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:02/18/2025

  Type:Product 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.

  Mr. Appliance dispatched a technician to repair a leaking washer on November 4, 2024. The technician repaired what he believed to be a leaking hose at the time and mentioned that it could also have been a seal issue, for which I paid $448.24. However, the washer continued to leak in the same spot / issues. I contacted them again, and they sent the same tech out today, February 17, 2024. This time the tech conducted a more thorough investigation and discovered that it was a pressure tube from the drain to the tub that had come loose. I was charged an additional $137.80. Had the technician performed the same thorough investigation in November, I would not have incurred the additional expenses. When I expressed my aggravation to the tech he simply said ok. I called the office and lest a message with the service manager with no return call.

  

  Business Response

  Date: 02/28/2025

  While I understand, the customer’s frustrations, in regards to having several issues with her washing machine, the issues were not related. A washer having a leak can sound like the same problem to a homeowner, the source of a leak can be contributed to many different things. On the first visit to the home on November 4, 2024 the technician arrived and found that a drain pump hose/pipe had a hole in it and was leaking causing her leak. This was remedied and repair was complete and customer paid. Then on February 13, the customer called in stating that she was having a leak again and was scheduled for us to go back out on February 17 to see about resolving the issue. Upon arrival, the technician arrived and inspected the unit, found a different issue. This time a pressure hose had dislodged causing the unit to leak water. Since this was unrelated to the initial repair, the technician charged a trip and diagnostic fee as this issue was not covered by our 1 Year Done Right Promise. Had the problem been what we had done before or caused by our team we would have completed repair at no charge to the customer. As far as the call requesting the Manager going unanswered to, I am not certain if this is confusion on my part or an issue phones. There was an attempted call to the number left by the customer. However this would not have changed the outcome as the technician was thorough 4 and a half months ago or I am certain, the customer would have called before this most recent issue. 

  Customer Answer

  Date: 03/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the technician didn’t perform a thorough investigation the first time he came out. It was leaking in the exact same spot. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 03/05/2025

  If it was leaking from the exact same spot as the customer is stating then it would have been leaking for four months roughly, and the customer would have call much sooner. There is not a middle ground in this situation.