Reviews

Review Details

• Review fromMaggie B

  Date: 01/19/2024

  1 star

  Maggie B

  Date: 01/19/2024

  I received a phone quote for a tech to resolve a shorted out stove hood estimated $240-300 with parts, but since I have the computer board and connector directly from Zephyr it should be lower. When the tech arrived he quoted me $259 and I said that seemed high based on my phone conversation. He started complaining that he "doesn't work for free" and it may cost me as much as $350.I called the office back and was told I could pay the $139 diagnostic fee and have 30 days to get a different tech, but they couldn't be sure what he'd charge. The whole experience was unprofessional, misleading and sneaky. I suggest you steer clear of Mr. Appliance of Denver.

  Mr. Appliance of Denver

  Date: 01/23/2024

  Thank you for taking the time to share your feedback regarding your recent experience with Mr. Appliance of Denver. We value your perspective and want to address your concerns directly.
  Our team carefully reviewed the details of your service appointment, and we would like to emphasize that our pricing is determined based on various factors, including the information provided during the initial phone conversation. We take pride in offering fair and transparent quotes to our customers.
  We want to assure you that our technicians are trained to accurately assess the situation on-site, and any adjustments in pricing are made in accordance with the complexity of the repair and the necessary parts.
  While we regret any misunderstanding, we want to clarify that our pricing is competitive and reflective of the expertise and quality of service we provide. Our commitment to professionalism is unwavering, and we do not engage in misleading or unprofessional practices.
  In situations where customers express concerns about the quoted price, our policy is to offer flexibility, such as the option to pay the diagnostic fee and explore alternative solutions. We aim to be transparent and provide options that prioritize the customer's satisfaction.
  We appreciate your feedback, and we will use it as an opportunity to reinforce our commitment to clear communication and customer satisfaction. If you have any further questions or concerns, please feel free to reach out to our customer service team.
  Thank you for considering Mr. Appliance of Denver, and we hope to have the opportunity to serve you again in the future.
  

• Review fromAlesia T

  Date: 11/14/2023

  1 star

  Alesia T

  Date: 11/14/2023

  Our bottom left stove burner was not turning off. ******* quoted us $446 to replace a part. The issue wasn't resolved and we wanted a refund because it didn't fix the issue. Instead, ******* came back out and quoted us $260 for a switch replacement. They were going to take it from the $446 we have already paid, but that still left us with $186 needing to be refunded. ******* and **** came out and replaced the switch and said they would refund us the money. When it came time to pay, the switch cost $322 instead of $260. We were quoted a different amount initially. They took the $322 from the $446, so we only got refunded $124 instead of $186. We feel taken advantage of because of misinformation. In the end, the problem was fixed but I wished it was an easier process when receiving our money back.Update:We constantly have been calling Mr. ********************** to get an update on how much our refund was going to be. They kept saying someone will give us a call back and they never did. They sent us an email with our refund. The amount they ended up refunding us was $122 without any explanation. Without an explanation, we feel money was taken from us. I called back asked for someone to explain me why it was still $122. The customer service said they would have a manager call me. They have not been calling me back this whole time, so I refuse to believe I will be receiving a call back. They are very unprofessional and choose to ghost people instead of fixing the issue.

  Mr. Appliance of Denver

  Date: 01/30/2024

  Dear ******,

  
  I'm sorry to hear about your recent experience with our service and the billing discrepancy. We apologize for any inconvenience and frustration this may have caused. It's important for us to address this issue promptly and to ensure your satisfaction.
  
  I will investigate the situation and get in touch with ******* and **** to understand what happened regarding the initial quote and the final cost of the switch replacement. Our goal is to provide accurate and transparent information to our customers, and it appears that there was a miscommunication or an error in this case.
  
  We are committed to resolving this matter and ensuring you receive a fair and accurate refund for the work that was done. I appreciate your patience and understanding, and I will do my best to rectify the situation as soon as possible.
  
  If you have any further details or concerns you'd like to share, please feel free to reach out to me directly at ************. Your feedback is valuable to us, and we will use it to improve our service.
  
  Thank you for bringing this to our attention, and we will work diligently to make this right.
  
