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Business Profile

Appliance Repair

Express Repair New York

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Appliance Repair.

Complaints

Customer Complaints Summary

  • 19 total complaints in the last 3 years.
  • 17 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:11/08/2024

    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.
    On Aug. 2, 2024 my ** refrigerator broke. I called the manufacturer service #. They gave me 3 approved repair services near me. None could come until Tuesday. I panicked! I called Express Repair. Their repairman came that morning. The compressor was bad. The order take 3 -4 days. It took 13 days! He was coming the 14th, but he stood me up. No apology. I lost a whole day. On the 15th he came. After looking at it, he brought the wrong part. At that moment I got upset, figuring it would take another delay. So I called and cancelled. The manager, ******** questioned why, they have the part, which obviously wasn't so. They sent me a bill for $222.24 for the inspection and a fee for restocking the part, even though they had ordered! I was never given a written contract! I only signed for the deposit At the same time, ** called, they were sending a repairman on Aug 16th. This was from the Total Appliance Solutions of ********. *****, the man who inspected the unit, realized besides the compressor, it needed a new mother board. So the Express repairman could not have been able to fix the unit. ***** fixed the refrigerator finally.I had disputed the $300 deposit with my **** card I had given to the first repairman. At no time was I given a contract. Talking to the Express manager, I told her I was not going to pay for something that was their fault. I offer to pay for the inspection, which was ********** a vendetta, they decided to send me another invoice for $744. I told them they were out of line since they never repaired the unit. Then they turned this into a collection agency. It is an abuse, and they are taking advantage of a senior citizen they totally mishandled and never performed any work except the inspection. Total Appliance Solutions of *********************************************** may be contacted. ***** was the repairman. Phone number ************.I had already paid $300 and with the new charge it comes to $988, which is absurd and abusive.

    Business Response

    Date: 11/11/2024

    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: 11/14/2024

    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:

    Hello. The first message with this text was received on Monday. In it, this woman, ********, indicated she had a solution for this case, however, when I finally was able to talk to her, she heard me in a more civil way than in the 2 previous occasions, the last one being on October 31st, and the other one was on Tuesday, November 12, in which she didn't have any solution, as she had stated in the response to this letter from BBB. Her answers are always "I'll check with Accounting"....Trying to call the business one is placed automatically on hold. It could be minutes before anyone answers and it takes forever to reach this person, ********.
    The history is this:

    Right after I talked with her on October 31st, she went on ahead telling her she had the deposist of $300.00, she decided to send it to a collection agency based in *******, ******, who sent me a notice. My answer was that I had reached the Better Business Bureau of NY and was still under investigation.
    Last Tuesday, November 12, the same thing. She pretended the $300.00 deposit, which I had disputed with the **** card, was not received by them, when in reality, **** had denied my claim and sent the money back to them.
    It still incredible how they want to make a case out of their incompetence. I never had a contract. All I signed was for the deposit when the repairman first came on August 2nd.
    I cancelled on August 15th, and then they began to send me invoices. The first one was for $222 and I questioned the fact they wanted me to pay to restock the part the mechanic had obviously no clue as to which was the correct one. This went on, and then they proceeded to charge me $768.78 for the repair of the refrigerator which never happened. Besides, the refrigerator was fixed by the ** authorized repair shop Total Appliances Solutions. The problem besides the compactor was the 'mother board' which was damaged. Express Repair had no clue and on top of this they brought the wrong part after almost 2 weeks since the original inspection. Needless to say, at that moment, I decided they were not serious and honest to do the job and that's why I cancelled.
    Thanks for listening to my complaint. This company is lying and is harassing a senior citizen with malice.


