Complaints

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

close

Find a Location

Express Repair has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:26/09/2024

  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.

  Hi there , my fridge was making some noise and I call the appliance express that I found on ****** and thought that they have experience with European appliances. On March 28 ,2024 on of their guys came and inspected the fridge and told me that main fan motor to cool compressor faulty and that they need to order the part for it. When I ask how long it would take for the part to come he said about 2 weeks. I have agreed to order the part from them and had to pay 99+tax for the service call wich I did pay on the same day and also been told that if I go with their company that that amount woud be deducted from the labor after they fix my fridge. The part was 339. 28+tax + 310+tax for the work that they will preform after the part comes in. So I have paid 305.10 with my credit card for them to order the part. This was end of March of 2024 ,we are in the end of September and apparently part still didn't arrive. Every once in a while I woud get a text message that they have still waiting for the part to arrive. On September 17,2024 I decided to call them and cancel the order since I have been waiting for mor than 6 months. They have told me same thing that the part is not there yet and if I want to cancel they would charge me 30% restocking fee +service call that I have already paid for it. How they can charge you restocking fee for the part that they don't have it. 3 days later manager called me again to tell me that all of a sudden they got the part which I have explained again that I don't trust them anymore to fix my fridge and that I want my 305.10 back on my account and close the case. Next day they called me again and said the same thing again and the lady that I have spoke the last said she will refund me the money and sand me an invoice on the email. Min after another lady called and said she can only refund me 187.56 which I didn't agree. I got the email to sign with this amount and I never respond back to them . Please help me to get my money back .305.10 thx

• Initial Complaint

  Date:25/09/2024

  Type:Product 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.

  ?Purchased a fridge from Express Appliances on May 13, 2024 for $2260. Sold as a floor model by the saleswoman, however the invoice received after purchase stated refurbished
  -At time of delivery the fridge was dented (it was not dented at time of purchase); before and after photos were sent to the merchant who refused to rectify the issue
  - After waiting 48hrs to plug in the fridge (as instructed), it did not cool. After many attempts to contact the merchant ("system outage", busy and they will call us back, no response, or blatantly disconnecting the call), an Express Appliances tech was sent and stated the compressor was broken without any proper inspection (no tools used, no cover removed)
  - I followed up with a ********** tech to thoroughly inspect the fridge and he explained the fridge is broken and previously worked on. It's charged with coolant but leaks and the compressor is not a ********** part.
  - After many calls, the merchant stated I broke the fridge and caused the dent
  -They offered us an exchange: a fridge model that was $1000 cheaper than the model we ordered for the same price. I said I would like a refund.
  -To return the broken fridge, a 30% restocking fee would be charged. I told them I have been scammed and will be going through my credit card company to reimburse us. They threatened me and said they will take us to court and collections if I take that route and said “I changed my mind on the purchase”. I explained that I purchased a working fridge in good faith and was told it was an unused “floor model”.
  -A dispute was opened with **** then closed because of a timeline issue
  -The contact states we can return the fridge and pay the restocking fee and I am willing to do that now because of the frustration of this ordeal. The merchant is now refusing to honour the written contract because we opened a dispute. They said "you chose to open a dispute so now we won't take back the fridge".
  -They will not answer my calls/emails anymore

• Initial Complaint

  Date:16/08/2024

  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.

  The linked ****** page for Express Appliance (EA), clearly stated that their first service call is free, nowhere near the "free service visit" information area, Is there mention of any other fees, and if is, it purposely misleading.
  I informed technician I was being treated in the Emergency Room. He seemed indifferent, then he told me he needed a credit card number before he could look at my dryer. I asked, "even for a free service call", he responded with yes. I clarified, "just an estimate, thats all", he again said yes. No services mentioned.
  The, estimate $400++, for a dryer! I thanked him for his time and that I'd let Express Appliance know when and if I could ever afford it.
  He immediately started to harass me for the next 20 minutes, (I'm in the ER!!!), asking if I received his invoice. I was finally able to take a moment while waiting further testing to answer one of his calls. He told me that one of my friends (my tenant) is willing to pay for the repair. At this point I told him to leave. He sent an invoice again, but for a Diagnostic charge, after he tried to charge my credit card, I sent it clearly stated on the EA webpage that The first service call is free, Then asked, what exactly does that service call entail then, if Express is just going to charge a diagnostic fee? He angrily said my dryer needed to be fixed and that my "friend" wants to help (my tenant), just fix it! otherwise I'd be invoiced the $99 fee. I told him to stop and to leave my property and hung up.
  A couple minutes later my tenant calls to tell me that this guy was telling him he was to pay for the repair... I told him to kick him off the property.
  When I received the first communication from Express Appliance regarding the "unpaid" invoice now on "my" account,
  I informed them that I would not be paying it as I wasn't made aware of nor did I request any type of services whatsoever, and that their technician was extremely ************** and was asked to leave the property...

