Complaints

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:06/04/2024

  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 worst experience ever!!! I called to get check my washer cuz it had ONE error (unbalanced) code showing, so the technician came on Tuesday and then he was jumping around my washer, taking it apart, he didn’t have an idea what was it so he said it was the water valve ( which is not the problem) and not just that, he broke the water valve in the wall that now my apartment complex is trying to charge me 250 for something he broke.
  Anyway, next day they sent another technician to check it out who said it was the main control that needs to be fix (no the water valve, he said that wasn’t the problem) so now I gotta pay 500 dollars to fix it, fix something that wasn’t broke before the first technician came.
  So technically, I paid 106 dollars to get my stuff broke.
  All I want now is to ge my money back and have them fix the water valve that the technician broke.
  
  Additional Info:
  1) I know the water valve wasn’t broken cuz a few days before my partner took them out for me to clean the floors.
  
  2)I have a video that shows, few days before the technician came there was only one error code.

• Initial Complaint

  Date:02/20/2024

  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.

  Mr. Appliance attempted to fix my dishwasher over course of 3 months and 6 different visits. They claimed it was taking so long because the manufacturer of the seal causing my dishwasher to leak had been changed. To this day the dishwasher still leaks. When I called them back Clint the manager screamed at me over the phone when I said I was cutting my losses and didn't think they could fix my dishwasher, because they never fixed anything I felt like I was owed some type of refund. Clint the manager continued to scream at me over the phone and stated that "I should come down to his office to settle things" , which I took as a threat. AFTER Clint threatened me I no longer felt his company could safely come to my house. My dishwasher is still leaking and now I can't have them come fix it because I am concerned for my families safety. Clint the manager / owner of Mr. Appliance is a deranged lunatic that uses his anger to compensate for his companies inability and lack of experience in the appliance repair world. After reading several reviews it's clear he has treated other customers in the same way as me. In the end, because my dishwasher was still leaking after 3 months and 6 different attempts to fix it I simply wanted some type of refund. Clint from Mr. Appliance screamed and threatened me over the phone in order to not talk about this. I am seeking assistance with making this right and to highlight that Clint from Mr. Appliance has real anger issues and is a danger to the public.

  Business Response

  Date: 02/20/2024

  *** is disgruntled just to be disgruntled and likes causing problems, I guess he is bored. He threatened my employees, belittled us, told us to "**** Off" while calling us "Pieces of ****" along with a lot of other colorful language. He made several racist comments towards my Hispanic Technician so I invited him to come to my office so we could have a face to face conversation about his behavior. We have all of this recorded. The fact of the matter is, he wanted us to fix his dishwasher and we did just that which he has not paid us in full for, he still owes us money. We installed a door seal and lower door seal, I have included a picture of the lower door seal we installed. Our technician placed paper towels under the door to the dishwasher then sat in front of his dishwasher for over 30 minutes watching it run, the dishwasher ran flawlessly and did not leak a drip of water. ***'s wife witnessed this and agreed the dishwasher was fixed, working properly and not leaking before my technician left their house. That repair took place twelve days ago on Thursday, February 8, 2024, and here *** is twelve days later fabricating stories and saying things that just aren't true. We have recordings of ***'s behavior and video recordings of ***'s dishwasher working flawlessly with no leaks, we have it well documented the repair was completed and the dishwasher was working without issues before we left their house. We will be getting our lawyer involved for the blatant public slander and defamation.

  Customer Answer

  Date: 02/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Despite what what the owner (Clint) says, I am disgruntled because I have paid for a service that has not been completed. My dishwasher is still leaking as the video evidence proves. I will also add that the owner was told to "**** Off" and that he was a "Piece of ****" only after the owner said the same to me. There were absolutely no racist comments made towards anyone, he is simply making that up, which is a common theme with him. The owner was suggestive that I come to his office in a threatening way after he yelled and screamed at me over the phone. After this I determined that Mr. Appliance of Lehi simply couldn't be trusted to be at my residence or around family. As far as his technician proving the dishwasher was not leaking, each time the technician only stuck around for 30 minutes, after which the dishwasher leaked each time. Again I will simply point you to my video evidence that proves my dishwasher is still broke and leaking. The owner of Mr. Appliance of Lehi has accused me of "fabricating stories" in order to avoid making things right. As several poor reviews suggests I am being treated just like many of the testaments show on his business reviews. The owner if Mr. Appliance of Lehi has a rich history of treating people the same way as he has treated me, resorting to being threatening, telling people they are lying and also resorting to making things up about the person complaining. The owner of Mr. Appliance of Lehi is now accusing me of slander after I gave an honest review of the interaction with the owner of Mr. Appliance of Lehi. for more evidence of how the owner of Mr. Appliance of Lehi treats people in the same manner as me, simply look at his google review with less than 1 star, this is repeated behavior that Clint from Mr. Appliance of Lehi has demonstrated on multiple occasions. 
  Please reference Google Review by ***** ****** (10 months ago) - this is almost the exact same thing that is now happening to me. This is a great testimonial and gives more insight to how the owner of Mr. Appliance of Lehi treats customer. This also shows this a repeated behavior. This women was left in fear. 
  "We had a very poor experience with this company. We had a tech come out to fix our dishwasher. We paid a lot of money, the dishwasher wasn’t fixed. We had another tech come out to try to re-diagnose. He couldn’t finish that day so we called to have them come back the next day. The tech wanted us to sign a proof of work and payment contract which we refused.
  My husband wrote a poor google review and the owner called threatening legal action if my husband didn’t take his review down. A few phone calls later the owner was yelling at my husband on the phone questioning his character. You could hear the hatred in his voice. He told us our home was a “hostile environment” and questioned how we were raising our kids all because we didn’t want to sign another contract with our dishwasher still broken. I’m afraid of the owner. My husband thinks he was just having a bad week and doesn’t like bad reviews but I’m afraid of what he might do to my home and family. We definitely don’t want these people in our home again. I’m actually afraid of the owner and what he might do with me posting this but I don’t want this to happen to another family. We extend trust to these companies when we let them in our homes and I just have never felt so violated by a company and owner. I’ve given myself a few days to recover before posting so I could give as un-emotional review as I could. I know the owner responds to each bad review and I’m nervous."
  
