Mr. ApplianceAvis 

I would give a 0 if possible.
At every step of the way they were not helpful and had horrendous communication.
I have a broken fridge. I called and let them know what the issue was, they said they took notes and would send someone out. It took them 3 days to get to me, ended up being over an hour late to the initial meeting.
They had to order a part and said they could be back on Tuesday, did not come until Wednesday to install that part. I called them that afternoon to tell them the fridge was still broken and was having the exact same issue I called them about.
They said they would send someone that afternoon, never put me on the schedule so now I am waiting another day to start this process over.
The people in the office were note helpful, however the person who actually came to work on the fridge was wonderful.

The timeline on their website is not correct, it takes significantly longer - I am on day 9 and still have a broken fridge and freezer.

My experience was great because the men was courteous on time done his job well and fast. Very knowledgeable.

I called Mr. Appliance to fix a malfunctioning burner on my gas stove. The technician confirmed that it was not working (which I already knew) but didn't have the part to fix it. In order for them to order the part, I first had to pay $436.40. That was in December 2022. There was no communication for six weeks, until I finally called to inquire. The part was back-ordered. After that they were good about communicating, but they still failed to get the part. After six months of waiting for the part, I ran out of patience and asked for a refund in June 2023. The refund check (which took another month to arrive in the mail) was for only $284.33. The difference was a non-refundable service fee from the original visit, which did not solve the problem and provided no value. The upshot? They held my money for six months and charged me $152.07 for a service that they promised but did not deliver. I am not impressed. I will not be using Mr. Appliance again and do not recommend them to others.

Do not use Mr Appliance. They will over charge and over promise. Rude and unprofessional. Once something is fixed (this can take weeks) they leave the project unfinished... found out the hot water hose wasn't plugged in, dryer hose was unplugged although fixing the washer. Please save yourself from the same frustration we have had.

I wish I could give it no stars. Had a schedule for last week they called to say they had to reschedule due to the worker getting stuck at another job. They were supposed to come back today. I got a time text and worker not surprised no one ever showed up. When I call the girl sherry if that’s her name was the worst costumer service ever. I hope she gets paid peanuts. Now it’s supposedly reschedule for next Friday let’s see. Don’t buy the service plan if Mr appliance is the service company

I had the Samsung people out since the ice maker was not making ice. They changed the ice maker and it turns out that the thermistor in the freezer was bad so the freezer was not cold enough. Randy from Mr.Appliance did some troubleshooting and identified the thermistor. He replaced it today and it appears to be working again. Randy was very thorough and very courteous. I will use Mr. Appliance again and recommend them to my friends and family.

Mr. Appliance out of St. Albert was just at my home for a service call on my oven. Cody was on time, courteous, knowledgeable, and friendly. He did his work in a timely manner.
Also Olivia with customer service was excellent to deal with and contributed to my overall feelings of having been treated well.

Communication, both through email and text, is excellent. The call before arriving is a great feature.
My service tech., John, was on time, knowledgeable, efficient, and very pleasant. I will definitely call Mr. Appliance next time.
Kate

Had Mr.Appliance of West Loop out to repair dishwasher. Charged me $220 for repair. Wasn’t properly fixed, & the problem returned a week later, but Mr.Appliance never did. Wouldn’t set a scheduled appointment for return service, & lied about it. No call, no show, & was given the run around trying to get them to come back. Asked for a refund & was ignored. Complete theft. This company is a huge fraud. It’s never “A good day at Mr. Appliance.

3 months ago they came and 'fixed'/replaced the heating element in our dryer. The warranty with them is apparently only 90 days. 3 months later we have run into the same problem.
They didn't offer anything to deal with the issue.
We would just pay again for the same fix, they didn't care.
Their 'fix' went barely outside of the warranty period and dropped off. I don't understand how anyone can see this as anything but a scam.

