ComplaintsforExpress Repair

• Initial Complaint

  18/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Details - Date of transaction: Thursday, March 14, 2024 Business: Express Repair The Amount of money being charged: $228.49 The issue: My stove door broke on March 14 and I called Express Repair (found via google), I was in distress and I wanted to know how much it would cost to repair the door. They said they would send someone to come and fix it and I'd get $25 off the cost plus the $99 service fee would be waved. I thought it was a good idea, so someone came and was in my house for 1 minutes and said it would cost $300+ for the repair, that included all the discounts. So, we decided not fix the stove. They said we'd still need to pay the $99 but I disagreed because no work had been done at all! Why would I pay $99 for a 1-minute job? Or lack of a job? The next day, the company called me and said I must pay $99 + tax, but I disagreed. I said I can pay for the person's gas but $99 is ridiculous. So, they sent me an invoice immediately for $200 plus tax. Are they for real. I refuse to pay it because it doesn't make any sense. Later, I read online bad reviews regarding the company. Also, I thought the company was Canadian, but the invoices are from a Florida company. I am not saying I won't pay anything, but $200 is a rip-off for no work at all. I can pay $25 for the person's time to come and check the stove door (1 minute) but anything more is just really unfair, a **** and totally a ripoff. Now, they're saying in the invoice that the extra $99 is for collection cost! What??? Thank you.

• Initial Complaint

  25/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Nov.17/23, I put down a $175.00 deposit for an oven repair using a credit card. I was told 5-15 business days for the part to arrive and then I would be contacted to set an appointment for the repair. I have followed up multiple times only to be told that the part has not arrived yet but it is expected in the next week or two. This has happened at least 3-4 times. My oven has been down for over 2 months including over Christmas. I was told the job would be done before Christmas. Express Repair Canada committed to providing the part and repair in 5-15 business days. This company is unable to provide the service for which they have taken money. They are unable to provide a firm delivery time and seem unable to get that information from the part manufacturer. They have done nothing to try to resolve the massive delay. I would like a full refund so that I can take my business elsewhere and get my oven back up and running. I received invoice #****** on Nov.15/23 for a service visit and then was told verbally that the service visit amount would be deducted off the total repair cost for which I deposited $175.00. I found an advertisement for these guys on the internet and they advertised fast, reliable service. It was near Christmas and we were in a rush to get the repair done.

  Business response

  26/01/2024

  Dear ****,
  We apologize for the delays in repairing your furnace and the resulting inconvenience. At times, materials are sourced from Europe, and unfortunately, their arrival timeline is beyond our control. We understand your frustration and are fully committed to resolving the issue.
  To expedite the process, we have fast-tracked the delivery of the necessary parts and anticipate their arrival soon. Rest assured, we will keep you promptly updated and prioritize scheduling your repair as soon as the part is in our possession.
  Thank you sincerely for your patience and understanding during this process.

  Best regards, 

  Victoria 

  Customer response

  27/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: The vendor, Express Repair, has failed to provide the part/repair in the time-frame that they promised. Not only have they failed to meet their commitment, after being without an oven (this is an oven repair, not a furnace repair) for over 30 days, they cannot provide timing on when they will be able to complete the repair. They have changed the estimated date of arrival 5 times now, apparently just pushing it back by one week every time that I check in. Most recently, they said that the part would be in this past week, which it was not. I have heard nothing from Express Repair regarding the status of the delay or any progress on the delivery at all. It is not reasonable to expect a customer to wait more that 30 business days to repair a critical household appliance. At a bare minimum, I expect to be refunded $63.13, which is the difference between the total funds that I have deposited and the cost of the original diagnostic site visit. Due to the fact that not having a functional oven has caused great distress and inconvenience (including over the Christmas holidays) and that we took Express Repair at their word, I believe that an act of good faith on the part of Express Repair would be to return the funds for the original visit as well to compensate for their inability to complete the job that they quoted in a reasonable amount of time. I would like to exercise my right to take my business elsewhere and be free from any further interactions with Express Repair.
  
  Sincerely,
  
  **** ****

  Business response

  07/02/2024

  Dear *****,
  Your part has arrived. We tried to contact you and left a voicemail. Your satisfaction is extremely important to us and we will be happy to make an appointment with you to complete the repair on your refrigerator. So you can continue to enjoy your appliance.
  

