Complaints

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:01/13/2025

  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.

  Date of original transaction 12/17/24 Mr ********************** sent a technician out to diagnose my ** dryer. I paid a fee of $173.95 with the promise that it would be credited if I chose to have them fix the dryer. I received an email invoice saying the part was $509. I agreed to them ordering the part and the additional $399 was charged to my credit card. On 12-27-24, the same technician came to my house, worked on the dryer, and then told me it wasnt fixed and that hed misdiagnosed it and ordered the wrong part. Mr. ********************** ordered the new part, and the technician came out 1-2-25 and put the part in. The dryer worked for 2-3 days and then resumed the original error code. I called and emailed on 1-6-25 and via email was told they would send the technician out on Friday to determine if its the new part that is faulty or something else wrong with the dryer. On 1-10-25, the technician called me and said he wasnt aware that there was a problem with the part and that a replacement part hadnt been ordered. Additionally, he would not be coming to my house to look at the dryer. It is 1-14-25 and I have not heard from Mr ********************** to reschedule. They dont have answers when I call. They just tell me they will look into it and call me back, without actually calling back. I emailed the office on 1-10 and as of today I havent heard back. They did partial refund me the difference in parts.

  Business Response

  Date: 01/13/2025

  Please accept our apologies. Someone will reach out today.

• Initial Complaint

  Date:01/10/2025

  Type:Product 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.

  Date of Transaction - 01/06/2024 Amount of money paid to **************************** $****** Diagnosing and repairing the Washing machine. The technician came out and spent only 10 minutes ordering the water pump, part # ******. The part is a $150 part and they are charging ******. The technician was scheduled to come back on 01/09/2024 to install the part. The installation was rescheduled for 01/14/2024 when I would be out of town. The only notification that I received was an email about the change. I replaced the part myself because I couldn't wait 5 more days for them to install it. I explained the situation to the person I spoke with and she would not allow me to talk to a supervisor.

  Business Response

  Date: 01/10/2025

  We received your phone call regarding this matter today. Unfortunately, the managerial staff was out, so you were not able to speak with anyone. When we quote repairs, we quote them as a whole job. You paid for the technicians expertise in his field, and his years of knowledge that let him identify the problem with your machine quickly. It is unfortunate that the return date for the technician did not coincide with your schedule. When a customer installs their own part, it voids the one year warranty that Mr ********************** usually provides. This was conveyed to you by the customer service representative. She does not have the ability to promise, or deliver refunds. That is something the managerial staff would attend to. It sounds like you are looking for a refund of some labor because you installed the part yourself. Please be advised that when the office opens on Monday, your concern will be addressed.

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22795310
  
  I am rejecting this response because: The receipt that I received was not itemized.  I do want to pay for the expertise of the employee that came out. I was told that the initial charge for coming out would be put towards the bill. it doesn't seem like it was put toward the bill. The price of the part was $120-$150. I don't mind paying a upcharge on the part but almost $500 is outrageous especially when I had to put the part in myself. I am wanting to be compensated for $300 which I think is a reasonable amount and would like an itemized receipt.
  
  Sincerely,
  
  ******* ***********

  Business Response

  Date: 01/30/2025

  Hi *******, 

  
  I am sorry you are unhappy with the resolution. We do not warranty any work once a customer has attempted to install the part. We offered to come back and take a look at how you installed the part and you refused. We do not sell parts, only repairs. Since you will not let us come out to check the installation we can not offer a refund. ******* has been with our company for several years and is well trained by our service manager to boot. Best of luck to you. 

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22795310
  
  I am rejecting this response because: As I stated previously, The technician was scheduled to come back on 01/09/2024 to install the part and then changed the installation date to 01/14/2024 when I would be out of town. This was very frustrating to me because I had laundry to do before my trip. I installed it myself so I could have some clean clothes to take on my trip. There was not any other attempt to come out again by ******* or the company. I have called and left messages to have someone call me back with no success. I would be open to having someone come out but I have not received any other offers to send a technician out again. Please let me know when someone will come out. 
  
