Mr. Appliance of Rochester (registered business name-expert appliance service) claims on their web page, thatthey “ Deliver fast service and exceptional quality results” which is the furthest from the truth from my own experience along with other customers that posted negative reviews on both BBB and Google. (Note: found out today that they have an F rating from the Better Business Bureau of Amherst New York and have not responded to any customer complaints) 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. (Note dates are approximate) 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.
Mr. Appliance Reviews
Mr. Appliance of Rochester (registered business name-expert appliance service) claims on their web page, thatthey “ Deliver fast service and exceptional quality results” which is the furthest from the truth from my own experience along with other customers that posted negative reviews on both BBB and Google. (Note: found out today that they have an F rating from the Better Business Bureau of Amherst New York and have not responded to any customer complaints) 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. (Note dates are approximate) 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.