Mr. Appliance of Salem — Local services in Beverly

Beware of Predatory Practices – Avoid Mr. Appliance of Salem

If I could give zero stars, I would. My experience with Mr. Appliance has been nothing short of infuriating—full of misdiagnoses, inflated repair costs, and a refusal to take responsibility for their work.

Our washing machine, less than two years old but just out of warranty, started leaking water. As someone with no technical expertise, I described the issue as best I could. Mr. Appliance charged a $150 “diagnostic fee” for what turned out to be less than 15 minutes of work, determining that the only issue was a faulty intake valve. The repair would cost nearly $500—a steep price, but still cheaper than replacing the machine.

They replaced the part, said everything was working fine, and left. But the moment we turned on the washer, it started making an ear-splitting grinding noise—something that had never happened before. When we called them back, they sent someone to inspect the issue, only to claim that it was completely unrelated to their work, completely unrelated to my initial complaint, and therefore, a completely separate repair requiring more money out of pocket. Their excuse? Because I hadn’t complained about a grinding drum initially (because it wasn’t happening then), they didn’t bother to check past the intake valve during their so-called “diagnostic” visit.

After pushing back, their best offer was to rip out the part they had installed and issue a partial refund—keeping the $150 I paid for their flawed diagnosis. In other words, they take zero accountability for their work, leave me with a still-broken washer, and expect me to pay for the privilege of their incompetence.

Their diagnostic charge is nothing more than a predatory business practice designed to lock customers into inflated repair costs while absolving themselves of any responsibility. I deeply regret trusting them with my appliance repair, and I strongly advise others to stay far away unless you enjoy being overcharged and left with more problems than you started with.

UPDATE/RESPONSE: The ear-splitting grinding noise began immediately after their repair, not "later" as they implied. We ran a test cycle the moment their tech left, and for the first time ever, the washer made this unbearable sound. When we called them back, they refused to acknowledge any connection, instead claiming it was a separate issue that somehow coincidentally appeared right after their work.

Their $150 diagnostic fee failed to catch underlying problems, their repair coincided with a major new issue, and their response was to wipe their hands of it while offering a partial refund only if they removed the part they installed. This is exactly why I left the review—to warn others about their incomplete diagnostics, inflated repair costs, and zero accountability. Avoid...

My one and a half year-old Stove needed thermostat replacement parts, which ended up costing me $699 . I had to wait over three months for the parts to come in. Just fixed now. Dakota is wonderful! He spent a lot of time working on the stove with the new part. This is been a difficult experience! I can honestly say that I will NEVER purchase DANBY anything again! The reason I am writing this after recently doing a review on the subject, ,is that I was asked to express “how it went”! Update on repair: Dakota the technician, left at 6:45 PM. It is 7 o’clock, and I wanted to try the stove to bake chicken. The stove is still.SHUTTING ITSELF OFF!!! help! What is wrong with the stove? I left a message at Office, and will call in the morning. Very upsetting! I don’t know what’s going on! This is my candid review and comment! PS-I just paid another&345 !Need to seriously follow this up! Thursday 9/14/23 Oven still shutting itself off post second visit by tech from Mr Appliance! Main office notified —voicemail called.THIS IS MY UPDAtE! 9/23/23. I need to respond to comments made post settling. I have learned something now, but I definitely want to say, that the technician who visited here three times,NEVER explained function of the oven, and continued on looking into the problem, never mentioning anything about the oven Turning on after it turns off. He went along with my worries that the stove shuts off by itself,.,period. it was the instructions of the second tech brought inThat explained the function of the oven on the last visit. Had this second tech come to my home instead,it would’ve been settled. I believe there was a communication problem.I’m trying to explain something because I just needed to add to my comments and explanations. I hope no one deletes this message. Felt the need to add my comments. Thank you. 10/2023. I have questioned the need for a thermostat replacement in this stove.,. which was done following three months of waiting and $699. This has been an...

Had an issue with my washer dryer combo at a condo I mange. First tech came out to diagnosis the problem. $150 just to look at it. Then they ordered the parts which took about 2 weeks to come in which was no problem.

Scheduled the repair with the office and they are suppose to confirm the day before with who is coming and between what time window. Never got a confirmation they were sending tech because a “glitch in the system” so had to coordinate the morning of which made it difficult with the tenant who is WFH.

For parts and labor quoted ~$950 and put down $400 as deposit. A different tech came out to install the parts from the original visit, and soon realized the first tech was wrong on his end and ordered the wrong parts.

He identified the issue and now we are ordering the new part and told me it was actually going to be cheaper than the original quote (around $600 total). About an hour later when I got home I saw the office had sent me an invoice and were charging me for the full amount of the original quote and no adjustment for the new parts or credit of the more expensive pieces that weren’t used.

I understand appliances can be tough to diagnose with all the electrical components so I wasn’t super upset about having to reorder parts and have another visit to try again. But the lack of communication between technicians about the issue, the late notice about scheduling, and the incorrect invoicing from the office has made this not a smooth process. Overall not impressed but we will see how they respond with the revised invoicing and scheduling hopefully the last visit.

I will say both technicians were extremely kind and polite. Very good to deal with...