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Business Profile

Major Appliance Services

Maple Leaf Appliance Repair

Headquarters

Complaints

Customer Complaints Summary

  • 34 total complaints in the last 3 years.
  • 13 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:26/03/2025

    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.
    Initial service call March 6th. Return visit approximately March 10th or 11th, 2025. Repair to dishwasher. Initial investigation indicated pump replacement required. Return visit replaced pump. Technician left site prior to full wash cycle completing. In personal investigation following cycle the dishwasher is now not draining at all and is full of water and non-functional. In addition, the dishwashers wash arm was, evidently, never reinstalled and is now missing. This has been brought to the Technicians attention directly and the company has been contacted; both to no response at all. I have been left with an appliance in a worse state than when the repair was hired and included in the problem a missing critical part.

    Business Response

    Date: 26/03/2025

    Dear *****,

    We have tried calling you multiple times and left numerous messages, but never heard back.
    Please reach out back to us as there is some kind of misunderstanding. The repair was completed and tested and you have approved it before the technician left. 
    In any case, we provide full warranty and will attend to have a look after we get a hold of you

    Regards,
    Vlad, owner
  • Initial Complaint

    Date:11/02/2025

    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.
    This business seems to fraudulent. I booked an appointment online as it said $30 discount. I called a day before the appointment to confirm that the visit to fix the dishwasher would be $150 - $30 discount which is $120. The website also said do not pay, if we cannot fix it which now they have removed it. They confirmed over the phone. The technician arrives the next day. I am taking him through the elevator and the first comment I hear is that the elevator is big enough to lay a body. That in itself was an uncomfortable comment. Then the technician rips open the dishwasher. I asked him what is the size of the dishwasher, and he answers he does not know. Then within 15 minutes he says it is not fixable and pay me $150. I refused to pay as it was within the policy they had on their website or pay partial of $50. But now I am receiving threats every day for collection.

    Business Response

    Date: 11/02/2025

    Thank you for reaching out regarding your concerns about the service provided by Maple Leaf Appliance Repair. We take all feedback seriously and would like to clarify the details of your service call.
    1.Service Fee Agreement:
    At the time of booking, our policy clearly states that a service call fee applies regardless of whether the repair is completed, except in cases where a repair is possible but not performed.
    Your invoice (attached) outlines the service fee of $150, which is standard for all diagnostic visits. A 5% tax was applied, bringing the total to $157.50.
    The technician determined that your Whirlpool dishwasher required a new control board, which is no longer available, making the repair unfeasible. As per our terms, in such cases, the service fee still applies.
    ******** Discount & Policy Change:
    The $30 discount is applicable only on completed repairs, not on diagnostic visits. This is outlined in our booking terms.
    Regarding any website changes, our terms and policies are subject to updates, but our service call fee policy has always remained consistent.
    3.Technician Conduct:
    We apologize if any remarks made by the technician made you feel uncomfortable. We take professionalism seriously and will review this matter internally.
    4.Collections Notice:
    As the balance of $157.50 remains unpaid, this invoice is now overdue. If payment is not received promptly, the matter will be escalated to collections.


    We kindly request payment by Feb 15 to avoid further action. If you have any additional concerns, feel free to reach out to us directly at ****************************** or **************.


    Sincerely,
    Maple Leaf Appliance Repair
    **************
    ******************************

    Customer Answer

    Date: 11/02/2025

     
    Complaint: 22928661

    I am rejecting this response because:

    (1) Kindly listen to the recording of my conversation. I clearly asked that will I get $30 discount for tomorrow's visit for booking online. And the answer was yes. There was no clarifying statement that it is $30 off the repair

    (2) I actually do not care about your current policy. At the time, I booked the policy was DO NOT PAY, if we cannot fix it. It clearly did not say this does not cover components not available. 

    (3) The fact that you changed the policy right away, means you realized that your policy was wrong. This clearly proves my point of fraudulent behavior and intent.

    (4) Your technician did not even know the size of the dishwasher. And you expect me to trust this technician? We pay regular price of $150 so that we can have trustful source and NOT shop around. I was asked to pay another technician $150 to get a second opinion. The new dishwasher costs $500. How can I trust a business that could not trust themselves and their service and can defraud in legal jargon and terms?

    (5) Transparency is key for any consumer. None of these clauses were transparent. Not to mention that not only me, but my tenant felt the same that the technician was not knowledgeable and professional in his behavior. This is NOT the expected service when you boldly charge $150 and advertise on FaceBook.

    (6) Me paying money, will give your business a right to fraud other users in same situation. As mentioned, it is about consumer right protection and clear, transparent intent of attitude to give consumer service in return of money which was NOT provided as advertised.

    Sincerely,

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

    Business Response

    Date: 12/02/2025



    Final Response to BBB Complaint Invoice #*****


    Dear Ms. ************************ you for your response. We appreciate your feedback and take all concerns seriously. However, we must reiterate the facts regarding your service and the associated charges. 

    1.Service Call Fee & Discount:
    Our standard policy is that the $30 discount applies to completed repairs. While we understand your concern, verbal miscommunication does not override our established terms.
    Our records confirm that a service call was performed, and a diagnosis was provided, which is what the service fee covers.


    2.Policy at Time of *********************** policy has always stated that if a repair is not possible due to parts unavailability, the service call fee still applies.
    We continuously update our website for clarity, but this does not change the fact that diagnostic services were rendered in your case.


    3.Technician Conduct & Expertise:
    While you may disagree with the technicians approach, the core issue was a non-repairable dishwasher due to a discontinued control board, which is an industry-standard conclusion.
    The service call fee is for expert evaluation and diagnosis, not a guaranteed repair.


    4.Transparency & Consumer Protection:
    Our terms were available at the time of booking, and the invoice explicitly outlines the non-refundable service call fee in such cases.
    We are transparent about our policies, and they align with standard appliance repair industry practices.


    ******* Notice for Payment:
    The outstanding balance of $157.50 remains overdue.
    If payment is not received by Feb 15, the matter will be escalated to collections.


    We regret that we could not meet your expectations, but the service fee remains valid and due. Should you require any further clarification, please contact us directly at ****************************** or **************.


    Sincerely,
    Maple Leaf Appliance Repair
    **************
    ******************************


    Customer Answer

    Date: 12/02/2025

     
    Complaint: 22928661

    I am rejecting this response because:

    (1) Your call center should stop operating if the verbal miscommunication is acceptable in your business

    (2) As mentioned, your business is taking advantage of consumer's trust by hiding those policies deep down into fine prints instead of your call center agents knowing these. 