  Sincerely,
  
  ******* ***********

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Date of Transaction:A technician from Mr. ********************** came to our home to evaluate a range hood fan that wasn't operating. He diagnosed the problem as a need to replace the fan motor, which would cost over $1,700. The estimate visit cost us $174.74.We had a different company, Swift **********************, give another evaluation, and they found the problem was the capacitor for the fan motor. We had ***** replace the capacitor, which solved the fan motor problem. Cost $240 I complained that Mr.********************** misdiagnosed the problem and then was prepared to charge us for an unnecessary repair for over $1,700. It seems very dishonest. I asked them for a refund of the estimate cost, and they said they'd return $30... they really should refund the entire amount - their repairmen are supposed to be experts, so at least they should have figured out the problem correctly. When I asked for half the amount back, they refused

  Business Response

  Date: 05/29/2024

  Mr ********************** was called to determine an issue with this customers vent. The customer agreed to the **** and DIAGNOSTIC fee at the time she made the appointment. Our technician found that the blower motor was bound up and not working. He recommended a replacement of the blower motor. The customer did not like the quote and chose to have another company out. They replaced a small part. It is our belief that the motor will again bind up and still need to be replaced. We gave her a partial refund.

  Customer Answer

  Date: 05/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********

  my husband and I fully believe that this company was trying to rip us off, but I have spent quite a bit of time going back-and-forth with them and providing documentation. The best they would do was return $30 out of the $174 we paid and since Im not an Appliance Repair person, I cant prove what theyre saying is, not true. However, our hood is working very well right now and shows no signs of binding up
  
  Sincerely,
  
  Katrin St.*******************

• Initial Complaint

  Date:03/21/2024

  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.

  5/09/22 When I noticed my dishwasher was not completely draining, but the level was well below the door opening, I called Mr. Appliance of Olympia. Technician pulled dishwasher out and determined the drain pump was not functioning properly and ordered a new pump. The floor under the dishwasher was dry and there was no indication on the work order that there had been any leakage ever. Our crawl space is checked by our pest control on a regular basis during the year and they would have notified us of any drainage down there. The pump arrived several days later but in the meantime, water had pooled in the sink cupboard and on the floor by the cupboard. We found that the drain tube had not been reconnected to the sink drain so leakage occurred also from the unplugged hole in the sink where the tube should have been. We called ServPro who came out with a water meter to determine the extent and had to remove flooring until area where meter read dry. They also set large fans on the kitchen and the crawl space. This was the issue I was trying to avoid that could result in mold under the floor. Shortly after the pump was installed, Mr ********************** sent out 2 unskilled men with a water meter. They didn't know how to use it but finally took the cover off. We filed a claim with our insurance. The entire kitchen floor (no product match) and some crawl space insulation had to be replaced. We were waiting for our insurance to resolve with Mr **********************. After over a year, our insurance did not refund our $1,000 deductible and left it up to us to resolve. This caused the delay in filing this claim. I wrote a certified letter on Feb 20, 2023 and have had no response. I learned recently that they partner with Neighborly and have a limited liability protection to the monetary amount previously paid by us for the services. They caused us over $8,000 to restore our home to its original state, with only a portion covered by insurance. I have a ServPro flash drive of pictures.

  Business Response

  Date: 03/22/2024

  Ms. ******* letter is currently being reviewed by Mr *********************** attorney. **************** will have a response from Mr ********************** soon.

• Initial Complaint

  Date:12/14/2023

  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.

  November 7th 2023 ***** came out to diagnose our refrigerator as the cheese drawer was gathering water. Needed to order parts to fix it. A/S assy water leakage, assy cover evap parts.Pulled fridge out and cleaned the condenser and install new drain hoses. then pulled everything out of the inside and steamed the evaporator cover and saw that the leak was installed incorrectly. removed the old kit and installed a new kit and evaporator cover. reassembled the fridge after confirming good frost pattern. And then tested everyting and send it was a job complete. Now a month later it is leaking again in the same fashion as before so in my opinion it never really got fixed or the guy did not know what he was doing. They now wanted to come back out and charge me another $150 diagnostic fee to see if there is something else wrong eventhough it was the exact same issue as when they came the first time. They came out on the 24th to look at the ice maker as they changed the spring which was not working great, but they wanted to charge us for coming out. They charged a for the first fix $741.22 which did not fix the issue at hand. I called again since the 24th was a different issue and they wanted to charge more to fix that and I said no. But when I called today 12/13 they manager ************************* office manager was a complete jerk and would not listen to me and my issue with them charging us $741 for a problem that is recurring now after the "fix". She was so wrong in how she handled the situation so I got mad and would like others to know that they have poor business practices and really don't care about the customer service. I am a sale rep and I know customer service very well. And this company is a rip off and treat their customers like c*** I will never use them again and hope others are smart enough not to use them. Extremely disappointed.

