ComplaintsforMr. Appliance of Rochester

• Initial Complaint

  09/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  July 4th weekend I called due to our ** freezer not working. Scheduled an appointment for July 11th, which was a no call and.no show. Called back and was informed by a very rude lady that the appointment was never entered by the customer service representative. And there was nothing they could do to get someone out any sooner than the following week. The 18th of july came.and HVAC repairperson Y came out and our compresser was shot. We found the receipt (fridge is only 4 years old), sent it over 2 days later and no response. Called yet again to be told they never got the receipt and thus never ordered parts. Sent a 2nd time. Got a phone call wanting 1/2 payment of parts and labor. Informed caller that I'm not paying for the parts, they're under warranty. Paid the 1/2 labor. Parts were finally ordered. The very next day I get a phone call asking for, hold on.... 1/2 parts and labor so they can order the part. Got they're owner on the phone. Cleared up that issue and was told the parts were ordered and appointment set for August 18th. Mr Y came and installed new compressor on or about the 8th of August. We were told we're all good, payed the 2nd 1/2 of the labor and the next day no ice and everything thawed. Called again and they knew i would be calling, after they talked to the tech Y told them there was issues and more needed to be done (which we didnt know anything about as were told we were all good.) They jumped hoops to get tech Y out yo the house again by scheduling for the 22nd of Aug. And the next day, another phone call to collect more money. I refused to pay, as I was told by the owner that the warranty covered the repair. mr. Y. came back out on the 22nd and repairs we're made and here it is the l0th of sept and our freezer is not working again.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mr Appliance came to our house on January 20, 2023 to diagnose a broken ** refrigerator. We were charged the diagnostic fee and were told that fee would come off the total repair fee if we decided to use them to fix the refrigerator. They told us to call ** to see if the compressor would be covered. It was. ** sent a letter of authorization on 1/20/23 to order the new compressor to Mr Appliance. After speaking to Mr Appliance, they stated they never received the letter. I called again Tuesday, January 24, 2023 and had ANOTHER letter sent from ** to Mr Appliance because they stated they never received it. Since then, we have left several emails and calls to Mr Appliance to find out what is going on and have not received any call backs or emails back. ** has also tried to reach them on 2/6/23 and also did not get thru. At this point, we have ordered a new fridge as it has been over 2 weeks without a refrigerator or any kind of response from Mr. Appliance. I want my diagnostic fee back since they are not willing to work with us to fix the fridge. The level of customer service is disgusting. I have attached the original receipt provided by Mr. Appliance.

  Business response

  02/08/2023

  Good afternoon, We were called by the customer to diagnose the a 4 year old refrigerator.  Our technician determined that the unit would need a new compressor as there was a problem with the sealed system.  The customer paid for the nonrefundable diagnosis as agreed. The customer has a warranty with ** that should cover at least the part, which our technician explained to them.  It is the customer's responsibility to understand their warranty and to provide the necessary approval numbers from ** for us to move forward.   this was all explained.  We do not have the resources to research individual customer warranties, nor will ** provide warranty information for specific customers to us. If we receive the necessary authorization from the customer, or from ** on behalf of the customer, we will be happy to order the parts and complete the repair.  This was all explained to  Mr. *****.   

  Customer response

  02/08/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Regards,  ******** *****  This was explained to us. I contacted ** right after the technician left, and ** sent a letter of authorization to Mr Appliance on that day, January 20, 2023 and then another one on Tuesday, January 24 (because I was not receiving any calls back from Mr. Appliance) to order the compressor. ** even tried to contact Mr Appliance directly on Monday February 6 to find out why they haven't returned any calls and to make sure they weren't ordering the part to keep for themselves since they were not fixing the fridge.  I spoke with someone 3 times from Mr Appliance, each time they said they would  call me back to let me know if the letter was received. I never received ANY calls or responses to my emails. I called several times, as did my husband, and we left a few emails. NO RESPONSE! When I spoke to **, they were going to charge me ANOTHER diagnostic fee. At this point, since it has been 3 weeks and we have not received any calls or emails, we ordered a new fridge. I want the diagnostic fee back since we are going to have to go elsewhere to get it diagnosed yet again. The lack of customer service and response is disgusting!

• Initial Complaint

  01/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  The day of the transaction was around May 3, 2022. I bought from this store a refrigerator and a stove. The personal that brought my items broke my floor. Since then, I been trying for them to fix my floor or at lease work something else for me. I been calling them and trying to get everything done because I do not have time for this. Like 2 weeks ago the owner told me to look for someone to fix it and that he will pay for it. I found the contractor and he did an estimate. The estimate was around $2000.00. I personal when to the store and gave him the estimate and he told me that my floor was cheap and that he does not going to pay more than 500.00 to fix it. I told him to get someone else and to send it to my house for another estimate. He told me to give him one week. One week and 3 days pass already, and this person has not contact me. I been waiting for this for 8 month my floor is getting worse. I just bought this house. It is not fair for me. Today I am not waiting more I need this person to accept the estimate I gave him and to pay me in order for me to fix my floor.

*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. ↩