ComplaintsforMr. Appliance of Bloomington

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I requested a Mr. Appliance technician to diagnose a problem with a dishwasher at ** ******** ***** ************ ** *****. The dishwasher was not heating. The technician came on on 4/5/24 and said (without testing anything) that it was the heating element. An estimate of $326.18 was given, to which I agreed and paid in full. On 4/10/24, another technician from Mr. Appliance came to replace the heating element, and it turned out it was not the problem. The problem was the main board, a more expensive repair ($479). At that point, it made more sense for me to replace the dishwasher, which cost about $500. I rejected the repair and asked for a refund. I had paid $326 but got only $201 refunded (both credit card statements are attached, with the transactions highlighted). I am requesting the refund of the $125 "diagnostic" fee (the technician misdiagnosed because he never tested the heating element, just assumed it was the problem). Mr. Appliance refuses to refund it because, as they argue, the problem was diagnosed correctly the second time. My argument is that it wasted my time and energy. Had it been diagnosed it correctly the first time, I would have made a different decision rather than prepay for the repair. Besides, assuming the heating element was the problem without doing any testing (which probably takes no more than a minute) is unprofessional. I have attached invoices/estimates and my credit card statements that show a charge of $326 and a partial refund of $201. The refund of the $125 diagnostic fee is what I am requesting. Sincerely, ******** *******

  Business response

  06/10/2024

  At the time the appointment was scheduled with Mr. ******* he was informed that there is a $125 travel/diagnostic fee. This fee applies whether or not the technician completed a repair and is a basic charge for a technician coming to the home. This is a non-refundable travel diagnostic charge. Mr. ******* was refunded for a his initial repair as a second repair needed was diagnosed at the time the first repair was completed. In an act of good faith we did refund all fees associated with the first repair. The technician was unable to determine there was a second repair needed until completing the first repair, we felt it was more important to serve Mr. ******* by refunding the repair as the two combined repairs would make the total repair a non-cost effective repair. Mr. ******* agreed to pay the $125 travel diagnostic fee at the time he scheduled the appointment. Now that the repair is not cost effective it appears he has buyers remorse, that is unfortunate but there is no additional refund due at this time and a good faith offer to refund the costs associated with Mr. *******'s first repair was offered and accepted those funds have already been refunded. 

  Customer response

  06/15/2024

   I am rejecting this response because:
  
  I firmly reject this response from the business as it contains misleading and incorrect information. The statement "Mr. ******* was refunded for his initial repair as a second repair needed was diagnosed at the time the first repair was completed" is simply false.
  The truth is that the first repair was never completed because it was never actually needed in the first place. The first technician who visited on April 5th misdiagnosed the problem as a faulty heating element without even testing the said element. He simply assumed the dishwasher wasn't heating due to that part, which turned out to be incorrect.
  When the second technician came on April 10th to replace the heating element, he found that it was working perfectly fine. He then provided a new, higher estimate claiming the main board needed replacement. At this point, I had lost all confidence in Mr. Appliance's ability to properly diagnose and resolve the issue.
  The lack of professionalism exhibited by the first technician, who failed to conduct basic testing before rendering a diagnosis, left me doubting whether the second diagnosis was even accurate. I decided it was not worth risking more wasted time and money if they were to misdiagnose the problem again.
  Moreover, the poor coordination between the clerical staff and technicians was extremely concerning. Whenever I called, it took multiple attempts and a significant amount of time for them to figure out what work had or had not been done. Even in their response to this complaint, they incorrectly claim the first repair was completed when it clearly was not.
  While I initially gave them the benefit of the doubt that this was just disorganization, their insistence that an incomplete repair was finished raises suspicions that there may have been an attempt to mislead the BBB into believing work was done satisfactorily.
  Regardless of the intent, the fact remains that I paid a $125 diagnostic fee for an incorrect diagnosis due to a lack of professionalism and basic testing procedures. As a result, I have absolutely no faith in the second diagnosis they provided.
  Therefore, I am respectfully requesting a full refund of the $125 diagnostic fee. The inaccurate initial diagnosis rendered that entire fee wasteful, and I should not have to pay for substandard service that failed to properly identify the issue with my dishwasher. I hope the BBB will see the reasonability in refunding those fees given the clear lack of care and competence exhibited by this business.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They came out to look at my dishwasher and damaged my countertop. They will not return my phone calls or emails. In addition, after I paid in full at the time of service, they are now sending me bills for more money- when they won’t even return my calls about the damage they did in my kitchen.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hi, So I called Mr. Appliance on the 19th to fix my fridge , he said the defroster was bad it will be $303 . They came 2 days later to replace it but the guy that came said the defroster works it’s the timer, so he replaced the timer and said it was the same price as the defroster and he had one in the truck so he replace that. Next day still doesn’t work I called them back, they come out again & said the defroster is bad… ( what the first guy said). So they replaced that for me a day later. A day later still not fixed so I called back they came out and said oh it’s the compressor , & the parts will be $800 plus labor. So if they woulda diagnosed it right the first time ?, I would’ve never fixed the timer or defroster. ? I haven’t had a working refrigerator since the 19th, she said, it’s unfortunate that the compressor went out during that time, but they fix what they needed to do, the owner had no empathy for me, she was more worried about the one star review I left a Google. She told me that my compressor was working because there was ice buildup on it. Every time a technician came out, when I was on the phone with her. I told her I currently still have ice buildup on it. And that it just doesn’t make sense, she was rude and nasty and hung up on me and said have a good day. I’ve been called back and asked her to send me an email of all the notes from the technicians and she hung up on me again. I’ve used this company for over five years and for them to treat me like this, I couldn’t believe it.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mr Appliance was hired to replace the Kitchen Outdoor Vent. **** arived and could not get the unit apart. I had to help him and also pull out the Shaft Key. He stated that he needed 282.00 up front to order a new motor. After they cashed the check, **** showed up with a completely old and reunied motor and tried to past it off as new. The unit never worked and had to be replaced by another company. I have all the pictures and statements from the lodge body.

