Complaints

This profile includes complaints for Mr. Appliance of Mid America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mr. Appliance of Mid America

  5350 N Illinois St Fairview Heights, IL 62208-3500

  
• 

  Mr. Appliance of Mid America

  13975 Manchester Rd Ballwin, MO 63011-4500

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Whirlpool refrigerator at ********** on 9/22/22. It stopped cooling and making ice right before 2 years of purchase. The freezer walls were covered with frost. I called **********. The manager sent my information to 4 Whirlpool trained contractors that would contact me shortly after our conversation. I contracted with *** ********************** who charged more ($130) for a visit to diagnose, because they had an appointment available the next day on 9/23. The repairman said that the defrost heater and thermostat needed to be replaced. I had to pay 1/2 the total cost of $370.23 and pay the rest when the job was completed. 4 days later the man came back, replaced the non-working parts, and accidentally broke the rail of the freezer door. He phoned his manager and told him about the broken sliding part. The manager wanted me to pay for that part. I said no. But, he insisted that I had to pay the remaining amount of the bill that day. The nice repairman ordered the part and will return to fix the freezer door. This took place yesterday 9/27/24. The refrigerator doesnt cool, the ice maker doesnt work and the freezer walls are covered with frost again. *** ********************** only works Monday through Friday. No 24 hour service for emergencies. I requested an appointment for Monday 9/30/24. I will get bags of ice from the gas station (again) and use the refrigerator as an expensive cooler in the meantime. I need Mr Appliance to fix my fridge once and for all, or return my money so I can contract with a different repair company.

  

  Business Response

  Date: 09/29/2024

  Thank you for bringing your concerns to our attention. Im truly sorry to hear that your refrigerator is not cooling properly after our initial repair. Please know that we take your situation seriously. We received your message over the weekend and responded promptly to ensure youre back on our schedule for Monday. Our goal is to thoroughly assess the issue and find a resolution for the ongoing cooling and frosting problems. I also want to address the damaged part from our initial assessmentwe will cover that cost entirely. We appreciate your patience and look forward to resolving this matter for you.

• Initial Complaint

  Date:06/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a service call to explore two issues with a ******* refrigerator.1) Water was leaking under the deli tray causing ice to form & the drawer inoperable 2) In the past week the ice maker production had slowed dramatically ************ was the professional who came out & was very nice. He tested a few items & assured me the two problems were not connected. A bit surprising to me but solely because I noticed both issues around the same time. At the end of the 30 minutes or so ***** was here, he concluded a few things:1) Water pressure to the house was good. 2) The ice maker was fine & should start producing ice once the **************** had settled from his inspections 3) The leak in the deli tray was a common issue & required a kit to be ordered/installed 4) Suggested a plumber could be needed down the road if during the install of that kit there was a challenge shutting off the water.After learning the total due was $568.87 we again discussed the condition of the ice maker & the rest of the unit as I weighed buying a new refrigerator. Considering the confidence in the condition of the ice maker, I approved the repair.The next day, 24+ hours after ****** visit, I have zero ice. It became clear to me that after the $568.87 visit & scheduled installation I still would not have any ice so I made the decision to replace the refrigerator. Upon canceling the repair, I was told that a restocking fee of $100 was going to be charged. My visit was on Thursday 6/20. The parts that needed to be stocked had arrived on Friday 6/21. Regardless of whether the parts were in stock or not, I would never have authorized the repair without assurance that the ice maker was in working order. That's the discussion I had with ************** Any more repairs above the $568.87 & I may as well replace it. Had he even hinted the ice maker was no longer functioning, I would have made that decision with him in the room.I am contesting the fees charges & requesting a refund.

  Customer Answer

  Date: 06/22/2024

  I have a video I attempted to attach here of my ice maker & refrigerator condition. As of this morning, 1 1/2 days after the visit, there is still no ice being produced at all& now there is a loud, constant noise. We work from home with an office in the dining room where calls are needed to be made. So I'll spend the weekend troubleshooting how I can at least get the noise to stop.

  Summarizing, I'm not sure what I paid for at all now as I have zero ice & a loud constant noise after being told our ice maker was just fine. At least before the visit I had some ice & no noise.

  To be treated so disrespectfully when I simply called to cancel the repair & question the restocking fee is even more inexcusable now given I am in much worse shape than I was prior to the visit. 

  On Friday trying to discuss the situation I would have accepted simply not being charged the restocking fee, given the situation I'm in now, I'm requesting a full refund. I am not forced to spend an unclear amount of time trying to undo whatever happened as a result of the visit.

   

  

  Business Response

  Date: 06/25/2024

  We have canceled your repair per your request. There is a $50 restock fee for the parts ordered. We have already refunded your credit card down to the trip fee plus the restock fee. These terms are clearly detailed on your signed receipt. 

