Do not use this appliance repair company! They were recommended to use for warranty work on our Electrolux Washer / Dryer by the store we purchased the appliances at. The store arranged the appointment and Tras Appliances called to confirm. I also asked, above the warranty work if Tras could reverse the washer / dryer doors and I would pay for that service. They agreed for a cost of $130.00 plus HST, they would & I was assured the technician knew how to do this. He didn't. He turned the doors upside down and left. The next day he returned to fix them, broke my washing machine control panel and broke the closing mechanism on the dryer. It took 2 weeks, only after contacting Electrolux directly and opening a customer complaint claim and numerous discussions with the owner of Tras to get the appliances fixed. At which time, our window for repair was on a Saturday from 2 - 6 p.m. At 5:40 p.m. the tech had still not arrived. We called the owner and a tech was finally dispatched at 6:40 p.m. and didn't leave our home until 8:30 p.m. We do want to thank Colin as he did a great job finally fixing the appliances and took time out of his Saturday night to do this. I'm not sure why the scheduled tech did not show as promised. This incident unfortunately is still not closed as we discovered from Electrolux that the owner misrepresented the situation and wrote in his report that we, as the customer damaged our appliances and they were only in to repair. This company is extremely unreliable and the owner is difficult to deal with. Please be aware as the owner calls himself either Gary or Charles depending on whom he is speaking with. I will never use this appliance company!!!!! Our complaint is still on going with Electrolux as this company is a recommended dealer for them and shouldn't be.
- Approximate cost of services:
- $160.00
- Company Response
This customer is not factual and seem to be missing bits and pieces of the issue, they were quite unreasonable in their review. They attempted to reverse the doors themselves.
The technician that was there has over 20 years of industry experience and when he reversed the doors he identified other broken or defective parts on the product which needed to be changed due to user usage over the period of ownership. He advised these parts needed to be ordered and upon return the repairs would be successfully completed so the doors were assembled so the customer could use as previously until he returned. They thought customer usage meant "they broke the part"" However the customer got really hasty and impatient and refused to have the technician back. She demand a Saturday premium service which we agreed to at no extra charge, again they became impatient waiting for the technician to arrive . The technician was running 1 hour behind time due to the length of time spent on previous jobs of which there is no control over, usually no times are given for Saturdays because its already an exception booking when customer find it hard to be home during the week.. Technician did call and advise he is running late but they became aggravated and suspicious for no reason at all. The call was dispatched and all parts were given to the technician prior to Saturday. This is where the customer has no sense of how the industry work. It would be impossible to have the service call dispatched at 5:45 PM when the customer called for a customer update , have all the parts delivered to a tech within 15 minutes. So this customer ran away with the notion that the service call was not even set up for Saturday, they were incorrect. The technician showed up and completed the repairs on Saturday. The parts that were broken or defective are from usage of the product and all it took was for the technician to start disassembling the doors to find out more.
Conclusion::: This customer intent was to get the manufacturer to give them new products and at the same time not pay for the reversal of the doors. Tras Appliance has always been ready and willing to adapt to their demands but their demand reached an extreme point that we had to start saying enough is enough and we did reduce the price of the reversal by 50%, which they failed to mentioned.