Mr. Appliance of Strafford and Rockingham Counties — Attraction in Epping

Unfortunately we had a bad experience with Mr. Appliance despite some positive reviews elsewhere.

Scheduling was fine, efficient and prompt. Technician appeared and diagnosed the issue with our fridge and recommended a repair. We needed to defrost a part of it to determine how many parts would need to be replaced but we were given an estimate in the worst case (if all 3 parts needed replacing). We were instructed we needed to defrost the area for several hours and to follow up with the results. The next day, we called to cancel as we decided to cancel the repair. We were misled during the diagnostic to sign a document that agreed to the repairs where as we believed we were signing a receipt for the diagnosis (our fault for not reading carefully).

Included in the document is that there would be a restocking fee of 25% for parts ordered. Despite us still not knowing how many parts needed to be replaced 3 parts were already ordered the same day of our diagnosis. Please note that we were not verbally informed that parts would be ordered the same day (which is especially odd since we were instructed to perform further diagnostics by defrosting the fridge!). Additionally there is nothing in writing on any of their service documents that states that parts are ordered the same day of the technicians visit. There is also no verbiage regarding a cancellation policy or anything of that matter. Regardless, Mr. Appliance insisted that we pay this restocking fee since we should have known that this is the process. Take note there is no consideration that perhaps their technician failed to explain this process to us at all?

Ultimately this was a failure of communication. The technician failed to make the process clear to us, failed to inform us that parts would be ordered immediately and we failed to carefully read the receipt we were signing. However, based on how Mr. Appliance handled this miscommunication they deserve this one star review.

Firstly, the technician who visited the house (Robert) was rude, brash and dismissive. He failed to communicate even the most simple processes in a clear manner causing this problem in the first place. He asked us for payment for the diagnosis and handed us a tablet zoomed in on a signature box which we blindly signed. When we called THE NEXT DAY to cancel the office manager who answered (Tina?) was incredibly rude, dismissive and threatening (literally threatened escalation for non-payment and attempted to bully my wife to pay on the phone immediately). Finally, when we received an invoice for the 25% re-stocking fee we responded via email that we would not pay. We received hostile and rude responses from the business owner (Jeanne Lemieux) using language such as "what did you think would happen?".

Rather than try to reconcile and resolve the miscommunication issue to secure our future business (we even asked the technician if they did oven repairs during his visit). Mr. Appliance instead resorted to bullying and aggression. I would advise not spending your money with this...

Mr. Appliance deserves these five stars plus. They were very professional and their technician, Jacob, was very knowledgeable and courteous. We have a GE stacked washer dryer that gave us trouble from almost day one. We requested a technician from GE to come out and check it. The GE technician gave us a line of BS. He did not want to get his fingernails dirty, apparently. I called GE again and demanded a different technician. They had Mr. Appliance call us. They set up an appointment for Jacob to come down and Inspect the unit. They called the night before to confirm the appointment, Jacob called us before he came and they sent a confirming text sending us a picture of Jacob for security purposes. He immediately found the problems and ordered the five necessary parts to fix the unit. Once the parts arrived another appointment was set up. The prior protocols were followed and Jacob had it running better than when we first got it. Yes, the first appointment took a few weeks and after the parts arrived the next appointment took a few weeks but I did not mind because nothing happens overnight whether it be my fall yard cleanup or our garage floor getting fixed or some trees getting cut down. Obviously some people just don’t have patience and think that they are all that and a bag of chips. Well guess what I couldn’t be happier with the results. You are forever on my speed dial. And will be recommended to...

Very frustrating experience with Mr Appliance, primarily with the management and how the business is run. Technician seemed professional and capable.

We had a new LG washer die. LG sent Mr Appliance to provide the warranty service.

Issues:

1. Long wait times to get an appointment. Waited 12 days for the first appointment, then waited for parts, then waited another 10 days for the first available appointment after the parts came in.

2. Both times the technician was at the house he was receiving messages from “his boss” telling him he had to leave and get on to the next appointment even though the job wasn’t done. That is extraordinarily frustrating as a client that has now waited nearly a month to get the tech on-site with the parts.

3. Technician was finally pressured to leave without confirming the washer worked. (Turns out it didn’t) When I contacted Mr Appliance because the washer still didn’t work, I was told I had to begin the warranty claim process over because Mr Appliance had already marked my case as resolved. I did this but now have to wait 11 days before a technician can return to (try to) complete the job they didn’t finish the first time.

When I attempted to contact the owner/manager to discuss the issue I was told she would not take my call. Technician was friendly, on time, and seemed genuinely troubled that he could not stay to actually...