ComplaintsforMr. Appliance of West Central Ohio

• Initial Complaint

  03/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called Mr. Appliance concerning a broken fridge door that I was hoping could be repaired. My initial appointment was June 23rd, 2023. A technician came out, looked over the door for less than 2 minutes and said I needed a new door. He ordered a replacement door and I paid $689.08 for the door and the labor for installation up front. My install appointment was scheduled for July 12th. I received a call from Mr. Appliance on July 12th informing me that my door had not shipped yet and was being made to order. They rescheduled my appointment for September 1st. That was the last form of communication I received from Mr. Appliance. On Sept 1st no one showed up for the appointment and I received no call. No one answered when I called. I got ahold of someone on Sept 7th and they informed me that my door had still not shipped. I requested an itemized receipt which I was sent. They said they would follow up within 1 month at the least with a call. I received no call. On October 9th, I received the door at my home. My call was not answered at Mr. Appliance. I installed the fridge door myself at that point. I continued to call Mr. Appliance at least weekly leaving messages without any response. On Oct 25th, I called and spoke with a woman. I told her I wanted a refund of all labor charges since no labor was performed. She said she was unable to make that decision and would call me back. She never called me back. I called and left messages with no response. On December 4th, I called the corporate office and made a formal complaint to ***** *******; I was told I would receive follow up. I never heard anything back. I sent a follow up email on Dec 19th and received no response. On January 25th, 2024, I filed a dispute with my credit card for $130 (the amount I was charged for labor) along with documentation of my communications and receipts. February 27th, my dispute was denied. I now want a complete refund for the services not provided and my time and effort to resolve this.

  Business response

  03/13/2024

  To Whom it may concern,

  This customer was never Charged for installation of the new door. The door was a special order part and was a factory back ordered part made to order.  This part was a drop ship from the manufacturer Whirlpool and was a non cancelable part.  This was explained to customer upon authorization for the repair.  The door assy was received by the customer the week of 10/27/23.  Mrs. ****** demanded a refund for the installation cost at the time she received the door.  Since No trip and diagnostic is charged when the customer has the repair, the customer was credited the amount of the installation cost and then the trip and diagnostic was added to the door cost along with the tax.  Ms. ****** received a refund in the amount of $11.90 which was explained to her at the time.  The customer is responsible for the trip charge to diagnose the unit and the cost of the door which is covered in our terms and conditions that the customer received. I have included a picture of the charge amount for the door assy and the trip charge. The only additional monies not reflected is the tax portion.  No additional refund is due the customer.

  Respectfully,

  Mr. Appliance

  Customer response

  03/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: When I paid for Mr. Appliances services on June 23rd, 2023, I was specifically told by the technician that the diagnostic fee was waived because I had accepted the repair on my fridge door, and I was paying for the door itself and the installation. I am not paying for diagnostic services (that were waived) after the fact because no one showed up to install the door. That is not my fault. The itemized receipt sent from Mr. Appliance even states "Labor" as the other cost. No labor was performed. I have also attached the Terms and Conditions that I agreed to with Mr. Appliance when I accepted the repair and paid for everything. No where does it state that the diagnostic fee can be added back after the agreed upon repair is not performed by Mr. Appliance as they suggested was the case in the statement, "Since No trip and diagnostic is charged when the customer has the repair, the customer was credited the amount of the installation cost and then the trip and diagnostic was added to the door cost along with the tax." This statement they made also contradicts their opening statement, which reads as follows, "This customer was never Charged for installation of the new door." To summarize, Mr. Appliance charged me for installation and then when they didn’t provide that service as agreed upon, they claim to have “credited” me that amount and charged me for diagnostics instead, which was waived from the beginning. Additionally, I by no means received any sort of refund and I have no idea what this $11.90 is referring to. I have also received no explanation as claimed since I have not received any calls from Mr. Appliance since July 12th.

