Mr. Appliance of Rochester, MN — Local services in Rochester

Our dishwasher required service so we contacted Mr. Appliance. We explained our issue over the phone and Mike committed to providing service. This was a horrible decision.

We called Mr. Appliance on a Friday and he scheduled the initial diagnostic consultation for the following Monday. He explained a plan to contact us back on the following Monday to confirm the appointment time. Monday comes around and at about 2:00 PM had not heard from him. We contacted Mike and he said he would actually be to our home on Wednesday. Wednesday rolls around and he does show up and on time for the initial diagnostic assessment of the dishwasher. He required payment during that appointment, which we found to be odd but reasonable enough for his supposed expertise. He did not spend much time assessing our dishwasher before determining it needed a new pump. We paid $298 for the supposed repair. He reported a plan to order the required part and contact us when it arrived to coordinate the repair. He provided an estimate of 1 week. We waited the week and did not hear back. We attempted contact with him multiple times and he did not answer his provided business phone number. We found contact information for Mike on the invoice he emailed us from the initial assessment. This number was actually for his father? His father must have alerted Mike we had been attempting contact as we received a return call very shortly after speaking with his father. When Mike contacted us, he reported the part “just arrived today” and made a plan to come to our home to complete the repair the next day. He did not show up the following day as planned. We again contacted him and he did not answer. We contacted his father and heard back again, right away. He said he was sick and would install the pump the following day. He did show up the following day to repair the pump. The dishwasher still did not work. We gave it 3 days with many failed attempts to use the dishwasher. We were very sick of the disappointing service, poor assessment and inability to provide repair despite payment, we decided to call it a loss and move on. Ironically, Mike called us that third day “returning a missed call” (which we hadn’t called in several days). While we had him on the phone, we expressed the dishwasher was still malfunctioning. We set up another appointment to which he never showed or contacted us. We still have a malfunctioning dishwasher and have now paid Mike and Mr. Appliance $298. We are reasonable and easy to work with. We understand scheduling mixups or errors. This, however, is embarrassing and completely unacceptable. We have not received a refund or any follow up. Do not use this company for your repairs if you would like the job done timely...

Edit to initial review Not looking to be a customer or right. Just leaving a review of my experience. Had a reminder to complete a review. I am incorrect with the $139 diagnostic fee. It was $129. After a discussion with Michael about the estimate he agreed to refund 50% or $69 which is why I recalled it $139. Some additional details: After the 3 minute diagnostic visit (open/close freezer door). He started to leave and said he'd email an estimate. I had to ask him if he needed the model # to find the part, so he came back to the refrigerator to get it. I thought this seemed odd he didn't seem to need it until I pointed it out. It should also be noted the refrigerator is only 1.5 years old and was just out of warranty. His claim that the part was no longer made was quite untrue. He was dishonest in his response. A quick search with the model number located multiple sites to purchase the part from as it is a new fridge. When I called to discuss the estimate, I inquired about the over-inflated cost of the part in the estimate and he told me he needed to make money on it. He also told me the diagnostic fee was not included in the estimate. Part was found on multiple sites for under $80. The YouTube video for this simple repair was no cost.

Original post: Scheduled appointment online. Contacted via phone the following day to reschedule as we needed to be gone at the previously selected time. The technician rescheduled to an earlier time and indicated we would be first stop of the morning at 8:00 am. At 9:15, when no one had arrived, I called to cancel appointment as I need to be on the road by 10:00 am. The tech called back and said he'd be there shortly. At 9:50, when still no one had arrived, I called again to cancel and the tech said he'd be right there and was on our street. At 9:57 the tech arrived at my door. He opened the freezer door, bent down and look at the ice maker, closed the freezer door and told me I needed a particular part that would cost between $400-$500 (which did not include the $139 visit he had just come for). I expressed my concern that no diagnostic function had been performed, the high cost of the estimate and the fact that a $139 service visit was charged for a less than 3 min appointment which only involved opening and closing the freezer door. I did not proceed with repairs offered and was still responsible for the 3 minute $139 "evaluation." AVOID this...

On 07-25-23 we ordered a new KitchenAid Downdraft slide-in Dual Fuel Rang, and we got it until 09-19-23. On 09-18-23, I contacted “Mr. Appliance of Rochester (Mike)” to make an appointment and Mike came on 09-20-23; he recommended to return the unit because it was defective. We got the new range until 11-01-23, I called Mike and he came until 11-06-23, after inspecting the range he told me we were missing the cover for the motor blower, Mike was able to get me the part number and through Home Depot we were able to get the part a week later. On 11-06-23 Mike changed the 4-wire power supply cord for a 3-wire, took the blower cover to his chop for some modification, and I paid him $176.00, Mike told me he could not cut the ceramic floor and he could not realign the gas line because his insurance did not cover that, I told him I will do it myself, and he promised to come back in a few days but he didn’t; I called to reschedule and he came back till 11-14-23 with the modified blower cover but it did not work. Mike asked me to contact a specialist on metal duct installation and I agreed; Mike took the blower cover with him to put it back the way it was and premised to bring it back on 11-17-23 but he didn’t. After calling him on the 18th mike brought back to me the blower cover but it wasn’t assembled correctly, so I had to fix it, and after inspecting the 3-wire cord I found it lose and I had to secure it with a clamp. At this point after having cut the floor, cut the metal ducts, and realigned the gas line by myself, I decided to do the installation by myself and finished it on 11-20-23. I contacted Mike and told him I did the installation and to send me a bill if I owe him something which I have not receive at this moment. My experience with Mike is a 50% pleasant for him trying to do the installation, and 50% frustration for his inability to complete the job. My impression is that Mike is a young man with no to much experience in certain areas of his business, he was unable to keep track of his schedule, and was unable to keep the communication open. I would not recommend “Mr. Appliance of...