Mr. Appliance of Central MA

This is the worst company I have ever had to deal with customer service-wise. They openly mocked me on the phone and could not have cared less about customer service. When I asked for the name of the supervisor he lied to me, as he knew I was leaving a negative review. Then he actually tried to make fun of me for having to work on a Friday, when he was getting out to enjoy his day in 40 minutes. He told me his name was Raymond, however his name is Ryan Casey. This company contracts thru Lowes and I'm sure that's how they get most if not all of their business. Their reviews everywhere are horrible. The office staff is all people who just either hate the jobs they have, or just don't want to work anyway. I don't expect many people hire these clowns independently, but you should AVOID AT ALL COSTS!

Miserable, their promised work was never completed, problem itself was mis-diagnosed, lack of progress extremely poorly communicated, return of pre-paid funds ($95home visit & diagnosis; $140 parts prepaid by check) to date Still Not been made AFTER numerous requests and allowing reasonable time. This screwed up business lead to my household to having to wash dishes by hand for ONE + MONTHS!!!!!

This is really a 2-part review: 1. The technician who came to our house was on-time, and did his job with minimal fuss. He was honest and efficient. There is absolutely nothing wrong with him. He came to the house twice, first to diagnose, then a week later to fix. Now our fridge works wonderfully. 2. From a customer service perspective, my experience with Mr Appliance is one of the worst I have ever dealt with. The company randomly canceled our appointment without telling us. When I called for a time, I was told there were no techs in the area today and they would have to come the next day. When I inquired why my appointment was being blown off, the customer service rep scoffed it off and made the next appointment. No apology. No explanation. Nothing. My wife and I moved things around so that we could accommodate their 8-5 timeframe, and were told in no uncertain terms that our time wasn't valuable. The man I spoke to on the phone claimed to be the manager of the Sutton office when I asked to speak to his boss. It's entirely possible he was just some buffoon lying to me, but if he was telling the truth, that speaks volumes about the quality of customer support that place gives. When I tried calling again a week later to confirm, I was placed on hold for a half hour and then disconnected. This happened twice. My recommendation, if you are directed to Mr. Appliance by Whirlpool or any other large appliance company, is to ask for another company. Yes the problem was fixed. But the service and support from their office is disgraceful.

Mr. Appliance came to my home 3 times to fix my Bosch dishwasher. On the third visit, at a cost of over $500 they replace several parts and indicated that all was well. About a week later the Dishwasher was leaking again and no longer working. I called them 3 times with either no response or I was told someone would call back and finally they simply refused to return and make the repair at all.

This repair company was selected by Electrolux (not by me) for a washing machine repair under warranty. Electrolux set up the appointment, told me that the company would call the day prior to the scheduled repair to provide a window of time. As everyone knows, scheduling a repair company (or delivery) requires setting aside an entire day until the details of their planned arrival are sorted out. Never heard from the company. I called toward the end of the day (Electrolux had given me their phone number) to find out when they planned on coming the next day. No human to talk to, but I did leave a message, saying that it was important for me to know the window of timing for their service call. They did not call back. I phoned Electrolux and told them of the problem - they tried reaching the company also. Seeing that this was looking very bad, Electrolux was able to locate another service provider who agreed to come by on the originally scheduled day (which I had been planning for a week - since it required that I leave the entire day open). Important to note: the service call that Mr. Appliance agreed to was not canceled by Electrolux or by me; but we went ahead with booking a second company to show up the same day. (They did show up and were very good). Mr. Appliance did not call to arrange a time; did not return a call to me or Electrolux to figure out their plan; and did not show at all on the day they were scheduled. I still haven't heard a word from them. So they were a no-show with no apparent care about it.

