ComplaintsforMr. Appliance of Logan

• Initial Complaint

  01/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This was a service call to diagnose a washer machine problem. Mr Appliance gave did not give the correct information regarding what was wrong with the washing machine. The washing machine repair did not resolve the issue. Mr Appliance guaranteed his work and touted about his google reviews and his honesty. Mr Appliance will not refund the service call and will not respond to phone calls or return them.

  Business response

  02/25/2022

  ****,

  
  

  In regards to complain ID ********

  
  

  *********************** called into our office and scheduled service for his washer on October 19, 2021. He was aware of the there was a service call charge at that time. This is also not the only time we have done business for him and he has never complained about paying the service call fee. We have done work for him in May of 2014 and April 2017. He never complained about service charges. 

  
  

  The tech was there to diagnose the unit on October 25, 2021. He diagnosed that is was a faulty lid switch. The customer did not want us to preform the work and only wanted a diagnosis so he could repair it himself. He then must have ordered a lid switch and replaced it himself. He called back saying the unit still wouldn't work.  I told him that I would come back out and rediagnose the unit at no charge. I explained to him that if I were to have done the work myself, I would not have charged him for the part or any labor on that job. He refused to have me come back and rediagnose the unit.  He called and texted me several times, at which I responded and tried to help him over the phone as I was trying to resolve his frustrations.  Since he refused my service to go back and rediagnose the unit, I over the phone, told him it could possibly be two other faulty parts, but I did not diagnose that in person and it was only trying to help him over the phone.  He then, likely ordered those other parts that I suggested that it could possibly be and still did not fix the problem. He continued to use my time and knowledge over the phone for several occasions. 

  
  

  He was upset that it wasn't fixed and requested me to return the service call, I declined as I had spent a lot of time over the phone with him giving him free tech support after my original visit. I cannot verify if he properly tested the unit, installed the parts correctly, or even order the correct parts. He would not allow me to professionally retest the unit or install the parts. 

  
  

  Please let me know if there are any other questions or concerns. Or any additional information that you need. I look forward to resolving this matter. 

  
  

  Thank you for your time. 

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

  Owner

  cell: ************

  
  

  
  

  
  Mr. Appliance of Logan, ****
  Phone. ************
  Fax. ************
  

  Email.  ***********************************************************

  Website: http://www.mrappliance.com/logan

  
  

  Customer response

  02/25/2022

   
  Complaint: 16678431
  
  I am rejecting this response because: Wow. I can count at least 4 lies in this response. Lets start at the beginning. First I have only had Mr ********************** come out to my home one other time. Not 2. This first time he came I paid him for the call and did the repair myself. I did not complain because that time he gave the correct info. ******* Mr ********************** absolutely did not offer to come out a second time and re diagnose my washer. In fact I had to make multiple, over ten, calls to his office to get hold of someone. He did not return calls or even try to remedy to situation. The repair that he recommended literally required five minutes worth of work. ( a s**** and a clip) I would have had mr. ********************** fix the issue while he was at my home if I did not feel like he was trying to rip me off. His prices for the work and the part were completely outrageous. He wanted over 400 dollars to do five minutes worth of work. I simply wanted to confirm the diagnosis that I had originally thought, and I was totally willing to pay him for his service if he would have been correct. there was no room to make any error on this lid switch. Five minute fix. S**** and clip. Third lie. mr. ********************** told me that if he came back out he would charge me for the service call, not the parts if the original repair did not fix the issue. He recommended another part and that did not fix the issue. again a five minute fix. Fourth lie. mr ********************** was extremely hard to get a hold of. his office number never worked and he was late to the appointment. he would not respond to text. I asked mr ********************** during the process if he was sure if this was the correct issue and his reply was that he was absolutely sure and that he had given me the correct info. in all mr. ********************** was extremely dishonest and lazy. His reply when asking to refund the money is that he needed to feed his family, then asked me and justified it with the question of (don't you need to feed yours). mr. ********************** wasted 300 dollars and three weeks of my time. 
  
  Sincerely,
  
  ***********************

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