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Complaint Details
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Initial Complaint
05/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
March 14, 2024 ****, from Maple Leaf Appliance Repair contacted us at 1:38 pm to let us know he was on his way to fix our Frigidaire fridge that was leaking water from outside of the spout when attempting to use it. The following information is taken directly from the review we had left for Maple Leaf "**** ***** **** ********* ******** ** ******* ** ******* ** ************** ********* *** ****** ******* ** ******** **** **** *********** ***** ** *********** ***** ******* ** ****** *** ******* ** **** ******** ** *** ****** ****** ** *** ******** ***** ****** *** *********** ********** ********** * ***** ********** ** *** ***** ** *** ***** ******* *** ********* ** **** *** ****** ******* ** ******* *** ****** ******** *** ****** ***** ******** ** ******* ******* ** *** ***** ******** * *** ***************** ** **** ********* ** *** ********** ****** ** ***** *** *** ******** ***** ******** **** **** * ****** ***** **** *** ***** **************** ** *** ********** ****** ****** ** *** ****** *** *** ******* ********* ************ **** ******** *** * ****** ******** ********* **** ** ************** *** ********* ** ********* **** ********** **** ****** *** ************ ***** *** ** ********* ********** ***** ***** ******** ** *** **** ********* ******** *** ******* ** ******* *** ***** **** **** ******** ********* ******* * ********** **** **** ************* **** ******* **** ** ******* **** *** ****** ***** *** ********* **** *** ******* ** ******** ***** **** ********* *** ***** **** ** ******* ********** *** ***** * **** *** *** *********** *** ** **** *** ***** ******* ******** ** ***** ******* ** ***** ******** ** ******** **** **** * ********** ** **** ******* ********** ** ******** *** ****** *** **** ** ****** *** ******* ** ******* ******* ********* **** *** ******* *** ****** ***** *** ***** ***** *** ********** *** ***** ** *** ***** *********** ******* *** ****** **** **** **** ** ************** ****** ******* *** ******** * *** *** *** ***** *******Customer response
05/04/2024
Refund of $292.95 and floor repair
Business response
09/04/2024
The invoice was received and opened and a screenshot was sent proving it with a time stamp. The time stamp is PST as the main office is in *********.
We provided the quote before we started the repair and the customer agreed to it.
Customer response
09/04/2024
Complaint: ********Thank you for the prompt reply, this is much appreciated.
I am rejecting this response because: please send ** proof of the invoice being sent to us and ensure it includes the date, time, email address, home address. We would like to confirm that we did receive a screenshot of a portion of an invoice, but there are no indicators stating it belongs to our repair. In the screenshot we provided/captured today, it indicates a $150 fee that would be applied to the repair. In the previous images we've provided, the text message sent from the business also indicates $150 repair. Both of which reads that it would be waived when proceeding with the repair or if a repair was not done. **** required assistance and used our wooden takeout chopstick to push tubing into the spout. If the $150 was applied to said repair, please indicate where the justification is for the amount we were charged? In addition, I kindly ask you review our complaint and address the damaged flooring.
Sincerely,
*********** ****Business response
09/04/2024
Attached screenshot of proof of openning the email as well as the invoice and the receiptCustomer response
09/04/2024
Complaint: ********Again, thank you for taking the time to ensure we resolve this matter
I am rejecting this response for a few reasons: the invoice number on the screen capture you provided does not match the invoice number or receipt number you provided today. please provide the screen capture of the email that was sent where the invoice was included - if you no longer have this, please contact whomever provides you IT services to have the email retrieved from the server. The date on the invoice is March 14, however, the payment due date reads March 13. With the aforementioned, it is providing more proof that no invoice was ever sent and perhaps doctored documents are being provided. Also, I kindly ask for you to address where the $150 credit was waived/applied and encourage communication to commence on the damaged flooring.
Sincerely,
*********** ****Business response
11/04/2024
Attached is the screenshot of the invoice being sent and opened as well as the receipt with the matching invoice number. The service call fee of $150 was waived and only the labour charged, which was thoroughly explained to the customer and he have made the payment. This complained is only because the customer is trying to change his mind and extort a partial refund from the company as he suddenly thinks it is "expensive" while at the time of the appointment he agreed to the quote and paid it. There is no real complain here.
If the customer feels that, we have scratched the floor, although my technician assures me he never scratched anything, let him initiate an insurance claim and start an investigation to determine the fault and the liability for the damages.Customer response
11/04/2024
Complaint: ********Thank you again for your response.
I am rejecting this response because: We refrained from questioning ****, the technician, understanding his busy schedule with Maple Leaf. The pricing is beyond his control as an employee. It's unnecessary to impede his progress to the next job - I trust that you can understand this. To confirm receipt of the invoice, we need evidence beyond the invoice itself. A screenshot of the email containing the attached invoice, including details like email address and timestamp, would be beneficial. Kindly provide proof if this email was indeed sent.
You've alleged that we are attempting to extort you, which implies the use of unfair methods. Could you please clarify how this accusation applies, considering that you have not provided the necessary evidence to resolve this issue?
Sincerely,
*********** ****Customer response
12/04/2024
Complaint: ********
I am rejecting this response because:Further to our recent communication, we must reiterate our rejection of the businesss response. No refund, whether partial or full, has been received from the date service, March 14, 2024 to present date, April 12, 2024.
Sincerely,
*********** ****Business response
12/04/2024
I have offered 15% refund multiple times via email to which i received no response and the customer prefered to go through the ********************, I guess hoping to receive a bigger refund!Customer response
12/04/2024
Complaint: ********Hello there,
I am rejecting this response because: we still awaiting the proof you've sent us the invoice and as per the text message received from Maple Leaf, $150 would be waive/applied. The 15% you have proposed does not equate to $150.
Sincerely,
*********** ****Business response
12/04/2024
Invoice was sent here already. Service call is not in the invoice as it was waived and you can clearly see only the labour charge.
15% offer will apply towards the labourCustomer response
16/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that the refund of 15% will suffice.
It appears that we are unable to reach a common ground. We will accept the partial refund with hopes that our communication has brought awareness with the business. BBB, thank you for your assistance and allowing consumers to have this platform.
Sincerely,
*********** ****Initial Complaint
17/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I had a service call today for my fridge. I paid the fee, $168, and then got a demand later from Maple Leaf the same day, *********** to sue me for non-payment. **** *** **** ** ***** **** ***** *******Business response
17/01/2024
It looks like this message was sent by mistake, the office called you and left a voice message wit apologies.
Complaining to the BBB was really unnecessaryInitial Complaint
17/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
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 labourCustomer 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
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
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 ownerInitial Complaint
19/06/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
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 ofBusiness response
19/06/2023
A full refund was issued and the technician informed the customer on this regard, this complain was completely unnecessaryCustomer 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 itCustomer 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 daysCustomer 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
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
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
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
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 invoiceCustomer 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,
***** ****
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Customer Complaints Summary
34 total complaints in the last 3 years.
11 complaints closed in the last 12 months.