Complaints

This profile includes complaints for Mr. Appliance of West Augusta's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mr. Appliance of West Augusta

  2917 Riverwest Dr Augusta, GA 30907-2028

• 

  Mr. Appliance of West Augusta

  102 Old Market St, Suite 102 Aiken, SC 29803

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In ******** 2024, I called Mr. Appliance of ******** and/or West Augusta and/or ********* to schedule service for my ** refrigerator/freezer. Service was scheduled for ******** **. The technician arrived as planned, diagnosed what he insisted was the problem, and charged $575.17 for service and parts. 11 weeks later, no parts have arrived, and no repair has been made. I've contacted Mr. Appliance multiple times via multiple phone numbers and text messages including ************. An answering service responds but no resolution has been made. I receive texts from "Ashley" (attached) from ************ who says she has escalated my concerns to "the support team" but, again, I have received no communication from anyone else. Meanwhile, my appliance makes horrible noises, it is a fire hazard as I have had to jam a wooden ruler and a plastic comb into the fan mechanisms to keep it running. I'm in danger of losing my food at all times. They provided no receipt or invoice in person or via email the day of their service (image of inbox attached) but, as you can see, they did charge my credit card on ******** ** (attached). I have no confidence in the company. I am concerned that I've been scammed. Can you help me either 1) get the parts and service I am owed ASAP and/or 2) get a refund ASAP so that I can move forward with finding a reliable company for a repair and/or use that money toward a new refrigerator?

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/8/2024 Quentin (owner) came to my home and diagnosed my dishwasher. I paid in full after diagnosis and was told that the 2 parts would be ordered and would arrive in 3-5 business days and someone would call me to schedule the repair. I reach out on the 11/13 and was told one of the parts had not arrived yet. I reached out again on the 11/20 and was told the part would be in Friday. The repair was scheduled for 11/27. We were given a *** *** * **** appointment. At the end of our * **** appointment we hadn't heard from the tech so we called and were told he was running behind. He finally showed up an hour later but only with 1 of the 2 parts needed to do the repair. The office claimed he lost the part that day. We were not given a new repair date on the 27th. We called at least 20 times the week of 12/2 and finally got through to someone on 12/5 to be told the new part that needed to be ordered hadn't arrived yet. The part finally arrived the next week and a tech came to repair the dishwasher on 12/16. This repair did not fix the dishwasher and we were told by the technician that "someone from Mr. Appliance would call us that day to schedule a further diagnostic." We have not heard a word from Mr. Appliance since 12/16. We ended up having to fix the dishwasher on our own because we never had any further contact with Mr. Appliance. We had the absolute WORST time trying to get in touch with anyone in the office until the customer service representative (Jakayla) gave us her cell phone number on 12/6.

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Mr. Appliance about a gas leak from my cooktop. A technician came out on 12/04/2024 and said I needed a new valve. I prepaid the technician nearly $600 via check so the part could be ordered and was told it would take 7-10 days for the part to come in and they would schedule the repair. The check was cashed in 12/5/24. After weeks of no communication, I reached out to them calling 4 times and only getting an answering service. Ashley finally called back and said she was unaware of my previous attempts to contact and that she did not have an estimate on the part arrival. I called again on 1/2/25 and sent a text to the number she said was her cell number but have not reached anyone not received a call back as requested.

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They were supposed to repair my dryer .they asked for the $670. Up front waited 2weeks to fix it sent a woman out who tore the dryer up and could not fix it .The dryer set for days disassembled and then another man came out and did not fix it.

  Business Response

  Date: 12/09/2024

  ******** ****** ** *** **** *** ***** **** *** case was handled, resolved.

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband noticed our refrigerator was leaking. We called on Tuesday, September 3, 2024 for an appointment. He noted to the receptionist that we could only make appointments after 3pm. Twice we were notified that someone was coming out at 11:30. Each time, we called, clarified that appointments could only be made after 3pm, and each time we were rescheduled days out. Finally, a technician came out on September 16, 2024. The technician diagnosed the problem. We prepaid for the labor and part needed. On October 2nd, another technician came out and replaced the part. However, the refrigerator now would not cool at all. We called again on October 7th to have someone come out, again specifying that it must be after 3. They scheduled a technician to come out for October 10th. On the 10th, we received a message that the technician was at our house at 1:15. We called to try to push back the time and were told that they had scheduled the wrong technician and that another technician needed to come out. We were again rescheduled for October 16th. On October 16th, we called to verify the appointment and were told they had given us the wrong date, and the technician would be here October 17th. We have been without a refrigerator, due to their mistakes for over 2 weeks. We have repeatedly called and tried to have this taken care of and have constantly been put off and rescheduled.

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 13th, 2024, we had our dryer repaired. We paid for the repairs in advance. The technician took nearly three hours to complete the job and consulted with two other technicians to resolve the issue. Once the dryer was back together, the technician stated that it was operational. However, on September 15th, 2024, the dryer started making a noise as if the "tumbler" was not appropriately aligned, and the noise was worse than the original issue (dryer bearing replacement). On September 19th, 2024, the dryer would not power on. We contacted Mr. Appliance and requested to speak with the owner, but the staff informed us that the owner was unavailable and offered to send a technician to look at the dryer. On September 24th, 2024, the same technician who had difficulty repairing the dryer returned. During that appointment, the technician stated, "The dryer was running like new when I left." We asked for a refund, and the technician advised us that the office manager would call us. As of today, October 8th, 2024, we have not received a call from Ashela.

