Complaints

This profile includes complaints for Trans Global Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Trans Global Service

  275 - 16930 114 Ave Edmonton, AB T5M 3S2

• 

  Trans Global Service

  6751 50 Ave Red Deer, AB T4N 4C9

• 

  Trans Global Service

  350 West Hunt Club Road Nepean, ON K2E 1A5

• 

  Trans Global Service

  7555 Beedie Way Vancouver, BC V6G 1C7

• 

  Trans Global Service

  7555 Beedie Way Delta, BC V6G 1C7

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:28/03/2024

  Type:Product 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.

  An employee named *** ****** from this company sent me the brochure and information on various subscription plans. After reviewing it with my husband, we decided to purchase a subscription for one appliance, opting for the no-commitment monthly plan priced at $12.49 plus tax, totaling $14.11. I contacted the company on March 21st to initiate my subscription, providing my appliance's serial and model numbers. They assured me that my plan number would be sent via email. However, it's been over a week, and I still haven't received it. Additionally, they double-charged me. Despite numerous calls, including conversations with employees ******** ******** and others, I haven't been able to speak with a supervisor. Each time, they promise a callback by the end of the day, which never materializes. After emailing **** for a refund of the duplicate charge and my missing plan number, she mentioned that her supervisor, ********* would contact me, but I never received a call. Now, **** isn't responding. I demand a refund for the ********** charges, as they failed to provide the promised service or plan number. Furthermore, I intend to report them for ********** practices to alert others of their deceitful behavior.

  Business Response

  Date: 03/04/2024

  Hello,

  The customer was refunded her 1st payment last week and the 2nd payment yesterday. She was also advised of that via email with copies of the refund receipt, which she herself then acknowledged to us. We would ask that this complaint please be considered resolved as no further action is required on our part. 

  Thank you

  Customer Answer

  Date: 05/04/2024

  
  
  Complaint: ********
   
  
  I am rejecting this response because:
  
  I haven’t received the second refund yet. On the receipt, they entered the wrong information and the payment was never refunded to me. I emailed the business and they said they will look into it. 
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 05/04/2024

  Hello,

  This customer has been refunded. It can take up to 5 business days for the money to appear back on her account as per standard banking practices.

  Thank you

  Customer Answer

  Date: 08/04/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  Please close my complaint. I have received my refunds from the business. For some reason, it does not allow me to close the complaint. Thank you for your assistance in this matter.  
  
  Regards,
  ****
  

• Initial Complaint

  Date:20/12/2023

  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.

  We purchased an extended warranty from ******** ********* ****** for our ** **** fridge. The compressor failed on Nov 9 and multiple times (3) a service tech has come out and confirmed that the compressor has failed. We were then promised that it would be repaired on December 20. Parts were ordered but we are still waiting for a repair and no date can be provided to us for a repair. Many times we have called to seek information and none has been forthcoming. We are looking at not having a fridge over the Christmas holiday season. Unacceptable. Did I mention the fridge failed on Nov 9?

  Business Response

  Date: 14/01/2024

  Here is the response to this complaint provided by our TGS team:

  "Hello Team,
  
  The extended warranty company ****** ***** advised us on 28-Dec that they are assisting the customer with replacement.
  
  I emailed them to follow up with the customer.
  
  Thank you"

  Please let us know if this customer request further help

• Initial Complaint

  Date:27/10/2023

  Type:Customer Service 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 purchased this fridge in Aug 2022.
  In the past 2 months I have had 4 technicians come to try to repair. **** *** ***** sent them. Each time not resolving the problem. I have asked for a replacement which so far they refuse.
  I have lost food on several occasions because my fridge is not cooling. I expressed the urgency of my situation and still have to wait over a week for a technician. Now they have ordered a part and we will have a 5th visit from a technician. I would like them to replace my fridge.

  Customer Answer

  Date: 08/11/2023

  I have settled with Trans Global. The have provided me with a full in store credit at *** ***** to replace our fridge. We did lose our taxes and warranty paid on the initial purchase. I tried having these amount waived at *** ***** but they refused. 
  ***** ******** 
  ************
  

  
  

• Initial Complaint

  Date:23/10/2023

  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.

