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:17/12/2024

  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.

  I had ********** experience with Express Repair Winnipeg. ***** ******** ********* *** ********** ********** *** *********** ******* ** *********.
  
  My fridge broke down in October 2024, and I contacted Express Repair after seeing their ad online. A repairman inspected my fridge and claimed it needed a $*** part, assuring me everything else was in working order. I paid upfront for the part.
  
  When the repairman returned to install it, he claimed to have “missed” another issue: a broken compressor, which would cost an additional $*****. I declined the repair, explaining I would not have ordered the part if I had known about the larger issue.
  
  When I asked for a refund on the part, they refused and demanded $*** in restocking and visit fees. Later, they sent me to a collection agency for $******, despite doing no valid repair work. The collection agency has been harassing me with frequent calls and threats to damage my credit rating.
  
  Upon further inspection with a friend, we found the issue was a disconnected wire on the compressor. After reconnecting the wire and cleaning the coils, the fridge worked perfectly. **** ****** ******* ********** **** *** **** *** **** **** ************* ************ ****** ***** **********.
  
  ***** *********** *** ******* ******** * ********** ********* ******* ********** ****** ** ***** ********** *** *********** *** **********  **** ****** ** ** ** providing false or incomplete diagnoses, charging inflated fees, refusing refunds, and using collection agencies to intimidate. When I disputed the charges with my credit card company, Express provided false information to misrepresent the events stating I changed my mind before the part arrived contradictory to their own invoice.
  
  * ******** ******* ****** ******* ***** ******* ******* ***** ********* *** *** **** ********* *** **** ********** **** ******** *** ****** *** ***** **** ******* ** *** ******

  Business Response

  Date: 07/01/2025

  Hello  Rahim,
  
  My name is Michelle, and I'm a Customer Service Manager at Express Repair.
  
  Please give us a call back at *************** I'm confident we can resolve your issue and ensure your satisfaction!

  Customer Answer

  Date: 16/01/2025

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

  They've solved nothing. ***** ******** *** ****** ** ******* ** ******* *** *** ********** ** **** the company and their collection agency is still calling me to demand a payment for no services rendered and has included further false charges to my bill. Michelle from their company has called multiple times despite being told not to in writing over and over again. They are now being sued by me for harassment. 

  
  
  Sincerely,
  
  
  
  Rahim *********

• Initial Complaint

  Date:11/09/2024

  Type:Billing 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.

  Called ** ********* ****** Monday September 9 at 11:30 to request an appointment to have a technician diagnose issue having with stove. They said they had and opening from 2 to 4 and the technician would call 20 minutes before arrival. I wasn't expecting an appointment so quickly and said ok. No email or contract was discussed. Just the rate would be $** plus tax. I had an emergency that came up unexpected. I called and canceled that appointment at 2 because I wasn't going to be home. I at this point has not received a phone called from technician. Receptionist was angry. Told me I had to give a 3 hour cancelation notice. I told her I was not informed of that at the time of booking and how would that even be possible when I booked it at 11:30 am. She said there was nothing she could do and I have to pay the $*** She hung up on me. I proceeding to get a phone call at 3:30 from the technician to say the he would be on his way. I informed him I had cancelled the appointment at 2 with the receptionist. He said ok, she didn't inform him. He cancelled the appointment and didn't come out. Next day Tuesday September 10 at 3:14 pm I got a call from the receptionist saying if I don't pay the $** it was going to collections. She then proceeded to send at 5:51 with a contract and a charge of $****** for the service call that wasn't preformed and $** for a collection fee. *** ******* ** *** **** ** ** *** *** ******* * ****** *** *** ****** * ****** ***********  I had full intentions of rescheduling, but not now. I feel like I don't have to pay for a service that wasn't completed. If there was a cancellation policy, that should have been told to me at time of booking or sent in a email. Not the next day after she tried calling me to pay for a service I did not receive.

