Complaints

• Initial Complaint

  05/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I called in January to have a service call done on 2 appliances was told the service call would be 89.00 for the 1st appliance 49.00 for the 2nd appliance if I went through with either of the repairs the service call prices would be waived for that appliance Was told the dishwasher just needed to have the relay reset which tech did in 5 minutes but said eventually I’ll need the motherboard replaced I asked how much that was and he quoted me almost 700.00 I told him I was not interested in that as I have already repaired the dishwasher 2x and I’m not paying for it again when I can buy brand new for under 1000.00 tech then told me I needed a whole new ice machine in my fridge asked again how much quoted the same price almost 700 because it was the first issue with the fridge I agreed to have it done he was in and out of my house in 30 minutes first bill was $785.96 which included a deposit for the part for my fridge told me it would be 2-3 weeks and he would be back to install new part fast forward 3 weeks he came today and replaced the motor on my ice machine todays bill was an additional $445.48 when he was leaving he told me to wait 20 minutes to start putting food back in my fridge. I started to put food in the fridge and decided to open the ice maker to see what was done and I noticed he had broke my ice machine bucket I called the company right away to lodge a complaint and they said I had to prove it was them that broke it. I explained I did not have a issue paying for parts so had that piece been broken before I would of told the service tech to order the part and put a new one in when he came back with the motor 2nd if there was not to be any service call fees because he fixed said dishwasher by resetting a button and I agreed to fix the fridge how exactly does my bill add up to 1231.44

• Initial Complaint

  25/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On Monday, Jan 22nd 2024. I requested a technician from this organization to come out to look at a broken dishwasher. My request was that I need the technician to come in the morning AS I clearly informed them that no one will be available past 1pm. I was provided with a timeslot of 9am -1pm and was assured that he would be there around 9am. "That I would be the first client of the day". When the technician did not show up by 11am I called to follow up and complained about the timing. I was then sent a message that the technician is on route. I called again to follow up on the exact time of arrival as now I am nervous about the time constraint. I was told to hold while the customer rep called the technician to confirm the timing, I was hung up on instead. After another hour went by and the technician was still not there. I called again to follow up on his status. At this point, I was hung up on again. When I called back again to cancel and reiterate that no one will be available past his scheduled window time of 9am -1pm, my calls were ignored or picked up and then hung up on. As such, Today when I received their invoice for a service that was not rendered, I immediately called to complain. I was informed that they were charging me anyways because the technician "eventually" did finally show up. To which I informed them that business do not work this way. That you can not just show up when its convent for you and when the customer is not available, then not provide your services and still think you can charge them. When I made the comment on how we have a contractual agreement for the technician to provide services within the hours of 9 am and 1 pm in which none were provided. I was told that oh well there is nothing they can do about the invoice. Then they proceed to hang up on me again. When I had my husband call, they picked up and were conveniently professional until they realized that we are connected and proceeded to hang up on him as well. A formal written complaint was sent to the organization that invoice will not be paid due to lack of services rendered and inappropriate business behavior's.

• Initial Complaint

  12/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I received an invoice from Appliance Repair Experts for a service they never performed - a clogged dishwasher drain hose. I called them and left my info so they could return call and set up an appointment. I also called a second appliance repair service which had returned a call much sooner than Appliance Repair Experts. I chose the second option and the service was completed in good time. A couple of hours later, an APR technician calls to say he's on his way. I told him it wasn't necessary since someone had already completed the job. Naturally, the technician didn't come. Later on, again, Appliance Repair Experts makes a follow-up call to see how the service call went. I told APR that none of their technicians showed up and that another company had performed the task. A week later, I receive an invoice by email requesting payment be made. I called them 2x, received no answer(s). Then I replied to the email telling them that I will not py for a service that was never performed. Before I clicked 'SEND', APR calls and explained that a cancellation request is required no later than 3 hours before the scheduled appointment. I am not paying for a service that never occurred.