  
  I paid Mr. Appliance for the door and the repair of the door, but no repair was performed, so a refund is warranted. I have put so much time and effort into resolving this simple issue and have received absolutely no communication initiated by Mr. Appliance since July 12th. All efforts have been on my part. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 15, 2024, I contacted Mr. Appliance of Dayton (in the morning) regarding my GE washing machine. Later that same afternoon, I was contacted via email that Mr Appliance of Lima would be sending out a technician on the morning of January 16, 2024. On the morning of January 16, 2024, I received confirmation that my technician would be *****, and that he would arrive between 8-10am. ***** did arrive and I explained to him the issue with the washing machine. The issue was that the washing machine did not want to cycle into the final drain & spin mode. ***** then turned and advanced the main control knob, and the washing machine then began functioning as normal. He said that it was probably that the drain pump motor had a dead spot in the motor windings, and he had "bumped" the motor by turning the knob. He also said that this may be a one and done event, or it may happen more often. He suggested that I replace the drain pump motor. I agreed, wrote a check, and he ordered the replacement part, there on the spot, and said that it would be delivered to my house in 3-5 business days. He suggested holding off on doing any further loads of laundry. After he left though, I was curious about why the washer started working again. I attempted a load of laundry, and the machine worked as expected. And it worked the next time, and the next time, etc. It seemed that the washing machine worked just fine, and after waiting a full two weeks (waiting on the replacement motor), I contacted Mr Appliance to cancel the job order, suggest that ***** had misdiagnosed my washing machine, and that I wanted a full refund of my money. The person that took my call (*****) told me that she would refer my call to a **** and that he would contact me about the issue. He never called me and the replacement part never showed up as ***** had stated that it would. I have been calling Mr Appliance now for over a month, never getting a return call and with no attempt by them to resolve the problem.

  Business response

  03/11/2024

  To Whom It May Concern: 
  
  Mr. ******* **** called us out for a washing machine repair on his GE product. The complaint reported was his machine failing to drain and spin.  On the technician's arrival, our technician found a defective drain pump motor asy.  Mr. **** was given the repair quote up front and to which he agreed to the services along with our terms and conditions.  Mr. **** gave his authorization signature and paid with a credit card.  The part(s) needed were shipped directly to the customer and the customer was scheduled for his return visit by the technician in the home based on the arrival time of the Part(s).  After the parts were delivered Mr. **** wanted to try canceling his order, however, since the item was special order, it was a noncancelable repair. This drain motor assy was not misdiagnosed as Mr. **** suggested, it had proper voltage going to it and the resistance of the motor was out of tolerance per tech support and had water inside the motor housing.  Mr. **** has the part(s) in his possession, and we would gladly assist him with completing his repair as we have already told him.

  
  Respectfully,

  
  Mr. Appliance. 

  Customer response

  03/18/2024

  
  Complaint: ********
  
  I am rejecting this response-see text below:
  

  Let me first start off by saying that this is about a repair quote agreement, business ethics, and honesty.
  