• Initial Complaint

  Date:18/03/2024

  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.

  Details -
  Date of transaction: Thursday, March 14, 2024
  Business: Express Repair
  The Amount of money being charged: $228.49
  The issue:
  My stove door broke on March 14 and I called Express Repair (found via google), I was in distress and I wanted to know how much it would cost to repair the door. They said they would send someone to come and fix it and I'd get $25 off the cost plus the $99 service fee would be waved. I thought it was a good idea, so someone came and was in my house for 1 minutes and said it would cost $300+ for the repair, that included all the discounts. So, we decided not fix the stove. They said we'd still need to pay the $99 but I disagreed because no work had been done at all! Why would I pay $99 for a 1-minute job? Or lack of a job?
  The next day, the company called me and said I must pay $99 + tax, but I disagreed. I said I can pay for the person's gas but $99 is ridiculous. So, they sent me an invoice immediately for $200 plus tax. Are they for real.
  I refuse to pay it because it doesn't make any sense. Later, I read online bad reviews regarding the company. Also, I thought the company was Canadian, but the invoices are from a Florida company.
  I am not saying I won't pay anything, but $200 is a rip-off for no work at all. I can pay $25 for the person's time to come and check the stove door (1 minute) but anything more is just really unfair, a **** and totally a ripoff.
  Now, they're saying in the invoice that the extra $99 is for collection cost! What???
  
  Thank you.

• Initial Complaint

  Date:25/01/2024

  Type:Billing 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 Nov.17/23, I put down a $175.00 deposit for an oven repair using a credit card. I was told 5-15 business days for the part to arrive and then I would be contacted to set an appointment for the repair. I have followed up multiple times only to be told that the part has not arrived yet but it is expected in the next week or two. This has happened at least 3-4 times. My oven has been down for over 2 months including over Christmas. I was told the job would be done before Christmas. Express Repair Canada committed to providing the part and repair in 5-15 business days. This company is unable to provide the service for which they have taken money. They are unable to provide a firm delivery time and seem unable to get that information from the part manufacturer. They have done nothing to try to resolve the massive delay. I would like a full refund so that I can take my business elsewhere and get my oven back up and running. I received invoice #****** on Nov.15/23 for a service visit and then was told verbally that the service visit amount would be deducted off the total repair cost for which I deposited $175.00. I found an advertisement for these guys on the internet and they advertised fast, reliable service. It was near Christmas and we were in a rush to get the repair done.

  Business Response

  Date: 26/01/2024

  Dear ****,
  We apologize for the delays in repairing your furnace and the resulting inconvenience. At times, materials are sourced from Europe, and unfortunately, their arrival timeline is beyond our control. We understand your frustration and are fully committed to resolving the issue.
  To expedite the process, we have fast-tracked the delivery of the necessary parts and anticipate their arrival soon. Rest assured, we will keep you promptly updated and prioritize scheduling your repair as soon as the part is in our possession.
  Thank you sincerely for your patience and understanding during this process.

  Best regards, 

  Victoria 

  Customer Answer

  Date: 27/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The vendor, Express Repair, has failed to provide the part/repair in the time-frame that they promised. Not only have they failed to meet their commitment, after being without an oven (this is an oven repair, not a furnace repair) for over 30 days, they cannot provide timing on when they will be able to complete the repair. They have changed the estimated date of arrival 5 times now, apparently just pushing it back by one week every time that I check in. Most recently, they said that the part would be in this past week, which it was not. I have heard nothing from Express Repair regarding the status of the delay or any progress on the delivery at all. It is not reasonable to expect a customer to wait more that 30 business days to repair a critical household appliance. At a bare minimum, I expect to be refunded $63.13, which is the difference between the total funds that I have deposited and the cost of the original diagnostic site visit. Due to the fact that not having a functional oven has caused great distress and inconvenience (including over the Christmas holidays) and that we took Express Repair at their word, I believe that an act of good faith on the part of Express Repair would be to return the funds for the original visit as well to compensate for their inability to complete the job that they quoted in a reasonable amount of time. I would like to exercise my right to take my business elsewhere and be free from any further interactions with Express Repair.
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 07/02/2024

  Dear *****,
  Your part has arrived. We tried to contact you and left a voicemail. Your satisfaction is extremely important to us and we will be happy to make an appointment with you to complete the repair on your refrigerator. So you can continue to enjoy your appliance.
  