  Customer response

  12/18/2023

  ID ********

  After all this they have sent me to collection for $115.00 . I have never recived anthing in writing , they stole from the ******* ***** ***, cashed a check and get off scott free?

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *Date; Friday, August 25, 2023; *Amount: none after complaint business waived the $119 "diagnostic fee" no diagnosis was necessary; *Service requested: exchange unplugged dryer 4 prong to 3 prong to match the apartment outlet; *Nature of complaint: the dryer was unplugged and did not require any interaction with the breakers to start service, power in the entire apartment went out before any requested service was begun, tech claimed he switched the breaker to turn off the power, however, once the power went out, he asked where the breaker box was located. What he did, I do not know since I left the area to stay out of the way *Other information: since there was nothing to diagnose, I requested that the "diagnostic fee" be removed from the invoice. The tech left the apartment building to call the owner. I found this odd and wondered if he even called. The tech was rude, impatient, and repeatedly used foul language. He also left in a hurry even though I requested that he wait to tell apartment maintenance exactly what he did to cause power to go out. He claimed no responsibility and first said he touched the outlet and the said he flipped the breaker even though I had to show him where the box was. *Follow-up: I contacted the owner who defended the tech's behaviour, and did not acknowledge information I gave such as power went out even though power was not needed to exchange the cords. There is now a scorch mark on the less than a year old dryer. Once the cord was replaced by someone competent, the dryer does not dry the laundry nor does it get to the correct temperatures to do so. I have recently moved and have a lot of laundry to do, however, I'm hesitant to use the dryer. I've also had cataract surgery yesterday, Tuesday, August 29, 2023, and cannot carry the laundry nor drive to a laundromat. I ought not to have to do so either. *I found their information on ****** Maps and saw good ratings. *Invoice: info incorrect, #*******

  Business response

  08/31/2023

  Ms. ***** contacted our business to have a dryer cord swapped out. 

  At the time of the appointment the technician called the office to see  if he could discount the trip charge when Ms. ***** declined the work. After the breaker broke he called the office and explained the situation.  In meeting with the technician after Ms. ******* phone calls we obtained the following information from him. The technician does not speak English as his first language though he does speak it very well and at times can come off as being short when he is finding the correct word in English. He is working on this and improves everyday, but  believe that this was frustrating to both parties at the time. 

  A technician was dispatched at the time he arrived he gave her the estimate for the work to be done, she did not approve of the price and declined the work. After requesting payment for the trip charge, which she was informed of on the phone, at the time of booking, she told him to go ahead and do the work. As a safety precaution technicians always turn off the power source prior to starting work. We will not risk a technicians safety, it is company policy to turn off the power before they start work on an appliance.  When the technician turned off the breaker marked for the dryer, he heard a boom and the entire apartment lost power. He stated it would not turn back on. He then spoke to the customer and let her know he would not be able to finish fixing the dryer because there was no power in the unit and she would need to have the building maintenance/or electrician take a look at the box.  He then left the apartment. 

