Complaints

This profile includes complaints for Trail Appliances Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Trail Appliances Ltd.

  3388 Sweden Way Richmond, BC V6V 0B2

  
• 

  Trail Appliances Ltd.

  2876 Rupert St Vancouver, BC V5M 3T7

  
• 

  Trail Appliances Ltd.

  6750 King George Hwy Surrey, BC V3W 4Z5

  
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  Trail Appliances Ltd.

  17395 56 Ave Surrey, BC V3S 2X6

  
• 

  Trail Appliances Ltd.

  29A 820 Cliveden Pl Delta, BC V3M 6C7

  

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:03/06/2025

  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.

  Purchase May 19, 2025 gas range. Replaced a dual fuel, oven stopped working, after being repaired, still didn't work. The sales person was prepared to sell us another dual fuel at cost of $3600. I educated myself, she did not tell me, that there are both electrical connections behind the range. Was able to save $1000 on straight gas. The sale over the phone didn't go through because the credit card couldn't hold it......divine intervention. Went in the following day to purchase the straight gas option. This salesperson told us install would occur the same day as delivery using their installer. Installer said this NEVER happens. Install is always the next day. Installer told me that, yes, they are aware that Trail tells their customers the wrong information. The cost to install was, according to the salesperson, around $350, next thing it's around $500. It cost over $750 to install through Trail. If we had been not supplied with untruths, we would have found our own installer and saved $. But by the time the cost actually was told to us, it was too late to get another installer to install as quickly as Trails guys. Having been without a working oven off and on, more off, for approximately one month, we were at the mercy of Trails installer. I feel that Trail should have been a customer first company and covered part of the cost of the install. They never offered anything except an apology. After assuring me that, yes, the installer will install the same day as delivery....what a joke. I feel duped by Trail Appliances.

  

  Business Response

  Date: 13/06/2025

  We have responded to the complainant and resolved the issue with additional compensation, which she has accepted.  We consider this matter closed.

• Initial Complaint

  Date:12/05/2025

  Type:Customer Service 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.

  ******************************** and Communication Trail Appliances (*******/Aldergrove Location)I am extremely dissatisfied with the service and communication I received from Trail Appliances in *******/Aldergrove following the purchase of several major appliances, including a refrigerator, oven range, dishwasher, and microwave with fan.The issues began immediately after we paid for the order. First, the store had our delivery address recorded incorrectly, which caused confusion and delays. More frustratingly, we were not informed that the oven range would not be delivered with the rest of our appliances. As a result, we were left without a stove for two weeks.Attempts to get in touch with their salesperson were unsuccessfulour calls were not returned. When I tried to speak with a manager, I was told one would return my call, but that never happened. On a subsequent attempt, I was told no managers were available. Only after I expressed serious dissatisfaction did someone make a manager available to speak with me.After several back-and-forth discussions with the manager, *****, we were offered a mere $75 in compensation for all the inconvenience we experienced. Given the lack of communication, the delayed delivery, and the repeated address errors, this offer felt inadequate.Even after confirming the new delivery date for our oven, the company again had the wrong address on file. I had to call once more to correct thisdespite having previously reported the issue.Overall, I am extremely disappointed with Trail Appliances customer service and lack of accountability. I will not shop there again and cannot recommend them to others.

  

  Business Response

  Date: 12/05/2025

  We are reviewing the customer's complaint and will contact her directly to resolve.

• Initial Complaint

  Date:30/04/2025

  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.

  Lied to by salesperson and sold a stove that doesn't heat properly and lacks the functionality I requested and was told it had. Trail fails to be accountable for their salesperson and will not replace with an appliance with correct specs. Now forced to have more of my time stolen to go through their repair system, which cannot fix the problem, to deal with their dishonesty.

  Customer Answer

  Date: 30/04/2025

  Purchased mid-March, it is brand new. Business contact is ongoing and have refused to remove and replace with correct appliance. Trail has also not sent any digital invoices or receipts for the purchase. Not sure what sort of reputable business doesn't provide electronic sales receipts. I have now emailed them to request a digital invoice or receipt.

  

  Business Response

  Date: 01/05/2025

  Hi *******, I will ensure our service team reaches out to you right away here. I think its best we book a technician to see the issue about the temperature fluctuating as well as to check the setting for the chimes. Thanks, 

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23268172
  
  I am rejecting this response because: The salesperson and I had an entire conversation on the stupidity of electronics in and songs from appliances.  I will not accept an appliance that plays songs. There is no way this was unclear and yet somehow there is an appliance that plays songs in my kitchen. The technician says the song cannot be turned off. And every time you want to adjust the stove temp it cannot be adjusted, it has to be set again and plays the song again. Lying to customers, whether willful or through ignorance, is unacceptable. This appliance is not what I was told I was purchasing and needs to be taken back.