  Purchased a dishwasher with installation through ****** on Oct. ****** uses Transglobal services for their installations and this company came and installed our dishwasher on Oct 16. The installer broke the aqua stop connector that connects this dishwasher to the hot water supply line and tied to cover it up using electrical tape. The electrical tape held for 2 days before the connector disconnected completely from the hot water supply line causing a flood in our kitchen and basement. We were able to get a refund for the cost of the installation through ****** but the part the installer broke is a specialty part that is very expensive. This dishwasher is unusable now and needs this part replaced and installed on the dishwasher which we are told is an expensive process. We want this company to pay for the damage they have caused which is replacing the part they broke and paying for the repair of the dishwasher but they refuse to call us back.

  Customer Answer

  Date: 03/11/2023

   

  Hello,

  The company has contacted us directly regarding this and has resolved our issue. You can close this case. 

   

  Thank you,

   

  **** 

• Initial Complaint

  Date:18/09/2023

  Type:Order 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.

  Date of Transaction: 01-Mar-2022
  Purchase Location: ****** ********* ***. (Edmonton North)
  Insurance Company: Trans Global Insurance Group (Edmonton)
  
  Insurance Protection plan selected without my authorization.
  
  Please see written submission in the uploaded documents section.
  
  Thank you for your help in this matter.
  ***** ******* ************

  Business Response

  Date: 12/10/2023

  Hello, 

  We have brought this to the attention of the senior customer care representative for ****** head office. They have committed to reaching out to the customer and addressing their concerns directly.

   

  thank you, 

   

  Customer Answer

  Date: 16/10/2023

  
  
  Complaint: 20620268
  
  
  Good morning,

  
  I am rejecting this response because:

  I have had no communication from ****** as of yet. 

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

  Business Response

  Date: 07/11/2023

  Hello, 
  The Brick and ******, while affiliated with on another, are considered separate entities. You will have to file this claim with ****** directly. 

  
  Thank you, 

• Initial Complaint

  Date:30/07/2023

  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.

  What the business's **** ***** ******, ********** ****** *****, Trans Global Service, after purchase product repair after apliance failure.

  Business Response

  Date: 17/08/2023

  This customer has been approved to return the product for an in store credit in order to replace their product, which aligns with their request for an exchange or repair. The customer may visit their local store to select their new purchase and have the credit applied. 

  thank you, 

• Initial Complaint

  Date:29/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am really disappointed with **** * ***** Warranty Insurance (part of Trans Global Service). I have major concerns & complaints regarding their warranty process. I purchased a LG Fridge and the 4 year extended warranty package from ***** in 2018. On June 28th, 2023, my fridge stopped working. I immediately called **** * ***** to initiate the warranty process. A technician came to my house the following day. They informed me that the compressor had broken down and he would order the parts asap. They stated they would be back on June 6th with the parts to fix it. I called the technician and he has yet to receive the parts. I then called **** * ***** to inquire how long the process would take. The rep was quite stern and informed me not to call back with a complaint until 2 weeks have passed (July 14th). The first repair finally occurred on July 12. The technician had informed us to wait 24 hours for the compressor to reach its full capacity. However the following day, I noticed the fridge was running non-stop and was making a noise 24/7. A **** * ***** representative called on July 13 to see if I still had any concerns with the repair. I had informed him about the problem. He said he will note this problem on our file, and to wait 1 week to see if the problem persists. If the problem persisted, he said to call and continue the claim process. Within the week, the following problems occurred: fridge was working non-stop, food in the fridge was freezing, strange noise coming from the fridge continuously and moisture build-up.
  
  I called **** * ***** on July 19th to submit another warranty request. The request was submitted as a goodwill as the warranty was over. The second repair service was booked for July 27th. An hour after the technician repaired the fridge, it completely stopped working again. Everything in the freezer melted and the fridge was no longer holding the temperature (the stand alone thermometer was increasing in temperature). It is safe to assume both technicians were not able to repair the fridge. I immediately called the customer service number to report the issue. The representative repeatedly stated a problem can only be submitted after the technician had submitted their report. Until then, no corrective action can be taken. She told me to continue calling back the following day to see if the report is submitted and then report the problem.
  
