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:11/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 contacted Mr. Appliance of Vancouver (MAV) regarding our malfunctioning Bosch range. The oven malfunctioned and locked down as a result of overheating, and MAV was an appliance repair outfit approved by ******MAV sent a technician out who initially replaced the oven latch, the oven sensor and the control module. None of these replacements fixed the problem (although we could open the oven door once the latch was replaced), implying the original sensor and control module were most likely ok. I paid for the repairs and replacement parts ($65.53 and $298.94 for the sensor and control module respectively).Subsequent visits involved replacing other parts but these to failed to fix the problem, and eventually MAR--in collaboration with Bosch--technicians determined the appliance was irreparable. On these subsequent visits I did not pay for any of the new parts the MAR technicians substituted into the oven for the old parts. Furthermore, on one of these subsequent visits the MAR technician broke the formica facing on our kitchen counter, as he was removing the oven from its 'hole'. MAR in its work order indicated it would not be responsible for collateral damage as a result of their repair efforts, however the repair they effected (gluing the broken pieces back into position) was slipshod at best.I reached out to several times to MAR to discuss a refund for the control panel, pointing out that since that did not repair the oven that I felt I should should not have to pay for the replacement parts. MAR has not returned my calls or otherwise discussed my concern with **** am seeking a $298.94 refund for the control panel, and a written apology from MAR.

  Business Response

  Date: 11/27/2024

  ID # ********
  In reply to your concerns. First I would like to thank you for writing a reasonable letter of concern even noting things which we did well for you. We appreciate that.  I reviewed your work history and file. I agree, it was a challenging situation eventually ending with the manufacturer concurring with our technician that your range was not repairable. Towards that end we were able to provide you with a reference number to work with the manufacturer.  They had indicated to us, they would help you in acquiring a replacement range.Generally, that means they will give you a deeper than normal discount or a credit against the attempted repair. I hope that indeed was helpful for you.
  It is true we installed other parts which we did not charge you for, all under the recommendation of the manufacturer. Also, all under our own expense for which we did not receive any refund or credit from the manufacturer. We did not take out the parts because that would have left you with a range completely unusable. We felt that was the best option available at the time for you.
  Im sure our technician apologized for the damage to your countertop. But I would also like to apologize for it as well. We stress to our technicians to take extra precautions to keep our customers homes safe from accidents. Sometimes our technicians face installs which are not done well,sometimes simply wrong or which make their job even more challenging. But we always try to do our best so we can provide a repair for our customers even if half the challenge is safely removing an appliance from its location in order to service it.  Im sorry the repair of that damage to your countertop was not as good as you would have liked it to be.
  You mentioned that you did not receive calls after trying to contact us. That is not acceptable to me and I will follow up with my staff regarding that. I was able to find at least one of the occasions you called our office, it was on 10/1/24. And I see that on that occasion our manager attempted to return your call twice that same day. Each time your phone went to voice mail. She did leave you a message. I apologize for any other times you tried calling and was not able to get through or we didnt return your call. Again,that is not acceptable to me and will be addressed.
  Regarding your request for a refund for the control panel. Since our technician did damage your countertop and didnt provide the best repair to it, and since we evidently did not return your calls appropriately, I will be refunding $298.94 to you by check in ****. I hope this meets your expectations.
  Sincerely,
  

  Customer Answer

  Date: 12/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  9/24/24 I had a scheduled 3 appliances to be looked at. At the time of making the appointment I was told that they would charge for looking only at 2 of the appliances and that the cost of looking at them would be included in fixing the appliances if I choose to do so through them. I was quoted at $143 for the first one and $115 for the 2nd. I asked if the 3rd one would also cost money and was told no. So comes time for the appointment once he is done with the inspection he then inform me that not only is there a service charge for using debit cards which was not mentioned. That I had to pay each inspection cost first and that only the inspection cost of the specific appliance would apply to the work he did. He said I was being charged for the stove as well and I was confused. He informed me of this and I asked about what I was told. I was then informed that was how it was. I then asked so wait I have to pay all the money but only $115 will go to the cost of fixing my stove if that is what I want fixed? he said yes. So I had to pay $511 to inspect 3 appliances and for them to do no work on any of them.