  Since this occurrence Mr. ***** has called repeatedly and sent harassing emails. We did not charge her any fees, waiving the trip charge. Due to her irrational behavior's we felt that this would be the best solution to make the situation right by her. We have responded to every phone call and every email in a timely fashion. We have nothing to offer as a resolution to a situation we had no control over.

  Ms. ***** claims that her dryer has "burn" marks on the back. She also states that these marks were not there before our arrival.  We did not touch the dryer so we do not know if they were already there or not. Additionally she stated that the dryer was not plugged into a power source and stated that our technician did not work on the dryer, however, she is claiming that we are responsible for these "burn" marks on the dryer. If a dryer has no power source and we do not physically touch the dryer we do not have the ability to explain where burn marks would have come from as we did no work and did not touch the dryer. It is my suspicion that either the marks were already there or  whoever came out after us has done something incorrect in connecting the power cord and that has cause these marks or any damage to the unit and should be the company she is following up with. throughout our correspondence Ms. ******* entire plan was to contact the BBB, we are unsure what she is needing rectified.  After the most recent emails Ms. ***** stated once again she would be following up with the appropriate bureaus and authorities, which we presume is this complaint. We did not do any work, we did not take any money and we did not cause any damage to Ms. ******* property. 

  As we did NO work and charged nothing for services with Ms. ***** we do not believe there is any responsibilities from our company with regard to Ms. ******* dryer as we did not touch it.   We have attempted to discuss this with Ms. ***** to no avail. 

  Please see attached email conversation in which Ms. ***** herself states we do no work and did not charge her any money. 

  Customer response

  09/03/2023

   I am rejecting this response because: no one but the technician actually knows what happened. His version is what he shared and accuracy cannot be confirmed. Prior to the service call all power, outlets, and the dryer were working and undamaged. I am taking steps to replace the dryer as it’s safety is now compromised. I expect recompense from the business. 
  
  
  

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December of 2022 I hired Mr. appliance of Bloomington on Oakland ave to come out to my house to look at and fix a leaky washer. They looked at it, and ordered a part number. Scheduled them to come back and they did a no call no show on that day, later said that they ordered the wrong part number. I gave them another chance to order the correct part number and rescheduled them to come back out to install and fix the washer. Not once but two more times did they cancel the appointment to come fix the washer on the day of the appointment. I would not recommend them for any services as they are still threatening to send me to collections for the original service call that should have been put towards the fixing fee, and also a restocking fee for the two items that one was there fault for in the first place.

  Business response

  03/04/2023

  On 12/21/22 09:27 AM ******** contacted our company stating she has a washer that need repaired stating

  "Washer has a constant drip" She was informed of the $119 travel diagnostic charge if she didn't approve the repair otherwise there is no diagnostic charge our repair costs are all inclusive. 
  On 02/22/23 03:29 PM a technician was dispatched to diagnose the repair needed for the unit and came to the following conclusion. 
  Open the lid of the washer seen that it was a whole, lotta water, see a water dripping from the water tub fill nozzle assembly will need to be replaced Vendor has shipped us the wrong part and we will need to ship us the correct part. Customer approved repair and paid half of the repair cost to order parts. Signed authorization agreement to move forward with repair (see attached) On 01/02/23 received the part and placed customer on the schedule, upon opening the part the technician determined that we had received the wrong part from the vendor and would need to re-order.  01/02/23 08:55 AM - Customer called upset with our service and that we are having to order a different part. Asking for a refund. manager is following up with technician to sort out what the actual part we need is and determining how to get this customer taken care of ASAP
  01/02/23 01:18 PM
  *** (********'s mom and owner of washer) came into the office demanding to speak to manager directly about getting a refund. I informed her that Manager is in a meeting and could give her a call when she is done and I didn't know how long that would be. Tried getting her to understand we are doing everything we can to get the machine repaired and as much as we try to avoid it, sometimes human error happens. I informed her the correct part is on order and as soon as we discovered we received the wrong part and we notified ******** as soon as it was discovered as well. She still wants a face to face with manager. Uncertain who *** is in relation to our customer ********, as ******** did not mention or request that we communicate with ***, however we added her to all future correspondence as requested. 
  01/03/23 02:41 PM 
  We left a voicemail with *** ***** ******** asking if we can come back out now that we have the correct part and get the repair completed. Left a voicemail for ******** to come out and complete repair both refused to answer all phone calls or respond to voicemails.
  01/09/23 05:57 PM 
  Customer refused to schedule return with parts then canceled payment with credit card company. Due to the repair taking an extra time because of vendor shipping error. At this time the cancellation fee of $25 for return shipping and travel /diagnostic are due
  02/17/23 04:18 PM - 
  Customer called and said she wasn't paying anything regardless of what we bill her. I asked her why, she said we didn't follow through on the repair. From what I understand, she was irritated with waiting for the parts so instead of waiting for us to get the correct part she called somebody else and then told her CC company to reverse the charges she had paid us. I told her if that is what she didn't pay we would eventually send her to collections. She said "we will see about that" and hung up. Adding customer to do not service list due to bad consumer,in breach of contract. 
  