  Business Response

  Date: 26/09/2024

  Hello  Mohamed,
  
  My name is Michel, and I'm a Customer Service Manager at Express Repair.
  
  Please give us a call back at *************** I'm confident we can resolve your issue and ensure your satisfaction!
  
  

  Business Response

  Date: 27/09/2024

  Dear Bryan, 
  Please accept my apologies; the message was intended for you, but I made a mistake with the customer's name.
  I would love to work together on a solution.
  Please give us a call back at *************** I'm confident we can resolve your issue and ensure your satisfaction!
  

  Thank you 

  Customer Answer

  Date: 02/10/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  the company that is asking me to call is not the company I had called. ******** ******* I called ** ********* ****** ** ************ *** **** *********************  I'm not sure who this company is.  I can only assume this company may running under multiple business names.  **** ***** ** ***** ** ** *** ** ***** **** * *****
  
  
  
  Sincerely,
  
  
  
  Bryan ********

• Initial Complaint

  Date:12/01/2024

  Type:Product 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.

  I called for the installation of a dishwasher and explained what we currently had set up, including the electrical junction box in the basement below the installation. The technician called my wife prior to the appointment, and was rude and short with her - I thought nothing of it at first. The technician showed up and immediately gave an attitude, even after I greeted them with a good morning. The technician then gets mad at me because they say the electrical isn't ready. I explained I was told it was okay. The tech was so rude it was almost to the point of aggressive, I had to tell them sternly to get out. I would have been fine fixing the electrical and having them come back, but the thought of having an aggressive, rude technician at my home is unacceptable. This was all explained to customer service when they called but we still got charged the $** *convenience" fee. I would have happily paid the ** up front to not go through the entire ordeal.

  Business Response

  Date: 17/01/2024

  Dear David,
  We deeply regret the inconvenience you faced during your recent service. We sincerely apologize for the communication issues and the behavior of our technician. Rest assured, we are taking immediate steps to address this matter internally to prevent any recurrence.
  Your case has been escalated to our customer relations manager, who will be in touch with you promptly to discuss the details and find a suitable resolution.
  We appreciate your understanding and the opportunity to make things right.

  Customer Answer

  Date: 25/01/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: nothing was done, no one has contacted me or supplied a refund
  
  
  
  Sincerely,
  
  
  
  David ********

  Business Response

  Date: 25/01/2024

  Dear David,
  My name is Michel, I tried to reach you by phone and left a voicemail.
  Please contact us at ************** so that we can resolve the matter.

  Best regards,
  Michel

• Initial Complaint

  Date:11/09/2023

  Type:Customer Service 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 July 25,2023 Express Repair Winnipeg sent a repair person to look at our fridge. He did a few tests and concluded it was the PCB to be replaced. They said it was a Whirlpool Factory part, yet they they didn't have part number, or Whirlpool name on the box or the invoice, never left the box, and charged us $***. for the part. Whirlpool Canada themselves stated there is no PCB for my model, only a Jazz Board, priced at $******* ******* LESS. Old part left behind at my request and states Jazz board on it. Express Repair site states 100% satisfaction, and Michelle said they charge what Whirlpool charges and asked for a quote from Whirlpool which I sent to her and have never heard back from her. **** ** *** *** ***** *** ********* ***** ******** ************** ** ***** *** *** *** ******* ** ***** ********* ******* The tech was great, but the company nor Michelle deliver what they advertise. I have called 15-20 times, sent numerous emails, all to be ignored. Asked for the legal department, they have none, just Michelle they said. Asked for the owners, nope, just Michelle. Asked for other management, nope, just Michelle. ** ** ** *** ******** ******** ***** ** **** ** ** *** ******* ********** *** ***** ******* *** ************* ****** ** ** ******* ** ******** ******** **** ** *** ******* ********** ** ***** **** **** ******* ****** *** *** ** ** * ******* *********** **** **** ******* ** ** **** **** ********* ** ***** ***** ********* **** ******* **** ****** ******* *** **** **** *** *********** ************* ****** *** *******. ************ ** *** **** *** ****** *** *** ******** ***** ****** ** **** ***** *** *** ************************************ ***** *********

  Business Response

  Date: 29/09/2023

  Hello,
  The client called us to fix his
  appliance.
  As we explain to the customer the
  terms of **$ fee per appliance for the checkup, the client agrees, and the
  appointment was set.
  
