Complaints

This profile includes complaints for The Brick Warehouse LP's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Brick Warehouse LP

  16930 114 Ave NW Edmonton, AB T5M 3S2

• 

  The Brick Warehouse LP

  1200 Lansdowne Street West Peterborough, ON K9J 2A1

• 

  The Brick Warehouse LP

  41 Broadway Avenue Wawa, ON P0S 1K0

• 

  The Brick Warehouse LP

  895 Main Street East Hawkesbury, ON K6A 1B5

• 

  The Brick Warehouse LP

  34 Marshall Avenue, East North Bay, ON P1A 1R1

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******* fridge from my local Brick store in April 2021, it was delivered in August 2021, and installed. Over the last few weeks some kind of coating has started peeling and flaking off of the stainless steel. The fridge has only ever been cleaned with warm water and microfibre cloth. I went to my local store to see what could be done, and was told they could do nothing and to contact *******, which I did, they also said nothing could be done because it’s cosmetic. Basically I bought a defective product but too bad. I went back to my local store to let them know I got no help or resolution. I was told again nothing the store could do. So I’ve bought a $2000 fridge used it for just over a year, it is defective, and there is not a thing I can do. I think the Brick should stand by its customers. I’ve purchased all my appliances through the brick as well as my furniture. I can’t believe they can do nothing to stand by the product they sell, or to stand by their customers.

  Business Response

  Date: 14/10/2022

  Hello,
  
  The client made a purchase on
  April 16, 2021, at the Brockville Brick location for a refrigerator on sales
  order document number ***********. This was delivered to the client on July 26,
  2021.
  
  Once the product is picked
  up/delivered, The Brick requests two days to report any damages and/or defects
  to customer service. Our process is to repair/replace defective/damaged goods
  within this time frame. After this timeframe, the product is under the coverage
  of the first-year manufacturer warranty, where it will be adjudicated in
  accordance with the terms and conditions of the manufacturer warranty.
  
  As the client’s refrigerator was delivered on July 26, 2021, the first-year
  manufacturer warranty will have been in effect until July 26, 2022. The client
  has stated that their concern first took place after this date. As such, their
  first-year manufacturer warranty had lapsed, and they are no longer covered by
  *******.
  
  The Brick does provide the option for clients to purchase extended warranty
  coverage for their appliances. Clients may choose to purchase this coverage up
  to 30 days after their product is received. The client did not purchase
  extended warranty coverage on April 16, 2021, or any day for 30 days
  thereafter.
  
  The Brick does not cover *******
  products under the first year as this is covered directly by the manufacturer. The
  Brick does not cover ******* products after their first-year manufacturer
  coverage without the purchase of extended warranty coverage. We regret to
  inform the client we will not be replacing/returning the product. We do
  apologize that we cannot assist further on this matter and hope the client can
  understand.
  
  Thank you!

  Customer Answer

  Date: 14/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  I understand that the fridge is out of the one year warranty by 2 months, but a fridge that costs over $2000, should last longer that a year. This issue is no fault of myself, the client, it’s clearly an issue with the coating on the stainless steel. All my appliances are stainless steel and none of them have this issue. I have read multiple other reviews from other customers that have had the same issue. I have purchased all my appliances and my furniture from the Brick. I know now that was a mistake, because they clearly do not stand behind the products they sell, and do not stand by their customers. I have reached out to ******* and have been told that they will do nothing, and that it’s cosmetic and would not be covered under warranty even if we had purchased the extended warranty. I know neither the Brick or ******* care at all about customers who purchase their products..Borh companies take the consumers money, and basically say too bad if there is an issue. 
  
  
  
  Sincerely,
  
  ***** *****
  
  

• Initial Complaint

  Date:12/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 2022 New freezer of 7 months quit.
  Technician was sent 3 times for repairs. Finally worked after waiting three weeks.
  Worked until August.
  Technician was sent 4 times. Still not working after five weeks.
  Will not replace a defective freezer, with contact at least 12 times, phoning, email, and personal contact.

