Complaints

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

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  Express Repair

  2 - 2501 Steeles Ave W North York, ON M3J 2P1

• 

  Express Repair

  955 Beauparc Private Ottawa, ON K1J 0A2

• 

  Express Repair

  1320 Richmond Road, Unit 901 Ottawa, ON K2B 8L3

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:22/04/2025

  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.

  I had the express repair come to my home , I had called wanting my dryer repaired ******. On phone had stated they had a special and were waiving the estimate fee and if I went ahead with repairs I’d get a additional 25 dollars off my repair , my machine was 1 year old and it needed a new switch , my bf is electrician and out of town I thought they could come fix it since is a minor repair , they told me would be 267 for a new motor because half the motor is broke . But you can’t buy half a motor . Plus 257 in hours costing me. 500 plus tax . My machine was only 600 brand new . I told them this they got upset said I owed them 111 dollars , I said for what ? They said telling me my motor is broken , plus they asked to use my bathroom , I told them that was ridiculous I’m not paying it , they sat in my floor saying I had to pay or they wouldn’t leave , talk about unprofessional . So I had 2 Russian guys sitting on my kitchen floor , then I told them my 20 year old son was upstairs , then they left . Since this Jesica has been texting me non stop harassing me . Then they said if I didn’t pay I’d be thrown in collections .

  Business Response

  Date: 05/06/2025

  Dear ******, 
  Thank you for your feedback. We regret any misunderstanding or frustration caused during the service. Our technician provided a diagnosis based on the condition of the machine and the parts needed. Pricing was communicated according to our standard rates and the scope of repair. We apologize if our team’s conduct appeared unprofessional and will address this internally. We remain committed to resolving any concerns professionally and invite the customer to contact us directly to discuss a fair resolution.
  My Direct phone number is: **************
  
  ******** 

• Initial Complaint

  Date:10/04/2025

  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.

  The initial transaction started in December 2024 with the last interaction taking place in March 2025. We had contacted this company for assistance in repairing a washing machine. They stated a part needed to be replaced so they replaced the part and not 5 min after it was replaced it still wasn't working. They told us the part was faulty and that we needed to replace that same part again, still wasn't working and that we needed an entirely different part. It took months to get nothing accomplished, we often had to contact them looking for updates as we waited. When we would get an appointment day/time they would call last minute to cancel after we have already taken time off work to be there. They stated paperwork was sent/information provided prior to work starting and that was never the case. They are trying to claim multiple parts were provided when they weren't. They don't do proper diagnostics to inform what all the potential issues are, they troubleshoot by trial and error, replacing parts to see what works without properly informing the customer so they can make better informed decisions.

  Business Response

  Date: 05/06/2025

  We understand the customer's frustration and apologize for the delays experienced.
  
  In any case, I see that after a conversation with the customer, the case has been resolved.
  
  The customer is welcome to contact us if they still have any questions.
  
  
  
  

• Initial Complaint

  Date:02/02/2025

  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.

  We retained Express Appliance Repair to repair the water dispenser in our fridge.
  The repairman first came in August 2024 - and indicated we needed a part. We paid him $253.83 for that visit. After the visit, he did not order the part until we called many times,
  
  He returned December 20, 2024 to fix the dispenser with the new part.
  He ended up replacing a part that was not broken - he admitted as much when he was here. The dispenser still does not work.
  
  However, the bigger problem is that in the process of trying to fix it - he flooded our house (the dispenser did not stop spewing water for over 5 minutes) - he broke our furnace (we had to bring in a heating expert in twice to fix it - it is still not fixed) - he turned off our hot water - and within 48 hours of him being here we had a number of plumbing issues (unlike the furnace and the hot water, we can not say definitively whether he caused any of the plumbing issues).
  
  The company is now trying to bill us $369.62 for the December 20, 2024 visit. Out of
  principle, I do not feel I should have to pay anything, given (1) that we did pay him for a visit to assess the problem and at most that is what he has done to date and (2) given the expense and damage he has caused and (3) given his complete ************.
  
  The company is sending me an invoice daily, and phoning me and texting me daily (every business day). I have tried to reason with them, and even offered them $100 for the visit. They would not accept that offer and continue to harass me for the outstanding amount.

  Business Response

  Date: 05/06/2025

  Dear ****** *******,
  My name is ********. We understand the situation and would like to make things right. Please feel free to contact me directly at ***** ********. I’m confident we can resolve the matter in a way that works for both sides.

• Initial Complaint

  Date:21/12/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  -9/23 my fridge broke down
  -9/28 called Express Repair advised them what was happening with my fridge lights but not cooling
  9/28- specifically asked the rep if from my description the fridge can be repaired I was told yes and they sent a technician out
  9/28- the technician arrived showed him the fridge and he said the fridge needs to be replaced he did not take out any tools he did not disassemble anything he said the brand ******* is poor quality not worth fixing and left
  9/30- had another local technician come out and they repaired the fridge by replacing a faulty fan behind the fridge
  10/1 express Repair called me to pay their invoice, I explained what happened and the said that once the tech showed up he has to be paid even if he did nothing.
  - for 1 month we disputed this invoice of $128.49
  - they threatened to charge me a $100 late fee
  - a manager they asked that I email the invoice from the company that completed the repairs I sent it to her attention the waived the fee but still insisted I pay the invoice
  - the sent the invoice with the fee to collection I paid the invoice except the fee
  11-1 the collections agency put the fee of $100 on my credit report

• Initial Complaint

  Date:26/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ordered a stove top replacement on Nov 13 2024. Was told to send deposit by e-transfer before could be ordered. A week later the same person called me to ask again for the deposit. Then they claimed it was ordered. A few days ago same person called to ask for the model number which I gave her on Nov 13 - again claimed it was ordered. Emailed them today still no info & won’t give me my deposit back.

