Mr. Appliance of Memphis

Professionalism, they were very prompt and the person who called me was very courteous.

Technician arrived on time with a pleasant personality. We discussed the problem and he proceeded to evaluate the dryer. I had researched the dryer and it's cost new as well as cost of parts for heating element. He told me it would be $270.00 parts and labor. It took him 20 minutes to complete job. So I ask him how much was labor cost. At that point he replied $175.00 per job that's the company's rate he stated. We are seniors living on fixed incomes. The part cost $39.00 on line. They charged $89.00 for part. We called company to ask about service attendants fees. They can charge their fee oer job, but the attendant said it was a company policy. UNFAIR UNFAIR. $175.00 FOR 20 MINUTES LABOR TO SENIORS UNFAIR

Technician arrived, disregarded the error code message, then broke a part and attempted to charge over $1000 to repair. Reminded me of old news investigators who had a minor problem then contact businesses and expose dishonest and unscrupulous companies. After reading reviews on Yelp, it is a technique this company uses. The machine was operable when tech arrived and left inoperable by tech when he left.

Very well - good

They was very good.

The technician was very nice and friendly and I believe did a great job but that is where the satisfaction ends. The price was outrageous. I was charged $433.76. I was told my washer needed two fill valves because one of them was leaking and while he was in there he might as well replace both. We have washer and dryer stackable units. I helped the technician take the dryer on and off the washer so he could fix the problem. When I signed for everything the receipt only had the total cost. there was no breakdown of the cost of the parts or the labor. After the gentleman left, I googled the cost of the parts and at most it would’ve been $80 with some website selling the parts for his low as $40 so that means I was charged anywhere from $250-$325 for labor. It took the gentleman 1.5 hours to fix and clean up. If he charged me for having to take the dryer off to me that should’ve been written off because I helped him. Live and learn. again I should’ve asked for a cost breakdown because there is no way I would’ve paid $300 for labor. Especially since I helped. I will more than likely not use this company again because I don’t appreciate the price gouging. Again the technician was great he’s only Charging me what the computer tells him and that’s the company’s fault not his.

went well. fixed it and fixed the blown fuse it caused

Everything went smoothly.

He came out once, said that he fixed the problem. Nope, we lost another freezer-full of food. We called them back, he came out and said that it was the compressor and we needed to replace it. He quoted us $1000 for this. He came back to put in the new compressor-- then told us it would be $1300. Fine, whatever. Said that this was the only thing that could go wrong with the freezer, so it was fixed. Nope,we lost another freezer-full of food. The serviceman came back and said that he mistakenly didn't fill the freon last time, but now it was fixed. Nope. Waiting on the 4th visit, to get our money back, and get a new freezer probably. Each time we have had scheduling problem. We make an appointment, and then they call at a random time the day of or the day before our appointment and say that they are on their way-- at a time that is not within their 2 hour window. Today, when I called to make our 4th appointment, I was told that I could choose any time-- their schedule was open. So, when I called back 5 minutes later to change the appointment time, I was first told that "sure, the new time was fine." I then got a call back saying that I had talked to the answering service and they had the wrong information and that my new time was not available. I then got a phone message at the same time as I was talking with them, that my new time was available. WHEN THE HECK WILL THIS GUY ARRIVE-- IT IS ANYONE'S GUESS. Only use this company if you like being frustrated from start to finish!!!!!!!!! We will never use them again.

Good professional service. Prompt and quickly taken care of.