  Customer response

  03/06/2023

   I am rejecting this response because:
  Mr appliance has taken no responsibility for their short comings in regards to my specific situation.  Against my preferences my mother has paid them the 144$ they have billed - quite honestly they do not deserve a penny for the way they handled themselves in this situation.  You don’t have to worry about placing me on any no service list because I would never request your services again- nor will I ever promote your business.  They should take responsibility for their lack of attention placed while handling the service request and taken complete ownership of not having the proper parts or proper staffing available the three chances that I did give them.  Shame on them.   

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  08/08/2022

  attached

  We have received the complaint filed by one **** ********
  **** contacted our company for service on a refrigerator that wasn't closing properly. At that time, she was informed of our diagnostic travel fee is $109.00. This fee is applied to any repairs and is nonrefundable.
  Our technician arrived at her home and was unable to determine the problem and informed Ms. ******* that we would need to send out our Master technician who has more experience and may be able to determine the issue whereas our Service Professional technician could not. We informed Ms. ******* the office would contact her to schedule this appointment at no additional cost, all of this diagnosis would be done under the original quoted diagnostic cost of $109.00B
  Ms. ******* began screaming, cussing and refusing to pay our technicians stating she wouldn't pay a dime or sign her service acknowledgement until it was fixed. After our technician reexplained that he needed to have our Master technician take a look because this was above his skill experience, she again refused payment and forced him out of her home.
  The office contacted Ms. ******* to Pay her outstanding balance of the original service visit and schedule the second opinion visit with our Master Technician. She refused to make payment or schedule the appointment and said our company was phony and she is calling the better business bureau.
  Realizing that this customer is not reasonable and possibly suffering from a mental disorder, we closed her work order at $0 due and did not schedule a follow up appointment
  No further invoices or service has been sent to Ms. *******.
  

  
  

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/22/21: Dryer runs at least 2 cycles to get clothes dry. Finally stopped working altogether. Timer and heating element ordered (Paid $260 – down payment) 11/4/21: Parts installed (Paid $258.37 remaining for total of $518.37) 12/6/21: Problems again; found the new timer to be defective; ordered new one. 12/13/21: Installed new timer. 12/30/21: Problems again. Told the part instructions were incorrect and they had wired something wrong. Burned out the timer, heating element, and wiring. Parts ordered. 1/7/22 & 1/12/22: Called to check on progress of parts; no return call received. 1/14/22: Called to check again on parts; call was returned. 1/21/22: Replacement parts installed. Same problem. Called again. Sent a technician out; didn’t find anything wrong. Dryer runs about 20 minutes then shuts off & has to cool down before restarting. Timer continues to click. 1/22/22: Called & left message. Didn’t receive call back. 1/28/22: Tech returned. Same problem; ordered timer. 2/4/22: Tech here 3 hours & found a wire that had been placed incorrectly on the timer. After he left, same problem. 2/7/22: Tech to be sent out tomorrow morning at 9:30. 2/8/22: No tech showed up. Called about 4:00 to see why no one showed up and were told that the call had been canceled (no explanation as to why). We asked to speak to the manager. Once again, he/she would not take our call or respond as to what is going on to fix our dryer. 2/10/22: Picked up the dryer; taking it to their shop to work on it and monitor there. 2/18/22: Called to check on the status of our dryer. No call back.. 2/21/22: Called again, Said it seemed to be working in the shop. 2/25/22: Brought the dryer back (with side scratched up). Same problem. Were told there was a note saying we needed our electrical outlet checked. We did; no problems there. 3/2/22: Reported this. Asked for manager & refund. 3/3/22: Still no call back from Mr. Appliance.

  Business response

  03/18/2022

  We were able to get a service profession out right away and we verified the unit is working correctly. At that time the customer seemed satisfied with the outcome.
  

   

  --

  It's a great day at Mr. Appliance!!!

   

*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. ↩