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:19/06/2023

  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.

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

  

  Business Response

  Date: 19/06/2023

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

  Customer Answer

  Date: 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

  Date: 21/06/2023

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

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 04/07/2023

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

  Customer Answer

  Date: 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

  Date:20/04/2023

  Type:Delivery 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.

  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

  Date: 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

  Date:14/12/2022

  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 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

  Date: 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

  Date:18/10/2022

  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.

  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

  Date: 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

  Date:29/09/2022

  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.

  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

  Date: 29/09/2022

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

  Customer Answer

  Date: 03/10/2022

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:28/09/2022

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

  

  Business Response

  Date: 28/09/2022

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

  At this point please deal wit the collection agency 

   

   

  Customer Answer

  Date: 02/10/2022

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

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

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

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

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

   

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

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

   

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

   

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

   

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

   

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

  
  
  
  Sincerely,
  
  
  
  *****

  

  Business Response

  Date: 03/10/2022

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

  Customer Answer

  Date: 03/10/2022

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

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

   

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

   

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

   

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

   

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

  instead he sends emails saying “this did not happen”

   

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

  

  Business Response

  Date: 04/10/2022

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

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

  Vlad

  Customer Answer

  Date: 04/10/2022

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

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

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

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

   

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

   

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

   

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

   

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

   

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

   

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

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

  

  Business Response

  Date: 20/10/2022

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

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

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

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

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

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

   

  Attached supporting files 

• Initial Complaint

  Date:27/09/2022

  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.

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

  

  Business Response

  Date: 27/09/2022

  Dear *****,

   

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

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

  

  Business Response

  Date: 28/09/2022

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

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

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

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

   

  Customer Answer

  Date: 07/10/2022

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

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

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

   

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

   

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

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

• Initial Complaint

  Date:22/09/2022

  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 called Maple Leaf to repair my ***** dishwasher at my rental in mid July. Only certain places can repair a *****. The technician texted me saying is was arriving soon. I explained it was my rental and the tenant was there and asked if he could call me and tell me what was wrong with the dishwasher. The technician showed up, my tenant said he said outside the house smoking 3 cigarettes before coming to the door . She said he finally came in and , he looked at it , and said it needed to be replaced. No explanation as to what was wrong. He never gave her a bill, never called me , never texted me or sent me a bill. I texted twice asking what was wrong and I got nothing. No bill was sent . A week went buy and I just gave up, and we just replaced it . I honestly could not remember who I had come simply because I called so many places and no one can repair *****
  On sept 22 I received a weird text saying attached is my bill. I did not open it for fear it was some kind of scam or something. Then later that day I got an email saying that maple leaf is escalating their attempt to collect money . Then I realized that It was about the dishwasher . I don’t have the bill, I called I left messages , I spoke to someone not in the complaint department and she transferred me to the manager, and I went on the website as well. I said I am not paying until I speak to someone . No one has contacted me .
  If you go on their voice message it says if we can’t repair it there is no charge. Well I never got a diagnoses, a bill, a call to say what was wrong and now no phone call to discuss payment .
  Please help . I don’t know what to do . I am frustrated because I never got any word on what was wrong, no bill and now no phone calls
  
  Thank you

  

  Business Response

  Date: 22/09/2022

  This information is not accurate. The technician came and diagnosed the machine, he then found out the seals are leaking and called the landlord *********** to inform about the quote, the landlord was not available so the technician issued an invoice for the visit (which was agreed upon on initial call to our office) after multiple contact attempts to pay the outstanding balance we have exhausted all attempts and passed the file to collection. This clues to us obligated to pay the invoice for our visit as verbally agreed on initial phone call. 
  Attached original invoice 

  

  Business Response

  Date: 26/09/2022

  Dear *********,

   

  I am not sure what seems to be the problem, you called us for service and we informed you about the charges - you agreed and we sent a technician. We then send you an invoice but it looks like it went to spam as you never paid it. Once the file went to collection you decided to write complains everywhere. 

  Customer Answer

  Date: 27/09/2022

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

  you NEVER sent me a bill via email or text     how do you know if it went to spam ? You can’t randomly say something . If something went to span why didn’t the collection email go to spam ? 

  you finally sent me a collection notice , and when it was sent I never had the bill attached . Just an email saying this was going to collections

  i could not even remember what company I called to fix my dishwasher. If a bill was sent to my email the day of the repair it would have been paid promptly but your organization did not send a bill and then try to call me delinquent with bill payment. That is what I am most mad about .your customer service sucks .    

  I called left messages , was transferred to manager voice mail .  No one returned my call .   I said I won’t pay a bill until I speak to someone, still no one called .

  it took several calls and a message on your website before the tech Calvin called me . 
  

  I never knew what was wrong with the dishwasher or the cost .  Calvin spent a few minutes at the tenants house , poked around and said need a new dishwasher , but I, wa# never informed despite calling and texting him and asking him to tell ME what was wrong . 
  your customer service could improve 
  

   

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

  

  Business Response

  Date: 29/09/2022

  Dear *********, 

   

  We have records showing that the invoice was sent and that Calvin tried contacting to arrange payment.

  I apologize if it was inconvenient to you but please understand our side of things. 

• Initial Complaint

  Date:12/08/2022

  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 Tuesday, August 9, 2022 a technician, Alex from Maple Leaf Appliance Repair came to my house for a service call. I had booked it online. I had read on their web site that there was a flat fee for a service call of $120.00. They also had a discount coupon on their site for $30 for booking online with disclaimers that the technician had to be advised at the start of the visit and the coupon was only usable for the labour charge. When the technician finished, he said that the bill would be $150 plus tax. I said that the web site referenced $120 for the visit. He said that the price had gone up a week or two ago. I also asked about the $30 coupon that I had placed on the washing machine before his visit so that he would clearly see it. He said that the coupon only applied to labour, and this is a service call, so it did not apply. Third, he added GST and PST to the total. I told him that there is no PST on labour in BC. He said it isn't labour, it's a service call, so it is fully taxable. So he ran through a charge of $168 on my credit card and could not provide me with any paperwork to confirm the transaction. He said to call the office to get things straightened out. I called and their outgoing messaage said that a message sent via their web site would get a faster response. I sent a message on Tuesday via their web site. On Thursday I left a message on their phone as no one answers it - it is straight to voice mail. Their message said they would return my call by the end of the day. No response to either.
  I called their appointment booking number and talked to someone. She said that she would forward a message to management to call me back, but she had no idea when that might be. I said that I might as well lodge a complaint with the BBB as I had already waited 3 days for a response.

  

  Business Response

  Date: 13/08/2022

  The customer canceled his complaint as he received a refund. Attached his email to me confirming he would like to cancel the complain 

  Customer Answer

  Date: 15/08/2022

   
  
  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,
  
  
  
  ****** *****