ComplaintsforMr. Appliance of Columbus

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I paid in full a month ago to have my dryer repaired July 24th.. They mailed me the part to me and on August 9th an employee came out and said he fixed it, and it was drying. He never fixed it, and I still don't have a working dryer. They've cancelled appointments 3 times to do the repair. They refuse to give me a receipt. I've given them multiple email accounts and my address asking for it. I asked for my money back today August 19th and they said no. I keep getting the runaround every time I call.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I called Mr. appliance about two months ago to repair a vent in my kitchen the gentleman took 3/4 of the money for the project and the part was to be ordered there was one in stock. Then I got the call that it was on backorder has been on backorder for quite a while. I received a part on Monday night when I came back from being out of town open the box and it was the part to the control panel to the top of the washing machine clearly not my part. today I got a box Open it and it is the filter to the vent that is to be replaced the vent control box. I called the company and the girl said oh because the wrong part was sent to you we had to re-order your part so it won’t be available till the end of May and we schedule you for the end of May. This is unacceptable if you’re just now ordering my part because it was on back order did I receive the top of the washer and I would think that they would expedite this replacement and get the part as soon as possible not three or four weeks coming up I am so displeased with Mr. appliance first of all we give them their money which was over $300 and I have to wait almost 3 to 4 months before I can get the repair done in my home unacceptable. When I asked the young lady who I was talking to I said who is your supervisor may I speak to your supervisor because I did not like like what she said and was told there was no supervisor available and she could not give me her supervisors name. I told her well either she can give me a supervisors name or I’ll go to the office where they are located she asked me if this was a threat I said no it is not a threat but I’m going to talk to a supervisor one way or another and she said to me I cannot guarantee that a supervisor will call you back what kind of company is this? Very very very unhappy with the service. And the fact that my money’s been tied up for months and it’s not been resolved.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had a Mr. Appliance technician come out to my house on 10/6/23 and they provided a quote to replace the compressor in my ****** wine cooler. I paid them $1,201.69 that day for parts and to have repairs done (invoice *******). They were initially supposed to return the following week, but never showed up for the appointment, so I called the office and was informed that parts had not arrived. Since that time I have been given the run around. When I call and actually reach a person, they state that they need to contact Avanti to find out where the parts are and will call me back, but I never receive a call back. If I leave a voicemail, no one ever calls me back. This has been going on for over a month. At this point, I either want repairs done or my money reimbursed.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a heating element for my dishwasher. The transaction date was June 19, 2023. The vendor stopped communicating. To date, they never installed the paid-for element. I have since replaced the entire dishwasher out of frustration, so I no longer need the element. Mr. Appliance is refusing to refund the payment for a part they never delivered or installed.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Reason for contacting: Refrigerator not cooling but freezer still worked Time Line of Events: 6/19/23: $363.09 paid to repair refrigerator; diagnosed as fan & thermostat. Parts ordered 6/23/23: Returned & Installed parts 6/30/23: Returned again because still not working; diagnosed as heating element. Parts ordered 7/10/23: Returned & installed heating element 7/17//23: Called again because still not working 7/28/23: Returned again and diagnosed as compressor. Paid $207.65 for Freon & part ordered Part arrived and sat at house for 3weeks with me calling & leaving messages to get scheduled. No response 9/2/23, 9/5/23 & 9/7/23: texted technician because no on calling me back. He finally got someone to schedule again 9/15/23: Came to house to replace but the compressor was bent when they opened box so had to reorder again 9/29/23: Came to house again to installed but after disconnecting old compressor and making a mess in my house was told it was the wrong one and they would need to order again 10/6/23: Visit was cancelled because the compressor had not arrived. 10/9/23-10/12/23: called daily to let them know compressor was here and no one answered or called me back 10/12/23: Someone finally answered when i called from a phone NOT listed to me and she said they would get me scheduled and call me back. No one ever called back 10/13/23: Compressor came and the order date on the box was 10/12. 10/16/23-10/23/23: calling daily no answer, leave messages no replies, schedule on website no communication, called corporate no answer. I just want my money back so I can buy another refrigerator at this point. This is absolute worst company i have ever dealt with and will never ever use them again. And i will make sure everyone i know does not either.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On July 5, 2023 Mr Appliance came to our house to diagnose a problem with our built in microwave. They said we needed a new Magnetron for our microwave and the part would cost $741.29. We had to pay up front for the part to be ordered and then once the part was in they would come back to fix it. So once the part arrived, the same appliance specialist came back to our home and was unable to get the oven/microwave unit out so he said he could not replace the part. He came back the following week with a second technician to try to get the unit out and they were still unable to replace the part. Therefore, our microwave remains broken. He told us if we cut some of the cabinet out that they then could replace the part but that was never told to us in the original diagnostic appointment. We would never have paid for the part if he would have told us we would have to mess up our cabinets to fix the problem. (We just moved into this house so we are not willing to do demo to fix a microwave). We told Mr. Appliance that we wanted our money back since they had told us they could replace the part easily, but then they were not able to complete the job. We have called over 20 times in the past month trying to get our money back with no success. We keep getting told that everything is on hold until their boss decides, yet this “Boss” (named Dana?) will not return our calls. My husband and I have called and talked to office workers, much of the time getting put on hold forever with no response. We have asked for the direct line of their boss and we got an extension # that we have called that they never answer. We have left numerous voicemails and have never received a call back. We are beyond frustrated and appalled by their unprofessionalism. They obviously do not care about customer satisfaction or being an honest business. They said they could fix our microwave and then were unable to do the job, so we should get our money back and they can keep the part they ordered!

