Complaints

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:04/15/2025

  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 are selling our house. Part of the condition for selling the house was to get the microwave repaired. We called Mr. Appliance of Indianapolis to get it fixed. The person came out and had to order a part. He was to come out a week later.A week later, the technician tried to come before the window. My wife rushed home. The technician never came. We then received multiple requests to reschedule, which we did.The next day came, but the technician did not. Multiple calls to the Indianapolis office of Mr. ********************** only resulted in them making no promises on when the tech would come. I asked them to communicate to the tech to text my wife an ETA. He never did. I called the Indianapolis office of Mr. ********************** AGAIN and asked them to reach out. They said THEY were having trouble contacting the tech. I asked for a refund and to ask to a supervisor. I was told that the supervisor, who the person on the other end of the call had spoken to just a few minutes earlier, was now "in training" and I could not talk to them. I requested a ********* surprise, the refund was NOT communicated to the tech, who finally arrived at our house. We decided to let them try to fix the microwave. The result? They broke it further. It used to work (you just had to hold the door shut). Now, it no longer works at all. It is completely broken. The technician is not responding to our calls.I called the Indianapolis office of Mr. ********************** back. They said the best they could do was a refund, even though they took an operational microwave (that costs $1,700, by the way) and completely broke it! I asked again to talk to the supervisor, who they assured me would call me back. I asked when, and they couldn't tell me when. I asked for more specificity - a day, a week? They committed to nothing.They blew off service calls, didn't communicate, and now we have a microwave that no longer works. I've never been treated with such disrespect and lack of care. We want our microwave replaced.

  Business Response

  Date: 04/17/2025

  We are currently working with the customer to resolve the issue with the customer.

  Customer Answer

  Date: 04/17/2025

  Hi,

  The business did FINALLY reach out to apologize and say they were going to try to make it right. That being said, it has NOT been made right yet. They told me the following:

  1. They are ordering the parts for the appliance.

  2. They will contact me to reschedule and send a more qualified technician out.

  3. They will perform the repair for free.

  As of now, I have no confirmation (other than a phone call) that any of the three have happened/will happen. I'm hopeful, but nothing has been resolved as of yet!

  Customer Answer

  Date: 04/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response did not resolve my complaint.  For your reference, details of the offer I reviewed are below:

  I was called by the Indianapolis branch of *** ********************** and offered a free repair. They told me that they would call when the parts came in and guaranteed they would send a different repair person out to my house. 

  On 4/17/2025, they called my wife to schedule an appointment for 11:30 - 1:30PM on 4/18/2025. On 4/18/2025, I received a call from the Indianapolis branch of *** ********************** confirming the window.

  The window passed and no one called. When my wife called, they said they didn't have the part and would have to call back.

  At this point it is insulting. My wife wasted hours this week waiting for a man who broke our microwave. When they guaranteed they would show to fix it for free, they did not show and made my wife call to see what was going on.

  I will be paying another company to fix the microwave and requesting reimbursement from the Indianapolis branch of *** **********************.

  
  Regards,
  
  ****** ******

  
  

  Customer Answer

  Date: 04/18/2025

  I'm in awe of this company's disgusting behavior.

  After blowing the arrival window again, they showed up at our house, looked at the microwave for 5 minutes, and said they can't remove it from the wall. This is the same wall that was there the first and second time they came. I was assured multiple times by the dispatcher that they would fix it this time.

  So, if the situation had not changed, why come back? The only reason to come back was to antagonize my wife. They did not apologize and in fact even DENIED that they broke the microwave. Why come back to make good on a mistake you've already admitted to, only to then deny it face-to-face with the woman who you've treated horribly all week long? The only answer is to antagonize her. She was visibly upset by the episode, as anyone would be who has been left waiting for hours on end and has been home alone all week with a microwave a rude repairman broke.

  There is bad service, then there is this - a company that broke our appliance we asked them to fix, then antagonized us over a week with broken promises and lies. This is like nothing I've ever in my life experienced.

  Customer Answer

  Date: 04/18/2025

  Had a productive call with the owner. I am considering this resolved.