  Business Response

  Date: 20/10/2022

  Hello,
  The client purchased a freezer from the Medicine Hat Brick
  location on May 03rd 2021 along with the extended warranty. This was
  delivered to the client’s residence on June 09th 2021.
  After reviewing this, our records indicate that a service
  claim was started on September 08th 2022 for the freezer not
  cooling.  This was assigned Event Claim
  ID ********. A technician was dispatched on September 12th to
  inspect the freezer, and his report confirms that parts were needed to carry
  out the repair and were duly ordered.  The technician received the parts and completed the repair on October 03rd 2022. The same day, the client called **** * ***** to report that the
  freezer wasn’t cooling again. This was assigned Event Claim ID ********. A new
  compressor has been ordered to fix the non-cooling issue with the freezer.  Once the compressor is received, the client
  will be contacted to book the repair.
  As this is a repair first warranty, and our records indicate
  only 2 service claims have been done, we unfortunately will not be able to
  exchange the freezer at this time. The no lemon guarantee only applies if you
  have 3 or more major repairs during your warranty period.
  We apologize if we haven’t met the client’s expectations for
  service and hope they understand.
  Thank you!

  Customer Answer

  Date: 21/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  I will contact both businesses that came to service the freezer and will forward by email the work that has been done.

  B.C. Appliance in March 2022; coolant pipe with pin hole from factory where all the coolant leaked out from June 9, 2021, to February 2022.  Replaced piping, recharged coolant, and still did not work.  Re-inspected, and determined a circuit board faulty, ordered and replaced.  Worked from March 20, 2022, until August 2022.  This first time, I had to contact ********** and ********** directly for service because the first-year warranty was not covered by the extended warranty from the Brick but was under the company one year warranty.  The Brick did not care that the appliance had quit and told me to deal with **********/********** directly.

  B.K Appliance: I contacted The Brick again, a technician came about Sept 9, 2022, replaced an evaporator, and did not work.  Came again to inspect, and the compressor was not working.   

  So far, I have not had use of a new freezer that I paid for in full in advance of delivery and have not been able to have use of for approximately 2.5 months waiting for parts and service.  *****, the manager of The Brick has not kept me informed, and I have called or gone in person to ask for replacement of a faulty appliance the first time the end of February 2022.

  My phone number is: ***********

  Thank you,

  
  
  
  
  Sincerely,

  
  
  
  
  *** *******

  Business Response

  Date: 25/10/2022

  Hello.

  Many appliance manufacturers prefer to deal
  with any issues during the first year themselves, and as such, The Brick is
  unable to provide service in these cases.
  At this time we do not have any return
  authorizations under this account and regret to inform the client we will not
  be replacing/returning the product without a return authorization provided by
  the manufacturer. As this is now under the extended warranty, parts have been
  ordered and are expected early next week. We do apologize that we cannot assist
  further on this matter and hope the client can understand.
  Thank you!

  Customer Answer

  Date: 26/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  This appliance malfunction has been ongoing since March 2022 with nonuse of a new freezer paid for in full prior to delivery.  Response from The Brick has been to ignore any responsibility to replace a faulty freezer with a comparable new one, and pass off repairs to the manufacturer, and then delay repairs to the extent of no use, late repairs to the effect that I have not had a useable freezer for 4.5 months and have lost over $600 of spoiled food.   I purchased the freezer from The Brick, not directly from the manufacturer, and the manager has not kept in contact to advise when and if the repairs would be forthcoming. I feel that The Brick has handled my purchase in a disgusting manner and have not provided satisfactory warranty service and replacement.   I have not caused the manager any grief through an angry complaint, although I feel most people would have gone in to challenge his behaviour long before 4.5 months of poor service and lack of communication to let me know directly what the course of action he intends to take.

  At this point I feel I have lost approximately $1100 and am forced to purchase another new freezer from a business that will stand behind the appliances they sell without causing undue hardship and grief as is this purchase.  

  Thank you for your help and I hope The Brick will pressure their manager to do the right thing and replace the freezer with a comparable new one as should have been done a long time ago.

  I will send a copy of the invoice for the last three repairs later today or tomorrow.
  
