Complaints

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.

• Initial Complaint

  Date:19/09/2024

  Type:Product 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.

  On June 7 a technician came to fix my Maytag dryer .He was at my house no longer than 20 minutes. He did not replace any parts. I was told a plastic piece had come undone and he was able to fix it. Needless to say my dryer is not fixed. I called the office to explain this and I was told I would get5 a call back by end of day, instead I got an email advising me that the 48 hr warranty was over. I called again asking to speak to someone and I got no reply. I am a senior on a fixed income and I can not afford to pay for a service that was not provided.Please help.Thanks

  

  Business Response

  Date: 19/09/2024

  The repair was done on June 7 (attached invoice) and the customer contacted us on September 9 - (3 months later) to inform she has a problem with the dishwasher. We ***** then let her know that the warranty is no longer valid and offered to send a technician to have a look 

  Customer Answer

  Date: 20/09/2024

   
  Complaint: 22308550
  
  I am rejecting this response because:it is not a dishwasher that was to be repaired,it is my clothes dryer. I feel they have not looked at the file properly.

  Furthermore I called them before Sept 9. and again on Sept 9, The dryer is not working and the cost was too high for no parts being replaced.

  I am sad that they take no responsibility for their actions and they offered me a 10% discouint for another technician to check my dryer.

  Thie is unacceptable.

  
  ***** Barrier

  

  Business Response

  Date: 20/09/2024

  We understand how frustrating it can be to deal with an appliance that isnt functioning as expected, especially after a service call. Upon reviewing your case, we noted that our technician visited your home on June 7 and performed the necessary repair to your dryer. As per our policy, our warranty covers 90 days for parts and 14 days for labor. Since no parts were replaced during the service, the labor warranty applied in this case, which unfortunately expired before you reached out to us on September 9.
  
  
  While we understand the timing of your contact is outside the warranty period, we are committed to customer satisfaction and are more than willing to further investigate the issue to determine the best course of action. We would like to offer a discounted service call to address any unresolved issues and ensure your dryer is back in working order.

  Customer Answer

  Date: 20/09/2024

   
  Complaint: 22308550
  
  I am rejecting this response because: I do not wish to engage any longer and I am not willing to throw away any more of my money.

  I am not happy with the handling of this problem and I will not be recommending this company to anyone I know.

  *****

   

• Initial Complaint

  Date:02/08/2024

  Type:Product 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.

  Maple Leaf Appliance Repair scheduled for July 2 2024 the confirmation email states that the technician will call the morning of to confirm time of arrival and that no shows' are $150 fee the morning of i received 0 phone calls from the technician confirming time of arrival so i left to get a quick coffee ad he call right when i was out saying he was at my door. i told him i would be there in 10 mins and he hung up on me when i was speaking. i phone him back asked if he hung up on me and then accused me of hanging up on him and tried to argue with me. got home 10 mins later he wasn't there i call the company to complain about his rudeness and the fact he took off and they said a manager would call me back. i received no such phone call but an email from a staff member (who was not labeled a manager) stating that i no showed and owed them $150. they did not provide a service and were so disrespectful and didn't even follow the rule of calling to give a time that they would be there. i tried to talk to them but they didn't care just wanted their money. i don't feel this is fair to make the customer pay this when they were disrespectful and didn't even do any work except be rude and argumentative. as a single parent money is tight and i only had enough money to pay another company to come out and fix my appliance who not only did the job but were professional and kind

  

  Business Response

  Date: 04/08/2024

  The issue was resolved with the customer 

  Customer Answer

  Date: 07/08/2024

   
  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

  Date:23/05/2024

  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 went online looking for an authorized service provider for a ******** dryer, and the link I clicked on from the ******** website led me to this site: ******************************************** made a service appointment online, however, I had the most awful experience:1. Wrong appointment time. The appointment time given to me was 11am-2pm today, whereas the technician showed up at 2:15 pm, claiming that his appointment time was 2-5 pm. 2. Sky-high charge. Unlike what was indicated on the website or the appointment notice, the final charge for a 20-minute inspection was $459.99 instead of $150, ulike what was mentioned on the website that "there was no Flat rate pricing keeps costs down. No overtime charges. No hidden fees. Free quotes over the phone. We will not do any work until you are fully aware of all the costs." What is more, the quote for parts they gave turned out to be 5 times higher than another company recommended by the appliance seller ($350 vs $70). 3) Coercion. The technician did not fix anything, as he claimed he had no parts to fix it. He pushed me to pay, and I dared not disobey, as I was a little woman and he was a big guy with a fierce glare. There was no technician's name or service number indicated on the bill.

  

  Business Response

  Date: 23/05/2024

  A quote was provided and the customer agreed and we have proceeded with the labour. We are not the cheapest company around but rather the most professional. 

