Maple Leaf Appliance Repair

Initial Business Response /* (1000, 5, 2015/12/03) */
Hello ***,
The technician came there and made his diagnostics , to his opinion the motor was faulty and he honestly told you that ( we cant spend hours on diagnostics and go macro on parts since it will not be ecomical ) , the qoute that you
got is $for the part and $for the labor , if you had desided to make the repair thru our company and this motor was installed and not working you would obviously get your money back
In this situation the repair man desided as an act of kindness not charge you for the service call and gave you his opinion about the problem , whatever you did after is under your responsibility since you could call in for a second opinion from some other company ( you didnt lost any money for the service call )
sometimes a technician can make a mistake like everybody else , in this case if he would start the repair he would be able to correct himself upon the installation of the motor , again : we can not be responsible for your acts when you choosing not to repair thru us
Therefore we cant give you almost $( the wire in the wall is an electritian job anyways since we cant touch it according to your description ) and to by a washer was your decision ( if you had bought the motor like suggested you could take it back ) The pump couldnt be doagnosed since the motor wasnt working (its hard to diagnose the pump when the isnt spinning on the final spin cycle )
MLAR wants to apologize for your inconvenience but cant be responsible for it and give any money ,
As an act of out appreciation to your time we can offer you one free repair ( valid for one year , including washers , dryers , fridges ( not including sealed system and compressor), dishwashers , ovens ( all the labor fees will be waved - client will pay for parts only )
Thank you , MLAR
Initial Consumer Rebuttal /* (3000, 7, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The main sticking point here seems to be that since I was not charged a fee for the "advise" that MLAR should not be responsible for this error and I disagreeI will start with the washer motorYou have made mention that if the part was ordered and installed that if it did not solve the problem it could be returnedI spoked with *** and *** and they have stated if it was installed and operated that it could not be returned as it has electrical components so we would still have a $motor that is not required
I understand that people make mistakesThat is not the issue hereThe issue here is that I called and spoke with the repairman the next day to see if the power was tested and was told that he "did" check the unit for proper power
That was wrong and a lieMy electrician showed up, put his tester on the switch panel on the washer and within seconds told me that there was a power issue and that was when he decided to look into the wiring in the wall
My issue is that he repair person guessed and did not do the evaluation properlyIf I take my car to a dealership and ask them to look at the brakesIf they tell me they are fine and do not charge me but I pull of of the parking lot and cause an accident and it is determined that the technician did not really look at the brakes, are they not responsible? Can the dealership just throw their hands in the air and claim that since they did not give me a bill, that this is just a case of "tough luck" or an honest mistake?
Yes I purchased another washer and that was my perogative but I would not have had to do that if the issue was even remotely diagnosed properlyWaiting weeks for parts was not an option but I would not have had to make that purchase if the technician had not "lied" and told me that he tested the power
I need to make this point very clearThis is not about an honest mistakeI asked the tech point blank if he tested power into the unit after I took the unit back to my personal residence and told him that the motor worked fineHe had every opportunity to tell me at that time that no, he did not test the power or any other reasonable explanation to what he did but he stood with his original storyI asked him to explain how the unit works fine at my place but not where is was locatedHe had no answerHe stood with his original story even after I told him the motor works perfectly fine and that he was definitely wrong about his diagnosisHe still stood firm with a motor failure
The washer issue was and still is the water pumpIt costs $and takes minutes to installHaving to put $more into the machine will not set me back in life but I feel strongly about this situation and I feel that at the very least MLAR should cover the cost of this partI would do the install myself
Final Business Response /* (4000, 9, 2015/12/08) */
Hello ,
For first : we dont lie to people !, ( in this particular case we didnt even had a logical reason to sinse we werent after money or avoiding responsibility - think about it , why would the tech lie ? , what kind of benefit he have from liyng to you ? ) , the power was tested - maybe it was tested wrong , maybe at the it was ok , ( because if it wasnt the tech would say to you that you have an elecrical problem and you should call an electrician - whats more easy than that ?), again if you would go thru MLAR the tech would bring the mptor and after instalation he would take it back ( we can return parts and we are not charging clients for parts that are not solving the problem )