  The next day after getting in touch with **** * ***** to report the non-cooling fridge for the 2nd time, they called back to be offered a prorated refund that can only be used to purchase an item at ***** and within 30 days of issue.
  
  I find this entire situation ridiculous. First of all, **** * ***** took more than a month to try and fix the fridge. It was only made possible due to my consistent calling and emailing. It seemed like they wanted to prolong the process as long as possible so that we would give up. They tried to get out of the warranty by claiming that they were doing this service out of 'good will'. It should not even be described as a 'goodwill' as the initial warranty request was made prior to the warranty expiring. It is not my responsibility that the technicians could not fix the fridge and the parts took a long to arrive. As the initial issue was never resolved, the full warranty should have covered it.
  
  Secondly, the warranty itself is a cheat. They did not offer the full purchase cost. The ****** agent who sold me the warranty should have clearly stated that it is a prorated warranty, and the money given is only credit that could only be redeemed at ******. By not stating these conditions at the time of warranty purchase, I was scammed into buying something I would have never purchased. These warranty conditions would have caused me to reconsider whether to purchase items at ****** in the first place. I find the offer extremely laughable. With the way **** * ***** treated us as customers, why would I want to purchase another appliance from ******? Why would I ever want to go through this entire situation again? I am not interested in paying for an extended warranty that does not provide any service.
  
  Neither ****** or **** * ***** warranty provided any meaningful help throughout this process. This process took an entire month. Living without a refrigerator for a month is extremely ridiculous and mind-blowing in this decade. Not to mention the amount of food discarded due to spoilage; an amount of $500.00. Including the days off I had to take off to accommodate the technicians, another $500.00. **** * ***** warranty clearly states no deductions for peace of mind but this has not been the case at all.
  
  I would really appreciate ****** ******** ****** to assist with providing a solution to this problem. Ideally I would want the entire cost of the fridge back and not as a credit to be used at *****. I have absolutely no interest in purchasing anything from ***** again.

• Initial Complaint

  Date:28/07/2023

  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.

  We found our washer leaking which the developer got it from the ****** so we call Transglobal for help to see what is happening and try to resolve the leaking issue.
  We have first attempted to call for the service in March, 2023; the dispatch called to confirm the service, I have remind her my washer is top loaded and is very heavy and tricky to come out.
  She replied the technician do have the equipment in their truck and should able to do the job.
  Then the technician arrived, and tell me there is nothing he can do; not even able to inspect what is the issue and gone.
  I complaint right after but nothing being resolve and said rearrange 2 labour + the parts.
  I told the CS the guy never inspect the washer, how can he order the parts to replace.
  CS insist the technician experience and may already know what is the reason for leaking even he never inspect the machine.
  CS advise they will advise once the parts is arrive, they will call us for set up the service; which its never happen until I keep calling for a month later.
  OK, first time 2 technician came and finally able to open the washer and see what is the issue there; which now said they need to go back again to order for parts to repair.
  NOTHING DONE and gone.
  I called a week after as i been told the parts should arrive a week later, and CS told me the parts is not arrive.
  I keep follow up for a week, 2 weeks, a month, 2 months and three month.
  my washer was done since MARCH and even now is JULY
  NOTHING WAS DONE and the parts still saying is not arrive.
  I can see they selling the parts in their website, but i don't see the parts is avaliable for me to repaire my washer.
  NO ONE Follow up my request.
  NO ONE EVER call back.
  I am from VERY ANGRY TO BECOME SAY THIS COMPANY IS HOPLESS.

  Business Response

  Date: 22/08/2023

  Hello,

  We are sorry to hear that the customer is having a negative experience with the repair service. We do see notes on file from August 19, 2023 stating that the part required is on back order and that the appropriate management team will be contacting the customer to discuss all options available to resolve this escalation.

