Complaints

This profile includes complaints for Mr. Appliance of Columbus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mr. Appliance of Columbus

  1990 Patterson Rd SW Pataskala, OH 43062-9738

• 

  Mr. Appliance of Columbus

  PO Box 57 Pataskala, OH 43062-0057

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  Mr. Appliance of Columbus

  620 E Broad St Columbus, OH 43215-4037

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:11/12/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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. ********************** is the only company in the area trained to service my Liebherr refrigerator. I have had to deal with them on 2 different occasions and both situations have been extremely frustrating. Firstly, the many times I have had to contact them I always have to wait on hold for at least 10 minutes. This adds up to a lot of minutes because Ive had to call them back so many times. Secondly, I have had multiple scheduled appointments where no one shows up during the scheduled window and no one calls to explain. There were also multiple appointments that were cancelled the day of an appointment with little or no notice. They dont do the things they advertise on their phone message that you listen to while waiting on the phone - no shoe covers, no mat, and no communication if theyll be late. Also had one tech that was very disheveled looking and left dirt and grease all over my refrigerator. Waited over a month for parts until I finally ordered them myself and they came in 2 days directly from ********. The last straw was when they came out to replace a hinge and while replacing it they managed to lose a small magnet that controls the interior light and also affects the temperature control. I ordered the magnet which came from ******** directly. This morning I called to confirm my appointment window from 8-10 because I had received no communication from Mr. ********************** about the appointment. They informed my that the tech had something come up and could not come. After complaining about another cancelled appointment with no communication they said he might be able to come late in the afternoon. But this has happened multiple times where they do this and I wait all day and no one shows. So, I called Liebherr myself and they walked me through the repair. I have also asked numerous times for a manager to call me but no one calls me back. It is truly unbelievable that a company can operate like this. I have told Liebherr that they shouldnt be using Mr. **********************.

  Business Response

  Date: 12/18/2024

  Hello, 

  This appliance was covered under the ******** warranty, the parts were covered under the warranty and were shipped directly to you from the manufacture. Any delay that happened from the time that we ordered them and also the time you received them was out of our control and we did contact the manufacture on multiple occasions to see if we could get this to you any sooner but since the parts were on backorder with the manufacture there was nothing that we could do to get this process over any quicker. I apologize that there was no proper communication, the person who was handling this ticket no longer works with the company because we do not treat our customers this way, I apologize on behalf of Mr. ********************** for not communicating well enough and also for the repair taking this long. The next time that we complete services we will definitely make sure it is done in a timely manner and also make sure that our office is communicating with you.  

• Initial Complaint

  Date:07/06/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  - Visit from Mr Appliance on June 25. Unprofessional employee that was on his phone while speaking with us and "guaranteed" that the part for our washer would be available 7/27 and not on back order as the previous experience (took 4 weeks to complete service) as they had previous account issues with the vendor. He confirmed this with his manager as well.
  - We were also concerned with the cost of $670 so said no, and he immediately took $170 off off the cost. We decided to move forward taking his word and discount.
  - Received an email 2 days later stating the part yet agon is on back order and wont be in stock until July 11.
  - I immediately called and asked for a refund. They stated the receipt says no refunds. I said so you don't tell us before payment that there are no refunds?
  - Employee said he would initiate a refund request with that team and he would call me back within 2 days.
  -July 6 I called and requested an update. The manager was very rude and said she will not approve the refund as stated the receipt says no refunds. I asked for refund of the service they didn't provide and she said no and hung up on me.

  Business Response

  Date: 07/26/2023

  Ms. ******,

  Thank you for expressing your concerns to us regarding the
  repair of your **** Dryer.
  The technician was using his iPad to locate the part numbers
  required for your repair and generate an estimated time of arrival. This is so
  that we can get our customers’ appointments scheduled accordingly. The technician
  decided to take $170 off the quoted repair cost for your high-end brand
  appliance as a courtesy, due to your previous experience being unsatisfactory.
  At the time that the technician was in the home, the manufacturer had the part
  readily available to order. The supply availability is always subject to
  change. The order was placed by our parts department, and that was when we were
  notified that they had just run out of stock. We understand your frustration
  regarding this matter. Our goal is always to get the customer taken care of in
  a timely fashion and without needing to set the repair completion date further
  than initially promised. Sometimes this is unavoidable due to the availability
  of the part, and I sincerely apologize for that. The manufacturer worked
  efficiently to obtain the part supply and ship it out as soon as it became
  readily available. The special-order part was non-returnable, so we are unable
  to provide a refund per the terms and conditions of this repair. We still would
  love to come out and get your repairs completed if you are interested. We
  absolutely want to take care of this matter and get your appliance working
  again. Thank you for reaching out and giving us the opportunity to make this
  right.

  Respectfully,

  Mr. Appliance of Columbus