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:15/05/2023

  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.

  Dryer repair
  $79 in advance
  $245 on site fixed rotation
  30 minute process
  He said everything fine and after he left the belt broke they then sent invoice for $300 for part and shipping true cost less than $50 I could of bought a new dryer They know this so they take 300 from you up front They have been less then courteous in solving ussue you cannot reach them by phone

  Business Response

  Date: 26/05/2023

  On May 02, 2023 customer made an inquiry on ******** regarding the ***** dryer repair. Appointment was booked and confirmed for MAY 5, 2023 between 12-3pm. However immediately after confirming, the owner canceled the appointment, later again he booked another appointment and confirmed for Friday MAY 12, 2023 between 9-12pm. This was an owner rental property and as per the company's policy the service call $79+tax was collected upfront since the owner wasn't present at the location. On the day of the appointment the tenant informed the technician that the owner has given him the full authority to act on his behalf. Everything was clearly explained to the tenant regarding the job. The dryer required some servicing and the tech serviced the rotation system he found the drum was off aligned from the position he serviced the alignment as well and the dryer started working fine, it was tested by the person present at the location. However, before performing any sort of service/labor as per our company's policy for owner/rental properties we have to take full consent of the owner but in this case the tenant acted on owner's behalf acknowledged and gave full consent to the technician, even the payment was made by the tenant after the dryer started working. The technician also informed the customer that If the problem continues, then we need to replace the pulley and roller assembly. Quote for the part $317+ tax was also provided. All these details were clearly mentioned on the invoice signed by the person present on the property. The technician left the dryer in a working condition later owner informed that it is  making a loud noise. As per the technician's diagnosis and the invoice the pulley and roller assembly needed to be changed but, the customer was not ready to pay for the additional part and informed us that he doesn't have the money now. The customer was checking random quotes online on ****** and comparing with our quote. Firstly, we are unsure what he was exactly checking for as we deal in original manufactured parts only get all our parts directly from the manufacturer the quote was provided by the manufacturer itself and have zero control over the pricing. Secondly, we provide a 30 days warranty on all the work we do and parts we install. Checking online and getting a cheaper part doesn't mean that it will be compatible with the make and model you carry OR is a genuine original manufactured parts (and not a used/refurbished, duplicate part)  OR is secured with a warranty period. As a company we provide all these assurance with our quote.
  
  

  Customer Answer

  Date: 01/06/2023

  I am rejecting this response because:
  
  I am not going to accept anything She the owner is saying.

  I am pursuing this further with Small claims court.    Just so you know she is part of a Network called *********.    You request a technician and it is fielded out to many contractors.    After my first request I received at least 8 other emails from different vendors.    I have alerted ********* also of this issue, *** *** **** ** **** *** ******** ** ** ** * *** ** * ***** ********.   She also called her technician the MAN so whether he was a certified technician is questionable.

  Thank you BBB for following up, I want no more messages from this person as they are not even willing to modify these rates.

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

  Thank you.

• Initial Complaint

  Date:17/04/2023

  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 contacted this establishment regarding a broken ******** freezer on Thursday, April 13, 2023. They sent out a repairman on Friday, April 14, 2023. The repairman proceeded to "fix" the freezer, and instructed me to leave the freezer door open overnight or for as long as possible.
  
  I returned home Saturday evening and neither the fridge nor freezer were operating. All food had spoiled and all food in the fridge needed to be thrown out. Estimated value of the food is over $250. I tried contacting the establishment several times over the course of the weekend and they were unresponsive.
  
  I called on Monday morning and they picked up and provided instructions on how to turn the fridge back on. I asked them to give me a call to resolve the issue. They did not give me a call back. I called them from the phone number originally used, but I kept being put on hold. I called using a different phone number, and only then did the company pick up. They said they had done nothing wrong and would not hear my complaint - that I called and asked for a broken freezer and was left with a broken fridge and freezer. They said that the business wasn't open over the weekend and could not pick up. I responded that the repairman, as a professional service provider, should have notified me that this may happen and provided me with a solution prior to his departure, as I had only followed instructions provided by this "professional" that I hired, and was left with a bigger issue than the one I contacted them about. The Operator then hung up on me mid-call. I have called eight times since, and am being sent straight to voicemail from the two phone numbers I used to contact the business.
  
