K F in Richmond Hill

I read the reviews before I used Rapid Service. Tam did spend time on the phone before we hired them, Dawn was pleasant. But when things didn’t go well, they became unresponsive even to the appliance line (high end) they are certified /approved to service, Fischer&Paykell. Didn’t run a full diagnostic on 1st service call. The fridge was leaking. Tried a fix, replaced a circuit board that with labour cost us more than 525$. He had taken the right door panel off to do so. Didn’t work, fridge still leaks, thaws etc.. . AND the right panel door didn’t work properly after they took it off /on again for the 1st service. Called back. Tech had the nerve to imply we broke it after he was there. ? seriously? Dawn, while said she wasn’t there to say either way (no kidding Dawn), sent him back. And then charged parts AND labour to fix what was working before he showed up in the first place. We wanted to pay for the part but not labour. Mainly because no one could prove to us that he didn’t break it while taking it off and putting it on the 1st time. Fridge STILL leaks- this has been going on for more than 45 days. They have ignored us. Got head office F&P involved. No return call to them either. Last week Dawn said they will send tech ONLY if we agree to a $150.00 charge on my VISA prior to showing up (1.5 hrs labour) “Otherwise, we are free to go somewhere else". Same tech too! These guys are incredibly unprofessional. Not least a total waste of your valuable time. Beware when you let them into your home. Also, while they boast about there 25 plus year service in the business, I would remind anyone else who falls for that, there was NO social media or reviews such as Homestars to verify they had good customer service. We hired them. From there, not once did owners or Dawns “boss” Tam return a call request after original. He was either: “very busy”, "out for the afternoon”, “just stepped out”, “away” etc etc.. Dawn said she would get back to us; “later today”, "tomorrow"…NEVER did. At least she’d answer the phone. And every time, seemed as though she didn’t know who we were. An excess of 6 follow up discussions with Rapid. My husband had to call. F&P had to call (From NewZealand!!). Regional Service Manager, Tim too couldn’t get a response. Okay folks, here’s the BEST part of this nightmare. My husband asked her to send an email outlining RAPID Service condition as proposed by Dawn. Dawn said “sure”. Three days later... I sent Dawn an email again asking her to send the proposed terms to me in writing so that we are all clear on the new ‘service’ terms, to verify their technicians labour warranty & to schedule the service to finally fix the leaking fridge (they were first paid to fix…and failed). No surprise. NO RESPONSE. Nothing from the owner directly. They opted to replace the MOST expensive part on the appliance... and perhaps go from there? We will never know. Didn’t run a full diagnostic. RAPID SERVICE treated their customer with contempt because we stood to reason that charging us for what wasn’t broken until they showed up was unacceptable? Get real. B-WARE folks.