  Regards,
  

  Victoria - Express Appliance Repair 

  Customer Answer

  Date: 09/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Express Repair was not able to deliver the parts/repair service in a reasonable amount of time. I paid a deposit on November 17, 2023. I was told that the repair would be scheduled within 5-15 business days and I was also told that the repair would be completed before Christmas 2023. Express Repair failed to meet either of these promised dates.

  On January 23, 2024, I sent an email to ****@*************.ca outlining that I was cancelling my repair agreement with Express Repair due to the inordinate amount of time that had passed since I placed my deposit and also due to the fact that they had changed the proposed delivery time at least four times and failed to meet each date provided. I asked for a refund of the $175.00 deposit that I made on November 17, 2023. I also informed Express Repair that if there was no resolution within 10 business days (by February 6, 2024), that I would be filing a complaint with Consumer Protection Ontario. The next communication that I received from Express Repair was a text on January 31, 2024 that stated they are waiting for the parts. I responded to let them know that I was awaiting a refund. Express Repair responded that same day with a text saying that the parts were arriving soon but did not provide a date.

  On February 7, 2024 (one day after the deadline that I had given them), they called and left a message as well as sent a text indicating the parts were arriving soon. Interestingly, Express Repair responded to my BBB complaint on that same day (February 7, 2024) and stated "Your part has arrived. We tried to contact you and left a voicemail. Your satisfaction is extremely important to us and we will be happy to make an appointment with you to complete the repair to your refrigerator." There are two glaring issues with their last response. First, if they responded to the BBB complaint claiming that the part has arrived and that they had left me a voice message, then why did they state in the voice message (as well as a text message) that the parts were arriving soon? Second, the repair is for an oven, not a refrigerator as they stated in their February 7, 2024 response; and also, not for a furnace as they stated in their January 26, 2024 response. If they do not know the type of appliance that requires the repair, how can they know that the parts have arrived? I called Express Repair today (February 9, 2024) to inquire as to the status of my refund request. I was told that my file is under review by a manager and that they will get back to me on Monday. I let them know that I was planning to file my complaint with Consumer Protection Ontario today so was there someone else that I could speak to about the refund. I was told that no one was available to help me until Monday February 12, 2024.

  I do not feel that Express Repair is making a genuine effort to resolve this issue. I also believe that three months is an extraordinarily long time to wait for a household appliance repair and that it is unreasonable to expect a customer to wait this long.
  
  
  
  Sincerely,
  
  
  
  **** ****

  Customer Answer

  Date: 12/03/2024

  This case has been resolved. Thank you for following up
  ****
  
  **** ****

• Initial Complaint

  Date:31/12/2023

  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.

  Tuesday, September 5, 2023, a service repair man came to my home from Express Appliance Repair. He spent no more than 10 minutes looking at my **** dishwasher, while being on the phone with Revenue Canada. He did not run the dishwasher, nor examine any of the parts and claimed it would cost us over 400 to change a main part. My husband paid the service fee of 99.00 plus tax. We later called another company (*** ******* ********) to come and examine, then later repair the dishwasher. I have been in contact multiple times through emails and telephone calls with Michelle at Express Repair attempting to seek a refund for lack of professionalism and lack of proper service. I am seeking the assistance of the BBB. Although, this amount may seem trivial, what is most disconcerning is the way in which Express can take money from people without providing proper service. I am hoping you can assist us in this matter. Much appreciated. Also, please note I have tried to speak to head office regarding this complaint but with no success. This company resides at **** ******* ****** ***** *** ** **********

  Business Response

  Date: 17/01/2024

  Dear ****,
  
  We sincerely apologize for the inconvenience you've experienced with our service. Your feedback is crucial, and we are committed to addressing your concerns promptly. We acknowledge the lapse in professionalism during the initial service call, and we understand your frustration.
  
