My ice maker wasn't working so I called MARS. The technician informed me after his diagnosis that my control board was bad. He also stated it was considered a "high risk" repair and that once the control board was installed I would own it at a cost of $375 even if it didn't fix my problem. Since the board had to be ordered we scheduled repair later in the week. I was suspicious of his diagnosis so I called MARS again and they offered to send a second tech out. While waiting I found a You Tube video about ice makers not working and the video told me to check the wiring under the door ( kick plate area) on my side by side as the wires sometimes get pinched and break. So I did and found a broken red wire. The second tech showed up and I let him perform a diagnosis of the problem and again I was told it was a bad control board $375 for repair. I then pointed out the broken wire, he offers to splice it back together and guess what??? The ice maker works !!! I am extremely disappointed in the troubleshooting skills of both techs and to think my repair was a wire splice that costs about .10 cents not a $375 control board without a warranty!! I cannot and would not suggest anyone using this company! read more

After waiting 2 weeks for an appointment the tech sent couldn't do the repair. He spent most of 1.5 hours on the phone asking others how to fix the problem. I finally asked him how was it going? He rudely responded I'm on the phone. Then stormed past me almost hitting me and left a 3' deep scratch in a freshly painted wall. I called his office and the best they offered was an appointment 1.5 weeks later with the same tech and his supervisor to train him. I did swear softly one word, he managed to hear it and then told his office I cursed him up and down.Lies! My wife tried reasoning with the phone person to no avail. They hung up with no resolution to the wall or the state he left the washer in! The final thing they said was basically go elsewhere. Then they wouldn't answer our calls. The worst service and competence I've experienced in my life and I'm old. read more

I contacted Mars to service a microwave and was quoted a service call fee of $104 to send 2 techs out. They removed the front cover and told me the transformer was bad and it would take 3 to 4 weeks to get the part at $103 and a 2nd service charge of $104 to install. I ordered, received and installed a new transformer in less than a week and discovered the transformer wasn't faulty. The capacitor and diode were bad at a cost of $20. I politely requested a refund from Mars due to my having spent $103 to replace a transformer that wasn't faulty. They were unwilling to make any adjustment in the fee they had charged. While they were at my home I asked them to look at the ice maker in my refrigerator. They diagnosed it as having a faulty wire in the door and that I would need to purchase a new door, which wasn't available. We're talking about replacing a wire that is possibly 3 feet long. I guess I'll have to make this repair myself as well. It's hard to find a repairman these days that can actually "REPAIR" something. read more

Mars Appliance Company has cheated my mother-in-law. Her experience with them began January 21, 2019 when she called to request repair service for a Maytag refrigerator that was having an issue with temperature control. Her first service call was January 21, 2019 where a technician, Eric, assessed the problem and ordered a part he recommended would fix the issue. Installation of the new part was completed three days later. The same problem occurred again within the next 24 hours. The technician returned to attempt the same repair with a new part a second time. The same problem continued. The company then told her that all they could do is put the original part taken out of the refrigerator back in and then leave her with a malfunctioning refrigerator. The company was not able to repair her appliance - but still took her money. This issue continued from January 21, 2019 - March 15, 2019. She left many messages that were ignored. In the back and forth with service calls, parts ordering and unsuccessful repairs, she lost an entire refrigerator and freezer's worth of food (approximately $200), and paid Mars Appliance Company $290.46 for parts and services that did not resolve ANY problem. I believe Mars Appliance Company should have returned all of the money she paid them in good faith for repairs. She contacted the company with a letter to the owner, David Osborne, March 21, 2019 to request a discussion about resolving this with her fairly. As of May 1, 2019 she still has received no response of any kind. These people have taken advantage of an elderly woman on a very tight fixed income...I find that despicable and do not recommend anyone use this company's service. read more

I used MARS some time back to replace the main bearing in a dryer. I had the dryer worked on before by a different outfit here in town and they came out, picked it up and had it for a week before bringing it back. I was expecting something similar, so was pleasantly surprised when I found out that MARS will fix your appliance on the spot without hauling it all over creation! The gentleman that came out to my house was very professional and performed the work quickly. In no time at all, my dryer was back on its feet and working perfectly again. I don't think they are the cheapest around, but considering how fast the work was done and it was done in my home, I think it was well worth it and a great value! read more

Absolutely horrible. Worst customer service I have ever experienced. Would not help finding part, basically told me to leave the store.