  Let me also say that the individual representing Mr. Appliance in their formal response to my complaint dated 16 Feb, 2024 was clearly not the same person who came out to my residence that day on 16 Jan, 2024
  The following is what has actually occurred.
  Upon arriving at my residence, I explained to the technician (*****) for the reason of my call to Mr. Appliance. I also pointed out to ***** that the washing machine was still sitting full of water and clothes, just as it had been from the day before when it had stopped in cycle. ***** listened intently and gave me a couple of possible reasons as to why the washing machine might not be going into the drain and spin mode. The drain motor being suspect. Rather than making any voltage or resistance checks, or physically inspecting the drain motor, ***** instead suggested simply turning the main control knob (which he did) and the machine resumed its normal mode of operation! Neither of us expected this and we were both very surprised. ***** said that possibly there was a dead spot in the drain motor winding and that he had advanced it past the dead spot by turning the control knob. He also stated that this may never happen again, or that it could happen again and suggested replacing the drain motor as a precaution. He said that he did not have a drain motor with him and that he would have to order one. He said that it was a stocked item (not a special-order part as stated by Mr. Appliance in their response) and would arrive in 3-5 business days and upon the part’s arrival, he would call me to set up an installation appointment. I agreed to the terms and conditions and based on 3-5 business days for the new part, signed the repair quote agreement, paid with a check (not a credit card as stated by Mr. Appliance) and ***** ordered the part. This was on 16 Jan, 2024
  Since the machine was working while in *****’s presence, ***** suggested very minimal usage until the new part arrived. After all, the machine might keep working or it might stop again, he said. That was the last time that I heard from *****.
  I couldn’t help but wonder whether- or- not the machine would continue working, so the next day I attempted to run another load of laundry and was quite successful! And the same for the next time, and the next time, and the next, etc. I couldn’t help but think that for whatever reason, the washing machine was running just fine!
  Meanwhile, after the initial 3-5 business days had passed waiting on the new part, and then waiting a total of two weeks (all the while using the machine almost daily, confident of what ***** had said about the machine) I called Mr. Appliance on 30 Jan, 2024 to cancel my work order, with still no delivery of the new part in sight (contrary to Mr. Appliance claiming that I already had the new part prior to me trying to cancel my order).
  My call was received in the office (by *****) to whom I explained my situation and she said that she was not in a position to make a decision about my situation but would rather pass my message on to someone who could (****). ***** said that I would get a call from **** soon. That call never came. I called again the next day and was given the same response as the day before, and with the same result no phone call from ****. This pattern went on several more times over the course of a couple of weeks, until I gave up calling and decided to reach out to the BBB for assistance in the matter. This was on 16 Feb, 2024
  By the way, the new drain motor did eventually arrive on 08 Feb, 2024 - a full 3 weeks and 2 days after I had initially agreed to just 3-5 business days for a stocked part. I only agreed to the repair on the basis that ***** had stated that the new part would arrive, and the repair would be performed in about a one-week timeframe. This obviously did not happen. I would never have agreed to the repair, had Mr. Appliance been honest and upfront about the total length of time that the repair would take from start to finish.
  The business’ response is not satisfactory, and this Veteran is asking for a full refund, and I will return the unopened drain motor.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We had an issue with our washing machine not spinning out the water, leaving the clothes soaking wet at the end of the cycle. I called Mr. Appliance on Monday, December 4th and they came out later that week for their first visit. January 8th was their last visit to our home - with our washer still having the same original issue after $544.83. While the young man who came to our house was very nice, he had only been working with this company 5 months and didn't have all the tools he required (we assisted). In addition, the dispatcher from the Lima office was exceptionally rude to deal with, refused to advance our call to anyone above her (saying there was no one), and told my husband that any contact from the BBB would come through her and they would receive the same answer. I have attached a pdf of the receipt provided by the company, as well as a pdf of the nature of the problem including dates and ways in which we have already attempted to resolve this issue. Thank you for your time.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In early October, we called Mr Appliance to service our refrigerator. Finally, on 10/25, a service technician came, diagnosed the problem, we paid $1,193.71 for labor and to order the parts. In late November, the technician from Mr Appliance came to install the parts but said only one of the parts had arrived, not the two parts needed to complete the job. Throughout this month/December, we have attempted to call Mr Appliance with no luck/no one answers the phone after being placed on hold. Finally, on 12/26, a woman from Mr Appliance told us she would check on our missing part and call us back. She hasn’t called and now (again) no one answers the phone at Mr Appliance. We have been storing our food in coolers on our deck and have been without a refrigerator for nearly three months. Please help to resolve this issue. We will never use Mr Appliance again.

  Business response

  01/22/2024

  [BBB Transcription via Phone]

  She is scheduled for Feb 1st for the remainder of the repair. 

  Customer response

  01/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  We will see if the additional part ordered, and scheduled to be installed on 2/1, is what is needed to repair the refrigerator. After the installation of the parts ordered ($1,200), the refrigerator still doesn’t work. (The refrigerator has been out of service since October and we’ve had to rent a refrigerator.) Thank you. 
  
