Mr. Appliance of Central MA

If I could give this company a 0 rating, I would. This company is terrible. They have been to my house twice and over the course of 2 months, have failed to fix my refrigerator freezer. They ordered the wrong part and broke my refrigerator light bulb when they were taking the freezer apart. (It is yet to be replaced because they haven’t been back with the right part). The promised me that they would be back in a couple days because ordering the wrong part was «their» error. Well, it has been 2 weeks and… nothing. I wish there was a way out, but they already have my money.

I called Electrolux for a warranty repair and they contracted through Mr. Appliance. I called on a Saturday and, after they called Mr. Appliance, they said they first appointment was Tuesday which I accepted. I got a call Monday morning saying they aren’t sure what happened, but they wouldn’t have anyone in my area on Tuesday, but could reschedule for Wednesday… again which I said was fine. I was told I would get an email the night before giving me a 2 hour window… the email never came. I called Wednesday morning to confirm that I still had an appointment to which they said «I have internal notes that say the appointment was rescheduled for Friday.» (No one ever reached out to me) I understand that miscommunication happens, but get it together guys.

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.

If I could give –stars I would I found the franchise owner-​manager incompetent and Krause they came to my home to fix washer that was on warranty from Electrolux they found it needed several parts and said they ordered on iPad at my home then almost 4 weeks later they hadn’t ordered parts and kept saying they were waiting for approval from Electrolux meanwhile Electrolux said them sending them was all the approval needed FINALLY Electrolux mailed the parts next day air and sent a different company but this is after waiting 7 weeks total because they postponed there first appointment due to 3 inches of snow so it took 3 weeks for them to come out for the first appointment and gen they wasted 4 more weeks blowing smoke
DO NOT USE MR. APPLIANCE OF CENTRAL MASS‼‼‼

So terrible I wish I could leave negative stars. They do not answer the phone nor do they call back within 24 hours when you leave a voicemail. I had a work order sent to them from Lowes after my refrigerator door broke. I sent photos of the broken piece to save them a trip to my place so that they could check with Fridgidaire whether it was covered under warranty (the fridge is only 6 months old). They told me they’d know within 48 hours. Nearly two weeks and 3 voicemails without a callback later, I’m giving up and going elsewhere. This company is a complete disaster.

The worst do not call them the technician was nice but the owner/​manager is incompetent he could not handle ordering parts finally after almost a month of waiting for the parts to be ordered I called another company and my washer was fixed in

Wish I could press no stars. Over promise and under deliver. Customer service is awful-​you can never talk to a person live only sometimes thru email-​if they actually respond which is highly unlikely. Leaves the customer in the dark never knowing when and if they will actually ever show up. Promise a date and does not show up or respond to email. Awful, awful! Stay away!

Total rip off… terrible customer service. Had to send tech three times and still not satisfied with their work. Replaced the bearings and belt and only half of the felt around the drum… who does half …
Second tech who sounded like he knew what he was talking about the motor needing replaced after yet another half –ss job done.
Oh yeah and we’re over 3 hrs late…
Trying to figure out how to make it right… and recupe some of our money and have a working dryer…
DON’T USE THESE G U YS. INCOMPETENT

You should avoid Mr. Appliance! Similar to other experiences, we had an appointment with Mr. Appliance and stayed home from work for their window…8am — 5pm. Seriously, that was the time window we were given. Of course, after waiting around all day for them we called and (after waiting on hold, getting disconnected and then waiting on hold again) spoke to a gentleman there. He said he couldn’t find our appointment (even though we had an authorization number). He then said maybe he could fit us in next week. Of course, I decided against going through that whole process again so I politely declined. Find someone else.

Do NOT do business with this company. They tell you they will arrive within a certain window of time and then don’t show up. When you call to ask what happened, they tell you that you never had an appointment to begin with. They promise and they lie. I have been «on hold» for over an hour more than once and then get disconnected. I have stayed home for four separate days to await their «repair» but they never fail to disappoint. I was so outraged by their empty promises that I asked for the manager: Ryan is a sweet talking liar. He told me I never had an appointment to begin with; then I spoke to Darlene who said, «that’s funny because your scheduled appointment is right in front of me.» There is no customer service, just a pack of lies.

Worst service company ever! The ice maker on my Liebherr refrigerator broke, and Liebherr agreed to fix it for free. They send the work order and parts to Mr. Appliance (their choice, not mine). After a few days, 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, 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 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 that 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 ordered a hot water heater through Lowe’s, and the installers at Mr. Appliance came on time and realized that Lowe’s had not sent someone out to measure beforehand. They called Lowe’s right away and arranged to swap out the heater for one that would fit. This was Lowe’s mistake, but Mr. Appliance addressed the problem and managed to get us the proper water heater within several hours. I was very impressed by their professionalism and for the extra effort they spent at fixing a problem that wasn’t their own. Thank you!

