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

  716 - 50 Disera Dr Thornhill, ON L4J 9E9

• 

  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

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:25/09/2023

  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.

  The inital service call to Application Repair Expert was made on April 25, 2023 for a broken drum and water leaking. The technician promised me the new drum would fix both the leaking water and the broken drum.
  
  The replacement drum was installed on May 12. I noticed the washer was still leaking on May 13 when I put a load of laundry on. I called the office on May 15th asking to speak to manager. Instead the technician called me back and claimed "it wasn't leaking on May 12 and it's not his problem." He wouldn't even come back and look at the washer. I called the main office in early July as the replacement drum broke less than 3 months after it was installed. I was told the replacement drum was under warranty until the end of July and I would get a callback to schedule a technician. I never received a callback. I called back on July 21st and was told the warranty on the part was only valid until May 25th a month after the inital visit. I attempted to resolve the issue with the company and got no where.
  
  My dispute is the company won't take responsibility for the defective drum and replace it. At this point, I want a refund of $861 so I can hire someone else to fix it.

• Initial Complaint

  Date:13/09/2023

  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.

  On May 23, 2023, I contacted Appliance Repair Expert to fix a ** ******** refrigerator.
  May 23 Technician was not able to confirm what was wrong. I paid $111.87 for diagnostic visit.
  
  May 24 Second technician said it is most likely the compressor. Took a $680 deposit toward ordering the part.
  
  June 6 A third technician arrived to check the gas. He said I would need a new compressor, a new control board, and fan. He confessed he wasn’t exactly sure and suggested I contact ** directly for a diagnosis.
  I was told to expect a call on June 7 to let me know when the repair would be done. No call.
  
  June 7-9 I called the main office several times. Each time I was put on hold and then the line went dead.
  
  June 12 Still no call. I emailed a request for a refund of the deposit. No response.
  
  June 15 I called to follow up. Was put on hold until line went dead. Someone called back and told me to contact the manager.
  Second technician left a message apologizing for the lack of communication.
  
  June 16 I called the tech. He said he would call back in 45 minutes. No call.
  
  June 17 Tech apologized again for the delay, assured me my job was a priority, and said he would come on Monday June 19 to replace the control board.
  
  June 19 Technician arrived at 6:30 pm to replace control board. When he opened the box, it was clearly the wrong part.
  He asked me to be patient while he tried to locate the correct part, which might take a few days. He did not return.
  
  After 5 weeks with no fridge, I called a different repairman who fixed it the same day. It did not need a new control board, or a new compressor; it was simply a defrosting issue.
  
  On June 26 I requested a refund of the $680 deposit ARE took for an unnecessary part that was never delivered. I called, and was hung up on. I have emailed several times since then with no response.

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of service: Tues. Jul. 25
  Services and appliance: dryer machine drum would not spin. Issue fixed and advised if any issues to call back as part of guarantee of service. Dryer heat settings not working properly and this was not part of original issue/service requested. A few days later we attempted to contact company to report this issue.
  
  Company is no longer answering our calls or responding to emails. When we attempted to call from a different number both times calls answered immediately however they hang up upon call transfer to Supervisor and now after third time telephone line does not pick up call.
  
  We also attempted to contact Technician directly at telephone number provided and ******** **** from Appliance Repair Expert is also not responding.
  
  Invoice Number: ***** paid in full with credit card payment method
  
  29-Aug-23 at 1:50 pm
  Customer Service Supervisor ******** at ************** is looking into escalation and will contact technician. We are still waiting for call back.
  
  31-Aug-23
  No call back and telephone line continues to drop after automated greeting message

• Initial Complaint

  Date:01/09/2023

  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.

  Call was made for service to repair a refrigerator. Asked for a down payment on part that had to be ordered. We made a down payment. We were told that the part would be delivered in 2 weeks and he would be back to install it. We have not heard from him and it is now over a month. Tried to call him several times, he does not answer his phone. Tried calling and emailing the company. No response! Something needs to be done about this company. I am seeking to have my money refunded. After I get my refund, I will have to find a more trustworthy repairman to fix my fridge. ***** ******* * ***** ** ******* **** ****  Please help!

• Initial Complaint

  Date:21/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: July 11, 2023 and July 19, 2023
  
  Total paid: $540.72 CDN
  
  The business promises to restore the operation of any device, have high professionalism and experience, and offer a 100% warranty of quality of any service. This is all publicized on their website as well.
  
  The technician came to diagnose the problem, tells me the 2 shock absorbers need to be replaced in our washer and the problem will be fixed. He also recommended that we put new flooring in under the washer. We agreed and all of the above recommendations were done. Unfortunately, the problem was still there after I ran a full cycle (3 hours long) which the technician did not stay for, of course. I texted the technician right away - no response. I called the technician - he said there's nothing more he can do. I called the company for a refund per their warranty - the dispatch said a manager would call me in 48 hours. I never received a call. I followed up 10 days later, and their dispatch is now actively hanging up on me.
  
  To date, my washer is still experiencing the same problem and new problems have occurred. It's shaking so much the machine has damaged my property, which I'll need to spend more money to fix. Because my tenant does not have access to a working machine, I have to reduce the amount of rent they're paying me. Lastly, I am left to either spend more money with another appliance company, or purchase a brand new washer.
  