  Business Response

  Date: 12/18/2023

  The Perrys contracted Mr ********************** to determine why their refrigerator was leaking. Mr ********************** sent a technician to diagnose and repair the refrigerator, which they agreed to. After the repair was complete, they called Mr ********************** again about the refrigerator. They were told (and we documented it) that if this issue was NOT related to the repair, they would be responsible for the payment. They agreed and again Mr ********************** sent a technician out. He determined another problem, likely made worse by the cutomer's repeated tries to make it work. They refused to pay the fee.We received a check in the mail for the fee, and a note telling us we had better not cash the check, implying that they had already placed a stop payment ont he check. Mr ********************** returned the check, wished them happy holidays, and closed out their customer file. A couple weeks later, on Dec 12, they called again to try to have Mr ********************** come repair the new issue. Mr **********************d has declined any further work wih this person, based on the non payment of work already performed. No refund will be issued, and no further work will be done.

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 21005572
  
  I am rejecting this response because: they lied. We paid for the $700 plus fix in the leak but when the technician was fixing the leak he changed the spring on the ice door. After her left that did not work so they sent him out to check it and they wanted us to pay another diagnostic fee which we felt was wrong because he changed the spring that he showed us how to work. We unwilling sent a check but felt they were wrong and should not cash the check. Two weeks later the fridge was leaking again and they wanted us to pay for another diagnostic when this was what we paid the $700 and again I felt we should not be responsible for another diagnostic fee when we paid $700 and it was still broken they should stand behind their work and they did not as they would not come out unless we agreed to another diagnostic. The Manager was rude and not customer service oriented at all. Im in sales and I would never treat a customer that way. 
  I feel they should have come back out to fix the leak for free no matter what as we had paid $700 for what we thought was a fix. I dont consider it a fix if starts leaking again after less than a month. I will never use them again *** hope others will take caution on using them

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

• Initial Complaint

  Date:09/14/2023

  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.

  On 17 August, 2023 we had a technician from Mr ********************** come to our home to diagnose our ice maker in our refrigerator. He came to the home on a service call, he removed the ice maker and reassembled it before stating that it was broken beyond repair and that it would need to be completely replaced.He quoted us $488 which we prepaid.Within an hour of him leaving the ice maker worked again. The following day we contacted the company and stated that we no longer needed him to return and that we would be happy to pay for his service call but would not pay for the part that was improperly ordered. They refused saying that our refrigerator was indeed broken (despite it working) and that even if he didnt return we would be charged the full price. A few days later the part arrived at our home. We once again contacted the company stating that we would not be needing the part, nor the repair. We were then told it would be a $253 restocking fee to accept the part back. At that point we reiterated that we would return the part, and pay for the original service call but would not pay a restocking fee, nor for a service that was not provided.The company again stated they would not come back off of the restocking fee for a part we asked not to be ordered.Finally, with no other options we disputed the charge with our credit card company. Today we were contacted by a collections agency for the unpaid invoice. When contacted the company stated they will not speak to us and we can only discuss with collections. Again, we would be happy to return the part, and pay the $160 service call. But we will not pay for services not provided. If we cannot come to resolution we will be forced to file a claim in small claims court.

  Business Response

  Date: 09/15/2023

  On 8/7/23, ******************* had Mr. ********************** to her home to determine why her ******* refrigerator is not making ice. The technician diagnosed that the existing ice maker was failing and recommended it's replacement. ******************* agreed to the replacement. She signed her authorization and paid for the repair. The replacement ice maker was ordered and delivered to her home on 8/15/23 at 12:18 pm. Three hours later, the customer called to cancel her repair. She was informed that there would be a restocking fee, and that the part would need to be picked up and verified that it was unopened before a refund would be processed. The customer threatened to dispute the charge with ***************** On 8/17/23, our Operation Manager reached out to *******************. ***** ice maker problem was verified with our Service Manager that it is a known issue and would produce ice intermittently until the existing ice maker finally stopped working. Two technicians verified the problem, and it is not a mis diagnosis. The office left messages for the customer, asking them to set up an appointment to have the ice maker picked up. They never returned our calls. On 9/6, the customer did indeed file a dispute with ***************** and the amount was removed from Mr. **********************'s bank account. We marked the invoice as unpaid. As of today, ****************** have neither paid for ANY service, nor returned the ice maker. Unfortunately, they were sent to collections. There is not financial adjustment to be made, because Mr. ********************** has not been paid for anything that was provided to the Molloys.

