ComplaintsforQuality Appliance Repair (Calgary) Ltd.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - Contacted this company April **, 2023 to repair our range - Technician came out for initial call out and to diagnose the problem April **, 2023. Initial call out fee of $****** was paid for this visit - Diagnosis was that main PCB needed to be replaced - Technician had ordered the parts but had to reschedule on multiple occasions as the incorrect part was provided.- It is now July 2023 and after months of waiting the technician had finally received the main PCB board and came to replace the part which did not fix the problem.- Initial diagnosis was incorrect and the technician stated that the problem could be the touch panel. He put in an order for the touch pad which was a special order item.- After months of rescheduling and pushing the service appointment back as the ordered part has not arrived I have stopped receiving communication from the company - Starting Sept ***************************************************************************************** back. The reception picked up a few times only to tell me that the product ordered has still not arrived. The reception also said she would have the technician reach out to me but I did not receive any calls. Emails were also not replied to.- I have confirmed with the parts company that the special order item should only 2-4 weeks. They have also confirmed the an alternative part is also available which could be used on our range.- It is now November 2023 and there has been no call back from the technician or the company - Complaint is being filed for malpractice and breach of duty to complete the service that was requested and paid for.

  

  Business response

  09/11/2023

  Yes sometimes Diag can be wrong and we use that with the part we went to install to help narrow down complicated problems. 

  I have no emails from you. 

  WE don't hold parts from customers and we're at the supplier everyday. Also our dispatch is checking on items and jobs to make sure customers stay up to date the best we can. 

  This job will not continue as your complaining here instead of sending me an email. 

   

  Best wishes. 

  Customer response

  09/11/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  Attached is an email thread that has not been responded to by the business.  This is also after multiple attempts to get a call back from the technician who the receptionist had confirmed that she had passed along a message to give me a call.

  There has been no accountability on your side to attempt to update me.  If you are at the suppliers everyday it should not take months for you to make a single call back to your customers to update them.

  Refusing to continue with this repair would mean that you are breaching our contract.

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

  

  Business response

  09/11/2023

  That's fine, our contract and what you paid for was a diagnostic, we kept working on it after the initial computer we suspected didn't work. That's how that works, we have no contract for repair and you haven't paid for a repair until we actually do the repair, that's how we keep it simple.

  Yes we're at parts every day. It takes what it takes, I heard the order was cancelled because the part hadn't come in over such a long period of time the suppliers computer ends up kicking them out, this isn't the first time it's happened and it won't be the last for long awaited parts. 

  My dispatch also told you the techs usually don't call over missing parts there's nothing they can do. She warned you. They are busy working. The office is your point of contact. 

   

• Initial Complaint

  30/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 23/06/15 I phoned Quality Appliance Repair for dishwasher repair. The receptionist quoted ****+GST service charge saying this would be deducted from further work. After making an appointment over the phone, I got a confirmation email. I replied via email with ************ the Make/Model #, identified the problem, troubleshooting and solution. I received no reply.On 23/06/19 I explained the problem to the visiting technician, showed my troubleshooting and said it was an inlet valve problem. The tech did not touch or examine the machine. He listened, read my email back to me and stated I had done everything he would have done. He said he would have to fetch the part and upon return would charge me an additional $***. Two visits = $***. I was surprised he did not arrive with the part. He offered to lower the cost of labour to $***. I declined to pay the initial charge because 1) there was no diagnostic assessment or service performed, 2) by disregarding my attempt to have the repair done in the first visit, I would be charged a second visit, and 3) the $*** quote was different from the initial quote.I emailed the business owner. He referred me to job confirmation email which listed two service options: Call ********** Rate Quote. Despite my initial email with info. there was no reply clarifying or confirming the process or charges. The owner said my non payment was "theft". I replied that I still did not understand the breakdown of costs. The owner replied with what I had been told by the receptionist. I had also received a text from the tech quoting $*** on labour.To date, I am still confused as to the cost breakdown of either Call Out or Flat Rate, and Assessment/Diagnosis or Repair. Because of this lack of clarity, and the unhelpful replies, I do not want to continue with this business. On 23/06/26 I paid the $***+GST but desire this to be refunded because there was neither an assessment nor repair provided by the tech, and the confusing/conflicting prices.

  

  Business response

  10/07/2023

  Attached is a screen shot of the email chain of our response and her only asking for an invoice after and nothing else. Also our full length response which takes more than **** character limit of this app. 

  Customer response

  14/07/2023

   Complaint: 20258113

  Thank you for your reply. However, you are missing the point. Your arguments and accusations do not clarify the situation. The point is that neither your receptionist nor the appointment confirmation email indicate the PROCESS required for obtaining a Flat Rate call. The receptionist did not offer any more information when I asked about emailing the make/model#.  There was a purpose for providing that information which was disregarded. The confirmation email only states to accept a Flat Rate. It does not state how to get a flat rate nor that the client is required to provide a part number.  It is unfair business practice to clarify the terms AFTER the first service call.  The Owner only replied to my emails AFTER the unnecessary service visit. 