  I am seeking for a full refund of $540.72 since nothing got fixed, and their service put me in a position worse than before. My experience with them is opposite of everything they're claiming on their website. I have been professional, friendly and reasonable with all their staff throughout the whole process. The fact that the dispatch is now actively hanging up on me and refusing to resolve this matter is completely unacceptable and disappointing.

• Initial Complaint

  Date:09/08/2023

  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.

  To Whom it may concern,
  I had an issue with my ******* *********** Fridge (the fan was making a very loud noise and the back of my fridge (behind the Evaporator cover) was freezing up).
  • Date of initial service June 3, 2023
  • The amount of the invoice I paid was $665.44.
  • The business committed to me that now the repair is done "it’s a new fridge".
  • Jul. 2/23, Service technician came back out as the issue was worse than before. **** came and thawed the ice buildup off the coil and set the temperature from Celsius to Fahrenheit. He said that the problem was that the temperature was set wrong, the setting was what he set it to I had only changed it to Celsius from Fahrenheit. Jul 26/23, the fan noise was back. I called the company and didn't get an answer until Aug. 1/23, I was told "a service tech. will get a hold of me right away". Aug. 2/23. I called throughout the day. Aug.3, 2023 I called throughout day again and finally got an answer @ 16:00 and again was told "a tech will get ahold of me". Aug.5/23 the fan noise was gone I check the temp. it was 15C after being closed all night long. I removed my $300 of groceries I had just bought and used a steamer to thaw out the issue. I put it all back together and now the fan isn’t working at all.
  • The nature of my dispute is the company won’t answer their phone (************). They have multiple numbers (1-866-223-5498) never mind fix the problem they made worse.
  • The invoice number #*****

• Initial Complaint

  Date:28/07/2023

  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.

  My fridge had stopped cooling so I reached out to Appliance Repair Expert to come diagnose and fix. Within 2 minutes of the technician entering my home he claimed to know exactly what the issue was and ran to his car to get a new circuit board. After plugging in the circuit board he was completed in 8 minutes from start to finish. I was charged for 2 hours of labour and $400+ for the parts for a bill of $600+. After asking for more details and why the $200 labour charge when the call out was $80 I was told to pay. At that point my fridge was working and despite the high charges I was just happy to move on.
  Fast forward a few weeks and my fridge started experiencing the same issue and not cooling. I called the main line and was told a technician would reach out to me which was done within an hour. He assured me he would be there the next day to diagnose and repair. After not hearing anything until the evening of the promised repair date I got a text (never a call back) that the technician had “car troubles” and would be back the next morning. From then on it’s been phone calls, texts and no response at all from the company or technician. This whole event feels like a total **** and I wish I had just repurposed the $600 into a new fridge which I’m going to have to do now anyways.

• Initial Complaint

  Date:17/07/2023

  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, I would like to file a complaint about Appliance Repair Experts.
  
  I have contracted their service for my washing machine that broke and and after 3 visit my machine is still not working. I am unable to reach the company by phone or email. I've tried several time and do not get a reply.
  
  -First technician visit on June 19th. Paid for a 260$ diagnostic, they told me the motor had to be replaced.
  -Second visit on June 26th. They replaced the motor and I paid 540$ , they left telling me the machine was in perfect functioning order.
  -5 days later the machine stopped working.
  -Third visit on July 3rd. The technician visited, replaced a sensor in my machine. He left my appartment , then called me AFTER to say he had to replace a sensor on the machine and the price was 265$. I was not warned before this piece had to be replaced. So I was obliged to pay the bill and was told the machine was working perfectly this time.
  -Finding this strange I contacted another washing machine expert and he told me this sensor didnt exist on the machine.
  -Also my renters contacted me saying the machine was now making extremely weird noises.
  -July 16, my renters said the machine broke again.
  
  **** ** *********** *** **** **** ****** *** ** ******** **** **** ** **** ** *** ******** *** ***** *** *** ******* ** ********** ** ******* I can only contact the technician because I have his phone number. Also they don't indicate details on their invoice.
  
  I only have 1 invoice as if they came once with the different payment dates on it . **** ** ******** ** **** *** ******* ** ******* ***** **** *** *** ******* I need them to fix my machine now, honor their guarantee and explain what is going on. I have paid 1100$ already for nothing. ** ******* *** ** ***** ** *** *** **** ****** *** *** **** ** ***** ***** ******* **** **** ***** *** ** ********** *** ****** **** **** ** ** ******** ********** * **** *** *** **** ** **** *** ****** 
  Thanking you in advance.

• Initial Complaint

  Date:13/07/2023

  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.

  The website says that the service call fee is waived if they come back and fix the problem. I paid the service fee upfront and they said they needed to order a part. They never called me back. They avoid phone calls they avoid emails it has been 3 1/2 months. I believe this is a **** company that makes you pay the service fee upfront. They do not actually fix anything, nor do they come back with any parts.

• Initial Complaint

  Date:10/07/2023

  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.

  This business is a **** I asked them how much it cost to come in and check my appliance. I never scheduled anything and they said I did and send me a collection payment. I keep getting threatening letters saying I'm going to have a debt collector come and that I HAVE to pay them.