Complaints

This profile includes complaints for BN Appliance Repair's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  BN Appliance Repair

  67 Polara Dr Lower Sackville, NS B4C 2B7

• 

  BN Appliance Repair

  70 Sunnyside Lane Musquodoboit Harbour, NS B0J 2L0

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:25/11/2024

  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.

  In August 2024 I called BN Appliance about a periodic ND message stopping my washer from working. ND is the code for 'no drain'. At the time, they said the most likely cause is a weak pump. They recommended I replace the washer's pump and I did. The cost was $586. which was not provided as a written estimate in advance. I paid because I was assured it would fix the issue. At no time did the tech put the washer in test mode. When the issue began to reoccur, I called them back. The owner B***** ****** came and looked at the machine for 30 minutes, put it in test mode, and told me to 'use less soap'. He also said the original repair was completed by someone with only 5 months experience. The machine never worked again after he left. I decided to just replace the machine. When I emailed Bailey and asked for 50% of the cost of the unnecessary pump replacement to be refunded, and he could take the the machine for parts since it has a new pump, he said "no", "I was the one who OK'd the repair in the first place" and "questioned me for not complaining sooner" about a periodic issue that just began to reoccur.

  Customer Answer

  Date: 26/11/2024

  Attached. 

  Business Response

  Date: 26/11/2024

  M** ****** had called BN Appliance repair for a washing machine not draining and a dishwasher door not staying up. The technician came out August 23rd and tested the washer. He could not replicate the error code during a regular cycle of letting the unit fill and drain. Technician had been advised by the customer that the washing machine acts up periodically and could be very infrequent. The technician then advised the customer that a possible issue could be a failing drain pump, but, if the issue is so infrequent, that it can still be used. The customer agreed to replacing the drain pump for the quoted price the same day that the technician came to diagnose the unit. The customer then paid that same agreed upon amount. The technician was out 6 days later to complete the repair on the dishwasher, to which M** ****** never mentioned any issue with the washing machine.  The technician in question has been an employee for over a year and has had more than ample training in the field and in the classroom, maintaining an 97% average on his schoolwork and theoretical training. 3 months later, M** ****** has called back and said the washing machine has never worked since the previous repair. Another technician had come out and put the unit into test mode, let the unit fill, agitate and drain water successfully 3 times in a row, no error codes present, with the customer there to observe the same as the technician. The technician had noticed an excessive amount of soap, and had advised the customer on reducing the amount of soap, as well as running the "eco drum clean cycle" The customer had emailed BN Appliance Repair Friday night outside of business hours saying that the same error code had come back after running the clean cycle twice. The technician who had come out recently had replied to M** ****** *mail Sunday afternoon and had said he was able to reassess the unit on Tuesday. M** ****** had advised the tech that he decided to buy a new unit instead and wanted BN Appliance repair to refund him $250 and take his old machine away. BN Appliance Repair refused to refund due to the issue not being brought to our attention sooner. We believe that we have been able to give M** ****** ample time to reply back to us if the issue was persisting, and have been able to offer flexible time frames for us to reassess. Our invoices state our trip call is non refundable, we do provide 90 day warranty on parts and labour, however during the reassessment of the previous repair, all parts were working as intended.

• Initial Complaint

  Date:25/01/2024

  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.

  Good Day,
  
  On 8th December 2023, I called BN Appliance Repair via telephone (I had earlier been given their telephone number by an associate) to request a quote for the repair of a fridge at ** ***** ****** Bedford. I spoke with a BN Appliance Repair. representative called ****, who advised that someone would go out to look at said fridge and provide said repair quote. I was requested to send the contact details of the occupant m tenant of ** ***** ****t via text which I did. I was also assured by **** that the no repair work would be carried out until I had given the go-ahead. At no point during this telephone conversation was there a mention of a "Service Calls - Trip Call" charge.
  
  I was subsequently advised by the occupant of the property that she had been advised by BN Appliance Repair that a representative would visit on Monday 11 December 2023 to look at said fridge.
  