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20608578
  
  I am rejecting this response because:

  Mr Appliance of Olympia is not fully representing the scenario.

  1)  We called Mr ********************** the next day after the technician left,  and before the part arrived at our home to alert the company of the misdiagnosis.  And at that time attempted to cancel the service.  The company refused and sent the part anyway. We then called a second time after part delivery to reiterate that we no longer need the service because the technician fixed the issue on his diagnostic call. 
  

  2)  Mr ********************** claims two separate technicians verified the fault.  This is untrue,  at no time did a second technician ever set foot in our home.  We had a single technician claim to have verified the ice maker as broken beyond repair which is why we approved the initial repair. A second  technician could not have verified the faults as the technician es las never present.

  3) After filing my initial complaint I have found that Mr ********************** has a long record of overcharging,  misdiagnosing and refusing to fleeting clients.  I would point you to their extensive list of 1 star reviews on yelp.  They have a pattern and practice of this behavior.

  4) We were forced to dispute the charge with our credit card company because Mr ********************** has refused to refund us for the services not provided.  We have stated on multiple occasions,  and still stand ready to pay the $139 service charge for the services rendered.  We are also very willing to return the part,  which was ordered in appropriately by their employee.  All we ask is that they drop their collections action.  They have refused to date.  Our offer still stands.

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

  Business Response

  Date: 09/20/2023

  Since the complaint was made, **************** returned the payment to Mr **********************'s account. Mr ********************** contacted the collection agency and asked them to remove ****************** from their collection list. Since the ice maker is still in ****************** possession, and the return window has closed, Mr ********************** processed a refund. ****************** have been charged for the trip and diagnostic fee, and the ice maker. The refund for the difference has been processed.

• Initial Complaint

  Date:04/21/2023

  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 Mr. ********************** work on my oven January through the spring of 2022 and it took months to get the repair completed. One year later in February 2023 Mr. ********************** had to be called back on the same issue and the repair was covered under the warranty. Approximately one week later I received a bill for $54.08 that was supposedly not paid in 2022 when the original work was done although the technician told me it was paid in full. I contacted the company and was told they were not really sure what the additional charge was for and that they would contact the owner. I was contacted again on 04/05/23 and told the owner could not legitimize the charge but it had to be paid anyway. I paid the debt of $54.08 on 04/05/23 although I did not feel I should have to pay it since they had talk to the technician and he said to his knowledge I did not have a debt when he left the residence. The payment posted on 04/06/23. Today on 04/21/23 I have been contacted by their collection agency for a delinquent debt. I contacted the company and they said I did not have a debt but they may have accidentally turned me over to collections. I tried to contact collections and it goes to a voice mail. This company has provided the worst service due to losing the part multiple times during the original repair and it taking months to get the appliance repaired. The work had to be redone less than a year later. I was charged an erroneous charge over a year later which I paid and then have now been turned into collections.

  Business Response

  Date: 05/04/2023

  The customer had a remaining balance on her work order. Our office emailed the balance back in 2022 and again in 2023. The balance due was sent to collections in a batch at month end. It has been cleared off their report and we appreciate the payment. Thank you.

• Initial Complaint

  Date:02/28/2023

  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.

  The first part of Feb, 2023 I made an appointment with Mr ********************** of Olympia to repair my washing machine. A tech. came to my house at *******************************************************. He looked at the machine and said it needed a new motor rotor as it is stuck or ceased and provided the following invoice. Motor Drive Repair or Replace $571.45, ******************* $13.95, Tax $46.24, Total $631.64 which I paid by credit card. The order for the new part was placed by Mr ********************** and shipped directly to my house and arrived the following week. A different tech. came out and installed the provided part and when tested, the machine responded with the same error code and would not function. The tech. then removed the new part and reinstalled the old part and said it needed a Hall sensor and it would be supplied either separately but thought it should have came with the provided part. The next week a new part arrived and was exactly the same as the first one without the Hall sensor which is a separate part and supplied individually. The two parts provided were stators and not rotors as the diagnoses stated and the motor was not stuck or ceased as the washer drum turned freely. At this point I either needed a new washer or the old one repaired. I ordered the Hall sensor from amazon and installed it two days later and had a working machine rather wait for Mr ********************** to figure out how to get the correct part. Had the washer been repaired at the end of the second service call I would have been a happy camper not knowing that I had paid for a stator, an un-needed expensive part. Mr ********************** misdiagnosed the problem, made false statements about the motor being stuck/ceased and twice supplied wrong and un-needed parts. They have refunded me $473.81 and I want the remaining $157.84 of the $631.64 refunded to me. At this point I need to say that I'm not an appliance repair tech. but am a retired electrician and know when I'm, being jerked around.