  The dishwasher not drying the dishes is being repaired but apparently this is a common issue and they just don't seem to work well. My old dishwasher with buttons missing and a door about to fall off cleaned and dried better.

  This experience has been a theft of time which I did not have to spare. Sold the wrong things, left on hold repeatedly trying to reach Trail, sent to repair people who required invoices and receipts for the appliances, going back to Trail to request the invoices and receipts that were never sent and then more appointments and interruptions. The technicians were great, the most honest part of this process.

  Talking to the technicians I'm told that the very basic models have mechanical dials, no songs and heating elements that work. Why the appliances matching my criteria were never mentioned or shown is unclear. So yes, I am angry because your agent lied to me, didn't sell me what I asked for and stole my time and money. 

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

  

  Business Response

  Date: 09/05/2025

  Hi *******, I have sent your feedback off to the manager to review accordingly. Thanks, Melissa 

  Customer Answer

  Date: 19/05/2025

   
  Complaint: 23268172
  
  I am rejecting this response because: No resolution offered. Their representative ****** says that I would have to pay a hefty restocking fee to return the stove. How is it that their salesperson lies to customers, sells the customer exactly what they said they don't want and it's the customers problem?
  
  Pending no satisfactory resolution this stove is going to be a chargeback to my credit card company and then Trail can come pick up the product they lied to sell and I will get the correct product somewhere more honest.
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 03/06/2025

  Our regional sales manager has spoken with Mr. ***** and it has been agreed that Trail Appliances will exchange the unit for another model, subject to a 10% restocking fee on the original appliance.  We consider this matter closed.

• Initial Complaint

  Date:14/01/2025

  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.

  We purchased a new washing machine in September 2024. We paid extra for delivery and installation. When the delivery company arrived they brought the washer inside - damaging our walls up the stairs as they did so. They "installed" the washer and told us it was good to go. In reality, they did not install the drain hose so when we ran the washer it resulted in an entire load of water being emptied onto the floor, which then seeped through to our main floor. Contact with Trail Appliances led to no remedy and we were told to deal with insurance. 4.5 months later we are still without resolution and will be left with thousands of dollars of out of pocket costs (even after insurance). Attempts to discuss with Trial Appliances went no where and we were told there's nothing they can, or will do, to compensate us for the damage or hassle this has caused.

  

  Business Response

  Date: 15/01/2025

  Ms. ****** appears to be located in *************  That market is served by Trail Appliances's Alberta division; this BBB account is for ********************** *****************  We have forwarded Ms. ******** concern to our Alberta colleagues for their review and action.

   

   

  Customer Answer

  Date: 15/01/2025

   
  Better Business Bureau:
  
  I have had further discussion with the business in SK and have made some progress with them directly. File can be closed.  
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:14/01/2025

  Type:Delivery 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 placed an order for a fridge, order number is **********, sales people guaranteed it is a brand new one but when it got delivered it is a damaged product, confirmed by post delivery supervisor, per customer service. I paid them via Alphapay, ****** CAD + ******** CAD =******** CAD

  

  Business Response

  Date: 15/01/2025

  Hello,

  The product that was delivered was brand new and unfortunately came damaged from the manufacturer; Mr. ***** has been in contact with our customer support team and delivery of a new unit in exchange of the previous one is booked for January 17th, 2024.

  Thank you,

  Kanan

   

  Customer Answer

  Date: 20/01/2025

   
  Complaint: 22797232
  
  I am rejecting this response because:

  
  the second delivery was not a brand new, a damage one, again.
  both delivery guys and me were checking the conditions downstairs together that morning.
  Outside: please see the attached photo
  Inside: upper section is missing a glass panel
  after checking, i rejected the delivery and then Trail appliances offered me a damage allowance which I found quite offended because no one would take a damage one for $3.2K CAD, just not make sense.
  
  
  
  Sincerely,
  
  ***** **

  

  Business Response

  Date: 21/01/2025

  We are aware of the issues with the 2nd fridge and are working to replace it as soon as possible.  We are in direct contact with the customer.

  Customer Answer

  Date: 30/01/2025

   
  Complaint: 22797232
  
  I am rejecting this response because:

  Trail appliances hasnt delivered a brand new one yet.

