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Business Profile

Appliance Repair

Appliance Repair Experts Corp

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Appliance Repair.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

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

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    Customer Complaints Summary

    • 190 total complaints in the last 3 years.
    • 55 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:15/11/2022

      Type:Product Issues
      Status:
      Unanswered
      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 Feb 22 2022 I paid a service invoice *****. This was for a diagnostic on two appliance repairs, microwave door, and washer gasket replacement. I paid the invoice in good faith and was to await parts. I was advised that parts were "back ordered". Several months later, I contacted them, as I needed to simply replace the washer for the tenants, and I had received NO communication. I contacted the respondent several times with emails and phone messages- no response. I contacted the technician, apologies and said he would follow up. At this point, I have replaced both appliances. In June I attempted a series a messages. No response. I have received no communication and no refund. Now in November I have again attempted to resolve this *****. I have left several messages, spoken with two technicians, and who ever answers the phone identified as the manager. On all occasions they promise a response. Obviously this is misleading. At this point, I consider this a classic case of *****. Appliance repair experts "customer service is our priority" took my money for work that was never performed and will never be performed. The parts were obviously not ordered. I want my money back please. **** ** ****** *******.

    • Initial Complaint

      Date:10/11/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Hired Appliance Repair Expert to realign dishwasher in my condo at *** ********** *** on October 14th. Technician came and adjusted the unit. Under the assumption that job was done correctly invoice for $562.74 was paid same day by credit card. The very next day on Oct 15th dishwasher would not turn on. Door sensor is no longer lining up when shut since adjustment was made. I have made multiple attempts by phone, mail, text, and even spoke with the office manager to no avail. Everyone I have spoken with routes me to the technician who has been ignoring all calls and not responding to text or returning voicemail. This is completely unethical as I paid for a service that hasn’t been completed making my dishwasher unusable.

    • Initial Complaint

      Date:07/11/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 to get some one to look at my ******* dryer.I was told my service call would be $100.00 then if I used them to fix the issue the $100.00 would go towards repair. The serviceman came an did not speak any English. His son(guessing) called on phone to translate. The bill was $342 and change to fix heat sensor. I was told I have 90 day warranty. I paid bill the man left. I went to use dryer right after and it did not work. I called the office next day and questioned cost of repair and told him my dryer did t work. I got a run around for next two days then I called supposedly head office and left message, wrote email and never received response, I called again the repair man come Thursday. Just wiggled wires said it worked and left. The dryer felt hot before he left. The next morning (Friday) I tried to do drying and the dryer did not work.
      I called office number and cell number and nobody returned calls. So now I am out dryer and repair costs. I had another repair company come in. He said it was heat sensor. * ** *** ********* **** ******* ** **** ** ** * *** *****

    • Initial Complaint

      Date:04/11/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      This review is for the Kitchener division with office on Frederick St. We requested online a repair for our ** washing machine on October 9 2022. We received a reply within minutes and were surprised that a technician would come on Thanksgiving day without any extra charge. The technician who came spent a lot of time on his phone and determined that we needed a new pump. He said a week for it to come in. Ten days later after many calls and messages left by us we got 2 technicians and the new pump at our house at 7pm. After almost 3 hours and much time on their phones the part was installed. We pushed to see the machine run through a cycle to be certain of the repairs. The machine still didn’t drain. They left saying that they would be back the next night. We requested that they not come back but send someone who knew what they were doing. We have been calling and emailing for a week trying to talk to someone about getting our $300 deposit back. We have not received any contact from the company. They did not diagnose or repair our machine as promised on their website. The technicians were not familiar with ** machines. We have not experienced any of the customer service mentioned on the website,other than that the initial quick response to get our deposit so a part could be ordered. Not a good experience and very frustrating!