  Please reference Google Review by **** **** ( 5 months ago) - again, this is testimonial of how the owner of Mr. Appliance of Lehi screams and yells at customers and then threatens them with legal action after the leave a poor review. 
  "Terrible manager. We tried to complain to the manager but he would not stop yelling at us. We had to hang up on him because he was so out of control. He told us he would sue us if we left a bad review. We called the office 8 times and no one answered or returned our call until we asked to speak with a manager who called back yelling out of the gate and would not listen to what we had to say. Terrible management. Will never use again".
  Please reference Google Review by ***** ***** (7 months ago) - more testimonial of this repeated trend of owner of Mr. Appliance of Lehi calling people and screaming at them. 
  "Do NOT use these people! They call your cell phone and yell at you if you leave a bad review! HARRASSMENT!!!
  ** Follow up: Got a call from Mr Appliance telling me I was wrong and that I never told them it was under warranty. Which I did. Then was told the 3rd party answering service did not tell them that. Regardless, I didn't need someone calling to yell at me and tell me I was "unfair" and "wrong", while shouting over me. Even further emphasized the UNFRIENDLY and UNPROFESSIONAL service they offer. LG is sending the entire replacement unit - NO CHARGE - and no, they didn't request ANT info from Mr Appliance to do so. Don't bother posting again, Mr Appliance, that rude and angry phone call was the last straw.
  I called and explained the issue with my LG refrigerator ice maker and that I was concerned about getting this covered under warranty. THEY NEVER SAID CALL LG FIRST. Their technician showed up and said 'Yes, you need a new ice maker. Call LG.' AND THEN CHARGED US $140 FOR THAT TWO MINUTES!! After calling LG, they are taking care of the repair but we are OUT $140. All they needed to do was tell me to call LG first - BEFORE they sent someone out. What a scam."
  There are several more reviews that are similar, showing the repeat behavior of the owner of Mr. Appliance of Lehi. As you can clearly see in the video evidence I provided my dishwasher is still leaking. Clint from Mr. Appliance of Lehi refused to believe me and resorted to yelling and screaming at me over the phone, which is a common tactic he uses.  If you leave a bad review based on your experience Clint form Mr. Appliance of Lehi then threatens you with legal action saying he will sue you. These are repeat behaviors and my experience is not indifferent to the testimonials found on Google Review. Following his behavior I had to conclude that Mr. Appliance of Lehi should not be allowed in my home for the safety of my family. I have chosen to simply purchase a new dishwasher after observing after multiple attempts of Mr. Appliance of Lehi being unable to fix the dishwasher, the service of repair was never complete, if attempting to reconcile with Clint from Mr. Appliance of Lehi you will be screamed at over the phone, if you leave a bad review of Mr. Appliance of Lehi based on your experience Clint will threaten to sue you. This type of repeated behavior from Clint of Mr. Appliance of Lehi should not be tolerated. I am simply a victim of the of the poor service provided by Mr. Appliance of Lehi, among many others. 

   

  Video evidence that my dishwasher is still broken. 

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

  
  
  
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 02/21/2024

  ***, when was that video taken? Provide me and the BBB with the verified Date Stamp for that video. When we spoke the other day, you told me you had already bought and installed a new dishwasher but I find it weird that you are filming a leaking dishwasher that is clearly in your house when you told me you replaced it already. That leaking dishwasher you "filmed" has to be from when your dishwasher was still in your house and was leaking before you called us. The verified Date Stamp for that video you filmed will prove this. Your wife verified with my technician that your dishwasher was repaired and not leaking before my technician left your house, your wife will verify this. Furnish me and the BBB with a written statement from your wife she, we need her take on this. My technician was there for close to an hour and can tell me everything your wife and him talked about. Furnish that statement from your wife.

