Tom F.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

3 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

They went above and beyond. They did a few little extras and didn't charge.

The tech was really great at explaining the issues to me.

Read All 350 Survey Responses at Ratings View
Diamond certified VIDEO PROFILE
Diamond certified company PROFILE

Tom’s Appliance Service, Inc. has been providing appliance service and repair for clients throughout Santa Clara and San Benito Counties since opening in the 1960s. Over the past two decades, the company has specialized in repairing Sub-Zero, Wolf and Scotsman brands.

Owner Jorge Paiva took over ownership of Tom’s Appliance Service in 1999 from original proprietor Tom Hughey. Mr. Paiva says he strives to continue the tradition of quality for which the company is known by providing excellent appliance service for his clients.

Mr. Paiva is factory-trained to perform Wolf, Sub-Zero and Scotsman repairs. To ensure his expertise, he attends training sessions at the Sub-Zero and Wolf manufacturing facilities in Madison, Wisconsin.

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DIAMOND CERTIFIED RESEARCHED CAPABILITIES ON Tom’s Appliance Service, Inc.

COMPANY CONTACT
Service AREA

Santa Clara County
San Benito County

SERVICES PERFORMED

Appliance Service and Repair
Preventive Maintenance

BRANDS Supported
  • Fisher and Paykel

  • DCS

  • Scotsman

DIAMOND CERTIFIED RESEARCHED ARTICLES ON Tom’s Appliance Service, Inc.

Tom’s Appliance Service sends a stocked service van to every job.

Company Profile

Tom’s Appliance Service, Inc. has been providing appliance service and repair for clients throughout Santa Clara and San Benito Counties since opening in the 1960s. Over the past two decades, the company has specialized in repairing Sub-Zero, Wolf and Scotsman brands.

Owner Jorge Paiva took over ownership of Tom’s Appliance Service in 1999 from original proprietor Tom Hughey. Mr. Paiva says he strives to continue the tradition of quality for which the company is known by providing excellent appliance service for his clients.

Mr. Paiva is factory-trained to perform Wolf, Sub-Zero and Scotsman repairs. To ensure his expertise, he attends training sessions at the Sub-Zero and Wolf manufacturing facilities in Madison, Wisconsin.

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Company Philosophy

“I strive to do great, honest work at a fair price, so when people call me for a job, I want them to feel good about the choice they’ve made. I deliver the same quality of service to every customer, regardless of the size or cost of the job—whether they live in a multi-million dollar home or a tiny apartment, I want to make them feel like they’re my most important customer. Loyalty is very important to me, and the only way to achieve this is through excellent customer service.”

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Comparative Summary

According to its owner, Jorge Paiva, Tom’s Appliance Service, Inc. values every one of its customers, whether they live in “a multi-million dollar home or a one-bedroom apartment.”

Mr. Paiva says small courtesies make the difference with his Morgan Hill-based business. Customers receive a phone call in advance of their appointment, so they don’t have to wait at home for a technician to arrive. Mr. Paiva and his employees have often returned to a previous jobsite, despite having no obligation to do so, to correct problems that weren’t covered under the company’s warranty.

“We simply want to make our customers happy,” says Mr. Paiva. He recounts a yearlong period during which he paid almost monthly repair calls to a customer who, despite ample evidence to the contrary, had convinced himself his refrigerator was malfunctioning.

Mr. Paiva says Tom’s Appliance Service has a large and loyal customer base, which it acquired “through exceptional customer service.” Customer satisfaction is important to the company–it routinely fields calls from customers who commend it for the caliber of its work and professionalism.

All service appointments are managed with sophisticated scheduling software that tracks jobs in real time. The company uses TV screens to track the whereabouts of every technician, from the moment they clock in to the moment they leave. “Every employee and job is accounted for,” says Mr. Paiva. “Nothing and no one slips through the cracks.”

Tom’s Appliance Service’s technicians are among the few in Santa Clara Valley who are factory-trained and certified at the Sub-Zero and Wolf manufacturing facilities in Madison, Wisconsin. In fact, says Mr. Paiva, the company is one of only 100 in North America selected for distinction by Sub-Zero.

