ComplaintsforMr Appliance of Perrysburg

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Mr ********************** out to my house a few times to fix my dryer. After the 2nd time out they then sent a lead technician out to find out the first tech who came out twice had put my dryer drum in backwards and said it was fixed along with a wire he replaced. The lead tech not only found the drum was put in backwards the wire was not crimped right and it broke again. The dryer after claiming to be fixed had been ran a number of cycles without drying while the drum was in backwards. The final time the lead tech came out he said the motor was burnt out. This probably happened because the dryer was ran a number of times with the drum in backwards which would cause it to burn the motor as it wasn't running correctly. When I called to speak to a supervisor about the issue to get some answers I was told I was not allowed to speak to a supervisor and they would leave a message for someone to call me back but couldn't guarantee anyone would.

  Business response

  07/09/2024

  The drum in your dryer may have been in backwards, but your drum can be put in either way. We like to always put them back the way they were originally. This did not cause any damage to your unit. However, an additional issue was found on the most recent visit, the motor. The motor does need replaced in addition to the other parts that were installed in your unit. We gave you a discount on the motor, but we understood when you didn't want to put any additional money into the dryer.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sept. 19, 2023, the serviceman from Mr. Appliance showed on-time for the scheduled appointment. He noticed the model number on the washing machine was "washed out" and said he couldn't do a repair, because he didn't know the model number for the machine and didn't know what to tell the tech people. I asked him if he was an actual repairman because shouldn't he at least run the washing machine, to see what it's doing to determine if he can fix it or not? He said no, there was nothing he could do without a model number. I found the model number for him, he contacted his tech support and determined that the problem was not the balance (which was the error code showing) but I needed an entire new control panel because there was a "stuck button", an error code which I've never seen. He informed me this part would cost more than $500. I was concerned about his ability to make a proper diagnosis because again, he didn't run the machine to even see the error code that it was giving. I smelled a very strong odor of alcohol on him, and was concerned that he was not able to make a proper diagnosis because he might have been hung over. I called the office to report my concern and they informed me that this repairman was on medication that caused him to smell like alcohol and they fully supported his diagnosis. I wanted them to send another technician out to be sure, but since they agreed with the first one they weren't going to send another one. This company completely misrepresented their customer approach and professionalism when it comes to working on appliances. I will NEVER call these people again and recommend that no one else does either.

  Business response

  10/17/2023

  Good Morning, 
   
  We were able to diagnose this customer's washer. A washer has errors that display on the screen but also has errors that save within the programming of the unit that are not visable on the front display. During our diagnosis we were able to use Samusng's service mode to verify the error codes that were saved in the programming of the control board.  The error codes that were present affects the symptoms the customer had described. We do have a guartnee on our parts that we put in and the labor that goes with that part. We explained our guarntee to the customer and the diagnosis and the customer still elected to not move forward with the recommended repairs. We let the customer know that we would honor the quote for 30 days if the customer would change their mind. The customer also had complaints about the technician. I cannot go into medical detail about his conditions. However, we can say that he does have a medical condition that causes him to have very bad breath. I apologize for this but we cannot help the medical conditions of an individual. Because the customer chose not to move forward with any repairs, they only paid for their diagnosis as agreed upon during scheduling. No repair was charged to the customer. This has been closed out on our side as completed since the customer is not interested in the needed repairs for the unit. 
   

  Customer response

  10/17/2023

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

  They did not explain any of this to me, all they said was they are standing by the technician diagnosis and I can either go with it or not.  The cost of this repair was going to be more than $500.  I have had the washer fixed by another company that knows what they are doing, that took the time to really check out the problem and give a proper diagnosis.  It cost me half as much as what was quoted to me by Mr. Appliance.

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

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early June 2023, Mr. Appliance was contacted to schedule a service call to repair my Jenn-Aire oven. The control panel was indicating that the oven temperature was not rising. The technician arrived on 6/16/23, did a cursory analysis of the problem and, within 5 minutes determined that I needed a new control panel. He did not check the voltage to the unit, assuring me that the issue was the control panel. The replacement cost for the part was over $552. I gave him a check for the full amount. He returned on 6/23/23 and within minutes, determined that he had ordered the wrong part. He then stated that he could not get a NEW control panel for my appliance and that the current one would need to be refurbished at an ADDITIONAL cost of $300. The technician waived the fee after I protested, but indicated that it would take another week for the part to be reconditioned. On 7/6/23 the same technician arrived and quickly determined that there was a problem with the refurbished control panel and that it would have to be sent back again. The technician returned on 7/11/23 to again attempt to install the control panel. After a few minutes, he was still having a problem and needed to contact the Whirlpool Assistance Hotline for help in installing the panel. After approximately an hour, the technician was able to install the panel, but the oven still did not work properly. After one month of being without an oven, four trips to my home by the technician, two parts ordered in error or not properly repaired, the technician finally got around to testing the voltage to the oven and determined that an electrician needed to be contacted as he could not repair the oven. I contacted an electrician who determined that the problem was a blown breaker and he repaired the oven in 45 minutes. The electrician stated that it was unlikely that the control panel needed to be replaced. When I contacted Mr. Appliance requesting reimbursement for a part that was not needed, they refused.

