Complaints

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

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  Mr Appliance of North Central Ohio

  49 S. Illinois Ave. Mansfield, OH 44905

• 

  Mr Appliance of North Central Ohio

  Ashland, OH 44805-2832

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:11/24/2024

  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.

  On 09/19/24 a MR Appliance Tech was dispatched to my house for a quote on stove repairs. After about 10 minutes he came up with a Quote of over $3k dollars. I made him itemize what he was quoting and decided I only wanted some of the repairs that he was suggesting done which brought the total to $877.47. We paid the diagnostic fee of $175.00 on 09/19 at the diagnostic appointment and then balance of $766.09 on 09/22 and I was told they would call to schedule my repair appt once the parts were in. I was looing through my email and happened to see that they sent me an email on 09/25/2024 saying they tried to reach me by phone but my phone was no longer in service, they did not leave a voice mail either because they called the wrong number. They had the correct number because I received several texts alerting me to the Tech Diagnostic appt the week prior. I called to schedule the appt and was scheduled for 10/14/24 between 1:15 and 3:15, the Tech never showed and no one called me. I call Mr. Appliance and first was told they didn't see an appt, then was told the Tech was in an accident and couldn't make it (mind you no on called or texted to let me know no one was coming and I took the day off of work which is another $240 out of my pocket), then when trying to reschedule the repair appt I was told that the appt should not have been made because they were still waiting on a part and couldn't schedule me until it was. I called them and emailed them on 10/15/24 and was told the part was scheduled to ship 11/2 but the Tech was only in my area on Mondays which would be 11/4/24, I never received a call or text confirming the appt for 11/4/24 I called again on 10/21/24 to check on my appt and was told the part still had not shipped and they were just waiting on confirmation, no one has ever reached out to me with the status of my parts or otherwise and to date no repairs have been made. They are refusing to make repairs until all the parts are in or refund my pmt.

  Business Response

  Date: 11/06/2024

  This is not our location. We are the mr appliance of Cleveland/akron and elyria . You have the wrong Mr Appliance location. We are all independently owned and operated 

  Business Response

  Date: 11/25/2024

  Mr Appliance ordered the parts the customer wanted us to order. One of the parts was on backorder and so none of the parts ever shipped. All parts are needed for a valid repair, so we had the supplier ship them all at the same time to save on shipping. When the customer called in, she wanted to cancel her repair. We refunded her money down to the diagnostic fee of $175.00 since the parts had not been shipped and cancelled her appointment.

• Initial Complaint

  Date:08/27/2024

  Type:Billing 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.

  I was having an issue with my burner, so I gave this business a call. On Aug 6th they came out to access the issue and order a replacement part. They came out with the part on Aug 12th. When they replaced the item, they chipped the porcelin and said everything was fine. Before they left, I asked to test it and it was sluggish in igniting. The tech told me it would work better with a bit of use after a few days. That was not the case, but I even gave it a bit more time to see if it really just needed to be broken in. I finally called back two days ago, to return visit to address problem, and since I asked about the problem while they were here the last time, I double checked it wouldn't be a charged visit and they said that I shouldn't since it was a return visit for the same problem. Today they came back out, fiddled a little bit, and said it's all good. Then charged $150 for visit, said it's company policy and nothing they could do since it was a service call.

  Business Response

  Date: 08/29/2024

  We have phone recordings and video evidence that her unit was working perfectly. The customer was informed that if our parts had not failed that they would have to pay for us to return to the house. We guarantee our work and our parts for 12 months. If everything is working fine, then the customer is charged for our trip to their home and she was told that on the phone before the appointment. I tried to attach the files but the system doesn't like video or audio.

  Customer Answer

  Date: 09/09/2024

  [[BBB transcription via phone call]]

   

  Consumer stated the burner never worked from the initial visit and install of new part on the 12th until the business came out the second time. The second time the business came out they made some adjustments and then it has been working. Prior to the business coming out the consumer attempted to use the burner multiple times and it would not work. Consumer does not believe she should have to pay for both visits when after the business left the first time the burner was not working. It took the adjustments from the second call for the burner to work. The consumer would have never had to call if it was working correctly after the install on the 12th. 