• Initial Complaint

  09/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Contacted company to repair gas oven, sent tech, paid $300+ deposit to order parts. Over a month passed by with no contact & could not reach a live person. Emails not responded to. Finally received call back to be told tech no longer works for them & cannot repair oven. Have instructed them to refund amount paid, not hopeful.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  we called Appliance repair experts to fix our oven. they claimed that they needed a part to fix it and would order it if we advanced them $480. We made this advance to them in June, 2023. They have never come back with the part. Their repair person, ******, has made many excuses over this time and broken many commitments to come with the part (my wife ******* has chased him with phone calls and text messages which he replies to sporadically). He has broken almost every commitment he has made. In last November he committed to refund our money. He included my wife ******* on a call with **** of the companies finance team. They both committed to refund our $480 and to e-transfer it to my wife's email and that it would be paid in the first week in December. They have never paid it. ****** continues to tell my wife that the money is on its way imminently over the last 2 weeks but it has not been paid. I had spoken to the manager there, ****, who committed to call me back later in the day back in early November and then he never called. They do not answer the phone in their office when I or my wife calls them. I have written them emails which they do not reply to.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Dec 27th a repair technician came to my parents house to assess a broken oven door. They said the replacement parts would cost $1879.00 plus the $360.00 labour charge. They were going to order the parts. The actually replacement parts are under $500.00 according to the oven manufacturer. After reaching out to the company numerous times it has become apparent that this company is a ***** *****. They have no intention of ordering parts and repairing my parents oven. They took the money in advance and will not return any calls. I called to request a refund and they stated a manager would call back and I never received a call. ***** ******* ***** *** *** ***** ****** **** **** **** ******* ** **** ******** * **** ** ***** **** **** *** ******* *** ******* ****** ********* ** *** ******* ********** 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On November 4th, 2023 I had a technician come out to diagnose my fridge - the freezer drawer was not working, He gave us options: it appears the control board is defective and/or the freezer gas has to be boosted. I opted to try the new board, which he replaced, at a cost of $400.00 (invoice number *****). It appeared to be working, but a few weeks later the same problem arose. At this time I called in a different company. Their verdict was the same: you need a new control board, may be gas later. I told them that the board had been replaced a month ago, to which he replied: this is not a new board, it is burned and the manufacturer's date on it is 2010 - this is still your old board! I bought the fridge in 2011, so that made sense. I called the company and was told to send in an email to: ******************************.ca and have not received a phone call or email back from them in three days, with two reminders that I need an answer and how they intend to solve this. *********** ** **** **** ** ** ******* ******* ** ***** *** ****** *** ******************************* 

• Initial Complaint

  11/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Called Appliance Repair Expert regarding leaking fridge in August, 2023. They sent a service person on August 22, 2023. My fridge is not old but when I received the quote, I asked if I should just replace the fridge. He said “No, it is a good fridge”. He then defrosted something frozen that he said was blocked due to ice. I paid $280.00. Invoice # *****. I wrote a great review as he seemed to know the issue and fixed it. So I thought. A month later my fridge started leaking again, just as it had before. I emailed the Customer Service Department with my concerns but never heard back from them. *** ** ******* I was unable to contact them again until Nov, 2023. I spoke with the Manager indicating that I did not feel I should pay the an assessment fee again and he agreed it would be a fee for servicing and parts only. I received an email indicating the service person would come between 2:00 and 6:00 on Nov 15, 2023. I waited until 7:30 and called the company again. They called the Service Person who called me back and said he was sorry but he hadn’t checked his phone messages but could come Nov 16 th, 2023. He said it was a thermostat issue that had to be replaced and he did that. When I told him the Manager said no Assessment Fee he said they “always charge an assessment fee that goes toward the final cost”. I was charged $388.64. He assured me that this was the issue and it was resolved. Involve #*****. The fridge started leaking in the same place as it was originally, so I called Customer Service on Dec. 5th and asked to speak to the Manager. I explained the situation and he told me he would send the second service person back, and he would call me with a time and date. It is Dec. 8th and I have heard nothing. I called Customer Service and every time I call, I get cut off without being able to speak to a person or leave a message. The price to replace my fridge today is $1100.00. I have paid $668.64.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We called concerning an appliance repair and an appt. Was made. We called back within 2-3 minutes to cancel ****** didn’t get a good feeling about their business practices. We were then billed on e-mail for an 89.$ fee for diagnostics and repair. We said ridiculous we won’t pay and but if not goes to collections!they said we wouldn’t have to pay if we sent in a good review? **** **** ** ******** ** **** ************ *** ********** ***** **** * ***** ********

• Initial Complaint

  28/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Appliance repair expert was supposed to repair my fridge. I paid $271, which included the "quote" and "repair" for my fridge. They did not repair my fridge, but instead just took my money, and never showed up to complete the job. My condenser in the freezer, is frozen solid, and I called them because I told them that my thermostat relay, or radiator on the back needed to be replaced. After speaking with them, they said this is absolutely something they could do, and would send somebody to repair the fridge. The person they sent checked it out, and said it would take time to get parts. This is the last I heard of them, that was November 11. Today as I file this, my fridge is still broken, and I can no longer get a hold of anybody at this company, it is like they just disappeared, or are ignoring my calls. I have no way to contact the actual repair man who came to my house, and now I am out the money, and they did not complete the work. *** ******* * ********* *** ***** ** ******** *** ** **** **** ** ********* ** ***** ********** ******* ******* **** **** *** ******** ***

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