Complaints

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *Our refrigerator had an issue where it would cool down and then stop cooling altogether until there was a hard reset.*The initial service call 2/7/24 was for a diagnostic. I could either pay for the repair or the diagnostic. If I knew it was only a thermistor, I would have just replaced it myself, which would have cost less than $200 for parts and service.*During the initial service call the technician said he was 99.9% confident that it was the computer.*He walked me through his thoughts & pointed out the fan unit was performing normally after the hard reset. That told him that it wasnt the fan relay switch or any other part of the fan. He said the problem was before the fan complex and assumed it was the computer with a confidence level of 99.9%*Replacing the computer did not fix the refrigerator *The tech left the computer saying it was standard practice to leave parts after service.*The 2nd service call was 2/19/24 *The technician performed no additional diagnostics before or during the visit to indicate the fan was faulty. He came with a unit in hand and only replaced the fan.*During the fan replacement, the technician threatened to walk out on the repair as I was asking questions about his work.*I indicated that I could test the initial repair by swapping in the old computer.*The tech took the old fan with him, preventing me from verifying the the repair. He also asked for the old computer which I did not relinquish.*The refrigerator still did not work after the 2nd repair.*The 3rd repair was 2/23/24.*During the 3rd repair, I heard the ******* support line scolding the technician for not performing a diagnostic test that he recommended that involved putting the unit in an emergency override and observing the frost rings. The technician indicated he did not know how to perform this test over the phone *To my knowledge, that test was never performed.*After the 3rd repair, the refrigerator was fully functional *This process took over 2 weeks, causing us to spend significantly more money eating out rather than cooking at home.*The computer cannot be returned, both the fan and the thermistor are returnable parts, the computer was the most expensive of the three

  Business response

  04/15/2024

  We're sorry you aren't pleased and for any misunderstanding about our process. It's important to note that we charge by the job, not for parts and labor. It's part of our standard to explain this to every customer when they book an appointment, and we also always provide a one-year warranty on our work, which is above and beyond what our competitors offer. We understand that our team quoted *********** and that you approved it before we started your project. When you informed us after our repair that you still had an issue, we returned as soon as possible to correct the issue for you. Our business is an authorized ******* service provider, and we have over 40 years of experience in the field. We are transparent and upfront with our pricing structure, and it's important to note that you were under no obligation to accept the repair. We hope this clarification is helpful, and we encourage you to call us directly if you have any questions about the service we provided.
  Mr. Appliance of Huntsville

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On *****-2023 a technician from above came to my house for an ice maker problem with my refrigerator. He said ice maker needed to be replaced and he would be back with a replacement on Monday 11-06-2023. Heard nothing on Monday called the business on Tuesday morning and was told by them would email their parts ***** and call me back shortly never heard back. Called again Tuesday afternoon and was told they would call their dispatch ***** and have them get in touch with me. Never heard back. I paid this company $224.00 on ***** which was 1/2 the total for a new ice maker. I need your help in getting this matter resolved.

  Business response

  11/08/2023

  You selected the wrong location for your complaint. 

  Business response

  11/08/2023

  Mr ********************** of Huntsville is an independent owned franchise and serves the Huntsville ******* area. This franchise only serves customers in the Huntsville area and not *********** per our contract. Please contact your local Mr ********************** for resolution. 
  thank you. 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Mr. ********************** was given two issues to fix my ice maker. They fixed neither, charged me $490 and left my unit not reassembled. After many calls, complaints, and two days off work to deal with them, they didnt show up as promised to fix my machine. Additionally, they refused to let me speak with the manager or owner. Only after filing a complaint on their website, did they called me immediately and were very unprofessional, refusing to finish the repair and offered to refund my money. They hung up on me and when I would call back to try to get to a manager, they repeatedly hung up. This business is not reputable, responsive, professional, and is not qualified to perform services they advertise.

  Business response

  07/05/2023

  While we appreciate the opportunity to provide you with service, we do not tolerate abuse of any kind toward the members of our team. We kindly negate the allegations you have put forth, as you subjected our staff to a barrage of verbal abuse. It is within our right to cancel your service, and we have already refunded you for the work we performed. We hope you find the right appliance assistance. Thank you.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 13th, I had a technician come to my house to diagnose my washer thats not working. At the end of his 45 minutes in my house he only tested one item (drain pump) and said I wasnt getting enough voltage to it and the entire control panel needed to be replaced. Against my Better judgement I purchased and replaced the control board on my own and washer still did not work. After doing my own research and working on it myself after this, I diagnosed the problem as a faulty wire harness. I replaced harness for $30 dollars and washer works like it was brand new. I called requesting my money back on the service. $125 dollars. And they wont refund me. Because of them not doing their job properly, Im now out $325 dollars for something that shouldve technically cost $155. ($125 service+$30 harness.) I cant return the $200 dollar control board because I purchased it from ********************* appliance and they dont accept returns on electronics. So Im out that $200. All Im asking is a refund of my service because I dont feel as though any true work was completed, as I ended up diagnosing and fixing the problem myself. I would like a refund of $325 dollars for the service and the fact that I was told it needed a $200 dollar control board. But at a minimum, the service fee

  Business response

  04/17/2023

  Thank you for the inquiry.

  We do not have a record of you calling us about this matter, but our Office Manager **** is attempting to contact you. She has left you a message.

  We would have been happy to have assisted had just let us know there was an issue. We have many ********************* in your area and could have given you a second or even a third opinion in a case where you were not confident with the diagnostic of the technician. Please contact us so we may be of assistance. 

  Thank you. 

  Customer response

  04/17/2023

   
  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.
  
  Sincerely,
  
  ************************

   

  I would also like to note that I called the wrong location and not the Huntsville office. Ms. **** was EXTREMELY professional, kind, and listened to my concerns. She immediately offered a refund and was sorry how everything went down. I apologized to her for calling the wrong store yet leaving a complaint on Huntsville when no complaint was needed. She was super helpful and gets 10/10 from me. 

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Started in May. Company has dragged out process. Ordered wrong part. I have paid $135 as deposit. Finally put right part in but didn't ensure it work. Company refused to have supervisor call. It took 7 weeks and us contacting the company 6 times then work was sub par. Glin the technician lied on the work order stating he set clock and ensure oven worked. He did neither. Office manager believed Glin over my still non functioning stove.

  Business response

  07/05/2022

  Thank you for the inquiry. To date our records (And the records you provided on this complaint) show you have not paid our company anything. 

  A manager, Jeanine, has spoken with you multiple times. We have offered to send a different technician out to resolve your issue but you told us to no, you bought a new appliance. 

  We are more than happy to send another technician out to resolve the issue should you desire. If not, again, you have not paid our company anything to date. 

  Thank you

   

*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. ↩