    (3) Can you show me your policies on the screenshot I shared from ******** when I was booking online? I book online, it does not show. Your call center does not know. But you expect the regular consumer to read them when??????

    Sincerely,

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

  • Initial Complaint

    Date:28/01/2025

    Type:Billing 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.
    Called maple leaf appliance to fix a washer. The technician didn't give me a call so didn't know if he showed up or not. Got a call back saying he showed up but didn't get a call. I gave them my credit card information to fix the the washer in my rental (this address information was not tied to my credit card). A few days later I got a scam call trying to get more information from me. They used my credit card info and the address of my rental to try to scan money from me. I had to cancel my credit card after calling my bank and confirming this was a scan call. The only company that would have had my credit card info and my rental address was maple leaf so they either sold my credit card info or they sold it to scammers. The kicker to all of this is they now sent this 150$ bill to collections agency. STAY AWAY this place is a scam. The fact they would charge a person for not doing any work then send you to collection after you get scammed how is this legal?

    Business Response

    Date: 28/01/2025

    This was resolved with the customer 

    Customer Answer

    Date: 29/01/2025

     
    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

    Date:21/01/2025

    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 requested a technician to check my Sub Zero fridge/freezer because it was not producing ice. On December 11, 2024, a technician came. He was trying to adjust the temperature, but he could not figure out how the control panel worked. He diagnosed that the control panel was broken and needed to be replaced. When he checked, the part was no longer available. He billed me for $324.45 and left. I contacted Maple Leaf about having to pay when they failed to fix it Their ad says "If We Cant Fix It, You Dont Pay!". *** responded and explained that this policy does not cover situations when the part is no longer available or the appliance is unrepairable. And that the amount covers the time and expertise needed to assess. That would have been acceptable until I talked to a technician from the *********************** in the **** named *****, who said to test the control panel first to see if it would work by resetting it. I reset the control panel with his guidance, and it worked again. It turned out nothing was wrong with the control panel - it just needs resetting. The fridge/freezer is now working fine up to now. The bottom line is the diagnosis was incorrect. I insist that their policy of "If We Cant Fix It, You Dont Pay!" applies here because:(1) The part that is supposed to be no longer available is not actually broken; therefore, no part needs replacement;(2) The fridge/freezer is not 'unrepairable' because I was able to reset it, which is what it ended up needing.I sent another communication explaining this to *** on December 19, 2024; I even shared the manual/diagrams and the steps needed to reset the control panel so they can help fix other owners who have the same model/age appliance. There was no response after that, so I am escalating to a different platform.Below is the link to prove that the control panel is working, which I used to reset the freezer.**************************** Attached are the invoice and communications.

    Business Response

    Date: 21/01/2025

    Hi,

     

    We have contacted the customer and offered a refund but never heard back. Please respond to our email 

    Customer Answer

    Date: 27/01/2025

     
    Complaint: 22836993

    I am rejecting this response because:

    First, the business ignored my email for more than one month.  They only responded after I gave a review and filed a formal complaint through BBB.  So their statement of "...offered a refund but never heard back.  Please respond to our email" sounds like an attempt to turn the table.  I was the one who gave them a chance to resolve the issue amicably, and they chose to ignore it.  I've submitted to BBB the past communications that would support my statement.

    Second, I am disputing the entire amount of $324.45 on the basis of the "'If We Can't Fix It, You Don't Pay!' policy except if the part is no longer available."  They also mentioned in their initial response email that if the technician is unable to diagnose or lacks the expertise to perform the required repair, the *** is not charged.  My situation meets both scenarios - my fridge does not need a replacement part; the technician just does not know how to re-set it.  The unit is now working fine after it has been re-set.  Feel free to send a representative to do an inspection.  Or I can take a video to prove that everything in my fridge is now functioning.    

    The business is offering a refund of $150.00.  I want a full refund of $324.45.     

    Sincerely,

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

    Business Response

    Date: 27/01/2025



    Dear Ms. ****** and the Better Business Bureau,


    Thank you for bringing this matter to our attention. We appreciate the opportunity to clarify our position and provide additional context regarding this situation.
    1.Our Attempt to Resolve the Issue Prior to This Complaint
    We would like to address the claim that we did not respond to your initial outreach. Our records indicate that we responded to your email and offered a resolution before this complaint was filed. Unfortunately, we did not receive a response to our efforts. We understand the importance of timely communication and regret any frustration this may have caused. However, it is not accurate to say that we ignored your concerns.
    2.Service *********************** provided was performed in good faith based on the initial diagnostics and evaluation. The diagnostic fee reflects the technicians time and expertise in assessing the issue with your appliance, as well as the guidance provided during the service visit. While we acknowledge that you were able to reset the unit yourself at a later time, our technicians efforts were aimed at identifying and addressing the problem based on the symptoms presented at the time of the visit.
    3.Refund Policy
    We strive to uphold our commitment to customer satisfaction. While we cannot offer a full refund of $324.45, we have extended a partial refund of $150.00 as a gesture of goodwill. This refund represents a significant portion of the service cost while still accounting for the work performed by our technician. We believe this is a fair resolution under the circumstances.


    We value your feedback and are always looking for ways to improve our services. If you have additional questions or require further clarification, please feel free to contact us directly.


    Thank you for your understanding.


    Sincerely,
    Vlad
    Maple Leaf Appliance Repair

    Customer Answer

    Date: 05/02/2025

     
    Complaint: 22836993

    I am rejecting this response because:

    In response to the business previous message, which seems self-serving and hypocritical, I have the following points to address:


    1.)I was already in communication with Maple Leaf in December with a person named ***.  On December 19, 2024, I asked *** what the business intends to do with my concerns, but I did not get any response anymore. After more than 1 month of waiting, I decided to write a ****** review on January 21, 2025.  In their previous response, they said it was not accurate to say that they ignored my concerns. If the business does not call my one month plus of waiting 'ignoring my concerns', what do they call it? They only paid attention after seeing my review.
    After the ****** review came out, a person named ***** who introduced himself as the owner, offered to re-fund $150.00 out of the $324.45 I paid.  I responded to their so-called effort on that same day January 21, 2025, but this time through BBB.  I decided that BBB is a better route after sensing this business might not deal fairly by not adhering to their policy, especially to those who fell into the trap of the If We Cant Fix It, You Dont Pay! policy.
    2.)I disagree that the service was performed in good faith.  The technician did not have the expertise; in fact, he was quick to say that the control panel was broken, which I later found out was not. He provided no helpful guidance; in fact, it was I who gave *** the instructions on how to reset the control panel as soon as I had mine working. Analyze these scenarios: Why would their technician not admit that he can not fix it when it was clear that he did not know how that control panel works? But if they diagnose that a part needs replacement and is no longer available, I will have to pay the entire fee even if they did not do a thing. So which scenario is best for the business?
    3.)They keep on talking about their offer of a partial refund representing service cost & work performed by their technician and goodwill. So their policy of If We Cant Fix It, You Dont Pay! is not true.  Is that what they are saying? If a customer like me chooses them over the other businesses because of that policy, which they did not adhere to, isnt that a misrepresentation?
    I do appreciate their time in trying to resolve this issue. However, I still insist that I be refunded for the entire amount of $324.45 based on their If We Cant Fix It, You Dont Pay! policy.  

    Sincerely,

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

    Business Response

    Date: 07/02/2025




    Dear Ms. ****** and the Better Business Bureau,


    Thank you for your response. We understand your concerns and would like to provide further clarification regarding this matter.


    1. Communication and Resolution Attempts


    We acknowledge that there was an initial communication with *** in December 2024. However, after your last inquiry on December 19, we did not receive any further follow-ups from you until the ****** review was posted on January 21, 2025. We regret that our response did not meet your expectations within the timeframe you desired, but it was never our intention to ignore your concerns.


    Once we became aware of your dissatisfaction through your ****** review, we promptly reached out and offered a resolution, including a partial refund of $150. We believe this was a fair and reasonable offer, considering the service was performed, and time was spent diagnosing the issue.


    2. Service Provided and Policy Clarification


    Our technician conducted a thorough diagnostic and provided their professional assessment based on the symptoms presented at the time. While we understand that you later reset the control panel and your fridge is now operational, at the time of service, the technician acted in good faith and based their diagnosis on their professional judgment.


    Regarding our If We Cant Fix It, You Dont Pay! policy, this applies strictly in cases where the technician is completely unable to diagnose or attempt a repair. However, once a diagnosis is made and service is provided, the service fee applies. Our technician did not simply walk away without assessing your fridge; they provided their findings and recommendations. While we regret that you later found an alternative solution, this does not negate the time and effort spent on diagnostics.


    3. Refund Offer


    We have already extended a partial refund of $150 as a goodwill gesture, which we believe is a fair resolution given that service was provided. While we understand you would like a full refund, we stand by our policy that diagnostic services are billable once they are performed.


    We appreciate your feedback and will continue to review our processes to enhance customer communication and service transparency. However, our refund offer remains firm at $150, and we respectfully decline the request for a full refund.


    Thank you for your understanding.


    Sincerely,
    Vlad
    Maple Leaf Appliance Repair

    Customer Answer

    Date: 14/02/2025

     
    Complaint: 22836993

    I am rejecting this response because:

    Communication and resolution attempts

    How many follow-ups do they need from their customer before they respond?The ball was in their court, and the least they could have done was respond like they did here under BBBs watch. Not meeting my expectations is an understatement for ignoring my inquiry, intentional or not it was a disregard for me.  

    If We Cant Fix It, You Dont Pay!

    Do they have a technician who admits that he can not diagnose or will not attempt to repair? They will look silly. Isnt it more convenient and beneficial to them that instead of doing that, just diagnose a part is broken, working or not? I think they should remove that policy if they are not adhering to it anyway, to level the playing field among other repair businesses.

    I am stopping here due to health issues; I will not pursue the complaint anymore. I was advised to take a break from stressors like this.  

    Let them do whatever they want.

    Sincerely,

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

  • Initial Complaint

    Date:06/01/2025

    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.
    My 8 month old unitized washing machine stopped working after being moved. Initially a technician said the transmission needed to be replaced. We waited for the part to be ordered. When the technician came back with the part a few weeks later, he was not able to complete the repair. He couldnt get the tub nut off. Sounds like he did not have the correct key to remove this. He left claiming hed return the next day, then ignored our calls for two days. I requested another technician multiple times from maple leaf and schedulers told me I could not and had to finish with the same technician. Said technician finally came on the evening of the third day. He couldnt get the tub nut off so attempted to saw this. He gave up, said that the machine could be repaired if someone had the right tool. He refunded our initial payment and left. I found when he left that he broke our door, and damaged our wall. I called many other repair companies who said they could not remove the tub nut now because it was damaged when the technician sawed the nut. They all informed me sawing this part is not a standard practice and that the machine is not repairable now because no one who has the correct tool can remove the tub nut due to the damage. I emailed maple leaf multiple times for replacement of my now ruined washing machine and repair of my door and wall. They played dumb, ignored my requested and insisted it could be repaired, and even had the technician I complained about contact me personally to argue. They insisted the machine could still be repaired- yet refused to send someone else to repair it. I had to end up buying a new machine after this nightmare.

    Business Response

    Date: 07/01/2025

    Thank you for sharing your concerns. At Maple Leaf Appliance Repair, we strive to provide professional and effective service, and we regret that your experience did not meet expectations. We would like to address the points raised in your complaint:
    1.Disclaimer Regarding Moving Appliances: As outlined in our invoice, we include a disclaimer stating that moving appliances during repair carries inherent risks of damage to walls, doors, and other surfaces. While our technicians take every precaution, incidental damage can occasionally occur. This disclaimer is provided to ensure transparency before services are performed.
    2.Refund Issued: A full refund of $173.04 was processed on December 21, 2024, as noted on your invoice. This was done to resolve any dissatisfaction with the service provided.
    3.Repair Challenges: We understand your frustration regarding the challenges faced during the repair process, including the difficulty in removing the tub nut. The technician made every effort to address the issue but encountered unforeseen complications.
    4.Commitment to Improvement: We take your feedback seriously and will review this situation internally to ensure that our technicians are equipped with the necessary tools and training to handle such cases in the future.


