ComplaintsforMr. Appliance of Delaware and Newark

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mom Aug 19, 2024 I called Mr Appliance to repair fridge. 1 hr later advised I needed a new mother board. $772.09 paid No mention of restocking fee. Tues Aug 20 I called and canceled Mother board. Fridge went back to 38 degrees **** “we had to order Mother board. It won’t be in till 8/23 or 8/26. Let’s not cancel it as you may need it. We’ll call you when it comes in.” No mention of restocking fee. Fri Aug 23 I called, spoke to **** to let him know we bought a new fridge. **** “The mother board came in the day after we talked.” That would have been on Aug 21 He never called to let me know. **** “By the way, there’s a restocking fee, so you’ll be charged $300.” I asked to speak to the manager. **** “I’ll have him call you. “. Mon Aug 26 I called and asked for manager. Female to message for him to call. Wed Aug 28 Manager has never called me. In fact, once they got their money, no one has ever called me, not even to let me know the mother board came in. I called and spoke to ****. I asked for the manager to call me. He advised I was refunded $452.98 The service fee was approx $200. I ***’t contest that. The restocking fee was approx $120. They should have canceled the order when I asked the day after the servicemen came out. Had they told me on Aug 20, when I called to cancel, that there was a restocking fee, I would have insisted that they cancel it. ****, at Mr Appliance, strongly suggested to wait until the part came in WITHOUT mentioning the restocking fee. When confronted with his negligence, he stated “I have it here in my notes that I told you about the restocking fee.” He did not. I would never have agreed to have the part come in knowing I didn’t need it and that I would have been billed a restocking fee. All I request is refund of my restocking fee. If they want, I will pay a reasonable shipping fee to return it. Thanks for being there. *** *********

  Business response

  09/09/2024

  The ********* decided to cancel their repair after we had received the parts. In order for us to return parts we have to pay restocking fees. Since the customer cancelled their repair they were charged the original diagnostic fee and the restocking fees. They were refunded the remainder amount on 8/23/2024 which was 452.90. they called us several times and threated us over the phone. We have these calls recorded. I cannot help that the supplier charged restocking fees.

• 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.
  

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