ComplaintsforMaple Leaf Appliance Repair

• Initial Complaint

  17/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called to have technician look at my dryer as the tenant said it was taking 2 cycles to dry clothes. They called in advance and said they would charge my credit card $150 which I agreed. The technician called me and said no repairs needed to be done, my tenant needs to was the lint filter. I told him on the phone, great please send me the invoice and receipt and that the company already has my credit card information. They have failed to send me an invoice and receipt, and they charged my credit card $350. Every time I call it goes straight to voicemail, and their inquiry email website page refuses to send my message through with my email and need for the invoice/receipt and correcting the payment.

  

  Business response

  17/01/2024

  Invoice was sent to the indicated email as well as a text to the indicated mobile number. Attached here as well 
  The technician performed a thorough cleaning and therefore charged for labour 

  Customer response

  17/01/2024

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

• Initial Complaint

  01/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am extremely disappointed with overcharging by Maple Leaf and the owner’s failure to respond to my messages. I called on Jul 27 re a problem with our freezer and arranged for a technician to come out on July 28. Sasha spent 1-1/4 hours to diagnose the problem. The cost quoted included $450 for labour (service call plus 2 hours of labour to re and re the part). I paid the full amount in advance as was required. Sasha advised that the part would be in by Aug 3 and that he would come back to install it on Aug 16. I called Maple Leaf on Aug 9, 10 and 11 to confirm that the part was in and was advised that the part was not in. I received messages from Sasha and then the owner, Vlad, which said that they were waiting for the part and would let me know when it was in, but there had been no follow up. I was very disappointed in this response, after two weeks waiting, so I spent considerable time calling and sourced the part for delivery in time for the Aug 16 appt. I provided this information to Vlad and he then arranged for the part to be shipped. The appt. was rescheduled to Aug 17 and Sasha arrived 3 hours late, with no thanks for the many hours that I had spent previously to source the part and get it delivered. He spent only 25 minutes to complete the repair, not the 2 hours of additional labour for which I had paid. On Aug 18, I emailed Vlad to ask about the labour charge, which seemed high since the total time for the job was less than 1-3/4 hours and the cost of this would have been far less than what I paid. I requested that Vlad review the actual time spent and adjust the invoice to correctly reflect this. I heard nothing from Vlad in the next 10 days, so I followed up on Aug 31 by phone and email. It is now four months later and I still have had no response. The poor handling of this repair, the overcharging and now this lack of response is completely unacceptable. I would definitely not recommend this company for any appliance repair work.

  

  Business response

  01/01/2024

  The customer was quoted for the repair and he agreed to the quoted price and after the work was completed he paid the quoted invoice. 
  The customer was not overcharged and only charged the price he agreed on. The customer got disappointed as parts were taking longer than he expected and now posting negative reviews on all the platforms which is considered ***** ******** and **********  

  Customer response

  04/01/2024

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

  Although I was disappointed with your lack of follow up regarding the delay in delivery of the parts, my complaint to the BBB is that I was overcharged for the labour as the time spent by your technician was significantly less than what he said it would take to complete the job.  I paid the full amount on July 28, several weeks before the job was done (not after it was completed as you state) because your technician told me that if I did not pay it in full at that time that you would not order the part nor proceed with this work.  He told me that the invoice included two hours of labour to install the part whereas the actual time that he spent was 25 minutes, so I think it is appropriate that this charge be adjusted to reflect the actual time, not some over-inflated estimate of time.  When I left several messages for you in August to please contact me about this, you never responded.

  With respect to your last comment, you stated that I have posted negative reviews “on all the platforms”.  This is completely *****. Aside from this BBB complaint, I posted one comment on one site as I feel it is important for customers to be aware of what I experienced in dealing with your company.  One site is certainly not “all the platforms” and it is not at all ***** ********!   Furthermore, my review is factual, truthful and accurate, and is in no way **********.

  I would appreciate if you could please respond appropriately to my original request of August 18.  Thank you.
  
  Sincerely,
  **** *******

  

  Business response

  04/01/2024

  Our quote is not an hourly quote and not based on time but on the work to be performed, we informed you on the quote and approximate time of completion for your reference, you have agreed to the quote and we then performed the repair. 
  no breach of agreement was made and thus no refund to be issued. 

