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Business Profile

Appliance Repair

Mr. Appliance of Salem

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Appliance Repair.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/18/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

    *************************which was $345.41. Stove oven, which is electric, is still the same - shutting itself off. I am asking please if you will help me, I will be forever grateful. I am retired 11 years. thank you so very much!

    Business Response

    Date: 09/19/2023

    Mr ********************** did call her back to find out what was wrong. We first installed the thermostat. The next trio the technician determined there was an issue with the k*** and corrected the problem. The technician tested the oven and waited for it to go through its cycles and the oven did so successfully. The customer called in and left a message last week. We responded to her message the same day and rescheduled her for another visit with the technician and a supervisor. Our appointment is scheduled for tomorrow. We intend to make sure that the thermostat installed is working properly and hope to have her complaint resolved asap. Mr ********************** strives to ensure customer satisfaction. 

    Business Response

    Date: 09/21/2023

    We visited the customer yesterday and it was determined that the customer didn't understand how her oven operated. Unit is working per manufacturer specs. Customer didn't understand that the thermostat cycles the elements on and off to maintain temperature.

  • Initial Complaint

    Date:01/10/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    They were called and emailed that ice maker was working and that the refrigerator was still leaking after service call.  They did not call me back regarding that call and it is all documented in email.

    [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    *******

     

     

    Business Response

    Date: 01/17/2023

    On 12/28 the customer called to schedule a service call.  Technician arrived on 1/2 and found the ice maker not responding. The technician corrected the water leak issue and quoted the customer for the icemaker replacement at which time the customer approved the work.  The ice maker was ordered and a receipt provided to the customer with our standard disclaimer. 

    The ice maker was received on the 6th and the customer was contacted to schedule followup appointment to install.  On the 10th the customer returned our call to cancel the order at which time we reminded her that she would be responsible for the restocking fee.  We incurred shipping charges to receive and to return the parts. 20% of her order should have been $96.00 but we reduced to $50 as we just wanted to cover our internal expenses on this order. See attached receipt and disclaimer.  

    Business Response

    Date: 01/19/2023

    CANCELLATION POLICY
    Cancellation with less than 1.5 business days notice will be subject to a $40 cancellation fee.
    Once parts are ordered, customer will be responsible for a 20% restocking fee if they cancel their service.

Mr. Appliance of Salem is NOT a BBB Accredited Business.

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