Totem Appliance & Refrigeration Ltd

Appliance Repair
5950 Imperial St Burnaby BC V5J 4M2
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Rasha from Vancouver
Rasha from Vancouver
4 reviews Vancouver, BC

First Review

0/10

Very Poor Service

Sept 10 2020, I called them to service a bloomberg dryer in my suite. The first appointment they had was 1 week later. Technician came by and mentioned that a part needs to be ordered and replaced . I asked how long will that take he said about two weeks. The next day I received an email from Totem, that the part for my dryer has arrived . I called to schedule a call as advised in the email but they said that even though the part has arrived the technician will not be available until Oct 5th,2020 which is 18 days from his visit and 25 days from the time i called them to schedule a service call. Inspite of the fact that I was promised by the technician at the initial visit that the dryer will repaired , " as soon as the part arrives ". In summary the part was available & delivered to Totem , 1 day after it was ordered, but the Technician is the one who is not available to install the part for over 2 weeks. I have contacted several other service companies and they were all ready to send a technician in a matter of a couple of days ; which makes it clear that Totem is either understaffed or have some internal logistics issues while us customers have to pay the price of waiting as they are not able to fulfil the service in adequate time. I have contacted their office several times and 1 . Requested a sooner service Result : didnt happened and the receptionist responded when asked after numerous calls " we can't force the technician to answer his phone". 2 . To Talk to a manager (about 1 one week ago) . Result: I have never heard from a manager for over 1 week in spite of being promised that a manager will call me back in 24 to 48 hours. 3. Purchase the part so that I can arrange to have it installed sooner by another service company. Result : The receptionist responded that its not possible. 4. I have asked for a refund for the initial service call of $139.93 Result: they never answered my email or returned my call. I finally ordered the part myself and reached out to another service company. The part arrived and dryer repaired in exactly 3 business days.

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