Key Food Equipment Services - Vancouver

Bad experience with Key. Asked to speak with the manager because no one came to check up on us. We schedule for 1:00pm June 1 and no one ever came. Talked to Cheryl (manager) and she didn’t care and told me to move on.Don’t recommend Key to anyone, the negative reviews are accurate.

We had a bad experience with dishwasher service! The dishwasher works not too bad, but we feel the water not goes down very well! We called key food they send some one to check and told us need to change a drain part! Total cost us over 2000 dollar! After they changed new drain, the dishwasher working couple hours and then stop working! It repeat every a few hour! It never happen before! So we called back cuz they said they has 90 days warranty! The technican came said he has no idea about that' then left send us a $200+ Invoice and explain is not a final invoice! We try to contact the service manger! The people just play with us, transfer different department, told us is not my part

I should have read the reviews before requesting a repair service. This company ripped us off. The technician never ended up fixing our oven , yet we still had to pay over 500 dollars. The technician only worked on our still broken oven for 5 minutes... They charged us for a multitude of things like travel time, labour, truck charge, handling charge and shop supplies. Two of these charges are understandable, like the travel time charge and labour charge, but when asked about the other charges they only stated that they are standard charges". Meaning that these charges would still be applicable whether or not the technician could/would fix the problem or not.I'd also like to say that most of their 5 star reviews are by their employees. So I think it'd be fair to assume that most of their clients were not happy with their experience with Key Food Equipment."

Wow! Service industry is going down!Called to book a service (we used their services before ) , first they said it will take 2-3 weeks to have someone at my business and they need $700 advance deposit to send the Tech out.If the service costs less then they will refund me!I said , call me at the time and I will do that.But they said , they can not even book the service without the advance!Seriously!You want me to pay $700 to have someone maybe show up 2-3 weeks from now! Sure!

Surprised to see the low overall score.Ann went above and beyond in helping us finding the right part for a fix. Didn't charge extra or anything. $10 fix instead of a new $2000 machine. Pretty happy about that

It is not surprising that they rate only 2 stars. The worse customer service ever. Second time calling them to fix the door of my oven and pilots. First time, they charge me $350 just to tell me that the pilots needed to be changed - which I already had told them when I called them to book the visit. Paid another $700 because I really needed them fixed. Now, just a month later the door is not working. Call to ask someone to come and the lady on the phone said she will have to get another deposit. I replied that this was a joke and she was very rude and said she didn’t had to deal with that. Just unbelievable - unfortunately there is no competition in this field. So now after pay to have the door fixed I continue with my door broken. I am speechless .

This company has ghosted me for a good 2 months now.I initially had a repair done that required a $250 deposit. After our service was complete we were delighted to know that the repair landed under the price of our deposit. We were invoiced for a total of around $111 so we were entitled to a $139 refund.After a few days we checked our statements and found a refund amount of only $27. Much less than the $139 we were expecting to get back. I sent an email to support and they confirmed with me that the refund is $27.To my confusion I emailed them asking why my invoice showed a refund due of $139 and they simply ignored me.Fast forward 2 weeks of being ghosted I email them again asking why my invoice showed that I was owed $139 and only got $27 back. Invoicing at the company informs me that the total of the service was not $111, but rather, $223. This was the reason they gave me for only refunding $27.Now I thought this is fine maybe the invoice I received had a typo. I send them another email asking if they could send over a correct invoice that shows my service costing $223 instead of the $111 that I received. I attached the original invoice they gave me so they could see for themselves.2 weeks go by with no response so I follow up with another email asking them to give me the correct invoice for my records or to refund me the amount I initially thought I would receive.It has now been 1 month month after that email and I have still not gotten a response back. The communication is nonexistent and they simply disappeared with my deposit.

Went in to have my cook top fixed.Dealt with Kevin, he is awesome to deal with, extremely helpful and respectful. Turned out the work needed on my unit was not covered under warranty, i was informed that it would cost 500 dollars to fix, i was hesitant to get it fixed, the unit was 720 brand new. I was informed that it was company policy to charge 75 dollars for a written estimate. Which i declined. In the end, they charged me 600 dollars, a full 100 dollars more than i was told, and Suzanne the manager called me back and was extremely rude and didn't have her facts right. I would never go back for any work to this company, i will from now on make sure i buy units that this company is not responsible for warranty or fixing. Kevin is awesome, the company is disguising.

It is such a shame the customer service from the office is so bad because the technicians are very kind and knowledgeable. My restaurant put in a work order to have our dish washer’s heating element replaced, I provided the model number, size, etc of the machine and then two weeks later the technician showed up empty handed with a work order to replace that part and left after 5 minutes because there was nothing he could do. The part takes 2 weeks to order and they only placed the order after he already came to look. They charged me for that visit even though he did nothing. I talked to the head office today and they said they had to charge me because the technician has to know the size of the part first but I provided all that information in the first work order. On the phone they said they normally keep it in stock but right now they are out but they should have known that before they sent the technician here! Even the technician I talked to today said it was unfair that the company’s charged me for the first visit. Not to mention I had to pay 2 $700 deposits to get them out here twice!

Tannis was super helpful and informative would recommend to anyone needing help with commercial kitchen equipment!