Again : MLAR cant and wont be responsible for any actions you did ( buying a washer , or anything else )
As far as we know ( your words ) the electrician was necessary anyway ( you had a wiring problem ) , the pump had to be replaced anyway ( its not something that we broke and we couldnt diagnose it without a working motor - if you would go thru as the tech after seeing that new motor isnt solves the problem could find the real problem advise you to call an electrician and after he could understand that the pump is also broken - you did not made the repair with us )
Therefore , MLAR thoes not have any Moral/Legal responsibilities or obligations in this case and we cant give you any money for no reason
We still can a free reair ( was specified in the previous review )as an act of good will , but no more than that
MLAR is great company , we have hundreds of very satisfied custumers and we can easily prove it , we are in this market not just because we are trying to make some money but also to provide great honest service - unfortunately mistakes are happening from time to time but we cannot be responsible for people's action based on an opinion , on people's decisions NOT to go ahead with a repair thru us and on any out comes these decisions will lead to
Happy holidays
MLAR
Final Consumer Response /* (4200, 11, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It seems that we will never come to an understanding on this issueI own my own business and I fully understand the moral and legal responsibilities associated with these situations
What should have happened is the following: Tech should have come in an looked at machineListened to motor and said that he is not really sure what the problem is.(he was sure it was damaged based on the sound) Check the power at the switches and said there may or may not be a power issue(He said he checked and their was no power issue)He then could have told me that he was just not sure but could look further or other options(He did not.) He was 100% sure of a motor failureGave me the price, part number, time of install, lead time of part
Your tech did not give me his "OPINION"He gave me a verbal quote and timeline to remedy this situation within the confines of a corporate settingThere is a major difference between an opinion and a quote for solutionMy tenants gave me an opinion that there was an issue with the washer motorThe tech supposedly gave me an educated estimation based on experience and trainingIf I wanted a random opinion I could have asked my children and they would have told me there was something wrong with the washer motorShould I replace it because a year old says it does not work? Of course notShould I replace it if a trained tech says it needs to be? Yes I wouldI hired a company for a trained and educated response regardless if money changed hands
You have hundreds of satisfied customersIs that because of random "opinions"? I doubt itI would assume it is mainly because the customers are happy that there repairs were accurate and completeAnd for the customers to be satisfied, their issues would have to have been solvedAnd if there was an issue during a repair, I would assume that you would not hide behind a statement of "well it was our opinion" but it turns out we were wrong but since it was an opinion tough luck
So my understanding is this, I was supposed to wait for weeks to get the motor rushed in from the manufacturerThen schedule in a time for the repair which we know would not fix the problemThen another day for a electrician, provided the tech was not wrong again and requested other parts to be ordered and replacedAnother day for your tech to come back and properly diagnose the issueMaybe another day to get the problem fixedAlmost weeks for this solutionAnd who pays for the tenants to clean their clothesOh, I guess that would be me
Regardless if I would have purchased a new washer or not, I would have had to cover extra costs due to the appliance repair being misdiagnosed
If the tech would have come in and diagnosed the issue as "the washer motor trying to turn backwards due to a power problem" none of this would have happened
If the tech would have come in and said that he "has no idea" what the issue is I would have had no problem with thatSometimes the techs have never seen a particular problemSometimes they just don't know the solutionThat is a credible responseGuessing and causing more problems is not the proper responseBlaming the misdiagnosis on an opinion is ridiculous
By the way, I have spoked with other appliance repair places in Edmonton and they have said that this specific problem is rare but easy to diagnose as the motor makes a very specific sound that only occurs in this instanceThey have stated that there is no way that it could be confused with a general motor failureBut yes it is very rare
Now you want me to accept a "good will" repair (labour only as essentially labour costs the company little money) I have had only dealing with your company and it is batting a 0%I would not take the risk for this to happen again with my personal high end appliances
The only resolution I would be happy with is the repair of the original washerBut it is obvious that will not happenI am out hundred and hundreds of dollars as a direct response to my dealing with MLARIf I would have hired a different repair company I would not have occurred those expensesI would have paid for an electrician and the water pump repair only
The unit requires a water pumpIt costs $plus labour

