Mr Appliance of The Delaware Valley

They were extremely hard to get confirmation of appointment. I had to call several times to get my time. Then when they didn't show, I called again, and they told me my time had changed from 11:15-1:15 to 2:00-4:00. No one telling me this. I was on the phone waiting to speak with them got an hour and 12 minutes, on hold, throughout the day. Would NOT recommend. I have been on the phone now for -4 minutes waiting g to find out when my technician would be arriving. Worst service I have ever experienced prior to my appointment. STILL waiting for my service tech to show up.

Went terrible from the technician to customer service and lying about accepting warranty. They just want diagnosis fee

do not do business with this company, under any terms. They do not show up for work, they do not re-confirm an new appointment, when you call them, they give you attitude. Then they cancel your order, without telling you, and refuse to do business with you, and do not refund you your full refurnd. Since they cancelled my repair - not me, I expect a full refund, it is only fair. When I call them on this, they are upset I gave them a bad survey, what do you expect. If I could give them a zero I would.

They came and said they repaired the leaks, which were small. The following day the floor was flooded with water. They caused a worse leak in trying to repair the first leak. They left us with half our kitchens hardwood floor twisted and needing replacement. The cost was over $1000.00. They refused to pay for it.

Fast service,great repair man,very helpful

The technician replaced a pump and now everything is working great!

We were first instructed
to contact Mr. Appliance through LG, the manufacturer of our
refrigerator.   Our refrigerator was noted to have stopped cooling on
Saturday Jul 18.  After calling LG, they instructed us to call Mr.
Appliance, because they are listed has having the only LG certified technicians
in our area.  An online service request on Mr. Appliance?s website was
made on Jul 18, followed up by a phone call on Monday Jul 20.  A service
person from Mr. Appliance came that same day in the afternoon to run a
diagnostic check on the refrigerator unit. 
 
The person who came out
diagnosed the problem as being a faulty or broken compressor, which would need
to be replaced.   Due to the 3-4 hour labor time for
installing a compressor, the charge was estimated at around $500.  Mr.
Appliance required a $300 deposit at that time.  When I finally came home
later that night, I noticed no paperwork left at our residence indicating
the person?s name, or an invoice amount. 
 
Earlier that day, a
representative from Mr. Appliance?s of Delaware?s call center stated that the
part should arrive by Wednesday of that week, and that it should be
installed by end of week.  Unfortunately, the part did not arrive until
the Monday of the following week, and as such, Mr. Appliance returned
on July 28 with a different service person.
 
This different person did not install a compressor but instead performed a leak check.  However, no informed consent was given to me over the
phone, to my nanny, or my wife.   My nanny was pressured into
signing a waiver (Mr. Appliance insisted that she sign the form and
would not allow her to tend to our 12 month old son unless she did so. )
Therefore, she reluctantly signed it even though she was not authorized to do
so by us, the owners.  Moreover, no explanation was given to her
as to what were the ramifications of the process.   Just as he was
leaving, my wife arrived at the house, and he stated that he performed a ?leak
check??he also stated that the fridge should cool down in 6 hours and would
work normally by this evening.  He also said that in 2-3 months, it?ll
start to lose its cooling ability, and to call Mr Appliance to come out and
find where the leak was.
 
Later that night, the
refrigerator still was warm?with no cooling.  I called Mr. Appliance, and
complained about multiple issues:
-lack of informed
consent
-lack of knowledge about
what repairs were done
-conflicting statements
of what service was provided (compressor installation or leak check)
-conflicting diagnoses
by two different people at Mr Appliance (leak or compressor problem).  If the compressor was not the
problem, why order the part thereby causing the delay in service?
-using our warranty on
our Fridge to order a compressor from LG, without installation of the compressor.
 
 
Mr Appliance showed up again
on 7/30/15 to ?re-service? the refrigerator.  They spent 15 minutes at our
residence.  He said that there was a defective valve and that he needs a
new one. 
 
