ComplaintsforMr. Appliance of Tampa Bay

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ice machine was used often when I had guests for a few days. I thought that something was wrong and I called the company. The tech said I needed some parts, which would cost me $684.37. Later that day the guests went home and the machine worked fine. I called to cancel 2 days later and I was told that I needed to pay a diagnostic fee and restocking totaling $189 and to wait 7-10 business days for the credit.

  

  Business response

  09/03/2024

  Good morning. For ************************ original work order on 8/6, we went to home and did diagnosis for unit.  Customer approved he repair, he paid $300 towards the final cost of repairs and parts were ordered. Customer called in on 8/8 and said the unit was working and cancelled the repair. We informed the customer tha we would be refunding him $111, which is the original diagnostic trip fee plus the $30 restocking fee as parts were already ordered. the restocking fee is notated on the original receipt to all of our customers. Customer understood this. the refund was completed on 8/20/2024 as shown here.

  08/20/24 04:17 PM - X -******************
  Transaction Confirmation Transaction ************ has been successfully ACCEPTED by the system. Below is a summary: Transaction ID: ************ Payment Method: XXXX8485 Amount: USD (******) Customer Name: *************************

  On 8/24/2024 the customer called in and stated that the unit was not working again and wanted us to complete the original repair as quoted.  We agreed and ordered the parts and installe them.  We also credited him the $159DF that was originally paid on 8/6 visit, which is customary with our company.

  Thus, we did repair as agreed and did the original refund as agreed. We are not sure as to why there is a BBB complaint being filed as all has been done as agreed.

   

  Thank you ** Appliance
  

   

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We scheduled a site visit knowing the fee would go towards any repairs. We explained that our fridge door was left open overnight and that it was less than 2 years old (the fridge). A man came to the house and inspected the fridge. He didnt do anything but open the fridge and look inside to notice it had frozen over (duh it was open overnight). We were expecting a defrost repair. He gave us a report that stated we had $ ****** in repair charges. We chose to think about it and call them back the next day. When I called I spoke to a women and told her that the charges were too high and if we can only pay for defrosting the fridge and one of the two parts (the fan). The fan was way less expensive and it would resolve our issue for now. The second part was very costly. On the phone the lady said we HAD to order both parts. When I asked for what data they had to show that the second part must be ordered and she told me it was solely based on his obeservation and expert opinion. They also said that ********** recommended both to be purchased. We are not happy with the inspection and were now not allowed to move forward with ANY resolution UNLESS we paid ****** for a part that *** or *** not be broken. There were 0 tools used and the inspection was just visual. We were willing to pay for one part and resolve the issue for now because they were asking for so much money for the second part. They refuse to give us any autonomy so we would just want our ****** inspection fee back.

  

  Business response

  11/27/2023

  ************** performed a service call for the customer on November 10, 2023,  The KithcenAid refrigerator was found that the unit was not going to defrost function.  The technician spoke with the KitchenAid representative to confirm our diagnosis and recommended repair.  The technician was informed by the technical advisor from KitchenAid that two parts would be needed for the repair. The customer was informed of this and the cost to complete the repair.  When all of our customers call in, they are informed that the we do have a trip charge and that it is non-refundable but is credited to the diagnosed repair, if the customer has the repair completed,  The technician was at the customer's home for 28 minutes completing the diagnosis.   When the customer did not want to perform all of the recommended repairs, we completed the trip fee charge and sent them an email with the estimated cost of the quoted repairs.  As stated in all of our initial customer contact calls, the trip diagnosis fee is non-refundable.  We performed our diagnosis and provided the recommended repair and this is why the trip fee was not refunded to the customer.

