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

  404 Roy Martin Rd Unit 50 Gray, TN 37615-2249

  
• 

  Mr. Appliance

  144 Old Gray Station Rd STE 100 Gray, TN 37615-3592

  

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:03/27/2025

  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.

  Dishwasher stop no power. Guy came said it was a control board out put old one back in and the dishwasher was working. Came with a new control board, he noticed it was working! Spoke to the owner she stated that’s way it was and they are basically not responsible for anything! I didn’t want the new board, when I called when the dishwasher was working before the new panel was installed and they would not give me a refund. This has been more than enough and said well sometimes they will eventually go out so suggested to go ahead and replace. He left and it was not working, no power! Came back a week later because you have to get in the queue and brought someone else with him they totally took the door pieces all over the floor off so now the buttons don’t work on the panel. Now stating need another board, no way can buy a brand new one for what I’ve put into this one.

  

  Business Response

  Date: 03/27/2025

  We understand how frustrating it can be to experience further issues with your unit, and we appreciate the opportunity to assist you.
  As discussed during your initial service request on 3/3/25, we reviewed our policies, including the non-refundable nature of repairs once parts are ordered. However, we do guarantee our repair work for one year. During the technician’s visit on 3/12/25, the control board was diagnosed as non-responsive, with an indicator light signaling a software error. The technician attempted to reset the unit, but the issue persisted. You were provided with a quote for the replacement of the configured service machine control board, which you approved, and the part was ordered and installed on 3/21/25. At that time, the unit was tested and confirmed to be working properly. On 3/24/25, you contacted us again to report that the unit had stopped working entirely. Our technician returned on 3/27/25 and found that the configured UI board had also failed. While we cannot determine the exact cause—whether due to a power surge, outage, or part failure—our approach is always to address the identified failure first rather than preemptively replacing all potential components. We do stand behind our repairs with a one-year warranty, but this applies to the specific repair performed and not to the entire unit  We understand this may be frustrating and want to work with you to find the best solution moving forward. Please let us know how you would like to proceed, and we would be happy to discuss. The additional charge was to be for the part only with no additional labor. 
  
  
  

  Customer Answer

  Date: 03/28/2025

  
  Complaint: 23123732
  
  I am rejecting this response because I still do not agree with the request for the refund when the part was not necessary. This will not get resolved. I believe what I believe and you believe what you do. Sad business practices. 
  
  Sincerely,
  
  **** *** *****

  

  Business Response

  Date: 03/28/2025

  This is why we take great care in explaining our policies upfront - ensuring that every customer is fully aware that once parts are ordered, the repair is non-refundable. During the initial visit, the technician identified a clear failure with the machine control board. While the issue may have appeared to be intermittent, the part failure was verified and addressed accordingly. These are unfortunate circumstances, but we just can't guarantee the entire unit against additional component failures. 

• Initial Complaint

  Date:07/14/2024

  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 May 14th, 2024 Mr. Appliance sent a technician to our residence in response to us requesting them to take a look at our washing machine, which was making loud scraping sounds during the agitation phase of its washing cycle. The technician incorrectly diagnosed the issue without taking the time to let the machine go through its whole cycle. The problem was not actually experienced by the technician. The technician did not take the time to properly inspect the machine to see if there was any oil leakage or plastic shaving in or under the machine that would have pointed to a proper diagnosis. Instead she wrongly diagnosed the issue to be a defective agitator. We approved the diagnosis as we trusted the tech at the time, and the repair was performed. Once the repair was completed, the first time the machine was used it still made the exact same noise which we documented on video. During a call back I was told we would not be reimbursed any money but that the technician would come back to our residence to take another look at the machine free of charge. On July 8th, the technician returned. She again did not take the time to let the machine perform its cycles and did again not experience the scraping sound during the agitation cycle. I noticed that she had fast forwarded the machine to drain and spin as soon as it had filled up with water, and I told her she would therefor not hear the sound because it only happened during agitation. This concern was ignored. The machine was opened up from the bottom this time and oil leaks and plastic shavings were found. A new repair was determined. We were told we would only be charged for parts. The new diagnosis was: "Recommend to replace motor gear casing. Found that oil is leaking out from gear casing. This is resulting in the clutch and belt to slip. The noise is coming from loose or worn bearings in the gear casing. SP" The estimated cost for this additional repair was to be $271.84.

