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:05/01/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 April 9, we contacted the ******************************************* line requesting a technician to inspect a gas oven at our rental property as it was sprayed with a fire extinguisher due to an incident while guests were present. On April 10, a technician arrived and noted in his report: Customer explained the oven was shooting big flames. The fire department came, and the unit was sprayed with the extinguisher. Has a bad regulator, but due to the extinguisher dust, unit is unrepairable as per the fire department. Its important to clarify that the oven had already been disconnected by the fire department the previous night, with the gas line capped. Therefore, no functional testing could have been done at the time of the technicians visit. The diagnosis of a "bad regulator" appears to be based solely on the guests, not any actual inspection or testing was done. During the visit, the technician also used a guests phone to call the homeowner, during which he aggressively insisted that the oven must be replaced. He was subsequently asked to leave the property. Although we received an invoice after the visit, no service report was included. Between April 10 and 12, we repeatedly contacted Mr. ********************** *********, speaking with a representative named ***, but still did not receive the report. On April 30, we contacted the national line again and were informed by a representative that the report should have been included with the invoice. They escalated the issue. Then on May 1, **** from operations at the ********* location contacted us. Rather than addressing our concerns, he accused us of withholding payment and threatened collections. When we finally received the reportover 20 days laterit appeared inconsistent and possibly fraudulent.Given the conflicting reports, lack of proper diagnosis, questionable conduct, and aggressive communication, we find this deeply concerning, it raises serious issues about business ethics, potential fraud.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Mr ********************** quoted me for a new compressor for my fridge and we happily paid. This was October 7th, and we signed the invoice and paid. From that day forward I called once a week to know when my fridge would be ***aired. Every week a customer service *** said a supervisor would speak to me and no one would call back. I chased them down for the next 2 months calling every other day. Fast forward to November, and after probably 30 calls later I finally got a call saying the part was in and they were ready to provide service. I scheduled the first appointment I could. I planned for 9 am and got a text saying they would be here between 9 am and 10 am. After noon I called them asking where they were and a supervisor got on the phone and stated this morning they found the part on its side and it could not be used due to that. I waited 2 hours and the supervisor said she simply forgot to call. After that, she proceeded to say she would discount 100 dollars. I have yet to see my return to my account and have yet to get any updates on my ***air, mind you they still have 1000 dollars from me and 3 months without ***aid. This entire time I've had to chase them down for information when they just took my money and don't care to even call to make it right. All of this is due to a back order part from *******, But Two local companies were able to have it shipped from ******* directly. This is one of the worst companies I have ever dealt with. I even called today to see when i would recieve that money and they stated someone would call me back. I called at 9am and it is now 3pm.

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a 6-year-old ** top of line refrigerator, August 26, 2024 refrigerator not working. I called Mr. ************************** 27, 2024, they told me the compressor was bad, to repair $1115.42 even with compressor under warranty.Sept 12, 2024, I called them and nothing was set up, I paid the repair cost and they started to order the parts.They took the 5 weeks monkeying around with this job and still could NOT fix it.Sept 20, 2024, they cancelled the repair appointment due to fact that their new parts are damaged.Sept 30, 2024 repairs finally started, they changed out the old compressor but could NOT finish the job that day, the techs acetylene tank was empty (poor job preparation). Delayed another day to complete. Waited the required 24 hours and reported to them NO COOLING. Back to rescheduling a tech.Oct 3, 2024, tech states ************* is bad and an additional cost of $394.00 to repair. I was stuck, I just wanted this fiasco to be over, of course they had to order the circuit ******** this point I started asking to speak to a manager or supervisor on several occasions and was blown off, they stated none are available or called me back.The tech changed out the ************* and we waited the required 24 hours, once again reported to them NO COOLING.Oct 10, 2024, now tech states problem is the new ****, which was just put in by them, is bad.Oct 15, 2024, the tech changed out the dryer.Oct 16, 2024, waited the required 24 hours, once again reported to them NO COOLING! Oct 18, 2024 Mr. ********************** tech **** ****** got back to me after a couple days and with an almost laughing attitude, stated they think the problem is oil got into evaporator, and it would cost an additional $700 to have this unguaranteed repair done. I declined the Mr. ********************** offer.I called ** and they stated Mr. ********************** is NOT authorized to work on ***********.

