MR APPLIANCE

LG freezer would not go below 20 degrees. The technician came out an hour late, and guest it was a computer panel. A week later returned with the electric panel. The apointment was for between 2 and 4 and showed at 6:30 PM. I paid around $500 for the panel and service call. Turned on refrigerator and freezer would not go below 20 degrees. They were going to send out a more experienced repair person, and I would be the first call in the 9-noon range. I got a text at 9:15 am from the technician that he was on the way. At 1 PM was told the technician made a mistake and hit the button in error but would come around 1:30 PM. I canceled and called service on this list. I am pretty easy going, but this treatment was beyond my tolerance.

Mr. Appliance of Rochester claims on their web page, that they “ Deliver fast service and exceptional quality results” which is the furthest from the truth from my own experience along with other people that posted negative Google reviews. Mr. Appliance sent and inexperienced technician to my home May 5, 2017. He spent the majority of the time on the phone having to refer to his office for technical assistance. He ultimately diagnosed the problem that my washing machine had a faulty water pump and said the part would be in on the following Monday 10th 2017. I called the company back on Monday when he did not show up to repair the washing machine and the office manager informed me that he was new and the part could take a week or more to arrive at their facility. I waited almost 2 weeks for the part may 30th 2017 for the pump to come in and be installed. They ordered an additional part which took another week or two which they claimed repaired the washing machine. My wife came back from the in-laws in Syracuse and decided to wash the clothes considering that Mr. appliance assured us the washing machine was finally repaired after more than a month of dealing with their incompetence. She started the wash and left the house to do some shopping. She came home to a laundry room and kitchen area covered in water because the washing machine leaked all over the floor which never happened prior to their valve replacement. I told them I was disputing the charge of approximately $280 for the service call and parts and offered them the washing machine which they declined to pick up. I was willing to just get a refund on the service call and parts that did not solve the problem which they initially agreed to and then proceeded to challenge my dispute. I am now taking them to small claims court for the service charges and the repair of the wood floor damage which is $5400 which does not include the cost of moving all the downstairs furniture out of the house and the expense of staying in a hotel for 3 to 4 days. They advertise quality service which is a joke and to suggest that they provide fast service is ridiculous. I recommend staying away from this company for any appliance service calls or any local retailers that use Mr. appliance for extended service contracts. Unless the appliance provides a specific error code that pinpoints the problem they seem to randomly replace parts which is not expeditious or cost-effective and ultimately leads to extensive downtime and costly repairs.

My experience with Mr. Appliance has exceeded my expectations for outstanding total quality service.

First, I want to describe how Mr. Appliance?s technician manager, Yuri, came to my home and demonstrated utmost professionalism and attention to detail. Yuri expertly repaired my appliance while being diligently careful with the surrounding areas. Moreover, he made every effort to ensure precision in the installation as well as testing complete functionality. Yuri ?s expert knowledge of appliances, electronics, and customer service made me feel confident that I had a master of his trade working very hard to give me the best.

Secondly, I am impressed by the owner of Mr. Appliance, Tim Montemorano, who has a strong and caring relationship for his employees and customers. It takes a great leader to recognize and cultivate excellence in his employees. Mr. Montemorano has certainly done this and it is evident that he has extraordinary acumen and commitment, with a team that works hard to give their best always.

Thanks to Mr. Appliance, I had an outstanding experience and I would highly recommend them to anyone who expects perfection for their appliance repair and installation needs.

When the repairman arrived he was very polite but I quickly lost confidence in his ability to troubleshoot the problem. He immediately informed me he would need to call the manufacturer to find out what the codes meant. This resulted in a two and a half hour repair with the problem not fixed. First he thought it was a clogged drain, which we cleaned but it resulted in other error codes. He had to call the manufacturer again and narrowed the problem to two other possibilities which would result in ordering the parts and another $150.00 fee to come back again. Since the problem is not resolved, and he did not have the parts - I do not feel I should have to pay the flat fee each time. I will not use this company again.

Customér service rep who answered phone was very rude. Not skilled at his profession. However, management was very responsive to my complaint.

Service tech who actually performed repair was excellent. He was very personable and very knowledgeable. His skills are worth the initial hassle.