  Our appliance technician arrives on
  time to the location as he upfront explains to the client the costs, warranty,
  and the availability of the part.
  
  The appliance was fixed by our tech.
  The client paid for the service and signed the invoice.

  Customer Answer

  Date: 30/09/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Firstly, technician did not arrive on time, so that is incorrect as well. Of course I paid the bill, what choice did I have. I told my concern to the tech right away that it was an expensive price for the part needing to be replaced. They did not reply to BBB disputing the fact that they wrote wrong part on invoice thus generating an incorrect price as well. *** ******** ** *** **** ***** ******** ******* *** **** * ****** **** *** **** ** *** *** ******* **** *** ****** They have failed to prove this part is correct by not leaving a part number on the invoice, stating a part that doesn't exist on our fridge model (backed by Whirlpool themselves), not leaving the box it came in to indicate part number or even  a genuine Whirlpool part for that matter. Michelle asked for the invoice showing correct part and price which I provided without delay just to be ignored by many, many phone calls and emails. When finally Michelle did answer, she reneged on her story and offered a one hundred dollar credit on our account, ** ***** * ******** I don't trust your company at this point and why would I ever want to repeat this type ** ***** ********** Your 100% satisfaction is a FALSE statement as we are 0% satisfied. I even made them aware that the part given was not as bright as my old one and she replied, give it a week. Then after all those calls, over 35, she said it was too late for warranty on it. **** ******* ** ********* ** **** ***** ******** **** ***** **** ** ************ ** **** ** ******* ***** *** ***** ** ********* ** ***** ****** ** *** ** *** **. **** ** **** *** ******* ** **** ****** *** ********* ***** ******* *** ********* **** ******* ***** **** ******* *** **** **** **** * ***** ****** *** **** *** ****** ******* *** ***** *****************.what POOR SERVICE.
  
  
  
  Sincerely,
  
  
  
  Gerald ******

• Initial Complaint

  Date:01/05/2023

  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 April 3rd,2023, arranged to have a repairman from Express Reliance Repair come to diagnose an issue I was having with my ********* oven.Determined it required a new control panel (motherboard).Stated that if I agreed to purchase it immediately he could order the part right away. Had to pay for 1/2 the total cost (labor and price of part) now and would be billed the balance( 2nd 1/2) upon completion of the repair.Invoice specifically stated priority shipping as 1-3 days.He also mentioned that if I didn’t hear anything after 7 days,that I should call the customer service number to check arrival of part. After a week,called the customer service number and was basically told the part had not come in and they would call me when it did. Same answer after calling two weeks later.Mid April,sent an -email to the customer service address and received a response as non committal as the phone calls.Tried pressing them for a more exact date or any additional info on the tracking of the shipped part,was told I couldn’t speak to their parts department and assured me the part would be arriving next week. After one final e-mail to Igor at customer service stating I was desperate for the repair and would have to escalate my concerns,received a call from Michelle around the 25th of April reiterating that the part would certainly arrive before the end of April and the serviceman would come that same day to finish the repair. End of April and still no confirmation that the part has arrived,or even been shipped. * **** **** **** ******* ** ****** ********* ** *** ********** ******* **** ** ***** ** ******** **** *** ******** **** ********** ***** ** **** ** * ********** *** *** ***** * ****** **** ** ***. Called them 3 times with the same standard response.".Part not in yet,,,will call once it arrives...Have a great day!" Also, when asked to speak to the manager, response was always "in a meeting... call back"...Hope you can help resolve this ... Thank you

  Business Response

  Date: 01/05/2023

  Hi Gloria,

  Upon checking, refund is in progress.