Subcontractor for Lowes
Paid extra to have a gas line moved to install a range. Moved it one inch and installed the range so it was still two inches away from the wall. Now can’t open my dish washer door unless the range door is open.
Paid for a permit for the gas line work but they never filed it, just pocketed my $ 35.
Trashed my house with muddy shoes.
The discount you get at a big box store ends up not being worth it with poor installers.

If I had the option to not give any stars, I would. Terrible customer service. They flat out lie. First were at my home 10÷2÷14 for service to which they determined my appliance was a fire hazard and would need to be repaired or replaced, which had to authorized by warranty company. Ok, makes sense. Tech told us by Monday would have an answer. Called Mr. Appliance and was told tech should not have told us that, as they had to wait 7 – 10 business days to hear from warranty company and they would call me. Waited. Called. Waited some more. As of 11÷6÷14 had not heard back from Mr. Appliance or warranty company. They lied again and said Ryan called and left a message (which he did not) that my parts were in. I made another appointment for 11÷13÷14. Tech comes out, takes my dryer apart (which is still apart) and says he needs an additional part to the ones already ordered and stated he would «come back any day we choose» so he agrees to first thing Monday morning 11÷17÷14 (so today). By 10am, we call and shock! No record of any appointment. Amazing. Another day off from work after they lied about calling then lied about having the parts. Wouldn’t you have ordered every part you needed on the original ¹⁰⁄₂ service date?
Then, on top of that, Darlene says they can’t order the part because it’s not authorized. Huh??? Makes no sense. This was already pre-​authorized! They were already out with authorized parts but suddenly it’s not authorized anymore? Just a company full of liars. I used to think Ryan was really helpful, but he is just as bad as Darlene. I asked if they can at least send someone to put the dryer back together properly, since I’ve already taken the whole day off from work and they flat out say no. They claim to be coming back this Thursday with all the correct parts… yeah, I won’t hold my breath. Beware.

This was 100% the worst customer service experience I’ve ever had.
In June I called this company for a client– her ice machine was not working. They sent a rep out, the rep was over an hour late for the window of time they were expected– did not apologize for the inconvenience. Also, there was no «doormat» as they promise on the hold message to keep floors clean of outside debris. Took apart the unit and said that he needed to order parts, and they’d call me when they came in.
2^nd week of July I call, the parts came in and someone was scheduled to come out. This person, too was over an hour late– but did apologize. Then he tells me that the first person ordered the wrong parts (then makes a comment about how that first person had been fired and this was one of the many reasons). He took some pictures with his phone and told me the parts would be in the next week.
THIRD week of August I call again, the OWNER tells me that the parts will be in the following Monday. I call, and call, and call, and call… until the 2^nd week of September. My client had been charged for labor. She had not received any parts, and no work had been done. I threatened to call the BBB, I wanted answers for my client. I was embarrassed and felt terrible. This is not how I treat my clients, and was mortified that this was how we were treated.
It’s now the first week of October. We had called another company, they came out a week ago and fixed the issue 100% within 30 minutes– no need to order parts, or take pictures.
Buyer beware. This company is very shifty & conveniently has an answering service so that they can field their calls.

When I read the previous reviews, I thought. nobody can be that bad… guess what? They are that bad. They were sent here to finish a simple appliance installation by American Home Shield. The techs arrived at my house, looked at the job, and told me that the new cooktop would not fit. Then they left after telling me they would contact AHS and call me back. I never heard back Mr Appliance again. After a week I called and spoke with Darlene who told me it sounded like the techs «just wanted to leave early because it was Friday», and that she would pass my story on to her boss who would certainly contact me. Well, it’s been over a week, and no one from Mr Appliance has cared enough to call. Just a bad experience. I recommend avoiding this outfit if possible.
P. S. I hired a local handyman who installed the cooktop in less than 15 minutes with no difficulty at all.

Not sure why they have a negative rating. We had a broken Samsung washer. I called, they came out next day. Repair was $ 125.00. Technician was really nice.

This is the most un-​organized repair company I have ever worked with. They set up two separate days to perform repairs, they called the first time to reschedule, the second time they did not call– just did not show. I was told multiple excuses: no parts, need a second person to do the job. I came across loud and clear that they did not want to do the repair. It takes days for them to call back and I am still waiting for service and an appointment. The manufacturer already gave them a PO for the parts and service, just cannot get their act together to call and set up a repair, never mid actualy do the repair. Not sure how they stay in business.

Mr. Appliance would make a terrific husband, if you want someone unreliable who won’t follow through with the repairs. Four business days after they visited they still haven’t ordered parts. American Home Shield Warranty sent them to me, and I requested a different company.

Empty promises. Calls not returned.
I’ve been waiting a month for a washing machine part. While this may be outside their control, their management of the situation has been poor.
I call. I’m told I’ll get a call back with more info or an expected delivery date, but the calls don’t come. Poor service. Fail. Avoid these guys.