Customer ReviewsforMr. Appliance

I contacted this business to repair my refrigerator’s ice dispenser. The cost for someone to come by and diagnose the problem was $120 … a bit high, but that fee would be bundled into the repair cost should I wish to proceed. So, okay. Wow! The quote was almost double what I paid for the entire refrigerator … for fixing the ice dispenser! However, the $120 diagnosis fee, as I’m sure was intended, acted as a barrier to pursue alternate, more reasonable quotes. The cost for the parts alone was some $480. After the fact, I got individual pricing for each of these parts — the exact part numbers, not clones — and discovered I could have purchased these myself for less than $130. This is me, as an individual, and not a business purchasing parts in volume. The up-charge over this already retail pricing quoted to me was $350, or 269%. Oh … it took 3 attempts and almost 3 weeks to get the repair right. If you object to this type of profiteering on needed parts, steer clear of this business….

For the delay in getting the repair done as efficiently and timely as we should have, I apologize. We strive to repair customers appliances in a much more effective manner. To your points about pricing, you are incorrect, compared to a local retailer pricing of $303.34. Online pricing can vary and does not always represent valid, current or manufacturer original parts. You were given the quote in your home and approved the repair. You then contacted our office to clarify the break down on parts and labor, you continued with repair. When the parts arrived, and we came to your home you clarified for a third time the pricing and again went forward with the repair. At no point were you forced into proceeding with the repair. After the fact, you stated that if I gave you some sort of refund or discount you would not share what you viewed as profiteering. We are not the cheapest service company. We do our best to provide for our employees, a living wage, healthcare, retirement and many other benefits. We try to use the best vendors, maintain our company vehicles, pay taxes and all business essential insurances...7 different insurances by the way. While paying for marketing, fuel, training, on going education and charitable contributions. If you do not see the value in what we do then I wish you the best.

Even if “local retailer pricing” for these parts is $303.34, that means the mark-up is still an exorbitant 58%. However, a part number is a part number is a part number; it doesn’t matter where it comes from, it’s still a valid and original manufacturer’s part, and I could have bought those parts for $130 myself. A $120 fee to just show up is a pretty huge barrier to a customer for getting alternate quotes. So, yea, a customer is pretty much forced to proceed with the repair. I have admitted that I was stupid to use your service to begin with. I should have known that such a high entry fee would allow a company to easily take advantage of a customer. I did not receive the specific part numbers until after I had paid your bill in full, so did not know how truly I had been bilked until then. Are you really suggesting that I should have dispensed with your services after each of the two failed repairs and contracted with someone else? After having paid you in full? After the fact, I received a survey and completed it honestly. You then called me to follow up on the negative response. At that time, my ice dispenser had operated just long enough for my check to clear the bank, then went kaput. You said you’d follow up with me again to discuss after your tech came back out and my ice dispenser was fully functioning. Then crickets. So, yes, I texted you that I would share my story publicly if you would not discuss my grievances. What other recourse did I have? I would have appreciated knowing before what I know now about a company with a 2 out of 5 star BBB rating….