This narrative details our experience with Mr. Appliance during our attempt to repair our 2016 LG-manufactured Kenmore Elite refrigerator, which had lost its ability to maintain sufficient cooling. To begin, without exception their employees, be they the technician who came to our home to troubleshoot and repair our refrigerator or those with whom I spoke on the phone (I shall refer to them as their office staff) were unfailing polite and congenial. What's more, on the two occasions their technician visited our home he made a point of donning disposable fabric shoe guards before he entered the house, a simple gesture we genuinely appreciated. However, this is the extent to which our satisfaction with Mr. Appliance ends, and here's why. The communication between their office staff and their customers is extraordinarily poor to the point of being non-existent. While their technician showed up promptly on the morning of Wednesday, July 24 for our first scheduled appointment, our next three service calls were all no-shows. The technician originally diagnosed that the faulty component in our refrigerator was a failed thermostat, and using his iPad, scheduled a return visit five days later, on Monday, July 30 between the hours of 8:00 AM and noon. No one more than I (as a retired airline captain) understands that replacement parts are not always on hand, and that it can prohibitively expensive to maintain a ready supply of replacement components in stock, but having said that, if the part is unavailable at the time of the scheduled repair the customer should be told this ahead of time. We arranged our schedule to expect their technician to arrive by noon on July 30, and when I called their office after 2:00 PM I was told that Mr. Appliance's customary daily UPS delivery had not yet been made, thus the new thermostat had not arrived and, as a result, our service appointment had been rescheduled to the following day, on Tuesday, July 31. The technician returned the following morning and his subsequent inspection of our refrigerator revealed that a portion of its compressor had failed as well, and upon giving us an estimate of what it would cost to remove and replace the compressor, we agreed to have this repair done. Showing us the available (open) service call dates on his iPad, he promised to return three days later, on Friday morning, August 3, between the hours of 8:00 AM and noon. Once again, he never showed up that morning, and when I called Mr. Appliance later that day to inquire about his whereabouts, I was told that we had been rescheduled a week later to the afternoon of Friday, August 10, because a replacement compressor had not been found. Becoming wary by now, I called their office on Thursday, August 9 to verify that a Mr. Appliance technician was scheduled to arrive at our home the following day, on Friday, August 10 between the hours of noon and 4:00 PM. I was assured that he was. However, once again this was not the case, for at 3:07 PM the following day, Friday, August 10, I called to ask if a technician would be arriving at our home within the next 53 minutes as we had been promised the day before. The answer again was "No, we haven't located a replacement compressor yet, but we'll call you when we do to make another service call appointment." When I asked why we were, once again, never advised of this, I was told that at precisely 4:32 PM the previous afternoon (on Thursday, August 9), approximately one hour after I had called to verify our appointment, a member of their office staff called and left a message to say that our service appointment had been indefinitely delayed. We found no such voicemail message on either our home landline telephone answering machine or on my cell phone. Moreover, as each our our home's three landline telephones have Caller ID and digitally record the number of each incoming call, we found that only two telephone calls were made to our home that day, both telephone numbers we easily recognized, with the second call being made at 12:54 PM, not 4:32 PM. Thinking that the Mr. Appliance office may have incorrectly recorded our telephone numbers, I called back on Monday afternoon, August 13 at 3:30 PM to verify that information. The young lady who answered recited what she found stored in their computer records, and our contact information was absolutely correct. What's more, when I called their office on three separate occasions to learn the status of finding a replacement compressor, I was promised by each supervisor with whom I spoke that we would be called back with an update "within a day". That, too, never happened. We heard nothing. Again, I understand the difficulty in securing OEM replacement parts, particularly when LG refused to release a new compressor to Mr. Appliance simply because we had bought our refrigerator from Sears, and insisted that we would have to call one of Sears' service centers to schedule repairs. (We were told that on Tuesday, August 14 when a female representative from "LG Electronics" in Alabama telephoned to tell us this). We genuinely appreciate the efforts that the staff of Mr. Appliance went to locate and secure a replacement compressor for us, but what baffles me is the complete lack of courtesy and consideration on their part to apprise us, the customers, of any appointment cancellation well before the service technician is supposed to arrive. Having to wait for replacement parts to arrive is irksome enough, but waiting around for half a day for a technician to show up when he never intended to in the first place is downright annoying, especially when it happens three times within a twelve-day period. So, would I recommend Mr. Appliance to any other potential customers in need of an appliance repair? Absolutely not.

A technician diagnosed the issue as a defective door gasket, and a new gasket was ordered. The new gasket was installed several days later by the same tech; however, the leak started again within minutes after he left. Unwilling to pay for additional work without a clear diagnosis, we called Mr. Appliance and asked for a refund. Several calls were eventually initiated. (We were never allowed to talk with a manager, and a manager never called us back as promised.) The tech returned on the following week to confirm that the gasket did not correct the leak, and the new gasket was picked up by the tech several days later. While we did receive a partial refund check, we are several weeks older, $100.00 poorer, and without a usable dishwasher.

Did what they said they would do, did it timely, promptly and it worked.

It went well. I have the same person/technician (Spencer) he is very prompt, he is on target and it was a very good experience.

I like that he gave me information on the new products. He gave me a suggestion and reason for them. The company over all is good.

First attempt failed but succeeded on second try.

unknown

They were very professional and punctual. Would definitely use again!

No issues.

What it turned out was for some reason the plug had come loose out of the wall. I had pulled it out to see if it was plugged in and it looked like it was. He said if it came loose again to let them know and it might be that the outlet itself would need to be replaced or something. So he gave me some advice of what to do if it happens again. I do have pets but there's no way my little dog could unplug this stove. I had purchased the $79 for a house call. I had purchased that already. One person came out. He was there maybe a total of 15-20 minutes. That was the total time of finding it and talking to me about it. Everything was clean when he left. In fact it gave me a chance to sweep out from behind the stove. I never had really thought about doing it too much. That's why I was surprised that it came unplugged because I hadn't pulled it out or anything. I think the main thing they did well was he explained how it might have happened and what to do if it happened again and what might need to be done if it was a problem again.

...

Quick and easy

Bryan was on time and he called ahead 10 minutes before he arrived. I also love the text message that the company sends to inform you that the technician will be there shortly with his number, his name and a photo. What a great idea! For those people who like that extra reassurance knowing that the person coming into your home is who they say they are, the picture/text works well. The technician was courteous and professional. He was also efficient and provided quality service. Bryan also explained to me in detail what the potential problem was and how he was going to fix it. I like that he didn't jump to fixing parts that might be broken before diagnostically going with the least costly step first, especially since if it still isn't fixed, I can schedule him to come out again with the next visit covered under the first payment (except for payment of parts that may be needed for something not related to the ice maker).

The experience was good. I would use Mr. Appliance of Memphis again.

The technician (Rob) was on time, friendly, very professional in every way. After confirming the problem and telling me the cost of the repair I told him to proceed with repairing the machine. During the process, he noticed the inlet hoses were in bad shape (6 years old) and recommended they be replaced. I agree with him and had them replaced. He kept his work area clean and no mess was left behind. A very pleasant experience.