Technician started with a working dryer. Disabled MY working dryer without telling me he disabled it. He told me he would be be back the following Tuesday, leaving me with a non-working dryer. I called Mars and they refused to send him back to restore my dryer to a working status. I finally figured it all out and returned it to working status. Horrible experience. Will not allow them back in my house. Would not provide a written invoice or receipt. How unprofessional do you have to be to work here. read more

Horrible! Ran my dryer to demonstrate running dryer the noise it was making. Tech looked it over and told me he had to order a part. He did not tell me he had disabled the dryer. After he left, I found dryer parts in the dryer drum. I called Mars and they refused to return my dryer to running order. I had to disassemble and reassemble the dryer myself. I regret calling these bums. Use anyone other than these thieves! read more

DO NOT WASTE YOUR TIME OR MONEY!!! 11/26/19 Update: This place does not have a storefront and can only be reached by phone, so that explains why they are able to get away with watching the caller ID and not answering your calls. Again, they cannot be found at 910 Ridgley Rd, Ste I, in Murfreesboro. To sum it all up, I called MARS to diagnose my Samsung Washer and GE Refrigerator. Eric was the technician and brought the trainee, Mason. Mason attempted to diagnose my washer without placing it in service mode. After it was put into service mode, it was rumbling as if it was out of balance. Eric then stated it was the bearings and for the cost of parts and labor, I should buy a new washer. As for my fridge, Eric stated the compressor was bad and the unit was unable to be repaired, so I needed a new refrigerator. Not feeling good about the bad news and paying $93 for a bunch of talking, I decided to get a second opinion. By doing so, the issue with the washer was a sock stuck in the drain and the refrigerator doors only needed to be adjusted because they were not even. I called MARS, spoke with Sue and Kasey and sent an email to both requesting a refund. Sue suggested having the technician to call and apologize, but Kasey apologized and said they received several complaints on Eric in the past few weeks. Sue later asked for documentation from my second opinion so she could call the company of the technicians that correctly diagnosed the problems and compare notes. I then supplied the invoices from both companies and Sue blew me off another week, stating she will discuss my concerns in her Thursday Technical Meeting. As of today, I have not received a refund or a simple yes or no in regards to my refund request. I called today and spoke with Kasey and she quickly hung the phone up in my face and will not answer the business phone, because she is watching the caller ID. Again, they are unprofessional and do not properly diagnose your issues. Save a little money and time and call someone else. I would give them ZERO stars if I could. read more

DO NOT HIRE THIS COMPANY! I have had nothing but problems since calling MARS to repair my refrigerator last month. They came out a total of 3 times, all of which I had to take time off work for, to replace what they said was a faulty fan in the freezer. This was after their $90 diagnostic test determined what the issue was. 2-3 days after the "repair," the refrigerator started making the same noises it was making before they worked on it. I called them back to let them know what was happening. It took them 3 weeks to come back to my house. For 3 weeks I couldn't keep food in my refrigerator or freezer. When they finally came back I was told the part they replaced was not the issue, it was a different fan in another part of the appliance. They refused to adjust pricing or offer any help to offset the unneeded "repair" originally made. This is when I realized they had no clue what was actually causing the problem. I won't call anyone out by name, but it is apparent the repair tech sent to my house was incompetent. Either that, or he was intentionally replacing parts that did not need to be replaced in order to charge more. I wouldn't recommend this company to change a light bulb, much less repair a machine I rely on each day. read more

I have had NOTHING but problems since calling MARS up for repair my dryer, approximately 5 months ago. They came out once, did what I "thought" might be the problem, despite the fact that they charged me a "diagnostic" fee - which did not fix the problem. Shocker, as I'm not a dryer repairman! So they come out again and replace the motor - charged me $127.50 for a $43.56 part. Well, it has not sounded right upon first turning it on since they left, but I thought, "Hey, they just put in a new motor -- maybe it sounds different than the old one!" (meaning the grinding when I first turn it on!) Well, today, 2 months after this "repair" and new motor, the grinding cannot be ignored as it continues for 5-10 seconds upon start-up! RUN, don't walk, away from MARS repair. The 2 (cause 2 just isn't incompetent enough) techs to avoid in particular are Daniel and Austin. read more

On time, professional and fast. The technician who came over knew exactly what was wrong after opening the broken appliance ( Samsung dryer) and had the part with him to fix it. I asked him how many of this particular Samsung dryer he has fixed and he said just he alone in the company has fixed over 50 of that particular model. He knew what he was doing and showed me the malfunctioning part. You can't ask anything more from an appliance repair company. read more

I called MARS to repair my garbage Disposal. The repairman was on time and professional. He charged me $59.95 for the Service fee, banged on the disposal a couple of times that must have dislodged whatever was there, and then charged me an additional $60.00 fee. I paid $120.00 for nothing to be taken apart or replaced and 5 minutes work time. read more