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 7/14/2023, **** * from Mr. Appliance came to diagnose an issue with our fridge, which was leaking from the ice maker box. We temporarily solved the problem by turning off water to the fridge, but wanted to make sure the leak itself was fixed. Around 1:45pm, **** arrived, took out the ice box and looked at the ice tray underneath. I emphasize look, because he did not touch the ice tray. He immediately said, "The ice tray is stuck, so water is dripping past it. You need a new one," put the ice box back in, & started ordering the new ice tray. Between service call that day ($120), new part, & installation, it would be $483. When my husband was available, I showed him the cited issue. He fiddled with the ice tray. It maneuvered back into place automatically. We then waited 30min to ensure the leak was resolved & called Mr Appliance to cancel the service because the ice tray was not actually broken. In fact, the LG website lists a tilted ice tray as a variation of normal & provides troubleshooting info if it gets stuck in a tilted position, like it was. We were told by customer service rep ******** that it was just "our opinion" that the ice machine was now working we'd already agreed to the service, so no refund could be issued. We read the T&C attached with the receipt, & the only nonrefundable part was the new part itself. **** ordered a part we don't need, but I accept that charge (searching for comparables suggests it's $150). We offered to pay for the service call that resulted in an incorrect diagnosis and the part ($270). We were then told by ******** that there is a short in the ice tray, that's a fire hazard, & we still need the tray replaced. This was never mentioned at the service call, not cited on the receipt, & sounds like a false claim to get us to go through with an unnecessary repair. We have been told multiple times that no refund can be issued, though we are now paying for a service we do not need (the ice tray works fine). We desire a $210 refund.

  Business response

  07/27/2023

  Mrs. *****,

  Thank you for expressing your concerns. I’m sorry to hear that you had a negative experience. Please give us a call at ###-###-#### and we would love to complete the repairs if you are interested or offer a solution to make this right.

  Respectfully,
  Mr. Appliance of Columbus

  Customer response

  08/07/2023

  Good afternoon,

  
  

  I was informed this complaint (********) was closed earlier today. I had not yet responded via BBB because I was hoping for a call back from the business (Mr. Appliance). In the resolution message they provided through BBB, they said to call for a resolution. I called multiple times and left messages each time because I could not get through to a representative. I received no calls back from the company to attempt to resolve the issue.

  
  

  I would like to note that I called Mr. Appliance four times prior to filing a complaint with BBB and never had my call unanswered then, even if there was a brief hold. I obviously cannot prove that they’re intentionally not answering or returning my calls, but I have always called during business hours and reaching someone only became a problem after I filed a complaint.

