Complaints

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

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  Mr. Appliance

  9841 York Alpha Rd North Royalton, OH 44133

• 

  Mr. Appliance

  5539 Ridge Rd Parma, OH 44129-2371

• 

  Mr. Appliance

  4734 Spring Road Seven Hills, OH 44131

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:11/29/2024

  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.

  Mr. Appliance came out to my home to fix my washing machine. I knew that I would need to pay $119.00 service fee if I did not have them fix my washer. I was not at home at the time but my son was there. They charged us $705.29 even though they were unable to repair it that day because they had to order the parts. When I called Mr. Appliance to cancel the repair, the advised me that I would have to pay $70.00 for a restocking fee on the parts that they ordered even though they hadn't even been shipped yet. If this is a reputable business, why would they even advise to pay that much to repair something when you can buy a brand new one for the same amount of money. I will gladly pay the $119.00 service fee but I want the other money refunded.

  Business Response

  Date: 12/02/2024

  Technician went to home to diagnose unit . The person at the home was given a quote for the repair and agreed to the repair . They signed the receipt and the waiver . Parts are order immediately from the home and were already processed and could not be cancelled . Customer called in after the repair was accepted , payment was made and parts were ordered saying it was their son that approved the repair . We can not control the price of a new appliance . We can only quote what repairs are needed . Attached is the signed receipt for the repair and waiver that was signed 

• Initial Complaint

  Date:09/15/2023

  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.

  We called Mr. Appliance to repair our LG refrigerator, knowing exactly what was wrong with it. We had another company out who diagnosed the issue prior, but the repair was two weeks out. There are limited companies that work on LGs, unfortunately. When I called I told them exactly what was wrong, explained that another company had diagnosed the problem and asked for a quote. They would not provide a quote over the phone. When the service technician Anthony came out, he plugged in the refrigerator and nothing else. Then proceeded to tell me what I already knew. He provided a verbal quote that could have been handled over the phone. The quote to repair the unit was so ridiculously high--nearly $1,900--that there is no way we would complete the repair. I asked him to please send to me a detailed quote. Anthony emailed it later that evening. On the quote it states that a "ping pong rattle" was heard upon plugging it in. There was no mention of this while he was there nor was it heard. My point is that I did not call for a diagnosis as I already had that. I wanted a repair. I would like the "diagnostic charge" to be refunded. Since we already knew the issue, they could have easily provided this repair quote as he did in person without even looking anything up--price of parts, etc. He did not need to come to my house to take my money, knowing no one would pay this much for a repair of an eight year old refrigerator when you can buy a new one for this amount.

  Business Response

  Date: 09/17/2023

  Unfortunately its our policy as well as most service companies to not take another company's diagnostic due to the fact the maybe incorrect , more parts are needed or some parts as is the case here are covered under warranty . We did advise you before we came we could not accept their diagnostic and quoted for us to come to your home which you accepted . By using an authorized company like us we can advise that there are additional parts besides the compressor to update your system so you have no future problems . We did advise the cost of the repair was cheaper if you could supply the purchase receipt. 

  Customer Answer

  Date: 09/19/2023

  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.

  The reason that I was not provided a quote over the phone, according to whom I spoke, was that they are not the service person, not that you cannot accept another company’s diagnostics. However, that does not change the fact that no diagnostics were performed. Anthony simply plugged the refrigerator in. He did not take out any tools, etc. He then proceeded to provide the nearly $1,900 quote for what we already knew was the issue. At no time was there any mention of anything being under warranty until this response, nor is it reflected on the written quote. I requested to Anthony before he left that I would like a detailed quote with a breakdown of parts and labor charges, but I did not get that.  Honestly, we thought the repair would be less than the cost of a new refrigerator and the “diagnostic” fee would be put toward the repair. A $500 “discount” for providing the original receipt seems more like an upcharge for those who cannot produce one. What is the justification for that? For the record, we do have ours. An estimate based on the information that we had could have been provided over the phone with a disclosure that it may not be accurate as you do “…not take another company's diagnostic…” I believe your business practices are shady and misleading. 
  
  Regards,
  
  **** *****
  
  
  
  
   

  Business Response

  Date: 09/19/2023

  There is no upcharge . that is what you would pay if you can not supply a receipt . Lg will not cover any warranty repairs with out it . We do not make that decision . Also you state no where were you told this but it is literally on the invoice you attached to your complaint.  I will copy and paste what it say below since you already attached the invoice . " Anthony Client states unit not cooling, went from cold to hot within 12 hours. This is a good indicator of a failed and insufficient compressor. Pulled unit out, immediately hear the compressor with a ping pong ball rattle. This is a sign of a failed motor pump within the compressor. The unit will require a sealed system repair. This will consist of the updated 1706 compressor, condenser coil, filter drier, process stub, fresh food evaporator. Quoted client $1,898.07 for cost of repair. Client has purchase receipt, cost of repair under warranty after 6 years from purchase with compressor only covered is $1,376.26 for cost of repair. Client will discuss repair, contact office."

  Customer Answer

  Date: 09/21/2023

  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.

