ComplaintsforMr. Appliance of Delaware and Newark

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My stove light shorted on 4/9. I called Mr. Appliance & scheduled the soonest appointment 4/12. Tech arrived as scheduled & verified the problem. They did not carry the part & there was no temporary repair he could do to leave the stove/oven operational. Part per him cost about 45 alone and with service cost would be 320.71. 4/16 I get a call that they received the part & were wanting to schedule the repair. Due to work we couldn't schedule till 4/19 & received attitude for this. 19th an hour prior to our appointment window I receive a call where they said the part hadn't come in. They said they would schedule once they had an update on the tracking. 10-20 min later I got another call where they opened with "so I hear we need to order you a stove switch". After reexplaining the situation the worker put me on hold to look at my account. When she returned she explained that she was mistaken because she just got into work. I then asked for an explanation as to the situation & she said she had to contact the head office & get back to me but that the 1st part never arrived so they reordered it & it was supposed to arrive today but didn't. 4/22 their justification is that they schedule based on the shipping data. I then pressed that I missed a day of work because of their protocol. I was guaranteed that I would be called Thursday by this employee if the part did not arrive so I scheduled for the 26th. 26th tech arrived & after sitting in his van for about 5 min he explained that they had received the wrong part & that he would reorder the part today & they would try to have it on Tuesday & do the repair hopefully then. I requested a full refund as I had missed 2 days of work, had been without a stove/oven for almost 3 wks, & they were wanting me to miss another day of work. He told me to contact the company. So I did. The company is saying they will refund all but the service charge. I am requesting full as I went with them & they are failing to complete the service.

  Business response

  05/03/2024

  It is our goal to provide each of our customers with quality and quick repair service. In this instance we were at the mercy of mistakes due to a parts supply issue. Unfortunatly some of this, like being sent the wrong parts and shipping delays, are both out of our control. As this does not happen often unfortunately it did happen in this instance.We reordered the part as soon as we knew so that we could try to get service completed as quick as possible. We did this to not further delay service and this was something that we could control, getting the part reordered right away in hopes it would not cause futher issues. Though this was out of our control, we do understand that when there is a parts supply mistake it can be very frustrating. We are happy to cancel the repair for the customer as requested. We will, and have alreay, refunded the customer the entire amount for the repair. The customer only paid for the diagnositc fee of the unit, and the nonrefundable shipping charges (only one, we paid for the ones that were a mistake). This has been fully processed on our end. We apologize that the supply issues caused unnecessary frustation so that we were not able to complete the repair for the appliance. 

  Customer response

  05/04/2024

  Your claim of it being a shipping error is incorrect. Your company told me on 4/16 that you had received the part and wanted to do the repair that day which we could not due to work. We then scheduled for 4/19. An hour prior to arrival I received a call saying the part had not arrived. Then 20 minutes later I received a call saying they were calling to order the part. 4/22 I then got a personal guarantee from a representative of your company that if the part did not arrive on the 25th I would be notified. 26th your repairmen stated he ordered the wrong part. Ordering the wrong part is not a shipping error and failure to verify you received the correct part is not a shipping error.
  

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We called Mr. Appliance Delaware / Newark, to see if they could send someone out to service our refrigerator because the ice machine hadn't been working. The fridge we own is less than 3 years new and we purchased this fridge when we built our new home. The tech came out Wednesday 11/23/22 and said we needed a new door that had the main controls in it, and that would be just under $700 to purchase. While he was here messing around in our fridge, he ended up breaking the water service we had so now the ice machine and the water line were broken. He said nothing else would be problematic and they would let me know when the new door arrived to their office. We woke up Thanksgiving morning, less than 24 hours later, to spoiled food and a broken fridge. When I finally connected with *** the manager, he told me this was not the fault of his tech. I asked for my money back for the new door and money back for the food we had to throw away. He said he will refund my money back for the door "sometime" but that was it.

  Business response

  11/29/2022

  Hello,  This repair has been cancelled at the customer request and the customer's credit card has been refunded.

