Mr. Appliance of Ashland and Mansfield — Local services in Madison Township

I am urging you to please take caution if choosing to use this company. We called because our dryer was not heating. They sent out a technician, and after a few hours that he was here our dryer was able to get hot again, however upon running the dryer, it made a horrible grinding noise. When you started the dryer, it sounded as if an engine was starting and then upon running it would continue to grind. We called back the following day and they scheduled to send out a different technician. When the technician arrived, he let us know that the original technician majorly messed up and completely damaged the internal workings of our dryer. He said he would need to come back with parts to fix the mess that was created. During appointment number three the technician did not have the proper hardware needed to put in the new motor that was needed for our dryer. He left for about an hour and a half returned and tried to reassemble the dryer however, it sounded worse than it did the first time around and he told us we couldn’t use it until they returned. After this six hour appointment, they needed to reschedule another appointment. This time (now appointment number 4 a different technician came back with the first technician who damaged our dryer. The technician proceeded to belittle the original repair man while pulling apart, my dryer telling him all the things that he did wrong. At the end of that appointment they let us know that they needed to take parts of our dryer to work on and needed to come back a fifth time. Somewhere in between appointment three and four we spoke with the owner, and the owner made it abundantly clear that he was very annoyed by our situation and this was a very big headache to him and already cost him more money than it was worth. He wasn’t willing to replace our dryer and said he would settle by refunding us our original service fee that we paid to get the heating element fixed, but this something he doesn’t ever do. And he assured us that upon this 5th appointment things would be fine. The technician came back was here for less than an hour, Put the dryer back together and had us test it and everything sounded fine. That evening I ran a load of wash, put the clothes in, and immediately the grinding noise was back. When we called to speak to the owner again, we were told he wasn’t in. The following day we were told by the receptionist “we issued a refund we will no longer be working with you. If you need to go buy a dryer that’s on you. “ Prior to calling out this company we did not need to buy a new dryer. However, upon fixing our original issue, they created over $1000 worth of damage and now we are forced to buy a new dryer. The fact that this company has left us high and dry and let us know if that they’re no longer willing to work with us is absolutely deplorable. We have been more than understanding have cleared out multiple days of our schedule and have been without a dryer for a month. The fact that the owner couldn’t even speak to us and made his scheduler talk to us also is no way to treat your employees. I suggest you go somewhere else with licensed technicians who know what they’re doing and avoid yourself the headache that we are currently in.

I am editing this review in response to the reply from the company below.

We told the owner that we lost confidence in their ability to repair the dryer after their multiple attempts failed. We stated that the only course of action was for the company to replace our dryer. The owner stated their technician David knew exactly what to do to fix it and he assured us that it would be repaired. We mutually agreed that to restore confidence in his business he would refund the $300 and repair the dryer. The dryer was not repaired, but the money was refunded. The agreement was based on the dryer being fixed. This refund was the least the company could do as they wasted five days of our time multiple hours off of work and totaled our dryer. Never was it stated that the refund was to be used for a new dryer. The owner is being dishonest...