  I made full payment on Jan 6, 2025. It almost has been a month, and Trail Appliances not one, but delivered damaged Fridge for two times. I am very surprised and they have never expressed any formal apology or offered me any kinds of refund/allowance. This inconvenience has caused me huge trouble in my daily life. 
  

   

  ***** Xu 

   

  
  Sincerely,
  
  ***** **

  

  Business Response

  Date: 30/01/2025

  We are working on getting new stock which is estimated to arrive next week in which our team has been in contact with the customer about. We will also be calling the customer by tomorrow to talk about compenstaion for this issue. 

  Customer Answer

  Date: 07/02/2025

  I wish I could say my experience with Trail Appliances was positive, but after four deliveries and a month without a working fridge, I can confidently say their service has been nothing short of disappointing.
  It all started with the first deliverya damaged fridge. Trail Appliances confirmed the damage, and I reached out to my salesperson, **** ****. His response? Ill follow up with the manufacturer. That was the last I heard from him. When I followed up, he casually suggested, You can contact the manufacturer yourself, and gave me their number. That level of customer service left me speechless.
  The second delivery? Another damaged fridge. The third? A fridge in suspiciously similar condition, definitely not brand new, but at that point, I was exhausted and out of options, so I accepted it.
  Then came the so-called resolution process. Their first compensation offer? $60an insult, considering my family went 30 days without a working fridge. I countered, asking for free installation (since my fridge is built-in), but they refused. Their second offer: $150. Still no installation. Third offer: $250. Again, no installation. I rejected them all.
  Finally, after much back-and-forth, they agreed to free installationbut with no monetary compensation. And the kicker? The **** ******, actually said, You need to remember this is a good gesture from Trail Appliances because normally we dont do that. As if I should be grateful for basic accountability.
  What I expected was simple: a brand-new, undamaged fridge and responsible customer service. What I got was weeks of frustration, dismissive treatment, and a company that only apologizes when backed into a corner. Trail Appliances, do better.

• Initial Complaint

  Date:22/11/2024

  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 bought a fridge and stove from Trail Appliance in *************** in September 2024. The delivery arrived as expected on September 12. The delivery people were very rushed. I told them the old fridge had an issue and the fridge needed to be moved slowly and with care or it could scratch the floor. The young man popped down to look under the fridge and said "It's all fine, there is no problem". They quickly removed the fridge and then came running in and said "Sign this" and I did. Shortly after that I noticed some indents and scratches on my floor. As you can see from the picture, they are not instantly visible. It took a few days for me to notice them (partly as I was in bed with CoVid) but the scratches/indents are quite distinctive once you knew they are there. I called the sales person and we played telephone tag for 3 or 4 times over about 1 month and finally I sent him an email which he forwarded to the head company. They contacted me to let me know I had missed the window to report damage (which is frustrating as I felt I was doing the right thing by waiting to talk to the sales person first). I do own some of that problem but not the total responsibility as I tried repeatedly to contact the sales person. So, they have now offered me some "good will" cash of $250. What is most annoying is that I asked for a person to come and inspect the floor. I did not ask for money (which they see as leading to case closed). The money has not arrived but when / if it does, I will now have to use the money to hire a local company to inspect and suggest a plan for repair. I do not understand why Trail was not willing to come and look at the damage they caused. I want to register a complaint about the fact that Trail subcontracts to delivery people and then does not stand behind the company they hired when a problem occurs.

  

  Business Response

  Date: 25/11/2024

  We are investigating internally and will contact the complainant once the review is completed.

  Customer Answer

  Date: 26/11/2024

   
  Complaint: 22585145
  
  I am rejecting this response because: they do not seem interested in a timely resolution.  It is now November 26 and still I have had no contact with the company regarding my concerns.  
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 27/11/2024

  Thanks for your patience while we investigated the facts of the case.

  1. *** ******** took delivery of her appliance on September 12, 2024.

  2. *** ******** signed a delivery checklist on September 12, 2024, acknowledging no damage to appliance or property

  3. Subsequently, on October 29, 2024, *** ******** reported damage allegedly caused by our delivery team

  4. Trail Appliances cannot accept responsibility for damages reported 47 days after the appliance was delivered

  5.Our agent responded to the claim:  "I have reviewed the picture sent to me by your sales person. As you may understand the delivery happened over one and half month ago and no damage reported until this week. Plus delivery slip was also signed aknowledging no damages. Based upon the the above information, Trail cannot take responsibility for the damages but as a goodwill gesture we can offer you $200 credit. This credit will be sent to you via cheque."  (We later increased the offer to $250).

