Like many other reviewers, I did not do my research before calling these guys. Big mistake! They are terrible! Stay away!! I'm still doing my best to not let them get away with it. Everyone, please do the same. File a complaint with Consumer Protection Ontario. Contact the BBB. Keep pushing this company to make amends. Given all these terrible reviews and warnings, it's upsetting that they continue to get away with it.
My story is like many others. A technician came to my house to diagnose and fix an issue with my Whirlpool washing machine. It stopped draining and would not go to spin cycle. After being told on the phone that it was an $80 charge for the technician to come onsite and diagnose the issue, I was then told by the technician that it is a $280 flat fee labour charge to work on the washer, but that in most cases it could be fixed without requiring any new parts. This was very deceiving, but unfortunately, I agreed to this charge (stupid me). I told him that Whirlpool had suggested that it might be an issue with the drain pump, but this was ignored and the technician felt that it was unlikely. However, after some time looking at the machine, the technician determined that the issue was in fact the drain pump and stated that it would need to be replaced at the cost of the part only. He proceeded to do this work and the washer worked fine when he left.
However, upon looking at the old drain pump that was removed, I noticed that there was a small piece of clothing stuck in it, which was easily visible. I pulled it out and put the old drain pump back into the washing machine the next day and it works perfectly fine. This took me less than 20 minutes and I have no experience with repairing a washing machine... I just watched a 2 min Youtube video. I called their Customer Service department to explain the situation and request a refund on the drain pump at least. I was told that they would need to speak with the technician and would get back to me in a couple of days. After a couple of days, I had to follow up again and they continue to stand by their work.
In summary, I was charged $435 in total to replace a part that didn’t need to be replaced and really, it should have taken no more than 30 minutes to diagnose and fix the issue (the "technician" was here for a couple of hours). I was charged for a part that was not required and there was a huge markup on this drain pump. The charge was $105 + tax and I found this part for as cheap as $20 online. Also, the technician claimed that the new pump was a much better model than the one from the manufacturer, but that was not true… it is the exact same part! When I asked about the huge markup on this part, they just continue to dodge the question, stating... "Each company charges differently for their services and parts. We have authentic parts which we give warranty for". To add insult to injury, this warranty is for only 30 days.
I wish I checked this website before calling... lesson learned. I will be filing a formal complaint and will keep chasing after them until they atleast refund me for the unneccessary part.
- Approximate cost of services:
- $435.00