ComplaintsforMr Appliance of Portland

• Initial Complaint

  01/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called on 12/19/2023 and I was quoted $132.50 for the repair man to diagnose and fix the issue with my gas dryer assuming it doesn't need any new parts. On 12/20/23 the repairman (*******) arrived and I greeted him on my driveway. Immediately I could smell alcohol radiating from his breath from a few feet away... the repairman got to work on my dryer which is located in my garage. After about a couple hours or so of work, I checked back in with him to see how it was going.... the STENCH of alcohol was even stronger this time as if he had just taken a swig of hard liquor!!! He said that he was UNABLE to figure out the issue and that it could be anything wrong with it and he just can't figure out the issue. He suggested that we could try to change two different components on the dryer which would cost an additional $580 PLUS the time to fix it but he said that *** or *** not fix the issue!?! He became irritated and argumentative as I declined the service from the INTOXICATED repairman. I'm not sure what kind of business allows their employees to drink on the job especially when working in people's homes. I called the office two times and left them a message once and still haven't heard back as of a couple of days ago. I would either like a full refund or a SOBER repairman to come confidently diagnose the issue with my dryer without additional charges.

  Business response

  01/25/2024

  First, I would like to apologize to ********************* for the apparent misunderstanding. We try to clearly communicate our charges and what those charges include. Our charge to send one of our Service Professionals to a customers home is $132.50.  That charge only includes the appointment, sending the Service Professional to the home and for the Service Professional to inspect/diagnose the appliance. Once the Service Professional has come up with the diagnoses and if any parts are needed, he provides a quote to the customer. If the customer declines the ********************** only the trip charge is due ($132.50). If they want us to proceed with the repair it is the quoted amount. Evidently ********************** did not understand this, for that I apologize.

  
  Regarding the condition of our Service Professional. All of our Service Professionals must clear a thorough background and drug check before being able to work here. ******* easily passed all of these checks/tests.It should also be noted we have never received any such accusation regarding ***************On this particular day he had a number of other customers prior to Mr. ********** appointment. We did not receive any complaints from any of his other customers,but we did receive a wonderful 5 star review on ******* from his appointment just prior to Mr. ***************** I find it hard to believe we would get a 5 star review if he had in fact been intoxicated.  Further, we have not received any such complaints on him since Mr. ********** appointment either.
  Regarding the requested refund. We do not refund the trip charge. That policy is clearly printed on the customers invoice. Invoice is attached. 

   

  Customer response

  01/29/2024

   
  Complaint: 21073397
  
  I am rejecting this response because:
  This business is incredibly shady in how they run their business. Ask yourself this could it be possible for someone to drink in between jobs? Yes your employee may have had positive remarks from previous work that day but he showed up drunk to my house and that's on you and him! You can keep up with all the ** you want to say about background checks unless you are randomly drug testing your employees for alcohol they will always fly under the radar and fool you guys. Secondly just like you said ****** they are supposed to diagnose my issue and they weren't able to do that since the employee said that I am not sure if this is going to even fix it. I asked your drunk employee, *******, if I were to spend the $580 he quoted me.. will that fix my dryer? His exact response was I don't know I'm not sure but I don't know what else it could be it could be any wire in your machine. So don't lie to your customers and say that your people come there and give us a diagnosis when in fact they have no confidence in their own work pretty surprising for a former ******* tech that ******* stated he was.
  Sincerely,
  
  ***************************

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 1 I had Mr. ********************** out for service call to troubleshoot and possibly fix our refrigerator that had stopped running. The tech diagnosed the problem as needing a new control panel. The cost was prohibitive so we decided to buy a new refrigerator. My assumption was that the business was hired to troubleshoot and advise on the product. When the tech left my wife and I went shopping for a new refrigerator. We settled on a couple of models and were set to pull the trigger when I thought to just give a cursory look to see if there was something a layperson could do. There is a wiring harness that goes from the door to the main unit that I thought to check first. I simply pulled off the cover to the door panel and noted two obviously broken wires. I soldered them together and the unit works fine. I called Mr. ********************** to ask for a refund since I didn't want to pay for a wrong diagnosis that could have easily cost me another couple of grand had I continued to assume that Mr. ********************** had given me my moneys worth. The service manager said I signed an agreement (true) that said the cost was for simply the service call further stating that it was their policy to not refund that money. This would be fair enough if they had accurately located the problem and I declined further service. However they did not. I understand the fine print but to me this assumes that the job was successful in locating the problem. This is all the more salient since I was able to find the problem in less than 5 minutes. The amount of the service call was about $140. By the way it took me 20 min tops to strip the wires and splice them to effect the fix. I fully realize that everyone makes mistakes but I don't want to pay for someone else's mistake. I've enough of my own. Thanks for your attention to this matter. If need be I can take pictures of the splices but I'd have to take the cover off again. Have a great day unless you've got other plans.

  Business response

  03/20/2023

  Mr. Appliance of ********* & Portland

  10914 *****^th St. STE B1

  *********, ** 98682

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

   

  RE: Customer Complaint

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

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

  Portland, OR 97203

   

  I recently received your letter (attached) regarding *************** complaint.  As he noted in his letter we do not refund our trip charge of $132.50. That is our policy. He signed the invoice (see attachment) which has this non refund policy stated on the top of page 2 of the invoice. This policy has nothing to do with diagnosis, but everything to do with reserving an appointment time slot.

   

  However, if ***************, as offered in his letter would supply me with photos of the repair he performed along with pictures of the unit still in use in his home kitchen along with a statement that it is working properly and was not replaced, I will issue a refund check to him. It would be mailed to his street address unless he has and gives to us a PO Box number.

   

   

  Sincerely,

   

  ***********************, Owner

  Mr. Appliance of ********* & Portland

  Office: ************ or ************

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

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

   

  Customer response

  03/22/2023

   
  Better Business Bureau:
  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will mail the photos to *************** this afternoon. 
  

  
  

  I have attached them to this email.
  

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

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