  

  Business Response

  Date: 07/15/2024

  The customer had contacted our office on 05/10/24. We advised the customer on the initial call that we send our technician to their home, the technician will diagnose the issue and provide an exact quote. If they decide they do not want to do the repairs they would be responsible for the service call fee of $129. If they decide to do the repairs they would be responsible for the parts and labor as quoted by the technician. Once parts are ordered the repair is non-refundable but we do guarantee that repair for one full year. The customer agreed, and the service call was scheduled for 05/14/24. The technician found that the during the wash cycle that the unit is producing a loud noise. The technician found the agitator is worn resulting in restriction of agitation. The technician recommended replacing the agitator base, washer, nut hub, and auger. The technician returned and installed those parts on 05/21/24. At that point in time the technician ran the unit in a normal wash cycle and then drain and spin. Unit tested okay. The customer contacted our office on 05/28/24 and stated that the repair didn’t fix the issue. We offered to set up a return call as we do warranty our repairs for one year. However, the customer declined and stated that he wanted his money back. He then said he would speak with his wife and get back to us. The customer did call us back a few weeks later and scheduled a return visit for 07/08/24. The technician checked the unit and found oil is leaking from the gear casing causing the clutch and belt to slip. It was determined that the bearings in the gear casing are worn and the unit would need a new platform bearing retainer and fasteners. The customer was quoted for parts only as we would not charge any additional labor. The customer declined to move forward with continuing repairs. While we do guarantee our repairs for one year, we do not guarantee the entire unit against additional parts failures as with time, wear and tear parts will break or completely fail to work any longer. It's not uncommon to have additional failures but it is something we can repair. 

  

  Business Response

  Date: 07/19/2024

  From reviewing the phone conversations and going over this with the technician it was determined that when the customer contacted us on 5/10/24 they stated that the washer was making a sound when agitating. This was the noise that the technician investigated on 5/14/24 and determined that the unit needed the wash plate and agitator. When the customer called us back it was five weeks between that phone call and the second service call on 7/8/24. When the technician arrived they were advised by the customer that the unit was making a noise while in the spin cycle. So this was a separate issue and the technician tried to explain this to the customer. The technician found the oil was leaking from the gear casing resulting in the clutch and belt slipping. The noise was from the loose or worn bearings in the gear casing. The technician quoted for the parts only, and no additional labor even though this repair does take a little more time. However the customer declined to continue with repairs. While we understand this is frustrating, these are two separate issues and weren’t identified to the technician on the initial service call. While we do guarantee our repair for one year we just can’t guarantee that the unit will not have additional part failures. With additional use there’s wear and tear on the unit and parts will fail. 

  Customer Answer

  Date: 07/19/2024

  
  Complaint: 21987957
  
  A classic case of the consumer is left holding the bag. To sum up our experience- Mr. Appliance does not properly diagnose the issue because the time was not taken to properly investigate. Expensive repair is made. Consumer pays bill right away. Issue is not fixed. Consumer calls company back the day of the service to inform that the exact issue persists. Bad timing means scheduling doesn't allow for a follow up visit for a month. When technician is able to return, the problem is properly diagnosed because the time is taken to properly investigate the issue. Additional money and trust is required for company to fix what should have been fixed in the first place. Customer would be out of pocket for an additional $270 and decides its financially not worth it and to take a loss leaving the customer frustrated and with no option except to complain to some kind of "higher authority" which seemingly does not take the consumers side. Company is able to cover itself by he say she say. Company carries on without any willingness to compromise except demand additional money "for parts only" (when actually researched how much the required parts would cost if ordered online, the amount is significantly less than what the company is demanding from the consumer to make good on its mistake). All that is left for us to do is to tell all our friends, family and acquaintances to not hire Mr Appliance.
  

