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Business Profile

Appliance Repair

Mr. Appliance of West Central Ohio

Headquarters

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

This profile includes complaints for Mr. Appliance of West Central Ohio's headquarters and its corporate-owned locations. To view all corporate locations, see

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Mr. Appliance of West Central Ohio has 3 locations, listed below.

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    Customer Complaints Summary

    • 53 total complaints in the last 3 years.
    • 21 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:01/06/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      On 11/21/24 we had a technician, ***, come out to fix our refrigerator from the company Mr. Appliance. He said he switched out a temp sensor and that the cold kicked back on, but it never did. We attempted to contact the company the next day to let them know the refrigerator was still not working and after us calling three different ***es within the business day because no one would call us back, they blocked our number. We tried calling with the wife cell phone and we still got no response back from the company. We called our credit card company to dispute the charge of 358.22 and won the dispute and was credited our money back, but on December 11, 2024, we were charged again an amount of 358.22. We never had them back out for services and now they are fraudulently charging our credit card for an amount that doesn't even match the receipt, let alone the fact they didn't perform. There is also another pending charge of 358.22 from them for January 11, 2025. I had my credit card company put a block on this merchant, but I want them to stop fraudulently charging my credit card or I will have to take further action legally.

    • Initial Complaint

      Date:12/18/2024

      Type:Product Issues
      Status:
      Answered
      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 for a simple washer repair. The washer would not drain. We are now going on two weeks to repair a part that could be ordered on ****** and received the next day. Three times repair tech showed up without a part after they said it was ordered and would arrive to my residence. The part never arrived and after 3 more phone call, the part still never showed up at my residence. We requested a full refund and the company representative ***** said no, we will not refund you anything. I have disputed the charges with my credit card company and will continue down that road. I noticed when I got on the better business bureau website this business is not accredited. For anyone considering using this business - PLEASE TAKE YOUR BUSINESS ELSEWHERE. This company is the definition of a **** joke! The saddest and worst experience Ive ever had with any company *** ever dealt with! They should not be open for business! Period!

      Business Response

      Date: 12/18/2024

      Hello, 

      The customers first called us on ******* and booked the repair for 12-6-24. On 12-6-24 the customer signed and agreed to our terms and conditions (which is attached). We have communicated to the customer in a timely manner if we did have to reschedule due to part delays (Because of the holidays packages are delayed basically everywhere). We attempted to contact the customer to reschedule for 12-23-24 which was the *** for the part, the customer refused to schedule for that date and demanded a refund. I informed him per the terms and conditions which he agreed to through verbal and written consent that it states "Special ordered parts that are ordered on behalf of the customer are non returnable and non refundable. These include all parts that are not stock items with Mr. Appliance and back ordered items placed on behalf of the customer" and that we would not be able to refund that total that he was requesting. We tried multiple time to schedule and they refused, I then contacted the manufacture and was able to get the  part overnighted, the customer agreed schedule an appointment today (12-18-24) and we completed the repair this morning and the customers signed saying that we completed the repair is also attached. We also have a picture of the old part and the new part being switched out which is also attached.

    • Initial Complaint

      Date:12/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My husband called Mr. Appliance to fix our dryer. The technician came to the house. While he was here, he used the restroom, without flushing and urinated all over my seat. When he was confronted about that, he just said he was sorry. The first day he was here, he told us what he thought was wrong with the dryer. He said we had to pay in advance, and the parts would be ordered, they would be delivered to the house, and the ladies in the office would call to schedule a time for him to come back and fix it. It. We received the parts. No one called to schedule him until he was on his way. He arrived to fix the dryer. He replaced the parts, and assured us the dryer was fixed. The dryer is not fixed. We have not been able to reach the company past a call center. We've been promised to call back from the call center three times now. We've never received a call. I reached out via ******** and on their website, and I still have not heard anything from them.