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *************************. On 09/19/2023, "*****" from Mr ********************** came to our home to assess what was going on with our faulty refrigerator/freezer unit. At that time, he advised us ONLY one thing was wrong and that a part would need to be ordered. We were quoted $295.03 for that visit and $295.04 when he came back with the part on a later date to install. We agreed to the $590.07 total, since he assured us it would be fixed in its entirety. Well, yesterday morning we woke up to water everywhere and called Mr ********************** back. "*****" returned today and now is alleging that there is a completely different issue, which cannot be repaired. He recommended a brand new fridge. As you can imagine, we are quite frustrated with the service provided by Mr ********************** of Tampa Bay. At this time, we are requesting a refund of the $590.07 from them, since "*****" failed to find ALL the issues on both of his September visits to our home. We are now having to purchase a new fridge and could very much use those funds towards the new unit. Please let us know. Thank you in advance for your help, BBB.

  

  Business response

  11/02/2023

  The technician originally went to the home on September 19, 2023 for a service call to diagnosis an issue with the customers GE refrigerator.  On September 22, 2023 the technician returned to the home to complete the customer approved repair and install part. The refrigerator  was operating correctly working once the part was installed and tested by the technician.  On October 3, 2023, the customer called and requested that the technician return as the refrigerator had additional needs.  Once the technician arrived, he diagnosis a new problem that was unrelated to the previous issue from September 19th.  The original repair request for warming in the freezer section.  Unit was not allowing for good air circulation in the unit.  The additional return request was for the refrigerator leaking and both sections were warming.  As with many repairs, although a customer may think that it is the case,  one issue is not always related to another when a return trip has to be made.  This the case with this refrigerator issue.  Technician informed the husband that this was the case and discussed with him that the additional repairs would not be cost effective. As one repair and issue are unrelated to the other and while unfortunate that the unit had additional issues, we did provide a repair and service and corrected the original issue.   

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 4th or 5th, I arranged for Mr. ********************** to diagnose a leaking dishwasher. The appointment was set for 9/7. I was told by the person who set the appointment that there would a a $119 diagnostic fee and that it would be credited against the cost of the repair. On 9/7 I showed the tech where the leak was. He searched for the defective part, but could only get it as a part of a wash pump assembly, estimated at $250. He also said that this was a known issue with this dishwasher, so I declined to buy the wash pump assembly and told the tech that I'd contact GE to get the part. The tech had the opportunity to tell me that they would not repair it if I supplied the part, but he did not. Being a known issue, GE did replace the part for shipping costs only, but they do not cover labor. So, on 9/26, I contacted the Mr. ********************** tech to install the part. This is when I was told that they would not install customer supplied parts--AFTER I had told the tech 19 days earlier that I would secure it directly from GE. I was NEVER told BEFORE getting the part that they would not install a part I provided. Their disclosure, copy attached, says in the 3rd bullet point below the 2nd para headed "TERMS AND CONDITIONS" that "There is no guarantee on any repair where the customer provides the part." indicating that they DO perform repairs with customer supplied parts. Nowhere on their website, invoice, or Disclosure do they state that they do not perform repairs with customer supplied parts. All I ask is that they perform the repair and credit the $119 toward the repair cost, per their own written agreement/disclosure, and do it fairly. I know how long this repair should take. I realize they didn't make a profit on selling a part, but that is inconsequential to the written disclosure agreement. Had I been informed up front that they wouldn't use my part, I might have made a different decision, but they did not. They cannot change a written agreement "on the fly".

  

  Business response

  10/06/2023

  On September 9, 2023 we performed a service call for ****************** on his dishwasher. It was found that the issue was a hose connected to the motor of the unit. The technician spoke with a GE representative regarding the part.  The technician was told by GE representative that the hose itself could not just be replaced.  ********* and hose are one unit and would need to be replaced as one part. ***************** declined the repair after the technician gave him the quoted job cost.  Later in the month, ****************** called us stating that he got the part from GE himself for just the cost of shipping and requested *************.  We explained that we do not install parts that are not provided by us.  This is due to the 1 year part and labor warranty that we provide on that type of service repair.  We do not install parts that are not provided by us as we cannot ensure where the parts are being received from and having no recourse for part replacement, if the part is faulty. We take pride in setting Mr. ********************** apart from other service providers in the industry with *******************'s many years of knowledge and our 1 year part and labor warranty.  The receipt disclosure does state that "we do not guarantee parts that are provided by the customer"...this does guarantee that we will install a part provided by a customer and we reserve the right to or not to perform any service call or part installation. 

