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Business Profile

Appliance Repair

Mr Appliance of Madison

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Appliance Repair.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:02/07/2025

    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.
    I contacted this company to fix my dryer. I told them my dryer needed a new belt (which I told them when I made the appointment). The technician ****** showed up late and without the belt which he said was in stock at the warehouse. ****** then scheduled me on site to come back two days later with the proper part only after I pay half up front. Two days later and no one showed. When I called, they told me the part was on back order. I ordered the part myself and got it the next day. They then refused to refund me. They never fixed my dryer and never contacted me to inform me that my appointment for Thursday was cancelled.

    Business Response

    Date: 02/18/2025

    Thank you for your feedback, and we're sorry to hear about your experience. We take concerns like yours seriously and are actively working to address them. Please feel free to contact us directly at ************ and ask for *** so we can discuss how we can resolve the situation to your satisfaction.  Again, we apologize that you had a negative experience with us and we would like to resolve it to your satisfaction.

  • Initial Complaint

    Date:02/26/2024

    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.
    2/13/2024 ******, repair representative, Came and gave diagnostic test. Soap/Rinse aid dispenser leaking. He poured rinse aid in and said yes it is leaking. That was diagnostic.Quoted $420.00 to repair. Deposit $210 Emailed and called within a couple hours to cancel order. Informed I could not cancel I have been charged $210.00 for nothing.

    Business Response

    Date: 02/27/2024

    Dear BBB,

    Unfortunately, the customer is leaving out many details to their story.  On February 19th around 12:15PM, ******************** called us to make an appointment for her Bosch dishwasher (I have the call recorded).  She asked if we would be able to do the repair that day because she had a big get together for the weekend.  I told her that I could not promise that we would have it.  We do not promise any parts availability because that would be over promosing something that we do not have.  She was kind and understood and had us go to her home on February 22nd around Noon.  ****** was able to diagnose the issue and recommendend the repair and it would cost around $403 (excluding tax).  The customer agreed to it and paid half to move forward with the repair.  Because of the business we are in the customer expects to get their home ********************** up and running as fast as they can.  We ordered her parts around 3PM to miss our vendors cutoff.  

    The customer called us at ****** on February 22nd to cancel the order.  On Monday, when we go back to the office I called the customer back and informed that that it was not a problem.  I did inform her that they will be responsible for the 25% restocking fee, $24.95 shipping charge, and the diagnostic fee.  This is printed on every estimate and invoice for every customer.  She tried to state that ****** was at her home just an hour before she called us to cancel and that there is no way we were able to order the parts in that one hour.  However, I have plenty of proof to show otherwise.

    After consideration, I sent an email to the customer on February 23rd at ****** offerin an olive branch and offering to remove the restocking fee.  Since I had not received an email back from her (and because I was going to be gone this week) I refunded her the amount of $47.58, which would have been for the restocking fee. 

    However, since receiving this notice.  The customer has replied to my email asking if it is fair to charge a senior citizen on a fixed income.  Unfortunately, we do not do background checks on individuals before we do service work.  In addition, we do not call customers for their business...they call us.  We have 4.8 ****** rating with over 200 reviews.  However, she stated that she wish she read our reviews before hand.  Hindsight is, I wish she would have read our ratings and realized that we are a highly rated business.

    I am not willing to go any further, I believe that we have been extremely fair.  If anything, if the customer believes that every business needs to screen their customers before doing business no one would be doing business together.

    Sincerely,

    ******************, Mr. ********************** of Madison, WI

Mr Appliance of Madison is NOT a BBB Accredited Business.

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