Mr. Appliance of the Tri-Cities — Local services in Gray

If I could give this company a negative star I would. Spoke to the office manager regarding an issue that was coming up on warranty and I was given an less than adequate excuse for them refusing to guarantee the warranty. I have given them thousands of dollars over the year they have serviced my home appliances, and each time I have had to dish out more cash since there was always something "new" that was wrong. Not today! They have lost this customer over a less than $200 part and I would not recommend them to anyone who appreciates good customer service. Unfortunately, the tech was amazing...the office leadership...not so much! When I spoke of writing a letter to corporate, the office manager said they were a franchise...basically, we answer to no one. So unfortunate!!!

Response to Suzanne (office manager) since I am unable to reply to her comments..... Suzanne, it appears really convenient that initially I was told that Mr. Appliance would not honor the warranty due to a plumbing issue that HAS NOT been diagnosed by a plumber. Since there is no one with knowledge in your company to verify it's a plumbing issue that caused my valve to go bad, how can you deny the warranty? Good customer service would have honored the warranty and then I would've contacted a plumber to verify in fact, that it's a plumbing issue. This valve that went bad was replaced almost a year ago, before we purchased our home and unfortunately, being introduced to your company. The previous homeowner told us that the ice maker was paid for and parts installed two weeks before we closed...that tells me that the valve and all parts should be under warranty until the end of June to the first part of July 2019. Now the kicker...the second excuse came into play by your dishonest company. When I pushed back, the issue was no longer the "plumbing" it was now, the valve was out of warranty...by two weeks!!! Two weeks???? REALLY????? Seems awfully convenient that now the valve is not under warranty and an unlikely scenario. I've asked for and have not received this invoice with this supposed date of repair. From my point of view, this excuse is extremely suspicious. Your company has a character flaw of deception and greed, pure and simple. I have read previous reviews for your particular franchise, and this appears to be a common practice. Shame of you Suzanne and the entire management team. You lost a thousand dollar plus client over $300! It's not about the money....at all.. It's the spirit behind your greed which I refuse to give into. We'd give you $500 for legitimate reasons but I will not support or give my business to any company who disregards and dismisses their customers concerns for a few coerced pennies, as you so blatantly did today. The only bright lining in this scenario is the amazing tech you have working for you. I just hope you treat your employees better than your customers!!! Our business will find this repair elsewhere with a company who respects the customer ....I just hope no one else falls victim to your scam which is strictly the reason for my post on SEVERAL sites. Your response to this post is most certainly, less...

Beware of this company!!! Do not trust them with any of your appliances! They are untrained and are not accountable! Mr. Appliance was sent to my home by my extended warranty company to fix my Jenn Air oven. Dustin arrived and when he looked at my double ovens there was a code given on the oven and to contact 1-800 Jenn Air. He ignored this and instead within 2 minutes self diagnosed it as a $516 control panel. He ordered it and returned in week to install it. He arrived and attempted to replace the control panel and while reinstalling the oven he broke a piece in the frame where the door was held in and the bottom door was no longer able to attached to the oven. He then laid in my kitchen floor on his tablet looking for a part to fix it. He used such force that you could hear the loud pop of him breaking it and in turned hurt his finger. The light continues to stay on and therefore the breaker has to be turned on and off bc of him breaking the door off. He left my house after 2 hours of laying on my floor and trying to find the above part and he took the metal piece with him. I called on Monday to try and get some answers and I could not even get in touch with the owner. His name would not be given out... like it is some type of secret! His name is Anthony Arroyo! I spoke to the headquarters in TX and they do not care about the franchisee does as long as they pay their franchise fees. So my oven was still not fixed after paying $516 for a control panel that wasn’t the issue and I am also out a broken lower oven door. I called another appliance company out of Bristol who was recommended to me by Jenn Air and the technician actually was trained and knew immediately how to run diagnostic on the oven and figured out it was a cooling fan. Which was approximately around $400 to fix it. He attempted to look at the broken door and called Whirlpool which is owns Jenn Air and the part Dustin broke was part of the frame of the door and CANNOT be fixed. So now my oven has to be completely replaced with a new one because of the negligence of Mr. Appliance. They are not willing to do anything to make this right or to be accountable for what their UNTRAINED technicians did to my $5k Jenn Air double ovens. I am pursuing legal action against them. They also kept my part they broke off of the frame of my oven after I called wanting it back. They lied and said I would have it that day by 3pm. It didn’t happen! Do not get them to fix anything. They do not know how and will break your appliances and charge you for countless parts because they aren’t trained to work on high...

UNETHICAL. I WILL NOT DO BUSINESS WITH MR APPLIANCE AGAIN.

They do not in any way have your satisfaction in mind. Mr. Appliance of Tri-Cities technicians will find a way to AVOID GIVING YOU A WARRANTIED REPAIR even when your appliance fails for the same reason and part within the one-year deadline. They will find a way to disqualify any warranty so they can charge you full price.

In our case, the same part they fixed 10 months ago failed, for the second time in less than a year. The tech arrived and somehow MISDIAGNOSED the problem finding an apparent different issue than the warranty part and so ordered a different non-warrantied part. On top of that, the wrong non-warrantied part was shipped causing a week-long delay. They reordered the correct non-warranty part and we waited more than a week for "expedited shipping". When the tech finally came to the house, he realized he actually DID need to order the WARRANTY part which he he had misdiagnosed from the beginning. AFTER WEEKS of dealing with this, they arrive to install the correct warranty part and the tech spent 2 HOURS trying to slam the part into place. In the end, the technician decides the issue was caused by damage from an unknown object- which he neither could find, ,show us, or prove existed, and furthermore could not see any damage to the screen protecting the internal components from this so-called damage. Impossible when the screen protecting the impellers is undamaged in any way! Nevertheless, they DISQUALIFIED THE WARRANTY as "not a manufacturers defect" but as" damage".

The manager's (Suzanne) response by phone when we tried to reason with her: "I've already told you we are not going to warranty the part. I'm not going to do anything about this." That is the antithesis of good customer service. Repugnant.

This franchise operator would not work with us, would not reason with us, and they did not even attempt to move from their "no partial refund" status. They simply don't care. They will tell you what you want to hear to your face while in your home and before the repair occurs, then they do everything they can to be sure there is no warranty repair. The response from the manager of the franchise (BELOW) is the perfect example of how blame is placed on the appliance owner to avoid the warranty repair. WE HAVE NEVER NEGLECTED TAKING EXCELLENT CARE OF OUR DISHWASHER or any of our appliances. So, once again Suzanne, your reply is ludicrous. Nice attempt to save face but that won't work here....