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:30/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 April 7th Ron’s Appliances came to repair my dishwasher as they are ** *epair company. The repair its self went well, however ** *** *** *** ** *** ***** they drilled a nail through my island. I have a video supporting this ******* ** *** *** *** ** ****** **. Don the owner came over 1 day later asking us to get quotes ** *** **** **** **** ** ******. We got one quote for *****$ (without seeing it) $**** (from someone seeing it in person) Don has been extremely hard to deal with and I don’t know what else to do. We offered him a deal if he gave us $**** and no service fee with no success.

  Business Response

  Date: 13/05/2025

  May 13 2025
  My name is Dan ****** - Manager and Owner of Ron's Appliance Service Inc.
  Regarding the Complaint ******** brought forward by the client.
  * ******* **** ** ** *** ***** ***** ** * *** *********** in 19 years as Owner of Ron’s Appliance Service Inc.. With thousands of repairs done in a year’s time we take pride in our reputation. We are happy to assist clients when they need help. We take steps to do our very best for clients. We take complaints about our service seriously.
  
  
  Correspondence highlights:
  April 7 2025: Dishwasher service call completed as an authorized service provider for ** ************ Client has 10 year part coverage through the manufacturer. Client was not and has not been billed for the labour which was to be billed for the service – I have since agreed to this request by the client – nothing charged to them.
  April 9 2025: Client advised of damage to countertop. Correspondence followed by a visited the site right around 5 pm that day. Much happened on that short visit – conversation details omitted here for the sake of brevity. The visit began in a productive way. It was apparent to me that the left hand dishwasher mounting bracket screw had pierced the countertop from below. I mentioned to the client that this is not the screw supplied by the manufacturer for countertop mounting to which the client replied that they did not know, were not told of this, expressing that Ron’s Appliance Service is solely responsible. The visit progressed until it took a sudden turn and ended poorly. This is the point where I was no longer dealing with the husband and speaking now solely with the wife. At the meetings conclusion I encourage the client to provide a quote for the remedy. An apology for the hassle and the situation was issued during the meeting.
  April 16 the customer messaged details of two quotes. I replied thanking the client and advised I would need some time for review.
  April 22 the client messaged for follow up.
  April 23 the client messaged asking to expedite mentioning not wanting to add a third party. Mentioned security cameras recording the whole situation. I replied that I had hoped to have a response, that I had reached out to a local building supply store looking for a potential match for the countertop. I suspect that this store supplied the original countertop. Thanked client for their patience. Note that in the days that follow, that search was not conclusive and without access to the countertop I could not reasonably go further with that store.
  Saturday April 26 the client messaged “Please send a e-transfer of ****** And no fee for the service. This can be done and dealt with. No reviews will happen if you deal with this.
  April 29 I replied that I would reply after a mid day meeting on the matter. I took  meetings with my bookkeeping and my commercial insurance. 
  April 30 I reached out, arranged to speak, and had a phone call with the client. By this time the client had sent in their complaint to BBB. I reviewed their description. ****** *** ********** * ********* ** **** ** ******* *** ********** ** ** ***** **** ** **** ** **** ********* ** **** ***** *** ****** *** ****** ** ********** ** ***** ************ Regarding the countertop I offered a suggestion of a repair by the local ******** (******** had been consulted with pictures of the damage), the success of which I specified would be gauged by the client. I would pay for this  service regardless of the success. At this point I agreed also to waive the service fee for the dishwasher repair as a concession for the time put in by the client on the solution and on the suggested repair. At this point the client advised that they already knew about this repair option but felt it was too expensive. I was quoted a minimum of $***, potentially more for the service. I did not understand the clients take on this. The discussion ended with the client agreeing to discuss the suggestion with their husband. 
  May 1 the client messaged advised they did not want to try the suggested repair. Followed up with a request to proceed with the $***** + service fee, was willing to sign something as well.
  May 2 I replied hoping to have a phone call. I was unable to make the call after 4pm this day. 
  May 6: I set up a phone call and did speak with the client. I clarified the client’s decision to decline the countertop repair suggestion. At this point expressed regret and then I advised that I would have my commercial insurance reach out to them to handle the matter. I believe that the issue and client will be best served by the services of my commercial insurance company.
  
  
  Overview of the situation:
  During a routine dishwasher service, my technician accidentally damaged the kitchen island's arborite countertop. The issue occurred when reinstalling the dishwasher: a screw securing the left-hand mounting bracket pierced through the countertop from below, less than 12" from the left hand edge of the island. The screw had been removed during service and reinserted into the same hole.
  Notably, the screw used is longer than the manufacturer’s original, which was designed to avoid penetrating completely through standard countertops. It appears a previous installer used this longer screw as a shortcut instead of properly reinforcing the countertop over the dishwasher cavity. The correct installation should include a reinforcement strip to align the mounting brackets horizontally and prevent forward/backward movement of the dishwasher—critical for user safety.
  This shortcut created a risk of damage for future service technicians. When the longer screw was reinstalled during servicing, it caused the visible damage.
  I've explained the situation to both clients. The husband  has declined responsibility, saying he was unaware and indicating that we should be responsible for preventing this. The wife and I have had several discussions. I encouraged her to gather repair quotes, which she did. However, I'm concerned the quotes leave me exposed to potentially broader issues. We also discussed a repair option through ********, which I offered to pay for regardless of the effectiveness, but the client declined.
  The client has proposed a specific settlement amount more than once. My concern is ensuring the matter is formally resolved. It has now been nearly a month since the original visit. I’ve informed the client that I will involve my insurance provider to review the case.
  *** ********* ***** ******* **** *** **** ****** *** *** ***** ***** * ******* ******** *** ********** ** ****** *** ******* ***** ***** *** ****** ****** **** *******
  
  
  

  Customer Answer

  Date: 14/05/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have not heard from the insurance company. 
  
  
  
  Sincerely,
  
  
  
  Amber ************

   

  June 4, 2025: Consultation revealed that based on age and standard
  schedule this countertop had depreciated to zero value in the eyes of
  insurance. 
  With insurance being of no assistance and not wishing to
  leave the client feeling high and dry I reached to the client offering a
  choice of two possible solutions.
  I maintain that the damage to the countertop was not solely
  our responsibility due to improper original installation of the dishwasher.
  The Clients accepted my offer. To solidify the matter we
  signed a release of liability agreement. The matter is resolved.
  
  Kind regards,--
  Dan ******
  Manager
  Ron's Appliance Service Inc.