Complaints

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

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• 

  Appliance Repair Experts Corp

  47 Davenport Rd Toronto, ON M5R 2C4

• 

  Appliance Repair Experts Corp

  18 - 150 Britannia Rd E Mississauga, ON L4Z 1S6

• 

  Appliance Repair Experts Corp

  6 - 4020 Sladeview Cres Mississauga, ON L5L 6B1

• 

  Appliance Repair Experts Corp

  716 - 50 Disera Dr Thornhill, ON L4J 9E9

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:19/08/2022

  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.

  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

• Initial Complaint

  Date:16/08/2022

  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 Aug 13, 2022, a rep of Appliance Repair Expert arrived at my house to "diagnose and repair" my dryer. The rep arrived without tools or parts in a personal car (not a marked / company van). He "diagnosed" my problem by running the dryer for 3 seconds. He told me the dryer needed a new pulley and that I needed to also repair 4 rollers. He told me the rollers would cost $30 - $40 each. I asked him if he could at least look at the rollers first to which he responded, "They will be fine. The pulley is bad. I'm suggesting the rollers to save you another service call. I will check the cost of the pulley." While "looking for a fair price" on his phone, I too went on mine and ******* the cost of a pulley for my dryer. When he quoted me $240 for a $35 part and $260 for labour I knew immediately I was being *******. I told him I did not want him to do the work. He told me, "I can take off $20!" When I declined, he became aggressive demanding payment for his "service call". I told him he needs to leave to which he responded, "After you pay!" I told him I figured out the ****. That he would come into the house with no intention of repairing the appliance, give an outrageous quote to do the work and then to charge a "service" fee when the person refused. The cost of the "service fee" then changed from $155 to $89. When I told him I wanted a receipt and an itemized quote for the repair / work he said, "You no pay?!? I'm going to take you to collections!" I explained I was refusing to pay unless provided a receipt to which he refused. He sat in his car in my driveway threatening that he was calling the collections agency. From my front door, I ask him to leave. He got out of his car to approach me. When I told / showed him that I was recording the interaction he screamed, "You will pay!" and moved out of the driveway; although lingered on the road. I have attempted to contact the company via email and phone with no response. You cannot leave a message as the mailbox is full

  Business Response

  Date: 31/08/2022

  Contact Name and Title: ****** *****
  
  Contact Email: *******@*********************.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: 08/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Attn: BBB,
  
  
  
  I DO NOT accept the response from the company Appliance Repair Expert.
  
  
  
  On Sept 1, 2022, the company Appliance Repair Expert responded to me, via the BBB, with the following response:
  
  
  
  Contact Name and Title: ****** *****
  
  Contact Email: *******@*********************.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.
  
  
  
  On Sept 1, 2022, I sent an email to Mr. *****, as requested above. The email was as follows:
  
  
  
  Mr. ****** ***** - Manager of Appliance Repair Expert,
  
  
  
  As per your response to my BBB complaint, below is the information you requested:
  
  
  
  INVOICE # - I do not have an invoice number as I was not provided with an invoice. I have asked for an invoice several times and one has never been provided.
  
  
  
  
  
  ADDITIONAL INFORMATION:
  
  
  
  On Aug 13, 2022, Mr. ***** *****, employee of Appliance Repair Expert, arrived at my residence to "diagnose and repair" my dryer.
  
  
  
  Mr. ***** arrived without tools or parts in a personal car (not a marked / company van). He "diagnosed" my problem by running the dryer for literally 3 seconds. He told me the dryer needed a new pulley and that I needed to also repair 4 rollers. I asked him if he could at least look at the rollers first to make sure they were the actual problem to which he responded, "They will be fine. The pulley is bad. I'm suggesting the rollers to save you another service call. I will check the cost of the pulley."
  
  
  
  While "looking for a fair price" on his phone, I too went on mine and ******* the cost of a pulley for my dryer. When he quoted me $240 for a $35 part and $260 for labour I knew immediately I was being ******* (I could replace the dryer for that price!) Also, this did not include the cost of the rollers which he said would cost, "$30 - $40 each. I told him I did not want him to do the work. He told me, "I can take off $20!" When I declined, he became aggressive demanding payment for his "service call". I told him he needs to leave to which he responded, "After you pay!"
  