    • Initial Complaint

      Date:04/10/2022

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Appliance Repair expert - guelph contact
      Date of scheduled appointment: Sept 10th, 2022
      Reason for visit: To diagnose error/issue with our samsung oven
      Visit was scheduled between 9am - 1pm. The appointment was confirmed by the company by text and email. My husband and I made arrangements to be home for the technician and he never showed. We went to work at 2:30pm. I notified the company that he never showed. They called me back and said he tried to call SEVERAL times and since we didn't answer, he didn't come and we would have to reschedule or pay. I received a voicemail at 3pm that day from the technician, 2 hours after the scheduled window. He called at 3:03 and 3:04 which is considered several attempts? I was upset at their lack of customer service. They were abrupt, accusatory and no apologies or willingness to hear our side of the situation. We met our obligations. We were available for the appointment window, I had my phone on me the whole time. I did not want to work with this company any further so did not call them back. 2 days later I receive a call saying I needed to pay for the appointment or they were sending me to collections. I emailed them saying that's ridiculous as no service was provided and technician did not show when expected. They have now sent me to collections and I will be seeking legal counsel. I have never had a negative mark on my credit and my hubby and i are pretty easy to deal with *** ***** *********** **** **** * **** *** * **** ******* **** ****** *** ** ***** ** **** ********* *** *** ******** *** ** *** ********** ***** - trying to imply we've not met our obligations to this company. The company simply needed to apologize for the inconvenience, listen to their customer and I would have happily rescheduled. I also said that in my email to the company before it went to collections. This is now a nightmare. Such poor, poor customer service. I'm so upset and don't want anyone else to have to deal with this.

    • Initial Complaint

      Date:20/09/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 Technician came on February/ 2nd/ 2022 to replace main board and evaporator for ******* fridge due to heavy build up of frozen ice in cooling system and loud noise which did not solve the issue . He then came on March/2nd /2022 to replace front control panel, which was damaged when installed. Overall fridge only needed to be unplugged for 24 hours to be defrosted where fridge seems to be running currently ********** *** **** **** ****** ************ *** ********** ********** *** ** **** ** **** ***** ********* ** ***** ******* *** ** ** *** unnecessary pricing of $1200.00. Technician then said sarcastically we have a new fridge.

    • Initial Complaint

      Date:07/09/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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've sent my explanation and grievance to this company twice and they refuse to acknowledge. Before I called this company for help I did my own trouble shooting of our dryer. The switches and sensors I tested were in working order, I even took out the heating element and inspected it thoroughly, I tested it to make sure it was good, I checked the heat sensor attached to the element, all was in good working order.
      The repairman found 2 sensors not working I had not checked since I was not aware of them. The repairman then went on explaining he fixed the heater element, he explained what was wrong and how he repaired it. I called into question his repair and he just stared at me. I explained to him I found nothing wrong with the element and I was asked to pay.

      My mistake was paying for an additional repair that was not even needed. I paid because he did fix the dryer but I paid for something nothing was wrong with. After the repairman left I took apart the dryer's back plate and removed the heater element and found nothing done to it as was explained to me. No new soldering was done as explained, I sent pictures with my explanation to the manager, I filed my complaint twice, nothing has happened.
      It has now been a month so I've decided to file this complaint. I expect a partial refund for work not even done.

      This is the copied Invoice.

      Appliance Repair Expert

      INVOICE #***** SERVICE DATE Aug 07, 2022

      Services:
      Diagnose and Repair of Electric Appliance - Dryer
      Head office: *** ********* ** *, **** ** ***********, ** *** *** ***** ******** ********@a********************.ca
      qty unit price 1.0 $365.00
      Diagnose and repair of your existing appliance. Technician will quote on site based on the issue, if customer decides to go ahead with the repair, service call fee is waved. Explanation of the issue: Not starting the cycle
      Make and type: ****** ***** #: ******* Serial #:
      Description for the work done: Bad heat sensors