First and most importantly, I want to say that the repair mam, Yuri is one of the kindest, most professional individuals out there. However, he does not own this company and the company itself is clearly out to simply make a profit. Our water dispenser was not pushing out any water and the fridge was less than 2 years old. The first time we had someone come out from Mr. Appliance, he said we needed to replace the heater because the water was freezing in the hose. Ok. We paid for and had him install this (230.00). In the process of him doing this, he had turned off our entire freezer without telling us and never turned it back on. We noticed this error when we returned home the next day after work and found water all offer our newly remodeled kitchen floor. All of our items in the freezer were lost. (Mr. Appliance did reimburse us for some of the lost items.) A little over a year later, the water stops pushing again. We pay for a service call (75.00) and Yuri gets it working. A month after that call its stops working again. Yuri comes out again and sees that the tape holding the heater needs to be fixed as well as parts of the heater (125.00). Now keep in mind, all of these repair items have come from Mr. Appliance and every time they come out you pay for the service call. So now fast forward about three months. Water stops pushing AGAIN. I called Mr. Appliance and explained that we have dropped over 400.00 in a little over a year for them to keep fixing the same problem. The gentleman on the phone said that because it was past the 90 day work guarantee, we would have to pay for yet another service call. Just for the record, the water filter and all regular maintenance has been kept up on our end. I find it absolutely unbelievable that we would have to spend so much money for the same thing to be fixed every few months, because it's never within their 90 day limited coverage. We will no longer be giving Mr. Appliance our business.

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The gentleman who came for the service call was Yuri, an employee of Mr. Appliance.  Yuri was very prompt. We were home because it was a rainy afternoon and even though he attempted to call us, we missed his call. Although we had contacted the company the day before to reschedule, Yuri had not received that information. He then went an extra step to come over and knock on the door (he did have more service calls).  I was delighted to see this repairman standing in our doorway. After explaining there had been a mix-up, he still asked if we had the time now! 
I explained the problems we had been experiencing with the freezer.  As I did so, Yuri proceeded to open it up & helped me empty everything out.   He thought it might be just the drainage from the compressor, which was the easiest solution first. When that was not successful, we now needed to pull the unit out of the wall, as it is a built-in. This was no easy task, yet Yuri was careful with our wood floors, the unit, and the walls. He pulled the refridgerator out  a bit and tried to reach the back to avoid any possibility of needing to pull it completely out and having to turn it sideways.  Other repairmen have seriously damaged the floor because of these difficulties.  
Yuri was very methodical with his approach. Starting with the easiest & most obvious, he double checked his work at each step. He was quickly able to fix the problem. With the unit now out of the wall, I started cleaning the top & sides.  As I stood on a step-stool and began cleaning the top, Yuri helped me clean the top and clean both sides. As the water from the basement was turned on again, Yuri again double-checked his work including from the crawl space in the perpendicular closet, which only fits our heads, shoulders, and an arm.
Now it was time to push the refrigerator back into the wall, which includes getting the back corners onto a couple stacked boards to make it level. Just getting it pushed in is difficult because there is no side-to-side shimmying it in, only pushing it straight in with the back ends raised. So he does that from a 12-inch space and goes to double check in the back and it is not on the boards. This also means the framed to fit in the wall is not flush or squared.  Now he pulls it back out a bit, fixes the back boards, and pushes it with the ends raised.  Almost.  As it is pulled out only a little (enough to raise the back end), I push the boards under the back as he raises it.  Perfect. As I put the closet back in order, Yuri puts in the tracks, the racks, the back wall-cover over the interior drain piece, and all the food. All of this was done in under an hour, including Yuri leaving the space around the refrigerator cleaner than when he arrived, paperwork and a little chit-chat. This meant the food didn't go bad or really even melt.
Really, the only problem was the lack of company communication. It really didn't seem to be anything to fault the serviceman.  Even though we called the company more than 24-hours in advance, he was not told that we had rescheduled from the 7th to the 10th.  In this instance there wasn't a problem, we were glad to be home when he arrived, giving us more time should the problem be serious. However, had we been considered a no-show, our rescheduled appointment may have been in jeopardy.
Yuri is someone we have called on for previous service calls after he installed our Viking dishwasher. He remembers information from previous calls and as a result, genuine in his interactions.  He is quite pleasant, polite, always smiling.  Yuri is the reason we continue to rely on  Mr. Appliance.

Our Kitchenaid dishwasher wasn't draining properly.  We have used Mr. Appliance and been very satisfied with their prior work and the same technician came to repair the dishwasher.  He was thorough and polite, cleaned out the drain and suggested we turn up the water temperature to help the dishwasher dissolve grease.  2 days later, the dishwasher was not draining again even after following the technician's suggestions.  When I called the office to ask if there would be additional charges to come again, I was told that they "wouldn't know until we see what's wrong with it".  I operate on a limited cash budget and was dissatisfied with the answer.  After spending $125 already, I was hesitant to have the company back out if the repairs were not done properly in the first place.  I thought the office rep was dismissive and did address my frustration.