  Paying the invoice and then writing a complain to the BBB in order to receive a discount seems very unethical to me. 

  Customer Answer

  Date: 24/05/2024

   
  Complaint: 21753707
  
  I am rejecting this response because I was under coerciont6yert to make the payment. The so-called technician was applying a series of coercive technique to force me to accept the payment. He was also twice as big as I was. The payment was a result of the so-called technician exploiting my vulnerability as a woman and a disabled person. Unethical is the technician and the company. 

  Moreover, the company failed to follow the law and regulation either. As Educaloi points out on the website: **********************************************************************************************************

  "An Estimate Must Be Respected-Once youve accepted an estimate, the repairer cannot ask for more than the amount of the estimate. An estimate must be given to you before the work is done. The repairer can charge for making the estimate, but must tell you this before making it.

  What Must Be in a Repair Estimate
  The estimate must be written and include the type of repair and the total cost of the repair, as well as the following information:
  your name and address  
  the repairers name and address  
  a description of the appliance to be repaired 
  the date of the estimate and the time period for which it is valid."

  There was no written estimate in my case, let alone the repairer's name and address (only the company address). The repairer only verbally pushed me to pay more. 
  

  Finally, according to Educaloi, 
  Appliances Covered By the Law
  The protections in the Consumer Protection Act apply to repairs of these appliances:
  stoves 
  fridges 
  freezers 
  dishwashers
  microwave ovens 
  washing machines
  dryers 
  audio equipment (stereo systems, etc.) 
  audio-video equipment (televisions, recorders, DVD players, etc.)
  computers and computer accessories (mouse, printer, etc.)
  air-conditioners
  dehumidifiers heat pumps
  

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

  Customer Answer

  Date: 24/05/2024

   
  Complaint: 21753707
  
  I am rejecting this response because I have evidence to show how deceptive the Maple Leaf Appliance Repair is. 

  The so-called technician told me that the heating element disappeared from the market for a long time, and it might take 3 months *** to get one. The cost will be $350.

  I contacted Mme ** Brie, the seller of ******** dryer, for help yesterday after the terrible experience with the Maple **af. In her E-mail, *********** clearly expressed that the Maple **af was not so famous as it is claimed on the latter's website, partiularly the authorized service agent status. In addition, Proxel (recommended by *******) replied to me with a local phone number (Maple **af's local number was linked to pre-recording voice message) with the following news:
  1. the heating element is immediately available; 
  2. the cost of the element is below $175.
  3. the standard repair fee is around $175 for the first 30 minutes and less than $80 every additional 30 minutes.
  In conclusion, Maple **af is not only deceptive in how much they charge (claimed $150 flat rate on the website) but also in providing false, misleading information to clients. What is worse, their qualification is also in question.
  Please do not hesitate to investigate further so that more vulnerable customers (especially senior people, single women, and autistic people like I am) can be safe from exploitation. 
  Many thanks for your time reading.

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

  

  Business Response

  Date: 24/05/2024

  Maple Leaf may be not as cheap as other companies but we are definitely not deceptive and all prices were quoted upfront. We also only work with genuine parts therefore not all the parts are immediately available. 

  The customer received a service from us, where we clearly explained the problem and the required solution. Then, using that knowledge went shopping around and got other offers. This would not be available to the customer, without our thorough diagnostics of the appliance for which the customer doesn't want to pay now. 

  Proper inspection was done, quote was made and invoice was paid. The customer now trying to take advantage of the BBB platform to receive free service.

  Customer Answer

  Date: 24/05/2024

   
  Complaint: 21753707
  
  I am rejecting this response because: Maple Leaf failed to provide evidence to support their claims. Rather, they provided groundless accusations, which will be documented as proof of verbal assault.

  I will reserve my rights of going to court as per advised by the Quebec government.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/04/2024

  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.

  Model Number: *********** Issue: stopped working (oven and induction stove top), smell of melted plastic 10Feb2024 Technician says both motherboards are burnt, need replacing. Estimates 1500$, charges 769.76$. Will come back with specific tools.12Feb2024 Due to my kitchen's configuration, oven doors must be removed to allow access to the back of the oven. This is something my wife and I do frequently, without a hitch. Upon pulling the oven to make room for *****, the oven lights up, including stove top. Tech says this is good news since it means the motherboards are functioning. Quickly identifies a broken part and says repairs will not be as costly as initially thought. Places order, says will call back when ready. In the meantime, oven is in perfect, usable order.12Mar2024 Parts obtained. In preparation for Tech's arrival, I removed the top door without issue. Being disabled, I am unable to remove the bottom (and heavier) oven door alone Tech and I removed the door together, but latch on his side stuck. Tech aggressively pushed/pulls until the latch came out. Tech fixes issue, but is having a hard time putting the door back. I see him forcefully trying to push the door back in, pulling when it doesn't work, and trying again. He is frustrated. I offer to help, showing a ******* video on how to properly do this. We try together, but this time he forcefully pulls on the right hinge, which gets locked within itself and is apparently no longer usable. Both latches now dented and unusable.Current status:I have been without a fully-function stove for near 3 weeks.I have not been provided a timeline for latch replacement, nor an adjusted price estimate.I would prefer a technician with better knowledge of my unit present for final fix. Please confirm if this is possible.