    • Initial Complaint

      Date:29/08/2022

      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.
      On April 18, 2022 a repairman from Appliance Repair Expert came to look at the ice maker in our fridge. He seemed very nice and polite. He asked that we leave our fridge unplugged for 24 hours and charged us $123.17, the diagnostic fee. It didn't work, he returned April 24, 2022 and said I needed a new ice maker. On May 1, 2022 he tried replacing the entire ice maker which didn't work. He now said we probably needed new sensors. On May 9, 2022 I was told he had received the left sensor but the right had not been received yet. I had to beg for updates, would always say he would get back to me but didn't. On June 1, 2022 I was told the part was back ordered until end of June. I reached out and was told on July 5, 2022 that he thought part was in. Since then my texts have been ignored by him.Through out this I have also reached out to the company who says they will get him to call. He doesn't. I have asked for a refund based on them not living up to the agreement that the diagnostic fee is refunded if you proceed with the repair. I wish to proceed but they will not. Andrew S., their Quality Control Manager has stated in an email that they do not refund this fee but will not put forward a resolution to fix my ice maker.I am stumped what to do next. I can't get my money back so I can use it with a different company and they won't proceed with the repair.

      Business Response

      Date: 31/08/2022

      Contact Name and Title: Andrew S.

      Contact Email: ********************************

      Dear Natalie, please accept my deepest apologies about the situation. We are highly concerned about your case and our higher management is looking into it.



      We want to find a solution and resolve this situation. For this, please, send an additional email to ******************************** with your invoice number, the description of your situation and some additional information about your case if needed.



      I'm terribly sorry that this situation occured and I personally assure you that it will be resolved.

      Customer Answer

      Date: 10/09/2022



      Complaint: ********



      I am rejecting this response because:

      Sent the business an email on Sept 1st request to proceed with my repair.  I received no reply.

      Sent another email on Sept 7th requesting a reply to my email.  I received no reply.

      Would love a refund at this point as I would not trust any repair.




      Sincerely,



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

    • Initial Complaint

      Date:29/08/2022

      Type:Billing Issues
      Status:
      Resolved
      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 August 13th we had a repairman do some work on our washing machine as the pump broke. When work was completed the company proceeded to add a "tip" to the original invoice amount for $19.79. There was NO agreement on our side to allow for a tip. The repairman got very defensive immediately and my girlfriend ****** ****** called the office that day and several times since them looking for the refund to occur. To this day NO refund has been applied to our card. I called today (Aug 24th) looking for the refund and was told still looking into it. Its been 11 days. **** ** * **** *** ********* *** **** ****** **** **** **** **** *** * **** ***** ******* ****** ** **** *** ******** ******* ****** ** *** ******* ***** *** **** *** ******* ******** **** **** *** ********** ** ********** *** ********* ** ***** * ****** ******* ****** *** ********* *** ******** ** ***** *** ****** ** **** ******* ** ***** ******* ** ***** * ***** ** *********** ***** ******* ********* ** ** ******* **** **** * ****** **** ******

      Business Response

      Date: 31/08/2022

      Contact Name and Title: ****** *****

      Contact Email: *******@********************t.ca

      Dear ****, please accept my deepest apologies about the situation. We are highly concerned about your case and our higher management is looking into it.



      We want to find a solution and resolve this situation. For this, please, send an additional email to *******@*********************.ca with your invoice number, the description of your situation and some additional information about your case if needed.



      I'm terribly sorry that this situation occured and I personally assure you that it will be resolved.

      Customer Answer

      Date: 01/09/2022

      (The consumer indicated he/she ACCEPTED the response from the business.)