  After the visit to the property, I received an email from BN Appliance Repair with an an invoice for aforementioned "Service Calls - Trip Call" for $125 plus tax of $18.75 (total: $143.75). I subsequently queried this charge via email, explaining that I was not informed of said charge in advance, prior to the representative visiting the property on 11 December 2023. BN Appliance Repair's response was to claim that I was notified in advance of said charge. However, I have not been provided with evidence of said advance notification, despite my repeated request for such evidence. BN Appliance has also started charging interest at 4% per month on said total amount, effective from 11 January 2024, and have also threatened to take the matter to collections. This given me great concern and anxiety as I am now being subjected to the risk of being taken to. Debt collection

  Business Response

  Date: 23/02/2024

  Hello, It is our practice to always disclose the price of our trip and diagnostic charge over the phone. If you were not disclosed the price, there was always an option to ask what the charge would be for us to come out. We do not advertise free estimates anywhere as that is not something we do. We have reached out to you and your tenant multiple times to collect payment on this, and we had only advised contacting collections after you had threatened us with your lawyer after saying you would not pay this invoice. All of our invoices state a 4% interest charge if the invoice is not paid within 30 days of the service date, and that the charge is reoccuring.  

  We understand that overdue bills can be a source of anxiety, we highly suggest staying on top of your bills. 

  Also, we have attached your updated invoice, where your new total amount is now $157.27 - updated February 16th. 

  Customer Answer

  Date: 26/02/2024

   I am rejecting this response because:

  1)
  The Consumer Protection Act of Nova Scotia requires that contracts must be
  clear and straightforward. Also, inquiries which I made after this unfortunate
  experience reveals that a trip call / diagnostic charge, or similar charge, is a
  matter of individual company policy, and if there is to be a trip and
  diagnostic charge, it is the service provider’s responsibility to disclose said
  charge upfront.
  
  2)
  I was NOT informed by the BN appliance repair representative (***** / **** *****) whom I spoke with over the phone that there would be a "trip and
  diagnostic charge" or “service call – trip call” charge during our telephone
  conversation. I have repeatedly mentioned this via email to BN appliance
  repair, but they continue to insist that I was informed of said charge by ****.
  

  3)
  BN appliance repair claimed they also disclosed the said trip call charge to me
  via “confirmation email and text message”, which was supposedly delivered to me
  prior to their going to the property (as mentioned in their email; please see
  the “Email exchange 20 to 21 Dec 2023” document, attached herewith). I requested
  that BN appliance advise me which email address and phone number was used for
  said disclosure, and I conducted a search of my email inbox and spam box, as
  well as the text messages on the phone number used to communicate with BN appliance
  repair, but did not see any such disclosure message from them. And I advised BN
  appliance of this situation via email (as seen in the aforementioned Email exchange
  document).
  

  4)
  I did not receive any of the “booking service” messages (see “Attached
  screenshot” document) that BN appliances repair mentioned were sent to me - a
  search of the text messages on my phone number and my email did not reveal any
  such messages. I informed BN appliance repair of this situation, and requested
  they confirm TO which email addresses and / or phone numbers said messages were
  sent, but BN appliance repair’s response was to provide the phone number associated
  with their booking service, which I would imagine is the number FROM which said
  messages were sent (see “Email exchange 20 to 21 Dec 2023” document).
  

  5)
  BN appliance repair is being quite untruthful in their “we had only advised
  contacting collections after you had threatened us with your lawyer” comment in their "Message From Business" response to BBB; a
  review of the “Email exchange 20 to 21 Dec 2023” document (attached herewith) reveals
  that I mentioned making full recourse to the law, and subsequently referring
  the matter to my lawyers (as mentioned in the “Email exchange 10 Jan 2024”
  document, also attached herewith) AFTER BN appliance repair had threatened that
  their invoice would be “submitted to collections for them to collect payment”
  from me!
  

  In
  the light of the above narratives, may I request that you kindly respond and advise
  on the following:
  

  1)
  Is it acceptable for a service provider to invoice for a "trip and
  diagnostic charge" or “service call – trip call” charge, without disclosing
  such charge in advance?
  

  2)
  Is BBB able to offer further assistance, and / or what other options are
  available to me regarding next steps in this matter?
  

  Thank
  you.
  
  Kind
  regards,
  
  ******** ******

    

  
  

  Business Response

  Date: 15/03/2024

  You called for a repair on your fridge, we inspected, and gave you a quote. You have to pay for our time we took to come out and diagnose these issues. We find this ridiculous that you would not expect to pay for such service. Please review your invoice and pay the amount that is due. Thank you.