  Customer response

  04/01/2024

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

  When I asked why the quotation was so high, your technician Sasha clearly stated that it was because there would be 2 hours of labour to install the part.  If he had told me 25 minutes (or something closer to the actual labour time) then I would never have paid the high fee that was quoted.  As stated previously, I had to pay this well in advance of the work being done.  It is not at all reasonable for you to have your technician reference a much longer labour time than what it should reasonably take to complete the work, in order to get a customer to pay an inflated fee.  If the time had been close, I would have said nothing, however 25 minutes to 2 hours, at a significant hourly rate, is not close and your failure to make a reasonable adjustment is not an acceptable business practice.  
  
  Sincerely,
  **** *******

• Initial Complaint

  31/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked Maple Leaf Appliance Repair for a refrigerator repair. I was told I needed to provide a credit card number to secure the appointment. On the appointment day my tenant waited all day for someone to show up, no calls or emails to myself or my tenant. Fair enough, I thought they no-showed. A couple days go by and I’m charged $168 for the appointment. I called in immediately to advise nobody had shown up for the appointment. Nobody could tell me who was dispatched for the appointment, why it was cancelled or why I was charged. I was told I’ll get a callback with an explanation. I called back 2 days later and still no answer. Finally, I filed a dispute with my credit card company. Then they have the audacity to refute my claim advising I cancelled my appointment within 12 hours and was charged. NOBODY CANCELLED THE APPOINTMENT, and if that was the case why didn’t anyone tell me both times I called in. Who was dispatched? Who was contacted for the cancellation. They are a bunch of ***** and **** artists and this is unacceptable.

  

  Business response

  31/07/2023

  A full refund as well as additional $75 were issued and ***** is aware and in contact with the owner 

• Initial Complaint

  19/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have an ** fridge that was not cooling. When I called for service, they said that they do service ** fridge. What they did not mention is that they could not service the fridge since they could not get the parts and that I would have to call ** directly to have the compressor replaced. Had I known that, I would not have agreed to have a technician placed the service call. The service call itself was $280 + tax. From their invoice: Description QTY Price Amount Labour offered to program board for 280 advised ifnissue comes back.will need to call ** because issue is with compressor 1 280 280.00 I felt I was taken mislead and taken advantage of

  

  Business response

  19/06/2023

  A full refund was issued and the technician informed the customer on this regard, this complain was completely unnecessary

  Customer response

  21/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:  Refund has not been issued.

  In the original response from the business, they stated "This message originally read on 6/19/2023
  A full refund was issued and the technician informed the customer on this regard, this complain was completely unnecessary"

  I paid the original charge using **** but checking my ****, the refund is not there.

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

  

  Business response

  21/06/2023

  Apologies, there was a confusion with a different job. We are checking into it 

  Customer response

  21/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:  OK, I'm waiting for your investigation into why the refund was not issued.
  
  Sincerely,
  
  ***** *******

  

  Business response

  23/06/2023

  After investigating this manner we have found out that the technician diagnosed the fridge and informed you that there is a problem with the sealed system and you would require to contact ** as they repair sealed systems under warranty. The techcnician also offered to reprogram the control board to see if it may solve the problem and quoted $280 for the labour, you agreed and paid the invoice. No refund is to be issued. 

  Attached the invoice 

  Customer response

  29/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:  When I called your service center, they said that they service ** fridges.   Had they mentioned that they could only diagnose the problem, I would not have had a technician visit me when when they cannot repair the unit.   Why would I do that ?  That is the issue.  You took the call knowing that you could not provide full service.  That is misleading and taking advantage of the customer who was stuck without a fridge.  Had I been less of a gentlemen, I would have sent your technician away without any payment.
  
  Sincerely,
  
  ***** *******

  

  Business response

  29/06/2023

  The technician arrived and explained the situation to you. Then, he offered you a service on the control board, you agreed and paid the invoice. We offered the service, you agreed and paid. 

  Customer response

  30/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: Again, so my mistake was to not believe what your service center said and then I should have told the technican to go away that since he could not replace the part, he should go away without any payment.  The service he offered to reprogram is bad since the ** technicn said that reprogramming should only be done after the compressed was changed.  Doing it before would have NEVER fixed the problem.  That's called providing false service and taking the money from someone who needs his fridge to be working in a hurry.

  So yes, I expect a refund, as a minimum the service fee of $175 when a called is placed.