  Business Response

  Date: 10/02/2024

  We apologize for any confusion or misunderstanding which has taken place. Our goal is to provide great communication along with great service to every customer. Our procedure is to charge a trip/diagnostic fee for each appliance our Service Professional inspects and diagnoses. I'm sorry that was not clearly communicated to you. 
  My office has informed me that just today you called in. Mu understanding is that you and the office manager worked out a satisfactory resolution. Thank you for calling in as we desire to take good care of our customers. 

  Customer Answer

  Date: 10/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/31/2023

  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.

  On 05/30/23 I was charged $144 for a service call for a microwave repair. I paid the amount requested. However, during the call, the technician never took apart the appliance to give a proper and accurate diagnosis as to what the problem was. When his diagnosis was "complete," I was quoted $665 for the repair. A new microwave with installation would cost around this amount or less so I declined the repair. I then asked if I bought a new microwave, if they would install it for me (so I did not lose out on the $144 service call fee). I was told they would not. Therefore, I am either 1) out the $144 and still have a broken microwave -OR- 2) pay the $665 for a repair that does not make sense. There is not a reasonable or fair solution and I feel the company is taking advantage of customers by giving outrageous quotes without offering an alternate option for repair.

  Business Response

  Date: 06/06/2023

  ID ********
  On *** 24th this customer contacted our office and requested an appointment for her microwave which she said was making a droning noise and not heating. During this phone conversation our office informed her that we charge a trip fee of $132.50 (plus sales tax) to send a Service Professional out to her home. She agreed and we set up an appointment for *** 30th.
  Our service professional arrived as promised. Our service professional discovered that the *** (over the range) microwave was mounted in such a way that the screws to remove grill/panel to access components were not accessible (hidden by the cabinetry). He took some time to inspect it and to see if there was any alternative, which he did not find. He then, based on her notes and what he was able to observe while running the unit, developed a quote for repair.It is true that he did not take apart the unit to diagnose, but as explained he could not do so because of the way it was mounted to the cabinets. But based on his training and experience he determined what was most likely needed to do the repair.
  Since this is an *** unit which is mounted above chest height, for safety we do not require our service professionals to attempt removal of the unit by themselves. We consider this action to be a two-person job for safety reasons. Safety for the service professional (lifting above chest height poses greater back injury risks) and safety for the homes surrounding items including their range, counter tops, and cabinetry. The vast majority of ***s can be accessed without removal from the cabinets as they are typically mounted in such a way that the microwaves screws for access are not hidden by the cabinet like this one was.
  The quote included the trip fee, parts he felt were needed,cost of having a second technician to assist him in safely removing the unit and the labor to install the parts.
  Our company is focused on repair of major home appliances.We do not sell appliances and we do not install new appliances. The customers request to install a new appliance, while a perfectly legitimate question would put ** outside our scope of work. Installing a new microwave requires drilling new mounting holes into the cabinets, back and mounting of brackets. Sometimes it can require alterations to the cabinet as well. Our employees are not trained to do this type of work.
  When the customer called our office with her concerns we listened and explained that we had fulfilled our part of the agreement. She was told before we set up the appointment there would be a charge to have one of our people come to her home. It is also clearly noted on our invoices that we do not refund the trip fee. You will also see on the attached invoice that the customer signed for the payment and paid for the trip fee as she said in her complaint letter.
  When she called with her concerns, we did offer to send a different service professional out for no charge to look at the situation in case he had missed an important item such as: a different way to gain access to the unit without removal or perhaps had misdiagnosed the unit. She declined the offer.
  We respectfully decline her request for a refund since: She was well informed there would be a trip fee; she agreed to this arrangement; we fulfilled our side of the agreement to come to her home, assess her appliance and provide our recommendation for repair with a quote.
  Sincerely,
  ***********************

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20125663
  
  I am rejecting this response because:

  While I did sign to pay the company for their "service." I did so because I did not think I had an option not to. Also, I stand by the fact that the diagnosis was not done properly to accurately reflect the $665 quote they gave me to fix the microwave. When offered to have another tech to come out, I declined because the company would have no way, according to them, to take the microwave apart to properly diagnose. Furthermore, it doesn't seem right to not offer another option for the customer. I was told the $140 would go towards the repair/solution. Since I am not wanting to spend the $665 repair cost and the company offers no other option resolve the problem, I am out $140 and still have a broken microwave. My main issue was paying the $140 for a diagnosis that seemed like guess work.
  
  Sincerely,
  

  
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