  Business Response

  Date: 09/09/2024

  We demonstated multiple times to the customer the working unit and we have a video of it working. We even had the customer use the burner and light it multiple times and they agreed it is working. The customer was told on the recorded line that if our repair had failed there would be no charge, if there was no failure or the unit needs additional parts there would be an additional charge. We stand behind our work, but we cannot go to customers homes for free. It costs a lot of money for our office staff, our fuel, tech pay, insurance, vans, etc and the customer needs to pay for the trip to their home. All customers agree to this before a call is booked.

• Initial Complaint

  Date:05/08/2024

  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 April 5th, a technician was called because our dryer was not heating. They sent out a technician, and after a few hours that he was here our dryer was able to get hot again, however upon running the dryer, it made a horrible grinding noise. On April 8th another tech came out. When the technician arrived, he let us know that the original technician majorly messed up and completely damaged the internal workings of our dryer and they needed to order parts. During appointment number 3 on April 10th the technician did not have the proper hardware needed to put in the new motor that was needed for our dryer. He left for about an hour and a half returned and tried to reassemble the dryer however, it sounded worse than it did the first time around and he told us we couldn’t use it until they returned. April 26th appt. number 4 a different technician came back with the first technician who damaged our dryer. At the end of that appointment they let us know that they needed to take parts of our dryer to work on and needed to come back. We spoke with the owner, and the owner said this was a very big headache to him and already cost him more money than it was worth. He wasn’t willing to replace our dryer and said he would settle by refunding us our original service fee that we paid to get the heating element fixed of $300. May 1 The technician came back put the dryer back together and had us test it and everything sounded fine. After putting clothes in, it immediately started grinding noise. When we called to speak to the owner again, we were told “we issued a refund we will no longer be working with you. If you need to go buy a dryer that’s on you. “ Prior to calling out this company we did not need to buy a new dryer. However, upon fixing our original issue, they created over $1000 worth of damage and now we are forced to buy a new dryer.

  Business Response

  Date: 05/09/2024

  Our technician made a mistake inside your dryer and he was fired over the issue. We repaired your dryer and refunded all the money you paid. You stated if we refunded you, you would purchase a new dryer and use us in the future. Not sure what else we could have done.

  Customer Answer

  Date: 05/10/2024

   I am rejecting this response because:
  
  We never asked for anyone to get fired. We understand that learning and mistakes happen, but we are at loss because of a company, not stepping up and doing right by a customer. We told the owner that we lost confidence in their ability to repair the dryer after their multiple attempts failed. We stated that the only course of action was for the company to replace our dryer. The owner stated he would not be doing that and said that their technician ***** knew exactly what to do to fix it and he assured us that it would be repaired. We mutually agreed that to restore confidence in his business he would refund the $300 and repair the dryer. The dryer was not repaired, but the money was refunded. The agreement was based on the dryer being fixed. This refund was the least the company could do as they wasted five days of our time, multiple hours off of work, and totaled our dryer. Never was it stated that the refund was to be used for a new dryer. we would never have agreed to that because even the depreciated value of our dryer does not match that amount. It is a very low amount And the money was meant to compensate us for The mess they created and having faith back in the company that they were going to do right by us. The owner is being dishonest in his reply.
  Plus, if the refund given was “meant to buy a new dryer”, then why would we allow the technicians to return after the refund was already agreed upon? To fix the dryer! As promised would happen. That’s why.  If the refund was meant to buy a new dryer, then technicians would not be sent to our house after the agreement, because nothing would need to be fixed if it was going to be replaced. 

  
  

  Business Response

  Date: 05/15/2024

  100% of the money they paid was refunded and their unit was repaired. They were not happy with the repair, even though they verified it was working properly. They just want a free dryer now and since we refunded them, they are free to go purchase one. 