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 12, 2024 The "Mr. Appliance Repair Service Company in Augusta was hired to perform a maintenance service on our dryer. On August 12, 2024 payment of $482.15 was paid to The Mr. Appliance Repair Service Company for parts that needed to be ordered for the service. **Per the technician "the maintenance was to extend the life of the dryer and said that both the parts and labor would be guaranteed for up to one year". The service was completed on August 21, 2024 at 6pm. On the morning of August 22, 2024, I attempted to use the dryer. When I turned it on it made a very loud noise of a shoe or object "bouncing" in the dryer. We have attempted to use the dryer but each time the noise is there. We have made numerous calls to the Mr. Appliance Company. The answering service has taken 7 messages to date regarding the noise and our inability to use our dryer. We keep being told, "someone will be in contact with you" or "I will forward your complaint to the office". No one has called us back to schedule service that is under warranty according to the technician. Meanwhile we have been taking our laundry to the local laundromat to be dried. Can you please help us?

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  09/19/2023 I hired and paid Mr. Appliance to repair my washing machine. I was charged 571.46 and they did not repair the machine. The regular cycles still are not working. I cannot get them to come out and address or repair this properly. The person I spoke with on the phone was rude about it. After attempting to get them to come back out I finally had no choice but to purchase another washer.

• Initial Complaint

  Date:05/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/13/2024 I requested Mr. Appliance of W Augusta to respond to my request to repair my ******* dryer. Mr. Quentin S**** (owner), arrived at my home and turned on my dryer and then off to view the error code I was getting and determined I needed a new heating element. It would cost over $500 to repair. With a promise to send a repairman on Thursday, May 16th, Mr. S**** asked for the full payment up front. My biggest error. I did in fact receive a texted confirmation of service appointment on the 16th between 2:15 and 4:15pm. At 2:30, I get a call from a woman (suspected scheduler), advising me my appointment was being cancelled due to a "emergency" which she refused to disclose. I was offered a reschedule date the next week which was unacceptable due to the urgent need to get the dryer working again for obvious reasons. I asked for a refund to which the woman told me she would need to tell her supervisor. I asked to speak to the supervisor, but no one was available according to her response. To date, I have heard nothing despite my request and an email to follow up. I want my money back for services not rendered as promised.

  Business Response

  Date: 05/20/2024

  Yes Mr ******** is correct, Mr S**** the owner, did come out and advise of parts that was needed, he scheduled Mr ******** on the premise that his pars would come in within a couple of days.  But unfortunately they did not come in.  We just received his part today.  We will issue a refund minus the diagnostic fee, and the restock fee from the vendor.  He will receive a refund in the amount of 390.00. 

  Customer Answer

  Date: 05/20/2024

  
  Complaint: ********
  
  I am withholding my acceptance on two points:

  1.  The refund itself should be timely. not weeks from now.

  2.  Since having the dryer problem resolved by another source, it turns out Mr. S****'s cursory evaluation of my dryer was in error and the part that was ordered was NOT THE PROBLEM, therefore I feel a restock fee (which was not disclosed is warranted.  Given the poor ratings this company normally gets, its par for the course that they continue to nickel and dime after failing to fulfill their promise of a repair on 5/16.

  I will accept the resolution after I receive the $390
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 05/28/2024

  *** ***** **** *** ***** *** ******* ****** Refund check was sent out last Friday.

  Customer Answer

  Date: 05/30/2024

  Today is May 30, 2024 and I have received nothing from Mr. Appliance.  Considering it is nearly a week later, I highly doubt they were telling the truth about sending something last Friday.  Not surprised.

  However, in the event something does come through, I will promptly return it.  A partial refund from them is no longer needed.

  Accordingly, I can recommend this complaint to be closed because I sought, and received relief (in full), from my **** account after filing a dispute with them.

  They apparently had enough evidence that I provided to quickly realize that I was due a credit for a complete failure on the part of the merchant.

  Thank you for your assistance.

   

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid Mr. Appliance approximately $$359.00 for parts and labor to repair pump on dishwasher. Came to my house four times and dishwasher still does not work. Today a lady called me and said it needed a part that no longer exist and there would be no refund. Original visit was on *****

  Business Response

  Date: 02/09/2024

  We received a call from the customer stating that the unit  would not turn on,  The technician advised that she needed a new drain pump due to it starting to fail which is causing the unit not to turn on.   We installed the new drain pump and check for functionality.  All checked good.  Customer called back said dishwasher would not turn on again. the service manager was sent out, and stated " Ran of the unit through diagnostics and found there is an excessive amount of soap and suds buildup inside the unit. Poured white vinegar down inside the unit and advise the customer to allow the unit to sit for 3 to 4 hours to allow the soap scum to break up. Advised the customer to call us back if the issue arises again" The customer called back advising that she has a error code and the dishwasher is not draining.  The technician went out and determined the the drain pump sent from the vendor went bad.  So we replaced the drain pump under warranty at no cost to the customer. The technician went out the last time and states : Found that when I arrived in the home and E 23 error code was on the unit. Press the power button and the unit turned on properly so I did the cycle and the unit ran through all portions of the cycle properly. The unit filled with water and then began the wash cycle and continue through the wash cycle properly and then drained all of the remaining water. In order to clear up this error code issue we would have to replace the control module unfortunately the control module for this model is no longer being produced."  The appliance is working and there is not option of a refund due to the manufacture not producing the part.  That is outside of our control.  If the appliance went not functioning them that would be different.  We will not engage in anymore communication regarding this matter.  We consider this matter closed.