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

  

  Business response

  04/07/2023

  A courtesy refund of $150 will be issued within 14 business days 

  Customer response

  05/07/2023

  
  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,
  
  ***** *******

• Initial Complaint

  20/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Nous avons appelé Maple Leaf pour réparer notre laveuse ********* modèle *******, no. série *********. Le technicien FARSHAD s'est présenté chez nous le 30 mars 2023 vers 19 heures. Après examen (environ 1 heure), il a constaté que le problème était relié à un engrenage dont l'une des dents s'était brisée. Il nous a alors présenté une soumission pour la pièce à remplacer ($385+taxes), main-d'œuvre ($260+taxes). Vu que nous avons payé la visite ($172.46), il nous a dit que quand il reviendrait avec la pièce pour faire la réparation, le montrant de la visite serait alors déduit de la main-d'œuvre. Mais il a exigé un signal de $400 pour la pièce. Nous avons alors trouvé le tout trop cher, et dit à Farshad que nous allions y penser. Par la suite nous avons contacté la Direction de ********* aux US (********* Executive, M. René) et le 13 avril 2023 M. René nous a dit que ********* était désolée pour les inconvénients et nous a demandé de lui fournir le part number de la pièce laquelle nous serait envoyée directement chez nous gratuitement. Hélas, malgré avoir parlé avec Maple Leaf à plusieurs reprises (M. Dylan et autres), Maple Leaf semble incapable de nous fournir le part number demandé.

  

  Business response

  21/04/2023

  Dear *****,

   

  Unfortunately due to confidentiality and privacy agreement with our part suppliers we are unable to provide the part number. 

  But if you have contacted *********, they would only require the model number and the requested part to help you. The model number is WTW58DWA and the part required is the transmission 

  Best regards,

  Vlad

• Initial Complaint

  14/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Maple Leaf to fix our leaking ***** fridge. I paid the $150 service call, and a tech came promptly. He spent 5 minutes at the house, took a quick look at the fridge, and told me to call back to reschedule him later because he had to go to another appointment. I thought this was really strange behavior- why accept an appointment and take my money if you don't have time to fix it? He told me to call them back and schedule again, and the $150 would be put towards the final bill. Well, I have been trying for 3 weeks to get a hold of the company, but none of my calls or emails have been answered. I did get ahold of their Philippines based customer service rep who was no help, saying that according to their records, the job was already completed and there is nothing they can do. Either the company is super disorganized or deliberately fraudulent.

  

  Business response

  14/12/2022

  Dear *****,

   

  it looks like you have some sort of a confusion as we have no incoming calls nor messages from you. We also completed the job  on November 25 so it hasn’t been 3 weeks yet. When I tried to call you personally you phone was off and a messages stated that you are not accepting calls. 
  when asked the technician he informed me that when he was there he offered to repair the fridge and it should take about 3 hours, you declined the repair and said you will call us back when you are back from vacation in 3 weeks. 
  please contact me directly at ************************* ***** *****

• Initial Complaint

  18/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 17, 2022, Alex, an employee of Maple Leaf Appliances, answered a call to repair a washing machine. Alex, a rude guy, explained that I must pay $ 607.95 dollars and wait 1-2 weeks for the part to arrive. While evaluating the options, I received an invoice from the main office, with the following problems: ....... 1- explanation of charges is just a general sentence and not satisfactory_ I am not paying $150 + taxes for: "********* washer actuator motor slipping Need new actuator part call and labour$579+gst7 days to include service call " I requested a part # as I want to understand why a repair would cost so much, and they refused to provide – “NEED NEW ACTUATOR” and $600 price tag doesn’t make any sense........ 2- also, on the invoice, below the balance, there is a paragraph that starts with:" By paying this invoice, I authorize service repair to be performed at the price quoted..." NO, I DO NOT AUTHORIZE ANY SERVICE REPAIR... THIS IS ABSOLUTELY NOT ACCEPTABLE... invoice attached.................. 3- I asked them about the $30 dollars discount on their website, and they are saying that will apply to the service - but wouldn't they call when the part arrives, and they would book the appointment????? such a misleading and false advertisement................. 4- typo in the invoice: the due date is yesterday which is before the service call that was done today............. 5- in conclusion, I request the invoice's cancellation, as the service call provided 0 results –I checked online, and the "actuator" is for dispensing the detergent, and not for the problem that we are having- the conclusion is that they are using big words, so they can charge big $$, and that's even the reason they don't want to provide the part #, why any other reason?? (they “claim” there is a privacy agreement with the part supplier- there is no such thing, there are numerous places that sell ********* parts)

  

  Business response

  27/10/2022

  Attached a photo of email conversation where customer clearly agree to the charges. Also attached the online booking where customer check the box with service call charges fees.
  The customer also left us a negative review on ****** and BBB as well as had her friends to the same to harm our business as a "revenge" for being sent to collection and we have started a legal action of defamation against her. We will happily go to court if needed. 
  
