Mr. Appliance of Huntsville

The customer service with respect to the two women I spoke with taking calls was excellent, but that is unfortunately the only thing I can speak of highly with respect to our experience with Mr. Appliance of Huntsville. We contacted them for a diagnostic on our older model Samsung refrigerator that was no longer cooling. The service technician that took care of the call said "with 99% certainty it is the computer" and proceeded to replace this part to the tune of over $600. Not even 24 hours post repair it was evident that the issue was not the computer as the refrigerator still did not work. (We did learn later that this was the least likely culprit in this situation, the thermistor being the usual suspect). We reached out to let them know the refrigerator was still broken and they sent the tech back over who now decided without performing another diagnostic it was the fan. He replaced the fan but refused to leave our old fan. When we questioned him politely about his process he threatened to leave. We were not charged for the visit (which was appropriate), however this fix did not work either. We called again and this time the technician came over with his supervisor. We overheard Samsung on the phone scolding the technician for not doing a diagnostic he suggested. They fixed the appliance, but refused to let us know what was fixed and told us to reach out to the office for that information. I then had to call back in to find out what the fix was, and as it turned out, the thermistor was in fact what fixed the problem. I then asked for an itemized receipt for the costs of the parts as well as the repair service. They sent a receipt that was again not itemized. I called in again to ask for an itemized receipt as I don't feel it is right to pay for the most expensive part/repair when the actual part that fixed the refrigerator costs between $30-$50. They have repeatedly refused to send an itemized receipt and now they refuse to contact us. We want to pay for their diagnosis and the appropriate fix, which from our research is no more than $250, certainly not $600+ tax! We feel their customer service is lacking from both an administrative side and a technician side. In addition, with their lack of transparency in their billing practices and predatory service model doing the most expensive repair first, we cannot in conscious recommend this company to anyone.

Absolutely do not use Mr Appliance if you want your appliances fixed and 1 year warranty guaranteed. I had my dishwasher and icemaker fixed in June for over $1200. One month later the same issue happens with the dishwasher they initially refuse to fix it even though it's covered under 1 year warranty. After going back and forth with the lady for hours and telling them I will hire a lawyer then fixed the issue under warranty. Not one month later the same issues arises that still has 9 month left of warranty coverage and they absolutely refuse to fix it....and then the best part they contact me saying I owe them $125 for a diagnostic fee from the dishwasher!!! Terrible customer service do not use them if you don't want to throw away a bunch of money!

The technician used a steamer device to clear the water input to the icemaker. Then he tried to start the ice maker....even using LG on the phone. The LG person was asking the tech to press this and that button-which you couldn't push on this model. Then the tech decided I needed a new icemaker. I signed documents stating that I approved of the order of a new one. I had to pay $230 (half the cost) so I wouldn't reneg on the deal I guess. Later after he left the icemaker started working. His idea of how to start it or the need for a new one was totally wrong. I asked for the money back for something I didn't need. TBD. As far as value-last year the cost of a call was $89; this year $125. Outrageous increase. I would never use them again. Last time I used them they sent a competent technician who I asked for by name. He later quit.

We were very happy with the service.

They were not able to fix the refrigerator. I had to hire somebody else.

Very good service. They did good work, were prompt and courteous. Overall very satisfied with the work.

Did a good job on repair. However, I had question on my bill and company would not return calls or answer email or provide requested data on my billing questions. They turned bill over to collection agency. I will not use them again.

ALTHOUGH THEY DID COME A DAY LATER THAN THEY PROMISED, THE TECHNICIAN WAS POLITE AND EXPLAINED EVERYTHING TO ME PLAINLY.

Mini fridge repair was accomplished on the first visit, but they didn’t have the part in stock for the dryer vent installation. Price seemed high, especially for the mini fridge repair.

They charge $89 to come out and waive the fee for the repair if you have the repair done. BUT, and this is big, they refused to give us a quote for the actual repair of replacing the control board. We can do it ourselves but were trying to find out if they could do it for about the same cost ($200) since they get a break on the price of the part. The only way we can find out the quote is to risk an $89 visit, which is fine if you don't know what's wrong, but we DO know what's wrong and just wanted the quote. I think it's insane they can't tell you the cost of an exact repair over the phone. They must be expensive, or they wouldn't be afraid of giving me the quote. They just don't want to lose the chance to earn the $89 fee. NOT impressed!

He gave me a choice of him ordering a part and returning to install it; or fixing with available parts and the cost of making do with being $50.00 less. Both fix’s would be equal in strength.1

Very satisfied with work except the price was too high

I am very displeased with Mr. Appliance of Huntsville. My problem was that the ice maker in my 8 year old refrigerator had stopped making ice. I called the company and requested their service. The technician came and within an hour said the problem was that no power was getting to the ice maker. Because the power cord to the ice maker ran up through the door, resolving the problem would require purchasing an entirely new door, which, with labor, would be expensive and more than half the cost of a new unit. I decided it made more sense to buy a new refrigerator and gave the old unit to an elderly person whose refrigerator was in very bad condition. Two days later, that person showed me that the ice maker in the old unit was full of ice! So apparently something was clogged with ice in the old unit, and letting it thaw resolved the problem. The bottom line is that I bought an entirely new refrigerator, although the problem with the old unit could have been simply resolved. And I incurred a large cost to replace an easily workable unit. I have a very poor opinion of Mr. Appliance of Huntsville.

