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Business Profile

Appliance Repair

Mr. Appliance of Bozeman

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Appliance Repair.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:06/21/2023

    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.
    Contacted Mr. ********************** to schedule maintenance for a front load washer making unusual noises. A tech was scheduled to come to my house on 6/8/2023. Mr. ********************** requires a service charge of $139 to diagnosis the issue. This $139 is also to be applied to the cost of fixing the machine. The tech ***** arrived and looked over the machine and let me know he thinks there is an object stuck between the inner and outer drum of the washer. He let me know to remove the object the drum would need to be disassembled. This job would require an additional visit and (********. He let me know it would cost around $800. He felt it would be worth investing the money in the washer as it is a quality machine and otherwise in excellent condition. Immediately after he left I received an email from Mr. ********************** with a work order estimate of $770, dated 6/8/2023 that reflected his diagnosis and our conversation and listed (2) techs to fix the machine for this number. The next day when I tried to schedule the work Mr. ********************** sent me a work order for double this amount, $1,540 dated 6/9/2023. When ***** was at my house he provided me with his phone number to contact him if I had any questions. I called ***** to clarify that what we discussed was correct and the first work order for $770 was the proper amount reflecting his diagnosis to fix the washer. He confirmed this was correct, the $1,540 was an office clerical error and to contact the office. I contacted the Mr. ********************** office and they refused to honor their techs diagnosis. I did not proceed with the work as the $1,540 work order exceeds the cost of replacing the machine. Mr. ********************** is now billing for the $139 fee that was to be applied to the repair cost. Mr. ********************** has failed to honor their own techs work order leaving me without an option to proceed with the work and apply the $139 to have the work completed as agreed. Mr. ********************** is negligent an operating in a fictitious manner.

    Business Response

    Date: 06/28/2023

    ***************** called Mr ********************** of Bozeman to schedule an appointment to diagnose the loud noise his washer was making. He agreed to the $139.00 trip and diagnostic fee when he made the appointment. The technician's job is to provide a quote for the repair to ********************* unit. If ****************** decided to repair his washer, the trip and diagnostic fee would be waived. If he chose NOT to do the repair, the trip and diagnostic fee would be charged. This is explianed to every customer when they make an appointment, and must be agreed to before the appointment can be booked. This is also carefully spelled out on our website (Please see attachment). Mt ******* did NOT disclose that his washer and dryer are stacked on top of one another. Any repairs on stacked units require two technicians to complete the repairs. The dryer must be removed from the top of the washer, and then replaced once the repair is complete. The quote for $1540.00 includes the two technicians that are required to complete the job. ****************** states that he called the technician directly to clarify. The customer should have called the office for clarification, and that would have been explained to him. ****************** chose not to move forward with the repair. The $139.00 trip and diagnostic fee is still due and has not been paid.

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