Justin K.

I usually don't like to write negative reviews, but I have to share my experience with appliance repair expert. I cannot describe how unprofessional and unresponsive they are. My dryer broke in September and I called them. A technician came on the same day and he was very helpful and friendly. The Samsung part that needed to be replaced however could not be found anywhere in Canada so a special order had to be made from the U.S. which is a little strange, but that's not the main issue. The part would take 5-8 weeks to arrive so I approved of the order and paid 50% of the total cost (replacement part plus labour). So I paid $279.11 on September 20, 2021 and I received an invoice via email. 7 weeks go by without hearing from them, so I contact the technician and he responds by telling me he no longer works for the company and that my order was transferred to another technician. So I call the company and ask about my order and they tell me over the phone that my order has been CANCELLED. Why was it cancelled? Why did they not communicate to me that it was cancelled? Why am I sitting around waiting for this replacement part for nothing? So I ask for an explanation and for some reason, they are not allowed to deal with customer service related issues and the ONLY option is the EMAIL the manager. The manager cannot be reached by phone. So I email the manager and no response. I call the company again and they said wait 2-3 business days. 10 DAYS go by until I finally get a reply from the manager. The email response was friendly and courteous. He apologized for the inconvenience and said he would personally get back to me when he finds out more information. No update after 5 days so I email the manager again asking for an update, and as of today, it has been another 5 days with no response. That's 10 total days since I've heard back from the manager and I cannot get a single update, explanation, or refund for my $279.11 that I already paid. What am I supposed to do now? What kind of business runs like this? I chose to call appliance repair expert because of all the 5-star reviews, but I can only speak of my personal experience and this has been a nightmare. I have a young toddler and I have to do the laundry 2-3 times a week. Driving to the coin laundry 20 minutes away for the past 2 months has been extremely inconvenient, but that is nothing compared to the frustration of how UNRESPONSIVE this company is. PLEASE CARE ABOUT YOUR CUSTOMERS. Vito, if you read this review, please have the decency to respond to my email and issue me a refund for wasting the past 9 weeks of my life.