  **** ***** *** ********** ************ If this issue does not get resolved, I am prepared and willing to take further legal action.

  Business Response

  Date: 28/04/2023

  On April 14, 2023 our technician visited the customer's property at *** **** **** **** ******** Ontario to repair a ********* fridge which had an issue of FREZER PROBLEM WITH ICE BUILT UP AT BACK. The job was successfully completed the same day and technician performed some work on the freezer and also advised customer "to keep fridge off overnight and need to keep freezer door open" in order to let the freezer properly function. As the customer mentioned that she returned home on Saturday and tried contacting us to report the ongoing issue, the only calls we received were on Sunday and our business is always closed on Sundays and it is clearly mentioned on our website as well. As per our call history she made few calls and left ******** voicemails in which she keeps on swearing over the company and the technician who actually did successfully repaired her appliance. On Monday when the business was open she called in the call center and reported the same issue again. We checked with the assigned technician and he informed that he did mentioned to the customer to keep fridge off overnight only and to keep freezer door open for some time. The customer actually never plugged it back and turned on that was the only reason of the persisting problem she was mentioning. We informed the customer in written that "We have checked with the technician and he updated to turn on the fridge from the switch which is at the top of fridge, need to press first switch for 5 seconds if the entire fridge is not turning on". However, the customer was not listening at all and was accusing us of not picking up her calls intentionally when the fact is that "we were closed". On Monday when we came across her issue we acted upon that right away and resolved her matter from our end, but the customer was very very abusive and swearing on our operator who was simply trying to explain her the matter, however, the customer was continuously yelling and using abusive language throughout despite of the verbal warning given by the operator to mind her language and listen to the fact patiently but she kept on going. There were multiple other calls in line who were getting affected and were put on hold. To the second fact that the customer brought up regarding she being calling after the heated argument and that we were not responding to her calls, our defense is that "she was calling on our software which is mere a chat box  only to exchange written messages to the customer where this message "to turn on the fridge from the switch which is at the top of fridge, need to press first switch for 5 seconds if the entire fridge is not turning on" was exchanged as well. This is a software to have a written conversation only and doesn't have a calling system, if any body is calling over the software we cannot answer it. The entire accusation of this customer is totally baseless as she either calling us after work hours, over the wrong portal, and most importantly the issue was because she never turned on her fridge back. As far as taking legal actions is concerned than, our operator who was a constant victim of her verbal abuse has all the legal rights to take any sort of action against the customer as well, since the operator was only doing her job and trying to resolve her problems (all the call recordings and voice mails have been retained as proofs). 
  

• Initial Complaint

  Date:03/04/2023

  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.

  The problem started on October 19thmy refrigerator broke and they came to see what was wrong. They said that the compressor broke and need to be changed and charged me with $2,105.03, until today my fridge is still not working. They said that another problem occurred and they want me to pay another $984 to fix it. I had to buy another refrigerator because I could not stay without a fridge for so long. I asked for the money back and they did not want to give me back my money, their reason is that on the contract it says no money back. I am still with a broken fridge.The fridge most of the time used to break again after a few days and they say that they are coming and they always took weeks and every time he came was late evening. When he came to fix it, it only last a few days like 2 days and the most was 10 days. I just had enough of them especially when they asked me for more money and I am still with a broken fridge. ** ******** ***** ****** ****** *** ** ** ********* ******* **** ** *** **** *** ****** **********