    Sincerely,

    **** * ****




     
  • Initial Complaint

    Date:11/05/2024

    Type:Service or Repair Issues
    Status:
    UnpursuableMore 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 ** refrigerator broke on August 2, 2024. ** had guaranteed for 10 years. No repairman available until the next week. In the heat of August!I panicked! Started calling repair shops. The only one who could send someone right away, was Express Repair. The repairman came that morning. A new compressor was needed. It would take 3 to 4 days. Actually it didn't arrive until Aug. 13, assuring service the next day. On the 14th he never showed up. No calls, or apology. On the 15th, the repairman came with the wrong replacement! That meant another delay. I called the office and cancelled. I was told that I would have to pay to have the part restocked. At the same time, I called the **** card *** to dispute the charge. Finally I spoke to ********, a manager. She was aggressive, but at that moment, I was fuming. She asked me why was I cancelling if they had the part. That was infuriating, and a lie. It was not my mistake in bringing the wrong piece.The next day, I contacted **. They referred me to Total Appliance **************, their authorized repair shop. Being within the guarantee, they sent, *****, on Aug. 16th, who checked the unit. In addition to the compressor the computer panel was found damaged. It needed replacement. The job was finished by Total Appliance Solutions.The Express Repair sent me a bill on Aug 15 for $224.44 which I told them was ridiculous. They keep sending me invoices now for $744. I have refused to pay. They never performed the job, so They are out of line. It wasn't my fault the wrong diagnosis. Without the computer, it would never have been fixed.Thursday, October 31, they called to tell me they had send the invoice for collection. They didn't even included the $300.00 deposit that **** had not been able to clarify. I suggested to finish the case to have the original amount ****** taken from the deposit, to no avail. I would like someone at BBB to consider the case. And hopefully, help me.Thank you for listening.
  • Initial Complaint

    Date:09/23/2024

    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 May 16 2024 I contacted the company to fix my stove. They sent a technitian to diagnose the problem and took a deposit of $475 (which I later disputed with my bank). They said they would order the part but didn't contact me for a month. I followed up and they said they were still ordering the part which can't be true, why would it take so long. (I called another company and they came within a week with the part, so it doesn't take that long.) Then this company tells me I can't cancel the order or get my deposit refunded and when I dispute the charge with my bank they dispute it and keep sending me invoices. On Sept 23 I called them with another issue with my stove and mistakenly called them (I thought I was calling the other company that actually fixed my stove). They told me they fixed it before, which was a lie and I mistakenly signed the invoice so that they could fix it again. The invoice is now up to $1161.79. They haven't done any work for me ever, and did not follow through on what I initially hired them to do. I should not owe them anything.

    Business Response

    Date: 09/26/2024

    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:08/28/2024

    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 contacted Express Repair on 6/27/24 to diagnose and repair my washing machine if possible. A tech responded on 6/28/24 determined what he considered to be the problem informed me of the cost $168 plus the fee installation I agreed and paid an initial deposit of $200. He ordered the part needed I was told 2-4 business days which turned into 5 weeks and several calls later he returned on 7/29 to install the part which did not work! He stated another part would be ordered he thought should work he returned on 8/3/24 and again was unsuccessful in repairing the machine! I stated after 6 weeks and no resolution Im done and will have to purchase a new washer . Im out $200 and no repair and now being aggressively hounded for an additional payment of $90.71 and the PROBLEM WAS NEVER RESOLVED! Calls are coming in several times per week since I made the decision to not waste any additional time and money paying to launder my clothes and purchased a new washer! HORRIBLE EXPERIENCE AND MANAGERIAL SERVICE

    Business Response

    Date: 09/09/2024

    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:07/22/2024

    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.
    Express came to my home on July 3, 2024, to repair a malfunctioning display panel on my Bosch oven (the oven itself functions fine). The technician said the panel needed to be replaced. I had agreed to nothing, signed nothing. No repairs were done. No estimate given. Yet the next day, Express emailed a $107 invoice for that visit. I did not pay this hidden fee. By July 17, I had been harassed with 13 emails, 11 texts and 12 voicemails threatening to send my account to a national collection agency and to add more money to my bill. They already had, doubling the invoice to $215.58 just a week after the first invoice. (all this is a violation of the *air Debt Collection Practices Act). Aside from objecting to the fee, I had discovered the * rating by the BBB. Also, Express is not authorized by Bosch, though Express had told me it was and suggests so on its website. Express told me no parts were available and they only buy from the manufacturer, so they couldnt do my repair. I had found refurbiished panels for sale on ***** for $49.95. The existing panel can be repaired for $175 by *ix Your Board something I had been assured in advance Express could do. Express was not qualified to do that. They finally texted an estimate, on July 15, for an unreasonably high $748, with no guarantee. Considering the shoddy work Express is noted for on BBB and other review sites, and their dishonest practices, I will not use Express or pay them for doing absolutely nothing. (I have attempted to upload evidence but it doesn't stick.)

