Canadian Bbq Boys

TLDR... Absolutely deplorable. If you're in the Hamilton area (or probably anywhere else in the GTA/Hamilton area) do not use these guys. They damaged the igniter on my BBQ and essentially told me I was not being truthful about it. I'll explain my experience.

(Hamilton, ON) I booked a cleaning appointment with them. Customer service was very nice, and very helpful. The cleaning team showed up on time, and within the service window they provided. They were friendly, and quick, and it appeared that they did the work as promised. I was very pleased!

However, once they left, I fired up the BBQ to make dinner and noticed that the BBQ would no longer light (it was working the night before). I checked the wires under the left BBQ shelf and noticed that one was cut, and the other was frayed almost to the point of being cut. I assumed this was just an accident, and wasn't too worried about it - I figured a company as well reviewed as this one would replace it. I was wrong.

I contacted the sales representative about it who was very nice, and she gave me an e-mail to contact someone (Cynthia) who could help me. She said "we want to make this right" and told me the manager would reach out to me to resolve the issue, and this is where it all goes bad.

The manager, I believe his name was Matt, contacted me from an "Unknown" number (so can't even call him back directly). I was still calm and happy, confident that they would do the right thing. He asked me multiple times where the issue was, and I did my best to explain. He then stated more times than I could count that "he'd have to talk to his staff because damage like this is extremely unlikely during a cleaning". I said fine, and I'd wait to hear back. Still happy, but a bit concerned.

He called me back a while later and told me that his staff told him that the igniter was not working before they started cleaning. I told him this is not true. He then told me that "in 10,000+ BBQ cleanings they'd never damaged anything like this". If you read the reviews on here you'll see that that is not true, and it told him as much. He said "from time to time some stuff does happen but in this case there's no way they broke the wires". I said "ok, then what you're telling me is that you're choosing to believe your staff over your customer?" He said (in more words than this) "yes".

His staff have every reason to cover their butts. As for me, why would I pay $200+ for the cleaning and then try to screw them over a simple igniter button and two wires? That would be the most expensive way to fix an igniter with the most runaround possible. No. It's not about the money. I can afford to, and have the ability to, fix it myself - but I shouldn't need to. They broke it, they should fix it. I'm 100% confident that there was no malice intended by their employees. Stuff happens. Maybe they didn't notice - but replacing it is the right thing to do, and it's good customer service.

He did offer to send a technician out "for free" to diagnose the issue and fix it for me. I asked if the cost of the replacement parts would be at my cost and he said yes. That's when I, admittedly, lost my cool and he hung up on me. I shouldn't have lost my cool, and I apologize for doing so, but this is unacceptable.

If someone from this company wants to come and make this right I am still open to it and willing to update my review. You have my contact information. Otherwise, I'm posting this experience everywhere I can find and will continue chasing this issue until it's made right.