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Industry Info

When hiring someone to repair an appliance in your home, trust your instincts. Most of us don’t judge people by how they look, but if an appliance repair company has employees who don’t look professional, don’t wear uniforms, and don’t show up at your home with the proper tools, you may have made the wrong choice, says Jorge Paiva, owner of Tom’s Appliance Service, Inc. in Morgan Hill.

A repair shop has an obligation to instill confidence in its customers and allay any fears they might have about inviting strangers into their homes. When companies aren’t scrupulous about whom they hire, says Mr. Paiva, it suggests they aren’t really focused on their customers’ concerns. “I tell my workers to park in front of a house when they arrive for a job. When the homeowner looks through their window, they can see the van is properly marked and clean, and the workers are wearing uniforms and have scrubs to protect their floors.”

Mr. Paiva says the Internet has made it possible for virtually anyone to “put a magnet on the side of their car and automatically become a repair person. A lot of these people just aren’t prepared. They don’t have the training. Just because you’re handy and can fix things doesn’t mean you should be doing this for a living,” he says.

If you’re unsure where to find a reliable and conscientious repair company, Mr. Paiva recommends a referral from a friend or relative. If you resort to the phone book, however, understand that the companies with the largest ads don’t necessarily offer the best service.

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Frequently Asked Questions

Q: How quickly can you get parts?

A: Most times, we can immediately get them. We have a large inventory in our trucks; I think they’re the best-stocked vehicles in the area. If we don’t have a part, we can usually get it within a day or two.

Q: How quickly can I schedule a service call?

A: We can often come out the same day. Other times, it may be a day or two. We have customers who say, ‘I don’t care how long it takes, I want your company because I know you’ll do it right.’ Sometimes it’s best to wait an extra day or two to get it right the first time rather than hire someone out of the phone book who’s available immediately.

Q: I worry about repairmen in my home. Can I trust yours?

A: Absolutely. Our workers are absolutely professional, clean and courteous. They wear uniforms and have scrubs to protect your floors. They can wear booties if you’d prefer. They have latex gloves, dust masks, vacuums, ladders, and tools—everything they need.

Q: Are you fully insured?

A: Absolutely.

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SELECTED PHOTOS FROM Tom’s Appliance Service, Inc.

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DIAMOND CERTIFIED EXPERT CONTRIBUTOR ADVICE & TIPS FROM Jorge Paiva

Expert CONTRIBUTOR PROFILE
  • Jorge Paiva is owner of Tom’s Appliance Service, Inc., a Diamond Certified company. He can be reached at (408) 778-9955 or by email.

Jorge Paiva: A Service Calling

By James Florence, Diamond Certified Resource Reporter

MORGAN HILL — After requesting a service call to fix a broken appliance, Jorge Paiva ended up getting a lot more than he bargained for. “My apartment had a broken dishwasher, so a technician was sent out to fix it,” he remembers. “We got to talking and he told me the company he worked for was hiring. At the time, I was working in the high-tech industry, but I had some familiarity with appliance repair, mostly because my father worked in the field. I told the technician I was interested, so he arranged for me to talk to his boss and I ended up with an apprenticeship. Since I worked graveyard shift at my high-tech job, I was able to train on appliance repair during the day. After nine months, I switched to appliance repair full time.”

During his initial years in the industry, Jorge gained a valuable acquaintance. “Tom Hughey, the founder of Tom’s Appliance Service, was friends with the owner of the company I worked for,” he explains. “He did warranty work on Sub-Zero products and had more than he could handle, so he started sending work over to us. Unlike the other techs at our company, I really enjoyed working on refrigerators, so I became the go-to person to work on the Sub-Zero models. Four years later, when Tom was preparing to retire, he asked if I was interested in buying his business. Because of my knowledge of the Sub-Zero products, I was the only person he felt was qualified enough to take over. I accepted and began operating as the new owner in 1999.”

Today, Jorge says his favorite part of his job is the simple satisfaction that comes from solving problems. “Sometimes I’ll go to a job where the customer has already hired other companies and spent a lot of money only to end up with the same problem. It’s really rewarding to go in, get to the bottom of the issue and provide a long-lasting solution.”

A resident of the South Bay Area, Jorge spends his time outside of work on a variety of active pastimes. “I enjoy outdoor activities like mountain biking, fishing and scuba diving,” he details. “Living in the South Bay, it’s nice having the Monterey Bay close by for my aquatic hobbies.” Jorge also enjoys spending time with his three children; going on walks with his dog, Bella; and traveling.

