MrAppliance of the Delaware Valley

November 18, To Whom It May Concern, We received a call from this homeowner in early August of with reports that their [redacted] refrigerator was not working properlyMrAppliance sent a technician to her home to perform diagnostic testing on the appliance on 08/14/The technician found that the unit was not cooling and that the compressor had failedMrAppliance recommended replacement of the compressor and the homeowner accepted the repair cost.Parts were ordered on the homeowner's behalf and later installed on 8/31/When the technician left the unit was cooling properlyWe were contacted by the homeowner several weeks later that the unit was making unusual noisesMrAppliance and sent a technician out the following day and found that the copper lines were making a slight vibrationHe was able to correct this issue and left with a pleased customerA month later, the homeowner contacted us again to report that the unit was no longer coolingWe sent a technician out immediately and found that the new compressor had seizedWe were able to have this part replaced under warranty, and restored cooling capabilities to the appliance within several daysTwo weeks after this second compressor replacement, we received another call from the homeowner reporting that again, the unit was not coolingWe sent a technician out once more who made several adjustments in order to restore cooling capabilitiesdays later, the homeowner contacted our office to again report issues with the cooling capabilities of the appliancesAt this time, we have exhausted our resources on this applianceWe apologize for the dissatisfaction that the homeowner must be feeling and also apologize for the time that has been spent on the repairIt is not often that we find ourselves in a situation where we are unable to repair an appliance, and we truly regret the unpleasant experience that the homeowner has enduredWe have resolved the situation by refunding the customer a total of $for the repairs completed on the appliance in hopes that she will be able to put this money towards a new machinePlease don't hesitate to contact us with any additional questions or concerns in reference to this matterThank you, Trista C

November 18, 2015To Whom It May Concern,We received a call from this homeowner in early August of with reports that their [redacted] refrigerator was not working properlyMrAppliance sent a technician to her home to perform diagnostic testing on the appliance on 08/14/The technician found that the unit was not cooling and that the compressor had failedMrAppliance recommended replacement of the compressor and the homeowner accepted the repair cost.Parts were ordered on the homeowner's behalf and later installed on 8/31/When the technician left the unit was cooling properlyWe were contacted by the homeowner several weeks later that the unit was making unusual noisesMrAppliance and sent a technician out the following day and found that the copper lines were making a slight vibrationHe was able to correct this issue and left with a pleased customer.A month later, the homeowner contacted us again to report that the unit was no longer coolingWe sent a technician out immediately and found that the new compressor had seizedWe were able to have this part replaced under warranty, and restored cooling capabilities to the appliance within several days.Two weeks after this second compressor replacement, we received another call from the homeowner reporting that again, the unit was not coolingWe sent a technician out once more who made several adjustments in order to restore cooling capabilitiesdays later, the homeowner contacted our office to again report issues with the cooling capabilities of the appliancesAt this time, we have exhausted our resources on this appliance.We apologize for the dissatisfaction that the homeowner must be feeling and also apologize for the time that has been spent on the repairIt is not often that we find ourselves in a situation where we are unable to repair an appliance, and we truly regret the unpleasant experience that the homeowner has endured.We have resolved the situation by refunding the customer a total of $for the repairs completed on the appliance in hopes that she will be able to put this money towards a new machinePlease don't hesitate to contact us with any additional questions or concerns in reference to this matter.Thank you,Trista C

November 19, To Whom It May Concern,We were originally contacted by this customer on August 12, 2015, and made our first visit to the consumer's home on August 14, to diagnose issues with the DCS rangeMrAppliance quoted the repair cost as $525.34+taxWe received approval for the repair, anauthorization signature, and a deposit for the repair in the amount of $The parts arrived from the manufacturer on 9/1715, we contacted the homeowner, and scheduled a follappointment for 9/4/When the technician arrived to complete the repair, he noted that even with special equipment, the range was installed in a way that we could not remove it safety without the assistance of another technician as the flooring under the appliance was not fully finished.We explained to the homeowner that we would need assistance in the removal of the appliance, and were told that due to the fee for the second technician, that the customer would like to have her personal handyman come to help our technician remove the unitUnfortunately, this is a liability issue and we explained that we were notable to have her handyman assist in the removal of the applianceWhen the technician explained that we would not be able to assist her personal handyman with the removal of the appliance, he misunderstood the homeowner's response, because it was reported that due to the additional fee, she was no longer interested in proceeding with the repairBecause of this news, we returned the parts back to the manufacturer.On 9/22/the homeowner called once again to inquire on the status of their repair, It was at this time that we were told that they did not actually want to cancel the repair, and we received approval for the second technicianWe reordered the parts necessary for the repair and scheduled an appointment for 10/15/When the technician went out to install the previously diagnosed parts with the second technician, he found a large amount of frayed and burned wires within the appliance that were not previously seen on the first visitThe technician spent extensive time repairing the damage to the applianceIt was also found during this visit that one of the ignitors was so badly damaged that it could not be repaired and would need to be replacedThe consumer also noted that MrAppliance should have expedited shipping on the parts that were necessary for the repairUnfortunately, the parts were on backorder through the manufacturer for a short amount of time and the matter was not within our hands.A breakdown of parts and labor has been sent directly to this consumer, by their requestOn behalf of MrAppliance, I apologize for the time that the repair took to complete from start to finishI also apologize for the dissatisfaction that the homeowners feel towards MrAppliance and the service that they have received and hope that the consumers would allow for us to make it up to them in the future, should they need an appliance repair technician.Thank you, Trista C.Office Manager