I contacted Mr. Appliance on Monday after our 6 year old refrigerator quit working over the weekend. The service tech arrived Tuesday and diagnosed the problem (the computer board). He didn't have the replacement part with him so he left and was back in an hour and fixed the problem. All my contacts with Mr. Appliance were very pleasant, i.e. the lady who scheduled the appointment and also made a follow-up call to see if the work was completed. The service tech was competent, courteous, and careful not to make a mess. The cost for the repair was very reasonable. The day after the repair I noticed the lower freezer drawer wouldn't open smoothly like it had in the past. The same service tech came back and explained that after the freezer started cooling again that frost had built up on the tracks due to condensation and wouldn't allow it to slide easily. He lubricated the sliders and adjusted rolling cogs and now it works perfectly. There was no charge for the second visit. I am very pleased with the quality of service provided by Mr. Appliance and will contact them again if the occasion arises.

An appointment was made within a reasonable time from my original call, the tech was on time as scheduled wearing shoe covers, the problem was diagnosed and explained within 20 mins as to what would need to be ordered to correct the Refrigerator problem and when the part would be in and when he would be back with the part which was also on schedule. The freezer light socket was repaired before he left. Very pleased with Chris the tech and with the office personnel I spoke with. Mr Appliance will definitely be who we call for future appliance repair issues. Excellent Service

It turned out to be a simple repair requiring no new parts. The dishwasher was complicated to take apart, so I'm glad I called a professional.

The technician arrived on time and spent around 10 minutes to diagnose the problem. He then went out and got the part. Upon returning he installed the control board right inside the front door. From start to finish he spent between 45 minutes to an hour. When I saw the bill I asked how much of it was the part. He replied over $300! I thought wow that was a lot for the part. Then I realized I’d been charged $211.27 for an hour of labor! WOW! Upon receiving the emailed receipt I noticed that they had classified the repair as “rear and difficult to access”. I found this strange as it was right inside the front door and took him around 10 minutes, so it didn’t qualify as either. Then I started to question the price of the part. After just a minute I was able to find the part online retailing for $120-$225 for an OEM part. I certainly wouldn’t say that was over $300. I asked the Office Manager if she would ever hire a technician to make a repair at her home for that price. She said that would depend. We made a couple of calls and found the going rate to be $75. She informed us those were “Walmart” technicians. Well I can tell you those “Walmart” technicians will be getting my business next time. There is no way I’m paying these rates again!

Wasn’t able to fix, and didn’t prolong the fact that I would need to replace the unit (cost effectiveness)

This company came out and tested my refrigerator compressor, compressor did not work anymore immediately after leaving. Technician told my wife onsite nothing was wrong with the compressor but they would file for warranty replacement anyway because we said it was making a noise. When I tried to call the owner/manager to ask them to come back out and see why the compressor failed after their technician left the cowards wouldn't call me or speak with me at all. They made the poor lady who answers the phones deal with the situation. She promised that the office manager would call me back and hear me out. This never happened and they called Samsung and cancelled the warranty claim without even telling me. Now stuck without a fridge, $150 (low estimate) in food ruined, not a single person from the company will even return my call or address the issue. Now in touch with Samsung management, franchisor, BBB, and Chamber of Commerce. I am military and away from home with a wife and 3 kids at home eating groceries out of a cooler with ice because this company has left them high and dry without a working refrigerator and wouldn't even come back out at my request to see why the refrigerator stopped working after their technician touched it!!! BEWARE!! This Company received two positive comments on Facebook from Oct through November. I posted a bad one and within an hour they had 3 or 4 positive comments posted. Ha ha!!! Nice try! My opinion of this company is all around dishonest. BE EXTREMELY AWARE!!

This company exceeded our expectations. We are very pleased with the outcome. We scheduled an appointment after hours online. The next day the tech arrived on schedule. He was pleasant, knowledgeable, professional, and diagnosed the problem quickly. He even went to a supplier for the part we needed! Great!!

Great service. Have used them before, and will use again.250

Very well. Responded quickly. Went out to get part needed and returned within 40 minutes. Installed part and also did tune up on the machine. A little more expensive than I thought but quality of work was excellent! Very polite and professional too.

The service man was clean, professional, knowledgeable and quickly assessed the problem with the oven. A part was ordered......and within one day he completed the required work as promised. I am very pleased with this company and recommend it to anyone who need service on their kitchen and washer/dryer appliances.

Wonderful couldn"t ask for better service

Very fast repair. Service folks were friendly and let me know exactly what the found and did to fix.