Mr. Appliance of Austin

The young man had to come out 4 times over a several week period, at least one extra time because he didn't have the correct part in his truck and apparently forgot to check?? He obviously didn't have much experience, as he called GE for help every time. They first replaced the >$500 circuit board on the 3rd trip but it didn't fix the problems. To their credit, they did refund my money for that. They then replaced a valve and re-positioned the drain hose (something the GE factory man said today was totally unnecessary), neither of which fixed the problem! I used Angies List again, and the more experienced repairman I contacted told me he did not work on GE Front-loaders as they were a different breed. He told me to call GE. The GE man said that none of what Mr. Appliance did addressed the problem and he will be back next week with another part for a total of $~350.00!!

They are very nice, helpful and honest. I was very impressed with them, they keep their word, they are responsive and arrived on time. They even called beforehand to tell me when the tech was on his way and who I should be expecting at my home.

There was no charge. He just told me to throw the refrigerator and get a new one because it wasn't worth fixing it. He looked at something and told me that if he fixed it, it wouldn't guarantee that something else wouldn't break. Since the refrigerator was already 10 years old, it probably wouldn't be worth fixing it. Sometimes he is busy and it is hard to get an appointment. But because I trust his work, I would be okay with a little inconvenience in order to get him to come to look at whatever I have.

They are a large franchise. I am not sure that I would refer them. I had to have them come out three times and they were late. I would not use them again.

The repairman did not show up to the scheduled appointment to fix a broken appliance - it turns out he was running late but no notification was sent to me to inform of his tardiness. After calling the office, I was informed that he would be out later that day. He never showed up. The appointment was rescheduled for the next day (a Saturday for in the early am) and I was to receive an email Friday night to confirm the appointment for Saturday. I never received an email and at this juncture was through with the company and didn't even bother to call and question. That Saturday morning I was awoken a phone call from the repairman. I told him to forget it since they had never confirmed the appointment and I was not about to drive an hour (I'm a PM for the house with the broken appliance) to meet him for an appointment that was never confirmed. Very unprofessional and a huge waste of my time.

It was a good experience. I was impressed that the repair man came with Ipad and utilized it to get the part for my dishwasher to get it repaired.

Stove: He said he could put in a new "motherboard" for $700+ We paid the service charge for his visit, and wound up buying a new stove. Dishwasher: He fixed it, and it's been working well ever since.

Office contact was courteous and professional. Set an appointment for quick response. Technician arrived on time (called ahead), and was professional and efficient. The charge seemed reasonable.

They did a fine job overall. They fixed it promptly and the first time around.

Could not believe how fast they located the problem and fixed it.

Called Mr. Appliance when our refridgerator went out because of a power surge. They came out the next day, roughly 24 hours later. Was able to diagnose and repair part quickly and efficiently. Suggested we put our refridgerator on a surge protector, we had bad luck as the power surge hit as the compressor kicked on. No problems, no complaints about service.. Would use them again. We were referred by Mother in law, who had positive experience with them in the past.

They have come out three times to fix the problem. Mr Appliance has charged me a lot of money for parts but the machine is still broken. The first service call cost $374. I paid more for the parts then what a new machine would cost me. I feel like they were trying to rip me off.

Had to call the repair person back several times. They will only send the service man who couldnt fix the issue back. Ultimately my husband researched online how to fix the issue and repaired it himself. Washing machine was the issue. The rubber seal on the front loader was torn and needed to be replaced. He didnt install it correctly had him come out and still didnt, it leaked. Then my husband did some research and got it installed correctly.

My washer flooded out the garage and with laundry stacking up, i called Mr A. They were out the next day, identified the problem (water pump) and had the part on the van to get the job done right then. Very pleasant as always! Thank you Mr Appliance!

Checked dishwasher,Motor out.

He identified the problems, obtained the necessary parts, repaired the appliance and advised on maintenance I can do to delay future problems.

It was fine and routine. I didn't have any problems. It was under warranty so I didn't have to pay anything.

This is ongoing, so I'll post more later as the results show themselves. Needless to say, I won't be using Mr. Appliance again. UPDATED AUGUST 2, 2012: This is a follow up to the review I wrote last night about the pathetic customer service I received from Mr. Appliance in Austin. The Service Representative who first visited me last week, Chance, arrived on his way home today to replace the fridge fan (under warranty) and the thermal sensors. He charged me for the parts but not for labor, and was very apologetic for the delays caused by his illness. I was very impressed with Chance’s professional and desire to make sure we were sorted. The same cannot be said about Brandon or the rest of Mr. Appliance. I never heard from their Service Manager (who was supposed to call me yesterday with an update), and do not expect to. He has shown no desire to make sure the customer was taken care, and see no reason why he would suddenly decide to now. This is my last dealing with Mr. Appliance. This company has proven to me through their actions to care not a whit about their customers. The only bright light that I’ve seen with their service on this case is the stellar performance of Chance. I would suggest many in this company that I’ve dealt with in recent days could learn a few things about customer service from him.

They did a great job. I would definitely use them again if needed.

