ComplaintsforMike's Appliance Service Inc

• Initial Complaint

  15/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contacted Mikes Appliances in August of 2022. Our 9 year old ** dishwasher was running fine but had a high pitched squeal during parts of the cycle. We sent them a picture of the owners manual cover and asked if they needed anything else and we were told no. We didnt hear back for a couple of months so we contacted them again. Finally in October someone came. We were quite surprised that there was no diagnosis. The technician just started taking the dishwasher apart. When I asked about the Smart *********** he replied that they do not use the App and that 90% of the time it is the motor. I took him at his word. Unfortunately he didnt have the correct gasket needed to complete the job so he would return at a later date. (Which we understood)A different technician arrived to replace the motor and install the gasket. Before he left he ran the dishwasher for a couple of minutes and it sounded fine.The next day I decided to run a full cycle to clean the dishwasher. After the cycle was completed I noticed there were screws at the bottom of the dishwasher and that the wash arm was not on. I immediately contacted the company and on Friday, November 18th someone came and put everything back together.We ran the dishwasher with no problem but on the second time it began making the exact same high pitched whistling noise. On December 29th I contacted them and said they would send out their technician in January but might need to order more parts. I explained that we didnt want to spend any more money on the dishwasher and never heard back from them. In February I notice that Mikes Appliances has a 90 day warranty on their work so I contacted the company. They said they would refund us $148.56. (The price of the motor). We have contacted the company several times during this past year, with no response. We would like to get this resolved as at this point it is getting ridiculous. Would actually like to get the entire bill refunded due the the pure frustration.

  Business response

  26/09/2023

  Hello, 

  We were able to get in contact with the customer and arrange a full refund for tomorrow. 
  

  We apologize to you and the customer for waiting this long period of time. 
  

  Thank you 

  Business response

  26/09/2023

  
  

  Hello, 

  We were able to get in contact with the customer and arrange a full refund for tomorrow. 
  

  We apologize to you and the customer for waiting this long period of time. 
  

  Thank you 

  Customer response

  27/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  21/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Our ** washing machine stopped working. We called ** since it was still under warranty. ** gave us a list of three repair companies in our area who could fix the machine. On June 3rd a technician came out to access the problem. He pulled apart the washer noticed the bolt that holder the motor assembly on was laying in the bottom of the housing, said we will need a new motor assembly and it should take about two weeks. After not hearing anything for about 10 days I started calling to see when they would have the part and be in to fix the machine. They would not answer or return my calls. I tried calling from a different number and without fail the call was answered. This went on for several weeks, and every time I would call for a status update they gave me the runaround. About 6 weeks later I ended up calling a different repair person in to fix the washer. I called on a Tuesday evening, and by Thursday morning he had fixed my machine. Now Mike's Appliance Service keeps texting me saying I have not paid my bill, which I have never actually received, and wouldn't pay even if I did since they didn't actually do any of the work. Apparently they have sent my bill to a collections agency now, but again this is all through text I have no emails or regular mail regarding my bill. If this has in fact gone to collections I would like to know the process to fight this as I do not believe I should be charged for service not rendered.

  Business response

  09/11/2022

  invoice is now void. thanks

  Customer response

  09/11/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18294039, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  16/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I contacted mikes appliance to fix my washing machine September 2021. A young man came out sept 10,2021 and diagnosed my machine only for the part to be on back order and told me he or the secretary would reach out that afternoon to let me know how long the pet was going to take to come in. I never heard back. Fast forward 2 weeks I call on sept 27 around 3 pm to find out they had the part and were coming to fix it on Tuesday. I informed the secretary that I needed more than the night before a notice to cancel all of my clients the following day to have the repair done and could they come later that week. She informed me no he was taking holidays the Friday before thanksgiving for 10 days after his wife had their child and they couldn't fit me in before then. I asked to purchase the part as I have 3 small kids and not having a washing machine is hard. I was then ghosted. I sent 3 emails asking which date they would be repairing my machine as they gave me the 12&14 to choose from and wanted to plan ahead. I heard nothing. I emailed again asking which date they would be servicing my machine and nothing. I thought they no longer wanted to deal with me so I bought a new machine and moved on. Monday oct 18 I receive a call at 4:30pm informing me they were going to fix my machine the following day. I called back to let them know again Tuesdays don't work for me when given short notice. I Called at 4:40pm they close at 5 and had to leave a message which was not returned. I never got a call back. Nov 5 I received an email about fixing my machine and I didn't reply because I was so frustrated at this time. Now today I receive an invoice for the repair and my part. They have never worked with me to find a date that works for me. They ignored me and my many attempts to fix it. I feel that I'm being taken advantage of. They are now threatening to send me to collections today for an invoice I just received today.

