ComplaintsforMr. Appliance of West Augusta

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August I contacted Mr. Appliance to repair my dryer. Since then it has been an experience from hell. I paid 425.00 for the repairs before the dryer was fixed based on what the technician said. 4 attempts later, my dryer has not been fixed and I've been told I would be issued a refund over a month ago, and still haven't received. I called several times and spoke with the secretary and office manager regarding my refund and they lie every day it's been mailed. On ******* I called for the status of the check that was mailed 3 weeks ago and I was told they will cut the check locally but it wont be signed until Friday. Under the circumstances that is not acceptable. This company has turned out to be the worst experience ever and I would never recommend them to anyone.

  Business response

  12/12/2022

  Business Response /* (1000, 5, 2022/11/08) */ Mrs. ****** first thank you for choosing Mr. Appliance. We do completely understand your frustration and have worked hard at trying to resolve the issue at hand. Unfortunately, due to a faulty part that was sent out this did not fix the issue. We tried to reorder under warranty and at this point Mrs. ****** stated she wanted a refund. After speaking with her about our refund process she became very Irate with all office staff. I will have a check for the customer on **********, which we discussed this morning, and she may pick it up on that day or have it mailed. We wish to resolve you issues and concerns amicably. Again, thank you for your business. Consumer Response /* (3000, 7, 2022/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've have requested a refund months ago. Each of the 4 times they sent a repair person to verify that the dryer was indeed not working and order another faulty part, install it and it doesn't work. I was told I could only get a refund if the service manager came out and said it didn't work. I patiently waited the two weeks intervals it would take for them them to schedule the repair, the service manager come out and realize it doesn't work but orders a new part. Installs it after a week of waiting for the part and then it doesn't work and we go through the same process over 3 months. I asked to speak with the owner to voice my concerns and I have yet to get a response. If the refund checks could be processed locally why am I still waiting 3 weeks later to pick it up or wait for it to come from a corporate office. Business Response /* (4000, 9, 2022/11/10) */ As previously stated, Mrs. ****** can come pick up her check on ************ or we can mail it to her. If you would like to express concerns, please send an email to *******************************

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* Hello, I am sending this in regards to our ********** Refrigerator not being repaired properly. On Monday your company sent out a technician to our home at the address listed. He literally looked at the refrigerator charged us $400.00 then left in under 5 minutes. He told us the part that needed to be fixed and the another technician would come Thursday to fix the problem. The technician did come out and installed the new part but the same ** error keeps popping up and the refrigerator is still not blowing any cool air. The reason I chose your company was because of all the "5" star reviews. Safe to say that I am very unhappy and would like to have a refund or someone to come out ASAP to fix the issue correctly, so I can have groceries in my refrigerator remain cold

  Business response

  09/28/2022

  Business Response /* (1000, 5, 2022/09/19) */ We have scheduled an appointment to have one of our technicians to go back out and fix the problem. We replaced and tackled all problem areas; this could have been an internal problem that was not visible to our technician at the time. Confirmed appointment with customer.

• Initial Complaint

  05/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called on **** to schedule a repair on my ******* washing machine. I gave them the model name year and part that was needed. They advised me there would be a service call fee but it would be waived if repaired. I told them that was fine and they agreed to be there the next day for repair. When I they arrived they quoted over $600 to repair a lock and additional unnecessary item. When I told them I was not paying for the additional, just the lock, they told me it would be $385. I agreed unhappily but needed the washing machine operational. I authorized them to go ahead and do the repair. 5 minutes later I received a call from my husband that they had run the card and then advised him that it would not be done for at least another week. They did not at any time say that the repair would not be done the same day. It was a simple repair and I would not have agreed to having them come out at all if I had known it was not going to be done on the day they arrived. When I called the main office to complain they agreed to waive the charge but told me I had to pay a diagnostic fee. Again, had they advised me that the work would not have been done on the day they came, I would never have scheduled an appointment. Additionally she told me they needed to know the name and part number which I had when I called them to set up the repair.

  Business response

  08/24/2022

  Business Response /* (1000, 8, 2022/06/06) */ The diagnostic fee is clearly explained and disclosed prior to the appointment being booked. Regardless of the customers diagnostic of their own machine, our technician still has to conduct a diagnostic of their own to confirm model and part numbers. We work on all makes and models of appliances and we are logistically unable to carry parts for all of those appliances. We make every effort possible to schedule every customer as soon as we can prior to leaving the job. 99% of the customers that we service understand this operation and have no problem with it. The diagnostic fee is a debt that is owed to us and will not be refunded. We consider this complaint to be closed and there will be no further correspondence to this matter.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Service date: */*/2022. Technician admitted to ordering the wrong part so he could not fix the washing machine. I paid a deposit of 188.33 down payment on the order which was $350.24. I was told this was the 1/2 deposit for the part and service. When he discovered that he could not fix it he told me that I wouldn't have to pay for the part and he could order the correct one. I agreed; however when I contacted the company and spoke to Tessa for a refund she send me an new invoice dated */**/2022 in the amount of $506.67 minus my deposit of $188.33.( Inv # *******) Still charging me for the balance of the part that was ordered incorrectly. I have been waiting for a refund of $188.33. Tessa advised me that I was only going to receive a refund if $88.33 keeping $100 for the wrong part ordered. . Now 1 1/2 months later no refund and they will not accept my calls. They keep lying that the check was mailed. The next lie was that made a mistake the check was ready but not signed. All I want is my money back they never did the job. The worst customer service every lying to a customer. Also they put everything in m husband's name not sure how they did that. I called and I paid with my personal credit card and ****** is not authorized.

  Business response

  08/16/2022

  Consumer Response /* (450, 15, 2022/05/12) */ Thank you for your help. They finally sent my refund.

*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. ↩