Mr. Appliance of East Texas — Local services in Tyler

I'm writing this review on behalf of my elderly parents who received service from your company today. I spoke with my mother this evening and unfortunately her experience was less than stellar. The scheduled service provider arrived at their home, proceeded to repair the stove, stated that the repair had been done, received payment and left. Unfortunately when my mother arrived home to check the work the condition of the stove was still the same. This is the second time a person from Mr. Appliance of East Texas has been to their home. The first visit was for a diagnostic that cost $148 or so and this visit was $129 or so total to date $277.00 and thought that doesn't seem like a lot to most folks around holiday time for retired folks that can be a dent to dish out only to have the same problem. My mother called and made Mr. Appliance aware of the issue and was told that a technician would't be able to come back out until Monday after the Christmas holiday! Fortunate for Mr. Appliance but not for my parents who dis-spite of their good efforts are going into the Christmas holiday without a stove to prepare dinner for their family! Not the quality customer service I would expect especially during this season. Like any child displeased at the treatment of their parents in a situation like this I too called but my message was less than pleasant. Not sure if I'll receive a call back, but whatever happens, I thought it should be known that not every experience from this service provider is highly recommended. Should you choose to use them proceed with caution.

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8 months ago I wrote the above post and noticing the traction it has gotten I thought it is only fair to give an update. Mr. Appliance did come after the holiday to repair my parents stove. It took about three weeks once they made contact to the completion of the job. The stove works now and they followed up as a courtesy call to ensure the element was working. I replace my 1 star service rating to 3 stars. In a season where social media effects everything and people need jobs and business, I hope this restores positive appreciation for Mr....

I normally do not write reviews however, this time I feel compelled to write one. I have a home warranty "FIDELITY Home Warranty", I called them on 2/28 that our refrigerator was not cooling. They contacted Mr. Appliance for a service call. They came the following week 03/05 to check it out. I was told that it needed 4 parts and they were going to order them. I had to call Mr. Appliance in order to get an update regarding the parts, because Mr. Appliance never called me. I was told that only 3 parts had been obtained and the 4th could not be found. I asked if FIDELITY had been notified and they said no. I called FIDELITY and told them and they in turn contacted Mr. Appliance in order to get the information about the 4th part. FIDELITY was able to obtain the part. After several calls to Mr. Appliance and being told that first they had the parts and then no they didn't, the technician finally came on 03/21. He installed the parts but the new compressor would not turn on. He thought it was probably defective and had to order another one and a new mother board. Items ordered and came on 04/12 and installed the new parts and again the compressor did not work. I called Fidelity on 04/15 and finally they agreed to cash us out. I have to say that I will never call Mr. Appliance for the following reasons 1. They never call you to give updates about parts, or appointments. 2. Very hard to get in touch with them. 3. If you leave messages they don't return calls. 4. They notify you that technician will be there in the am and do not show up until after 3PM. 5.Unable to get the appliance fixed after ordering...

I have a love hate relationship with this company. They have done work for me for over 10 years and there has always been an issue. This last time I used them. I had to constantly call them to see where my parts were and how long it would be before they would arrive. This last repair they did I called them back to let them.know it wasn't fully repaired as the repairman had told me ans they told me the work order was closed. I have been calling back for over a month and still no response. Every time I call I ask for a manager and they are Never there and I know I have left 3 messages for them to call me back and still no call back. They are switching to AI and the communication is horrible. The worker there even admitted that they have been having issues. Their communication and notes are horrible. I have finally decided to leave this company after many many years of service. To add to this review evidently via Google reviews because the office manager has yet to contact me. But, the issue lied no where with the Home warranty company. I had to place another service request with the warranty company and the new people that came out this time to repair the washer that mr. Appliance had just repaired (within 7-10 days) but not completely only had to reset the washer. Had someone contacted me back with concern as requested multiple times to no response yet but from this...