  6. *** ******** responded:  "As you do not seem to be taking any interest in problem solving, I will accept the $250 and hire my own "floor professional" to advise me as to my options for the damage done by your contracted movers."  followed by "Thank you for the response.  It is my hope that a flooring person can swap the scratched boards infront of the fridge for the ones under the fridge which I believe are not scratched and then the scratched boards would not be visible,  we shall see.  Yes I do have e-transfer set up"

  7. The credit and refund of $250 is currently being processed by our finance department based on *** ********* written acceptance of the $250 offer.

  Based on all of the above information, we consider this matter closed.  *** ******** will receive a cheque in the amount of $250 as agreed, within the next 7 to 10 business days.

  Customer Answer

  Date: 27/11/2024

   
  Complaint: 22585145
  
  I am rejecting this response because: I tried to call them shortly after the damage was done and left over 4 messages for the sales person who did not try to call me but did email me.  There was an exchange of several emails over about a month when I finally got annoyed enough to send him pictures and a complaint.  
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 28/11/2024

  We understand the customer's concern but we stand by our previously stated position.  Property damage must be reported at the time of delivery, regardless of when she attempted to contact the salesperson to report the damage.  The customer signed a checklist acknowledging no damage, therefore we are under no obligation to honor a damage claim made after the delivery.  We have offered, and the customer has accepted, $250 in cash compensation as a goodwill gesture.  We consider the matter closed.

• Initial Complaint

  Date:22/08/2024

  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.

  On January 26th, 2024, my husband and I purchased an ***************, Model: DF1776XXLSQF, along with a front panel, extended warranties, delivery fees, and financing fees.Initially, we had a positive experience with our Sales Associate, *****, who assured us of a timely delivery from their Delta warehouse. However, after several delays and unresponsive communication from *****, we didnt receive any updates until February 26th, when a technician was supposed to schedule the installation.When contacted by ****, we were informed that the panel hadnt arrived, delaying the installation further. After multiple follow-ups, the installation was scheduled for March 5th, but the dishwasher was defective, requiring additional repairs and costs.Despite multiple attempts over several months to resolve the issue, including requests for a refund, we received little to no response. Finally, after 6 months, Trail Appliances continued to delay, refusing a refund until the dishwasher was returned. They have not offered any compensation or resolution.Given this long chain of poor service, I request that the Better Business Bureau investigate this matter.Thank you,

  

  Business Response

  Date: 22/08/2024

  Hello,

  One of the managers from our Business, *********************** has spoken to ********* today and a mutually acceptable resolution.

  Thank you,

  Kanan

• Initial Complaint

  Date:12/07/2024

  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.

  On Jan. 4, 2024 I bought a new Maytag range from Trail Appliances in *********. It was delivered to my home Feb. 1, 2024. It has not worked properly since Day One. I have now had five service calls and it's still not working the way it should. The air fryer option works just like an ordinary oven and I've given up on it. The buzzer that indicates when the oven is preheated is wrong. It 'buzzes' at about 275 degrees when it was set for 350. This makes it unreliable. (I know because I bought a good oven thermometer.) Service calls have included replacing the master control board - the single most expensive part. I have asked for the range to be removed and that I be given another range of my choice. My request has been refused by ****** and Trail says they can't do anything without Maytag approval. They now want me to agree to service call number 6, which would include replacing the master control board yet again, along with a sensor harness. I said no. Enough is enough. In my mind I have a defective product. Both companies boast about their customer service and Maytag touts its "satisfaction guarantee". I have experienced neither. I have gone beyond the call of duty as the purchaser. This is wrong no matter how you look at it.

  

  Business Response

  Date: 12/07/2024

  Hello *****,

  This is Kanan from Trail appliances, I am one of the people that manages the customer resolutions team here a ********************, I am very sorry for the inconvenience this must be causing.

  I have gone through the details of this, and we are escalating this matter with manufacturer's management team today, manufacturer is the sole provider of all warranties on appliances. We expect to hear back from them mid next week and I will update you as soon as we hear back.

  Thank you for your continued patience.

  Regards,

  ***********************

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 21980891
  
  I am rejecting this response because: I'm neither rejecting or accepting their response since Trail is pursing the matter with Maytag. I will wait to hear what happens next.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 18/07/2024

  Hello,

  We were able to successfully advocate on consumer's behalf with the manufacturer and holder of warranty and they have approved exchange on this unit, the same was communicated by our team to ***** yesterday July 17th and advised of how the exchange will take place in terms of logistical details.

  Thank you,

  Kanan

   

   

  Customer Answer

  Date: 25/07/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:24/06/2024

  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.