  Business response

  08/12/2021

  Business Response /* (1000, 5, 2021/11/22) */ Hello, We came out to service ********* washing machine, it required replacement of the control board in order to fix the product. ******* instructed us to special order the part that we mentioned would take a few weeks to come in. We advised her that special order parts are non returnable and the charge for the part will be applied to her account. When we received the part we contacted the consumer to arrange a time to install the part, the time did not work for her so instead of trying to arrange an alternate date she scolded our secretary and demanded the business owner call her. We again contacted her to arrange a date to install the part and this time she advised us that she bought a new appliance and will not pay us, we had offered again to come out the same week and she refused. So we advised her that her account was being forwarded to collections. The account has been formally sent to collections. The terms of service are that the if we drive out to the customers house they will be charged for a service call, payment is due upon receipt of invoice. Special order parts cannot be returned and we had a verbal agreement with the consumer that she would pay for the part and service call. Customers don't get to decide not to pay us after the fact. The consumer is simply fielding this complaint because she is refusing to pay a licensed contractor. Consumer Response /* (3000, 7, 2021/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree with what the owner has said. He had an employee of his come out to do the initial diagnostic on my washing machine. He was a nice young guy who informed me after talking to his boss that they had called two places regarding the part needed and that it was on back order and they were unsure of how long it was going to take for them to get in. Being that I have 3 small kids at home he was going to go back to the shop and get either the secretary or himself to call me that evening to discuss how long the part was going to take to come in so I could decide if I wanted to order the part or if I wanted to buy a new machine. No communication be it via email or phone call was made that night. It was only when I reached out via phone call 1.5-2 weeks later that I was informed the repair was scheduled for the following day the Tuesday and no time was given for that day. I explained I worked that day and had a full schedule of clients that I was not able to reschedule that late in the evening. I did however finish work around noon the following day when the service was to be completed and reached out to let them know I was on my way home so he could come out and I received an email back later that day saying he wasn't in my area anymore. I did ask for the owner to get ahold of me so we could try to work something out and he was unwilling so he had the secretary reach out and she did send me two dates which I did email twice about which date she was booking me in for service on and those are the emails that were ignored. At no point did I verbally say to order the part as I was to be called about wait time to make that decision and wasn't. When I did learn they had the part I did offer to buy it and have it installed by someone else in a more timely manner than they could provide me and that email was left unanswered. After no replies and needing a machine I bought a new one since I took the unanswered emails as a sign that they no longer wanted to work with me. I no longer have the machine so no longer require the part that I never authorized purchase for in the first place. I received a very threatening and bullied email after they received the report from you. I would also like to note it is unfair to send an invoice the same day you send someone to collections. There was no time given to resolve the issue before he reported. I did reach out to the company 2 days ago and offered to pay for the service call since someone did come out to diagnose my machine but I do not feel comfortable paying for a part I didn't ask for and especially not after receiving the strong worded emails I have after the initial report. Business Response /* (4000, 11, 2021/11/30) */ We are just looking for the consumer to provide payment. The consumer owes us for a service call that we did and the cost of a special order part that the consumer wanted ordered and is now refusing to pay for. The consumer has since offered to pay us the service call but not the cost of the part. The bill has been sent to collections.

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