  Business Response

  Date: 14/04/2023

  This job was started back in October 2022 and till now 12-15 visits have been made by our technicians. We have provided our best service and always tried our best to get back to the customer as soon as possible. Initially we went on this property to fix the problem of fridge not cooling and replaced the compressor which had leakage due to which this problem occurred. However, the problem was still persisting then, we replaced the compressor with a new one under warranty AT NO ADDITIONAL CHARGE TO THE CUSTOMER and did the entire job all again which indeed costed us twice than what we earned and charged from the customer. We always honor the warranty (30 days) offered on all the repair we do and all the parts we install. On every visit made so far the customer never paid anything but we as a company bear the loss of paying the technician from our pockets as we have full intensions to satisfy the customer and fixing the appliance. However, on the recent visit made by the tech it was diagnosed that evaporator and condenser are shortening the compressor every time. We quoted the customer for the additional parts and they declined to proceed any further. NO ADDITIONAL LABOR WAS QUOTED WE ARE STILL COVERING IT UNDER WARRANTY, however customer has to pay for the additional part and shipping charges. Refund customer asking for is not possible as all the parts charged so far were required to fix the problem and are currently installed in the customer's fridge as well. As per the invoice and our company's policy all the installed parts are non-refundable. All the terms an conditions are mentioned on the invoice signed by the customer.

  Customer Answer

  Date: 14/04/2023

  I am rejecting this response because:
  
  These technicians never finished the job, I called, and they said the compressor is not working and it took 3or4 weeks before they came to install the compressor. The compressor stopped working in 5 days and it took 21/2weeks before the technician came to fix it again. The compressor stopped working again after 3 days, we waited another 3 weeks, the technician came again fixed it and left. The compressor stopped working after 5 days, we waited for anther 3 weeks, the technician fixed it and told us that the compressor is defective and needs to be changed. The fridge was working ok, however every few days it used to make a noise, so I called them to see when he is coming to change it. He came to change it on February 4th, on Saturday, by Sunday night it stopped working and the technician did not come for 5 weeks and then he told us that something else is broken. How could something broke when most of the time it was and it still is off. Now they expect me to pay $984 to fix this fridge for something else. I would like my money back because they did not fix it the problem is still there, I will not pay a penny more.
  

  Business Response

  Date: 28/04/2023

  As the customer herself mentioned that every time she reported an issue we dispatched the technician and he fixed it, and again the problem came back we dispatched our technician multiple times and always got back to the customer also we did the entire job all over again under warranty, which costed us twice than what we charged the customer. Not a single penny was charged to the customer for all the return visits made back to their property, despite as a company we always had to pay to the tech from our pocket and incurred the loss. However, there is no denying the fact that this is an appliance which runs 24/7 and if it's running with a faulty part then it can cause further damage to other parts associated as well, similarly it has happened in this case. As mentioned earlier we have never charged anything to the customer until now apart from the initial quote provided in October 2022 for part price, shipping and labor charges. However, at present we are in need of an additional part damaged due to the previous malfunction, in this situation we are just asking for the part price and shipping cost as we have to place an order for the same but we are not charging anything extra for the installation this will still be covered under warranty and this loss will be borne by the company as we have full intentions to successfully complete the job and resolve this matter at the earliest.

• Initial Complaint

  Date:06/09/2022

  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.

  I paid this company to have my dishwasher fixed on July 25. I paid $265 plus tax for labour. The technician was here for a few minutes, pressed a few buttons then said it was fixed like new and left. The issue was not resolved at all so I called them back immediately. They told me they needed to order a new part. I paid a 50% deposit for the part which was $264.98. They arrived on august 31 with the complete wrong part. They did absolutely nothing then left and told me I would have to wait for the new part to come in, pay the remaining balance plus another $180 for the correct part because the one they had was wrong. I was very upset and asked them to cancel.
  The lady at the office Khushita was terribly rude and told me they wouldn't refund me She yelled and screamed at me and told me it wasn't their fault for having the wrong part.
  She sent me an email today saying they would only give me back a portion of my money spent (the deposit I paid for the incorrect part). I paid them over $500 and absolutely nothing was done to fix my dishwasher. I expect a full refund.