    Business Response

    Date: 08/06/2024

    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: 08/08/2024

    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:

    Express Appliance Repair, aka Express Repair, merely sent an automated response, the same response it attaches to every complaint. The company has made no offer nor attempted a resolution. I will settle for only this: for Express to waive its unearned fee, and to cease the phone, email and text harassment.

     

     

     

     

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


    Sincerely,

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




     
  • Initial Complaint

    Date:04/05/2024

    Type:Product 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.
    This company is offering a really poor service and I feel scammed. The background is that they sent a technician to fix a fridge and he came but zero work was done. The technician insisted my tenant send $150 by Venmo. After that we did not hear from the company again for 3 weeks. I had been calling and calling about a follow up. After 3-4 separate phone calls and emails they finally issued a $42.21 refund which makes no sense and does not cover it. Please help, please provide full $150 refund. Its bad enough the amount of hours wasted on the number of calls and emails about this. Thank you

    Business Response

    Date: 04/12/2024

    Hello ****** ,
    My name is ******, I'm a costumer service manager at Express repair.
    Please give us a call back **************
    And I'm positive we will resolve your problem and you will be happy!

    Customer Answer

    Date: 04/22/2024

    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:

    [Your Answer Here]

    ****** or ******** called me and made me an offer but then did not follow through with the promise: We have not received any money back via Venmo and I have not received any emails from her confirming any kind of credit note. I have phoned once and emailed twice since she called me. As such, I would like to ask again for the full $150 sent back into the Venmo account now please.

    thank you 

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 04/24/2024

    Hello ******, 

    apologies for the delay, 

    you call her office and book an appointment which we explained to $99 service call to come and diagnose the problem. Our technician rev site on time is diagnosed that one of the parts required to be replaced and for the repair you pay the hundred for the $150$ 

    The part is NLA Therefore, we made a refund of $42.21 confirmation number ****** was done on April 5 1:38 PM back to your credit card

    You still need to pay for the diagnostic fee with and perform.

    On April 12 at 1:52 PM you spoke with ******** and agreed that the service call you paid will go towards your next repair that you said he was very satisfied and you will.

     

    The only payment was for the initial agnostic for your appliances nothing more therefore funds will be done on that case. 

    If you have any questions, feel free to contact ******* *********************************************************** 

    Customer Answer

    Date: 04/25/2024

    Better Business Bureau:

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

    Sincerely,

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



     

  • Initial Complaint

    Date:03/28/2024

    Type:Product 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.
    We first had someone come to help us with our machine on February 28th. He said it just needed to be serviced and that would cost $200. We agreed. After servicing the machine, it still didn't work. He then said the motor needed to be replaced. He said that would be about $400 and take 4 days. We asked if it was worth it vs. getting a new machine and he assured us this would fix the problem, this was a good machine and it would be more cost effective (and quicker) than getting a new machine. It did not take 4 days. Instead it took 3 weeks. No one from the office called to tell us it would be delayed, we had to continually call to check. One of the reasons we chose this route was the speed, as we needed our washing machine to work ASAP with a newborn. When the part finally came in, and he installed the motor, it STILL did not work. He then said it was a short circuit issue and he could fix it. He could not. Instead, he now tells us we need a new control panel part. He said he would tell us how much that would be but he never followed up nor responded to our texts asking how much it would be. We are now one month out, have paid $637 and still do not have a working laundry machine. We have tried to reach the company numerous times and they say they will call us back but they have not for over a week. We are in the middle of a job we paid for and they are not returning our calls or helping us find a resolution. Put simply, this technician kept charging us for ways to fix our laundry machine and he did not deliver or complete the job. We would like our money back and to move on.

    Business Response

    Date: 04/12/2024

    Hello ******,
    My name is ******, I'm a costumer service manager at Express repair.
    Please give us a call back **************
    And I'm positive we will resolve your problem and you will be happy!

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