Business ProfileforMr Appliance of Strafford and Rockingham Counties

Misdiagnosed my machine several times. Spent almost $600 in parts and the same issue is still occuring. They are now advising I need to spend another couple hundred in parts when they are the ones misdiagnosing the same exact problem. Horrible customer service and misinformation given regarding labor warranty as well.

In response. We started this service with this consumer 12/28/23. He paid ****** at that time. He called back and stated it still was not working. We went back out and put in a new part he paid ****** for the part only no labor as we honored the warranty. Our warranty provides we will come back out at no charge for service and we warranty the part we installed. If he needs a new part he has to pay for any new parts. We since have gone back out 3 more times and never charged him a dime and even installed some parts we did not ask for payment for. Now on this last time out the manufacturer is suggesting a new part and the customer has to pay for the part. Again we are not charging for the service only the part. It is his decision if he wants to move forward or buy the part himself and have us install it for 0 dollars. So we are honoring our warranty and we are doing all we can to help him. We did advise at this time he may want to reach out to the manufacturer of the product and see what they may be able to do to assist him. Mr Appliance has spent many man hours on this unit and the customer has as well and we understand his frustration but we cannot pay for his parts and cover the labor both. The parts are the customers responsibility unless the part we installed was defective and had to replace the same part but that is not the case. Our warranty is clearly stated on each order he has been provided. Obviously he is now unhappy with our service so at this point I do believe it would be best for him to call out the manufacturer and see what they can do for him.