Coquitlam, Canada
17 Fawcett Rd Unit 110
N/A
+1 6044375136
I recently contacted Totem for repairing my washer. Technician told me right at the spot that the motor needed to be replaced. I waited two days for follow up calls but it didn't happen. It is really not a good experience to use a commercial laundry mat in the middle of a pandemic. So I called them back. I was told that the motor will cost me 500 and up to 2 weeks of shipping time, plus I need to pay it up front. The price is quite different from what I got quoted from the technician, he also didn't mention the prepayment. I decided to outsource the motor. One company quoted me for 2/3 of the price for the same manufacturer motor, and it can be shipped right away. I confirmed the order. But the guy suggested to have their technician coming for a final check before they proceed with a purchase order. They charge a flat fee for diagnosis and repair anyway. The technician came in two days and told me he just needs to replace two carbon brushes and I will get my washer back! So with less than 10% of the cost, and problem solved at the spot, I felt I almost got scammed by Totem. Later on I found out a similar story from one of the Google reviews. So if you are reading this, you know what to do. DON'T USE TOTEM!
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Have used Totem many times.Always very reliable. Arrive on time very professional and thorough. Pleasant service personnel.
I have received 2 emails asking for a review of our experience from this company. This was not a great idea on their part because I thought dealing with Totem in our case was marginal. If they just left me alone, I would have been grumpy myself, now I am going to share my thoughts. I gave them 2 stars because most people who give one star are just vindictive and they did fix the problem with my fridge. Here is why they deserve a two star rating. The installer left a mess all over the floor that I had to clean up of sticky paper, wrappers and debris. They charged more because they indicated my fridge was 2 units and they repaired a part from each unit. I have added a picture to show you what my fridge looks like. When one part was in for “one fridge” they did not come out and fix the one fridge, they made us wait another month while the part came in for the “other fridge”. So, I am somewhat confused as it makes sense that 1 visit means one install charge or two units means two visits means two install charges. In this case we waited an extra month for one visit and two install charges. We did question the company on this point, the response was you have 2 units. There was no explanation as to why we were made to wait a month for the 2nd part to come in. Was it because it was just convenient for the technician? If so, then surely there should be a discounted rate for the \2nd\ unit fixed at the same visit?! It felt like a cash grab from the company and was not made clear as part of the quote. I would say beware of the fine print, not sure that is correct in this case, beware of what you are paying for up front!
We had an oven igniter fail and Totem was able to send Danny in the next day. He and his colleague getting trained were fantastic to deal with. They had the part, fixed the oven, and were out very efficiently. Happy to recommend their service. We felt the charges were very fair, and explained clearly.
The technician actually didn’t need to repair anything. He let us know that the “noise “ concerns we had we’re just due to the aging process of our dishwasher and clothes washer. Otherwise they are still doing their jobs well. He was great! Figured that we’d get a few more good years out of them.
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