Complaints

• Initial Complaint

  04/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had some issues with *** they told me to hire an appliance company to look at our appliances. I contacted Mr. Appliance and on March 8th received a quote on the price of travel and service to come out which was suppose to be $246.00. I sent that to ***, was approved and received a check from *** for the amount of $246.00 to pay Mr. Appliance to come out. March 22 , 2022 Mr. Appliance came to look at my stove and refrigerator. The service guy told me the charge was $99.00. I told him that was wrong the cost should be $246.00 which was what I was told by Mr. Appliance. Next day Mr. Appliance sent me a copy of my receipt showing incorrect payment amount. They showed I only paid 226.00 and still owe $99.00. I called and explained the wrong amount and asked when I would get an estimate on the repair costs. I was told it would have to be redone because it was incorrectly wrote out and I would receive something by Friday the 25th 2022. Friday came and went. Monday the 28th of March 2022 I called Mr. Appliance back and was told they would send me a correct receipt but it had to be mailed. So I waited and received the receipt which was corrected on the amount I paid. On April 6th 2022. Mr Appliance called me and explained they had my final receipt and costs for repair but that I owed a balance of $80.00 and until I paid that in full they could not send me any of the new repair costs. I explained to them what I have told you and they said until the $80.00 is paid I would not receive this paperwork. They are not a respectable business and I do not feel I owe them for their lack of incorrect business practice. This company is not reputable and my husband and I should not be charged because of their mistakes. They have caused me to be sick from their aggravation. I tried to send the voice conversation but file is to big. My last conversation with Mr. Appliance I recorded.

  Business response

  04/11/2022

  We were contacted by this customer on March 18th to book an appointment for her Frigidaire refrigerator at her home in *********** WV.  This is out of our area.  When told this the complainant advised she had spoke with someone previously and had a quote of $89.00/hr plus $1.00/mile travel time port to port.  The complainant stated it should be around $246.00.  

   The technician did go to the home and did not do the paperwork correctly.  Due to zero cell phone service at customers home the technician was not able to contact office for support.  The technician did enter the wrong check into the complainants work order for a different amount. This resulted in showing a larger balance than customer actually owed.  This was fixed from the office with the correct check for $246.00, leaving a balance of $80.00.  

  We contacted the customer about the balance and she stated she felt punished due to us not providing paperwork until the $80.00 was paid.  This is not a form of punishment, rather a control to receive the money we are due.  Of which the customer was aware of prior to coming.  We take no responsibility for the complainants assumption of charges, and further reiterate the customer was aware of the charges prior to the appointment.  

  If required or desired by any parties involved we also have recordings of all calls from customer and will be happy to provide upon request from BBB.  

  As a resolution Mr. Appliance asserts we are entitled the remaining balance of $80.00. Due to the breakdown of mutual understanding, and the damage this complaint has caused between the parties, Mr. Appliance will be writing the $80.00 off as bad debt.  We will notate this customers account as to never return to the customer.  

   

*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. ↩