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Mr. Appliance of Durham-Chapel Hill complaints

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3622 Lyckan Pkwy Suite 2003
Durham , NC 27707-2565 | Get Directions

(919) 626-3670

https://www.mrappliance.com/du...

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Total Amount in Dispute:
$126.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Mr. Appliance of Durham-Chapel Hill closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Mr. Appliance of Durham-Chapel Hill

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10/15/2023

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $126.00 Amount Settled: $0.00

Customer Complaint

9/11/2023

I had a horrible experience with Mr. Appliance of Durham-Chapel Hill. Here's what happened: I called and told the person making appointments that I had a problem with the cold water hose coming in to my refrigerator. They told me they could help and offered to send out a service technician the following morning. There is a 126.00 fee to come out and do the assessment which can be applied to the work. I paid this upfront. I cleared my calendar in the morning, which complicated not just this week, but also the next. They didn't show up when promised. Didn't call, text, etc. crickets So I sent an email to the address that originated the confirmation. They got back and said they could come that afternoon. The technician eventually showed up. He took a look at the hose and said I needed a Plummer. I got charged 126.00 for this. I asked for my money back and they refused. They were quite rude about it (the office, not the tech) I feel like they should have known what their technician could or couldn't do and that they shouldn't have sent him to do a job he couldn't do. They didn't take enough care up front and essentially sold me something they didn't have the ability to deliver. Resolution Sought Refund my money

Company Response

10/3/2023

Company's letter states: The customer was not pleased that our appliance repair technician was not able to fix her plumbing issue. We regret that the customer's expectations were not met. Our goal is 100% customer satisfaction. Unfortunately we are not able to diagnose the problem until we see and lay hands on the appliance. Our customers often misdiagnose issues so we do not offer quotes over the phone. We are an In-Home Appliance Repair Company & the customer was well aware of our minimum fee for the service call. They received emailed receipts for the payment, as well as a text message when the technician was traveling to her home. We do not waive the minimum fee for the service call. We did recommend a plumber to assist with her plumbing issue. Her refrigerator was working fine. The fee covers mileage, marketing, over head and tech pay for visiting the customer's home, at her request, to diagnose and service her refrigerator. We are happy to provide a coupon for a future appliance repair. She did threaten to complain if we did not waive the min fee.

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