Complaints

This profile includes complaints for Mr. Appliance of Columbus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mr. Appliance of Columbus

  1990 Patterson Rd SW Pataskala, OH 43062-9738

• 

  Mr. Appliance of Columbus

  620 E Broad St Columbus, OH 43215-4037

• 

  Mr. Appliance of Columbus

  PO Box 57 Pataskala, OH 43062-0057

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.

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  On 7/14/2023, **** * from Mr. Appliance came to diagnose an issue with our fridge, which was leaking from the ice maker box. We temporarily solved the problem by turning off water to the fridge, but wanted to make sure the leak itself was fixed. Around 1:45pm, **** arrived, took out the ice box and looked at the ice tray underneath. I emphasize look, because he did not touch the ice tray. He immediately said, "The ice tray is stuck, so water is dripping past it. You need a new one," put the ice box back in, & started ordering the new ice tray. Between service call that day ($120), new part, & installation, it would be $483.
  When my husband was available, I showed him the cited issue. He fiddled with the ice tray. It maneuvered back into place automatically. We then waited 30min to ensure the leak was resolved & called Mr Appliance to cancel the service because the ice tray was not actually broken. In fact, the LG website lists a tilted ice tray as a variation of normal & provides troubleshooting info if it gets stuck in a tilted position, like it was. We were told by customer service rep ******** that it was just "our opinion" that the ice machine was now working we'd already agreed to the service, so no refund could be issued.
  We read the T&C attached with the receipt, & the only nonrefundable part was the new part itself. **** ordered a part we don't need, but I accept that charge (searching for comparables suggests it's $150). We offered to pay for the service call that resulted in an incorrect diagnosis and the part ($270). We were then told by ******** that there is a short in the ice tray, that's a fire hazard, & we still need the tray replaced. This was never mentioned at the service call, not cited on the receipt, & sounds like a false claim to get us to go through with an unnecessary repair. We have been told multiple times that no refund can be issued, though we are now paying for a service we do not need (the ice tray works fine). We desire a $210 refund.

  Business Response

  Date: 07/27/2023

  Mrs. *****,

  Thank you for expressing your concerns. I’m sorry to hear
  that you had a negative experience. Please give us a call at ###-###-#### and
  we would love to complete the repairs if you are interested or offer a solution
  to make this right.

  Respectfully,
  Mr. Appliance of Columbus

  Customer Answer

  Date: 08/07/2023

  Good afternoon,

  
  

  I was informed this complaint (********) was closed earlier today. I had not yet responded via BBB because I was hoping for a call back from the business (Mr. Appliance). In the resolution message they provided through BBB, they said to call for a resolution. I called multiple times and left messages each time because I could not get through to a representative. I received no calls back from the company to attempt to resolve the issue.

  
  

  I would like to note that I called Mr. Appliance four times prior to filing a complaint with BBB and never had my call unanswered then, even if there was a brief hold. I obviously cannot prove that they’re intentionally not answering or returning my calls, but I have always called during business hours and reaching someone only became a problem after I filed a complaint.

  
  

  Please let me know what the next steps should be on my end. I am at a loss for what to do, since I cannot reach anyone at the company.

  
  

  Thank you,

  ***** *****

• Initial Complaint

  Date:07/06/2023

  Type:Product 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.

  - Visit from Mr Appliance on June 25. Unprofessional employee that was on his phone while speaking with us and "guaranteed" that the part for our washer would be available 7/27 and not on back order as the previous experience (took 4 weeks to complete service) as they had previous account issues with the vendor. He confirmed this with his manager as well.
  - We were also concerned with the cost of $670 so said no, and he immediately took $170 off off the cost. We decided to move forward taking his word and discount.
  - Received an email 2 days later stating the part yet agon is on back order and wont be in stock until July 11.
  - I immediately called and asked for a refund. They stated the receipt says no refunds. I said so you don't tell us before payment that there are no refunds?
  - Employee said he would initiate a refund request with that team and he would call me back within 2 days.
  -July 6 I called and requested an update. The manager was very rude and said she will not approve the refund as stated the receipt says no refunds. I asked for refund of the service they didn't provide and she said no and hung up on me.

  Business Response

  Date: 07/26/2023

  Ms. ******,

  Thank you for expressing your concerns to us regarding the
  repair of your **** Dryer.
  The technician was using his iPad to locate the part numbers
  required for your repair and generate an estimated time of arrival. This is so
  that we can get our customers’ appointments scheduled accordingly. The technician
  decided to take $170 off the quoted repair cost for your high-end brand
  appliance as a courtesy, due to your previous experience being unsatisfactory.
  At the time that the technician was in the home, the manufacturer had the part
  readily available to order. The supply availability is always subject to
  change. The order was placed by our parts department, and that was when we were
  notified that they had just run out of stock. We understand your frustration
  regarding this matter. Our goal is always to get the customer taken care of in
  a timely fashion and without needing to set the repair completion date further
  than initially promised. Sometimes this is unavoidable due to the availability
  of the part, and I sincerely apologize for that. The manufacturer worked
  efficiently to obtain the part supply and ship it out as soon as it became
  readily available. The special-order part was non-returnable, so we are unable
  to provide a refund per the terms and conditions of this repair. We still would
  love to come out and get your repairs completed if you are interested. We
  absolutely want to take care of this matter and get your appliance working
  again. Thank you for reaching out and giving us the opportunity to make this
  right.