  Customer response

  11/29/2022

  Hello – I wasn’t sure if anymore pics where needed because *** the manager at Mr. Appliance knows our fridge broke but says his tech did nothing wrong even though our fridge was less than 3 years new and was working fine until his tech dismantled the wires.  But this is what we are using now in our garage until the new fridge comes in that we had to order.Thank you for your help ~

  Business response

  12/13/2022

  The repair was refunded in full as requested. Customer only paid for agreed upon diagnostic fee upon scheduling. No additional charges. 

  Customer response

  12/14/2022

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  08/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mr. Appliance came out to the house to look at my refrigerator that was not cooling properly. The techs looked at it and said the compressor was hot, took temp in fridge and said yep it's not cooling the fridge. Then proceeded to tell me that the because of the age of the fridge they needed to replace compressor, condenser, evaporater seal, heat exchanger, filter dryer, and Freon. Basically rebuild it. Cost would be $4776.52 + tax. I paid them $119 for the service call and diagnosis of the problem. I decided to have someone else come out and take a look at my refrigerator. I explained what was going on the tech who came out, he immediately went to the freezer, took out the icemaker, took out the back panel and said it was the fan motor. He said he had one in his truck, gave me a price of $277 and fixed my fridge in no time. I emailed Mr. Appliance and asked them if their quote included replacement of fan motor, and they replied no it did not include replacement of fan motor.

  Business response

  08/24/2021

  Hello,

   

  In July of 2021 we were asked to diagnose *** ********* GE fridge. Our tech tested the temperature of the unit and found it not cooling enough in the fridge nor the freezer upon arrival. The tech then proceeded to diagnose the unit by evaluating the sealed system compressor. The compressor was running at 140* which is significantly hotter than it should ever run. All fans were working at time of diagnosis. It is our professional opinion that this compressor is failing and the unit needs a sealed system repair which includes the compressor. We quoted the customer for this repair. The repair estimate was declined and therefore she was only charged for our diagnosis. 

  The customer, at a later date, had a different company out who we are not affiliated with and do not know. They allegedly repaired the unit by replacing an evaporator fan. At the time of our diagnosis, the fan was working as it should, therefore we did not quote for a fan. We also stand behind our sealed system failure diagnosis. It is possible the unit will intermittently cool as the freon is still in the system. However, as the compressor fails, it will eventually stop cooling all together. 

  This customer was charged for a diagnostic fee for our tech to come out to evaluate her unit only. We found the unit to need a sealed system repair and we stand behind that diagnosis. 

  Customer response

  08/24/2021

  *** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** ***********  ********** ********
  I am rejecting this response because: the technician never checked the fan. It was the compressor that was working fine, the refrigerator wasn't cooling because the fan was failing and not cooling the compressor properly. I want Mr. Appliance to return my $119 diagnostic fee because the incompetent technician NEVER checked the fan. 
  ******** ***** *******

  Business response

  08/24/2021

  Hello,

   

  I understand that you do not agree with the diagnosis. I understand you paid someone else to look at your unit and they replaced and evaporator fan (according to the receipt you sent us). I understand that the unit seems to be cooling better now. None of this changes the fact that the compressor is working too hard and is overheating. The compressor is moving the freon through the system, for now, but will stop, inevitably. Therefore the sealed system will need repaired. 

  *** ******* stated. " the refrigerator wasn't cooling because of the fan was failing and not cooling the compressor properly." The second opinion company that was out(according to the receipt sent to us) replaced the evaporator fan. The evaporator fan does not cool the compressor. This can be verified through any certified technician. 

  There are no facts present to indicate that our tech did anything wrong nor was the unit misdiagnosed. The receipt from the other company does not align with the opinions that Ms Johnson is giving. We are certified appliance repair technicians and in our professional opinion, there is nothing to indicate that a refund is due. 

  There will be NO refund as the customer was only charged for the diagnostic fee that was agreed to at the time the appointment was scheduled. 

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