• Initial Complaint

  Date:03/20/2024

  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.

  On 03/18/24, I contact Mr. Appliance to get a quote for repair on my LG washer. I'm told they can have a tech come out tomorrow to do a diagnostics (service call). That cost would be $129.00 + tax, but I would be credited for that amount if I authorize the work. If I don’t authorize the work, the charge remains. I assume I would pay the fee and if I authorize the work, that charge would be credited back to my card and I would pay for just parts and labor for the repair. I agree to have the tech come out on 03/19/24. On 03/19/24, the Tech comes out and gives me an estimate of $636.33. I question the amount but he also tells me that the service call would be credited. Again I ask what the total would be; $636.33 minus the cost of the service call credit for a total cost of $494.75? I’m told yes so I agree to authorize the work. I then call the office to authorize the work and am told I have a balance of $494.75. I ask if the cost of the service fee will be put back on my card. I'm told no, it goes towards the $636.33. I question that and ask why it’s not being credited. I’m told it’s being credited toward the $636.33 and not credited back to my card. I tell the representative that this was not my understanding and being told I would be credited for the service call was misleading. She should have told me it would be put toward the total cost of the repair. The fact is, there is no credit, the charge remains on my final bill. Now I have no choice but to go through with the repair of $636.33 or cancel and be out the $141.58 for the service call. Based on being misled by the statement that I'd be "credited", I am seeking a refund for the service fee of $129.00 + tax or $141.58. On a side note, a genuine LG part for this repair can be obtained from various outlets at a cost between $205.00 to $240.00, but Mr Appliance is charging roughly $350.00. I understand a company is entitled to a markup to make a profit, but a $100.00 or more markup is excessive.

  

  Business Response

  Date: 03/20/2024

  We have a phone script we read to every single customer who calls our office. We send the technician to the home, the tech will diagnose the issue and provide an exact quote. If the customer decides they do not want (or want to think about) doing the repairs they are then responsible for the service call fee of $129 (plus TN sales tax). If they decide to do the repairs the service call fee is waived (we never stated that we would credit the service call fee of $129), and they would then pay what the technician quotes (which at the time of the service call was $636.33). We do also guarantee that repair for one year. The technician went to the residence and provided the customer the quote of $636.33. They said they wanted to think about it. So they paid the technician for the service call fee of $129 plus TN sales tax of $12.58 totaling $141.58 and the technician left the residence. When they contacted our office later on 3/19/24 they advised that they wanted to go ahead and move forward with the repairs. We did advise again that the technician had quoted $636.33, and that they had already paid the service call/diagnostics fee of $141.58 and that this would leave a balance due of $494.75. Our customer service representative did go over this several times, but it appears the customer still did not have a full understanding of our processes. We perform approximately 15,000 plus service calls a year and we read our phone script to each customer so that there are no surprises. We don't pay customers to let us come to their homes and diagnose an issue. We do charge for the service call fee, if they decide they don't want to do repairs (or in this case think it over). There are quite a few components encompassed to determine our service call fees (gas, insurance, etc). I have pulled our phone conversations with this customer and there were no exceptions to our phone script, and we did explain it again (a few times) when the customer called to move forward with repairs. In addition, we only use OEM parts, we do not buy cheaper aftermarket parts. I did see the required part online listed from a few different businesses (also as USED) from $222 to $403. This is also why we provide an up front quote so that there are no surprises. Please let me know if you would like a copy of the phone conversations as we do have them saved electronically. Thank you.

  Customer Answer

  Date: 03/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: This complaint is due to a miscommunication between the customer service representative and myself over the service fee of $141.58. I feel it would be fair and I would accept a compromise of $100.00 to be refund to my credit card by Mr. Appliance.
  

