Reviews

Review Details

• Review fromKatelyn O

  Date: 04/02/2024

  1 star
  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.

  Mr Appliance of Strafford and Rockingham Counties

  Date: 04/03/2024

  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.

• Review fromTim O

  Date: 08/18/2022

  1 star
  Simply put we were misled. We had given the company the make and model number of our refrigerator and waited approximately two weeks for a technician to come out. I do not mind the wait I understand that people are booked and busy. However after taking a day off to be home for the technician the technician informed us as soon as he arrived that they do not service LG refrigerators. Regardless we were still charged $140 dollars for a less than 5 minute interaction. I do not put any blame on the technician but rather on the company for not being transparent. After calling the company to express that we felt misled and giving them a chance to make things right I was met with customer service which was simply unprofessional in every sense. Essentially attempting to place blame on us for not knowing what was wrong with the appliance (hence why we had hired their services). The woman I had spoken with was aggressive to the point of yelling while on the phone. I am sorry this is not appropriate by any means. I would consider the exchange of services and the way this company operates as predatory.

  Mr Appliance of Strafford and Rockingham Counties

  Date: 08/19/2022

  Hello in response to this review lets go over some of the facts. The consumer called Mr Appliance as they had issues with the refrigerator, we were told one compartment was not working. The customer was advised of the 130.00 diagnostic fee, (not 140). The technician went out and found the unit needed a compressor and was advised his compressor is under warranty thru LG so the consumer needed to call LG to have one of their servicers who provide warranty service come out and do the service. The office personnel that set up the service does not know what is wrong with the unit so they cannot know that information. You paid for an experienced technician to come out and provide professional advice and let you know what is wrong. If you want the unit covered under warranty for parts you need to call LG otherwise you could pay for the service? I believe we were trying to help not hinder you. He was there for more than 5 minutes as he had to get into the back of the unit to check the compressor and do a temperature check inside the refrigerator. He never stated we do not service LG refrigerators we just do not do their warranty work. You asked the dispatcher for compensation for the visit? We are very upfront about the charge for the visit, and it is also in the receipt that was signed that it is nonrefundable. I am sorry that you are not happy about the service. The technician provided you with the diagnosis and what to do from there. Your comment about our company operating as "predatory" is quite harsh and wrong. Tina with whom you spoke with in the office was responding the conversation you were having with her, and it was admittingly mutual on both sides. That is something that can be worked on, but our practices are upfront, reliable and honest. Tina is not a technician and cannot diagnose your unit over the phone that is why we send a technician to your home.