ComplaintsforMr. Appliance of Sioux Falls

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  January 13: Mr. Appliance came to clean the dryer vent, which goes up through the roof. They were also supposed to fix a part on the lint trap, in the dryer. Ivan showed up, did some work, and stated the vent was clean. He said he needed to order a part for the lint trap. I was charged $***. January 17: Ivan returned with the part, fixed the dryer, and stated the dryer was able to be used. I tried to dry a load of laundry that night and discovered the dryer still did not work. Ivan stated he broke the part. Ivan stated he would deduct from my bill as he wasn't able to fix the lint trap. I was informed I could use the dryer. It would only run about 10 minutes and then shut off. Mr. Appliance was contacted about the dryer not working. January: Joe showed up to look at the dryer. He said the vent was blocked, it was not open. Due to snow, they couldn't clear the vent that day. A nylon was put on the dryer vent so that it could be used. We were to call when the snow melted off the roof.April 6: Mr. Appliance was contacted to finish clearing the dryer vent. Sani came out and stated the roof was still frosty, they couldn't do anything at that time. They would contact us when it was warmer and they could come clear the vent. April 2023: Sani came and cleaned the vent. During this process he went through 2 other vents as he wasn't sure which one it was. He was heard clearing the vent in my bathroom. We explained the lint trap was broken. He ordered another part. He came a couple days laters to install it and realized it was the wrong part so he ordered another one. When this part came, Sani came and fixed the part. Sani said everything was good to go. The adjustment to my bill was never made when they said it would. I also had to ask several times to get a copy of the original bill. The lint trap busted into several pieces after being used about 4 times. The vent in my bathroom now is not working. We attempted to call the owner several times, no return call was received.

  

  Business response

  05/12/2023

  Invoice *******

  1st Trip. 1/13/2023 Ivan found the lint screen was broke and the vent needed cleaning. Parts had to be ordered.

  2nd trip. 1/17/2023 Ivan Fixed housing filter and glide, Vacuumed and cleaned the internal dryer cabinet. He replaced parts Filter cover, Filter guide, flex vent hose, and clamps. Quote for the work was $****** before tax, tax was $*****. Grand Total $******

  Invoice *******

  Customer called back letting us know the repair did not work and the Tech broke the same part he installed. We assured the customer all the work here at Mr. Appliance is guaranteed and we would send a technician back out.

  1st trip. 1/19/2023 Joe went out and found the dryer vent Ivan had cleaned was blocked with the snow on the roof and that the vent was now dirty again and would need to be cleaned with the long range 175 PSI air jetting tool. Due to the snow on the roof and safety concerns that roof vent could not be cleaned until the snow melted on the roof. He did make sure the dryer was set up with a sock on the pipe so the customer could still use the dryer while we waited weather safety improvements. (Free of Charge)

  2nd Trip. 4/06/2023 Sani went out to clean the vent because the customer had called in stating the roof was now ok. Sani found the roof still frosted up so we rescheduled the customer. (Trip out Free of Charge)

  3rd Trip 03/17/2023 Sani returned and cleaned the roof top vent, since the ice and frost had melted. He also was informed by the customer about the parts that Ivan broke. We found the parts where the same ones Ivan had changed so the customer was informed that they were under warranty and we would replace for free. Had to reschedule the trip since the nearest parts were in a different state. (Trip and the cleaning was Free of Charge)

  4th Trip on 04/19/2023 Sani returned with the new parts but had found the parts where not the correct ones. He called parts manager and the parts manager found the manufacture had mislabeled the correct parts number on the CAD and the ones ordered were not correct. Management used the casting stamps on the pieces of plastic to cross reference the correct substitution parts. Job was once again rescheduled due to parts being in another state. Parts Usage/// Cover Guide and Cover Filter. (No Charge to Customer)

  5th Trip on 04/24/2023 Sani returned with the new parts. The parts worked and the issue with the new parts Ivan broke was solved. Sani also replaced the dryer flex again because the customer stated there was a hole in it. The customer did not inform us of any issues with their fan in the bathroom. Parts usage Cover filter guide, cover filter and new flex vent. (No Charge covered under 1 year warranty)

  Based on the information provided, it seems that the customer did not inform the technician about any exhaust fans initially.

  However, without further context, it is difficult to determine whether the exhaust fan in the photo is broken or not.

  It is also unclear whether the customer is accusing the technician of breaking the exhaust fan or the cover.

  Based on the information provided it seems like customer did not inform the technician about any exhaust fans being broken initially however without further contact is difficult to determine whether the exhaust fan in the bathroom was broken or not
  

  We would like to mention that we have already replaced the broken parts shown in the picture and are willing to assist the customer if the exhaust fan was indeed damaged by the technician.

  This shows that we are committed to resolving the customer's problems and not avoiding any issues.

  Regarding the phone calls, it appears that the customer has mentioned contacting someone, but we did not receive any calls from them.

  We need to clarify who the customer spoke to, we would have liked to communicate directly with the customer and inquire about the details of their conversation.

  Customer response

  05/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  Jennifer *****

  Customer response

  05/12/2023

  The picture of the broken lint trap was after Sani had fixed it. I did a few loads of laundry and noticed the lint trap area was broke in several pieces.

  The bathroom vent was mentioned to Sani as he was heard blowing that pipe out. Sani stated he wasn't sure which pipe was for the dryer and he cleaned out 3 different pipes. It was the next day when it was discovered to not be working.

  The first call was made on 5/2/23. Josh answered the phone stating John wasn't available. Josh stated he would get the message to John.

  The second call was 5/5/23. Spoke to a different man, do not recall his name. This person was informed that there were broken items. We were again told John wasn't available and a message would be given to him.

  

  Business response

  05/15/2023

  Thank you for bringing the issues with the broken lint trap and the bathroom vent to our attention.

  We apologize for any inconvenience this may have caused you. In order to properly assess the situation and address the problems, we will need to send a manager to inspect the broken items.
  Would it be possible for us to schedule a time this week sometime between Tuesday and Friday during business hours, for the manager to visit your location? Please let us know your availability, and we will do our best to accommodate your preferred date and time.

  
  Once again, we apologize for the inconvenience you have experienced, and we appreciate your patience and understanding. We are committed to resolving these issues promptly and ensuring your satisfaction. If you have any further questions or concerns, please don't hesitate to reach out to us.

  
  Thank you for choosing our services. We look forward to resolving these matters for you.
   

  Customer response

  05/16/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  * ** ********** **** ******* ** our availability is somewhat limited. I will be at home this Wednesday morning. We need to leave by 2:00 for an appointment. All day Thursday is open. Friday is filled with appointments.
  
  Sincerely,
  
  Jennifer *****

  

  Business response

  05/16/2023

  Hello,
  

  Thursday would work for us to send manager out and check the issues.

  
  

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