  Regards,
  

  Victoria - Express Appliance Repair 

  Customer response

  09/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: Express Repair was not able to deliver the parts/repair service in a reasonable amount of time. I paid a deposit on November 17, 2023. I was told that the repair would be scheduled within 5-15 business days and I was also told that the repair would be completed before Christmas 2023. Express Repair failed to meet either of these promised dates.

  On January 23, 2024, I sent an email to ****@*************.ca outlining that I was cancelling my repair agreement with Express Repair due to the inordinate amount of time that had passed since I placed my deposit and also due to the fact that they had changed the proposed delivery time at least four times and failed to meet each date provided. I asked for a refund of the $175.00 deposit that I made on November 17, 2023. I also informed Express Repair that if there was no resolution within 10 business days (by February 6, 2024), that I would be filing a complaint with Consumer Protection Ontario. The next communication that I received from Express Repair was a text on January 31, 2024 that stated they are waiting for the parts. I responded to let them know that I was awaiting a refund. Express Repair responded that same day with a text saying that the parts were arriving soon but did not provide a date.

  On February 7, 2024 (one day after the deadline that I had given them), they called and left a message as well as sent a text indicating the parts were arriving soon. Interestingly, Express Repair responded to my BBB complaint on that same day (February 7, 2024) and stated "Your part has arrived. We tried to contact you and left a voicemail. Your satisfaction is extremely important to us and we will be happy to make an appointment with you to complete the repair to your refrigerator." There are two glaring issues with their last response. First, if they responded to the BBB complaint claiming that the part has arrived and that they had left me a voice message, then why did they state in the voice message (as well as a text message) that the parts were arriving soon? Second, the repair is for an oven, not a refrigerator as they stated in their February 7, 2024 response; and also, not for a furnace as they stated in their January 26, 2024 response. If they do not know the type of appliance that requires the repair, how can they know that the parts have arrived? I called Express Repair today (February 9, 2024) to inquire as to the status of my refund request. I was told that my file is under review by a manager and that they will get back to me on Monday. I let them know that I was planning to file my complaint with Consumer Protection Ontario today so was there someone else that I could speak to about the refund. I was told that no one was available to help me until Monday February 12, 2024.

  I do not feel that Express Repair is making a genuine effort to resolve this issue. I also believe that three months is an extraordinarily long time to wait for a household appliance repair and that it is unreasonable to expect a customer to wait this long.
  
  Sincerely,
  
  **** ****

  Customer response

  12/03/2024

  This case has been resolved. Thank you for following up
  ****
  
  **** ****

• Initial Complaint

  31/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tuesday, September 5, 2023, a service repair man came to my home from Express Appliance Repair. He spent no more than 10 minutes looking at my **** dishwasher, while being on the phone with Revenue Canada. He did not run the dishwasher, nor examine any of the parts and claimed it would cost us over 400 to change a main part. My husband paid the service fee of 99.00 plus tax. We later called another company (*** ******* ********) to come and examine, then later repair the dishwasher. I have been in contact multiple times through emails and telephone calls with Michelle at Express Repair attempting to seek a refund for lack of professionalism and lack of proper service. I am seeking the assistance of the BBB. Although, this amount may seem trivial, what is most disconcerning is the way in which Express can take money from people without providing proper service. I am hoping you can assist us in this matter. Much appreciated. Also, please note I have tried to speak to head office regarding this complaint but with no success. This company resides at **** ******* ****** ***** *** ** **********

  Business response

  17/01/2024

  Dear ****,
  
  We sincerely apologize for the inconvenience you've experienced with our service. Your feedback is crucial, and we are committed to addressing your concerns promptly. We acknowledge the lapse in professionalism during the initial service call, and we understand your frustration.
  
  Upon receiving your complaint, we have thoroughly reviewed the situation and recognize the need for corrective action. Our team is working diligently to investigate the matter and ensure this does not happen again. We genuinely value your business and want to make things right.
  
  In light of your dissatisfaction, we are processing a full refund of the service fee, including tax, that you paid. Additionally, we would like to offer a discount on any future services with Express Appliance Repair as a gesture of goodwill.
  
  We appreciate your understanding and patience in this matter. Our customer satisfaction is of utmost importance, and we are taking steps to prevent such incidents in the future.
  
  If you have any further concerns or questions, please feel free to contact our customer relations department directly at ************. We are committed to resolving this matter to your satisfaction.
  
  Thank you for bringing this to our attention, and we look forward to the opportunity to regain your trust.
  