    We regret any inconvenience caused and appreciate your understanding regarding the inherent risks and complexities of appliance repair

    Customer Answer

    Date: 13/01/2025

     
    Complaint: 22769136

    I am rejecting this response because: 1.There is no disclaimer in your invoice that your repairman may damage my walls and doors by not removing the door properly before moving the appliance like he should have. I was also not notified that he could destroy my property without consequence when I made the appointment or by the repairman before he did it.
    2. Your repairman didn't have the correct tool- instead of telling me this so I could call a reputable company who would do this correctly, he attempted to saw the tub nut- which he could not do, which destroyed the tub nut so that another company could not remove it. This is not unforeseen complications this is negligence. Any repair man could tell you that partially sawing through the tub nut would make it so the correct key couldn't be used. This is what many other companies have told me since I tried to find someone to fix this machine after he damaged it. The proper thing to do would be to say you don't have the correct tool and that the work can't be done. I could call another company who has the correct tool and have had my machine serviced. 

    Your repair man destroyed my machine and damaged my wall and broke my door. I can't believe a company could treat a customer this way and not fix damage from a negligent worker. 

    ***** ******

    Business Response

    Date: 14/01/2025

    We truly regret that you are dissatisfied with the outcome and would like to take this opportunity to address your concerns in greater detail.
    1.Disclaimer on the Invoice: Our invoices include a clear disclaimer stating that moving appliances during repairs may result in incidental damage to walls, floors, or other surfaces, and we are not liable for such damage. While we understand your frustration, this disclaimer is provided to ensure customers are informed about the potential risks before services are performed. Additionally, our technicians strive to minimize any such damage, and we regret that this occurred in your case.
    2.Technicians Efforts and Tools: While the technician faced difficulties with the repair, it was never our intention to cause harm to your appliance. The technician attempted to resolve the issue to the best of their ability with the tools available at the time. We acknowledge that the approach takensawing the tub nutwas not ideal and regret any impact this had on your ability to have the machine serviced elsewhere.
    3.Refund as Resolution: As soon as it became evident that the repair could not be completed to your satisfaction, we issued a full refund of $173.04 as an acknowledgment of your inconvenience. We hoped this would serve as a fair resolution to the situation.

    Customer Answer

    Date: 24/01/2025

     
    Complaint: 22769136

    I am rejecting this response because:
    You keep saying that it states in your invoice you can damage my property and not be responsible. It does not say that. I uploaded the invoice given to me that does not say anything about it. You then uploaded the same invoice that does not say that. It was not told to me at all when selecting this business to repair my machine that you may damage my property without being responsible. It doesnt say that on your website either.  You broke my door and damaged my wall. That is not expected when fixing an appliance.  
    Also in regards to the washing machine you broke- I did not approve your company to attempt a repair that was not standard and that render my machine unrepairable because you didnt have the correct tool. If the technician had the correct key required to remove the nut from my machine it could have been repaired. Instead of admitting he didnt have the correct tool and allow me to contact a company that did he damaged my machine and made it so that a company that does have the correct tool to remove the nut cant.  
    Your technician damaged my home and broke my machine. Why isnt this business that comes into peoples home taking responsibility for damage?  If you dont have the correct tool to repair the machine as a technician are you not responsible to tell the homeowner this so they may use a company that can do this? This is outrageous that you can damage my home in multiple places and ruin my machine by and not take accountability. That is part of owning a business.
    Sincerely,

    ***** ******

    Business Response

    Date: 27/01/2025



    Dear Ms. ****** and the Better Business Bureau,


    Thank you for sharing your concerns, and we appreciate the opportunity to respond.
    1.Disclaimer and Liability
    As part of our standard procedure, all invoices include a disclaimer that outlines our policy regarding potential damage to walls, floors, and surrounding property during appliance repairs. This disclaimer was included on the invoice provided to you. We aim to minimize any risk to a customers property during service, but certain repairssuch as moving large appliances in tight spacescan carry inherent risks, which we clearly disclose.
    ******* and Repair Process
    Regarding the repair of your washing machine, our technician performed the service in accordance with standard diagnostic and repair practices. The technician utilized all available tools appropriate for the job. In this instance, the part in question was not removable due to its condition, and further attempts to remove it inadvertently resulted in damage. While we regret that the machine was left unrepairable, the technician acted in good faith to resolve the issue and did not intentionally proceed without the correct tools.
    3.Addressing Damage and Refund
    We acknowledge your frustration with the damage to your door and wall. While our disclaimer waives liability for damage caused during the service process, we genuinely regret the inconvenience this has caused. To demonstrate our commitment to customer satisfaction, we have already issued a full refund for the service provided.
    4.Commitment to Resolution
    We value your feedback and will continue to review our processes internally to improve communication and service quality. While we believe that liability was waived as part of our policy, we hope the full refund issued reflects our intention to resolve this matter in good faith.


    Thank you for your understanding. If you have any further questions or wish to discuss this matter directly, please contact us.


    Sincerely,
    Vlad
    Maple Leaf Appliance Repair
  • Initial Complaint

    Date:25/11/2024

    Type:Billing 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 had Maple Leaf Appliance Repair come out for a service repair to replace a bake ignitor in my *********** oven. When I called in I was told there is a service charge of $150 to come out and a charge for parts. Service technician the quoted a price of $627.90. I received my invoice which charged $399 for the labor charges and $249.00 for the ******* issue: I am a senior and I have an issue being forced to pay $399.00 for 1/2 hour of labor. This is unfair and its ***** of customers. I feel ripped off as I am sure other customers do as well. I don't mind paying a reasonable rate for labor and as such I would request a $200 refund.

    Business Response

    Date: 25/11/2024

    Dear BBB Representative and Mr. ************************ you for bringing this matter to our attention. At Maple Leaf Appliance Repair, customer satisfaction is our top priority, and we strive to ensure transparency and fairness in all our interactions.


    Regarding the concerns raised:
    1.Pricing and Approval
    Before proceeding with any repairs, we ensure that all customers are fully informed of the costs involved. In this case, the total price of $627.90 was presented to Mr. ****** prior to starting the repair. This included the cost of the part and labor, along with the service call fee. At that point, Mr. ****** was given the option to decline if the pricing was unsatisfactory. Upon agreement, we proceeded with the repair.
    2.Labor Charges
    Our labor charges are based on the complexity of the work, not just the time spent. In this instance, replacing a bake ignitor in a *********** oven involves expertise, safety protocols, and specialized tools to complete the job effectively. While we understand concerns about perceived high costs for a shorter time frame, the charge reflects the value of the professional service provided, including the technicians experience, training, and equipment.
    3.Senior Discount
    We appreciate our senior customers and recognize their concerns about affordability. While the repair was completed as agreed, as a gesture of goodwill, we are willing to offer a 10% senior discount on the total invoice. This equates to a refund of $62.79, which we hope demonstrates our commitment to resolving this matter amicably.


