ComplaintsforMr. Appliance of Central New Jersey

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has been going on for almost 6 weeks with Mr. *********************** Worst customer service experience of my life. No accountability, genuine concerns about ability/knowledge about the space they occupy.****** was broken first week of August. They came out to inspect on approx 8/11. Said they needed to order a part to fix and needed to collect payment on spot to move forward (to my wife who was home to let them in). Cost of initial visit + part $650 dollars.Come back 1.5 weeks later to fix. This does not fix the fridge. Hundreds of groceries thrown away as fridge not fixed as promised. The company then goes unresponsive, does not return calls and after several attempts, sends another person out to inspect/fix. Requires not one ** but TWO other parts to fix and another $80 dollars.Again, this also does not fix the fridge. Hundreds of dollars of groceries thrown out AGAIN and a new mini fridge worth $250 purchased as we are now without fridge for almost a full month.Company then goes MIA * call on a Friday morning.. do not get a call back. Follow up on Weds of following week.. and said they are sending a technician out btwn ***** on Friday. I receive a call at 2pm on Friday (2 hours after he was supposed to be there) saying technician cannot make it. I ask for a refund (again) and a call back. Neither occur.Again, zero call back or update. I need to proactively call again this morning * now Wednesday * as we have now ordered a new fridge at this point as its been 6 weeks without a working fridge and ~$1500 dollars in cost btwn Mr. ********************** / mini fridge / wasted groceries * telling them (again) that we would like a refund and they are welcome to come collect their parts as the old fridge is being thrown away and nobody has responded to me or called me back.They said the would call me back later this morning but cannot issue refund without technician seeing ****** for a 4th time. Have not received a call back.

  Business response

  10/30/2023

  In response to ***************  We have customer called  multiple times.
  and have called tech support on the matter. The repair was up and
  running initially. Customer has since purchased a new unit. and though
  away the old.

  Customer response

  10/30/2023

  
  Complaint: 20663149
  
  I am rejecting this response because their statement is factually inaccurate.

  I proactively had to reach out on multiple occasions (there were zero incoming / proactive calls from the company with updates).

  After being ignored for several weeks I informed the company (proactively of course) that if the unit wasnt going to be fixed we want a refund as we need a working fridge and were going on 6-7 weeks without one and we were unable to get a response from the company.

  When I asked for a refund they told me they would send out a technician (finally) who ended up canceling. I called them that same day (Friday) as well as Monday to tell them if we didnt have a technician there by Tuesday we would be ordering a new fridge and demanding a refund.

  We never heard back from the company (again - this was the case every single time we called after the first visit when we gave them $700 dollars). On Wednesday I proactively called them again and told them we ordered a new fridge it was coming that afternoon and if they wanted to take their parts back (that did not fix the fridge as promised) they would need to do so by noon.

  Of course, we never heard back from the company. They are fraudulent, their business is a scam and they are hooking clients with large costs upfront and then ignoring future calls when their fixes do not work.

  
  Regards,
  
  *************************

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In September my AVALON beverage cooler stopped cooling. The company recommended I call Mr.********************** for service and gave me the following number ************. Contact was made and they arrived on September 16,2022. The service tec **** was advised that the cooler was a two zone cooler with each side independent of the other. **** determined that the circuit board was bad and ordered a new one, he advised me the cost would be $530.00 and requested a deposit of $300.00 I gave **** a check for the deposit.On October 12 2022 **** returned and replaced the circuit board. It should be noted that **** was on his phone the entire time he was working on my cooler. **** stated that the cooler was now running and the job was complete. I gave **** a check for the balance owed $273.64.The next day I checked the cooler and only the left side was cooling. I immediately called Mr. ********************** and advised them the repair was not complete and **** would have to return. They advised me that I would have to pay another show up fee of $175.00. They refused to come back if I did not agree to this. A stop payment was placed on the final payment and they were advised that they would not be paid until the job was complete and the unit was working.At this point I do not know if a wrong part was ordered or if it was not properly installed by **** while he was on the phone. Numerus calls to franchise headquarters have gone unanswered

*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. ↩