  
  
  I told him I figured out the ****. That he would come into the house with no intention of repairing the appliance, give an outrageous quote to do the work and then charge a "service fee" when the person refused. The cost of the "service fee" then changed from $155 to $89. When I told him I wanted a receipt and an itemized quote for the repair / work he said, "Are you not going to pay?!?! I'm going to take you to collections!!" I explained I was refusing to pay unless provided a receipt to which he refused.
  
  
  
  Mr. ***** lingered for a long time in my driveway. After not moving his car out of my driveway I asked him to leave. He threatened that he was calling the collections agency. I ask him to leave and he got out of his car to approach me. When I told him I was recording the interaction he started screaming, "You will pay!"
  
  
  
  Mr *****, I attempted to contact the Appliance Repair Expert company via email and phone with no response. I also cannot leave a voice message for you, the manager, as the voicemail mailbox is full.
  
  
  
  Also, although the Appliance Repair Expert company is to busy to respond to the customer, they are not to busy to send the customer to collections. I had to pay the collection agency in-order to avoid a hit on my credit. When I asked the collections company for a copy of a receipt (as Appliance Repair Expert is refusing to respond to my calls / email and provide a receipt), the collection agency refused stating they only represent Appliance Repair Expert as a client and cannot make them provide a receipt. * ******* **** ** the ****** **** ********* ****** ****** ** ****** ******. There can be no recourse for the customer as the Appliance Repair Expert company will send your bill to the collection agency (***** * **** ******* ** ** ** ** *** ****!!!!) and the customer has to pay to save their own credit. I **** ***** **** ** ****** *** *** ********* **** **** ** * *** ** *** *** **** ** ***** ****** ***** **** *** ** *** ***** ******* ****** **** ** **** ** *** ***** ***** *** ******* **** *** **** ** *** ********** ****** ** ***** ***** **** ********** * **** ******** *** ******* ** *** ********** ****** *** ** ******** * ******** **** *** ***** * ** ****** *** ** *** ***** ****** *** ****** ** ******
  
  
  
  **** from ********* ****** - Guelph Phone: ****) ***-**** and website https://************.com/*************************************** fixed my dryer for $220 - parts (both pulley and rollers), labour and taxes included. Appliance Repair Expert was going to charge: $240 for the pulley, $160 for the rollers, and $260 for the labour. Also, **** did the work within 3 days of me calling. ** *** **** ***** ******* ** ****** ***** ********* ****** ****** ** ***** ****** *** *** **** ** ** ********** * ******* **** *** ****** *** **** ** ******* *** ***** **** ** ********* ** ** *** **** * *** ******** ** *** **** ** *** ******** ***** *** *** *** ** * *********** **** *** ********** ******* ** ******* *** ******* ** *** *** ********** ******* **** ****** *** ** **** *** ********* ****** ****** ** ************ *** *****
  
  
  
  Mr. *****, if you are real person, and are highly concerned about my case as mentioned in your response via the BBB, please refund my money as it will save us both a lot of time and aggravation moving forward. * **** ** ***** **** * ***** ***** **** *** *** **** * **** ****** *** **** ** ***** **** **** ******* **** ** *** ***** ****** *** ****** * ******* *** *** * **** ******* ******* ****** *** *** ******** *** ********* *** ****** *** ********* ****** ******* * ******* **** *** ***** ** * **** **** * ***** ***** ********* ** *** *** **** **** ******* ** * ******* ******** ** ***** ** *** ** ***** ** ******** ** * ** ***** ** ** *********** * **** **** *** ********* ** ********** *** *** ****** ** ******* ** ********* 
  
  
  
  As of today, Sept 8, 2022, I have not received a response from the company. I am submitting my response of not accepting the company's response (as they have not responded) to the BBB today as the BBB requested a response from me by Sept 11, 2022.
  
  
  
  Thanks you,
  
  
  
  **** *******
  

• Initial Complaint

  Date:16/08/2022

  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.