   

  I will be sent out asap.

   

  Thank you for your patience.

  Customer Answer

  Date: 09/05/2023

   
  
  Complaint: ********
   
  
  I am rejecting this response because Company promised partial refund on May 1st...I consented to amount of refund.. Said it would take 3 to 5 business days to show up in my account…NO POSTED authorization for the money refund has yet appeared on my credit card and it has now been over a week…*** ** ** ******** ******** ********* ******* *** ************ ** ** ******** **** **** ******** I feel I have no choice but to keep this complaint open until I receive confirmation from my credit card company that the refund is completely processed. If the Express Repair wants to settle this complaint, then they need to expedite the refund ASAP.I will update my response as soon as I receive confirmation from my credit card that the refund is completed...Till then ,my complaint remains open...
  
  
  
  Sincerely,
  
  
  
  Gloria *****

  Business Response

  Date: 09/05/2023

  Hi Gloria,

  Refund has been sent May 2.

   

  It should reflect back to the card your used to make the payment.

  Usually it takes 3 to 5 business days to reflect on your account, if you still haven't received it yet, please contact your bank.

   

  Here is the Approval Code ****** for your reference.

   

  Thank you.

  Customer Answer

  Date: 10/05/2023

   
  
  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. The refund has been credited to my card today and I consider this matter settled.
  
  
  
  Sincerely,
  
  
  
  Gloria *****

• Initial Complaint

  Date:03/04/2023

  Type:Customer Service 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 March 15 we had a service call. The next day we confirmed we would go ahead with repair and paid 1/2 the invoice.
  
  On March 20, I called to ask if they received the parts they needed and they hadn’t.
  
  On March 21, I called to ask if they could track the parts so we would know when to expect repair. They said they would call the next day.
  
  On March 22, I was told they received the wrong part and that the technician would call me to explain. No one called so at lunch I texted the Technician. No reply so I texted again at 5:13 pm because we needed to know if someone needed to be home/the fridge would be repaired the next day.
  The Technician texted back saying there weren’t any issues with the parts and to call the office to make an appointment.
  
  I called the office right away and the customer service rep was confused about the appointment so I told her about the text from the Technician and she confirmed with him. I said I wanted to talk to someone about a rebate for the miscommunications and lack of contact and I was told Michelle would call me the next day.
  
  Michelle never called.
  
  I called again and on the 24th I left another message for Michelle - I still haven’t received a phone call.
  
  I waited another week and still no customer service! **** ***************

  Business Response

  Date: 09/05/2023

  Good morning!

   

  This issue has been resolved with the customer.

   

  It has been repaired and the file is now closed in our system.

   
  

  Thank you,

  Gayle

  Customer Answer

  Date: 09/05/2023

   
  
  Complaint: ********
   
  
  I am rejecting this response because: to date my calls to Michelle (management) we’re not returned! 
  

  I am open to discussing the miscommunications with the Respondent. My concerns were not with the repair but with the miscommunications and then being ignored by the Respondent.

  
  
  
  Sincerely,
  
  
  
  Marina ****************

  Business Response

  Date: 09/05/2023

  Hello,

   

  I will follow up her, your file was closed.

   

  We apologize.

   

  Thank you for your patience.

  Customer Answer

  Date: 11/05/2023

   
  
  Better Business Bureau:

  I was able to connect with Michelle this morning and there was a resolution reached in complaint ID *********

  
  Sincerely,
  
  
  
  Marina ****************

• Initial Complaint

  Date:02/11/2022

  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.

