ComplaintsforMr. Appliance of Olympia

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  03/22/2024

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

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.  

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our more than 3-month experience with this franchise resulted in them billing us nearly $1,500 in parts and labor across 5 visits to our home, only to ultimately determine our $4,000 refrigerator was irreparable with no solution, refund, or restitution offered. On visit #4 (8/10/22) we paid another $459.19 for a new fan/thermistor based again on the technicians diagnosis. On the fifth visit (8/23/22) he came to install the new fan/thermistor. After testing voltages and confirming things were receiving power properly we still had no working fan/thermistor to cool the fridge. The tech then noticed the pins on the connecting wire harness were burned off - something we asked about and he should have seen on the prior visit. This would have prevented us from even ordering a new part because after he finally noticed this is when he stated our fridge could not be repaired. In other words, we should not have even been charged because if he had seen this the first time we wouldnt have ordered a new fan/thermistor at all. Then management advised him to remove & take back the new part they installed, but still billed us for it. The tech reinstalled the old, broken part back into the refrigerator. When we asked for the part which we paid for and did not have installed in our fridge to be refunded, we were told management will contact you when they have time to let you know IF they will approve a refund. They ran off with a brand new $500 part and won't refund our money or return our phone calls. The receptionists are used to shield management from callers. Under no circumstances have I been allowed to speak with ********* (manager) or ****** (owner). I have called daily to get updates regarding our refund and each time I was prohibited from even talking to ********* or ****** - both of whom knew about our situation as the technician spoke directly to both of them while standing in our kitchen at the time of our repair. I have left numerous messages. No one has called back

  Business response

  08/30/2022

  The customer not have been asked to pay for the warranty replaced board and the fan that the technician did not install. The refund of $444.13 has been processed.

• Initial Complaint

  07/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Not happy with their service! I had two techs come out to try and fix my dryer that keeps crapping out on us. The first tech **** was very helpful. He fixed the heating element and came back to fix the wiring that wasnt installed properly in the machine and was dangerous. But then a week later our dryer seized up again and wont turn on. The first repair was a $645 ****. A second tech called ******* came out. He took voltage readings of our outlets and said it was only providing 15 V instead of 240 V so the dryer couldnt even turn on. So I got an electrician out who did a troubleshoot and foun nothing wrong with our voltage or outlets at all. That was a $248.05 ****. All because *******, the tech, couldnt give an accurate reading of his instrumentation. So they are sending a third tech out on Thursday. Complete incompetence.Local office refuses to refund us for Anthonys mistake after the third tech admitted ******* failed to do his job properly. I could have bought a new dryer for the cost of these repairs!!!! ****** the third tech quoted us $967 to repair three boards in dryer. Yeah I dont think so. We will get a brand new one for a fraction of these outrageous repair quotes! We are seeking to be reimbursed for the needless electrician **** we incurred due to Anthonys negligence of $248.05 and the $645 we spent on the first repair that obviously failed to fix the problem.

  Business response

  07/09/2022

  We received this exact complaint in our office after ******* was at the customer's home. We sent a senior technician to her to determine what else could be causing her dryer's problem. The senior technician determined that her control board was bad. He also had a talk with the main office after his shift on Friday. He let us know that the electrician was not needed. I am happy to send a check for $248.05 to the customer. However, the $641.55 she paid was for the heater module that was diagnosed by ****, and agreed upon by the customer, as evidenced by her own signature on the work order. All quotes are prepared after the diagnosis, and given to the customer. The customer has the choice to move forward with repairs or not. This customer agreed, signed her approval and paid for the repair recommended by ****. That repair was completed. The control board issue diagnosed by ***** is separate and unrelated to the original complaint.

  Customer response

  07/09/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution to reimburse us for the needless electrician visit is satisfactory to me.
  
  Sincerely,
  
  *********************

*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. ↩