  Business Response

  Date: 03/01/2023

  ************* called Mr ********************** on 2/72/2023 to set up a service call for his ** washer. He was informed that we charge a trip and diagnostic fee of $139.00, plus tax. This fee would be waived if he went forward with the repair. He agreed, and his appointment was set for Feb 2/8/2023. The technician found that the washer was giving a specific code that correlates with the stator. ************* agreed to the repair cost of $631.64, and agreed verbally with his approval. Mr ********************** ordered the needed parts and scheduled the return appointment for 2/15/2023. The return technician inspected the part that was delivered and found that it came incomplete. The hall sensor was not included. He asked for time to contact ** and determine if the hall sensor was supposed to be included. On 2/22/2023, ************* called to cancel the repairs. Our office manager let him know that he would be charged for the trip and diagnositc fee, as well as the restocking fee for the parts that he authorized, and the shipping and handling. This fee is also stated on our invoice, which he read on 2/8/2023 and 2/20/2023. He was told that he would get a refund of $294.25, after restocking, shipping and trip and diagnostic fee. ************* continued to be uncooperative, and Mr ********************** conceded to him. He received a refund of $481.66. The only amount he was charged was the trip and diagnostic fee, which he agreed to pay when he made the appointment. Mr ********************** processed his refund on 2/24/2023. I have attached documents showing the documentation. Mr ********************** has been more than fair with ************* and we will not refund our trip and diagnostic fee.

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19513277
  
  I am rejecting this response because: I did request the service and I did authorize them to move forward with the repairs and I did pay them the requested $631.64. By agreeing to move forward the $139.00 diagnostic fee should be waived and the diagnosis was not correct, the drum was not ceased and turned freely by hand and did not involve the rotor as diagnosed. The 2nd service tech correctly noted the problem to be a position sensor (hall sensor), however when the ordered part came it was the sane as the first incorrect part and I recognized that it would not fix the washer. At this point we needed the washer in working order and Mr ************************ lack of performance made me doubt that they could make that happen in the near future so I ordered the part and fixed the washer myself, I realize that Mr ********************** is out some time and money but I had no part in that process. For those reasons I believe I should be refunded the entire amount paid   
  
  *********************

  Business Response

  Date: 03/10/2023

  The second technician that arrived to install the parts noticed that the stator did not come with the hall sensor. Since the hall sensor was needed, he took the time to call the manufacturer to determine the part number of the hall sensor. When ************* made the appointment, he agreed to the trip and diagnstic fee of $139.00 plus tax. Since he chose not to go forward with the repair, he received a refund of everything EXCEPT the **** and Diagnositc fee. He was charged for the ****, which Mr ********************** made, and the DIAGNOSTIC, which two technicians provided to him. Typically, when a customer cancels a repair that they had previously authorized, as ************* did, they would be charged a restocking fee for the parts. Mr ********************** graciously waived the restocking fee. Mr ********************** will not waive the Trip and Diagnostic fee. ************* agreed to it at the time he made the appointment. Moreover - ************* says he doesn't agree with the technician about the locked motor. Please see the document from **** website that specifically states the "LE error code on the washer's display indicates that the motor is locked, possibly due to a heavy wash load." This is the diagnosis that ************** was provided.

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19513277
  
  I am rejecting this response because:
  Mr Appliance of Olympia statement that ** error code LE means locked motor may be true however when you can reach in and spin the motor by hand you might want to look for other causes. Thais why you call them, they are supposed to know those things. I'm tired of dealing with this company and no longer wish to pursue the issue  and hope others think twice before using them.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/13/2023

  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.