Mr. Appliance then left our
residence on 7/30/15.  We received an invoice later that night via
email.  The invoice contained a non-recognizable signature, which did not
match myself, my wife?s or my nanny.  I spoke to my nanny, who was the
only person home, and she did not sign anything.
 
As of this point it had
been over 10 days since the initial call.  We still have a non-functioning
refrigerator.   We have yet to even have a diagnosis or an explanation.
 
Secondly, I have major
doubts about the diagnostic ability of the people who have come out from Mr.
Appliance of Delaware in regard to LG refrigerator repair. There are some
serious flaws and in the logical reasoning regarding the ?services? provided:
 
-If there was a
compressor failure, there would be zero cooling from the unit, but there is
some cooling that is discernible and measurable (with thermometer) near the
freezer compartment.
-If there was a leak,
again there would be zero cooling and it would have been a slow process where
we noticed poor cooling performance, and ultimately resulted in compressor
failure.
-In other words, the two
diagnoses proposed by Mr. Appliance
Delaware are not plausible, and raise high suspicion of doubt.
 
At this point, we have
received implausible diagnoses from Mr. Appliance of Delaware
County's service people who are more inclined to draw out the repair
process and not diagnose or fix the refrigerator and are really
making ?guesses? to what may be wrong.  Moreover, we did not receive
informed consent with regard to the service work and did not them permission to do a ?leak check?.  Pressuring our nanny into signing a form
or waiver is not the same as informed consent.  
This ?leak check?
resulted in a piercing valve being placed by Mr. Appliance for which we did not
authorize nor did we receive informed consent.  We were informed
of this only following the procedure just as he was leaving. 
 
This upsets me in many
ways.  These piercing valves should only be placed as a ?last
resort?.   Most refrigerator malfunctions are caused by the
failure of electrical components. An insufficient Freon charge is one of the
last things to consider when troubleshooting a refrigerator that does not cool.
It is unlikely that your refrigerator will suddenly start leaking just sitting
in your kitchen unless it is manual defrost and you recently removed the ice
from the freezer compartment by using a knife, screwdriver, chisel, or pry bar
and punctured the aluminum evaporator coil or an incompetent service person
installed piercing-valves that are leaking.  This is also corroborated by
multiple professional sources.
 
Keep in mind that we
have an infant at home who takes breastmilk that will spoil if not
refrigerated, in addition to a four year old with special needs, and no
main refrigerator, which has been quite a burden for our family.  We could
have had other options, but went with Mr. Appliance because of their contract
with LG.
 
In summary here are the issues that we have had with Mr. Appliance:
 1) lack of informed consent
2) placement of a piercing valve without permission (irreversible process that
makes us reliant on Mr. Appliance for Freon in the future)
3) delay in repair
related to conflicting diagnoses
4) use of our manufacturer?s warranty to order
of a part (compressor) that was never installed
5) inaccurate communication
6)
unknown signature on some of the work orders. 
7) missing invoices
 
 

It was great. I finally did a load of laundry and it worked!