  Customer Answer

  Date: 06/25/2024

  Complaint: 21884727
  
  I am rejecting this response because of the horribly inaccurate diagnosis I received which led to me ordering the repair & parts in question. 
  

  When I called to question, I was rudely dismissed to the point of being hung up on. It was recorded & when I called back, the initial operator seemed embarrassed & somewhat remorseful. 
  

  Its very simple. The repair & parts were ordered under inaccurate information. Any terms are null & void based on that alone. The complaint remains until a $180 charge that remains on my card is reimbursed.

  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ** laundry machine leaked about a cup of water on the floor. I called Mr. ********************** and 2 techs came to take a look at it. They said it was coming from the detergent drawer and they ordered the part and replaced it on Thursday, 6/6/24. I did a load of laundry on Sunday, just 3 days later. I discovered water leaking all over the laundry floor, kitchen floor through the ceiling of my finished lower level and on my basement floor. I quickly cleaned everything up. On Monday 6/17/24 I called them back and asked to speak to a manager. They sent the tech and the manager ****, who stated this was a new problem. He said the fitting around the drain hose had corroded or was missing a part. I asked them if they disconnected this piece and he stated yes they tightened it with the original repair. This did not make sense, how could a piece they disconnected suddenly get corroded or go missing after one load of laundry. I had him take a look at my ceiling but he had no resolution for the damages other than they would order the new part. I asked to speak to the owner, he called me the next day but again said it wasnt their fault. I asked him if he could fix the washer with the new part and reimburse me the amount of $ ******, the cost of the original service. He said he had to take a call but then called back and stated he would reluctantly do this. In the meantime I got an estimate for the damages which were $ 3800. I would like them to pay the cost of the damages also. They are coming back on 6/18/24 to replace the clamp as of today 6/14/24 they have not reimbursed me for the services either.

  

  Business Response

  Date: 06/19/2024

  It was determined that a hose clamp had failed that caused this leak. Following the original repair to correct a separate leak, the technicians tested the machine with no active leaks and the invoice was signed by the customer accepting that there were no active leaks on 06/06/2024. On 06/10 we were dispatched for a new leak after the customer ran a few loads in the washer. The technicians assessed the washer and found that a water hose clamp failed and could no longer be tightened by its wingnut. While researching for the ** OEM replacement hose clamp, it was discovered that this clamp has since been revised without a wingnut and has added extra reinforcement to prevent exactly what happened to this machine and have since replaced the hose clamp. We agreed to the customers request for a full refund of the original repair following the second repair, which was processed on 06/19/2024, and not charge for the new repair to take care of the customer. If we were negligent in any way, we would take care of the water damage, but in this case, it was determined that we were not, and it was due to the hose clamp failing. We sympathize with the customer and provided over $1,400 worth of work at no charge. 

  Customer Answer

  Date: 06/20/2024

  Complaint: 21853482
  
  I am rejecting this response because: There response is unacceptable. They should cover some if not all of the damage. They should have noticed this at the time of the original repair. Also, Im not sure where they are getting ***** dollars worth of work, they came out 2 times once to replace the detergent drawer and another time to replace the clamp. If that was the charge for these 2 items then thats practically robbery to your customers and you should have no problem covering the damages to my house.
  
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a service call to have my washer serviced after getting an error code. The washer is under warranty and I was told that the service call and repair is covered by the manufacturer. After the technician (*******) completed his troubleshooting he showed me pictures of the ware from the tube being unbalanced which caused the errored code. Then he stated that I would have to pay a service fee because nothing needed to be fixed. A lady from the office ***** called with an attitude & said that if I did not pay the service fee they would not service my home anymore. Feeling forced having no other option I paid the fee. Again the washer is under manufacturer warranty and it gave an error code that caused the washer to stop working. I should not have to pay a service fee.

  

  Business Response

  Date: 02/14/2024

  Upon booking for your ***** Queen washer, we explained that if the problem your machine is having is not the fault of the machine, you will incur a $140 service fee. It was determined, and confirmed after calling ***** Queen's tech support, that the washer had went out of balance due to how it was loaded and not the fault of the machine. I have attached the limited warranty for your product that states: ***************** Systems (parent ******* of ***** Queen) is not responsible for labor charges that result from a service call where a unit is found to function as designed." stated under ****************** Warranty Does Not Cover'. I understand that this may be frustrating, however the manufacture will not compensate us for the services we provided under these circumstances. I would advise you to contact ***** Queen directly to express your gradiences regarding their policy. 

