ComplaintsforMr. Appliance of West Augusta

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My husband noticed our refrigerator was leaking. We called on Tuesday, September 3, 2024 for an appointment. He noted to the receptionist that we could only make appointments after 3pm. Twice we were notified that someone was coming out at 11:30. Each time, we called, clarified that appointments could only be made after 3pm, and each time we were rescheduled days out. Finally, a technician came out on September 16, 2024. The technician diagnosed the problem. We prepaid for the labor and part needed. On October 2nd, another technician came out and replaced the part. However, the refrigerator now would not cool at all. We called again on October 7th to have someone come out, again specifying that it must be after 3. They scheduled a technician to come out for October 10th. On the 10th, we received a message that the technician was at our house at 1:15. We called to try to push back the time and were told that they had scheduled the wrong technician and that another technician needed to come out. We were again rescheduled for October 16th. On October 16th, we called to verify the appointment and were told they had given us the wrong date, and the technician would be here October 17th. We have been without a refrigerator, due to their mistakes for over 2 weeks. We have repeatedly called and tried to have this taken care of and have constantly been put off and rescheduled.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  09/19/2023 I hired and paid Mr. Appliance to repair my washing machine. I was charged 571.46 and they did not repair the machine. The regular cycles still are not working. I cannot get them to come out and address or repair this properly. The person I spoke with on the phone was rude about it. After attempting to get them to come back out I finally had no choice but to purchase another washer.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid Mr. Appliance approximately $$359.00 for parts and labor to repair pump on dishwasher. Came to my house four times and dishwasher still does not work. Today a lady called me and said it needed a part that no longer exist and there would be no refund. Original visit was on *****

  Business response

  02/09/2024

  We received a call from the customer stating that the unit  would not turn on,  The technician advised that she needed a new drain pump due to it starting to fail which is causing the unit not to turn on.   We installed the new drain pump and check for functionality.  All checked good.  Customer called back said dishwasher would not turn on again. the service manager was sent out, and stated " Ran of the unit through diagnostics and found there is an excessive amount of soap and suds buildup inside the unit. Poured white vinegar down inside the unit and advise the customer to allow the unit to sit for 3 to 4 hours to allow the soap scum to break up. Advised the customer to call us back if the issue arises again" The customer called back advising that she has a error code and the dishwasher is not draining.  The technician went out and determined the the drain pump sent from the vendor went bad.  So we replaced the drain pump under warranty at no cost to the customer. The technician went out the last time and states : Found that when I arrived in the home and E 23 error code was on the unit. Press the power button and the unit turned on properly so I did the cycle and the unit ran through all portions of the cycle properly. The unit filled with water and then began the wash cycle and continue through the wash cycle properly and then drained all of the remaining water. In order to clear up this error code issue we would have to replace the control module unfortunately the control module for this model is no longer being produced."  The appliance is working and there is not option of a refund due to the manufacture not producing the part.  That is outside of our control.  If the appliance went not functioning them that would be different.  We will not engage in anymore communication regarding this matter.  We consider this matter closed. 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On ****/2023 a “technician” named Quentin (who is listed as owner) arrived to look at repairing my dishwasher which was showing an error code. He googled the error code and said it would be fixed by replacing the motor drive and priced it at 654.12. I questioned whether I should just use that to buy a new dishwasher, and he replied that by replacing that part the dishwasher will run like a new machine. I made sure he knew that myself and my mother are both physically disabled and unable to stand easily to manually wash dishes, he assured me that once installed it would “run like new”. Payment was required that day to proceed and order the part, and I was reliant on his word it would be fixed. I afterwards read on message boards that the error code had nothing to do with the motor drive and contacted Mr Appliance to request the installation cancelled so I could purchase new instead. I was told there was no refund as I had already purchased the part whether I wanted it or not. They said they could deliver the part and cancel the installation but I would only get 200 returned. I left messages for Quentin to call me which he never did. I had to keep the installation or lose out financially. The day of installation, the part was put in and it did not get rid of the error code, to this day it is still unusable. A technician that came to look at it later said the error was from a clogged drain due to roaches, which I have not had any issues with and agreed that the motor drive should never have been ordered. I have left several messages requesting reimbursement and for the owner to respond but to this day I have heard nothing. I am overly frustrated and saddened they would treat disabled people this way. I have since had to pay a helper to come in regularly to wash dishes manually which has just continued to drain our family financially.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I called Mr Appliance to come out to a rental property that I own to look at a refrigerator that was in need of repair. I let them know that the fridge wasn't staying cold and the freezer wasn't working. The day they came out was *****/2023 and they required $135.00 for a diagnostic fee to show up which I paid when I called them about the issue. I instructed them that I would need to be the point of contact with the findings of the appliance in question and would be called with the findings. I was never called, the invoice was sent to my property managers office and I was left in the dark. Upon receiving the receipt of work done all I could see on it was "there was no frost pattern. Recommend replacing unit as a whole". When called to ask what was causing the no frost pattern I was told that they could only see what the technician wrote and couldn't give me any other information. They informed me that I would receive a call back by end of day or first thing the next morning. 11am the next day I called and there was no answer so I had to leave a message. I called back at 12pm and was told that the supervisor that was supposed to call me was not there today. I was told no refund because a technician went to the property but didn't tell me anything other than what I had already told them was going on with the appliance. No other details given as to why there is no frost pattern. I feel as if they took my money, told me what I told them, and then left and said get a new refrigerator. They said I have to talk to the supervisor and not the technician that went to my property. The technician was the owner. Why would i talk to the supervisor and not the owner who went to do the service. A service I paid for was not done as the receipt I uploaded shows.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I paid Mr. Appliance $175 in advance to disassemble and clean my dryer ductwork in the attic. There was no issue with dryer performance, I was just having it cleaned as planned maintenance. It was explained to me that all sections would be removed and cleaned. An hour after the tech finished and left I attempted to use the dryer. The clothes got hot but stayed wet, indicating airflow issue. I called Mr. Appliance and requested the tech return immediately but was told it would be days before he could return. I went into the attic and found old tape on all but one joint. I pulled the ductwork apart and found a one foot thick plug of lint at the wall penetration. I've asked for a refund which was denied.