  My experience with Trail Appliances has been nothing short of a disaster. Let me break it down:Delivery and Installation Fiasco: When I purchased my Electrolux Tower washer and dryer, I specifically mentioned they were going on the top level of my house. Guess what? They scratched my door during delivery and left the installation half-done. The first unit was installed so poorly that the leg broke and parts of the drum fell apart. Great start, Trail!Vibration Woes: After getting a replacement, I noticed the vibration was stronger than a Category 5 earthquake. My whole house shook like it was auditioning for a disaster movie. I called Trail Appliances, and their brilliant advice? Go through the manufacturer. Thanks for nothing.Electroluxs Rude Technician: Electrolux finally sent a technician after a month. This guy was the epitome of rudeness. He glanced at the machine, declared it not level, and left. Surprise, surprisethe shaking got worse! When I called him back, he basically said, Not my problem.Trails Bad Recommendation: Trail Appliances had the nerve to tell me we should never have bought an Electrolux for upstairs laundry. Well, why the heck did they recommend it in the first place? Their incompetence is mind-boggling.Electroluxs Unhelpful Attitude: I spoke to someone from Electrolux, and they were as helpful as a brick wall. No solutions, just attitude. Bravo, Electrolux customer service!In summary, ********************** and Electrolux have turned my laundry room into a horror show. Avoid them like the plague. Save your sanity and shop elsewhere.

  

  Business Response

  Date: 24/06/2024

  We are very sorry to hear about ****************** poor experience.  However, this BBB account is for ********************** BC division; it appears ************** is located in ***********, *******, and likely purchased his appliances from Trail Appliances' ***************** which is operated independently.

  We have forwarded ****************** concerns to our Alberta colleagues and asked that they reach out to him directly to discuss his concerns and possible resolution.

  Sincerely,

   

  Trail Appliances BC

  Customer Answer

  Date: 25/06/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:16/02/2024

  Type:Product 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.

  New ********** washer and dryer purchased from Trail Appliances Cloverdale BC for $2650.39. 20 dec 2023. Units installed 23 Dec 2023. We noticed some water was seeping up between the vinyl plank flooring and running towards the laundry room door. Dried it up and found more water after the next wash and determined it was coming from underneath the new washer.. Called Trail Appliances and talked to the Service support. and a service tech. had to look at the machine and determine what repairs were needed. ********** Claims, Insurance company emailed me Jan 18 about the Damage claim. A trail Appliance truck arrived on monday Feb 5th to install a new washer! Who ordered that? They left after talking to their boss,with the new washer. Tues. Feb 6 a tech came to assess the washer. He said the washer was overfilling and the motor control assy needed replacement. He noted the spin cycle banging as well. He left after unplugging it. The tech returned to repair the washer Feb 2nd. After replacing the water valve and the motor control he ran the machine through a complete cycle with some towels . He noted no water leaks but couldn't fix the banging noise while spin drying. He said it can't be fixed due to the way it's made. We went to Trail store and told them we wanted a replacement. They said the 6 year warrantee doesn't include replacement ,only repairs until the tech says it's not repairable. ********** rep says they won't replace the unit unless the tech says it's not repairable. I think the banging noise is not repairable according to the tech.. Evidently Trail Appliances only SELL and REPAIR defective Appliances. I'm unhappy , my wife is angry and Trail Appliances is still saying THEY are waiting for a decision to be made to repair or replace. Dec 23 til Feb 15th , still waiting for satisfaction.
  

  

  Business Response

  Date: 21/02/2024

  Hello,
  
  We have been in communication with customer Mr. ***** *********  and had booked service under the warranty terms with manufacturer's authorized service provider priority appliances; The service company has attended and rectified the issue that caused the washer to leak and both the technician and customer have confirmed that the leak issue has been resolved. Customer feels the washer is excessively vibrating and the technician from priority appliances has deemed that as normal operation, to be sure that nothing is missed and to reassure the customer we have offered in the past and today again to send another technician to get a second opinion on the diagnosis and to make sure the unit is operating as designed. this appointment is now booked for March 1st 2024 with a Trail appliances technician. Appliance warranty is provided by the manufacturer and  covers service,  replacements are only offered  if appliance is deemed not repairable by authorized servicer and in this case since the issue at hand is already rectified; neither the manufacturer ( **********) or Trail appliances is in position to offer replacement.  
  
  Details regarding property damage caused due to washer leak we re passed on to manufacturer's team and customer has confirmed that **********'s claims team has been in contact with them for this portion.
  
  Warm Regards,
  
  Kanan ******