When asked the first thing he’d do if he were to retire tomorrow, Jorge says he’d take a trip back home. “I’m originally from the Azores, which is a group of islands off the coast of Portugal. I have a lot of family there, so I usually visit every year or two. If I were to retire, I’d probably spend a few weeks there.”

Ask Me Anything!

Q: What’s your favorite snack?

A: Popcorn.

Q: What’s your favorite sports team?

A: Sporting Club of Portugal, which is a Portuguese soccer team from Lisbon.

Q: What was your first job?

A: I worked in a fish cannery back in the Azores.

Q: What kinds of movies do you like?

A: Action movies.

Q: If you could travel anywhere in the world, where would you go?

A: I’d go to Australia to see the Great Barrier Reef.

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Expert articles
  • How to Remove Dish Soap From a Dishwasher

    MORGAN HILL — Have you ever run your dishwasher with dish soap instead of detergent? If so, you know the outcome. The sudsy character of the soap combined with the washer’s powerful mechanized spray basically creates a bubble bath for your dishes. However, this isn’t as fun as it sounds. When an excessive amount of suds builds up in a dishwasher, it can actually push water out of the machine and cause a leak.

    It’s not just large amounts of dish soap that can be problematic—even an excess of soapy residue on pre-washed dishes can potentially lead to a leak. To make matters worse, once dish soap is in your dishwasher, it can be difficult to fully remove.

    Fortunately, there’s a simple solution to this problem: olive oil. In addition to adding flavor to food, olive oil can be used to neutralize the effects of dish soap in your dishwasher. Here’s how to apply it:

    1. Insert two to three tablespoons of olive oil into your dishwasher.

    2. Run the dishwasher for 30 to 60 seconds.

    3. Stop the cycle and drain the dishwasher.

    4. Repeat steps 1-3 another two to three times as needed.

    By using this simple procedure, you can get your dishwasher working properly again without having to pay for a repair service.

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  • Cleaning Your Refrigerator’s Condenser Coils

    MORGAN HILL — A critical aspect of maintaining a refrigerator is routinely cleaning its condenser coils. These crucial mechanical components (which are responsible for cooling and condensing the unit’s refrigerant) have a tendency to collect dust and dirt over time. When this happens, the coils must work harder to perform their function, which can result in higher electricity bills and eventual failure of the unit. To avoid this, plan to clean your refrigerator’s condenser coils two to three times each year.

    To do this, you’ll first need to locate your refrigerator’s condenser coils, which may be located in one of several places, depending on the model. Common locations include underneath (behind the front base grille) or in back of the unit. Keep in mind that on some refrigerator models, the condenser coils are not accessible for cleaning.

    If your unit’s coils are located underneath, they’ll likely need to be cleaned a little more often, as dust and dirt tend to be more present at floor level. Also, if you have pets that shed, this can increase the needed frequency of cleaning.

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Expert video tip
  • Video: A Crucial Refrigerator Maintenance Step

    Complete Video Transcription:

    MORGAN HILL — Host, Sarah Rutan: Most everyone has a refrigerator, but few realize this household appliance requires regular maintenance. Today we’re in Morgan Hill with Diamond Certified Expert Contributor Jorge Paiva of Tom’s Appliance Service to learn one crucial step.

    Diamond Certified Expert Contributor, Jorge Paiva: So, most refrigerators will need to have their condensers cleaned. They automatically collect dust, pretty much all of them do. They should be cleaned at least once, two or three a year, depending on how much dust you have in your house. Whether you have pets that shed. Especially if the condenser is on the bottom, which most of them are. They will pull that pet hair in and dust, and will make the machine work really hard, and sometimes actually cause big expensive failures. So, they should be addressed on a regular basis.

    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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  • Video: How to Remove Dish Soap From Your Dishwasher

    Complete Video Transcription:

    MORGAN HILL — Host, Sarah Rutan: If you’ve ever accidentally put dish soap in your dishwasher, you know the problems it can cause. Fortunately, there’s a simple solution for removing residual dish soap from your dishwasher. Today we’re in Morgan Hill with Diamond Certified Expert Contributor Jorge Paiva of Tom’s Appliance Service to learn more.

