Complaints

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

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  Mr Appliance-Northeast Lsvll

  10200 Forest Green Blvd Ste 112 Wildwood, KY 40223-5167

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  Mr Appliance-Northeast Lsvll

  301 Boston Sq Georgetown, KY 40324-9786

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:04/04/2024

  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.

  We called mr. Appliance to fix a ice machine in our home. When we called we indicated the appliance needs to be cleaned and it was making a noise.
  
  The tech came out and called the manufacturer of the ice machine and told us the appliance needs to be cleaned but he doesnt have the equipment to clean it in his truck. He asked us to pay $256 for the visit and schedule another time to clean the appliance. Nothing was accomplished and it was a wasted trip. We refused to pay the $256.
  
  The office manager called and screamed at my wife. She told her “we are not mr. Appliance customers” and she will be sending us to collections.
  
  This is an incredibly unprofessional experience and we will be contacting the Mr. Appliance franchise owner regarding this local franchisee.

  Business Response

  Date: 04/04/2024

  First I don't understand why husband when he wasn't there. I'm really sorry for the inaccuracy of the complaint but I have phone records for all the conversations with the wife which was the only one there.  You can also go look at the Google review (Mr. Appliance of Louisville) she left and see different numbers and accounts of what happened.  First we were called about an ice machine that was squeaking nothing to do with a cleaning, cleaning will not fix a squeak.  When we are told a customer wants and ice machine cleaning we quote them the cost of $325 and set the job up for 2 hrs but we thought we were working on a squeak.   Our tech showed up and spent an hour calling the  manufacture and other techs trying to make sure customer was taken care of.  Once manufacture found out that the unit had not been cleaned in 2 yrs, suggestion is every 6 months, they told the tech it would be best to clean the unit before continuing.  When tech went to customer and told her what he found she told him to clean it then.  He told her he did not have the kit on his van, we do not carry the hydrochloric acid incase we know we need it, but he could get her scheduled to have it done at latter date.  We only charge a $105 trip fee or $325 to clean.  We never charge twice but customer never gave him time to truly explain.   She told him if you don't have what you need get out of my house and I'm not paying?  Another thing that is not correct is that the wife called the office, we did not call her, I have the phone records once again.  The customer started going off for 13 min. on my office staff talking in a very disrespectful way.  ******* told her that she was not going to be talked to that way and was told by customer "I'm the customer I can talk the way I want".   That's true but we don't have to listen so she hung up.  It's true ******* did tell her she was going to send her to collections if the customer did not pay the $105 trip fee that was agreed upon at the booking. 

  Customer Answer

  Date: 04/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  1.  truly inaccurate- every bit of this  

  2.  I was standing when my wife set the appointment and told mr appliance that the manufacturer recommended cleaning the unit to FIX the NOISE.  She explicitly stating this.  Then a tech comes over calls the same manufacturer and receives+ the same response standing in the house for an hour   It took an hour to find out exactly what my wife stated on the initial phone call   Then the tech demanding $250+ not $105.  
  

  3.  I would like a professional response from the owner of this franchise.  I am currently in contact w the franchisor and they are getting back to me regarding the $250+ charge the tech asked for.  
  

  I am amazed this is the response a franchisee would submit to a New Customer.  
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 04/09/2024

  Facts:  

  #1  I called tech and verified that only women was at location at time of service.  Although she was not nice to him she was not as bad as originally thought.  She did belittle him.  Why someone would want to lie about her husband being there I don't really understand.  During phone called, made by customer to us, only heard her as well.  Customer called to tell us how bad we were and how we dropped the ball because we didn't have the cleaning kit on the van.  

  #2. I listen to the full conversation between office and customer   (Twice).  ******* had already been told what had happen to tech and had just hung up with him when customer called us.  ******* was already in the defensive mode.  I had ******* listen to conversation and she said she should have not match customers intensity and I agree.  

  #3. From phone call customer admitted she might not of told us she needed a cleaning but instead it need to be serviced.  If you would like a copy the phone conversation, with customer permission, I can provide that to you.  You will find many differences from what customer is saying but I am not proud of how we handled that conversation either.  It was like a big Cat fight no one would let the other talk. We did offer twice to come back to fix at the fixing price and customer said she would not want us back and she was paying anything not even the trip fee she was told when booking because we didn't fix it.