Worst service company ever! A few days after Liebherr sent in the work order, I got a voicemail from Mr. Appliance telling me that although my appointment was in two weeks, they could come the next day. No one had told me I had an appointment scheduled in two weeks, but okay. I called back to confirm and the enormously rude woman who answers the phone there said that they certainly could not come the next day. When I asked what time they had me scheduled for in two weeks, she said she didn't know yet but they'd email me the day before. When I pointed out that the day before was a Sunday, she said they'd do it on Friday. Friday, Saturday, and Sunday came and went. Monday morning I got an email saying my appointment was from 3:30-5:30. I left work early, and when I returned home at 3:20 there was a business card in my door. When I went inside, there were three messages on my home voicemail (they had my cell phone as well, but didn't call it), saying the repair man had come at 3:00, waited, and left. I immediately called and was on hold for 6 minutes listening to how important customer service is to them and how they're never late for appointments (technically true, they were early). When someone finally answered, it was the rude woman again. Minor irritation -- she answers the phone by saying, "It's a great day at Mr. Appliance," in the most sour voice imaginable. Then nothing...no "hello", no "how can I help you", just silence. I was pretty annoyed, so I explained the situation and asked how soon before the repair man could get back to the house. She said that he'd already been there and left. She said my appointment was from 8:00am-5:00pm (who would agree to that?!). I told her that was not true, and I told her (again) about the email. She said she didn't send it. Okay, but someone did. I asked how soon he'd be back at my house, she said he would not be. I asked to speak to her supervisor. She put me on hold for another 5 minutes and then came back on herself to tell me he wouldn't be coming back. I demanded to speak to her supervisor again, and she said she didn't have to put up with this and hung up on me!! All of this was with the rudest tone imaginable, and no apologizing at all. I was irritated from the moment I saw the card in my door, but if she'd been the slightest bit solicitous I would have been fine. I called the corporate office and told the woman there that I needed them to solve the problem. I wanted a call from the franchise owner and never wanted to hear the other woman's voice again. 24 hours later, I've heard nothing. There is no way I would ever use this company, except that apparently they have some kind of contract with Liebherr. I'm not sure what hold this particular employee has over the company, but having now read the reviews on Yelp, she is a disaster.

This place is a joke. The tech who was really nice and was able to fix our dryer but was not able to find a leak in our washer machine despite it dumping water sporadically all over the floor. The tech was extremely clear on the action he was going to take to report the issue but instead reported that no problem was found. I called repeatedly to try and discuss this with Mr. Appliance and after over a dozen messages, neither the tech of the owner has called me back to date. Will they finally be honorable and reach out after seeing this review? Probably not. Do not do business with these people. They do not stand behind what they say and have zero accountability. A 5 minute callback could have resolved this but instead I have to now seek other means to escalate it. Disgusting experience!

He was very friendly, arrived on time and very professional.

Very happy with the Service. I called this morning and they had someone come out this afternoon. The tech (John) was very polite and had the part needed to fix the problem with my 4 yearold Viking dishwasher. He also repaired the maker on my Viking refrigerator. Cost a little more than I would liked, but it was repaired the same day I called to it was worth it.

Had a cooling issue with a Sub Zero wine unit. Mr. Appliance came and installed a thermostat of some kind. Everything was smooth had to send two guys out cause of the size of the unit. I was nervous about the floors but they were protected and I have no issues. Very happy with service will use again!

I wasn't very happy with them. The first guy came and said there is nothing wrong with my dishwasher or with the refrigerator, but there was. There was a problem with my refrigerator and my dishwasher.So I called back and argued with the manager not to send that guy again and he sent somebody else. It took a few days for the manager to get back to me. The second person who came was pretty good. His name was John Paul. He fixed my refrigerator. I wasn't getting any ice, but I still have an ongoing problem with my dishwasher. I wanted them to pull the dishwasher and see what is leaking out. But nobody would do that. They don't want to scratch my floor. Well, my floor is buckling. So, as a matter of fact, I am waiting for plumber to come. I am very unhappy. My dishwasher is leaking downstairs and I spent over 300$ with these people. They were supposed to give some kind of a discount because I was with Angie's, but he did not give any discount. I would not recommend them.

I called the office to schedule a service visit. With all the snow I had expected to be told they were not making calls and I would be placed on a list. To my great surprise, I was scheduled to have a home visit within the week! The service technician displayed a high regard of my personal belongings by placing shoe covers on, having the tools needed and cleaned up as though he was never here. The company had a great supply of parts so there was no waiting for parts to be delivered. I will definitely use Mr. Appliance for any future appliance installations or repairs.