  
  

  Please let me know what the next steps should be on my end. I am at a loss for what to do, since I cannot reach anyone at the company.

  
  

  Thank you,

  ***** *****

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - Visit from Mr Appliance on June 25. Unprofessional employee that was on his phone while speaking with us and "guaranteed" that the part for our washer would be available 7/27 and not on back order as the previous experience (took 4 weeks to complete service) as they had previous account issues with the vendor. He confirmed this with his manager as well. - We were also concerned with the cost of $670 so said no, and he immediately took $170 off off the cost. We decided to move forward taking his word and discount. - Received an email 2 days later stating the part yet agon is on back order and wont be in stock until July 11. - I immediately called and asked for a refund. They stated the receipt says no refunds. I said so you don't tell us before payment that there are no refunds? - Employee said he would initiate a refund request with that team and he would call me back within 2 days. -July 6 I called and requested an update. The manager was very rude and said she will not approve the refund as stated the receipt says no refunds. I asked for refund of the service they didn't provide and she said no and hung up on me.

  Business response

  07/26/2023

  Ms. ******,

  Thank you for expressing your concerns to us regarding the repair of your **** Dryer.
  The technician was using his iPad to locate the part numbers required for your repair and generate an estimated time of arrival. This is so that we can get our customers’ appointments scheduled accordingly. The technician decided to take $170 off the quoted repair cost for your high-end brand appliance as a courtesy, due to your previous experience being unsatisfactory. At the time that the technician was in the home, the manufacturer had the part readily available to order. The supply availability is always subject to change. The order was placed by our parts department, and that was when we were notified that they had just run out of stock. We understand your frustration regarding this matter. Our goal is always to get the customer taken care of in a timely fashion and without needing to set the repair completion date further than initially promised. Sometimes this is unavoidable due to the availability of the part, and I sincerely apologize for that. The manufacturer worked efficiently to obtain the part supply and ship it out as soon as it became readily available. The special-order part was non-returnable, so we are unable to provide a refund per the terms and conditions of this repair. We still would love to come out and get your repairs completed if you are interested. We absolutely want to take care of this matter and get your appliance working again. Thank you for reaching out and giving us the opportunity to make this right.

  Respectfully,

  Mr. Appliance of Columbus

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  June 5 2023 i had them out to fix frig. He tested and ordered 2new sensors. Stuck i. Defrost mode so i have no frig. Scheduled the repair on wens 6/14. Over a week from diagnoises. So today i sent email because my parts hadnt arrived at my house like suppose to. They called and told me the parts not shipped yet,,,on back order. Now suppose to arrive on friday for a june 19 repair. I ask for refund which they refused to give. I ask for supervisor and was told there was no e,,,no higher up to speak to. Will never ever do this again. Now ive been stuck without a frig for 2 weeks. Totally unexceptable

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  PLEASE AVOID THIS COMPANY AT ALL COSTS We hired Mr. Appliance to fix two different commercial refrigerators that weren't keeping temperature down. Every step of the way they seemed to think of the worst choice they could make and went for that: -They on multiple occasions have given us windows of when to expect service or for a part to arrive. These were usually wrong, and filled with incorrect info that the staff seemed confused about despite the urgency of the matter. The staff was also very difficult to get ahold of. -They have been trying to fix our equipment for over two months. We have been promised many solutions, only for them to fail time and time again, and be replaced with a new solution that costs more money. Naturally, like any sensible person we would have then rather gone with a service that was more affordable but since they've already done services they refused to refund us. -I'm not sure how it is legal for them to charge us for services that don't work but despite our numerous complaints they refuse to refund us for their failed services and let us move on. As a company that is in the service industry I would much rather leave a customer happy, especially if I knew we made a mistake. This doesn't seem to be the m.o. for Mr. Appliance who would rather swindle and extract as much money from their victims as possible. At the end of the day, because of the extraordinary costs that Mr. Appliance has thrust upon us, their manipulative practices of locking us into working with them, and their extreme incompetence we've been all worried about keeping our business afloat. Working with I wouldn't wish working with Mr. Appliance on my worst enemy. If you value your own business or your own time, please stay far far way from Mr. Appliance.

*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. ↩