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What to Expect When Your Appliances Break Down – Winter 2025

January 31, 2025


Appliance breakdowns are often frustrating and time-consuming ordeals for all parties involved. It is in both the landlord and tenant’s best interest to ensure that appliances are kept in good working condition, however regardless of how careful we are, breakdowns can be inevitable. Depending on the nature of the breakdown, and the appliance in question, there are a few things that we ask tenants to expect as we work towards resolution.

The purpose of the breakdown matters. Appliances and fixtures in the unit are of the responsibility of the landlord to maintain on an ongoing basis, from deficiencies caused by normal use, or wear and tear. Meanwhile, it is the responsibility of the tenant to exercise proper care of use and appropriate cleaning of all installments on the property. They should also inform the landlord promptly when breakdowns occur. The tenant is also fully responsible for tending to any damage or breakdowns that are the cause of their, or their guest’s negligence – whether it is an accident or not.

The first step in addressing a malfunctioning or non-operational appliance is to determine which of the many components is causing the problem. Critical internal parts, such as igniters, heating elements, sensors, and motherboards, can be difficult to source from the manufacturer, often resulting in the need for replacement. Meanwhile, exterior or technical components such as door seals, knobs, lightbulbs, fans and handles have a higher chance of being successfully replaced. Please keep in mind that this is not always the case, and will vary based on the brand, the part, and status of the supply chain, and the age of the machine.

The nature of the appliance is also important. While we understand the frustration associated with a broken dishwasher or microwave, these are not often considered “essential” appliances. Alternatively, the fridge, heating/cooling elements, electric wiring and plumbing are all considered essential. While we do our best to address any breakdowns in prompt, reasonable manners, priority may be given to cases the concern more essential components.

 

Conducting Repairs of a Non-Functional Appliance

It is often in the best interest of the landlord to weigh the pros and cons of replacing individual parts, versus replacing the entire machine from the outset. While replacing parts can be cost efficient (particularly if the appliance is newer), it can also take time, which may cause more unwanted inconvenience to the tenant. Depending on a number of factors, swapping out parts may not always yield a guaranteed fix. Conversely, replacing the entire machine can come at financial stress to the landlord. If you are informed that the part can be replaced and the landlord chooses to order one or more components, it is important to keep delivery times in mind.

Delivery times can vary. Depending on how and where the part is sourced, you may need to wait anywhere between a few days, to a few weeks for delivery. Appliance technicians will often place orders directly with manufacturers and large companies, many of whom do not provide accurate delivery windows and can be difficult to communicate with for updates. In some cases, parts can be purchased at a local hardware store and secured within a few hours.

 

 

Replacing a Non-Functional Appliance

The replacement of an appliance usually comes as good news for tenants! However, there are still a few things to expect when the process begins.

In condos, some developers/builders will construct condo components with custom architecture, leaving variable spaces and slots for appliance replacements when the original ones break down. For example, a builder may position the kitchen cabinets in a way that only compliments certain length, width, and depth of fridge. They may build in, or “integrate” the front panel of a dishwasher so that only a specific brand of machine can fit in the spot without pushing past the cabinets, or scraping the walls. We have come across laundry rooms  that can only accommodate certain types of machines (stacked vs. side by side, top load vs. front load, ducted vs. ductless). In some rare cases, the electric wiring in the condo unit is only suited for certain – difficult to source – European manufactured machines, which operate at different voltages than their North American counterparts.

In some lucky cases, there are no constraints! Fortunately, if you live in a townhouse or separate dwelling, you are unlikely to come across this particular problem. Nevertheless, we ask that all tenants are aware and understanding of these uniquely frustrating restraints, which add an additional layer of careful consideration for the landlord. Unfortunately in these cases, standard appliance replacements cannot be simply picked up at your typical brick and mortar locations!

When the replacement appliance has been purchased and booked for delivery, please keep in mind that in condo buildings, tenants are required to assist the landlord by reserving a service elevator for the moving process. We do our best to supply accurate delivery timing windows from our appliance sources, but these are not guarantees. While in your unit, the delivery company will remove and dispose of the old appliance, so please ensure that the area to the suite exit is clear of any belongings that can hinder the process. Prior to the delivery taking place, the landlord must also ensure that the appropriate trade visit to disconnect (in the case of an appliance where water is used such as your dishwasher and washing machine), and unplug the old appliance for efficient removal.

As a final note, we often ask tenants to take a photo of the new appliance to document the successful installation, and send it to their landlord. Please also ensure to test the machine, to make sure there are no issues.

 

Repairing a Non-Functional Machine Under Warranty

If you come across the unfortunate situation where an appliance that is still under warranty experiences a breakdown, then there are some additional factors that will impact the time it takes for repair. Warranty policies for large appliance suppliers are strict and detailed, and any improper steps taken by the landlord can easily void the coverage.

The first step will be for the landlord to reach out to the manufacturer, and fill out a form that details the delivery date, appliance model, make, serial number, and receipt of purchase. If the appliance is purchased through a distribution company (as they often are), then the landlord will reach out to the sales representative. Once the repair case is open, the manufacturer will send an externally contracted, third party repair company to visit the unit.

Please keep in mind, your landlord does not have any control over the company that is used, nor the technician that is sent. The contractor will provide a service window, but no set time for arrival. The first visit will be for an inspection, to determine what part is causing the problem, and whether or not it can be repaired. Should a replacement part be available, the company will then send another technician in after it is delivered (please refer to the note above regarding delivery times), and attempt the fix.

From experience, we find that manufacturing companies will make three attempts to repair the appliance with replacement parts, before deeming the machine unfixable. Unfortunately, this can result in very long wait times, and lots of inconvenience for both parties. Once the machine is deemed unfixable, the company will then arrange for a direct delivery of a replacement.

It is critical to understand that in this unique situation, the landlord has little to no control over the timelines, and decisions made by the manufacturer. We understand how frustrating it can be for a brand new appliance to be faulty, so please exercise patience with your landlord in this situation. Remember, they just purchased a brand new appliance, and are just as disappointed as you are!

 

 

What Should I Do in the Meantime?

It is the responsibility of the tenant to do everything in their ability to minimize the personal cost required during the time that the use of the appliance is compromised. The tenant’s best judgement must be used when considering alternatives. At the same time, it is the responsibility of the owner to present reasonable temporary accommodation in severe cases.

For instance, it cannot be expected of the landlord to reimburse the tenant if they choose to eat out at a restaurant for every meal while their fridge does not work, but it is reasonable for a landlord to offer a temporary solution such as a minifridge. It is not reasonable for the tenant to expect the landlord to pay for a full service wash and fold, or professional dry cleaning of all clothing while their washing machine is non-functional, however it is responsible to request a temporary credit for the cost associated with using your local laundromat.

The repair and replacement of appliances requires all parties to be on the same page, and prompt with communication. While your landlord works behind the scenes to speak with the appropriate trades and companies, be sure to keep an eye on your main line of communication, so you do not miss any instructions, dates or times that will inevitably assist in resolution.

Remember, if you experience issues with your appliances, please let your landlord know right away! Delaying the notification process will only delay resolution, and there is no benefit if the start of the replacement or repair process is pushed back even further. In condos, there are many variables that will influence the resolution of the matter. There are many parties involved, and lines of communication must be kept as prompt and clear as possible. We thank you for your ongoing cooperation in these tough scenarios, and hope this helps to clear up some of the confusion as to what goes on behind the scenes.

Thank you for your ongoing cooperation,

Regards,

The Rental Lifestyle Group Inc. – Residential Leasing and Management – Toronto

Date: January 31st, 2025