  Sincerely,
  
  Victoria, 
  Express Appliance Repair Team

• Initial Complaint

  13/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Express Appliance Repair came to repair a malfunctioning fridge in July for us. The technician replaced a part (the compressor starter), which failed within hours, and when he returned he said the compressor itself was more damaged than when he’d arrived that morning. Ever since, Express Repair has been shirking responsibility. They deny that the technician could have possibly worsened the problem by installing the wrong part or incorrectly installing it, and claim that at most the technician may have misdiagnosed the problem. (The fact their technician made a mistake, and that the alternate diagnosis would suggest a leak of refrigerant coolant gas in the house of a pregnant woman, seems to be of no concern to them.) They have offered a refund – although they have tried to make it a partial refund rather than the full amount – but after promising they were sending it or had sent it on four separate occasions (ranging from August to November), we have still received nothing. Dozens of phone calls, several emails, and no results are leaving us at our wits’ end. ****** reviews show we aren’t the only ones waiting months for refunds either. Resolution for me would be a refund for the full amount arriving in my bank account. I paid by e-transfer, and if for some reason technology precludes an e-transfer from being sent back to me, I expect a cheque sent by a method with a tracking number – after multiple promises of a cheque being sent by regular mail, I no longer trust this business to do so.

  Business response

  14/12/2023

  Dear ****,
  
  We sincerely apologize for the distressing experience you've had with our service. We hold ourselves to high standards and the situation you described is not reflective of our usual service quality. We are actively addressing the issues raised to prevent such occurrences in the future and provide our customers with top-notch service consistently.
  
  Regarding your refund, we took immediate action and sent a check for the full amount approximately a week ago. We hope you've received it by now. If there are any complications or if the check hasn't reached you, please contact us at your earliest convenience. Your satisfaction is of utmost importance, and we want to ensure this matter is resolved promptly and to your complete satisfaction.
  
  Once again, we apologize for any inconvenience caused and appreciate your patience and understanding in this matter.
  
  Best regards,
  Express Appliaces Repair 
  

  Customer response

  14/12/2023

  
  Complaint: ********
  
  I am rejecting this response – as per my original complaint, as well as direct email correspondence with you dated November 16th, I have been told by your company that a cheque had been sent to me on three separate occasions (specifically August 30th, September 25th, and October 26th) while receiving nothing. You will understand why I cannot trust that this time will be different.
  
  In that same email, I offered alternate solutions for ensuring that I do receive the cheque, which I have reiterated in my original complaint – either an e-transfer, or a form of mail/courier which is trackable. This would ensure both you and I know where the cheque is. I still maintain that these suggestions are reasonable.
  
  Absent an explanation of why this cheque is different from the three prior cheques that were allegedly sent to me, and why you chose to proceed with standard mail for a cheque that had already been delayed/forgotten/misplaced for over three months, despite reasonable alternatives being given well in advance of your mailing this most recent cheque, I must reject your response.
  
  Sincerely,
  
  **** ****

  Business response

  07/02/2024

  Dear ****,
  my name is Michel, I'm the customer service manager, the check was sent to you about a month ago. We have forwarded your request to the finance department to investigate the issue.
  We would appreciate it if you could contact us by phone number  1-844-889-8484, and we will be happy to work towards resolving the matter.
  

  Best regards, 

• Initial Complaint

  26/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called them to fix a refrigerator. They did the diagnostics and told me a part was required. After the part was ordered and installed, it did not fix the issue. They then charged me for a restocking fee for the wrong part that they recommended and they ordered. I am now down 200 dollars and still have a broken fridge due to the horrible service from this company.

  Business response

  09/08/2023

  Hello,

  Refund was already approved and sent via check.

  We apologize for any delays and we appreciate the patience.

   

  Thank you.

• Initial Complaint

  17/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On April 24, 2023, a technician from Express Appliance Repair (Ottawa) visited our home and fixed our fridge/freezer. He emailed us a receipt that stated that the fridge was fixed and, that if the issue happened again that we would need a particular part. After the tech fixed the fridge, he forgot to reset the temperature, so it appeared that it wasn’t fixed (when it was). I called the company the morning of April 25th to report that the problem was still occurring and was informed that we would need to order the parts required to fix the fridge. After checking the manual for the fridge and calling ********, I was able to reset the temperature (that the tech had forgotten to do). This resolved the problem. The ******** tech support person confirmed (as had your technician) that our fridge was indeed fixed. It continues to work just fine. I called Express Repair on April 27, and 28 to let them know that, in fact, the fridge was fixed and that we did not require any further action. I specifically requested that they NOT order the parts as our fridge had, in fact, been fixed by their technician. I called many times and did not receive a call back. On or about April 28, 2023 I noticed that Express Appliance had charged my **** on April 25 for $294.92 and again on April 27 for $152.00. I called EAR to ask them why they charged my **** when we did not require the part. They responded that this was for “the parts I needed”. On May 8th the manager Michelle from EAR called me back and stated that they would issue a partial refund on my **** but would not refund the entire amounts because they would keep a 30% stocking fee for both transactions. I stated that this was unacceptable to me as their technician fixed our fridge and they used my **** without my authorization on two occasions to order parts that we do not need and have never received. I informed her that I planned to dispute the charge with ****. We want the $294.92 and the $152 returned to our ****.

