ComplaintsforUnimaster Appliances & Food Equipment Services Inc.

• Initial Complaint

  29/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contacted this business to fix my malfunctioning range hood - it was making scraping noises and appeared to be the fan/motor. Instead of asking for more information, the company said they would come and take a look at it, and kept on insisting to come on a different scheduled time. On Aug 4 around 3pm they came, spent less than 5 minutes looking at the range, turning took 3 photos and left. A few days later, I had to contact them for a follow up and they claimed they couldnt find the part and asked if I can find the previous owner of the house over 10 years ago to get more information on the hood (an unreasonable request). Further follow *** they claimed I should look for the part myself, get a second hand part or get a new range hood. I asked if they installed new range hood and they do not. I asked if the business could offer a partial refund, and they said they would ask head office but they never got back to me, and this has been over a month ago. Seems dubious to charge $100 for literally less than 5 minutes of work, poor communication, and offload work to the customer. Im reasonable; not asking for a full refund and attempted to resolve it with the company, but this screams poor business practice, especially for a BBB accreditation.

  

  Business response

  26/10/2023

  Hello,

  The customer reseived an email from us at Thu, Sep 7, 2023 at 8:26 AM. The customer was asking for a partially refung and we are offering a full service call fee refund instead and just waiting for his answer.

  Please see the email below (attached pdf file also):

   

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

   

  Customer response

  03/11/2023

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

  It appears the resolution is contingent on Unimaster receipt of positive review, then Unimaster would be processing the refund. We did not pay through a credit card, therefore the return funds wouldnt be processed in a timely manner. Sorry, I dont necessarily trust this process. 

  As it was a cheque issued, I am assuming it would be a return cheque. 
  

  Issue the refund cheque, and upon receipt of the cheque/cashing it, I will append the review. 

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

  

  Business response

  17/01/2024

  Hi there,

  We are happy to refund the customer the full amount (not partially as was asked). The refund is going to be performed by Etransfer to ********************** (customer's email on file) the same day the bad review from the customer on our ****** business account will be changed to a good one, as was mentioned previously. The e-transfer confirmation will be published here imidiatly.

  Ready for the transfer on our side.

  Thanks, 

   

  Customer response

  18/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  for the same reasons why I rejected the first attempt the business offered, that is, for me to change the review first and then afterwards, they will mail a check.

  I will state again, the business should refund first, then I will update the review.

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

  Customer response

  18/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  for the same reasons why I rejected the first attempt the business offered, that is, for me to change the review first and then afterwards, they will mail a check.

  I will state again, the business should refund first, then I will update the review.

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

  

  Business response

  20/01/2024

  Dear *******************, BBB
  I hope this email finds you well. We would like to express our sincere appreciation for your recent business with Unimaster Appliances and Food Equipment services. We value your business and always strive to provide the best possible service to our customers.
  We understand that there may have been some issues with your recent service call, and we want to assure you that your satisfaction is our top priority. After careful review, we have processed a full refund for the total amount of your purchase Invoice#****.
  The refunded amount should reflect in your account within a day and was performed by ETransfer to ********************** Jan on file 20th, ****. Please check your bank or credit card statement for the transaction details.
  If you have any questions or concerns regarding the refund or if there's anything else we can assist you with, please do not hesitate to reach out to our customer service team at **********.
  We appreciate your understanding and thank you for giving us the opportunity to address this matter. We are continually working to improve our services and your feedback as a good review on our ****** business account as agreed will be highly appreciated.
  Once again, thank you for choosing Unimaster. We look forward to serving you again in the future and providing you with an exceptional appliances repair service.
  Best regards,

  Customer response

  22/01/2024

  
  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.
  

  After receiving the e-transfer for the full amount, I have amended my ****** Review of their business.

  Sincerely, 
  

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

*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. ↩