  Sincerely,
  
  *** ******

  Customer response

  02/01/2024

  [BBB Transcription via Duplicate Complaint]

  Following up from Complaint ID: ********. As expected, on 1/31/24, we received a text message that Mr. Appliance would arrive on 2/1/24 between 11:00 am-1:00 pm to fix our refrigerator that hasn't worked since 10/23. Since then, we have rented a refrigerator at our expense. At 1:10 pm on 2/1/24, no one from Mr. Appliance had arrived so I called them. I was put on hold. I then told the *** that no one had arrived at the scheduled time. I was put on hold again. The *** told me that no one would be arriving as the part wasn't available. She said that someone was suppose to call us about cancelling the appointment, but never did. My husband and I took off work (!!) for this appointment. I asked to speak to a manager. The *** said no one was available today to talk with me. I asked that a manager call me. The *** said it would be tomorrow before someone could call me.

  Customer response

  02/12/2024

  [BBB Transcription via Email]

  Following up on the closed complaint ********. Mr. Appliance didn't come on 2/1/24 as scheduled and didn't call to advise us of the no-show. We took off work to be available - disappointing. Mr. Appliance arrived on 2/8/24. After 4 months of not having a refrigerator (and having to rent a refrigerator to use in the meantime) we are hopeful that the visit on 2/8 took care of the issue.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  11.22.23 Mr Appliance sent 2 technicians out to repair my dryer and to order the part of 378.95$ . The sent a technician out the next Tuesday to fix it and no part no was one sent to my home as they claimed. I have made dozens of phone calls to get my money back for failure to follow through with service and parts. I expect no charges three weeks later and a full refund. I need help in getting my money and clearly the way the conduct business is fully been reporting on the amount of all the complaints listed here in the last couple of months. This looks to be fraud and many people scammed.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I contacted them and they came out to repair our washer. We needed a start stop switch. We were charged $290.91. I was charged for a service call and parts, but the parts are no longer made, and they refuse to refund for the parts of $171.91. They do not return my calls, and have bgun not answering my calls. I would like a refund.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Being charged for repairs made that were incorrectly diagnosed. Of the $1,338.90 charged, this company was willing to refund me $434.87.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My first appointment was on September 29th to have my washer fixed. They came and stated it was the bearings and struts.Paid and made appointment to come back when parts came in(delivered to my home). Made another appointment repairman came out, all the parts weren't ordered. Waited another week for appointment and parts.********* came out, fixed the washer. Used the washer, wouldnt drain water. Called Mr. Appliance, scheduled another appointment and stated it was the pump. Came out fixed the pump, still not working correctly. Made another appointment for Oct. 18, ********* was a no show no call and now Mr. Appliance of ****** is not answering my calls or email. I would not recommend them for ************. I would like a full refund.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 10.6.23 they came out and estimated the repair of our fridge (per their diagnosis) to cost $785.66. We paid them that day without apparently any diagnosis and definitely no repair. Scheduled to come back on 10.11.23, showed up, could not disassemble the fridge without damaging it, could not put it back together correctly. Said if they tried to repair one thing with their tools could cause it to explode or an explosion. Left saying someone would contact us to reschedule the repair. ***** said they were Bosch certified and a Bosch certified tech was specifically requested. Obviously no certified. No one has ever called to reschedule, have called them multiple timea without anyone answering, having to leave multiple messages, no return calls. Called another number which originally scheduled they finally said on the third call that they are an answering service and could not provide any number to reach someone at corporate office or otherwise. They took almost $800 and I am in the same position I was in when they originally came out and took our money.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  [BBB Transcription via Mail]

  I called Mr. Appliance to have my refrigerator diagnosed and repaired, and it's not repaired yet. The repairman claimed he didn't receive the correct part. 

  Customer response

  10/24/2023

  [BBB Transcription via Phone]

  she wants a refund of $800+ for the appliance, not a repair.

*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. ↩