Mr. Appliance gave me an 8-hour window when they said they would install my gas dryer. They did not come during this window. I called them when they failed to show and they said there was a cancellation and so they had to move their schedule around. They explained to me that this was how their system worked when there was a cancellation and that they could reschedule for a week later. They were not apologetic, rather, I found them to be somewhat rude. For the second attempted installation, they gave me a 4-hour window when they would come. This time, they came 3 hours before the window started and, since nobody was home, they left. I called and again they explained that they had a cancellation and had to move their schedule around. They said they could reschedule my service for 3 weeks later. Between the lack of promptness and the poor customer service, I found them to be unhelpful, dishonest, and unreliable. Altogether, this was a miserable experience.

A bad experience overall. The serviceman came 3 times in total. First one is for inspecting the broken part, the second and third time they bought the wrong parts and tried to install them after opening the range. My range is now not even reinstalled properly and I still have a broken cooktop. When I called them again checking when they can order the right part and finish the repair, they refuse to come back again saying they cannot get the right part and don't want to spend anymore time. I am very disappointed that they started the work and did not finish it and gave up leaving the customer with the broken appliance without the courtesy of even a call back and proper response.

Fixed the rotation problem, explained exactly what was needed in an easy-to-understand way, came late Friday afternoon so we did not have to do without the dryer over a weekend. I'd use their services again without question.

My cooktop has not been repaired. After Mr. Appliance came to service the cooktop they determine it could not be repair, nor did they have the parts to repair it. In my kitchen, the Mr. Appliance serviceman emailed his analysis to his office from his IPad however it took a month for Mr. Appliance's office to send this information to AHS. AHS offered to re-build the parts to repair the cooktop and that Mr. Appliance had to come back to my house to remove the parts and then send to AHS to rebuild. It took two more weeks to get a callback from Mr. Appliance (now I'm a month in from Mr. Appliance first and only visit to my home) and that was after several calls to American Home Shield asking for their help to expedite the service call. Bottom line we decided not to pursue the request from either Mr. Appliance or American Home Shield. It seems Mr. Appliance is to busy to do any callbacks or extend any courtesy to customers and American Home Shield employees are not empowered to do anything else but put you on hold and call service companies on your behalf. I wasted numerous hours on the phone trying to get Mr. Appliance to call me back and AHS to take accountability.

Back in mid July 2013, I decided to finally hire someone to fix a cooktop burner that wasn't working correctly. So I contacted Mr. Appliance of Central MA. They scheduled a date to send someone over (Wed. July 24th at noon) to look at it and sent someone out on that date and time. So far so good. The person asked me a few questions that could have been asked and answered over the phone, took $100 for the service call and told me that he would go back and get the part ordered. He said that they would get back to me by Monday or Tuesday of the next week. When Monday rolled around. No call. Tuesday.. no call. I?m very busy and the stove top works all except the one burner so I didn?t worry too much. I figured they were having trouble finding the part and expected they would call and let me know. On Sept. 9th, after 47 DAYS of complete silence from Mr. Appliance, I decided to call them back to find out what is going on. They said they looked into it and could not figure out which part was needed. Note: Even before I contacted Mr. Appliance, I too searched for the part and was confused because the PDF part manual that I found did not list the part for the specific burner. If it had, I probably would have simply ordered it myself. So it appears that they just gave up on doing anything about it and never felt it necessary to let me know. At this point I started to become a bit concerned. I asked to get someone else on the line. Then I was talking to ?John?. He seemed to be much more helpful and understanding at first. He said that he would understand if I wanted my money back. I told him that I just want to get the burner fixed. He said that he would look into it and get back to me. He did get back to me and said that he ordered a part. I praised John on the phone as he was resurrecting my opinion of Mr. Appliance. On Th. Sept. 12th while attempting to use the cooktop, it blew a fuse. When I reset the fuse something blew in the power unit for the entire cooktop. Now the entire cooktop is no longer working. So the part for the single burner is no longer an issue? now we need to get the thing working. So I call back Mr. Appliance. When I explain the new issue to the person on the phone, and they just don?t get it. They simply keep saying that the original part is on order and they can?t do anything until it comes in. I re-explain that the entire cooktop is broken now and that I would like to get that fixed. No help. So I asked for John again. John was out .. call back later. So I wait 3 hours and call back yet again. I get John and he says that the part is going to be in on Friday. (1 day) and they will try to get someone out to look at it. Friday comes. No call. Saturday. No call. Sunday, Monday, Tue. ? no call. Now it is the second Friday - September 20th still no call. It?s been 58 days since I gave Mr. Appliance $100. So I call them back. Again. I ask for John. The person said they would get him for me. They put me on hold then a few seconds later the line is dropped. So I immediately call back and ask for John. The new person says that John is out checking on parts and will call me back soon. So I leave my number. That was almost 2 hours ago. After 3 hours .. no call. So I called back. John is out. I explained the problem to the nice person on the phone. She said that it was not her department so she couldn't help me. At this time I requested to have my initial $100 refunded. She said she would do that and let the owner know. On Tuesday, 9/24 I called Mr. Appliance back and asked for John. She said she would get the message to him and he would call back. I need to get the stove top working again (so my wife doesn't kill me) so I called a competing appliance repair company : Leominster Appliance to have them come out to look at the stove top. They sent someone out within the hour who completely fixed the stove top in about 45 minutes and was gone before lunch! I received no call back from Mr. Appliance the entire day. On Wednesday 9/25, I called them back and asked for John. The person on the phone said John would call right back. This time he did call back. He said that he would submit the request for the refund to the owner. Again, John was very nice on the phone and was understanding. I?ll update this post if / when Mr. Appliance makes good on the promise to refund the money.