The repair vist started out okay. The "service manager" and his trainee came to replace the compressor on my refrigerator. The problem had been diagnosed a week earlier by one of the other technicians and we had been awaiting the arrival of the replacement part. The service manager talked, and talked, and talked - mostly to the trainee. They pulled out the unit and he explains to the trainee that he wants to start from scratch and make sure that the compressor is the problem. He recommends that as the appropriate way to handle such situations. After crawling around, he exclaims that the problem isn't the compressor, it is simply a faulty switch. He will repair the switch and not install the compressor.He then puts a thermometer in the unit to measure the temp. At this point, he calls the technician who did the diagnosis and lets him know in a particularly snarky way that he messed up and didn't do his job properly. By the time he finished with the call, and then finished sharing it over again with his trainee, he checked the thermometer and said that since the temp had dropped from 72 to 68, obviously he had fixed the problem and he didn't need to replace the compressor. They then put the unit back in place. I mentioned that I had first noticed the lack of cooling when I went to use the water in the door. He stopped, looked at me and asked if I actually used the water feature. I said yes and he asked me to get a glass and test it because he might have turned it off or pinched the line. Sure enough - no water, warm or cold. The two of them then pulled out the unit again and discovered that yes, he had turned off the water. That was fixed and he puts the unit back once more - sure was glad at the time that I had mentioned actually wanting to use the features of my refrigerator! And what an oversight from the perfect "service manager" who had so enjoyed pinting out the deficiencies in a colleague. But I assumed that all was now well. He gave me his cell phone number - no company card or other information - and we agreed that I would call him if it didn't get cooler. About 3 hours later, I called. The unit had not gotten any cooler and I asked how long it should take. He told me to wait another hour or two and check again. At 4:30 I called again to say that the unit was no colder than it had been when he left. He said that it was too late for him to do anything about it. I yelled at him and said I wanted him ti return and do the job he was supposed to have done. He told me that he would try, would give me a call, and that he would also set an appointment for me for the next morning - Saturday - in case he couldn't get back that day. When I hadn't heard from him by 6 pm, I called his number again - no answer. I never heard from him again - ever. I again called his number the next morning and got voicemail. Then I located the phone number for the company through a web search - he never gave me a business card or shared anything but his own cell number with me. I called the company to ask about when they would be coming to install the compressor. The woman who answered said that no appointment had been made for me and that they were totally booked that day. I explained everything that I had been told by the "service manager" and she simply said that there was nothing she could do but make an appointment for me for Monday morning. I told her that I was very unhappy, but since they were in possession of the compressor I so obviously needed, I had no choice but to agree on Monday. I also said that I really wanted someone other than the "service manager" to do the job. She agreed to make that note on the file. I was very frustrated at the situation - my compressor and repair being held hostage by an incompetent, unresponsive, not-customer-focused "service manager". Monday morning I called the company again to determine when they are coming. The woman who answered this time says that no one has made an appointment for me for that day. She has the notes on the job and from my Saturday phone call, but no appointment was set up. I explain the insanity of the situation to this point and then I simply beg for service. She promises that someone will be at my house before noon and that they will call 30 minutes before arriving. At 12:15 I call the company again because no one has arrived. At this point, she says that because the "service manager" has decided that I am "abusive," (his word) he refuses to do the work. (Nice way to avoid ever admitting you made a mistake or totally blew a repair job.) If I hadn't called this last time, I assume I would have been sitting there all day waiting to hear from them. I have been getting appliances repaired by service companies for over 40 years and I have NEVER had an experience that even comes close to this disaster. I would strongly urge anyone considering this company to avoid them completely. Perhaps the trainee, who seemed quite nice, will find a better place to work.

FRUSTRATED AND DISAPPOINTED I made the appointment on Tuesday to have someone at my house on Saturday, my one day off. They gave me the standard 8-12 time slot but promised to call 30 minutes ahead of arrival. I needed to get the dryer fixed in order to do the mountains of laundry and send three kids off to camp on Sunday. At 11:55 the dispatcher called to say that the technician assigned to me went home sick. There was no other technician able to help. I find it hard to believe that if the technician "did one job then went home sick," as I was told, that 11:55 was the earliest someone could call me. I now have to pack all the laundry into my car and find a laundramat. NOT how I wanted to spend my Saturday.

We called Mr. Appliance to fix our freezer that was not freezing properly. The tech told us the cost would be $884.00 which was much more than it would cost to buy a new freezer with more features. It still cost us $89.00, just for him to spend 15 minutes at our home and give me that estimate. Also, the $10 coupon did not apply. We thought that was an expensive service call, especially when no repairs were done. What a waste! We then went to Lowes and bought the same size, same brand, and with more features freezer for $566.00. I love Lowes!

We just moved into a home with a 1994 large commercial refrigerator that was not freezing properly. We called Mr. Appliance and they responded quickly. The repair person determined the approximate problem, but it required a specialist to repair. The specialist came out the next week, found the problem, provided an estimate, and ordered parts. He returned two days later and completed the repairs. This was a very expensive repair, but the cost of replacing the refrigerator with a similar one would have cost more than $8500 so we thought the repair cost was reasonable. The overall experience was positive and we will call Mr. Appliance if we need repairs on other major appliances.

Overall, I thought they did a professional job and would use them again.

The service guy was professional and answered my questions. He was nice and on time. I will just never know if the over $500 estimate was a price gouge or not because after getting a service call bill for $89.00 it made me think. Most companies charge around $50.00 for a service call and nobody told me it would be that high. It did catch me off guard. I asked him about it and he really didn't have anything to say about it. I just wouldn't use them again because I guess I feel I don't trust the company now. I wouldn't recommend them if you are looking for a good price, but if you want someone professional and on time no matter what the cost, then okay they were good to use.