      Business Response

      Date: 12/16/2024

      This is regarding ticket number 9171885. When the customer originally booked the appointment which was on 11-21-24 then we got them on the schedule for 11-22-24. On 11-22-24 we sent our technician out to the home he diagnosed the appliance and informed the customer on the quote. The customer then signed and agreed to our terms and conditions and paid for the repair (The signature is attached). After ordering the parts and installing them on 12/2/24 then the customer signed and agreed that the ********************** was working fine before the technician left (Signature is also attached). The customer then called back on 12/13/24 and stated that the appliance was not working. We informed them of our Done Right Promise guarantee and sent the technician back out there on 12/16/24. The technician then informed them that it was not covered under the Done Right Promise and provided them the quote, they agreed again to the terms and conditions and signed and paid for the repair (Signature is also attached). Sometimes there are additional issues that are wrong with the appliance that they may not know about until they replace the other components.  

    • Initial Complaint

      Date:11/26/2024

      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.
      ZERO resolution despite 14 scheduled appointments and 6 visits to our home, we are again asserting our demand for a full refund of the $1014 we paid in good faith at the 1st apt.
      10/9 - appt. ****- washer was a pressure sensor, fridge =compressor. Parts ordered next week for complete repairs
      10/16 – scheduled appt. We received a note the day before to say parts were not in and a new appointment would be scheduled the following week
      10/22 – appt. **** came and said he was here to diagnose the problem. I told him he’d already been here. He realized he had been here and tried to blame the confusion on Dispatch. He said he would be here Monday 10/28 to complete repairs.
      10/28 – no ****
      10/29 – appt. rescheduled to 11/4 as the parts not in.
      11/5 – **** never did follow up with me as he had promised. **** 4:30 pm to complete repairs.
      -replaced a pressure switch on the washer, fridge could not be repaired as the part had been damaged in shipping **** said he would order a replacement part and be back the following Monday.
      11/6 – SAME PROBLEM. **** came & diagnosed a different issue than ****. **** said the issue =valves, he would order parts, be out next week to complete repairs.
      11/11 - dispatch to say there is a delay on the part... we received a text that **** will be here the next day to do repairs.
      11/12 - **** says he's here to fix the washer and asks if I have the part. We don't.- Why would we?
      11/13 - *** calls-part won't be in until Monday, appointment for Monday. An hour or so after this call, we receive an appt that **** will be by tomorrow for a repair.
      11/14 - scheduled appt for **** to do repairs. **** arrives again (with son *********) and asks if I have the part.
      11/15 - leave voice mail
      11/18 -spoke with ***
      11/19 - notice of an appointment being scheduled for the next day
      11/20 -*** called this morning, however, to say this "was scheduled by mistake."

      .

      Business Response

      Date: 12/10/2024

      We did get some resolution here with Mr. *******, on multiple different occasions we tried getting Mr. ******* taken care of. He refused to schedule services after we reordered the parts for him and didn't charge him any additional cost for the new parts that were ordered. He reached out to the Better Business Bureau and also the **** ******** ******* Complaints, once we explained everything to the **** ******** ******* he reached back out to us to give us one more opportunity to fix things. Since he reached out after 12/5/24 then we weren't able to schedule him for that day like said in the attached emails. He is on the schedule for 12/11/24 and we have already received the parts and he has already confirmed yesterday his appointment for tomorrow. He also requested an emailed apology letter from an owner or a manager and he also received that yesterday.     

      Customer Answer

      Date: 12/16/2024

      Hello,

      Please feel free to close this complaint. The appliances were finally repaired after dealing with them for over 11 weeks.

      Their business practices are deplorable and riddled with lies, making appointment after appointment. Their tech showed up two times without the parts. 