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 07/23/2024 Mr ********************** initially arrived at my home to assess and repair my KitchenAid, In-wall Microwave Oven. The microwave would not activate. An error message on digital panel stated door not closed when in actuality it was. Technician **** assessed that parts needed to be ordered so we paid for the service in the amount of $1012.80. Approx 2wks later parts arrived Technicians were dispatched to complete the svc. The repair consisted of replacing an activation switch, and spring load door arm. For only 2 dys this repair worked. The same problem began. I immediately phoned Mr. ********************** to send the technicians back. An appt was set. On the date of the appointment. The technician did not arrive at the time of the appointment, I phoned them to find out if they were coming. I was told that the technician was stalled on a previous job and would be over in a few few hours. The technician that arrived was not aware of the job Requirements. He seemed confused about why he was sent to assess the problem. He said that we needed to make another appointment for someone else more experienced to come out and look at the door after few weeks and a few phone calls. We received another visit from the initial technician , who stated that Replaced physically damaged interlock switch due to possibly door slamming due to strength of new door hinge, customer understands thats this is a one time courtesy and further physical damages are not covered under warranty. Interlock switch is intermittently engaging, it does engage when door is held. Door is wiggling now possibly due to the same cause if switch damage. we waited a few weeks again, we were left without any communication. I made several calls requesting follow up to no avail. Finally, the call I made on 10/ 1. I received an email stating that the technician is still researching parts. To this date, 10/25, I have called and left >6 with the answering service, 3 stated that they would escalate my request to supervisors.

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This complaint is in reference to work order# ******** that was filed with Old Republic Home Warranty who contracted with Mr. ********************** to repair our Dishwasher. This repair order began in February 2024 and has not been resolved at this time. The repair company requested certain parts be ordered to complete the repair. Between February 2024 an April 2024, Mr. ********************** dispatched two technicians to repair our Dishwasher after receiving authorization from the home warranty company to order and install parts required to repair the dishwasher. After successfully installing the part, the dishwashers functionality failed to improve. Mr. ********************** then proceeded to request authorization from Old Republic Home Warranty to order another part to complete the repair. Between April 2024 - July 2024, Mr. ********************** sent two technicians to our home to install the latest parts that had been ordered and authorized by our home warranty company. Upon completing the repair visit, the technician concluded another part needed to be ordered. One of the technicians they sent during this period left our dishwasher in worst shape than it was before the original issue began and further damaged the unit in our opinion after working on the unit for more than three hours. He did not seem like he knew what he was doing. It's now July 25th, 2024 and the dishwasher is not fixed. Mr. ********************** has failed to follow-up with us to keep us informed and failed to provide Old Republic Home Warranty the information they need according to their procedures to help us complete this repair in a timely manner. I am still working to resolve this matter with the ********************* at this time. The total parts and labor costs will have exceeded $1700 according to the home warranty company.

• Initial Complaint

  Date:10/03/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 am the property manager. PROBLEM: Frig not dispensing ice or water, and food in upper section freezing. Tech Kevin came out on/around Jul 19, 2023 to diagnose problem. Solution was replace water valve, door gasket and fan. Parts ordered and replaced for $866.32. Problems unresolved. Request for more experienced tech was made. Tech Rick came out w/Tech Kevin on/around Sep 8. His solution was replace main board assembly, replace two water valves and keep unit turned off 48 hours so water line, which he believed was frozen, could thaw out. Tenant did as instructed. On/around Sep 13 they returned to install the main board and replace water valves for $520.77. Tenant again instructed to keep the unit turned off for 48 hours. Tenant kept unit turned off for 60+ hours. Problems still not resolved. Tech Rick kept insisting tenant not keeping unit turned off as instructed. Meanwhile, because problems ongoing for two+ months, tenant purchased small $249 frig to keep food from freezing (copy of receipt attached). On/around Sep 18 techs returned. Frig still not dispensing ice/water and food still freezing. Again tech Rick insisted tenant needed to follow instructions and keep unit turned off 48 hours which tenant again did. Problems still not resolved. On/around Sep 21 recontacted Mr Appliance and asked for refund but was told refund could not be issued because parts already installed. They also refused to come out for the same problems a fourth time unless an additional service fee was paid. Mr Appliance claims to have a "Fix It Right the First Time" guarantee that was not honored. After three attempts, they didn't/ couldn't fix any problems. The solution was always buy more parts (seemingly on a hit or miss basis) or insist tenant not following instructions. Landlord has already purchased a new frig and disposed of old. Landlord would like a refund for all the parts she erroneously paid for..... obviously the replaced parts were not the problem.