  Upon receiving your complaint, we have thoroughly reviewed the situation and recognize the need for corrective action. Our team is working diligently to investigate the matter and ensure this does not happen again. We genuinely value your business and want to make things right.
  
  In light of your dissatisfaction, we are processing a full refund of the service fee, including tax, that you paid. Additionally, we would like to offer a discount on any future services with Express Appliance Repair as a gesture of goodwill.
  
  We appreciate your understanding and patience in this matter. Our customer satisfaction is of utmost importance, and we are taking steps to prevent such incidents in the future.
  
  If you have any further concerns or questions, please feel free to contact our customer relations department directly at ************. We are committed to resolving this matter to your satisfaction.
  
  Thank you for bringing this to our attention, and we look forward to the opportunity to regain your trust.
  
  Sincerely,
  
  Victoria, 
  Express Appliance Repair Team

• Initial Complaint

  Date:13/12/2023

  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.

  Express Appliance Repair came to repair a malfunctioning fridge in July for us. The technician replaced a part (the compressor starter), which failed within hours, and when he returned he said the compressor itself was more damaged than when he’d arrived that morning. Ever since, Express Repair has been shirking responsibility. They deny that the technician could have possibly worsened the problem by installing the wrong part or incorrectly installing it, and claim that at most the technician may have misdiagnosed the problem. (The fact their technician made a mistake, and that the alternate diagnosis would suggest a leak of refrigerant coolant gas in the house of a pregnant woman, seems to be of no concern to them.)
  They have offered a refund – although they have tried to make it a partial refund rather than the full amount – but after promising they were sending it or had sent it on four separate occasions (ranging from August to November), we have still received nothing. Dozens of phone calls, several emails, and no results are leaving us at our wits’ end. ****** reviews show we aren’t the only ones waiting months for refunds either.
  
  Resolution for me would be a refund for the full amount arriving in my bank account. I paid by e-transfer, and if for some reason technology precludes an e-transfer from being sent back to me, I expect a cheque sent by a method with a tracking number – after multiple promises of a cheque being sent by regular mail, I no longer trust this business to do so.

  Business Response

  Date: 14/12/2023

  Dear ****,
  
  We sincerely apologize for the distressing experience you've had with our service. We hold ourselves to high standards and the situation you described is not reflective of our usual service quality. We are actively addressing the issues raised to prevent such occurrences in the future and provide our customers with top-notch service consistently.
  
  Regarding your refund, we took immediate action and sent a check for the full amount approximately a week ago. We hope you've received it by now. If there are any complications or if the check hasn't reached you, please contact us at your earliest convenience. Your satisfaction is of utmost importance, and we want to ensure this matter is resolved promptly and to your complete satisfaction.
  
  Once again, we apologize for any inconvenience caused and appreciate your patience and understanding in this matter.
  
  Best regards,
  Express Appliaces Repair 
  

  Customer Answer

  Date: 14/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response – as per my original complaint, as well as direct email correspondence with you dated November 16th, I have been told by your company that a cheque had been sent to me on three separate occasions (specifically August 30th, September 25th, and October 26th) while receiving nothing. You will understand why I cannot trust that this time will be different.
  
  In that same email, I offered alternate solutions for ensuring that I do receive the cheque, which I have reiterated in my original complaint – either an e-transfer, or a form of mail/courier which is trackable. This would ensure both you and I know where the cheque is. I still maintain that these suggestions are reasonable.
  
  Absent an explanation of why this cheque is different from the three prior cheques that were allegedly sent to me, and why you chose to proceed with standard mail for a cheque that had already been delayed/forgotten/misplaced for over three months, despite reasonable alternatives being given well in advance of your mailing this most recent cheque, I must reject your response.
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 07/02/2024

  Dear ****,
  my name is Michel, I'm the customer service manager, the check was sent to you about a month ago. We have forwarded your request to the finance department to investigate the issue.
  We would appreciate it if you could contact us by phone number  1-844-889-8484, and we will be happy to work towards resolving the matter.
  

  Best regards, 

• Initial Complaint

  Date:26/07/2023

  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.

  Called them to fix a refrigerator. They did the diagnostics and told me a part was required. After the part was ordered and installed, it did not fix the issue. They then charged me for a restocking fee for the wrong part that they recommended and they ordered. I am now down 200 dollars and still have a broken fridge due to the horrible service from this company.

