Phoenix AMD International
Reviews and Complaints

I've been waiting for my oven to be fixed for a whopping 3 months now. They keep telling me they're "waiting on parts" that apparently need to be made and shipped all the way from Japan. Seriously, can't they hurry up?

I been tryin' to get my freezer fixed. They make everythin' so frustratin'. It been three weeks and no call back or appointment.

I bought a stove from Phoenix AMD International Inc. and it had problems right from the start. But I gotta say, AMD International was there for me, helping me with all the issues I had with the stove. They tried to get the right parts to fix it, but it just wasn't happening. So, Phoenix AMD hooked me up with a credit so I could buy a new stove. And let me tell you, Mel from that company was on top of things. She followed up on every problem I had and never gave up on giving me the best customer service possible. It's rare to find employees who care so much in a world where customer service isn't always great. I'm really glad I got the extended warranty because of the awesome service I received. Thanks a bunch!

Waitin 9 weeks for a warranty repair. Everytime I call, I get fed a diffrent story. Nine weeks and still no part. If they can't get the part, I want a new dishwasher installed. I've been patient, but I'm runnin out of patience.

Warrnty on *** Fridge. Sept 9/20. Technician service Call Sept 25/20. Parts ordered Service call. Nov 13/20 parts did not solve problem fridge complete shut down. Service call Dec 23/20 parts still do not solve problem. Reached out to customer service once again. Still have not got a decision on what they are going to do, still waiting for Management Call.

Warenty complaint bout a defektive wall oven. Initally the oven was replased under Manufactur's warenty in February . The exact same problem, only worse, has occured again under extendid warenty but the extendid warenty provider will not replase the oven. Warentee company says that the issue is cosmetik and normal wear and tear. The base of the oven is cracking up.

This thing with Phoenix AMD International Inc. has been going on since 2019 with their Excelsior warranty on a dishwasher. I've been filing warranty work complaints with them over and over again, but they take forever to call me back. They've sent technicians out 5 times, but they're saying it's only been 2 times, probably because they don't want to replace the item. I can't get them to come to a solution, they just keep trying to fix it. Last time they said it was fixed, it ended up blowing water everywhere and ruining my old floors.

On May 26th, a repairman visited to repair our faulty washing machine. He noted the washer plate and transmission were broken, and he needed to check if the $700.00 repair or a replacement would be covered by warranty/insurance. Our warranty expires in July . We've reached out to the manufacturer and Phoenix AMD International regarding the claim. Sadly, no one has any information, and I'm worried about potential delays until the warranty runs out. Can someone please help?

First of all, the 2 hour call back system don't work, I've asked for it 3 times and never got a call back. They say you'll wait for 30 minutes on the line, but it often goes on for over an hour. Now, let's get to the main complaint, Claim No ***. I've been without a washing machine for 9 weeks waiting for warranty repair. A technician did come after 3 weeks and said he needed a part and left. The technician hardly answers his phone, and when he does, he says he doesn't know about the repair and tells me to call back later, but then he doesn't pick up the phone. I've told Phoenix about this issue, and they say they're working on it with the supervisor. I've even given them the option to send me the part so I can arrange to have it fitted, but they haven't responded to me.

I'm having trouble with this company honoring my fridge warranty. They said they would fix it, but it hasn't happened yet. This has been going on since May. The person I've been talking to, ***, won't call me back. The repairman, Wes, is the same. Finally, on October 12, Wes said sorry and explained he was out east and would be back on October 13. But I haven't heard from him since. I asked him to call me when he returned, but no response. I texted yesterday, still no response. I called *** again this morning, but no response. Can you help me? Here's my address: ***. I'm starting to think about getting the police involved. Is that an option? Thank you

I paid a lot extra for warranty on my appliances. But guess what? They didn't even complete one repair properly. They didn't have all the right parts, so now my warranty is partially used up and the repair is still not done. And get this, because of one tiny missing piece, I might need a whole new door. Can you believe it? This has been going on for at least a year. I called them and they said they would help and call me back. But surprise, surprise, they never did. So I called again this week and asked for a manager to call me back. They said it would happen within 48 hours. Well, guess what? It didn't. My family is never buying from an appliance place that uses this crappy warranty service again. The guy they send for repairs is actually pretty good, but this company doesn't give him what he needs to do a proper fix. I've talked to so many receptionists and none of them ever get back to me. It's ridiculous. A whole year is way too long for the amount of money I paid. I bought my appliances for Christmas in 2019 and I've been dealing with this issue since last January or February.

