ComplaintsforMaster Appliance Repair Company
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Complaint Details
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Initial Complaint
08/15/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Paid $120 on Aug 7th for a diagnosis of my washing machine to be repairs. The technician (****) said the entire suspensions system needed to be replaced (4 shocks & 2 springs) and quoted $500 to order/replace the parts. I approved, and paid the $120 diagnostic fee + $200 "deposit" on the parts to be ordered. Technician (****) came back to install on Aug 12th. The machine was no better, still in the same condition as before. The technician admitted the diagnostic was probably incorrect, but nothing he could do to help me, and no refund would be provided for the parts I paid for, but in fact did not need. Told me to "take it up with the office". The office manager in ************ said nothing they could do, and sent another bill for an additional $199. The washing machine is still broken.Initial Complaint
11/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In August 2023, M Appliance fixed my refrigerator, which was not cooling and charged me $1,182.97. In November, the same refrigerator broke down again and was not cooling correctly. I reached out to M Appliance and reported the issue. They agreed to send a technician if I agreed to pay another diagnostic fee, which was understandable; I agreed to do so. Then M-Appliance said they needed to charge me double the diagnostic fee claiming ****** was now outside of their service area, then subsequently rescinded that offer and refused to send a service technician, and now claiming that the technician they originally sent in August no longer worked for them and they did not have any technicians in the ****** area. They said I should contact another service provider. I had to contact another service provider because M-Appliance AKA Master Appliance did not stand behind their work. I paid $1,182.97 for work that lasted less than 90 days and now I am back to ********** and having to find another service provider to fix my broken refrigerator.Initial Complaint
09/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The ice maker on our ******* refrigerator stopped working and I found Master Appliance / M-Appliance Group on ******* They are a Goggle certified business which is why I selected them. They have been professional as was the repair person. I was charged $95 for the diagnostic visit (pretty standard unfortunately) and the repair person determined the controller board was the issue. I was charged $645.66 for the controller board and another $82.78 for labor (totaling $177.78). The ice maker still does not work and they now want to replace the ice maker for another $153.13 in parts and waived labor.My fear now is that I am out $823.44 and no guarantee that the new ice maker will fix the problem. They were not willing to put back the old controller board and just replace the ice maker. They were also not willing to waive the $153.13 ice maker parts cost if they did not fix the issue. They did offer to refund the $177.78 for the labor if I choose not to move forward.When challenged on why they didn't start with replacing the much cheaper ice maker, their statement was "we are following the ******* repair guidelines". They also would not agree to refund on the controller board or a reduce cost of their cost plus 10-20% rather than full retail.I would appreciate any ideas or options you can suggest to reach an acceptable resolution.Thank you,****Initial Complaint
09/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
they came to fix a water leakage issue in my Fridge on June 2023 based on signed estimate amount of $600 and warranty up to one year, after fixing they send me the invoice showing one month warranty period and forced me to pay the invoice. Then on August 2023 (2 months later) I found the fridge is leaking again as if they did nothing. since then i am trying calling them back and forth to come and re-fix the issue but they need to charge me again as new diagnostic pretending that warranty period is past due, stating that your order is one month warranty period however that was not declared prefixing agreement.Initial Complaint
07/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I paid $2176 Master appliance to replaced an ice maker in my refrigerator. The repair lasted less than two months. They then demanded an additional $700 to replace the recently installed parts. I was billed initially $1307 for parts. Per the manufacture a the new part were less than $500.After checking with other similar companys I am learning about the companies unreputable and unscrupulous reputation. Something the BBB needs to be aware of.Initial Complaint
06/21/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On June 19th, a service tech from Master Appliance came to our house to evaluate our oven. He said we needed a new motherboard and temperature sensor, and that the controller would be $1,300 and labor $900. Needing an operational oven, my wife agreed to these terms. Within 30 minutes of signing the order, we learned that the retail price of the warranted, OEM part was $400. We presumed no bad faith, and asked Master Appliance to explain this. They answered our texts, but basically provided no info (I have a full record of texts). Within 90 minutes of ordering the repair, we cancelled it, because Master Appliance clearly is operating in bad faith. We still agree with Master Appliance that we owe them $145 for the service call, but they now want to charge a 20% restocking fee on parts - at a highly inflated price - that were ordered at about 5PM on a federal holiday. I simply dont believe Master Appliance suffered any financial harm as a result of our cancellation. We have instructed our credit card company not to pay Master Appliance, and not to accept a partial refund from them either. Now, Master Appliance says they will send this matter to collections. I would ask the BBB to ensure this matter is closed without going to collection, and that you are aware of the nature of this business (later I learned they are rated 1.5 stars - an abysmal rating - on Yelp.Initial Complaint