  Our washer wasn't draining and an error message was popping up on Aug 27. Express repair came to service it on Aug 30. Upon inspection the repair person said they cleared the drain and if the issue persisted we would need a new drain pump. The service fee was $319. The washer didn't work the next day. Same issue with a drain error. I called to request the drain pump/install on Aug 31. The part needed to be ordered. We put a $150 deposit down. The next day, my husband realized that the washer wasn't balanced by the repair person. He balanced it and the washer drained. We were able to do a couple of loads that evening without any issues. I called back to cancel the part. When I called the the representative indicated that there was a 30% restocking fee. We were not happy about this and wanted to discuss this with a manager. We never heard back from a manager at all. The following week the washer was having issues again with the drain and different error messages coming up on the screen. We decided to call a different appliance repair company to see if the drain pump was the issue. The other appliance repair person said there was nothing mechanically wrong with the machine and diagnosed that the computer/motherboard was the issue. Unfortunately the drain pump wasn't being triggered because the computer wasn't working. The cost to replace the motherboard, the cost was $696. We called Express Repair back after this diagnosis and again requested our full $150 back for the part that wasn't needed and discussed that even the initial diagnosis from their repair person wasn't correct. We have called them numerous times, have sent emails, one that included the invoice from the other repair company and we have not resolved this issued and it is Nov 2. If we call, we are told the manager is not available and they will call us the next day. We want a refund for the part $150 + $319 as they did work that wasn't necessary.

  Business Response

  Date: 17/11/2022

  Hi Colin,

  Upon checking since the refund has been given, the job has been closed.

  The only thing we can offer is to give you a 99$ credit on any future repairs.

  Thank you.

  Customer Answer

  Date: 17/11/2022

   
  
  Complaint: ********
   
  
  I am rejecting this response because we have tried to contact Express repair on several occasions to discuss this matter and they have still not resolved the issue. They refunded $56, that is not $150 or $319. Every time we call we get the same response. "A manager will call tomorrow" and they never call.
  
  
  
  Sincerely,
  
  
  Colin ******

• Initial Complaint

  Date:17/10/2022

  Type:Billing 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.

  We phoned a “Winnipeg” based 1-800 repair line. Our refrigerator and freezer had stopped cooling The call went to Express Repair, who said that the service call would cost $*** for a local repair to visit our home. Soon after, we received a call from the repairman. I asked if he had the required part in stock. He said he did not, but could order it to arrive a few days later. I declined and thought that because their was no service call, that was it. A few days later, I received a text message with some form of bill for $******* I ignored it, because I thought it was a scam of some type. Months later, I started to receive a number of threatening phone calls imploring me to call back without any reason given, his was followed up by a letter from a company called ***, who said they were an authorized collection agency. I immediately paid the full amount, as I didn’t want this to affect my health. ** **** **** * ********** 

  Business Response

  Date: 18/11/2022

  We have been trying to reach out to him to get the payment for the service call, but he is not responding, so we have to send him to collections agency which means there will be an additional fee in his account.

   

  ****** *** ******** ******* *** ******** **** *** **********

   

  Thank you,

   

  Gayle

  Customer Answer

  Date: 18/11/2022

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

  - no visit to house was conducted, as service technician didn't have required part in stock.

  - I was charged an additional $****** to find out technician didn't have the required part in stock.

  Collection agency was aggressive and inappropriate.  * **** ***** * ****** ********* **** ********* ******** ** ******** ******* ***** ***** 

  
  
  
  
  Sincerely,
  
  
  
  John *********

  Business Response

  Date: 18/11/2022

  Hi John,

  Upon checking your file, we were just originally charging you for a Service Call fee of *** + hst, and was explained to you that it will only be waived if there is a repair.

  We have been trying to reach out to you to get the payment for the service call, but you are not responding, so we have to send you to collections agency which means there will be an additional fee in his account.
  
  ****** *** ******** ******* *** ******** **** *** **********

  Have a great day.

  Customer Answer

  Date: 18/11/2022

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

  **** ********* ** ******.  Please refund me the full amount of this purchase as soon as possible.
  
  
  
  Sincerely,
  
  
  
  John *********