    We believe this resolution is fair and in line with our company policies. Should Mr. ****** have additional concerns or wish to discuss further, we welcome the opportunity to address them.


    Sincerely,
    Vlad
    Maple Leaf Appliance Repair

    Customer Answer

    Date: 29/11/2024

     
    Complaint: 22601057

    I am rejecting this response because:

    When I first contacted Maple Leaf Appliance Repair it was indicated the service call (to come out) is $150.00 plus parts. That was my initial understanding and the repairman came out. When I received the estimate of $627.90 I was pretty intimidated because now there is a squeeze an I am in a situation where I have to pay the $150.00 service call fee to decline the offer or go ahead with the switchout of the oven ignitor for the oven. Therefore as a customer I think that a refund of $125.00 would suffice in this untenable situation.


    Sincerely,

    *** ******

    Business Response

    Date: 29/11/2024

    Unfortunately we cannot issue a refund as the $150 service call fee terms were clearly communicated and explained prior to booking the appointment. We clarified that a charge of parts and labour would be in place after the visit, so customer was fully aware of all the charges and possible future charges 

    Customer Answer

    Date: 02/12/2024

     
    Complaint: 22601057

    I am rejecting this response because:

    What is the company prepared to do? I am a Senior and don't feel I have been treated fairly.

    Sincerely,

    *** ******

    Business Response

    Date: 13/12/2024

    Unfortunately we cannot issue a refund as the $125 service call fee terms were clearly communicated and explained prior to booking the appointment. We clarified that a charge of parts and labour would be in place after the visit, so customer was fully aware of all the charges and possible future charges 

    Customer Answer

    Date: 17/12/2024

     
    Complaint: 22601057

    I am rejecting this response because:

    I will accept the original offer of a 10% seniors discount of $62.79 in order to close out the subject complaint. Please note that the payment must be made prior to

    the closing of this compaint.


    Sincerely,

    *** ******

    Business Response

    Date: 17/12/2024

    a 10% senior discount will be applied within 7 business days 

    Customer Answer

    Date: 09/01/2025

     
    Complaint: 22601057

    I am rejecting this response because:

    On December 18, 2024 Maple Leaf Appliance, via a message I received from the BBB had indicated that the Company would be providing me a Seniors Discount of $62.79 within 7 business days. As of January 9, 2025 I have not received a refund from Maple Leaf Appliance.

    Sincerely,

    *** ******

    Business Response

    Date: 09/01/2025

    Attached is the invoice reflecting the 10% discount including the missing $15.54 sent via etransfer on Jan 9th 
  • Initial Complaint

    Date:19/11/2024

    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.
    Maple Leaf Appliance came to repair my dryer. When the repair was complete I could not pay my invoice as the technician forgot his card reader. I then went to do a load of laundry and the dryer was making a horrible noise. I phoned the company and it went straight to voicemail several times. I phoned another company finally days later. They repaired my dryer and discovered it was never put back together properly and the drum wasnt returning and about to seize. Also the venting was never put back on.I phoned and wanted to pay for the parts used but question the labour. Always straight to voicemail. I was left **** about my invoice, never got a phone call returned and they sent their tech to my door to collect very aggressively.I have always been willing to pay for the parts but not the labor as it was not fixed and never rectified. I have now been taken to collections and am dealing with them over this matter.Maple leaf was willing to take 20% off my entire invoice which is not acceptable as the repair never happened. I will pay the parts as I have always stated.

    Business Response

    Date: 19/11/2024

    We have made numerous attempts to contact Ms. Vibert by phone and left several voicemail messages without any response. Our technician completed the agreed repair on May 11, 2024, including the installation of a new heating assembly, as outlined in the attached invoice. The total charge of $606.90 reflects both labor and parts provided.


    We acknowledge the challenges described by Ms. Vibert and are willing to offer a 20% courtesy reduction on the total invoice as a gesture of goodwill. This reduces the total amount due to $485.52.


    However, the parts provided are still in use, and we believe the labor charge is justified for the disassembly and installation required. Our goal is to resolve this matter amicably.
  • Initial Complaint

    Date:31/10/2024

    Type:Service or Repair 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.
    Maytag Washing machine had a small leak coming from the base of it and the technician came and lifted the lid of the machine and looked at the drum and said I need a damper .This was the wrong diagnosis as there was a small pin hole leak coming from a hose at the front of the machine. The incompetent technician spent 3 minutes looking at the inside drum of the washing machine and did not open the metal front plate of the machine to see where the leak eminated from. The company will not refund the service call fee and refuses to accept responsibility

    Customer Answer

    Date: 31/10/2024

    The technician misdiagnosed the problem as a damper issue.The cause of the water leaking out from the base of the machine was coming from the hose at the bottom of the machine , and it was a small pin hole leak in that hose and had nothing to do with the damper.  An examination of the hose revealed the hole. Compression tape was placed over the hole in the hose and a new hose has been ordered.

    The leak stopped immediately when the compression tape was put over the hole in the hose. The technician did not open the front or base of the machine but instead only lifted the lid up to look inside.

    He spent 30 seconds misdiagnosing the problem 

    Business Response

    Date: 01/11/2024

    This complaint was resolved with the customer

    Customer Answer

    Date: 02/11/2024

     
    Complaint: 22494915

    I am rejecting this response because:The company will not refund the service call fee and is still demanding proof of the misdiagnosis by a third party.

    This is unacceptable as the misdiagnosis is obvious ,as the leak stopped when compression tape was placed over the hole in the hole. The damper had nothing to do with the leak 

    The owner refuses to call me and the the supervisor, **** , says he has left messages on my phone. This is false as there are no missed calls or messages on my phone. Nor has there

    been any email to me admitting the poor quality of the technician and a refund offered.

     


    Sincerely,

    **** Jeroff

    Business Response

    Date: 04/11/2024

    We have a greed to the refund already that will be issued within 14 business days 
  • Initial Complaint

    Date:29/10/2024

    Type:Billing 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.
    On October 17, 2024 I had Maple Leaf Appliance Repair ************************************************************************************************************** ************** out to look at my refrigerator that was not working properly. Only my wife was able to be at home while the service tech inspected the issue. the Tech was on site for ***** min and only preformed a visual inspection on the evaporator coil, but then told my wife we needed to replace the whole evaporator coil and condenser coil at a cost of $2500-$3500. No other troubleshooting took place. My wife texted me and i called her back trying to talk to the Tech about some other possible solutions. He said there was none and wrote up the bill to my wife. The service call was $150.00 + GST, which should come to a total of $157.50 but he charged us $162.23 (my wife did not notice at the time when she paid it). I have gotten another company to look at it and they disagree on the diagnosis. I have tried to call and talk to the company and also filled out their online complaint for on their website. I find it very bad business to not even try to diagnose something and just say you need to replace very expensive parts for no reason in only *****min and OVER charge some for the service call.