• Initial Complaint

  Date:08/31/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 called Mr Appliance as a former customer to have them fix my wash machine that quit spinning. The repairman claimed he made the repairs after I paid for parts, service call, and labor. When I arrived home about an hour or so after he left claiming the repair was done and the machine was working. I called the company because he still would not spin. They were going to have the repair come back, but he claimed he was sick and they sent another tech to check out the machine. He claimed he needed another part over hundred at my expense. I refused because my agreement with them was to have the machine repaired to spin. They did not do that even though they quoted the repair and charged me for work. I spoke with a manager Nicole who said she would contact. Me with some resolution and never heard back from her or the company. I finally bought a new washer for 582.00 because I never heard back from the company and needed to do laundry

• Initial Complaint

  Date:02/09/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We first contacted Mr. Appliance on Jan 3rd to repair our fridge which did not hold cold temperature. They came out that same day and found three issues. They thought Thermostat needed to be replaced and they also decided that Door and Ice Chute needed to be replaced too (without any type of testing per the tenant who stays in the property).
  
  They ordered the parts but the Thermostat was on back order and we waiting for about a week with no update on the part. I was told that the part is on back order still with the manufacturer. In the mean time, my tenant had to stay in the property without a fridge having to store his groceries at a nearest ******. I decided to take matters into my own hands and found the part at a nearby store. I called them and while at first they refused to get the part from there, they did order it the next day.
  
  They came in on the 13th of January and at first the fridge started to cool but 1 hour later the problem re-appeared. The next day another technician came in and said that the original diagnostics was not properly done and that there is an issue with a freon frozen. He told me that it probably doesn't make sense to invest any more into the unit as the next step would cost $469 for testing any leaks. I agreed and started shopping for the new unit. Next day they offered to come in and do this test for free. They said everything should work now but when my tenant came in, the same issue was happening - the fridge was beeping with the H1 code (same as the original issue). When I called to report this to Mr. Appliance they told me that the unit needed to be turned off for 24 hours which the tech didn't inform anyone (he supposedly called me but left no voicemail). Now, we don't even have the fridge as we have a new one but I am looking to recover at least some of the charges I incurred. In total, I paid $534.30.

• Initial Complaint

  Date:01/26/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 January 5, 2023 we had an appointment with Mr. Appliance to come and diagnose an issue with our dryer because it was omitting an odd smell (fishy). They diagnosed the issue as the heating element being faulty and recommended that we replace it. We moved forward with the replacement on January 10. A few days later when we ran a cycle, the smell was not gone. I contacted them on January 15 to come back and they were not able to give me an appointment until January 24. The technician who came on January 24 was still not able to correct the issue. I contacted the company twice on January 24, asking a manager or a decision maker to call because I felt that a refund was owed for the service we paid for on January 10. On January 25, I called four times, asking for a manager and nobody called me back. I sent an email (see attached) asking that the full amount for the services this company provided be refunded given that both the diagnosis they provided as well as the replacement they made did not fix the issue. The cost for the diagnosis was $126.74. The cost for repair (replacing the heating element) was $318.34= total $445.08. They finally called me back on 1/26 and told me that the best they could do was refund the part they replaced ($162.91+tax =$174.13). I find it unacceptable that I have to pay for both an incorrect diagnostic fee, and labor for a repair that did not fix the issue we originally contacted them about. They said they are processing the refund for $174.13 but I think it's only fair that another refund of $270.95 be issued for the remaining fees they charged.