    Diamond Certified Expert Contributor, Jorge Paiva: A lot of times people will unintentionally put dish soap in their dishwasher, or they’ll use it to wash their dishes in the sink, but don’t rinse them properly. So, the remaining soap can make the dishwasher leak. Basically, this type of soap is very sudsy, so the power washing of the machine, it’s going to create like a bubble bath. It makes the machine leak out and cause problems. So, I have a solution for that.

    The solution is olive oil. If you find that you’re having that problem, the machine is leaking and you open it up, and there are suds everywhere, the way to do it is to put two or three tablespoons of olive oil in the machine, turn it on, run it for about 30 seconds or a minute. Stop it. Drain it. And, then do the process two or three times – you know, filling with more water, putting olive oil in.

    You may have to do that three or four times until you get all of the suds off the machine. You don’t need to call someone for a service call, you can take care of that yourself.

    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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Tom’s Appliance Service, Inc. WEBSITE AND EXTERNAL FEED
COMPANY WEBSITE
www.tomsappliance.com
Diamond Certified RATINGS ON Tom’s Appliance Service, Inc.
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
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
Phone SURVEY RESPONSES FROM 350 VERIFIED CUSTOMERS i
Tom’s Appliance Service, Inc. : Average 9.3 out of 10 based on 350 unique customer surveys of customer satisfaction.

Steve T.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

1 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

That they're great, we used them through a AAA insurance claim we had to make for some damages as homeowners.

The tech made sure I understood the issue. They showed me and gave me possible solutions which I was able to make a discussion from. He was able to offer suggestions on how to move forward.

Tyler M.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

2 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

I highly recommend Tom. It's the same thing all the way out for all the questions. I have no bad things to say, tens across the board.

He was very professional, he's the owner. He gave me great advice and was very clean.

Tom F.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

3 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

They went above and beyond. They did a few little extras and didn't charge.

The tech was really great at explaining the issues to me.

Christin C.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

4 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are reliable and they show up on time. I liked the technicians.

The technician, he was the best.

Mark D.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

5 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were referred to me by others, so I would use them.

They are reliable, honest and he did what he needed to do and he got out.

Robert F.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

6 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

It is nice to know that there are still honest companies available. He came out to look at my refrigerator and he told me that it didn't make sense to service as I would have to replace it a year later.

The depth of knowledge and the honesty of the service

Eric G.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

7 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are very thorough and they do high quality work.

In addition to explaining what was wrong, he had an eye for detail.

Charles G.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

8 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are very busy, but once you get them and they come to take care of the problem, you can count on it being carefully done.

How good they are in terms of what they do

Jeff H.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

9 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

I have no problems whatsoever with calling them multiple times and recommending them.

Jorge explained what he was going to do and how he was going to do it. If it needed parts, he got back to me and let me know when the parts were ordered and when they would be coming in.

Wendy H.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

10 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

That they are very reliable and prompt

They came when they said they were supposed to, they did the work, and they cleaned up afterwards. They were on time.

Tony H.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

11 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are very good.

Very prompt

Mikala H.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

12 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

Just very good to deal with, and they were on time.

I just liked how he was on time and how he laid down on the floor and he cleaned up after himself.

Chris M.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

13 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would recommend him any time.

His knowledge was impressive and he knew what he was doing. Tom could take my dishwasher apart and diagnose the problem and take care of it.

Macy M.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

14 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

It is the best appliance service I have ever used.

He was punctual, the price was right, and the repair was done properly.

Rich P.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

15 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

That they are expert on maintenance of appliances

Very competent technician and service

Ken R.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

16 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are very reliable, very responsible and do an excellent job.

Quality of service and their willingness to help and do the job, and do it right

Melissa S.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

17 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

I think they are knowledgeable.

Their expertise as it is a specialty item

Stuart S.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

18 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

They do good work.

They fixed the problem.

Marlene S.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

19 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would highly recommend them, they really knew what they were doing and they were high quality.

They were very efficient to diagnose the problem quickly and solve it for us.

Jim Z.

VERIFIED Tom’s Appliance Service, Inc. CUSTOMER

20 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

He does what he says he is going to do and he is here when he says he will be here and what more do you want? He returns calls and they are good people.

I would give them a "12". He does his job and he knows what he is doing.

Read All 350 Survey Responses at Ratings View