Mike's Video TV & Appliances — Local services in Ferguson Township

Wanting to support a local business over a big-box store, I bought two appliances from Mike's in the past year, a dishwasher and a washer/dryer. I bought the in-house service contract for both. It was slightly more expensive than the same purchase from a big box store, but I figured that it was worth it to have the peace of mind that comes from dealing with a local store that cares about its reputation.

The dishwasher has been great and works without issue. The washer/dryer has been terrible. It shakes my house, is super loud, and smells like burnt rubber every time it runs a spin cycle. I had Mike's service technicians come out multiple times in the past 6 months (including within the first month of purchase). Each time, they attached a device to the machine to run a built-in diagnostic, which reported no errors, and based on that, they told me the machine is working as it should. The problem has been getting progressively worse over time, and I am considering replacing the (less than one-year old) machine to protect my house from being damaged by it.

I feel like I am being gas-lit by Mike's technicians. One service technician told me I was probably overloading the machine, and the next one told me I was probably under loading the machine. When I showed them a picture of loads that caused problems, they both said that it seemed to be loaded an appropriate amount. I have been doing laundry my entire life -- my previous machine (in the exact same location) did not generate a burnt rubber smell, it did not shake my house, and it was not so loud that I was embarrassed to run it while I had a visitor over.

I should also add that before I purchased this particular machine I asked the salesperson whether people like it or if I should consider a different model, and he told me that he has only ever heard positive things (and that people would call him up to say how amazing it was). I spoke to the salesperson who sold it to me today, and he said that he never heard any of my complaints from other customers, and that I "might have a lemon" but that there is nothing they can do. I am very disappointed, and I would encourage others to consider this story before purchasing a high-value item from Mike's.

I'm giving two stars rather than one because the dishwasher works well, and the technicians from Mike's were friendly and did show up when they said they...

Unfortunately we had a frustrating experience. We purchased a refrigerator here vs. the big box stores because they were able to provide a good price and availability. When the order came in, they were prompt in scheduling delivery and the delivery guys were efficient and courteous. Prior to delivery, we were called about a scratch on the door, but told that they would deliver the refrigerator and get us a replacement. This was August of 2024. When we heard nothing more, we called at a couple months for an update. Of note is that we never got callbacks despite checking in multiple times...we always called back but were told that they would look into it...then no updates were provided. Now in April of 2025, we were told that they were no more certain as to when a replacement door would be available. They expressed understanding of our frustration and offered $50 (then $100 upon pressure) or a new refrigerator. We chose the new one. When it was delivered to our home, it had worse/odd paint flaws. They ordered yet another refrigerator and it too had a scratch. Even though it was better than the original, we just accepted the $100 and kept the original fridge rather than take off work again and deal with unloading/reloading etc. Soooo, in the end, our sentiment was that 1)they should have just offered a discount at the original purchase, 2) the discount should have been more than the $50 proposed originally, 3) follow up should be been proactive and timely. Even though they ultimately ordered two new fridges in attempt to get a decent one, it was only after prompting for all those months and at that point of frustration, the $100 discount seemed disproportionate to the situation. No hard feelings ultimately, but there are some opportunities for better customer service practice in this situation.

Update: at end of May, we ultimately got the replacement door. Thanks. Opportunity for better communication still applies, upgrading a 2...

Really terrible customer service.

Purchased new appliances 3 years ago from Mikes after being told how great their service department was vs a big box store. Last week our dishwasher began leaking. When we scheduled a service visit, we were told there would be a $130 call out/ diagnostic fee and whatever parts costs, but installation of the parts were covered. I repeated that there would be no installation fee, and it was confirmed by the service department.

Prior to the tech's arrival, I had the dishwasher removed and prepped to be diagnosed. I called in and explained the leak and was quoted 70$ for a pump and when I asked for confirmation that this was the price for the whole pump kit, I was told "yeah should be". The pump kit retails for 120 online. I had taken pictures and videos of the active leak. The tech was here for less than 10 minutes and confirmed my original diagnosis.

I received a call from the service department later that day indicating that it would be 137$ for the pump and another 110$ for a second piece that was recommended to repair. I was also told that there would be a 90$ installation fee. When I asked why I was told originally there was no installation fee, and even confirmed it, I was told "this fee is because the tech needs extra time for the replacement." There are plenty of howto videos explaining that this is a quick/ easy fix that shouldnt take more than 20 minutes. And If there is the slightest possibility of an additional installation fee, that should have been brought up during the first call, rather than promising free installation.

The individual working the service desk was rude and short when I called in. And when I told her I wasn't willing to pay the extra fee, had the audacity to try and transfer me to their sales department.

Very dissatisfied and disappointed in a local shop, who was raved about how good their...