      I am only accepting the response because I am not interested going back & forth on the issue which is the company trying to sneak an extra charge on my bill i.e. the TIP. After many calls & emails made by my girlfriend the TIP was refunded after 11 days. I am not sure why it took so long but after making the company aware we filed a complaint with BBB the refund appeared shortly afterwards.. There was communication made to my girlfriend claiming the charge was an "accident" but hard to believe that comment when the charge was not on the initial invoice but appeared on the final invoice when work was completed 5 days later. ***** **** *** ********** **** ******* **** ** *** ***** *** *** **** ********* ***** ** ********** ********** *** ****** **** ********** *** ********* The manager in his last communication offered a $60 coupon on our next service call if needed and to be honest after this experience will find another service company. ** ***** ***** **** *** ***** ******* ** *** *** *** ***** ******** ** **** **** ****** *** ******* ***** *** ******* **** ** **** ***** ** ** *************  Thanks for your time

    • Initial Complaint

      Date:19/08/2022

      Type:Billing 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.
      On July 26 I contacted this company for dishwasher repair and agreed to a time window of repair of 12-4pm on july 26 date. At 330pm on July 26 I was told (received a text from repair guy and I also called them at that time) that the repair person would be coming after 4pm. I was not able to wait for that person for after 4 pm so I told them that I was not available after that time - so I subsequently got a text message from the repair person canceling the appointment. They told me over the phone (when I also called at 330 pm to inquire into what was happening with the repair person) that I would have to pay a 125$ cancellation fee to which I said no since I didn't cancel but wasn't available after 4pm as I had other obligations. I didn't receive an invoice or bill for a cancellation fee and out of the blue today i was contacted by a collection agency via email to pay up. Are you able to assist? **** *** ***** **** * **** ***** that they didn't render a service or follow through on our agreement. Are you able to assist to remove/reverse their submission to the collection agency, and have my credit report fixed? * **** ******** ** **** ************* **** **** *** ****** ***** **** *** ********** ****** - I have no receipts or invoices as they didn't send me any.

      Business Response

      Date: 31/08/2022

      Contact Name and Title: Andrew S.

      Contact Email: *******@*********************.ca

      Dear Andrea, please accept my deepest apologies about the situation. We are highly concerned about your case and our higher management is looking into it.



      We want to find a solution and resolve this situation. For this, please, send an additional email to *******@*********************.ca with your invoice number, the description of your situation and some additional information about your case if needed.



      I'm terribly sorry that this situation occured and I personally assure you that it will be resolved.

      Customer Answer

      Date: 10/09/2022



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and am able to contact the company as they requested.  I have contacted them as they requested and am waiting to hear back from them whether they will provide a satisfactory resolution. I will follow up with BBB if they do not respond or do not attempt to find a resolution. 



      Sincerely,



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

      Customer Answer

      Date: 07/10/2022

      This is in follow up to complaint that I filed recently with BBB (********) but the case was closed as I waited to Hear back from the company appliance repair expert. The company responded to BBB in response to my complaint saying that I should get in touch to try to resolve the complaint but despite my attempts to contact them on sept 10 and 21 2022 I have received no reply and therefore no attempt on their part to try to find a resolution. The original complain was: “On July 26 I contacted this company for dishwasher repair and agreed to a time window of repair of 12-4pm on july 26 date. At 330pm on July 26 I was told (received a text from repair guy and I also called them at that time) that the repair person would be coming after 4pm. I was not able to wait for that person for after 4 pm so I told them that I was not available after that time - so I subsequently got a text message from the repair person canceling the appointment. They told me over the phone (when I also called at 330 pm to inquire into what was happening with the repair person) that I would have to pay a 102.35$ cancellation fee to which I said no since I didn't cancel but wasn't available after 4pm as I had other obligations. I didn't receive an invoice or bill for a cancellation fee and out of the blue today i was contacted by a collection agency via email to pay up. I paid for fear of the damage this would do to my credit report . They didn't render a service or follow through on our agreement. Are you able to assist to remove/reverse their submission to the collection agency, and have my credit report fixed and provide a refund? * **** ******** ** **** ************* **** **** *** ****** ***** **** *** ********** ****** - I have no receipts or invoices as they didn't send me any.” Appliance repair expert replied to BBB for me to contact them after I submitted my original complaint but they have not responded to any of my attempts to contact them (****** ********). Please assist

    Appliance Repair Experts Corp is NOT a BBB Accredited Business.

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