04/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I called master appliance because I had a small washing machine that would not drain and a leak on my floor. They came out and told me that they needed to replace the drain hose and fix the lid on my small washing machine. I paid them $768.36 ($280 labor, $50 shipping, $263.45 drain pump $127.41 door handle)After they left, my large washing machine suddenly was not draining so I called them back only to discover that he forgot to hook it up correctly and had to come back to finish the job. My leak was gone, Im assuming because the leak was coming from the broken lid but my small washing machine was still not draining. I contacted them to come out and fix it and they sent another tech who said I needed a new drain pump and that they were going to charge me an another $768.36 for a drain. I just paid for a drain pump! This time they are charging me $365 for labor (despite the fact that they are only fixing one thing and not two..why would it be MORE expensive) $250 for another drain and $50 for shipping. Either they changed the drain on the wrong washing machine or they did it incorrectly. I want them to come back to my house and fix the washing machine that was the initial problem. They replaced a drain pump on my large washing machine, which never had a problem with draining. I assumed that the drain they replaced was on the small unit that wouldnt drain. It was only the small washing machine that would not drain. I believe that it was diagnosed incorrectly, but on top of that they are now charging me more in labor than they did the first time around when they only need to fix one thing instead of two. Not only is the pricing is inconsistent, I have already paid them for a pump that didnt fix my initial problem. I spoke to manager ******* and she will not help. I want them to finish the job and not charge me anything additional.Initial Complaint
03/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On Feb 12th we had this company fix a water valve on our dishwasher. Right when it was completed I looked into them, noticed the part was off brand, and asked for them to remove it. I had no issues with paying for labor but I did not want an off brand part which they charged me 200+ dollars for. The would not refund or take the part back. They said it was directly from the manufacturer but when I asked them to show the invoice of the part, they said its confidential. It seems multiple people have also had issues with this company: *************************** If anything, I want you to be aware that this company is operating and scamming people within ************. If they will refund me for the part, great. If not, saving others is a win. Please reach out for any follow up qs.Business response
03/20/2023
Dear *****,
Thank you for taking the time to share your feedback. We apologize that you are not satisfied with our service.
At our company, we make it a priority to ensure that our processes are transparent. In order to achieve this, we always provide our customers with an Estimate before starting a job, which they must approve before we proceed. This way, they can review the list of services, materials, and prices, and voice any concerns they may have. Based on your job history, we noticed that you had signed the Estimate and Invoice before we ordered the part for your appliance. We did not receive any feedback from you regarding the prices until the job has been finished.
Our goal is to provide high-quality repairs that allow your appliance to serve you for a long time. To achieve this, we only work with trusted suppliers.
Regarding refunds, according to IV. LIMITED WARRANTY, paragraph 2, of our Terms and Conditions, used parts are not refundable. Unfortunately, we do not offer discounts or reimbursements after the job has been completed.If you have any further concerns, please do not hesitate to contact us.
Initial Complaint
11/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Monday, 11-07-22, at approximately 10:00 AM, a Master Appliance Repair Company technician came to my residence to check my refrigerator ice maker. I told the company dispatcher my problem with the ice maker. I was given a quote of a $95.00 fee to have the diagnostics done to find the problem. I was told that the $95.00 fee would be wave if I decided to have the repairs done once the diagnostics were completed. I agreed because I had researched the cost of having an ice maker repaired. I was not at home; however, my spouse was at home. According to my spouse, the technician took pictures of the ice maker and charged the $95.00 fee to my credit card. The technician had issues with his cell phone not getting access to his internet service to charge my credit card. He asked my spouse for our internet WIFI password to access our internet service. No estimate was given then, and I later received an email with an estimated $1,171.70 to repair the ice maker. I feel it's an excessive amount to pay for the ice maker repairs. According to my spouse, the technician took pictures of the ice maker, which was the extent of the troubleshooting. That seems like the cost of replacing the entire ice maker assembly. I replied to the company's email and told them they were con artists. I don't think anyone would pay $1,171.70 for ice maker repairs, so they pocket the $95.00 estimate fee by taking pictures. So now the company made an additional charge to my credit card of $149.34 as a deposit for repairs. They took my email response as approval to go ahead with the $1,171.70 repairs. I contacted another contractor the same day, and he gave me an estimate of $545.00 before he left my residence. I made a $250.00 deposit, and the contractor will make the repairs once the part is received. Unfortunately, I believe the Master Appliance Repair Company is inflating its repair estimates to discourage customers from having the repairs done, and the customers are forfeiting the estimate feesBusiness response
12/16/2022
Business Response /* (1000, 5, 2022/12/03) */ Hello! We provide estimates based only on our technicians' diagnostic results to avoid misdiagnosing and purchasing unnecessary parts from your pocket. To diagnose the problem we have to go on the spot, so we charge a diagnostic fee for this service. We take pictures of the appliance label for our records to know the model number and find the correct part number. About the price. $1,171.70 is a subtotal, before discounts. Your estimate was $991.52. It included Ice Maker, Water Valve and Filter. The price may vary because some companies use cheap replacement parts. We use only the original ones. The diagnostic fee doesn't cover all business expenses, as the prices for advertisement and gas are high, so it makes no sense to make our customers decline the estimates by providing them with overpriced quotes. Based on our records, you approved the Estimate, that's why you were charged for the deposit. We warn our customers about it (see the description under the information about the appliance): TO PROCEED WITH THE REPAIR: please approve the Estimate by clicking "Approve Estimate" and the system will automatically charge the deposit using the last payment method. The transaction for $149.34 was voided by your request. You weren't charged for this amount.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
9 total complaints in the last 3 years.
2 complaints closed in the last 12 months.