  As far as all of the Google reviews you referenced, I can go through each of them and show proof that their reviews are that of disgruntled customer that didn't like being told no or where shocked that a business owner would stick up for his employees and the business that puts food on the table for his and his employees families. When people lie, cheat, steal, make up stories or start belittling people, I draw a line and stick up for what is right while calling people out on their behavior just like I did with you when you started attacking my technician and me personally.

  Furnish me and the BBB with the verified date stamp of that video you filmed, furnish me and the BBB with a written statement from your wife - signed by her, and if they contradict what my technician has told me or what I've said her, I will gladly talk to you about a partial refund or resolution. You first have to furnish me and the BBB with the items I have requested.

  Customer Answer

  Date: 02/22/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This is not rejecting, more providing information requested by Clint of Mr. Appliance of Lehi. The video was taken on 02/20/24 at 2:03PM, in the audio of the video I asked Alexa to tell me what the date was, matching that of 02/20/24. I have provided a screen shot of the metadata of the video. To clarify, yes, I have purchased a new dishwasher from Lowes (order # *********), it will be installed on 03/02/24 by their 3rd party install team. The install team will also take the told dishwasher away (dispose of).  So my old dishwasher is still in place and leaking. I thought it best that I provide proof of the old leaking dishwasher before it was gone. Additionally, as you requested, attached is my wifes written statement. 

  I provided the Google reviews simply to demonstrate that this is a repeated occurrence on your behalf and that this was not a unique or one off event. I am not telling you not to stick up for your technicians, I am just simply attempting to suggest that you yelling and screaming at people is not a great approach of resolving these types of situations as it may also agitate your customers. 

  I hope that what I have provided today moves this in a direction that we can approach a fair ending to this. I would certainly agree to a partial refund, with myself understanding that the initial diagnostic is covered by me. I am hoping that you agree that its not fair to me, as the customer, not to pay for parts that didn't fix the original issue or to pay for the technicians time spent attempting to fix this issue. Who knows what the root cause was to my old dishwasher leaking was, however, it was never found. We, myself and you, simply need to find a middle ground and move on. 

  
  
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 02/23/2024

  ***,

  You rejected my offer so I don't know where to go from here. As far as I'm concerned, your dishwasher was fixed - your wife even said so herself to my technician. Your wife verified your dishwasher was fixed and not leaking before we left your house, provide me and the BBB a letter written and signed by your wife stating otherwise. You weren't even there the day of the repair, but it's you kicking up sand which is a red flag. Me and The BBB both need to hear from your wife. Your wife is good friends with my scheduler and technician, they have text each other socially and my scheduler talked to your wife the day of the repair on speaker phone while my technician was standing in front of your dishwasher with your wife testing it for over 30 minutes. It didn't leak  while your wife and my technician stood in front of and ran the unit while they were talking to my scheduled over the speaker phone. If it were never fixed, it would have leaked as both your wife and my technician were standing in front of it testing it, but all of a sudden, we leave and you contact us a whole 12 days later saying it's leaking. Another red flag. If my dishwasher was never fixed properly and was leaking after you left my house, I would have called that day saying get back out here. You didn't though, you called us twelve days later. Your wife stood in front of the dishwasher with my technician while he was testing it and it didn't leak, it was fixed. Me and The BBB need to hear form your wife since your were not there. Provide me and The BBB with a written and signed statement from your wife since you were not present the day of the repair. Even if your video was really filmed on the 20th, the repair was completed on the 8th and your wife said it was done correctly and wasn't leaking when we left your house... my point is, a lot can happen in 12 days. Who's to say you didn't lodge a butter knife between the door and seal causing it to break and leak? That happens all the time. Your dishwasher was fixed and not leaking when we left your house, your wife even said so. We need to hear from her.

  
  I yelled one time at you because you kept cutting me off and would not let me speak. One time. It got your attention and as soon as it did, I calmed my voice back down and politely asked you to let me speak since I let you talk. After that, it was you that yelled at me the rest of the phone call calling me a "piece of ****" and a "mother ****er" over and over again. I have the whole phone call recorded.

  As far as I'm concerned, my technician sat in front of your dishwasher for over 30 minutes testing it and it did not leak once and your wife verified this. Provide a written and signed statement from your wife and if it contradicts what I have been saying based on my technician's notes and what he has told me personally, I would gladly like to hop on a phone call with you to get this resolved fairly. In order for that to happen though, we need to hear from your wife who was there and present during the repair, since she is the one that signed our work order stating the repair was done to her satisfaction. Provide the written signed statement from her and if it contradicts what I've said, we will get this resolved fairly. 

  
  

• Initial Complaint

  Date:10/12/2022

  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.

  On 9/22/22, I had a repair tech do a diagnostic on my dishwasher to see why it wasn’t working properly. I was told the service would cost $130 and that someone would call and tell me what needed to be fixed. They charged me $155 and no one has told me what is wrong with the dishwasher. I’ve called multiple times and no one will return my call and tell me why I was charged more, why my dishwasher is still broken, and what needs to be done to fix it.