  
  Apparently, we have and are still having miscommunication. I read every word on the invoice that I uploaded. As I wrote in the last response, I was not told about anything being under warranty. The refrigerator was purchased in 2015 and is eight years old, so forgive my confusion. I feel as though we are talking in circles. Anthony verbally told me when he was at my house that it was NOT under warranty, but if I could produce the original receipt I would save $500. Understandably, I interpreted this as an upcharge. In addition, the request for a detailed quote is unfulfilled. And to reiterate, the diagnostic consisted of plugging in the refrigerator. No noises were heard nor was there mention of the “ping pong rattle.” I unplugged and plugged it in myself several times. For items under warranty—or not—there should be a better breakdown of what is covered and/or what is not very specifically. 
  
  Regards,
  
  **** *****
  
  
  
  
   

  Business Response

  Date: 09/27/2023

  Our technicians are factory trained and do there job well . We were able to diagnose the unit to determine exactly what was wrong with it . This cannot be done over the phone as you call into a call center to schedule appointments and we need to verify the issue. According  to the technician to produced the receipt that he advised you help cover under warranty. I am sorry if you did not understand what was discussed in the home. Also we give an exact quote before any work is done. That quote includes part, labor and all cost associated with doing in home repair. as well as freon and consumables to perform a sealed system repair. I would be more than glad to go over the cost and what the job entails.  The receipt that you received shows that this was discussed . I apologize if it was not clear . Our company has followed all service guidlines set by the State of Ohio , The BBB and Lg 

  Customer Answer

  Date: 09/28/2023

  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.

  I feel I am a reasonably intelligent human and do not appreciate the derogatory response. We can continue to go back and forth with no resolution if this is what the anonymous Mr. Appliance representative prefers. I do not accept the response. It is clear that they are refusing to provide a refund. The facts remain:
  --Diagnosis consisted of plugging in the refrigerator, nothing else.
  --I requested, but did not receive an itemized breakdown of costs for the repair—parts, labor, warranty coverage, etc. separately—an itemized breakdown, not total.
  --Had there been a general idea of repair cost prior to the appt, we would not have gone through with the appt. This is how they make their money. 
  
  Regards,
  
  **** *****
  
  
  
  
   

• Initial Complaint

  Date:07/19/2023

  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.

  June 7,2023 I. I called Mr Appliance to fix my refrigerator which was freezing all items in the lower part they requested $469 which I gave them on my credit card. Now after 6 visits they could not fix it and when I asked for a refund they said all they’d give me was $269 and I’d have to give them my refrigerator. I said no to giving them my refrigerator and they said no refund. I still do not have a refrigerator and it’s been 7 weeks.

  Business Response

  Date: 07/19/2023

  We have returned to home myktiple times and also involved the manufacturer tech line. Customers original complaint was unit was freezing everything in fresh food section.  That complaint was repaired and customer called a week later and said it was freezing milk only.  We returned 4 times and found the unit temperature was working per manufacturer specs verified by manufacturer tech line. We offered to return next week and put a data logger in unit to record temperatures as well. We have not found any issues and has been reapired per manufacturer specs. We offered customer a partial refund and we would take the refrigerator once she bought a new one. Customer agreed when tech was in home and then refused . We will due 1 off 2 things since unit has been working per manufacturer specs. 

  1 we will put a data logger to take temperature in unit for 1 week to see if there is any changes in temperature 

  2 we will give a parial refund of labor when customer provides a receipt that they have purchase a new refrigerator to replace the one not working as she stated she was going to do . 

   

• Initial Complaint

  Date:07/09/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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 7/7/22 we contacted several appliance repair companies about our oven that has an issue. we decided to go with Mr. Appliance. During the initial call we explained in detail the issue with our oven and they said they would have a technician come the next day on 7/8/22. The technician arrived and asked about the issue. We explained the exact same issue we did over the phone. The technician responded saying that he is unable to properly diagnose this issue without an oven cart and would need to come back with one on 7/13/22. He informed us that the callout fee for 7/8/22 was $128.22 and that to bring the oven cart to diagnose would be a total of $329.40 in labor, excluding any parts needed to fix the oven. This was a shock and severe disappointment and a scam to which we paid $128.22 for no diagnosis. We called the main office to explain how we got charged for informing them the exact same issue we explained on the phone and were beyond surprised to have to pay for a technician to tell the exact same issue too... only to be told this issue cannot be diagnosed without this oven cart. The main office informed us that not all technicians carry a cart. The main office knew of the exact issue reported and could have sent a technician with a cart, and even explained the additional charge to use an oven cart (even though the issue was explained in detail, a proper quote should have been given). We are disgusted that a company could behave and operate like this. This was a complete scam to steal money from a customer without providing any service.

  Business Response

  Date: 07/11/2022

  We have reached out to customer to try to resolve issue . The unit was partially diagnosed but They have a wall oven that needs additional diagnostics to confirm and will need to be removed from cabinet . We understand the customer is upset that there is an extra charge for this . Most companies will charge an extra fee if this is needed . It is not needed on most and the people that answer the phones , Like at most companies are not technicians . We are waiting for the customer to return our call so we can take care of them . the customer was quoted before any work was done and the additional work was declined by customer . We will be more than glad to offer the customer a one time courtesy for the cart needed to diagnose the unit for them . The customer called in on Friday and was informed they would get a return call today which was done . We can quote for the repair that may be needed per technician notes and if customer approves bring parts with us if customer would like . 

  Customer Answer

  Date: 07/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  company has contacted us as will refund as for dropping the complaint. We are happy with that resolution   Thanks 
  
  Regards,
  
  **** ******