Mr. Appliance of Richmond

I normally don’t leave reviews, but this experience with this company was frustrating. I originally called because our washer needed a repair estimate. We already knew what the issue was and had the part removed, so we just needed someone to come out and provide a quote for the repair. I was told an estimate couldn’t be given over the phone (even after explaining the issue and that the part was already disassembled from the machine), so we scheduled a technician to come out. When the technician arrived, he didn’t touch the washer or perform any type of inspection, which was fine since we were looking for a quote. He simply just provided a repair estimate of around $600ish for what would have been about a 30-minute to 1-hour replacement. That price felt quite high for the repair, and we ultimately ended up doing it ourselves. After the visit, I was informed via phone call (after the appointment) that we owed a $139 diagnostic fee that had never been clearly explained to me beforehand. I understand that some companies charge for inspections/diagnosed but in this case that was not communicated beforehand. I spoke with someone later on who acknowledged it was her mistake for not mentioning the fee upfront when I originally scheduled, but we were still expected to pay it. Again, I completely understand charging a diagnostic fee, but it should have been clearly communicated before the appointment was scheduled/when the tech came out. What made this more disappointing is that the company’s website states they are transparent the costumers about pricing, which was not my experience. I also know that some companies will waive a fee when a mistake happens on their end, but that wasn’t the case here. I hope the company takes situations like this into consideration and improves communication about fees upfront so other customers don’t run into the same issue.

My review for Mr. Appliance concerns their way of giving estimates for $139. I have a 9 year old Bosch dishwasher that is giving me an E02 error code. On the Bosch website I already have an idea of the problem, what I wanted to know in calling for service, since I have this error code, what is a ballpark figure of the cost to repair. The DW cost me $586 9 years ago, is this an expensive repair ? Mr. Appliance will not tell you that. You call and you get a woman who tells you it is $139 to have a tech come out and give you an estimate. I explained I have an error code, but that means nothing to them, they want that $139. I called someone else and the actual owner called me back. He knew my model, how much it had cost me, and explained the parts and price situation with an E02 error code, in the area of $500. Everything he said made sense and I've decided to just buy a new DW. That is the service I expected. Why have error codes on modern appliances if they mean nothing when you call for service ? In response to the owner's response. I understand that I was not talking to a technician, which is part of the problem. At the other company I got to talk to the owner/tech and he explained all the possibilities it could be, but was able to say that it was most likely in the area of $500, close to what I paid for the DW. If I had paid $139 to have someone come out I believe their estimate would have been in that same $500 ballpark and I still would not go ahead with the repair so I'd be out $139 for no reason. Even if they told me $300, I think $300 on a $586 DW is too much. It's that simple, the other company gives you free educated advice and this company wants $139 for their advice. I suggest you call someone else before paying that $139.

Absolute Nightmare - DO NOT USE THIS COMPANY If I could give zero stars, I would. This has been, without a doubt, the most frustrating consumer experience of my entire life. The "Service" (or lack thereof): We had a technician come out and repair our fridge. We got charged way over $1,000.00 for a replacement part - just to realize that the problem was not solved. After various additional visits, the technician gave up - and said there is no solution. At that point we (of course) asked for a refund. That’s when the ‘service’ stopped. Entirely. The Phone Hell: Trying to get an update is a full-time job. I have spent a combined total of over six hours on hold with this company. When—and if—someone finally picks up, they are rude, dismissive, and constantly refer to a ‘manager’ (who is NEVER available, and ALWAYS in meetings…) needing to weigh in. Twice, I was "accidentally" disconnected after waiting 45 minutes. To call this frustrating does not even begin to cover the agony (and waste of time). The Stalling: Every time I actually get a human on the line, the story changes. Every call ended with “We will do this by tomorrow.” or “You will hear from us by next week.” or “My manager will call you back this evening.” None of those things actually ever happened. It was blatantly obvious they are just stalling to keep the money without doing the work. It took us WEEKS to receive the refunds. The Verdict: Save yourself the headache, the wasted time, and the money. Do not go into business with them. Find literally anyone else.