In 2018, I purchased a fridge, gas stove, dishwasher, washer, and dryer from a local store in Peterborough. I also secured an extended warranty for all appliances through Phoenix AMD in Bowmanville, Ontario. On March 8, 2022, I reported a leak from the fridge's dispenser to Phoenix. I shut off the water line to prevent damage. They scheduled a check three weeks later. On March 9, the fridge lost cooling. I informed Phoenix of this new issue. They offered $100 for a temporary fridge, which I appreciated. On March 22, a technician inspected the fridge. Despite numerous calls, Phoenix has not resolved the issue or provided a repair timeline. As of April 6, Phoenix has not given a repair date, citing the need for further discussion with the technician's company. The company confirmed they sent their report to Phoenix. Phoenix's repeated requests for more information from the technician's company have left me without a working fridge for four weeks, which is unacceptable.

We bought a fancy recliner from a store in Sydney, NS about 3 years ago. It cost us a whopping $1300 and we even got insurance for it, just in case anything went wrong with the mechanics, like the motor. The insurance was supposed to cover us for 5 years. We have the receipt to prove it.

But guess what? About 2 months ago, we started smelling something funky coming from the chair, and we figured out it was the chair itself. And when we tried to put it back in the sitting position, it wouldn't budge. We figured the motor had gone kaput. So, the next day, we told the store about it, and they gave us the number for the insurance company, Phoenix AMD. We reported the issue to Phoenix, and they said someone would get in touch within a week to check out the chair and figure out what was wrong.

Well, that week came and went, and we didn't hear a peep from them. So, we called again to complain, but it didn't do us any good. They still didn't call back. Then, about 3 weeks ago, we found the number for the guy who was supposed to fix the chair in our area. But when we called him, he said he had retired a few weeks earlier. So, we let both the store and Phoenix know about it. We told them that no one had contacted us and that we couldn't even use the chair anymore.

I even brought up the safety concern, since there was an electrical issue, and I demanded a replacement instead of a repair. I told them we had waited long enough, and even if they could fix the chair, we'd still have to wait for the part and for them to find someone to do the fixing. They asked for a few days, and I agreed to give them 3 days.

After struggling for 2 months and getting different answers, I really think Phoenix needs to be looked into. It's ridiculous that I have to fight so hard for something I paid good money for. I want a brand new chair, and I shouldn't have been sold insurance if they weren't going to help me out.

I bought a washer/dryer set from Phoenix AMD International Inc. in 2019. My washer is broken, and it's almost 3 years old. I have a 5-year extended warranty on the set. It broke in the first week of January 2022. I emailed the warranty place, but I didn't get a repairman until February 3, and he lived 2 hours away, which didn't make sense. Anyway, the transmission, bearings, and inside hoses are gone in the washer. The repairman said I would have 80% of a new washer when it's fixed. I emailed again, thinking it would cost more to fix it with parts, labor, and getting him back. So, I emailed the warranty place again, and they agreed to give me $560 (the price of the washer, I guess, when I bought it). But Phoenix AMD International Inc. said it was $604. I thought that was good, but when I did the math, the cheapest washer at Phoenix AMD International Inc. is $800. That means I would have to pay $200 more out of my pocket, plus tax on $800, which is another $120 out of my pocket. Additionally, I would lose my 5-year warranty, of which I only used not even 2 years, and I would have to buy another extended warranty. I also spent $250 doing laundry at the laundromat, and they won't reimburse me, even though I already asked. I'm a single mom of 2 kids, and I can't afford that money to get a new washer. That's why I bought the extended warranty. I emailed again, telling them to just fix it so that I can still have my warranty, but they won't because it will cost more than what I paid for the washer. I asked if I could just get the money and buy a second-hand one, but they won't do that either. I can't even get the money I already spent at the laundromat. I still don't have a washer, and it's been 1 and a half months. I thought with an extended warranty, they would just replace it with what I already had. I will never buy another extended warranty on anything. I just want them to replace the washer without me having to spend a lot of money when I already have an extended warranty. Can you please help me?