Our initial call to Mr. Appliance in August of 1013 was to perform a diagnostic check up of the appliances in the basement following a water heater break. The appliances where in several inches of water, and we needed an evaluation of the units for the home owner?s insurance. We have no issues with this evaluation. 
Refrigerator 
After the first visit, we had Mr Appliance come back concerning the refrigerator which was beginning to make noise as it turned on and off. We had a $400 repair done to it, only to find the unit making the same noise and acting the same way two months later. A subsequent visit on October 22nd by the same technician yielded this diagnosis: ?it?s only got another year, maybe two?. The fridge is 6 years old. If this refrigerator truly has just another year or two left, why didn't we get this diagnosis just two months earlier instead of doing the costly repair? We find the initial diagnosis and repair to be unnecessary 
and feel the technician was not honest with us.
No invoice was given to us for this repair so we have no documentation for the amount of the repair other than the cashed check image from the bank. 
Washer 
At the same time the refrigerator was repaired, we had the rubber seal of our front loading whirpool washer replaced. We have no issues with this. Two months later, the washer shook itself so violently during the spin cycle of a wash that it broke the door latch from the door and the front plate separated from the rest of the washer. We had Mr Appliance come back for this on 10/22. We felt it was reasonable to assume that this incident was related to the first repair as the failure occurred at the same spot where the washer was disassembled for the first repair. In 7 years of service for a family of four, this washer had never given us the slightest problem and only had it's first major incident immediately following Mr. Appliance's visit. 
We went back and forth with our local office on the subject, but felt like we?d worked it out. Our first problem with this visit is that the technician proceeded to do the repair right away without giving us a report of the problem or the option of not fixing it. It was pretty self-evident what the problem was; still, he didn't give us any choice. It was a quick repair, putting the loose shock back in place. He also reattached the broken door lock using a spare washer. As he was preparing the bill we told him we?d prefer to work out the payment with the office as we felt it should have been covered being so close to the first repair (and yes, we are aware that the second repair was outside of the 30 window state in their policy). 
This is where are chief complaint comes in. Our technician, Mo Bahar, a man at least a foot taller than both of us then told us he?d have to go back downstairs and undo the repair, putting the machine back the way it was, if we didn't pay. At that point, we felt intimidate, like we were involved in some sort of shake-down and wanted Mo out of the house. We wrote the check and said good-bye. Threatening to re-break the washing machine if we didn?t pay on the spot? I?ve NEVER had such an experience with a local business. In addition, the invoice we received via email was for $0, as if the $110 check we wrote was pocketed directly. It certainly does not make we want to do business with Mr. Appliance ever again. 
We were previously ok with the two initial repairs we had done to the appliances and would have accepted them as-is. However, after being ?threatened? by our technician on the last repair, we feel that Mr. Appliance hasn?t been honest with us from the beginning and all our repairs have been questionable. 
We filed a formal complaint letter with the corporate office about the Chadds Ford office. Corporate was initially responsive, but essentially referred us to the local franchise for resolution. The resolution we received however was to receive a diagnostic bill for dates where no technician performed any service at our home. The resolution was a made-up, "punitive" bill presumably because the local Chadds Ford office did not agree with the contents of our complaint. Beware of this office.

Estimated repair of washing machine at $530.00, more than less than
2-year old machine cost;. Tech said door lock on machine was broken and that 'board' was fried.
I got a second opinion which said problem was a
bad circuit breaker.  As soon as an electrician replaced bad circuit
breaker, the machine worked perfectly. So  I had to pay service call for
both Mr. Appliance and second opinion, in addition to the electrician.

Bosch subcontracted them to do a "diagnostic" on my oven, whose window glass shattered when I used the self-clean function.  I called them to schedule (because they never called me, as Bosch had advised me they would).  They couldn't come out for 2 1/2 weeks.  I was not pleased, since this is my oven, we are talking about.  I told the customer "service" person that this was really frustrating, since I had no way to cook.  She insisted they had nothing until the day after Labor Day.  I told her to keep me on the books and I would deal with it (not happily, but I would).  
I asked when the appointment would be.  "We don't schedule until the day before the appointment at around 4PM."  I found that frustrating since I can't take an entire day off for a diagnostic, but whatever.  They said they would notify me.  
I called the day before my scheduled appointment  - left a message with their service.  The day of my appointment, the incredibly rude and, apparently, used to bad customer service, Adrienne informed me I wasn't on the schedule.  They just cancelled because I had seemed frustrated.
I asked to speak to a manager.  "There isn't one here."  What b.s..  I wouldn't leave my business without a manager, especially with someone as rude and incapable as this person.
They not only totally left me high and dry (holidays approaching) with company coming but could care less about doing their job or its impact on their contract with Bosch.  I am headed there, in person, to complain...that's how awful I think there service is.
STEER CLEAR.

