Mr. Appliance of The Tri-Cities

Worse experience in have ever had with a company

Beware of this company!!! Do not trust them with any of your appliances! They are untrained and are not accountable! Mr. Appliance was sent to my home by my extended warranty company to fix my Jenn Air oven. Dustin arrived and when he looked at my double ovens there was a code given on the oven and to contact 1-800 Jenn Air. He ignored this and instead within 2 minutes self diagnosed it as a $516 control panel. He ordered it and returned in week to install it. He arrived and attempted to replace the control panel and while reinstalling the oven he broke a piece in the frame where the door was held in and the bottom door was no longer able to attached to the oven. He then laid in my kitchen floor on his tablet looking for a part to fix it. He used such force that you could hear the loud pop of him breaking it and in turned hurt his finger. The light continues to stay on and therefore the breaker has to be turned on and off bc of him breaking the door off. He left my house after 2 hours of laying on my floor and trying to find the above part and he took the metal piece with him. I called on Monday to try and get some answers and I could not even get in touch with the owner. His name would not be given out... like it is some type of secret! His name is Anthony Arroyo! I spoke to the headquarters in TX and they do not care about the franchisee does as long as they pay their franchise fees. So my oven was still not fixed after paying $516 for a control panel that wasn’t the issue and I am also out a broken lower oven door. I called another appliance company out of Bristol who was recommended to me by Jenn Air and the technician actually was trained and knew immediately how to run diagnostic on the oven and figured out it was a cooling fan. Which was approximately around $400 to fix it. He attempted to look at the broken door and called Whirlpool which is owns Jenn Air and the part Dustin broke was part of the frame of the door and CANNOT be fixed. So now my oven has to be completely replaced with a new one because of the negligence of Mr. Appliance. They are not willing to do anything to make this right or to be accountable for what their UNTRAINED technicians did to my $5k Jenn Air double ovens. I am pursuing legal action against them. They also kept my part they broke off of the frame of my oven after I called wanting it back. They lied and said I would have it that day by 3pm. It didn’t happen! Do not get them to fix anything. They do not know how and will break your appliances and charge you for countless parts because they aren’t trained to work on high end appliances.

Had Mr. Applience come to my house and work on refrigerator, claimed I need one part after another. After over $880+ in repairs and parts was told nothing more they can do. New compressor, evaporator, and dryer. Had another company come look at it, pulled panel off back and showed me that everything was unhooked. Tested the compressor and it’s bad. Called MR. Appliance to see if they could warranty compressor that they just put in. They said they will not because I had someone else look at it. Mind you all he did is show me the unhooked products and and tested the new compressor. Most unprofessional company I haven’t felt with. Will never deal with them again.

UNETHICAL. DO NOT DO BUSINESS WITH MR APPLIANCE. They do not in any way have your satisfaction in mind. Mr. Appliance of Tri-Cities technicians will find a way to AVOID GIVING YOU A WARRANTIED REPAIR even when your appliance fails for the same reason and part within the one-year deadline. They will find a way to disqualify any warranty so they can charge you full price. In our case, the same part they fixed 10 months ago failed. The tech arrived and somehow MISDIAGNOSED the problem finding an apparent different issue than the warranty part and so ordered a different non-warrantied part. On top of that, the wrong non-warrantied part was shipped causing a week-long delay. They reordered the correct non-warranty part and we waited more than a week for "expedited shipping". When the tech finally came to the house, he realized he actually DID need to order the WARRANTY part which he he had misdiagnosed from the beginning. AFTER WEEKS of dealing with this, they arrive to install the correct warranty part and the tech spent 2 HOURS trying to slam the part into place. In the end, the technician decides the issue was caused by damage from an unknown object- which he neither could find, ,show us, or prove existed, and furthermore could not see any damage to the screen protecting the internal components from this so-called damage. Impossible! Therefore, they DISQUALIFIED THE WARRANTY as "not a manufacturers defect but damage". Manager's response by phone when we tried to reason with her: "I've already told you we are not going to warranty the part. I'm not going to do anything about this." DO NOT HIRE THIS REPAIR COMPANY in Gray, Tennessee. You will PAY and at their discretion. They will not work with you, and they will not try to make you- the customer- happy. They don't care. They will tell you what you want to hear to your face while in your home, then do everything they can to make you pay as much as they can. Once they bill you, you will never see that money again - no matter what the situation. WE WILL NEVER USE MR. APPLIANCE AGAIN for any reason.

If I could give this company a negative star I would. Spoke to the office manager regarding an issue that was coming up on warranty and I was given an less than adequate excuse for them refusing to guarantee the warranty. I have given them thousands of dollars over the year they have serviced my home appliances, and each time I have had to dish out more cash since there was always something "new" that was wrong. Not today! They have lost this customer over a less than $200 part and I would not recommend them to anyone who appreciates good customer service. Unfortunately, the tech was amazing...the office leadership...not so much! When I spoke of writing a letter to corporate, the office manager said they were a franchise...basically, we answer to no one. So unfortunate!!!

What a JOKE!!! Sandy from Mr. Appliance came out to diagnose and fix a leaking washing machine. She determined it was the hot water inlet valve and the part was ordered. A couple of days later she returned with a helper and they replaced the part. 2 loads of laundry later the washing machine is pouring water into the floor again. I call them and explain the issue is not fixed, they send Sandy back out. Sandy NOW finds that the cold water inlet valve is leaking!! Strange coincidence right? After paying $235 for the hot water valve, they now want an additional $235 for the cold water valve. I explain that those valves are under pressure and spray water everywhere giving the illusion of leaks elsewhere, that valve was more than likely the main culprit the whole time. I decline the new $235 charge, but guess what, yup they got the $108 service fee fo coming out and telling me I have to spend more money. So in the end I am out $343 and I still have a leaking washer.

Repairman was excellent. Fridge needed repair to eliminate drain from freezing and replaced a on/off switch on the stove.