  Customer Answer

  Date: 05/16/2024

   I am rejecting this response because:
  
  The owner is not being truthful. I do not want a Free dryer I want my dryer repaired. In fact the dryer was never repaired. While the technician was here, they ran the dryer and required sign a tablet saying it ran. Which I will say that it did. Once we loaded clothes into the dryer the grinding started immediately. Please see attached my dryer is not repaired And if the technician allowed us to put clothes inside the dryer before leaving, then we would’ve seen that it wasn’t repaired while they were still here. The video is from May1st at 9:00 the save day they were here to fix it. I have much longer videos I just cannot upload do to the size restrictions here. 
  

• Initial Complaint

  Date:11/30/2022

  Type:Product 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.

  Made an online appt to have a Samsung Refrigerator checked out as it was not freezing the food in freezer. Received an email confirmation with date, service and fee listed. ( Fee was listed as a straight $99.00 Diagnostic fee, not variable, not beginning at that cost). Received a call to move appt up a day, and details were given, fee mentioned was $135, but thought that couldn't be correct ( figured the appt person just didn't know). When service rep (James) came and charged $135, I asked why it was hiked up from written confirmation. He did not know. I called office and Melanie said "Oh we charge more for Samsung". Why was that not noted on confirmation (where Samsung was listed) or on website that the diagnostic fee is "variable or starts at, or changed with brands"?? I sent her a copy of the confirmation - she said she did not know what kind of confirmation we get from online scheduling, and offered to "get back to me". After a couple days,( no reply back to me) I called again and she said that she got my email, they were very busy, but the fee is still $135 for Samsung, and will not be issuing a refund of the $36 overage. I find this to be sneaky, underhanded and fraudulent. I am only asking for the $36 refund, and not the full fee for a 10 minute diagnostic appointment. The refrigerator is located in my 2nd home (rented out) across the street. I paid the full amount as I did not want the service rep to get "in trouble", as he stated that would happen if I didn't pay in full ( I was going to only pay $99.00)

  Business Response

  Date: 12/13/2022

  I apologize for the initial confusion when requesting an appointment through a third party system. Based on the information provided and the phone conversation with our personal staff, the customer was made aware of the discrepency in the diagnostic fee that was quoted.  It was also agreed to on a recorded line when we let the customer know about the diagnostic fee costs.  The customer was made aware of the accurate information and had agreed to this, therefore we scheduled the appointment for diagnostics and diagnosed the unit. I apologize again for the initial confusion. Im glad our personal staff was able to provide the customer with the accurate information before the appointment. We will follow up with our third party scheduling company about the wording for the diagnostic fee so that we will hopefully avoid this confusion in the future. Thank you for bringing this to our attention. 

• Initial Complaint

  Date:06/27/2022

  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.

  Mr. Appliance came to service my drier through my warranty company in March. The tech seemed to have fixed my my drier till June and it got loud and I had to pay for a second service call since it had been more than 30 days. The tech came Friday and said the tech in March had put my drier together incorrectly. When I called to see how they were going to handle repaying my $100 for the service call she asked if my drier had been fixed. I said yes it’s working. She said well then we did our job what’s the problem. I said You fixed a problem your tech in March created. She said well you never paid us a dime you paid your warranty company and we did our job. I said well my warranty company also paid you for again fixing a problem your tech created and that’s fraud. She said well we are a small business and again we did our job. I said your a small business taking advantage of people and committing fraud, so your not willing to make this right with me, because I’ve paid $200 in total to have my dried fixed and I shouldn't be response for the last service call. She said no and I said I would move forward filing a complaint with my warranty company and BBB and hung up. This is not a proper way to do business. The tech on Friday also told me the tech that had messed my drier up was let go of by the company. ***** was the tech that came Friday Ryan was the tech that came in March I have contacted American Home Shield in regards to this matter and waiting for the complaint department to call me back. Thank you for your time in consideration in helping with this matter

  Business Response

  Date: 07/08/2022

  Hello,

  We have never collected any money from this customer for any service. She has a home warranty company that asked us to diagnose her unit. We repaired her unit, without charging her anything. Her contract and payments are with them, not us. We are not aware of her contract stipulation or guidelines with her warranty. That would be between them and her.  Her home warranty company is very happy with our services. 

   

  Please disregard this review as this is a reflection of her contract with her warranty company.