  Business response

  17/05/2023

  Hi *****,

  Upon checking your file is already under Igor and ********'s review.

  We appreciate your patience, I will follow up with them.

   

  Thank you,

  Debbie

  Customer response

  17/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: **** evaluated our case and determined that a full refund was due to us. Express Repair did not resolve this issue, **** did it for them by evaluating our claim and issuing a full refund. Express Repair has threatened to send our file to collections however it would seem unlikely that they would be successful when **** evaluated the file and ruled in our favour. 

  
  Sincerely,
  
  ***** Harrison

  Business response

  18/05/2023

  Hi *****,

   

  We don't have that confirmation as of yet. 

  **** haven't sent us the notification or confirmation.

• Initial Complaint

  08/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I called Express Repair to install a ** dishwasher to replace a ***** dishwasher. When the technician came Jan 18, 2023 he said he won’t install the ** and suggested to fix the ***** bc “why would you replace a ***** *****” with a ***** *****. He said he will order me the part to fix the ***** and it will arrive in 3-5 business days. I paid $350 with my credit card and returned the **. A week or so later I called to follow up and got told the part was coming next week, when I would follow up the next week they would tell me the same thing. At this point I would call daily, they would put me on hold, hang up on me or tell me the supervisor would call back but they did not return any calls. When I finally got to speak to someone I told them I wanted to cancel the service. They said if I cancel there’s a restocking fee. I was very frustrated and went to read their ****** reviews, it seems they do this to a lot of customers. Numerous people complained about Express Repair being a ****. On February 28, 2023, I contacted my credit card company and asked them to reverse the charge which they did. Within a week Express Repair said they had the part. I had told them that after being without a dishwasher for close to 2 months I purchased another dishwasher and had another company install it. Today a collection agency called me and said that I owe $575 or my credit rating will be affected. I do not know what my rights are or how this company can get away with this.

  Business response

  09/05/2023

  Hi,

  Thank you for your patience. 

  I will have the manager directly call you so we can have this issue resolved. 

  Thank you.

  Customer response

  12/05/2023

  
  Complaint: ********
  
  I am rejecting this response because I have not been contacted by the manager or representative from Express Repair to resolve this matter to date.
  I would like confirmation from Express Repair that they have withdrawn their request to *** *********** to collect money from me as no service or product was provided therefore no money is owed. 
  
  Sincerely,
  
  ****** *******

  Business response

  17/05/2023

  Hello ******, 

  I have followed up to upper management. 

  Upon checking on your file again, you canceled the full payment that's why you were sent to ***. 

  If you wish to be removed from ***, please directly negotiate with them for you file has been transferred to them.

• Initial Complaint

  29/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Hi, I would like to request a refund for two service charges from Express Repair, one dated October 17, 2022 for $250 and one dated October 21, 2022 for $205.43. The reason why I am asking you to intervene with this company on my behalf is that after 3 service calls to fix my fridge which wasn't cooling, and replacing the fan motor for which I was charged, coming back once to fix it as it was still not working and then not responding to my phone calls, I was left with a fridge that still wasn't working. The technician demanded that I pay by credit card on the spot, before the fridge had reset itself, so I couldn't tell whether it was going to work. The fridge is only 2 years old. After 3 weeks of phone calls and rude behaviour from the company, I hired another technician who had the fridge fixed in no time; it turns out the problem had nothing to do with the fan motor. I have a statement from this technician attesting to this as well as all supporting documentation. Can you please help me to get Express Repair to reimburse me the cost of $455.43? Thank you so much.

  Business response

  30/11/2022

  Hi *********,

  Upon checking your file, a manager tried to connect with you.

  We apologize about what happened, we like to help.

  We can refund you for the repair cost.

  Please call us at ************ *** *** and look for Michelle.

