Mr. Appliance of Clifton Park

My 11 year old washing machine would not drain so I called Mr. Appliance (who I had used previously to fix a 2nd washing machine) and spoke to Stephanie who was very courteous and setup an appt within a couple days. I thought the issue might be a bad drain pump so I asked her if the technician could have 1 with him in case that was the problem. She said she'd check on the part and got back to me in a couple hours and said they would order it and make sure they have it on the truck and that if they didn't need to use it I would not be charged for the part. The technician arrived on time (they will send you text updates before he arrives) and diagnosed the problem to be the drain pump and replaced it promptly and ran a few tests to make sure it drained properly. Between the diagnostic fee, new pump and labor to install the pump it was $360. After the technician left I ran a full wash load and the load wouldn't complete. I called Mr. Appliance back and again spoke with Stephanie. At this point it was pretty late in the day, around 3:30 and she wasn't sure if she could get someone out that same day. She called me back a few minutes later and said the owner wanted to make sure I was taken care of so sent up another technician (Craig). He checked things out and ran another series of tests and told me that in addition to the bad drain pump, also showed me where there were burn marks on the circuit board and the bearings on the drum were almost shot. He said I'd be better off buying a new washer but put through some estimates for me anyway. I was appreciative of his advice not to do the costly repair and decided to buy a new one. Craig also said he'd take the new water pump off the washer and the company would refund both the cost of the drain pump plus the labor associated with the install. So I just had to pay the original $99 diagnostic fee. Later that evening I received a call from the owner just to confirm that I would be refunded all I had paid earlier except the diagnostic fee and apologized that the first technician didn't catch some of the other problems. I was thankful for the quick service and honesty and will use them again for any appliance repair.