On Demand Appliance Repair

On October 20, my wife called On Demand Appliance Repair due to our *** *** side by side refrigerator not working properlyODAR showed up on October 21st and I was there to meet the service man who's name was "Jermaine"He looked at the unit and stated that both the compressor and inverter board needed to be replacedHe said that ODAR required a deposit of $which I gave him and he would return the first of the week to complete the repair quoting a total price of $2,to fix my refrigeratorAs this is the main refrigerator in our home I felt that I had no other option as *** *** Canada said they wouldn't be available for a service call until November 9th a full days from the time we contacted themThe following week Monday, Tuesday and Wednesday passed with no return of a service man, no calls and no return calls from ODARFinally a week later another service man came after over phone callsHe didn't have the parts that "Jermaine" said were required and told me that "Jermaine" didn't know what he was doing and that the compressor was fine and all I needed was the Control BoardI asked when he would return as again it was a Friday and he stated the first of the weekCall after call were never answered or returned when I did call ODAR and the service mailboxes are always full so there is no option to leave a messageAnother week passed and out of frustration I lost it with the contact person "Melanie" at ODARShe told me they were still trying to find the part and would call me backOf course she never didAt this point I downloaded the manual of my refrigerator and called *** Canada who owns *** ***Their call center is in the U.Sand their parts department stated they no longer carried that part and there was nothing they could do to help meThis is a $8,refrigerator that is only years old and when I told her that no parts and no service wasn't going to get my refrigerator going again she said "too bad" and hung upI then used *** and entered the part number and found a match and a company in Georgia that supplies these boards and sent them an emailIn ten minutes they contacted me, I ordered the board and they sent it out *** that day and it arrived the next morning by 10:I had called ODAR back and told them without question they needed to be at my place the next day to install the boardThis serviceman was different from the first two, installed the board in minutes and the repair was completeI was away so my wife asked for a credit as we had found the board, paid for the board and the shipping and ODAR had done nothing other than analyze the unit incorrectly, take a $deposit and supplied no partsThe serviceman said he could do nothing and we had to call the officeMy wife did and were told there would be a "small credit" against our $depositMelanie and then Alanna said the charges to us would be three service calls at $per call and $for the minute install of the board that they couldn't find and that I suppliedWhen questioned by my wife she was told that's the way it is and the charges are "flat rate" and it is what it is*** *** *** *** ***

*** They came to our home identified the problem, charged $and said they would order the part We've called, emailed, and to date they still have not tried to resolve the problem Don't get taken like we did, use another service as they are only in it for the service call

On October 20, my wife called On Demand Appliance Repair due to our *** *** side by side refrigerator not working properlyODAR showed up on October 21st and I was there to meet the service man who's name was "Jermaine"He looked at the unit and stated that both the compressor and inverter board needed to be replacedHe said that ODAR required a deposit of $which I gave him and he would return the first of the week to complete the repair quoting a total price of $2,to fix my refrigeratorAs this is the main refrigerator in our home I felt that I had no other option as *** *** Canada said they wouldn't be available for a service call until November 9th a full days from the time we contacted themThe following week Monday, Tuesday and Wednesday passed with no return of a service man, no calls and no return calls from ODARFinally a week later another service man came after over phone callsHe didn't have the parts that "Jermaine" said were required and told me that "Jermaine" didn't know what he was doing and that the compressor was fine and all I needed was the Control BoardI asked when he would return as again it was a Friday and he stated the first of the weekCall after call were never answered or returned when I did call ODAR and the service mailboxes are always full so there is no option to leave a messageAnother week passed and out of frustration I lost it with the contact person "Melanie" at ODARShe told me they were still trying to find the part and would call me backOf course she never didAt this point I downloaded the manual of my refrigerator and called *** Canada who owns *** ***Their call center is in the U.Sand their parts department stated they no longer carried that part and there was nothing they could do to help meThis is a $8,refrigerator that is only years old and when I told her that no parts and no service wasn't going to get my refrigerator going again she said "too bad" and hung upI then used *** and entered the part number and found a match and a company in Georgia that supplies these boards and sent them an emailIn ten minutes they contacted me, I ordered the board and they sent it out *** that day and it arrived the next morning by 10:I had called ODAR back and told them without question they needed to be at my place the next day to install the boardThis serviceman was different from the first two, installed the board in minutes and the repair was completeI was away so my wife asked for a credit as we had found the board, paid for the board and the shipping and ODAR had done nothing other than analyze the unit incorrectly, take a $deposit and supplied no partsThe serviceman said he could do nothing and we had to call the officeMy wife did and were told there would be a "small credit" against our $depositMelanie and then Alanna said the charges to us would be three service calls at $per call and $for the minute install of the board that they couldn't find and that I suppliedWhen questioned by my wife she was told that's the way it is and the charges are "flat rate" and it is what it is*** *** *** *** ***

On July 8, 2016 we called to have a technician come out to assess our [redacted] dryer that was not heating. The technician came out the same day. He tested the dryer and stated that the timer ($200 part) was the faulty part. He explained that because it was a special order part it would take two weeks to receive the part and that it would be non-refundable. In good faith we agreed to purchase the part, as this was what he advised. We had to pay for all services and parts which we did before he left. The technician did not do any maintenance at that time. The original receipt had no itemized breakdown of the cost, the technician advised us that this charge was for all parts and labour. The next time we tried the dryer it was heating, we thought it was perhaps a temporary finding and waited for the part to arrive and be installed. On July 25, 2016 after the two weeks passed we had not heard from the company, as the dryer was still heating we called them to ask if we could cancel the order and pay for the assessment visit only. At that time we were told that the part had been ordered and there was no refund. The following day I received a voicemail stating they had the part. I called to book an appointment for July 27. The technician arrived as promised. He had much trouble removing the faceplate on the machine and chipped a quarter-sized piece off the enamel of our dryer. When the dryer was opened he looked inside stated he had the wrong parts he would have to come back the following day. He returned the following day (July 28) changed 3 parts totalling a cost of no more than $40. He then tested the dryer and as it was working prior to his visit, it continued to heat. The technician stated he was surprised it was heating. When asked where the timer was, he stated he did not bring it with him. He advised we should call him in 1 week and if the dryer continued to heat, he would bring the timer. He tried to ask for more money for the parts he installed, which we declined. We attempted to contact the technician Aug 5 and again Aug 17 via text and voicemail. Still with no timer, on Aug 19 advised the company that we had not received the timer. They advised that the part was with a manager that was on vacation returning soon. Aug 24, I spoke with the company and advised that if I did not receive the part by the end of the day I would dispute the charge with the credit card company. The manager arrived to my home, practically threw the boxed part at me and started to walk off. I dropped the part, I stated wait I want to make sure that it is the correct part. Not even an apology for the delay, he waited impatiently and I confirmed it was the part. I finally thought I was done with this company and then I received emails trying to justify their actions. The email stated that the timer was faulty! To which I replied if the timer is faulty why is the dryer consistently heating without it being replaced.

The impression I have of this company is that their technicians are either unable to diagnose the root cause of a problem or they are misleading customers into purchasing parts that are far more costly than required and are not actually needed for the repair.

If my husband had not been present for the repair, they very well could have said they replaced it and could have used the part we paid for on another customers repair getting two payments for one part. Unfortunately for them we requested we keep all of the parts they replaced and we advocated to receive the part we had paid and waited almost two months for.