My Maytag dryer light wasn't coming on & the dryer continued to run while the door was open. Gregory from Mr. Appliance came and diagnosed the problem quickly as a simple door switch replacement. He also cleaned some lint from the lower section and checked the airflow to ensure it was operating well since my tenant said it wasn't drying well either. He even checked the washer spin cycle. But he said there was absolutely nothing wrong with either machine other than the dryer door switch. So, with my approval, he ordered the part and had me sign/pay for $311. He came back 2 days later but the part wasn't right since the dryer had apparently been put together from 2 different machines. So another two days and he came back with the right part. It took about 10 or 15 minutes to remove the old one and install the new one. I was happy with the work but confused about the charge since the lady on the phone said I would only be charged for parts & labor. I looked it up on ebay and the part was $5-$10. I understand they do a markup and/or use better approved parts, so I'd understand maybe $20 or $25. But I was charged something over $50 for the part. And the labor was $258. (Numbers approximate by what the secretary told me and what I could remember.) But that was all decided on the first visit before the job was complete. When I called to ask about those charges, I was told the prices are set by Mr. Appliance for the given job as well as for the 1 year warrantee. Regardless, I told the owner, Mr. Scott Kneer (937-287-3232) that I thought it was hard to understand how they could charge that much for the part and labor of about the easiest job they could do. It seems like gouging to me. He was obviously unwilling to budge and there was nothing further I could do. I was not rude and didn't push it since it was out of my hands. Gregory did do a good job. But it was only worth about 1/2 what they charged, if that. I told Kneer I would NOT be using them again.

Called the local office of Mr Appliance, waited more than a week for repairs, which were completed 7-27-22 with the assurance that I had a one year service and and repair warranty, 1st week of May 2023 the dryer again stopped heating. Called Mr Appliance and was surprised that the office no longer existed. After many calls to other Mr Appliance locations in my state, no response. Contacted Neighborly, the parent company of this company, "in short they don't care" I consider both the Franchisee and Neighborly company scam actors and you should run from them and any business Neighborly is accociated with. As a side note, sent several emails to Mr Appliance the home office, and Neighborly home office, no response. Confirmed scam companies.

Called to schedule an emergency repair. Answered all the questions asked from either the dispatcher or on call service. Had no return call.....

Its a scam. You call for appt they say its $ 119 . They cant give you a quote the tech has to do it. I said i know its the lock because i broke it. They said guy must look so he came and told me 450$ insane ! I cant say who to call but im going to post an alternative here when i figure it out.

They repaired my dishwasher in October for 225 dollars. Last week my dishwasher started having the same problem so I called them to come fix it. They were supposed to get here between 3:30 and 4:30 on Tuesday. At 5:45 the technician called to ask me if it was having the same problem as last time. When I told him yes, he told me it was gonna be 517 dollars for the part not counting labor. I can buy a new one for that, no thanks. He refused to come out and look at it so I had to wait a week to get a real technician out to fix it. Don't waste your time or money!!

I use this company for the first time to fix my icemaker and dryer. Technician charged $139 to do absolutely nothing. He told me it would be $1900 to fix a 10 year old dryer. Then he told me it would be $300 to cart it away. He told me that the icemaker was not repairable, and there were no parts available and I would need a new refrigerator. This is the worst appliance repair company experience I’ve ever had. I will never use this company again. They blow a bunch of hot air about their code of values, they certainly talk the talk, but they do not walk the walk. My advice is avoid this company.

I had the nicest appliance repair service today.
Mr. Appliance (Mr appliance.com) Ramona. Same day appt, they sent an email with a picture of who was coming to my door, he wore an ID badge, he put covers on his shoes, very clean and polite, explained the problem, ordered a part and will return before I leave on vacation. I couldn't be happier! Just wanted to share 😊. Date of experience Apr 10, 2023.

Terrible service. Charged 400 dollars to fix a burner that broke 3 days later. When came back third to charge other 400 dollars to allegedly replace a part. Screwed them all. 4 months later the burner doesn’t work anymore.

