Complaints

This profile includes complaints for ARS Repair and Installation Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ARS Repair and Installation Services

  7 - 15 Connie Cr Concord, ON L4K 1L3

• 

  ARS Repair and Installation Services

  8 - 90 Basaltic Rd Concord, ON L4K 1G6

• 

  ARS Repair and Installation Services

  8 - 90 Basaltic Rd, Concord, ON L4K 1G6

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:21/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is against ARS appliance repair service.
  I have problem with my ******* fridge, there is water gathering under the deli drawer and consequently leaking to the freezer below creating an ice buildup, so I called ARS to fix the problem, technician came and gave me an estimate for the job for $628.28, so I decided to go ahead with the repair. Half of the money $314.14 was charged to my **** that I have to give information right away next day so they could order the part and about ten days later technician showed up to perform the repair and the rest of the money $314.14 was charged to my ****.
  Very next day there was exactly the same problem with the fridge, so I called the office and couple of days later technician showed up again and I was told that he needs to consult ******* about the solution to the problem and he will get back to me, but it did not happen. So I called the office again numerous times and since there was no response I asked for full refund for the “repair “ with no result and was told that is up to the manager and he will call me within 24 to 48 hours and that was last Friday July 18.
  According to the warranty the provide parts are covered for 30 days and labour for 90 days and repair was performed July 30 2025 *** ****** ******** ** ****** **** ***** **** ***** ***** ** **** ******* *** ******* ** ****** I am respectfully waiting for your response in this matter to help resolve this issue.
  Thank you

  Business Response

  Date: 04/08/2025

  To Whom It May Concern,

  
  Our technician addressed the issue presented by the customer in accordance with the manufacturer’s bulletin and recommendations for the known problem. After following all prescribed steps, the issue was determined to be non-repairable.

  
  However, as a gesture of goodwill and with the customer's written agreement we proceeded with a partial refund, retaining only the service call fee. The refund amount was mutually agreed upon in writing.

  
  We can provide documentation of the customer’s agreement if necessary. ******** ** *** ********* *********** *** *********** ** *** ************** ******** ********* ******** ************ ********* ****** **** ********
  
  

  
  The agreed-upon refund was processed last week.

  
  Best regards,
  ARS Team

  Customer Answer

  Date: 05/08/2025

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

• Initial Complaint

  Date:04/01/2024

  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.

  Since our ** direct drive was still under warranty we had not choice but to have our washer diagnosed by ARS, **'s only designated repair company. Our clothes washer was serviced on December 15, 2023 by ARS Repair Service Inc. of Concord ON. We paid $400.25. ARS's website commits to provide genuine washer machine parts, transparent washer machine pricing, and no hidden charges, and fair fees however they were not forthcoming with any of these as evidenced on their receipt.
  Also they claim 100% customer satisfaction, this is also missing; they were unable to answer specific questions about their pricing practices and failed to identify what part number was used. ARS claims the diagnosis fee is waived if you decide to proceed with the repair, however, given the excessive charge for a 5 minute change from old to new sensor we still believe it was included in the cost. Their labour costs "depend on the difficulty of the job" however they were unable to establish why a sensor swap of only 5 minutes costs $296.06 (includes taxes) in labour.
  Many emails have been exchanged and ARS firmly stands by their position that they have done nothing wrong, that we were informed of the cost in advance and we agreed to it. However, we did not realize that the sensor he tested for was only a 5 minute job. The technician rambled on and on for 30 minutes about how the difficult it is was going to be and the lengthy time it would take to complete the repair. Having brought in the sensor prior to testing, this being the most common repairs as stated by the technician we question why it was not changed initially, prior to spending a half hour diagnosing. Nature of dispute is lack of transparency, not providing a detailed estimate with specifics or parts and hourly rate required for the repair despite their policy posted on their website. The cost of ARS's repair is $150.00 over the quotes of two other appliance repair companies **** *** ********** ** *** ****

  Business Response

  Date: 09/01/2024

  Hello,

  Customer *** ****** called ARS on December 11th 2023 to request a service on her ** washing machine. Reporting the unit was making a loud noise and was having trouble spinning. She was emailed and verbally given all the terms and conditions for the service to which she agreed upon.

  On December 15th 2023 a techncian gets dispatched to her home at * ********* RD. After the technician diagnosed the unit on site he verbally quoted Mrs ****** for the repair an amount of $400.25 including tax, price to which Mrs ****** agreed for the repair. After recievieng verbal confirmation from Mrs ****** our techncian proceeded to succesfully repair the unit.