    Business Response

    Date: 29/10/2024

    After reviewing our records and the details provided by our technician, we would like to clarify the following:


    1.Diagnosis and Time on Site: Our technician inspected the evaporator coil, which is a critical part of diagnosing cooling issues in a refrigerator. The technician determined that the issue required a replacement of both the evaporator coil and the heat exchanger based on the condition observed. We apologize if this assessment felt rushed or incomplete. However, as each diagnosis is based on the technicians expertise and observations, their professional recommendation reflected the most efficient solution given the symptoms presented.


    2.Service Fee Accuracy: Our invoice reflects a service call fee of $150.00, along with 5% GST ($7.50), and a service fee of $4.73, totaling $162.23. The additional service fee, as stated on our invoice, ensures administrative and processing costs are covered. We understand that the breakdown may not have been explicitly communicated at the time of payment, and we regret any confusion this caused.

    Customer Answer

    Date: 04/11/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, there is no explaniation of the service fee that they say they are charging.   But they have refunded my money and i am good to close this.

    Sincerely,

    ****** ******
  • Initial Complaint

    Date:08/10/2024

    Type:Billing 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 invoice that they sent to their collection agency never existed prior to this battle with them , as can be seen from the dates, this has been edited to benefit them the dates do not add up with the time line. An appointment was scheduled on July 17 for them to come to our home on July 19 to look at our icemaker and to see what was required to fix it? Even if they had sent us this quote Which they did not, the charges are dated prior to their service Call to our home so they wouldve had zero idea what needed to be done, Parts or labor wise at that time. On July 19, the tech arrived at our home, assessed our ice-maker that was cutting out intermittently, Let us know that it needed a new board , installed it and was done in 20 minutes, at the end of the appointment he charged us $674.86 That we paid in full via credit card. He said an email receipt would be sent to us, it never was, in fact on all of these invoices sent there is not one entry of our payment made to them.. We paid in good faith and they took it and added extra fees after the fact!Within a few days the ice maker quit altogether. We were leaving on holidays and planned to contact them when returned. However on August 5th with no prior contact they sent us an invoice that our account was now overdue with these added charges.We responded and let them know that we paid them in full at the end of our service appointment. We also made them aware the icemaker was no longer working.The response to this was if we paid this extra bill They would send somebody out, However, already feeling uncomfortable with this company and noticing on this new invoice a quote for yet another part before we had even let them know it was no longer working. We became very suspicious, let them know we would find another repair company knowing we would be out the $680. They still harass us for this mystery. $235. My husband has been quite nasty with them as **** the owner has been so incredibly rude and dishonest

    Customer Answer

    Date: 08/10/2024

    Photo attached with signed consent for ***** ******* to file a complaint with the BBB on my behalf .

    Please also be advised since this complaint was filed we have received a very threatening email from ***** owner of Maple Leaf Appliance repair demanding we remove our review or face consequences.

    if needed I can forward the email.

    Business Response

    Date: 09/10/2024

    We are writing in response to the complaint submitted by *** and Mrs. ******* regarding their service experience with Maple Leaf Appliance Repair. After reviewing the complaint, we would like to clarify the situation, provide supporting documentation, and address the customers concerns.


    Service Timeline & Quotation:


    On July 19, 2024, our technician visited the ******** home to diagnose and repair their Jenn-Air ice maker, which was malfunctioning intermittently. The technician determined that the issue required the replacement of the ice makers control board. A verbal quote was provided to *** *** ******* for $449 for labor and $399 for the parts (ice maker control board), plus applicable taxes. This quote was made clear before any work was performed. As evidenced in the attached invoice, the total cost for labor and parts amounted to $910.06, inclusive of a $19.66 service fee and $42.40 in taxes.


    Payment and Discrepancy:


    At the completion of the job, *** ******* paid $674.86, a partial amount of the total invoice. Despite our technician providing the detailed cost breakdown, *** ******* disputed the charges at the time of payment, falsely claiming that no prior quote was given. However, the attached invoice (#*****) clearly outlines the agreed-upon costs, including the service call, labor, and parts, with a balance of $235.20 still outstanding. This balance reflects the unpaid portion of the work performed, not any mystery charges as the customer alleges.


    Ice *******************Repair:


    After the service was completed and the partial payment received, the customer reported that the ice maker stopped working again. We received no communication from the ******** regarding this failure until August 5, 2024, when we issued the outstanding invoice. At that time, we offered to send a technician to rectify the issue under our 90-day warranty, provided that the outstanding balance was settled. The customer refused to make the payment, making it impossible for us to fulfill the warranty.


    Misleading Allegations and Inaccurate Claims:


    The customers allegation that the July 17, 2024 invoice date precedes the service call is a misunderstanding. The job was scheduled in advance, and the billing process reflects our internal scheduling and invoicing system. The invoice was generated following the completion of the service, with all dates and amounts accurately recorded, as evidenced in the attached invoice. Furthermore, the suggestion that we edited the invoice after the fact is baseless; all dates, charges, and communications were logged in real time.


    Abusive Language:


    We also wish to address the inappropriate and abusive language used by *** ******* in his communications with our staff. His email exchanges included profanity and derogatory remarks, which we find entirely unacceptable. We have remained professional in all correspondence and have documented his abusive language should further evidence be required. While we understand the frustration associated with service issues, we do not tolerate abusive behavior.


    Collection & Harassment Claims:


    Contrary to *** ******** claims of harassment, all communication from Maple Leaf Appliance Repair has been aimed solely at recovering the unpaid balance and addressing his concerns regarding the ice maker. The balance of $235.20 remains unpaid, and we have rightfully sought collection for services rendered. We have made every effort to resolve this matter in a professional and respectful manner.


    Conclusion:


    Maple Leaf Appliance Repair stands by the work completed, the pricing quoted, and the invoice issued. We believe that the customers refusal to pay the remaining balance has led to this misunderstanding. We are willing to provide any additional documentation, including service records, internal communications, and payment history, to support our case.

