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:17/09/2024

  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.

  I contacted the company via their website's messaging service to find out what was wrong with my dryer and electric stove. A customer service representative called me back, explained their repair offers and prices, and quoted a $100 diagnosis fee for the first appliance and $49 for the second, encluding tax (15%). The Rep assured me that the labor costs would be covered if I proceeded with the repair. I didn’t receive a formal quote, but I trusted her and scheduled a technician visit on July 27, 2024.
  
  The technician arrived, reeking of cigarette smoke and behaving rudely. He barely explained the issues with my appliances and pressured me to pay immediately, rushing me through the process. He claimed both appliances needed new parts, but I chose to fix only the dryer. He charged me $140 for parts (a belt and pulley that should have cost no more than $100) and insisted I schedule the repair quickly to avoid losing the "labor discount."
  
  On 27th Aug, 2024, the technician returned to install the parts. He didn’t show them to me beforehand, and when I inspected the belt, it appeared worn. He brushed off my concerns, mentioning a 3-month warranty. After the repair, he demanded $170 in labor fees for 10 minutes of work, which shocked me since I hadn’t been informed of any extra charges. When I refused to pay and told him that I need to talk to his manager, the technician removed the parts I had already paid for and left, promising a refund.
  
  The technician then sat outside my house for over an hour, talking loudly on his phone, causing distress to my family. We delayed leaving for work until he finally drove away around 11:30 AM on August 27, 2024.
  
  After six calls and two emails, the manager finally called me by private number but not by his business number, but he was rude, yelled at me, and demanded an additional $70 instead of resolving the issue or refunding my money. This has been ongoing via email till today.

  Business Response

  Date: 07/10/2024

  Hi, 

  27/07 our technician came at 10:21AM to check 2 appliances (dryer and stove ). After that he checked both of them  at 11:08 am technician provided the estimate for the stove and the dryer. You paid 149$+ tax for the diagnostic and took time to think about next steps. On August 13th 2024 you decided not to proceed with the repair the stove, so in Invoice you can see just 99$ for the diagnostic and you have approved the dryer repair service -  the price was confirmed by you : Labor 200$+ tax, parts 128$ + tax. Parts was special ordered from the Ontario. After that part was arrived, our technician scheduled the second visit and came to finish the dryer's repair service  . It's took  around 1 hour. Before we ordered the parts and started the repair service - all prices was confirmed by you.  After that technician finish his job, you refused to pay. You called to call center and told that we can take our parts, and you refusing to pay. Technician removed the parts, and in Invoice you was charged for the restocking fee only  ( 38.4$) and for the repair service ( technician was twice and repaired dryer at second visit, and also he spent time to remove the parts and to return you old the part ) After all this adjusting  - you still own us 70.61$. You writing that we spent 10 minutes -  but it's impossible to replace pulley, belt  and support rollers during 10 minutes. Technician was twice and your house. You just decided after  the repair service not to pay, and that after all prices was confirmed by you.

  We thing that all our promises was done and more that done, technician spend extra time to reinstall your old part as you asked.

  Best Regards

  Max Appliance Repair 

   

  Customer Answer

  Date: 13/10/2024

   I am rejecting this response because:

  Firstly, I did not receive any prior communication regarding the labor cost of CAD 200, nor did I receive a formal quote for this amount.
  Additionally, I observed that the technician completed the work in approximately 10 minutes (based on monitoring the time on my phone). I have concerns about the materials used during the service; specifically, the belt that was brought in had visible cracks (as marked in the blue circle in the attached picture). When I inquired about this with the technician, I felt uncertain about the quality of the material provided.
  Furthermore, the technician assured me that a refund would be provided for the part.  Can the max repair explain me why the company has used a private number instead business number to talk to me rudely. Given all these issues, I find the responses to my complaint to be untrustworthy and unprofessional.

  Therefore, I completely reject their responses to my complaint. 

   

  
  

  Business Response

  Date: 17/10/2024

  Hi, 

  Following the diagnosis, the technician provided you with a detailed estimate that included the cost of both: parts and labor. We ordered the parts only after a few days, during which time you confirmed the repair service, accepted the costs, and sent a deposit.  

   

  Best Regards

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

   

  Customer Answer

  Date: 17/10/2024

   I am rejecting this response because:
  Please provide me the paper work on this. I was never informed on the labor cost. Also, please see the attached image taken on the parts that has ordered, which has damages already. This items has not been ordered, please provide the ordered information from your company. No one accept this material is a new parts (please see damages are marked in blue). 
  
  Provide me receipts (invoices) on from where you got this material and paper work on the labor charges that you are telling that informed me and agreed.

  Hello: BBB please provide anyother agencies that can help to esclate this mater further and get my funds back. Thank you.