  Sincerely,
  
  Mr. Appliance of Denver

• Review fromVictor M

  Date: 08/14/2023

  1 star

  Victor M

  Date: 08/14/2023

  Everyone meet *****, also known as *****. I had the pleasure of being insulted in my own home when asked to repair my fridge. When my caretaker opened the door, he immediately asked my Dad to sign the form before even completing the work (red flag). He had a major attitude from the moment he called that he was downstairs and when he came in. He asked when the ice machine stopped working and we told him almost a year. Immediately in an a sarcastic and condescending way said why did it take you a year?. I am permanently disabled from an accident and am doing intensive rehab so I had bigger things to worry about than my ice machine. My Dad asked why was he being hostile and he angrily said he wasnt. I immediately asked him to leave due to his extreme attitude. To end it all, as he was leaving he sarcastically said have a great day and then SLAMMED my door. An 8 year old has more discipline than this man. I called twice to speak to a supervisor and have not received a call back which makes it seem like this business doesnt see anything wrong with this behavior. Please see how they respond to this incident on here and consider another business.*We are black and I rarely pull the race card as I hope we are past this in the year 2023 but ***** is either racist or just a lunatic. Or both

  Mr. Appliance of Denver

  Date: 08/15/2023

  Better Business Bureau
  Re: Response to Customer Complaint - Case #[******]
  Dear BBB,
  We appreciate the opportunity to address the concerns raised by the customer in their recent review. Our commitment to providing quality service is unwavering, and we take every customer experience seriously. We regret any inconvenience caused to the customer during their interaction with **************.
  After a thorough investigation into the matter, we would like to provide some context regarding the situation:
  On August 11th, 2023, ************** was dispatched to the customer's residence to address their ********************** issue, as per their 3rd party service request. However, upon arrival, the interaction quickly escalated due to the customer's hostile behavior towards **************. **************, who is trained to provide professional and courteous service, attempted to engage with the customer and address their concerns, but unfortunately, the customer's demeanor made it impossible to proceed in a productive manner.
  Our primary concern is the safety and well-being of our employees, and we cannot condone or tolerate any behavior that puts them at risk. As a result, ************** exercised their discretion to prioritize their own safety and chose to leave the premises. We understand that this decision may have caused frustration to the customer, and we apologize for any inconvenience this may have caused.
  It is important to note that our company has a zero-tolerance policy for abusive or hostile behavior towards our staff. In this particular instance, due to the nature of the interaction and the subsequent decision to leave the premises, we regret to inform the customer that we will not be able to provide future service to them.
  While we strive to assist all customers to the best of our ability, our commitment to maintaining a safe and respectful work environment for our employees is paramount. We believe this decision is in the best interest of all parties involved.
  We remain open to addressing the customer's ********************** issue should they choose to engage with us in a respectful and professional manner. If the customer's circumstances have changed and they wish to discuss a resolution, we encourage them to contact us directly at ********************************************************* We are committed to working towards a mutually satisfactory resolution.
  Thank you for bringing this matter to our attention, and we hope this response adequately addresses the concerns raised. We appreciate the BBB's role in facilitating communication between businesses and customers, and we value the opportunity to maintain the integrity of our services.
  Sincerely,
  *************************, Owner, Mr. Appliance of Denver

• Review fromLaura P

  Date: 05/20/2022

  1 star

  Laura P

  Date: 05/20/2022

  Mr. Appliance of Denver charged us $125 as a diagnostic fee, and were never able to diagnose the problem. I was willing to pay to have the oven fixed, but they didn't know what to fix. I emailed multiple times, they just ignored me. I called in and the woman said they'd get back to me - GHOSTED entirely.If a professional services company is charging a "diagnostic fee" I expect a diagnosis and, if I choose not to fix it given the price or whatever, then fine I'm out of pocket on the fee. But, no, I would have NEVER agreed to pay $125 for a random dude to come over, scratch his ***, and tell me he doesn't know what's wrong with it.What a scam.

  Mr. Appliance of Denver

  Date: 05/21/2022

  We clearly quote our diagnostic/trip fee on every call which the customer accepted. We spent many hours troubleshooting the customers appliance and spent hundreds of our own dollars which we did not charge the customer. She was only responsible for the fee, which she accepted when booking the call. The customer is an attorney, who ironically represents the little guy, and tried to bully her way out of the fee even though we did everything in our ability to fix the appliance.