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Business Profile

Major Appliance Services

Express Repair

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Major Appliance Services.

Complaints

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

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Express Repair has 3 locations, listed below.

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    Customer Complaints Summary

    • 90 total complaints in the last 3 years.
    • 31 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:29/11/2022

      Type:Service or Repair Issues
      Status:
      Unresolved
      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, I would like to request a refund for two service charges from Express Repair, one dated October 17, 2022 for $250 and one dated October 21, 2022 for $205.43. The reason why I am asking you to intervene with this company on my behalf is that after 3 service calls to fix my fridge which wasn't cooling, and replacing the fan motor for which I was charged, coming back once to fix it as it was still not working and then not responding to my phone calls, I was left with a fridge that still wasn't working. The technician demanded that I pay by credit card on the spot, before the fridge had reset itself, so I couldn't tell whether it was going to work. The fridge is only 2 years old.

      After 3 weeks of phone calls and rude behaviour from the company, I hired another technician who had the fridge fixed in no time; it turns out the problem had nothing to do with the fan motor. I have a statement from this technician attesting to this as well as all supporting documentation. Can you please help me to get Express Repair to reimburse me the cost of $455.43? Thank you so much.

      Business Response

      Date: 30/11/2022

      Hi *********,

      Upon checking your file, a manager tried to connect with you.

      We apologize about what happened, we like to help.

      We can refund you for the repair cost.

      Please call us at ************ *** *** and look for Michelle.

      Thank you and have a nice day!

      Customer Answer

      Date: 15/12/2022

      The reason why I haven't gotten back to you about my complaint with ExpressRepair is that I cannot get a hold of Michelle. Michelle is the person I am supposed to reach, I called several times, but was told that she will call me back, which she finally did last Friday, but I missed her call. When I called her back at 4pm, she had left the office. Could you reopen this case as it has not been resolved?

      Business Response

      Date: 15/12/2022

      Hi *********,

      I see that you spoke with one of or representative and thank you for sending the invoice from other company,

      It has been sent to upper management and will definitely follow up for you.

      Thank you.

      Customer Answer

      Date: 23/12/2022



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.




      Sincerely,



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

      Customer Answer

      Date: 10/01/2023

      I am contacting you again with regards to complaint #******** - Fridge repair ******* *** ********* ***************.

      Unfortunately, no action has been taken  with regards to the requested reimbursement, although the company (Expressrepair) said they had sent my request to management. I followed up on December 13, 20, and Jan 2, but emails are ignored. I also called, but the message I got was that due to high call volume, my call could not be answered. * ** ****** ******* **** ******* ** * ***** and would like to pursue this further to get a full reimbursement of $455.00 for services not rendered. Could you advise as to next steps, please? Thank you so much.

      Kind regards,
      ********* ******
      ****** ***********

      Business Response

      Date: 16/01/2023

      Hi *********,

      Apologies for any delays, we will look into the file for you have received it in you file by now.

      Thank you for understanding!

      Customer Answer

      Date: 24/01/2023



      Complaint: ********



      I am rejecting this response because: the reply from the Business does not make sense. What do they mean by "in you file by now"? I have not received any further communication from them since the last complaint, so no action has been taken. I have attempted to call again several times, but no one picks up the phone. The satisfactory outcome is still a refund for repairs not done. Please advise how to proceed from here. Thank you so much for your efforts on my behalf.



      Sincerely,



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

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