After 3 calls to 3 different phone associates this morning (the 2nd one promising a phonecall that never came) I was finally able to book an appointment for a tech to come see what was wrong with our front-loaing 10 yr old Kenmore washing maching. The spin cycle wasn't working and we figured it was something electrical and simple to fix. According to my husband, the technician showed up as promised, ran the machine through a wash cycle and determined it would cost $472.50 to fix the control panel.  The tech said he would have to pull the whole unit out (we have them stacked) and access it from the back of the machine. My husband looked at him in disbelief and said, "Right down here in the front is where you access it - just unscrew this panel here." No, said the tech. That's wrong. My husband then said, "To save money how about my wife & I pull the units out and have it ready for when you come back to fix it." The tech said "Oh the price I gave you IS for you doing that - the price would otherwise be much higher since I'll have to have someone help me." My husband thanked him for his time and the tech left. Before he left, though, he called in our credit card for the service call charge to a less than capable phone associate who proceeded to enter the expiration date wrong three times, causing the card to decline and a fraud alert to be put on our account.
Fast forward to 15 minutes after the tech left and my husband had cleared up our credit card issue with Chase - my husband took the control panel out in less than 5 minutes using an ordinary screwdriver and ordered the replacement part for $90 with free shipping off of Ebay. It should be here in a few days and our washing machine will be good to go.
STAY AWAY from this organization - they are incompetent scammers. I wish I had been a member of Angie's List this morning. I would have never called them - ever. Lesson learned and now I'm a member!

Calling them for the washer repair turned out to be a mistake.The same technician came out and could not find any problems. The washer had overflowed several times, but he could not find the problem. He said it might be the sensor but wasn't sure. We were charged for the service call; another $90. The washer did not display any issues for 2 weeks when it began to overflow again. I called Mr. Appliance to inform them that they did not fix or identify the original issue and was wondering if they could come back to take a look before I post a review of their services on Angie's List and the Better Business Bureau. I also asked if I would be charged for the visit and they said, "No, but any parts or repairs that need to be made we will be charged for." This made
sense to me and was perfectly fair, so I said ok. The next technician they sent was a senior technician and he identified the
problem within 10 minutes. He checked his vehicle for the part, but did not have it. I then asked him how much it would cost to have the repair and he stated that it would be the part, and the install and that it would be around $180. I couldn't believe it. I then informed the senior technician that I would just buy a new washer for that price and was going to post the review. He understood and asked if he could call the office to see what he could do. I said, "Sure." He came back smiling and informed me that I would not be charged for the part or the install. I was ecstatic! I was thinking that I was going to end up doing a positive review of their service. They called a week later to inform me the part was in, and was scheduled for today. I had a feeling that they would end up trying to charge me for the part and service so I called them to confirm what was told to me and the person on the phone informed that what I wasn't going to be charged for was the diagnostic fee that I had already paid for. I informed her of what the senior technician had said and she said again that we would be charged for the repair and install. I then cancelled the appointment and I am going out to just buy a new washer today. I am a very fair person, but I just don't like being lied to. I had informed the senior technician that I would just buy a new washer instead of paying for expensive services on a not-so-old washer but was informed that it would be free. If Mr. Appliance had stuck to their word, I just would have posted a review that they charged too much for their services and moved on. I am just annoyed that I paid $80 to have them do absolutely nothing.

 I had a problem with the ice door flap on my Maytag refrigerator.  I called Mr. Appliance since they were referred to me by Whirlpool.  I explained the problem as the flap had broken off and needed to be repaired, but the person who took the call could not give an estimate on the repair cost.  Unfortunately, I scheduled the appointment anyway. The repair person arrived as scheduled.  Looked at it for (not exaggerating) 15 seconds and informed me I needed a new "kit" and it would cost $400 to fix.  He said he see's this all the time and was sure what the problem was.   I told him I wasn't going to pay $400 to fix a refrigerator that I only paid $800 for.  I was charged an $85 service fee... which is industry protocol.  This is where the problem actually started.  Not willing to pay for the repair, I took matters into my own hands.  Turns out, I fixed the flap myself.... without any tools and without a "new kit".  The flap had come off and only needed to be clipped back on.  Had the repair person taken the time to properly diagnose the problem I would be writing about how great the service was.  Compounding the problem, I called the store to get a refund on the $85 service call and the women I spoke to was as rude as rude can be!!!  I left a message for the franchise owner and he never called me back.  I sent a note to the franchise corporate headquarters and they wrote back they could not do anything about it and I would need to contact the store owner. I guess I should chalk up the $85 as a learning experience that I should try to fix things myself before I call the repair person. Needless to say I would never recommend Mr Appliance.

