Elite Appliance Service – Toronto

Slow, unreliable service, painful to deal with, DO NOT USE.

- Time from Call to Service: 13 days
- Time promised from Service to return visit with new parts: 4-5 business days
- Time until next contact, where they told me I'd have to pay for the part, and then they'd order it for another 4-5 business day delay: 7 days
- Time for part order: Min 4-5 days
- Time to schedule next Visit: Who knows - I gave up on them.

Horrid, horrid service. Do not use!

I have never had such poor customer service in my entire life. I spent 1100 dollars to have my time,my home disrespected and to be talked down to. We called Elite in Toronto to service our damaged LG Washing Machine on Sept 15th 2013, first they kept us on hold everyday for 1 week each time we called for roughly half an hour. Finally when we did reach them we booked a "diagnosis" appointment. This appointment consisted of them giving us a 3 hour window in which they would arrive at hour home. Which meant my wife had to be absent from work for a half day at least. They proceeded to charge us $107.00 dollars for diagnosis $7 of which was for the gas of their driver which is insane. Then they came to our house a 9am on Sept 26th 2013 i believe. The technician rolled his hand a couple times in the drum, pressed a few buttons and proceeded to tell us the machine needed a "tub job". He basically spent 10 minutes at my home and did not even give me a price or an estimate. The next day they sent us a quote for $900.00 we accepted the quote and then we waited almost 10 days for the parts. Finally they came October 9th 2013 to fix the machine, my wife took a day off work because they gave us another 3 hour window and they said that they found more problems and need more parts. So basically they diagnosed the machine incorrectly. Then we waited another 10 days and our cost increased to $1,100.00 to repair the machine.

They finally came back on October the 25th another day that my wife had to be absent from work for. They told us that the job would take 3 hours. My wife had to leave while they were working to take my two 3 year old twins to an appointment and said she would be back. They argued with her that they would not work if she left which is absurd. So she left anyway. They called me after 1 hour and 45 minutes and said over the phone "Sir this is Elite, your wife is nowhere to be found we have been waiting 10 minutes here" After I waited for this company at every turn of this process I was livid. But that was not the end when I arrived home my basement was a mess but the best part is that they took my wastebasket, dumped the garbage in it on my floor and used it as a bucket. Not to mention there were also puddles of water on my floor that they never dried. I called them after I had already paid them, and no one ever called me back. I was told the service manger would call me but that has never occurred. They claimed they gave may be a 100 dollar discount on the parts but that is not reflected anywhere.

The only helpful person there is Jennifer in customer service.

I have never had such poor service in my life, If I ran my business in that fashion I would be a disgrace to my clients. As well everything that they state on their website is the opposite of how I was treated. This is their mission statement "With passion, conviction and integrity, our mission is to deliver top quality service whenever we make an appliance repair service call. We strive to make sure that every customer is happy and that they want to tell their network about our services. A happy customer starts with a reliable appliance repair technician and so we strive to bring you quality service through professional, courteous and trained appliance repair technicians." Ridiculous in my opinion. As well there are alot more statements on their website that are not true at all. If they would have at least acknowledged my existence by calling me back to discuss my issues I probably would have never Posted this.

These guys are horrible. I only used them as there was a recall on our fridge door. No call backs, terrible service and follow up and the work they did was all wrong, so had to get another company out to fix it. Avoid Elite Applicance at all costs.

These people are horrible. Customer service is not their forte. They are not up front with their cost structure. I knew what my problem was with my fridge and told them. When they arrived, they agreed with me. They emailed me a quote to repair the problem and were waiting for a response from me. When I sent them a message, got no response. Called them and person on phone treated me poorly. Immediately after hanging up, I googled my part number and ordered it from the US. Will be here within 1 week at half the cost of these guys. I'll install myself for free. Do not use these people. I wasted $119, do not do the same. ($6.75 gas charge when I live 1km from their office) Please.

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.