• Initial Complaint

  Date:14/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 hired EXPRESS Repair to fix my dryer, but the service provided was substandard, and my concerns have not been addressed despite multiple attempts to contact the company. After the technician replaced the heating element, the dryer remained nonfunctional. Additionally, the appliance was improperly reassembled, with the face panel and paddle incorrectly installed. The software on the dryer also appears to have been altered.
  I’d also like to provide pictures that this technician damaged my dryer I’ve been out of laundry services for over a month now
  
  During the repair, I felt intimidated by the technician, which made it difficult for me to voice concerns. After reporting the unresolved issues to EXPRESS Repair, I requested written communication to address the matter, but the company has failed to respond or provide any updates. This lack of communication and accountability is unacceptable.
  
  I am seeking assistance to hold EXPRESS Repair accountable for properly repairing my dryer at no additional cost, addressing the technician’s unprofessional behavior, and improving their customer communication practices.

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Broken fridge
  Repair person came charged fee for repair and parts although they were guessing at what was wrong with the fridge and told me if I still had problems it would come back and they could potentially replace two more parts, and that there would be no further labour fees.
  Two or three days after they left by fridge wasn’t working again. I tried to call the number I kept getting put on hold when I would call from a different number they would pick up they told me that they had to connect with the repair guy. I waited a full day called back and they said they had left him a message. I explained the situation, and that I was afraid to lose all of my food as my fridge was going to break And it was urgent. I called back about four times trying to get somebody to call me back. It’s been two weeks and I never heard back from them. They did not complete the repair. I had to go and buy a brand new fridge!
  I’m
  Still waiting for them to call and repair part ! But of course we know that’s never going to happen.
  This company is taking the service fee and whatever other fees making promises to come back and finish the job and not doing it so that they can go onto other customers.
  I wish to be refunded the service charge since they never came back to finish the job and I had to spend $2500 on a new fridge!
  What is also very bizarre is the email comes from Express appliance but the invoice comes from someone else in addition you can’t even make a review online..

• Initial Complaint

  Date:31/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Paid this company to come out and make a repair. No one showed up. I called them over 50 times in a 30-day period trying to get someone to help me. They charged my credit card and never did anything. **** *** *** **** ********! I want my full refund as no services were rendered and no one showed up. * **** ** **** **** ******** ***** ** *** **** **** ****** ******* ** ******* * ****** ** **** *** ******** **** ******* ******* ***** ** **** *** ***** * **** *** ***** **********

• Initial Complaint

  Date:14/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Dear Sir or Madam,
  
  RE: invoice No: ******. Address: ******* ********* ***. Tenant *** lived in this 5yrs old Condo unit. And notify me that fridge is not working properly. Bottom freezer part is working normal, but top fridge part not cool enough. Then we find this ******** fridge authorized repair company (Express Repair).
  
  On September 16, Tenant *** called the company and technician Albert L. came and figured out that a part of the fridge is not working need to replace it. At that time the compressor is working normal, and freezer is working properly, but fridge is not working properly. After technician ordered the part, he came to fix the fridge on September 26. But the second day September 27, the fridge not working again. On Oct 4, technician came and said Compressor not working, will cost over thousands to replace it. Due to all the correspondence with tenant ***, we think Express Repair's technician is ********. We sincerely request the company to refund the appropriate amount to landlord. So from then I called the company (***** ********) everyday for 6 days and asking for solutions, but every time I called, the girl who answer the phone told me that Manager will call me. But they never called me. The last time I called is Oct 11, finally they transfer the call to their Manager Michelle, she told me she'll call me back before 3pm that day, but they **** again, still never called. I have all recorded phone conversation with Express Repair as evidence. We sincerely hope BBB to help us to get the money refund in the full amount or part of the amount we paid since the company never really fix the fridge. Thank you very much!

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Date of occurrence 10/01/24:
  
  We reached out to this business because we were having issues with our fridge door and our dishwasher. We were advised that a diagnostic call would cost $100 + $50 for the 2nd appliance. A fee that would be waived if we agreed to the repair cost post diagnostic.
  The "mechanic" who showed up to our house, did not come in a work vehicle, there was no company identification on his personal vehicle, he did not wear a company shirt, hat nor did he have a card identifying himself as an employee of this company. He personal car was not equipped with any replacement parts; all he had with him was a tool bag.... filled with tools he never used.
  
  This "mechanic" proceeded to "look" at my fridge (again, not tools used). after "inspection" he "diagnosis" was that the "door was broken"... where, he didn't know, how, he didn't know; but his suggestion was to either leave it alone or call Samsung have them replace the door.
  
  Moving onto the dishwasher. This "mechanic" opened up the door to the disher, closed it, pressed the cycle button, listened with his ears and told me "the circulation pump was faulty".... did he check the circulation pump.... no he did not. Did he check to see if maybe there was a issue that was causing the circulating pump to not work properly, no he did not. There was no attempt to take out a single toll, remove a single panel, check a single electrical component... simply an "ear test".
  
  I was told both repairs would likely cost more to fix than they would be to replace, so he suggested I go onto facebook marketplace and buy used appliances if I wanted to reduce my cost.
  
  Obviously I refused to pay this bill but provided the company with 2 options.
  1. send in a an actual mechanic who will run an actual diagnostic
  2. reduce my bill to zero dollars and we'll go our separate ways
  
  Instead this company is threatening to send me to collections & adding $99.
  
  **** ******* ** * ****, they have zero intentions of fixing anything.