Complaints

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:05/23/2025

  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.

  I requested a repair to my washer machine. On 4 separate occasions, a new issue was reported by the repairman. With a request for a 5th visit . The technician and the business are on two different pages at all times . Whether its the parts ordered, the times of the visit. The business took $250 and failed repeatedly to fix any of the issues.

• Initial Complaint

  Date:05/22/2025

  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.

  A technician from Express Repair came to my home on Monday, May 12th to look at my dryer. The technician diagnosed the dryer and said it was not producing heat due to a faulty thermal fuse. He quoted me for $343.00 and said I would have to pay half now and half when the job was finished. The part that needed to be ordered was said to arrive in 3-5 business days and I would receive a call to confirm a second appointment for the install. I was called and told the install would be done Wednesday, May 21st between 10am-12pm. I received a follow-up call on Tuesday, May 20th to confirm my appointment which I learned was now switched to 12pm-2pm. On Wednesday, May 21st at 2:54pm I called the company to see where the technician was. They informed me my appointment was switched to Thursday, May 22nd. I had taken off work to be home for the technician on Wednesday, so this was very inconvenient. I asked for an email to confirm my new Thursday appointment that was inconveniently placed on me. I received that email on Wednesday, May 21st at 3:35pm. I then received a call at 8:41pm that night to tell me my appointment was now moved to the following Wednesday, May 28th. This was unprofessional to me, so I asked to be refunded and was told a manager would reach out to me. I received a phone call from the manager ******** at 11:10am this morning regarding the issue. After explaining the situation to her, she told me that a technician was supposed to be at my house Wednesday, May 21st and asked if someone came. I said no, I was told it was changed to Thursday. She said she was going to take care of it immediately and get a technician out to me and she would call me right back. She never did, and when I called to speak with her, I was told she left for the day. I would like to be refunded. This business has many complaints like mine. Please help prevent this from happening to others. Ive attached my invoice as well as the email confirmation they provided to me for my installation.

  Business Response

  Date: 06/06/2025

  
  Thank you for your feedback. We apologize for the inconvenience caused by the scheduling changes and lack of timely communication.
  After reviewing your case, we acknowledge that the service experience did not meet our standards. We have issued the refund as requested, by check, and it will be sent to your address.
  Your concerns have been noted, and we are taking internal steps to improve our scheduling and customer service processes.
  Thank you for bringing this to our attention.
  Sincerely,
  Express Repair ****************

• Initial Complaint

  Date:05/08/2025

  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.

  On Monday, May 5th, I called Express Repair to inquire about having someone come look at our dishwasher that stopped working. During the initial conversation, an agent (*******) noted that there would be $99 for the maintenance/repair, plus the cost of parts but that there would not be a charge if the dishwasher could NOT be fixed. I said I wanted to cancel because the charge of $99 seemed to high and she assured me that there would be no charge if it cannot be fixed, so I agreed.The individual that came to look at the dishwasher noted that the cost to repair would exceed the cost of purchasing a new machine, therefore not worth fixing it. He then attempted to charge me $179 and when I asked why, he could not explain what the charge was related to.The following day, I received a call requesting payment and when I disputed the charge, they threatened to send me to collections. I asked them to review the recordings in which ******* assured me that there would be no charge if the machine could not be fixed and they refused. On May 8th - I received another call, again requesting payment and when I again disputed the charge, they attempted to upcharge me an additional $99 making the total $215 and again threatened to send me to collections. Without choice, I was forced to agree to pay the original $99, despite them telling me I would not have to.Their business practice raise concerns of unethical and fraudulent activity. They use scare tactics to force individuals to pay, not excluding the attempt to upcharge unfairly.

  Business Response

  Date: 06/05/2025

  Dear ******
  Thank you for your feedback. We understand your concerns and regret any miscommunication. Our goal is always to be transparent and fair with our customers.
  Were pleased that we were able to reach a mutual understanding and that the case has now been resolved.
  Thank you for your cooperation. Please dont hesitate to contact us if you have any further questions or need assistance in the future.
  
  
  
  
  
  

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair 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 March 20th I reached out to Express Repair to see whether our freezer in our garage refrigerator could be repaired. The technician Vitalii advised that he installed a compressor booster to see if that would resolve the problem. If it doesnt, the compressor would need to be replace @$1,200 and that I should contact the office to get a partial refund, if the repair that he performed did not work. I place an ice tray as a test. It was frozen on March 21 however, on March 22, it was no longer frozen. I emailed the company at ********************************* to inform them of the situation and call and spoke to a representative on March 24. ********, the manager called and spoke to me on March 25 to get more information and was to call me back. After a number of follow calls to ********, she finally call me back on March 31st while I was in a meeting at work. Ive call her back a couple of times and left a message. Ive been advised she was either at lunch or on another call. I was just going to pay the $100 service see for his visit but he seemed hopeful that the boost would take care of the problem. So I went ahead with the repair and paid the $301.63. The part, the technician mentioned was @$80 plus tax. To add insult to injury refrigerator part, is now no longer working as a result of this repair. I would like to note that the technician and I agreed that it would not make sense to pay $1200 to replace the compressor when you can get a new refrigerator at that price. Also, they may have me at **** rather than **** ***********. In my email to them I requested that be corrected. I am reaching out to the BBB for assistance is getting the partial refund I was told by the technician I would get, since I dont believe this company is truly trying to give it to me.

  Business Response

  Date: 04/17/2025

  Hello ****,
  My name is ********, and I'm a **************** Manager at ********************.
  Please give us a call back at **************. I'm confident we can resolve your issue and ensure your satisfaction!
  

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and consider the matter resolved.
  
  Sincerely,
  
  **** ***********
  
  
  
   
  
  

• Initial Complaint

  Date:03/31/2025

  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.

