Mr. Appliance of Eden Prairie & Maple Grove

"Thank you [Member Name Removed] for taking the time to give Mr Appliance a review. We are very pleased that our technician Peter quickly took care of your GE refrigerator's leaking problem. We are also thankful that you trusted Mr. Appliance and our employees to take the proper precautions to protect you and your family during these crazy times we all find ourselves in."

"Thank you for the review and the comments. We view all comments (good or bad) as a way for everyone at Mr. Appliance to improve our services to customers. This was a door boot replacement on a Whirlpool front load washer. The customer was charged $290.36 before tax for this repair. The industry standard for this type of repair on a Whirlpool front load washer is $362.31* before taxes. *(The source for this information is from the Major Appliance Job Rate Guide used by many servicer’s and endorsed by MSA, NARDA and the United Servicers Association. Basically it’s the industry pricing bible.) The customer refers to the prices quoted on www.homewyse.com. This is not a true apple to apples comparison for services we provided, and she did acknowledge that. This site just provides a generic repair estimate on a washer repair (In this case it says repair cost on a washer is $275.34). It does not distinguish between repair on a top load or front load washer, and it provides no details of any kind for a specific type of repair. Depending on what is wrong with a washer the repair cost can range from $100 to $1000 on some high end washers. There is a big difference between replacing a door switch on a washer verses replacing a door boot but this site and most like it do not provide that detailed information for a customer to be able to fairly gauge or compare true repair cost. Mr. Appliance will not be the cheapest repair nor will we be the most expensive repair. We are fully insured, with experienced well trained technicians who are professionals. Our technicians are background checked for customer protection and peace of mind, and we strive to provide first class service to all of our customers at a fair and competitive price. Mr. Appliance does not charge by the hour, we never charge overtime to a customer, and we don’t charge customers a trip charge on top of a repair either like many companies do. Our customers are provided a firm quote for their repair. If they approve the repair as quoted, that is all they will ever pay even if the tech made a mistake and the repair takes much longer than it should have. We know from our records and having completed thousands of front load washer boot replacements that a fair and competitive quote for that job on a Whirlpool front load washer is $341. Deduct 15% ($51) for the discount we give all Angies List members and you arrive at the $290 for this job. Our techs don’t always know they are going into an Angies List customer’s home. We don’t always tell them. The reason – we expect them to deliver great service to every customer not just to an Angies List member. We find most Angies List customers will tell the tech they are an Angies List member therefore entitled to the 15% discount, or sometimes they have printed out the discount coupon. If the customer has just told the tech she was an Angies List member the 15% discount would have been automatic. No questions asked. The customer never said a word to the tech about being an Angies List member so he offered her the 15% discount with a 30 days warranty on the repair because she was so concerned with the repair cost. He even offered to walk away and she could locate and use another servicer. The customer declined that offer. Our standard pricing always includes a 1 year warranty on the parts and labor against a manufacturers part defect or poor workmanship. The Mr. Appliance office is changing the warranty status for this customer from the 30 days to the standard 1 year. Angies List members get the 15% discount plus the 1 year parts and labor warranty. We always do this, but the tech has to know the customer is a member of Angies List. *MSA = Marcone Servicers Association *NARDA = North American Retail Dealers Association"

"This was a dryer repair on 8-13-14. Cost was $279. We have no idea why this customer decided to rate us this way in December 2014. We never had a complaint of any kind from the customer, and the customer does not state any details in this rating. Our parts and labor are quaranteed for a year on our repairs, so if the repair failed for some reason the customer should have called us and still should call us. We will make it right."

"Thank you for the review! Our employees try hard to create an experience that customers want to tell others about. Its about more than just fixing an appliance."

