Appliance Repair Expert

I called Appliance Repair Experts because it looked like they repair Falmec stove hood inserts and the price seemed ok for a service call. I arranged a service appointment with Thomas. He arrived at 5pm, 1 hr later than the 3 hour scheduled appointment window. He looked at the hood, asked if there was power to it. I confirmed that there was. He barely looked at it and concluded that the circuit board was fried and he would have get me a price later and to order a new one. He took payment and that's the last I heard from him. I don't think he knew anything about the repair, he just took a guess. I followed up with customer service and they said he showed up so the fee stands. I said he didn't even call me back and didn't do anything so now I want my money back. They said no, no refunds. A service wasn't even provided. The C/S agent said to send them an email complaint and they will respond in 3-5 business days. I called back 2 weeks later and they again said no refunds. I asked to escalate to the Manager, they said, send an email. I responded I already did. They said I will get an email in 3-5 business days! Wow, I'm more annoyed with the lack of caring than the poor diagnosis. What poor service from both the Tech and even worse from customer service. Avoid this business. They really don't care about the customer, all the recent reviews show that.

The repair person came out and said he would order a part my fridge needed if I paid 50% upfront. I did plus his service fee and he has not come back. I have contacted the company several times and they say that they are sorry and they will address the problem. Nothing. No follow up. No resolution.

Do Not. Do Not use this company. On 4th November I requested a repair, online, for my dryer. Within minutes of sending in the request I got a phone call letting me know that a service technician would be there between the hours of 3 to 7. Not only that, but I would get a call 30 minutes prior to their arrival.
No-one called. I waited until 7.30 without any luck. Today, 2 days later, I get an invoice for $100 for cancelling the service. The number that was called was not mine and the guy?manager refused to listen. I was told that as I'd cancelled to call I should pay up.
As a followup, I called the number that was listed. Indeed it was someone who'd cancelled an order because it was so delayed. They wanted $30 for the cancelled order, or would waive the fee if he gave them a five star review.

They sent a technician by the name of Thomas - it was such a headache. I manage a bakery - I was scheduled for the appointment for a window of 11 AM - 3 PM by the office.

There was no communication whatsoever at 2:30 PM I called the office and they said that they will let the technician know and ask him to call me directly.

The technician called me and said that he had a flat tire etc. so the soonest he can come would be 5 PM - I told him the store closes at 6 PM and he asked me to explain what the problem was and I asked him if he was an expert on Bakers Pride Ovens. He insisted he knew what the problem was and that he would be there by that time.

At 5:15 PM he calls to say that he was 5 minutes away due to traffic and I told him he would not have enough time to test the issue with the oven and he eventually showed up at 5:30 PM.

When he came he asked me where is the switch ON button for the Oven what each of the buttons represent etc. I was shocked and asked him if you are an expert in these models why are you asking me the obvious questions and he said each machine is different so he needs to be sure.

He did an assumed diagnostics test that was not really a test - as we were closing at 6 PM he said that I need to pay $165 plus taxes to him - He did not tell me that there was any issue with the oven and insisted I need to pay the $165 plus taxes - I told him that he did not uncover any issues so what am I paying for and he told me that I need to pay no matter what as his time counted for something.

There was a lot of back and forth between us and he started threatening saying that he is going to issue an invoice and the office will call and insist on payment and that the company will be taken to credit bureau for non payment. He issued a report and invoice that stated that it was a contactor without really looking at the problem.

He insisted that I need to pay so he started bargaining with me about the price to pay - He told me I should pay him then at least $120 plus tax and I told him NO. He then insisted I pay him $100 plus tax which is now a residential rate and that he is doing us a favor so that we do not go through the credit bureau. He also told me that I should use the oven and shoot the videos to capture what is actually wrong with the oven and send him the photos and videos via text message and he will surely come to check what the problem is. I told him I hope he is telling me the truth and that I am paying the amount on Good Faith and Best Business Practices.

The next morning the issues for the oven occurred I took the videos and photos and sent these to him. I also called him several times and he told me he will call me back with a resolution. He never did and never saw or heard from him again.

I am attaching the invoice that was paid for and the most annoying thing is the office sends me an email twice saying this:

If you post a 5-star review on Google, it will help other customers just like you especially those who are in search of urgent repair. (Written comments are NOT necessary, JUST 5 stars will be enough) For the review, you will receive $15 back on your card and $30 as a discount for further appointments with us.
Please let me know if you need the instructions on how to post your review.

What a JOKE!!!! Honestly I do not frequently leave reviews and as a small business we feel that this was NOT RIGHT and Professional by this company and their technician Tom!!!

PLEASE DO NOT USE THEM IF THERE WAS A ZERO OR NEGATIVE STAR I WOULD GLADY GIVE THEM THAT!!!

Got someone came without the knowledge of my refrigerator. He said he's not gas expert and need someone else coming to troubleshoot. Spent 10 min without identifying where the problem is and saying it's not fixable . Charged $100.

I put in a request and within 30 mins I got a call. The person would be at the house next day. Amazing I thought. My oven stopped heating up. The guy came within the window and barely spoke. He just said "oven". He walked in, tried the oven and said it was the igniter. Went to his truck to get it and said it would be around $300 for the part plus labour, which was $380. I though that seemed awfully high but I was in a bind. It took him about 10 mins to fix it and he left. I thought at least it worked. 3 months later, it stopped working again. Emailed and called the company and no response. You'll see these generic responses from a "manager" but trust me, they don't respond. In the end I bought the part myself $200 incl tax and fixed it myself and noticed the cheap part the guy used was spliced in and not even installed properly. This company takes advantage of people who can't do it themselves or are in a bind like we were as we needed the oven. Please do not use them.

Technician came, put the agitator back, said to call if disconnected again, 10 min service, the agitator disconnected, the phone calls were not answered, several days later technician called and said that he was too busy. Bought new unit, decided it is too expensive to search for an expert technician. Emails to manager were completely ignored. Phone calls are not answered. Customer service is simply rude after you pay them. No incentive to do either a service after payment or do the refund, lots of bad reviews anyway.

Worst customer service ever! DO NOT USE THEM. Technician came out and said he need 3 parts to repair fridge. I paid for parts and labour upfront. Took forever for technician to come back. Every time they would say theyre coming I would stay home and they never showed up. This happened at least 5-6 times. Zero respect for my time. When they finally came back they used one part and it still didnt fix problem. I asked for refund for unused parts and to this day have not received a refund and fridge is still not working. The most frustrating people Ive ever dealt with.

I called Appliance Repair Experts as their website said they repaired Kenmore products. The technician spent 2 minutes in my home and said I needed a new compressor and someone would contact me that day to schedule. I waited a week before I called then back as I was not called. They said someone would get back to me. 3 calls later, another few weeks and a message and no communication from them. They knew who I was when I called back and now when I call they hang up. Would never recommend this company.

Technician came to assess my fridge and recommended a water filter, which he needed to order, charge $335 for the part which is only $75, then sent me Amazon filters for $49, I sent them back after several discussions with customer service, and am still waiting for me refund from August. DON"t deal with them, they are a total rip off.