  Appliance Repair sent a technician to our home to provide a quote on a refrigerator repair. The technician gave a price for the repair in which I agreed. The technician asked that I turn off the water running to the appliance. I did so, he defrosted the bottom of the freezer and "unclogged" the issue. Once complete he said it was repaired and we will not see any leaking further. I was unaware that he did not turn back on the water line to the freezer. Once I realized, we turned on the water line in which the leak was worse than before and was leaking into our basement. I called appliance repair who forwarded my call to the technician. The technician argued that he was upfront in the fact that we had a further leak. According to the invoice as well as the several hundred dollars we paid, the service was supposed to have been complete. We called appliance repair to voice our displeasure with the service and to ask that they return to complete the job. We had been promised on three separate occasions that we would get a return call and an expedited service to fix the appliance at no additional charge. We are now one week out from the service date, we have not received a call back and have you not had anyone come to fix our appliance.

  Business Response

  Date: 31/08/2022

  Contact Name and Title: Andrew S.
  
  Contact Email: ********************************
  
  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 ******************************** 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 DID NOT accept the response from the business.)
  
  ** *** ********* I've sent two emails with no response. At this point I would prefer a refund as I do not trust the company's repair ability or customer service.
  *** **************** ************************************

• Initial Complaint

  Date:09/08/2022

  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.

  Appliance Repair
  $89.00 for service call to assess
  
  July 13, 2022
  
  Cost $640. part and labour
  machine never worked properly, technician returned and said machine was not worth fixing
  Appliance Repair Expert , *** ********* ** ** **** *** ************ *** **** ************ ******* will not return calls or emails, my invoice states 30 day warranty on repair

  Business Response

  Date: 31/08/2022

  Contact Name and Title: ****** *****
  
  Contact Email: *******@*********************.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 DID NOT accept the response from the business.)
  
  The company did not respond to any messages or calls until yesterday (work completed July 13). In their response to you, they said they want to help me resolve this situation. In the email they sent to me, however, they said:
  
  "Dear ***** ******
  
  You have a completely new problem, your technician has already explained it to you, if you want he can call you and give you an estimated cost again, also we give you a 100$ discount
  
  Best regards,
  
  ****** *****, Quality Control Manager"
  
  I have since had to purchase a brand new washing machine as their technician told me mine would be too costly to repair. In their response, it sounds like they are looking to charge me more rather than honouring their 30 day warranty.

• Initial Complaint

  Date:04/08/2022

  Type:Sales and Advertising 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.

  We had a repair man come to our home to quote our leaking freezer repair on August 2, 2022 at 10:00 AM. invoice #*****
  
  We were told on the phone that the quote is $89.00 plus tax but that the fee could be waived if we went ahead with any repairs.
  
  The repair man took one look inside my freezer and said, "oh it's just the build-up of ice", and proceeded to take apart and empty my freezer and remove the ice.
  
  He did not provide me with a quote for the repair of "cleaning out the ice" and was only here for about 25 minutes before he was done.
  
  He then informed me that the cost would be $340. They have not provided me with an invoice even though I have asked for it.
  
  I sent an email to the manager to complain about this and he replied that all the repairmen are trained to give a quote prior to doing any work, and refused to rectify the situation in any way, basically telling me this was my fault. He also claimed that while it seems like a lot of money, they spend a lot on "running and office" and "marketing".
  
  If the repair man had provided me with this quote beforehand, I would have told him, "thank you", and cleaned out the ice myself.
  
  I called the business to speak to someone higher than the manager ******, and they told me that they could not give me the contact information of anyone else, but they could only put in a request to their CEO to call me. I had to take his word that he actually put this request in because they could not provide me with any proof that it was being done.
  
  There is apparently no other person of contact at this business to handle customer complaints and refunds nor could they tell me if they receive complaints like this often.
  
  I am seeking a full refund. In my original email to ****** the manager I had said we would pay the $89.00 quote fee but I will not do that now.
  
  * ******* **** ******** ** ** **** ***** *** * ***** *** ** ********* ** ***** **** ****** *** **** **** ******* **** ***** ********

  Business Response

  Date: 31/08/2022

  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 DID NOT accept the response from the business.)
  
  I have sent an email to the requested address. Waiting to see how they plan to rectify the situation.