   The owner states So now its all clearly stated when someone wants specific quote for a known part.  Please let me know WHERE this is stated prior to the first service call. If you required a specific part number, I could have provided one had you been clear that this was the PROCESS and was required in advance of the first visit.

  The Owner states:  the request for service was a diagnostic request and a confirmation of a diagnostic is still a diagnosis on our end. This is your assumption based on the fact that you disregarded my email reply. I did not ask for a diagnosis as I had already identified the problem to you in my first email.  And you continue to disregard my email reply by saying regardless of all the other info sent. It puzzles me how you can disregard communication and unilaterally determine the service to your benefit.
  
  Once again, please define the PROCESS for requesting a Flat Rate. My goal is to inform you that I find your service terms to be confusing and respectfully request that you acknowledge your failure to communicate and clarify your terms in a timely manner, and to assist you in providing clearer terms for your future clients. 

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

  

  Business response

  14/07/2023

  No sorry, our terms are clear. If you want a quote for specific part you request this otherwise you get what you ordered a service call. Says that in the call email which ****+ people get and understand yearly. ****% it's clear.

  Your failure is one of understanding and then trying to throw it back on us. Under no circumstances do we work for free and will not be refunding our time. 

  Customer response

  20/07/2023

   
  Complaint: 20258113
  
  I am rejecting this response because:
  

  You state your terms are clear:  They are not.  Please address the facts and refrain from gaslighting.  
  Why did you not reply to my first email informing you of the make/model # and problem?
  Why did you send a tech to diagnose the problem when I had already diagnosed and informed you of the problem?
  Where does it state that the confirmation of a diagnosis is the same as a diagnosis?
  Where does it state the PROCESS to REQUEST a flat rate?  Your email only states When you accept our Flat Rate.
  Where does it state that the customer is required to specify a "known" part?  
  My time is also valuable. You are requiring payment for not doing any work as the diagnosis was already completed.  Your negligence in identifying your terms and not responding to my email has resulted in an unnecessary service call for which you are responsible.  Based on these facts, a refund is in order.
  
  *************************

• Initial Complaint

  30/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had ***** with Quality appliance repair out before Christmas to look at our Fridge and stove. They came out and looked at our appliances, billed us $****** and said that they would provide a quote but that we should replace the 7 year old appliances for gas (which our stove was electric) for $*****. The quote had to be requested and it was provided to us, $*** for the stove repair - two boards and $*** for the fridge - ice maker and which would resolve the freezing at the back of the unit, plus GST. The service call of $*** would then be applied to the total cost, bringing the total to $***** (inclusive of GST). We agreed to the quote to repair as there was no mention that it may not work nor was there anywhere on the quote or terms that we would be billed for time in the event the repairs were not successful. They arrived before the holidays with parts however, after the first visit was unsuccessful to repair the stove, which we were told that ******* sent the wrong part, they charged us $***, even though only the fridge at this point, which was quoted at $*** and was in addition to the $*** service call that supposed to be put toward the flat rate quoted amount. We received a call later saying that we needed to pay an extra $** for overnight shipping, the part did not arrive overnight and they returned a week later with this new board. Again, could not repair the stove. The solution was to throw more money at it and when we asked about getting the additional money we paid back they refused. They returned after leaving our home and offered us $*** in cash, which brought the total amount we paid to $*** even though only our fridge issue was repaired (quoted at $***). In addition, two days later the fridge froze up again!!!! I reached out to the owner *****, in hopes that he would consider how it was handled as this was not what we agreed to and his response was that we didn't listen and too bad, ***** *** *** ********** ** *** *** **** ** *** ** ****** **********

  

  Business response

  30/01/2023

  ******** is the reply. 

  Customer response

  04/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: There is nothing offered as a resolution, just pointing blame at a customer and calling them *****, the proof is in the information provided. I have given multiple opportunities for this person to resolve the issues he created by taking our money without any right or agreement. If no settlement or refund is received I will be filing at small claims court for the full amount and the filing fee as provided below:

  
  

  The fridge repair was $***

  Minis the service call fee$*** (this was within the quote and is just the call out for one appliance, we paid for two)

  The total cost of the fridge repair should have been $*** + $** for the second call out that was not repaired 

  We paid $*** 

  The amount owed to me, or my husband, doesn't matter whom, although my name is on all the documentation provided is:$***
  
  Sincerely,
  
  ******* ******

  

  Business response

  06/02/2023

  Absolutely not, we won't be bullied by ***** and *******. We don't work for free and this isn't the first time we've had to deal with small claims, though it's usually us doing the claiming for unpaid bills, so we are familiar with the process. ******** **** ** ****** *** * **** ** ** *** *** *** ******   **** 

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