Mr. Appliance of Cleveland — Local services in Brooklyn Heights

Brand New Samsung broke last Wed. 4/12 they cancelled my appt twice once on Monday and again Today 4/19.

I don't work morning so begged the company for morning appt. They put me on the schedule 12-5pm. Hired a friend to come over and help. When they showed up on Monday the technical said "Oh I can't service your unit it needs to pulled out from wall. We cannot move the appliance. Has anyone every heard this from an appliance repair company ? He did not want to scratch the floor. Wait this cannot be true that they don't have an Appliance mat. The tech left and said he would need two people and they could not get me in for over week if two people are needed. By the way I pulled the dryer out myself. See pictures below and I am a little person. The dryer could not have weighed more than 50lbs. Just shocked. I called the company to get me on the schedule and they could not get two people until next week. "Really" is this because my dry is brand new and it's covered under warranty. So they put me on for Wed. with one guy and told me I would have to put the dryer back in. Ugh fine. I asked for a morning appt. I got an email from the company at 7pm Tuesday night stating I was the 12-4 slot. Really again. I called 8 am Wed morning and begged for the morning appt as it was to last minute to find someone to help me. The guys who took my call said sorry no way so I asked for the manager. This guys went into this whole conversation about how they could not accommodate me and that really the dryer needs to be pulled out by two people. I was so baffled that he was not listening to my request for early appt! Call me frustrated - said that he could not longer work with a frustrated customer and cancelled the appt and hung up. He called me backed and left a message accusing me of hanging up and that he could not work with frustrated customers. WOW. Please this business is looking out for themselves and not their customers. Many other service companies around that take great care of their customers. Not this one. It will be interesting to see how they responds as I am sure they will blame the customer (me) for causing trouble. Oh my!!! Please find someone else who...

In early February, my three-year-old Bosch 800 series threw the E15 error code -- showing a leak somewhere with water puddling in the base of the dishwasher. Called Mr. Appliance. They were very friendly and came out to fix it on Feb 12. They fixed it ($179), and it lasted a week before it threw the same error code again. They came out and looked at it again, and recommended a part with a bigger fix, so we said OK, and we ordered it. On their third trip to our place they came out Feb 24 and installed that new part ($505). That fix worked, and the tech was very friendly, but a week later it threw yet again the E15 error code. I called their office in frustration and three days later they still hadn't called me back. So I called in again and they promised to come out and make it right. After another few days' wait, they came out again on March 10, looked at it, fixed it up, and that fixe lasted, yep, about a week. They came back on March 24 and recommended another fix (only a $30 part this time), and they installed it on March 28. This time I was assured it was fixed for real, and it seemed like it was running fine just like every other time the tech was here. But yep, the dreaded E15 error code came again three days later on March 31. So we've been eating off paper plates on and off for six weeks, Mr. Appliance has come to my house six times, made four repairs, at a cost of over $700, and my dishwasher is still broken.

The tech is super friendly and seems knowledgeable, but he certainly hasn't actually fixed my dishwasher. They don't seem to have anyone else to send to fix it. Their management takes a few days to call you back even when you're obviously dissatisfied, and their only solution to make it right is to send their people back to repeat the same attempt. So if you've got an easy job, maybe Mr. Appliance will be the right fit for you. But if you've got a tricky job I can't recommend Mr. Appliance, while their techs are friendly you may find yourself wasting six weeks of effort and hundreds of dollars and yet have to replace your...

I don't doubt many customers are satisfied with their work, but my experience with them earns them one star.

I originally contacted them on February 2nd due to an old malfunctioning dishwasher. They immediately offered to send a technician to my house to diagnose the problem for a $100+ fee, of course, without any guarantee that they could even repair it. I informed them I needed a replacement door latch, since my current latch had broken. I gave them the make and model number of my dishwasher so that they could see if a replacement part could be located. So far so good.

Several days later they contacted me, requesting that I send them a photo of the model number. I complied. They information in the photo corresponded with the information I gave them over the phone days earlier. They also sent me an email on February 6th, asking for my address.

On February 8 I inquired if they had found a replacement part yet, since it had been six days and I hadn't gotten an answer yet. This was their response:

"They are still doing extensive research. As soon as they let us know how to proceed our office will reach out to you. Have a great day."

After another week of waiting for them to complete their "extensive research," I phoned another repair company, spoke directly with a technician (not office staff), and told him the make and model number of my dishwasher. Eight minutes later he phoned back and gave me a definitive response as to whether a replacement part was available.

Needless to say, for any future appliance repairs I will not be phoning...