  

• Initial Complaint

  29/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In September 2021, I contacted Maple Leaf Appliance Repair regarding their "If We Can’t Fix It, You Don’t Pay!" policy. I was told over the phone that if Maple Leaf Appliance Repair can't fix my refrigerator, I will not be charged anything. I confirmed this again when making my appointment for the service call and again, it was confirmed that if Maple Leaf Appliance Repair can't fix my refrigerator, I will not be charged anything. The technician determined at the end of the service call that the refrigerator could not be fixed. I was not charged for the service and the technician left. I was subsequently contacted twice by Maple Leaf Appliance Repair regarding what they were referring to as an unpaid service call. I explained the situation and requested transcripts of all communications between myself and Maple Leaf Appliance Repair. I was told this would be provided but I never received the transcripts. I received no further calls or notices of unpaid amounts until September 2022 when I was contacted by Metropolitan Credit Adjusters who are now attempting to collect $134.40 from me plus a $20.00 miscellaneous fee. It should be noted that a collection agency can not try to collect any amount that is more than what is owed and they can’t apply their own interest rates or fees. Accordingly, ************ Credit Adjusters are not allowed to attempt to collect a $20.00 miscellaneous fee.

  

  Business response

  29/09/2022

  Apologies for this, the file was sent to collection in error by  an automated system. We have removed the file and voided the invoice

  Customer response

  03/10/2022

   
  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,
  
  ***** ****

• Initial Complaint

  28/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a service apt at a rental property The service rep texted me and was rude demanding I meet him at a time when I wouldn’t be there and I told him not to come and contacted the head office and reported him - this was also all through text messages between me and the technician and the person I spoke to at the head office said I didn’t have to pay for the service visit because even though my tenants let him in. This was also on a recorded service call This was the last heard from them until the 8th of September when I received an email and a text message saying “they have been trying to contact me thru several avenues and I have not replied” I replied to the text message and received no response I also called them 5x and left messages on answering machines and with the receptionist and no one has called me back Now a credit company is calling me and maple leaf says they won’t discuss the account with me until I pay them - but they never sent me an invoice and didn’t respond to any of my messages I called them back today and they said they sent me an invoice that they can see I received through adobe sign - this is not true the only correspondence I have from them is the Text message and the email from sept 8th to which I have been calling them back about with them not responding and now my account is in collections and they won’t respond to me

  

  Business response

  28/09/2022

  Dear *****,
  
  We have proof to all the communication with you, as well as an attached voice recording where you acknowledge the invoice receipt and deny paying it. 

  At this point please deal wit the collection agency 

   

   

  Customer response

  02/10/2022

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

  I had booked a specific time after 12pm to meet the repair person as I wanted to be there not just the tenants for May 26

  He messaged me at 11:00am saying  he would only be able to attend at that 1130 and I said sorry I cannot make it at that time so please don’t go we need to rebook I cannot have you just meet my tenants

  the service rep vlad was extremely rude to deal with and I did not want to leave work early to meet him as we had arranged to meet at 12, I called the office and explained his strange and rude text messages to me and the customer service rep told me that they were sorry and I would not have to pay for the service call since I was not there to meet the rep (this was on a recorded phone call and the 6 minute phone call I had with customer service is also recorded in my phone records)

  Later that day they sent me an invoice which I disregarded as they had previously that same day told me I did not have to pay the invoice

   

  i did not hear at all from the company until September 8th - they sent me a text message saying I had an outstanding invoice with

  them, I replied to the text message asking what for and received no response, I also called into the office and left a voicemail on thier general machine and with the customer service rep asking for someone to call me back to find out what the charge was for as I had previously been told I did not have to pay the service charge call due to reps rude messages and him not coming at the tyime we agreed on.  I also have phone records showing the multiple times and messages I called in.