"The customer is correct in that this make and model had problems that were very intermittent and illusive to find. This brand has a history of intermittent electrical problems and freezing up. The manufacturer has since obsoleted almost all the electrical components on this model and made them “no longer available”. In August 2013 when we went to order another control board it was already obsoleted by the manufacturer. We managed to find one at a distributor in Texas and had it shipped over night at our expense. The technician on this job is very experienced (15 years) and a highly skilled tech. During the visits to the customer’s home he tested the defrost components and other inputs and outputs from the control board and determined that all of those were working properly. Yes, he was stumped to find a solution because nothing was making any sense about this problem. This model has only one control board and is the brains that control the functions of the refrigerator. During the second visit he actually added an additional heater strip to address the issue and the customer was never charged for this. A couple of times he came back and the unit was working correctly when he showed up. This makes it very difficult to troubleshoot correctly, because you can’t troubleshoot something that is working, but this also points to a control board that is malfunctioning. The tech knew it was a defrost issue. There are three parts of a defrost system on this refrigerator. There is the heater, the heater terminator (opens and prevents the heater from working if the unit is too warm, and the control board. Which for this unit is the main and only control board. It takes a tech only a couple of minutes to check the heater and heater terminator, and the tech checked these items on each visit. If these two items are working then it can only be an intermittently failing control board issue. The customer is absolutely correct in that we could not positively correct the problem because it would work, then fail, then work again, then run for six weeks and fail again. What is frustrating to us about this review is the customer never communicated to us that it had failed again in late October or early November. We followed up with her on 9-30-13 to make sure everything was going well, because we do stand behind our work every time. Mr. Appliance has a one year warranty on parts and labor and we were never given the opportunity to show this customer that we live by that promise. My last conversation with the customer on 9-30-13 was that she said it was working fine and she would call us back if anything else developed. The next thing we know is that out of the blue we get slammed with this negative review in early December 2013. We don’t manufacture the parts used to repair customers appliances and sometimes manufacturers produce bad product. We believe that is the case here, but we catch the heat when this happens, and we understand that. This is also why we provide our one year parts and labor warranty to customers and we fully intent on honoring that for this customer even though she never bothered to communicate to us that six weeks after 9-30-13 the refrigerator had failed again. We have mailed a check to the customer for the full amount she paid to Mr. Appliance of $454.85."

"Thank you for the great review and the techs name was Gregory."

"Our techs don't always know that they are in an Angie's List Customers home. We do this on purpose, because we expect our techs and employees to deliver an exceptional level of customer service no matter who the customer is. In many cases the first clue a tech has that a customer is an Angie s List Customer is that the customer hands him one of our Angie's List 15% Discount on a Repair Coupon that the customer has printed from the Angie's List web site. Sorry this happened but he just didn't know that the customer expected a 15% discount because they were an Angie's List Customer. We honor the discounts everyday, but the customer must present the coupon just like you do at the grocery store."

"We called the customer back to understand what went wrong here. Bottom line is the customer is always right, and we are sorry this reached the level that it did. The technician did not react as he should have when a situation like this develops. The customers washer is fixed and working correctly. It turned out to be more difficult than it should have to get to that point. There appears to have been a communication problem between the tech and the customer. The tech initially made a bad diagnostic on what part was bad, and when confronted by the customer he did not respond in the most professional manner like he should have and it made the situation worse. The techs are human and they can and do make mistakes. It’s how they respond when a conflict develops that can turn a bad situation into an ugly one. That is what happened here and it should not have escalated to the point it did, and we as a company are sorry that it did get to that point. This same tech has received very positive reviews from other Angie’s List customers. The review just before this one is on the same technician. This customer was referred to us by another very happy and satisfied Angie’s List customer. He clearly should have reacted differently than he did, and we have apologized to the customer for that. Maybe he was having a bad day, and it happens to all of us, but having a bad day does not ever mean getting into a conflict with a customer. It has happened and we can’t undo it. We take great pride in delivering a great customer service experience for our customers because it makes us stand out from the rest of the competitors. We earned the Angie’s List Super Service award for 2012, and we are very proud of that. This review has tarnished our reputation but we as a company will always continue to deliver the great service that our customers deserve. Our job as owners is to make sure our technicians work on developing great customer service skills, and this becomes critical when a conflict develops. We sincerely regret that this happened and will take corrective action to do our best to make sure it does not happen again."

"Thank you sir for the very positive review. We are thrilled when we receive such positive responses from our customers and the techs love'em. One of our core values is treating our customers like we would like to be treated, and we try our best to live by and run our company in a way that reflects those values. Thank you! We really appreciate your review!"