  Respectfully,

  Mr. Appliance of Columbus

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  June 5 2023 i had them out to fix frig. He tested and ordered 2new sensors. Stuck i. Defrost mode so i have no frig. Scheduled the repair on wens 6/14. Over a week from diagnoises. So today i sent email because my parts hadnt arrived at my house like suppose to. They called and told me the parts not shipped yet,,,on back order. Now suppose to arrive on friday for a june 19 repair. I ask for refund which they refused to give. I ask for supervisor and was told there was no e,,,no higher up to speak to. Will never ever do this again. Now ive been stuck without a frig for 2 weeks. Totally unexceptable

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  PLEASE AVOID THIS COMPANY AT ALL COSTS
  
  We hired Mr. Appliance to fix two different commercial refrigerators that weren't keeping temperature down. Every step of the way they seemed to think of the worst choice they could make and went for that:
  
  -They on multiple occasions have given us windows of when to expect service or for a part to arrive. These were usually wrong, and filled with incorrect info that the staff seemed confused about despite the urgency of the matter. The staff was also very difficult to get ahold of.
  -They have been trying to fix our equipment for over two months. We have been promised many solutions, only for them to fail time and time again, and be replaced with a new solution that costs more money. Naturally, like any sensible person we would have then rather gone with a service that was more affordable but since they've already done services they refused to refund us.
  -I'm not sure how it is legal for them to charge us for services that don't work but despite our numerous complaints they refuse to refund us for their failed services and let us move on. As a company that is in the service industry I would much rather leave a customer happy, especially if I knew we made a mistake. This doesn't seem to be the m.o. for Mr. Appliance who would rather swindle and extract as much money from their victims as possible.
  
  
  At the end of the day, because of the extraordinary costs that Mr. Appliance has thrust upon us, their manipulative practices of locking us into working with them, and their extreme incompetence we've been all worried about keeping our business afloat. Working with I wouldn't wish working with Mr. Appliance on my worst enemy. If you value your own business or your own time, please stay far far way from Mr. Appliance.

• Initial Complaint

  Date:01/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Hired Mr. Appliance of Columbus to repair a Bosch built in Microwave oven combo. Scheduled an appointment on 6-24-22. They diagnosed the need to order parts to complete the work. We were to pay them in advance and then contact them when the parts arrived, and they would return to complete the repair. We paid them $675 at that time. The parts did not arrive for a few months as they were ordered directly from Bosch in Germany. Once arrived we contacted them to request their return. Over the course of the next two months, we contacted them six times. Two messages were given to a live customer service representative and four voicemails. Stopped leaving voicemails when their message changed to a seemingly permanent, "we are out of the office" and would not accept any further voicemails. In early December we contacted the Appliance Man company. They completed the repair of the microwave for $384.95. We are requesting a refund on the Mr. Appliance Charges.

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The company was quick to collect over 3,000 to do repairs and replace the wrong items on my appliances. The issues have not be resolved and the girl (******) instead of working on my concerns and issues decided it would be best to hang up on me and was extremely rude. I have been trying to contact the manager **** but cant get a call back. The ice maker still does not work (at all), the fridge had the wrong parts installed (we did call another viking certified repair company to inspect the work). The only thing we want is our appliances to be working correctly. the 2400 compressor they replaced was not the issue. I want this resolved or all my money for the past 12 months refunded so I can hire the right company for the job.

• Initial Complaint

  Date:11/03/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  I am highly disappointed by this company. We called them because our microwave wasn't working. Before starting the work or any diagnosis, the technician told us that they do not repair microwaves most of the time. In the time that she has worked at the company they usually don't repair microwaves and would recommend that we buy a new one. I said sure we can just do that. Even then, because she was already at our house she stated that she will diagnose it for us. When she diagnosed it, she stated the same thing. Her recommendation was that it would be best for us to replace the microwave. And that if they need to fix it, it's too expensive. We ended up buying a new microwave, upon her recommendation.
  
  Now, months later i see charges on my credit card for their service ($119), though they didn't provide any services other than tell us that we need to buy a new microwave. Eventually, we had to buy a new microwave and they didn't fix ours. I would not recommend this company to anyone. It seems like a scam to me, to come out to our house just to tell us something that could have been told to us over the phone. I would like to have a full refund and have already called to ask for a refund. However, they have refused. Additionally, I have expressed my disappointment by adding my reviews online There is a very good reason, their overall reviews are as low as two stars!

• Initial Complaint

  Date:11/02/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The technician arrived late after I informed the office that I had time constraints. He caused my wife to be tardy..
  The technician did not clean up after hinself.
  The technician caused an electrical short.
  The technician never powered up the dishwasher to see if the repair worked.
  The technician left scratches in my wood floor.

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  3 months ago we contacted Mr. Appliance to fix our Samsung fridge. They replaced the compressor and charged us up front $1,100.53. The fridge went from the ice not working to not working in any way. Then they said the compressor was faulty so they got another compressor. That did not fix the issue and the subsequently replaced the fans, condener, and a copper tube that distributes freon. During this time they also burned our floors from welding. They promised to fix that but never did. Ultimately we asked for our money back multiple times but they said they had to do this in order to report back to Samsung and replace the fridge. When we reported this back to Samsung, Samsung sent their own person out and said Mr. Appliance wasn't accredited like they said and that they had destroyed the fridge. For 3 going on 4 months Mr. Appliance did not fix our fridge. They just offered the money back for the original compressor (in good faith) but stated they didn't actually have to bc they completed the service. They're keeping some of the money for the diagnostic and visit. They also stated they are not responsible for burning our floor even though they said they'd fix it. Their terms of service say they are not liable for any damage accessing internal parts of the unit. Our floor being damaged while the tech is welding something on isn't accessing the parts. They also stated they fixed the fridge but our fridge was never fixed and is now in disrepair.