  After this ocurred, we recieved a call by Mrs ****** stating that she now realized she did not agree to the repair afterall. We explained the unit was already fixed and she had agreed to our techncian on site. She mentioned she wanted to apply a discount coupon (as per our policy we only make those valid at the time of repair, we decided to waive this policy for her) we informed her we would apply the discount coupon for $25 off she just needed to email it to us. The email was never recieved.

  A couple of days later we recieved a couple of emails from Mrs ****** acussing the company of commiting ***** againts her and manipulation. We then proceeded to explain every detail of the charge and process and proove she was not coersed into a repair not did we hide anything at any point of the repair.

  She hired a service for which she was quoted on site and approved the value of the repair. Only after the unit was completely fixed and the techncian gone from her home she decided she did not agree with the repair. Once again we offered to apply her discount and refund the difference but she didnt agree either.

  Mrs ****** also proceeded to make false acusations towards the company and submitted a claim to her credit card provider to be refunded the amount of $800 towards ***** commited by our company. Worth mentioning we only charged the customer $400.25 with her explicit authorization at the time of repair.

  We did everything possible to explain to this customer every charge and offered a discount to try to apeace her without any success. Most importantly we did the job we were hired to do, Mrs ******'s machine was succesfully and propperly fixed  by a manufactured certified technician as she requested on the first and only visit to her home on December 15th 2023.

  Best Regards,

  ARS Team

  Customer Answer

  Date: 11/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: ARS has not addressed the concerns explained in my complaint.  ****** ***** ** ******** ****** *** **** ** *** ****** ********
  
  
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 15/01/2024

  Hello,

  As we have explained the repair was quoted to the customer BEFORE touching the unit and the client accepted. Only after the repair was completed they changed their minds over having the unit fixed.

  The receipt is very clear and it states the charge and description of the items. As explained to the customer the part price included the shipping, and as explained to the customer as well we only use manufacturers original parts.

  We did the job we were hired to do and fixed the machine on site. Nothing was doen without the customers approval beforehand. The discount coupon was offered to be applied several time to mitigate the cost and wasnt persued by the customer.

  Best regards

  ARS Team

   

  Customer Answer

  Date: 25/01/2024

  
  
  Complaint: ********
  
  
  To date there has been no attempt on the part of ARS to resolve the problem, but to simply reiterate that they have done nothing wrong. I have made many valid and clear points about their lack of transparency and overpricing for a simple 5 minute replacement of a part that the technician knew was the most typical repair for the make and model of the machine. The technician initially inflated the problem with quotes of very high costs for major repairs, and that it was not worth fixing it. After 30 minute diagnosis he fixed the problem in 5 minutes, that is not worth $400.00 repair, that is very unfair. Consumers need to be aware of the lack of value and transparency ARS gives.  ********* **** **** ********** **** *** ***** ******** ****** *** ****** ** ******** **** ******** ********** ** **** ****

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

  Business Response

  Date: 26/01/2024

  Hello,

  The discount coupon was offered multiple times as a courtesy to mitigate the amount, this is not enought for the customer and the csutomer expects a full refund after the unit was succesfully fixed on site with previous authorization and consent from them.

  Every charge was described ans sustented with full transparency. There are no hidden charges nor anything the customer didnt agree to prior to touching the unit. It did not take 5 min to dissassemble the customer's machine and put it back together and it did required an authorized and licenses techncian to repair it.

  Regards

  ARS Team

  Customer Answer

  Date: 05/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: ARS latest response has incorrect information, they do not seem to want to read our dispute carefully.

  1. We did not at any point in time request a full refund, we did request that the repair be charged within a fair range, comparable to other services of this nature. It's all in our previous communications.

  2. During the technician's initial diagnosis he did not test the sensor first, he wasted 30 minutes of troubleshooting items that were prohibitively costly to replace.  The technician himself did admit that the sensor is a common part that requires replacement, however, he saved this fix for last. The actual change from faulty to new sensor was indeed a 5 minute swap.

  We did request that the service call cost of approx. $135.00 be refunded as we decided to go with the repair on the same day hoping ARS would keep their word in good faith that we would not be charged for the call.  Although they say we were not charged for the service call the excessive cost to change a sensor does not exclude this cost. 

  Their website states 100% customer satisfaction, however, ARS is unwilling to accommodate a customer request.  Their idea of transparency is to set up their repair service so that they may charge whatever they please, regardless of what is fair.  *** ***** **** **** ** ** ******** *** ********* ****** ** ***** ***** *********.  I will  not waste my time with them any longer.  
  
  
  
  Sincerely,
  
  
  
  *** ******