  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/01/2024

  The phone conversation files were too big to attach in BBB, but I have been sent to the customer in his email on file *******************

  I’ve listened to the calls again, and she clearly stated that the service call fee is waived (not credited) if you decide to move forward with repairs. Therefore the $676.33 was the total repair quote. You had paid the technician $141.58 for the diagnostics while he was at the residence as you weren’t sure about moving forward with repairs. You contacted our office later that same day and wanted to move forward with repairs. We took the total repair of $676.33 minus the $141.58 for what you had already paid leaving a balance due of $494.75.
  We obviously utilize alternate sources for our parts as Parts Dr is not one of our preferred vendors. We did communicate our fees, policies and procedures on the initial call.

  When the technician was at your home and provided you the quote you contacted our office later that same day and the same customer service rep (***) went through our fees again. If for some reason you didn't understand it would've been beneficial to ask more clarifying questions so that you had a clear understanding. It's our goal to create a positive experience for each and every customer and that's why we provide such detail prior to scheduling.  We try to be as transparent as possible and go to extensive lengths. We do also have our policies and procedures listed at the bottom of every invoice and it shows as follows;

  
  SERVICE CALL IS WAIVED AT TIME OF DIAGNOSTIC. ONCE PARTS ARE ORDERED THE REPAIR IS NON- REFUNDABLE. IF WE AGREE TO A REFUND, CANCELLATION FEES AND RESTOCKING FEES WILL BE CHARGED. PART INSTALL REPAIRS ARE WARRANTIED FOR A RESIDENTIAL ENVIRONMENT FOR UP-TO ONE YEAR AND IN A COMMERCIAL ENVIRONMENT FOR 90 DAYS. IF THERE IS A CORE CHARGE ON THE PART, THE PART IS TO BE RETURNED TO OUR MANUFACTURER. IF CUSTOMER PREFERS TO KEEP DEFECTIVE PART, THEY WILL BE RESPONSIBLE FOR CORE CHARGES.

• Initial Complaint

  Date:07/13/2023

  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.

  Mr. Appliance of the TRI-Cities  We called them to repair a refrigerator that wasn’t cooling. The first part was $500 - didn’t work. The second part was $250 - didn’t work. The last part was $62 and voila it worked. They refused to reinstall our old parts that didn’t need to be replaced. I have attempted to Contact the owner but have not heard from him. I will Give him the opportunity to correct the matter, but will pursue legal action if not.

  

  Business Response

  Date: 07/13/2023

  More Information...The first part replaced was an air damper that wasn't actuating to allow cold air from the freezer into the fresh food section. We installed the air damper at a total cost of $507. The customer called back the next morning stating that it still wasn't cooling. The technician returned and found that the unit was going to need a main control board per his conversation with Frigidaire. The part cost was $249.62 total, no additional labor. He installed the part and it appeared to be working fine. The customer called back about two weeks later and said that the unit wasn't cooling properly. The technician returned and contacted Frigidaire tech support who had him run through multiple tests. The manufacturer also advised that there was a new 'kit' to correct this particular problem. The new kit was an air tower assembly and a damper kit that was already installed on the initial service call. Since this part was already installed the technician reduced the cost of the final repair of the air tower assembly and a thermistor to a total of $68.84. The air tower assembly alone was at a cost of $208 plus the thermistor cost of $23.00. Since he had already installed the air damper on the initial visit he deducted the cost of that part by $168.13 to a cost of $39.87 We ordered the two remaining parts, an air tower assembly and a thermistor. We did not take payment until those two parts were installed 6/21/23 and we were able to prove the unit was fixed. We charged $68.84 (our cost) for those two parts. We only charged labor the first time we were there, nothing additional. I'm not sure that the customer fully understood the idea that the manufacturer had developed a 'kit' to fix this particular issue with this model of refrigerator and that the technician provided a discount of $168.13 to allow for the first part installed as it was part of the final kit developed by the manufacturer.