  Two issues with this company: 1. My dryer needed to be repaired. Called Mr. ********************** and technician ******* came out on 1/2/2023 and diagnosed the thermostat needed to be replaced. Said everything else in the dryer was working properly. Quoted a price of $323 and said $40 was for the part. $110 was labor. $150 was the service call. This company claims that the service call fee will be waived if you accept their repair. Based on the cost of the repair, it appears they have not waived the service fee. I should have been charged only $150 total.The company will not give me an itemized bill. Called several times to get resolution and did not receive any return calls.2. Within two days of repair by *******, the dryer quit working. Called company and ******* returned on 1/11 to diagnose why this happened. Now he claimed that the heating element needed to be replaced when he had already told me prior that everything was working fine. It would be an additional $350 fix. I called the company again to get resolution; was denied being able to speak to a manager and was told my money would not be reimbursed even though my problem was misdiagnosed and my dryer still doesn't work.I am wanting a full refund from this company. I have been treated unfairly. The entire process has been frustrating and I expect more from a company than this one delivers.

  Business Response

  Date: 01/13/2023

  Mr ********************** will come to the customers home and provide a quote for the repair of their appliance, after performing a thorough diagnosis. The cost of the diagnosis is $139.00 plus tax. If the customer agrees to the quote, they sign the technicians ipad, as ********************** did. This signature signifies that the customer has accepted the repair. Mr ********************** does not quote their jobs in the manner that ********************** describes. Our jobs are prices as a complete job - all parts, labor, return trips and our one year warranty. After ********************** accepted the repair, the technician completed the repair. ********************* then signed the technicians ipad when the job was complete. The technician collected payment and left. The job was complete and authorized, so there is no reason for a refund. The Mr ********************** office explained this to **********************

• Initial Complaint

  Date:10/04/2022

  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.

  On September 9, 2022, we had Mr. ********************** out to diagnose our broken dishwasher. *****, the service technician was lovely, quickly determined what was wrong with our dishwasher and placed a direct order for replacement parts with ******** ***** quoted me $510.63, which I paid, and he said he would be back on September 15th to fix the dishwasher. My initial reaction to the $510.63 was that it was surprisingly high given the fact that a brand new dishwasher at Lowes or ********** is roughly the same price, but ***** assured me that the replacement part would fix the dishwasher and I was happy to avoid having to purchase and install a new dishwasher. ***** came back on September 15th and spent roughly an hour installing the parts that HE ordered. When he was done, he said those parts didn't fix the problem, and re-quoted ~$400 more for additional parts! We declined, knowing that we could have purchased two brand new dishwashers for that price. I called and spoke to supervisor *********. She told me that the brand new parts ordered cannot be returned "the box was opened" [by their tech], and Mr. ********************** refused to refund me, even despite my reasonable offer to pay for *****'s labor costs. For a company that promises to DO RIGHT by their customers, and warrants their work, her answer to me was "sorry, nothing we can do." I am out more than $500 & stuck with parts I didn't order that didn't fix my dishwasher. I've since had to go purchase a new one. Their website says: "We know that caring for your home can be stressful, so we want you to feel reassured knowing that we take great pride in the work we do, and we make sure its done to the highest standard. Thats why were proud to stand behind our work with the Neighborly Done Right Promise." Nothing could be further from my experience. They mis-diagnosed the problem, ordered incomplete parts, fixed absolutely nothing , and then left me holding the bag. I am in a far worse position than before I called Mr. **********************.

  Business Response

  Date: 10/04/2022

  On 9/8/2022, customer ******* called Mr ********************** to determine the problem with her dishwasher. She said it runs for 5 minutes and then gives an error code. On 9/8/2022, Mr ********************** fit her into the schedule. The technician did his thorough checklist on her dishwasher and determined that the water wall was not moving easily. He called ******* tech support to talk about his findings. They recommended that he replace the motion assembly. Customer ******* agreed to this repair, and paid $510.63. Mr ********************** ordered the parts and scheduled a return trip. On 9/15/2022 the Mr ********************** technician returned to install the water wall. He pulled the machine out removed the failing part and installed the new one. He reinstalled the dishwasher and ran test cycles. Customer ********* dishwasher had additional failings. The Mr ********************** technician again called ******* tech support and was given additional parts to replace. The Mr ********************** technician presented these additional parts to customer *******, and she declined further repair. She then called the Mr ********* office and asked to have a technician come remove the approved parts out of her dishwasher and be refunded. Parts thathave been installed and approved are non refundable. They cannot be re-sold, nor can they be returned to the supplier. The Mr ********************** techncians do not tell customers that repairs will fix their machine before repairs are done. There are many times, such as customer ********* situation, more parts have failed.