Reviews

Review Details

• Review fromWilliam H

  Date: 12/08/2023

  1 star
  Horrible customer service. Tech arrived to assess a problem with our washing machine. The technician performed no diagnostic testing, recommended replacement of the wrong part and charged for the visit. Ended up diagnosing the problem myself and ordering the correct part that the technician didn't even bother to check. Company refused to refund their "diagnostic fee," even though tech performed no diagnostic testing and misidentified the problem with the machine. Stay away at all costs.

  Mr. Appliance of Salem

  Date: 12/11/2023

  Thank you for sharing your feedback. We understand that you're frustrated with our diagnostic fee, and we'd like to take a moment to clarify your remarks. Our service professional inspected your washing machine and attempted to run a diagnostic test. However, the test failed, and at that point, our service professional contacted the manufacturer's tech support who advised him to replace the main control board. We provided you with a quote, which you did not accept. Our service professionals are highly trained and qualified experts, and we are proud of the appliance repair services we offer. While it's unfortunate that you did not want us to repair your appliance, we wish you all the best moving forward. If you have any further concerns or questions, please give our office a call at **************.
  Mr.Appliance of Salem
  

• Review fromJohn N

  Date: 05/01/2023

  1 star
  Had a failed ** Refrigerator ... Compressor died ... had a service tech out for $150 ...Service tech was not ** certified (said he hates ** products). Informed me that...It has a 10 year warranty ... ************************************ by searching valid ** service companies.Was asked for picture of Serial#, credit card and scheduled an appointment.Thought i was all set.Subsequently asked for a receipt on original purchase.Contacted ************** where we purchased it ... no info available.Contacted ** ... found our purchase info etc.... but they said they would not pay the warranty with Mr. ************************** to work through scheduling a new appointment and cancelling the appointment with ******************************* now Mr. ********************** is charging $40 for cancelling.Very frustrating ... not happy with either ** nor Mr. ********************** ...

  Mr. Appliance of Salem

  Date: 05/02/2023

  Sorry for your bad experience.  We strive to provide all customers with a positive experience.  Unfortunately we were forced to add a cancellation policy this year as we have had too many customers schedule appointments and then cancel day of. We require cancellation by noon, one business day prior to avoid fee.

  I have discussed your issue with our account manager at ** for further investigation and hope to find out where the breakdown occurred and why ** would have told you that they had to service the refrigerator thus creating the confusion. We asked for the model and serial number info so we could preorder compressor parts to not lose additional time ordering parts.   

  To be clear, Mr ********************** of Salem was not the company that charged the $150.00. We are authorized to do all warranty work for **. Warranty repairs require proof of purchase. If we do not have proof of purchase, ** can deny the claim and we are stuck paying the bill.  At time of scheduling appointment you were informed that we needed a cc on file for late cancellation purposes. Your appointment was cancelled day of not providing sufficient time to schedule in another customer. 

  I will reach out to you directly once I have more info from **.