Mr. Appliance of Burlington and Camden

Review: Hello, I'm writing this email to file a complaint regarding the service I've received from the Mr Appliance of Burlington in [redacted] ,NJ. The service is BY FAR THE WORST I've ever experienced. On July 2nd a technician came to assess the problem with my dishwasher and he told me he has to order a part for it. That was 26 days ago! They still have not received the part (a part I could of ordered myself online and had in 3 days) and cannot tell me when they'll expect it in. I've called numerous times to speak with a manager/owner and every time I'm told there isn't one there and they'll leave a note and call me back by the end of the day, which they never do. I'm not the only dissatisfied costumer, [redacted] rates this location 1.1 stars and there are a ton of poor reviews.Desired Settlement: This repair is delaying the settlement for the sale of my house. I want the appliance fixed. Period.

Review: On 12/31/2015 a repair man came to my home due to refrigerator issues. He estimated two parts would be needed to make the necessary repairs. I gave him a deposit check of $289.19 which was 2/3 of the total estimate. He claimed that their merchant services were not functioning properly and therefore he could not take a debit or credit card. Numerous calls to their office over a one month period got nothing but differing excuses and delays. I finally hired someone else who informed me that one of the parts that Mr. Appliance claimed I needed was in fact functioning properly. I Called repeatedly to Mr. Appliance asking for the owner and for a full refund. I finally received a check in the mail. I brought the check to the bank that the check was written on only to be told that there was insufficient funds and I needed to return check to the originator. I have since called to inform them that I wish to make an appointment with the owner to collect a cash refund. There has been no return phone call.Desired Settlement: I would like a full refund of the deposit amount of $289.19.

Review: My fridge stopped cooling.

I had a technician from Mr. Appliance come to my house 10/21/15 and diagnose the problem as a bad heater in the freezer part of the unit.

He told me the part would need to be ordered, and that it would arrive Friday, and he could come back Friday and fix the fridge. He also manually defrosted the freezer so as not to have all the food spoil.

The fridge was not running when he left. He said it was because he had to disconnect the parts inside, and that since he reconnected them, it should come back on within 30 minutes.

The next morning, 10/22/15, it was still not running. I called the store. They said they would text the technician and have him call me. I waited all day. No phone calls.

10/23, I called again. I was told they would call the technician and have him call me.

5 hours later, I had not received a call.

I called the store again. I asked for a manager and was told no one was there to help me. I left a message for the owner of the store, Tammy.

The customer service person on the phone said that even though it was Friday afternoon, they didn't have my part. I was told it wouldn't be in until Monday.

Monday afternoon I called THEM to find out about the part.

At this point, I've lost $280.00 worth of food in a fridge that is not working, because the technician couldn't be bothered to follow up on his work.

The owner has not called me back in 6 days, and all I've been offered to rectify this situation is a 'possible discount'.

Not only have I lost $280.00 worth of food, but I've had to eat take out for over a week, which has cost me over $160 for a family of 3.

If he had done his job correctly, everything would've still been frozen in the freezer and at least halfway cold in the fridge.

Absolutely dissatisfied, fed up, angry and shocked that any business can run this way.Desired Settlement: I want my fridge fixed.

I want a refund on what I've paid thus far ($170.00).

I want the store to replace the money for the food I lost ($280.00) and the game-out food I've had to buy since ($160), all because of their negligent store employees.

Business

Response:

Please see the response below from the business. Customer called us with what we call a "no cool". Meaning their refrigerator is not working. Customer was advised by the technician not to store food in the unit for at least a week. We do not re-em burst for food loss, or in their case "pay for them to eat out. " Customer signed off and for the inconvenience we knocked off the balance for the customer. Customer still had a remaining balance of over $100.00 that was taken off their bill as a courtesy. NO further monies to be returned to the customer.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Surprise, surprise. Lies.1. My fridge was still semi-cooling when your technician arrived. By the next morning, everything was starting to get to a point of going bad. Thus the multiple phone calls Thursday and Friday.2. Your technician told me he 'manually defrosted' the unit SO THAT I WOULD NOT LOSE THE FOOD I ALREADY HAD. He also said it would kick back on in 15-30 minutes, thereby saving whatever I still had, which "should keep long enough for me to return with the part on Friday" ... which would've been TWO DAYS, not a week.3. you have NOT given a credit of over $100. your credit thus far has been $60-$65.4. Thanks for giving a $60 credit on a $230.00 part I NEVER NEEDED TO BEGIN WITH.

Regards,

Deanna Kosh