I'm writing to complain about Phoenix AMD International Inc. for not following the warranty terms and guarantees, providing terrible customer service, and not accommodating for COVID-19. They have been dishonest, making up new excuses and now ignoring me. On July 5, I bought a blush pink couch from *** Waterloo with warranty protection from Phoenix AMD International Invoice# XXXXX. The total cost was $1648.65. The Phoenix AMD pamphlet I received stated that protection covered coffee spills and jean/fabric runoff (***). On Apr. 19, 2020, I filed a claim #XXXXXX for a coffee spill that happened the day before and jean runoff that had built up. On Apr. 23, I was told that due to COVID-19, they were closed and would make arrangements to fix the stains once they reopened. On July 14, I checked if Phoenix AMD had reopened and was informed that they were open and would send a technician to assess/clean the couch. The technician they sent was from Niagara, not Toronto where I live. A customer service representative called to apologize for the mistake and promised to send a new technician. I mentioned that there was another spill that week but didn't file a separate claim as a technician was already dispatched. This didn't seem to be a problem. On July 27, the technician came to my apartment but didn't clean the couch. On July 29, I was called and told that my claim was denied because the technician recommended a general cleaning. When I questioned this, I was told that if the stains were cleaned, there would be a color difference and there were other stains on the couch. These were the first excuses they gave me. This seemed wrong as I had mentioned the other spill on the phone and it wasn't a problem. This color difference would happen for all spill cleanings then. On Aug.1, I emailed to dispute the denied service (***). I didn't get a response and emailed again on Aug.7. I finally received a response on Aug.11 from Jennifer saying that a "courtesy cleaning" of the coffee stain was approved. I was upset because the warranty supposedly covered both the coffee stain and the jean runoff. On Aug.13, *** called and said they had contacted Phoenix AMD about my claim and were told that all the complications were due to COVID. Another excuse from Phoenix AMD to deny my claim. On Aug. 17, the technician came and I emailed Jennifer expressing my dissatisfaction with the courtesy clean and what it included. Again, no response. On Aug. 26, I emailed Jennifer to let her know that the coffee stain hadn't been removed and that I wanted it and the jean stains repaired. Still no response. I was extremely frustrated by this point, so on Sept. 3, I sent another email about my couch. I received a phone call response on Sept. 9, and was told that the stains were considered accumulation stains, which weren't covered by the warranty. I explained that this was impossible because I had the couch for less than 8 months when I made the initial claim. Unless my apartment was in complete disrepair, such extensive accumulation stains couldn't have happened. I also mentioned that fabric color runoff doesn't happen immediately and occurs due to accumulation. I brought up the stain that occurred in July and mentioned that if COVID hadn't happened, the couch would have been cleaned in April and a separate claim would have been made in July. I was told that a supervisor would contact me within the next 2 business days, but no one did. So, on Sept. 17, I emailed Jennifer again to complain about this mistake. On Sept. 22, I was contacted by *** who offered to clean the jean stains, clean the coffee stain again, and repair it if it wasn't fixed. I agreed since that's what I paid for, but I never heard back. I called *** on Oct. 7 and was told they would get back to me, but they didn't. I called again on Oct. 13 and 26, but still haven't heard back.

Complaint is against Phoenix AMD first and a retailer second. Right now, the retailer will only take back the couch set for a depreciating credit amount and not fix our couch or get involved with the warranty company. Here's the original complaint and backstory... Purchased couch set at a store on a specific street in Laval, Quebec on 9/04. Paid $6000 and also purchased the extended 5-year warranty which covered surface and structural imperfections and was given a cleaner and conditioner as part of a maintenance package and was told to apply it 3-4 times a year. Product first ruined leather coloring on Dec 6, 2017, this is when we first processed a claim. Company sent a technician and processed claim without issues. The retailer discarded the products and gave us new products to use. We used the cleaner every season since but again when my wife last applied the product back in August (within 5 years), the color came off again. We called to make a claim again, however having extreme difficulty with the retailer processing the claim this time. They sent a technician like the previous claim, but then told us that the couch was 5 years old and was showing signs of wear and tear. Then told us that we should not use the cleaning product that the retailer gave us and told us not to use as instructed by the retailer because it acts as a bleach or spot remover. We were told to use the cleaner and then apply a conditioner as a step 1 and step 2 process by the retailer, never was told that it was to be used as a spot remover. Offered to show technician how the color comes off and refused to watch and told us that he'll complete his report based on his findings, but did say that the cleaner was the cause. Waited 2 weeks to hear back with a report that was incomplete, and said that the couch showed signs of wear and tear and had nothing to do with the cleaner. Escalated complaint and received a 2nd opinion in October . New technician told us that it was not the first case he has seen where the cleaner caused discoloration. My wife asked if she could demonstrate and the technician declined saying that he knows this is a product issue and would state that on his report. One week passes and we have to call and follow up with the claim. Was first told by customer service that our claim was in process and that they were waiting on estimates of fabric and availability of parts and that I would receive an answer soon. Another week passes and still no call. I call back and then was told a different story. I was told that my claim was being turned down because they could not find any pictures to prove what the 2nd technician was saying. After talking with a supervisor we agreed that a 3rd technician would come and test the couch. We agreed that we would apply the product how we were instructed by the retailer and that the technician would wipe it off. Because I'm already very skeptical, I ensured that we agreed that the cleaner would be applied on the actual sitting surface and armrest as we have been using the product and where the color comes off, and not an area where we have not been cleaning often over the past 5 years as often. This morning (12/4), 3 months after making a claim, the technician came and took our product and applied to a small section on the lower backside of the couch to test and took pictures of no color transfer. I tried to tell the technician the agreement I had with the company and he told us that he had specific instructions to only test a small area and if we didn't like what he was doing to call the retailer. We tried to call the retailer's warranty company to inform the tech what the agreement was but at 9:00 am no one answered the phone so I was forced to leave a voicemail. My wife and I then applied a small drop on our armrest and wiped it off and then the color came off. He took pictures of that as well, but did say that he was told to only report on his findings from the backside. We are extremely dissatisfied and we feel that we did not get the service we paid for.