   

   No one ever called me back and 2 weeks later I began to receive calls from a collection agency on behalf of maple leaf.  At this point I called in for the 6th time and instead of leaving g a message with the customer service rep I said I need to speak to someone who handles this as this has been sent to collections with anyone telling me what the charges are for or giving me a chance to resolve it and no one has replied to my past, texts, voice mails, or messages left with customer service

   

  again and to this day no one has called me back and the rep Vlad just sends me emails saying “he wants to go to court” and that “no one ever told me I did not have to pay the invoice”

   

  I ended up paying the invoice so it wouldn’t lower my credit score- but I would have paid it on may 26 had someone in customer service not told me not to pay it and it was waived.  This is the part that Vlad denies happening but I have a 6 minute recorded phone call from may 26 at 11:35 am where someone clearly tells me I don’t have to pay.

   

  this has been a very bizarre situation to deal with from a consumer perspective and I find it very strange that no one fro management has still not called me back - only emails from  the employee Vlad where he says he is the owner of the company but I believe is a technician 

  
  Sincerely,
  
  *****

  

  Business response

  03/10/2022

  This issue was resolved on our end and payment was taken. We have no further complains to the customer

  Customer response

  03/10/2022

  
  Complaint: ********
  
  I  am the one making the complaint - not you
  
  the complaint is that your customer service rep told via recorded phone call on may 26 at 11:35 am I did not have pay for the service call as the rep was being rude to me and asking me to meet him at a time I couldn’t be there.  I did not want him to meet my tenants.

  The dispute is that I was told on this day not to pay the amount owing and then no one ever contacted me again except to tell me on sept 8 via text messages I had an outstanding bill being sent to collections 

   

  then I followed up with the company 6 times in total via phone call and text message and no one replied to me and they sent the invoice to collections.

   

  when I called the company numerous times no one ever replied to me until Vlad emailed me back saying that he wanted to go to court - the invoice is only for $120 and I paid it already.

   

  This Is extremely unprofessional to tell a customer they do not need to pay for the service call, then send a TEXT MESSAGE 6 months later asking me to get in touch, not replying to any message, voicemail or text message and then sending it directly to collections 

   

  the only person who contacts me back is “Vlad the owner” in strange emails saying he wants to go to court over $120 and all I am trying to do is explain that someone told me via recorded phone call I did not have to pay and that is the reason I did not. 
  

  instead he sends emails saying “this did not happen”

   

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

  

  Business response

  04/10/2022

  The representative told you over the phone that no payment would be necessary if the technician have not yet attended your tenant, but you called us 15 minutes after the technician left the premisses and finished his findings. 

  It is also very convenient that after he found nothing is wrong with the machine and send you the invoice, you decided to cancel the appointment. 

  Vlad

  Customer response

  04/10/2022

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

  
  Vlad - as you have already admitted you sent me the invoice after someone told me I did not have to pay, why are you denying this happened?

  Why would I think there was an invoice after someone told me not to pay? I asked for the service technician not to attend my property while I was not home as I did not want you to meet my tenants without me there and you went anyways after I had asked you not to.

  It is not my fault you went anyways- I have also not mentioned in any of my complaint about the professionalism of your business about how you didn’t even fix the fridge- you looked at it and told my tenants it was fine - this is the reason I needed you to meet me at the time we agreed on 12pm so I could show you the issue - not show up early before I was there

   

  again I was willing to pay this but when I called into the head office to say I couldn’t be there they TOLD ME NOT TO PAY

   

  so I did not. I did not hear from you again until sept 8th via text message - I called left messages responded to your text 6x after this with no response from your company.

   

  then the account was sent to collections without anyone ever telling me that I actually did have to pay the invoice.someone Should have responded to the multiple avenues I tried to contact you via the only way I even got an email response from you was by contacting the better business bureau 

   

  you cannot send customers directly to collections over $120 without giving them the chance to pay it or explain that you changed your mind about someone saying not to pay it

   

  you have admitted that I was told not to pay the invoice and you have also admitted that I was told after your visit that I was not there not to pay

   

  I don’t know what this has to with you not fixing the fridge 

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

  

  Business response

  20/10/2022

   - Thursday, May 26, 2022 11:14am Our tech arrived at location and informed you

  - Thursday, May 26, 2022 11:35am You called the office to cancel the appointment as you didn't like the diagnostics of the technician. The office told you that they will cancel and no payment is needed only if the technician wasn't there yet. But you already knew he was there as he informed you about it 21 minutes prior

  - Thursday, May 26, 2022 11:59am Invoice was sent to you

  - Thursday, May 26, 2022 12:00pm you have seen the invoice and decided not to pay. 