My recommendation is to take extreme caution if considering using this franchise of Mr. Appliance. Though I apologize in advance for its length, here is my experience: We called Mr. Appliance for a Maytag dryer that was not heating. Dan, the owner of the company I later learn through conversation with him, came to our house at the time we had agreed. I showed him the malfunctioning unit downstairs and told him a little about what was going on from our perspective. Dan looked over our unit for about 15 minutes and came back upstairs to tell us the heating element was bad and would need to be replaced. He goes over the costs to do this with us (over $400). My wife and I asked for his opinion if it was worth it to repair this 20+ year old dryer. Dan stated that he would because it had a unique dual heating element that most new dryers didn't have. Based on his recommendation, we agreed to move ahead with the repair when the ordered part came in. The day of the repair comes, a Thursday, and a different technician comes in with a backpack and the part in a box under his arm. We show him the dryer and he gets to work. After about 30 minutes, the technician comes back up, goes out to his truck and brings back a much larger tool box in his arms and goes back downstairs. The technician comes back upstairs with his tools and the part box. He explains to me that the heating element was not the issue and that he put the old one back and had the new one in the box to return. He then explains to me the actual problem with the unit was a wire that had overheated and caught on fire. He shows me a picture on his phone of the wire. He points out how it's charred and most likely now open, which is why the unit is not heating. He adds we are very lucky it did not ignite some lint and cause a bigger fire. He tells me he disconnected the "pigtail" and to not reconnect it and try to use it again and that the unit needed to be disposed because it was a fire hazard. The technician apologizes profusely for the mistake/wasted time and tells me the office will be calling me to "settle up". The office, in fact, doesn't call. When I call, the person who answers the phone tells me that the part/labor will be refunded back, but not the diagnostic fee of $119. I ask: why are you keeping a diagnostic fee if the technician did not correctly diagnose the issue? She tells me she can't answer that and that someone from "admin" would call me to explain it to me. I ask to talk to "admin" and they tell me they are not available at the moment and to call back another time. I had to call back three times more, before finally being directed to "Colette" on Friday. Colette starts by asking me to "help her understand why I thought they should refund the $119 diagnostic fee". I explain to her that they did not correctly diagnose the issue, therefore I shouldn't have to pay a diagnostic fee. She explains back to me that they did refund me the initial diagnostic fee and are charging the diagnostic fee for the second technician's diagnosis. I convey I disagree on the basis I agreed to the first diagnosis, however I did not agree to the second diagnosis because it only happened, without my knowledge or agreement, because of the first incorrect diagnosis. She disagrees once more and states the owner is a human and therefore fallible and that the second technician correctly diagnosed the issue and reminds me again that I signed a document agreeing to the fee. I'm ultimately told the fee will not be refunded. I ask you after reading this: if the owner of the franchise and a "certified master technician" appears to be incompetent in this case, is this a company you want to use? Also, if the owner/Colette are that acquisitive to keep a diagnosis fee despite a customer's dissatisfaction, do you really want to do business with them? I won't be again; you've...

I would not recommend using this service at all. My experience with them resulted in horrendous communication, deceptive practices and unfair assumptions by Mr. Appliance. I scheduled a diagnostic on my fridge. The tech recommended the necessary work. They put a quote in front of me without explaining there would be a cancellation fee if I did not proceed with the work. There allegedly was a disclosure during signing that said the same thing, which is one thing with but that should still be verbally disclosed as a part of the interaction. It’s deceptive to put the customer in a position to only rely on seeing fine print on a tablet at the time of agreement. Additionally, the quote I received was not itemized at all. It was a literal one line for my total. How is a customer supposed to feel informed about the decision they’re making when there is no information outside of the total? Again, it’s deceptive.

When I made the decision to try to do the necessary repairs on my own, I was then verbally informed of the cancellation fee as well as a restock fee (which is not specifically called out), which totaled around $99. The rep I was speaking to said someone would call me back to discuss those fees at more length but I did not completely cancel the work at that time with the impression that it was still being worked out. That call never happened. I called them back roughly a week later. After understanding that $99 fee probably wasn’t going anywhere, I decided to move forward with the work. The same rep as last time said he would check with the office manager to see if the part had already been returned and that they would call me back. Again, that call never happened. Fast forward a couple days later, my credit card has a credit to it for the charges beside the diagnostic and the cancellation fee. I don’t know if I’ve ever worked with a company that has worse communication skills than this place. No one at Mr. Appliance was on the same page about anything with my quote.

Mr. Appliance was a completely horrendous experience and I will never come close to using them again. I would not recommend anyone else use them either. I am 100% not a person who leaves reviews because it’s not worth it and I understand that some things are out of a business’ control. However, this was completely controllable on Mr. Appliance’s side and it needs to be called out. I plan on going to the FTC about this experience and posting it anywhere it...