  Business Response

  Date: 09/08/2023

  Hello,

  Refund was already approved and sent via check.

  We apologize for any delays and we appreciate the patience.

   

  Thank you.

• Initial Complaint

  Date:17/05/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 24, 2023, a technician from Express Appliance Repair (Ottawa) visited our home and fixed our fridge/freezer. He emailed us a receipt that stated that the fridge was fixed and, that if the issue happened again that we would need a particular part. After the tech fixed the fridge, he forgot to reset the temperature, so it appeared that it wasn’t fixed (when it was). I called the company the morning of April 25th to report that the problem was still occurring and was informed that we would need to order the parts required to fix the fridge. After checking the manual for the fridge and calling ********, I was able to reset the temperature (that the tech had forgotten to do). This resolved the problem. The ******** tech support person confirmed (as had your technician) that our fridge was indeed fixed. It continues to work just fine.
  
  I called Express Repair on April 27, and 28 to let them know that, in fact, the fridge was fixed and that we did not require any further action. I specifically requested that they NOT order the parts as our fridge had, in fact, been fixed by their technician. I called many times and did not receive a call back. On or about April 28, 2023 I noticed that Express Appliance had charged my **** on April 25 for $294.92 and again on April 27 for $152.00. I called EAR to ask them why they charged my **** when we did not require the part. They responded that this was for “the parts I needed”. On May 8th the manager Michelle from EAR called me back and stated that they would issue a partial refund on my **** but would not refund the entire amounts because they would keep a 30% stocking fee for both transactions. I stated that this was unacceptable to me as their technician fixed our fridge and they used my **** without my authorization on two occasions to order parts that we do not need and have never received. I informed her that I planned to dispute the charge with ****. We want the $294.92 and the $152 returned to our ****.

  Business Response

  Date: 17/05/2023

  Hi *****,

  Upon checking your file is already under Igor and ********'s review.

  We appreciate your patience, I will follow up with them.

   

  Thank you,

  Debbie

  Customer Answer

  Date: 17/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: **** evaluated our case and determined that a full refund was due to us. Express Repair did not resolve this issue, **** did it for them by evaluating our claim and issuing a full refund. Express Repair has threatened to send our file to collections however it would seem unlikely that they would be successful when **** evaluated the file and ruled in our favour. 

  
  
  
  Sincerely,
  
  
  
  ***** Harrison

  Business Response

  Date: 18/05/2023

  Hi *****,

   

  We don't have that confirmation as of yet. 

  **** haven't sent us the notification or confirmation.

• Initial Complaint

  Date:08/05/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 Express Repair to install a ** dishwasher to replace a ***** dishwasher. When the technician came Jan 18, 2023 he said he won’t install the ** and suggested to fix the ***** bc “why would you replace a ***** *****” with a ***** *****. He said he will order me the part to fix the ***** and it will arrive in 3-5 business days. I paid $350 with my credit card and returned the **. A week or so later I called to follow up and got told the part was coming next week, when I would follow up the next week they would tell me the same thing. At this point I would call daily, they would put me on hold, hang up on me or tell me the supervisor would call back but they did not return any calls. When I finally got to speak to someone I told them I wanted to cancel the service. They said if I cancel there’s a restocking fee. I was very frustrated and went to read their ****** reviews, it seems they do this to a lot of customers. Numerous people complained about Express Repair being a ****. On February 28, 2023, I contacted my credit card company and asked them to reverse the charge which they did. Within a week Express Repair said they had the part. I had told them that after being without a dishwasher for close to 2 months I purchased another dishwasher and had another company install it. Today a collection agency called me and said that I owe $575 or my credit rating will be affected. I do not know what my rights are or how this company can get away with this.

  Business Response

  Date: 09/05/2023

  Hi,

  Thank you for your patience. 

  I will have the manager directly call you so we can have this issue resolved. 

  Thank you.

  Customer Answer

  Date: 12/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have not been contacted by the manager or representative from Express Repair to resolve this matter to date.
  I would like confirmation from Express Repair that they have withdrawn their request to *** *********** to collect money from me as no service or product was provided therefore no money is owed. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 17/05/2023

  Hello ******, 

  I have followed up to upper management. 

  Upon checking on your file again, you canceled the full payment that's why you were sent to ***. 

  If you wish to be removed from ***, please directly negotiate with them for you file has been transferred to them.