ComplaintsforMr Appliance of Mansfield

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Oct of 22 Mr. ********************** came to look at our dryer because it was not spinning They came back to replace the belt and charged over $300. The dryer is still doing the same thing. I contacted the business to let them know that it could not be time to replace that belt and that the front of our dryer was not pushed in all the way. I received a call back from Manager ***************** which she was no help the only thing I could get from her is the belt has a 90 day warranty and maybe thats why it is a 90 warranty by ******* and nothing they could do about it. I was requesting someone to come back out to look at it again for no charge but again no big deal to them. Well Mr. ********************** the belt was not set properly on the dryer and the front of the dryer has prongs broken on one one side and *********** person was the last to take it off and put it back on. Wow not only did you not fix the dryer properly you broke the front part of the dryer. We basically paid you for the belt and the repairs on the washer. It would have been nice for him to tell us he broke the prongs off the dryer. We need to be compensated for the broken piece on the dryer for repairs and some type of compensation for not fixing our dryer properly. I will never use them again and will encourage others not to. The customer service ***** and they worry more about money than servicing and satisfying the customer. I have pics to prove the belt was not put on properly and the broken prongs on our dryer.

  Business response

  07/18/2023

  This customer called us at approximately 8:30 am on 10/3/2022 saying that her Samsung dryer would not spin when the unit starts.  We had a technician at her house at approximately 11:00 that same day.  He disassembled the unit and found that the belt was worn and needed to be replaced.  The customer approved the repair and paid the balance in full ($355.98) with a Discover credit card. That technician returned to the home on 10/7/2022 at approximately 2:00 pm disassembled the unit and replaced the belt.  He ran a test cycle and verified that the unit was running properly.  The customer called our office back on 6/26/2023 (8 months and 20 days after the repair) to say that her dryer was not working properly.  She was told that we provide a 90 day warranty for parts and labor and that she is outside of that 90 day window.  She did not want to pay a new diagnostic fee so we did not send a technician out.  There are several things that could cause the belt on her dryer to move.  There could be damage to her idler pulley which would cause it to shift and no longer put tension on the belt which would make the belt move. I have spoken to the technician and he assured me that he did not break the clips on the dryer panel.  We operate with integrity and would have replaced those clips at no cost if he had done that.  I do not feel that this complaint is warranted in that she was told of our warranty policy and did not call us for over 8 months after the repair was done.  If the repair that was completed by ************** did not fix the dryer the customer could have called us back immediately.  We have many many 5 star reviews regarding our excellent customer service and I will gladly share those if that would be helpful in your decision.  Thank you for your consideration in this matter.

  *****************

  Owner 

  Mr. Appliance of Mansfield

  Customer response

  07/18/2023

  As stated before he was the last one to take the top off and no one bothered it since. It is no concern to ** how many times a business have a 5 star. It could not have broken any other way than by the technician. As a professional I would have expected them to have the courtesy to have made us aware that it was broken so that his company would not be blamed for it. This is why I know he did it. My complaint still stands and it still needs to be fixed. 

  Customer response

  07/24/2023

  As stated before he was the last one to take the top off and no one bothered it since. It is no concern to ** how many times a business have a 5 star. It could not have broken any other way than by the technician. As a professional I would have expected them to have the courtesy to have made us aware that it was broken so that his company would not be blamed for it. This is why I know he did it. My complaint still stands and it still needs to be fixed. 

  Business response

  07/24/2023

  It is obvious that the dryer was used in the 8 months that have transpired since our repair in that the belt has moved out of it's track.  It would not have passed the test cycle that the technician ran before leaving her home if it was off it's track.  Without the clips in place the dryer would have shaken and caused a noise making it obvious that there was an issue.  The clips were in tact when ************** ran the test cycle.  I can not be responsible for damage done to a unit 8 months after my technician completed the repair.  It is not reasonable to come back after this much time has passed with a complaint.  It is for these reasons that I am unable to offer any kind of refund at this time.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I scheduled a consult for an electronic issue with our range. When scheduling over the phone the office rep told me that there would be a $129 service charge but if we proceeded with service it would be applied to the cost of the parts/labor. I verbally agreed. Tech, David, came on 7/29 and we agreed on $493.01 for the parts/repair. I asked if that included the $129 service charge and he said no, since we were proceeding with service we would just pay for parts/labor. Today, 8/4, we were scheduled for the paid for repair. I received a voicemail from Donna, that the tech had reviewed the schematics for our repair and discovered that an additional part was needed which would need to be ordered, paid for, and then rescheduled for next week. I returned the call and spoke w/ office rep, Jamie. I asked for Donna but was told she wasn't available. Jamie had minimal info on the additional parts/charge needed. Eventually I was told that it would be $97 "at cost" for the part. Jamie directed me to David for further info. David called and explained the need for the additional part and cost. I declined moving forward. David advised that the office would call me to discuss the cancellation and refund. No one called. But I checked my email and saw a refund receipt for $326.31. So I called back again and spoke with someone else-Abigail maybe? who told me that the difference is the service charge which I now am responsible for paying since we have declined service. I again asked to speak with Donna. I explained that I expected a full refund as at the time of the diagnostic service we did decide to proceed with service. But since the diagnostic service was not done accurately it doesn't seem appropriate to keep over $160 in a service charge for a service that was provided poorly, and more than initially quoted at $129. Donna explained that she retained the service charge and a $25 "restock fee" which was eventually refunded. But they still owe me over $141.70 for the service fee.