      Sincerely,



      ****** *******

    • Initial Complaint

      Date:11/18/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      On 8/16/24 Mr Appliance came out to look at our wine beverage cooler they diagnosed the issue and explained if we moved forward we would get the service call fee of $119 credited back but we have to pay up front for the part. My husband questioned it and we moved forward with agreeing to have them fix it and paid the $563.14 which includes the part and service call. Which they said we would get the $119 credited back as well if we went with them. After several calls from them to reschedule the appointment to fix it stating the part is in back order. It has now been 3 months several calls in asking them when does it get to a point you give us our money back due to not providing the service. They said you can’t request a refund we ordered the part. We said why can’t ******** give you a credit due to not being able to order the part and you give us our money back. We have made several attempts to request a call back from a manager no response. We have attempted to call in to ask and they tell us they emailed ******** for the status and they tell us they have not been provided an update. Again our issue is you have not provided a service after 3 months then refund our money if you can't perform the service. ******** who you ordered the part through is telling Mr Appliance the part is on back order after 3 months. ******** should be giving a refund back to Mr Appliance so Mr Appliance can give us our money back since we have had no service provided and paid for a service that has not been done.

    • Initial Complaint

      Date:11/14/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      I called Mr Appliance to come look at my leaking washer and dishwasher. They stated that seals needed to be ordered and made an appointment to come out the following week. They asked for payment upfront for the service. They have canceled the appointment for service 3 times saying they do not have the part. I asked if they could not schedule the appointment until they have the part and was told that’s not how they work. I continue to take work off for them to cancel the appointment and told them that is unacceptable. They told me they don’t know when they will receive the part and that is how they work. I asked if I could get a refund for the parts minus the diagnostic fee. They told me they don’t give refunds and that I signed a service contract. They are not holding up their side of the contract so I asked to speak to someone that could help me and was told there was no one else. When the technician came to my house I attempted to pay with a credit card which would have allowed me to dispute the charge but was encouraged to pay via check. Which has left me with no way to receive money back for a service that has not been performed and continues to be canceled.

    • Initial Complaint

      Date:10/04/2024

      Type:Billing 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 technician came to diagnose the problem with the clothes dryer on Sep 24 2024. The company charged $424 for the repair on that same day with a repair scheduled for Sept 27 2024. The company did not ship the parts in time so they did not arrive in time. The company rescheduled for Oct 3 2024 and now they say they can't make it today and that they dont process any refunds after parts are shipped. Since they have not provided the service they promised, I believe they should do the right thing and return the portion of the cost while charging for the initial diagnostics fee and any restock fee for the parts.

    • Initial Complaint

      Date:09/11/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      On 08/09/2024 I paid Mr. Appliance for a service call and a part. As of today, I have received weekly calls requesting to reschedule my appointment due to not getting the part. I requested a refund for the part and was informed that I cannot get a refund for a part that I paid for but they cannot get the part. When I try to speak to a manager I am told there is no one available. When I ask for a name and number of a manager I can call, I am told that they cannot give out that information. I would just like to have my money back if nothing else for the part (everything over the price of the service call)

    • Initial Complaint

      Date:07/18/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      2/23/24-came to fix fridge, my husband and I split the cost of 1025.80 onto separate credit cards. Said parts would be there 2/27/24. Called/cancelled a couple of times. Did not show up numerous times. Never ordered parts when they said.
      Found another company who said parts were free, he actually fixed the fridge. Invoice enclosed.
      We tried disputing charges with credit card companies but that has not worked. I am not sure how a company can charge you for parts (free and under warranty) and for labor the total amount before doing anything and then never doing anything. I have uploaded the letter that I sent to my credit card company and my husbands credit card company, the original invoice, when a part was ordered that was under warranty, pages from credit card companies, pages they sent to credit card companies with false information. My husband never ever said they could not come and fix it, he scheduled them after I told the "manager" to credit back my account. They came once left and when they were scheduled on a Friday night they never showed up, we missed a band concert that only happens once a year, he called them numerous times and no one ever called back or came back to the house. We were more than accommodating with times and scheduling, they were never going to fix this just steal our money.

    • Initial Complaint

      Date:06/26/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      They were so rude to me, and they had my $500+ I received no receipt or warranty - Never called back until the end. Still not drying like it should and making noise. The 1st tech **** was nice. He took my money never followed through. The ladies treated me horrible and I'm a senior citizen.

      Customer Answer

      Date: 07/02/2024

      I tried to call last week and finally someone called me back. My dryer is still not working. They told me that would be another service cost. 

    Mr. Appliance of West Central Ohio is NOT a BBB Accredited Business.

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