I was hesitant at first to use "Mr. Appliance" because their name made me think of chains such as Roto-Rooter that will hire just about anyone and charge you the same price regardless if it's a new hire or sometime with years of experience..but when I called Percy's (where I bought the fridge) to inquire about warranty service, they stated that they no longer had in-house repairmen, but that essentially the same people were working for Mr.Appliance, who they now use for warranty work. It was true, the gentleman I spoke with at Mr.Appliance had worked for Percy's for 20 years, and was friendly and knowledgeable. Turns out my warranty didn't cover power surges (advice to all..put your fridge on a surge protector just like you would your computer or any other electronic device!), but they ordered the part for me (approx $125, included in total cost) and had it delivered and installed within the week. I can't recall their exact labor pricing, but I remember thinking it was reasonable for the time they spent at my house..they even pulled out my broken dishwasher and took a look at the wiring and waived the $50 diagnostic fee (just got that replaced, now, on to the roof :) The two men who did the work were friendly, punctual, and worked well as a team. They were obviously professionals who knew what they were doing. Haven't had a problem since, and my fridge just survived another big surge thanks to the surge protector I installed at the workmen's urging!

the otjher provider was very good - professional, cleart and concise and explained what he would do in detail. unfortunatly, the provider was not abkle top help with the repair, the unit needed to be replaced.

It was worth to fix than get a new one. Mr. Appliance of Central MA responded quickly and had an operator after hours that was available to take the call. I thought that was a very nice touch. They were available the next day. I was very pleased with everything.

When they finally called me back they had the wrong information! I wish they would just return my calls and schedule me efficiently.

everything went well from the time I called to have my washing machine repaired until they came out to fix it.

Mr. Appliance came to fix noise in washer.... spent time diagnosing

I would not ever ever have them come back again. The representative didn't find the problem which was a simple solution, found a complicated solution and then was not treating my tenant very nicely. He was just out of line. He said that I had to take the case that was around the washing machine or dryer down so that he could remove it from the top which was justifiable thing but he didn't check what the settings were where or the fact that my tenant hadn't ever emptied the dryer went and that was caused the problem, so it was sort of like check first to see if the machine is plugged-in that sort of thing but he didn't. He's just inappropriate with her. I chased him out of the house but he didn't charge me. His diagnostic work sucks. I just didn't get along with him. He came right out with the schedule.

I came into the office this morning and noticed that there was a big wet stain underneath the washing machine. It appeared the water was coming from under the machine. I have a residential cleaning company and we use the machines to clean the soilded rags. We are dead in the water without a washing machine. Laundromat is option but not convenient. I called a local appliance repair and got voicemail, This was urgent and I wasn't waiting for "someone" to call me back. I googled appliance repair and came up to Mr. Appliance. it said on the website that they always answer their phones and can even provide same day service. Well what did I have to loose other than a trip to the laundromat. Lo and behold someone did answer and they were able to fit me in today. I am a happy woman. I have 10 bags of dirty rags to clean but at least it is fixed and in a timely manner! The tech that came out was very professional, neat in appearance and over all pleasant. I would definitely use this company again as they are top notch in customer service. Being in the customer service business I appreciate other businesses that strive for the same standards I do. Namely always always answer your phone!