  

  Business Response

  Date: 24/04/2024

  Hinges are on order and a new technician was assigned, the customer was informed of it and we are waiting for the part to arrive. 

  Customer Answer

  Date: 03/05/2024

  
  Complaint: ********
  
  I am looking forward to the resolution of this issue.  The new technician has been friendly and forthcoming, and is set to complete the work this coming Tuesday.  However, I am keeping this complaint open until full resolution and reimbursement of the extra money I put as a deposit.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/05/2024

  We are looking forward to helping you

• Initial Complaint

  Date:05/04/2024

  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.

  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 Answer

  Date: 05/04/2024

  Refund of $292.95 and floor repair

  

  Business Response

  Date: 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 Answer

  Date: 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

  Date: 09/04/2024

  Attached screenshot of proof of openning the email as well as the invoice and the receipt 

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 labour

  Customer Answer

  Date: 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,
  
  *********** ****

  Customer Answer

  Date: 09/08/2024

   
  Complaint: 21533690
  
  I am rejecting this response because:

  Business promised a partial refund and it was not recieved.

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

  

  Business Response

  Date: 20/08/2024

  Attached the screenshot shows the email was opened at 1:41PM. 
  If the customer believes we are to be held responsible for the damage to the floors, he can initiate a liability claim and a proper investigation will be held to determine liability 

• Initial Complaint

  Date:27/02/2024

  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.

  I reached out to this business for a dishwasher repair. They informed that there would be a technician available on February 22nd. They also informed that there is a $150 fee to send someone out, but that money would be waived when proceeding with the repair. Additionally, they noted that they do not charge if they cannot fix the appliance. Fast forward to Thursday and the repair man arrives. He is immediately in a foul mood, unwelcoming, rude and condescending. He was even making inappropriate comments about the age of our house, and made me feel uncomfortable. I explain the issue we have been having with the dishwasher. He proceeds to spend the next 10 minutes using ****** to try and figure out what the issue is. Ultimately, he has no idea. He suspects that it could be a heating coil issue, or a motor issue, or a control board issue, or an issue with the breaker (according to ******** After 30 minutes, he indicates that he still isn't sure of exactly what the problem is and cannot fix the dishwasher. He continues to be extremely rude and confrontational and I ask him to leave. He refuses to leave until he is paid at which point I said I would not pay as he wasn't able to fix the issue, thus no charge.He says my dishwasher doesn't issue parts anymore, so there is a clause that means we still have to pay. Again, I asked him to leave my house, but he refused and intimidated me into paying for the repair, stating "It's not his problem". I immediately reached out to the company to state that this is improper business conduct and that the $157 should be refunded. I only paid because he refused to leave my house. The customer service agent said they weren't authorized to refund me and they would forward the complaint to management who would get back to me. I have since called back 3 times and still haven't had a member of management contact me about my refund request. Intimidating customers into payment despite lack of knowledge is inappropriate.

  

  Business Response

  Date: 27/02/2024

  My name is ****, and I am the owner of Maple Leaf Appliance Repair. I wanted to personally reach out to apologize for the unsatisfactory service you experienced with our company. We pride ourselves on delivering the highest quality of service in our industry, and it is clear that we fell short in this instance.
  
  
  As you may know, providing a service in today's challenging environment often depends on the dedication and expertise of our staff. The technician who attended your service call, is a recent addition to our team and is still learning our procedures and quality standards. Rest assured, we will follow up with him regarding your experience to ensure he is fully aligned with our commitment to exceptional service.
  
  
  Please accept my sincere apologies for this lapse in service quality. As a token of our commitment to making amends, I would like to offer you a full refund for your recent service call. You can contact me directly at ****************************************************** to arrange the refund or to discuss any further concerns you may have.
  
  
  Thank you for your understanding and patience during this time.

• Initial Complaint

  Date:17/01/2024

  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.

  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

  Date: 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 unnecessary  

• Initial Complaint

  Date:17/01/2024

  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.

  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

  Date: 17/01/2024

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

  Customer Answer

  Date: 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

  Date:01/01/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:31/07/2023

  Type:Product 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 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

  Date: 31/07/2023

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