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We made an order for service with Mr Appliance a week ago to repair a part for our dishwasher . We had a genuine part that was ordered from the manufacturer to repair our dishwasher. The Mr Appliance customer service representative stated that they would come out and make the repair. She stated that there would be $130 service charge that would be included and deducted from the repair. The service technician came out to make the repair. However, he told us that the company just changed their policy and cant make the repair using a part they didnt order. We was charged a $130 service fee for no work done. This is a rip off. I contacted the customer representative and asked why they didnt tell us before we order service. If we knew upfront about this, we would have cancelled service or not used Mr Appliance. We definitely would like or money back and we wont be using this company for future services. This is false advertising and predatory practices.

  

  Business Response

  Date: 05/09/2023

  After reviewing your booking call on Friday, 05/05/2023, you did state at the end of the call that you had the part to be installed. At that point, our customer service representative should have explained our policy that we do not install customer supplied parts due to liabilities and our warranty and gave you an option to proceed with the appointment. That was not offered,and I do apologize. This has been a policy of ours for several years and I have approved a full refund of the diagnostic charge that was paid on Monday, 05/08/2023.

  Customer Answer

  Date: 05/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 17 April I called Mr. Applinace in Fairview Heights, to come service a dryer that was not heating. Upon making the appointment I was informed that there is a $180 fee because the unit is a stacked unit. And they would have to send 2 techs out. It was explained to me that the 180 would be applied to the repair, if I decided to move forward. The techs showed up and confirmed that the heating element needed to be replaced and the total would be 561.23. I agreed to move forward with the repair. Upon completion of the work I paid and ask for a detailed bill because what he was showing me was not clear on the actual charges. He told me a detailed bill will be emailed. Upon receiving the detailed bill, I notice there was the breakdown was for 2 line items (Element repair (351.52) and Physical Assist (199.00). I immediately called to ask why is there an assist change and where is the 180 fee that rolled into the repair. I was told that the 199 Assist change was for the second repair person to be here and it was separate from the diag fee of 180. They were not transparent that there is a 2nd fee for repair as they were with a diag fee. They lump it into one total as a total cost. On their receipt, they don't show that the 180 is applied to the repair. Their Terms and Service agreement only talks about a fee for Diag as well. They told me it was my responsibility to know about the other fees as they don't require the techs to tell you this when giving a price. Be careful when using their service as you don't file out that you are being charged until after they are long gone.

  

  Business Response

  Date: 04/27/2023

  The $180 is for a 2-person 'diagnostic fee'. The $199 'physical assist' was for the 'repair' with a second Service Professional detailed on the receipt. If the repair quote would have been declined, the $180 'diagnostic fee' would have gone towards the 'repair' if the customer called back and went with the 'repair' within 30 days with a remaining balance of $381.23. However, since the customer agreed to the quote and signed for the Service Professionals to proceed with he repair while they were onsite and we had the part on the truck, the customer paid for the 'repair' in full.

  Customer Answer

  Date: 04/27/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They do not disclose the fees when they tell you the price of the repair. They don’t tell you that there is another fee associated with the repair. They only tell you about the diag fee. 
  

  They don’t breakdowns the fees until after you pay. They don’t display the breakdown of the service involved when asked. You have to wait until after you pay and they email you a receipt after have left with a breakdown. 
  

  They are not transparent with the repairs.

  
  
  
  
  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 04/28/2023

  A quote was presented on-site and approved and signed before the repair was completed. An invoice was emailed after the repairs were completed. The service performed and process was no different than the repairs completed on the same dryer for a different problem on 02/23/2023 in the same residence.

• Initial Complaint

  Date:11/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2-22-2022 This company was referred to me by ******* to have my ice maker repaired. They charged me $500 for the repair and any repairs for ice maker for one year. The company came back on 5-10-2022 because it was still jamming up witch was the original problem. The guy said he would replace the ice maker again but I would have to pay $250 for a circuit board claiming it has to do with the defrost system. I have never had a problem with it defrosting and he was using this as an excuse to for being able to fix it. I believe the problem is a bad design. I am a retired journeyman refrigeration technician. I haven’t worked on this type refrigerator before but the basics are the same.

  

  Business Response

  Date: 11/08/2022

  On 2-2-2022, *** ********* paid $484.22 for an icemaker
  replacement on his ******* refrigerator. On 11-04-2022 we reassessed his icemaker
  after having similar issues. It was determined that it needed the ice maker replaced
  along with a control board, which controls the icemaker and regulates it’s temperature,
  and two other parts per ********* updated service bulletin. We quoted for just
  the new parts, excluding the icemaker that was under our warranty, with no additional
  labor for a total of $229.27. The customer declined.
  It may be worth sharing your grievances with *******
  regarding their product by calling 800-726.7864 as we are not affiliated with
  *******. We are willing to refund the original icemaker part for a total of $170.11.
  Please let us know how you would like to proceed.