Today I was told "fuck you, bitch" by the gal who answered the phone at MARS repair. What fabulous customer service! I had them out 3 months ago for a very minor leak from the washer that was determined to be the bleach dispenser. I received the written estimate and told them I'd call when I was ready to do the repair, becasue money was tight with the holidays and it was more than I was expecting to have to pay. They gave me a written repair estimate, I paid my diagnostic/trip fee and sent them on their way. Today I called to set up the repair and was told I'd have to start from scratch and pay another $60 diagnostic/trip fee before they would schedule a repair. She said "they would have told you" the estimate was only good for 30-days, but guess what - they DID NOT! NOR was that noted on the written estimate for repair. I pointed out what a scam that was, and was told "fuck you bitch" and hung up on. Tried to call back to speak to a manager and she kept letting the call go to voicemail. If you want to be abused or taken advantage of, give MARS Appliance repair a call. If you expect to be treated like a human being, go elsewhere. read more

We moved to Murfreesboro in December and shortly after had the first problem with our 12 year old Fisher and Paykel washer . Eric , the technician , came out promptly and diagnosed the problem . He was courteous, knowledgeable, and very professional .This was on a Tuesday. The part had to be ordered and was supposed to be in the following Monday . This seemed reasonable for a brand not made in the USA. On Friday a female called and said the part would not be in .We were told they "were checking on it and will call back by the end of the day ". Now it becomes interesting. We heard nothing that day or Monday . Becoming desperate ( now 9 days with no washer) my husband called and was told that they didn't know why it hadn't come . My husband asked if the part could be ordered from another supplier and was told no . This continued until the next Friday ( 2 weeks ) when I called and was told they didn't know what was wrong . At that point I asked the receptionist if she could again look into it . She said the mail came in at 12:30 and she would call me ASAP with info .In the meantime I was so upset with their total lack of customer service I called our small appliance company in Ooltewah(Woodlee Appliance ) where we bought the washer and they not only had the part but talked to me for a long time ; they had our original invoice from 2005 and even offered to mail the part to me . Unbelievable service ! We heard back at 1:30 that Mars COULD order the part from another supplier but by then we told them no thanks . I drove to Ooltewah and picked up the part where Woodlee Appliance treated me with courtesy and respect . Never once did anyone at Mars apologize , act concerned , or seem to care that we were practically begging for help . My husband and I are in our 60's and have been married 43 years . We have bought a lot of items and had many repairs done on appliances , homes , cars , etc . Never have I ever seen worse customer service in any consumer area than Mars . I am 63 and this is the first negative review I have ever written . read more

Doesnt know how to speak to customers! The older guy who claimed to be the owner was very rude, arrogant & undermining. Wanted to argue about the repair. The only thing he did right was show up on time, which earns them the 1 star instead of 0 stars... I will NEVER call them again! read more

SAVE YOUR MONEY!! PISS POOR SERVICE. I had an appointment window of 11 a.m. to 1 p.m. they called me at 9 while I was at work to say they had been to my house and had me scheduled from 9 to 11am. complete confusion on their part. The girl who identified herself on the phone as the manager,Casey, is completely incompetent at best!! then refused to complete the service because of their incompetence and poor scheduling. If this is their business approach over the phone and scheduling I would hate to see what their repair work is like. I asked her to have the owner call me she let me know the owners wouldn't call back but she will call them and talk to him about the situation. She called me back a couple of minutes later saying she spoke to owner about this. there's no way she talked to the owner that quick. She was doing damage control the cover herself and her job and not alert the owners of the situation. What business owner wouldn't call a customer to correct the situation? Spend your money elsewhere. read more

i called MARS on Wednesday because my dryer was making a squeaking noise. Eric came out that day, and without turning a screw, quickly diagnosed the issue 'by sound' only. When I challenged him on this 'sound' only diagnosis, his cockly response was 'I have been doing this for years', and 'I have a keen ear'. His keen ear told him I needed $259.64 in parts and labor to fix my issue. I gave him the ok to order the parts since his is a subject matter expert, and I am not. The parts arrived and Eric returned on Friday 4/7/17 and installed the new parts. What a shock, but when he FINALLY opened the back of the dryer he found yet more issues (I guess his keen ear failed him). Final bill to me when he left $281.59. On Saturday 4/8, and $281.59 later the dryer was making the exact same noise as it was on 4/5 when I initially called MARS. I called MARS early Monday 4/10/17 to express my displeasure and to again ask them to return and check out the issue that still exists. Eric arrived and disassembled the dryer again, and guess what? he found another part that needed to be replaced. Again, that keen ear of his failed again. The dryer has been workign fine and noise free since his last visit. The only part that i needed was he part he installed on 4/10. The $281.59 in parts and labor were not needed. If Eric had done a true diagnosis (which cost me $65.80), he would have found this then. I have contacted MARS several times on this issue. I am only asking for them to reimburse me for the parts they replaced that was not needed. To date, MARS has refused since i authorized Eric to order the parts. Sure I did, he's the SME and said those would fix the issue and those did not. In summary, do not use this company. As you can see they are not reasonable in dealing with customers or customer issues. read more

