ComplaintsforMr. Appliance of Mentor

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the dryer is under warranty and the guy came out to fix it he asked me to put a new pipe for the vent i did that and connected to the flex pipe and clean it out . then he come out to look at the dryer and he Diagnosed it wrong 2 times he thought it was the thermostat that not the problem at all the dryer will not start so its the button the start switch needs replaced the repair man was supposed to come back today 1/11/24 but he will not help fix it he keep putting washers in the switch and it keeps falling out so are dryer still does not work the repair man said he could fix it he lied and the lady on the phone told me to * *** and hungup on me i would like some help here ..... please i have a gas dryer and its a hot point

  Business response

  01/12/2024

  We have made several repair attempts on this unit. We did not sell the unit to the customer, we are a servicer that repairs units under warranty thru GE. The venting needed replaced because it was causing poor air flow and is what caused the thermostat to fail. We DID replace the start switch, and our tech was able to start the unit and test for heating when he was in the home. We never billed this customer, all of our trips out are billed to Ge. Our tech was able to start the dryer and test each time he left the home. I did advised for them to contact GE/Hot Point about their issue. I did not tell her to * ***, it was the other way around. We do not use that language in our business or office. Her complaint is really with the appliance itself. It has a very poor design of a start button, but we just repair. No monies are due the customer from our company.

  Vicki *******

  Mr Appliance of Mentor

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Mr. Appliance on Jan. 14, 2022. A tech came and performed a repair costing around $330. I contacted this company again on May 16, 2022, because the same thing was happening. A tech came and accused me of leaving the refrigerator door open thus causing the issue. After further examination, he diagnosed a problem that resulted in a cost of over $1000. He claimed that this issue had nothing to do with the repair in January and was therefore not under warranty. On June 28, the refrigerator was doing the same thing again. Not staying cold. When the tech entered my home, he again accused me of having left the door open, and going on about humidity. I told him that a few weeks prior the heat index was 103 and it was 90 degrees inside the condo. At that time the fridge was working fine. I had since replaced the AC and the temp has never been above 74 degrees. But now, the problem is humidity? I asked if he was going to check the parts that he put in six weeks prior to make sure they were working correctly and he refused. He stated that the door gasket was bad. He said that he could flatten the gasket with a heat gun, but doesn't. He leaves after telling me that the part was unavailable. The next morning, June 29, I received a call from Vicki ******** who informed me that the gasket was unavailable, then she very flippantly told me to go shopping for a new fridge. The next morning I received an email stating that they were searching for the gasket. I phoned that afternoon asking for an update before I went shopping. She said that she would get back to me within an hour. She did not. On July 6 I asked for a refund of the $1000 repair. She refused. I felt it was unethical to ask a customer to spend $1000 to repair an older fridge without being sure that nothing else was wrong with it. I am also not convinced that the gasket was the problem. I believe that he was looking for anything that could possibly negate the warranty of the May 16 repair.

  Business response

  08/09/2022

  On Jan 12th, 2022, we were contacted by Ms. ***** requesting service for her fridge that was not cooling.  On Jan 14th, our tech diagnosed unit and found relay overload no longer starts compressor, only fans are running on unit. Needs relay overload. install part and unit tested to be running as it should. 

  On May 15th, 2022, Ms. ***** called in requesting service again for unit not cooling properly. Our company does offer a 12 month warranty on repairs we make. The issue found 4 months later was unrelated to our repair made in January.  On May 16th, our tech diagnosed and found an iced evaporator coil .Defrost controls checked okay .note-l manually put the unit into defrost and found no power at the heater. Also evaporator fan motor is pounding and vibrating. Customer was okay with the estimate.  Defrosted the evaporator coil, removed and replaced evaporator fan motor, main control board .Unit checked and tested Okay.

  On June 28th, 2022, Ms. ***** contacted us requesting service for her fridge again, stating  fridge- freezer at 7 and fridge at 50 degrees. We dispatched our tech the same day. Found unit had frosted up and fans were not running properly. He did advise that with the high humidity and possibly a door left ajar, that could cause this issue. Was not accusing, only stating the causes for the issues. At this time he inspected and did find door gaskets were failing, not keeping a tight seal, that causes warm air to enter the fridge, also causing frost build up that then causes unit to warm up. The door gaskets are now discontinued from the manufacturer. This we have no control over.

  All previous service visits, we had no reason to look at gaskets, because each time, we did find parts that had failed causing the issue at the time. No frosting up issue was noticed until our last visit in June. I did try every source i have to find the gaskets, even reached out to our GE service manager, but none were to be found.

  We did nothing unethical as far as these repairs were concerned. We are denying request for refund.

   

  Vicki and John *******

  Mr appliance of Mentor

  ell us why here...

  Customer response

  08/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The response does not address the issue that asking a customer to spend $1000 to repair an older refrigerator without first doing an inspection has not been addressed. That is not good customer service. The business owner states that there was no frosting up until the last visit, when in the previous paragraph that is exactly what is stated. The symptoms were exactly the same on the last two visits. The fact that I requested that the tech check the parts that had been installed in May and he refused is also not addressed. 

  This is a shady operation. The tech also stated while in my home that he looks until he finds a problem then stops. I can only assume that he has been directed to take this course of action by the owners. He was very accusatory during both visits. The owners cannot speak to this because they were not present. 

  I very much hope that this complaint will be made public on the BBB website. No one else should have to be a victim of this business's poor ethics and morals. My opinion is that they are only in it for the money, and don't care about their customers at all. I am very dissatisfied with the work they performed. Not to mention that they have a Neighborly Promise posted on their website, which states a commitment to customer service. 

  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *****
  
  
  
  
   

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