    Customer Answer

    Date: 10/10/2024

     
    Complaint: 22393644

    I am rejecting this response because:

    This is inaccurate information* There was never any written quote provided to us prior to the work being completed and you will need to produce that proof  since you keep claiming that we in fact did. The invoice you sent to collections is dated July 17th * any invoice can be back dated and this one is dated  2 days prior to you even coming to our home to look at our ice maker* how would you even know what needed to be done.

    Jenn Air ice makers have several different  components to them* including 3 different Electrical boards * an ice box mechanism as well as an electronic eye* There was no possibility of you quoting us for a specific part prior to our service call on July 19. As well we have had enough appliances repaired in our adult lives that $449 per hour for labor wouldve been a huge red flag as it is more  then double the standard industry fee* we would have never continued with you but again there is no transparency with you* your website or your company and if I am correct* transparency is a very large part of being BBB accredited so I would like to understand how you remain so  with so many reviews and complaints stating exactly this concern?

    Because you have no proof as to a written quote you are now claiming the  technician is saying that he was argued with over the price that is complete hearsay and has no merit here. You were not there to witness this* it absolutely never happened and is so blatantly convenient for you to now add this as part of your defense when not once in your argument prior to us filing this complaint was this ever mentioned.
    What you did say in response to my review was that you had proof that we refused to pay any of  our  bill for the work provided until I posted a picture of our credit card payment. Which by the way to this day we have never received a receipt nor does it show on any invoice.
    At the end of the service call *your  tech 
    provided us with an amount of $674.86 He did want to charge us for the icebox part which was an additional $399 which was not replaced at this appointment so we asked him to remove that from the total.  we paid that amount in full and in good faith* it would make no sense for him to take a partial payment from us* especially such a large* odd amount which included  GST* leaving this small amount owning. Even if your accusations were true and we did in fact argue with him * He was the one in control of your credit card payment system ***** your  tech was the one who entered the amount owing*  he told us what the final billing amount was* took our cc information from us and entered it. Do you think we wrestled him and took the payment machine and entered the amount ourselves or said no* you cannot enter the full amount but you can charge us $674.86 this makes zero sense and is really reaching to try to make it look like we just didnt want to pay $235 more* but were willing to pay $674 of it ??? If he had charged us at that time* It wouldve been what he entered on the machine and absolutely our credit card wouldve been charged* but it was  10 days later that you sent an invoice with this added amount and as well as a service fee* which we have no idea what that is for and is  not mentioned on your website or on the text you sent confirming our appointment where it states only your $150 service call charge but somehow conveniently was added to this post service invoice*.

    The amount we paid you is a large amount* Its not a small amount of money ***** It seemed consistent with what we wouldve paid for the work that was done* We are not trying to weasel out anything we paid you in good faith* what we were asked to pay at the end of our service appointment on July 19* you are the one going to the mat for this added $235

    Never in our years as responsible adults have we ever had to give a bad review or refuse to pay somebody but this would push anyone to their limits.  If you want to convince us that we saw this quote* provide a copy of your dated email please and all this other correspondence you claim to have. 

    Now addressing the fact that vulgar language was used . Yes* and for that an apology is probably owed * however * just for the record* none of that is illegal * you  cannot threaten to sue someone  for swearing at you and dont forget Vlad * we also have a copy of your fake Legal document asking us to cease and desist * Telling us to take down our negative review or face the consequences stating that we have acted fraudulently and threatened you* gone out of our way to tarnish your company and committed crimes* which could bring a sentence of up to 14 years in prison! 

     What you think people will buy into by bullying them is concerning ! We are bright educated people who will not fall for your  threats or accusations.

    As for your point that you made in regards to us not allowing you  to come back and service the icemaker through warranty* nor communicating that it had quit working all together you are correct and its quite simple* we did not  want to do business with you any further. Unfortunately for us we did not do our regular due diligence prior to reaching out to you but once things went the way they did* we  had a very uneasy feeling about it so we dug deeper  into your reviews and your  BBB complaints and chose to cease any further interaction with you or your company and to find another  company to complete the work* which we had every right to do and we have the invoices to back up those repairs* which cost us an additional $450 on top of what we paid to you.
    As well* I would like to point out since you claim we are these people who are trying to rip you off not ONCE did  we ask for a refund and even in our settlement here we are not asking for a refund * even tho the part your tech replaced* had nothing to do with the issue with our ice maker* the second part you quoted us even before you knew it had quit working again also had nothing to do with
     issue with the icemaker and we had to pay another company to fix it properly so in reality we could very fairly be asking for a refund but we understand that a tech did come out* and a service was completed for us* and a new board was installed so we believe that payment was valid* we chose to cut our losses and move forward yet here we are

    We  were asked to Pay $674.86 to your company for services rendered and that is we did.

     

     

     

    Sincerely*

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

    Business Response

    Date: 21/10/2024

    This letter serves as our formal rebuttal to Mr. ******** rejection of our previous response. We appreciate the opportunity to provide additional context and evidence, including documentation from the collection agency, the invoices, the appointment confirmation, and the transcript of the recorded conversation between our technician and Mr. ********************** Service Quotation and Invoice Timeline:


    On July 19, 2024, our technician visited the ******** home as scheduled to repair their Jenn-Air ice maker. The technician diagnosed the problem, provided a verbal quote of $449 for labor and $399 for parts (for the new control board), plus tax. This amounts to $848 before tax, as documented in the attached invoice #*****.


    Contrary to Mr. ******** claims, there was no mystery balance or post-service changes to the charges. The invoice issued reflects the correct amounts, including a $19.66 service fee (as per our policy) and 5% tax, which brought the total to $910.06, with $235.20 still outstanding.


    The customers claim that the July 17th date is suspicious is inaccurate. The July ****************************************************************************** advance. The repair work was completed on July 19, with the invoice finalized afterward. There has been no backdating or manipulation of the invoice.


    2. Transcript Evidence Supporting Our Position:


    Attached is the transcript of the conversation between Mr. ******* and our technician, which confirms:


    The technician reminded Mr. ******* of the outstanding balance and offered to help resolve the ice maker issue under our 90-day warranty, provided the balance was settled.
    Mr. ******* disputed the original quote, claiming the technician quoted $450 instead of the correct total of $848. However, Mr. ******* acknowledged during the conversation that the charges were explained but refused to pay the full amount.
    Alarmingly, Mr. ******* made veiled threats toward the technician, saying, If you mistreat me, Ive got ways to find you, and suggested he might call the technician for a personal chat if his demands were not met. This behavior is unacceptable and highlights the confrontational and hostile nature of the interaction.
    Despite the challenges, our technician remained professional and referred the matter to the office for resolution.