  Business response

  09/22/2022

  Business Response /* (1000, 5, 2022/08/08) */ Our technicians are skilled professionals and our business practice is that their time, travel and expertise is reimbursed through our diagnostic fee if the repair they recommend is not accepted by the customer. We do not offer free estimates. When the customer first contacted our office to set up an appointment, they were made aware of our policy and they agreed to set up a service call. The unit was not misdiagnosed. The part needed for the repair of the unit is a part that the technician believed traditionally came as an assembly, and that was the basis for his quote, which the customer accepted. Once the part came in, the customer was called and set up for installation of the part and the work order was sent to the technician for review. Upon review, the technician found that in this particular model the part was not an assembly, but was broken into two separate part numbers, each of which had to be ordered. As we had only ordered an received the initial part, he relayed the information to the office; we contacted the customer to let them know we would provide the part at our cost, with no markup and no additional labor. The customer ultimately declined due to the added cost of the repair and the timeframe in which the repair could be completed. The diagnosis did not change and is still the correct diagnosis for this appliance. We reimbursed the customer for everything but the agreed upon diagnostic fee, and did not charge any additional fees for the administrative costs that were incurred by the office for shipping and handling of the part that was ordered and received at the customers request. Our diagnostic fee stands because the service of diagnosing the unit was provided as agreed to by the customer. It can be used by the customer to purchase parts on their own or to contract with another service company to complete the repair. Consumer Response /* (3000, 7, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) My issue is that your business was not transparent with the possibility of additional fees on the original estimate and again were not transparent when I requested to cancel the job. Only a verbal notice of the diagnostic fee was provided when booking our appointment over the phone, no confirmation of this fee was provided via email or otherwise; no correspondence was received in writing until the day of the appointment when the technician was on their way to our home. There is also no easily accessible note of the diagnostic fee on your website, nor that it stands after an agreement is made on the cost of the repairs. When we signed the estimate and paid in full at the time of the diagnostic visit there was no information provided stating that the estimate was subject to change or that we would remain liable for the cost of the diagnostic fee should the recommendation change. We were only told, at the time of booking, and again at the time of payment during the diagnostic visit that the diagnostic fee would not apply should we decide to proceed with services. Which we did. With the services quoted at the time of payment. All that was ever communicated to my husband & I, verbally, was that if we elected not to proceed at the time of the diagnostic appointment that we would be charged a diagnostic fee. We did proceed and pay in full at the time of the diagnostic visit. When I was notified that the parts cost had changed, I repeatedly asked that someone contact me to cancel. I repeatedly stated that I wanted a full refund. No one contacted me to explain or offer further information. I only reached someone after the partial refund was already processed, without my consent or knowledge of the amount. Your business was not transparent with the cost of the services provided. Business Response /* (4000, 9, 2022/08/11) */ An appointment was requested by the customer, we responded to that request by traveling to her home to diagnose the issue that she was having. We quoted the price for repair based on the information provided by the manufacturer. That information was not accurate so the quote was updated as soon as we got the updated information regarding the part that was needed. The customer decided that they did not want to pay the additional fee to have the repair done. We reimbursed her for everything but the diagnostic fee as per our policy. We did do the diagnostic and we did our best to provide excellent customer service. I am at a loss to further explain my position. The diagnostic was done and our fee for that is all that was paid by the customer. We do not advertise that we do free estimates and that was never communicated to her in any way. She acknowledged that our diagnostic fee was communicated verbally to her when she made the appointment. Thank you for your consideration.

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