09/29/2026
Disappointed with the Service and Lack of Warranty Support
I don’t typically post negative business reviews online. As a business owner myself, I understand how damaging a negative review can be, and I also recognize that there are often two sides to every story. However, I believe businesses should stand behind the services they provide. After all, isn’t that part of what keeps a business successful?
I was approached by Zac from **Zac’s Appliance Guys** after I posted on Facebook looking for someone to service our commercial kitchen equipment. He offered to come out and assess the equipment and quoted a $140 rate with a one-hour minimum, which we agreed to.
Before he came, we asked if he could also look at a couple of other refrigerators so that we could avoid having to pay for additional service calls. He was happy to do so and diagnosed three appliances. We were then charged $139.99 **per appliance**, which was not how I understood the initial $140-per-hour/one-hour-minimum rate to have been explained.
I questioned the diagnostic charges, particularly because one appliance took approximately five minutes to diagnose and all three were assessed within the original hour. I asked if he would reconsider the charges, but he was unwilling to do so, explaining that he had travelled from Cobden. My response was that he had offered to come to us, so the distance he travelled should have been factored into the pricing he provided upfront.
We ultimately agreed to have him complete the repairs.l as we needed them done quickly.
Before the parts were ordered, we were asked to pay the **full amount upfront**. That is not how we operate as a business, so we agreed instead to pay half upfront and the balance when the work was completed. We honoured that agreement and paid the balance as agreed.
A significant amount of money was paid to repair two of the appliances. The work began in July, and Zac had to return in August to address a second issue that had not been identified during the initial diagnosis, even though the issue was addressed upfront.
At the time of the service, Zac verbally confirmed that he stood behind his **parts and workmanship for one year**.
Today, we discovered that the second issue he repaired is **still not resolved**. I contacted him and simply asked him to come back and assess the problem, as it is still within the one-year warranty period he had committed to.
His response was that **we are no longer within his service area** and, despite the warranty commitment made at the time of service, he is no longer willing to come back and stand behind the work.
I completely understand that a business may change its service area. What I do not understand is why that would eliminate a warranty commitment made **before** that change.
If you provide a service, accept payment for that service, and tell your customer that you stand behind your parts and workmanship for one year, I believe you should honour that commitment—even if you subsequently decide not to take on new customers in that area.
We are now left having to pay **another company to come out, diagnose and potentially repair a problem that we just paid to have repaired.**
As a business owner, I work very hard to provide the best service possible to our customers and to stand behind the commitments we make. I expect the same from businesses I hire.
Unfortunately, based on our experience, **I would not recommend Zac’s Appliance Guys.**
It is experiences like this that unfortunately give good, reputable tradespeople a bad name. 😡