  Business Response

  Date: 16/09/2022

  This call was booked on July 25, 2022 while booking customer mentioned that the dishwasher is not working and showing an error code E7. The technician was dispatched, he performed labor and serviced the main control board and circulation system of the dishwasher, the labor charges were $265+tax and was performed with customer's full consent and acknowledgement. While servicing the technician found that the waterfall spray arm assembly (at the bottom) was broken and cannot be fixed by hands, instead needed a replacement of the part in the future. The quote was provided on July 28, 2022 part and shipping $469+tax with no additional labor cost since the customer already paid. Customer proceeded with the quote on August 8, 2022 and paid a 50% deposit $264.98(including tax)which is required as per our company's policy if any customer proceeds with the repair to place the order with the manufacturer. The part order was placed and order confirmation was sent to the customer along with the invoice the same day. The deliver took longer than usual time and we clarified to the customer that we wanted to finish this job as well we have to wait for the part which comes directly from the manufacturer. They are responsible for the shipments and all the delays occurred from their end as a company we have no control over the delivery process. On August 31, 2022 the installation was booked and this was a 2 tech job so 2 technicians were dispatched to complete the installation. However, when the technicians were there customer informed that she herself broke another spray arm assembly(upper) and wants to replace that as well. The technicians advised her that this was not quoted before and for this particular job the entire assembly needs to be replaced. The technician quoted for the new spray arm assembly(upper) $187+tax. The customer didn't want to wait any further and want to cancel the part along with the job. Since, the part with technicians bring along for the installation was not the correct one the installation was not completed and our technicians left the property. Later on, the office contacted the customer and tried to explain the issue that it was an additional part that we needed to order to solve the problem, and there will be a charge for the same. In addition we were not charging anything additional for the labor; both jobs were done under the same labor charge. The quote which we provided earlier was only for the assembly(lower). However, the customer was not willing to wait and canceled the entire order. From the very beginning the customer was under the impression that the part ordered comes with the entire assembly however, the fact is we were told on the second visit that she needs upper spray arm as well. We sent her the cancellation policy and her refund breakdown. The deposit which she paid to order the part was fully refunded, we just kept our technician's labor for the work done till the date which was servicing the main control board and circulation system of the dishwasher. Customer paid $264.98(Deposit), Labor charges $299.45, refund of a total $264.98 was processed via E-transfer to the customer provided email address and was accepted by the customer on September 08, 2022. All the terms and conditions were mentioned on the invoice and the order confirmation sent (emailed) to the customer which included the cancellation policy as well. ****** **** ******** refund accepted email screenshot and signed customer's invoice.

  Customer Answer

  Date: 19/09/2022

  I am rejecting this response because:
  
  There are several claims that are simply untrue. There is also a major disconnect between the office and the technicians. 
  on the first visit the technician was in my home for a total of probably 10 minutes. He pushed a few buttons and told me it was fixed and left. I also showed him the top spray arm that was already broken. He told me if we ever had to replace the spray assembly it would be part of the package but it wasn’t necessary for it to work, which was very untrue. Within minutes of him leaving the dishwasher error occurred again so literally nothing was fixed. That’s when I contacted the office, they didn’t contact me and I explained what happened. That’s when they told me I’d have to order the assembly which I agreed to and paid the deposit. When the part came in and they came to install, two installers sat on my kitchen floor for over an hour speaking amongst themselves in a different language. When I finally asked what was happening they told me the part was wrong and we needed to order a new one AND we would have to order the top sprayer which he guaranteed me would be part of the whole assembly originally. There was so much misinformation so I called the office. I didn't simply cancel because I didn't feel like waiting I cancelled because they wanted to charge me now an additional $200 for a part that I was told was part of the original order. The technician always had something different to say than the lady in the office who was extremely **** and argumentative about the whole situation. I paid several hundred dollars for absolutely nothing to be fixed.