• Initial Complaint

  06/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Robert came out on **** to fix washing machine. Diagnosed as "******* gets stuck on spin cycle, will not advance but then restarts". Said he had to order parts and it would cost $737.00 to repair so I paid that day with my credit card (***2 invoice). 3 or 4 days later two techs came out, installed the parts and said it should be OK now. After they left we did a "Quick Wash" and the machine experienced the same problem. I called Mr. Appliance again. I believe it was Ronald who came out and worked on the machine for over an hour and admitted that he can't get it working and that he'll need to get his supervisor out to diagnose the problem. 3 -4 days later the supervisor (Shawn) came and found "a short in the main body wiring harness and deemed the machine non-repairable" and recommended I buy a new machine. That was the last visit and I have not received a refund. Their office (Maureen) said that I would not be getting a refund for the $737.00. I expected to pay for one service visit $129.00 but not for parts and repairs that didn't fix the machine. They also new I had "********* ********* **** ********". See attached invoices for **** and final on ****  I have since had to buy a new washer at **** ******

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I paid 200 as a down payment to get my ice maker repaired by the company. The boss of the company got personal in her feelings and kept $125 as a service fee. That was supposed to have been contributed to the over all bill of $420.00. I received a check of $75.00 in the mail when I stated I wanted my service completed or send my full initial payment of $200.00. The company kept $125.00 of my money without my consent to cancel the service or my agreement to no longer have my ice maker repaired. I was ripped off because of personal feeling of the receptionist Marice who answered the phone and claimed to be the owner. I would like to have my ice maker repaired and the service fully completed at $420. With me only owing $220 for the remainder of the repair.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I paid $550 for a dryer repair on *********** The part that was needed for repair was to arrive in 3-5 days. I called for two weeks after the 5-day period and was promised a call back every time. I never received a call back - not once. After 2 weeks, I asked for a refund. Although their website advertises a $109 diagnostic fee, they claimed it was $125 once I requested the refund. The fee of $109 remained advertised on their website for weeks after that request. None of the paperwork I received indicated a $125 fee. I have called them no fewer than 7 times regarding the part and the refund. I left a message with the answering service. I even sent a message via their website. I received one return call when I first requested the refund. Nothing else. I was told the refund check would go out on ******** 9th, then ******* 6th and now they're claiming it will go out on ******* 13th. I've been getting the runaround for 2 months and am still out $550. Who does business like this???

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On ******** *** 2022 a place a call for refrigerator repair service from Mr. Appliance of West Augusta Georgia for my residence in ******** ***** ********* I was told it was a heater coil that went bad is the reason why it wasn't cooling. I was told by technician that he would be back in three days to fix the issue and order the part. I paid on the spot for the entire repair receipt included. When I was told the part was faulty and it would take more days I said I would be patient but the part didn't come in so I asked for a refund minus the service call fee. That was in the first week of December and still to this day have not received my refund. I have call multiple times and have spoken with office manager Katrina. She has promised that my refund would be sent out several Fridays ago and called. Katrina for some reason unexplained that the refund did t go out but your first on the list to get it. That was ******** *** and ******* *. So I called again and said the owner is the only one to issue the refunds because he signs the checks. That's ** and really an evasive method to use customer money due for other purposes. I'm ****** and have read other complaints about Mr. appliance on the BBB complaints site. You need to go after these people and business. Next step the AG of South Carolina. My email is *******************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