   - Thursday, Sep 08, 2022 2:28pm The file was sent to collection as no payment was submitted for 4 months 

   - Thursday, Sep 29, 2022 10:01am You have submitted the payment 

   

  Attached supporting files 

• Initial Complaint

  27/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In July I called to request a technician look at my dishwasher that wasn't draining. I told the receptionist that I had taken apart a piece to clean it but it wasn't very dirty, and that I wasn't sure what the problem was. I had a technician come for a service call on July 29, and they were quite rude. They walked in my house, laughed, and said my ******* appliances were garbage. So far - not a great start. Then they opened the dishwasher and saw I had unscrewed pieces to clean (which I had told the woman during booking) and said he couldn't diagnose the problem because of what I had done. He closed the machine and that was it - literally no assessment or checking of anything at all. He told me that he thought I should buy a new dishwasher and that it wasn't worth fixing. I told him I wouldn't pay for the service call because he didn't do anything and was barely there 10 minutes. He said I had to, but that I could, and should, call the company to request it not be billed. On his bill- he wrote that he "found the problem with dishwashers filters. It's broken. Found the problem with drain pump and drain system. Found the dishwasher was disasambled." As he even wrote that it was disassembled, he cannot possibly claim he 'found the problem' as he did not do any testing or assessment. He just opened the door, which is not sufficient to diagnose a problem or charge for a service fee. He completely lied on his bill. I called the company as he told me too and after speaking to a woman she said she would call me back. Instead of calling me back, she submitted me to a debt collector for the full cost of the service appointment. This is an extremely unacceptable business practice, and looking at their Yelp reviews there are other similar complaints to mine. As their technician's own documents state that the dishwasher was disassembled, his claims that he 'found a problem' or inspected are false. I want the debt collection cancelled and no charge.

  

  Business response

  27/09/2022

  Dear *****,

   

  When you booked an appointment with us, one of the call representative informed you that we charge a service call fee for our visit which you agreed to and booked our services. After the technician diagnosed the problem you decided to change your mind and not pay for our services.Please note that You are legally bound to pay the service call charges as a verbal agreement.

  We are not voiding the invoice, please preceded to pay it with the collector company or else a legal action will be taken.  

  

  Business response

  28/09/2022

  Attached photos of the disassembled parts as well as the model number of the machine and the invoice with the conclusion of the diagnostics of the technician. 

  You may not like the way he diagnosed the machine and found out  what is faulty with it, but it doesn't mean he didn't perform work and it doesn't mean his findings are wrong. It simply mean that you didn't like the way he works and decided that it is sufficient to not to pay the invoice. We guarantee our work and if our findings are wrong we issue a full refund, this is how confident we are in our work. We are in business for over 7 years now and had not even once made a mistake with our findings of the problem. 

  You called us for service, we provided the service at an agreed service call charge, you declined the payment as you decided that we didn't work the way you believed we should although you called us for help... 

  At this point the file is with the collection agency so please contact them to pay the debt

   

  Customer response

  07/10/2022

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

  The images are of the parts I placed on the counter- the technician did NO diagnosing as all he did was open and close the door. He didn't turn it on or look in the machine. He literally did nothing and said he couldn't because I had the parts taken apart. Your statement here is a complete lie!

  "You may not like the way he diagnosed the machine and found out what is faulty with it, but it doesn't mean he didn't perform work and it doesn't mean his findings are wrong." 

   

  There were NO FINDINGS possible because he did not do any assessment work. It is extremely inappropriate for your company to insinuate your technician assessed or diagnosed anything and insist Ipay when all evidence is showing 1) your technician couldn't have done any diagnosing as I had the machine apart before he came (which I told you on the phone at the time of booking, and should have been told THEN that he couldn't do anything) 2) Your technician notes state the machine was already apart 3) He cannot POSSIBLY diagnose a machine by not turning it on or looking inside. It is literally impossible. 

   

  I will absolutely continue to fight this because the principle alone that your technicians notes state the machine was disassembled to a point he couldn't assess it, but he still claimed certain parts were the problem and is 100% lying about knowing the problem with the machine. 

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

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