    This conversation demonstrates that the quote was communicated, and the refusal to pay the remaining balance was a deliberate choice by the customer.


    3. Valid Collection Process and Outstanding Balance:


    Given the partial payment of $674.86, the outstanding balance of $235.20 was transferred to collections. Attached are documents from the collection agency confirming the outstanding amount. This action was necessary to recover the unpaid amount for services rendered.


    Mr. ******** argument that the service technician could have entered any amount into the payment terminal is baseless. The partial payment was accepted under dispute, and the remaining amount reflects the unpaid balance as per the agreed-upon quote.


    4. Response to Accusations of Fraud and Transparency:


    Mr. ******* has falsely accused our company of fraud and lacks transparency. As evidenced by the appointment confirmation, the invoice, and the collection documents, we have operated within the scope of our policies.


    The appointment confirmation email explicitly states that a service charge will apply unless the repair is completed.
    All charges, including the service fee, were transparently documented in the invoice #*****.
    The collection notice from ********* confirms the outstanding balance of $235.20, further validating our efforts to recover the unpaid amount.


    5. Refusal of **************** and Additional Repairs:


    We acknowledge that the customer chose to engage another ********************** company. However, this decision was made after refusing to settle the remaining balance, rendering the warranty void. Our policy clearly states that repairs must be fully paid to activate the warranty.


    Despite this, we have not sought to penalize the customer beyond the legitimate balance owed for the original service. At no point have we refused to engage in good-faith resolution efforts.


    6. Conclusion and Resolution Request:


    In conclusion, the transcript, invoices, collection documents, and communication records clearly demonstrate that Maple Leaf Appliance Repair has acted professionally and transparently throughout this matter. The outstanding balance of $235.20 remains due and payable.


    We respectfully request that this matter be closed in our favor, as all documentation and evidence support our position. We remain open to further discussion if needed, but we ask that Mr. ******* cease making baseless accusations and fulfill his financial obligations.

    Customer Answer

    Date: 23/10/2024

     
    Complaint: 22393644

    I am rejecting this response because:

    Your tech did not give us a quote for $910 to replace one part of our ice maker!
    That is almost $1000, had we been quoted this we would have just opted for a whole new one.
     You are speaking on his behalf but you were not even present during the service call, you can make up any dialogue you want  to support your argument after the fact but it does not make it true.
    Everything you are saying is heresay, you have not been able to show any proof to dispute the amount your tech asked us to pay of $674.86. 
    $399 was what he said was the cost of the part and we assumed the remainder was the labor charge as there was no invoice and no real breakdown just the $674.86 total which seemed accurate and we paid it.
    We did not bully or coerce him into paying less, not only is this accusation baseless, defamatory and without merit  it would be incredibly bizarre that we would come up with this random amount with GST included! Threatened him, a grown man??? We are not the mob! You took the our angry messages  and used them out of context, They were sent  because of your calls, emails and threats to send us to collections  they are dated 10 days after the fact and have nothing to do with your tech and by the way swearing  is not illegal!

    You twist things to make it look as though we purposely tried to rip you off and had no intention of paying the full amount.again baseless accusations. I am quite sure if this was our motive we would not have given you almost $700 and refused to pay $235 and then pay $450 more to actually have it properly repaired , what would be the point in that? 

    Bottom line is he told us the amount owning and we paid it, he had complete free will to enter whatever number required in his little cc machine and that is what he did and took our payment.
    Have you ever once considered that perhaps your tech made the error?
    As for you complete professionalism please see attached the fake legal cease and desist letter sent to us, threatening possible jail time and citing legal codes if we did not remove our negative review , which by the way is 100 % illegal to send such documents for monetary or personal gain. Not one word of our review is untrue and our explanation has remained the same throughout whereas your story has changed from giving us a a paper quote, to a verbal quote ,to us coercing your tech and now threatening him.

    In regards to not reporting to you that the ice maker had completely quit working, you were made aware when we became aware. As previously mentioned we were away on holidays and had only found out the day prior to you sending this new invoice , 10 days after the service call  by the way but dated 2 days prior to the service call . again just odd how thats possible!  There is not one invoice dated the day of the repair, nor did we receive any documentation Prior to work or after the work was completed not even receipt of our payment.

    Not having you back for warranty work again as mentioned before . You would only come back if we paid this other amount, which we would not do as we had paid your tech in full as per his  request at the time of the service call. As well, by this time we had looked at your negative reviews and BBB complaints, we wanted no further dealings with you and your so called transparency which after the fact amounted to $449 an hour labor charge which is double the going rate and price gouging and NOWHERE mentioned on your website or by your tech prior to completing the repairs. If you are so comfortable with your transparency,  should this not be clearly listed on the appointment confirmation as well as this $19.99 service charge? You had every opportunity to make us aware of this in writing prior to our appointment, the ONLY fee clearly listed is the $150 so why not your labor charge?
    I believe BBB standards would require the company in question to provide a thorough and detailed quote to the consumer and provide said quote with receipt of payment for transparency to occur. Not create an invoice 10 days after the fact. (See attached invoice from royal repair dated day of service, paid in full,  invoice and receipt received immediately)

    We pay our bills and we paid exactly what we were asked to pay.

    So now you have sent us to collections for $235 which you claim we knew of but refused to pay, yet you have our $675 , left us with an ice maker in worse shape then before your tech arrived and we had to pay another $450 to have a different company out to fix your techs  misdiagnosis. neither the part or the service he provided was even the issue so in reality paid you for nothing and for a part that did not require replacing.

    Met Credit calls constantly, in the middle of our work day,  disrupts business or while we are with clients as Im sure is the sole purpose of wearing one down, just cheap tactics . A resolution may not be achieved here but at least, if nothing else we hope it will be a warning to others.

    Our own business excellence, stellar credit rating and previous history of not one BBB complaint or negative review speaks volumes as to who we are. We have no control over how you handle yourself but we will not back down and give into your pressure tactics . We have been completely truthful and forth coming.
    ****** is still about fair and reasonable fees for services provided and transparency to the consumer.









    Sincerely,

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

    Business Response

    Date: 28/10/2024

    The issue was resolved directly with the customer 

    Customer Answer

    Date: 28/10/2024

     
    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,

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

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