I have used Maple Leaf Appliance twice now and both times they were punctual and professional On the first occasion they called as they were running late (which doesn't often happen with other appliance companies) but once he arrived his work was excellent On Thursday my dryer started playing up and Mark scheduled a visit between and 8pm the following day Roman arrived at 5pm and again his work was professional and he will be returning once the part has arrived I have no hesitation recommending Maple Leaf

The person provided information was knowledgeable provided good advice and was friendly The work performed was very goodOverall positive experience

Awesome service! I will never use anyone else
Great pricing and expert staff

Made a Saturday morning desperation call for a broken refrigeratorTech was dispatched and arrive within hoursThey quoted the repair and stuck to the priceOur problem was fixed within an hourRoman (the tech) was professional, friendly and knowledgeableWill use Maple Leaf again

Initial Business Response /* (1000, 5, 2015/12/03) */
Hello ***,
The technician came there and made his diagnostics , to his opinion the motor was faulty and he honestly told you that ( we cant spend hours on diagnostics and go macro on parts since it will not be ecomical ) , the qoute that you
got is $for the part and $for the labor , if you had desided to make the repair thru our company and this motor was installed and not working you would obviously get your money back
In this situation the repair man desided as an act of kindness not charge you for the service call and gave you his opinion about the problem , whatever you did after is under your responsibility since you could call in for a second opinion from some other company ( you didnt lost any money for the service call )
sometimes a technician can make a mistake like everybody else , in this case if he would start the repair he would be able to correct himself upon the installation of the motor , again : we can not be responsible for your acts when you choosing not to repair thru us
Therefore we cant give you almost $( the wire in the wall is an electritian job anyways since we cant touch it according to your description ) and to by a washer was your decision ( if you had bought the motor like suggested you could take it back ) The pump couldnt be doagnosed since the motor wasnt working (its hard to diagnose the pump when the isnt spinning on the final spin cycle )
MLAR wants to apologize for your inconvenience but cant be responsible for it and give any money ,
As an act of out appreciation to your time we can offer you one free repair ( valid for one year , including washers , dryers , fridges ( not including sealed system and compressor), dishwashers , ovens ( all the labor fees will be waved - client will pay for parts only )
Thank you , MLAR
Initial Consumer Rebuttal /* (3000, 7, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The main sticking point here seems to be that since I was not charged a fee for the "advise" that MLAR should not be responsible for this error and I disagreeI will start with the washer motorYou have made mention that if the part was ordered and installed that if it did not solve the problem it could be returnedI spoked with *** and *** and they have stated if it was installed and operated that it could not be returned as it has electrical components so we would still have a $motor that is not required
I understand that people make mistakesThat is not the issue hereThe issue here is that I called and spoke with the repairman the next day to see if the power was tested and was told that he "did" check the unit for proper power
That was wrong and a lieMy electrician showed up, put his tester on the switch panel on the washer and within seconds told me that there was a power issue and that was when he decided to look into the wiring in the wall
My issue is that he repair person guessed and did not do the evaluation properlyIf I take my car to a dealership and ask them to look at the brakesIf they tell me they are fine and do not charge me but I pull of of the parking lot and cause an accident and it is determined that the technician did not really look at the brakes, are they not responsible? Can the dealership just throw their hands in the air and claim that since they did not give me a bill, that this is just a case of "tough luck" or an honest mistake?
Yes I purchased another washer and that was my perogative but I would not have had to do that if the issue was even remotely diagnosed properlyWaiting weeks for parts was not an option but I would not have had to make that purchase if the technician had not "lied" and told me that he tested the power
I need to make this point very clearThis is not about an honest mistakeI asked the tech point blank if he tested power into the unit after I took the unit back to my personal residence and told him that the motor worked fineHe had every opportunity to tell me at that time that no, he did not test the power or any other reasonable explanation to what he did but he stood with his original storyI asked him to explain how the unit works fine at my place but not where is was locatedHe had no answerHe stood with his original story even after I told him the motor works perfectly fine and that he was definitely wrong about his diagnosisHe still stood firm with a motor failure
The washer issue was and still is the water pumpIt costs $and takes minutes to installHaving to put $more into the machine will not set me back in life but I feel strongly about this situation and I feel that at the very least MLAR should cover the cost of this partI would do the install myself
Final Business Response /* (4000, 9, 2015/12/08) */
Hello ,
For first : we dont lie to people !, ( in this particular case we didnt even had a logical reason to sinse we werent after money or avoiding responsibility - think about it , why would the tech lie ? , what kind of benefit he have from liyng to you ? ) , the power was tested - maybe it was tested wrong , maybe at the it was ok , ( because if it wasnt the tech would say to you that you have an elecrical problem and you should call an electrician - whats more easy than that ?), again if you would go thru MLAR the tech would bring the mptor and after instalation he would take it back ( we can return parts and we are not charging clients for parts that are not solving the problem )