  Customer response

  10/06/2023

   
  Complaint: 20668669
  
  I am rejecting this response because:
  

  Their response is inaccurate and incomplete. You can review the disclosure as attached to the original complaint. I was not notified that they would not install the part that received directly from GE until AFTER I had obtained it and wanted it installed. Their own disclosure does NOT state that they will not install a customer provided part. 

  The following is a copy and paste from their disclosure:

  "There is no guarantee on any repair where the customer provides the parts." I agreed to these terms. Installation with no warranty. They should have no right to change the terms verbally after the fact.

  It does NOT say that they will not install the part(s). If that is their policy, this statement should read "We will not install customer provided parts.".

  At this point, I do not want them to install my part as the first call I made to one of their competitors offered to install the part I acquired with a warranty. This does mean that because of their actions which are outside their own disclosure agreement, that I will pay another service call fee, which I would not have had to pay had I known up front that they would not install a part that I provided. I want the $119 refunded, and if that takes arbitration, then let's do it. 

  Sincerely,
  
  ***************************

• Initial Complaint

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  4.11.2022. On the date above Mr Appliance arrived to replace the face plate on my new Bosch dishwater. David the technician replaced the part but connected the wire harness back incorrectly frying the control board. Mr Appliance instructed me to contact Bosch for thr repair. Bosch arrived the following week and stated that Mr Appliance was not an authorized Bosch dealer even though they stated they were. Bosch said allowing them to make the repair voided the warranty. Bosch also charged me 499.00 for the repair. Mr Appliance. Said they would reimburse me and continues to say this (Doug) however it is now July and no refund has ever been provided.

  

  Business response

  07/15/2022

  Business Response /* (1000, 5, 2022/07/14) */ This call originated as a part install for a granite fabricator. Technician had an issue with the wiring and did disable the dishwasher. Customer called manufacturer since it was under warranty and determined more repair needed to be completed. Manufacturer fixed the repair but charged the customer. We were able to get the Manufacturer to consider the repair under warranty through them. Thus, the customer should have had their payment from the Manufacturer refunded back to them. Mr Appliance contacted the Manufacturer for the customer several times to facilitate the refund and was told each time the refund was in process. After much discussion with the customer, waiting for the Manufacturer to send the refund, Mr Appliance agreed to reimburse the customer the amount they had paid to the Manufacturer. This was over a couple month period due to talks with the Manufacturer. We had sent two checks via postal service that the customer never received. A third check was mailed via UPS and received by the customer on Monday July 11, 2022. This is now resolved and closed. Consumer Response /* (2000, 7, 2022/07/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) After I continued to press the issue Mr.Appliance finally agreed to reimburse me. They did send the check via UPS which I have now received. Took 4 months. Why didnt Mr.Appliance ever question why they never receive canceled checks.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have issues with my whirlpool refrigerator, and called Mr. Appliance for the repair. And the website says that they are qualified repairman. Unfortunately they are not a authorized whirlpool repair service company. It is my understanding with my conversation with whirlpool, that they only train authorize whirlpool dealer technicians. So in this case, the technician is not qualified nor are they expert repair technicians in the area of Whirlpool. This technician use the Internet to diagnose the problem . They would of done the repair, but because they are not authorized dealers, they would not warrantee it. I now have to call a authorized dealer to do the repair. I talked to representatives from Mr. appliance and ask for a refund, but they refused and stated that their technicians were trained by Whirlpool. I'll be more than happy to retract this review upon receipt of a certificate of training by Whirlpool for the technician that made the call. I would like to see a certificate from Mr. appliance on the technician that made the service call showing that he was qualified and trained by whirlpool on the refrigerator he was to repair. It's only fair because their website said that their technicians are expert repairman and qualified. If they cannot produce that I would like my $99 refunded. I now I have to call a authorized Whirlpool company to do the work in order for it to be warranty.

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