  

  Business Response

  Date: 07/14/2023

  The facts remain the same. There has already been an adjustment to the cost of the repairs. The ‘kit’ Frigidaire advised on our third service call came with the damper already installed on the air tower assembly. The ‘kit’ is not listed in the schematic and was only provided by manufacturer tech support on the third service call but not the first or second call to Frigidaire. When the technician found that out he immediately provided a credit on that last call for $68.84 versus being over $200. The customer has stated that the ‘first’ repairman had a rude demeanor but it was the same technician every time. It’s possible he had a trainee with him as the trades are an area that are lacking within our society so we always have someone in training. Please also understand that not every manufacture tech support person provides the same information. Some are new and read from a handbook, and some are quite experienced and probably why they didn’t provide the ‘kit’ information until the third call. While we understand the customers frustration, we hope this will help to clear up any misconceptions.

  Customer Answer

  Date: 07/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

   I have asked the owner to contact me directly to discuss this loop matter, but have yet to hear from Mr ******.    I will not hesitate to let everyone I know to avoid this company.

  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:02/01/2023

  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.

  I had them come to put a part back on our dishwasher that had fallen off. They damaged parts on the washer and made 3 additional trips just to charge me $70 for the parts that the technician damaged. Update: on the last trip the technician showed up smelling like weed which may explain a lot

  

  Business Response

  Date: 02/15/2023

  The customer had placed an online work order on 12/1/22. We did contact the customer by phone 12/2/22 to go over our policies and rates. The customer agreed and the service call was scheduled for 12/8/22. The original complaint was that the sprayer arm for the upper rack has fell off, and it needed to re-attached. The technician had to pull the rack out and re-attach the spray arm. According to the technician he did re-attach and test the unit for proper functions. The customer contacted our office a day later and stated that the clips fell off the rack. When the technician arrived he found that the units upper rack clips had been removed but the rack was still in place. He re-attached the clips and the units rack tested okay. The customer contacted our office a month later stating that the clips had fell off again. When the technician arrived he found the clips out of placement and slightly damaged. The technician recommended replacing the clips as the unit is not brand new, and does have some wear and tear. The customer approved and paid for the parts only no additional labor. We did not charge any additional labor for any of the three additional trips to the customers home. While we do guarantee our repair for one year, we can't guarantee the entire unit against any additional parts failures. Normal day to day use will create normal wear and tear on a unit and parts are not exempt from breaking under the day to day usage. All of our technicians are randomly drug tested to ensure who we are sending to a customers home. No exceptions as we also do quite a few higher end manufacture warranties and it is a requirement. While this wasn't an idea situation, it has been investigated and determined to be normal wear and tear from appliance usage.

  Customer Answer

  Date: 02/23/2023

  The information stated is incorrect. The clips held perfectly until their technician damaged them while trying to install. The clips should install quickly and he fumbled around with them for about an hour. After that, the clips never held, and had to be replaced due to the damage that he caused. 

• Initial Complaint

  Date:01/17/2023

  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 was asked to come to my home to repair dryer. The knob was going round and round..i thought a spring had broke.. They charge 139.00 for the visit and said that would be put towards the repair..he ordered part and said it would take and hour to fix next time he came because he had to take the back off...he came today ..it took one minute because all he did was get a new knob...they charged $70.00 for this part that costs six dollars from G.E. And the work was falsified claiming what the work would be when he came back. They charged $288.65. I had paid that when he left the first time thinking it was complicated. On the first visit he took my email so i could get receipt..it did not come..after several days i called office and gave my email..three times...never came. I called backed and asked to have them mail me one. They are unethical.

  

  Business Response

  Date: 02/17/2023

  The technician did provide an upfront quote prior to any repairs so that there were no surprises. The customer approved the quote and paid the technician. We ordered the part immediately and the technician returned a week later and installed that part. Once the repair was completed our software sent an email to the customer. When she stated that she didn't get it we advised that she could have a firewall setting that was sending the invoice into her spam folder. We did also send another email directly from our in house email. At this point we are sending a copy of her final invoice by US mail. Thank you.

  Customer Answer

  Date: 02/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The man checked out the problem with the washer.

