Elite Appliance Service – Toronto

These guys are horrible..... after being provided a 4 hour window for them to arrive and waiting patiently, they came 15 minutes before the end. They had to come back 2 weeks later (again with 15 min. to spare) with the repair parts - they came with the wrong part - its now been 3 weeks since then - no service, no one answering their phone, no one returning messages!

If Samsung or LG book a repair with these guys, ask for another repair service.

These guys are horrible. They arrived on time, and they ran our washer that was defective on arrival and confirmed this issue - that part was good.

However, no follow up, and after talking to both Elite and Samsung for our washer, we're not sure the correct part was ordered and given there was no follow up, we've asked Samsung for a complete replacement of the unit and not to attempt to fix.

Elite Appliance has terrible customer service. After numerous phones calls and many many minutes wasted on hold and multiple mistakes in information with the work order I decided to choose another supplier.

1. To start I booked the appointment online as recommended by their website. They took 24 hours to send me a response that if I wanted an appointment I needed to call the office.

2. After calling the office and waiting on hold for 10 minutes I finally booked an appointment. The customer service representative sounded like she was half asleep on the phone and every time I had a simple question she put me on hold for at least 5 minutes to get the answer. All in all in took 30 minutes to book one appointment.

3. When they called to confirm the appointment they had the work order and time wrong so we had to reschedule. This was again a long process and they were not apologetic at all.

4. When they called to confirm the second work order they had the time of the appointment wrong again when I asked if I could have the appointment at the time I had booked they put me on hold again to check. I had stepped out of a meeting at work to take the call and had to hang up after waiting for 14 minutes on hold to get back to my meeting.
When I called them back after the meeting to confirm the appointment they said they said it was cancelled because they could not get a hold of me???

5. Finally when I mentioned nicely at this point that I was receiving poor customer service and it was proving really difficult to book a service appointment the person on the phone was completely unapologetic and rude. So I cancelled the work order.

I will never call this company again.

I called Elite in April to servie my cooktop that wasn't igniting on the right side. I booked an appt for April 17, the technician called on the 16th to confirm. On the morning of the 17th, the technican had suddenly fallen ill and cancelled my appt. On May 17, a technician came and changed a spark module which I had to pay upfront. The very next day, I had the same problem. I have been calling Elite each and every week to follow up on a service call as I feel the technician did not diagnose the problem. Today is July 19, the technician came, tried a few wiring experiments and have broken the othe spark module. Now I am without a fully working cooktop. I struggled with half for 3 months, and they have made my situation worse. I am going to call another company and never use Elite again, nor recommend them to anyone.

DO NOT USE THE GUYS. I have a 3.5 year old GE front-loading washing machine that I bought at Home Depot... probably the most common model in North America. It’s now been 26 days since I first called Elite and the problem is still not fixed. I’ve even had to pay for parts that weren’t broken... it guess we the customer have to pay for their trial and error when they can’t diagnose the problem. On their last visit 6 days ago, I was told someone would call me to confirm the purchase cost so we could go ahead with the new part. I had to take the initiative and call them. When I finally got a Voice Mail saying to call back and confirm, their phone system was down for two days and I was left hanging. I’ve expressed my displeasure several times now and it always seems to be someone else’s fault, not Elite’s... It’s GE’s fault that I have to replace parts that aren’t broken... it’s the phone company’s fault their phone system is out of commission... you get the picture. I have seen absolutely no sense of urgency from these guys that they actually give a damn that I’ve been without a machine for 26 days and counting.

Do not use this company for service! WOW they are disorganized and do not take accountability for their work. I checked the online reviews and saw mixed reviews: good and bad. And I went against my judgement! What a mistake! The Service Desk sounds dead. When challenged they will help but are not customer service oriented. I asked them to come back after spending $100 the first time, and they wanted to charge that again plus parts. Ok to the parts but $100 for not fixing my fridge. Also, I called 3 times to get a date although they promised to call me. When I got a date, they said they would come out sometime throughout the day but when? So I had to take a day off and sure enough, no one showed!

My appliance insurance company advised me that a repair man from Elite had been selected to inspect and repair my LG dryer.After checking Elite Appliance on Homestars (as I always do)I was apprehensive given their poor past reviews. However, I was pleasantly surprised by his excellent work and advise. I would use them again.

I called Elite Appliance to repair our refrigerator in June, which they did for $200, however the problem has already returned. When I called and requested that they come out to have a look, I was told that I would have to pay for a new call and new set of repairs. They said they only have a 30 day warranty on labour, but after that I'm on my own. Now I'm out $200 and still have to repair the fridge.

Their response shows they take little if any accountability for the repairs that they perform and charge for. I've worked with a number of other contractors and trades people in the past, and the best companies will take responsibilty for their work and won't charge you again when it is clear that their original work did not suffice. I can appreciate that a warranty must expire at some point, but the standard practice is about one year, not a mere 30 days.

Since they barely warrant their work in the first place, there's little incentive in me hiring them to return. I'm better off finding a more reputable company and using them.

I have an LG fridge that sounded like an airplane taking off, rattling all over the place and loosing temperature. Not only did they come after six, but they came with parts the day after I called and fixed the problem on the spot!!!!! I will definately use them again!!!!!!

This was the 2nd company recommended to me by Bosch. $98.95 diagnostic fee, refunded on any service, however they levy a $24.95 'downtown congestion fee'!!!! Elite is located MAYBE 25 minutes from me in rush-hour traffic! They would have difficulty getting ANYWHERE in Toronto from their Caledonia Road location in less time, anytime. I am cancelling the call and asking Bosch for another repair company.