  
  
  Sincerely,
  
  
  
  *** *******

• Initial Complaint

  Date:07/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a sofa /chair and ottoman at the brick st. James store Winnipeg on 22 September 2022.
  $849.00 for sofa because it was 50% of original price because I bought the matching ottoman and chair.
  Chair was was $1119.98 regular price of $1399.97. Price of chair was reduced because I bought the warranty
  The ottoman was $349.95
  The ottoman and chair not delivered yet.
  The couch came on sept 26 2022. Sofa had no feet. I asked them not to bring it in the house but to replace with new sofa.
  Sept. 28 they delivered a new sofa. The sofa was in bad condition and I believe it has been previously used either as a sold item and returned or floor model. I am now asking the brick to just remove the sofa. It has wires popping out of the upholstery. White plastic tubing popping out/ rip in one cushion/ piping on one arm is crooked/ top shoulder right and left side appears damaged/frame shows through upholstery. Also sofa was bought with 4 accent pillows only 2 delivered. I have pictures but not sure how to send. Not great on the computer. Also had my neighbor take some pictures. What I really want the brick to do is remove the couch from my house. I had a brick customer service man come out on October 6. He said it was in fair condition and should not have been delivered to me in this condition and someone will get back to me in 7 days. I just want the sofa removed it is paid for. I do not want a third sofa from this manufacturer.I am establishing a report with you as I think they will try to grift me. I just want it removed and nothing delivered from this manufacturer. The wire that is poking out I feel is a safety issue. Hope you can guide me. I have not heard from customer service re the tech report. Also do not know how to send the pictures. My main issue is getting the sofa removed. Hope you can help me with the pictures. If you send me a text or email on my cell *** ******* I can send you the pictures thank you . Just want sofa removed. A refund?

  Business Response

  Date: 11/10/2022

  Hello,
  
  The client made purchase on September 22, 2022 at the Winnipeg West Brick
  location for a Tulsa Mist Sofa on sales order document number ************.
  This was delivered to the client on September 28, 2022. The client contacted
  the same store location later, on September 28 to report a cord hanging from
  bottom of item and one sofa cushion that has a rip in the casing.
  
  The client accepted a visit from a technician from TGS to inspect the sofa’s
  condition. This visit was completed on October 6th under ***** ***** ** ********. The technician submitted their findings report today, October 11,
  2022. The report reads that the sofa has multiple defects in piping and stich work,
  improperly installed upholstery, and uneven framework.
  
  The purchasing store is offering a full exchange of the sofa as these defects
  were reported by the client within the 48 hour damage and defect policy
  guidelines. The purchasing store will assist the client with remainder of the
  exchange process.
  
  Thank you.

  Customer Answer

  Date: 12/10/2022

  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:05/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sofa from The Brick on Coventry Road in Brampton in October 2021. Part of the transaction I purchased an extended warranty. In September 2022 I filed a service claim on the sofa. We had spilled coffee on the sofa and needed it professionally taken care of. When we purchased the extended warranty, we were assured by the sales representative, that it would cover these types of issues. The Brick is now saying that since you cannot see the coffee stain and there is no visible damage, that the warranty claim has been denied. The sofa is black leather and a coffee stain may not be seen, but it can be felt and smelled. The leather is sticky and smells of coffee. I am hoping to use my extended warranty (I paid for) and submit a claim to have this professionally treated.

  Business Response

  Date: 12/10/2022

  Hello,
  
  The client purchased a Drake 3-piece sectional on October 1, 2021 at the
  Brampton East Brick store location on sales order number ***********. This was
  delivered on December 21, 2021.
  
  The client’s sectional is covered under the manufacturer’s warranty for one
  year from the initial delivery date. As such, the client will be eligible to
  use their first year coverage until December 21, 2022. The client submitted
  warranty claim event ID ******** on September 24, 2022 stating
  coffee had been spilled on the on the sectional causing a residual odor that
  could not be removed using the warranty provided upholstery cleaner.
  
  The
  following defects are covered under the manufacturer’s first year warranty:
  Premature cracking, warping, or peeling of finish (genuine leather, bonded leather and wood)
  Electronics components
  All moving parts
  Mechanism failure
  Defective frame construction
  Faulty joints and springs
  All sleeper mechanisms (sofa beds)
  Failed stitching
  Seam separation
  
  After further
  review, the claim remains denied as odors are not covered under the
  manufacturer's warranty.  We apologize if we have not met the client’s
  expectations for service and hope they understand.
  
  Thank you

  Customer Answer

  Date: 12/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: I purchased the extended warranty for this reason. I was told by the Sales Associate that spills were covered under the extended warranty, and anything not covered by the manufacture would be covered by the extended warranty. There is damage to the sponge in the sofa that absorbed the coffee. This was the intent for purchasing the EXTENDED WARRANTY. If this is the case, then your sales associate lied and misrepresented the warranty and I would like a full refund of the extended warranty costs.
  