Again : MLAR cant and wont be responsible for any actions you did ( buying a washer , or anything else )
As far as we know ( your words ) the electrician was necessary anyway ( you had a wiring problem ) , the pump had to be replaced anyway ( its not something that we broke and we couldnt diagnose it without a working motor - if you would go thru as the tech after seeing that new motor isnt solves the problem could find the real problem advise you to call an electrician and after he could understand that the pump is also broken - you did not made the repair with us )
Therefore , MLAR thoes not have any Moral/Legal responsibilities or obligations in this case and we cant give you any money for no reason
We still can a free reair ( was specified in the previous review )as an act of good will , but no more than that
MLAR is great company , we have hundreds of very satisfied custumers and we can easily prove it , we are in this market not just because we are trying to make some money but also to provide great honest service - unfortunately mistakes are happening from time to time but we cannot be responsible for people's action based on an opinion , on people's decisions NOT to go ahead with a repair thru us and on any out comes these decisions will lead to
Happy holidays
MLAR
Final Consumer Response /* (4200, 11, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It seems that we will never come to an understanding on this issueI own my own business and I fully understand the moral and legal responsibilities associated with these situations
What should have happened is the following: Tech should have come in an looked at machineListened to motor and said that he is not really sure what the problem is.(he was sure it was damaged based on the sound) Check the power at the switches and said there may or may not be a power issue(He said he checked and their was no power issue)He then could have told me that he was just not sure but could look further or other options(He did not.) He was 100% sure of a motor failureGave me the price, part number, time of install, lead time of part
Your tech did not give me his "OPINION"He gave me a verbal quote and timeline to remedy this situation within the confines of a corporate settingThere is a major difference between an opinion and a quote for solutionMy tenants gave me an opinion that there was an issue with the washer motorThe tech supposedly gave me an educated estimation based on experience and trainingIf I wanted a random opinion I could have asked my children and they would have told me there was something wrong with the washer motorShould I replace it because a year old says it does not work? Of course notShould I replace it if a trained tech says it needs to be? Yes I wouldI hired a company for a trained and educated response regardless if money changed hands
You have hundreds of satisfied customersIs that because of random "opinions"? I doubt itI would assume it is mainly because the customers are happy that there repairs were accurate and completeAnd for the customers to be satisfied, their issues would have to have been solvedAnd if there was an issue during a repair, I would assume that you would not hide behind a statement of "well it was our opinion" but it turns out we were wrong but since it was an opinion tough luck
So my understanding is this, I was supposed to wait for weeks to get the motor rushed in from the manufacturerThen schedule in a time for the repair which we know would not fix the problemThen another day for a electrician, provided the tech was not wrong again and requested other parts to be ordered and replacedAnother day for your tech to come back and properly diagnose the issueMaybe another day to get the problem fixedAlmost weeks for this solutionAnd who pays for the tenants to clean their clothesOh, I guess that would be me
Regardless if I would have purchased a new washer or not, I would have had to cover extra costs due to the appliance repair being misdiagnosed
If the tech would have come in and diagnosed the issue as "the washer motor trying to turn backwards due to a power problem" none of this would have happened
If the tech would have come in and said that he "has no idea" what the issue is I would have had no problem with thatSometimes the techs have never seen a particular problemSometimes they just don't know the solutionThat is a credible responseGuessing and causing more problems is not the proper responseBlaming the misdiagnosis on an opinion is ridiculous
By the way, I have spoked with other appliance repair places in Edmonton and they have said that this specific problem is rare but easy to diagnose as the motor makes a very specific sound that only occurs in this instanceThey have stated that there is no way that it could be confused with a general motor failureBut yes it is very rare
Now you want me to accept a "good will" repair (labour only as essentially labour costs the company little money)I have had only dealing with your company and it is batting a 0%I would not take the risk for this to happen again with my personal high end appliances
The only resolution I would be happy with is the repair of the original washerBut it is obvious that will not happenI am out hundred and hundreds of dollars as a direct response to my dealing with MLARIf I would have hired a different repair company I would not have occurred those expensesI would have paid for an electrician and the water pump repair only
The unit requires a water pumpIt costs $plus labour

I was very satisfied with the service I received. Their technician, Alex, arrived within the specified time and quickly identified the problem with the washer. He had the needed part in the truck and within a short time, the unit was back in operation. I found him to be very pleasant and knowledgeable and would highly recommend the company to others.

This company is absolutely fabulous. Fast, courteous and the guys are great to work with. I am managing a 75 unit in Maple Ridge and count on their fast service for the building.