They came out four months ago to repair my dryer. A screw was loose on a baffle. The guy was great and only charged me for the trip call as it was such a simple fix to screw the screw in place. Same issue four months later and they want to charge me the trip charge plus $70.00 to tighten the same screw. So $130.00 to tighten a baffle screw. No thanks MARS. Terribly disappointed to have to pay a service fee four months later for the same repair and it's still not fixed. read more

MARS has been a fantastic service for us, historically. However, in the last 6 months, the service has REALLY REALLY gone downhill. The person answering the phones is confused, disorganized, and defensive. I'd suggest the owners find additional help for the front desk service. We had a service appointment in December, and MARS never followed up and can't find any record of the transaction. Their excuse was that they've changed locations, moved to computerized records, no longer work with the technician, email service isn't functioning, website isn't functioning, and/or have no expertise on the appliance I'm trying to service. In other words, excuse after excuse for poor customer service. This would've NEVER happened a year ago. Again, I love you guys and the service you provide, but you've hit a rough spot in customer service and need to address it, quickly. read more

Great technicians, but the overall company left something to be desired. More focused on moving on to the next person than talking to the one who needs help. read more

Horrible, horrible, horrible. Do not use MARS. I am waiting to see if they will "make things right" but after a few discussions today... I don't have high hopes. I wanted them to clean out my coils but was told - very rudely - nothing was wrong with my fridge and only needed cleaning when my "yoder loop" made the wall between the fridge and freezer hot. I asked how they knew the coils weren't caked with crud without looking and they said, "Ma'am, I just told you... the yoder loop would make the wall hot." SO RUDE. The TWO techs sent me my house never bent over and checked. The invoice said they did though. Go figure!! read more

called Mars on 8/12 asking for a tech to come to my Great Clips store to repair Our washer. They have been out 3 times, washer still inoperable. Called on 8/12/13 for a tech to repair my washer, I was told the tech would be there on 8/15/13. The tech stated the washer's hair filter was clogged he cleaned it and stated it was working properly and left. That night we started a load of towels. When the spin cycle started it sprayed water everywhere out of the hair filter because it was not closed correctly. This damaged the dry wall behind the washer. I never asked for the drywall to be repaired, nor did Sue offer or say she was sorry. I called Mars on the am on 8/16 they sent the same tech out on 8/16 he wrapped black electrical tape on the hair filter, and said he would order a new hair filter for the back of the washer. He stated he would be back to replace as soon as he received the part. The washer was working but temporarily. On 8/19 the tech came back and installed the new hair filter, stated he ran it through a cycle and it was draining properly and asked my stylist to sign off on his work. She signed off believing what he said to be true. That night I received a call my stylist explained the washer still wasn't draining. So I called Mars again on 8/20 in the am. I spoke with one of the owners Sue. She stated it would be Thursday the 22 or Friday the 23rd before they could get a tech back out to my shop. I explained this had been an ongoing problem and we were a hair salon could they not do any better than that it would be almost 2 weeks without a washer and we have to have clean towels it is very important. Sue became very unprofessional raising her voice stating they were in the process of hiring more techs. That was the best she could do. I told her we would no longer use Mars for our repair needs and I was going to contact the BBB. She became really angry at this point yelling at me to the point I told her never mind I would call another repair company out that wanted my business and would treat me with respect and be professional to me.I guess the owners need a lesson in customer service, she behaved horribly because she stated I threatened her, by stating I was going to take my business elsewhere. I explained this was my right to choose who I used and didn't use. I told her to have a good day and hung up on her. Sue then proceeded to call my Great Clips store and yell at my staff about the situation telling them it was their fault, that they shouldn't have signed off on the invoice if the washer had not been repaired. They explained her tech had told them he ran it through a full cycle and it worked properly, and they believed him. They were cutting our client's hair and didn't go check until they started towels later in the day. Sue was so angry and verbally abusive to my staff and this was completely unnecessary. My stylist who spoke with her ended up crying and hung up on Sue. Anyone who has the thought of using these people need to think twice because they have no customer service skills nor can their techs repair a washer. They have been out 3 times and my washer still was not operating properly. I called another company out they came out the same day and had our washer working in no time. They could not believe the story we told them about Mars, but said they had heard quite a few clients complaining on Mars customer service issues. read more