  
  
  Sincerely,
  
  
  
  *** *********

  Business Response

  Date: 19/10/2022

  Hello,
  
  The client purchased a Drake 3-piece sectional on October 1, 2021, at the
  Brampton East Brick store location on sales order number ***********. This was
  delivered on December 21, 2021.
  
  The client’s sectional is covered under the manufacturer’s warranty for one
  year from the initial delivery date. As such, the client will be eligible to
  use their first-year coverage until December 21, 2022. The client submitted
  warranty claim event ID ******** on September 24, 2022, stating
  coffee had been spilled on the on the sectional causing a residual odor that
  could not be removed using the warranty provided upholstery cleaner.
  
  The client’s extended warranty will not take effect until after the first-year
  manufacturer coverage has expired on December 21, 2022. The extended warranty
  coverage will be usable after this date.
  
  The following defects are covered
  under the extended warranty plan:
  
  Electronic components
  All moving parts
  Mechanism failure
  Defective construction
  Faulty joints and springs
  Accidental food and beverage stain
  Accidental human and pet biological stains
  Pen ink, crayon, marker
  Nail polish and cosmetics
  Failed stitching
  Seam separation
  Accidental rip or cut
  Accidental cigarette burns
  Cracking and peeling of finish (excluding bonded and faux leather)
  
  The following are not covered
  under the first-year or extended warranty plans:
  
  Wear and Tear
  Abuse and neglect
  Physical damage from pets
  Delivery/Transportation
  Odors
  Cracking and peeling of bonded and faux leather
  
  Neither the first-year manufacturer warranty or extended warranty coverage apply
  to odors and thus the client’s claim was rejected. The Brick does ensure all
  coverage details and requirements are available to clients via The Brick website
  on the Furniture Warranty page. We regret to inform the client we will not be
  moving forward with the client’s claim or offering a refund of their extended
  warranty coverage. Once the client’s extended coverage takes effect, they will
  still be eligible to use this coverage plan until December 21, 2026. We do apologize if we have not met the
  client’s expectations for service and hope they can understand.
  
  Thank you!

  Customer Answer

  Date: 21/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: it is not just the odor. The sponge was damaged inside as the coffee soaked into the material. Requires steam cleaning please. 
  
  
  
  Sincerely,
  
  
  
  *** *********

• Initial Complaint

  Date:05/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern,
  
  Over the past couple of years, I went to the Brick Outlet and made two purchases: 1) in 2020 (receipt attached) and 2) in 2022. For the first purchase, I was never told about receiving a care kit for the genuine leather love seat I purchased with a five-year warranty. I am still within my warranty phase and believe that I should receive the care kit I was never told about nor given. Regarding the second purchase, my husband and I purchased a genuine leather sofa with a five-year warranty and upon delivery yesterday (October 4, 2022), we never received the care kit. When I contacted customer service, they're refusing to give me two care kits, and for one, they expect me to drive all the way to a Brick location to pick it up. It is extremely unreasonable for me to go out of my way, waste my time, and money (gas), etc. to do this when on both occasions The Brick made mistakes, and they are not being flexible with me. We are very busy with sick family members (e.g., my father is in the hospital), etc. We've been loyal customers of The Brick for many years (my father also purchased a whole genuine leather couch set with a TV many years ago), and I would hate for this experience to keep us away from it and go to your competitors because the Brick are stealing from their customers. As such, I really hope you take into consideration this situation, and we are kindly requesting to receive two care kits since we never received them.

  Business Response

  Date: 18/10/2022

  Hello, 

  The customer purchased a loveseat on March 9th, 2020 and a sofa on September 18th, 2022 at the Scarborough Outlet Brick location on invoices *********** and *********** respectively, both with extended warranty. 
  

  Every extended warranty purchased on a furniture order of $500 and up comes with a free bonus care kit. The customer’s loveseat was picked up on March 16th, 2020 and the missing care kit was only reported 2 years later, after the delivery of the sofa on October 4th, 2022. We have attached a signed copy of the loveseat pickup receipt acknowledging that all items on the order were received, along with the license plate information. Our satisfaction policy states that if your product arrives in less than perfect condition, contact us within 48 hours of receiving your product and we will be happy to assist you. The first missing care kit was not reported within 48 hours and we are unable to offer a bonus product after 2 years.
  We have provided a link to our satisfaction policy for your reference: https://www.thebrick.com/pages/satisfaction-guarantee  

  The purchase location has offered for the customer to pick up the second care kit at any Brick location that is convenient for them but the customer declined. As the care kit is a free bonus item, our delivery team is unable to deliver it by itself. We apologize for any inconvenience or frustration this may have caused and hope the customer understands. 

