BBB Logo

Better Business Bureau ®
Start With Trust®
Utah

BBB Business Review

What is a BBB Business Review?

Consumer Complaints

BBB Accredited Business since 03/29/2010

Mr. Appliance of Salt Lake and Tooele

Phone: (801) 397-3787Fax: (435) 884-3754

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Advertising / Sales Issues0
Problems with Product / Service0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)BBB Closure Definitions
01/17/2013Billing / Collection Issues | Read Complaint Details
X

Complaint
Mr. Appliance incorrectly worded the trouble on my invoice as "worn." It was torn & they would not correct it. I need it for court to sue renters.
I am not disputing payment. I am disputing the wording on my invoice, which the Office Manager refuses to correct. The way it is worded will cause me to lose my court case when I sue the renters who damaged my fridge.

Desired Settlement
I would like my invoice worded correctly. It is absurd for the Office Manager to tell me the job is finished on their end and refuse to correct the wording.

Business' Initial Response
Contact Name and Title: ****** ******, Operations Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: *****@gmail.com

To Whom It May Concern,
Mr. Appliance contacted ****** and explained to her the process that we go through to change an invoice. Our system does not allow for changes to be made to invoices after they are completed with a manager's approval and override. We tried to explain that to ****** initially and she thought we were avoiding her inquiry the manager that could authorize the changes was not available until late afternoon the day ****** called. When we contacted ****** and explained to her that we were willing to make some changes to the wording on the invoice she said that she wasn't going to worry about it anymore. She felt like she had already put too much energy and time into the situation. We explained to her our procedure for handling this situation. Mr. Appliance has taken valuable information and feedback from this situation and has implemented systems to avoid future misunderstandings of this sort in the future. At the end of the day, we feel it was a misunderstanding and poor communication. We did not do a good enough job letting ****** know we would be able to handle the situation; we just needed time, which she did not grant us. The customer service representative that handled the phone call was doing her job like she was trained. She was ensuring that Mr. Appliance remained a neutral third party. Mr. Appliance did not want to get involved in a legal dispute between a landlord and a tenant simply on the choice of a word the technician used to describe a problem he found on a refrigerator. As far as Mr. Appliance is aware the situation has been resolved to the best of our ability. We apologize for any misunderstanding and recognize we had some accountability for the way this all turned out. Again, systems have been put in place and training has taken place to ensure that we will handle these types of situations in a more suitable manner.

******

Consumer's Final Response
Thank you BBB, but this case is not able to be resolved so please consider it closed. I checked the box...no, I do not accept their response, because it was untruthful. If they feel they need to resort to that, so be it.

Industry Comparison| Chart

Appliances - Major - Service & Repair, Appliances - Small - Service & Repair

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.