My interactions with the company were pleasant as there was always someone who answered their phones and the tech was extremely kind and polite. But to be fair my initial service experience was bad. However, Talk about redeeming themselves! To be honest I was frustrated with the service in the beginning as I had paid $320 to have a part replaced in my washer, which was only 1 year old. When the tech left the washer was still broken and erroring the exact same way. I had to wait through the weekend for them to come out again to be told that maybe my circuit board broke as well and that would be another $275.00. At that point, I would have paid for my unit twice, and knowing how crappy Whirlpool is I was not willing to do it. I just had to eat the money I just spent on it and needless to say, I was greatly frustrated. However, the next day a manager called me and I expressed my frustration with having put so much money into it and still have a broken washer. She impressed me and told me she would replace my circuit board at no cost to me! What?! Really!? Just when you feel the world is out for your money and humanity is all but dead, here comes a human being seeing reason and is willing to make it right. I am pleasantly surprised and will definitely recommend this company in the future.

March 10 marked 3 weeks since my dishwasher had been broken. I called Mr Appliance to come out and diagnose the fix. It turned out it was a repair that needed a new part.
Over the 3 weeks I called the maker of my appliance and Mr Appliance 3x, going back and forth. Every time I called Mr Appliance, I was told something different (we submitted the paperwork and are waiting to hear from the company authorizing your repair but they would order the part so it was on hand, then, we resubmitted everything they wanted and they have approved the warranty, then I couldn't even reach them by phone). The third time, when I couldn't reach them by phone, I was on the phone with the manufacturer. The manufacturer also could not reach them. The manufacturer gave me a code authorizing the repair, due to the inconvenience I had been experiencing. I called Mr Appliance and *finally* got through to someone. I was told they did not have the part on hand (which I'd been told earlier that they did) and would have to talk to someone else in the office, and that they'd call me back by the end of the business day. I made an appointment for the following morning, via their website, for the repair.
Two days passed. I did not get a phone call, and I did not get an email.

I received a call from Mr Appliance two days later to schedule service for my repair. I patiently asked to be referred to a supervisor, since I wanted to leave a complaint, and had never spoken to the person who called, and did not feel they deserved my ire.

I was connected with the supervisor, Jane. I explained calmly that I had to move on with a different company due to an inability to contact Mr Appliance, and that I would like my diagnostic fee back due to the inconvenience I had experienced due to Mr Appliance's negligence in correctly filling out paperwork. The supervisor was condescending ("I'm sure you can understand we can't just do repairs for free, can't you?") and extremely rude. While she did apologize for downed phone lines, on the day I couldn’t reach them, making it hard to contact Mr Appliance (I got through only that one time), she refused to apologize for anything else. She also tried to guilt me, saying she thought she was doing me a favor and that she was doing "a good thing" by ordering the part immediately for us, while she was working from home. This falls flat on its face considering I'd been told the part was already on hand, and that this was during *normal business hours.* This is absolutely unprofessional. A business should not guilt its clients, insisting they are doing them a favor by *doing their job.*
She insisted that my narration of my experience had not happened ("I was in the office when the girls called you, and they didn't say that") and that she had called several times and left me voicemails (she has not, neither I nor my partner have any record on contact) and that they had communicated with me to cancel the appointment that I made (they did not). She used a raised voice to speak with me, frequently interrupted me, and kept insisting that unfortunately we were at an impasse and just couldn't understand each other. The latter insistence is preposterous. I am a customer whose appliance has been out of service for weeks, not a friend with whom a disagreement is being had. I continued to insist that interrupting your customer, gaslighting them, and speaking condescendingly to them in a raised voice is not a professional course of action. The supervisor then snapped "fine, I'll send you your hundred dollars." And proceeded to hang up the phone on me.

I have given Mr Appliance a grace period of two weeks in which to refund me the cost of my diagnostic fee, and have not received it. So I am now posting this review.

While I had a positive and speedy repair with Mr Appliance in December of 2022, and would have recommended them then (as I chose to go with them for this repair), I would absolutely caution anyone against working with them. It was a horrible experience and I am badly shaken. I am also out money that my family sorely needs.