  Business response

  08/14/2023

  [BBB Transcription via Email]

  To Whom in concerns:
   
       6/15/23 - Customer called in to schedule an appointment. 
                   Jenn Air electric Built in Oven - Unit is not heating when putting on preheat it doesn't get up to temp. Light flickered on and off, temp dropped and never came back up. 
   
   
       6/16/23 -  Tech diagnosed unit and  Found no power coming from control board New part not availabe but control board can be repaired. Quoted customer, customer approved.
                      since the customer approved the quoted for the repair, we sent the board to get repaired
   
        6/30/23 - upon install we then sent board back cause unit had error code didnt have before to make sure the board was repaired properly. No additional charges.  FC error   
   
        7/11/23 - Installed rebuilt (for the second time) control board. Control board is now functional but FC error is still present. This error indicates that the unit is not receiving enough power. The customer will need an electrican in addition to the board that was repaired. 
   
       7/11/23..... Customer called in to the office to express their concern with the repair. Customer was called back and spoke to the office manager. Manager noted the account about the discussion with the customer: called cx and explacined to cx that unit had an issue with not heating, and upon diagnosis the unit had a failure within the control board. quoted cx for the rebuilt, approved. return to install rebuilt control board and unit presented a NEW error that was not previously present. - to make sure that the control board had been rebuilt properly, we sent it in for verification. Board was successfully repaired. Returned to reinstall properly rebuilt control board. unit still had error. Found unit was not getting the proper power to the unit from the electrical supply. Control board initial issue was resolved with rebuild. Everything indicates that control board is repaired properly and that once proper power is supplied to the unit, the unit will work as designed. Gave cx two weeks to call us back, had to be after a certificed electricain had repaired this issues, the cx has not go an electrician and untill that is resolved we can not fix this unit.
   
  Two weeks have been excceded and we did not hear back from the customer. We closed this case as completed as the repair was a good repair and if the customer had an electrician resolove their electrical issue, the unit should be un full functioning order, we did not hear otherwise. 
   
   
   
  Mr Appliance

  Customer response

  08/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Business did not accurately state what occurred.  Basically, they lied.  Other customers have contacted me and reported similar dealings with this company. I do not expect any reasonable compensation from this company and will continue to inform consumers by any means available to avoid using them.  

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

• Initial Complaint

  12/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Mr. Appliance of Perrysburg is absolutely terrible! Last week we had a tech come out to do a diagnostic test on our washer. Just for them to come out is $120 BUT if you go through them to fix the problem, they apply that to the total of your bill... THIS WAS OUR INTENTION, TO GO THROUGH THEM!!!! When he arrived he said it was a computer part in the washer and the total would be $460+tax. We paid that day IN FULL. He comes out a week later (yesterday) and does not even step foot in my house. He proceeds to tell me in the doorway that he made a mistake and just noticed he ordered the wrong part. We're already paid in full so he will get expedited shipping and be back soon. Sure, no problem at all. Mistakes happen, I'm understanding. 20 min after he leaves, the Mr appliance office calls my husband and says "there was a glitch in our system and it under charged you. It'll be another $81." He said "You just lied to me. The tech told my wife he made the mistake!" She ADMITTED she lied and apologized but still said she's charging us the $81 EVEN THOUGH IT WAS THEIR COMPANIES MISTAKE! I then call to speak with a manager. Apparently they were in a meeting but I never received a call back. Shortly after we get an email invoice for $181!!! Another hundred dollars on top of what she said. At this point I'm no longer understanding. We have been more than patient. I call today and speak with ********, the office manager. She was extremely unpleasant. She apologized but stated "I refuse to eat the cost even though the mistake was on our end. I'm sorry but there's nothing I can do to help you." I ask her for corporate phone number. She refused to give it to me. She literally said that this is the situation and we will not get a refund. My husband then calls her next to have her explain the invoice in which she herself was confused and couldn't even give us an exact amount we have paid and have then on top have been charged. BUT does say "I doubt you'll even get the part. I know your tech said next week but computer parts are on back order and the last one took 8 months." So apparently we're wasting everyone's time. This was never said to us until now! And if they're unable to fix the washer because of their companies lack of parts, we deserve a full refund!!!! Especially with all of their dishonesty!!! "Then refund me every dollar to make it right!" She refuses. This is a complete disaster that they apologized verbally for but will not make right by giving us our money back! And 2 weeks before Christmas. So sad to see a small business treat their customers so poorly. At this point at almost $700 between the laundry mat and their "glitches" we could have purcahsed a new washer!!!!!RIDICULOUS!!!

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