  Thank you. 

  Customer Answer

  Date: 19/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  
  

  The initial carekit wasn't reported until after my second purchase because I wasn't informed that it comes with the carekit. For the second one, it was disclosed to us.

  On both occasions The Brick made the errors, and I am just kindly requesting you amend you mistakes. 

  
  

  I didn't decline the carekit, I wanted a flexible solution given that the person I spoke with wasn't being flexible for my situation. To explain further, The Brick made two mistakes and then I'm being penalized because I have to drive all the way to another location to pick up the care kit while The Brick will not give me the initial carekit they kept away from me. 

  
  

  I would be pleased with the following solution: Please allow me to pick up to carekits from The Brick near Eglinton and Warden - I think this is a fair solution for both parties.

  
  

  As well, The Brick gave us a lamp with stains. I reported this, and I have yet to hear a response from the Customer Service Representative from the location. I would gladly also trade the lamp for another non-defective one when picking up the carekits (please).
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 25/10/2022

  Hello, 

  After reviewing this again, we regret to inform the customer that we will not be replacing the first carekit. The second carekit can be picked up at any Brick location of the customer’s choosing.  
  

  We do apologize that we cannot assist further on this matter and hope the customer can understand.   
  

  Thank you. 

  Customer Answer

  Date: 31/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: it is not an adequate solution, especially since the Brick has made numerous faults. It's unfair to us, as the customers to be going through this and that the Brick is lacking understanding and empathy for their customers. After going through three mistakes, I believe that providing a care kit to compensate for the error is a fair solution.
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:05/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased several appliances from the brick and also purchased there extended warranty. My fridge hasn't worked in months now. First it was the icemaker . They sent a repair man and he said l would have to unplug my fridge for 48 hours. I unplugged it and threw all my food out. The repair man came back fixed the icemaker and broke my freezer. Filled another claim and it took them 2 months to come and fix the freezer. In the process of fixing my freezer he broke my fridge. I woke up to water all over the floor .l pulled the fridge out from the wall and seen screws on the floor, the repair man didn't even bother to put the scews back in the fridge. So again threw my food out and also the water recked my floor. It's now been 12 days with no refrigeration. I tried several times to contact king of State with no response to fixing my fridge. They don't answer there phone l was waiting on hold for 75 minutes and finally hung up.lve been in to the Brick several times to complain and nothing. I think it's time they give me a new fridge l have small children at home and no way to store food. Please help me resolve this issue.
  Thank you
  ****** ********

  Business Response

  Date: 18/10/2022

  Hello, 

  The customer purchased a Fridge on November 22th, 2019 at the Chilliwack Brick location on invoice *********** with extended warranty. 

  The customer has submitted multiple warranty claims because the fridge was not working properly, on April 11th, 2022 on Event ID *******, on August 9th, 2022 on Event ID ******** and on October 1st, 2022 on Event ID ********. After the last repair was completed on September 21st, 2022, the warranty company was unable to secure a technician to go to the customer’s area for the 3rd repair. Due to the multiple service calls, the warranty company offered the customer a prorated credit of 70% the initial cost to be used towards the reselection of a new fridge, as per the extended warranty service agreement. We cannot go against the terms of the service agreement for the extended warranty.  
  We have provided a link to the service agreement for your reference: https://www.thebrick.com/pages/appliance-and-electronics-warranty 

  When the customer was contacted by the warranty company on October 8th, 2022 with the settlement offer, she declined and reported that the previous technician had caused damage to her floors. The picture the customer sent only shows a damaged floorboard but the relation to the technician’s work was unclear, as well as the location of the damage in the home. As the property damage was reported 18 days after the technician’s visit, the repair company did not accept the claim.  

  We apologize for any inconvenience or frustration this may have caused and hope the client understands. 

  Thank you! 

