Mr. Appliance of the Delaware Valley — Local services in Chadds Ford Township

We have a Thermador Refrigerator which we were using another service company because they sold us the Appliances. That company could not repair after 7 or more visits of replacing parts with no success. The other company advised that the refrigerator (5 years old at that time) was not repairable, and could no longer assist us.

We called Mr. Appliance of the Delaware Valley actually a few years later in hopes that they can resolve our ongoing refrigerator issues. It took us this long to have it serviced because we did not know who to call nor want to deal with what we just dealt with from the other service company.

Our tech, Wollf, reviewed our prior service history. After inspecting the freezer, Mr. Appliance tech could see ice build up in the airflow vents. He did a diagnostic, and found that the entire problem was that our defrost-heater sensor was not operating, and needed to be replaced. We were scheduled a few days later when 2 men, Brian and Paul, came to install. They discovered once the defrost-heater sensor was replaced, that we also needed a freezer fan motor.

All of the techs at Mr. Appliance were professional. We did like that there were 2 techs, and they worked well together. More importantly, they had the confidence that this has been the entire problem for the last 3 years, and will repair.

Our entire issue was that the ice maker was not making any ice nor capable of freezing anything properly. It was explained that the ice maker was unable to make ice due to temperature irregularity.

I will say that Mr. Appliance requested that we need to turn off the refrigerator the morning before to allow the refrigerator to defrost while working on the appliance. Our other service company worked on the refrigerator/freezer with it operating.

Yes, it was an expensive repair for an expensive refrigerator. The good news is that we did get back our refrigerator operating like it should when an other appliance company could not figure the issue out.

We received confirmations saying that they are on their way.

Thank you for having the confidence in getting our Thermador repaired. ...

Dear Mr Appliance owner or who is concerned,

My LG refrigerator stopped cooling, I was looking for a repair service and your contact showed up #1 on LG website. No doubts, I called to schedule for diagnosis the day after. Customer staff told me it costs $110 for sending out the tech. I was totally okay with that fee. Then I got an email saying the refrigerator had had problem with the sealed system. I called the staff service to get more details about the repair cost.

I told the service staff I want to get more details about the repairing and cost. “I don’t have that information, you have to make the diagnosis payment now” replied by staff with tough attitude and mean voice. Asked her politely about calling back after checking up with LG, “no you can’t hang up and have to make the payment now” more tough voice from her end.

Asked to talk with the manager and said I will call back with credit number, “You are refusing to make the payment” the manager said with terrible and unprofessional tone over the phone. Did I tell her I refuse to make the payment, ah oh, no totally no. I really didn’t know where she got that assumption from but her tone was like I stolen something from Mr. Appliance and ran away. Finally, she let me hang up the phone.

Called Mr. Appliance tech guy many times, didn’t get any answers, tried leaving a message, voice box was fulled. Texted him, didn’t receive a reply.

Finally, made the payment and hopefully they will give me the repair cost. I still didn’t get repair costs right after making the diagnosis payment. I called them again the following week, got an answer they COULD NOT repair it and I had to contact LG for another diagnosis and repairing. I spent two weeks over the phone, text and diagnosis and they said they can’t make the repairing.

Mr Appliance, I’ve known you are on the market for a long time and have really good customer service based on the other reviews, I don’t know if that unprofessional and tough tone happen to all customers. However, it was the worst experience I’ve got. Hopefully, you will improve the service better.

Thank for...

We used Mr Appliance for a repair on a 3 year old washer. They came out and checked out the issue. It was $125 just for the diagnosis or $235 for the needed part and labor to fix it. Due to time constraints we just had them fix it. The part came in 3 days later and the technician came 2 days after that to work on it. He swapped out the part and thought we were good to go. After my first wash it went right back to the chaotic shaking and moving across the room like it previously was.

I called Mr Appliance to let them know it wasn’t fixed properly. They told me they couldn’t have a technician come out to evaluate for 5 DAYS. 5! I was pretty frustrated by this since we obviously are overpaying for a small part and labor. After we hung up I got a call 2 minutes later saying they needed to push another day. 6 days to just come back and evaluate after the original diagnosis was wrong. Needless to say I was pretty frustrated and let the person know that it was a horrible business practice to mess something up and not come out for SIX DAYS to take another look.

The day came and the technician called GE to see if they knew. They told him what was wrong and the part needed. He ordered it and said they will let me know when it is in. 3 days go by and I have a voicemail asking for me to call them. I got their voicemail for 3 days straight. I left voicemails and never got a call back. On the 3rd day I called, got the voicemail again so I tried calling from my wife’s phone and would you look at that… they answered! Guess they were screening my phone calls because I told them it was a joke to wait to come see the machine again. The part was in and we got to set up next day with the technician. The part was right this time and the machine seems to be working.

Pretty awful experience. Took about 3 weeks to get this fixed. I would have given them 1 star but the technician Andrew was really nice...