  Thank you and have a nice day!

  Customer response

  15/12/2022

  The reason why I haven't gotten back to you about my complaint with ExpressRepair is that I cannot get a hold of Michelle. Michelle is the person I am supposed to reach, I called several times, but was told that she will call me back, which she finally did last Friday, but I missed her call. When I called her back at 4pm, she had left the office. Could you reopen this case as it has not been resolved?

  Business response

  15/12/2022

  Hi *********,

  I see that you spoke with one of or representative and thank you for sending the invoice from other company,

  It has been sent to upper management and will definitely follow up for you.

  Thank you.

  Customer response

  23/12/2022

  
  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.
  
  Sincerely,
  
  ********* ******

  Customer response

  10/01/2023

  I am contacting you again with regards to complaint #******** - Fridge repair ******* *** ********* ***************.

  
  

  Unfortunately, no action has been taken  with regards to the requested reimbursement, although the company (Expressrepair) said they had sent my request to management. I followed up on December 13, 20, and Jan 2, but emails are ignored. I also called, but the message I got was that due to high call volume, my call could not be answered. * ** ****** ******* **** ******* ** * ***** and would like to pursue this further to get a full reimbursement of $455.00 for services not rendered. Could you advise as to next steps, please? Thank you so much.

  
  

  Kind regards,

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

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

  Business response

  16/01/2023

  Hi *********,

  Apologies for any delays, we will look into the file for you have received it in you file by now.

  Thank you for understanding!

  Customer response

  24/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: the reply from the Business does not make sense. What do they mean by "in you file by now"? I have not received any further communication from them since the last complaint, so no action has been taken. I have attempted to call again several times, but no one picks up the phone. The satisfactory outcome is still a refund for repairs not done. Please advise how to proceed from here. Thank you so much for your efforts on my behalf.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  21/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Dec 13/21 - We called Appliances Repair Ottawa for washer repair at ************ - No answer so hung up. Seconds later at 10:40 am Express Appliance Repair called us from ************** saying "they're returning our call"- we never called them. She said the Service Call fee is $65.00 and if we get the work done and pay for parts and labor they waive the Service Call fee. She said she could get a technician out today - we gave name and address - need washer. At the end she mentioned we would be billed for Service Call fee if appointment was cancelled within 3 hours of being made. Seconds later at 10:48 am the tech called to say he was 15 minutes away. ****************************************************** they called us and this all happened within 8 minutes from their initial call to us so we called the tech back immediately to cancel. The tech said he could not cancel the call only Head Office could. Have his cell # if needed. We asked for H.O. number which he gave us **************. We called and said we spoke just a few minutes ago and want to cancel the call. She said we would be billed the Service Call fee because it was within 3 hours of making appointment. We said it's been minutes and would not pay that fee. She said she would send us to Collection. From start to finish these events took approximately 10 - 12 minutes. March 16th received letter from ********************** collections dated March 9, no debt details provided in letter other than we owe $201.14 to Express Repair ******************************************************* Never received invoice so not sure of real location nor real name - Person that called us initially said Express Appliance Repair and on our phone it said Express Appl Repair but collections letter says Express Repair. These events were documented at the time ********************************** Hope you can help in solving this mess.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested a service repair for my Fridge (not keeping cold), the technician determined the issues was with a faulty part and completed the repairs on the same visit. The next morning I noticed the fridge was still warm so I called Express repair on Saturday and Sunday but no answer. I was able to reach them on Monday and they dispatch a technician for Tuesday Feb 10, on this visit he determining the fridge was unrepairable and since it was not fixed I was entitled to a refund as per their service guarantee. I have contacted Express Repair and they advised me the refund would be issued in 3-5 business days, when the time passed I called them back and they advised me the owner was away and it will be processed on Friday. I called back on Feb 25 and they told me the owner was away again and it was just processed on Feb 22, since the funds were not refund s on Feb 28 I called them back once again and I was advised they have no idea if it was done or when it will be done. At this point I just want the money refunded as agreed and have this matter over with.

  Business response

  02/06/2022

  Business Response /* (1000, 5, 2022/03/01) */ Refund was update d and done Consumer Response /* (3000, 7, 2022/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Same response has been provided by the business several times previously, that's why the complaint was issued. I would like a detailed invoice that shows the original charge and refund (on the same invoice). only when the detailed invoice has been provided by email and the refund has been posted will this mater be considered resolved. Business Response /* (4000, 9, 2022/03/03) */ invoice send to***********************************************

*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. ↩