  thank you, 

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Last September (2022) bought new Refrigerator. The cost to repair the old one was the half price of the new one. So we took the decision to buy Refrigerator&freezer, in order to look the same. On June, 29th I realized that something is wrong. Next day June 30th, called ********** to file complaint, and I was advised that i will received a call from Trans Global services because it’s warranty issue. The first available appointment was July 6th. I was advised that I will receive a call to be informed about the time. Never received a call, I had to call to ask, and I had to wait a call from the service guy that was coming to my house. He said 1-3pm, showed up 3:45pm just to enter the house to stare the unit and respond that he can’t do anything he needs second person. I asked him how come he didn’t know, I provided model and serial number, it is supposed he came prepared to repair this unit. He didn’t know when theappointment was going to be and he said that the Tran Global services will call.
  They called and they booked the appointment for next day Friday, on July 7th.
  Again I was informed that the service guy will call me to inform about the time. At 9:52am I called Tran Global and I was informed that they will call the Service guy to inform me. I got a call back from Trans Global at 4:15pm to be advised that someone will go at 5:30-5:45pm. Two men show up, one of them provided a paper Damage Liability waiver, and threatened that if we don’t sign it they will go, and they will report that we don’t need their services. After 8 days with no refrigerator and with no any othersolution, we signed it. They fixed it, the guy who came both days opened the door and left with out give us an explanation why this happened, what was the problem, with out a paper, or a business cart. The other guy just said to wait for 24hours the catch the temperature and he left. This behaviour is unacceptable, when my family suffered 8days.Nobody can understand how difficult is not to have refrigerator and specially when there are 2 kids in house and it is summer. My house has indoor cameras, who ever is interested can come to check and confirm my description.
  I need to receive a full explanation about the problem of my refrigerator, why this happened? If they fix it temporarily or it needs anything else and if I will have problems in the future. It must be written and signed from Trans Global services and the person who inspected and repaired my refrigerator.

  Business Response

  Date: 08/07/2023

  Hello, 
  

  After reviewing this, we can confirm the service was booked under a different name than the individual who submitted this complaint. 
  The customer on file will need to provide a signed letter authorizing the release of TGS event details. This is a security measure to protect our customers' information. 
  

  Thank you! 

  Customer Answer

  Date: 11/07/2023

  
  
  Complaint: 20290787
  
  
  
  I am rejecting this response because:

  The person that booked the appointment and submitted the complaint is the same *********** ***********. They are lying!
  I have all the phone calls in my phone any time I can provide to you and to them. Also all the conversations was supposed to be recorded by their company. 

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

  Business Response

  Date: 20/07/2023

  Hello, 

  As the individual on this complaint is not the same name as on file, please have the customer provide a signed letter consenting the release of their account details to the individual making this complaint.  
  

  Thank you. 

  Customer Answer

  Date: 21/07/2023

  
  
  Complaint: 20290787
  
  
  
  I am rejecting this response because:

  when I called to complain about my refrigerator I gave my full name *********** ***********-*******. 
  I provided my email ******************  and my cellphone ***** ********, which everything is registered under my name *********** ***********. The purchase and the official receipt include all the above information. **** ***** ******, *************** from Trans Global Services contacted me on Friday, July 7, at 4:16 to inform me that the service people will be in property in one hour and half. And also she told that she will be the one that she will call me to follow up. I am providing a picture to confirm that I was in the phone for 4 minutes with an employee of this company. If they still doubt, I could provide all the phone calls 
  
  
  
  Sincerely,
  
  
  
  *********** ***********

• Initial Complaint

  Date:03/07/2023

  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 want to thank the *** for resolving my issue with the Brick. I am receiving a new fireplace/tvunit on Tuesday,July 4th,2023. My other issue is with Transglobal furniture assembling department. A technician mounted my fireplace/tv stand and it was badly assembled. I called several times, sent pictures and was told a new technician would be coming. An appointment date was issued and no one showed up. The warranty company(******* *****)saw that the tv stand was terribly damaged and badly installed. Now I need the company (Transglobal Services)to send me an installer to put up the unit and it should be comped. First time was done wrong and I should be compensated for it. I already called and was told they would talk to the manager. The last time I called,they never contacted me.

  Business Response

  Date: 21/07/2023

  Hello,  
  

  After reviewing this complaint, we can confirm that the purchase location has keyed an exchange for the customer's fireplace. It will be delivered and exchanged for the customer once it is in stock around the beginning of August.  
  

  We apologize for any inconvenience or frustration this may have caused.   
  

  Thank you!