  Customer Answer

  Date: 19/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  I emailed the company  the very next day about my fridge being broken and floor damage . I tried calling them and waited on line for 75 minutes with no response. I don't see why they wouldn't give me a new fridge when it was the incompetence of there repair man that broke it 2 times. The original repair was only for the ice maker. When repairing that he broke my freezer  and when repairing that 2 months later he broke my fridge and ice maker.
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 25/10/2022

  Hello, 

  After further review, we apologize but cannot go against the terms and conditions of the service agreement for the extended warranty. As the repair was not feasible, the customer was offered a prorated credit to be used towards the replacement of the fridge, which the customer declined.  
  

  We apologize that we could not meet the customer's expectations for service.  
  

  Thank you. 

  Customer Answer

  Date: 27/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:There technicians  broke my fridge and damaged my floors because of there incompetence. If l would have know this l would have just lived with a broken icemaker. The brick pushes the extended warranty on there customers for what l thought was peace of mind.  Why should I be responsible for something they broke because they didn't have a clue on what they were doing.
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:04/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** * *********
  Purchased a sectional from The Brick May 18, 2021 in St. Paul, Alberta to be delivered on July 2, 2021 to our new residence in St. Albert, Alberta. It is now October 3, 2022, I called the The Brick that the material looks like it is old in areas where a person sits. I was told that nothing can be done because the year is up and no extended warranty was purchased. I am very frustrated as we spent 2100.00 and we have no kids, pets and hardly use this sofa except mornings to watch the news. I was told that I should have called earlier but it just started to look this way recently. ( as they say when the warranty is done, too late). I have had sofas last longer than one year (20+) with two young kids on it daily. My question is, can anything be done or am I to just suck it up? I will not go back to St. Paul Brick. We purchased just about 4,000.00 worth alone time. Being made in Canada, we were hoping it would be in better shape regarding the material.

  Business Response

  Date: 05/10/2022

  The client made a purchase at the St. Paul
  Brick location on May 18, 2021 for a two piece sectional. It was delivered to
  the client’s residence on July 7, 2021.
  
  
  All products sold by The Brick carry a one-year
  warranty against manufacturers' defects, which is usually provided by the
  manufacturer. In cases where the manufacturer doesn't provide a one-year warranty,
  The Brick will provide one.
  
  At the time of purchase the client declined extended
  warranty. This was noted on the invoice at time of purchase. The client contacted
  the purchase location on October 3, 2022 stating that the material looks like
  it is old in the areas where a person sits. After reviewing the account, it was
  confirmed that the one year manufacturer’s warranty expired in July. As the
  client did not purchase the extended warranty, the claim was denied.
  
  While we understand that the client is requesting assistance, without the
  extended warranty we are not able to provide service. We apologize if we have
  not been able to meet the customer’s expectations for service and hope they
  understand.
  
  Thank you

• Initial Complaint

  Date:03/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********** Dishwasher item code purchased FFCD241W $429.00
  001ADW4D 4 Yr Dish warranty plus one year by the store. $129.99 equals 553.99 Tax 72.67 =$631.66. Sept 5th 2020 purchase.
  Reported to the store (not draining) on Aug 10th 2022. Several email and store visits does nothing to send a repairman. The company ****** who has the repair contract from **** *** ***** who hold the warranty is four and a half hours away from us in Quebec. The location of the dishwasher is at 16 rue de l’Apell our cottage ************ **** ************** ******* ** **** *** *******  The closest place to us is Maniwaki Quebec, WHICH IS ONLY 20 minutes away from us we believe the warranty contract company uses ****** Drummondville Quebec .The company ****** ************ used to contact us is called ********* ******** ************. ****** gave us a number to use for Landsbury Services but they refused and said store must call to confirm *** **** *** **. Since then we had two calls leaving numbers that are either busy or no answer. Have sent emails to the store also ***** *** ***** the last call we received is that the washer is repaired service no longer needed. ***** *** *** ******* ************** **** ** ******* ************ ** *********** **************  both numbers are from **** *** ***** maybe you might be more successful to get an answer. ******* * *****  sent me an email that she reached out to a technician service required to contact me. Then same company calls to confirm cancellation. Her name is ******* ***** ****** again from ******
  The Brick woman named ***** issued a ticket number a while back she said she would keep this ticket number alive until the issue was resolved ****** ******* so we never heard from her again. This has been a several week problem, cannot reach anyone at those above numbers, ********** said just call in a repairman and take the bill to the store where they sold us the warranty in the first place. Rather do things by the book.