  Person was incompetent. Couldnt open or fix our dishwasher but told us we owe them $450 when he didnt even know what the problem was also, he refusedto leave after I told him to get out because he was rude and again incompetent I told him I would speak with the company, but refuse to speak with me. I have a video showing I was trying to call the police.

  Customer Answer

  Date: 04/25/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Express Repair New York regarding complaint ID ********.
  
  Sincerely,
  
  ****** *****
  

• Initial Complaint

  Date:03/25/2025

  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.

  I had a hose replaced behind my refrigerator and within days I started to hear a hiss sound when getting water from the front. I thought nothing of it until I recently saw water leaking from underneath. When I contacted this company, they refused to come fix the problem and wanted to charge me again. Now I have to do the fixing myself because I dont have the money to fix the issue again. They charged me $300 for a new hose last time and even asked for a tip. Buyer beware!!!

  Business Response

  Date: 04/09/2025

  Hello  *****,
  
  My name is ********, and I'm a **************** Manager at ********************.
  
  Please give us a call back at **************. I'm confident we can resolve your issue and ensure your satisfaction!

• Initial Complaint

  Date:03/17/2025

  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.

  Elderly abuse. They do not provide the service stipulated. Workers unable to speak basic communicational english call from blocked phones to provide updates and then they send invoices for cancellation fee that one never agreed. Called the company that does not have a clear location as BBB archives and the *** from uses scam and fraudulent techniques and shouts threatening customers to pay or will send the invoice to collection over the phone. I want and invoice with a cero balance sent by mail and an apology for all the stress we had incur over the past month.

  Customer Answer

  Date: 04/12/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Express Appliance Repair regarding complaint ID ********.
  
  Sincerely,
  
  **** ****
  

• Initial Complaint

  Date:01/28/2025

  Type:Order 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.

  Never did any work. never showed up. Then company contacted me and threatened me, that I owe them $107.00 cancellation fee. I have been contacted and threatened nearly a half dozen times.

• Initial Complaint

  Date:12/09/2024

  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.

  I called ExpressRepair in early November to fix my broken freezer. They were initially very responsive and a tech came to evaluate the problem. He said it needed new parts with a total quote ~$700. I paid half the invoice and scheduled an appointment for when the part came in. At the appointment, the tech never showed. Once rescheduled, he continued to text that he would not come. Then the company told me that the part had not come in, despite previously telling me that it had. Today, they charged me the remainder of the invoice despite having had no service and no parts. My freezer is still broken. This is a pattern of delay to wear down consumers in need. I have also alerted the ******************************************** and other protection agencies. I believe that this company is a complete scam and must be prevented from continuing to prey on consumers.

  Business Response

  Date: 12/15/2024

  Were sorry to hear about your negative experience and apologize if there was any miscommunication on our part regarding scheduling or updates about part arrivals. Were constantly working to improve and provide better service to all our customers, and we take your feedback seriously. That said, wed like to clarify the situation regarding ********. We made multiple attempts to contact him to resolve this matter, but he was unresponsive. When we did manage to speak with him, he didnt allow us to schedule the repair and instead told us to stop calling. He then accused our company of being a scam and threatened to report us to the Attorney General.
  We understand how frustrating miscommunication can be, and we truly regret any inconvenience caused. However, its disheartening to see a situation escalate like this despite our efforts to resolve it. ******** has  has chosen to use his position as an attorney to file a formal complaint, labeling our business as a scam and leaving an unjustifiably harsh review online.
  We want to emphasize that we care deeply about our customers and work hard to serve our community with integrity. This situation could have been resolved much more easily with open communication, but ******** has unfortunately taken a confrontational approach. We remain committed to resolving this professionally and fairly. Were ready to find a solution if hes willing to engage constructively.
  Thank you for giving us the opportunity to address this matter.
  
  

  Customer Answer

  Date: 12/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  I believe that this business is being untruthful about their business practices. To begin and make crystal clear, I never mentioned my profession and did not threaten to report them to the Attorney General. I did inform them that I had filed a complaint with the ********************************************. More importantly, the company has also failed to come clean about their deceptive practices or address any of the delay tactics employed throughout this experience. Here are the key facts that they have not addressed in any detail:

  1. After an initial payment, an initial visit, and a second appointment being scheduled, the technician was a no show without explanation. Both the tech and company then tried to cancel a new appointment.

  2. After scheduling an appointment to install a new part, the company then claimed that the part never arrived. They have yet to explain why they would schedule an installation on 11/26 but then claim the part did not arrive on 12/3.

  3. There have been no attempts by the company to resolve this. Instead they have tried to obfuscate and blame me. There has been no refund issued, or attempts to provide a refund. 
  

  I continue to believe, based on my own experience, the experience of other consumers, and the business actions in response to this complaint, that this is not a legitimate business. I am happy to discuss this further at any time.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** *******
  
  
  
  
   
  

• Initial Complaint

  Date:12/03/2024

  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.

  Repairman was here. He said control board was 80% working. We used the dishwasher and it was not working properly. On November *******, i called and asked to order the control board. I was told I had to make a deposit for the part. I used my credit card to make the part payment. And now since they say the part is in. A repair schedule was made at least 4 times. If I dont call to see where the serviceman is, no one calls me to let me know when hes coming or not. As of this morning, I was told he was coming on his day off. But when I called express, the girl said didnt he call you. Of course not. I no longer have confidence in this company and will no longer use.

  Customer Answer

  Date: 12/28/2024

  At this time, I have been contacted directly by Express Appliance Repair regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]I want a refund for the part since I was constantly told that my service to install the part was put off for 4 days. I feel they never ordered the part  therefore I want my money refunded. I have since contacted my credit card for this dispute.  This company has a bad reputation. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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