  I said i thought it was the dial and i called the company and they quoted a price for a replacement to be six dollar or it may be the dash bird that would be $115.00.

  I felt i should have a repairman check it out to see if it was the dash board...

  It turned out only to be the dial. The repairman new that when he left but he made it seem like he had to come back..it would take an hour of his time.

  He came back a week later was here for five seconds because all he did was put the dial on..lied about the job.

  They were unscrupulous; calculating how they could take advantage and get more money from an unsuspecting person. 

  I had aman a couple years back for the washer.

  He checked out the problem for the visit price..got the part and came back and put it in as part of the original price ..no extra.

  The repairman should have said..dont worry ..it was just the dial. You can order or i can order one for you as part of this repair..

  He mentioned how he was from lenoir..i called the office and said i should not be paying for the repairmans gas milage.

  They said i was not.

  They were bossy and they were agitated and knowing what they did.

   

   

   

   

   

   

   

   

  
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:12/09/2022

  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 MY HOUSE TO FIX MY REFRIGERATOR. HE MOVED MY REFRIGERATOR AND CREATED A VERY LONG AND DEEP SCRATCH IN MY HARD WOOD FLOORS IN THE KITCHEN. THE TECHNICIAN DID NOT TELL ME, I FOUND IT WHEN I DECIDED TO WALK INTO THE KITCHEN TO SEE WHAT THE RESULT OF THE REFRIGERATOR WAS. I CALLED THE BUSINESS OFFICE AND THEY SENT A SUPERVISOR OUT TO MY HOUSE. HE TOLD ME THAT I SIGNED A WAIVER AND THAT THE TECHNICIANS ARE NOT RESPONSIBLE FOR ANY DAMAGE DONE WHILE IN MY HOUSE. THE SUPERVISOR REFUSED TO MAKE ANY ACCOMMODATIONS TO PAY FOR THE DAMAGED FLOOR. HE OFFERED TO REFUND ME $250 OF THE $500+ THAT I PAID TO HAVE AN ICE MAKER INSTALLED THAT STILL WAS NOT WORKING AFTER INSTALLATION BY MR. APPLIANCE. I TOOK MANY PICTURES OF THE DAMAGE CAUSED BY MR APPLIANCE'S TECHNICIAN. SO MY ICE MAKER IS NOT WORKING AND MY FLOORS ARE SEVERELY DAMAGED. I WOULD LIKE A REFUND FOR THE ICE MAKER THAT IS NOT WORKING AND A PAYMENT TOWARDS THE FLOOR REPAIR. THE BUSINESS CLEARLY HAS BUSINESS INSURANCE MEANT FOR THESE ISSUES AND YET THEY ARE UNWILLING TO PAY FOR THEIR MISTAKE.

  

  Business Response

  Date: 01/08/2023

  Business Response /* (1000, 5, 2022/12/14) */ These are unfortunate circumstances but are exactly why we have a damage waiver in place prior to any repair. We absolutely cannot control the circumstances in a residence. Our technician had noticed a significant amount of broken glass under the unit to which he had brought to the customers attention to get cleaned up before he could put the appliance slider mat under the unit. While we take every precaution to eliminate any type of damage while accessing a unit and use the appropriate equipment a piece of broken glass was still not cleaned up by the consumer. Therefore, a piece of broken glass was under the refrigerator and was under our moving equipment. Our technician also stepped outside to call the service manager and while he was outside the residence the customer took it upon themselves to move the appliance slider mat from under the unit. The consumer most likely noticed and could have done this damage when she removed the appliance slider mat. Our Service Manager did go to the residence to determine what had taken place. He also found a piece of broken glass under the refrigerator. We still offered to warranty our repair for the refrigerator but the customer had declined. We did therefore provide a refund of $250 as a good will gesture. If the glass had been appropriately cleared from the work area there most likely would've been no issues We are a professional appliance repair company and have processes and procedures in for a reason. Again it's unfortunate but not an issue created by us our our technician.