Reviews

Review Details

• Review fromGail K

  Date: 09/04/2024

  1 star

  Gail K

  Date: 09/04/2024

  I had them come and look at my dryer. The dryer was running but not heating up. They said the heating element was the problem so we ordered the ********* would be $500. They came the following week they cane for the repair, took the machine completely apart and then told me it would be an additional $500 & another week for another part that was broken. I asked them for time to consider the ************** quickly put it together.When I was done feeding my newborn I was able to look at it. They hadnt filling out it back together so I called them back and asked them to put it back how they found it. They finally came back hours later and finished putting it back together. I asked before the tech left if it was back up and running as it was before he said it should be and left. At this point I was late picking up my other child from school so I didnt have time to check. After I got home with my kids I finally had a minute to try and run my dryer (tumble dry no heat) like I had been doing all week while I waited for parts. At this point it was after hours but I called and the answering service said that they would have the company call me back in the morning. I still havent gotten a call back and Im sure they are not planning to. My dryer was running before they touched it and I feel like when they took it apart they either intentionally broke it to scam me for more money or accidentally broke it and dont want to own up to it. Its now cheaper for me to buy a new dryer (even though mine was only a year old) than it is to bother fixing my current one. I feel like they were trying to scam me because each time they came it was just me alone with my infant because my husband was at work.

  Mr. Appliance of Manchester

  Date: 09/12/2024

  ****, we are extremely sorry that feel this way about your experience with Mr. Appliance of Manchester. We strive very hard every day to provide all of our customers with a service experience worthy of the price that we charge while covering the cost of doing business. We start by ensuring that our phones are answered by a live person 24/7 as well as providing convenient on-line booking. We send a confirmation email the day before your appointment with a 2-hour window for arrival along with a picture of the service professional that will be coming to your home for your security. Our fully-trained service professionals are drug screened and background-checked, again, for your security and arrive at your home in a wrapped van and we ensure the service professional is wearing a uniform. That being said, appliance parts unfortunately break all the time, and we do see instances where we were originally at a location and diagnosed a problem, and then when we return another piece has broken as well. In these cases, Mr. Appliance of Manchester unfortunately is at the will of our part supplier, as they determine the cost of the part as well as the timeline for its arrival. As a business we do not like when instances like this happen either, as our goal is to fix the appliance on our first trip out there. Sending our Service Professionals back out a second and third or even fourth time is not time or cost efficient for us as a business, but we stand by our Done Right Promise and will go back as many times as needed if the issue is fixable. As we are extremely busy right now and it was going to take us a few extra days to get back to your property I had called and told you that we refunded your diagnostic minimum that we require every customer to pay. We wish you all the best.