When I called the scheduler was very pleasant. She had the service manager call me to understand the issue and he chose to order the switch part before sending a technician over. I appreciated their attempt to most efficiently solve my problem, but I was not told what the part/service call would cost. I didn't think it could be much more than $150 since the diagnostic service fee was $79. (Mr Appliance was recommended by Jenn-Air 800#.) Rick arrived an hour before the 2 hour window promised. (Would have been nice if he called ahead, but fortunately I was home.) Seemed like a nice enough guy. But as I watched him work, the "factory trained" technician didn't seem all that competent. I loosen the switch plate cover which only took a slight nudge to loosen after he removed the screws--he went out to his truck to call tech support which seemed to take forever. When he came back in after not getting through to them, I showed him the loosened switch plate cover. He didn't seem all the familiar with Jenn-Air's because I then had to show him how easily the gas burner assembly was removed as a whole and he didn't need to take it apart as he was starting to do. As he was reassembling the unit, after easily installing the new exhaust fan switch, I reminded him he needed to reinstall some screws he looked like he was going to leave out. I expect more from a supposedly factory trained tech. I also had to clean up after him. I provided him with a soft cloth for him to safely work on the switch on my countertop. I wiped up the counter afterwards. Originally I was charged $226 for less than an hour's worth of work, but after complaining to the manager I was credited $50 because the tech had obviously not followed their company protocol. I was suppose to have been told the cost ahead of time and the tech is suppose to provide a protective matt to work on and clean up after himself. Fortunately, the switch was the problem and my exhaust fan is now working fine. I appreciate the manager calling me and offering his apologies after seeing my email to him with my complaints and providing me a credit to my Visa. That's why I give them a "C" for Fair rating overall, otherwise I would have given them a lower rating.

Thecomapny came out to fix the washing machine that is under warranty, and left without testing to see if it were fixed. 15 minutes after he left, I turned the washing machine on only to find it was still broken. Meanwhile, they replaced expensive parts that clearly were not in need of repair. The washer basically was clogged. I called the company to complain and they didnt want to hear about it. They refused to give me the service manager's name and told me they will come out to fix it again ( more $$).

It went well. Called Mr. Appliance to diagnose the problem with the dishwasher that would not shut off (it got to one minute on the cycle and just kept running). The problem was diagnosed as the electronic circuit board. The technician confirmed that it was covered under warranty and that I would be responsible for installation that would be around $140.00. When I pulled my store receipt out of the file cabinet, I discovered that I had purchased an extended warranty. Mr. Appliance worked with me while I arranged for them to be paid directly by Lowes. To make a long story short, Lowes eventually authorized Mr. Appliance, they ordered the part and the dishwasher is up and running again.

I had the compressor failure diagnosed by another company who didn't want to replace the compressor and strongly suggested replacing the refrigerator. I priced equivalent replacements, which cost around $2000, and decided it made sense to repair. I called Mr. Appliance. They pointed out (as the first company had) that replacement compressors only come with a 90-day warranty and cost over $600, which is why they usually recommend against the repair. When I said I still wanted to repair, they scheduled the service call. I called Thursday, they ordered the part and were able to get it on Friday, and scheduled the repair for Saturday morning. The technician, Mike, showed up right on time. He verified that the compressor was dead, pulled out the old one, and installed the new one in short order. Mike was great. He answered all my questions, worked quickly, cleaned up thoroughly, and disposed of the old compressor. He reminded me that cleaning the coils was the best way to prolong the life of a refrigerator, and when I checked it turned out that the coils were covered with a thick layer of dust. The refrigerator is running fine again and after a month I've had no further problems.