Mr. Appliance of Naples — Local services in Naples

Wish I could leave a lower review. Had company out to find out what was wrong with our refrigerator. Once repair technician came, was informed that diagnosis would cost more because of type of refrigerator. (Should have been first warning sign.)But if we had them fix refrigerator, it would be waved. Was told that the part needed would have to be ordered and take a few days to come in. So I scheduled a date and time with tech one week later so that would work completed. Put half of cost for repair as down payment and part arrived a couple of days later. Day before scheduled date, was informed through automated text message that appointment was moved up to time no one was available at house. Called office to reschedule, and was told technician would come at end of day at original time. Day of repair, I receive call at work from tech that he would be there at the house in 5 minutes.Told tech that no one was home and he agreed to come back at agreed upon time. Tech shows up at door 1 hour before agreed upon scheduled time. Guess what, no one’s home. Leaves card. I call main number (guess this is a franchise because I get call center in Texas) and am told someone will contact me. In mean time, the scheduler books arbitrary appointment for a day and time that no one can be there. Scheduler calls back and proceeds to tell me that it's industry standard for technicians to show up when it's convenient for company and not for agreed upon times. Got so frustrated about being told that since she’s been in business for 20 years I should accept the horrible customer service, I finally asked for my money back and am in process of terminating business relationship with company. Customer care and service absolutely worst I've ever experienced. Spend your...

Let me start out by saying that I was impressed with the way they answer the phones, speak to the customer and confirm appt. by text with photo of the tech rep. Unfortunately, that’s where my favorable impression ends. I called and explained that I had a power surge to my building caused by a FPL transformer explosion. A licensed electrician came and repaired my circuit breaker panel. I told the customer service rep that just the electronic control panel on my electric stove was damaged by the surge and needed to be replaced. I told her it is an old unit and asked if I could give her the model# to see if they could order the part. She said that a tech rep had to come to my home to diagnose the problem but that I could use the $149 house call fee as a credit toward the repair. I replied that I understand that under most circumstances that you can’t rely upon a customer’s speculation but that in my case a licensed electrician was involved and it was clear that the control panel was the issue. I just didn’t want to end up spending $149 for nothing. Never-the-less, I agreed to have the technician come. As I suspected, he took one look at the stove and agreed with my assessment without even moving the unit. And sure enough, he told me the unit is old and the part is no longer available. I am now out $149 and had to purchase a new stove. Company policies are in place to serve as guidelines to handle most recurring situations. However, listening to the customer, exercising good judgment and allowing exceptions when appropriate should be the practice of any good service organization. I believe this is a reasonable expectation.

Unfortunately, this was not my experience with...

I had a dishwasher that was leaking through its door. From searching on the Internet I saw that probably causes could be the gaskets that line the door or seals. So I figured it might be worthwhile to have it checked out before just going and buying a new one. What I liked about Mr. Appliance of Naples is when I called for an appointment, the representative accommodated my request for the day I specified and told me I would receive a text the day before in the late afternoon telling me what time he would be there. I did not have to wait around wondering. The text came in as she said it would and that morning another text came in from Benny, the technician with his photo telling me he would be there shortly, which was within the time frame I had been given. Benny was professional, took off the kick plate to look under the built in dishwasher, examined and tested the dishwasher and reported to me that I had a cracked pump. He could see where the leak was coming from. Given the age of the dishwasher, definitely not worth repairing. For me, the $99 diagnostic fee was well worth it. I liked the fact that he had a tablet that showed the exact model with all the parts. He utilized resources that backed up his conclusion also that it wasn't worth it to fix. I also learned that sometimes searching on the Internet for problem solutions might not really lead to finding the right problem or solution. I've had other appliance repair people in the past and had to replace rather than repair because these days, it usually is better to replace than repair unless it is under warranty. I would definitely use Benny Navarro with Mr. Appliance of...