I would like to commend the owner, Antonio, and his entire staff for the exceptional service provided during a difficult situation. 18 months ago I bought a home and purchased the entire LG suite of appliances for the kitchen and laundry. The refrigerator stopped working and it was not until I tried to schedule a service repair that I learned of the class-action lawsuit against LG. I called multiple appliance repair companies. Everyone said No as soon as they heard it was an LG. LG had lost the suit and was responsible for replacing the linear compressors but due to a fundamental flaw in the design, they can not be fixed. If they are able to get them working, the units fail again within a short period of time. What you thought was going to last for 15 or 20 years lasts only a few. When I called the LG customer service number it went to a fast busy. Mr. Appliance was the only company to assist. I spoke with Janie over the phone multiple times. She was very professional, returning calls promptly and keeping me up to date. They sent Ron to my home that day. He was honest and forthcoming regarding my options. LG would send a replacement compressor in 5 business days, I would be responsible for the installation labor costs. There was a high probability of the replacement unit failing and having to repeat the process, in addition to the time and cost involved or purchase a new refrigerator. Horrible options, horrible situation. I decided to have LG send the replacement compressor. The owner, Antonio was able to get through to LG and dealt with them on my behalf, keeping me informed. It took longer than 5 business days for LG to send the replacement. The repair was scheduled for the next business day upon receiving the part. Raymond, the technician assigned was beyond wonderful. Due to Covid19, I was working from home and witnessed firsthand what can only be described as a heroic effort. The replacement sent by LG did not work and the LG engineers could not figure out the problem. The solution from LG was to send a 2nd replacement unit. I had already been without a refrigerator for two weeks. I was forced to go to the store daily for both dry and regular ice in an attempt to salvage food purchased ironically for the shelter in place order. The cost spent on ice now far exceeded the repair bill and the refrigerator was still not fixed. I spoke with the owner Antonio and explained my situation. I had no faith in LG as they had failed miserably in every aspect. I could not continue to wait for the repair, I would just buy a new refrigerator. Antonio understood and promptly refunded the labor cost. I want to thank everyone at Mr. Appliance for their unwavering commitment to their customers. I want to acknowledge Antonio for his hours spent on the phone with LG in addition to the monetary loss of labor hours. I know this must have been a very difficult decision as a business owner. Adversity does not build character, it reveals it. It is easy to be charming when things are wonderful. I want to thank Antonio for his personal integrity, professionalism and work ethic. For anyone needing repair service, this is the company to select.
I was pleasantly surprised with the quick response when I called. I was immediately greeted on the phone and a technician was dispatched to my house and was there within an hour. Once he arrived he was clean, well groomed, extremely professional and knowledgeable. He didn’t try to sell us things we didn’t need. I will CERTAINLY call Mr. Appliance for all future repairs.