Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept. **** (Friday about noon), I called this company to fix an add door error in my washing machine. I gave them the error codes and they said they'd call with an estimate before Monday. I didn't get a call, so called them back on the **** in the afternoon. They verbally quoted (if I remember correctly) $*** - $***. They called back to send a technician the **** (Wed). The tech arrived with a spare part that didn't work and said the office would call back the next day to rebook. He left my washing machine apart. When again I didn't get a call, I called them on the **** (Fri) and left a voice mail. On Monday, they called to say that they couldn't get the add-door part needed, but could get the full-door part for almost $***. I said I'd try to get someone else to fix it, but in the meantime, could the tech come back and put my machine back together. They said they'd call me back to book it. I called them to confirm that I wouldn't be charged, but they said there was a service call charge or problem determination. The tech came back Oct. *** to put my machine back together and charge me. In the end, my machine was down for almost * weeks (all except about an hour of it was waiting), has not been fixed, and they charged me for problem determination after I gave them the codes. I rearranged entire days to be available and waiting for their calls after I provided them with the info needed and they charged me. I was also leery of engaging another company when it was obviously apart and being worked on the last week.

  Business Response

  Date: 11/10/2024

  Dear *****,

  Thank you for sharing your experience and concerns regarding your repairs on this ******* washer. I hope to provide some information regarding our process and find a resolution that works for both of us. 

  Our company will always try to gather as much information as possible before heading out to the first appointment.  This allows our technician to have the necessary data to research the materials and technical information for your repair before we arrive. We try to provide estimates prior to scheduling an appointment to give the customer a chance to decide if it is economical for us to come out to investigate the problem. Keep in mind that the estimate may change depending on the technicians finding when he is there.  He will also try to order and bring out any parts or materials that may be required. 

  Here is a record of our communications with you: 

  Sept ***** ******* cx called and verified info. RH
  Sept ***** ****** cx called back with new info. Sent to ***. RH
  Sept ***** ******* cx called for an update and is aware we'll call back later today. RH
  Sept ***** ******* cx confirmed appt on M's Sept ** **-2. VH
  Sept ***** ******* called cx and reconfirmed appt. RH

  You called in on Friday September **, 2024 to request for a service appointment.  We typically respond to requests by the next business day.  Mondays tend to be our busiest day and I see we get back to you at *****.  I do apologize for the delay and we are working on improving our response times. 

  September **, 2024, our technician **** was dispatched to your home.  He diagnosed the issue and determined the washer needed a new door lock switch. He did bring that part out with him, however it was a faulty part and did not resolve the issue.  We order our parts either directly from the manufacturer or an authorized distribution center.  It was unfortunate that the part was faulty out of the box and he would advise the office to reorder another one. The machine would not function without a new part, so he asked if he could leave the bottom cover off until he could come back with a new part. He said the customer agreed. At this point we normally charge a service call fee of $****** + gst and the amount paid would go towards the total repair costs on the next visit. However, he did not charge you anything at this time. 

  September ***** ******* Office staff called to inform you that the door switch is on backorder with no *** and gave the option of replacing the door assembly $*** + gst. You decided not to go ahead with a door replacement and requested for our tech to come back to reassemble the machine. 

  Sept ***** (11:58) Customer confirmed appt on M's Oct * - will wait for our call to provide the timeslot.  Customer wondering if we'll still charging her. Advised we are charging for just coming out for diagnosis. VH

  Oct **** ****** called cx and reconfirmed appt. RH
  
  Oct **** technician returned to reassemble the machine.  Collected total: $******

  I understand our delay in communicating information to you has caused an inconvenience.  We apologize and will address office staff to help improve future communications. As a business we strive to continue grow and improve. 

  A service call fee was collected as our technician was in home and performed a diagnosis on your machine.  I have attached a screen shot of the part information from ******* (************.  As of today, October **, 2024 the part is still backordered.  The new ETA is October **, 2024.  Manufacturer parts availability is not within our control.  As a business we need to collect service call fees for time spend on your repair.  Unfortunately in this circumstance we are not able to resolve your issue, but we invested time into preparing for your appointment and performed proper testing.  

  I can offer to check again after October **, 2024 to see if the part is back in stock.  If the part becomes available I am more than happy to order it and arrange for our technician to return to complete the repair.  If the part is delayed again, I can provide you with a new *** from *******.  The service call fee collected will go towards your total repair costs. 

  I look forward to your response and can be reached at the office ************ or ***************************************************************************************************** 
  

  Regards,

  **** *****

  Office Manager 

   

  Customer Answer

  Date: 15/10/2024

   
  Complaint: ********
  
  I am rejecting this response because, if I may paraphrase, you're prepared to continue with substandard service and charge for it.  There is no quality control in place, even though you have been in business for years, and you would not have even apologized for this (in my opinion) ridiculous amount of time waiting, if I had not entered this complaint.  It seems like your response is "too bad".

  I don't understand how a company can keep operating with this lack of service.

  **** was the only one at this company who called when he said he would.  All other instances, I waited hours (if not days) to get a promised phone call, most after I called myself.  

  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 23/10/2024

  I value your feedback and understand your frustrations.  We do apologize for the delays in communication and will strive to improve our wait times.  

  Our service manager reached out on October **, 2024 to offer you a refund on your service call.  A cheque was mailed out to you for an amount of  $****** and should arrive in *** business days.  

  
  

  Customer Answer

  Date: 26/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******