Express Appliance Repair Inc. ratings, reviews and complaints - Small Household Appliances Retail

Complaints and Resolutions

Complaint Experience

N/A

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Some complainants allege technicians diagnosed problems without checking appliances. One complainant alleges a dishwasher was less than six months old, but would not drain due to being clogged by food particles. Upon arrival, the technician immediately informed the customer, the unit could not be repaired and would have to be replaced. When the complainant refused the proposal telling the technician the drain hose was transparent, and blockage was quite visable, he cleared the hose within 10 minutes, charging $125 for the work. Another complainant reports a technician used misleading statements to imply a refrigerator would keep food colder if a "special tool" was used to clean out the bottom. The customer agreed, and signed a work order. The "special tool" was a small broom, which the service man used to sweep for about one minute, charging the customer $95. Other customers complain unnecessary repairs are performed, repairs do not correct problems, and the company routinely overcharges for parts and labor. The company responds to some complaints by disputing the complaint allegations, and attempting to justify actions or alleged excessive charges. Two complainants found the company's response to their complaint unacceptable, and contend a refund would be in order. Most complaints are unanswered.

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Complaint Closing Statistics

0 complaints against Express Appliance Repair Inc. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

Other Information

Company Info

This company's business is providing appliance repair services.

Primary Contact:	Vadim Korolev (President)
Business Started:	9/1/1996
Social:

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Licensing

We know of no licensing or registration requirement for companies engaged in this company's stated type of business.

Government Actions

BCA has no information regarding government actions at this time.

Comments and Analysis

In California, the law requires service dealers to inform the consumer in writing when a diagnosis fee will be charged and the amount of the charge; provide a written estimate of the total repair cost to the consumer; and furnish an itemized repair invoice of all labor performed and parts installed when the repair is complete. They are also required to return replaced parts, and perform all repairs competently. The law prohibits false or misleading advertising, fraud or dishonest dealings, or false promises likely to induce the consumer to authorize repairs, and negligence or incompetence in repairs. The Bureau of Electronic & Appliance Repair (BEAR) requires dealers and repair facilities to register and obtain licensing. Keep in mind, licenses can be obtained simply by paying a fee, and do not necessarily attest to the competency level of it's holder. The BEAR monitors compliance and acts as a regulatory and enforcement agency for licensees. Licensing can be verified online at www.bear.ca.gov., or, give them a call at (916) 574-2069.

Other Considerations

We know of no other matter or practice relating to this company that may assist you in your consideration of this company.

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Additional Info

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Reputation Report

Express Appliance Repair Inc.

Complaints and Resolutions

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