  Business Response

  Date: 12/10/2022

  Hello,

   

  We apologize to the client for the delay in setting up service, and after reviewing this can confirm the client was contacted by **** * ***** who apologized for the mix up and that the service request has been routed to ********* ******* on ** ********, who will be reaching out to book a time that works for the client and the technician.

  We apolgoize if we have not met the client's expectations for service and have logged their feedback to help provide better future services.

  Thank you!

• Initial Complaint

  Date:29/09/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Kitchen appliances were purchased May 2nd, 2021. On July 26 2022 the pump in the dishwasher stopped working. Called the company offering the extended warranty. A technician visited several days later and confirmed it was a broken pump. They ordered the replacement parts. Two weeks later I received a call stating the parts were received and to book another appointment with the technician. Upon the next visit, the technician informs me that they received the wrong part, that they would order the correct one and that I would receive another call to book a new appointment. I receive no news for several weeks. On September 10 I call the warranty company and they inform me the order was canceled and that a new order was placed on September 7. I visit the Brick store where I purchased the appliances and they inform me there is nothing that can be done in their end. On September 23 I received another call stating I would be offered store credit with 72 hours. I visited the store again on September 29 and they told me that they had no record of a store credit. It has been 2 months now without a working dishwasher.

  Business Response

  Date: 17/10/2022

  Hello,  
  

  After reviewing the details of this complaint, we can confirm that the customer has accepted a settlement from the warranty company **** *** ***** for a reselection credit of 84% of the amount they initially paid for the dishwasher, per the depreciation guidelines of the extended warranty service agreement.  
  

  As the warranty company has resolved this with the customer, we consider this matter closed. We apologize for any inconvenience or frustration this may have caused and hope the customer understands.  
  

  Thank you!    

• Initial Complaint

  Date:29/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase done from Brick.
  
  Purchase Date: 12 June 2022
  ***** *** *********** Product: IRONWORKS 6PC GATHERNG PKG
  Warranty Claim Date: 19 July 2022
  Warrant ***** *** ********
  
  Issue encountered with a chair in first week of July and requests submitted to replace the chair or repair the same. Extended warranty of 5 years also purchased.
  
  After 2.5 months, Brick has not replaced or repaired the chair. Contacted Brick customer support but no resolution provided till date.

  Business Response

  Date: 04/10/2022

  Hello,
  The client made a purchase on June 12th 2022 at
  the Kitchener Brick location for a 6 Piece dining set. This was delivered to
  the client’s residence on June 15th 2022.
  The following defects are covered under the
  manufacturer’s first year warranty:
  Premature cracking, warping, or peeling of finish (genuine leather, bonded leather and wood)
  Electronics components
  All moving parts
  Mechanism failure
  Defective frame construction
  Faulty joints and springs
  All sleeper mechanisms (sofa beds)
  Failed stitching
  Seam separation
  
  A warranty claim was submitted by the client on July 19th 2022 for one chair where the screw couldn’t be tightened. This was
  automatically assigned LT event ********. A technician was dispatched on July
  29th 2022 and their report confirmed that the chair needs 2 new
  screws and chair set base as the t-nut from inside was stripped. This was
  approved by the purchase location and was ordered from the manufacturer on July
  29th 2022. Should the parts not arrive within 90 days from the date
  they were ordered, the store location will reach out to the client to offer other
  options.
  We apologize if we have not been able to meet the client’s
  expectations for service and hope they understand.
  Thank you!

  Customer Answer

  Date: 04/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: Brick is responsible for quality control and check. For a chair 1 month old, I need to wait 90 days for part and then also no clear alternative provided by store. 

  Had this been an old item, it would have made sense. This is a brand new item purchased and I have not been able to use it since 3 months now. Brick is not taking any responsibility though they sell the product. My bill receipt says Brick and its Brick duty to get the parts or offer a replacement. This is an harassment by Brick to the customers.

  
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 04/10/2022

  Hello,

   

  When making a purchase, if there are any issues within 48 hours of delivery or pick up, The Brick will be happy to assist the client with any defectes reported within the first 48 hours.  After this time, each concern must follow the warranty process.  In the event that parts are needed to bring the product back to like new condtion, we do allow up to 90 days for the parts to arrive as many vendors are not located in Canada.  In the event the parts are not recevied within 90 days, the purhcase location will look into other options. In this case, if they are not received by October 29th 2022, the store location will offer an exchange for the client.

  Thank you!